True Refrigeration Warranty Policy
As one of the most well-known and trusted names in the foodservice industry, True understands the importance of protecting its customers' investments. If you own or plan to purchase any True equipment, you'll want to familiarize yourself with the company's warranty policies. Understanding what is and isn't covered can help you take proper care of your equipment and know what to expect if you encounter a problem.
What's Covered?
Like any standard warranty, True's refrigeration policy contains certain terms and conditions that define what the company is responsible for if you encounter an issue with your equipment. Familiarize yourself with the components and conditions covered by True so you know which potential problems are eligible for compensation.
- Defects in Manufacturing: If your True equipment has been properly installed and used as intended, it's protected under warranty for 7 years from the installation date. To qualify for this coverage, the equipment must have been purchased within 39 months of its original shipment date. Any issues caused by faulty manufacturing or materials will be eligible for a warranty claim.
- Labor: True's 7-year warranty also covers labor. This includes straight time labor charges and reasonable travel time, which is determined by True.
- Defective Parts: If an eligible part is found to have a factory defect within 7 years of the installation date, True will repair or replace the defective part.
- Compressor Warranty: If a compressor unit is determined by True to have a factory defect within 7 years of the installation date, the compressor will be either repaired or replaced with a comparable part. This warranty only applies to hermetically and semi-hermetically sealed parts of the compressor. Compressor coverage is limited to parts only.
What's Excluded From a Warranty Claim?
Certain components and circumstances are exempt from coverage by True's warranty policy. Understanding the limitations of this policy can help you properly care for your equipment and save you time and effort when deciding whether to file a warranty claim. Only defects and damages that don't fall under the following restrictions will be considered by True for replacement or repair.
- Consequential Damages: Regardless of whether your equipment encounters an issue covered by warranty or not, True isn't responsible for compensating you for any loss of profit or impact on other equipment.
- Improper Use or Installation: Be certain to follow all included literature when installing and operating your True equipment. If damages occur because of incorrect installation or misuse, True will not cover replacements or repairs.
- Accidents and Neglect: If your True equipment is damaged by natural forces such as fire or flood, neglected maintenance routines, or an accident during transit or use, it won't be covered by the warranty policy.
- Unauthorized Parts or Repairs: If you decide to have maintenance done on your equipment by a third party, any damage caused by parts or labor not authorized by True won't qualify for a warranty claim.
- Wear Parts: Standard wear parts, including door gaskets, incandescent bulbs, and fluorescent bulbs, are not covered under True's warranty policy.
- Transfer of Ownership: True's warranty is only valid for the original purchaser of the equipment. If you buy your True equipment secondhand rather than from the manufacturer or an authorized distributor, the warranty will be voided.
- Relocation for Repair: If your equipment is eligible for warranty repair, the cost paid by True excludes the price of transporting the equipment away from your establishment.
- Ineligible Products: True ice machines and equipment in the TRM, TSCI, and residential categories are not covered by this warranty.
- Out of Warranty Locations: This warranty doesn't apply to units bought or used outside the U.S., Puerto Rico, U.S. Virgin Islands, and Canada. Equipment must also be purchased from a dealer in the country or territory where it will be installed to qualify for coverage.
Filing a Warranty Claim
If you think your equipment has a problem that should be covered by True's warranty policy, you can file a claim through True's warranty support center. You can also use the support center to register your equipment. When registering your product or requesting a warranty evaluation, make sure you have all the necessary information on hand.
What You'll Need to File a Claim:
- Bill of sale
- Product serial number
- Model number
- Date of installation
- Description of the issue or repairs performed and supporting information about the defect
True must be notified within three months of the defect to qualify for warranty coverage.
If you purchased your True equipment through KaTom, our Warranty Team can help simplify the process through initial diagnostics, claim submission, status follow-ups, and technician scheduling, reducing the time it takes to resolve claims.
True reserves the right to modify its warranty policy terms and conditions at any time. Always check True's website and the literature included with your equipment for the most current warranty terms and conditions.
