F.A.Q.

Welcome to the Frequently Asked Questions (FAQ page)

Below we answer the most common questions visitors to our Web site have. If your question is not answered on this page, please email us at sales@jjmorgan.com or call us at (651) 698-0089 during our business hours of 8:00 a.m. to 4:30 p.m. CST Monday through Friday.

 

What is the Reznor Next Day Air policy?  Effective January 15th, 2004, Reznor will institute a new parts policy.  Following is an outline of the new enhancements:

CHANGES:

The “shipping and handling” (S&H) charge on invoices will include the freight amount plus any special “shipment expedite fee” as outlined in the chart below.  If the part is available to be expedited, there is a $40 flat rate fee and needs to be entered by 12 PM Central Standard Time.

SERVICE LEVELS:

Overnight:

If you expect to receive the products (stocked parts only) the following day, then priority overnight or standard overnight must be chosen as the shipping method.  Remember NDA orders must be in to our office by noon in order to go out the same day.

Saturday Delivery is also available to some cities, but carries a heavy price.

If you want to have a part expedited, then you must choose an “overnight” shipping method for the order.  The order must be for stock parts.

Non-Stocked Parts:

A $40 Expedite fee in addition to regular shipping and handling charges.

You must contact us to request expediting of an order for non-stock parts.  We must contact the factory to verify whether they can do this.  If you agree that the expedited time-frame is acceptable, then an additional $40 will be applied to your order.  If you also want air shipment on this order there will also be a $10 “shipment expedite fee”.

Typical Lead-times:

Stocked parts ordered via ground or 2nd day air, will usually ship within 2 or 3 days.

Shipment Code Description Parts Description Shipment Expedite Fee* Total Expedite Fee
FEDP Priority Overnight Stocked $10.00 $10.00
FEDS Standard Overnight Air Stocked $10.00 $10.00
FEDI FedEx International Stocked $10.00 $10.00
FEDW FedEx Saturday Stocked $10.00 $10.00
FEDE 2nd Day Air Stocked None None
FEDG Ground Stocked None None
Shipment Code Description Parts Description Special Expedite Charges for Non Stocked** Shipment Expedite Fee Total Expedite Fee
FEDP Priority Overnight Non Stocked $40.00 $10.00 $50.00
FEDS Standard Overnight Air Non Stocked $40.00 $10.00 $50.00
FEDI FedEx International Non Stocked $40.00 $10.00 $50.00
FEDW FedEx Saturday Non Stocked $40.00 $10.00 $50.00
FEDE 2nd Day Air Non Stocked $40.00 None $40.00
FEDG Ground Non Stocked $40.00 None $40.00
*The $10.00 shipment expedite fee will be included in the “shipping and handling” (S&H) charge on the invoice

**The $40.00 special expedite charges for non stock will be shown as a line item on the invoice.

 


Return to top of page.


What is freight policy regarding Reznor product?

  1. Plan Products
    1. $5000 net or more for FFA .
    2. Plan products under $5000 will be invoiced at 4.5% of list price for product shipped into our territory in Zone 1 or Zone 2.  (See zone info below for different zone rates).
  2. Non-Plan Products
    1. Zone 1 will be invoiced at 4.5% of list price.
    2. Zone 2 will be invoiced at 4.5% of list price.
  3. Parts
    1. All parts are invoiced for freight.
  4. The minimum freight charge is $100.00 for unit orders.
    1. Zone 1: AL, CT, DE, DC, FL,GA, IL, KY, MD, ME, MA, MI, MS, NH, NJ, NY, NC, OH, PA, RI, SC, TN, VT, VA, WV, WI
    2. Zone 2: AR, IA, KS, LA, MN, MO, NE, ND, OK, SD, TX
    3. Zone 3: CO, MT, NM, WY
    4. Zone 4: AZ, CA, ID, NV, OR, UT, WA


Return to top of page.


What is our damaged/missing freight policy?
Following are the guidelines to use when you have damaged or missing freight:

Effective April 1st, 2017, Reznor will  This will allow you to better manage freight issues and more easily trace your freight claims.

All Reznor products are shipped F.O.B. Factory/Warehouse, which means once the product leaves the factory you have ownership of the product.  Following are the procedures you will now need to follow on freight damaged units.

