SMB17-021-2019-0

VOLVO CAR
SERVICE AND PARTS BUSINESS
Service Manager Bulletin
TITLE:
Vehicle Transport Handling Procedures and Policy
GROUP:
NO:
ISSUING DEPARTMENT:
CAR MARKET:
17
021
Vehicle Outbound Logistics
United States and Canada
REFERENCE BULLETINS:
Service Personnel:
Read and initial
SERVICE
MANAGER
SERVICE
WRITER
ISSUE DATE:
STATUS DATE:
2019-02-25
2019-02-25
WARRANTY
ADMINISTRATOR
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“Right first time in Time”
RETAILER ACTIONS
TIME LIMITS
• Transport damage – carrier notification and claim filing must be done within 24 hours of delivery (or
next business day).
• Hidden damage (This is damage to undercarriage or inside of tires/wheels not visible during a
live delivery. This does not include damage under a cover.) – For business hours deliveries carrier
notification and claim filing must be done within 48 hours of delivery (excluding weekends and
holidays).
• For repairs that are estimated below $1,000 repair can begin immediately upon submission of claim.
For repairs that are estimated to exceed $1,000 repair must await Unicar approval to proceed.
DELIVERY RECEIPT PROCESS
All vehicles, regardless of their condition, must be accepted by the dealer at time of delivery. In the event
a vehicle is returned to Volvo Cars a Return to Port request is to be made. The process is detailed below.
ATTENDED DELIVERY (when dealer personnel are present)
Dealer must inspect vehicles for transport damage immediately upon receipt (and before the driver
departs). A Vehicle Condition Report (VCR) must be filled out by the dealer and signed by the driver.
Photos of the damage must be taken. VCR, photos, and a copy of the delivery receipt must be sent to
Unicar and the carrier within 24 hours of delivery (or next business day).
Produced in the USA and available as an electronic document. Hard copy documents are printed in USA on recycled paper containing
a minimum of 50% wastepaper and 10% post-consumer waste.
© 2019 VOLVO CAR USA, LLC
Service Manager Bulletin 17-021
SUBJECT TO INSPECTION (STI) DELIVERY (outside business hours)
Dealer must inspect the vehicle for transport damage within 24 hours of delivery (or next business day).
VCR, photos, and copy of delivery receipt must be sent to Unicar and the carrier within 24 hours (or
next business day).
COVERED CAR ATTENDED DELIVERY
Dealer must inspect the car cover, driver door, tires, wheels, windshield, under carriage and driver seat
at time of delivery. If there is damage to the car cover take photos of the damaged cover then remove the
cover and inspect the uncovered vehicle. Send VCR (noting both damage to cover and vehicle), photos
(of both cover and damage to vehicle), and copy of delivery receipt to carrier and Unicar within 24
hours.
COVERED CAR STI DELIVERY
Inspect the car cover, driver door, tires, wheels, windshield, under carriage and driver seat within 24
hours of delivery. If there is damage to the car cover take photos of the damaged cover then remove the
cover and inspect the uncovered vehicle. Send VCR (noting both damage to cover and vehicle), photos
(of both cover and damage to vehicle), and copy of delivery receipt to carrier and Unicar within 24
hours.
The difference between transport and warranty damage is covered extensively in the linked document,
“Vehicle Inspection and Transport Damage Claims Instructions”, below.
For additional information on covered car claims process please see the linked document “Vehicle
Inspection for Covered Cars”.
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2019-02-25
Service Manager Bulletin 17-021
INSPECTION PROCESS
Inspection on covered cars must include the car cover, driver door, tires, wheels, windshield, under
carriage and driver seat. When the cover is removed a full inspection of the vehicle should be completed.
Inspection of an uncovered vehicle should follow the below diagram:
2019-02-25
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Service Manager Bulletin 17-021
CLAIM SUBMISSION
1. When damage is identified a VCR must be filled out detailing all of the damage on a vehicle. Driver
signature is required for attended deliveries.
2. Take photos of the damage; one close-up photo that shows the damage, one that shows the area
affected. If the unit is covered photos of the damaged cover are needed.
3. Submit VCR, photos, and copy of delivery receipt to Unicar and the carrier who made the delivery.
This must be done in accordance with the timeframes mentioned in the delivery receipt section
above. Unicar and carrier contacts are listed below.
4. Submit repair estimate to Unicar
5. Unicar will reply with requests for additional information if needed. If claim submission is complete
and no additional information is required Unicar will reply with claim acceptance or rejection.
6. After receiving claim acceptance dealer will issue an invoice to Unicar. Invoice must include the
following information:
-- VIN
-- Retailer bank account
-- Retailer Swift Code
-- Unicar VAT number: GB997944629
-- Unicar address:
Unicar Claim Management
Old Bank House,
49 High Street,
Earls Colne,
Colchester,
Essex C06 2 PB
United Kingdom
Payment will be made 30 days after receipt of dealer invoice.
RETURN TO PORT REQUESTS
Return to port vehicles are acceptable only when severe damage occurred prior to the dealership
receiving the vehicle. Any damage incurred while in the care of the dealer will not be accepted for return
to port requests.
As detailed in this document the standard Volvo vehicle inspection and claim process must be followed
prior to a return to port being granted. If the inspection and claim submission process has been followed
the dealer may submit a Return to Port Request form to Unicar and Volvo Cars along with the VCR,
photos and delivery receipt.
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2019-02-25
Service Manager Bulletin 17-021
Contact:
Volvo Cars - [email protected]
Unicar - [email protected]
If the request is granted the damaged vehicle will be picked up from the retailer within 5 business days.
ADDITIONAL INFORMATION
For more detailed information on any of the topics included in this document, including the Return to
Port Request form, please refer to the linked documents below.
VRC Instruction – link
Inspection and damage claim process – link
Covered vehicle inspection – link
Return to port request form – link
NOTE: For claims disputes that have not been resolved to your satisfaction or other questions,
please contact Volvo Outbound Transportation department. Dennis Smith 843-934-8202.
[email protected]
2019-02-25
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