5 Year Warranty!!!
All Mermaid Marine Air Conditioning Systems (excluding pumps) carry a limited 5 year warranty!
All Mermaid Manufacturing Ice Makers, Dry-Pals, Remote Refrigeration Units, and Medi-Kool (tm) products carry a limited one-year warranty. We will assist in honoring the warranty provided on our Distributed Products that include the generator and underwater light lines. Coming soon will be the Mermaid Technical Support links. For now, please email or call us for any questions you may have regarding any of our products. Read below for our normal warranty procedures. We hope you enjoy our website!
OUR NORMAL PROCEDURE FOR A WARRANTY ISSUE IS AS FOLLOWS:
FIRST AND FOREMOST, DETAIL EXACTLY WHAT THE PRODUCT IS DOING. NEXT, CALL OUR FACTORY AND ASK TO SPEAK TO ONE OF OUR TECHNICIANS. OUR PHONE NUMBER IS (800) 330-3553. YOU MAY ALSO REACH US VIA OUR "CONTACT US" PAGE OR SEND AN EMAIL TO INFO@MMAIR.COM. WE HAVE TECHNICIANS AVAILABLE 8-5 EASTERN TIME, MONDAY THROUGH FRIDAY. SORRY, WE HAVE NO TECHNICIANS AVAILABLE ON WEEKENDS. HAVING EXPLAINED THE ISSUE TO ONE OF OUR TECHNICIANS, THEY WILL PROBABLY SUGGEST A COURSE OF ACTION TO ISOLATE THE PROBLEM AND ELIMINATE THE ISSUE. SHOULD IT BE NECESSARY, WE MAY HAVE TO HAVE THE PRODUCT RETURNED TO THE FACTORY.
OUR NORMAL PROCEDURE, SHOULD THAT BE NECESSARY, IS TO SHIP A BOX WITH PACKAGING MATERIAL ENCLOSED TO YOU AT OUR EXPENSE.
PRIOR TO REMOVAL OF THE PRODUCT, INSURE ALL SAFETY CONCERNS HAVE BEEN ADDRESSED IE: SEACOCKS CLOSED FOR A/C, POWER OFF OR OTHER PRODUCTS, ETC.
FOR AIR CONDITIONERS: AFTER DISCONNECTING THE HOSES FROM THE UNIT, USING A BARB TO BARB HOSE CONNECTOR, CONNECT THE TWO ENDS OF THE HOSE TO EACH OTHER TO PRECLUDE ANY WATER ENTERING THE BOAT. REMOVE THE UNIT FROM YOUR BOAT AND CAREFULLY PACKAGE THE UNIT, TAG OR PLACE YOUR NAME, PHONE NUMBER AND A BRIEF DESCRIPTION OF YOUR PROBLEM ON THE UNIT. THIS IS NECESSARY BECAUSE FROM TIME TO TIME, SHIPPING DAMAGES MAY PRECLUDE US FROM IDENTIFYING THE UNIT FROM MARKINGS ON THE OUTSIDE OF THE BOX.
YOU HAVE TWO CHOICES AFTER PACKAGING THE UNIT, IDENTIFYING IT AND SEALING THE BOX UP. AS YOU UNDERSTAND FROM THE WARRANTY, IT IS YOUR RESPONSIBILITY TO PAY FOR FREIGHT TO GET THE UNIT BACK TO THE FACTORY (IF THE UNIT IS MORE THAN 6 MONTHS OLD).
UPON OUR DETERMINATION OF NEEDING THE UNIT BACK AT THE FACTORY, WE WILL OFFER YOU TWO CHOICES FOR HANDLING THE SHIPMENT BACK TO OUR FACTORY. THE FIRST IS CALLED AN "ARS" PROCEDURE (AUTHORIZED RETURN SERVICE). THIS PROGRAM INCLUDES A PRE-PAID LABEL TO BE SENT WITH YOUR RETURN BOX. THIS FEE IS A FLAT $60.00 (WHICH ALL GOES TO UPS). THE LABEL IS PLACED OVER THE ONE USED TO SEND YOU THE BOX. ONCE THE UNIT IS PACKAGED AND THE LABEL IS PLACED ON THE BOX, EITHER GIVE TO YOUR UPS REPRESENTATIVE, TAKE BOX TO THE CLOSEST UPS STATION, OR LASTLY CALL UPS AND THEY WILL COME PICK THE BOX UP. IF YOU UTILIZE THE PROGRAM OF CALLING UPS, THEY MAY CHARGE AND COLLECT AN ADDITIONAL $10.00 FOR THIS SERVICE. THIS IS OUT OF OUR CONTROL. PLEASE UTILIZE WHICH EVER PROGRAM WORKS BEST FOR YOU. FOR YOUR CONVENIENCE, THE "ARS" PROGRAM INCLUDES PRE-PAID INSURANCE ON THE UNIT. THE SECOND SHIPPING OPTION IS TO SIMPLY PACKAGE THE UNIT IN THE BOX WE PROVIDE AND USE ANY OTHER CARRIER OF YOUR CHOICE TO SEND PRODUCT BACK TO US. HOWEVER, BE SURE TO INSURE THE PACKAGE AS WE ARE NOT RESPONSIBLE FOR ANY DAMAGE TO THE UNIT WHILE IN TRANSIT TO OUR FACTORY.
