December 30, 2019 | Cummins Sales and Service
Please be aware of the following changes to Cummins warranty administrative requirement for all DOCs, SCRs, DPFs, ECMs installed on on-highway applications, purchased in the United States or Canada on or after January 01, 2020 and VG turbos equipped with electronic actuators purchased on or after October 1, 2018.
All Customer complaints that result in replacement of the above mentioned parts MUST be diagnosed on-engine by an authorized or certified Cummins Service Provider in order for these parts to receive New or ReCon parts warranty coverage. The Service Provider performing the diagnosis and repair MUST follow all Cummins published troubleshooting steps and service procedures in order to qualify failure of these parts for warranty coverage.
It is critical that Cummins recommended tools be used to complete the appropriate published troubleshooting steps for the symptom present to ensure that the root cause of failure is addressed by the repair performed. This prevents parts from being replaced unnecessarily, reduces Customer downtime, and prevents repeat repair visits.
Cummins analyzes returned parts to determine why they are replaced. This analysis has determined that many of these parts replaced under warranty are actually not failed or have a performance problem as a result of an issue in another engine system.
In an effort to improve diagnostic accuracy, Cummins shall no longer offer “over the counter” (OTC) parts warranty coverage for Customer and/or third party performed repairs on DOCs, SCRs, DPFs, ECMs and variable geometry turbochargers and electronic turbo actuators. If a warrantable failure is identified, Cummins warranty will pay for all parts and labor required to identify the issue, replace the component, and correct any progressive damage from the failure up to the extent of the coverage limitations. This new administrative requirement applies to all on-highway DOC, SCR, DPF and ECMS purchased after January 01, 2020 and turbos and actuators purchased on or after October 01, 2018. Cummins reserves the right to review suspected OTC claims filed on parts purchased on or after the above date and can deny coverage or bill-back claims for any repairs if published troubleshooting instructions were not followed by an authorized or certified Service Provider using appropriate tools during the course of the repair.
Over The Counter (OTC) Parts Warranty Exchange FAQ
Q. What are the changes to the warranty exchange process?
A. Effective for sales on/after January 1, 2020, Cummins aftermarket DOC, SCR, DPF and ECM, for on-highway applications in US and Canada, MUST be diagnosed on-engine by a Cummins authorized or certified repair location to be eligible for warranty coverage.
Cummins will no longer offer over-the-counter warranty exchange for parts purchased on/after this date.
The warranty coverage for these parts will not be impacted by this.
Q. Why is this change being made?
A. This warranty administration change is being made to ensure the best chance of making the RIGHT REPAIR for the customer.
The requirement for on-engine diagnostics and repair by a certified / authorized repair location will result in higher accuracy since repairs performed by non-certified or unauthorized locations cannot be guaranteed to follow CMI-published troubleshooting (i.e. QSOL) and/or use of CMI-specific service tools (i.e. EDS, INSITE). This helps to ensure the RIGHT REPAIR is being made by mitigating unnecessary turbo replacement, while minimizing overall customer downtime from repeat visits resulting from previously misdiagnosed or undiagnosed issues.
Q. Why can a customer purchase a turbo over-the-counter, but is now unable for warranty exchange over-the-counter?
A. Over-the-counter parts sales are available as a convenience to customers that choose to perform their own maintenance and repairs. The decision to stop offering over-the-counter exchange for Cummins aftermarket DOC, SCR, DPF and ECMs is in the spirit of making the RIGHT REPAIR for the customer.
Evaluation of warranty returns has revealed that many replacements are not associated with a product quality issue. As such, Cummins wants to ensure that the latest-and-greatest troubleshooting processes and service tools are used to for on-engine diagnosis, by Cummins certified or authorized repair locations, to mitigate unnecessary replacement, and resolve the true cause of the concern.
Q. Why am I unable to use a Cummins service tool that I purchased to complete the troubleshooting and repair?
A. In general, Cummins service tools allow for self-diagnosis, which may allow the customer to determine if a particular issue or symptom may be covered under an existing warranty; however, use of a Cummins service tool does not automatically qualify or authorize an individual to make a repair.
Q. Will this change result in any delays to parts availability?
A. No, this change does not have any relation to parts availability.
Q. Will any part number changes occur because of this updated warranty process?
A. No part numbers will be created or modified as a direct result of this change.
Still have questions? Call the Parts department at 508.668.3112.