Warranty

Below you will find Custom Equipment's warranty/warranty parts claim request procedure, warranty commencement procedure, and warranty filing procedures. Here you will also find important equipment owner information regarding warranty specifics and PDI's (Pre-delivery inspections that are conducted on any new or used aerial lift, prior to the delivery of the lift to an end-user by an authorized distributor).

At Custom Equipment, LLC, distributor and customer satisfaction is our number one goal. For quality control purposes, we ask that you follow the policies and procedures as outlined and detailed throughout this manual.

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  Warranty Commencement Dates

There are three specific commencement dates for the Custom Equipment warranty:


1. DISTRIBUTOR PURCHASED - DISTRIBUTOR UTILIZED
For distributor-utilized aerial platform lifts, the commencement date for aerial platforms will be defined as the date in which the new unit was placed into service, with the service date being defined as “the date in which the original invoice was generated at Custom Equipment and sent to the authorized distributor.”


2. DISTRIBUTOR PURCHASED - SOLD NEW TO AN END-USER
For a new aerial lift that is sold from an authorized distributor’s inventory directly to an end-user, the warranty commencement date will be defined as “the date in which the original invoice was generated at the authorized distributor and sent to the final end-user.” When a warranty claim is submitted to Custom Equipment, LLC. from an authorized distributor detailing a claim involving an end-user’s aerial platform, a copy of the original invoice from the authorized distributor to the end-user for the aerial platform when purchased, will be requested as the proof of warranty commencement date.


3. DISTRIBUTOR PURCHASE - SOLD USED TO AN END-USER
If a used aerial platform is sold to an end-user from the rental inventory of an authorized distributor, and the aerial platform has original warranty time remaining, the warranty commencement date shall be defined as “the date in which the original invoice was first generated at Custom Equipment and was sent to the authorized distributor.” In addition, for used machinery sales, a pre-delivery inspection form must be submitted to Custom Equipment within 15 days of the sale of any used piece of equipment.


It should be noted that all batteries are warranted for ninety (90) days, with commencement dates as listed above, and are pro-rated for the balance of the two (2) year warranty.

  Warranty and Return Goods Procedure

A Custom Equipment claim form is completed by the distributor/dealer. The dealer may assign their own company’s claim number or obtain a claim number from Custom Equipment’s warranty department. A blank warranty claim form can be requested via email to webwarr@customequipmentlifts.com or by contacting our warranty department at 262-644-1300.

Please insure that all warranty claim reports are filled out COMPLETELY prior to submitting for warranty reimbursement. Claims lacking specific, accurate, and complete information will be returned to distributor for clarification.

Submit the completed warranty claim form along with a copy of the work order via email to webwarr@customequipmentlifts.com or faxed to 262-644-1320.


Completing the Warranty Claim and/or Warranty Return Goods Request

When filing a ‘Warranty Claim/Warranty Return Goods Request,’ we reserve the right to request ALL defective, damaged, or failed parts be returned to Custom Equipment for evaluation and/or examination purposes. We reserve the right to inspect any item submitted for warranty consideration.

* Enclose ONE COPY of the ‘Warranty Claim Report’ along with any return goods being sent back to Custom Equipment, LLC ship to attention: warranty.

ANY parts that are returned to Custom Equipment for reimbursement should be carefully packaged and MUST be drained of all oil or fluids and properly capped or plugged to prevent seepage or leakage. DO NOT disassemble any items that are to be submitted for warranty reimbursement. Returned goods that are damaged because of improper shipping procedures may not be eligible for warranty reimbursement.


Warranty Claim Report /Warranty Return Goods Request Submission Process

1. Obtain Warranty Claim Report/Return Goods Request.

2. Properly fill out claim report. If more space is needed to describe the failure and corrective action, or to list additional parts used, attach a separate piece of paper with the Warranty Claim number clearly indicated on it.

A. The shop work order must include a detailed listing of any reimbursable labor and a listing of any reimbursable authorized repair parts.

B. Attach a copy of the original warranty claim form to the parts and submit to Custom Equipment.

C. A copy of the original parts invoice (for all parts purchased from custom equipment or from a pre-approved local supplier) is required for all warranty submissions.

