SMB17-2020-2019-

VOLVO CAR
SERVICE AND PARTS BUSINESS
Service Manager Bulletin
TITLE:
Retail Car Delivery Process MY 2020
GROUP:
NO:
ISSUING DEPARTMENT:
CAR MARKET:
17
2020
Service Operations
United States and Canada
REFERENCE BULLETINS:
CPI 23-2018, SMB 17-020, 17-021, TJ 29233, 31543, 33201
Service Personnel:
Read and initial
SERVICE
MANAGER
SERVICE
WRITER
ISSUE DATE:
STATUS DATE:
2019-04-30
2019-04-30
WARRANTY
ADMINISTRATOR
Page 1 of 6
“Right first time in Time”
To ensure the highest-quality experience to our customers, new vehicles must be delivered to the customer
with the latest PDS software (see page 4). The installation of the software must be within five days of the
physical delivery to the customer. PDS payment is subject to debit where it is found that software was
not installed accordingly. The Pre-Delivery Service (PDS) and Vehicle in Stock Maintenance is to be
performed as per VIDA.
It is necessary to follow all Volvo stock maintenance and Pre-Delivery Service (PDS) procedures as
outlined in VIDA. This includes keeping vehicles in transport mode and performing the PDS as close
to customer delivery as possible (within 5 days). It is imperative that the vehicle has a healthy, fully
charged battery at the time of customer delivery.
Vehicle batteries and tires are especially sensitive to aging.
Failure to follow prescribed routines may result in claims denial.
Additionally, starting MY19, transport mode offers new features including state of charge in the driver
display, tracking of past maintenance and the time until next maintenance is required. Leaving transport
mode deletes this data and no longer provides this useful data.
Upon vehicle receipt at your facility, you should be checking the battery state of charge and starting
your maintenance plan per the schedule in VIDA.
Ensuring a problem-free delivery and following the PDS process is everyone’s responsibility.
It is important that the entire Service and Sales staff be aware of changes since the November 2017 software
update which brings the ability to authorize or deny data collection on services that require it. More
information can be found in TJ 33201 or by looking at the VCUSA support website:
Privacy Settings. Any settings enabled for testing must be disabled prior to releasing the car.
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 17-2020
This bulletin contains information on the following steps which make up the Retail Car Delivery Process.
• Vehicle inspection procedure (Truck Delivery)
• Pre-Delivery Service (PDS)
• Vehicle in stock maintenance
• Vehicle Delivery (Customer Delivery)
The following outlines the Retail Car Delivery Process (RCDP). The basic structure of the RCDP is:
1.
2.
3.
4.
5.
Truck Delivery Vehicle Inspection
Stock Maintenance - proper care and maintenance of vehicles in retailer inventory
PDS - PDS Mechanical and PDS Detail* (see SMB 17-020)
Delivery of Vehicle to customer
Celebrate delivery of vehicle with customer and staff
We encourage you to ensure that these PDS processes are fully understood and implemented. These
processes are geared towards assuring high-quality retail delivery and completely satisfied customers.
Item 1 – Truck Delivery U.S. – All vehicles must be thoroughly inspected at time of delivery by truck
to your facility. Guidance documents with instructions as to the submission and handling of claims can
be found at: www.ucmglobal.com/volvo.
Refer to SMB 17-021 for all transport related Policy and Procedures.
Item 2 – Stock Maintenance – This checklist describes activities that must be performed every 30 days
in order to keep the car in the freshest possible condition. PDS - Final/Detail should be done just prior
to delivery to the final customer.
In VIDA - Profile the vehicle:
Information
Service Programs
0 Administration
05 Transport, vehicle storage and driving regulation
Stock maintenance checklist
Print out checklist
Item 3 – PDS, Pre-Delivery Service – A process to ultimately deliver a better quality product to the end
user.
We suggest that the “technician” take ownership of the PDS to make certain the vehicle is being
inspected correctly. The technician will be responsible for the entire vehicle, the detail person
responsible for the appearance of the vehicle and the salesperson is responsible for the customer
experience. PDS should not be looked at as a fill-in job in the shop but as the first impression our
customer has when he or she purchases a Volvo.
Also note that the PDS Checklist must be signed by the Technician, Detail Person and the Salesperson
responsible for that vehicle. This will ensure that the work performed and the cleanliness of the vehicle
meet the needs and expectations of the Volvo owner. As one of the last people in the Retail Store to hand
off the new Volvo to its owner, the Salesperson must ensure the integrity of the product and make certain
all is in working order. The PDS Checklist must be attached to the R.O. and retained in the vehicle file.
Page 2 of 6
2019-04-30
Service Manager Bulletin 17-2020
The PDS Checklist must be signed by the Technician, Detail Person and
Salesperson responsible for that vehicle.
Item 4 – Customer Delivery – Delivery preparation is the first opportunity to create customer
satisfaction and customer loyalty. The objective is to deliver a new Volvo that is 100% perfect.
Reset service reminder light. It is important the customer gets a full cycle of 10,000 miles/ 16,000
km or 1 year from the delivery date before the reminder light illuminates.
Delivery Phases:
ü Vehicle Preparation
ü Stage the Car
ü Demonstration of Features
ü Documentation/Owner’s Information Materials*
ü Tour Facility
ü Leather Care Wipes (for light interior cars)
* Owner’s Manual, Warranty Manual, On Call Guide, Leather Care Wipes, SiriusXM Guide and other
Owner’s Information.
The sales consultant is responsible for making the delivery of a new Volvo a well planned, memorable
event. Time and special attention must be given to the new owner, effectively communicating the
Retailer’s commitment to the customer’s complete satisfaction.
PRE-DELIVERY SERVICE (PDS) REIMBURSEMENT SUBMISSION PROCEDURES
PDS will be paid at the time of wholesale to the wholesaling retailer. Payment will appear on the Weekly
Transaction Statement under the PDS section. Claims will be identified by the prefix “C” and the last six
digits of the VIN.
The PDS will continue to be subject to all administrative repair order requirements as outlined in the
Warranty Policy and Procedures Manual. This includes punch time verification.
Retailers that receive a vehicle from another retailer and are not the wholesaling retailer should verify
with the wholesaling retailer if the PDS has been performed. Reimbursement would have to be worked
out between the retailers directly. Claims will only be paid to the retailer identified by Volvo as the
wholesaling retailer, regardless of which retailer performs the PDS.
RETAILER ALLOWANCE for reference information
Model
ALL
Model Year
2020
Labor
1.8
Labor OP
01717-6
Note: Minimum technician level required to perform a PDS is a Volvo Certified Level.
2019-04-30
Page 3 of 6
Service Manager Bulletin 17-2020
PDS SOFTWARE UPDATE PROCESS
1. If “No software information found” is displayed in the Vida software tab.
2. Select the ALL tab.
a. Manually enter the PDS upgrade part number (refer to TJ 27536)
b. Press enter on the keyboard
c. Select Add Software
Page 4 of 6
2019-04-30
Service Manager Bulletin 17-2020
3. Purchase PDS software.
4. An error message will be displayed stating “134 – The hardware part already contains the latest
software. PDS UPGRADE”
5. Remove the software and finish any remaining work on the vehicle.
2019-04-30
Page 5 of 6
Page 6 of 6
2019-04-01