Page 15 - Foton Warranty Policy & Procedures Manual (13122019)

WARRANTY POLICY & PROCEDURES MANUAL

 PLEASE NOTE: Rejected claims are unable to be resubmitted and will be required to go through
the appeal process.

9.2 Rejected Claim Appeal Process

Should the Dealer be dissatisfied with the warranty claim assessment (rejected claim(s)) the Dealer can
appeal the result within fourteen (14) days from the date of the credit note. An email must be sent to the
FOTON Warranty Department which states the reasons and justification for the appeal.

Dealers cannot resubmit rejected claims, PWAs or attempt to recover the claim by the submission of
another claim or PWA for the repair denied, as this will only result in it being denied as a duplication of
the claim or PWA.

9.3 Claim Number

The Dealer must assign a claim number to each claim. The same claim number cannot be assigned to
multiply claims. These should be in numerical order.

It is recommended that if the Repair Order number is used, a letter should be added to the end of the
number, e.g. RO 10728 claim number 10728A.

9.4 Delivery Date

This is the date the vehicle is first registered – the warranty start date.

If the vehicle is in Pre-Delivery at the time of repair, the date 00/00/0000 must be entered.

The warranty start date must be checked at time of booking to ensure the correct information is available.

9.5 Repair Date

The repair date is the date the repair order was created. The last clocking date indicates the final repair.
Any claim where the repair date has been altered to ensure an out of warranty vehicle is within warranty
will not be accepted and will entail a full debit during an audit. Do Not Re-use a Closed Repair Order. A
closed repair order is when the last repair has been carried out (A part on back order) and the vehicle
is back with the customer.

If the repair date is altered or the incorrect repair date used, this will incur a chargeback in an audit.

 PLEASE NOTE: A Repair Order where the vehicle will be out of warranty when the repair is
completed (upon receipt of parts), must remain open for the duration of the repair and the Repair
Order date can be used for the Repair Date.

9.6 Mileage

The correct mileage (km’s) must be entered on both the Repair Order and the Warranty Claim; a mileage
of ‘0’ will not be accepted.

9.7 Causal Part Code

When a part is replaced, the Causal Part Code is the primary failing part, which should also be item ‘1’
in the material screen.

Where no parts are replaced the primary Labour Operation Code is used as the Causal Part Code. This
should also be item ‘1’ in the labour screen.

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