78

STAR Center News
Jan/Feb 2013
No. 78
CONGRATULATIONS TO OUR TOP TECHS!!!
From the Editor
Dan Morin
R-E-S-P-E-C-T.
It was the subject of a great Motown song years ago and it is something that can be elusive in our
profession that is oftentimes viewed by others as mundanely “blue-collar”. You know, it’s dirty,
greasy, uneducated knuckle-dragger’s work.
Decades ago, that description may have had some truth in it (my arms are too short to drag my
knuckles, though you probably wouldn’t believe it by looking at my hands) and sometimes,
stereotypes die hard.
However, in today’s world of ultra-high-tech vehicles, nothing could be further from the truth. Gone
are the “mechanics” of years ago and taking their place are the technicians of today. It takes a sharp,
insightful problem solver to be a successful automotive technician these days, not to mention the
desire to endure the on-going education that is a hallmark of the profession today. Continuous
training that rivals ANY of today’s professions. I have had the privilege of talking to and working with
some of the best automotive technicians in the world and I believe some of NASA’s folks wouldn’t
have a chance trying to keep up with them. To be the Best-of the-Best, you have to have a high level
of commitment and dedication to your craft. To be recognized as a top tech, to receive that respect
that you deserve, fuels that desire to be the best. It also helps to push everyone else to raise that bar
and improve themselves.
In this issue, we recognize some of the best Chrysler technicians in the field. This group was brought
to Auburn Hills, Michigan as a reward for their hard work and dedication to their profession. It was
also a reflection of Chrysler’s desire to work closely with our top technicians to improve the level of
support we can provide to the entire field force to keep our customers happy and satisfied.
The event was so successful, management is planning more events for 2013.
So, if you weren’t one of the fortunate ones to participate this time around, keep working hard and
maybe you’ll get the call next time.
Something to say?
Send up your questions, comments, suggestions,
etc…
STAR Center Manager
[email protected]
STAR News Feedback
[email protected]
STAR Center Hours of Operation
M-F 8am-Midnight * Sat 9am-6pm * Open thru Lunch
Technician Recognition – Alive and Well!
Chrysler Group LLC
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Jan/Feb 2013
No. 78
In September of 2012, Chrysler hosted a Technician Recognition event for 17 “TOP” Technicians from
across the country. The selection criteria started with each Dealers Customer Promoter Score and
Fixed First Visit Score. For the dealers that made the initial cut, each of their Technicians were
evaluated based on Master Training Levels in Powertrain, Electrical & Chassis; Quantity & Quality of
Technician “Confirmed” Repairs Documented within the Technical Assistance Process and Regular
participation in the Quarterly Technician Survey.
This provided 167 Technicians for further evaluation. The top 5 were picked for each Business
Center and they made the final selections with the help of their Technical Advisors and Training
Instructors. Two Technicians from each Business Center were chosen for the Recognition Event.
Unfortunately we had one Technician drop at the last minute due to personal reasons but we ended
up hosting 17 of the Countries best Technicians at Chrysler’s Headquarters in Auburn Hills, Michigan.
During the 2 ½ day Recognition Event, our goal was to provide insight into the operation of a large
auto company, share best practices between the Technicians, provide a glimpse of future Service
information enhancements and gather criticism (good and bad) on the Service products that we
provide to help you do the best job you can.
Tours of Headquarters 15th floor (Board Room), Design Dome, Scientific Lab’s, STAR Center, Parts
Return Center, Pilot Plant, Scan Tool Development and the World Class Manufacturing Training
Center were scheduled along with a closed track “Ride & Drive” of Chrysler’s 2013 product line.
The most exciting event for the Technicians was a formal Dinner with our President and CEO of
MOPAR – Pietro Gorlier and Vice President of Technical Service Operations – Tony Brenders. The
Dinner was held at the Chrysler Museum. Mr. Gorlier and Mr. Brenders honored each Technician
with Special Awards and of course there were many picture opportunities. Mr. Gorlier was impressed
with each of the Technicians and believes events like these are an important part of making the
Chrysler Family successful. Plans are in process for more events in 2013.
Chrysler’s Technical Assistance & Product Support Department will continue to keep these
technicians involved with regularly scheduled meetings, forums and special opportunities to test
service enhancements. Their involvement and views associated with change are important to keep
the Chrysler Family on track to meet the future needs of Service Repair.
Congratulations guys for a job well done!
Chrysler TOP Techs
Business
Center
Chrysler Group LLC
Dealer
Name
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Name
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STAR Center News
Jan/Feb 2013
No. 78
California
Stockton Dodge
Incorporation
Jose Olivarria
California
Lampe Chrysler
Dodge Jeep Ram
Jeremy Hughes
Denver
Gladstone Dodge
Chrysler Jeep Ram
Chris Gray
Denver
Dave Syverson
Chrysler Dodge Jeep
Jared Dolton
Great Lakes
Brunswick Auto Mart
Inc.
Donald Martinez
Great Lakes
Progressive Chrysler
Jeep Dodge
Gerald Palmer
Mid Atlantic
Jeff D'ambrosio
Chrysler Jeep
Michael Conlan
Chrysler Group LLC
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STAR Center News
Jan/Feb 2013
No. 78
Midwest
Bettenhausen Motor
Sales Inc.
Kurt Benda
Midwest
Shelby Motors Inc.
Curt Carter
Northeast
Herb Chambers
Chrysler Jeep Dodge
Kenneth Brackley
Northeast
Meadowland Of
Carmel
Patrick Casale
Southeast
Bill Bryan Chrysler
Dodge Jeep Inc.
Jason Tasker
Southeast
Royston Chrysler –
Dodge - Jeep Inc.
Gary Colvett
Southwest
Bruner Motors Inc
Ronnie Necessary
Southwest
Helfman Dodge
Chrysler Jeep
Randy Deckard
Chrysler Group LLC
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STAR Center News
Jan/Feb 2013
No. 78
West
Larry H Miller Dodge
Peoria
Dave Knierim
West
Rainier Dodge Inc.
Gary Montoya
----------------------------------------------------------------------------------Chrysler Group Announces Additional
Vehicles with Higher Tether Weight Limits
this change does not apply to the Chrysler 200
Convertible.
In June 2012, Chrysler Group announced that tether
weight limits had increased for most of its 2013
model year vehicles. Instead of limiting the use of
the tether anchor to 48 pounds (child weight) the
new guideline states that the tether anchor can be
used with a seatbelt to install a child restraint up to
the recommended weight limit of the child restraint.
Chrysler Group – LATCH Anchorage
Weight Limits
Chrysler Group is pleased to announce that an
assessment of the tether anchors in their mid-sized
sedans has shown that these vehicles can be added
to the list. Like other vehicle families, this change is
being made retroactively to the start of production of
the current tether design. Specifically, the following
model year vehicles have been added to the updated
list of affected vehicles, shown in the table below:



