Department: Warranties & Post-Service

Policy Purpose: To establish a strict protocol for diagnosing and processing warranty replacements roadside. Technicians must definitively prove whether a battery failed due to a manufacturer defect (covered) or an external vehicle issue (not covered) before authorizing a replacement.

1. Pre-Arrival & Receipt Verification

A warranty claim is not valid without proof of purchase. Before arriving on-site, you must verify the customer's coverage.

• The Look-Up: Check the customer's original order number in the Square POS system or through dispatch.

• Determine Coverage: Verify the installation date to ensure they are still within the warranty window. Check the line items to see if they hold the standard Manufacturer Warranty (customer pays the mobile dispatch fee) or the Premium Warranty (labor and dispatch are fully covered).

• Communication: If they only have the Manufacturer Warranty, gently remind them over the phone before you route to them: "I see your battery is under warranty for the part! Just a reminder, as per the standard warranty, there will be a mobile dispatch fee for me to come out and perform the swap today."

2. The Diagnostic Burden of Proof (Crucial)

When you arrive, do not immediately remove the battery. A dead battery does not automatically mean a defective battery. You must execute the "Diagnostics First" SOP.

• Test the Battery: Use your digital load tester. Does it show "Bad Cell / Replace" or does it simply show "Good / Recharge"?

• Test the Vehicle: If the battery is just drained (Good/Recharge), you must jump-start the vehicle and test the alternator with your multimeter.

• Identify the Root Cause: * Did the alternator fail (outputting below 13.5V)?

  Is there a massive parasitic draw?

  Did the customer leave a dome light or accessory on overnight?

3. Processing a True Defect (Covered Claim)

If your load tester confirms a bad cell or internal short, and the vehicle's charging system is healthy, the claim is valid.

• The Swap: Remove the defective battery and install the exact same tier replacement (e.g., swap the defective Standard AGM for a new Standard AGM). Do not upgrade them for free.

• Square Processing: Ring up the new battery in Square, but apply the 100% "Warranty Replacement" discount code to the battery line item. If they have the Premium Warranty, discount the dispatch fee as well.

• Ticketing: Log the swap in tech.mobilebattery.com. You must include a photo of the failed load test result to prove to management (and our battery suppliers) that the unit was legitimately defective.

4. Handling a Voided Warranty (Non-Defect)

If the battery is perfectly healthy but was drained by the customer's vehicle (e.g., a bad alternator or left-on headlights), the battery warranty does not apply.

• The Conversation: Be polite but firm. "Good news and bad news. The good news is your MobileBattery is perfectly healthy and not defective. The bad news is your alternator has failed and stopped charging it while you were driving."

• The Solution: Offer to jump-start the vehicle so they can drive to a mechanic.

• Billing: Charge the customer for a standard "Jump Start / Service Call" via Square. They are paying for your time and diagnostic expertise, as the battery itself did not fail.

5. Defective Inventory Management

A defective battery is still a financial asset. It must be returned to our suppliers for a core credit.

• Tagging: Immediately use a permanent marker or tag to mark the defective battery with a large "W" (Warranty), the date, and the customer's order number.

• Isolation: Place it securely in your vehicle, separated from your fresh inventory so you do not accidentally install a dead battery into the next customer's car. Return all tagged warranty units to the main hub or designated drop-off point at the end of your shift or week.