I bought my product from a dealer, who should I call?
If you purchased your product from a dealer the most efficient way to complete your claim is to notify them directly. We will work with them to process your claim from that point forward. If you’d like to file your claim yourself, you can do so using our online form at your convenience.
What information do I need to supply in order to file a claim?
All claims require the following information. Please call your dealer for any information you might be missing. Once you’ve gathered everything, please use our online form to file a claim.
a. Model number.
b. Serial number.
c. Name of the business/location.
d. Address/postal code of the location.
e. A valid contract.
f. Phone number.
g. A copy of the original invoice.
Where can I find the model number and serial number?
Depending on the product, it can typically be found in one of the following places. If you are unable to find it, please call your dealer for assistance.
a. Inside the unit on the top left, or top right corner.
b. On the back of the unit on any of the four corners.
What happens after a claim is filed?
Once New Air receives the claim request, you will receive a call from our support department. We will try to diagnose and resolve the problem over the phone. If this is unsuccessful, we will send a technician, provided the product is still under warranty. If you are looking to return your item, please contact your dealer directly.
Are there any troubleshooting steps I can take before calling customer service?
Yes, please consult your manual for solutions to common problems prior to requesting any service on your unit.
How fast will New Air send an emergency technician in the event an emergency claim is filed?
Our priority is to resolve your claim as soon as possible inside of regular working hours. Currently we work Monday to Friday and do not conduct business or schedule repairs outside of our regular operating hours. Service requests are typically responded to within 12 business hours.
How long will it take a technician to reach the repair location?
Typically, once a claim is processed a technician is present within 24-48 hours.
In case of emergency what is the best method to reach New Air support?
Call us immediately so that we can prioritize getting a service technician or replacement equipment to your area. Our hours of operation are Monday to Friday, 8 am to 5 pm EST. Please call you dealer directly in case of an emergency.
What is the process for filing a claim with an out of warranty unit?
Call our support number and we will recommend a service company that you can use to facilitate an effective, efficient repair.
Providing Canadian businesses with dependable commercial refrigeration solutions since 2010.