WARRANTY ADMINISTRATION MANUAL - Chrysler · WARRANTY ADMINISTRATION MANUAL 1. VEHICLE ACTIVITY 1.1...

WARRANTY ADMINISTRATION MANUAL

FCA US LLC

October 2017

1 October 2017 To Return to Previous View Alt + Left Arrow

1. TABLE OF CONTENTS

1. VEHICLE ACTIVITY ......................................................................................... 6

1.1 NEW VEHICLE INSPECTION ................................................................................................................. 6

1.1.1 Dealership Responsibility When Receiving New Vehicles ........................................................... 6

1.1.2 Disputed Transportation Damage ................................................................................................ 9

1.1.3 Inspection of Vehicles Delivered to Other Sites......................................................................... 12

1.1.4 Inspection of Vehicles After the Carrier’s Driver Departure ...................................................... 12

1.1.5 Hidden Damage .......................................................................................................................... 12

1.2 NEW VEHICLE EQUIPMENT ERROR HANDLING ................................................................................ 13

1.3 STORAGE OF NEW VEHICLES ............................................................................................................. 16

1.3.1 General Storage Guidelines ....................................................................................................... 16

1.4 NEW VEHICLE PREPARATION ............................................................................................................ 18

1.5 NEW VEHICLE PREP CHARGEBACK PROCESS .................................................................................... 19

1.6 NEW VEHICLE DELIVERY REPORTING (NVDR) ................................................................................... 20

1.6.1 Retail New Vehicle Delivery Procedure ..................................................................................... 20

1.6.2 Dealer Demos ............................................................................................................................. 20

1.6.3 Manual Road Ready ................................................................................................................... 21

1.6.4 Vehicle Conversions ................................................................................................................... 21

2. CLAIM ACTIVITY .......................................................................................... 22

2.1 SERVICE WRITE-UP PROCESS ............................................................................................................ 22

2.1.1 Vehicle Information Plus (VIP) Portlet ....................................................................................... 26

2.2 CLAIM PROCESSING STEPS ................................................................................................................ 27

2.2.1 Claim Entry ................................................................................................................................. 28

2.2.2 Message Codes .......................................................................................................................... 31

2.2.3 Viewing and Printing Claim Acknowledgements ....................................................................... 31

2.2.4 Weekly Claims Statement .......................................................................................................... 33

2.3 CLAIM PROCESSES ............................................................................................................................. 34

2.3.1 Actual Time Allowance ............................................................................................................... 34

2.3.2 Alternate Transportation Guidelines (Loaner, Rental, Dealer Service Loaner) ......................... 35

2.3.3 Battery ........................................................................................................................................ 39

WARRANTY ADMINISTRATION MANUAL TABLE OF CONTENTS


2.3.4 Continuation Claims ................................................................................................................... 41

2.3.5 Dealer Self Chargeback .............................................................................................................. 42

2.3.6 Deductible Reimbursement Claim ............................................................................................. 43

2.3.7 FCA’s Lifetime Powertrain Limited Warranty 5 Year Inspection Process .................................. 43

2.3.8 Goodwill Types ........................................................................................................................... 47

2.3.9 Labor Operations ....................................................................................................................... 49

2.3.10 Mopar Claims ........................................................................................................................... 50

2.3.11 NPN .......................................................................................................................................... 51

2.3.12 Operation Diagnostics .............................................................................................................. 51

2.3.13 Owner Reimbursement ............................................................................................................ 54

2.3.14 Paint Repair .............................................................................................................................. 55

2.3.15 Parts Information (Parts Tab) ................................................................................................... 57

2.3.16 Scheduled Maintenance On Company-Owned Vehicles ......................................................... 57

2.3.17 Service And Recall Campaigns ................................................................................................. 58

2.3.18 Sublet Vendor Repair ............................................................................................................... 64

2.3.19 Time Punching .......................................................................................................................... 67

2.3.20 Towing ...................................................................................................................................... 67

2.3.21 Transportation Claims (TCR) .................................................................................................... 71

2.3.22 Wheel Alignment Specifications For Claim Entry ..................................................................... 72

2.3.23 Wheel Balance ......................................................................................................................... 74

2.4 CLAIM PROCEDURAL GUIDELINES ..................................................................................................... 74

2.4.1 Authorization Requirements ...................................................................................................... 74

2.4.2 Authorization and Repair Guidelines ......................................................................................... 78

2.5 MOPAR VEHICLE PROTECTION (MVP) ............................................................................................... 96

2.5.1 Repair Authorizations ................................................................................................................ 97

2.5.2 Claim Reimbursement Policy ..................................................................................................... 98

2.6 USED SALES (UVDR) AND OWNER INFORMATION (COIN) .............................................................. 101

2.7 WARRANTY CONTROL PROGRAMS ................................................................................................. 101

2.7.1 Dealer Warranty Information Network (DWIN) Philosophy .................................................... 101

2.7.2 Labor Operation Authorization Requirements ....................................................................... 102

2.7.3 Duplication/Shop Comebacks (Repeat Repairs) ...................................................................... 103



2.7.4 New Dealer Technician Applied Skill Comparison (TASC) Report ............................................ 104

3. PARTS ACTIVITY ........................................................................................ 105

3.1 WARRANTY PARTS RETURN ........................................................................................................... 105

3.1.1 Overview / Requirements ........................................................................................................ 105

3.1.2 Warranty Parts Return Procedure .......................................................................................... 106

3.1.3 FasTrack Quality Parts Return Process .................................................................................... 106

3.1.4 Warranty Parts Return Documentation ................................................................................... 110

3.1.5 Warranty Parts Handling Procedures ...................................................................................... 115

3.1.6 Warranty Part Return Chargebacks ......................................................................................... 117

3.1.7 Warranty Parts Return Tips ...................................................................................................... 118

3.1.8 Exchange Order Entry & Electronic Equipment ....................................................................... 119

3.1.9 Glass ......................................................................................................................................... 120

3.2 MOPAR PARTS & ACCESSORIES PRODUCT WARRANTY COVERAGE ............................................... 122

3.2.1 Mopar Parts Basic 12-Month Limited Warranty – Sold Prior – OCT 1, 2014 ........................... 122

3.2.2 Mopar Parts Basic 24-Month Limited Warranty-Sold On/After-OCT 1, 2014 ......................... 122

3.2.3 Mopar Accessories Limited Warranty ...................................................................................... 123

3.2.4 What Is Not Covered or is Restricted Under Mopar’s Limited Warranties ............................. 123

3.2.5 Other Terms ............................................................................................................................. 123

3.2.6 How to Obtain Warranty Service ............................................................................................. 123

3.2.7 Parts Sold “As Is” Without Warranty ....................................................................................... 123

3.2.8 Mopar Replacement Battery Limited Warranty ...................................................................... 124

3.2.9 Mopar Gaskets and Seals Limited Warranty ............................................................................ 124

3.2.10 Mopar Replacement Catalytic Converter 3 Yr/25,000 Mile Limited Warranty ..................... 124

3.2.11 Mopar Replacement Value Line Muffler, Value Line Shocks and Struts, Pick-Up Bedliner and

Value Line Brakes’ Lifetime Limited Warranty .................................................................................. 124

3.2.12 Mopar Performance Parts Limited Warranty ........................................................................ 124

3.2.13 Mopar Powertrain Limited Warranty .................................................................................... 125

3.2.14 Mopar Remanufactured Parts (Except Powertrain Parts), Including Cummins Diesel Engine

Assemblies & Abx Antilock Brake Controller .................................................................................... 125

3.2.15 Mopar Collision Replacement Parts Lifetime Limited Warranty ........................................... 125

3.2.16 Mopar Electronic Powertrain Registration ............................................................................ 125

3.2.17 Vintage Parts, Inc. (VPI) .......................................................................................................... 126



4. SPECIAL WARRANTY ................................................................................. 127

4.1 GOVERNMENT VEHICLES ................................................................................................................ 127

4.1.1 Warranty Coverage .................................................................................................................. 127

4.1.2 New Vehicle Preparation and Adjustment Service .................................................................. 127

4.1.3 Transportation Claims .............................................................................................................. 129

4.1.4 New Vehicle Equipment Errors ................................................................................................ 130

4.1.5 Special Equipment.................................................................................................................... 130

4.1.6 “Over-the-Counter” Replacement Parts and Accessories Warranty ....................................... 130

4.2 INTERNATIONAL VEHICLE WARRANTY ............................................................................................ 131

4.2.1 Warranty Service for Non-Us Vehicles ..................................................................................... 131

4.2.2 Vehicles Built to US Government Specifications and Purchased Solely for Export ................. 132

4.2.3 Where to go for Service Outside of the US, Canada and Mexico ............................................ 133

5. SUPPLEMENTAL INFORMATION ................................................................. 134

5.1 WARRANTY INFORMATION CENTER (WIC) ..................................................................................... 134

5.2 SERVICENET ..................................................................................................................................... 136

5.3 COMDASH ....................................................................................................................................... 137

5.4 ePUBLISHING ................................................................................................................................... 137

5.5 WARRANTY TRAINING ..................................................................................................................... 138

CALENDAR YEAR 2018 UPDATES .......................................................................................................... 139

FCA’s Lifetime Powertrain Limited Warranty 5 Year Inspection Process ......................................... 139

Minimum Training Requirements (MTR) .......................................................................................... 139

Government Vehicles ........................................................................................................................ 139

Powertrain Pre-Authorization Program ............................................................................................ 139



Non-US Shipped Vehicles Imported and Driven in the US ................................................................ 140

Exchange Order Entry & Electronic Equipment ................................................................................ 140

New Vehicle Error Billing and Adjustment Request .......................................................................... 140


New Vehicle Prep Chargeback Process ............................................................................................. 141




Claim Processing Steps ...................................................................................................................... 141

Dealer Demos .................................................................................................................................... 141



Duplicate Recalls ............................................................................................................................... 142

Switching of Factory Installed Equipment on Stock Units ................................................................ 142

General Storage Guidelines .............................................................................................................. 142



1. VEHICLE ACTIVITY

1.1 NEW VEHICLE INSPECTION

The purpose of the New Vehicle Inspection is to identify and record any damage which could be

transportation related and to note the condition of the loose ship item package. The dealer’s

inspector must follow the “Receipt of New Vehicles” policies in the Dealer Policy Manual (DPM)

“Transportation Damage” section when conducting a new vehicle inspection.

It is the dealer’s responsibility, not the carrier’s representative, to ensure the loss or damage is

properly recorded upon delivery, on either the carrier’s electronic device or paper Delivery

Receipt.

1.1.1 DEALERSHIP RESPONSIBILITY WHEN RECEIVING NEW VEHICLES

The dealer’s adherence to the following requirements is mandatory when receiving new vehicles, whether they are shipped to the dealership, or an alternate site at the dealer’s request.

The dealer must have a qualified dealership representative readily available during normal business hours that is knowledgeable of the inspection process and determining transport damage.

The dealer is permitted fifteen minutes per vehicle, or up to one hour for a full load, to perform a complete interior and exterior inspection once the vehicle has been off-loaded. The dealer may be billed by the carrier for any time beyond these guidelines.

The dealer is permitted to perform a touchless wash on the vehicle(s) prior to inspecting.

The vehicle is not to be touched during the washing or drying process.

The carrier is allowed to view the process if requested.

The dealer’s representative (inspector) and the carrier’s representative (truck driver) must thoroughly inspect the interior and exterior of each vehicle and note any damage which could be transportation related, including the condition of the loose item package.

Damage must be recorded using the appropriate Area/ Type/ Severity (ATS) codes listed below.

Failure to properly record the damage or perform an inspection at the time of delivery during normal business hours may result in the Transportation Claim Request (TCR) being rejected or the claim being charged back.


INSPECTION GUIDELINES During the inspection process please make sure the following are documented:

Any and all damage using the appropriate (ATS) codes listed below and photograph the area damaged.

All damages should include a close-up photo, a photo from three feet, and a photo of the entire panel showing the damage in relation to the panel.

Damage to vehicles with protective film:

The protection should not be removed from the vehicle unless the parties suspect there is damage under the film/body cover.

If the transit film or body cover is cut or torn while in transit, it is the responsibility of the dealer to note the area of the damage that corresponds with where the film is torn, using the damage codes listed below. Photos must also be taken of the damaged or disturbed film prior to removing it for further inspection. In case the parties suspect damages under the film, they are authorized to remove the film in order to examine the body of the vehicle.

Any damage found under undisturbed protective film and not visible will not be considered as transportation damages.

All damages must be properly documented on the Delivery Receipt and photos must be included.

If the film is not disturbed it does not have to be removed at this time. If the film is removed for inspection, please do not reapply it.

Damage caused by physical impact, abrasion or other carrier negligence.

Exterior glass scratches or broken glass not caused by stress. Ensure the photo captures the impact point. Stress cracks show no sign of impact and may originate under the molding.

Soiling of interior, regardless of location. However, please be advised transportation responsibility is limited to the driver’s cockpit area.

Interior or exterior damage when vandalism or abuse is evident.

Undercarriage damage


Missing parts or accessories, particularly items shipped loose.

To be considered transportation responsibility the condition of the bag must be noted upon delivery.

If the bag is ripped or torn the contents should be verified and any missing items recorded. The TCR must contain pictures of the manipulated bag as well as a list of items shipped loose in the vehicle.

If the entire bag is missing, a list of the items shipped loose in the vehicle must be included in the TCR and / or claim, and the claim should be filed as Transportation.

If the bag is NOT manipulated in any way and an item is missing then the claim should be filed as Warranty.

Parts installed in the vehicle, which do not require a tool to remove, are not considered

loose ship items (i.e. Cargo Area Covers).

Identify all sets of keys.

All keys are banded together out of the factory. If the tie-strap is intact and a key is missing, then it is not considered transportation. If the tie-strap is cut, then it is considered transportation related.

Tire or wheel rim damage outside of the lug nut area.

NOTE: The following part numbers and labor operation numbers should be used when replacing tires for transportation damage: Tire Size Part Number 13" TRE13 14" TRE14 15" TRE15 16" TRE16 17" TRE17 18" TRE18 19" TRE19 20" TRE20 Quantity Labor Operation Labor Replaced Number Hours 1 22-43-01-01 0.4 2 22-43-01-02 0.6 3 22-43-01-03 0.8 4 22-43-01-04 1.0


If no evidence of transportation damage or loss exists, sign the carrier’s electronic device. A copy of the Delivery Receipt should be available instantaneously for dealer records if the delivery is done electronically, but the dealership must ensure the carrier has the correct e-mail address. There is a tutorial in DealerConnect under the “Service” tab titled Transportation Support which explains the TCR process.

If the carrier has a paper Delivery Receipt, sign the form and retain a copy for dealer records.

If the dealer representative (inspector) finds transportation damage, record the damage on the carrier’s electronic device, or the Delivery Receipt, as accurately as possible.

Failure to properly record the damage using the codes listed below will result in a TCR

rejection or claim full or partial chargeback, based on the circumstances.

Sign the device and have the carrier’s driver to do the same.

Please ensure the carrier has the correct e-mail address so a copy of the Delivery Receipt can be sent to the responsible individual.

IMPORTANT: After the carrier’s driver has received their signed copy and departed, damages or shortages added to the Bill of Lading/Delivery Receipt are not reimbursable by the Company or carrier. Only damages noted jointly by the dealer and the driver can be claimed as transportation damage. If there is a dispute between the dealer and the driver about what transportation damage or loss

has occurred, follow the dispute procedure outlined in this manual. Failure to follow this

procedure will result in a full or partial chargeback, based on the circumstances. These include,

but are not limited to, factory damages noted by the carrier and their refusal to sign for

damages.

September 27, 2018

1.1.2 DISPUTED TRANSPORTATION DAMAGE

If there is a dispute between the dealer and the carrier’s driver about what transportation damage or loss has occurred, both the dealer and the driver must note the nature of the dealer disagreement on the Delivery Receipt and sign the receipt. Then please contact the Logistics Help Desk immediately and advise them of the dispute so it can be recorded. Do not start repairs on any disputed items until authorized to do so through a TCR approval, or if located in Canada, by FCA Canada Logistics. If the dealer has not been advised within two (2) business days, please contact the Logistics Hotline at 1-855-683-7062 for further assistance.


Standard Damage Codes – First two digits –AREA, second two digits – TYPE, and last

digit – SEVERITY

The conditions listed below are NOT to be considered transportation damage and should NOT

be reported on the Carrier’s Delivery Receipt.

01 ANTENNA / ANTENNA BASE 34 67 CIGARETTE LIGHTER / ASH TRAY

02 BATTERY / BOX 35 68 CARPET - FRONT

03 BUMPER / COVER / EXT. - FRONT 36 69 CENTER POST - RIGHT

04 BUMPER / COVER / EXT. - REAR 37 70 CENTER POST - LEFT

05 BUMPER GUARD / STRIP - FRONT 38 71 CORNER POST

06 BUMPER GUARD / STRIP - REAR 39 72 LEFT FRONT TIRE

07 DOOR - BACK CARGO - RIGHT 40 73 LEFT FRONT WHEEL / RIM

08 DOOR - BACK CARGO - LEFT 41 74 LEFT REAR TIRE

09 DOOR - CARGO - RIGHT 42 75 LEFT REAR WHEEL / RIM

10 DOOR - LEFT FRONT 43 76 RIGHT REAR TIRE

11 DOOR - LEFT REAR 44 77 RIGHT REAR WHEEL / RIM

12 DOOR - RIGHT FRONT 45 78 RIGHT FRONT TIRE

13 DOOR - RIGHT REAR 46 79 RIGHT FRONT WHEEL / RIM

14 FENDER - LEFT FRONT 47 80 COWL

15 QTR PANEL / PICK UP BOX - LEFT 48 81 GAS CAP / COVER

16 FENDER - RIGHT FRONT 49 82 FENDER - REAR LEFT

17 QTR PANEL / PICK UP BOX - RIGHT 50 83 FENDER - REAR RIGHT

18 FLOOR MATS - FRONT 51 84 TOOLS / JACK / SPARE TIRE MOUNT & LOCK

19 FLOOR MATS - REAR 52 85 COMMUNICATION / GPS UNIT

20 WINDSHIELD 53 86 PARKING SONAR SYSTEM

21 GLASS - REAR 54 87 OPEN

22 GRILLE 55 88 OPEN

23 ACCESSORY BAG / BOX 56 89 TRAILER HITCH / WIRING HARNESS / TOW HOOKS

24 HEADLIGHT / COVER / TURN SIGNAL 57 90 FRAME

25 LAMPS - FOG / DRIVING / SPOT LIGHT 58 91 EXHAUST SYSTEM

26 HEADLINER 59 92 LICENSE PLATE BRACKET

27 HOOD 60 93 STEERING WHEEL / AIRBAG

28 KEYS 61 94 SEAT - FRONT LEFT

29 KEYLESS REMOTE 62 95 SEAT - FRONT RIGHT

30 MIRROR - OUTSIDE LEFT 63 96 SEAT - REAR

31 MIRROR - OUTSIDE RIGHT 64 97 CARPET - REAR

32 OPEN 65 98 INTERIOR - OTHER

33 AUDIO / VIDEO PLAYER 66 99 ENGINE COMPARTMENT - OTHERDASH / INSTRUMENT PANEL

OPEN

RAILS, TRUCK BED / LIGHT BAR

SPOILER / DEFLECTOR - REAR

LUGGAGE RACK (STRIPS) / DRIP RAIL

RADIO SPEAKERS

WIPERS - ALL

OPEN - SPECIAL USE CODE

PICK UP BOX - INTERIOR

GAS TANK

TAIL LIGHT / HARDWARE

UNDERCARRIAGE - OTHER

CARGO AREA - OTHER

VINYL / CONVERTIBLE TOP / TONNEAU COVER

WHEEL COVERS / CAPS / RINGS

TRIM PANEL - FRONT RIGHT

OPEN

DECK LID / TAILGATE / HATCHBACK

SUNROOF / T-TOP

SPARE TIRE / WHEEL

OPEN

OPEN

OPEN

TRIM PANEL - FRONT LEFT

CD CHANGER - SEPARATE UNIT

SPLASH PANEL / SPOILER - FRONT

OPEN

DAMAGE AREA CODES

TV / DVD SCREEN

ROCKER PANEL / OUTER SILL - LEFT

ROCKER PANEL / OUTER SILL - RIGHT

ROOF

RUNNING BOARD / STEP - LEFT

RUNNING BOARD / STEP - RIGHT

01 BENT 11 24 MARKER LIGHT / TURN LIGHT DAMAGE

02 BROKEN 12 25 DECAL / PAINT STRIPE DAMAGED

03 CUT 13 29 CONTAMINATION - EXTERIOR

04 DENTED - PAINT BROKEN 14 30 FLUID SPILLAGE - EXTERIOR

05 CHIPPED - EXCEPT GLASS & PANEL EDGE 18 34 PANEL EDGE CHIPPED

06 CRACKED - EXCEPT GLASS 19 36 PART / OPTION NOT AS INVOICED

07 GOUGED 20 37 HARDWARE EXTERIOR - DAMAGED

08 MISSING - EXCEPT MOLDING / EMBLEM 21 38 HARDWARE EXTERIOR - LOOSE / MISSING

09 SCUFFED 22 39 JUMPED CHOCKS

10 INTERIOR STAINED / SOILED 23

1 LESS THAN & INCLUDING 1" 3 5 OVER 12"

2 OVER 1" UP TO & INCLUDING 3" 4 6 MISSING

00-00-0 NO DAMAGE 51-00-0 CARGO SEAL INTACT 62-29-1 Brown Moromated Stink Bugs

02-00-0 BATTERY NOT CHARGED 60-00-0 CARGO SEAL MISSING / BROKEN 99-29-1 Australia Seed Pod Contamination

32-02-6 MAJOR DAMAGE SURVEY / APPRAISAL FEE 41-08-0 STOLEN VEHICLE

46-00-0 VEHICLE SHIPPING ORDER IN VEHICLE 41-00-0 STOLEN VEHICLE RECOVERED

49-00-0 VEHICLE SHIPPING ORDER NOT IN VEHICLE 88-00-0 All LOOSE SHIP ITEMS PRESENT

43-00-0 LOW FUEL - 1/8 OF A TANK OR LESS 87-XX-X FRONT UNDERBUMPER DAMAGE

OVER 6" UP TO & INCLUDING 12"

GLASS - BROKEN

GLASS - CHIPPED

GLASS - SCRATCHED

OVER 3" UP TO & INCLUDING 6"

DENTED - PAINT / CHROME NOT DAMAGED

MOLDING / WEATHER.STRIP / EMBLEM DAMAGED

MOLDING / WEATHER.STRIP / EMBLEM MISSING

GLASS - CRACKED

PUNCTURED

SCRATCHED - EXCEPT GLASS

TORN

DAMAGE TYPE CODES

SEVERITY

CHRYSLER SPECIFIC DAMAGE CODES


Note: At no time, should any reference to “factory damage” be noted on the actual Delivery Receipt to describe the conditions listed below. In the event that any of the conditions listed below exist, they are generally claimed on a Repair Order (RO) and may require approval through Digital Imaging.

Industrial fallout, acid or fluid dripping damage to vehicle exterior (unless clear evidence supports carrier responsibility).

Wavy sheet metal, file, grinder, or weld marks, regardless of whether or not it is covered by protective shipping film.

Sheet metal protrusions of any size, unless evidence supports carrier liability or abuse.

Paint damage caused by misalignment of panels or moldings.

Chips on panel edges, other than the trailing edge of the driver’s door.

Peeling, runs, sags, blisters or foreign material in paint.

Stress cracks in glass. Stress cracks show no sign of impact and originate under the molding.

Under chrome defects, or thin or peeling chrome.

Obvious assembly damage, done prior to or during installation of parts (i.e. scratches that run under moldings, decals or bumper guards).

Improperly installed moldings, nameplates, emblems or weather stripping.

Missing moldings, nameplates, emblems or decals when there is clear evidence of no installation (i.e. holes not drilled for installation).

Bent parts caused by misalignment.

Damage to painted surfaces under the protective shipping film, unless there is damage to the protective film.

Scratches that do not catch the fingernail and can be buffed out, such as scratches that do not break through the clear-coat.

Wheel damage around lug nut holes.

Vehicles with sheet metal dents, restricted to severity 1 or less than 1” in diameter with no paint damage or evidence of physical impact, abrasion, or forced entry (Damage Type Code 14-Severity 1), are not considered transportation damage.

All other physical impact type damage, loss, or soiling, as described in the guideline is in general considered transportation damage.


1.1.3 INSPECTION OF VEHICLES DELIVERED TO OTHER SITES

When a vehicle is subsequently shipped back to the dealer from a drop-ship site, the dealer must retain the original signed copy of the Carrier’s Delivery Receipt with the vehicle. The dealership is responsible for any transportation damage that occurs to a vehicle shipped from a drop-ship site to another dealership location. A dealer may not report or claim such damage from FCA US.

1.1.4 INSPECTION OF VEHICLES AFTER THE CARRIER’S DRIVER DEPARTURE

If a vehicle is delivered after hours or when snow or ice conditions make an immediate inspection impossible (not rain or dirt), the dealer must have two (2) business days after the vehicle’s delivery to inspect and notify the carrier by traceable means (Fax, Email, Certified Mail) of any damage found. Failure to properly notify the carrier of transportation damage may result in a full or partial

chargeback, based on the circumstances or non-payment to the dealership for any repairs

completed. For additional information, please refer to “Transportation Claims (TCR)” contained

in this manual.

If the dealer has a Subject To Inspection (STI) and/or special delivery agreement with the carrier, it must clearly outline all agreed requirements for delivery. The agreement shall include, but not be limited to, an acceptable location for vehicle drops, delivery times and contact names. If there is damage or loss on a vehicle delivered after normal business hours, the dealership must notify the carrier by traceable means (Email, Fax or Certified Mail) within two (2) business days after the delivery of the vehicle and maintain a record of proof that the notification was delivered to the carrier in a timely manner. If no transportation loss or damage is found, the inspector should simply date and sign the Carrier’s Delivery Receipt, file the receipt, and process the vehicle through the “New Vehicle Preparation” procedure. September 27, 2018

1.1.5 HIDDEN DAMAGE

The inspection procedure must follow the hidden damage policy as defined in the Dealer Policy Manual (DPM) “Transportation Damage” section. If any hidden transportation damage or loss is found, the dealer must notify the carrier by traceable means (Fax, Email or Certified Mail) within two (2) business days after delivery of the vehicle and maintain a record of proof that the notification was delivered to the carrier in a timely manner. Notification must be made to the carrier’s nearest administrative office and include the following:

Vehicle Identification Number (VIN)

A copy of the vehicle’s Delivery Receipt with a complete description of the damage or loss noted by the applicable Damage – Area/ Type/ Severity Codes.


Ensure that the Certified Mail Receipt is date-stamped by the U.S. Postal Service. Write the Certified Mail Receipt number in the “Remarks” area of the Carrier’s Delivery Receipt and on the Repair Order form. Some carriers will accept notification of hidden/STI transportation damage or loss via Fax or Email. If the use of either method is elected, acknowledgment from the carrier stating they have received the Fax or Email must be retained. The Fax/Email transmission date must be entered in the “Certified Receipt” field on the Repair Order. Carriers that allow dealers to notify them of transportation damage or loss on after hours deliveries via Fax/Email, must contact the carrier by the number or contact information listed on the Delivery Receipt provided. Note: If there is no Email/Fax number provided or the contact information does not work, please contact the Logistics Help Desk immediately at 1-855-683-7062 to receive further instructions. VERY IMPORTANT - A copy of the Fax confirmation, Email or Certified Mail receipt must be retained as proof that proper STI notification was made within the two (2) business day limitation as set forth above. For non-major damage repairs (as defined in the Dealer Policy Manual (DPM) “Transportation Damage” section), hold the vehicle for two (2) business days before starting repairs, to allow time for the vehicle to be inspected by the carrier. In addition, there must be an approved TCR in the system, if required, to begin repairs. When the carrier’s representative has finished the inspection, they must provide and sign a carrier’s Delivery Receipt. Retain in the dealer’s files. Then, proceed with the needed repairs. Dealers are encouraged to contact the carrier directly to expedite the repair process. The dealer must obtain written consent from the carrier to initiate repairs prior to the end of the two (2) business day period, and retain consent documentation for dealer records. If the carrier has not sent an inspector within two (2) business days, the needed repairs may proceed.

1.2 NEW VEHICLE EQUIPMENT ERROR HANDLING

For this process to function correctly, it is important to understand how to identify a New Vehicle Equipment Error. Sometimes vehicles are not built as ordered. Certain ordered equipment may not be available, so substitutions or cancellations are made by the assembly plant. These notices will be posted by model and effective date in DealerCONNECT > Sales > Product Change Notice. All New Vehicle Equipment Error Claim requests should be verified by checking the Product

Change Notices in DealerCONNECT to insure validity. Invalid New Vehicle Equipment Error

claim requests will be subject to a full or partial chargeback, based on the circumstances.

