SAF HOLLAND Complaint Processing In order to be able

SAF-HOLLAND Complaint Processing In order to be able to handle customers’ complaints quickly and thoroughly, SAF-HOLLAND has simplified its complaint processing system. In order for you to be able to utilise this service when necessary, we would ask you to observe the following information: • The first contact partner in the event of a complaint is always the trailer builder who will pass on the matter where necessary to the respective supplier, i.e. SAF-HOLLAND, SAFHOLLAND subsidiary or SAF-HOLLAND national representative. For repairs under an SAF-HOLLAND Guarantee or Liability for Defects Act, we insist on the use of original SAF-HOLLAND spare parts. The original SAF-HOLLAND spare parts for repairs under an SAF-HOLLAND Guarantee or Liability for Defects Act must be purchased directly from SAF-HOLLAND. For work associated with repairs under an SAF-HOLLAND Guarantee or Liability for Defects Act, only spare parts costs for original SAF-HOLLAND spare parts will be acknowledged and refunded. For repairs under an SAF-HOLLAND Guarantee or Liability for Defects Act, country-specific workshop hourly rates in conjunction with the currently valid SAF-HOLLAND reference times for the performance of work associated with repairs under an SAF-HOLLAND Guarantee or Liability for Defects Act apply throughout Europe according to the General Terms and Conditions. No further labour or material costs beyond these figures will be refunded. All costs refunded in conjunction with complaints under an SAF-HOLLAND Guarantee or Liability for Defects Act will be made through credits for original SAF-HOLLAND spare parts. For service and repair work outside repairs under an SAF-HOLLAND Guarantee or Liability for Defects Act, SAF-HOLLAND explicitly recommends the use of original SAF-HOLLAND spare parts. In the event of a complaint, always complete first the SAF-HOLLAND Service Report (template in the Internet under www.safholland.com). The service report must be submitted to the trailer builder on the same day as the trailer is brought into the workshop – in exceptional cases on the next working day, at the latest. The claims from an SAF-HOLLAND Guarantee or Liability for Defects Act will first be examined and then released by SAF-HOLLAND, limited to free repairs or, at SAFHOLLAND's choice, free replacement of the system in a workshop belonging to an SAFHOLLAND Competence Partner (Germany) or a specialist workshop authorised by SAFHOLLAND or the local SAF-HOLLAND national representative (outside Germany). Complete the SAF-HOLLAND Service Report carefully and completely (vital data here are the data on the axle type plate or stub axle and here in particular the Serial No. and Ident. No.). 2008/01 GB · Page 1 of 2 • • • • • • • • SAF-HOLLAND GmbH · Hauptstraße 26 · D-63856 Bessenbach SAF-HOLLAND Complaint Processing • • • Details of wear dimensions of the individual brake pads in mm are important for assessing the damage: Please do not forget the necessary information on the towing vehicle. Please always submit complaints in as concrete and detailed form as possible, if necessary supply photographs. Send the completed SAF-HOLLAND Service Report and, if possible, photographs of the damage to the trailer builder or directly to SAF-HOLLAND; if necessary, also make contact by telephone. The SAF-HOLLAND Service Report will always be returned to you together with a dedicated SAF-HOLLAND claim number. The complete process will be handled under this claim number until completion (inspection of damaged part(s), invoicing, etc.). In the case of wheel bearing damage or damage to the brake system, please submit all the protocols (e.g. EBS troubleshooting protocol of the EBS system in the towed trailer and the protocol of the tractor/trailer synchronisation). The protocols and documents will be demanded by SAF-HOLLAND with the return report. Remember to quote the claim number in all cases. The EBS data of the EBS memory may also be required. Costs and invoices incurred will be demanded by SAF-HOLLAND. Remember to quote the claim number in all cases. Do not send in damaged parts to SAF-HOLLAND unless requested to do so. Please store the damaged parts and have them ready for free collection. If you receive a “Damaged parts” return report, please let us know the approx. weight and size of the package so that we can arrange for our shipping agent to collect