Department: Warranties & Post-Service

Policy Purpose: To ensure all technicians clearly and consistently communicate the warranty terms to the customer at the close of every job. Differentiating between the standard Manufacturer Warranty and the optional Premium Warranty prevents customer frustration, minimizes invalid dispatch requests, and protects MobileBattery from absorbing unbillable labor costs.

1. The Standard Manufacturer Warranty (Universal)

Every battery we install—from the base Standard Lead-Acid up to the Option C Ultra Premium Lithium—comes with a baseline Manufacturer Warranty. This is universal across all MobileBattery locations.

• What it Covers: Strictly manufacturer defects. If the battery develops a dead cell, an internal short, or a casing leak within the specified timeframe, the physical battery is covered.

• What it Does NOT Cover: The Manufacturer Warranty does not cover human error or vehicle failure. It is voided if the battery is drained by a faulty alternator, a parasitic draw, leaving the headlights on, or physical damage caused after installation.

• The Labor Caveat: Crucially, the standard Manufacturer Warranty covers the part, but it typically does not cover the mobile dispatch fee to drive out and swap it. If a customer only has this warranty, they will be responsible for the service call fee to have the defective unit replaced roadside.

2. The Premium Warranty (Location-Dependent Upgrade)

The Premium Warranty is an elevated service tier that covers both the battery and the mobile labor.

• Availability Warning: This warranty is not offered in all cities or service zones. Technicians must check their regional hub settings before offering or discussing this upgrade. If it is not supported in your operational city, do not mention it.

• What it Covers: In addition to covering the battery against manufacturer defects, the Premium Warranty covers the roadside dispatch and installation labor for the replacement. It may also include perks like one free courtesy jump-start if the customer accidentally drains the battery by leaving a dome light on.

• The Value Proposition: This is a peace-of-mind upgrade. The customer is paying up front to ensure they will not incur another dispatch fee if the battery fails within the warranty window.

3. The End-of-Job Scripting

Do not overcomplicate the explanation. Use a clear, concise script as you hand the customer their final digital receipt.

• For Manufacturer Warranty Only: > "You're all set. Your new [AGM/Discover EV/etc.] comes with a standard manufacturer warranty covering internal defects. I've sent the receipt to your email via Square—please keep that, as it's your official proof of purchase. Just a heads up, this covers the battery itself, so ensure your alternator stays healthy to keep the warranty valid."

• For Premium Warranty (If Applicable/Purchased): > "You're good to go. Because you opted for the Premium Warranty, you have full peace of mind. If this battery fails due to a defect within the coverage window, your digital receipt covers both the cost of a new battery and the mobile dispatch fee for us to come out and replace it. I've just emailed that receipt to you now."

4. Documentation & Verification

Words spoken in the field do not matter if they aren't documented in the system.

• The Square Receipt: The specific warranty type (Standard or Premium) must be clearly listed as a line item on the customer's digital Square receipt.

• Dispatch Notes: If the customer asks specific questions about the warranty or if you note a potential issue (e.g., "Customer's alternator was testing slightly weak at 13.5V, warned them it might drain the new battery"), you must log this in the tech.mobilebattery.com portal before closing the ticket. This protects the company if the customer calls back three days later with a dead battery.