PREFACE

This SSANGYONG Warranty Manual states limited warranties offered by

SSANGYONG Motor Company and explains the procedures that the

authorized Ssangyong Distributor (hereinafter Distributor) should follow

to fulfill the service obligations under the Distributorship Agreement.

SSANGYONG Motor Company (hereinafter SYMC) reserves the right to

change any or all of the provisions of this manual upon notice to Distribu-

tor at any time. Upon receipt of the revised/changed pages, remove and

discard the old ones and replace them with new ones.

Distributor shall use this manual solely to fulfill its obligations under the

Distributorship Agreement and shall keep it confidential to any third party.

The provisions of this manual supersede any written or verbal instructions

on warranty and claim procedures previously in effect.

Issued June, 2005

SSANGYONG Motor Co., Ltd.

Printed in Korea.

DEFINITION OF TERMS

Where used in this manual, the following terms shall have the following meanings;

DISTRIBUTORAn authorized SSANGYONG Distributor.

DEALERA dealer authorized by a SSANGYONG Distributor.

SYMCSSANGYONG Motor Company Limited.

GENUINE (SSANGYONG) PARTSParts manufactured by or for SYMC, Designed for use on SYMC Vehicles and distributed by SYMC.

NON-GENUINE PARTSParts other than Genuine (SSANGYONG) Parts

SERVICE SUPPLIESOil or grease, radiator coolants, transmission or hydraulic fluid and refrigerants.

SUBLET REPAIRAny repair or service performed by a third party engaged by Distributor or Dealer to perform such

repairs or services.

VEHICLEAny SSANGYONG passenger cars, buses and trucks manufactured by SYMC.

WARRANTY AND SERVICE INFORMATION BOOKLETA document prepared and revised by SYMC or the Distributor under SYMC authorization and furnished

to the customer by Distributor or Dealer as a guide to obtain warranty services.

It also serves to certify ownership of the SSANGYONG vehicle.

WARRANTY POLICY AND PROCEDURE MANUALThe manual furnished by SYMC giving all policies and procedures related to SYMC's warranty.

It will be updated by revised pages on warranty policy and procedure manual or by change notices,

letters, or bulletins sent by SYMC.

WARRANTY SERVICEThe repair by Distributor or Dealer of a defective or malfunctioning part under the provisions of any

applicable warranty provided by SYMC for vehicles manufactured by SYMC.

WARRANTY

POLICY &

PROCEDURE

MANUAL

SECTION INDEX

PYUNGTAEK, KOREA

1

2

3

4

5

6

A

WARRANTY POLICIES

WARRANTY PROCEDURES

RECEIVING AND STORINGNEW VEHICLE

NEW VEHICLE DELIVERYAND MAINTENANCE

PRODUCT CAMPAIGNS

PRODUCT INFORMATION

APPENDIX

CHAPTER 1

WARRANTY POLICIES

TABLE OF CONTENTS

1-1. Warranties on Products ............................................................................ 1-3

1-1-1. New Vehicle Warranty .................................................................................... 1-31-1-2. Warranty Period ............................................................................................. 1-3

1-2. Warranty Coverage Guidelines ................................................................ 1-4

1-2-1. Items Covered by Warranty ........................................................................... 1-41-2-2. Items Not Covered by Warranty .................................................................... 1-6

1-3. Warranty Services on Specific Vehicles................................................. 1-9

1-3-1. Service for Transient Owner ......................................................................... 1-91-3-2. Service for New Country ............................................................................... 1-91-3-3. Change of Owner’s Residence ..................................................................... 1-91-3-4. Services for Vehicles Sold Directly by SSANGYONG ................................. 1-9

1-4. Reimbursement for Warranty Services ................................................ 1-10

1-4-1. Reimbursement for Labor ........................................................................... 1-101-4-2. Reimbursement for Parts .............................................................................1-111-4-3. Sublet Repairs ...............................................................................................1-111-4-4. Tires ...............................................................................................................1-111-4-5. Emergency Warranty Repairs ..................................................................... 1-121-4-6. Bosch Injection Pump .................................................................................. 1-12

1-5. Distributor Responsibility ....................................................................... 1-13

1-5-1. Delivery of Warranties ................................................................................. 1-131-5-2. Vehicle Registration ..................................................................................... 1-131-5-3. Retention of Records ................................................................................... 1-131-5-4. Post Warranty Approval (POWA) ................................................................ 1-141-5-5. Claims Demanding FTR .............................................................................. 1-141-5-6. Retention of Defective Parts ....................................................................... 1-141-5-7. Inventory Control of Service Replacement Parts ....................................... 1-141-5-8. Warranty Claim for Local Parts .................................................................. 1-151-5-9. Submitting the Sheet of PDI ........................................................................ 1-16

1-6. Examination and Audit ............................................................................. 1-17

1

WARRANTY POLICIES

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1

WARRANTY POLICIES

SSANGYONG Motor Co., Ltd. (SYMC) authorizes Distributor to perform warranty service for the retail

owner as set forth in this manual on condition that Distributor will grant at least the same warranty to its

customers and abide by the policy and procedures of this manual.

This authorization expires/terminates at the same time when the Distributor Agreement expires/terminates

except for the SSANGYONG vehicles sold by Distributor during the effective term of Distributor Agreement.

To the extent that Distributor delegates its service function to its authorized dealers, Distributor in this

manual includes Distributor’s authorized dealers whenever appropriate. SYMC, however, hereby denies

any contractual, express or implied, relationship with Distributor’s dealers.

1-1. WARRANTIES ON PRODUCTS

1-1-1. New Vehicle Warranty

SYMC warrants new vehicles with the terms and conditions of the printed warranty certificate that is pro-

vided with the vehicle and such other applicable warranties set forth in this manual.

1-1-2. Warranty Period

Vehicles delivered to customers are warranted for either a designated period of time or a specific mileage

whichever comes first.

The warranty period shall begin from the date when the vehicle is delivered to the first retail purchaser or

the vehicle is first used as a demonstrator or company vehicle by Distributor.

Time and mileage period shall be specified in the Distributorship Agreement and the separate Warranty

Agreement.

In the event that the vehicle is sold by the original purchaser within the warranty period, the unexpired

portion of the warranty period will be taken over to the following purchaser.

* SYMC’s warranty will be applied in full for every vehicle which is sold to purchaser within 9 months after

the shipment abroad from Korea. However, for the vehicles sold after 9 months from shipment date, the

period exceeding 9 months shall be subtracted from the period of warranty. The warranty cost which is

occurred during the subtracted period exceeding the inventory time limit of 9 months shall be borne by

the Distributor not the customer.

Special warranty claim

For some special parts, warranty conditions are as below:

1) Glass : 3 months or 4,500 km, whichever comes first.

2) Battery : 1 year or 20,000 km, whichever comes first.

3) Wheel alignment : 1 year or 20,000 km, whichever comes first.

(SYMC accepts only when the corresponding data sheet is submitted with SCR)

WARRANTY POLICIES

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1-2. WARRANTY COVERAGE GUIDELINES

1-2-1. Items Covered by Warranty

This warranty covers any repairs needed during the warranty period due to defects in material or work-

manship except as provided in “Items not covered by warranty”. Additional information is provided below

for specific items.

a. Assembly Replacement

The basic warranty policy is limited to the repair or replacement of parts found to be defective. When a

component part of an assembly is found to be defective and such a part is available, replacement of

the entire assembly is not covered by warranty.

Assembly replacements are permitted only when the parts of an assembly cannot be repaired or re-

placed separately due to safety or other reasons, or the damage is serious and replacement of assem-

bly is more economical than repair or replacement of damaged component parts.

b. Paint

The warranty covers the repair for paint defects for specified warranty period set forth in paragraph

1-1-2 in this manual.

However, Distributor has the responsibility to cover minor imperfections in the paint finish as part of

Pre-Delivery service (Refer to Paragraph “1-2-2-c” in this section). Minor scratches, blemishes or other

surface defects in the paint which can be fixed by polishing, light sanding or brush touch-up are not

considered as claimable defects.

Prior approval by SYMC is required for major paint repairs. In making requests for authority to effect

major paint repair of any sheet metal surface, complete information on the nature and cause of the

problem must be provided.

c. Corrosion (Rust-Through)

The corrosion warranty applies to perforation due to corrosion only for specified warranty period set

forth in paragraph 1-1-2 in this manual.

Perforation means a Rust-Through condition, such as an actual hole in a sheet metal panel. Cosmetic

or surface corrosion (resulting from stone chips or scratches in the paint, for example) would not be

repaired under this coverage.

This warranty will remain effective provided that the following conditions are observed.

The vehicle owner must ensure that:

1) The vehicle is inspected annually by Distributor.

2) Any claim under this warranty is supported by evidence which shows that the annual body inspec-

tion has been carried out. The inspection must be recorded at the time it is carried out by Distributor

by completing the section provided in warranty booklet.

3) Paintwork deterioration or damage to the body protection of the vehicle that is reported by Distribu-

tor to the vehicle owner is promptly rectified at the owner’s expense by Distributor.

WARRANTY POLICIES

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1

d. Service Supplies

Items such as oil grease, radiator coolant, transmission or hydraulic fluid and refrigerant are covered

only when they need to be used in performance of warranty or campaign work.

In other words, adding or replacing these supplies required for normal maintenance service and during

use of vehicle is not covered by warranty.

WARRANTY POLICIES

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1-2-2. Items Not Covered by Warranty

Although a vehicle is within the time and distance stipulated in the warranty, the following items are not

covered by warranty except for defects in material or workmanship.

a. Maintenance Service

Normal maintenance service such as, but not limited to, the following is not covered by warranty. Any

failures resulting from a lack of maintenance are not covered by warranty:

1) Fuel system cleaning

2) Wheel balancing

3) Engine tune-up

4) Brake inspection and adjustment

5) Clutch system adjustment

6) Replacement of consumable parts such as air cleaner element, spark plug, injection nozzle, fuse,

drive belt, bulb, brushes of alternator and starter, linings, rubber part (except engine mounting

rubber), clutch disc, oil and any other filter elements when such replacements are made as part of

any normal maintenance services.

b. Items Affected by Wear, Exposure, etc.

The repair or replacement of the following items resulting from normal use, neglect, accident, wear and

exposure is not covered by warranty:

1) Soft trim and interior trim

2) Plated parts, bumpers and other appearance items

3) Wiper blades

4) Brake linings or brake pads, brake drums or discs.

5) Clutch disc

6) Rubber materials such as hoses, belts.

c. Pre-Delivery Inspection and Free Inspection Service

Pre-Delivery Inspection should be carried out before a vehicle is delivered to a customer,

and Free Inspection Service is the first scheduled maintenance service performed after

delivery of the vehicle.

Repairs of minor surface blemishes or scratches (not to the metal) which can be buffed out, paint chips

on edges of doors, deck lid, engine hood or any body openings which can be rectified by a touch-up

operation, shall be considered to be part of Pre-Delivery Service.

The cost of performing these services is not covered by warranty; however, these service

should be provided to customer free of charge.

Any troubles arising from lack of performance or improper performance of the pre-delivery and

periodic inspections shall not be covered by warranty.

WARRANTY POLICIES

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1

d. Environmental Damage

Damage to a vehicle caused by industrial, chemical or other airborne fallout, salt, sap, pollen, sand,

hair, windstorm, lightning, or other environmental conditions is not covered by warranty.

e. Damage due to Improper Use

Any damages or failures resulting from improper use such as the following are not covered by warranty.

1) Handling and operation of the vehicle contrary to the instructions in the Owner’s Manual.

2) Lack of performance of proper maintenance service.

3) Use of the vehicle in races, rallies and other competitive events.

4) Use of improper or dirty fuel, oils or fluids.

5) Over loading

6) Off-road use. Except when the 4 wheel-drive vehicles are used in 4 wheel drive mode.

7) Operation of vehicle often it is known to be defective.

f. Transportation Damage

Any damages or losses incurred during transportation are not covered by warranty (Refer to Section 3-

1 in this manual).

g. Storage Damage

Any damages to vehicles due to improper handling and/or long storage prior to delivery to the retail

owner are not covered by warranty (Refer to Section 3-2 in this manual).

h. Diagnosis time

Repair diagnosis time is included in all established labor time operations where it is required by the

technician to perform the operation. It is the responsibility of qualified supervisory personnel to assist

technicians in customer problem analysis and system diagnosis.

i. Shop Comeback

Distributor is responsible for the satisfactory completion of any warrantyies which are submitted on a

claim for consideration for credit.

Should a later repair of the same item become necessary because of improper inspection, diagnosis,

workmanship or deficiencies in service parts or supplies not supplied by SYMC, the subsequent repairs

would be classed as “Shop Comeback” repair.

Any shop comeback repairs are not covered by warranty. The shop comeback repair should be pro-

vided free of charge to the customer, and all expenses for the repairs should be borne by Distributor or

Dealer performing it.

j. Equipment not Designed or Recommended for Vehicle, Alterations and Additions

Repairs made necessary due to use of equipment not designed or recommended for the vehicle by

SYMC and/or alterations and additions to the standard vehicle are not covered by warranty.

WARRANTY POLICIES

1 - 8

k. Non-Genuine Part

It is strongly recommended for Distributor to use Genuine SSANGYONG Parts for all maintenance and

repair works because they are manufactured to the same engineering standards and quality control as

the original equipment. Any warranty repairs or replacements should be carried out using genuine

parts. Warranty services carried out using non-genuine parts are, in principle, not covered since the

use of them may adversely affect vehicle performance and reliability. Any damages or declines in

vehicle performance and/or reliability resulting from the use of non-genuine parts are not covered by

warranty.

l. Odometer Alteration

No coverage is provided to any vehicles on which the odometer mileage has been altered and the

actual mileage cannot be readily determined. When replacing the odometer, it is important to enter the

odometer reading of removed odometer in both the vehicle history file and the Warranty and Service

Information booklet (Service Guide).

m. Incidental Expense

Incidental expenses resulting from defects in material or workmanship of any parts of vehicle are not

covered by warranty. Such expenses include the following:

1) Telephone or telegraph expenses

2) Vehicle rental charge

3) Towing charge

4) Travel, lodging or meals expenses

5) Loss or damage to personal property

6) Lost time, business and commercial loss

7) Compensation for inconvenience to customers

n. Very Slight Troubles

Very slight troubles, which are generally not accepted as caused by defect in material and workmanship,

and/or difficulties, which happens in very special operation only.

1) Very small and low sound or vibration, which is not recognized as affecting quality or function of the

vehicle.

2) Very slight oozing of oil or the like about packing and/or oil seals, which causes no decrease in the

quality of the oil or the like.

3) Gap between panels which are within the limits

4) External appearance defect such as paint, chrome and trim, which are not visual unless magnified

by special means.

o. Troubles Caused by Repair of the Not-authorized SSANGYONG Dealer.

