Frequently Asked Questions


  Maintenance
  Online forms

 

  Maintenance
 
  • Do I have to take my loader to an authorized Thomas dealer to have service work done?
     
  • Does Thomas still carry parts for machines built in the 70ís and 80ís?
     
  • How can I tell the build date of my loader?
     
  • I am a new dealer, how can I file a warranty claim?
     
  • I have to drive 2 hours to my nearest dealer, is travel covered under the Thomas warranty?
     
  • What do I do if my loader is stolen?
     
  • What does Thomas offer for warranty on new loaders?
     
  • What type of oil do Thomas loaders require in the hydraulic oil tank?
     
  • Where is Thomas Equipment located and does Thomas ship worldwide?
     
  • Why use an Authorized Thomas Dealer for repairs?

      Online forms
     
  • Are there any other ways by which can I submit a warranty claim?
     
  • How must I respond to a question for which I don't have any relevant information, yet it requires a response in order to proceed with the form?
     
  • How will I know if my form was submitted after I click the submit button?
     
  • I submitted a form and did not receive a copy or confirmation that it was submitted. How will I know if the form was submitted?
     
  • What do I enter for a spare parts claim?

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    Maintenance


      Q: Do I have to take my loader to an authorized Thomas dealer to have service work done?
      A: Yes, if your machine is under warranty, for routine maintenance you need to have it serviced by a Thomas Authorized dealer. In order to maintain your loader after the warranty is expired we still recommend you take it to an authorized dealer who uses authorized Thomas parts which have been specifically engineered for our loaders.

     

      Q: Does Thomas still carry parts for machines built in the 70ís and 80ís?
      A: We do still offer some parts for these machines, but given the age of the machines, some parts may be obsolete, and other parts may no longer be available. But we will do our best to help you source out used parts.

     

      Q: How can I tell the build date of my loader?
      A: All machines after 1990 have a model code that reads one letter followed by 4 numbers with a slash and then the model size (example-A103/133s). This model code would read as follows: A=1990ís, 1 would be the year in the decade-so 1991 and the 03 is the month, March. If the code is B103, then it would be 2001.

     

      Q: I am a new dealer, how can I file a warranty claim?
      A: All warranty claims have to be filed through our online forms available in the dealer login section of our website. Along with the claims, our warranty registration, PDI, and 50 hour inspection reports are available through the same page on our website. Also these forms are to be submitted by the dealer. Note: ALL forms are required to be submitted within 30 days of completion otherwise warranty could be voided.

     

      Q: I have to drive 2 hours to my nearest dealer, is travel covered under the Thomas warranty?
      A: Unfortunately, it is not. Thomas does not cover travel time or mileage under our warranty.

     

      Q: What do I do if my loader is stolen?
      A: If your loader is stolen, you can notify the technical service and warranty department at Thomas Equipment and we will flag your registration to reflect that the machine is reported stolen.

     

      Q: What does Thomas offer for warranty on new loaders?
      A: Thomas Equipment offers 1 year powertrain, 2 year engine, and 5 year mainframe warranty. (Excluding but not limited to some applications as- foundry, fertilizer, recycling, scrap yard ). The 2 year engine warranty is covered by Thomas warranty on the first year and Kubota Industrial Engines on the second year.

     

      Q: What type of oil do Thomas loaders require in the hydraulic oil tank?
      A: All our loaders come with SAE 10W30 oil in the tanks with the highest API rating that is available. Also, we require the oil to be pre-filtered before entering the tank through a 5 micron filter to reduce the risk of contamination. By pre-filtering the oil through a 5 micron filter, you will achieve an oil cleanliness level of approximately ISO 16/12, which is what our system is designed and engineered to operate on.

     

      Q: Where is Thomas Equipment located and does Thomas ship worldwide?
      A: Thomas Equipment is located in Centreville, New Brunswick, Canada. We ship our products worldwide through an ever growing dealer network to provide maximum accessibility to our machines, spare parts, and service.

     

      Q: Why use an Authorized Thomas Dealer for repairs?
      A: All our dealers have trained service staff that have attended a Thomas Factory Service School, and have been trained to diagnose and troubleshoot problems to greatly reduce the amount of machine down time. Additionally, they learn how our machines are engineered and how they work for faster repair times.

     


    Online forms


      Q: Are there any other ways by which can I submit a warranty claim?
      A: As of October 1st, 2008, Thomas accepts warranty claims only through the forms on the website.

     

      Q: How must I respond to a question for which I don't have any relevant information, yet it requires a response in order to proceed with the form?
      A: If you come across such a question, you may enter a "0". This will allow you to continue and submit the form.

     

      Q: How will I know if my form was submitted after I click the submit button?
      A: After you click on the submit button on the bottom of the form, a copy of the form will be sent to the warranty department at Thomas and a copy will be sent to you at the email address which you provided at the time of being issued your dealer sign in ID and Password.

     

      Q: I submitted a form and did not receive a copy or confirmation that it was submitted. How will I know if the form was submitted?
      A: In a case like this you can send an email with either (a) the warranty claim number which appears on the top of the form; or (b) your loader serial number to warranty@thomas-equipment.com and we will check to see if it was received and notify you.

     

      Q: What do I enter for a spare parts claim?
      A: When filling out the online form for a spare parts claim, enter the part number in the serial number/part number box at the top of the form. Don't forget to check the box that asks if it is a spare parts warranty.