CHAPTER 1 - DEFINITION OF TERMS

Distributer

The legal person invested by TEMSA with the right to trade
vehicles and parts in thedefined area.

Dealer

A company which is authorized by a Distributer or TEMSA for
selling vehicles and parts in thedefined area.

Market

The area for which the Distributer has been invested with the
right to trade vehicles and parts.

Claimant

Any Distributer or Dealer who receives and submits warranty
claims on vehicles and parts under this Warranty Policy.

Supplier(s)

A company which produces and delivers parts to TEMSA.

Vehicle(s)

Vehicle(s) which is/are manufactured by TEMSA.

Part(s)

TEMSA Part(s) and TEMSA Authorized Part(s) which are
manufactured and/or handled by TEMSA.

Warranty
Conditions

General conditions regulating the Warranty Process, as definition
of warranty item, period and claim reimbursement. These
conditions are determined by TEMSA.

Warranty Repair(s)

Any repair performed in accordance with the Warranty Policy.

PWAR

Prior Warranty Approval Request

VOR

Vehicle Off Road meaning a vehicle that can not be driven

PCF

Parts Compensation Factor

WHLR

Warranty Hourly Labour Rate

VAF

Vehicle Acceptance by Dealer/Service

RDA

Retail Delivery to the End Customer

CATS

Claim and Technical Support

CHAPTER 2 - INTRODUCTION
2.1 WARRANTY STATEMENT
TEMSA vehicles are manufactured from the finest materials using the latest automotive engineering
techniques and the most advanced methods of quality control to ensure trouble free usage and
satisfaction for years to come.
This manual defines and explains the Warranty Policy and Procedures to be applied to TEMSA
products by TEMSA Contractual Partners, Distributers and Dealers in order to fulfill the pledge that
TEMSA has made concerning the quality and reliability of their vehicles.
The TEMSA Warranty Policies have been formulated to ensure that owners are able to have Warranty
repairs carried out with the minimum of inconvenience and that TEMSA Contractual Partners,
Distributers and Dealers are able to recover expenses incurred in accordance with procedures
detailed in the Warranty Manual.
Responsibility for the correct implementation of the TEMSA Warranty Policies is assigned to
Distributers and TEMSA Contructal Partners who must ensure the Dealers and Authorized Repairers’
appropriate staff are fully aware of the requirements.
For ease of use, this manual is divided into individual sections by subject. From time to time sections
may be updated by TEMSA. It is important that any downloaded and printed sections are regularly
kept up-to-date by checking the latest version and updates available.
Where it is considered that market legislation or other constraints render any part of these policies
inappropriate to a specific country, full details must be fowarded to TEMSA Warranty Operations.
Warranty costs will only be reimbursed in cases of damage to parts attributable to a defect in the
material or workmanship of parts manufactured or authorized by TEMSA.

2.2 VEHICLE WARRANTY PERIOD LIMIT
Warranty coverage for TEMSA vehicle is limited by timeor by mileage.
Refer to:
Annex 1– ‘‘VEHICLE WARRANTY PERIODS’’
The warranty period starts at the date of delivery to the end user after completion of the ‘‘Retail
Delivery Advice Form ‘‘.
Warranty periods vary depending on the vehicle or part type, model and country where it was sold.

2.3 GENERAL WARRANTY PROVISIONS
All members of staff involved in any aspect of Warranty should understand the contents of the
Warranty Manual, given to customers when they purchase a new TEMSA vehicle.
The following text reflects the actual wording of the Warranty Terms and Conditions detailed in the
Warranty Manual, provided with every new TEMSA vehicle.

TEMSA GLOBAL SANAYI VE TICARET A.S (hereinafter referred to as TEMSA) warrants each new
VEHICLE to be free from faults in material and workmanship, subject to the conditions and
limitations set forth here in.

