SRV-SRB-21-029

Customer Support Package CR207: Routine
maintenance refund procedure
Multistrada V4 Model Year 2021
Service Repair Bulletin SRV-SRB-21-029
Date:
To:
From:
April 26, 2021
Dealer Principal, General Manager, Service Manager, North American Dealer
Network
Richard Kenton, Technical Director
Dan Schwartz, Service Area Manager
Dear Dealers,
We are pleased to inform you that the Customer Support Package process for the owners of
eligible Multistrada V4 S models affected by safety campaign CR207 announced a few weeks
ago is now up and running.
Vehicles eligible for a Customer Support Package
The vehicles eligible for the below listed complementary routine maintenance are for those
Customers already in possession of a Multistrada V4 S included in the recall before the
bulletin release of March 29, 2021. Please refer to the attached Annex 1 for the list of eligible
VINs.
NOTE
This extraordinary action is designed to reduce the inconvenience caused to
Customers as much as possible – please be sure to stress that this is a substantial
effort on our part.
Ducati North America
www.ducati.com
1292 Reamwood Ave.
Sunnyvale CA, 94089
Tel +1 650 933 9800
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Customer Support Package CR207: Routine
maintenance refund procedure
Multistrada V4 Model Year 2021
Service Repair Bulletin SRV-SRB-21-029
Customer notification
Ducati Motor Holding sent an e-mail confirmation to all Customers as proof of eligibility for a
complementary 600 mile 1st Service, 1st Annual Service, and 2nd Annual Service including oil
change. A screen shot of the e-mail with the text concerning this matter is provided below.
Validity period
As of today, you may submit claims for Complementary Maintenance performed between
March 30, 2021 until September 30, 2023 on vehicles that meet the requirements outlined
below (see PHASE 1). Reimbursement request claims must be submitted within 7 days after
the specific service is carried out.
Compensation Package reimbursement
Complementary maintenance can only be obtained at official Ducati Dealers in the country
where the vehicle was purchased (any exceptions are subject to approval by the Service Area
Manager).
Ducati North America
www.ducati.com
1292 Reamwood Ave.
Sunnyvale CA, 94089
Tel +1 650 933 9800
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Customer Support Package CR207: Routine
maintenance refund procedure
Multistrada V4 Model Year 2021
Service Repair Bulletin SRV-SRB-21-029
Change of title, total loss, theft, and failure to redeem package
Compensation Packages are attached to the vehicle. If a bike is re-sold, eligibility for the
complementary maintenance is transferred to the new owner. Regardless of whether
redeemed or not, the package cannot be transferred to other bikes.
In the event of vehicle theft or total loss, the Customer shall not be entitled to any
compensation. The same is true in the event any services are not carried out by September 30,
2023.
Obligation to comply with routine maintenance schedule
The services must be carried out according to the intervals of the maintenance schedule for
the Multistrada V4, respecting it in its entirety without anticipating or delaying services by
more than 1 month and/or by 600 miles/1,000 km. We take this opportunity to remind you
that each service must be recorded through DDS 2.0/3.0 in order to prove that the bike has
been correctly serviced (see SRV-SRB-19-030 bulletin).
Refundable services
Refundable services are as follows:



First Service at 600 miles/1,000 km
First Annual Service
Second Annual Service, including oil change as published in the Ducati scheduled
maintenance intervals.
PHASE 1 of 3 - Dealer operating procedure to check eligibility
Before performing service and applying for reimbursement, it is the Dealer’s responsibility to
ensure that:





The VIN is included in Annex 1
Safety campaign CR207 has been completed and warranty claim has been submitted
Vehicle has undergone all services and inspections as per maintenance schedule
Requested service complies with the intervals of the maintenance schedule and is not
in advance or delayed by more than 1 month and/or 600 miles/1,000 km
Vehicle is operating and in good working order (for instance, it does not require any
changes as would make it impossible to comply with expected refund timing).
Ducati North America
www.ducati.com
1292 Reamwood Ave.
Sunnyvale CA, 94089
Tel +1 650 933 9800
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Customer Support Package CR207: Routine
maintenance refund procedure
Multistrada V4 Model Year 2021
Service Repair Bulletin SRV-SRB-21-029
NOTE
If a vehicle is not operating or in good working order and as such not eligible for the
regular scheduled maintenance, the Customer will first need to have it repaired at his/her
charge or reviewed for warranty repair.
NOTE
Please remember to enter the following text in the Service/Repair Order during the
check-in process to indicate that vehicle is to undergo free service: “Compensation
Package under campaign CR207”.
NOTE
If the above procedure and requirements are not complied with, your Service Area
Manager may reject the warranty claim or a warranty claim that is initially approved may
be charged back to Dealer at a later time.
PHASE 2 of 3 – Service execution and entry into DDS 2.0/3.0
After ensuring that the requirements of PHASE 1 are met, Dealer may:




Inform the Customer that service will be performed free of charge
Perform service operations
Enter service details into DDS 2.0/3.0
Deliver the vehicle back to the Customer
NOTE
As a general rule, we would ask you to obtain a pre-approval before performing the
repairs. However, as the service involved in this case is part of routine maintenance,
Dealer may proceed to perform service if PHASE 1 requirements are met. Dealer will
then submit a reimbursement claim to Ducati (PHASE 3).
Ducati North America
www.ducati.com
1292 Reamwood Ave.
Sunnyvale CA, 94089
Tel +1 650 933 9800
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Customer Support Package CR207: Routine
maintenance refund procedure
Multistrada V4 Model Year 2021
Service Repair Bulletin SRV-SRB-21-029
PHASE 3 of 3 – Reimbursement claims for refundable services – new “CARE” type in DCS
1. To request service reimbursement, submit a warranty claim using DCS in the section “New
Warranty Claim”. Select claim type “CARE” from the related drop-down menu.
NOTE
It is not necessary to create a Youtech, nor is it possible to convert a Youtech claim
into a “CARE” claim draft. For this reason, you need to use the New Warranty Claim
function in DCS.
Ducati North America
www.ducati.com
1292 Reamwood Ave.
Sunnyvale CA, 94089
Tel +1 650 933 9800
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Customer Support Package CR207: Routine
maintenance refund procedure
Multistrada V4 Model Year 2021
Service Repair Bulletin SRV-SRB-21-029
2. Enter text “Compensation package – CR207” in the Notes field.
3. Attach a final copy of the Service/Repair Order signed by the Customer.
NOTE
The “CARE” warranty claim can only be submitted if it has the RO attachment.
Without the attachment, the system will inhibit claim submission and show the
following pop-up message.
Ducati North America
www.ducati.com
1292 Reamwood Ave.
Sunnyvale CA, 94089
Tel +1 650 933 9800
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Customer Support Package CR207: Routine
maintenance refund procedure
Multistrada V4 Model Year 2021
Service Repair Bulletin SRV-SRB-21-029
4. Enter mileage and “defect” details. More specifically, please select the following items:



Subgroup: 0 - Maintenance
Defect Code: 114 – Care Customer Appreciation
Defect Type: Functional
5. You can then complete the claim by clicking
pull-down menu to enter a Service.
and select the EXP item in the
6. When you have selected the EXP item, you can choose a service from the following
options. Service selection includes the necessary labor and spare parts as detailed below.
NOTE
The system will reject any other addition to the warranty claim (such as accessories,
any spare parts not included in the service, troubleshooting time, etc.).
7. Submit the filled-out claim. This starts the pre-approval process, and the Service Area
Manager may pre-approve, amend and pre-approve, or reject the claim as per the usual
procedure.
Ducati North America
www.ducati.com
1292 Reamwood Ave.
Sunnyvale CA, 94089
Tel +1 650 933 9800
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Customer Support Package CR207: Routine
maintenance refund procedure
Multistrada V4 Model Year 2021
Service Repair Bulletin SRV-SRB-21-029
Reimbursement of components and prices
The reimbursement of services included in the Customer Support Package covers:
1. Spare parts
Reimbursement occurs according to the criteria applicable to the other types of warranty
claims (such as NORM, SPAR, etc.). Depending on the specific service, the following
components will be reimbursed:



First Service at 600 mi/1,000 km: engine oil filter, oil
First Annual Service: none
Second Annual Service, including oil change as published in the Ducati scheduled
maintenance intervals: engine oil filter, oil
Shell Advance Ducati engine oil is included in the refund and it is mandatory to use this
oil. It will be refunded at the refund prices shown in the table below.
Currency
Price/liter
USD
21.60
CAD
28.80
MXN
495.00
NOTE
The complementary maintenance does not cover any components used for additional
maintenance or consumables such as brake fluid, brake pads, tires, etc.
2. Labor
Reimbursement occurs according to the same hourly labor rate applicable to the other
types of warranty claims.
Ducati North America
www.ducati.com
1292 Reamwood Ave.
Sunnyvale CA, 94089
Tel +1 650 933 9800
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Customer Support Package CR207: Routine
maintenance refund procedure
Multistrada V4 Model Year 2021
Service Repair Bulletin SRV-SRB-21-029
NOTE
Any extra charges due to non-OEM changes or customizations with components
and/or accessories will not be covered in the reimbursement and will be the Customer’s
responsibility. Any servicing or repair that is not part of routine maintenance and is not
covered by the warranty terms and conditions shall be at the Customer’s charge.
Reimbursement
Approved Warranty Claims will be reimbursed under the standard procedure: twice a month,
every 15 days.
Annexes
 Annex 1: see the attached VIN list for eligible units.
For questions about this Service Bulletin,
please contact your Service Area Manager.
Ducati North America
www.ducati.com
1292 Reamwood Ave.
Sunnyvale CA, 94089
Tel +1 650 933 9800
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