Cummins Warranty Manual

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Manual Introduction

Section 1

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Introduction Manual Introduction

Introduction

Section Description

This manual supersedes Cummins Power Generation Warranty Policy Manuals PM100A, PM

200E, PM300B, PM 700, F-1117 5/99, F-1117 03/02, and F-1117 03/04.

This section of the manual explains the following: • How to maintain a list of changes to the manual • The titles and descriptions of the manual sections

• The definition of the Cummins Power Generation warranty • The philosophy behind the Cummins Power Generation warranty

Purpose

The purpose of this manual is to provide Cummins Power Generation distributors and dealers a comprehensive set of instructions for use in the administration of Cummins Power Generation warranty coverage programs. The contents of this manual are based on information in effect at the time of publication approval and are subject to change without notice.

The warranty manual posted on the warranty website (wwwi.onan.com/cummins05.cummins.com) is the most current version and should be referenced as such.

See Legal Descriptions appendice, for the legally binding statements that govern warranty coverage and limitations.

Key

• Table of Contents - The table of contents at the beginning of this manual is a summary of all the information contained in each of the sections. Each section in the manual begins with its own table of contents. It lists all of the major topics covered in that section and the page number where the information can be found.

• Symbols - The hand symbol

☛

denotes information that does NOT apply to dealers. • Key words – These are printed in bold to highlight the subject of the sentence or paragraph.

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Maintain List of Changes Manual Introduction

Maintain List of Changes

The original printing date of this manual is July 2007. Major changes to sections will be provided and the effective change date printed on the new pages. Minor changes should be hand written or “cut and pasted” in the appropriate area. It is your responsibility to keep this manual current. Maintain a list of changes in the table below.

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Manual Sections

1. Section 1 – Manual Introduction - Explains Cummins Power Generation’s warranty philosophy and the layout of the manual and how it should be used.

2. Section 2 – Warranty Literature – Includes information on how to order warranty forms and SRT manuals for consumer products.

3. Section 3 – Administrative Procedures - Outlines information and procedures that are to be followed in the administration of all Cummins Power Generation warranty and extended warranty programs.

4. Section 4 – Warranty Claims and Registration System - Explains the purpose and use of the warranty system and process for registration of extended warranty including sample screens. 5. Section 5 – Commercial Generator Sets - Warranty coverage information for Cummins

Power Generation Commercial generator sets.

6. Section 6 – Commercial Transfer Switches and Switchgear - Warranty coverage

information for Cummins Power Generation Commercial transfer switches and switchgear. 7. Section 7 – Consumer Business Products - Warranty coverage information for Cummins

Onan- Cummins Power Generation Consumer products.

8. Section 8 – Overlapping Coverages - Warranty coverage information for other manufacturers’ components used in Cummins Power Generation products.

9. Section 9 – New Parts Warranty - Warranty coverage information for new Cummins Power Generation parts.

10. Section 10 – Other Programs - Outlines miscellaneous programs for Cummins Power Generation products.

11. Section 11 – Claim Codes - When filing claims with Cummins Power Generation, several codes are needed to identify where the claim is to be sent, applicable program, type of failure, etc. This section is designed to give the user a quick and easy reference to these codes. 12. Section 12 – Warranty Adjustment Form - This section walks the user through the

Cummins Power Generation claim form step by step, explaining what information is required. A template for electronic claim filing is included at the end of this section.

13. Section 13 – Glossary - Defines words and phrases found in this manual. 14. Appendices – Legal Descriptions and Forms

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Warranty Definition Manual Introduction

Warranty Definition

The Cummins Power Generation Express Written Limited Warranty supplied with each product is the only warranty from Cummins Power Generation applicable to that product. There are no

other warranties, express or implied, including warranties of merchantability or fitness for a particular purpose. Where implied warranties cannot be disclaimed, their coverage and duration

are the same as the product’s expressed warranty. Under no circumstances will Cummins

Power Generation be liable for special, consequential, or incidental damages.

International legal restrictions to this manual may apply. Please contact your international regional office for guidelines and clarification.

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Warranty Philosophy

Cummins Power Generation provides the best warranty and extended warranty plan in the industry. As an authorized warranty repair location, you play a vital role in the delivery of these programs to our customers. We must work together to meet or exceed customer expectations.

Customers expect Cummins Power Generation and its authorized warranty locations to 1. Stand behind Cummins Power Generation products;

2. Repair all failures that are a result of defects in material or factory workmanship by Cummins Power Generation, or arrange for OEM warranty service if component is from another manufacturer; 3. Provide the benefit of the coverage immediately;

4. Treat all customers fairly and consistently.

As an authorized warranty location, Cummins Power Generation has delegated the authority to you to administer our warranty and extended warranty programs according to the administrative procedures included in this manual. The principles behind these procedures are the following:

• Cummins Power Generation expects high quality repairs to be made to its products, but without over- or under-repair.

• Cummins Power Generation pays to fix all warrantable or covered failures that are the result of defects in material or factory workmanship.

• Cummins Power Generation does not pay for failures that result from customer abuse or neglect. The service location must make sure that the customer understands the corrective action required to avoid future failures resulting from abuse or neglect.

Cummins Power Generation delegates this authority only to those locations that administer warranty and extended warranty programs according to these principles and procedures.

Cummins Power Generation thanks you for your service to our mutual customers.

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Warranty Literature

Section 2

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Introduction

Distributors

Distributors may order literature, forms, labels and SRT manuals via

http://www.western-graphics.com/Cummins.html. If you need assistance contact Western Graphics Customer Service at 1-800-667-7616. Literature orders will be delivered to your location within seven business days. Orders will include a $7.50 handling charge. Please contact Sir Speedy to order material return tags at 763-571-4608.

Dealers

Dealers order all literature, forms, labels, tags, and SRT (Standard Repair Time) manuals from your Cummins Power Generation distributor.

