Work Tool Warranty - GWTS

April 2014 Caterpillar: Confidential Green

 Special Points

Document is intended to be used for training

purposes only.
Global Warranty Service Guide is the safe-
source for all claiming requirements. Please
refer back to bulletins located on
‘https://warranty.cat.com’ for requirements.

CAT, CATERPILLAR, their respective logos, "Caterpillar Yellow", the "Power Edge" trade dress as well as corporate and product
identity used herein, are trademarks of Caterpillar and may not be used without permission.

©2014 Caterpillar All Rights Reserved.

April 2014 Caterpillar: Confidential Green

 “Work Tool Training Series”

 Global Work Tools and Services (GWTS)

 Building Construction Products (BCP) and
Compact Construction Equipment (CCE)
 Ground Engaging Tools (GET)
 Dealer Service Tools
 Cat® Hand Tools & Shop Supplies

April 2014 Caterpillar: Confidential Green

 “Work Tool Training Series”

 Global Work Tools and Services (GWTS)

 Building Construction Products (BCP) and
Compact Construction Equipment (CCE)
 Ground Engaging Tools (GET)
 Dealer Service Tools
 Cat® Hand Tools & Shop Supplies

April 2014 Caterpillar: Confidential Green

 GWTS Work Tools - Agenda

 Types of GWTS Work Tools

 Warranty Terms
 Reimbursement Practices
 Product Identifications
 Job Aid and Assistance Forms
 Claim Examples
 Supporting Resources
April 2014 Caterpillar: Confidential Green
 Global Work Tools & Services (GWTS)

 Former Balderson, Inc.

 Caterpillar Work Tools Services (CWTS)
 Caterpillar Work Tools manufactured by GWTS
 Including HEDC Excavator Buckets
 Including Forest Products
 Specifically Forks and Button Top Grapples

April 2014 Caterpillar: Confidential Green Bulletin 2.02

 Overland Park, Kansas
Den Bosch, Netherlands
Wamego, Kansas Aurora, Illinois
Akashi, Japan
Slough, United Kingdom Beijing, China Segami, Japan
Waco, Texas
Jacksonville, Florida
Monterrey, Mexico
Jakarta, Indonesia

Piracicaba, Brazil

Melbourne, Australia

April 2014 Caterpillar: Confidential Green

 GWTS Products

Mining Forestry Demolition

April 2014 Caterpillar: Confidential Green

 GWTS Products

Building Construction Industrial Heavy Construction

April 2014 Caterpillar: Confidential Green

 GWTS Products
Warranty Period / Scoring & Delivery Requirements

April 2014 Caterpillar: Confidential Green

Bulletin 2.02
 GWTS Products
Warranty Period / Scoring & Delivery Requirements

April 2014 Caterpillar: Confidential Green Bulletin 2.02

Requirements for SCORED vs. Non-SCORED Tools

Requirements for SCORED Tools: Requirements for Non-SCORED Tools:

 DO record the sale of the tool in the Caterpillar  DO NOT record the sale of the tool in the
SCORE (Sales Configuration Owner Report Caterpillar SCORE (Sales Configuration
System) Owner Report System)
 Perform a REQUIRED delivery service and  Perform an OPTIONAL delivery service
submit the Delivery Service Record to Caterpillar. and submit the Delivery Service Record to
Caterpillar
 IF shipment information is missing,
contact Global Sales and Reporting  Enter the customer’s name, address, and
delivery date information in SIMSi on the
 Call (309) 675-5694
“Customer Name and Address” screen
 Or send an e-mail to
 IF shipment information is missing from
“[email protected]”
SIMSi on non-SCORED Work Tools, contact
 IF the product is a hydraulic hammer, GWTS at 785-456-6339.
also complete the Warranty Registration
Form included in the literature packet that
is delivered with the tool.

April 2014 Caterpillar: Confidential Green

 Work Tool Warranty
Summary of Reimbursement Practices

Work Tool Warranty Summary of Reimbursement Practices

Repair Expense Allowance & Rate
Parts Reimbursable at D/N.
Service Items Reimbursable at D/N, if made unusable.
Parts Service Charges Reimbursable.
Repair Labor (only before delivery) Reimbursable, at cost labor rate.
Salvage Labor
Note: Removing and installing a welded-on Reimbursable at cost labor rate, if justified.
cutting edge is not considered Salvage Labor.
Shop Supplies Not Reimbursable as an itemized expense.
Overtime Labor Rate, Travel Time & Mileage,
Meals & Lodging, Freight Charges, Hauling Not Reimbursable.
Costs and Outside Repair Expenses

April 2014 Caterpillar: Confidential Green Bulletin 2.02

 Work Tool Warranty
Summary of Reimbursement Practices
What is Parts Salvage Labor?

 The time to perform salvage operations such as machining, cutting, burning, trimming,
bending, heating, welding, etc.

