Items changed since last RDO Warranty Process …myportal.rdoequipment.com/Central Warranty/Documents/Warranty/_R… · Items changed since last RDO Warranty Process update ... C&F

RDO Warranty Process

RDO Equipment Co. – Internal Use Only (updated December 2017)

1

RDO WARRANTY PROCESS Updated April 2018

Items changed since last RDO Warranty Process update

April 2018 Update

Parts Warranty Submission – W99 (p. 18-19)

Battery Warranty template (p. 17)

Battery Warranty terms (p. 20)

PowerGard Residential Comprehensive claims pay fixed travel (p. 40)

December 2017 Update

PIP and Parts Warranty Job code template

C&F Deductible – refer to Extended Warranty Covered Component Chart

Vermeer Extended Warranty Type codes

Update screen shots from John Deere Warranty System

March 2017 Update

Removed SPG verbiage and updated Warranty Reimbursement Guides

Updated Special Allowance process (p. 28)

Updated premium code verbiage to type codes

Updated C&F Parts pricing (p. 9)

General ledger accounts updated (p. 53)

REMAN Warranty terms (p. 32)



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Table of Contents Items changed since last RDO Warranty Process update ......................................................................... 1

April 2018 Update................................................................................................................................. 1 December 2017 Update ......................................................................................................................... 1 March 2017 Update ............................................................................................................................... 1

Opening Warranty Work Order ................................................................................................................. 4 Open the Work Order Header ............................................................................................................... 4

Verify Machine Warranty Status ...................................................................................................... 4 Checking Warranty Information Directly from Deere or Vermeer .................................................. 6 Identifying the Engine Type (Engine Tier) [Deere Only] ................................................................ 6

Open the Segment – Diagnostics .......................................................................................................... 7 Open the Segment - Repair ................................................................................................................... 8 Check for PIP/Campaign Status .......................................................................................................... 11 Deere PIP/ Vermeer Campaign Job Codes ......................................................................................... 14

Warranty Job Code Templates ................................................................................................................. 15 Descriptions for Deere Warranty Job Code ........................................................................................ 15 Basic and Extended Warranties / Special Allowances ........................................................................ 15 Parts Warranties .................................................................................................................................. 16 PIPs… ................................................................................................................................................. 16 Battery Warranties .............................................................................................................................. 17 Vermeer Warranties ............................................................................................................................ 17 Mass Channel Warranties ................................................................................................................... 17

Special Warranty Procedures .................................................................................................................... 18 Over the Counter Parts or Life Time Tool Warranty .......................................................................... 18 Battery Warranties .............................................................................................................................. 20

Free Replacement Battery Steps..................................................................................................... 21 Proration Battery Warranty Steps................................................................................................... 22

Air Conditioner Compressor Repairs - Deere ..................................................................................... 25 Product Improvements (PIP’s) ............................................................................................................ 25 Special Allowances ............................................................................................................................. 27

Special Allowances Definitions: .................................................................................................... 27 Goodwill and D-Claim’s ................................................................................................................ 28 All other Special Allowances ......................................................................................................... 29

Engine Warranties (OEM’s) ............................................................................................................... 30 110 Tractor Loader Backhoe (TLB) ................................................................................................... 31 AMS Products ..................................................................................................................................... 31 JD Reman Warranty Periods ............................................................................................................... 31 Portable Products (C&CE) .................................................................................................................. 32 Adjustments (C&F) ............................................................................................................................. 32 Painted Parts (C&F Parts received in Hitachi Orange) ....................................................................... 33 Mass Channel [Lowes and Home Depot] ........................................................................................... 33

Setup Procedures (PDI’s) ............................................................................................................... 33 Follow-up Procedure – (100% store process) ................................................................................ 34 Online Orders ................................................................................................................................. 36

John Deere Promise Returns – Ag & Turf Equipment ........................................................................ 37 Prepare the Work Order for Warranty Submission ............................................................................... 38

Verify Completion of Work Order ...................................................................................................... 38 Condition, Cause and Correction ........................................................................................................ 38 Travel/Hauling Time ........................................................................................................................... 40 Freight Charges ................................................................................................................................... 40 Deductibles ......................................................................................................................................... 41 Core Returns ....................................................................................................................................... 42 Retaining Parts Removed from a Warranty Repair ............................................................................. 42 Labor Adjustments – SLA’s (Service Labor Allowance) and Warranty Adjustments/ Reduction ..... 43

Ag Reimbursement Guide .............................................................................................................. 46 C&F Reimbursement Guide ........................................................................................................... 48



3

Vermeer and Topcon Reimbursement Guide ................................................................................. 51 Submitting to Central Warranty ............................................................................................................... 52

Reimbursement Coding ....................................................................................................................... 53 Warranty Receivables Subledger .............................................................................................................. 54 Recalled Parts - ***STORE PROCESS*** ............................................................................................. 55 Selling Extended Warranties ..................................................................................................................... 57

Purchasing Secure (C&F) and PowerGard (Ag) Extended Warranties ............................................... 57 Purchasing OEM Extended Warranties .............................................................................................. 58

Shortline Processes to Submit to the Manufacturer ................................................................................ 59



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Opening Warranty Work Order

Open the Work Order Header

Open the work order to the customer who owns the machine

Let the system default the work order # to the next sequential number

Find and select the stock/serial number of the machine. It is RDO Equipment Co.

policy that the correct stock number/serial number matching the unit being repaired is

selected and sent to the vendor.

▪ Contact the Sales Support Team (SST) if a serial number is incorrect

▪ For a Deere warranty, ensure the serial # is 17 or 13 characters as CDK will

not allow transmission to the John Deere Warranty System (JDWS)

Verify Machine Warranty Status

Even if the customer says the equipment is still under warranty it is essential to always check the

warranty status to verify. Check the John Deere Warranty system or Vermeer iWarranty if the

warranty information is not loaded into CDK.

Check the warranty status of the machine by clicking on the (i) next to the stock

number within the open work order. The basic expiration date and extended

expiration date (if applicable) will be displayed.

Additional warranties will be available in the box in the

equipment profile, including if the machine qualifies as RDO Promise.



5

Deere Machines

Warranty expiration dates for John Deere machines are automatically updated nightly

in CDK. Below outlines the different Warranty Types:

Common Deere Warranty Types Additional Deere Warranty Types Code/Type Description Code/Type Description

B Basic C Wear

D Default F Main Frame

E Engine J JD Promise

G Extended (Engine) Q Limited

H Extended (Powertrain and Hydraulics) U Factory Undercarriage

M Emissions V Max Life

P Extended (Powertrain) W Wet Turn

S Structural

X Extended (Comprehensive)

Vermeer Machines

Warranty expiration dates for Vermeer machines are updated weekly in CDK from

Vermeer Compass/iWarranty. If a machine is missing warranty expiration dates

check iWarranty to see if it has been registered as only registered machines will

display warranty expirations.

Vermeer standard basic warranty will be split into two subtypes; 1 or 2. Below

outlines the different Warranty Types:

Vermeer Warranty Types Code/Type Subtype Description

B 1 Basic - First 6 months or 250 hours

B 2 Basic - One year or 1,000 hours

B P Premium Basic - One year or 1,000 hours

C+ Confidence Plus

PM Planned Maintenance

PM 2 Planned Maintenance 2

PM 3 Planned Maintenance 3

I P Industrial Extended Warranty - Parts Only

I PL Industrial Extended Warranty - Parts and Labor

Y Hydrostatic

PO Pre-Owned

E Engine Extended Warranty

PL Parts and Labor

UE Used Equipment Warranty

EX PM All Planned Maintenance Intervals Complete

EX P Expired Extended Warranty



6

Checking Warranty Information Directly from Deere or Vermeer

If the warranty dates are not listed in CDK they are available on the Deere and

Vermeer websites. A good practice is to verify warranty dates directly from the

vendor website. To access complete the following:

Deere

Access John Deere Warranty System via https://jdwarrantysystem.deere.com

(recommended browser is Google Chrome)

Click ‘Product Tracking’ on top menu bar

Enter serial number in PIN box and click magnifying glass

Or use the following link http://warrantyreports.deere.com (does not shows suspended units)

Vermeer:

Access iWarranty via https://portal.vermeer.com/

Click ‘Go To’ from the left menu option

Click ‘Warranty Info’

Enter serial number in VIN box and click ‘Go’

Identifying the Engine Type (Engine Tier) [Deere Only]

John Deere adopted a standardized 17 PIN serial number which includes an identifier

for the type/Tier of engine. The 11th character of the PIN is designated for the engine

type.

John Deere Ag and C&F Pins will have different designators, but both will be the 11th

character. Use this designator when determining the warranty coverage and SPG

(C&F only).

Example:

1DW744KXHED658860

NOTE - Certain early 17 character PIN machines may not have one of these letters as the standard was

not completely in place right away.

C&F PINs Ag PINs 11th Character Description 11th Character Description

A Non-Certified B Non-certified

B Tier 1 / Stage I C Tier 1/ Stage I

C Tier 2 / Stage II D Tier 2 / Stage II

D Tier 3 / Stage IIIA L Tier 3 / Stage IIIA

E IT4 / Stage IIIB R IT4 / Stage IIIB

F FT4 / Stage IV U FT4 / Stage IV

G IT4 / Stage IIIA (19-56kW)

H FT4 / Stage IIIA (19-37 kW)

J FT4 / Stage IIIB (37 -56 kW)

K FT4 (8-19 kW)

https://jdwarrantysystem.deere.com/

http://warrantyreports.deere.com/

https://portal.vermeer.com/



7

Open the Segment – Diagnostics

If diagnostics are required for a warranty repair, open a separate warranty segment

using type code ‘F’. Do not open a diagnostic segment if the failure is apparent (i.e

external leak/break, PIPs/Campaigns, etc.). Any time associated with diagnosing a

repair(s) should be posted to this segment with thorough diagnostic steps performed

added to the ‘Correction’ field.

Actual technician time should be reported to our manufacturer partners for proper

reimbursement. Therefore, no SLA additions should be entered (only SLA

deductions are acceptable).

C&F Only

Routine basic diagnostics (i.e. visual inspection of external leaks, searching

DTAC, etc.) should not be claimed. Record basic diagnostic time on separate

segment and expense internally. Refer to SAM 70.15 for further details.

To receive reimbursement for diagnostic hours during Default, Basic, Emissions

or Extend Warranty a Capstone certified technician (level 2) must perform the

diagnostics. The certified technician, however, does not have to perform the

repair. Any technician can complete the repair.

o Annual performance goals, calculated by major repairs, need to be met to

qualify and receive reimbursement on Basic and Extended warranty claims:

▪ Metric 1 (all C&F machines) = 60%

▪ Metric 2 (Production Class Equipment) = 70%

Diagnostic Examples: Air conditioning system not operating properly:

-Checked blower motor 30A fuse (F44) and it is working properly.

