"Our Factory Authorized Dealers represents the highest level of customer service and satisfaction available," said Halsey Cook, president of Bryant's residential products group. "We believe in these qualified dealers so much that we are providing their customers with a 100 percent satisfaction and service guarantee."

The 100 percent satisfaction guarantee is a new cornerstone for the Bryant Factory Authorized Dealers program. The guarantee applies to all new product installations made by Bryant Factory Authorized Dealers, like Flame Furnace, and applies to the product itself, as well as the service from the dealer. If a customer is dissatisfied with the product or service, Bryant will do "whatever it takes" to provide a satisfactory solution for the customer.

According to Bryant, less than five percent of heating and cooling contractors in the country receive the Factory Authorized Dealer distinction. To qualify, dealers must meet rigid criteria, not only for technical expertise, but also for their business practices and customer service quality. Those who receive the endorsement are then backed by Bryant's guarantee.

"Everything about your new Bryant heating and cooking system should make you happy, from the unit itself to the person who installs it. That's what being an Factory Authorized Dealer is all about," added Cook.

Gary Marowske, president of Flame Furnace, agreed. According to Marowske, applying to become a Factory Authorized Dealer was a lot of work, but it was an important and worthwhile process. "How homeowners feel about Bryant products has a lot to do with their experience with dealers like us, who represent them," said Marowske. "Once a level of quality is established, the most important criteria is how well we meet our customer's needs for installing and servicing that equipment. At Flame Furnace, we do whatever it takes to ensure the best results for our customers."

Bryant requires its Factory Authorized Dealers to send sales representatives through a structured training program to understand how to better identify and recommend the appropriate home comfort solutions. Installers and technicians are also trained and tested on their technical competency. Further, the Factory Authorized Dealer's business practices are assessed. For example, the dealer must be EPA-certified for refrigerant handling, handle warranty claims in a timely manner, maintain all required licenses, and have appropriate insurance and liability coverage.

"Ultimately, the entire Factory Authorized Dealer process and program is designed with our customers in mind. When homeowners are considering a heating and cooling purchase, they can rest assured that they will be satisfied with their experience if they go with a Bryant Factory Authorized Dealer. Our 100 percent customer satisfaction guarantee demonstrates the commitment to this level of service by dealers like Flame Furnace," said Cook.

Publication date: 05/03/2004