6/29/2015 Wacker Neuson Instruction Guide: Revision 6
Table of Contents Contents Table of Contents... 0 Wacker Neuson Vision & Values... 2 Customer Services Information... 3 Locating the Dealer Service Handbook... 5 Locating the PLOG... 7 Mobile Application Download... 9 Product Registration... 10 Remaining Warranty Details... 12 Wacker Neuson ewarranty... 13 Checking a Claim Status... 20 Extended Warranty Quote Process... 23 Ordering Spare Parts Online... 27 RETURNS & EXCHANGES... 33 Order entry / Order quote... 34 Manual Search... 37 Search Manuals by Serial Number... 39 Registering for Training... 41 Online Training at Classman... 43 Edit Training Modules on Classman... 45 Checking Order Information... 46 WANDA & KADIAS INSTALLTION INSTRUCTIONS... 48 1
Wacker Neuson Vision & Values The customer is at the heart of our value wheel. Innovation and quality are an integral part of our corporate identity. Our customers experience these values directly through our products and services. Looking within company walls, performance and character are defining attributes for both our employees and our organization as a whole. These values help make up the DNA of our employees and management teams. They steer our success and shape the way we do business both within and beyond the company. Our corporate values also inspire our goals, direction and strategy. They are at the heart of everything we do and every decision we make. The following guide will give customers a better understanding of how to navigate the Wacker Neuson website as well as perform several key aspects that pertain to working with Wacker Neuson. 2
Customer Services Information 3
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Locating the Dealer Service Handbook 1). Log onto the Wacker Neuson website at the following address: http://www.wackerneuson.com/ (Website username and password is required to login. If you do not have a username please contact the Wacker Neuson Customer Service Department at 1-800-770-0957 *Press 6*) 2). Click on Help on the upper right-hand side of the page as shown below. 3). In the middle of the page located under Wacker Neuson Dealer Support click on Dealer Service Handbook as shown below. 5
4). The following page will appear as shown below. Click on Dealer Service Handbook PDF. 5). Upon opening the Dealer Service Handbook it will automatically open in a new tab on your web browser. In order to save the Dealer Service Handbook in PDF format mouse over to the lower right-hand corner of the screen. You will then have the option to either zoom in or out, print, or save. Click on the disk to save the Dealer Service Handbook to your desktop as shown below. 6
Locating the PLOG 1). Log onto the Wacker Neuson website at the following address: http://www.wackerneuson.com/ (Website username and password is required to login. If you do not have a username please contact the Wacker Neuson Customer Service Department at 1-800-770-0957 *Press 6*) 2). Click on Price List and Ordering Guide as shown below. 3). Select the appropriate PLOG below depending on the product line (LE or CE). 4). Enter your username and password as shown below to receive access to the PLOG. 7
5). After entering your username and password full access is given to the PLOG. 8
Mobile Application Download 9
Product Registration 1). Log onto the Wacker Neuson website at the following address: http://www.wackerneuson.com/ (Website username and password is required to login. If you do not have a username please contact the Wacker Neuson Customer Service Department at 1-800-770-0957 *Press 6*) 2). Move cursor over Warranty at the top of the page. 3). Move cursor down to the Warranty Registration for Compact Equipment and click. 4). The following screen will appear after clicking Warranty Registration for Compact Equipment. 10
5). The user s information (email address & phone number) will automatically show up in the product registration window above. 6). Enter the serial number of the machine in which to register and click continue. 7). The following page will have a series of questions that must be answered in order to register the machine. Please fill out the appropriate information to complete the registration of your machine. 8). Below is an Inspection Checklist that will arrive with the machine which is located inside of a gray envelope. The inspection checklist should be filled out upon receiving the machine. When registering the machine utilize this checklist to transfer onto the website. If the machine is not immediately registered please file for future use. 11
Remaining Warranty Details 1). Log onto the Wacker Neuson website at the following address: http://www.wackerneuson.com/ (Website username and password is required to login. If you do not have a username please contact the Wacker Neuson Customer Service Department at 1-800-770-0957 *Press 6*) 2). Click on ewarranty as shown below upon logging in. 3). Scroll down to Product Registration Details as shown below. 4). Enter the machine serial number to check the date of registration. 12
Wacker Neuson ewarranty Welcome to Wacker Neuson s on-line warranty system. What will this system do for you? Besides being able to submit claims on-line you will be able to track their progress through the warranty process, receive requests, and confirmations all on-line. To use the on-line warranty module you must first be signed into the Wacker Neuson Website. If you do not have a login ID and password for the site, one can easily be set up for you. Contact the Wacker Neuson Customer Services Department (800-770-0957 Press 6) or your Wacker Neuson Representative to sign you up today. For some businesses, certain restrictions are made so your company s policy will determine who will have warranty entry permissions, not Wacker Neuson. 1). Log onto the Wacker Neuson website at the following address: http://www.wackerneuson.com/. 2). To access the warranty module click on the ewarranty link from the left tool bar as pictured below. 13
3). Once you have clicked on ewarranty, the following screen will appear (as pictured below). Select the type of warranty you are submitting, Machine or Spare Part or Accessory. Note: If it has a serial number, it is a machine warranty, if there is no serial number, it is a spare part. 4). The following screen will appear if having selected Machine from the dropdown arrow. At this point please enter the Machine Serial Number and click Continue. If the unit is not sold and not used in your rental/demo fleet, please check the box as pictured below. Note: Your customer information will be displayed top right of the screen. 14
Note: The machine information is now displayed as pictured below, be sure to verify that it is the machine you are filing a warranty on. If it is not, please cancel the claim and start over. If the machine you are entering a claim on has any previous warranties against it, links to them will be displayed but only if your company has entered the claim. The claim number, the date of submission, its current status, and who submitted the claim is shown. To view the detail of any previous claim you can select it and it will be displayed. Otherwise, continue and create a new claim. This information will not be displayed and cannot be viewed by other companies. 5). The following areas of information must be filled out as pictured below: Zip Code, Customer Reference, Machine Hours, Date of first use, Date of Failure, and description of defect. Click Continue after all information has been properly filled out. 15
Note: Engine warranty claims can only be filed for Wacker Neuson brand engines. Please contact the original manufacturers for other brand engines. It is critical that a thorough description of the defect is described in detail. Please be clear and concise in describing all the work and troubleshooting that has gone into the machine to help expedite the claim. If you enter a machine which falls outside of the allowable warranty period, you will be notified that it is outside of warranty, but you will still be allowed to continue. 6). Fill out the following areas of information: Wacker Neuson Items, Warranty Labor, and Miscellaneous Items sections as pictured below. Note: You must enter in the complete seven digit Wacker part number including any leading zeroes and then the quantity used for the repair. The form will calculate the current pricing depending upon the discount you are eligible for. If you have an invoice number associated with the parts you can enter it, however, it is not required. Select Add to put this line onto the claim, which will then add a new parts line for you. You must select add for each line you enter before you can continue with the claim. If you made a mistake or an error message is displayed you must click Clear to delete the part. If you enter in an incorrect quantity, enter in the new quantity and click Update. This will appear in place of the Add button. 16
7). Before verifying your contact information and clicking Continue at the bottom of the page check to verify the warranty total is satisfactory as pictured below. Note: At the bottom of the claim is the contact information. It should default to the person who signed in. If you are entering claims under someone else s sign-in, then you can select your name from the drop down or enter in your information if it is not there so you will receive the email confirmation. 17
8). The following page will appear giving you one last chance to review all entered data. Upon finalizing all entered data click Submit located at the bottom of the page. When you see your claim confirmation number there is now an Upload Claim Supporting Documentation line. Just click on the link and you will be allowed to add supporting information up to 7 MB in size per item. 18
