In each failure, you have to point out the main defected part, that is the root cause of the failure, by
clicking the ‘‘Main Part ‘‘ field. Type of work must also be chosen as either ‘‘Adjustment’’,
‘‘Replacement’’ or ‘‘Repair’’. If type of work is chosen as adjustment or repair, there will be no part
claim cost in work order; however if the part is replaced, the system will automatically retrieve the
part cost if the part is defined in spare part catalogue system. If the part is an undefined part in
Temsa system, the system will warn you and request to enter the part cost manually.
For labour area, you can write labour code of the work which is defined in Temsa Flat Rate
Catalogues; or, if you cannot find the labour code information, you should write labour definition. For
calculation of labour cost, you will only enter the labour hour and system will automatically calculate
the labour cost. The part and labour costs will be calculated after you click on the button ‘‘Save
Failure Group’’ or ‘‘Save/Add Another Failure Group’’.

3.6.3.5 Outsourced Work & Invoices
The fourth section is ‘‘Outsourced Work & Invoices ‘‘ section. In this section, dealer/service can write
the definition and cost of the operations that are outsourced for repair. The costs of the consumables
that are not purchased from Temsa can also be added in this field along with definition and cost
information. The reason of the outsourced operation should be explained in detail in ‘‘Remedy of
Results’’ or ‘‘Customer Comment’’ area. Invoices of these outsourced works and parts must be
attached in the ‘‘Invoices’’ field otherwise these costs will be rejected.

3.6.3.6 Comments & Pictures
The last section of a work order is ‘‘Comments & Pictures ‘‘ field. If dealer/service has any comment
or any special situation that should be mentioned, it is suitable to fill in the ‘‘Customer Comments ‘‘
field. Service/dealer/service should attach the pictures that show the failure visually and clearly if
possible. The pictures are important in order to evaluate process.

3.6.3.7 Service Bulletin Work Order
Service Bulletin work order is used for submitting modification claims to enter the application
information of a specific service bulletin for a vehicle. When ‘‘service bulletin’’ is chosen as work
order type and the failure & repair dates and km’s are filled, then ‘‘Create Work Order’’ button is
clicked, the below screen is opened. In this screen, all non-applied service bulletins for this VIN can
be seen and dealer/service just clicks on the bulletin which he wants to enter the application
information.

3.6.3.8 Goodwill Work Order
Goodwill work order type is a special application for our services/dealer/services which is an entirely
political procedure rather than a technical one and aims to maintain the customer satisfaction, loyalty
and as a result; increase vehicle sales.
Goodwill claims are subject to be evaluated case by case and should be claimed as ‘‘Goodwill’’ type of
work order on condition of filling Goodwill Application Form and providing periodical maintenance
documents via CATS. The Acceptance rates of the claims depend on the conditions of the vehicles
stated in Goodwill Application Form which should be filled out by dealer/service.
The evaluation of ‘‘Goodwill‘‘ claims is concluded with the consensus of Regional Responsible,
Warranty Responsible and Salesman of related country. Since, Goodwill is not a legally obligatory
procedure; TEMSA has right to reject the goodwill without any explanation.

Goodwill does not cover the following:
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Road assistance for more than 200 kilometers/miles
Towing for more than 200 kilometers
The parts that are not TEMSA genuine parts
Sub-contract works performed by anyone other than a TEMSA authorized dealer/service

Refer to:

Annex 3 – ‘‘GOODWILL APPLICATION FORM’’

3.6.4 SEARCH WORK ORDER
Service/dealershould click on the ‘‘Search Work Order’’ button to search work orders submietted by
himself.
'‘Search Work Order’’ screen as seen below has different search criterias. Service/dealer/service can
search work order by ;
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VIN number
work order number if a specific work order is aimed
claim filing date
work order type ( Warranty or Service Bulletin ) and
status of the work order

Statuses of the work orders can be as follows;
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First claim: Claim has already been sent to Temsa but has not been evaluated yet.
Credited: Claim has been evaluated and can be totally or partially accepted. The details can
be seen by entering into the claim and can also be followed from ‘‘Work Order Report’’
screen which is explaned in the next section.
Rejected: Claim has been completely rejected.
Revise on Dealer: Temsa rquests additional information about work order and service
should enter work order and fill the requested information which is stated in ‘‘Temsa
Comments’’ field.
Revise on Temsa: When the service provides the additional information for the work order
and click on ‘‘Send to Temsa’’ button, work order status will be ‘‘Revise on Temsa’’ which
means claim is waiting for re-evaluation on Temsa side.
Draft:Work order is to be entered by dealer/service where he left filing claims as draft

3.6.5 PRIOR TO WORK APPROVAL REQUEST (PWAR)
Prior to Work Approval Request (PWAR) is used for some predefined, specific failures which are
defined in PWAR procedure (Annex 4).For these kind of failures, dealer/service must get approval
from Temsa Regional Responsibles before repair is performed. Repair should be performed after
PWAR is approved. However, it should be taken into consideration that, preapproval does not mean
that the claim about this operation will be completely accepted under warranty. When a PWAR is
converted to work order (to a warranty claim), it will also be evaluated in terms of warranty
procedures and can completely/partially be approved.