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Warranty Literature

Most Often Requested Part Numbers

Part # Description

F-1111 Tags – Warranty, Material Return (Sir Speedy)

F-1115 Manual – Fail Codes – Web Site Only F-1117 05/03 Manual – Warranty Administration F-1121A _{Mobile Products Registration form}

_*

B23A065 Commercial/Industrial Products

Registration form

*

23A078 _{Labor Rate Analysis}

_*

23A079 Label – Warranty Parts Return 23A015 _{Claim form}

_*

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Consignment Order Process

Standard Repair Time Manuals (SRT)

Currently there are limited SRT’s for Commercial products. Use 99-999 for labor and administrative time and 99-990 for travel for those Commercial products that don’t have SRT’s.

Manual

Number Marketing Name Model(s) SRT Family

900-0601B Performer

P216, P218, P220, P224, P228

Horizontal & Vertical AA

900-0602 Elite

E125, #140

Horizontal & Vertical AB

900-0603 Emerald BGE, NHE AC

900-0604 Marquis BGM, NHM AD 900-0605B KV Microlite KV AE 900-0606B KY Microlite KY AF 900-0607 Commercial BGD, NHD AG 900-0608 Aux DKX AL 900-0609 DKC, DKD DKC, DKD AH 900-0610 MDKC, MDKD MDKC, MDKD AI 900-0611 Rocket HDKAG/L/R/Q AJ 900-0612 MDKAD/AE/AF MDKAD/AE/AF AN 900-0613 MCCK & Ensign MCCK, MCE AM 900-0614 MDKUB, MDKWB MDKUB, MDKWB AP 900-0615B Small Quiet Diesel HDKAJ/AK AK 900-0616B KVC Microlite KVC AS 900-0617B Emerald Advantage Marquis Gold Marquis Platinum HGJAA HGJAB HGJAC HGJAE/AF AR

900-0618 Large Quiet Diesel HDCAA/AB/AC/AD AT 900-0619 Performer OHV OHV220 AU 900-0620 Marine e-QD MDKAU AW

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900-0621 Ranger/CMQD HDKBA/BB/CA/CB/CC/CD BJ 900-0622 GHAB GHAB BW 900-0623 MGKBC/D MGKBC/D BU 900-0624 MDKAV/W/Z MDKBG/K/L/M/N MDKAV/W/Z MDKBG/K/L/M/N BV 900-0625 MDKBD/E/F/P/R/S MDKBD/E/F/P/R/S BT 900-0626 MDKAA/B/L MDKAA/B/L BS *9-2003 Low Range Diesel DNAC, DNAD, DNAE, DNAF BF *9-2003 Low Range Diesel GGDB, GGFD, GGFE, GGHE,

GGHF, GGHG, GGHH, GGKB, GGKC, GGKD BE *10-2003 Bypass Isolation Transfer Switch BTPC 150 to 3000 AMP BA *10-2003 Automatic Transfer Switch LC 80 to 500 AMP LT III 30 to 260 AMP BC

*10-2003 Transfer Switch OTPC 40 to 3000 AMP BG *10-2003 Automatic Transfer

Panel

RST 60 to 200 AMP BB *2-2004 Low Range Gasoline GNAA, GNAB, GNAC BH *9-2003 Mid Range Diesel DGBB, DGBC, DGCA, DGCB,

DGDA, DGDB, DGDK, DGEA, DGFA, DGFB, DGFC, DGGD, DGHD

BD

*These SRT Manuals are available On-Line ONLY.

Go to wwwi.onan.com/warranty/SRTs for intranet users or

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Consignment Order Process

Administrative Procedures

Section 3

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Introduction

Section Description

This section of the manual outlines a set of administrative procedures for repair work claimed under Cummins Power Generation. These procedures are to be followed when performing repairs that are claimable under any Cummins Power Generation coverage program (warranty, extended warranty, etc.).

This section of the manual is organized into the following categories: • General Administrative Information

• Freight Damage and Shortages • Responsibilities

− Installation, start-up and maintenance − Authorized repair locations

− Customer

− Distributor, for dealer repairs

− Other • Parts • Labor • Travel • Other Claimables • Overlapping Coverages • Material Returns • Product Exchanges • Stolen Products

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General Administrative Information Administrative Procedures

General Administrative Information

Warranty Overview

Most products sold by Cummins Power Generation are sold with a base warranty (provided coverage) that defines the responsibilities of Cummins Power Generation and the customer in the event of a failure caused by a defect in Cummins Power Generation’s material or factory

workmanship (a warrantable failure).

In addition to the base warranty, Cummins Power Generation markets programs that provide coverage for extended periods (purchased coverage). These programs also define the

responsibilities of Cummins Power Generation and the customer in the event of a failure caused by a defect in Cummins Power Generation’s material or factory workmanship (a covered failure). In the event of a warrantable or covered failure, the customer must contact a Cummins Power Generation authorized repair location. The product must be made available and the repair started within the warranty or coverage period.

Determining Warranty Coverage

The repair location determines if the failure is a warrantable or covered failure, and to what extent the repair is covered by Cummins Power Generation. Extent of coverage depends on the

following:

• Type of product • Application

• Hours on product and time in service • Coverage extensions purchased

If the repair is covered, the repair location is responsible for the following: • Performing the repair.

• Billing the customer for their portion of the repair, if any. • Preparing a claim for the amount due under the program.

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Freight Damages and Shortages

Damages

Cummins Power Generation warranties do not cover damages during shipping. When products are shipped by Cummins Power Generation, they are accepted by the carrier who assumes liability for loss and damages incurred during transportation.

The receiver is responsible for inspecting all items upon receipt and for filing damage claims with the transportation company. Upon delivery you should perform the following:

• Make an accurate count of all items listed on the waybill.

• Carefully inspect for visible damage or signs of improper handling.

• Open crates, cartons, and packages immediately and inspect the contents thoroughly. Concealed damage can occur even if the container appears undamaged. If damage is found, save the packaging and request a Concealed Damage Inspection Report from the transportation company as quickly as possible (within 15 days after delivery).

• Note any damage or shortage on all copies of the waybill (called “making an exception”) and have the driver sign to confirm an exception was made at the time of delivery. It is always the responsibility of the receiver to inspect and note exceptions on all shipments.

Shortages

• Check each item against the packing slip or waybill. Shortages must be reported in writing to the transportation company and Cummins Power Generation Unit Order or Parts Department within 10 days of delivery.

