Tiffin Motorhomes: “Wherever you go, we go”

IntroductionTiffin Motor Homes: “Wherever you go, we go”This publication, the Tiffin Motor Homes’ Flat-Rate Manual, is designed to assist those authorizedand qualified service centers in performing the necessary maintenance and repair activitiesassociated with the various makes and models of the recreational vehicles (RVs) manufactured byTiffin Motor Homes, Incorporated, Red Bay, AL.The data contained herein are the most current, correct, and comprehensive data available at thetime of publication and are deemed to be in effect until superseded by a later revision of themanual in its entirety or by a later revision of any particular section(s) within the manual proper.Should there be any question about the relevance or timeliness of the manual or any of itssections or pages, the manual user is encouraged to contact Tiffin Motor Homes directly at thefollowing address:Tiffin Motor Homes, Incorporated105 2 nd Street NWRed Bay, AL 35582 U.S.A.Telephone: (256) 356-8661;Fax: (256) 356-8219 (main office)E-Mail: info@tiffinmotorhomes.comTiffin Motor Homes, Inc. will be pleased to answer any questions you may have about thismanual, as may be warranted.Company-Proprietary InformationPlease NoteThe data contained in this Flat Rate Manual are company-proprietary toTiffin Motor Homes, Incorporated. These data are to be used only byauthorized, qualified service personnel and are not to be shared with anyoneelse.

The data contained in this Tiffin Motor Homes’ Flat Rate Manual is deemed proprietary to TiffinMotor Homes, Incorporated. Therefore, the data are to be used only by the authorized andqualified service personnel in the performance of their duties in maintaining and repairing MotorHomes manufactured by Tiffin Motor Homes, Incorporated. Any other use of these dataconstitutes misuse and, as such, is not warranted. The data contained in this Flat Rate Manual arenot to be divulged in any form (e.g., written, verbal, facsimile, telephone, e-mail; and the like) toany other third parties (e.g., customers, competitors), unless prior written permission has beenobtained from an officer of Tiffin Motor Homes, Incorporated.Limitations of the Flat-Rate DataThe data contained in this Flat Rate Manual are the most up-to-date, current, correct, andcomplete data available at the time of its printing. Since the data are subject to change, based onvarious external factors beyond the control of Tiffin Motor Homes; the data contained hereinshould not be used as the only factor in determining subsequent labor rates or prices (to be)charged in the sale of any services performed on the motor homes.The data presented in this Flat Rate Manual are the outcome of extensive, first-hand experiencegained by Tiffin Motor Homes in the efficient, effective repair and maintenance of its variousmakes and models of Motor Homes. The data reflect the weighted averages of work performedby Tiffin personnel at the Certified RV Service Technician and the Master Certified RV Service Technicianwork-experience levels. Consequently, any repair or maintenance work performed on Tiffinmotor homes by less-qualified personnel may take longer times than those listed herein; but Tiffinis obligated to pay only those rates specified in this manual for the types of work performed.Accordingly, it is strongly recommended that only certified or master-certified servicetechnicians perform the actual motor-home repair and maintenance work.Use of the Flat-Rate DataThe data contained in this Flat Rate Manual may be used by the authorized service provider tomeasure relative performance of the certified technicians, to schedule present and proposed workefforts, to negotiate allocated time for in-warranty repair/maintenance efforts with Tiffin MotorHomes, and to prepare insurance estimates and claims, as may be warranted.Other factors may influence the ultimate pricing to be determined for authorized servicesrendered; some of which include accessibility and availability of qualified personnel, scheduling(e.g., regular time; overtime; holiday time), additional specialized training desired or required,actual experience of the specific qualified service technician in performing the actual work to beperformed, specialized tooling desired or required, troubleshooting and diagnostic time, timeneeded to access item(s) to be repaired (e.g., crumpled bodywork around wheel wells to accessdamaged tires), required documentation (for insurance purposes), possible subcontracting ofselect work (e.g., welding; generator repair), effective “listening” to the customer to determinewhat exactly is the problem to be solved, and appropriate “customer service” or “public relations”efforts needed to maintain rapport with the customer; among others.Through proper, effective, and efficient use of this Flat-Rate Manual; the authorized serviceprovider will be able to meet the requirements of repairing and maintaining the Tiffin MotorHomes’ product lines in a prudent, cost-effective manner while assuring ethical, equitable

