WB08-X-001G

BULLETIN NUMBER:
WB08-X-001G
IMPORTANT SERVICE
INFORMATION FOR:
 SERVICE MANAGER
 SERVICE ADVISOR
 TECHNICIAN
 PARTS DEPARTMENT
 WARRANTY PERSONNEL
ISSUE DATE:
JUNE 2016
GROUP:
MISCELLANEOUS
CV WARRANTY PARTS CENTER/CORPORATE PARTS RETURN
SYSTEM ANNOUNCEMENT (POLICIES AND PROCEDURES)
AFFECTED VEHICLES



All Isuzu Commercial Vehicles
2010 and Prior GMC/Chevrolet W-Series Medium Duty Vehicles
2009 and Prior 7.8L 6HK1 Isuzu Diesel Engines (LG4/LF8)
This bulletin supersedes warranty bulletin WB08-X-001G. This bulletin is being
revised to update policy information – Core Reimbursement section and the Parts
Waiver Form. Please discard previous bulletin WB08-X-001G.
This bulletin provides instructions with regard to the Isuzu Commercial Vehicle (CV) Warranty
Parts Center in the areas of parts retention, parts preparation for shipping, and administration.
NOTE: Effective September 1, 2013, dealers/service centers must return the requested
parts to the CV Warranty Parts Center within 20 days of notification of the request.
The CV Warranty Parts Center process is used to obtain parts replaced by Isuzu Dealerships
and Isuzu Engine Certified Service Centers (excluding Canada) to enable Engineering to
perform root cause analysis of customer product concerns. The CV Warranty Parts Center
issues part return requests to the dealership/service center to obtain the desired parts. Effective
September 1, 2013, dealers/service centers must return the requested parts to the CV Warranty
Parts Center within 20 days of notification of the request. Failure to comply with the request
may result in partial or complete chargeback of the claim associated with the request.
Chargebacks for non returned parts are processed automatically by the CV Warranty Parts
Center computer systems. To ensure compliance with these requirements and avoid a
chargeback situation, it is highly recommended that an individual (and a back-up person) be
assigned the responsibility of processing these requests as quickly as possible.
NOTE: Requested parts received after a chargeback has been initiated (late parts) will not stop
or reverse the chargeback process.
INFORMATION
Requests - “Part” or “Repair Order Only”
When a part (with repair order copy) or repair order ONLY is needed, the request will be
communicated through the Isuzu Communication System (ICS). The requests will be posted in
the “Warranty Parts Return Requests” section. Refer to the sample report provided.
Part Preparation for Shipping
All parts related to a request should be returned together. The area of defect should be clearly
marked so the area of concern can be easily identified. Ship each request in a separate box.
DO NOT SEND MULITIPLE REQUESTS IN THE SAME BOX. Copies of the “request”, repair
order (legible copies of both sides of the hard copy including technician notes/comments) and
an Isuzu Warranty Parts tag must be attached to each part sent to the CV Warranty Parts
Center. The claim number pertaining to the requested part should be highlighted. Place the
folded paperwork in a plastic packing bag with the highlighted claim numbers facing out. The
bag containing all paperwork must be securely attached to the appropriate part. This process
will assist in the processing and crediting the dealership/service center for returning the part in a
timely manner.
When possible, the container from the new/replacement part should be used for the return of
the failed part. However, all previous shipping labels should be removed or covered prior to reuse. (Leaving a prior shipping label exposed can cause errors in shipping.) Be sure to use
ONLY boxes without hazardous materials labeling to return NON hazmat parts. Parts containing
or soaked by fluids, such as oil or fuel, MUST be thoroughly drained, wiped clean and placed in
an appropriate packing container and securely packaged to prevent leakage or contamination.
Transfer all caps and plugs from the new part to the replaced part for shipping. Use only clean
dry boxes to return parts. Boxes that have absorbed oil or other fluids should not be used to
return parts.
