Service & Warranty
Product History
Serial Number Viewable Comments
Warranty Entry – Standard Claim
Warranty Entry – P&A Claim
Warranty Entry – Pre-Auth
Warranty Inquiry
Warranty Inquiry – Parts Return Requested
CSI
DSLS
Engine Service Log
Flat Rate Inquiry
Literature
Technical Assistance
Product History Quick Reference
View product descriptions, open fix campaigns, registration information, and warranty
history by serial number.
How to View Product History:
1. From the MercNET Homepage, navigate to Service & Warranty > Product
History
2. Enter a Serial Number
3. Click on the Submit button
Information Displayed:
If the engine is part of a MerCruiser sterndrive package, the drive and transom serial numbers will be displayed (if
registered)
• Model Description
• Manufacture Date refers to the date the product was manufactured
• Comments
• Owner’s Information and Warranty Period (if registered)
Note: If applicable, Promotional Warranty Period details can be viewed by selecting the link. If engine has extended
warranty the Product Protection expiration date is displayed.
The grid on the bottom half of the page provides detailed information on “events” or transactions that occurred on the
product. Types of transactions include:
• Invoices
• Registration
• Warranty Claims
• Product Protection Plans
• Fix Campaigns
To view detailed information on the events listed, select the link under the Type column.
REV09-2022
Viewable Serial Number Comments Quick Reference
Viewing Comments under Product History allows users to view notes added to a serial number.
How to View Comments:
1. From the MercNET Homepage, navigate to Service & Warranty > Product History
2. Enter the Serial Number
3. Select Submit
4. Select the COMMENTS link
5. The comment will display
REV09-2022
Warranty Entry – Claim Quick Reference
Claims can be created and submitted on MercNET. For claims, a separate parts order will
need to be placed if parts are needed.
How to Create a Claim:
1. From the MercNET Homepage,
navigate to Service & Warranty >
Warranty Entry
2. Enter the Customer’s First Name
3. Enter the Customer’s Last Name
4. Enter the Engine’s Serial Number
5. Select the Claim for the Type
6. Select the Claim Option(s)
• Stock Inventory includes out of box parts not yet sold to customers
• Standard includes original engine component failure under warranty due to defect
• P&A/Reman/Quicksilver includes items that were not an original component of the engine but were
installed upon engine purchase or a defective part that was sold to a customer over the counter or via
service work
• Motorguide (2001 & Prior)
Note: Hover the cursor over each option to
see an explanation of what each term
includes
7. Select Create
8. Enter a Work Order Number (optional)
9. Enter the Engine Hours of operation
10. Select Yes or No for work due to
Corrosion
11. Select Yes or No for work due to Emissions
12. Enter the Retail Date of Sale
13. Enter the Fail Date
14. Enter the Work Completed Date
15. Enter the Fix Bulletin Number (if applicable)
16. Enter the Description of Failure
17. Manually enter the Quantity and Item Number for the parts or Browse to upload a CSV file
Note: If parts are needed, a separate order should be
placed
18. Manually enter the Job Codes if you know
them or select the Select Labor Rates
button to add the Flat Rate code to the claim
19. Select the Engine Component
20. Select the Job Code to add it to the claim
(close the code window when all codes have
been added)
21. Enter the Freight, Outside labor, Haulage
and/or Travel (if applicable)
22. Select Submit
Note: Selecting Save as Draft will save all information on the claim to be completed and submitted later. You can access
saved claims by selecting Warranty Entry and selecting the serial number to open the claim.
REV09-2022
Warranty Entry P&A Claim Quick Reference
Warranty Entry can be used to create claims on Parts and Accessories. P&A Claims do
not require a serial number. If no serial number is entered, a generic serial number will
appear by default.
Create a P&A claim if:
• The part was not an original component of the engine but was installed upon engine purchase (Serial Number
required)
• The part was sold to a retail customer, either over-the-counter, via a service work order, or with a boat package,
and the part was defective (purchase receipt or work order copy required)
• The claim is for a Certified Pre-Owned engine.
Note: P&A claims must be filed within 1 year of retail date of sale.
