Dealer s Guide K-Link Warranty Application Komatsu Forklift USA, Inc. Version 11022008-1.13 English
Copyright/Trademark Information 2006-2008 Snap-on Business Solutions Inc. All rights reserved. Net-Compass is a trademark of Snap-on Business Solutions Inc. All other marks are trademarks or registered marks of their respective holders. Pictures are for illustration purposes only. Specifications are subject to change without notice. Contents 1. Getting Started...5 Log In...5 Main Page...6 Navigate to Application Functions...7 Location Links...7 Update Account Information...8 2. Basic Features...9 Make a Quick Search...9 Make an Advanced Search...10 Search for a Claim...10 Search for a Truck...11 Search for a Customer...12 Search for a Customer Warranty Registration...13 Select Information with the Search Icon...14 Change Page Settings...15 Sort Information...16 Print Information...16 Enter Dates...17 Enter Information in Required Fields...17 Page Through Information...18 Add Attachments...19 2 K-Link Warranty Application Dealer s Guide 11022008-1.13
3. Truck Management...21 Truck Management Page...21 Truck Management Page Tabs...22 Change a Major Component...23 4. Truck Activity...24 5. Receiving Inspection Reports...25 Receiving Inspection Reports Page...25 Create a Receiving Inspection Report...26 View a Receiving Inspection Report...27 6. Pre-Delivery Inspection Reports...28 Pre-Delivery Inspection Reports Page...28 Create a Pre-Delivery Inspection Report...29 View a Pre-Delivery Inspection Report...30 7. Customer Warranty Registrations...31 Customer Warranty Registrations Page...31 Draft Registrations...32 Add a Customer Warranty Registration...33 Transfer a Customer Warranty Registration...36 Add a Customer to the Select Customer List...37 Submitted Registrations...38 8. Claims...39 View the Claims Process...39 Start the Claims Process...40 Claim Form: Standard...41 Create a Standard Claim...42 View Information for a Claim In-Progress...45 Submit a Claim...46 View the Status of a Claim...46 Create a Parts Only Claim...47 K-Link Warranty Application Dealer s Guide 11022008-1.13 3
Request Pre-Authorization...49 Pre-Authorization Criteria...49 Submit a Pre-Authorization Request...49 Create a Returned Goods Authorization (RGA)...50 Respond to Requests for Additional Information...51 9. Returned Goods Authorizations (RGAs)...52 10. KPP Machine Enrollments...53 KPP Machine Enrollment Business Process Page...53 Add a KPP Machine Enrollment...54 Confirm the Status of a KPP Machine Enrollment...57 11. Transfer Requests...58 12. Recall Campaigns...60 View Recall Campaign Active Trucks...60 View Information for a Truck...61 File a Recall Campaign Claim: Truck Management...62 File a Recall Campaign Claim: Claims Section...65 13. Customer Information...67 Search for a Customer...68 Add a Customer...69 14. Load Capacity Requests...70 15. Data Plate Requests...76 16. Reports...78 4 K-Link Warranty Application Dealer s Guide 11022008-1.13
1. Getting Started This chapter explains how to log on to the Web site, provides an overview of the main page and the navigation pane, and shows how to update your account information. Log In All access, privileges, and authority are based on each user s user name and password. A user has access to those trucks for which his/her dealership is the servicing dealer. 1. Open Microsoft Internet Explorer. 2. In Explorer s Address bar, type the Web site s URL www.k-link-warranty.com 3. Press Enter to open the Login dialog box. 4. Type your user name and password. 5. Optional: Select Remember me only if you want the Web site to recognize you each time you return to the site. Your user name will appear automatically, and you will only need to type your password. Note: For security reasons we do not recommend using this feature. 6. Click Login to open the main page. Note: By clicking Login, you agree to accept our Web site agreement. K-Link Warranty Application Dealer s Guide 11022008-1.13 5
Main Page 3 4 5 6 1 8 2 7 1 The navigation pane allows you to navigate quickly through application functions by expanding or closing folders. When you select a folder, the main pane displays the available options. 2 Drag the splitter bar to adjust the relative width of the navigation pane and main pane. 3 The Warranty menu provides options for creating new claims, new parts-only claims, receiving inspection reports, pre-delivery inspection reports, customer warranty registrations, KPP machine enrollments, and servicing dealer transfer requests. It also includes an advanced search option. 4 Click My Account to edit your account information. 5 Click Logoff to log off the Web site. 6 Click Help to access user help and view application version information. 7 The Folder Icons/Links in the main pane allow you to access major application functions quickly. 8 Important information from Komatsu appears on the right side of the main pane. 6 K-Link Warranty Application Dealer s Guide 11022008-1.13
Navigate to Application Functions The navigation pane allows you to navigate quickly through application functions by expanding or closing folders. When you select a folder, the main pane displays the available options. Click to expand a navigation level. Click to close a navigation level. Location Links Links at the top of the main pane show the path to your current location in the application. Each step in the path is a link. Clicking a link returns you to the previous link. K-Link Warranty Application Dealer s Guide 11022008-1.13 7
Update Account Information Click My Account in the navigation pane or click the My Account link on the main page. Type necessary changes and click Save. 8 K-Link Warranty Application Dealer s Guide 11022008-1.13
2. Basic Features Make a Quick Search When a page contains a long list of items, make a quick search to limit the list by one of the page s Find in search options. Narrowing a list helps you find a specific item more quickly. 1 2 3 4 1 Select a search option. 2 Type search criteria. 3 Click Go to list the items that match your criteria. 4 Click Reset to redisplay the entire list of items. K-Link Warranty Application Dealer s Guide 11022008-1.13 9
Make an Advanced Search Use the advanced search feature when you need to search for trucks, customers, customer warranty registrations, or claims that fit certain criteria. Select Advanced Search from the navigation pane or the Warranty menu. The Advanced Search page opens. Search for a Claim 1 8 2 4 3 5 6 7 1 Select Claims. 2 Type information in text boxes. 3 Click. A list of items retrieved from information stored in the application opens. Select an item from the list box. 4 Select items from list boxes. 5 Click. A calendar opens. Select a month and date. 6 Click Go. Claims matching your search criteria will be listed in the Available Records section of the page. 7 Click Reset only if you want to clear all search fields. Note: Entering as many search criteria as possible narrows the search, producing a smaller list of claims to browse through to find the one you want. An advanced search displays a single record when only when claim meets all the criteria you entered. 8 To view more search results at a time, click to hide the search criteria fields and expand the Available Records field. 10 K-Link Warranty Application Dealer s Guide 11022008-1.13
