METS - Merlo Electronic Ticketing Service

METS - Merlo Electronic Ticketing Service
Are you a dealer or key account?*

DealerKey Account
Select Dealer*
Name*
Select Depot*
Please type depot information:
Email*
Contact Number:*
ASM*
Key Account
Contact Type*

Technical Support RequiredDocumentation requiredDiagnostic Tool/ Licence Support RequiredPolicy Claim RequestEngine QueryTIE-Technical Information ExchangeKey Account-Callout Request
New Enquiry/Open Enquiry

New EnquiryOpen Enquiry
Urgent technical assistance needed e.g. Currently on site with machine*

YesNo
Documentation Type*

Error CodesLoad ChartsOperators ManualsWiring SchematicsHydraulic SchematicsTransmission Workshop ManualBoom ManualMaintenance/Servicing ManualDiagnostic Tooling ManualOther
Fault as reported by customer:*
Error Codes*
Diagnostic Time Spent (Hours)*
Diagnostic Write Up: *
Select Model*
Model*
SAV (Example Format D123456)*
Chassis (Example Format D1234567)*
Your Job Reference
Fleet Number (If applicable)
Machine Hours*
Tool/Licence Type

M-ToolHydratecnoDeutz SerdiaFPTOther
Ensure following Checks Completed & Tick to confirm*

Is the M-Tool Licence up to date?Is the Value CAN software up to date?Has the anti-virus software been checked?Has it been tested on another machine?
Serial Number:
Username:
Tel:*
Email
example@example.com
Images/Files

Attach images/files where available
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Select engine*

Perkins (DiPerk)Iveco (FPT)Rehlko (Kohler)Deutz
New/Open*

New calloutOpen case
Comments:
Policy Request Eligibility Criteria

To be considered for a Policy Request, the following conditions must be met:
• Timeframe: The machine must be within a maximum of 6 months or 500 hours of its original warranty expiration date.
• Service History: Only machines with a complete dealer service history will be eligible. Supporting documentation must be attached to the claim.
• Minimum Value: Parts submitted for consideration must have a value exceeding £250.

Submission Procedure:
Initial Request: Policy request forms must be completed electronically and submitted to your Area Service Manager within 28 days of the failure (or the customer invoice date, where applicable).
Claim Entry: Once an agreement number is issued, the claim must be entered into the system within 30 days. Failure to do so will result in a full rejection without the option to resubmit.
Documentation: All claims entered into the system must include the valid agreement number. Like standard claims, they must be completed in full, including detailed engineer notes against all labour lines.

NOTE: Labor, transport, and lubricants are generally excluded from policy coverage, except in documented exceptional circumstances.
Still Having Trouble with Your M Tool?

If you've completed all the checks above and are still experiencing issues with your M Tool, please submit the attached form. A team member will contact you as soon as possible to help resolve the problem.
To ensure efficient and effective handling of engine-related issues requiring direct manufacturer involvement, we are implementing a refined process. Given the diverse range of engine manufacturers across our Merlo machine portfolio, adhering to the following steps and providing required information is crucial for accurate prioritisation, transparent communication, and performance monitoring.

Please follow the process outlined below for all engine issues necessitating on-site attendance by the engine manufacturer:

This standardised approach will enable us to:

Accurately categorise callout urgency: Ensuring timely support based on the specific engine manufacturer's protocols and the severity of the issue.
Maintain clear and consistent communication: Providing you with regular updates on the job status and progress directly from the engine manufacturer.
Effectively monitor dealer performance: Allowing us to track the overall efficiency and success of these support interactions.

Iveco Engines: Download & complete FPT Care & Assistance form (See link below) and email form to iccans@iveco.com; Assistance assistance@fptindustrial.com; & cc Service service@merlo.co.uk

FPT Form Download

Deutz Engines: Download and complete Deutz AG(UK) Service request form (see link below) and email to service.uk@deutz.com; & cc Service service@merlo.co.uk

Deutz Form Download

Rehlko (Previously Kohler) engines: Complete alongside Rehlko callout request form & email Karl Wood KARL.WOOD@rehlko.com; richard.screen@rehlko.com & cc Service service@merlo.co.uk

Kohler Form Download

Perkins Engines: Complete service request form DiPerk/Perkins Callout request Form& submit.

For all other service enquiries, please email service@merlo.co.uk or call 01425 480806 Option 3.
Customer/Site Contact Name*

First NameLast Name
Customer/Site Address*
Customer/Site Contact Contact Number*
Delivery Date*

DayMonthYear
Date
Warranty End Date*

DayMonthYear
Date
Failure Date*

DayMonthYear
Date
Failing Part Number*
Failing part Description*
Symptom: *
As experienced by customer
Fault Confirmation & Diagnostic:*
Has the symptom been verified? Describe fault tracing, analysis, values etc.
Rectification Type
Rectification:*
What was done to solve the symptom?
Total Labour (Hrs)*

Additional Comments:
Any other information you feel is relevent
Please provide a justified reason for your request (reason you feel this is an exceptional circumstance)*
Does the machine have a Merlo Dealer Service History*
Upload all relevant documentation*

Service History, Defect/Repair Images, Hours, ID plate, part inc SN
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Engine Build Number*
Engine Serial Number*
Vehicle Type*
Date in Service (Invoice Date)*

DayMonthYear
Date
Should be Empty:

	Part Number	Part description	Qty
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20

	Parts	Labour	Other (Please give details)
Dealer Contrbution
Customer Contribution