Daimler Trucks North America LLC

For questions, comments, or to submit
an inquiry, go to

WARRANTY DEPARTMENT

AccessFreightliner.com, Support,

6121 N Cutter Circle, Suite A
Portland, Oregon 97217-4090

Submit an Inquiry

Attention: Dealer Principal, Warranty Manager, Service Manager, Parts Manager, Sales Manager
Freightliner Dealers – US and Canada

 FCCC Dealers – US and Canada
Sterling Dealers – US and Canada

 Direct Warranty Customers – US and Canada
Western Star Dealers – US and Canada

 Travel Centers of America
Thomas Built Bus Dealers – US and Canada

 SelecTrucks Dealers – US and Canada
DDC Distributors


Dealer

Direct Warranty  Export
Thomas Built Bus



IMPORTANT WARRANTY INFORMATION
REF
Effective
Release

12-045
01/01/2013
12/24/2012

SUBJECT

New Vehicle Warranty and Extended Coverage Freight

 Freight

Note: This letter supersedes all previous Important Warranty Information letters regarding freight
policies.
Daimler Trucks North America LLC, together with the Joint Application Development (JAD)
Committee, is pleased to announce a new policy regarding New Vehicle Warranty and Extended
Coverage freight for Freightliner, Western Star, FCCC vehicles and Detroit engines.
Effective 01/01/2013 expedited freight will not be charged on warrantable failures occurring within
the new vehicle warranty or extended coverage limits. The program is expedited freight; it is not a
guaranteed overnight shipping program. A combination of LTL, FedEx (including FedEx ground from
facing PDC if within 1 day transit) and UPS shipping methods will be utilized to ship orders as fast as
possible, see Freight Guidelines.

 Freight
Guidelines

All warranty orders requiring shipping outside the normal stock order process must be placed as a
“Warranty” type order in Paragon. All orders using “Warranty” type will be set to “Order in Process”
status and reviewed by Parts Order Expedite (POE) at the time of order to determine the fastest
method of shipment available under this program. In some instances piggy backing the part with the
next stock order may be utilized by the PDC. Items weighing more than 120lbs, radiators, or any part
requiring shipment via pallet due to size are not eligible for air freight.
Warranty orders must be placed per vehicle. When ordering, it is required to enter the serial number
of the vehicle in the Order Reference Text field in Paragon. Serial numbers will be used to match
claims to part order requests. Do not enter more than one six digit serial number.
In circumstances where customer or repair facility opts for a faster shipping outside this program (i.e.
overnight air freight), the repair facility must order the part as “Critical” in Paragon, not Warranty.
The customer/repair facility will be responsible for all freight charges incurred. Those freight charges
will not be reimbursable under this freight program.


Claim
Requirements

Any claim not filed within the timelines stated in the warranty manual will have the freight charged
back. Any claim that is denied or charged back will also have associated freight costs charged back
to the repair facility.
The serial number listed in the Order Reference Text field in Paragon must match the serial number
used for the claim.

IMPORTANT WARRANTY INFORMATION LETTER
Verify latest version on-line: Important Warranty Information Letters are available at Accessfreightliner.com> Applications> WarrantyLit> Warranty Letters
DISCLAIMER: The information contained in this letter supersedes and supplements any related policies and procedures in the Warranty Manual and/or
previously released letters. Failure to read or distribute this letter will not exempt addressees from compliance with the information contained herein.
Important Warranty Information Letter
Copyright © Daimler Trucks North America LLC. All rights reserved.
REF # 12-045
1 of 3
Daimler Trucks North America LLC is a Daimler company.
Revised: 12/23/12

Daimler Trucks North America LLC

For questions, comments, or to submit
an inquiry, go to
AccessFreightliner.com, Support,
Submit an Inquiry

 Ineligible
Items

 Heavy /
Oversized
Items

WARRANTY DEPARTMENT
6121 N Cutter Circle, Suite A
Portland, Oregon 97217-4090

The following items are not eligible for this program as they are considered normal stocking items,
please refer to the warranty manual, section 1B for additional items not normally covered under
warranty:
• Batteries
• Fasteners, nuts, bolts
• Shop supplies
Heavy / oversized items are excluded from air freight under this program, such as:
• Engines
• Engine Blocks
• Axle Assemblies
• Transmissions
• Hoods
• Body Panels
• Frame Rails
• Any single part > 120 lbs or requiring shipment via pallet
• Parts required for significant repairs when the remaining labor time extends beyond an
additional 24 hours
If the customer or repair facility opts to air freight heavy items, order the part as “Critical” in Paragon
and customer/repair facility will be responsible for all freight charges incurred. Those freight
charges will not be reimbursable under this freight program.

 Ordering Parts
under this
Program

Check Paragon prior to placing any warranty part orders. If Paragon shows zero stock in all PDCs,
the repair facility can check for part availability from another repair facility’s stock using OE Connect.
DTNA will reimburse Dealers for genuine DTNA parts purchased from another authorized dealer:
• Dealer should immediately cancel PDC warranty order.
• Dealers will be reimbursed for the acquisition price and freight; handling costs will not
be reimbursed.
• Invoice including freight charges and Paragon screenshot showing zero stock levels in
any PDC must be attached to the claim.
• Enter part and freight Other Charges section (see examples below):
OWL

Detroit

IMPORTANT WARRANTY INFORMATION LETTER
Verify latest version on-line: Important Warranty Information Letters are available at Accessfreightliner.com> Applications> WarrantyLit> Warranty Letters
DISCLAIMER: The information contained in this letter supersedes and supplements any related policies and procedures in the Warranty Manual and/or
previously released letters. Failure to read or distribute this letter will not exempt addressees from compliance with the information contained herein.
Important Warranty Information Letter
Copyright © Daimler Trucks North America LLC. All rights reserved.
REF # 12-045
2 of 3
Daimler Trucks North America LLC is a Daimler company.
Revised: 12/23/12

Daimler Trucks North America LLC

For questions, comments, or to submit
an inquiry, go to

WARRANTY DEPARTMENT

AccessFreightliner.com, Support,

6121 N Cutter Circle, Suite A
Portland, Oregon 97217-4090

Submit an Inquiry

Example of acceptable screenshot showing “No Parts Availability at any PDC”:
(Red outlines are for illustration purposes only to show relevant elements.)

FXXX
X

FXXX
X

If Paragon shows zero stock in all PDCs and OE Connect shows zero availability from another DTNA
repair facility, continue to place the warranty part order through Paragon. The part will be drop
shipped from either the Factory or Supplier, whichever is fastest, if available.
 Stocking Levels

Repair facilities are expected to maintain the recommended parts stock level or greater. Warranty
claims and repair facility stock level ratios will be monitored on a regular basis. Repair facilities that
fall below the established recommended parts stocking level are subject to penalty.
Stock ratio calculations will not include facing PDC outages.

IMPORTANT WARRANTY INFORMATION LETTER
Verify latest version on-line: Important Warranty Information Letters are available at Accessfreightliner.com> Applications> WarrantyLit> Warranty Letters
DISCLAIMER: The information contained in this letter supersedes and supplements any related policies and procedures in the Warranty Manual and/or
previously released letters. Failure to read or distribute this letter will not exempt addressees from compliance with the information contained herein.
Important Warranty Information Letter
Copyright © Daimler Trucks North America LLC. All rights reserved.
REF # 12-045
3 of 3
Daimler Trucks North America LLC is a Daimler company.
Revised: 12/23/12