KRAMER Gewährleistungsabwicklung Training 2011 XX ENGLISH

TRAINING 2011
Warranty
handling-
KRAMER WERKE
This presentation describes a
binding guideline for the handling
of warranty cases ...
2
KRAMER
WARRANTY
OPTIONS:
1. Standard Warranty: 1 Year 1000 h

2. >Security 24< 2 Years 2000 h
3. >Security 36< 3 Years 3000 h
4. >Powerline< 2 Years 2000 h
3
Basic conditions for processing
the warranty claim
1. Certificate of acceptance (COA)

2. 100h Service proof
3. Service certificates according to instruction
4
the warranty claim
1. The delivery confirmation has to be

entered on the Kramer web portal
It has to be created within 14 days after

delivery to the end user,or entry to rental
service!
5
the warranty claim
2. The 100h service confirmation
The 100h proof of service is a basic condition for a

warranty claim!
6
the warranty claim
3. The service manual
All service records are carried out according to the

instruction manual! All service work must be
performed by trained personnel!
7
Spare parts order for warranty
work
1. Warranty parts must be ordered on the

(SPARE PARTS) Kramer internet portal
2. Remuneration of warranties is recognized in

the billing
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Defective parts
Defective parts have to shipped without a
formal notice, freight prepaid, within 30 days to
Kramer or Wacker/Neuson! The sooner the
better!
WRONG!!!
1. Emptied
2. Cleaned
3. Complete mounted
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Defective parts
better!
WRONG!!!
10
Defective parts
better!
WRONG!!!
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Defective parts
Kramer or Wacker/Neuson!
4. Connections closed, Correct!!!

sealed
5. Defective points
marked
6. Marked as a return
item
12
Return of the old parts to
Kramer
All old parts must be marked with a return ticket!
Dealer address
Warranty claim number
Date
Part name Telehandler INC.
65101022 Telestreet. 123
Part number
12345 Township
1000051959 346030229
Switch 24.05.17
Return tickets can be ordered at
Kramer for free!
Reference: 1000165887
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Warranty claim via ICSS
Warranty claims must be created on the Neuson /
Kramer Internet Portal!
USE Internet
Explorer
Not MOZILLA
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Logon here
15
User
Password
Log on
16
Confirm the
news
17
Choose the
language
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Choose Warranty Claim 19

Confirm the security info

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1. Serial number
2. Click Display
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1. Open machine
2. Choose the
machine
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1. Choose Create
Request
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1. Red asterix
denotes
compulsory
information
2. Click on
Material-
number to
auto transfer
3. Ad the
amount
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KRAMER REIMBURSES:
210 Kilometers maximum and 3 h driving time maximum +
warranty relevant parts + checked and approved working time
KRAMER DOES NOT REIMBURSE THE FOLLOWING:

Wear and tear parts (filters, injection nozzles, glow plugs, brake
parts, etc.)
Hydraulic quick couplers, measuring points, all glasses (windows,
mirrors, lamps in and outside) cabin switches and fuses + signal
horns
Chains, teeth, tyres, etc. (anything what touches the ground)
Any liquids such as: coolant, brake fluid, oil, grease, fuel, hydr. oil.
Transport damages, + following costs out of salvage + transport
25
1. PLEASE MAKE
SURE, THAT
THE PROBLEM
DESCRIPTION
IS SUFFICIENT!
2. ALWAYS
MENTION THE
RELATED
FLASH Nr!
26
Here you can

attach
photos, etc.
When finished
click
Submit.
27
Confirmation = Warranty Claim number !!!

28
Do not forget to Logout
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Credit notes to
each warranty
claim can be
found here:
(Use the claim

search function)
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SHORT QUESTION:
HOW MANY OF YOU CURRENTLY USE THE
KRAMER EXTRANET & INFOPORTAL?
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SUMMARY:
To perform a proper handling of your

warranty claims, we ask you to
consider the following:
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The basis for general liability claims, the complete
service interval detection. Please provide appropriate
communication of the evidence (see also Flash
120_10A)
Warranty claims must be made within four weeks after

the loss event
Please write at the end of the claim text the town and
zipcode where the machine has been repaired
Defective parts must be delivered within four weeks of

the date of repair (following defective parts need not be
returned to the batteries, radiator supports, engine
rubber mountings, all the old parts from flash
retrofitting, as mentioned in the FLASH)
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Please enter always the serial number of the
component -when it got reasealed or replaced- at
the end of the error description (see also Flash 089-
10A)
Please document the damage such as leaking

joints, faulty electrical connections and plug leaks in
applications below 100 hours with meaningful
photos, which you attach to the warranty application
(see also Flash 115-10A)
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Appeals regarding rejected, or
reduced warranty claims must be
made within four weeks of post inbox!
35
PART RETURNS
New spare parts can be taken back to our spare

part warehouse by prior arrangement only.
RETURN OF THE FOLLOWING ITEMS IS NOT

POSSIBLE :
Seals, O-rings, seal kits, electrical parts, special

purchases, items without specific name or
replacement part numbers.
36
THANK YOU VERY MUCH FOR
YOUR ATTENTION!
37

KRAMER Gewährleistungsabwicklung Training 2011 XX ENGLISH

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TRAINING 2011

1. Standard Warranty: 1 Year 1000 h

1. Certificate of acceptance (COA)

1. The delivery confirmation has to be

It has to be created within 14 days after

2. The 100h service confirmation

The 100h proof of service is a basic condition for a

3. The service manual

All service records are carried out according to the

1. Warranty parts must be ordered on the

2. Remuneration of warranties is recognized in

4. Connections closed, Correct!!!

Choose Warranty Claim 19

Confirm the security info

KRAMER DOES NOT REIMBURSE THE FOLLOWING:

Here you can

Confirmation = Warranty Claim number !!!

Do not forget to Logout

(Use the claim

To perform a proper handling of your

Warranty claims must be made within four weeks after

Defective parts must be delivered within four weeks of

Please document the damage such as leaking

New spare parts can be taken back to our spare

RETURN OF THE FOLLOWING ITEMS IS NOT

Seals, O-rings, seal kits, electrical parts, special

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