Herrero's Service Request Form 
The Service Request Form (SRF) has been designed to assist our valued customers in providing a comprehensive service response to product-related concerns. It is important to note that the information shared through this form will undergo a thorough professional review. Rest assured that we are committed to promptly addressing your inquiries and will strive to respond with solutions within a timeframe of 3-5 Business Days. Your understanding and cooperation are greatly appreciated.
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Disclaimer: Not for Emergencies

Dear Customer, this form is not for emergency hardware issues like lockouts. In case of an emergency, contact your emergency contact or local authorities immediately. This form is for non-urgent inquiries and service requests.

Herrero's Terms and Conditions
Please Before continuing make sure you have read our terms and conditions carefully.  

Do you understand our Terms and Condtions? 'Yes' you agree and understand everything mentioned in the last statement?
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Basic Information 
Please fill all the information requested 
Customer Name *
Contact  Number
Please add the best phone number/s  to get in contact with you . Specify if it's landline, 
Job Site Address *
Please add any specifications we should be aware of for the Date Of Service ( Ej. Access Codes, Entry, etc)
Invoice #                                              
Please provide your invoice number if possible to expedite the service
request process.
When was the product initially delivered?
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BEFORE FILLING THIS FORM, READ CAREFULLY THE FOLLOWING STATEMENTS
Step 1- Opening a New Service-Related Case:
Before any action can be taken to correct a service or warranty related issue, a Service Request Form
(SRF) will have to be completed and a case number assigned. To open a service or warranty related
case, please fill out the Service Request Form by contacting the Herrero™ Service Department
at 714.776.5555 or e-mail doors@herrerodoors.com to request the SRF.

Step 2 – Verification and Determination of the Service-Related Issue:

After your service case has been opened and a case number assigned, the issue(s) must be clearly
communicated and documented to know how to best approach the action to be taken. You will be
asked to provide essential information to expedite the appropriate step to correct the issue(s). You may
be asked to provide photographs, videos and descriptions of the service or warranty issue(s). Please
ensure the photos are not blurry and that they clearly identify the problem to avoid a delay in the
Service Departments response time. In some cases, a local field representative may be dispatched to
assess the issue(s) on-site and, if necessary, to take measurements, photos, and/or videos as well as to
document the scope of the service or warranty issues. The field assessment representative is not
responsible for repair(s) during the assessment phase. Once a thorough assessment and determination
has been made the Service Department will try to inform the customer within 7 days as to the action to
be taken.

Step 3 – Determining if the Service issue is a Warranty Issue, a Non-Warranty Issue, or a Goodwill
repair.

Warranty Issues are manufacturer’s defects in either materials or workmanship and must be claimed
within a one-month period from the time of receipt of pick-up or upon delivery with no exceptions.
Non-Warranty Issues such as damage from outside forces will be addressed the same way as warranty
issues but may result in charges for travel and repair.
Goodwill Repairs are repairs performed at the sole discretion of Herrero™ and do not fall
under the limited warranty but may be performed at a discounted rate in an effort to not just meet, but
to exceed customer service expectations. In all goodwill repairs some level of customer financial
responsibility will be required.
With all types of service issues, whether being done in the field or at the factory, a service consultant

will supply a quote or credit form for completion of repairs. This quote or credit form must be approved
prior to work being performed. Failure to do so may result in your claim being delayed or denied.

Step 4 – To schedule a replacement or repair of a unit:

Once you and your Service Representative have approved all service issues to be completed as outlined
in your service quote, the service repair can be scheduled. If the affected unit is being repaired at the
factory, the unit will need to be returned to Herrero™ for completion of said repairs. You can
schedule a delivery or pick-up with your Service Representative once repairs are completed. If a new
unit has be agreed to you can schedule a delivery or pick-up of the unit(s) when it is completed. With all
service replacements and repairs, all replaced parts and/or accessories must be returned to Herrero™, including but not limited to; the unit itself, hardware, glass and component parts, failure to
return all original components may result in additional charges.
Do you understand each of the steps listed above? 'Yes' you agree and understand everything mentioned in the last statement?
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WARRANTY DOES NOT COVER:
IF YOU HAVE ANY DOUBTS REGARDING YOUR LIMITED WARRANTY, PLEASE CLICK THE LINK
BELOW TO GET ACCESS AND REVIEW THE HERRERO™ LIMITED WARRATY:

HERRERO WARRANTY

Herrero™ Limited Warranty does not cover product that has been rendered unusable

due to damage or mishandling. A significant percentage of the items in need of service and/or
subject to a warranty claim have been damaged or mishandled after shipment, delivery, and/or
installation. Herrero will not recognize such situations as legitimate claims covered
under this limited warranty.


