Dealer Guide.

Transcription

1 Dealer Guide

2

3 Welcome to We are proud to welcome you to the Montigo Dealer network. Montigo designs and manufactures fireplaces from an installation friendly perspective. All Montigo products are 100% manufactured in North America, with manufacturing facilities in Canada and the United States. This ensures the exceptional quality of Montigo branded products, and quick and efficient delivery of products throughout North America. Please visit for more information The History of 1976: Before Gas Fireplaces In 1976, president and founder, Dan Binzer started installing zero clearance wood burning fireplaces for local builders in Vancouver, BC. Over the years demand grew for a gas alternative and Dan engineered and manufactured the first ever sand pan logset. The logset was installed in a zero-clearance wood burning fireplace shell, resulting in one of the first zero-clearance gas fireplaces on the market. 1985: Gas Fireplace Manufacturing Begins Demand for gas fireplaces grew rapidly, especially among multi-unit developments, and Dan Binzer started a company called Canadian Heating that would offer full-service design, engineering, and manufacturing for gas burning fireplaces. Under the Montigo brand, Canadian Heating began manufacturing and selling a wide selection of zero-clearance gas fireplaces throughout Canada. In 1985, development began for the latest and greatest in gas fireplace technology direct venting. 1994: Manufacturing Excellence is Achieved Development and advancement of the gas fireplace continued over the years with constant improvement to efficiency and the refinement of manufacturing processes to deliver an optimum fireplace each and every time even for completely custom units. Today: Montigo leads the way with modern fireplace design As one of the first manufacturers to bring to market a linear designed fireplace, Montigo now offers the largest selection of linear fireplaces demanded by designers, architects, and homeowners who want to create a modern and contemporary space. 3 July 1, 2018

4 4 July 1, 2018

5 Contents Montigo Canada...7 Montigo USA...7 Online Resources...9 Dealer Locator Listing on Montigo.com...9 Claim Forms...9 Product Ordering...11 Reading Product Part Numbers...11 Part Number Key...12 Reading the Rating Plate...13 Sample Price List...14 Order Processing...15 Freight Policies...16 Freight Charges...16 Product Returns...17 Product Returns & Credits...17 Product Warranty...19 Warranty Coverage...19 Service Labor Policy...20 Troubleshooting Montigo Fireplaces July 1, 2018

6 6 July 1, 2018

7 Montigo Canada CANADIAN HEATING PRODUCTS INC. Operator / Reception Business hours are Monday through Friday, 7AM to 4PM Pacific (PST) Gloucester Way Phone: 1 (800) , press 0 Langley, BC Local: (604) , press 0 Canada V4W 4A1 Fax: (604) Montigo USA MONTIGO DEL RAY CORP Operator / Reception Business hours are Monday through Friday, 7AM to 4PM Pacific (PST) 6955 Salashan Parkway Phone: 1 (800) , press 0 Ferndale, WA Local: (360) , press 0 USA Fax: (360) July 1, 2018

8 8 July 1, 2018

9 Online Resources Dealer Tools Write your login details here for quick reference. Username: Password: DEALER LOCATOR LISTING ON MONTIGO.COM To qualify for a listing on the dealer locator: 1. The Montigo logo and/or products must be featured in a way that is consistent with other brands on the dealer s website. 2. The Dealer must burn a minimum of 3 current and completely finished Montigo products on their retail showroom floor. 3. A Burn Credit Application must be previously submitted, along with 2 high resolution color photos of each unit burning (you will need a BCA# to complete the form). 4. Exceptions to any of these requirements can be submitted for approval at marketing@montigo.com (e.g. service only locations, no website, etc.). Please contact your Montigo representative to request a listing on July 1, 2018

