WARRANTY GUIDELINES IMS

Transcription

1 WARRANTY GUIDELINES

2 CONTENTS The following are presented in page order below to assist you with your warranty/guarantee claims. Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12 Page 13 Page 14 Page 15 Page 16 Page 17 Contents Introduction Service Report Form Axle Identification Data Input Sheet HUB UNIT Failed Axle Claims Axle Thread Claims Excessive Play Hub Unit Claims Noisy Hub Claims Stuck Hub Unit Claims Brake Chamber Claims Shock Absorber Claims Caliper Claims Air Bag/Lift Bag Claims EBS Sensor Claims Branding Page: 2

3 INTRODUCTION Welcome to the IMS Limited warranty guidelines folder. This folder has been assembled to provide approved SAF service agents with the necessary information required to submit claims for consideration under the manufacturer s guarantee. If a vehicle operator reports a problem with a particular SAF component, this guide will help you to collate the necessary information. As you can see from the contents page we have given examples of most of the components you may come across and all you need to do is refer to the relevant or closest component and follow the applicable instructions. Please be aware that the more information you supply to IMS Limited on the claim submission, the more efficient we will be in assisting you to resolve the issue. If you require any assistance please find below useful contact numbers for IMS Limited. CONTACTS IMS CUSTOMER SERVICES: Mark Kohrs Customer Service Coordinator Tel: customerservices@imslimited.com Diane Laxton Customer Service Administrator Tel: customerservices@imslimited.com Andrew Young Service Engineer Mobile: customerservices@imslimited.com IMS AFTERMARKET: James Dixon Aftermarket Sales Mobile: James.dixon@imslimited.com Aftermarket Team: Stacey Gee Tel: Cheryl Bills aftermarket@imslimited.com Ellie Staats Website: Elliott Johnson Page: 3

4 SERVICE REPORT FOR REPLACEMENT PARTS Please complete this form in FULL and return to IMS Limited by fax to or by to Replacement parts will only be dispatched once the form is fully completed. Please note, completion of this form is not an acceptance of guarantee. Service Report raised by: Company:... Address: Contact person:... Tel. no:... Vehicle Owner: Company:... Address: Contact person:... Tel. no:... Date:...IMS Ref. No:...Your Ref. No:... Trailer Details: Registration Date:... Fleet No:... Full Chassis No:... Km in service:... (Read out from EBS/ABS) Address trailer parts to be sent to (if different from above): Trailer Manufacturer:... Serial No. 1st Axle:... Serial No. 2nd Axle:... Serial No. 3rd Axle:... Serial No. 4th Axle:... Serial No. 5th Axle:... EBS Type: WABCO KNORR HALDEX Fault position on Vehicle Vehicle Type Body Type Left Right Axle Lift Tipper Special 1st Axle Box/Fridge Platform 2nd Axle Tank Curtainsider 3rd Axle 4th Axle Walking Floor Demountable 5th Axle Other Low Loader Other Is the vehicle off the road? (VOR) Yes No Signature of application:... Complaint: Name of application:... Date of application:... For and on behalf of:... Page: 4

5 AXLE IDENTIFICATION SERVICE INFORMATION (MK/dcl/ - 03/15) In order for IMS Limited to assist with the submission of a guarantee claim, it is important that the affected axle serial number is quoted. It is a requirement that an image of the affected axle serial number is provided. The images below show examples of where the axle serial number can be found. Example of the type plate shown below Location of serial no. if type plate is missing below: Off Side Axle Stub End Axle Production Number 8, 9 or 11 Digits xxx/xx(x)/xxx Plate location: Intra system nearside trailing arm. Non-Intra system centre of axle beam. Please note: All SAF parts and proprietary parts are marked with a date stamp and manufacture date. The images must be sent in conjunction with a fully completed service report to: customerservices@imslimited. com or if you have any questions regarding this information sheet, please do not hesitate to telephone option 2. Page: 5

6 DATA INPUT SHEET HUB UNIT CASE NO: C PLEASE NOTE! The following data is required for processing the complaint The measured values must be supplied to SAF before the start of the repair Vehicle Owner Company Street Town Post Code Country UK Telephone Wheel Rock Test Serial Number Left Right 1st axle mm mm 2nd axle mm mm 3rd axle mm mm Grease Escape (to SAF specification) Left Right 1st axle Yes No Yes No 2nd axle Yes No Yes No 3rd axle Yes No Yes No Wheel Bearing Noise (rough or grinding noise) Left Right 1st axle Yes No Yes No 2nd axle Yes No Yes No 3rd axle Yes No Yes No Page: 6