3.6.5.1 Create PWAR
Service/dealer/service should enter VIN, mileage information and click on ‘‘Create PWAR’’ button.

PWAR screen is same as the work order screen except some additional fields. There is a ‘‘Preapproval
Operational Code’’ area which should be chosen in accordance with the Preapproval Procedure.
There also exists an ‘‘E-partlist Catalogue Group of the system’’ field which is filled automatically
when the parts that will be used or replaced are chosen from e-partlist.
The pictures must be attached as explained in PWAR procedure in order to get approval from Temsa.
Service/dealer/service should click on the ‘‘Send to RC’’ button in order to send the PWAR to Temsa's
approval. An automatic e-mail will be sent to responsible Regional Responsible when PWAR is
created. Service can also save PWAR as draft and can complete later to send to Temsa.

3.6.5.2 Search PWAR
Dealer/service can search for Preapproval requests by VIN, PWAR number or by status Approved,
Disapproved, Revise on Dealer, Revise on Temsa, Converted to Work prder, Pending, Draft). The
meaning of the statuses are:
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Pending: means not evaluated by Temsa yet
Approved:Once PWAR is approved, dealer/service can perform the operation and after
operation is performed additional information can be written in PWAR and then can click on
‘‘Convert to Work Order’’ button to convert the PWAR into a warranty claim.
Disapproved:This means that service cannot perform the operation under warranty.
Revise on Dealer:This means that RC requests additional information about PWAR and
service should enter the PWAR and fill the requested information which is stated in ‘‘Temsa
Comments’’ field.
Revise on TEMSA: If service provides the additional information of a PWAR whose status is
‘‘Revise on Dealer’’ and click on Send to RC button again, the PWAR status will be ‘‘Revise on
Temsa’’ which means waiting for re-evaluaton on Temsa side.
Converted to Work Order: This means PWAR has been converted to a warranty claim.
Draft:Work order is to be entered by dealer/service where he left filing claims as draft

3.6.6 WORK ORDER REPORT
Work Order Report is where all types of claims are stored in details and retrieved if required.
Work Orders can be searched by required criterias.
Search criterias are:
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Work order no
Bulletin number ( for service bulletin claims )
Claim date
VIN
Work order type ( Warranty, Service Bulletin )
Work order status ( First claim, Credited, Rejected, Revise on Temsa, Revise on Dealer,
Draft)
Does it have RDA?: To search claims belongs to vehicles that have or do not have RDA
record on system.
Does it have Traffic indicator?:To search claims belong to vehicles that do not have RDA
records.
Does it have PWAR?: To search claims having PWARs.

The result of the work order report can also be exported to excel file (spreadsheet) by clicking on the
‘‘Export to Excel’’ button.

3.6.7 CATS INVOICE PROCESS
CATS has been developed in order to handle invoicing process for claim evaluations via CATS. This
development will not only ease the process but also eliminate information loss between Temsa and
Services during invoice operations. It allows automatic e-mails to be sent by system and invoice
statuses can be traced on CATS.
Steps of this process are:
a) Temsa Warranty Responsibles or Regional Coordinators will create a reference invoice
number for dealer/services for claims evaluated.
b) An automatic e-mail will be sent to services to inform what kind of invoice and with what
amount they should prepare an invoice.All claims relative to that specific reference invoice
numbers can be returned by searching by reference invoice number.
c) Referring to this reference invoice, service will prepare their invoices and enter this invoice
date and invoice number information into CATS.
d) Service will send/shiporiginal invoice to Temsa.
e) Invoice statuses can be traced via CATS.

3.6.7.1 Informing Service About Reference Invoice
An automatic e-mail will be sent to service in order to inform about reference invoice and make
service prepare an original invoice. The e-mail can be seen in the figure.

3.6.7.2 Entrance of Invoice Information by Service
Services should prepare an invoice for each e-mail in accordance with the information in the e-mail.
(for the defined type of work ‘‘Warranty’’, ‘‘Service Bulletin’’ and for the defined amount in the email). The invoice amount cannot exceed and cannot be less than the amount stated in the e-mail.
After preparation of the original invoice, service should login to http://online.temsa.com and go to
invoice selection on the CATS menu.

