warranty repairs. Claims should reflect the amount of fluid displaced during the repair, up to the
maximum published system capaticies. If not purchased under a TEMSA part number, the cost of
these materials must be claimed using a TEMSA part number and at the dealer/service’s net cost
price. If not, the price can not exceed the TEMSA list price provided otherwise the invoice will be
rejected.
NOTE:
Warranty reimbursement will not cover claims for lubricants, fluids and selaers that exceed the stated
specification.

10.20 MILEAGE
Odometer reading when the vehicle is repaired must be noted on the warranty claim.

10.21 NON-SCHEDULED LABOR TIME
Non-scheduled labor time is only to be used where no applicable flat rate time is available. Nonscheduled labor time claimed must always be reasonable and verifiable by reference to the
technician’s report, elapsed time recorded and authorized by TEMSA where required.
The time claimed cannot exceed the elapsed time recorded on the repair order for the individual
repair.

10.22 NON-GENUINE TEMSA PARTS

Only genuine TEMSA parts and recommended products must be used for warranty repairs. If warranty
repair is delayed because the parts involved cannot be supplied within reasonable time, contact must
be made with TEMSA regional coordinator or enter PWAR via CATS.

10.23 PAINT WARRANTY
Only rectification of painted surfaces of the vehicle due to defect in material or its application is
covered by warranty but requires PWAR. The warranty period is equal to the vehicle warranty, subject
to specified conditions.

10.24 PRIOR APPROVAL
In order to improve quality of work, support on diagnosis and to ensure that all technical high level
and expensive repairs are monitored, Distributors/Dealers shall implement a prior approval procedure.

10.25 RECORD RETENTION
Auditable warranty documentation as listed must be kept 7 years after payment of the claim.

10.26 RECOVERY / TOWING CHARGES
Not claimable under the warranty terms but towing may be claimable after PWAR approved. There
may be coverage under local market roadside assisantance terms. Where applicable, details of any
such schemes will be advised separately.

10.27 REPAIR OR REPLACE ASSEMBLIES
Assemblies must be repaired, rather than being replaced, unless:
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Replacement of an assembly is more cost effective than repair. The total cost of the
repair can not exceed 75% of the assembly replacement (PWAR is required).
Part are not available from TEMSA (PWAR is required).

10.28 REPEAT REPAIRS
Dealers are responsible for the quality of their diagnosis work and workmanship during the repair.
Repeat repairs by the same dealer/service caused by insufficient warranty processes, faulty
workmanship, poor diagnosis or incorrect repair techniques must not be charged to the customer or
TEMSA.
Repeat paint repairs are never to be claimed to TEMSA.

10.29 ROAD TESTING
Vehicle road testing is regarded as service department overhead and must not be claimed.

10.30 SAFETY RELATED PARTS
If a safety related part has failed (which potentially placed people or property at risk of damage or
injury, or makes the vehşcle illegal), the TEMSA PQR procedure has to be followed.
Refer to:
Annex 5 – ‘‘PQR Form’’

10.31 SALE DATE

The sale date is the warranty start date and must correspond with the warranty start date in the
memorandum of registration in the warranty booklet. This is the date the first registered owner
receives the vehicle or when the vehicle is taken into service, which ever comes first.

10.32 SERVICE PORTFOLIO
The Warranty and Service booklets are provided with the vehicle.

10.33 STONE CHIPS / PAINT DAMAGE
Damage to paintwork caused by the impact of stones or any other object is regarded as normal wear
and tear. Rectification of this damage is not claimable under any of the Vehicle Warranties.

10.34 SUB-CONTRACTED REPAIRS – SUBLET
It is in the interest of TEMSA Distirbutors/Dealers to carry out all repair work and only sub-contract to
a specialist where absolutely necessary. It is recogized that the use of specialist sub-contructors may
be required to complete certain repairs effectively. Where sub-contract repairs necessary, the
following instructions must be adhered to:
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TEMSA Distributors/Dealers should not allow sub-contractor repair costs to exceed those that
would have been incurred if the TEMSA TEMSA Distributors/Dealers had conducted the repair
in their own workshops.
Claims for sub-contract repairs may not exceed the repairer’s net invoice value.
Genuine TEMSA parts must be used and claimed using the relevant part number.
Claims must be supported by copies of parts purchase orders, repairers invoices and, where
applicable, Vehicle Silhouettes, which must be attached to the Repair Order.
The sub-contractor must carry out the repair following the appropriate TEMSA work
instructions.
The total labor costs cannot exceed the specified labor cost allocated by TEMSA.

