smb17-2018-2017-
Service Bulletin Details
Public Details for: smb17-2018-2017-
This is a service manager bulletin: retailer car delivery process. All vehicles must have a pre-delivery service and a proper customer delivery. Perform all required maintenance, repairs and updates prior to delivery to customer.
- 2018 -
Models from 2018
2018 VOLVO S90 |
2018 VOLVO S90H |
2018 VOLVO V90 |
2018 VOLVO V90CC |
2018 VOLVO XC60 |
2018 VOLVO XC90 |
2018 VOLVO XC90H |
VOLVO CAR SERVICE AND PARTS BUSINESS Service Manager Bulletin TITLE: Retail Car Delivery Process MY 2018 (P5) (SPA) – Models XC60, XC60 T8, S90, S90 T8, V90, V90CC, XC90, XC90 T8, XC90 Excellence GROUP: NO: ISSUING DEPARTMENT: CAR MARKET: 17 2018 Service Operations United States and Canada REFERENCE BULLETINS: TJ 29233, TJ 31543, SMB 17-001, Warranty Policy and Procedure Manual Service Personnel: Read and initial SERVICE MANAGER SERVICE WRITER ISSUE DATE: STATUS DATE: 2017-03-09 2017-03-09 WARRANTY ADMINISTRATOR Page 1 of 12 “Right first time in Time” Update: Always connect the vehicle to your retailer’s WiFi hotspot and download available apps in the Download Center. Cleaning Wiper Blades – Do not clean wiper blades with a solvent and do not remove the graphite protection. Only gently clean wiper blades to remove any grit that may have built up while sitting in inventory. Note: Minimum technician level required to perform a PDS is a Volvo Certified Level. 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) New car delivery is a crucial step in the Retail Car Delivery Process. At this point the buying experience turns into a long-term relationship. It is the retailer’s responsibility to ensure that the car and the experience are as enjoyable and informative as possible. Stock Maintenance is a key element in the overall process. It is important to keep your vehicle inventory maintained and fresh. 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* Delivery Agenda process with customer Celebrate delivery of vehicle with customer and sales professional * Do NOT wax, polish and/or apply any surface treatments to new vehicles. 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. © 2017 VOLVO CAR USA, LLC Service Manager Bulletin 17-2018 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. For claims with incident date 1st April 2015 or after: For questions regarding claims procedures and payments, please contact: Unicar Claims Management E-mail: [email protected] Tel: + 44 (0)844 209 0850 Fax: + 44 (0)870 123 6121 For claims with incident date before 1st April 2015: [email protected] A facsimile of the Vehicle Inspection Walk Around sheet is attached at the end of this bulletin. Item 1A – Transport Delivery Canada – All vehicles must be thoroughly inspected at time of delivery to your facility. Canadian inland damage claims Contact phone: 1-905-695-9651 Contact fax: 1-905-695-9627 Email: [email protected] Dealer actions TIME LIMITS • Rail claims – 4 months from date of delivery to dealer. • Truck claims – 2 months from date of delivery. INSPECTION – DAYTIME DELIVERIES For daytime deliveries (when dealers are open for business), a dealer representative must inspect vehicles for transport damage immediately upon receipt (and before the driver departs). Damages must be coded on the trucker’s delivery receipt when he signs it. All three codes must be noted for each damaged area (codes are listed later in this section or by calling 888-373-0330 option 2): Code damage area Code vehicle damage code (type of damage) Code severity of damage Page 2 of 12 2017-03-09 Service Manager Bulletin 17-2018 INSPECTION – NIGHT DROPS For night drops, the dealer must inspect the vehicle on the first open business day and advise the carrier within 48 hours from the date and time of delivery – no exceptions. You must provide: • • • • VIN Load number (from Hansen’s delivery receipt) Description of damage. All three codes for each of the damages found. For Hansen’s – Complete Hansen’s Afterhours form and fax to (416) 293-1604 or email it to [email protected] Note: Refer to the Warranty Administration Manual for complete details 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. 