Search for a Truck 1 8 2 4 3 5 6 7 1 Select Trucks. 2 Type information in text boxes. 3 Click. A list of items retrieved from information stored in the application opens. Select an item from the list box. 4 Select items from list boxes. 5 Click. A calendar opens. Select a month and date. 6 Click Go. Trucks matching your search criteria will be listed in the Available Records section of the page. 7 Click Reset only if you want to clear all search fields. Note: Entering as many search criteria as possible narrows the search, producing a smaller list of trucks to browse through to find the one you want. An advanced search displays a single record when only when truck meets all the criteria you entered. 8 To view more search results at a time, click to hide the search criteria fields and expand the Available Records field. K-Link Warranty Application Dealer s Guide 11022008-1.13 11
Search for a Customer 1 6 2 3 4 5 1 Select Customers. 2 Type information in text boxes. 3 Select an item from the list box. 4 Click Go. Customers matching your search criteria will be listed in the Available Records section of the page. 5 Click Reset only if you want to clear all search fields. Note: Entering as many search criteria as possible narrows the search, producing a smaller list of customers to browse through to find the one you want. An advanced search displays a single record when only when customer meets all the criteria you entered. 6 To view more search results at a time, click to hide the search criteria fields and expand the Available Records field. 12 K-Link Warranty Application Dealer s Guide 11022008-1.13
Search for a Customer Warranty Registration 1 8 3 2 4 5 6 7 1 Select Registrations. 2 Select an item from the list box. 3 Type information in the text box. 4 Click. A list of items retrieved from information stored in the application opens. Select an item from the list box. 5 Click. A calendar opens. Select a month and date. 6 Click Go. Customer warranty registrations matching your search criteria will be listed in the Available Records section of the page. 7 Click Reset only if you want to clear all search fields. Note: Entering as many search criteria as possible narrows the search, producing a smaller list of customer warranty registrations to browse through to find the one you want. An advanced search displays a single record when only when registration meets all the criteria you entered. 8 To view more search results at a time, click to hide the search criteria fields and expand the Available Records field. K-Link Warranty Application Dealer s Guide 11022008-1.13 13
Select Information with the Search Icon When appears with a field, you can either type a key to the information or click and select the information. For example, a form may include a customer field: Method #1: Type Information In this example, you would type the customer number. The customer name fills in automatically after you type the number. Method #2: Select Information Click. A window lists information applicable to the field (customers, in this example). Click an item to highlight it and click OK. The item appears in the field and information automatically fills in the related fields. In this example, address information fills in automatically after you select the customer. 14 K-Link Warranty Application Dealer s Guide 11022008-1.13
Change Page Settings Use the Settings button to add or remove columns, change column order, and adjust column widths. Settings are linked to user names. The application will apply your settings each time you log on. To change settings on a page, click Settings to open the Grid Settings dialog box. 2 1 3 4 5 6 7 1 Click a line to highlight it. 2 Click a checkbox to remove the checkmark. The column will be removed from the page. 3 Type a different number to change the width of the highlighted column on the page. 4 Click to move the highlighted column up in the dialog box and to the left on the page. 5 Click to move the highlighted column down in the dialog box and to the right on the page 6 Click Save to save your changes. 7 Click Close to close the dialog box. K-Link Warranty Application Dealer s Guide 11022008-1.13 15
Sort Information When a page lists a large number of items, you can sort items by clicking column headers. For example, clicking Serial #, sorts trucks by serial number. The first time you click a column header, a small downward-pointing arrow appears after the header, indicating a descending sort order. When you click the header again, the arrow points upward, indicating an ascending sort order. Numbers are sorted in numerical order (1-9) and letters are sorted in alphabetical order (A-Z). Numbers are sorted in reverse numerical order (9-1) and letters are sorted in reverse alphabetical order (Z-A). Print Information When you click Print at a page, the information is saved and printed as a PDF. 16 K-Link Warranty Application Dealer s Guide 11022008-1.13
Enter Dates To enter a date, click. A calendar opens. 1 2 3 4 5 6 1 Click to display the previous year. 2 Click to display the previous month. 3 Click to display the next month. 4 Click to display the next year. 5 A box indicates today s date. 6 Click a date. The calendar closes and the selected date appears in the text box. Enter Information in Required Fields Fields in which you must enter information show field names in red. After you enter information in a required field, the label changes to black. K-Link Warranty Application Dealer s Guide 11022008-1.13 17
Page Through Information When a section of information fills multiple pages, click the paging buttons to move forward and back through the information. 1 2 3 4 1 Click to display the first page. 2 Click to display the previous page. 3 Click to display the next page. 4 Click to display the last page. 18 K-Link Warranty Application Dealer s Guide 11022008-1.13
Add Attachments 1. Click. The Attachments page opens. 2. Click Add. The Attachment window opens. 3. Click Browse and select the file to attach. The selected file name will appear after File name. 4. Type a description of the attachment. K-Link Warranty Application Dealer s Guide 11022008-1.13 19
5. Click Save. The Attachment page will list the attachment. Note: The file size of an attachment must not exceed 1 MB. To stay within that limit, save documents in.txt or.pdf format and save images in a format such as.jpg or.gif. 6. Click Close. indicates the number of attachments. Note: If the Attachments button does not indicate the presence of an attachment after uploading the file, click Calculate. 20 K-Link Warranty Application Dealer s Guide 11022008-1.13
