Warranty 3

DENSO addresses the warranty claim process

By adhering to the company’s stated warranty returns policy, claims can be dealt with quickly, efficiently and as hassle-free as possible. In addition, DENSO uses its warranty investigation to improve product quality and quickly detect quality issues in the market, to minimize inconvenience to its customers.

DENSO is a renowned original equipment (OE) manufacturer trusted by vehicle manufacturers across the globe to supply reliable and dependable components that conform with rigorous technical specifications and perform to high demanding standards. However, even with this level of product quality, occasionally problems can occur, and a warranty claim needs to be made.

So, to avoid further unnecessary problems and delays, it is important for workshops to know and follow the correct procedure to ensure that the claim is handled smoothly, efficiently and with the minimum possible delay, which means there are some basic rules that must be observed during the claim handling process.

It is worth noting however, that incorrect fitment of the component is the primary reason why warranty claims are rejected, which is why DENSO is committed to training and education, to allow technicians to understand the fitting requirements, follow the correct processes and avoid any potential pitfalls, to complete a successful installation of the replacement part because the main objective is to achieve customer and end-user satisfaction.

However, should a claim need to be made, in line with DENSO’s general warranty returns policy and Terms & Conditions, the first step is to provide the complete details of the vehicle that the claim refers to, which includes the make and model, engine code, month and year of vehicle production and the VIN, as well as the date/mileage at the time the component was installed and, if it is different, the date/mileage of the subsequent repair.

It is also important to correctly describe the details of the defect, as simply stating it ‘does not work’ is not a sufficient description to allow the company’s quality assurance and warranty investigation engineers to make an assessment. So, details about the end user’s complaint, such as under what conditions the fault did, or does occur, in warm or cold conditions, when in traffic or travelling at speed, for example, must be explained. In addition, for a component that can be tested, diagnostics report with TDC (trouble defect code) to prove that it was installed correctly, as well as the results of the tests, must be submitted and this will help smooth the handling process.

The failed unit must also be returned to the wholesaler that supplied it, wherever possible in its original DENSO packing, and must not have been damaged, dismantled or modified. In addition, if it’s an air conditioning compressor, it must be returned with its seals or covers mounted on the inlet and outlet ports.

Further details of the DENSO Aftermarket program are available online at: www.denso-am.eu

Footnote for DENSO distributors:

Whenever sending a claim to DENSO, please also consider the impact on our environment in terms of transportation of parts to DENSO, as well as the return of any rejected claims to you.

Our warranty system called iClaim, gives us the possibility to do a pre-judgement based on your information and pictures. From this we can decide if you need to send the part to DENSO for investigation.

In iClaim, you also have the possibility to indicate if you do not need the investigated part to be returned to you.