Warranty Claim Procedures for Warehouse Distributors and Service Distributors
S U B M I T T I N G C L A I M S INTRODUCTION FORMS & TAGS The purpose of this booklet is to provide detailed instructions for the handling of Prestolite Electric warranty. This booklet covers products sold by Prestolite Electric Incorporated under the trade names PRESTOLITE, LEECE-NEVILLE, LOAD HANDLER and TREK STAR TM. Refer to the Prestolite Electric Limited Commercial Warranty Policy (PP-1143) for detail regarding warranty policy and warranty period schedule. This booklet supersedes all other versions of Prestolite for PP-889B and Leece-Neville Form 3037-12 and replaces the Motorola Form 25-68F for Load Handler alternators and Trek Star instruments. The following forms and tags are referenced in this booklet: Warranty Claim Form L-702A. This form is to be used to claim reimbursement for warranty material and labor expense and is available from authorized Warehouse Distributors. Warranty Tag Form L-703. This tag is to be attached to material returned for warranty consideration. Warranty Report Form L-684B. This form is to be used to claim reimbursement for warranty material (no labor). Flat Rate Time Allowance Schedule Form L-212. This schedule lists the time allowances to be used in claiming reimbursment for warranty labor. Limited Commercial Warranty Policy Form PP1143a. This warranty policy lists the warranty period schedule for product sold through Original Equipment Manufacturers and Warehouse Distributors. Follow the procedures for completing and submitting the warranty claim form. Report the condition of the unit and then work performed. Use the Prestolite Flat Rate Time Allowance Schedule (Form L-212) for labor times. Claims must be submitted to Prestolite within 60 days after work is performed. Claims must be complete including mileage, kilometers, or hours. If not, claims may be denied. This does not apply to new stock that would not operate when installed (new non-operative stock). REPAIR VS REPLACEMENT Complete units (alternators, distributors, motors, etc.) must be repaired with genuine Prestolite parts. If failed unit is not repairable, replace with a new or remanufactured unit of the same make and model. Use of nongenuine parts may void remaining warranty. Repair of aircraft units is not authorized by Prestolite. All aircraft units and components must be returned to Prestolite for inspection before credit can be made. Labor for removing and/or reinstalling (R&R) units may be allowed for drive-in repairs at approved Warehouse and Service Distributors. Refer to the Warranty Period Schedule and the Flat Rate Time Allowance Schedule to determine if R&R labor is authorized. Warranty repair or replacement applies to units which fail due to defects in material or workmanship under normal use and service. It does not apply if the unit or part has been subject to misuse, neglect, unauthorized alterations, improper installation, adjustment, lubrication, wiring, or accidental damage due to faulty repair efforts. POLICY ADJUSTMENTS Occasions may arise when you or your customers feel warranty repair of replacement not normally covered by the Prestolite warranty policy should be granted. We suggest the customer be charged for the repair. The warranty claim and material should be submitted in the normal manner. A detailed explanation should accompany the claim explaining the circumstances. The claim will be reviewed and you will be advised if credit will be authorized. Please make sure to state on the claim that it is being submitted on a contingent basis. NEW NON-OPERATIVE STOCK New parts (excluding complete units) that are found to be non-operative before installation or before vehicle leaves the premises are classified as new non-operative stock. Claims for units or parts damaged in shipment should be filed with the carrier. Units or parts shipped in error should be returned to Prestolite covered with a letter of explanation. Units or parts that are obsolete must be handled in accordance with Prestolite s current obsolescence policy and procedure. Service Distributors: Return new non-operative component parts and/or complete units to your Warehouse Distributor for NO-CHARGE replacement. Warehouse Distributors: Must call Customer Service in Florence, KY (800) 354-0560 for an RGA (Return Goods Authorization) number.