-Checked the blower switch by checking continuity between pins on switch per Service Advisor and it

is operating properly.

-Checked the blower motor resistor by checking continuity between pins per Service Advisor and it is

operating properly.

-Checked blower motor for proper operation. OK

-Checked air conditioning freeze switch by applying 12 V to pin A and grounding pin C. Voltage on

pin B was correct.

-Check the air conditioner mode switch by measuring continuity between terminals 2 and 3 and

terminals 5 and 6 of the 10 pin connector on mode switch (S9). Continuity was not present between

terminals 2 and 3 indicating the air conditioner mode switch will need to be replaced.

Machine has code ECU 000647.03:

-Checked machine via Service Advisor Remote to verify code. Cleared code and it came back.

-Checked connectors Y5005 for the variable speed fan and X5503 for ECU. Both were in good

condition and free of corrosion.

-With machine powered off, checked resistance between pin 1 and pin 6 of connector Y5005 on the

variable speed fan.

-Resistance was out of specification indicating the solenoid will need to be replaced.



8

Open the Segment - Repair

Choose Status of ‘Warranty’

Enter a short general description of the repair in ‘General Description’ field

o Example: Transmission Repair

Enter the correct warranty parts pricing code OR

o Click on the warranty parts pricing magnifying glass

o Enter ‘WARR’ in the Select Search 1 or 2 field

o Choose the appropriate pricing for the type of warranty work completed



9

The following diagrams explain which warranty parts pricing to use per warranty:

C&

F W

arr

an

ties

Warranty Type Pricing # Pricing Name Reimbursement

Basic WARCE001 JD – C&F Basic Pricing Cost + 20%**

Extended

Engine WAREX001 JD - All Extended Warranty John Deere List

Powertrain WAREX001 JD - All Extended Warranty John Deere List

Powertrain and Hydraulics WAREX001 JD - All Extended Warranty John Deere List

Comprehensive (Full) WAREX001 JD - All Extended Warranty John Deere List

Special Allowance

Dealer (D) No warranty Pricing - Retail

Deere Issued (Goodwill) No warranty Pricing- Retail

Factory Initiated (Product) WARST001 Shortline/G&P Allowances Cost

Structural WARCE001 JD – C&F Basic Pricing Cost + 20%**

Emission WARCE001 JD – C&F Basic Pricing Cost + 20%**

PIP WARMD001 PIP's/Mod's/IK Kits Cost

Parts Warranty WARCE001 JD - C&F Basic Pricing Cost + 20%**

Battery

90 Day - Full Replacement WARST001 Shortline/Anything at Cost Cost

After 90 days - Prorated No warranty Pricing - Retail Proration

OEM Engine WAREN001 JD - OEM Engine Pricing John Deere List

All Shortlines WARST001 Shortline/Anything at Cost Cost

AG

Wa

rran

ties


Basic WARAG001 JD - AG Basic Pricing Cost + 20%**

Extended:

Powergard/Powertrain WAREX001 JD - All Extended Warranty John Deere List

Special Allowance:

Dealer Authorized (D) No warranty Pricing - Retail

Deere Issued (Goodwill) No warranty Pricing - Retail

Factory Initiated (Product) WARST001 Shortline/Anything at Cost Cost

Emission WARAG001 JD - AG Basic Pricing Cost + 20%

PIP

WARMD001 PIP's/Mod's/IK Kits Cost

Parts Warranty WARAG001 JD - AG Basic Pricing Cost + 20%

Battery:

90 Day - Full Replacement WARST001 Shortline/Anything at Cost Cost

After 90 days - Prorated No warranty Pricing – Retail Proration

Mass Channel

Lowes or Home Depot WARAG002 JD - Mass Channel (C&CE) Cost + 30%

OEM Engine WAREN001 JD - OEM Engine Pricing John Deere List

All Shortlines WARST001 Shortline/Anything at Cost Cost

**NOTE: Maximum reimbursement of $500 per part



10

Ver

mee

r


Basic

First 6 months / 250 hours WARV2001 Vermeer Premium Basic Pricing Cost + 15 %

First year /1000 hours WARVR001 Vermeer Basic Pricing Cost

Special

Drill WAREX001 JD - All Extended Warranty List

Extended

Confidence Plus WAREX001 JD - All Extended Warranty List (15% additive)

Parts Warranty WARVR001 Vermeer Basic Pricing Cost

**NOTE: Parts additive maximum reimbursement of $500

Top

con


Basic

WARTC001 Topcon Warranty Pricing Cost

If the warranty parts pricing is added after there are parts on the segment make sure to

adjust the parts pricing for outstanding parts.

Select the correct type code for the repair type (i.e. 1A =CE shop).

Select the appropriate rate code.

o For Ag locations Rate codes 7-10 will have a 1.0 (no) multiplier.

o All warranties should be opened to a rate code with a 1.0 (no) multiplier

Select the appropriate warranty job code (template) or copy and paste directly from

the Central Warranty Portal site

o Click on the Job Code magnifying glass.

o Type ‘warr’ in the Select Job Code Number box and delete the Make/Model #.

Choose one of the following:

▪ Basic and Extended warranties = WARR DEERE

▪ Parts warranties = WARR PARTS

▪ Special Allowances = WARR SPECIAL

▪ Home Depot = WARR HOMEDEP

▪ Lowes = WARR LOWES

▪ PIPs = WARR PIP

▪ Shortline warranties = WARR DEERE

▪ Battery warranties = WARR BATTERY

- Refer to battery warranty section for more details

▪ Vermeer = WARR VERMEER



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Click save

o Load the Job Code Description to the Correction box by clicking on the link

underneath the correction box: ‘Click here to copy job code description’

Click on the Job Code Magnifying glass again; load the applicable Deere SPG/MST

or VE job code

o C&F – the Deere SPG must be selected

o Ag – the MST should be selected, if no MST exists than an estimate will have to

be used.

o VE – only 4 digit VE job codes are accepted (with the exception of campaigns

and travel)

Click save

o This will override the ‘WARR DEERE' job code and insert the required job code,

leaving the warranty template intact.

To load the job code description, click on the link underneath the correction box:

‘Click here to copy job code description’

o Any descriptions provided will be inserted after the warranty template in you

segment description.

Fully enter in information in the warranty template for each repair segment

Check for PIP/Campaign Status

John Deere PIPs

A daily PIP report is saved and can be accessed using the following link:

http://myportal.rdoequipment.com/Reports/reports.cfm. The report also captures JD

Link coordinates for specific units and shows which location is the closest. In

addition to the daily report, open PIPs can be accessed via the work order or within

the JDWS.

CDK

When clicking to create a segment an Open PIP dialogue box will appear showing all

open PIPs associated to the serial number. NOTE: A best practice is to verify directly from

the JDWS as CDK may contain errors.

http://myportal.rdoequipment.com/Reports/reports.cfm



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We can also check to see if there are any open PIPs within a work order at any time:

Click into a segment and select JD Warranty from Work Order Options in the upper

right hand corner

Select the proper contract number that the machine information will be listed under.

o ERS: 17**** – Do not use; for whole goods use only

o AGR – Agricultural contract

o CED – Construction and Forestry /Industrial Contract

o CWP – Consumer Work Products/Skid steers

o CCE – Commercial and Consumer Equipment Contract (CP)

Click Retrieve PIPS or Retrieve Open PIPs to obtain PIP information.

Retrieve PIPS is the best option as it will return the complete PIP history for your

machine. All safety (S), Mandatory (M) and Fix as Fails (FAF) PIPs will display.

The PIP number, title and status will also display.

o Click on the PIP number to see more information on the PIP. The Expiry date,

PIP kits and Labor allowed will be listed.

Retrieve Open PIPS will return all open PIP’s with the Expiry Date on the front

screen. This screen, however, will not display any Fix as Fail PIP’s.



13

John Deere Warranty System (JDWS)

Serial Number Specific:

Click ‘Product Tracking’ from menu bar

Enter PIN and click magnifying glass

If Open PIPs exist, click green ‘Open PIPs’ link for additional information

OR

Click PIPs from menu bar

Search by PIN or PIP Number

Vermeer Campaigns

A weekly Open Campaign report is saved and can be accessed using the following

link: http://myportal.rdoequipment.com/Reports/reports.cfm. In addition to the

weekly report, open Campaigns can be accessed via iWarranty.

Within iWarranty, click on ‘Go To’ on the left hand navigation pane

Click ‘Warranty Info’

Enter VIN and click Go

Authorized Campaigns and Status will appear

OR

Within Vermeer Compass, click the Warranty Tab

Click ‘Field Campaigns’ on the left hand side

Access Warranty Reports or Field Campaign Incentive Program Reports for a variety

of Campaign reports

http://myportal.rdoequipment.com/Reports/reports.cfm



14

Deere PIP/ Vermeer Campaign Job Codes

Job Codes are loaded in CDK for Safety and Mandatory John Deere PIP’s; as well as

Safety and Mechanical Vermeer Campaigns. Details for the job codes include:

John Deere PIPs

The Job code number is the PIP # [Example – 12PX056]

All PIP job codes display PIP in the section search field.

All required parts are listed in the job code parts list

Vermeer Campaigns (IK Kits)

The job code number is the Campaign Code [Example – IK013110]

All Campaign/IK Kit job codes display IK in the section search field. o NOTE: If no IK kit needed, job code may be loaded by bulletin number

The Service Bulletin # is listed in the job code description [Example – SVC2015-091,

Loop Temp Kit]

Fix or Fail PIPs and recommended Vermeer campaigns will not have a specific job code

loaded in CDK. Please e-mail the Standard Job Pricing Analyst

([email protected]) with pertinent information to load the codes or correct

codes. Only use the generic job code # RDO-580-PIP for isolated instances.



15

Warranty Job Code Templates

The warranty templates are designed to provide a list of required information for a

warranty repair. The template should be loaded into the segment description so

technicians and service advisors can fill in the information throughout the warranty

repair. After pulling in the template, the correct MST, SPG, or Vermeer job code should

be loaded into the segment. Since these are only templates they do not count towards the

Standard job pricing goals. All warranty templates have a job code number starting with

“WARR”.