10.35 SUBMISSION LIMITS
The application for a warranty claim shall be made to TEMSA within two weeks after failure date.

10.36 TRACKING
See section 11.40 ‘‘Wheel Alignment’’

10.37 TIRE WARRANTY
TEMSA passes the original tire manufacturer’s warranty on to the owner. TEMSA Distributors/Dealers
should assist in the resolution of any customer concern by liaising with the tire manufacturer or their
agent.

10.38 TIRE WEAR
Contributions to tire replacement due to wear that is inconsistent with normal use can be claimed
through warranty but only if wear has resulted from a manufacturing defect of the vehicle.

10.39 WARRANTY START DATE
See Section 10.31 ‘Sale Date’

10.40 WHEEL ALIGNMENT
Wheel alignment should be checked and the vehicle must be aligned as needed after road tested
when the vehicle received by Distributors/Dealers. Necessary rectification can be claimed provided
that there is no evidence of damage, e.g. kerb impacts.

Measurement sheets before and after adjustment must be attached to the repair order.
Misalignments after the vehicle is taken into service cannot be claimed.

10.41 WHEEL BALANCING
To be checked and wheels must be balanced as needed after road tested when the vehicle received
by Distributors/Dealers. Rectification of the wheel balance connot be claimed.

CHAPTER 11 – DISTRIBUTOR &DEALER/SERVICERESPONSIBILITIES
11.1 DEALER/SERVICERESPONSIBILITIES
11.1.1 GENERAL RESPONSIBILITIES
Dealers are required to provide prompt, efficient and cost effective service for warranty repairs and to
ensure the integrity of all claims submitted to TEMSA by working according the procedures set out in
this manual. To achieve these requirements dealer/services must comply with the following:

11.1.2 DEALER/SERVICEOBLIGATIONS
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Carry out Warranty repairs
Ensure repairs are executed in accordance with the terms of the Vehicle Warranty and Paint
Surface and Corrosion (Perforation) regulations
Ensure quality of staff – employ suitably trained and motivated personnel, capable of carrying
out all technical, supervisory and administrative aspects of warranty work correctly
Ensure quality of service – consistent high quality service has to be provided by appliying
TEMSA repair processes and adequate customer handling
Ensure quality of repairs – maintain an inventory of tools and equipment as specified or
recommended by TEMSA for the completion of quality repair
Ensure only genuine TEMSA parts are used for warranty repairs
Accept responsibility for repeat repairs
Provision of Body and Paint Repairs

Dealers who do not have their own body and paint repair facility must make alternative arrangements
for rectification work to be carried out in accordance with TEMSA standards.

11.1.3 WORKSHOP PROCEDURES
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Comply with the procedures described in detail within this Manual.
Warranty and Technical Training – regular training must be provided and attended to
maintain the required standards of management, technical and administrative competence.
Records should be maintained, detailing courses attended by all service department
personnel.
Training should consider different aspects, such as
o Coverage for key staff
o New staff induction and familiarization
o Ongoing training development
o Training plans for successors

11.1.4 WARRANTY RELATED PUBLICATIONS
Ensure that all relevant staff has access to and complete understanding of the following TEMSA
publications:
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TEMSA Warranty Policy and Procedures Manual
Technical Bulletins ( Service Bulletins )
Flat Rate Manual, including:

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o Mechanical and Paint repair codes and times
o Failure Code Table
Campaign notifications (Recall Campaigns, Service Campaigns)
PDS – Storage – Battery procedures
Warranty and Maintenance Manuals
Any other warranty related communications

11.1.5 VEHICLE RECEIPT & ACCEPTANCE
The Dealer/Distributor is responsible for new vehicles being inspected for damage, missing parts,
cleanliness, etc immediately upon receipt.
Delivery (transit) damage can not be made subject of a warranty claim. Claims for rectification of
transit damage must be directed to the delivery company within the terms of the applicable delivery
agreement or marine claim process.
The damage must be recorded in the vehicle history life. Warrantable repairs are to be submitted as
Warranty claims and have to be supported by the initial claim to the transport company and their
reply thereto.

