TECHNICAL SERVICE BULLETIN
DATE:

March 8, 2016

SERVICE BULLETIN # 475
TO:

REGIONAL SALES MANAGERS, NEW AND USED SALES
REPRESENTATIVES

FROM:

BARRY A. MITCHELL
DIRECTOR, CUSTOMER SERVICE

SUBJECT: WARRANTY PROCEDURES

This bulletin is directed to the Sales personnel at each of your locations to provide warranty
related information relevant to our branch sales force. Should you have any questions regarding
this information please contact Great Dane Customer Service at (877) 369-3493.
One of the advantages of our branch network is Great Dane’s highly skilled and knowledgeable
service and parts personnel who have our customers’ best interest at hand at all times. Warranty
issues should be directed to our branch authorized warranty service facilities to be evaluated and
presented as necessary to the Customer Service department. If the trailer or truck body is in an
area outside of our branch network footprint, attached is a listing of the other Great Dane
authorized warranty service providers.
This bulletin contains:

Warranty Procedural Information
Listing Of Customer Service Representatives and Areas of Responsibility
Warranty Schedule for Routine Warranty Items
Warranty Labor Allowances for Routine Warranty Items
Warranty Direct Supplier Contact Information
Listing of Great Dane Authorized Warranty Service Providers

Great Dane requires that the Service Manager verify that all claims are filled out in accordance
with procedures prior to the submission of each claim. The intended purpose and expected result
of the following policy is to allow Great Dane to more efficiently serve our customers needs
without delay.

We expect that each of you recognize the importance of customer satisfaction and encourage you
to use these guidelines to properly and promptly address customer concerns to both your and
Great Dane’s best advantage.
Warranty repairs of a structural nature on trailers and truck bodies or on the refrigeration system
of truck bodies should not be performed without prior approval from Great Dane Customer
Service.
The Customer Service Department in Savannah, Georgia is responsible for all trailers and truck
bodies manufactured at Great Dane Manufacturing Plants. Issues relating to Johnson Truck
Bodies require pre-approved authorization prior to repair. Any issues relating to either trailers or
truck bodies should be addressed to (877) 369-3493. Customer Service representative direct dial
numbers are also provided as an attachment to this document.
Any concerns involving the following items on Great Dane trailers should be directed to this
office and not to the plant where the trailer was manufactured.
1.

QUALITY CONTROL AT THE TIME OF DELIVERY

2.

DISCREPANCIES IN SPECIFICATIONS

3.

PRODUCT FAILURE WITHIN THE WARRANTY PERIOD TO
THE ORIGINAL PURCHASER

Reports, inquiries, or work authorizations concerning any of these items should be directed to
one of the Customer Service Representatives in their respective areas. (See attached list)
Procedures for handling all customer service/warranty related matters are as follows:
1.

Inspect the equipment where you have firsthand knowledge of the problem areas,
to allow thorough, detailed review with Customer Service.

2.

Obtain all pertinent information from the trailer VIN plate and furnish to
Customer Service prior to the time of authorization.
(Includes VIN/serial number, model number, date of manufacture and owner)

3.

In all cases contact Customer Service to receive approval prior to beginning work,
except for routine established items and allowances. You will be issued a
warranty claim number and given authorization to proceed with the repair once
labor hours are reviewed and agreed upon. Arrangements to purchase parts from
your inventory at your cost + 18% will be agreed upon where appropriate or
arrangements will be made by Customer Service to furnish the required
replacement parts.

4.

All invoices must be original face copy and include the following for each trailer
serial number. Invoices should be for one repair operation only. Failure to
furnish this information will result in return of your invoice for completion,
delaying payment.

6.

VIN/serial number
Model number
Date of manufacture
Breakdown of materials and costs
Breakdown of labor hours and rate
Customer/owner name
Warranty authorization number
Detailed work description (Three ‘C’s – Complaint, Cause & Correction)
Invoicing must be submitted to:
Customer Service/Warranty
Great Dane Trailers
P. O. Box 67
Savannah, GA 31402

All branch invoicing will be satisfied by Credit Memo through Great Dane’s Accounting
Department.
Return Material
Failed components removed from Great Dane trailers during the vendor warranty period that are
requested to be returned to Savannah for inspection must be tagged with authorization number
and trailer serial number and retained for return to Savannah (freight prepaid) unless instructed
not to do so by your Customer Service Representative, or you will be instructed to return them to
the vendor with return goods authorization number on the tag and the shipping tracking number
on the invoice. The failure to return the failed parts as instructed will result in the claim
being disallowed. Great Dane does not accept COD deliveries. Repair invoices must include
the shipping Pro#.
Great Dane reserves the right to supply replacement parts for defective material at no charge,
prepaid.
Great Dane will not be responsible for downtime, loss of use, loss of product, pick-up and
delivery or temporary repairs.
To insure that your warranty claim is promptly handled, make sure the above guidelines are
followed. Failure to adhere to these procedures again could result in the delay in processing your
claim and the possibility of it being denied.
In-Service Items
It is expected that during initial delivery, that due to the suspension and other component settling
in process, that initial factory torque values may have loosened. Great Dane recommends that
wheel and suspension mechanical fasteners be re-checked and re-torqued as required to
recommended torque values, prior to delivery or on initial in-service to the customer.
These charges are not covered by warranty.
The attached schedule for standard vendor components should be followed to assure that your
claims are processed in a timely manner, requiring no adjustment delays. These are a guide and
do not cover all components or situations. You should contact your Customer Service
Representative with any questions concerning specific claims.

Great Dane administers the Vendors’ Warranty and passes on the allowance the vendor allows,
excess charges are not covered by Great Dane and should not be included on vendor Warranty
claims. This will only delay the payment of your claim and require adjustment to your
receivables.
Warranty labor rates must be established, maintained and approved by Great
Dane. Labor rate increases without Great Dane’s written approval will not be honored.
Note: It is imperative that when invoicing that your invoice include the approved labor
rate, labor hour breakdown and a listing of parts used as well as a complete parts
description and pricing.
Several of our major component suppliers have implemented direct warranty programs allowing
for warranty issues to be addressed directly through the supplier. Below are the suppliers that
have established programs and their warranty contact information for quick reference:
Arvin Meritor/Meritor WABCO – Ontrac – (866) 668-7221
Grote –
o North America - (800) 628-0809
o Mexico & Latin America - 011 (52) 818262 4400
Hendrickson –
o E-Mail – htts@hendrickson-intl.com
o Phone – (866) RIDEAIR (743-3247)
o Facsimile – (800) 696-4416 ATTN: Warranty
o Mexico - +52 (442) 296-3600
Holland ( Holland Suspensions & Holland/Binkley Landing Gear)
o SAF Holland Warranty Claim forms can be submitted to:
o [email protected] or by facsimile at (800) 356-3929

Attached for your reference is a Warranty labor flat rate guideline which includes many of the
most routine warranty repairs.