SMB00-038

Service and Parts Business
Service Manager Bulletin
TITLE:
MY2022 Google Built In Premium Customer Experience Program
GROUP:
NO:
ISSUING DEPARTMENT:
CAR MARKET:
00
038
Warranty
United States
REVISIONS:
ISSUE DATE:
STATUS DATE:
Updated sublet amount
2022-02-21
2022-05-31
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“Right first time in Time”
MY2022 Google Built In PREMIUM CUSTOMER EXPERIENCE PROGRAM
BULLETIN UPDATES: Up to $1500 per eligible vehicle with no AMM Authorization towards the
purchase and installation of Volvo Accessories or towards lease payments.
PROGRAM OFFER
To empower Volvo retailers to provide a superior customer experience to owners of Volvo’s MY2022
Google Built In Equipped models, VCUSA Quality announces the MY2022 Google Built In Premium
Customer Experience Program. This program will provide Volvo retailers additional latitude, to
proactively address non-warranty customer concerns in an expeditious manner. The ownership
experience should never be compromised due to a customer inconvenience. To help support an enhanced
customer ownership experience, Volvo retailers will now have the ability to self-authorize goodwill
claims (1 time only per VIN) for owners of the MY2022 iCup (Google) Equipped Models.
This program will be effective as of February 15, 2022, on all MY2022 Google Built In Equipped
Models with customer retail dates from September 1, 2021, to June 30, 2022. Coverage will be for a
period of 6-months from customer delivery. The program will expire on December 30, 2022. All claims
under the program must be submitted to Volvo for processing by January 15, 2023.
Note: Only customer purchase or leased vehicles are eligible.
This Goodwill gesture should be primarily focused on the customer rather than the vehicle. Volvo
Accessories is an excellent option to allow customers to further personalize their new vehicle purchase.
To further support this Volvo retailers will have the added ability to self-authorize up to $1500 towards
the purchase and installation of Volvo Accessories.
Produced and printed in the USA and available as an electronic document.
© 2022 VOLVO CAR USA, LLC
Service Manager Bulletin 00-038
PROGRAM HIGHLIGHTS
• Retailer’s discretion to use for Non-Warranty concerns up to 6 months from the vehicle’s original
retail date
• Retailer ability to offer GW to eligible customers “on the spot “
• Up to $1500 per eligible vehicle with no AMM Authorization required (only 1 time per VIN)
• An allowance of up to $1500 for the purchase and installation of Volvo Accessories or
• Up to $1000 to reimburse or compensate the customer for anything from, but not limited to the
• following examples, based on the situation, customer, and regional needs.
- lease payments
- offset the cost of the purchase & installation of a home charging station (ChargePoint is Volvo’s
preferred vendor)
- gift cards for dining at local premium restaurants, i.e., Ruth’s Chris, Chart House, etc.
- gift cards for Tiffany’s or premium hotels
- the purchase of a VIP (Volvo Increased protection Plan) contract (excluding Florida)
- the purchase of a PPM (pre-paid maintenance) contract
PROGRAM GUIDELINES
• Up to $1500 retailer self-authorized spending towards the purchase and installation of Volvo
Accessories or up to $1500 for lease payments
• Up to $1000 towards all other compensation gestures* (see exclusions listed below)
• Submit “05” Goodwill Claim type with CE authorization code followed by the last 4 digits of the
VIN. (Example: CE0954)
• Effective for the first 6 months from the vehicles original retail delivery date.
• MY2022 ICUP (GOOGLE) models with original customer retail delivery dates between September
1, 2021 and June 30, 2022. The program will expire on December 30, 2022. All claims must be
submitted for processing by January 15, 2023.
• Applicable for customer purchased or leased vehicles (not for loaners or vehicles in retailer
inventory)
• Applicable 1 time per VIN*.
• For use only following a precipitating moment of customer inconvenience, regardless of fault.
• The Goodwill gesture should be more focused on the customer than the vehicle.
• R.O. text must include a description of the dissatisfier, and the resulting actions taken.
• Receipts must be kept with the R.O. and available upon request.
• The Retailer is the best judge of what the proper gesture is in-the-moment; if the $1000/$1500 limit
is not spent on noted exclusions, the claim will be paid.
• Instances of program abuse can result in suspension from the program.
NOTE: TAX REPORTING
IRS guidelines require the reporting of certain payments of $600 or more on Form 1099, Nonemployee
Compensation and Miscellaneous Income. Such payments include prizes, awards, and other income.
Please consult with your tax advisor to ensure that these tax reporting requirements are met.
EXAMPLES OF CUSTOMER DISSATISFIERS:
• Problems or concerns with vehicle during or after the delivery process
• Interior and exterior equipment not meeting customer expectations
• Other (at the retailer’s discretion)
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2022-05-31
Service Manager Bulletin 00-038
EXCLUSIONS
• Discounting on Sales in any way
• Pre-Paid Cash Cards – Visa, MasterCard, AMEX
• Loyalty- Repeat Customer Thank-You Gift
• Coverage of non-Volvo Parts / Accessories
• Offset payments for Trade-Assists or Buyback situations
• Non-Volvo Branded Assurance Products
• Combining offers (Accessories and other compensation options)
Note: Gift Cards for products and services are acceptable (Max $1000)
RETAILER RESPONSIBILITY
It is the servicing retailer’s responsibility to confirm vehicle eligibility under the Program as outlined
in this bulletin before any goodwill offer is made to the customer. (Specific models, vehicle age, max
- allowance, and only 1 claim per VIN)
The retailer must confirm the vehicles in service date and vehicle claim history to ensure no previous
customer experience goodwill has previously been honored.
CLAIM REIMBURSEMENT & SUBMISSION PROCEDURES
Volvo Car USA, LLC will process claims for the MY2022 Google Built In Premium Customer
Experience Program through the Warranty Processing system. The LONG FORM application will be
utilized for all claims. The applicable claim type and specific sublet operation are provided below.
CLAIM SUBMISSION
Long Form Claim
Claim type: 05
Cause Code: 98
Symptom Code: 1C
Prior Approval Authorization Prefix: CE followed by the last 4 digits of the VIN.*
Sublet Operation Number: 07016**
Sublet Amount: Up to $1500.00***
*Retailers are not required to generate a prior approval authorization code via the Volvo Retailer Portal.
**Only the specific Sublet operation number provided can be submitted.
***Sublet amount claimed must be equal to the goodwill offer made and within the max allowed.
Note: Claims submitted under this Goodwill Policy will not be eligible for the 10% sublet mark up.
Program spending will be reviewed on a weekly basis to identify major dissatisfiers and program usage.
All claims are subject to Audit. Instances of program abuse may result in suspension from the program
and claim rejection if outside the program parameters outlined.
2022-05-31
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