Please note that the increased tether weight limit
supersedes the information printed in the 2013
model year owner’s manual for the
Chrysler 200 Sedan and Dodge Avenger. The
owner’s manuals for these vehicles were printed
before this announcement. Please also note that
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For all Chrysler Group vehicles, the LATCH system
(lower anchors and top tether) can be used to secure
a child restraint until the combined weight of the child
and the child restraint is 65 lbs. (29.5 kg).
Except for the vehicles listed below, the seat belt
and tether anchor can be used together to secure a
child restraint until the combined weight of the child
and the child restraint is 65 lbs. (29.5 kg). Use the
seat belt without the tether once the combined
weight is more than 65 lbs. (29.5 kg).
For the following vehicles, the seat belt and tether
anchor can be used together to secure a child
restraint up to the maximum child weight allowed by
the child restraint manufacturer:
2007-10 Chrysler Sebring Sedan
2011+ Chrysler 200 Sedan
2008+ Dodge Avenger
Chrysler Group LLC
Updated: October 3, 2012
Continued on Next Page
Continued from Previous Page
Chrysler Group – LATCH Anchorage Weight Limits
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STAR Center News
Jan/Feb 2013
Make
Chrysler
Dodge
Fiat
Jeep
Dodge/
Ram
Model
200 Sedan (not Convertible)
300 / 300C
Sebring Sedan (not
Convertible)
Town & Country
Voyager / Grand Voyager
(including Cargo Van)
Avenger
Caliber
Caravan / Grand Caravan
(including Cargo Van)
Challenger
Charger
Dakota Pickup Trucks
Model
Years
2011+
2006+
2007 –
2010
2001+
2001 –
2008
2008+
2007 –
2012
2001+
2008+
2006+
2005 –
2011
Dart
2013+
Durango
2011+
Journey
2009+
Viper
2013+
500
2012+
Commander
2006 –
2010
Compass
2007+
Grand Cherokee
2005+
Patriot
2007+
Wrangler / Wrangler Unlimited 2007+
1500 Pickup Trucks –
2009+
Quad or Crew Cab only
2500/3500 Pickup Trucks –
2010+
Crew Cab Only
3500/4500/5500 Chassis Cab 2010+
Trucks- Quad or Crew Cab
Only
Increased Tire Pressures to Prevent
Flat Spots
Corporate Quality is making process changes to
address customer complaints of vibration at highway
STAR Center
1-800-850-STAR
speeds due to tire flat-spotting. Tire flat-spotting is
the temporary flattening of a section of the tire
overlay construction that can be “driven out” in 20
miles of highway driving. Flat-spotting can occur
during vehicle transportation and vehicle storage.
To minimize flat-spotting, vehicles will be shipped
with tires inflated to maximum sidewall pressures.
Chrysler currently ships the Journey/Freemont, Fiat
500/Fiat Cabrio, Ram 1500, RT/RM Minivan and MK
Patriot/Compass at maximum sidewall pressures.
Corporate Quality intends to phase-in “delivery-todealer” tire inflation to maximum sidewall tire
pressure to include all vehicle lines, with the
exception of Heavy Duty Trucks. The tire pressure
should be left at maximum sidewall pressure during
Pre-Delivery Inspection (PDI) in order to prevent flatspotting during storage.
When the vehicle is being evaluated by or delivered
to the customer, the tire pressure must be reduced to
placard tire pressure. See driver’s door opening at
B-Pillar for proper vehicle tire pressures.
Tire pressures not adjusted to placard pressure may
cause a harsh ride condition.
-----------------------------------------------------
Location of the Keyless-Go Button in
Delivered 2013 RT Vehicles
The location of the “Keyless-Go” button in delivered
2013 RT vehicles has changed. Prior to the change,
the buttons could be found in one of the front cup
holders. The buttons are now being shipped in the
trunk kit, which is usually located on the 3rd row seat.
Please check for the button in this new shipping
location before attempting to order a replacement.
Low Battery Voltage Can Lead to the Need
for Header Seal Replacement
A weak battery on a 200 Convertible (JR27) can
cause a situation where the header seal can become
pinched by the door glass.
-----------------------------------------------------
Chrysler Group LLC
No. 78
Testing has indicated that at 9.0 volts and lower, the
door glass on a JR 27 will not function. That means
if the driver or passenger doors are opened when
battery voltage is that low, the door glass will not
drop slightly per normal operation. Once the doors
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STAR Center News
Jan/Feb 2013
No. 78
are closed, the door glass will pinch the header seal
because of the lack of movement of the window
upon door opening.
IOD Fuse “ON”
(Seated Position)
Header Seal Pinched
If left in this manner, the header seal will eventually
(after a few hours) become permanently deformed,
ruining the seal and requiring its replacement.