Descriptions for Deere Warranty Job Code

Failure Type Code Descriptions:

Code Description Code Description Code Description

1 Bent/Twisted/Misaligned 16 Omitted/Missing BATTERIES ONLY:

2 Blown 17 Other 71 Dead Cell

3 Broken/Cracked 18 Out of Adjustment 72 Defective Case

4 Burned Out/Up 19 Overheated 73 Reversed Polarity

5 Calibration 20 Pin Hole/Porous 74 Would not Hold Charge

6 Loose 21 Pressure Low/High 75 Other battery

7 Collapsed/Plugged 22 Routing TRACK WARRANTIES ONLY

8 Corroded/Pitted 23 Scored/Grooved 81 Loss of Tread Lug

9 Cut 24 Short/Shorted 82 Loss of Guide/Drive

10 Electrical connection 25 Slipping 83 Broken Cable

11 Electrical Failure 26 Software/Reprogram 84 Delamination

12 Improper Fit 27 Stripped 85 Other Track

13 Lack of Power 28 Struck/Seized

14 Leaked 29 Vibration

15 Oil Consumption 30 Worn

Basic and Extended Warranties / Special Allowances

Job Code # WARR DEERE ============================================================

Failure Part #:

General Repair (Fail) Area:

Failure Type Code:

DTAC Case / Solution #:

Diagnostic Hours:

============================================================



16

Job Code # WARR SPECIAL

============================================================

Special Allowance Claim Type:

Failure Part #:


Failure Type Code:


Diagnostic Hours:

Basis for Settlement:

Payment Breakdown:

-Customer:

-RDO:

-Deere:

============================================================

Parts Warranties

Job Code # WARR PARTS ============================================================

Previous W/O:

Previous W/O Date:

============================================================

Failure Part #:

Part Hour of use:


Failure Type Code:


Diagnostic Hours:

============================================================

PIPs

Job Code # WARR PIP ============================================================

PIP #:

Total Miles Traveled (C&F Only):

============================================================



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Battery Warranties

Job Code # WARR BATTERY ============================================================

Part # of Failed Battery:

Failure Code:

If TY battery listed above, enter the following:

- Original Date Sold:

- Original Invoice:

============================================================ Note: If Pro-Rated battery, please attach battery calculator to Multimedia tab or email [email protected]

Vermeer Warranties

Job Code # WARR VERMEER ============================================================

Causal (Failed) Part:

Diagnostic Hours:

Pre-Approval Attached (Y/N)

============================================================

Serial Numbers for Pumps, Motors, Controllers

Old SN:

New SN:

============================================================

QNF Info/Additional Notes:

Mass Channel Warranties

Job Code # WARR HOME DEP ============================================================

Home Depot – Mass Channel – PDI

Retailer Name:

Purchase Order #:

Setup Date:

Approval Date:

Store #:

Store Invoice # (ref 3):

------------------------------------------------------------

Serial #'s Set Up:

-

-

-

Job Code # WARR LOWES ==============================================================

Lowes – Mass Channel – PDI

Retailer Name:

Setup Date:

Approval Date:

Store #:

------------------------------------------------------------

Serial #'s Set Up:

mailto:[email protected]



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Special Warranty Procedures

Over the Counter Parts or Life Time Tool Warranty

As a general rule, John Deere and Vermeer warranty parts are to be free from defects

in material and workmanship for a specific time period. Use the following resources

as a general rule:

o Click for list of JD Ag Repair Parts Warranty Terms

o Click for list of JD CE Repair Parts Warranty Terms

o Vermeer parts carry a 90 day warranty, with the exception of Hydrostatic pumps

and engines, they carry a 1 year or 1,000 hours of use

Reminder - The customer must return a failed part in order to process a warranty claim. If a unit

has remaining machine warranty coverage, work with the service department to create a work

order for proper tracking in lieu of a parts ticket. After receiving the failed part and

verifying warranty coverage complete the following steps to submit an over the counter

parts warranty:

1. Open a parts sales order in CDK.

Open the sales order to the customer receiving the part.

Enter your sales id in the Salesperson field.

Enter the machine in the unit one field. This can be done if a stock number exists

in CDK for the machine. To check if there is a stock number click on the

magnifying glass next to unit one, then click the magnifying glass next to the

stock number. If the serial number displays in the list, select that stock number.

If no stock number exists for the machine, skip to the next step.

Add the part(s) to be warrantied in the Details tab. Change the cash code to 3

[WARRANTY] for each part; parts should be added to the sales order at Sell

Price.

A part that has an associated core will display REM in the price fieldWarranty Parts need

to be Cash Code 3

Cores - Include any core parts if applicable return to the parts sales order before

submitting to Central warranty.

o Return the core by entering a -1 quantity for the part number ‘CRxxxxxx’.

The JD warranty system will automatically deduct the price of the core when

the warranty is paid.

If the part needs to be ordered do so from this sales order. The sales order will

stay open as a hold ticket until the part is received and the warranty is submitted.

Do not complete step 2 until all parts are receipted.

Do not invoice the ticket, the Central warranty team will invoice it

http://myportal.rdoequipment.com/Central%20Warranty/Documents/Warranty/Ag%20Parts%20Warranty%20Statement.pdf

http://myportal.rdoequipment.com/Central%20Warranty/Documents/Warranty/C&F%20Parts%20Warranty%20Terms.pdf



19

2. Complete the Parts Warranty Form

Completely fill out the Parts Warranty or Life Time Tool Warranty (if applicable)

electronic form located in the Parts Warranty Claim section on the right side of

the Central Warranty Page on the Employee Portal. It is essential that the sales

order number (created in step one) is entered on the form.

Submit the form

3. Submit Open Ticket for Processing

Update Salesperson to W99 and add your ID to the responsible box (or ship via)

to submit open sales order for processing

o If warranty processor sends back for follow-up question, the order will be

placed back in parts specialist ID. Once corrected, update Salesperson

back to W99.

Central Warranty will review and submit the claim as long as:

o All parts on the sales order have been receipted in

o The warranty form is fully completed

If no follow-up required, claim will be submitted and parts invoiced



20

Battery Warranties

There are two types of Deere battery warranties:

1. Replacement Batteries - Replacing a battery that was purchased from a John

Deere dealer.

2. Factory Installed – Replacing batteries originally installed from a John Deere

factory.

Each battery has a ‘warranty code’ listed on the top label of the battery which will

identify the time frame of the free replacement periods and the proration period for

that battery (if applicable). Refer to the below chart for warranty terms and the

WAM/SAM manuals for complete battery details.

BATTERY WARRANTY TERMS

Warranty

Code

Factory Battery (Basic Warranty start

after Nov 1, 2016)

Factory Battery (Basic Warranty start before

Nov 1, 2016)

Replacement Battery

Free Free Pro-Rated Free Pro-Rated

A 18 Months 6 Months 40 Months

B 12 Months 6 Months 36 Months

C 6 Months 24 Months

D 12 Months 12 Months 36 Months

E 6 Months 12 Months

F 90 Days 60 Months

G 12 Months 60 Months

H 12 Months 60 Months

6 6 Months 6 Months 6 Months

12 12 Months 12 Months

18 18 Months 18 Months

24 24 Months

48 48 Months

Per WAM 70.60 Batteries



21

Free Replacement Battery Steps

Parts Department Submission

Complete the following steps to submit full 100% replacement battery warranty from the

parts counter:

1. Open a parts sales order in CDK.

Open a sales order to the customer receiving the battery.

Enter your sales id in the Salesperson field.

Enter the machine in the unit one field.

o This can be done if a stock number exists in CDK for the machine. To check

if there is a stock number click on the magnifying glass next to unit one, then

click the magnifying glass next to the stock number. If the serial number

displays in the list, select that stock number. If no stock number exists for the

machine, skip to the next step.

Add the battery (s) to be warrantied in the Details tab. Change the cash code to 3

[WARRANTY] for each line item; all items should be added to the sales order at

Sell Price.

Cores – All batteries require a core, the core must be returned to the ticket.

o Return the core by entering a -1 quantity for the part number ‘CRxxxxxx’.

If the battery needs to be ordered do so from this sales order. The sales order will

stay open as a hold ticket until the part is received and the warranty is submitted.

o All parts on the sales order need to be receipted in before submitting to

Central warranty.


2. Complete the Battery Warranty Form – [Replacement 100% Reimbursement]

Completely fill out the appropriate electronic form located in the Battery

Warranty Claim section on the right side of the Central Warranty Employee Portal

Page. Options include:

o 100% Replacement

o Factory Installed - 100% Replacement

Submit the form and enter W99 in SMN of open ticket and place your SMN# in

responsible box. Central Warranty will process and email the Deere claim #



22

Service Department Submission

Complete the following steps to submit full replacement battery warranty from a

service repair work order:

The battery warranty should be on a separate segment opened to warranty status

On the parts requisition enter the following:

o Post the battery for the appropriate quantity

o Parts Specialist - Credit the core(s) back to inventory

Deere will NOT cover labor to remove and install a ‘Replacement’ Battery; the

labor time needed to install the battery should be on a separate segment and

charged to the customer or to the appropriate RDO G/L account.

Complete Job Code template WARR BATTERY and submit to Central Warranty

(W99).

Proration Battery Warranty Steps

To calculate the $ amount that the customer owes use the battery calculator, which

available on the right side of the Central Warranty Page. Please attach to Multimedia

or e-mail to [email protected].

Parts Department Submission

After determining the customer’s $ responsibility, two parts tickets will need to be

created.

1. Parts Ticket #1 – Customer responsibility

Open a sales order to the customer buying the battery.

In the Details tab:

o Post the Battery part #(s) and credit the core(s)

o Post electrolyte if applicable

o Enter the part # ‘BATPRORATE’ as a negative quantity for the amount

Deere will pay for the battery.

The remaining balance should be invoiced to the customer.

2. Parts Ticket #2 – Warranty Responsibility

Open a sales order to the customer receiving the battery.

Enter the machine in the unit one field.

In the Details Tab:

o Enter the part # ‘BATPRORATE’ for a positive quantity for the same

amount in the first parts ticket. Change the cash code to 3 [WARRANTY]




23

3. Complete the Battery Warranty Form

Completely fill out the appropriate electronic form located in the Battery

Warranty Claim section on the right side of the Central Warranty Employee Portal

Page. Options include:

o Prorated Replacement

o Factory Installed - Prorated Replacement

Submit the form and enter W99 in SMN of open ticket and place your SMN# in

responsible box. Central Warranty will process and email the Deere claim #.

Service Department Submission

Complete the following steps to submit a Prorated Replacement battery warranty

from a service repair work order, two segments are required:

Segment (A) – Customer or RDO responsibility

The battery warranty should be on a separate segment opened to the customer or

internal status if RDO is covering the proration.

In the Parts requisition enter the following:

o Post the battery for the appropriate quantity

o Parts Specialist - Credit the core (s) back to inventory

o Enter the part number ‘BATPRORATE’ as a negative quantity for the amount

Deere will pay for the battery

Segment (B) – Warranty responsibility

In the Parts requisition enter the following:

o Enter the part number ‘BATPRORATE’ as a positive quantity for the amount

Deere will pay for the battery

Deere will cover labor to remove and install a Factory Installed Battery; the labor

time needed to install the battery should be on this segment. Up to ½ hour of

diagnostics and ½ hour of repair will be covered per battery, any differences will

be written off to MWD service.

