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PREFACE

This SSANGYONG Warranty Manual states limited warranties offered by


SSANGYONG Motor Company and explains the procedures that the
authorized Ssangyong Distributor (hereinafter Distributor) should follow
to fulfill the service obligations under the Distributorship Agreement.
SSANGYONG Motor Company (hereinafter SYMC) reserves the right to
change any or all of the provisions of this manual upon notice to Distributor at any time. Upon receipt of the revised/changed pages, remove and
discard the old ones and replace them with new ones.
Distributor shall use this manual solely to fulfill its obligations under the
Distributorship Agreement and shall keep it confidential to any third party.
The provisions of this manual supersede any written or verbal instructions
on warranty and claim procedures previously in effect.

Issued June, 2005


SSANGYONG Motor Co., Ltd.
Printed in Korea.

DEFINITION OF TERMS
Where used in this manual, the following terms shall have the following meanings;

DISTRIBUTOR
An authorized SSANGYONG Distributor.

DEALER
A dealer authorized by a SSANGYONG Distributor.

SYMC
SSANGYONG Motor Company Limited.

GENUINE (SSANGYONG) PARTS


Parts manufactured by or for SYMC, Designed for use on SYMC Vehicles and distributed by SYMC.

NON-GENUINE PARTS
Parts other than Genuine (SSANGYONG) Parts

SERVICE SUPPLIES
Oil or grease, radiator coolants, transmission or hydraulic fluid and refrigerants.

SUBLET REPAIR
Any repair or service performed by a third party engaged by Distributor or Dealer to perform such
repairs or services.

VEHICLE
Any SSANGYONG passenger cars, buses and trucks manufactured by SYMC.

WARRANTY AND SERVICE INFORMATION BOOKLET


A document prepared and revised by SYMC or the Distributor under SYMC authorization and furnished
to the customer by Distributor or Dealer as a guide to obtain warranty services.
It also serves to certify ownership of the SSANGYONG vehicle.

WARRANTY POLICY AND PROCEDURE MANUAL


The manual furnished by SYMC giving all policies and procedures related to SYMC's warranty.
It will be updated by revised pages on warranty policy and procedure manual or by change notices,
letters, or bulletins sent by SYMC.

WARRANTY SERVICE
The repair by Distributor or Dealer of a defective or malfunctioning part under the provisions of any
applicable warranty provided by SYMC for vehicles manufactured by SYMC.

SECTION INDEX

WARRANTY
POLICY &
PROCEDURE
MANUAL

PYUNGTAEK, KOREA

WARRANTY POLICIES

WARRANTY PROCEDURES

RECEIVING AND STORING


NEW VEHICLE

NEW VEHICLE DELIVERY


AND MAINTENANCE

PRODUCT CAMPAIGNS

PRODUCT INFORMATION

APPENDIX

CHAPTER 1
1

WARRANTY POLICIES
TABLE OF CONTENTS
1-1. Warranties on Products ............................................................................ 1-3
1-1-1. New Vehicle Warranty .................................................................................... 1-3
1-1-2. Warranty Period ............................................................................................. 1-3

1-2. Warranty Coverage Guidelines ................................................................ 1-4


1-2-1. Items Covered by Warranty ........................................................................... 1-4
1-2-2. Items Not Covered by Warranty .................................................................... 1-6

1-3. Warranty Services on Specific Vehicles ................................................. 1-9


1-3-1.
1-3-2.
1-3-3.
1-3-4.

Service for Transient Owner .........................................................................


Service for New Country ...............................................................................
Change of Owners Residence .....................................................................
Services for Vehicles Sold Directly by SSANGYONG .................................

1-9
1-9
1-9
1-9

1-4. Reimbursement for Warranty Services ................................................ 1-10


1-4-1.
1-4-2.
1-4-3.
1-4-4.
1-4-5.
1-4-6.

Reimbursement for Labor ........................................................................... 1-10


Reimbursement for Parts .............................................................................1-11
Sublet Repairs ...............................................................................................1-11
Tires ...............................................................................................................1-11
Emergency Warranty Repairs ..................................................................... 1-12
Bosch Injection Pump .................................................................................. 1-12

1-5. Distributor Responsibility ....................................................................... 1-13


1-5-1.
1-5-2.
1-5-3.
1-5-4.
1-5-5.
1-5-6.
1-5-7.
1-5-8.
1-5-9.

Delivery of Warranties ................................................................................. 1-13


Vehicle Registration ..................................................................................... 1-13
Retention of Records ................................................................................... 1-13
Post Warranty Approval (POWA) ................................................................ 1-14
Claims Demanding FTR .............................................................................. 1-14
Retention of Defective Parts ....................................................................... 1-14
Inventory Control of Service Replacement Parts ....................................... 1-14
Warranty Claim for Local Parts .................................................................. 1-15
Submitting the Sheet of PDI ........................................................................ 1-16

1-6. Examination and Audit ............................................................................. 1-17

WARRANTY POLICIES

WARRANTY POLICIES
SSANGYONG Motor Co., Ltd. (SYMC) authorizes Distributor to perform warranty service for the retail
owner as set forth in this manual on condition that Distributor will grant at least the same warranty to its
customers and abide by the policy and procedures of this manual.
This authorization expires/terminates at the same time when the Distributor Agreement expires/terminates
except for the SSANGYONG vehicles sold by Distributor during the effective term of Distributor Agreement.
To the extent that Distributor delegates its service function to its authorized dealers, Distributor in this
manual includes Distributors authorized dealers whenever appropriate. SYMC, however, hereby denies
any contractual, express or implied, relationship with Distributors dealers.

1-1. WARRANTIES ON PRODUCTS


1-1-1. New Vehicle Warranty
SYMC warrants new vehicles with the terms and conditions of the printed warranty certificate that is provided with the vehicle and such other applicable warranties set forth in this manual.

1-1-2. Warranty Period


Vehicles delivered to customers are warranted for either a designated period of time or a specific mileage
whichever comes first.
The warranty period shall begin from the date when the vehicle is delivered to the first retail purchaser or
the vehicle is first used as a demonstrator or company vehicle by Distributor.
Time and mileage period shall be specified in the Distributorship Agreement and the separate Warranty
Agreement.
In the event that the vehicle is sold by the original purchaser within the warranty period, the unexpired
portion of the warranty period will be taken over to the following purchaser.
* SYMCs warranty will be applied in full for every vehicle which is sold to purchaser within 9 months after
the shipment abroad from Korea. However, for the vehicles sold after 9 months from shipment date, the
period exceeding 9 months shall be subtracted from the period of warranty. The warranty cost which is
occurred during the subtracted period exceeding the inventory time limit of 9 months shall be borne by
the Distributor not the customer.
Special warranty claim
For some special parts, warranty conditions are as below:
1) Glass : 3 months or 4,500 km, whichever comes first.
2) Battery : 1 year or 20,000 km, whichever comes first.
3) Wheel alignment : 1 year or 20,000 km, whichever comes first.
(SYMC accepts only when the corresponding data sheet is submitted with SCR)

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WARRANTY POLICIES

1-2. WARRANTY COVERAGE GUIDELINES


1-2-1. Items Covered by Warranty
This warranty covers any repairs needed during the warranty period due to defects in material or workmanship except as provided in Items not covered by warranty. Additional information is provided below
for specific items.

a. Assembly Replacement
The basic warranty policy is limited to the repair or replacement of parts found to be defective. When a
component part of an assembly is found to be defective and such a part is available, replacement of
the entire assembly is not covered by warranty.
Assembly replacements are permitted only when the parts of an assembly cannot be repaired or replaced separately due to safety or other reasons, or the damage is serious and replacement of assembly is more economical than repair or replacement of damaged component parts.

b. Paint
The warranty covers the repair for paint defects for specified warranty period set forth in paragraph
1-1-2 in this manual.
However, Distributor has the responsibility to cover minor imperfections in the paint finish as part of
Pre-Delivery service (Refer to Paragraph 1-2-2-c in this section). Minor scratches, blemishes or other
surface defects in the paint which can be fixed by polishing, light sanding or brush touch-up are not
considered as claimable defects.
Prior approval by SYMC is required for major paint repairs. In making requests for authority to effect
major paint repair of any sheet metal surface, complete information on the nature and cause of the
problem must be provided.

c. Corrosion (Rust-Through)
The corrosion warranty applies to perforation due to corrosion only for specified warranty period set
forth in paragraph 1-1-2 in this manual.
Perforation means a Rust-Through condition, such as an actual hole in a sheet metal panel. Cosmetic
or surface corrosion (resulting from stone chips or scratches in the paint, for example) would not be
repaired under this coverage.
This warranty will remain effective provided that the following conditions are observed.
The vehicle owner must ensure that:
1) The vehicle is inspected annually by Distributor.
2) Any claim under this warranty is supported by evidence which shows that the annual body inspection has been carried out. The inspection must be recorded at the time it is carried out by Distributor
by completing the section provided in warranty booklet.
3) Paintwork deterioration or damage to the body protection of the vehicle that is reported by Distributor to the vehicle owner is promptly rectified at the owners expense by Distributor.

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WARRANTY POLICIES

d. Service Supplies
Items such as oil grease, radiator coolant, transmission or hydraulic fluid and refrigerant are covered
only when they need to be used in performance of warranty or campaign work.
In other words, adding or replacing these supplies required for normal maintenance service and during
use of vehicle is not covered by warranty.

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WARRANTY POLICIES

1-2-2. Items Not Covered by Warranty


Although a vehicle is within the time and distance stipulated in the warranty, the following items are not
covered by warranty except for defects in material or workmanship.

a. Maintenance Service
Normal maintenance service such as, but not limited to, the following is not covered by warranty. Any
failures resulting from a lack of maintenance are not covered by warranty:
1) Fuel system cleaning
2) Wheel balancing
3) Engine tune-up
4) Brake inspection and adjustment
5) Clutch system adjustment
6) Replacement of consumable parts such as air cleaner element, spark plug, injection nozzle, fuse,
drive belt, bulb, brushes of alternator and starter, linings, rubber part (except engine mounting
rubber), clutch disc, oil and any other filter elements when such replacements are made as part of
any normal maintenance services.

b. Items Affected by Wear, Exposure, etc.


The repair or replacement of the following items resulting from normal use, neglect, accident, wear and
exposure is not covered by warranty:
1) Soft trim and interior trim
2) Plated parts, bumpers and other appearance items
3) Wiper blades
4) Brake linings or brake pads, brake drums or discs.
5) Clutch disc
6) Rubber materials such as hoses, belts.

c. Pre-Delivery Inspection and Free Inspection Service


Pre-Delivery Inspection should be carried out before a vehicle is delivered to a customer,
and Free Inspection Service is the first scheduled maintenance service performed after
delivery of the vehicle.
Repairs of minor surface blemishes or scratches (not to the metal) which can be buffed out, paint chips
on edges of doors, deck lid, engine hood or any body openings which can be rectified by a touch-up
operation, shall be considered to be part of Pre-Delivery Service.
The cost of performing these services is not covered by warranty; however, these service
should be provided to customer free of charge.
Any troubles arising from lack of performance or improper performance of the pre-delivery and
periodic inspections shall not be covered by warranty.

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WARRANTY POLICIES

d. Environmental Damage
Damage to a vehicle caused by industrial, chemical or other airborne fallout, salt, sap, pollen, sand,
hair, windstorm, lightning, or other environmental conditions is not covered by warranty.

e. Damage due to Improper Use


Any damages or failures resulting from improper use such as the following are not covered by warranty.
1) Handling and operation of the vehicle contrary to the instructions in the Owners Manual.
2) Lack of performance of proper maintenance service.
3) Use of the vehicle in races, rallies and other competitive events.
4) Use of improper or dirty fuel, oils or fluids.
5) Over loading
6) Off-road use. Except when the 4 wheel-drive vehicles are used in 4 wheel drive mode.
7) Operation of vehicle often it is known to be defective.

f. Transportation Damage
Any damages or losses incurred during transportation are not covered by warranty (Refer to Section 31 in this manual).

g. Storage Damage
Any damages to vehicles due to improper handling and/or long storage prior to delivery to the retail
owner are not covered by warranty (Refer to Section 3-2 in this manual).

h. Diagnosis time
Repair diagnosis time is included in all established labor time operations where it is required by the
technician to perform the operation. It is the responsibility of qualified supervisory personnel to assist
technicians in customer problem analysis and system diagnosis.

i. Shop Comeback
Distributor is responsible for the satisfactory completion of any warrantyies which are submitted on a
claim for consideration for credit.
Should a later repair of the same item become necessary because of improper inspection, diagnosis,
workmanship or deficiencies in service parts or supplies not supplied by SYMC, the subsequent repairs
would be classed as Shop Comeback repair.
Any shop comeback repairs are not covered by warranty. The shop comeback repair should be provided free of charge to the customer, and all expenses for the repairs should be borne by Distributor or
Dealer performing it.

j. Equipment not Designed or Recommended for Vehicle, Alterations and Additions


Repairs made necessary due to use of equipment not designed or recommended for the vehicle by
SYMC and/or alterations and additions to the standard vehicle are not covered by warranty.

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WARRANTY POLICIES

k. Non-Genuine Part
It is strongly recommended for Distributor to use Genuine SSANGYONG Parts for all maintenance and
repair works because they are manufactured to the same engineering standards and quality control as
the original equipment. Any warranty repairs or replacements should be carried out using genuine
parts. Warranty services carried out using non-genuine parts are, in principle, not covered since the
use of them may adversely affect vehicle performance and reliability. Any damages or declines in
vehicle performance and/or reliability resulting from the use of non-genuine parts are not covered by
warranty.

l. Odometer Alteration
No coverage is provided to any vehicles on which the odometer mileage has been altered and the
actual mileage cannot be readily determined. When replacing the odometer, it is important to enter the
odometer reading of removed odometer in both the vehicle history file and the Warranty and Service
Information booklet (Service Guide).

m. Incidental Expense
Incidental expenses resulting from defects in material or workmanship of any parts of vehicle are not
covered by warranty. Such expenses include the following:
1) Telephone or telegraph expenses
2) Vehicle rental charge
3) Towing charge
4) Travel, lodging or meals expenses
5) Loss or damage to personal property
6) Lost time, business and commercial loss
7) Compensation for inconvenience to customers

n. Very Slight Troubles


Very slight troubles, which are generally not accepted as caused by defect in material and workmanship,
and/or difficulties, which happens in very special operation only.
1) Very small and low sound or vibration, which is not recognized as affecting quality or function of the
vehicle.
2) Very slight oozing of oil or the like about packing and/or oil seals, which causes no decrease in the
quality of the oil or the like.
3) Gap between panels which are within the limits
4) External appearance defect such as paint, chrome and trim, which are not visual unless magnified
by special means.

o. Troubles Caused by Repair of the Not-authorized SSANGYONG Dealer.

