PACCAR Warranty Field Procedure

1 · The Field Card

Every warranty repair, every truck, no exceptions. If any box is empty when the truck leaves, the repair is not a warranty claim — we eat the cost.

2 · Can We Even Claim This? — The 4-Gate Check

Run these four gates at write-up, before any real labor goes in. A failed gate means route the job to a Peterbilt dealer or handle it as non-warranty — don't burn labor we can't recover.

3 · STOP — Get Approval Before You Start

These jobs require an approval number on the claim. No approval = automatic denial, no matter how good the repair was. When in doubt, call the Warranty Manager before you turn a wrench.

3.1 · When diagnosis stalls — the RDS / TCS escalation

If you cross 3 hours of troubleshooting with no clear diagnostic path (8 hours if a DTM is already involved) and a TCS365 case is what stands between you and recovery, do not keep grinding and do not open the case yourself. Stop and escalate:

• Get with your manager — right away, not at the end of the shift.
• Loop in the RDS team (Andrews Remote Diagnostic Support) to drive the diagnosis.
• A Manager, RDS, or Director opens the TCS365 case and records the case number on the repair. Technicians never open the TCS case.

Diagnostic time with no repair is not reimbursed — the point of escalating is a fast, clear path to a warrantable repair.

4 · The 3 C's — Complaint, Cause, Correction

In FleetRock every task carries the 3 C's, and they are the single biggest reason a claim gets paid or returned. Two of them are locked dropdowns — and the code you pick decides whether the line reads as a warranty repair or a self-inflicted one.

4.1 · Cause codes

4.2 · Correction codes

4.3 · Write the repair story in the RO notes

Follow the same Complaint → Cause → Correction logic in plain language: diagnostics, fault codes, tests, measured values, and the verification result.

Acceptable repair story includes

• A summary tied to the customer complaint.
• Diagnostics performed (fault code / exit step) and the fault found.
• A condensed version of the repair that corrected the fault.
• TCS direction summarized (if a case was opened).
• Non-time justified — under 3 hrs justify in the story; over 3 hrs use the Non-Standard Time Worksheet.
• Progressive damage justified, if any.

Unacceptable — these get the claim returned

• Just pasting the technician's raw notes.
• Filler that isn't about the repair ("walked to lot, looked for keys…").
• Run-on sentences, mystery abbreviations.
• Complaint/Cause/Correction not clearly identified.
• Non-time or progressive damage not justified.

5 · Fault Codes & Diagnostics

PACCAR adjudicates engine and electrical claims on the diagnostic trail. Capture it as you go — you can't recreate a live reading after the truck rolls.

• Pull and record every active and stored fault code, with the exit step you followed (e.g., P3763 – Exit Step 4B).
• Use DAVIE / ESA for the guided diagnostics; record measured values and the in-spec/out-of-spec result for each test.
• Note any software updates by from/to version (e.g., updated SW from 5569989 to 5570055).
• Run and record the repair-verification cycle / regen / road test where the procedure calls for it — "no codes returned" closes the loop.
• Diagnostic time with no repair is not paid. If you cross 3 hours with no clear path, STOP and escalate to your manager + RDS — don't open the TCS case yourself (§3.1).

6 · Photos — What to Shoot

Common items carry extra shots. This is the working subset for day cab/sleeper repairs; the PACCAR Photo Requirements Quick Reference is the full authority, and analysts may request more on any claim.

Not required: odometer, VIN door label, or VIN plate photos — except capture the odometer when mileage lands on an exact round number (e.g., 100,000), since that's unusual and may be questioned.

7 · The Failed Part — Tag It, Hold It

The Warranty Manager is responsible for parts, but the field makes or breaks it the moment the part comes off the truck.

• Tag immediately with the Peterbilt Warranty Defective Material Tag — chassis #, RO #, part #, and (once filed) the Claim Unit (CU) #.
• Stage in the warranty hold area, secure and protected from weather/deterioration. Sort by last digit of VIN or RO # so it can be found fast.
• Hold 30 days after the CU is paid, unless a Return Authorization (RA) is issued sooner.
• Mark the defect on the part (paint/tape/zip tie). Don't disassemble it. Drain and plug anything with fluid.