Be sure to package parts to avoid damage during shipping. Bubble wrap or other protective
packing material may be needed. It is important that parts arrive in the same condition they
were when removed from the vehicle.
Parts Retention and Requests
The Service Policy and Procedure Manual (SP&P) states all warranty parts are to be turned into
the parts department by technicians for tagging, retention and/or return. This includes all parts
with core charge as well as all parts for repairs performed by a sublet shop. Retain for
inspection all warranty parts for a minimum of 30 days from the FINAL claim payment
notification or until scrapped by an Isuzu representative, whichever occurs first. Parts
(excluding parts with core charge) not requested within the 30 day retention period, or scrapped
by an Isuzu representative, MUST BE DAMAGED BEYOND FURTHER USE AND SCRAPPED
BY THE DEALER/SERVICE CENTER. Parts with core charge not requested within the 30 day
retention period should be returned for core credit as outlined in the Dealer Parts Policies and
Procedures Manual. Under no circumstances are warranty parts to be installed on any vehicle
sold at retail or salvage, or used in any other application.
IMPORTANT: Do not return parts to the core consolidator until after the 30 day retention period
has expired.
Daily or after the claim is paid, the dealer/service center should check the Warranty Parts
Return Request screen in ICS for “parts” or “repair order ONLY” requests. This screen will
identify the paid claims with open requests. From this screen the request details (packing list)
can be viewed and printed. A copy of this claim detail (pack list) must be returned with the
requested parts. Sample images are provided below. All CV Warranty Parts Return requests
take priority over returning cores to the Core Return Center. If the part return system did NOT
request the part, then per the Isuzu SP&P manual, parts with core charges should be returned
to the appropriate core return center, and parts without core charges should be scrapped locally.
IMPORTANT: Do NOT return parts to Isuzu that were not requested. Unsolicited and/or nonIsuzu parts returned to the Isuzu CV Warranty Parts Return Center will become the property of
Isuzu Motors America and may be scrapped.
Requested parts should be shipped/post marked no later than 20 days from the date requested.
The number of days the warranty parts request has been open is displayed on the far right
column of the “Warranty Parts Return Requests” section of ICS. Parts should be shipped using
the most readily available delivery company (UPS, Federal Express, US Mail, etc.) at the most
economical rate. Overnight or 2nd day delivery should never be used when returning parts
requested by the CV Warranty Parts Center. Cost for overnight, 2nd day or other expedited
delivery methods will not be reimbursed by Isuzu.
Parts Waiver Request
On those rare occasions when a requested part is not available for return, use the attached
Parts Waiver Request Form to provide an explanation to Isuzu why this part is not available.
Forms must be completed, signed by your DSPM or authorized Isuzu representative and
received by the CV Warranty Parts Return Center within 20 days of the part requested date.
Waivers received after 21 days will not be considered.
Fax a completed and signed Parts Waiver Request Form to the fax number listed on the form.
(Refer to form at the end of this bulletin.) Please note that not all explanations will prevent a
chargeback.
Repair Order Only Requests
If a “Repair Order Only” request is received, return legible copies of the R.O., including
technician comments, directly to the requester using the mailing address provided on the CV
Warranty Parts Center request. DO NOT RETURN PARTS on this type of request. When
returning “Repair Order Only” requests, only use REGULAR 1st Class Postal Service mail. Do
not use Registered, Certified or Insured mail of any type.
Core Reimbursement
If a part with a core charge is requested by the Warranty Parts Center (excluding IQC collected
engines and transmissions), the dealer can submit that core cost as a “Credit” to the original
claim after the part has been received by the Warranty Parts Return Center.
When an engine or transmission is collected by the IQC, upon receipt of the core, the IQC will
request AIPDN to issue core credit back to the dealer. Do NOT attempt to add core value for an
engine or transmission to a warranty claim. This action will result in a chargeback of the claim.