If the IOD fuse is removed (unseated) while the the
vehicle is parked in the yard or on the lot, the
battery’s rate of discharge is low (5 mAh), and the
battery capacity is preserved for a significantly longer
period of time.
To prevent this condition from occurring, the IOD
fuse (Fig. 1) should be removed (unseated) when the
vehicle is stored.
IOD Fuse
IOD Fuse “OFF”
(Unseated Position)
-----------------------------------------------------
P0300 Misfire on 2013 RT/LX/LD
If the IOD fuse is left in the vehicle (seated), the rate
of battery discharge is high (25 mAh), and will take
approx. 75 days to loose capacity to operate the
door glass.
2013 RT/LX/LC/LD Vehicles built in the summer and
early fall of 2012 had poor fuel quality from the plant
and may set a P0300 code if started in colder
weather. A Service Bulletin (18-007-13) was issued
to let dealers know to add at least 5 gallons of fresh
fuel if this P0300 DTC is stored/active (with no other
DTC faults), or if the engine runs rough after a cold
start.
Dash Cluster Brow Coating Delamination
on 2013 PF
If you encounter coating delamination on the dash
cluster brow, it may be due to harsh alcohol based
cleaning chemicals such as isopropyl alcohol,
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STAR Center News
Jan/Feb 2013
sanitary wipes, glass cleaner and some multipurpose cleaners.
No. 78
customer returns for additional service work,
Customer Satisfaction Teams will have an improved
service record to aid in their investigation into the
customer issue.
-----------------------------------------------------
Cummins Diesel Oxygen Sensor Repairs
There are still many instances of parts being
replaced for Oxygen Sensor codes when no parts
are necessary. Numerous Service Bulletins clearly
explain the processes to repair wiring terminals
and/or connectors on 2010 – 2012 Ram HD Pickups
equipped with the Cummins diesel engine.
Engineering recommends that a mild detergent (i.e.
dish soap) and warm water be used to clean
instrument panel and interior surfaces. Mopar Total
Clean may also be used for general cleaning of
interior surfaces. Difficult to remove residues, such
as grease or other oil-based materials, can usually
be removed with Mopar Multi-Purpose Cleaner. All
interior materials have been developed using these
cleaning products and they should not damage any
interior surfaces.
-----------------------------------------------------
NEW Trans Quick Learn LOP 21570140
As part of Chrysler’s commitment to improving our
products and processes, we are working to better
understand the customer concerns that lead to No
Trouble Found (NTF) Diagnostic LOP warranty
claims. The customer concerns are often not
duplicated by the technician. Time is then charged
against the NTF Diagnostic LOP.
Often times, the technician will reset clutch volumes
and perform a Quick Learn. Chrysler’s current
Quality tracking processes do not allow us to readily
know if performing the quick learn addressed the
customer issue.
To facilitate improved concern tracking, Quick Learn
LOP 21570140 was created.
LOP 21570140 applies to 40TE, 41TE, 62TE,
42RLE, 55RFE, 65RFE, and 68RFE transaxles and
transmission. We encourage dealership to use this
LOP instead of the NTF LOP if a Quick Learn is
performed to address the customers concern. If the
Chrysler Group LLC
STAR Center
1-800-850-STAR
Follow published procedures exactly. Some
technicians have been soldering terminals without
first crimping with a band clamp (P/N 05073034AA).
Soldering without first crimping may cause excess
resistance in these very sensitive milliamp / millivolt
circuits. Others are cutting all 6 wires to the Oxygen
Sensor connectors and accidently crossing wires.
This will cause unnecessary repeat faults and may
lead to unnecessary part(s) replacement.
In all cases, before replacing ANY parts, perform the
procedures in any suggested Service Bulletin FIRST.
This includes any necessary Verification test and/or
Soot Validation test. Performing a Search in
TechCONNECT will display proper information when
addressing Oxygen Sensor code repair information.
December LOP Labor Time Updates
During the month of December we had an
opportunity to perform numerous time studies based
on your input. The following time studies were
performed at your request and below are the ones
which resulted in an increase of labor time
allowance. The Labor Time Study group encourages
all technicians to communicate with their
Management for any concerns they may have with
the existing warranty time allowances.
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Jan/Feb 2013
Note: The service procedures are also updated as
required upon completion of the time study.

