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To detect faults at an early stage, we have been analyzing data since 2006 from the CAC (Customer Assistance Center) on breakdown cases. The causes are researched on a daily basis and reported to the responsible areas. This had an extremely positive effect on the number of breakdown cases.
A breakdown result impacts negatively on the brand image. Our goal must therefore be to reduce the rate even further. To this end, all affected areas have refined their analysis processes. However, in some instances research results alone are not enough, and it is frequently necessary to undertake an examination of the damaged part.
Next to the preventive part requests through VEGA/GALA and the individual part request through the European Warranty Inspection Center for utilization of standard logistics channels direct part requests and return deliveries between the MPC and the plant service department may still be necessary in individual justified cases.
Therefore, telephone requests by CAC support direct shipment from MPC-> plant service department as an alternative to part return in a justified individual case. The European Warranty Inspection Center is notified through a copy of the"TIC" (Technical Information Checklist) - at the same time as the MPC/dealer order.
The W&G guidelines with regard to the invoicing of direct part requests via ancillary costs in the G&K application are to be taken into consideration. For this return process, there are no inexpensive framework agreements with transport service providers such as, e.g. UPS.
Insofar as your particular operation is aware of individual part requests that are not part of the W&G process, where the matter of charging freight costs is unclear or where they are to be settled through the express warranty, please contact your local technical workshop support regarding any queries you may have.