CWS CWS Service Documentation & Warranty Management 2 — Questions and Answers
Question 1: A service contract for a water treatment system should specify at minimum:
- The customer's political affiliation
- Service frequency, scope of work covered, response time, and cost (Correct answer)
- The equipment color and aesthetic preferences
- Future upgrade pricing only
Correct answer: Service frequency, scope of work covered, response time, and cost
A well-written service contract must clearly define service frequency, what work is included, guaranteed response time, and pricing to set mutual expectations.
Question 2: When documenting a water softener's salt usage during a service visit, the technician should record this information to:
- Bill the customer for salt only
- Track regeneration efficiency and detect abnormal salt consumption that may indicate a malfunction (Correct answer)
- Meet OSHA reporting requirements
- Calculate the customer's water usage for utility billing
Correct answer: Track regeneration efficiency and detect abnormal salt consumption that may indicate a malfunction
Tracking salt usage over time helps identify inefficient regeneration cycles, salt bridges, or control valve malfunctions that increase operating costs.
Question 3: Which of the following should be included in a post-installation performance verification report?
- Customer's mortgage information
- Pre- and post-installation water hardness, iron, or other targeted contaminant test results (Correct answer)
- Competitor pricing comparisons
- Future remodeling plans
Correct answer: Pre- and post-installation water hardness, iron, or other targeted contaminant test results
A performance verification report must show that targeted contaminants have been reduced to the specified levels, confirming the system is working as designed.
Question 4: For which scenario would a dealer most likely void a manufacturer's warranty on water treatment equipment?
- Customer used brand-approved salt
- Installation was performed by an uncertified technician using non-approved parts (Correct answer)
- Equipment was registered within 30 days
- System was serviced annually as recommended
Correct answer: Installation was performed by an uncertified technician using non-approved parts
Most manufacturers require installation by a certified professional using approved components; using unapproved parts or uncertified labor typically voids the warranty.
Question 5: A customer asks what their 'limited lifetime warranty' on a tank covers. A CWS professional should explain it most likely covers:
- All parts and labor forever with no exclusions
- The tank vessel against defects, but not valves, electronics, or consumable parts (Correct answer)
- Installation errors by the original dealer
- Salt and media replacements for life
Correct answer: The tank vessel against defects, but not valves, electronics, or consumable parts
Limited lifetime warranties on tanks typically cover the tank vessel itself against cracking or structural defects but exclude control valves, electronics, media, and consumables.
Question 6: Which record is most critical to retain to prove a water treatment system was installed correctly if a liability claim arises years later?
- The salesperson's commission statement
- Signed installation checklist with water quality test results and customer acknowledgment (Correct answer)
- Marketing materials used during the sale
- The original equipment catalog
Correct answer: Signed installation checklist with water quality test results and customer acknowledgment
A signed installation checklist with test results and customer sign-off documents that the system was properly installed, tested, and accepted, providing legal protection for the dealer.
CWS CWS Service Documentation & Warranty Management 2
A service contract for a water treatment system should specify at minimum: