Southbend's Service First Program
To provide customers with peace of mind, Southbend offers an additional protection on its products on top of its warranty policies: the Service First™ program. Equipment under warranty by Southbend or its partner brands – Crown, Market Forge, and Firex – is eligible for service under this program. If you encounter a problem with your equipment, Southbend promises any equipment covered under warranty can be assessed and repaired by an authorized Service First technician in 6 hours or sooner. With service availability 24 hours a day, 7 days a week, your Southbend equipment will never be without assistance. However, as with any warranty policy, there are exceptions and restrictions you need to be aware of before requesting service or filing a warranty claim.
What's Covered by the Service First Program?
Products purchased from Southbend or an authorized dealer carry a 1-year limited parts and labor warranty effective from the date of original purchase. However, even equipment still in the possession of the original owner and within the specified time period can be disqualified from receiving warranty coverage if certain conditions aren't met.
- Improper Installation: Read all instructional literature provided with your equipment prior to installation, as Southbend does not provide warranty coverage or repairs to equipment damaged due to incorrect installation or utility connection.
- Equipment Maintenance: Regular maintenance such as calibration, adjustments, and cleaning fall under the operator's responsibility and won't be covered by Southbend's warranty or Service First program.
- Improper Use: Southbend's warranties and Service First program won't cover damage from neglect, abuse, or misuse of equipment. Accidents, including damage during transit, and acts of nature, such as fire and flood, aren't covered.
- Excluded Parts: Alkaline batteries are not covered under Southbend's warranty. The following parts only carry a 90-day warranty: glass windows, door seals, rubber seals, light bulbs, spark ignitors, ceramic burner tiles, sight glasses, cathodic descaler or anodes, broiler briquettes, and drip shields.
How Southbend's Service First Program Works
If your Southbend equipment is under warranty and requires repairs, you'll want to know what to expect from the Service First program. This program is not an additional warranty; it's an added benefit of purchasing Southbend equipment that ensures you're getting the most out of your investment. The added benefits of this program are outlined below.
- 6-Hour Response Time: When you reach out to your nearest Southbend service agency, the company aims to have a Service First technician at your location within 6 hours of your request.
- Authorized Service: Southbend guarantees that service provided through the Service First program will be done by an authorized Southbend technician, using locally stocked parts manufactured by the company.
- Constant Availability: Service is available 24/7, so you'll never have to wait longer than strictly necessary to get your important equipment up and running again.
- Warranty Perks: If you have a part replaced by a Service First technician, the replacement part carries a 1-year warranty from the installation date.
- Free Performance Check: To ensure your Southbend equipment is functioning as expected, one free performance check can be claimed prior to the item's warranty expiration. If there's anything that could potentially go wrong, you'll know about it before your warranty is over.
If your equipment is repaired by someone other than a licensed Southbend technician, the warranty will be voided. The Service First program ensures any needed repairs are done by the proper personnel.
Filing a Warranty Claim with Southbend
If you believe your equipment qualifies for repairs through the Service First program, you'll need to reach out to Southbend with your claim. Southbend has licensed service agencies in multiple locations across the United States and Canada, so you should be able to quickly find a technician able to respond to your claim. To file your claim, fill out Southbend's registration and warranty request form with the following information filled in for your product.
Required Information:- Proof of purchase
- Occupancy permit
- Installation documents
- Product serial number
- Explanation of issue(s)
Once you have submitted the completed form, Southbend will assess whether to dispatch a Service First technician to help you find a solution.
