SMB00321

VOLVO CAR
SERVICE AND PARTS BUSINESS
Service Manager Bulletin
TITLE:
Volvo Complimentary Factory Scheduled Maintenance ‘FSM330’
MY2013 and later
GROUP:
NO:
ISSUING DEPARTMENT:
CAR MARKET:
00
321
Warranty
United States
REFERENCE BULLETINS:
SMB 22-005, SMB 00-108/108C
Service Personnel:
Read and initial
SERVICE
MANAGER
SERVICE
WRITER
ISSUE DATE:
STATUS DATE:
2018-11-06
2019-09-12
WARRANTY
ADMINISTRATOR
Page 1 of 4
“Right first time in Time”
This SMB supersedes the version dated November 6, 2018.
To further enhance the customer’s Volvo ownership experience, Volvo Car USA, LLC offers the MY 2013
and later Volvo Complimentary Factory Scheduled Maintenance Program.
Model Year 2013 and later vehicles, the service intervals are every 10,000 miles and ALL 2013 and later
vehicles must use synthetic oil only.
Oil Specifications
Volvo will only reimburse for Castrol Oil used in any engine repair or service. Claims submitted with
any other oil will result in claim adjustments.
Model Year 2013 - 2018
Only full synthetic oil meeting ACEA A5/B5 requirements should be used. Volvo will only reimburse for
Castrol EDGE Professional Full Synthetic Oil.
Model Year 2019 and later (effective August 1, 2019)
Only full synthetic oil meeting RBS0-2AE/SAE requirements should be used. Volvo will only reimburse
for Castrol EDGE Pro V 0w-20 Full Synthetic Oil.
Please refer to SMB 22-005 & SMB 22-006 for complete Required Oil Information.
The ‘FSM330’ Program covers the following:
• Factory scheduled maintenance up to the first 3 years or 36,000 miles (WHICH EVER COMES
FIRST), as recommended in the Volvo Warranty and Maintenance Records Information booklet.
• Covers all 2013 and later model year Volvo Vehicles leased or sold as new to a retail or fleet
customer and registered in the U.S. by an authorized Volvo dealer. The FSM330 program covers the
first three services at 10,000 mile service intervals.
Produced in the USA and available as an electronic document. Hard copy documents are printed in USA on recycled paper containing
a minimum of 50% wastepaper and 10% post-consumer waste.
© 2019 VOLVO CAR USA, LLC
Service Manager Bulletin 00-321
The warranty processing system will be used to reimburse retailers for claims submitted under the
Complimentary Factory Scheduled Maintenance 330 program (‘FSM330’).
CUSTOMER RESPONSIBILITY
All 2013 and later model year Volvo vehicles leased or sold as new to a retail or fleet customer and
registered in the U.S. by an authorized Volvo dealer will qualify for this program. The vehicle mileage at
time of service for each 10,000 mile interval should not exceed +/- 1,500 miles of the stated service interval
(e.g., the 10,000 mile service should be completed prior to the vehicle exceeding 11,500 miles).
Customers exceeding 11,500 miles or are under 8,500 should be explained that the vehicle mileage
is outside the program terms & conditions. However, in the interest of customer satisfaction the
service manager should offer the service, but insert the following statement on the Repair Order.
“Vehicle is outside the terms and conditions of the Volvo Complimentary Factory Schedule
Maintenance Program; Volvo is providing this service as a good faith gesture.” The customer must
initial this line. The FSM may then be submitted through the normal warranty channel.
Customers should be informed that exceeding the mileage limitations for service may adversely
affect vehicle component service life and warranty coverage for any future related failed
components.
Volvo recommends that owners bring their vehicle in for service at least once a year even if the
vehicle mileage between services is less than 8,500. Low mileage cars will be eligible for FSM if
they are serviced within 2 months of their anniversary date.
The maintenance schedule intervals are based on normal driving conditions and operation. Should an
owner request more frequent/additional maintenance services, the cost of these additional services is the
responsibility of the owner.
RETAILER RESPONSIBILITY
It is the servicing retailer’s responsibility to confirm vehicle eligibility for coverage and mileage
limitations before any service is performed.
The retailer must confirm the maintenance history on the vehicle to avoid duplication. This can be done
by checking the Warranty Vehicle Inquiry screen, the vehicle claim history, vehicle service records, or
the WARRANTY AND MAINTENANCE RECORDS INFORMATION booklet in the vehicle. After
each service, the servicing retailer must complete and stamp the appropriate service interval section in
the owner’s WARRANTY AND MAINTENANCE RECORDS INFORMATION booklet.
The Warranty Vehicle Inquiry screen will identify vehicles eligible for this program with the following
designation:
Message(s): Eligible for: Complimentary FSM330 (first 3 services).
Failure to properly verify a vehicle for each required service under the program by determining if the
service interval is open will result in claim denial.
Note: Maintenance services under the FSM330 program meet Volvo’s recommended maintenance
service requirements. Therefore, there should be no additional charges to the customer.
Page 2 of 4
2019-09-12
Service Manager Bulletin 00-321
CLAIM REIMBURSEMENT
Volvo Car USA, LLC will process claims for the ‘FSM330’ program through the Warranty Processing
system. The LONG FORM application will be utilized for all of the schedule maintenance claims for
this program. The chart included lists all parts and labor operations for this complimentary schedule
maintenance program.
Reimbursement will utilize the following criteria:
•
•
•
•
The retailer’s warranty labor rate, which is in effect on the date of the repair order, will be used to
calculate labor reimbursement.