The Limited Warranty Does Not Cover When:


  • Normal wear and tear from product usage or age, including normal wear and tear of weatherstripping, hardware or any mechanism subjected to constant use.
  • Normal wear, fading, or discoloration of finish from product usage, age, exposure to direct sunlight, extreme weather, or coastal weather conditions.
  • Improper storage, handling, installation, finishing, use, modification, or lack of proper maintenance.
  • Mechanical abrasion to finishes not related to a finish defect.
  • Non-factory-applied finishes applied sealants or caulking. Finishes applied after the product has been received by the customer by anyone other than the manufacturer as covered by the Limited Warranty.
  • Structural settlement, movement, or vibration.
  • Warping less than 1/4 inch, which is deferred for twelve [12] months, as the door panel may take time to adjust to local environmental conditions.
  •  Products or finishes exposed to excessive localized heat, high-moisture environments (such as pools, hot tubs, greenhouses) or water leakage of any type.
  • Damage caused by failure to properly finish all door panels, sidelight, transom, molding,
  • light trim, frame surfaces, and jambs within thirty [30] days of installation — including
  • products stored over thirty [30] days.
  • Damage caused by inappropriate finishes, solvents, brick wash or cleaning chemicals.
  • Acts of God.
  • Acid rain or other corrosive elements.
  • Salt spray, including exposure to coastal weather conditions.
  • Application of after-market window films to glass surfaces.
  • Accidents, including accidental glass breakage, are not the fault of Herrero™
  • Herrero™, that results in seal failure.
  • Accidents; misuse; abuse; alterations; improper handling, operation, or cleaning.
  • Pet damage of any kind.
  • Damage and/or discoloration, not the fault of Herrero, to blinds or shades sealed between glass associated with wear and tear through product use, sun exposure, abuse, or age. This includes damage to glass as a result of installation at elevations above 5,500 feet.
  • Damage caused by high in-home humidity (condensation, frost, or mold).
  • Products subjected to conditions outside their design limitations.
  • Improperly installed security systems or damage to the product caused by the installation of a security system.
  • Products with modifications that are not approved by Herrero™
  • Hardware finishes, including decorative metal accent options (panic bars, self-closing
  • arms, etc..) and wrought iron.
  • Herrero™ doors, transoms, and sidelights installed into non-Herrero™ frames.
  • The purchase, damage, repair, or replacement of non-Herrero™ products.
  • Finishing or modifying the structure containing repaired or replaced products.
  • Finish failure or any other losses arising from defects in the existing structure.
  • Lockset hardware is not covered in the Limited Warranty. You must contact thehardware manufacturer directly for product warranty and maintenance information.
  • Any products that have not been paid for in full.
  • Damage caused by attempts to temper with or repair the product, or by any circumstance beyond the control of Herrero™.
  • Minor imperfections in glass that do not affect the products structural integrity or significantly obscure vision. (Including random variations in textures, level of opacity,swirls, and bubble-like characteristics in decorative glass).
  • Minor variations in glass color.
  • Natural variations in the color or texture of any steel surface.
  • Damage resulting in whole or in part from failure to comply with Herrero’s installation, finishing or maintenance instructions or recommendations.
  • Altered or reinstalled products.
  • Products used in nonvertical glazing applications.
  • Combinations not built by Herrero ™ or not built in accordance with Herrero™ recommendations formulling and combining products.


Before Herrero will schedule a “Service Date”. It is required that you perform these simple
tasks to ensure that the product is defective and subject to coverage by the Limited
Warranty. Detailed description and photographs must be submitted with the form. Please
include a full-view photo of the unit as well as a close-up.


Do you understood what the Warranty will not cover, as stated above? By answering 'Yes' you
acknowledge your acceptance and understanding of those items not covered.
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BEFORE COMPLETING THE SERVICE REQUEST FORM, PLEASE ACKNOWLEDGE THE FOLLOWING:

1. Did you check to make sure your product has been properly installed; Check the two plumbs or levels (front and side) and check the two diagonal dimensions to confirm that the unit(s) is in “squared condition” within the opening?

2. Did you make sure that hinges were in place with no missing parts, such as brass spacers,  and that mounting screws are properly installed and tight?

