Fleetwood RV Warranty - Fleetwood RV Dealers Warranty Manual
RV Ownercare Manual
Ownercare Warranty System
The Fleetwood RV Ownercare Manual is a Policy and Procedure Manual intended to provide guidelines
consistent with good business practices and to reduce complications in the administration of
Fleetwood's RV Ownercare Warranty system.
The guidelines in this manual will help ensure consistent handling of both warranty work and parts
ordering by dealership service and parts departments. Related policies and procedures are included to
help establish and maintain a good partnership between the dealer and Fleetwood Enterprises, Inc., its
subsidiary manufacturing plants and service centers.
Parts, service and sales personnel at the dealership, manufacturing plants and Fleetwood service
facilities should be familiar with the contents of this manual. The explanations and procedures will
benefit each person involved and provide clear understanding of the goals of the Fleetwood Ownercare
system.
Objectives
The objectives of the Fleetwood RV Ownercare Manual are:
To provide the necessary guidelines to earn and maintain customer satisfaction and goodwill.
To ensure that warranty policies are communicated and applied equitably to all retail owners of
products made by subsidiaries of Fleetwood Enterprises, Inc.
To provide clear lines of authority and easily recognizable contacts for parts, warranty and service
related issues at the dealership, plant and Fleetwood Service Facility levels.
To establish clear lines of responsibility for all consumer warranty and service programs.
To establish and maintain a strong service orientation and commitment in Fleetwood's dealer
network.
By your acceptance of a Fleetwood dealer relationship, and Fleetwood's acceptance of you as a dealer,
we mutually agree to the policies and procedures contained in the current Fleetwood RV Ownercare
Manual.
Amendments
This Manual may be altered or appended, from time to time, by bulletins, announcements or other
documents relating to service, parts or warranty policy and procedure. You will be notified of these
amendments. These amendments, along with the parts of the manual that have not been amended, will
constitute the current Fleetwood RV Ownercare Manual.
Publication Date: Section: 2 Page
Ownercare Manual April 2005 The Fleetwood Warranty 2-1
Ownercare - The Fleetwood Warranty
The Fleetwood warranty program is called "Ownercare." The Ownercare Warranty is extended to retail
purchasers of Fleetwood recreational vehicles as protection against possible defects in workmanship or
materials for a specific period.
The Fleetwood Ownercare Warranty Service Programs are flexible structures designed to reinforce the
following concepts:
Provide value in Fleetwood products by ensuring their delivery, to the dealer and the
customer, without defects and ready for trouble-free performance.
Recognize changing demands in the marketplace and meet the growing need for products
with strong warranty programs.
Promote profitability for our dealers, Fleetwood, and Fleetwood subsidiaries by providing
products and services that fulfill consumer needs and expectations. An enhanced
partnership approach to our business will provide our dealers a means for reaching their
individual goals, while increasing Fleetwood's reputation for quality, integrity and ultimately
increased market share.
The text of the general motor home, travel trailer and truck camper warranties are on the following
pages. Please note the differences between the warranties.
Publication Date: Section: 2 Page
Ownercare Manual April 2005 The Fleetwood Warranty 2-2
LIMITED ONE-YEAR/THREE-YEAR WARRANTY
For Motor Homes Manufactured and Warranted by subsidiaries of Fleetwood Enterprises, Inc., sold in the United States and Canada
COVERAGE PROVIDED
Your new motor home, including the structure, plumbing, heating and electrical systems, all appliances and equipment installed by the manufacturer, is warranted under normal use to be free from
manufacturing defects in material or workmanship. Appearance imperfections, or damage to paint, graphics, exterior materials, or upholstery that may have occurred prior to delivery are normally
corrected during the inspection process at the manufacturing plant or at the dealership.
The warranty extends to the first retail purchaser and his transferee(s) and begins on the date of original retail delivery or the date the motor home is first placed into service as rental, commercial or
demonstrator unit (whichever occurs first). The warranty extends for the following periods:
1) For all defects (other than structural) the warranty extends for a period of one year from such date or until the unit has received 15,000 total miles (24,135 kilometers) of use as determined by the
mileage shown on the odometer (whichever occurs first).
2) For structural defects, 3 years; structural defects are limited to the following: roof structure, sub-floor structure, and Vacubond walls.
Written notice of defects must be given to the selling dealer or manufacturer not later than ten (10) days after the expiration of the warranty period.
OWNER'S OBLIGATIONS
The owner is responsible for normal maintenance as described in the Owner's Information Package; however, minor adjustments (such as adjustments to the interior or exterior doors, LPG regulator
pressure, cabinet latches, TV antenna control, etc.) will be performed by the dealer during the first 90 days of warranty coverage. Thereafter, such adjustments are the responsibility of the owner as normal
maintenance unless required as a direct result of repair or replacement of a defective part under this warranty.
If a problem occurs, which the owner believes is covered by this warranty, the owner shall contact the selling dealer, or Fleetwood Owner Relations, giving sufficient information to resolve the matter. The
owner shall deliver the motor home to the dealer or the Fleetwood Service Center location for warranty service.
DEALER'S OBLIGATIONS
By agreement with the manufacturer, the dealer is obligated to maintain the motor home prior to retail sale, to perform a detailed pre-delivery inspection and to repair or replace any parts necessary to
correct defects in material or workmanship.
WHEN THE DEALER DOES NOT RESOLVE THE PROBLEM
If the dealer is unable or unwilling to resolve a problem, which the owner is convinced is covered by the warranty, the owner should contact Fleetwood Owner Relations at the address or telephone
number listed below and provide Fleetwood Owner Relations with a description of the problem and attempts made to resolve it.
MANUFACTURER'S OBLIGATIONS
Upon receipt of notice of a claim, where the dealer was unable or unwilling to resolve the problem, a Fleetwood Service Center will repair or replace any parts necessary to correct defects in material or
workmanship or will take other appropriate action as may be required.
WHAT IS NOT COVERED BY THIS WARRANTY
This warranty does not cover:
1) The automotive chassis system (including the chassis and drive train), tires and batteries, which are covered by the separate warranties of the respective manufacturers of these components.
2) Defects caused by or related to:
a) Abuse, misuse, negligence or accident;
b) Failure to comply with instructions contained in the Owner's Information Package;
c) Alteration or modification of the motor home;
d) Environmental conditions (salt, hail, chemicals in the atmosphere, etc.)
3) Normal deterioration due to wear or exposure, such as fading of fabrics or drapes, carpet wear, etc.
4) Normal maintenance and service items, such as light bulbs, fuses, wiper blades, lubricants, etc.
5) Motor homes on which the odometer reading has been altered.
6) Transportation to and from dealer or Fleetwood Service Center location, loss of time, inconvenience, commercial loss, loss of use, towing charges, bus fares, vehicle rental, incidental charges such
as telephone calls or hotel bills, or other incidental or consequential damages.
Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.
This warranty gives you specific legal rights, and you may also have other rights, which vary from state to state.
The manufacturer/warrantor is not responsible for any undertaking, representation or warranty made by any dealer or other person beyond those expressly set forth in this warranty.
For Motor Homes Manufactured and Warranted by the following subsidiaries of Fleetwood Enterprises, Inc.
Fleetwood Motor Homes of California, Inc.
Fleetwood Motor Homes of Indiana, Inc.
Fleetwood Motor Homes of Pennsylvania, Inc.
For Customer Service assistance, contact:
Fleetwood Owner Relations American Coach
P.O. Box 59933 1420 Patterson Street
Riverside, CA 92517 Decatur, IN 46733
(800) 322-8216 (800) 435-7345
Publication Date: Section: 2 Page
Ownercare Manual April 2005 The Fleetwood Warranty 2-3
TRAVEL TRAILER WARRANTY
2005 MODEL YEAR
For Travel Trailers and Gear Box Manufactured and Warranted by subsidiaries of Fleetwood Enterprises, Inc., sold in the
United States and Canada
COVERAGE PROVIDED
Your new travel trailer, including the structure, plumbing, heating and electrical systems, all appliances and equipment installed by the manufacturer, is warranted
under normal use to be free from manufacturing defects in material or workmanship. Appearance imperfections, or damage to paint, graphics, exterior materials, or
upholstery that may have occurred prior to delivery are normally corrected during the inspection process at the manufacturing plant or at the dealership.
1) The warranty extends to the first retail purchaser and his transferee(s) and begins on the date of original retail delivery or the date the trailer is first
placed into service as rental, commercial or demonstrator unit (whichever occurs first). The warranty extends for a period of one year from such date.
Written notice of defects must be given to the selling dealer or manufacturer not later than ten (10) days after the expiration of the warranty period.
OWNER'S OBLIGATIONS
The owner is responsible for normal maintenance as described in the Owner's Information Package; however, minor adjustments (such as adjustments to the
interior or exterior doors, LPG regulator pressure, cabinet latches, TV antenna control, etc.) will be performed by the dealer during the first 90 days of warranty
coverage. Thereafter, such adjustments are the responsibility of the owner as normal maintenance unless required as a direct result of repair or replacement of a
defective part under this warranty.
If a problem occurs which the owner believes is covered by this warranty, the owner shall contact the selling dealer, or other authorized dealer, giving sufficient
information to resolve the matter. The owner shall deliver the trailer to the dealer or a Fleetwood Service Center location for warranty service.
DEALER'S OBLIGATIONS
By agreement with the manufacturer, the dealer is obligated to maintain the trailer prior to retail sale, to perform a detailed pre-delivery inspection and to repair or
replace any parts necessary to correct defects in material or workmanship.
WHEN THE DEALER DOES NOT RESOLVE THE PROBLEM
If the dealer is unable or unwilling to resolve a problem which the owner is convinced is covered by the warranty, the owner should contact Fleetwood Owner
Relations at the address or telephone number listed below and provide Fleetwood Owner Relations with a description of the problem and attempts made to resolve
it.
MANUFACTURER'S OBLIGATIONS
Upon receipt of notice of a claim, where the dealer was unable or unwilling to resolve the problem, a Fleetwood Service Center will repair or replace any parts
necessary to correct defects in material or workmanship or will take other appropriate action as may be required.
WHAT IS NOT COVERED BY THIS WARRANTY
This warranty does not cover:
1) The tires, which are covered by the warranty of the tire manufacturer.
2) Defects caused by or related to:
a) Abuse, misuse, negligence or accident;
b) Failure to comply with instructions contained in the Owner's Information Package;
c) Alteration or modification of the travel trailer;
d) Environmental conditions (salt, hail, chemicals in the atmosphere, etc.)
3) Normal deterioration due to wear or exposure, such as fading of fabrics or drapes, carpet wear, etc.
4) Normal maintenance and service items, such as light bulbs, fuses, sealants, lubricants, etc.
5) Transportation to and from dealer or Fleetwood Service Center location, loss of time, inconvenience, commercial loss, loss of use, bus fares, vehicle rental,
incidental charges such as telephone calls or hotel bills, or other incidental or consequential damages.
Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.
This warranty gives you specific legal rights, and you may also have other rights, which vary from state to state.
The manufacturer/warrantor is not responsible for any undertaking, representation or warranty made by any dealer or other person beyond those
expressly set forth in this warranty.
For Travel Trailers Manufactured and Warranted by the following subsidiaries of Fleetwood Enterprises, Inc.
Fleetwood Travel Trailers of California, Inc.
Fleetwood Travel Trailers of Indiana, Inc.
Fleetwood Travel Trailers of Kentucky, Inc.
Fleetwood Travel Trailers of Maryland, Inc.
Fleetwood Travel Trailers of Ohio, Inc.
Fleetwood Travel Trailers of Oregon, Inc.
Fleetwood Travel Trailers of Texas, Inc.
Fleetwood Canada, Ltd.
For Customer Service assistance, contact:
Fleetwood Owner Relations
P.O. Box 59933
Riverside, CA 92517
(800) 322-8216
Publication Date: Section: 2 Page
Ownercare Manual April 2005 The Fleetwood Warranty 2-4
TRAVEL TRAILER WARRANTY
2004 MODEL YEAR
For Travel Trailers Manufactured and Warranted by subsidiaries of Fleetwood Enterprises, Inc., sold in the United States
and Canada
COVERAGE PROVIDED
Your new travel trailer, including the structure, plumbing, heating and electrical systems, all appliances and equipment installed by the manufacturer, is warranted
under normal use to be free from manufacturing defects in material or workmanship. Appearance imperfections, or damage to paint, graphics, exterior materials, or
upholstery that may have occurred prior to delivery are normally corrected during the inspection process at the manufacturing plant or at the dealership.
1) The warranty extends to the first retail purchaser and his transferee(s) and begins on the date of original retail delivery or the date the trailer is first
placed into service as rental, commercial or demonstrator unit (whichever occurs first). The warranty extends for a period of two years from such
date.
Written notice of defects must be given to the selling dealer or manufacturer not later than ten (10) days after the expiration of the warranty period.
OWNER'S OBLIGATIONS
The owner is responsible for normal maintenance as described in the Owner's Information Package; however, minor adjustments (such as adjustments to the
interior or exterior doors, LPG regulator pressure, cabinet latches, TV antenna control, etc.) will be performed by the dealer during the first 90 days of warranty
coverage. Thereafter, such adjustments are the responsibility of the owner as normal maintenance unless required as a direct result of repair or replacement of a
defective part under this warranty.
If a problem occurs which the owner believes is covered by this warranty, the owner shall contact the selling dealer, or other authorized dealer, giving sufficient
information to resolve the matter. The owner shall deliver the trailer to the dealer or a Fleetwood Service Center location for warranty service.
DEALER'S OBLIGATIONS
By agreement with the manufacturer, the dealer is obligated to maintain the trailer prior to retail sale, to perform a detailed pre-delivery inspection and to repair or
replace any parts necessary to correct defects in material or workmanship.
WHEN THE DEALER DOES NOT RESOLVE THE PROBLEM
If the dealer is unable or unwilling to resolve a problem which the owner is convinced is covered by the warranty, the owner should contact Fleetwood Owner
Relations at the address or telephone number listed below and provide Fleetwood Owner Relations with a description of the problem and attempts made to resolve
it.
MANUFACTURER'S OBLIGATIONS
Upon receipt of notice of a claim, where the dealer was unable or unwilling to resolve the problem, a Fleetwood Service Center will repair or replace any parts
necessary to correct defects in material or workmanship or will take other appropriate action as may be required.
WHAT IS NOT COVERED BY THIS WARRANTY
This warranty does not cover:
1) The tires, which are covered by the warranty of the tire manufacturer.
2) Defects caused by or related to:
a) Abuse, misuse, negligence or accident;
b) Failure to comply with instructions contained in the Owner's Information Package;
c) Alteration or modification of the travel trailer;
d) Environmental conditions (salt, hail, chemicals in the atmosphere, etc.)
3) Normal deterioration due to wear or exposure, such as fading of fabrics or drapes, carpet wear, etc.
4) Normal maintenance and service items, such as light bulbs, fuses, sealants, lubricants, etc.
5) Transportation to and from dealer or Fleetwood Service Center location, loss of time, inconvenience, commercial loss, loss of use, bus fares, vehicle rental,
incidental charges such as telephone calls or hotel bills, or other incidental or consequential damages.
Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.
This warranty gives you specific legal rights, and you may also have other rights, which vary from state to state.
The manufacturer/warrantor is not responsible for any undertaking, representation or warranty made by any dealer or other person beyond those
expressly set forth in this warranty.
For Travel Trailers Manufactured and Warranted by the following subsidiaries of Fleetwood Enterprises, Inc.
Fleetwood Travel Trailers of California, Inc.
Fleetwood Travel Trailers of Indiana, Inc.
Fleetwood Travel Trailers of Kentucky, Inc.
Fleetwood Travel Trailers of Maryland, Inc.
Fleetwood Travel Trailers of Ohio, Inc.
Fleetwood Travel Trailers of Oregon, Inc.
Fleetwood Travel Trailers of Texas, Inc.
Fleetwood Canada, Ltd.
For Customer Service assistance, contact:
Fleetwood Owner Relations
P.O. Box 59933
Riverside, CA 92517
(800) 322-8216
Publication Date: Section: 2 Page
Ownercare Manual April 2005 The Fleetwood Warranty 2-4a
GEAR BOX TRAVEL TRAILER WARRANTY
2004 MODEL YEAR
For Travel Trailers Manufactured and Warranted by subsidiaries of Fleetwood Enterprises, Inc., sold in the
United States and Canada
COVERAGE PROVIDED
Your new travel trailer, including the structure, plumbing, heating and electrical systems, all appliances and equipment installed by the manufacturer, is warranted
under normal use to be free from manufacturing defects in material or workmanship. Appearance imperfections, or damage to paint, graphics, exterior materials, or
upholstery that may have occurred prior to delivery are normally corrected during the inspection process at the manufacturing plant or at the dealership.
1) The warranty extends to the first retail purchaser and his transferee(s) and begins on the date of original retail delivery or the date the trailer is first
placed into service as rental, commercial or demonstrator unit (whichever occurs first). The warranty extends for a period of one year from such date.
Written notice of defects must be given to the selling dealer or manufacturer not later than ten (10) days after the expiration of the warranty period.
OWNER'S OBLIGATIONS
The owner is responsible for normal maintenance as described in the Owner's Information Package; however, minor adjustments (such as adjustments to the
interior or exterior doors, LPG regulator pressure, cabinet latches, TV antenna control, etc.) will be performed by the dealer during the first 90 days of warranty
coverage. Thereafter, such adjustments are the responsibility of the owner as normal maintenance unless required as a direct result of repair or replacement of a
defective part under this warranty.
If a problem occurs which the owner believes is covered by this warranty, the owner shall contact the selling dealer, or other authorized dealer, giving sufficient
information to resolve the matter. The owner shall deliver the trailer to the dealer or a Fleetwood Service Center location for warranty service.
DEALER'S OBLIGATIONS
By agreement with the manufacturer, the dealer is obligated to maintain the trailer prior to retail sale, to perform a detailed pre-delivery inspection and to repair or
replace any parts necessary to correct defects in material or workmanship.
WHEN THE DEALER DOES NOT RESOLVE THE PROBLEM
If the dealer is unable or unwilling to resolve a problem which the owner is convinced is covered by the warranty, the owner should contact Fleetwood Owner
Relations at the address or telephone number listed below and provide Fleetwood Owner Relations with a description of the problem and attempts made to resolve
it.
MANUFACTURER'S OBLIGATIONS
Upon receipt of notice of a claim, where the dealer was unable or unwilling to resolve the problem, a Fleetwood Service Center will repair or replace any parts
necessary to correct defects in material or workmanship or will take other appropriate action as may be required.
WHAT IS NOT COVERED BY THIS WARRANTY
This warranty does not cover:
1) The tires, which are covered by the warranty of the tire manufacturer.
2) Defects caused by or related to:
a) Abuse, misuse, negligence or accident;
b) Failure to comply with instructions contained in the Owner's Information Package;
c) Alteration or modification of the travel trailer;
d) Environmental conditions (salt, hail, chemicals in the atmosphere, etc.)
3) Normal deterioration due to wear or exposure, such as fading of fabrics or drapes, carpet wear, etc.
4) Normal maintenance and service items, such as light bulbs, fuses, sealants, lubricants, etc.
5) Transportation to and from dealer or Fleetwood Service Center location, loss of time, inconvenience, commercial loss, loss of use, bus fares, vehicle rental,
incidental charges such as telephone calls or hotel bills, or other incidental or consequential damages.
Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.
This warranty gives you specific legal rights, and you may also have other rights, which vary from state to state.
The manufacturer/warrantor is not responsible for any undertaking, representation or warranty made by any dealer or other person beyond those
expressly set forth in this warranty.
For Travel Trailers Manufactured and Warranted by the following subsidiaries of Fleetwood Enterprises, Inc.
Fleetwood Travel Trailers of California, Inc.
Fleetwood Travel Trailers of Indiana, Inc.
Fleetwood Travel Trailers of Kentucky, Inc.
Fleetwood Travel Trailers of Maryland, Inc.
Fleetwood Travel Trailers of Ohio, Inc.
Fleetwood Travel Trailers of Oregon, Inc.
Fleetwood Travel Trailers of Texas, Inc.
Fleetwood Canada, Ltd.
For Customer Service assistance, contact:
Fleetwood Owner Relations
P.O. Box 59933
Riverside, CA 92517
(800) 322-8216
Publication Date: Section: 2 Page
Ownercare Manual April 2005 The Fleetwood Warranty 2-5
TRUCK CAMPERS WARRANTY
2004 MODEL YEAR
For Truck Campers Manufactured and Warranted by subsidiaries of Fleetwood Enterprises, Inc., sold in the United States
and Canada
COVERAGE PROVIDED
Your new truck camper, including the structure, plumbing, heating and electrical systems, all appliances and equipment installed by the manufacturer, is warranted
under normal use to be free from manufacturing defects in material or workmanship. Appearance imperfections, or damage to paint, graphics, exterior materials, or
upholstery that may have occurred prior to delivery are normally corrected during the inspection process at the manufacturing plant or at the dealership.
1) The warranty extends to the first retail purchaser and his transferee(s) and begins on the date of original retail delivery or the date the truck camper is first placed
into service as rental, commercial or demonstrator unit (whichever occurs first). The warranty extends for a period of two years from such date.
Written notice of defects must be given to the selling dealer or manufacturer not later than ten (10) days after the expiration of the warranty period.
OWNER'S OBLIGATIONS
The owner is responsible for normal maintenance as described in the Owner's Information Package; however, minor adjustments (such as adjustments to the
interior or exterior doors, LPG regulator pressure, cabinet latches, TV antenna control, etc.) will be performed by the dealer during the first 90 days of warranty
coverage. Thereafter, such adjustments are the responsibility of the owner as normal maintenance unless required as a direct result of repair or replacement of a
defective part under this warranty.
If a problem occurs which the owner believes is covered by this warranty, the owner shall contact the selling dealer, or other authorized dealer, giving sufficient
information to resolve the matter. The owner shall deliver the truck camper to the dealer or a Fleetwood Service Center location for warranty service.
DEALER'S OBLIGATIONS
By agreement with the manufacturer, the dealer is obligated to maintain the truck camper prior to retail sale, to perform a detailed pre-delivery inspection and to
repair or replace any parts necessary to correct defects in material or workmanship.
WHEN THE DEALER DOES NOT RESOLVE THE PROBLEM
If the dealer is unable or unwilling to resolve a problem which the owner is convinced is covered by the warranty, the owner should contact Fleetwood Owner
Relations at the address or telephone number listed below and provide Fleetwood Owner Relations with a description of the problem and attempts made to resolve
it.
MANUFACTURER'S OBLIGATIONS
Upon receipt of notice of a claim, where the dealer was unable or unwilling to resolve the problem, a Fleetwood Service Center will repair or replace any parts
necessary to correct defects in material or workmanship or will take other appropriate action as may be required.
WHAT IS NOT COVERED BY THIS WARRANTY
This warranty does not cover:
1) The battery, which is covered by a separate warranty.
2) Defects caused by or related to:
a) Abuse, misuse, negligence or accident;
b) Failure to comply with instructions contained in the Owner's Information Package;
c) Alteration or modification of the truck camper;
d) Environmental conditions (salt, hail, chemicals in the atmosphere, etc.)
3) Normal deterioration due to wear or exposure, such as fading of fabrics or drapes, carpet wear, etc.
4) Normal maintenance and service items, such as light bulbs, fuses, sealants, lubricants, etc.
