FS-2013-01

Number:__FS-2013-01
Date:__March 6, 2013
Model: All
Approved:
Robert L. Birdwell, Executive Director
Quality Control & Field Service
Subject: Warranty Instructions
This bulletin will provide instructions for ordering warranty parts, filing warranty claims and
returning warranty parts.
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Warranty procedures are sent with packets of claims, but many properties use their own claim
forms and thus may not see these instructions.
These instructions are meant to clarify and simplify Gillig’s standard procedures for warranty,
but do not cover contractual differences as necessary.
How to order warranty parts:
1. Determine part(s) being ordered by referring to the parts manual for the specific bus in
question. If the part can’t be found or isn’t listed, you can call Gillig’s Warranty Parts
Specialist at 510-264-5076 or Warranty Administrator at 510-264-5078.
2. Call or email the Warranty Parts Specialist, (510-264-5076), between the hours of 5:00 am
and 3:30 pm, Pacific Time during the work week, or email the request to
“[email protected]“. Be prepared to provide the following information:
A. Gillig part number
B. Quantity
C. Description of part
D. VIN, (last 6 digits of VIN)
E. Mileage at failure
F. Description of failure
RLB:rlb
Gillig, LLC
25800 Clawiter Road
Hayward, CA 94545
(800) 735-1500
(510) 785-1500
FAX: (510) 785-1348
[email protected]
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If bus is within the base bus warranty, Gillig will ship the warranty part(s) to your location.
Parts will be sent prepaid, best way, (normally second day). If the part is needed there the
next day, it can be sent overnight and the difference of shipping cost will be charged back.
A goldenrod copy of the “Sales Order/Return Authorization” form will be mailed, and should
be returned with the defective part(s). Defective parts should be sent to:
Gillig, LLC
ATTN: RGA #______
25800 Clawiter Road
Hayward, CA 94545
PARTS THAT ARE REQUESTED TO BE RETURNED SHOULD BE SENT WITHIN 30 DAYS. IF
THE PART(S) IS NOT RETURNED WITHIN THAT TIME, THE COST WILL BE INVOICED BACK.
If the bus is outside the base bus warranty, but the failed component still has warranty due
from the supplier, the part will need to be purchased from Gillig’s Parts Department, which
can then be claimed on an “Application For Warranty” form. Gillig will roll that over to the
supplier, and whatever reimbursement the supplier makes will then be forwarded to the end
user.
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Part Return Procedure:
Defective part(s) should be returned to Gillig within 30 days of receipt of Gillig’s Return Goods
Authorization, (RGA).
All parts should be capped or plugged to prevent leakage, if applicable. Excess dirt or grease
should be removed to facilitate handling.
Parts should never be sent “COD”. Gillig may provide a call tag, or the shipping cost can be
included on the Application For Warranty.
Part(s) must be tagged with the following information:
A. Last 6 digits of the VIN
B. Date In Service & Mileage at Failure
C. Concise reason for removal
D. Bus Owner’s Name/Name of Transit Agency
Goldenrod copy of SALES ORDER/RETURN AUTHORIZATION must be included with part(s).
Either the goldenrod copy of Gillig’s Application For Warranty form, or a copy of whatever
warranty claim form is used should come back with the part(s).
How to fill out an Application For Warranty Form:
Because Gillig has to report each warranty claim to NHTSA in specific component “buckets”,
claims must have only one bus per claim and one defect per claim. Sometimes we can
process multiple buses per claim if all the VIN’s & mileages are listed and the failure and
repair times are identical.
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Because we use the information listed on the Applications For Warranty to detect failure
trends, and make improvements, failure descriptions such as “B.O.” and “Inop” or “Found
Bad” will not suffice. The reason for removal and any troubleshooting procedures should be
included to help expedite claims. We prefer the Repair Order be attached to the claim.
Warranty repairs exceeding standard repair times should have prior authorization to prevent
large cuts in reimbursement. To obtain prior authorization, please call the Warranty
Administrator at 510-264-5078 between the hours of 6 AM and 2 PM (Pacific Time).
Claims for normal replacement items, such as light bulbs, and mechanical adjustments are
not normally approved unless their failure was caused by a warrantable defect. In addition,
consumables such as belts, tires, brake linings and drums are not warrantable, unless their
failure was due to a warrantable defect of another component.
Warranty Claims should be submitted to Gillig within thirty days of the date of failure. Claims
can be mailed in to Gillig at:
Gillig, LLC
25800 Clawiter Road
Hayward, CA 94545
ATTN: Warranty Administrator
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Or emailed to: “[email protected]”.
Gillig will provide warranty claim forms when requested. Both ‘hard’ claims and an electronic
version of the Application For Warranty form is available.
It is not necessary to use Gillig pre-printed forms, but any form used will need the following
information:
#1 - Unique Claim Number, (must be pre-approved by Gillig Warranty).
# 2 - Date claim is being filled out
# 3 - Last six digits of the VIN
# 4 - Coach Number
# 5 - Bus Owner, or Bus Property Name
# 6 - Date bus placed in Revenue Service
# 7 - Odometer or Hub mileage at time of failure
# 8 - Date of Failure
# 9 - Where Repaired (if not at the owner’s property)
# 10 - If Claim concerns the Engine, the Engine Serial Number
# 11- If Claim concerns the HVAC, the Air Conditioning Unit Serial Number
# 12 - If Claim concerns the Transmission, the Transmission Serial Number
# 13 - Complete description of failure, (Repair Order preferred)
# 14 - Were any parts used? (Yes or No)
# 15 - Description of parts used with the Gillig Part Number
# 16 - Price of the part(s) unless provided by Gillig
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# 17 - Number of parts used
# 18 - Provide subtotal for each part
# 19 - Total all the parts used for this claim
# 20 - Provide contractual warranty labor rate
# 21 - Number of hours worked
# 22 - Multiply number of hours by the labor rate for the total labor claimed
# 23 - Work done by outside firm or tow to be entered and copy of invoice attached
# 24 - Total Sublet cost(s)
# 25 - Total amount for the claim
# 26 - If bus is in California and claim is emission-related, Engine Hours (from ECM or
hourmeter)
# 27 - Name & Contact Information of warranty person to answer any questions of claim
# 28 - Email or Phone Number for person having knowledge of claim
# 29 - Name & Contact Information of person who submitted claim
# 30 - Email or Phone Number for person who submitted claim
# 31 - Address of where to send reimbursement or parts credit.
See copy of claim with corresponding numbers to indicate where to put the above information
on Page 5.
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Gillig will pay at the direction of the bus owner, not the hired contractor or repair shop, until
and unless the bus owner directs it.
Gillig cannot pay an invoice not made out to Gillig, unless listed as a sublet on the claim.
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