September 27, 2018


When substitutions or cancellations are made, both the Monroney Label and the Firm Invoice are adjusted accordingly. If a vehicle is identified as having missing or substituted equipment, but the Vehicle Invoice, Monroney Label and vehicle equipment agree, there is no New Vehicle Equipment Error and this procedure does not apply. If the equipment substitution or cancellation results in the customer electing not to take delivery of the vehicle, and the dealer does not want to stock the vehicle, the dealer should contact their Sales Area Manager/District Manager. The New Vehicle Equipment Error procedure is only used to correct problems related directly to a Sales Code on a Monroney label or firm invoice, where equipment defined by the Sales Code on the label or the invoice was not installed, or the wrong equipment was installed. For example, if a vehicle invoice showed that a 8.4” Touchscreen Navigation Radio (RA4) had been ordered, but the vehicle was received with a AM/FM CD MP3 Radio (RES), it could be corrected using the New Vehicle Equipment Error procedure. There are two options for correcting New Vehicle Equipment Errors: correct locally or billing adjustment. Neither of these requires the involvement of the Business Center Office or the Area Manager/District Manager. Dealers are empowered to directly handle the correction. Correct Locally If the problem can be resolved by the installation or replacement of parts, order the correct parts in the normal manner and install them. Submit a warranty claim in DealerCONNECT, and use failure code “SE” to identify the repair as a New Vehicle Equipment Error correction. Don’t use failure code “SE” for any other reason. In those rare cases where the part/assembly needed to make the correction is not listed in the parts catalog, such as a complete seat assembly, the parts manager can obtain assistance by calling a Specifier at 1-800-765-7732. They will assist in obtaining the needed part assembly. New Vehicle Equipment Error claims must be submitted to FCA US within 30 days of receipt of the vehicle from the carrier. Claims for New Vehicle Equipment Errors, which are submitted beyond 30 days of the receipt of the vehicle from the carrier, will not be considered without an acceptable reason for the delay in submission. Claims submitted beyond the 30 days will reject for Message Code CD2 (New Vehicle Equipment Error (NVEE) repair performed beyond time limits). Billing Adjustment Requests This form must be submitted within 30 days of vehicle delivery to dealer. Approved adjustments will be included in daily invoices and will appear on your monthly statement. Claims for billing adjustments must be received by FCA US within 30 days of the vehicle’s arrival at the dealership. A “New Vehicle Equipment Error Billing Adjustment Request Form” must be sent to FCA US Central Vehicle Invoicing department. The form is available in DealerCONNECT and you can access it by going to the DealerCONNECT > Service > Publications >ePublishing. Enter your dealer code (i.e.: 12345) and DCX as the password. Go to Place an Order > Warranty > Forms > New Vehicle Equipment Error Billing Adjustment Request. Approved adjustments will be included in daily DealerCONNECT invoices and will appear on monthly parts statements. You will be notified of the disposition of any billing adjustment within 10 business days.


If a supplemental Monroney label is not installed on the vehicle prior to vehicle sale, any billing adjustments approved by FCA US must be disclosed to the customer and appear as a line item on the retail sales agreement.

NEW VEHICLE ERROR BILLING AND ADJUSTMENT REQUEST This form should be used to obtain a billing adjustment for new vehicle equipment errors because you were billed for equipment not received (I.E. the vehicle was ordered and invoiced with ABS brakes but was built without ABS brakes). It may not be feasible for you to add this equipment, so a billing adjustment should be requested. This form should NOT be used in the following instances:

Recovery of missing equipment that is shipped loose in the vehicle

New vehicle equipment errors where the dealer installs the proper equipment and uses a Repair Order (RO) to recover the associated costs.

New vehicle equipment errors where no billing adjustment is necessary because you were not billed for the equipment you did not receive.

BUSINESS CENTER: __________

DEALER CODE: ____________________

VIN: ___________________________________________________________

DATE RECEIVED BY DEALER (MM/DD/YYYY): _______/_______/_________

DEALER CONTACT PERSON: ______________________________________

TELEPHONE NUMBER: _________-_________-_______________

RECEIVED WITH SALES CODE (IF AVAILABLE): _____________

DESCRIPTION OF EQUIPMENT ERROR: _____________________________

_______________________________________________________________

PLEASE COMPLETE THIS FORM AND EMAIL TO VEHICLE INVOICING AT: [email protected] 81-016-4028

October 11, 2018


1.3 STORAGE OF NEW VEHICLES

The dealership is responsible for the proper storage of new vehicles. Repairs that are required because of improper storage, lack of proper maintenance, or damage that occurs while the vehicles are in dealership storage are the responsibility of the dealer.

1.3.1 GENERAL STORAGE GUIDELINES

If possible, store all vehicles indoors, in clean, dry areas. If outdoor storage is necessary:

Try to avoid storage locations near any obvious source of industrial or environmental contamination such as trees, factories, steam or vapor vents.

Keep tight security on your stored vehicles.

If the vehicle is parked on an incline, park it with the front end higher than the rear; this will prevent “hydrostatic lock” caused by gas draining into the engine.

At least once a week, rinse the vehicle; snow should be washed off more often, since it can trap harmful contaminants. Dry all horizontal surfaces.

As continual protection, the protective transit film should be left on all vehicles until they are delivered or up to 180 days. All vehicles display a removal date label on the transit coating on the hood. If manufacturer’s body or paint damage is detected after removal of the film, repairs will require a Warranty claim. Vehicle Storage and Maintenance Plan for FIAT 500e

When the vehicle is delivered to the dealership it will be in “logistic mode.” Vehicles should be in “logistic mode” until ready for delivery to the customer or put into the dealer stock for demos. Once the vehicle is put into “customer mode” using wiTECH, maintain the vehicle at 100% State of Charge (SOC), or fully charged, as much as possible. Avoid storing the vehicle between 35% and 65% SOC.

Inspect / adjust tire pressure to max sidewall, compensate if necessary – ensure wheel covers are installed after inspection

Ensure all possible openings on the vehicle are closed

Do not apply parking brake during storage

Keep all the HVAC recirculation mode and doors in the closed position

Inspect for dirt, fallout, contamination; wash / rinse vehicles where contamination is noted

Top off the HV battery using an EVSE while in “logistics mode” every 30 days. Please note: while in “logistics mode” SOC will not exceed 35%. (Level 2 is the preferred method)


Inspect all windows for any damage and if found – store in covered area until repairs can be made

Verify that there is no water seepage into the passenger and luggage compartments

Move the vehicles so that the tires rotate 45 degrees to prevent “flat spotting” (this can be accomplished by moving the units to the charging station)

PRECAUTIONS – ALL VEHICLES

Do not leave the protective transit film on the vehicle beyond the expiration date on the hood. After 180 days the material may become brittle and difficult to remove and

may result in paint blemishes.

Implement a procedure to ensure that the appropriate dealer personnel are alerted when the film must be removed from the vehicle (just prior to the expiration date).

Do not remove the protective film until necessary.

If paint damage results from the protective film being left on the vehicle past the expiration date, the cost of repair shall be the responsibility of the dealer.

If paint damage results from the protective film being removed prior to delivery, but not beyond the expiration date, the cost of the repair shall be the responsibility of the dealer.

Refer to Service Bulletin 23-010-12 for complete removal and disposal instructions.

Ignition-Off Draw (IOD) should be disconnected.

Check each vehicle’s battery for an adequate state of charge at least once a month. It’s the dealership’s responsibility to charge discharged batteries. To support battery maintenance, a copy of the battery slip must be retained in the vehicle’s file.

Check each vehicle’s tire inflation and set them to the maximum recommended levels. Move the vehicles periodically to avoid “flat-spotting” the tires.

Periodically move vehicles to prevent corrosion on brake rotors.

NOTE: It is the responsibility of the dealer to ensure that customers do not receive

a vehicle that may be subject to “lot rot”. Lot rot is a condition that can occur on

vehicles that remain stationary for long periods of time. Two areas that are greatly

affected by lot rot are tire flat spotting and the brake rotor corrosion.

Diesel specific: When moving vehicle, allow engine to warm up to operating

temperature prior to parking for long periods of time. Very short run times followed

by long periods of sitting will allow condensation to develop in the system, which

may allow surface oxidation on the EGR Bypass Valve, which may result in a check

engine light.

June 27, 2019


DO NOT engage the parking brake; keep it in the off position.

Keep windows closed, doors locked, and all interior trim covers intact and in place.

DO NOT use chalk, crayons or any marker with abrasives in it on any painted, plated or glass surfaces.

Always use seat covers when moving a vehicle.

Always use carpet protectors when moving a vehicle.

1.4 NEW VEHICLE PREPARATION

The dealer MUST carry out the FCA US specified “New Vehicle Preparation” procedure on every new vehicle that they sell to the public. The dealer must take ANY additional steps that might be needed to ensure that every vehicle they deliver is as defect and error free as possible. Also, the dealer MAY NOT charge any customer a prep fee in addition to the allowed Road Ready allowance paid to the dealer by FCA US. NOTE: The dealer MUST get prior written approval from your Business Center Office to sublet new vehicle preparation services to another facility. Dealers are automatically paid for performing new vehicle preparation services (Road Ready), on all new vehicles that are “shipped to” the dealership. The payment is shown as a credit on your “Weekly Claim Statement”. We suggest that new vehicles be prepared for delivery as soon as they arrive at the dealership. This process will ensure that:

The dealer always meets the two working day deadline for reporting hidden transportation damage.

New Vehicle Equipment Errors are identified and resolved prior to the vehicle being sold.

The vehicle will be defect free and ready for the customer at the point of sale. The dealer will need the VIN-driven dynamic “New Vehicle Prep Form” located in DealerCONNECT> Service> Repair Information> New Vehicle Prep to perform and record all services. It must be completed for each new vehicle and be attached to the Repair Order, which should be retained in the customer’s service file. The VIN-driven dynamic form will serve as the VIP, since the open service information is included on the form. BASE LEVEL DEALERS ONLY: A full and accurate account of the actual time spent on each vehicle, by each technician,is required. Even if the dealer’s service department works in teams, each team member involved in any aspect of prepping a vehicle should record the elapsed time. A time clock must be used for the recording of the time-on and time-off for each new vehicle that you make “Road Ready”. It is required that time documentation be recorded on the Repair Order.


1.5 NEW VEHICLE PREP CHARGEBACK PROCESS

The New Vehicle Prep payment chargeback process includes any vehicle sold or leased

with an open Safety Recall, Emissions Recall, Customer Satisfaction Notice (CSN) or

RRTs that are BOTH labor-only and requires parts. Exceptions will be made to disable

chargebacks in situations where parts availability does not meet corporate standards.

Federal Law requires that any new vehicle may be sold or leased only after all Safety Recall

procedures have been performed.

The dealer is required to always verify/review Page 2 (NVP Service Actions Required) of the

New Vehicle Prep form during the New Vehicle Prep process. The dealer must take any

corrective action necessary to complete any open Safety Recall, Emissions Recall, CSN or

Rapid Response Transmittal (RRT) procedures on a current DealerCONNECT or wiADVISOR

VIP prior to delivery.

To view vehicles with an open Recall, CSN or RRT, the dealer may go to:

DealerCONNECT> Sales> Orders & Inventory> VOIM> Inventory with Safety Recalls

DealerCONNECT> Sales> Orders & Inventory> VOIM> Inventory Impacted by Service

Actions

Complete Recall information can also be found in:

DealerCONNECT > Service > Repair Information > Global Recall System.

The dealer must submit all Safety Recall, Emissions Recall, CSN and RRT Warranty claims

immediately after completing the repair to avoid a potential chargeback.

All Recalls, CSNs and RRTs must be completed prior to delivery and prior to NVDR

attempt.

There will no longer be a 14-day grace period from the delivery date to get the Safety

Recall, Emissions Recall, CSN or RRT completed and paid.

There will no longer be a grace period of 7 days between the Recall, CSN or RRT

launch and the delivery date of the vehicle.

When a Recall or CSN are not performed prior to delivery on a sold or leased vehicle, a New

Vehicle Prep Chargeback will be applied with the following Message Codes:

F15 - Vehicle was sold or leased without an applicable Recall or CSN performed prior to

delivery

CG4 – End of Line Chargeback Applied (No further authorization or override applicable)

F18 – Vehicle was sold or leased without an applicable RRT performed prior to delivery

This process will help ensure that our vehicles are delivered to our customers in the best

possible condition.

Ref. D-18-34 December 12, 2018


1.6 NEW VEHICLE DELIVERY REPORTING (NVDR)

1.6.1 RETAIL NEW VEHICLE DELIVERY PROCEDURE

1. Complete the Pre-Delivery detail instructions at the bottom of the New Vehicle Preparation Form. The authorized dealership person should sign and date the form indicating that the New Vehicle Preparation has been completed according to FCA US standards.

2. Write the customer’s name on the “New Vehicle Preparation Form” (DealerCONNECT>

Service> Repair Information> New Vehicle Prep). Attach the New Vehicle Preparation Form to the Repair Order and place it in the customer’s service file.

3. Complete the “Sales Satisfaction Check Sheet” (Parts Ordering System Form Order #

00PM1641 for Car and # 00PM1978 for Truck) with the customer. After the customer signs the form, one copy is given to the customer and the other is retained in the dealer’s vehicle sales file.

4. Check the Customer Information Package to ensure that it is complete and contains the

correct material for that vehicle. Review the contents of the Customer Information Package with the customer and explain the purpose of each document. Complete the “Warranty & State Arbitration/Disclosure Check Sheet” (2003-Current model year - Form # 83-001-2003) with the customer. After the customer signs the form, one copy is given to the customer and remaining copies are retained in the dealer’s vehicle sales file. Spend enough time with the customer to make sure that they know how to operate all of the vehicle’s controls and instruments.

5. Verify that the vehicle’s NVDR has been completed and transmitted to FCA US via

DealerCONNECT >Sales>Sales Reporting>Time of Sale Reporting>New Sale and enter Retail Sale. The vehicle’s in-service date will be based on the vehicle delivery date entered in the NVDR.

6. If you sell or install a non-FCA accessory on a vehicle, you must disclose in writing to the

retail customer prior to the sale that the installed products are not FCA US LLC approved Mopar Accessories and are not covered by the new vehicle warranty. The warrantor and contact information for the aftermarket accessories must be provided in the disclosure.

1.6.2 DEALER DEMOS

Dealer Demos must be placed into service via DealerCONNECT>Sales>Sales Reporting>Time of Sale Reporting>Trade/Demo. The dealer will be requested to enter the VIN and date the vehicle was placed in service. Any new vehicle in dealer inventory with 1,000 miles or more is considered to be a dealer demo and must be reported as such. Unregistered dealer demos are excluded from most sales incentive programs. February 21, 2019 Ref. D-19-05


1.6.3 MANUAL ROAD READY

All manual road ready requests must now be made through the Claim Entry screens located on the Service tab in DealerCONNECT>Service>Claim Administration>Claim Entry. NOTE: DealerCONNECT will automatically add the appropriate Labor Operation number and hours to your claim.

1.6.4 VEHICLE CONVERSIONS

Conversion vehicles sold by the dealership are reported via an NVDR in DealerCONNECT. This includes vehicles you purchase from the authorized conversion vehicle pool. Conversion vehicles sold to retail purchasers by other than US dealers are not reported through the NVDR system.



2. CLAIM ACTIVITY

2.1 SERVICE WRITE-UP PROCESS

FCA US offers resources such as DealerCONNECT, Service Bulletins, Warranty Information Center (WIC) and Training programs to provide up-to-date, detailed processing steps and directions for preparing and submitting Warranty claims. With the exception of Transportation claims, which have no customer interaction, these are the basic Warranty Service processing steps: 1. The Customer enters the Service area and is greeted by a Service Advisor, who obtains

the customer’s concern.

2. The Service Advisor obtains the customer’s VIN and mileage to run a VIP located within either (DealerCONNECT>Service >Vehicle Information Plus) or wiADVISOR (by connecting the wiADVISOR microPOD to the vehicle) to confirm Warranty Coverage Code and vehicle eligibility for Warranty service. Attach a copy of the DealerCONNECT or wiADVISOR VIP report to the RO. Both VIP report printouts are approved documents.

For Lifetime Powertrain Limited Warranty coverage the dealer must run a Used Sales and Owner Information (COIN) inquiry to verify coverage and then print and attach it to the Repair Order (RO).

3. The Service Advisor obtains the following information:

- VIN - Mileage In - Date Vehicle Received - Service Advisor Identification - Vehicle History - If there is a transmission concern, complete the Service Advisor portion of the

Transmission Diagnostic Checksheet - Document the customer’s “Concern” on the repair documentation (i.e. Repair Order)

The Service Advisor is responsible for written documentation when performing Warranty repairs. Note: Entry of the “3 C’s” (Customer’s Concern, Cause & Correction) is mandatory and must be documented as part of the repair process on the repair documentation (i.e. Repair Order), excluding RRT repairs.

WARRANTY ADMINISTRATION MANUAL CLAIM ACTIVITY


4. The Customer signs the RO and is provided a copy.

For Service Advisors using a wiADVISOR tablet at write-up, the customer signs the tablet electronically and wiADVISOR stores the signature in Pre-Service Write-Up. The Service Advisor may also print the electronically signed Pre-Service Write-Up (see sample below) and staple it to the unsigned Repair Order. The customer does not need to sign the Repair Order again, since they have electronically signed on the wiADVISOR tablet.

5. The RO is assigned to a Service Technician (by Service Advisor or Dispatch).



6. The Service Technician performs diagnosis and any necessary repair(s). During this process, the Service Technician records the following data:

Technician Number

Document the Cause of the concern of each repair condition (all diagnostic steps taken to find cause must be listed) on the repair documentation (i.e. Repair Order)

Document the Corrective action taken (description of the repair) on the repair documentation (i.e. Repair Order)

Parts used for repair(s)

Technician section of any applicable Diagnostic Checksheet

STAR Case Number

The Service Technician is responsible for written documentation when performing Warranty repairs. Note: The “3 C’s” (Customer’s Concern, Cause & Correction) is mandatory and must be documented as part of the repair process on the repair documentation (i.e. Repair Order), excluding RRT repairs.

The “3 C’s” policy can be found within the Dealer Policy Manual’s (DPM) “Warranty Reimbursement” section within Record Keeping guidelines.

7. When all repairs are completed, the Mileage Out is noted and the RO is returned to Dispatch/ Service Advisor.

Note: You MUST ensure Repair Orders are closed at the time of the last time punch on

the Repair Order or when the customer’s vehicle is returned to the customer. When a Special Order part is ordered for a vehicle and the vehicle is being returned to the customer, close the Repair Order.

8. The Service Advisor/Service Manager completes the Special Services section (if any) and

obtains any needed authorizations. Special Services is used for items such as Rental, Towing, Sublet repairs, etc.

9. Repair amounts (parts, labor, special services/charges, etc.) are totaled and any

customer-pay amount is computed. 10. The Customer returns to dealership for vehicle; pays any amount due and is provided a

copy of repairs performed. 11. The RO (Service Copy) with all supporting documentation is sent to the Warranty

Administrator for processing. 12. The Warranty Administrator reviews and verifies data on RO, making sure all necessary

checksheet(s) are present. The Warranty Administrator makes any necessary corrections and submits claim to FCA US for payment, entering the mandatory 3 C’s Narrative in DealerCONNECT.

13. The RO is filed.



Service Personnel Reminders and Recommendations:

Review explanation of the customer’s concern, cause and correction taken. These should correspond to the parts used and labor operations performed to affect the needed repair(s).

NOTE: If the dealer add repairs not anticipated when the Warranty claim was written up and after the customer has signed the RO, the customer MUST be informed prior to the dealer making the repairs; and the RO MUST be initialed with the date and time by the Service Manager/Service Director immediately next to the condition that was added to the technician’s copy/RO. The dealer must record the date and time the customer was notified and the date and time of the customer’s approval on the technician’s copy of the Repair Order. Reference the DPM > Warranty Control Program > Section A for additional information.

Identify claim transaction type (only one per RO).

Identify which Service Advisor wrote the Repair Order. (Select Service Advisor from the dropdown list in Claim Entry)

Verify the VIN.

Run a VIP in DealerCONNECT or wiADVISOR to verify the Warranty Coverage Code and vehicle/repair eligibility. Attach a copy to the RO. For Powertrain Limited Warranty coverage, the dealer must run a Customer Owner Inquiry (COIN) to verify coverage and attach to the RO.

NOTE: Review the Vehicle Registration and customer’s Driver’s License to determine

customer eligibility for Powertrain service.

Identify when the vehicle was received for repair.

Identify when the repair was completed.

RO’s for vehicles in dealer inventory must have either the Service Manager or Shop Foreman’s signature for repair authorization.

Check that the technician’s time is documented properly on the RO.

Confirm vehicle mileage (excluding tenths).

Confirm the customer name and address.

Verify technician’s number.

Verify the customer signed the RO. Vehicles left after hours must have either a signed ‘Early Bird/Night Owl’ document or the dealership must obtain the customer’s signature at time of vehicle pick-up.

List all parts and Labor Operation Numbers (LOPs) used to make the repair(s).



Show parts at Dealer cost plus appropriate mark-up. Refer to the FCA US LLC Dealer Policy Manual for mark-up guidelines.

Verify failure code, hours and amount.

Verify that the vehicle in-service date is within warranty limits.

Calculate/verify the total amount of the claim.

Repairs performed a second time (repeat repair) by the repairing dealer because of incorrect diagnosis, incorrect assembly, incorrect repair, or lack of proper quality control when the original repair was performed are not reimbursable.

2.1.1 VEHICLE INFORMATION PLUS (VIP) PORTLET

The Vehicle Information Plus portlet located within DealerCONNECT>Service> Vehicle Information Plus (VIP) contains two links: Single VIN Inquiry and Multiple VIN Inquiry. These links allow the user to view/print VIP Inquiries individually (Single VIN Inquiry) or up to 10 inquiries (Multiple VIP Print) simultaneously. The VIP link allows for access to pertinent information about a vehicle before filing a claim. VIP contains:

General Vehicle Information

Restrictions

Vehicle Sales Codes

Remaining Warranty Information

Owner Name and Address

Service History

Recalls

Repair Coverage Verification

Selling Dealer Information

Active Mopar Vehicle Protection Information

Open Customer Assistance Inquiry Request (CAIR)

NOTE: Open CAIR information is ONLY displayed to the dealership that has been assigned that CAIR.



2.2 CLAIM PROCESSING STEPS

There are three key steps to efficiently and effectively process claims:

Ensure that all required information is provided on the RO (ie: technician notes and time punches as required) and supporting documentation.

Verify the completeness and accuracy of Warranty repair information.

Submit the completed claim information for review, correction and payment to FCA US WITHIN 60 DAYS of the completed date.

• Claims that have not completed the claim processing steps within the 60 days may not be eligible for payment.

• Claims submitted 90 days after the completed date are not eligible for claim payment*

*unless State Law states a different time allowance for claim payment

It is the dealer’s responsibility to maintain a record of the warranty work completed by the dealer for FCA US and be able to substantiate their claims for payment. Within the Dealer Policy Manual’s (DPM) FCA US LLC, “Warranty Reimbursement” Section is the administrative policy requirements regarding record-keeping.

The Claim Administration portlet located within DealerCONNECT>Service>Claim Administration, contains all of the applications necessary to process claims (i.e. Labor Operations, Chargebacks and Quick Claim Builder).

Warranty Repair Documentation From the moment a vehicle is delivered to the dealership, accurate data collection is essential in connection with that vehicle. Whether the vehicle was damaged in transit or the customer enters with a repair concern, dealership personnel should be trained to follow the procedures contained in the numerous resources provided by FCA US to facilitate the Warranty claim process.

Prior to warranty work being performed on any vehicle, validation of accurate warranty coverage and eligibility by dealership personnel must occur. This includes reviewing the Vehicle Registration and customer’s Driver’s License for an extended powertrain repair. Warranty work should never be performed unless accurate verification can be verified through DealerCONNECT or wiADVISOR VIP.

Warranty Reimbursement FCA US will reimburse the dealer for Warranty and other authorized repairs and services if the dealer meets all the terms and conditions specified in the Dealer Policy Manual (DPM) section “Warranty Reimbursement” general requirements. January 11, 2019



2.2.1 CLAIM ENTRY

For claim entry of Warranty (W), MVP (F), Recall (S), Mopar (M) or Transportation (T) claim types, the following claim attributes apply:

Condition Tab contains 15 conditions per claim

Parts Tab contains 35 part entry lines per condition

Labor Tab contains 20 labor lines per condition

Special Service Tab contains 5 labor lines per condition Ten (10) attachments per claim submission are allowed. A single file consisting of multiple documents / pages can be created and saved (pdf, xls, xlsx). The retention of files will be a responsibility of the dealership and RO’s will not be stored by FCA US. Claims and supporting documentation are still subject to audit. NOTE: Being able to review all repairs and associated costs within a single claim will improve Warranty claim efficiencies.

This section is for overview purposes only. The link below provides step-by-step procedures to assist dealers in entering data on any Claim Entry tab. The link also contains claim processing instructions for: Entering 3 C’s Narrative (Customer’s Concern, Cause and Correction), Changing Claim Types and Uploading Attachments.

NOTE: Refer to the DealerCONNECT online HELP by clicking on the blue question mark . This feature is located above the Service tab in the Claim Entry application.

Or Select the attached link Claim Entry Help Document for Claim Entry Steps

NOTE: Only dealership personnel who have completed the Warranty Administration Fundamentals course (Course Code = WADFUNWB)* will be allowed to use the Claim Entry link in DealerCONNECT.

*Course Code valid as of October, 2017

https://dealerconnect.chrysler.com/HELP/service/gcs/GCE/en_US/doc/CE_help_en_US.pdf



2.2.1.1 AUTOPAY

AutoPay is an automated claim processing system located within DealerCONNECT>Service> Claim Administration>Claim Acknowledgement >AutoPay. Warranty (W) and Recall (S) type claims will automatically generate and process for “flash/reprogram only” repairs. NOTE: The AutoPay Tab will be greyed out for dealers not enrolled in AutoPay. The program code of AFP - AutoPay will display in the Dealer Service Profile for enrolled dealers. Key benefits of AutoPay include:

Eliminates the need for Warranty Administrators to manually submit a Warranty (W) or Recall (S) claim for “flash/reprogram” only repairs

Reduces administrative workload

Increases and improves upon claim processing efficiency Eligibility requirements for AutoPay are as follows:

Utilize wiADVISOR during the Service Write-Up process

Utliize wiTECH 2.0 software

Complete the AutoPay enrollment process

Dealership does not submit Warranty (W) or Recall (S) claims using batch processing

AutoPay does not apply to the following:

Flash/Reprogram repairs requiring part replacements and / or diagnostics

Quick Learn Procedures

More than (1) LOP associated with a Service Bulletin or Safety Recall

2.2.1.2 CLAIM ENTRY METRICS

FCA US has implemented the following measurements of warranty claim performance. Timely and accurate warranty claims serve as indicators of shop organization and efficiency. Dealer claim data is valuable as FCA US uses it to help understand current customer concerns and to identify how to better help dealers address them. This quality feedback is also helpful in developing future products. Claims Paid First Submission (CPFS):

Claim is System paid on the first submission

If FCA US authorization is required, the claim will count as paid first submission if the claim is approved on the first submission to RA

Only Warranty (W) claims are used in this calculation

Batched claims are included in this calculation

Days To Submit (DTS):

Days to submit measures the amount of time between claim completed and first submission into Claim Entry within DealerCONNECT

Weekends (Saturday and Sunday) are not excluded from the calculation



2.2.1.3 QUICK CLAIM BUILDER (QCB)

QCB is an efficient claim processing application for Warranty (W), MVP (F), Recalls (S) or Prep (K) claims allowing dealers to submit multiple claims at once to be processed real time. QCB builds a single condition claim allowing for quick claim generation all on a single web page (Multiple condition repairs are excluded from QCB). QCB is located within DealerCONNECT>Service>Claim Administration>Quick Claim Builder. wiADVISOR dealerships will have program code QCB assigned to their Dealer Service Profile. With QCB, dealers will be able to select from a list of predefined service / repairs. The dealer will only be required to input:

Claim Number

VIN

Odometer

Date Received (Date In)

Date Completed (Date Out)

Last Name (for MVP claims)

Service Advisor

Technician Identification Eligibility requirements for QCB are as follows:

Must be a wiADVISOR dealer

Dealers must manually enter claims via DealerCONNECT (QCB is not compatible with In-house DMS batch processing)

QCB does not apply to the following:

Claims with more than one condition Note: The dealer may use a VIN more than once in QCB

Mopar and Transportation claims



2.2.2 MESSAGE CODES

When a claim is submitted to FCA US for payment, it is subject to a number of edits. Once the claim goes through FCA’s claim processing system, it will either be paid or rejected. In either case, the claim will contain specific message codes, which explain the reason for a particular action. These message codes should be reviewed by dealership personnel involved in claim preparation to:

File claims correctly with complete information

Correct rejected claims

Minimize future adjustments or rejected claims

A complete list of these message codes including an explanation of possible cause and correction, can be found in DealerCONNECT > Service>Warranty Administration>Warranty Information Center (WIC). Most message codes contain 3 positions, although Warranty Claims Statements may not always reflect a 3-position message code. Message codes are prioritized by section and are color coded to provide the dealer efficiency in their claim processing. They will be as follows and in this order: a) RED - Dealer Correctable Message Codes b) AMBER - Authorization Required Message Codes c) GREEN - Informational Message Codes

2.2.3 VIEWING AND PRINTING CLAIM ACKNOWLEDGEMENTS

Acknowledgments for claims that have been submitted to FCA US and have been either paid or rejected can be found in DealerCONNECT > Service > Claim Administration >Claim Acknowledgment.

There are four tabs located in the Claim Acknowledgment portlet. They are:

Claim Acknowledgment

Paid Claim Summary

Pending Claim Summary

AutoPay (This tab will be greyed out for dealers not enrolled in AutoPay)

Note: The ability to search, view, and/or print Claim Acknowledgments is available for 90 days.



The dealer can search for claim acknowledgments in many ways.

Past Two Day History - Click the VIEW action button to display the last two days of processed claims.

Claim Number – Type in the six-digit claim number and click VIEW. This will display all acknowledgments for that specific Repair Order

VIN – Type in the last 8 digits or full 17 digit VIN and click the VIEW button. This will display all claim acknowledgments for that specific vehicle.

Claim Status – Search for claims by current status. Click on the down arrow next to the STATUS field to display a drop down of available statuses. Choose to either view ‘Paid’, ‘Rejected’, or ‘All’ claim acknowledgments.

Date Range – Search by ‘from/to’ dates (default is the last two calendar days).

Payment Cycle – Click the down arrow next to the CYCLE field to display available cycle list all claims that were processed in a Warranty Payment Cycle.

