Technician Introduction to the Warranty Department

Transcription

1 In this module you will learn about the following: Warranty Department o Warranty Administration Basics o Warranty Coverage Coverage types / Certificates o Warranty Administration Responsibilities o Warranty Definition of Terms o Warranty What they need from you! o Warranty Authorizations o Warranty Labor, and Additional diagnostics o Warranty Parts that were replaced o Warranty Work Orders o Warranty Documentation o Warranty Customer Satisfaction Depending on your dealership, your warranty department or warranty administrator may have duties that may vary or even cross responsibilities with others as needed.

2 Warranty Administration Basics Your Warranty Administrator processes warranty claims from your dealership to the manufacturer. (A warranty claim in it s simplest terms is a Bill ) These Bills are processed as a result of repairs you have completed on units while in or outside the warranty period. Your Warranty Administrator must keep track of these Bills in the form of credits or debits to keep your dealerships accounting accurate.

3 Warranty Administration Basics Warranty Administrators must submit accurate and complete warranty claims to the manufacturer according to prescribed policies and procedures. Warranty Administrators that submit warranty claims that are not within set policies and procedures could have these claims denied for payment.

4 Warranty Administration Warranty Coverage's vary by model Check the Specific Warranty Certificate for your model for complete coverage's Basic Warranty Coverage 12 Months/2,000 Hours, whichever occurs First from the Date of First Use Powertrain Warranty Coverage 24 Months/4,000 Hours, whichever occurs First from the Date of First Use

5 Warranty Administration Warranty Coverage's vary by model Emissions Warranty Coverage Short Term & Long Term Emission coverage is listed specifically by part number on the reverse side of the Toyota Industrial Truck Warranty certificate. Wearable Items Coverage Wearable component coverage is warranted for 120 days or 750 key on hours, which ever occurs first, from the units Date of First Use

6 Warranty Administration Warranty Coverage's vary by model Parts Warranty Coverage 12 Months/2,000 Hours, whichever occurs first from the Date of Sale ExtraCare This is an Aftermarket Coverage for units. There are Carriage to Counterweight and Powertrain plans. There are many variations of coverage in terms of time period. Check with your warranty administrator for time periods

7 Warranty Administration Warranty Coverage's vary by model Items Not Covered Items subject to normal wear and tear, noise, vibration, or deterioration. Parts Associated with Vehicle Maintenance. Damage as a result of Customer Abuse

8 Example of I.C. Truck Warranty Certificate.

9 Example of Class III Warranty Certificate.

10 Example of Parts Warranty Certificate.

11 Warranty Administration Definition of Terms Date of First Use (DOFU ): The date the vehicle was put into service. Any vehicle with more than 10 hours requires a date of first use. A truck can be used for demonstration purposes, but must be registered after 10 hours. A Demonstrator vehicle must have the hour meter turned on prior to the delivery of the demo. Cell Readings: Specific gravity readings obtained with a hydrometer which measures the electrolyte (charge) of each of a battery s cells.

12 Warranty Administration Definition of Terms Dealer: Any authorized Toyota Material Handling, USA dealership within the continental United States, Canada and Alaska. Flat Rate Manual: The Toyota issued guide to operation codes and allowable labor times for warranty repairs.

13 Warranty Administration Definition of Terms Genuine Part(s): Any part produced by or for Toyota, designed for use on Toyota vehicles and marketed by Toyota. In Stock Vehicle: A Toyota vehicle that has not been retailed and that has 10 or fewer hours on it. Model and Serial Number: The complete model number and the last 5 digits of the frame number together make up the model and serial number example 8FGCU This is also referred to as the Vehicle Identification Number (VIN).

14 Warranty Administration Definition of Terms Goodwill Consideration: Is the out of warranty repair or replacement of a failed part and partial or no cost to the owner in the interest of customer satisfaction A Goodwill consideration is available on a case by case basis by the TPSM, TMHU Warranty Department, FTS or NAPSM.

15 Warranty Administration Definition of Terms NON (No Operation Number): Operation code used for claim submission when no basic operation code for the repair is listed in the Flat Rate Manual. Also referred to as 99 time. Operator s Manual: The Toyota supplied manual provided with each vehicle, designed to inform the purchaser of periodic maintenance and operation information. Original Failed Part Number (OFPN): The specific part number which caused the failure.

16 Warranty Administration Definition of Terms Pre Delivery Inspection (PDI): The Toyota suggested procedure for preparation of the vehicle for delivery Repair Start Date: The date the repair began Repair Completion Date: The last day labor was applied to repair or the date the unit was returned to the customer following shop repair.

17 Warranty Administration Definition of Terms Repeat Repair/Shop Comeback: A repair to the same item or for the same complaint that is needed again as a result of improper inspection, diagnosis, or repair by the same dealer. Special Service Campaign (SSC): The repair or replacement by a dealer at the request of Toyota of a Genuine and/or authorized Toyota part on Toyota vehicles or components produced during a designated period of time. Hazmat: Completely drain and clean all failed parts of Oil or other flammable materials before shipping warranty return parts back to Toyota. Parts and boxes that have not been drained & cleaned can violate federal laws and claims could be denied.