WARRANTY POLICIES

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1

1-3. WARRANTY SERVICES ON SPECIFIC VEHICLES

1-3-1. Service for Transient Owner

Owners are entitled to receive the services at any authorized SSANGYONG Distributor’s service shop

regardless of where the vehicle was purchased.

Upon request by a transient owner, Distributor should perform required warranty repairs under the appli-

cable terms of warranty explained in the Warranty and Service Information booklet which must be pre-

sented to Distributor by owner.

The Distributor performing warranty repairs will submit warranty claims to SYMC in the routine manner.

1-3-2. Service for New Country

In case of a immigrant owner, systems installed or altered to meet the regional governmental require-

ments of the new country, such as is not warranted by SYMC even though the installation or alteration is

approved by the servicing Distributor.

Any accessory parts installed by the original selling Distributor are not warranted by the servicing Distributor.

1-3-3. Change of Owner’s Residence

In case that the owner has changed his/her residence away from the selling Distributor’s territory within

the warranty period and it is impracticable for him/her to return to the selling Distributor for warranty

repairs, owners are entitled to receive warranty services under the terms of the local warranty prevailing

in the country of operation.

However, the warranty period cannot be changed from the original one printed in the Warranty and Ser-

vice Information booklet.

1-3-4. Services for Vehicles Sold Directly by SSANGYONG

SYMC may sell vehicles directly to customers or to Korean overseas government agencies, and directly

sell vehicles by tender.

In such cases, a time and mileage provision of warranty is normally specified separately regardless of the

warranty conditions given to Distributor in that country.

Should it be necessary to perform repairs on vehicles sold on a direct basis, the related party must

present to the Distributor a copy of the warranty or purchase contract stipulating the applicable warranty.

Distributor will be informed of any special warranty conditions and claim submission procedures for such

vehicles, if necessary.

WARRANTY POLICIES

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1-4. REIMBURSEMENT FOR WARRANTY SERVICES

SYMC will reimburse Distributor for approved warranty repairs and campaign inspection and corrections.

SYMC will pay Distributor for the parts and other materials required and will pay Distributor for labor.

1-4-1. Reimbursement for Labor

SYMC will reimburse Distributor for the applicable labor of warranty repairs by the amount of time shown

in Labor Time Guide. The applicable time is multiplied by Distributor approved warranty labor rate in effect

at the time of the repair.

When no time is in the Labor Time Guide, the actual clock time used (in hours or tenths of hours) may be

recorded on the claim report. Distributor will be reimbursed for actual elapsed time if SYMC judges the

time used is reasonable and fair. The warranty labor rate is determined from Distributorship data and

other related information by SYMC.

This warranty labor rate will not exceed Distributor’s retail customer labor rate.

In determining the warranty labor rate, the following factors will be considered.

a. Retail Labor Rate

This retail labor rate is to be reasonable, i.e., one which is consistent with sound business practices in

Distributor’s area of service responsibility.

All retail repair charges (skill level, hourly rate, menu pricing, etc.) must be based on a source of time

which is consistently used by Distributor.

b. Competitor’s Warranty Labor Rate from Manufacturer to a Distributor

SYMC not only evaluate the competitive labor rate of other automotive service outlets in Distributor’s

service area, but also take into consideration other factors to determine if Distributor’s warranty labor

rate request is reasonable.

c. Economic Circumstances and Trends in the Territory

If a review of Distributor warranty labor rate is desired, a written request, along with request form and

other supporting documents, should be submitted to SYMC. If Distributor is requested further explana-

tion on information by SYMC, Distributor should respond to SYMC’s request without delay.

WARRANTY POLICIES

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1-4-2. Reimbursement for Parts

SYMC will reimburse Distributor for parts replaced during a warranty repair on the basis of “Goods Value

(RMV)” plus the approved “Parts Import Cost Mark-up (Parts mark-up)”. Pleare refer to item 25) in the

page 2-10. “Goods Value (RMV)” means the price applicable to Distributor in effect on the date of repair,as shown in the Parts Price List published by SYMC.

“Parts Mark-up” is the rate of all incremental cost incurred between the point of part center of SYMC andthe point of Distributor’s warehouse, which covers such cost as packing and handling cost, ocean freight,

insurance, import duties, inland freight from a part center of SYMC to Distributor’s warehouse, and so on.

If a review of the Parts Mark-up is desired, a written request, along with the following documents, should

be submitted to SYMC;

1) A copy of the three most recent parts invoices for parts ordered through SYMC.

2) A copy of corresponding import duty invoices.

3) A copy of inland freight charges or any other receiving cost associated with the parts ordered.

4) A copy of the ocean freight charges.

5) Other supporting documents.

1-4-3. Sublet Repairs

The repair or replacement of any parts of a vehicle covered by warranty shall, where possible, be per-

formed within Distributor’s own workshop. In case that techniques and/or facilities required are beyond

the capabilities of Distributor. Repair may be performed by someone entrusted by Distributor. So it must

be limited to the repair exceeding the abilities of the authorized Ssangyong dealer due to facilities and

techniques. Otherwise, claim for sublet repair is denied.

In such case, Distributor’s will be reimbursed for sublet repairs at Distributor’s actual cost less any dis-

counts or allowances that applied to the sublet invoice.

This is not to exceed Distributor’s warranty labor and/or parts reimbursement allowances. If no applicable or

comparable operation is in Labor Time Guide, payment will be made on the basis of its actual cost providedthat such cost, in the opinion of SYMC, is reasonable and in keeping with normal industrial practice.

When the dealer submits the claim as sublet repair, the original invoice substantiating that the repair wasperformed should be attached to the SSANGYONG Claim Report form.

1-4-4. Tires

Tire originally equipped on SSANGYONG vehicles are warranted by the tire manufacturer. All relevant

matters should be handled by Distributor, on behalf of customer, with the nearest authority representativefor the tire manufacturer.

In the following cases only, however, the warranty claim may be submitted to SYMC for replacement of thetires evaluated as having defect in materials or workmanship.

1) There is no local agent or dealer of the tire manufacturer in the country where the vehicle is sold.

2) A customer is traveling or moving to a country where there is no tire manufacture’s agent or dealer.

In the above cases, the reimbursement will be made in accordance with the tire manufacture’s warranty

policy and procedure.

WARRANTY POLICIES

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1-4-5. Emergency Warranty Repairs

In principle, repairs performed by someone other than Distributor are not covered by warranty. However,

when a customer travels or moves to an area where there is no distributor or dealer, he/she may have

his/her vehicle repaired by someone other than Distributor.

When such repairs are completed and the customer is seeking reimbursement, Distributor may request

SYMC to review the circumstances.

In only case of meeting all of the following conditions, the claim will be accepted to review by SYMC.

1) The problem occurs when a customer travels or moves to an area where no Distributor is located.

2) Repairs confirm to the provision of new vehicle warranty.

3) Urgent repairs are required.

When submitting the claims as emergency warranty repairs, the original copies of the paid bill and the

detailed information should be provided to SYMC.

These warranty claims will be processed the same as normally submitted by Distributor. The amount of

labor and parts for emergency repairs should not exceed the one for normal warranty repair.

1-4-6. Bosch Injection Pump

1. When any problem happens on the injection pump, Distributor must visit the Bosch service center with

vehicle or send only the injection pump to the service center.

Note: In case of the country which does not have the service center, contact to the nearest Bosch

service center.

2. After rework it, Distributor should receive the test sheet from Bosch center which includes the

main defective cause and repair items, and this sheet is absolutely published by all Bosch service

center.

3. Fimally when Distributor claim this work to SYMC as warranty, Distributor have to enclose this

sheet to claim report.

4. In special case of that the complete injection pump is replaced with new one, this replaced part should

reworked in Bosch service center and be kept as stock to reuse in future.

5. In future, Distributor can use this reworked stock part at any urgent occasion.

WARRANTY POLICIES

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1-5. DISTRIBUTOR RESPONSIBILITY

1-5-1. Delivery of Warranties

SYMC will supply a Warranty and Service Information booklet (Service Guide) with each vehicle.

Distributor will give the Warranty and Service Information booklet to the retail purchaser and explain the

terms of the warranties as well as the related polices covered in the booklet.

The booklet is to be completed with:

- Vehicle Identification Number

- Model

- Body color

- Date of delivery

- Vehicle mileage at time of delivery

- Owner name, phone number, address, and signature

- Dealer code, name and signature

The owner is to be instructed to present the Warranty and Service Information booklet to Distributor when

asking for warranty service.

1-5-2. Vehicle Registration

The Delivery Information List must be prepared and submitted at least every month when the vehicle is

sold at retail. It gives SYMC owner information for warranty data and product campaign. (Refer to Section

4-2 in this manual)

Claims for a vehicle of which the Delivery Information List is not submitted to SYMC will be denied.

1-5-3. Retention of Records

Distributor should keep all records relating to warranty claim for three (3) years. This is from the date the

claim is prepared by Distributor.

Such records shall include, but not limited to, the followings:

- Vehicle history records including office and shop copies of all customer paid internal and warranty

repair orders.

- Distributor copies of SSANGYONG Claim Report form

- Copies of invoices for sublet repairs

- Repair order sheets (Job cards)

- Parts purchase and sales records

- Employ time and payroll records

Upon SYMC’s request, the Distributor or Dealer should submit such records to SYMC without delay.

WARRANTY POLICIES

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1-5-4. Post Warranty Approval (POWA)

Distributors are recommended to perform the warranty repairs, without demanding SYMC’s Post Approval,under Distributor’s responsibility and correct judgement, for the followings.

a. Replacement of Assembly Exceeding SYMC Limits (US$ 2,000)

b. Mechanical Repairs Exceeding SYMC Limits (US$ 2,000)

c. Paint Repairs Exceeding SYMC Limits (US$ 2,000)

d. Corrosion (Rust-Through) Claims (US$ 2,000)

For such repair, Distributors have to obtain “Post Warranty Approval” immediately after repair by submit-ting the detailed FTR (Field Technical Report), POWA, photos showing defect and supporting documentsavailable. Otherwise Claims for such repairs may be denied. As to the claim about the following, it de-mands FTR when you send claim.

1-5-5. Claims Demanding FTR

As to the claim of the following, it demands FTR when you send claim.

- Steering gear assembly

- Rear axle assembly

- ABS modulator assembly

- Head assembly cylinder

- Head assembly unit (AV system)

- Computer assembly (ECU. TCU. TCCU...)

- Paint repeir

- Corrosion (Rust-through)

1-5-6. Retention of Defective Parts

All parts related to warranty claims will be retained by Distributor for six (6) months from the repair date oruntil scrapped by SYMC representative, whichever occurs first. (Refer to Section 2-5 in this manual)

But, if SYMC require the defected parts for special parts, the distributor should keep the defected partsduring required period.

1-5-7. Inventory Control of Service Replacement Parts

Distributor is responsible for maintaining inventories of genuine parts in sufficient quantities to enablethem to make any necessary parts replacement in vehicles sold by them.

To do this, Distributor must maintain:

- A proper inventory system to effectively control the working stock of service replacement parts

- Adequate storage facilities

- An adequate assortment and quantity of needed items

WARRANTY POLICIES

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No.

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

17

18

19

20

Description / Name

Refrigerant

Engine Oil

Manual T/M Oil

Auto T/M Oil

Power Steering Oil

Brake Fluid

Washer Fluid

Anti-freeze

Sealant

Mirror Adhesive

Grease

Paint

Cable Clip

Weights

Ssangyong Sticker

Tire (HANKOOK)

Tire (KUMHO)

Battery

Others

Axle Oil

Part Number

OSP70001

OSP80001

OSP80002

OSP80003

OSP80004

OSP80005

OSP80006

OSP80007

OSP80008

OSP80009

OSP80011

OSP80013

OSP80015

OSP80017

OSP80020

OSP00001

OSP00002

OSP00003

OSP01000

OSP80021

Measures

0.1KG

0.5L

0.5L

0.5L

0.5L

0.5L

0.5L

0.1L

0.1L

1 Piece

0.1L

1.0L

1 Piece

1 Piece

1 Piece

1 Piece

1 Piece

1 Piece

1 Item

0.5L

Unit Q’ty

1

1

1

1

1

1

1

1

1

1

1

1

1

1

1

1

1

1

1

1

• The specified Part No. will be added, if required.

1-5-8. Warranty Claim for Local Parts

Local Part means the part purchased from other than SYMC due to the unavailability from SYMC.

In principle, the applicable items for Local Parts are Service Supplies shown in Chapter I-2-1 of this manual

and the items authorized by SYMC.

When the other items are required as Local Parts in warranty repair for reason, they should be authorized

by SYMC before their application.

For the authorization of Local Parts, a written request stating a convincing reason for the use of Local

Parts should be submitted along with the evidential documents such as Commercial Invoices.

The warranty claims having unauthorized Local Parts shall not be covered by SYMC warranty.

Any claims using Local Parts should not include the Parts Mark-up Rate and the price of Local Parts

should not exceed that of SYMC genuine parts.

As the defective Local Parts are not covered by SYMC warranty, Distributors should make an agreement

with the local parts suppliers on warranty matters.

If the SYMC parts are damaged due to the defect in the material of Local Parts or workmanship of Distributor,

it will not be covered by SYMC warranty.

Please refer to the following table for the claim processing of Local Parts and the numbers in the column

of “Measures” are the warranty unit quantity.

WARRANTY POLICIES

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1-5-9. Submitting the Sheet of PDI

It is very important for distributors to inspect and repair about the new vehicle by Sheet of Pre-Delivery

Inspection (refer to attachment and Warranty Policy & Procedure Manual : Appendix-15 ) before deliver to

customer at first step on the field, so all the new vehicles should be strictly inspected and repaired at PDI

shop or other places.

After the distributor inspect all the new vehicles, and then Sheet of Pre-Delivery Inspection, quality infor-

mation of the new vehicle will be fed back to SYMC so you are kindly asked following Description.

1) The Time Limit of Submitting on the Sheet of Pre-Delivery Inspection.

We define the time of Pre-Delivery Inspection which is arriving at the port of distributors after shipping

from SYMC, according to Warranty Procedures, 2-1-2 : (9) Claim Type: PDI (Pre-Delivery Inspection)

Claims, not time of the delivering to the customer, so distributors should inspect all new vehicles at the

time of arriving in the port, so we will limit the time of submitting all sheet of pre-delivery inspection

within two (2) weeks (fourteen (14) days) after unloading new vehicles at the port of distributor.

2) Submission on the Sheet of Pre-Delivery Inspection.

After all new vehicles arrived port of distributors, all new vehicles should be Inspected on the quality

problem of vehicle and defective parts by Sheet of Pre-Delivery Inspection,and then all sheet of Pre-

Delivery Inspection should be submitted to SYMC within the time limit (within two weeks (14 days) after

unloading new vehicles at the port of distributor).

