SAF WARRANTY POLICY AND PROCEDURE MANUAL - SAF WARRANTY POLICY AND PROCEDURE MANUAL MAY 2021
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SAF WARRANTY POLICY AND
PROCEDURE MANUAL
MAY 2021
SAF
WARRANTY POLICY AND PROCEDURE
MANUAL
REVISED AND UPDATED MAY 2021
Confidential - for Nissan internal use onlyEFFECTIVE DATE: MAY 2021
SUPERSEDES: SEPTEMBER 2018
PREFACE
Nissan S.A. has revised the Warranty Policies and Procedures Manual, to incorporate eNEWS-SA (eNissan
Europe Warranty System – South Africa) that has been designed and constructed around advanced
information technology.
This manual is a supplement to and extension of the Dealer agreement between Nissan S.A. and each Dealer.
The main purpose of this manual is to promote a better understanding by the Dealer of Nissan S.A.’s
Warranty Policies and Procedures, to provide assistance to those who administer warranty claims at the
Dealerships, and in order to facilitate a proper and efficient warranty claim processing system
Claims represent a significant amount of money, which requires the Dealer’s regular attention. Because
claims transactions are conducted on a day-to-day basis, it is imperative that the Dealer’s claims
administration team must be completely familiar with the manual content to maintain a smooth-running
warranty department.
This manual supersedes all former editions.
Nissan S.A. reserves the right to amend part or all of the requirements and/or supplement these requirements
and the warranty procedure manual at any time. Such amendments and/or supplements shall be deemed to
form part of this manual’s content.
PUBLICATION 2021
NISSAN S.A. (PTY) LTD
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TABLE OF CONTENTS
PREFACE ................................................................................................................................. 2
SECTION 1 - GENERAL PROVISIONS .......................................................................................... 9
1-A DEALER’S OBLIGATION ............................................................................................... 9
1-B INTER-DEALER ACTIVITY .......................................................................................... 10
1-C CLAIMS ADMINISTRATION PERSONNEL TRAINING ...................................................... 10
SECTION 2 - SPECIAL WARRANTY SERVICES ........................................................................... 11
2-A EN-ROUTE VEHICLE REPAIRS..................................................................................... 11
2-B TRANSIENT VEHICLE REPAIRS ................................................................................... 11
2-C FOREIGN VEHICLE REPAIRS (Grey Imports) ................................................................ 11
2-D ROAD-SIDE ASSISTANCE ........................................................................................... 12
SECTION 3 - PRODUCT MODIFICATIONS ................................................................................. 13
3-A SAFETY STANDARDS CERTIFICATION......................................................................... 13
3-B INVALIDATION OF VEHICLE WARRANTY ..................................................................... 13
3-C DECEPTIVE TRADE PRACTICES .................................................................................. 14
SECTION 4 - WARRANTY DEFINITIONS ................................................................................... 15
4-A WARRANTY EXPLANATION......................................................................................... 15
4-B WARRANTY REGISTRATION ....................................................................................... 15
4-C WARRANTY EXTENSION ............................................................................................ 15
4-D WARRANTY TRANSFER .............................................................................................. 16
4-E WARRANTY CANCELLATION ....................................................................................... 16
4-F WARRANTY INFORMATION AND MAINTENANCE BOOKLET ........................................... 16
SECTION 5 - NEW VEHICLE LIMITED WARRANTIES .................................................................. 17
5-A VEHICLE WARRANTY (South Africa and Southern Africa Customs Union) ....................... 17
5-B WARRANTY ON EXPORTED VEHICLES......................................................................... 17
5-C UNITED NATIONS VEHICLES SUPPLIED THROUGH NISSAN MOTOR COMPANY JAPAN
INTO SOUTH AFRICA, BOTSWANA, NAMIBIA, LESOTHO & SWAZILAND .................................. 17
5-D NEW VEHICLES SOLD BY UNAUTHORISED DEALERS .................................................... 18
5-E RUST OR CORROSION: WARRANTY ............................................................................ 18
5-F EXCLUSIONS/GENERAL: MECHANICAL & BODY ........................................................... 19
5-F-1 DAMAGE RESULTING FROM EXTERNAL ACTION ....................................................... 19
5-F-2 DAMAGE RESULTING FROM NEGLIGENCE OR IMPROPER USE ................................... 20
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5-F-3 DAMAGE RECEIVED DURING STORAGE AND TRANSPORTATION ............................... 20
5-F-4 COMPLAINTS AND PROBLEMS RELATED TO SPECIFICATION..................................... 21
5-F-5 NORMAL WEAR, TEAR AND DETERIORATION .......................................................... 21
5-F-6 MISSING OR INCORRECT PARTS ............................................................................. 22
5-F-7 IMPROPER REPAIR ................................................................................................. 22
5-F-8 INCIDENTAL AND CONSEQUENTIAL DAMAGES AND COSTS ...................................... 22
5-F-9 PRE-DELIVERY SERVICE & INSPECTION (PDS/PDI) .................................................. 23
5-F-10 MAINTENANCE SERVICE ......................................................................................... 23
5-F-11 USE OF NON-GENUINE PARTS ................................................................................ 23
5-G ITEMS NOT COVERED BY WARRANTY ......................................................................... 24
5-G-1 DIAGNOSTIC TIME................................................................................................. 24
5-G-2 SHORTAGES .......................................................................................................... 24
5-G-3 OIL FILTER, OILS & ANTI-FREEZE, CLAIMED UNDER WARRANTY .............................. 24
5-G-4 ODOMETER ALTERATION ....................................................................................... 24
5-G-5 LI-ION BATTERY (EV DEALERSHIPS) ....................................................................... 24
5-H LIMITATIONS OF THE BODY WARRANTY .................................................................... 25
5-H-1 Re-Instatement of Warranty ................................................................................... 25
5-I CONDITIONAL ITEMS: ............................................................................................... 26
5-I-1. Service Supplies ..................................................................................................... 26
5-I-2. Batteries ............................................................................................................... 26
5-I-3. Adjustment and Air Conditioner Refrigerant Recharge ............................................... 26