3. Truck Management Truck Management Page Click Truck Management in the navigation pane. The Truck Management page opens. Only trucks for which you are the servicing dealer are accessible. 1 3 2 4 5 6 7 1 Type a serial number and click. Current information for the truck is displayed 2 The truck s serial number, model, series, brand, and creation/modification dates are displayed. 3 Click Change Major Component to record the replacement of a major component. 4 Click a tab to view categories of information for the truck. 5 The selected tab displays up-to-date information. 6 Documents associated with the truck are listed with their status. 7 Click Add to link an additional document. Click Edit or Remove to modify or delete the selected document. Note: The page displays a Claims section below Associated Documents when a claim is initiated or preauthorization is requested. K-Link Warranty Application Dealer s Guide 11022008-1.13 21
Truck Management Page Tabs The tabs show categories of information for a truck. Available tabs vary by type of truck. Information on tabs is for viewing only. You cannot edit information directly on a tab. Tab Purpose Warranty Order/Invoice Info Dealer Info ITA Info Truck Info Major Component Info Other Info OEM Comments Shows warranty expiration hours and dates for the selected truck. Shows order and shipping information for the selected truck. Shows sold by and servicing dealer information for the selected truck. Shows Industrial Truck Association information for the selected truck. This tab is labeled according to the type of truck: electric, gasoline, ICE, etc. The tab shows information applicable to the type of truck Lists the original major components for the selected truck and any components that have been added or changed. Click Display History to view the history of component changes for the truck. Click Change Major Component from the Truck Management page to change a component. Shows miscellaneous information for the selected truck. Displays any comments added by Komatsu. 22 K-Link Warranty Application Dealer s Guide 11022008-1.13
Change a Major Component From the Truck Management page, click Change Major Component. The Change Major Component page displays the truck s current components and provides an area to enter information for replacement components. For any component in the Current section that needs to be replaced, type information for the replacement component in the New area. Then click Save. K-Link Warranty Application Dealer s Guide 11022008-1.13 23
4. Truck Activity Use the Truck Activity page to view the status of your reports, customer warranty registrations, claims, and other documents for a specified period. Click Truck Activity in the navigation pane. The Truck Activity page opens. 1 2 3 4 5 1 Select the period for which you want to view information and click Go. 2 View the status of an item. 3 Click an entry to highlight it. Click View to open the document. 4 View the status of a claim. 5 Click a claim to highlight it. Click View to open the claim. 24 K-Link Warranty Application Dealer s Guide 11022008-1.13
5. Receiving Inspection Reports Receiving Inspection Reports Page Click Receiving Inspection Reports in the navigation pane. The Receiving Inspection Reports page lists all submitted reports. 1 2 3 1 Narrow the list of Receiving Inspection Reports. 2 Click Add to create a new Receiving Inspection Report. 3 Click a report to highlight it. Then click View to view the highlighted report. K-Link Warranty Application Dealer s Guide 11022008-1.13 25
Create a Receiving Inspection Report 1. Click Add. The Select Truck page opens. Make a quick search to narrow the list to a specific truck. 2. Click OK. The Receiving Inspection Report form is displayed. 26 K-Link Warranty Application Dealer s Guide 11022008-1.13
3. Enter the received date, received hour meter reading, inspection date, and inspector name. Note: The received date must be greater than the ship date. 4. If the truck meets its purchase order specifications, select Yes. If the truck does not meet its purchase order specifications, select No and explain in the large text box. Note: All comments are e-mailed to our Quality Assurance Department. 5. Scroll down the form to view additional information to enter. 6. Select the applicable radio buttons. 7. Type comments for any Not OK selections. Note: All comments are e-mailed to our Quality Assurance Department. 8. Type additional comments, if appropriate. Note: Select Close only if you want to cancel the Receiving Inspection Report without saving any of the information you entered. 9. Click Submit to submit the report. The report will be displayed on the Receiving Inspection Reports page. View a Receiving Inspection Report 1. Click Receiving Inspection Reports. The Receiving Inspection Reports page opens. 2. Select the report from the list of available reports. 3. Click View. K-Link Warranty Application Dealer s Guide 11022008-1.13 27
6. Pre-Delivery Inspection Reports Pre-Delivery Inspection Reports Page Click Pre-Delivery Inspection Reports in the navigation pane. The Pre-Delivery Inspection Reports page lists all submitted reports. 1 2 3 1 When the list of reports fills multiple pages, narrow the list by doing the following: 1. Select Serial #, Model #, Dealer #, Dealer Name, Inspection Date, or Inspector Name. 2. Type the applicable serial number, model number, dealer number, dealer name, inspection date, or inspector name. 3. Click Go. Reports that match your criteria will be listed. 2 To create a new report, click Add. See page 29 for the procedure. 3 To view a report, select the report and click View. 28 K-Link Warranty Application Dealer s Guide 11022008-1.13
Create a Pre-Delivery Inspection Report Note: You must submit a Receiving Inspection Report before submitting a Pre-Delivery Inspection Report. 1. From the Pre-Delivery Inspection Reports page, click Add. The Select Truck page opens. Make a quick search to narrow the list to a specific truck. 2. Click OK. The Pre-Delivery Inspection Report form is displayed. 3. Click and select the pre-delivery inspection date. Note: The pre-delivery inspection date must be greater than the receive inspection date. K-Link Warranty Application Dealer s Guide 11022008-1.13 29
4. Type the hour meter reading and inspector name. 5. Enter required information in the inspection item fields. For most inspection items: If the truck meets specifications, select OK. If the truck does not meet specifications, select a problem description. Use this method in the following sections: Fluid Levels, Battery, Fuel Gasoline/Diesel, Electrical Operation, Adjustment/Operation, Tires, Steering, Hydraulic, Mast/Upright, General, and Attachments. For non-electric powered trucks only: An additional section labeled Check Engine RPMs contains text boxes instead of list boxes. Type the number of RPMs recorded from testing in each text box. 6. If appropriate, type additional comments in the Comments text box. Note: Select Close only if you want to cancel the Pre-Delivery Inspection Report without saving any of the information you entered. 7. Click Submit to submit the report. The report will be displayed on the Pre-Delivery Inspection Reports page. View a Pre-Delivery Inspection Report 1. Click Pre-Delivery Inspection Reports. The Pre-Delivery Inspection Reports page opens. 2. Select the report from the list of available reports. 3. Click View. 30 K-Link Warranty Application Dealer s Guide 11022008-1.13