8 · Time — Punch It Right

• Every technician on a warranty repair records electronic time punches — date and time, on and off.
• Each warranty operation on the RO shows its own punches. If the job is interrupted, record stop and start.
• Warranty time is recorded separately from internal and customer-pay work. One RO at a time per tech.
• Record in hours and tenths. Only the actual time clocked is paid — if SRT says 2.0 but you clocked 1.5, the claim pays 1.5.
• Handwritten time is not accepted. Electronic printouts only.

9 · Submitting the Claim

9.1 · PRWS — the claim of record

• Verify coverage for the VIN (base and any extended) and confirm the failed component is in term.
• Select the correct claim type and category — this cannot be changed after filing. Wrong category = denied + refile (§9.3).
• Enter the repair story (CCC), the RO closed date (≤ 5 days from last punch), and any PA / TCS365 case number.
• Attach the evidence: photos, diagnostic captures, time printouts, and before/after shots where required.
• File within the deadline: ≤ 45 days from the date of failure (internal target ≤ 15 days from repair complete). Campaigns ≤ 14 days.
• Record the failed-part tag and hold location; complete the RA and enter ship date + tracking number if a return is requested.

9.2 · FleetRock — the repair-order workflow

FleetRock is where the repair and the warranty flag are captured, and it feeds the command center. Follow the platform's own RO flow so nothing is missed:

Create the RO

• Repair Orders → Create Repair Order. Select the Unit # (VIN) and the correct customer/vendor, then tap Create.

Add the task (one per failure / system)

• Add Task → select the System Code and System-Component Code for the failed assembly.
• Enter the 3 C's: Complaint (plain text), then a warranty-valid Cause code and Correction code (§4).
• Write the repair story in the RO notes — the official notes that carry to the claim, not private notes (§4.3).
• Assign the task to the technician and select the Labor Type (rate and tax pull from the rate card).
• Set Warranty Claim = Yes, then check Create Claim so FleetRock generates the warranty-claim record — not just the savings figure.
• Add Labor Hours using the Task Timer (ON/OFF) so logged time matches the punches. If multiple techs work the task, use Split Task; Mark Finished when done.

Add parts

• Add Part → select System Code and Part (or "Add new part" if not in inventory). Set Warranty Claim = Yes and check Create Claim. Enter Quantity (tires require a Position).

Start & finish

• Start Repair Order → set the Expected Finish date → Update.
• Finish Repair Order once at least one task is complete. The RO moves Created → Started → (Waiting, if over the approval threshold) → Finished, then Invoiced / Paid. The finish date records automatically.

9.3 · Pick the right claim category

10 · Coverage Quick Reference — Day Cab & Sleeper (Class 8)

Always verify the specific unit in PRWS. Terms below are the standard Class 8 baseline; whichever limit (months OR miles) is reached first ends coverage.

Basic / Standard coverage (comes with the truck)

Extended coverage (the agreement we purchased)

We carry an extended warranty of 5 years / 500,000 miles. It applies only to the units it was purchased on and only to the components it covers — confirm per VIN in PRWS before relying on it.

11 · Claim Status Cheat Sheet (PRWS)

Mirror these into FleetRock so the command center shows live status. The ones that need YOUR action are flagged.

Appendix A — Photo Examples

Real examples of a claim-ready photo, taken from the PACCAR Warranty Procedure Manual. Match these in the bay. Every shot must be in focus, well-lit, and have the defect marked (paint, tape, or zip tie) so it is unmistakable.

1 · Battery claim — capture the tester result

Send the DSS-5000 pack-decision screen (WARRANTY APPROVED vs. NOT APPROVED). The on-screen result is the evidence — a photo of the battery alone is not.

2 · Supplier part ID — prove it's the right brand

Supplier parts (e.g., Bendix): photograph the supplier markings before return. Wrong-brand or unlabeled parts get scrapped.

3 · Fluid leak — show the origin, not a close-up

Axle / housing leaks (e.g., Dana): show the overhauled axle and the origin of the leak. A tight close-up is NOT acceptable — the analyst can't tell where the leak starts.