Customer Support Policy & Procedure Manual, Asia Pacific Regions 20120101

Customer Support Policy and Procedure Manual

LiuGong Authorized Dealer

Asia Pacific Region

Issued on Jan 1, 2012

Liugong Machinery Asia Pacific Pte Ltd

柳工机械亚太公司

No 7 Tuas Loop, Singapore 新加坡大士路 7 号

Tel：+65 6686 3566 Fax： +65 6686 3522

of 49 Customer Support Policy 20120101

1. Customer Support Policy 客户支持的政策

1.1 Parts Policy 配件政策

1.2 Service Policy 服务政策

1.3 Brand Loyalty 品牌的要求

2. Warranty 三包

2.1 Administering Warranty 三包的管理

2.2 Administration of Machine Warranty 整机三包的管理

2.3 Spare parts warranty coverage 三包配件的范围

2.4 Rework project Campaigns 服务公告

2.5 Claim & reimbursement process 索赔的流程

2.6 Supporting Machine not sold by the servicing dealer 非服务商销售设备的服务支持

2.7 Sales & Service territory protection policy 区域的服务和销售的保护政策

2.8 LiuGong Asia Pacific warranty audit guideline 柳工亚太公司的三包审核的指导

3. LiuGong dealer Service Operation procedure 柳工经销商的服务支持流程

3.1 LiuGong dealer responsibilities 柳工经销商的职责

3.2 Receiving & shipping inspection 接收和发运的检测

3.3 Stock Maintenance program – Service & inspection 库存机的维护和保养

3.4 Pre delivery inspection program 交付给用户前的检查

3.5 Machine delivery & registration 整机的发运和注册

3.6 Failed components management system & inspection 三包件的管理和检查

3.7 Mandatory servicing program 到位服务的流程

3.8 Filling up the warranty claim form 索赔表的填写

3.9 Incidents or accident report form 突发性的事故报告表

4. Engine warranty policy 发动机的三包政策

4.1 Warranty policy – Cummins engine 康明斯发动机的三包

4.2 Warranty policy – Weichai Engine 潍柴发动机的三包

4.3 Warranty policy – Yanmar Engine 洋马发动机的三包

4.4 Warranty policy – Isuzu Engine 铃木发动机的三包

5 General Part Policy 配件政策

5.1 Parts purchasing management 配件购买的管理

5.2 Order type classification 订单类型的分类

5.3 New dealer initial stock order 新经销商的第一批库存订单

5.4 Part order entry requirements 配件订单的录入要求

5.5 Pricing: Manufacturer suggested list price (MSRP)定价：厂家建议价格清单(MSRP)

5.6 Shipping methods 发运方式

5.7 Payment terms 支付的条款

5.8 Parts discrepancy report 配件的差异性报告


6 Training policy 培训政策

6.1 Training request types 培训需求的类型

6.2 Definition of mechanic certified level.维修人员等级的界定


Preface 前言前言前言前言

The following policy is written to clarify LiuGong’s overseas service, parts, warranty, training terms and conditions for its dealer network. It is our goal to continuously improve the level of support for our dealers and end users. The following document describes the expected performance and operating procedures for both LiuGong and its dealers. This policy is effective 1st Jan, 2012 and supersedes all previous service policy announcements。以下政策主要是阐述了柳工海外市场对于经销商的服务、配

件、保修条款和培训的条款及规范柳工经销商服务行为的要求。以持续提高柳工对经

销商及最终用户的服务支持水平为目标。以下内容描述了双方的义务和具体的操作流

程。本政策条款的有效期从2012年1月1日起实施并代替先前任何版本. This Policy is only for internal use within LiuGong CE AP (including independent dealers within the LiuGong CE AP dealership), and may not be copied or distributed outside LiuGong CE AP. LiuGong CE AP reserves the right to change the LiuGong CE Asia Pacific Customer Support Policy at any time and from time to time. The LiuGong CE Asia Pacific Policy contained in this document is applicable to all LiuGong CE AP dealers and their approved sub-dealers in Asia Pacific regions.本政

策仅供柳工机械亚太公司内部使用（含柳工亚太公司授权的代理商），不能复制和传

递到柳工机械亚太公司的其他地方。同时柳工在任何时候都保留对本政策修改的权利。

该政策的内容和条款仅适用于柳工亚太区域的所有经销商以及其在该区域授权的二级

代理。 This policy is intended as a means of communicating the implementation of LiuGong Customer Support policy and procedure manual. 该政策将作为一种柳工客户支持政策和业务流程操作指导的指导手册。

LiuGong CE Asia Pacific

]ÉáxÑ{ jÉÇz]ÉáxÑ{ jÉÇz]ÉáxÑ{ jÉÇz]ÉáxÑ{ jÉÇz Please contact us using the following information. 联系信息如下：

E-mail: [email protected] (Service support)

E-mail: [email protected] (Logistic support )

Phone: +65 6686 3566

Fax: +65 6686 3522

Time: Available from 8:00 am to 5:00 pm Monday to F riday (UTC+8) except for LiuGong designated holidays.

时间：周一至周五早上8:30-下午5:30（东八区）（柳工指定节假日除外）


1. Customer Support Policy 客户支持的政策客户支持的政策客户支持的政策客户支持的政策

Customer Support has evolved as a fundamental and on-going shift in emphasis for the aftermarket in the construction equipment industry. It is one of the key buying factors for customers. Providing consistent Customer Support, parts, service and training are of increasing importance for both LiuGong Construction Equipment and our dealers. It helps to ensure mutual success and profitability of our future business.在工程机械的后市场方面，客户支持体系逐步成为了一个基本的，并变得越来越重要

的因素。已经成为了一个影响客户是否购买设备的关键因素。不管是柳工还是我们的经

销商，提供一个持续的客户支持，配件、服务和培训变得越来越重要。这将有助于保证我们未

来业务的盈利率和实现共赢。

To support the dealers' smooth and efficient flow of Customer Support activities, the Customer Support Policy and Manual was developed. The manual contains an overview of the current parts and service procedures, support policies and marketing tools relevant to LiuGong Construction Equipment and its dealers. It is a practical quick look up guide and should be utilize regularly, as a valuable source of Customer Support information, available at your fingertips.在促使经销商的业务平稳和高效的发

展过程中，这个客户支持政策和业务操作手册将逐步的完善。该政策总体的阐述了柳

工和经销商的目前的配件和服务的流程，支持的政策和市场相关的策略。作为一个包

含客户支持资料日常的业务参考手册，供平时参考。

Updates and changes will be communicated to you throughout the year as new programs, standards and policies are developed 对于一个新的客户支持政策来说，在

全年中的实施过程也是是一个逐步的完善的过程。任何的更新或者改变都会事先的通

知。

1.1 Parts Policy 配件政策配件政策配件政策配件政策 Parts, remanufactured components and accessories must be manufactured to meet the quality as embedded in the LiuGong standard and specifications. It is therefore our common task throughout the LiuGong organization to ensure that only LiuGong genuine -, parts, remanufactured components and optional equipment are used for all maintenance and repair work on LiuGong construction equipment. 配件，再制造的配件以及其他附件都是按照柳工的标准及规格进行生产。因此我们的

日常的工作就是通过柳工正常的采购渠道采购确保所有用在柳工设备的维护及修理用

的配件都是柳工正宗的配件，确保配件和再制造使用的配件。 It is also essential, through active marketing, to create and care for all sales opportunities and to utilize the centrally developed market support activities, such as information systems, training activities, advertising and sales promotional activities, and to support locally produced activities of similar nature. In this way we can actively meet up to customer requirements and expectations and thus build up a solid foundation for future LiuGong Construction Equipment sales.凭借活跃的市场，

通过售后服务的活动去创造和维护所有的销售机会，利用成熟市场的支持活动变成了


一个基本的做法了。例如信息、培训活动、广告和促销活动去支持当地的销售活动。

通过类似的活动，并以积极的态度去满足客户的需求和期望，为将来柳工产品的销售

打下坚实的基础。

1.2 Service Policy 服务政策服务政策服务政策服务政策 The Dealer is responsible for organizing an adequate technical support for the machine population in the area of his responsibility. This includes the correct number of well-trained service mechanics as well as a program of ongoing training and improvement.为其销售区域的整机提供一个高效的支持团队是经销商的义务，这不仅

要有足够数量并经过正规培训的维修人员，同时也要有一个持续的培训和改进的项目

机制。 LiuGong CE Customer Support will provide technical support (help desk) function as a backup to Dealers. LGAP的客户支持体系将为经销商的发展提供一个技术支持（咨

询）的平台。

1.3 Brand Loyalty 品牌的忠诚度品牌的忠诚度品牌的忠诚度品牌的忠诚度 Sales of parts, remanufactured components and accessories are of great economic significance to the dealer and LiuGong Construction Equipment. LiuGong CE distributes all LiuGong genuine parts, remanufactured components and accessories through authorizedLiuGong Construction Equipment outlets and in return, expects that authorized outlets are loyal to LiuGong. Dealers shall, subject to mandatory legislation, only buy LiuGong genuine parts, remanufactured components and accessories.对于柳工的经销商和柳工来说，配件的销售、配件再制造业务及其他的附

属业务是是一个关键经济利益点。柳工机械亚太公司通过柳工授权的销售点销售和回

收，柳工正宗配件和在制造配件及附属设施，并期望所有的特约销售点应该对柳工忠

诚。从政策层面，经销商只能购买柳工正宗的配件，再制造的配件和其他的附属的配

件。

2. Warranty 保修政策保修政策保修政策保修政策

What is a warranty? The LiuGong warranty is LiuGong commitment to protect customers from defects in either material or workmanship during a specified period of time or product usage. Through its machine delivery report, which is signed between the LiuGong authorised dealer’s representative and the customer’s representative at the time of deliver, LiuGong sets out its binding commitments and limitations with respect to the product.产品的保修政策是什么？柳工的保修政策是，

在保修期内，柳工承诺对于销售给客户的产品存在质量或者制造工艺的缺陷，柳工将

予以赔付。通过提供在整机交付时由经销商代表和用户代表签署的交接报告，柳工的经销

商将会告知关于这种产品有限制的三包的承诺。

LiuGong warrants their products 100% free from defects, in material or workmanship. When a component fails within the stated period due to defective material or


workmanships, LiuGong or its dealership will repair or supply a new component at no charge to the customer. A warranty repair returns the product to its correct operating condition, just prior to the failure, thus restoring its intended value. This involves either repairing or, if necessary, replacing the defective parts .柳工对于因材料或者

制作工艺的原因引起的故障，柳工给予这些设备 100%的质保。当配件在保质期内因

材料或者工艺的缺陷引起的失效，柳工或者他的经销商将免费的维修或者提供一个新

的配件给用户。柳工对于因产品质量或者工艺引起的质量问题，提供 100%免费的质保。。因此恢复

有益的价值。因此这些就确定是修理或者是更换这些配件 A defective part is the LiuGong part that caused the failure. “Incidental and consequential damages are excluded ” Incidental damage is best described as any damage to property resulting from the failure. Consequential damage is best described as other damage, notably loss of profit or use, as a consequence of the failure. 柳工有缺陷的配件引起的故障

偶然性事故和因此引起的相关的损失。

偶然发生的事故：因为故障一起的其他财产的损失

间接性的损失：由于这起故障的原因引起的明细的利润的损失及其他的损失

2.1 Administering Warranty 索赔的实施索赔的实施索赔的实施索赔的实施指南指南指南指南 The dealer’s service department is responsible for administering warranty. This will include:

• performing failure analysis; • determining if the failure is covered by warranty, and if so, what expenses are

covered; • determining the most economical method of repair; • settling the repair cost with the customer; • Submitting a warranty reimbursement claim to LiuGong after the customer

settlement and repair completion, with proof that the failure was the result of a defect in material or workmanship.

经销商的服务管理部门有责任管理索赔的工作，这些包含以下：

• 故障现象的分析 • 确定这些故障是不是在索赔的范围内，并且最好能确认这个索赔大概需要的花

费 • 确定最经济的维修办法 • 解决和客户之间的费用 • 在给用户解决问题并维修完成后，向提供索赔表，并附带一个是因为产品材料

或者工艺的缺陷导致的问题证明


Dealers administer warranty because they have all the relevant facts about the failure. These include:

• the parts involved in the failure; • the product’s service history; • failure analysis data; • repair documentation; • previous failure information; • the customer and the application; • the product operating conditions; • the customer’s operating and maintenance practices.

