Warranty Extension / No Charge Concession Agreement Process

 

Introduction

There are times when the Back Office will be asked to extend the original Warranty End Date or set up a no charge concession agreement to include PMs at no charge.

 

Warranty Extension Reasons

When the field is asking the back office to extend the warranty, our first question to the requestor should be: Why are we extending the warranty?

 

Reason

Definition

Next Steps

Delay of Use (due to either Customer or STERIS)

  • Install Project delayed.
  • Customer’s site not ready to be opened.  

Follow Warranty Extension Approval Levels below  

Customer Satisfaction (Quality)

Customer experiences issues with unit.

 

This requires a N/C Concession Agreement, not an extension. Work with DSM for start/end dates of the agreement.

Sold with Capital Equipment Purchase

Customer purchased or was promised a Warranty Extension/1st Year PM/Service Contract Coverage

No Approval Required       -Follow Creating SOS Agreement Process

 

 

Warranty Extension Approval Levels

If extending due to Delay of Use or Customer Satisfaction the SSA or CSR will need approvals below based on length of extension.

 

Warranty Extension

Approval

0-6 Months

District Service Manager (DSM)

6- 12 Months

Area Vice President (AVP)

12 Months or More

Service Support Process Specialist (SSPS)