Warranty
The warranty propose is to ensure that the AUTOTERM End-Customer is satisfied with the quality of AUTOTERM. In order to provide customer satisfaction, AUTOTERM stands behind its products as they leave AUTOTERM’s control.
While AUTOTERM warranty is granted to the end-user, it is administered and performed only through network of trained specialists, dealers and distributors of AUTOTERM service network
AUTOTERM will follow the procedures outlined in this manual in the processing and administration of service and warranty claims.
Warranty Period
Warranty period of the each heater type is specified in years or in heater operating hours, starting from the date of sale, installation or OE installations date or total operating hours, whichever is reached first, refer to “Warranty periods by heater type”.
If the installation date is not made known to AUTOTERM by registering heater, or by providing proof of installation date at time of warranty claim (i.e. installation invoice or ‘in-service’ document), the warranty period will begin on the date when part or heater was shipped from AUTOTERM'S warehouse.
Installation/Sale invoices or ‘in-service’ documents provided to AUTOTERM must include
heater model number(s) and serial number(s) of the installed heater(s).
Heater installation is recommended to be done by the service provider who have been trained and certified by AUTOTERM technical training
Heater self-installed by not AUTOTERM certificated specialists or end-users is strictly recommended to be inspected and approved by trained service or specialist to prevent denial of warranty in future due to improper installation. And to prevent any future problems which could be caused by wrong installation regarding safety and usage of heater.
Warranty period
Replacement Parts
All heater replacement parts are warranted to be free from defects in material and / or workmanship for six months from the date of sale or the remainder of the original warranty period on the heater, whichever is longer, proof of purchase for replacement part must be submitted together with the warranty claim. We advise to indicate serial number for replacement parts in invoices if part contains serial number, warranty claims or in-service documents.
Special Tools
Special tools (Fuel pumping devices, Diagnostic Stands, USB adapters.) are warranted to be free from defects in material and / or workmanship for two years (24) from the date of sale, proof of purchase need to be submitted together with the warranty claim.
Control panels and modems
Control panels and Modems are warranted to be free from defects in material and / or workmanship for two years (24) from the date of sale, proof of purchase with indicated serial number must be submitted together with the warranty claim.
Warranty Periods by Heater Type
* Whichever is reached first.
Heater Type
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Standard Warranty Period
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Air heater
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2 years or 2,000 hours*
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Coolant Heaters
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2 years or 1000 hours*
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Positions that ARE and ARE NOT covered under the warranty
The purpose of AUTOTERM Warranty is to provide the end user (customer) of AUTOTERM products with protection from defects in material and workmanship.
Parts that are cowered under warranty:
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Control panels, modems or other electronic products provided by AUTOTERM
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Heater control units
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Glow plugs
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Fuel pumps
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Combustion chambers
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Air blowers
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Coolant pumps
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Flame, overheat and temperature sensors
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O-rings, gaskets (O-rings. Gaskets and seals only paid when main part was defective, individual claim will not be accepted)
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Wire harnesses (only those provided by AUTOTERM are warranted) but prior authorization is required from AUTOTERM’s Warranty Department
SERVICE
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Shipping costs associated with the authorized return of warranted parts from the AUTOTERM Dealer / Distributor to AUTOTERM (only for shipments that contain parts specifically requested by AUTOTERM).
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To receive travel time to repair heaters installed on boats and / or off-highway heavy equipment, the travel section must be completed on the warranty claim for consideration of payment.
Parts and operations that are not covered under warranty:
Heaters no longer covered within terms of warranty wear and tear of parts, including:
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O-rings
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Clamps, casing clips, brackets
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Coolant
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Glow plug screen
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Fuel system components (fuel stand pipe, fuel lines, etc.)
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Fuses
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Wire connectors, terminals and screws
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Air ducts
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Intake tubes
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Parts that malfunction due to improper installation, which may result from:
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Inadequate air or coolant flow
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Inadequate or restricted fuel flow
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Poor fuel quality, BIO diesel or fuel that isn’t meant for specific heater.
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Inadequate voltage due to improper wiring upon installation
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Inadequate protection from shock or vibration
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Inadequate protection from road spray or weather conditions
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Components that have been opened, tampered with or modified by parties other than AUTOTERM
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Using non-standard parts or parts not approved by AUTOTERM, in the installation
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Diagnosis or repairs completed when cause of the problem or failure is due to electrical system
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Problems outside the heater, excessive engine debris or empty fuel tanks or poor quality fuel.