  • Make sure to note all damage on the POD before the trucker leaves.  If this does not happen, you have 5-7 days to call and report the damage and request an inspection.
  • Any replacement components, panels or related parts should be included in any freight claim submitted to a common carrier.
  • If you must refuse any product, please contact the Morgan Co. immediately.  This unit will then be returned to Reznor.  Do not order another unit unless instructed to do so.
  • If you refuse any other units (Mexico/Jonesboro Products), you will need to place a new order for any units refused.

 

CARRIER WEBSITE PHONE

Averitt Express 800-283-7488

Con-way 800-755-2728

Estes Express 804-353-1900

FedEx 800-841-8572

USF Holland 800-888-4151

Yellow and Roadway together as YRC  800-610-6500


Return to top of page.


What is the minimum charge on parts orders?

Effective January 2015, there is a $25 minimum charge on Reznor parts.

There is also a $75 minimum on Bard purchases.

Return to top of page.


What is the Reznor warranty parts policy?
New Online Warranty Request System!

Based on requests from distributors like yourselves, Reznor will now offer you the convenience and speed of the Internet for submitting requests for warranty.  This includes both:

  • No Charge Replacement Parts
  • Credits for warranty parts supplied from your inventory
  • To use the new system, you must have a login & password.  After logging in, you can find the warranty request under the tools menu.

In this bulletin are links to the revised Reznor warranty parts policy and to a PowerPoint slide show illustrating how the new system works, step-by-step.

A. Limited warrant.

  1. Refer to current warranty regarding periods of coverage (attach warranty Form RZ-NA W Version B (Product limited warranty & extended warranty products)
  2. Limitations and exclusions are fully documented in the individual product warranty documents (including exclusions for misapplication or not following installation instructions) RZ-NA W Version B states under Limitations and Exclusions #4.  “The warranty provided herein is for repair or replacement only.”
  3. Costs to customer- Freight Costs
    1. Customer pays freight on parts returned at customer’s expense
    2. Replacement parts are shipped at customer’s expense (including Next Day Air or other FedEx expedited services if requested)
  4. Method of tracking- All Warranty requests (For No Charge Replacement parts or Credits to the customer account) will be assigned a unique Warranty Tracking Number (WTN) at the time of entry.  This will be the way that you should reference your requests and how you will be notified of their status.
  5. Distributors are required to retain all parts returned to them under warranty for 60 days from the time the WTN is assigned.  The distributor should keep the printout of the Reznor WTN attached to the part.  Reznor reserves the right to have parts returned to the factory for evaluation.  Should we see a trend develop we will need to inspect the parts to determine if our suppliers are experiencing a problem.  After Approval or Partial Approval, all Approved items can have their disposition tags printed by selecting View and then at the bottom of the screen, choosing the Print function.  These tags will indicate whether the parts need to be kept along with the field scrap date, or whether the part must be returned to the Reznor factory.  Warranty credit may be revoked if distributor fails to retain returned parts for 60 days after WTN is assigned.

B. Coils – Warranty issues with evaporator, condenser, or hydronic coils- procedure is to “Contact Reznor first and it will be determined how to proceed with the warranty repair.”  This includes WS units and add –on DX, and Chilled water coils.(see RB 2002-028)