To enter new invoice information, service can search his invoice by status ‘‘Waiting for invoice
entrance of service‘‘ or by reference number stated in the e-mail sent by online.temsa.com
If service clicks on a reference number, the work order list can be listed at the bottom of the screen.

To enter new invoice information, service can search his invoice by status ‘‘Waiting for invoice
entrance of service‘‘ or by reference number stated in the e-mail sent by online.temsa.com
The only information that service needs to fill is ‘‘Invoice No’’ and ‘‘Invoice Date’’ of the original
service invoice that corresponds to the reference invoice number of Temsa. After filling this
information, service should click on ‘‘Save’’ button.
Service should also send the hard copy of the invoice to Temsa.

3.6.7.3 Invoice Statuses of Work Orders
The invoice status of the work orders will be traced via ‘‘Work Order Report’’ screen in CATS.
The statuses on service side: There will be 4 different statuses:
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Not invoiced yet: Temsa has not requested any invoice from service yet.
Waiting for invoice entrance of service: Temsa has requested invoice from service; but
service invoice information has not been entered in to CATS by service.
Waiting for hard copy of service invoice: Service has entered original invoice
information in to CATS; but Temsa waits for the hard copy of the original invoice.
Waiting for payment: Service has sent the invoice and waiting to get paid by Temsa.
Paid: Invoice is paid by Temsa.

CHAPTER 4 - WARRANTY RULES
4.1 PRIOR TO WORK APPROVAL (PWAR) REQUESTED CLAIMS
There are some special cases that require a prior-to-work-approval by TEMSA before the warranty
repair can commence.
These cases are:
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Each repairs costing more than the amount specified by Regional Responsible in
Euros /Dollars or the equivalent in local currency. Refer to clause 3.6.5.
Main component replacements (engine,transmission and axle)
Corrosion
Paintshop failures (blistering,discoloring…)
Glass faults and failures (water leakage, misting, glaciations…)
Battery failures
All safety related failures
OEM repairs
Homologation related processes
Road side assistance services
Cosmetic and comfort faults (suspension hardness, difficult gear change…)
Performance complaints (slow acceleration, high fuel consumption, AC performance,
vibration…)
Air,water or oil leakages
Software problems
Corrections due to differences between vehicle order form and vehicle received

The ‘‘WARRANTY PWAR LIST ‘‘ has been issued to identify all cases where a PWAR is required.
TEMSA reserves the right to add or remove any items that require a PWAR.

4.2 SPECIAL TRANSACTED ITEMS
Some items and/or components are considered to be covered by the warranty of the original
manufacturer. Typical samples are engine, transmission, axles , tires, batteries, air conditioning etc.
In case, that a warrantable failure has occured on a par tor component covered by
seperatewarranty, The Dealer should contact the nearest Regional Office or Component Authorized
Dealer for the country, where the vehicle is registered.
TEMSA may act as an advisor between the end user and original manufacturer, whenever necessary.
The SPECIAL TRANSACTED ITEMS listed below are not warranted by TEMSA, but by the respective
manufacturer.
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Tires
Air conditioning equipment
DVD, Video and other audio systems (In-car entertainment systems for which a
special service procedure is established
Engine (Except TEMSA Self-Servicing countries)
Transmission
Axles
Fire supression systems
Any other non-factory fitted equipment

On request TEMSA Global will be able to inform you of the suppliers for these parts.

4.3 PRIOR TO WORK NOTIFICATION NECESSITY CASES
In cases of serious warrantable failures the Distributor or Dealer/Service must notify TEMSA in
advance of any work being done. In these cases the decision on whether and how to repair the fault
may be taken by after Sales Services Department of TEMSA.
The expenditure necessary for repair of the vehicle and defined in the Warranty Agreement has to be
used as criteria when considering whether TEMSA has to be notified in advance.
A prior notification is obligatory when a claim occurs on any of the vehicle’s main components, such
as engine, transmission, drive axles, main components and others as listed above in clause 4.2.
Additionally a PQR must be issued urgently, accompanying the claim or case notification.
Refer to:

