ASTON MARTIN CLIENT SERVICES

WARRANTY POLICY LETTER
Reference number:

WPL-30-0320

Subject:

Parts Return Requests (PRRs)

Applicable to:

All Dealers

Distribute to:

After Sales Manager
Executive Manager
Service Manager
Sales Manager

Issued: 14 March 2017

Warranty Staff
Technician(s)
Parts Staff

Dear Colleagues,
We have done a review of the procedure for parts that are removed during a warranty repair (called “displaced parts”).
The review has been done to be more effective in achieving quality and commercial objectives.
When a Warranty claim is accepted, the parts that are displaced during the repair may be marked for return to the
supplier of the parts, for investigation into the reason for the failure (the “failure mode”). A record of the Part Return
Request (PRR) is sent to the “Return Parts” file in the Warranty section of DCS (Refer to Figure 1).

Figure 1 - PRR part shown green (“SLAVE CYLINDER”)

A record of the request will also be sent to Aston Martin’s logistics partner, CV Freight (CVF).

Procedure to make a part available for collection
1.

CVF will send out a PRR notification by email. There will be one email for each PRR. Figure 2 shows the format of
the email.
If a part that is marked PRR is in your Return Parts file (but you do not receive a PRR notification in less than 8
days of the Warranty claim acceptance date), the email address that CVF has may be out-of-date. If this happens,
please send the name and email address of the person that should receive PRR notifications to:
[email protected]. AM Warranty department will update our system and the CVF system.

Figure 2

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WARRANTY POLICY LETTER
2.

WPL-30-0320

Click on the “click here” link and the form that follows will show (refer to Figure 3):

Figure 3

3.

Enter your password in the applicable field and click on “Login”. This password will have been sent to you in a
separate email. It will be changed every month. When you click “Login”, the form shown in Figure 4 below will
display.

Figure 4

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4.

WPL-30-0320

Click on “Next” to go to the return label. An example is shown in Figure 5.

Figure 5

5.

Click on ““ to print a copy of the label, then click “Finish”. The confirmation screen shown
in Figure 6 will show.

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Figure 6

6.

Click on “Close Window” to finish the process. The PRR will now have the status “Awaiting Availability”.

Note:

It is important that you complete steps 1 thru 6 as soon as you receive the PRR notification as Aston
Martin are specifying a new time limit for Dealers to make parts available for collection.

CV Freight will send an email that says:
“The latest spreadsheet listing Aston Martin Warranty PRRs to be collected from your Dealership is attached.
Would you please complete the form (tick the status column to confirm that parts are available for collection) and return
via e-mail to [email protected]”
The Dealer Collection Request file (example shown in Figure 7 below) will be attached, in less than 8 days after PRR notification.

Figure 7

When the Dealer Collection Request file is completed and emailed back to CV Freight the status of the PRR(s) will be
changed to “Available”.
When the part has been collected, it will be tested by the supplier. If the result of the investigation into the part failure is
that the part supplier is liable, we will recharge them for the cost of the Warranty claim. The terms of the supplier
contracts specify that parts that are needed for investigation/testing must be delivered in a reasonable timeframe. If this
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does not happen, the part supplier can refuse to test, and it is possible that we may not recover the cost of the Warranty
claim.
From the date of this Warranty Policy Letter:
A part marked for return on an accepted Warranty claim must be made available for collection in less than 11 working
days (from the date the PRR notification is generated).
Note:

If you do not do this, it is possible that we may attach an “Appeal” charge to the Warranty claim. This is
to compensate us because we will not be able to charge the part supplier.

Parts marked for PRR, for destruction, and parts marked for Non-Warranty Return (NWR).
We would also like to make clear the Aston Martin policy that is related to the three different statuses that are assigned to
displaced parts, after a Warranty Claim is Accepted:
• Parts marked for Priority Return Request (PRR)
• Parts marked for destruction
• Parts marked for Non-Warranty Return (NWR)
Parts marked for Priority Return Request (PRR)
A record of all displaced parts will be sent to your “Return Parts” file that is in the Warranty section of DCS classic. The
process for returning parts that are highlighted in green, through the PRR (Parts Return Request), has been described above.
Parts marked for destruction
You can dispose of parts that are highlighted in orange, after the date that is specified in the “TYPE” column.
Parts marked for Non-Warranty Return (NWR)
Some displaced parts are not needed for return to the supplier through the PRR process, but they are needed by AML for
re-manufacturing programmes. These parts will be highlighted in white, and marked for return to Aston Martin through
the Non-Warranty Return (NWR) process. AML Parts Operations will arrange collection, and if applicable, refund the
surcharge element of the Part price.
Parts that are marked “PRR” will be collected by CV Freight, or an agent appointed by CV Freight, and then shipped to
the supplier.
Parts that are marked “NWR” will be collected by an agent that is appointed by AML Parts Operations, and then shipped
to their warehouse in the UK.
All displaced parts must be retained for 28 days after the Warranty claim is Accepted or until they are collected via the
PRR or NWR process.
Please do not return displaced parts to AM Parts Operations by NWR before the Warranty claim is Accepted. These parts
may be needed for return as PRR when the claim is assessed and accepted. Parts that are returned by the wrong process
will need to be traced before they are re-manufactured. They may be diverted to the supplier for investigation into the
Failure Mode and possible cost recovery by Aston Martin. If this happens (and the part can be traced and shipped to the
supplier), an appeal charge of £100 (or equivalent in Dealer Parts Account operating currency) will be attached to the
Warranty claim as an administration fee.
If the part has already been sent to re-manufacturing, it is possible that we can attach an “Appeal” charge to the Warranty
claim to compensate AML. This is because the supplier will not be able to investigate the failure, and we will not be able
to charge them.
Thank you for your support, if you have any questions please email our warranty department at
[email protected].
Yours faithfully

Neil Morris
Warranty Supervisor.
14 March 2017

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