3. Email webwarr@customequipmentlifts.com or fax 262-644-1320 back the original copy to the warranty claim department, including copies of shop order and parts paperwork.

4. Custom equipment will contact the originating distributor for any further processing information.

  Warranty Compensation

Compensation to an authorized Custom Equipment, LLC. distributor will be made as follows:

1. Warranty Labor Compensation

Custom Equipment will pay the Dealer based upon a valid and legitimate Shop Work Order at the current authorized labor rate per hour to repair or replace any defective parts using standard factory time allowances. Claims for loose wires, hardware and switches are generally not covered. Our warranty department can provide additional guidelines.

2. Warranty Repair Part Compensation

In some occurrences, unique warranty coverage may apply. At Custom Equipment, LLC’s discretion Custom Equipment reserves the right to substitute a reconditioned/rebuilt part as the method of part value reimbursement/replacement.

When new, used, or reconditioned/rebuilt parts are used for a warranty repair and installed onto a unit with remaining warranty, those parts will be subject to the machine’s remaining warranty time period. Under no circumstance will installing new, used, or reconditioned repair parts extend the machine’s original warranty time period.

3. Travel Time Compensation

A maximum of two (2) hours for ‘Travel Time,’ compensated at the current authorized travel time rate will be allowed for repairs that occur away from the Dealer Service Facility.

  Authorized Repair Parts

The following provisions apply to Custom Equipment repair parts.

Repair parts utilized for the repair on any Custom Equipment aerial platform:

  • Must be purchased or obtained from Custom Equipment, LLC.
  • Must be purchased from a local vendor, with prior written approval from Custom Equipment
  • Requests for local repair part procurement approval must be made directly to the Custom Equipment Warranty Department.
  • New repair parts obtained through Custom Equipment that are utilized for non-warranty repairs carry a non-transferable 6-month warranty. The warranty commencement date for new repair parts shall be defined as “the date in which the original invoice for the repair part was generated at Custom Equipment and sent to the authorized distributor.”


Repair Parts Ordering:

Authorized distributors may place orders via telephone or facsimile machine.


Parts Department Hours (central time zone, GMT -6):

Monday-Friday - 8:00 a.m. to 5:00 p.m.

Orders received before 12:00 p.m. will be processed the same business day.

All orders will be shipped pre-paid UPS ground, unless otherwise specified.

 

The following provisions apply to all Parts Orders regardless of whether they are being ordered for warranty repairs, spare parts inventory, or for immediate installation on a unit:

  • All Parts Orders invoiced and mailed are based on a 'Net 30-day' payment term.
  • Parts placed on Back-Ordered Status will ship as they become available, via the same shipping instructions as the initial order. All Freight Charges will be the responsibility of the consignee and will be added to the Parts Invoice.
  • Parts Sales are treated as F.O.B. factory (except orders that are 'Drop Shipped' from vendors and/or other suppliers)
  • Parts ordered in error by the customer may be returned to Custom Equipment within 30 days of shipment. After receipt and inspection of parts, credit will be issued at the original invoice price, less 25% restocking fee.
  • If incorrect parts were shipped by Custom Equipment, the customer must report the discrepancy within five (5) days after receipt to Custom Equipment. After return and inspection of parts, credit will be issued for parts and will include applicable freight charges. No restocking fee will be assessed.
  • All electrical components are non-returnable.
  Approved / Denied Warranty Claims

When your warranty claim or parts return request has been processed and approved for credit, you will receive a numbered Custom Equipment, LLC. ‘Credit Memo’ issued against the original Warranty Claim/Return Goods request.

If your warranty claim is denied or adjusted, a copy of your original Warranty Claim will be returned to you with a written response listing the reason(s) why.

A Warranty Claim/Warranty Return Goods request may be ‘Closed Out’ after 30 days, if warranty repair parts are not returned to Custom Equipment,LLC, a ‘Closed Out’ warranty claim can be considered to have been denied.

A distributor may submit for reconsideration of any warranty ‘Denial,’ ‘Adjustment’ or ‘Close Out’ decision. Please contact Custom Equipment, LLC for process instructions.

