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  • How to file a warranty claim

    Warranty claims should be submitted to the original equipment truck manufacturer through an authorized dealer or, at the option of the truck manufacturer, directly to Eaton during the extended warranty period.

No need to call for pre-approval!

You do NOT need to call the Roadranger helpline for warranty repair authorization. If the unit is still under OEM coverage, file your claim through the OEM channels. If the OEM warranty has expired, file using the appropriate direct pay worksheet listed below.

Self-service warranty portal

Dealers can now submit outside of OEM warranty Direct Pay Claims online and run reports to track claim activity.
Click here for help with the warranty portal
Log in to the portal

Follow this step-by-step process for accurate warranty claim submission.

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This easy to follow flowchart can help guide you through the warranty claim process.
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1. Collect Information

  • Document and verify driver complaint
  • For automated transmissions, complete Driver Questionnaire
  • Document the component model, serial number, VIN, mileage, and in-service data

2. Determine Warranty Coverage

  • Confirm OEM system coverage
  • Beyond OEM coverage, determine if additional Eaton Standard or Extended coverage applies by using the "What's My Warranty" tool
  • Refer to Eaton Warranty Guide (TCWY0900) for additional information.
  • Document vehicle vocation
  • Document if covered by extended protection plan


3. Pre-Repair Support

  • Save time on overall repair by using an alternative to calling the Roadranger Call Center
    • Review the  Warranty Repair Guidelines and the  Warranty Pre-Authorized Repair Guidelines
      • (If failure meets criteria for preauthorized warranty repair, follow published repair guidelines. No further Eaton contact is required to file a claim or guarantee payment.)
  • NOTE: Roadranger Automated Call Center is available to all dealers.
    • Real-Time Warranty (RTW) for Manual Transmission and Clutch is restricted to authorized dealers only.  RTW is an optional program and NOT required for any warranty claim.
  • Reasons to call during pre-repair support
    • Additional technical assistance is required.
    • Unclear diagnostics and troubleshooting
  • In either case above, the dealer must have the following key information available prior to calling. it will be requested by the Call Center or RTW agent.
    • All Calls - Pre-Call Checklist which includes VIN, component serial number, mileage at the time of failure.
    • Automated Transmission component - Automated component Driver Questionnaire plus Pre-Call Checklist.

Pre-Call Checklists

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1. Troubleshoot Failure and Perform Diagnostics

  • Review the available tools
    • InfoRanger (Electronic Parts Catalog)
    • Troubleshooting Manuals, Service Manuals, Service Bulletins can be found on the product page on Eaton.com or by using the search tool at the top of this page.  Example: "manual transmission service manual" or "TRSM 0970".
    • Roadranger Warranty Manual (TCWY0600) (see Important Sections: Replacement Guidelines, Limits and Exclusions, and Other Important Information)

2. Form Repair Plan

  • Verify the complaint (may include visual inspection and/or performance verification)
  • Review vehicle/component repair history in OEM system
  • Identify the root cause of failure to determine the responsible party. (Note: Only defects in materials and workmanship are considered warrantable)
  • Compare failure symptoms and description to select your Preauthorized Repair Guidelines.
  • Establish estimate to assist in the determination of repair plan (component repair vs. replacement)
  • Perform troubleshooting and diagnostics
  • Review Roadranger Warranty Manual (TCWY0600)
    • Component replacement guidelines
    • Warranty limits and exclusions
    • Other Important Information
  • Confirm parts availability through ordering channel (OEM System)
    • If parts are not available through your OEM's PDC network, please contact Roadranger Aftermarket Customer Support for availability at 1-800-826-4357, option 2

3. Complete the Repair

4. Technician to Document the following:

  • Complaint, cause (findings), correction
  • All inactive and active fault codes and diagnostic labor
  • Diagnostic fault tree step leading to part replacement
  • List reasons for labor above normal SRT times
  • Location of failed parts