NOTE: It is not necessary to print every acknowledgment for a rejected claim because every claim acknowledgment is available in DealerCONNECT.

NOTE: Claims viewed from the Claim Acknowledgment tab > Claim Acknowledgment List appears as Paid, Rejected or Charged backed. A claim in RA Submitted will be listed as Rejected. NOTE: Claims that are submitted with an RA authorization will be “locked out” once they are accepted in RA Submitted status. Therefore, if the dealer wants a pre-submitted view of an RA claim, the dealer must remember to print it BEFORE submission.

The Paid Claim Summary Tab is used to create a printable report of PAID claims for the last two calendar days, or any other date range based on criteria that the dealer specifies. To view and/or print a paid claim summary report, perform one of the following options:

Past Two Day History - By default, clicking on the blue VIEW action button will display the last two calendar days of paid claims.

Date Range – Search by “from/to” dates (default is the last two calendar days).

Payment Cycle – Click the down arrow next to the CYCLE field to display available cycle list of payment cycle list numbers. All claims that were paid in a Warranty Payment Cycle specified will be displayed.

The Pending Claim Summary Tab is used to create a printable report of ALL claims that are currently in RA SUBMITTED status. The report is automatically created when the dealer clicks on the tab itself.

Complete details of all DealerCONNECT applications and functionality are contained in the

online HELP. This document can be accessed by clicking on the blue question mark located above the tabs.



2.2.4 WEEKLY CLAIMS STATEMENT

Records the current disposition of all approved Warranty, New Vehicle Prep, Mopar, Mopar Vehicle Protection, Transportation and Service Recall claims processed by FCA US during the reporting period are summarized on the Weekly Warranty Claim Statement (Global Service Payment Statement) and are available in DealerCONNECT> My Dealership>Invoices and Credit Memos>Parts. Enhancements to the Report Include:

Only paid claim information is referenced; rejected claims are excluded.

Claims displayed in a “by condition” format specifying Parts, Labor/Special Services amounts individually.

Chargebacks: Message Codes are only listed on chargebacks. Additional Information:

Rejected claims can be viewed or printed through Claim Acknowledgment within DealerCONNECT>Service>Claim Administration> Claim Acknowledgment. Claims are displayed numerically by claim number and are available up to 90 days.



2.3 CLAIM PROCESSES

2.3.1 ACTUAL TIME ALLOWANCE

FCA US strives to provide time allowances for all repairs. There are times when a time allowance is not available and the repair LOP is set to A/T (Actual Time).

Actual time is used for the following reasons:

If there is no LOP that directly corresponds to the repair performed; use the first six digits of the LOP that most closely describes the labor operation followed by “00” (XX-XX-XX-00).

Buzz, Squeaks and Rattle (BSR)

Wiring

Some Body Repairs

Actual Time allowance by dealer level before Warranty Contact Center review is necessary:

BASE PLUS PREMIUM

0.5 hour limit before review

1.5 hour

limit before review 2.5 hour

limit before review

The dealer must complete before entering their claim:

ALL Actual Time repairs must have a valid time punch on the RO.

Technicians are required to punch actual time separately from all other repairs on the RO.

Be sure not to confuse actual time with Operation Diagnostics time, used to diagnose a vehicle problem.



2.3.1.1 ACTUAL TIME: NO PRECISE LOP CLAIM

Include the following:

Use the first six digits of the LOP that most closely corresponds to the repair performed with “00” in the last two positions.

Indicate the Failure Code.

Enter the actual time.

Enter narrative for actual time usage.

2.3.1.2 ACTUAL TIME: ALTERED TIME CLAIM

Include these steps to submit a claim:

Indicate the Primary LOP.

Indicate the Failure Code.

Use the first six digits of the primary LOP with 00 in the last two positions.

Enter the additional time needed to complete the repair.

Indicate the reason for requesting additional time.

2.3.2 ALTERNATE TRANSPORTATION GUIDELINES (LOANER, RENTAL, DEALER

SERVICE LOANER)

FCA US’s New Vehicle Warranty does not provide Alternate Transportation to customers. If a vehicle is covered under the New Vehicle Warranty for claim types Warranty (W), Mopar (M) or Recall (S), dealers are encouraged to provide Alternate Transportation, at the customer’s request, under the guidelines as outlined in Warranty Bulletin D-15-15 Rev. A. FCA US requires that the dealership have a designated person(s) to review, initial and date all

claims that require rental. The designated person(s) is defined by the dealer’s warranty level

(see table below). This will ensure that the required repair(s) on the vehicle meet eligibility

requirements for rental reimbursement. Repair claims that are not initialed by a designated

person(s) and/or do not meet rental eligibility requirements may be subject to full or partial

chargeback, based on the circumstances. Use a Loaner Vehicle Log, or a similar form to

document the use of loaner vehicles for all claim types.

September 27, 2018



BASE PLUS PREMIUM

Service Manager

signature required

Service Manager can

delegate authority

Service Manager can

delegate authority

The Alternate Transportation process applies only to repairs performed under Warranty, Mopar or Recall when a repair(s) merits providing the customer with a loaner vehicle. A stand-alone loaner/rental claim is not valid; it must be associated with a valid Warranty, Mopar, or Recall repair.

In cases where claims are submitted for loaner vehicles, when no repair is performed, for Legal Inspections or Customer Pay repairs, the claim will be returned to the dealer with instructions to request a direct check from the individual or department that approved the loaner/rental. The person responsible for issuing the direct check is based on the person who requested a loaner/rental be provided.

2.3.2.1 ALTERNATE TRANSPORTATION – CLAIM PROCESSING GUIDELINES

Alternate Transportation reimbursement requests CAN BE claimed for reimbursement:

For covered repairs, the Alternate Transportation reimbursement request MUST be submitted on the same claim type in which the vehicle was repaired. For example: If a repair is covered under a Warranty (W) claim type, the Alternate Transportation must be submitted on a Warranty (W) claim type.

Alternate Transportation reimbursement requests CANNOT be claimed for reimbursement:

For retail services such as: oil changes, tune-ups, tire rotations, etc.

Insurance repairs

Cases where the vehicle cannot be scheduled into the service department but is still operative and safe to drive

Shop capacity issues The claim processing steps below support the Courtesy Transportation Program (CTP), when Alternate Transportation is provided through any licensed rental agency.



CLAIM Tab:

Select the claim type based on repair or customer’s concern:

(W) Warranty repair

(M) Mopar repair on a back-order part outside of basic coverage

(S) Recall repair

All Alternate Transportation claims require a Warranty Goodwill decision.

For up to 10 days of alternate transportation, the dealer must enter “GW” in the Claim Authorization field.

For more than 10 days, the dealer must enter “RA” in the Claim Authorization Number field.

LABOR Tab:

Labor Operation (LOP) Selection – (With Repair): Applies to Warranty (W), Mopar (M) and

Recall (S) Claims

When the repair visit results in the customer being provided Alternate Transportation, perform

the following steps:

Identify the cause of the failure with the appropriate repair LOP as the failed LOP, per normal claim processing guidelines.

For Part Back Order Situation - 85-LO-AN-00 Details:

Enter 85-LO-AN-00 as a related LOP to the primary LOP (see below for 85-LO-AN-00 details) for a back order situation only

Verify the last two characters are numeric (Zero Zero) 0.0 will populate in the Labor Hour field The “Add Narrative” box will display prompting the dealer to enter a narrative in the

Straight Time Narrative window The Narrative must include the following information:

Part Number

Order Number

Order Type



Labor LOP Selection – (Diagnosis Only No Repair/No Parts): Applies to Warranty (W)

Claims Only


Enter Trouble Not Found Diagnostic LOP 85-41-XX-XX

Select Failure Code / Customer Concern Code

Enter the labor time requested

Enter complete accurate narrative

SPECIAL SERVICE Tab:

Applies to Warranty (W), Mopar (M) and Recall (S) Claims

Submit the appropriate LOP using one of the LOP’s listed below, according to the type of

Alternate Transportation the customer is provided.

95-40-01-42 Loaner - FCA High Line (Up to $40 per day)

95-40-01-41 Loaner - FCA Standard Line (Up to $35 per day)

95-40-01-40 Competitive make vehicles (Up to $25 per day)

For Example:

If a customer owns a High Line vehicle and the ……

Customer is provided a High Line loaner, use LOP 95-40-01-42 up to $40 a day.

Customer is provided a Standard loaner, use LOP 95-40-01-41 up to $35 a day.

Customer is provided a Competitive make loaner, use LOP 95-40-01-40 at $25 a day.

If a customer owns a Standard Line Vehicle and the ……

Customer is provided a High Line loaner, an “Invalid LOP” GCS message will display if the High Line LOP is used. In this case, the dealer must use the Standard Line LOP 95-40-01-41 up to $35 day. Additionally, if no Standard Line vehicle is available, or Customer requests a High Line vehicle, use LOP 95-40-01-41. Customer is responsible for any cost difference due to a vehicle upgrade.

Customer is provided a Standard Line loaner, use LOP 95-40-01-41 up to $35 a day.

Customer is provided a Competitive make loaner, use LOP 95-40-01-40 at $25 a day.

Rental agency rates may include taxes and/or fees. FCA US will only reimburse the rental

amount based on the per day amount listed above.

The VIN of the vehicle provided, the number of rental days and total Alternate Transportation

expense is required before the claim can be processed.



ATTACHMENTS Tab:

(only available with RA authorization): Applies to Warranty (W), Mopar (M) and Recall (S)

Claims

Final rental invoice

Copy of the part order detail screen

Copy of the customer’s original Repair Order (RO) – includes customer pay invoice for Mopar (M) claims (excludes insurance repairs)

Claim Processing Guidelines - Mopar (M) Over the Counter (OTC) - Backorder Part: Enter Yes to Dealer Installed for all Claims in this category Enter the sale information related to the original sale of the part Enter the part number at no cost and mark as the failed part Enter a second parts line using 000000NPN at $1.00 Enter the appropriate LOP at N/C Use the 85-LO-AN-00 process for Backorder part situation as stated above Enter the appropriate Alternate Transportation LOP from the Special Service Tab

reference above (95-40-01-XX)

2.3.3 BATTERY

If the battery fails in an FCA US vehicle still within its New Vehicle Basic Limited Warranty period, the dealer can claim payment for the labor involved in the testing and replacement of the battery on a warranty claim. If the battery failed in a vehicle not under warranty, but if the battery’s Mopar warranty is still in effect, the dealer can claim payment for the labor involved on a Mopar Warranty Repair Order (MWRO).

NOTE: Beyond the Mopar warranty period, towing and/or labor for testing and replacement of any battery is not covered.

All eligible Mopar Pro Rata battery replacements must be submitted with an MWRO (M).

The dealer MUST consider the following before entering their claim:

Verify the battery warranty start date.

Test the battery using the Midtronics GR8 Battery Tester/Charger or Midtronics ED-18 tester. A battery that is only discharged is not eligible for warranty coverage. A battery may only be warranted for a defect in manufacturing or workmanship.

The GR8 or ED-18 produces 15-digit warranty code. This code is to be used on Warranty and Mopar claims when the GR8 or ED-18 determines the battery requires replacement.

Dealers who use the ED-18 Battery Tester, the following apply:

Applies to 2011MY and future model years

The ED-18 Tester will generate a 15-digit Warranty Code (providing the ED-18 Tester is up to date with minimum software level D)



Does NOT Require VIN Validation using the wiTECH device

The 15-digit Warranty Code produced from the ED-18 must be submitted on the Warranty or Mopar claim on the Labor Tab to support battery replacement. Attach the tester print-out to the RO. Note: The ED-18 will only TEST the battery, which means, if the battery voltage is to low the read out will display “USE GR8”. Dealers who use the GR8 Battery Tester / Charger, the following apply:

Applies to 2011MY and future model years

The Midtronics GR8 will generate a 15-digit Warranty Code.

Requires the vehicle to be connected to wiTECH and the GR8 to generate a valid 15-digit Warranty Code. The validated 15-digit Warranty code produced from the wiTECH device must be submitted on the Warranty or Mopar claim on the Labor Tab to support battery replacement. Attach the tester print-out to the RO.

Note: For 2010MY and prior model years, wiTECH validation is not necessary for the GR8 Tester or Charger. The printouts or screenshots generated by the GR8, ED-18 wiTECH must be saved with the vehicles service files.

If the battery proves to be defective, replace it with a battery from the dealer’s stock.

Complete all the required MWRO information.

Mopar batteries are covered by a no charge and Pro Rata Adjustment Policy period. Periods of coverage vary depending on the specific battery type.

For Pro-Rata Adjustment Claims: You will be reimbursed based on the number of months “in-service” months.

Months in service are determined from battery in-service/purchase date to the Repair Order date for the failed Mopar battery.

Mopar will replace at no additional charge defective batteries that fail within the first 18 months (depending on model) of the Limited Warranty Period.

The “in-service” life of the battery is calculated in full months beginning with purchase date and ending with return date.



2.3.3.1 BATTERY REPLACED UNDER FACTORY WARRANTY CLAIM


Enter the LOP information

Select “Add Narrative”

Enter 15-digit battery service code (XXXXX- XXXXX-XXXXX) from the GR8 Tester/Charger or ED-18 Tester.

2.3.3.2 LEAKING BATTERY REPLACEMENT

Follow the Goodwill function process on page 24 of the GR8 -1220 KIT-CHRY Battery

Diagnostic Station Instruction Manual. The manual can be found on the home page of

TechCONNECT.

2.3.4 CONTINUATION CLAIMS

The Claim Entry System is designed to accommodate most Warranty repair situations to which the dealer will be exposed. Ample space has been provided in Claim Entry for recording parts and labor information (up to 35 lines for Parts, 20 lines for Labor and 5 lines for Special Services per condition).

Occasionally, it may be necessary to submit a Continuation Claim in order to record parts and/or labor, a Rental bill or Towing charge that was omitted from the original claim entered by the dealer.

When a Warranty repair requires a second claim for omitted items from the original claim, the additional data must be entered on a Continuation Claim.

Be sure to consider the following before entering your claim:

Use a continuation claim to record omitted items (i.e. parts and/or labor information, Rental or Towing).

Transfer the Header Information to the Continuation Claim from the original claim.

Reference on the Original Claim (if applicable) that a Continuation Claim has been prepared.

If Parts information is being continued, you must indicate a Failed Part on the Continuation Claim for one of the parts, even if the actual failed part was indicated on the Original Claim.

All Labor Operations are required on all Continuation Claims.

If Part information is being continued, Labor is no charge.

Show the total Parts and/or Labor expenses that apply only to each respective claim.



2.3.4.1 CONTINUATION CLAIM - ORIGINAL CLAIM


Note parts continuation and Continuation

Claim Number

Show the total parts expense for this claim only

2.3.4.2 PARTS CONTINUATION CLAIM – SECONDARY CLAIM


Transfer all Header Information from Original Claim

Note parts continuation and enter omitted items

Enter the Original Claim Number

NOTE: Enter one Failed Part. Repeat all LOPs from the Original Claim at No Charge (NC) in the hour field. Show total parts expense for this claim only. Do not repeat Special Service/Charges (i.e. Towing).

2.3.5 DEALER SELF CHARGEBACK

Dealers are encouraged to use the Dealer Self Chargeback feature in DealerCONNECT to

initiate a chargeback when it is appropriate to do so.

The chargeback application in DealerCONNECT allows for a partial or total claim chargeback

for all claim types paid to your dealership.

NOTE: Warranty, Mopar or Recall Claims with deductibles or adjustments can be partially charged back by FCA US personnel. Submit the request via the Warranty Information Center (WIC) application. In the DealerCONNECT Service tab application, you have the option to:

Charge back an entire claim.

Charge back an entire condition.

Charge back an individual part.

Charge back an individual labor operation. Regardless of which option is selected, GCS will ask for the VIN (last eight) and the six-digit claim number to be charged back. A series of questions will be asked to determine what part of the claim to charge back. Once the chargeback is completed, you will be asked to select a Reason Code that best describes the reason for the chargeback.



2.3.6 DEDUCTIBLE REIMBURSEMENT CLAIM

Deductible reimbursement claims are used to reimburse customers for deductible charges. Since these charges generally occur after the claim has been paid, a continuation claim is processed so the deductible reimbursement can be linked to the original Repair Order.


When creating a Continuation claim, all header information must be the same as the original (i.e. odometer and dates).

Select Other from the drop down list.

Enter the claim number that corresponds to the original repair.


Within the Special Service tab, select Deductible Reimbursement from the Special Service drop down list.

Corresponding LOP will populate this field.

Document number is not required.

Enter deductible reimbursement amount within the Total Amount field.

2.3.7 FCA’S LIFETIME POWERTRAIN LIMITED WARRANTY 5 YEAR INSPECTION

PROCESS

Warranty Bulletin D-12-22 Rev B reiterates FCA’s Lifetime Powertrain Limited Warranty (LPLW)

5-Year Powertrain Inspection Process for eligible vehicles sold on or after July 26, 2007. This

process has been established in order for eligible customers to maintain FCA’s Lifetime

Powertrain Limited Warranty coverage on their vehicle. The inspection must be performed by

an authorized FCA US dealer.

Additionally an LPLW 5-Year Powertrain Inspection Worksheet is available for use with

customer requesting inspection documentation. The LPLW 5-Year Powertrain Inspection

Worksheet can be found at DealerCONNECT>Service>Vehicle Information Plus (VIP)>LPLW 5-

Year Powertrain Inspection Worksheet.

The Lifetime Powertrain Limited Warranty applies to 2006 MY vehicles sold on or after July 26,

2008 and ending with certain early model 2010 vehicles with 799 or 836 (Hybrid) Warranty

Coverage Codes (WCC’s). It only applies to the first registered owner or lessee for use of the

vehicle sold. Subsequent owners or lessees (WCC 801 or 837- Hybrid), even if they are within

the same family or business are not covered.

Always run a DealerCONNECT or wiADVISOR VIP to determine if a customer’s vehicle meets

all four of the eligibility requirements outlined below. The use of VIP is recommended for the

most up-to-date owner and vehicle information.



NOTE: This inspection is at No Charge to the customer.

Eligibility requirements:

1. Original Owner: Owner’s identification (i.e. Vehicle Registration) matches original owner

name displayed in VIP. Update the current owner information through the UVDR

application in DealerCONNECT if the current owner information is NOT the original

owner of the vehicle.

2. WCC 799 or 836

3. VIP states in the Warning Message section: “This Vehicle is eligible for the Lifetime

Powertrain Warranty 5-Year Inspection. The inspection applies only to U.S, dealers and

vehicles registered in the U.S.”

4. Inspection period falls within 60 days +/- of each 5-Year In-service date anniversary

Note: If all (4) criteria above are not met, do not perform the inspection.

Service Technician: Eligible Vehicle Inspection Process

To perform the LPLW 5-Year Powertrain Inspection, the technician must be at Level 0 in Skill

Category 1.

The LPLW 5-Year Powertrain inspection steps are found in DealerCONNECT> Service> Repair

Information>TechCONNECT> Enter Year/Model/Engine Type> Service Info Tab> Vehicle Quick

Reference> Maintenance Schedules> Inspection.

The inspection process is as follows:

1. Lift the vehicle on a suitable hoist.

2. Check all powertrain components for leaks or physical damage. Note any concerns.

3. Lower the vehicle and check the level and condition of the vehicle’s fluids.

4. Connect a diagnostic scan tool and check for any active powertrain Diagnostic Trouble

Codes (DTC)

February 23, 2018



Warranty Administrator Claim Processing

If the vehicle PASSES the inspection:

Use LOP 09-98-00-01 Lifetime Powertrain Inspection @ (0.2) hours with Failure Code

P9 Inspection

If the vehicle FAILS the inspection:

Use LOP 09-98-00-05 Lifetime Powertrain Inspection @ (0.2) hours with Failure Code

P9 Inspection

NOTE: A warranty claim MUST be submitted after the inspection is completed.

If a claim is submitted on a vehicle that is outside the 60 day +/- inspection window, a LT1

message code (Lifetime Powertrain Inspection LOP used outside the 5 year in-service date

anniversary) will set on the claim. In this scenario, the dealer must advise the customer and

notify them to come in for the inspection during the vehicle’s eligibility period. This claim is not

eligible for payment at this time.

If a claim is submitted on a vehicle that does not have Lifetime Powertrain Limited Warranty, a

LT2 message code (Lifetime Powertrain Inspection LOP used on a vehicle that did not have the

Lifetime Powertrain Limited Warranty Coverage) will set on the claim. In this scenario, the

inspection should not have been performed and the vehicle is not eligible for the benefits of

Lifetime Powertrain Limited Warranty. This claim is not eligible for payment.

If a customer’s vehicle fails the inspection, the Lifetime Powertrain Limited Warranty coverage is

voided and the WCC for the vehicle will be changed automatically to 802 or 838 (Hybrid)

Emissions and Rust Perforation warranty coverage will remain in place per the terms of the

vehicles limited warranty.

Note: In cases when applicable vehicles exceed the inspection window by 61or more days after

the 5-Year In-Service Date Anniversary, vehicles with WCC of 799 / 836 (Hybrid) will

systematically be updated to WCC 800 / 835 (Hybrid).

When Vehicles Fall Beyond the 5-Year Powertrain Inspection Window:

Between 61 to 90 days – WCC 800 / 835

When DealerCONNECT or wiADVISOR VIP displays WCC 800/835, dealers may extend the

inspection window during this “interim period” and perform the 5-Year Powertrain Inspection and

submit the appropriate warranty claim.

“Passed” inspection claims do not require corporate authorization.

“Failed” inspection claims require corporate authorization.



Beyond 91 Days – All Applicable Powertrain WCC’s

Dealers must receive authorization from their Area Manager, Business Center Representative

or Customer Care Representative to extend the inspection window. The Area Manager,

Business Center Representative or Customer Care Representative will note the authorization in

the DM Notes application prior to RA claim submission. The LT1 Message Code (Lifetime

Powertrain Inspection LOP used outside the five year in-service date anniversary) will set on the

claim and must be submitted via the RA claim process.

All of the standard claims processing requirements remain in place for these inspections. These

inspection claims are subject to audit review just like any other warranty claim.

Reference Warranty Bulletin D-12-22 Rev B for Lifetime Powertrain Limited Warranty 5-year

Inspection information. A “Frequently Asked Questions” list is attached to the Warranty Bulletin.

It has been developed to provide answers to questions raised since the launch of Lifetime

Powertrain Limited Warranty. Reference Warranty Bulletin D-12-34 for information in the limited

cases of a Failed Inspection.

Refer to the Customer’s Warranty Information Book>Section 2.4>Lifetime Powertrain Limited

Warranty for complete and specific warranty coverage details.

2.3.7.1 FAILED INSPECTION – FCA’S LIFETIME POWERTRAIN LIMITED

WARRANTY 5-YEAR POWERTRAIN INSPECTION

Warranty Bulletin D-12-34 announces steps to FCA’s Lifetime Powertrain Limited Warranty

(LPLW) 5-Year Powertrain Inspection. Analysis of claims for failed inspections has revealed

that some vehicles have been improperly coded via claim submissions. This process is being

implemented to help dealers in verifying all appropriate steps have been taken when identifying

occasions of a failed inspection. The LPLWE 5-Year Powertrain Inspection Worksheet provides

dealers with an additional tool to document the decision to terminate FCA’s Lifetime Limited

Powertrain Warranty coverage on applicable vehicles per Warranty Bulletin D-12-22 Rev B.

To help dealers understand the processing requirements, claims for failed inspections

are now required to be submitted via the RA process with a completed inspection form

attached to the claim.

The completion of the LPW 5-Year Powertrain Inspection Worksheet remains optional for

vehicles that pass the inspection.

Steps:

When claims are submitted via the RA process with attachments, GCS will require a

narrative. Please enter “See Attached Lifetime Inspection Form” in the narrative entry

field.

For dealer claim processing via an In-House Business System, an (RP1) Message Code

– (This LOP must be authorized) will set on the claim. In this scenario, RA the claim and

the Warranty Contact Center will process accordingly.



2.3.8 GOODWILL TYPES

2.3.8.1 CONSUMER GOODWILL ADJUSTMENTS- “NON-DEFECTS IN

MATERIAL OR WORKMANSHIP”

Consumer Goodwill Adjustments are not legal obligations due vehicle owners under the terms of the FCA US new vehicle limited warranty. Rather, these adjustments exist solely to assist in extraordinary circumstances where dealership management may wish to offer special considerations to their customers. Consumer Goodwill Adjustments should be made on a case-by-case basis. The Consumer Goodwill program applies to “Non-Defects in Material or Workmanship” within the mileage and time limits for the Basic, Powertrain, Emissions, Perforation and Extended Warranties. The failed component under consideration for Consumer Goodwill MUST have valid warranty coverage.

Must have an FCA US Representative approval Customer participation is encouraged, however, is not required.

Claim Authorization Process Submission Instructions:

Consumer Goodwill decisions must be pre-authorized by the Service Manager and an FCA US Representative before the repair is completed.

You must get approval from an FCA US Representative who must enter a DM Note in the Claim System. Approvals that exist outside of the claim system are not considered valid until entered in DM Notes.

All Consumer Goodwill claims will REQUIRE LOP 85-85-CG-09 to be entered in the Labor Tab, at No Charge, as a related LOP along with the primary LOP for the repair.

For claims with message code RB3 (Claim requires corporate review) or RD1 (Excessive Operation Diagnostics time requested), enter “RA” in the Authorization Number field and resubmit the claim.

The failed component must have valid warranty coverage to be considered for Consumer Goodwill, for example:

Seat Cover (Basic Vehicle Warranty, typically 3/36) Wiper Blades, Glass, Brake Pads/Rotors (“Wearables”, typically 12/12) Tires (No FCA Warranty Coverage, however, for purposes of this bulletin, tires

are Consumer Goodwill-able for 12 months / 12,000 Miles) Be sure to check warranty coverage before contacting an FCA Representative for Pre-Authorization. Alternate Transportation: You must follow Warranty Bulletin D-15-15 Rev. A for the use of Alternative Transportation. In cases where a customer needs to be in Alternate Transportation vehicle beyond 10 days requires a FCA US corporate Pre-Authorization.



If you have any questions about the Warranty Goodwill or the Consumer Goodwill Process, or you are not able to obtain answers to a claim related question after reviewing the Warranty Administration Manual, Dealer Policy Manual, “Ask a Question” or “Live Chat” via the Warranty Information Center application, you can reach a Warranty Hotline Agent Monday thru Friday 8:00 AM – 6:00 PM EST at 1-888-255-2616.

2.3.8.2 WARRANTY GOODWILL ADJUSTMENTS- “DEFECTS IN MATERIAL OR

WORKMANSHIP”

Warranty Goodwill Adjustments are not legal obligations due vehicle owners under the terms of the FCA US New Vehicle Limited Warranty. Rather, these adjustments exist solely to assist in extraordinary circumstances where dealership management may wish to offer special considerations to their customers. Warranty Goodwill Adjustments should be made on a case-by-case basis. The Warranty Goodwill program applies to “Defects in Material or Workmanship” beyond the mileage or time limits for the Basic, Powertrain, Emissions, Perforation and Extended Warranties.

Customer participation is encouraged, however, is not required. Warranty Goodwill Limits (beyond the vehicle’s warranty coverage of the component) are as follows:

Time/Mileage 2 Years/24,000 Miles

Max. Dollar Authorization Amount (per repair visit) $2,000

Note: Request beyond one of these limits will require an FCA US Representative

documented pre-approval via the DM notes application.

Always verify vehicle component coverage through DealerCONNECT or wiADVISOR VIP and

the Vehicle Warranty Booklet.

Pre-Authorization Requirements Warranty Goodwill decisions involving established Vehicle Pre-authorization requirements remain in effect regardless of who made the participation recommendation. You must advise the Vehicle Pre-Authorization Digital Imaging (Message Code RP2) and Powertrain Service Center (Message Code RP3) of your participation recommendations to assist our customers prior to starting the repair. Claim Authorization Process Submission Instructions:

For claims that only have the message codes listed in Warranty Bulletin D-17-18, enter “GW” in the Authorization Number field and resubmit the claim.

For claims with message code RB3, and /or any dealer non-correctable message code(s), enter “RA” in the Authorization Number field and resubmit the claim.



For claims where a PTSC or VDI pre-authorization has been obtained, enter “PA” in the Authorization Number field and resubmit the claim.

2.3.9 LABOR OPERATIONS

FCA US Labor Operations, Warranty Bulletins and Service Bulletins provide up-to-date labor operation information.

Labor Operations provides most of the information needed to complete the Labor Operation section of the RO, including labor time allowances, labor operation numbers (LOPs) and their descriptions, failure codes, technician skill levels and skill category.

If there is not a LOP that exactly corresponds to the repair being performed, the LOP that most closely represents the repair should be shown using the first six digits of that LOP followed by “00” (XX-XX-XX-00). This selection becomes an actual time LOP.


Use the complete, 8-digit LOP when replacing a matching component. In instances where a part is not replaced, use the closest 8-digit LOPS substituting a “00” for the last two digits as an alternate LOP.

If a certain type of repair consistently requires more time than allowed in Labor Operations, notify FCA US using the LOP Review Process in DealerCONNECT> Service> Warranty Administration>Warranty Information Center.

Indicate the correct Failure Code. Choose the Failure Code only from the list that directly follows the causal labor operation, or the labor operation that caused the vehicle condition.

If no Failure Code match exists for the causal labor operation being performed, enter “UC” (uncodeable) as the Failure Code and add a narrative that most closely describes the component failure.

Use only one Failure Code on the causal LOP per condition; one damage code per condition on Transportation Claims.

Record labor time allowances on the RO.

2.3.9.1 LABOR OPERATION INFORMATION (LABOR TAB)

For each repair performed, a condition is identified on the Repair Order. Each condition must include the following details:

Labor Operation Number (LOP)

Failure Code (*Causal LOP only)

Hours (to tenths)

Amount



Damage, Area, and Severity Codes for Transportation claims

* A causal LOP is the Labor Operation that identifies the cause of the customer’s complaint,

which will be identified by the Failure Code.

