Every FGWilson Generator is covered by comprehensive warranty cover against defects in material and workmanship within the warranty period. To ensure the customer benefits from this cover it is important that the complete FG Wilson warranty process is understood. Every genset manual pack has a warranty section near the back, in this section the general warranty statement is laid out detailing FG Wilson's responsibility, the User's responsibility and the warranty limitations. In this warranty statement, references are made to the Warranty Registration Form and the Pre-Delivery inspection sheet, these are included in triplicate in the manual pack along with the Commissioning Sheet. So when a genset is received directly by a customer or by a dealer, they should fill these forms in and return them to us in a timely manner this helps to identify the genset at a later date should a claim be made. If damage is evident on a recently delivered genset then the Pre-Delivery Inspection sheet should be used to submit this information within 72 hours of it's receipt.
The Warranty period of a genset depends on the application of that genset and the hours of usage, a prime power genset has a warranty of 12 months from the date of start-up, a standby genset's warranty last for 24 months as long as it runs no more than 500 hours in each of the 2 years. We recommend that you always use quality diesel fuel, quality lubricating oil to manufacturer's specification, service your genset at the recommended intervals and always use OEM FGW filters. This is even more important during the warranty period of the genset as the warranty may be affected if the customer does not follow FG Wilson reccommendations. For example, it makes it very difficult for us to make a case for a failed engine when there is no service history evident, non OEM filters have been used and oil or diesel fuel is of questionable quality - considering the value of the genset the outlay for a planned maintenance schedule using quality parts and fluids is a small price to pay for peace of mind and will prolong the life of the genset.
What do you do in the event of a suspected warranty failure?
The first thing to do when something has failed is contact FGW Latca, it may as simple as a blown fuse or a more complicated problem, but discussing it with us may resolve the problem before time and money is spent. If it is deemed a warranty failure then the parts must be purchased and the repair completed. The next step is to fill in a warranty claim form, this form needs the genset serial numbers, dates of start-up and failure, hours run and concise information regarding the failure etc. This form should be submitted to LATCA as soon as possible after the failure occurs as we are time-constrained in claim submittal to the manufacturer i.e. a late submittal can result in an automatic denial. Photographs of major engine and alternator failures are required, we may also request that the failed part be returned so it is important to hold any failed parts for six months.
The process for failures of Delphi fuel injection equipment is slightly different, if a problem is suspected with a "Delphi" fuel injection equipment the parts must be removed from the genset and taken to the local Authorised Delphi dealer for inspection, again accompanied with engine serial number, hours run etc. If the failure on the Delphi fuel injection equipment is deemed to be warrantable the parts usually will be repaired or replaced by the Delphi dealer free of charge.
How do you replace the part?
If the part that has failed cannot be replaced from your own stock of parts, then contact the LATCA spare department; [email protected] for a quote on the replacement, then purchase it directly from us, carry out the repair and add it's cost to the warranty claim along with any labour involved. When the manufacturer receives the claim and accepts it, these costs will be reimbursed according to alloted labor rates and repair times. Warranty repairs can only be carried out using genuine F.G.Wilson parts, a warranty repair restores the genset to operating condition by repairing or replacing only the defective or failed parts.
What do you do with the failed part?
Do not dispose of any failed parts, hold on to them because they may be requested to be returned to the manufacturer for inspection - this is especially important for high value items.
How long does the process take?
The process depends on several factors involving the customer and us;
1. the failed part itself,
2. the speed with which the failure is reported,
3. the speed with which the part is ordered and replaced,
4. the part availability,
5. the speed of the claim submittal.
After the claim is submitted to the manufacturer there are targets and guidelines which will ensure a quick response. So basically I am asking you to help us help you, the quicker that failures are reported and submitted the better chance there is of a successful claim process.