COMPLETING FORM L-702A Warranty Claim Form L-702A must be used when requesting reimbursement for Component Parts Scrapped in Field or Returned to Factory only. Warranty Claim Report Form L-684B may be used when requesting reimbursement for parts only (no labor). Note:Reimbursement will not be considered until a complete and accurate claim form has been submitted for each claim. To insure prompt and correct handling of your claim, it is important that it be completed as shown below. WARRANTY CLAIM (Use Form L684B for Component Parts Scrapped in Field or Returned to Factory) PLEASE TYPE OR PRINT LEGIBLY 1. Warehouse Distributor: Name and address of Warehouse Distributor. Claims may only be submitted by an authorized Warehouse Distributor. 2. Date of Failure: Self explanatory. 3. Make of Vehicle/Engine: Make of vehicle, equipment, or engine unit was installed on. 4. Year: Year that vehicle, equipment or engine was manufactured. 5. Model: Manufacturer model number of vehicle, equipment, or engine. 6. VIN:Vehicle Identification No. or engine serial number. 7. Odometer Reading: Vehicle / engine odometer or hourmeter reading at time of failure. RETURN TO: PRESTOLITE ELECTRIC PHONE: (585) 492-1700 400 MAIN STREET TOLL FREE: (800) 428-5061 ARCADE, NY 14009 FAX: (585) 492-0522 FIELDS MARKED WITH * ARE REQUIRED WAREHOUSE DISTRIBUTOR INFORMATION * NAME * CONTACT NAME * ADDRESS * PHONE #: * FAX: * CITY STATE ZIP EMAIL VEHICLE INFORMATION OWNER INFORMATION MAKE MODEL NAME YEAR IN SERVICE DATE ADDRESS *VIN ODOMETER READING FAILED PART INFORMATION PARTS REPLACED PART NO. PART NAME QTY PURCHASE PRICE REQUEST PART RETURN IF PART IS FOUND TO BE NON-WARRANTABLE DO YOU WANT IT RETURNED TO YOU? * YOU MUST SELECT ONE OF THESE OPTIONS ADDITIONAL REMARKS: CITY STATE ZIP * PART NO. DATECODE * DATE FAILED PART WAS INSTALLED * DATE THE PART FAILED MILEAGE/HOURS/KILOMETERS APPLICATION: BUS INDUSTRIAL LINE HAUL EMERGENCY VEHICLE MARINE OTHER IF OTHER DESCRIBE: RECEIVED VIA: DO NOT WRITE IN SPACE BELOW DRIVE-IN NON-OPERATIVE STOCK DETACHED UNIT OTHER IF OTHER DESCRIBE: * REASON FOR REMOVAL / REPLACEMENT REMARKS (COMPONENT CONDITION, WORK PERFORMED, OTHER INFO) LABOR (WHEN AUTHORIZED BY FACTORY) TIME IN TENTHS TOTAL TIME FLAT RATE OPERATION CODE AUTH. HOURLY RATES 50000 FLAT RATE ALLOWANCE TOTAL $ NO - PART WILL BE SCRAPPED YES - HERE IS MY UPS #: ONLY IF I NOTIFY YOU WITHIN 15 DAYS AFTER I RECEIVE ANALYSIS (PART WILL BE SCRAPPED AFTER 15 DAYS) Indicate whichever applies in accordance with the warranty period schedule from Limited Commercial Warranty Policy for Warehouse Distributors Form PP-1143a. 8. Date Delivered: If original equipment, date delivered to owner. If not original equipment, complete block 12. 9. Part No.: Part number of unit / part which was repaired. The complete part number must be included (1.e. PML-4003, 105-130, 8SC3021V, A051075296). 10. Date Code: Date code of unit / part. The code may be found on product nameplate or base. 11. Date Installed: Date unit was installed if not original equipment. 12. Mileage/Hours/Kilometers: Mileage, hours or kilometers on unit if different than vehicle / engine odometer or hourmeter reading. Also indicate whether miles, hours, or kilometers. 13. Application: Indicate application unit is used on. Warranty periods may vary based on application. If application cannot be determined from warranty claim, the shortest warranty period will be used. 14. Drive In: To be referenced for R&R reimbursement. 15. Detached Unit: Over the counter or detached unit. 16. Non-Operative Stock: These are new parts that are found to be non-operative before installation or before vehicle leaves service distributors premises. 17. Reason for Removal: Description of failure. 18. Owner Date: Complete name and address of owner. 19. Remarks: Description of component conditions, work performed, etc. 20. Parts Replaced: Part number, description, and quantity of parts used to complete repairs. 21. Labor when Authorized by Factory: Labor time (in tenths of an hour) and flat rate operation code form Flat Rate Time Allowance Schedule (Form L-212). 22. Total Time: self explanatory. 23. Auth. Hourly Rate $: Authorized labor rate on file at Prestolite. Failure to include the labor rate may void labor reimbursement. 24. Request Part Return: Must be completed. 25. Remarks: Remarks or additional information required by factory. WHITE - ORIGINAL TO PRESTOLITE CANARY - CUSTOMER COPY PINK - ATTACH TO PART FORM L-702A (2/10) PRINTED IN USA
FIRM NAME WARRANTY CLAIM NO. PART NO. 1 3 4 PART NAME 2 COMPLETING TAG L-703 1. Part Number: Self explanatory. 2. Part Name: Self explanatory. 3. Firm Name: Warehouse Distributor or Service Distributor making claim. 4. Warranty Claim No.: From Warranty Claim Form L-702A or Form L-684B. PRESTOLITE ELECTRIC INCORPORATED FLORENCE, KY USA FORM L-703 COMPLETING FORM L-684 1. Date: Self explanatory. 2. Distributor: Name and address of Warehouse Distributor. Claims may only be submitted by an authorized Warehouse Distributor. 3. Sales No.: Sales (part) number. 4. Qty.: Self explanatory. 5. Warranty: Dates of installation and failure for each warranty unit. This section must be completed for units which have been used. 6. Reason for Replacement: Brief explanation of failure. 1 2 3 4 5 6