2.3.10 MOPAR CLAIMS

Dealers are required to use Mopar parts for all warranty repairs. In addition, customers including competitive service facilities may purchase Mopar parts over-the counter for self-installation.

If the actual VIN is available:

All 1999 model year and older FCA US vehicles will be edited using the 2000 Labor Operation

Time schedules.

When preparing a Mopar claim for a 1999 and older model year vehicle, answer “N” when

asked if it is a FCA US vehicle. Use the 2000 model year Labor Operation Time Schedule from

Labor Operations.

For Non- FCA US vehicles only:

If the VIN is not available, leave the VIN blank. Select “N” for dealer installed. The system will create a VIN based on dealer code and claim number.

NOTE: For FCA US vehicles, the vehicle’s full VIN must be used.

NOTE: Refer to “www.mopar.com” for the applicable Mopar warranty coverage. This coverage varies and is dependent upon several criteria, (but not limited to) whether the vehicle is an FCA US or competitive brand vehicle, type of part, how the part was purchased, and the installer.

2.3.10.1 MOPAR CLAIM – DEALER INSTALLED PART


Select “Y”, to “Is this a dealer installed Mopar Claim” and click “Save”

Enter original Invoice Number/counter ticket number

Enter date of original purchase of part

Enter mileage at the time of original purchase of part

2.3.10.2 MOPAR CLAIM – OVER THE COUNTER PART


Select “N” to “Is this a dealer installed Mopar Claim” if this is an over-the-counter purchase and click “Save”

Enter original Invoice Number/counter ticket number

Enter date of original purchase of part

Enter mileage at the time of original purchase of part



2.3.11 NPN

When entering a part description in the NPN Part Description field in Claim Entry for Warranty (W) and Mopar (M) claims and for GCS message code PF6 (Part Description not entered for a NPN Part) follow the below guidelines:

Upon entering a NPN Part (00000NPN) on a Warranty (W) or MOPAR (M) claim, a brief description of the NPN part must be entered in the NPN Part Description Entry field in Claim Entry.

After entering a NPN value in the Part Number field in Claim Entry, a pop-up window will appear. When this occurs, enter a brief description of the part in the NPN Part Description Entry field. GCS will not allow further claim processing until a Part Description is entered in the appropriate field.

For a claim submitted with a NPN part through a dealer’s in-house business system without a part description entered, GCS message code PF6 (Part description not entered for a NPN Part) will set in DealerCONNECT.

To correct the PF6 message code, dealers are required to go into the claim which set the PF6 message code, select the Parts tab and the radio button with No Description found. When the radio button is selected, the NPN Part Description Entry box will display and the description of the part should be entered and saved on the claim. The claim should then be resubmitted for claim processing. No more than nine (9) characters are permitted in this field.

2.3.12 OPERATION DIAGNOSTICS

Operation Diagnostics is available to all dealers to reimburse for time spent by trained

technicians (including technician road testing) to perform diagnostics on a specific problem,

customer concern or to locate hard-to-find problems. Operation Diagnostics provides

reimbursement for diagnostic time even if no repair is performed due to a Trouble Not Found

condition. Technician diagnostics and road test time must be authorized by Service

Management.



2.3.12.1 QUARTERLY OPERATION DIAGNOSTICS ALLOCATION

Each quarter, dealers will receive an allocation of hours for diagnostics to use as the dealer deems necessary. The hours of allocation will be based upon “Service Mix and Service Volume”. The allocation of hours can only be used within the assigned quarter and cannot be rolled over to the next quarter. The dealer will receive weekly updates advising of their remaining Operation Diagnostics allocation time. There are no differences in the method of calculating quarterly diagnostic allocation between dealer levels.

BASE PLUS PREMIUM

Quarterly allocation, based on

Service Mix


Service Mix


Service Mix

2.3.12.2 OPERATION DIAGNOSTIC ALLOWANCE

Operation Diagnostic allowance by dealer level greater than or equal to the values below will require Warranty Contact Center review is necessary.

BASE PLUS PREMIUM

Varies by Technician Level:

Level 1: 0.5 hour

Level 2: 0.7 hour

Level 3: 1.0 hour

1.5 hours 4.0 hours

NOTE: Service Management must be sure that the customer is given a detailed explanation of all diagnostic procedures used. You must complete the following before entering your claim:

Assign repairs only to qualified technicians – Base dealers only. NOTE: All technicians who request Operation Diagnostic time must have completed Skill Level 1 (Semi-Skilled) or greater.

Instruct and encourage technicians to consult the Shop Foreman or other qualified technicians if a problem cannot be diagnosed.

Technicians must note and describe specific diagnostic and/or repair procedures and test results performed on the back of the RO.



BASE LEVEL DEALERS ONLY: When diagnosis reveals that a repair is necessary,

only the actual time spent on the total repair (including diagnostics) can be claimed for

the complete job.

For example, if a technician is punched on the job for (1.2) hours and the flat rate repair pays (0.8) tenths, the total diagnostic time that can be claimed is (0.4) tenths.

Note: Refer to Time Punching requirements for policy by levels.

Operation Diagnostics does not replace actual time.

Operation Diagnostics is intended to reimburse Dealers for Diagnostic time spent by Technicians. Operation Diagnostics IS NOT intended to compensate for:

Poorly trained Technicians

Poor dispatching

Time waiting for parts

Service Management road test

Lack of proper diagnostic equipment Operation Diagnostics cannot be used to cover time spent by a Service Advisor, or any other management personnel, in diagnosing a condition. This also includes the following:

Poor control of Technician’s time

Lack of work

Time talking to STAR Center



2.3.12.3 OPERATION DIAGNOSTICS CLAIM – REPAIRS PERFORMED


Enter the primary LOP and Failure Code

Enter Operations Diagnostics LOP 85-41-00-00

Note: Operation Diagnostic Time (8541) is not allowed in the same condition with an

RRT or Service Bulletin repair. These claims will reject and will not be authorized. If the

dealer’s claim has Operation Diagnostic Time in another condition, Warranty Contact

Center authorization is required. Put the claim in RA for review. The symptom and

repair procedure are documented in the Service Action, therefore, please ensure that all

pertinent service information is reviewed prior to diagnosis.

Enter labor hour time

Detailed narrative description of the diagnostic activities

2.3.12.4 OPERATION DIAGNOSTICS CLAIM– NO REPAIRS PERFORMED

(EXCLUDING ELECTRICAL)


Enter Operations Diagnostics LOP 85-41-XX-00 (to designate the major repair group for

this repair).

Enter the Failure Code.

Enter labor hour time.

Note narrative description of the diagnostic activities.

Some major repair groups may require additional detail and use “XX-YY” in place of “XX-00”. A

complete list of Diagnostic Labor Operations is available through DealerCONNECT>Labor

Operations.

A written explanation is required to claim diagnostic time when no repair is made. Comments

must be made on the hard copy, as well as the customer’s copy to reassure that a thorough

check was conducted on the customer’s vehicle. This will also help maintain the customer’s

confidence in the dealer’s Service Department.

2.3.13 OWNER REIMBURSEMENT

The purpose of an Owner Reimbursement Claim is to reimburse a customer for warranty eligible repairs performed on an emergency basis at a non-FCA US facility. You may submit a warranty claim to refund a customer who received emergency warranty service from a non-FCA US dealer.




Owner Reimbursement is generally made only for emergency repairs when service from an FCA US authorized franchised dealer is not available.

Indicate Owner Reimbursement as condition 1 and use either the LOP that matches or is closest to the warranty repair work performed by the non-FCA US facility as the causal LOP.

Note “Owner Reimbursement” in the Special Service section.

Special Service amount, Total Special Services amount and Total Claim Amount must match.

The customer must present the original receipt to qualify for a refund. Attach the original receipt to the RO (make a copy for the customer).


NOTE: Enter “Owner Reimbursement” as condition 1. Use the LOP that corresponds to or most closely describes the repair performed at No Charge (NC). Select “Owner Reimbursement” and then input the Invoice Number. Enter the Reimbursement Amount.

Note “Owner Reimbursement” in the Special Service section.

Enter document number.

Enter total amount.

2.3.14 PAINT REPAIR

The usual paint repairs done by dealerships owning their own body shop will fall into one of the following four categories.

Claim Type Reimbursed By

Warranty Factory

Transportation Transportation Company

Lot Damage Dealership’s Insurance Company

Insurance Individual or Company

Customer Pay Requesting the Work

The body shop may be located either on or off-site but is operated as a part of the dealership corporation with operating expenses included on the dealership’s financial statement. These dealers should follow the ‘In-house’ example in this section.



Dealerships not having a body shop, as described above, may sublet all paint repairs to an outside body shop. They must follow the ‘Sublet Vendor Repair’ example in this section. For clarification, if the outside body shop is a separate business, having no formal connection to the servicing dealership, the repair may be considered a Sublet. In these instances, the dealership is entitled to a (0.3) tenths. Sublet Processing Allowance (add LOP 85-33-33-33).


Repairs for Lot Damage are not warranty eligible and must be handled with the dealership’s insurance company.

Repairs for Transportation Damage are not warranty eligible and must be handled on a Transportation Claim Request (TCR).

Use care when selecting the proper Labor Operation for Refinishing a panel vs. simply Color Coating a panel. DealerCONNECT >Labor Operation contains a complete description of each operation.

In those rare instances when actual time is required to complete a paint repair, it must be time punched separately by the technician. Refer to DealerCONNECT >Labor Operation for full detail.

2.3.14.1 PAINT REPAIR CLAIM (IN-HOUSE REPAIR)

In addition to the basic claim entry steps, include these steps on the Part tab.

Enter Material Allowance information as follows:

Enter “MATL” in the Part Number field.

Enter the Quantity (1) in the Quantity field.

Enter the Material Allowance dollars in the Unit Price field. The allowed amount is found in DealerCONNECT> Labor Operation within the appropriate LOP.

Select only 1 part as the failed part. Note: If additional parts such as pinstripes, nameplates or trim are needed, follow the basic parts entry process for these parts.



2.3.15 PARTS INFORMATION (PARTS TAB)

For each part used, the following information must be legibly recorded:

Part Name

Condition Number (for which part is being used)

Failed Part (if applicable)

Part Number (use NPN if No Mopar Part Number is available)

Quantity

Dealer Price (parts at Dealer Net)

Parts used for warranty repairs performed at the dealership must be accompanied by the appropriate labor operation information.

2.3.15.1 FAILED PART INDICATOR

Only one Failed Part must be indicated for each condition.

Be sure to consider the following before entering your claim: It is imperative to select the correct Failure Code for the part that caused the failure. If coded

improperly, this negatively impacts Quality Engineering reporting, supplier relations and may

cause a Corporate full or partial chargeback, based on the circumstances.

Water leak or heater core failures that cause damage to carpet. The carpet should not be selected as the failed part/LOP.

Paint repairs that require a Nameplate, Emblem, Medallion, or Molding

replacement. In these cases, 0000MATL must be selected as the failed Part.

Ensure parts are assigned to the correct condition.

Use “NPN” to designate No Mopar Part Number.

September 27, 2018

2.3.16 SCHEDULED MAINTENANCE ON COMPANY-OWNED VEHICLES

FCA US maintains a fleet of vehicles that require scheduled maintenance services. These services are to be performed per the guidelines published in the vehicle’s ‘Scheduled Maintenance Chart’ found in the Owner’s Manual. These services are entered on a warranty claim. These vehicles will have a Warranty Coverage Code of ‘062’.




Perform services as requested by the FCA US employee after verifying eligibility by VIN, mileage and the ‘062’ Warranty Coverage Code.

Approved maintenance intervals vary by vehicle and usage. Refer to the vehicle’s Owner’s Manual for a description of the various maintenance schedules.

Refer to Section 26 in Labor Operations for the LOP which corresponds to the service performed.

All scheduled maintenance repairs to corporate vehicles are covered

NOTE: Body repairs for damage are insurance claims, not warranty.


Verify that the Vehicle has a ‘062’ warranty coverage code using DealerCONNECT or wiADVISOR VIP. Confirm the owner listed is an active Company Car Program participant.

Enter the Labor Operation numbers from the Group 26 section of Labor Operations.

2.3.17 SERVICE AND RECALL CAMPAIGNS

From time to time, the dealer will be called upon to perform service work in connection with an FCA US factory Recall Campaign. These campaigns involve safety, emissions or customer satisfaction related repairs. Federal Law requires that Campaign inspection and/or correction must be made on all vehicles in dealer inventory, including Used Cars and Demo’s, before delivery to a customer. Vehicles in dealer inventory must be repaired prior to sale. The National Highway Traffic Safety Administration (NHTSA) may impose fines to dealers who fail to comply with this requirement. Dealers should perform any Recall service, as determined by using VIP in DealerCONNECT or wiADVISOR, to any vehicle in for service repairs. You must perform these repairs even if the vehicle was not purchased or previously serviced at your dealership. NOTE: It is illegal to sell or lease a vehicle with a known Recall campaign related defect. You must make repairs required by any Recall on any vehicle in your stock before you sell or lease it to a customer. If any affected vehicle is sold or leased to a customer with a known defect, the dealership will be entirely responsible for all legal consequences should an accident occur as a result of a failure of the defective part. If any vehicle has been returned to the customer without inspection or repair of a known Recall Campaign related defective part, the dealership will be entirely responsible for all legal consequences should an accident occur as a result of a failure of the defective part.



In addition, it is FCA US policy that dealers are solely responsible for ensuring that all Campaign inspection and/or repair work (Recall/Customer Satisfaction/Emissions) inspection and/or repair work was completed in accordance with related Dealer Service Instructions. If a vehicle is delivered or returned to a customer without inspection and/or completed repair of a known campaign related defective part, the dealership will be entirely responsible for all legal consequences, including the defense and indemnity of FCA US, should an accident occur as a result of a failure of that defective part.

FCA US will distribute Recall parts to its’ dealers using a fair share allotment based on each

dealer’s percent of vehicles sold affected by a Recall. A dealer may also have the ability to

purchase Recall parts to accommodate Recall repair demand for additional vehicles repaired by

the dealer. Each dealer’s purchase of Recall parts should be consistent with the volume of

parts reasonably necessary to accommodate a dealer’s expected Recall repair demand. If, at

any time, FCA US believes a dealer may have purchased an abnormally large volume of Recall

parts for its service level requirements, FCA US may exercise its right to audit dealer records. If

FCA US finds the dealer to possess Recall parts stock in excess of that which is reasonably

necessary to accommodate a dealer’s expected Recall repair demand, or finds that the dealer

has regularly sold these parts for other than Recall repair performed by the dealer, FCA US has

the right to take immediate possession of the excess Recall parts at no cost, and may impose a

penalty upon the dealer for interfering with Recall parts distribution.

Dealers are responsible for the following activities related to FCA US factory Recall campaigns:

Provide for any owner of an affected vehicle the inspection and/or repairs specified in the service campaign in an expeditious manner, free of charge “parts and labor” even if the vehicle was not purchased at that dealer. This requirement applies for the life of any vehicle involved in any Service or Recall notification.

Notify owners of recently sold vehicles of the involvement of their vehicles in a Recall campaign.

Some of the involved vehicles may be in the dealer’s New Vehicle Inventory.

Use the VIN lists provided with the dealer’s Recall Notification package and in DealerCONNECT > Service>Repair Information>Global Recall System to ensure the highest possible Recall completion rate. Dealers should use these VIN lists to proactively contact listed owners. DealerCONNECT is updated daily to reflect only those involved vehicles that are still incomplete. The customer name, address and phone number are listed if known.

If a vehicle is not available for service for a known reason (or if an affected vehicle has been scrapped, stolen or exported), FCA US must be advised by completing the pre-addressed Owner Notification Form or describe the reason on a postcard and mail to:

FCA US LLC CIMS 482-00-85 800 Chrysler Drive East Auburn Hills, MI 48326-2757



If your records indicate a more recent customer name and address (CNA) for a vehicle than that used by FCA US use DealerCONNECT > Sales>Sales Reporting>Time of Sale Reporting>Used Sales and Owner Information>Customer Information to update FCA US records.

Scrap or return parts as indicated in the Recall Notification letter.

A copy of the Instruction letter, which was sent to owners of, affected vehicles.

2.3.17.1 OWNER NOTIFICATION FORM

Owners of affected vehicles will receive an Owner Notification Form with their Recall Notification Letter.

2.3.17.2 DUPLICATE RECALLS

Recalls do not have a limit on time nor miles as to when a customer comes in to get their vehicle remedied. However, once a recall is completed, it does not provide an unlimited warranty. FCA US will pay a duplicate Recall repair if the vehicle exhibits the same condition described in the Recall notification. Use the campaign part number on a Safety (S) claim in this case. These scenarios should be extremely rare and may require an investigation or contact with your Business Center to help FCA understand why the vehicle was not remedied by the first attempt. Narratives are required when requesting duplicate payments for Recalls. The duplicate Recall narrative box will not show until the claim rejects. The narrative box will show on the labor line in the rejected claim. If the same Recall part has failed for a reason other than stated in the Recall, follow the process that applies:

If there is a part failure, within 24 months (Mopar Warranty) the part replacement should be the service part number, not the campaign part number. Therefore, coverage would be one of the following:

Warranty (W) Mopar (M)

If the part fails beyond 24 months, then repairs are out of warranty. Therefore, coverage would be one of the following:

Customer Pay Possible Goodwill (AM Approval Required)

If a customer has an open Recall and parts are no longer available, please notify your Area Manager for Business Center review. March 13, 2019



2.3.17.3 COLLATERAL DAMAGE

If a failed Recall part causes a part that is not included in the Recall to fail, the additional parts

and labor may possibly be allowed on the Recall claim. Photos of the additional repair must be

retained as part of the RO; RO retention guidelines must be followed.

Additional LOPs can be found in Labor Operations by completing a search by Recall

number. The search results will show LOPs originally published with the Recall;

selecting the LOP will show available related LOPs.

Authorization narrative must be on claim to support the additional repair

To process additional repairs with related LOPs available in Labor Operations:

If a failed Recall part causes a part that is not included in the Recall to fail, and there is a related

LOP(s) in Labor Operations for the additional repair, go ahead and submit the LOPs with the

Recall claim.

Enter the parts in the Part tab of the Recall claim

Enter the related LOPs in the Labor tab of the Recall claim along with the Recall LOP(s)

Then submit the claim

Once the complete repair is entered on the claim and all dealer correctable errors have been

addressed; if the claim has non-correctable message codes, the claim must be submitted for

payment review to the Warranty Contact Center using RA as the authorization.

To process additional repairs with related LOPs NOT available in Labor Operations:

If a failed Recall part causes a part that is not included in the Recall to fail, and there are no

related LOPs in Labor Operations for the additional repair, follow the LOP review process by

submitting a LOP Related Inquiry located in DealerCONNECT>Service>Claim Administration for

evaluation and update.

If the request is APPROVED, the related Recall LOP will be added to Labor Operations

and the dealer can proceed with normal Recall claim submission.

If the request is NOT APPROVED, submit the repair under Warranty (W) claim type, if

the repair has been pre-authorized by the Area Manager or BC representative.

Once the complete repair is entered on the claim and all dealer correctable errors have been

addressed; if the claim has non-correctable message codes, the claim must be submitted for

payment review to the Warranty Contact Center using RA as the authorization.



2.3.17.4 RECALL PARTS

If the Recall Campaign involves the use of specific parts, FCA US may pre-ship some parts to the dealer, so that the dealer will be able to provide the necessary Recall services as soon as the Recall Campaign is launched. Additional Recall parts should be ordered in the normal fashion from the dealer’s facing Parts Depot unless otherwise instructed in the Recall.

All of the information needed to prepare a Recall claim is included in the Recall Notice sent by FCA US LLC.

Be sure to consider the following before entering a Recall claim:

Recall Notices replace usual warranty repair sources for information concerning the repairs to be made.

The Recall Notice will indicate if parts must be returned to FCA US.

The Recall claim may contain multiple Recall conditions, if needed (up to 15), for the vehicle.

Include the name and number of the Recall in each condition on the RO.

2.3.17.5 REGIONAL SERVICE AND RECALL CAMPAIGN POLICY

FCA US may conduct a geographically limited service or Recall Campaign when data and other

information clearly indicate the occurrence of a condition is limited to recurring or prolonged

exposure to environmental factors found only in certain regions of the country (i.e.: extreme

temperatures, use of road salt, other environmental factors or combinations of factors, etc.).

Some vehicles, not originally sold or currently registered in the selected region, may experience

the same condition that is the subject of the limited service or Recall Campaign (i.e., vehicles

located in “border states”, vehicles regularly driven in states included in the Recall, etc.). If a

vehicle exhibits such a condition still within the New Vehicle Limited Warranty terms, follow the

published repair process. If a vehicle outside of the New Vehicle Limited Warranty terms

exhibits such a condition, refer to the subject Recall, CSN or Warranty Extension and verify the

vehicle meets all of the following 3 criteria:

The vehicle built date falls within the built date range identified on the Service or Recall

Campaign Notice; and

The vehicle is identical (year, model, make, sales code, etc.) to the vehicles identified on

the Service or Recall Campaign Notice; and

The vehicle exhibits the same condition(s) that is identified on the Service or Recall

Campaign Notice.

For all vehicles, that meet all of the above 3 criteria the Dealer must perform the Service or

Recall Campaign work at “No Cost’ to the customer. All decisions authorized by Dealership

Management must be properly documented on the Repair Order including Service Management

initials, date and reason for the repair.




Select claim type S – Safety/Recall

Enter VIN

Complete Claim Entry

Use the parts and LOPs from Recall Notice and enter the claim.

NOTE: Do not indicate a Failure Code. Use parts and LOPs from Recall Notice.

If the Recall does not apply to the vehicle, the claim will reject for message code “RE1” – (Recall

LOP not valid for vehicle).

Once the dealer correctable errors have been addressed and other non-correctable message

codes remain, the claim must be submitted for payment to the Warranty Contact Center via RA

for authorization.

Warranty Extension Claim Type

Select claim type W – Warranty

Enter VIN

Complete Claim Entry

Use the parts and LOP’s from the Service Bulletin that describes the repair action and

enter the claim.

If the Warranty Extension time coverage period is expired, the claim will reject for message

code “CJ1” – (Warranty coverage expired for this LOP due to time) or “CJ2” – (Warranty

coverage expired for this LOP due to odometer reading).

Once the dealer correctable errors have been addressed and other non-correctable message codes remain, the claim must be submitted for payment to the Warranty Contact Center via “RA for authorization.

2.3.17.6 VEHICLE LISTS, GLOBAL RECALL SYSTEM, VIP AND DEALER

FOLLOW-UP

All involved vehicles are entered into the DealerCONNECT Global Recall System (GRS) and Vehicle Information Plus (VIP) for dealer inquiry as needed. GRS provides involved dealers with an updated VIN list of their incomplete vehicles. The owner’s name, address and phone number are listed if known. Completed vehicles are removed from GRS within several days of repair claim submission. To use this system, click on the “Service” tab and then click on “Global Recall System”. Your dealer’s VIN list for each Recall displayed can be sorted by: those vehicles that were unsold at Recall launch, those with a phone number, City, Zip Code, or VIN sequence. Dealers must perform this repair on all unsold vehicle before retail delivery. Dealers should also use the VIN list to follow up with all owners to schedule appointments for this repair.



Recall VIN lists may contain confidential, restricted owner name and address information that was obtained from the Department of Motor Vehicles of various states. Use of this information is permitted for this Recall only and is strictly prohibited from all other use.

2.3.18 SUBLET VENDOR REPAIR

Independent Repair Facilities may be used to make certain types of Warranty repairs, such as window replacement, welding, paint refinishing (see Sublet Vendor Paint Repairs section), etc. Costs incurred in connection with Dealer-authorized repairs performed by sublet vendors are reimbursable (subject to FCA US Warranty Policy guidelines) when the following information is provided on the RO:

Sublet Vendor Name

Sublet Vendor Invoice Number

Invoice Amount

VIN

Mileage

Date of Repair


Sublet Vendors must time punch to support all actual time requests.

Sublet Vendor repair costs should be discussed and agreed upon before the repair is sublet.

Sublet Vendor repair costs must not exceed the cost of the repair if it had been performed by the Dealer.

Enter Sublet Vendor repair LOPs as NC (No Charge) as if the repairs had been performed at the dealership. Use the LOP that corresponds to or most closely describes the repair performed by the Sublet Vendor.

Only one sublet processing allowance may be claimed for each repair visit.

On the Special Service line, show the Sublet Vendor name and Invoice Number, note “Sublet Repair” and show the Sublet Vendor invoice amount.

The Special Service amount and Total Special Services amount must match.

If the repair was performed by a Sublet Vendor, include the Sublet Processing Allowance on the RO.

Attach a copy of the Sublet Vendor invoice to the RO.



Each sublet invoice MUST list vehicle’s VIN, mileage, date of repair, a description of each separate repair service performed and a description of each separate part used.

Warranty Repair Order must indicate that sublet has been performed and include vendor name and invoice number.

2.3.18.1 SUBLET VENDOR PAINT REPAIRS

Independent Repair Facilities may be used to make paint-related Warranty repairs. Paint repairs performed by sublet vendors are reimbursable (subject to FCA US guidelines). The following information must be included on the RO:

Sublet Vendor Name

Sublet Vendor Invoice Number

Invoice Amount

VIN

Mileage

Date of Repair


Sublet Vendors must time punch to support all actual time requests.

Sublet Vendor repair costs should be discussed and agreed upon before the repair begins.

Sublet Vendor repair costs must not exceed the cost of the repair as if it had been performed by the Dealer.

The Special Service amount and the Total Special Services amount must match.

Use the LOP that corresponds to or most closely describes the repair being performed. Enter NC (No Charge) in Labor Hour.

If the repair was performed by a Sublet Vendor, include the Sublet Processing Allowance on the RO.

Every sublet invoice MUST list, vehicle’s VIN, mileage, and date of repair; a description of each separate repair service performed; and a description of each separate part used.

Repair Order must indicate that sublet has been performed and include vendor name and invoice number.




For sublet claims, you must select “None” for Technician in the Condition tab.

Show last four digits of Sublet Vendor invoice.

Use the LOP that corresponds to or most closely describes the repair at NC (No Charge).

Enter the Sublet Processing Allowance.

Note the Sublet Vendor Name and Invoice Number.

Note Sublet Repair.

Show the amount of the Sublet Vendor Invoice.

Show the Total Special Services/Charges amount.

2.3.18.2 SUBLET VENDOR CLAIM – WINDSHIELD / BACKLITE


Show last four digits of sublet Invoice Number.

Use the LOP closest to the repair performed at NC (No charge).

Include the sublet Processing Allowance (LOP 85-33-33-33) for 0.3.


Note “Sublet Repair”.

The Amount must match the amount on the Invoice.


2.3.18.3 SUBLET VENDOR CLAIM – SUBLET LABOR ONLY


Show last four digits of sublet Invoice Number.

Use the LOP closest to the repair performed at NC (No charge).

Include the Sublet Processing Allowance (LOP 85-33-33-33) for 0.3.


Note “Sublet Repair” in Special Service tab.



Amount must match the amount on the Invoice.


2.3.19 TIME PUNCHING

All Base dealers must continue to time punch each repair. Time punching is not a requirement for Plus and Premium dealers, except for Actual Time and Diagnostic Time. However, some dealers may prefer to continue time punching. You MUST ensure Repair Orders are closed either at the time of the last time punch on the Repair Order or when the customer’s vehicle is returned to the customer. When a Special Order part is ordered for a vehicle and the vehicle is being returned to the customer, close the Repair Order. Technicians are required to time punch actual time separately from all other repairs on the RO. In instances when actual time is required to complete a paint repair, it must be time punched separately by the technician. If more than one technician works on the same repair, the technician who spent the most time on the repair must be the technician listed on the claim submitted to FCA US.

BASE PLUS PREMIUM

Required For Each Repair

Same as current

policy

Not Required

Except for Actual Time

and Diagnostic Time

Not Required

Except for Actual Time

and Diagnostic Time

2.3.20 TOWING

FCA US provides the 24-Hour Towing Assistance Program for vehicles covered under the Basic Limited Warranty and any applicable Diesel Warranty Coverage. The vehicle will be towed to the nearest authorized FCA US dealer when the vehicle has been disabled.



Reimbursement Steps:

1. Dealership does not own the towing company used: The reimbursement processes listed below are for those rare instances when the customer or dealership is unable to use the standard Roadside and/or Towing Assistance process. Any dealer or vehicle owner requesting Roadside and/or Towing Assistance reimbursement must be aware all claims are evaluated on a case by case basis and must be submitted to the following address:

Roadside Assistance

P.O. Box 9145 Medford, MA 02155

ATTN: Claims Department

The reimbursement submission must include the following information:

Reference number provided at the time prior authorization was obtained

A copy of the Repair Order or receipt with cost breakdowns

Proof of payment to vendor

VIN

Service Contract Number, when applicable

Owner’s name and address

A contact telephone number

Location of breakdown

Tow to location

Odometer reading at time of disablement 2. Dealership owns and operates their own towing company: Any dealer who is

registered as a Cross Country service provider can submit their Roadside Assistance or Towing Assistance claims online at: www.agerosupport.com

Enrolling a Tow Provider The application forms required to become a Cross Country service provider can be found on the Internet via the following URL: https://agero.com

Reporting Service Concerns

In the event you encounter a problem with a tow provider, you can contact a Cross Country Automotive Service representative at: 1-800-521-2779.

https://agero.com/



2.3.20.1 TOWING- COVERED BY WARRANTY

The cost of towing a covered vehicle in for warranty repairs is accomplished by completing the required information on the RO. Certain restrictions apply in connection with the maximum amount that may be claimed as towing expense without the need for Area Manager authorization.

