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1. General information
2. Document overview
This document describes the following:
1. General information...................................................................................................................................................... 1
2. Document overview...................................................................................................................................................... 1
3. Purpose ........................................................................................................................................................................ 2
4. Principles ..................................................................................................................................................................... 2
4.1. General .................................................................................................................................................................... 2
4.2. Warranty coverage .................................................................................................................................................. 3
4.3. Limitation of Liability ................................................................................................................................................ 3
5. Warranty periods .......................................................................................................................................................... 4
5.1. Warranty period on Parts ......................................................................................................................................... 4
5.2. RCE engine warranties (non Atlas Copco Engines) ................................................................................................ 4
6. Reporting ..................................................................................................................................................................... 4
7. Reimbursement ............................................................................................................................................................ 5
8. Modification campaigns................................................................................................................................................ 5
9. Defective parts handling............................................................................................................................................... 5
10. Cross border sales ....................................................................................................................................................... 6
10.1. Cross border sales re-imbursement......................................................................................................................... 6
4. Principles
4.1. General
Efficient handling of the Customer Centre claims for technical warranties is part of the Atlas Copco Quality image.
Technical warranties cover defects caused by faulty design, material and workmanship, only if:
• The product is used for the purpose for which it is designed.
• The product is installed, operated and maintained according to the instructions issued and published by the Product
Companies.
All warranty claims from the end-users are handled by the Customer Centres directly or via third parties authorised to do so
by the Customer Centres, and shall not be delayed by possible internal disputes on responsibilities or reimbursements.
It is the responsibility of the CC to establish routines for claim handling and reimbursement between the CC and its local
third parties in case such are used.
The RCE Division specifies clearly the technical warranty terms for each of their products and major components of the
product. The Customer Centres shall take into account, the requirements of their markets irrespective of the warranty terms
specified by the RCE Division. However, the following principle should be strictly followed in all the Customer Centres:
• Parts required for warranty jobs have to be ordered over the normal supply chain. Parts are never delivered from
the Product Companies or RCE Division “free of charge”.
• The cost of warranty repairs taken by the Customer Centres should be booked as warranty and reported back to
the RCE Division, only if the defect has occurred within the technical warranty periods.
The costs are subject for compensation from the RCE Division according to the rules specified in the warranty
reimbursements
The costs of warranty repairs taken by the Customer Centres for defects occurred out of the warranty period as specified by
this policy should be booked as Customer Centre goodwill. The Customer Centre decides how to split the goodwill between
service goodwill and/or equipment goodwill. These costs are not subject to any compensation from the Product Companies
and should be limited to exceptional cases.
Exclusions:
6. Reporting
Warranty Reporting is an important element of Quality Assurance System for the Product Companies as a tool to deliver fast
and accurate information on technical performance of the products in the field. This to enable the Product Companies to
take appropriate measures and to eliminate the defects of their products.
All costs arising from technical problems within warranty period must be reported by the CC and acted upon by the
PC
To qualify for reimbursement the following conditions must be met:
1.
The machine must be shown as commissioned in the warranty reporting system.
2.
The warranty report with failure date within the warranty period.
3.
Accurate serial and part number data.
4.
Detailed problem description should be submitted as soon as possible but no later than 30 days after the repair
date.
For each claim the CC shall provide detailed information (e.g. work order, spare part order number, external invoices).
Should the CC fail to update a claim with requested information within given timeframes, the PC may adjust the claimed
value or deny the claim in total.
The final reported warranty cost in the Warranty Reporting System shall be equal to the warranty costs booked in the CC
financial system. Warranty denied by the PC but approved by the CC shall not be booked as warranty in the CC financial
system.
They shall be booked as Goodwill costs. This is valid only for the CC warranty reporting to the PC and not for the CC normal
financial warranty accounting. In addition to above reporting and depending on the magnitude of warranty costs in any CC,
the CC shall be capable of supplying more detailed warranty reporting, if required by the PC.
It is the responsibility of the CC to continuously report all warranty cases into the Warranty Reporting System (WOL). In this
report the Warranty Cost Information shall be filled in completely. When the CC has the final cost from the closed Work
Order it shall filled in as final cost in the Warranty Claim report.
The final costs shall be specified in parts (ex works cost level), labour (hours spent).
The reimbursement is entirely based on the costs reported as final costs in the Warranty Reporting System. All PC
approved warranty costs will be reimbursed to the CC monthly from the PC. Warranty claims will be reviewed and
approved by the PC Technical Service Manager.
It is considered that the local Atlas Copco Service Staff has all the technical know how to handle all warranty cases. All
warranty shall be done in a cost efficient way. The condition for reimbursement is correct reporting within the timeframe as
described in this policy. The final decision to reimburse the warranty costs will be taken by Product Company after the
reports are verified. The cost will be compensated by means of a Credit Note issued by the Product Company. The credit
notes are issued in the same month as they are reported.
Failure reports containing incomplete or incorrect information will lead to NO reimbursement of the claim. The claim will be
put on "WAITING" and the reporter will be requested for additional information. After clarification with additional information
the claim will be reconsidered. Claims "WAITING" without further information after ONE month will be “REJECTED”.
No invoicing is allowed from the Customer Centres to the RCE division, as far as warranty costs are concerned, unless on specific
request of the RCE responsible in the Product Company.
8. Modification campaigns
Modification campaigns initiated by the Product Company’s are published via Service Bulletins (SB). Parts are ordered over
the normal supply chain. Each bulletin involving cost compensation, describes in detail the reporting principles and the way
the cost is compensated to the Customer centres. If applicable, the costs will be handled and reimbursed together with the
other warranty claims.
In all cases there is an end date for carrying out modification campaign. If the action is completed after that date, no
reimbursement will be paid, although the action still must be carried out.
Replaced parts are owned by the PC and must be handled in such a way that no additional damage is caused, all parts are
included and that they are as complete and unopened as possible. On hydraulic components all connections must be sealed
to avoid contamination internally. All returns must be clearly marked with the corresponding Warranty Report RMA number
and be returned to PC not later than 30 days after request.
NOTE – Warranty reimbursement can be denied if claimed parts are not available or returned in an unreasonably
poor condition.
Scrapping of parts
If the parts are not requested back within the above mentioned definition they can be scrapped locally.
Any part or complete unit, which is exchanged and not returned to PC, has to be scrapped locally under responsibility from the local
Service Manager. This has to be done in a professional way in order to avoid that pirates get hold of it.
Cost associated to travel and miscellaneous need to be discussed and agreed with the selling CC prior to any cost are
taken.