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Warranty National Service Manager’s New Product Introduction Meeting April 8th - 10th, 2005 Warranty Brenda Harris NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty Clark Warranty Assistance • North American & Puerto Rico Claims Analyst – Brenda Harris • Phone: 859-422-6419 • Fax: 859-422-7463 • E-Mail: [email protected] • International Claims Analyst – Mike Guerrero • Phone: 859-422-6418 • Fax: 859-422-7433 • E-Mail: [email protected] NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty Clark Warranty Assistance • IC Product Service Manager – Mike Michalski • Phone: 859-422-6423 • Fax: 859-422-7440 • E-Mail: [email protected] • Electric Product Service Manager – Russ Davies • Phone: 859-422-6421 • Fax: 859-422-7425 • E-Mail: [email protected] NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty Dealer Information Services • Available on the CLARK Online ‘Intranet Services’ • DIS 34-01-01 through 34-01-38 covers CLARK Warranty Policies and Procedures. • Printable as individual releases – Updated online as needed NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty Accessing the DIS: service.clarkmhc.com NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty DIS 34-01 cont.. Index NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty CLARK STANDARD WARRANTY (DIS 34-01-35) • Powrworkers/Class III – 2 Years or 4000 Total Hours • Listed Maintenance Items-----------Parts, Labor & Travel for 3 months or 500 hours which ever comes first. • Full Warranty (exceptions listed)--Parts, Labor & Travel for 6 months or 1000 hours which ever comes first. • Listed Major Components-----------Parts and Labor for 24 months or 4000 hours whichever comes first. • Riders – 2 Years or 4000 Total Hours • Full Warranty (exceptions listed)---Parts, Labor & Travel for 12 months or 2000 hours whichever comes first. • Listed Major Components------------Parts and Labor for 24 months or 4000 hours whichever comes first. NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty Most Common Claim Errors • Absence of Component Serial Numbers – Serial Numbers Required on claims (DIS 34-01-37) • • • • • • • Engines Transmissions Electric Motors Contactor Panels Drive Axles Steer Axles Uprights and Attachments Serial Numbers are needed on the following components for EPA 2004 Units: *Vaporizer/Regulator *Mixer/Carburetor *SECM *Defective & replacement serial # Inclusion of these serial numbers will eliminate rejections, cancellation and resubmission of these claims that, in turn, will reduce the duplication of both your efforts and ours. NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty • Incorrect Meter Readings – Claims with incorrect meter readings will be rejected for correction • Replacement of hour meters, instrument panels etc – Responsibility of Dealer to track hours at time of replacement and add the new hours to equal the actual truck hours • Outside Charge/Charges Invoice – Most outside charges are associated with a Pre-approved type claim – Copy of invoice must be faxed with a traveler (DIS 34-01-36) the same day as the claim is submitted on-line • Claims not accompanied by the proper documentation will be rejected. NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty • Late Submittals (DIS 34-01-08) – Claims must be submitted within 60 days of work complete date – Rejected claims must be reworked within 30 days of disposition date • Problem/Solution Remarks are not Clear – State what is wrong with the truck and how you resolved • “Bad” - “Faulty” - “Defective” Try not to use these words in your description. (Bad Motor. Replaced Motor) Clark or our Vendors have no clue what we are looking for. • Truck symptoms are acceptable. Many times you will not know what is wrong with the part, but you should know what the truck was doing wrong. • Convince us and the vendor there was a problem and it was resolved. NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty – Space is Limited so use Wisely • Problem/Solution fields must be filled out. Can’t say ‘see Traveler. • Use the traveler form if space runs out - Leave space to say ‘C-Trvl’ • Don’t use Customer Called or Service Call, Traveled to Customer Site (If you claim travel, we know that) • Reject Claims File (DIS 34-01-02) – Claims are rejected to give the dealer the opportunity to make any corrections or changes requested. • Claims must be reworked within 30 days of the rejected date. • Do not submit new claim - it will change your submit date NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty • Do not delete rejected claim - Rejected message on claim needs to remain exactly as it was written. • Check your rejected claims weekly • If you attempt to rework a rejected claim after 30 days, the claim automatically cancels with an 80 code and will show in your cancelled file. • Trouble/Problem Code Incorrect – – – – Codes are 5 digits Codes can be obtained from PartsPRO - (Parts Key No.) Codes are critical for Clark analyzing and reporting purposes Aids Clark with identifying quality issues with specific parts NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty FIX CODES SYMPTOM CODES 01 02 03 05 06 07 08 10 11 12 13 14 15 16 17 18 19 Missing Tight Disconnected Noisy Loose Leaks Incorrect Machining Faulty Contaminated Threads Striped/Crossed Damaged-Broken-Cracked Bent Pinched-Cut Too Short Slipping Burnt-Glazed Plugged 21 22 23 24 28 29 32 33 34 35 41 44 45 46 47 53 56 Rusted Shorted Dented Adjusted Wrong Mounted Wrong Worn Out of Round Flaking-Peeling Defective Welding Assembled Wrong Smoking-Using Oil Not Lubricated Oversized Undersized Bad Casting Too Long Scored-Rough A B C E R T Adjusted Bleed Clean Remove & Replace Repair or Overhaul Check or Test NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty • Returned Parts Screen (DIS 34-01-06) – Check your return material screen often • Do not return parts until requested • Parts must be received at the correct address within 60 days of approval date. – Return Material Department Clark Parts Distribution Center 4901 Commerce Crossing Drive Louisville, KY 40229 • Packing Slip and a legible copy of claim must accompany parts • Components must