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WARRANTY POLICIES

1-3. WARRANTY SERVICES ON SPECIFIC VEHICLES


1-3-1. Service for Transient Owner

Owners are entitled to receive the services at any authorized SSANGYONG Distributors service shop
regardless of where the vehicle was purchased.
Upon request by a transient owner, Distributor should perform required warranty repairs under the applicable terms of warranty explained in the Warranty and Service Information booklet which must be presented to Distributor by owner.
The Distributor performing warranty repairs will submit warranty claims to SYMC in the routine manner.

1-3-2. Service for New Country


In case of a immigrant owner, systems installed or altered to meet the regional governmental requirements of the new country, such as is not warranted by SYMC even though the installation or alteration is
approved by the servicing Distributor.
Any accessory parts installed by the original selling Distributor are not warranted by the servicing Distributor.

1-3-3. Change of Owners Residence


In case that the owner has changed his/her residence away from the selling Distributors territory within
the warranty period and it is impracticable for him/her to return to the selling Distributor for warranty
repairs, owners are entitled to receive warranty services under the terms of the local warranty prevailing
in the country of operation.
However, the warranty period cannot be changed from the original one printed in the Warranty and Service Information booklet.

1-3-4. Services for Vehicles Sold Directly by SSANGYONG


SYMC may sell vehicles directly to customers or to Korean overseas government agencies, and directly
sell vehicles by tender.
In such cases, a time and mileage provision of warranty is normally specified separately regardless of the
warranty conditions given to Distributor in that country.
Should it be necessary to perform repairs on vehicles sold on a direct basis, the related party must
present to the Distributor a copy of the warranty or purchase contract stipulating the applicable warranty.
Distributor will be informed of any special warranty conditions and claim submission procedures for such
vehicles, if necessary.

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WARRANTY POLICIES

1-4. REIMBURSEMENT FOR WARRANTY SERVICES


SYMC will reimburse Distributor for approved warranty repairs and campaign inspection and corrections.
SYMC will pay Distributor for the parts and other materials required and will pay Distributor for labor.

1-4-1. Reimbursement for Labor


SYMC will reimburse Distributor for the applicable labor of warranty repairs by the amount of time shown
in Labor Time Guide. The applicable time is multiplied by Distributor approved warranty labor rate in effect
at the time of the repair.
When no time is in the Labor Time Guide, the actual clock time used (in hours or tenths of hours) may be
recorded on the claim report. Distributor will be reimbursed for actual elapsed time if SYMC judges the
time used is reasonable and fair. The warranty labor rate is determined from Distributorship data and
other related information by SYMC.
This warranty labor rate will not exceed Distributors retail customer labor rate.
In determining the warranty labor rate, the following factors will be considered.

a. Retail Labor Rate


This retail labor rate is to be reasonable, i.e., one which is consistent with sound business practices in
Distributors area of service responsibility.
All retail repair charges (skill level, hourly rate, menu pricing, etc.) must be based on a source of time
which is consistently used by Distributor.

b. Competitors Warranty Labor Rate from Manufacturer to a Distributor


SYMC not only evaluate the competitive labor rate of other automotive service outlets in Distributors
service area, but also take into consideration other factors to determine if Distributors warranty labor
rate request is reasonable.

c. Economic Circumstances and Trends in the Territory


If a review of Distributor warranty labor rate is desired, a written request, along with request form and
other supporting documents, should be submitted to SYMC. If Distributor is requested further explanation on information by SYMC, Distributor should respond to SYMCs request without delay.

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WARRANTY POLICIES

1-4-2. Reimbursement for Parts


SYMC will reimburse Distributor for parts replaced during a warranty repair on the basis of Goods Value
(RMV) plus the approved Parts Import Cost Mark-up (Parts mark-up). Pleare refer to item 25) in the
page 2-10. Goods Value (RMV) means the price applicable to Distributor in effect on the date of repair,
as shown in the Parts Price List published by SYMC.
Parts Mark-up is the rate of all incremental cost incurred between the point of part center of SYMC and
the point of Distributors warehouse, which covers such cost as packing and handling cost, ocean freight,
insurance, import duties, inland freight from a part center of SYMC to Distributors warehouse, and so on.
If a review of the Parts Mark-up is desired, a written request, along with the following documents, should
be submitted to SYMC;
1) A copy of the three most recent parts invoices for parts ordered through SYMC.
2) A copy of corresponding import duty invoices.
3) A copy of inland freight charges or any other receiving cost associated with the parts ordered.
4) A copy of the ocean freight charges.
5) Other supporting documents.

1-4-3. Sublet Repairs


The repair or replacement of any parts of a vehicle covered by warranty shall, where possible, be performed within Distributors own workshop. In case that techniques and/or facilities required are beyond
the capabilities of Distributor. Repair may be performed by someone entrusted by Distributor. So it must
be limited to the repair exceeding the abilities of the authorized Ssangyong dealer due to facilities and
techniques. Otherwise, claim for sublet repair is denied.
In such case, Distributors will be reimbursed for sublet repairs at Distributors actual cost less any discounts or allowances that applied to the sublet invoice.
This is not to exceed Distributors warranty labor and/or parts reimbursement allowances. If no applicable or
comparable operation is in Labor Time Guide, payment will be made on the basis of its actual cost provided
that such cost, in the opinion of SYMC, is reasonable and in keeping with normal industrial practice.
When the dealer submits the claim as sublet repair, the original invoice substantiating that the repair was
performed should be attached to the SSANGYONG Claim Report form.

1-4-4. Tires
Tire originally equipped on SSANGYONG vehicles are warranted by the tire manufacturer. All relevant
matters should be handled by Distributor, on behalf of customer, with the nearest authority representative
for the tire manufacturer.
In the following cases only, however, the warranty claim may be submitted to SYMC for replacement of the
tires evaluated as having defect in materials or workmanship.
1) There is no local agent or dealer of the tire manufacturer in the country where the vehicle is sold.
2) A customer is traveling or moving to a country where there is no tire manufactures agent or dealer.
In the above cases, the reimbursement will be made in accordance with the tire manufactures warranty
policy and procedure.

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WARRANTY POLICIES

1-4-5. Emergency Warranty Repairs


In principle, repairs performed by someone other than Distributor are not covered by warranty. However,
when a customer travels or moves to an area where there is no distributor or dealer, he/she may have
his/her vehicle repaired by someone other than Distributor.
When such repairs are completed and the customer is seeking reimbursement, Distributor may request
SYMC to review the circumstances.
In only case of meeting all of the following conditions, the claim will be accepted to review by SYMC.
1) The problem occurs when a customer travels or moves to an area where no Distributor is located.
2) Repairs confirm to the provision of new vehicle warranty.
3) Urgent repairs are required.
When submitting the claims as emergency warranty repairs, the original copies of the paid bill and the
detailed information should be provided to SYMC.
These warranty claims will be processed the same as normally submitted by Distributor. The amount of
labor and parts for emergency repairs should not exceed the one for normal warranty repair.

1-4-6. Bosch Injection Pump


1. When any problem happens on the injection pump, Distributor must visit the Bosch service center with
vehicle or send only the injection pump to the service center.
Note: In case of the country which does not have the service center, contact to the nearest Bosch
service center.
2. After rework it, Distributor should receive the test sheet from Bosch center which includes the
main defective cause and repair items, and this sheet is absolutely published by all Bosch service
center.
3. Fimally when Distributor claim this work to SYMC as warranty, Distributor have to enclose this
sheet to claim report.
4. In special case of that the complete injection pump is replaced with new one, this replaced part should
reworked in Bosch service center and be kept as stock to reuse in future.
5. In future, Distributor can use this reworked stock part at any urgent occasion.

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WARRANTY POLICIES

1-5. DISTRIBUTOR RESPONSIBILITY


1-5-1. Delivery of Warranties

SYMC will supply a Warranty and Service Information booklet (Service Guide) with each vehicle.
Distributor will give the Warranty and Service Information booklet to the retail purchaser and explain the
terms of the warranties as well as the related polices covered in the booklet.
The booklet is to be completed with:
-

Vehicle Identification Number

Model

Body color

Date of delivery

Vehicle mileage at time of delivery

Owner name, phone number, address, and signature

Dealer code, name and signature

The owner is to be instructed to present the Warranty and Service Information booklet to Distributor when
asking for warranty service.

1-5-2. Vehicle Registration


The Delivery Information List must be prepared and submitted at least every month when the vehicle is
sold at retail. It gives SYMC owner information for warranty data and product campaign. (Refer to Section
4-2 in this manual)
Claims for a vehicle of which the Delivery Information List is not submitted to SYMC will be denied.

1-5-3. Retention of Records


Distributor should keep all records relating to warranty claim for three (3) years. This is from the date the
claim is prepared by Distributor.
Such records shall include, but not limited to, the followings:
-

Vehicle history records including office and shop copies of all customer paid internal and warranty
repair orders.

Distributor copies of SSANGYONG Claim Report form

Copies of invoices for sublet repairs

Repair order sheets (Job cards)

Parts purchase and sales records

Employ time and payroll records

Upon SYMCs request, the Distributor or Dealer should submit such records to SYMC without delay.

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WARRANTY POLICIES

1-5-4. Post Warranty Approval (POWA)


Distributors are recommended to perform the warranty repairs, without demanding SYMCs Post Approval,
under Distributors responsibility and correct judgement, for the followings.

a. Replacement of Assembly Exceeding SYMC Limits (US$ 2,000)


b. Mechanical Repairs Exceeding SYMC Limits (US$ 2,000)
c. Paint Repairs Exceeding SYMC Limits (US$ 2,000)
d. Corrosion (Rust-Through) Claims (US$ 2,000)
For such repair, Distributors have to obtain Post Warranty Approval immediately after repair by submitting the detailed FTR (Field Technical Report), POWA, photos showing defect and supporting documents
available. Otherwise Claims for such repairs may be denied. As to the claim about the following, it demands FTR when you send claim.

1-5-5. Claims Demanding FTR


As to the claim of the following, it demands FTR when you send claim.
-

Steering gear assembly

Rear axle assembly

ABS modulator assembly

Head assembly cylinder

Head assembly unit (AV system)

Computer assembly (ECU. TCU. TCCU...)

Paint repeir

Corrosion (Rust-through)

1-5-6. Retention of Defective Parts


All parts related to warranty claims will be retained by Distributor for six (6) months from the repair date or
until scrapped by SYMC representative, whichever occurs first. (Refer to Section 2-5 in this manual)
But, if SYMC require the defected parts for special parts, the distributor should keep the defected parts
during required period.

1-5-7. Inventory Control of Service Replacement Parts


Distributor is responsible for maintaining inventories of genuine parts in sufficient quantities to enable
them to make any necessary parts replacement in vehicles sold by them.
To do this, Distributor must maintain:
-

A proper inventory system to effectively control the working stock of service replacement parts

Adequate storage facilities

An adequate assortment and quantity of needed items


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WARRANTY POLICIES

1-5-8. Warranty Claim for Local Parts


Local Part means the part purchased from other than SYMC due to the unavailability from SYMC.
In principle, the applicable items for Local Parts are Service Supplies shown in Chapter I-2-1 of this manual
and the items authorized by SYMC.
When the other items are required as Local Parts in warranty repair for reason, they should be authorized
by SYMC before their application.
For the authorization of Local Parts, a written request stating a convincing reason for the use of Local
Parts should be submitted along with the evidential documents such as Commercial Invoices.
The warranty claims having unauthorized Local Parts shall not be covered by SYMC warranty.
Any claims using Local Parts should not include the Parts Mark-up Rate and the price of Local Parts
should not exceed that of SYMC genuine parts.
As the defective Local Parts are not covered by SYMC warranty, Distributors should make an agreement
with the local parts suppliers on warranty matters.
If the SYMC parts are damaged due to the defect in the material of Local Parts or workmanship of Distributor,
it will not be covered by SYMC warranty.
Please refer to the following table for the claim processing of Local Parts and the numbers in the column
of Measures are the warranty unit quantity.
No.

Description / Name

Part Number

Measures

Unit Qty

Refrigerant

OSP70001

0.1KG

Engine Oil

OSP80001

0.5L

Manual T/M Oil

OSP80002

0.5L

Auto T/M Oil

OSP80003

0.5L

Power Steering Oil

OSP80004

0.5L

Brake Fluid

OSP80005

0.5L

Washer Fluid

OSP80006

0.5L

Anti-freeze

OSP80007

0.1L

Sealant

OSP80008

0.1L

10

Mirror Adhesive

OSP80009

1 Piece

11

Grease

OSP80011

0.1L

12

Paint

OSP80013

1.0L

13

Cable Clip

OSP80015

1 Piece

14

Weights

OSP80017

1 Piece

15

Ssangyong Sticker

OSP80020

1 Piece

16

Tire (HANKOOK)

OSP00001

1 Piece

17

Tire (KUMHO)

OSP00002

1 Piece

18

Battery

OSP00003

1 Piece

19

Others

OSP01000

1 Item

20

Axle Oil

OSP80021

0.5L

The specified Part No. will be added, if required.

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WARRANTY POLICIES

1-5-9. Submitting the Sheet of PDI


It is very important for distributors to inspect and repair about the new vehicle by Sheet of Pre-Delivery
Inspection (refer to attachment and Warranty Policy & Procedure Manual : Appendix-15 ) before deliver to
customer at first step on the field, so all the new vehicles should be strictly inspected and repaired at PDI
shop or other places.
After the distributor inspect all the new vehicles, and then Sheet of Pre-Delivery Inspection, quality information of the new vehicle will be fed back to SYMC so you are kindly asked following Description.

1) The Time Limit of Submitting on the Sheet of Pre-Delivery Inspection.


We define the time of Pre-Delivery Inspection which is arriving at the port of distributors after shipping
from SYMC, according to Warranty Procedures, 2-1-2 : (9) Claim Type: PDI (Pre-Delivery Inspection)
Claims, not time of the delivering to the customer, so distributors should inspect all new vehicles at the
time of arriving in the port, so we will limit the time of submitting all sheet of pre-delivery inspection
within two (2) weeks (fourteen (14) days) after unloading new vehicles at the port of distributor.

2) Submission on the Sheet of Pre-Delivery Inspection.


After all new vehicles arrived port of distributors, all new vehicles should be Inspected on the quality
problem of vehicle and defective parts by Sheet of Pre-Delivery Inspection,and then all sheet of PreDelivery Inspection should be submitted to SYMC within the time limit (within two weeks (14 days) after
unloading new vehicles at the port of distributor).
The approval of SYMC which the Sheet of PDI is not submitted on the above described PDI claims
within the time limit to SYMC, will be denied.