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Deterioration due to normal wear, corrosion, abuse, damage, accident, improper storage or operation.
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Costs incurred through an incorrect diagnosis, poor performance of the repair. This also applies to corrections of installations that did not meet AUTOTERM specifications. In these cases, the costs incurred are to be charged from the original installer of heater.
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Heater malfunction if there was any welding jobs done without disconnecting the battery.
SERVICE
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Postage costs from unauthorized return of warranted parts from the AUTOTERM Dealer / Distributor to AUTOTERM. AUTOTERM will refund only those postage costs which will be agreed about shipment to AUTOTERM WARRANTY DEPARTMENT
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AUTOTERM will not pay for return postage costs to the Dealer / Distributor where parts are deemed acceptable after testing.
Normal periodic heater maintenance (as outlined in each heater manual) shall be the responsibility of the owner of the heater. As a general guideline, the heater should be run a minimum of once per month for twenty (30) minutes all year round.
Warranty Registration
IMPORTANT NOTE: There are several important reasons why the heater should be registered, please register your heater online at www.autoterm/warranty
If a warranty registration is not received by AUTOTERM, heater warranty period begins on the date the heater is shipped from AUTOTERM’s warehouse or by providing sales document or in-service document. When the heater is properly registered, AUTOTERM can identify the date on which the heater was installed and / or put into service if installation was OE(original equipment) and therefore begin the heater warranty period on that date. This effectively extends the warranty period of the heater to the maximum time available.
Registering the heater also serves the purpose of identifying the purchaser and original installation of the heater since the warranty is non-transferable.
It also identifies dealer who accepted installation or installed heater so, if required and if necessary, any installation related problems could be brought to the attention of the installer or dealer who accepted installation.
AUTOTERM recommends all dealers / distributors register their customers’ heater installation by completing and submitting registration form via the internet on AUTOTERM’s website, www.autoterm/warranty.Type in heater serial number and fill in warranty registration for by filling in all required installation data in warranty registry form.
If there isn’t possibility to registry heater online it’s acceptable if it’s done on paper warranty card witch is included in each installation kit.
Again, it is in the customer’s best interest that the heater has registered to receive the full warranty period allotted for their particular heater.
IMPORTANT NOTE: If the heater registration is not completed and received by AUTOTERM the heater warranty period begins from the date the heater is shipped from AUTOTERM'S warehouse, unless other supporting information is provided to AUTOTERM upon request. (Purchase evidence or in-service document with indicated serial number as a reference is obligatory)
Requirements to Perform Warranty Repairs
To conduct warranty repairs and submit warranty claims, the following criteria must be met:
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Possess and maintain certified technicians who have undergone AUTOTERM technical training (installation, diagnosing and troubleshooting) and warranty training.
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Possess all tools required to install, maintain and service AUTOTERM products as outlined in the ‘Tools and Equipment’ section of AUTOTERM manuals.
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Possess at all times at least one copy of the current AUTOTERM Warranty Manual and all applicable heater service manuals. The latest AUTOTERM Warranty Manual is available by downloading directly from AUTOTERM’s website, https://autoterm.com/manuals
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Maintain sufficient inventory of parts, based on heater type serviced.
Procedure Prior to Starting Warranty Work
Before starting any warranty repairs on the heater, please check, as appropriate and as suggested in the ‘Technician’s Checklist’,
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Electrical System
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All wires and connectors tight and free of corrosion?
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Is power taken directly from the batteries and ground to the batteries?
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Fuel System
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Have proper diameter fuel lines been used?
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Have proper length fuel lines been used before and after fuel pump?
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Has a proper connection to the fuel supply been made?
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Is the fuel flowing or has it gelled?
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Are there restrictions in the fuel line?
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Is the fuel pump properly aligned?
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Is the fuel filter clogged if it’s installed?
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Is the fuel filter before fuel pump not after?
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Has fuel stand pipe been used and is it the proper length from the bottom of fuel tank?
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Coolant Flow or Air Flow System
a) Are there any obstructions in the system?
b) Is the heater system too large or small for the application?
c) Has proper coolant hose size or ducting size been used?