C. Procedure for Request for No Charge N/C Replacement Part or Credit

  1. Requesting No Charge N/C Replacement Parts
    1. Requester must give Reznor a valid Purchase Order number (Requester must pay freight) to identify the N/C order in their system and ours.
    2. N/C replacement requests are accepted only by online entry: www.reznorhvac.com (Partner>Tools>Warranty Request)
    3. There are required fields (No Exceptions on the required fields), indicated on the online forms by an asterisk (*), that must be completed for a request to be entered at all.
    4. Distributor field to be filled out by Company requesting replacement (much of this data is pre-filled based on the user’s Customer Number, etc.).  Distributors w/multiple branches clarify branch # or customer #, replacements with a different “ship to” address please use “remarks” field.  Must fill out ALL required information. (Ex. Serial # – Model # – Part # – Failure Type )
    5. For Motor failure – On motors 3 hp or less -sent out upon immediate receipt of approved WTN.  On Motors 5hp or larger, take to certified local repair shop for warranty.  They will either replace or repair the motor according to the motor manufacturers’ guidelines.  If the repair shop finds that the motor failed due to misuse, no credit will be issued.  If the motor is determined to be defective by the Authorized Motor repair center, and under warranty, this documentation will need to be noted on the N/C replacement request (and a copy may be requested by the factory).
    6. *When filing a warranty request for service parts, make sure to include the Invoice # (or the most recent Invoice #) the part was purchased on.  When entering the warranty claim, you will not need a Model or Serial #.  You will enter the warranty claim as “SERV_PRT” in all areas.
      1. *Service parts are only going to be parts off your shelf that were DOA, not bad parts off an existing unit.
  2. Credit Requests
    1. Requester must give Reznor a Purchase Order number (or credit memo number) to identify the credit in their system and ours.
    2. Credit Requests accepted only by online entry: www.RezSpec.com under ”Support > Warranty Requests > Issue a Credit”
    3. Submit the online request for credit under the WTN within 60 days of repair.
    4. Distributor or Rep field to be filled out by Company requesting credit.  Distributors w/multiple branches clarify branch # or customer #.  Must fill out ALL required information.  (Ex. Invoice # [not a must but a help] – Model # – Serial # – Part # – Failure Type).
    5. For Motor failure – On motors 3 hp or less – credited approval of WTN.  On Motors 5hp or larger, take motor to certified local repair shop for warranty.  They will either replace or repair the motor according to manufacturers’ guidelines, if the repair shop states that the motor failed due to misuse, no credit will be issued.  If the motor is determined to be defective by the Authorized Motor repair center, and under warranty, this documentation will need to be noted on the credit request (and a copy may be requested by the factory).
    6. No Deductions will be allowed for Approved or Denied warranty credit requests.
  3. Field scrap versus return requirements
    1. All parts must be held by distributor for 60 days after WTN is assigned, then field scrapped under authority of agent (see tag for disposition of part information).
    2. Parts that must be returned
      1. Compressors RB2000-050
      2. Specific parts as requested by Reznor or by factory component suppliers
    3. Reznor may request return of any part within 60 days of date WTN is assigned.
    4. Field scrapped parts must be rendered unusable and may not be reconditioned, reused or resold for their original intended purpose.
  4. Credits and allowances
    1. Requests for credit on part will be allowed
      1. if part was purchased from Reznor
      2. if policy guidelines are met
    2. Credit amount will be determined by current purchase price in system
    3. Credit amount will be determined at the time the distributor makes request.
  5. Warranty of parts Replacement parts are only warranted for 30 days from installation or the balance of the original equipment warranty, whichever comes last.
  • Notes:
  • This policy and the Online forms are for Warranty parts only!
  • Any components damaged in shipping are not covered under warranty- these are to be reimbursed via making a with Reznor.
  • Any parts to be returned due to Overstock, or Error in Ordering should be returned only with a valid Material Return Authorization (MRA).  MRA’s can be requested through your Reznor representative.  A 30% Restocking Fee may be applied, and returned parts MUST be returned in condition to be resold.


Return to top of page.


What is Reznor’s Product Limited Warranty and Extended Warranty?
Thomas & Betts Corporation warrants to the original owner-user that this Reznor product will be free from defects in material or workmanship.  This warranty is limited to twelve (12) months from the date of original installation, whether or not actual use begins on that date, or eighteen (18) months from date of shipment by Thomas & Betts Corporation, whichever occurs first.

Extended Warranty

(Limited to the following Models, Components, and Applications. See Application NOTE below.)

Models F and B – Extended nine (9)-year, non-prorated warranty on the heat exchanger, burners, draft hood, and flue baffle assembly.  Extended four (4)-year, non-prorated warranty on all electrical and mechanical operating components (with the exception of blower belts on Models B).

Models UDAP, UDAS, UDBP, and UDBS – Extended nine (9)-year, non-prorated warranty on the heat exchanger, burners, and flue collection box assemble.  Extended four (4)-year, non-prorated warranty on all electrical and mechanical operating components (with the exception of blower belts on Models UDBP and UDBS).