5-I-4. Incorrect or Missing Parts ....................................................................................... 27
5-I-5. Repair not performed by an Authorised Dealer ......................................................... 27
5-I-6. Assembly Replacement ........................................................................................... 27
5-I-7. Audio/Navigation Equipment and Diesel Injection Pumps ........................................... 27
SECTION 6 - PARTS AND ACCESSORIES REPLACEMENT WARRANTY .......................................... 28
6-A DEALER FITMENT...................................................................................................... 28
6-B OVER THE COUNTER SALES ....................................................................................... 28
6-C PART PRICE VARIANCES ............................................................................................ 29
SECTION 7 - GENERAL NISSAN OWNER SERVICES AND WARRANTY .......................................... 29
7-A GOODWILL OR OWNER POLICY WARRANTY ............................................................... 29
SECTION 8 - WARRANTY CLAIM APPROVAL CONDITIONS ......................................................... 30
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INTRODUCTION.................................................................................................................. 30
8-A QUALIFYING CRITERIA AND STANDARDS ................................................................... 30
8-B SELF AUTHORISATION PROCEDURE ........................................................................... 30
8-C DIAGNOSTIC RESPONSIBILITY................................................................................... 31
8-D MECHANICAL BREAKDOWN DEFINITION .................................................................... 31
8-E TOWING COVERAGE POLICY ...................................................................................... 31
8-F NON AVAILABILITY OF PARTS.................................................................................... 31
8-G COMPLETE UNIT REPLACEMENT POLICY ..................................................................... 32
8-H COMPONENT SERVICE POLICIES ................................................................................ 32
SECTION 9 - CLAIM REIMBURSEMENT POLICIES ...................................................................... 34
9-A WARRANTY LABOUR RATE ......................................................................................... 34
9-B PARTS REIMBURSEMENT POLICY ............................................................................... 34
9-C SUBLET REPAIR REIMBURSEMENT ............................................................................. 34
9-D NISSAN FLAT RATE SCHEDULE .................................................................................. 35
9-E MINIMUM CLAIM VALUE ............................................................................................ 36
SECTION 10 - WORKSHOP ADMINISTRATION .......................................................................... 37
INTRODUCTION.................................................................................................................. 37
10-A TYPES OF REPAIR ORDERS ........................................................................................ 37
10-B INITIATING/CLOSING REPAIR ORDERS ...................................................................... 38
10-C AFTERSALES STANDARDS FOR WARRANTY CONTROL ................................................. 39
10-C 1a SALES HANDOVER – Warranty information .............................................................. 39
10-C 1b SALES HANDOVER – Vehicle service obligations ....................................................... 39
10-C 2a SERVICE RECEPTION – Customer signature ............................................................. 39
10-C 2b SERVICE RECEPTION – Booking system................................................................... 39
10-C 2c SERVICE RECEPTION – Related repairs .................................................................... 40
10-C 2d SERVICE RECEPTION – Warranty validity ................................................................. 40
10-C 2e SERVICE RECEPTION – Recall / Service campaigns ................................................... 40
10-C 2f SERVICE RECEPTION – Service history ..................................................................... 40
10-C 2g SERVICE RECEPTION – Customer concern ............................................................... 40
10-C 2h SERVICE RECEPTION – Customer and vehicle details ................................................ 40
10-C 2i SERVICE RECEPTION – Unused space on the repair order .......................................... 41
10-C 2j SERVICE RECEPTION – Repair orders ...................................................................... 41
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10-C 2k SERVICE RECEPTION – Staff training ....................................................................... 41
10-C 3a WORKSHOP CONTROL – Fault diagnosis .................................................................. 41
10-C 3b WORKSHOP CONTROL – Prior authority ................................................................... 41
10-C 3c WORKSHOP CONTROL – Add-on repairs .................................................................. 41
10-C 3d WORKSHOP CONTROL – Control of repair orders...................................................... 42
10-C 4a TECHNICIAN – Model and VIN number .................................................................... 42
10-C 4b TECHNICIAN – Vehicle mileage ............................................................................... 42
10-C 4c TECHNICIAN – Mechanical/Electronic Time recording ................................................ 42
10-C 4d TECHNICIAN – Technician’s report .......................................................................... 42
10-C 4e TECHNICIAN – Diagnostic measurements ................................................................ 43
10-C 5a PARTS DEPARTMENT – Genuine parts ..................................................................... 43
10-C 5b PARTS DEPARTMENT – Replacement parts .............................................................. 43
10-C 5c PARTS DEPARTMENT – Displaced parts.................................................................... 43
10-C 5d PARTS DEPARTMENT – Genuine Parts / Accessory Claims ......................................... 43
10-C 6a ADMINISTRATION – Claiming for warranty work ...................................................... 44
10-C 6b ADMINISTRATION – Straight time ........................................................................... 44
10-C 6c ADMINISTRATION – Claim coding ........................................................................... 44
10-C 6d ADMINISTRATION – Sub-contract claims ................................................................. 44
10-C 6e ADMINISTRATION – Warranty payments ................................................................. 44
10-C 6f ADMINISTRATION – Warranty Invoice ..................................................................... 44
10-C 7a SERVICE MANAGEMENT – Dealer Management System ............................................. 45
10-C 7b SERVICE MANAGEMENT – Claim form...................................................................... 45
10-C 7c SERVICE MANAGEMENT – Claim submission ............................................................. 45