10 10 July 1, 2018

11 Product Ordering READING PRODUCT PART NUMBERS Montigo fireplace part numbers uniquely identify the type of fireplace, the gas type and the type of ignition system used. Following are the examples of various designations. Burner Type Size Finishing Type HL38DFNI Series Vent Type Gas Type Ignition Type Series: H-Series Burner Type: Linear Contemporary Size: 38 Vent Type: Direct Vent Finishing Type: Flush Gas Type: Natural Gas Ignition Type: Proflame IPI Finishing Type Vent Type HL38FSDNI See Through An S after the size indicates a See Through unit The Finishing Type and Vent Type change places on see through model numbers Linear Burner 38 See Through Natural Gas H-Series HL38FSDNI Proflame IPI Flush Direct Vent 11 July 1, 2018

12 PART NUMBER KEY This is a reference key for the most commonly used part number and letters. Series D - D Series / Distinction H - H-Series I - I-Series L - L-Series P - P-Series R - R-Series Burner Type* L - Linear Contemporary Burner W - Wildfire Burner *When no Burner Type is indicated, the fireplace is supplied with a standard burner. To see what the standard burner for a particular series is, refer to a current price list. Configuration* Size (Width) Finishing Type F - Flush Gas Type N - Natural Gas L - Liquid Propane S - See Through PF - Peninsula PR - Panorama CL - Corner Left CR - Corner Right *When no Configuration is indicated, the fireplace is single sided. Ignition Type* I - Proflame IPI I-2 - Proflame IPI with Remote Control Honeywell HSI (R Series and Mahana only) *When no iginition type is indicated, the fireplace is supplied with Standing Pilot Ignition (SIT820). Vent Types D - Direct Vent PV- Power Vent Miscellaneous O - Outdoor V - Ventless 12 July 1, 2018

13 Reading the Rating Plate The rating plate is located in the Control box (PV) and/or in the compartment typically underneath the burner assembly. Model Number Gas Type 13 Serial Number Date Code in highlighted section July 1, 2018

14 SAMPLE PRICE LIST Montigo publishes new price lists annually, and amendments quarterly. Annual price lists will be shipped directly to your store, while quarterly amendments will provided in a digital format only. Red indicates required steps for complete order Part numbers are required for ordering Grey indicates optional steps for complete order 14 July 1, 2018

15 ORDER PROCESSING All orders must be in writing and sent to the order desk Please refer to the Montigo contact lists on page 7 of this guide. NOTE: Orders will not be accepted by phone. Please refer to a current price list when placing an order. The price list is categorized by fireplace model, and under each model there is a series of steps (1-2-3) that need to be followed to order a complete fireplace system. Refer to the sample price list on the previous page of this guide for a visual example. The following information is required to process an order: Bill to address Ship to address Item number, description and required quantities of all items ordered Purchase order number Any special delivery instructions CPA or special promotion number if applicable Contact name and telephone number Order Acknowledgment An order acknowledgment will be ed to you once the order is processed. If you have not received an order acknowledgment within 24 hours, please contact the order desk via or phone. Acknowledgments are sent from the following address: orderscanada@montigo.com or ordersusa@montigo.com. Please ensure that you have flagged this as safe in your program to avoid your system handling the order acknowledgment as spam. IN STOCK items: Order acknowledgments will show the shipping date/available for pick up date in the DUE DATE column. NOT IN STOCK Items: Revised order acknowledgments with expected ship date will be sent out within 72 hours. Please review and verify your order upon receipt. You must notify us within 24 hours of any errors or discrepancies with regard to your order, including but not limited to model number, quantity, price, discounts, etc. To inquire about the status of your order, pricing, or item availability, please contact the order desk directly. Refer to the sales order number or your purchase order number to assist us in locating your order quickly. The sales order number can be found in the first paragraph of the order acknowledgment . Order Changes Modifications to orders (additions, deletions, or changes) must be received in writing within 24 hours of the initial order. Modifications to orders will be confirmed via fax or . Any modification to an existing order will reset the lead-time clock. The cutoff date for scheduled truck load orders is 5 working days from the date of shipment July 1, 2018

