Volume 5 Issue 5

WARRANTY OPERATIONS NEWSLETTER
VOLUME 5, ISSUE 5
Published May 29, 2019
UPDATE FROM WARRANTY OPERATIONS
Hello Team,
We hope all of you are properly prepared and excited for the increased revenue opportunities that will be
available to you this summer. Everyone that is hitting the road is a potential customer for you, and we all
know that positive word-of-mouth spreads quickly. Make sure that every customer interaction that you
have is as positive and uplifting as possible so that instead of dreading the dealership visit, it becomes an
enjoyable experience.
We are putting the final edits on an FFV Best Practice video that will allow you to hear from a few service
managers who are hitting high FFV with busy shops. Look for the video to be posted soon to
DealerCONNECT and we’re sure you’ll pick up a few tips and tricks to make your shop more efficient and
keep pushing that FFV upwards!
Summer is almost here and we cannot wait to see the levels of customer satisfaction and FFV you can
reach. Remember there are always FCA corporate resources here to support you in whatever capacity is
needed to let you take care of the customers.
Thank you,
Jim Sassorossi
Director – Dealer Support & Warranty Operations
WARRANTY OPERATIONS NEWSLETTER
VOLUME 5, ISSUE 5
V08/V11/V16 3.0L Diesel Emission Campaigns
Frequently Asked Questions
Please refer to the Questions and Answers below to help clarify inquiries received regarding 3.0L Diesel
Emissions Recalls V08/V11 and V16. Please refer to Dealer Instructions for specific details and
requirements. It is critical for efficient claim processing to fully read and understand the claim
requirements before performing the recall. The Warranty Contact Center is experiencing a delay in claim
processing due to missing documentation.
What needs to be in the picture of the VECI Label attached to the claim?
Per step 47 of Dealer Instructions, It is imperative that the picture shows the label adhered to the vehicle
and the VIN is present and clearly legible.
What are the customers required to sign?
The only document that needs to be signed by the customer is the Repair Order acknowledging the AEM.
Am I required to include the label part number on the warranty claim?
No, the label is provided free of charge to the dealership and is not required to be included on the
warranty claim.
What if there are aftermarket parts or modifications that prevent the recall from being completed?
If there is a vehicle modification that is preventing the recall from being performed, please take a picture of
the modification and download a Vehicle Scan Report (VSR), then, attach the pictures and VSR to the
warranty claim using LOP 18-V0-8L-87 as outlined on page 12 of the Dealer Instructions.
What if a customer declines to have the recall completed?
If a customer declines to have the recall completed, please document it on the Repair Order and attach a
copy to the warranty claim and use LOP 18-V0-8L-86 as outlined on page 12 of the Dealer Instructions.
What if the vehicle needs repairs done before completing the recall?
In order to perform the V08/V11/V16 Diesel Emissions campaigns the vehicle must be drivable. In the case
that it is not driveable due to an issue that would be covered by the X78 extended warranty, the repairs
should be considered for goodwill. For certain conditions the repairs should be completed as customer
pay.
WARRANTY OPERATIONS NEWSLETTER
VOLUME 5, ISSUE 5
Frequently Asked Questions (Continued)
What are some common issues preventing claim payment?
 Labor Operations
Please pay close attention to the various LOP’s on page 12 of Dealer Instructions and ensure
proper LOP’s are used.
 Vehicle Mileage Documentation Requirements
Please ensure vehicle mileage documented on the warranty claim matches the mileage on the
Vehicle Scan Report.
 Vehicle Scan Report (VSR) Requirements
Please ensure special attention is being paid to Steps 7 and 28 of V08/V11 Dealer Instructions,
which require downloading and saving a Vehicle Scan Report both BEFORE and AFTER the AEM is
completed. These scan reports are REQUIRED to be attached to the warranty claim upon
submission for payment.
Please note, pictures or screen shots are not acceptable alternatives to this process.
VSR Before Recall Completion
VSR After Recall Completion
WARRANTY OPERATIONS NEWSLETTER
VOLUME 5, ISSUE 5
Important Announcement: New Trouble Not Found (TNF) Labor Operations for Electric Parking
Brake Concerns


In order to assist in identifying quality issues and improving our products, a new Labor Operation has
been created to better distinguish between Base Brakes (applied by vehicle operator) and the
Electric Parking Brake (Automatically applied) when TNF Parking Brake scenarios arise. In addition, a
failure code of “OD” (Operating as Designed) has been added.
Be sure to utilize the appropriate classification of Electric Parking Brake TNF or Base Brakes TNF.