• If Cummins Power Generation records confirm the item as shipped, you must file a claim with the transportation company. If the item was not shipped, it will be furnished at no charge, freight prepaid.

• International distributors should report shortages to the transportation company and their corresponding International Regional Office.

Filing a Claim

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Responsibilities Administrative Procedures

Responsibilities

Overview

Cummins Power Generation warranty and extended warranty programs represent a contract

between Cummins Power Generation Corporation and the end user of its products. Administration of the programs requires a warranty partnership between Cummins Power Generation, the end user, and the authorized repair location.

To fulfill the terms of the warranty or extended warranty contract, each of the warranty partners have certain responsibilities.

Dealer & Distributor Responsibilities: General

• Dealers and distributors should instruct the customer in proper care and use of the product. A planned maintenance program is critical to the efficient operation and useful life of the

product.

• The dealer, distributor, and customer are responsible for initial service such as adding fluids, depreservation, inspection, equipment settings, and adjustments. These and similar items are not covered under warranty.

• Repair work conducted by a Cummins Power Generation dealer, distributor, or authorized contractor to correct an improper installation is not covered under warranty.

All Cummins Power Generation products must be installed according to the published instructions. If an installation is found not in compliance, the customer must be notified in writing of the deficiency. Problems experienced by the customer resulting from improper installation are the responsibility of the dealer, distributor, or authorized contractor.

• Dealers are responsible for submitting claims to the Cummins Power Generation distributor. • Distributors are responsible for reviewing and submitting claims to Cummins Power

Generation for their own repairs, together with claims from the dealer. (Distributors credit dealers in accordance with the program definition.) Then, Cummins Power Generation reviews the claims and credits the distributor the amount due in accordance with the program definition.

• Note: Submit claims as soon as possible after the repair. Claims received by Cummins

Power Generation more than 90 days after the failure date will not be accepted.

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Dealer & Distributor Responsibilities: Before or at Time of Sale

• Accurately record and maintain the in-service date of the product.

• Prior to closing the sale of the warranted product, present and explain to the customer the written warranty that applies to the Cummins Power Generation product.

• Make certain the customer understands the information outlined in the Manufacturer’s Limited Warranty. Covered failures are easier to handle when the customer is already aware of the limitations.

Distributor Responsibilities: Dealer Repairs

Distributors are responsible for training authorized dealers in product repair, customer service, warranty coverage, failure cause analysis, claim preparation and administration. In turn, dealers are responsible for keeping records complete and available for audit as required.

Distributors must make the following checks on dealer claims:

Is the claim complete and required data included? If not, correct or reject the claim. Is the product or part in the warranty period? If not, reject the claim.

Is the defective part claimed covered by warranty? If not, reject the claim. Were approved parts used? If not, reject the claim.

Were approved repair procedures used? If not, provide required training.

Is warranty start date documentation complete? If not, hold the claim until the supporting documentation is furnished or reject the claim.

Is labor claimed at standard time? If not, adjust to standard time and provide required training. Is the failure analysis logical and complete? If not, assist the dealer in failure cause analysis.

Adjust claims as appropriate

Note: Incomplete claims will be denied and directed back to the distributor for complete/ correct

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Responsibilities Administrative Procedures

Owner Responsibilities

The following are the owner’s responsibility:

• Read and follow the maintenance instructions in their manual.

• Use and maintain Cummins Power Generation products as recommended in the Cummins Power Generation Operator Manual. Failures that result from customer abuse or neglect are not covered by Cummins Power Generation.

• Ensure an hour meter is installed and maintained when an extended warranty is

purchased. If the hour meter is not operational, extended warranties may not be honored.

• Perform the following if there is a product failure:

• Notify a Cummins Power Generation authorized distributor or approved service dealer of any covered failure.

• Provide supporting documentation, if necessary, to verify the product warranty start date. • Make the product available and have the repair completed.

Warranty Administrator Responsibilities

Warranty Administrators must be knowledgeable about the following: • Manufacturers limited warranties

• Operator, service, and installation manuals

• Proper troubleshooting procedures. These procedures help determine what caused the failure including improper operation or maintenance. Also, these procedures help assign payment responsibility for a failure, i.e., Cummins Power Generation, a repair location, or the customer.

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Customer Complaint/Failure Procedure

Record the customer’s complaint. Be factual and accurate. Do not characterize, editorialize, or state opinions.

Examine the failed product and determine what caused it to fail using the Cummins Power Generation’s published troubleshooting procedures.

If the product was not maintained as specified by the Cummins Power Generation Operator and Service manuals, or was abused or neglected as described in the Manufacturer’s Limited Warranty, then Cummins Power Generation coverage does not apply.

If the failure was caused by a material defect or Cummins Power Generation factory workmanship, determine whether the product is covered by Cummins Power Generation.

a) Determine the warranty start date to make sure the product is still covered.

b) Determine if the product has a Cummins Power Generation serial number. All warranty and extended warranty claims, except new defective parts, require a product serial number.

c) Determine if the product is covered by warranty. Warranties are transferable to subsequent owners until the warranty term expires. Warranty may be voided if product is moved.

If the product is covered, determine the extent of Cummins Power Generation’s responsibility for the damage resulting from the failure.

a) Cummins Power Generation is not responsible for damage that occurred after the product should have been shut down, or after the problem should have been noticed and corrected. b) Cummins Power Generation is not responsible for the repair or replacement of units required

because of normal wear, accident, misuse, abuse, improper installation, lack of maintenance, unauthorized modifications, improper storage, negligence, improper or contaminated fuel, or use of parts that do not meet Cummins Power Generation specifications.

c) Failures resulting from workmanship of a previous repair location are the responsibility of that repair location. Do not claim the failure with Cummins Power Generation.

d) The owner is responsible for communication expenses, meals, lodging, and similar costs incurred by the owner as a result of a warrantable failure.

e) The owner is responsible for non-product repairs, downtime expenses, cargo damage, fines, all applicable taxes, all business costs, rental expenses during warranted repairs, and other losses resulting from a warrantable failure.

f) Cummins Power Generation is not responsible for progressive, incidental or consequential damages.