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Total operating hours to-date (with Autoterm-test 1.7 or TDT USB adapter diagnostics tool report).
Procedure for Performing Warranty Work
As a member of the AUTOTERM distribution organization you are trained in the installation, troubleshooting and repair of AUTOTERM heaters and systems and you have all of the necessary tools required to properly diagnose heater functions.
Technical documents, installation manuals, repair manuals are available by downloading directly from AUTOTERM’s website, https://autoterm.com/manuals. Manuals are periodically updated,
Once you have examined the heater for system or installation problems, as set forth in the preceding section and have determined that warranty work must be performed, follow the technical publications and use your training and experience to correct the cause of the problem.
Any part replaced under warranty must be tested as per the current heater manuals test procedures to confirm that it is defective before it is claimed. Parts that should be tested are, but not limited to:
Follow each heaters repair manual located in website https://autoterm.com/manuals
AUTOTERM assumes that the technical repair is carried out without fault (i.e. replacement of only those parts that are defective)
Procedure for Submitting Warranty Claims
IMPORTANT NOTE: After the repair work has been performed and the heater is operating properly and it has been determined, that the problems were truly warranty problems and not due to improper application specification, installation or operation; the claim procedure is as follows:
1. Affix the AUTOTERM Warranty Tag to all claimed parts. Fill out all the information indicated on the tag: Claim Number, AUTOTERM reserves the right to inspect any or all parts, upon request. If any of these parts are not requested back by AUTOTERM after the ninety (90) day period, the part may be disposed of.
IMPORTANT NOTE: AUTOTERM request parts back, it will be issued to the dealer. It is important to receive all requested parts back as warranty claims are reviewed either at AUTOTERM. It is imperative that defective parts are available for testing and evaluation.
Warranty claim must be submitted within thirty (30) days from the date of repair. Complete all information including:
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Heater serial number
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Heater part number
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Heater serial number
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Application type
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Vehicle information (type and VIN)
IMPORTANT NOTE: Warranty claims that are inaccurate (information does not correspond to the information received for the warranty registration or sales record at AUTOTERM) will be on hold pending the information required for clarification.
Describe the problem and repair in detail in the ‘Description of the malfunction and the circumstances under which it was discovered’ section, in the format of complaint, cause and correction; it is important to add damage report from autoterm test 1.7 where is indicated last error codes and total operation hours due warranty limits.
Attach diagnostic report from autoterm test 1.7 or TDT to display total operation hour and malfunction present.
To receive travel time for heaters that are installed on boats and off-highway vehicles heavy equipment travel section must be completed on the warranty claim. Approval for travel must be validated by warranty department. If heater is not registered in online warranty registration system, warranty office will ask for additional information. If provided information will be poor quality no travel time will be paid only labor costs.
IMPORTANT NOTE: Claims submitted more than ninety (90) days from the date of repair will be rejected. There will be no exceptions made.
Procedure for Submitting Warranty Claims
Filing Your Claim
Fill in the online/or standard claim form with all required information as regular claim in the format of complaint, cause and correction, mark “AutotermTest file submitted” at the end of the claim description. Submit your claim to Autoterm warranty office. Upload your diagnostic report.
Warranty Process
Once the claim and submitted files are received, the claim will be processed. If any file are missing or incorrect files are received, the dealer submitting the claim will receive an email notification about additional information that is needed, please respond within ten (10) business days to avoid further delay. If no additional information or file is received to support the claim, claim will be denied
IMPORTANT NOTE: Please retain all replaced defective part/parts for at least ninety (90) days, AUTOTERM reserves the right to inspect any or all parts, upon request.
AUTOTERM’s Internal Procedure for Processing Warranty Claims
If any of the following criteria found in a submitted claim which will delay the claim process, the dealer submitting the claim will receive an email notification, please respond within ten (10) business days to avoid further delay or refusal of claim
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Additional information is required by AUTOTERM WARRANTY OFFICE to process the warranty claim.
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The heater warranty period has expired
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Parts claimed were not covered under warranty; inadequate parts return; duplicate warranty claim; used for warranty claim that was not approved for a particular serial number, etc.
Based on the provided information and / or testing result of the return part / parts, the claim disposition will be communicated to the Dealer through email
Warranty Authorization (W)
Other positions require warranty authorization, please request warranty authorization before sending warranty claim.