1 - 16

WARRANTY POLICIES

1-6. EXAMINATION AND AUDIT


SYMC reserves the right to audit Distributors warranty claims as well as any records related to warranty
claim administration.
Through an audit, SYMC confirms the authenticity of submitted warranty claims. From time-to-time, representatives of SYMC will visit Distributors premises in order to consult with and advise them on the following:
1. The conduct of the Distributors service operation.
2. The assessment of the Distributors performance and their obligations in the servicing area.
3. To make an examination and audit of the Distributors warranty-related records.
Any designated representatives of SYMC are authorized to examine, audit, and obtain copies of the accounts and records required to be maintained by Distributor.
Distributors are expected to make readily-available such information as a SYMC representative may request,
to give ready access to pertinent records and generally to cooperate with such representatives in the
fulfillment of the objectives of their visit.
The conduct of an audit itself does not mean that there are inappropriate practices occurring, however, if
anything is found during the audit, charge-backs to the Distributors account may result.
The followings are the examples of inappropriate procedures.
(PLEASE NOTE - this is not a complete list - there may be others):
-

The replaced part is non-genuine or an unauthorized one.

The claim is of excessive cost or duplicated.

The Repair Order is not signed by the customer (or their agent).

The replaced parts are not retained for the specified period.

Any records related to the claim are not maintained for the specified period.

A defective parts tag is not attached to the replaced part.

The claim includes items not covered by warranty.

The replaced part does not exhibit the stated defect.

An entire assembly has been replaced when it have been overhauled.

A discrepancy exists between the Repair Order and claim data.

The sublet invoice for the warranty repair is not available.

The local parts purchase invoice for a warranty repair is not available.

More than one vehicle were repaired by one technician at the same time.

The following are the possible outcomes relating to warranty claims to be charged back.
(PLEASE NOTE - this is not a complete list - there may be others):
-

The total or a portion of the claimed amounts may be charged back.

The cost reversal of the same or similar claims.

The total recovery of the related cost of SYMCs audit.

1 - 17

WARRANTY POLICIES

Meanwhile, Distributors should implement their own Annual Dealer Audit Plan which covers all dealers.
The auditing of Dealers should be conducted at least once per year in accordance with the stated plan.
Also, Distributors are required to inform SYMC of the Annual Dealer Audit Plan at the beginning of each
year and the audit results on a monthly basis.
The followings are items that Distributors should take into consideration when conducting a Dealer Audit.
-

Repair Order Examination ;

Customers signature, consistency with the warranty claim submitted,


and the related invoices.

Defective Parts Examination ;

Defective Parts Tag, The retention of replaced parts, and Improper


or over-servicing.

Vehicle Inspection prior to sale ; Pre-Delivery Inspection, Maintenance service records, and Satisfactory vehicle holding-yard facilities.

Service Reception / Workshop ; Customer reception, and Trouble Diagnosis Systems.

Warranty Training.

1 - 18

CHAPTER 2

WARRANTY PROCEDURES
2
TABLE OF CONTENTS
2-1. Preparation of Warranty Claim Documents ...............................................2-3
2-1-1. SSANGYONG Claim Report (SCR) Form ....................................................... 2-3
2-1-2. How to Make a SSANGYONG Claim Report .................................................... 2-3
2-1-3. SSANGYONG Claim Report (SCR) Invoice .................................................... 2-11

2-2. Submission of SSANGYONG Claim Reports ............................................2-13


2-2-1. Time Limit for SCR Submission .....................................................................2-13
2-2-2. SCR Mailing ....................................................................................................2-13
2-2-3. Supporting Documents ..................................................................................2-13

2-3. Assessment and Payment for Warranty Claims ......................................2-14


2-3-1. Assessment for Warranty Claims ..................................................................2-14
2-3-2. Returned Claims ............................................................................................ 2-14
2-3-3. Rejected Claims .............................................................................................2-14
2-3-4. Pending Claims ..............................................................................................2-14
2-3-5. Adjusted Claims .............................................................................................2-15
2-3-6. Notification of Assessed Claims .....................................................................2-15
2-3-7. Payment of Approved Warranty Expense .......................................................2-15

2-4. Appeal for Assessed Warranty Claims .....................................................2-16


2-5. Handling of Defective Parts .......................................................................2-17
2-5-1. Storage of Defective Parts .............................................................................2-17
2-5-2. Disposition of Defective Parts ........................................................................2-17
2-5-3. Defective Parts Requested for Inspection ......................................................2-17

2-6. The Request for Post Warranty Approval (POWA) .................................2-18

WARRANTY PROCEDURES

2-1. PREPARATION OF WARRANTY CLAIM DOCUMENTS


Warranty adjustments are to be handled by SYMC on SSANGYONG Claim Report (SCR) form.
Immediately after completion of Warranty repairs, make out a SCR and forward to SYMC in accordance
with the regular claim procedure set forth in this manual. The warranty repair will be transferred directly
from existing Dealer Repair Orders which may contain customer paid as well as warranty work.
This procedure will guide you in how to properly prepare SCR form.

2-1-1. SSANGYONG Claim Report (SCR) Form


This form will be used for submitting warranty and campaign to SYMC on all model vehicles.
A SCR consists of two copies. The first copy is to be submitted to SYMC and the second copy shall be
retained by Distributor for internal record keeping purpose.
And, to ensure the accurate judgement, extra care must be taken in preparing the SCR.
The following are important points to be observed when filling in the SCR.
-

They should be typewritten so that copies will be legible since SCRs that cannot be easily read may
lead to processing error by computer.

Distributor will fill in all spaces except those reserved for SSANGYONG use.

Only one claim will be listed on a SCR form. If there are more than one different problem or paint and
mechanical problems, the separate SCR forms should be prepared for each claim according to
each causal part.

One SCR form is designed for listing up to 10 repair items (10 labor operations and/or 10 parts).
If warranty repair items of particular vehicle exceed 10 items, additional SCR form should be prepared.
In such case, the same SCR number must be written down on each additional SCR form and total
parts and labor amounts as well as the grand total amount must be shown on the last SCR form.

All description should be given in English.

2-1-2. How to Make a SSANGYONG Claim Report


It is Distributors responsibility to assure itself that every SCR submitted to SYMC contains full and valid
information throughout, that the SCR is completely and accurately prepared, and that it is legible and
understandable.
Please review the following information required in SCR form carefully;
-

The below contents also supply you basic knowledge about how to make a SCR when you use SYCS.
We recommend you to use SYCS.

The star mark (*) items are essential input information.


(Refer to Appendix 6, Appendix 7, Appendix 8 in this manual)

1) Distributor Name
2) Distributor Code*
The Distributor code consists of four alphabetic letters given by SYMC according to area and country
name, i.e., SRGA, and SRGS.

2-3

WARRANTY PROCEDURES

3) Dealer Code*
The Dealer code consists of four number given by Distributor.
In general, it is recommended to use the dealer code start from 1, i.e., 1001, 1002 except for the
following cases. When the pre-delivery inspection is performed at port of entry or other places by a
particular company different from Distributor, the Dealer code for this pre-delivery inspection company
should start from P, i.e., P001. The Dealer codes for Distributors own Dealers should start from
D, i.e., D001, D002, If there is no dealer, enter 0000 in this column. To avoid any trouble in
warranty claim process, Distributor has to inform of the new dealer detail including dealer code, dealer
name, dealer address and contact point, if Distributor has a new contract.

4) SCS Number (SSANGYONG Claim Sequence Number)*


This is for the serial number of SCR submitted by Distributor.
The SCS number consists of ten digits. The SCS number should be in sequence and a particular SCS
number should be used only in any given month.
XXXX - XX - XXXX
Four digits starting from 0001 each month.
Two digit of the month when SCR form is completed.
January

01

February

02

December

12

Four digits of the year when SCR form is completed.

i.e., SCS number 2005-06-0001 indicates the first claim in June 2005.
Note: When resubmitting the returned or rejected claims, new SCR form should be used with new SCS
number for resubmission.

5) Vehicle Identification Number (VIN)*


Complete Vehicle Identification Number consists of seventeen characters. This can be obtained from
Warranty and Service Information booklet or from the vehicle identification plate inside the engine
compartment. When completing SCR forms, the vehicle identification number should be noted as shown
below;

KPTE2C19SYP123456
2-4

WARRANTY PROCEDURES

6) Repair Date*
An eight-digit number indicating the date when the repair is completed.
XXXX - XX - XX
Two digits for the date

2
Two digits for the month
Four digits for the year

i.e., 2005-06-24 indicates that the repair was completed on June 24, 2005.

7) MF (Mileage Flag)*
The mileage flag M should be entered in case that the odometer reading indicates the mileage.
Leave this column blank in case that the odometer reading indicates the kilometer.

8) Odometer Reading*
A number shows the odometer reading when the repair is completed.
Do not show tenth of kilometers. When replacing the odometer, it is important to show the actual distance the vehicle has been driven.
Thus, the Distributor should check the vehicle history file to find the reading on replaced odometer if
any.
It is also important to enter the reading of removed odometer in both the vehicle history file and the
Warranty and Service Information booklet.

2-5

WARRANTY PROCEDURES

9) Claim Type*
The claim type consists of two digits which classify the warranty claim into group.
It is essential that the correct claim type should be entered.
Otherwise the claim cannot be handled correctly in computer system.
XX
Second digit
First digit

The following number should be entered in the first digit of claim type.
1: General Claims
Claims for general repairs except the following power train claims, paint claims, corrosion (rustthrough) claims, and campaign claims.
2: Power Train Claim
Claims for specific components and system repairs to be covered under power train coverage.
The specific components and system covered are:
Engine and all internal parts, intake and exhaust manifold, fly wheel, transmission and transaxle,
propeller shaft, axle housing and all internal parts, axle shaft and final drive gear and differential.
3: Paint Claims
Claims for paint repairs.
4: Corrosion (Rust-through) Claims
Claims for body sheet metal panels that rust-through due to corrosion.
5: Campaign Claims
Claims for campaign services. (Such as Field Fix, Recall)
The following number should be entered in the second digit of claim type.
1: Normal Claims
Normal claims except the following transient claims and PDI claims.
2: Transient Claims
Claims for warranty repairs performed by a distributor different from the one who sold the vehicle.
3: PDI (Pre-Delivery Inspection) Claims
Claims for warranty repairs performed before a vehicle delivered to customer during Pre-Delivery
Inspection period at the port of entry or other places.
If the repair date is same with the delivery date, it is PDI claim.

2-6

WARRANTY PROCEDURES

10) Nature Code*


Enter a letter and two numbers listed in the nature code table which most accurately describes the
nature or condition of trouble or indicates the customers complaint. If there is no suitable nature code
in the table, code N99 should be used.
In this case, the nature of trouble should be described in the trouble description.
Otherwise the claim will be denied. (Refer to page A-9 Nature Code Table.)

11) Cause Code*


Enter a letter and two numbers listed in the cause code table which most accurately indicates the
cause of the failure related to causal part.
Even though there are more than one cause code applicable to a particular repair, only one cause
code indicating the most serious failure should be entered.
In the case of paint claims, the paint code should be enter in this column instead of the cause code. If
there is no suitable cause code or paint code, code R99 or P99 should be used.
The description of failure should be entered in the trouble description column.
Otherwise the claim will be denied. (Refer to page A-10 Cause & Paint Code Table.)

12) Causal Part No.*


Enter the part number of part which caused the failure.
If there are more than one causal part on a particular problem, only one main causal part number
should be entered in this column.
Note: If there are more than one different problem on a vehicle, the separate SCR forms should be
prepared for each claim according to each causal part.
The causal part number must be inputted although the claim is campaign (Field Fix, Recall)

13) Post Warranty Approval Type


The applicable post approval type should be entered in this column.
The post approval types are as follows;
Type
1

Description
Assembly replacement exceeding SYMC limit.
(Refer to Paragraph 1-5-4. Post Warranty Approval in this manual.)

Mechanical repairs exceeding SYMC limit

Paint repairs exceeding SYMC limit

Corrosion (Rust-through) claims

14) Post Warranty Approval Number


Enter the post approval number given by SYMC.
This can be used up to ten characters.

2-7

WARRANTY PROCEDURES

15) Delivery Date*


The date when the vehicle was delivered to the first retail purchaser.
XXXX - XX - XX
Two digits for the date
Two digits for the month
Four digits for the year
i.e., 2005-06-03 indicates that the vehicle was delivered on June 3, 2005.
Note:
1. The delivery date for an unsold vehicle is 19111111.
2. This delivery date should exactly correspond to the date written on delivery date column of the
registration card or the delivery Information list which should be submitted to SYMC after the delivery of vehicle to customer.
3. If the registration card or the delivery information list for a particular vehicle is not submitted to
SYMC, the warranty claim for this vehicle shall be rejected.

16) RF (Resubmission Flag)


The resubmission flag R should be entered when the rejected, returned or adjusted claim is
resubmitted. Leave this column blank when the initial claim is submitted.

17) PREV. SCS No. (Previous SSANGYONG Claim Sequence Number)


When preparing new SCR form with new SCS number for resubmission, the original SCS number of
the rejected, returned or adjusted claim should be entered in this column.

18) R/O No. (Repair Order Number)*


This can be used up to ten characters. Enter the repair order number obtained from the warranty
repair order sheet issued by Distributor to perform the warranty repair.

19) Date Written*


The date when a SCR form is completed.
XXXX - XX - XX
Two digits for the date
Two digits for the month
Four digits for the year
i.e., 2005-06-12 indicates that a SCR form was completed on June 12, 2005.
2-8

WARRANTY PROCEDURES

20) No.*
This indicate the line number of a particular SCR.

21) PF (Part Flag)


Leave this column blank in case that SSANGYONG genuine parts are used for warranty repair.
The proper flag should be entered in this column according to the following condition.
L : Local Parts Flag
The flag L should be entered if non-genuine parts of SSANGYONG such as local parts and local
service supplies (oil or grease, radiator coolant, refrigerant, fluid, etc.) are used in performance of
warranty repairs.
In this case, the corresponding part number of SSANGYONG genuine part in SYMC parts catalog
should be entered in (22) Part Number column of SCR.
S : Sublet Repair Flag
The flag S should be entered if a sublet repair is performed for warranty repair.
In this case, the corresponding operation number shown in Labor Time Guide should be entered
in 28) Operation Number column of SCR.

22) Part No.


Enter the part number of the part used for warranty repair. This is given by SYMC parts catalog.
If the local parts and local service supplies are used for warranty repair, the corresponding part number of
SSANGYONG genuine part in SYMC parts catalog should be entered in this column and the flag L
should be entered in (21) PF column of SCR.
Note: 1. Using local parts should be authorized by SYMC except for the local service supplies such as
oil or grease, radiator coolant, refrigerant, fluid, etc.
2. A part number of refrigerant (air-conditioning gas) is OSP70001.

