Review TMIB-0175  Call Center Role

If technical or diagnostic assistance is needed during the repair.

Unclear repair strategy after initial troubleshooting.

If the repair is complete

If the repair strategy is known / determined

Tip: RTW is an optional service that is NOT required for any warranty claim and RTW authorization numbers are NOT required by Eaton or Eaton Cummins Automated Transmissions for OEM dealers to file a warranty claim. 

For automated product: auto.rtw@eaton.com (<5mb per email)

For manual product: realtime@eaton.com (<5 mb per email)

You will need to call back after sending the information required to continue with the diagnostic. Call Center does not offer call backs for emails, nor these inboxes are monitored. 

Alternatively, you can upload your pictures directly through my.eaton.com portal and continue with support without calling back.

Second level team does not have a phone number to call them and get updates of your escalation. 

Escalations are provided by Call Center by phone when there is an update.

Escalations take one business day to be processed. 

If 24hrs already passed since the last contact with Call Center Team, please call back to get updates. Escalations may take longer to be responded depending on the complexity of the case. 

If located in USA, send an email to the Materials team including the ECT/VGT case and the part number in question.

If located in Canada, send an email to  the canadian parts team including the ECT/VGT case and the part number in question.

Mexico is not part of any no Charge shipping program currently through the Call Center, reach out to your area service representative. 

Tip: Accurate status of your shipment can be provided roughly 2 business days after the acceptance confirmation during the call.

Yes, calling back to close the case is required to move forward with the warranty process of your case. Not calling will cause delays on your warranty case process and payment.

Alternatively, if you have access to the portal (my.eaton.com), the claim can be closed directly by the service provider.

Review How to file a warranty claim | Commercial vehicle | Eaton and follow all the information required.  

The same link provides support for claim process, warranty Manuals, payments, and frequently asked questions for warranty claims.

Or, use the Claim Portal to process your claim directly (my.eaton.com)

If your Call Center case is set up for OEM, follow your OEM guidelines for process and payment.  

If your Call Center case is set up for Direct Pay, email warrantyclaims@eaton.com with a copy of the Repair Order and Invoice. Be aware, most of all parts will be required for inspection.

Follow TIMB0129 Transmission, clutch, aftermarket parts and hybrid components warranty shipping instructions

If you are still having questions for parts return, contact your Warranty Administrator for any clarification.

For any technical support, call 1-800-826-HELP (4357), Mondays to Fridays from 8:00pm to 4:30 pm EST 

Press 4, then 1 to reach Service Ranger Assistance. 

One of the most important key points,is the driver’s complaint, this information will drive us on the correct troubleshooting, diagnostics, and root cause identification. 

Sometimes, the driver’s complaint is duplicated but there are no codes or driver’s complaint has not been duplicated but counts and time stamps are clear.