The approval of SYMC which the Sheet of PDI is not submitted on the above described PDI claims

within the time limit to SYMC, will be denied.

WARRANTY POLICIES

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1

1-6. EXAMINATION AND AUDIT

SYMC reserves the right to audit Distributor’s warranty claims as well as any records related to warranty

claim administration.

Through an audit, SYMC confirms the authenticity of submitted warranty claims. From time-to-time, repre-

sentatives of SYMC will visit Distributor’s premises in order to consult with and advise them on the following:

1. The conduct of the Distributor’s service operation.

2. The assessment of the Distributor’s performance and their obligations in the servicing area.

3. To make an examination and audit of the Distributor’s warranty-related records.

Any designated representatives of SYMC are authorized to examine, audit, and obtain copies of the ac-

counts and records required to be maintained by Distributor.

Distributors are expected to make readily-available such information as a SYMC representative may request,

to give ready access to pertinent records and generally to cooperate with such representatives in the

fulfillment of the objectives of their visit.

The conduct of an audit itself does not mean that there are inappropriate practices occurring, however, if

anything is found during the audit, charge-backs to the Distributor’s account may result.

The followings are the examples of inappropriate procedures.

(PLEASE NOTE - this is not a complete list - there may be others):

- The replaced part is non-genuine or an unauthorized one.

- The claim is of excessive cost or duplicated.

- The Repair Order is not signed by the customer (or their agent).

- The replaced parts are not retained for the specified period.

- Any records related to the claim are not maintained for the specified period.

- A defective parts tag is not attached to the replaced part.

- The claim includes items not covered by warranty.

- The replaced part does not exhibit the stated defect.

- An entire assembly has been replaced when it have been overhauled.

- A discrepancy exists between the Repair Order and claim data.

- The sublet invoice for the warranty repair is not available.

- The local parts purchase invoice for a warranty repair is not available.

- More than one vehicle were repaired by one technician at the same time.

The following are the possible outcomes relating to warranty claims to be charged back.

(PLEASE NOTE - this is not a complete list - there may be others):

- The total or a portion of the claimed amounts may be charged back.

- The cost reversal of the same or similar claims.

- The total recovery of the related cost of SYMC’s audit.

WARRANTY POLICIES

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Meanwhile, Distributors should implement their own Annual Dealer Audit Plan which covers all dealers.

The auditing of Dealers should be conducted at least once per year in accordance with the stated plan.

Also, Distributors are required to inform SYMC of the Annual Dealer Audit Plan at the beginning of each

year and the audit results on a monthly basis.

The followings are items that Distributors should take into consideration when conducting a Dealer Audit.

- Repair Order Examination ; Customer’s signature, consistency with the warranty claim submitted,

and the related invoices.

- Defective Parts Examination ; Defective Parts Tag, The retention of replaced parts, and Improper

or over-servicing.

- Vehicle Inspection prior to sale ; Pre-Delivery Inspection, Maintenance service records, and Satis-

factory vehicle holding-yard facilities.

- Service Reception / Workshop ; Customer reception, and Trouble Diagnosis Systems.

- Warranty Training.

CHAPTER 2

WARRANTY PROCEDURES

TABLE OF CONTENTS

2-1. Preparation of Warranty Claim Documents ...............................................2-3

2-1-1. SSANGYONG Claim Report (SCR) Form ....................................................... 2-3

2-1-2. How to Make a SSANGYONG Claim Report .................................................... 2-3

2-1-3. SSANGYONG Claim Report (SCR) Invoice .................................................... 2-11

2-2. Submission of SSANGYONG Claim Reports ............................................2-13

2-2-1. Time Limit for SCR Submission .....................................................................2-13

2-2-2. SCR Mailing ....................................................................................................2-13

2-2-3. Supporting Documents ..................................................................................2-13

2-3. Assessment and Payment for Warranty Claims ......................................2-14

2-3-1. Assessment for Warranty Claims ..................................................................2-14

2-3-2. Returned Claims ............................................................................................2-14

2-3-3. Rejected Claims .............................................................................................2-14

2-3-4. Pending Claims ..............................................................................................2-14

2-3-5. Adjusted Claims .............................................................................................2-15

2-3-6. Notification of Assessed Claims .....................................................................2-15

2-3-7. Payment of Approved Warranty Expense .......................................................2-15

2-4. Appeal for Assessed Warranty Claims .....................................................2-16

2-5. Handling of Defective Parts .......................................................................2-17

2-5-1. Storage of Defective Parts .............................................................................2-17

2-5-2. Disposition of Defective Parts ........................................................................2-17

2-5-3. Defective Parts Requested for Inspection ......................................................2-17

2-6. The Request for Post Warranty Approval (POWA) .................................2-18

2

WARRANTY PROCEDURES

2 - 3

2

2-1. PREPARATION OF WARRANTY CLAIM DOCUMENTS

Warranty adjustments are to be handled by SYMC on “SSANGYONG Claim Report (SCR)” form.

Immediately after completion of Warranty repairs, make out a SCR and forward to SYMC in accordance

with the regular claim procedure set forth in this manual. The warranty repair will be transferred directly

from existing Dealer Repair Orders which may contain customer paid as well as warranty work.

This procedure will guide you in how to properly prepare SCR form.

2-1-1. SSANGYONG Claim Report (SCR) Form

This form will be used for submitting warranty and campaign to SYMC on all model vehicles.

A SCR consists of two copies. The first copy is to be submitted to SYMC and the second copy shall beretained by Distributor for internal record keeping purpose.

And, to ensure the accurate judgement, extra care must be taken in preparing the SCR.

The following are important points to be observed when filling in the SCR.

- They should be typewritten so that copies will be legible since SCR’s that cannot be easily read may

lead to processing error by computer.

- Distributor will fill in all spaces except those reserved for SSANGYONG use.

- Only one claim will be listed on a SCR form. If there are more than one different problem or paint and

mechanical problems, the separate SCR forms should be prepared for each claim according to

each causal part.

- One SCR form is designed for listing up to 10 repair items (10 labor operations and/or 10 parts).

If warranty repair items of particular vehicle exceed 10 items, additional SCR form should be prepared.In such case, the same SCR number must be written down on each additional SCR form and total

parts and labor amounts as well as the grand total amount must be shown on the last SCR form.

- All description should be given in English.

2-1-2. How to Make a SSANGYONG Claim Report

It is Distributor’s responsibility to assure itself that every SCR submitted to SYMC contains full and valid

information throughout, that the SCR is completely and accurately prepared, and that it is legible andunderstandable.

Please review the following information required in SCR form carefully;

- The below contents also supply you basic knowledge about how to make a SCR when you use SYCS.

We recommend you to use SYCS.

The star mark (*) items are essential input information.

(Refer to Appendix 6, Appendix 7, Appendix 8 in this manual)

1) Distributor Name

2) Distributor Code*

The Distributor code consists of four alphabetic letters given by SYMC according to area and country

name, i.e., SRGA, and SRGS.

WARRANTY PROCEDURES

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3) Dealer Code*

The Dealer code consists of four number given by Distributor.

In general, it is recommended to use the dealer code start from “1”, i.e., “1001”, “1002” except for the

following cases. When the pre-delivery inspection is performed at port of entry or other places by a

particular company different from Distributor, the Dealer code for this pre-delivery inspection company

should start from “P”, i.e., “P001”. The Dealer codes for Distributor’s own Dealers should start from

“D”, i.e., “D001”, “D002”, If there is no dealer, enter “0000” in this column. To avoid any trouble in

warranty claim process, Distributor has to inform of the new dealer detail including dealer code, dealer

name, dealer address and contact point, if Distributor has a new contract.

4) SCS Number (SSANGYONG Claim Sequence Number)*

This is for the serial number of SCR submitted by Distributor.

The SCS number consists of ten digits. The SCS number should be in sequence and a particular SCS

number should be used only in any given month.

XXXX - XX - XXXX

Four digits starting from 0001 each month.

Two digit of the month when SCR form is completed.

January 01

February 02

- -

- -

December 12

Four digits of the year when SCR form is completed.

i.e., SCS number 2005-06-0001 indicates the first claim in June 2005.

Note:When resubmitting the returned or rejected claims, new SCR form should be used with new SCS

number for resubmission.

5) Vehicle Identification Number (VIN)*

Complete Vehicle Identification Number consists of seventeen characters. This can be obtained from

Warranty and Service Information booklet or from the vehicle identification plate inside the engine

compartment. When completing SCR forms, the vehicle identification number should be noted as shown

below;

KPTE2C19SYP123456

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2

6) Repair Date*

An eight-digit number indicating the date when the repair is completed.

XXXX - XX - XX

Two digits for the date

Two digits for the month

Four digits for the year

i.e., 2005-06-24 indicates that the repair was completed on June 24, 2005.

7) MF (Mileage Flag)*

The mileage flag “M” should be entered in case that the odometer reading indicates the mileage.

Leave this column blank in case that the odometer reading indicates the kilometer.

8) Odometer Reading*

A number shows the odometer reading when the repair is completed.

Do not show tenth of kilometers. When replacing the odometer, it is important to show the actual dis-

tance the vehicle has been driven.

Thus, the Distributor should check the vehicle history file to find the reading on replaced odometer if

any.

It is also important to enter the reading of removed odometer in both the vehicle history file and the

Warranty and Service Information booklet.

WARRANTY PROCEDURES

2 - 6

X X

Second digit

First digit

The following number should be entered in the first digit of claim type.

1: General Claims

Claims for general repairs except the following power train claims, paint claims, corrosion (rust-

through) claims, and campaign claims.

2: Power Train Claim

Claims for specific components and system repairs to be covered under power train coverage.

The specific components and system covered are:

Engine and all internal parts, intake and exhaust manifold, fly wheel, transmission and transaxle,

propeller shaft, axle housing and all internal parts, axle shaft and final drive gear and differential.

3: Paint Claims

Claims for paint repairs.

4: Corrosion (Rust-through) Claims

Claims for body sheet metal panels that rust-through due to corrosion.

5: Campaign Claims

Claims for campaign services. (Such as Field Fix, Recall)

The following number should be entered in the second digit of claim type.

1: Normal Claims

Normal claims except the following transient claims and PDI claims.

2: Transient Claims

Claims for warranty repairs performed by a distributor different from the one who sold the vehicle.

3: PDI (Pre-Delivery Inspection) Claims

Claims for warranty repairs performed before a vehicle delivered to customer during Pre-Delivery

Inspection period at the port of entry or other places.

If the repair date is same with the delivery date, it is PDI claim.

9) Claim Type*

The claim type consists of two digits which classify the warranty claim into group.

It is essential that the correct claim type should be entered.

Otherwise the claim cannot be handled correctly in computer system.

WARRANTY PROCEDURES

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2

10) Nature Code*

Enter a letter and two numbers listed in the nature code table which most accurately describes the

nature or condition of trouble or indicates the customer’s complaint. If there is no suitable nature code

in the table, code N99 should be used.

In this case, the nature of trouble should be described in the trouble description.

Otherwise the claim will be denied. (Refer to page A-9 “Nature Code Table”.)

11) Cause Code*

Enter a letter and two numbers listed in the cause code table which most accurately indicates the

cause of the failure related to causal part.

Even though there are more than one cause code applicable to a particular repair, only one cause

code indicating the most serious failure should be entered.

In the case of paint claims, the paint code should be enter in this column instead of the cause code. If

there is no suitable cause code or paint code, code R99 or P99 should be used.

The description of failure should be entered in the trouble description column.

Otherwise the claim will be denied. (Refer to page A-10 “Cause & Paint Code Table”.)

12) Causal Part No.*

Enter the part number of part which caused the failure.

If there are more than one causal part on a particular problem, only one main causal part number

should be entered in this column.

Note: If there are more than one different problem on a vehicle, the separate SCR forms should be

prepared for each claim according to each causal part.

The causal part number must be inputted although the claim is campaign (Field Fix, Recall)

13) Post Warranty Approval Type

The applicable post approval type should be entered in this column.

The post approval types are as follows;

14) Post Warranty Approval Number

Enter the post approval number given by SYMC.

This can be used up to ten characters.

Type

1

2

3

4

Description

Assembly replacement exceeding SYMC limit.

(Refer to Paragraph 1-5-4. “Post Warranty Approval” in this manual.)

Mechanical repairs exceeding SYMC limit

Paint repairs exceeding SYMC limit

Corrosion (Rust-through) claims

WARRANTY PROCEDURES

2 - 8

15) Delivery Date*

The date when the vehicle was delivered to the first retail purchaser.

XXXX - XX - XX

Two digits for the date

Two digits for the month

Four digits for the year

i.e., 2005-06-03 indicates that the vehicle was delivered on June 3, 2005.

Note:

1. The delivery date for an unsold vehicle is “19111111”.

2. This delivery date should exactly correspond to the date written on delivery date column of the

registration card or the delivery Information list which should be submitted to SYMC after the deliv-

ery of vehicle to customer.

3. If the registration card or the delivery information list for a particular vehicle is not submitted to

SYMC, the warranty claim for this vehicle shall be rejected.

16) RF (Resubmission Flag)

The resubmission flag “R” should be entered when the rejected, returned or adjusted claim is

resubmitted. Leave this column blank when the initial claim is submitted.

17) PREV. SCS No. (Previous SSANGYONG Claim Sequence Number)

When preparing new SCR form with new SCS number for resubmission, the original SCS number of

the rejected, returned or adjusted claim should be entered in this column.

18) R/O No. (Repair Order Number)*

This can be used up to ten characters. Enter the repair order number obtained from the warranty

repair order sheet issued by Distributor to perform the warranty repair.

19) Date Written*

The date when a SCR form is completed.

XXXX - XX - XX

Two digits for the date

Two digits for the month

Four digits for the year

i.e., 2005-06-12 indicates that a SCR form was completed on June 12, 2005.

WARRANTY PROCEDURES

2 - 9

2

20) No.*

This indicate the line number of a particular SCR.

21) PF (Part Flag)

Leave this column blank in case that SSANGYONG genuine parts are used for warranty repair.

The proper flag should be entered in this column according to the following condition.

L : Local Parts Flag

The flag “L” should be entered if non-genuine parts of SSANGYONG such as local parts and local

service supplies (oil or grease, radiator coolant, refrigerant, fluid, etc.) are used in performance of

warranty repairs.

In this case, the corresponding part number of SSANGYONG genuine part in SYMC parts catalog

should be entered in (22) Part Number column of SCR.

S :Sublet Repair Flag

The flag “S” should be entered if a sublet repair is performed for warranty repair.

In this case, the corresponding operation number shown in Labor Time Guide should be entered

in 28) Operation Number column of SCR.

22) Part No.

Enter the part number of the part used for warranty repair. This is given by SYMC parts catalog.

