SMB00

Service and Parts Business
Service Manager Bulletin
TITLE:
MY2022 and MY2023 Google Built In Premium
Customer Experience Program
GROUP:
NO:
ISSUING DEPARTMENT:
CAR MARKET:
00
038C
Warranty
Canada
REVISIONS:
ISSUE DATE:
STATUS DATE:
Count restriction removed, dates and time
limits have been extended and Claim Type
has been updated
2022-10-21
2023-02-10
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“Right first time in Time”
MY2022 and MY2023 Google Built In PREMIUM CUSTOMER EXPERIENCE PROGRAM
PROGRAM OFFER
To empower Volvo retailers to provide a superior customer experience to owners of Volvo’s MY2022
and MY2023 Google Built in (hereafter Google) equipped models, Volvo Car Canada Ltd. announces
the revised Google Built In Premium Customer Experience Program. This program will provide Volvo
retailers additional flexibility, to proactively address non-warranty customer concerns during their visit.
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 selfauthorization privileges for up to $2000 according to the program terms below.
EFFECTIVE DATES
MY2022 and MY2023 Google Built in models with original retail delivery dates of September 1, 2021,
through June 30, 2023. The program will expire on November 30, 2023. Claim submission deadline will
be December 15, 2023.
This Goodwill gesture should be primarily focused on the customer rather than the vehicle. Volvo
Accessories are an excellent option to allow customers to further personalize their new vehicle purchase.
To further support this, Volvo suggests proposing an accessory solution as the primary offer of support.
Produced and printed in the USA and available as an electronic document.
© 2023 VOLVO CAR USA, LLC
Service Manager Bulletin 00-038C
CUSTOMER QUALIFIERS
• Customer who has taken retail delivery of a MY2022 and MY2023 Volvo equipped with Google
AND
• Who took delivery (RDR’d) less than 9 months prior to this goodwill offer and between
September 1, 2021 and June 30, 2023
AND
• Who has experienced quality concerns relating to:
- Google interface failures/ missing features in Google interface/ HMI instability/ TCAM &
Internet issues/ etc.
- Quality Concerns relating to electric propulsion
- Missing features on a car due to production restrictions outside of the communicated chassis
breaks
DETERMINE THE RIGHT CUSTOMER OFFER
• 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 and we want the
retailer to best manage how to ensure satisfaction with the product. The Retailer is the best judge of
what the proper gesture is in-the-moment.
CUSTOMER OFFER
• Up to $2,000 per eligible vehicle
• RAM Pre-Authorization is not required for the below:
- The purchase and installation of Genuine Volvo Accessories
- The purchase of an extended warranty (MBP) Contract or other Volvo backed assurance product
- The purchase of a Pre-paid Maintenance contract (excl. BEV)
- Retailer Managed Volvo Valet Contract offer (ex. 12 Valet pickups in 4-year lease term)
• RAM Pre-authorization is required for the below (Normal Goodwill Prior Approval procedures
must be followed.):
- Finance/lease payments
- Offset the cost of the purchase & installation of a home charging station (ChargePoint is Volvo’s
preferred vendor)
SUBMISSION GUIDELINES
• Confirm eligibility:
- MY2022 and MY2023 Google models with original customer retail delivery dates between
September 1, 2021 and June 30, 2023.
- Eligible program customers are retail owners and fleet operators/drivers (non-rental) Applicable
for purchased or leased vehicles (no loaners, inventory or rental fleets)
- Offers can be combined to maximum of $2000 per VIN*.
* For use after a precipitating moment of customer inconvenience, regardless of fault.
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2023-02-10
Service Manager Bulletin 00-038C
•
•
•
•
•
R.O text must include a description of the dissatisfier, and the resulting actions taken.
Receipts must be kept with the RO hard copy and available upon request by the RAM.
Submit “05NT” Goodwill Claim type with CE authorization code followed by the last 4 digits of the
VIN. (Example: CE0954) for those offers that do not require RAM prior approval.
Reimbursement:
- Accessories will be reimbursed at VTSG times and Warranty parts rates.
- MBP/PPM/Assurance Contracts: MSRP
- Finance/ Lease payment at VCFS/BNS contract value
- Valet-retailer warranty hourly rate = 1 round trip (10 trips, warranty rate at $120/ hour = $1,200)
Instances of program abuse can result in suspension from the program.
EXCLUDED CUSTOMER OFFERS
•
•
•
•
•
•
Discounting on Sales in any way
Pre-Paid Cash Cards – Visa, MasterCard, AMEX
Loyalty- Repeat Customer Thank-You Gift/ Delivery Gifts
Coverage of non-Volvo Parts / Accessories
Offset payments for Trade-Assists or Buyback situations
Non-Volvo Branded Assurance Products
Note: Only retail customer purchase or leased vehicles are eligible. Demos and Service Loaners
are not eligible.
RETAILER RESPONSIBILITY
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 Canada Ltd. will process claims for reimbursements 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.
2023-02-10
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Service Manager Bulletin 00-038C
CLAIM SUBMISSION
Long Form Claim
Claim type: 05NT
Cause Code: 98
Symptom Code: 1C
Prior Approval Authorization Prefix: CE followed by the last 4 digits of the VIN* when the customer
offer is for one of the following:
• The purchase and installation of Genuine Volvo Accessories
• The purchase of an extended warranty (MBP) Contract or other Volvo backed assurance product
• The purchase of a Pre-paid Maintenance contract (excl. BEV)
• Retailer Managed Volvo Valet Contract offer (ex. 12 Valet pickups in 4-year lease term)
Prior Approval Authorization Prefix: DP and RAM review is still required when the customer offer is for
one of the following:
• Finance/lease payments
• Offset the cost of the purchase & installation of a home charging station (ChargePoint is Volvo’s
preferred vendor)
Sublet Operation Number: 07016**
Sublet Amount: Up to $2,000.00***
*Retailers are not required to generate a prior approval authorization code via the Volvo Retailer Portal
for those Customer Offers that do not require RAM prior approval.
**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.
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2023-02-10