5) Transportation to and from dealer or Fleetwood Service Center, loss of time, inconvenience, commercial loss, loss of use, bus fares, vehicle rental, incidental
charges such as telephone calls or hotel bills, or other incidental or consequential damages.
Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.
This warranty gives you specific legal rights, and you may also have other rights, which vary from state to state.
The manufacturer/warrantor is not responsible for any undertaking, representation or warranty made by any dealer or other person beyond those expressly
set forth in this warranty.
For Truck Campers Manufactured and Warranted by the following subsidiaries of Fleetwood Enterprises, Inc.
Fleetwood Travel Trailers of Oregon, Inc.
For Customer Service assistance, contact:
Fleetwood Owner Relations
P.O. Box 59933
Riverside, CA 92517
(800) 322-8216
Publication Date: Section: 2 Page
Ownercare Manual April 2005 The Fleetwood Warranty 2-6
Special Warranty Situations
Under special circumstances, Fleetwood may implement special warranties for products designed for
specific markets or purposes. Normally, these special warranties are variations of the general
warranties.
The Ownercare Warranty covers Fleetwood's RV products unless specifically excluded. These
exclusions may be made in cases of prototype units, demonstrator units or any other unit built or sold
under special circumstances. These units are generally discounted in price from the normal dealer
price, and no Ownercare warranty is offered.
Units remaining in dealer inventory for 3 years or longer cannot be sold with a Fleetwood warranty
without Fleetwood inspection and approval. The dealer will be responsible for the repair of any damage
resulting from improper maintenance.
If a unit is sold without Ownercare warranty, all appliances, chassis or other component warranties that
remain in effect are passed along to the retail buyer. The retail buyer has full advantage of the
appliance, fixture, or chassis warranties, if applicable.
The dealer's purchase invoice will clearly identify units that are sold without warranty. It is the dealer's
responsibility to inform, in writing, any retail customer that the unit is not covered by the Ownercare
warranty. Under these conditions, the dealer agrees, in writing, to indemnify Fleetwood and/or the
manufacturing subsidiary from any warranty liability to the retail buyer.
Supplier Warranties
Many components used in Fleetwood recreational vehicles are warranted to the retail customer by the
component manufacturer. These warranties are administered by the manufacturers of the components,
and may include or offer extended warranty terms to the retail customer. Warranty forms or cards are
included with each component that explain the warranty and allow the retail customer to register the
component with the manufacturer. The selling dealer is responsible for reviewing all warranty
documents and warranty registrations for these components. The dealer is encouraged to assist the
customer in completing and mailing these documents as required by the component manufacturers.
Some of these manufacturers offer extended warranties. The dealer is to inform the retail customer of
these extended warranties and assist the customer in obtaining the extended coverage. Extended
warranty coverage must be obtained by contacting the supplier directly. Fleetwood is not responsible
for the administration of supplier extended warranties.
Publication Date: Section: 3 Page
Ownercare Manual April 2005 Fleetwood/Dealer Relationship 3-1
FLEETWOOD RV / DEALER RELATIONSHIP
GENERAL REQUIREMENTS AND EXPECTATIONS
As a Fleetwood RV dealer, you have agreed to support the Ownercare Warranty program. Your support
of this program is essential to the success of both your dealership and Fleetwood.
As a Fleetwood RV dealer, you have a responsibility to maintain support in the areas of service,
warranty, parts and customer relations. This responsibility includes the following:
Location and Capability
Place of Business - Maintain a place of business at the address described in the Dealer Sales
Agreement or Application for Dealership. PRIOR TO ACCEPTANCE OF THE DEALER
APPLICATION, FLEETWOOD WILL REVIEW THE DEALER'S SERVICE CAPABILITY.
Facilities - Available for the display, sale, repair and service of the RV product line or lines
furnished by Fleetwood's subsidiaries.
Business Hours - Open during all normal business hours.
Warranty Document Delivery
Provide a copy of Fleetwood's current Ownercare Warranty to all retail purchasers of Fleetwood RV
products. Copies of the Ownercare Warranty documents must be made available prior to sale as
specified in the "Magnuson-Moss Warranty-Federal Trade Commission Improvement Act."
Pre-delivery Inspection
Make inspections, adjustments, and certifications as may be required under the terms of the Ownercare
Warranty and as Fleetwood or its manufacturing subsidiaries may from time to time prescribe.
Warranty Service
Provide timely warranty service to retail purchasers of Fleetwood RV products of the same brand as
your dealership has been authorized to sell, regardless if the unit was sold at retail by yourdealership.
Publication Date: Section: 3 Page
Ownercare Manual April 2005 Fleetwood/Dealer Relationship 3-2
Dealer Modification of Ownercare Warranty
The Fleetwood Ownercare Warranty will be the only warranty made or deemed to have been made to
any persons by Fleetwood Enterprises, Inc., or its manufacturing subsidiaries, and the remedies set
forth in the Ownercare Warranty shall be the only remedies available against Fleetwood Enterprises,
Inc. or its manufacturing subsidiaries, with respect to the recreational vehicle products sold to any
Fleetwood RV dealer.
NO FLEETWOOD DEALER SHALL HAVE AUTHORITY TO MAKE ANY OTHER OR DIFFERENT
WARRANTY ON BEHALF OF FLEETWOOD ENTERPRISES, INC. OR IN ITS NAME, OR ON
BEHALF OF ANY OF ITS MANUFACTURING SUBSIDIARIES OR IN THEIR NAME. ANY
OTHER OR DIFFERENT WARRANTIES MADE OR OFFERED BY THE DEALER WILL
CLEARLY SPECIFY THAT THESE OTHER AND DIFFERENT WARRANTIES ARE MADE BY
THE DEALER AND NOT BY FLEETWOOD ENTERPRISES, INC. OR ANY OF ITS
MANUFACTURING SUBSIDIARIES.
Compliance with Policies and Procedures
All warranty service performed by the dealer shall be performed in accordance with the policies and
procedures set forth in the current Fleetwood RV Ownercare Manual and in warranty manuals,
bulletins, announcements and other documents relating to warranty service, which the manufacturer
will supply to the dealer.
Failure to Perform
Failure by either the dealer or Fleetwood Enterprises, Inc. or its manufacturing subsidiaries, to fulfill the
terms and conditions of this policy will be good and sufficient cause for termination of the
manufacturer/dealer relationship.
Termination of Fleetwood/Dealer Relationship
If the manufacturer/dealer relationship is terminated for any reason, all units that were purchased by the
dealer from the manufacturer will be subject to the obligations of the dealer and the manufacturer.
These obligations will continue, with respect to each of those units, despite the termination of the
manufacturer/dealer relationship. These obligations will apply to all units purchased from the
manufacturer, regardless of the date of sale of that unit by the dealer to a retail customer. However,
terminated dealers must have prior authorization from Fleetwood RV Dealer Technical Support at (800)
816-9825, for any warranty work performed on stock or customer units. The manufacturer reserves the
right to reassign any warranty service obligations to any other authorized warranty repair station.
Publication Date: Section: 3 Page
Ownercare Manual April 2005 Fleetwood/Dealer Relationship 3-3
PRODUCT PURCHASE AND SALE
One of the primary goals of the Fleetwood Ownercare manual is to increase the likelihood that
Fleetwood Recreational Vehicle products are presented to rental or retail customers in a fully
functional/salable condition, and meet all reasonable expectations of merchantability.
The manufacturing plant(s), by a series of quality control checks at each station in the manufacturing
process and by an extensive inspection during the final finish process, makes every effort to deliver the
product to the dealer in a salable condition. Fabrication or manufacturing irregularities, or factors and
conditions outside the control of either the manufacturing plant or the dealer may contribute to slight
surface or cosmetic irregularities, or mechanical adjustments ("defects"). The dealer must note these
defects, and consult with the Fleetwood RV Dealer Technical Support, at (800) 816-9825 to make
adjustments or otherwise prepare the unit for sale.
Product Delivery Receipt
The Product Delivery Receipt serves three purposes:
1. To identify the vehicle delivered, and confirm its delivery to the appropriate dealership.
2. To provide a checklist and appropriate, descriptive commentary that the vehicle was delivered
with all components complete and intact.
3. To provide a way to gather product information usable in Fleetwood's product improvement
research.
The Product Delivery Receipt is partially completed by the manufacturing plant. When the unit is
delivered to the dealer, the dealer and/or delivery agent or driver completes the remainder of the form
after inspecting the unit.
The intent of this inspection is to identify small irregularities in the product that require minimal
adjustment or attention. Gross defects or component failures are covered under Fleetwood's
Ownercare Warranty, and for these types of defects, the dealer should submit a regular warranty claim
after accepting the unit.
When the unit is delivered to the dealer, the dealer or an authorized representative is to inspect the
unit.
The extent of this inspection is to include, but is not limited to, the following:
- Obvious transportation damage such as:
Broken windows/windshields
Unit Cleanliness
Broken lenses/bulbs
Scratches/breaks/dents on exterior surfaces, paint or components
Broken or damaged housings, cowlings or protective coverings
Other damage or defects directly caused by road hazards or in-transit vandalism incurred during
shipping/transportation of the unit to the dealership.
Publication Date: Section: 3 Page
Ownercare Manual April 2005 Fleetwood/Dealer Relationship 3-4
Product Delivery Receipt (cont.)
- Obvious manufacturing plant omissions such as:
Owner's manuals
Warranty cards/booklets
Appliance operating instructions
Missing components
Obvious manufacturing errors.
- Shortages or errors in standard or optional equipment;
- Errors in billing;
- Any component that by visual inspection can be found to require repairs needed to restore the unit
to a completely merchantable condition as intended by the manufacturing plant.
Specifically excluded from this Product Delivery Receipt form are items that are grossly defective or
inoperative and would otherwise normally be covered under Fleetwood's Ownercare Warranty.
After the dealer inspection, any shortages, errors or delivery damage, of the type outlined in this
section, should be noted on the Product Delivery Receipt before accepting the unit from the dealer's
transporting agent (or manufacturing plant in the case of dealer pickup).
Any shortages, errors or delivery damage, of the type outlined in this section, that are overlooked or
missed at delivery (other than those noted on the Product Delivery Receipt) must be claimed by
contacting the Fleetwood RV Dealer Technical Support at (800) 816-9825, within 24 hours after the unit
has been accepted at the dealership. Claims submitted for shortages, errors or delivery damage after
this period may not be covered, but will be reviewed on a case-by-case basis by Fleetwood RV Dealer
Technical Support.
After the unit has been inspected, the following signatures are required on the Product Delivery
Receipt:
- The dealer or his authorized representative or;
- The driver making the pick up if he is a bonafide employee of the dealer and is specifically
authorized by the dealer to accept the unit.
In cases of motor home deliveries, the Product Delivery Receipt must be completed as above, but with
additional information by the motor home delivery driver. The driver should use the "Delivery Driver
Comments" section of the form.
NOTE: The section titled "Delivery Driver Comments" is for use in delivery of motor
homes only and should not be used by drivers delivering travel trailers.
Publication Date: Section: 3 Page
Ownercare Manual April 2005 Fleetwood/Dealer Relationship 3-5
PRODUCT DELIVERY RECEIPT (PDR) FORM
I have checked the loose items indicated in the attached Delivery Ticket and all are present in the recreational
vehicle.
3
4
5
6
7
The following manuals and warranty booklets are in the recreational vehicle:
Refrigerator Operating Instructions / Warranty
1
2
PRODUCT DELIVERY RECEIPT OWNER CAREFLEETWOOD® RV
MANUFACTURING PLANT
VEHICLE SERIAL NUMBER DATE OF MANUFACTURE
Brand-Model-Color
Vehicle Owner's Manual
DEALER
Data Plate
Automotive Systems Warranty
Tire Warranty
Furnace Operating Instructions / Warranty
Battery Warranty
Water Heater Operating Instructions / Warranty
Range Operating Instructions/ Warranty
Chassis Owner's Manual
Operating Instructions / Warranty for other
major appliances, and/or components of the
vehicle
The following damaged items were noted or replacement parts are required (if none, so indicate):
Missing items (if none, so indicate):
The following repairs are required and will be corrected by the dealer (if none, so indicate):
DEALER
I acknowledge that I have inspected the above unit and have found it to be in satisfactory condition
with the exceptions noted above.
Signature Date
Delivery Driver Comments (Related to Motor Homes only):
1. Note any delivery damage
2. Note any system failures that occurred in transit (electrical lighting, air conditioning, etc.).
3. Note any problems with chassis drive train or performance.
Publication Date: Section: 3 Page
Ownercare Manual April 2005 Fleetwood/Dealer Relationship 3-6
How to Complete the Product Delivery Receipt (PDR) Form
1. The dealer information, manufacturing plant, vehicle serial number and brand-model-color
sections will be completed from the manufacturing plant.
2. Place a check mark in each box indicating that each of the items listed are in fact located inside
the unit.
3. List any obvious transportation damage.
4. List any missing items or shortages or errors in standard or optional equipment.
5. List any obvious repairs that the dealer will have to perform prior to retail sale.
6. The dealer or his representative should sign and date the form.
7. This area is reserved for comments from the delivery driver regarding any concerns
experienced with the unit.
Additional information supplied by the motor home driver should include:
Any delivery damage.
Any system failures that occurred in-transit (chassis, electrical, lighting, air conditioner, etc).
Any problems with the chassis drive train or performance.
Driver comments-The delivery driver should sign and date the comments section before
dealer comments are made.
After completion of the Product Delivery Receipt, the dealer or an authorized dealership representative
signs the form, accepting the unit. By this acceptance, the dealer agrees to correct any noted or unnoted
deficiency prior to retail delivery and prepare the unit thoroughly for retail delivery.
Order Of Completion For PDR Deficiencies
All deficiencies noted on the PDR must be completed within 60 days from retail delivery except:
- Safety related concerns-repair immediately after receipt of the unit
- Functional concerns-repaired within 30 days or prior to retail delivery.
- Delivery damage concerns-repaired within 60 days.
- Cosmetic concerns-may be noted but not repaired unless instructed by the customer at retail
delivery. The dealer will notify the customer that they have 90 days to address these concerns
or risk denial of warranty coverage. If unsure whether a repair qualifies as a cosmetic concern,
contact the Fleetwood Service Facility to discuss.
Publication Date: Section: 3 Page
Ownercare Manual April 2005 Fleetwood/Dealer Relationship 3-7
PRODUCT DISPLAY AND PROTECTION
In order to ensure that the retail customer receives the product in the best possible condition, the dealer
must ensure that the units in inventory are adequately protected prior to sale through regular lot
maintenance. Lot maintenance is the selling dealer's responsibility.
It is the dealer's responsibility to prevent damage. Damage caused by improper storage
techniques (i.e. failure to rotate inventory on the dealer's lot) is considered negligence and will
not be considered for warranty reimbursement.
Units must be stored and displayed in a way that would prevent:
- Damage to waterlines, water tanks and other components caused by freezing.
- Damage to fabrics, carpet, drapes, etc. by water or sun fade caused by open windows, open
vents, soiling, etc.
- Battery freeze-up or damage caused by not maintaining a full charge.
- Exterior finish damage caused by air pollutants near factories, power plants, or other industrial
wastes, storage under trees, etc.
- Other damage caused by improper storage or dealer maintenance.
It is the dealer's responsibility, as part of the regular lot maintenance, to inspect all roof, body
and window seams, and sealants every 90 days and reseal as necessary. This maintenance is
not a warranty concern and will not be considered for warranty reimbursement.
Publication Date: Section: 3 Page
Ownercare Manual April 2005 Fleetwood/Dealer Relationship 3-8
RETAIL DELIVERY CHECKOUT (PRE-DELIVERY)
As part of the retail sale of any RV unit the dealer sells, the dealer is expected to inspect and adjust the
unit and its systems, and familiarize the retail customer in the use of the vehicle.
This pre-delivery service will include, but is not limited to, all items covered on the Ownercare Delivery
Checkout form provided by the manufacturing plant. The removal of the protective plastic cover on the
carpet is also required. The pre-delivery process does not include expenses incurred in correcting
manufacturing defects. Repairs to correct manufacturing defects will be covered and reimbursed
through regular warranty procedures.
Repairs made prior to delivery to the customer constitute "stock unit" repairs. The exception to this
definition would be if the customer has inspected the recreational vehicle, has provided a repair list, and
will sign the warranty document.
Pre-delivery Adjustments
Adjustments are required to enable the customer to enjoy the full use of the vehicle and its features as
the manufacturer intended it. These adjustments are not necessarily related to a defective component.
The selling dealer will be responsible for all adjustments before the unit is delivered to the retail
purchaser and for a 90-day period after the retail sale. After the 90-day period of time all
adjustments are the responsibility of the retail owner.
"Adjustments" include:
- Adjustment of LP regulator to proper pressure;
- Correction of rattles and squeaks;
- Appliance pilot light adjustments;
- Minor adjustments listed in the Ownercare Delivery Checkout form and required as part of the
retail delivery service by the dealer.
Publication Date: Section: 3 Page
Ownercare Manual April 2005 Fleetwood/Dealer Relationship 3-9
Ownercare Delivery Checkout
The Ownercare pre-delivery inspection requirements are listed on the Ownercare Delivery Checkout
form.
The selling dealer must complete the inspection, make any adjustments, and fill out the Ownercare
Delivery Checkout form completely and accurately. Paper forms must be typed or legibly printed as
multiple copies are being made, and the information becomes part of the permanent Ownercare
records establishing the warranty start date for the unit.
At the retail sale, the selling dealer is also required to:
- Instruct the retail purchaser in the proper and safe preparation and operation of the vehicle and
related equipment, as recommended in the Owner's Manual delivered with the unit.
- Present the Owner's Information envelope containing the Fleetwood Owner's Manual and all
other warranty documents and manuals (i.e. Chassis Operator's Manual), as well as extra keys,
to the retail customer.
- Review all warranty documents and warranty registrations for each appliance, and encourage
the customer to complete and mail these documents to the appliance supplier. Customers are
to be informed of all extended warranties offered by the suppliers.
The retail customer's signature on the completed Ownercare Delivery Checkout form indicates:
- That all required pre-delivery adjustments have been completed;
- That the selling dealer has satisfactorily explained all safety related equipment and functions;
- That all documents and materials, including all Owner's and Operator's manuals intended for
the retail purchaser have been included in the unit;
- That the retail customer accepts the unit and understands the proper and safe operation of the
vehicle and related equipment.
If the retail customer refuses to sign the Ownercare Delivery Checkout form, the dealer will explain the
reasons for the customer's refusal to sign and send the completed paper form to Fleetwood Owner
Relations.
BY SIGNING THE OWNERCARE DELIVERY CHECKOUT, THE DEALER CERTIFIES THAT THE
REQUIRED SYSTEM INSPECTIONS AND ADJUSTMENTS LISTED ON THE FORM HAVE BEEN
SATISFACTORILY COMPLETED.
Publication Date: Section: 3 Page
Ownercare Manual April 2005 Fleetwood/Dealer Relationship 3-10
PRE-DELIVERY INSPECTION (PDI) FORM
TRAVEL TRAILER & MOTOR HOMES
1
2
3
4
5
6
7
8
1. Fill in the dealer name, number and
address.
2. Fill in the manufacturer, selling plant
number and date of manufacture of
the unit being retailed.
3. Fill in the vehicle's serial number and
chassis number, brand, model, color,
and product code.
4. Fill in the selling dealer's telephone
number, the salesperson's name and
the retail delivery date.
5. Fill in the customer's name, address,
phone number and the mileage at
delivery.
6. Check each item tested,
demonstrated, and explained to the
retail customer.
7. Fill in the trade-in vehicle information,
if applicable.
8. The customer and the dealer or his
representative should both sign the
form.
Publication Date: Section: 3 Page
Ownercare Manual April 2005 Fleetwood/Dealer Relationship 3-11
PRE-DELIVERY INSPECTION (PDI) FORM
MOTOR HOME
* COMPLETE LPG LEAK TEST * TOILET FUNCTIONS PROPERLY * NO APPARENT DAMAGE * AUTOMOTIVE SYSTEMS
LPG REGULATOR CHECK AND ADJUSTED HOLDING TANKS CHECKED ALL WHEELS TORQUED TO SPECIFICATION DRIVER CONTROLS
* ALL PILOTS FUNCTIONING PROPERLY KNIFE VALVES CHECKED TIRE PRESSURE CORRECT IN ALL TIRES INSTRUMENTS, GAUGES AND
* ALL LPG APPLIANCES FUNCTION PROPERLY SPARE TIRE PRESSURE CORRECT STEERING FUNCTION PROPERLY
FURNACE/BLOWER THERMOSTAT INTERIOR SUSPENSION CHECKED CRUSE CONTROL
RANGE/OVEN/WATER HEATER COMPLETE SET OF KEYS TO UNIT BRAKES FUNCTION PROPERLY PARKING BRAKE
REFRIGERATOR (SET TO LPG OPERATION) FLEETWOOD, CHASSIS AND ALL INSTALLED TIRE, BATTERY & APPLIANCE WARRANTY AUTO / HEATER
EQUIPMENT, OWNER'S(S) MANUALS, GUIDES CARDS AND PAPER FILLED OUT AND SIGNED RADIO / STEREO
BATTERY(IES) WARRANTY, SERVICE AND MAINTENANCE BY CUSTOMER SEAT ADJUSTMENTS
ELECTROLYTE LEVEL MATERIALS IN UNIT * ALL DOOR CATCHES FUNCTION PROPERLY COMPLETE CHASSIS PREDELIVERY CHECKOUT
HYDROMETER READING OF FLOOR COVERING ACCEPTABLE * ALL VENTS FUNCTION PROPERLY SERVICE COMPLETE ACCORDING TO CHASSIS
1.280 IN ALL CELLS COUNTER TOPS ACCEPTABLE * ALL WINDOWS FUNCTION PROPERLY MANUFACTURERS PROCEDURE
CONNECTIONS CLEAN & TIGHT CURTAINS & DRAPES COMPLETE EXIT WINDOW FUNCTIONS PROPERLY MIRRORS
CONVERTER/FUSES/CIRCUIT BREAKERS RODS TIGHT & FUNCTION PROPERLY BUNKS, LOUNGES, BEDS FUNCTION HEADLIGHTS ADJUSTED
*INTERIOR/EXTERIOR LIGHTS * ALL DOOR CATCHES FUNCTION PROPERLY PROPERLY FRONT END ALIGNMENT CHECK
VENT FANS * ALL WINDOWS FUNCTION PROPERLY FLEETWOOD, CHASSIS AND ALL INSTALLED
REFRIGERATOR (SET TO 12 VOLT AC OPERATION * ALL VENTS FUNCTION PROPERLY FOR TRAVEL TRAILERS ONLY EQUIPMENT, OWNER(S) MANUALS, GUIDES
MONITOR PANEL (ALL FUNCTIONS) EXIT WINDOW FUNCTIONS PROPERLY ROCKGUARD IN PLACE AND LATCHED WARRANTY, SERVICE AND MAINTENANCE
110V ELECTRICAL BUNKS, LOUNGES, BED FUNCTION HUB BEARING LUBRICATED MATERIALS IN UNIT
CONVERTER/FUSES/CIRCUIT BREAKERS PROPERLY HITCH AND COUPLER CHECKED ENGINE DRIVE BELTS PROPERLY
INTERIOR/EXTERIOR RECEPTACLES BRAKE CONTROL ADJUSTED AND TENSIONED
INTERIOR LIGHTS EXTERIOR BRAKES FUNCTION PROPERLY CHASSIS WARRANTY CARDS AND PAPERS
REFRIGERATOR (SET TO 110 VOLT AC OPERATION) NO DAMAGE UNIT TRAILS CORRECTLY FILLED OUT AND SIGNED BY THE CUSTOMER
AIR CONDITIONERS NO APPARENT CAULKING OR TOW VEHICLE MIRRORS PROPERLY
FRESH WATER SYSTEM STRUCTURAL PROBLEMS ADJUSTED
* COMPLETE WATER SYSTEM LEAK TEST * ENTRY DOOR(S) & LOCK(S) LPG CYLINDERS PURGED
CITY WATER CONNECTION FUNCTION PROPERLY
INTERIOR LIGHTS * ENTRY STEP(S) FUNCTION PROPERLY
WATER PUMP FUNCTIONS PROPERLY ALL SCREENS IN PLACE
SYSTEM FUNCTIONS ON BOTH * ALL EXTERIOR COMPARTMENT DOORS &
SELF-CONTAINED AND CITY HOOK-UP LOCKS FUNCTION PROPERLY
WINTERIZED (WHERE APPLICABLE)
CUSTOMER ORIENTATION
10 MINUTE DEMONSTRATION RIDE GFCI OPERATION REVIEWED "RULES FOR EQUIPMENT REVIEWED CONTENT OF CARRYING
* APPLIANCE(S) OPERATION REVIEW OF OWNERCARE WARRANTY, SELECTION AND PREPARATION FOR CAPACITY TAG
* POWER PLANT(S) OPERATION CONTENTS OF OWNER'S INFORMATION TOWING" IN OWNERS MANUAL (TRAILER HITCHING TECHNIQUE DEMONSTRATED
* STEREO/TV/VIDEO SYSTEM(S) OPERATION PACKAGE AND NEED TO READ AND ONLY) (TRAILERS ONLY)
SMOKE, CO AND LPG DETECTOR OPERATION FOLLOW INSTRUCTIONAL MATERIALS REVIEWED "TRAILER HITCHES AND SWAY REVIEWED VEHICLE WEIGHT, TOWING
CONTROLS" SECTION OF OWNERS MANUAL RESTRICTIONS AND LOADING CRITERIA
(TRAILERS ONLY)
DEALER
DELIVERY CHECKOUT OWNER CAREFLEETWOOD® RV
MANUFACTURER / LOCATION
VEHICLE SERIAL NO DATE OF MANUFACTURE
Brand-Model-Color
DEALER
DEALER NO.
