How One Supplier Reduced Warranty Claims by 40% With Certified Installers
The Warranty Problem
Tropical Wood Supply, a mid-Atlantic distributor specializing in Ipe, Cumaru, and Garapa, was facing a growing problem: warranty claims were eating into margins, and most of them had nothing to do with product quality.
"About 70% of our warranty claims were installation-related," says Jim Harwood, operations manager. "Customers would buy premium Ipe, hire the cheapest contractor they could find, and then call us when things went sideways."
The issues were predictable: cupping from no acclimation, splitting from no pre-drilling, rust staining from wrong fasteners. Sound familiar?
The Certification Approach
In early 2025, Tropical Wood Supply began actively recommending EHCI-certified installers to their retail and contractor customers. They didn't mandate it—they simply added a recommendation card to every order and listed local certified professionals on their website.
"We told customers: we stand behind our wood, but the installation determines the outcome. Here's how to find someone who knows what they're doing."
They also began offering EHCI certification bundle links to their regular contractor accounts, covering the Level 1 Core exam cost as a relationship investment.
The Results
After 12 months:
- Warranty claims dropped 40% overall
- Installation-related claims dropped 62% among projects with certified installers
- Repeat business increased as contractors who got certified reported higher customer satisfaction and more referrals
- Average project value increased 18% as certified contractors were more likely to recommend appropriate (often premium) products
What This Means for the Industry
This isn't a story about one supplier. It's a pattern. When the people installing the product understand the product, everyone wins—the supplier, the installer, and the homeowner.
Manufacturers and suppliers interested in similar results can explore EHCI partnership options including sponsored modules and bulk certification bundles.