需要代理商掌握了和质量问题相关的很多信息，因此需要代理商管理三包索赔。这些

详细的信息包含： • 和故障现象有关的配件 • 产品的维修记录 • 故障分析的数据 • 维修的文档 • 原来的故障现象 • 客户的反馈 • 设备的工况 • 客户操作和维护保养的实际情况

Through administering warranty, the dealer will be viewed by the customer as the one who makes all decisions associated with the repair. 通过索赔的管理，客户就会认为经销商具备处理和维修相关业务的能力。

2.1.1 Technical Assistance with Warranty Decision 索赔判定的技术支持索赔判定的技术支持索赔判定的技术支持索赔判定的技术支持 When a dealership’s service department encounters a difficult technical problem and suspects a warranty situation exists, they can contact LiuGong and discuss the facts as they know them in the particular case. The dealer service department should do this only after ascertained the cause of failure to the best of their ability. LiuGong personnel will then confirm or question the opinion on the cause of failure based on the dealership's account of the situation. Reimbursement for a warranty claim will be made only after LiuGong personnel are satisfied that LiuGong was at fault. Service department, however, should not delay settlement of the warranty claim because they are waiting to be reimbursed by LiuGong. Once the service department has received the technical assistance requested, there should be no reason for further delay; and the dealer should promptly settle the case with the customer. In special circumstances, authorized LiuGong personnel will counsel with dealer service department on warranty decisions and make written commitments prior to the submission of the warranty claim. A copy of the commitment must be communicated to LiuGong technical support department in order for the commitment to be honored. 当经销商的服务部门遇到一个比较难的质量问题并且怀疑是产品的质量问题，可以联系柳工并

且讨论他们实际情况进行具体的分析。经销商的服务部门在尽其所能仍然不能确定的情况下才

能这样做。根据经销商的故障的实际情况，柳工将确定或者提出这些故障的原因。是否确定支

付这些索赔的费用只有在服务人员确认这些故障是由柳工产品的质量问题引起的。经销商的服

务部门不能以在等待柳工的赔付为由，不及时的处理质量问题。一旦服务部门收到服务支持的


需求，没有任何的理由去拖延；并且经销商应该立即帮客户处理这个问题。在一些特殊的情况

下，柳工的人员将会和经销商一起商讨关于索赔的建议并且在提交索赔表之前写一个书面的

报告。为了这个承诺能够兑现，这个书面的报告必须发给柳工的技术支持部门。

2.1.2 Pre-Delivery inspection and Warranty Repairs 设备的交付检查和相关的维修设备的交付检查和相关的维修设备的交付检查和相关的维修设备的交付检查和相关的维修

索赔索赔索赔索赔 It is LiuGong’s intention to supply dealers’ new equipment with a quality standard that should permit, after minor check-ups, direct delivery to customers. Experience has shown that this objective could not always be attained for various reasons (transport, storage, final quality control, etc.). 在新的设备发给用户之前，柳工希望经销商能够按照柳工质量的标准进行检验。实际

的经验表明由于各种不同的原因，如物流、仓储及最终的质量问题，这些目标并不能

完全的实现。 It is also LiuGong’s commitment that customers are entitled to receive new equipment complete and free from defects. Therefore, LiuGong requests dealers to provide a final check-up and complete the pre-delivery inspection form as well as to make any minor adjustments required prior to delivery of the equipment to the customer. Normally these check-ups and adjustments, which include checks for proper equipment operation, completeness, fluid levels, tire pressure, literature, etc., are considered as standard dealer new machine preparations and are therefore not under warranty. 柳工保证客户收到一个完整的没有任何缺陷的设备是他们的义务。因此柳工要求经销

商提供一个全面的检测和完成 PDI 表格、根据实际情况对设备进行局部的调整，在给

用户之前。一般来说这些检测和调整应该包括完整的检测设备的操作方面、油位、轮

胎压力和附属的文件等。所有的这些都是在经销商交付给用户前应该做的准备工作，

因此不在索赔的范围内。 If incidents are encountered that cannot be classified as a portion of normal Pre-delivery activity, but rather correspond to a REPAIR, dealers are requested to proceed with such repairs, before the machine is handed over to the customer. In such cases, and considering the fact that the equipment has not yet been delivered, LiuGong will accept Pre-delivery claims, including the labor required to correct the incident, if the following conditions are met:

在整机交付给用户之前，遇到了一些质量问题，同时这些问题又不在发运前常规的检

测项目中，经销商需要维修这些设备。对于类似的情况，在没有交付给用户之前，就

出现这样的质量问题，柳工接受这样的索赔，同时也包含处理问题的工时费，并且要

符合以下的条件：

• Machine hours are lower to 150.

• Labor should be claim as per Time Guide

• Work Order opening date is before the Delivery date - please specify the Work Order (W/O) opening date in the claims comments.

• 整机工作小时小于 150 小时

• 工时费是按照工时费的标准进行索赔的


• 工作的单据开具的时间在发运时间以前，请将派工单的时间列入索赔的注释里

面

2.1.3 Warranty Start Date / Delivery Date 设备设备设备设备保质期开始保质期开始保质期开始保质期开始/交付的交付的交付的交付的时间时间时间时间 Warranty becomes effective on the date the machine is delivered to the first user, or starts initial substantial use, whichever occurs first. The delivery date is considered the date, new equipment is physically transported from the dealer’s place of business to the user’s place of business or job site, for the purpose of putting it into production service. This date also applies to equipment in dealer rental or lease programs. 设备的保质期开始生效时间是在设备送到第一个用户的时间或者是开始实质性的使用

前，以先开始为准。发运的时间是这样定义的，新的设备从经销商的场地发运到用户

的地点或者是工作地点，为了正常的使用的目的。这个时间对于设备的租赁业务同样

的适合。 When equipment is unloaded at the user’s business or job site, the warranty period begins and the dealer must complete a warranty registration form. The date entered on the form is the warranty start date and must be used on all subsequent service claims. Once a delivery date (warranty start date) has been established, warranty will continue without interruption for the duration of the warranty period. 从设备交付到客户那里或者送到客户的工作场地开始，保质期就开始自动生效，同时

经销商必须完成三包注册表。填到三包注册表里日期也就是三包开始的日期，这个日

期同时也会用在随后的所有相关联的索赔的表格里。一旦这个交付的时间确定（三包

注册时间），保质期一直持续并且不能中途终止。

2.2 Administration of Machine Warranty 设备的保质期内的质保管理设备的保质期内的质保管理设备的保质期内的质保管理设备的保质期内的质保管理

Machine Warranty Period 设备的保质期

Standard Warranty: LiuGong provides limited warranty machine coverage for 1 year or 2000 hours, or 18 months from the date of shipment from the originating factory, whichever occurs first.

标准保修期限：柳工产品保修期限为1年2000小时，或是整机出厂后的18个月，以先

到者为准。

Coverage Details: Please refer to the limited warranty certificate terms and conditions. A copy of the standard warranty certificate can be found at the back of this manual.

保修细则：请参考质保认证的特殊情况和限制。标准保修证书见附表。

Coverage beyond the Standard Warranty: Other terms beyond the standard warranty period may be in accordance with the regional sales policy or region. However, all alterations to the standard limited warranty must be reported and pre-approved by the LiuGong Overseas Sales & Marketing Division. Please contact [email protected].


超出标准的三包规定：根据各区域销售政策的不同，可制定不同的特殊保修政策。任何特殊保

修政策必须向柳工国际营销事业部，并得到国际事业部的批准。国际事业部的邮箱是

[email protected]

2.2.1 Warranty Guidelines 保修指南保修指南保修指南保修指南

IMPORTANT: The Dealer must repair the machine, order any needed parts not in the dealers stock and then submit a claim for reimbursement after the repair is completed to LiuGong.重要提示：经销商利用库存配件或向柳工采购的配件先完成设

备维修，之后再向柳工提交索赔申请。 LiuGong provides a limited warranty for all machines against defects in material and workmanship under the following guidelines. 在保修期限内，柳工所售卖的产品出现

材料或工艺上的缺陷，柳工将予以赔付，细则如下： One related failure per claim - Only one (1) related failure per warranty claim application is allowed. This provides the means for accurate failure analysis.一份索

赔申请表一个故障：一份索赔申请表只能有一个故障，以便柳工能够准确的判断故障

原因。 Submit within 30 Days from Repair Date - The warranty claim application must be submitted and received at LiuGong within thirty (30) days of the repair date. Any claims submitted outside of this 30-day limit may be non-allowed as untimely. The ability for LiuGong and its suppliers to make timely product improvements is dependent upon receiving timely information from the field. 维修完成之日起30天内提

交申请：索赔申请表必须在完成维修后30天内提交给柳工。超过30天才提交的索赔申

请表，柳工有权拒绝受理。柳工和供应商的改进及时性取决于前方质量信息反馈的速

度。

Recording Major Component Serial Numbers - All failures regarding major component failures should contain the model and the serial number of the failed component. Examples of Major component items are Transmissions, Axles, hydraulic pump, swing motor and swing reduction unit, control valve, cylinders, travel motor, reduction unit and engine assembly. 关键零部件序列号记录：所有关键零部件

的索赔申请，必须提交整机序列号和故障零部件的序列号。关键零部件包括：变速箱，

桥，液压泵，回转马达，回转加速机构，控制阀，油缸，行走马达，发动机总成。

Recording Exchanged Component Serial Numbers - If any major component item is exchanged, the old component serial number and the new component serial number must be included on the warranty claim application.记录更换零部件的序列号：如果

关键零部件被换过，新旧零部件的序列号都必须记录在索赔申请表上。

Resubmitting Warranty Claims – Any rejected claim application may be re-submitted to the LiuGong Warranty Department within thirty (30) days after the claim settled date. Any re-submittal, submitted after thirty (30) days, will be rejected as an untimely re-submittal unless a satisfactory explanation is supplied. 再次申请：被拒

绝的索赔申请，可以在拒绝后30天内重新递交索赔申请表。如果超过30天，柳工有权

再次拒绝赔付。如果能够提交合理的理由，再次递交的期限可以适当放宽。

Sales Demo Units - Any service hours accumulated during a demonstration will apply toward the total warranty hours of the machine warranty. Thus, a machine that had 150 hours of demonstration time would have 1,850 hours remaining, though it would have 12 months from the delivery date. 样机销售：因样机演示而产生的工作


小时需计入质保时限。即如果一台整机因演示已经工作了150小时，即便在它享有12个月的质保时限的情况下，柳工只承担1850小时的保修期限。

2.2.2 Non-Warrantable Repairs 不属于保修的情况

The application for LiuGong products must be strictly in accordance with the specific provisions of the operation and maintenance manual. The following matters are not covered under LiuGong warranty terms and conditions. 柳工的设备必须严格的按照

柳工的操作维护手册的规定进行维护和保养。以下的方面不包含的柳工的三包范围里。

• The cost of repairing, loss like debt, profits, credit, financial caused by machine’s downtime or other loss arising.

• 产品维修的费用，包括工时费、里程费和差旅费等，因机子停工而产生的债务，

利润、成本、信用、财务方面的损失或其他由此产生的损失

• Lack of maintenance, including, without limitation: failure to inspect and maintain in accordance with LiuGong’s published schedules, improper repair, and the use of non-LiuGong parts not approved by LiuGong.

• 缺少维护保养，包括：没有按照柳工《使用维护说明书》进行检查和保养，不

正确的维修，使用非柳工认可的配件等等。

• Abuse, including, without limitation: neglect, improper operation, misapplication, overloading, accident or alterations not approved by LiuGong.

• 不正确的使用，包括：疏忽，不正确的驾驶，滥用，过载，或未经柳工同意擅

自对整机设计结构进行更改等等。

• Force of nature such as earthquake, flood or any other man-made damage or failure.

• 由于不可抗力自然灾害（地震、水灾等）和其他人为造成的损坏或故障。

• LiuGong reserves the right to make changes in the design of its machines without being obligated to make corresponding changes in previously manufactured machines.

• 柳工有权利对其产品进行设计更改，但没有义务更改先前生产的机器。

• The unauthorized alteration of machine differing from original factory setting, whatever for any reason.

• 在柳工未授权的情况下而对产品的出厂设置进行更改，不论何种原因，将不予

保修服务。

• Failing to submit the PDI Form and Warranty Registration Form within 30 days from delivery to the customer.

• 在整机交付给客户30日内未返回PDI表和三包注册表。

• Warranty claim form does not meet the minimum requirements.

• 未按照柳工索赔规定正确填写并传递索赔申请需求信息的

• LiuGong does not compensate for no LiuGong genuine replacement parts or parts replaced unnecessary due to misjudgment of the Dealer’s service technician.


• 经销商维修人员判断失误，造成更换不必要的零件，更换的零件柳工不给予赔

付。

• Damage caused in transit. When taking delivery of the machine and determining damage is caused by the quality of packaging or transit. Dealer must seek assistance according to the “Equipment Arrival and Takeover Flow (includes inspection and damage claim process) Policy

• 运输过程中导致的损坏，柳工产品提货时，检查发现的因产品包装和运输质量

引起的货损，按照《整机到货接收处理流程（含检验、货损处理）》进行。

• Damage caused by or attributed to storage, transit, or rust and corrosion. Failure to properly follow storage procedures, keep machine clean and free of damage caused by improper operation, application, maintenance, or repairs.

• 产品在经销商仓库因库存管理不善导致的损坏，包括：整车提货检查后，因未

及时清洗整车表面海运污染及有效防护零件表面，导致整车零件表面产生锈蚀、

腐蚀，或不当的操作、使用、维护及维修引起的损坏。

2.2.3 Non Warrantable Conditions or Parts 不属于三包的情况不属于三包的情况不属于三包的情况不属于三包的情况 LiuGong warranty does not cover any type of (i) ordinary service and maintenance, (ii) normal use of consumables parts and (iii) normal wear and tear. This warranty does not cover equipment/ parts, superstructure or other installation work not assembled/installed by LiuGong.

柳工的三包索赔不含以下内容：(i)正常的维护和保养，（ii）正常使用损耗的配件，

（iii）正常的磨损。同时也不包含使用非柳工原厂的配件进行维修的情况。

Furthermore, this warranty does not cover additional costs due to equipment/ parts, superstructure or other installation work being assembled/installed by someone else than LiuGong, which renders the warranty work more difficult or prevents the warranty from being performed.

更进一步的说，三包也不包含以下原因导致的额外的费用，设备、配件、其他的设备

及其不是由柳工安装的附属设施，如果这样的也赔付的话，会是三包索赔工作变得很

难实施。

LiuGong Standard Limited Warranty also excludes the following: 下列情况不属于柳

工产品保修范围： 1. Batteries, lamp bulbs, fuses, gaskets and packing, belts, bucket teeth, filter elements, grease fittings, rubber tracks, wire rope, brake linings, wiper blades, o-rings, fuel injectors/nozzles, and other consumables. 2. Engines when warranted by the other manufacturer. 3. Replenishing oils and/or lubricants unless due to warranty repair. 4. Transportation, loaner or rental costs. 5. Attachments and motive battery chargers not manufactured by either LiuGong or any of its subsidiaries, provided however, LiuGong extends to the customer the benefits of any warranties (if any) of the manufacturers or suppliers of any of the excluded items. 1.保险、雨刮、皮带、玻璃、各类滤芯、黄油嘴、销轴和轴套、摩擦片、制动蹄、轮

胎、蓄电池、铲斗和斗齿；


2.发动机由发动机厂承担保修； 3.补充或更换的液压油和润滑油； 4.运输、借贷和租赁支出； 5.非柳工或是其子公司制造的附属装置及充电装置，但柳工会根据其供应商的保修政

策给与用户保修。

Component Suppliers that handle and honor their own warranty separately from LiuGong’s machine warranty in some regions i.e; Cummins, Weichai, Yanmar, Isuzu Engines, Cascade attachments, etc. The foregoing warranty is exclusive and in lieu of all other warranties whether written, oral, or implied. This includes any warranty of merchantability or fitness for purpose

在某些区域，由零部件供应商自行承担售后服务的，如：康明斯，潍柴，洋马，铃木

发动机等，保修政策按照供应商保修政策执行。上述的产品的三包政策是单独的和可

以替代其他的任何的书面的、口头的或者是暗示的政策。

Operation of the equipment beyond its rated capacity or designed application will void all warranty terms.