10-C 7d SERVICE MANAGEMENT – Process management ...................................................... 45
10-C 7e SERVICE MANAGEMENT – Performance management ............................................... 45
10-C 7f SERVICE MANAGEMENT – Retention of documentation .............................................. 45
10-C 7g SERVICE MANAGEMENT – Recalls and campaigns.................................................... 45
10-C 7h SERVICE MANAGEMENT – Repairing dealer .............................................................. 46
10-C 8a NSA WARRANTY ADJUDICATOR .............................................................................. 46
SECTION 11 - RECORDS AND PARTS RETENTION ..................................................................... 47
11-A RECORDS RETENTION ............................................................................................... 47
11-B PART/S RETURN PROCEDURE .................................................................................... 47
11-C PART/S RETENTION PERIOD ...................................................................................... 48
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11-D PART/S STORAGE ..................................................................................................... 48
11-E PART/S SCRAPPING................................................................................................... 49
SECTION 12 - SUBMITTING WARRANTY CLAIMS ...................................................................... 50
OVERVIEW ......................................................................................................................... 50
12-A WARRANTY CLASSES................................................................................................. 50
12-B SYMPTOM CODE EXPLANATION (CS) .......................................................................... 51
12-C PRIMARY FAILED PART CODE EXPLANATION (PFP) ..................................................... 52
12-D TROUBLE CODE EXPLANATION (CT) ........................................................................... 52
12-E LOCATION CODE EXPLANATION................................................................................. 52
12-F SUBLET CODE EXPLANATION ..................................................................................... 52
12-G FLAT RATE/OPERATION CODE EXPLANATION ............................................................. 53
12-H CLAIM SUBMISSION USING eNEWS-SA ....................................................................... 53
12-I VEHICLE IDENTIFICATION NUMBER (VIN) .................................................................. 53
12-J MILEAGE .................................................................................................................. 53
12-K SOLD DATE .............................................................................................................. 54
12-L REPAIR DATE............................................................................................................ 54
12-M CLAIM NUMBER ..................................................................................................... 54
12-N PARTS MILEAGE........................................................................................................ 54
12-O PARTS INSTALL DATE ............................................................................................... 54
12-P PARTS QUANTITY ..................................................................................................... 54
12-Q ACCESSING eNEWS SUBMISSION/INPUT SCREENS ...................................................... 54
12-R PROCESSING TIME PARAMETERS ............................................................................. 54
12-S VALIDATIONS ......................................................................................................... 55
12-T SUBMISSION AMOUNT LIMIT ................................................................................... 55
12-U WARRANTY START DATE REVISION ........................................................................... 55
SECTION 13 - MANAGING AND TRACKING CLAIMS ................................................................... 57
13-A MONTHLY STATEMENT/CLAIMS RECONCILIATION ...................................................... 57
SECTION 14 – AUDITS............................................................................................................ 58
INTRODUCTION.................................................................................................................. 58
14-A AUDITING OF CLAIM RECORDS .................................................................................. 58
14-Ai DEALER SELF AUDITING OF CLAIM RECORDS .......................................................... 59
14-B PERFORMANCE EVALUATION .................................................................................. 59
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14-C DEALER NOTIFICATION ............................................................................................. 59
14-D CHARGE BACK POLICY............................................................................................... 59
SECTION 15 - PRODUCT CAMPAIGNS ...................................................................................... 62
INTRODUCTION.................................................................................................................. 62
15-A DEALER NOTIFICATION ............................................................................................. 62
15-B OWNER NOTIFICATION ............................................................................................. 62
15-C PARTS CONTROL AND DISTRIBUTION ........................................................................ 63
15-D REIMBURSEMENT POLICY .......................................................................................... 63
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SECTION 1 - GENERAL PROVISIONS
1-A DEALER’S OBLIGATION
In terms of the Dealer Agreement between Nissan S.A. and each Dealer, the Dealer shall provide and maintain
such standards, facilities, equipment, personnel, methods and/or business structures as are required to provide
an efficient Customer oriented service.
The Dealer shall provide efficient pre-delivery and routine services and repairs, for all Nissan vehicles
irrespective of whether the Dealer has sold the vehicle or not.
The Dealer shall at all times hold such parts and accessories stocks as determined by Nissan S.A. to be sufficient
to provide for the proper support and servicing of the market, for which the Dealership is responsible.
In terms of its undertaking in the warranty clause provided in the Dealer Agreement, no Dealer, whether or not
it is the selling Dealer, May under any circumstances refuse to carry out warranty repair work on any Nissan
vehicle sold by an authorized Nissan Dealer, provided that the appropriate warranty conditions prevail.
The Dealer shall ensure that the performance of warranty repairs is treated as a priority, as the speedy
rectification of a Customer’s problem is an important factor in the maintenance of healthy Customer relations.
The Dealer shall ensure that all warranty work is performed as economically as possible.
As and when necessary Nissan S.A. shall issue technical service bulletins (TB) and general information warranty
bulletins (WB).
Dealer service personnel shall ensure that they are all familiar with the content of all such bulletins and that the
contents are fully implemented and adhered to.