Complete the Job Code template WARR BATTERY and submit to Central

Warranty



24

Warranty Battery Process Flow Chart

Is the battery warrantable? Bill customer or internalNo

Yes

NoIs the battery pro-rated?

Yes

Open Parts Invoice - Customer- Post JD battery- Return battery core

- Post electrolyte if applicable- Enter part # BATPRORATE as a negative quantity for the amount Deere is covering- Invoice Customer

Open Parts Invoice - Warranty- Enter part # BATPRORATE as a positive quantity for the amount Deere is covering

using cash code 3- Submit applicable battery warranty form to Central Warranty (do not invoice)- Central Warranty reviews, fi les claim, &

closes invoice

PARTS:

Warranty Segment- Enter part # BATPRORATE as a positive quantity for the amount Deere is covering

- Record labor, if applicable (1/2 hour diagnostics & 1/2 hour repair covered), for Factory Installed- Complete WARR BATTERY template

- submit to W99

Customer/Internal Segment- Post JD battery- Return battery core

- Post electrolyte, if applicable- Record labor, if applicable, for replacement battery- Enter part # BATPRORATE as a negative

quantity for the amount Deere is covering

SERVICE:

Open Parts Invoice -Warranty (cash code 3)

- Post JD battery

- Return battery core- Post electrolyte if applicable- Submit applicable battery

warranty form to Central Warranty (do not invoice)- Central Warranty reviews, fi les claim, & closes invoice

Customer/Internal (if applicable)

-Record labor

- Close segmentWarranty Segment

- Post JD battery- Return battery core

- Post electrolyte, if applicable- Complete WARR BATTERY template

- submit to W99

PARTS: SERVICE:



25

Air Conditioner Compressor Repairs - Deere

When replacing an air compressor for and Ag or C&F machine the following are

required to receive warranty payment:

o Dual State Flush must be performed along with the use of appropriate solvents

o A New Receiver/Dyer must be replaced

o Evacuate and Charge the system

These steps MUST be followed or else there will be no warranty reimbursement.

Deere Service Advisor recommends that a flush is only required for ‘catastrophic’

compressor failures; however, if the failed compressor is under warranty then the

warranty steps requiring the flush will supersede the recommendation of Deere

Service Advisor. See the WAM or SAM section 70.84 for more details.

Product Improvements (PIP’s)

All PIPs will be issued by John Deere

Complete instructions for PIP policies are available in the C&F SAM and AG WAM

manual.

PIP programs are available in DTAC. All published information for a PIP will be

located in the Solution section of DTAC. Search for the model and then the PIP

number.

Steps to Process a PIP

First - Read the complete PIP description from DTAC. This will provide the kit

number, the labor allowed, any extra replacement parts that can be claimed, and

any other allowances Deere will grant

Steps for completing the work order:

o Labor:

▪ Use the PIP number as the job code when opening the segment and the

WARR PIP template

▪ Adjust labor with an SLA to the amount allowed by Deere (unless approved

for additional labor).

o Parts:

▪ Use warranty parts pricing code WARMD001 – (PIP’s/Mod’s/IK KITS)

▪ Only PIP kits/ listed in the publication and possible replacement parts listed in

the publication can be claimed, any other parts will be rejected. If additional

parts/labor used:

- AG: Ensure Correction field outlines why

- C&F: Email PIP admin at [email protected] to request

approval (attach approval to multimedia tab)



26

o Travel: Record travel on a separate segment. If C&F, enter miles traveled on

repair segment warranty template. If claimable, travel will be reimbursed up to

the max of:

▪ CE & CWP: $450

▪ AG: Amount reimbursed is calculated by the average distance to the three

closet Deere Ag locations and will be automatically applied to the credit

memo

▪ CCE: $25

Submit to W99 for processing

o Reimbursement

▪ Kits at cost

▪ Replacement parts at cost +20%

▪ Allowed labor hours + 25% additive if meeting completion rate

- C&F: 97% completion rate as a dealer group

- Ag: 100% completion rate as a dealer group

PIPs completed after the PIP Expiration Date

o Mandatory Mechanical PIPs:

▪ The claim is accepted and will reimburse parts and labor

▪ No additives or travel time will be reimbursed

o Mandatory Safety PIPs

▪ The claim is accepted and will reimburse parts and labor. Travel will also be

reimbursed.

▪ Deere will not pay the 25% additive on missed safety PIPs



27

Special Allowances

Special Allowances are used when machine failed outside of warranty, but before a

component should have failed. Goodwill and Dealer Administered Special

Allowance work orders should be priced at RDO Retail Pricing. The special

allowance is truly a discount to the customer so retail pricing should be displayed; the

customer should see the value they are receiving with the repair. Differences incurred

from Goodwill and D-Claims will be expensed to Policy Adjustment parts, sales and

service evenly at 1/3, 1/3, 1/3.

Special Allowances Definitions:

Ag accounts See the WAM Manual for complete information on Deere policies for special allowances

o Dealer authorized claims [Submitted as Goodwill]

▪ Deere allows the dealer to issue a special allowance to resolve a customer

complaint if the following exists:

- Machine must be less than 5 years old and have less than 5,000 hours

- Machine must belong to the first owner

▪ Total Invoice must be $3,000 or less

▪ Customer should pay 1/3 or at least $200. Deere will split the remaining

portion with RDO up to $1,000 or 1/3 of the original invoice

o Special Allowances requiring prior approval [Submitted as Goodwill]

▪ Must be agreed upon with the Dealer’s TCSM prior to submitting to Deere

▪ After customer portion, remaining amount will be split between Deere and

RDO depending on the TCSM’s approved terms

C&F accounts See the SAM Manual for complete information on Deere policies for special allowances

o Dealer administered (D-Claims)

▪ Can be submitted without any prior approval

▪ Only replaced parts and Labor are covered. This also includes any outside

parts or labor.

▪ Parts will be covered at Retail (Sell Price). Labor is covered at Retail (full

rate). All other expenses will not be allowed.

▪ Deere requires an average customer contribution of 35% for all the D claims

submitted by a branch over a yearly basis; however it can vary on a per claim

basis.

▪ After Customer portion is deducted, Deere pays 65%, RDO pays 35%. Deere

contribution is calculated based on Deere List; RDO expenses the difference

between Sell and List.

o Goodwill claims

▪ Must be directed by TCSM

▪ Used for exceptions of instock units, rental units, or National Direct Sales



28

o Factory Initiated Policies (Product)

▪ Issued by Deere in DTAC cases as reimbursement for faulty equipment

▪ Available ‘FIP’ special allowances can be found in the C&F SAM manual

under the Factory Initiated Customer Allowance Process Section.

▪ Parts are paid at cost. Labor is paid according to SPG time.

Goodwill and D-Claim’s

Directions for completing D-Claim Allowance and Goodwill claims

C&F Only Use the C&F Special Allowance Form found on the Central Warranty

Employee Portal page to determine the breakdown of payment. Follow the

instructions listed on the spreadsheet and attach spreadsheet/ approval e-mails to

Multimedia tab.

o A DTAC case is required for a D-Claim. (Regular or Report Only)

Open segment to customer status. Do NOT use any warranty pricing; the parts

will be put on at RDO sell price.

o Central warranty team will do a mass change in the Parts and Labor billed

screen to switch all the parts and labor to a warranty status to allow

transmission of data to Deere and then switch it back to customer status prior

to invoicing.

o The Deere reimbursement is calculated using List pricing on the spreadsheet,

the difference between Sell and List is added into the RDO contribution.

Apply the customer discount in the work order requisition

o Customer segment: Enter (quantity ) -1 for part # SALLOWANCE using the

amount that will be discounted from the customer’s bill (The $ value entered

for the part number is the total that Deere and RDO will contribute)

o Warranty segment: Enter (quantity) +1 part # SALLOWANCE for the

amount Deere agrees to contribute.

o Internal segment: Enter (quantity) +1 part # SALLOWANCE for the RDO

contribution. Differences incurred will be expensed to Policy Adjustment

parts, sales and service evenly at 1/3, 1/3, 1/3 (GL = 745A#D##).



29

All other Special Allowances John Deere has some special warranty types that are required to be submitted as a

special allowance; however, they are treated like a normal claim.

Directions for completing Product claims

Product claims will be authorized by the Deere factory through a DTAC case.

The pricing will normally follow basic warranty claims unless otherwise stated in

the DTAC case. The claim will be submitted to Central Warranty with all

applicable information needed in a basic claim.

Directions for other C&F Special Allowances: StucturALL, Factory

Undercarriage, and Processing Policy’s.

Use the C&F Special Allowance spreadsheet to determine the breakdown of

payment with accordance from your TCSM, follow the instructions listed for

submitting on the spreadsheet. Attach spreadsheet and approval e-mails to

Multimedia tab.

The segment should be opened to warranty status and the warranty parts pricing

option should match the pricing allowed by each type:

o Stuctural [parts : cost + 20% ($500 cap/part), labor: Actual]

o Factory Undercarriage [parts: cost + 20% ($500 cap/part), based on wear, labor: Actual

bench labor only (R&I billed to customer)] o Processing Policy [parts: cost, labor: Actual]

If a customer payment is applicable, apply the customer discount in the work

order requisition

o Customer segment: Enter (quantity ) -1 for part # SALLOWANCE using the

amount that will be discounted from the customer’s bill (The $ value entered

for the part number is the total that Deere and RDO will contribute)

o Warranty segment: Enter (quantity) +1 part # SALLOWANCE for the Deere

contribution.

o Internal segment: Enter (quantity) +1 part # SALLOWANCE for the RDO

contribution.

Any differences will be expensed to MWD like a basic warranty.



30

Engine Warranties (OEM’s)

OEM Engines are submitted as a normal claim. Refer to DTAC solution 62946 for

more details and example about submitting an OEM engine warranty claim. In

general:

Labor should be split into separate sections, one for each element of a repair.

Examples include:

o R&R ENG = the time it took to remove the engine, after gaining “access” to it, and

then reinstall once repair is completed.

o ACCESS = time it takes to remove mounted equipment, hood, panels, shields,

exhaust systems, other area of a machine which is being repaired. This does not

include overcoming physical barriers that impede access to the machine and pertain

to where the machine may be located such as a barn or field or any barrier. A dealer’s

time for that function should be charged to the customer.

o DRN&FILL = large coolant systems, drain and fill.

o FLUSH = time for flushing a system.

o CLEANUP = cleaning up extensive oil/coolant leaks. (Up to 1 hour)

o BRKNBOLT = broken bolt needing to be drilled out which caused additional time.

o PAINT = painting time

o DYNO = allowable when required to diagnose the problem but not to verify the

accuracy of the repair.

o DIAGNOSE = diagnostic time needed to diagnose a failure.

o SOFTWARE =Labor time involved in programming an ECU, if required for the

warranty repair.