不承担超过设备额定工作能力或是设计工作能力的操作所造成的产品损坏。

The use of non-genuine LiuGong branded replacement parts.

使用非柳工品牌的配件

No employee or representative is authorized to change this warranty in any way or grant any other warranty without written authorization from a member of LiuGong executive management

在没有柳工总部书面授权的情况下，任何柳工人员和经销商不能更改本质保条款或承

认任何其他的质保条款。

LiuGong makes no representations or warranties other than those expressly set forth above and LiuGong disclaims any implied warranties of any kind, including without limitation quality, performance, merchantability or fitness for a particular purpose. Consequently, except for as specific provided in this warranty, LiuGong disclaims any liability for direct and indirect losses, costs or damage which may result from defects in material or faulty workmanship.柳工三包不赔付的范围没有明确的提出的和

不局限于以上提到的，柳工拒绝任何暗示形式的索赔项目，包含没有限制的索赔，及

为了特定的目的而提出的政策。因此除了在索赔政策里有明确提出的项目外，柳工拒

绝承担任何形式的直接或者间接的损失，花费或者损坏，可能是由于产品的质量或者

是制造工艺引起的。

This warranty superseding all prior issued warranty terms and conditions.

这个索赔政策取代以前所有已经发布的索赔政策和条款 LiuGong CE AP reimburses Dealers for all warrantable repair jobs at an agreed labour cost and parts at dealer net plus markup. All others are considered as market related costs. Dealers are responsible for such costs. 柳工机械亚太公司赔付给经销商所有的按照工时费标准的维修费用和配件按照经销商

采购价格乘以加价系数。其他涉及到市场行为费用，经销商有责任支付。


Example of factors with respect to market related c osts: 涉及到维涉及到维涉及到维涉及到维

护市场的花费比例护市场的花费比例护市场的花费比例护市场的花费比例

• Improper operation • Sold equipment not meant for intended application • Poor maintenance • Travel cost • Travel accommodation • Overtime • Transport costs • Policy and goodwill • Local sales tax • Local administration cost • Non-genuine LiuGong parts uses on machines • Rental of equipment and • Rental of lifting equipment • 不正常的操作 • 为特定的目的销售的设备 • 差旅费 • 住宿和招待的费用 • 加班费 • 运输费用 • 让步三包的费用 • 当地的消费税 • 当地的管理费用 • 没有使用真正的柳工配件 • 租赁的设备 • 租赁的起重设备

2.2.4 Repair versus Replacement Warranty Coverage: 保修过程中零部件的修复保修过程中零部件的修复保修过程中零部件的修复保修过程中零部件的修复

和更换和更换和更换和更换

LiuGong will reimburse the Dealer on a warranty claim application to repair a failed component rather than to replace the component assembly if the cost of the repair is less than 70% of the assembly replacement cost.对于保修索赔申请中，经销商没有

更换总成件而是通过对部件的维修恢复整机的正常使用，如果维修总费用低于该零件

成本费用的70%，柳工将给予赔付维修费用。

The dealer must always make the most economical repair. LiuGong reserves the right to only warranty the most economical repair or replacement part. 经销商必须优

先选择最为经济的维修方式，柳工有权只赔付最为经济的维修方式所对应的费用和更

换件。

If the most economical repair cannot be made or if no sub-level replacement part is available, LiuGong Headquarters or Regional office representative must provide authorization in writing prior to repair. 如果无法采用最经济的维修方式，或是出现无

法得到下级零部件的情况，在进行维修之前，经销商必须得到柳工总部或是亚太公司

的授权。


2.3 Spare Parts Warranty Coverage: 配件保修政策配件保修政策配件保修政策配件保修政策

LiuGong warrants genuine LiuGong new parts and componentssold through the LiuGong Dealer service network or regional PDC to be free of defect in material or workmanship for a period of 6 months from installation on the machine with unlimited hours or from the point of purchase from the authorized LiuGong dealerships with purchase invoice as supporting document.

Filing a Warranty Claim form: Please submit a warranty claim request with adequate justification to LiuGong through the standard warranty process.

范围：柳工对除发动机总成外的正品零部件实行保修，必须是通过柳工经销商服务网

络销售的配件，保修期限从零部件安装开始计算为6个月，不限工作小时，零部件出现

材料或工艺上的缺陷，柳工将予以赔付。并提供当时的发票作为一个支持的文件。填

写产品质量的索赔表：按照正常的三包要求提供充足的证据提交索赔。

Limitations of Liability 有限制的索赔有限制的索赔有限制的索赔有限制的索赔 LiuGong shall not be liable for: 列举的以下信息，柳工将不予赔付

1. Any costs or expenses connected with repairs made by other than a LiuGong authorized Dealer.

不是由柳工授权的代理商维修而产品的相关的费用。 2. Any damages caused by the use of other than genuine Liugong replacement

parts sold through the LiuGong service network. 不是从柳工授权的经销商网络中购买的配件 3. Any loss or damage sustained or caused by the improper use of the machine. 没有按照柳工的要求操作使用设备造成的损坏。 4. Any loss or damage sustained or caused by accidents resulting from human

error or nature. 由于人为或者自然的原因而产生的费用 5. Any loss or damage sustained as a result of sabotage, vandalism, or theft. 由于蓄意的破坏和偷盗引起的相关费用 6. Any loss or damage sustained or caused by failure to maintain the machine,

part or component in accordance with established maintenance procedures. 没有按照维护和保养指导书正确的维护整机和配件引起的相关费用 7. Any part or component installed on a machine not sold by LiuGong. This

includes machines not manufactured by LiuGong. 安装在设备上的配件不是由柳工销售的，含不是由柳工生产的设备 8. Any modification of parts and design not authorized by LiuGong 没有经过柳工的授权自行更改配件和设计的

Items not covered by warranty 索赔不包含的项目索赔不包含的项目索赔不包含的项目索赔不包含的项目

1. Electrical parts, batteries, lamp bulbs, fuses, gaskets and packing, belts, bucket teeth, filter elements, grease fittings, rubber tracks, wire rope, brake linings, wiper blades, o-rings, fuel injectors/nozzles, and other consumables. 电器类配件，蓄电池、灯泡、保险、修理包、皮带、斗齿、滤芯类、黄油嘴、

橡胶皮带、制动蹄、钢丝绳、雨刮、O 型圈、喷油嘴及其他易损件。 2. Engines when warranted by the manufacturer. 由发动机厂家承担的三包 3. Replenishing oils and/or lubricants. 补充或更换的液压油和润滑油


4. Transportation, onloan or rental costs. 运输、借贷和租赁支出 5. Attachments not manufactured by either LiuGong or any of its subsidiaries,

provided however, LiuGong extends to the customer the benefits of any warranties (if any) of the manufacturers or suppliers of any of the excluded items. 非柳工或是其子公司制造的附属装置及充电装置，但柳工会根据其供应

商的保修政策给与用户保修。 6. Component Suppliers that handle and honour their own warranty separately

from LiuGong’s machine warranty in some regions i.e; Cummins, Weichai, Yanmar, Isuzu Engines, perkins,Cascade attachments, etc. The foregoing warranty is exclusive and in lieu of all other warranties whether written, oral, or implied. This includes any warranty of merchantability or fitness for purpose.

在某些区域，由零部件供应商自行承担售后服务的，如：康明斯，潍柴，洋马，

铃木发动机等，保修政策按照供应商保修政策执行。上述的产品的三包政策是

单独的和可以替代其他的任何的书面的、口头的或者是暗示的政策。

7. Operation of the equipment beyond its rated capacity or designed application will void all warranty terms.不承担超过设备额定工作能力或是设计工作能力的

操作所造成的产品损坏 8. The use of non-genuine Liugong branded replacement parts.不是使用柳工品

牌的配件 9. No employee or representative is authorized to change this warranty in any

way or grant any other warranty without written authorization from a member of Liugong executive management. 在没有柳工总部书面授权的情况下，任何柳工人员和经销商不能更改本质保条

款或承认任何其他的质保条款 10. Travel time and Freight charges from dealer to customer are not warrantable

under this policy and procedure. 对于从经销商到客户产生的里程费和运费也不在索赔的范围内。

2.4 Re-Work Project Campaigns: 市场返修活动市场返修活动市场返修活动市场返修活动

It may be necessary from time to time for LiuGong to advise by letter or Service Alert that a specific part or parts of LiuGong Equipment require modification. The request for a campaign may be made regardless of whether the need for taking such action has become evident in such equipment. 柳工将不定期向经销商发布服务更改公告，

对产品或零件实施更改。所实施的更改在短期内不一定会产生明显的效果，但柳工要

求经销商必须按照公告内容实施更改。 Guidelines: Campaigns should be performed within the limitations set on the Service Alert letter (i.e., dates and labor limitations). And some related cost who should afford also performed according to the service bulletin. Should difficulties be encountered that prevent the campaign from being performed within the set limitations the Dealer should contact LiuGong immediately for further instructions.指导方针：产品改进实施需要遵循柳工服务公告的要求（例如：时间和人力限制），相

关的费用赔付也按照服务公告的要求执行。根据服务公告实施遇到问题时，经销商需

联系柳工以得到更进一步的支持。 Compliance: Failure to perform announced campaigns may result in a partial or


complete void of warranty. Failure under warranty for items may have been prevented if the campaign had been performed. Failure to perform the campaign in a timely manner contributed to the failure will not be honored if the failure occurred after the announced completion date. Additionally, no Goodwill Policy Adjustment will be considered under such circumstances. LiuGong reserves the right to deny a warranty adjustment on any machine involved in a campaign whereby the campaign has not been performed and that could have been performed at the time of the service repair. 遵循原则：经销商未按柳工发布的更改公告要求对整机实施更改，整机部分或全部将

不再属于柳工保修范围，直至经销商完成更改。由于按照服务公告实施更改可避免公

告提及的质量问题在保修期内出现，因此，如果故障是因为没有及时实施更改而引起

的故障，柳工将拒绝索赔。同时，在这种情况下柳工将不提供让步保修，任何在公告

更改范围内的整机，如果没有按公告要求履行更改的行为，柳工保留对这些整机拒绝

保修或调整保修范围的权利。

2.5 Claim and Reimbursement Process 索赔和赔偿的流程索赔和赔偿的流程索赔和赔偿的流程索赔和赔偿的流程

IMPORTANT: The Dealer must repair the machine, order any needed parts not in the dealers stock and then submit a claim for reimbursement after the repair is completed to LiuGong into the LiuGong LCS warranty system. 重要提示：经销商利用库存配件或向柳工采购的配件先完成设备维修，之后通过柳工

的LCS系统，提交索赔申请。 The standard warranty coverage includes providing reimbursement for replacement parts at no charge. LiuGong will reimburse the Dealer for the cost of genuine parts, approved labor hour rates, & approved travel mileage considered to be covered in accordance with the LiuGong warranty terms and conditions. The parts reimbursement rate is established based on the dealer net at the time of order and multiplied by markup rate to cover any inbound freight or duty costs by the dealer. 按照柳工三包政策的内容和条款，标准保修赔付包括支付给经销商配件的费用，工时

费和里程费。柳工将以现金赔付经销商与配件一致的费用。配件赔付费用是基于经销

商当时的采购成本并乘以加价系数，加价系数主要是考虑到经销商所在国家境内运费

和进口关税费用。

All approved warranty claims will be reimbursed through LiuGong AP region office. LiuGong AP will provide a monthly credit summary report to the dealer.Dealer must sign the monthly credit summary report and service contract then return them to LiuGong AP [email protected] along with an invoice from the dealer. The cutoff date for every month warranty reimbursement computation will be 25th of every month. Issue of credit information will be 30th of every month except if it is fall on non-business day.

所有批准的三包索赔将由柳工机械亚太公司支付。柳工机械亚太公司将提供一个月度

的信用汇总报告给每个经销商。经销商签署月度的信用报告及服务合同随同相关的发

票返回给柳工机械亚太公司的邮箱 [email protected]。每月索赔费用赔付的

的截至时间是每个月的25号。支付信息的报告将在每个月的30号发布，如果这天不是

工作时间。

All replacement parts claimed for warranty reimbursement to LiuGong must be purchased from LiuGong Asia Pacific (PDC). Should a dealer have a need to


purchase non-LiuGong O.E.M parts for warranty repairs, the dealer must obtain pre-approval in writing.

