Customer Support

North America

Dana offers a full range of the most durable and efficient drivetrain products in the industry. Our patented, innovative designs work tirelessly in the harshest environments, giving you more power, flexibility, and better overall performance. Contact our highly trained service and support network at 1-877-777-5360 or find your representative below.

 


Find Your Representative
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Current Events

Family Motor Coaching Association 

 

August 27 -30  

Indianapolis, IN 

http://www.fmca.com/conventions

 

IAA  

September 18 – 27  

Hanover Germany 

www.iaa.de

 

SAE Brazil

10/2/12 – 10/4/12 

Sao Paulo Brazil  

http://www.saebrasil.org.br/eventos/congresso2012/ingles/

 

AUSA 

10/22/2012 - 10/24/2012  

Washington, DC   

http://www.ausa.org/meetings/2012/annualmeeting


Explore our product offerings for a full range of comprehensive solutions designed, tested, and manufactured to meet your exacting standards.


Dana Warranty Overview

Dana has developed specific reference material to aid customers in the submission of warranty claims. In order to receive maximum reimbursement in a timely manner please utilize these reference materials and adhere to the procedures as defined therein. Component warranty coverage can be determined through use of the Dana Commercial Vehicle Warranty Guide. Warranty coverage will vary based on product model and operational use. When filing a claim, it is important to determine if the claim to be filed has occurred within the OEM warranty period or within the Dana Extended Warranty period (vendor based warranty period) also referred to as Direct Pay. Depending on the warranty period (OEM or Dana Direct Pay), claim filing procedures can vary. See claim filing procedure details in the Dana Commercial Warranty Manual for details or refer to the appropriate section below for a brief overview. Dana warranty training is also available to assist dealers in understanding and identifying vocation coverage and warranty parameters. See your Dana Representative for details.

Dana Commercial Vehicle Warranty Guide

Dana component warranty is determined using the Dana Warranty Guide. The Warranty Guide explains:

   • Product vocation definitions, component time and mileage limits by vocation

   • Aftermarket component and part warranties

   • Extended purchase warranty options

Click on the link below to view the Warranty Guide

• Dana Spicer 2012 Warranty Guide(PDF)
 

Dana  Commercial Vehicle Warranty Manual

The Dana Warranty Manual documents the specifics of Dana’s commercial vehicle components product warranty. This manual includes:

   • Product Warranty Statements for Dana Commercial Vehicle Product Group

   • Dana Warranty terminology

   • Warranty programs

   • Claim filing procedures and claim information requirements

   • Important information regarding claim approval

   • Component repair and replacement guidelines

   • Labor reimbursement guidelines by repair task (SRTs)

   • Warranty limits, exclusions, and requirements

   • Other important resources

Click the link below for more details.

• Spicer Warranty Manual Rev. 1 (PDF)
 

Real Time Warranty (RTW) / Warranty HelpDesk

Dana’s Warranty Helpdesk or Real Time Warranty is an optional process used by OEM dealers or OEM authorized repair facilities to receive a warranty repair pre approval while the truck is in their shop.  

To contact Dana’s RTW warranty, please dial 1-877-777-5360, than hit option 3 for warranty.  Real Time Warranty agents are available 8:00AM to 5:00PM EST.

Prior to calling RTW, please be prepared to provide the RTW agent with important and detailed information pertaining to the failure and vehicle.  The Pre-Call Checklist is a good tool to use to ensure all needed information is available for our warranty agent before calling.  

Warranty Pre-Call Checklist (PDF)
 

During the call, RTW will analyze the failure based on input from the repairing facility and through review of digital pictures to determine warrantability of the failure.  During this process, if the failure is deemed warrantable and falls within the warranty time period of the component, they will communicate the warranty repair strategy and advise of the hours to be paid on each repair operation. RTW can be used regardless if the failure us under OEM Warranty or under Dana’s extended warranty coverage.  If the failure occurs within the OEM base warranty period, Dana will use SRT times published by the specific OEM for each repair operation.  If the failure occurs outside of the OEM warranty but still within Dana’s product warranty, claims will be paid per SRT times detailed in Dana’s Warranty Manual.  It is the repair facility’s responsibility to communicate any special repair situations encountered during the repair which may warrant extra time consideration; otherwise the claim will be paid based on published repair guidelines.  

Important**When the repair is completed, it is required that the repairing facility call back Dana RTW Warranty to close out the claim for full payment/reimbursement.

      Important information when using RTW:  

    - Please ensure that prior to calling RTW all the failure and vehicle information is available for
       RTW agent.  

