Specifications

Dealer Programs & Benefits
©2009 ELAN HOME SYSTEMS • LEXINGTON, KY • ALL RIGHTS RESERVED
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As part of our mission to be the best in the
business, in June of 2007 ELAN introduced its
new FIVE STAR CUSTOMER SERVICE STANDARD.
This industry-first program not only raises the bar for
Dealer and Client support, it sets a whole new
benchmark.
Through our commitment to the five basic tenets of
better customer service – Protection, Responsiveness,
Convenience, Cost Containment and Satisfaction –
this program constitutes a pledge to you and your
clients that ELAN will always go the extra mile.
ELIMINATION OF ALL NTF SERVICE FEES
ELAN will no longer charge a fee for units returned for
service and subsequently found to be fully functional as per
manufacturer’s specifications.
A NEW, ROBUST SURGE POLICY
During a product’s warranty period,units sent back for service
will not be classified as "surge damaged" unless there is clear
evidence the unit has taken a direct surge and that other
electronics in the system or home were also affected. Our Service
Manager will review every case to ensure this policy is upheld.
UPS CALL TAGS ISSUED FOR ALL OBFS
UPS Call Tags will be issued by ELAN for any product deemed an
Out-of-Box Failure (OBF) by our Customer Service team. Call Tags
will be valid for three days upon receipt.
ADVANCE REPLACEMENT OF 26
"SYSTEM CRITICAL" PRODUCTS
Certain "System Critical" products have the ability to leave a
Client’s system inoperable should they fail. If a "System Critical"
product fails within its warranty period, ELAN will send an
advance replacement unit (subject to availability) to the Dealer
at no charge.
TWO-STRIKE, NO-QUESTIONS-ASKED
REPLACEMENT POLICY
If any ELAN product fails for a second time in the same
home/installation due to manufacturer’s defect while within the
warranty period, we will replace it with a new unit, no questions
asked.
INSTANT COMMUNICATIONS ON REPAIR STATUS
Newly implemented Repair Tracking software will enable our team
to provide you with regular e-mail communications regarding the
status of any unit returned to ELAN. From the moment we receive
a unit, through the evaluation and repair process, and return ship
date, you will always be in-the-know as to the exact status of your
returned product.
Check out elanhomesystems.com/dealer/fivestar today!