所有向柳工索赔的更换的配件必须从亚太公司购买。如果经销商需要购买非柳工主机

厂的配件为了三包的维修，经销商必须要得到柳工书面的批准。

2.6 Supporting Machines not sold by the Servicing D ealer非服务商非服务商非服务商非服务商

销售设备的服务支持销售设备的服务支持销售设备的服务支持销售设备的服务支持

From time to time machines may be transferred by the customer outside of the Dealer’s assigned LiuGong territory. It is the responsibility of all LiuGong Dealers to provide service support to all LiuGong brands regardless rather the machine was sold by the servicing Dealer. 当出现用户将从柳工授权经销商处采购的设备带入另一

区域时，该区域经销商必须对用户的设备提供服务支持 In some cases, LiuGong has developed relationships directly with large Key Accounts that may have equipment working in more than one Dealer’s territory. Dealers must participate in the sales process for Key Accounts in their territory. Dealers will develop local relationships with the divisions of the key customers in their territory as well as Key Account leadership as appropriate. The following guidelines apply: 某些情况下，柳工直接发展的关键客户，关键客户所采购的柳工设

备的使用地区会跨越多个经销商销售区域。经销商必须参与该大客户在所属区域的销

售过程，并遵循以下方针发展与关键客户的关系： LiuGong Dealers will perform the pre-delivery work on machines in their area, deliver the machine, register the warranty of the machine as well as perform warranty repairs. 柳工经销商需完成整机交付前检查、整机交付客户和完成整机注册，以及后续的保修

服务 Dealer’s incentives for supporting such Key Accounts will vary by Dealer, region, and account. Please refer to LiuGong Sales Policy Manual for additional information. 针对经销商给予柳工关键用户的支持和服务，柳工制定相应的激励措施，不同的经销商

和不同的区域享受不同的激励措施，详情请参考柳工销售政策中相关信息。

Warranty Repairs: (Non-Dealer Sale) 保修服务（非经销商销售）

1. When filing a warranty claim, the claim form must be marked as “Non-Dealer Sale”. 填写索赔申请表时，在索赔表中的类型，请选择“非经销商销售”。 2. Warranty claims for units not sold by the servicing dealer will be reimbursed to include labor, and mileage at the dealer’s current customer charge out rate and replacement parts at an increased reimbursement rate. All other standard guidelines defined in this manual apply. 非服务商销售的整机，保修索赔的费用包含人工费、里

程费和零件费，人工费、里程费的计算方式按当地费率标准进行计算。其他标准计算

指导将在本手册中进行定义 Labor Hours: Paid at Dealers Customer Charge out Rate Mileage: Paid at Dealers Customer Charge out Rate (Max. 200Km)* Parts: At Dealers net Price 人工工时：按当地的人工费率进行计算赔付里程费：按当地的费率情况计算（最大不超过200公里）配件费：经销商的采购价格


*Mileage is to be calculated from the Dealers closest shop facility to the repair not to exceed 200 KM. 里程是这样计算的从离经销商特约维修点到设备的维修点的距离，但是不能超过

200km

2.7 Sales & Service Territory Protection Policy 销售和服务区域的保销售和服务区域的保销售和服务区域的保销售和服务区域的保

护政策护政策护政策护政策 1. Dealers are granted an authorized sales territory in their dealer contract with

LiuGong. The dealer contract takes precedence over other documents and conversations in defining a dealer’s territory. 在经销商与柳工的合同中，将对经销

商的销售区域进行授权，在经销商的销售区授权方面，合同优先于其他任何文件或

口头协议。 2. No dealer is entitled to any commission on sales to customers in territories not

specifically listed in their dealer contracts. 在合同中未授权的其他区域中，即时销

售发生的，经销商也没有权利获得任何销售佣金。 3. To determine the geographic address of a customer for the purpose of this

document, the following decision logic will be used: 客户地理位置按照以下规则来

定义：

a. Physical address of the customer’s place of business is the first consideration. 优先考虑客户的物理地址是客户的业务地址 b. If a customer has many locations, the physical address where the machines will be delivered to and used is the second determination. This means that even if a customer buys all the machines in a central office and has them delivered to various locations; the location where the machine is delivered and used is considered the location for purpose of determining whether a commission is due to a dealer. 如果一个客户有多个位置，则设备将要送往的地理位置则是第二考虑；这就意味着一

个客户在总部买这些设备后分散到不同地点进行施工。设备所在施工区域则定义为该

地区经销商的佣金所属区。 c. For customers with multiple locations the dealer who is responsible for the territory of each location is responsible to deliver, provide parts and service support for the machine. If a dealer sells a machine out of their territory the dealer is not authorized to sell parts for or do service work on the machine sold out of territory. 针对拥有多个

地理位置的客户，经销商只拥有在自己的经销区域范围内销售机器，以及提供配件和

服务的权利。如果经销商跨区销售，该经销商不准在区域外销售配件和提供服务。 4. When a customer buys a machine from a LiuGong Dealer and the customer takes delivery in one territory and moves it to another territory, no commission is due to the dealer in the second territory. 当客户在某个销售区的柳工经销商里购买设备并将其发

运到另一个地区时，第二个区域的经销商不再享受任何佣金。 5. There are no territory limitations for selling or owning used machines. For the purpose of this document, a machine is considered used if it is more than 1 year old (from the time of warranty registration) and has more than 2000 hours when owned by the original purchaser. 销售和拥有二手设备并没有区域限制。本文件中所提到的二

手设备是指使用时间超过一年（从三包注册开始算起）或是新机购买后超过2000小时。

如果设备在这个时间点之前就已售卖给完全和第一位用户没有联系的第三方的话，这

台设备就被定义为二手设备，在第一位用户售出该设备之后，任何经销商都不对该设


备附有三包责任。

For key account sales by LiuGong directly to customers, the price provided to the customer and the commission paid to the dealer(s) involved will be reviewed between LiuGong and the affected dealers prior to submission of the pricing to the customer. Discounts provided to the customer will be shared by LiuGong and the dealer(s) as required to get business. It is expected that LiuGong and LiuGong dealers will work together to maximize returns to both parties as we collaborate on Key Account sales. 柳工对关键客户直接销售的设备，在向关键客户报价之前，各方（柳工和相关的经销

商）应当就价格以及对应区域的服务费用达成一致。为促成销售而必须给予客户的折

扣，由柳工和经销商共同承担。通过柳工和柳工经销商的精诚合作，最终在关键客户

销售业务实现多方共赢的局面。 It is expected that dealers will collaborate on sales across their territories in order to minimize conflict. When dealer A is working with a customer who wants to purchase a machine out of territory, dealer A should expect to pay the commission to dealer B and inform dealer B of the situation prior to concluding the sale. 鼓励区域间的经销商相互合作，以减少彼此之间的冲突。如果A经销商打算将一台设

备卖给区域外的客户，在完成这笔交易之前，A经销商应该首先告知B经销商并支付相

关费用。 When a dealer suspects that a machine in his territory has been sold into his area improperly, the dealer should get a photograph of the machine, number of hours on the machine, and the serial number and send it to their LiuGong Regional Sales Manager with a summary of his concerns about the machine. The dealer receiving the complaint will explain the background of the machine to the first dealer and LiuGong. Once the applicability of commission is determined according to the rules above, the dealer whose territory has been violated may invoice the invading dealer for the appropriate commission. 当经销商怀疑非正常渠道销售的设备进图所在区域时，经销商应当收集整机的照片，

工作小时数以及整机序列号，发送一份简报给柳工的区域销售经理。被投诉的经销商

应当向柳工解释这台设备的相关信息资料。一旦该事件被确认，被侵犯的经销商可以

向侵权经销商索要适当的佣金。 2.8 LiuGong Asia Pacific warranty audit guideline 柳工机械亚太公司的三包审计指导 Warranty audits are carried out to ensure warranty processes and policies are observed during operations at both the dealer and LiuGong AP. The basic objective is to ensure that the Dealer’s warranty claims are made in accordance to LiuGong CE AP guidelines. LiuGong CE reserves the right to debit Dealers for approved claims with incorrect or incomplete information and violation of LiuGong CE’s warranty policy. 对于经销商和柳工亚太公司来说，实施三包审计主要是为了确保在三包的

业务的操作过程中按照三包的流程和政策执行。基本是目标是为了确保经

销商三包索赔的执行是按照 LGAP 要求实施的。柳工拥有绝技支付经销商

的权利，如果经销商索赔的流程不准确，信息不完善和违反了三包政策。


Definition: An examination of both dealers and LiuGong warranty’s operations, to ensure effectiveness and compliance with LiuGong HQ Audit requirements. Warranty audit is conducted in the following formats: Onsite warranty audit and remote warranty audit. 说明：对于经销商和柳工的三包业务操作的解释，主要是为了保证有效性和柳工总部

审计要求的一致性。审计分为现场的审计和远程审计两种。 Objectives: Further to the defined mission of warranty audit as outlined in the definition, objectives of warranty audit become manifold. What we want to achieve are:- 目标：在这个定义中为了更清楚的界定三包审计的业务，三包业务的审计已经变的多

样话了。我们希望达到的目标如下： • To ensure that LiuGong warranty requirements are met and standards are

maintained.

• 为了确保柳工的三包的要求能够满足和标准能够维持

• To ensure LiuGong Warranty dollars are paid correctly

• 确保柳工赔付的现金能够正确的支付

• To monitor the accuracy of claim information furnished by dealers.

• 为了监督，确保经销商提供索赔信息的准确度

• To gain knowledge of dealers’ warranty practices and philosophy.

• 为了得到经销商在索赔实施过程中经验和观点

• To get acquainted with dealers’ service and warranty operations.

• 为了了解经销商的日常服务和索赔业务的操作

• To help dealers introduce better management on warranty expenses.

• 帮助经销商采用更好的管理三包费用

• To help dealers with warranty administration and system problems.

• 帮助经销商处理三包索赔的管理和系统的问题

• To ensure the failed components management system are complete

• 确保损坏配件的管理系统能完成


3.0 LiuGong dealer service operation procedure 经销商的经销商的经销商的经销商的业务操作流业务操作流业务操作流业务操作流

程程程程

3.1 LiuGong Dealer Responsibilities柳工经销商的职责

Establish a service system capable of responding promptly to the customer’s request.

Offer quality repair service, preventative maintenance, and other product support programs to the LiuGong customer.

建立快速响应的客户服务支持体系；为柳工用户提供预防性维护保养和高质量的维修

服务，及其相关产品支持服务；

Service Engineer’s and Technician’s should attend LiuGong training courses to become an authorized LiuGong Service provider.

经销商的服务工程师和维修人员需参加柳工的培训课程，成为有资质的柳工服务商。

According to LiuGong recommend parts list, The Dealer must stock the recommended spare parts for the LiuGong products in their given market. 经销商需

根据柳工提供的配件推荐清单，按照市场产品保有量完成配件储备，保障服务需求；

Dealer must promote OEM replacement parts through the sale of genuine LiuGong branded parts. The Dealer should make every effort to keep LiuGong aware of significant market influence with competitor activities, newly introduced technology, and or customer needs.

经销商销售的配件必须是从柳工采购的柳工品牌配件，经销商需尽力收集区域市场竞

争对手的信息、新技术或客户需求信息等；

Advise the customer of proper equipment operation, maintenance and repair procedures.给客户提供正确的设备操作、维护保养和维修规程。

Provide prompt service, repair to any LiuGong branded product. Regardless if sold by the servicing dealer.对本销售区域的柳工产品，包括不是本服务商销售的产品，经

销商都需提供快速的服务。

Make investments to develop and continuously improve the dealer’s field and shop service capability. LiuGong will in turn reward those dealers through various promotions and pre-approved good will policy assistance.努力建设健全完善的服务设

施及有资质的服务队伍，通过柳工考察认证并达到柳工规定资质的服务水平后，可以

享有柳工规定的各种优惠政策。

3.2 Receiving and Shipping Inspection (Arrival inspection form) 设备的

接收和发运的检查

In order to improve the feedback as well as to maintain a high standard of machine receiving quality, the dealer is required to inspect the machine upon receipt from the LiuGong factory. The receiving inspection must be conducted by the Dealer immediately. Arrival inspection form is required to be complete for each of the receiving machine. A shipping report document can be found on the machine which will identify all equipment, attachments and accessories ordered. If something is


found to be missing or damaged please contact the LiuGong AP service mail box. 为了改善信息反馈同时也为了保证接收的设备保持较好的质量，柳工的经销商必须检

测从柳工发过来的设备。到位检测表格必须由经销商管理，每台设备的到位检查表都

必须完成。作为随机附件的一种文件，设备的发运报告可以在随机附件里找到。如果

发现丢失或者损坏，请及时的联系LGAP的服务邮箱。 3.3 Stock Maintenance Program - Service & Inspection (Stock

maintenance form)库存设备的维护和检测流程（库存设备检验表） Dealers have the responsibility to properly store and maintain all machines. Dealer needs to inspect all storage machines every 30 days as per the instructions below. Failures resulting from improper storage, inspection procedures or problems caused by long storage periods resulting in normal deterioration from aging will not be covered by warranty. 经销商有责任妥善地库存和维护所有的到港设备：按以下的库存

指南，每30天检查一次库存整机。如因库存方式或检查步骤不当而导致的故障，以及

因长时间库存所引起的质量问题，均不属于保修范围 Instructions: 说明

• Machines must be placed and stored on level and solid ground. Machine should be either covered or periodically cleaned/lubricated and rust-preventive measures taken to prevent deterioration from environmental exposure. 所有产品必须存放在平整的沙石或水泥地面，产品都应该被保护并

且定期的润滑和除尘，采取预防措施来阻止设备的老化及损坏。

• Prior to operations, it will be necessary to inspect fluids then start and run the machine to circulate the fluids through the systems and verify correct machine functions. 在运行机子之前，必须先检查设备的冷却水位、机油油位和液压油位等，启动

和运转设备，校验整机的各项动作。

• As indicated in the operation and maintenance manual, all work equipment and attachments of machines must be rested on the ground. Please refer to the operation and maintenance manual for instructions. 操作以及维护手册中

已经注明，所有的工作装置或其它附属装置必须平放于地面上。请参阅操作和

维护手册。

• Inspect all oil levels to ensure the correct amount of fluid. Additionally, lube oil should be checked for pollutants with water or other contaminants. 检查油位和

散热器防冻液液位，确保在标准液位和未受到污染或混入水。

• The engine must be checked for starting condition. The engine should be operated at least 15 minutes or until normal operating temperature is reached. 必须检查发动机的启动状况。启动发动机，并运转15分钟，直到达到正常工作

温度。

• Inspect the electrical system, display and indicator lights. 检查电气系统，包括

仪表和灯具。

• Check every function of machines, such as lift arm, bucket, steering, brake, etc. 检查整机的各项动作，如：提升动臂、斗杆、转向和刹车等。


• System must be checked for leaks. Carefully inspect all hydraulic hoses, drive belts and other soft parts for signs of deterioration and replace as necessary. 检查各管路和元件是否泄漏。仔细检查所有的液压油管、驱动皮带和一些易损

件部件，必要时进行更换。

• Completely fill fuel tank with fresh clean fuel to aid in preventing condensation of moisture inside the fuel tank. The use of an anti-algae additive in the fuel tank is required. 燃油箱装满清洁的燃油，以便阻止水气对燃油箱的侵蚀，必要的时候

加入一些抗藻剂。

• For machines to be stored over 90 days. Rust-preventative action must be taken on main exposed parts or components if a possibility exist of rusting during long term storage, i.e., hydraulic piston rod, etc. 库存超过90天的整机，

对暴露在外面的部件，如活塞杆等，必须实施防锈保护。

3.4 Pre-delivery Inspection (PDI form) 交付前检查

PDI is an important process and ensure the machines are in good condition before delivery to the customer. Upon the final stage of storage, the following procedure shall be performed by the Dealer, at the Dealer‘s expense on machines to be delivered in order to confirm their quality and to eliminate any failures during the initial operation period after delivery. PDI是保证库存整机在交付给用户时性能完好的

重要手段。在整机交付客户之前，经销商必须遵循以下内容和要求确保整机性能完好，

消除故障隐患，避免在设备交付后，运转初期就出现故障。

Procedure: Dealer should check the machines following the instructions as per the Pre-Delivery form before the machines are delivered to the customer. Please print a blank form to be filled out by the service technician in advance.流程：在整机发运前，

经销商应当按照发运前检查表（手册后面附表）的各项要求检查。请将表格预先打印

并由服务人员填写。

Timeframe: Pre-delivery Inspections should be completed prior to delivery to the end user or delivery into the Distributers rental fleet. Dealer must complete the form and filed within the machine record file for future LiuGong inspection.

