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.

   

3. Enter the unit information.

   
   1. Select the Manufacturer. (Currently, the Submit Claim option is available only for Rheem and WeatherKing 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.

   
   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.

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.

   

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

   

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

   

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.

   

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

   

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 be 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.

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.

   

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

   

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

   

5. Select “Yes, use an existing order” and enter the order number. Click 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.

   

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

   

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.

   
   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 appropriate 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.

    

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

Track Your Claim Status

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

1. Sign In on Gemaire.com.

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

   

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

   
   1. Warranty Claim list.
   2. Filter your claim list by date range, claim status, failed part return status and Branch. Search claims by: claim number, unit serial number, sales order number, purchese order or credit memo number.
   3. Expand the "Claim Details" by clicking the arrow in the View column.

4. Claim Details

   
   1. Any claim record showing this symbol
      !

      Requires update.
      will require your attention to continue.
   2. Follow the steps and update (if applicable) in order to fulfill your claim.
   3. Errors and Warnings message area.
   4. Failed Part Return status area. This section will instruct you how to handle the Failed Part.
   5. Claim detailed information.
   6. 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.
   7. The Cancel Claim option should be available up until credit is issued.

   Failed Part Return Status Definition

   REQUIRED

   Return the Failed Part along with the Unit Serial Number and Sales Order Number to any Branch within 30 days of failure date.

   OK TO SCRAP *

   The Claim has been FULLY-PAID. The Failed Part can now be scrapped.

   HOLD UNTIL FULLY PAID *

   The return of the Failed Part may be requested by the Vendor at any time during the warranty process.

   RECEIVED BY BRANCH

   The Branch has received the Failed Part. The Claim will continue to process once the Failed Part has been received by the Vendor.

   TO BE DETERMINED

   Wait for the Claim to be automatically processed. Check back later for status updates.