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Warranty - User Guide

Overview

Gemaire.com will allow customers to order replacement parts and submit warranty claims electronically. This will make finding replacement parts easier, eliminate handwritten claims, streamline the drop off of broken parts at the branch, and reduce the number of processing issues.

There are two ways to begin the claim submission process. If you have already purchased the replacement part from us, locate the sales order number and proceed to Submit Claim Using an Existing Sales Order. Otherwise follow the Purchase Replacement Part instructions.

IMPORTANT: Currently, the Submit Claim option is available only for Rheem units.

Need Help?

Contact Customer Service today.

Email [email protected]
Phone 888-601-0038

Warranty Dashboard

Instructions

Warranty Lookup

Check the status of a Warranty

  1. Sign In on Gemaire.com.

  2. Access the Warranty tool by clicking on the Warranty option in the main navigation menu.

    Warranty link
  3. Enter the unit information.

    Warranty lookup form
    1. Select the Manufacturer. (Currently, the Submit Claim option is available only for "Rheem" units.)
    2. Enter the unit Serial Number.
    3. Enter the unit Owner Last Name.
  4. Click Check Warranty button to view the Warranty Status and Unit Registration details.

    Warranty details
    1. Warranty Status
    2. Requested Unit Information.
    3. Homeowner Information.
    4. Warranty Information.
    5. Unit Replacement History.
    6. Additional Unit Serial Numbers Under The Same Registration, if any.

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Purchase Replacement Part

Purchase Replacement Part

  1. Sign In on Gemaire.com.

  2. Access the Warranty tool by clicking on the Warranty option in the main navigation menu.

    Warranty link
  3. Enter the unit Serial Number and Homeowner Last Name. Click Check Warranty.

    Enter unit info
  4. Click Submit Claim from the Warranty status message, or select the "Submit Claim" tab.

    Success Submit Claim
  5. Select “No, create a new order”.

  6. If the homeowner last name is not provided or does not match the registered warranty, the Homeowner Info will need to be provided in order to complete the claim process.

    Success Submit Claim

    If the Homeowner last name match the registered warranty, the Homeowner Info will be displayed.

    Find order
  7. Select the Failed Part from the list by typing the part number or category in the search field. The search results will be narrowed by the characters typed.

  8. Complete the information related to the Failed Part and select its corresponding Replacement Part from the available options. Multiple failed parts can be added.

    1. From the drop-down list, select the Reason For Failure.
    2. The Date Of Failure will display the current date. If this is not the date the part failed, enter the correct date.
    3. Under the “Select Replacement Item” section, the screen will display replacement parts, inventory availability and price for each option. Select the desired item from the list.

Proceed to Checkout

  1. Select Proceed to Checkout button. The system will run a quick error verification on your order.

  2. Any verification errors need to be corrected to complete the claim process. Click View Errors to review and correct.

  3. If the message indicates the verification was successful, select Add To Cart to submit your order.

  4. Complete the checkout process as usual.

    1. Enter PO Number.
    2. Enter Job Name, Referenced By and Special Instructions if necessary.
  5. Click Submit Order to complete the order.

  6. Once the order is submitted, you will taken to the "Order Confirmation" page. Follow the "Next Steps" at the bottom of this page.

    You will also receive an "Order Acknowledge" email with the order details.


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Submit Claim Using an Existing Sales Order

Submit Claim Using an Existing Sales Order

  1. Sign In on Gemaire.com.

  2. Access the Warranty tool by clicking on the Warranty option in the main navigation menu.

    Warranty link
  3. Enter the unit Serial Number and Homeowner Last Name. Click Check Warranty.

    Enter unit info
  4. Click Submit Claim from the Warranty status message, or select the "Submit Claim" tab.

    Success Submit Claim
  5. Select “Yes, use an existing order” and enter the order number. Click Find Order.

    Find order
  6. If the homeowner last name is not provided or does not match the registered warranty, the Homeowner Info will be blank and will need to be provided in order to complete the claim process.

    Success Submit Claim

    If the Homeowner last name match the registered warranty, the Homeowner Info will be displayed.

    Find order
  7. Select a Replacement Item from the generated list. This list contains all the items in the sales order associated with the requested Unit. Multiple replacement items can be added.

    Select replacement item
    1. Select a replacement item by turning ON the "Select" switch.
    2. Select the corresponding Failed Part.
    3. Enter failed part Serial Number if required.
    4. Select the appropiate Reason For Failure.
    5. Update the Date Of Failure if necessary. By default it will show the current date.
  8. Select Review Claim to verify the information provided.

  9. Correct any errors that may occur. If any warnings are returned validate that all of the information provided is correct and Submit Claim.

  10. Once your claim is submitted, you will be redirected to the "Warranty Claim Received" confirmation page. Follow the "Next Steps" at the bottom of this page.

    Warranty Claim Received

    You will also receive a confirmation email with the claim details.


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Warranty Dashboard

Track Your Claim Status

You can track the status of your claims, supply any additional required information from the "Warranty Dashboard".

  1. Sign In on Gemaire.com.

  2. Access the "Warranty Dashboard" from your account Dashboard.

    Dashboard
  3. The "Warranty Dashboard" provides the most up-to-date information about your recent claims.

    Dashboard
    1. Select the Update button to complete or modify the information provided in your claim request. Depending on the claim status, the Update option may not be available.
    2. Select Print to open the Warranty Return Form in PDF format. From this point you can print or download the form.

    NOTE:
    If printed, the Warranty Return Form can be attached to the faulty part to ensure ease and accuracy when returning the part to the branch.


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