How to Create a P&A Claim:
1. From the MercNET Homepage, navigate to
Service & Warranty > Warranty Entry
2. Enter the Customer’s First Name
3. Enter the Customer’s Last Name
4. Enter the engine’s Serial Number
5. Select the Type (Claim or Warranty Order)
Note: Warranty Orders should be submitted to obtain parts for
warranty services at special terms. If job cost is greater than
$10,0000.00, it should be completed through Mercury Technical
Services
6. Select P&A/Reman/Quicksilver as the Claim Option
7. Enter a Work Order Number (optional)
8. Enter the Engine Hours of operation
9. Select the Parent Product Line
10. Select Yes or No for work due to corrosion
11. Enter the Retail date of Sale
12. Enter the Fail Date
13. Enter the Work Completed Date
14. Select the Fix Bulletin Number (if applicable)
15. Enter the Detailed Description of Failure
16. Enter the Quantity
17. Enter the Part Numbers
Note: If parts are needed to complete a Claim, a separate parts
order has to be placed. However, parts entered on a Warranty
Order / Pre-Auth will automatically be ordered and the “I
understand all parts will be ordered” box must be selected.
18. Click Select Labor Rates to add the Flat Rate code to the
claim
19. Select the Engine Component (close the code window
when all codes have been added)
20. Enter the Freight and Outside labor (if applicable)
21. Select Submit
22. Select Receipt Mailed or Faxed
23. Select Submit
Note: Selecting Save as Draft will save all information on the claim to be completed and submitted at a later time. You
can access saved claims by selecting Warranty Entry and selecting the serial number to open the claim.
Note: When submitting a Warranty Order (Pre-Auth Request) a disclaimer will appear at the bottom of the page. The
checkbox must be selected to be able to Submit the request.
REV09-2022
Warranty Entry – Warranty Order / Pre-Auth Request Quick Reference
You can enter a Warranty Order (Pre-Auth Request) on MercNET. Pre-Auths should be
submitted to obtain parts for warranty services at special terms. If job cost is greater than
$10,000.00, it should be completed through Mercury Technical Services.
How to Create a Warranty Order (Pre-Auth Request):
1. From the MercNET Homepage, navigate to Service & Warranty > Warranty Entry
2. Enter the consumer’s first and last name
3. Enter the Serial Number (if applicable)
4. Select Warranty Order (Pre-Auth Request)
5. Select the appropriate Claim Option(s)
• Stock Inventory includes out of box parts not yet sold to customers
• Standard includes original engine component failure under warranty due to defect
• P&A/Reman/Quicksilver includes items that were not an original component of the engine but were
installed upon engine purchase or a defective part that was sold to a customer over the counter or via
service work
• Motorguide (2001 & Prior)
6. Select Create
7. Enter a Work Order/PO Number
(optional)
8. Enter the Contact Name of the
Technician entering the claim
9. Enter the Engine Hours (in whole
hour increments)
10. Enter the Fail Date
11. Select the Fix Bulletin Number (if
applicable)
12. Enter the Symptoms
13. Enter the Diagnosis
14. Enter the Solution
15. Enter the Detailed Description of
Failure
16. Select the checkbox for the
message “I understand all parts
will be ordered. Orders over
$3,000 will be subjected to
approval and will not be
processed until approved.”
Note: If the total price of the items is $3,000 or
more, select the checkbox for the message
“IMPORTANT: The parts entered in this repair
are over $3,000. A full G3 report will be required
for approval. Please be prepared to email the full
G3 report when requested by Mercury Technical
Service.”
17. Manually enter the Quantity and
Item Number for the parts or
Browse to upload a .CSV file
Note: If an item is highlighted in yellow, a pop-up will appear indicating that it is a Superseded Part. Select the S/S link to
select the PSS or Active Part Number to proceed.
18. Enter the Rate Codes or select the Select Labor Rates button to see labor codes broken down by engine
component
REV09-2022
19. Select the checkbox for the message “I understand submission of this Warranty Order (Pre-Auth
Request) does NOT guarantee payment of a claim”
20. Select Submit when Warranty Order is complete
Note: Selecting Save as Draft will save all information on the Warranty Order to be completed and submitted later. You
can access saved claims by selecting Warranty Entry and selecting the serial number to open the claim.