Ram Truck: 4.7 liter engine - Tappets, left
bank, one or all - was 1.5 and increased to
2.1 labor hours.

Viper: Catalytic converter, left/right side was 0.9 and increased to 1.6 labor hours.

LX/LD: Lever, Key interlock - was 0.8 and
increased to 1.0 labor hours.

PF: 2.0-2.4 liter engine- Thermostat /
housing assembly - was 0.7 and increased
to 2.0 labor hours.

LC: Module, occupant restraint controller was 0.9 and increased to 1.6 labor hours.

WK/WD: Module, air suspension control was 0.3 and increased to 0.6 labor hours.

Ram Truck: Actuator, temp door-right side was 1.8 and increased to 3.6 labor hours.
Please continue to contact the Time Study group by
using the ‘Warranty Information Center’ link located
in DealerCONNECT. We thank you for your input
and are happy to investigate any concern you may
have with labor time allowances.
No. 78
Topic:
Parts
Mopar Accessories and Performance
In October, MasterTech begins with a review of new
Mopar accessories for the 2013 Dodge Dart,
including a new rear center tail assembly and turn
signal mirrors, both featuring light-emitting diodes
(LEDs). Also reviewed is the new Mopar digital
brake trailer controller that is now available for the
2012 Dodge Durango and Jeep Grand Cherokee.
Then some concerns that customers have reported
to our call center are discussed, including cold air
intake kits, as well as Jeep Wrangler axle ratios and
tire size adjustment requirements.
Next, the
program moves on to identify and explain the
purpose of the new active exhaust valve system
installed on the 2012 and newer SRT vehicles.
Then, to wrap up this month’s Master Tech, focus is
shifted to the JK-8 Wrangler Conversion beginning
with a description of the kit and continuing with the
identification and description of the components.
The October Tech News continues with the series on
warranty tips, with this month’s topic being “What Is
Correct Vehicle Maintenance?”
Continued on Next Page
Continued from Last Page
Design Changes Made to Pentastar
Engine Oil Filters for 2014 MY
November 2012 MasterTech
Topic:
New 845RE 8-speed Transmission
Highlights
There was a design change made to 2014 MY
Pentastar engine oil filters. This means that the oil
filter designed for 2013 Pentastar engines ARE NOT
COMPATIBLE WITH 2014 ENGINES.
The first lesson gives an in-depth overview of the
845RE, focusing on the differences between the
845RE and the 8HP45 transmission that it replaces.
After the overview, we discuss servicing of this new
transmission.
The use of a 2013 oil filter kit on a 2014 engine will
create an oil leak condition. Additionally, the 2014 oil
filter is not backwards compatible with 2013 engines.
MAKE SURE TO CHECK WITH YOUR PARTS
DEPARTMENT TO BE SURE YOU HAVE THE
CORRECT OIL FILTER KIT FOR THE VEHICLE.
MasterTech Updates
October 2012 MasterTech
Chrysler Group LLC
STAR Center
1-800-850-STAR
In the service segment we cover the fluid
requirements, leak diagnostics, as well as the
manual park-release procedure in the Ram 1500,
Dodge Charger and Chrysler 300. An overview of
the procedure necessary to set up the N clutch was
also covered in the service segment.
The next segment covered two fuel efficiency
improvements.
The Thermal Management Unit
found on the 8HP family of transmissions, as well as
the Hydraulic Impulse Storage Unit is discussed in
depth. The Stop/Start system installed on 2013
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No. 78
Ram 1500 trucks is explained, including how the
Hydraulic Impulse Storage Unit ties in with this
system.
depth. Differences in screen sizes, features, and
compatibility are explained in the Uconnect hardware
section as well as the media hub.
November also had a trailer released: Service Best
Practices. The first thing we’ll do is follow a repair
order through the service department from the first
contact with the customer, through the technician,
and on to the point that the customer picks up the
vehicle. As part of this Service Best Practices
program, we’ll cover the new Service Advisor
Dashboard system. This new repair order initiation
system will streamline the write-up and repair
processes.
After exploring Service Advisor
Dashboard, we’ll cover the two most basic and
important aspects of the repair process; the Six-step
Troubleshooting Procedure and the three Cs.
The Uconnect Upgrades section deals with the key
identifiers of the Uconnect system as well as the
modules that are included in this system and the
communication buses.
The last topic in this bonus program covers the
Vehicle Not Repaired Check Sheet. This check
sheet helps to guide you through the inspection
process so you can document everything and make
sure all angles are covered.
December 2012 MasterTech