7. Customer Warranty Registrations Customer Warranty Registrations Page Click Customer Warranty Registrations in the navigation pane. The Registration Workflow page displays folders for draft and submitted customer warranty registrations. Click Draft or Submitted to view draft or submitted customer warranty registrations. You can also click the corresponding folders in the navigation pane. K-Link Warranty Application Dealer s Guide 11022008-1.13 31
Draft Registrations From the Registration Workflow page, click Draft. The Draft Registrations page lists all current draft customer warranty registrations. You can add, view, edit, and remove customer warranty registration forms from this page. 1 2 3 4 1 When the list of registrations fills multiple pages, narrow the list by doing the following: 1. Select Truck Serial #, Truck Model #, Submitted/Created, Type, Dealer #, Dealer Name, Customer Name, Delivery Date, or Created By. 2. Type the applicable serial number, model number, submission/creation date, registration type, dealer number, dealer name. customer name, delivery date, or registration creator. 3. Click Go. Registrations that match your criteria will be listed. 2 To create a new registration, click Add. See page 33 for the procedure. 3 To open a draft registration to view, modify, print, add attachments, or submit, double-click the registration or select the registration and click Edit. 4 To delete a draft registration, select the registration and click Remove. Note: You can only modify or delete draft registrations, that is, registrations that have been saved but not submitted. 32 K-Link Warranty Application Dealer s Guide 11022008-1.13
Add a Customer Warranty Registration Note: You must submit a Receiving Inspection Report and Pre-Delivery Inspection Report before submitting a Customer Warranty Registration. 1. From the Draft Registrations page, click Add. The Select Truck page opens. Make a quick search to narrow the list to a specific truck. 2. Click OK. The Customer Warranty Registration form opens. K-Link Warranty Application Dealer s Guide 11022008-1.13 33
3. Click and select the date that the truck was delivered to the customer. Note: The customer warranty registration date must be greater than the pre-delivery inspection date. 4. Type the hour meter reading. 5. Click. The Select Customer window opens. 6. Click the appropriate customer name to highlight it. Then click OK. Note: For information on adding a new customer to the list, see the next section, Add a Customer to the Select Customer List. 7. The application automatically fills in the customer s address, SIC code, Order From state, and Ship To state. If necessary, select a different state. 8. Select the Order From and Ship To counties and type the number of miles to the customer site (one-way mileage from the dealer to the customer site). 9. If applicable, select Yes from the Configuration section list box. Fields for typing information will be displayed. Type applicable information in each field. 10. Click Save to save the draft registration. 34 K-Link Warranty Application Dealer s Guide 11022008-1.13
11. Print two copies of the Customer Warranty Registration form. 11.1 Click Print at the bottom of the Customer Warranty Registration form. A Print menu opens. Select Print Registration (for Customer) from the menu. 11.2 The form will be displayed in Adobe Reader. Print the form using the Adobe Reader Print icon or Print command. 12. Have the customer fill out the questions at the bottom of the form and sign and date the form. The customer should keep one copy and you should retain the other copy for your records. 13. Enter information from the printed form into the Customer Warranty Registration form in the application. 13.1 In the Customer Questions section and select Yes or No for each question. 13.2 Select Komatsu Dealer, Other Dealer, or Our Company to indicate who will perform service on the truck. 13.3 Select PM Contract, Full Maintenance Contract, or Call as Required to indicate the basis on which service will be performed. 13.4 Select Yes or No to indicate whether the truck is actually equipped as shown on the form. 13.5 Proceed to the Signature section. Type the name of the person who signed the form, click, and select the written on the form. 14. Click Submit. Note: It is the dealership s responsibility to maintain a permanent record of the original customer signed copy of the Customer Warranty Registration (CWR) report unless the dealership attaches an electronic copy (*.pdf, *.tif, *.jpg) of the original CWR to the On-Line Customer Warranty Registration. K-Link Warranty Application Dealer s Guide 11022008-1.13 35
Transfer a Customer Warranty Registration 1. Select the registration from the appropriate folder. The registration opens in the Customer Warranty Registration Transfer window. 2. Scroll to the New Customer section. 3. Click and select the customer to whom the truck is being transferred. The new customer s address, and contact information will fill in automatically. 4. Type the one-way mileage. 5. Click and select the effective date of the transfer. 6. Type the your meter value. 7. Optional: Type the name and select the date. 8. If applicable, add attachments to the form. 9. To print the form, click Print. 10. When you complete the form, click Save. 11. When you are ready to submit the form, click Submit. 36 K-Link Warranty Application Dealer s Guide 11022008-1.13
Add a Customer to the Select Customer List 1. From the Select Customer window, click Add. 2. The Customer window opens. 3. Click and select the customer s SIC code. 4. Type the customer s name, address, phone number, fax number, and e-mail address. 5. Click Save. K-Link Warranty Application Dealer s Guide 11022008-1.13 37
Submitted Registrations From the Registration Workflow page, click Submitted. The Customer Warranty Registrations page lists all submitted customer warranty registrations. You can view submitted customer warranty registration forms from this page. 1 2 1 When the list of registrations fills multiple pages, narrow the list by doing the following: 1. Select Truck Serial #, Truck Model #, Submitted/Created, Type, Dealer #, Dealer Name, Customer Name, Delivery Date, or Created By. 2. Type the applicable serial number, model number, submission/creation date, registration type, dealer number, dealer name. customer name, delivery date, or registration creator. 3. Click Go. Registrations that match your criteria will be listed. 2 To view a submitted registration, select the registration and click View. 38 K-Link Warranty Application Dealer s Guide 11022008-1.13
