Dealer Purchase AgreementUpdated 12 days ago

Purchase Agreement - Dealer

Congratulations on your purchase of the most advanced Water Vapor Fireplaces available today. Your customers can expect problem free performance by following our simple care and maintenance procedures that will maximize longevity of the equipment. 

Once you have completed our introductory training for customer service and technical support you should be able to diagnose and handle most situations quickly and easily. In those rare events when you experience a problem with the operation of the unit you cannot readily resolve, please contact our customer experience specialist to schedule an appointment with one of our trained and experienced service technicians who can assist you. While we are not able to provide any on-site repairs, we will provide you access to our experienced Online Service Technicians who are able to diagnose, provide you necessary warranty parts, and then during a FaceTime call, guide you through necessary repairs. You will be required to make the physical repairs with the guidance of our technician in real time. 

AQUAFIRE® Fireplaces are designed to be ‘plug and play’ - almost every part is easily accessible and with the guidance of our technician can be readily replaced or repaired by any lay person - no special skills are required. 

While many problems are resolved in the first call, if the unit requires replacement parts, it may take 2-3 calls to properly diagnose and complete the repair. We do our best to minimize the time required, but in rare cases this process might take additional sessions. If after a reasonable attempt to repair the unit with your cooperation, our Technician may determine the problem cannot be resolved in the field - this is rare. In this case, if the unit is still under warranty, your Customer Experience Specialist will work with you to arrange a replacement unit and the return of your customer’s defective unit. 

Please carefully read the replacement policy below for units under warranty which have been deemed by our Technician not repairable in the field: 

Replacement Policy

If your customer’s unit is under warranty and a service technician has advised you that a replacement is necessary, please follow the instructions below. Let us know if you have any questions or concerns. We try to make this as simple and expedient as possible for you. 

1. If your customer has the original packing materials and crate follow these instructions: 

• Completely drain all water from the unit. Please check both tanks - main tank and mist maker tube/tank - for water. We recommend using a small Wet Vac to completely empty the water from both tanks. Leaving even a small amount of water in either tank can cause internal electrical damage which can delay or even void your replacement. 
• Repack the unit into the interior carton using the original packing materials and crate.
• Be sure to include all accessories and manuals (charging block, remote, drain tubing, etc)
• Take photos of the interior of the packed carton, then the sealed carton and email these to a Customer Experience Specialist 
• Once received, we will arrange pick up of your unit
• Once the unit is received at our warehouse and inspected, we will send out your replacement unit. In the event the unit arrives damaged due to above procedures not being followed (not shipping related) or any missing components, we will prorate accordingly and issue an invoice to you. We will expect our payment from you, It is your responsibility to settle the matter with your customer.
• A service tech will give your customer a courtesy call on your receipt to ensure the unit is properly set up and working. 

2. If they DO NOT have the original packing materials and crate follow these instructions: 

• Upon approval, we will ship the replacement unit to your customer.
• Upon receipt of the replacement unit, your customer can remove the unit and its accessories from the crate and replace it with their original unit and accessories being returned. 
• The customer needs to completely drain all water from the unit. Plese check both tanks - main tank and mist maker tube/tank - for water. We recommend using a small Wet Vac to completely empty the water from both tanks. Leaving even a small amount of water in either tank can cause internal electrical damage which can delay or even void your return. 
• Take photos of the interior of the crate prior to closing, then of the sealed crate ready for shipment 
• Upon receipt of these photos your Customer Experience Specialist will arrange pick up of the original unit. 
• Once the unit is received at our warehouse, inspected and determined to be in good condition and all above procedures were followed we will close this case. In the event the unit was damaged due to above procedures not being followed or any missing components, we will prorate accordingly and issue an invoice to you. We will expect our payment from you, It is your responsibility to settle the matter with your customer.