 It does not include the labor to disassemble and assemble the part or component
associated with the salvage operation.

 Salvage labor is reimbursed IF the Cat part can be satisfactorily repaired for a cost that
does not exceed 50% of the D/N price for a new or remanufactured part.

 Removing and installing a welded-on cutting edge is NOT considered Salvage

Labor.

April 2014 Caterpillar: Confidential Green

Bulletin 1.02
 When is the Equipment Protection Program (EPP)
Applicable for GWTS Hydromechanical Tools?

When EPP for Hydromechanical Tools coverage has been purchased.

 Plan will cover repair or replacement of failed component & resultant damaged Cat
parts.
 Special SMCS codes will be required.

EPP covers Select Components for the following Hydromechanical Tools:

 Multiprocessors
 Demolition and Sorting Grapples
 Orange Peel Grapples
 Hydraulic Hammers
 Hydraulic Pulverizers
 Hydraulic Crusher Equipments
* For more detailed information, please refer to Bulletin 5.44

April 2014 Caterpillar: Confidential Green

 GWTS Claiming Requirements
with Serial Numbers
Whenever possible, use the 8 digit Caterpillar Serial Number on the work tool.
 The Serial Number can be found on the Serial
Number Plate in the Serial Number Field
 Be sure to capture the correct Serial Number.
 In the example below, there is a Serial
Number for the Jaw, the Bracket, and the
Housing.

April 2014 Caterpillar: Confidential Green

 GWTS Products
Hydraulic Kit Serial Numbers
 The Serial Number for a Hydraulic Kit is found on the decal that is packed and shipped
in the the same crate as the kit.

 After a kit is installed, the dealer should place the decal in the cab of the machine

April 2014 Caterpillar: Confidential Green

 GWTS Claiming Requirements
with Serial Numbers
Whenever possible, use the Work Tool Serial Number
 Also enter the Machine Serial Number in the related Serial Number field, if available

Use the actual Part Causing Failure (PCF) numbers & group numbers
 Exception: when PCF isn’t a Cat part or group number, use substitute part numbers and
substitute group numbers
 Pages 5-6 of Bulletin 2.02 – “Work Tools”

Miscellaneous Expense Detail Line:

 Part numbers not in the Caterpillar Parts System must be claimed on one expense detail
line. The “Part Name/Expense Descriptions” field should have one of the following
abbreviations:
 Balderson parts (BDPRTS)
 Other manufacturer parts (OTHER)
 Cat Parts (CATPRT) – (If this is used, please call the service help desk.)
 Refer to Bulletin 1.27 – “Acceptable Misc. Description Codes” and Bulletin 2.02 – “Work
Tools”

April 2014 Caterpillar: Confidential Green

 GWTS Claiming Requirements
with Serial Numbers
Pictures:
 Attach pictures of the failure in SIMSi and reference the pictures to the Work Tool Serial
Number or the Caterpillar Claim Number in the Claim Story.

Story:
 If the Dealer Solution Network (DSN) was contacted, include the DSN ticket number
 Parts listed in the miscellaneous expense detail line – list part numbers, price, quantities, part
names, and D/N price

April 2014 Caterpillar: Confidential Green

 GWTS Products
Missing Serial Number Plate
If a GWTS Tool Serial Number Plate is Missing:
 Look for the protective frame and/or holes where the rivets were located
 On a GWTS Tool, the Serial Number should be stamped or etched into
the parent metal underneath the original location of the Serial Number Plate

April 2014 Caterpillar: Confidential Green

 GWTS Claiming Requirements
without Serial Numbers
When there is no 8 digit Caterpillar Serial Number on the work tool.

 Use the appropriate 99z

number in the Serial Number field
 Reference Bulletin 2.02 –
“Work Tools” to determine the
appropriate 99z Serial Number
 Explain in the Claim Story why
serial number could not be used
 Attach a photo of missing
number plate location or the
plate without a valid serial
number

April 2014 Caterpillar: Confidential Green Bulletin 2.02

 GWTS Claiming Requirements
without Serial Numbers
Determining appropriate use of the 99z Number
 99z70003
1. Non-serialized Work Tools with CWTS-A/AP or CWTCL on SN tag
2. Hydraulic Excavator buckets with a 9-digit ID number starting with 84EX on SN tag
3. Buckets with Weco BoksBurg on SN tag
4. Boom Lines Kits & Brackets without a SN tag (no image)
1

April 2014 Caterpillar: Confidential Green

Bulletin 2.02
 GWTS Claiming Requirements
without Serial Numbers
Determining appropriate use of the 99z Number
 99z70406
 Non-Serialized tags with the manufacturing reference to “The Netherlands”
 These tags are new and are phasing out the previous CWTS-E tags

April 2014 Caterpillar: Confidential Green Bulletin 2.02

 GWTS Claiming Requirements
without Serial Numbers

Determining appropriate use of the 99z Number

 99z00015
 Work Tools installed on other than Caterpillar serialized machines
 Excluding tools and components with 8-digit Caterpillar Serial Numbers

April 2014 Caterpillar: Confidential Green Bulletin 2.02

How to File a Work Tool Claim Flow Chart Reference
Does the Work Tool have a valid Caterpillar Serial Yes File claim against Work Tool
Number? Serial Number,
No per Warranty Bulletin 2.02.
Yes
Is the Work Tool attached to JLG? Refer to Warranty Bulletin 2.07.