IMPORTANT NOTE: If the requested part is not received within thirty (30) days from date of request, the claim will be rejected and closed permanently.
Parts and heaters must be packaged securely to avoid damage in transit, as damaged parts / heaters are not covered under warranty.
All parts and heaters must be marked clearly with a completed warranty claim number Parts that are not tagged will not be tested, which will result in automatic warranty claim rejection. Parts can be returned to the dealer at their cost. Proper documentation must accompany each shipment, which includes shipping labels marked clearly with AUTOTERM reference numbers, Ship to:
LLC "AUTOTERM"
72 Paleju street, Marupe,
Marupes district, LV-2167,
Latvia
Warranty Department
NOTE: Tested parts found not to be defective can be returned to a dealer at their request and cost. All parts are disposed by AUTOTERM thirty (30) days after the disposition of the claim has been sent to the dealer.
New Defective Parts or Heaters (when they are NOT covered under warranty)
If a new part or heater is determined to be defective by visual inspection, or found to be functionally defective immediately, prior to installation, it should be returned to AUTOTERM
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A copy of the original invoice or packing slip (with the new, defective part or heater listed on it must be submitted to the attention of AUTOTERM’s warranty department’s e-mail). Verbal requests will not be accepted or processed.
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AUTOTERM’s warranty department will write approval for return of the goods
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All parts/heaters asked for return must be packed securely to avoid denial to warranty due mechanical damage.
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Proper documentation must accompany each shipment, which includes: shipping labels marked clearly with warranty claim No, affixed to the outside of the package or malfunctioning part
IMPORTANT NOTE: Appeals will not be considered for claims that have aged beyond ninety (90) days of final rejection issue date and closed permanently.
Warranty Claim Process
The claim outcome is communicated to the Distributor or Dealer. If claim is necessary:
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The Distributor or Dealer files warranty claim to AUTOTERM by filling out form in the online warranty claim system and submit to the Warranty Administrator. This must be within thirty (30) days from the claim outcome that was communicated.
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If there is a warranty returned part involved, the Warranty Technician will re-test the part again and document the test results.
Based on warranty technicians performed test results, final outcome will be announced to dealer/distributor and claim will be accepted or denied.
AUTOTERM Flat Rate Labor
IMPORTANT NOTE: The test files are then attached to an email and submitted to Autoterm warranty department referencing to the assigned Claim (D.S)
When submitting a warranty claim, it is important to describe problem as short and detailed as possible. Describe repair actions what have been made to put heater in normal work together with error codes. Make sure that replaced part was malfunctioning follow the repair manual https://autoterm.com/manuals.
Any requests for dealer labor rate, time and cost increases must have to be done in writing and send to the AUTOTERM Warranty Department. Dealer will receive approval or denial from AUTOTERM warranty Department regarding labor rate, travel distance, and costs.
IMPORTANT NOTE:
Whole heater return is not acceptable unless authorized by AUTOTERM. If unauthorized whole heater returns, the heater will be tested and only defective part will be paid under warranty, no labor will be paid for the claim. Please verify heater returning to AUTOTERM before sending it.
Tools and Equipment
Generally, standard workshop tools are required for the installation and repair of AUTOTERM heaters. However, there are a few additional tools required for efficient troubleshooting and repair. All required tools are listed below.
Required Equipment for General Heater Repair
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The Autoterm test 1.6 program and USB adapter (Heater Diagnosis Kit, part number assy 2135 , can be obtained to perform functional tests on all Autoterm heaters (exeption 14tc mini for 14tc mini use TDT diagnostic softwhare instead of Autoterm test 1.6)
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Fuel pump Tester part number assy 3455
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Test stand for all heater post repair testing stand number 916
• Torx keys from T10 to T27
• Metric wrenches and / or sockets (7mm to 27mm)
• Fuel line cutter or knife
• Multi-meter
For complete and thorough service of AUTOTERM heaters, the following special tools and equipment are recommended in addition to those listed above.
Special Tools
• Thermometer, minimum range of 0°C to 300°C
• CO2 gas analyzer, minimum range of 0 to 20%
AUTOTERM Limited Warranty
Autoterm Products, Inc. (“AUTOTERM”) warrants its heaters (the “Products”) to be free from defects in materials and workmanship, subject to the terms below.