23) Part Qty (Part Quantity)


The quantity of each part used in warranty repair

24) Unit Price


Goods value (RMV) given in SYMC part price list
Note: Enter the actual unit price for local parts and local service supplies.

2-9

WARRANTY PROCEDURES

25) Part Amount


This part amount should be calculated by following formula.
Goods value (RMV) X Quantity X (1+Parts Mark-Up Rate/100)
Note: The parts mark up cost for local part and local service supplies should not be added.

26) Parts Total


Total parts amount

27) Part Name or Sublet Explanation


The part description as described in the parts catalog or the sublet work description if the sublet
repair was performed.

28) Operation Number*


Enter the seven digit labor operation number related to the warranty repair performed. The operation
numbers are given in Labor Time Guide.
If there is sublet repair or there is no operation number that exactly corresponds to a warranty repair, the
following procedure should be kept. In one claim, there must be operation code at least more than one.
In a claim, there must be operation code at least more then one.
In case of sublet repair;
Enter the flag S in (21) PF column of SCR and the corresponding operation number shown in Labor
Time Guide in this operation number column.
In case of being not a operation number that exactly corresponds to warranty repair;
If there is no operation number that exactly corresponds to a warranty repair, please use the operation
number that most closely represents the warranty repair.

29) Hours*
Operation hours are shown in the Labor Time Guide.
Note: In case of sublet repair, do not enter the actual operation hours in this column but leave this column blank.

30) Labor Amount*


This labor amount is calculated by multiplying the operation hours by the labor rate.
The amount should be shown to two decimal places.
Labor Rate

Operation hours
X

US$4.95

Labor Amount
=

1.1

US$5.445

Correct : US$5.44
Incorrect : US$5.45 or US$5.445
Note : 1. The sublet repair costs should be entered in this column.
2. The sublet repair costs should not exceed the costs of normal warrant repairs.
2 - 10

WARRANTY PROCEDURES

31) Labor Total*


Total labor amount

32) Grand Total*


The sum of all part amount and all labor amount: (26) + (31)

33) Trouble Description


The description should be given in the following cases.
1) In case code N99, code R99 and code R99 and code P99 are used.
2) In case the sublet repair is performed.

34) Dealer Signature and Name


Authorized dealer signature and name

35) Distributor Signature and Name


Distributor service manager signature or distributor warranty manager signature and name

2-1-3. SSANGYONG Claim Report (SCR) Invoice


SSANGYONG Claim Report Invoice should be always submitted with a batch of SSANGYONG Claim Reports.
It is the evidence confirming the receipt of SCRs.
(Refer to Appendix 9 in this manual)

The information required in this invoice form is as follows;

1) Distributor Name
2) Total Claim Amount
Sum of total amount of all SCRs included in the same batch

3) Number of SSANGYONG Claim Reports


The number of SSANGYONG Claim Reports included in the same batch

4) SSANGYONG Claim Sequence Number: FROM


The first SCS number

5) SSANGYONG Claim Sequence Number: TO


The last SCS number

2 - 11

WARRANTY PROCEDURES

6) Skipped Number
If some SCS numbers are skipped, indicate the SCS numbers which have been skipped. If no SCS
number is skipped, however, make an X in this column.

7) Comments
Distributor Comments

8) Date
Date when the SCR INVOICE form is completed

9) Distributor Authorized Signature


Distributor service manager signature or distributor warranty manager signature. The copy of the
distributor authorized signature should be submitted to SYMC in advance.

10) Name (Typed)


The name corresponding to the signature.

11) SYMC Comments


For SYMC use only

12) Date Received


For SYMC use only

13) Signature
For SYMC use only

2 - 12

WARRANTY PROCEDURES

2-2. SUBMISSION OF SSANGYONG CLAIM REPORTS


2-2-1. Time Limit for SCR Submission
SCRs should be submitted to SYMC upon completion of the warranty repair and be received by SYMC
within sixty (60) days from the date work completed.
This will expedite prompt payment and is good business practice.

2-2-2. SCR Mailing


SCRs should be mailed directly to SYMC at the following address;
Overseas A/S Team
SSANGYONG Motor Company
150-3 Chilgoi-Dong, Pyungtaek-si,
Gyeonggi-do, Republic of Korea

2-2-3. Supporting Documents


In cases that the documents supporting claims are required, such documents should be submitted to
SYMC.

a. Sublet Repair Invoices or Other Receipts


If the repair was performed at an outside workshop or garage, or if the parts were locally procured, the
original copies of the sublet repair invoices or relevant receipts should be attached to SCRs. To match
the sublet repair invoice with the proper claim, the following information should be given on the invoice;
Repair order date
Vehicle identification number
Repair cost

b. Repair Order Sheets


Correct repair order preparation is important to insure proper accounting of warranty and customer
paid repair, as well as, to substantiate the warranty claim.
Upon SYMCs request, the copy of repair order sheet which covered the warranty repair being claimed
should be submitted to SYMC.

c. Others
If other related documents such as post-approval letters, Field Technical Reports or supporting letters
on a particular warranty repair are available, the copies of them should be attached to the corresponding SCR.

2 - 13

WARRANTY PROCEDURES

2-3. ASSESSMENT AND PAYMENT FOR WARRANTY CLAIMS


2-3-1. Assessment for Warranty Claims
SCRs submitted by Distributor for approval shall be carefully reviewed and assessed by SYMC according
to the applicable provisions set forth in this manual.
SYMC has the right to make the final decision on all warranty claims received from Distributor and will be
using a computer to process Distributor warranty claim.
When the assessment for warranty claims is completed, SSANGYONG Warranty claim Approval (SWA)
list will be issued by computer and mailed to Distributor.
On a SWA, the details of assessment result on each claim is listed such as SCS No., VIN, requested
amount, approved amount, and judge codes.
The judge codes indicate the reason for adjustment, return or rejection of each SCR.

2-3-2. Returned Claims


In case SCRs were incorrectly prepared or a certain necessary information requested by SYMC was
lacked, they may be returned to Distributor. In every returning case, a code will be inserted in the column
titled JUDGE which appears in the right section of the SWA form.
(Refer to Appendix 10 in this manual)

2-3-3. Rejected Claims


When the claims submitted by Distributor are rejected by SYMC due to not satisfying the requirement for
warranty claim, Distributor shall be informed of the reason for rejection by a code, which appears in the
right section of SWA form. Rejected claims will be shown as the following codes:
(Refer to Appendix 11 in this manual)

2-3-4. Pending Claims


The claims submitted by Distributor occasionally may be pending for processing.
The followings indicate the codes for pending claims;
Codes

Description

H01

Claims being processed

H02

Claimed parts not yet received

H03

Claimed parts being retained for audit

2 - 14

WARRANTY PROCEDURES

2-3-5. Adjusted Claims


The claims submitted by Distributor occasionally may be adjusted during processing.
The followings indicate the codes for adjusted claims;
Codes

Description

A01

Operation hours adjusted

A02

Labor amount adjusted

A03

Parts quantity adjusted

A04

Parts amount adjusted

A05

Parts amount and quantity adjusted

A06

Sublet repair amount adjusted

A07

Warranty labor rate adjusted

A08

Warranty parts mark-up rate adjusted

A09

Repair amount adjusted by policy

2-3-6. Notification of Assessed Claims


After completing the assessment of warranty claims, Distributor shall be notified of the results by
SSANGYONG Warranty claim Approval (SWA) list. SWA will be issued by computer and the original copy
signed by SYMC representative will be mailed to Distributor.
Before mailing SWA, the advance notice to Distributor will be made by E-mail or facsimile. The advance
notice will show the credit information such as affected SCS numbers, SWA number, total claim amount
and total amount approved.
SWA has been designed to assist Distributor in accounting for all warranty claims submitted to SYMC. The
upper section of SWA contains Distributor code number and Distributor name, SWA number, date the SWA
prepared and page number. The data shown on each line of SWA corresponds to a SSANGYONG Claim
Report.
The bottom of the last page will show total requested amount, and total approved amount in U.S. Bollar.
Each requested and approved claim amount is broken down into labor, parts and total.
(Refer to Appendix 12 in this manual)

2-3-7. Payment of Approved Warranty Expense


After issuing SWA, SYMC shall remit the approved warranty expense to Distributors bank account.
To do this, Distributor should send SYMC the details of Distributors bank account in advance in which
bank name, account number, address and Distributor authorized name and signature.
The remittance to the account of Distributors bank shall be in principle made by SYMCs bank in U.S.
Dollars.
(Refer to Appendix 13 in this manual)

2 - 15

WARRANTY PROCEDURES

2-4. APPEAL FOR ASSESSED WARRANTY CLAIMS


If Distributor disagrees with SYMCs assessment of a warranty claim and wishes to appeal to it, he can
resubmit any returned, rejected or adjusted warranty claims to SYMC by correcting errors or by preparing
additional descriptions substantiating the claims.
The resubmitted warranty claims should be received by SYMC within sixty (60) days from the date given
on the SWA form, and the resubmission of the returned warranty claims is accepted by SYMC within three
times.
When resubmitting the warranty claims, the following procedure should be followed;
-

Recheck the relevant portion of this manual to see if anything was overlooked.

Prepare new SCR form. Use new SCS number.

Attach the copy of returned or rejected SCR and other supporting documents to new SCR form.

Mail the resubmitted claims to SYMC with SSANGYONG Claim Report Invoice.
These forms should be submitted separately from the regular batch of claims.
If the resubmitted claims are approved, it will be processed for credit in normal manner.

2 - 16

WARRANTY PROCEDURES

2-5. HANDLING OF DEFECTIVE PARTS


2-5-1. Storage of Defective Parts
All parts related to warranty claims should be retained by Distributor for six (6) months from the repair
date or until scrapped by a SYMC representative, whichever occurs first.
Faulty parts must be tagged showing the full descriptions on Defective Parts Tag and stored in an orderly
and systematic manner in the Distributor premises.
The tagging and retention system should enable an item to be easily located for inspection or for return to
SYMC.

2-5-2. Disposition of Defective Parts


Defective parts inspected by a SYMC representative or beyond the retention period may be destroyed
and scrapped by a SYMC representative or Distributor according to SYMCs instruction.
Distributor should cooperate with SYMC representative on the request to verify or scrap the defective
parts. Any parts listed on a warranty claim that are not in the inspection area and/or are not made available for scrapping will result in those parts and related labor being charged back to Distributor.
In case of SYMCs request, Distributor must retain the particular defective parts designated by SYMC,
although they exceeded the retention period.

2-5-3. Defective Parts Requested for Inspection


SYMC has the right to request the return of any claimed parts kept by Distributor to gather product information during warranty period, to evaluate the validity of warranty claims, and to investigate warranty
operations.
SYMC will notify the Distributor in advance of such requests.
Upon receipt of SYMCs request, the required defective parts must be returned to SYMC with careful
packing to be protected well from being damaged.
The defective parts should be shipped by the lowest costing method unless instructions to the contrary
are given.
Distributor must advise SYMC of the shipping information immediately after shipment.
The expense incurred by returning the parts shall be decided by discussion with Distributor according to
the normal warranty claim procedure.
(Refer to Appendix 14 in this manual)

2 - 17

WARRANTY PROCEDURES

2-6. The Request for Post Warranty Approval (POWA)


When the POWA is needed, the distributor should request it according to as follows:
To obtain POWA number from SYMC, the distributor should make the 2 sheets of forms, FTR and POWA.
(About the FTR, refer to 6-2-2. How to make out a FTR (Field Technical Report))
The POWA form is needed for Demanding Post Warranty Approval.
(About the property liable for the POWA, refer to 1-5-4)
(Refer to appendix 19 in this manual)
The POWA form shall be submitted in complete detail, one item per form, although multiple cases of the same
condition can he reported on a single form.
1. COUNTRY : Enter the name of Distributors country.
2. DIST. CODE : Enter Distributors code given by SYMC.
3. DEALER NO. : Enter Dealers code given by Distributor.
4. ACTION TAKEN : Time of repaired work.
5. MODEL : See Labor Time Guide.
6. VIN : See the VIN plate of the vehicle or the Service Guide the customer has.
7. ENGINE NO. : See the front, right hand side of cylinder block or the Service Guide the customer has.
8. KM-READING : Enter Km-reading at the time of repair.
9. DELIVERY DATE yymmdd : Fill out the date when the vehicle was delivered to the first retail purchaser.
10. REPAIR DATE : Enter the repair date.
11.NATURE CODE : Nature code of damaged parts or repaired work.
12. CAUSE CODE : Cause code of damaged parts or repaired work.
13. AT KM. SERVICE : The mileage of each repairing time.
14. DESCRIPTION OF WORK DONE : Repairing works description.
15. PF : Enter Part Flag.
16. PARTS NO. : Repairing parts No..
17. PART NAME OR SUBLET EXPLANATION. : Enter parts name.
18. PART QTY : Enter the quantity of each part used.
19. UNIT PART PRICE : Enter goods value of each part.
20. PART REQUEST AMOUNT : Enter amount of each repaired part.
21. OPERATION CODE. : Operation code of repaired work.
22. HR : Enter operation hour. See Labor Time Guide.
23. LABOR REQUEST AMOUNT : Enter labor amount of each labor time.
24. DETAIL OF THE WORK TO BE CARRIED OUT : The detailed description for repaired work.
25. COMMENTS FROM TECH. SERVICE MANAGER - CARS : Technical managers information for repaired
work.

2 - 18

CHAPTER 3

RECEIVING AND STORING


NEW VEHICLE
3
TABLE OF CONTENTS
3-1. Receiving and Inspection .............................................................................3-3
3-1-1. Inspection of New Vehicle ................................................................................ 3-3
3-1-2. Transportation Damage ................................................................................... 3-3
3-1-3. Missing or Incorrect Parts and Production Shortages ..................................... 3-3

3-2. Storage of New Vehicle.................................................................................3-4


3-2-1. Storage Location ............................................................................................. 3-4
3-2-1. Storage Preparation ........................................................................................ 3-4

RECEIVING AND STORING NEW VEHICLE

3-1. RECEIVING AND INSPECTION


When receiving a new vehicle, Distributor is to inspect it immediately for damage, obvious missing or
incorrect part and/or options. This inspection is to be completed before accepting receipt of the vehicle.

3-1-1. Inspection of New Vehicle


The inspection of each received vehicle for possible damage is very important because new vehicles
have usually traveled a long distance from the factory to Distributor, often passing through several methods of transportation.
The following should be included in the inspection:

a. Walk around inspection of the exterior and visible areas of the vehicles undercarriage.
b. Under hood inspection.
c. Trunk or cargo area inspection including all parts and/or options normally stored or transported in this area.
d. Interior inspection including all trim panels, headline carpets, and upholstery.

