SPARE PARTS POLICY & PROCEDURE OF ALESSA

 

The purpose of this manual is to explain our policies and procedures.  Please familiarize yourself with the contents of this manual. It will answer most of your questions and clarify the after sales responsibilities of Hamad A. Alessa and Sons co. The after sales service provided, by us to our valued customers, has a direct influence on our business. After sales support can build consumer confidence, foster repeat business and build a brand. Customers who are satisfied are much more likely to bring repeat business to our door. The most trusted form of advertising is the statement of a happy customer.

As customer satisfaction is the key to long-term success, this manual will provide insight into how ALESSA can assist you in building up customer satisfaction by stocking recommended parts.

 

This manual makes reference to well-known ALESSA brands as below:

 

1. CRAFFT

2. HAAS

3. HITACHI

4. GIBSON

5. LEONARD

6. AIR MASTER

7. DOLPHIN

 

PRODUCTS NOT COVERED BY THE Alessa warranty.

Any products that do not have the original invoice along with warranty card.

Factory applied model/serial identification label present.

Products that have been modified/altered from their original factory configuration.

 

Products Sold By Alessa To Authorized Distributors

 

The warranty certificates clearly define the warranty terms:

  • One year on all household appliances and electronic products from date of installation.

  • Five years on the sealed refrigeration system* of refrigerators, freezers, room air conditioners, split Air conditioners, and water coolers purchased on or after September , 2014.

 

Distributor or the user.

* The sealed refrigeration system warranty covers compressor, heat exchanger, connective tubing, filter drier, leaks, restrictions and mechanical failure. Warranty does not cover refrigerant gas.

 

Parts Ordering:

  • To ensure efficient handling and accuracy, Commercial Dept will inform well in advance to service center with regard to their procurement plan.

  • Commercial department can only process orders that are received from Service Department with supplier part code.

  • Please number your orders for easy identification and cross reference to us.

  • To receive parts shipments in an expedient and timely manner, please ensure that your order meets lead time specified for each supplier.

  • Alessa service Parts department should monitor the movement of spare parts and order the parts based on the lead time and part number should be from the proper catalogue provided by Com. Dept or from the website of the supplier.

  • In those rare instances where part numbers are not available, please contact Com. Department with complete product model number including the engineering digit. (the last character of the model number printed on the model/serial label) are very important in identifying any changes made to products during the course of manufacturing a certain model.

  • Be sure to reference the correct parts catalog which matches the engineering digit of the unit you are servicing.

 

PARTS SUPPLY TO CUSTOMERS:

  • Warranty products: All critical components will be made available for products during warranty period.

  • For non-warranty products:  Major critical components which are necessary to run the unit will be made available for 5 years from the date of production unless otherwise mentioned in the warranty card.

  • Decorative or non-operational components will not be given after warranty period.

  • Non-available spare parts will be made available subject to the availability of the same with manufacturer.

  • Alessa will not be responsible for unforeseen closure of the manufacturing facility due to bankruptcy or any other reason.

This is not the final version of the Manual.  If changes do occur, we will update it with most current information.