1. Warranty Period
The warranty period is limited with the years or the km/mileageof operation whichever occurs
first considered from the warranty commencement date (date of delivery to the customer)
which is mentioned in front on the Retail Delivery Advice Form.
Warranty Period starts at the time of Retail Delivery Advice Form is signed by the customer.
2. Warranty Coverage
Within the warranty period, the Authorized Dealer/Distributer of TEMSA will repair or replace
atits option, free of charge, any partor parts of the machine under warranty which are found
by TEMSA to be defective in material and/or workmanship. For some cases that are mentioned
below in article 3, Limitations of Liability, TEMSA does not take responsibility for warranty. (If
required, the parts replaced must be returned to the TEMSA factory).
3. Limitations of Liability
TEMSA shall not be liable for or in the respect of:
3.1 Components purchased by TEMSA, and installed in a vehicle, beyond or in addition to any
warranty provided to TEMSA by the manufacturer od such components.
3.2 Components covered by seperate warranty performed by after sales organization of the
component manufacturer
3.3 Repair or replacement of:
a) Any normal wearing parts,
b) Any aging or detoriation caused by foreign substances or exposure to natural elements or
c) any consumable items, such as oil, grease, refrigerant, filters, belts, bulbs etc.
3.4 Missing or over-dated Periodical Mantenance
3.5Any cost of repairs, alterationsor replacements made by, or any expenses connected there
with incurred by, anyone other than authorized Distributer/Dealer.
3.6Any warranted vehicle which has been subjected to:
1. Misuse, improper operation or misapplication, including but not limited to operation
beyond rated capacity or purpose.
2. Neglect, including but not limited to
a) Improper maintenance and
b) Use of vehicle while any parts loose, broken or out of order.
3. Acts of God.
4. Improper or unauthorized installation, adjustment, repair or alteration including but not
limited to
a) Adjustment or assembly procedurs not recommended or authorized in the operation &
maintenance manual,
b) Use of unauthorized and/or genuine parts or attachments, and
c) Unauthoirzed modification or recall.

5. Alterations
TEMSA SHALL BE LIABLE ONLY FOR REPAIR OR REPLACEMENT OF PARTS AS DESCRIBED
UNDER WARRANTY COVERAGE AND TEMSA SHALL NOT BE LIABLE, WHETHER UNDER
BREACH OF WARRANTY, NEGLIGENCE OR STRICT LIABILITY, FOR ANY OTHER INJURY,
LOSS, DAMAGE OR EXPENSES, WHETHER DIRECT OR CONSEQUENTIAL, INCLUDING BUT
NOT LIMITED TO LOSS OF USE, INCOME, PROFIT OR PRODUCTION, INCREASED COST
OF OPERATION OR DAMAGE TO MATERIAL.
TEMSE reserves the right to make alterations or modifications in the vehicles at any time,
which may improve the performance and efficiency of the vehicle in their opinion. TEMSA
shall not be obligated to make such alterations or modifications to used machines already
in service.
THE FORGOING WARRANTY IS EXCLUSIVE AND IN LIEU OF ALL OTHER WARRANTIES
INCLUDING WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR
PURPOSE, WHICH ARE EXPRESSLY DISCLAIMED, WHETHER WRITTEN OR ORAL, IMPLIED
OR EXPRESSED.
TEMSA ASSUMES NO OTHER OBLIGATION OR RESPONSIBILITY WITJ RESPECT TO THE
PRODUCTS, AND NO EMPLOYEE OR REPRESENTATIVE IS AUTHORIZED TO CHANGE OR
EXTEND THIS WARRANTY IN ANY WAY OR GRANT ANY OTHER WARRANTY.

The dealer/service must repair all warrantable failures without charge to the customer during the
new vehicle’s Warranty Period. The dealer/service cannot charge the customer for any portion of a
repair, which is covered by the TEMSA Warranty Program.

