6th Edition 2015

Warranty Operations Newsletter
Volume 1, Issue 6
Updates from Warranty Operations and Customer Care
The following articles are published to assist you with processing claims, contain valuable pieces of
general information and support for our mutual customers.
wiADVISOR Success Stories
Coming Soon dealers utilizing wiADVISOR and wiTech 2.0
will be able to take advantage of AutoPay; automatic claims
processing for Warranty claims. Details to be announced
soon. Check out what dealers are saying about
wiADVISOR.
“wiADVISOR is fantastic and it is easy to use. It provides
everything that my Service Advisors need to communicate
to our customers.”
efficient and the customers are showing a true excitement
when able to view their Chrysler Maintenance first hand.”
Service Manager, Lake Norman Chrysler Dodge Jeep Ram
“wiADVISOR provides the customer with consistency. From
an Advisor with little experience to an Advisor with years of
experience; you are presenting to the customer the same
way.”
Fixed Operations, Schaefer & Bierlein
Service Manager, Jake Sweeney Chrysler Jeep Dodge Ram
“In the past, when a customer would come into the service
center, the service advisors would come out with a pad of
“wiADVISOR has made my Service Advisors more efficient
paper, take down notes, then go put them in a computer.
on the Service Drive and ensures that every customer has
Now we have these microPOD connectors that connect into
the same experience. It is a simple thing but when we test
the car under the dash and interfaces directly with Chrysler.
the battery for voltage it provides validation for the customer
We can do in 10 seconds what typically takes 30 minutes or
that we are being thorough with their vehicle diagnostics.”
more.”
Parts & Service Director, Adams Jeep of Maryland
Co-Owner, Gator Chrysler Dodge Jeep
“As a Service Manager of a participating wiADVISOR
dealership, I would recommend it to anyone looking to
better their fixed operations results. The Advisors are more
wiADVISOR dealers using AutoPay to process flash repairs can
achieve up to a 42% reduction in claim processing time.
Recall R40 - Managing Flash Repairs
In 2014, we reduced the Skill Level Training requirements
from Skill Level 1 to Skill Level 0 on select flash/reprogram
repairs, giving you flexibility to better manage “flash”
updates like Recall R40 “Radio Security Vulnerability.”
NOTE: There is no requirement for technician Skill Level on
Recall repairs.
and assist you with flashing vehicles in your inventory
associated to Recall 40.
An update to the R40 service instructions with regards to
Completion Reporting and Reimbursement, a new Related
LOP 18-R4-01-50 (Radio, Software – Create USB Jump Drive)
has been issued. This new Related LOP terminated the
Primary LOP 18-R4-01-83 (Create USB Jump Drive from CD or
UCONNECT).
This Skill Level change partnered with a flash having
specific labor times associated means time punches are not
needed. These 2 very important facts – Skill Level 0 (i.e.
your Lube Tech) and no “flash” time punches required – will NOTE: Recall flash claims and USB flash will be exempt
help your Service department manage traffic more efficiently from AutoPay.
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Warranty Operations Newsletter
Volume 1, Issue 6
Alternate Transportation Guidelines
Alternate Transportation guidelines were published in
Warranty Bulletin D-15-15 that launched July 1, 2015.
Key alternate transportation enhancements include:
 Up to 10 calendar days of Alternate
Transportation can be allowed by the designated
dealer management person without AM or
corporate pre-approval.
 Same day Alternate Transportation no longer
requires vehicles to be left overnight.
 Up to 2 days of Alternate Transportation
allowance while vehicle is being diagnosed with
supporting documentation.
 Alternate Transportation that may be covered
under both MVP (F) and Warranty (W) should be
first submitted as a Warranty (W) type claim.
 Increased the reimbursement rates for
competitive loaner vehicles up to $35.
Dealers must make every effort to order parts
requirements including Special Handling to take care
of the customer.
See the Warranty Bulletin’s Frequently Asked
Questions and associated WIC articles regarding
Alternate Transportation.
R1234YF Fill Limit Specifications
The Robinair Refrigerant Machine defaults at .590 kg fill
capacity which is greater than all current CDJRF vehicles
using R1234YF. Please refer to the following path
within TechCONNECT which will provide actual VIN
specific capacity: VIN > Service Info > 4 – Vehicle Quick
Reference > Capacity > Specifications > Specifications >
A/C Refrigerant System.
