Overview
When a customer reports a potential warranty issue, the Customer Care team initiates and manages the claim. This guide covers documentation and evidence.
Step 1: How customers report warranty issues
• Customer Care: phone, email, or chat, logged via the CC Warranty Claim Form
• Through a retail partner acting on the customer’s behalf
Step 2: Initiating a claim
Each warranty claim must log:
• LA Ticket ID
• Reported Issue — see Issue Categories & Definitions
• Place of Purchase (Online, Retail, or Other)
• Original Sales Order Number, or for retail purchases the store number and a copy of the receipt
• Product traceability information
• Supporting Notes — customer observations, troubleshooting steps taken, and results
• Supporting Evidence — photos that clearly illustrate the reported defect
Product traceability information
Collect all three on first contact:
• Julian date
• Serial number
• Inspection sticker number from the back of the panel or base
If the boxes have already been discarded, the QR code on the back of the panel can be used as a fallback.
These are required by the Production and Quality teams to trace which production run the piece came from. Collecting them upfront avoids reopening the claim later, which is one of the most common causes of delay on warranty cases.
Photo and evidence standards
Give the customer the standard before they photograph. Evidence that does not meet it cannot be used to make a determination and will require a second request.
For bow, warp, or dimensional claims:
1. The piece lying flat on the floor, design side up — not on sawhorses, not on edge, not supported at the ends
2. A level placed across the width for panels, or around the perimeter for bases
3. A close photo of the measured gap with the bubble in the level clearly readable
4. A photo of the level placed directly on the floor beneath, confirming that surface is itself level
For drainage or standing water claims:
5. Video with the water running
6. A second video after the shower head is turned off, showing whether water clears
7. Level readings around the perimeter, all four sides plus at the drain
For all claims: photos should show the defect clearly and in context.
Once the claim is logged and evidence collected, continue with Warranty Claim - Internal Processing.