    - After submitting pictures to RTW, please ensure that you call back RTW for repair direction     
      once pictures   have been submitted 

    - Make sure clear and viewable digital pictures are provided to RTW.  Be sure to include overview
      shots of sub-assemblies and individual failed components.

    - Dana Warranty replaces only parts associated with the failure mode.  Parts deemed to have
      normal wear for the time and mileage on the component may be reused at the discretion of RTW.


Why do I use Dana’s Real Time (RTW) Helpdesk: 
    - To determine warrantability on questionable failures or if a component is still under warranty.

    - To determine how much time (SRT) will be paid on a repair.

    - To determine what the repair strategy will be and what parts are to be replaced under warranty.

    - Used for transient customer repairs where a warranty determination is quickly needed


Warranty Claims Filing Process

Warranty claims are processed per the information detailed in Dana’s Warranty Manual. There are two types of filing procedures, OEM and Direct Pay warranty.  In either case RTW can be used (BUT NOT REQUIRED) prior to filing the claim.  RTW is used to obtain the warrantabililty of the failure, inquire about SRT times and/or determine repair strategy.  If RTW is used, please ensure to document the RTW claim number on the appropriate filing form.
 

         • OEM Claim Filing - Any warrantable failure on a Dana component which has failed
           within the OEM   warranty period must be filed through the OEM warranty channel.  To determine
           OEM   and base warranty coverage and filing procedures consult with your OEM. Warranty claims
           can be used in conjunction with a Real Time Warranty.  In such cases, ensure the RTW pre-
           approval number is documented on the OEM claim to expedite payment and to better ensure
           complete reimbursement. Claim reimbursements will be paid back to the OEM who in turn will
           be responsible for reimbursing the dealer directly.
 

        • Dana Direct Filing – Claims can also be paid directly by Dana.  Claims are filed through
           this process include, component failures outside the OEM base warranty but still under Dana
           product warranty (i.e. vendor warranty).  Direct Pay warranty claims can also be used in
           conjunction with Real Time Warranty but it is not required.  In such cases, ensure the RTW pre
           approval number is documented on the appropriate claim filing form to expedite the payment
           process. Claim reimbursements will be paid directly to the dealer by check.  Allow up to 30 days
           for reimbursement.  If filing a claim without the use of RTW, please complete the Dana Extended 
           Warranty Claim Filing Worksheet below. 
           Dana Extended Warranty Claim Filling Worksheet(PDF)
 

           The completed Extended Warranty Claim Filing Worksheet must be sent to the following e-mail 
           address directclaims@dana.com for processing and payment.
 

        • Return Material Analysis – Dana may ask for parts back for engineering and reliability 
           purposes but not on every claim. Dana will advise if parts are required by the following methods.
               o  Real time claims = Failed part disposition will be communicated by phone when closing  
                   the claim and will be documented on the Dana authorization number on the website.
               o  Direct pay claims = Failed part disposition will be communicated by phone or e-mail.       
               o  OEM Claims = follow OEM warranty guidelines.

                Dana Shipping document (PDF)
 

Dana Warranty Claim Status Look-up System for Dealers (NEW !!)
Dealers can now look up warranty claims, and get real-time claim status. To use look up function 
you will need your OEM dealer code and repair order or Dana authorization number to view claims.
Click here to look-up a claim



Dana Extended Protection Plans
Keeping your truck on the road is critical to your livelihood. Dana Extended Protection Plans give you peace of mind knowing that, despite increasing parts and labor costs, or how severe the work conditions are, you can repair your truck to its original standard of quality.Dana offers Extended Protection Plans for axles, and 100% of parts and labor on all warrantable failures. For a relatively modest investment, you can rest easy, knowing that Dana is there to support you throughout the life of your truck. You choose the protection that meets your needs.

•  Extended Protection Plans for heavy- and medium-duty Steer Axles (PDF)
•  Extended Protection Plans for heavy- and medium-duty Drive Axles (PDF)

Use the form below to register for your protection plans.

• Spicer Extended Protection Plan Reg. Form Page1 (PDF) 
• Spicer Extended Protection Plan Reg. Form Page2 (PDF)



Please contact your Dana Representative or call 1-877-777-5360 for additional information on these Extended Protection Plans.
 


Training

Please contact your OEM or local representative for further information.

Critical Resources

Click on the links below to access PDFs detailing our product and service offerings.
PRODUCTS:
REGIONS:
COLLATERAL:
 
 

FAQs

Find Your Dana Representative.
Find the answers you need to some of the most commonly asked questions. For further information, please contact your OEM or local Dana representative.

