Warranty Policy & Procedures for Vehicles
Total Page：16
File Type：pdf, Size：1020Kb
AL Warranty (Vehicles) Warranty Policy & Procedures For Vehicles ASHOK LEYLAND LIMITED Technical Service Group Marketing Division, Nandanam Chennai September 2008 1 AL Warranty (Vehicles) FOREWORD The Warranty policy of Ashok Leyland covering the terms of warranty offered for various models of vehicles marketed by AL in India and the procedure to be followed in administering the Policy is given in this Manual. This manual contains the latest information on AL’s warranty policy and any further revision to the policy will be communicated to the recipients of manual for updation. Information on Free Services offered by AL on various models of vehicles is also included in this Manual. In this manual wherever the word ‘Dealer’ is used, it shall also include ‘Authorised Service Centre’ whether appointed AL or by a Dealer. Ashok Leyland Limited Marketing Division Technical Service Group Chennai Dated: September 2008 2 AL Warranty (Vehicles) UPDATION OF AMENDMENTS This Manual contains the updated information on warranty policy as on September 2008 . On each page, in the left hand bottom corner the month and year of issue are printed. In this issue, all pages will show “Issue: September 08 /0”, the numeral ‘0’ denoting first issue. Any future amendments to the policy will be issued in the form of a “Warranty Policy Amendment”. This amendment sheet bearing the Section and Page Number can be inserted in place of the relevant Section/Page that has been superseded. For example, the first amendment to page 3-1 if done in October 2006 will show at left hand bottom corner “Issue: Oct 06/1” and will replace the page 3-1 bearing the notation “Issue: Oct 06/0”. The Amendment Record appearing after the “Table of Contents” will be updated by the recipient.Any amendment to this manual will be issued by DGM – Technical Service THIS MANUAL IS MEANT ONLY FOR PRIVATE CIRCULATION FOR THE USE OF AL DEALERS / AUTHORISED SERVICE CENTRES AND AL PERSONNEL. Wherever the term ‘Dealer(s)’ occurs, it shall be read as Dealers / Authorised Service Centres 3 AL Warranty (Vehicles) TABLE OF CONTENTS Section Title From To Warranty Terms 1 Applicable to MDV’s / ICV’s 2 4 Warranty Policy 2 Warranty Period 5 - 3 Scope of Warranty 6 - 4 Responsibility for rendering warranty attention 7 - 5 Disposal of failed components 8 - 6 Submission of Claims / Documentation 9 7 Settlement of Claims 10 8 Ancillary Claims 11 9 Spare Parts Claims 12 10 Goodwill Claims 13 14 11 Float Claims 15 12 Replacement of parts on unsold vehicles 16 13 Campaign repairs / replacement 17 Warranty Procedure 14 Sequential action in handling warranty complaints 18 20 15 Permissible Gross Vehicle Weight 21 26 Technical Guidelines 16 Criteria for acceptance of warranty claims 27 17 Criteria for acceptance of warranty claims – AL 28 46 18 Technical guidelines for warranty decision - ANC 47 50 4 AL Warranty (Vehicles) Section Title From To 19 Non-warranty items 51 20 Limits for acceptance of claims on ‘wear & tear’ 52 components Ancillary Claims 21 Procedure for claiming 53 54 22 List of proprietary items with warranty period varying 55 - from AL warranty period 23 Supplier Code/Identification/Destination of failed 56 76 parts Preparation of Claims 24 Time Limit for submission of claims 77 - 25 Completion of Warranty Claim – Main &Ancillary 78 89 25.1 Completion of Warranty Labour Claim 90 91 26 Product Complaint Codes & Fault codes 92 122 Labour Charges 27 Repair Operation Time schedule 123 135 28 Flat Rate schedule for machining jobs 136 138 Disposal of Failed Components 29 Despatch of failed AL items 139 Settlement of Claims 30 Mode of Settlement 140 - 31 Payments for parts replaced 141 - 32 Payments of Labour charges 142 - 33 Manhour rate 143 34 Payment of Labour Charges to Sub-dealers/ALHRCs 144 35 Payment of Incidental Expenses for services rendered 145 5 AL Warranty (Vehicles) Section Title From To outside the dealer workshop Free Service Policy & Procedure 36 Eligibility /Periodicity for Free Services 146 147 37 Time Limit for availing Free Services 148 38 Labour charges for Free Services payable to dlrs 149 39 Schedule of labour charges to Dealers for Free Services 150 151 40 Schedule of labour charges payable to Sub- 152 dealer/ALHRCS for Free Services 41 Oil change during PDI 153 42 Basic price of recommended Oils to be filled during 154 PDI Miscellaneous 43 Abbreviations 155 156 6 AL Warranty (Vehicles) WARRANTY POLICY & PROCEDURES AMENDMENT RECORD Existing Replaced By Sl No Page No Issue Page No Issue Circular Reference 1 AL Warranty (Vehicles) 1. ASHOK LEYLAND WARRANTY 4. The obligation under warranty Applicable To MDV Range shall be limited to either repairing or replacing free of charge such parts of the vehicle as are deemed ASHOK LEYLAND LIMITED (AL) to be defective in the opinion of AL warrants each vehicle sold by it to be and shall not extend to free from defects in material and consequential losses. The replaced workmanship subject to the following part shall become the property of terms and conditions: AL. 1. The period of warranty shall be 18 5. For proprietary parts not months from the date of sale or manufactured by AL such as Fuel 1,50,000 KMs, whichever is earlier. Injection Equipment, Electrical Equipment, Tipping Equipment, For Taurus Tipper, the period of Brake components, Instruments, warranty shall be 18 months from Batteries, Tyres and tubes the the date of sale or 3000 hours of warranty terms of the respective operation, whichever is earlier. supplier will be applicable. 