Warranty Claim Form

For customers outside of the USA please complete the basic information and the attach the documents needed to process your claim.

Your invoice must have the BILL TO shown as True Manufacturing Co. Inc. 2001 E Terra Ln O’Fallon, MO 63366-4434

Instructions for Labor/Parts Claim

Instructions For Completing Form

1. Model and serial number of the equipment involved must be supplied (one cabinet serial number per claim form).
2. A copy of the Bill of Sale is recommended and may be required to determine warranty status.
3. No separate invoice from the service provider is necessary for warranty payment when the claim is submitted using the Labor Claim Form.
4. Claim must be received within three (3) months of the repair date. Claims received for payment after this time frame will be denied.
5. All service calls to diagnose and complete the repair must be submitted together on the same Labor Claim Form.

Warranty Service Guide

When submitting a bill for warranty work, please refer to the USA Warranty Repair Guidelines by Model. The hours submitted must be within the guidelines or authorization is required from True. The time spent on the job should be multiplied by the straight time labor rate to determine the charge. True reserves the right to pay no more than the average commercial hourly rates within the distributor territory or region of the country. To prevent delays in processing claims, a complete explanation of the diagnosis/failure and the repair are required. True understands that diagnostic and repair times may vary depending on the problem and model.

Multiple Repairs During Same Call

To diagnose and repair or replace more than one item, use up to the highest allowable time for the single repair, then add ½ hour for each additional repair.

Refrigerant Allowances

• No alternative blends are approved without written permission.
• New or reclaimed refrigerant meets ARI Standard 700.88 Lab test (for R134a/404a only.)
• The recovery and reuse of refrigerant is covered by the $30.00 reclaim charge (for R134a/404a only).
• Only the weigh-in charge for the unit will be reimbursed. Otherwise, an explanation will be required.

Labor Allowances

True will pay for labor under warranty for initial diagnosis and single trip for repair only without prior approval for multiple repair trips. Should the repair time or trips necessary to perform repairs exceed the allowed amount, contact the Technical Service Department or the Warranty Department for approval prior to exceeding allowed repair time.

Return of Parts

True reserves the right to request any part claimed under warranty to be returned.

To see what is covered/not covered under warranty please refer to the Warranty Statement

For warranty questions: please call us at 1-855-878-9277 or email [email protected]

For technical questions, please call us at 1-800-325-6152 or email [email protected]

Parts Reimbursement*

Procedures for Warranty Compressor Reimbursement or Replacement

• Call in the failure of the compressor to the Service Department at 855.372.1368. Please have the unit serial number ready.
• Take a picture of the defective compressor tag and submit it to True via one of the following methods:
  • Email: [email protected]
  • Online submission form found on truemfg.com
• The picture must be clear and readable and include the whole tag. All numbers will need to be read to verify that the correct compressor was still installed in the unit. In your submission, include the unit's serial number, and the ship-to address (if requesting shipment of another compressor). Once the tag is verified, the compressor will be sent out at no charge.

• If a picture of the compressor tag is not obtainable, then the compressor can be purchased from any of our Parts Depots in your area. Once the compressor has been changed out, the tag can be returned to the Depot, and credit will be issued once the tag is verified by the Depot. To find the nearest Parts Depot in your area, please call 1.800.325.6152 in the US and 800.860.8783 in Canada. Ask for the Warranty Department.

• If you have an account with True, then a compressor can be ordered and shipped out. You will be billed for the compressor. Once the compressor has been changed out, the tag can be returned to True within 30 days of the compressor change out for credit after tag verification. Return the tag by email [email protected]

• If a non-OEM compressor is purchased locally for a warranty unit, please send in a priced copy of the invoice from the compressor purchase along with the tag. Once the tag is verified, then True will reimburse the compressor purchase up to the amount that the compressor could have been purchased from True.
• Fill out the Warranty Compressor Reimbursement form and include your invoice with it.

• Failure resulting from non-OEM compressor installations are not covered under warranty.
• Claims must be received within three months of the repair date.
• If the technician calls in the failure and is told that the unit is under warranty, this does not mean the compressor will automatically be no charge or credited. The end user must have abided by True's Warranty terms included with the unit, and all tags must be verified for proof that True's compressor was still installed in the unit. Please note that a start component failure would not be covered under compressor only warranty, the compressor itself must fail.