8. Claims View the Claims Process Select Claims from the navigation pane. The Claim Business Process page opens. The folders and links on this page display the basic steps in the claim process. Click a link to begin the claim process or view a claim at any stage of the process. Note: A draft claim is a claim that has not been submitted. You can edit claims listed in the Draft folder. You can also click links under Claims in the navigation pane to create or view a claim. K-Link Warranty Application Dealer s Guide 11022008-1.13 39
Start the Claims Process Start the claim process by one of the following methods. Open the Claim page and click Add. Then select Standard. The Select Truck page opens. Make a quick search to narrow the list to a specific truck. Click OK. The Claim form opens. Open the Claim page and click Add. Then select Parts Only. The Claim form opens with Parts Only showing as the claim type. Select New Claim from the Warranty menu. Select New Claim (Parts Only) from the Warranty menu. Select New Claim from any page at which the Warranty menu is available. The Select Truck page opens. Make a quick search to narrow the list to a specific truck. Click OK. The Claim form opens. Select Truck Management from the navigation pane, select the truck, and click Add under Claims. The Claim form opens. For information on using the Claim form, see the next page. 40 K-Link Warranty Application Dealer s Guide 11022008-1.13
Claim Form: Standard 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 1 Select the type of claim: Standard or Parts Only. 2 Type your claim number. 3 Click Truck History to view documents and claims associated with the selected truck. 4 Click Registration to view the registration form for the selected truck. 5 Enter claim information in the remaining sections of the page. 6 Click Calculate at any time while the claim is in progress to view the updated amounts. 7 Click Print to print the claim. 8 Click Attachments to attach or view documents submitted with the claim. 9 Click Create RGA to create a Returned Goods Authorization for returned parts. 10 Click Feedback to respond to requests for additional information from the administrator. 11 Click History to view the stages through which the claim has progressed. 12 Click Info at any time while the claim is in progress to view requirements and coverage. 13 Click Action to request pre-authorization or submit the claim. 14 Click Save to save the claim. 15 Click Close to close the claim without saving the most recent changes you made. K-Link Warranty Application Dealer s Guide 11022008-1.13 41
Create a Standard Claim 1. Open the Claim page and click Add. 2. Select Standard. The Select Truck page opens. When necessary, make a quick search to narrow the list to a specific truck. 3. Click OK. The Claim form opens with Standard showing as the claim type. Note: If the Select Recall Campaign window opens, click Close to open the standard claim form. 4. Type the number you are assigning to the claim. 5. Enter failure information and corrective action information. 6. Click and select the date the unit failed. 7. Click and select the date the unit was returned to service or to the customer after completion of repairs. 8. Type the failure hour meter reading. 9. Type the problem reported by the customer, the cause of the failure, and the corrective action. Note: It is important that you provide as much detail as possible here. 10. Click Major Failed Part. The Select Part page opens. Select the part number of the major part that failed. Note: This is the major component assembly, not the failed part. 42 K-Link Warranty Application Dealer s Guide 11022008-1.13
Examples: If you are repacking a tilt cylinder, you should select the Tilt Cylinder Assy part number. If you are working on an o-ring leak at the hydraulic control valve, select the hydraulic control valve part number. If you are working on a transmission control valve, select the transmission assy part number. If necessary, make a quick search for the part by part number or description. 11. Click OK. The part number and description appear in the Major Failed Part field. 12. If applicable, type the truck diagnostic system error code. 13. Click System Code. The Select System Code window opens. 14. Select the code. If necessary, make a quick search for the code by code or description. 15. Click OK. The code and description appear in the System Code box, and the Failure Code list box appears. K-Link Warranty Application Dealer s Guide 11022008-1.13 43
16. Select the failure code. The code and description appear in the Failure Code box. Note: Only one failure is allowed per claim. 17. Under OEM Parts Claimed, click Add Part. Fields for entering the part number and quantity appear. 18. Click Part #. The Select Part page opens. 19. Select the part number of a part for which you are making a claim. If necessary, make a quick search for the part by part number or description. 20. Click OK. The part number, description, default quantity, and price of the part appear. To change the quantity, type the new quantity and click Update. To change the part number or quantity, click Edit. To claim additional parts, click Add Part and enter the part number and quantity for each part. To claim non-oem parts, type the applicable part numbers and quantities. Note: When you finished entering part numbers, the total cost of the parts appears after Total Parts and the flat rate hours appear in the Labor section. 21. If additional labor was required beyond the flat rate hours shown, type the number of hours in the Additional Labor Req. box and type an explanation in the Dealer Comments box at the bottom of the Claim page. 22. If applicable, type the number of miles required to travel to the customer site. 23. If applicable, type the time required to pick up and deliver the customer s truck. 24. If applicable, type a description and the cost of out-sourced repair work. 44 K-Link Warranty Application Dealer s Guide 11022008-1.13
25. If appropriate, click in the Dealer Comments text box and type comments for the OEM to read. Note: The OEM will use the OEM Comments text box to address comments to you. 26. If applicable, click Attachments and select any documents required to accompany the claim. 27. Do one of the following: To save the claim to Draft, click Save. To submit the claim, click Action and select Submit. View Information for a Claim In-Progress The Claim page Info button provides information about coverage and requirements for the current claim. The information is updated as you enter additional information in the claim form. Note: If the Info window indicates both Parts Return required and Claim requires Pre- Authorization, do not create an RGA first the claim has not yet received Pre- Authorization. You must request Pre-Authorization first. Once Pre-Authorization is approved, you can create an RGA and return the parts. K-Link Warranty Application Dealer s Guide 11022008-1.13 45
