Webinar Recap
Understanding product and system warranties in the flooring industry
In the ever-evolving world of flooring, understanding the nuances of product and system warranties is crucial for both consumers and professionals. Danick Lalonde, Area Technical Manager at TEC®, provided valuable insights into these warranties during his webinar for NTCA this summer, shedding light on their importance, types, and the intricacies involved.
The reality of warranty claims
Annually, billions of dollars in warranty claims are denied across North America. This phenomenon isn't restricted to the tiling sector but spans the entire flooring industry. The primary culprits? Incorrect product use, improper surface preparation, and product incompatibility. These issues underscore the necessity of understanding and adhering to warranty conditions to avoid costly denials.
Types of warranties
Manufacturers typically offer two main types of warranties: limited product warranties and system limited warranties.
• Limited product warranties
Limited product warranties cover the purchased products but often exclude labor, flooring materials, and other associated costs. These warranty periods vary, lasting from one year to a lifetime, depending on the manufacturer, application, and products. If a product is found defective, remedies generally include reimbursement or replacement of the product.
• System limited warranties
System limited warranties offer more comprehensive coverage and are often the best value for both for the end users and the building owners. System warranties usually cover all materials used within that system, including surface preparation, setting materials, tiles, and labor. They also come with specific requirements and conditions to ensure the installation is successful.
Limited product warranties cover the purchased products but often exclude labor, flooring materials, and other associated costs.
Securing system warranties
Manufacturers will provide the installation steps and requirements with a system warranty
To obtain a system warranty, one must first determine the work to be done—whether it's for showers, flooring, or walls—and the necessary products. Working with manufacturers or distributors is essential to obtain the required specifications. Manufacturers will also provide the installation steps and requirements with a system warranty. The requirements for that warranty and all of the instructions or product data sheets could be supplied at that time as well.
Manufacturers will provide the installation steps and requirements with a system warranty.
Conditions and requirements
For a successful installation and to maintain warranty validity, several conditions must be met:
- Always follow the manufacturer's instructions and guidelines on all products that are being used.
- Ensure the project meets applicable building codes (IBC, IRC).
- Comply with industry standards (TCNA, NTCA, ASTM) and any other standards that are related to the installation.
To maintain warranty validity, it’s important to comply with industry standards.
Warranties do not cover damages from accidents, improper installations, improper maintenance, use of products, or extreme environmental conditions (e.g., natural disasters). Any case of hydrostatic pressure going through flooring would cause issues that would not be covered by any of the system warranties. Proper maintenance education for end users is also critical.
If a warranty claim is submitted and a product is found to be defective under a system warranty, manufacturers usually handle this by repairing the affected area or reimbursing materials and labor costs, allowing you to redo the job. This might also include replacing the defective products. Always check with your manufacturer to understand what is covered, as this can vary. The warranty terms will outline specific remedies in detail.
By following manufacturer guidelines, selecting the right tools and products, and clearly documenting the work, you have a better chance of avoiding costly warranty denials and ensuring successful installations.
Warranty claims
When issues arise, there are certain key aspects manufacturers look for when a claim is filed, so it’s helpful to document the issue thoroughly. This includes archiving receipts, invoices, communication records, and photos/videos (with visuals of before, during, and after). Additionally, keeping a record of room/substrate temperature before, during, and after the installation, as well as logging product lot numbers and job progress by date from start to finish, is helpful.
By following manufacturer guidelines, selecting the right tools and products, and clearly documenting the work, you have a better chance of avoiding costly warranty denials and ensuring successful installations.
Most manufacturers require claims to be reported within 10 to 15 days of noticing a problem. While some of these steps are not mandatory, having this information readily available can significantly expedite the claim process.
System warranties are typically not transferable, although some may be. It's important to check with your manufacturer to determine if a warranty can be transferred from one owner to the next. Having this discussion will help you understand the potential for warranty transfer.
The start date of a warranty depends on the manufacturer. It could begin when the products are purchased, when the products are installed, when the work is completed, or when building occupancy is granted. It's essential to check with your manufacturer to understand when the warranty starts, as most warranties commence at the time of product purchase. This is particularly important if the products are purchased months before the work begins or if the work extends over several months. While the start date might not matter for a lifetime warranty, it is crucial for shorter warranties, such as five-year warranties.
If a failure occurs in a job install, you must follow specific procedures to log a claim. To initiate a claim, you need to understand how to communicate the problem—whether by calling a technical support line, sending a letter or email, or contacting the distributor or manufacturer. Additionally, you should know what information to provide when opening the claim.
What to avoid
Product substitutions may void a warranty, so stick to the specified products. If substitutions are necessary, consult the manufacturer.
It's crucial not to skip any steps in the installation instructions to ensure a successful install. Always follow the steps outlined and never start the project without fully understanding the warranty, installation instructions, and product data sheet.
Product substitutions may void a warranty, so stick to the specified products.
For example, if you're installing products for the first time from a new manufacturer and are accustomed to a competitor's product, do not assume that both products will install the same way. Different products may have varying installation methods, such as troweling and back rolling a liquid-applied waterproofing membrane versus spraying or just rolling. Understanding the data sheets is vital. To set up for success, ask questions if any procedure or product instruction is unclear, and seek clarification from the manufacturer.
Best practices
Understanding and adhering the product and system warranties is crucial in the flooring industry. By following manufacturer guidelines, selecting the right tools and products, and clearly documenting the work, you have a better chance of avoiding costly warranty denials and ensuring successful installations. If anything is unclear, seek clarification from the manufacturer. Take advantage of free product and installation training offered by manufacturers. If something seems off during the project, stop and contact the manufacturer for support. Embracing these best practices not only protects investments but also enhances the quality and longevity of flooring projects.
View the full webinar on NTCA's YouTube channel