Topic: 2013 ½ Diesel Powertrain Update
The December Master Tech begins by identifying
some maintenance related changes on the 2013 ½
6.7-liter Cummins diesel. Several changes to the
base engine, such as a new crankshaft damper, as
well as a new bedplate that improves NVH, are also
reviewed. Then, the program moves on to examine
air handling changes including a new Ram Active Air
inlet system with dual snorkels. The addition of a
new frame-mounted filter is also discussed along
with improvements to the engine-mounted filter
media, which features nano technology. Then, to
close out this month’s Master Tech, the program
looks at after-treatment emission system changes on
the 6.7-liter diesel, including a new selective catalytic
reduction (SCR) system, along with other changes.
The December Tech News continues with the series
on warranty tips, with this month’s topic being “How
to Build a Wiring LOP.”
January 2013 MasterTech
Topic: Uconnect System Highlights
After a quick introduction to the Uconnect system,
each of the four Uconnect radios is discussed in
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The last section is the Uconnect Service segment.
The electrical architecture is examined, focusing on
how this impacts the service technician. The Return
to New feature is explained, as well as PIN numbers,
head unit replacement, and downloading the
customers apps and preferences.
February 2013 MasterTech
Topic: 2014 Jeep Grand Cherokee New Model
Highlights
We begin with an overview of the available engine
applications on the new 2014 Jeep Grand Cherokee,
which includes the new 3.0-liter diesel as an
available option.
Then, the program offers an update on the PowerNet
vehicle communication system, which is now
standard on the 2014 Jeep Grand Cherokee. Also
reviewed are some of its features including the RF
Hub with keyless ignition node (KIN) and the key-ON
power management system, which utilizes a strategy
that allows the body control module to turn devices
off based on battery state-of-charge and state-ofhealth. A closer look is taken at the Uconnect Media
Center that is standard on the 2014 Jeep Grand
Cherokee. Some of the features and operation of
the high definition video entertainment system are
also explained. In the systems update segment, the
new blind spot system sensors are reviewed, and the
forward facing camera that replaces the smart beam
camera used on previous applications is also
discussed. In addition, the forward collision warning
plus system, which is an enhancement to current
vehicles equipped with adaptive cruise control
(ACC), is also examined.
Rounding out this month’s MasterTech, features of
the 2014 Jeep Grand Cherokee’s new 3.0-liter V6
diesel are identified. Serviceability features, as well
as the crankcase ventilation system and the new
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STAR Center News
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No. 78
technologies in the emissions and after-treatment
system, will also be covered.
The February Tech News continues with the
Warranty Tips series with this month’s topic being
“Repair, Replace Workshop Upgrades.”
-----------------------------------------------------
2013 Dart SE Engine Cover
DART SE/AERO (PFDH41) models are built without
an engine cover. Please do not order this part as a
shortage and error on this model.
Chrysler Group LLC
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Jan/Feb 2013
No. 78
Service and Owner’s Manual Blowout!
Let’s face it…there’s nothing like having the information you need at your fingertips right when
you need it. And what better way to do that than to have the actual factory service manual for
your favorite Chrysler-built vehicle right on the shelf in your shop or garage. Not only will you
be able to look up the heater core R & R procedure, honestly, all of those books on your shelf
just look impressive!
Here’s your chance to stock your library with genuine service, diagnostic and owner’s manuals
at rock-bottom prices.
Click on the link below to take you to the TechAuthority website then locate and click on the ad
banner on the right side of the screen. This will display a list of service, diagnostic and
owner’s manuals that are available for purchase at 80% off of the regular prices. Better move
fast as quantities are limited!
Click here https://www.techauthority.com
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Jan/Feb 2013
Chrysler Group LLC
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No. 78
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STAR Center News
Jan/Feb 2013
No. 78
STAR Center Areas of Responsibility
Engine/Climate control Group
Component Codes 07, 09, 24
-Internal engine components
-Accessory drive system components