Submit a Claim Click Action and select Submit. A message box indicates the coverage and status of the claim. Click Close in the message box to close the message. View the Status of a Claim Click the applicable Claims folder. Alternatively, open the Truck Activity page and view the status in the Claims section. From either page, you can also view the claim by selecting it and clicking View. 46 K-Link Warranty Application Dealer s Guide 11022008-1.13
Create a Parts Only Claim 1. Open the Claim page and click Add. Then select Parts Only as the claim type. 1 2 4 3 5 6 7 8 9 10 11 1 Type your claim number. 2 Click and select the failure date. 3 Click and select the part installation date. 4 Click and select the completion date. 5 Type the installed hour meter value. 6 Type the failure hour meter value. 7 Type, in detail, the customer complaint. 8 Type, in detail, the failure cause. 9 Type, in detail, the corrective action taken. 10 Optional: Select the major failed part and type the truck diagnostic system error code. 11 Click and select the system code. Then select the failure code. K-Link Warranty Application Dealer s Guide 11022008-1.13 47
2. Scroll to the Parts and Comments sections of the Claim form. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 1 Click Add Part. The form displays OEM Parts Claimed fields. 2 Click and select the applicable part number. The default quantity, unit price, extended price, part totals, and total reimbursement requested are displayed. 3 When necessary, type a different quantity and click update. The totals adjust automatically. 4 When appropriate, type additional information related to your request. 5 Click Calculate at any time while the claim is in progress to view the updated amounts. 6 Click Print to print the claim. 7 Click Attachments to attach or view documents submitted with the claim. 8 Click Create RGA to create a Returned Goods Authorization for returned parts. 9 Click Feedback to respond to requests for additional information from the administrator. 10 Click History to view the stages through which the claim has progressed. 11 Click Info at any time while the claim is in progress to view requirements and coverage. 12 Click Action to request pre-authorization or submit the claim. 13 Click Save to save the claim. 14 Click Close to close the claim without saving the most recent changes you made. 48 K-Link Warranty Application Dealer s Guide 11022008-1.13
Request Pre-Authorization Pre-Authorization Criteria You must request pre-authorization if a claim meets any of the following criteria: Total reimbursement requested is in excess of $1,000 Outside repair is in excess of $300 Unit is out of warranty Pickup and delivery are requested Claim will be submitted more than 30 days after repair completion date Travel mileage claimed is greater than one way mileage from dealer to customer When covered by KPP, non-oem part reimbursement is requested Submit a Pre-Authorization Request When you finish entering information for a claim, click Action and select Request Pre- Authorization. The claim moves to the Pre-Authorization Pending folder. K-Link Warranty Application Dealer s Guide 11022008-1.13 49
Create a Returned Goods Authorization (RGA) 1. To create a Returned Goods Authorization, click Create RGA. The RGA Form opens. 2. Type a tracking number. Note: If you do not know the tracking number, you can return to the RGA folder later and enter the tracking number. 3. If appropriate, type comments at the bottom of the form. 4. Click Save. When you submit the claim, the RGA form will be submitted with the claim. An RGA button for viewing the form and a Del RGA button for deleting the form replace the Create RGA button at the bottom of the Claim page. 5. Ship the parts. Note: RGA parts must be received onsite at the OEM no later than 15 days after the RGA is created. Otherwise, the claim will be automatically denied and moved to the Denied folder. 6. After receiving the parts, the administrator will select the Returned box for each part listed on the form. The status of the claim will change from Parts Return Pending to Review Pending. 50 K-Link Warranty Application Dealer s Guide 11022008-1.13
Respond to Requests for Additional Information If a claim moves to the Feedback Request folder, the administrator is requesting additional information before acting on the claim. To respond, do the following: 1. Select the claim in the Feedback Request folder. Then click Edit. The claim opens. 2. Click the Claim page Feedback button. The Feedback History window opens. The top portion of the window displays the administrator s request. 3. Type a response in the Message portion of the window. 4. Click Response. The claim moves from the Feedback Request folder to the next applicable folder in the process (the Review Pending folder or Pre-Authorization Pending folder, for example). Note: Feedback Requests must be received no later than 15 days from the feedback request date. Otherwise, the claim will be automatically denied and moved to the Denied Folder. K-Link Warranty Application Dealer s Guide 11022008-1.13 51
9. Returned Goods Authorizations (RGAs) Note: For information on creating a Returned Goods Authorization, see Create a Returned Goods Authorization (RGA) on page 50. To modify a Returned Goods Authorization: Click RGAs in the navigation pane. The RGA page opens. 1 2 3 4 1 Select Open, Received, or Denied from the Status list box to list the type of RGA you want to view or edit. 2 When the list of RGAs fills multiple pages, narrow the list by doing the following: 1. Select RGA #, Tracking #, Dealer #, Dealer Name, RGA Date, or Expired. 2. Type the applicable RGA number, tracking number, dealer number, dealer name, RGA date, or expiration status. 3. Click Go. RGAs that match your criteria will be listed. 3 To view an RGA, double-click the entry. 4 To modify an RGA, select the RGA and click Edit. Note: You can return to an RGA at any time to add a tracking number. 52 K-Link Warranty Application Dealer s Guide 11022008-1.13
10. KPP Machine Enrollments KPP Machine Enrollments allows you to create an extended warranty for a truck. KPP Machine Enrollment Business Process Page Click KPP Machine Enrollments in the navigation pane. The KPP Machine Enrollment Business Process page opens. The folder icons and links on this page show the KPP enrollment process. You can click these links or the links in the navigation pane to open the forms. 1 2 3 4 1 Click to create a draft KPP Machine Enrollment. 2 Click to list all your pending enrollments. 3 Click to list your approved enrollments. 4 Click to list your denied enrollments. K-Link Warranty Application Dealer s Guide 11022008-1.13 53
Add a KPP Machine Enrollment Note: You must create a Customer Warranty Registration before enrolling a truck in the program. 1. From the KPP Machine Enrollment Business Process page or the navigation pane, click Draft. The Draft page opens. 54 K-Link Warranty Application Dealer s Guide 11022008-1.13
2. Click Add. The Select Truck page opens. Make a quick search to narrow the list to a specific truck. 3. Click OK. The KPP Machine Enrollment form opens. K-Link Warranty Application Dealer s Guide 11022008-1.13 55
