Page 10 - Foton Warranty Policy & Procedures Manual (13122019)

WARRANTY POLICY & PROCEDURES MANUAL

3.2 Customer’s Signature

In the event the customer drops the vehicle off before business hours the customer must leave a signed
written note with the vehicle and that must be attached to the Repair Order. The customer then must
sign the Repair Order upon pick up.

 PLEASE NOTE: Without the customers signature on the Repair Order authorising the work to
be carried out, the Repair Order is not recognised as a legal document

If the vehicle has been towed in, a copy of the signed Recovery sheet must be attached to the Repair
Order and upon pick up obtain the customer’s signature on the Repair Order.

On Dealership stock vehicles e.g. stock vehicles, pre-delivery vehicles – the Service Manager must sign
the Repair Order.

3.3 Repair Orders

A properly written Repair Order should; -

 contain an accurate record of the customer’s complaint as stated by the customer,
 clearly communicate the customer complaint to the technician,
 contain a thorough technician’s story outlining the customer complaint, diagnosis & rectification, and
 comply with FOTON stipulations.

 PLEASE NOTE: The Service Advisor must qualify the customer’s complaint by obtaining as
much information as possible about the symptoms, to ensure the technician has all the
information required to accurately diagnose the vehicle.

Every warranty claim has its origin in a Repair Order. A complete Repair Order ensures the following:

 Faster warranty payment
 Fewer returned claims
 Reduced administration workload

When booking in a customer the following must be checked:

 Check for outstanding Campaigns
 Check the warranty history on the vehicle to ensure a repair of a similar nature has not been
completed previously
 Check vehicle details (e.g. Warranty Start Date and VIN)
 Check owner’s details

In the event of a re-occurring incident, the second or subsequent repair cannot be conducted as a
warranty repair without proper evaluation as to the reason of the failure and it also requires a PWA to be
submitted prior to claim submission.

The Dealer must provide each customer with a copy of the Repair Order stating all service(s) and
warranty repair(s) that have been completed.

3.4 Repair Coding

Each job line on the Repair Order must be itemised and numbered:

 W – Warranty
 R – Retail
 I – Internal

This will assist with the technician’s report and the allocation of parts.

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