Volume 2, Issue

Warranty Operations Newsletter
Volume 2, Issue 3
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.
Claim Basics - Supporting Documents
The documents a Warranty Administrator reviews at
the dealership to prepare a claim are the same
documents the Warranty Contact Center (WCC) claim
processor will need to review as claim attachments.
For example, 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 verify
the correct information; make sure you include the
original claim for review.
Below are a few other attachments the WCC needs to
support your request and the associated communication
source.
Released in 2011 is Warranty Bulletin D-11-58
announcing the enhancement to the Claim Administration
process which allows for supporting repair / service
Type of payment requested
NPN
Towing
Sublet
Diagnostic time or Actual time
documents to be attached directly to RA claims and the
launch of an improved narrative feature.
We recommend you refer to the DealerCONNECT online
Claim Entry Help Document for specific information on
entering data. To access from the Claim Entry tab click
on the blue question mark (?).
The opening statement of the Warranty Administration
Manuals “There are three key steps to efficiently and
effectively process claims:
 Ensure all required information is provided on
the RO and supporting documentation.
 Verify the completeness and accuracy of
warranty repair information.
 Submit the completed claim information to FCA
US in a timely manner.
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
Mopar Claim
Rental
MVP Claim: Non-CDJRF part, for a
competitive make vehicle
Claim with message code
HB4 / HB6
Rental invoice and Rental LOP on claim
with part order details
Itemized part receipt: showing dealer
cost, any core charges and discounts
A copy of the ROs related to the history
of the vehicle (need a clear
understanding of why the current repair
would not be a shop comeback)
Reference Source
WAM>Claim Procedure>Request for
Authorization and
Warranty Bulletin D-11-58
WAM>Claim Entry>Towing
WAM>Claim Entry>Sublet
WAM>Claim Procedure>Request for
Authorization and
Warranty Bulletin D-11-58
WAM>Claim Procedure>Request for
Authorization and
Warranty Bulletin D-11-58
WAM>Claim Entry>Alternate
Transportation
WAM>Claim Procedure>MVP
WAM>Claim Procedure>Request for
Authorization and
Warranty Bulletin D-11-58
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Warranty Operations Newsletter
Volume 2, Issue 3
Continued from page 1…
Type of payment requested
Type of attachment needed
Reference Source
WAM>Claim Entry>Battery and
Battery Replacement/Battery Testing
Copy of the topology view, Vehicle Scan
Warranty Bulletin D-16-14 and
9 Speed
9 Speed Diagnostic Process Tutorial
Report, and the completed RO
Copy of the topology view, Vehicle Scan
Warranty Bulletin D-16-20 and
8 Speed
8 Speed Diagnostic Process Tutorial
Report, and the completed RO
The WAM’s Claim Procedure section states:
Claim and supporting documentation are still subject
“Additional documents may be required based on claim
to audit.”
review.
Three (3) attachments per claim submission are
Our goal at the WCC is to strive for consistency when
allowed.
asking for supporting documentation. Your assistance in
A single file consisting of multiple documents / pages
attaching the documents the Warranty Administrator
can be created and saved (pdf, xls, xlsx). The retention of
reviews to prepare a claim at initial dealer claim entry
files will be a responsibility of the dealership and will not
will benefit us all during WCC claim review.
be stored by FCA.
Battery claims
Include a copy of the battery test slip
WK Shifter Bezel Collateral Damage
Two steps (if not performed correctly) will damage the
bezel assembly when doing the Recall S28 Shift Interlock
Solenoid Electrical Connectors as follows:
1.
2.
Removal of the shift bezel:
 Detaching the bezel from the center console: A
t rim stick must be used to prevent damage and
it must be used to pry the attachment points.
The technician must work the trim stick around
the bezel, not pry on one side and pull off. To
do so will fracture or will break the attachment
anchors from the bezel (see Figure 2).
Removal of the gear selector boot: If a plastic trim
stick is not used, damage to the plastic can occur.
The boot must be pried off at the attachment points
(see Figure 1). There is high retention on the boot to
the bezel and if not carefully performed, may cause
the technician to think that the boot is part of the
chrome ring, hence the technician trying to pry the
chrome ring from the bezel. This may be caused by
technicians not familiar with the design/vehicle.
Figure 2

Figure 1
Damage to the bezel in each of the steps can be
caused by removing these parts using a screw
driver or other sharp instrument. You will most
likely find scratches or cracking of the outer ring
on the bezel. Additionally, in some cases, you will
also find the attachment anchors broken because of
high retention of the anchors to the center console
and improper removal of the bezel.
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Volume 2, Issue 3
Continued from page 2…
Technicians should be able to perform this task with little
difficulty. The problem arises when a technician not
experienced in hard trim removal attempts this procedure.
The technician may use any tool available or pry up on
one side of the bezel and forcefully pull on the part to
remove causing damage. Other damage occurs when the
bezel is not installed correctly i.e. not aligning the
anchors to the clips in the center console.
Improper removal may result in parts being charged
back.
