Volume 2, Issue
Service Bulletin Details
Public Details for: Volume 2, Issue
Warranty operations newsletter updates from warranty operations
- 9999 - 2018 - 2017 - 2016 - 2015 - 2014 - 2013 - 2012 - 2011 - 2010 - 2009 - 2008 - 2007 - 2006 - 2005 - 2004 - 2003 - 2002 - 2001 - 2000 - 1999 - 1998 - 1997 - 1996 - 1995 - 1994 - 1993 - 1992 - 1991 - 1990 - 1989 - 1988 - 1987 - 1986 - 1985 - 1984 - 1983 - 1982 - 1981 - 1980 - 1979 - 1978 - 1977 - 1976 - 1975 - 1974 - 1973 - 1972 - 1971 - 1970 - 1969 - 1968 - 1967 - 1966 -
Models from 9999
Models from 2018
2018 CHRYSLER 200 |
2018 CHRYSLER PACIFICA |
Models from 2017
2017 CHRYSLER 200 |
2017 CHRYSLER 300 |
2017 CHRYSLER 300C |
2017 CHRYSLER PACIFICA |
2017 CHRYSLER PACIFICA HYBRID |
2017 CHRYSLER TOWN AND COUNTRY |
Models from 2016
2016 CHRYSLER 200 |
2016 CHRYSLER 300 |
2016 CHRYSLER 300C |
2016 CHRYSLER GRAND VOYAGER |
2016 CHRYSLER PACIFICA |
2016 CHRYSLER TOWN AND COUNTRY |
Models from 2015
2015 CHRYSLER 200 |
2015 CHRYSLER 300 |
2015 CHRYSLER 300C |
2015 CHRYSLER GRAND VOYAGER |
2015 CHRYSLER TOWN AND COUNTRY |
Models from 2014
2014 CHRYSLER 200 |
2014 CHRYSLER 300 |
2014 CHRYSLER 300C |
2014 CHRYSLER TOWN AND COUNTRY |
Models from 2013
2013 CHRYSLER 200 |
2013 CHRYSLER 300 |
2013 CHRYSLER 300C |
2013 CHRYSLER SEBRING |
2013 CHRYSLER TOWN AND COUNTRY |
Models from 2012
2012 CHRYSLER 200 |
2012 CHRYSLER 300 |
2012 CHRYSLER 300C |
2012 CHRYSLER SEBRING |
2012 CHRYSLER TOWN AND COUNTRY |
Models from 2011
2011 CHRYSLER 200 |
2011 CHRYSLER 200 CONVERTIBLE |
2011 CHRYSLER 300 |
2011 CHRYSLER 300C |
2011 CHRYSLER SEBRING |
2011 CHRYSLER TOWN AND COUNTRY |
Models from 2010
Models from 2009
Models from 2008
Models from 2007
Models from 2006
Models from 2005
Models from 2004
Models from 2003
Models from 2002
Models from 2001
Models from 2000
Models from 1999
Models from 1998
Models from 1997
Models from 1996
Models from 1995
Models from 1994
Models from 1993
Models from 1992
Models from 1991
Models from 1990
Models from 1989
Models from 1988
Models from 1987
Models from 1986
Models from 1985
1985 CHRYSLER CHRYSLER |
1985 CHRYSLER E CLASS |
1985 CHRYSLER FIFTH AVENUE |
1985 CHRYSLER K CLASS |
1985 CHRYSLER LASER |
1985 CHRYSLER LEBARON |
1985 CHRYSLER LEBARON GTS |
1985 CHRYSLER NEW YORKER |
Models from 1984
1984 CHRYSLER CHRYSLER |
1984 CHRYSLER E CLASS |
1984 CHRYSLER FIFTH AVENUE |
1984 CHRYSLER K CLASS |
1984 CHRYSLER LASER |
1984 CHRYSLER LEBARON |
1984 CHRYSLER NEW YORKER |
Models from 1983
1983 CHRYSLER CHRYSLER |
1983 CHRYSLER E CLASS |
1983 CHRYSLER FIFTH AVENUE |
1983 CHRYSLER K CLASS |
1983 CHRYSLER LEBARON |
1983 CHRYSLER NEW YORKER |
Models from 1982
1982 CHRYSLER CHRYSLER |
1982 CHRYSLER CORDOBA |
1982 CHRYSLER E CLASS |
1982 CHRYSLER IMPERIAL |
1982 CHRYSLER K CLASS |
1982 CHRYSLER LEBARON |
1982 CHRYSLER NEW YORKER |
Models from 1981
1981 CHRYSLER CHRYSLER |
1981 CHRYSLER CORDOBA |
1981 CHRYSLER E CLASS |
1981 CHRYSLER IMPERIAL |
1981 CHRYSLER K CLASS |
1981 CHRYSLER LEBARON |
1981 CHRYSLER NEW YORKER |
1981 CHRYSLER NEWPORT |
Models from 1979
1979 CHRYSLER CHRYSLER |
1979 CHRYSLER LEBARON |
1979 CHRYSLER NEW YORKER |
1979 CHRYSLER NEWPORT |
Models from 1977
1977 CHRYSLER CHRYSLER |
1977 CHRYSLER CORDOBA |
1977 CHRYSLER LEBARON |
1977 CHRYSLER NEW YORKER |
1977 CHRYSLER W200 |
Models from 1976
1976 CHRYSLER CHRYSLER |
1976 CHRYSLER CORDOBA |
1976 CHRYSLER LEBARON |
1976 CHRYSLER VAN |
1976 CHRYSLER W200 |
Models from 1975
1975 CHRYSLER CHRYSLER |
1975 CHRYSLER CORDOBA |
1975 CHRYSLER IMPERIAL |
1975 CHRYSLER NEW YORKER |
1975 CHRYSLER NEWPORT |
Models from 1974
1974 CHRYSLER ALL "C" BODY |
1974 CHRYSLER BOAT TRAILER |
1974 CHRYSLER CHRYSLER |
1974 CHRYSLER IMPERIAL |
1974 CHRYSLER NEW YORKER |
1974 CHRYSLER NEWPORT |
Models from 1972
1972 CHRYSLER CHRYSLER |
1972 CHRYSLER IMPERIAL |
1972 CHRYSLER NEW YORKER |