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. 2017-03-09 Page 3 of 12 Service Manager Bulletin 17-2018 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 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 XC60 XC60 T8 S90 S90 T8 V90 V90CC XC90 XC90 T8 XC90 Excellence Model Year 2018 2018 2018 2018 2018 2018 2018 2018 2018 Labor 1.8 1.8 1.8 1.8 1.8 1.8 1.8 1.8 1.8 Labor OP 01717-6 01717-6 01717-6 01717-6 01717-6 01717-6 01717-6 01717-6 01717-6 NOTE: Claims submitted since September 27, 2016 have automatically been paying at the increased time allowance of 1.8. Page 4 of 12 2017-03-09 PRE-DELIVERY SERVICE (PDS) MY 2018 P5 SPA VEHICLES Date Complete Retailer Code Stock No. RO Number Odometer ALWAYS CHECK VRC2 FOR THE LATEST UPDATES IMPORTANT: PDS CHECK SHEET MUST BE COMPLETED AND ATTACHED TO THE R.O. PDS VEHICLE SET-UP Checklist WARNING: Vehicle must be rinsed and loose pieces of rapgard removed prior to performing vehicle set-up. 1) VEHICLE SET-UP Change from transport mode to normal mode using VIDA V Activate “Sensus Connect with Volvo On Call” using TJ 29233 Check and record battery voltage (PRINT OUT CODE AND ATTACH) Ensure that all Recall or Service Campaign (Quality Bulletins) activities have been performed Update vehicle to the latest Software Status as per TJ 31543* Check all fluids and fill washer fluid reservoir. Checking oil in a Drive-E engine requires the use of VIDA. * Connect the vehicle to your retailer's WiFi hotspot and Download available apps in the Download center NOTE: Technician: Volvo Certified Level Required for sections 1), 2) & 3). 2) PRODUCT Read out fault codes and take away root cause/reset according to instruction If applicable, download latest maps through USB All accessories/enclosed details (in e.g. glove compartment, cargo compartment) installed and functioning correctly Hang information tags on rear view mirror The leather care cloth is to be stored in the glove compartment The protective gloves are to be stored in the spare wheel compartment Unpack and stow hybrid charging cable under cargo area floor 3) FUNCTIONAL CHECKS Set time clock Clean wipers and ensure smooth operation Check central locking and alarm and Keyless function Open and close all doors, check for cracking, noisy doorstops, smooth operation of hinges and handle Check all seatbelts for correct operation Check back door child safety lock operation Mechanical and Test Drive Responsible: Name: Date: Mileage In: M ileage Out: 1 2017-03-09 PDS2018 (1/2017) Page 5 of 12 PRE-DELIVERY SERVICE (PDS) MY 2018 P5 SPA VEHICLES Date Complete Retailer Code Stock No. RO Number Odometer ALWAYS CHECK VRC2 FOR THE LATEST UPDATES IMPORTANT: PDS CHECK SHEET MUST BE COMPLETED AND ATTACHED TO THE R.O. PDS VEHICLE SET-UP Checklist WARNING: Vehicle must be rinsed and loose pieces of rapgard removed prior to performing vehicle set-up. 4) ON-LIFT OPERATIONS CHECK FOR SPRING EXTENDERS / REMOVE AS REQUIRED All models: Remove brake rotor covers, if applicable (Note - Be careful not to damage/bend the backing plates) Set tire pressure to correct PSI (including spare tire) Check condition of undercarriage and lower part of bumpers and sills (damages, loose components, corrosion) Check for presence of fluid leaks Install front License Plate Holder (if required) in screw markings on front bumper (use the bracket matching holes, varies type to type) Install 20 wheel caps on wheel bolts, if needed 5) TEST DRIVE (Vehicle MUST be driven a minimum of 5 miles/8 km over a variety of road and surface conditions) WARNING: Wear clean clothing/use a silent seat cover on drivers seat. Check steering wheel - properly aligned and centered Check steering for pulling or drifting Check for unusual noises or vibrations Check Brake Performance Check Engine and Transmission Performance Check climate system functions and operate and open all vents 6) AFTER TEST DRIVE Check for DTC's using VIDA. Check DIM for messages Reset Service Reminder Lamp (SRL) Mechanical and Test Drive Responsible: Name: Date: Mileage In: Mileage Out: 2 Page 6 of 12 PDS2018 (1/2017) 2017-03-09 