Travel is paid up to a max of $500 ($600 max for Marine Engines)

o Travel is not paid for the following OEM warranties

▪ Parts warranties

▪ Emission Warranties

Environmental Fees – Up to $50

Freight costs for machine down parts orders

Warranty coverage:

o 1st Year of Basic – unlimited hours

o 2nd Year of Basic – expires at 2,000 hours

o Parts pricing

▪ Normal, Extended or Emissions warranty – JD List

▪ Parts warranty –cost + 20% ($500 per part max)



31

110 Tractor Loader Backhoe (TLB)

The 110 TLB is considered a Commercial Unit (C&CE) but warranty can also be

submitted by a C&F dealer. Like certain OEM engines, split the labor into separate

sections, one for each element of a repair.

AMS Products

AMS products are submitted as a normal (basic) warranty under the serial number of

the AMS device.

See DTAC solution 64710 for complete details in submitting an AMS warranty.

o If you need to search for additional DTAC cases use “AMS” as the model.

o Solution 83340 lists the appropriate ‘PF’ part numbers

JD Reman Warranty Periods

JD Reman parts will have differing warranty periods depending on the type of

component and if it was installed by RDO Equipment or the customer.

AG REMAN WARRANTIES

Dealer Installed

Engines: 2 years or 2000 hours from the date of installation (Includes parts, labor, and

collateral damage)

All other components: 12 months/ unlimited hours

o These components include: Hydraulic, drive Train, and Electronic Controllers,

Fuel, Rotating Electrical and AC compressors

Customer Installed

Engines:

o 2 years / 2000 hours (1st year unlimited)

AC Compressors

o 90 days

All other components

o 12 months



32

C&F, MINING REMAN WARRANTIES

Dealer Installed

All Components: 12 months unlimited hours from date of installation (Includes parts,

labor, and collateral damage)

Customer Installed

AC Compressors

o 90 days

All other components

o 6 months / unlimited hours (if sold after 11/1/16, prior = 90 day terms)

Portable Products (C&CE)

Portable Power Equipment warranties are submitted as a parts warranty. The model

number should be entered as the UT number minus the UT prefix. See DTAC

solution 2382 for a list of Portable Power Equipment and their UT numbers as well as

the warranty period for each model.

See DTAC solution 17720 for more details and example about submitting a portable

power equipment warranty claim.

Units should be replaced instead of repaired if the repair costs are expected to exceed

70% of the cost price of the product

Adjustments (C&F)

Standard warranties

Adjustments due to wear, normal use, or periodic maintenance are not covered

Adjustments may be covered during standard warranty if a component IS outside

factory specifications due to a defect in material and/or workmanship

o The before and after settings or Measurements must be recorded in the claim

failure/correction to get warranty credit.

StructurALL warranties

The before and after settings of system or main relief valves are required to submit a

warranty

o Any adjustments made outside of factory specifications may compromise

structural integrity and will void all warranty



33

Painted Parts (C&F Parts received in Hitachi Orange)

Due to stocking and inventory issues, dealers could receive parts in Hitachi orange,

Deere yellow or just primer. If painting is required to match the color of the machine

being serviced, the dealer must file a parts claim (for paint and painting labor only).

When submitting a parts warranty claim, do not use the machine PIN if the machine

is still within basic or extended warranty. The key part should be the part being

painted.

Mass Channel [Lowes and Home Depot]

RDO locations supporting Home Depot or Lowe’s will be reimbursed for setting up

machines and following up with the customer after the sale. Only authorized dealers

can perform PDI’s for their designated Mass Channel (Lowes or Home Depot)

locations. The following procedures should be completed for each process.

Setup Procedures (PDI’s)

RDO is reimbursed $50 per PDI for each Lowe’s or Home Depot machine setup. It is

recommended Mass Channel PDI’s are performed in groups of 4 or more to create the

most efficient trip. The Central Warranty team will process the claim in the Deere

warranty system once the PDI’s are finished.

Stores without Ready to Mow

1. Open a work order for each trip to Lowes or HD

➢ Select stock # CUSTSTK

➢ Enter Mass Channel PDI for the History Description

2. Open one segment using premium code 16 and applicable Lawn and Garden Field

rate code. This segment will be used for the travel and PDI time.

3. Load the applicable ‘WARR LOWES’ or ‘WARR HOMEDEP’ job code

template.

➢ Complete all information on template for accuracy in warranty processing

4. Change the job code # to ‘RDO-500-001’ Mass Channel Set Up. Do not SLA the

technician, straight time will be recorded for the tech at the Lawn and Garden

Rate. The tech should log all time associated including travel and setup time to

this segment.

➢ Any difference not paid from John Deere will be wrote off to MWD-service

5. List the serial numbers that were setup in the template of the work order

➢ Best Practice – Scan list of serial numbers from the PDI sheet and add to the

MULTIMEDIA section of the work order as a cross-reference.

6. Submit to Central Warranty (W99)



34

Stores with Ready to Mow

1. Open a work order for each trip to Lowes or HD

2. Load the applicable ‘WARR LOWES’ or ‘WARR HOMEDEP’ job code

template.

➢ The technician’s time is recorded on the Ready to Mow work order

3. Enter the applicable part number on the parts requisition. The quantity should

reflect the number of units that were setup. Each part number in CDK has a sell

price of $50, part numbers in the system include:

➢ LOWES - PDI

➢ HOMEDEPOT - PDI

4. List the serial numbers setup in the work order template.

➢ Best Practice – Scan list of serial numbers from the PDI sheet and add to the

MULTIMEDIA section of the work order as a cross-reference.

5. Submit to Central Warranty

Follow-up Procedure – (100% store process)

The follow-up process is performed and processed at the RDO store location. RDO is

reimbursed $35 for each follow-up call performed. John Deere’s goal is to complete

all calls within 30 days of delivery date. A list of required follow-ups is available in

the JDWS by accessing Product Tracking and then Mass Channel Customer- Follow-

up.

Steps to complete the follow-up process

1. Complete required follow-up call(s) to the customer

2. Open a parts ticket to your RDO Store location (i.e. RDO Eq. Pasco All Dept.)

with your sales id.

3. Enter – Mass Channel in the Ship Via field

4. Enter the appropriate part number in the details tab (HOMEDEPOT-FLWUP or

LOWES-FLWUP) at $35/each.

a. Quantity should reflect the number of calls executed

b. Cash code should be ‘3’ for warranty

5. List serial number for each call completed in the comment tab of the parts ticket.

6. Invoice the parts ticket to warranty [CASH CODE 3]

7. Go to the Deere Warranty System - Product Tracking - Mass Channel Customer

Follow-up (left hand side under Reports section)

a. Select your location and click ‘Execute’

b. Each call required will be listed. Click ‘Create Claim’ to bring up the form.

Items that will need to be entered include:

i. Work Order 1 # - Enter parts invoice number from step 6 above

ii. Method of contact (phone, face to face or mail) and date

- A letter can be sent instead of calling; template available on the mass

channel page in DealerPath.

iii. The first/last name of who was contacted and if they are an owner or other



35

iv. Answer the three required questions. Select Yes or No if by phone or face

to face. Enter NA if by mail: 1. Do you have any questions about how to best use your mower?

2. Do you have any questions about how to best maintain this product?

3. Is there anything else we can help you with today?

c. Click Save/Validate

d. Click Submit

8. Central Warranty will code the credit memo when received from Deere



36

Online Orders

Customers may purchase a limited number of JD products directly through the Home

Depot Website. If the machine is delivered with freight damage accept the delivery

and follow the steps on the like below. http://dlrdoc.deere.com/service/en_na/support/masschannel/2014_thd_07_jan_freight_damage_dotcom.pdf

The following steps will occur in these situations (RDO responsibilities are in black):

1. Customer places internet order through www.homedepot.com

2. Customer receives email confirmation from THD

3. JD Order Fulfillment receives order

4. JD ships produce to RDO dealer

5. Order data transmits through eMarketing system to the Dealer

6. To receive email notifications: Dealers are asked to register for JD eMarketing

Online Sales

7. RDO store will call Customer to schedule delivery

8. RDO store conducts PDI

➢ Add a stock # into CDK for the machine serial; attach it to the customer

buying the unit.

➢ Close the work order directly to warranty; it doesn’t need to be submitted to

Central Warranty.

9. RDO store delivers unit to Customer

10. Provide one copy of the pre-printed Packing List to the customer:

➢ Have Customer sign second copy of the Packing List; RDO store to file as

proof of delivery

11. RDO Dealer educates Customer regarding Maintenance, Operation and Warranty

➢ Complete warranty Registration card with Customer; provide copy to

Customer

12. RDO store flags deliver to ‘complete’ in E-marking system indicating awareness

of the order. This action will discontinue email reminders for the order

➢ Link: DealerPath/Sales/Sales Management/Buy Online/Dealer login – Profiles

and Orders or click https://e-marketing.deere.com/dealer/index.do

➢ RDO will receive $145 credit on monthly statement

i. ($50 for PDI; $95 for Delivery) marked as THD – Home Delivery

ii. Extra delivery can be requested if $95 won’t cover our cost in delivery. Call

the Mass Channel Contact Center (MCCC) @ 877-264-9547.

13. RDO Store submits Warranty Registration in JDWS using the PFDI dealer

account number.

14. RDO Store completes Follow up after the Sale transaction [See steps for Follow

up in previous section, complete as described]

15. RDO Store returns E-crate. No usage fee if returned within 60 days.

http://dlrdoc.deere.com/service/en_na/support/masschannel/2014_thd_07_jan_freight_damage_dotcom.pdf

http://www.homedepot.com/

https://e-marketing.deere.com/dealer/index.do



37

John Deere Promise Returns – Ag & Turf Equipment

If customers are dissatisfied with a new purchase of qualified Ag & Turf units, they

may return the unit under the John Deere Promise. The John Deere Promise applies

during the first 30 days of ownership (10 days if commercial) by the original retail

purchaser and a $25, $50, $100, $200, $250, $300 or $350 credit will be received for

transportation costs and depreciation of the product.