Note: Once the work is completed, select the Pre-Auth number from the Warranty Inquiry page, enter the remaining
required information and resubmit for Warranty review.
REV09-2022
Warranty Inquiry Quick Reference
Warranty Inquiry is used to view open claims such as Pre-authorizations, corrections
requested, or parts return requested claims. Paid, Cancelled, or denied claims can also be
viewed.
How to View Open Claims:
Open Claims are any claims (include pre-authorized claims) that have not been paid, cancelled, or denied. By default,
open claims are displayed first.
How to Search for a Claim:
1. From the MercNET Homepage, navigate to Service & Warranty > Warranty Inquiry
• Type: Allows you to search Claims, Pre-Auth Requests, or Preauthorized Claims or all three by selecting all
• View: Allows you to search for Open or Closed claims
• Search By: Allows you to search by Name, Serial Number, Pre-Auth Number, Order Number, or Failure
Description
• Where: Allows search by failure date, invoice date, or parts shipped
How to View Closed Claims:
2. From the MercNET Homepage, navigate to Service & Warranty > Warranty Inquiry
3. Change the Type to All
4. Change the View to Closed
5. Select the Search Button
How to Complete an Open Warranty Claim:
1. Select the Serial Number link
2. Enter the Requested information
Note: For Correction Requested claims, refer to the detailed description of failure. The warranty processor will indicate
what needs to be corrected.
3. Select Submit
How to Complete a Parts Return Requested or Parts Return Rapid Claim:
1. Select the Serial Number link
2. Enter the Parts Return Date
3. Enter the Parts Return Tracking Number
4. Select Submit
Note: Select Print Claim to view a printer friendly format of the claim
REV09-2022
Warranty Inquiry – Parts Return Requested Quick Reference
Warranty Inquiry is used to view the status of submitted claims and pre-authorizations. If a claim is reviewed, and
Mercury’s Warranty department needs the parts on the claim to be sent back to Mercury for review, the claim will be put in
a Parts Return Requested status. Please retain all parts used in warranty repairs for 60 days from the date of the claim
submission in case they are requested to be returned by Mercury Marine.
For more information on Mercury Warranty procedures, please refer to Section 5 of the Policy & Procedure Manual on
MercNET.
How to Complete a Parts Return Requested Claim:
1. From the MercNET Homepage, navigate to Handy Tools > Forms
2. Select Service Forms
3. Select UPS Collect Procedure – Warranty Parts Return Information
4. Follow the instructions to submit a parts return
Note: For further assistance with the Warranty return procedure, please contact Mercury’s Warranty Claims department at
920-929-5054
5. Return the requested part(s) along with a copy of the Warranty Claim
6. Once the parts return has been initiated, navigate to Service & Warranty > Warranty Inquiry
7. Select the Claim Number for the Parts Return Requested claim
Note: Parts Return Requested claims will be highlighted in yellow on the Warranty Inquiry page
8. Enter the Parts Ship Date
9. Enter the Parts Return Tracking Number
10. Select appropriate option from the Parts Return Via
dropdown menu
11. Select the Label Address button for a printout of your
address
12. Select the Print Claim button to print a copy of the claim
13. Select the Update Claim button to add the entered
information for review by Mercury’s Warranty
department
14. The claim will now show under Order Inquiry with a
status of Parts Shipped to Mercury
REV10-2023
CSI Quick Reference
CSI reports are available on MercNET. They list the national score as well as your CSI (Customer Satisfaction Index)
scores for both service and sales.
How to View CSI Score:
1. From the MercNET Homepage, navigate to Service & Warranty > CSI Scores/Service Rates
Note: Labor Rates and Service level by Product Line are displayed
2. Select the Mercury CSI Dealer Report to view more detailed information about CSI scores
Note: This link redirects you to a website outside of MercNET
3. Select the Affidavit of Retail Labor Rate Form to view and download the form
4. Select the Mercury CSI Dealer Report link to view the CSI survey results
REV09-2022
Dealer Service Level Scorecard (DSLS) Quick Reference
The DSLS Trending Service Level page will show your dealership’s key metrics as they relate to the DSLS service level.
How to View DSLS:
1. From the MercNET Homepage, navigate to Service & Warranty > DSLS
• Service Level: Service levels are adjusted twice a year, in April and October. This section of the page will
show what service level you are trending towards.
