Truck Topics
Road Service and Breakdown Guide
When you're sitting by the side of the road many miles from home with a truck that won't go, your first reaction is probably to unleash a torrent of obscenities or perhaps just let out a scream of frustration.
That's the first reaction, but here's what you should do following that:
Call a breakdown service.
You can find them in directories or online. Sources include the truck manufacturers, engine makers, independent breakdown services and others.
To utilize a breakdown service is simplicity itself. You call the number or find them online. And, when you contact a representative, in a clear, distinct tone, "Help!"
Actually, you will provide them with pertinent information including your location, the nature of the trouble and other details. They will then contact the nearest breakdown service provider and get them on the way.
If the service can't fix the problem where you've broken down, they arrange for a tow to a qualified repair facility. They will likely follow up on the service you receive.
Depending on the breakdown service used, you can pre-arrange ground rules including:
- Spending limits
- Purchase order requirements
- Tire brands and designs you use
- Billing options
When you're checking into the available services you might want to ask:
Does the service specialize in commercial trucks?
How do you report a breakdown?
Are the people answering the phone capable (and qualified) to perform diagnostics over the phone?
How long has the company been in business?
How is the service provider paid?
What can the company do to help if you get unsatisfactory service?
Breakdown Services
Bandag Emergency Tire Assistance Program (ETA)
800-8BANDAG
For: National Accounts and local Bandag customers.
Emergency service at over 1,600 service locations nationwide. Standardized, over-the-road, competitive pricing. No enrollment fee.
800 (FOR-A-FIX) 800 367-2349
For: Fleets with one or more units
Cost: Dispatch fee based on average volume of breakdown calls received per month. After customer has established an account, CDI's staff handles the initial breakdown call and setting up repairs with more than 50,000 vendors.
877-4-TIRES-NOW
For: Any truck operator, regardless of brand of tire
Service from approximately 2,000 Goodyear dealers or other providers if necessary. Breakdowns handled by InterStar North America. A road service call costs $35 per incident, not including product and hourly rate.
HD America Roadside Service
www.hdamerica.com
(800) 949-3580
For: Anyone in need of parts and service
Cost: Free
The toll-free number operator will direct you to the closest HD America distributor, which will supply parts and service needed to get back on the road. Available from more than 500 HD America locations across the U.S. and Canada.
Michelin OnCall
800 TIRE-911 for national accounts
877 966-3911 for X One customers
888 377-1911 for all other customers
For: Anyone with a need for roadside service – tire or mechanical
Cost: $35 per call
Customers call the toll-free line and will be charged by credit card. Michelin or other network service providers are dispatched depending on service requirements.
National Truck and Trailer Services Breakdown Guide (NTTS)
800 288-0002
For: Any truck operator
NTTS is a directory of over 30,000 breakdown and repair services, including those offering 24-hour road service. It has been available in print form (800 pages for $39.99) since 1989 and online since the mid-90's.
The online service is free; it's supported by vendors who pay for listings, but if a repair service does inferior work or overcharges customers, they won't be listed. Online users can search by city, state, service category and brand.
Also available on CD-ROM with add-a-vendor and road service features.
866 562-4081
For: Any truck operator
Cost: Free. TruckDown Advanced offers additional features for an extra fee.
This is a do-it-yourself option, allowing you to search online for vendors providing mobile repairs, tires, towing, etc., as well as truckstops and other services. Listings displayed start closest to the search point, with premium listings (those that pay for listing) given priority.
TA RoadSquad
800 TA4-SHOP
For: Any truck operator needing emergency service
Cost: Free
TravelCenters of America has improved its roadside assistance program. More than a dozen trained dispatchers start the service diagnosis as soon as the call comes in. The nearest available TA RoadSquad truck is identified and a service technician is promptly sent to the disabled truck.
800 DIAL-TTS
For: Truck operators of all sizes
Cost: No registration, membership or dispatch fees
Initially founded to handle tire breakdowns, now also handles mechanical repairs, towing and more. Pre-established national labor and tire service rates for all tire-related breakdown service.
Manufacturer's Services
Caterpillar Truck Engine Call Center
800 447-4986
For: Caterpillar customers
Cost: Free
The people answering the phone are Caterpillar employees, and they are able to answer many questions right over the phone, decipher fault codes, etc. Drivers need to have engine serial number handy. Good idea to call in advance and make sure engine is registered for warranty purposes.
1 800 DIESELS
For: All Cummins customers
Cost: Call is free; repair charges depend on the nature of the engine problem and warranty coverage
Cummins customers call the (800) DIESELS number to locate the nearest distributor or dealer to obtain emergency service. With Cummins QuickServe, customers get same-day turnaround on in-shop service jobs with a repair time of four hours or less.
Detroit Diesel
For: Owners of Detroit Diesel On-Highway Products (Series 60, MBE 4000, MBE 900)
Cost: Free
Detroit Diesel has been providing a toll-free number on the rocker cover of its engines in case of breakdown since the late '80s. Technicians at DDC call center will try to talk customer through an issue to get truck running again. If that's not possible, will coordinate the support to get the truck in for repairs.
Freightliner Customer Assistance Center
800 FTL-HELP, 800 STL-HELP, 866 850-STAR.
For: Owners of Freightliner, Sterling or Western Star trucks
Cost: Free to determine problem and dispatch a mobile unit or tow truck. $35 charge to track the breakdown through the repair process if you've signed up for the company's fleet support programs (FleetPack, Pinnacle or Compass)
First choice of dispatch is Freightliner, Sterling or Western Star dealer in area; also can route to TravelCenters of America for some repairs. If necessary, will route to competing dealer.
International Emergency Breakdown Service
Diamond Support EBS, 888 342-7600
For: Customers of International Truck & Engine
Cost: Free for owners of a Heavy Diamond Spec two-year/200,000-mile limited warranty vehicle. $35 per call for customers in the Fleet Charge or Diamond Advantage purchase card programs
EBS handles all makes of vehicles, including trailers, through a nationwide network of more than 30,000 locations.
Kenworth PremierCare Customer Center
800 KW-ASSIST (800-592-7747)
For: Any brand vehicle can be enrolled by a fleet or owner-operator
Cost: Free
Peterbilt TruckCare Customer Assistance
800 4-PETERBILT
For: Owners of any make or model Class 6-8 vehicle
Cost: Free
Can arrange for emergency service at nearest participating Peterbilt dealership or a preferred service provider.
800 52VOLVO
For: Anyone operating a Class 8 vehicle. Specializes in breakdown service for Volvo Trucks, but has the capability to service any make or model, as well as trailers.
Cost: No case fee for warranty-covered repairs for Volvo trucks. Charge for non-warranted repairs.