Refer to the following link for complete details (DealerPath – Sales): JD Promise (No

questions return)

Steps to complete the JD Promise return:

1) Ensure unit is registered to customer in the JDWS

2) Create warranty work order – open two segments

➢ Warranty segment

i. Add part number + SALLOWANCE for amount Deere will reimburse

➢ Internal segment

i. Add part number – SALLOWANCE for same amount

ii. Use stock number GL account (downcosting of machine)

➢ Document all of the necessary items that will be requested on the warranty

submission in ‘Add Description’ box:

i. Delivery Date (refer to Traffic/Deal)

ii. Return Date (refer to Traffic/Deal)

iii. JDP reason (choose one) :

1. Didn’t like something about mower deck’s normal operation

2. Didn’t like something about the PPE’s normal operation

3. Didn’t like something about the tractors normal operation

4. Mechanical failure of PPE

5. Mechanical failure on attachment

6. Mechanical failure on tractor

7. No problem with machine, just decided not to keep

iv. JDP customer (choose one):

1. Decided to not make a purchase

2. Decided to purchase another brand

3. Exchanged for larger John Deer model

4. Exchanged for same type of machine

5. Exchanged for smaller John Deere Model

v. JDP Comments – document they story

3) Submit to W99 for processing/submission

https://dealerpath.deere.com/wps/myportal/dpath/Home/R4Home/DealerPathDept/!ut/p/a1/rVNLc4IwGPwtHjxCvkAk8Rjbji-q1WoVLkwgAWnlIVCn9tcXHK9inTG3JLs7m90vyEVb5KbiGEeiirNU7Ju9a3n2_NkacYKnbNW3gOPRAt4oBaCkBjg14GnIR4TaAMMFGcCYvs6nL0tmwthq5S_hwocri8Mt_ga5yA3SKq92yCmIF2RppdLKU6n3XXahFFpy8qQSe1Xkotp1QWDT7OuGThtiHsQSOYRJKxSh1CTziUakQTQBkmpSGEwp2vd7GF-Mtji5EdTZaAtkBRdAW5ZnQEtYE-RG-8yvi9sMkFvEHxjzxjlPfZNF9YkKVaEKfZeVFdoWKorLqjh3rUtV3-hBliCnfim95nO6NtH7ndG1C2J4tKDxaEF8t-DkH_8m_jwcXF5PbzOyP00fd41vnqzXCTNP2teSnexwNtOEz8Ds5cdfm_NO5w9-VLq4/dl5/d5/L2dBISEvZ0FBIS9nQSEh/?urile=wcm:path:/r4_content_en_us/sa-my_dealerpath/a1339.2.7/sa-pricing/sa-jd_promise_no_questions_return?contentIDR=c86bed93-19f4-422b-9db6-b3aed3df27f3&useDefaultText=0&useDefaultDesc=0

https://dealerpath.deere.com/wps/myportal/dpath/Home/R4Home/DealerPathDept/!ut/p/a1/rVNLc4IwGPwtHjxCvkAk8Rjbji-q1WoVLkwgAWnlIVCn9tcXHK9inTG3JLs7m90vyEVb5KbiGEeiirNU7Ju9a3n2_NkacYKnbNW3gOPRAt4oBaCkBjg14GnIR4TaAMMFGcCYvs6nL0tmwthq5S_hwocri8Mt_ga5yA3SKq92yCmIF2RppdLKU6n3XXahFFpy8qQSe1Xkotp1QWDT7OuGThtiHsQSOYRJKxSh1CTziUakQTQBkmpSGEwp2vd7GF-Mtji5EdTZaAtkBRdAW5ZnQEtYE-RG-8yvi9sMkFvEHxjzxjlPfZNF9YkKVaEKfZeVFdoWKorLqjh3rUtV3-hBliCnfim95nO6NtH7ndG1C2J4tKDxaEF8t-DkH_8m_jwcXF5PbzOyP00fd41vnqzXCTNP2teSnexwNtOEz8Ds5cdfm_NO5w9-VLq4/dl5/d5/L2dBISEvZ0FBIS9nQSEh/?urile=wcm:path:/r4_content_en_us/sa-my_dealerpath/a1339.2.7/sa-pricing/sa-jd_promise_no_questions_return?contentIDR=c86bed93-19f4-422b-9db6-b3aed3df27f3&useDefaultText=0&useDefaultDesc=0



38

Prepare the Work Order for Warranty Submission

Verify Completion of Work Order

Verify that the following is accurate:

All work is completed.

o The warranty template is completed with the proper data, including complete

detail for the complaint, cause, and correction.

o All labor is accounted for in scan history.

o All unused parts are returned to the parts department.

Condition, Cause and Correction

The complaint, cause, and correction are key components to all warranty submissions.

These should be as detailed as possible to give an accurate account of the warranty

repair. The better the three C’s are the better chance of receiving full payment for the

repair (minimum of 15 characters required).

Condition (Complaint) – This is what the customer reported as the problem with the

machine and the reason for the needed warranty repair.

o What was the symptom?

o How/where was the machine being used at time of failure?

o What Diagnostic Trouble Codes (DTC)?

o If a part broke or leaked, provide specific information about the location of the

problem

Cause – This is the result of our diagnosis (if applicable) and the reason for the

failure of the machine. The cause should be listed on each repair segment

o What manufacturing defect caused the failure and where?

Correction – This is the process that was needed to fix the cause. The correction

should describe and justify all the labor that was needed for the repair. The correction

should be listed on the diagnostic and repair segments. The correction should

include:

o A breakdown of the labor. Explain the steps we did to repair the machine and

describe each labor section you are claiming (provide detail in 4 to 8 hour

increments if repair exceeds 4 hours).

o DTAC case and solution number information if one was used.

o Major parts needed including the key part number should be mentioned in this

field as well.

o Any extenuating circumstances that may have cause additional labor or extra time

(referencing how much extra time).

o Describe how repair was verified.



39

Here are some examples of detailed complaint, cause and corrections.

Example 1 Complaint:

Customer reports loader control handle vibrates when released after

utilizing function

Cause:

Orifice (check) valves missing in circuits

Correction:

Checked loader control for handle "vibrating" when released after using a

function. Most pronounced when bucket leveler return-to-dig/carry control

kicks out. Checked reducing valve pressures and system pressures. Think

problem is with joystick control. Ordered new controller. Returned to

machine: installed loader controller and tested, problem still exists.

Removed pilot controller and installed original. Submitted DTAC case

12345; got reply to check circuit orifices (check valves). Discovered

control valve did not have orifices (check valves) installed. Ordered new

orifice valves. Returned to machine: disassembled, cleaned parts and

installed new orifice valves; reassembled, filled with oil, ran machine

and checked operations. All function normally and vibration has ceased.

Example 2 Complaint:

Customer stated the unit is leaking hydraulic fluid from the

transmission.

Cause:

Flywheel housing seal was defective and not sealing causing oil to bypass

and leak out between the housings.

Correction:

-Moved unit into the shop. -Checked unit for leaking hydraulic fluid. -

Checked unit for codes. -Cleaned oil leak areas. -Ran unit to see where

the oil leak was coming from. -Operated unit to temperature and noticed

the oil leak was coming from between the engine and transmission frame. -

Unit had to be split in order to find leak. - Drained coolant and oils.

(1 hr.)-Connected to the A/C system and recovered Freon. (.99 hrs.)-

Disconnected wiring, hoses, lines, and linkages. (1 hr.)-Removed

surrounding covers and components in order to remove cab. -Removed cab

and split unit from the center section. (5 hrs.)-Removed damaged flywheel

housing seal which was not sealing and causing oil to bypass and leak

out. (5 hrs.)- Cleaned areas and inspected housing for any other damages.

- Installed new seal and adjusted. (1 hr.)-Reassembled unit back together

and torqued hardware to specs. (2 hrs.)-Reinstalled cab assembly and

adjusted. (5 hrs.)-Reconnected hoses, lines, linkages, and etc.-Recharged

the A/C system. (2 hrs.)-Added fluids to specs.-Started, ran, and checked

unit for leaks.-Ran unit to operating temperature and unit is running

properly.



40

Travel/Hauling Time

Any travel or hauling time should be on a separate segment from the warranty repair

and it should be charged, as applicable, to:

o Customer (or dealer warranty if unable to bill customer (G/L=7430####)

o RDO Promise Travel (G/L=261050##)

▪ CE: First year of basic warranty on a sold unit and one year from the start of

the rental on a Rental Purchase sale.

▪ AG: First year of basic warranty (or 2 years if it is a tractor) and one year

from the start of the rental on a Rental Purchase sale (or two years if it is a

tractor). If extended warranty bought at time of equipment purchase,

travel/hauling will be covered, however, use part # POWERFIELD to zero off

the charge.

▪ VE: First year of basic warranty and one year from the start of the rental on a

Rental Purchase sale for non-towable units only.

o Shortline situations only - Sales MFG Warranty Difference (7420#2##)

DEERE DOES NOT PAY TRAVEL/HAULING ON BASIC OR EXTENDED

WARRANTY

o Exception: PowerGard Residential Comprehensive claims pay a $100 fixed travel

reimbursement when repairs are completed in the field

VE only pays $200 when within the first 6 months/250 hours or under

Confidence plus

Exceptions- Travel time is paid for PIP’s, campaigns, and OEM engine repairs. See

the PIP and OEM engine section for specific details

Freight Charges

Any freight charges incurred on a warranty work order MUST be added to the work

order and CHARGED out. Excluding a rare situation where Deere (or a shortline

vendor) pays the freight charge allowing the charge to be submitted to warranty, there

are two options for entering the freight charge.

Charge the freight to the customer. This is the preferred option; the customer should

be given options on repair times with the corresponding freight charges. If the

customer chooses to incur freight costs to speed up the repair time those charges

should be added to a customer segment.

Leave the freight charge on the warranty segment and write off to Parts Manufacture

warranty difference. If the customer is not willing to pay the incurred freight charges

then the charges should be left on the warranty segment and invoiced to the warranty

receivable account.



41

Deductibles

Extended warranties will have applicable deductibles for both Ag and C&F Products.

Deductibles are per repair event so all segments from a work order should be

submitted at the same time to prevent double deductibles. Deductibles should be

removed from the warranty segment and charged to the customer prior to submitting

the work order by doing the following:

Deductibles (if required) are accounted for by using the part # DEDUCTIBLE on the

parts requisition as following:

o - 1 quantity on the warranty segment for the amount

o +1 quantity on the customer segment for the amount or internal if rental unit using

G/L 7420#5## (Rental MFG Warranty Difference)

Link to Deere extended warranty site: https://ew.deere.com/extwrnty/

Ag Machines (PowerGard Protection) Refer to PowerGard Contract for complete info

o Deductibles will apply as follows

o Tractors – 0 – 54 PTO HP = $100

55 – 99 PTO HP = $250

100 + PTO HP = $500

All 4WD (9000 Series) = $750

o Sprayers, Combines, Cotton Harvesters and Windrowers = $500

o Commercial Mowing and Utility Vehicles = $0

C&F Machines Refer to the SAM Manual and Extended Warranty contract for complete info

o Deductibles are only applicable under Comprehensive Extended warranty. There

is no deductible if the machine is in Engine Extended, Powertrain Extended or

Powertrain with Hydraulics Extended phases of warranty.

o Machines in Comprehensive Warranty – Refer to Extended Warranty Covered

Component Chart to determine deductibles (found in SAM or Central Warranty

Portal Site). As a general rule:

o No deductible

- Engine Repairs

- Powertrain Repairs

o $200 Deductible applies

- Hydraulic Repairs

- Non Powertrain Repairs

OEM Engines See the SAM Manual for complete info

o 1st Year of Basic – no deductible

o 2nd Year of Basic – no deductible

https://ew.deere.com/extwrnty/

http://myportal.rdoequipment.com/Central%20Warranty/Documents/Warranty/C&F%20Extended%20Warranty%20Covered%20Components%20-%20Excel.xlsx

http://myportal.rdoequipment.com/Central%20Warranty/Documents/Warranty/C&F%20Extended%20Warranty%20Covered%20Components%20-%20Excel.xlsx



42

o Basic warranty runs out at 2,000 hours during the second year

o Extended warranty

o $250 deductible applies

Core Returns

Make sure all core returns are added to the warranty requisition and returned to the

parts department.

o Each core will have a CR in front of the regular part # (example – CRTY6701).