This will ensure the appropriate Quality & Engineering groups are made aware of the customer
concerns you are seeing:
The new Electric Parking Brake TNF Labor
Operations can be found in the Labor
Operations link in DealerCONNECT, under
the “85 Special Services LOPS” in the
following categories:


85-41-04 Electric Parking Brake
o 00– Electric Park Brake
System
85-41-05 Brakes
o 02 – No Repair / Trouble
Not Found Brakes
WARRANTY OPERATIONS NEWSLETTER
VOLUME 5, ISSUE 5
Alternate Transportation Guidelines
In order to assist you in satisfying customers, if a
vehicle is covered under the New Vehicle
Warranty for Warranty (W), Mopar (M) or Recall
(S) claim types, you are encouraged to provide
Alternate Transportation, at the customer’s
request, under the guidelines as outlined in
Warranty Bulletin D-15-15 Rev. A.
Charges FCA will not reimburse for, include but
are not limited to:
 Gas charges
 Upgrade fees
 Extra Driver fees
 Vehicle Licensing Fee
FCA will reimburse the dealership for rental
charges billed by the rental company at a rate no
greater than if the dealer had provided a loaner
using the CTP program. Acceptable charges are
the daily rate and the applicable taxes up to the
amount supported by the owner’s vehicle.



Under age driver fee
Processing allowances
Additional insurances
Rental agreements may not include: additional insurances, gas, upgrades, under age driver fee, or
processing allowances.
Standard Warranty Rental Rates
95-40-01-42 Loaner - FCA High Line (Up to $40 per day)
95-40-01-41 Loaner - FCA Standard Line (Up to $35 per day)
95-40-01-40 Competitive make vehicles (Up to $25 per day)
Supporting documents needed for rental claims are:
 The completed, signed final rental agreement showing dates out and in and amounts per day
 Parts ordering/shipping forms if a part was backordered requiring a rental to be issued
 Use LOP 85-LO-AN-00 as a related LOP to the primary LOP for backorder part situations
WARRANTY OPERATIONS NEWSLETTER
VOLUME 5, ISSUE 5
FCA US requires that the dealership have a
designated person(s) to review, initial and date all
claims that require rental.
The designated
person(s) is defined by the dealer’s warranty
level (see table below). This will ensure that the
required repair(s) on the vehicle meet eligibility
requirements for rental reimbursement. Repair
BASE
 Service Manager
signature required
claims that are not initialed by a designated
person(s) and/or do not meet rental eligibility
requirements may be subject to full or partial
chargeback, based on the circumstances. Use a
Loaner Car Log, or a similar form to document
the use of loaner vehicles for all claim types.
PLUS
PREMIUM
 Service Manager can
delegate authority
On the 10th day, the designated dealer person
must contact their Area Manager or Customer
Care (if previously involved) notifying them of
additional day(s) of rental. The Area Manager or
Customer Care are required to put DM Notes in
the system to extend the rental beyond 10
calendar days. Dealers will then submit the claim
to the WCC using the RA process.
 Service Manager can
delegate authority
In cases where claims are submitted for loaner
vehicles, when no repair is performed, for Legal
Inspections or Customer Pay repairs, the claim
will be returned to the dealer with instructions to
request a direct check from the individual or
department that approved the loaner/rental. The
person responsible for issuing the direct check is
based on the person who requested a
loaner/rental be provided.
VOR LOP Usage
FCA continues to monitor and review processes
related to Customer Satisfaction and claim
processing. FCA's goodwill rental policy states
dealers are to diagnosis the vehicle within two
days of being brought to the dealership, order the
part VOR if the facing depot is not able to provide
the part the next day, and the part must be
installed within two days of the part arriving at
the dealership. This policy was developed to
ensure the customer is out of their vehicle for the
shortest time possible.
WARRANTY OPERATIONS NEWSLETTER
VOLUME 5, ISSUE 5
A feature of this process was to require dealers
to provide details of part orders, to assist FCA
with
providing
better
part
availability.
Unfortunately, very few dealers are providing the
correct information to support rentals. Over the
next few weeks, the WCC will begin requesting
the correct rental details to support and confirm
LABOR Tab:
Labor Operation (LOP) Selection – (With Repair):
Applies to Warranty (W), Mopar (M) and Recall (S)
Claims
When the repair visit results in the customer
being provided Alternate Transportation, perform
the following steps:
 Identify the cause of the failure with the
appropriate repair LOP as the failed LOP,
per normal claim processing guidelines.
 For Part Back Order Situation - 85-LOAN-00 Details:
 Enter 85-LO-AN-00 as a related LOP to
the primary LOP (see below for 85-LO-
back order parts processes were followed.
