Daimler Trucks North America LLC

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For questions, comments, or to
submit an inquiry, go to:
DTNAConnect > My Applications > WSC

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

Please distribute to:
Dealer Principal, Warranty Manager, Service Manager, Parts Manager, Sales Manager
 Thomas Built Bus Dealers
 Sales Terms (DTR)
Freightliner Dealers
Western Star Dealers
 Direct Warranty Customers
 Used Product (DTR)
Sterling Dealers
 Export
 Travel Centers of America/Petro:Lube
FCCC Dealers
 DDC Distributors

IMPORTANT WARRANTY INFORMATION
REF 17-027
Effective
Release

12/04/2017
12/04/2017

SUBJECT

Warranty Classroom Training in 2018

 Warranty
Classroom
Training

In 2018, DTNA will offer regional classroom training in the U.S. and Canada. Similar to years past,
there will be two (2) different seminars: a New Hire course and an Advanced Warranty course. Both
are 2-day classes that cover the full range of DTNA brands and products (Detroit powertrain
components, Freightliner, Freightliner Custom Chassis Corporation, Thomas Built Bus, and Western
Star).

 Course
Notes

The information below applies to both Warranty courses. See the table on page 3 for the 2018
schedule, which includes locations and dates.
Cost
•

No tuition fees

Enrollment
• Limited to current employees of authorized DTNA locations
• Capped at 20 participants
• If minimum enrollment and/or wait list thresholds are not met, DTNA reserves the right to
cancel classes
o If scheduled classes within a week are the same (e.g., both classes are the Advanced
Warranty course), the second session will not open for registration without sufficient
enrollment in the first
• Register via the Aftermarket Resource Center (ARC)
o Successfully registered participants receive an email notification containing course
information, suggested lodging, transportation, directions, etc.
Provided by DTNA
• Instructional materials
• Lunch during classroom sessions
• Internet access
Attendee Responsibility
• Completion of web-based training courses available at ARC > Departments > Warranty > Online
Warranty Link (OWL) Training > OWL Training:
o Warranty Personnel
o The 3Cs: Complaint, Cause and Correction
• Round-trip transportation to class location
• Lodging
• Meals (breakfast and dinner)
• Laptop computer
o The laptop computer requirement is a 2018 change; DTNA will no longer provide any
computers
IMPORTANT WARRANTY INFORMATION LETTER
Verify latest version online: Important Warranty Information Letters are available at DTNAConnect > Warranty Lit > 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 # 17-027
1 of 3
Daimler Trucks North America LLC is a Daimler company.
Revised: 12/1/17

Daimler Trucks North America LLC

 New Hire
Course

For questions, comments, or to
submit an inquiry, go to:
DTNAConnect > My Applications > WSC

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

The New Hire course is an entry level seminar designed to introduce attendees to the many aspects of
DTNA warranty and develop efficient day-to-day processes. It is aimed at assisting individuals who
either:
• Have no more than six (6) months employment as a Warranty Administrator/Manager; or
• Are employed in a position that works closely with the Warranty Department (e.g., Service
Writer, Shop Foreman, Master Technician, Service Manager)
Content and course materials address topics from a beginner’s perspective and include:
• Outlining service location personnel roles/link to the claim process
• Utilizing various DTNA software applications and resources
• Evaluating coverage and claim types
• Examining parts management
• Understanding vehicle registration
• Exploring recalls and field service campaigns
• Reviewing current events (e.g., Warranty Support Center ticket/Processing/Recovery patterns,
Important Warranty Information letters, etc.)
Wherever possible, the New Hire course includes on-site visits to local DTNA facilities. In Portland, OR,
the course includes tours of the Western Star Truck Manufacturing Plant, the Parts Return Center, and
meeting the Warranty Engineers who test returned parts.

 Advanced
Warranty
Course

The Advanced Warranty course examines trends across the service network and more specifically, the
locations represented by participants in class. This upper level course is designed to benefit
experienced personnel, not individuals new to a position. Topics include:
• Claims: discovering unclaimed dollars, achieving full payment, and increasing auto-processing
• Chargebacks: preventing shipping chargebacks and technical chargebacks, defending claims,
appealing chargebacks, and success rates for chargeback reversal
• Best practice suggestions and developing action plans for continuous improvement
• Current events (e.g., Warranty Support Center ticket/Processing/Recovery patterns, Important
Warranty Information letters, etc.)
To ensure that attendees have the necessary on-the-job experience to understand and apply content,
participants must have at least six (6) months employment as a Warranty Administrator/Manager.
Individuals who attend the New Hire course must allow three (3) months to pass before attending an
Advanced Warranty Training class.

IMPORTANT WARRANTY INFORMATION LETTER
Verify latest version online: Important Warranty Information Letters are available at DTNAConnect > Warranty Lit > 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 # 17-027
2 of 3
Daimler Trucks North America LLC is a Daimler company.
Revised: 12/1/17

Daimler Trucks North America LLC

For questions, comments, or to
submit an inquiry, go to:
DTNAConnect > My Applications > WSC

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

 2018 Schedule of Classes
Location

Course1

Date

DTNA Corp HQ, Portland, OR

New Hire

March 20 – March 21

DTNA Corp HQ, Portland, OR

Advanced

March 22 – March 23

DTNA Northeastern Training Center, Bridgeport, NJ

New Hire

May 8 – May 9

DTNA Northeastern Training Center, Bridgeport, NJ

Advanced

May 10 – May 11

Detroit Training Center, Detroit, MI

New Hire

May 22 – May 23

Detroit Training Center, Detroit, MI

Advanced

May 24 – May 25

Sandman Signature Vancouver Airport Hotel, Richmond, BC

Advanced

June 5 – June 6

Sandman Signature Vancouver Airport Hotel, Richmond, BC

Advanced

June 7 – June 8

Holiday Inn Montreal Airport, Montreal, QC

New Hire

June 19 – June 20

Holiday Inn Montreal Airport, Montreal, QC

Advanced

June 21 – June 22

DTNA Corp HQ, Portland, OR

Advanced

August 7 – August 8

DTNA Corp HQ, Portland, OR

Advanced

August 9 – August 10

Courtyard Toronto Airport, Toronto, ON

Advanced

August 21 – August 22

Courtyard Toronto Airport, Toronto, ON

Advanced

August 23 – August 24

DTNA Southeastern Training Center, Cleveland, NC

New Hire

October 16 – October17

DTNA Southeastern Training Center, Cleveland, NC

Advanced

October 18 – October 19

1

Each class has space for 20 participants. If the enrollment and/or wait list minimum threshold of at least six (6) people is not
met, DTNA reserves the right to cancel classes.

IMPORTANT WARRANTY INFORMATION LETTER
Verify latest version online: Important Warranty Information Letters are available at DTNAConnect > Warranty Lit > 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 # 17-027
3 of 3
Daimler Trucks North America LLC is a Daimler company.
Revised: 12/1/17