时间要求：PDI必须在整机交付给用户或是租赁商前完成在设备交付给最终用户之前

经销商必须完成这个表格和设备的其他记录放在一起供柳工检查

3.5 Machine Delivery and Registration (Warranty registration form & warranty statement)设备交付和注册

At the time of delivery to the end user, the owner and operator are to be instructed by the Dealer personnel on the proper operation, maintenance, lubrication, safety precautions, and actions to be taken in the event of a failure. The Dealer must ensure the customer fully understands every feature of the machine, including safety, as well as what is covered by the warranty. This service inspection will be at the Dealer’s expense. 在设备交付给最终用户的时候，经销商应当告知用户和操作整机操

作，维护，润滑以及安全事项，以及故障处理知识。经销商必须保证让用户掌握产品


的各项特性，包括安全以及保修覆盖的范围等。服务检查的费用由经销商承担。 Filing Registration: Dealer must fill a Warranty Registration Form together with the machine warranty statement in which both form must be signed by the end user to be valid and these forms are require to be filed in the Machine record file within the dealer’s service department for future inspection from the day the unit was put into service as well as to upload into LCS as supporting documents. 填写三包注册表：经销商必须填写三包注册表和三包政策的说明书，这两个问文件都

必须由用户签字，并且这些表格作为一个整机的文件存放在经销商的服务部门，以便

将来这台设备需要提供服务时做检查，同时也要作为一个支持文件上传到LCS系统。

Completing Registration: The Dealer’s servicemen must prepare the Warranty Registration Report & Machine Warranty statement recording the exact delivery date, which must be signed by the customer and or his representative

完成三包注册表：经销商的服务人员整机的三包注册报告和整机的三包政策表，并且

要注明准确的交付时间，并且一定要用户或者客户的代表签字。

A copy of warranty Registration& the machine warranty statement must be given to the customer.

其中的一份三包注册表和设备的三包政策的要交给用户

Warranty Requirement: The completion of the Pre-Delivery Inspection and Warranty Registration will be a requirement for fulfilling any limited warranty obligations. Warranty coverage will not be honored for any incomplete form and all warranty claims in related to the said machine will be penalized.

三包注册：完整的三包注册表和整机交付检查表对于履行有限制的三包的义务是必须的。任何不

完整的表格三包索赔就不能承兑。以上所述的整机将不会赔付。

3.6Failed Component management system and inspection旧件保存与检

查

A complete system should be in place to cover each aspect of the process from book keeping, failed components storage and location, to retrieval and disposal. A warranty claim register (log book) should be kept inside the failed components storage room.为了便于跟踪和处理旧件，使用一个文档记录旧件的所有信息，包含旧

件的存储信息和位置。这个旧件跟踪表应放在旧件的存放的房间里。

All parts should be adequately identified with warranty claim number, product serial number, product model number, claim repair date, work order number, customer name, location and parts causing failure.一个旧件的标签上面信息应该包含，索赔单

号、产品的序列号、产品的型号、索赔维修的诗句、派工单号、客户的名称、位置和

引起故障的原因

Light & small failed components should be well protected (keep out of moisture) & stored inside a carton box. Light & small failed components should be systematically stored at multi-level storage racks in a dry and clean room.轻的和小的损坏的配件应

该很好的保存（避免潮湿）或者放在一个盒子了。轻和小的损坏的配件应该存储在一

个多层的干燥和清洁的货架里面


Dealer must retain the failure parts for a minimum of six months and must be properly tag on each of the failed components from the date of replacement or until LiuGong advises of an alternate disposition. Once either occurs, the Dealer may dispose of them. 经销商必须保留故障件，保留期限是从更换开始后至少6个月或是直

到柳工建议经销商自行处理。只要两者中任何一个条件符合，经销商就可以处理相关

的故障件。 The dealer must keep all applicable records regarding the disposition each failed part. LiuGong reserves the right to audit the failed parts records and inspect failed parts at its discretion. Additionally, LiuGong will require the dealer to return some parts back to LGAP if necessary for quality improvement or components audit inspection. All parts return request freight charges will be borne by LGAP. In cases that the return failed parts are found to be in good order with no possible failure or due to external impact that cause the damage, warranty claim for the said failed parts will be debited from the dealership.经销商必须保留可供查询的记录，关

于每个损坏配件的销毁记录。柳工有权审核这些损坏配件的记录和检测这些损坏的配

件。另外，柳工将会要求经销商返回一些配件到LGAP，如果是因为产品质量改进的

需要和损坏三包件审计的需要。响应的旧件返回的费用由亚太公司承担。 Types of forms to be use (Scrapped failed parts form, failed components tag) 参考的表格（报废的配件表格，损坏配件的标示）

3.7 Mandatory servicing program (Product Mandatory servicing form)

到位服务流程

Customer support has evolved as a fundamental and ongoing shift in emphasis for the aftermarket in the construction equipment industry. It is one of the key buying factors for the customers. Providing consistent Customer support, parts, service and training are of increasing importance for LiuGong and its dealerships. And with the focus to increase the after sales commitment to the end-user in term of after sales care, quality improvement as well as real time support.

客户支持系统已经初步的变成了一个基本的，越来越重要对于工程机械的后市场方面。

已经变成了一个影响客户购买的关键因素。提供一个持续的客户支持、配件、服务和

培训对于柳工和其经销商变得越来越重要了。依据对于后市场的关心，产品质量的改

进及实时的支持，可以看出对最终用户的服务承诺的关注的是在初步提高的。

Mandatory servicing program are introduced. As after sales support is very important for us in order to develop our branding and improve our machine quality and support. This mandatory preventive maintenance will also improve the machine uptime for the customer and reduce warranty cost. LiuGong will support the dealers in providing the mandatory servicing to the end-users. A package of reimbursement support will be provided for the dealers during their mandatory servicing for the end-users’ machine.主动到位服务的介绍，为了能发展我们的品牌，改善整机的质量和提供更好的支持，

因此售后服务支持对我们非常重要。这种主动到位服务可以提高整机正常运行的时间

和减少三包的花费。在经销商提供给强制性的到期服务的实施过程中，柳工将提供一

个打包式的赔付方案给经销商。


With the completion of each of the servicing period, the dealers may submit the servicing claims into the LCS warranty system as per normal submission and these claims amount will be credited into each of the dealers spare parts credits within the LiuGong CE AP account book. Dealers will be able to use this credits freely to purchase additional spare parts from LiuGong AP PDC.每次强制性的到位服务完成后，

经销商必须提交一个服务索赔表到LCS系统里，这些索赔的金额将存入经销在柳工亚

太公司的信用账户里面。经销商可以利用这些信用账户里的资金从亚太公司的PDC里

面购买配件。

The condition for this mandatory program is that customers must purchase the genuine LiuGong filters and parts from the authorized LiuGong dealerships and where LiuGong authorized dealerships to purchase from LiuGong Asia Pacific PDC. All other parts and logistic conditions applied for the above program.对于强制性的到

位服务，客户必须购买柳工正宗的从柳工的经销商或者柳工授权的经销商从亚太公司

购买的配件。

3.8 Filling out the Warranty Claim Form

IMPORTANT: The Dealer must repair the machine, order any needed parts not in the dealers stock and then submit a claim for reimbursement after the repair is completed to LiuGong. 重要提示：经销商利用库存配件或向柳工采购的配件先完成设

备维修，之后再向柳工提交索赔申请。 General information – Definition of Warranty Form Fields

Dealer code: Fill the full Dealer code which is assigned by LiuGong.

Claim date: Fill the current date that claim is being created.

Claim No: Created by Dealer.

Dealer information: Write down Dealer’s name, address, contact number and country information.

Customer & owner information: Write down customer or owner’s name, address, contact number and country number.

Machine status: Select the machine status that would be stock unit, sold unit, demonstration rental unit or other.

Model: Fill the machine model.

Serial No: Fill the machine’s serial number.

Working hour: Fill in the working hour when machine failed.

Warranty inception date: Fill the warranty start date of the machine.

Failure date: Fill the date when machine failed.

Repair date: Fill the date when machine finished repair.

Symptom/Customer Concern: What the customer described with machine.

Problem/Failure: Repair Technicians findings.

Repairs/Correction: Repair Technicians action for repairing.

Probable Cause: Repair Technicians suspected cause of problem.


Machine current status: Select the current status of the machine.

Primary Part Causing Failure: Main part that caused problem.

Part List: List the parts used for replacement.

Attached Related Picture: Very important to attach photos to justify warranty. Note: Please compress the pictures before attaching.

3.9 Incident or Accident Report Form: 意外事故报告表

If a machine is damaged in any way that may result in major personal injury or involved in propertydamage, LiuGong Asia Pacific must be notified by email to [email protected] and the LiuGong Incident/Accident Form must be filled out. 如果设备损坏并引起相关重大人员伤亡和财产损失的，必须发邮件给柳工亚太公

司的服务邮箱和提交该意外事故报告给柳工总部。

Process: Immediate action is required to ensure correct and timely information is obtained from all involved parties. As a result, LiuGong requires the following from its authorized Dealers. 流程：必须确保现场相关信息得以及时有效的收集。为此，柳工

对授权的经销商做如下要求： 1. In the event of bodily injury, the LiuGong Field Service Manager must be immediately notified that an injury or accident has taken place. 对人身伤害事件，现

场服务经理必须立即通知有人身伤害事故发生。 2. A properly completed Incident Report Form must be submitted to LiuGong immediately after the incident/accident investigation. This report must be completed in English. 事故调查完后需填写英文版本的意外事故报告表并立即提交到柳工总部。

Items to be noted during the course of the investigation are as follows: 在调查过程中需

注意以下几点：

1. A camera is mandatory. Take clear photographs of the area around the incident/accident so others can accurately evaluate the scene. Photograph everything that is defective, suspected cause, and damaged or effected in the incident/accident. 必备的相机，拍下清晰的事故现场周围的情况，以及所有损坏的物

品。 2. Talk to as many people as possible who witnessed the incident/accident or familiar with operation and maintenance of the machine. Take statements get names, address, and phone numbers where all involved parties may be reached at later dates. .与尽可能多的目击证人或设备操作维护人员了解更多相关信息。记录下相关信

息提供者的名字、地址、电话等信息。 3. Attempt to obtain all parts that are alleged to have contributed to the failure. Try to determine exactly what happened from all known facts. Avoid jumping to conclusions, refrain from stating your opinion as to what happened. 尽可能收集所以引起故障事故

的因素，依据所有已知因素准确判断事故发生的前因后果，避免过早的下结论或个人


主观判断。

4.0 Engine warranty policy 发动机保修政策条款发动机保修政策条款发动机保修政策条款发动机保修政策条款

General Warranty Policy for Engines发动机通用保修条款

LiuGong will extend the warranty policy of the engine manufacturer for the engine which is installed on LiuGong products. The standard machine warranty does not automatically apply to engines installed as original equipment in LiuGong Construction Equipment machines. By contractual arrangement, the warranty terms and conditions differ with engine each manufacturer as indicated in the following details.Please contact LiuGong if you may require support for any engine not specified below. 柳工执行安装在柳工产品上发动机厂家的保修政策。整机标准保修政

策不适用于安装在柳工产品上发动机的保修。同时，各发动机厂家的发动机的保修期

限存在差异，具体细则见以下内容。

4.1 Warranty Policy – Cummins Engine保修政策-康明斯发动机

Cummins Base Engine Warranty Please contact your local Cummins dealer to confirm coverage. Cummins covers any failures of the Engine, under normal use and service, which result from a defect in material or factory workmanship (Warrantable Failure). Coverage begins with the sale of the Engine by Cummins. Coverage continues for two years or 2,000 hours of operation, whichever occurs first, from the date of delivery of the Engine to the first user, or from the date the unit is first leased, rented or loaned, or when the Engine has been operated for 50 hours, whichever occurs first. If the 2,000 hour limit is exceeded during the first year, coverage continues until the end of the first year. 康明斯发动机标准保修请联系你的本地康明斯代理确认保修覆盖范围。康明斯用户按照产品使用说明书（包

括各部件、附件说明书）规定的要求正确操作、使用。否则：视用户自行放弃保修。

在规定的质量保证期内（即“保修”期限内），只对零件质量及装配工艺缺陷而导致的

故障进行保修。

保修期限是从发动机交付给第一个用户，或第一次租赁，或发动机工作时间已经50小时起开始计算，2年或2000小时，以哪个时间先到为准。如果第一年内，发动机使用

时间超过2000小时，发动机质保时间延长至第一年末。

Extended Major Component Warranty: The Extended Major Components Warranty covers Warrantable Failures of the Engine cylinder block, camshaft, crankshaft and connecting rods (Covered Parts). Bushing and bearing failures are not covered. This coverage begins with the expiration of the Base Engine Warranty and ends three years or 10,000* hours of operation, from the date of delivery of the Engine to the first user, or from the date the unit is first leased, rented or loaned, or when the Engine has been operated for 50 hours, whichever occurs first. *3,000 hours for A series engines. These warranties are made to all Owners in the chain of distribution, and Coverage continues to all subsequent Owners until the end


of the periods of Coverage. 主要组件延长保修：

延长保修期限的主要组件包括发动机缸体、凸轮轴、曲轴和连杆，轴瓦导致故障不包

含在内。

以上组件的保修期限是3年或10000*小时，哪个时间先到为准，从发动机交付给第一

个用户，或第一次租赁，或发动机工作时间已经50小时起开始计算。

*A系列发动机是3000小时。

Owner’s Responsibilities: 客户责任 1. During the Base Engine Warranty: Owner is responsible for the cost of

lubricating oil, antifreeze, filter elements and other maintenance items replaced during warranty repairs unless such items are not reusable due to the Warrantable Failure. 发动机标准保修：保修期内维修所发生润滑油、防冻液、滤芯和其它维护保养

费用由用户承担，因发动机质量问题导致这些不能重复使用的除外。这点根据

实际情况考虑是否给予赔付 2. During the extended Major component warranty: Owner is responsible for the

cost of all labor needed to repair the Engine, including the labor to remove and reinstall the Engine. When Cummins elects to repair a part instead of replacing it, Owner is not responsible for the labor needed to repair the part. Owner is responsible for the cost of all parts required for the repair except for the defective Covered Part and any Covered Part damaged by a Warrantable Failure of the defective Covered Part. Owner is responsible for the cost of lubricating oil, antifreeze, filter elements and other maintenance items replaced during repair of a Warrantable Failure.