Freight Reimbursement
Dealers/service centers may claim for reimbursement of actual shipping cost for one “parts with
repair order” return per Z7200 claim. If your computer system allows adding a labor operation
to the original repair order once it is closed, simply add the labor code of Z7200 to claim that
repair’s “part and repair order” return (using the same R.O.#, VIN, mileage, etc.). If your
computer system does not allow adding a labor operation to a previously closed R.O., a new
repair order must be opened to submit each Z7200 claim. In that case, the original R.O.
number must be referenced on the new R.O., and use the same VIN, mileage, etc. that was on
the vehicle at the time of repair.
Labor Hours
Dealers should submit their actual time used to process WPC part return requests, up to a
maximum of .3 hour per claim. For "repair order only" requests, up to .2 hour can be submitted.
The time requested for reimbursement depends on the complexity of the request as determined
by the dealer. If other labor hours (OLH) are required, dealers must obtain DSPM approval.
IMPORTANT: For all CV Warranty Parts center claims be sure to attach a copy of the request
from the weekly claim status report and shipping invoice to the repair order.
Use normal claim submission procedures and Labor Operation Z7200 for warranty part return
reimbursement. Enter all shipping cost into the “Freight” field when submitting the claim. Enter
labor hours into the “labor Hrs” field. Only these fields should be used for reimbursement. Any
other entries may delay claim payment.
All related documentation, including a copy of the CV Warranty Parts Center return request,
must be retained for future reference in accordance with the Isuzu SP&P manual.
Important Isuzu CV Warranty Parts Center Information to Remember
CV Warranty Parts Center Fax
657-295-4061
Isuzu Dealer Support Network (IDSN)
877-478-9828
Request Communication
ICS Warranty “Warranty Parts Return
Request”
Isuzu Warranty Parts Tag (part no.)
2-90184-220-0
CV Warranty Parts Center Shipping Address
Ship all parts to:
CV Warranty Parts Center
1600 S. Claudina Way
Anaheim, CA. 92805
TEL: 657-295-4011
FAX: 657-295-4061
ICS Warranty Parts Return Request Screen-Samples
ICS Main Menu:
View Request Screen
3
4
1
2
Legend
1. Select a specific claim
2. View packing list
3. Request Search Function (by status, by date)
4. Status:
a. Open (RED) – New request
b. Open (Black) – Open request viewed at least one time by dealer
c. Prtl Rcpt – 100% of the requested parts were not received by the CV WPC
d. Chgd Bck – CV WPC did not received the requested part within the policy
guideline
e. Rcvd – 100% of all requested parts were received by the CV WPC
f. Canc – Isuzu cancelled this part request
Request Packing List – Sample
Parts Waiver Form
Parts Waiver Request Form
Date:________/_________/___________
Subject: Parts Waiver
To: Isuzu CV Warranty Parts Center
1600 S. Claudina Way, Anaheim, California 92805
FAX: 657-295-4061 / TEL: 657-295-4011
We are unable to fulfill the Isuzu CV Warranty Parts Center request asking for parts
replaced on behalf of Isuzu Commercial Truck of America for the following reason(s).
Important: Parts should only be sent to the Isuzu CV Warranty Parts Center or released by
the Isuzu organizations listed below:
- District Service Parts Managers (DSPM)
- Brand Quality Manager
- Field Service Engineer
- Warranty Parts Center Manager
- Technical Assistance
Please remove the following from the outstanding request listing:
REQUEST PROGRAM CODE
CLAIM NUMBER
R.O. NUMBER
VIN
DEALER CODE
DEALER NAME
DEALER CITY, STATE
DEALER TELEPHONE
DEALER EMPLOYEE
ISUZU AUTHORIZED INDIVIDUAL
ISUZU EMPLOYEE PRINTED NAME
ISUZU EMPLOYEE TITLE
ISUZU EMPLOYEE SIGNATURE
ISUZU EMPLOYEE PHONE NUMBER
(_________)
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