4. The Enrollment, Dealer, and Customer sections are complete. Scroll down the page to the Coverage section. 5. If applicable, select KPP Basic. Months and hours for basic coverage will be filled in automatically. To change the coverage term, type different numbers in place of the numbers displayed. 6. If applicable, select KPP Power Train. Months and hours for basic coverage will be filled in automatically. To change the coverage term, type different numbers in place of the numbers displayed. Note: You can select both KPP Basic and KPP Power Train. 7. If applicable, change the Dealer Responsible for Preventative Maintenance selection. Note: For KPP consideration, the dealership must attach an electronic copy (*.pdf, *.tif, *.jpg) of the Customer Application Survey to the KPP Application. 8. Do one of the following: To save the enrollment to Draft, click Save. To submit the enrollment, click Submit. 9. The following message appears. KPP Machine Enrollment forwarded to OEM for review. 10. Close Close. 56 K-Link Warranty Application Dealer s Guide 11022008-1.13
Confirm the Status of a KPP Machine Enrollment Click Truck Activity in the navigation pane. 1 When the OEM approves the enrollment, the status will change to Approved. To review the warranty coverage for the truck, click Truck Management in the navigation pane and make a quick search for the specific truck. The Warranty Info tab shows current coverage. 2 3 1 Status shows Review Pending 2 Basic and extended warranty coverage 3 Status changes to Approved K-Link Warranty Application Dealer s Guide 11022008-1.13 57
11. Transfer Requests Use this procedure to transfer servicing dealer authority for a truck to another dealer. 1. Click Servicing Dealer Transfer Requests in the navigation pane. The Transfer Request Business Process page opens. Note: To view pending, approved, or denied requests, click the applicable folder. 2. Click Draft. The Draft page opens. Note: To edit an existing request, select the entry, click Edit, and modify information as necessary. To delete an existing request, select the entry and click Remove. 3. Click Add. The Select Truck page opens. Make a quick search for truck you want to transfer. 58 K-Link Warranty Application Dealer s Guide 11022008-1.13
4. Click OK. The Servicing Dealer Transfer Request form opens. 5. Click and select the new dealer from the Dealer box. Dealer contact information is displayed. 6. Type the reason for the transfer. 7. Do one of the following: To save the request to Draft, click Save. To submit the request, click Submit. 8. Click Submit. 9. The following message appears. Servicing Dealer Transfer Request forwarded to OEM for review. 10. Close Close. Note: Confirm the status of the enrollment by clicking Truck Activity in the navigation pane. When the OEM approves the request, the status will change to Approved. K-Link Warranty Application Dealer s Guide 11022008-1.13 59
12. Recall Campaigns This chapter explains how to display a list of trucks included in a Komatsu recall campaign and how to file a claim on a listed truck. You can file a recall campaign claim from either the Truck Management page or the Draft Claims page. Both methods are explained in this chapter. View Recall Campaign Active Trucks To view recall campaign information, select Recall Campaign Active Trucks in the navigation pane. The Recall Campaigns Active Trucks page opens. 1 2 1 When the list of recall campaigns fills multiple pages, narrow the list by doing the following: 1. Select Recall Campaign, Serial #, Model #, Customer Name, Start Date, Claim #, or Description. 2. Type the applicable campaign number, serial number, model number, customer name, start date, or description. 3. Click Go. Campaigns that match your criteria are listed. 2 To view a recall campaign, select the campaign and click View. 60 K-Link Warranty Application Dealer s Guide 11022008-1.13
View Information for a Truck 1. From the Recall Campaign Active Trucks page, select Serial # and type the truck serial number. 2. Click Go. The Recall Campaign Active Trucks page opens with the truck selected. 3. Click View. The Truck information page opens. Click Documents to view any documents associated with the truck, such as a Receiving Inspection Report. Click Print to print the information. Click Close to close the Truck information page. K-Link Warranty Application Dealer s Guide 11022008-1.13 61
File a Recall Campaign Claim: Truck Management Note: You must submit a Receiving Inspection Report before filing a recall campaign claim. 1. Select Truck Management in the navigation pane. The Truck Management page opens. 2. Type the truck serial number and click. The Select Truck window opens with the truck selected. 62 K-Link Warranty Application Dealer s Guide 11022008-1.13
3. Click OK. The Truck Management page shows basic information for the selected truck. Scroll down to the Claims section of the page. Click this Add button 4. Click Add in the Claims section. A Claim form opens with most of the claim information already filled in, based on the Komatsu recall campaign. K-Link Warranty Application Dealer s Guide 11022008-1.13 63
5. Type your claim number, select the failure date, select the date on which corrective action was completed, type the failure hour meter value, type the corrective action, and type any relevant notes in the Dealer Comments section. 6. Click Print to print the form. 7. If you are not ready to submit the claim, click Save. Note: Click Close only if you want to close the form without saving the information you entered. 8. When you are ready to submit the claim, click Action and select Submit. 64 K-Link Warranty Application Dealer s Guide 11022008-1.13
File a Recall Campaign Claim: Claims Section Note: You must submit a Receiving Inspection Report before filing a recall campaign claim. 1. Select Claims in the navigation pane and select Draft. The Draft claims page opens. 2. Click Add and select Standard. The Select Truck window opens. 3. Select Serial # and type the truck serial number. 4. Click Go. The Select Truck window opens with the truck selected. K-Link Warranty Application Dealer s Guide 11022008-1.13 65
5. Click OK. A Claim form opens with most of the claim information already filled in, based on the Komatsu recall campaign. 6. Type your claim number, select the failure date, select the date on which corrective action was completed, type the failure hour meter value, type the corrective action, and type any relevant notes in the Dealer Comments section. 7. Click Print to print the form. 8. If you are not ready to submit the claim, click Save. Note: Click Close only if you want to close the form without saving the information you entered. 9. When you are ready to submit the claim, click Action and select Submit. 66 K-Link Warranty Application Dealer s Guide 11022008-1.13