7 FAILED AXLE CLAIMS To assist with a warranty/guarantee claim IMS/SAF-Holland require the following information contained within a Service Report Form, as opposite. A Service Report Form is included in this pack or obtainable from IMS Customer Services customerservices@imslimited.com or telephone: Option 2. Axles have a warranty of 12, 36 or 72 months from date of trailer registration and determined by axle type. To ensure a warranty/guarantee claim runs smoothly and efficiently please obtain the following photographic evidence: Rear of Trailer Chassis Plate Axle Tag Image of failure VOSA Certificate To assist SAF-Holland in their determination of warranty, please obtain an EBS fault log report and an ODR diagnostic report (Wabco & Knorr Bremse systems only). The equivalent report on a Haldex system is called Fleet Plus. If you require further assistance please do not hesitate to contact IMS Limited Customer Services. Page: 7

8 STRIPPED AXLE THREAD CLAIMS To assist with a warranty/guarantee claim IMS/SAF-Holland require the following information contained within a Service Report Form, as opposite. A Service Report Form is included in this pack or obtainable from IMS Customer Services customerservices@imslimited.com or telephone: Option 2. Axles have a warranty of 12, 36 or 72 months from date of trailer registration and determined by axle type. To ensure a warranty/guarantee claim runs smoothly and efficiently please obtain the following photographic evidence: Rear of Trailer Chassis Plate Affected Axle Tag Stub End Removed Axle Nut showing thread damage First time removal; silicone indicates Hub Nut has not previously been removed VOSA Certificate Remove hub cap and take a photograph of the bead of silicone before removal of hub nut. This is evidence for 1st time removal. If you require further assistance please do not hesitate to contact IMS Limited Customer Services. Page: 8

9 EXCESSIVE PLAY HUB UNIT CLAIMS If, when servicing a trailer, there is a suspicion that there is a problem with a wheel bearing please take a photograph of the stub end nut BEFORE attempting removal to clearly show the factory silicone is still intact. To remove the hub unit a hub puller is required using equal pressure on all sides. This will aid any warranty/guarantee claim that may become necessary. To assist with a warranty/guarantee claim IMS/SAF-Holland require the following information contained within a Service Report Form, as opposite. A Service Report Form is included in this pack or obtainable from IMS Customer Services customerservices@imslimited.com or telephone: Option 2. Hub units have a warranty of 12, 36 or 72 months from date of trailer registration and determined by the axle type and the application. A Hub Data Sheet is required to be completed with details of all wheel stations. To ensure a warranty/guarantee claim runs smoothly and efficiently please obtain the following photographic evidence: Rear of Trailer Chassis Plate Affected Axle Tag Zero Dial Gauge Recorded Movement VOSA Certificate Please use a dial gauge to indicate excessive play. Excessive play is when the dial gauge is more than 0.25 mm. To assist SAF-Holland in their determination of warranty, please obtain an EBS fault log report and an ODR diagnostic report (Wabco & Knorr Bremse systems only). The equivalent report on a Haldex system is called Fleet Plus. For further assistance please do not hesitate to contact IMS Limited Customer Services. Page: 9

10 NOISY HUB CLAIMS If, when servicing a trailer, there is a suspicion that there is a problem with a wheel bearing please take a photograph of the stub end nut BEFORE attempting removal to clearly show the factory silicone is still intact. To remove the hub unit a hub puller is required using equal pressure on all sides. This will aid any warranty/guarantee claim that may become necessary. To assist with a warranty/guarantee claim IMS/SAF-Holland require the following information contained within a Service Report Form, as below. A Service Report Form is included in this pack or obtainable from IMS Customer Services customerservices@imslimited.com or telephone: Option 2. Hub units have a warranty of 12, 36 or 72 months from date of trailer registration and determined by the axle type and the application. A Hub Data Sheet is required to be completed with details of all wheel stations. To ensure a warranty/guarantee runs smoothly and efficiently please obtain the following photographic evidence: Rear of Trailer Chassis Plate Axle Tag In situ VOSA Certificate To assist SAF-Holland in their determination of warranty, please obtain an EBS fault log report and an ODR diagnostic report (Wabco & Knorr Bremse systems only). The equivalent report on a Haldex system is called Fleet Plus. For further assistance please do not hesitate to contact IMS Limited Customer Services. Page: 10

11 STUCK HUB UNIT CLAIMS If, when servicing a trailer, there is a suspicion that there is a problem with a wheel bearing please take a photograph of the stub end nut BEFORE attempting removal to clearly show the factory silicone is still intact. To remove the hub unit a hub puller is required using equal pressure on all sides. This will aid any warranty/guarantee claim that may become necessary. To assist with a warranty/guarantee claim IMS/SAF-Holland require the following information contained within a Service Report Form, as opposite. A Service Report Form is included in this pack or obtainable from IMS Customer Services customerservices@imslimited.com or telephone: Option 2. Hub units have a warranty of 12, 36 or 72 months from date of trailer registration and determined by the axle type and the application. To ensure a warranty/guarantee claim runs smoothly and efficiently please obtain the following photographic evidence: Rear of Trailer Chassis Plate Affected Axle Tag First time removal; silicone indicates Hub Nut has not previously been removed Hub ID Numbers In situ Before cutting the bearing race please photograph the ID numbers (as in photograph on the left) and also ensure bearings are returned to IMS for inspection. Warranty will be void if the bearings are not forwarded for inspection. VOSA Certificate If you require further assistance please do not hesitate to contact IMS Limited Customer Services. Page: 11