Who do I contact regarding technical or field service support?
Please contact your Dana Representative at 1-877-777-5360 for additional information.

How do I buy genuine Dana components?
Commercial truck makers (OEMs) are welcome to buy Dana parts directly from us. Or, contact your Dana representative to help find an Authorized Service Center or warehouse distributor stocking genuine Dana products.

 

How do I contact a Dana engineer about building your products into our trucks?

Contact the Dana representative assigned to your account. See the directory for names and phone numbers.


How do I find part availability?

To check immediate availability of our genuine Spicer® service parts and SVL aftermarket parts, please visit

http://spicerparts.com/availability


My customer is looking for a different axle ratio than my stock truck is equipped with.  Can you help me change out the axle ratio?

We can! For more information about our Spicer® Ratio Flexibility Program designed to help dealers close sales of stock vehicles that otherwise might be in jeopardy, because axle ratios in those vehicles do not meet the customer's requirements, please visit http://spicerratioflex.com/  


Where can I find more information about driveshaft aftermarket programs?

To use The Expert® - Our Interactive Aftermarket Product Information System for Driveshaft products, please visit  http://www2.dana.com/expertforms/demenu.aspx?prod=JOI


Where can I find more information about axle aftermarket programs?

To use The Expert® - Our Interactive Aftermarket Product Information System for Heavy Duty Axle products, please visit http://www2.dana.com/expertforms/demenu.aspx?prod=HAX


Is there a place where I can find more service related tools?

For valuable tools such as service literature, handy calculators, Spicer® Anglemaster® tools and other aftermarket programs, please visit http://spicerparts.com/tools


To watch valuable instructional and informative videos, please visit http://spicerparts.com/videos

 

How do I get application approval to build a truck or drivetrain with Dana parts?
Please contact your local Dana representative for more information on application approvals for Spicer®  axles, brakes, driveshafts, and tire management products,, or utilize our online tools to support you. www.cvsengineering.com .

 

How should our truck-buying customers obtain warranty support?
The first line of warranty support is through the truck maker’s dealer network. Dealers and truck buyers have direct access to Dana warranty support. To appeal an OEM decision, please contact your local Dana representative.

If you are an OEM dealer, please access the Dana Warranty System: https://warranty.dana.com


How can a truck buyer ensure that original warranty coverage will continue?
Continued warranty coverage is ensured by the following:

  • The vehicle continues in the vocation for which it was originally covered. For example, an on-highway truck converted to severe duty service would not continue to be covered by its original on-highway warranty.
  • The vehicle drivetrain is not subjected to abusive driving techniques or habits. See the Dana Warranty Guide for specific precautions.
  • Usage of and adhering to proper drain/fill intervals of approved lubricants – particularly Dana-approved synthetic lubricants – are essential for preserving extended warranty coverage.
  • Installing genuine Dana aftermarket replacement parts is essential for maintaining original warranty coverage.

Who do I contact regarding aftermarket parts?
Please contact your Dana Representative at  1-800-621-8084 for additional information.

Aftermarket

At Dana, we offer the top-tier Spicer® aftermarket products that adhere to rigid OE manufacturing specs for optimal performance and reliability, as well as the expert support you need to maximize the return on investment for your commercial vehicle.


Our expanded field sales and service organization is focused on the more than 4,000 commercial vehicle OEMs and dealerships across the United States, Canada, and Mexico.We have more than 100 professionals available to serve the industry, including dedicated applications and engineering contacts, as well as more than 20 field-based service representatives with an average of 25 years of experience in the industry.


With a long-term strategic plan in place that helps us closely monitor market trends, we are staying in tune with the needs of fleet operators while maintaining a focus on being the world's driveline technology forerunner.


For more information about our Spicer® Ratio Flexibility Program designed to help dealers close sales of stock vehicles that otherwise might be in jeopardy, because axle ratios in those vehicles do not meet the customer's requirements, please visit http://spicerratioflex.com/


To check immediate availability of our genuine Spicer® service parts and SVL aftermarket parts, please visit http://spicerparts.com/availability


To use The Expert® - Our Interactive Aftermarket Product Information System for Driveshaft products, please visit  http://www2.dana.com/expertforms/demenu.aspx?prod=JOI


To use The Expert® - Our Interactive Aftermarket Product Information System for Heavy Duty Axle products, please visit http://www2.dana.com/expertforms/demenu.aspx?prod=HAX


For valuable tools such as service literature, handy calculators, Spicer® Anglemaster® tools and other aftermarket programs, please visit http://spicerparts.com/tools


To watch valuable instructional and informative videos, please visit http://spicerparts.com/videos