To ensure quick and accurate claims processing,
please review the information below, which can
also be found in the Warranty Administration
Manual, page 38, for more details related to the
loaner support process.



AN-00 details) for a back order situation
only
Verify the last two characters are
numeric (Zero Zero)
0.0 will populate in the Labor Hour field
The “Add Narrative” box will display
prompting the dealer to enter a narrative.
Unsupported rental claims will be returned to
dealers for rental adjustments and accurate claim
processing.
Engine Reman LOP
In order to identify OE vs ReMan engine warranty
claims, a new causal LOP has been assigned for
engine replacements.
Please review the
following instructions. When replacing Pentastar
or Hemi engines, please record the engine part
number of the engine being removed from the
vehicle. Reference pictures of each engine for
proper identification and part number location. If
the failed engine has a green or orange service
reman tag, please use causal LOP: 09-01-70-RE.
This LOP does not contain labor hours or parts
allowance, but simply serves as an identifier for
reman engine failure. To obtain labor time
reimbursement, all applicable standard LOPs will
still need to be present on the claim condition.
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WARRANTY OPERATIONS NEWSLETTER
VOLUME 5, ISSUE 5
New Jeep Wrangler – V41 CSN Steering Damper
On New Wranglers or Gladiators that experience
a shimmy in the steering wheel after hitting an
irregularity in the road surface such as an
expansion joint, pothole, bump, etc., the steering
damper must be replaced with an AE level part or
newer. Also the damper must be installed in a
certain orientation.
AE level dampers have an orientation direction.
(See the images below for orientation.) Also,
please reference the JL Steering Damper
Installation TIPS Video located in the Service
Library in DealerCONNECT.
The damper must be installed with the “Bulge” on
the bottom and the arrow pointing to the front of
the vehicle. The damper will only operate
correctly in this orientation.
2019 MY Grand Cherokee (WK) – ABS Light On
If the ABS light is on and diagnosis leads to the
wheel speed sensor, be sure to check the
electrical connections. There have been reports
of wheel speed connectors not fully latching,
allowing water to enter the connector and
corrode the pins on the wheel speed connector.
If that is the case, the wire harness should be
replaced and NOT the sensor. A new sensor with
the old harness will cause a shop comeback for
the same issue. Wheel speed sensors that are
returned and found to be in good working order
will be charged back as an over repair.
WARRANTY OPERATIONS NEWSLETTER
VOLUME 5, ISSUE 5
In addition, check the tone wheel as well before
replacing the wheel speed sensors. The wheel
speed sensors returned are covered in rust (see
pictures). This can cause the sensor to not read
the tone wheel. If there is rust on the tone wheel,
simply clean it off and reinstall the sensor after
cleaning and test the system again for a good
reading. In all cases this will correct the issue in
the first visit.
All Vehicles – Vinyl Interior “Dusting”
Over time on new vehicles the vinyl on door trim
panels and the Instrument panel will exhibit a
condition called Vinyl Gassing which can cause a
“dusty” appearance to the surface (see below).
This is a normal part of the vinyl curing process
and can be cleaned with MOPAR Total Clean PN
04897840AD, or MOPAR Interior Cleaner PN
05003240AC, during the New Vehicle Prep
process in the last step of the process “Clean
Vehicle Interior”. Replacement of parts is not
required, only a good cleaning.
WARRANTY OPERATIONS NEWSLETTER
VOLUME 5, ISSUE 5
RAM 3500 Dual Rear Wheel – Wheel Flares
Poor installation of Dual Rear Wheel RAM Wheel
Flares
This is a re-release of an article first published on
January 31, 2018 in Warranty Newsletter Volume
4, Issue 1.
We have seen a number of warranty claims for
reinstallation of Rear Wheel Flares on RAM 3500
Dual Rear Wheel vehicles. These vehicles are
shipped to your dealership with the wheel flares
inside the vehicle, and require dealer installation
at PREP. Any issues with gaps between the body
panel and the wheel flare indicates poor
workmanship during dealer installation and
cannot be considered a warrantable condition.
The instructions on the box, the wheel flares are
shipped in, MUST be followed very closely, and in
order, to assure a proper bond to the body.
Failure to follow those instructions will cause
adhesion gaps to appear between the flare and
the pick-up box side. Below are those
instructions. Wheel Flare warranty claims filed
for reinstallation or replacement due to loss of
adhesion between the flare and the body will be
charged back.
WARRANTY OPERATIONS NEWSLETTER
VOLUME 5, ISSUE 5
Grand Cherokee – Rear Hatch Scuff Plate
On May 25, 2019, the aluminum scuff plate on the
Limited Grand Cherokee will change to a “Mold in
color” scuff plate the same as the base models.