16 Freight Policies FREIGHT CHARGES Freight charges will be paid based on the value of the qualifying order*. Order Value Customer Pays** $0 - $9, % of freight $10,000 - $24,999 75% of freight $25,000 - $49,999 50% of freight $50,000 and above 0% of freight Rates current for Q1 2018, please confirm with your local sales representative. * Freight charges are calculated on the assumption that the entire order is shipped as one shipment, and within the published lead-time. Project pricing and bulk orders are excluded from published lead-times. ** If the customer uses their own carrier, the freight credit will be applied based on the cost to a maximum of Montigo s freight quote. A re-delivery fee will be charged back to the customer on any order, regardless of original freight status, if the carrier must make more than one attempt at delivery due to the customer s failure to provide special delivery requests or restrictions. Any charges associated with accessorial items (e.g. lift gates, pallet jacks, etc.) are the responsibility of the customer regardless of the freight status. The charges will be added at the time of order entry and may vary based on the carrier and delivery location. Order Pick Up Policy Order pickup can be arranged for customers serviced by a regional warehouse. Requests for pickup must be made 24 hours prior to intended pickup time by contacting the appropriate Montigo shipping department directly. The customer must sign for the order at the time of pickup, which indicates that the shipment is free and clear, meaning no further claims for damages or shortages can be filed. Shipment pickup must be made within 72 hours of scheduled pickup time. DO NOT show up at the warehouse without an order acknowledgment, or earlier than the available pickup date July 1, 2018

17 Product Returns PRODUCT RETURNS & CREDITS It is the responsibility of the distributor/dealer to initiate a return or credit request. To initiate a return or credit request, a Return Goods Authorization (RGA) form must be completed. Once the request is received and processed, you will be issued an RGA reference number by . Items returned without an RGA reference number will be refused and returned to the shipper on freight collect basis. Once an RGA reference number is issued, items must be returned within thirty (30) business days of the issuance of the RGA. Returns are limited to the following: Items shipped from the factory in error Items over-shipped from the factory in error Freight damage (visible upon receipt) Concealed damage* *PLEASE NOTE: Concealed damage claims will only be honored if the damage occurs between Montigo and the direct buying distributor or dealer. Concealed damage must be reported within 90 days. Damage which occurs between the distributor and the end dealer is the responsibility of the distributor. Parts Return To request a return of defective parts, a Return Goods Authorization (RGA) form must be completed. At its discretion, the Montigo Technical Support Department may request that the parts be returned to Montigo, or field scrapped. Please do not discard components until your claim has been approved. Claims Processing All claims must be filed with Montigo within 48 hours of receipt of shipment. The following information is required when requesting a product return or credit: Sales order and invoice numbers Quantity and item numbers Reason for return or credit Copy of delivery receipt Once the request is received and processed, you will be issued a Return Goods Authorization (RGA) reference number. The RGA reference number must appear on the Bill of Lading. Approved returns must be shipped as directed on the approved RGA form. All returns must be received within thirty (30) business days of the issuance of the RGA. Items received which have not been approved for return or have been received past the thirty (30) day window will be refused and returned to the shipper July 1, 2018

