Warranty Programs & Coverage

Purpose

Comprehensive guide to the warranty programs Spartan Plumbing offers and the manufacturer warranties on products we install.

When to Use

When presenting options to customers, answering warranty questions, and when handling warranty claims.

Warranty Structure

Spartan Labor Warranty

• Standard: 1-year labor warranty on all service and repair work.
• Extended: 2-year labor warranty included with Better and Best tier installations.
• What it covers: If the work Spartan performed fails within the warranty period, Spartan returns and fixes it at no additional cost.
• What it doesn't cover: Customer misuse, third-party modifications, normal wear and tear, unrelated issues.

Manufacturer Warranties

• Vary by product and tier — this is a key differentiator in Good/Better/Best presentations.
• Water heaters (Bradford White): 6-year, 8-year, or 12-year manufacturer warranties depending on model.
• Tankless (Navien): 15-year heat exchanger warranty, 5-year parts on NPE-A2 series.
• Water treatment systems: Vary by brand — typically 5-10 years on tanks, 1-3 years on components.
• PEX piping: 25-year manufacturer warranty on piping materials.
• Fixtures (faucets, toilets): Limited lifetime warranties common from major brands.

How to Present Warranties

Frame warranty as protection and peace of mind: "The 12-year warranty on this unit means you won't have to think about your water heater for over a decade."

Use warranty differences to justify tier upgrades: "The main difference between the Better and Best option is the warranty — 8 years vs. 12 years of manufacturer coverage."

Always mention the Spartan labor warranty on top: "Plus, Spartan backs the installation with our own [1/2]-year labor warranty."

Explain what registration means: "We'll register the warranty with the manufacturer before we leave so you're fully covered from day one."

Warranty Claims Process

Customer calls Spartan with an issue during the warranty period.

CSR books a warranty service call — no dispatch fee for warranty work.

Tech diagnoses and confirms the issue is covered under warranty.

If manufacturer warranty: Spartan processes the claim with the manufacturer, customer pays nothing for the part.

If Spartan labor warranty: Spartan covers the full repair at no cost.

If NOT covered (misuse, unrelated issue): Tech explains why and presents repair options at standard pricing.

Important Notes

• Warranty registration must happen at the time of installation. If it doesn't, the customer may lose coverage.
• Always check warranty status in ServiceTitan before a tech arrives on a potential warranty call.
• Manufacturer warranties typically require proof of professional installation — this is why we don't install customer-supplied equipment.
• Extended warranty programs from third parties are not offered — Spartan's own warranty plus manufacturer coverage is sufficient.

Related SOPs

• Post-Sale Customer Communication — communicating warranty info
• Callback & Rework Process — handling warranty-related returns
• Product Knowledge cards — specific product warranty details