CAT 3412C - Customer Service and Assistance; Customer Assistance Procedures

Customer Service
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Customer Assistance
SMCS Code: 1000
USA and Canada
If a problem arises concerning the operation or
service of an engine, the problem will be managed by
the dealer in your area.
Your satisfaction is a primary concern to Caterpillar
and to Cat dealers. If you have a problem that has
not been handled to your complete satisfaction,
follow these steps:
1. Discuss your problem with a manager from the
dealership.
2. If your problem cannot be resolved at the dealer
without additional assistance, use the phone
number below to talk with a Field Service
Coordinator:
1-800-447-4986
The normal hours are from 8:00 to 4:30 Monday
through Friday Central Standard Time.
3. If your needs have not been met still, submit the
matter in writing to the following address:
Caterpillar Inc.
Electric Power North America
Attn: Product Support Manager
AC 6109
Mossville, Illinois 61552
Keep in mind: probably, your problem will
ultimately be solved at the dealership, using the
dealership facilities, equipment, and personnel.
Therefore, follow the steps in sequence when a
problem is experienced.
Outside of USA and of Canada
If a problem arises outside of USA and outside
Canada, and if the problem cannot be resolved at the
dealer level, consult the appropriate Caterpillar office.
Latin America, Mexico, Carribean
Caterpillar Americas Co.
701 Waterford Way, Suite 200
Miami, FL 33126-4670
USA
Phone: 305-476-6800
Fax: 305-476-6801
Europe, Africa, and Middle East
Caterpillar Overseas S.A.
76 Route de Frontenex
P.O. Box 6000
CH-1211 Geneva 6
Switzerland
Phone: 22-849-4444
Fax: 22-849-4544
Far East
Caterpillar Asia Pte. Ltd.
7 Tractor Road
Jurong, Singapore 627968
Republic of Singapore
Phone: 65-662-8333
Fax: 65-662-8302
China
Caterpillar China Ltd.
37/F., The Lee Gardens
33 Hysan Avenue
Causeway Bay
G.P.O. Box 3069
Hong Kong
Phone: 852-2848-0333
Fax: 852-2848-0440
Japan
Caterpillar Japan Ltd.
SBS Tower
10-1, Yoga 4-Chome
Setagaya-Ku, Tokyo 158-8530
Japan
Phone: 81-3-5717-1150
Fax: 81-3-5717-1177
154
SEBU7125-13
Reference Information Section
Customer Service