  Warranty Exclusions

The Custom Equipment warranty shall not apply to general maintenance replacement parts, or to general consumable items (including hydraulic fluid, lamps, etc). In addition, the following items are exclusions to warranty and not subject to distributor compensation/reimbursement:

1. PDI

‘Pre-Deliver Inspection’ or any other type or form of ‘Commissioning’ or ‘Inspection’ fees or assessments for inspection or set-up (unless specifically referenced, outlined, and/or detailed in a published Service Bulletin or Technical Advisory Bulletin)

2. Normal Wear and Tear

Repairs and labor costs incurred due to ‘normal wear and tear’ (Gate spring, hoses, brakes, wear pads, wheels, fluids, batteries)

3. Damage

Damage occurring during and/or caused by the transportation of the equipment, lack of proper maintenance, operator error, improper storage, environmental or climatic conditions, accidents, improper mechanical, hydraulic, or electrical repairs.

This exclusion includes any damage attributable to any accidental or intentional abuse of the product and includes improper operation, exceeding the rated capacity, or any other operation of the equipment beyond limits set forth in the machine documentation.

4. Preventive Maintenance (labor/material)

Preventative maintenance and any failure attributed to lack of scheduled or routine maintenance on any structural or mechanical part (pins, bearings, bushings)

5. Modifications to design

‘Non-authorized’ changes or modifications of any kind or type to the product may void all product warranty.

Note: ANY change or modification must be authorized in writing by Custom Equipment, LLC’s Technical Services or Engineering Departments.

  Warranty Limitations, Issues, and Documentation

Custom Equipment’s obligation under this warranty program is expressly limited to the conditions as outlined within this document and the warranty statement and shall not include any other charges such as tax, duty, or any other charges whatsoever or any liability for direct, indirect, incidental, or consequential damage or delay.

Custom Equipment makes no other warranty (either expressed or implied) and makes warranty as to the fitness or usability of any Custom Equipment product for any particular purpose or use. Under no circumstance is any employee or representative authorized to change this warranty in any way or grant any other warranty, unless such change is made in writing and is authorized by the ownership of Custom Equipment, LLC.


General Issues

1. Damage In Shipment

It is the distributor’s and/or customer’s responsibility to report any shipping damage directly to the carrier responsible, as soon as possible, after receipt of goods. Custom Equipment will assist the distributor or customer in any way possible.

2. Shipping Discrepancies

It is the distributor’s and/or customer’s responsibility to report any shipping discrepancies to Custom Equipment immediately. Shipments refused by the distributor/customer may be subject to a 25% restocking fee and return freight fee.


Machinery Documentation

A black plastic ‘Manual Box’ has been attached to each new Hy-Brid Lift and is located near the Joystick/Upper Controls. Within this box, you will find:

  • Aerial Platform Safety Manual
  • Operation and Safety Manual
  • Maintenance and Troubleshooting Manual
  • Warranty Registration Card
  • Pre-Delivery/Frequent Inspection and Test Report
  • Don’t Take Chances - Informational sheet
  • Manual of Responsibilities - detailing current ANSI/SIA regulations as they relate to ‘Self-Propelled Elevating Work Platforms,’ as published by ‘Scaffold Industry Association, Inc.,’

Custom Equipment, LLC reserves the rights to alter, add/delete, modify, or in any other way amend or change the preceding warranty provision without prior notice, or notification, or consent.

  LIMITED WARRANTY - Domestic Warranty Statement

Custom Equipment, LLC (the "Company") warrants that all new units of equipment manufactured and sold by it conform to the Company's latest published specifications. Also, that all purchased components and sub-assembled parts and assemblies shall be free from defect in material and/or workmanship for a period of 24 months from the date a new unit is placed into service, with the exception of batteries, which are covered by the battery manufacturer for a period of ninety (90) days (pro-rated for one (1) year) on batteries. Further, that all structural components manufactured, purchased, and installed by Custom Equipment, LLC shall be free of any defect in material and/or workmanship for a period of 60 months from the date a new unit is placed into service.

If the equipment owner/end-user experiences a failure or deficiency within the specified warranty period they must promptly notify an authorized Dealer service repair facility.

