February, 1967
SUBJECT: USAGE OF WARRANTY CLAIM FORM SE-16 PARTS AND/OR LABOR
ALLOWANCE
Gentlemen:
Congratulations!! It's high time we let you know how much we've appreciated your cooperation and willingness in the past in handling our warranty policies. Naturally, we're hoping for your continued efforts in the future.
Your efforts are indicative of your realization that our warranty program, when effectively handled, is very instrumental in obtaining and maintaining customers.
As our products become more complex, so do policies regarding same. At this time, we'd appreciate your evaluation of certain facts necessary to handle the existing warranty program with more expedience than ever before.
Before submitting a warranty claim, make sure the claim is legitimate. Warranty is applicable only due to a defect in material and/or workmanship and warranty does not apply to:
1. Misuse, abuse or negligence
2. Normal wear & tear
3. Labor above and beyond the flat rate prices allotted
for a specific job
4. Pick up and delivery to the customer
5. Repairs made by unauthorized Johnson dealers
Once a request for warranty has been established as legitimate, the next step is filling out the required warranty claim form.
Occasionally we receive warranty claims which give us insufficient information to completely evaluate what caused the failure and what part or parts are necessary for repair. This negligence jeopardizes good customer relations and necessitates our returning the claim for additional information.
The warranty claim form SE-16 is a valuable piece of paper not only to the customer but to us as the manufacturer. When properly used, much important information is derived from it which enables us to make certain product changes and/or corrections as we deem necessary.
(Over)
In view of this, we will have to continue returning to you claims on which the following pertinent information is neglected:
1. Model and serial number)
2. Customer name ) Section 1
3. Purchase date )
4. Part which caused failure and explanation of same) Section 2
5. Parts needed for necessary repair ) Section 3
6. List by part number, required repair part or parts)
We fully realize that at times there is certain information that you are not sure of, such as; boat weight, brand fuel, etc. and as such, all we expect is an honest effort in answering these categories. However, the six areas mentioned above are essential and must be accurate or we shall have to return the claim for completion.
Replacement parts are to be obtained through your respective Parts Distributors. You will receive a "Credit Voucher" for these parts. In this case, indicate "Voucher" in Section 3. Exceptions to this are complete assemblies such as Powerheads, Motor Covers, Carburetors, Gearcases and Junction Boxes with Wiring Harness for outboards or Oil Pumps, Powerheads, Intermediate Housings, Upper or Lower Gearcases and Vertical Drive assemblies for Stern Drive units. If such assemblies are required, indicate "Replace" in Section 3. They are not to be ordered from your Parts Distributor. They will be shipped directly from Parts Depot, Galesburg, Illinois, after we receive and process your Request For Warranty Parts and/or Labor Allowance.
Relative to successful warranty:
1. Confine warranty to legitimate cases only.
2. Fill in section 1 of warranty form SE-16.
3. Fill in section 2 of warranty form SE-16.
4. Contrary to the section 3 statement, indicate by
number the part or parts needed or used in repair.
5. Utilize section 4 of form SE-16 - We will not assume
the extent of operations performed.
6. DO NOT DO ANYTHING WITH SECTION 5 OF SE-16. This is
for factory use only.
(See illustration of properly filled out claim form.)
Although we prefer warranty to be handled through the original selling dealer, it is not a necessity and can be initiated by any authorized Johnson dealer. Warranty is not, under any circumstances, handled directly with the Customer; therefore, do not advise them to contact us. This is your obligation.
It is our feeling that each Johnson customer and dealer is a very SPECIAL PERSON, and as such, we hope that your continued cooperation in administering our warranty policies will enable us to give you and your customers faster and better SERVICE.
JCP/rm