11.1.6 VEHICLE STORAGE
The Dealer is responsible for correct vehicle storage and stock maintenance. Special attention has to
be given to battery care.
Using te mandatory tool, the dealer/service must perform a ‘‘battery acceptance test’’ to confirm the
condition of the battery within one week after receipt of the vehicle.
Proof of the test result has to be kept with the vehicle file and is to be provided to TEMSA upon
request and without delay.
If necessary, the battery has to be charged with a proper charger and further battery maintenance
instructions have to be followed. Any defect or deterioration caused by impropr storage, maintenance
or handling is not the responsibility of TEMSA and as such cannot be claimed under warranty.

11.1.7 VEHICLE HANDOVER – RETAIL DELIVERY ADVICE
The dealer/service has to be ensure that TEMSA guidelines for Vehicle Handover are fullfilled as
described below. This includes recording the details in the Memorandum of Registration.
When presenting the new vehicle to the customer, it is essential that, in addition to explaining the
features and controls of the vehicle, the opportunity is taken to fully explain the warranty terms and
conditions.
In particular the following ppoint should be covered:
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Introduce the vehicle owner to the Service Manager or Service Receptionist in order to create
point of contact for service or warranty assistance.
Ensure the customer fully understands what is covered by the TEMSA warranty.
Ensure that the owner is aware of the maintenance requirements.
Ensure that the vehicle is delivered to the customer completely, without any missing part or
problem and that it has no failure.

Dealers have to inform their Distributor of the sale date of all new TEMSA vehicles.
For company or demonstration vehicles, the sale date should be the date that the vehicle is taken into
service.

The sale date must correspond with the Warranty Start Date in the RDA form. This information must
be provided to TEMSA as soon as possible. The registration information (RDA) must be entered into
TEMSA online system within 14 days by the delivery of the vehicle to the customer.

11.1.8 BATTERY CARE PROCEDURE
A mandatory battery test tool must be used when a battery warranty reimbursement is claimed. The
dealer/service must be able to prove the existence and usage of the mandatory test tool in his
workshop.
Battery condition must be checked by using the tool within one week after vehicle receipt, at
prescribed intervals during storage. The test results of all these checks must be kept together with the
vehicle file.
Failing to comply with these requirements will result in refusal or charge back of battery claims.
If proper battery checking and maintenance has been completed during storage the battery should
have remained in good condition throughout. Recharging costs will only be reimbursed if the
discharge ,s the result of vehicle systen defect, battery manufacturing or material defect.
The following points should be considered:
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Time for battery checks cannot be claimed in warranty.
Only one claim per vehicle will be accepted prior to sale, which covers recharging or
replacement as result of the ‘‘battery control form’’.
Recharging or replacement costs will only be accepted for in-service battery failures, if the
cause is due to vehicle system defect, batery manufacturing or material defect.

11.1.9 RECALL AND SERVICE CAMPAIGNS
All vehicles passing through the dealer/service’s workshop as well as unsold new and used vehicles in
stock must be checked to ensure that all necessary Recall and Service Campaigns have been
completed. No vehicle can be sold unless all recall campaigns are carried out.
Dealers should endeavor to complete outstanding Recall and Service Campaigns before the vehicle
leaves the workshop. If a vehicle from another market is presented to the dealer/service, any
applicable Recall and Service Campaigns must be undertaken as matter of priority. This work must be
completed free of charge to the customer and a warranty claim must be submitted in accordance with
the warranty claim instructions.
Parts that are dedicated for use on particular Campaigns must not be used for any other type of
repair.
Upon completion of the Recall or Service Action the dealer/service must attached TEMSA Field
Application Verification Form.
Refer to:
Annex 10: FIELD APPLICATION VERIFICATION FORM
Customers should be notified about the recall campaign by notification letter within three days TEMSA
notifies dealer/service. Dealer/service must inform TEMSA as soon as the dealer/service sends the
letters out to customers.

