WARRANTY OPERATIONS NEWSLETTER VOLUME 5, ISSUE 11 ...

WARRANTY OPERATIONS NEWSLETTER

VOLUME 5, ISSUE 11

Published December 19, 2019

UPDATE FROM WARRANTY OPERATIONS

Hello Team,

A lot has happened in 2019 with many successes and some learning opportunities, and we are already looking

forward to a bigger and better 2020!

As we move from one year to the next, we wanted to reflect and recognize that there were topics that we all

struggled with this year. We included some short articles on these topics in this newsletter, as well as reminders of

some new policies going into effect soon.

Thank you for all of your dedication and hard work that is reflected in our consistent year-over-year FFV

improvements. Your focus on the customer is making the difference and will continue to pay off in all areas of your

business. We are ending 2019 at 90.4% FFV YTD, which is a 0.8 point improvement over last year. This is great

work and we¡¯ll continue to get even better in the New Year!

Thank you,

Jim Sassorossi

Director ¨C Dealer Support & Warranty Operations

WARRANTY OPERATIONS NEWSLETTER

VOLUME 5, ISSUE 11

Air Condition Claims:

Many claims reject for part cost excessive; this

is caused by the differences in refrigerant

needed on different repairs. To assist with

quick claim payment, attach the slip from the AC

machine showing how much refrigerant was

recovered, how much was put in, and the

difference will be the amount submitted on the

claim.

Alternative Transportation:

Alternative transportation (Rental or loaner) was

refocused on getting the customers back into

their vehicle as quickly as possible. Service and

Parts will need to work together to take full

advantage of the additional days of rental

Canada or Mexico Vehicles:

Vehicles in the US from Canada or Mexico fall

into one of three ownership groups:

? Traveling Customers ¨C retain copy of

registration and driver¡¯s license to

support repair (WB D-19-10)

? Rentals with Transferable coverage ¨C To

determine if a vehicle is eligible for

Market Transfer, it will be necessary to

go to VIP and enter the Vehicle

Identification Number (VIN). If the

available for self-authorization. Full details are

in WB D-19-28.

Attachments:

If you are not sure what to attach to a claim,

review the message codes to understand what

support the system is asking for. Also, review

whatever paperwork you need to review to

enter the claim. A good guide to follow is, if you

had to review it to know what to submit, attach

it to a claim to help support the request.

Body Shop Claim Processing:

Several new policies were launched and

clarified in WB D-19-27. Highlights of the

changes can be viewed in the video link below.

?

Warranty Coverage Code (WCC) is 594,

595 or 596 and the vehicle has been in

service a minimum of 6 months and the

vehicle mileage is greater than 15,000

kilometers, the vehicle coverage is

eligible to be transferred to the U.S.

market. Please see WB D-16-03 (Rev.

A).

Gray market vehicles ¨C have no warranty

coverage other than Recalls and

Emission coverage.

WARRANTY OPERATIONS NEWSLETTER

VOLUME 5, ISSUE 11

Diagnostic Time:

Please make sure you are familiar with WB D19-06, as this warranty bulletin outlines how to

support diagnostic time as well as addresses

many common diagnostic rumors.

Exchange Order Tracking:

Parts Managers and Warranty Managers need

to review the Exchange Order Core Tracking in

DealerCONNECT weekly. Reviewing the status

of the orders on this tracking page will assist

with reducing chargebacks and appeals.

DealerCONNECT > Parts > Parts ? Order

Inquiries > Order Status > Exchange Order

CORE Status

Flex / Flex C Restriction:

Flex / Flex C restrictions are in place to help

your dealership review a claim before it is paid,

in an attempt to identify why the dealership is

potentially out of line in a repair area. If you

have identified the cause of the issue, let us

know and FCA can remove the Flex restriction.

Details on Flex Appeals can be found in WIC

KB0023414.

Lifetime Warranty Support: The same Eligibility

requirements used for Lifetime Warranty

Inspections should be used for claim support.