5. Repair Reasons for Claim Adjustment

  • Excessive labor, time beyond SRT, with no technical documentation (example: requesting more labor hours than repair supports with no documentation.)
  • Excessive parts, over-repair, worn parts (example: sliding clutches requested when only gear failure; basic rebuild kit requested for only bearing replacement required from failure)
  • NOTE: Parts replaced not associated with failure must be approved and paid by customer.
    • Failure, non-warrantable (example: failure caused by low lube, improper lube, no lube, shock load)
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1. Closeout Repair Order

  • If Automated Call Center or RTW is involved, dealer must close the claim with the Automated Call Center or RTW.
  • Labor to be paid per OEM Chassis SRT's for a specific failure. Excessive labor to be justified in claim text (include fault codes) or have Eaton approval.
  • See Eaton Warranty Manual (TCWY0600) Important Information Regarding Claim Approval

2. File Claim

  • OEM Claim
    • Follow OEM claim procedures
    • All warranty claims for component that is within OEM warranty to be filed to truck nameplate OEM.
    • Eaton supported, OEM certified dealers may be exempt from part return (OEM claims only).
  • Eaton RTW Direct Pay Claim
    • Follow RTW Direct Pay Claim filing procedures as trained by your Eaton representative.
  • Roadranger Warranty Direct Pay Claims
    • Use this program to file claims for Roadranger extended warranties where pre-approval has not been received from the Roadranger Call Center / RTW, or where a claim is not currently open.
    • NOTE: For a claim submitted for a vehicle outside the OEM published warranty, a copy of the OEM warranty coverage for the vehicle must be included with the claim.
      • Warranty claim requirements, limits, and exclusions
  • Check Status
    • Once claim is entered in the Roadranger warranty system, dealer can check the status by entering OEM Dealer Code and Repair Number

3. Return Warranty Parts

  • OEM Claim
    • Follow OEM part return direction
    • Eaton supported, OEM certified dealers may be exempt from part return (OEM claims only).
  • Eaton Direct Pay Claim
    • Follow Eaton part return direction
    • Part return requirements available in Eaton Warranty Manual (TCWY0600)
    • Return address and shipping instructions available on Service Bulletin (TMIB0129)
    • Please allow 10 days for claim processing (additional time for claim processing with part returns). 
    • See Direct Pay Claim Verification to view your claim online.

4. Check Claim Status

  • OEM Claim
    • Contact OEM Warranty
  • Eaton Direct Pay Claim (not RTW)
  • Eaton RTW Direct Pay Claim
    • RTW Direct Pay Claim Verification


5. Core Credit Administration

  • Core Credit is reimbursed through the OEM for:
    • Transmission
    • Transmission Electronics
  • Core credit values are communicated in the Unit Exchange Program Guide (APSL0419)

6. Warranty Appeals

  • OEM Claim
    • Contact OEM for Warranty Appeals
  • Eaton Direct Pay Claim
    • Contact Roadranger Call Center 1-800-826-HELP (4357)

Essential warranty documents

Frequently asked questions:

Claims Administration/Processing is handled through the OEM, per your OEM warranty procedures.

Refer to the "Standard Warranties- Base Coverages" section in the Eaton Warranty Guide TCWY0900. Also, refer to stated warranty coverages for your specific OEM.

Claims submitted must be for verifiable defects in material or workmanship.

Claims must be submitted within 90 days from the date on which the failure occurred.

Claims submitted, which have been approved or authorized by a Roadranger field service/sales representative, must reference the corresponding CCA number. Referencing the representatives' name is not sufficient to ensure claim payment.

Provide the following information on or with the OEM claim:

  • Complete 17-digit VIN and date in service
  • Model and serial number of failed component
  • Itemized Eaton/Dana part numbers and prices
  • Description of complaint, failure, fault code(s), dealer test results, cause and correction (repair)
  • Date of failure and mileage at time of failure
  • Hourly labor rate and number of hours requested
  • OEM published labor code and hours

If the truck has the same nameplate as the repairing dealer, file the claim through the OEM. This applies to all repair facilities, including those on Roadranger Real Time Warranty.