INV. REF. NO.
SALESPERSON'S NAME:
CUSTOMER'S NAME
CO-OWNER'S NAME
MAILING ADDRESS
OR P.O. BOX
CITY
RETAIL DELIVERY DATE:
MILEAGE AT DELIVERY
CUST. EMAIL ADDRESS
CUSTOMER PHONE
STATE TRADE-IN INFORMATION:
MAKE MODEL YEAR
LPG GAS SYSTEM:
Fleetwood Enterprises, Inc. under terms of the "Ownercare" warranty issued by the manufacturing subsidiary, has provided for a complete checkout and
customer orientation at the retail sale of a recreational vehicle. When the items...
WASTE WATER SYSTEM CHASSIS FOR MOTOR HOMES ONLY
SYSTEMS CHECKOUT
"OWNER CARE" Checkout List
NOTE: ITEMS IN THE ABOVE CHECKLIST MARKED BY A * ARE INCLUDED IN THE DEALER ADJUSTMENTS AS DEFINED IN THE WARRANTY SECTION OF THE
FLEETWOOD RV OWNERCARE MANUAL. THESE ADJUSTMENTS AND CHECKS ARE PROVIDED TO THE ORIGINAL PURCHASER BY THE SELLING DEALER FOR 90 DAYS AFTER
PURCHASE.
CUSTOMER SIGNATURE DEALER SIGNATURE
X X
ABZ FUN RV'S
1234 American Way
Your City IN 46733
Fleetwood Motor Homes of Indiana, Inc. - Decatur
770M34487118
770 DISCOVERY 35M 4 RAINFOREST / WALNUT 4UZAAHAK23CM35634
D999999
Verify all preprinted
information is correct.
Clearly print / type all customer
information in this section.
Clearly mark / check all system
checkout procedures applicable
to this vehicle in this section..
FLEETWOOD FIRST ID
ZIP CODE
12V ELECTRICAL
The customer and the
dealership representative
should sign the form.
All items on the above checklist have been performed by the undersigned dealer to my complete satisfaction. My dealer has explained to my satisfaction the proper and safe
operation of this vehicle and related equipment, and I understand how to safely prepare and operate this vehicle as recommended in the Owners Manual(s) delivered with the
vehicle. I accept this vehicle as satisfactory and in usable condition. I understand that any manufacturing defects will be repaired pursuant to the terms of the Fleetwood "Owner
Care" warranty included with the purchase price of this vehicle. I further understand that I will receive my owner warranty identification card after my dealer has returned this
completed form to Fleetwood. Until I receive the card, my copy of this form is verification of my warranty coverage.
Publication Date: Section: 3 Page
Ownercare Manual April 2005 Fleetwood/Dealer Relationship 3-12
ELECTRONIC (FDN) PRE-DELIVERY INSPECTION FORM
1
2
3
4
5 6
7 8
9
10
11
1. Choose if the product registration is for the original owner or a subsequent owner.
2. Choose if this unit has a standard warranty or is an exception to the normal warranty.
3. List the salesperson's name.
4. List the Fleetwood Identification Number (FIN).
5. List the retail delivery date.
6. List the dealer unit stock number.
7. List the Vehicle Identification Number (VIN) of the chassis.
8. List the mileage at delivery.
9. List the owner's name, address, home and work telephone numbers.
10. Check each box in the checklist section as completed. Check the rental unit box, if applicable.
11. Input any comments, regarding this product's registration, that need to be brought to
Fleetwood's attention.
Publication Date: Section: 3 Page
Ownercare Manual April 2005 Fleetwood/Dealer Relationship 3-13
Submission and Distribution of the Ownercare Delivery Checkout Form
The signed copies of the Ownercare Delivery Checkout are distributed as follows:
Electronically:
The dealership must complete and retain the original hard copies (except the pink
copy) of the Ownercare Delivery Checkout form, on file, for a period of seven years
from the date of retail sale. Enter the corresponding information into the Electronic
Product Registration form supplied with the Fleetwood Dealer Network application
software and submit it to Fleetwood within 30 days of the delivery date.
Pink copy to owner
Paper:
White and yellow copies are to be mailed to Riverside Owner Relations. The papercopies must be returned within 30 days of the delivery date.
Pink copy to owner
Gold copy to dealer
Fleetwood Enterprises, Inc. or its manufacturing subsidiaries have the right to audit, inspect or obtain
the original documents relating to the sale and registration of the unit.
Motor Home Chassis Pre-delivery and Separately Warranted Equipment
As part of Ownercare responsibility, the dealer is to perform a complete chassis pre-delivery check
(which includes testing and correcting steering issues), as outlined in the chassis manufacturer's New
Vehicle Inspection Sheet or Pre-delivery Inspection form. The selling dealer is also responsible for
completing and forwarding the Delayed Warranty Start form to the chassis manufacturer so the
warranty can be properly registered. The chassis manufacturer forms are provided with the new vehicle
package supplied by Fleetwood.
The automotive system (including the chassis and drive train), tires and batteries are all warranted by
their respective manufacturers and are excluded from coverage by the Fleetwood Ownercare Warranty.
Any warranty adjustment made on these specified parts or systems must be made by the
manufacturers or their designated service centers or warranty stations; however, the dealer may assist
the retail customer in obtaining warranty service for these separately warranted items.
Failure to Fulfill Delivery Requirements
If the dealer fails to carry out his responsibilities properly, as outlined, Fleetwood may assume
responsibility for retail checkout and adjustment and may bill the dealer for the costs incurred.
Publication Date: Section: 3 Page
Ownercare Manual April 2005 Fleetwood/Dealer Relationship 3-14
Unit "In-Service" Qualifications
A unit is considered placed "In Service" when it is:
- Regularly used as a "test drive" unit.
- Reaches 1,000 miles above the odometer reading at the time of delivery.
- Loaned for any purpose to a prospective customer, employee or any other person.
- Used for any other purpose than for display, for sale at the dealer's normal place of business, or
authorized recreational vehicle show.
- Used in a rental fleet.
When a unit is placed in service as a demonstrator or rental unit, the Ownercare Delivery Checkout
form is completed and forwarded to Fleetwood Owner Relations. The words "Placed in Demonstration"
or "Placed in Rental" will be written in the spaces provided for customer name. All other information
must be furnished, indicating that the pre-delivery service has been completed. The chassis warranty
forms should also be completed at this time and forwarded to the appropriate chassis manufacturer.
The Ownercare Delivery Checkout form must be electronically submitted or mailed to Fleetwood
Owner Relations within 30 days after the unit is placed in rental or demonstration service.
Units Sold Without Warranty
The dealer is required to perform a complete pre-delivery inspection and to complete an Ownercare
Delivery Checkout form for all motor homes, travel trailers and truck campers. The form must be
clearly marked "No Warranty, Express or Implied." This form will supply owner information for
Fleetwood's records and must be filled out accurately and completely.
The box marked "Exception" on the electronic product registration form should be checked to indicate
any special circumstances such as units sold without warranty or special promotional exception. When
this box is checked, you will be prompted to add comments to explain the exception and submit the
form. Please enter a clear and concise explanation for the exception.
Publication Date: Section: 3 Page
Ownercare Manual April 2005 Fleetwood/Dealer Relationship 3-15
SPECIAL TEST PROCEDURES
The following tests are required as part of the Ownercare pre-delivery inspection (PDI). These tests
are only warrantable when performed in conjunction with a repair. The repair and test may be billed on
a warranty claim.
LP Gas System Leak Test (Type 1)
The dealer is to perform a complete LP gas system leak test after every repair that breaks the LP gas
system integrity and in all cases of LP gas system leak repair. This leak test is to be listed as a
separate operation on the warranty repair order with a labor time allowance of .2 hours.
Required special tools:
Test manometer with a gauge face indicating 0-14 inches water column in 1/10 inch water column
increments (Bastian Blessing #D400, dial face #2434-A2M) or equivalent.
Test Procedures
The following test procedures are recommended for leak testing LP gas systems with appliances
installed in Fleetwood recreational vehicles:
1. Close all appliance shutoff valves.
2. Close all pilot shutoff valves.
3. Close LPG tank shutoff valves.
4. Remove one range gas burner and install manometer to valve spud on manifold. Open the
valve.
5. Open the LP storage tank valve to pressurize the gas supply system. Check the manometer to
assure the system has at least 10"-14" water column of pressure.
6. Leave the LPG tank valve in the "ON" position and coat the appliance connections and the LPG
hose connection with a soapy water or bubble solution to check for leakage. If a leak is present,
it will cause bubbles at its location.
NOTE: THE TEST SOLUTION MUST NOT CONTAIN AMMONIA OR CHLORINE.
7. Leave the manometer attached to the range, shut off the LPG tank valve.
8. Bleed the pressure down to 8" water column (plus or minus ½") by slightly opening a range
burner valve and mark the dial face with a grease pencil at the exact location of the gauge
needle. There should be no loss in pressure over a three (3) minute period.
9. After successful completion of the test, remove the manometer assembly from the range and
reconnect the burner.
NOTE: If pressure is lost and no leak can be detected by the bubble solution method,
disconnect and cap off the DSI water heater and/or furnace and retest. When the
system meets the requirement in (8) above, reconnect appliances and check with
bubble solution to assure that these connections are leak-free.
Publication Date: Section: 3 Page
Ownercare Manual April 2005 Fleetwood/Dealer Relationship 3-16
RV LP GAS SYSTEM TEST "AT THE SOURCE" PROCEDURES (Type 2)
Purpose: Determine the integrity of the LP gas system pursuant to ANSI A119.2INFPA 1192
paragraph 5.4.18.2 (2002 edition). If there is a leak in the system you must locate and repair it. If
you are not going to repair the leak immediately, you should disconnect the regulator from the
service valve and put a red tag on the POL to prevent the system from being used until repairs have
been completed. Tools to aid you in finding a leak are electronic gas detector and approved liquid
leak detector solutions.
1 HOOKING UP THE TEST KIT: With all appliances turned off and the LP gas supply shut off,
disconnect the low-pressure hose or piping from the regulator outlet and connect the 3/8" female
flare of the Test Kit flex hose (item "B") to the regulator outlet fitting. Reattach the low-pressure
hose from the unit to the male half-union end (item "C") of the Test Kit. Make sure these
connections are leak free.
If using Option 1, attach your manometer hose to the 5/16" hose barb (item "F"). If using Option 2,
the manometer is a part of the kit. With this type of test setup, you are working at the propane
container with the regulator and manometer right in front of you. This allows one person to do the
regulator flow and lockup function test as well as the required system leak test without having to
enter the coach.
2 PRESSURE DROP LEAK TEST: With the Test Kit connected, slightly crack open the
service valve, allowing the gas pressure to slowly build to a pressure between 7.5 and 8.5 inches of
water column showing on the manometer. Close the service valve and check to make sure that the
manometer reading is within the required range. If the reading on the manometer exceeds 8.5
inches of water column, then the pressure will have to be bled off. To do this, slightly crack-open
the gas cock (item. "D"), and allow the pressure to bleed down until it is in the desired range then
close the gas cock. Be aware that if the pressure was allowed to go beyond 8.5 inches of water
column during the charging process, the diaphragms in the systems regulators will have been
stretched slightly. Then after the pressure is bled down to the desired range, and the gas cock has
been closed, the pressure displayed on the manometer may increase due to the contraction of the
rubber diaphragms in the systems regulators. This condition may be more prevalent on smaller
systems with limited volume. After the manometer reading has stabilized, record the beginning time
and manometer reading. At the end of the test, record the ending time and manometer reading.
RVIA code, ANSI A119.2 / NFPA 1192 paragraph 5.4.18.2 (2002 edition), requires that this
pressure be measured for a period of three (3) minutes without a pressure drop. For your protection
and proof that you did an approved leak test, these readings should be recorded on the customers
work order form.
3 OPERATING PRESSURE TEST: After completing the pressure drop leak test in step 3
above, open the container service valve full open. Open the gas cock (item. "D") full open, this
allows 30 cubic feet per hour of gas to flow out of the orifice, which represents about one half or
more of the BTU flow rate of the inside appliances (75000 BTU/ hour.). The operating pressure is
now shown on the manometer. This operating pressure should be 11 inch water column plus or
minus 1/2 + inch. If you find the pressure is out of range, readjust the regulator by removing the
dust cap and turning the adjustment screw clockwise to increase the output pressure or counter
clock wise to decrease the output pressure.
Publication Date: Section: 3 Page
Ownercare Manual April 2005 Fleetwood/Dealer Relationship 3-17
4 LOCKUP PRESSURE TEST: Slowly close the gas cock (item "D") to shut off the flow of gas
out of the orifice. The regulator is now in a lockup condition. The RVIA code ANSI AII9.2 I NFPA
1192 paragraph 5.2.9.2 (2002 edition) limits this pressure to a maximum of 14" water column.
Always check the lockup pressure after the regulator has been properly adjusted.
5 DISCONNECTING THE TEST KIT: Shut off the LP gas supply. Open the gas cock (Fig. 3-4
"D") to bleed the gas from the system. Remove the Test Kit from the system and reconnect the lowpressure
hose or piping of the unit to the regulator outlet fitting. Open the container valve to charge
the system. Leak test this connection, using an approved leak test solution. If the unit is not going to
be put into immediate service, close the container valve. It is recommended that all readings
collected during these tests be recorded on the customer work order form.
LP GAS IS FLAMMABLE, THEREFORE THE ABOVE TESTS SHOULD
BE DONE IN A WELL VENTILATED AREA AWAY FROM ANY SOURCE
OF IGNITION
RV LP GAS SYSTEM TEST KIT
PARTS LIST:
A Brass ¼" Female pipe Cross.
B Low pressure flex hose connector (short length - 6".)(3/8" female flare one end,
¼" male pipe other end.)
C Male half-union ¼" pipe x 3/8" male flare.
D Gas cock ¼" male pipe x ¼" female pipe.
E ¼" pipe plug drilled with a # 41 orifice drill or 3/32" std. Drill, (75,000 BTU).
F ¼" male pipe x 5/16" hose barb fitting (for manometer hose hookup NOTSHOWN), or "G" below.
G Dial manometer with ¼ " male pipe thread or "F" above.
! WARNING
Publication Date: Section: 3 Page
Ownercare Manual April 2005 Fleetwood / Dealer Relationship 3-18
The LP Gas System Test Kit Option 1 is shown in Figure 3-4.1 and Option 2 in Figure 3-4.2.
Assemble the RV LP Gas System Test Kit from locally available components.
FIG 3-4.1 (Option 1)
FIG 3-4.2 (Option 2)
B
C
Option to "B" Below
D
F
E
A
To Regulator To Unit
#41
Orifice Drill
B
C
Option to "B" Below
D
G
E
A
To Regulator To Unit
#41
Orifice Drill
Publication Date: Section: 3 Page
Ownercare Manual April 2005 Fleetwood/Dealer Relationship 3-19
ANSI A119.2/NFPA 1192
PAGE 16, 2002 EDITION
5.4.18 Testing for Gas Leakage,
5.4.18.1 Before Appliances Are Connected. Piping systems shall be proven by test to be
leak-free by maintaining an air pressure of at least 6 in. mercury (20.7 kPa) or 3 psi (20.7
kPa) for a period of at least 10 minutes. Before the test is begun, the temperature of the air
and of the piping shall be approximately the same, and a uniform temperature shall be
maintained throughout the period. Leaks, if observed, shall be located and corrected.
Defective material shall be replaced. Products that contain ammonia or chlorine shall not be
used for testing. Tests shall be conducted by either of the following methods:
(1) The source of the air pressure to the piping system shall be shut off. The pressure in the
system shall be measured over a period of 10 minutes with a mercury manometer, slope
gauge, or equivalent device, calibrated so as to be read in increments of not greater than
1/10 psi (0.7 kPa). During the 10-minute period a drop in pressure shall not occur.
(2) A bubble type leak detector shall be installed between the source of air pressure and the
piping system. The bubble detector shall not indicate any air flow for a period of I minute.
5.4.18.2 After Appliances Are Connected. When appliances are connected to the piping
system, the entire piping system shall be proven by test to be leak-free by maintaining an air
pressure of not less than 10 in. water column (2.5 kPa) nor more than 14 in. water column
(3.5 kPa). Before the test is begun, the temperature of both air and piping shall be
approximately the same, and a uniform temperature shall be maintained through the test
period. Leaks if observed shall be located and corrected. Products containing ammonia or
chlorine shall not be used for locating leaks. Defective material shall be replaced. As an
alternative procedure a pressure drop test shall be permitted to be conducted by any of the
following methods:
(1) The entire system shall be pressurized to not less than 8 in. water column (1.99 kPa) or
more than 14 in. water column (3.5 kPa), the appliance shutoff valves shall be closed,
and the system shall be isolated from all sources of pressure. When the test gauge is
installed downstream of an appliance regulator, before the test is begun, open one valve
and lower the pressure to 8 in. + 0.5 in. water column (1 .99 kPa + 0.5 kPa) so that the
appliance regulator is in an open condition. The pressure in the system shall be measured
over a period of 3 minutes with a manometer or with a pressure-sensing device
designed and calibrated to read, record, or indicate a pressure loss due to leakage during
the pressure test period. During the 3 minute period, a drop in pressure shall not occur.
(2) A bubble-type leak detector shall be installed between the source of air pressure and the
piping system. The bubble detector shall not indicate any air flow for a period of 1 minute.
(3) As an alternate test, the appliance connections shall be tested for leakage with either
soapy water or bubble solution.
Publication Date: Section: 3 Page
Ownercare Manual April 2005 Fleetwood/Dealer Relationship 3-20
Plumbing Leak Test
The dealer is to perform a complete pressure test of the fresh water system after every repair that breaks
the water system integrity or in case of the repair of fresh water system leaks. This test is to be listed as a
separate operation on the warranty repair order with a labor allowance of .3 hours.
Required Special Tools:
Air pressure capable of
100 psi, suitable gauge.
Test Procedure
1. Fill fresh water tank to
a minimum of half capacity.
2. Ensure that water
heater tank is full of
water or damage could
occur.
3. Turn on pump. Run
water from all faucets to
ensure that water is in
lines.
4. Install gauge at city water connection.
5. Pressurize system to 50 lbs. The system must sustain this pressure for a period of 10 minutes. If
the requirement cannot be met, locate leaks, repair and retest.
If necessary, the water system should be re-winterized after the plumbing leak test is completed to
prevent freeze damage.
Publication Date: Section: 4 Page
Ownercare Manual April 2005
Dealer Facilities, Personnel &
Training 4-1
DEALER FACILITIES, PERSONNEL AND TRAINING
Facilities
The dealer will provide and maintain, or arrange for through acceptable local contractors, facilities
adequate to assure the proper and efficient servicing and repair of the RV product lines furnished by
Fleetwood subsidiaries.
Periodic dealer service evaluations will be conducted as long as the dealer has a business relationship
with a Fleetwood manufacturing subsidiary or service facility.
Tools and Equipment-The dealer's service facilities must be equipped with appropriate tools and
equipment. The Fleetwood RV Dealer Technical Support Group will furnish a list of suggested tools and
equipment. See Appendix B.
Parts and Accessory Inventories-The dealer will maintain service parts and accessory inventories to
allow prompt response to customer service needs. The dealer is required to stock a minimum inventory
of service parts.
Subcontract Service
There may be times when a dealer is called upon to service a system or component for which his
service staff is neither trained nor equipped. In these cases, the dealer may arrange for service
through service subcontractors. These subcontractors fall into two categories:
Independent RV Service Centers-The dealer may sublet work to an independent RV service
center. In those cases, the retail customer's only obligation is to deliver the unit to the dealer;
transportation of the unit to and from the service center will be the dealer's responsibility. These
independent RV service centers are performing as an independent contractor of the dealer and not
as an agent of Fleetwood Enterprises, Inc. or its manufacturing subsidiaries.
In cases where dealers have contracted to outside service companies to perform warranty repairs
on units they sell, the dealer will verify the ability of these contractors to perform these repairs.
Supplier Service Centers-The dealer may: (1) use the services of a supplier service center to
perform warranty work on specific appliances or systems; or (2) refer the customer to one of these
service centers for warranty repairs, if the customer is willing to take the unit there.
When warranty work is completed by a supplier authorized service center, it is the supplier service
center's responsibility to file a warranty claim with the supplier. In no case, should the customer or
Fleetwood be charged for the work.
The Fleetwood RV Dealer Technical Support Group, at (800) 816-9825, should be notified anytime a
supplier service center attempts to charge for warranty work.
Reimbursement of Subcontracted Work
Fleetwood will reimburse the dealer for the total cost of subcontracted repairs, but not to exceed the
cost that would normally have been allowed the dealer, had the dealer done the work. Subcontracted
repairs are not subject to price mark-up by the dealer.