18 Warranty Administration Definition of Terms Dealer Portal: The computerized system used by Toyota Material Handling, USA (TMHU) dealers for warranty, parts, and sales related functions. Territory Parts and Service Manager (TPSM): The Toyota field representative to dealers for parts and service. TMHU: The U.S. distributor, Toyota Material Handling, USA Inc.

19 Warranty Administration Definition of Terms Toyota Supplied Parts: Genuine Toyota parts or accessories normally supplied to the dealer for certain repairs on behalf of Toyota

20 Warranty Administration Definition of Terms Transportation Damages: Damages or shortages incurred during the shipment of vehicles from the Toyota to the dealership. Vehicle: Any Toyota industrial vehicle owned and operated in the continental U.S., Canada and Alaska. Vendor: The manufacturer or supplier of parts and/or accessories marketed by Toyota as genuine and/or authorized Toyota parts or accessories.

21 Warranty Administration Responsibilities Verify that a warrantable repair was completed. Verify that information on the work order supports the warranty claim Review Work orders prior to Claim Submission Recover dealer s costs (parts, labor, travel, cartage, fluids, etc.) to repair the customers equipment

22 Warranty Administration Responsibilities Maintain Warranty Policy & Procedure Manual Submit/File Claims Track Claim Status Reconcile Claims Maintain Record keeping

23 Warranty Administration Responsibilities Returning failed parts/components back to the manufacturer for analysis of failure. Completion of Manufacturer Service Campaigns Keeps open communication between your dealership and the manufacturer. Especially on unusual repairs or requests for assistance outside of the warranty period.

24 Warranty Administration What they need from you! Model / Serial Number All Current Hour Meter Readings (Key On, Drive, Hydraulic, etc) Date that work order was opened Accurate statement of the customer s complaint (Symptom) Detailed description of the defect or malfunction found by the technician (Cause)

25 Warranty Administration What they need from you! Provide a detailed description of what you did to complete the repair Diagnostic information recorded by technician Complete list of parts used in the repair Save all of the replaced parts on warranty repairs If you are in doubt about a repair.. Always confirm with your warranty administrator if the unit is within the warranty period or not.

26 Warranty Administration What they need from you! Warranty Authorizations Must be provided by Toyota for certain repairs. It is the dealers responsibility to contact your Warranty administrator prior to performing the repair so authorization can be provided. The dealer must provide Toyota supporting information including costs, parts to be used, reason for repair, etc, prior to TMHU granting the authorization. Failure to obtain authorization from Toyota before the repair is started can subject the claim to denial

27 Warranty Administration What they need from you! The following items require Authorization from Toyota prior to performing the repair Any repair that will exceed $4,000 Customer Goodwill Requests (Repairs outside of the warranty period)

28 Warranty Administration What they need from you! (Continued) Safety Related Repairs or Repairs that may involve Modifications or Legal Action Missing or Incorrect Parts replacement Assembly Replacements: Engine or Transmission

29 (Continued) Overhauls: Engine, Transmission or other Drive components Mast forks, carriage, mast channel. The replacement of certain parts, for certain tests and or diagnostic work done by a technician on behalf of Toyota s request

30 Model & Serial # are located on the unit s data plate

31 Hour Meter reading can be found on the dash display

32

33 Warranty Administration What they need from you! Symptom: What is the customer s complaint? Write out as the customer describes the unit s problem/issue. Cause: You should describe the defect or malfunction of the part/component as best as you can determine. Remedy: You should describe what you did to properly repair the part/component on the unit

34 Warranty Administration Labor Flat Rate Repairs Common repair types have operation codes. These operation codes have specific hours of labor in which to complete a specific repair. These specified hours multiplied by your dealership s labor rate is what labor amount your dealership will be paid to complete these repairs.

35 Warranty Administration Diagnostic Labor Let s face it, sometimes repairs take longer than expected due to the nature or complexity of diagnosing the problem with the unit. If you are working with the TMHU Technical Assistance department on a specific issue for a unit, write down the Case Number they provide you on your work order. It will be needed to help support your repair when its time for the claim to be submitted.

36 Warranty Administration Diagnostic Labor Listing out your diagnostic information may help justify extra repair time, but its not a guarantee that it will be covered This should be listed out on your work order or another piece of paper for your warranty administrators review. Details are essential

37 Warranty Administration Diagnostic Labor Below are examples where appropriate BEFORE and AFTER measurements or readings must be provided by the technicians: Battery load test Battery cell readings Brake drum run out Engine compression pressure

38 Warranty Administration Diagnostic Labor Transmission pressure test Engine analyzer test Wheel alignment Hydraulic pressure test Adjustment of mast, carriage, steer beam

39 Warranty Administration Replaced Parts Save all of the parts you have replaced on warranty repairs. ALL PARTS THAT WERE REPLACED MUST BE RETAINED by the dealership, not just the failed part. Keep parts for each of these repairs separated (in its own box, bag, etc). Mark or tag each box, bag, or part with the Work Order number and model & serial number.