Dealers shall ensure that all bulletin files are kept up to date, properly stored and shall be readily accessible to
all workshop personnel.
All bulletins shall be treated as confidential and shall not be discussed with either Customers or general public.
The Dealer shall conform to and comply with all the policies, procedures and provisions as laid down in the
warranty manual.
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1-B INTER-DEALER ACTIVITY
Dealers shall give priority service to all Nissan vehicle owners. This applies regardless of whether the Customer
has purchased the vehicle from the Dealer concerned or from another Dealer within the country, or directly
from Nissan S.A or abroad.
In their commitment to Customer Satisfaction, Dealers shall at all times co-operate with each other in all matters
pertaining to service warranty.
Nissan South African will act as the Ombudsman if the matter cannot be resolved.
If still an issue the matter will be referred to the Ombudsman.
1-C CLAIMS ADMINISTRATION PERSONNEL TRAINING
To facilitate proper and efficient warranty claim processing, the Dealer shall at all times ensure that all warranty
administration personnel involved in the administration and processing of warranty claims are properly trained
in this regard and are fully conversant with the correct procedures as laid down in the warranty policy and
procedures manual.
Nissan S.A shall assist Dealers with the training and development of all warranty personnel to the optimum level
of competence.
Dealers shall enrol warranty department personnel in accordance with the training schedules available through
Automakers’ Dealer Institute (ADI) via the online.nissan.co.sa web page by accessing Nissan S.A. Applications.
Dealer Service advisors have to be certified on the advisor warranty training course also provided through
Automakers Dealer Institute.
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SECTION 2 - SPECIAL WARRANTY SERVICES
2-A EN-ROUTE VEHICLE REPAIRS
Warranty repairs carried out on vehicles “en-routed” from Nissan S.A. to a Franchised Nissan Dealership are
subject to the normal warranty conditions and shall be claimed for in accordance with the requirements of the
standard warranty conditions.
The Dealer nearest to the point of breakdown shall give priority service to the broken down vehicle irrespective
of the destiny of the vehicle.
The repairing Dealer shall notify Nissan Supply Chain Management of the breakdown and any possible delays.
Should the Dealer “Self Collect” any vehicle a PDS/PDI has to be completed prior to receipt of the vehicle.
2-B TRANSIENT VEHICLE REPAIRS
(A transient vehicle is a vehicle touring in a foreign country)
Nissan Dealers shall give priority service to all transient vehicles, regardless of the Nissan Franchised Dealer
from which the vehicle was purchased. The repairs should be provided under the warranty provisions stipulated
in the warranty information booklet retained by the customer.
Warranty repairs carried out on transient vehicles shall be claimed for and submitted in accordance with the
standard Nissan Warranty claim procedures.
2-C FOREIGN VEHICLE REPAIRS (Grey Imports)
Any vehicle relocated or resold from or into a foreign country is not covered by Nissan S.A’s warranty.
If a customer, who owns such a vehicle, requests for warranty service, the Dealer may provide the customer
with warranty service. Nissan S.A. will not be responsible for any of the costs associated with such service
provided by the Dealer.
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2-D ROAD-SIDE ASSISTANCE
All new NISSAN vehicles come with Roadside Assist aligned to the warranty of your vehicle. This is extensively
explained in the WOMB, please refer for more information.
Roadside assistance will not apply under the following conditions:
“Vehicles” mean personal four-wheel vehicles.
Vehicles outside of the Standard Warranty terms and conditions.
Vehicles that are modified or altered without permission according to the standards of the car
manufacturer, or vehicles that are modified or altered for racing purposes, or any accident or claims arising
from the race or participation in the race thereof.
Vehicles that carry a combined weight, including passengers, greater than the standard determined by the
car manufacturer; or misuse of the vehicle.
Loss or damage directly or indirectly resulting from: Act of God, act of war, invasion, act of public enemies,
civil war, revolution, coup d’état, anti-government riot or strike.
Service outside the determined service area.
Driver does not hold a driving license or has an expired driving license and/or the license was not issued
by the Department of Transport.
Costs in the event that the car malfunctions due to fuel or fluid being empty. However, NISSAN Roadside
Assistance can arrange for technicians to help you, provided that the cost is incurred by you.
Vehicles which are driven on inappropriate terrain, or vehicles which have not been maintained in
accordance with the car manufacturer’s recommendations, or vehicles which have not been maintained for
12 months.
NISSAN Roadside Assistance will not be responsible for the theft of belongings or accessories left inside or
outside the vehicles.
NISSAN Roadside Assistance will not be responsible for the cost of damages in the event that the car
manufacturer recalls the vehicles.
NISSAN Roadside Assistance will not be responsible for the cost of damages in the event that the cars are
maintained by a service centre that does not meet the required standards, or from an error on the part of
the reseller’s technician, service centre or garage.
NISSAN Roadside Assistance will not be responsible for the cost due to fake parts or parts from
unauthorized manufacturers.
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SECTION 3 - PRODUCT MODIFICATIONS
3-A SAFETY STANDARDS CERTIFICATION
Nissan Motor Company Ltd., Nissan Europe SAS and Nissan S.A. have extensive compliance test programs and
other procedures to ensure that their vehicles meet and exceed the required safety standards.
All vehicles are required to meet these safety standards. A Dealer who sells a vehicle, certified by the
manufacturer without alterations, is protected by the manufacturer’s certification, but a Dealer who sells a
vehicle after alteration that does not conform to safety standards will be exposed to legal liability.