3-1-2. Transportation Damage


SYMCs responsibility for damages and/or shortages extends only to the passage of vehicle through the
ships rail at the port of shipment. Thereafter such responsibility shall be for the carrier and/or insurance
company until the delivery documents are signed by Distributors representative as having received the
vehicles either in good order or with exceptions noted.
Any transportation damage including stolen or missing part should be noted in detail and reported to the
insurance company and the carrier immediately after receipt and inspection of new vehicles.
In addition, the responsibility for any damage including stolen or missing part during inland transportation
to Dealer area shall be for Distributor, carrier and/or insurance company.

3-1-3. Missing or Incorrect Parts and Production Shortages


If any missing or incorrect parts and options are discovered while receiving inspection of new vehicles
during PDI, claims have to be made to whomever is responsible, either to the carrier/insurance company
or to SYMC.
In case SYMC is responsible for any missing or incorrect parts and production shortages, i.e., those were
omitted in production of the vehicle, Distributor may request compensation for the costs incurred by correction of such discrepancies under warranty.
Claims for missing parts, noticeable at the time of vehicle inspection, such as audio equipment, antenna,
spare tire and wheel, wheel cover, jack assembly, tools and so on, which are to be considered as having
been removed during transit, are not reimbursable under warranty provisions of this manual. Such claims
should not be submitted to SYMC, rather should be presented to the representative of the carrier or the
insurance company.
3-3

RECEIVING AND STORING NEW VEHICLE

3-2. STORAGE OF NEW VEHICLE


Distributor is responsible for the storage, care and proper conditioning of new vehicles held in inventory.
Damage or deterioration resulting from improper vehicle storage to items such as paint, seals, chrome,
and batteries are not covered by warranty. In cases where proper vehicle protection is neglected, Distributor is responsible for labor and/or parts replacement or refinishing.

3-2-1. Storage Location


Vehicles should be stored in a clean, dry, closed, roofed and well-ventilated area if possible. When outdoor storage is used, the following should be considered as minimum requirements.

a. The area should be well-drained and have a hard or paved surface.


b. The following locations should be avoided;
-

Low area where flood waters can damage vehicles

Location adjacent to factories emitting exhaust air which is corrosive or laden with dirt of any kind

Location near body shop

Storage under trees where damage to finishes may result from tree sap and/or dropping from bird

c. If possible, vehicle should be parked on a level surface.

3-2-2. Storage Preparation


Certain precautions must be taken when placing a vehicle in storage as following recommendations;

a. Body
-

Rinse-wash the vehicle to remove dirt accumulated in shipping.

Check the painted surface, and polish or paper-grind lightly, and touch up if necessary.

Polish and wax the external plated parts if necessary.

b. Engine
-

Check the coolant level, if low, add to the specified level. In cold areas, add anti-freeze according to
the temperature variations.

Check the engine oil level and replenish if necessary.

Warm up the vehicle completely at least once per week to charge the battery and lubricate the
engine and the transmission. If vehicles are run for short intervals (5 minutes or less), condensation
may form within the engine.

3-4

RECEIVING AND STORING NEW VEHICLE

c. Battery
Vehicles that are not used for an extended period of time may develop extremely discharged and/or
permanently damaged batteries.
So, Distributor and Dealer should check and care for battery periodically.
-

Check the condition of the equipped maintenance free (MF) battery through the hydrometer (test
indicator) and the following information is for testing purpose only.
Color

Description

Remark

Green dot

65% or above state of charge

Normal

Black dark

Below 65% state of charge

Need charge

Transparency

Low level electrolyte

Replace battery and check the


charging system

Clean the battery terminals and coat them lightly with petroleum jelly or terminal grease.

Distributor should not leave vehicles for storage at a heated area

d. Brake
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Do not apply the parking brake.

Leave the service brake also in fully released position.

e. Tire
-

Check and inflate tires to manufacturers maximum specification.

The vehicle must be in an unloaded condition.

f. Interior
-

If the vehicle is exposed to strong sun light, cover the seat, trim, instruments, etc. with a cloth, or
cover the window with some kind of sun shade or shield.

Keep the ventilation system open.

Windows should be closed position.

g. Aircon
Operate the air conditioner for a few minutes during the regular battery charging procedure.

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CHAPTER 4

NEW VEHICLE DELIVERY


AND MAINTENANCE
TABLE OF CONTENTS
4-1. Pre-Delivery Inspection ................................................................................4-3
4-1-1. Distributor Responsibility ................................................................................ 4-3
4-1-2. Pre-Delivery Inspection Procedure .................................................................. 4-3

4-2. New Vehicle Delivery .....................................................................................4-4


4-2-1. Distributors Responsibility for Delivery of Warranties .................................... 4-4
4-2-2. Warranty and Service Information Booklet ...................................................... 4-4
4-2-3. Vehicle Registration ......................................................................................... 4-4

4-3. Free Inspection Service ................................................................................4-5


4-4. Maintenance Service .....................................................................................4-5

NEW VEHICLE DELIVERY AND MAINTENANCE

4-1. PRE-DELIVERY INSPECTION


Pre-Delivery Inspection is one of the most important factors in ensuring customer satisfaction and proper
operation of vehicles.

4-1-1. Distributor Responsibility


Distributor should inspect and make all necessary adjustments and corrections to each new vehicle for
successful vehicle operation and optimum appearance prior to the vehicle being delivered to the customer to ensure owner confidence and goodwill.
The costs of performing the Pre-Delivery Inspection shall be at the expense of Distributor and will not be
chargeable to customer or to SYMC.

4
4-1-2. Pre-Delivery Inspection Procedure
Pre-Delivery Inspection forms list the operations which must be performed prior to delivery of each new
vehicle and are in a sequence which will provide a thorough inspection in the least possible time.
There are two kinds of Pre-Delivery Inspection forms Pre-Delivery Inspection sheet and Pre-Delivery
Inspection coupon.
The Pre-Delivery Inspection sheet is used for the new car delivery preparation which is intended to assure
that the vehicle is ready for stock display and demonstration. This preparation should be scheduled well
in advance of delivery to avoid delay due to any possible repair at the time of vehicle delivery to customer.
After the inspection, the technician and service manager must sign and date the completed form.
The Pre-Delivery Inspection coupon in the Warranty and Service Information booklet (Service Guide) is
for final service that assures the vehicle is suitable for delivery to customer.
After completion of this inspection listed on reverse of the coupon, the duly filled in coupon shall be
removed from the booklet and be kept in Distributors file with the Pre-Delivery Inspection sheet.
The remaining stub in the Warranty and Service Information booklet should be stamped with date and
Distributor representatives signature.
(Refer to Appendix 15 in this manual)

4-3

NEW VEHICLE DELIVERY AND MAINTENANCE

4-2. NEW VEHICLE DELIVERY


4-2-1. Distributors Responsibility for Delivery of Warranties
When delivering new vehicle, Distributor should provide customer with all necessary information including
warranty terms, vehicle characteristic, required maintenance, etc.

4-2-2. Warranty and Service Information Booklet


The Warranty and Service Information booklet (Service Guide) supplied with each new vehicle contains
the following;
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Warranty Certificate

Ownership Registration Cards

Owner Information

Pre-Delivery Inspection Coupon

Free Service Coupon

Maintenance Records

Distributor will give the Warranty and Service Information booklet to the customer and explain the terms of
the warranties as well as the related policies covered in the booklet.
The booklet is to be completed with;
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Owners name and address

Vehicle identification number

Delivery date

Vehicle mileage at the time of delivery

Dealer name and signature

The customer is to be instructed to present the Warranty and Service Information booklet (Service Guide)
to Distributor when asking for warranty service.

4-2-3. Vehicle Registration


When the vehicle is sold at retail, the Ownership Registration Cards must be completed with;
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Vehicle Identification Number (VIN)

Model

Engine number

Date of delivery

Vehicle mileage at the time of delivery

Owners name, phone number, address and signature

Dealer code, name and signature

The Delivery Information List should be arrived at SYMC within 30 days from the date of delivery to the
customer. It gives SYMC owner information for warranty data and product campaigns.
Distributors copy must be kept in Distributors vehicle history file.
4-4

NEW VEHICLE DELIVERY AND MAINTENANCE

4-3. FREE INSPECTION SERVICE


Free Inspection Service is the first periodic maintenance service after delivery to customer and very
important in ensuring customer satisfaction along with the Pre-Delivery Inspection.
After a short time of operation, the vehicle may require certain mechanical adjustments to ensure maximum performance. The main purpose of the Free Inspection Service is to inspect the vehicle and make
any necessary mechanical adjustments.
In addition, timely, skillful performance of Free Inspection Service assists in promoting customer confidence in Distributors ability to care for his vehicle.
At the running distance specified in the Warranty and Service Information booklet after delivery of the
vehicle, Distributors should perform Free Inspection Service in accordance with the procedure specified
on the reverse side of the Free Service Coupon.
Expenses for Free Inspection Service should be borne by Distributor.
If the Free Inspection Service for a particular vehicle requires that the engine oil and filter should be
changed as part of the service, the cost of these would be for the customers account.
However, the customer should not be charged for the labor to perform these replacement. Upon completion of the service, the Free Service Coupon should be duly filled in and detached from the booklet for
Distributors retention.
The remaining stub in the booklet should be stamped with date and Distributor representatives signature.

4-4. MAINTENANCE SERVICE


In order to guarantee economical and safe vehicle operation and to maintain the value of the vehicle, it is
of vital importance that all maintenance work is carried out at the proper intervals.
It is the owners responsibility to obtain regular and proper maintenance for the vehicle to help avoiding
conditions arising from neglect which are not covered by warranty. The services outlined in the Owners
manual should be done at the time and/or mileage stated in the maintenance schedule charts.

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CHAPTER 5

PRODUCT CAMPAIGNS
TABLE OF CONTENTS
5-1. Distributor Responsibility ............................................................................5-3
5-2. Campaign Announcement ............................................................................5-3
5-3. Product Campaign Parts ..............................................................................5-3

5
5-4. Product Campaign Follow-up ......................................................................5-4
5-5. Settlement of Campaign Claims ..................................................................5-4

PRODUCT CAMPAIGNS

PRODUCT CAMPAIGNS
When a possible safety-related or other serious problem which could affect the vehicle performance adversely is detected, SYMC will initiate a Product Campaign to fine and correct suspected unsatisfactory
conditions.

5-1. DISTRIBUTOR RESPONSIBILITY


Distributor is responsible for completing campaigns on all affected vehicles including all stock unit prior to
sale and for notifying owners of vehicles affected by product campaigns.
Distributor will also perform campaign inspections and corrections on vehicles involved regardless of
where such vehicles were purchased.
In order to complete each campaign activity in the shortest period of time, Distributor should consider
contacting, via local telephone, personal or first class mail, each vehicle owner who has not responded in
a reasonable length of time.
Distributor shall provide on behalf of SYMC the relevant authorities with the proper documents and data
related to campaign if required.

5-2. CAMPAIGN ANNOUNCEMENT


SYMC will announce each campaign directly to Distributor through the Product Campaign Bulletin.
The Product Campaign Bulletin will provide information concerning the following;
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Description of problem.

Specific period of campaign

Description of vehicle involved vehicle identification number range and other specific data regarding
body style, options or accessories when required.

Parts requirement and method of procurement.

Procedure on how to proceed with inspection and/or correction.

Disposition of replaced parts instruction to Distributor regarding return or retention of replaced parts,
when applicable.

Claim procedures including time allowance and campaign operation number.

Owner notification a copy of a suggested owner notification letter.

5-3. PRODUCT CAMPAIGN PARTS


Depending on the situation, SYMC will supply Distributor with the parts and/or materials required. In this
case, the campaign parts and/or material will be distributed according to SYMCs determination of the best
means for distribution.
In some cases, however, it may be easier to obtain parts locally. In such cases, Distributor will be advised
of relevant details in the Product Campaign Bulletin and should then obtain the parts and make them
available to his service department.
5-3

PRODUCT CAMPAIGNS

5-4. PRODUCT CAMPAIGN FOLLOW-UP


Immediately upon receipt of a Product Campaign Bulletin, Distributor shall set up and thereafter maintain
a Product Campaign file to reflect the status of each vehicle assigned to or repaired by Distributor.
A separate file under the campaign number shall be established for each campaign.
Records should be maintained to allow each follow-up of owners who have been unavailable for proper
campaign service.
The campaign progress report should be submitted to SYMC by monthly basis.

5-5. SETTLEMENT OF CAMPAIGN CLAIMS


After the required campaign service has been performed, Distributor should submit claims for Product
Campaign service expenses using SSANGYONG Claim Report (SCR) form. The campaign claims will be
settled according to the warranty procedure stipulated in this manual.

5-4

CHAPTER 6

PRODUCT INFORMATION
TABLE OF CONTENTS
6-1. Service Publications .....................................................................................6-3
6-1-1. Service Manual ................................................................................................ 6-3
6-1-2. Owners Manual ............................................................................................... 6-3
6-1-3. Service Guide .................................................................................................. 6-3
6-1-4. Service Bulletin ................................................................................................ 6-3
6-1-5. Labor Time Guide ............................................................................................ 6-3

6-2. Field Technical Report (FTR) .......................................................................6-4


6-2-1. General Instruction of FTR Preparation ........................................................... 6-4
6-2-2. How to Make a Field Technical Report (FTR) .................................................. 6-5

PRODUCT INFORMATION

6-1. SERVICE PUBLICATIONS


6-1-1. Service Manual
Service Manuals are prepared so that they may be used as quick reference books for the experienced
technician, or as a step-by-step procedure for the beginner.
The manuals are designed as a training and for all on-the-job training in Distributors service department.
This is accomplished through written description and instructions, illustrations and specifications.
At least one copy of Service Manuals should always be available in workshop so that technician can refer
to it at any time.
Limited number of initial copies of Service Manuals, which have been decided by SYMC in consideration
of scale of Distributors service network, are distributed to Distributor free of charge.
Additional copies are supplied based on Distributors firm order.

6-1-2. Owners Manual


The Owners Manual is prepared primarily for the use of the new vehicle purchaser. It contains instructions on the use of instruments and controls, daily care, lubrication recommendations, maintenance
schedules, safety precautions, specifications, etc.
A copy of the Owners Manual is placed in the glove box of each new vehicle shipped from factory. This
publication should be brought to the attention of the owner at the time the new vehicle is delivered.

6-1-3. Service Guide


Each new vehicle is supplied with Service Guide which contains warranty and service information. (Refer
to Section 4-2-2 of this manual for the details.)
Distributor is requested to explain to customers correct warranty items and duty based on this Service
Guide when delivering vehicles to customers and to urge customers to read them.
Customers should be told to always carry Service Guide by placing it in the glove compartment so that it
can be presented promptly when warranty service is required. And Distributor has responsibility to inform
his owners about that.

