2004/07/26 Caterpillar

Machine Engines:

All

The Remanufactured Products Group has introduced the Help Line Reference Tool as a new resource for product identification. This tool is now available on the Reman Dealer Extranet web site at the following address:

Access to the web site requires an ID and a password from Corporate Web Security (CWS).

This tool is being introduced in order to assist in the identification and the availability of remanufactured part numbers and components.

The Help Line Reference Tool is being introduced in a limited capacity. An increased call volume to the Reman Technical Help Line has promoted the development of this tool. The tool will initially support engine related components. Additional engine models and serial number prefixes will be added to the tool as demand warrants.

Note: The current release of the tool does not contain all of the options that are available for each engine. Other customer options may be available for the applications that are listed.

The information in the tool is arranged as a matrix summary. The engine model is selected from the indexing tabs that are displayed at the bottom of the matrix. The engine's serial number prefix is used to identify the columns of the matrix. The available serial number prefixes are located at the top of each column. The left hand side of the matrix lists the remanufactured components that are available. This list of remanufactured components identifies each row of the matrix. The corresponding information in the body of the matrix is used to indicate the options that are available.

Three different options will appear in the matrix:

Remanufactured Part Number - When remanufactured part numbers are displayed in the matrix, the part numbers are good for all applications of that serial number prefix.

OPTIONS - When more than one remanufactured part number exists for a component, the term "OPTIONS" will appear in the matrix. Further investigation is required in order to obtain the part number for this component. If you are unable to identify a customer option for a remanufactured product through other resources, contact the Reman Technical Help Line for assistance. Refer to "Technical Support, Phone Numbers, and Problem Resolution" for more information.

N/A - When "N/A" appears in the matrix, a remanufactured product for this component is not available at this time.

Note: This tool is not all inclusive of the products that are offered by the Remanufactured Products Group. The sales models and the serial number prefixes that appear in the tool will be updated regularly. Usage information from the Reman Technical Help Line will determine the model numbers and the serial number prefixes that are added to the tool.

Technical Support, Phone Numbers, and Problem Resolution

The following information should be used by Caterpillar dealer personnel in order to contact the Remanufactured Products Group.

Questions that relate to the availability of remanufactured products

Dealer information related to the following issues:

• Availability of remanufactured parts

• Order information for remanufactured parts

Contact the Morton Order Analyst that has been assigned to you at (800) 566-7782. Use menu option 1.

Questions that relate to Reman Core Operations

Direct questions that relate to the following topics to Reman Core Operations:

• Inspections

• CMIS-2

• Other procedural information

Reman Core Operations can be reached at (800) 537-2928.

Questions can also be sent to the following e-mail address:

Each of the dealer analysts are assigned to specific regions. The analysts will answer all questions that are related to core issues. The analysts that are at this phone number provide support for North America and LACD only.

Questions that are related to Reman Technical Help

For help in identifying remanufactured part numbers, dealers should call the Reman Technical Help Line at (888) 88-REMAN. Prior to contacting the help desk, be sure that you have performed a thorough search of all of the normal resources. The Reman Technical Help Line should be contacted only after a thorough search has been performed.

The following resources should be used in order to obtain remanufactured part numbers:

• Service Information System (SIS)

• Reman Technical Supplements

• Reman Cross Reference Applications

All of these resources can be accessed through the Reman Homepage that can be found on your Marketing Organizations web site.

Questions can also be sent to the following e-mail address:

Questions that are related to warranty

Please consult the appropriate warranty statement for your area. Warranty claims should be directed to Warranty Call Center at (800) 447-4986.