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MACK.
To: U.S. and Canada Mack General Managers Bulletin: SNM20-001a
U.S. and Canada Mack Service Managers Date: January 29, 2020
U.S. and Canada Mack Service Technicians Valid to: — Until Further Notice
U.S. and Canada Mack Warranty Managers Replaces: SNM20-001 and SNM17-
020c
Action Required? Yes
From: Greg Holderfield — Director, Technical Support Services

Subject: Dealer Tech Support Pre-Authorization of All mDRIVE Repairs

This letter is to emphasize and clarify procedures currently in place for MDRIVE related repairs.

Where initial diagnosis determines the mDRIVE needs to be removed for final diagnosis, proceed in
accordance with CBR Solution K45673535 Mack Chassis - Automated Manual Transmission (AMT,
mDrive) Repair Strategy - Section Inspection.

Clutch components, including the CCA, are excluded from this policy and an eService case is not
required.

For dealers who identify input shaft repair is solely appropriate and they are authorized to perform
such, an eService case does not need to be submitted.

For all other situations, initiate an eService case with Dealer Tech Support prior to making any
repair decisions and report all findings.

Dealer Tech Support will provide direction on how to continue with diagnostics, repair methods and
swing unit options.

Input shaft kit repair procedure will be utilized whenever possible.

For simple AMT related repairs not requiring transmission removal, proceed without an eService
case in accordance with existing SRTs and Warranty policies.

For diagnostic time up to 4 hours, a diagnostic timesheet is not required. In cases where the
diagnostic time exceeds such, a timesheet is required for approval regardless of technician level.

To ensure full consideration and prompt payment of your claim, file the claim in accordance with the
above referenced CBR Solution and applicable Warranty policies.

Our ambition is to optimize all mDRIVE repairs and streamline warranty claim processing. We believe this
will support you to make repairs with confidence, to submit warranty claims with assurance, and above all to
increase our customers’ Uptime.

If you have any questions or need additional information, please contact your DSM or you may call the
Dealer Technical Support team at 800-888-2039.

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For internal use only. Information is subject to change at any time without notice. Any printed copy of this bulletin is an uncontrolled document.

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