6-1-4. Service Bulletin


Service Bulletins are mailed to Distributor as the need arises. They contain important service information
for Distributor and service personnel, i.e., information on new service techniques, specifications, diagnostic procedures, corrections of problems, and other service information.

6-1-5. Labor Time Guide


Labor Time Guide contains standard time allowance required to perform the service operations and is
prepared for the purpose of computing the compensation payable by SYMC to Distributor for the performance of warranty policy and campaign adjustments and other work authorized and performed for the
account of SYMC. SYMC supplies all Distributor with one copy of Labor Time Guide free of charge.
If additional copies are desired, they can be purchased.
6-3

PRODUCT INFORMATION

6-2. FIELD TECHNICAL REPORT (FTR)


6-2-1. General Instruction of FTR Preparation
The FTR provides valuable information to SYMC relative to;
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Vehicle operation.

Product performance and durability.

Vehicle operating condition as affected by area or location.

Design features which adversely affect sales.

The FTR should be submitted;


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In every case where product conditions develop after the unit is served and cannot be corrected
with standard service techniques and the assistance of SYMC is required.

If the condition is of a recurrent nature.

When a specific condition is of such a nature as to be considered unusual or premature.


The FTR is not intended to be used for minor irregularities or conditions as can be corrected locally
from knowledge gained by past experience with similar problems.
The FTR should be submitted at least within 5 days from the date problem noticed.

6-4

PRODUCT INFORMATION

6-2-2. How to make a Field Technical Report (FTR)


The FTR shall be submitted in complete detail, one item per form, although multiple cases of the same
condition can be reported on a single form. Photographs or sketches are often helpful in this condition
and should be submitted at the discretion of the Distributor.
(Refer to Appendix 18 in this manual)
1. FTR NUMBER : Fill out serial number of the FTR make out.
Start from 001 each year.
2. REPORT DATE : Fill out the date of completion of the FTR.
3. COUNTRY : Enter the name of Distributors country
4. DISTRIBUTOR CODE : Enter Distributors code given by SYMC.
5. SUBJECT : Write down the main item of defect.
Ex) Rear axle noise, Engine overheating, etc.
6. MODEL : See Labor Time Guide.
7. DEALER CODE : Enter Dealers code given by Distributor.
8. VEHICLE IDENTIFICATION NO. : See the VIN plate of the vehicle or the Service Guide the customer has.
9. ENGINE NO. : See the front, right hand side of cylinder block or the Service Guide the customer has.
10. KM-READING : Enter Km-reading at the time of repair.
11. DELIVERY DATE : Fill out the date when the vehicle was delivered to the first retail purchaser.
12. REPAIR DATE : Enter the repair date.
13. REPLACED PART NO. : Enter the Replaced part Number.
14. NATURE OF COMPLAINT : Write down nature of complaint in detail, and attach sketch or photographs as necessary.
15. PROBABLE CAUSE : Write down probable cause of complaint in detail.
16. CORRECTIVE ACTION TAKEN : Write down actions taken to correct the defect.
17. CORRECTIVE ACTION TAKEN RESULT : Write down the result of corrective action.
18. RECOMMENDATION : Write down your opinion for defect.
19. REPORTER : Enter reporters name.
20. TITLE : Enter reporters title.
21. SIGNATURE : Enter reporters signature.

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APPENDIX
TABLE OF CONTENTS
A-1. How to Make Out the Work Sheet ............................................................. A-3
A-1-1. Please Write in Details All Expense for Your Technicians ............................... A-3

A-2. Work Sheet for Computing Warranty Labor Rate ................................... A-4
A-3. How to Make Out the Parts Mark-up Study Sheet ................................... A-5
A-3-1. Please Write in Details All Expense Concerning A/S Par which You Ordered ... A-5

A-4. Parts Mark-up Rate Study ........................................................................... A-6


A-5. Delivery Information List ............................................................................. A-7
A-6. SSANGYONG Claim Report ...................................................................... A-8
A-7. Nature & Cause Codes ................................................................................ A-9
A-7-1. Nature Code .................................................................................................... A-9
A-7-2. Cause & Paint Code ...................................................................................... A-10

A-8. SSANGYONG Claim Report Invoice ......................................................... A-11


A-9. Return & Reject Codes .............................................................................. A-12
A-9-1. Return Claim Code ........................................................................................ A-12
A-9-2. Reject Claim Code ........................................................................................ A-13

A-10. SSANGYONG Warranty Claim Approval List ......................................... A-14


A-11. Bank Account ............................................................................................ A-15
A-12. Defective Parts Tag .................................................................................. A-17
A-13. Pre-delivery Inspection ............................................................................ A-18
A-14. Ownership Registration Card ................................................................. A-20
A-15. Maintenance Record ................................................................................. A-21
A-16. Field Technical Report ............................................................................. A-22
A-17. Post Warranty Approval Report ............................................................. A-24

APPENDIX

A-1. HOW TO MAKE OUT THE WORK SHEET


A-1-1. Please Write in Details All Expense for Your Technicians
Column No.

Description

Days regularly worked at workshop for a week.

Hours regularly worked at workshop for a day.

Days regularly worked at workshop for a year.


Excluding vacation days and holidays

Hours regularly worked at workshop for a year.


Excluding vacation days and holidays

The technician name who works directly in your workshop. (only technician not manager or director as like that)

Classify technician as A, B, C according to the skilled degree;


- A: excellent
- B: medium between A and B
- C: not skilled
ex) in case of the excellent skilled technician working at a paint shop, write it as PAINT A.

Expenses paid one as a basic salary (exception of allowance, bonus and extra) for a
year except fringe benefit.

Column 8 divided by column 3.

10

Regular vocation days at workshop for a year.

11

Column 9 multiplied by column 10.

12

Official holidays by government

13

Column 9 multiplied by column 12.

14

If you have the hospitalization and surgical plan, you write the expenses paid to mechanics by it or loss of income during periods of hospitalization and surgery by it.

15

If you have the group insurance plan, you write the expenses paid for group insurance.
Some of the most common types of group insurance coverage include Hospital-Medical,
Life, Sickness/Accident.

16

If you have sick-pay plan, you write the loss of income during periods of accidents and
sickness. (Column 9 multiplied by periods of sickness)

17

If you have the uniform and laundry plan, you write expenses for it.

18

If you have the pension and retirement plan, you write expenses for it.

19

Total (8, 11, 13, 14, 15, 16, 17, 18)

20. 21. 22

Do not fill in.

Appendix 1. HOW TO MAKE OUT THE WORK SHEET

A-3

Appendix 2. POWA FORM

A-4

CLASS

# ATTACHMENT: WAGE SLIP OF TECHNICIAN

2 2 . AVERAGE TECHNICIAN COST PER HOUR

2 1 . AVERAGE TECHNICIAN COST PER YEAR

2 0 . TOTAL DEALER COST PER YEAR

10

TECHNICIAN NAME

NO

10

11

VACATION
PAID
YEARLY
DAILY
DAYS PER VACATION
BASE PAY BASE PAY
YEAR
PER YEAR

US$ ( )

150% OF AVERAGE HOURLY FRINFE BENEFIT (B)

US$ ( )

220% OF AVERAGE HOURLY BASE PAY (A)

US$ ( )

AVERAGE HOURLY FRINFE BENEFIT

US$ ( )

AVERAGE HOURLY BASE PAY

WARRANTY LABOUR RATE REQUESTED (A+B): US$ ( )

HOLIDAYS

12

MEDICAL
GROUP

15

16

HOLIDAYS COST PER INSURANCE SICK PAY


PER YEAR
PER YEAR
YEAR

PAID

14

17
UNIFORM &
LAUNDRY
TOOLS

4. HOURS PER REGULAR WORK YEAR :

3. REGULAR WORK DAY PER YEAR

2. HOURS PER REGULAR WORK DAY

1. DAYS PER REGULAR WORK WEEK

13

A-2. WORK SHEET FOR COMPUTING WARRANTY LABOR RATE

19

TOTAL

18
RETIREMENT
& PENSION
PLAN PER
YEAR

Unit: US$ ( )

APPENDIX

APPENDIX

A-3. HOW TO MAKE OUT THE PARTS MARK-UP STUDY SHEET


A-3-1. Please Write in Details All Expense Concerning A/S Part Which You Ordered
Column No.

Description

Write invoice number.

Write Raw Material Value (R.M.V) in Korea.

Write boxing, handling and delivery charge paid from the manufactory to the point in
Korea.

Write marine freight charge paid from the port in Korea to the port in your country.

Write the cost insured for marine freight.

Write total amount added line 3 and line 5.


* Total amount added line 2 through line 5 means C.I.F prices

Write banking expensed, eg. L/C open charge, L/C amend charge, etc.

Write local marine freight charges in case of marine price in your country.

Write local insurance in case you insured for local marine freight.

10

Write the import custom duty in your country.

11

Write the other taxes (Before sales):


Defense tax, commodity tax, etc.

12

Write inland freight charge paid from the port in your country to your warehouse or
workshop.

13

Write the charge for the use of a wharfage.

14

Write all expenses paid except line 7 through 13; special bonded charge, local handling charge, etc.

15

Write the price selling directly to the ultimate consumers.


* shipment No. 1, No. 2, No. 3 mean each shipments.
* you should write line 7 through line 15 in your local currency and write the exchange
rate.

Appendix 3. HOW TO MAKE OUT THE Parts Mark-up study sheet

A-5

APPENDIX

A-4. PARTS MARK-UP RATE STUDY


DISTRIBUTOR NAME

DISTRIBUTOR CODE

COUNTRY

CITY

PORT OF ENTRY

EXCHANGE RATE

US$1 =
1=

No.

DESCRIPTION

INVOICE NO.

GOODS VALUE (R.M.V.) IN KOREA*

BOXING, HANDLING & DELIVERY*

OCEAN FREIGHT*

INSURANCE*

TOTAL OF LINE 3 THROUGH 5*

BANKING EXPENSES**

OCEAN FREIGHT (WHEN PAID LOCALLY)**

INSURANCE (WHEN PAID LOCALLY)**

10

IMPORT DUTY**

11

LOCAL TAXES**

12

INLAND FREIGHT**

13

WHARFAGE CHARGE**

14

MISCELLANY

15

RETAIL PRICE (APPROXIMATION)

SHIPMENT NO.1 SHIPMENT NO.2 SHIPMENT NO.3

* : FROM SOURCE INVOICE - IN SOURCE CURRENCY


** : FROM DISTRIBUTOR DOCUMENTS - IN LOCAL CURRENCY

NOTE : 1. ALL FIGURES IN THE ABOVE MUST BE VERIFIED BY EVIDENTIAL DOCUMENTS WHICH ARE
ATTACHED TO THIS STUDY SHEET.
2. MISCELLANY EXPENSES (NO.14) SHOULD BE EXPLAINED IN DETAIL.
(USE EXTRA SHEETS OF PAPER.)

PREPARED BY

NAME

SIGNATURE

TITLE

DATE

Appendix 4. Parts Mark-Up Rate Study Form

A-6

APPENDIX

A-5. DELIVERY INFORMATION LIST


DISTRIBUTOR NAME
DISTRIBUTOR CODE

NO

DEALER
CODE

DATE

VEHICLE IDENTIFICATION
NUMBER (VIN)

PAGE

OF

DATE OF DELIVERY
REMARKS
YEAR

MONTH

DATE

TITLE:

NAME:

SIGNATURE:

Appendix 5. Delivery Information List Form

A-7

(17)

(16)

Appendix 6. SSANGYONG Claim Report (SCR) Form

A-8

(22)

(1) DISTRIBUTOR SSANGYONG

(33)

TROUBLE DESCRIPTION

10

09

08

07

06

05

04

03

02

01

(20)

PART NO.

PREV.SCS NO.

RF

PF

(8)

(7)

NO.

ODOMETER READING

MF

(1)

DISTRIBUTOR NAME

Pageof

(23)

PARTS TOTAL

(24)

UNIT PRICE

(10)

(9)

PART
QTY

NATURE
CODE

(3)

DEALER
CODE

CLAIM
TYPE

(2)

DIST.
CODE

A-6. SSANGYONG CLAIM REPORT

(26)

(25)

PART
AMOUNT

(11)

CAUSE
CODE

(4)

SCS NO.

NAME

(35)

DISTRIBUTOR SIGNATURE

NAME

(34)

DEALER SIGNATURE

(27)

PART NAME/SUBLET
EXPLANATION

(12)

CAUSAL PART NO.

(5)

(13)

TYPE

(28)

LABOR TOTAL

(29)

HOURS

YEAR

YEAR

YEAR

DATE

DATE

DATE

(32)

(31)

(30)

LABOR AMOUNT

(19)

MONTH

DATE WRITTEN

(15)

MONTH

DELIVERY DATE

(6)

MONTH

REPAIR DATE

FOR SSANGYONG USE ONLY

GRAND TOTAL

OPERATION NO.

(14)

NUMBER

POST WARRANTY APPROVAL

VEHICLE IDENTIFICATION NUMBER

UNIT : US DOLLAR or EURO

APPENDIX

APPENDIX

A-7. NATURE & CAUSE CODES


A-7-1. Nature Code
Nature Code
N01
N02
N03
N04
N05
N06
N07
N08
N09
N10
N11
N12
N13
N14
N15
N16
N17
N18
N19
N20
N21
N22
N23
N24
N25
N26
N27
N28
N29
N30
N31
N32
N33
N34
N35
N36
N37
N38
N39
N40
N41
N42
N43
N44
N45
N46
N47
N48

Hard start, no start


Poor idle
Surge, hesitation
Engine noise, engine knocking noise
Choke malfunction
Engine stalled
Excessive fuel consumption
Excessive oil consumption
Overheated
Shift shock
Engine run-on
Flooded
Poor acceleration
Abnormal combustion
Lack of engine power
Percolation
Improper exhaust gas
Back fire, after fire
Vapor lock
Blocked
Shuddering, pulsation, vibration
Slippage
Difficult engagement
Difficult disengagement
Abnormal shifts
Impossible shifts
Squeaking, squealing, abnormal (wind) noise
Dragging
Pulls
Stalled while driving
Stalled while idling
Stalled between shifts
Stalling while sudden braking
Fails to reach normal operating temperature
RPM too low
RPM too high
Jumping-out
Improper synchronizing
Oil diluted
Misfire
Sponge pedal
Unstable steering
Excessive shock
Poor release
Unusual tire wear
Misaligned or mismatched
Weak
Hard to run

Nature
N49
N50
N51
N52
N53
N54
N55
N56
N57
N58
N59
N60
N61
N62
N63
N64
N65
N66
N67
N68
N69
N70
N71
N72
N73
N74
N75
N76
N77
N78
N80
N82
N83
N84
N85
N86
N87
N88
N90
N91
N92
N93
N94
N95
N96
N97
N98
N99

Appendix 7. Nature Code

A-9

Impossible to run
Vehicle bouncing
Deteriorated
Distortion, rainbow, waving
Color mismatched
Defective chrome plate, defective painting
Rust, corrosion, perforation
Glazed
Loose, poor fit
Bubbles
Vehicle vibration
Excessive vibration
Dead battery
Inaccurate (meter, gauge, etc.)
Poor sound (horn, radio, etc.)
Overcharged, discharged
Electrical failures
Blown fuse
Warning light on
Intermittent operation
Pulls to left or right
Poor AM reception/interference
Oil leak, oil entering
Water leak, water entering
Leaks-other (air, fuel, refrigerant, vacuum)
Poor FM reception/interference
Radio/CDP does not operate properly
Tape deck does not operate properly
Improper memory
Improper volume control
Headlamp improperly aimed
Loosening, falling-off, sagged
Gas leak, gas entering
Improper opening and/or closing
Grabbed
Poor maneuverability
Insufficient brake
Brake judder
Color rainbow, color waving
Interference
Inoperative
High/low operating effort
Special policy
Glass cracked
Glass broken
Glass chipped
Glass scratched
Undefined

APPENDIX

A-7-2. Cause & Paint Code


Cause Code

Paint Code

R01 - Scored, scratched or chipped

P01 - Overspayed, drip

R02 - Frozen

P02 - Undersprayed, bare

R03 - Peering, come-off

P03 - Color mismatched

R04 - Rusty corroded

P04 - Low gloss

R05 - Split, cut or torn

P05 - Mottled, cloudy

R06 - Broken or cracked

P06 - Sags or runs

R07 - Porous, pinholes, cavity

P07 - Pin hole

R08 - Bent, kinked, twisted, distorted, warped or wrinkled

P11 - peeling, scaling

R09 - Stripped-bolts, holes, nuts

P12 - Orange peel

R10 - Soiled

P13 - Slow drying

R11 - Weakened, loss of tension or resilience (spring, cushion, etc.)