11.1.10 PARTS RETENTION PROCEDURE
All parts replaced under warranty must be correctly labeled with the Warranty Return Parts Tag and
stored for90 days after replacement or returned as outlined in bulletins.
All fields must be filled out in English(Annex 8- Warranty Parts Return Tag).The parts should be
properly packed, whenever possible using the original packaging of the replacement part.
Parts replaced under warranty must be stored in an orderly manner in an environment that prevents
deterioration of the parts and its packaging. The parts must be stored in a separate and secure area
to prevent re-use or theft of the parts.
It is the Dealer’s responsibility to ensure that all claimed parts are destroyed or properly disposed off
after the defined retention period expires, in order to avoid the accidental re-use of claimed parts.
NOTE:
Parts replaced during a Recall Campaign must be destroyed or rendered unusable before disposal.
Re-use, sales or reconditioning of claimed parts is strictly forbidden and TEMSA cannot be held
responsible for any injuries or damages as a result of re-using of claimed parts.
The cost of sending&shipmentofclaimed parts from the Dealer to the Distributor, as well as the cost of
retaining such claimed parts, shall be borne by the Distributor or the Delaer.

11.1.11 AUDITABLE WARRANTY DOCUMENTATION
Dealers must retain all records that substantiate warranty claims after payment of the claim by
TEMSA. These records must be kept for a minimum of three years or for as long as required by local
legislation (whichever period is longer)
Records must be systematically filed so that they are easy to locate. Records and documents to be
retained include:
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Battery test results (acceptance test, periodical test during storage and final test)
PDS check sheets,
Copy of transport document to prove identification of transport damage and/or missing parts,
Repair Orders relating to warranty claims together with diagnostic forms/printouts and any
customer written notes
Vehicle history records,
Retail and Warranty Repair Orders,
Prior approval overview and details,
Detailed accounting records of paid/debited claims
Technicians time sheets / attendance records, as used for payroll preparation. (This includes
records relating to staff that may have left the company during the relevant period.),
Records of parts issued,
Invoices and purchase orders for sub-contracted repairs or services, including hire vehicles,
together with records of payments and details of discounts obtained,
Retail repair and parts sales invoices supporting Parts Warranty claims.
Vehicle Sihouette forms and pictures for Paint Surface and Corrosion (perforation) warranty
repairs,
Evidence of any approvals given by TEMSA,
Parts purchase invoices, where specially linked to claims,
Documentation / policy details relating to any extended or used vehicle warranties sold,
New vehicle delivery documentation
Evidence of Vehicle Warranty start date,

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Warranty claim forms,
Any other documentation as periodically advised by TEMSA.

All these records must be stored in hard copy and electronic form (and backed up in accordance to a
disaster recovery process).
In the case of electronically stored data, dealer/services are responsible for ensuring that their system
provides a secure audit trail identifying any amendments made, e.g. add-on-work, during the course
of a repair or after the completion of a repair.
Only supervisory staff can make such amendments under password control.

11.2 DISTRIBUTOR/DEALER RESPONSIBILITIES
It is the distributor’s responsibility and a priority to ensure that all regulations, as described
throughout this manual and any following updates are clearly communicated to all dealer/services and
understood and obeyed by all dealer/services within its network.
Furthermore it is the distributor’s responsibility to conduct dealer/service audits (when required by
TEMSA), following the methods and instructions given by TEMSA.