Be aware that towing is covered through 24-Hour Roadside Assistance and 24-Hour Towing Assistance programs.

Run a VIP on DealerCONNECT or wiADVISOR to verify the warranty coverage for the vehicle.

Include and attach towing receipt documentation.


Towing is covered through the Cross Country program.

Run a VIP on DealerCONNECT or wiADVISOR to verify the warranty coverage on the vehicle.

Area Manager Authorization is required for towing expenses that exceed established amounts.

Attach a copy of the towing invoice to the RO.

All towing invoices MUST include:

Vehicle’s VIN Mileage Date of tow

2.3.20.2 TOWING CLAIM – WITH REPAIR


Enter Towing in the Special Service area

Enter the Document Number

Enter the Total Amount billed on the Invoice.



2.3.20.3 TOWING CLAIM – WITHOUT REPAIR


Enter the claim as a Continuation.

Enter the same Claim Header information as the original claim.

Use the Causal LOP from original claim with NC (No Charge) for hours.


Enter towing in the Special Service Area.

Enter the Towing service amount and Invoice Number.

Enter the “Towing Amount” billed on the Invoice.



2.3.21 TRANSPORTATION CLAIMS (TCR)

Costs associated with making repairs to new vehicles damaged in transit may be reimbursed by completing a Transportation Claim (TCR).

These claims are referred to as “TCRs - Transportation Claim Requests” because the carrier, not FCA US, is ultimately responsible for reimbursing Dealers for these costs. Transportation Claims must be filed within 60 days of vehicle receipt and claims must be submitted via DealerCONNECT within 5 days of completing the repair.

Be sure to consider the following before beginning repairs:

Follow the procedures in the Vehicle Activity section to document transportation damage and provide proper notification to the carrier.

Know what your state and local laws define “major damage” as. Also know how FCA US defines “major damage” in the Vehicle Activity Section. If in doubt, call the Logistics Help Desk at 1-855-683-7062.

The dealer must not, without specific instructions from Dealer Transportation Claim Support (DTCS) repair major transportation damage to any vehicle.

Failure to properly notify the carrier of Transportation damages will result in a chargeback or

non-payment to the dealership for any repairs completed.

2.3.21.1 TRANSPORTATION CLAIM – IN-HOUSE AND SUBLET REPAIRS

After initiating a New Claim, select Claim Type - T-TCR.

Include this information to submit a claim:

Carrier delivery date

Input Area

Damage

Severity codes for each applicable LOP

2.3.21.2 TRANSPORTATION CLAIM –SUBLET REPAIR

Include this additional information to submit a sublet claim:

Enter Sublet Repair in the Special Service tab for each condition

Note the sublet LOP

Enter the Document Number

Enter the Total Amount



2.3.22 WHEEL ALIGNMENT SPECIFICATIONS FOR CLAIM ENTRY

Wheel alignment and/or toe adjustment / centering the steering wheel are pre-set at the assembly plant and generally not reimbursable prior to a vehicle being placed in service. If the pre-delivery road test confirms a need for re-alignment and/or centering the steering wheel, the operation(s) must be approved by service management. If you are charging FCA US for an alignment, you must record the “before” and “after” specifications on the back of the hard copy of the RO. As an alternative, it is acceptable to attach “before” and “after” printouts from a computerized alignment machine.

Both Front and Rear-End Wheel Alignment (LOP 02-00-01-xx) and both Front and Rear-End

Toe Adjustment/Center Steering Wheel (LOP 02-00-02-xx) Specifications are a mandatory

requirement for Claim Entry and must be submitted on a Warranty (W) Claim when applicable.

NOTE: The Front and Rear-End Specifications are only required for Toe Adjustment/Center

Steering Wheel (LOP 02-00-02-xx) when this repair is selected as the causal LOP.

To Launch the Front and/or Rear-End Measurements (Narrative Entry) Pop-up Window, perform

the following steps:

Step 1:

Click on the Service Tab, login to Claim Entry and create a Warranty Claim.

Step 2:

In the labor tab, enter the Wheel Alignment LOP (02-00-01-xx) or Toe Adjustment/Center

Steering Wheel (LOP 02-00-02-xx) in the LOP Text Field and select the appropriate Failure

Code from the Drop Down box (when applicable).



Step 3:

Select the Add Narrative button. A Narrative Entry window will display.

1. Enter the (10) Front-End Measurements.

2. Enter the (6) Rear-End Measurements if applicable.

If a value entered is not in the format of +n.nn, an alert message of “Measurement Code Please

enter the number in the format of +n.nn (i.e. +123, -1.18)’ will display as illustrated below. Enter

all the values in the correct format and select the Save button.

A “Labor has been updated” message will display on the top of the page if the narrative saved

successfully.



There are Four GCS Message Codes related to Wheel Alignment Specifications. They are:

LN1: All ten front alignment measurements are not present on claim. To correct the

message code, you must enter the ten front alignment measurements on the claim and

resubmit the claim.

LN2: All ten front alignment measurements (and all six rear measurements if present) do

not confirm to specification format (+9.99 to -9.99). To correct the message code, you

must re-enter all front and rear measurements (as needed) to reflect the specifications

form (+9.99 to -9.99) and resubmit the claim.

LN3 Wheel alignment LOP should not be used when only Toe Adjustment is measured.

To correct message code, if Toe Adjustment “Before” and “Final” measurement are

different use adjustment/Center Steering Wheel 02-00-02-XX and resubmit the claim.

LN4 Wheel Alignment LOP was used when all front end measurement remained the

same. To correct the message code, use LOP 85-41-02-00 (No Trouble Found) and

resubmit the claim.

It is still a requirement and dealership responsibility to maintain records of the “before and “after”

Wheel Alignment and/or Toe specifications as outlined in the Claim Processes Section of this

manual.

Any dealer correctable message codes must be corrected prior to submitting a claim in “RA” to the Warranty Contact Center.

2.3.23 WHEEL BALANCE

Wheel balance is performed at the assembly plant and generally not reimbursable prior to a vehicle being placed in service. If the pre-delivery road test confirms the need to balance one or more wheels, the operation must be approved by service management.

2.4 CLAIM PROCEDURAL GUIDELINES

2.4.1 AUTHORIZATION REQUIREMENTS

Some warranty claims and certain types of claim expenses require authorization by the Service Manager, Area Manager/District Manager, Warranty Contact Center, Warranty Administration Manager, or Major Damage. A Centralized Warranty Contact Center has been established for the coordinated administration of claims processing.



The following specifies the types of claim and claim expenses that require authorization, as well as the parties responsible for approving the claim/claim expense. Claim/Claim Expense Authorization Source Major Damage Dealer Transportation Claim Support (DTCS) Towing in excess of established amounts Warranty Goodwill Administration Process/

Area Manager/District Manager/ Warranty Contact Center

Rental Vehicle Warranty Goodwill Administration

Process/Area Manager/District Manager/ Warranty Contact Center

Waive Deductible Warranty Contact Center Owner Reimbursement Area Manager/District Manager/Warranty

Contact Center Excessive “Actual” Time Warranty Contact Center Shared Expense Claim Warranty Goodwill Administration Process /


Warranty Goodwill Warranty Goodwill Administration Process /


Consumer Goodwill Area Manager/ Customer Care FLEX Repair Quality Specialist (RQS)/

Warranty Contact Center

Diagnostics Repair Quality Specialist (RQS)/ Warranty Contact Center Restricted Transmission Assemblies Powertrain Service Center Automatic Transmission/Transaxle (Auto Trans) Manual /Transmissions/Transaxles Assembly replacements/ Cummins Diesel Long Block Engine Assembly/ Gas Engine Long Blocks Digital Imaging Pre-Authorization Digital Imaging Approver Star Center Rolling Part Restriction Star Center



Request for Authorization (RA) System: The Request for Authorization (RA) system can be used for claims that require authorization. Before submitting a claim, confirm with authorization source that you can use “RA”. Once you put RA on a claim and send it to FCA US, we will verify if the claim is eligible for RA. If the claim is eligible for RA, the claim will be put in pending status and you will receive a claim acknowledgment message code “AB4 - Claim pending corporate authorization review”. “AB4” indicates that the claim has been put in a FCA US pending file for 30 days for someone to review the claim and decide to pay, deny or return it. If “AB4” does not appear on your claim acknowledgment, the claim was not put in RA suspense. You should research and correct any errors and resubmit the claim. Claims come back with one of the following message codes: AB3 - Claim denied after Corporate Review AB6 - The claim has been returned after a corporate review – Action Required AE2 - Condition contains message codes that are not eligible for “RA” RG1 - Dealer can approve this goodwill claim

Reminders and Recommendations:

Know when authorizations are required.

Obtain required authorizations prior to submitting warranty claims to FCA US.

In the case of Major Damage, Powertrain Service Center Digital Imaging, and Star Center Rolling Parts Restriction Program obtain the required authorization before repairs are made.

The Claim Administration process will allow for supporting repair/service documents to be attached directly to RA claims and an improved narrative feature. Upon entering “RA” in the authorization Number field in Claim Entry, a new tab will appear to the right of the Message Code Summary tab. This tab will only appear when “RA” is entered in the Authorization Number field.

In cases when a claim is submitted into RA status without attaching supporting documents, the claim will NOT process into RA and will set an AT2 (Attachment Required) Message Code. In addition, Reason Code(s) (C##) will display advising dealers which supporting document(s) are required to be attached on the claim.

The Attachment tab allows for repair/service documents to be attached, viewed and/or removed. To attach a document to a RA claim, select the Attachment tab>Browse>Choose file select>Open> File Upload.



Note: The maximum size of each attachment cannot exceed 1MB. Allowed file types are: jpg, Jpeg gif, xls, xlsx, tiff, tif, bmp, png, pdf or 3gp. Maximum length of the file name should be less than or equal to 40 characters. Word documents or zip files are not permitted due to virus risks. Improved Narrative feature allows for:

More conversational or “readable” text to improve flow

Eliminates cloned responses

Eliminates the need to re-enter previously entered information

Eliminates “back and forth” traffic

Type of Reimbursement Supporting Documents

Actual Time/ Diagnostic Time A detailed copy of the RO with Tech notes and time punches (Including Body Shop)

Battery Copy of Battery Test Slip For Message Codes: - LE6 battery service code from your battery

tester is missing - LE8 battery service code from your battery

tester is invalid - LE9 battery service code indicates no

replacement needed

Diagnostic Any related Diagnostic Worksheet (Required)

Exchange Order part charges Parts invoice/statement Exchange Order Tracking form

LB1 rejections (Service Contract Claims) Page out of the dealer’s retail time guide (Motors, All Data, Mitchell) showing the time allowance

Mopar Claims Original customer pay RO from an FCA US dealer

Mopar “Over the Counter” parts Original customer purchase receipt

Mopar Remanufactured Powertrain Limited Warranty Claims

Original purchase invoice and/or registration card

“Non-FCA US” part, for a competitive make vehicle (Service Contract Claims)

Itemized part receipt: showing dealer cost, any core charges and discounts

“NPN” parts on an FCA US vehicle Itemized part receipt: showing dealer cost, core charges and discounts

Rental Claims Completed, signed final rental agreement showing dates out and in and amounts per day Parts order/shipping forms if a part was backordered requiring a rental to be issued -Enter 85-LO-AN-00 as a related LOP to the primary LOP for backorder part situations

Sublet Repairs Detailed Sublet receipt(s), itemized parts and labor charges, VIN, date(s), odometer readings

Towing Claims Towing receipts, including in-house wrecker, clearly showing pick-up date and miles towed. Note: Warranty towing is reimbursed by Cross Country Motors, not Warranty



NOTE: Additional documents may be required based on claim review. Examples include: Brake Lathe verification; Level 5 Corrosion/Collision Form; Vehicle Registration/Driver’s License, etc.

September 18, 2018

2.4.2 AUTHORIZATION AND REPAIR GUIDELINES

In performing warranty service for owners of our products, follow the authorization guidelines listed below. Follow the repair guidelines as instructed in TechCONNECT. This list tells you how to handle specific kinds of warranty service and defines the authorization requirements.

2.4.2.1 AIR CONDITIONING COMPRESSOR OIL

The oil used in air conditioning compressors is application specific. Warranty repairs only require small quantities of these oils. A Warranty Part Number and price per ounce has been established for use in preparing warranty claims.

Refer to the Mopar Parts Inquiry function within DealerCONNECT for the Mopar and Warranty Part Numbers and prices.

2.4.2.2 BRAKE CALIPERS

These components should be repaired by replacing the needed component parts unless the total repair cost (parts and labor) would exceed 70% of the cost of replacing the entire unit.

2.4.2.3 BRAKE DRUMS (EXCEPT 60/ 70/ 80 AXLES)

Brake drums may not be refaced, they must be replaced.

2.4.2.4 BRAKE ROTORS

Dealers can either replace or reface brake rotors. Diagnostic results and the type of brake rotor refacing equipment available at the dealership will determine which repair procedure should be used. The proper diagnostic procedures, maximum/minimum brake specifications and tolerances are found in Section 5 of the vehicle’s appropriate Service Manual. The minimum rotor thickness is cast into all rotors and must be strictly adhered to. Brake rotors that do not meet the minimum specifications before or after refacing must be replaced. If the dealership determines that the rotors should be refaced, the dealership must use an approved On-Vehicle Lathe. The specifications and procedures outlined in the vehicle’s appropriate Service Manual must be followed, unless the on-vehicle lathe operator’s manual is more stringent.



When refacing rotors, the technician must record the beginning and ending lateral run out and

rotor thickness values on the back of the Repair Order hard copy. If this information is not

recorded on the back of the hard copy, the repair is subject to full or partial chargeback, based

on the circumstances. If the repair is sublet, the beginning and ending specifications must be

recorded on the sublet invoice.

For rotor replacements, thickness variation values MUST be recorded per the above steps. On-vehicle lathes must be capable of maintaining the following brake rotor tolerances and produce a smooth even finish without directional burrs:

.052 mm (.002) lateral run out, as measured at the center of the braking surface

.0051 mm (.0002) rotor thickness variation Note: FCA US approved on-vehicle hub mounted brake lathes are Hunter and Pro Cut. Caliper mounted brake lathes do not meet FCA US Engineering standards for run out on the rotors. September 27, 2018

2.4.2.5 CLAIMS ANALYSIS PROCESS

Dealers will be made aware of any potential problems with Operation Diagnostics via the Performance Overview and Potential Problem Summary (POPPS) Report. Dealers are responsible for implementing corrective action when necessary.

2.4.2.6 CORRECTIVE ACTION

If an out-of-line condition occurs, the best way for the correction to take place is through Dealer Principal/Management action, not by Business Center intervention. If a Technician is out of line, the dealership should take action to correct the situation. Corrective Action steps will vary, depending on the reason for the out-of-line condition, such as lack of Technician training, misunderstanding the guidelines established for diagnostic time, or abuse of the program. If the dealership discovers that it has unnecessarily claimed Diagnostic Time, a self-chargeback can be initiated to correct the situation. This can be done by using DealerCONNECT> Service> Claim Administration> Chargebacks. The Area Manager/District Manager will work with the dealership to correct any problems. However, if the out-of-line condition persists, the Business Center may:

Require a Dealer review by the Area Manager/District Manager.

Restrict the Dealer’s ability to submit Diagnostic Time. Reinstatement of the program is at the Business Center’s discretion.



2.4.2.7 CUMMINS DIESEL FUEL INJECTION PUMP – 12-VALVE ENGINE

ONLY

Injection pumps requiring internal repairs/adjustments are to be performed by Bosch authorized Diesel Service Dealers only without any prior authorization. Warranty Bulletin D-16-17 discusses the subject of tampering in detail. If a replaced injection pump is returned to FCA US and it is determined to have been tampered with, it will be returned to the dealer and the claim will be charged back with Message Code 67D - Fuel Injection Pump Tampered With. These claims will not be considered for appeal. Whenever an authorized Bosch Diesel Service Center works on an injection pump that is subsequently replaced, the Service Center’s Repair Order, explaining their diagnostics, action and findings, must also accompany the replaced pump when returned to the Quality Engineering Center (QEC). Failure to do so will result in a full or partial chargeback, based on the circumstances. September 27, 2018

2.4.2.8 CUMMINS DIESEL INJECTION PUMP PARTS PROCESSING

PROGRAM - 24-VALVE ENGINE ONLY

Cummins diesel fuel injection pumps for the 24-valve engine are included in the Parts Ordering Process. These pumps are order restricted and need approval from the STAR Center before they may be replaced. The Mopar parts ordering system will not allow direct dealer order of this part. When your diagnosis results in a decision to replace this pump, contact the STAR Center at 1-800-850-7827. They will review the customer concern, vehicle repair history, and your diagnostic procedures to ensure the part requested is needed to properly repair the vehicle. Once replacement is approved, the STAR representative will place the parts order for the dealership directly with Mopar.

2.4.2.9 FLUIDS

The amount of fluid allowed for any repair is based on the instructions provided in the shop manual, Service Bulletin or Recall notification. Any part quantities for fluids that exceed what is specified in those publications is not reimbursable.

2.4.2.10 GLASS

Glass breakage isn’t covered under warranty unless there is indisputable physical evidence of improper factory installation or an observable defect in the glass. Chips, nicks, or “stars” are not considered to be defects for warranty purposes. You must:

Use only Mopar glass in making warranty glass repairs.

Include a written description of the reason for the glass replacement on the RO.

Attach the Safeguard Glass Warranty Label to the Dealer Accounting Copy - 2 of the RO. The label is affixed to the glass when you receive it.



2.4.2.11 INDEPENDENT REPAIR FACILITY (IRF)

The Independent Repair Facility must contact the technical hotline at 1-866-262-8517 for repair or replace instructions. The Warranty Authorization document for the IRF must be included with the Mopar Warranty claim.

2.4.2.12 MINIMUM TRAINING REQUIREMENTS (MTR)

MTR is determined by the FCA Performance Institute. For CDJR dealers, it defines the

minimum number of technicians a dealership should have trained in each skill area at Levels 2

and 3. FIAT/Alfa dealers must have one level 3 technician in each skill area.

Combined CDJRF or FIAT/Alfa dealers must meet requirements for each brand.

NOTE: Be sure to terminate technicians that are no longer employed at the dealership

within 60 days of their exit. Leaving a technician as employed at the dealership

misrepresents the dealer’s MTR.

The MTR Report is located in DealerCONNECT>Training>FCA Performance Institute> Performance Institute Learning Center > My Learning Center> Reports > Technician Reports > Minimum Technical Training Requirements. February 23, 2018

2.4.2.13 MOPAR GASKETS & SEALS LIMITED WARRANTY

Effective with Mopar gaskets and seals sold on or after May 18, 2016: Mopar gaskets and seals installed by an authorized dealer are warranted against normal defects in material and workmanship for 12 months/unlimited miles from the date of repair for both parts and labor. Mopar gaskets and seals NOT installed by an authorized dealer are warranted against normal defects in material and workmanship for 12 months/unlimited miles from the date of purchase for parts (exchange) only. The warranty does not cover labor charges of applicable taxes. CUSTOMER MUST KEEP ORIGINAL RECEIPTS. Effective with Mopar gaskets and seals sold prior to May 18, 2016: Mopar gaskets and seals are sold AS IS without any warranty whatsoever.

2.4.2.14 MOPAR PERFORMANCE PARTS (MOPAR PART NUMBER

BEGINNING WITH “P”

Mopar Performance Parts (parts with Mopar part number beginning with “P”) are sold AS IS without any warranty whatsoever.



2.4.2.15 MOPAR V-LINE

Mopar V-Line products are not approved for use under the FCA US new vehicle limited warranty.

2.4.2.16 OIL LEAKAGE

If oil leakage is sufficient to cause a visible loss of oil (such as an actual dripping condition), you may make the needed repairs under warranty. Wet gaskets or seepage is considered normal and repairs should not be attempted.

2.4.2.17 PAINT & SHEET METAL

Small imperfections or waviness in sheet metal (particularly in curved areas or at weld joints) are considered acceptable, as long as the condition doesn’t detract from the overall appearance of the vehicle. The use of paintless dent repair is approved for warranty and transportation damage repair and should be used whenever possible providing the repair restores the metal to a like new condition without any damage to the painted surface. Although most small to medium dents can be repaired using the paintless repair method, there are some exceptions. For example, tight access (behind braces) - as no drilling of access holes is allowed. Also, the size or nature of the dent may stretch the metal beyond the point of being able to repair using the paintless repair method. Only repairs for defects in workmanship or material are reimbursable under the warranty. The following paint conditions are not normally covered:

Tree sap, ocean spray, bird droppings, insect damage, road hazards and certain weather and atmospheric conditions which create a chemical fallout or acid rain, etc.

Damage from hail, windstorms, lightning, floods and other acts of God

Fading, pitting and dark spots caused by acids or alkali

Nicks and chips caused by gravel or road debris Paint repairs should be limited to the smallest panel section possible. If a panel has more than one section with a defect, repaint the whole panel. Color coat is used when the defect does not extend below the primer coat. Use paint refinish only when defects involve exposed or damaged metal surfaces.



2.4.2.18 POWERTRAIN PRE-AUTHORIZATION PROGRAM – POWERTRAIN

SERVICE CENTER FOR AUTOMATIC TRANSMISSION/TRANSAXLE, VALVE

BODIES, TORQUE CONVERTERS, CUMMINS DIESEL SHORT BLOCK,

CUMMINS DIESEL LONG BLOCK, CUMMINS DIESEL COMPLETE ENGINES,

SELECT GAS ENGINES & DEMON REAR AXLE/DIFFERENTIAL ASSEMBLY

Select 6 Speed, 8 Speed and 9 Speed Transmissions/Transaxles, 8 Speed and 9 Speed Torque Converters and 8 Speed and 9 Speed Valve Bodies, Cummins Diesel Short Block, Cummins Diesel Long Block, Cummins Diesel Complete Engine assemblies, High Performance Gas Engines (2.9L V6 Alfa Romeo Twin-Turbo, 6.2 L Hellcat and Demon, 6.4L SRT and 8.4L Viper Complete and Long Block) and 2018 Demon Rear Axle/Differential Assembly replacements submitted as a Warranty (W) or Mopar (M) replacement claim must be pre-authorized and approved through the Powertrain Service Center prior to replacement, in order to be eligible for payment. Mopar Vehicle Protection Claims (MVP) (Type F) claims continue to be excluded from this program. Any assembly received by FCA US that has missing parts, is damaged in shipping due to loose parts, or has components installed that are not applicable with the unit, is subject to a complete or partial assembly chargeback based on the circumstances. Any assembly replaced, when the Repair/Replace Threshold has not been exceeded is subject to a complete or partial assembly chargeback based on the circumstances. The Powertrain Service Center application is located in DealerCONNECT>Service> Warranty Administration>Pre-Authorization Programs>Powertrain Service Center. If you have any questions or concerns regarding a request call 1-866-262-8517 (Prompt 1, 4). Powertrain Service Center (PTSC) hours are: Monday –Friday 8:00 AM – 8:00 PM EST. Ref. D-19-08 February 13, 2019



Powertrain Pre-Authorization Matrix Which components require Powertrain Pre-Authorization?

Automatic Transaxles

Front Wheel/AWD /Drive/AWD Applicable Sales

Codes SmartWarranty Dealer Level Base Plus Premium

DF5, DF6 9HP48 (Transaxle, T-Converter, V-Body) Yes Yes Yes

DFH, DFJ 948TE (Transaxle) Yes No No

DG2 62TE (Transaxle) Yes No No

All Others No No No

Manual Transaxles

NONE

Automatic Transmissions

Rear Wheel Drive/4WD

Applicable Sales

Codes SmartWarranty Dealer Level Base Plus Premium

DFL 845RE (Transmission) Yes No No

DFT 850RE (Transmission) Yes No No

DFG 8HP45 (Transmission, T-Converter, V-Body) Yes Yes Yes

DFD, DFK 8HP70 (Transmission, T-Converter, V-Body) Yes Yes Yes

DFR, DFV 8HP75 (Transmission, T-Converter, V-Body) Yes Yes Yes

DFE 8HP90 (Transmission, T-Converter, V-Body) Yes Yes Yes

DFS 8HP95 (Transmission, T-Converter, V-Body) Yes Yes Yes

All Others No No No

Manual Transmissions

NONE

Engines

FWD/RWD GAS/DIESEL

SmartWarranty Dealer Level Base Plus Premium

Cummins Short Block Yes No No

Cummins Long Block Yes Yes Yes

Cummins Complete Yes Yes Yes

High Performance Gas Engines (2.9L Alfa Romeo Bi-Turbo V6, 6.2L Hellcat & Demon, 6.4 SRT & 8.4L Viper Complete & Long Block)

Yes Yes Yes

All Others No No No

Axles

Rear Axle Assembly

SmartWarranty Dealer Level Base Plus Premium

Dodge Demon Rear Axle (3.09 Ratio, 230MM Rear Axle, Anti-Spin Differential Rear Axle) Yes Yes Yes

The following LOP can only be submitted on the Warranty or Mopar claim on approved Powertrain Pre-Authorization Requests.

PTSC Administrative LOP 85-70-00-01 @ 0.8 hrs.

This process does not apply to vehicles/parts involved in a VIP LOP Restriction or Fast Feedback program. Please follow the steps outlined in those specific bulletins/actions.



Technical Advisor, STAR, Enhanced Customer Satisfaction (ECS) or Field Technical

Support (FTS):

In order to simplify the approval process, for those transmission/transaxles assemblies that still require Pre-Authorization, if a Technical Advisor, STAR agent, ECS Specialist, or FTS Specialist recommends a replacement of a Transmission/Transaxle assembly, a subsequent request to the Powertrain Service Center is not required for Warranty or Mopar Repairs. The Technical Advisors or STAR, ECS, or FTS specialists will create a DM Note in the claim system, PRIOR TO REPAIR COMPLETION, in order to validate their direction for replacement. The claim must be submitted using RA as the Authorization type, for review and payment determination by the Warranty Contact Center. Customer Care Center Pre-Authorization Guidelines: If a component falls within the Powertrain Pre-Authorization program and the Customer Care Center feels a complete unit should be replaced, your dealership must submit a request in the Powertrain Pre-Authorization application including the diagnostic check sheet and the replacement section of the Repair / Replace Worksheet. The PTSC group will review the DM notes in the claim system and CAIR cases for the reason for replacement. If the replacement is for Warranty Goodwill, the PTSC will review the DM notes in the claim system and CAIR case for this VIN to find out what goodwill was discussed and if there will be Co-pay from the customer. The PTSC group may request more info such as data recordings or event data prior to approval. NOTE: This process does not apply to Consumer Goodwill.

TRANSMISSION/TRANSAXLE

1. 2008 MY – Current vehicles received for repair: When creating a New Request and entering a 2008 MY or new VIN (last 8 digits), as you tab off the “VIN” box, the new Repair/Replace Powertrain Worksheet “Create” button will appear in the “Vehicle Images” screen portion. Remember to fill in all red * required fields for the New Request. NOTE: The repair/replace worksheet must be used for 8 & 9 speed transmissions/transaxles. Repair/Replace Powertrain Worksheet for Transmissions/Transaxles: You must complete this worksheet to determine if a replacement is required. The new Repair/Replace Powertrain Worksheet automatically calculates the part mark-up, and also displays the proper LOP(s) for the parts requested. The form allows the technician to select by name the parts required to complete the repair to the unit. It will determine when the Repair/Replace threshold has been met and display a Red Box for repair, or a Green Box for replace. PDF versions submitted for 2008 MY vehicles and newer will not be allowed in the new application, excluding components listed in section 2.4.2.20 below.



The first 2 damaged part pictures are now required to submit any request. The application

has been improved by increasing the number of pictures of damaged parts allowed from 4 to 12.

The application will now show you the picture, instead of just the file name. You will be notified

if a picture has already been attached to the submission, so a different picture can be selected.

All damaged parts listed in the Repair Section of the New Repair/Replace Powertrain

Worksheet must have a picture submitted to be considered for approval. The component that

caused the failure must be imaged.

2. 2007 MY and Prior vehicles:

When creating a New Request remember to fill in all red* required fields for the New Request. Fillable PDF version of the Repair/Replace Powertrain Worksheet: The original version is still available within DealerCONNECT>Service>Repair Information> Repair/Replace Worksheet. This worksheet applies to vehicles 2007 MY and prior and required to be submitted as a PDF document. Scanned copies or pictures of a Repair/Replace Powertrain Worksheet will not be accepted.

The first 2 damaged part pictures are now required to submit any request. The application has been improved by increasing the number of pictures of damaged parts allowed from 4 to 12. The application will now show you the picture, instead of just the file name. You will be notified if a picture has already been attached to the submission, so a different picture can be selected. All damaged parts listed in the Repair Section of the New Repair/Replace Powertrain Worksheet must have a picture submitted to be considered for approval. Additional Requirements: For disassembly and reassembly procedures for automatic transmission/transaxles, refer to Service Bulletin 21-021-08 for specific guidelines. Do not disconnect the battery until all diagnostic codes and event data has been recorded. For disassembly and reassembly procedures for manual transmissions/transaxles, refer to Service Bulletin 21-003-12. Do not disconnect the battery until all diagnostic codes have been recorded. Replace/Repair Determination: If diagnosis indicates the repair cost would be Greater than 70% of the unit replacement cost, the dealer must submit a Powertrain Pre-Authorization Request (if the component requires PTSC pre-authorization). The most severely damaged parts must be shown in descending order on the Repair/Replace Powertrain Worksheet and include pictures of all those listed in the submission. If diagnosis indicates the repairs would be less than 70% of the unit replacement costs, then the unit must be repair. Master Overhaul Kit If the cost of the clutch discs, clutch plates, seals, gaskets, and filters exceeds the costs of the Mopar Master Overhaul Kit should be used in its entirety. Front Pumps must be disassembled and the defects should be identified in an image.