2. The warranty extends to the first 6. The buyer shall have no other right registered owner of the vehicle except those expressly stated herein only or (in the absence of and have in particular no right to registration) to the first commercial repudiate the sale, or any user of the vehicle. In the event of agreement, or to claim any transfer or any alienation otherwise reduction in the purchase price of of the vehicle during the period the vehicle or to demand any mentioned in Clause 1 above, the damages or compensation for warranty shall stand terminated incidental or consequential losses unless prior written consent of such as loss of use of vehicle, loss Ashok Leyland is obtained. of time, inconvenience or damage 3. In the event of any defect being to personal property, commercial discovered within the period loss such as loss of revenue etc., mentioned in Clause 1 above, the during the period when the vehicle defective part is returned to the is undergoing service / warranty nearest AL Dealer workshop, repairs. freight paid, within 7 days 7. The customer will be responsible for 2 AL Warranty (Vehicles) * the cost of non-durable of the original specification materials (lubricants, fuel, given in the Operator Manual, grease, filters, etc.,), rubber if the failure of the tractor is items, liners (clutch, brake), soft due to faulty design / coupling trims, upholstry and paint of the trailer (in the case of coatings. tractor trailer combination) or if * The cost of maintenance and the vehicle is loaded beyond its lubrication operations. carrying capacity as certified by AL. * The cost of repairs made necessary by normal wear & * If the fuel injection pump calibration figures are altered or tear, accidents or improper use not authorised by AL or by the relative seals tampered improper storage or negligence. with, if unsuitable lubricants or fuels or coolants are employed * The cost of on-road repairs, or non-genuine spare parts are towing, parking and insurance. fitted. * The cost of repairs, caused by * If the Free Services are not damage due to fire, flood, carried out. earthquake or such natural calamities or by civil * If the recommended disturbance. maintenance practice is not followed. 8. The warranty shall become null and void: 9. When a part is replaced under the terms of warranty the benefits of * If the vehicle is used in ways the warranty shall apply to the not recommended by the replacement part for the reminder company, if any features of the of warranty period stated in Clause vehicle are modified, if the 1 and not beyond. vehicle is repaired or disassembled, even partially, by 10. AL reserves the right to modify the persons not belonging to AL’s technical specifications of and authorised workshop, if the introduce improvements to its vehicle is fitted with body of vehicles at any time and is under no obligation to apply such design, size, position and mounting other than what is modification or improvements to prescribed by AL, if the vehicles produced at an earlier overhang is extended in excess date. 3 AL Warranty (Vehicles) 11. This warranty is in lieu of and excludes all conditions, warranties, liabilities expressed or implied, whether in common law statute or otherwise in relation to all vehicles, whether covered by warranty or not. 4 AL Warranty (Vehicles) 2. WARRANTY PERIOD The Warranty period for various models of vehicles is - MDV/ICV 18 months from the date of sale or 1,50,000 KMs, whichever is earlier. For Taurus Tipper 18 months from the date of sale or 3000 hours of operation, whichever is earlier. SPECIAL VEHICLES As per contract of sale 5 AL Warranty (Vehicles) 3. SCOPE OF WARRANTY Warranty covers the repair/replacement of the failed parts. Both parts and labour for replacing/repairing are free of charge to the customer. Warranty does not apply to failures due to normal wear and tear. The norms for acceptance of claims under warranty for wear and tear items like bearings, clutch discs, etc. are given in Section 19. Warranty does not apply to spring leaves, glass, rubber, items like fan belts, hoses, etc unless specifically agreed to in the sale contract.