Publication Date: Section: 4 Page
Ownercare Manual April 2005
Dealer Facilities, Personnel &
Training 4-2
Appliance / Component Repairs
All Fleetwood dealers should submit all warranty claims to Fleetwood during the normal
warranty period of the covered recreational vehicle. The dealer should contact the Fleetwood
RV Dealer Technical Support Group at (800) 816-9825 for technical assistance and any
required authorization per the Flat Rate Manual. The Fleetwood RV Dealer Technical Support
Group should also be contacted when a repair exceeds the flat rated time allowance.
The Flat Rate Manual also identifies certain components / appliances when a dealer must
contact the supplier Service Center for technical diagnosis and authorization. The dealer
should submit the authorized repairs (labor and materials) to Fleetwood for reimbursement
with the Technical Service Request (TSR) number included on the claim. However, if a
supplier provides the part(s) to your dealership at no charge to facilitate the repair, the dealer
must submit the total claim directly to the respective supplier.
Personnel
The dealer will provide or arrange for competent, trained service personnel to assure prompt and
satisfactory service and repair of the RV product lines furnished by Fleetwood subsidiaries.
Training
To assure that dealer service personnel are familiar with Fleetwood products and the latest repair
techniques and procedures, Fleetwood may sponsor and/or conduct service seminars and schools. The
topics presented at these seminars may be either general or specific in nature. All dealers are expected
to support these seminars by sending as many service and parts personnel as possible to attend.
Technical Information and Motor Home Education (T.I.M.E.)
Fleetwood conducts an intensive Technical Information and Motor Home Education Program for dealer
personnel. These programs may include a station-by-station review of the assembly line and assembly
techniques, troubleshooting techniques, and warranty procedures. Please contact the Fleetwood RV
Dealer Technical Support Group at (800) 816-9825, for scheduling information. Attendance at T.I.M.E.is required at least once each year, by all dealers, to fulfill the requirements for full retail
warranty labor rates.
New dealerships must schedule an appointment within 90 days of the set up of the dealership. This
does not mean attendance is required within 90 days, but the appointment must be made within 90
days.
Additionally, any multi-product dealership, i.e., any dealership carrying more than one Fleetwood
product type, must attend a Technical Information and Motor Home Education Program for each
product type the dealership carries. In many cases, training segments may be the same for various
product types, and attendance at a specific segment will satisfy the requirement for that training
segment. The Fleetwood RV Dealer Technical Support Group can clarify these requirements.
A Fleetwood associate may, during a dealer visit, hold a training session either on policy, procedure, or
technical repair matters. The dealer should make proper facilities, tools, and equipment available for
such training and encourage their service personnel to attend.
Publication Date: Section: 4 Page
Ownercare Manual April 2005
Dealer Facilities, Personnel &
Training 4-3
Supplier Service Seminars
As a service to the industry and to promote better service for their products, the appliance, chassis,
related supply companies, and trade associations may provide training seminars for dealers.
The dealer is encouraged to have service personnel attend such seminars. In many cases, suppliers
will provide training at the dealer's location, on request. The Fleetwood RV Dealer Technical Support
Group at (800) 816-9825 will assist the dealer in arranging for supplier training or seminars.
Dealer Training Programs
Fleetwood encourages dealers to promote training of their personnel. Dealer training programs are not
restricted to Fleetwood sponsored seminars or service schools.
Dealers with competent, interested staff, who are in positions to move into management, should
promote not only service education, but also training in management techniques, inventory control,
customer relations, or other disciplines to assure consistent, high quality customer service. Additional
reasons for attending service training events are: to gain new product knowledge specific to Fleetwood
products, to train new dealership personnel, to learn advanced repair and service techniques,
excessive customer referrals to Fleetwood RV Dealer Technical Support, and to qualify for an increase
in your dealer service rating.
At times, the Fleetwood RV Dealer Technical Support Group may recommend or have available video,
audio, or printed materials that can assist the dealer in maintaining high quality standards. Required
training or technical support materials may be shipped to the dealer and the cost billed to the dealer's
parts account.
Fleetwood RV Dealers Web Site
All Fleetwood RV dealers are encouraged to visit www.fleetwoodrvdealers.com website. The web site
contains valuable Sales, Service and Parts programs to assist the dealer. The web site also provides
important service information such as Recall / Technical Service Bulletins, Supplier technical
information, and wiring / plumbing prints for specific products. Electronic copies of the Fleetwood RV
Flat Rate and Fleetwood RV Ownercare manuals are available for downloading onto your computer
desktop for quick and easy reference.
First time visitors to the web site will need to follow the hyperlink to register an email and Logon ID.
Check with the Sales and Service Management of your dealership for the dealer assigned Personal
Identification Number (PIN). Dealership personnel should call 800-343-1951 for assistance with PIN
requests, usernames and password issues.
Publication Date: Section: 5 Page
Ownercare Manual April 2005 Warranty Labor 5-1
WARRANTY LABOR
DEALER SERVICE CLASSIFICATION AND RATING
Fleetwood RV dealers will be rated by three classifications (1,2,3) based on the dealer's willingness to
service Fleetwood products. An additional rating (A, B, C, D) will reflect the dealer's service capability
as evaluated by Fleetwood. These ratings will be combined to create a single service rating that will be
used to identify the dealer's service performance level, i.e. 1A, 1B, etc. See Appendix A.
Ratings are based on the following criteria:
Outlook-The dealer's willingness to perform service on Fleetwood RV products.
Facilities-The dealer's commitment to service facilities including tools and equipment, that is
adequate to support the anticipated sales volume.
Personnel-The dealer's commitment to adequate numbers of service and parts personnel,
competent to provide support to the service and parts functions.
Training-The dealer's track record of hiring and retaining trained service and parts personnel.
Continuing service personnel education on repair techniques, parts, and service systems and
department management through supplier seminars, service center training, Service Education
Programs, RVIA schools, RVIA satellite training, etc.
Parts-The dealer's commitment to maintaining adequate parts inventory to promptly respond to
customer needs, timely method of restocking parts, including a follow-up system to ensure prompt
parts delivery. Use of Fleetwood's electronic parts software and online order entry system is
recommended.
Warranty Processing-The dealer's commitment to processing warranty within the specified time
with the required authorizations, RGA's, return parts, etc. Use of Fleetwood's electronic warranty
processing software/claim submission system is recommended.
Fleetwood Dealer Service Classifications
Class 1
Provides professional service to owners of all Fleetwood RV products, regardless of the identity of
the original selling dealer.
Class 2
Provides professional service to owners of most Fleetwood RV products with specific exclusions.
Class 3
Provides professional service for only products sold by the dealership.
Publication Date: Section: 5 Page
Ownercare Manual April 2005 Warranty Labor 5-2
DEALER SERVICE CLASSIFICATION AND RATING (cont.)
Service Rating
Each dealer will be rated and categorized as follows:
A. Excellent Service-Excellent customer relations and a history of correct repairs on the first
attempt. Dealer maintains adequate numbers of competent service and parts personnel to
perform full service functions. Ability to make all types of repairs (i.e. slide out, windshield,
paint/body, etc., except chassis) on all types of Fleetwood RV's.
Maintains service facilities, equipment, tools, parking, and other necessary physical facilities to
perform full service.
Provides continuing training for all service and parts personnel on products, service techniques,
parts, service department management, and other related subjects through supplier and
Fleetwood Service Facility seminars, in-dealership training, etc.
Maintains adequate parts inventory to promptly respond to customer needs, timely restocking of
inventory, and follow-up system to ensure prompt parts delivery. Also, maintains service parts
inventory levels recommended by the Fleetwood Parts Group.
Maintains a library of service literature for technician's use and training (i.e. recalls, bulletins,
service manuals, etc.).
B. Good Service- Maintains a reasonably high level of customer satisfaction. Maintains adequate
numbers of competent service and parts personnel. Ability to perform most repairs on all
Fleetwood RV's.
Maintains service facilities, equipment, tools, parking, and other necessary physical facilities to
perform adequate full service.
Provides continuing training for all service and parts personnel on products, service techniques,
parts, service department management, and other related subjects through supplier and
Fleetwood Service Facility seminars, in-dealership training, etc.
Maintains adequate parts inventory to promptly respond to customer needs, and promptly order
parts needed that are not in stock, including follow-up with order source to ensure prompt
delivery. Also, maintains service parts inventory levels recommended by the Fleetwood Parts
Group.
Maintains a library of service literature for technician's use and training (i.e. recalls, bulletins,
service manuals, etc.).
C. Fair Service-Qualified for some repairs. Some customer relations concerns. Inability to
effectively make repairs on a dependable basis. Expected to provide service on units they have
sold, or to arrange for adequate service on a contract basis. The dealer is responsible for basic
checkout of each unit and a complete pre-delivery service of unit and chassis (if applicable).
D. Inadequate Service Performance-Service can be obtained for minor repairs, but Fleetwood
Service Facility must assist and follow up closely. Authorization required for all warranty repairs.
Publication Date: Section: 5 Page
Ownercare Manual April 2005 Warranty Labor 5-3
WARRANTY LABOR REIMBURSEMENT
Under the terms of the Fleetwood Ownercare Warranty, authorized Fleetwood dealers and service
centers will be reimbursed for labor, parts, and material costs incurred in the repair of Fleetwood
recreational vehicles covered under the Ownercare Warranty.
Dealer Labor Rate
The dealer will be reimbursed for warranty service at an hourly rate, certified by and on file, with the
Fleetwood RV Dealer Technical Support Group. To be reimbursed for warranty labor, the dealer must
provide Fleetwood a labor rate schedule reflecting the dealer's labor charges for retail repairs of
recreational vehicles. The dealer's posted retail labor rate is subject to certification.
The Fleetwood certified retail labor rate is the hourly rate posted and regularly charged to customers in
a repair shop in which a reasonable portion of the shop repairs is for non-warranty work. This rate must
be generally competitive with rates for recreational vehicle repair work done in other service facilities in
the dealer's market area.
Fleetwood will not reimburse dealers at a labor rate that is unreasonably higher than other RV labor
rates in the dealer's market area. Dealers will not be reimbursed at rates related to retail labor rates of
automotive dealerships, unless they are competitive with rates charged for the repair of recreational
vehicles.
Labor rate certification may be determined by:
1. The rate posted and regularly charged to customers in a repair shop in which a reasonable
portion of the work is done for retail customers, or;
2. A rate determined by Fleetwood consistent with the dealer's compliance with the following
criteria for retail labor rate:
a. The dealer must comply with Fleetwood's RV Ownercare policies and procedures. The
Fleetwood RV Ownercare Manual, warranty manuals, bulletins, announcements, and other
documents relating to warranty service, then in effect, shall apply.
b. The dealer will provide Fleetwood 50 sequentially numbered work orders to determine the
dealer's effective labor rate.
c. The dealer certifies that the retail rate schedule is generally competitive with prices
prevailing at RV dealers in the dealer's basic trade area.
d. The dealer must be represented at Fleetwood service schools and seminars.
e. The dealer must guarantee his warranty service workmanship for a period of 180 days
following the completion of the repair, unless a longer time period is established at the time
the repair is authorized.
Publication Date: Section: 5 Page
Ownercare Manual April 2005 Warranty Labor 5-4
WARRANTY LABOR REIMBURSEMENT (cont)
f. The dealer must maintain a minimum parts inventory.
g. The dealer must maintain the recommended tools and equipment.
h. Dealer requests for labor rate increases will not be considered more often than
annually.
i. Refusing to provide service to in-transit owners of Fleetwood products may adversely affect
the approved labor rate amount.
Labor Rate Certification Criteria:
In all cases, a Dealer Service Evaluation (see Appendix A) must be performed by Fleetwood before a
labor rate increase can be granted.
Dealers with a Service Rating of 1D or below will not qualify for a labor rate increase.
If the dealer has requested a labor rate change, Fleetwood will evaluate the request, certify the labor
rate and notify the dealer in writing within 30 days from receipt of the request as to its disposition.
NOTE: All dealer labor rate requests should be submitted in writing using the request application form
located in Appendix E. This form must be completed and signed by the Dealer Service Management. It
is recommended to send all labor rate requests with a US Postal Service Return Receipt Request, or
Certified Mail. Forward all requests for Fleetwood warranty labor rate increase to the address or fax
number listed below.
Fleetwood National RV Parts and Service Operations
P.O. Box 1007
Decatur, IN. 46733
Fax # (260) 724-5991
Attn: Dealer Labor Rate Administrator
Publication Date: Section: 5 Page
Ownercare Manual April 2005 Warranty Labor 5-5
Responsibility for Repair
Fleetwood RV dealers are responsible for warranty repairs on all units sold by the dealership.
When a Fleetwood RV needing warranty repair is presented to a dealer, the dealer is expected to:
1) Determine the nature and extent of repair necessary.
2) Determine parts needed for repairs. Promptly order parts from Fleetwood if not in dealer stock. All
major repair(s) should have the required parts on hand before the repair is started. Extra time and
material(s) will not be reimbursed if the repairs are started prior to having the correct repair part(s)
required to properly perform the repair.
3) Give the customer an estimate of the time required to complete the repairs.
4) Contact the Fleetwood RV Dealer Technical Support Group, at (800) 816-9825, for those cases
requiring prior authorization (as noted in the Fleetwood RV Flat Rate Manual), for technical
assistance, for parts assistance, or for those repairs beyond the dealer's capability.
5) Schedule repair work into the dealership service department or arrange for sublet repair.
6) Begin work or respond to the owner within 24 hours after the receipt of the request.
7) Perform additional repairs, not requested by the customer, only if made for safety, functional, or
a repair that if not completed immediately will result in a more costly repair later. Dealer service
management must approve these types of repairs by initialing the dealer work order.
8) Complete the work within the time estimate given when the unit was accepted at the dealer's
service facility. Under no circumstances is the dealer to charge the retail customer forrepairs made under the terms of the Fleetwood Ownercare Warranty.
9) Complete and submit proper documents electronically or manually with all necessary customer,
unit, repair, and parts information.
10) Communicate repair issues identified during the warranty period to the Fleetwood RV Dealer
Technical Support Group prior to warranty expiration, or risk denial of warranty coverage.
11) Record the technician's time, by mechanical time clock, for all repair operations performed.
These repair operations include established Flat Rate repairs, Straight Time repairs (regardless
if a prior authorization is required), Product Recalls, Service Bulletins or Product Upgrades.
Repairs Beyond Dealer Capability
The dealer is to contact the Fleetwood RV Dealer Technical Support Group for assistance with service,
warranty, or customer relations. Fleetwood will assist dealer personnel by furnishing technical
information such as wiring diagrams, plumbing diagrams, etc., that may be needed to complete a repair
on a unit under warranty.
Fleetwood will also provide administrative assistance to the dealer personnel for all questions related to
service procedures, customer concerns, preparation/processing of warranty repair orders, or any other
service and parts documents. The dealer is to contact the Fleetwood RV Dealer Technical SupportGroup if repairs cannot be completed within 10 (ten) calendar days. If repairs cannot be
completed prior to the warranty expiration, the dealer is required to contact the Fleetwood RV
Dealer Technical Support Group to document the concerns.
Publication Date: Section: 5 Page
Ownercare Manual April 2005 Warranty Labor 5-6
Before Contacting Fleetwood RV Dealer Technical Support
The dealer should have the following information available:
- Retail owner's name and address.
- Date of retail sale.
- Complete Fleetwood (FIN) serial number.
- Complete chassis (VIN) number and mileage (motor home only).
- Complete problem description. If the problem is intermittent in nature, the conditions present at
the time of failure should be provided.
- Dealer's proposed solution.
Customer Contact With Fleetwood RV Dealer Technical Support
THE DEALER, NOT THE RETAIL OWNER, should contact the Fleetwood RV Dealer Technical
Support Group for assistance. The retail owner should be referred to Fleetwood Owner
Relations at (800) 322-8216.
Cash Payment or Settlement in Lieu of Warranty
In no case, shall any dealer make any cash settlement or payment, in lieu of repair or replacement, in
the manufacturer's name or indicate that the manufacturer will reimburse the retail customer for such
payment.
Authorization for Repair
The dealer is authorized to perform warranty repairs without receiving authorization from the Fleetwood
RV Dealer Technical Support if:
- The unit is in warranty.
- The repair is covered by the terms of Ownercare.
- The repair is listed in the Fleetwood RV Flat Rate Manual and PAR is not noted.
- A repair time allowance is provided. NOTE: All flat rate repair time must be supported by a
mechanical or electronic time clock on the Repair Order.
- A straight time repair requiring 3 hours or less. Note: The repair description must support the
repair time requested to avoid claim adjustment. Always record the technician's time, by
mechanical time clock, for all repair operations performed.
For any repair that is not specifically listed in the Flat Rate Manual, or is listed as requiring prior
authorization, authorization must be obtained from the Fleetwood RV Dealer Technical Support Group,
at (800) 816-9825, prior to repairs being performed.
Publication Date: Section: 5 Page
Ownercare Manual April 2005 Warranty Labor 5-7
Repairs Requiring Prior Authorization
The following repairs MUST have prior authorization from the Fleetwood RV Dealer Technical Support
Group. Authorization must be obtained prior to starting the repair for:
- Straight Time (ST) operations in excess of three (3) hours. Always record the technician's time,
by mechanical time clock, for all repair operations performed. Fleetwood should only be billed
for the actual hours worked to complete straight time repairs. Repair times are based on
Fleetwood approved repair practices.
- Painting or refinishing exterior body surface. Photographs are required for all repairs.
- Any exterior body surface replacement.
- Replacement of any complete appliance or component.
- Any item listed in the Fleetwood RV Flat Rate Manual with a PAR (Prior Authorization Required)
designation.
DEALERSHIP PERSONNEL ARE RESPONSIBLE FOR PROVIDING ACCURATE INFORMATION
AT THE TIME OF REPAIR AUTHORIZATION. IN ORDER TO FULLY EVALUATE A REPAIR(S),
FLEETWOOD WARRANTY PERSONNEL MAY REQUEST PHOTOS OF THE EFFECTED AREA.
INFORMATION FOUND TO BE INACCURATE, DURING CLAIM PROCESSING, MIGHT BE
GROUNDS FOR DENIAL/ADJUSTMENT OF PAYMENT.
Returned appliances or components must be free of scratches, dents, chips or other defects and must
be in a condition that it can be tested. Appliances must be packaged to arrive in re-usable condition.
The Fleetwood RV Dealer Technical Support Group, at (800) 816-9825, will issue an authorization
number that the dealer must reference on the Fleetwood Repair Order form for all repairs requiring prior
authorization. This authorization number will expire 180 days from the issue date.
The warranty claim cannot be submitted on the FDN system, if the above procedures are not followed.
The FDN processing rules have controls in place, to prevent the submission of repairs that have not
been properly authorized. If, during the completion of the electronic warranty claim, it is discovered an
authorization is required, please contact the Fleetwood RV Dealer Technical Support Group for
assistance.
The warranty claim will be denied and parts will be returned to the dealer, freight collect, if the
above procedures are not followed.
Repairs Requiring Dealer Service Management Authorization
It is the customer's responsibility to provide a complete list of required repairs. However, during the
repair process additional repairs may be discovered that are safety or function related. It is the dealer's
service management's responsibility to have these repairs completed and the repair order initialed
showing management approval. Dealers will not be reimbursed for "cosmetic" repairs unless properly
authorized with the customer's initials.
All stock unit repairs must be verified and approved by the dealer service management.
Publication Date: Section: 5 Page
Ownercare Manual April 2005 Warranty Labor 5-8
Warranty Recalls
Warranty recall campaigns are designed to correct potentially defective components and/or
performance difficulties that have been determined to affect the safety of a vehicle. Once a campaign
has been communicated to the dealer organization and retail customers, authorized dealers have the
following responsibilities:
- All new or used vehicles in dealer inventory that are subject to a campaign must be corrected
prior to sale.
- The dealer's customer relation's staff must be familiar with the details of current recall
campaigns in order to properly advise the customer.
- Scheduling of recall campaign work on customer vehicles is required at the time the customer
requests an appointment.
Warranty Reimbursement
Dealers and authorized service centers will be reimbursed for labor, parts, and material costs incurred
in the repair of Fleetwood recreational vehicles, under the terms of Fleetwood's Ownercare Warranty.
Fleetwood must receive the Fleetwood Repair Order form #X-SR-42 or the electronic FDN claim
WITHIN 60 DAYS OF THE DATE OF THE COMPLETION OF THE REPAIR, OR THE DEALER
RISKS DENIAL OF THE CLAIM.
Past the 60-day submission period, the FDN system will not accept a claim without proper
authorization. If you have a claim(s) that exceeds this time limit, you must contact the Fleetwood RV
Dealer Technical Support Group, at (800) 816-9825, for assistance.
Warranty Labor-Reimbursement for warranty labor will be made at, up to, the dealer's certified retail
labor rate per hour. This rate will be determined based on criteria set forth in Section III-
Fleetwood/Dealer Relationship of the Fleetwood RV Ownercare Manual.
Sublet Repair-If the dealer must sub-contract or have warranty repairs made at other than the dealer's
service center, for any reason, Fleetwood will reimburse the dealer for the total cost of the repairs, butnot to exceed the cost that would normally have been allowed the dealer had he done the work.
Sublet work is not subject to dealer mark-up. Sublet work must have prior authorization under the same
conditions as work performed by the dealer (refer to the Fleetwood RV Flat Rate Manual).
Sublet repairs must be included on the Repair Order form as outlined in this section.
Warranty Parts-Parts utilized for all warranty repairs claimed to Fleetwood must be purchaseddirectly from Fleetwood. Reimbursement will be at dealer cost plus 30% (excluding shop supplies).
Publication Date: Section: 5 Page
Ownercare Manual April 2005 Warranty Labor 5-9
Limitations
The following are the dealer's responsibility and are not reimbursable under the terms of the Fleetwood
Ownercare Warranty.
- Pre-delivery inspection and any related labor operations covered in the Ownercare Delivery
Checkout form and any adjustment performed as a part of dealer handling and delivery, before
or after the unit is delivered to the retail purchaser and for a 90-day period after retail sale.
- Labor or parts required, due to damage, caused by improper storage, handling or protection,
including damage to battery, cooling system, plumbing system, paint, interior fabrics or
carpeting, "weather checking" of tires, etc.
- Repetitive repairs. Repairs performed a second time by the dealer are considered shop rework.
Re-work may be due to improper or inadequate diagnosis, improper repair, or lack of adequate
testing when the original repair was made.
- The dealer must guarantee his warranty service workmanship for a period of 180 days following
the completion of the repair, unless a longer time period is established at the time the repair is
authorized.
Flat Rate Labor Codes
Repair time allowances have been provided in the Fleetwood RV Flat Rate Manual for most repairs,
with a specific code for each repair. These specific codes must be noted on the repair order in the
column marked "Flat Rate Code" for each repair operation. Repair orders submitted, without a flat rate
code(s), may be returned for completion resulting in payment delay. Repair orders cannot be submitted
electronically (FDN) without a flat rate code. This will result in an "incomplete" claim status.
Flat rate codes with a description of R/R indicate that a component is being removed and replaced with
a new part. Flat rate codes with a description of R/I indicate that a part is being removed and the same
part is being reinstalled after the repair is completed.
Flat rate codes designated PAR indicate that prior authorization is required to begin the repair.
Flat rate codes designated ST are "Straight Time" repairs which allow a dealer up to three (3) hours or
less to perform the work without prior authorization. Only the repair hours worked should be billed to
Fleetwood. Repair times are based on Fleetwood approved repair practices.