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Customer Complaint/Failure Procedure Administrative Procedures

Explain to the customer what portion of the repair cost is covered by a Cummins Power Generation program.

If the customer wants to have the repair performed under the terms as explained, begin the repair before the coverage expires.

a) Perform the repairs according to the procedures outlined in this manual and according to Cummins Power Generation published repair instructions.

b) Record all required information as defined in the appropriate section of this manual. Explain cause of failure and repair to the customer and make the applicable settlement.

a) Do not charge the customer for repairs covered by warranty.

b) Claims must be submitted by the location performing the repair. Claims that are filed based on an invoice paid by a customer at another repair location will be rejected.

All parts not reinstalled should be retained as outlined in Section 3.

Submit a claim as soon as possible after the repair. Claims received by Cummins Power

Generation from N.A. distributors more than 90 days after the failure date will not be accepted. Claims received by Cummins Power Generation from International distributors more than 120 days after the failure date will not be accepted. This applies to warranty and

extended warranty claims.

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Miscellaneous Warranty Coverage

Design Improvement

Cummins Power Generation may make changes or design improvements without incorporating those changes in products previously sold. Cummins Power Generation warranties do not cover the incorporation of these design improvements. If they are done, it is at the customer’s expense.

Insurable Incidents

If Cummins Power Generation-powered equipment is involved in fire, explosion, flooding, personal injury, property damage, lightning, sinking of watercraft or other insurable incident, the following applies:

• Dealers, notify your Cummins Power Generation distributor immediately.

• Distributors, notify your Cummins Power Generation Warranty Analyst immediately. • Do not make statements or express opinions as to the cause of the incident. Document

conversations and obtain police reports if possible.

• Do not perform covered repairs without specific instruction from Cummins Power Generation Law Department. Retain all parts if work is performed.

• Do not attempt to settle responsibility.

Reciprocal Distributor Warranty Agreement

When a Cummins Power Generation distributor encounters a failure that is deemed to be the result of a defect in material or workmanship associated with a repair performed by another Cummins Power Generation distributor, the following procedure must be followed:

1. Contact the distributor originally involved in the repair and determine the extent of the repair and the warranty coverage under the shop's warranty statement.

2. Determine the extent of the warrantable portion of the repair and explain this to the customer. The customer must understand that any repairs other than those considered warrantable will be billable.

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Miscellaneous Warranty Coverage Administrative Procedures

3. The warrantable portion of the repair is processed as follows:

a) The distributor responsible for the failure issues a purchase order. b) The repairing distributor fixes the failure.

c) The warrantable portion of the repair is billed at SRT labor. d) Parts are billed at distributor net.

4. If the responsible distributor wishes to inspect the failed part, they must pay all applicable transportation costs.

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Repair Policy

The following list details the repair policy covered by a Cummins Power Generation warranty or other coverage program.

1. Warranty and covered repairs must be performed by a Cummins Power Generation authorized distributor, dealer, or designated representative of a Cummins Power Generation distributor. 2. The cost to repair the damaged part must be less than a new part including labor and materials. 3. Install a new Cummins Power Generation part when the following apply:

Making a pre-delivery repair. The old part is not reusable.

It is more economical to Cummins Power Generation than repairing failed parts.

4. Products can only be exchanged with prior approval by the Cummins Power Generation Warranty Department.

5. Install new fluids and filters, when the following apply:

The fluids and filters are damaged or contaminated by a covered failure.

The Cummins Power Generation repair instructions recommend replacing them.

6. New parts warranty is 90 days from date of sale. Warranty covers part freight and mark-up of the customer paid travel for the replacement of the original part, travel will be covered. 7. New parts installed to repair a covered failure or repair under policy assume the remaining

coverage of the parts they replace.

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Parts Pricing Reimbursement Levels Administrative Procedures

Parts Pricing Reimbursement Levels

Distributor Reimbursement

• The distributor will be paid for parts, mark-ups, and BFC based on claim detail. Mark-up and BFC is calculated by the system and is automatically paid (if applicable) in addition to the amount requested for reimbursement.

• No reimbursement will be made for mark-ups or BFC charged between distributors for parts obtained from another Cummins branch.

• When filing a claim for parts, the distributor may price at whatever level they wish. However, Cummins Power Generation will reimburse distributors only at the following levels:

Repairing Location Parts Discount (reimbursement) Outside Purchases Consumables Product Replacement/ Generator End Distributor Distributor net, plus

parts mark-up

Distributor cost Distributor cost Distributor cost Authorized

warranty dealer

Distributor net, plus distributor and dealer mark-up

Dealer cost Dealer cost Distributor cost

Non-authorized dealer

Distributor net plus parts mark-up

Distributor cost Distributor cost Distributor cost

Dealer Reimbursement

Dealers will be reimbursed by distributors for parts used in warranty repairs at the following pricing levels:

Repairing Location Parts Discount Outside

Purchases Consumables Authorized warranty dealer

Note: If a customer has paid for a repair during the warranty period and wants warranty consideration, they must recover payment from the location that performed the repair.

Suggested dealer net cost, plus parts mark-up and dealer mark-up Note: The distributor must credit the dealer the same amount as the dealer was charged for the part, plus dealer mark-up.

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BFC Reimbursement

Beyond Factory Charges (BFC) are paid when a parts distribution center is not operating in the country where the parts are being shipped. BFC are reimbursed at a rate that is established in advance and kept on file by Cummins Power Generation. To register a change in BFC rates, submit form 23A078 Labor Rate Analysis Form. This form includes a section for changing BFC.

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Labor Reimbursement Administrative Procedures

Labor Reimbursement

Labor Reimbursed

Cummins Power Generation will reimburse labor in accordance with Cummins Power Generation published Standard Repair Times (SRT) for:

Labor required to repair the product during the base or extended warranty coverage period. Product removal and reinstallation if required to accomplish the repair. On Commercial

Gensets, removal and reinstallation must be pre-approved by Cummins Power Generation Warranty Department.

When the repair is not covered by an SRT, Cummins Power Generation allows actual repair time required, if Cummins Power Generation considers the time reasonable. The mechanic must keep a separate time record on the non-standard work.

