Claims Management

If any part anomaly is found on arrival of Maserati goods, the Circular letter “MA002968 Genuine parts anomaly claim” shall be observed.

In the event that the Claim procedure is not observed, - even partially - when submitting a claim, the claim will be rejected.

All claims for part anomalies shall be managed using the Maserati Parts Help Desk (PHD).

The Circular Letter “MA002968 Genuine parts anomaly claim” is available on ModisCS+/ Bulletins/ Parts Communication/ View Parts Communication.

Returns Management

After the submission of a claim for any part anomaly, you can return the Items to Maserati.

Attention: the goods may be returned only after receiving authorization and related Order number for parts returned from the Parts Help Desk.

No refunds shall be issued if the goods are returned without authorization or are handled without observing the operating procedure included in the Circular letter “MA002968 Genuine parts anomaly claim”.

The circular letter “MA002968 Genuine parts anomaly claim” is available on ModisCS+/ Bulletins/ Parts Communication/ View Parts Communication.

Invoicing from Maserati to Dealer

Maserati S.p.A. uploads all parts invoices, credit and debit notes through periodic publication on ModisCS+ portal.

Therefore, the publication of our parts invoices on ModisCS+ will be equivalent to their delivery / sending.

The documents can be found on ModisCS+/ AFTERSALES/ Spare Parts/ Print parts Invoice (not valid for Subsidiaries’ dealers)

Attention: these invoices are analogic (i.e., not electronic); therefore, you should print invoices and maintain the paperwork.

For more information, please see the circular letter “MKAS 10/2007 Parts Invoices on ModisCS” or contact the Maserati Parts Department.

External Customer Parts Picking & Invoicing

When a part requested by an external customer is immediately available, the request time and the goods picking time coincide.

When it is necessary to enter an order for the requested parts, it is essential that the goods’ waiting phase is managed in the best possible way, keeping the customer informed about the order fulfilment status, especially in case of issues relating to the parts availability.

Once the goods have been delivered and checked, the Parts Staff informs the customer of the spare parts’ arrival.

According to the agreements with the customer, the goods can be delivered directly to the customer or they can be picked by the customer at the warehouse.

During the picking phase at the warehouse, the goods should be verified again together with the customer and then the warehouseman should:

• Explain terms and conditions of the warranty on the spare part(s);
• Propose additional services and, when applicable, maintenance programs;
• Offer quotations for vehicles’ trade-in, on the request of obsolete spare parts;
• According to the dealer’s trade policies, propose offers and customer loyalty programs;

Once the spare parts are checked together with the customer, the Parts staff prints the invoice or accompanies the customer to the cash desk and introduce the cashier to him.

The cashier prints the invoice that should include clear and detailed information about the spare parts purchased by the customer.

Once the payment is made, the cashier delivers the goods to the customer.

An electronic copy of the invoice should be sent to the customer by email at the end of the invoicing procedure.

During the invoicing phase, the Parts Staff or the cashier verify all the customer’s data in order to keep always updated the dealer’s database.

If the Parts Department’s customer corresponds with the vehicle’s owner and the cashier/ Parts Department Staff verifies a change of ownership, she/ he informs the workshop that performs the ownership change procedure on Service Entry/ ModisCS+.

Internal Workshop Parts Picking

For scheduled standard interventions or for repairs with an already available diagnosis, the Parts Department staff dedicated to the internal workshop (partially or totally) prepares the spare parts in advance, usually the evening before the appointment date.

In general it is responsibility of the service advisor to provide a list of the scheduled appointments to the Parts Department staff for the next day. The list should contain as many details as possible about the scheduled interventions or clear references to the agenda (electronic or integrated into the DMS).

When the agenda is shared (e.g. when integrated into the DMS) the Parts staff can consult the appointments personally and prepare the spare parts.

The provided spare parts should then place into baskets (a basket or a box for each intervention). The baskets will be placed on shelves dedicated to the pre-picking.

A pre-picking area with shelves and baskets/ boxes containing all the prepared parts/material can be set up in the warehouse or in the workshop to reduce the waiting time for parts.

• The baskets/ boxes must contain a label with the vehicle plate number and a copy of the quotation (when available) with details of spare parts. If other replacements of parts or installation of accessories are agreed during the Reception phase, the service advisor must inform the Parts Department personnel dedicated to the workshop who prepares the new material immediately.
• For standard unscheduled interventions, immediately after the reception the service advisor informs the Parts Department personnel dedicated to the workshop who prepares the material. If the intervention will be immediately performed, he could bring the spare parts to the technician’s workstation.
• The day fixed for the execution, the technicians take the WOs assigned by the workshop foreman, then take the baskets with the prepared spare parts directly from the pre-picking shelves, when accessible, otherwise go to the Parts staff dedicated to the workshop to take the already prepared parts.

• If a technician identifies further necessary interventions during the processing phase:

○ The service advisor prepares a new quotation and asks the customer for the authorization to perform the new interventions;

○ Once the authorization has been given by the customer, the service advisor asks the Parts personnel for the new spare parts that should be prepared immediately. If necessary, the Parts personnel brings the spare parts directly to the technician’s workstation.