1972 CHRYSLER NEWPORT |
Models from 1971
1971 CHRYSLER CHRYSLER |
1971 CHRYSLER IMPERIAL |
Models from 1970
1970 CHRYSLER CHRYSLER |
1970 CHRYSLER IMPERIAL |
Models from 1968
1968 CHRYSLER CHRYSLER |
Models from 1967
1967 CHRYSLER CHRYSLER |
1967 CHRYSLER IMPERIAL |
Models from 1966
1966 CHRYSLER IMPERIAL |
Warranty Operations Newsletter Volume 2, Issue 2 Updates from Warranty Operations The following articles are published to assist you with processing claims, and they contain valuable pieces of general information to help support our mutual customer 9 Speed Diagnostic Process Tutorial and Claim Processing Requirements The 9 Speed Diagnostic Process Tutorial contains the fault codes most frequently experienced and is designed to guide the technician through multiple procedures for identifying the appropriate actions to be taken. The Warranty Contact Center (WCC) launched on May 12th a specialty team dedicated to processing the claims associated to the 9 speed transmission and all of the LOP group 2100. Recently added to the 9 Speed Diagnostic Process Tutorial is the reference to Claim Support requirements. A claim that does not contain the following 3 items will be returned to the dealer as an unsupported request. Copy of the topology view from the wiTECH to show software levels (Example below). Copy of the Vehicle Scan Report (VSC) from wiTECH 1 or 2 to show prior to repair P-code(s). Copy of the completed RO. It is imperative that the 3 supports listed above are attached to the claim in the first submission into RA to aid in quick claim review and ultimate payment. Failure to follow the 9 Speed Process Tutorial diagnostic and repair detail as it relates to the VSC P-code(s) and detailed within the RO, will result in the claim being returned. A similar statement will appear within the returned claim “Dealer’s claim and RO have been reviewed, based on the information provided the claim is not supported and is not payable. The RO details show that the Technician did not follow the repair process identified in TechCONNECT 9 Speed Diagnostic Process Tutorial. Please review the 9 Speed Diagnostic Process Tutorial for more details.” Service Bulletins, RRTs and CSNs related to 9 speed are available in TechCONNECT by VIN. Steering Wheel Warranty Policy FCA’s policy only covers defects in material, workmanship or factory preparation as it relates to steering wheel damage (i.e. scratch, scuff, cut, etc.). These defects must be noted at delivery on the driver’s delivery receipt to be warrantable. A chargeback can result if not noted at delivery. If the steering wheel is damaged at delivery it must be noted on the driver’s delivery receipt and is to be claimed as Transportation. Page 1 Warranty Operations Newsletter Volume 2, Issue 2 Claim Processing 101 Providing the correct information and support when submitting a claim to Request Authorization (RA) for payment can decrease the number of times a claim is returned with follow-up questions. Here are some tips for making sure a claim is ready for payment the first time it is submitted in to RA: 1. Claim Narrative: Do not use the statement “See Attached” as the only Narrative. GCS now provides in Claim Entry the ability to enter the 3 C’s (Customer Concern, Cause, and Correction). 2. Claim Quality: The LOP selected as the Causal LOP identifies to the FCA Quality department the Concern. This person will look at our claim and understand what Caused the problem and what the technician did to address the Concern. 3. HB4 and HB6 Message Code: When submitting a claim with Message Codes HB4 (Duplicate repair performed during same repair visit within 10 days/200 miles) and HB6 (Duplicate repair performed) for payment, be sure the Narrative and attachment(s) show the history of the customer’s concern. Before the claim can be approved we need a clear understanding of why the current repair would not be a shop comeback. 