Annex 5 –PQR FORM

4.4 INSTANCES NOT COVERED BY WARRANTY
The TEMSA warranty does not apply to the following cases even during the warranty coverage
period:
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Neglected Periodic Inspections: Repairs required as a result of neglected periodic
inspections* and service, and/or routine checks and maintenance, as specified in the
Warranty and Maintenance Manual.
* All periodic inspections should be carried out at the intervals specified.
External Work/Sub-Contract Work: Repairs performed by other than authorized TEMSA
distributers/dealer/services, or by a dealer/service, not authorized by the distiributer and any
defects resulting from such service.
Traffic accidents: Repairs required as a result of traffic accidents, abuse, or negligence
regarding the proper handling of the vehicle, as described in the Warranty & Periodical
Maintenance Booklet.
Non-Genuine Parts: TEMSA vehicles and parts are designed and manufactured meeting
high quality and safety standards. Only Genuine Temsa parts should be used when carrying
out any repairs, to ensure that the vehicle always maintains and meets these high standards.
The distributer should keep an adequate stock of parts in order to be able to meet the needs
of warranty as well as routine services. Warranty reimbursement will not be mad efor claims
where non-genuine parts have been used.
Temsa will not accept responsibility for failures caused by, or resulting from the use of nongenuine vehicle parts and service required as a result of the use of other than genuine
TEMSA parts, or use of lubricants other than those specified in the Warranty & Maintenance
Manual or otherwise approved by TEMSA.
Operation Under Unusual Conditions: Repairs required as a result of the use of the
vehicle under unusual, very hard conditions or out of its aim, in places not suitable for
vehicle traffic, or beyond the rated capacity of the vehicle.
Normal Maintenance Service: Maintenance Service ( checking, cleaning, lubrication, parts
replacement, replenishment of electrolyte, anti-freeze or coolant, adjustments, etc ) and the
TEMSA Parts or materials replaced during such service.
Normal Replacement: Decisions on warranty coverage concerning any deviations from the
expected normal replacements are to be judged by TEMSA.
Changes Under Normal Use: Any changes occuring under normal use of the Vehicle,
slight irregularities not recognized as affecting quality or function of the Vehicle or TEMSA
Parts, functional phenomena and defects appearing only under particular or irregular
operation. Typical examples of the ‘‘slight irregularities’’ not recognized as affecting quality or
function of the Vehicle or TEMSA Parts and ‘‘functional phenomena’’ are as follows;

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Modifications: Repairs required as a result of modifications to the Vehicle or to any
component/parts thereof, notrecommended or approved by TEMSA.
Defects in Equipment: Defects in equipment, devices or accessories other than those
specified and mounted on a vehicle by TEMSA, or defects resulting from the use of such
unspecified equipment, devices or accessories.
Absence of Routine Service Forms: Failure to submit required reports, such as Vehicle
Acceptance, Retail Delivery Advice Form.
Repairs required as a result of neglecting to carry out the periodical maintenances specified
in the Service’s Manual.
Missing or Improper Periodical Stock Maintenance: Repairs required as a result of
neglecting proper maintenance during long storage of vehicle before and after delivery.
Abuse or Neglect Handling: Repairs required as a result of abuse or negligent handling.
Distributor/Dealer Modified or Installed Parts: Even when the Vehicle is within the
warranty period, locally supplied parts shall not be warranted in the following instances:
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Leakage of oil or other fluids near oil seals, packing or joints, too slight to affect
a decrease in the specified amount of fluid.
Slight noise or vibration (squeak and rattle) negligibly affecting vehicle’s
operation or the functioning of its components.

Defects in locally supplied parts, caused by local parts.Local parts are warranted
by the Distributer or supplier of the parts.
Defects caused by improper assembly, maintenance, inspection, handling and
other procedures at a Distributor.
Defects due to negligence in following repair and maintenance instructions
provided by TEMSA.
Defects due to negligence in basic TEMSA parts handling or operational
procedures as mentioned in the technical material / specifications supplied by
TEMSA, based on mutual agreement.
Defects due to modifications or changes in specifications not authorized by
TEMSA.

Inadequate Storage & Insufficient Service Quality Level: Defects resulting from
inadequencies in the Distributor’s storage, absence of proper maintenance and general
service or insufficient level of quality of service work.
Acts of Nature and External Influences: Repairs necessitated by Acts of Nature
(eartquakes, floods, cyclones) and unusual incidents such as fire, vandalism, chemical
pollution and other incidents caused by human fault or negligence.
Environmental damages due to rain, salt, sea, water, wind, lightning, sun and other natural
elements during transport to the selling dealer/service and after delivery.
Damage caused by externalinfluences such as stones, falling rocks, bird lime, acid rain, hail,
sand, salt, de-icing agents.
Extra Expenses: Incidental or consequential costs such as:
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Loss of use of vehicle ( loss compensation )
Loss of time
Inconvenience
Expense for fuel
Communication expenses
Travel
Meals
Lodging
Transportation

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Loss or damage of personal property