treatment for all parties concerned; namely, the customer, the service provider, and Tiffin MotorHomes, Incorporated.Warranty InformationTiffin Motor Homes, Inc. Limited Warranty is one (1) year or 12,000 miles, whichever comesFIRST, to the original purchaser only. A copy of the Tiffin Motor Homes, Inc. LimitedWarranty must be provided by the dealer to the purchaser of a new coach, at the time ofpurchase. A copy of this Limited Warranty is available from the sales department at Tiffin MotorHomes, Inc. Be sure to familiarize yourself with the terms and items covered by this limitedwarranty. Warranty claims submitted for items that are not covered by this limitedwarranty will be denied from the warranty claim and the claim will be adjustedaccordingly.Maximum Repair TimesThe time that is listed for each repair or job code is the maximum times that are allowed without aprior authorization. Our times are based on previous time studies and repair claims, both at thedealerships and at the Tiffin Motor Homes, Inc. repair facility. If your repair time is less than thestated maximum time, then you should only charge the actual repair time. The times thatare listed include diagnostic time, time for repair, and testing once the repair has beencompleted. No additional time will be paid over the listed time, unless a PRIORauthorization has been obtained from the Tiffin Motor Homes, Inc. Service Department.“Stacking” of times and codes is not necessary for a given repair and will not be allowed.Warranty Prior AuthorizationsAll warranty authorizations are considered to be prior authorizations and must be obtainedfrom Tiffin Motor Homes, Inc. prior (BEFORE) to work beginning and are required asfollows:• When the estimated repair time for a job operation code exceeds the time listed in the flatrate manual.• When the job operation code for a repair has an “RA” OR “XR” listed in the manual.• When the estimated time will exceed 2 hours for any straight time (ST) repair.• When any body or paint repair will exceed 2 hours.

The following information is required when obtaining a prior authorization.• The current owner’s name.• Coach Chassis VIN.• Coach Serial Number.• Current Mileage.• Complete list of repairs that require prior authorization.• Estimates of time or cost if different than the time allowed for any given job operationcode and a reason for the request for time adjustment.TO OBTAIN PRIOR WARRANTY AUTHORIZATION:• Fax: Tiffin Service Department (256) 356-8930• Phone: (256) 356-0261. Listen to the voice prompts and direct your call to theService department.TO ORDER PARTS:• FAX: Tiffin Parts Department (256) 356-0257• Phone: (256) 356-0261. Listen to the voice prompts and direct your call to theParts department.NOTE: AIR FREIGHT CHARGES ARE NOT REIMBURSEABLE ANDWILL BE DENIED IF SUBMITTED ON WARRANTY CLAIM!C.O.D. SHIPPING FEES ARE NOT REIMBURSEABLE!RETURN FREIGHT VIA NORMAL GROUND FREIGHT, TO TIFFIN MOTORHOMES, INC. WILL BE PAID WHEN SUBMITTED ON WARRANTY CLAIMS.Return freight listed on claim form that is based on the air freight charges to receive willbe adjusted or denied.Parts that the dealer orders from and are supplied by the vendor, should be returned tothe vendor and file any warranty labor claim with that vendor, not Tiffin Motor Homes,Inc.

Submitting Warranty ClaimsAll warranty claims must be submitted to Tiffin Motor Homes, Incorporated within SIXTY (60)days after the repair is completed or else the claim will be subject to payment rates as stated in the LateSubmission Claims section.• All claims must have an authorization number from Tiffin Motor Homes if the repairtime exceeds the time listed in this Flat Rate Manual or if the repair states to have PriorAuthorization, or if the straight time exceeds two (2) hours. If the claim amount for arepair exceeds the authorized amount, only the amount originally authorized willbe paid.• Failure to obtain the required authorization will result in theadjustment or possible denial of your claim.• Claims will be mailed only if there are no parts to return. If you are unsure if a part needsto be returned, please call your parts department for help.• Claims that have parts to be returned must be sent with the parts. Do not mail theclaim separately if you are returning parts, as this will cause delay in processingyour claim until the returned parts arrive at Tiffin Motor Homes, Incorporated.• Claims that have parts listed must have a copy of the parts invoice attached to the claim,listing the price of the part and the place of purchase, whether it is purchased from TiffinMotor Homes, Incorporated or an outside vendor or from stock to be eligible for partsmark-up.• Claims that are submitted without copies of parts invoices attached are not eligible forparts mark-up and such claims will be adjusted accordingly. It is the dealer’sresponsibility to provide any required information to be paid the mark-up.• Regarding up-charges for parts, your parts account must be paid and kept current withyour monthly parts statement to be eligible for any parts mark-up. Dealers who do notkeep their parts bills current will not be allowed any parts mark-up and suchclaims will be adjusted accordingly.• Parts purchased from Tiffin Motor Homes, Incorporated are eligible for a 30% upcharge.Parts obtained from dealer stock or purchased elsewhere are only eligible for a15% up-charge.• Parts that are new and unused, that are being returned for credit, are not eligible for theup-charge.• Parts that are returned to Tiffin Motor Homes, Inc. that are tested and determined not tobe defective will be deducted from the warranty claim, along with any labor charges forthe repair and the part sent back to the dealer at the dealer’s expense.