If the local parts and local service supplies are used for warranty repair, the corresponding part number of

SSANGYONG genuine part in SYMC parts catalog should be entered in this column and the flag “L”

should be entered in (21) PF column of SCR.

Note: 1. Using local parts should be authorized by SYMC except for the local service supplies such as

oil or grease, radiator coolant, refrigerant, fluid, etc.

2. A part number of refrigerant (air-conditioning gas) is “OSP70001”.

23) Part Q’ty (Part Quantity)

The quantity of each part used in warranty repair

24) Unit Price

Goods value (RMV) given in SYMC part price list

Note: Enter the actual unit price for local parts and local service supplies.

WARRANTY PROCEDURES

2 - 10

25) Part Amount

This part amount should be calculated by following formula.

Goods value (RMV) X Quantity X (1+Parts Mark-Up Rate/100)

Note: The parts mark up cost for local part and local service supplies should not be added.

26) Parts Total

Total parts amount

27) Part Name or Sublet Explanation

The part description as described in the parts catalog or the sublet work description if the sublet

repair was performed.

28) Operation Number*

Enter the seven digit labor operation number related to the warranty repair performed. The operation

numbers are given in Labor Time Guide.

If there is sublet repair or there is no operation number that exactly corresponds to a warranty repair, the

following procedure should be kept. In one claim, there must be operation code at least more than one.

In a claim, there must be operation code at least more then one.

• In case of sublet repair;

Enter the flag “S” in (21) PF column of SCR and the corresponding operation number shown in Labor

Time Guide in this operation number column.

• In case of being not a operation number that exactly corresponds to warranty repair;

If there is no operation number that exactly corresponds to a warranty repair, please use the operation

number that most closely represents the warranty repair.

29) Hours*

Operation hours are shown in the Labor Time Guide.

Note: In case of sublet repair, do not enter the actual operation hours in this column but leave this column blank.

30) Labor Amount*

This labor amount is calculated by multiplying the operation hours by the labor rate.

The amount should be shown to two decimal places.

Labor Rate Operation hours Labor Amount

US$4.95 1.1 US$5.445X =

Correct : US$5.44

Incorrect : US$5.45 or US$5.445

Note : 1. The sublet repair costs should be entered in this column.

2. The sublet repair costs should not exceed the costs of normal warrant repairs.

WARRANTY PROCEDURES

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2

31) Labor Total*

Total labor amount

32) Grand Total*

The sum of all part amount and all labor amount: (26) + (31)

33) Trouble Description

The description should be given in the following cases.

1) In case code N99, code R99 and code R99 and code P99 are used.

2) In case the sublet repair is performed.

34) Dealer Signature and Name

Authorized dealer signature and name

35) Distributor Signature and Name

Distributor service manager signature or distributor warranty manager signature and name

2-1-3. SSANGYONG Claim Report (SCR) Invoice

SSANGYONG Claim Report Invoice should be always submitted with a batch of SSANGYONG Claim Reports.

It is the evidence confirming the receipt of SCR’s.

(Refer to Appendix 9 in this manual)

The information required in this invoice form is as follows;

1) Distributor Name

2) Total Claim Amount

Sum of total amount of all SCR’s included in the same batch

3) Number of SSANGYONG Claim Reports

The number of SSANGYONG Claim Reports included in the same batch

4) SSANGYONG Claim Sequence Number: FROM

The first SCS number

5) SSANGYONG Claim Sequence Number: TO

The last SCS number

WARRANTY PROCEDURES

2 - 12

6) Skipped Number

If some SCS numbers are skipped, indicate the SCS numbers which have been skipped. If no SCS

number is skipped, however, make an “X” in this column.

7) Comments

Distributor Comments

8) Date

Date when the SCR INVOICE form is completed

9) Distributor Authorized Signature

Distributor service manager signature or distributor warranty manager signature. The copy of the

distributor authorized signature should be submitted to SYMC in advance.

10) Name (Typed)

The name corresponding to the signature.

11) SYMC Comments

For SYMC use only

12) Date Received

For SYMC use only

13) Signature

For SYMC use only

WARRANTY PROCEDURES

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2

2-2. SUBMISSION OF SSANGYONG CLAIM REPORTS

2-2-1. Time Limit for SCR Submission

SCR’s should be submitted to SYMC upon completion of the warranty repair and be received by SYMC

within sixty (60) days from the date work completed.

This will expedite prompt payment and is good business practice.

2-2-2. SCR Mailing

SCR’s should be mailed directly to SYMC at the following address;

Overseas A/S Team

SSANGYONG Motor Company

150-3 Chilgoi-Dong, Pyungtaek-si,

Gyeonggi-do, Republic of Korea

2-2-3. Supporting Documents

In cases that the documents supporting claims are required, such documents should be submitted to

SYMC.

a. Sublet Repair Invoices or Other Receipts

If the repair was performed at an outside workshop or garage, or if the parts were locally procured, the

original copies of the sublet repair invoices or relevant receipts should be attached to SCR’s. To match

the sublet repair invoice with the proper claim, the following information should be given on the invoice;

• Repair order date

• Vehicle identification number

• Repair cost

b. Repair Order Sheets

Correct repair order preparation is important to insure proper accounting of warranty and customer

paid repair, as well as, to substantiate the warranty claim.

Upon SYMC’s request, the copy of repair order sheet which covered the warranty repair being claimed

should be submitted to SYMC.

c. Others

If other related documents such as post-approval letters, Field Technical Reports or supporting letters

on a particular warranty repair are available, the copies of them should be attached to the correspond-

ing SCR.

WARRANTY PROCEDURES

2 - 14

2-3. ASSESSMENT AND PAYMENT FOR WARRANTY CLAIMS

2-3-1. Assessment for Warranty Claims

SCR’s submitted by Distributor for approval shall be carefully reviewed and assessed by SYMC according

to the applicable provisions set forth in this manual.

SYMC has the right to make the final decision on all warranty claims received from Distributor and will be

using a computer to process Distributor warranty claim.

When the assessment for warranty claims is completed, “SSANGYONG Warranty claim Approval (SWA)

list” will be issued by computer and mailed to Distributor.

On a SWA, the details of assessment result on each claim is listed such as SCS No., VIN, requested

amount, approved amount, and judge codes.

The judge codes indicate the reason for adjustment, return or rejection of each SCR.

2-3-2. Returned Claims

In case SCR’s were incorrectly prepared or a certain necessary information requested by SYMC was

lacked, they may be returned to Distributor. In every returning case, a code will be inserted in the column

titled “JUDGE” which appears in the right section of the SWA form.

(Refer to Appendix 10 in this manual)

2-3-3. Rejected Claims

When the claims submitted by Distributor are rejected by SYMC due to not satisfying the requirement for

warranty claim, Distributor shall be informed of the reason for rejection by a code, which appears in the

right section of SWA form. Rejected claims will be shown as the following codes:

(Refer to Appendix 11 in this manual)

2-3-4. Pending Claims

The claims submitted by Distributor occasionally may be pending for processing.

The followings indicate the codes for pending claims;

Codes

H01

H02

H03

Description

Claims being processed

Claimed parts not yet received

Claimed parts being retained for audit

WARRANTY PROCEDURES

2 - 15

2

2-3-5. Adjusted Claims

The claims submitted by Distributor occasionally may be adjusted during processing.

The followings indicate the codes for adjusted claims;

Codes

A01

A02

A03

A04

A05

A06

A07

A08

A09

Description

Operation hours adjusted

Labor amount adjusted

Parts quantity adjusted

Parts amount adjusted

Parts amount and quantity adjusted

Sublet repair amount adjusted

Warranty labor rate adjusted

Warranty parts mark-up rate adjusted

Repair amount adjusted by policy

2-3-6. Notification of Assessed Claims

After completing the assessment of warranty claims, Distributor shall be notified of the results by

SSANGYONG Warranty claim Approval (SWA) list. SWA will be issued by computer and the original copy

signed by SYMC representative will be mailed to Distributor.

Before mailing SWA, the advance notice to Distributor will be made by E-mail or facsimile. The advance

notice will show the credit information such as affected SCS numbers, SWA number, total claim amount

and total amount approved.

SWA has been designed to assist Distributor in accounting for all warranty claims submitted to SYMC. The

upper section of SWA contains Distributor code number and Distributor name, SWA number, date the SWA

prepared and page number. The data shown on each line of SWA corresponds to a SSANGYONG Claim

Report.

The bottom of the last page will show total requested amount, and total approved amount in U.S. Bollar.

Each requested and approved claim amount is broken down into labor, parts and total.

(Refer to Appendix 12 in this manual)

2-3-7. Payment of Approved Warranty Expense

After issuing SWA, SYMC shall remit the approved warranty expense to Distributor’s bank account.

To do this, Distributor should send SYMC the details of Distributor’s bank account in advance in which

bank name, account number, address and Distributor authorized name and signature.

The remittance to the account of Distributor’s bank shall be in principle made by SYMC’s bank in U.S.

Dollars.

(Refer to Appendix 13 in this manual)

WARRANTY PROCEDURES

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2-4. APPEAL FOR ASSESSED WARRANTY CLAIMS

If Distributor disagrees with SYMC’s assessment of a warranty claim and wishes to appeal to it, he can

resubmit any returned, rejected or adjusted warranty claims to SYMC by correcting errors or by preparing

additional descriptions substantiating the claims.

The resubmitted warranty claims should be received by SYMC within sixty (60) days from the date given

on the SWA form, and the resubmission of the returned warranty claims is accepted by SYMC within three

times.

When resubmitting the warranty claims, the following procedure should be followed;

- Recheck the relevant portion of this manual to see if anything was overlooked.

- Prepare new SCR form. Use new SCS number.

- Attach the copy of returned or rejected SCR and other supporting documents to new SCR form.

- Mail the resubmitted claims to SYMC with SSANGYONG Claim Report Invoice.

These forms should be submitted separately from the regular batch of claims.

If the resubmitted claims are approved, it will be processed for credit in normal manner.

WARRANTY PROCEDURES

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2

2-5. HANDLING OF DEFECTIVE PARTS

2-5-1. Storage of Defective Parts

All parts related to warranty claims should be retained by Distributor for six (6) months from the repair

date or until scrapped by a SYMC representative, whichever occurs first.

Faulty parts must be tagged showing the full descriptions on Defective Parts Tag and stored in an orderly

and systematic manner in the Distributor premises.

The tagging and retention system should enable an item to be easily located for inspection or for return to

SYMC.

2-5-2. Disposition of Defective Parts

Defective parts inspected by a SYMC representative or beyond the retention period may be destroyed

and scrapped by a SYMC representative or Distributor according to SYMC’s instruction.

Distributor should cooperate with SYMC representative on the request to verify or scrap the defective

parts. Any parts listed on a warranty claim that are not in the inspection area and/or are not made avail-

able for scrapping will result in those parts and related labor being charged back to Distributor.

In case of SYMC’s request, Distributor must retain the particular defective parts designated by SYMC,

although they exceeded the retention period.

2-5-3. Defective Parts Requested for Inspection

SYMC has the right to request the return of any claimed parts kept by Distributor to gather product infor-

mation during warranty period, to evaluate the validity of warranty claims, and to investigate warranty

operations.

SYMC will notify the Distributor in advance of such requests.

Upon receipt of SYMC’s request, the required defective parts must be returned to SYMC with careful

packing to be protected well from being damaged.

The defective parts should be shipped by the lowest costing method unless instructions to the contrary

are given.

Distributor must advise SYMC of the shipping information immediately after shipment.

The expense incurred by returning the parts shall be decided by discussion with Distributor according to

the normal warranty claim procedure.

(Refer to Appendix 14 in this manual)

WARRANTY PROCEDURES

2 - 18

2-6. The Request for Post Warranty Approval (POWA)

When the POWA is needed, the distributor should request it according to as follows:

To obtain POWA number from SYMC, the distributor should make the 2 sheets of forms, FTR and POWA.

(About the FTR, refer to 6-2-2. How to make out a FTR (Field Technical Report))

The POWA form is needed for Demanding Post Warranty Approval.

(About the property liable for the POWA, refer to 1-5-4)

(Refer to appendix 19 in this manual)

The POWA form shall be submitted in complete detail, one item per form, although multiple cases of the same

condition can he reported on a single form.

1. COUNTRY : Enter the name of Distributor’s country.

2. DIST. CODE : Enter Distributor’s code given by SYMC.

3. DEALER NO. : Enter Dealer’s code given by Distributor.

4. ACTION TAKEN : Time of repaired work.

5. MODEL : See Labor Time Guide.

6. VIN : See the VIN plate of the vehicle or the Service Guide the customer has.

7. ENGINE NO. : See the front, right hand side of cylinder block or the Service Guide the customer has.

8. KM-READING : Enter Km-reading at the time of repair.

9. DELIVERY DATE yymmdd : Fill out the date when the vehicle was delivered to the first retail purchaser.

10. REPAIR DATE : Enter the repair date.

11.NATURE CODE : Nature code of damaged parts or repaired work.

12. CAUSE CODE : Cause code of damaged parts or repaired work.

13. AT KM. SERVICE : The mileage of each repairing time.

14. DESCRIPTION OF WORK DONE : Repairing work’s description.

15. PF : Enter Part Flag.

16. PARTS NO. : Repairing parts’ No..

17. PART NAME OR SUBLET EXPLANATION. : Enter parts name.

18. PART QTY : Enter the quantity of each part used.

19. UNIT PART PRICE : Enter goods value of each part.

20. PART REQUEST AMOUNT : Enter amount of each repaired part.

21. OPERATION CODE. : Operation code of repaired work.

22. HR : Enter operation hour. See Labor Time Guide.

23. LABOR REQUEST AMOUNT : Enter labor amount of each labor time.

24. DETAIL OF THE WORK TO BE CARRIED OUT : The detailed description for repaired work.

25. COMMENTS FROM TECH. SERVICE MANAGER - CARS : Technical manager’s information for repaired

work.

CHAPTER 3

RECEIVING AND STORING

NEW VEHICLE

TABLE OF CONTENTS

3-1. Receiving and Inspection .............................................................................3-3

3-1-1. Inspection of New Vehicle ................................................................................ 3-3

3-1-2. Transportation Damage ................................................................................... 3-3

3-1-3. Missing or Incorrect Parts and Production Shortages ..................................... 3-3

3-2. Storage of New Vehicle.................................................................................3-4

3-2-1. Storage Location ............................................................................................. 3-4

3-2-1. Storage Preparation ........................................................................................ 3-4

3

RECEIVING AND STORING NEW VEHICLE

3 - 3

3

3-1. RECEIVING AND INSPECTION

When receiving a new vehicle, Distributor is to inspect it immediately for damage, obvious missing or

incorrect part and/or options. This inspection is to be completed before accepting receipt of the vehicle.

3-1-1. Inspection of New Vehicle

The inspection of each received vehicle for possible damage is very important because new vehicles

have usually traveled a long distance from the factory to Distributor, often passing through several meth-

ods of transportation.