40 Warranty Administration Replaced Parts ALL PARTS REPLACED by the technician, as a result of a warranty repair, must be returned to the responsible department at your dealership for proper storage and retention. At some point, your warranty administrator will be requested by the manufacturer to return these parts for inspection.

41 Warranty Administration Replaced Parts These replaced parts are analyzed for failure and also reviewed by suppliers. All parts should be properly stored at the dealership for 45 days unless requested back by TMHU. Failure to return these failed parts to the manufacturer when requested, can result in the claim not being paid.

42 Warranty Administration Work Order s Prior to turning them in for processing Make sure they are completely filled out Confirm that the Symptom, Cause, and Remedy is listed on the Work Order Case number is listed (If applicable) Make sure all of your parts are listed

43 Warranty Administration Work Order s Make sure your hand writing is legible Include step by step details on your Workorder for unusually long diagnostic time Turn your workorders in for processing as soon as possible for processing.

44 Warranty Documentation You may be asked to Complete Travel document Assembly replacement worksheet Battery Inspection Report Pre Delivery Inspection Form: Internal Combustion Trucks Pre Delivery Inspection Form: Electric Trucks Warranty Flat Rate Review Form

45 Warranty Documentation for Travel Toyota will cover 1 round trip to and from the customers location for travel time reimbursement requests equal to or greater than two (2) hours, a Toyota Material Handling Travel Documentation form must be completed. Travel time for unrelated activities performed while en route to or from the customer locations not covered (e.g. Parts run, side trips, lunch breaks, errands, etc.) Travel charges for multiple repairs at the same location will not be reimbursed beyond one (1)round trip

46 Toyota Travel Document

47 Warranty Documentation for Assembly Replacements It is Toyota s policy that when repairing a unit, that the dealer replaces the failed component parts within the assembly rather than the entire assembly The only exceptions to this policy are: The failed component part within the assembly, exceeds the cost of the complete assembly. A cost analysis worksheet must be submitted for approval prior to replacement of any of the following assemblies.

48 Warranty Documentation for Assembly Replacements Steering power steering cylinder power steering drive motor power steering pump steering control valve steering gear

49 Warranty Documentation for Assembly Replacements Powertrain differential electric drive motor torque converter transmission control valve engine

50 Warranty Documentation for Assembly Replacements Hydraulic System hydraulic control valve hydraulic cylinder hydraulic motor hydraulic pump lift cylinder tilt cylinder

51 Toyota Assembly Replacement Worksheet

52 Warranty Documentation for Batteries on Internal combustion Units Any replacement which becomes necessary due to a defect in materials or workmanship under normal use TMHU will consider payment of battery warranty claims if the dealer provides all the following supporting information on the Toyota Battery Claim Documentation form:

53 Warranty Documentation for Batteries on Internal combustion Units The manufactured date stamped on the battery label. The battery part number printed on the corner of the label. The static voltage. The specific gravity of electrolyte in each cell before and after recharging. The physical condition of the battery

54 Warranty Documentation for Batteries on Internal Combustion units Batteries on stock units that do not have a record of regular periodic recharging at least once a month will be denied. Warranty For Batteries on Electric Powered units. Batteries for electric powered vehicles are covered directly by the battery manufacturer.

55 Battery lnspection Report

56 Warranty Documentation for Pre delivery The Pre Delivery Inspection (PDI) Form lists the inspections and adjustments that need to be performed before delivery of each new vehicle to the retail customer. All of the operations listed on the form should be performed in accordance with related Toyota technical bulletins and service manuals.

57 Warranty Documentation for Pre delivery The Pre Delivery Inspection form should then be maintained in the dealer s vehicle file. Completing the Pre Delivery is extremely important. This allows a final confirmation that everything with the unit is in working order and the unit can arrive to the customer trouble free.

58 Pre Delivery Inspection Sheet Electric Unit

59 Pre Delivery Inspection Sheet I.C. Unit

60 Warranty Customer Satisfaction The factory warranty is a quality statement made by Toyota to your Customers and is the foundation of good customer satisfaction. Being prepared to answer customer s warranty questions and respond to concerns in a timely and professional manner is essential to maintaining good Customer Satisfaction

61 Warranty Customer Satisfaction Help ensure that your customer knows and understands what is covered and not covered under the warranty period to help avoid any miss understandings

62 Warranty Customer Satisfaction Being prepared to professionally handle customer inquiries and increasing customer s satisfaction is necessary to the mutual long term success of the Toyota dealers, Toyota and you!

63 Now that you ve successfully completed the Warranty Introduction module, its time for you to meet with your dealership s Warranty Department or Administrator before moving on to the next Introduction module Spend time getting to know the Warranty Administrator at your dealership. Review your Warranty Administrator responsibilities, daily activities, and paperwork If you have questions about the Warranty Department / Administrator position that were not answered in this module, you should ask your Warranty Administrator or the Service Manager during your meeting with them