主要组件的延长保修：用户承担维修发动机的所有工时费用，包括拆卸和安装

发动机的工时费用。当康明斯维修零件而不是更换零件时，用户需承担除零件

本身质量及由其引发的三包故障导致对部件损坏以外的所有维修零件费用。用

户需承担维修所发生的润滑油、防冻液、滤芯和其它维修保养材料的费用。

Cummins Engine Warranty Support:康明斯发动机保修支持： Cummins provides direct warranty support for their engines through a large global Dealer network. If you require Warranty support please contact Cummins directly at www.Cummins.com. 康明斯通过其全球服务网络，直接提供保修支持。如果你有保修需求，请通过康明斯

网站www.Cummins.com.查询。

If Cummins does not have direct service support in the region requiring the repair, please submit a warranty claim request with adequate justification to LiuGong through the standard warranty process. Additionally, you must also fill in the Cummins Engine Service Request Form number 2010CE (see attachment forms following this policy manual). Once approval has been received, please follow the warranty claim and reimbursement policy described in this manual. 没有康明斯服务往网络的区域，请按照柳工标准的保修流程提交保修申请。此外，必

须填写康明斯服务申请表（附件表格），一旦保修获得批准，请按照本手册中保修申

请和赔付政策执行。

Notice: Without approval from Cummins or LiuGong, Engine coverage will be rejected.


注意：未经康明斯或柳工总部允许，经销商和客户自行维修康明斯发动机，意味代理

商和客户自动放弃该发动机的保修资格。

Warranty Registration – Directly with Cummins: 康明斯网上注册申请

The Cummins engine warranty MUST be registered by the Dealer of end user at the time of receipt of directly with Cummins. Cummins Registration Process: Register the engine at through Cummins website www.Cummins.com, Please refer to the steps for registration in following section. 为更好当地CUMMINS服务商储备与您的产品相关配件储备和服务技术准备，便于为

您提供更好的服务。代理商在产品售出交付客户后，必须进入CUMMINS网站

http://www.cummins.com/完成注册申请，具体申请流程如下：

A. Click “Product registration” –进入网站，点击“Product registration”。 B. Click “I Accept” after you read this introduction carefully.

仔细阅读注意事项，之后点击“I Accept” 。

C. Fill these blanks. 填写各类信息 D. Click “Submit your registration” after filling in the required fields.

填完信息后，点击“Submit your registration”。

E. Registration process completed. 完成注册。

Cummins Exception Warranty Request Form 4.2 Warranty Policy - Weichai Engine 潍柴发动机保修政策

Weichai Warranty Coverage Period: The Weichai limited warranty coverage is for a period of 1 year or 2000 hours, or 18 months from the shipment of the originating factory, whichever comes first. Weichai supports warranty directly through their Dealer network. Neglect or abuse is not covered under warranty. Weichai warrants against defects in material or workmanship occurring during the warranty period. 潍柴保修期限：潍柴发动机保修期限是1年或2000小时，或从出厂时间计算最长不超

过18个月，以哪个先到为准。潍柴通过其服务网络直接提供保修支持。使用或操作不

当不属保修范围，由于产品制造、装配等原因造成损坏的，在质保期内对潍柴产品实

行保修。

Warranty Registration: The Weichai engine warranty will be registered by LiuGong at the time of receipt of the LiuGong machine warranty registration. The LiuGong Warranty Registration Form must be received to begin warranty coverage for any machine over 150 hours. Please refer to the machine warranty registration filing guidelines section of this manual for further instructions. 保修注册：潍柴发动机将随柳工整机一起完成保修注册。柳工保修注册表必须在保修

开始时或整机工作150小时前提交。请参照整机保修注册指导。

Beyond Weichai Warranty Coverage: Weichai is not responsible for failures or damage resulting from what Weichai determines to be abuse or neglect, including, but not limited to: operation without adequate coolants or lubricants; over-fueling; over-speeding; lack of maintenance of lubricating, cooling or intake systems; improper storage, starting, warm-up, run-in or shutdown practices; unauthorized modifications of the Engine. Weichai is also not responsible for failures caused by


incorrect oil or fuel or by water, dirt or other contaminants in the fuel or oil. Weichai does not warrant accessories which bear the name of another company. Such non-warranted accessories include, but are not limited to: alternators, starters, fans compressors, clutches, filters, transmissions, torque converters, steering pumps, non-Weichai fan drives, and air cleaners. The use of non-Weichai or LiuGong branded replacement parts, Coverage for engines that have not been registered for warranty through the LiuGong warranty registration process and have over 150 hours of operation. Damage caused by force of nature such as war or nature disaster. 不属潍柴保修范围：潍柴不承担因操作或使用不当在成的故障或损坏，包括但不限于

使用不符合规定的冷却液和润滑油、燃油、超负荷；润滑系统、冷却系统和进气系统

保养不当；库存、启动、运行和熄火操作不当，发动机自行维修。潍柴不承担因使用

不正确的燃油、润滑油和冷却水，以及不清洁的燃油和润滑油引起的质量问题。潍柴

不承担发发动机上其它厂家的附件保修，包括但不限于：发电机，启动马达，风扇，

压缩机，离合器，滤芯，变速箱，变矩器，转向泵，不是潍柴厂家的风扇驱动，空气

滤清器。潍柴对以下情况也不与保修：使用非潍柴或柳工品牌的零件，没有随柳工整

机保修注册，或整机工作超过150小时未注册，包括战争或自然灾害等不可抗力导致

质量问题。

Weichai Engine Warranty Support:潍柴保修支持： Weichai provides direct warranty support for their engines through a large global Dealer network. If you require Warranty support please contact directly at www.weichai.com or by phone at Weichai Engine - Service/Warranty Support 1-800.860.3066 or 400.618.3066. 潍柴通过其全球服务网络直接提供保修服务。如果需要服务支持，请直接查询潍柴网

站 www.weichai.com 或电话联系潍柴发动机 - 售后服务支持 1-800.860.3066 or 400.618.3066. If Weichai does not have direct service support in the region requiring the repair, please submit a warranty claim request with adequate justification to LiuGong through the standard warranty process. 潍柴网络未覆盖的区域，请按照柳工标准三包流程提供服务申请。

4.3 Warranty Policy - Yanmar Engine洋马发动机保修政策

Yanmar Warranty Coverage Period: The Yanmar limited warranty coverage is for a period of 1 year or 2000 hours, or 18 months from the shipment of the originating factory, whichever comes first. The crankshaft, engine block, connecting rod and camshaft is warranted for 3 years or 3,000 hours, whichever comes first. Yanmar supports warranty directly through their Dealer network. Yanmar warrants against defects in material or workmanship occurring during the warranty period. 洋马保修期限：洋马发动机保修期限是1年或2000小时，或从出厂时间计算最长不超

过18个月，以哪个先到为准。曲轴、缸体、连杆和凸轮轴保修期限是3年或3000小时，

以哪个先到为准。洋马通过其服务网络直接提供保修支持。使用或操作不当不属保修

范围，由于产品制造、装配等原因造成损坏的，在质保期内对洋马产品实行保修。

Warranty Registration: The Yanmar engine warranty will be registered by LiuGong at the time of receipt of the LiuGong machine warranty registration. The LiuGong Warranty Registration Form must be received to begin warranty coverage for any machine over 150 hours. Please refer to the machine warranty registration filing


guidelines section of this manual for further instructions 保修注册：洋马发动机将随柳工整机一起完成保修注册。柳工保修注册表必须在保修

开始时或整机工作150小时前提交。请参照整机保修注册指导。

Yanmar Engine Warranty Support: Yanmar provides direct warranty support for their engines through a large global Dealer network. If you require Warranty support please contact Yanmar directly at www.yanmar.com. If Yanmar does not have direct service support in the region requiring the repair, please submit a warranty claim request with adequate justification to LiuGong through the standard warranty process. 洋马通过其全球服务网络直接提供保修服务。如果需要服务支持，请直接查询洋马网

站www.yanmar.com。洋马网络未覆盖的区域，请按照柳工标准三包流程提供服务申

请。

Beyond Yanmar Warranty Coverage: Yanmar is not responsible for failures or damage resulting from what Yanmar determines to be abuse or neglect, including, but not limited to: operation without adequate coolants or lubricants; over-fueling, over-speeding; lack of maintenance of lubricating, cooling or intake systems; improper storage, starting, warm-up, run-in or shutdown practices; unauthorized modifications of the Engine. Yanmar is also not responsible for failures caused by incorrect oil or fuel or by water, dirt or other contaminants in the fuel or oil. Yanmar does not warrant accessories which bear the name of another company. Such non-warranted accessories include, but are not limited to: alternators, starters, fans compressors, clutches, filters, transmissions, torque converters, steering pumps, non-Yanmar fan drives, and air cleaners. The use of non-Yanmar or LiuGong branded replacement parts, Coverage for engines that have not been registered for warranty through the LiuGong warranty registration process and have over 150 hours of operation. Damage caused by force of nature such as war or nature disaster.不属洋马保修范围：洋马不承担因操作或使用不当在成的故障或损坏，包括

但不限于使用不符合规定的冷却液和润滑油、燃油、超负荷；润滑系统、冷却系统和

进气系统保养不当；库存、启动、运行和熄火操作不当，发动机自行维修。洋马不承

担因使用不正确的燃油、润滑油和冷却水，以及不清洁的燃油和润滑油引起的质量问

题。洋马不承担发发动机上其它厂家的附件保修，包括但不限于：发电机，启动马达，

风扇，压缩机，离合器，滤芯，变速箱，变矩器，转向泵，不是洋马厂家的风扇驱动，

空气滤清器。洋马对以下情况也不与保修：使用非洋马或柳工品牌的零件，没有随柳

工整机保修注册，或整机工作超过150小时未注册，包括战争或自然灾害等不可抗力

导致质量问题。

4.4 Warranty Policy - Isuzu Engine 五十铃保修政策

Isuzu Warranty Coverage Period: The Isuzu limited warranty coverage is for a period of 1 year or 2000 hours, or 18 months from the shipment of the originating factory, whichever comes first. Some coverage is expanded by engine type and region so please contact your local Isuzu authorized dealer for coverage confirmation. 五十铃保修期限：五十铃发动机保修期限是1年或2000小时，或从出厂时间计算最长

不超过18个月，以哪个先到为准。部分保修范围的解释，请联系区域五十铃授权经销

商确认。

Warranty Registration: Registering your engine allows prompt and accurate reporting before warranty service is required and will quickly enable an authorized Isuzu dealer to determine the warranty status of the engine. This registration will be used


in warranty claim processing and to contact you in the unlikely event that a safety notification is required. 保修注册：注册你的发动机，能让五十铃服务商准确地知悉发动机保修状态，注册能

使你得到及时的保修服务和安全更改通知等。

To register your engine, please the Isuzu web site www.Isuzuengines.com. and click on the warranty registration link, then enter your engine serial number and model code. Please refer to the machine warranty registration filing guidelines section of this manual for further instructions 发动机注册，请直接登录五十铃网站www.Isuzuengines.com。点击注册链接，然后输

入你的发动机序列号和机型。

更多的信息，请参照整机注册指导。

Isuzu Engine Warranty Support: Isuzu provides direct warranty support for their engines through a large global Dealer network. If you require Warranty support please contact Isuzu directly at www.Isuzuengines.com. If Isuzu does not have direct service support in the region requiring the repair, please submit a warranty claim request with adequate justification to LiuGong through the standard warranty process. 五十铃通过其全球服务网络直接提供保修服务。如果需要服务支持，请直接查询五十

铃网站www.Isuzuengines.com.。五十铃网络未覆盖的区域，请按照柳工标准三包流

程提供服务申请。

Beyond Isuzu Warranty Coverage: Isuzu is not responsible for failures or damage resulting from what Isuzu determines to be abuse or neglect, including, but not limited to: operation without adequate coolants or lubricants; over-fueling, over-speeding; lack of maintenance of lubricating, cooling or intake systems; improper storage, starting, warm-up, run-in or shutdown practices; unauthorized modifications of the Engine. Isuzu is also not responsible for failures caused by incorrect oil or fuel or by water, dirt or other contaminants in the fuel or oil. Isuzu does not warrant accessories which bear the name of another company. Such non-warranted accessories include, but are not limited to: alternators, starters, fans compressors, clutches, filters, transmissions, torque converters, steering pumps, non-Isuzu fan drives, and air cleaners. The use of non-Isuzu or LiuGong branded replacement parts, Coverage for engines that have not been registered for warranty through the LiuGong warranty registration process and have over 150 hours of operation. Damage caused by force of nature such as war or nature disaster. 不属五十铃保修范围：五十铃不承担因操作或使用不当在成的故障或损坏，包括但不

限于使用不符合规定的冷却液和润滑油、燃油、超负荷；润滑系统、冷却系统和进气

系统保养不当；库存、启动、运行和熄火操作不当，发动机自行维修。五十铃不承担

因使用不正确的燃油、润滑油和冷却水，以及不清洁的燃油和润滑油引起的质量问题。

五十铃不承担发发动机上其它厂家的附件保修，包括但不限于：发电机，启动马达，

风扇，压缩机，离合器，滤芯，变速箱，变矩器，转向泵，不是五十铃厂家的风扇驱

动，空气滤清器。五十铃对以下情况也不与保修：使用非五十铃或柳工品牌的零件，

没有随柳工整机保修注册，或整机工作超过150小时未注册，包括战争或自然灾害等

不可抗力导致质量问题。


5.0 General parts policy 配件政策 LiuGong strives to provide adequate and efficient support to our overseas global dealers in the promotion of LiuGong products; this policy is created for all authorized LiuGong Dealers and supersedes all previous versions of this policy manual. The LiuGong parts policy manual will be reviewed twice per year and LiuGong reserves the right to make changes as required. Where a Liugong Subsidiary exists, the