The following should be included in the inspection:

a. Walk around inspection of the exterior and visible areas of the vehicle’s undercarriage.

b. Under hood inspection.

c. Trunk or cargo area inspection including all parts and/or options normally stored or trans-

ported in this area.

d. Interior inspection including all trim panels, headline carpets, and upholstery.

3-1-2. Transportation Damage

SYMC’s responsibility for damages and/or shortages extends only to the passage of vehicle through the

ship’s rail at the port of shipment. Thereafter such responsibility shall be for the carrier and/or insurance

company until the delivery documents are signed by Distributor’s representative as having received the

vehicles either in good order or with exceptions noted.

Any transportation damage including stolen or missing part should be noted in detail and reported to the

insurance company and the carrier immediately after receipt and inspection of new vehicles.

In addition, the responsibility for any damage including stolen or missing part during inland transportation

to Dealer area shall be for Distributor, carrier and/or insurance company.

3-1-3. Missing or Incorrect Parts and Production Shortages

If any missing or incorrect parts and options are discovered while receiving inspection of new vehicles

during PDI, claims have to be made to whomever is responsible, either to the carrier/insurance company

or to SYMC.

In case SYMC is responsible for any missing or incorrect parts and production shortages, i.e., those were

omitted in production of the vehicle, Distributor may request compensation for the costs incurred by cor-

rection of such discrepancies under warranty.

Claims for missing parts, noticeable at the time of vehicle inspection, such as audio equipment, antenna,

spare tire and wheel, wheel cover, jack assembly, tools and so on, which are to be considered as having

been removed during transit, are not reimbursable under warranty provisions of this manual. Such claims

should not be submitted to SYMC, rather should be presented to the representative of the carrier or the

insurance company.

RECEIVING AND STORING NEW VEHICLE

3 - 4

3-2. STORAGE OF NEW VEHICLE

Distributor is responsible for the storage, care and proper conditioning of new vehicles held in inventory.

Damage or deterioration resulting from improper vehicle storage to items such as paint, seals, chrome,

and batteries are not covered by warranty. In cases where proper vehicle protection is neglected, Dis-

tributor is responsible for labor and/or parts replacement or refinishing.

3-2-1. Storage Location

Vehicles should be stored in a clean, dry, closed, roofed and well-ventilated area if possible. When out-

door storage is used, the following should be considered as minimum requirements.

a. The area should be well-drained and have a hard or paved surface.

b. The following locations should be avoided;

- Low area where flood waters can damage vehicles

- Location adjacent to factories emitting exhaust air which is corrosive or laden with dirt of any kind

- Location near body shop

- Storage under trees where damage to finishes may result from tree sap and/or dropping from bird

c. If possible, vehicle should be parked on a level surface.

3-2-2. Storage Preparation

Certain precautions must be taken when placing a vehicle in storage as following recommendations;

a. Body

- Rinse-wash the vehicle to remove dirt accumulated in shipping.

- Check the painted surface, and polish or paper-grind lightly, and touch up if necessary.

- Polish and wax the external plated parts if necessary.

b. Engine

- Check the coolant level, if low, add to the specified level. In cold areas, add anti-freeze according to

the temperature variations.

- Check the engine oil level and replenish if necessary.

- Warm up the vehicle completely at least once per week to charge the battery and lubricate the

engine and the transmission. If vehicles are run for short intervals (5 minutes or less), condensation

may form within the engine.

RECEIVING AND STORING NEW VEHICLE

3 - 5

3

c. Battery

Vehicles that are not used for an extended period of time may develop extremely discharged and/or

permanently damaged batteries.

So, Distributor and Dealer should check and care for battery periodically.

- Check the condition of the equipped maintenance free (MF) battery through the hydrometer (test

indicator) and the following information is for testing purpose only.

Color

Green dot

Black dark

Transparency

Description

65% or above state of charge

Below 65% state of charge

Low level electrolyte

- Clean the battery terminals and coat them lightly with petroleum jelly or terminal grease.

- Distributor should not leave vehicles for storage at a heated area

d. Brake

- Do not apply the parking brake.

- Leave the service brake also in fully released position.

e. Tire

- Check and inflate tires to manufacturer’s maximum specification.

- The vehicle must be in an unloaded condition.

f. Interior

- If the vehicle is exposed to strong sun light, cover the seat, trim, instruments, etc. with a cloth, or

cover the window with some kind of sun shade or shield.

- Keep the ventilation system open.

- Windows should be closed position.

g. Aircon

Operate the air conditioner for a few minutes during the regular battery charging procedure.

Remark

Normal

Need charge

Replace battery and check the

charging system

MEMO

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CHAPTER 4

NEW VEHICLE DELIVERY

AND MAINTENANCE

TABLE OF CONTENTS

4-1. Pre-Delivery Inspection ................................................................................4-3

4-1-1. Distributor Responsibility ................................................................................ 4-3

4-1-2. Pre-Delivery Inspection Procedure .................................................................. 4-3

4-2. New Vehicle Delivery .....................................................................................4-4

4-2-1. Distributor’s Responsibility for Delivery of Warranties .................................... 4-4

4-2-2. Warranty and Service Information Booklet ...................................................... 4-4

4-2-3. Vehicle Registration ......................................................................................... 4-4

4-3. Free Inspection Service ................................................................................4-5

4-4. Maintenance Service .....................................................................................4-5

4

NEW VEHICLE DELIVERY AND MAINTENANCE

4 - 3

4

4-1. PRE-DELIVERY INSPECTION

Pre-Delivery Inspection is one of the most important factors in ensuring customer satisfaction and proper

operation of vehicles.

4-1-1. Distributor Responsibility

Distributor should inspect and make all necessary adjustments and corrections to each new vehicle for

successful vehicle operation and optimum appearance prior to the vehicle being delivered to the cus-

tomer to ensure owner confidence and goodwill.

The costs of performing the Pre-Delivery Inspection shall be at the expense of Distributor and will not be

chargeable to customer or to SYMC.

4-1-2. Pre-Delivery Inspection Procedure

Pre-Delivery Inspection forms list the operations which must be performed prior to delivery of each new

vehicle and are in a sequence which will provide a thorough inspection in the least possible time.

There are two kinds of Pre-Delivery Inspection forms – Pre-Delivery Inspection sheet and Pre-Delivery

Inspection coupon.

The Pre-Delivery Inspection sheet is used for the new car delivery preparation which is intended to assure

that the vehicle is ready for stock display and demonstration. This preparation should be scheduled well

in advance of delivery to avoid delay due to any possible repair at the time of vehicle delivery to customer.

After the inspection, the technician and service manager must sign and date the completed form.

The Pre-Delivery Inspection coupon in the Warranty and Service Information booklet (Service Guide) is

for final service that assures the vehicle is suitable for delivery to customer.

After completion of this inspection listed on reverse of the coupon, the duly filled in coupon shall be

removed from the booklet and be kept in Distributor’s file with the Pre-Delivery Inspection sheet.

The remaining stub in the Warranty and Service Information booklet should be stamped with date and

Distributor representative’s signature.

(Refer to Appendix 15 in this manual)

NEW VEHICLE DELIVERY AND MAINTENANCE

4 - 4

4-2. NEW VEHICLE DELIVERY

4-2-1. Distributor’s Responsibility for Delivery of Warranties

When delivering new vehicle, Distributor should provide customer with all necessary information including

warranty terms, vehicle characteristic, required maintenance, etc.

4-2-2. Warranty and Service Information Booklet

The Warranty and Service Information booklet (Service Guide) supplied with each new vehicle contains

the following;

- Warranty Certificate

- Ownership Registration Cards

- Owner Information

- Pre-Delivery Inspection Coupon

- Free Service Coupon

- Maintenance Records

Distributor will give the Warranty and Service Information booklet to the customer and explain the terms of

the warranties as well as the related policies covered in the booklet.

The booklet is to be completed with;

- Owner’s name and address

- Vehicle identification number

- Delivery date

- Vehicle mileage at the time of delivery

- Dealer name and signature

The customer is to be instructed to present the Warranty and Service Information booklet (Service Guide)

to Distributor when asking for warranty service.

4-2-3. Vehicle Registration

When the vehicle is sold at retail, the Ownership Registration Cards must be completed with;

- Vehicle Identification Number (VIN)

- Model

- Engine number

- Date of delivery

- Vehicle mileage at the time of delivery

- Owner’s name, phone number, address and signature

- Dealer code, name and signature

The Delivery Information List should be arrived at SYMC within 30 days from the date of delivery to thecustomer. It gives SYMC owner information for warranty data and product campaigns.

Distributor’s copy must be kept in Distributor’s vehicle history file.

NEW VEHICLE DELIVERY AND MAINTENANCE

4 - 5

4

4-3. FREE INSPECTION SERVICE

Free Inspection Service is the first periodic maintenance service after delivery to customer and very

important in ensuring customer satisfaction along with the Pre-Delivery Inspection.

After a short time of operation, the vehicle may require certain mechanical adjustments to ensure maxi-

mum performance. The main purpose of the Free Inspection Service is to inspect the vehicle and make

any necessary mechanical adjustments.

In addition, timely, skillful performance of Free Inspection Service assists in promoting customer confi-

dence in Distributor’s ability to care for his vehicle.

At the running distance specified in the Warranty and Service Information booklet after delivery of the

vehicle, Distributors should perform Free Inspection Service in accordance with the procedure specified

on the reverse side of the Free Service Coupon.

Expenses for Free Inspection Service should be borne by Distributor.

If the Free Inspection Service for a particular vehicle requires that the engine oil and filter should be

changed as part of the service, the cost of these would be for the customer’s account.

However, the customer should not be charged for the labor to perform these replacement. Upon comple-

tion of the service, the Free Service Coupon should be duly filled in and detached from the booklet for

Distributor’s retention.

The remaining stub in the booklet should be stamped with date and Distributor representative’s signature.

4-4. MAINTENANCE SERVICE

In order to guarantee economical and safe vehicle operation and to maintain the value of the vehicle, it is

of vital importance that all maintenance work is carried out at the proper intervals.

It is the owner’s responsibility to obtain regular and proper maintenance for the vehicle to help avoiding

conditions arising from neglect which are not covered by warranty. The services outlined in the Owner’s

manual should be done at the time and/or mileage stated in the maintenance schedule charts.

MEMO

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CHAPTER 5

PRODUCT CAMPAIGNS

TABLE OF CONTENTS

5-1. Distributor Responsibility ............................................................................5-3

5-2. Campaign Announcement ............................................................................5-3

5-3. Product Campaign Parts ..............................................................................5-3

5-4. Product Campaign Follow-up ......................................................................5-4

5-5. Settlement of Campaign Claims ..................................................................5-4

5

PRODUCT CAMPAIGNS

5 - 3

5

PRODUCT CAMPAIGNS

When a possible safety-related or other serious problem which could affect the vehicle performance ad-

versely is detected, SYMC will initiate a Product Campaign to fine and correct suspected unsatisfactory

conditions.

5-1. DISTRIBUTOR RESPONSIBILITY

Distributor is responsible for completing campaigns on all affected vehicles including all stock unit prior to

sale and for notifying owners of vehicles affected by product campaigns.

Distributor will also perform campaign inspections and corrections on vehicles involved regardless of

where such vehicles were purchased.

In order to complete each campaign activity in the shortest period of time, Distributor should consider

contacting, via local telephone, personal or first class mail, each vehicle owner who has not responded in

a reasonable length of time.

Distributor shall provide on behalf of SYMC the relevant authorities with the proper documents and data

related to campaign if required.

5-2. CAMPAIGN ANNOUNCEMENT

SYMC will announce each campaign directly to Distributor through the Product Campaign Bulletin.

The Product Campaign Bulletin will provide information concerning the following;

- Description of problem.

- Specific period of campaign

- Description of vehicle involved – vehicle identification number range and other specific data regarding

body style, options or accessories when required.

- Parts requirement and method of procurement.

- Procedure on how to proceed with inspection and/or correction.

- Disposition of replaced parts – instruction to Distributor regarding return or retention of replaced parts,

when applicable.

- Claim procedures including time allowance and campaign operation number.

- Owner notification – a copy of a suggested owner notification letter.

5-3. PRODUCT CAMPAIGN PARTS

Depending on the situation, SYMC will supply Distributor with the parts and/or materials required. In this

case, the campaign parts and/or material will be distributed according to SYMC’s determination of the best

means for distribution.

In some cases, however, it may be easier to obtain parts locally. In such cases, Distributor will be advised

of relevant details in the Product Campaign Bulletin and should then obtain the parts and make them

available to his service department.

PRODUCT CAMPAIGNS

5 - 4

5-4. PRODUCT CAMPAIGN FOLLOW-UP

Immediately upon receipt of a Product Campaign Bulletin, Distributor shall set up and thereafter maintain

a Product Campaign file to reflect the status of each vehicle assigned to or repaired by Distributor.

A separate file under the campaign number shall be established for each campaign.

Records should be maintained to allow each follow-up of owners who have been unavailable for proper

campaign service.

The campaign progress report should be submitted to SYMC by monthly basis.

5-5. SETTLEMENT OF CAMPAIGN CLAIMS

After the required campaign service has been performed, Distributor should submit claims for Product

Campaign service expenses using SSANGYONG Claim Report (SCR) form. The campaign claims will be

settled according to the warranty procedure stipulated in this manual.

CHAPTER 6

PRODUCT INFORMATION

TABLE OF CONTENTS

6-1. Service Publications .....................................................................................6-3

6-1-1. Service Manual ................................................................................................ 6-3

6-1-2. Owner’s Manual ............................................................................................... 6-3

6-1-3. Service Guide .................................................................................................. 6-3

6-1-4. Service Bulletin ................................................................................................ 6-3

6-1-5. Labor Time Guide ............................................................................................ 6-3

6-2. Field Technical Report (FTR) .......................................................................6-4

6-2-1. General Instruction of FTR Preparation ........................................................... 6-4

6-2-2. How to Make a Field Technical Report (FTR) .................................................. 6-5

6

PRODUCT INFORMATION

6 - 3

6

6-1. SERVICE PUBLICATIONS

6-1-1. Service Manual

Service Manuals are prepared so that they may be used as quick reference books for the experienced

technician, or as a step-by-step procedure for the beginner.

The manuals are designed as a training and for all on-the-job training in Distributor’s service department.

This is accomplished through written description and instructions, illustrations and specifications.

At least one copy of Service Manuals should always be available in workshop so that technician can refer

to it at any time.

Limited number of initial copies of Service Manuals, which have been decided by SYMC in consideration

of scale of Distributor’s service network, are distributed to Distributor free of charge.

Additional copies are supplied based on Distributor’s firm order.

6-1-2. Owner’s Manual

The Owner’s Manual is prepared primarily for the use of the new vehicle purchaser. It contains instruc-tions on the use of instruments and controls, daily care, lubrication recommendations, maintenance

schedules, safety precautions, specifications, etc.