12 BRAKE CHAMBER CLAIMS If, when servicing a trailer, there is a suspicion that there is a problem with a wheel bearing please take a photograph of the stub end nut BEFORE attempting removal to clearly show the factory silicone is still intact. To remove the hub unit a hub puller is required using equal pressure on all sides. This will aid any warranty/guarantee claim that may become necessary. To assist with a warranty/guarantee claim IMS/SAF-Holland require the following information contained within a Service Report Form, as opposite. A Service Report Form is included in this pack or obtainable from IMS Customer Services customerservices@imslimited.com or telephone: Option 2. Brake chambers have a warranty of 12, 24 or 36 months from date of trailer registration and determined by the axle type and the application. To ensure a warranty/guarantee claim runs smoothly and efficiently please obtain the following photographic evidence: Rear of Trailer Chassis Plate Axle Tag Identification Plate VOSA Certificate Please ensure the identification plate is still attached to the brake chamber as without the tag the warranty/guarantee is void. If you require further assistance please do not hesitate to contact IMS Limited Customer Services. Page: 12

13 SHOCK ABSORBER CLAIMS To assist with a warranty/guarantee claim IMS/SAF-Holland require the following information contained within a Service Report Form, as opposite. A Service Report Form is included in this pack or obtainable from IMS Customer Services customerservices@imslimited.com or telephone: Option 2. Shock absorbers have a warranty of 12, 36 or 72 months from date of trailer registration and determined by the axle type. To ensure a warranty/guarantee runs smoothly and efficiently please obtain the following photographic evidence: Rear of Trailer Chassis Plate Axle Tag Shock Absorber Insitu Slightly oily with no drop formation and adjacent parts not oily. In case of doubt the shock absorber should be cleaned and re-evaluated after a test drive. The above 3 shock absorbers are not acceptable for warranty in this condition. The outer sleeve of the shock absorber is wet with oil and adjacent parts are also covered in oil. This would be considered as an acceptable claim. Remove the shock absorber and replace. If you require further assistance please do not hesitate to contact IMS Limited Customer Services. Page: 13

14 CALIPER CLAIMS To assist with a warranty/guarantee claim IMS/SAF-Holland require the following information contained within a Service Report Form, as opposite. A Service Report Form is included in this pack or obtainable from IMS Customer Services customerservices@imslimited.com or telephone: Option 2. Calipers have a warranty of 12, 36 or 72 months from date of trailer registration and determined by the axle type. To ensure a warranty/guarantee claim runs smoothly and efficiently please obtain the following photographic evidence: If the identification plate is missing or there is evidence of water ingress or guide pins seized or tappet bolts split the warranty will become invalid. Rear of Trailer Chassis Plate Axle Tag Calliper in situ Caliper ID VOSA Certificate To assist SAF-Holland in their determination of warranty, please obtain an EBS fault log report and an ODR diagnostic report (Wabco & Knorr Bremse systems only); and can only be obtained from the manufacturers EBS system. The equivalent report on a Haldex system is called Fleet Plus. If you require further assistance please do not hesitate to contact IMS Limited Customer Services. When returning caliper(s) the brake pads MUST be included. Non-return will void the warranty. Page: 14

15 AIR BAG/LIFT BAG CLAIMS To assist with a warranty/guarantee claim IMS/SAF- Holland require the following information contained within a Service Report Form, as opposite. A Service Report Form is included in this pack or obtainable from IMS Customer Services customerservices@imslimited.com or telephone: Option 2. Air bags and lift air bags have a warranty of 12 months from date of trailer registration. To ensure a warranty/guarantee claim runs smoothly and efficiently please obtain the following photographic evidence: Rear of Trailer Chassis Plate Axle Tag Type of failure VOSA Certificate If you require further assistance please do not hesitate to contact IMS Limited Customer Services. Page: 15

16 EBS SENSOR CLAIMS To assist with a warranty/guarantee claim IMS/SAF-Holland require the following information contained within a Service Report Form, as opposite. A Service Report Form is included in this pack or obtainable from IMS Customer Services customerservices@imslimited.com or telephone: Option 2. EBS sensors have a warrantable period of 12 months from date of trailer registration for electrical failure of the component. The guarantee will not cover any impact damage. To ensure a warranty/guarantee claim runs smoothly and efficiently please obtain the following photographic evidence: Rear of Trailer Chassis Plate Affected Axle Tag VOSA Certificate To assist SAF-Holland in their determination of warranty, please obtain an EBS fault log report and an ODR diagnostic report (Wabco & Knorr Bremse systems only); and can only be obtained from the manufacturers EBS system. The equivalent report on a Haldex system is called Fleet Plus. If you require further assistance please do not hesitate to contact IMS Limited Customer Services. Page: 16

17 BRANDING APPENDIX C Page: 17

18 WARRANTY GUIDELINES v.2 October 2015