Nissan S.A. has in the past issued a number of general information bulletins concerning the types of
modifications or alterations which could lead to potential liabilities. The types of modifications which have been
contemplated include, but are not limited to, the following:
• Engine modifications/ fitting of turbo chargers and intercoolers, microchips.
• Modifications to suspension systems which raise or lower the vehicle
• Modifications to the exhaust system
• The use of wheels and tyres not equivalent in quality and design to parts supplied by Nissan S.A.
• Any other alteration or modification which would affect the manufacturer’s certification requirements.
• Electronic System Modification
3-B INVALIDATION OF VEHICLE WARRANTY
No Nissan Dealer, Contractor or Customer may perform any modification or conversion on any Nissan vehicle
whilst the unit is still covered under the New Vehicle Limited Warranty.
The Nissan S.A. New Vehicle Limited Warranty as published provides in part that the warranty does not cover
damage or failures resulting from:
Any Nissan vehicle which has been subjected to negligence, misuse, accident, alteration or modification.
Installation of non-Nissan S.A. approved parts accessories or components.
Exceptions to the above being where the alteration or modification is covered by a Technical Bulletin or is stated
in the Electronic Service Manual (ESM) where the alteration (from standard) is governed and is within the
relevant specifications as stated e.g:
1, Cylinder block bored and oversize pistons and rings fitted.
2, Cylinder block bored and sleeves fitted.
3, Crankshaft ground and undersize bearings fitted.
4, Cylinder head ground.
Subject to the above express exclusions, any alteration or modification performed during the warranty period
shall invalidate the vehicle warranty.
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3-C DECEPTIVE TRADE PRACTICES
No Dealer shall engage in any deceptive, misleading or unethical practices. Additionally, no Dealer shall
represent as a Genuine Nissan Part or accessory any part or accessory that in fact is not a genuine part or
accessory supplied by Nissan for use on Nissan vehicles. A Dealer may be deemed to have engaged in such
practices in connection with the sale of any modified Nissan vehicle unless the selling Dealer has advised the
purchaser in writing as follows:
That the vehicle as modified is not as manufactured/sold by Nissan S.A. That Nissan S.A.’s New Vehicle Limited
Warranty does not cover the vehicle.
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SECTION 4 - WARRANTY DEFINITIONS
4-A WARRANTY EXPLANATION
Common law requires that the warranties applicable to each vehicle be made available to the Customer prior
to the sale of the vehicle. Moreover, at the time of vehicle delivery, the authorised Nissan Dealer must deliver
to the Customer a copy of all applicable warranties for that vehicle. The warranty term begins on the date the
vehicle is delivered to the first retail buyer or is first put into service as reported to Nissan S.A. and maintained
in the Nissan data system, whichever is earlier.
Nissan S.A. provides express Limited Warranties to authorised Nissan Dealers and to their Customers with
respect to new Nissan vehicles supplied by Nissan. Dealers are authorised to make repairs under the terms of
the express Limited Warranties.
Warranty is a guarantee by Nissan S.A. of the repair or replacement by a Nissan Dealer of a defective or
malfunctioning part under the provisions of any applicable warranty provided by Nissan S.A. for products
manufactured or marketed by Nissan S.A.
The Nissan New Vehicle Warranty shall be the only expressed warranty applicable to new Nissan vehicles.
Nissan S.A. neither assumes nor authorizes anyone to assume on behalf of the Company any other obligation
and/or liability in connection with such new vehicle.
The warranty replacement/repair is subject to the timeous submission of a warranty claim to Nissan S.A.
New Vehicles sold by unauthorized Dealers are not covered by any Nissan Warranty, the Dealer that sold the
vehicle to the unauthorized outlet must be liable for any warranty cost on the vehicle. A 3rd party warranty
cover will need to be taken out.
4-B WARRANTY REGISTRATION
Upon the actual release and handover of a new Nissan vehicle to a Customer, the Dealer shall ensure that the details of the
sale are recorded through Nissan SA as per the requirements in the Dealer Agreement.
Should a Dealer fail to advise Nissan S.A. of a sale, Nissan S.A. reserves the right to suspend all Warranty Claims relative to
the vehicle until such time as the sale has been recorded.
4-C WARRANTY EXTENSION
The warranty date of sale cannot be changed once recorded as the original date of sale. If alternations are
done claims outside the original warranty period will be treated as Goodwill
No Dealer may on behalf of Nissan S.A., extend the warranty on any Nissan vehicle, or any part thereof, without
the prior written authority of the Manager Customer Care. Warranty Start Date adjustments will however be
allowed in terms of the relevant Warranty and/or After Sales Bulletins.
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4-D WARRANTY TRANSFER
The Nissan S.A. New Vehicle Limited Warranty is transferable provided that the vehicle is maintained and
serviced by an authorised Nissan Dealer. The warranty shall transfer to the second and all subsequent owners
during the warranty period, provided that the vehicle has been serviced at the predetermined intervals by an
authorised Nissan Dealership and that this information is readily available and updated at all times.
In cases of transfer of warranty, the Nissan Dealer shall ensure that the transfer of ownership details are
recorded on eNEWS via the function available in the Customer/Vehicle section. Please refer to the WIMB and
inform the Customer of this procedure accordingly.
4-E WARRANTY CANCELLATION
Various conditions will lead to the cancellation of a New Vehicle Limited Warranty. Owner responsibilities are
detailed throughout the warranty conditions as published in the vehicle owner’s manual.
If these responsibilities are not met, repairs to the vehicle will not qualify for warranty reimbursement.