4. Claim Attachments: Preview the attachment(s) before it is attached to the claim. Many times the details on the attachment are not legible. After the dealer changed the setting on the attachment in Example B the details of the time punch were clear. In Example A, the date or time is not easy to read. NOTE: The maximum size of each attachment cannot exceed 1MB. A single file consisting of multiple documents/pages can be created and saved. For additional details refer to Warranty Bulletin D-14-22 and D-11-58. Page 2 Warranty Operations Newsletter Volume 2, Issue 2 Claim Supporting Documents The documents a Warranty Administrator reviews to prepare a claim are the same documents the Warranty Contact Center (WCC) claim processor will need to review. If you looked at the rental bill, make sure you include a copy of the rental. When preparing a Mopar claim, you looked at the original claim to Type of payment requested NPN Towing Sublet Diagnostic time or Actual time Mopar Claim Rental MVP Claim: Non-CDJRF part, for a competitive make vehicle verify the correct information; make sure you include the original claim for review. Here are a few other attachments the WCC needs to support your request. For additional information, go to the Claim Procedure section of the Warranty Administration Manual (WAM). Type of attachment needed Copy of bill that shows support for amount requested Copy of towing bill (remember, the majority of the time this expense should be reimbursed from Roadside, not a warranty claim) a detailed copy of the sublet bill A detailed copy of the repair order, with all the required authorization and support on the original submission. The Original claim Rental invoice and Rental LOP on claim with part order details Itemized part receipt: showing dealer cost, any core charges and discounts Claim with message code HB4 / HB6 A copy of the ROs related to the history of the vehicle Battery claims Include a copy of the battery test slip Transportation Bag Have you heard of the “Transportation Bag” when reviewing missing ship loose items lately? Here is a sample of what the ship loose items bag looks like. The shipping label will provide you details of the bag content, for example this vehicle has a wheel lock, but does not have a cigar lighter. Make sure you are noting on the Transportation Delivery Slip if the bag is damaged and what is missing from it. Page 3 Warranty Operations Newsletter Volume 2, Issue 2 Useful Claim Check List The Claim Processing section of the Warranty Administration Manual is for overview purposes only. For specific information on entering data in any Claim Entry tab, we recommend you refer to the DealerCONNECT online Help by clicking on the question mark ?. NOTE: Only personnel who have completed the Warranty Administration Fundamentals course will be allowed to use the Claim Entry link in DealerCONNECT. In addition the Warranty Information Center (WIC) article #2490 has the below claim processing check list with helpful tips to assist with common issues found during claim preparation. Page 4 Warranty Operations Newsletter Volume 2, Issue 2 Wheel and Wheel Trim Care As stated in the Warranty Information book “Your warranties don’t cover the costs of repairing damage caused by poor or improper maintenance. Nor do they cover damage caused by the use of contaminated fuels, or by the use of fuels, oils, lubricants, cleaners or fluids other than those recommended in your Owner’s Manual.” Within the Owner’s Manual for Chrysler, Dodge, Jeep, Ram, FIAT and Alfa vehicles is very detailed information on the care of wheel and wheel trim. Following are just some of the highlights you will find in the Owner’s Manual – All wheels and wheel