SB1564

SERVICE BULLETIN
SB1564
ADDRESSEES
: Owners and operators
VEHICLE MODELS
: All vehicles
MANUAL CHAPTER
: 1.01 Complete vehicle - General
BULLETIN TYPE
: Service information
DATE
: February 7th, 2024
SUBJECT
: How to file a warranty request?
CONDITIONS
: This service bulletin does not entitle to any reimbursement.
APPLICATION
The service information, subject of this bulletin, applies to all vehicle models.
INTRODUCTION
Van Hool feels very strongly about quality and constantly focuses on product improvement. This is
why we would like to ask you to provide us with the correct information as quickly as possible when
filing a warranty request. A fully documented diagnostic is key in this process. The more precise
and complete the supplied information is, the quicker we can finalize your request, with financial
compensation when applicable. For this reason, follow the procedure below as closely as possible.
PROCEDURE
Step
1
Action
Check whether the repair works fall under the current warranty conditions.

2
Easily wearing and maintenance-prone parts are excluded from warranty: 24Vsystem batteries, bearings, seals, brake linings, carbon brushes, clutch, wiper
blades, tyres, shock absorbers, rubber mountings, air bags, exhaust system, ...
 Software updates, roadtests and adjustments are also excluded from the warranty
as standard.
 Maintenance and repair notes can be claimed at all times.
Identify the petitioner:
3
 Dealer and/or workshop address
 Warranty request date
Identify the vehicle:



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Construction number (last five digits of the chassis number)
Client name
Taking-into-service date
Fault date
Speedo reading
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4
Give an accurate and complete description of the complaint and mention the exact
circumstances under which it occurs:


5
Evidence such as photos and videos can be a very important aid at this stage.
Give a full description of the diagnosis.






6
Version according to driver/client
Version according to technician
Does the on-board diagnostic system contain active faults?
If not, go to the next step.
If so, note the fault codes on the warranty request and go to the next step.
Analyse the problem. If applicable, use the diagnostic equipment available with
our supplier. If applicable, note any fault codes present. Carry out the necessary
measurements before dismantling.
Provide the relevant serial numbers and/or attach a photo of identification plates.
Motivate all the actions you undertake. Justify any exceptional job times.
Store any “error logs”, “log files”, “diagnose protocols”, “screenshots”, test results
(for example batteries), videos and photos and add them to the warranty request.
For useful tips and instructions, consult the "Service documentation" menu on the
Van Hool customer portal. This page offers a view of all the available documents for
you to consult/download.
Repair the fault.

7
Only replace the components that absolutely have to be changed in order to
remedy the problem. Store these parts for at least 60 days.
 Erase the current fault codes and check whether the repair has been carried out
properly.
 If parts are requested to be returned, they must be ready for transport within 14
days, labelled with the labels provided in the warranty system.
File the warranty request with all the supplements in the usual way.
The warranty request has to reach Van Hool for further treatment within 14 days after
the intervention. All the supplements have to refer clearly to your warranty request.
A request for more information (CLI) must be provided within 14 days, in order to
process the warranty request in a fast manner.
HELP DESK
If you have any more questions, address your usual contact person at the Service Department or
at your local Van Hool Service Point.
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DISCLAIMER
The procedures contained herein are not exclusive. Van Hool cannot possibly know, evaluate, or
advise the transportation industry of all conceivable ways in which a procedure may be undertaken
or of the possible consequences of each such procedure. Other procedures may be as good, or
better, depending upon the particular circumstances involved. Each carrier who uses the
procedures herein must first satisfy itself thoroughly that neither the safety of its employees or
agents, nor the safety or usefulness of any products, will be jeopardized by any procedure
selected.
VAN HOOL CUSTOMER PORTAL
Consult the customer portal regularly for the latest service documentation. In addition to the
maintenance manual, you will also find the operating manual and the spare parts catalogue of your
vehicle on the customer portal. The customer portal is accessible through www.vanhool.be, only
with a code (password) from Van Hool. If you do not have a password yet, request it by using the
link on the Van Hool website.
INFORMATION HANDLING
Important additions and modifications regarding technical information not yet included in the
manual will be communicated through Service Bulletins.
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