Note: Your claim number is now generated. After you submit the claim you will be taken to the confirmation page. Here will be a summary of the machine and contact information and your claim number. You will also be sent an e-mail with this information. From here you can submit another claim or track you claim, but as it has just been submitted most likely nothing will have happened yet. You can print this confirmation if you want using the Printer Friendly Page option. 19
Checking a Claim Status 1). Log onto the Wacker Neuson website at the following address: http://www.wackerneuson.com/ 2). Click ewarranty on the left side of the page 3). Click Search Warranty Claims towards the bottom of the page as show below. 20
4). On the dropdown arrows of Owner and Claim Status select All for both of them. 5). Enter known information into one of the following categories: ewarranty Claim Number, Customer Number, Customer Reference, or Machine Serial Number. EW number is preferred, however. Example: Customer 6). Click Find after entering all the appropriate information. Note: Entering information into the calendar or dates will help narrow the results down. 21
7). The following screen will appear showing all claims and information for that particular customer. 8). Click on the Claim No. to receive more information (claim details) on that particular claim. Another window will pop-up offering a litany of information in regards to the claim. Claim No. 22
Extended Warranty Quote Process 1). To access the ESPP quoter, log onto the Wacker Neuson website at the following address: http://products.wackerneuson.com *Users must first be registered with the Wacker Neuson website in order to receive a quote on a warranty* 2). Click ewarranty on the left side of the page as pictured below. 3). Click Proceed to Wacker Neuson Extended Warranty in the middle of the page as pictured below. 23
4). Click Get Quote on the upper right-hand side of the page. 5). Is this a test policy: Click Yes or No. 6). Select plan and quote type: New or Used from the dropdown arrow. 7). Select one of the three options: Retail, Government, or Dealer Fleet. 8). Select the equipment type from the drop down menu: e.g. construction. 9). Select model from drop down menu: e.g. 550. 10). Select model year from drop down menu: e.g. 2014. 11). Enter the current hours of machine: e.g. 954. 12). Select term / hours: e.g. 60/5000. 13). Enter equipment retail value: e.g. 65,000. 24
14). Enter customer name (optional). 15). Select dealer mark-up from drop down: e.g. 50%. 16). Click continue. 17). Select ESPP travel time & mileage coverage from drop down: e.g. $1,000. 18). Click continue. 19). Select total claim limit if desired / continue if not desired. 20). Quote at this point can be edited, saved, exported to excel, and or printed as pictured below. 25
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Ordering Spare Parts Online 1). Log onto the Wacker Neuson website at the following address: http://www.wackerneuson.com/ 2). Click on USA / America Registered User Login at the top of the page as show above. 3). Enter your Login ID and Password on the following page. 4). The following screen will appear after entering your Login ID, Password, and clicking Go. Click on the Spare Parts button located on the upper left-hand side of the page as pictured below. 27
5). The following application (Java) will be required to run the spare parts finder. Click Run as pictured below. 6). The following page will appear after hitting Run. 7). There are several means in which to search for spare parts by entering one of the following set of data: Spare Part Number, Description, Machine Serial Number, Item number & Revision, or the Model. For example: Spare Part Number 1000182945 is entered. 28
8). A list of revisions will appear as pictured below, click the Revision that applies to your product. 9). The website will automatically search through the folders and subfolders located on the lefthand side of the page for the Spare Part Number. The part can then be added to the shopping basket by clicking on the shopping cart icon (pictured below). 10). A pop-up window will appear (pictured below) requesting quantity. Upon entering quantity click OK button. 29
11). A pop-up window will appear (pictured below) confirming the part has been added to your basket. 12). Click Page Options (as shown below) located at the upper-right hand corner of the site. Proceed to select shopping basket on the drop down. 13). The following screen will appear giving you several options: Quantity, Delete, Update, Add, Empty Basket. Click Check Out upon reviewing your order. 14). **If a spare part has a note next to it (as shown below) please click it and follow the special instructions** 30
15). Before clicking Continue please review order to confirm you are purchasing only the required spare parts needed. 16). Fill out the required fields as shown below. Wacker Neuson offers the Preferred-WN selected 2-day service at discount rate. Benefits of this program include: receiving 2-day service at ground rate as well as back-orders ship free. **This service level is only offered with online orders** 31
