Article 924 - Removal, Storage and Packaging of Parts to Be Returned to the Warranty Parts Return Center

Careless removal of parts, and careless labeling and packaging of parts for return to the Warranty Parts Return Center cost the Company's dealers unnecessary clerical and handling expense and often result in otherwise unnecessary debits against a dealer's parts and accessories account.

Representative samples of failed parts are gathered by the Warranty Parts Return Center for testing and analysis by the Company and its many suppliers. This function is a vital means for maintaining customer satisfaction with the Company's products by permitting early recognition of the causes for part failures and ways to eliminate them. These returned parts cannot be analyzed for failure cause if they have been mutilated in the process of removal from the vehicle, or if they are lost or damaged in transit to the Company, or if accurate tags are not attached to them to identify the particular vehicles from which they were removed. Neither the Company nor its suppliers can accept responsibility for a part failure which cannot be verified. Claims for replacement of such parts are charged back to the dealer's parts and accessories account.

Compliance with the repair procedures and special tool recommendations of the Shop Manual will prevent destruction of a part in the process of removing it from a vehicle. Prompt tagging of every removed part will prevent later confusion concerning the exact vehicle from which it was removed.

The following are common examples of costly damage to returned parts which could be prevented by proper mechanic repair procedures:
    1. Air conditioner compressors which have not been capped promptly after removal and thus become contaminated by dirt, water, and other foreign matter.
    2. Air conditioner expansion valves on which capillary tubes have been kinked, twisted or cut or on which bulbs, threads, or seats have been damaged, and valves which have not been capped.
    3. Rear wheel bearings which have been broken by removal without the use of recommended pullers. (Tapered roller bearing assemblies should be forwarded intact, including cage, rollers, and inner race or cone.)
    4. Electrical quick disconnects which have been cut from radio speakers, motors, switches, and wiring assemblies instead of being forwarded intact.
    5. Oil seals which are mutilated because not removed by use of recommended pullers.
    6. Power steering valves from Mustang, Falcons and Fairlanes, the actuators of which were damaged when the valves were removed from the vehicles with a "pickle fork" instead of a recommended puller.
    7. Power steering pumps and reservoirs which are bent or otherwise damaged because belt tension was adjusted by prying against the pump reservoir instead of using a wrench on the lug provided for adjustment.
    8. Car and truck antennas to which the corresponding stantion nut, bezel, or other attaching nut has not been secured.
    9. Automatic transmission diaphragm assemblies which have been damaged by removal of the diaphragm with "channel locks" or other improper tools.
    10. Automatic transmission converters, power steering pumps, brake wheel cylinders, and similar components from which fluid has not been removed or which have been contaminated by foreign matter because ports and openings were not closed or capped.
    11. Parts which cannot be related to a specific repair order or specific vehicle serial number because not promptly or properly tagged at time of repair.

The most careful parts removal procedure is wasted effort if the same part is thereafter so carelessly stored, packaged, or shipped as to damage it before it is returned to the Warranty Parts Return Center. All parts replaced under warranty should be labeled promptly, cleaned, and stored and shipped in the carton from which the new part was taken. Wherever closures or protective caps are furnished with a replacing part they should be transferred to the removed part to prevent thread damage or component contamination. Only complete kits should be returned; if only a portion of a kit is used for repair, return the remaining portions of the new kit with the portions that were replaced. When starters, generators, alternators or other compact heavy parts are returned by parcel post, the container must be secured with strong cord or fiberglass tape to prevent the part from being lost from the carton.

The following are common examples of costly damage to returned parts which could be prevented by proper packaging and repair procedures:
    1. Air conditioner and heater blower motors which have been shipped loose with other parts resulting in bent motor shafts and smashed blower cages.
    2. Antennas which have been bent to fit an improper carton.
    3. Clocks, flashers, instrument panel gauges, fuel senders, speedometers and other delicate components which have been damaged by being shipped loose with heavy other parts.
    4. Ignition coils with broken towers and smashed cans.
    5. Radio Speakers on which the cone
    has been damaged because heavy parts were shipped loose in the same carton and speaker frames which are bent because of poor packaging.
    6. Radio kits, reverberators and rear seat speaker kits from which the wiring or other portions of the kit are missing.
    7. Seal beams and glass components which are broken when shipped loose with metal parts.
    8. Wiper blades which have been damaged because tag wires were attached to the rubber section of the blade.
    9. Parts which cannot be identified because fluid from components has made 700 tags illegible or because 700 tags for several parts have been dropped loose into a single carton.

The exercise of care by all dealer personnel involved in the parts return program will result in better profits for the dealer and continued customer satisfaction with the Company's products.

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