PRE-DELIVERY SERVICE (PDS) MY 2018 P5 SPA VEHICLES Retailer Code Stock No. RO Number Date Complete Odometer ALWAYS CHECK VRC2 FOR THE LATEST UPDATES IMPORTANT: PDS CHECK SHEET MUST BE COMPLETED AND ATTACHED TO THE R.O. PDS Detailer Checklist WARNING: Do NOT wax, polish or apply any surface treatments to exterior or interior of new vehicles WARNING: Do NOT use accessories (Radio, etc.) while performing detail, as this can discharge the battery WARNING: It's absolutely necessary to perform detailing under sufficient lighting conditions Exterior - Prior to Delivery Remove all rapgard and exterior trim protection (sill protection, other) or Transport Cover Manually wash vehicle exterior including door jams and under the trunk Clean the wiper blades Ensure outer surface of front windshield is smooth and free of fall-out/adhesive residue/grease marks Clean alloy wheels/tires and remove any stickers or markings Gently dry the vehicle exterior with a clean chamois and carefully inspect for paint damages Inspect carefully for adhesive residue from protection materials and remove (lines from rapgard edges) NOTE: Use a clean, soft woven cloth soaked with Volvo degreaser. Wipe down engine compartment and remove excess water from grille and hood area Interior - Prior to Delivery Thoroughly clean all windows, moon roof, rear view mirrors and vanity mirrors Vacuum carpet and luggage compartment Check upholstery, all interior surfaces and compartments (including sun visors and headliner) for marks or fingerprints. Clean as required. Remove protective floor covering and install floor mats/click in tabs. Final Quality Inspection Re-inspect complete vehicle for surface scratches, swirl marks, paint chips, finger prints. Preferably in the delivery area where vehicle is to be delivered. Correct as required. COMMENTS: I certify that all operations have been completed and this vehicle has been prepared in accordance with Volvo procedures and Quality Standards. Detailer Signature: Date: Supervisor Signature: Date: Detailing activities are completed - Car is now handed over to sales Department for New Car Delivery. 3 2017-03-09 PDS2018 (1/2017) Page 7 of 12 Delivery Agenda MY18 - XC60, S90, V90, & XC90 Customer Name: Date: Time: Vehicle: Pre-Delivery The delivery Before customer arrives, confirm the pre-delivery service has been completed Reveal and check out new vehicle Confirm with Service Dept. that the telematics unit was activated in VIDA (before the customer arrives) Inspect vehicle condition Verify Sirius Satelite Radio is activated Introduction to/Congratulations from other retail facility personnel Set expectations Welcome customer Discuss amount of time needed for thorough delivery, approximately 90 minutes Review documents and settle payment balance Check the trade-in vehicle (verify mileage, condition and agreed-upon equipment, and remove personal items) Check paperwork and obtain any additional signatures required Provide copies of paperwork Confirm customer’s primary email address, home address, phone number, and valid insurance policy Create VOC subscriber agreement on VRC2 Register customer in VOC Dealer Portal Point out leather care wipes sample (for light interior cars) Point out Sensus screen cleaning cloth in glove box Review Digital Owner’s Manual and present assembled owner’s wallet and quick guide © 2017 VOLVO CAR USA, LLC Page 8 of 12 Complete VOC Welcome Call in car with customer Photo session (optional): Yes ___ No ___ Download and set up VOC app on customer’s smart phone Present gifts (optional): Yes ___ No ___ Associate the customer’s smart phone with car Schedule 2nd delivery appointment within Connect to internet using car modem in Sensus two weeks of original delivery Download available apps Assemble keys and put in key box Volvo On Call (VOC) Activation Process Review and explain the most important features Features/Settings/Controls to cover: Present the key box to your customer, demonstrate how the key & keyless entry work Enter Volvo ID in Sensus Explain Sensus important features Demonstrate how to: Turn on, mute, and turn off the system Access and navigate menus Light