-Radiator, Hoses, Cooling system components and sensors
-A/C or heater components or controllers including blower motors
Transmission Group
Component Codes 03, 06, 21
-Manual and Automatic Transmissions
-Clutch systems
-Transfer case
-Drive axles
-Propeller shaft
-Transmission cooler & lines
-Axle assemblies
Driveability/OBDII Group
Component Codes 11, 14, 25
-Engine performance including MIL illumination, OBDII monitors and
C.A.R.B. readiness monitors
-Throttle body, throttle linkage, fuel injectors, and spark plugs
-Exhaust system
-Fuel delivery system, fuel tank, lines and hoses
-Air cleaner assembly
-Cruise control
-Emission controls, Engine controller, sensors and relays related to the fuel system
-Data recording review, Copilot, DRB and STARSCAN software update procedures
-Flashing concerns related to PCM/ECM/TCM.
Body/Chassis Group
Component Codes 02, 05, 10, 13,
17, 19, 22, 23
Audio/Video/Navigation/
Telematics Group
Component Code 8A
Electrical Group
Component Code 08
-ABS and Base brake systems
-Wheels and tires
-Steering
-Suspension and frames
-Sheet metal, Body sealing, glass, sunroof
-Interior components and systems
-Moldings, bumpers, exterior lights and convertible tops
-Paint and metal finish
-Radio, clocks and entertainment systems
-Instrument panel and cluster
-Body wiring and lighting
-Fuel sending units and level reading issues
-Passive restraint systems
-SKIM, Theft alarm, and remote keyless entry concerns
-Alternator, battery, starter, relays
-Body controllers and other modules, except PCM/TCM
-Module flashing concerns related to all modules EXCEPT PCM/ECM/TCM.
STAR News Feedback [email protected]
Contacting STAR for Assistance Tips
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Jan/Feb 2013
No. 78
Have the Ticket number, tests performed and results with you when calling for assistance.
Concerns that cannot be duplicated
Without being able to duplicate the customer’s concern and gathering certain data, there is
typically very little technical assistance that can be provided. A call to the STAR Center may be a
wasted effort. We recommend the following be performed before calling:
1) Review warranty history
2) Review any previous repair attempts on same complaint
3) Review Quick Hits for similar issues
4) Perform 6 Step Diagnostics
5) Make sure customer process is documented
6) Ask additional questions to the customer
7) Install vehicle data recorder
8) Drive vehicle and try to duplicate
9) Wait for reoccurrence
Diagnostics not performed
Please complete basic diagnostics prior to calling, including the 6 Step Diagnostics. The STAR
center should be utilized for concerns that required high level technical assistance.
Information already available
Please utilize search functions, such as TechConnect and the search feature in Tech Connect
called Quick Hits. You will be asked upon calling the STAR Center if you have completed this
search which provides STAR Online, SB’s, Recalls, RRT’s and Tech Tips (GPOP) along with
service and wiring information.
The caller is not the Tech working on the vehicle
The person working directly on the vehicle should be calling so that proper technical assistance
can be provided. Time is wasted when all details of the issue and work already completed is not
readily available.
Vehicle is not at the dealership
Do not call if the vehicle is not at the dealership. Calling to try and get information prior to seeing
the vehicle or doing a complete diagnosis is a misuse of the STAR Center Agents and extends the
hold time for other technicians requiring assistance.
***Please pass the word to all the Service Technicians at your Dealership. Thank you! ***
Chrysler Group LLC
STAR Center
1-800-850-STAR
Monday – Friday
Saturday
8:00 AM – Midnight 9:00 AM – 6:00 PM
Page 15
STAR Center News
Jan/Feb 2013
No. 78
IVR PHONE SYSTEM OVERVIEW
Beginning September 23, 2010, the STAR Center launched an enhancement to the current IVR
process. The intent of the new process is to improve technician access to STAR. This is
accomplished by requiring a ‘Request for Technical Assistance’ be completed in TechCONNECT
prior to contacting STAR. Requests for assistance will generate Ticket numbers the technician
must then use to call STAR. Please keep in mind that requests made by technicians with training
levels 1 and 2 for that specific problem will only be able to receive an e-mail response to that
specific request. If you call STAR with a ticket number that is not authorized, the IVR will direct
you back to TechCONNECT to review your e-mail response.
Service Managers will be able to call STAR after creating a ticket using their Sid regardless of
training levels.
A few helpful hints to consider when calling in for assistance:

It will be helpful to call from a less noisy location than the shop floor. Try to find a location
where there is less noise or other conversations in the immediate area. We anticipate
that this will improve your calling experience and interaction with the new IVR system.

Ensure that the phone that you are calling from is in good working condition and is free of
excessive static or noise. It is also recommended that you do not to use the hand free
option or a headset/amplifier setup when placing you call.

If you know your option, you do not have to wait for the entire message to play before
speaking your choice. You are encouraged to “Barge In” with your selection.
After the initial welcome message, you will be presented with 3 choices:
1. Enter your Technical Assistance ticket number
2. Say “Mopar Accessories”
3. Say “Part or Labor Op Restriction”

If you enter a valid ticket number, your call will be routed the correct group of the Star
Center.
If you requested “Mopar Accessories”, your call will be transferred to the Mopar
Accessories group.
If you entered “Part of Labor Op Restriction” you will be prompted for:


1. S-ID
2. Vin
3. Part Number
Items to keep in mind:
 Speak your responses in a normal tone voice. You do not have to yell or place special
emphasis on the numbers or letters. If you have problems speaking the information, you
can use the keypad on your phone to enter it.

The two digit component group is the area in the service manual that you would expect to
find the diagnostic information. (i.e. Group 14 is Fuel, Group 8 is Electrical, Group 25 is
Emissions, etc.)
*NOTE* if you default to manual input using the key pad, you will need to complete the
remainder of the inputs using the keypad only. The voice recognition software will
assume that you are in a noisy environment and will disregard any additional voice
inputs.
Chrysler Group LLC
STAR Center
1-800-850-STAR
Monday – Friday
Saturday
8:00 AM – Midnight 9:00 AM – 6:00 PM
Page 16