Warranty claim processing

The warranty processing department is responsible for handling all warranty claims for system projects for the painting plant and for failed components of the robot and application technology. This includes all failed components and the functionality of the system sold. Successful warranty processing requires close cooperation with the customer and the specialist departments in order to be able to derive a long-term solution to the error and a technical solution from a root cause analysis.

Our warranty processing procedure

The customer reports components to be claimed/faults with the defect report or completed online form to the team Repair/Parts Warranty. Failed components that can be removed on site must be sent to Dürr for analysis.
The Repair/Parts Warranty team checks the warranty process with the relevant specialist department/supplier and decides whether the warranty claim is justified.
In the event of a justified process warranty claim or a warranty claim that needs to be rectified on site, Dürr will define a technical solution and, if necessary, an action plan in consultation with the customer.
In the event of a justified component warranty claim, the customer will receive the repaired component or a new part free of charge.
If the warranty claim is rejected, the processing and analysis costs incurred will be charged as a flat-rate inspection fee depending on the value of the new part. If the customer requests repair or replacement of the component with a new part, the flat-rate inspection fee will not be charged. You can obtain the currently valid flat-rate inspection fees from your service contact person.

Delivery address for defective components: Dürr Systems AG, Repair/Parts Warranty Marbacher Weg, 74321 Bietigheim-Bissingen / Germany

General data

Customer/factory: *

Address: * Please provide the exact delivery address

Contact person *

Telephone number * Note: Enter the country code

E-Mail *

Dürr project number or Dürr delivery note number *

Acceptance date Dürr or delivery note date *

Dürr ID / Article No. *

Serial number

Component Manufacturer as per nameplate

Deployment date *

Outage Date *

Error information

When does the error occur? *

Permanent error

Sporadic error

Where exactly did the fault occur and where was the component installed? *

Select an element

Other:

Line:

Zone:

Machine/robot no.:

Other:

Error description

Description of the defect – what is defective about the component or how does the defect manifest itself? * Please provide a detailed description and, if necessary, add informative images.

Upload file

Was the component in contact with the medium? *

Yes

Component must be delivered rinsed and externally cleaned. Please also enclose the safety data sheet of the medium used with the delivery.

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