Refer to CDK Parts Procedure Information document for complete core return

instructions.

o Cores are paid separately from warranty and therefore must be returned to the

warranty work order before submitting the warranty so the core amount is

deducted from the invoice total. Deere will automatically deduct the core amount

from any part that has potential core return ability.

All Reman Select Components require a “Core/warranty return card” (part #

DSPM54449) to be completely filled out and returned with the core.

o Ensure JD claim #, date of repair, part #, and account are properly entered to

receive proper credit.

o Failure to use the core/warranty return card can result in a $25 charge or denial of

warranty.

Retain New (non-Reman) Ag cores for 30 days to ensure parts are not recalled on

RGA. If not recalled, follow normal core return procedures.

Retaining Parts Removed from a Warranty Repair

Due to the potential of a part recall ALL parts removed during a manufacture

warranty repair must be retained for 90 days after the warranty repair date before

discarding. This includes any broken parts or partial pieces of O-rings or gaskets.

The only exception to this rule pertains to any cores. All cores should be returned

to Deere following standard core return procedures (with the exception of non-

Reman Ag cores; retain for 30 days) which overrides the 90 day waiting period.

A best practice for storing the removed warranty parts is to divide the storage area

into four sections. Each section should contain all parts removed during a particular

month and the sections should be labeled as follows:

1. January/May/September

2. February/June/October

3. March/July/November

4. April/August/December

Stored parts should be discarded on the first of each month from the section needed

for the current month, to guarantee parts will be retained for at least 90 days.



43

Each part should be identified with a RDO Equipment issued warranty parts label.

The labels are yellow and provide a place to write the part number, work order

number, segment, serial #, date tagged, disposal date, and technician/parts person.

Green tags are also available special order in addition to the yellow tags for hybrid

locations so Ag parts can be distinguished from Construction parts.

Labor Adjustments – SLA’s (Service Labor Allowance) and Warranty

Adjustments/ Reduction

Use the following guidelines to ensure technicians receive proper efficiency

adjustments and hours are properly submitted for reimbursement:

AG and CCE

See the following page for a flow chart diagram on this process

RDO codes and MST codes are acceptable for Ag warranties. All MST codes need

to reflect the 1.2 multiplier; RDO code will NOT use a multiplier.

Complete the following steps to properly bill warranty and adjust technician

efficiency:

➢ Enter SLA deduct or addition to bring hours to estimated repair time (ERT= RDO

or MST x 1.2)

➢ Adjust hours back to the original technician hours using premium code 59 (WAR

ADJ) in the SLA screen

- This will not impact efficiency in any way

- Premium code 59 will post to Ag Warranty Revenue GL

➢ Original technician time will be submitted for reimbursement

EXAMPLE: If technician did not beat the estimated repair time:

MST = 10 hours

Estimated repair time = 12 hours (10 x 1.2)

Actual Technician time = 15 hours

a) Enter SLA deduct (PC 90) for -3 hours to bring time down to 12 hours (ERT)

and decrease the tech’s efficiency

b) Enter an Ag warranty adjustment (PC 59) for 3 hours to bring hours back to

actual technician time

c) 15 hours will be submitted for reimbursement

EXAMPLE: If technician beat the estimated repair time:

MST = 10 hours



a) Enter SLA add (PC 90) for 4 hours to bring time up to 12 hours (ERT) and

increase the tech’s efficiency

b) Enter an Ag warranty adjustment (PC 59) for -4 hours to bring hours back to

actual technician time



44


Ag PIPs

➢ Adjust the labor with a SLA add or deduct to PIP time for the repair (no

multipliers for PIP’s)

EXAMPLE:

PIP = 1 hour

Actual Technician time = 1.25 hours

a) Enter SLA deduct (PC 90) for .25hours to bring time down to PIP time

b) 1 hour will be submitted for reimbursement

Diagnostics / Generic or No Job Codes

Actual technician time will be submitted (no SLA additions allowed, SLA deducts

allowed if need)



45



46

Ag Reimbursement Guide



47

C&F and CWP

MST, RDO or SPG’s are acceptable for CE warranties.


efficiency:

➢ Enter SLA deduct or addition to bring hours to estimated repair time

➢ Adjust hours back to the original technician hours using premium code 59 (WAR

ADJ) in the SLA screen


- Premium code 59 will post to CE Warranty Revenue GL

➢ Original technician time will be submitted for reimbursement

EXAMPLE: If technician did not beat the ERT:

SPG time = 10 hours

Estimated repair time = 20 hours (10 x 2)


a) Enter SLA deduct (PC 90) for -2 hours to bring time down to 20 hours (ERT)


b) Enter a Warranty adjustment (PC 59) for 2 hours to bring back to actual time


EXAMPLE: If technician is under the ERT:

SPG time = 10 hours

Estimated repair time = 20 hours (10 x 2)


a) Enter SLA add (PC 90) for 3 hours to bring the time up to 20 hours (ERT) and

increase the tech’s efficiency

b) Enter a Warranty adjustment (PC 59) for -3 hours to reduce the time on the

segment back to actual time


Diagnostics / Generic Job Codes


allowed if applicable)

PIPs or VE Campaigns

➢ Adjust the labor with a SLA add or deduct to PIP time for the repair

EXAMPLE:

PIP = 1 hour


a) Enter SLA deduct (PC 90) for .25 hours to bring time down to PIP time

b) 1 hour will be submitted for reimbursement



48

C&F Reimbursement Guide

Note: 'Warranty Reduction' entries (PC 59) will not impact a technician's efficiency

Basic and Extended PIPs

Ensure technicians time is properly recorded on each applicable segment. Diagnostic hours should be split into separate segments if pertaining to separate failures (i.e. different failure part

#'s). Do not use job code MULTIPLE/stack job codes.

Note: Use applicable SPG, MST, or RDO job code

Note: Use PIP number as job code

Is the technician over or under the estimated repair time (SPG x 2, MST,

or RDO code)?

Is the technician over or under the PIP time allowed?

Give the tech an SLA Add (PC 90) so the time on

the segment equals the

estimated repair time

Give the tech an SLA Deduct (PC90) so the time

on the segment equals the

estimated repair time

Under Over Under Over

Enter negative Warranty Adjust (PC 59) for same

amount as the SLA add in the previous step

Enter positive Warranty Adjust

(PC 59) for the

exact amount of the SLA deduct in the previous step

Submit to Central Warranty/Deere the actual time

worked by technician

Submit to Central Warranty/Deere the actual time

worked by technician

Give the tech an SLA Add (PC 90) up to PIP time

Submit to Central Warranty/Deere

the PIP time

Give the tech an SLA Deduct (PC

90) down to PIP

time

Submit to Central Warranty/Deere

the PIP time



49

Vermeer and Topcon

VE Job Codes, and Topcon Flat rates


efficiency:

➢ Enter SLA add or deduct to bring hours to estimated repair time [ERT = Job code

x 1.5 (VE/IC)]

➢ Adjust hours to flat time by entering a Warranty adjustment using premium code

59 in the SLA screen


- Premium code 59 will post to Warranty Revenue GL

➢ Manufacturer job code time will be submitted for reimbursement

EXAMPLE: If technician did not beat the ERT:

VE job code time = 4 hours



d) Enter SLA deduct (PC 90) for -1 hours to bring time down to 6 hours (ERT)


e) Enter a Warranty adjustment (PC 59) for -2 hours to reduce the time on the

segment flat time.

f) 4 hours will be submitted for reimbursement

EXAMPLE: If technician is under the ERT but over manufacturer job code time:

IC job code time = 2 hours



d) Enter SLA add (PC 90) for 1.5 hours to bring the time up to 3 hours (ERT)

and increase the tech’s efficiency

e) Enter a Warranty adjustment (PC 59) for -1 hour to reduce the time on the

segment to flat time.

f) 2 hours will be submitted for reimbursement

EXAMPLE: If technician is under the estimated repair time and under manufacturer

job code time:

Job code time = 5 hours

Estimated repair time = 7.5 hours (5 x 1.5)


a) Enter SLA add (PC 90) for 4.5 hours to bring the time up to 7.5 hours (ERT)

and increase the tech’s efficiency

b) Enter a Warranty adjustment (PC 59) for -2.5 hours to reduce the time on the

segment to flat time.




50

Diagnostics / Generic Job Codes


allowed if applicable)

VE Campaigns

➢ Adjust the labor with a SLA add or deduct to campaign time for the repair (no

multipliers for PIP’s)

EXAMPLE:

Campaign = 1 hour


c) Enter SLA deduct (PC 90) for .25 hours to bring time down to campaign time

d) 1 hour will be submitted for reimbursement



51

Vermeer and Topcon Reimbursement Guide

Note: 'Warranty Reduction' entries (PC 59) will not impact a technician's efficiency

Normal Warranty Campaigns

Make sure the technician's time is separated correctly on each segment. All diagnostic time should be on a separate diagnostic segment(s). Technician time should only be SLA'd if there is an

applicable MST or RDO job code.

Is the technician over or under the estimated repair time (labor code x 1.5)?

Is the technician over or under the Campaign time allowed?

Give the tech an SLA add (PC 90)

up so the time on

the segment equals the repair time (labor code

x 1.5)

Give the tech an SLA deduct (PC 90) so the time

on the segment equals the repair time (labor code x 1.5)

Under Over Under Over

Enter a negative Warranty Adjust (PC 59) to reduce

the time on the segment down to

the labor code time

Enter a negative Warranty Adjust (PC 59) to reduce

the time on the segment down to the labor code time

Submit to Central Warranty/

Vermeer/Topcon

the remaining time on the

(labor code time)

Submit to Central Warranty/ Vermeer/Topcon

the remaining time on the segment (labor code time)

Give the tech an SLA add (PC 90)

up to the

campaign time


Vermeer the

campaign time

Give the tech an SLA deduct (PC

90) down to

campaign time


Vermeer the

campaign time

Note: Use IK or SVC number as job codeNote: Use applicable Vermeer and Topcon

Job Codes



52

Submitting to Central Warranty

Complete the following steps to submit to the RDO Central warranty team:

Work Orders

Enter the Salesperson initials into the ‘Ship Via’ field (or responsible box) on the

work order header

Enter W99 in the Salesperson field, the warranty team will see the change of status

and process the claim.