3. Valve Body Replacement Policy:

Replace any defective valve bodies with remanufactured units when available. Disassembly, cleaning, and reassembly of valve bodies are no longer an approved repair.

CUMMINS DIESEL ENGINES AND SELECT GAS ENGINES: Fillable PDF Version of the Repair/Replace Powertrain Worksheet: The original version is still available within DealerCONNECT > Service > Repair Information > Repair/Replace Worksheet. This worksheet must be submitted as a PDF document. Scanned copies or pictures of a Repair/Replace Powertrain Worksheet will no longer be accepted. The first 2 damaged part pictures are now required to submit any request. The application has been improved by increasing the number of pictures of damaged parts allowed from 4 to 12. The application will now show you the picture, instead of just the file name. You will be notified if a picture has already been attached to the submission, so a different picture can be selected. All damaged parts listed in the Repair Section of the Repair/Replace Powertrain Worksheet must have a picture submitted to be considered for approval. Both a Cummins Diesel Engine Replacement Diagnostic Worksheet and Gas Engine Diagnostic Worksheets are required for all Cummins Diesel Engine and select Gas Engine replacements. Cummins Diesel and Gas engine assemblies must be repaired when the repair can be completed without the removal of the assembly from the vehicle. Repair/Replace Determination: If diagnosis indicates the repair cost would be Greater than 70% of the unit replacement cost, the dealer must submit a Powertrain Pre-Authorization Request (if the component requires PTSC pre-authorization). The most severely damaged parts must be shown in descending order on the Repair/Replace Powertrain Worksheet and include pictures of all those listed parts in the submission. If diagnosis indicates the repairs would be LESS than 70% of the unit replacement cost, then the unit must be repaired.

April 26, 2018

2.4.2.19 6 SPEED, 8 SPEED & 9 SPEED TRANSMISSION/TRANSAXLE, 8

SPEED & 9 SPEED TORQUE CONVERTERS AND 8 SPEED & 9 SPEED VALVE

BODIES– POWERTRAIN PRE-AUTHORIZATION REQUIREMENTS

Select 6 Speed, 8 Speed and 9 Speed Transmissions/ Transaxles, 8 Speed and 9 Speed Torque Converters and 8 Speed and 9 Speed Valve Bodies identified by the Sales Codes below submitted as a Warranty (W) or Mopar (M) claim type, must be pre-authorized and approved through the PTSC Pre-Authorization program in order to be eligible for warranty reimbursement. NOTE: If a Technical Advisor, STAR agent, ECS Specialist, or FTS Specialist recommends a replacement of a select component listed in this section, a subsequent request to the Powertrain Service Center is not required for Warranty or Mopar repairs. The Technical Advisors or STAR, ECS, or FTS specialists will create a DM Note in the claim system, PRIOR TO REPAIR COMPLETION, in order to validate their direction for replacement.



The claim must be submitted using RA as the Authorization type, for review and payment determination by the Warranty Contact Center. The Powertrain Pre-Authorization Quick reference guide to assist in determining transmission/transaxles requiring Powertrain Pre-Authorization is located in DealerCONNECT>Service> Warranty Administration> Powertrain Pre-Authorization Quick Reference Guide. The select 8 Speed and 9 Speed components requiring pre-authorization can be identified by the following Sales Codes below, which can be identified by following path: DealerCONNECT>Service>Vehicle Information Plus>Single VIN Inquiry>Options tab. 6 Speed: DG2 8 Speed: DFD, DFE, DFG, DFK and DFS Ref. D-19-07 9 Speed: DF5 and DF6 February 13, 2019 Request Support Requirements:

When submitting a Request, the Vehicle Scan Report (VSR) must be attached in the Repair/Replace Worksheet (RRWS) field. The Repair/Replace Worksheet is not required for the select components listed on the next page.

Part and Labor estimates must be included in the proposed Repair Action field.

Removal and reconditioning of 8 and 9 Speed Automatic Transmissions/Transaxles is

not an approved warranty repair.

In many cases the 8 and 9 Speed transmission/transaxle assemblies will need to be replaced; unless the diagnosis leads to one of the listed repairs below. The following 8 Speed repairs are allowed during the Basic, Powertrain Warranty or applicable

Mopar Warranty period without Powertrain Pre-Authorization:

Oil Pan/Filter part and/or Gasket replacement

Gearshift Selector Shaft Seal replacement

Output Shaft Seal replacement

Parking Pawl and Rod Lock replacement

Manual Level Shaft Lip Seal replacement

The following 9 Speed repairs are allowed during the Basic, Powertrain Warranty or applicable

Mopar Warranty period without Powertrain Pre-Authorization:

Oil Feed Tube

Differential Seals

Oil Pan (948TE Only)

Transmission Range Sensor (948TE Only)

Cover Kit

Cover Gasket

Access Hole plug



NOTE: The completed appropriate Diagnostic Worksheet must be returned with ALL transaxle/

transmission assemblies. The Worksheet is used to assist FCA US Engineering in the analysis

of returned units for root cause and corrective actions. Failure to return the Diagnostic

Worksheet in the box with the returned assembly will result in a $75 Chargeback.

NOTE: It may be necessary to order some 9 Speed transmissions/transaxles through the VIN

Order Entry application located in DealerCONNECT under the “Parts” tab. This allows FCA to

update systems to enable the correct software and warranty identifiers to follow the vehicle. It

is critical to enter the correct VIN and transmission/transaxle part number for each

order.

Any assembly received by FCA US that has missing parts, is damaged in shipping due to loose

parts, or has components installed that are not applicable to the unit, are subject to a complete

or partial assembly chargeback based on the circumstances.

If you have any questions or concerns regarding submitting a request call 1-866-262-8517 (Prompt 1, 4) to reach a PTSC Specialist. PTSC hours of operation are: Monday – Friday 8:00 a.m. – 8:00 p.m. EST.

2.4.2.20 REMANUFACTURED PARTS FOR WARRANTY USE

The use of reman parts and assemblies is required for covered repairs if that reman part or

assembly is available for the specific model and year. However, a new part MUST be used if

the vehicle is NEW/Unsold.

When it is necessary to replace any parts on a sold vehicle (including Automatic Transmissions/ Transaxles), the use of remanufactured components is required (when available) on Warranty (W), Mopar (M) and Mopar Vehicle Protection (F) claims (including repairs on Cummins Diesel Engine equipped vehicles). Always check STAR Parts for current part supersedence and remanufactured component availability. When an OE (new) replacement assembly is necessary because of State Laws, unsold / stock vehicles or part availability issues, you must submit the claim via the RA process for corporate review and authorization. The dealership must support the reason an OE unit was used. For example: if the part is on national back order, attach back order SOP document, etc.

If an OE (new) component is submitted on a claim, a GCS message code PE1 (Part Not

Covered for Repair) will set on the claim and requires a corporate review and authorization via

the “RA process. In cases of a Cummins Diesel Engine and Automatic Transmissions /

Transaxles component that requires a Pre-Authorization, a request must be submitted to the

Powertrain Service center prior to replacement.

Mopar Vehicle Protection (F) claims have different Pre-Authorization requirements based on the dealership’s Loss Ratio and Sales Revenues. See the Warning Message in VIP for each vehicle that enters the Service Department for specific Pre-Authorization limits. The MVP authorization line can be contacted at 1-800-782-2668.



2.4.2.21 REMANUFACTURED PARTS CORE REIMBURSEMENT AND PARTS

RETURN

Register the Mopar Reman powertrain item in DealerCONNECT before returning the core or at the time of sale. Corporate warranty and Mopar Vehicle Protection claims must register also.

Return the Reman core using the Mopar Global Core Return System (GCRS) accessed through DealerCONNECT.

Warranty part return processes take precedence over core return. Make sure if the part is on a warranty claim, the claim is paid before initiating a core return.

Access the procedure from Option 4 on the FCA US Dealer Application Main Menu, and select Option 7 from the Mopar Parts Applications Main Menu.

Pack the cores in their original Mopar box. Engine and transmissions have separate returnable Mopar containers.

Place a copy of your Core Return Control Document in the yellow Core Material Return Envelope and attach to each shipping carton (Core Return Envelope #00PM1262).

Make sure the DDS / Common Carrier driver signs and dates your copy of the Dealer Shipper Document. Cartons are then shipped to your facing depot.

All questions related to the Mopar Core Return Procedure should be directed to the Mopar Core Assistance Hotline at 1-866-254-2940. Claims Processing

Reman parts are entered on the Warranty claim and priced at “Warranty Cost” (net less the core credit amount). Mark up the part based on the “Warranty Cost”.

When a part is not requested to be returned in the warranty parts system, the Part Return Summary will show a disposition of “CORE PGM” for the reman parts used on a claim. This is a reminder for you to use the Mopar Core Return procedure to obtain your core credit.



2.4.2.22 REPAIR VS REPLACE GUIDELINE (70% RULE)–NEW OR

REMANUFACTURED ASSEMBLIES

If the cost to repair an assembly exceeds 70% of the cost to replace that assembly (parts with mark-up and labor), you must submit a Powertrain Pre-Authorization Program (PTPA) request to the Powertrain Service Center. You can also call PTSC at 1-866-262-8517 (Prompt 1, 4) for further assistance if necessary. This is commonly referred to as the “70% Rule”. The required Repair/Replace Powertrain Worksheet, Automatic Transmission Diagnostic Worksheet, Cummins Diesel Engine Replacement Diagnostic Worksheets and Gas Engine Diagnostic Worksheet are available in DealerCONNECT>Service>Repair Information>Diagnostic Checksheets to assist the dealer with repair analysis. This rule also applies to Service Contract Claims, call 1-800-782-2668 if authorization is required due to GCSC authorization limits. NOTE: Refer to Transmission Repair/Replacement Guidelines for more details on automatic transmissions and transaxles. This guideline does not apply to the Mopar Independent Repair Facility (IRF) Authorization Process. The Independent Repair Facility must contact the technical hotline at 1-866-262-8517 for repair or replace instructions. The Warranty Authorization document for the IRF must be included with the Mopar Warranty claim. Remanufactured transmission/transaxles follow the same guidelines as original equipment.

2.4.2.23 STAR CENTER ROLLING PARTS RESTRICTION PROGRAM

The primary purpose of the STAR Center Rolling Parts Restriction Program is to collect quick feedback on quality related issues. Prior to servicing a vehicle, a DealerCONNECT or wiADVISOR VIP must be run to identify any parts that may be listed in the STAR Center Rolling Parts Restriction Program. Warning messages will be available in the VIP “Warning Message” section and the “Vehicle Restriction” section by LOP and Part Number. If a part is found to be on restriction, the dealer must call the STAR Center Hotline (1-800-850-STAR), after a proper diagnosis is completed. A STAR Center pre-authorization must be obtained prior to any part replacement. Note: It will be possible for a vehicle to have multiple Parts and LOP’s on restriction.

2.4.2.24 SPRINTER CROSS BRANDED WARRANTY REPAIR

Dodge Sprinter dealers may provide warranty repair service on Dodge Sprinters and also Freightliner Sprinter vehicles. Conversely, Daimler dealers may provide warranty repair service on Dodge Sprinter vehicles. All current Global Claims System edits and warranty administration procedures will apply to these repairs and vehicles.



2.4.2.25 SWITCHING OF FACTORY INSTALLED EQUIPMENT ON STOCK

UNITS

Switching of Factory Installed Equipment on Stock Units is NOT allowed on any component. Switching of parts can lead to issues with: serial numbers registration, VIN numbers not matching components and vehicle, incorrect vehicle configuration, future warranty issues, sales code and equipment not matching, an unsaleable unit from the dealer’s stock, and/or a variety of other warranty related issues. FCA does not reimburse dealers for parts or labor if the dealer switches a stock component to a different vehicle, and may not warranty a future repair on the switched item. March 13, 2019

2.4.2.26 TECHNICAL TRAINING MESSAGE CODES

Warranty claims submitted for repairs where the technician has not met the required skill level in the specific repair category/skill will be eligible for payment based on the dealer’s program standings. The message codes below will be active according to your SmartWarranty level.

BASE PLUS PREMIUM

TT3 TT4 TT5 TT6 / MT6 TT7 10% TASC

TT3 *no other technician edits apply

TT3 *no other technician edits apply

TT3 (Reject) - Technician has not met the minimum technical training requirements (Low

Skilled) TT4 (Paid) - Repair includes Operation Diagnostic time and Tech has not met the "Skilled"

level training requirement TT5 (Reject) - Technician has not met Skill Level 1 or higher training required for this repair. TT6 (Reject) - Technician has not met Skill Level 2 or higher training required for this repair. MT6 (Paid) - Technician has not met Skill Level 2 or higher training required for this repair. TT7 (Paid) - Technician has not met Skill Level 3 or higher training required for this repair. (Message code TT7 will be addressed at a later date)

Message Code FT6 (Tech has not met “skilled” level or higher training level required for this

repair) will be displayed as a “pay” message code on claims where the “Shop Certification

Program” criteria outlined above applies.



2.4.2.27 LEVEL TWO (2) TECHNICAL TRAINING EXEMPTION CRITERIA

(BASE DEALERS ONLY)

The technician is required to have a minimum of Level 2 (Skilled) Training or higher in the repair

category/skill area of the repair. Please reference the LOP Skill Area and Corresponding Level

of Repair information below.

LOP Skill Area and Corresponding Level of Repair: Skill Level 3, Highly Skilled Skill Level 2, Skilled Skill Level 1, Semi-Skilled Skill Level 0, Introduction

Dealers must take appropriate action and ensure all technicians have achieved the mandatory

Skill Level training requirement in the appropriate repair category/skill area prior to the effective

dates. It is the dealers’ responsibility to ensure repair work is properly dispatched to technicians

who have met the training requirements for the repair being performed.

The Dealer TASC Report on DealerCONNECT has been modified to show the Business Center

TASC score. Please instruct your dealership Systems Coordinator to verify that all technician

information has been entered and is accurate in the My Personnel section of My Dealership in

DealerCONNECT. All technicians are required to have been trained at or above Skill Level 0

prior to performing any Warranty, Mopar or Transportation repair.

Dealer Exemption: A set of criteria has been established to grant dealers an exemption to

process Level 2 (skilled) or higher conditions. This privilege will be based on both of the

following criteria being met at the time of repair:

1. Dealer TASC score is equal to or less than 10% during the prior month

AND

2. Dealership has an active Level 2 (Skilled) trained technician in the dealership in the area of

the repair performed.

Message code MT6 will be displayed as a “pay message code on claims where the “Exemption”

criteria outlined above applies.

2.4.2.28 TECHNICIAN REGISTRATION

FCA US validates the technician registration and training history on all FCA US claims. This validation process utilizes the 12-digit FCA US identification (CID) numbers. The CID will be matched to the technician registration and training history in our database to determine if one of the four message codes apply.



Each time the dealership has a change in personnel, the DealerCONNECT>My Personnel should be updated immediately. My Personnel allows you to add, delete and update dealership personnel information. This information needs to be up-to-date in order for FCA US to accurately edit claims for technician registration and training history. For instructions to access & update My Personnel refer to DealerCONNECT section of this manual. NOTE: Be sure to terminate technicians that are no longer employed at the dealership

within 60 days of their exit. Leaving a technician as employed at the dealership

misrepresents the dealer’s MTR.

February 23, 2018

2.4.2.29 THREAD DAMAGE

Damaged threads in blind holes of engine blocks, cylinder heads (excluding any year 3.6L and 3.2L head or main cap bolt holes), transmission cases, etc. can be permanently repaired by installing Heli-Coil inserts. DO NOT replace any major assemblies or components when they can be fixed with the Heli-Coil method.

2.4.2.30 TRANSMISSION REPAIRS/REPLACEMENTS – ALL FCA US BUILT

AUTOMATIC TRANSMISSION/TRANSAXLES TRANSMISSION DIAGNOSTIC

CHECKSHEETS

A Transmission Diagnostic Procedures checksheet must be completed prior to performing

repairs on any transmission or transaxle listed below. Proper diagnostic procedures must also

be completed before any repairs or replacements are initiated. The complete checksheet must

be attached to the Repair Order hard copy and be on file at the Powertrain Service Center, for

assemblies that require pre-authorization, by submitting a replacement request prior to

replacement. If you contact FCA US for technical assistance, the technician must have the

completed checksheet available for review.

The correct transmission or transaxle diagnostic checksheet must be used at write-up, when talking to the customer, and when the technician is performing the appropriate diagnostic review. Transmission/transaxles replaced when the 70% rule has not been exceeded will result in a chargeback of the parts mark-up amount paid plus any claimed diagnostic time. Units received for analysis are subject to a $75 chargeback if no Diagnostic Checksheet is on file as a Powertrain Service Center Pre-Authorization request. For assemblies that do not require pre-authorization, a copy of the completed checksheet must be returned with the assembly. Units received for analysis are subject to a $75 chargeback if no Diagnostic Checksheet is returned with the assembly. To obtain copies of all appropriate Diagnostic Checksheets, you should now go to: DealerCONNECT>Service>Repair Information >Warranty Diagnostic Check Sheets.



2.4.2.31 TRANSMISSION REPAIR/REPLACE GUIDELINES

If the vehicle is new and unsold, only new assemblies can be installed in the vehicle. The Transmission Control Module (TCM) should only be flashed when the customer’s concern is spelled out in applicable Service Bulletin’s. A transmission concern by itself does not justify a reflash or replacement of the TCM.

2.4.2.32 VEHICLE DIGITAL IMAGING PRE-AUTHORIZATION PROGRAM

(NON-POWERTRAIN)

A list of LOPs (Vehicle Digital Imaging) repairs that require pre-authorization can be found in:

COMDASH>Mopar Technical Service>Warranty Pre-Authorization Programs> Vehicle

Digital Imaging LOPS Requiring Pre-Authorization or

DealerCONNECT > Service > Warranty Administration > Repair Pre-Authorization

LOP Checker.

When your dealership finds it necessary to perform a repair that requires Vehicle Digital Imaging

Pre-Authorization you will need to submit a pre-authorization request using the

DealerCONNECT > Pre-Authorization > Digital Imaging link before proceeding with the repair.

Please note that Vehicle Digital Imaging only applies to warranty (W) repairs. It does not

apply to Mopar (M) claims or any other repair type.

NOTE: In cases when the failed component is a Non-Vehicle Digital Imaging (VDI) item and

causes consequential damage to a required VDI component, pre-authorization is not required.

(Failed part indicator must be on the non-VDI Labor Operation Number.)

NOTE: Warranty Goodwill repairs pre-approved by an Area Manager/District Manager or

Customer Care Center are required to follow all appropriate Vehicle Digital Imaging Pre-

Authorization Process. Area Manager and/or Customer Care Center Representative must

enter a DM Note PRIOR to VDI submission.

NOTE: PA authorizations are only valid for 90 days, after which time the authorization expires.

A minimum of (4) quality digital photos are required. Up to (4) additional images can be submitted if needed. The images should identify:

1) The complete VIN - (Door Opening Label or Windshield VIN Plate) 2) The odometer mileage - (taken from the driver’s seat) 3) Detailed Repair Estimate – (in-house or sublet estimate) 4) An image of the problem - (pointing out the affected area, for example using a “circle” to

identify)



When submitting a Vehicle Digital Imaging Pre-Authorization claim:

Dealership Warranty Administration must provide a full warranty cost estimate for each request based on established labor operations and dealership labor rates. If labor operations are not available for certain required processes, an estimate must be included for “00” operations as well. The full estimated cost of the repair should be entered and the claim should be submitted by entering “PA” in the Authorization Number field.

2.5 MOPAR VEHICLE PROTECTION (MVP)

Except where specifically noted in this section, all of the requirements of FCA US LLC Warranty Administration Manual apply to claims made under a Mopar Vehicle Protection plan. FCA US may audit claims submitted for Service Contract covered repairs to the same extent as Warranty repair claims. Mopar Vehicle Protection * offers optional service contracts that extend repair coverage on selected components beyond the vehicle’s Basic Limited Warranty. Mopar Vehicle Protection (MVP) offers a wide variety of plans in a multitude of component coverages and month/mileage terms for both new and pre-owned FCA US and competitive-make vehicles. The best source of information about an individual customer’s service contract is the owner document, or “Plan Provisions” that are mailed to the customer after the service contract purchase. The MVP supplement to this Warranty Administration Manual has been developed to help

educate and assist you with the processes involved in administering service contract

authorization and claim submission.

*Mopar Vehicle Protection (MVP) is a plan offered and issued by FCA US LLC, FCA Group Service Contracts LLC or Extended Vehicle Protection LLC collectively referred to as FCA US. The actual company issuing and/or administering service contracts will vary from state to state depending upon regulation in that state.



2.5.1 REPAIR AUTHORIZATIONS

An authorization from Mopar Vehicle Protection is an approval by MVP for service contract repairs as covered under the customer’s service contract. Authorization should be obtained, only when necessary, after the customer’s concern has been registered and the component failure has been diagnosed, but prior to the performance of the repair. When prior authorization is necessary, contact Mopar Vehicle Protection at 1-800-782-2668. The following steps need to be done before the repairs are completed: 1. Obtain the customer’s signature on the RO. 2. Verify component coverage, contract ownership and review vehicle history using

DealerCONNECT or wiADVISOR VIP or Mopar Vehicle Protection at 1-800-782-2668.

3. Service department personnel must contact Mopar Vehicle Protection for prior repair

authorization.

1. Labor Operation (LOP) Coverage Verification Mopar Vehicle Protection determines component coverage using labor operation numbers available from FCA US Labor Operation Time Schedules. Once the customer’s concern has been diagnosed and the failed part(s) have been identified, the service department must use the time schedules to find the correct labor operation number. Labor operation coverage may be verified using the following resources: 1) Vehicle Information Plus (VIP) in DealerCONNECT or wiADVISOR 2) Mopar Vehicle Protection at 1-800-782-2668 3) When verifying component coverage on competitive-make (non-FCA US) vehicles, use

Labor Operations to find the service to be performed. 4) Select the “Non-FCA Group” radio button. 5) Enter the VIN and drill down to the LOP, just like you would for an FCA US vehicle. 6) If the failed component is unique to the competitive make vehicle, you must contact Mopar

Vehicle Protection at (1-800-782-2668) to verify component coverage.

Note: Verification of labor operation coverage does not substitute for prior repair authorization in situations where prior repair authorization is required.



2. Other Authorization Requirements The following list of situations require Mopar Vehicle Protection authorization: A. Reimbursement of non-covered components. B. Consequential damage repairs (failure of a covered component causes damage to a non-

covered component). C. Waiver of a plan deductible. D. Coverage outside of service contract plan term (vehicle exceeds months or mileage). E. Excessive Actual Time or Diagnostic Time F. Repairs exceeding your dealership limit at the time of repair 3. Rental Authorization Requirements Mopar Vehicle Protection requires that your dealership have a Designated Dealer Management Person(s) to review, initial and date all claims that require rental. This will ensure that the required repair(s) on the vehicle meet eligibility requirements for rental reimbursement. Repair claims that are not initialed by a Designated Dealer Management Person and/or do not meet rental eligibility requirements may be subject to chargeback.

2.5.2 CLAIM REIMBURSEMENT POLICY

Except where specifically noted in this section, and in the Mopar Vehicle Protection Dealer Administration Guide, all of the requirements of FCA US LLC Warranty Administration Manual apply to claims made under a Mopar Vehicle Protection. FCA US may audit claims submitted for service contract covered repairs to the same extent as warranty repair claims. This MVP supplement to the Warranty Administration Manual includes Mopar Vehicle Protection claim reimbursement policy information that is most frequently requested by dealership personnel. For detailed information, please refer to Mopar Vehicle Protection’s Dealership Administration Guide. 1. Claim Submission

FCA US Vehicles and all Competitive Make Vehicles - Claims must be submitted via DealerCONNECT.

The dealership must retain all supporting documentation with Repair Order in the service history file.



New FCA US & Pre-Owned FCA US FCA US labor time schedule for appropriate model year

New & Pre-Owned Competitive Make Use labor hours from an industry

approved and recognized labor time guide. Be sure to select appropriate

make, model, model year and equipment levels.

2. Supporting Documentation Policy All claims submitted for or that include the following services must have supporting documents (receipts) attached to the Repair Order:

“NPN” parts

Parts receipts (for any non-FCA US part)

Rental

Sublet repairs

Towing 3. Labor Reimbursement Policy Mopar Vehicle Protection will pay the dealer’s FCA US Warranty Labor Rate for repairs covered by a Mopar Vehicle Protection. Labor reimbursement is calculated by multiplying your FCA US warranty labor rate by the time specified within the following time schedules: Repairs performed a second time by the repairing dealer because of incorrect diagnosis, incorrect assembly, incorrect repair, or lack of proper quality control when the original repair was performed are not reimbursable.

Vehicle Type Time Schedule

4. Parts Reimbursement Policy

FCA US vehicles: Use the same parts reimbursement policies used for warranty claims. *

Competitive make vehicles: MVP will pay dealer cost plus 30% mark-up for non-Mopar

parts or dealer cost plus 40% mark-up for Mopar or Magneti Marelli parts.

* Except where augmented compensation is required by state law, and treats these

repairs differently from warranty.



5. Sublet Repair Procedures FCA US will reimburse the actual amount paid for sublet repairs to covered components. In multi-franchise dealerships that include an FCA US dealership, or where repairs are made at a facility owned by an FCA US dealer, repairs are not considered sublets and will be treated as vehicle repairs performed at the dealership. All sublet receipts must be legible and must clearly define the repairs expected to be paid by MVP. Receipts must be kept with the Repair Order in the dealership. 6. Operation Diagnostics Mopar Vehicle Protection participates in Operation Diagnostics using the same rules that apply to warranty claims: 1) Plan deductible applies to all claims with diagnostic labor, including “no problem found”

claims. 2) The customer is eligible for a rental vehicle as outlined in the plan provisions. 3) The “no problem found” diagnostic labor operation will only be covered if the owner’s plan

covers repairs in the labor functional group, i.e., plan must cover electrical to cover electrical diagnostic labor.

7. Service Contract Deductible Waiver Procedure For FCA US vehicles covered by the terms of a MVP, covered repairs performed after the expiration of the New Vehicle Limited Warranty must be submitted as a Service Contract claim. A warranty claim submitted for repairs performed after the New Vehicle Limited Warranty has expired will reject with a Message Code LC8 - Repair is covered by a Service Contract. These LC8 claims should be resubmitted as Service Contract claims. Dealers that are active in the Dealer Appreciation Program will have the ability to approve deductible waivers. Dealers in the program will enter “AP” in the authorization number field. Dealers not enrolled in the Dealer Appreciation Program will continue to call the MVP authorization hotline, (800) 782-2668, to request a preauthorization for a deductible waiver. Dealers enrolled in the Dealer Appreciation Program will have program code CSCAP listed in their list of active programs. See Service Contract Bulletin 2012-022 in COMDASH for further information on the Dealer Appreciation Program. 8. Audits Mopar Vehicle Protection may audit, or FCA US may audit on behalf of Mopar Vehicle Protection, all sales of its service contracts, and all claims made under its service contracts, to the same extent as it may audit sales incentive and warranty claims. The provisions of this Manual that apply to those claims also apply to Service Contract claims.



9. Flashes Mopar Vehicle Protection does not cover routine flashes. Only flashes that address a customer’s concern of a covered component is covered by the Plan. Flashes are subject to the Plan deductible, like any other covered repair.

2.6 USED SALES (UVDR) AND OWNER INFORMATION (COIN)

The Used Sales and Owner Information portlet, located within the Sales Tab allows the user to

report a used sale (UVDR), correct and change a customer address, perform a customer/owner

inquiry and transfer warranty through the Ownership Maintenance Link. This portlet also

provides a link to Updating Customer Information Tips. Users should reference this portlet to

perform any of the above functions. Users should reference the Help Icon found at the top of

the home page above the training and business center tab for instructions on each link.

2.7 WARRANTY CONTROL PROGRAMS

2.7.1 DEALER WARRANTY INFORMATION NETWORK (DWIN) PHILOSOPHY

DWIN is a dealer warranty reporting system developed with dealers to identify potential warranty problems. In DWIN, dealers are provided with information that allows them to analyze their own warranty repair and claims processing procedures. 1. DWIN Dealer Guide The DWIN Dealer Guide provides all of the information needed to effectively use the system to identify, analyze and solve potential dealer warranty problems. Dealership personnel should consult the DWIN Dealer Guide for the complete details of DWIN in DealerCONNECT> Service>Warranty Administration>Reports, Tools and Information>DWIN POPPS Dealer Guide. 2. Performance Overview and Potential Problem Summary Report (POPPS) The POPPS Report is available to you monthly via DealerCONNECT. At the end of each quarter (March, June, September, December) a detailed analysis is performed based on claims that were paid during that quarter. The report identifies potential problem areas and contains a list of claims, paid during the quarter that should be reviewed. During the interim months, the report contains a list of claims that were paid during that month based on the potential problem areas outlined in the quarterly report. These claims should be reviewed to see what impact corrective action taken by the dealer has had. Complete details of the POPPS report can be found in the DWIN Dealer Guide.



3. Claims Analysis Process The Claims Analysis Process provides dealers with the information needed to review warranty-related Dealership processes. It assists the dealer in conducting a comprehensive investigation of specific areas of concern to avoid the need for corporate intervention. Using the list of claims contained in the Performance Overview and Potential Problem Summary (POPPS) report, Dealers should first conduct a brief review of the information looking for trends that may indicate a potential problem. The Dealership should then perform an in-depth review of selected service files of the vehicles listed on the POPPS report. This will confirm any out-of-line conditions and identify the warranty process that requires corrective action. The Claims Analysis Process parallels the investigation process followed by the FCA US Audit Department. Complete details of the Claims Analysis Process can be found in the DWIN Dealer Guide.