Troubleshooting procedures called for in the published troubleshooting or repair instructions for the complaint being investigated may be claimed without explanation when the failure is found and repaired.

Other troubleshooting tests and measurements made during a repair are allowed only if the reasons for performing them are explained on the claim and the procedures were justified.

Labor Not Reimbursed

Repairs where Cummins Power Generation does not reimburse labor includes the following: • Salvage or repair procedures that do not follow the instructions of Cummins Power Generation

service publications.

• Product repairs beyond those required to correct the covered failure and direct damage. • Temporary repair of a covered failure.

• Repair of failures caused by poor workmanship in previous repairs. • Waiting time due to equipment not being available for repair.

• Premium or overtime is not reimbursed. Cummins Power Generation will pay standard time only.

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Rate Restrictions

• North American Cummins Power Generation distributors and dealers will be paid in accordance with the hourly shop and site rates registered with Cummins Power Generation Warranty in Minneapolis, MN. Rates will be determined depending upon level of certification for dealers. International distributors should contact their regional office.

• New rates or rate changes are effective on and after the Cummins Power Generation rate approval date.

• Non-authorized North American dealers authorized to perform repairs will be reimbursed at $45 per hour. International distributors should contact their regional office.

• Site labor is limited to Commercial products for labor at the site only. Site rate premium is to be listed in “Other Consumables”.

• A labor rate must be on file with Cummins Power Products to qualify for reimbursement.

Distributor Rates

Cummins Power Generation distributors will be paid in accordance with hourly rates registered with Cummins World Wide Claims Management (WWCM) in Columbus, IN.

Distributors can establish rates or make rate adjustments as follows:

1. Non-Cummins distributors complete form 23A078 to establish or change a distributor labor rate. Submit form to your BDM (Business Development Manager) or Regional office.

2. Cummins Power Generation distributors must complete form 5650 Warranty Rate Adjustment as directed by Cummins World Wide Warranty administration procedures.

Dealer Rates

North American dealers establish rates or makes rate adjustments as follows:

1. Dealers must complete form 23A078 Warranty Labor Rate Analysis and submit it to their Cummins Power Generation distributor.

2. Dealers determine rates using two methods:

a) Shop rates - paid if you employ a technician certified at level II or higher on Industrial, Recreational Vehicle, or Marine products.

b) Computed rates - paid if not qualified for the shop rate. Computed at 2.6 times the hourly base wage of service personnel working on Cummins Power Generation products.

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Travel Reimbursement Administrative Procedures

Travel Reimbursement

Travel Reimbursed

• Travel is covered only when stated in a specific coverage description.

• Travel across distributor boundaries is allowed only to the extent that the two distributors can agree. Travel will only be reimbursed at the mileage from the closest distributor. • Customer selection of a repair location across a distributor boundary should be honored,

provided the chosen location is qualified to perform the repair, and to the extent which the two distributors can agree. Travel will only be reimbursed at the mileage from the closest distributor.

Time and Mileage

Travel time and mileage will be paid to and from the nearest Cummins Power Generation

distributor, dealer, or authorized service representative. Only one trip is allowed unless additional trips can be justified.

• In North America, before travel reimbursement will be approved, an accurate equipment site address must be on record in the Warranty & Registration System. Registration details can be found in Section 4. An exception to this policy is warranty travel under account codes 95, 96, & 62.

• Justification details for travel must be clearly indicated in the “Corrections” section of CCC. Acceptable justification will require that the first three lines in the “Corrections” section contain a header statement for “Travel”, “# of trips” required to complete service, and “# of technicians” required to complete service.

• If more than one trip or technician is required to travel to complete the service, justification trip details with reasons must also be indicated below the travel header.

• Travel claims submitted with an incorrect format or with incomplete travel details will be rejected due to insufficient travel justification.

Recommended Travel Justification Format: CCC “Correction” Section*

(* 3rd section of CCC) Travel

3 Trips 1 Tech

12/1/03 – T/S governor hunting, adj. governor. Found broken exh pipe. Ordered pipe. 12/3/03 – Installed exh. pipe. Checked operation. Found broken door housing. Ordered door.

12/9/03 – Installed door. Rechecked operation. OK.

Justification Header

Travel Justification Details (required, first 3 lines)

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Travel time and mileage are covered, if the following apply: • Repair or replacement work is covered by warranty.

• The product is permanently wired and mounted in a marine, floodlight, standby power, or commercial prime power application

• Equipment has been installed, operated, and serviced in accordance with factory recommendation.

• The warranted repairs are performed by a Cummins / Onan Authorized Distributor, dealer, or designated service representative.

Travel Rates

Travel time is paid at the registered and approved hourly shop labor rate.

1. For U.S. and Canadian distributors, mileage is paid at $1.01 per mile ($.63 per kilometer) maximum.

2. For international distributors,

• Mileage is paid at their approved rate. To establish or change this rate, distributor must contact their corresponding CPG Regional office.

• Reasonable travel costs are reimbursed at actual expense including tolls, lodging, and meals.

Lodging and Meals

A combination of 10 or more hours for travel and labor are required during one trip for meals and lodging to be allowed.

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Administrative Procedures

Other Claimables

Costs Not Covered

Repair shops incur many kinds of costs that Cummins Power Generation considers as overhead and should not be claimed. Examples are shop supplies, hazardous wastes, fines, bonuses, phone calls, and mark-ups charged to another distributor.

Freight

Cummins Power Generation allows actual transportation expenses for parts used in warranty repairs or parts requested to be returned for failure analysis. The transportation allowance is accepted only for parts shipped via standard parcel post, common carrier, or regular mail. Cummins Power Generation will reimburse freight up to 17% of net part price.

Premium transportation costs (priority, air express, special delivery, etc.) will not be accepted without prior approval, except in cases where the customer is on vacation, where emergency vehicles are out of service, or when life support systems are in jeopardy (e.g., nursing homes or hospitals).

Special Handling Charges

Special handling charges will be reimbursed for emergency parts orders if a system is down for warranty repair; i.e. Cummins Power Generation service parts surcharges. These charges apply only to parts not normally stocked or an item not on a recommended parts stock list.

