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Frequently Asked Questions for Kirby Authorized Service Centers

  • 3 years from date of purchase.
  • If customer does not have purchase date information, the warranty portal can determine manufactured date by the Serial Number.
  • See complete Warranty details at: https://www.kirby.com/warranty/

Click here to review the list of parts covered under the Kirby Warranty.

Warranty claims can be submitted through the Steel City online portal. 

 

Steps to enter a Warranty Claim into the Kirby/Steel City Portal: 

  1. Vac Store must be set up as a Steel City customer.
  2. Access the Steel City website. Go to Kirby Warranty tab.
  3. The following information must be entered into the Portal:
    – Customer Name
    – Customer Phone Number
    – Customer Address, City, Country, State, Zip Code.
  4. Model Number & Serial Number (If out of Warranty, Claim is rejected).
  5. Date of Purchase & Date of Warranty Problem.
  6. Select from list, part or parts that are defective.

Enter only parts from the Warranty Parts List. If not on the list, Claim is rejected.

Parts are categorized by Tier Level: 

Tier 1 Minor: $20.00 Labor Compensation

Tier 2 Major: $35.00 Labor Compensation

Paid to Vac Store at the end of the month by Kirby.

If the Warranty Claim is approved, a Claim Number will be assigned and will be referenced on all paperwork going forward. Copy of the Claim is given to the customer, one kept by Steel City and one submitted to Kirby.

Once approved, Steel City will ship a “no charge part” to the Vac Store and document the Claim Number, Labor Compensation, Warranty Part and Vac Store submitting the Claim. 

At the end of every month, a report is issued summarizing all Claims.

Note: Vac Stores are required to maintain all defective Warranty Parts for 30 days. Subject to inspection by Kirby.

  • Unique to the industry, Kirby offers original owners the Lifetime Factory Rebuild program to have their Kirby systems rebuilt to “like new” condition.
  • Cost is determined by model.
  • Customer should be directed to contact Kirby at 1-800-437-7170 for details and instructions.
  • While the Kirby is built-to-last and provides superior performance, it is designed primarily for residential use.
  • Factory Warranty is only 1 year if the Kirby is used commercially.
  • Brushrolls should be replaced every 2 to 3 years, depending on the type of carpet and if pets are involved
  • There are two safety switches on the Kirby; one the front and one on the side. When vacuuming, ensure the floor nozzle is installed properly on the front and the bag/hose is installed properly on the side
  • When using the MSSS to shampoo or clean hard floors, ensure the MSSS is installed properly on the front and the tank is installed properly on the side
  • The Kirby may not be set to the proper height
  • The brush roll indicator light may not be on, meaning the brushroll isn’t engaged properly or the belt is broken
  • Disposable bag may be full
  • Disposable bag may need replaced
  • Nozzle and air intake casting may need cleaned

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