Warranty Claims Process
In the event of a product or part failure, Wesley International may be required to call on local service providers for warranty-covered repairs and services. Here's how our warranty process works.
Pack Mule performs initial troubleshooting and remote diagnostics to resolve issues or determine the level of service required. If needed, Wesley International will contact the nearest preferred service provider for assistance.
Wesley Tech Support provides the customer with a Warranty Service Authorization Form prior to local service. Do not provide warranty service to customers without an approved Warranty Service Authorization Form.
If replacement parts are needed they are normally shipped within 24 hours. If a service call is not required for part replacement or installation, Wesley International will send the part(s) along with an invoice directly to the customer. The customer is responsible for returning faulty parts using the provided RMA and shipping label.
Warranty Administration Process for Service Providers
1.1 Wesley International LLC ("Wesley"), maker of Pack Mule and Pallet Mule products, offers the Industry Leading Warranty to the registered first owner of the products it sells as evidenced by registration of the warranty by the purchaser of the product within ninety days of the date of purchase. Selling dealers are expected to assure that this is done so that their customers' warranties will be recognized.
1.2 The Warranty does not cover: (a) initial set up and programming of the controller, (b) adjustments to the brakes or to the controller settings, (c) problems attributable to improper or abusive use, lack of proper preventive maintenance, unauthorized alternations to the product or the use of unauthorized replacement parts on the product, (d) batteries, tires, and wheels (which are covered by warranties from manufacturers), or (e) shipping damage (which is the responsibility of the freight carrier).
Do not engage in warranty service or repair without an approved Warranty Service Authorization Form
2. Warranty Service
2.1 Wesley depends on dealers as its preferred service providers in resolving warranty claims in as expeditious and cost-effective manner as possible. Wesley accepts responsibility for the cost of warranty service performed by service providers and billed in accord with this Warranty Administration Policy.
2.2 Before any warranty service work is performed, the following steps must be followed: (a) the product owner (or the service provider acting on behalf of the owner) must contact Wesley to file a Notice of Warranty Claim and obtain a Warranty Claim number, (b) the service provider must confer with Wesley to make a preliminary determination as to the scope and nature of the problem and the proper approach to resolve the problem, and (c) based on that preliminary determination, the service provider must provide Wesley with a good faith preliminary estimate as to the cost of resolving the problem (if during the repair the service provider determines that their estimate of time, materials and cost to resolve the problem is no longer accurate, the provider must re-contact Wesley to report issues causing the need to change their estimate and to obtain additional authorization before proceeding.)
2.3 Warranty service providers should only use technicians that have been properly trained on the repair of Wesley products and should not rely solely on Wesley to troubleshoot and advise on repair procedures, although Wesley engineers are available to consult with technicians when needed. Wesley Manuals are all available electronically via easy access on our websites: packmule.com and www.palletmule.com. Service Bulletins are available there as well.
2.4 Wesley's dealers are expected to own and make available to their technicians the programming unit needed to reprogram the controller on any product needing repair, and technicians should have with them on repair visits all tools necessary to accomplish the repairs to avoid delays and the need for wasteful return visits. In an effort to reduce onsite time, technicians are expected to troubleshoot problems in advance of scheduling service calls.
2.5 All work should be performed during normal business hours. If work must be done outside of normal business hours, straight time rates will apply.
2.6 Travel time must be authorized by Wesley prior to the travel. Service providers are encouraged to stock common parts in order to eliminate the need for return trips. Wesley will not pay for repeat trips that it determines could have been avoided. Travel for warranty service will be paid at a maximum of 2 hours per claim. Wesley will pay for one vehicle at a single man warranty rate, although a two-man rate may be paid for actual labor while onsite.
2.7 Onsite wait time due to improper scheduling and/or interruptions is beyond Wesley's control and will not be covered under warranty. Wait time is not reimbursable warranty work.
3. Payment for Warranty Service
3.1 To qualify for payment by Wesley, a claim for warranty service must relate to a problem with the Wesley product that Wesley determines in its reasonable judgment to fall within the terms of its warranty, and the service technician must follow the terms set forth in this Warranty Administration Policy as amended from time to time by Wesley (and posted on its website) as of the date of the warranty service for which payment is sought.
3.2 In determining whether and in what amount Wesley will pay for the referenced warranty service, Wesley will refer to Wesley's Standard Repair Time Guidelines (as amended from time to time on Wesley's websites) and to the estimate for repair provided by the technician.
3.3 Invoices for warranty service must be:
3.4 Accompanied by a fully completed Wesley Warranty Service Report (in the form of that attached hereto or in such form as Wesley may have posted on its website from time to time) and must be submitted by email to email@example.com. Faxed or mailed invoices will not be accepted.
3.5 Submitted within thirty (30) days of the date of actual repair. Warranty claims received after 30 days of the repair completion are subject to rejection.
3.6 Warranty Labor Rates:
3.61 Labor rates will be subject to Wesley's approval and will be based on the average labor rate for comparable work in the area.
3.62 Warranty standard repair times have been created to authorize the amount of time that will be allowed for specific repairs.
3.7 Claims for payment for warranty service must be submitted by the service provider in the form of the Claim for Payment for Warranty Service ("Claim" (as revised from time to time and posted on Wesley's websites)). Only one incident may be billed per Claim, and a Claim may not be submitted until the problem is finally resolved to the satisfaction of the owner of the product (so only one Claim will be considered per incident). Prior to payment of any Claim, Wesley must receive confirmation from the owner of the product that the problem has been resolved to their satisfaction.
4. Warranty Replacement Parts ("RMA Parts")
4.1 All warranty parts will be sent UPS ground. If parts must be sent second day or next day, it will be at the expense of the product owner. Warranty parts will be billed to the product owner when sent, but the bill will be eliminated by a credit, provided the defective parts are received by Wesley within 15 days of the date of the shipment of the warranty parts, and they are determined by Wesley (in its reasonable judgment) to be defective. The billing for any allegedly defective parts not so received and determined must be paid. Any parts determined not to be defective will be returned to the product owner (or the owner's service provider), and the owner will be billed for the freight in returning them.
4.2 No parts are to be returned to Wesley without the proper RMA paperwork. This paperwork will be sent out in the box with the replacement parts along with a prepaid return label. This return label must be used, as it has the RMA number as the reference number. This and the RMA paperwork tell Wesley what invoice needs to be credited. Without it, Wesley's billing for the return parts will remain payable.
4.3 Upon inspection of the RMA parts by Wesley (and in some instances inspection and testing by the supplier of the parts), one of the following steps will be taken:
4.31 Warranty Approved: A credit will be issued for the warranty part(s) used.
4.32 Warranty Denied: There will be no allowance for the parts used and the open parts invoice is due and payable. The parts found to be not defective will be returned to the product owner at the owner's expense (if the owner or its service provider so requests) and the cost of the return freight will be charged to the owner.