2.4 RESPONSIBILITY FOR SATISFACTORY VEHICLE PERFORMANCE
Dealers/Services are in the best position to know local conditions and to recommend proper
accesories, attachments and optional parts, which will best fulfill the customer’s needs and conform
to local government regulations and homologation requirements.
Both the distributor or dealer/services agree to and will monitor locally available accessories,
attachments and optional 3rd party parts with a view to informing TEMSA and the local customers of
any accessories, attachments and optional parts that may have a negative effect on the performance
and safety of a TEMSA vehicle as well as endanger the conditions and validity of the TEMSA
warranty.

2.5 WARRANTY ADMINISTRATION
Warranty administration of TEMSA vehicles is handled through a network of Dealers approved &
authorized by TEMSA to make warranty repairs. The warranty guidelines explained in this manual are
applicable to warranty service for all TEMSA vehicles. Distributor or Dealers approved by TEMSA are
able to make warranty repairs on all TEMSA vehicles. It is the Distributor’s and TEMSA Contructual
Partner’s responsibility to assure that sufficient and qualified personnel are employed and the
necessary conditions for the prompt and efficient execution of the warranty procedures and
documentation are created and maintained.

2.6 WARRANTY MANUAL AND BULLETINS
This Warranty Manual is essential for all warranty work and processes. It should be made available
to all staff and it should be easily available whenever the need arises. TEMSA reserves the right to
make additions and changes to the content of this manual and to supporting documentation. The
Distributors and Dealers/Services will be informed of these changes through information
bulletins.These changes are part of the Warranty Manual and should be handled as such and stored
in the appropriate way. All staff involved with Warranty should be informed of these Bulletins and it
is their obligation to read them.

2.7 WARRANTY SERVICE (MANUFACTURER’S WARRANTY)
An authorized TEMSA Service Dealer shall perform Warranty Service on all TEMSA Vehicles
regardless or whether they were the Selling Dealer or not.
The warranty provided in the ‘’Warranty Manual’’ is valid in countries where authorized TEMSA
Dealers are located, as long as periodic and/or mileage based inspections are completed as
stipulated therein.

2.8 WARRANTY STAFF
The Distributor and Dealers/Services should assign a Warranty Responsible and/or Administrator.
For qualifications, role description and equipment that will be needed, refer to:

Annex 2 –‘‘STAFF DESCRIPTIONS-WARRANTY RESPONSIBLE’’

2.9 TRAINING
All members of staff that are in service contact and dealing with warranty issues should have
received comprehensive training on all warranty aspects, including service, technical and system
training.

CHAPTER 3 - WARRANTY POLICY
3.1 INTRODUCTION
This chapter contains information on the warranty claim procedures and the warranty policy. It
specifies the guidelines, including the warranty claim forms, submission systems, retention of
documents, warranty coverage and other details concerning the warranty agreement between
TEMSA, the Distributors and Dealers / Services.

3.2 REQUIREMENTS OF WARRANTY CLAIMS
The following key points must be considered for any warranty claim report. If the warranty claim
does not provide all of this basic information, it will be considered as incmplete and therefore
rejected.

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


Failure analysis and original customer complaint
Observations made during inspection and repair
Actions undertaken and final results
Claim parts, labor and other allowable expenses, invoices

Information provided with warranty claim form is intended to assist the Dealers in submitting
warranty claims and to simplify the processing by TEMSA. Complete information should be entered
in the spaces provided.
An accurate failure analysis or additional information is of great assistance to TEMSA for correcting
and improving the quality of the product.
Photographs, clearly showing the defective area, component or part in detail can often give more
information than a long explanation.

3.3 VEHICLE WARRANTY PERIOD LIMIT
Warranty coverage for TEMSA vehicle is limited by time or by mileage.
Refer to:

Annex 1 – ‘‘VEHICLE WARRANTY PERIODS’’
The warranty period starts at the date of delivery to the end user after completion of the ‘‘Retail
Delivery Advice Form ‘‘.
Warranty periods vary depending on the vehicle or part type, model and country where it was sold.
OEM ( original equipment manufacturer ) products including but not limited to, such as engine,
transmission, tires, air conditioning or entertainment systems are warrantable by the original supplier
or manufacturer.
Refer to:

Chapter 4; Section 2– SPECIAL TRANSACTED ITEMS

3.4 BASIC WARRANTY INFORMATION
Warranty Service Claim Application shall be made and submitted to TEMSA by means of the warranty
claim, duly entered in accordance with the Warranty Claim Procedure.