YOU MAY SAVE A FEW DOLLARS, AND MORE IMPORTANTLY, TIME, BY TAKING THE UNIT TO UPS OR A UPS SHIPPER YOURSELF. INSURE THE UNIT!!! WE CANNOT BE RESPONSIBLE FOR DAMAGE IN SHIPPING. WE ALWAYS SHIP OUR UNITS WITH FULL INSURANCE.
WE GENERALLY REPAIR 90% OF UNITS WITHIN 24 HOURS OF ARRIVAL AT OUR FACTORY, AND ALL UNITS ARE REPAIRED WITHIN 48 HOURS OF ARRIVAL. ALL REPAIR COSTS, REPLACEMENT PARTS, LABOR, ETC. ARE AT OUR EXPENSE AS WE INSURE THE UNIT IS REFURBISHED TO 100% OF ORIGINAL FACTORY SPECIFICATIONS. WE WILL SHIP THE UNIT BACK TO YOU AT OUR COST VIA UPS GROUND SERVICE, AS WE STATED IN OUR WARRANTY.
UPS RED LABEL, BLUE LABEL, FEDEX OR AIR FREIGHT OPTIONS ARE AVAILABLE, BUT THE DIFFERENCE BETWEEN UPS GROUND AND THESE SERVICES ARE AT YOUR COST.
REPAIR ISSUES ? UNITS BEYOND WARRANTY/OUT OF WARRANTY?.SAME PROCEDURE AS ABOVE TO GET THE UNIT TO US. REMEMBER, INSURE THE UNIT. WE CANNOT BE RESPONSIBLE FOR DAMAGE TO A UNIT IN TRANSIT. WE WILL EVALUATE THE UNIT AND PROVIDE A REPAIR ESTIMATE FOR YOU. UPON YOUR APPROVAL, WE WILL REFURBISH THE UNIT TO AT LEAST, ORIGINAL FACTORY SPECIFICATIONS. FROM TIME TO TIME, WE CHANGE VENDORS, PARTS, ETC. TO CONTINUOSLY IMPROVE THE RELIABILITY OF OUR PRODUCT. WHEN YOUR UNIT IS RETURNED, COSMETIC ASPECTS OF YOUR UNIT MAY BE DIFFERENT, BUT WE GUARANTEE THAT IT MEETS OR EXCEEDS ORIGINAL FACTORY SPECIFICATIONS.
FOR MERMAID'S ADDITIONAL PRODUCT LINES: PLEASE CONTACT THE FACTORY AS STATED ABOVE, INDICATE THE ISSUES RELATED TO THE PRODUCT TO ONE OF MERMAID'S FACTORY TRAINED TECHNICIAN'S AND THEY WILL RECOMMEND THE BEST COURSE OF ACTION. AGAIN, EACH UNIT IS SUPPORTED VIA THE MERMAID FACTORY.
SHOULD ANY OF THESE ADDITIONAL PRODUCTS NEED TO BE RETURNED TO THE FACTORY, THE PROCEDURES ABOVE ARE FOLLOWED. AT NO TIME WILL MERMAID PAY FOR REMOVAL AND RE-INSTALLATION OF THE PRODUCT. OUR WARRANTY COVERS THE PARTS, IN-HOUSE LABOR, AND TRANSPORTATION OF THE PRODUCT.
SHOULD YOU HAVE ANY ADDITIONAL QUESTIONS REGARDING THE MERMAID WARRANTY POLICY, PLEASE DON'T HESITATE TO CONTACT US VIA EMAIL OR PHONE.
THANK YOU AGAIN FOR CHOOSING MERMAID MANUFACTURING!