Dealer Warranty Procedures Service > Dealer warranty procedures
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General Guidelines

• Submit the warranty claim promptly to our Delta head office using our warranty claim form. All engine manufacturers have time limits -- usually 30 days from the date of repair. After that, most manufacturers automatically reject the claim.
• Check to make sure the unit is within the warranty period. Call or email us if you require assistance on this point. See manufacturer's warranty statements for specific guidelines.
• Please be specific and detailed about the complaint (symptoms of the problems), cause of the problem and a complete description of the corrective action taken. The more information you provide, the more likely that your claim will proceed without delays.
• Fax a copy of the supplier's invoice for any outside purchases or services along with the warranty claim form.
• Engine manufacturers have Flat Rate Guides that give standard times and labour codes for repair labour. If you don't have a Service Pricing Guide for the specific engine or piece of equipment, call or email us and we will fax you the relevant pages. We require these codes in order to submit your claim to the engine manufacturer. Your labour is reimbursed at rates set out in your Frontier or equipment manufacturer dealer agreement. Overtime labour charges are not reimbursed by any manufacturer.
• Most engine manufacturers cover the cost of the parts only. They do not cover air freight charges. Maintenance parts and normal wear items are not covered by warranty. Some manufacturers give a small allowance over your net cost to cover freight charges.
• Some manufacturer's allow travel time, some do not. Check the specific manufacturer for guidelines. Any travel time over the guidelines must be charged to the customer.
• Injectors and injection pumps are not usually warranted by the engine manufacturer, but by the injection pump manufacturer. Call or email us for guidelines on handling injection system warranty problems.
• Concealed damage claims require photographs of the damage.
• Digital photos are very useful in illustrating a problem. Email them when you submit your claim form, and we will forward them along with your claim.

Specific Manufacturer's Guidelines

John Deere
Kubota
Murphy Switchgages

John Deere - updated January 28/07

John Deere equipment dealers are authorized to perform warranty service on John Deere engine models that are used in John Deere vehicles they are authorized to sell. Marine Dealers provide warranty service on marine engines only; Service Dealers, on engines used by the OEM(s) they represent, and/or as covered by their Service Dealer Agreements. All warranty work is to be performed by the nearest authorized John Deere engine service outlet. A purchaser requesting warranty service of a distributor or dealer, when there is one or more authorized service outlets nearer to the purchaser’s location, is to be directed to those locations for the required service.

Engines must be registered with John Deere before warranty claims are approved. Online John Deere engine warranty registration.

Deere allows up to 4 hours travel time and 320 kilometres @ US$0.47/km. Travel time and distance in excess of this are to be invoiced to the customer. The customer should be given to understand this before travel is performed. Compensation will be credited for one trip only when multiple warranty repairs are made during the same service call. Credit will not be given for service calls to diagnose problems, for delivering parts, second trip, etc. Documented expenses incurred in transporting an engine/vehicle for warranty service, up to a maximum of US$400.00 for expenses actually incurred, may be claimed in lieu of travel expenses.

Additional warranty expenses allowed for marine engines only: 5 hours travel time, maximum US$500 combined mileage and travel time. This may involve multiple trips. 1 hour diagnostic sea trial. 1 hour post-repair testing sea trial. US$250 for crane rental for engine removal and reinstallation. 1 hour for coolant system drain and fill. 1 hour post-repair engine painting.

Engine replacements for Deere Agricultural or Industrial dealers in a Deere vehicle: A DTAC case needs to be opened. There is a form that needs to be filled out laying out the options, ie: Long Block / Short Block / Rebuild / Replace. John Deere makes the decision on how to proceed.

“Gaining Access” Labor: The engine purchaser is responsible for costs of gaining access to the engine when warranty repairs are required. The term “gaining access”, not to be confused with “removal and reinstallation” (R&R) of non-engine parts of a machine in which the engine is installed, is used with respect to the physical surroundings of the engine/machine. For example, should a wall of a building need to be removed to gain access to an engine, the cost of doing so would be the purchaser’s expense. Likewise, should cutting a hole in the deck or hull of a vessel be required, the cost would be the responsibility of the purchaser. Should special lifting devices need to be rigged, or a ramp installed, the costs are for the purchaser’s account. Etc.

“R&R” - Removal and Reinstallation Labor: John Deere will accept as part of warranty repair labor reasonable time required to remove and reinstall (R&R) non-engine parts and/or components of a machine when this is required to reach the engine to perform warranty service. Complete R&R of an engine is reimbursable when complete removal of the engine from the machine is required to perform the warranty service. Do not confuse “R&R” with the term “gaining access”.

Keep all failed parts at your dealership until 90 days after the warranty claim is processed by John Deere. Only defective material and workmanship are covered by the warranty. However, maintenance parts and normal wear items, such as oil and filters which must be replaced because of the repair of a non-maintenance part which is defective in material or workmanship, are subject to warranty coverage.

Special attention is drawn to engine cylinder liner and block cavitation (“pitting”, “erosion”, “electrolysis”) which is prevented by proper cooling system maintenance as outlined in the Operation and Maintenance Manual provided with the engine. Such cavitation is not the result of defects in material or workmanship, so is not a warrantable failure. Costs of cavitation failures are a customer expense, and claims must not be placed with John Deere. When a customer requests warranty service based on possible liner cavitation symptoms (e.g. “water in the oil”), the first step must always be to test the quality of the coolant in the engine cooling system using a John Deere-recommended coolant test kit. When testing shows coolant quality to be inadequate, the customer must be informed of the results and told if liner or block cavitation is found upon teardown, the repair will not be claimable under the warranty.