New Vehicles Sold with Lot Rot
It is the responsibility of the dealer to ensure that
customers do not receive a vehicle that may be subject to
“lot rot”. Lot rot is a condition that can occur on vehicles
that remain stationary for long periods of time. Two
areas that are greatly affected by lot rot are tire flat
spotting and the brake rotor corrosion.
Below are brake rotor examples for vehicles that
remained stationary too long, which cause corrosion
between the caliper and rotor from moisture. The effects
of this will result in a noise and/or vibration complaint.
Dealers are instructed to periodically move vehicles to
help prevent lot rot. In addition, dealers are instructed to
perform a final road test to ensure that if lot rot does
occur, the condition can be corrected prior to customer
receiving their new vehicle.
Please also refer to the Base Brake System Diagnosis and
Testing instructions in the Service Information for more
information.
Changes to the New Vehicle Preparation (NVP) process
have been recently implemented to help ensure customers
receive vehicles that do not exhibit lot rot. Refer to the
“Vehicle Storage” and the “Final Detail and Inspection”
sections of the NVP form and NVP instructions.
3.6L/3.2L Cylinder Head Bolt Removal Caution
CAUTION: DO NOT use an impact gun or any type of
power tools to break loose and/or remove the head bolts.
This can cause the threads to pull out of the block with
the bolts. This is not warrantable.
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Warranty Operations Newsletter
Volume 2, Issue 3
Correct R1234YF Machine Usage
We are in the busy time of A/C season and once again the
Warranty Contact Center (WCC) is seeing many claims
that are not supported because the A/C slip does not
support the repair. As a reminder, when your technician
charges a vehicle the technician MUST enter the correct
system charge into the machine. The correct charge
amount is found in TechCONNECT, in section 4 –
Vehicle Quick Reference. If the charge amount is not
updated, the machine will default to .590kg.
To confirm the amount let’s review the below resources.
We have heard dealers say the machine automatically
adjusts the fill amount, but that is not correct. The
technician MUST enter the system fill for the correct
value, claims submitted with the default value of .590kg
because refrigerant amount documented on the claim is
incorrect for vehicle model and are not approved by the
WCC.
If by some chance the slip to support the repair is not
printed at the time of the repair the machine has the
ability to reprint store data. The slip will show the
statement “stored data” as shown here.
First we need the Robinair, Recover, Recycle, Recharge
Machine for R1234YF A/C Systems owner’s manual
which can be found in WIC article #2500.
Now we need to review the Recharge the Vehicle A/C
System section. The instructions are to enter the VIN and
adjust the machine display. The machine will have a
default setting of .590kg (as shown in the insert). The
technician MUST enter the refrigerant charge amount
found in TechCONNECT for the specific vehicle, or the
machine will stay at the default.
This is a required document to be submitted for warranty
claim approval. Warranty Bulletin D-14-20 states
“Vehicles equipped with R1234YF (sales code XFC) will
follow this process.
 A copy of the repair detail slip printed by the A/C
machine must be attached to the RO.
 Claims with quantity of 3 or more ounces will
reject for part cost excessive and will require RA
authorization. Claims submitted into RA must
include a copy of the repair detail slip printed by
the A/C machine to support the quantity of
refrigerant requested.”
We hope this helps reduce your frustration with claim
processing related to vehicles with R1234YF.
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Warranty Operations Newsletter
Volume 2, Issue 3
LOPs for Full Wheel Alignment
Or Steering Wheel Center Repairs
We are seeing cases where the incorrect LOP(s) for full
wheel alignment or steering wheel center repairs are
being submitted on Warranty claims.
To better assist dealers in selecting the correct LOP, the
following enhancements were made:
 8-digit level description added to LOP 02-00-01-xx
(full wheel alignment) and 02-00-02-xx (steering
wheel center) RWD
 8-digit level description added to LOP 02-00-01-xx
and 02-00-02-xx FWD
 WIC article #1861 updated with the following text:
In cases when a “full wheel alignment” is performed,
dealers must use LOP – 02-00-01-xx.
LOP 02-00-01-xx includes: adjust camber, toe, center
steering wheel and installation of camber bolt package
and clear steering and pull compensation with wiTECH
where applicable.
In cases when only a “steering wheel center” is
performed, dealers must use LOP 02-00-02-xx.
LOP 02-00-02-xx includes: Set front toe only or front
and rear toe where applicable.
NOTE: Claims are subject to partial or complete
chargeback for failure to use the correct LOP number.
Nameplate as Failed Parts for Labor-Only Repair
When a paint repair requires a Nameplate or molding
replacement, be sure to identify the 0000MATL part as
the Failed Part (see example below). Do not code the
Nameplate or molding as the failed part. List the
Nameplate as a secondary part.
Utilize the Repair Pre-Authorization LOP Checker
located in DealerCONNECT>Service>Warranty
Administration to verify if a LOP is part of the PreAuthorization Program.
Coming Soon – Quick Claim Builder
Our quest to improve your dealer’s operational efficiency
continues. The launch of AutoPay last year has proven to
dramatically reduce warranty claim processing time.
This year, we have yet another time saving tool that will
be available to dealers taking advantage of wiADVISOR.