3.4.1 Preparation of the Warranty Claim
One work order can include indefinite number of different failures.

3.4.2 Period of Submission
Application for warranty claim must be made to TEMSA within 14 calender days after completion of
warranty service work (Repair Date – Claimed Date =14 day). Claims made after 14 days will be
rejected.

3.4.3 Documentation or Record Retention
As proof of the Warranty Services performed, the Distributor/Dealer/Service must keep the following
records for the respective period of time indicated below. When TEMSA asks to rewiev or be sent
such records, the Distributor shall comply without delay. N case local law requires retention of these
records for more than the respective period of time stipulated below, they shall be retained
accordingly.


Memorandum of Registration sheet: 10 years

The Memorandum of Registration Sheet is an important means for verifying the propriety of
Warranty Service and can be used effectively, for example for encouraging customers to bring in
their Vehicles for periodic inspections, seasonal service campaigns, etc.


Pre-Delivery Service Sheet: 5 years

The Pre-Delivery Service Sheet is a certificate, stating that the vehicle concerned passed the regular
Pre-Delivery Service prior to its delivery to the original purchaser, and was accordingly delivered
under certified quality and performance conditions.


Evidence of Warranty Start Date: 5 years

This proof can be a copy of the customer’s Warranty and Maintenance Manual or any evidence of the
vehicle’s first time registration.


Warranty Service Work Order Sheet, Sublet Invoice and Warranty Claim Form: 7
years

These are the original documents which are submitted based on the claims for Warranty Service
work. They are also important for verifying the propriety of claims for Warranty Service work. These
documents shall be numbered for easy reference. The numbering index should make reference easy,
because TEMSA will refer to the warranty claim number when communicating with the
Distributer/Dealer/Service regarding warranty claim matters.
Upon receipt of an application for a warranty claim, TEMSA will examine and make a decision
regarding the justification of the respective claim and will inform the Distirbutor/Dealer/Service of its
decision.
TEMSA reserves the right to maket he final decision on the warranty claim settlement.
The Warranty Service cost shall be settled in the respective valid currency (e.g. US Dollar, Euro, etc.)
and shall be paid against invoice settled for the accepted claims.(It will therefore, be necessary to
pay attention to the proper unit of currency when making entries.) Variations to the payment
methods are at the discretion of TEMSA.
Remittence of the settlement shall be affected by issuing a ‘‘Credit Note’’ to the Distirbuter together
with the Warranty Settlement Report and by arranging the payment to the Distributer’s assigned
bank account. Notification and payment under this section shall be made subject to the Turkish
Government’s permission.

3.5 Suspension of Payment
TEMSA reserves the right to suspend the payment of claims in the event that the Distiributor fails to
meet the obligations as prescribed in this manual and in the case that the Distributor passes a false
report, registration or warranty application to TEMSA.

3.6 ONLINE WARRANTY SYSTEM
TEMSA will provide an on-line system ( CATS system ) for the submission and administration of all
warranty claims.
This procedure will describe the Online Warranty System, responsibilities and authorization of parties
and explain the warranty claim procedure processing & progressing of servicing dealer/services,
claim process to suppliers, reporting of failures noticed, warranty income & payments.
Online Warranty
The Distributers and all servicing and selling Dealers will:
 Enter / Retail Delivery Advice
 Process Warranty Claims
 Review conditions of warranty claims
 Inspect their warranty settlement reports and take monthly credit notes
TEMSA Warranty Department will:
 Identify a request (Claim number, Retail Delivery Advice)
 Evaluate Warranty Claims (Revise, Approve, Reject or Credit)
 Clarify Warranty Settlement Reports
 Generatemonthly reference credit notes to servicing dealer/services
Benefits:




