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Service Bulletin - Process
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BA C K E D BY

SU PPORT

Powering Business Worldwide

Subject: Vehicle Vibration Analysis Process
Document Number: MDIB0038
Date: March 11 , 2013

Updated:

Issue Description:
Customer complaints of vehicle vibration concerns are often difficult to isolate and
identify root cause.
Process:
To improve the efficiency, as well as effectiveness of a vehicle repair, Eaton
recommends the Driveline Vibration Analyzer (OVA) tool when evaluating a vehicle with
a vibration complaint.
Any request for Eaton to perform OVA data acquisition or data analysis will be directed
to the OEM or Truck Vibration Technology (TVT) . To request services from TVT,
contact your local Road ranger representative or contact TVT directly. Dealer is
responsible for the payment of invoices from TVT for analyzing OVA files and
subsequent report. (See flowchart on page 4)
Contact Information for TVT:
Truck Vibration Technology
Mr. John Bair
Phone: 269-743-9372
e-mail: [email protected]
Fax: (866) 440-2213
In the event that Eaton requests assistance from TVT, services may be requested
including:
•

Road ranger field representative recommending completion of the Road range r
Vibration Diagnostics process (RRMT-0001 ) to assist with troubleshooting
vehicle vibration concerns.

•

Interviewing the driver. See "Questions to Ask and Document during Vehicle
Testing" section on page 2.

•

Testing the vehicle to recreate conditions of customer complaint and , if possible ,
have the driver present during testing.

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Service Bulletin - Process
Questions to Ask and Document During Vehicle Testing

•

Record truck make and model

•

Engine make and model

•

Transmission model

•

Clutch part number

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Axle ratio

•

Tire size

•

How many miles are on the truck?

•

When did the vibration first occur?

•

Describe the vibration:
Was it audible?
Could you feel it? Where? (seat, floor, etc.)

•

What were the driving conditions when the vibration was present? (speed, gear,
accelerating/decelerating, on a grade or flat, etc.)

•

Does the vibration occur under similar driving conditions or would it be described
as random?

•

How often is the vibration present? (number of times per day or week)

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Do you think you can re-create the vibration? If so, describe how.

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Has anyone tried to fix the vibration issue? If so, what work was performed?

Eaton Product Concern
If it is determined to be an Eaton related concern , a report will be provided from TVT
advising the dealership to contact your local Roadranger representative. Vibration
issues are handled by the Roadranger representative, so it is not necessary to call Real
Time Warranty to start a claim. The following next steps may occur:
1. The Road ranger Territory Service Manager (TSM) will submit a request to Eaton
Technical Services for review and suggested solutions.
2. Eaton Technical Services will confirm or deny vibration is due to an Eaton
product.

3. If vibration is due to an Eaton product, replacement components will be supplied
at no charge, referencing the Field Service Report created by Roadranger.
•

The replacement components provided will also include instructions to aid
in the repair and return of removed components.

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Service Bulletin - Process
•

It is highly recommended for the Roadranger representative to be present
during the repair of the vehicle.

4. A follow-up OVA analysis will need to be performed to confirm that the provided
solution was successful.
•

It is highly recommended for the Roadranger representative to be present
during the follow-up OVA.

5. The follow-up OVA files need to be sent to TVT for analysis. There will be no
charge for the follow-up analysis.
6. The removed components need to be shipped to Eaton using the provided
shipping label (US customers only).

Warranty Coverage for Eaton Confirmed Product Issues:
•

An OEM claim must be submitted which includes the Field Service Report (FSR)
number provided by the Roadranger TSM . Vibration issues are handled by the
Roadranger representative, so it is not necessary to call Real Time Warranty to
start a claim.

•

3 hours for OVA hook up, testing and removal of OVA
1.5 hours for initial hook up, testing and removal
Additional 1.5 hours to retest and confirm solution

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$300.00 fee for the OVA analysis by TVT

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Eaton will supply the no-charge replacement parts and cover OEM SRT.

•

OEM SRT labor applies for Eaton component replacement.

Non-Eaton Issues: Are the respon sibility of the OEM, compo nent supplier or the own er
of the vehicle.
The material contained in this bulletin is product improvement information. Eaton Corporation is not committed to,
FSUD: 2010-FSUD-1372
or liable for, canvassing existing products.

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Service Bulletin - Process

OEM or Dealer may have OVA
tool and ability to analyze data.

Dealer contacts OEM
Representative

YES

End

TVT works with OEM Dealer:
• To identify root cause of issue
• Billing for analyzing OVA data

Dealer contacts TVT
(269) 743-9372

Dealer contacts
Component Supplier

Dealer contacts Eaton
representative (TSM)
for support

TSM sends FSR to TVT

TSM contacts appropriate
Tech Service (PSM)
for assistance

• Clutch: PSM
• Mechanical Transmission: PSM

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