A copy of the Owner’s Manual is placed in the glove box of each new vehicle shipped from factory. This

publication should be brought to the attention of the owner at the time the new vehicle is delivered.

6-1-3. Service Guide

Each new vehicle is supplied with Service Guide which contains warranty and service information. (Refer

to Section 4-2-2 of this manual for the details.)

Distributor is requested to explain to customers correct warranty items and duty based on this Service

Guide when delivering vehicles to customers and to urge customers to read them.

Customers should be told to always carry Service Guide by placing it in the glove compartment so that it

can be presented promptly when warranty service is required. And Distributor has responsibility to inform

his owners about that.

6-1-4. Service Bulletin

Service Bulletins are mailed to Distributor as the need arises. They contain important service information

for Distributor and service personnel, i.e., information on new service techniques, specifications, diagnos-

tic procedures, corrections of problems, and other service information.

6-1-5. Labor Time Guide

Labor Time Guide contains standard time allowance required to perform the service operations and is

prepared for the purpose of computing the compensation payable by SYMC to Distributor for the perfor-

mance of warranty policy and campaign adjustments and other work authorized and performed for the

account of SYMC. SYMC supplies all Distributor with one copy of Labor Time Guide free of charge.

If additional copies are desired, they can be purchased.

PRODUCT INFORMATION

6 - 4

6-2. FIELD TECHNICAL REPORT (FTR)

6-2-1. General Instruction of FTR Preparation

The FTR provides valuable information to SYMC relative to;

- Vehicle operation.

- Product performance and durability.

- Vehicle operating condition as affected by area or location.

- Design features which adversely affect sales.

The FTR should be submitted;

- In every case where product conditions develop after the unit is served and cannot be corrected

with standard service techniques and the assistance of SYMC is required.

- If the condition is of a recurrent nature.

- When a specific condition is of such a nature as to be considered unusual or premature.

The FTR is not intended to be used for minor irregularities or conditions as can be corrected locally

from knowledge gained by past experience with similar problems.

The FTR should be submitted at least within 5 days from the date problem noticed.

PRODUCT INFORMATION

6 - 5

6

6-2-2. How to make a Field Technical Report (FTR)

The FTR shall be submitted in complete detail, one item per form, although multiple cases of the same

condition can be reported on a single form. Photographs or sketches are often helpful in this condition

and should be submitted at the discretion of the Distributor.

(Refer to Appendix 18 in this manual)

1. FTR NUMBER : Fill out serial number of the FTR make out.

Start from 001 each year.

2. REPORT DATE : Fill out the date of completion of the FTR.

3. COUNTRY : Enter the name of Distributor’s country

4. DISTRIBUTOR CODE : Enter Distributor’s code given by SYMC.

5. SUBJECT : Write down the main item of defect.

Ex) Rear axle noise, Engine overheating, etc.

6. MODEL : See Labor Time Guide.

7. DEALER CODE : Enter Dealer’s code given by Distributor.

8. VEHICLE IDENTIFICATION NO. : See the VIN plate of the vehicle or the Service Guide the customer has.

9. ENGINE NO. : See the front, right hand side of cylinder block or the Service Guide the customer has.

10. KM-READING : Enter Km-reading at the time of repair.

11. DELIVERY DATE : Fill out the date when the vehicle was delivered to the first retail purchaser.

12. REPAIR DATE : Enter the repair date.

13. REPLACED PART NO. : Enter the Replaced part Number.

14. NATURE OF COMPLAINT : Write down nature of complaint in detail, and attach sketch or photo-

graphs as necessary.

15. PROBABLE CAUSE : Write down probable cause of complaint in detail.

16. CORRECTIVE ACTION TAKEN : Write down actions taken to correct the defect.

17. CORRECTIVE ACTION TAKEN RESULT : Write down the result of corrective action.

18. RECOMMENDATION : Write down your opinion for defect.

19. REPORTER : Enter reporter’s name.

20. TITLE : Enter reporter’s title.

21. SIGNATURE : Enter reporter’s signature.

MEMO

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APPENDIX

TABLE OF CONTENTS

A-1. How to Make Out the Work Sheet ............................................................. A-3A-1-1. Please Write in Details All Expense for Your Technicians ............................... A-3

A-2. Work Sheet for Computing Warranty Labor Rate ................................... A-4

A-3. How to Make Out the Parts Mark-up Study Sheet ................................... A-5A-3-1. Please Write in Details All Expense Concerning A/S Par which You Ordered ... A-5

A-4. Parts Mark-up Rate Study........................................................................... A-6

A-5. Delivery Information List ............................................................................. A-7

A-6. SSANGYONG Claim Report ...................................................................... A-8

A-7. Nature & Cause Codes ................................................................................ A-9A-7-1. Nature Code .................................................................................................... A-9

A-7-2. Cause & Paint Code ...................................................................................... A-10

A-8. SSANGYONG Claim Report Invoice ......................................................... A-11

A-9. Return & Reject Codes .............................................................................. A-12A-9-1. Return Claim Code........................................................................................ A-12

A-9-2. Reject Claim Code ........................................................................................ A-13

A-10. SSANGYONG Warranty Claim Approval List ......................................... A-14

A-11. Bank Account ............................................................................................ A-15

A-12. Defective Parts Tag .................................................................................. A-17

A-13. Pre-delivery Inspection ............................................................................ A-18

A-14. Ownership Registration Card ................................................................. A-20

A-15. Maintenance Record ................................................................................. A-21

A-16. Field Technical Report ............................................................................. A-22

A-17. Post Warranty Approval Report ............................................................. A-24

A

APPENDIX

A - 3

A

Appendix 1. HOW TO MAKE OUT THE WORK SHEET

Days regularly worked at workshop for a week.

Hours regularly worked at workshop for a day.

Days regularly worked at workshop for a year.

→ Excluding vacation days and holidays

Hours regularly worked at workshop for a year.

→ Excluding vacation days and holidays

The technician name who works directly in your workshop. (only technician not man-

ager or director as like that)

Classify technician as A, B, C according to the skilled degree;

- A: excellent

- B: medium between A and B

- C: not skilled

ex) in case of the excellent skilled technician working at a paint shop, write it as “PAINT A”.

Expenses paid one as a basic salary (exception of allowance, bonus and extra) for a

year except fringe benefit.

Column 8 divided by column 3.

Regular vocation days at workshop for a year.

Column 9 multiplied by column 10.

Official holidays by government

Column 9 multiplied by column 12.

If you have the hospitalization and surgical plan, you write the expenses paid to mechan-

ics by it or loss of income during periods of hospitalization and surgery by it.

If you have the group insurance plan, you write the expenses paid for group insurance.

Some of the most common types of group insurance coverage include Hospital-Medical,

Life, Sickness/Accident.

If you have sick-pay plan, you write the loss of income during periods of accidents and

sickness. (Column 9 multiplied by periods of sickness)

If you have the uniform and laundry plan, you write expenses for it.

If you have the pension and retirement plan, you write expenses for it.

Total (8, 11, 13, 14, 15, 16, 17, 18)

Do not fill in.

A-1. HOW TO MAKE OUT THE WORK SHEET

A-1-1. Please Write in Details All Expense for Your Technicians

1

2

3

4

6

7

8

9

10

11

12

13

14

15

16

17

18

19

20. 21. 22

DescriptionColumn No.

APPENDIX

A - 4

A-2

.WO

RK

SH

EE

T F

OR

CO

MP

UT

ING

WA

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AN

TY

LA

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R R

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TE

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ES

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+B

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1.

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:

2.

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)

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t: U

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NO5 1 2 3 4 5 6 7 8 9 10

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Y

8

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ILY

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9

VAC

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ION

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YE

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10

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VAC

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PE

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11

HO

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YS

12

PA

ID

HO

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AY

S

PE

R Y

EA

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13

ME

DIC

AL

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ST

PE

R

YE

AR

14

GR

OU

PIN

SU

RA

NC

E

PE

R Y

EA

R

15

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K P

AY

16

UN

IFO

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UN

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Y

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LS

17

RE

TIR

EM

EN

T

& P

EN

SIO

N

PLA

N P

ER

YEA

R

18

TOTA

L

19

Appendix 2. POWA FORM

APPENDIX

A - 5

A

Write invoice number.

Write Raw Material Value (R.M.V) in Korea.

Write boxing, handling and delivery charge paid from the manufactory to the point in

Korea.

Write marine freight charge paid from the port in Korea to the port in your country.

Write the cost insured for marine freight.

Write total amount added line 3 and line 5.

* Total amount added line 2 through line 5 means C.I.F prices

Write banking expensed, eg. L/C open charge, L/C amend charge, etc.

Write local marine freight charges in case of marine price in your country.

Write local insurance in case you insured for local marine freight.

Write the import custom duty in your country.

Write the other taxes (Before sales):

Defense tax, commodity tax, etc.

Write inland freight charge paid from the port in your country to your warehouse or

workshop.

Write the charge for the use of a wharfage.

Write all expenses paid except line 7 through 13; special bonded charge, local han-

dling charge, etc.

Write the price selling directly to the ultimate consumers.

* shipment No. 1, No. 2, No. 3 mean each shipments.

* you should write line 7 through line 15 in your local currency and write the exchange

rate.

A-3. HOW TO MAKE OUT THE PARTS MARK-UP STUDY SHEET

A-3-1. Please Write in Details All Expense Concerning A/S Part Which You Ordered

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

DescriptionColumn No.

Appendix 3. HOW TO MAKE OUT THE Parts Mark-up study sheet

APPENDIX

A - 6

A-4. PARTS MARK-UP RATE STUDY

DISTRIBUTOR NAME

COUNTRY

PORT OF ENTRY

DISTRIBUTOR CODE

CITY

EXCHANGE RATE US$1 =

1 =

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

No.

INVOICE NO.

GOODS VALUE (R.M.V.) IN KOREA*

BOXING, HANDLING & DELIVERY*

OCEAN FREIGHT*

INSURANCE*

TOTAL OF LINE 3 THROUGH 5*

BANKING EXPENSES**

OCEAN FREIGHT (WHEN PAID LOCALLY)**

INSURANCE (WHEN PAID LOCALLY)**

IMPORT DUTY**

LOCAL TAXES**

INLAND FREIGHT**

WHARFAGE CHARGE**

MISCELLANY

RETAIL PRICE (APPROXIMATION)

DESCRIPTION SHIPMENT NO.1 SHIPMENT NO.3SHIPMENT NO.2

* : FROM SOURCE INVOICE - IN SOURCE CURRENCY

** : FROM DISTRIBUTOR DOCUMENTS - IN LOCAL CURRENCY

NOTE : 1. ALL FIGURES IN THE ABOVE MUST BE VERIFIED BY EVIDENTIAL DOCUMENTS WHICH ARE

ATTACHED TO THIS STUDY SHEET.

2. MISCELLANY EXPENSES (NO.14) SHOULD BE EXPLAINED IN DETAIL.

(USE EXTRA SHEETS OF PAPER.)

PREPARED BY NAME SIGNATURE

TITLE DATE

Appendix 4. Parts Mark-Up Rate Study Form

APPENDIX

A - 7

A

A-5. DELIVERY INFORMATION LIST

DISTRIBUTOR NAME

DISTRIBUTOR CODE DATE PAGE OF

NODEALER

CODE

DATE OF DELIVERYREMARKS

YEAR

VEHICLE IDENTIFICATION

NUMBER (VIN) MONTH DATE

TITLE: NAME: SIGNATURE:

Appendix 5. Delivery Information List Form

APPENDIX

A - 8

GR

AN

D T

OTA

L

FO

R S

SA

NG

YO

NG

US

E O

NLY

A-6

.SS

AN

GY

ON

G C

LA

IM R

EP

OR

T

Appendix 6. SSANGYONG Claim Report (SCR) Form

Pag

eo

fU

NIT

: U

S D

OLL

AR

or E

UR

O

MF

(7)

RF

(16

)

NO

.

(20

)

01 02 03 04 05 06 07 08 09 10DIS

TRIB

UTO

R N

AM

E

(1)

PF

PAR

T N

O.

(22

)

PAR

TQ

’TY

(23

)(2

4)

DE

ALE

RC

OD

E

(3)

NAT

UR

EC

OD

E

(10

)

OD

OM

ETE

R R

EA

DIN

G

(8)

PR

EV

.SC

S N

O.

(17

)

DIS

T.C

OD

E

(2)

CLA

IMTY

PE

(9)

UN

IT P

RIC

E

(25

)

(26

)

PAR

TA

MO

UN

T

SC

S N

O.

(4)

CA

US

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(11

)

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AL

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RT

NO

.

(12

) PAR

T N

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UB

LET

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ION

(27

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ST

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TY

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(14

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EN

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(28

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TO

TAL

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OR

TO

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ALE

R S

IGN

ATU

RE

(34

)

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ME

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TRIB

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IGN

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(35

)

NA

ME

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PAIR

DAT

E

YE

AR

MO

NTH

(6)

DAT

E

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UR

S

(29

)

DE

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ATE

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(15

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DAT

E

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(19

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(32

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(33

)

(1) D

IST

RIB

UT

OR

→ S

SA

NG

YO

NG

APPENDIX

A - 9

A

A-7. NATURE & CAUSE CODES

A-7-1. Nature Code

N01 - Hard start, no start

N02 - Poor idle

N03 - Surge, hesitation

N04 - Engine noise, engine knocking noise

N05 - Choke malfunction

N06 - Engine stalled

N07 - Excessive fuel consumption

N08 - Excessive oil consumption

N09 - Overheated

N10 - Shift shock

N11 - Engine run-on

N12 - Flooded

N13 - Poor acceleration

N14 - Abnormal combustion

N15 - Lack of engine power

N16 - Percolation

N17 - Improper exhaust gas

N18 - Back fire, after fire

N19 - Vapor lock

N20 - Blocked

N21 - Shuddering, pulsation, vibration

N22 - Slippage

N23 - Difficult engagement

N24 - Difficult disengagement

N25 - Abnormal shifts

N26 - Impossible shifts

N27 - Squeaking, squealing, abnormal (wind) noise

N28 - Dragging

N29 - Pulls

N30 - Stalled while driving

N31 - Stalled while idling

N32 - Stalled between shifts

N33 - Stalling while sudden braking

N34 - Fails to reach normal operating temperature

N35 - RPM too low

N36 - RPM too high

N37 - Jumping-out

N38 - Improper synchronizing

N39 - Oil diluted

N40 - Misfire

N41 - Sponge pedal

N42 - Unstable steering

N43 - Excessive shock

N44 - Poor release

N45 - Unusual tire wear

N46 - Misaligned or mismatched

N47 - Weak

N48 - Hard to run

N49 - Impossible to run

N50 - Vehicle bouncing

N51 - Deteriorated

N52 - Distortion, rainbow, waving

N53 - Color mismatched

N54 - Defective chrome plate, defective painting

N55 - Rust, corrosion, perforation

N56 - Glazed

N57 - Loose, poor fit

N58 - Bubbles

N59 - Vehicle vibration

N60 - Excessive vibration

N61 - Dead battery

N62 - Inaccurate (meter, gauge, etc.)