Overseas warranty claims will be prepared, sent, evaluated, credited & reported over
one system channelwill ease processing claims and reduce time consumption
Failure Diagnosis and Vehicle History will be easy to perform and report

The Warranty System will be:
 Easy and simply operated
 Web based with user-friendly interfaces with password and user name protection
 Able to provide the export and import of datato MS Word, Excel, PowerPoint and
Access
The system should be user friendly and compatible with MS Office products for reports, warranty
claims and information import, in order to easily share information within the After Sales
Organization:

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





Button-click send & receive ability to the related recipient
Reporting Section
On-Line update option
Photo, Sketch, Video Attachment Availability
RDA and Periodical Maintenance Tracking
Claims status notification function
Reference credit note notification function

3.6.1 VEHICLE ACCEPTANCE by DEALER/SERVICE(VAF)
Vehicle Acceptance is the visual and functional inspection performed by the dealer/service while they
receive the vehicle from transport company. During the inspection Vehicle Delivery Process should be
followed.
VAF is the Vehicle Acceptance form need to be filled by dealer/service/ service when he receives the
vehicle in order to announce to TEMSA that the vehicle entered in their stocks. The dealer/service /
service is responsible to submit VAF within 14 days after receiving the vehicle. Any damage during
transportation must be stated in vehicle acceptance form to inform TEMSA; otherwise, it will not be
evaluated under warranty.
The dealer/service should enter the VIN number and click on the ‘‘New Entry’’ button to create a new
Vehicle Acceptance Form for a vehicle and click ‘‘Display’’ to display a previously created Vehicle
Acceptance Form.

3.6.1.1 New Vehicle Acceptance Form Entry
When New Vehicle Entry page opens, the dealer/service should fill date and mileage fields. In
addition, transportation protocol document should be uploaded and if any damage, failure during
transportation or discrepancy with the order exists. It should be stated in ‘‘Comments’’ area and
detail pictures of the problem should be uploaded.

3.6.1.2 Display Vehicle Acceptance Form
The appearance of a previously created Vehicle Acceptance Form can be seen in the following
picture.
Dealer is responsible of making monthly maintenance of stock vehicle and this maintenance
document should be uploaded on the system each month.

3.6.2 RETAIL DELIVERY TO THE END CUSTOMER
Retail delivery is a delivery information note that approves the vehicle is delivered to the end
customer. Retail delivery submission date must be 14 days after vehicle registry on traffic at latest.
Retail delivery registry is an important document for all parties. For TEMSA, it is the only document
approving delivery date which is the legal beginning of warranty period. For retailer, it is a part of
sales contract between client and end user. For end user, it is the protection of his rights by local
authorities.
The dealer/service should enter the VIN number and click on the ‘‘New Entry’’ button to create a new
Retail Delivery registry for a sold vehicle and click ‘‘Display’’ to display a previously created Retail
delivery registry.

3.6.2.1 New Retail Delivery Entry
When new Retail Delivery page opens, dealer/service should fill the required fields. Date and mileage
information is very significiant to determine the warranty beginning and status of the vehicle.
Besides, uploading the registration document of the vehicle is under dealer/service’s responsibility.

3.6.3 WORK ORDER
Work order is an on-line claim screen from where dealer/services/services explain the operations that
they’ve done for repair and submit these claims to TEMSA for evaluation; then follow the evaluation
status of the claims. Work order submission date must be 14 days after the repair date at latest.
The reality, correction and sufficiency of the information in the work orders have a huge importance
for both TEMSA and dealer/services/services. This not only leads to long claim evaluation period
because of time wasting communications resulting from wrong and insufficient claims; but also
postpones inspecting the main reason of the problem and finding permanent solution at factory side,
therefore, postpones taking actions on field to prevent reoccurrence of same problems. The
consistency between different work orders of the same vehicles in terms of date and mileage
information is also very significant. i.e A vehicle cannot have a smaller mileage in current work order
when compared with an elder work order of the same vehicle.
There are three types of work orders. First work order type is ‘‘Warranty’’ which is used for regular
warranty claims of the vehicles under warranty. In this type, dealer/service should fill the required
fields in detail to inform Temsa about the operation that is done. Second type is ‘‘Service Bulletin’’
work order which is used to enter application information of a service bulletin for a specific VIN. The
third work order type is ‘‘Goodwill’’ work order; a goodwill should result in customer satisfaction and
loyalty to TEMSA on a case by case basis.
The entrance of a work order screen can be seen below. From this screen, you can create a new
work order or you can search for old work orders in the system.