Overtime Premiums

Overtime payments are not authorized without prior approval from Cummins Power Generation Warranty Administration. When authorized, overtime premiums are reimbursed at the actual premium paid to the technician.

Sublet Services

Cummins Power Generation allows the distributor or dealer to sublet miscellaneous repairs and services to other locations when required to complete a repair. Sublet services will be reimbursed at actual reasonable cost or at Standard Repair Time if an SRT is published.

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Consumables

Consumables Covered

The following items may be claimed at actual cost, if not reusable due to a covered failure. • Filters

• Refrigerants

• Lubricating and gear oil

• Coolant and coolant treatments

• Lubricants, sealants, and adhesives for assembly

Overlapping Coverage

Certain engines powering Cummins Power Generation products are covered by an OEM warranty. All warranty service must be arranged through the manufacturer.

The Cummins Power Generation warranty applies to the remaining components of the product and all Cummins Power Generation produced engines. See section 8 of this manual, for detailed explanations of these coverages.

Products Sold Without Warranty

Sometimes products are sold without warranty (factory returns, used or damaged). These “sold as is” products are indicated on the Warranty Claims and Registration System, (Serial and Claim Inquiry window).

Product Trade Out

Cummins Power Generation Warranty Administration may, at their discretion, approve a trade out of a product. In this situation the product placed into service retains the start date of the original unit.

You are not authorized to trade out a product without Cummins Power Generation Warranty Administration approval. All reimbursements or repair agreements must be authorized before making the repair.

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Administrative Procedures

Material Returns

Material Return Tags

All parts removed from a Cummins Power Generation product, when a warranty repair is performed, shall be tagged and retained. All distributors should have material return tags for commercial and consumer products. Return tags may be ordered through Sir Speedy (see Section 2 for instructions.) Include the Cummins Power Generation claim number on the tag and attach to the part, not the box. Clearly identify the package as Warranty Parts Return and include the number of parts in the package. (The daily activity sheet with claim info makes a good packing list.) Questions with parts or material return request lists or warranty returns may be directed to Warranty Returns personnel.

Minimum time to hold a part:

• North American Cummins Power Generation Distributors – 30 days after the claim is submitted to Cummins Power Generation.

• North American Service Dealers – 45 days after the claim is submitted to Cummins Power Generation.

• International Distributors – 90 days after the claim is submitted to Cummins Power Generation.

Material Return Request

A material return request will be issued to the distributor via the Daily Activity Report printed at the distributor location or mailed to those without remote printers. This Daily Activity Report can be viewed on the Cummins Power Generation Warranty Claims and Registration System. See Section 4. Upon receipt of the return request, parts must be shipped within 15 days. If parts are

not received within 90 days, the claim will be debited back to the distributor. Ship To Address: Select address of the corresponding region

Material Return Tag Example

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Asia Pacific 10 Toh Guan Rd #07-01 TT International Tradepark Singapore 608838 Brazil

Rua Jati, 310, Cumbica Guaruthos, SP 07180-900 Brazil

China

8 Wanyuan Street

Beijing Economic & Technological . Area

Beijing 100176 P.R. China

Mexico

Eje 122 No. 200 Zona Industrial San Luis Potosi, S.L.P. 78090 Mexico

Europe, CIS, Middle East and Africa

Manston Park Columbus Ave Manston, Ramsgate Kent CT 12 5BF United Kingdom India 35A/1/2, Erandawana Pune 411 038 India Latin America 3350 Southwest 148 th Ave Suite 205 Miramar, FL 33027, USA North America

Cummins Power Generation Warranty Returns

Doors 127-131

1400 73rd Avenue NE Minneapolis, MN 55432

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Consignment Order Process

Parts Return/Scrap

If the parts are not requested to be returned and the claim has been settled, the parts may be scrapped. When returning parts in North America, it is mandatory to use one of the referred carriers from Minneapolis/Fridley, Minnesota listed below.

Zip Code Carrier 01000-13999 UPS/Roadway 14000-14799 UPS/Holland 14800-25499 UPS/Roadway 24600-31999 UPS/Holland 32000-34999 UPS/CF 35000-38599 UPS/Holland 38600-39999 UPS/American 40000-54999 UPS/Holland 55000-55499 Call 763-5299 55500-56799 UPS/Holland 56800-58999 UPS/American 59000-59999 UPS/Roadway 60000-63999 UPS/Holland 64000-79999 UPS/American 80000-99499 UPS/Watkins

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Stolen Products

• Dealers must contact their Cummins Power Generation Distributor in the event of a stolen product.

• The distributor will call Cummins Power Generation Warranty of all known stolen or recovered products.

• When reporting a stolen unit, you need to have the serial number and phone number of person to be contacted.

• The stolen product will be recorded as stolen in the Cummins Power Generation serial number file–accessible to all service locations. See Cummins Power Generation Warranty Screen #4 (Serial and Claim Inquiry). Unit stolen indicator Y = Yes and N = No.

• If a person brings a stolen unit in for repair, the Warranty Administrator needs to contact the person that appears on the Cummins Power Generation Warranty System screen. If this person confirms the unit as stolen, call the police and the Cummins Power Generation Warranty Administrator.

Progressive Damage Limits

Generator sets, when safety shutdowns or warnings are intentionally disconnected, are limited to the maximum progressive damage reimbursed under warranty as follows:

• Engine as outlined in the Cummins administrative procedures.

• Main Alternator stator and rotor electrical failures are not covered. Limited to diodes, surge protection, exciter windings, and regulator.

• Cooling system limited to hoses, clamps, and mechanical mounting. Radiator or heat exchanger core damage from excess pressure or heat is not covered.

• Mechanical mounting system limited to integral vibration isolation, welds, bolted connections, and guarding.

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Consignment Order Process

Warranty Claims and Registration

Section 4

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Warranty Coverage Inquiry: Coverage Inclusions List Window ...39 Warranty Coverage Inquiry: Coverage Exclusions List Window...40 Warranty Coverage Inquiry: Coverage Travel Limits List Window ...41 Warranty Coverage Inquiry: Coverage Travel Exceptions List Window ...42 Warranty Coverage Inquiry: Coverage Price List Window ...43

Vendor Serial Inquiry Window (button 10) ...44 Onan Warranty Claim System Window (button 12) ...45

Extended Warranty Not Registered (Button 1)...46 Product and Extended Warranty Registration (Button 2) ... Error! Bookmark not defined.