The Dealer or Nissan S.A.’s representative shall at all times file a cancellation request with Nissan S.A. Warranty
Department quoting the reason/s for the cancellation request. If the request is approved by the Manager,
Warranty Department the cancellation shall be deemed as irrevocable.
Only Nissan S.A. has the right to cancel a New Vehicle Limited Warranty.
4-F WARRANTY INFORMATION AND MAINTENANCE BOOKLET
Nissan S.A publishes its Manufacturer’s Warranty conditions in the Warranty Information and Maintenance
Booklet which must be supplied with the vehicle upon delivery to the first customer.
Upon delivery the dealer must explain to the customer the content and use of the WIMB and ensure that the
customer understands the associated right and obligations.
The Warranty Information and Maintenance Booklet is designed to inform owners of warranty coverage and
servicing requirements and to identify the owner and vehicle for warranty service.
Upon the sale of each Nissan vehicle to a customer, the manufacturer’s written warranty applies as set forth in
the WPPM. When properly completed and delivered to the customer, the Warranty Certificate will evidence the
date and mileage upon which the warranty period commences. The Warranty Start Date entered in the Warranty
Information and Maintenance Booklet should be the date of vehicle handover to the customer or the date when
the vehicle was first put into use whichever comes first.
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SECTION 5 - NEW VEHICLE LIMITED WARRANTIES
5-A VEHICLE WARRANTY (South Africa and Southern Africa Customs Union)
Nissan S.A. warrants to the first retail purchaser of each new Nissan vehicle that the vehicle manufactured,
assembled or distributed by it and delivered by an authorized Nissan Dealer will be free from defects in material
and workmanship under normal use and service for a period of:
Three (3) years or 100 000kms, whichever comes first, for all vehicles.
This warranty is subject to change and also to the exclusions referred to in this manual.
EXTENDED WARRANTY
The extended Warranty is managed by a 3rd party. The period is from 37 months to 72 months or 100,001km
to 150,000km, whichever comes first.
5-B WARRANTY ON EXPORTED VEHICLES
Vehicles exported to countries outside South Africa and the Southern African Customs Union by Nissan S.A. are
warranted in accordance with the warranty conditions applicable to the specific country. Vehicles sold in South
Africa are sold subject to the warranty conditions applicable to South Africa. These warranty conditions are not
transferable should such a vehicle be exported by anyone other than Nissan S.A.
5-C UNITED NATIONS VEHICLES SUPPLIED THROUGH NISSAN MOTOR COMPANY
JAPAN INTO SOUTH AFRICA, BOTSWANA, NAMIBIA, LESOTHO & SWAZILAND
In accordance with Nissan S.A.’s agreement with Nissan Motor Company Limited of Japan, Nissan S.A. is
committed to comply with certain conditions of business which do not form part of our normal Warranty Policy
and Procedure. Therefore, Nissan S.A. appeals to its Dealers to co-operate with all the stakeholders to apply
optimum customer service in order that these vehicles may, in the shortest possible time, be mobile again to
pursue their intended purpose.
These vehicles are donated to various aid organizations, i.e. UN Food & Agricultural organizations, health care
centres, rural development services etc. It must be taken into consideration that these vehicles operate under
severe conditions, i.e. arid and rugged terrains, swamps etc.
Insofar as the warranty terms and conditions are concerned, Nissan S.A.’s policy and procedures for the country
in which the vehicle in question is, shall apply.
You will be informed of vehicles by letter. These claims should be submitted to Nissan S.A. and you will be
compensated at in-transit rates. In the event of any warranty work to be undertaken, this should be carried
out in accordance with Nissan S.A.’s Warranty Policy & Procedure. These vehicles will either be collected by
the consignee from the harbours, and if not viable, you will be requested to do this and valid claims will be
entertained. You are kindly requested to adhere to and attend to these vehicles to the very best of your ability.
In the past, these vehicles were attended to by the nearest Nissan franchised dealer, but due to certain time,
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parts limitations and/or manpower constraints, we have left the onus upon the purchasers to have the vehicles
attended to by franchised Nissan dealers of their choice.
The following should be taken into cognizance:
The dealer concerned must ensure that the vehicles do belong to organizations mentioned. If not clear
please contact the Warranty Department for authority to proceed with repairs.
Dealers must be aware of so-called “Grey Import Units” or an authorized vehicle imported directly without
the knowledge of Nissan S.A.
Vehicles brought in for repairs under the pretext that they do belong to such organizations must be reported
to Nissan S.A. Warranty Department immediately. It is of the utmost importance that clarification of the
consignee’s authenticity be determined. A copy of a letter from Nissan Motor Company Limited of Japan
should be in the purchaser’s possession.
In view of Nissan S.A.’s high commitment customer care service, kindly adhere to the procedures outlined and
contact us with any misunderstandings or irregularities which may arise.
5-D NEW VEHICLES SOLD BY UNAUTHORISED DEALERS
Should it be established that a vehicle has been sold by an unauthorised dealer, Nissan S.A. will hold the
authorised dealer to whom the vehicle was originally invoiced responsible for all warranty costs claimed on such
vehicles.
In these instances, labour costs will be calculated at the prevailing chargeback rate.
5-E RUST OR CORROSION: WARRANTY
The body panels are covered under a corrosion warranty for a period of 3 (three) years unlimited kilometers.
This warranty does not apply to the chassis and undercarriage and is subject to the requirements described in
these conditions. Nissan S.A warrants to the owner of a new vehicle, the body against rust perforation for a
period of 3 (three) years, from the date of sale of the vehicle to the original owner, irrespective of the distance
travelled during this period.