Subsidiary’s policy will take precedence.柳工致力于向柳工的全球经销商在推广柳工产品活动中提供全面、有效的支持。本手册是为柳工授权经销商的配件业务制定并取代之前所有版本。柳工配件政策手册将每年修订两次，柳工有权根据需要对手册内容进行更改。有子公司的区域，配件政策以子公司的为准。 Liugong reserves the right to change prices, modify parts, and/or make interchangeable substitutions to a Dealers’ parts order without prior notice. Every effort will be made to notify the distributor of a price change and/or parts substitution

when time allows.柳工有权进行价格调整、配件更改、和在没有事先通知的情况下对经销商的配件订单物料进行可互换性调整。当时间允许时，柳工将尽量通知经销商关于有关价格、配件替换的化情况。 5.1 Parts purchasing management配件的采购管理 For more efficient process in providing all Liugong dealers with genuine parts, Liugong set up 8subsidiaries, each dealer must purchase the part according to the designated area. Order purchasing process: dealer LGAP Liugong HQ. Shipment procedure: Liugong HQ LGAP Dealer. 柳工为了更高效的为柳工

的经销商提供纯正的柳工配件，在全球各地共设置 8 子公司，各个经销商按照划定的

区域中心进行采购。库存配件的采购流程：经销商亚太公司柳工

总部。发货途径：柳工总部亚太公司经销商。 Whether the parts are shipped from LGAP or from LGHQ, dealers are required to submit purchase request to its assigned distribution centre, each distribution centre will do their utmost in fulfilling the request parts for the dealerships within the said period requirements.”Dealers may apply for the direct delivery of parts from LGHQ to dealers if the parts are for Unit down machines, or if LGAP has no stock, or other special situation.” All requests are needed to be submitted to LGAP for considerations.不管这个配件是从总部发运或者是从亚太公司发运，经销商需要向每

个指定的区域的配件中心购买相关的配件，每个配件中会尽力满足在经销商要求的时

间内满足要求。经销商可能会要求配件直接由总部发到经销商那里，对于那些停机的

配件，亚太公司那里没有库存，或者是其他的原因。所有的需求都需要提交给亚太公

司，并由 LGAP 进行根据经销商的需求进行调整相关的发运方式。

Liugong obligation 柳工的义务


The distribution parts Centre will provide dealer with services such as purchase, dispatch, management of billings, parts cost settlement 、 parts technique supporting。子公司的配件中心为经销商提供配件的采购、发运、到货处理、配件

费用的结算和配件技术支持的服务。 Will not sell any parts directly to end user / customers, except for the LiuGong key customers。并且原则上不直接对用户销售配件，但是柳工的关键大客户除外 LiuGong will provide parts for all LiuGong manufactured machineries carrying the LiuGong brand name which the Dealer is authorized to sell and/or service in the

Dealer’s assigned territory, subject to the following exceptions: 柳工将为代理商在其代理区域被授权销售和/或服务的所有柳工制造、挂有柳工铭牌的机器提供配件，但以下除外：

� Parts become obsolete. 已经淘汰的配件 � Equipment is not equipped to meet regional governmental regulation

and was not authorized to be shipped into the area, 不是正常渠道销售，并且不符合当地政府排放法规要求的整机配件

Should a LiuGong manufactures part no longer be produced, LiuGong will endeavor to provide an interchangeable replacement and advise the Dealer on the delivery schedule. 若某个部件柳工已经停产，柳工将尽力提供一个可互换的

替代件，并在代理商采购时告之

Dealer obligation:经销商的义务

In order to protect the interest of the customer, dealers provide customer service with genuine parts that are purchased from LiuGong. 为了维护柳工用户的利益，

各经销商不得从柳工总部和子公司的配件仓库以外的渠道采购配件，为柳工的用户

提供服务 Each dealer should make effort to reach monthly purchase target that not only includes parts amounts but also to stock up for the support of warranty and maintenance needs of the LiuGong products in dealer’s assigned territory. Multiplying by the factor of the dealer machineries population, it will result to each dealer monthly quota. 各经销商月度或者季度在子公司采购的配件必须达到各经销

商月度采购的配件指标。这个采购的指标根据经销商的整机保有量乘以一定的系数

后，这个配件指标不仅包含配件的金额要求，还有配件的种类要求。

At all times dealers need to maintain spare parts level in order to support Unit down incidents, as well as warranty repair status in order to reduce the customer machine down time, should the spare parts are not available for the requirement from the dealer, the dealer should immediately inform the assigned distribution center for support. In the event that the customer complains the dealer on parts unavailability and unable to solve the problem in time. If serious consequences are caused, the dealer should be penalized. 对于停机类的质量事故，经销商的配


件又不能满足的，应以最快的速度采购配件。凡因经销商缺件，并且没有及时的解

决问题，引起用户的投诉，柳工将给予经销商一定的处罚.

Parts Support–Contact Information 配件支持–联系信息 LiuGong understands that assisting its Dealer Network and Subsidiaries for parts support is essential for Customer satisfaction in the overseas market. Our team is dedicated to continuously improving our support and relationship globally. 柳工为经

销商网络和子公司提供配件的支持是保证海外客户满意的关键，柳工配件团队将致力

于持续改善我们全球的支持和客户关系。

Please contact us using the following information.联系方式如下

E-mail: [email protected]

Phone: +65 6686 3566

Fax: +65 6686 3522

Time:

1. Available from 8:30 am to 5:30 pm Monday to Friday (UTC+8) except for

LiuGong designated holidays. 周一至周五早上 8:30-下午 5:30（柳工指定节假日除外）

2. The last 2 days in every month is scheduled for stock counting, as such LiuGong will not process any orders except for Unit down orders. (Stock counting starts from 28th every month) 每月最后两天为盘点时间，除停机订

单外，柳工不进行任何订单处理（库存盘点从每月的 28 号开始）

5.2 Order Type Classifications订订订订 Orders placed to LiuGong will be classified according to the conditions of each order. The order classifications herewith defined are very important with respect to the methods of handling and shipping. There are three (3) order classifications: 所有下达给柳工的订单将根据每个订单的情况进行分级。这里界定的订单分级对于处

理方式、发运方面非常重要。订单分为以下三种级别： 1. Unit down Order ---------------------- (C) - First priority * (by courier or air freight) 2. Emergency Order ---------------------(B) - Second priority 3. Stock Order -----------------------------(A) - Third priority 1. 停机订单 --------------- （C）第一优先*（由快递公司和空运部门） 2. 紧急订单 --------------- （B）第二优先 3. 储备订单 --------------- （A）第三优先

* These types of orders require providing with machine model, serial number and hour meter reading, if it’s for pending repairs.*（三包停机订单和停机订单都要求提供


机器型号、系列号及机器工作小时） 5.2.1 Stock Order Requirements :库库库库存存存存订订订订订订订订的要求的要求的要求的要求 It is required that all authorized LiuGong Dealers stock parts to support warranty and customer needs. The dealer must stock the recommended minimum spare parts as provided for the first model sold in their territory.所有柳工授权经销商必须进行配件储

备以满足三包及客户需求。每个经销商配件库存的最低限度，至少要在区域内做首次

整机销售时，根据柳工提供的推荐订单进行储备。

1. All stock orders can be entered either e-mail or fax.

2. In the regions where a LiuGong Regional Subsidiary or Parts Distribution Center (PDC) is established, the orders must be placed directly with the Subsidiary or PDC.

3. LiuGong will only accept 2 orders per month per dealer location.

4. Stock order should be shipped to the ordering dealer. Partial shipment is

allowed for this type of order and Liugong will fulfill the order within 60 days

1. 所有储备订单可以通过在线、邮件或传真的方式下达。 2. 在拥有柳工子公司或配件库的区域，订单必须下达给柳工子公司或配件库。 3. 每个经销点每月只能下达 2 个储备订单。 4. 储备订单只能发运给下单经销商。对于这种订单，是允许分批发运的，柳工将

尽力在 60 天内完成这种订单。

5.2.2 Stock Order Incentives 储储储储储储储储订订订订订订订订的激励政策的激励政策的激励政策的激励政策 Stock order value: 10% discount off of the current published dealer net price if order value is over USD15, 000. 储备订单的价格：储备订单的价格：储备订单的价格：储备订单的价格：如果储备订单的价值超过

USD15,000.柳工将按照目前柳工发布价格的总值的给与经销商 10%的折扣。 A maximum of 2 requests of stock order per month for each of the dealership

每个经销商每月只能有两个储备订单。 LiuGong will pay for the sea freight to dealers nearest sea port. All other

shipping and handling costs will be the responsibilities of the dealer.柳工将支付到经销商最近海港的海运费。其他的物流和清关的费用由经销商支付。 5.2.3 Unit down Order (Unit down ‘C’) (first priori ty):停机停机停机停机订订订订订订订订（停机（停机（停机（停机

表示为表示为表示为表示为 C），优先等级为第一级），优先等级为第一级），优先等级为第一级），优先等级为第一级 Indicating an urgent requirement by the Dealer to replace stock or parts for pending repairs situation. Where machine are down and work production for the end-user are stop, which require immediate support from LGAP due to no stock available in dealer


warehouse. Therefore any request for Unit down support which will mean LGAP or LGHQ will stop all other processing to support this unit down request. Which mean the type of shipment back to the requester must be a.s.a.p. by courier or air freight

unless indicate otherwise.停机订单表明该配件为非常紧急的需求，经销商需要填补库

存或者是现场整机停机等待维修的需求。在整机停机或者因此客户而停产的情况，并

且经销商的仓库没有库存，急需 LGAP 提供支持。因此只要是停机订单，LGAP 或者

LGHQ 将会停止处理其他的订单并优先的处理这种订单。如果发运方式没有明确的指

出，这种发运方式会选择快递或者空运。

1. Unit down orders may be either throughe-mailor by fax. 停机订单可以通过在线、邮件、传真方式录入。

2. Items for unit down should be specific related to the unit down machine only.

停机订单只能整机的停机来说 3. The regions where LiuGong Regional Subsidiary or Parts Distribution Center

(PDC) is established, the orders must be placed directly with the Subsidiary or

PDC. 区域内有子公司的或者有 PDC 的，订单只能下给区域子公司或者 PDC。

4. There is no limit on the number of orders that can be placed daily;每日下单的数量没有限制。

5. Orders may be shipped directly to the dealer’s from Liugong HQ.对于停机等紧急配件且子公司仓库无配件，可由总部直接发给经销商

6. LiuGong will update the dealer with the process and try its best abilities to send the parts within2 working days(based on the LGAP PDC outbound

procedure) 柳工及时的告知配件处理的进度，同时尽力在两个工作日中将配件发出（基于亚太公司的出库流程）。

7. Will require dealers to submit the request as per standard process based on PO form with the correct indication as indicate ‘C’ for unit down which will be

handle as first priority request in the form.只要经销商在 PO 里面注明是 C 的话，柳工将会优先的处理这些订单。

Pricing: 价格价格价格价格 Current Dealer Net price 经销价

Order Freight: 订单的运费订单的运费订单的运费订单的运费

Dealers responsible for the freight charges incurred.经销商选择运输方式并支付运费。


Order Minimums: 最小订货数量：最小订货数量：最小订货数量：最小订货数量：

There is no limitation to minimum order in term of the quantity or value

对订单行项目或金额无特殊要求

Requirements: 要求要求要求要求

All unit down Orders are to provide with the equipment model, serial number and

hour meter reading at the time of placing the order.所有停机订单需要同时提供机型、整机系列号和工作小时等信息。

5.2.4 Emergency Order (B)(second priority): 紧急订单（紧急订单（紧急订单（紧急订单（B）第二优先）第二优先）第二优先）第二优先级级级级

Indicates an urgent need by the Dealer to replace stock or parts for emergency

request，Where dealer have yet to keep the require parts under the stock order. And in order to fulfill the request, once a request is activated, LiuGong AP Parts Distribution center will immediately do its best to fulfill it. As such due to the emergency and urgent situation where Parts distribution center personnel are require to fully support the request. A surcharge of 3% of the urgent requests amount

will be implemented and invoice together with parts amounts. 紧急订单表明该配件为紧急的需求，经销商需要填补库存或者是紧急的需求，经销商需要储备一定数量的配件作为维持配件库存的一种方式。为了能满足经销商的需求，一旦接到这个订单，LGAP 的 PDC 立即实施，并尽力的满足。由于这种情况是非常紧急，并且 PDC

那里需要完全的满足相关的需求。一个总价值（发票和相关的配件）的 3%的额外费用将会收取。

1. Emergency orders may be entered by e-mail or fax. 紧急订单可以通过邮件、传真方式录入。

2. In the regions where a LiuGong Regional Subsidiary or Parts Distribution

Center (PDC) is established, the orders must be placed directly with the

Subsidiary or PDC. 区域内有子公司的或者有 PDC 的，订单只能下给区域子公司或者 PDC。

3. There is a recommended of no more than 10% of the total number of orders

yearly.每年紧急订单的数量不能超过总订单数量的 10%

4. Orders may be shipped directly to the dealer’s customer or wherever so designated by the Dealer as long as the shipment is within the Dealer’s assigned territory. LiuGong AP will seek to make the first shipment within


2business day after the receipt of the order and complete the order within two

(2) weeks unless extenuating back orders applies. 订单可以直接发运到经销商的客户那里或者经销商指定的区域。LGAP 将会在收到订单后两个工作日内寻找发运方式，

Pricing: 价格价格价格价格 Current Dealer Net price plus 3% surcharges per PO。每个订单的经销商的采购

价的基础上上浮 3%。

Emergency Order Freight: 紧急订单的发运方式紧急订单的发运方式紧急订单的发运方式紧急订单的发运方式 Emergency orders will be shipped freight collect. Dealers select the best methods and means of shipment.紧急订单采用的是费用到付的方式，经销商选择

相关的发运方式。

Order Minimums: 订单的最小量订单的最小量订单的最小量订单的最小量

There are no minimum line or dollar qualifications.对于订单的数量和金额没有限制

5.3 New Dealer Initial Stock Order 新新新新经经经经经经经经商初始商初始商初始商初始储储储储储储储储订订订订订订订订 An initial Stock Order must be placed within 30 days from the first equipment order. The Stock Order must maintain at a minimum level of the items listed on the LiuGong Recommended Spare Parts List (RSPL) per applicable Model.对于新经销商，