3.6.3.1 Create Work Order
In order to create a work order, firstly dealer/service should write VIN number and choose
appropriate work order type. The correct failure and repair date must be filled and PWAR number
(when necessary) must be written. Although a preapproval is gotten for an operation; if it is not
written here, this may lead to wrong evaluation and result as rejection of the work order by TEMSA.
After all the required fields are filled, dealer/service should click on ‘‘Create New Work Order’’ button.
Different screens will open in accordance with the work order type. In the following part, how to
create different types of work orders will be explaned in detail.

3.6.3.2 Warranty Work Order
Warranty work order is used for filing claims for all technical issues within the warranty procedures
during warranty period.
First of all, ,it should be kept in mind that one work order can include indefinite number of different
failures. One can enter more than one failure for the same VIN (if failure and repair dates and km’s
are the same). When you complete entering all the information about one failure, you can either click
‘‘Save Failure Group’’ button or ‘‘Save/Add Another Failure Group’’ button to save the current failure
and add new failure to the claim. So, a new, empty failure screen is opened.
During claim entry, for the vehicles that do not have RDA record on CATS, system will warn user if
the vehicle is registered on traffic or not. If the vehicle is already registered on traffic, then
dealer/service should enter the RDA record form in ‘‘Retail Delivery to the End Customer’’ screen.
In the figure below, a complete screen of warranty work order for one failure is seen.

3.6.3.3 Failure Definition
The second section is the explanation fields; ‘‘Customer Statement’’,‘‘Cause of Failure’’, ‘‘Remedy of
Results’’. It is so important to explain the failures with as much detail as possiblein order for Temsa
to review and evaluate claims correctly. Claims with insufficient information can be rejected and/or
may lead to time consumption during the evaluation process. Customer Statement is the explanation
of the customer complaint from customer side. Cause of Failure is the diagnosis of the root cause of
the failure by dealer/service. Remedy of Results is the explanation of the works done in order to
repair the failure.

3.6.3.4 Parts & Labours
Third section is the Parts & Labours field. In this section, you can add indefinite number of rows by
clicking ‘‘Add More Parts & Labours’’. In each row, there is a part area and labour area; you can write
the problematic part or replaced part number and the labour code, labour definition ( If no code is
available ), labour hours that belong to the repair, adjustment and replacement of that part. There
are two ways to enter part code into the system. First way is you can click on ‘‘Select from e-part list’’
button. Then E-partlist screen will be opened. On e-partlist screen, you can select Engine &
Transmission Mounting as an example. Below in the picture, there will be part codes; when you select
the part for the claim you want to submit and click on ‘‘Add to Basket (Parts)’’ button, the chosen
parts will be sent to claim basket. You can add much more parts from e-partlist.

When you finish selecting parts, you should click to ‘‘Basket’’ button and below screen will be
opened. In this screen, you can update quantity by writing quantity and clicking ‘‘update quantities’’
button, you can remove basket or to send the part into the claim, you need to click to the part and
click on the button ‘‘Send to CATS’’. Then to continue to the work order, you need to click on
‘‘Continue’’ button that will transfer you back to the work order screen.

Some labour codes are integrated with parts in e-partlist, meaning, when you select a part from epartlist, the labour code and flat rate will be automatically sent to claim with part number. However,
this information does not exist for all parts. You may need to enter labour information manually even
when you select the part from e-partlist. Second way for part information entering is that you can
write part code and quantity of the part manually in work order.