Base Registration... 49 Extended Warranty... 50

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Table of Contents Warranty Claims and Registration Appendix ...55

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Introduction

Electronic Claim Submittal (applicable for North America only)

The electronic Warranty Claims and Registration System is a Oracle-based software that Cummins Power Generation’s distributors can access to retrieve warranty claims and coverage information using serial and/or model numbers. Distributors can also use the system to retrieve and review serial or model number information. This section describes how to use the electronic Warranty Claims and Registration System.

Paper Claim

If you do not have access to the electronic Warranty Claims and Registration, complete the paper registration form (see section 12) and submit it to the Cummins Power Generation Warranty Department.

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Extended Warranty Warranty Claims and Registration

Extended Warranty

Restrictions

• The warranty registration must be submitted when extended warranty coverage is purchased with the unit.

• If the extended coverage is not purchased at the time of the original sale, a purchase order must be submitted with the extended warranty registration within the first 12 months after date in service. Purchase of extended warranty will not be allowed beyond the 12 months after

date in service.

• A late fee will be assessed for warranties not registered within 12 months from the date of start-up. Reference appendix for late fees.

• When extended coverage is purchased within 12 months after the product is placed in service, the warranty start date is the original start-up date.

• Extended warranty is available in all regions. Cummins Encompass program applies. Please see the appendix for your region for applicable extended coverage details.

Extended Warranty Upgrade

If an Extended Warranty was already purchased, and a more comprehensive program is added during the first year, then the following applies (see Page 49 for instructions):

• The cost will be the full price of the new coverage.

• There is no refund or rebate on the original extended coverage.

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Registration Label

When an Extended Warranty is accepted by Cummins Power Generation a Warranty Registration Label will be generated and mailed to the Distributor registering the product(s). The label(s) must be affixed to the generator, transfer switch or switch gear where it will be protected from weather or damage. The following information is printed on the label.

• Coverage Description • Coverage Type • Start-up Date • Model

• Serial Number

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Unfinished Claim Selection Window (button 1) Warranty Claims and Registration

Accessing the Software

Instructions

1. Access the Internet.

2. Enter the pathname http://wwwi.onan.com for intranet users and http://cummins05.cummins.com for extranet users to access the Warranty application menu.

3. Located on the right hand side of the screen, under your tools, is the link to Warranty Claims and

Registration application, as well as a link to Logon help to new Warranty Claims & Reg. Please see Figure 1.

4. Click on the option Warranty Claims and Registration. A dialog box requesting your username and password will display.

5. Enter your username (racf ID/ WWID) and password (WWIMS/ LDAP) and click submit. Choose the OK button. The Warranty Claim System window containing the main menu will open. See figure 2.

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6. After clicking submit, another dialogue box will open. At this time enter your username (racf ID) and your warranty password. You will also be required to enter the database (hpp1). See figure 3.

1. Enter your WWID (racf

ID)

2. Enter your

WWIMS password

3. Click “Submit”

Figure 2 Figure 3

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Warranty Claim System Main Menu

Figure 1

Choose button 4 for instructions on Serial & Claim Inquiries (Figure ). Choose button 9 for instructions on Warranty Coverage Inquiry Choose button 3 for Warranty Claim Inquiry. See Figure for Choose button 5 for instructions on Seven Digit Serial Query (Figure 12).

Choose button 1 for instructions on Unfinished Claim Selection (Figure

Choose button 8 for instructions on Claim Discrepancy Reporting (Figure 18). Choose button 7 for Warranty Claim Awaiting Material (Figure Button 11 is for

Choose button 10 for instructions on Vendor Serial Inquiry (Figure

Choose button 6 for instructions on Distributor

Claim Performance Reporting (Figure 14). Customer will default to

“parent” number. You must enter your branch number to view information for your specific branch (for buttons 2, 3,

Choose button 2 for instructions on New Claim Input (Figure

Username: WWID (racf ID)

Password: warranty password

Database: hpp1

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Unfinished Claim Selection Window (button 1)

Instructions

The “Unfinished Claim Selection” window will display after choosing the Unfinished Claim

Selection button (number “1”) from the Onan Warranty Claim System Main menu. Use this

window to view a list of unfinished claims. The callouts below explain the fields in the window. To delete a record, do the following:

1. Click on the Sel button of line you want to delete. The Claim Input window will then display.

2. Choose the Delete button.

3. Select the Commit button, and

4. Select the Exit button. The Unfinished Claim Selection window will then display. The line you deleted will still appear, but will disappear when you exit the window.

Figure 4

This is the dealer number. This is the total amount of If “N”

appears, then the claim is

This is date the claim was originally

Choose the Exit button to return to the main menu (Figure 1), or select

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Onan Claim Window (button 2)

Description

The “Onan Claim” window will display after choosing the New Claim Input (number “2”) from the Onan Warranty Claim System Main menu. Use this window to enter a new warranty claim.

NOTE: If a distributor does not have access to the online Warranty Claims and Registration

system, they can fill out and submit a paper form for a warranty claim. Examples of the Cummins Power Generation forms are shown in the appendix.

Figure 5

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Warranty Claim Inquiry Window (button 3) Warranty Claims and Registration

Warranty Claim Inquiry Window (button 3)

Description

The “Warranty Claim Inquiry by Distributor Code” window will display after choosing the

Warranty Claim Inquiry button (number “3”) from the Onan Warranty Claim System Main

menu (Figure 3). Follow the instructions in the callouts below.

Figure 6

Continued

Choose the QUERY button once to display warranty claim information. Choose button twice to display a form to make a claim inquiry for a distributor or dealer (Figure ).

Choose the List button to display the List of Values form

containing the distributor codes and names (Figure ).

