Norlake Customer Support
FOODSERVICE
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Foodservice

Warranty Claim Process

Nor-Lake, Inc is pleased to announce that you now have the ability to submit claims to us
electronically using Warranty Central. This will reduce the time it takes to process your warranty
claims. All warranty claims must be submitted through Warranty Central, your paper
claim will not be processed without prior approval. The steps listed below will help you get
started.

How do you submit a claim to us?
Nor-Lake warranty claims are processed using an internet based software database called Warranty
Central. www.warrantycentral.net requires a Username and Password. If you don’t have one please
contact the Nor-Lake Service and Warranty Department by phone 800-388-5253 ext-1 or by E-mail
service@norlake.com.

Items required when submitting a claim:
1. Name and Complete address of the person or institution seeking reimbursement.
2. Name and complete address of the customer serviced.
3. Nor-Lake model and serial number of the equipment serviced. Most serial numbers are 8 digits, all
numeric – starting with the year, followed by the month the equipment was manufactured.
• If the service provided was on the box, the model and serial number is located above the door
on the header.
• If the service provided was on the refrigeration, the model and serial number is located on a
large 4” x 6” tag located on the base plate of the condensing unit.
• If the service provided was on a cabinet/reach-in unit, the model and serial number is on the
inside left hand wall or on the exterior back wall.

*** Please Note: It is possible that the Nor-Lake tag will be in another location other than that listed
above. Regardless, there will be a Nor-Lake, Inc. tag on each piece of our equipment. ***

4. Complete and accurate description of the service rendered to correct the problem.
5. List charges separately for parts, labor, and truck charge, as well as any other miscellaneous
charges.
6. For parts purchased locally for repairs, you must provide the wholesale receipt from the supply
house indicating the price paid for it. If a receipt is not provided, reimbursement will be based on
Nor-Lake’s wholesale cost.
7. For Copeland, Tecumseh, Bohn and Witt part failures within one year of service: Please exchange
the failed part at the wholesaler free-of-charge, as no credit will be issued from Nor-Lake, Inc.
8. If a work authorization was issued from Nor-Lake, please reference that number on your invoice
and claim.

*** The use of a Nor-Lake, Inc. contact name for authorization is not permitted***

Items required for reimbursement of a compressor within the first year of the compressor’s
operation:

Please submit the basic information requested above for submitting a claim, in addition to the following:
1. A copy of the wholesale receipt indicating that the compressor was exchanged at the wholesaler, as
it was warranted thru the compressor’s manufacturer, typically Copeland.
* Credit will not be issued from Nor-Lake, Inc for the wholesale cost of a compressor that is
covered under the compressor manufacturer’s warranty.
2. The model and serial number of the original compressor (copied from the tag) or a clear picture of
the original compressor tag.

* Do not remove the compressor tag, as the wholesaler will require it to be on the compressor
when it is exchanged.

Items required for reimbursement of a compressor not covered under the first year of operation:
Please submit the basic information requested above for submitting a claim, in addition to the following:
1. A copy of the wholesale receipt indicating the cost of the compressor, along with a copy of the
core credit receipt (if applicable).
2. The original compressor tag, unless it is from a semi-hermetic compressor as this metal tag must be
in place for the core credit to be issued from the wholesaler.

**Please Note: If you are not able to remove the tag from the compressor, please provide a copy or
picture of the tag. If the model and serial number is not completely legible, please print the information on your receipt or invoice. **

Nor-Lake may require that you produce wholesale receipts, compressor tags, photos, ETC. Also, you may be asked to fax this information after you submit your claim.

Please be aware that if you are called out on a job by Nor-Lake, our Rep, Dealer or the end user to
service Nor-Lake products and it is not under warranty or does not fall within our warranty
guidelines, or without prior approval, the claim will be rejected. Please make sure the customer is
aware of this. Please obtain prior approval and a “Work Authorization Number” from any Nor-
Lake service technician for service that is questionable. FOR ANY CLAIMS TO BE
CONSIDERED FOR PAYMENT, THE CLAIM MUST BE ACCOMPANIED BY THE MODEL
AND SERIAL NUMBER OF THE EQUIPMENT BEING SERVICED.

Note: All claims must be submitted with-in 30 days of the repair according to our stated Warranty
Policy.