17). Fill out the required fields as shown below. Verify billing and delivery address and click Submit to complete order. 32
RETURNS & EXCHANGES Return Authorization: Contact us for a Return Goods Authorization (RGA) number prior to returning any item. Please indicate the following: A list of the item(s) for return or exchange (required in Excel Spreadsheet format for returns in excess of 10 items). The purpose or reason(s) for the return. If applicable, your Exchange or Re-Fresh orders. A return email will indicate the RGA number along with a list of the items acceptable for return, complete with their current net value. A credit will be processed upon receipt, inspection and found to meet the return criteria outlined below. You will be contacted concerning any discrepancies. Please clearly mark the return shipment with the RGA number. Shipments without an RGA number will not be accepted. Return Criteria: All returned item(s) must be in new, unused, re-saleable condition, in the original packaging, where applicable. Any customer modifications to packaging including but not limited to relabeling or branding will be subject to rejection. Items older than 24 months will not be accepted for return. Items returned but not authorized for return, or items which are not in new and saleable condition will be rejected or disposed of without credit. Restocking Charge: All returns are subject to a 20% net restocking fee except for returns transacted within a 60-day exchange. Restocking fees are also waived for parts returns under our Re-Fresh Stock Exchange program if a Re-Fresh stock parts order of equal or greater value is received. Any customer modifications to packaging including but not limited to relabeling or branding will be subject to rejection. 60-Day Exchange: If a part is ordered in error and you notify us within 60 days, an exchange will be allowed for the correct item with no handling or restocking fees. You are responsible for the return freight and price variations between items. Refresh Return: In addition to the 60-day exchange, we offer our Refresh return program. This program provides for a flexible exchange or return of items in your current spare parts inventory. No restocking or handling fees apply if a replacement order of equal or greater value is placed at time of return. All returned items will be valued at the MSLP in effect at date of return. Returns subject to all current standard and maximum discounts. Freight charges on all returned shipments must be pre-paid. Ineligible Items: The following items are not eligible for return: Non-current or obsolete items. Items with a MSLP (Manufacturer s Suggested List Price) of $20.00 or less. Limited shelf life items, such as but not limited to: Rubber goods, electrical items, electronic components, hydraulic or hydronic hoses, select wear items, etc Items older than 24 months. Notice: All return requests in excess of $10,000 MSLP are subject to Advance Wacker Neuson Corporate Management Approval. Effective 1/1/2015 33
Order entry / Order quote 1). To access the Order Entry / Order Quote feature log onto the Wacker Neuson website at the following address: http://products.wackerneuson.com. The following page will appear as shown below. *Users must first be registered with the Wacker Neuson website in order to receive a quote on spare parts* 2). Click on Order Entry/Order Quote (New Feature) on the left-hand side of the page as shown above. 3). The following page will appear as shown below giving users the ability to enter up to 10 items along with the quantity. Click Submit as shown below for the pricing and availability. 34
4). The following page will appear after entering all user inputs. The list price, net price, and extended price all appear in one window. Availability is also shown on the right-hand side of the page as shown below. 5). To place the items in the basket click on Add All To Parts Basket as shown above. To add individual items simply click on the shopping basket icon. 6). To review a printable dealer quote or printable customer quote click one of the two options at the top of the page as shown above. 35
7). The printable quote will appear in another tab as shown below. 36
Manual Search 1). To search for manuals first logon to the Wacker Neuson website at the following address: http://www.wackerneuson.com/ 2). Click on USA / America Registered User Login at the top of the page as show above. 3). Enter your Login ID and Password on the following page. 4). The following screen will appear after entering your Login ID, Password, and clicking Go. Click on the Machines button located on the upper left-hand side of the page as pictured below. 37
