Daimler Truck North America

WARRANTY POLICY LETTER
No.

WP23-010

Release

07/10/2023

Effective

07/10/2023

Subject

Warranty Manual Revamp: Parts - Management and
Return Section

 Parts
Management
Project

WARRANTY DEPARTMENT

For questions, comments, or to submit an inquiry,
go to: DTNA Portal > WSC

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
FCCC Dealers
Thomas Built Buses Dealers
Western Star Dealers
Direct Warranty Customers
Export
DDC Distributors
Sales Terms (DTR)
Used Product (DTR)

In an effort to ease and streamline processes, the DTNA Warranty Department has been
collaborating with multiple business units on several parts management initiatives. The project
team has also been working with the Joint Application Development (JAD) Committee to get
policy feedback.
One initiative focused on the DTNA Warranty Manual. Policies and procedures in the Handling
and Shipping of Failed Material section were reviewed for applicability, clarity, OWL functionality,
repetition, and tone. As a result, the entire section was overhauled. The changes described in
this letter go into effect on July 10, 2023.

 Policy Change

Part dispositions identify how to manage parts and are generally based on the primary failed part
(PFP). Under the existing policy, service locations needed to retain all parts until either a claim
has been paid or an OWL report provides the disposition. However, OWL functionality now
supports determining the disposition up front for factory-installed and aftermarket parts, which
enables service locations to take immediate action:
• Stage parts with a Return disposition (all parts or PFP only) for shipping and warrantyrelated inspection
• For parts with other dispositions, handle according to internal procedures (i.e., core
return or disposal)

 Warranty Manual
Revisions

With revamped content, the old Handling and Shipping of Failed Material section has become the
Parts – Management and Return section.
• Information is organized to resemble a part’s possible path (i.e., disposition, labeling,
packing, shipping, tracking, administrative time, inspection, etc.)
• Since OWL contains the information needed for shipping (e.g., addresses, account
numbers, carriers, carrier codes, instructions, etc.), that content was removed
• For consistency and alignment to the newly revised section, a couple other areas of the
manual were also updated
See page 2 of this letter for more detailed information by subsection. Access the Warranty
Manual at DTNA Portal > Warranty Literature > Manual.
Service locations are encouraged to share the contents of this letter internally and evaluate parts
management practices. DTNA’s project work is ongoing so additional Warranty letters may be
released.

Warranty Policy Letters are available online for 6 months after effective date at DTNA Portal > Warranty Literature > Letters.
Note: The information contained in this letter becomes effective on the date noted above and reflects pending changes to the DTNA Warranty Manual with
respect to the subject matter of this letter. Please refer to the DTNA Portal website for the most recent version of the Warranty Manual.
Warranty Policy Letter
Copyright © Daimler Truck North America LLC. All rights reserved.
No.: WP23-010
1 of 2
Daimler Truck North America LLC is a Daimler Truck company.
Revised: 6/27/23

For questions, comments, or to submit an inquiry,
go to: DTNA Portal > WSC

Daimler Truck North America

Old Title

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

Parts – Management and Return > Subsections
Revision

Parts Retention Requirements
Parts Tagging
Parts-Related Reports
Parts Tracking Requirements
Service Location Request for Return of
Denied Material
Special Return Requests

Shipping Failed Parts

Authorized Freight Carriers and
Procedures
Powertrain Components – Shipping to a
Detroit Reman Consolidation Center
Vehicle Parts – Shipping to a DTNA
Consolidation Center
Vehicle Parts – Shipping Directly to
Suppliers: All Makes Except Detroit
Vehicle Parts – Carrier Codes: All Makes
Except Detroit

• Renamed to Part Dispositions
• Added table with disposition definitions and staging guidelines
• Removed outdated/contradictory information
• Renamed to Labeling Parts and moved below Parts-Related Reports
• Removed repetitive content
Added core indicator note to Scrap Part Report information
Renamed to Parts Tracking and moved toward the end of the section
Renamed to Dispositions After Warranty Inspection and moved to the end of
the section
Moved toward the end of the section
Removed repetitive content and split most topics into new standalone
numbered subsections:
• Parts Containing Liquids (separated by air conditioning compressors and
parts that must be drained)
• Packing Parts (includes engine instructions)
• Preparing Shipments (separated into vehicle, powertrain, and a new Parts
With Core Value subsection)
• Parts Return Administrative Time (moved toward the end of the section)
• No Part to Return or Labor Only Claims (moved toward the end of the
section)
Removed, content focused penalties rather than policy
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Kept Detroit-specific shipping content but moved to new Parts with Core
Value subsection
Removed content that is either repetitive or available in OWL
Shortened to Shipping to a DTNA Consolidation Center
Removed content that is either repetitive or available in OWL
Kept core-related statement but moved to new Parts with Core Value
subsection
Removed other content, available in OWL

Removed, content available in OWL
Other Sections

Title
Claim Preparation, Transmission, and
Reimbursement > Claim Chargeback

Revision
•
•

Removed repetitive content about 23-day parts tracking entry and
revised remaining verbiage
Removed repetitive content about Scrap Part Report

Warranty Policy Letters are available online for 6 months after effective date at DTNA Portal > Warranty Literature > Letters.
Note: The information contained in this letter becomes effective on the date noted above and reflects pending changes to the DTNA Warranty Manual with
respect to the subject matter of this letter. Please refer to the DTNA Portal website for the most recent version of the Warranty Manual.
Warranty Policy Letter
Copyright © Daimler Truck North America LLC. All rights reserved.
No.: WP23-010
2 of 2
Daimler Truck North America LLC is a Daimler Truck company.
Revised: 6/27/23