2.7.2 LABOR OPERATION AUTHORIZATION REQUIREMENTS

The following are the various types of labor operation authorization requirements currently in effect. Claims not containing the proper authorization will reject with a message code reminder of the authorization requirement. 1. Dealer Imposed Labor Operation Authorization Requirements Dealers are encouraged to impose labor operation authorization requirements on their dealership in conjunction with the DWIN Claims Analysis Process. These authorization requirements allow dealership management to review claims associated with a potential problem area before the claims are paid and to monitor any corrective action put in place as a result of the Claims Analysis Process. 2. Business Center/RQS Imposed Labor Operation Authorization Requirements Business Center personnel may implement labor operation authorization requirements when necessary. These authorization requirements will usually be implemented when the dealer has not been successful at correcting problem areas over an extended period of time. 3. Major Damage When a government vehicle is delivered to a destination, whether direct or dealer delivery, with Major Damage as defined by the FCA US LLC’s definition of Major Damage found in the “Transportation Damage” section of the Dealer Policy Manual (DPM), the delivering dealer must not make any repairs. Report any damage immediately to Dealer Transportation Claim Support Group for requirements needed to proceed with the needed repairs. The Logistics Help desk can be contacted at 1-855-683-7062. 4. Flex Labor Operation Authorization Requirements Flexible labor operation authorization requirements (FLEX) are imposed by Warranty Planning & Administration based on the dealers’ Top 5 Potential Problem Areas on the quarterly POPPS Report. A FLEX authorization requirement is an indicator that your dealership performs this repair more frequently or at a higher cost than most other dealers.



5. Flex Labor Operation Appeals Process

BASE PLUS PREMIUM

Review and authorization

required

(same as current

policy)

Review and authorization

required

Dealer can appeal and

request removal

Authorization is not required

6. GCS Message Codes for Labor Operation Authorization Requirements Listed below are the message codes associated with labor operation authorization requirements: Code Description AR1 Authorization required. Labor Operation identified thru Flex review process. AR2 Corporate authorization required. Labor Operation identified thru Flex review process. AR3 Authorization required. Labor Operation identified by FCA US personnel. AR4 Corporate authorization required. Labor Operation identified by FCA US personnel. AR5 Hold parts for corporate inspection and authorization.

2.7.3 DUPLICATION/SHOP COMEBACKS (REPEAT REPAIRS)

To reduce the likelihood of repeat repairs, the following procedures should be followed: The owner’s concern should be recorded in sufficient detail to increase the chance of the technician duplicating the concern. Only the concern and the conditions under which it occurs should be recorded; the vehicle should not be diagnosed by the service advisor. The technician should document the tests and results on the back of the hard copy. Only technicians with proper training should be assigned to work on the vehicle. Assembly replacements should be approved and initiated by the management prior to installation in a vehicle. If a customer returns with the same or a similar concern, every effort should be made to return the vehicle to the original diagnosing technician. The service file should be reviewed and, a determination made, as to whether the repair is a comeback. This information should be entered in the shop comeback log.



The repair must be verified by the dealership’s quality control representative before returning the vehicle to the customer. Time punching is essential even for shop comebacks. It is important for dealership management to know how much productive time is lost as a result of repeat repairs. Once the cause of the repeat repair is determined the dealership may find it appropriate to complete a self-charge back via DealerCONNECT.

2.7.4 NEW DEALER TECHNICIAN APPLIED SKILL COMPARISON (TASC) REPORT

The Dealer TASC Detailed Report feature is available and provides the dealer with an additional

tool to identify potential dispatching issues in your service department and address any training

deficiencies in their dealership.

The Dealer TASC Report compares the warranty repair performed with the technician’s

Performance Institute Skill level and Training category.

The Dealer TASC Detailed Report outlines each repair performed by a “Non-FCA Performance

Institute trained” technician. This report provides VINS, Claim Numbers, Skill Area and Skill

Level required of repairs that were performed by a technician that did not have the required

Performance Institute at the time of the repair. Repairs are measure at the primary labor

operation level.

To access the Dealer TASC Detailed Report, go to DealerCONNECT > Service > Warranty

Administration > Dealer TASC Application > TASC Detailed.



3. PARTS ACTIVITY

3.1 WARRANTY PARTS RETURN

This section covers FCA US requirements related to the return of Warranty Parts. Warranty Parts or Warranty Material refers to any parts that were replaced, while performing repairs under Warranty, Mopar or Recall that need to be returned to FCA US.

3.1.1 OVERVIEW / REQUIREMENTS

The purpose for a Warranty Parts Return program is to improve vehicle quality and to support the Mopar Remanufactured Parts Program. Through the Parts Return System, part(s) are requested to be returned based on the contents of any Warranty, Mopar or Recall claim that the dealer has submitted to FCA US. At the time of claim processing, the part numbers, Vehicle Identification Number, vehicle build date, mileage at time of repair, vehicle options, geographic location of the vehicle, and other factors are used to determine if the removed part(s) require return. The Parts Return System allows FCA US to update requirements on a daily basis. Therefore, it is required that the dealer identify and store all parts used for all Warranty, Mopar and Safety repairs until the claim(s) have been paid. As soon as processed by DealerCONNECT, FCA US will tell the dealer what should be done with every individual part that was listed on the claim(s) the dealer submitted. Hold all parts until claims receive the status of paid. NOTE: All Quality returns must be shipped within 10 days of the date the claim was PAID. All Memphis Core Center returns must have the receipt acknowledged on or before the due date to avoid a chargeback. Do not return parts until a paid claim acknowledgment is received. NOTE: Individual Recall Campaign, RRT, Warranty and Mopar instructions will also detail specific part return requirements. Fleet Operators will be notified by Fleet Service of any parts that are required for return as necessary.

WARRANTY ADMINISTRATION MANUAL PARTS ACTIVITY


3.1.2 WARRANTY PARTS RETURN PROCEDURE

The procedure for returning warranty parts is as follows:

When a Warranty Part Return Document is printed by the DealerCONNECT Return Material Utility, the identified part must be returned to the Ship To address specified in the Parts Return Document. Attach the Part Return Document to the part in the box. Place the UPS shipping label or the DDS shipping label in the adhesive backed Part Return Document Envelope (# 00PM1568) and affix it to the outside of the carton/box containing the removed part. Parts returned without the Warranty Part Return Document could be subject to a full or partial chargeback, based on the circumstances. Please ensure that the envelope is securely affixed to the box or the container and the UPS or DDS shipping label is clearly visible.

NOTE: We recommend the technician return the removed part in the box/container that the service part was received in. This will help prevent damage during shipping and handling. It also allows for entry of the claim number on the box which results in easier identification of the stored part.

For Automatic and Manual Transmission assembly returns, the Diagnostic Checksheet must be on file at the Powertrain Service Center by submitting a replacement request prior to replacement.

When returning a major assembly (like an engine, transmission, or axle), contact UPS Freight at 1-800-567-9989 for pick up. Attach the Part Return Document Clear Envelope

(# 00PM1568), to the outside of the shipment and place the Part Return Document, along with the UPS Freight tracking paperwork to the outside of the container.

Any part paid in conjunction with claims for Warranty, Service, Mopar Vehicle Protection, Company Owned Vehicle or Goodwill must be returned when required by FCA US. When instructed to scrap and/or dispose of a part, ensure that it is performed in such a manner that prevents their re-use in the marketplace. Failure to incorporate this procedure into the dealer’s standard business practice will result in a full or partial chargeback, based on the circumstances.

September 27, 2018

3.1.3 FASTRACK QUALITY PARTS RETURN PROCESS

When a FasTrack Quality Part is requested, the parts personnel in the dealership are responsible for the parts return requirements on a daily basis. The FasTrack tab will automatically activate in the Return Material Utility when a request has been submitted from a corporate requestor. The parts personnel in the dealership are responsible for acknowledging the request and must either ship or reject the request. Do not wait for the claim to be paid to send the part. This is the only exception to the general rule of not returning parts until the claim is paid. Send the part ASAP to the requested address. Upon printing the FasTrack form from the Adobe print file in DealerCONNECT, carefully package the component in the original container and return it to the address specified on the



FasTrack form. Remember to attach a copy of the FastTrack Quality Part Return Request form to the outside of the carton. If the dealer subsequently receives a Warranty Part Return Document, write the words

“FASTRACK QUALITY PART RETURN” on the front. Fax the document to the Quality

Engineering Center at 248-451-5540 to receive credit for the part return.

This procedure will improve the ability of FCA US to bring product concerns to a prompt conclusion and ensure the dealer receives proper credit for warranty part returns. Once a request has been released to the dealership, the parts personnel will automatically be defaulted to the Part Request List sub-tab. The Part Request List sub-tab will list the request released to the dealership with a request status of RTD (Released to Dealer). Simply click a request number to open and view the request. The dealer may also search for a specific request by utilizing one of the following search criteria:

Search by Date

Search by Requestor TID

Search by Request Number

Search by Last 8 of VIN If there are more than ten requests listed on a page, simply click on the “Next” button to view the continued list. To go back to the first page of requests, select “Previous”. After selecting a part request number, the dealer will be forwarded to the Part Request screen. To finish the FasTrack process, the dealer must select from one of the four buttons at the bottom of the page. To Reject a request, select the REJECT button. A pop-up message will default the dealer to the REJECT REASON comments box. The dealer must enter an explanation in the box of why they are not returning the part and select the REJECT button again to finalize the reject button process. A message at the top of the screen will state “REJECTED BY DEALER” and a message will be sent to the requestor notifying them of the reject status for their request. To SHIP a request, select the SHIP button. A pop-up message will default the dealer to enter a UPS tracking number or a UPS Freight tracking number. The dealer must enter the tracking number and select the SHIP button again to finalize the ship button process. A message at the top of the screen will state “REQUESTED PART HAS BEEN SHIPPED” and a message will be sent to the requestor notifying them of the shipped status for their request. To clear out any information in the comments section, simply select the RESTORE button to refresh the page. NOTE: The Restore button will become disabled if the REJECT or SHIP buttons have been selected. To Print a FasTrack request, select the PRINT PART REQUEST button to view the Adobe print file. Select the print icon at the top of the Adobe page to print the request and the shipping instructions. Take the FasTrack Part Return Document and fold it in half. Use a Warranty Part Return Envelope and place the request with the address half of the document, face up in the part return envelope and ship the part ASAP.



FasTrack Part Return Document

2/8/2017 [mm/dd/yyyy] 08:34 AM

Requestor Information

Request Number:

30105 Date: 02/8/2017

TID: T8265JM Name: JEFF MAYER

Phone: 248-451-5563 Tie Line: 793-5563

Email Address: [email protected] Status: SHP

Parts Information

VIN: BG123456 Claim: 012345

Built (MDH): Mileage:

Part Number: 01234567AZ Part Description: PARTS

Dealer Code: 63975

Special Instructions or Comments

Tracking Number: 1z691e2w123456789

Reject Reason:

Comments: THIS IS A TEST

QUALITY ENGINEERING CENTER

J MAYER

2021 EXECUTIVE HILLS BLVD.

AUBURN HILLS, MI 48326, USA



CHRYSLER FAST TRACK PART RETURN SHIPPING INSTRUCTIONS

. * PLEASE SEND PART IMMEDIATELY! DO NOT WAIT FOR CLAIM TO BE PAID *

. PREPARING PART FOR SHIPMENT: Place a copy of the Chrysler FasTrack Part Return Document in a "Warranty Parts Return Clear Packing Envelope" on the outside of the box and an additional copy inside the box. . REQUIRED SHIPPING METHODS:

For HazMat FasTrack returns:

Read and follow any additional instruction that may be provided in the "Comments"section located at the bottom of the FasTrack request,use the request number as the tracking number. The Parts Manager or Part Return Personal should be contacted by HazMat representative within 24 hours to schedule a pick up. NOTE: Do NOT send HazMat returns.

via UPS or any other common carrier.

If you have any questions regarding only HazMat shipments, contact the HazMat Coordinator at 248-451-5607 or send email to [email protected]

. For packages less than 70 lbs:

Go online to www.ups.com and fill out the required dimension fields. Enter the 3rd party billing number, 691E2W, with zip code 48326. Send package via "UPS NEXT DAY AIR".

. For packages over 70 lbs:

Call the UPS Chrysler Service Center at 1-800-567-9989. Select option 1 for "QEC Oversize Warranty Shipments". Tell the operator you have a FasTrack part return for delivery to(check ship to address) QEC,GEMA or Indiana Transmission Plant. Give the operator your Dealer Code and FasTrack Request Number.

NOTE: Do Not send any FasTrack request via DDS (Dedicated Delivery Service) or a PR1 chargeback will be issued. FINALIZE THE FASTRACK PROCESS: You must go back into the FasTrack tab in the Return Material Utility in DealerConnnect. Select the "SHIP" button and enter the UPS, UPS Freight or request number for HazMat Parts. Click on the "SHIP" button again to finalize the FasTrack transaction.

. IF / WHEN A WARRANTY PART RETURN IS GENERATED: If a Warranty Part return is generated after FasTrack part is returned, contact FasTrack Coordinator at 248-451-5607 or send email to [email protected]. The FasTrack coordinator will relieve the part return requirement and eliminate the possibility of a PR1 chargeback from being issued.

Thank you for your cooperation and participation with the FasTrack Part Return Program.



3.1.4 WARRANTY PARTS RETURN DOCUMENTATION

3.1.4.1 PARTS RETURN DISPOSITION TAB

This single document provides information from DealerCONNECT Return Material Utility. It enables the dealer to determine which parts need to be returned, which parts can be scrapped and which parts should be returned to Mopar to collect the core allowance. NOTE: All parts MUST be held until the claim is paid and the disposition is established. The Parts Return “Disposition” tab shows the disposition of every part submitted on any paid Warranty or Mopar claim and indicates the repair date and the date the claim was submitted for payment. The Summary should be kept for a period of one year from the date printed in the upper left-hand corner. The claims are listed in ascending numerical order. For each claim, the VIN, every part number, part description and part disposition is shown. The Part Disposition tab will indicate EITHER: “RETURN” = Parts on paid claims that must be returned and a bar-coded document has been printed. “SCRAP” = Parts from paid claims that can be disposed of locally. “CORE ” = This is a reminder for the dealer to use the Mopar Core Return procedure

to obtain their core credit. Printing of the Part Return Disposition will follow other Part Return Documents. A total count of all Part Return Documents is shown on the last page of the disposition summary list. NOTE: Hold all parts used on Warranty, Mopar and Recall claims until the claim has been paid. NOTE: Hold all HazMat parts for 3 weeks even if the disposition says scrap. Do not ship Hazmat parts. All HazMat returns are requested via the FasTrack tab and are picked up by a third party shipping company.

3.1.4.2 PART RETURN DOCUMENT

See example of the Part Return Process in the Part Return Manual in COMDASH on DealerCONNECT. Go to DealerCONNECT >COMDASH >Mopar Technical Service >Warranty Communications > Part Return User Manual.



3.1.4.3 DEALERCONNECT RETURN MATERIAL UTILITY (RMU) VIEW / PRINT

OPTIONS

See example of the Part Return Process in the Part Return Manual in COMDASH on DealerCONNECT. Go to DealerCONNECT > COMDASH > Mopar Technical Service > Warranty Communication > Warranty Parts Return User Manual.

3.1.4.4 RETURN MATERIAL UTILITY REQUIRED PARTS TAB

The RMU Required Parts tab is updated nightly to tell the dealer which parts from paid claims are required for return. The Required Parts tab is updated every time the dealer selects it to tell them which parts we have received throughout the day. If an entry exists on this screen, the dealer will be charged back code PR1 if they do not return the part to FCA US. Using the Shipping Tab To use the Shipping tab, follow these steps. 1. Click the down arrow in the “How many boxes is the dealer shipping today?” textbox. 2. Enter the number of boxes the dealer is shipping. Click the Continue button. The Please

assign box to part section displays. 3. Click the dropdown arrow in the Select column and highlight the appropriate choice. Once

the dealer has indicated which box will contain each part(s); click the Continue.

Note: The dealer may put multiple parts into one box. 4. The Dimensions sub-tab requires the dealer to indicate the size of the box in which the

Part(s) is to be returned. Click the Continue button. The Please review the shipping details section displays in the Finish sub-tab.

Note: Although the program will automatically calculate the total weight of the part(s) being shipped, the dealer will need to indicate the size of the box being used for shipment.

Note: While the system is coordinating with UPS to produce the tracking numbers, the dealer will not be able to complete any additional return processes under the Tickets tab. During this time, a process advisement will indicate the necessity to print all documents currently in the sub-tab “UPS Ground” under the Print tab. Although other tabs in the RMU will be available for usage, the Tickets tab cannot be used further until the UPS Ground documents are printed.

5. Click the Print Preview button. The Shipping Review Report opens as a PDF format.

OR Click the Generate Shipping Label button. The dealer will find their shipping paperwork in the Print tab.



Moving Part Return Documents from the Oversize Sub-Tab to the UPS Ground Sub-Tab If the dealer has a part in the Oversize sub-tab and they know it is not oversized, the dealer can move the Part Return Document from the Oversize sub-tab to the UPS Ground sub-tab. 1. Click the Oversize Shipments sub-tab. The Oversize Shipments sub-tab is located on the

Tickets tab page. 2. Select the check box for the part return ticket the dealer wish to move to the UPS Ground

sub-tab. The checkbox is located in the Select column.

3. Click the UPS Ground button at the bottom of the page.

4. Click the UPS Ground sub-tab, select the ticket the dealer moved, and follow the prompts to print the Part Return Document, Shipper Label and Shipping Receipt.

Printing the Part Return Document 1. Click the checkbox of the part document the dealer wants to print. The checkbox is located

in the Select column. 2. Click the Print Selected button. The Part Return Document displays in a PDF format.

3. Click the Print button. 4. Choose the appropriate print options.

Note: Printer dialog boxes vary in options and layout based on the dealer’s printer type. See the dealer’s Systems Coordinator for detailed instructions.

5. Print the document.

Note: To close the Adobe Acrobat print window, click the Close button on the upper right corner. Do not click the Close button on the Material Return Utility page, or you will exit DealerCONNECT.

Using the Reprint Tab Reprinting of the Warranty Part Return Document The Part Return Ticket sub-tab provides the ability to search by claim number, VIN (last eight), return number, ship method and/or date. 1. Select a search criteria and enter the information. 2. Click on the Search button located on the right hand side of the screen. The results will be

listed in ascending numerical order value based on the return number.



3. Click the checkbox of the part the dealer wants to return and click on the Print Selected button at the bottom of the page. The checkbox is found in the Select column.

4. Click the Print button to print the Warranty Part Return Document. Reprinting of the Shipper Label The Shipper Label sub-tab provides the ability to search by tracking number, ship method and/or date. 1. Select a search criteria and enter the information. 2. Click on the Search button located on the right hand side of the screen. The results will be

listed in ascending numerical value based on the tracking number or ship method. 3. Click on the Select box corresponding with the tracking number the dealer is planning to

ship, and click on the Print Selected button. 4. Click on the Print button to print the Shipper Label. Re-printing of the Shipping Receipt The Shipping Receipt sub-tab provides the ability to search by receipt number, ship method and/or date. 1. Select a search criteria and enter the information. 2. Click on the Search button located on the right hand side of the screen. The results will be

listed in ascending numerical value based on the Shipping Receipt Number. 3. Click on the Select box corresponding with the Shipping Receipt Number and click on the

Print Selected button. 4. Click on the Print button to print the Shipping Receipt.

Note: The Shipping Receipt presents a summary of the part(s) shipment. This document should be retained with the dealer’s records.

Using the Tracking Tab The Tracking Tab provides a comprehensive list of the current status for all required part returns.



The Search Sub-tab The Search Sub-Tab provides the ability to search tickets by claim number, VIN (last eight), return number, status, ship method or submit date. 1. Select a search criteria and enter the information. 2. Click the Search button located on the right hand side of the screen. The results will be

listed in ascending numerical value based on the Return Number. 3. Click the Return Number hyperlink to provide the dealer’s tracking results. The Detail Sub-tab The Detail sub-tab screen provides a summary of the shipping information and any chargeback/appeal information. In the Detail sub-tab, the Shipping Information section presents a comprehensive view of the shipment progression. This section supplies the tracking number, return number and shipping receipt number. In addition, the dates that the documents were printed, the box scanned, and the part received are supplied to show the succession of the shipment. UPS shipments allow the dealer to observe the tracking progress further with advanced tracking information. 1. Click the Tracking Number hyperlink to automatically pull up the Package sub-tab. The

Detail screen also provides a summary of any chargeback or requested appeals that might have occurred on the part shipment. It allows the dealer to determine if the part was shipped on time, the chargeback date, amount of the chargeback and if an appeal request has been processed.

In addition, this screen allows the dealer to appeal part return chargebacks. For the appeal to be successful, the dealer must be able to prove that the part was returned and received at the proper location. To request an appeal, input the explanation substantiating the dealer’s request. Complete any available tracking information in the “Appeal Email Text” box. Once the dealer has completed the request, click the Appeal button at the bottom of the page. The review will be completed as quickly as possible. Once complete, the decision will be available in the “Appeal History” sub-tab.



The Package Sub-tab The Package sub-tab allows the dealer to view the complete details of the package including shipped to and from locations. The dealer can also observe the progression of the shipment through the times and dates established by the UPS package scans. 1. To access a printable version of this screen, click on the Print Preview button at the bottom

of the page.

The Export Sub-tab Selecting the Export button at the bottom of the Search sub-tab will open the Export sub-tab. The Export sub-tab allows the dealer the option to select which fields they would like to transfer into a spreadsheet. Once the dealer has included the fields they are requesting to populate, select the Download button at the bottom of the screen for the information to be transferred into a spreadsheet. To view a printable version of this screen, simply click on the “Print Preview” button at the bottom of the screen.

3.1.5 WARRANTY PARTS HANDLING PROCEDURES

3.1.5.1 DEALERSHIP PARTS STORAGE

Many Parts Managers designate a special area away from the parts inventory area to store the replaced warranty parts that are waiting return to FCA US. A number of storage bins are set aside and divided into ten sections. Each section is labeled with a number from 0 to 9. When the replaced warranty part is returned to the parts department, the parts counter person writes the claim number on the box. The part is then placed in the bin which matches the last digit of the claim number. This allows the person responsible for returning the parts to FCA US to find the needed part more quickly. All parts awaiting return to FCA US need to be stored in an acceptable manner. Storage facilities must protect components from exposure to the elements or from avoidable damage. Any warranty parts returned in a rusted or broken condition, caused by improper storage, may be charged back.

3.1.5.2 PACKAGING PROCEDURES

Follow the guidelines listed below when packaging Warranty Returnable Parts for shipment to FCA US:

Drain fluids, clean and dry all parts before packaging. Remove all oil filters and dispose of properly unless they are the failed parts. If the oil filter is the failed part, it should be removed, drained, and returned with the engine in its own container, like a plastic bag. Reinstall plastic sealing cups in all fluid ports.

NOTE: If the fluids cannot be completely drained, double bag and seal all fuel related

components to reduce fumes and prevent leakage.



Package each part separately and attach the bar code document to each box/package. Multiple separately packaged parts can be shipped in one box. If the dealer puts the part in a plastic bag along with the bar code document, please be sure the Part Return Document can be seen and scanned through the plastic bag.

Use sturdy containers that are appropriate for their contents. Whenever possible, pack parts in their original boxes and protective materials.

Do not use DDS Tote Bins (polyurethane containers) for warranty part returns.

This process is for warranty part return only. Refer to the Mopar Policies and Procedure Manual for other parts return information including Material Return Authorization (MRA).

Do not return any parts to the Quality Engineering Center that are ordered via the Exchange Order Process. Refer to the Audio & Electronic Products Exchange Process Guide located in DealerCONNECT> Parts> Order Parts> Exchange Order Entry for complete instructions.

Pack cartons (except those containing major assemblies) to a maximum of 70 lbs.

Any Quality Engineering Center part that exceeds weight and size limitations must be returned using UPS Supply Chain Solutions (UPS Freight). They can be contacted at 1-800-567-9989.

It is the dealer’s responsibility to reassemble major assemblies before returning them to the Quality Engineering Center. Engines, transmissions and other major assemblies must be received in a condition suitable for testing. The only exception is when following the Transmission Diagnostic Teardown Procedure. The dealer’s claim will be subject to a full or partial chargeback, based on the circumstances if the major assembly is received in a condition not suitable for testing.

Pack major assemblies in the original cartons and shipping materials in which their replacement assemblies were shipped. If the original shipping material is not available, these components should be palletized and securely banded.

Take any other steps necessary in each situation to ensure that the returned part arrives at the depot in the same condition it left the dealership.

DDS drivers have been instructed not to accept items that are improperly packaged, poorly sealed, insecurely bound or improperly labeled.

The dealer’s warranty claims that involve parts return will be subject to a full or partial chargeback, based on the circumstances if warranty parts are shipped to FCA US improperly or without the required documentation. This includes shipping parts to the wrong location and/or via the incorrect shipping method.

May 18, 2018

September 27, 2018



Each part return must be submitted with a new Part Return Document. Before attempting to return parts, the appeal process must be completed.

Make sure the appropriate Transmission Diagnostic Checksheet is on file at the Powertrain Service Center by submitting a replacement request prior to replacement.

Catalytic Converters being returned to the QEC must have the pipes intact.

3.1.5.3 SHIPPING PROCEDURES AND SHIPMENT DOCUMENTATION

Refer to the current Parts Return Manual in COMDASH on DealerCONNECT. Go to DealerCONNECT >COMDASH>Mopar Technical Service>Warranty Communications> Warranty Parts Return User Manual. Each part return must be packaged in the same box that contained the replacement part. The individual boxes must have their respective Part Return Document enclosed in a Warranty Part Return Clear Envelope and a UPS or DDS shipping label must be attached on the outside of the box/package.

3.1.6 WARRANTY PART RETURN CHARGEBACKS

FCA US reserves the right to charge back for claims previously paid if the dealer does not ship the parts they are required to return in the proper condition, or with the required paperwork, within 10 days of the paid claim date. Non-defective parts will be returned when it makes sense to do so. Defective parts will not be returned. FCA US will pay for warranty and other authorized repairs and services when:

All parts, which are required for return, must be shipped within 10 days of claim date. Any returns going to the Memphis Core Center must have the receipt acknowledged prior to due date.

The part returned is from the vehicle repaired.

Proper repair vs. replace procedures were followed.

Part return documentation has been submitted as specified in this Section.

The part was packed and shipped according to instructions in this Section.

The part returned exhibits the defect described on the claim.

The part returned is a FCA US part.



The part returned does not exhibit unwarrantable damage. An example of this condition would be a claim for surface rust on the inside surface of a bumper. This type of situation should be reviewed with the dealer’s Area Manager/District Manager before warranty consideration is given and prior to claim submission.

The part was properly diagnosed (i.e. Diagnostic Trouble Codes must be read before Powertrain or Transmission Control Module controllers are replaced. These modules must have Diagnostic Trouble Codes that justify replacement). Failure to use proper procedures will result in the claim being charged back.

The part returned is acceptable for testing.

Assemblies received disassembled may be charged back. An assembly is any group of components which when serviced, comes as a unit. In the case of a starter motor, prior to return, it must be reassembled if it was disassembled for diagnosis. Another example of an assembly is a cylinder head for an overhead camshaft engine. When the cylinder head is manufactured, the camshaft support retainers are integral components and therefore not serviced separately. These must be reinstalled on the head prior to return. The only exception is when following the diagnostic Teardown Procedure.

3.1.7 WARRANTY PARTS RETURN TIPS

3.1.7.1 WARRANTY PARTS RETURN TIPS

DO:

DO package each part separately and attach the bar code document to each part. Attach the UPS or DDS shipping label to the outside of the box / package. If the dealer puts the part in a plastic bag along with the bar code document, please be sure the UPS bar code document or the DDS shipping document can be seen and scanned through the plastic bag.

DO follow the shipping instructions on the Warranty Part Return Document. Pay special attention to the “Ship To” and the “Ship Via” instructions. Process the dealer’s warranty claims in a timely manner. This will make it easier to comply with parts return requirements.

DO use the new clear (crack-and-peel) adhesive-backed plastic envelope for the Part Return Document when returning the part. To prevent shipping damage, it is recommended that the removed part to be returned is repackaged in the same box that contained the replacement part.



DO place the Part Return Document in the clear envelope, making sure the bar code is completely visible. For transmissions and transaxles, make sure the completed transmission Diagnostic Checksheet is on file at the Powertrain Service Center by submitting a request for replacement prior to replacement.

DO attach the clear envelope for the UPS Shipping label or DDS shipping label to an outer surface of the box where it is visible and safe from damage during shipping.

DO NOT:

DO NOT delay warranty claims submission. This can result in additional parts to be stored, increased difficulty matching the Part Return Document with the returnable part(s), negative impact on the dealership’s cash flow and will delay FCA US Quality Improvement Process.

REMINDER: All Quality part returns must be shipped within 10 days of the claim date.

All Memphis Core Center returns must have the receipt acknowledged prior to the due date.

DO NOT attach the Part Return Envelope directly to the part with the adhesive backing. The purpose of the adhesive backing is to place the shipping labels on the outside of the box or container.

DO NOT mix Core DDS Tickets with UPS Ticket in one shipment. Also, do not put multiple Part Return Documents in one envelope.

3.1.8 EXCHANGE ORDER ENTRY & ELECTRONIC EQUIPMENT

There is no list of specific part numbers that details every exchange part. Some exchange order parts depend on vehicle body style and model year. The practice of replacing the first letter with a “Z” depends on the type of part being ordered. For better guidelines and procedures for the service of exchange order parts, please refer to DealerCONNECT> Parts> Order Parts> Exchange Order Entry. Utilizing the DealerCONNECT Exchange Order system, dealer orders are transmitted electronically directly to the Mopar Supplier Shipped Direct (SSD) Department. The SSD department processes orders hourly and sends them to the FCA US Authorized Service Centers. The Service Centers provide an exchange service shipping components to arrive at dealership within 24 to 48 hours of the original order. New or OE units cannot be ordered through the exchange program. If a Non-Exchange part is needed for a New/ Unsold vehicle, the dealer MUST order a new OE unit. The repair will be validated by the Warranty Contact Center upon submission of the Warranty claim. OE part replacement for a sold vehicle must be pre-authorized by a Business Center personnel. NOTE: At this time, there is no core return on new or OE parts. September 20, 2018 NOTE: For Warranty repairs, a warranty claim MUST be processed within 60 days of order using the correct Exchange Order LOP. If this process is not followed, your dealership will be invoiced for the part at dealer net.