5). The following screen will appear offering several different categories of equipment to choose from. Select the category or machine type that applies to your inquiry. For example: if you mouse over Track Excavator several models will appear by weight category. Select 6t then Cab and short dipperstick 6). The following screen will appear as pictured below. Click on the Manuals tab to go into the next page. 7). The following screen will appear giving you the option to click on anyone of the following: Operator s Manual, Parts Manual, and Service Manual. 38
Search Manuals by Serial Number 1). To search for operators, parts, or service manuals by serial number click on the Spare Parts button located on the left-hand side of the home screen after logging in. 2). Enter the machines serial number in the pop-up window as shown below. For example: enter WNCE0701APAL00391 into the Serial Number field as shown below and click find. *Pop-up windows must be allowed from Wacker Neuson for this feature* 39
3). Please click on Documentation as shown below for the Operator s Manual, Parts Manual, and Service Manual. 4). The Operator s Manual, Parts Manual, and Service Manual will populate as shown below. Please click on whichever manual you choose at this point. 5). To save the manual as PDF document after it opened in a new tab to your computer, simply mouse over to the lower right-hand corner of the screen and click the disk icon like the example shown below. 40
Registering for Training 1). To register for training open up the Wacker Neuson Technical Academy website at the following address: http://www.wackerneusontech.com/ 2). The following webpage will appear. Click on Dealer Training as pictured below. 3). Several options will appear offering the ability to enroll in the following areas: Dealer Training, Contractor Training, Online Training, and Service Training. To view which classes are available at the Wacker Neuson Training Academy click on View Schedule by Month as shown below. 41
4). The calendar will open up in a new tab allowing you to see all available classes as pictured below. Use the Next and Previous buttons located at the top of the page to navigate from month-to-month. 5). Users may now choose which class they wish to enroll in. For example, clicking on SVC Wheeled Excavators will open a new window allowing you to view the description of the class, prerequisites, next offered classes, and a contact for questions. To precede, click Register now for SVC Wheeled Excavators as pictured below. 6). Please fill out the following information: First Name, Last Name, Company Name, Phone, Email, and Yes or No for hotel room. Then click Register at the bottom of the webpage. 42
Online Training at Classman 1). To participate in online training open up the Wacker Neuson Technical Academy website at the following address: http://www.wackerneusontech.com/ 2). The following webpage will appear. Click on Online Training as pictured below. 3). Click on Login if setup with a username and password. If not, click on Request Access in order to Login. 43
4). After entering Login Name and Password click Login to proceed to the training. 5). Select My Training as shown below to enter into the five different categories of training. 6). There are currently five different categories to receive training on which include: Climate Control Products, Compaction Products, Concrete Products, Demolition & Pump Products, and Power and Light Products. 7). Once you have completed your training, check your email account for confirmation emails and other messages pertinent to your course from Wacker Neuson Training Administrator (richard.boward@wackerneuson.com). If you cannot locate any email messages from our training administrator, please check your SPAM, BULK, or JUNK mail folders. 44
Edit Training Modules on Classman 1). After going to http://www.wackerneusontech.com/ and entering Login Name and Password click Login to proceed to the training. 2). Upon logging in click on the Edit My Training button on the upper left-hand side of the page as shown below. 3). Scroll through the list and select the module you wish to add and then click on Add and then click Save Changes as shown below. The module(s) can now be found under My Training. 45
Checking Order Information 1). To check on the status of an order first logon to the Wacker Neuson website at the following address: http://www.wackerneuson.com/ 2). Upon logging on to the Wacker Neuson website click on Order Information located on the left-hand side of the page as pictured below. 3). The following screen will appear on the next page. Select which location or Customer from the drop down menu as shown below. The more information entered the narrower the search results will be. For example: selecting a date range will narrow the scope of search. 46
4). After clicking Find orders will appear as pictured below. Search for and click on the order that applies to your inquiry. 5). The following screen will appear offering information details such as: Customer, Date, Placed By, E-mail, Delivery Address, Delivery Terms, Billing Address, Payment Terms, and all critical item details pertaining to the order including the status. 47