All repair operations must be individually time clocked by a mechanical or electronic time clock.
These repair operations include established Flat Rate repairs, Straight Time repairs (regardless
if a prior authorization is required), Product Recalls, Service Bulletins or Product Upgrades. Any
repair operation not properly time recorded is subject to adjustment or debit.
The Fleetwood RV Flat Rate Manual is continually updated to be as accurate as possible. Please
submit a Warranty Labor Operation Time Allowance Request for Review form, located in the Fleetwood
RV Flat Rate Manual, if changes or additions to the manual are required.
Publication Date: Section: 5 Page
Ownercare Manual April 2005 Warranty Labor 5-10
Root Cause Codes (Failure Codes)
Specific causes of failures are listed alphabetically by category in the Fleetwood RV Flat Rate Manual.
These specific codes must be noted on the repair order in the column marked "Root Cause Code" for
each repair operation listed.
Repair orders cannot be submitted electronically (FDN) without root cause (failure) codes. This will
result in an "incomplete" claim status.
Paper repair orders submitted without root cause (failure) codes may be returned to the dealer for
completion, resulting in payment delay.
WARRANTY CLAIMS PROCEDURE
The Fleetwood Repair Order Form, X-SR-42
The Fleetwood Repair Order form is the key element in the operation of the Fleetwood Warranty Claim
Processing system.
All claims submitted manually for reimbursement of labor and parts, used to perform repairs under the
terms of the Ownercare Warranty, must be submitted on a Fleetwood Repair Order form (X-SR-42).
Claims submitted on any other form will be returned.
The Fleetwood Repair Order form is to be used for Fleetwood warranty claims only, and is not to be
used for internal, retail, body shop or other dealership functions.
The Repair Order form must be carefully prepared, legible, and must contain all required information.
The claim should be reviewed before it is submitted to make sure all necessary information is included
(See Claim Repair Description instructions on the following page). This will reduce the possibility of
claims being returned for missing information. The claim should be typed, if possible, or printed neatly
and firmly so that the original and all copies are legible.
There are a number of places on the form that require you to provide information about your dealership,
the customer unit, and the warranty work performed. There are multiple copies of the form that must be
filed or sent to Fleetwood to maintain the unit's history file.
Time Limitation-Repair Orders must be submitted within 60 days of the date of completion of thewarranty work. Claims submitted after this 60-day period may be denied and defective parts returned
to the dealer, freight collect.
Publication Date: Section: 5 Page
Ownercare Manual April 2005 Warranty Labor 5-11
Claim Repair Descriptions
Repair descriptions should be formatted:
CONCERN...CAUSE...CORRECTION...
In describing a repair, be as descriptive and concise as possible. Avoid words that do not accurately
convey the exact cause of the failure. Refer to the Root Cause Codes section on page 00-12 of the
Fleetwood RV Flat Rate Manual for examples of acceptable terminology.
Following are examples of unacceptable terminology:
Bad
Busted
Defective
Faulty
Inoperative
No Good
Not Functioning
Not Working
The Concern/Cause/Correction format and the proper descriptive terminology combine to form repair
descriptions that are useful to Fleetwood in our quality improvement process. It also assists the dealer
in supporting claims for reimbursement. Following are examples of appropriate repair descriptions:
- Concern: Water leak at interior galley faucet. Cause: Found water valve leaking. Correction:
Remove faucet. Remove and replace water valve. Reinstall faucet. Leak test, ok.
- Concern: Dinette day/night shade hard to pull down. Cause: Insufficient clearance. Correction:
R/I valance and shade. Relocate valance to right to clear.
Following is the recommended method to describe the locations of specific component doors, drawers,
cabinets and related parts repaired or replaced in Fleetwood RV products. The goal is to streamline the
process and make it easier to identify the exact location of the component(s) being repaired.
Template: Location / Area / Item / Number / Additional Information
Definition of Terms:
1. Location-Driverside or Passengerside
2. Area-Galley, Lavy, Bedroom, Exterior, etc.
3. Item-Door, Drawer, Cabinet or other component
4. Number-Numbering for exterior compartment doors should be from Front-to-Rear of the motor
home. Interior, horizontal cabinets and drawers should be counted from Left-to-Right as you
face them. Vertical components should be counted Top-to-Bottom.
5. Additional Information-Additional description that could be useful in locating a component item.
Examples:
1. Driverside galley drawer #3 under sink
2. Passengerside bedroom cabinet #1 above bed
3. Passengerside exterior compartment door #5 next to generator compartment
4. Use in repair description-Problem: Driverside slide out cabinet door #1 above dinette won't
close flush. Cause: Door is misaligned. Remedy: Adjust and tighten screws. Tests ok.
Publication Date: Section: 5 Page
Ownercare Manual April 2005 Warranty Labor 5-12
Repair Time Verification:
All repair operations should be individually time clocked by a mechanical or electronic time clock. These
repair operations include established Flat Rate repairs, Straight Time repairs (regardless if a prior
authorization is required), Product Recalls, Service Bulletins or Product Upgrades.
The time entry should imprint month, date, and time calculated in 100 units per hour. Dealers having
more than one time clock should assure that all clocks are synchronized. If the clocks are not
synchronized, the corresponding claim(s) will not be accepted. In the event of a time clock failure, the
Service Manager should sign all hand written times, and have the time clock repaired as soon as
possible.
The repair time stamp/flag should be permanently attached to the Repair Order (RO) hard copy. The
time flag must identify the technician by name or number, RO number, repair line item and specify an
On / Off time. All time for breaks or lunch should be a separate clock IN/OUT and should not be
calculated on the repair clock time. Technicians should not clock on more than one (1) repair at the
same time. Dual time clocking or overlapping time flags will be adjusted or debited on the respective
repairs.
Service departments that have an electronic repair order system, which includes a built-in electronic
clock, should be able to provide printed copies or standard format electronic file of time stamp/flags
when requested. Acceptable formats of an electronic documents include; Rich Text Format (.rtf), Text
(.txt), Microsoft Word document (.doc) or Adobe (.pdf).
The most common form is pre-printed on the backside of the Repair Order hard copy. You may record
the above-required information directly on this form or attach the time flags directly to the form. Another
acceptable method to record the technician repair write-up and time stamps can be found in AppendixC, page C-1. This form, or similar facsimile, should contain the same required information as above and
attached to the Repair Order.
Any repair operation not properly time recorded is subject to adjustment or debit.
Required Information Example
Repair Order # Stock Unit # Mileage
LINE
ITEM #
TECH ID
FLAT RATE
CODE
DATE
FLAT RATE
TIME
PART RETURN
PUNCH TIME
OFF
ON
OFF
ON
OFF
ON
CONCERN:
CAUSE:
CORRECTION:
ACTUAL TIME
FLEETWOOD SERIAL NO.
Y N
QUALITY
CHECKED
Service Manager Approval.
APR 14 9.01 AM
APR 14 8.40 AM
APR 15 14.20 PM
APR 15 13.90 PM
.91
0601-23
1.00
1
923
04/14/04
770J44488000
Front roof air conditioner will not turn on at any
temperature.
PC board is burnt due to loose connection at harness pin
connector.
T/S system to verify concern. R/I cover, inspect board &
repair loose pin in the harness connector. Ordered PC board.
X
Install new board and retest system to verify system is
operating properly.
10385551 4352
Publication Date: Section: 5 Page
Ownercare Manual April 2005 Warranty Labor 5-13
Fleetwood RV Warranty Claim - Paper Form
How To Complete The Fleetwood Repair Order Form - Paper
These instructions are an item-by-item explanation of the information that is required.
1. SERVICING DEALER 4. OWNER
Dealership Name Insert the owner's name, street or mailing
Street Address Address, city, state, and zip code
City, State, Zip Code
5. DEALER STOCK #
2. DEALER NUMBER Check the appropriate box is the unit is still in
Insert your dealer number as assigned by dealer inventory and not retailed. Write in the
the Fleetwood manufacturing plant. dealer stock number, if desired. Dealer stock
number is not required for claim processing.
3. APPROVED LABOR RATE
Insert your dealership's current warranty 6. PHONE NO.
labor rate as certified by Fleetwood Insert the owner's telephone number
UNIT FILE
DEALER
FLEETWOOD STOCK # © REPAIR ORDERSERVICING DEALER OWNER
Y N
DEALER
NO
APPROVED
LABOR
RATE
CUSTOMER
SIGNATURE
DLR PARTS
1
X-SR-042 7/97
PRINTED IN
DATE UNIT RECEIVED DATE SERVICE STARTED DATE SERVICE COMPLETED DATE CUSTOMER NOTIFIED AUTHORIZATION NO.
BRAND MODEL MODEL YEAR MILEAGE DATE OF PURCHASE CLAIM NO.
LINE PROBLEM DESCRIPTION
ROOT
CAUSE
CODE
FLAT RATE
CODE
LABOR
HOURS
LABOR
AMOUNT SUBLET LINE PART
NO. PART DESCRIPTION U/M QTY
USE
QTY
RCD
DLR LABOR
SUBLET TOTAL
FREIGHT
CLAIM TOTAL
BRAND MODEL NO. SERIAL NO.
PLEASE ATTACH
COPIES OF ALL
FREIGHT/SUBLET BILLS
APPLIANCE AND COMPONENT INFORMATION
FOR FACTORY USE ONLY
VENDOR I hereby request that the repair work hereafter set forth be performed on the above described recreational
vehicle and authorize the use of necessary labor and materials therefore. Such vehicle may be operated for
test, inspection and delivery.
DEALER LABOR TOTAL
DEALER SUBLET TOTAL SPECIAL ARRANGEMENTS FOR STORAGE,EITHER BEFORE OR AFTER SERVICE, WILL
NOT COUNT AS DAYS "OUT OF SERVICE."
CUSTOMER
SIGNATURE X DATE
VENDOR
VENDOR
VENDOR
VENDOR
X VENDOR
CUSTOMER AUTHORIZATION
1
2 3
5
VEHICLE IDENTIFICATION NO. (VIN)
7
FLEETWOOD SERIAL NO. (COMPLETE)
8
9 10 11 12 13 14 835080
19 18 17 16 15
PHONE
NO
4
6 SIGNATURE
I ACKNOWLEDGE THAT THE WORK LISTED BELOW HAS BEEN PERFORMED
DEALER 21 DATE 20WRITTEN BY: DEALER RO NO.
I have inspected my vehicle and have examined the work done. Repairs performed are satisfactory. 23 22
25 DATE 2426 27 28 29 30 31 32 33 34 35 36 37 38 39
40
41
42
43
44
45
46
47
48
49
Publication Date: Section: 5 Page
Ownercare Manual April 2005 Warranty Labor 5-14
How To Complete The Fleetwood Repair Order Form - Paper (cont)
7. VEHICLE ID NUMBER 17. DATE SERVICE COMPLETED
Insert the complete chassis or VIN as it The date the repair(s) were completed. Use
appears on the legal vehicle registration month/day/year format (mm/dd/yy). In certain
situations a repair order should be closed even
8. FLEETWOOD SERIAL NUMBER though all repairs have not been completed.
Insert the complete Fleetwood serial number. Example: If the unit is in usable condition but
Include all letters and digits. Plant information there will be a 3-day or more delay for parts, the
is included in the serial number and is required repair order should be closed and the
by the system to properly process the claim. customer notified of the availability of the unit. A
Shaded areas are reserved for future serial new repair order including all related labor
number expansion. should be started when the part is ready for
installation.
9. BRAND
Example: Pace Arrow 18. DATE SERVICE STARTED
The date the repairs were started. Use
10. MODEL Month/day/year format (mm/dd/yy). NOTE: This
Example: "T" date indicates when the repair was actually
started, not the date the parts were ordered or
11. MODEL YEAR the unit arrived for service.
Insert the model year of the unit
19. DATE UNIT RECEIVED
12. MILEAGE The date the customer brought the unit to the
For motor homes only. Insert the odometer dealership for the repair(s) listed on the claim.
reading at the time of repair.
20. DATE
13. DATE OF PURCHASE The date the Repair Order was signed by the
Insert the date the unit was retailed. Use dealer or dealer representative.
month/day/year format (mm/dd/yy)
21. DEALER SIGNATURE
14. CLAIM NUMBER The signature of the dealer or authorized
The pre-printed form claim number. dealership representative.
15. AUTHORIZATION NUMBER 22. DEALER RO NUMBER
If the claim list repairs requiring prior If repairs are originally written on a dealership
authorization, you must write the authorization repair order forms and then transferred to a
number obtained from the plant service Fleetwood Repair Order form, please write in
department in this space. the reference number of the dealership repair
order form.
16. DATE CUSTOMER NOTIFIED
The date when the customer was notified that 23. WRITTEN BY
the repairs were completed. Use Name of the dealership representative
month/day/year format (mm/dd/yy). NOTE: completing the Fleetwood Repair Order
This date indicates when the unit was available
for the customer, not when the customer took 24 DATE
possession. The date the Repair Order was signed by the
customer.
Publication Date: Section: 5 Page
Ownercare Manual April 2005 Warranty Labor 5-15
How To Complete The Fleetwood Repair Order Form - Paper (cont)
25. CUSTOMER SIGNATURE 29. FLAT RATE CODE
When repair(s) to the unit have been These codes can be found in the Flat Rate
completed, inspected and found satisfactory by Manual. A code must be provided for each
the owner, have the owner sign in this space. repair line item to indicate the repair service.
performed.
26. LINE
A new line number is required for each root 30. LABOR HOURS
code entered. Line 1 is preprinted on the form. Enter the time for this flat rate repair. Please
Parts used and described in the "PARTS" state time in hours, tenths, and hundredths of
column will be referenced to the line number hours as shown in the Flat Rate Manual. The
to which they belong. flat rate code listed in line 29 must match the
hours list in this box. Labor hours must be
27. PROBLEM DESCRIPTION listed for each repair operation on the claim.
Give a complete, but concise description of the
concern, the cause or why the concern 31. LABOR AMOUNT
occurred, and the correction of how the repair Multiply labor hours (item #30) by the dealer's
was completed. You may use as many lines as Certified labor rate (item #3). Labor amount
necessary to describe the concern. Each must be listed for each repair operation or flat
separate concern must be listed as a separate rate code.
line item and numbered as such. A separate flat
rate code must be entered for each concern 32. SUBLET
described. See the example. You may use Enter the amount of sublet labor for this line
"same as above" to reference the same Item if appropriate. Use a separate line item to
concern description for a different line number. list parts used in a sublet repair.
28. ROOT CAUSE CODE 33. LINE
Enter the Root Cause Code (RCC) for each line Enter in the corresponding line number for
item concern. These codes can be found in the parts. This line number reference is meant to
Flat Rate Manual and are listed both identify which parts belong with which repair
numerically and alphabetically. Use the code line item. Parts must match the repair(s) done
that best describes the condition causing the under each line item root cause.
initial failure or which makes any resulting
repair(s) necessary. Example: For a roof leak, 34. PART NUMBER
the required repair may be to seal the roof and Parts used in the repair must be listed by a
replace a curtain that was damaged from the Fleetwood part number. YOU MUST LIST ALL
leak. Flat rate codes and the root cause for this PART NUMBERS USED IN THE REPAIR by
repair would be entered on the claim form as line item to be reimbursed. Please note: The
follows: universal part number for "shop supplies" is
001. Use this part number for all reimbursable
Line FRC RCC shop supplies used in the repair. Describe shop
1 0137-04 Roof, complete, Seal 045 supplies used on the part description line.
0203-08 Curtain, privacy pr, R/R *
A second root cause code is not required, as 35. PART DESCRIPTION
045 was the root cause for both repairs. Use the Parts Catalog description of the part.
Be sure the description is complete and legibly.
Publication Date: Section: 5 Page
Ownercare Manual April 2005 Warranty Labor 5-16
How To Complete The Fleetwood Repair Order Form - Paper (cont)
36. U/M 43. FREIGHT
Enter the unit of measure of the part used in Enter the total freight to be reimbursed on
this column. Example: "Each", "ft". "Yd", "LY" claim.
37. QTY USED 44. CLAIM TOTAL
Enter the quantity of this part number used for The total of items 40,41, 42 and 43.
this line item repair.
45. DEALER LABOR TOTAL
38. QTY RCD Total dollar amount of the "Labor Amount"
For factory use only. DO NOT write in this column
column.
46. DEALER SUBLET TOTAL
39. PART REIMBURSEMENT COST Total amount of the "Sublet" column.
(U.S. DEALERS ONLY) write in the brand, model, and serial number
Obtain this cost figure from the reimbursement of each defective appliance.
cost column of the Warranty Parts Price List
included with the Parts Catalog for the product 48. CUSTOMER AUTHORIZATION
involved. Alternatively, calculate the parts cost The owner of the unit should sign in this
by adding 30% to the parts invoice amount space when the unit is left at the dealership
for the part(s) involved in the repair. DO NOT for repairs.
include freight charged to you.
49. SPECIAL ARRANGEMENTS FOR
40. DEALER PARTS TOTAL STORAGE
Enter the total dollar amount of the "Part Describe any arrangements made with the
Reimbursement Cost" column. owner to store the unit on the dealer's lot
either before or after repair(s) are made. If
41. DEALER LABOR TOTAL the dealer makes special arrangements for
Enter the total amount listed in item 45 storing a customer's unit, the time the unit is
in storage is not considered "repair time" in
42. SUBLET TOTAL terms of warranty coverage.
Enter the total dollar amount of the "Sublet"
column.
Publication Date: Section: 5 Page
Ownercare Manual April 2005 Warranty Labor 5-17
What to do with The Completed Repair Order Form
When the warranty repairs have been finished, complete the paper claim form. After it has been signed
by the dealer representative and customer:
1. Return the original (white) copy to:
Fleetwood National RV Parts and Service Operations
1010 Commerce Drive
Decatur, IN 46733.
If parts are being returned, place this copy in an envelope and return it with the parts.
2. Give the yellow copy to the customer when the unit is brought in for repairs.
3. Give the pink copy to the customer when repairs are completed.
4. Keep the blue copy and place it in the dealership customer unit file for reference.
Fleetwood Electronic Warranty Claim Form
In order for the FDN system to work properly, the Repair Order screen must be filled out completely and
contain all required information. Warranty claim processing controls have been designed into the
warranty claim application software. These processing controls can be found in your FDN User Manual
that was provided at the time of FDN installation. A copy of the User Manual is also available
electronically through the Empart Parts Catalog. This will increase the probability that claims will be
successfully submitted and not returned as incomplete.
When the warranty repairs have been finished, complete the electronic Warranty Claim form. This should
be done only after a dealership representative and the customer have signed an internal repair order
indicating the repairs have been completed to the customer's satisfaction. Enter the claim information into
the FDN system per the instructions in the FDN User's Manual. All claims submitted electronically for
reimbursement of labor, parts, and freight must be submitted over the FDN system using the Warranty
Claim document supplied with the application software. Submit the claim to Fleetwood for consideration.
While the dealer is not required to print a copy of the electronic claim to place in the dealership's file, it is
recommended. All supporting documentation (internal work order with customer signature, sublet bills,
parts invoices, freight invoices, customer generated repair lists, etc.) must be retained. Each visit will
require the customer's signature on an internal work order listing the repairs performed. It is not sufficient
to have one customer signature on file for all subsequent visits.
Publication Date: Section: 5 Page
Ownercare Manual April 2005 Warranty Labor 5-18
Electronic (FDN) Warranty Claim Form
1. Stock Number: List the unit's stock number, optional.
2. Created By: List the name of the associate creating the document.
3. Fleetwood Identification Number: List the Fleetwood serial number from the customer's unit.
4. Retail Delivery Date: List the customer's date of purchase.
5. Stock Unit: Check the box if the unit is a stock unit. If not proceed to owner information section.
6. Name: List the customer's last name and then first name.
7. Address: List the customer's street address, city, state and zip code.
8. Country: Choose the customer's country.
9. Telephone Number: List the customer's home and work telephone numbers.
10. Customer Signature on File: Check the box if the customer's signature is on file at your dealership
for this repair. The customer signature must be captured for each repair visit.
11. Unit Received, Service Began, Service Ended, Customer notified: List the date the unit arrived for
service, the date service began and ended and the date the customer was notified the repairs were
completed. See the paper claim completion instructions for further details.
12. Comments: Make any comments you would like the service plant to view while processing the claim.
1
3
4 5
6
2
7
8
9
10
11
12
Publication Date: Section: 5 Page
Ownercare Manual April 2005 Warranty Labor 5-19
Electronic (FDN) Warranty Claim Form (cont.)
1. Dealer Repair Order Number: List the number from your internal work order.
2. Authorization Number: List the authorization number if one was provided.
3. Concern / Cause / Correction: Describe the concern, the cause and the correction to repair the line
item.
4. Root Cause: Choose the best root cause code for the problem described on line 3.
5. Component Information: Choose the appliance type, if applicable. List the make, model and serial
number.
1
2
3
4 5
Publication Date: Section: 5 Page
Ownercare Manual April 2005 Warranty Labor 5-20
Electronic (FDN) Warranty Claim Form (cont.)
1. Flat Rate Code: Choose the flat rate code that best describes the problem.
2. Enter Sublet Information: If a sublet was used during the repair choose the "enter sublet info"
button and enter the sublet's information as requested.
3. Hours Worked: Enter the labor hours required to repair the problem.
All other fields are automatically completed.
1 2 3
Publication Date: Section: 5 Page
Ownercare Manual April 2005 Warranty Labor 5-21
Electronic (FDN) Warranty Claim Form (cont.)
1. Fleetwood Part Number: Enter the Fleetwood part number, if parts were required.
2. Quantity: Enter the quantity of the part used for the repair.
3. Freight: Enter the part shipping expense billed to your dealership.
All other fields are automatically completed.
If the claim has been completed with the required information, it can now be sent. The system will inform
you of any submission errors. Corrections must be made in order to submit the claim.
FOR MORE SPECIFIC INSTRUCTIONS, PLEASE REFER TO THE FDN USER'S MANUAL THAT WAS
SUPPLIED WITH THE FDN SOFTWARE.
1 2
3
Publication Date: Section: 5 Page
Ownercare Manual April 2005 Warranty Labor 5-22
Special Situation Claims
You may occasionally need to complete a Fleetwood Repair Order to claim reimbursement for
warranty parts only or freight on warranty parts only.
Parts Only Claims
A claim for warranty parts only would be needed in situations where a retail customer purchases a part
that is still under warranty, but for various reasons may choose to install the part or perform other
required labor himself. In this case, the claim form would list only parts and no warranty labor. Use the
following codes:
For Parts Only claims:
Use Flat Rate Code 9999-00
Freight Only Claims
Fleetwood reimburses for freight on warranty parts. Freight only claims may be completed for
reimbursement of these freight charges on warranty parts. Since the dealership may not know the total
of freight charges when a claim is prepared, these charges may be submitted on a separate Repair
Order form. Please reference the work order number and unit serial number of the original work order
when submitting a freight only claim.
In freight only situations, special flat rate codes, failure codes, and part numbers are required.
For Freight Only claims:
Use Flat Rate Code 9999-99
Use Root Cause Code 999
Use Part Number 002
What Can You Expect From the System
The Warranty Claims Processing System is designed to help you perform and administer your
warranty repair business with Fleetwood.
Reports
As part of this system, you will periodically receive reports that will provide useful information about
claims your dealership has submitted.