RUST OR CORROSION: EXTENDED WARRANTY
The extended Warranty is managed by a 3rd party for a period of 37 months to 72 months or 100,001km to
150,000km, whichever comes first.
The bodies of new vehicles sold to countries outside South Africa by Nissan S.A and its Dealer Network, are
warranted against rust perforation providing maintenance and body inspections have been carried out at the
stipulated intervals according to each country. Any corrosion claims in these countries are covered by the Nissan
S.A.’s normal warranty.
The period of this warranty shall not be extended by reason of replacement or repair of the body part/s of the
vehicle in terms of the new vehicle body warranty.
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GENERAL CONDITIONS
In terms of this warranty, Nissan S.A. undertakes to provide free repair and/or replacement of defective
materials or workmanship where the liability of Nissan S.A. has been approved by an authorised Nissan Dealer.
Any work done or
material to be supplied by Nissan S.A. in terms of these warranties will be provided at the discretion of Nissan
at the premises appointed by Nissan S.A. It shall be within the discretion of Nissan whether to repair or replace
any defective components or materials.
5-F EXCLUSIONS/GENERAL: MECHANICAL & BODY
Nissan S.A.’s Warranty applies to the vehicle itself, including all component parts of the vehicle except for those
items not specifically referred to below. New Vehicle Warranty covers all Genuine Nissan parts and accessories
sold and installed at the moment of sale of the vehicle.
Nissan S.A.’s warranty shall not apply when a claim arises as a result of a defect or damage due to:
• Misuse or neglect
• Use for purposes other than that for which it was designed
• Use under conditions other than those for which it was designed.
• Intentional or negligent conduct
• Theft or arson
• An accident
• War or Civil Unrest
• Natural Calamities
• Alterations, modifications and/or conversions
• Nissan S.A’s warranty shall not apply when:
A vehicle’s odometer has been altered or replaced so that the reading does not correspond with the actual
mileage of the vehicle, unless officially registered on the Warranty certificate in the Warranty Information &
Maintenance Booklet; and
The Vehicle’s Identification Number (VIN) or Engine Number has been altered or removed, or any circumstances
exist that make it difficult or impossible to establish the true history, origin and warranty coverage of the vehicle
or part in question.
5-F-1 DAMAGE RESULTING FROM EXTERNAL ACTION
Damages that result from the following do not constitute a manufacturing or materials defect and are not
covered by the Manufacturer's Warranty:
• Contact with other objects
• Industrial fall-out
• Blemishes caused by acid or alkali contamination
• Chips or marks from gravel or contact with other items
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• Stone chipping, scratching, abrasions, chemical fall-out, tree sap, bird droppings, salt, metal particles,
hail, windstorm, lightning or other environmental conditions
• Scratching caused by mechanical or careless washing
• Additionally, minor scratches, blemishes and other surface defects, which can be corrected by polishing
or light sanding, are not covered by the Manufacturer's Warranty.
5-F-2 DAMAGE RESULTING FROM NEGLIGENCE OR IMPROPER USE
Damages which result from the following do not constitute a manufacturing or materials defect and are therefore
not covered by the Manufacturer's Warranty:
• Failure to follow the relevant guidelines given in the Owner’s Manual and under the caption "What You
Must Do" in the Warranty Information & Maintenance Booklet
• Failure to perform proper maintenance as outlined in the Owner’s Manual or Warranty Information &
Maintenance Booklet
• Failure to perform PDI before delivering the vehicle to the first retail customer
• Failure to extend due care when storing the vehicle
• Failure to have any defect repaired at the earliest opportunity after it became apparent
• A repair not performed by a Nissan dealer
• Use of non-Nissan, sub-standard, improper or dirty fuels, fluids or lubricants
• The use or installation of non-Genuine parts or accessories including non-Genuine telephone kits, alarms,
immobilisers or tracking devices
• Malfunction of any component parts supplied by Nissan that were locally modified to facilitate installation
or mounting
• Failure as the result of improper local installation or mounting
• Use of the vehicle for purposes other than that for which it was designed, e.g. racing, rallying, time trials
etc., exceeding the maximum Gross Vehicle Weight, pulling a trailer without suitable equipment or a
trailer which exceeds the rated capacity, or exceeding the maximum loading of a roof rack
• Long storage or long non-use.
• R35 (GT-R) – A repair not performed by a Nissan High Performance Centre (NHPC).
• R35 (GT-R) – Vehicle Status Data Recorder (VSDR)
The VSDR records vehicle operating and performance information (such as but not limited to; gear position,
engine and component replacement and/or re-programming history. The data in the VSDR is encrypted and
can only be accessed using the relevant technology. In the event of a warranty claim and there is evidence of
tampering with or disabling of the VSDR, the defect will not be covered by the Manufacturer’s Warranty.
5-F-3 DAMAGE RECEIVED DURING STORAGE AND TRANSPORTATION
Damage received during transportation or storage of the vehicle, from the time it leaves the factory until the
end of Manufacturer's Warranty, does not constitute a manufacturing or materials defect and is therefore not
covered by Manufacturer's Warranty.
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5-F-4 COMPLAINTS AND PROBLEMS RELATED TO SPECIFICATION
Where a vehicle or component deviates from a specification that is not its own it does not constitute a
manufacturing or a material defect and is therefore not covered by Manufacturer's Warranty.