trim, especially aluminum and chrome plated wheels, should be cleaned regularly using mild (neutral Ph) soap and water to maintain their luster and to prevent corrosion. Do not use harsh chemicals or a stiff brush. They can damage the wheel’s protective coating that helps keep them from corroding and tarnishing. If your vehicle is equipped with Dark Vapor or Black Satin Chrome wheels DO NOT USE wheel cleaners, abrasives or polishing compounds. They will permanently damage this finish and such damage is not covered by the New Vehicle Limited Warranty. USE ONLY MILD SOAP AND WATER WITH A SOFT CLOTH. Used on a regular basis this is all that is required to maintain this finish. Claims for wheel that appear to be the result of improper maintenance will be denied. Jeep Wrangler Spare Tire Bracket The spare tire bracket is made with magnesium materials. Grinding on this part could cause a thermal event. DO NOT GRIND ON THIS PART Page 5 Warranty Operations Newsletter Volume 2, Issue 2 Warranty Audit Chargebacks One of the top causes for a Warranty Audit chargeback is Technician ID alteration. Warranty has launched several programs to support the dealer’s ability to have the properly trained technician work on repairs. These programs: New Technician Training Exemption Program, TASC Exemption Program, and Shop Certification Program were discussed in a previous Warranty Operations Newsletter. The Dealer Policy Manual states “You Must maintain the integrity of claim data. You Must Not alter claim data (mileage, dates, VIN and Technician ID) to circumvent message code errors and receive claim payment.” Remanufactured Parts for Warranty Use As a reminder, the Dealer Policy Manual (DPM) states that Mopar Remanufactured Parts are approved and must be used for warranty repairs. This policy is stated in the DPM’s Warranty Reimbursement section. Specific Mopar Remanufactured Parts must be used for warranty repairs. New parts must be used if the vehicle is unsold. Failure to use authorized parts, or to identify nonMopar parts, will result in a non-payment or chargeback of both parts and labor for the applicable portion of the claim. If you use nonMopar parts you must identify them by using “NPN” for the part number on the warranty claim. Use of non-Mopar parts also require Area Manager/District Manager authorization. Normal shop supplies such as general purpose cleaners, solvents, lubricants (tubes or sprays), electrical tape, etc., are not reimbursable separately on warranty claims. Shop supply items claimed on warranty repairs are subject to non-payment or chargeback. Always check STAR Parts for current part supersedence and remanufactured assembly availability. Remember part numbers beginning with “RL” are relabeled OE part numbers and are not Mopar Reman. If an OE (new) component is submitted on a claim, the message code PE1 (Part not covered for repair) will set on the claim and requires a corporate review and authorization via the RA process. In cases of a Cummins diesel engine and automatic transmission/transaxle component that requires a pre-authorization, a request must be submitted to the Powertrain Service Center (PTSC) prior to replacement. If you have a warranty claim processing or warranty policy or procedure question, you can call the Warranty Hotline at 1-888-255-2616 or chat with Live Chat both available Monday – Friday at 8AM - 6PM ET. Page 6 Warranty Operations Newsletter Volume 2, Issue 2 AutoPay – The Numbers Speak Volumes Since the launch of AutoPay last December, nearly 400 dealers have enrolled in the program and are seeing results! We’ll let the data speak for itself. In the US, 10% of all retail dealer warranty claims were paid via AutoPay since April 1st o Total Paid claims: 746,684 o Total AutoPay claims: 77,294 From April 1 – May 16, dealers using