必须在首个整机订单 30 天之内下达初始储备订单。订单必须最少包括柳工推荐清单中

列明的适用机型配件。

5.4 Parts Order Entry Requirements: 配件配件配件配件订订订订订订订订订订订订入要求入要求入要求入要求 The following information must be stipulated on parts order:配件订单必须包含以下信息：

1. Dealer information (Dealer’s name, Dealer Code, Company and Country)Fax

or E-mail number must be provided for receipt of order acknowledgement

and confirmation.代理商信息（姓名、代码、公司、国家），必须提供传真/邮箱号以获取订单确认回执

2. Shipping details information.发运地址信息

3. Shipping method selection 运输方式选择 � Dealer to selects the shipping method for emergency, equipment

breakdown and equipment breakdown warranty orders � Liugong to selects the shipping method for stock order � 经销商选择三包停机订单和紧急订单的运输方式


� 柳工选择储备订单的运输方式 4. Order classification: stock, emergency, equipment breakdown（warranty）

order 订单级别：储备、紧急、停机含（三包）订单 5. Submit parts information in the following sequence:

按以下顺序提交配件信息

� Item number 物料序号

� Part number 零件号 � Description — use the description as shown in the parts price list or parts

manual 零件描述——采用在配件价格清单或配件手册中所示描述

� Model 机型

� Quantity 数量

� Equipment price 单价

� Total Amount 总价

6. Additional information requirement for equipment breakdown（warranty）orders:三包停机订单需提供以下附加信息

� Equipment type & model 机型

� Serial number 整机号

� Equipment running hours reading 工作小时 Either through Online uploads e-mail or by fax for your order to LiuGong parts department.将您的订单录入表格传真/邮件给柳工机械亚太公司配件部门。 Tel: +65 6686 3566 Fax: +65 6686 3522 E-mail: [email protected]

LiuGong Parts Purchase Order form PO 的格式的格式的格式的格式

5.4.1 Order acknowledgement 订订订订订订订订回回回回执执执执 All types of order will receive an order acknowledgement in confirmation. For the Stock Order, Liugong will provide with the information of lead time and stock availability together with the order acknowledgement. 所有订单类型都将收到一个订单回执。对于储备订单，一旦出现未交付订单，柳工将在订单回执上提供缺件的备货期、发运

计划的信息。


5.4.2 Order processing 订订订订订订订订的的的的处处处处理理理理 Order processing time refers to the time required to enter, pick and ship an order. Order processing time is based on LiuGong standard order processing procedures and the availability of parts. Orders will be analyzed to confirm clarification and accuracy, and orders of non-stock parts, will be delayed by the time required to complete the analysisof the order. 订单处理时间是指录入、捡货、订单发运所需要的时间。订单处理时间是基于柳工标

准订单处理流程和配件可获得性。订单将被进行准确性分析确认, 对于非库存订单，

将根据完成订单分析所需时间推延。

5.4.3 Cancellations / Revised 撤撤撤撤订订订订/重新修订重新修订重新修订重新修订 Stock order and non-stock parts are subject to the following cancellation conditions once the Dealer’s order has been entered and processed:一旦代理商的订单已经被录

入或处理，对于库存和非库存配件的撤单按以下标准执行： All cancellations or revised are subject to a 15% handling charge based on dealer

net price list once the purchase order issued.所有撤单行为，将根据发票价值的 15%

收取相关的费用 Non-stock parts, which have been manufactured or received from vendor, cancellation is not allow and will be shipped and invoiced to the Dealer accordingly. If the Dealer still requests to cancel such parts, the parts will be scrapped and 100% of

parts price will also be invoiced to the Dealer.对于已经制造或已经从厂家接收的非库存配件，不能撤单并将发运、出票给代理商。如果代理商仍然要求柳工进行撤单处理，这些配件将被销毁，经销商须全额支付订单配件。 No cancellation or revised are allow for unit down and emergency order due to the

urgency.对于停机和紧急的订单由于是非常紧急的，是不允许取消的。

5.5 Pricing: Manufacturer Suggested List Price (MSR P)定价：厂家建定价：厂家建定价：厂家建定价：厂家建

议议议议价格清价格清价格清价格清订订订订(MSRP) LiuGong will furnish each Dealer with a “Manufacturer recommended retail price ” (MSRP) on a CD ROM at no charge. Additional copies of CD ROM may be purchased by contacting the parts department. The MSRP and Dealer Net pricing are determined by a variable pricing matrix and are subject to change with advance notification from LiuGong or one of its subsidiaries. In additional to the CD ROM, LiuGong AP will also send the price list in excel format every half yearly for any price changes of the parts pricing.

柳工将向每个经销商免费发放一张包含“厂家建议零售价”信息的光盘。额外的拷贝可以联系柳工配件部进行采购。建议零售价和经销价是经过不同的价格矩阵计算而得，在柳工或其子公司提前通知的情况下柳工有权进行调整。为了让经销商能得到更加准


确的配件价格，除了这个 CDROM 的清单外，每隔半年柳工将会提供一个修改过excel 格式的价格清单。 LiuGong reserves the right to modify parts, and/or make interchangeable substitutions to a Dealer’s parts order without prior notice; Liugong also reserves the right to adjust price, however, written notice as well as the excel format list will be

posted tothe Dealers 30days prior to any parts price adjustment. 柳工拥有在没有事先通知的情况下进行配件更换和/或对经销商的配件订单进行可替代配件更换的权力。柳工同样保留调整价格的权力，但对于任何配件价格调整，柳工将提前 30 天通过书面形式通知经销商。 To prevent any unwanted strain to the dealerships on the frequent price change, LiuGong AP will initialize the price changes half yearly and will absorb the different during the time.

为了避免频繁的改变价格给经销商带来不必要的麻烦，LGAP 每半年修订一次价格，在没有调整价格前，同时承担相应的差价。

All list prices shown are Ex-work. 所有清单价格为出厂价。 Prices listed in LiuGong special price quotation ar e valid for thirty days from the date of quotation.

柳工特殊报价单上所列价格自报价之日起 30 天内有效。 5.5.1 Competitive Parts Pricing 具有具有具有具有竞竞竞竞争力的配件定价争力的配件定价争力的配件定价争力的配件定价 It is important for Liugong to ensure our replacement parts are priced competitively by comparison to our competitor’s market value. Therefore, Liugong requires our distributors to provide any information of current market pricing for a similar part provided by our competitors, disregard whether is high or low by comparisons with Liugong A special form is designed for the parts pricing comparison. Parts Pricing ComparisonForm 清楚的知道配件的价格和竞争对手的价格，对于柳工来说是非常重要的。因此需要经

销商提供目前竞争对手的相关的配件价格差异信息，不管这个配件价格是高还是低。价格差异对比可使用专门设计的表格来实现。差异性配件价格表

5.6 Shipping Methods发发发发运运运运条款条款条款条款 Parts shipments are made based on order classification. 配件发运方式是根据订单类别操作。


The Dealerselect method of shipment before theorder is placed, conditions applied.

Orders without a method of shipment will be routed by LiuGong 代理商在下采购订单时，需要选择配件的发运方式和承运方；如果没有选择，将由子公司和经销商协商确定。

5.7 Payment Terms 支付条件支付条件支付条件支付条件

1. The payment is net 90days from invoice date.

2. If the payments are not made within the agreed due date, the parts account will be placed “on credit hold” until the account becomes current.

1. 配件货款要求在开票 90 天内支付。

2. 若在规定时间内没有支付配件货款，配件账户将被实施“信用冻结”直到未付货款结清为止。

5.8 Parts Discrepancy Report 配件争配件争配件争配件争议议议议议议议议告告告告 Items shown as shipped on LiuGong packing list and on subsequent invoice, but not received or received in short, incorrect or damaged must be claimed with Parts Discrepancy Report within seven (7) calendar days after receipt of shipment for stock order request. For Emergency and unit down order request discrepancy must be within three (3) calendar days.

在柳工发运装箱单和后续发票上注明的物料，若没有收到或缺件、错件、损坏的，必须在收货后 7 个日历日内提供配件争议报告, 否则所有配件将被视为是满意。对于紧急和停机订单，需要在 3 个工作日内确认。

需要确认

In case of such discrepancy happens, the below information should be provided: 配件争议报告要提供以下信息：

1. Date: Date claim is submitted 日期：报告提交日期

2. Company name: dealer’s complete name 公司名称：代理商全名

3. Address: complete mailing and/or shipping address with zip code 地址：带有邮编的邮件或/和发运地址全称

4. Dealer order number: dealer’s purchase order number 代理商订单号：代理商采购订单号

5. Date parts received: date on which dealer received the parts 收货日期：代


理商收货日期

6. Filed by: name of person submitted claim 提交人：提交报告人姓名

7. Part number: complete part number in question 配件号：完整相关配件号

8. Description: description as identified on packing list 配件描述：装箱单上界定的描述

9. Invoice quantity: quantity shown on respective invoice 发票数量：发票上显示的数量

10. Received quantity: actual quantity received by dealer 收货数量：代理商实际接收数量

11. Photos 图片

12. Feedback report from the transporter. 来自货运公司的报告

Damaged during Shipment: 对于出现运输货损 It will be the responsibility of LiuGong to claim to the carrier if LiuGong selected the shipping method. It will be the responsibility of dealers to claim to the carrier if dealers selected the shipping method. Dealer may e-mail or fax the claim form to LiuGong for disposition. After seven days (7) days, all orders are presumed

satisfactory.如果是由柳工选择的装运方式，将由柳工负责向承运人索赔；如果是由经销商选择的装运方式，将由经销商向承运人索赔。经销商可以通过邮件或传真向柳工提交争议报告。收货 7 天以后，所有订单配件将被视为满意。 LiuGong Parts DiscrepancyClaim Form

配件争议性表格配件争议性表格配件争议性表格配件争议性表格

6.0 Training 培训培训培训培训 LiuGong CE AP will conduct multiple types of products and components training within Singapore Office or in LiuGong HQ with the support from the LiuGong HQ training department. LGAP 将提供多种产品线或者主要部件的培训，培训地点在新

加坡总部或者是在柳工的总部。

6.1 Training request types 提供培训的类型 Quarterly or half yearly LiuGong AP will send out the request to all Asia Pacific dealerships in term of their training request on different mechanic competence level as well as the types of training require by the dealerships. Request from the dealers will be on first come first serve basis. Currently LiuGong AP has 4 types of training methods that can be schedule and support the dealerships。


一个季度或者半年柳工亚太公司将发一个需求调查表给所有的经销商。基于每个经销

商的维修人员的能力水平和每个经销商的培训需求，按照先到先得的原则安排相关的

培训。目前柳工亚太公司有 4 种培训类型供经销商选择。

1. 1 year one time technical product training and familiarisation course that will be conducted in LiuGong HQ. This is to be catered for all Dealers personnel that are interested in a quick familiarisation of the full technical products ranges of LiuGong. No limit in the number of applicants. Normally held at the month of June or July 总部将提供一年一次的产品知识及其类似的培训。这些主要是为了迎合那种对

柳工的产品感兴趣并希望快速的掌握柳工全面产品知识的人。对于申请的人员

没有限制。一般在每年的 6 月或者 7 月份举行。 2. Dealers to LiuGong HQ training program request. This will be the schedule

training request types that are catered for Dealers personnel on full complete product training specific on the components, diagnostic, functions, electrical & hydraulic training. Each product types training period is about 5 working days to complete within the LiuGong HQ training facilities. Max 10 trainees for schedule. Target group for the training will be for MCL 3 and MCL 4 Level personnel from the dealerships 经销商到柳工总部的培训需求。这种培训的需求主要是针对经销商的需要完全

掌握产品知识的人，尤其是在配件、故障诊断、功能性分析、电器和液压系统

的培训。在柳工总部和利用总部的培训设施，每种产品的培训时间大概在 5 个

工作日。每个培训班最多安排十个人。这种培训的目标人群是经销商的 MCL3 和 MCL4.

3. LiuGong HQ trainer / LiuGong AP trainer to dealerships program. This will be the schedule training request types that are catered for dealers personnel on basic and intermediate training on each product ranges. Dealers are require to provide the machine for training as well as a training room with the necessary training equipment. Training period is about 4 working days. Target group for the training will be for MCL 1 & MCL 2 level personnel from the dealerships 柳工总部的培训师或者柳工亚太公司的培训师的培训计划。这种培训主要是针

对经销商服务人员的每个产品的初级和中级的培训。经销商需要提供培训需要

的整机、培训教室及其他必须的培训器材。培训的时间大概是 4 个工作日。培

训的对象主要是经销商的 MCL1 和 MCL2 的人员 4. Dealers to LiuGong AP major components training program request. This

training will be conducted within the Singapore training facilities for most of the major components overhaul and repair by product ranges. Training period is about 5 working days. Target group for the training will be for MCL 2 and MCL 3 level personnel from the dealerships. 经销商到柳工亚太公司培训进行主要的部件的培训。这个培训将在亚太公司和

利用相关的培训设备，给经销提供各种产品主要配件的拆装的培训。培训的时

间大概是 5 周。培训的对象是经销商的 MCL2 和 MCL3. 6.2 Definition of Mechanic certification level (MCL)维修人员等级的界定


Below are the definition of the MCL level or mechanic competence level within the dealerships in term of classification in skills and experience to conduct or to service and support LiuGong after sales function effectively and efficiently. LiuGong AP will use the below standard to measure the competence of the mechanic within the dealerships in order to determine the kind of support and additional training requirement necessary for the dealerships to improve the dealers’ mechanic competence level to enhance the after sales support within the dealers territories. 以下是经销商的服务人员的技能水平的定义，主要是根据具备引导、服务和帮助柳工

售后服务的有效性和高效性的技能和经验。柳工亚太公司将利用以下的标准去检测经

销商服务人员的技能等级，为了确定经销商需要的支持类型和增加必要的培训需求，

提升经销商的服务人员的技能水平，最总提升在其售后服务支持区域的服务支持的能

力。 More information of the MCL will be provided from the LiuGong training policy and manual.更多详细的维修技能的评价标准请参考柳工的培训手册。

Customer Support Policy & Procedure Manual, Asia Pacific Regions 20120101

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