SMB17-2022-2021-

VOLVO CAR
SERVICE AND PARTS BUSINESS
Service Manager Bulletin
TITLE:
Vehicle Pre Delivery Process MY 2022
GROUP:
NO:
ISSUING DEPARTMENT:
CAR MARKET:
17
2022
Service Operations
United States and Canada
REVISIONS:
ISSUE DATE:
STATUS DATE:
PDS2 must be performed by either a Volvo Certified
Level technician or a Sales or Service Professional
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“Right first time in Time”
The Pre-Delivery Service (PDS) is separated into two parts as outlined below. Payment for each portion of
the PDS will also be separated.
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 ten (10) days of the physical delivery to the customer. The
PDS2 must be performed by either a Volvo Certified Level technician or a Sales or Service Professional
that has successfully completed the “PDS2 Software Update for Sales & Service Professionals” Web Based
training course. 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 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 10 days of delivery prior or post). 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.
Produced and printed in the USA and available as an electronic document.
© 2021 VOLVO CAR USA, LLC
Service Manager Bulletin 17-2022
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.
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. Truck Delivery Vehicle Inspection
2. Stock Maintenance - proper care and maintenance of vehicles in retailer inventory
3. PDS1 - PDS Mechanical, to be done upon arrival to the Retailer.
4. PDS2 - Final Detail and PDS Software Installation, to be done just prior to vehicle delivery
(within 10 days of physical delievery)
5. Delivery of Vehicle to customer
6. Celebrate delivery of vehicle with customer and staff
We encourage you to ensure that these updated 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. If the vehicle is removed from transport mode,
the battery maintenance must be performed every 14 days. PDS2 - Final/Detail and PDS Software
installation must be performed within ten(10) days of 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
Items 3 & 4 – PDS1 and PDS2, Pre-Delivery Service – A two-stage 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 and the latest software is installed at the time of delivery. 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.
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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 5 – 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 (PDS1 and PDS2) REIMBURSEMENT SUBMISSION PROCEDURES
PDS1 will be paid automatically 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 “P” and the last six digits of the VIN. Claim submission for PDS1 claims is not required.
Retailers that receive a vehicle from another retailer and are not the wholesaling retailer should verify
with the wholesaling retailer if the PDS1 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 PDS1.
PDS2 will be paid at the time of delivery to the retailing retailer. Claim submission by the retailing
dealer is required.
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.
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Service Manager Bulletin 17-2022
RETAILER ALLOWANCE for reference information
PDS1 (Automatic Payment) Model
ALL
Model Year
2022
Labor
1.2
Labor OP
17120-2
PDS2 (claim submission required)
Claim Type: PDS2
Model: All
Model Year: 2021
Labor .5
Labor Op 01711
Cause Code: 98
CSC:1C
**PDS2 claims require a retail date be reported. Claims will only be paid to the retailer identifi ed by
Volvo as the retailing retailer. The retailing retailer is required to ensure the PDS2 is completed and the
vehicle has the latest PDS software at the time of delivery.
Note: Minimum technician level required to perform a PDS is a Volvo Certifi ed Level or a Sales or
Service Professional that has successfully completed the “PDS2 Software Update for Sales & Service
Professionals” Web Based training course.
PDS2 SOFTWARE UPDATE PROCESS
1. Note: You must perform a new vehicle readout.
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2. If “No software information found” is displayed in the Vida software tab.
3. 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
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4. Purchase PDS software.
5. An error message will be displayed stating “134 – The hardware part already contains the latest
software. PDS UPGRADE”
6. Remove the software and fi nish any remaining work on the vehicle.
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