AutoPay had an average of 38% of total claim volume paid automatically using AutoPay o D and E size dealers had up to 60% of their total claims were generated through AutoPay Below are some helpful hints to ensure dealers are receiving the maximum benefit of AutoPay with no interruption to service activities. Assigning a claim number using AutoPay: When assigning a claim number to an AutoPay flash there are two options, manually entering a claim number or leaving the claim number field blank to assign the RO number as the claim number. Doing so, speeds up the reconciliation process by allowing the claim number and RO number to be easily matched on the Weekly Cycle Statement. Dealers can also consider adding an “A” at the beginning or end of the claim number to make the AutoPay claims easily identifiable on the claim statement. Notification an AutoPay claim has been processed: Technicians receive confirmation in wiTECH when an AutoPay flash claim has been generated. Ensuring the Warranty Administrator is aware of the flashes processed via AutoPay is critical when processing claims with multiple conditions. Adding “AP” to the tech notes is an effective way to signal the claim was processed via AutoPay. When the Warranty Administrator sees “AP” in RO notes indicating the condition was paid via AutoPay, they are aware no action is required for that condition. Another simple but effective tip is to have the technician write the AutoPay claim number directly on the RO. Lastly, AutoPay has an email option to allow the technician to send an email to the Warranty Administrator to notify and provide the Warranty Administrator no action is required. Behind the scenes, AutoPay is a sophisticated application capable of gathering a great deal of information required to build a claim in a matter of minutes. Once familiar with AutoPay capabilities, and making few minor process changes, dealers can harness the power of this time saving tool. Since AutoPay’s debut, it remains the first and only automatic payment solution in the industry. We continue to look for opportunities to enhance overall performance and are optimistic that a solution will be identified in the near future to allow dealer utilizing batch processing to take advantage of AutoPay as well. Rental On A Mopar Claim It has been brought to our attention that the “GW” process for a Mopar related to rental was setting a message code AC1 (Incorrect authorization code for claim type). On a Mopar claim, you can now use Authorization Code “GW” to approve rental Recall when a repair(s) merits providing the customer with a loaner vehicle. A stand-alone loaner/rental claim is not valid; it must be associated with a valid Warranty, Mopar or Recall repair.” The Warranty Administration Manual states “The Alternate Transportation process applies only to repairs performed under Warranty, Mopar or Sending a rental only Mopar claim to RA will slow down the process when these do not require RA approval. Page 7 Warranty Operations Newsletter Volume 2, Issue 2 Warranty Training Courses by Performance Institute FCA US offers a number web-based self-study courses that can help dealers and their staff develop a sound Warranty Administration system in the dealership. The Performance Institute learning management system allows Course Code Course Name (Type) administrators, mangers and students to effectively conduct and maintain training at FCA US. The following list is of the courses available for Warranty Administration. Target Audience Content Overview WARSV2OL Warranty for Service (VCO) Employees who are new to FCA group dealerships Provides a high level overview of essential warranty knowledge and insider tips that apply to all Service professionals. WARRP2WB Warranty Reports (Web) New managers to FCA group dealerships Designed