Be aware that before thinking this is a “Shortage
or Error” in the build, check the build date on the
vehicle. Vehicles built prior to May 25, 2019, will
have the aluminum scuff plate (see picture
below), and vehicles built after will have the Mold
in color scuff plate. Warranty claims filed for
installation of the silver scuff plate on Limited
Grand Cherokees built after the end date of May
25, 2019 will be charged back with no appeal
allowed.
WARRANTY OPERATIONS NEWSLETTER
VOLUME 5, ISSUE 5
All Vehicles – Cooling System Leaks
When submitting a warranty claim for a cooling
system leak, it is very important to identify where
the system was leaking. The “Cause” in the 3 C’s
of “Concern, Cause, Correction”, is used to make
corrections in the assembly of our vehicles. The
more information you can give us the better we
can pinpoint the errors and make adjustments.
Under-hood View of Upper
Radiator
Hose Clamp Grenade Pin
Still Attached.
In the example below, where a “Grenade Pin” was
not pulled to release a hose clamp, or the clamp
pin was not disengaged, if the narrative only said
“hose leak”, we would not know which hose. (as
there are many) Instead, you might say “upper
radiator hose next to the turbo charger, clamp
pin still engaged.”
Clamp in question is on the upper radiator
hose
next to the turbo charger.
View from front of
vehicle.
Turbo
Charg
“Clipless” Mubea clamp on left / “Grenade Pin”
Mubea clamp on right. Both clamps are unsprung. Specifying where on the hose (i.e., at the
turbo charger), and what type of clamp, helps us
understand where and what the issue is.
Clamp viewed from
left fender.
WARRANTY OPERATIONS NEWSLETTER
VOLUME 5, ISSUE 5
If possible, a picture of the issue prior to dis-assembly would also help. Then attach to the claim as a PDF
file.
Clamp Pin Engaged /Clamp
Gapped To Hose
Clamp Pin Visible / No Gap
To Hose
CUSTOMER CLAIMS
VEHICLE LEAKS COOLANT
DUE TO CLAMPS NOT SPRUNG
VEHICLE HAS NO COOLANT LEAKS
DUE TO CLAMPS BEING SPRUNG
Clamp Pin Engaged / Clamp
Gapped To Hose
Clamp Pin Visible / No Gap
To Hose
WARRANTY OPERATIONS NEWSLETTER
VOLUME 5, ISSUE 5
2019 Warranty Bulletin Highlights
Bulletin #
Subject
Release Date
D-19-01
(X76) Front Driver & Passenger Seat Air Bag Wiring
Harness Terminals – 2013 Dodge Dart (PF)
1/23/2019
D-19-02
Fast Feedback Program – See DC Mail
1/23/2019
D-19-03
AutoPay and wiTECH Enhancements – Service Advisor ID
D-19-04
Automatic Labor Rate Increase (ALRI) 2019
1/30/2019
D-19-05
Dealer Demo Mileage Allowance Increase
2/13/2019
D-19-06
D-19-09
Diagnostic Time - Clarifying FCA Policies and Encouraging
Proper Usage to Improve Fixed First Visit
Addition of 845RE / 850RE / 62TE Transmissions to the
Powertrain Service Center (PTSC) Pre-Authorization
Program – For BASE DEALERS ONLY
Addition of 2.9L V6 Twin-Turbo Engine to the Powertrain
Service Center (PTSC) Pre-Authorization Program - ALL
DEALERS
NEW Warranty Information Center (WIC)
2/20/2019
D-19-10
Warranty Service For Non-US Vehicles
2/20/2019
D-19-11
D-19-12
CANCELLATION of the Alfa Romeo Giulia (GA) and Alfa
Romeo Stelvio (GU) Claim Processing Requirements
Fast Feedback Program – See DC Mail
D-19-13
Alfa Romeo Recall V27 Tech ID Exception
3/21/2019
D-19-14
Fast Feedback Program – See DC Mail
4/10/2019
D-19-15
(X78) Emission Control System – 3.0L Diesel 2014/2015/2016 Ram 1500 (DS) and 2014/2015/2016 Jeep
Grand Cherokee (WK)
(X80) 9 Speed 948TE FWD/AWD or 9HP48 Automatic
Transmissions – 2014 - 2015 Jeep Cherokee (KL) / 2015
Chrysler 200 (UF) / 2015 Jeep Renegade (BU) / 2015 Ram
ProMaster (VM)
D-19-07
D-19-08
D-19-16
1/23/2019
2/13/2019
2/13/2019
2/13/2019
2/27/2019
3/13/2019
5/1/2019
5/9/2019