18 Product Damage or Loss In order for Montigo to provide you with excellent customer service and assurance of claims, you must follow the steps and procedures below upon receipt of goods at your location. All packages must be inspected before and during the unloading process. Validate each line item quantity noted on the packing slip to ensure it matches the physical quantity received. Note shortages on the Bill of Lading before signing. Any discrepancies must be reported to the Customer Service Department within 24 hours. A copy of the delivery receipt must accompany the credit request. IF YOU SIGN FOR YOUR SHIPMENT COMPLETE AND CLEAR, WE WILL NOT BE ABLE TO HONOR YOUR CLAIM. If you have noticeable freight damage or suspect any damage, you should open and inspect the units before the carrier leaves your facility. All damages must be noted on the Bill of Lading. Refusal of complete or partial shipments due to freight damage will be supported. Damages must be noted on the Bill of Lading at time of refusal. Contact your customer service representative immediately to obtain return authorization. Failure to obtain a return authorization will result in the refusal of delivery back to Montigo ANY SHIPMENT SIGNED FOR COMPLETE AND CLEAR WILL NOT BE CONSIDERED FOR CREDIT. Shipping Damage Responsibility Liability for loss or damage of all shipments passes from Montigo to the Distributor/Customer or his consignee at the Point of Title Transfer - when the initial freight carrier picks up the shipment from Montigo. Freight Claims As a convenience to our customers, Montigo will submit claims for damages or shortages to the carrier under our current transportation contract, allowing for the utilization of all available resources (special tariffs, rates, charges, rules, etc.). Filing the claim through Montigo will ensure proper payment from the carrier for the liability of goods damaged and Montigo will issue any credits accordingly. In filing the claim, Montigo does not accept any liability for the damage as indicated above. Montigo cannot file claims on behalf of customers who utilize their own carriers. We appreciate your cooperation. If you have any questions, please contact the Customer Service Desk at Montigo by referring to the contact lists on page 7 of this guide July 1, 2018

19 Product Warranty WARRANTY COVERAGE All Montigo fireplaces are tested individually to meet the strict quality requirements before leaving the factory but sometimes there are situations where undesirable results occur or issues with purchased components become evident after installation. This warranty program has been developed to ensure the customer issues are addressed promptly and effectively to address these manufacturing defects. This warranty program covers only Montigo branded products. For specific warranty coverage of each product, please refer to the owner s manual supplied with the fireplace or visit in order to access owner s manuals online. Warranty coverage will be provided for units that meet the guidelines outlined in the owner s manual. Claims for products outside of the manufacturer s warranty timelines will not be accepted. Warranty claims will only be accepted via techsupport@montigo.com Warranty credits will be issued to the Dealer or Distributor purchasing directly from Montigo. Dealers purchasing via distributors must contact their distributor for resolution. It is the responsibility of the distributor to issue credits to their respective dealer. Dealers should contact distributors with questions regarding warranty support or filing claims. Warranty Returns & Field Scrap Units Everything possible must be done to repair a problem in the field. If all attempts have failed, a return may be authorized. Warranty returns may cover concealed damage of an entire unit, parts of a unit or units that have been installed and are within the warranty period. Removal and replacement of any unit must have prior written authorization from the Montigo Technical Support Manager. Estimates for the removal and replacement fees must be submitted for approval by the Montigo Technical Support Manager before any removal is to take place. Failure to gain written approval will result in the claim being declined. In many cases, returns of complete units are not possible. At the discretion of the Montigo Technical Support Department, field scrap verification may be requested in lieu of returning the unit, which typically includes the return of the product rating plate and burner assembly. Warranty Claims If requesting parts for warranty replacement purposes, please submit a warranty claim form (available in the secure Dealer Area of the website). Depending on the circumstances, we may instruct the return or disposal of parts. Parts and labor claims must be filed no later than 10 days after the issue with the product is resolved. Issues found to be unrelated to the fireplace itself (i.e. related to installation, fuel, or air supply) will not be considered for warranty coverage. Labor credit will only be issued only after parts have been confirmed as defective by the factory. Warranty Return Process Upon receiving written approval for a warranty RGA, return the unit and/or parts to the designated Montigo location with the following: The RGA tag or RGA reference number must be fixed to the outside of the shipping carton. Returns will not be accepted without Montigo RGA number. The claim will be processed upon the receipt of goods at Montigo July 1, 2018

