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 16-017
Effective
Release

05/01/2016
05/02/2016

SUBJECT

Updated New Vehicle Warranty and Extended Coverage Freight Policy

 Freight Policy
Update

This letter supersedes all previous Important Warranty Information (IWI) letters regarding freight
policies. Content highlighted below in yellow indicates a modification to the original freight program,
introduced in IWI letter 12-045.
In 2013, DTNA, in collaboration with the Joint Application Development (JAD) Committee,
implemented a new program for new vehicle warranty and extended coverage freight. Specifically,
the program established a process to quickly receive parts needed to complete warrantable repairs,
without incurring expedited freight charges, for failures occurring within the new vehicle warranty or
extended coverage period.
To qualify for the expedited freight program, specific requirements relating to parts ordering, freight
selection, and claim filing must be met. Since the implementation of this program, approximately
two-thirds of orders placed have NOT met the requirements of the expedited freight program. To
date, these ineligible freight charges have been absorbed by DTNA, not charged back as stated in the
2012 IWI letter.
Effective for orders placed on or after May 1, 2016, dealers will be debited the freight
charges for parts ordered under the expedited program if all requirements are not met.
Please be aware that claims filed outside the time frames provided in the DTNA Warranty Manual will
have freight charged back. In addition, any claim that is denied or charged back will also have
associated freight costs charged back to the repair facility.
Please note that the program is for expedited freight; it is not a guaranteed overnight shipping
program. A combination of less than truck load (LTL), FedEx, and UPS shipping methods will be
utilized to ship orders as fast as possible; see the Freight Selection Guidelines section below for
additional information.

 Entering
Orders in
Paragon

All warranty-related orders requiring shipping outside the normal stock order process must be placed
as a Warranty type order in Paragon. Warranty type orders must be placed per vehicle. When
ordering, the six (6) digit serial number of the vehicle must be entered in the Order Reference Text
field in Paragon. Vehicle serial numbers will be used to match claims to part order requests; the
serial number listed in the Order Reference Text field must match the truck serial number used for
the claim. Do not enter more than one (1) serial number per order. Orders placed with content other
than a six (6) digit vehicle serial number in the Order Reference Text field in Paragon will be charged
back. See the table below for examples of correct and incorrect Order Reference Text field entries.
Correct Order Reference Text Field Data
• FMxxxx
• GExxxx

Incorrect Order Reference Text Field Data
• VIN#FMxxx
• Eng. Ser#47193…
• VIN FMxxxx
• RO 12345
• Entire 16-digit VIN
• CBUS

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 # 16-017
1 of 3
Daimler Trucks North America LLC is a Daimler company.
Revised: 4/29/16

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

In circumstances when a customer or repair facility opts for faster shipping outside this program
(e.g., heavyweight 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 as those
freight charges will not be reimbursable under the expedited freight program.
 Freight
Selection
Guidelines

All Warranty type orders will set to Order in Process status and be reviewed by the Parts Order
Expedite (POE) team at the time of order to confirm the best method of shipment available under the
expedited program. An order with multiple line items may be consolidated to fill from the fewest
number of Parts Distribution Centers (PDCs); due to PDC cutoff times, this could result in a one (1)
day shipping delay. In some instances, the PDC may combine the Warranty type part with the next
stock order or include that part in a Direct Delivery Shipping (DDS) or a Rapid Referral program
shipment. Please be aware that:
• FedEx Priority Overnight orders will be changed to FedEx Standard Overnight
• LTL Carriers:
o U.S. and Canadian dealers: Requests for a specific LTL carrier will be changed to Motor
Freight
o Canadian dealers: LTL carriers selected as Collect will NOT be changed to Motor Freight
and the carrier’s bill will not be reimbursed; freight is billed directly to the dealer
o For orders filling from a PDC: Dealer’s default stock order LTL carrier will be used
o For drop ship purchase orders (POs): LTL carrier is determined based on the carrier
zones from vendor to dealer that have been established by DTNA’s Material Planning
Department
o ABF TimekeeperEXP is allowed ONLY for miscellaneous oversized/heavy parts that
require faster service but cannot ship via air
 Exception: Engines and frame rails will only ship via standard LTL carrier due to
excessive size and weight.
o If the customer or repair facility wishes to use a specific LTL carrier, order the part as
Critical in Paragon, not Warranty type. The customer or repair facility will be responsible
for all freight charges incurred; these freight charges will not be reimbursable under the
expedited freight program.

 Stock Items

Refer to the Warranty Manual > New Vehicle Warranty > Warranty Statement > Exclusions for the
complete list of items not covered under warranty and therefore, ineligible for this freight program.
The following items are not eligible for this program as they are considered normal stock items or
warranty excluded:
• Batteries
• Fasteners, nuts, bolts
• General housekeeping supplies
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.

 Heavy/
Oversized
Items

Heavy and oversized items are excluded from air freight under this program, such as:
• Engines
• Engine blocks
• Axle assemblies
• Transmissions
• Hoods
• Body Panels
• Frame Rails
• Any part that is greater than 120 lbs. or requiring shipment via pallet
• Parts required for significant repairs if the remaining repair labor time extends beyond an
additional 24 hours

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 # 16-017
2 of 3
Daimler Trucks North America LLC is a Daimler company.
Revised: 4/29/16

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

If the customer or repair facility chooses to receive a heavy/oversized item by air freight, order the
part as Critical in Paragon. The customer/repair facility will be responsible for all freight charges
incurred; these freight charges will not be reimbursable under the expedited freight program.
 Ordering
Parts From
An
Authorized
Facility in
the Network

Check Paragon prior to placing any warranty-related part orders. If Paragon indicates zero (0) stock
in all PDCs, the repair facility in need can check stock availability at other authorized repair facilities
in the service network via OEConnection. When genuine DTNA parts are located within the service
network and ordered, DTNA will reimburse for the acquisition price and freight; handling costs will
not be reimbursed.
For reimbursement, please do the following:
• If already placed, immediately cancel the PDC Warranty type order
• Enter part and freight charges in the Other Charges section of the claim
Sample OWL claim:

Sample Detroit claim:

•

An invoice displaying freight charges and a screenshot from Paragon showing zero (0) stock
levels in all PDCs must be attached to the claim
Sample Paragon screenshot showing no PDC availability:

(Red outlines are for illustration purposes in this letter to show important elements; not required on claim
attachments.)

If Paragon shows zero (0) stock in all PDCs and OEConnection shows no availability from another
DTNA repair facility, continue to place the Warranty type order through Paragon. The part will be
expedited following standard Warranty type order procedures.

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 # 16-017
3 of 3
Daimler Trucks North America LLC is a Daimler company.
Revised: 4/29/16