• Defective parts that are not required to be returned by the dealership to Tiffin MotorHomes, Inc. will be discarded and the freight charges will be denied and removed fromthe warranty claim.• Claims that include a sublet repair must also include the original copy of the sublet bill.• It is the dealer’s responsibility to make certain that the selected sublet repairfacility returns any required part to the dealer for submitting with the warrantyclaim.• Sublet repairs are not subject to mark-up.Recall ClaimsIt is suggested that claims for recalls be submitted on a separate claim form to avoid possibleprocessing delays. Any required form for the recall must be completed by the servicing dealer orfacility and be attached to the TOP of the claim form. Failure to complete the necessaryforms and attach them to the claim form may result in the denial of your claim.Approved Labor RatesEach dealer has an approved labor rate with Tiffin Motor Homes, Incorporated. A change inthe labor rate must be requested in writing to the address listed in the front of thismanual, with a photo of your posted shop labor rate, and copies of three (3) invoicesshowing repairs billed at the requested rate. An approved request must be in effect for aperiod of twelve (12) months before another request will be considered. The labor rate must beapproved by Tiffin Motor Homes, Incorporated before any claims are submitted at the new rate.A written response will come in a timely manner from Tiffin Motor Homes, Incorporated inanswer to each request submitted by one of Tiffin Motor Homes’ dealers.Late Submission ClaimsTiffin Motor Homes, Incorporated realizes that, due to certain circumstances and organizationalchanges within the dealership, claims are sometimes submitted late. Late, lost, damaged,incomplete, incorrect, illegible or misdirected mail from the dealership will not excuse aclaim from being subjected to the late claim penalty. A claim is considered “late” if it isreceived more than 60 days past the repair completion date. Tiffin Motor Homes, Incorporatedwill assist its dealers when such issues as these occur and exceptions will be made, on a case-bycasebasis, at the following rates:Days After Repairs MadeEligibility for Parts Mark-UpPercent of Labor CostsAllowed61 – 120 Days No 75%121 – 180 Days No 50%

Claims older than 180 days will not be considered for payment.Safety ConsiderationsIn the proper use of this flat-rate manual, it should be remembered that safety is first andforemost. The time estimates (i.e., standard hours) for the tasks specified in this manual are justthat—estimates. In the attempt to adhere to any time estimate, it is nowhere suggested that oneshould “cut corners” or in any other way compromise the quality of the work to be performedand the safety considerations associated with performing that work. Safety of the workers; anycustomers, guests, or visitors; and of the workplace itself should be maintained at all times.Quality ConsiderationsIn a similar vein, the proper use of this flat-rate manual is not meant to compromise or negate thehigh quality of workmanship that is the hallmark of Tiffin Motor Homes, Incorporated. At notime should the quality of the work be reduced to “meet or beat” the time estimates for the tasksbeing performed. One should strive to perform high-quality work, on schedule, and within budget—these three characteristics are the hallmarks of any well-performed effort. It should be noted,though, that “high quality” is the most important of these characteristics.Legal ConsiderationsAlthough each task listed in this manual is well within the purview of a competent, qualifiedmechanic; it should be noted that the cumulative compilation of numerous tasks may, at times,exceed the legal limits of how much a given individual should work in any given day or week.Therefore, the users of this manual should be familiar with prevailing legislation (Federal, state,local) to assure that the RV technicians remain in compliance with any legislation (e.g., Fair LaborStandards Act et al.) which may affect the outcome of their work efforts.Revisions to the Flat Rate ManualSince the data included in this manual are volatile and subject to change without notice, thismanual will periodically be revised, updated, and amended; as necessary; to keep it current,correct, complete, clear, and concise.When the manual or any section of it is revised; appropriate revision notices and subsequentrevisions will be distributed to authorized holders of the Tiffin Motor Homes’ Flat-Rate Manualfor inclusion into their copies to update those copies to the latest revision of the manual. It is thesole responsibility of the authorized manual holder to maintain that copy in its most recentversion and revision.If the authorized holder of a Tiffin Motor Homes Flat-Rate Manual does not exercise duediligence in maintaining the manual at its desired current level, that manual may be revoked byTiffin Motor Homes and the authorization of that holder may be subject to review by TiffinMotor Homes, Incorporated.

