Daimler Trucks North America

WARRANTY POLICY LETTER
No.

WARRANTY DEPARTMENT

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

WP20-006

Release

04/20/2020

Effective

04/27/2020

Subject

Handling for Authorized Service Location Part
Transfers

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

Please distribute to:
Dealer Principal, Warranty Manager, Service
Manager, Parts Manager, Sales Manager

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Freightliner Dealers
Western Star Dealers
FCCC Dealers
Thomas Built Bus Dealers
Direct Warranty Customers
Export
DDC Distributors
Sales Terms (DTR)
Used Product (DTR)
Travel Centers of America/Petro:Lube

 Handling Policy
Change

To promote 24-hour throughput and maximum efficiency, DTNA is adjusting multiple handling
policies:
• Launching a new handling allowance for parts ordered from another Authorized Service
Location because the facing Part Distribution Center (PDC) is out of stock
• Retiring Detroit’s Customer First Program

 Guidelines

Effective for claims filed on or after April 27, 2020, part price, freight, and a 14% premium
handling allowance may be available if a service location requires a part for a warrantable repair
that is not at the facing PDC but is at a nearby Authorized Service Location. If Paragon indicates
zero (0) stock at the facing PDC, the repair facility in need can use RIMpro to check stock
availability at other Authorized Service Locations. To qualify for reimbursement:
• Part must not exceed $3,500 USD
o Applies to new or remanufactured genuine parts for DTNA vehicles
• Repairs should start the same day, or as soon as possible, to achieve 24-hour
throughput
• Applies to transactions between Authorized Service Locations that are not part of the
same dealer/distributor family

 Filing Claims

When filing the claim for reimbursement:
• Claim type must be Warranty, Extended Coverage, or Replacement Part
• Include an explanation of why the part was not in stock in the Repair Details field
• Provide part number, handling, and freight charges (if applicable)
• Add part and handling on the Parts tab
o Enter the part as a Standard part type; regular handling calculates automatically
o Enter the 14% premium as an Other part type. In the Part Description field, type 14%
Handling, calculate 14% on the part’s system price (PDC net price), and enter that
amount into the Part Price Claimed field.
• Keep a screenshot from Paragon showing zero (0) stock at the facing PDC on file, which
must be available upon request
o Screenshot must show the date it was taken and match the repair order date

 Paragon Orders

If RIMpro was used to acquire the part but a Warranty type order was already placed in Paragon,
cancel the PDC order. If RIMpro shows no availability from a nearby Authorized Service Location,
continue to place the Warranty type order through Paragon. The part will be expedited following
standard Warranty type order procedures.

WARRANTY POLICY LETTER
Verify latest version online; access Warranty Policy Letters at DTNAConnect > Warranty Lit > Warranty Letters for 6 months after effective date.
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.
Warranty Policy Letter
Copyright © Daimler Trucks North America LLC. All rights reserved.
No.: WP20-006
1 of 2
Daimler Trucks North America LLC is a Daimler company.
Revised: 4/17/20

Daimler Trucks North America
 Warranty Manual
Revision

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 General Policies section of the Warranty Manual will be revised:
• Parts – Handling Allowance
o Authorized Service Location Part Transfers – new row in the handling table and new
subsection added
o Detroit Customer First Program removed
• Parts – Freight Charges > Ordering Parts from an Authorized Facility in the Network
o Subsection title modified to: Ordering Parts From an Authorized Service Location
o RIMpro reference added
o OEConnection-related content removed
Access the Warranty Manual at DTNAConnect > Warranty Lit > Other Warranty Documents >
Manual.

WARRANTY POLICY LETTER
Verify latest version online; access Warranty Policy Letters at DTNAConnect > Warranty Lit > Warranty Letters for 6 months after effective date.
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.
Warranty Policy Letter
Copyright © Daimler Trucks North America LLC. All rights reserved.
No.: WP20-006
2 of 2
Daimler Trucks North America LLC is a Daimler company.
Revised: 4/17/20