be assembled and will not be accepted disassembled • All parts shipped via the approved common carrier list may be shipped “collect” if total weight exceeds 150 lbs. All parts less than 150 lbs. ship UPS prepaid NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty • Material tag must be filled out and attached to all parts Dealer Code 1651 City, St. Lexington, KY Machine Serial No. NPR345-0145-9581 Claim No. 001651-05-0001 Part No. 2790765 - HOSE • Material associated with charge back claims must be requested back by dealer otherwise will be scrapped 30 days from charge back NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty Accessing the Returned Parts Screen NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty If you do not make any individual selections and leave screen as it defaults, click on search, it will bring up all parts that are due. 001651-05-2450 Click on claim no., open and send copy with part. Must receive at Clark on or before this date. NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty 34-01-06 cont.. Return Material NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty • Claims Credits and Claims Charge Backs (34-01-02) – Credits and Charge Backs are issued on-line • Normally Claims are processed and paid within 5 working days of claim entry date. • It is the responsibility of the warranty analyst to print credits and or charge backs weekly, usually on Monday, and deliver to your accounting department. – Multiple claims can be paid on the credit – One claim only on each charge back • Reconcile your AFA account internally, at least monthly – Any disputes or discrepancies must be in writing within 30 days of paid or charge back date. NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty Your Dealer Name NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty Click on arrow for drop down and select the date. The most recent date will be first. NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty After selecting date, click continue NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty 1651 Your Dealer Name Your Dealer Name Your Street City, St. 12345 Your Street City, St. 12345 001651-05-2020 001651-05-2022 001651-05-2034 001651-05-2036 NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty To Locate your Charge Backs NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty After selecting date from dropdown click search NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty 001651-03-2183 001651-03-2183 Click on invoice no. 001651 Your Dealer Name Your Street City, St. 12345 Your Dealer Name Your Street City, St. 12345 NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty Pre-Approvals (DIS 34-01-02) • System enables you to submit an on-line request for pre-authorization before submitting a claim – Pre-approvals are required anytime the repair falls outside of the normal guidelines of warranty – All Welding requires a pre-approval – Request should be sent to the appropriate Product Service Manager • Mike Michalski - I.C. Trucks – Pre-authorization Number is always preceded with MJM • Russ Davies - Electric Trucks – Pre-authorization Number is always preceded with RGD NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty – System assigns your request an I.D. number which allows you to tract the status of the request. • • • • Also tract by Authorization Code (if already processed) Lot & sequence number Status - Denied, Approved, Unprocessed Assigned Name (Mike Michalski or Russ Davies) – Claims may be rejected with Code 33 “Requires Written Authorization” • Request pre-approval on-line – Remember you have 30 days from reject date to rework claim • When approved – Go to your “Rejected” claim using the rejected claim option – Click “rework”, change claim type to pre-approved and add the pre-authorization number in the appropriate field, make any other changes needed and submit as normal. NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty Most Common Installation Errors • Timeliness of on-line installation (DIS 34-01-01) – Installation of new equipment is required at date of delivery to customer. • Installation of truck registers the truck for warranty – Copy of customer signed delivery ticket could be required as confirmation • Install long term rentals the same as customer sold truck • Install short term rentals when placed into rental fleet and enter your dealership name and address as the customer. • Do Not wait until there is a warranty claim before installing – Late on-line installations do not reflect accurate information for your dealership or the Clark organization as a whole for analysis and reporting purposes. NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty • Travel for installation (DIS 34-01-05) – Customer sold truck or long term rental • Round trip travel time should be from closest point of service (main or branch office or resident technician) • Enter one (1) round trip travel time in the “Travel Hours” field – Short term rentals • Enter “0” in the “Travel Hours” field – If claim is filed on truck, the customer and complete address is entered in the proper field on claim and travel is claimed accordingly – Travel Guidelines – Travel is not paid for the initial delivery of the truck to the customer – One round trip per customer location per day – Travel time rate is in hours per Dealer Warranty Compensation Rate NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty SUMMARY • Utilize our on-line system including especially the DIS 34-01-01 through 34-01-38 and Parts PRO • Install truck timely and accurately • Submit claims within 60 days of work complete date • Watch for “Rejected Claims” and rework within 30 days • Watch your “Return Parts Due” screen and return parts timely with correct documentation • Print claims Credits and Charge Backs for your accounts payable dept. • Dispute in writing any discrepancies within 30 days of the disposition date. NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05 Warranty And remember. . . . Clark is committed to standing behind our products, supporting our dealers and ultimately the end user. You are important to us! NATIONAL SERVICE MANAGER’S NEW PRODUCT INTRODUCTION MEETING “05