Immediacy of Revisions ReceivedAny revisions, updates, or modifications of the Tiffin Motor Homes, Inc. Flat-Rate Manual willbe placed into effect no later than the next working day from the actual day of receipt. Anyunnecessary procrastination in applying the newest revisions to the Flat-Rate Manual may begrounds for Tiffin Motor Homes, Inc. reviewing the status of its relationship with said authorizeddealer and determining whatever adjustment to that relationship may be necessary, as determinedby Tiffin Motor Homes.Feedback re: Flat-Rate ManualAs with any documentation, this manual can be improved. Any critique or observation whichmay help Tiffin Motor Homes improve its Flat-Rate Manual will be especially appreciated;whether it concerns the actual data, the format of the manual, or any other aspect of the manual.It is hoped that this manual will be an invaluable adjunct to the authorized service professional sothat satisfaction is assured to all parties concerned: The Customer, the Authorized ServiceProvider, and Tiffin Motor Homes, Incorporated.Instructions on Completing Tiffin Motor Homes WarrantyClaimsThe following procedure describes the proper completion and submission of warranty claims toTiffin Motor Homes, Incorporated::A: Start with a Warranty Claim form from Tiffin Motor Homes, Incorporated.B: Complete the Servicing Dealer information (e.g., Dealer’s name, address, phone number,etc.).C: Complete the information about the owner of the motor home (e.g., name, address,phone number).D: Enter the authorization number, if applicable. NOTE: An authorization number isrequired for any job that does not match the Flat Rate Manual’s rate. The FlatRate Manual’s rate will be used except in extenuating circumstances.E: Enter the 17-digit VIN.F: Enter the 17-digit Serial Number.G: Enter the Date of Purchase.H: Enter the Dealer Repair Order Number.I: Enter the date the repair was begun.J: Enter the date the repair was completed.

K: Enter the mileage of the motor home being repaired.L: Check “yes” or “no” as to whether the customer is the original owner. Note: Thesecond owner will only receive the remainder of the first-year warranty, if themotor home was so purchased before the original owner’s first-year warranty hasexpired. The 5 year delamination warranty and the 10 year unitized constructionwarranty ARE NOT transferable to the second owner.M: Enter the name of the person preparing this claim.N: Enter the approved labor rate.O: Enter the job the form of: Problem, Cause, and Remedy.P: Enter the Flat Rate Code from this Flat Rate Manual. For example, if one removes andreplaces a refrigerator circuit board, the flat rate code would be 15 42 20 AJ. Forexample, if one adjusts the tension on the spring of a patio awning, the flat rate codewould be 19 B3 10 WW.Q: Enter the hours listed in this Flat Rate Manual for that particular code. Note: If there isan extenuating circumstance that causes that particular job to be more than theflat rate listed, you must call and obtain authorization. However, only in anextenuating circumstance will that rate be changed. No authorization = Noadditional time, and will be adjusted accordingly.R: Enter the amount determined by multiplying the hours by the approved labor rate.S: Enter the total of all the jobs so performed.T: List the parts used (in the same order as the jobs performed). Be sure to give thequantity, part number (if applicable), and part description for each and every part used.Under “dealer cost,” enter the price paid for the part (whether it be from Tiffin or someother supplier). At the bottom, before “Parts Total,” determine what mark-up (i.e., 30%,if part is from Tiffin; 15%, if part is from other supplier) is applicable. In some instances,both rates may apply (i.e., some parts were obtained from Tiffin; others, from othersuppliers); in which case, prepare each mark-up on a separate line. Be sure to attach tothe warranty claim a copy of all parts invoices which were purchased and forwhich reimbursement is being sought.U: Determine the total of all parts, freight charges (if applicable), and obtain the grand total;then enter that grand total.V: If sublet work was performed, list the name and sublet company.W: Enter the amount of the sublet work. Note: A copy of the sublet bill must beattached to the warranty claim. NO MARK-UP IS ALLOWED ON SUBLETREPAIRS!X: Enter the total of all sublet repairs here.

Y: Enter the total of all parts, all jobs, and any sublet work here—this is the total beingsought from Tiffin Motor Homes as reimbursement.Z: Appliance Information: If you are sending an appliance back, please write down thebrand, model number, and serial number in the spaces provided.AA:BB:CC:Customer’s Signature: Do not ask the customer to sign a blank warranty form inadvance of the repairs actually to be made. Claims submitted in this manner aresubject to rejection.The dealer is to sign his signature here.The three tags on the end of the warranty claim are for when one returns parts to TiffinMotor Homes. Please complete the card and attach the manila-colored, stiff copy withthe part.Please NoteAlways send the original white copy of the warranty claim with the parts thatare being returned. If there are no parts to be returned, please mail thewhite copy to Tiffin Motor Homes, Incorporated.CODE KEYNTARPRASTTCXRXSXQXNNO TIME ALLOWEDRETURN PARTREQUIRED AUTHORIZATION - YOUMUST CALL BEFORE STARTING JOBSTRAIGHT TIMETIME CLOCKRETURN PART - REQUIREDAUTHORIZATIONLABOR TIME PER EACH FOOTNO LABOR, PARTS CLAIM ONLYLABOR TIME PER EACH 5 FEET