You will receive a Dealer Statement monthly. This statement will include parts invoices, your account
balance(s) and your "Warranty Claim Recap" report. The Dealer is expected to reconcile this
statement.
Publication Date: Section: 5 Page
Ownercare Manual April 2005 Warranty Labor 5-23
The "Warranty Claim Recap" will show the claims your dealership has submitted and the action taken
by Fleetwood for each claim. Claims that have been adjusted or denied will be identified and the
reason for the action will be explained on the Claim Adjustment and Denial report.
FDN Responses
After you have submitted your warranty claims electronically to Fleetwood, you will receive updates
and responses. These responses include, but are not limited to, overall claim status, adjustments and
denials, payment updates, and part(s) status.
Returned, Adjusted or Denied Claims
The FDN system has built-in controls to prevent the submission of warranty claims that may contain
inaccurate or missing information. Once a warranty claim is complete and submitted on the FDN
system, the claim will go through a review process. Any inaccurate or missing information will be
identified by a series of explanation windows and prompts. If you do not have the required information,
the warranty claim can be closed, and can be resubmitted, once the information has been corrected.
Warranty claims cannot and should not be submitted, if any of the following information is not listed or
is inaccurate on the respective electronic or paper warranty claim.
- Unknown plant/serial number for unit. Fleetwood was unable to identify the serial number.
- Unknown dealer number. Fleetwood was unable to identify the dealer number.
- Missing mileage value (Motor Home only). The mileage as indicated on the odometer was not
entered on the claim form.
- Missing customer signature (paper claim only). For FDN claims, the customer signature must
remain on file at the dealership for each repair visit.
- RO must contain at least one line item. One service repair (i.e., flat rate operation) must be
listed on the form.
- Missing flat rate code. Each line item must have a flat rate code to match the labor operation
performed. Flat rate codes are found in the Flat Rate Manual.
- Missing problem description. Each repair line item must have a brief, but concise description of
the problem, the cause, or why the problem occurred and the remedy or how the repair was
completed.
- The warranty claim is being submitted over 60 days past the completion of the repair dates and
does not have an authorization number listed.
- A flat rate labor operation that requires prior authorization is listed on the claim and a valid
authorization number is not listed on the warranty claim.
Publication Date: Section: 5 Page
Ownercare Manual April 2005 Warranty Labor 5-24
Claims that are returned through FDN will be listed on the "Claim Returns" report. The reasons for the
return will be listed under each claim on the report. These claims can be re-submitted after you have
corrected or completed the information required. Fleetwood will then process the claim.
Appeals
A dealer may appeal a denied or adjusted claim, if a valid reason can be provided supporting the
dealer's position. The claim under appeal must be resubmitted on a NEW CLAIM FORM with the
corrected/additional information provided. The resubmitted claim must be clearly labeled "APPEAL."
All appeals or statement reconciliation's must be received within 60 days of the statement date.
After a decision has been reached on the appeal, the claim will be considered closed and may not be
re-appealed.
Record Retention
All documentation used in connection with warranty repairs submitted to Fleetwood for processing
must be available, for review, for a minimum of seven years after the claim(s) has been paid.
These documents and records include, but are not limited to:
a) The original dealer file copy of each repair order with the customer signature.
b) Related repair orders. Dealer copies of each dealer repair order showing operation performed,
parts replaced, hours worked (recorded by mechanical or electronic time clock), signature or ID
number of the technician(s) performing the work, and unit identification for each repair order
that resulted in the submission of a repair order.
c) Clock time tickets showing the date, identity of the technician, starting and ending time for the
warranty work performed.
d) Dealership accounting journals, ledgers and records.
e) Payroll and employment records.
f) Parts inventory records.
g) Sublet Repair Invoices.
h) Supplier Invoices.
i) Fleetwood Product Delivery Receipt.
j) Fleetwood Ownercare Delivery Checkout form.
k) Motor home chassis manufacturer Chassis Pre-delivery form.
l) Battery, LPG, and Water test forms (located in the Introduction section of the Flat Rate Manual)
must be completed and attached to the copy of the dealer work order.
State and federal rules may require retention of these records for a longer period of time than
Fleetwood policy requires. Local regulations should be researched prior to destroying any business
documents
Publication Date: Section: 5 Page
Ownercare Manual April 2005 Warranty Labor 5-25
Electronic Repair Order Operating Systems - Imaging / Scanning
Fleetwood will accept that all records of all claim and Internal Repair Order documentation,
including any documentation such as diagnostic test worksheets, sublet invoices, customer concern
documentation, etc. may be retained as electronic / digital reproductions of the original, stored on a
disc, provided the dealer has a back-up recovery plan to replace stored documents in the event of
disaster.
The customer's signature, Service Management signature and technician time flagging may be
provided electronically with no traditional paper time flags attached to any document (when this
feature is part of the ERO system used in your dealership). Each repair visit requires signature
authorization by the customer of current repair concerns. Technician time flags must identify
month/day, name or ID number, Time-ON / Time-OFF, internal repair order number and repair line
item number.
The imaged / scanned documentation must be complete, (based on current release of the Fleetwood
RV Ownercare), and retained as outlined.
The electronic work order must be easily retrievable by the Fleetwood Identification Number.
The system must provide a record of who imaged the document and when.
The system must prohibit changes to the document after it has been imaged, or, if modification is
necessary, both the original and altered copy(s) must be available, with proper explanation signed and
approved by Dealer Management.
Original documents may be done away with only if there is a way to retrieve acceptable electronically
stored documents.
All documentation required to document all claim transactions paid by Fleetwood and requested by
Fleetwood, Warranty Compliance or Zone Service Manager, must be made available to verify the
payment of the transactions.
Claim Information
All information submitted on a Fleetwood Repair Order must be accurate and supported by
substantiating dealer records.
Inaccurate or incomplete repair operation description, serial number, date of repair, mileage, customer
signature, etc., may result in adjustment or denial of warranty repair orders, and/or initiate a Warranty
Compliance Review.
PAYMENTS MADE TO DEALERS FOR WARRANTY REPAIRS ARE TENTATIVE PAYMENTS
ONLY AND CAN BE DISALLOWED, ADJUSTED OR DEBITED IF CAUSE IS FOUND DURING A
WARRANTY COMPLIANCE REVIEW.
Publication Date: Section: 5 Page
Ownercare Manual April 2005 Warranty Labor 5-26
Dealer Warranty Compliance Review
Fleetwood Enterprises, Inc. or its manufacturing subsidiaries reserve the right to inspect dealer records
pertaining to the performance of warranty repair service and the accuracy of the dealer's warranty
submission practices. All claims for reimbursement, under the terms of the Ownercare Warranty, are
expected to be reasonable and may be subject to review at Fleetwood's discretion and at any
reasonable time.
Records subject to review include but are not limited to:
- Fleetwood Warranty Claims
- Dealership Repair Orders
- Technician Time Records
- Accounting Journals/Ledgers/Records
- Payroll/Employment Records
- Parts Inventory & Invoicing Records
- Sublet Repair Documents
- Supplier Invoices
- Fleetwood Product Delivery Receipt
- Fleetwood Ownercare Delivery Checklist
- Freight Records
All technician repair time must be individually recorded by a mechanical time clock for all repair
operations performed. These repair operations include established Flat Rate repairs, Straight Time
repairs (regardless if a prior authorization is required), Product Recalls, Service Bulletins or Product
Upgrades. If it is found during a warranty review that no time clock entries were made on repair orders
and technician's time tickets, the warranty claims being reviewed will be adjusted or debited.
Dealers are chosen for Compliance Review based on criteria including but not limited to: size of
dealership, volume of warranty, repetitive concerns, and statistical justification. The dealer will receive
written notification prior to a Compliance Review. The review process normally requires 2-5 days to
complete. A written report detailing the findings will be provided within thirty days of the completion of
the Compliance Review. The dealer then has thirty days to respond.
If a Warranty Compliance Review reveals that the dealer's records are inadequate to support the claim
for reimbursement, the dealer may be required to submit a Corrective Action Plan and/or be debited for
any unsupported claims. Fleetwood may implement other programs to approve, supervise, or verify the
performance of warranty service and the preparation of warranty claims.
Refusal of a Warranty Compliance Review may result in Fleetwood holding further claim payment until
the Review is allowed.
The goal of the Warranty Compliance Group is to ensure policy adherence while maintaining strong
relationships with our dealers. Training will be made available when necessary. Feedback from the
dealer regarding warranty is always encouraged.
Publication Date: Section: 6 Page
Ownercare Manual April 2005 Warranty Parts 6-1
WARRANTY PARTS REIMBURSEMENT
The dealer will be reimbursed for parts and labor. To be reimbursed, the dealer must submit a properly
completed Warranty Repair Order form to the Fleetwood Service Facility.
All defective warranty parts (as identified in the Fleetwood RV Flat Rate Manual) must be returned to
Fleetwood National RV Parts and Service Operations
1010 Commerce Drive
Decatur, IN., 46733
within 60 days of repair completion, with the paper Warranty Repair Order. For FDN claim submittal,
Fleetwood will determine which parts will be returned. Parts requested for return on an FDN claim
must be returned within 30 days from the Fleetwood processing date.
Parts Reimbursement Cost
Parts utilized for all warranty repairs claimed to Fleetwood must be purchased directly from
Fleetwood. Warranty repairs due to failure of a non-Fleetwood supplied part, and associated
damaged / failure of other related parts, is not a Fleetwood warrantable repair. Reimbursement will be
at dealer cost plus 30% (excluding shop supplies). Freight charged for the part(s) shipment is not
included. The $5.00 minimum order fee that applies to orders totaling less than $25.00 is not eligible
for reimbursement.
Shop Supplies
Shop supplies are any material that is consumed during a repair or can be reused for another repair.
Generally these materials do not have Fleetwood part numbers. Shop supplies are not eligible for the
warranty parts reimbursement cost mark-up. However, shop supplies will be reimbursed at dealer cost
only, but not to exceed Fleetwood's dealer net cost.
. Shop supplies are:
- Masking tape/duct tape, masking paper, etc.
- All cleaning supplies, i.e. Windex, Simple Green, etc.
- Shop rags/drop cloths
- Paper towels
- Dust mask/respirators
- Gasoline
- Gloves
- Solvents
- Oils
- Sanding Discs
- Sandpaper/scuff pads
- Staples/brads
This is not an all-inclusive list and will be modified as required.
Publication Date: Section: 6 Page
Ownercare Manual April 2005 Warranty Parts 6-2
Defective Parts Handling (paper claim)
Parts being returned:
a) Must be tagged with the orange Parts Return Tag (X-SR-036) (See sample tag below), with all
required information provided. The appropriate copies of the Warranty Repair Order form
should be placed in an envelope and packed with the parts. A single envelope may be used for
all Warranty Repair Order copies for a total shipment.
How To Complete A Defective Return Parts Tag (Orange Tag)
1. Dealer number 5. Brief description of the part
2. Dealer name 6. Claim line number of the repair
3. Fleetwood claim # 7. Fleetwood unit serial number
4. Fleetwood part number
b) Must be sent to Fleetwood's Service Facility within 60 days of the repair date. The shipment
should be clearly marked with the green Fleetwood Warranty Parts Sticker (X-S-34) attached to
the top of the box to avoid delays in processing. See the following instructions for "UPS, Motor
Freight Reimbursement."
c) Must be complete assemblies (where appropriate), with no parts missing and not
disassembled.
d) Must be properly packed to prevent shipping damage. Drain any fluids from parts. Parts
damaged during shipment, due to improper packing by the dealer, will be returned to the dealer
and the claim denied.
FLEETWOOD ®
WARRANTY
PARTS
300.8.040 11/92 Printed in U.S.A.
FLEETWOOD PARTS RETURN TAG
DEALER NUMBER
DEALER NAME
FLEETWOOD CLAIM #
PART #
PART DESCRIPTION
CLAIM LINE #
FLEETWOOD SER #
1
2
3
4
5
6
7
Publication Date: Section: 6 Page
Ownercare Manual April 2005 Warranty Parts 6-3
Defective Parts Handling (FDN)
Certain parts replaced under warranty must be returned to:
Fleetwood National RV Parts and Service Operations
1010 Commerce Drive
Decatur, IN., 46733
After your warranty claim has been submitted to Fleetwood, it will be determined if the part will be
returned to Fleetwood or discarded at the dealership.
The dealership will routinely print a parts "Pick and Scrap" report. For instructions on printing these
reports refer to the "FDN User's Guide" under the Fleetwood Quick Reference section in the Empart
Catalog. Parts on the "Pick" report must be packaged and returned by the dealership to the address
listed on the report. This report contains the necessary information to process your parts returns. All
parts must be tagged with the orange Fleetwood parts return tag. A copy of the "Pick" report list must
be placed in the box with the parts. If not all parts on the list are being returned in this shipment,
indicate on the "Pick" report list which parts are enclosed in the box.
Parts received without the orange Fleetwood parts tag or the "Pick" report may be returned to the
dealer freight collect.
Warranty claims that require return parts from the dealership will not be paid until Fleetwood receives
the part(s). Once receipt is confirmed, the warranty claim will be released for payment. If the part(s)
are not received within 30 days from the Fleetwood processing date, the warranty claim may be denied
and returned for resubmission.
Parts Returned That Test Good
Certain part failures can be tested at Fleetwood prior to shipment to the supplier. Parts that Fleetwood
tests as not defective will be returned back to the dealer, and the dealer charged for the shipping cost.
The repair that correlates with the non-defective part will be denied.
Parts that are unable to be tested at Fleetwood will be returned to the appropriate supplier. If the
supplier tests the part as not defective, the dealer will be invoiced for the cost of the part, labor and
freight charges. The non-defective part will be returned to the dealer.
Incorrect Parts Received
Parts received at the incorrect facility or parts that cannot be correlated with a Fleetwood RV warranty
claim, due to lack of documentation, will be returned to the dealer. An administrative fee may apply.
Warranty Parts Return Exceptions:
Certain wood products that qualify for the Common Carrier Motor Freight shipping are no longer
required to be returned if a digital photo is provided that clearly identifies the defect. The digital photo
must include the Fleetwood Identification Number (FIN), Fleetwood part number and the claim number
that will be submitted. The photo should be emailed to 91claimsdept@fleetwood.com. The defective
item should be held at your dealership until the claim is paid and appears on the monthly accounting
recap.
Liquid Petroleum Gas (LPG) cylinders should not be returned to Fleetwood. A cylinder that is replaced
in the field and submitted to Fleetwood for reimbursement should have a properly completed LPGTANK FIELD DESTROY FORM attached to the claim. FDN claims will have this form requested on
the Parts Return List when Fleetwood processes the claim and faxed to 260-724-5991. A copy of the
LPG Tank Field Destroy Form can be found in Appendix D1.
Publication Date: Section: 6 Page
Ownercare Manual April 2005 Warranty Parts 6-4
UPS, "Bill Receiver Program", Motor Freight Reimbursement
Regular parts orders within the contiguous United States and Canada will be shipped prepaid per the
rate schedule below and charged to the dealer. Orders to Alaska and Hawaii will be shipped at actual
freight charges. The recommended carrier and method is UPS Ground. Items that require motor freight
will be sent freight collect. Requests for airfreight will be sent freight prepaid and freight billed to the
dealer.
Standard ground transportation costs to the dealer are reimbursable under most circumstances;
however, Fleetwood will not reimburse any return shipping charges. All applicable parts should be
returned via the UPS "Bill Receiver Program" for all non-Common Carrier warranty part returns. For
U.S.A. dealers simply mark the UPS shipment paperwork "Bill Receiver" and add our U.S. UPS
number 865AR3. Canadian dealers should use our importer number 0040484208 and mark the
exterior of the package "For Repair Only." Fleetwood will automatically be billed for the return
shipping charges. Only use this shipping method when returning warranty parts. Incoming UPS
charges will be reimbursed by using a warranty claim. The amount charged should be based on the
Shipping Rate Schedule located below.
All warranty return parts that are unable to be shipped via the UPS "Bill Receiver Program" due to size
or weight, should receive prior authorization from the Fleetwood RV Dealer Technical Support Group.
At the time you contact Fleetwood for authorization, a decision will be made if the part will be scrapped
or returned freight collect via Transport Management Associates (TMA). This includes parts that are
referenced as RP (Return Part) in the Fleetwood RV Flat Rate Manual. Shipping and handling costsfor parts that are received without prior authorization or that deviate from the normal part
return requirements may be invoiced to your dealership. Authorized motor freight returns are to be
handled as freight collect shipments by contacting TMA at their toll free number, 1-877-766-1510.
Fleetwood will not reimburse any overnight or rapid delivery charges without prior approval
from Fleetwood RV Dealer Technical Support at (800) 816-9825.
Note: The authorization number must be clearly marked on the outside of the shipping carton.
Special handling orders will be shipped via the method specified by the dealer. Choices are UPS
Ground or Air, Emery Air (where order meets Emery specifications) or comparable carrier. Motor
freight and airfreight will be sent freight collect per the carrier's freight fee schedule. Freight charges to
the dealer will be reimbursed if they are reasonable and customary, however, Fleetwood reserves the
right to request a copy of the freight invoice if a charge seems excessive.
Fleetwood Shipping Rate Schedule
(for Continental United States and Canada Only)
Alaska and Hawaii at Actual Charges
(UPS/FedEx Ground Only, excludes motor freight and air freight)
Invoices Totaling U.S. Canada
$0.00-20.00 $7.00 $17.00
$20.01-40.00 $9.00 $18.00
$40.01-60.00 $11.00 $19.00
$60.01-80.00 $13.00 $20.00
$80.01-100.00 $15.00 $22.00
$100.01-150.00 $18.00 $26.00
$150.01-200.00 $23.00 $32.00
$200.01-300.00 $28.00 $37.00
$300.01-500.00 $34.00 $42.00
$500.01-1,000.00 $39.00 $47.00
Over $1000.00 $44.00 $52.00
Publication Date: Section: 6 Page
Ownercare Manual April 2005 Warranty Parts 6-5
SUPPLEMENT
FOR
CANADIAN DEALERS OF U.S. PLANTS ONLY
REQUEST FOR REIMBURSEMENT
Fleetwood recognizes that parts shipped from U.S. plants to Canadian dealers are processed by
Customs at the U.S.-Canadian border creating additional expense.
Dealers will be reimbursed for parts used for warranty repairs on the basis of dealer net cost plus 60%.
This "dealer net cost" will be the current price of the part from Fleetwood. Customs, Duty and
Brokerage Fees are not specifically reimbursed; however, the 60% mark-up is intended to assist with
the recovery of these expenses.
Parts used for warranty repair, but not purchased from Fleetwood, will be reimbursed at an amount not
to exceed Fleetwood's dealer net cost plus 60%. This "dealer net cost" will be the current price of the
part from Fleetwood. Warranty repairs due to failure of a non-Fleetwood supplied part, and associated
damaged / failure of other related parts, is not a Fleetwood warrantable repair.
Fleetwood will certify Canadian labor rates. Warranty labor must be submitted in Canadian currency.
On the day of claim processing, Fleetwood will convert the labor amount to U.S. currency at that week's
exchange rate.
GOODS and SERVICES TAX (GST)
The GST tax is refundable through the Canadian Government by submitting a "Goods and Services
Tax / Harmonized Sales Tax Return For Registrants" (GST / HST), Form # GST 34-2 E, to the Canada
Customs and Revenue Agency (CCRA) monthly. This form requires a "Business Dealer Number" which
may also be obtained through the Canada Customs and Revenue Agency. This tax is not reimbursed
through Fleetwood.
Publication Date: Section: 7 Page
Ownercare Manual April 2005 Parts Policies and Procedures 7-0
Parts Policies & Procedures
Index
Fleetwood Parts Contact Information ........................................................................... 7-1
Definitions ......................................................................................................... 7-2
Regular Order ...................................................................................................... 7-3
Stock Order ......................................................................................................... 7-4
Up & Running Order ............................................................................................. 7-5
Dealer Pick Ups (Will Call) .................................................................................... 7-6
Parts Research .................................................................................................... 7-6
Web QRL ........................................................................................................... 7-7
Parts Purchases & Payment Terms ......................................................................... 7-9
Parts Returns & Credits ..................................................................................... .... 7-10
Year End Inventory Return Program ........................................................................ 7-11
Fleetwood Parts Education Program (FPEP)................................................................ 7-12
Fleetwood/Supplier New Part Warranty Program............................................................ 7-12
Shipping Methods................................................................................................. . 7-13
Ground Shipping Rate Schedule ............................................................................. 7-14
Common Carrier Freight Shipping Rate Schedule ....................................................... 7-14
Fleetwood Parts Forms ................................................................................. 7-15 to 7-26
Publication Date: Section: 7 Page
Ownercare Manual April 2005 Parts Policies and Procedures 7-1
. RV Parts Dealer Support Contact InformationMotor Home Parts Support
Phone: 800.591.0628
Fax: 800.270.1442
Towable Parts Support
Phone: 800.285.1041
Fax: 800.270.1442
If you are unable to reach an agent or wish to
speak with a Supervisor, please call
1-800-325-6385
---------------------------------------------------------------
Dealer Support Contact via the Internet
NOTE: Please utilize the electronic forms, (found in the "Forms" section
of the fleetwoodrvdealers.com site) for all electronic communications.
Motor Home Parts (orders & product information)
Email - partsmhsupport91@fleetwood.com
Travel Trailer Parts (orders & product information)
Email - partsttsupport91@fleetwood.com
Publication Date: Section: 7 Page
Ownercare Manual April 2005 Parts Policies and Procedures 7-2
Definitions
Common terms are explained in this alphabetical list. The definitions apply to all references in the Ownercare Manual.
Backordered Part - Part that is kept in inventory, but is currently out of stock.
Bill of Lading (Freight Bill) - A document, issued by a carrier, lists and acknowledges receipt of goods and specifies
terms of delivery.
Billing Period - Period of time that covers a billing cycle.
C.O.D. Terms - Terms used to determine whether shipments will be sent open account or cash on delivery (C.O.D.).
Common Carrier - A company that is in the business of transporting goods via truck freight (for a fee). See Fleetwood
Shipping Methods chart for specific measurements/carrier requirements.
Concealed Damage - Damage caused by insufficient packaging, etc. when the exterior of the shipping container does
not show signs of damage. NOTE: Freight carrier will determine upon inspection of shipment contents.
Dealer Statement - Document that lists parts invoices/credits, warranty recaps and FDN charges.
Drop Ship Order (direct ship) - An order shipped directly to the dealer by a 3rd party (supplier).
Empart Catalog - The CD-Rom catalog provided within FDN that is to be used for parts identification.
Express Shipping - Shipment methods that include one-day, two-day, and three-day delivery terms.
Fleetwood Authorized RV Dealer - An active dealership currently stocking, selling and servicing Fleetwood motorized
and/or towable recreational vehicles.
Fleetwood Dealer Network (FDN) - The computer software program that enables an authorized Fleetwood dealer to be
on-line with Fleetwood to research, order and/or inquire about parts information.
Freight Collect - Freight charges billed direct to a consignee by a carrier.
Freight Prepaid - Freight charges that are paid by Fleetwood and may be passed on to the dealer.
Non-Stocked Part - A part that is not stocked by Fleetwood.
Pick Ticket/Invoice - Fleetwood packing slip that references part number and pricing information; this document will be
sent with parts shipments and should be used for payment purposes.
Restocking Fee - A fee assessed for the return of new parts.
