BULLETIN NUMBER:
WB18-X-001D

IMPORTANT SERVICE
INFORMATION FOR:
✓ SERVICE MANAGER
✓ SERVICE ADVISOR
✓ TECHNICIAN
✓ PARTS DEPARTMENT
✓ WARRANTY PERSONNEL

ISSUE DATE:
DECEMBER 2023
GROUP:
MISCELLANEOUS

TAL PARTS RETURN SYSTEM ANNOUNCEMENT
(POLICY & PROCEDURE)
AFFECTED VEHICLES
•

All Isuzu Commercial Vehicles

This bulletin supersedes warranty bulletin WB18-X-001C. This bulletin is being
revised to clarify large items shipping policy. Please discard previous bulletin
WB18-X-001C.
INFORMATION
This bulletin provides shipping preparation and administration instructions with regard to parts
return requests from the Isuzu Technical Assistance Line (TAL).
The TAL Parts Return Request System is used by Isuzu Commercial Truck of America, Inc.
(ICTA) to obtain vehicle parts that have been replaced by Isuzu Dealerships or Isuzu Engine
Certified Service Centers (excluding Canada) so that Isuzu may study and analyze the parts and
the reasons for their replacement. TAL may issue a part return request related to any TAL case
created by a dealer. Prompt return of these requested parts will facilitate quicker engineering
analysis and product improvement.
NOTE: We have taken steps within our systems to prevent multiple requests for the same
part from TAL and the Warranty Parts Center (WPC). On the rare occasion that this may
occur, please complete a Parts Waiver Request Form.
The Parts Waiver Request Form can be found on GoIsuzu.net in a “fillable” PDF format. To
access this form, perform the following:

•

Go to www.goisuzu.net and log in.

•
Click on the “MENU” button in the upper left-hand corner of the GoIsuzu.net main
page.
•

Click on “Service”.

•

Click on “Literature and Forms”.

•

Click on the “Warranty Parts Waiver Form” PDF icon.

•
Click on “Download” next to the PDF Icon above the Parts Waiver Request Form in
order to download the “fillable” PDF.
Complete the Parts Waiver Request Form, save it on your computer, and send it to your
DSPM as an email attachment. Your DSPM will sign the form and forward it to the WPC.
Requests

When a part (with repair order copy) is needed, the return request will be communicated through
the Isuzu Communication System (ICS) and posted in the “Warranty Parts Return Requests”
section. Refer to the sample report provided.
Part Preparation for Shipping
All parts related to a single request should be returned together. DO NOT SEND PARTS
RELATED TO MULTIPLE REQUESTS IN THE SAME BOX. The area of concern should be
clearly marked on the parts returned. Copies of the “request” and the repair order (legible copies
of both sides of the hard copy including technician notes/comments) and an Isuzu Warranty Parts
tag must be attached to each part sent to the WPC. The TAL case number pertaining to the
requested part should be highlighted. Place the folded paperwork in a plastic packing bag with
the highlighted TAL case numbers facing out. The bag containing all paperwork must be securely
attached to the appropriate part. This preparation will assist in the processing of the part and
crediting the dealership/service center for returning the part in a timely manner.
When possible, the container from the new/replacement part should be used for the return of the
failed part. However, all previous shipping labels should be removed or covered prior to re-use.
(Leaving a prior shipping label exposed can cause errors in shipping.) Be sure to use ONLY boxes
without hazardous materials labeling to return NON-hazmat parts. Parts containing or soaked by
fluids, such as oil or fuel, MUST be thoroughly drained, wiped clean and placed in an appropriate
packing container and securely packaged to prevent leakage or contamination. Transfer all caps
and plugs from the new part to the replaced part for shipping. Use only clean, dry boxes to return
parts. Boxes that have absorbed oil or other fluids should not be used to return parts.
Be sure to package parts so to avoid damage during shipping. Bubble wrap or other protective
packing material may be needed. It is important that parts arrive in the same condition they were
in when removed from the vehicle.
Parts Retention and Requests
The dealer/service center should check the Warranty Parts Return Request screen in ICS for
“parts” requests on a daily basis. This screen will identify any TAL cases with open requests.
From this screen the request details (packing list) can be viewed and printed. A copy of this
request detail (pack list) must be returned with the requested parts. Sample images are provided
below. All TAL parts return requests take priority over returning cores to the Core Return Center.
If the part return system did NOT request the part related to a TAL case, follow the normal
retention policies and procedures per the Isuzu Service Policies & Procedures (SP&P) Manual.
IMPORTANT: Do NOT return parts that were not requested. Unsolicited and/or non-Isuzu
parts returned to the WPC will become the property of Isuzu Commercial Truck of America
and may be scrapped.
Requested parts should be shipped as soon as possible. The number of days the TAL parts
return request has been open is displayed on the far right column of the “Warranty Parts Return
Requests” section in ICS. For TAL parts return requests only, the number of open days is not a
reference to the required 20 day return period, which will start once the claim is paid. Parts should
be shipped using the prepaid shipping process described in bulletin WB08-X-001J. Overnight or
2nd day delivery should NEVER be used when returning parts requested by TAL. The cost of
overnight, 2nd day or other expedited delivery methods will not be reimbursed by ICTA.
Core Reimbursement
Core credits for warranty engines and transmissions requested by TAL will be processed
automatically once the core has been received. No action is required by the Dealership. Other
core charges for parts requested by the CV Warranty Parts Return Center may be claimed against
the original warranty claim with an Add Credit claim once the warranty parts request status is
“Received”. When an engine or transmission is collected by the Isuzu Quality Center (IQC) or

