Breakdown Assistance Process

What is it?

The Breakdown Assistance (BDA) Process exists to loan equipment to customers when their equipment breaks down.

The process is simple, but there are some important details that we have to get right to get paid.

Why is it important...

...to the Customer: they stay operational while their equipment is getting fixed

...to RPM: we get reimbursed for (at least some of) the cost of the loaned equipment

...to CASE: they only reimburse us if we follow the process

What does it cover?

Depending on the type of assistance the customer received, CASE will reimburse:

...for a Loaner Machine: a portion of the accumulated hours during the loaner period

...for Cannibalized Parts: reimburse the SRT time for swapping the parts

...for Temporary Fixes or Alternative Solutions: might be covered at the discretion of the Service Account Manager (SAM)

...for Freight: partial repayment for freight based on the size & weight of the parts

How do you do it?

Make sure to read through the entire process first.

Qualify

The following criteria must be met to qualify for loaner reimbursement:

the broken down machine is under warranty (base or ProCare)
their operation is shut down without the equipment
at least one of the following conditions is met:
- the parts needed to fix the machine are not available*
- the necessary repair will require a lot of labor hours (causing a hardship for the customer)
- the diagnostic time is unknown or intermittent
- the parts needed to fix the machine are not available
  - make sure to check around:
    - CASE Plants
    - Global Parts System
    - Other Dealers

Info Gathering

We need the following information to submit the BDA request. Each machine requires a separate submission, so only put one per BDA request.

Customer Info:

First Name
Last Name
Business Name
Address, City, State, Zip
Model
Serial Number
Total Hours
Warranty Start Date

Loaner Info:

Model
Serial Number
Hours
Estimated Hours during loaner period

Machine Info:

Model
Serial Number
Hours
Estimated Hours during loaner period

Approval

Now that we have the correct information we can reach out to CASE for approval. There are two points of contact, depending on the cause of the breakdown:

Parts: CASE CE Service Account Manager (SAM)
- There is a specific request for Cannibalized Parts
All Others: The CASE FSM on call (866-542-2736)
- Their call center will follow up directly with the field service rep
- They also offer a Loaner Request Form

If there are issues submitting online forms you can email them to bdaccna@cnhind.com

Delivery

Provide after-hours off-loading assistance (if required)

If this is not provided it could result in a layover for the carrier
Surcharges or handling fees are at our expense

Monitor

The BDA process isn't over until everything is back to normal for everyone. This includes several follow-up items we need to monitor.

It is our responsibility to monitor the hours put on the loaner
We only get reimbursed for the approved hours
Monitor the loaner in SiteWatch, and request additional hours from the CASE SAM/FSM if needed

Warranty

Once the customer's machine is fixed and we get our loaner back we can wrap up by sending the following info about the loaner to the Warranty Manager:

Model
Serial Number
Asset Number
Hours Used

FAQ's & Resources:

How do I calculate Freight?

Find the freight cost based on the weight and dimensions using the table below.
Note - the table lists the freight cost per part.
Multiply the cost from the table by the quantity of parts needed.
- Surcharges or additional fees may be additional

What are the costs of this process?

Parts

Dealer-paid freight: $125 to $750 (table below) based on weight and dimensions
9% handling charge: $5 to $30 per order
Handling fee: $7 (just to twist the knife)

Created: 05/02/2024

Updated: 05/07/2024

Author: John Luck

Editor: Jake Barnes