Injection pump and nozzle warranty is covered by the pump and nozzle manufacturer. Warranty service is performed by manufacturers’ authorized repair outlets. To the retail purchaser of a John Deere engine, injection pump and nozzle warranty is always at least equal in length to the original engine warranty. Some pump and nozzle manufacturers, however, warrant for shorter periods. In such cases, DPSG assumes responsibility for pump and nozzle warranty from the end of the manufacturer’s warranty to the end of the original engine warranty for those failures the manufacturer’s repair station confirms are of a warrantable type.

Pump and nozzle manufacturers’ direct warranties are as follows:

• Bosch - Two years / 2000 hours, whichever occurs first. Note that Bosch only warrants a maximum of 3600 hours in the first year.
• Delphi - 24 months / 2000 hours, whichever occurs first
• Denso - 12 months / 1000 hours, whichever occurs first
• Motorpal - 24 months / 2000 hours, whichever occurs first
• RemanSelect - 12 months, unlimited hours
• Stanadyne - Marine - One year / 1000 hours, whichever occurs first; Other - One year - 2000 hours, whichever occurs first; Agricultural / One year, unlimited hours
• Yanmar - 24 months / 2000 hours, whichever occurs first.

• Fuel injection pumps and nozzles that are beyond the manufacturer’s warranty coverage are covered by the John Deere warranty through the remainder of the original warranty period for warrantable type failures. In such cases include the authorized repair station’s charge in the claim for R&R, attach a copy of the repair station’s invoice, and submit with the warranty claim to Frontier. To be acceptable, the invoice must state that the failure was of a warrantable type. If the repair station is unable to repair a pump with a warrantable type failure, a replacement pump is to be ordered through the John Deere parts system.

During the manufacturer’s warranty period, a problem pump or nozzle is to be taken to the manufacturer’s repair outlet, accompanied by a completed Diesel Fuel Injection Equipment Warranty Request and Repair Tag, Form DF-2148. Form DF-2148 must accompany the pump and/or nozzle(s) to the repair station, the original being retained by the distributor or dealer. Claim re&re labor and travel on the usual Warranty Claim form.

• Note: If the pump manufacturer’s representative does not accept the failure as a warrantable failure, then R&R labor and travel are not reimbursed by DPSG and should not be claimed. Repair of non-warrantable failures are to be invoiced to the customer.

• Robert Bosch and Nippondenso have agreed to a 48 hour maximum repair “turnaround” time for warranty service in machine-down situations. When an estimated repair time exceeds the 48 hour target, the distributor or dealer should request an exchange pump or a new pump from the repair station. Unwillingness to provide an exchange pump should be reported immediately to Deere via Frontier's service department.

• Stanadyne expects their service dealers to provide eight hour machine-down service and a maximum repair turnaround time of 24 hours for other repairs. If the Stanadyne repair station is unable to repair a pump with a warrantable failure while under the Stanadyne warranty, a replacement pump is to be requested from the repair station. Unwillingness to provide a replacement pump should be reported immediately to Deere via Frontier.

• A replacement pump should not be ordered from John Deere parts channels. Costs of such replacements will not be reimbursed by DPSG. Actual machine-down repairs exceeding 48 hours should also be reported to Deere via Frontier.

All fuel injection warranty service that 1) requires removal of the injection pump, 2) affects pump calibration, or 3) is to correct defects in nozzle materials or workmanship, must be done by the pump and nozzle manufacturer’s authorized repair outlet. Complete pump assemblies and external wear items that do not affect pump calibration or adjustment are available through the John Deere parts system.

Kubota - updated April 2009

If the alternator, starter, or injection pump was replaced, send the failed parts to Frontier tagged with your warranty claim number, and add the freight charges to the warranty claim. Otherwise, keep all parts replaced under warranty at your dealership for 180 days after the date of repair. At any time during this 180 days, Kubota may ask for these parts to be returned. Tag all returned parts with Kubota's SER010 serial number tag (no charge). After 180 days, the parts can be discarded.

Kubota does not reimburse failure diagnostic labour time, freight costs, or travel time except as follows:

• make every effort to urge the customer to deliver the unit to the distributor or dealer. The closest servicing dealer is to evaluate whether the problem is major and would require delivery to his shop.
• the closest servicing dealer will be allowed up to 6.5 hours travel time at the regular warranty rate
• max of 402 km at 0.50/km
• max of 10 hours removal and replacement for industrial engines; max 12 hours for marine. R&R can only be used where complete removal of the entire engine is necessary to facilitate repair.
• freight charges may only be claimed for complete engines that have been preauthorized for replacement.

Engines must be registered for warranty coverage before submitting a claim. Registrations can be done online through DealerLink, or by faxing an Industrial Engine Warranty Registration(PDF) form along with a copy of the customer invoice to Kubota at 1-800-387-4382. WWS (world wide service) engines cannot be registered online, but need to be registered using the form.

Keep all failed parts at your dealership until the claim is credited. Kubota may ask for the parts to be returned at any time until the credit arrives.

Kubota dealers can submit the claim using Frontier's claim form, or Kubota's claim form(PDF). Fax the completed form to 604-946-8524, along with copies of receipts for any outside purchases.

Self-serve OEM's are responsible for their own warranties. Kubota does not accept claims for the following equipment. Please submit the claim to the specific OEM:

All parts claimed must be Kubota part numbers, and should be the latest versions. Non-Kubota parts will be refused. Miscellaneous items must be clearly stated and invoices provided. Use the Flat Rate Schedule code to claim labour.

Murphy Switchgages - Return failed parts to Frontier. Warranty covers the cost of replacement only. Freight and labour charges are not covered.

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