Warranty Documentation & Procedures

Overview

This card defines how Spartan technicians communicate warranty information to customers and how warranty claims are processed. Accurate warranty communication sets expectations and protects Spartan from disputes.

Who This Applies To

All service and install technicians at Spartan Plumbing.

Spartan Warranty Policy (Current)

Spartan provides a labor warranty on its work. Equipment warranties are provided by the manufacturer and are separate from Spartan's labor warranty. Techs must communicate both clearly.

Labor Warranty

• Standard Spartan labor warranty: confirm current terms with Operations Manager (may vary by job type)
• Labor warranty covers defects in Spartan's workmanship — not equipment failure or customer-caused damage

Equipment/Parts Warranty

• Equipment warranties are manufacturer warranties (AO Smith, etc.)
• Customers must register their equipment to activate full manufacturer warranty — remind them at job close
• Spartan is not responsible for manufacturer warranty claims beyond facilitating the process

What to Tell Customers at Job Close

Per the Spartan Warranty Explanation SOP:

"Spartan warranties our labor on this job for [X period]. If anything we did is not working correctly, call us and we will make it right at no charge."

"Your [equipment] comes with a manufacturer warranty of [X years] on parts. To activate the full warranty, you'll want to register it at [manufacturer website] — I'll include that information in your paperwork."

"What is NOT covered: normal wear, customer-caused damage, issues unrelated to the work we performed today."

Warranty Claim Process

When a customer calls with a warranty claim:

CSR logs the call in ServiceTitan under the original job

CSR notifies Operations Manager same day

Operations Manager reviews the original job photos and notes

If Spartan's workmanship is in question: Operations Manager schedules a callback — no charge

If the issue is unrelated to Spartan's work: explain clearly, offer to schedule a paid service call

Logging in Slack and ServiceTitan

Per existing Spartan procedure, log warranty details in ServiceTitan under the customer's job record. Note what was communicated to the customer.

Related SOPs

• Callback & Rework Process
• Quality Standards Checklist
• Post-Job Cleanup & Follow-Up (Service)