Model SHE – Extended four (4)-year, non-prorated warranty on the primary heat exchanger.  Extended two (2)-year, non-prorated warranty on the secondary heat exchanger and burners.

Model CAUA – Extended nine (9)-year, non-prorated warranty on the heat exchanger and burners.  Extended four (4)-year, non-prorated warranty on all electrical and mechanical operating components (with the exception of blower belts).

Models VR, TR and TRP – Extended nine (9)-year, non-prorated warranty on all tubes.  Extended four (4)-year, non-prorated warranty on the burner and all electrical and mechanical operating components.

Models OH and OB – Extended four (4)-year, non-prorated warranty on the heat exchanger and combustion chamber.

Model WS – Extended one (1)-year non-prorated warranty on the heat exchanger assembly.  If leaks or other failure occur within the warranty period, Thomas & Betts will pay up to $50 for qualified contractor to make necessary repairs.  If the heat exchanger cannot be repaired, Thomas & Betts will exchange the damaged unit for a new hydronic heater.

Models ACB and PCB – Extended nine (9)-year, non-prorated warranty on primary and secondary heat exchangers.

Model ERSA – Extended two (2)-year, non-prorated warranty on the energy recovery wheel.

Application NOTE: Extended four (4)-year warranty on electrical and mechanical operating components excludes any Reznor HVAC equipment installed in a corrosive or highly humid atmosphere such as a greenhouse.

Limitations and Exclusions

Thomas & Betts Corporation’s obligations under this warranty and the sole remedy for its breach are limited to repair, at its manufacturing facility, of any part or parts of its Reznor products which prove to be defective; or, in its sole discretion, replacement of such products.  All returns of defective parts or products must include the product model number and serial number, and must be made through an authorized Reznor distributor or arranged through Reznor Customer Service.  Authorized returns must be shipped prepaid.  Repaired or replacement parts will be shipped by Thomas & Betts F.O.B. shipping point.

  • The warranty provided herein does not cover charges for labor or other costs incurred in the troubleshooting, repair, removal, installation, service or handling of parts or complete products.
  • All claims under the warranty provided herein must be made within ninety (90) days from the date of discovery of the defect.  Failure to notify Thomas & Betts of a warranted defect within ninety (90) days of its discovery voids Thomas & Betts’ obligations hereunder.
  • The warranty provided herein shall be void and of no effect in the event that (a) the product has been operated outside its designed output capacity (heating, cooling, airflow); (b) the product has been subjected to misuse, neglect, accident, improper or inadequate maintenance, corrosive environments, environments containing airborne contaminants (silicone, aluminum oxide, etc.), or excessive thermal shock; (c) unauthorized modifications are made to the product; (d) the product is not installed or operated in compliance with the manufacturer’s printed instructions; (e) the product is not installed and operated in compliance with applicable building, mechanical, plumbing and electrical codes; or (f) the serial number of the product has been altered, defaced or removed.
  • The warranty provided herein is for repair or replacement only.  Thomas & Betts Corporation shall not be liable for any loss, cost, damage, or expense of any kind arising out of a breach of the warranty.  Further, Thomas & Betts Corporation shall not be liable for any incidental, consequential, exemplary, special, or punitive damages, nor for any loss of revenue, profit or use, arising out of a breach of this warranty or in connection with the sale, maintenance, use, operation or repair of any Reznor product.  In no event will Thomas & Betts be liable for any amount greater than the purchase price of a defective product.  The disclaimers of liability included in this paragraph shall remain in effect and shall continue to be enforceable inthe event that any remedy herein shall fail of its essential purpose.
  • THIS WARRANTY IS THE SOLE AND EXCLUSIVE WARRANTY FOR REZNOR PRODUCTS, AND IS IN LIEU OF ALL OTHER EXPRESS AND IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, ALL IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.  No person or entity is authorized to bind Thomas & Betts Corporation to any other warranty, obligationor liability for any Reznor product.  Installation, operation or use of the Reznor product for which this warranty is issued shall constitute acceptance of the terms hereof.


Return to top of page.


What is the warranty for Titan Air?
Titan has a two (2)-year parts warranty with completed CTS (check test start-up) report submitted to the factory.  Otherwise, a one (1)-year warranty applies.

Return to top of page.