S U B M I S S I O N P R O C E D U R E S SERVICE DISTRIBUTORS All warranty is to be handled through your authorized Warehouse Distributor (WD) as follows: 1. Fill out Warranty Claim Form L-702A. Failure to complete the warranty form may result in rejection of the claim. 2. Fill out and attach one Warranty Claim Tag L-703 to each defective part or unit. 3. Mail white and goldenrod copies of claims to your Warehouse Distributor. Retain the pink copy for your files. Submit claims within 30 days after date of repairs. 4. Ship tagged material and canary copy of claim to your Warehouse Distributor freight prepaid. The claim will serve as the packing slips. Do not ship parts and claims directly to Prestolite. 5. Although credit will be issued as soon as possible by your Warehouse Distributor, all warranty is subject to final approval by Prestolite. You should use discretion in cases where warranty may be questionable. 6. Credit for parts will be based on invoice price to Warehouse Distribution in effect at the time the unit failed. A 20% handling allowance based on the WD invoice price will be credited for parts used in repair. Labor performed will be credited at Service Distributor s State labor rate on record at Prestolite in accordance with the Flat Rate Time Allowance Schedule. 7. On completion of servicing, each unit must be thoroughly tested regardless of the nature of the complaint. Should a unit be returned within 30 days with the same complaint, the Service Distributor is to repair the unit without charge to the customer or Prestolite. WAREHOUSE DISTRIBUTORS 1. All warranty material from your accounts is to be forwarded to you with Warranty Claim Tag L-703. 2. Warehouse Distributors which do not perform warranty service are authorized to accept defective product for replacement under warranty. Warranty Claim Report L-684B may be used if claim is for parts only (no labor). 3. For U.S. distributors: Hold piece part claims for inspection by a Prestolite representative. The Prestolite representative will inspect the material and review the warranty claims. Send whole units as soon as you get them. Submit claims within 30 days after date of repair. For Canadian distributors: Submit claims within 30 days after date of repair. Send directly to the Canadian Warehouse at: Leece-Neville Canada 1821 Albion Road, Units 12-14 Toronto, ON M9W 5W8 These will be forwarded once a month to Leece-Neville Arcade for review and payment. For U.S. distributors: If the representative approves warranty, direction for the disposal of the material will be given. The Prestolite representative may have the material returned to the factory for review and final decision. The canary and white copies of the claim must accompany the returned parts. If a warranty claim cannot wait for inspection by the Prestolite representative, forward material with canary and white copies of the claim to the following address: For U.S. distributors: Prestolite Electric Incorporated Manufacturing & OE Sales Leece-Neville Heavy Duty Systems 400 Main Street Arcade, NY 14009 Attn.: Warranty Department 4. For all distributors: Call 800-428-5061 for your RMA/RGA#. For freight charge reimbursement, list freight charges on body of form in U.S. funds. Warranty claims will be reviewed and processed for credit as quickly as possible. Credit for parts will be based on Warehouse Distributor invoice price in effect at the time the unit failed. Labor performed will be credited at the Distributor s State labor rate on record at Prestolite in accordance with Flat Rate Time Allowance Schedule. A 20% handling allowance will be credited for component parts used for repairs. Note: Prestolite reserves the right to replace parts or units in lieu of credit for the parts.
N O N - W A R R A N T Y I T E M S ITEMS NOT COVERED BY WARRANTY In an effort to assist you in determining warranty responsibility, we ve listed some of the most common reasons for warranty rejection. These are general reasons and may not apply in all instances. If your diagnosis disagrees with any of the following reasons indicate same in the space provided on the claim and submit for approval. General 1. Broken castings (end heads and pinion housings). 2. Broken or bent shafts. 3. Damage or failure caused by water, dirt or foreign matter. 4. Stuck brushes caused by dirt, rust or corrosion. 5. Oil soaked units. 6. Glazed brushes, slip rings or commutators. 7. Worn or broken brushes. 8. Armature windings thrown or raised and thrown solder. 9. Units that fail as the result of the failure of a part not internal to the Prestolite unit. 10. Complete unit replacement when cost of repairs is less than replacement price. 11. Private brand units 12. Stripped threads. 13. Dirty drives. 14. Incorrect installations. Alternators 1. Open or shorted diodes because of incorrect battery installation or open circuit operation. 2. Stuck brushes due to dirt. 3. Dirty or glazed slip rings. Motors 1. Burned armatures caused by stall operation, overcranking or low battery voltage (burn 90 deg. and/or 180 deg. apart). 2. Burned solenoids caused by stall operation, over cranking or low battery voltage. 3. Worn brushes. 4. Worn/broken or milled drives. Voltage Regulators 1. Misconnections. 2. Reverse Polarity. Warranty Claim Forms 1. When report is not completely and accurately filled out. 2. When not submitted within 60 days of fail date. MANUFACTURING & OE SALES LEECE-NEVILLE HEAVY DUTY SYSTEMS 400 Main Street Arcade, NY 14009 (585) 492-1700 Fax: (585) 492-1660 QS9000 Certified www.prestolite.com AFTERMARKET SALES LEECE-NEVILLE 7585 Empire Drive Florence,KY 41042 (800)354-0560 (859)525-8801 Fax:(800)997-6202 PP-889C, 6/10