During the Warranty period, Custom Equipment, LLC reserves the right to replace, repair, exchange, or to provide a new, used or rebuilt component, assembly, sub-assembly, or weldment at their discretion, dependant upon circumstance, situation, and/or availability. For battery warranty, call the number listed on the battery for further instructions.

This Warranty Policy does NOT cover damage caused by: shipment, misuse of unit (includes operation beyond Factory established limits, loads, and/or specifications), or failure to properly service and maintain the unit in accordance with the Company's manuals or Factory Service Bulletins. Custom Equipment, LLC DOES NOT accept any responsibility for alterations or modifications to the unit, or damages caused by any natural disasters (such as fire, flood, wind and lightning).

THE PREVIOUS WARRANTY STATEMENT IS IN LIEU OF ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.

If field repair or parts replacement is necessary on any warranted components, Custom Equipment, LLC will reimburse Authorized Dealers for direct labor costs incurred according to the Company's current authorized Field Service Rate (FSR) and/or any established 'Flat Rate Guides'. Custom Equipment, LLC does not pay labor on any consumable items such as batteries, brakes, or tire wear. In no event shall the Company be liable for any indirect, incidental, consequential, or special damage (including and without limitation to: loss of profits, loss of revenue, cost of capital, cost of substitute equipment, downtime, examination fees, claims of third parties, and injury to person or property) based upon any claim of breach of warranty, breach of contract, negligence, strict liability in tort, or any other legal theory. This limited warranty statement recognizes the risks and limitations of product failure between Custom Equipment, LLC and the Buyer.

This written warranty is also understood to be the complete and exclusive agreement between the parties, superseding all prior agreements, oral or written and all other communications between the parties relating to the subject matter of this warranty. No employee, agent or distributor of the Company, or any other person is authorized to state or imply any additional warranties on behalf of the Company, nor to assume for the Company any other liability in connection with any of its products, unless made in writing, dated, and signed by an officer of the Company.

  LIMITED WARRANTY - International Warranty Statement

Custom Equipment, LLC (the "Company") warrants that all new units of equipment manufactured and sold by it conform to the Company's latest published specifications. Also, that all purchased components and sub-assembled parts and assemblies shall be free from defect in material and/or workmanship for a period of 24 months from the date a new unit is placed into service, with the exception of batteries which are covered by the battery manufacturer for a period of ninety (90) days (pro-rated for one (1) year) on batteries. Further, that all structural components manufactured, purchased, and installed by Custom Equipment, LLC shall be free of any defect in material and/or workmanship for a period of 60 months from the date a new unit is placed into service.

If the equipment owner/end-user experiences a failure or deficiency within the specified warranty period they must promptly notify an authorized Dealer service repair facility.

During the Warranty period, Custom Equipment, LLC reserves the right to replace, repair, exchange, or to provide a new, used, or rebuilt component, assembly, sub-assembly, or weldment at their discretion, dependent upon circumstance, situation, and/or availability. For battery warranty, call the number listed on the battery for further instructions.

This Warranty Policy does NOT cover damage caused by; shipment, misuse of unit (includes operation beyond Factory established limits, loads, and/or specifications), failure to properly service and maintain the unit in accordance with the Company's manuals or Factory Service Bulletins. Custom Equipment, LLC DOES NOT accept any responsibility for alterations or modifications to the unit, or, damages caused by any natural disasters (such as fire, flood, wind and lightning).

THE PREVIOUS WARRANTY STATEMENT IS IN LIEU OF ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.

In no event shall the Company be liable for any indirect, incidental, consequential, or special damage (including without limitation to loss of profits, loss of revenue, cost of capital, cost of substitute equipment, downtime, examination fees, claims of third parties, and injury to person or property) based upon any claim of breach of warranty, breach of contract, negligence, strict liability in tort, or any other legal theory. This limited warranty statement recognizes the risks and limitations of product failure between Custom Equipment, LLC and the Buyer.

This written warranty is also understood to be the complete and exclusive agreement between the parties, superseding all prior agreements, oral or written and all other communications between the parties relating to the subject matter of this warranty. No employee, agent or distributor of the Company, or any other person is authorized to state or imply any additional warranties on behalf of the Company, nor to assume for the Company any other liability in connection with any of its products, unless made in writing, dated, and signed by an officer of the Company.

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