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

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 15-051
Effective
Release

12/23/2015
12/23/2015

SUBJECT

Warranty Classroom Training in 2016

 Warranty
Training
Courses

DTNA is pleased to announce that the Warranty Department will resume regional classroom training
sessions in April 2016. Similar to 2015, two (2) different seminars will be offered in 2016: a New Hire
course and an Advanced Warranty Training course. Both offerings are 2-day classes and encompass the
full range of DTNA brands and products (Freightliner, Western Star, Freightliner Custom Chassis
Corporation, Thomas Built Bus, and Detroit engines, axles, and transmissions).
Warranty and Service personnel, advisors, administrators, and managers are invited to attend although
enrollment is limited to current employees of authorized DTNA locations. To promote a more in-depth
and hands-on attendee experience, DTNA will keep class sizes small but please note that each class will
require a minimum number of students to proceed.
All 2016 locations have two (2) sessions a week scheduled; however, if the scheduled classes 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. Please see the table on page 3 for 2016 courses,
locations, and dates. Enroll online via the Aftermarket Resource Center (ARC) at www.dtnaarc.com >
My Training > Available ILT Classes and look for classes named, “Warranty Training.”
Costs
There are no tuition costs for DTNA Warranty training courses.
•
•
•

 New Hire
Course

Attendees Are Responsible For:
Round-trip transportation to the class
Lodging, as necessary
Meals (breakfast and dinner)

•
•

DTNA Will Provide:
Instructional materials
Lunch during classroom sessions

DTNA’s New Hire course is an entry level seminar designed to introduce attendees to the many aspects
of DTNA warranty and develop strong best practices. It is aimed at assisting individuals who are either:
• Newly employed in a service location’s Warranty Department; or
• Employed in a position that works closely with the Warranty Department (e.g., Service Writer or
Shop Foreman)
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 warranty coverage and claim types
• Examining parts management
• Understanding vehicle registration
• Exploring recalls and field service campaigns
• Reviewing current events (e.g., recent WSC ticket/Processing/Recovery patterns, Important
Warranty Information letters, etc.)

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 # 15-051
1 of 3
Daimler Trucks North America LLC is a Daimler company.
Revised: 12/21/15

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

The New Hire course was originally designed to be held in Portland, OR, and include tours of both the
Western Star Truck Manufacturing Plant and DTNA’s Parts Return Center as well as meet the Warranty
Engineers who test returned parts. However, in 2016, the Warranty Department will modify the course
slightly so that it can be offered in other locations. When possible, the course will include a DTNA
facility tour; for example, in Cleveland, NC, the New Hire class will include a tour of the Freightliner
Truck Manufacturing Plant.
Requirements
Participants must have the following:
• No more than six (6) months as a Warranty Administrator/Manager
• Completed two (2) web-based training courses available at ARC > Departments > Warranty >
Online Warranty Link (OWL) Resources > OWL Training
o Warranty Personnel
o The 3Cs: Complaint, Cause and Correction
Registration
The New Hire class will be capped at 10 participants. Successfully registered participants will receive an
email notification that contains class information and details such as suggested lodging, transportation,
and directions.
 Advanced
Course

DTNA’s Advanced Warranty Training course examines trends across the dealership body 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. The Advanced Warranty Training class
will be offered in various locations across the U.S. and Canada. Topics include:
• Claims: discovering unclaimed dollars, achieving full payment, and increasing auto-processing
• Chargebacks: avoiding technical chargebacks, defending claims, appealing chargebacks, and
success rates for chargeback reversal
• Best practice suggestions and action plans ready for implementation
• Current events (e.g., recent WSC ticket/Processing/Recovery patterns, Important Warranty
Information letters, etc.)
Requirements
The Advanced Warranty Training course has the following requirements:
• To ensure that attendees have the requisite on-the-job experience, participants must have:
o A minimum of six (6) months of employment*
*Note: An individual who attends the New Hire course must allow three (3) months to pass before
attending an Advanced Warranty Training class.
• Advanced Warranty Training classes in the U.S. will be held at DTNA Training Centers with on-site
computer access. However, DTNA will hold Canadian sessions in hotels; attendees to any Canadian
classes are responsible for attending with a laptop for classroom use.
Registration
The Advanced Warranty Training class will be capped at 15 participants. Successfully registered
participants will receive an email notification that contains class information and details such as
suggested lodging, transportation, and directions.

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 # 15-051
2 of 3
Daimler Trucks North America LLC is a Daimler company.
Revised: 12/21/15

Daimler Trucks North America LLC

 2016
Schedule
of
Classes

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

Location
Sandman Signature Vancouver
Airport Hotel, Richmond, BC, Canada
Sandman Signature Vancouver
Airport Hotel, Richmond, BC, Canada
DTNA Northeastern Training Center,
Bridgeport, NJ
DTNA Northeastern Training Center,
Bridgeport, NJ
DTNA Midwestern Training Center,
Wood Dale, IL
DTNA Midwestern Training Center,
Wood Dale, IL
DTNA Southeastern Training Center,
Cleveland, NC
DTNA Southeastern Training Center,
Cleveland, NC
Fairfield Inn & Suites Montreal
Airport, Montreal, QC, Canada
Fairfield Inn & Suites Montreal
Airport, Montreal, QC, Canada
DTNA Western Training Center
(Corp.2), Portland, OR
DTNA Western Training Center
(Corp.2), Portland, OR
Courtyard Toronto Airport, Toronto,
ON, Canada
Courtyard Toronto Airport, Toronto,
ON, Canada
DTNA Northeastern Training Center,
Bridgeport, NJ
DTNA Northeastern Training Center,
Bridgeport, NJ
DTNA Midwestern Training Center,
Wood Dale, IL
DTNA Midwestern Training Center,
Wood Dale, IL
DTNA Western Training Center
(Corp.2), Portland, OR
DTNA Western Training Center
(Corp.2), Portland, OR
DTNA Southeastern Training Center,
Cleveland, NC
DTNA Southeastern Training Center,
Cleveland, NC

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

Course

Date

Available
Seats

Advanced

April 5-April 6

15

Advanced

April 7-April 8

15

Advanced

April 19-April 20

15

Advanced

April 21-April 22

15

Advanced

May 10-May 11

15

Advanced

May 12-May 13

15

New Hire

May 24-May 25

10

Advanced

May 26-May 27

15

New Hire

June 7-June 8

10

Advanced

June 9-June 10

15

New Hire

June 21-June 22

10

Advanced

June 23-June 24

15

Advanced

Aug. 9-Aug. 10

15

Advanced

Aug. 11-Aug. 12

15

Advanced

Aug. 23- Aug. 24

15

Advanced

Aug. 25- Aug. 26

15

Advanced

Sept. 20-Sept. 21

15

Advanced

Sept. 22-Sept. 23

15

Advanced

Oct. 18-Oct. 19

15

Advanced

Oct. 20-Oct. 21

15

New Hire

Nov. 15-Nov. 16

10

Advanced

Nov. 17-Nov. 18

15

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 # 15-051
3 of 3
Daimler Trucks North America LLC is a Daimler company.
Revised: 12/21/15