TAL, upon receipt of the core, the core credit will be issued automatically back to the dealer. Do
NOT attempt to add core value for an engine or transmission to a warranty claim.
Freight Reimbursement
IMPORTANT: There will be no reimbursement for expedited freight of any kind
We are pleased to announce prepaid shipping for warranty part return requests under 150
pounds is now available in ICS. This new function will allow dealers to more easily return
any requested part to the Isuzu CV Warranty parts center at no cost to the dealer.
For packages under 150 pounds the system will generate Federal Express prepaid labels.
Follow the information provided in this bulletin to learn where to find and how to use the new
prepaid shipping function. Dealer MUST use these options when returning requested warranty
parts to Isuzu.
Dealers/service centers will not be reimbursed for freight under 150 pounds. Isuzu provides
prepaid shipping labels for all warranty parts returns under 150 pounds at no cost to the dealer.
Make sure the follow the steps provided in this bulletin to print out the prepaid shipping labels to
return requested warranty parts to Isuzu.
For freight over 150 pounds and certain oversize items, use a third-party shipping company
of your choice. These items must be shipped in the most economical way possible. Dealers may
submit a claim for freight reimbursement at the same time they create a claim to submit for their
labor time reimbursement. Expedited freight charges will NOT be reimbursed.
Labor Hours
Dealers should submit their actual time used to process TAL Part Return requests, up to a
maximum of .3 hours OLH with the original warranty claim.
IMPORTANT: For all TAL Parts Return reimbursement requests, attach a copy of the
request from ICS and the shipping invoice to the repair order.
All related documentation, including a copy of the TAL Parts Return request, must be retained for
future reference in accordance with the Isuzu SP&P Manual.

Important Isuzu CV Warranty Parts Center Information to Remember
Request Communication

ICS Warranty “Warranty Parts Return
Request”

Isuzu Warranty Parts Tag (part no.)

2-90184-220-0

CV Warranty Parts Center Shipping Address
Ship all parts to:

CV Warranty Parts Center
1600 S. Claudina Way
Anaheim, CA. 92805
TEL: 657-295-4011
FAX: 657-295-4061

ICS TAL Warranty Parts Return Request Screen-Sample

NOTE: Refer to bulletin WB08-X-001J for a detailed explanation of how to use the
ICS Warranty Parts Return Request Process.