Nissan reserves the right at any time and from time to time to make changes in design or specifications of any
Nissan vehicle or any part without notice and without incurring any obligation to make or install similar changes
on previously manufactured products.
5-F-5 NORMAL WEAR, TEAR AND DETERIORATION
Normal wear, tear and deterioration (such as discoloration, fading, deformation, blurring etc.) of the product
due to use, non-use (Also refer to the New Vehicle Handling Manual) or exposure are foreseeable, expected,
shall be regarded as "wear & tear" and do not constitute a manufacturing or materials defect. They are therefore
not covered by Manufacturer's Warranty. The following schedule details examples of expected “wear & tear”:
Examples of “wear & tear”
Item Not Warrantable Warrantable
Wear from use
Running on dry or ice covered
Windshield wiper blades glass, engaging when stuck/frozen
Apparent poor performance Manufacturing or material defects
and arms
caused by failure to remove
protective substance (e.g. wax)
from the glass
Consequential damage from
Spark plugs Wear from use
warrantable defect
Consequential damage from
Belts Wear from use
warrantable defect
Wear from use
Leaking or blocking as a result of a
Filters Contamination (e.g. diesel wax in
manufacturing or materials defect
fuel filter
Manufacturing or materials defect
Cleaner spray nozzles Defects after PDI
established at PDI
Light bulbs All bulbs
Fuses Excluded from Warranty
Friction material coming loose as a
result of a manufacturing or
Brake pads Wear from use materials defect
Consequential damage from
warrantable defects
Judder from irregular wear (repair
by on-the-car lathing, no disc
Brake discs Wear from use replacement)
Consequential damage from
warrantable defects
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Examples of “wear & tear”
Item Not Warrantable Warrantable
Clutch Wear from use Manufacturing or materials defect
Oil leakage in combination with
Wear from use poor performance (ESM/NVH)
Shock absorbers/struts
Oil seepage Excessive noise resulting from a
manufacturing or materials defect
Perforation resulting from outside-
Manufacturing or materials defects
to-inside corrosion
Exhaust system (e.g. faulty welds, interior parts
Damaged resulting from impact
coming loose)
Cosmetic imperfections
5-F-6 MISSING OR INCORRECT PARTS
Upon receipt by the Dealer, any new vehicle should be checked thoroughly for consistency with the
specifications as ordered and agreed. All corrections at this point must have been completed before the
vehicle is delivered to the first retail customer.
5-F-7 IMPROPER REPAIR
Any additional expense resulting from correction of improper repair, inspection, diagnosis or dealer's
workmanship does not constitute a manufacturing or materials defect and is therefore not covered by
Manufacturer's Warranty. Any resultant repairs should be carried out free of charge by the repairing dealer.
5-F-8 INCIDENTAL AND CONSEQUENTIAL DAMAGES AND COSTS
Manufacturer's Warranty covers only costs of the standard repair, as defined by the Service Manual and the
Flat Rate Schedule, necessary to correct a warrantable defect. Therefore incidental or consequential damages
and costs such as, but not restricted to, the following are not covered by Manufacturer's Warranty:
• Telephone calls
• Taxi fares
• Car hire
• Meals
• Clothing
• Loss of perishable goods
• Loss of earnings or commissions resulting from loss of use
• Loss of time
• Compensation for inconvenience to customers
• Accident damage
Excess cost caused by delays due to parts availability problems, unsuccessful repair and/or repair performed
not in line with the Service Manual, the Flat Rate Schedule and this manual.
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5-F-9 PRE-DELIVERY SERVICE & INSPECTION (PDS/PDI)
The costs of pre-delivery service or inspection are not covered by Manufacturer's Warranty. However, repairs
during pre-delivery service or inspection to correct a warrantable defect can be claimed.
Damage caused before the delivery inspection or by an outside influence or the lack of, or an improper, pre-
delivery service or inspection is not covered by Manufacturer's Warranty.
5-F-10 MAINTENANCE SERVICE
The normal maintenance services as detailed in the Maintenance Schedule contained in the Owner's Manual or
Warranty Information & Maintenance Booklet are not covered by Manufacturer's Warranty, this includes:
• Adjustments
• Adjustments/inspections such as engine tune-up, drive belt adjustment, clutch and brake system
adjustment, etc.
• The addition to and replacement of service supplies such as oil, lubricants, coolant, grease and refrigerant
• Replacement of maintenance items such as bulbs, coolants, filters (air-, fuel-, PCV-, pollen- and oil-),
fluids, lubricants, spark plugs, brake shoes, linings, pads, discs and drums, clutch discs, tyres and other
items listed as periodic replacements in the Maintenance Schedule.
R35 (GT-R) Servicing and Warranty Repairs
The following activities must be completed by an authorised Nissan
High Performance Centre (NHPC):
• Warranty repairs (including body and paint repairs) the Nissan Dealer (Non NHPC) must direct the
GT-R customer for any warranty repairs to a NHPC.
• Scheduled Maintenance services
• Yearly Body and Paint inspections
R35 (GT-R) Special Maintenance
• The Nissan GT-R must have four Special Maintenance inspections completed during the New
Vehicle warranty period. Failure to have the required Nissan GT-R Special Maintenance and those
repairs and adjustments determined to be necessary at the time of receiving Nissan GT-R Special
Maintenance will render the warranty void.
5-F-11 USE OF NON-GENUINE PARTS
The utilization of Non-genuine parts, accessories and equipment is against the franchise agreement. Non-
genuine parts, accessories and equipment, as well as any consequence of their use, are not covered by
Manufacturer's Warranty.
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