• Service CSI: This section provides your current rolling 12-month CSI score, the number of surveys sent
and received, and the response rate.
• Mercury University Training: This shows the highest level of Mercury University classroom training
completed at the dealership for both Outboard and MerCruiser. The values would include Systems,
Certified and Master. Any classes taken between the basic systems course and Certified completion will
not be shown here.
• Diagnostic Tools: The diagnostic tools on hand (CDS and G3 version) are shown here.
• Rolling 12 Month Purchase Amount: This summary is a rolling 12-month total of Parts and Accessories
and Mercury engine purchases. This is calculated from both direct and indirect sales. Indirect sales would
come from Land n Sea and other Brunswick-owned distributors, as well as boat packages that have been
reported on MercNET.
• Date Current as of: The date that the data was last refreshed.
If you have any questions, please contact your Technical Account Manager, or call 920-924-1368. Questions can also be
submitted to [email protected].
REV09-2022
Engine Service Log Quick Reference
View and record regularly scheduled maintenance on an engine.
How to View a Service Log Entry:
1. From the MercNET Homepage, navigate to Service & Warranty > Service Log
2. Enter the Product Serial Number
3. Select Submit
The History of service work is displayed (if it has been entered) along with customer information and product information.
How to Create a Service Log Entry:
1. From the MercNET Homepage, navigate to
Service & Warranty > Service Log
2. Enter the Product Serial Number
3. Select Submit
4. Double-click on the Service Type
5. Select Edit Service
6. Enter Date of Service
7. Enter Work Order (optional)
8. Enter Engine Hours
9. Enter Tech ID (optional)
10. Enter Comments/Notes (optional)
11. Select Save
REV09-2022
Flat Rate Inquiry Quick Reference
Flat Rate Inquiry gives you the ability to search for Warranty Flat Rate Codes by either
Serial Number, Model Number or by Product Line & Year.
How to Search for Flat Rate Codes:
1. From the MercNET Homepage, navigate to Service & Warranty > Flat Rate
Inquiry
2. Select I agree if you accept the copyright terms
3. Select desired Search By:
• Serial Number
• Model Number
• Product Line & Year
4. Select desired View option
• All – view all components
• Engine Component – view one specific component at a time
How to Save as PDF:
1. Select Save as PDF
2. Select desired Save in location
3. Select Save
4. Browse to Save in location selected
5. Open Flat Rate Inquiry.pdf file
6. Select File > Print (If printed copies needed)
Note: File can be renamed if desired. If file name is not changed you will be prompted to replace existing file each time
you save a new Flat Rate Inquiry.pdf file.
REV09-2022
Literature Quick Reference
Search for parts catalogs, service bulletins, service manuals and more using MercNET Literature.
How to Search for Literature:
1. From the MercNET Homepage, navigate to Service &
Warranty > Literature
2. Select I agree if you accept the copyright terms
3. Search by:
• Bulletin Number
• Serial Number
• Product Line and Year
• Document Item Number
4. Choose the preferred language, English, French or
Spanish (if necessary)
5. Select Continue
Note: If you chose to search by Product Line and Year, you will also
need to select the Horsepower and model number
6. Select the Document Item Number to open the document
REV09-2022
Technical Assistance Quick Reference
Request a call back from Mercury technical assistance personnel. Requests submitted via MercNET will receive priority
call back.
How to Create a Request:
1. From the MercNET Homepage, navigate to Service & Warranty > Technical Assistance
2. Enter the Serial Number
3. Select Create Request
4. Enter the Contact Name
5. Enter the Contact Phone Number
6. Enter a Description of the Problem
7. Enter Diagnosis (optional)
8. Enter Suspected Cause of Failure (optional)
9. Enter Repairs Already Performed/Parts Replaced (optional)
10. Enter Action Requested (optional)
11. Enter Consumer Name (optional)
12. Select Submit Request
A representative from Mercury Technical Service will contact you as soon as possible.
How to View a Request:
1. From the MercNET Homepage, navigate to Service & Warranty > Technical Assistance
2. Select a Search option
3. Select Refresh Display
4. Select the Reference Number link to view your request
REV09-2022