20 Replacement units must be ordered as per normal ordering procedures. Returned items must be packaged for shipment to avoid freight damage due to improper packaging. Parts Warranty Unless directed by the Montigo Technical Support Department, all parts requiring replacement during warranty period will be issued as chargeable item and the credit will be issued once the defective parts are returned and deemed defective. All replacement or repair components will be shipped F.O.B. from the nearest Company factory. Parts Warranty Claims All required fields (*) of the warranty claim form must be populated. A claim received with incomplete or erroneous information will cause delays in the processing of your parts order or credit request. Claims received without the original PO number or Montigo invoice number the goods were issued against will result in credit being issued for the lowest dollar value charged to your account for the claimed item. Parts required for service which have surpassed the identified warranty period will be deemed as a chargeable item, a purchase order must be submitted to customer service to initiate order processing. All warranty claims are subject to approval at the discretion of the Montigo Technical Support Department. Replacement parts purchased to repair field issues outside of the original warranty period will be covered for a period of 90 days from the date of installation. SERVICE LABOR POLICY Canadian Heating Products and/or Montigo DelRay Corp collectively referred to herein as The Companies for purposes of this program. Labor Coverage, Rates and Guidelines The Companies will provide labor credit for services during the warranty period for Residential series products(s), based on the following guidelines. Commercial series claims must first go through Montigo for evaluation. Once evaluated, the installing dealer will be required to complete one service visit without labor reimbursement. If labor reimbursement for subsequent trips is approved at Montigo s sole discretion, the amount shall not exceed the below schedule. Exceptions are subject to the approval of the Technical Support Manager. Service Labor Rates Labor reimbursement rates for specific components: DESCRIPTION RATE Gas valve replacement $65 Pilot assembly replacement $60 Burner replacement $60 Comfort fan(s) replacement $60 Control module replacement $60 Power vent service $ July 1, 2018

21 Any other approved warranty services not listed above will be credited at $45.00 per hour, based on a reasonable predetermined time allotment. Travel time is expected to cover a 40 mile (64 kilometre) radius from your listed place of business. If you are offering your services beyond this radius, you may wish to add in a provision to cover your standard costs. The Companies intention is not to replace your standard service call revenues, but rather to contribute towards your out of pocket costs. In addition to possessing and using proper diagnostic tools and equipment, technicians are expected to have typically replaceable parts and the parts specific to the materializing problem(s). The companies will not pay for multiple trips for the same issue(s) of origin. Rates are listed and will be paid for one (1) technician. Unless otherwise directed by the Technical Support Manager, items identified as defective are to be returned to The Companies via the Warranty claim/rga process. Do not discard components until your claim has been approved. Troubleshooting and Servicing a Montigo Fireplace Montigo provides troubleshooting guides that can be downloaded from the secure Dealer Area of the website. Montigo Technical Support will assist authorized dealers, distributors and service technicians with the troubleshooting of Montigo fireplaces. Call 1 (800) extension 2, between 7am and 4pm Pacific time. Alternately, the department can be reached at techsupport@montigo.com Montigo will not communicate directly with homeowners unless a dealer representative is present with the homeowner. Have the fireplace model, serial number, and diagnostic information available when contacting Montigo for technical support. Calls or s without the model and serial number of the fireplace will not be supported. All reasonable efforts and generally accepted professional practices must be exercised when troubleshooting and servicing appliances. Technicians are expected to record and have available diagnostic readings (gas pressures, voltage readings, etc) and envelope information (model, serial number, vent size and configuration). If all attempts have not yielded success, a part return or replacement may be authorized. Concealed damage during shipping or discovered during installation may be considered as a freight carrier claim. Removal and replacement of any appliance must have prior written authorization from the Technical Support Manager. Estimates for the removal and replacement must be submitted to Technical Support Manager for approval prior to removal and replacement. Failure to obtain prior approval will result in the denial of the claim. In cases where return of the appliance (or designated part) is not practical (severe damages or designation for field scrapping), The Technical Support Manager may request the return of the product rating plate, burner assembly and photographs. USA Offices Canadian Offices 6955 Salashan Parkway Gloucester Way Ferndale WA, Langley, BC V4W 4A1 techsupport@montigo.com techsupport@montigo.com The terms and conditions of this warranty may be altered or amended from time to time without prior notice July 1, 2018

22 22 July 1, 2018

23 Montigo Canada Gloucester Way Langley, BC V4W 4A1 1 (800) Montigo USA 6955 Salashan Parkway Ferndale, WA (800) July 1, 2018