operation Access additional settings and sub-menus Set memory seats and mirrors to key fob Sync and select Bluetooth phones (you should sync their phones for them) Windshield wiper operation, including rain sensor Climate controls Buttons in center control panel, including glove box button on XC90 Use voice controls for navigation, climate, phone, media, & radio Use the radio Customize bottom tile in Sensus display Collision avoidance features such as City Safety and Lane Departure Warning Access and use available apps Start/Stop Service department introductions Drive Modes Power-operated tailgate/trunk operation (if equipped) Download Volvo Manual app to customer’s smart phone and/or tablet and load new vehicle model in app Meet the service manager or service advisor Review Factory Scheduled Maintenance schedule Schedule 1st service maintenance appointment T8 (PHEV) Explain how to plug-in and charge vehicle, and where to store charging cable in trunk Demonstrate how to unplug charging cable (press unlock on remote key) MY18DA-SPA REVISION DATE: 03/2017 2017-03-09 EXAMPLE ONLY Model : XC90 (17-) Year : 2017 VIN : YV4A22PL3XXXXXXXX 05 : Stock Maintenance Checklist (Refer to VIDA) Stock Maintenance Checklist - All Models. Interval 30 - 180 days Stock Maintenance Checklist - All Models. Interval 210 - 360 days Stock Maintenance Checklist - All Models. Interval 30 - 180 days Model/ Chassis # Location: / Release Date: / EX A M PL E Production Date / Perform inspection in the order detailed below. Check in non-empty boxes upon n completion completion of comple of inspection in ns ( Ok / Not Ok ) Legend: "Ok / Not Ok" = to be executed at interval / "-" = Not to be executed ed at at interval int nte erval Maintenance date from "Factory Complete": Interval days: 30 1. Check Rapgard™/Brake protection condition and repair if necessary¹ - 2. Check exterior cleanliness, wash if necessary. Check for damages, repair if necessary. - 60 90 0 120 150 180 - Ok O Not Ok Ok Not Ok Ok Not Ok Ok Not Ok - Ok Not Ok Ok Not Ok Ok Not Ok Ok Not Ok 3. Check tyre pressure (set to 330±20 kPa, 48±3 PSI). Ok Not Ok Ok Not Ok Ok Not Ok Ok Not Ok Ok Not Ok 4. Check Battery, open-circuit voltage with a Voltage meter. If the voltage is below 12.5 V, charge the battery. Fill out the battery card. Indicate Voltage (Take measurements on OBD II using an OBD II box 9513015 and multimeter 9510060 or clipon-ammeter 9513037) Ok Not Ok Ok Not Ok Ok Not Ok Ok Not Ok Ok Not Ok 3/8/2016,1:42 PM 2017-03-09 Volvo Cars Corporation Proprietary Page 1/3 Page 9 of 12 Model : XC90 (17-) VIN : YV4A22PL3XXXXXXXX - - Ok Not Ok - Ok Not Ok - 6. Check interior protections are in place. Correct if required - Ok Not Ok - Ok Not Ok - 7. Remove and replace Rapgard™. If Rapgard™ is not replaced, protect the vehicle by applying wax approved by Volvo, p/n 9510269. Ensure that the vehicle is washed when needed - - - - - 8. Change engine oil and replace oil filter. ( Note: reset the service reminder indicator ) - 9. Disc brake rustcleaning. Drive vehicle at low speed, 0.3km/0.2miles with brake application 5X .(5 sec. per application) - 10. Undercarriage, engine inspection (Check for rust and corrosion) - EX A M PL E 5. Check interior components for heat related failures and cleanliness Year : 2017 - - - - - - Okk Not Ok - Ok Not Ok - - - - - Ok Not Ok 11. C70: Open and close the roof. - Ok Not Ok - - Ok Not Ok 12. After 180 days, remove tape from inner front sill moulding - driver side. - - - - Ok Not Ok 3/8/2016,1:42 PM Page 10 of 12 Volvo Cars Corporation Proprietary Page 2/3 2017-03-09 Model : XC90 (17-) 13. Remove the plastic cover on sun visor if the vehicle will be stored more than 90 days from Factory Complete. Only valid for V40, S60, S80, V60, V70, XC70, XC90 and markets USA (31), Canada (39) and Japan (50). Year : 2017 VIN : YV4A22PL3XXXXXXXX - Ok Not Ok - - - Inspector initials/ number : EX A M PL E 1)Use the following codes if repair is required for RAPGARD: H=hood, T=trunk, R=roof, M=mirror, D=door, B=bumper Comments: 3/8/2016,1:42 PM 2017-03-09 Volvo Cars Corporation Proprietary Page 3/3 Page 11 of 12 Page 12 of 12 2017-03-09