Parts reimbursement will be at the suggested list price (except for any expendable item) which is in
effect on the date of repair (no handling credit will apply).
Only genuine Volvo parts sold by VCUSA may be used. Only lubricants meeting Volvo
specifications may be used (see Owners Manual for proper grades and applications).
The Service Transaction Statement will detail, in a separate section, claim payment and pending
information identified by the ‘FSM’ Program. This section will be titled ‘FSM Maintenance
Program’ and provides the following information: R.O. number, the Volvo assigned claim number,
and repair date, credit amount and status.
ITEMS NOT COVERED
•
•
•
•
•
Wear items outlined in the Warranty and Maintenance Records Information manual.
Damage to the vehicle resulting from normal wear and tear or abuse.
Vehicles severely damaged and/or declared to be a total loss by an insurer.
Service intervals missed by the owner/driver of record. Volvo retailers will perform the service that
is appropriate for the mileage or age of the vehicle.
Additional customer requested services or Volvo retailer suggested services not specified in the
Volvo Warranty and Maintenance Records Information booklet.
SUBMISSION PROCEDURES
All standard submission requirements apply to claims filed under the ‘FSM330’ program. Claims must
be submitted within 7 days of a repair. Vehicles may not exceed the previously stated mileage ceiling for
each service. Only one (1) claim for each service interval will be allowed per vehicle. As with all claims
submitted through the processing system, Volvo will assign a claim number for each scheduled service
claim. Retailers must use the claim type (FSM330).
Note: Claim type ‘FSM330’ MUST be used for all LONG FORM claims submitted under this
program.
Claims with administrative errors will be returned for correction in the same manner as a warranty claim
would be returned to your retail facility.
Claims for which either the vehicle is not eligible or the vehicle has already had a claim paid for that
interval will be returned / rejected.
The submission and processing procedures outlined in this Service Manager Bulletin apply only to the
‘FSM330’ program. Claim submission procedures for previously issued maintenance programs are still
in effect unless otherwise notified.
2019-09-12
Page 3 of 4
Service Manager Bulletin 00-321
Should you have any questions concerning the CLAIM PREPARATION & SUBMISSION for this
‘FSM330’ program, you should contact the Warranty Assistance Desk.
FSM330 PARTS and MAINTENANCE SERVICE TIME INFORMATION
MODEL YEARS 2013 and later
LONG FORM CLAIM SUBMISSION
PART #
QTY
1275810
1
8692305
1
30750013
1
31372212
1
977751
1
8889951 6 or 7
8889953
6
8888889
1
1189943 1 or 2
PARTS INFORMATION
MODELS
Refer
to
DESCRIPTION
00
00
10
,0
FSM330
1C
98
OPERATION # Non CMA/SPA vehicles
17603
OPERATION #'s CMA/SPA Vehicles Only
17301
17481
Refer to VST for labor reimbursement
MAINT. SERVICE
PART #
QTY
20
,0
00
1275810
1
8692305
1
30750013
1
31372212
1
977751
1
8889951 6 or 7
8889953
6
8888889
1
1189943 1 or 2
30630752
1
30630754
1
30780376
1
30780377
1
31449209
1
31390880
1
31407747
1
31407748
1
PARTS INFORMATION
MODELS
to
VIDA
*Only Castrol Oil program retailers
can claim this part .
LONG FORM SUBMISSION
CLAIM TYPE
SYMPTOM CODE
CAUSE CODE
Page 4 of 4
QTY
PARTS INFORMATION
MODELS
Refer
to
Applicable engines only.
DESCRIPTION
OIL FILTER
OIL FILTER
OIL FILTER
OIL FILTER
WASHER
Castrol Synthetic Oil (5W-30)*
Castrol Synthetic Oil (0-W20)*
$2 EXPENDABLES
WINDSHIELD WASHER FLUID
ENGINE AIR FILTER (ACL)
*Only Castrol Oil program retailers
can claim this part.
LONG FORM SUBMISSION
CLAIM TYPE
SYMPTOM CODE
CAUSE CODE
OPERATION # Non SPA vehicles
OPERATION #'s SPA Vehicles Only
FSM330
1C
98
17612
17301
17435
17481
Refer to VST for labor reimbursement
DESCRIPTION
OIL FILTER
OIL FILTER
OIL FILTER
OIL FILTER
WASHER
Castrol Synthetic Oil (5W-30)*
Castrol Synthetic Oil (0-W20)*
$2 EXPENDABLES
WINDSHIELD WASHER FLUID
Cabin Air Filter
Cabin Air Filter
Cabin Air Filter
Cabin Air Filter
Cabin Air Filter
Cabin Air Filter
Cabin Air Filter
Cabin Air Filter
FSM330
1C
98
OPERATION # Non CMA/SPA vehicles
17607
OPERATION #'s CMA/SPA Vehicles Only
17301
17302
17432
17481
Refer to VST for labor reimbursement
PART #
1275810
1
8692305
1
30750013
1
31372212
1
977751
1
8889951 6 or 7
8889953
6
8888889
1
1189943 1 or 2
30745344
1
OIL FILTER
OIL FILTER
OIL FILTER
OIL FILTER
WASHER
Castrol Synthetic Oil (5W-30)*
Castrol Synthetic Oil (0-W20)*
$2 EXPENDABLES
WINDSHIELD WASHER FLUID
*Only Castrol Oil program retailers
can claim this part.
LONG FORM SUBMISSION
CLAIM TYPE
SYMPTOM CODE
CAUSE CODE
MAINT. SERVICE
30
,0
MAINT. SERVICE
2019-09-12