AUTOTERM will, at its option, repair or replace any Products or any parts of a Product which are subject to warranty according to AUTOTERM’s Warranty Manual (the “Warranted Parts”) if such Products or Warranted Parts are proven defective in materials or workmanship during the relevant warranty period (the “Warranty Period”) described below. This is AUTOTERM’s sole obligation under this warranty.
This warranty extends only to the original owner (each an “Owner”). Unless AUTOTERM agrees in writing, this warranty cannot be transferred and it only applies to a Product in its original installation.
The Warranty Period is: (a) two (2) years or two thousand (2,000) operating hours (whichever comes first) for air heaters; or (c) two (2) years or one thousand (1,000) operating hours for coolant heaters(whichever comes first)
The Warranty Period begins on: (a) the date of sale of equipment containing the Product by an Original Equipment Manufacturer (“OEM”) to the Owner; or (b) the date of installation for the Owner or the date of shipment by AUTOTERM, whichever is later, for all Products not sold to an Owner by an OEM.
To obtain service of a Product under this warranty, present the nearest AUTOTERM authorized and trained dealer (each “AUTOTERM Dealer”) with proof of purchase and for Products not sold by an OEM, the date of installation. To establish the date of purchase and date of installation of a Product, Owners should register for the AUTOTERM Warranty on-line at www.autoterm.com/warranty If the Owner has not registered online, the Owner can submit to the AUTOTERM Dealer other reasonable proof of the dates of purchase and for Products not sold by an OEM, of production installation. If the Owner cannot prove such dates, the Warranty Period will be deemed to have started when the Product was shipped by AUTOTERM warehouse.
The AUTOTERM Dealer will perform warranty service subject to this warranty and AUTOTERM’s Warranty Manual. The AUTOTERM Dealer will also complete and submit a Warranty Claim to AUTOTERM. AUTOTERM will pay only AUTOTERM Dealers or installers to remove and re-install Products and Warranted Parts according to AUTOTERM'S Warranty Manual. AUTOTERM shall not pay for any other labor costs.
Depending on where and how the Product was installed, the Owner may be required to return the Product to the AUTOTERM Dealer who originally installed the Product for warranty service. The Owner will pay the cost of this return. When servicing according to this warranty, AUTOTERM or an AUTOTERM Dealer may replace parts with new parts and change part specifications without notice provided such replacements or changes do not adversely affect the Product’s performance.
This warranty does not cover damage or defects caused by: (a) installation; (b) service; (c) the use of replacement parts which are not genuine AUTOTERM parts; (d) use of a Product for other than its intended purpose; (e) use under other than normal conditions; (f) use contrary to AUTOTERM’s instructions; (g) accident; (h) neglect; or (i) normal wear and tear on parts such as glow plug screens, fuses, intake and exhaust tubing and ducting.
THIS WARRANTY IS IN LIEU OF ALL OTHER EXPRESSED OR IMPLIED WARRANTIES. AUTOTERM’S LIABILITY FOR DAMAGES IS LIMITED TO THE COST OF REPLACING THE PRODUCT. AUTOTERM SHALL NOT BE LIABLE FOR SPECIAL, INCIDENTAL, PUNITIVE OR CONSEQUENTIAL DAMAGES. THIS IS AUTOTERM’S ENTIRE WARRANTY. IT CAN ONLY BE CHANGED WITH THE EXPRESS WRITTEN CONSENT OF AUTOTERM.
THIS WARRANTY SHALL BE INTERPRETED AND GOVERNED BY THE LAWS OF REPUBLIC OF LATVIA REGARDLESS OF WHERE THE PRODUCT IS SOLD OR INSTALLED. ANY LEGAL ACTION REGARDING THIS WARRANTY SHALL ONLY BE COMMENCED IN THE ARBITRATION COURT “ARBITRAGE” (REG.NO.40103257175, ADRESS: SPARĢEĻU STREE8, RIGA, REPUBLIC OF LATVIA) IN ACCORDANCE WITH THE RULES OF PROCEDURE OF THIS ARBITRATOR IN COMPOSITION OF ONE ARBITRATOR, IN WRITING. THE LANGUAGE OF ARBITRATION PANEL WILL BE LATVIAN.
If you have any questions about this warranty, contact AUTOTERM’s Warranty Manager at warranty@autoterm.com