Service Advisors must confirm ownership as

outlined in the WAM (2.3.7 FCA¡¯S LIFETIME

POWERTRAIN LIMITED WARRANTY 5 YEAR

INSPECTION PROCESS). A key requirement is

this coverage is ONLY available to the Original

Owner. A copy of the Vehicle Registration that

matches the original owner name displayed in

VIP should be attached to the RO.

LOP Time Study Request:

Directions to provide access to Request for

Labor Time Study link in DealerCONNECT for

level 3 Technicians can be found in WB D-13-02.

WARRANTY OPERATIONS NEWSLETTER

VOLUME 5, ISSUE 11

Technician Changes:

When a Technician leaves your dealership, do

not remove the Technician from your dealership

profile until all claims related to the Technician

have paid. If you are concerned about the Tech

accessing DealerCONNECT simply remove their

access, but leave them as an active employee

till the claims are paid. This will help reduce

issues with the Tech not being listed as an

active employee in your dealership or potential

training issues if you enter the Tech to get a

claim paid.

Vehicle Scan Report:

A suggestion to organize scan reports for your

dealership is to set up a Dealership group email

box for the Tech to send all scan reports to.

For example FCAServicescanreports@, with the

subject line of: VIN ¨C Date ¨C RO#

WIC:

A new version of WIC launched in 2019, but did

you know there is a version of WIC for other

areas of the Dealership? Take a few minutes to

familiarize yourself with this

assistance tool. Follow path below:

additional

DealerCONNECT>Support>Knowledge

Center>DealerCONNECT Support Help Center

AM Notes:

To assist with quick claim payment, we want to

make it clear that AM notes are not needed to

support diagnostic, actual time, sublet, or

several other common claim requests. To

support these types of requests, the claim must

be able to stand on its own with the correct

time

punches,

tech

notes,

and

documentation. AM notes are required for

rental and/or goodwill outside of the dealer's

goodwill ability.

Unpaid 2019 Ram Prep Claims:

A recent dealer inquiry helped Warranty

Operations determine that several automatic

New Vehicle Prep claims for 2019 Ram trucks

with Winch Tow Hooks are in rejected status

because of an incorrect LOP. To receive

payment for these prep claims, dealers will

need to manually enter a Prep (K) claim for the

vehicle with the correct Prep LOP and the

correct Winch Tow Hooks LOP: 85-90-00-6H.

We are looking forward to working with you and having a successful 2020.

Please share your suggestions using the WIC Suggestion Box.

WARRANTY OPERATIONS NEWSLETTER

VOLUME 5, ISSUE 11

Satellite Antenna Replacements (Revision)

As we see a number of satellite antennas

returned to the Quality Engineering Center that

have a high percentage of Trouble Not Found,

we determined that some additional diagnosis

was needed. Many of the Antennas are

characterized as a ¡°Sat Open Circuit¡±. When we

review the vehicle repair history we are finding

that a software update or wiring change is

performed as a repeat visit for the same issue.

This not only affects your Fixed-First-Visit (FFV)

scores but causes great inconvenience to your

customers.

It is very important that all radio software

enhancements are completed and up-to-date;

and to check all related antenna wiring and

connections prior to suspecting the antenna.

Measures have been taken to ensure that the

published diagnosis of antenna functionality is

clear, concise, and easy to follow. These

diagnostics were a subject of the July, 2019

MasterTECH.

Please reference:

Key word search in Service Library: SATELLITE

ANTENNA

Also refer to:

08 ¨C Electrical / 8A - Audio/Video/Entertainment/

Connectivity/ ANTENNA, Satellite, Audio/

Diagnosis and Testing

Antenna replacements that do not repair the

vehicle and cause a customer to return for

additional service will be subject to repair

chargeback.

For an example of the diagnostics, see below

for Truck (DT) and Wrangler (JL) but applies to

other carlines also with satellite antenna.

2019 DT/JL

1. Verify the concern and identify if satellite

antenna is affected.

2. Verify the antenna is torqued tight and not

physically damaged. There are pictures added

at the end of article for damaged and not

torqued antennas.

3. If SAT/GPS is still not functioning, retest in a

known good reception location. Test using the

preview station, 0 or 134. If the preview station

reception tests good, the concern may be

subscription related.

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