3. Did you check the unit to make sure that it is completely sealed, with no signs of alterations? Did you check the weatherstripping, door shoes, brush gaskets, etc.? You need to make sure to keep them clean, and in good condition. It is very important to keep your product in the best condition possible to enjoy it for years to come.

4. If using the door stop as a guide to determine that the door is defective, please measure the distance the edge of the jamb to the edge of the door stop to ensure that the door stop has not moved due to improper installation, or that during the construction the process, or by the move in process.

5. Did you check to ensure that all your tracks and guides are clean and that your rolling mechanisms have been oiled and properly maintained?

6. Remember, our products are “custom handmade” and as such contain slight “variations.” in form, functionality, and finish. 

7. All product finishes may age relative to exposure. The finish is warranted against flaking or peeling from normal wear and tear. 

8. Our products need to be cleaned with a mild soap and water mixture. The cleaning of our products with harsh chemicals, including ammonia-based products (e.g., glass cleaner) may damage the finish.

9. In coastal conditions door hinges require oiling at least once annually. Please refer to your maintenance and cleaning tips guidelines provided by the Company, also available online at www.herrerodoors.com.

10. All Iron door products exposed to below freezing climates may sweat on the interior of the door depending on the humidity level in the home. This is not considered to be a defect with the door.

11. All products are covered by a Limited Warranty, but that Limited warranty will not cover product(s) that have been rendered unusable due to damage or mishandling. A significant percentage of the items returned for warranty claim are products that have been damaged or mishandled during or after the shipment has been received.
Have you understood the items and by answering 'Yes' you agree and understand everything mentioned in the last statement? 
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Sorry, we can't help you with your Service!
We apologize for the inconvenience, but we regret to inform you that we are unable to provide our service without an agreement on our terms and conditions, including the warranty. Your agreement to these terms is necessary for us to proceed with your request.
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Issues with Herrero's Products
Please choose an option that best suits your current situation with your Herrero product.
What are the Issues that you are experiencing?
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OPERATION ISSUES 
Please describe the issue(s). (optional)
1. Has the door/ window been modified from its original size? *
2. Have items been applied or added to the door and/or window that was not included with the original product purchase? *
3. Has the door/window been re-finished (paint/stain/sealer) on all 6 sides?
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4. Was your product installed by a Herrero™ Certified Installer?
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5. If a non-Certified Installer, please indicate who did the installation:
6.Has your product been modified with an additional or ad-on system? Example; alarm sensor, smart sensors, self-close automation system, etc.?
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7. If painted, what color paint has been applied to the door? (WOOD PRODUCTS)
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8.Is there an overhang above the door? (Directly above the door in question) (WOOD PRODUCTS)
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Exterior units must have an overhang/awning above it that extends 1/2 the distance of the entry area (measured from the foot of the door to the base of the overhang)
9. Briefly describe the issue with the operation, finish or other detail we should take into
consideration regarding this matter?
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HARDWARE ISSUES
The following questions are regarding any problem with the hardware of your products. Please read
carefully each one of the questions:
1. Has the hardware been provided by our company?
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2. If your hardware is Multipoint- Have you received a tutorial video o manual?   
3. Has your hardware been installed by our company? *
4. Have you received a Maintence Manual? *
5.  In a brief description, what is the issue with the hardware or any other detail we should have in
consideration regarding this matter?
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GLASS ISSUES
The following questions are regarding any problem with the glass of your products. Please read carefully each one of the questions: 

Please verify that before answering the following questions you are aware of " THE 10-FEET RULE"
1. Is your glass : *
Required
2. From the list above, which of the following applies?
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In a brief description, what is the issue with the glass or any other detail we should have in consideration regarding this matter?
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UPLOAD YOUR FILES
Please Add Photos
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Please Add Videos
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Please add any additional information. 
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Acknowledgment 
Thank you for completing the Service Request Form. The information provided will assist us in addressing any issues that you are experiencing. Upon reviewing your case, if it falls outside our Limited Warranty Coverage and/or Terms and Conditions a minimum service fee may be charged for the assessment. Our customer service or dealer representative will respond within 3-5 Business days with a detailed update regarding your situation.
If you have read, understand, and agree to all the above please confirm
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If you have read, understand, and agree to all the above please confirm by signing with your Name and Last Name.
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If you have read, understand, and agree to all the above please confirm the completion date of this form 
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