customer performed warranty agreement (cpwa) - manitoba · pdm™s customer performed warranty...

Customer Performed Customer Performed Warranty Agreement (CPWA)

Customer Performed Warranty Agreement

1. CPWA � What is it?2. Limitations3. Benefits4. Requirements5. Registration6. Warner Bus - Manitoba7. Forum Concerns on the Thomas Bus8. Questions


Thomas Built/Freightliner CPWA allows:Customers to perform common Customers to perform common warranty repairs on DTNA vehicles they own or lease.


�Common warranty repairs� means any repairs other than:

EnginesAutomatic transmissionsEnginesAutomatic transmissionsCab repairsPaint repairsPre-delivery inspections


Area of Responsibility (AOR):Customers must perform common warranty repairs in their repairs shops within their Area of warranty repairs in their repairs shops within their Area of Responsibility.


Parts:

Customers must buy all parts for common warranty repairs from authorized DTNA dealerships.


common warranty repairs from authorized DTNA dealerships.

CPWA Claims:

Customers must provide their sponsoring dealer repair order


sponsoring dealer repair order documentation within 30 days of completion of warranty repairs.

In-house warranty repairs:Customers may perform common warranty repairs in their shops to allow for faster service. Customers warranty repairs in their shops to allow for faster service. Customers will also be able to perform Recall for both Thomas and Freightliner.


Training and Support:Customers receive technical online training for warranty repairs and administrative support for warranty training for warranty repairs and administrative support for warranty related issues.


Labour rates:Customers will receive an agreed upon labour rate set by Warner Bus. Repairs will be paid at SRT�s for upon labour rate set by Warner Bus. Repairs will be paid at SRT�s for common warranty repairs and Recalls for Thomas and Freightliner.


Customers must:Complete the CPWA (Customer Perform Warranty Agreement)Complete the 3 C�s (Complaint, Cause and Correction)Correction)Hold all parts until either requested or authorized to be scrappedCustomer is responsible for making the warrantable call and will only be paid if approved


We offer on the road service to your location to perform repairs and warranty recalls.

There is a cost for this:◦ $0.50/km◦ $92/hr door rate, this is a reduced door rate as we ◦ $92/hr door rate, this is a reduced door rate as we

would be using your shop to perform the repairs required. The shop must be efficient and have a safe and clean working area for our technician to perform the repair(s).


Warner Industries will perform online registration for CPWA for those who are interested, starting April 16. Jim and Steven will be April 16. Jim and Steven will be bringing our newest member of the Warner Team around, who will take the lead on Warranty in Manitoba.


We have listen to you our Customer�s and we understand some of the issues we currently have in Manitoba;◦ Parts availability◦ Errors with parts shipments◦ Not having a service shop

We have secured a building in Winnipeg that we will be opening We have secured a building in Winnipeg that we will be opening up in May 2012. At this location we will have Parts, Service and Warranty available 5 days a week.

We are growing to better provide you with the Support you require daily. As we grow we will continue to increase staff into our Manitoba operation with continued support by our head office in Regina.

The number to remember is 1-800-667-1930.


Battery tray rollers are getting hammered out.◦ We are demoing a new roller design on a couple of units in

Saskatchewan. ◦ Thomas is aware of this concern and are working on a

solution. FS 65 Driver seat shock mount breaking on bottom

side of seat◦ 2001 there was a VON 00V362 � parts no longer available. ◦ 2001 there was a VON 00V362 � parts no longer available.

Replace pedestal at a cost of $368. C2 Batteries draining � will be discussed along with

PDM�s


C2 rear emergency exit door rusting at bottom of door◦ Possible issues: drain holes in bottom of door is plugged causing

moisture to be trapped within the door. Drill out hole to ¼� to allow drainage.

C2 E-Brake freezing◦ A new design and concept was introduced and tested last year and ◦ A new design and concept was introduced and tested last year and

will be put into production on the new C2 products effective April 2012◦ There is no update information at this time for retrofits on C2

product that is in the field today. We will keep you updated when this is released.


C2 Crossview mirror wearing holes in hood.◦ Two Service Bulletins were published in 2008 � Bulletin 2R and

8R2◦ These will be forward to Rick Penner who can forward to the

School Divisions C2 Front Bumper rusting PrematurelyC2 Front Bumper rusting Prematurely◦ No Service Bulletin on this concern at this time.◦ This is under review with Thomas today. Under base

warranty this is covered, providing that it is not caused by stone pitting. Pictures are required along with 3 quotes for pre-approval


Thermo pane windows leaking and fogging◦ This is a known problem with Thomas and other OEM�s. Window

rattling increases failure.◦ Thermo windows can also fail due to elevation level change from

manufacture to where the glass is being used. Pressure change causes issues with class separation. ◦ Warner is working with Canadian manufactures to provide us with ◦ Warner is working with Canadian manufactures to provide us with

glass that meets all Canadian Safety Codes along with correct seal of approvals.


Window Sashes and Glass availability◦ C2 Product � this is a shortage with our PDC�s and Warner

is working on increasing the amount of laminated glass to be stocked in Manitoba and in our warehouse in Regina. This product isn�t a common spec in the other western provinces◦ We are working with a Canadian manufacturer to provide us

with glass that meets all the Canadian Safety Codes


C2 � Cat engines � heating issues◦ Was unable to find any Service Bulletins on this concern. Will follow up on

this if we could get a serial number of the unit effected. C2 � MBE engines � oil dipstick incorrect size causing

incorrect amount of oil being added to vehicle◦ There is a Service Letter published by Detroit � oil level capacity

Service Letter 9-MBE900-5 Service Letter 9-MBE900-5 Steven Karalash will email this out and will also be included with the follow up

presentation. Air Stop Sign over extending and causing wire damage.◦ A letter from SMI came out in April 2009 about a defect with wires that

may cause the wires to separate.◦ This letter will be included with the follow up


C2 Air Crossing Arms � breaking ◦ There is not a Service Bulletins on this failure.◦ What we need from you, to help address this concern, are the following:

Serial number of the bus Serial number on the crossing arm Pictures of the failure Mileage of the Bus With this we can then contact Thomas and start working with this concern.


PDM�s Corroding ◦ This concern is known by Thomas and they have a fix for this issue,

installing a rubber grommet at the wiper arm gear on the driver side.◦ We are also working with Thomas on possible new location and a bracket,

this still is in the works


Front ¼ Fender cracking◦ In 2010, we worked with Thomas Engineering and we have 3 sets

of newly designed fenders in our market being tested. Once we have the data in, we will provide an update to the group.


customer performed warranty agreement (cpwa) - manitoba · pdm™s customer performed warranty...

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