Wear & Tear Parts

Wearing parts like belts, augers, belts, chains, and tines are NOT covered under this Warranty. def. wear & tear- the loss or damage that occurs to something in the course of normal use.

Check out some of the parts that are considered wear & tear

There are some exceptions to this rule:

• The product arrived damaged
• The product upon arrival was missing a part(s)
• First-time Cx is calling, we can replace the part as a one-time courtesy. The agent must explain that for any future requests, the Cx is to be referred to our website to purchase the wear & tear part in question. 
• In the event of an Escalation the part can be replaced as a courtesy (TL approval is required) if the customer is extremely irate and threatening to report us to the BBB or states they will leave a negative review on any of our social media platforms (IG, Facebook, Twitter, etc.)

It's required to leave a note in CMS if you've offered/given a courtesy or if you sought approval from a TL. It's important for us to know what went on during the call without having to listen to the recording. It's easier with Chat/Email because we have access to the thread. For this reason, be considerate and give us a heads-up! See the examples down below:

And Remember the following:

• There are some models for that we do not sell replacement parts. (For example, for the model SJ618E we do not sell a replacement auger. So, in any case, if the auger is worn out/defective/not working we can replace the entire unit as long as it is under warranty).
• If the wear and tear part the customer needs is out of stock we would need to sign the customer up for an in-stock alert. 
• If the customer has been waiting over 3 months and is complaining about the parts still being OOS, offer to extend the warranty on the product. (Extension should be equivalent to the amount of wait time)
• The Cx is not satisfied with the warranty extension, proceed with replacing the complete unit.
• If the customer is not under our warranty we can recommend them to check our authorized retailers as they might have the parts needed in stock