Warranty, RMA & Product Quality
Serial-number warranty records joined to RMA tickets. Claims are grouped by manufacturing month so a bad batch shows up as a spike rather than noise.
Claim rate
0.23%
Avg days to resolve
18.1
Cost per claim
$419
Reserve vs actual spend
$246.3K / $315.3K
Claims by manufacturing month
Spikes point at a build window, not a customer
Peak: 2025-08 with 26 claims, heavily weighted to RS-CT-32 power supplies — a batch worth pulling supplier records on.
Failure categories
Claim rate by SKU
Claims per unit shipped, all time
| SKU | Units shipped | Claims | Rate | Warranty cost |
|---|---|---|---|---|
| AC-DOCK-20Active Charge 20-Bank Dock | 2,664 | 34 | 1.28% | $13.6K |
| WM-06Wall Cabinet 6-Device | 2,771 | 35 | 1.26% | $13.6K |
| WM-10Wall Cabinet 10-Device | 2,797 | 35 | 1.25% | $14.6K |
| BAT-PK-1Active Charge Power Bank | 2,801 | 34 | 1.21% | $11.5K |
| MC-CT-18Clinical Cart 18-Device Bedside | 3,374 | 36 | 1.07% | $14.6K |
| RS-CT-40XElevate Cart 40-Device XL | 3,083 | 32 | 1.04% | $13.5K |
| MC-CT-30Clinical Cart 30-Device | 3,279 | 34 | 1.04% | $12.5K |
| LK-20-SCharging Cabinet 20-Door | 3,396 | 35 | 1.03% | $14.8K |
| WM-12MWall Cabinet 12-Device Medical | 2,653 | 26 | 0.98% | $11.3K |
| AC-PB-10Active Charge Power Bank (10pk) | 3,203 | 31 | 0.97% | $13.1K |
| LK-12-SCharging Cabinet 12-Door | 3,322 | 32 | 0.96% | $13.8K |
| MC-CT-24Clinical Cart 24-Device Ward | 3,347 | 32 | 0.96% | $15K |
Approaching warranty expiry
Extended service (RS-QS-16) upsell list · $298.6K of addressable renewal
| Account | SKU | Units | Expires | Est. plan value |
|---|---|---|---|---|
| Union Field Services | MC-CT-24 | 23 | 2027-01-25 | $15,617 |
| Arcadia Airlines | AC-PB-10 | 24 | 2027-01-04 | $15,422 |
| Arcadia Airlines | LK-12-S | 20 | 2026-09-06 | $14,994 |
| Kingsford Public Schools | MC-CT-30 | 22 | 2026-10-29 | $13,167 |
| Emerald City Schools | MC-CT-24 | 19 | 2026-10-08 | $12,901 |
| Lakeside Medical Center | MC-CT-24 | 19 | 2026-10-16 | $12,901 |
| Northline Logistics | MC-CT-24 | 19 | 2027-01-06 | $12,901 |
| Meadowlark District | AC-PB-10 | 20 | 2027-01-04 | $12,852 |
| Trailhead Community District | MC-CT-18 | 21 | 2026-09-20 | $12,289 |
| Birchwood Public Schools | AC-PB-10 | 19 | 2026-09-15 | $12,209 |
| Northline Logistics | LK-12-S | 16 | 2026-10-21 | $11,995 |
| Union Field Services | MC-CT-30 | 20 | 2027-01-12 | $11,970 |
| Birchwood Public Schools | AC-PB-10 | 18 | 2026-09-07 | $11,567 |
| Willow Creek District | LK-12-S | 15 | 2026-12-12 | $11,246 |
| Blue Ridge District | LK-12-S | 15 | 2027-02-09 | $11,246 |
| Summit Valley Schools | LK-12-S | 15 | 2027-02-28 | $11,246 |
| Trailhead Community District | RS-CT-32 | 24 | 2027-01-03 | $11,122 |
| Golden Prairie ISD | WM-06 | 22 | 2026-09-12 | $10,749 |
| Sandy Shores Unified | WM-06 | 22 | 2026-11-11 | $10,749 |
| City of Ashford | MC-CT-18 | 18 | 2026-09-24 | $10,534 |
| Northline Logistics | LK-16-M | 22 | 2026-10-09 | $10,333 |
| Marion County Government | AC-PB-10 | 16 | 2026-11-04 | $10,282 |
| Maple Grove Public Schools | AC-PB-10 | 16 | 2026-12-30 | $10,282 |
| Copper Hills Unified | RS-CT-24 | 19 | 2026-09-19 | $10,254 |
| Trailhead Community District | RS-CT-32 | 21 | 2027-01-19 | $9,731 |
Repeat-claim customers
8+ claims — usually a site or handling issue, not a product one
Stone Harbor Schools
K-12
20 claims
Harbor Point Hospital
Healthcare
17 claims
Willow Creek District
K-12
15 claims
Unity Health Alliance
Healthcare
14 claims
Brightwater Medical Group
Healthcare
14 claims
Golden Prairie ISD
K-12
14 claims
Granite Bay Unified
K-12
14 claims
Silver Lake Schools
K-12
13 claims
Blue Ridge District
K-12
13 claims
Pinewood Academy Network
K-12
13 claims
Northline Logistics
Commercial
13 claims
Beacon Insurance
Commercial
13 claims