SHIELD CIRCULAR

SHIELD/ Extended Warranty-

SUBJECT REF NO SCN-2016-07
Guidelines for Shield claim and part scrapping
Models on which Shield is available
APPLICABLE MONTH OF
MODEL(s) (Scorpio, Xylo, Bolero, Verito, Verito Vibe, Quanto, XUV5OO, ISSUE June 2016
KUV100, TUV300, Nuvosport, Jeeto and Alfa)
APPLICABLE
CHANNEL(s) PERSONAL AND COMMERCIAL TYPE Shield Circular
CIRCULATE TO :

CEO/ GENERAL MANAGER  SERVICE HEAD  HR MANAGER 

SALES MANAGER  CRM  PARTS MANAGER 
SALES CONSULTANT  SERVICE ADVISOR  MANAGER TECHNICAL(Co-TEK) 
EXPERIENCE EXECUTIVE  RELATIONSHIP MANAGER  WARRANTY MANAGER 
ICRE SALES  BODYSHOP MANAGER  ICRE SERVICE 
RECEPTIONIST  FLOOR CONTROLLER (S S)  HOSTESS 
HOSPITALITY MANAGER  QUALITY CONTROLLER (T S)  CSI PROCESS CHAMPION 
SALES PROCESS CHAMPION  e-TEK / TECHNICIAN  DRONACHARYA 

As you are aware, Shield is an extended warranty scheme offered to our customers to unforeseen
mechanical and electrical breakdown of their vehicle. Over the period of time, we have been
increasing the coverage of parts under shield warranty so that our customers can derive maximum
value from this scheme. As a result, currently Mahindra Shield offers one of the best coverage and
we can confidently say that almost “all is covered”.

However, certain parts and operations come under the category of “not covered” under Shield.
These are parts and failures pertaining to normal wear and tear operations, or due to misuse, abuse
or accident etc., or parts & operations that fall under normal & routine maintenance, etc.

The details of such exclusions for each of the above category is very clearly detailed out under points
2.4, 2.5, 2.6 and 2.7 of the terms and conditions of shield warranty.

For your ready reference, these exclusions are annexed to this circular as Annexure 1. Parts
mentioned in this list should not be claimed under Shield in DMS and any such claims will be
rejected. A few samples of incorrect practices in Shield claims is added in Annexure3 for reference.
Such practices should be avoided under Shield.

Parts scrapping should be done as per the specified procedure. The scrapping policy and procedure
as per Circular No 2014-PPC-00460 and 2014-PPC-00481 respectively, should be followed for
Shield also, as mentioned in Circular No SCN-2015-14. The format for scrapping sign off is also
available in the scrapping policy circular 2014-PPC-00460 and given as Annexure 4 in this circular,
for ready reference. The photographs of all claims made should be maintained as shown in
Annexure 5. Service Strategy team will be conducting audit of Shield claims and the scrapping
process of the same, to streamline the process and ensure adherence.

Kindly arrange to bring the content of this information to notice of all concerned at the showroom &
workshop. For any clarification, you may contact your respective CCM or Keerthana C S at
cs.keerthana@mahindra.com

Happy Shield /Extended Warranty Selling!

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ANNEXURE 1: List of parts and operations “not covered” under Shield

ANNEXURE 2: Limitations of coverage under Shield
ANNEXURE 3: Samples of incorrect practices to be avoided in Shield claims
ANNEXURE 4: Parts scrapping sign off sheet
ANNEXURE 5: Format for photograph record of scrapped material

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ANNEXURE 1
List of parts and operations “not covered” under Shield

a. Parts:
i. Clutch plate /Clutch disc/ xii. Wheel and Master
Pressure Plate/Clutch Cylinder kit
bearing xiii. Parts damaged due to
ii. Wiper blades abuse, misuse or the
iii. Ball joints habits of the user
iv. Bushes xiv. All glasses (including
v. Belts (all belts, including windshield glass)
timing belt) xv. Seats, seat covers,
vi. Hoses upholstery, carpets/floor
vii. Bulbs/Fuse covering
viii. Brake pads/Liners/Discs xvi. Fuel injection parts in
ix. Suspension wear & tear case of failure due to fuel
parts contamination
x. Decals
xi. Fuel, air and oil filter
elements

b. Proprietary items: Battery & Tyres

c. Corrosion, Denting & Painting:

a. Bright Trims:
i. Dents, nicks, scratches or other damage
ii. Corrosion resulting from hole drilled for fitment of accessories

b. Soft Trims
i. Worn/Soiled/ Torn or cut by foreign object
ii. Normal deterioration due to use & exposure
iii. Cracking or damage to plastic trim caused by improper removal/installation

c. Paint
i. Dents, scratches or other damages
ii. Normal deterioration due to use & exposure
iii. Blemishes/stone chips after delivery
iv. Damage due to chemical or industrial fallout after delivery
v. Body Corrosion
vi. Normal deterioration due to exposure

d. Starter Motor & Alternator assembly replacement (only repair of assembly with child
parts is covered)

e. AC gas claim without any AC part replacement or during the events of normal chocking of
condenser/cooling coil/evaporator

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f. Maintenance Service Operations:

i. Engine tune-up vii. Fuel system cleaning
and/or adjustment
ii. Brake pedal free play or viii. Tyre rotation
linkage Adjustment ix. Lubrication and/or
lubricant change
iii. Body or Chassis bolt x. Engine Oil/Oil filter
tightening operations change
iv. Routine servicing as xi. Checking and focusing of
recommended by M&M lights
Ltd xii. Belt Adjustment
v. Wheel Alignment and xiii. Checking of electrical
wheel balancing connection
vi. Clutch pedal free play or xiv. Road Testing
Linkage Adjustment

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ANNEXURE 2
Limitations of coverage under Shield

M&M dealer shall not be liable to make any payment in respect of the following:

1) Loss of <<vehicle model name>> on account of burglary, theft etc.