N63 - Poor sound (horn, radio, etc.)

N64 - Overcharged, discharged

N65 - Electrical failures

N66 - Blown fuse

N67 - Warning light on

N68 - Intermittent operation

N69 - Pulls to left or right

N70 - Poor AM reception/interference

N71 - Oil leak, oil entering

N72 - Water leak, water entering

N73 - Leaks-other (air, fuel, refrigerant, vacuum)

N74 - Poor FM reception/interference

N75 - Radio/CDP does not operate properly

N76 - Tape deck does not operate properly

N77 - Improper memory

N78 - Improper volume control

N80 - Headlamp improperly aimed

N82 - Loosening, falling-off, sagged

N83 - Gas leak, gas entering

N84 - Improper opening and/or closing

N85 - Grabbed

N86 - Poor maneuverability

N87 - Insufficient brake

N88 - Brake judder

N90 - Color rainbow, color waving

N91 - Interference

N92 - Inoperative

N93 - High/low operating effort

N94 - Special policy

N95 - Glass cracked

N96 - Glass broken

N97 - Glass chipped

N98 - Glass scratched

N99 - Undefined

Nature Code Nature

Appendix 7. Nature Code

APPENDIX

A - 10

A-7-2. Cause & Paint Code

R01 - Scored, scratched or chipped

R02 - Frozen

R03 - Peering, come-off

R04 - Rusty corroded

R05 - Split, cut or torn

R06 - Broken or cracked

R07 - Porous, pinholes, cavity

R08 - Bent, kinked, twisted, distorted, warped or wrinkled

R09 - Stripped-bolts, holes, nuts

R10 - Soiled

R11 - Weakened, loss of tension or resilience (spring, cushion, etc.)

R12 - Abnormal wear

R13 - Out of balance

R14 - Out of round

R15 - Loose or improper connection

R16 - Open circuit or short circuit

R17 - Burned or burned out

R18 - Grounded or shorted

R19 - Improperly machined

R20 - Faulty casting

R21 - Improper clearance, back lash, free play

R22 - Lack of lubricants

R23 - Improper welding or soldering, welding or soldering omitted

R24 - Improper tightening, fit or assembly

R25 - Sticks, binds, seized

R26 - Foreign material, clogged

R27 - improper sealing, sealer omitted or skipped

R28 - Improper adjustment

R31 - Incorrect part

R32 - Improperly installed

R33 - Improperly routed

R34 - Missing part

R35 - Flaw in material

R36 - Contaminants

R99 - Undefined

P01 - Overspayed, drip

P02 - Undersprayed, bare

P03 - Color mismatched

P04 - Low gloss

P05 - Mottled, cloudy

P06 - Sags or runs

P07 - Pin hole

P11 - peeling, scaling

P12 - Orange peel

P13 - Slow drying

P14 - Thin

P15 - Wavy

P16 - Tape mark, touch mark

P17 - Chemical damage

P18 - Acid rain

P19 - Atmospheric fallout

P20 - Polishing mark, sanding mark

P21 - Touch up

P22 - Dust, dirt

P23 - Poor welding

P24 - Rust

P25 - Blistered

P26 - Chipped

P27 - Cracked

P30 - Surface scratch

P31 - Scab corrosion

P32 - Dent

P33 - Rust perforation

P34 - Discolored, faded

P99 - Undefined

Cause Code Paint Code

Appendix 8. Cause & Paint Code

APPENDIX

A - 11

A

TOTAL CLAIM AMOUNT : US$ ( ) (2)

NUMBER OF SSANGYONG CLAIM REPORTS (3)

SSANGYONG CLAIM SEQUENCE NUMBER : FROM (4)

TO (5)

SKIPPED NUMBER : (6)

COMMENTS : (7)

DATE : (8)

DISTRIBUTOR AUTHORIZED SIGNATURE

(9)

NAME (TYPED) (10)

(FOR SYMC USE ONLY)

SYMC COMMENTS : (11)

DATE APPROVED : (12) SIGNATURE: (13)

A-8. SSANGYONG CLAIM REPORT INVOICE

TO: SSANGYONG MOTOR CO., LTD.

OVERSEAS A/S TEAM

FROM: (DISTRIBUTOR NAME)

(1)

Appendix 9. Ssangyong Claim Report Invoice

APPENDIX

A - 12

A-9. RETURN & REJECT CODES

A-9-1. Return Claim CodeD01 - SCS number missed, incorrect or duplicate

D02 - Repair date missed or incorrect

D03 - Distributor code missed or incorrect

D04 - Dealer code missed or incorrect

D05 - Vehicle identification number missed or incorrect

D06 - Odometer reading missed

D07 - Claim type missed or incorrect

D08 - Nature code missed or incorrect

D09 - Cause code or paint code missed or incorrect

D10 - Causal part number missed or incorrect

D11 - Post Warranty Approval (POWA) type missed or incorrect

D12 - Post Warranty Approval (POWA) number incorrect or not authorized

D13 - Delivery date to customer missed or incorrect

D14 - Previous SCS number missed or incorrect

D15 - Repair order number missed

D19 - Parts number missed or incorrect

D20 - Parts quantity missed or incorrect

D21 - Parts amount missed or incorrect

D22 - Parts number not corresponding with labor operation

D23 - Operation number missed or incorrect

D24 - Labor hour missed or incorrect

D25 - Labor amount missed or incorrect

D26 - Distributor’s authorized signature missed or incorrect

D27 - Dealer’s authorized signature missed or incorrect

D28 - Trouble description missed or unclear

D29 - Invoice or receipt for sublet repair not attached

D30 - Reason for replacement of complete assembly not shown or unclear

D31 - Vehicle not registered to SYMC

D32 - Combination operation number can not be used alone

D33 - Actual repair time unreasonable

D34 - Parts not supplied

D35 - Improper repair

D36 - Evidence [Color photo, supporting documents, etc.] not attached

D37 - Description for NPN and/or operation number missed or incorrect

D38 - WCA number missed, incorrect or duplicate

D39 - Labor operation over used per unit

D40 - Description for N99, R99, and/or P99 missed or incorrect

D41 - Date written missed or incorrect

D42 - Detail Sequence number missed or duplicate

D43 - Operation number applied improperly

D44 - Requested labor amount unreasonable

D45 - Parts amount should be zero for the parts supplied free of charge

D46 - Labor rate not settled yet

D47 - Sublet amount unreasonable

D48 - One side operation number used twice instead of both sides

D49 - Part type missed or incorrect

D50 - Odometer reading unreasonable

D51 - Parts unit price missed or incorrect

D52 - Same repair history

D53 - The part not related to the causal part

D99 - Comments given on SWA form or fax message

Appendix 10. Return Claim Code

APPENDIX

A - 13

A

A-9-2. Reject Claim CodeC01 - Claim beyond the warranty period [time limit]

C02 - Claim beyond the warranty period [time limit from the shipping date]

C03 - Claim beyond the warranty period [mileage limit]

C04 - Claim submitted beyond the 60 days after repairing the vehicle

C05 - Repair considered as pre-delivery inspection service

C06 - Periodical free inspection service

C07 - Repair or replacement considered as owner’s maintenance responsibility

C08 - Items not covered by warranty

C09 - Odometer reading less than the old one

C10 - Resubmission of the approved claim

C11 - Resubmission of the rejected claim

C12 - Missing parts or damaged vehicle during transportation; shortage or damage report to carrier or insurer

C13 - Distributor’s appeal for original rejection and return not submitted within 30 days

or resubmission over than four times

C14 - Overlapping labor operation

C15 - Vehicle not recorded in vehicle history file

C16 - Claimed parts not received within time limit

C17 - Non-genuine parts used in this repair not accepted

C18 - Claims not involved in product campaign

C19 - Claims resulting from modifications not accepted

C20 - Claims involving same repair as previous one not accepted

C21 - Claims not corresponding with the evidence [photo, invoice, receipt, etc.]

C22 - Inappropriate repair

C23 - Claims due to normal wear and tear not accepted

C24 - Claims based on specifications problems not accepted

C25 - Replacement for parts not equipped with original vehicle

C26 - Claims caused by customer’s carelessness or accident

C27 - Claims related to the parts supplied free of charge

C28 - Overlapping parts claims

C29 - Damage or deterioration resulting from improper vehicle storage

C30 - Part number and operation number not corresponding with one of previous SCS number

C31 - Post Warranty Approval (POWA) not obtained by SYMC

C32 - Claim not corresponding with POWA number.

C33 - Post Warranty Approval (POWA) number already used

C34 - The causal part not related to operation number

C35 - The nature or cause code not related to main operation number

C36 - The replacement part not related to any operation number

C37 - The claimed part examined and found not faulty

C38 - Claims caused by improper repair

C39 - Claims caused by lack of maintenance service

C40 - Dealer installed kit not covered by warranty

C41 - Duplicate submission

C99 - Comments given on SWA form or fax message

Appendix 11. Reject Claim Code

APPENDIX

A - 14

Labo

r

Adj

uste

d P

arts

Appendix 12. SSANGYONG Warranty Claim Approval (SWA) List form

A-1

0. S

SA

NG

YO

NG

WA

RR

AN

TY

CL

AIM

AP

PR

OVA

L L

IST

ISS

UE

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01

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t N

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TO P

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A-N

o.

2002

01

WC

A-N

o.

2002

02D

ea

ler

SC

S-N

o.

VIN

2002

0100

01K

PT

F0B

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VP

1234

56

2002

0100

02K

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56

SU

B T

OTA

L

Ssa

ngyo

ng C

laim

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rant

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laim

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im

Dis

trib

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Nam

e

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ler C

ode

1001

Req

u La

mt

18.8

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8.21 4.

8

4.8

9.6

Req

u P

amt

62.2

5

42.0

5

20.2

10.1

2

10.1

2

20.2

4

Req

u Ta

mt

81.0

6

52.6

5

28.4

1

14.9

2

14.9

2

29.8

4

App

r La

mt

9.4

5.2

4.2

4.8

4.8

9.6

App

r P

amt

37.7

5

27.7

5 10

10.1

2

10.1

2

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4

App

r Ta

mt

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5

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2

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Dse

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Req

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Req

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Req

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am

ount

Ap

pro

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or

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s App

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A-N

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2002

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PT

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56

2002

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PT

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2002

0100

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57

SU

B T

OTA

L

GR

AN

D T

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L

1002

Req

u La

mt

18.8

1

18.8

1

4.8

4.8

9.6

9.6

33.2

1

42.8

1

Req

u P

amt

62.2

5

62.2

5

10.1

2

10.1

2

20.2

4

20.2

4

92.6

1

112.

85

Req

u Ta

mt

81.0

6

81.0

6

14.9

2

14.9

2

29.8

4

29.8

4

125.

82

155.

66

App

r La

mt 0 0 0 0

9.6

9.6

19.2

28.8

App

r P

amt 0 0 0 0

20.2

4

20.2

4

40.4

8

60.7

2

App

r Ta

mt 0 0 0 0

29.8

4

29.8

4

59.6

8

89.5

2

Dse

q 00 01 00 01 00 01

Judg

e C

ode

D31

Lab

Judg

D20

Par

t Ju

dg

Det

aile

d C

laim

Seq

uenc

e

Hea

d Ju

dge

Par

ts J

udge

APPENDIX

A - 15

A

A-11. BANK ACCOUNTRef No.: TSC050609 Date: June 9, 2005

Overseas A/S Team

Ssangyong Motor Co., Ltd.

Subject: Details of Bank Account

Bank Name: CHANG HWA COMMERCIAL BANK, LTD. TUN HWA BR.

ADDRESS: NO.71, TUN HWA S. ROAD, SEC.2, TAIPEI, TAIWAN, R.O.C.

TEL: (02) 2784-9821 FAX: (02) 2706-9400

SWIFT CODE: CCBC TWTP527

IBAN NO (ONLY EUROPE BANK):

RECEIVER A/C NO. : 5272-01-62554-2-00

RECEIVER NAME : TAIWAN SSANGYONG COMPANY LTD.

RECEIVER ADDRESS : 1FL., NO.260, SEC.7, CHENG TEH RD., TAIPEI, TAIWAN, R.O.C.

TEL: 02-28203228

FAX: 02-28203400

Please remit the warranty claim expense by T/T to our account No. 5272-01-62554-2-00

with CHANG HWA COMMERCIAL BANK, LTD. TUN HWA BR.

JAMES LIAW / TAIWAN SSANGYONG COMPANY LTD.

(The Distributor authorized name and signature)

SPECIMEN

essential item

Appendix 13. Bank account

APPENDIX

A - 16

Ref No. Date:

Overseas A/S Team

Ssangyong Motor Co., Ltd.

Subject: Details of Bank Account

Bank Name:

ADDRESS:

TEL:

SWIFT CODE:

IBAN NO (ONLY EUROPE BANK):

RECEIVER A/C NO.:

RECEIVER NAME:

RECEIVER ADDRESS:

TEL:

FAX:

Please remit the warranty claim expense by T/T to our account No.

with

(The Distributor authorized name and signature)

Appendix 13. Bank account

APPENDIX

A - 17

A

DEFECTIVE PARTS TAG Defective - Description

1. DISTRIBUTOR CODE

2. DEALER CODE

3. REPAIR ORDER NO.

4. SCS NO.

5. PART NO.

6. VIN

7. ENG NO.

8. REPAIR DATE

9. ODOMETER

(Describe in detail exact nature &

cause of trouble)

Appendix 14. Defective parts Tag

A-12. DEFECTIVE PARTS TAG

APPENDIX

A - 18

A-13. PRE-DELIVERY INSPECTION

Vehicle Model

Vehicle Identification Number

Engine Number

Color Code

Dealer Repair

Stock No. Order No.

Owner’s Name

Address

City State

Delivered by

Dealer Name

Dealer Code Date

1. Engine compartment

Check Engine Compartment for components which may be loose; kinked or pinched vacuum hoses orElectrical connections, and for any other missing or disconnected components.

Check to assure that hoses and electrical wires are properly routed to provide sufficient clearance withAdjacent moving or hot parts.

Observe the movement or freeness of movement of linkage, valves and other components.

Check for unusual noises within the engine compartment.

Visually inspect for seepage and leaks at hoses and pipe connections, seals, gaskets and plugs.

Tighten clamps and connectors as necessary.

Check power steering gear, lines and hoses for leaks and clearance with adjacent panels, moving or hotParts. Tighten clamps and connectors as necessary.

Test engine coolant protection.

