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UBCO is introducing new changes to how warranty claims are processed and managed, effective from the 1st January 2025.

In response to your feedback, UBCO has taken the opportunity to speed up the warranty claim process and reduce the steps/administration currently required from UBCO Dealers and Service Agents.

This process, along with the related documents, can be found in the UBCO Dealer Hub under Warranty Documents in Knowledge Base.

UBCO Warranty Process | 1st January 2025

Once a warranty claim has been approved, UBCO will now handle the ordering of all approved parts and the credit for parts and labour.

Submission by Dealers and Service Agents

• Complete a Warranty Claim Form.
• Photos of damaged parts must be attached to all Warranty and Technical Support forms.

UBCO's Actions for Approved Claims

• Approval will be communicated via the standard email process and will include the UBCO Claim Number.

UBCO will then do the following:

1. Parts Ordering: All approved warranty parts will be ordered and dispatched, and an invoice will be issued at your standard buy price.
2. Parts Credit: Approved parts will be credited within 24 hours of ordering.
3. Labour Credit: Labour will be credited according to UBCO's Allocated Repair Times, within five working days of dispatching the parts.

The invoice/credit for parts will appear on your statement and will net to zero. Credit for warranty labour will also appear on your statement.

Dealer and Service Agent Actions for Claims Declined

• Declined claims will be communicated via the standard email process and will outline reasons for being declined.

Sending Parts to UBCO for Repair/Service/Warranty Work?

Valid Claim Number Required:

• A UBCO Claim Number is mandatory for all parts sent to UBCO for inspection or repair.
• This number is generated when a Technical Support Form or Warranty Claim Form is submitted and will be sent to you via email.

Courier Box Labelling:

• Include the Claim Number inside the box and display the Claim Number clearly on the outside of the box.

Unauthorised Returns:

• Parts sent without approval will be returned to the Dealer or Service Agent.

UBCO Returns:

• UBCO will include the Claim Number when returning parts to the Dealer or Service Agent to ensure it can be linked to the correct job.

Important Notes and Documents

The updated process applies to all Warranty Claims submitted on or after 1st January 2025.

UBCO Warranty Claim Process can be viewed here

UBCO Warranty Claim Workflow can be viewed here

Submissions that do not follow the process outlined above may experience delays.

Any questions about this process please contact the UBCO Warranty team at warranty@ubcobikes.com.