Note: Your cursor must be in the DIST CODE field, and you can only select those codes that you are authorized to use (e.g.,

Choose the CLM INQ button (Claim Inquiry) to verify recent warranty claim information that is less than thirteen months old (Figure

Choose the Exit button to return to the main menu (Figure 1), or select Your distributor code

number will display here. To query a specific distributor or dealer, enter the number then choose the Query button. Otherwise, leave fields blank to query all distributors and dealers authorized under your

To query a specific claim number, enter the number and choose the Query button.

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Warranty Claim Inquiry: Execute Query

Figure 7 Status Codes Code Definition C Closed O Open A Approved D Disallowed I In process P Paid

I Awaiting supporting material M Awaiting materials

Z Awaiting materials and supporting documents.

2) Choose the Query button (again) and a blank form displays that allows you to enter a specific query (Figure ).

1) After choosing the Query button, the warranty claim

information for the past 12 months, listed by distributor code, will display.

See the Status code definitions in the table below.

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Warranty Claim Inquiry Window (button 3) Warranty Claims and Registration Figure 8 Figure 9 6) Claim data displays as result of query.

3) Enter your distributor code number (or code that you have authorization to

4) Enter either a distributor’s claim number or dealer’s

5) Choose the ExeQry (Execute Query) button.

Note: The button changed from Query to ExeQry when blank form was displayed.

7) To enter another query, choose the Query button to clear the form. Enter your query

information, then choose

Also, to enter another query, you can

• Select Query →Enter, to clear the form.

•_{Enter your query information.} • Select Query → Execute.

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Warranty Claim Inquiry: List Distributors

Figure 10

Figure 11

1) Choose the List button to display the List of Values form containing the distributor codes and names.

Note: Your cursor must be in the DIST CODE field, and you can only select those codes that you

2) The list of distributor’s codes and their names will display.

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Warranty Claim Inquiry: Claim Inquiry Window

Figure 12

Choose Serial button to view Serial Query window

Choose Parts button to view Part Input window

Choose SRT button (standard repair time) to view SRT Input window Choose CCC button to view Complaint/Cause/ Correction window Choose Notes window to view Claim Notes Choose Other button to view Other Claimables window. (Figure ). Choose Travel

button to view travel details (Figure ).

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Serial Query Window

Figure 13

Parts Input Window

Figure 14

Use this window to find your serial or model numbers. Note, if generator set is not in service yet, then the Hours and Start Date fields will be blank.

Use this window to verify which parts were

replaced on the generator set and the prices paid for the parts. Remove manual ref

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Travel Details Window

Figure 15

Other Claimables Window

Figure 16

Use this window to verify the labor hours, mileage, and total amount that distributor will be

reimbursed for a repair.

Road time for distributor’s repair technician.

Number of hrs × approved labor rate.

Maximum travel mileage that Cummins/Onan will pay the distributor for this Maximum total travel amount (travel mileage × approved rate). If the travel time is

over 10 hours then meals and lodging charges apply.

Total reimbursable repair amount, which includes labor, mileage, and

Use this window to enter miscellaneous charges that do not have a Cummins Power

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SRT Input Window

Figure 17

CCC Input Window

Figure 18

Use this window to enter the labor time recorded for the repair.

Use this window to enter the record of the repair.

ADD: rules for CCC Objective, specific, concise

Show break down of Non SRT time.

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Claim Notes Window

Figure 19

Use this window to view notes. These are either notes from the

Cummins/Onan employee to the Distributor or notes from the computer system regarding errors.

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Serial Inquiry Window (button 4)

Description

The Serial Inquiry window will display after choosing the Serial and Claim Inquiry button (number “4”) from the Onan Warranty Claim System Main menu (Figure 3). Follow the instructions in the callouts below.

Figure 20

1) Enter the valid Onan serial number to display data pertaining to the

2) Choose the Execute Query button to run the query. (You can also press Ctrl/F11, or select Execute from the Query menu in the toolbar).

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Serial Inquiry Window (button 4) Warranty Claims and Registration

Figure 21

Choose the Vendor button to display the Warranty Serial Inquiry window

Choose the Claim button to display the Warranty Claims window (Figure ).

Choose the Registration button to display the

Extended Registration Details window (Figure 10).

Choose the Group button to display the Product Registration Group Details window

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Serial Inquiry: Warranty Serial Inquiry Window

Figure 22

1) Vendor details will display after choosing the Vendor button from the Serial Inquiry window.

2) Choose on the Exit button to return to the Serial Inquiry window (Figure ).

Note: If no data is found to display on the Warranty Serial Inquiry window, the message “Query caused no records to be retrieved” will appear in the message line.

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Serial Inquiry: Warranty Claims Window

Figure 23

3) Click on the SEL button to display the Onan Claim History window (Figure 2).

1) Warranty claims data will display after choosing the Claim button from the Serial Inquiry window. Depending on the serial number entered, data can display in one or both

2) Click on the SEL button to display the Onan Claim Inquiry

Note: If no data is found to display on the Warranty Claims window, the message “Query caused no records to be retrieved” will appear in the message line.

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Onan Claim History Window

Description

To view claim history that is thirteen months and older on a serial number, the Onan Claim History window has options for accessing different claim information. See the callouts below for descriptions.

Figure 2

Choose the Serial button to display the “Serial History Query” window

Choose the Notes window to display “Claim Notes (History)” window Choose the Parts

button to display the “Parts History” window (Figure 4).

Choose the Travel button to display the “Travel Details” window (Figure

Choose the Other button to display “Others Claimables History” window (Figure

Choose the SRT button to display “SRT History” window Choose the CCC button to display Complaint/ Cause/ Correction” window

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Serial Inquiry Window (button 4) Warranty Claims and Registration Serial History Query

Figure 3

Parts History

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Travel Details

Figure 5

Others Claimables History

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Serial Inquiry Window (button 4) Warranty Claims and Registration SRT History

Figure 7

Complaint/Cause/Corrections

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Claims Notes (History)

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Serial Inquiry: Extended Registration Details Window

Figure 10

1) Registration details will display after choosing the Registration button from the Serial Inquiry window.

Note: If no data is found to display on the Warranty Serial Inquiry window, the message “Query caused no records to be retrieved” will appear in the message line.