Check all fluid levels; engine oil, transmission oil, power steering oil, battery, clutch and cooling system. Addas required.

Check throttle linkage for freeness at wide open and closed throttle.

Check tension on all belts.

2. Body-Accessories

Check operation of all interior and exterior lights;

Check operation of all standard and optional accessories, such as;

CHECK, INSPECT AND/OR PERFORM THE FOLLOWING OPERATIONS REMARKS

Headlights Operation and Aim(correct as necessary to con-form with local specifications)

Turn Signal Lights

Hazard Warning Lights

Back-Up Lights

Stop Lights

Tail Lights

License Plate Lights

Position Lights

Additional Turn Signal Lights

Instrument Panel Light(includes all warning lights)

Dome and Courtesy Lights

Daytime Running Lights

Front dome lamp with sun roof

Glove box illumination

Head lamp leveling switch

Instrument panel gauge Op-eration

Front fog lamp switch

Rear fog lamp switch

Rear window demister switch

Instrument illumination controlswitch

Horn switch

Wiper and washer operation

Tailgate window wiper andwasher switch

Radio/cassette, speakers,antenna

Cup holder

Cigarette lighter

Clock

Door lock

Child safety door lock

Door window

Outside rearview mirrors

Tiltable steering wheel

Power sun roof

Seat/Power seat

Fuel filler door release lever

Trunk lid release lever

Engine hood release lever

Theft deterrent system

- Immobilizer system

- Perimetric protection

- Ultrasonic interior spaceprotection

Keyless entry system

Key hole illumination

Front door step lamp

Appendix 15 (Part 1 of 2). Pre-Delivery Inspection Sheet

APPENDIX

A - 19

A

3. Under Vehicle

Visually inspect vehicle under carriage for looseness, missing components and line routing and clipping, andfluid leaks.

- Tighten clamps, couplings and connectors as necessary.

4. Road Test

Road test on a route with road conditions permitting the proper evaluation of squeaks and rattles.

During this test, check the following items for proper operation and function;

5. Appearance

Inspect condition and perform detail operation

Remove Exterior Protective Shipping Material (s)

Wash Vehicle

Check for proper assembly, fit and retention of parts and components, such as;

Exterior finish

Detail Clean up-Remove overspray, Cement, Weatherstrip Sealer, etc.

Touch-Up-Chipped Paing (brush or aerosol spray)

Hand Polish-Minor Painting Imperfections by Wet Sanding with 600-Grit paper or Hand Compounding

Interior trim and carpets protective coverings, clean as required, inspect:

CHECK, INSPECT AND/OR PERFORM THE FOLLOWING OPERATIONS REMARKS

Steering Gear and Linkage

Proper Tie Rod Clamp Position

Exhaust System for ProperAlignment and Clearance

Front and Rear Suspension

Check Axle and Manual Trans-mission Fluid Level

Brake System

Fuel System

Drive shaft of front drive axles

Wheel stud and Axle flangenuts

Tires

Instrument Panel

Carpet

Interior Moldings and HardTrim for Fit, Overspray, Polish,Sealer and Adhesive Clean AsRequired

Trunk Trim

Battery

Sun Visor

Door Trim Panels

Spare Wheel

Kick Pads

Console

Jack

Seats

Headliner

Vehicle Tools

Bumpers

Moldings

Grille

Sill plates

Emblems

Roof rack

Seat Belts

Free play of brake and clutch pedal

Horn

Wind Noise

Options and Accessories

Heater and Air Conditioning

Operation of Windshield Wiper and Washer forPattern, Speed, and parking Position (includesaim washer if necessary)

Cruise control

Engine and Transmission performance duringAcceleration, Deceleration, Idle, Cruise and Downshifts

Squeaks and Rattles-Correct Minor Ones Whichcan Be Eliminated by Tightening of Loose Nutsor Bolts, Or by applying Lubricant

Steering Column Ignition Lock

Instruments and Gages

Throttle controls for Free Operations

Steering (wheel center position and handling)/SSPS (Speed Sensitive Power Steering)

Brakes (Includes parking brake and warning light)

Delivery Report

Complete Ownership Registration Card

Complete Owner and Selling Dealer Information And Re-view and Explain Along with the Maintenance Schedule

Deliver Service Guide Booklet to Owner

Demonstrate Operation of All Accessories & Options

Above Services

Performed by Date

TECHNICIAN

Delivered Date

Appendix 15 (Part 2 of 2). Pre-Delivery Inspection Sheet

APPENDIX

A - 20

Owner Service No.

(O.S. No.)

Vehicle Ident. No.

(VIN)

Engine No.

Mileage at Delivery

Owner’s Name

Owner’s Address

Owner’s Signature

A-14. OWNERSHIP REGISTRATION CARD

Appendix 16. Vehicle Identification

Model

Date of Delivery

Shipping Date

Owner’s Phone No.

Dealer’s Name

Dealer’s Signature

Street

City County

APPENDIX

A - 21

A

Appendix 17. Maintenance Record

A-15. MAINTENANCE RECORD

Date

Miles

Signature

Dealer stamp

1st MAINTENANCESERVICE

2nd MAINTENANCESERVICE

4th MAINTENANCESERVICE

3rd MAINTENANCESERVICE

Date

Miles

Signature

Dealer stamp

Date

Miles

Signature

Dealer stamp

Date

Miles

Signature

Dealer stamp

Date

Miles

Signature

Dealer stamp

5th MAINTENANCESERVICE

6th MAINTENANCESERVICE

8th MAINTENANCESERVICE

7th MAINTENANCESERVICE

Date

Miles

Signature

Dealer stamp

Date

Miles

Signature

Dealer stamp

Date

Miles

Signature

Dealer stamp

Date

Miles

Signature

Dealer stamp

9th MAINTENANCESERVICE

10th MAINTENANCESERVICE

12th MAINTENANCESERVICE

11th MAINTENANCESERVICE

Date

Miles

Signature

Dealer stamp

Date

Miles

Signature

Dealer stamp

Date

Miles

Signature

Dealer stamp

APPENDIX

A - 22

Frequency of same complaint

Period: 2002.01.01~2002.01.15

Number of cases: 1

Frequency: About 0.5 %

140 270 05 06210 250 05 02140 270 65 00140 277 36 14

A-16. FIELD TECHNICAL REPORT

When does it happen?A. Car not moving and engine stoppedB. When car is moving and mostly:

During brakingDuring change from acceleration tocoastingWhen shifting from forward to reverseDuring turning

At km/hOn rough roads

In any gear or rageWhile decelerating (increasing load)At any speedWhile decelerating (coasting)

C. Mostly when using:BrakesHeater/air conditioningRear window defogSteering wheelWiper/washerStarterClutchRadio/power antennaOther

D. When engine is:Idling HotBeing started ColdWarming-up

Does it?Vary with car speed?Vary with engine speed?Vary with engine load (acceleration)?Vary with trunk load?

How does it happen?AlwaysComes and goesAfter km

FIELD TECHNICAL REPORTFTR Number

2005001

Report Date

Jan.15.2005

COUNTRY

DISTRIBUTORCODE

SUBJECT

ATTACHMENTSREPLY

PHOTOPARTOTHERS

NEED

NO NEED

MODEL DEALERCODE

VIN NO. ENGINENO.

KMREADING

DELIVERYDATE

REPLACEDPART NO.

REPAIRDATE

1. Nature of complaint: NATURE CODE: N25(Please describe in detail and attach relevant figures or photograph on the reverse side is necessary.)

Condition at the time of Complaint

2. Probable cause: CAUSE/PAINT CODE: R12

CAUSAL PART NO.: 140 270 05 06

3. Corrective action taken: OPERATION CODE: 5510110

4. Corrective action taken result:

5. Recommendation:

Reporter: Dennis Lin Title: Service manager Signature: Dennis

Appendix 18. Field Technical Report

Taiwan, R.O.C

ATIA

Autotransmission abnormal shift

CM500S D001 KPTP1C17S1P013743 002954 13396 2001-07-05 2002-01-08

Autotransmission produces abnormal shift under condition from 1st to 4th.

After disassembling autotransmission, we found some damaged parts includingall clutch disc sets, control valve body and converter ass'y. This problem due toinner parts happen seized of contorl valve body, So led to above mentioned partsserious worn and damage occurred.

Therefore, it causes transmission happen abnormal shift condition.

Replace above mentioned damage parts and refill new fluid.

After overhauling with new parts , and also perform road test.

The test result is O.K.

SPECIMEN

APPENDIX

A - 23

A

Frequency of same complaint

Period:

Number of cases:

Frequency: About %

When does it happen?A. Car not moving and engine stoppedB. When car is moving and mostly:

During brakingDuring change from acceleration tocoastingWhen shifting from forward to reverseDuring turning

At km/hOn rough roads

In gear or rageWhile decelerating (increasing load)At any speedWhile decelerating (coasting)

C. Mostly when using:BrakesHeater/air conditioningRear window defogSteering wheelWiper/washerStarterClutchRadio/power antennaOther

D. When engine is:Idling HotBeing started ColdWarming-up

Does it?Vary with car speed?Vary with engine speed?Vary with engine load (acceleration)?Vary with trunk load?

How does it happen?AlwaysComes and goesAfter km

FIELD TECHNICAL REPORTFTR Number Report Date

COUNTRY

DISTRIBUTORCODE

SUBJECT

ATTACHMENTSREPLY

PHOTOPARTOTHERS

NEED

NO NEED

MODEL DEALERCODE

VIN NO. ENGINENO.

KMREADING

DELIVERYDATE

REPLACEDPART NO.

REPAIRDATE

1. Nature of complaint: NATURE CODE:(Please describe in detail and attach relevant figures or photograph on the reverse side is necessary.)

Condition at the time of Complaint

2. Probable cause: CAUSE/PAINT CODE:

CAUSAL PART NO.:

3. Corrective action taken: OPERATION CODE:

4. Corrective action taken result:

5. Recommendation:

Appendix 18. Field Technical Report

Reporter: Title: Signature:

APPENDIX

A - 24

COMMENTS FROM TECH. SERVICE MANAGER - CARS

IN EVERY SUMMER WE ARE RECEIVING OVERHEATING COMPLAINTS ESPECIALLY FROM MUSSO MODELS

DUE TO QUALITY PROBLEM WHICH HAS TO BE IMPROVED BY SYMC.

ENGINE OVERHEATING AND WATER GETTING LESS DUE TO CYLINDE HEAD AND HEAD GASKET FAILURE.

CYLINDER HEAD,GASKET,VALVES AND VALVE SEALS NEED TO BE REPLACED.

$75.60

$75.60

DESCRIPTION OF WORK DONE

DONE ON 2001/10/20

DONE ON 2002/02/27

DONE ON 2002/07/03

DONE ON 2002/11/24

DONE ON 2003/03/29

DONE ON 2003/09/29

DONE ON 2004/01/24

DONE ON 2004/06/23

REPAIR DATE

2004-07-07

POST WARRANTY APPROVAL REPORT

POWA REQUEST

NUMBER

2004001

REPORT DATE

2004/07/08

COUNTRY

ACTION TAKEN

ATTACHMENTS SHEETSBAHRAIN

IN STOCK AT PDI AFTER DELIVERY

MODEL

MUSSO

V.I.N.

KPTE0B19S1P237676

ENGINE NO.

009910

KM-READING

35173

DELIVERY DATE

2001-10-19

AT KM. SERVICE

1000

5000

10000

15000

20000

25000

30000

35000

PART NO.

DIST. CODE MBHA DLER. CODE 0000

VEHICLE DETAILS

VEHICLE REPAIR HISTORY

PLEASE FILL IN THE FOLLOWING DETAILS.

LABORREQUESTAMOUNT

OPCD HRPART NAME orSUBLET EXPLANATION

PARTQTY

DETAILS OF THE WORK TO BE CARRIED OUT

APPROVED / REJECTED BY Ssangyong Motor Company

APPROVED : REJECTED : DATE :

Appendix 19. Post Warranty Approval Report

A-17. POST WARRANTY APPROVAL REPORT

1040102920

1620163420

1110532101

1110501227

6120500058

0022037675

0159972348

1615423117

OSP80001

PFPART

REQUESTAMOUNT

UNIT PARTPRICE

L

CYLINDER HEAD

HEAD GASKET

VALVE INTAKE

VALVE EXHAUST

VALVE SEAL

THERMOSTAT

‘O’ RING

COOLANT SENSOR

Engine Oil

$1,504.68

1

1

12

12

12

12

1

1

20

72

$622.53

$18.92

$5.99

$7.84

$4.81

$10.83

$1.09

$3.13

$5.00

$680.14

$827.96

$25.16

$95.60

$125.13

$76.77

$172.85

$1.45

$4.16

$100.00

$1,429.08

1312500 6.3

6.3TOTAL

SPECIMEN

DEFECT CODE

NATURE CODE OverheatedN09 CAURE CODE Bent, Kinked, twisted, distorted, warpdeN08

APPENDIX

A - 25

A

POST WARRANTY APPROVAL REPORT

POWA REQUEST

NUMBER

REPORT DATE

COUNTRY

ACTION TAKEN

ATTACHMENTS SHEETS

IN STOCK AT PDI AFTER DELIVERY

MODEL V.I.N. ENGINE NO. KM-READING REPAIR DATEDELIVERY DATE

AT KM. SERVICE DESCRIPTION OF WORK DONE

PART NO.

DIST. CODE DLER. CODE

VEHICLE DETAILS

VEHICLE REPAIR HISTORY

PLEASE FILL IN THE FOLLOWING DETAILS.

LABORREQUESTAMOUNT

OPCD HRPART NAME orSUBLET EXPLANATION

PARTQTY

DETAILS OF THE WORK TO BE CARRIED OUT

COMMENTS FROM TECH. SERVICE MANAGER - CARS

APPROVED / REJECTED BY Ssangyong Motor Company

APPROVED : REJECTED : DATE :

PFPART

REQUESTAMOUNT

UNIT PARTPRICE

TOTAL

Appendix 19. Post Warranty Approval Report

DEFECT CODE

NATURE CODE CAURE CODE

MEMO

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No.

1

2

CODE NO.

WPPM-2J-400B

WPPM-5F-200A

PRINTING DATE

Nov. 2002

Jun. 2005

MODEL YEAR

2002

2005

WARRANTY POLICY &

PROCEDURE MANUAL

TELEPHONE: 82-31-610-2740FACSIMILE : 82-31-610-3762

ISSUED BYOVERSEAS A/S TEAM

SSANGYONG MOTOR CO., LTD.

150-3, CHILGOI-DONG, PYUNGTAEK-SI

GYEONGGI-DO, 459-711 KOREA

NOTE: All rights reserved. Printed in SSANGYONG Motor Co., Ltd.No part of this book may be used or reproduced without thewritten permission of Overseas A/S Team.

REMARKS

EDITION HISTORY