To program your Robinair Refrigerant Machine refer
to the User Manual.
Journey 2.4L Engine Cover Change
A recent decision at FCA was made to eliminate the 2.4L
engine cover from all JC Journey vehicles effective with
units built after May 26, 2015. Vehicles as received at
dealerships will not have the engine cover or plastic ball
studs for attachment. There is no degradation in vehicle
performance and the engine cover will not be honored
under the warranty replacement for vehicles built after the
above decision date.
Active Grille Shutters and Impact Damage
Active grille shutters that have impact damage (i.e. rock,
collision or another other environmental impact) are not a
warrantable claim. Road debris and collision damaged
components will need to be claimed by the vehicle owner
with their insurer.
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Warranty Operations Newsletter
Volume 1, Issue 6
Powertrain Service Center (PTSC)
Recent changes to the PTSC phone (1-866-262-817)
menu prompt can be quickly maneuvered by following
these recorded prompts:
#3 – Parts information or status of shipment
#4 – PTSC request for pre-authorization increase or
have a pre-authorized claim paid
#1 – Computer system issues which prevents submitting
a request
#2 – Warranty Hotline for claim assistance (for your
convenience the number is 1-888-255-2616)
Looking for information regarding reman application, you
will need to contact STAR Parts.
Just How Important is
Accurate Information for Parts Return
Many of you are engaged in the return of parts to the
Quality Engineering Center (QEC). It is essential that the
correct parts be returned with the respective claim
paperwork. Without the correct parts for the claim it is
impossible to correlate the failure of the returned part to
the customer complaint or even to the original vehicle that
the part was installed on.
When parts are flagged for return it is for warranty
analysis in order to help identify product issues and to
enable continuous product improvements. We are seeing
a growing number of cases where the part returned does
not align with the vehicle on the warranty claim. FOBICs,
FOBIC batteries, TPM Sensors and Park Sense Sensors
have all seen high volumes of returned parts that can’t be
used for the intended purpose.
Please take extra effort to ensure 100% accuracy when
packaging parts for return to the QEC. Review the
Warranty Administration Manual in the Parts section for
details surrounding parts return. Parts returned not
matching the warranty claim may be subject to
chargeback.
Using Parts Specified for a Recall Repair
When a part is called out in a Recall repair process, it is
important to make sure the technician completing the
repair uses all the parts identified in the Recall document.
By following this simple principle, you will avoid a Recall
claim from being denied.
A claim without the correct parts will cause message
codes that delay claim processing, Warranty Message
Codes like LH1, LH4 and PK2 may cause delays. Claims
properly prepared with the correct parts and LOPs will
process quicker.
We have been seeing claims submitted without seals,
nuts or even complete parts in the cases of taking apart
an assembly and only using a portion.
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Warranty Operations Newsletter
Volume 1, Issue 6
Customer service is not a department, it’s everyone’s job!
Courtesy Transportation Program Launched July 1
Three weeks after launching the program, over 1,300
dealers have enrolled!
Building solid relationships with your customers is vital to
the long-term success of your dealership. The Courtesy
Transportation Program (CTP) strengthens this
relationship and improves the overall customer
experience by providing no cost, like-vehicle alternative
transportation while your customer’s vehicle is being
serviced. The program minimizes disruption for the
customer by getting them back to their busy day, and
offers dealers incentives for stocking and managing a
loaner fleet. Programs like these provide ease and
convenience to your customers and differentiate your
dealership.
You’ve already received a number of announcements
regarding the program which are conveniently located in
DealerCONNECT, under the Home tab.
With your partnership, programs such as the CTP will
contribute to creating a great experience for our
customers and foster long term loyalty to your dealership
and our Brands.
Contacting Customer Care – Customer Lines
Customers can contact Customer Care 24/7 at any of the following numbers:
Jeep
RAM
FIAT
877-426-5337
866-726-4636
888-242-6342
Dodge
Alfa Romeo
Chrysler
800-423-6343
844-253-2872
800-247-9753
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