these damaged parts. The return report must be completed and sent back to SAF-HOLLAND (by fax or email) not later than one week after receipt. Please always indicate the exact address, contact person and telephone number of the company where the damaged parts can be collected. If there are several return reports (bulk collections), all the damaged parts must be marked with the respective claim number. Where appropriate, mark the damaged parts according to their installation location. The return report must be presented to the collecting shipping agent. • • • • • • • • • SAF-HOLLAND thanks you for your understanding – and for your cooperation. Should you have any further questions, please do not hesitate to contact us: Tel.: ++49 (0) 60 95 / 301 - 602 SAF-HOLLAND GmbH · Hauptstraße 26 · D-63856 Bessenbach 2008/01 GB · Page 2 of 2 Identification Type Plate Type plate up to mid-2004 SKRB 9019 WI 147 83 35 7 49 9000 0678 1100 SBW 1937-11S 000 00 0 000 Type plate from mid-2004 Identification if Type Plate is Missing If the type plate is no longer in place, the axle series is identified by SAF Service. To do this, remove the hub cap on the right-hand side (as seen in the direction of travel) and read off the production or serial number embossed on the axle end. Production No. of the axle on the right-hand end of the axle beam (as seen in the direction of travel) SAF-HOLLAND GmbH · Hauptstraße 26 · D-63856 Bessenbach Service Notification Number John Q. Public Publicstreet 00 PUBLIC VILLAGE 00000 UNITED KINGDOM 100221513 PO number Date 100221513 Description Start date 07.03.2007 GWA-123 Reclamation Brake Caliper 07.03.2007 End date Equipment 101216655 Intradisc Plus 2 - 22,5" Serial number 11063034 Material PK09_22.5I_1 Intradisc Plus 2 - 22.5" ________________________________________________________________________ 07.03.2007 14:52:57 LISA SOWIETZKY (SOWIETZKY) Phone 0049 06095 301 602 Brake without function ________________________________________________________________________ Detail Position 0001 Object part 001 brake GARAGE John Q Public VEHICLE OWNER name Transport XYZ Vehicle Manufacturer Kögel NUMBER PLATE AABB00 CHASSIS NUMBER 123456 REGISTRATION DATE/MOUNTED PART 03.05.2006 MILEAGE 00100000 Type of vehicule 3 Axle Semi-Trailer Installation Position 1st axle right Build ups Tipper ebs Tractor: yes ebs Trailer/Semi-trailer:yes Tractor manufacturer MAN VEHICLE OWNER: address Publicstreet 00 VEHICLE OWNER: Postcode 00000 Public Village VEHICLE OWNER: Country GB SAF-HOLLAND GmbH · Hauptstraße 26 · D-63856 Bessenbach · Geschäftsführer Rudi Ludwig (Vorsitzender), Wilfried Trepels · Sitz Bessenbach-Keilberg · Amtsgericht Aschaffenburg HRB 9109 · HypoVereinsbank Kto 1619730 BLZ 795 200 70 IBAN DE44795200700001619730 Swift HYVEDEMM407 · USt-IdNr. DE 132067096 100221513 SAF-HOLLAND GmbH · Hauptstraße 26 · D-63856 Bessenbach Returns Form (Faulty Parts) Number John Q. Public Publicstreet 00 PUBLIC VILLAGE 00000 UNITED KINGDOM 100221513 PO number Date 100221513 User 07.03.2007 Date SOWIETZKY Description Start date 07.03.2007 GWA-123 Reclamation Brake Caliper 07.03.2007 Equipment Material 101216655 PK09_22.5I_1 Intradisc Plus 2 - 22.5" Serial number 11063034 GWA-123 Reclamation Brake Caliper Please follow the marked instructions and state the above mentioned notification no. at all times. (x ) ( ) 1 Brake caliper Faulty parts are to be returned within the next 14 days together with this letter to SAF-HOLLAND Service - DE-63856 Bessenbach-Keilberg Faulty parts to be collected by our own freight forwarder who has been been informed by ourselves. Please complete the following: Weight:______ Number of pallets:_____ Number of Boxes:_____ and send this form to SAF-HOLLAND, FAX ++49 6095/301259 PLEASE MARK THE SHIPMENT WITH RETURN-NO. FOR OUR FORWARDER CLEARLY TO SEE. Data brake performance protocol and EG-Brake test EBS Protocol Lining thickness of all axles, please mark the linings with installation position Faulty parts to be kept at least 4 weeks before scrapping Photos to be sent (x ) ( ( ( ( ( ) ) ) ) ) In advance many thanks for your help. Yours faithfully Service departement SAF-HOLLAND GmbH · Hauptstraße 26 · D-63856 Bessenbach · Geschäftsführer Rudi Ludwig (Vorsitzender), Wilfried Trepels · Sitz Bessenbach-Keilberg · Amtsgericht Aschaffenburg HRB 9109 · HypoVereinsbank Kto 1619730 BLZ 795 200 70 IBAN DE44795200700001619730 Swift HYVEDEMM407 · USt-IdNr. DE 132067096