Returned Goods Authorization (RGA) - An authorization number required by Fleetwood Dealer Parts Support for the
return of parts.
Special Order Part (SPO) - A part that does not have a Fleetwood service part number and is non-stocked.
Standard Ground Shipping - Ground shipping service provided by carriers such as UPS, FedEx, etc. See Fleetwood
Shipping Methods chart for specific measurements/carrier requirements.
Supplier Lead-Time - Length of time required by a supplier to produce and ship a replacement part.
Traderoute - Software program within FDN that enables dealers to place parts orders and/or verifies parts pricing and
availability on-line.
UPT (Unit Part Tracking) - Data file that records unit specific parts information for each unit manufactured by Fleetwood.
Web QRL - A unit-specific parts catalog available on-line.
Will Call - Dealer specified parts order that will be picked up at a Fleetwood Parts Distribution
.
Publication Date: Section: 7 Page
Ownercare Manual April 2005 Parts Policies and Procedures 7-3
Regular orders
Definition:
- Orders that are placed on a regular basis throughout the week. Regular orders can be used to
supplement dealer stock orders.
Fleetwood's Responsibilities:
- All in-stock parts will be picked, packed, and shipped within 24 hours from the time we receive
your order (during regular business hours). In-stock parts will be shipped from Fleetwood's Parts
Distribution Centers in Decatur, Indiana and/or Riverside, California, depending on dealer location
and parts availability.
- Back-ordered parts will be shipped within 24 hours of receipt at the Parts Distribution Center.
- Non-stocked parts may be direct shipped from our suppliers to dealers whose Fleetwood account
status is current and in good standing.
- Orders submitted via fax will be confirmed using the dealer's original parts request form.
The confirmation will include the order number and estimated ship date.
Dealer Responsibilities/Benefits:
- Regular Orders can be placed using the following methods:
o Phone
o Fax or E-Mail (using the Fleetwood Parts Order Form - see pg. 24)
o FDN
- Parts orders totaling less than $25 will be assessed a $5 fee.
- Regular orders sent priority require special handling and will be assessed a $25 per order fee.
- Orders can be placed on an as needed basis.
Billing Information:
- Dealer will be billed standard ground shipping based on the Fleetwood Shipping Rate chart (see
pg. 14). Dealer will be charged all other applicable fees associated with oversize and hazardous
shipments.
- A handling charge of $3.00 will be added to all orders. An additional handling charge will be
added to orders requiring special packaging (crate, special boxes, etc.).
Additional Information:
- With proper notification, dealers may choose to have back-orders cancelled rather than ship
automatically. Using the Parts Order Cancellation form (see pg. 17), a dealer may request the
cancellation of a part(s).
Orders that exceed ground-shipping measurement requirements will be sent via
common carrier truck freight at the dealers' expense.
Publication Date: Section: 7 Page
Ownercare Manual April 2005 Parts Policies and Procedures 7-4
Stock Order
Definition: Inventory replenishment orders (with multiple line items) over $400 that are placed by the
dealer on FDN.
Fleetwood's Responsibilities:
- All in-stock parts will ship within 24 hours from the time we receive the order (during regular
business hours).
- Back-ordered parts will ship within 24 hours of receipt from our suppliers.
- Non-stocked parts can be direct shipped from our suppliers to dealers whose account status is
current and in good standing.
- Qualifying orders will receive a 2% discount off of the invoice price.
- Fleetwood pays standard ground shipping charges.
Dealer's Responsibilities/Benefits:
- Place a qualifying stock order ($400 order minimum), with part numbers, via FDN.
- Stock orders allow dealers to better manage inventory levels, shop scheduling, and efficiency of
parts personnel and can assist in reducing shipping charges.
- Orders may be placed multiple times per week.
Billing Information:
- A crating charge will be added to orders requiring special packaging.
Dealers will be charged for common carrier freight charges on stock order items (i.e. front caps, entry
doors, windshields, etc.) that exceed ground-shipping measurement requirements (see pg. 13).
Publication Date: Section: 7 Page
Ownercare Manual April 2005 Parts Policies and Procedures 7-5
Up & Running Order
Definition:
- The Up & Running program is designed to benefit you and your motor home customers by offering
them quick, convenient assistance in the event of mechanical problems during travel.
Fleetwood's Responsibilities:
- During the new vehicle warranty of 12 months or 15,000 miles, Fleetwood will expedite the
shipment of parts needed to facilitate emergency repairs. All in-stock parts will be shipped by
Fleetwood within 24 hours of dealer order placement.
Dealer Responsibilities/Benefits:
- Contact Fleetwood Parts Dealer Support with the Fleetwood Identification Number (FIN) and a
description of the part needed- no warranty authorization is required. Please refer to the
Qualifying Parts List to identify what parts qualify under the Up & Running Program.
- Fleetwood will pre-pay overnight freight, waive handling fees, and expedite the shipment of any
qualifying emergency parts
What Is Not Covered:
- Failures caused by misuse, negligence, abuse, or physical damage.
- Failures caused by lack of maintenance.
- Damage caused by an external cause such as collision, theft, damage, freezing, vandalism,
lightning, windstorm, hail, volcanic eruption, earthquake, water, flood.
Billing Information:
- Dealers will be billed for shipping/handling charges on orders placed as Up & Running that do not
meet program qualifications.
- Dealers will not be billed for shipping or handling fees on qualified orders. Parts must be on the
Qualifying Parts List to qualify for these benefits.
Additional Information:
- If you feel there is a part that Fleetwood needs to add to the Up & Running Qualifying Parts List,
please send an e-mail to partsmhsupport91@fleetwood.com - your request will be investigated
and you will be contacted with our decision.
For additional information regarding this exciting program, please visit the fleetwoodrvdealers.com
website.
Publication Date: Section: 7 Page
Ownercare Manual April 2005 Parts Policies and Procedures 7-6
Dealer Pick Ups (Will Call)
Definition:
- Dealer specified parts order that will be picked up at Fleetwood's Decatur, IN or Riverside CA
Parts Distribution Center.
Dealer Responsibilities:
- Place your order via FDN, phone, or fax, specifying that the order will be picked up (shipping
method of Will Call) by your dealership from the Decatur or Riverside Parts Distribution Center.
- Submit the parts order as far ahead of the pick up date/time as possible, a minimum of 24 hours is
expected, exceptions may be made by the Parts Distribution Center(s).
- Provide Fleetwood RV Parts a specific date when the parts are to be picked up. If the parts are
not picked up at the specified date/time, and unless other instructions are received, the parts will
be shipped to the dealer and billed as a regular order. **Parts must be picked up during regular
business hours.
- Dealers must inspect all parts for damage prior to departure from the Fleetwood facility.
Fleetwood will not honor shipping damage claims or shortage claims against parts picked up and
inspected by dealer representatives. However, if Fleetwood elects to prepackage your order, we
will honor claims that are submitted within three (3) working days from the time of pick up.
- Will call orders that do not meet a $25 order minimum will be assessed a $5 fee at the time of
invoicing.
Dealer Benefits:
- Saves shipping costs.
- Critical parts may be picked up same day (with authorization from RV Parts Operations).
Parts Research
Definition:
- Difficult to identify parts which dealers are unable to locate using the Fleetwood Dealer Network
and/or Web QRL.
Dealer Responsibilities:
- Complete and submit a Fleetwood Parts Research Request Form (see pg. 25) via e-mail or fax.
- Request must contain complete Fleetwood serial number and a detailed description of the part
required.
Fleetwood Responsibilities:
- Research requests will be completed and returned to the dealership within 1 business day of
receipt. Detailed estimates will be returned to dealers within 3 days of receipt.
If additional information is needed to process a request, dealers' will be notified immediately (via the
method the request was received).
Publication Date: Section: 7 Page
Ownercare Manual April 2005 Parts Policies and Procedures 7-7
Web QRL
Definition:
- The Web QRL provides a complete, unit specific listing of parts for each motor home and travel
trailer (RV) manufactured. All RV units built from model year 1999 forward are included. The file
is updated upon completion of manufacture, so unit information is available before the unit hits
your lot.
How do I access the Web QRL?
- All it takes to access the Web QRL is broad band or modem access to the internet and a PC.
- Website address is www.fleetwoodrvdealers.com - you will need to set up a username and pin
number (within the website) to access the Web QRL and other parts related information.
- By entering the last seven digits of the Fleetwood Identification Number, you can access unit
specific (as built) information
What are the benefits?
- Dealers will be able to reduce the amount of time it takes to identify the correct part for the
customer.
- Current parts pricing information is available on the site.
- Dealer utilization of this site for parts identification enables Fleetwood Parts Customer Service
Representatives to assist with parts requests that require additional assistance.
How are parts identified in the Web QRL?
- Parts identification information can be identified by sorting by product category or parts
description:
Sort by Category
Publication Date: Section: 7 Page
Ownercare Manual April 2005 Parts Policies and Procedures 7-8
Web QRL (cont.)
Sort by Part Description
What additional information is available in the Web QRL?
- Appliance information (including appliance model and serial number) and unit option information is
accessible in the Web QRL:
Appliance Information
Option Information
Publication Date: Section: 7 Page
Ownercare Manual April 2005 Parts Policies and Procedures 7-9
Parts Purchases and Payment Terms
Who can purchase parts from Fleetwood?
- Fleetwood RV dealers may purchase parts on open account from RV Group Parts Operations
providing the dealer is a current Fleetwood Authorized RV dealer in good standing.
- Fleetwood maintains the right to ship and sell parts to non-authorized (service-only) RV dealers
and retail customers where prevailing circumstances exist.
Dealer Responsibilities:
- Enter your order via FDN, phone or fax using your Fleetwood authorized dealer number.
- Dealers will be invoiced for parts at the Fleetwood RV "dealer net cost" as shown in FDN
Traderoute.
- Outstanding unpaid statements over 60 days old from the statement date will place the dealers
account on a C.O.D. basis only.
- Accounts changed to C.O.D. by Fleetwood Parts Dealer Support shall agree to accept these
terms. Refusal of any C.O.D. shipment for reasons other than obvious shipping damage will result
in the dealer account being placed on hold along with the dealer being charged for all shipping
fees.
Fleetwood Responsibilities:
- Fleetwood RV will mail parts invoice copies to all dealers (with an open account status) on a
weekly basis.
All invoices will be accrued during the month. On the 15th of each month, a statement will be
prepared and mailed to the dealers. Warranty credits will be applied towards parts invoices. At the
end of each billing period, statements will be reconciled. If credit is due the dealer, a check for that
amount will accompany the statement. If the difference leaves a balance due Fleetwood from the
dealer, the amount is to be paid upon receipt of the statement. A delay in payment will cause a delay
in obtaining future parts shipments and will jeopardize the dealers' good standing.
Publication Date: Section: 7 Page
Ownercare Manual April 2005 Parts Policies and Procedures 7-10
Parts Returns and Credits
- All parts returns must have prior approval from the Parts Dealer Support group.
o Parts returned without prior authorization will be sent back to the dealership freight collect.
- Return requests for parts sent in error by Fleetwood should be made via phone at the time of reorder.
Authorizations for return or credit will be issued immediately. Dealers will receive a fax
confirmation of the return/credit authorization within 48 hours of its issue.
- Dealers can request Returned Goods Authorizations (RGA) from Fleetwood Parts using any of the
methods below:
o Complete the RGA screen in FDN
o Complete an RGA form (see pg. 26) and return the information to the Fleetwood RV Parts
Dealer Support group via fax or e-mail
o Contact the Parts Dealer Support group via phone to request a return
- An RGA number will be given by Fleetwood (within 7 business days of receipt of request) and
must be referenced on the outside of every return shipment.
- A restocking fee will be charged on all returns with the exception of parts shipped in error by
Fleetwood.
o Parts returns requested within 90 days of invoice date will be charged a restocking fee of
15%
o Parts return requests beyond 90 days must be held for authorized year-end returns.
- Parts that are requested to be returned to Fleetwood must arrive freight prepaid within 30 days of
the RGA issue date.
- Credits will not be authorized for less than $25 (unless parts were shipped in error by Fleetwood),
Dealers' can accumulate parts returns to meet this $25 credit return minimum or parts may be
held at the dealership to be included with the authorized year-end return.
- Requests for the return of special order parts will be evaluated on a case-by-case basis.
- Parts with obvious shipping damage must be noted on the delivering carrier's bill of lading. The
plant will not pay claims for freight carrier damage.
- Parts orders must be checked at the time of delivery.
o Parts damaged during shipment due to concealed damage or improper packaging may be
requested for credit within three (3) working days of receipt directly with Fleetwood, no
restocking fee will be assessed.
Claims for shortages must be made within three (3) working days of receipt.
Publication Date: Section: 8 Page
Ownercare Manual April 2005 Fleetwood Parts Forms 7-11
Year End Inventory Return Program
Once each year, during the months of November thru April, dealers will be allowed to return parts
which:
- Were ordered in error
- Are slow moving or excess inventory
- Are unwanted parts in inventory
- Are no older than (2) model years
The dealership will be allowed to return 5% of their total parts purchases for the previous year (12
month total).
Using the Fleetwood Year End Return Request Form, the dealership must prepare a list of the parts
(with Fleetwood service part numbers and quantities) they wish to return and fax it to the Fleetwood
Parts Dealer Support Department. This list will be reviewed and each part labeled either YES
(meaning the part is returnable under the guidelines of the year end return policy) or NO (meaning the
part is not returnable). Once the list is reviewed, it will be faxed back to the dealership along with an
RGA (returned goods authorization) number. This number must be marked on the outside of each
box being returned to Fleetwood. Unauthorized parts will be returned to the dealer freight collect.
Parts returned under this program:
- Must be unused, undamaged, and in sellable condition
- Must be packaged to prevent freight or handling damage
- Must be shipped freight prepaid. Fleetwood will not reimburse freight costs. Fleetwood will not
accept any parts returned COD or freight collect. These shipments will be returned to the
dealer.
- Must arrive at the plant by the date specified on the Year End Inventory Return form.
Certain parts cannot be accepted under the Year End Inventory Program:
- Parts that were special built when ordered
- Cabinetry and cabinet doors
- Curtains, sheers, drapes, woven woods
- Fabric wrapped parts, cushions, mattresses, seat covers, bedspreads, vinyl tire covers
- Paint, sealants, adhesives or any other volatiles
- Exterior fiberglass skin or rubber roof material
- Exterior or interior moldings
In the event that a part is returned damaged or not in sellable condition, the Parts Department will
notify the dealer. These parts will either be returned to the dealer or disposed of (depending on the
dealers' request).
Publication Date: Section: 8 Page
Ownercare Manual April 2005 Parts Policies and Procedures 7-12
Fleetwood Parts Education Program (FPEP)
The Fleetwood RV Parts Dealer Support Department offers a thorough Parts Education Program for
dealer personnel.
This program includes hands-on FDN (Fleetwood Dealer Network) training, comprehensive
discussions on accurate parts identification, and an in-depth review of parts policies and procedures.
Both in-house and regional classes are available. Please contact the Fleetwood RV Parts Dealer
Support Department for scheduling information. Annual attendance at FPEP is recommended.
Participation in this program is taken into account during the warranty labor rate increase
consideration process.
Fleetwood RV Parts Operations will be expanding the FPEP training program to include additional
training media including tutorial CD's, video training, and web cast sessions. Look for these new
training options in Summer/Fall 2005.
Fleetwood/Supplier New Part Warranty Return Program
Fleetwood will extend to our dealers a 90-day new part warranty return policy or honor the
supplier/manufacturer return policy, whichever is greater. The 90-day period will be calculated based
upon the date of purchase from Fleetwood, or in some instances from the date of installation of the
dealer can provide documentation. Complete the Fleetwood Parts Return Goods Authorization
(RGA) Form, marking the new part/defective box, and we will assist you in obtaining a new
replacement part. A copy of the original parts invoice must be submitted with the RGA request.
Reimbursement, if applicable, will be for the expense of the part only. No labor fees will be
reimbursed.
Suppliers/manufacturers supply their own guarantees and warranties and do not allow adjustments,
replacements, or accept for return or exchange any defective or unsatisfactory items
Publication Date: Section: 8 Page
Ownercare Manual April 2005 Parts Policies and Procedures 7-13
Fleetwood Shipping Methods
UPS Ground UPS ground is the standard ground transportation offered by the United Parcel
Service. This method of shipment will accept freight up to 150 lbs. The package
must not exceed 130" total dimension (length and girth) and cannot exceed 108"
in length. UPS charges are based on the invoice total of the parts purchase and
will be billed on the Fleetwood parts invoice.
UPS Next Day
Air
Also known as "Red Label". For size and weight restrictions, see UPS Ground.
Guaranteed to be delivered before 10:30 a.m. the next business day (where
available). UPS Next Day Air shipping charges will be recorded on the picking
ticket and billed to the dealer on the Fleetwood parts invoice.
UPS 2nd Day Air Also known as "Blue Label". For size and weight restrictions, see UPS Ground.
Guaranteed delivery by end of second business day (where available). UPS 2nd
Day Air shipping charges will be recorded on the picking ticket and billed to the
dealer on the Fleetwood parts invoice.
UPS 3-Day
Select
Also known as "Orange Label". For size and weight restrictions, see UPS
Ground. Guaranteed delivery by end of third business day (where available).
UPS 3-Day Select shipping charge will be recorded on the picking ticket and
billed to the dealer on the Fleetwood parts invoice.
UPS Next Day
Air
(Saturday
Delivery)
This shipping method allows for Saturday delivery of parts. There is an
additional fee of $10.00 for Saturday delivery. Guaranteed delivery where
available. For size and weight restrictions, see UPS Ground. Next Day Air
shipping charges and additional fees will be recorded on the picking ticket and
billed to the dealer on the Fleetwood parts invoice.
Air Freight Air freight requests will be accepted and shipped by the Fleetwood's preferred
carrier in your region. Air freight shipments will be quoted by the carrier and
shipped freight collect.
International
Pkgs.
International shipments (including Canadian shipments) may be delayed for
Customs inspection. This delay is beyond the control of Fleetwood and the
shipping companies. Therefore, freight charges will not be reimbursed due to
late delivery. Freight for international shipments will be sent prepaid and
charges will be billed to the dealer on the Fleetwood parts invoice. Fleetwood
reserves the right to clear all customs packages through their preferred broker.
Common
Carrier
(Truck Freight)
Recommended for shipments over 130" girth and/or 150 (lbs) in weight. Freight
shipment will be sent freight prepaid, and the dealer will be billed for common
carrier freight charges on the Fleetwood parts invoice. Dealers are given the
Fleetwood discounted rate (see pg. 13)
Publication Date: Section: 8 Page
Ownercare Manual April 2005 Parts Policies and Procedures 7-14
Fleetwood Standard Ground Shipping Rate Schedule
(Revised 10/21/2004)
Invoices Totaling U.S. Canada
$0.00-20.00 $7.00 $17.00
$20.01-40.00 $9.00 $18.00
$40.01-60.00 $11.00 $19.00
$60.01-80.00 $13.00 $20.00
$80.01-100.00 $15.00 $22.00
$100.01-150.00 $18.00 $26.00
$150.01-200.00 $23.00 $32.00
$200.01-300.00 $28.00 $37.00
$300.01-500.00 $34.00 $42.00
$500.01-1,000.00 $39.00 $47.00
Over $1000.00 $44.00 $52.00
UPS now offers an additional shipping option-Oversize 3. This enables Fleetwood to ship parts measuring
between 131" girth and 165" girth via UPS. Fleetwood will bill the actual shipping amount on all orders shipped
Oversize 3 (the UPS Shipping Rate Schedule will not apply). The shipping charges will be noted on the packing
slip.
Common Carrier (Truck) Freight Schedule
** Includes parts shipped from Fleetwood Parts Distribution Centers and direct shipments from our suppliers
VENDOR PART DESCRIPTION Freight
Charges USA
Freight Charges
Canada
ATWOOD - MACH RITE -
CREATION Windows / Entry Doors $90 $110
AVIONIC Entry Doors $90 $110
DOMETIC Awnings / Refrigerators $90 $110
DSM Tables $90 $110
DUO FORM Enclosures $90 $110
ELMONTE Bumpers / Wheel Wells / Tanks $90 $110
FLEXSTEEL Furniture $90 $110
GOODYEAR Tires $90 $110
HEHR Windows $90 $110
KIMBERY / SUMMIT Rockguards $90 $110
KEMLITE Rolled Fiberglass $90 $110
MAYTAG Ranges / Microwaves $90 $110
NICKS Interior Doors $90 $110
PANASONIC TV $90 $110
PATRICK Interior Doors $90 $110
PHILIPS Entry Doors $90 $110
POWER GEAR Jack Assemblies $90 $110
RESTONIC / GM Mattresses $90 $110
ROBERT WEED Paneling $90 $110
RV CUSTOM Grille $90 $110
RV PRODUCTS Roof Air Conditioner $90 $110
SE-GI Windows $90 $110
SHAW Carpet $90 $110
SHOWER ENCLOSURE Glass Shower $90 $110
TOPLINE Ladder $90 $110
UNIVERSAL Molding - Metal $90 $110
WILEY Bumpers / Compartment Doors $90 $110
Parts that will require actual charges:
Corian Galley Tops Rear Axles Rear/Front Caps Rear Walls Generators
Gear Box Rear Door Metal Siding Lower Bumper Fascia Pieces
Publication Date: Section: 8 Page
Ownercare Manual April 2005 Parts Policies and Procedures 7-15
Fleetwood Parts Forms
The following forms are being provided for your review and reference.
Dealer Statement Form
Empart Catalog Correction Form
Furniture Order Form
Order Cancellation Form
Order Requirements Form
Order Status/Price Inquiry Form
Parts Invoice Form
Picking Ticket/Invoice form
Fleetwood Parts Order Form
Fleetwood Research Request Form
Returned Goods Authorization (RGA) Form
Contact Fleetwood RV Parts Dealer Support Department, at 1.800.285.1041 or1.800.591.0628 or visit the fleetwoodrvdealers.com website for copies of these
forms.
Publication Date: Section: 8 Page
Ownercare Manual April 2005 Parts Policies and Procedures 7-16
Dealer Statement Form
FLEETWOOD NATIONAL RV PARTS & SERVICE OPERATIONS
1010 COMMERCE DRIVE
P. O. BOX 1007
DECATUR, IN 46733
(260) 728-9564
S T A T E M E N T
Dealer Name Page 1
Address Dealer # Date 07/19/01
City, State, ZIP [ 1311PT ]
FOR PERIOD ENDING: AUGUST 16, 2001
INVOICE # INVOICE DATE AMOUNT DUE
PARTS INVOICES
586765 06/06/01 226.99
586766 06/06/01 74.65
589788 06/15/01 68.45
590234 06/18/02 11.33
590970 06/20/01 181.88
CK#303100 06/25/01
CREDIT
MEMO 213.96 CR
592718 06/26/01 12.72
592744 06/26/01 20.84
593761 06/28/01 158.35
FM002551 07/01/01
FDN
MONTHLY
FEE 30.00
597099 07/11/01
CREDIT
MEMO 12.72 CR
------------
TOTAL 558.53
WARRANTY CLAIMS
53708 06/22/01
CREDIT
MEMO 29.50 CR
------------
29.50 CR
TOTAL AMOUNT DUE $529.03
* INVOICE AMOUNT HAS BEEN ADJUSTED* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
* PAYMENT IS DUE AND PAYABLE UPON RECEIPT *
* OF THIS STATEMENT. FAILURE TO PAY ON A *
* TIMELY BASIS MAY RESULT IN YOUR ACCOUNT *
* BEING PLACED ON A C.O.D. BASIS. *
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
Publication Date: Section: 8 Page
Ownercare Manual April 2005 Parts Policies and Procedures 7-17
Empart Catalog Correction Form
Dealer Information
Date
Dealer Name/Number
Dealer Phone Number
Dealer Contact
Part Identification Information
Unit Serial Number
Description of Part Needed
Details (why part was incorrect)
----------------------------------------------------------------------------------------------------------------------------------
Fleetwood Use Only
Researched by: ________________________________________
Was the information in the Empart Catalog incorrect?