2) Any break down of parts specified in the list of parts not covered

3) Any loss or damage to batteries, tyres and tubes by any case whatsoever

4) Any loss or damage to windshield & door/window glasses, paint, trim and appearance items
like bright finish material, decorative parts, decals etc.

5) Any loss and damage to upholstery, carpets/floor covering, seats and seat covers

6) Any loss or damage to the items which are not part of the standard/original <<vehicle model
name>> vehicle

7) Any loss resulting out of odometer disconnection, tempering or alteration

8) Improper handling, dismantling, fitting, adjustment, repairs, modifications not approved by

manufacturer & use of the <<vehicle model name>> contrary to owner’s manual

9) Damage in respect of the <<vehicle model name>> which has not been serviced or
maintained in accordance with M&M recommendations as per the owner’s manual

10) Damage resulting out of Owner not taking reasonable steps to safe guard the <<vehicle
model name>> from loss or damage and to maintain it in efficient condition.

11) Any damage to body of the <<vehicle model name>> on account of cracks.

12) Any break down/damage caused by any type of accident or any act of omission, which is will-
full, unlawful or negligent or fraudulent.

13) Any repairs/replacement arising from accident, collision damage, burglary, theft or any other
accidental external means, riots, terrorism, malicious damage etc.

14) Legal liability for death or bodily injury or property damage other than components covered
undermaster Schedule of parts covered consequential loss of any kind.

15) If the <<vehicle model name>> is used for commercial purpose, or for any sort of
competition, sport or rally, reliability trial or for hire or reward

16) Damages arising from:-

a) Defect which is likely to have existed prior to the commencement of the <<vehicle model
name>> Shield
b) Foreign matter entering the fuel or cooling system
c) Grade of oil, lubricants, hydraulic fluids, or any additives not recommended by M&M

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d) Any break down caused by corrosion, frost or lack of anti-freeze, coolants, lubricants,
hydraulic fluids causing over heating
e) Any break down resulting from chemicals, contamination, environmental damage,
explosion, fire, freezing, fuels, lightening, road hazards, vandalism, windstorm, tsunami or
any other natural calamities, etc.
f) Any break down occasion through act of God, consequence of war, invasion, act of foreign
enemy, hostilities or war like operations (declared or not), civil war, commotion, mutiny,
rebellion, revolution, insurrection, conspiracy, military or usurped power
g) Damage directly or indirectly caused by or contributed to by or arising from ionizing
radiation or contamination by radioactivity from any nuclear fuel or from any nuclear waste
from the combustion of nuclear fuel or from any nuclear weapons material. For the purpose of
this exclusion combustion shall include any self-sustaining process or nuclear fission
h) Damage directly or indirectly caused by air craft pressure waves
i) Any corrosion or damage due to corrosion
j) Fire and any liability directly or indirectly caused by fire
k) Theft/Burglary/pilferage and any direct and indirect damage on account of the same

17) All warranty expenses are covered only after vehicle reaches workshop

18) Injector not covered if problem due to improper fuel

19) Towing charges not covered

20) Shock absorbers are covered only till 50,000 Kms for Scorpio, Xylo, Bolero, Verito, Verito
Vibe, Quanto and Alfa & for XUV5OO, it will be 1,00,000 Kms.

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ANNEXURE 3
Samples of incorrect practices to be avoided in Shield Claims

Bulbs are not covered

under Shield

Ball joints is not covered

under Shield

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Brake parts is not

covered under Shield

Denting and Painting is

not covered under Shield

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ANNEXURE 4
Parts scrapping sign off sheet

SCRAP AUDIT SHEET

Dealer Code: City:
Dealer Name: Location:
CCM Name: Audit Date:
Scrap Parts Audit
Claim Number From: Claim Number To:
Total Claims
Process Audit
Dedicated Warranty Officer Yes/No Remarks (if any)
Shield claim records maintained (hardcopy/softcopy) Yes/No
Plastic coated tags Yes/No
Nylon thread for tags Yes/No
Are parts identifiable? Yes/No
Are parts stored in proper bins? Yes/No
Dedicated warranty store room/space Yes/No
Major Observations/ Action Suggested

Signature Signature
AO Customer Care Dealership Service Manager
Date: Date:

*The complete scrapping policy and procedure to be followed for Shield claims is given in Circular No
2014-PPC-00460 and 2014-PPC-00481 respectively. Part scrapping sign off sheet should be
maintained mandatorily for all Shield claims, duly signed by the respective CCM and Dealer Service
Manager.

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ANNEXURE 4
Format for photograph record of scrapped material

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© 2013 Mahindra & Mahindra Ltd.
For limited circulation within the M&M authorized service network only.