In a given year roughly 10 million simple, single
condition claims will be processed for MVP, Recalls and
Flashes. Of those close to 634,000 claims are processed
just for oil changes and tire rotations alone. You don’t
have to do the math to realize how streamlining the claim
submission process improves overall efficiency. We are
going one step further by developing yet another time
saving solution, Quick Claim Builder (QCB). This tool
will take claim processing to the next level by improving
your overall warranty management, driving efficiency
that will ultimately increase your dealer’s bottom line.
Watch for the launch of Quick Claim Builder later this
year.
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Warranty Operations Newsletter
Volume 2, Issue 3
Windshield Wiper Warranty Policy
Wiper blades, when are they warranty and how to ship
parts return. Windshield wiper elements are warranted
for defects in material, workmanship or factory
preparation for 12 months or 12,000 miles, whichever
occurs first.
must be tested prior to replacement. In many cases,
cleaning will correct performance issues. Blades that are
torn or have obvious damage from ice scrapers or other
outside forces are not warrantable. When blades are
returned to FCA, ensure that packing tape does not come
into contact with the wiper element.
Blade elements and windshields must be cleaned with a
rag and wiper fluid. After cleaning, wiper performance
Examples of Potential Customer Abuse / Chargeback Conditions:
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Warranty Operations Newsletter
Volume 2, Issue 3
Enhanced Customer Satisfaction
FCA US LLC was pleased to announce important
changes to the Enhanced Customer Satisfaction (ECS)
Program with changes that took place July 5, 2016 in
Warranty Bulletin D-16-16.
The ECS Program is still based on a statistical tool that
looks at ownership history and predicts a customer’s
level of dissatisfaction. As in the past, dedicated
corporate technical resources will continue to provide a
high level of technical assistance for vehicle diagnosis
and repair and Customer Care will address customer
concerns to drive increased brand loyalty.
What’s changing: Dealer pre-authorization for
claims approval and payment will no longer be
required.
As part of the new program, Customer Care will
proactively reach out to identified customers to ensure
recent vehicle concerns have been satisfactorily
addressed. When an ECS vehicle arrives at a dealer, a
message will display in VIP and wiAdvisor indicating
that the vehicle qualifies for the Enhanced Customer
Satisfaction (ECS) Program. Dealers are expected to
review the repair history of the vehicle and to seek
technical assistance for diagnosis or repair if needed.
However, dealers are no longer required to call for preauthorization. Claims should be submitted under normal
warranty guidelines.
The overall intent of the program is to identify customers
with a history of repair issues and proactively resolve
their concerns while preserving their confidence in the
product. This requires a combined effort on the part of
the Dealer, Technical Service and Customer Care.
Collectively we can ensure a positive customer
experience.
Thank you for your continued support of the ECS
Program.
Warranty Hotline & Live Chat Buzz
Keeping you informed of the top incoming questions.
We will provide insight from our Hotline and Live Chat agents.
Correction of Mileage Discrepancy Error
 When a claim set HA1 (odometer discrepancy)
and/or CC2 (odometer reading is less than the last
reported odometer reading) you must utilize the
RA process and submit the claim for review by
the WCC. Be sure to include appropriate narrative
and documentation on the claim validating the
mileage discrepancy error.
In cases where a vehicle has an active MVP plan
dealers must also contact the MVP Application
Group (800-541-4612) to have the mileage
corrected.

In cases when an odometer reading needs to be
updated without a claim, you should submit a WIC
inquiry via either “Ask a Question” or Live Chat.
Please include the following documentation in your
request.
o Picture of the odometer displaying current
mileage
o Picture of the VIN Plate
Once an action has been taken, you will be notified
in the response to your inquiry.
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Warranty Operations Newsletter
Volume 2, Issue 3
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
March 1
D-16-06
Enhancements to Vehicle Digital Imaging (VDI) Process
April 8
D-16-07
Removal of 9-Spd 948TE Trans from the Powertrain Service
Center (PTSC) Pre-Auth Program
March 3
D-16-08
Technician Training Edits TT3 / TT5 / TT6 – Are Not
Eligible for RA Submission to the WCC
March 8
D-16-11
(X64) HVAC Blend Door Actuator – 2014-2015 Dodge
Grand Caravan and Chrysler Town & Country (RT)
May 25
D-16-12
Time Punch Requirement Exemptions
May 26
D-16-13
Consumer Goodwill Program Guidelines – National Launch
Rev. A
July 5
D-16-14
9 Speed Claim Processing Requirements
June 1
D-16-15
(X63) Exhaust Gas Recirculation (EGR) Valve
June 30
D-16-16
Vehicle Restriction Program – Enhanced Customer
Satisfaction (ECS) Changes
D-16-19
DIPAP Requirements – Addition of Front and Rear Seat
Covers
August 1
D-16-20
8 Speed Claim Processing Requirements
August 2
D-16-21
Mopar Remanufacture Parts for Warranty Use
August 2
July 5
Fast Feedback Program and VIP LOP Restriction Warranty Bulletins are located in COMDASH
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