11.2.1 VEHICLE STORAGE
The distributor has to ensure that TEMSA guidelines for vehicle storage and stock maintenance are
followed, as described:
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Batteries must be tested and disconnected
Vehicles must not be parked under any lighting
Vehicles must not be parked directly under trees
Parked vehicles must have adequate distances between them to ensure that they do not slide
along the adjacent vehicle
Parked vehicles must have adequate distances between them to allow the opening of the
cargo bay door without touching the adjacent vehicle

The Distributor is responsible for adequate vehicle storage and stock maintenance.
Special attention has to be given to battery care:
Using the mandatory tool, the dealer/service must perform a ‘battery acceptance test’ to confirm the
condition of the battery within one week after receipt of the vehicle.
Proof of the test result has to be kept with the vehicle file and is to be provided to TEMSA upon
request and without delay.
I necessary, the battery has to be charged with a proper charger and further battery maintenance
instructions have to be followed. Any defect or deterioration caused by improper storage,
maintenance or handling is not the responsibility of TEMSA and as such cannot be claimed through
warranty.

11.2.2 BATTERY CARE PROCEDURE
It is the distributor’s responsibility to confirm that a specific remark is included on the warranty claim
form submitted to TEMSA, and that this remark indicates that battery recharge or replacement is
required.

11.2.3 WARRANTY PRE-APPROVAL PROCEDURE
A prior approval procedure provides the opportunity to avoid unnecessary repairs and high costs and
is therefore the first step in warranty control and cost reduction. This procedure is an integral part of
warranty assessment within the distributor and shall therefore be given a high priority.

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Regional responsible should be contacted for the specified PWAR limit
Main component replacements (engine,transmission and axles)
Corrosion
Paintshop failures (blistering, discoloring)
Glass faults and failures (water leakage, misting, glaciations…)
Battery failures
All safety related failures
OEM repairs
Homogolation 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 o oil leakages
Software problems
Corrections due to differences between vehicle order form and vehicle received

Additionally, further repairs requiring prior approval may be notified separately. TEMSA may decide
that all prior approvals must be made available to TEMSA by dealer/services.
The Distributor has to keep records of all given approvals within its dealer/service network for audit
purposes.
More detailed information can be found in the ‘‘Warranty pre-approval procedure & guideline’’ which is
available from TEMSA global.

11.2.4 PRODUCT QUALITY REPORTING (PQR) PROCEDURE
In the event of an incident that may seriously affect the product quality or compromise the safety of
the TEMSA vehicle, the Distributor must prepare a Product Quality Report (PQR) and send it to TEMSA
Global Regional Responsible, depending on which TEMSA location manages his market.
The forms supplied are to be used to communicate the situation. It has to be assured that all
necessary information is provided to enable TEMSA to act correctly and promptly on the issue.
Refer to:
Annex 5 – ‘‘PQR FORM’’

11.2.5 RECALL AND SERVICE CAMPAIGN
Campaigns are issued by TEMSA to ensure the systematic and efficient rectification of design,
construction or manufacturing defects.
It is the Distributor’s responsibility to implement and follow an adequate procedure to ensure that any
Recall and Service Campaign information is made available to the Dealers without delay, and that
Dealers will cary out the campaign as instructed.
It is the responsibility of the Distributor to ensure that he is able to locate the registered owner of a
recalled vehicle. The Distributor must contact the owner, explaining the concern and urging him to
make an appointment with a TEMSA Network Partner as soon as possible, so that the necessary
checks or rectifications can be undertaken.

11.2.6 WARRANTY AUDITS
All warranty claims are subject to audit and TEMSA reserve the right to fulfill such audits.

Reimbursements are made in order to cover justifiable costs incurred by the Distributor or the Dealers
in rectifying material or manufacturing defects in accordance with the TEMSA Warranty Policy &
Procedures.
In order to maintain proper and consistent controls TEMSA delegates an appropriate level of
autonomy to the Distributors whilst monitoring performance and reserving the right to conduct audits.
Both the distributor and the dealer/services are obliged to allow free and unhindered access to all
warranty documentation.
Both the distributor and dealer/services understand and permit that any unfair claims discovered
during audits may lead to a charge back of the warranty compensation paid by TEMSA.
The Distributor and Dealers are responsible for making sure that warranty guidelines and processes
are fulfilled.

11.2.7 AUDITABLE WARRANTY DOCUMENTATION
The Distributor is responsible for ensuring that Dealers retain all records that substantiate a warranty
claim in the manner and for the periods set out in this documentation.