13. Customer Information Click Customers in the navigation pane. The Customers page opens. 2 1 3 4 5 1 Narrow the customer list. For details, see the next section, Search for a Customer. 2 To view information for a customer, double-click the entry. 3 To add a customer, click Add. See Add a Customer for details. 4 To modify a customer entry, click the entry to highlight it. Then click Edit. Modify information as needed and click Save. The modified information is displayed on the Customer page. 5 To delete a customer entry, click the entry to highlight it. Then click Remove. Are you sure you want to delete 1 selected item(s)? is displayed. Click OK. The entry is deleted from the Customer page. K-Link Warranty Application Dealer s Guide 11022008-1.13 67
Search for a Customer When the customer list contains a large number of entries, use the following information to narrow the list. To view information for a specific customer select Name or Customer # from the search list box and type a name or number. To list customers according to location or SIC, select City, State/Prov, Country, SIC Code, or SIC Description from the Find In box and type your search criteria. 1 2 3 4 1 Select the type of criteria. 2 Type specific criteria. 3 Click Go to list the customers that match your criteria. 4 Click Reset to redisplay the entire list of customers. 68 K-Link Warranty Application Dealer s Guide 11022008-1.13
Add a Customer 1. From the Customers page, click Add. 2. The Customer window opens. 3. Click and select the customer s SIC code. 4. Type the customer s name, address, phone number, fax number, and e-mail address. 5. Click Save. K-Link Warranty Application Dealer s Guide 11022008-1.13 69
14. Load Capacity Requests Use this procedure to request a quote for a truck s load capacity based on the attachments added to the unit. You can request a maximum of three quotes, based on different attachment configurations. When the request is approved, you can use it to create a data plate. See also Data Plate Requests on page 76. 1. Click Load Capacities Request in the navigation pane. The Load Capacity Request Workflow page opens. Note: To view pending, approved, or complete requests, click the applicable folder. 2. Click Draft. The Draft page opens. Note: To edit an existing request, select the entry, click Edit, and modify information as necessary. To delete an existing request, select the entry and click Remove. 70 K-Link Warranty Application Dealer s Guide 11022008-1.13
3. Click Add. The Select Model page opens. Make a quick search for the model you need. 4. Click OK. The Capacity Request form opens. 5. To add a quote to the request, click Add In the Quotes section of the form. The Capacity Request window opens. K-Link Warranty Application Dealer s Guide 11022008-1.13 71
6. In the General section, select the mast type, tire type, MFH, and fork length. 7. In the Attachments section, select the Attachment 1 type and manufacturer. A blank Attachment 1 field with a Search icon appears. 8. Click and select the applicable attachment. 72 K-Link Warranty Application Dealer s Guide 11022008-1.13
9. Click OK. The Capacity Request window shows the selected attachment. 10. If a second attachment applies, select the Attachment 2 type, manufacturer, and attachment. 11. To add a second attachment with a new model, click New Model. The Add New Model window opens. 12. Select the applicable attachment type and manufacturer, type the model, and click Save. The Capacity Request window shows all the values you entered. K-Link Warranty Application Dealer s Guide 11022008-1.13 73
13. Click Save. The saved values appear in the Quotes section of the Capacity Request form. 14. To add one or two additional quotes, repeat steps 5 through 13 for each quote. Note: You can create a maximum of three quotes for a load capacity request. 15. To modify a quote, select the quote and click Edit. To delete a quote, select the quote and click Remove. 16. To print the Capacity Request form, click Print. 17. To save the Capacity Request form to submit later, click Save. The form is saved in the Load Capacities Request Draft folder. 18. To submit the Capacity Request form, click Submit. The form will be saved automatically and a message will be displayed. If the model supports automatic approval, the following message will appear. Request supports autoapproval criteria. Load Capacity calculation moved to Approved folder. The request is moved to the Load Capacity Request Approval folder. If the model does not support automatic approval, the model will be displayed in red text and the request will be moved to the Load Capacity Request Pending folder. A Komatsu administrator will review the request. 74 K-Link Warranty Application Dealer s Guide 11022008-1.13
19. To view the request from the Approved or Pending folder, select the request and click View. 20. To view a quote, select the quote and click View. To print the request, click Print. K-Link Warranty Application Dealer s Guide 11022008-1.13 75
15. Data Plate Requests A data plate is a physical metal plate attached to a truck on which the unit s load capacity is printed. You can request a data plate when a load capacity request has been approved. See also Load Capacity Requests on page 70. Note: You cannot create a data plate from a load capacity request that is based only on a model. 1. Select Load Capacities Request from the navigation pane. The Load Capacity Request Workflow page opens. 2. Click Approved. The Approved folder opens. 3. Select a load capacity request. 4. Click View. The Load Capacity Request form opens. 76 K-Link Warranty Application Dealer s Guide 11022008-1.13
5. Click Crate Data Plate. The Data Plate Request form opens. All fields are filled in automatically except Purchase #. 6. Type a purchase order number. 7. Click Submit. The data plate form is saved and is moved to the Data Plate Request Pending folder. A Komatsu administrator will review the request. 8. When a Komatsu administrator approves the data plate request, the request will be moved to the Approved folder, then to the Complete folder. From the Complete folder, you can view and print the data plate. Note: To submit a data plate request that has been saved but not submitted, select Data Plate Request from the navigation pane, select the request from the Data Plate Request page, click Edit to display the form, and click Submit. K-Link Warranty Application Dealer s Guide 11022008-1.13 77
16. Reports Use this procedure to generate a report on unregistered trucks for a specified range of shipping dates. 1. Click Reports in the navigation pane. The Reports window opens. 2. Double-click the Unregistered Trucks report entry or select the entry and click Open. 3. Select the range of dates on which to base the report. Click and select the beginning date from the Ship Date From list box. Click and select the ending date from the Ship Date To list box. 4. Select the format in which you want to create the report. 78 K-Link Warranty Application Dealer s Guide 11022008-1.13
5. Click Run.to generate the report. 6. Use the features of the application you selected to view and print the report. 7. When you finish, click Close the close the Reports window. K-Link Warranty Application Dealer s Guide 11022008-1.13 79