Yes or No
If yes, what is the correct part number? ________________________________________
Where resource was used to locate the correct information? ________________________
Date faxed to Fleetwood Catalog Group: ________________________________________
Response (to be completed by Catalog Group): ________________________________________
______________________________________________________________________________
______________________________________________________________________________
Correction made in newest Empart Catalog release? ___________________________________
Follow-up call made to the dealer (date): ________________________________________
Please fax to: 1.800.270.1442 or e-mail to partsmhsupport91@fleetwood.com
Publication Date: Section: 8 Page
Ownercare Manual April 2005 Parts Policies and Procedures 7-18
Furniture Order Form
Dealer Name ______________________________ Dealer Number _____________________
Dealer Contact ______________________ Dealer Purchase Order Number ____________
Complete Fleetwood Serial Number _____________________________________________
(NOTE: If part is being requested was seen on another Fleetwood unit, please include both
serial numbers specifying which unit had the furniture as original equipment and which unit
the furniture is being added to.)
Supplier Part Number _________________________________________________________
(NOTE: This number will begin with a "U" (Motor Home) or "T" (Travel Trailer). The number
can be found tucked under the seat cushion or tucked into the springs under the chair.)
Type of fabric desired for furniture (or cover) - Please Circle One Fabric / Leather
(NOTE: Leather is not available for all furniture)
Is this the original fabric used on this furniture? - Please Circle One Original / Adding
Is this a warranty replacement? Please Circle One Yes / No
If yes, what is the warranty authorization number? ________________________________
Please check which type of furniture you are working with.
____ Barrel Chair ____ Sofa ____ Bucket Recliner
(Cocktail Seat, (Magic Bed, (Captains Chair)
Behind Passenger, Easy Bed, ____ Swivel Recliner
Seat) etc.) (Has Foot Rest)
*** If ordering a cover only, please circle which piece of the cover is needed ***
Publication Date: Section: 8 Page
Ownercare Manual April 2005 Parts Policies and Procedures 7-19
Order Cancellation Form
Date: Dealer Contact:
Dealer Name: Dealer Number:
Dealer PO Number: Fleetwood Order Number:
Phone Number: Fax Number:
Please Select One:
Please cancel entire parts order Please cancel the part(s) specified below:
Parts to be cancelled (if applicable)
Part Number Qty. Part Description
Fleetwood Use Only
Approved - this part/order has been cancelled Denied - we were unable to process this request
Processed by: Date:
Phone Number Fax Number:
Please contact Fleetwood Parts Dealer Support if you have
additional questions regarding this request.
Publication Date: Section: 8 Page
Ownercare Manual April 2005 Parts Policies and Procedures 7-20
Order Requirements Form
The following information is necessary for proper parts identification and must be provided on
all parts requests placed via phone, fax, or FDN (Fleetwood Dealer Network):
- Fleetwood Dealer Number
- Fleetwood Identification Number (FIN) of unit needing parts
- Dealer Purchase Order Number
- Preferred Shipping Method
- Ship to address (if different than sold to address)
- Part number and quantity of part required
- Complete part description, including color, location, etc.
- In some situations, exact measurements may be required (i.e. sidewalls, rearwalls,
cabinet shop items, windows, luggage doors, window treatments). NOTE: This applies
to units built prior to FDN.
- If you are ordering furniture replacement pieces (i.e. covers), you will be required to
complete a Furniture Order Form (see page 67).
- If the part requested is a piece of molding or paneling, you will need to specify if the part
can be cut to ship UPS/FedEx. These parts will generally have order multiple
requirements (i.e. paneling is sold in a 32 sq. ft. sheet).
- Please note if parts request is a re-order due to damage or prior receipt of an incorrect
part.
- For cabinet shop and furniture orders, you may be required to obtain information from
the unit décor sheet. This sheet will be located in either the bedroom wardrobe cabinet
or under the galley sink.
NOTE: Please see the Parts FDN User's Guide for additional information regarding FDN
requirements.
The Fleetwood RV Parts Dealer Support Department may contact you if additional information is
needed to process your order.
Publication Date: Section: 8 Page
Ownercare Manual April 2005 Parts Policies and Procedures 7-21
FLEETWOOD Order Status/Price Inquiry
Date:
Dealer Name: Dealer Number:
Dealer Contact: Dealer PO Number:
Phone Number: Fax Number:
Order Information
Dealer Purchase Order Number:
Fleetwood Order Number (if available):
Fleetwood P.o. Number (if checking pricing on a
direct ship order from a supplier)
Information Requested
(Please highlight or circle indicating information needed)
Order Status Pricing (for direct ship orders) Tracking Number
Additional Comments:
Fleetwood Use Only
Following is the information you requested:
Request Completed By:
If you have additional questions, please feel free to contact the
Fleetwood RV Parts Dealer Support Team at 1.800.368.8348.
Please fax form to 1.800.774.5247 or E-mail to fleetwoodmhsupport91@fleetwood.com
Publication Date: Section: 8 Page
Ownercare Manual April 2005 Parts Policies and Procedures 7-22
Parts Invoice Form
INVOICE NO PAGE
Fleetwood National Parts #91 123456 1
1010 Commerce St. INVOICE DATE
P.O. Box 1007 00/00/00
Decatur, IN 46733
SOLD SHIP
TO Your Dealership Name Here TO Your Ship-To Address Here
ORDER NO ORDER DATE CUSTOMER NO LOCATION SALES
PERSON PURCHASE ORDER NO JOB NUMBER SHIP VIA FREIGHT
COLLECT / PREPAID
257912 00/00/00 Dlr. # 91 12 Dlr. P.O. # UPS Prepaid
ITEM NO
ITEM DESCRIPTION UNIT PRICE QTY ORDERED
QTY SHIPPED
UOM EXTENDED PRICE
QTY BACKORDERED DISC % NET PRICE
063662 $116.00 1 EA $116.00 .00 $116.00
Panel, Solar, 6W 1 .00
F90-1010
COMMENTS SALE AMOUNT $116.00
TAX .00 MISC CHARGES .00
TAX .00 SALES TAX .00
TAX FREIGHT 6.74
TOTAL 122.74
TERMS Open Account or C.O.D. AMOUNT RECEIVED .00
DUE DATE 00/00/00 DISC ALLOWED .00
BALANCE DUE 122.74
Publication Date: Section: 8 Page
Ownercare Manual April 2005 Parts Policies and Procedures 7-23
Picking Ticket/Invoice Form
Nov. 16, 2004 05:46 FLEETWOOD NATIONAL PARTS AND SERVICE OPERATIONS
P I C K I N G T I C K E T / I N V O I C E
FOR ITEMS REQUESTED ON OR BEFORE 04/05/2004
FOR ITEMS AT LOCATION 91
ORDER ORD-DATE CUST-NO CUST-PO-NO JOB-NO LOC LOC-DESCRIPTION
640118 04/05/04 000001 YOUR P.O. NUMBER 91 DECATUR - P&S
SOLD TO: YOUR BILLING ADDRESS SHIP TO: YOUR SHIP-TO ADDRESS
SHIP VIA -FRT-CDE- SHIP-DATE TERMS
UPS PREPAID A.S.A.P. OPEN ACCOUNT
QTY-ORDERED ITEM-NO LINE LOC STORAGE U/M QTY QTY
REQUEST-DATE DESCRIPTION AREA TO-SHIP PICKED
1.000 063662 1 91 LD02-C05 EA 1.000 ____________
04/05/04 PANEL, SOLAR, 6W
F90-1010 PRICE $116.00 TOTAL $116.00
TOTAL PARTS COST $116.00
HAZARDOUS CHARGES _________________________________ OVERSIZE CHARGES ______________________
PACKING CHARGES ________________________________________ FREIGHT CHARGES ______________________
** COMPLETE ORDER **
Publication Date: Section: 8 Page
Ownercare Manual April 2005 Parts Policies and Procedures 7-24
Fleetwood Parts Order Form
Date:
Dealership Order Information (please complete all fields)
Dealership Name Dealership Number
Phone Number Fax Number
Dealership Contact Purchase Order #
Order Comments / Special Instructions (i.e: ship to address)
Ship Via (Please highlight or circle one option - if no option is selected, will ship best way)
Regular UPS UPS Next Day UPS Second Day
UPS Three Day Select Truck Freight Overnight Truck Freight
Will Call - Eastern PDC Will Call - Western PDC Best Way
Order Type (Please highlight or circle one option)
Regular Order Up & Running Order (see fleetwoodrvdealers.com for terms/conditions)
Fleetwood ID # (required for Up/Run orders):
Part(s) Needed: (*Fleetwood Use Only)
NOTE: if using form electronically, lines will auto-wrap for additional space
6-digit
Part #
Qty/
UOM
Fleetwood
Serial Number
Detailed Part
Description
*Order Comments
(ETA, Resource, Price, etc)
Fleetwood Use Only
Fleetwood Order Number (s)/CSR
Form must be completed in its entirety to avoid delays in processing.
Publication Date: Section: 8 Page
Ownercare Manual April 2005 Parts Policies and Procedures 7-25
Publication Date: Section: 8 Page
Ownercare Manual April 2005 Parts Policies and Procedures 7-26
Fleetwood Parts Return Authorization Request (RGA)
Request Date Dealer Contact
Dealer Name Dealer Number
Phone Number Fax Number
Dlr. PO # Order Date
Order Number Invoice Number
Please provide part #, qty, and description of item being requested for return
(*Fleetwood use only)
Part # Qty. Description *Cost/ea. *Cost Extended *Bin Loc.
Reason for Return (Please highlight or circle one):
Part Not Needed Duplicate Order Cust. No Show Dealer Error
Fleetwood Error Empart Error Defective Part Other
Please provide explanation for return request:
Fleetwood Use Only:
Error Code Credit Memo #
Credit Issued as follows:
Full Credit Misc. Frt.
15% Re-stocking fee Amount
No freight reimbursement Reason:
Denied Reason:
Total Credit Amount:
Return Goods Authorization Number (RGA)
Date Issued (parts must be returned within 30 days of the auth. Date)
Credit Only Number (no return part required)
Return request processed by (CSR Name):
Additional comments:
Please return parts to:
Fleetwood Decatur Parts Dist. Ctr. Fleetwood Riverside Parts Dist. Ctr.
1010 Commerce Drive or 3200 Myers St.
Decatur, IN 46733 Riverside, CA 92513-7638
Publication Date: Section: Appendix A Page
Ownercare Manual April 2005 A-1
DEALER CLASSIFICATION RATING
Name Date
Address Classification/Rating
Check if Visited
Dealer Number
1 2 3 4 5
Dealer Service Capability
A. Dealer has adequate number of service bays to manage their schedule (includes appearance).
B. Dealer has proper tools and equipment available to effectively service their customers' needs.
C. Dealer is willing and able to service transit customers.
D. Service Department is staffed to handle the warranty repair volume.
E. Dealer seeks the use of the Technical Support Department when needed.
F. The level of training for the service personnel is updated annually and compliments the tools
and equipment necessary to meet the customers' needs in the first attempt.
G. Dealer maintains an organized service library (available to all technicians) including FSEP
manuals, Bulletins, Recalls.
Total
Warranty
A. Dealer maintains warranty processing system (FDN).
B. Warranty claims are submitted timely based upon the Ownercare Guidelines.
C. Claims are completed with details of repair (includes sublet bills) and customer signature.
D. Warranty Parts Return area is organized and the orange tags are filled out properly.
E. Obtains prior authorization when required by the Flat Rate Manual and Ownercare Guidelines
Total
Parts
A. Dealer's parts ordering system is updated.
B. Parts orders are organized and timely (follows Ownercare).
C. Dealer has a system to notify customers of parts received.
D. The dealer's retail parts store has a professional appearance.
E. The dealer maintains an inventory of commonly used parts.
Total
Other
A. Dealer understands and supports Ownercare.
B. Customer issues are handled promptly and professionally.
C. Dealers overall service performance and commitment.
D. Provides a reasonable maintenance and security for units on the lot.
Total
A. 90-ABOVE 1. Works on all retailed units. TOTAL
B. 89-80 2. Works on most retailed units.
C. 79-60 3. Works only on dealer's sold units.
D. 59-51
E. 59-BELOW Associate Name Date
Publication Date: Section: Appendix B Page
Ownercare Manual April 2005 B-1
SUGGESTED TOOLS AND EQUIPMENT
Required Recommended
Air Compressor Air Chisel
Air Powered 1/4" Crown Stapler Battery Load Tester
Air Powered 1" Crown Stapler Carpet Stretcher
Air Powered 1/2" and 1" Impact Gun D/A Sander
Air Powered Pin Nailer Diamond Wheel, 2"
Air Screw Gun Fluke 87 Multimeter-For reading "true RMS"
Amp Probe AC/DC Hall Effect Forklift
Basic Mechanic/Construction Hand Tools Glue Sprayer
Battery Driver Heat Gun
Battery Charger, Heavy Duty Hot Glue Gun
Carpet Kicker Hy-Pot
Caulking Gun for 11oz Tubes Masking Paper/Tape Dispenser
Computer Paint Gun
Die Grinder, 1/4" "PAL"--Refrigerator Test Tool
Drill Motors, 3/8" and 1/2" Pencil Grinder
Drop Cloths Port a Power
Extension Cords, 50' min Heavy Duty Sawsall
Floor Jack--12 Ton Scaffolding
Framing Staple Gun Suction Cups for Windshield Glass
Hydrometer Uponor Tools
Jack Stands, 10 Ton, 4 Required
Jig Saw
Lino/Floor Glue Trowel
Metal Cutoff Saw or Metal Band Saw
Monometer
Portable Cutoff Saw
Pressure Tester for Plumbing
Oxy/Acetylene Torch w/ Welding/Cutting Tips
Right Angle Driver
Rivet Gun
Router
Sanders
Staple Gun
Step Ladder--10 Ft.
Table Saw--10" minimum
Test Light--12V and 110V
Trouble Lights
Voltmeter
Welder, AC/DC, MIG Preferred
Wet Vac
Publication Date: Section: Appendix C Page
Ownercare Manual April 2005 C-1
Technician Repair Description / Time Card Form
Repair Order # Stock Unit # Mileage
LINE
ITEM #
TECH ID
FLAT RATE
CODE
DATE
FLAT RATE
TIME
PART RETURN
PUNCH TIME
OFF
ON
OFF
ON
OFF
ON
CONCERN / COMPLAINT:
CAUSE:
CORRECTION / REPAIR:
ACTUAL TIME
FLEETWOOD SERIAL NO.
Y N
QUALITY
CHECKED
Service Manager Approval.
Repair Order # Stock Unit # Mileage
LINE
ITEM #
TECH ID
FLAT RATE
CODE
DATE
FLAT RATE
TIME
PART RETURN
PUNCH TIME
OFF
ON
OFF
ON
OFF
ON
CONCERN / COMPLAINT:
CAUSE:
CORRECTION / REPAIR:
ACTUAL TIME
FLEETWOOD SERIAL NO.
Y N
QUALITY
CHECKED
Service Manager Approval.
Publication Date: Section: Appendix D Page
Ownercare Manual April 2005 D-1
LPG TANK FIELD DESTROY FORM
DATE: ___________________________
L.P. DEALER ACCEPTING L.P. CYLINDER: _______________________________________
STREET: _________________________________________
CITY: ____________________________________________
PHONE #: ________________________________________
FAX #: ___________________________________________
CONTACT: _______________________________________
CUSTOMER'S NAME: ______________________________
ADDRESS: _______________________________________
CITY: ___________________________________________
PHONE: ______________________________ S/O #: ____________________________________
SERIAL # OF CYLINDER: ________________ DATE OF MFG: ____________________________
CATALOG #: ____________________________________________________________________
NATURE OF DEFECT: ____________________________________________________________
I CERTIFY THAT THIS CYLINDER HAS BEEN DESTROYED.
I CERTIFY THAT THIS CYLINDER HAS BEEN INSPECTED
AND IS IN A SAFE, SERVICEABLE CONDITION.
________________________________
Signature of Dealer
RETURN COMPLETED FORM FOR PAYMENT
CHECK OR REPLACEMENT CYLINDER
MANCHESTER CONTACT: ________________________________________________________
MTE PHONE # 800-877-8265 EXT 138
MTE FAX # 800-876-6449
Publication Date: Section: Appendix E Page
Ownercare Manual April 2005 E-1
LABOR RATE INCREASE REQUEST APPLICATION
FLEETWOOD DEALER # _____________
DEALERSHIP NAME _________________________________________________________________
ADDRESS _________________________________________________________________________
CITY __________________________________ STATE _____________ ZIP ____________________
Phone # _______________________________ Fax # ______________________________________
SERVICE MANAGER ________________________________________________________________
PRESENT WARRANTY LABOR RATE $ ____________________________
WARRANTY LABOR RATE REQUESTED $ ____________________________
DATE OF LAST INCREASE _____________________________
LIST MANUFACTURERS THAT YOU REPRESENT, THEIR WARRANTY LABOR RATE PAID
AND THEIR EFFECTIVE DATE
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
LIST A MINIMUM OF THREE (3) COMPARABLE RV DEALERS IN YOUR AREA, PHONE NUMBER
AND THEIR RETAIL LABOR RATE
DEALER PHONE NUMBER LABOR RATE
________________________________________________________________________________________________________________
________________________________________________________________________________________________________________
________________________________________________________________________________________________________________
________________________________________________________________________________________________________________
________________________________________________________________________________________________________________
NAMES OF RVIA CERTIFIED AND MASTER CERTIFIED TECHNICIANS
________________________________________________________________________________________________________________
________________________________________________________________________________________________________________
________________________________________________________________________________________________________________
________________________________________________________________________________________________________________
________________________________________________________________________________________________________________
________________________________________________________________________________________________________________
NAME, ADDRESS AND PHONE OFWHO DOES YOUR DEALERSHIP'S PAINT / BODY REPAIRS:
________________________________________________________________________________________________________________
________________________________________________________________________________________________________________
DEALER SIGNATURE _____________________________________________ DATE ________________________
Publication Date: Section: Appendix F Page
Ownercare Manual April 2005 F-1
FLEETWOOD TRAVEL TRAILER MANUFACTURING PLANTS
Fleetwood Travel Trailers of California #15 Fleetwood Travel Trailers of Indiana #42
145 S. Larch Avenue 1635 Elmore Street
P.O. Box 810 Crawfordsville, IN 47933
Rialto, CA 92377 (765) 362-5120
(909) 874 2223 Fax: (765) 364-7137
Fax: (909) 874-5570
Fleetwood Travel Trailers of Oregon #23 Fleetwood Travel Trailers of Maryland #53
4640 N.W. Bartsch Road 10233 Governor Lane Blvd.
P.O. Box 1247 Williamsport, MD 21795
Pendleton, OR 97801 (301) 790-3708
(541) 276-1244 Fax: (301) 223-6892
Fax: (541) 278-4476
Fleetwood Travel Trailers of Oregon #24 Fleetwood Travel Trailers of Kentucky #60
62582 Pierce Lane 800 Industrial Drive
P.O. Box 1067 P.O. Box 1078
La Grande, OR 97850 Campbellsville, KY 42719-1078
(541) 963-7101 (270) 789-2316
Fax: (541) 962-7447 Fax: (270) 789-3597
Fleetwood Travel Trailers of Texas #40 Fleetwood Travel Trailers of Canada #65
901 Fisher Road 70 Mount Hope Street
P.O. Box 7909 Lindsay, ONT, CAN K9V 5G4
Longview, TX 75607 (705) 324-0095
(903) 759-9451 Fax: (705) 324-3074
Fax: (903) 759-8501
Publication Date: Section: Appendix F Page
Ownercare Manual April 2005 F-2
FLEETWOOD MOTOR HOME MANUFACTURING PLANTS
Fleetwood Motor Homes of Indiana, Inc. #44 Fleetwood Motor Homes of Pennsylvania #71
1031 US 224 E. Route 487, RFD #1
PO Box 31 PO Drawer 5
Decatur, IN 46733 Paxinos, PA 17860
(260) 728-2121 (570) 644-0817
Fax: (260) 728-9455 Fax: (570) 644-0426
Fleetwood Motor Homes of California, Inc. #47
5300 Via Ricardo
PO Box 5726
Riverside, CA 92517
(909) 788-2920
Fax: (951) 788-5298
FLEETWOOD RV PARTS AND SERVICE PLANTS
American Coach Service #90 American Coach Dealer / Customer Support
1420 Patterson Street (800) 435-7345 FAX (260) 728-4973
PO Box 1008
Decatur, IN 46733
(260) 728-4773
Fax: (260) 728-4574
Fleetwood National RV Parts & Service
Operations #91
Fleetwood RV Dealer Technical Support
(800) 816-9825 FAX (800) 774-5254
1010 Commerce Drive Fleetwood RV Dealer Parts Support
PO Box 1007 (800) 368-8348 FAX (800) 774-5247
Decatur, IN 46733 Fleetwood RV Claims
(260) 728-9564 (800) 673-8274 FAX (260) 724-5991
Fax: (260) 724-5988
Fleetwood RV Group Call Center #96 Fleetwood Owner Relations
2350 Fleetwood Drive (800) 322-8216
PO Box 59933
Riverside, CA 92517
(909) 274-2000
Fax: (951) 788-9528
})();
 |
**All state laws apply. Certain federal laws may also apply. Contact us for more info at info@accws.com
___________________________________________________________ To obtain a free copy of any warranty by mail please send a request to: Warranty Requests at The Acc Warranty Group, 8888 Keystone Crossing, 13th Floor, Indianapolis Indiana 46240 stating your request along with your name and a self-addressed stamped envelope. We use the term "extended warranty" and "warranty"interchangeably with the term "service plan - extended service plan - vehicle service contract - service contract," variations thereof, or "VSC," throughout the web site.
* This is an overview of coverage only - not an actual warranty or service plan.
** You must refer to the actual vehicle service contract to obtain specific information about definitions; terms and conditions; coverages; benefits; claim instructions; exclusions; and special state requirements.
Definitions are explained in this site under Magnuson-Moss.
__________________________________________________________ **All Quotes are non-binding and are based upon the accuracy of information you have provided to us. **All applications are submitted to the administrator of their respective company for verification and acceptance.
__________________________________________________
**Some plans require an acceped vehicle inspection report prior to a claim being honored and/or a 30 day and 1000 mile waiting period.
______________________________________________
- File A Claim
- Mobile Service Request Form
- ACC Towing and RV Roadservice
- Service Contract Consulting
- ACC Partners
- About Us
- When To Buy A Warranty
- Tips For Buying A Used RV
- Shuttle Bus and Limousine Warranty
- Free RV Service Downloads
- News & Events
- Frequently Asked Questions
- Repair and Service Locator Directory