P14 - Thin

R12 - Abnormal wear

P15 - Wavy

R13 - Out of balance

P16 - Tape mark, touch mark

R14 - Out of round

P17 - Chemical damage

R15 - Loose or improper connection

P18 - Acid rain

R16 - Open circuit or short circuit

P19 - Atmospheric fallout

R17 - Burned or burned out

P20 - Polishing mark, sanding mark

R18 - Grounded or shorted

P21 - Touch up

R19 - Improperly machined

P22 - Dust, dirt

R20 - Faulty casting

P23 - Poor welding

R21 - Improper clearance, back lash, free play

P24 - Rust

R22 - Lack of lubricants

P25 - Blistered

R23 - Improper welding or soldering, welding or soldering omitted

P26 - Chipped

R24 - Improper tightening, fit or assembly

P27 - Cracked

R25 - Sticks, binds, seized

P30 - Surface scratch

R26 - Foreign material, clogged

P31 - Scab corrosion

R27 - improper sealing, sealer omitted or skipped

P32 - Dent

R28 - Improper adjustment

P33 - Rust perforation

R31 - Incorrect part

P34 - Discolored, faded

R32 - Improperly installed

P99 - Undefined

R33 - Improperly routed


R34 - Missing part
R35 - Flaw in material
R36 - Contaminants
R99 - Undefined

Appendix 8. Cause & Paint Code

A - 10

APPENDIX

A-8. SSANGYONG CLAIM REPORT INVOICE


TO: SSANGYONG MOTOR CO., LTD.

FROM: (DISTRIBUTOR NAME)

OVERSEAS A/S TEAM

(1)

TOTAL CLAIM AMOUNT : US$ ( )

(2)

NUMBER OF SSANGYONG CLAIM REPORTS

(3)

SSANGYONG CLAIM SEQUENCE NUMBER : FROM (4)


TO

(5)

SKIPPED NUMBER :

(6)

COMMENTS :

(7)

DATE :

(8)

DISTRIBUTOR AUTHORIZED SIGNATURE


(9)
NAME (TYPED)

(10)

(FOR SYMC USE ONLY)


SYMC COMMENTS :

(11)

DATE APPROVED : (12)

SIGNATURE:

Appendix 9. Ssangyong Claim Report Invoice

A - 11

(13)

APPENDIX

A-9. RETURN & REJECT CODES


A-9-1. Return Claim Code
D01
D02
D03
D04
D05
D06
D07
D08
D09
D10
D11
D12
D13
D14
D15
D19
D20
D21
D22
D23
D24
D25
D26
D27
D28
D29
D30
D31
D32
D33
D34
D35
D36
D37
D38
D39
D40
D41
D42
D43
D44
D45
D46
D47
D48
D49
D50
D51
D52
D53
D99

SCS number missed, incorrect or duplicate


Repair date missed or incorrect
Distributor code missed or incorrect
Dealer code missed or incorrect
Vehicle identification number missed or incorrect
Odometer reading missed
Claim type missed or incorrect
Nature code missed or incorrect
Cause code or paint code missed or incorrect
Causal part number missed or incorrect
Post Warranty Approval (POWA) type missed or incorrect
Post Warranty Approval (POWA) number incorrect or not authorized
Delivery date to customer missed or incorrect
Previous SCS number missed or incorrect
Repair order number missed
Parts number missed or incorrect
Parts quantity missed or incorrect
Parts amount missed or incorrect
Parts number not corresponding with labor operation
Operation number missed or incorrect
Labor hour missed or incorrect
Labor amount missed or incorrect
Distributors authorized signature missed or incorrect
Dealers authorized signature missed or incorrect
Trouble description missed or unclear
Invoice or receipt for sublet repair not attached
Reason for replacement of complete assembly not shown or unclear
Vehicle not registered to SYMC
Combination operation number can not be used alone
Actual repair time unreasonable
Parts not supplied
Improper repair
Evidence [Color photo, supporting documents, etc.] not attached
Description for NPN and/or operation number missed or incorrect
WCA number missed, incorrect or duplicate
Labor operation over used per unit
Description for N99, R99, and/or P99 missed or incorrect
Date written missed or incorrect
Detail Sequence number missed or duplicate
Operation number applied improperly
Requested labor amount unreasonable
Parts amount should be zero for the parts supplied free of charge
Labor rate not settled yet
Sublet amount unreasonable
One side operation number used twice instead of both sides
Part type missed or incorrect
Odometer reading unreasonable
Parts unit price missed or incorrect
Same repair history
The part not related to the causal part
Comments given on SWA form or fax message

Appendix 10. Return Claim Code

A - 12

APPENDIX

A-9-2. Reject Claim Code


C01 - Claim beyond the warranty period [time limit]
C02 - Claim beyond the warranty period [time limit from the shipping date]
C03 - Claim beyond the warranty period [mileage limit]
C04 - Claim submitted beyond the 60 days after repairing the vehicle
C05 - Repair considered as pre-delivery inspection service
C06 - Periodical free inspection service
C07 - Repair or replacement considered as owners maintenance responsibility
C08 - Items not covered by warranty
C09 - Odometer reading less than the old one
C10 - Resubmission of the approved claim
C11 - Resubmission of the rejected claim
C12 - Missing parts or damaged vehicle during transportation; shortage or damage report to carrier or insurer
C13 - Distributors appeal for original rejection and return not submitted within 30 days
or resubmission over than four times
C14 - Overlapping labor operation
C15 - Vehicle not recorded in vehicle history file
C16 - Claimed parts not received within time limit
C17 - Non-genuine parts used in this repair not accepted
C18 - Claims not involved in product campaign

C19 - Claims resulting from modifications not accepted


C20 - Claims involving same repair as previous one not accepted
C21 - Claims not corresponding with the evidence [photo, invoice, receipt, etc.]
C22 - Inappropriate repair
C23 - Claims due to normal wear and tear not accepted
C24 - Claims based on specifications problems not accepted
C25 - Replacement for parts not equipped with original vehicle
C26 - Claims caused by customers carelessness or accident
C27 - Claims related to the parts supplied free of charge
C28 - Overlapping parts claims
C29 - Damage or deterioration resulting from improper vehicle storage
C30 - Part number and operation number not corresponding with one of previous SCS number
C31 - Post Warranty Approval (POWA) not obtained by SYMC
C32 - Claim not corresponding with POWA number.
C33 - Post Warranty Approval (POWA) number already used
C34 - The causal part not related to operation number
C35 - The nature or cause code not related to main operation number
C36 - The replacement part not related to any operation number
C37 - The claimed part examined and found not faulty
C38 - Claims caused by improper repair
C39 - Claims caused by lack of maintenance service
C40 - Dealer installed kit not covered by warranty
C41 - Duplicate submission
C99 - Comments given on SWA form or fax message
Appendix 11. Reject Claim Code

A - 13

200201

200202 Dealer

SWA-No.

WCA-No.

Appendix 12. SSANGYONG Warranty Claim Approval (SWA) List form

A - 14
81.06
14.92
14.92
29.84
29.84
125.82
155.66

62.25
10.12
10.12
20.24
20.24
92.61
112.85

18.81
4.8
4.8
9.6
9.6

42.81

GRAND TOTAL

KPTF0B1DSVP123457

2002010005

81.06

62.25

33.21

KPTM0B1DSVP123456

2002010004

Requ Tamt

Requ Pamt

Requ Lamt
18.81

1002

29.84

14.92

10.12

4.8
20.24

14.92

9.6

28.41

20.2
10.12

52.65

42.05

10.6
4.8

81.06

62.25

8.21

Requ Tamt

Requ Pamt

18.81

1001

28.8

19.2

9.6

9.6

Appr Lamt

9.6

4.8

4.8

4.2

5.2

9.4

Appr Lamt

29.84

14.92

14.92

14.2

32.95

47.15

60.72

40.48

20.24

20.24

89.52

59.68

29.84

29.84

Appr Pamt Appr Tamt

20.24

10.12

10.12

10

27.75

37.75

Appr Pamt Appr Tamt

01

00

01

00

01

00

Dseq

01

00

02

01

00

Dseq

D31

Judge Code

Parts Judge

D20

Part Judg

Labor

Lab Judg

Head Judge

A05

A03

Part Judg

PAGE 1 of 1

Adjusted Parts

A02

A01

Lab Judg

Detailed Claim Sequence

Judge Code

02-01-01

UNIT USD or EURO

ISSUE DATE

Approval total amount

Approval Parts

Approval Labor

Requested Total amount

Requested Parts

Requested Labor

Requ Lamt

Dealer Code

SUB TOTAL

KPTE0B1DSVP123456

VIN

200202 Dealer

2002010003

SCS-No.

WCA-No.

KPTG0B1DSVP123456

2002010002
SUB TOTAL

KPTF0B1DSVP123456

2002010001

VIN

STARSAUTO PTE LTD

Dist Name

SCS-No.

AAAA

Dist Code

Dealer Code

Distributor Name

Ssangyong Warranty Claim

Warranty Claim

Ssangyong Claim

A-10. SSANGYONG WARRANTY CLAIM APPROVAL LIST

APPENDIX

APPENDIX

A-11. BANK ACCOUNT


Ref No.: TSC050609

Date: June 9, 2005

Overseas A/S Team


Ssangyong Motor Co., Ltd.

Subject: Details of Bank Account

Bank Name: CHANG HWA COMMERCIAL BANK, LTD. TUN HWA BR.
ADDRESS: NO.71, TUN HWA S. ROAD, SEC.2, TAIPEI, TAIWAN, R.O.C.
TEL: (02) 2784-9821

FAX: (02) 2706-9400

SWIFT CODE: CCBC TWTP527


IBAN NO (ONLY EUROPE BANK):

N
E
RECEIVER NAME : TAIWAN SSANGYONG COMPANYM
LTD.
I
RECEIVER ADDRESS : 1FL., NO.260, SEC.7, CHENG
C TEH RD., TAIPEI, TAIWAN, R.O.C.
E
TEL: 02-28203228
FAX: 02-28203400
SP
RECEIVER A/C NO. : 5272-01-62554-2-00

Please remit the warranty claim expense by T/T to our account No. 5272-01-62554-2-00

with CHANG HWA COMMERCIAL BANK, LTD. TUN HWA BR.


essential item

JAMES LIAW / TAIWAN SSANGYONG COMPANY LTD.


(The Distributor authorized name and signature)
Appendix 13. Bank account

A - 15

APPENDIX

Ref No.

Date:

Overseas A/S Team


Ssangyong Motor Co., Ltd.

Subject: Details of Bank Account

Bank Name:
ADDRESS:
TEL:
SWIFT CODE:
IBAN NO (ONLY EUROPE BANK):
RECEIVER A/C NO.:
RECEIVER NAME:
RECEIVER ADDRESS:
TEL:
FAX:

Please remit the warranty claim expense by T/T to our account No.

with

(The Distributor authorized name and signature)


Appendix 13. Bank account

A - 16

APPENDIX

A-12. DEFECTIVE PARTS TAG

DEFECTIVE PARTS TAG

Defective - Description

1. DISTRIBUTOR CODE

(Describe in detail exact nature &


cause of trouble)

2. DEALER CODE
3. REPAIR ORDER NO.
4. SCS NO.
5. PART NO.

6. VIN
7. ENG NO.
8. REPAIR DATE
9. ODOMETER

Appendix 14. Defective parts Tag

A - 17

APPENDIX

A-13. PRE-DELIVERY INSPECTION


Vehicle Model

Owners Name

Vehicle Identification Number

Address
City

Engine Number

State

Delivered by

Color Code

Dealer Name

Dealer

Repair

Stock No.

Order No.

