RAVO procedure for submission of guarantee claims by dealers

This procedure is covered by the conditions governing RAVO manufacturing guarantees.

Dealers submitting claims are assumed to be familiar with these conditions.

1. Before starting the repair, you must ensure that the machine is still under warranty
(less than 2,000 engine hours or less than 2 years following operationalisation,
whichever is reached first).
2. If the repair involves an OEM part, contact the nearest dealer of the OEM part
concerned.
3. If the estimated costs of repair are less than € 1,500, the repair can be started
immediately. If they are more than € 1,500, you must contact the RAVO Service
coordination unit, tech.helpdesk@ravo.nl, before starting and ask for permission to
carry out the repair and the service call number.
4. If you encounter difficulties during the repair and /or the repair takes longer than
normal, you must contact RAVO immediately and ask for the service call number (the
notification “contact made with RAVO / name of RAVO member of staff” will not be
accepted as part of a claim).

5. The following information must be included in a claim:

a. The full machine number.
b. The number of engine and sweeping hours.
c. The date on which the machine was brought in and repaired.
d. The parts which were used for the repair.
e. The number of man-hours, time spent travelling and kilometres travelled.
f. A description of the problem.
g. A description of the part that caused the malfunction.
h. A description of the work carried out.
i. A service call number, where relevant.
When carrying out work for third parties, a copy of the invoice must always be
included. This must be approved by RAVO by means of the service call number.
If man-hours, travelling time and kilometres are being claimed, a copy of the work
order for the repair in question must be attached or faxed through with the claim. If
the claim is being submitted via the Internet, then it must be faxed to the Guarantees
Department with the RAVO Warranty request number.
6. Claims can be submitted via the Internet. The dealer must have a log-in and access
to the Dealer’s user manual (RAVO page AS-400).
7. N.B.: Claims must be submitted within four weeks of a repair being completed.
8. By accepting a claim, RAVO becomes owner of the parts covered by the claim and
replaced during the repair. The submitter of the claim must keep the parts for RAVO
for 90 days so that RAVO can call them back within this time by means of a “warranty
call back sheet”. If it is not possible to return the parts to RAVO, then RAVO retains
the right to nullify the credit note relating to the claim by means of an invoice.
9. If the part being called back is not return to RAVO within 2 weeks, the claim will be
nullified by means of a debit invoice.

01-05-2005
PRO 336 Revision: 002 Revision date: 31-10-08