Masterack provides a range of support resources for its commercial van and pick-up truck equipment, focusing on order tracking, assembly assistance, and warranty service. The company emphasizes a commitment to customer support through readily available instructions, a limited warranty program, and direct access to sales and client services teams. This article details the support options available to Masterack customers, including accessing installation information, understanding the warranty process, and locating assistance when needed.
Order Tracking and Account Access
Masterack offers a tool for customers to track their orders and obtain shipping and tracking information. This functionality is accessible through the Masterack website. The provided documentation does not detail the specific steps for utilizing this tool, but indicates its availability as a primary support feature.
Customers can also access manuals and potentially create accounts through ManualsLib, a third-party resource that hosts over six Masterack manuals. ManualsLib allows users to sign in, upload manuals, and search for documentation by model or document type.
Installation and Assembly Information
A core component of Masterack’s support system is the provision of assembly and installation instructions. These instructions are designed to assist customers and installers with the proper setup of Masterack products and accessories. The documentation specifies that these instructions include recommended tools and a parts list, alongside step-by-step guidance.
Specific document types available through ManualsLib include:
- 025527KP: Installation Information
- 022553KP: Assembly/Installation Instructions for a LOCKING LADDER RACK
- RM470057: Assembly Instructions
- RM470477: Installation Information
- 0SS119KP: Installation Information
The availability of these documents suggests a focus on self-service installation support, allowing customers to perform installations with the aid of detailed instructions.
Warranty Information and Claim Process
Masterack provides an industry-leading limited warranty covering materials and workmanship under normal use and service for one full year from the date of purchase. The warranty program is designed to protect the customer’s investment in Masterack equipment.
The warranty claim process involves the following steps:
- Initial Contact: Claims must be submitted to either the customer’s sales representative or a customer service representative, reachable at 800-222-8785.
- Vehicle Delivery: The vehicle equipped with the Masterack product must be delivered to either the original Masterack authorized installer or, if impractical, to a Masterack authorized dealer. This delivery is required for inspection and any necessary warranty service.
- Prior Authorization: Any warranty service performed by a source other than a Masterack location or an approved distributor requires prior authorization from the Masterack Warranty Administrator. A purchase order issued by Masterack is also necessary for authorized repairs performed by external sources.
These stipulations highlight the importance of utilizing Masterack’s authorized service network to ensure warranty coverage. The requirement for prior authorization and purchase orders underscores a controlled process for managing warranty repairs.
Accessing Additional Support
When customers require assistance beyond self-service resources, Masterack offers multiple avenues for support. The company’s sales and client services team is available to answer questions and provide product-related assistance. Contact can be made via phone or email, though specific contact details beyond the phone number for warranty claims are not provided in the documentation.
Masterack also provides a resources section on its website, containing product catalogs, installation guides, and upfit incentives. This centralized location aims to streamline access to essential information for customers and distributors.
Distributor and Installer Network
The warranty process specifically mentions the importance of authorized installers and dealers. The documentation states that the vehicle must be delivered to the original Masterack authorized installer or a Masterack authorized dealer for warranty service. This indicates a reliance on a network of trained professionals for installation and repair, ensuring quality and adherence to warranty requirements.
Resources Available on ManualsLib
ManualsLib serves as a repository for Masterack documentation, offering access to installation information and assembly instructions. The platform allows users to search for specific models and document types, facilitating the retrieval of relevant resources. The availability of documents such as the “LOCKING LADDER RACK” assembly instructions demonstrates the breadth of information accessible through this third-party source.
Conclusion
Masterack prioritizes customer support through a combination of self-service resources, a comprehensive warranty program, and direct access to support personnel. The company provides order tracking tools, detailed installation instructions, and a clear warranty claim process. Utilizing the authorized installer and dealer network is crucial for maintaining warranty coverage. Customers can access additional information through the Masterack website and third-party platforms like ManualsLib. The emphasis on readily available documentation and a responsive support team reflects a commitment to customer satisfaction.