Dealer Code

Date

CHECK, INSPECT AND/OR PERFORM THE FOLLOWING OPERATIONS


1. Engine compartment
Check Engine Compartment for components which may be loose; kinked or pinched vacuum hoses or
Electrical connections, and for any other missing or disconnected components.
Check to assure that hoses and electrical wires are properly routed to provide sufficient clearance with
Adjacent moving or hot parts.
Observe the movement or freeness of movement of linkage, valves and other components.
Check for unusual noises within the engine compartment.
Visually inspect for seepage and leaks at hoses and pipe connections, seals, gaskets and plugs.
Tighten clamps and connectors as necessary.
Check power steering gear, lines and hoses for leaks and clearance with adjacent panels, moving or hot
Parts. Tighten clamps and connectors as necessary.
Test engine coolant protection.
Check all fluid levels; engine oil, transmission oil, power steering oil, battery, clutch and cooling system. Add
as required.
Check throttle linkage for freeness at wide open and closed throttle.
Check tension on all belts.
2. Body-Accessories
Check operation of all interior and exterior lights;
Headlights Operation and Aim
(correct as necessary to conform with local specifications)
Turn Signal Lights
Hazard Warning Lights

Back-Up Lights

Additional Turn Signal Lights

Stop Lights
Tail Lights

Instrument Panel Light


(includes all warning lights)

License Plate Lights

Dome and Courtesy Lights

Position Lights

Daytime Running Lights

Check operation of all standard and optional accessories, such as;


Front dome lamp with sun roof
Glove box illumination
Head lamp leveling switch
Instrument panel gauge Operation

Tailgate window wiper and


washer switch

Power sun roof

Radio/cassette, speakers,
antenna

Fuel filler door release lever

Cup holder

Seat/Power seat
Trunk lid release lever
Engine hood release lever

Front fog lamp switch

Cigarette lighter

Rear fog lamp switch

Clock

Rear window demister switch

Door lock

Instrument illumination control


switch

Child safety door lock

Horn switch

Outside rearview mirrors

Keyless entry system

Wiper and washer operation

Tiltable steering wheel

Key hole illumination

Theft deterrent system


- Immobilizer system

Door window

- Perimetric protection
- Ultrasonic interior space
protection

Front door step lamp

Appendix 15 (Part 1 of 2). Pre-Delivery Inspection Sheet

A - 18

REMARKS

APPENDIX

CHECK, INSPECT AND/OR PERFORM THE FOLLOWING OPERATIONS

REMARKS

3. Under Vehicle
Visually inspect vehicle under carriage for looseness, missing components and line routing and clipping, and
fluid leaks.
- Tighten clamps, couplings and connectors as necessary.
Steering Gear and Linkage
Check Axle and Manual Transmission Fluid Level
Proper Tie Rod Clamp Position
Exhaust System for Proper
Alignment and Clearance

Drive shaft of front drive axles

Brake System

Wheel stud and Axle flange


nuts

Fuel System

Tires

Front and Rear Suspension


4. Road Test
Road test on a route with road conditions permitting the proper evaluation of squeaks and rattles.
During this test, check the following items for proper operation and function;
Seat Belts
Free play of brake and clutch pedal
Horn

Engine and Transmission performance during


Acceleration, Deceleration, Idle, Cruise and Down
shifts

Options and Accessories

Squeaks and Rattles-Correct Minor Ones Which


can Be Eliminated by Tightening of Loose Nuts
or Bolts, Or by applying Lubricant

Heater and Air Conditioning

Steering Column Ignition Lock

Operation of Windshield Wiper and Washer for


Pattern, Speed, and parking Position (includes
aim washer if necessary)

Instruments and Gages

Wind Noise

Cruise control

Throttle controls for Free Operations


Steering (wheel center position and handling)/
SSPS (Speed Sensitive Power Steering)
Brakes (Includes parking brake and warning light)

5. Appearance
Inspect condition and perform detail operation
Remove Exterior Protective Shipping Material (s)
Wash Vehicle
Check for proper assembly, fit and retention of parts and components, such as;
Bumpers

Grille

Emblems

Moldings

Sill plates

Roof rack

Exterior finish
Detail Clean up-Remove overspray, Cement, Weatherstrip Sealer, etc.
Touch-Up-Chipped Paing (brush or aerosol spray)
Hand Polish-Minor Painting Imperfections by Wet Sanding with 600-Grit paper or Hand Compounding
Interior trim and carpets protective coverings, clean as required, inspect:
Instrument Panel

Trunk Trim

Console

Carpet

Battery

Jack

Interior Moldings and Hard


Trim for Fit, Overspray, Polish,
Sealer and Adhesive Clean As
Required

Sun Visor

Seats

Door Trim Panels

Headliner

Spare Wheel

Vehicle Tools

Kick Pads
Delivery Report
Complete Ownership Registration Card

Above Services

Complete Owner and Selling Dealer Information And Review and Explain Along with the Maintenance Schedule

Performed by

Date

TECHNICIAN

Deliver Service Guide Booklet to Owner


Demonstrate Operation of All Accessories & Options

Delivered

Appendix 15 (Part 2 of 2). Pre-Delivery Inspection Sheet

A - 19

Date

APPENDIX

A-14. OWNERSHIP REGISTRATION CARD


Owner Service No.

Model

(O.S. No.)
Vehicle Ident. No.
(VIN)
Engine No.

Date of Delivery

Mileage at Delivery

Shipping Date

Owners Name

Owners Phone No.


Street

Owners Address
City

County
Dealers Name

Owners Signature
Dealers Signature

Appendix 16. Vehicle Identification

A - 20

APPENDIX

A-15. MAINTENANCE RECORD


1st MAINTENANCE
SERVICE

2nd MAINTENANCE
SERVICE

3rd MAINTENANCE
SERVICE

4th MAINTENANCE
SERVICE

Date

Date

Date

Date

Miles

Miles

Miles

Miles

Signature

Signature

Signature

Signature

Dealer stamp

Dealer stamp

Dealer stamp

Dealer stamp

5th MAINTENANCE
SERVICE

6th MAINTENANCE
SERVICE

7th MAINTENANCE
SERVICE

8th MAINTENANCE
SERVICE

Date

Date

Date

Date

Miles

Miles

Miles

Miles

Signature

Signature

Signature

Signature

Dealer stamp

Dealer stamp

Dealer stamp

Dealer stamp

9th MAINTENANCE
SERVICE

10th MAINTENANCE
SERVICE

11th MAINTENANCE
SERVICE

12th MAINTENANCE
SERVICE

Date

Date

Date

Date

Miles

Miles

Miles

Miles

Signature

Signature

Signature

Signature

Dealer stamp

Dealer stamp

Dealer stamp

Dealer stamp

Appendix 17. Maintenance Record

A - 21

APPENDIX

A-16. FIELD TECHNICAL REPORT


FTR Number

Report Date

FIELD TECHNICAL REPORT

2005001
COUNTRY

Taiwan, R.O.C

DISTRIBUTOR
CODE

ATIA

SUBJECT

Autotransmission abnormal shift

REPLY
NEED
NO NEED

MODEL

DEALER
CODE

VIN NO.

ENGINE
NO.

KM
READING

DELIVERY
DATE

REPAIR
DATE

CM500S

D001

KPTP1C17S1P013743

002954

13396

2001-07-05

2002-01-08

1. Nature of complaint:

Jan.15.2005

NATURE CODE: N25

(Please describe in detail and attach relevant figures or photograph on the reverse side is necessary.)

Autotransmission produces abnormal shift under condition from 1st to 4th.

ATTACHMENTS
PHOTO
PART
OTHERS
REPLACED
PART NO.

140 270 05 06
210 250 05 02
140 270 65 00
140 277 36 14
Frequency of same complaint
Period: 2002.01.01~2002.01.15
Number of cases: 1
Frequency: About

0.5

Condition at the time of Complaint

2. Probable cause:

CAUSE/PAINT CODE: R12


CAUSAL PART NO.: 140 270 05 06

After disassembling autotransmission, we found some damaged parts including


all clutch disc sets, control valve body and converter ass'y. This problem due to
inner parts happen seized of contorl valve body, So led to above mentioned parts
serious worn and damage occurred.

EN
IM
C
E
SP

Therefore, it causes transmission happen abnormal shift condition.

3. Corrective action taken:

OPERATION CODE: 5510110

Replace above mentioned damage parts and refill new fluid.

4. Corrective action taken result:


After overhauling with new parts , and also perform road test.
The test result is O.K.

C. { Mostly when using:


{ Brakes
{ Heater/air conditioning
{ Rear window defog
{ Steering wheel
{ Wiper/washer
{ Starter
{ Clutch
{ Radio/power antenna
{ Other
D. { When engine is:
{ Idling
{ Being started
z Warming-up

5. Recommendation:

Reporter: Dennis Lin

When does it happen?


A. { Car not moving and engine stopped
B. { When car is moving and mostly:
{ During braking
{ During change from acceleration to
coasting
{ When shifting from forward to reverse
{ During turning
{ At
km/h
{ On rough roads
z In
any
gear or rage
{ While decelerating (increasing load)
z At any speed
{ While decelerating (coasting)

z Hot
{ Cold

Does it?
{ Vary with car speed?
{ Vary with engine speed?
{ Vary with engine load (acceleration)?
{ Vary with trunk load?
Title: Service manager

Signature: Dennis

Appendix 18. Field Technical Report

A - 22

How does it happen?


{ Always
{ Comes and goes
{ After

km

APPENDIX

FTR Number

Report Date

FIELD TECHNICAL REPORT


COUNTRY

REPLY
NEED

DISTRIBUTOR
CODE

NO NEED

SUBJECT
MODEL

DEALER
CODE

VIN NO.

1. Nature of complaint:

ENGINE
NO.

KM
READING

DELIVERY
DATE

NATURE CODE:

(Please describe in detail and attach relevant figures or photograph on the reverse side is necessary.)

ATTACHMENTS
PHOTO
PART
OTHERS

REPAIR
DATE

REPLACED
PART NO.

Frequency of same complaint


Period:
Number of cases:
Frequency: About

Condition at the time of Complaint

2. Probable cause:

CAUSE/PAINT CODE:
CAUSAL PART NO.:

3. Corrective action taken:

OPERATION CODE:

4. Corrective action taken result:

C. { Mostly when using:


z Brakes
z Heater/air conditioning
z Rear window defog
z Steering wheel
z Wiper/washer
z Starter
z Clutch
z Radio/power antenna
z Other
D. { When engine is:
z Idling
z Being started
z Warming-up

5. Recommendation:

Reporter:

When does it happen?


A. { Car not moving and engine stopped
B. { When car is moving and mostly:
z During braking
z During change from acceleration to
coasting
z When shifting from forward to reverse
z During turning
z At
km/h
z On rough roads
z In
gear or rage
z While decelerating (increasing load)
z At any speed
z While decelerating (coasting)

z Hot
z Cold

Does it?
{ Vary with car speed?
{ Vary with engine speed?
{ Vary with engine load (acceleration)?
{ Vary with trunk load?
Title:

Signature:

Appendix 18. Field Technical Report

A - 23

How does it happen?


{ Always
{ Comes and goes
{ After
km

APPENDIX

A-17. POST WARRANTY APPROVAL REPORT


POWA REQUEST

REPORT DATE

NUMBER

POST WARRANTY APPROVAL REPORT

2004001
COUNTRY

2004/07/08
BAHRAIN

DIST. CODE

MBHA

IN STOCK

ACTION TAKEN

DLER. CODE

0000

AT PDI

ATTACHMENTS SHEETS

AFTER DELIVERY

VEHICLE DETAILS
MODEL

V.I.N.

ENGINE NO.

KM-READING

DELIVERY DATE

REPAIR DATE

MUSSO

KPTE0B19S1P237676

009910

35173

2001-10-19

2004-07-07

DEFECT CODE
NATURE CODE

N09

Overheated

CAURE CODE

N08

Bent, Kinked, twisted, distorted, warpde

VEHICLE REPAIR HISTORY


AT KM. SERVICE

DESCRIPTION OF WORK DONE

1000

DONE ON 2001/10/20

5000

DONE ON 2002/02/27

10000

DONE ON 2002/07/03

15000

DONE ON 2002/11/24

20000

DONE ON 2003/03/29

25000

DONE ON 2003/09/29

30000

DONE ON 2004/01/24

35000

DONE ON 2004/06/23
PLEASE FILL IN THE FOLLOWING DETAILS.

PF

PART NO.

PART NAME or
SUBLET EXPLANATION

1040102920

CYLINDER HEAD

1620163420

HEAD GASKET

1110532101

VALVE INTAKE

1110501227

VALVE EXHAUST

6120500058

VALVE SEAL

0022037675

THERMOSTAT

PART
QTY

UNIT PART
PRICE

PART
REQUEST
AMOUNT

OPCD

HR

LABOR
REQUEST
AMOUNT

$622.53

$827.96

1312500

6.3

$75.60

$25.16

6.3

$75.60

EN
IM
C
E
SP
1

$18.92

12

$5.99

$95.60

12

$7.84

$125.13

12

$4.81

$76.77

12

$10.83

$172.85
$1.45

0159972348

O RING

$1.09

1615423117

COOLANT SENSOR

$3.13

$4.16

OSP80001

Engine Oil

20

$5.00

$100.00

$1,504.68

72

$680.14

$1,429.08

TOTAL

DETAILS OF THE WORK TO BE CARRIED OUT


ENGINE OVERHEATING AND WATER GETTING LESS DUE TO CYLINDE HEAD AND HEAD GASKET FAILURE.
CYLINDER HEAD,GASKET,VALVES AND VALVE SEALS NEED TO BE REPLACED.
COMMENTS FROM TECH. SERVICE MANAGER - CARS
IN EVERY SUMMER WE ARE RECEIVING OVERHEATING COMPLAINTS ESPECIALLY FROM MUSSO MODELS
DUE TO QUALITY PROBLEM WHICH HAS TO BE IMPROVED BY SYMC.
APPROVED / REJECTED BY Ssangyong Motor Company
APPROVED :

REJECTED :

DATE :

Appendix 19. Post Warranty Approval Report

A - 24

APPENDIX

POWA REQUEST
NUMBER

REPORT DATE

POST WARRANTY APPROVAL REPORT


DIST. CODE

COUNTRY
ACTION TAKEN

IN STOCK

MODEL

V.I.N.

DLER. CODE
AT PDI

ATTACHMENTS SHEETS
AFTER DELIVERY

VEHICLE DETAILS
ENGINE NO.

KM-READING

DELIVERY DATE

REPAIR DATE

DEFECT CODE
NATURE CODE

CAURE CODE
VEHICLE REPAIR HISTORY

AT KM. SERVICE

DESCRIPTION OF WORK DONE

A
PLEASE FILL IN THE FOLLOWING DETAILS.
PF

PART NO.

PART NAME or
SUBLET EXPLANATION

PART
QTY

UNIT PART
PRICE

PART
REQUEST
AMOUNT

TOTAL
DETAILS OF THE WORK TO BE CARRIED OUT

COMMENTS FROM TECH. SERVICE MANAGER - CARS

APPROVED / REJECTED BY Ssangyong Motor Company


APPROVED :

REJECTED :

DATE :

Appendix 19. Post Warranty Approval Report

A - 25

OPCD

HR

LABOR
REQUEST
AMOUNT

MEMO
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EDITION HISTORY
No.

CODE NO.

PRINTING DATE

MODEL YEAR

WPPM-2J-400B

Nov. 2002

2002

WPPM-5F-200A

Jun. 2005

2005

WARRANTY POLICY &


PROCEDURE MANUAL
ISSUED BY
OVERSEAS A/S TEAM
SSANGYONG MOTOR CO., LTD.
150-3, CHILGOI-DONG, PYUNGTAEK-SI
GYEONGGI-DO, 459-711 KOREA
TELEPHONE : 82-31-610-2740
FACSIMILE : 82-31-610-3762

NOTE: All rights reserved. Printed in SSANGYONG Motor Co., Ltd.


No part of this book may be used or reproduced without the
written permission of Overseas A/S Team.

REMARKS