to educate Warranty and Service personnel about how to read and analyze warranty-related reports WARROS Understanding Repair Orders (VCO) Employees who are new to FCA group dealerships Provides participants with knowledge, skills, and tools that will help them identify the components of a Repair Order and understand how to interpret a Repair Order to assign LOP codes to warranty claims. Topics such as actual time, diagnostic time, finding the proper diagnostic LOP and assigning it are also detailed. WARPT2OL Warranty for Parts (VCO) New Parts department employees Provides a high level overview of essential warranty knowledge and insider tips that apply to all Parts professionals WARPOL Warranty Policy Requirements (VCO) Employees who are new to FCA group dealerships Provides dealership employees with a working knowledge of Chrysler warranty policies and how these policies apply to everyday work. Topics covered include: Warranty policy tools and where to find them, how the Sales and Service Agreement impacts warranty administration, audits and chargebacks. WARLOP Labor Operations (VCO) New employees that will be assigning LOPs to claims Provides participants with everything you need to know about Labor Ops for assigning LOP codes to warranty claims. Participants will gain an understanding of why the labor operation assignment system is important for processing claims, as well as, learn to identify different types of LOP codes and how to identify primary and related LOPs. WARDCT DealerCONNECT Tools for Warranty Administration (VCO) Employees who are new to FCA group dealerships Features techniques for using various DealerCONNECT tools like VIP, TechCONNECT, the Global Recall System and others for assigning Labor Operations and processing warranty claims. In addition, this VCO looks at the service process and the overall impact it has on warranty administration. WARCOV Understanding Warranties Coverage’s (VCO) Employees who are new to FCA group dealerships Reviews Chrysler warranties and identifies where to get information on Chrysler warranties. Topics covered during this session include: Basic Limited Warranty details, limitations to the basic limited warranty, what’s covered and what’s not, emissions warranty, heavy-duty truck warranty and additional warranties such as powertrain and Mopar WARCLM Claims Processing (VCO) New employees that will be processing claims Provides participants with the knowledge and skills necessary to process warranty claims and to correct warranty claims that are rejected due to incompatible LOP assignments. This training also covers Claim Entry, Claim Corrections, Payments and Chargebacks, as well as, steps to complete the Claim process once it has been paid. WADWINWB Introduction to DWIN (Web) New managers to FCA group dealerships This course introduces Warranty Administrators and Service Managers to the Dealer Warranty Information Network (DWIN). Page 8 Warranty Operations Newsletter Volume 2, Issue 2 2016 Warranty Bulletin Highlights Bulletin # Subject Release Date D-16-01 (X62) Hydraulic Clutch Master Cylinder/Reservoir Hose – 2013-2015 Dart/2014-2015 Cherokees Jan 8 D-16-02 (X60) Fuel Tank – 2004-2005 Chrysler Town & Country / Dodge Caravan / Grand Caravan (Rev. A) Feb 25 D-16-03 “Can/Am” Warranty Coverage – 595 and 596 WCC Feb 12 D-16-04 Automatic Labor Rate Increase (ALRI) - 2016 Jan 30 D-16-05 (X66) RB5 & RB6 8.4 Nav Radio – 2014-2015 Dodge Dart Enhancements to Vehicle Digital Imaging (VDI) Process Removal of 9-Spd 948TE Trans from the Powertrain Service Center (PTSC) Pre-Auth Program Technician Training Edits TT3 / TT5 / TT6 – Are Not Eligible for RA Submission to the WCC D-16-06 D-16-07 D-16-08 March 1 April 8 March 3 March 8 Fast Feedback Program and VIP LOP Restriction Warranty Bulletins are located in COMDASH Page 9