This article only offers a summary overview of commonly requested details regarding generator warranties and is not exhaustive or guaranteed to be completely accurate and up to date. In the event of any differences between the summary below and the warranty terms and conditions, the terms and conditions control. View the full terms and conditions using the links below.
Understanding the diagnosis fee and warranty process for home standby generators: An informational Guide
Overview:
This guide provides an overview of the process for diagnosing potential warrantable issues and associated fees. It is designed to help overview the process and understand key steps involved.
Notes: This information is for general reference only and does not replace the terms and conditions of the official warranty statement. For precise details, refer to the warranty statement provided with your home standby generator.
Environment:
This article applies to home standby generators.
Diagnosis process
- Scheduling a diagnosis
- If you suspect an issue is covered under warranty, you must arrange an on-site diagnostic appointment with a Generac Independent Authorized Service Dealer (IASD).
- Owners are responsible for scheduling diagnostic appointments with a Generac IASD.
- Generac Customer Support can help locate a Generac IASD and facilitate communication. However, Customer Support cannot schedule appointments on behalf of the owner.
- On-site diagnosis and warranty determination
- Once on-site, the Generac IASD will conduct the diagnosis in conjunction with our Technical Services Team.
- Warranty eligibility is confirmed only if the issue meets all terms and conditions outlined in the warranty statement.
- Maintenance Records: For the warranty to remain valid, maintenance records demonstrating adherence to the maintenance schedule provided in the owner’s manual may be required.
Why a diagnosis fee may be charged upfront?
Generac IASDs may charge a diagnostic fee upfront, even if your warranty is active. This fee reflects the time (labor) and travel required for the IASD to diagnose on-site.
- Time and travel commitment: Determining whether an issue is warrantable can only occur after the IASD has already committed time and resources to travel to your location and perform the diagnosis.
- Uncertainty of warranty coverage: Until the diagnosis is complete, it is unknown whether the issue will qualify as warrantable. Charging a fee upfront ensures that IASDss are compensated for their efforts, even if the issue is later determined not to meet the terms of the warranty.
If the issue is determined to be warrantable and the labor and travel components of your warranty agreement remain active, the diagnostic fee will be covered under the terms of the warranty (subject to exclusions and conditions)
Warranty coverage for diagnostic fee
When the diagnostic fee is covered?
- If the issue is determined to be warrantable:
- The diagnostic fee will be covered under the warranty, provided your warranty agreement's labor and travel components remain active.
- Coverage is subject to any exclusions or exceptions outlined in the warranty statement.
Travel restrictions
- Warranty travel coverage applies only if the Generac IASD conducting the diagnosis is one of the reasonably nearest IASDss to your location.
Note: Owners cannot select a Generac IASD farther away (e.g. 10 hours) if a closer IASD (e.g., 15 minutes) is available.
- Travel coverage is limited to a maximum of:
-
- 3 hours of travel time, or
- 100 miles of distance
Key points to remember:
- Owner Responsibility for Scheduling: Owners are responsible for scheduling diagnostic appointments. Customer Support can assist with locating a Generac IASD and facilitating communication but cannot schedule an appointment on behalf of the owner.
- Generac IASD Only: Warrantable repairs and diagnosis must be performed by a Generac IASD.
- Joint Warranty Determination: Warranty eligibility is determined jointly by the authorized IASD and our Technical Services/Warranty Teams and must meet the warranty terms and conditions.
- Importance of Maintenance Records: Maintaining detailed records in accordance with the product manual’s maintenance schedule is critical for warranty validation.
- Upfront Diagnostic Fee: This fee ensures that IASDss are compensated for their time and travel, as warranty coverage cannot be determined until the diagnosis is complete. Fees are at the discretion of the Generac IASD.
- Refer to the Warranty Statement: The Warranty’s specific terms, exclusions, and conditions govern all aspects of coverage. Always refer to this document for definitive guidance.
Additional resources