WANDA & KADIAS INSTALLTION INSTRUCTIONS Installation Instructions 48
Introduction: WANDA is a tool for machine diagnosis and error identification. With the introduction of new exhaust-emission levels and increasingly higher safety requirements for the machines, an ever growing number of electronic control units are used. The WANDA service tool developed by Wacker Neuson makes it possible to communicate with all electronic control units on Compact Equipment (CE). A clearly structured user interface makes it easy to perform diagnosis. Continuous further development of the machines may make it necessary to update or upgrade the software. The user has to connect the computer to the internet regularly to receive the latest software. The software can be installed on several laptops or tablets without any restrictions. *This may be subject to change at the discretion of the manufacture at any point in time*. System Requirements: Operating system: Windows 7 Professional SP1 (32 or 64 bit) or higher Hardware: 1 GHz processor minimum 2 GB of RAM 500 MB free hard-drive memory 1200 x 768 screen resolution DirectX9-capable video board Internet Capability: Laptops & tablets should be connected to the internet regularly Email program for sending emails 49
Installation Thank you for acquiring the Wacker Neuson Diagnosis and Analysis (WANDA) tool. The following pages describe the initial installation of the Wacker Neuson update tool and the Wacker Neuson main software installation. 1. Please ensure that the laptop or tablet to receive the WANDA program is connected to the internet with email capability. 2. Log onto the Wacker Neuson website at the following address: http://www.wackerneuson.com/ (Website username and password is required to login. If you do not have a username please contact the Wacker Neuson Customer Service Department at 1-800-770-0957 *Press 6*) 3. Upon logging in click on Help on the upper right-hand side of the page as shown below. 4. Click on Software Downloads on the help page as shown below. 5. Click on WANDA Software as shown below. 50
6. The WANDA software download will appear in the lower left-hand corner of the screen as shown below, click on the file (location of file may vary depending on browser). Below is an example of browser Google Chrome. 7. The following window will appear as shown below. Please click on WANDAMainSetup. 8. Please select the language of choice as shown below. 9. The following window will appear verifying that the installation of the software is being downloaded. 51
10. Next, click on Yes, I would like to restart my computer now and click Close. 11. Log back into the Wacker Neuson website and follow steps 3 and 4 as instructed earlier and select the file WANDA Setup Software. 12. Click on Setup WackerNeusonUpdateToolV1 as shown below. 52
13. Select the desired language as shown below and click OK. 14. Click on Install as shown in the window below. 15. The following window will appear verifying that the program is installing. 53
16. The following window will appear once the update tool has been installed. Click on check for updates. If an update is available please click on Yes as shown below. 17. If a large update is available you will be prompted to restart your computer. Please restart your computer at this time. Upon logging back into your computer connect the Can-Fox cable USB into the computer and click on the Wacker Neuson Icon as shown below. 54
18. When the file opens the following window will appear informing you that No valid license found!. **Please click on the Email button in the lower left-hand corner as shown below.** 19. The following window will appear prompting you to fill in the required information to activate the cable via an email. Please fill out all necessary fields. 55
20. The recipient address lizenz-pal@wackerneuson.com is preset. The license can only be activated if the inquiry is filled out completely. Send the email to the address as specified above. Activation is only possible on working days and can take up to 24 hours. 21. If the laptop being used does not automatically populate the email window as shown above please click on the email address as shown in step 15 and fill out the following information. The license code can be found by clicking on the yellow folder icon in the lower right-hand corner of your screen and clicking about with the cable connected. The following window will appear showing the license number to place in the email. Company Last Name: First Name: Street: Town: ZIP Code: Country: Phone: Fax: 56
Email: Web: We are ordering a license file for MDT Runtime with license code: XXXXXXXXXXX 22. Send the email off ensuring that all of the necessary information has been filled out properly. Please allow 24 hours for the cable to be activated. 23. Proceed to download the KADIAS Software and KADIAS Setup Software in the same manner in which the WANDA Software and WANDA Setup Software was installed. 57