Once claim submitted or needing to send back to location for corrections, initials in

Ship Via will be moved back to Salesperson field

After a revision is made, leave your initials / warranty processors initials in ship via

(example: IR1/XYZ)

Over-the-counter Parts, Battery and Tool Warranties

Over-the-counter warranties are submitted to Central warranty through electronic

forms on the Central Warranty page of the Employee Portal. The forms are listed

under the Parts Warranty Claim Section on the Page.

A parts department employee should select the applicable form for their required

warranty and complete all fields on the form. Then on the open sales order, enter

W99 in the Salesperson box and your initials in the ‘Ship Via’ field or responsible

box to submit for processing.



53

Reimbursement Coding

The Central Warranty Team will be responsible for coding submitted claims for

Deere/Vermeer claims through the warranty/accounting application system.

Typically any differences will be coded to one of the following accounts:

Deere Only

MFG WARRANTY DIFF – PARTS = 7420X3## = difference for any parts not paid

by the vendor and freight differences

MFG WARRANTY DIFF – SERVICE = 7420X4## = difference for any labor not

paid by the vendor

o Shortage of Labor

o Diagnostics not paid due to non-level 2 technician (not capstoned)

o PIP travel

- PIP’s that pay travel - Any differences for PIP travel on a PIP that allows

travel reimbursement should be coded to this account.

• This includes travel from expired PIPs. Service departments are

responsible for completing PIPs before expiration.

- PIP’s that DO NOT pay travel - These travel charges should be billed to the

customer, rental department, dealer warranty, or the sales MWD account (if

unit has promise); whichever is applicable

o OEM Engine travel - Any differences for OEM Engine travel should be coded to

this account.

Deere / Vermeer / Other Vendors (as applicable)

ACCRUED RDO PROMISE TRAVEL = 261050## = If the machine is under the

RDO Promise any travel costs not reimbursed by the vendor should be coded to this

account.

MFG WARRANTY DIFF - SALES = 7420X2##

o Difference paid for shortline vendors

o PIP travel on PIPs that DO NOT pay travel –These travel charges should be

billed to the sales MWD account if the machine has RDO Promise coverage.

- Exception – If the Deere PIP allows for travel, any difference not paid

should be coded to Service MWD

MFG WARRANTY DIFF – RENTAL = 7420X5## = difference paid that needs to

be coded to the rental department for RDO rental fleet units only

o This includes deductibles and items not covered under warranty (i.e. travel

(except on PIPs that pay travel), oil, etc.)

POLICY ADJUSTMENT=7450XXX = any differences for Special Allowances. 3-

way split between parts, sales, and service applies for CE= 745A1D## and AG =

745A2D#



54

Warranty Receivables Subledger

The warranty receivable subledger should be reviewed weekly or at a minimum of

once a month by the service manager (or other applicable individuals as assigned).

Central Warranty also reviews, as able, and enters comments for action/status

updates, which can be reviewed using the subledger report.

The subledger report is available on the CDK Reports Employee portal page in the

weekly section or by clicking here.

Every work order closed to the warranty receivable will list on the warranty schedule.

The Central Warranty Subledger report is separated into Deere, Vermeer, and All

Other Vendor sections to allow better identification of aging claims. Each vendor

section is split into three sections: No Payment received, partial payment received, or

all payment received.

o The Unassigned section will display any items that have been coded to the

warranty receivable (105010##) account. Typically cores and deductibles.

o The Reserve section will display any items that Accounting has accrued for as a

loss is expected. Reserve entries are calculated based on age and dollar value.

Contact accounting if any questions arise.

http://rdoerptg/Reports/Pages/Report.aspx?ItemPath=%2fAftermarket%2fWarranty+Subledger+Report



55

Recalled Parts - ***STORE PROCESS***

As part of the warranty process our manufacture partners reserve the right to recall

any removed parts from a warranty repair. The recall can be placed 30 days after the

claim has been paid therefore, as stated earlier; the RDO Equipment Co. policy is to

retain the parts for 90 days after removal.

Each location is responsible for monitoring recalled parts list and returning them to

the manufacture in a timely matter. Part recalls must be monitored weekly.

John Deere Process

The returned parts will be displayed in the John Deere Warranty System (JDWS)

under the Parts Requests tab. The returns should be checked on a weekly basis and

shipped to Deere ASAP. If the part is not returned within 14 days Deere can debit

back the payment for the recalled part.

To identify and manage the parts to be returned, complete the following:

o Click Parts Requests on top menu

o Ensure ‘Open Parts Request’ is selected

o Click applicable Part Request claim number to view details

o Hit Display Tag field and print RGA form to be included with return

o Fill out the following fields:

- If applicable, update the Parts Request Status box.

- If applicable, update Shipped field

- Actual Courier Name

- Tracking Number

- Comments

o Click Submit to dispatch parts

If parts were lost or disposed of, still complete the Part Request and update the Part

Request Status box to ‘No Parts Returned’ and enter a comment.



56

Vermeer Process

Parts to be recalled by Vermeer will display in the iWarranty system. Any parts or

service employee can access and submit the returns. Vermeer will withhold payment

for an entire work order while waiting for a returned part so it is imperative that the

parts are returned timely.

To access iWarranty go to Compass and click on the iWarranty link on the right side

or click the following link:

https://orderparts.vermeer.com/vrmr/sh/servlet/com.fourcs.clm.sh.tech.security.SlmU

serSignOnServlet#null

To view the return parts click on the ‘RMA’ link under the Go To tab in iWarranty.

Narrow your search by selecting the following:

Status = READY

Select applicable location

Click Search

All RMA’s with a parts return ready to be sent back will display, click on each

individual RMA number to process the return.

Locate the part, print the shipping label , and ship back the part. Once the shipping

process is finished, complete the Ship To information at the bottom of the page (to

include Carrier Type, Ship Date and Tracking #) then hit Submit at the top of the screen.

***This step is important to ensure Vermeer processes the RMA and pays the claim.***

https://orderparts.vermeer.com/vrmr/sh/servlet/com.fourcs.clm.sh.tech.security.SlmUserSignOnServlet#null

https://orderparts.vermeer.com/vrmr/sh/servlet/com.fourcs.clm.sh.tech.security.SlmUserSignOnServlet#null



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Selling Extended Warranties

Secure contracts can only be sold on a work order to the customer or the machine,

whichever is appropriate. Secure Contracts are generally sold by the Sales

Professionals or by the Service Department. Depending on who won the sale with the

customer will determine which part number you will put to the work order. When

applying a secure contract to a work order requisition you must key the selling price

and the system will prompt you for the cost of the secure contract.

Purchasing Secure (C&F) and PowerGard (Ag) Extended Warranties

Purchasing Extended Warranties - Extended warranties for C&F products and Ag

products are purchased through DealerPath

Internet Explorer (IE) must be used as your web browser. Firefox or Chrome will

not work with the extended warranty sites, the dropdown options do not display.

o C&F Products (Secure Contracts – Engine Only, Power Train, Power train w/

Hydraulics, and Full Machine Extended)

o Click the Extended Warranty Menu link (under the Warranty Management

section of the Service & Support link in DealerPath). All pricing, warranty

transfers, and purchasing of extended warranties are available in this menu.

o On the left side of the menu click Purchase Options then ‘Extended Warranty

The 13 or 17 character PIN of a JD machine and the amount of hours will be required to

proceed

It is critical the accurate amount of machine hours as of today’s date is

entered. The hours entered will update the Deere warranty system.

Subsequent warranty submissions will be denied if inaccurate hours are

entered from this screen.

o Enter all required information of which warranty and amount of hours is to be

purchased and click “next”. A conformation page will display, click

“Purchase” to complete the contract. Deere will bill us on the John Deere

Statement for the cost of the extended warranty.

o Ag Products (PowerGard Protection)

o Click the PowerGard Protection link (under the Warranty Management

section of the Service & Support link in DealerPath). Click on Sales and

“Purchase Contract” link on the right hand side of the page.

o Enter all required information and click “purchase” to complete the contract.

Deere will bill us on the John Deere Statement for the cost of the warranty.

Billing the Customer - Open a work order to bill the customer for the Secure or

PowerGard extended warranty. Use one of the two following part numbers and enter

the amount the customer is to be charged, to properly record revenue:

o If sold by the Sales Professional, use part number SECURE (314012##)

o If sold by the Service Department, use part number SECURESER (442014##)

o You will be prompted to enter the cost of warranty after clicking save. This will

post a sale and a cost of sale on the appropriate Income Statement (either sales or

service depending on the part number used).



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Coding the warranty – The purchased warranty will be billed to us on the John

Deere Statement. Print out the final cost sheet for the warranty and send it to your

accountant with the cost of the warranty coded to the appropriate account depending

on your region:

24002014 = MWCE 24002060 = MWAG)

24002026 = SCCE 24002067 = NWAG

24002030 = SWCE 24002040 = SWAG

Note- SST (Sales Support Team) orders and accounting applies the secure cost to stock/rental fleet

equipment. These do not need to be put on a work order for they will be applied directly to the cost of the

machine.

Purchasing OEM Extended Warranties

Purchasing Extended Warranties – Extended warranties are Purchased by

completing a form available in DealerPath

o Click on the Power Systems OEM Service Administration Manual (SAM) listed

under the OEM Engines Applications heading, which is available under the

Warranty Management heading under the Service & Support link in DealerPath.

o Go to the Exhibits section of the Engine SAM Manual, find one of the following

warranty forms:

- Marine Engine Extended Warranty Form (DF1766ME)

- Off-Highway Engine Extended Warranty Form (DF1766)

▪ Complete the appropriate form for the warranty being purchased.

▪ John Deere will NOT bill us for OEM extended warranties, you MUST

send a check with the form for the warranty to be activated. Complete and

submit a check request to accounts payable, made payable to John Deere

Power Systems for the “net” cost of the warranty. Code as follows:

24002014 = MWCE 24002060 = MWAG)

24002026 = SCCE 24002067 = NWAG

24002030 = SWCE 24002040 = SWAG

▪ Send the form and check to the address listed on the form.

Billing the Customer - Open a work order to bill the customer for the OEM extended

warranty. Use one of the two following part numbers and enter the amount the

customer is to be charged:

o If sold by the Sales Professional, use part number SECURE (314012##)

o If sold by the Service Department, use part number SECURESER (442014##)

o You will be prompted to enter the cost of warranty after clicking save



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Shortline Processes to Submit to the Manufacturer

Refer to the Shortline Warranties link on the Central Warranty portal site for additional

information pertaining to shortline warranty processing. All warranty claims, except

John Deere and Vermeer, are processed at the store level at this time.