No
File claim against Machine
If no valid Caterpillar Serial Number, Yes Serial Number,
is work tool attached to Motor Grader or TTT? per Warranty Bulletin 2.01.
No
File claim against Machine
If no valid Caterpillar Serial Number, Yes
Serial Number,
is work tool a Skidder Grapple?
per Warranty Bulletin 2.01.
No
If no valid Caterpillar Serial Number, Yes File claim against 99z70011
is work tool attached to BCP/CCE? per Warranty Bulletin 2.02.
No
If no valid Caterpillar Serial Number, does work tool Yes
File claim against 99z70406
Serial Number Plate include CWTS-E? per Warranty Bulletin 2.02.
No
If no valid Caterpillar Serial Number, Yes File claim against 99z70003
and none of the above applies. per Warranty Bulletin 2.02.
April 2014 Caterpillar: Confidential Green Bulletin 2.02
 Claim Example # 1
1

4
1. Filed under Machine Serial Number
2. Parts Start Date was used (this indicates a Parts Warranty Claim)
3. Used the actual Part Causing Failure number & the actual Group Number
4. Related Equipment Field – includes the Work Tool Serial Number

April 2014 Caterpillar: Confidential Green

 Claim Example # 1

1. This claim was filed under the Machine Serial Number instead of the Bucket Serial Number.
2. The Bucket Serial Number (HBB14131) is in the Claim Story. This should have been in entered in the
“Product ID/Serial Nbr” field on the Control page.
 Remember that Work Tools with 8 digit Caterpillar Serial Numbers should be claimed to
the Serial Number
 Not doing so can result in the wrong warranty coverage, which may impact
reimbursement

April 2014 Caterpillar: Confidential Green

 Claim Example # 2
1

3
4

1. Filed under “99z Serial Number” – whenever possible, file under the 8-digit Caterpillar Serial Number
2. Missing a parts start date – unable to determine if warranty applies
3. Information is missing in the “Related Equipment Fields” – impossible to determine what is being claimed
4. Pictures are missing - this claim is missing a lot of information – the more information the better

April 2014 Caterpillar: Confidential Green

 Claim Example # 3
1

3 4

1. Correct 99z number entered in the 3. PCF Part Number

correct field
4. Work Tool Group Number
2. Product hour usage 5. Machine Serial Number

April 2014 Caterpillar: Confidential Green

 Claim Example # 3

2
3

1. Complaint, Cause, and Correction

2. Explanation for using the 99z number
3. Photos attached and referenced in SIMSi

April 2014 Caterpillar: Confidential Green Bulletin 2.02

 Claim Example # 3
 Pictures
 Product and the
model number
 SIMSi screen shot of
other product details,
including the machine
serial number

April 2014 Caterpillar: Confidential Green Bulletin 2.02

 Claim Example # 3
 More Pictures
 Part Failure
 Hour Gauge for Product Usage
 Missing Serial Number Plate

April 2014 Caterpillar: Confidential Green Bulletin 2.02

 GWTS Key Points

 Use Work Tool Serial Number whenever available

 Supply photos
 Leverage Work Tool Job Aid as necessary
 Review Bulletin 2.02 for details on warranted items
compared to consumable items
 Only submit one failure per claim
April 2014 Caterpillar: Confidential Green
 Supporting Resources

Bulletins:
 1.01 – Warranty Philosophy
 1.02 – Basic Dealer Reimbursement
 2.01 – Standard Machine Warranty
 2.02 – Work Tool Warranty
 5.44 – Cat® Equipment Protection Program –
Hydromechanical Work Tools

April 2014 Caterpillar: Confidential Green

Additional Resources - How to File a Work Tool Claim?
1. From the Global Warranty website home page
1 2. Click the link in the right hand navigation bar titled,
“How to file a Work Tool claim?”
3. This will open up a page with additional resources –
including links to the following:
 “How to File a Work Tool” Flow Chart
2
 Bulletin 2.02
 Work tool training presentations
 MSCRM Help Desk
Note: When submitting a
3 MSCRM ticket, please provide:

 Work Tool Group Number

 Part Number
 Machine Serial Number
 Approximate age/hours on the
April 2014 Caterpillar: Confidential Green Work Tool