See "Part Return Requirements" in the Eaton Warranty Guide TCWY0900 for part return details.

NOTE: It is recommended the "Important Information Regarding Claim Approval" of the Eaton Warranty Guide TCWY-0900 be read and understood by all personnel at your location who are involved in any part of the warranty process.

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Prior to starting a repair, the repairing dealer must verify the vehicle is covered under an extended warranty. For clarification and the pay-for registration confirmation number contact the Roadranger Call Center at 1-800-826-HELP (4357).

  1. The repairing dealer provides the 17-digit VIN and customer name. Component model and serial number may also be requested.
  2. Eaton verifies vehicle registration and extended warranty coverage and provides registration confirmation number to the repairing dealer.

For failures which are determined to be lube related, the customer is responsible for furnishing the following information to the repairing dealer:

  1. Proof of synthetic lube usage.
  2. Proof the synthetic lube was changed at prescribed intervals.
  3. NOTE: For further details about lube related failures, refer to "Limits and Exclusions to Eaton Warranties.

If the failure is warrantable, the repairing dealer completes the repair and files a claim using one of the following options:

  1. Option 1: If the OEM has decided to process Eaton Extended Warranty claims, the claim should be submitted through the OEM. Some OEM's have adopted this approach. Please check with the OEM to confirm they are using this method.
  2. Option 2: If the OEM has decided not to administer Eaton Extended Warranties, please contact either the Roadranger Call Center at 1-800-826-HELP (4357) or your Roadranger Representative for claim filing instructions.
  3. Option 3: In some isolated cases, the dealer may decide to bill the customer for the entire repair, including parts and labor. The dealer should still file the claim to the OEM for warranty reimbursement according to Option 1 above or direct to Eaton under Option 2.

For claims submitted directly to Eaton, a standard OEM/dealer repair order must accompany the claim. In all cases the following information must be provided:

  1. Eaton Extended Warranty registration confirmation number (only in the case of paid-for extended warranties)
  2. Date and mileage at the time of failure and vehicle vocation
  3. Description of the complaint, failure, fault codes, dealer test results, cause and correction (repair).
  4. Vehicle 17-digit VIN number and date in-service
  5. Component model and serial number
  6. Itemized repair parts list to include Eaton part numbers and prices.
  7. Total labor hours expended to complete the repair (reference OEM and Eaton Labor Hour Guidelines of the Eaton Warranty Guide TCWY0900). List published OEM codes and times, if known.
  8. Hourly shop warranty rate (OEM warranty rate)
  9. Total cost of the repair/total amount of the claim
  10. Identify the party (name and mailing address) who should receive reimbursement for the claim.
  11. Date of retail sale for service/replacement parts, replacement components, and REMAN transmission claims.

Failed parts must be retained by the customer, dealer, or repairing facility for 60 days after the date the claim is submitted to Eaton, subject to possible inspection. When a complete unit (transmission or axle) is replaced under warranty, the failed unit must always be returned to the Warranty Return Center for inspection.

  1. The decision as to the warrantability of the failure will be made by Eaton based upon the following:

Review of the warranty claim

Proof of synthetic lube usage

Return and examination of failed parts, if required.

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All parts associated with a failure need to be returned to verify the failure and determine the root cause.
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Yes, parts need to be clearly identified and meet the “Parts Return Requirements” of the Eaton Warranty Manual TCWY0600.  You can find more information in TMIB0129.
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Eaton SRT's can be found in the “Labor Hour Guidelines” section of the Eaton Warranty Manual TCWY0600.
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Eaton has a comprehensive expressed warranty identified in the “Limits & Exclusions” section of the Eaton Warranty Manual TCWY0600 that identifies what is not covered by Eaton Warranty.
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Direct pay worksheets

Eaton warranty claim submission guidelines for OEM dealers

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