3.1.9 GLASS

Windshields and Backlites are available through both DealerCONNECT parts ordering system and through approved Mopar glass vendors. A listing of all approved Mopar glass vendors is available on DealerCONNECT> COMDASH > Mopar Parts > Glass > Glass Installer Directory. Please note that Chrysler Sebring Convertible backlites, rear sliding glass window on pick-up trucks, and the flat flip out liftgate glass is available through Mopar Parts Distribution.

3.1.9.1 WARRANTY GLASS REPLACEMENT PROCEDURE

Glass breakage is not covered by the warranty unless there is positive physical evidence of improper factory installation or unless there is a visible defect in the glass. Chips, nicks or stars are not considered to be warranty defects. Dealers must:

Use only Mopar glass when replacing glass under warranty.

Include on the Repair Order a written explanation of the reason for replacing the glass.

Attach the “Safeguard Glass Warranty Label” (which is attached to the glass when the dealer receives it) to the Dealer Accounting Copy - 2 of the RO. This applies to all windshields and backlites.

See “Sublet Warranty Glass Replacement” section for sublet guidelines.

3.1.9.2 SUBLET WARRANTY GLASS REPLACEMENTS

Most dealers sublet Windshield and Backlite glass replacements. FCA US will reimburse the actual cost of sublet repairs, provided it does not exceed the amount that would have been paid had the dealership performed the work. Guidelines for Mopar Sublet Installers (Glass Replacement):

Must purchase Mopar Glass from FCA US.

Can only charge straight cost to FCA US dealers with no mark-up.

Can only charge Warranty Labor Time as allowed for specific vehicle assigned by FCA US Labor Operations Manual.



Must apply Glass Warranty Label to hardcopy Repair Order.

Must have VIN and mileage written on invoice.

Must retain invoices billed to FCA US for a period of two years. NOTE: If the cost of the sublet glass replacement is less than the amount the dealer would have been paid, had the work been performed at the dealership, FCA US can only be charged for the amount of the sublet glass repair. NOTE: We pay mark-up on all side glass purchased through Mopar Parts Distribution. Windshields purchased on the Mopar Glass Program are eligible for mark-up based on the Glass Program Pricing. Windshield and backlites purchased from Mopar Glass Vendors are not eligible for mark-up.

3.1.9.3 GLASS REPAIR CLAIM INFORMATION

Glass Program Dealers:

Windshields - Glass Program Pricing plus markup

Backlites - Glass Program Pricing plus markup

Convertible top backlites - Glass Program Pricing plus markup*

Side glass - Glass Program Pricing plus markup Non-Glass Program Dealers:

Windshields - Dealer Net plus sublet allowance

Backlites - Dealer Net plus sublet allowance

Convertible top backlites - Dealer Net plug sublet allowance

Side glass - Dealer Net plus markup * Excludes PT Cruiser - Backlite is not serviced separately and is included with the convertible top; this part is not discounted.

NOTE: To determine if a dealership is a participant in the Mopar Glass Program, look for the

“GLSPR” code under “Current Programs” in DealerCONNECT > Service > Warranty

Administration > Dealer Service Profile.



3.2 MOPAR PARTS & ACCESSORIES PRODUCT WARRANTY

COVERAGE

3.2.1 MOPAR PARTS BASIC 12-MONTH LIMITED WARRANTY – SOLD PRIOR –

OCT 1, 2014

Except as listed below, Mopar parts sold over-the-counter or wholesale are warranted against defects in workmanship or materials for 12 months/unlimited miles for parts (exchange) only. Mopar Parts installed on an FCA US vehicle by an authorized FCA US dealer are warranted for 12 months/12,000 miles for both parts and labor, or for 12 months/unlimited miles for parts exchange only, whichever is more favorable to the customer. Mopar parts replaced on an FCA US vehicle still covered by the FCA US 3 Year/36,000 Mile Basic Limited Warranty or the FIAT 4 Year/50,000 Mile Basic Limited Warranty are warranted for the remainder of the Basic Limited Warranty, or for Mopar Parts Basic 12-Month Limited Warranty from the original installation date, whichever is more favorable to the customer.

Exceptions: The following Mopar products have time and mileage limitations, or warranty coverages that differ from the general coverage described above:

Mopar Batteries

Magneti Marelli Offered by Mopar Batteries

Mopar Collision Parts

Mopar Catalytic Converters

Mopar Gaskets and Seals

Magneti Marelli Offered by Mopar Catalytic Converters

Mopar Powertrain

Mopar Remanufactured Powertrain

Mopar Performance Parts

Mopar Lifetime Limited Warranty on Value Line Brake Pads/Shoes, Value Line Shocks/Struts and Value Line Mufflers

Magneti Marelli Offered by Mopar Brake Pads/Shoes and Shocks/Struts

3.2.2 MOPAR PARTS BASIC 24-MONTH LIMITED WARRANTY-SOLD ON/AFTER-

OCT 1, 2014

Except as listed below, Mopar and Magneti Marelli parts sold over-the-counter or wholesale are warranted against defects in workmanship or materials for 24 months/unlimited miles. For full details of the Mopar Parts Basic 2-Year/Unlimited Mileage Basic Limited Warranty, click the following link: Mopar Parts and Accessories Limited Warranties Statement

https://www.mopar.com/content/dam/mopar/pdf/warranty/mopar_parts_accessories_warranty_statement.pdf



3.2.3 MOPAR ACCESSORIES LIMITED WARRANTY

Go to: www.dealers-mopar.com and go to Resources > Mopar Warranty >Mopar Basic Limited Warranty

Or Click here to access the: Mopar Parts and Accessories Limited Warranties Statement

3.2.4 WHAT IS NOT COVERED OR IS RESTRICTED UNDER MOPAR’S LIMITED

WARRANTIES

Go to: www.dealers-mopar.com and go to Resources > Mopar Warranty > What is not Covered


3.2.5 OTHER TERMS

Go to: www.dealers-mopar.com and go to Resources > Mopar Warranty > Other Terms


3.2.6 HOW TO OBTAIN WARRANTY SERVICE

Go to: www.dealers-mopar.com and go to Resources > Mopar Warranty > How to obtain

Warranty Service

Or Click Here to Access the: Mopar Parts and Accessories Limited Warranties Statement

3.2.7 PARTS SOLD “AS IS” WITHOUT WARRANTY

Go to: www.dealers-mopar.com and go to Resources > Mopar Warranty > Mopar Performance

Parts Limited Warranty


https://www.dealers-mopar.com/moparone/credentials/login.jsp












3.2.8 MOPAR REPLACEMENT BATTERY LIMITED WARRANTY

Go to: www.dealers-mopar.com and go to Resources > Mopar Warranty > Mopar Battery

Replacement Limited Warranty


3.2.9 MOPAR GASKETS AND SEALS LIMITED WARRANTY

Go to: www.dealers-mopar.com and go to Resources > Mopar Warranty > Mopar Powertrain

Limited Warranty


3.2.10 MOPAR REPLACEMENT CATALYTIC CONVERTER 3 YR/25,000 MILE

LIMITED WARRANTY

Go to: www.dealers-mopar.com and go to Resources > Mopar Warranty > Mopar Replacement

Catalytic Converter Limited Warranty

3.2.11 MOPAR REPLACEMENT VALUE LINE MUFFLER, VALUE LINE SHOCKS AND

STRUTS, PICK-UP BEDLINER AND VALUE LINE BRAKES’ LIFETIME LIMITED

WARRANTY

Go to: www.dealers-mopar.com and go to Resources > Mopar Warranty > Mopar Lifetime

Limited Warranty on Value Line and Magneti Marelli Brake Pads/Shoes, Value Line and

Magneti Marelli offered by Mopar Shocks/Struts and Value Line Mufflers

Or Click Here to Access the: Mopar Parts and Accessories Limited Warranties Statement

3.2.12 MOPAR PERFORMANCE PARTS LIMITED WARRANTY

Go to: www.dealers-mopar.com and go to Resources > Mopar Warranty > Mopar Performance

Limited Performance Warranty













3.2.13 MOPAR POWERTRAIN LIMITED WARRANTY

Go to: www.dealers-mopar.com and go to Resources > Mopar Warranty > Mopar Powertrain

Limited Warranty


3.2.14 MOPAR REMANUFACTURED PARTS (EXCEPT POWERTRAIN PARTS),

INCLUDING CUMMINS DIESEL ENGINE ASSEMBLIES & ABX ANTILOCK BRAKE

CONTROLLER

Click Go to: www.dealers-mopar.com and go to Powertrain > Powertrain Headquarters > Powertrain Warranty Information Go to: www.dealers-mopar.com and go to Resources > Mopar Warranty > Mopar Powertrain

Limited Warranty

3.2.15 MOPAR COLLISION REPLACEMENT PARTS LIFETIME LIMITED WARRANTY

Go to: www.dealers-mopar.com and go to Resources > Mopar Warranty > Mopar Collision

Replacement Parts Lifetime Limited Warranty


3.2.16 MOPAR ELECTRONIC POWERTRAIN REGISTRATION

Electronic registration is required for the following transactions: 1. Retail sales installations at an authorized FCA US dealer (customer pay) 2. Wholesale sales (licensed independent repair shops) 3. Warranty installations 4. Service Contracts installations 5. Retail Sales (over-the counter / “Do it yourself”) Click on Warranty Info then click Powertrain Parts Warranty Flyer.









3.2.17 VINTAGE PARTS, INC. (VPI)

Mopar has teamed with Vintage Parts, Inc. (VPI) of Beaver Dam, WI to develop a supply program that offers continued dealer access to select discontinued service parts. Currently Mopar scraps obsolete, slow moving, inactive and discontinued service parts based upon inventory policies. VPI purchases select non-current service parts from Mopar and are making them available to customers. These parts will no longer be available directly from Mopar, however, VPI will sell available inventory directly to all authorized FCA US dealerships. VPI will sell the parts without warranty of any kind, expressed or implied.



4. SPECIAL WARRANTY

4.1 GOVERNMENT VEHICLES

4.1.1 WARRANTY COVERAGE

FCA US provides the US government with the manufacturer’s standard limited warranty. Consult the Warranty Booklet in the glovebox to determine warranties that apply to the vehicle. 1. In-Service Date The in-service date of FCA US vehicles sold to the US Government is the date the vehicle is received by the dealer plus ten (10) days.

4.1.2 NEW VEHICLE PREPARATION AND ADJUSTMENT SERVICE

All FCA US vehicles purchased by the US GOVERNMENT receive New Vehicle Preparation either at the assembly plant, prior to shipment, or at the franchised dealer delivering the vehicle to the US GOVERNMENT customer. 1. Direct Delivery Vehicles purchased by the US GOVERNMENT and delivered directly to the consignee will have the New Vehicle Preparation performed at the assembly plant. Adjustments and other warranty repairs should be handled by franchised dealers.

2. Dealer Delivery Vehicles purchased by the US GOVERNMENT and delivered through a franchised dealer will have the New Vehicle Preparation performed by the delivering dealer. Vehicles will only be delivered through dealers who have executed a “US GOVERNMENT Courtesy Delivery Contract” with Fleet Operations of FCA US. This is noted by Sales Code 3LA (unless diversion occurred).

WARRANTY ADMINISTRATION MANUAL SPECIAL WARRANTY


The following services shall be required from the delivering dealer: 1. RECEIPT AND INSPECTION OF NEW VEHICLE - The delivering dealer shall receive

the new vehicle from the carrier and inspect the vehicle for carrier damage and missing equipment.

2. TRANSPORTATION CLAIMS - When necessary, the delivering dealer shall make any

repairs caused by carrier damage including equipment which was lost while the vehicle was in transit. The dealer shall also prepare and process Transportation claims against the carrier.

Note: Please follow the normal process for handling transportation damage. 3. NEW VEHICLE PREPARATION - Delivering dealer shall perform the New Vehicle

Preparation service in accordance with the FCA US VIN-driven dynamic “New Vehicle Prep Form” located in DealerCONNECT>Service>Repair Information>New Vehicle Prep to perform and record all services. It must be completed for each new vehicle and be attached to the Repair Order, which should be retained in the customer’s service file. The VIN-driven dynamic form will serve as the VIP, since the open service information is included on the form.

4. NOTIFICATION TO GOVERNMENT - Delivering dealer shall notify the designated US

GOVERNMENT official, listed on the paperwork, within five working days of receipt of the new vehicle(s).

5. TRANSFER TO GOVERNMENT - All new motor vehicles should be picked up at the

delivering dealer’s location by US GOVERNMENT personnel within five working days after notification. All vehicles are the responsibility of the dealer until inspected, accepted and transferred to the US GOVERNMENT.

6. FUEL - When dealer delivery is specified, the fuel tank shall be filled to at least the

quarter full mark for cars and trucks. If the selling dealer is 12003 and the tank is less than quarter full, the dealer should complete a retail repair order listing the VIN and dollar amount of fuel which was put into the vehicle. The dealer should attach the gasoline receipt to the repair order and mail to the Customer Assistance Center. Upon review of required information, the dealer will be sent a check for reimbursement of the fuel.

Customer Assistance Center P.O. Box 21-8004

Auburn Hills, MI 48321-8004

NOTE: This does not apply to Retail Units.



7. DEALER REIMBURSEMENT

A. New Vehicle Preparation - The dealer is paid the standard Road Ready amount plus 2.0 hours “Courtesy Fee” based on the dealer’s warranty labor rate. The payment will be included with the Road Ready credit on the dealer’s Warranty Claim Statement. NOTE: No additional fee should be charged to the US Government at the time of delivery.

February 23, 2018

4.1.3 TRANSPORTATION CLAIMS

The agency receiving direct delivery of vehicles is responsible for inspecting each vehicle prior

to signing the carrier Delivery Receipt. Any physical damage, shortages or missing items noted

during the inspection must be noted on the Delivery Receipt by the US GOVERNMENT agency

and signed by the carrier’s driver.

Commercial Freight Bill

Some government vehicles are delivered by way of a Commercial Freight Bill which will

designate FCA US as the shipper, with the exception of vehicles being shipped to ports. The

procedure for repairing physical damage, shortages or missing items noted during the

inspection is:

1. The US GOVERNMENT agency will deliver vehicles to the dealer for correction of

transportation loss or damage.

2. The noted and signed commercial Freight Bill must be presented before the dealer

starts to perform any repairs.

3. The dealer will repair the indicated damage and attach the noted and signed

Commercial Freight Bill to the Transportation claim.

4. The Transportation claim is then submitted for payment by the dealer via

DealerCONNECT and a copy, including attachments, should be retained in the dealer’s

file.

NOTE: Please follow the Transportation DIPAP process.

US Government Bill of Lading

Shipments made on US GOVERNMENT Bill of Lading are usually origin shipments to ports for

overseas locations. The US GOVERNMENT will be designated as the shipper and is

responsible for any shipping damage.

Major Damage

When a government vehicle is delivered to a destination, whether direct delivery or dealer

delivery, with Major Damage as defined in the Transportation Damage section of this manual,

the delivering dealer must report the vehicle to FCA US DTCS group. The Logistics Help Desk

can be reached at 1-855-683-7062.



4.1.4 NEW VEHICLE EQUIPMENT ERRORS

New Vehicle Equipment Errors should be reported to the dealer within 60 days of receipt of the

vehicle by the US GOVERNMENT agency. New vehicles received by a US GOVERNMENT

agency must be carefully checked against order specifications to determine if an equipment

error has occurred. A dealer should verify that the Government agency’s claim is in fact a New

Vehicle Equipment Error, rather than something which the carrier was responsible for. Once the

dealer is satisfied that a New Vehicle Equipment Error has occurred, the procedure outlined in

the Transportation Damage chapter of this manual should be followed.

4.1.5 SPECIAL EQUIPMENT

US GOVERNMENT contracts include not only standard production vehicles, but also vehicles requiring various types of special equipment, such as:

Special Bodies

Power Take Off Winches and Liftgates

Electric Liftgates and Winches

Radios, Sirens or P/A Systems

Rotating Light Bars When special equipment requires repair or replacement, the cost of these repairs are the

responsibilities of the manufacturer of the special equipment. If the dealer is unable to

determine the manufacturer of the special equipment, they should contact their local Business

Center office. They will assist the dealer in finding a contact at the special equipment

manufacturer.

4.1.6 “OVER-THE-COUNTER” REPLACEMENT PARTS AND ACCESSORIES

WARRANTY

Mopar parts and accessories installed by the dealer prior to delivery of the new vehicle to the

customer are warranted for the unexpired part of the vehicle limited warranty or the Mopar

Limited Warranty period, whichever is greater.

Parts and accessories sold “Over-the-Counter” to agencies of the US GOVERNMENT by FCA

US authorized dealers are warranted against defects in material or workmanship for one year

regardless of mileage, starting from date of sale.

The labor to replace defective parts sold “Over-the-Counter” to US GOVERNMENT agencies is

not covered by FCA US warranty.



4.2 INTERNATIONAL VEHICLE WARRANTY

4.2.1 WARRANTY SERVICE FOR NON-US VEHICLES

4.2.1.1 VEHICLES ORIGINALLY SOLD IN CANADA, MEXICO OR

INTERNATIONAL

Vehicles distributed for the Canadian, Mexican and International market and imported into the

United States by brokers, dealers, and other third parties will have the terms of their Canadian,

Mexican or International new vehicle warranties strictly enforced. These warranty terms do not

provide warranty coverage for vehicles imported by brokers, dealers, and other third parties into

the US. THERE WILL BE NO WARRANTY COVERAGE IN THE UNITED STATES ON THESE

VEHICLES.

Canadian, Mexican and International customers that travel on business or vacation in the United

States will continue to receive warranty repairs under the terms of their original new vehicle

warranty.

Note: To process a claim for a Canadian, Mexican or International customer who is visiting,

traveling or vacationing, do the following: Put the claim in RA and attach a copy of the following

items to the claim:

Customer’s Canadian, Mexican or International Driver’s License

Canadian, Mexican or International Vehicle Registration

NOTE: Remember to use “Kilometers” in recording a vehicle’s odometer reading on Warranty

Claim documents. DO NOT convert kilometers to miles.

Check DealerCONNECT or wiADVISOR VIP for coverage limits.

4.2.1.2 NON-US SHIPPED VEHICLES IMPORTED AND DRIVEN IN THE US

FCA US vehicles registered outside the US but operated mainly within the US are covered by

the warranty in force in the country in which the vehicles were purchased. However, if an owner

moves their principal residence to the US, the vehicle is then covered by US coverage, provided

that the vehicle meets all US required safety and emissions standards. If the dealer is

contacted by a customer in this situation, they should advise the customer to contact Customer

Care for assistance. Customer Care will review the requirements and when completed, verify

that all the requirements have been met. They will then update FCA US warranty records to

reflect the change in warranty coverage and provide an Import Compliance Letter.

September 20, 2018



4.2.1.3 EXPORT VEHICLES

The dealer may be called upon to perform warranty repairs on vehicles which are being prepared for overseas shipment. The dealer should perform any needed warranty repairs as quickly as possible, to ensure that the vehicles can be shipped on time. Vehicles bought in the US BUT intended for use abroad sometimes need special equipment or modifications to meet local rules for safety, emissions or performance. For information on these special requirements contact:

FCA US LLC Customer Care P.O. Box 21-8004 CIMS: 423-04-04

Auburn Hills, MI 48321-8004 800-992-1997

4.2.1.4 WARRANTY COVERAGE ON VEHICLES EXPORTED BY

UNAUTHORIZED SOURCES

Except when specifically required by Law, there is no warranty coverage for vehicles exported

to other countries by anyone other than FCA US. This does not apply to vehicles that have

received authorization from FCA US for export. Dealers may not give authorization for export.

This policy does not apply to vehicles registered to US Government officials or to Military

personnel assigned to US Government officials or to Military personnel assigned outside the

United States.

4.2.2 VEHICLES BUILT TO US GOVERNMENT SPECIFICATIONS AND PURCHASED

SOLELY FOR EXPORT

Prospective buyers of vehicles which will be registered and used abroad must be advised that:

Such vehicles may require the installation of special equipment or components (country specific homologation requirements), at the owner’s expense.

If registered outside the US, Canada or Mexico, no warranty coverage will be provided by FCA International Operations LLC.

4.2.2.1 REQUESTS FOR TECHNICAL OR EMISSIONS DATA

FCA US does not provide technical homologation (conversion) data. If an individual requires

such information, they must contact the Automotive Homologation and Product Certification

authorities of the destination country.



4.2.3 WHERE TO GO FOR SERVICE OUTSIDE OF THE US, CANADA AND MEXICO

The customer may contact the following FCA regional offices for information related to vehicle repairs outside of North America: LATAM FCA Customer Care Av. Eng. Luis Carlos Berini, 105 Ed. Berrini One Cidade Moncoes, San Paulo SP 04571-010

TELEPHONE SITE BRAND

0800 703 7130 www.chrysler.com.br Chrysler

0800 703 7140 www.jeep.com.br Jeep

0800 703 7150 www.dodge.com.br Dodge

0800 730 7060 www.picapesram.com.br or www.pickupsram.com.br RAM

APAC FCA Asia Pacific Investment Co., Ltd. 2F Dawning Center, 500 HongbaoShi Rd, ChangNing District Shanghai 201103 P. R. China Tel: +86-21-2218-7889 Fax: +86-21-2218-7811/7440

EMEA FCA Italy S.p.A Customer Relations C.so Agnelli 220 10135 Torino Email: [email protected]

http://www.chrysler.com.br/

http://www.jeep.com.br/

http://www.dodge.com.br/

http://www.picapesram.com.br/

http://www.pickupsram.com.br/

mailto:[email protected]



5. SUPPLEMENTAL INFORMATION

5.1 WARRANTY INFORMATION CENTER (WIC)

The Warranty Information Center (WIC) is a self-help tool that contains information that will assist the dealer in administering Corporate and warranty procedures and answering warranty related questions. WIC contains warranty publications (i.e. Warranty Bulletins, Warranty Operations Newsletters), LOP and claim processing information. The knowledgebase is constantly updated with additional information as it becomes available. How to Use the Warranty Information Center (WIC): To access WIC, the dealer must have a valid non-group email in DealerCONNECT > My Dealership > Administration > My Personnel. WIC is located in DealerCONNECT > Service > Warranty Administration > Reports, Tools & Information > Warranty Information Center (WIC). The six tabs located within the Warranty Information Center (WIC) offer the following functions to assist the dealer with their warranty concerns. Find Answers: The dealer can search for a specific article by utilizing the “Limit by Product” dropdown option (i.e. LOP inquiry) entering a word or group of words in the “Find the answer to your question” field. For a broader search, do not use the “Limit by Product” dropdown option to search. Enter a word or group of words in the “Find the answer to your question” field. WIC will return any matching information and display a list of possible answers that contain the dealer’s search words. The dealer may then view the results. If no answers are found, the dealer has the option to submit a question using the “Ask a Question” tab. The reply to the dealer’s question can be viewed in the “My Stuff” tab and will be sent to the email address provided by the dealer. When viewing an answer, the dealer has the option to provide feedback by answering the question how helpful the answer was to the dealer. The feedback received is used to continually monitor and update the content of WIC.

WARRANTY ADMINISTRATION MANUAL SUPPLEMENTAL INFORMATION


Ask a Question: This tab gives the dealer the ability to submit a question and receive a reply via the email address that is in My Dealership>Administration>My Personnel. Live Chat: By selecting this tab, the dealer will receive “Live” assistance from an agent. Live Chat IS NOT:

An authorization center for claim payments

A LOP review process

An approval mechanism for goodwill repairs LOP Related Inquiries: The dealer uses this tab to submit questions regarding a LOP concern (i.e. LOP parts allowance, LOP skill category). The dealer will receive a reply via the email address that is in My Dealership>Administration> My Personnel. Request for Labor Time Study: This tab allows the dealer the ability to submit a request for the review of a time allowance on a specific LOP. My Stuff: This tab contains a complete history of the dealer’s questions that have been asked in WIC. This tab also has notifications of the articles that the dealer has requested to be notified of, by email, when the article is updated. Warranty Hotline: The Warranty Hotline will provide a direct communication with a Warranty Communications Agent and provide dealers with a real time medium for troubleshooting claim processing issues in support of improving both warranty claim processing efficiency and claim data integrity. Dealers should always try to obtain answers using the Warranty Administration Manual (WAM) and Dealer Policy Manuals (DPM) located on DealerCONNECT > Service > Warranty Administration. The Warranty Hotline is NOT a substitute for LOP Related Inquiry (i.e. labor time review, parts to LOP (PLX), LH1/LH4 assistance, etc.). If you are not able to obtain answers to a claim related question after reviewing the Warranty Administration Manual, Dealer Policy Manual or “Ask a Question” via the Warranty Information Center application, call the toll free number listed below to reach a Warranty Hotline agent: 1-888-255-2616, Hours of operations are 8:00 AM to 6:00 PM Monday thru Friday, Eastern Time. Please have the following information available when you call: dealer code, VIN and claim number.



5.2 SERVICENET

Servicenet is a national centralized billing process that allows companies to procure routine vehicle maintenance, repairs and parts with instant, single-source invoicing at FCA franchised dealerships. The purpose of Servicenet centralized invoicing is to enable FCA dealerships to compete with the invoicing offerings of the Aftermarket. A requirement to maintaining this important fleet customer segment is flexibility of terms which gives each customer the ability to tailor their dealership experience through invoicing and discounts. A parts and labor discount of 0 to 12% will be subtracted depending on customer, (see “Servicenet Discounts” in COMDASH), as well as a 2% service fee. A Servicenet claim may be disputed and charged back due to concerns of work performed and/or amounts invoiced. For example if work performed does not match the purchase order provided authorizing the repair. The Dealership must contact the Servicenet customer to obtain final disposition and instructions. Claims are prepared at the dealership and submitted to FCA US using the DealerCONNECT > Service> Claim Administration>Servicenet. A detailed claim acknowledgment is available to view or print after the entry is processed. Servicenet claims are processed overnight, with claim acknowledgments posted in DealerCONNECT the following day. The Fleet Claim Search screen is used to:

Search for Servicenet claims by claim number

Search for Servicenet claims by status

Create new Servicenet claims

Viewing and/or printing claim acknowledgments To search for an existing Servicenet claim by claim number:

Search by claim status by clicking on the down arrow in the STATUS field and select one of the available status options.

Click on the blue VIEW action button to display a list of all the claims that are in that status.

Click on the claim number to display the claim detail.

NOTE: Claims in SUBMITTED status cannot be viewed/edited. The dealer must wait for the claim to be processed and posted in REJECTED status before the claim can be reworked. Complete details of all DealerCONNECT applications and functionality are contained in the on-

line help. This document can be accessed by clicking on the question mark located above the tabs. For additional assistance, please contact the Servicenet Hotline at 248-512-7900.



5.3 COMDASH

The COMDASH application within DealerCONNECT allows users to access all Warranty publications in one place. This information is displayed in the Mopar Technical Service channel filter, or can be searched by title, ID number, or keywords. Examples of COMDASH publications are as follows:

Bulletins by calendar year

Glovebox Materials - Warranty Information books by model year and the Lemon Law Book

Other communications such as the Warranty Operation Newsletters

5.4 EPUBLISHING

Forms Ordering Procedure All Warranty documents can be ordered in ePublishing (a.k.a. “ePubs”) via DealerCONNECT> Service > Publications > ePublishing. To access:

The dealer login ID is: the dealer code (no spaces or dashes - i.e.: 12345).

The sign in password is: DCX (must be in all caps). Click on “Place an Order”, then select a category (i.e.: Warranty or Service Contracts) on the left to open. If an item has a printer icon, this means the dealer can print the item direct to their computer’s printer. By clicking on the printer icon, a view of the item will be displayed along with instructions on how to launch and print the item. For items within “Place an Order”, which has a shopping cart icon, the icon allows the dealer to order an item. The Shopping Cart keeps track of all items added to the order. Each time the dealer selects an item for ordering, it is added to the bottom of the list. Red error messages will appear if the dealer enters incorrect quantities - just follow the message to correct. When the dealer chooses to submit their order, all items that are part of the Shopping Cart will be ordered. Once the dealer has clicked the “Checkout” button in the Shopping Cart, verify the next 2 screens, which contain the dealer code and ship to address by clicking “Next”. Confirm the information displayed and fill in the 3 areas which have an *. The order will not be placed unless these 3 areas are filled in. Click “Next” to continue to the Order Summary screen. Follow the instructions for either Submitting the Order or Making Changes. Once the order is submitted, a Sales Reference number will show on the screen, which is to be used to track the order.



To review orders placed in the last 90 days, begin at the Home page, click on “”Order Status”.

Select the order number to view the order information. If shipment went via UPS or Fed Ex,

their tracking system can be accessed by clicking on “Track Order”.

ePublishing Invoice Email Notice Expenses for items ordered via ePublishing will be billed to the dealer billing statement. An

ePublishing Invoice and Credit Memo Notice is emailed with the invoice(s) total.

Procedure to Review ePubs Invoice ePublishing invoices can be viewed within DealerCONNECT > MarketCenter. The process is as follows: 1. Click on Billing tab.

2. Select the By Vendor Code link.

3. Click the drop down for Vendor and select EP680 - Warranty (if the dealer is looking for what Warranty items were ordered).

4. Click the Cycle drop down and select Invoice.

5. Enter the date of the invoice in the Date box.

6. Click Search for your results.

5.5 WARRANTY TRAINING

FCA US offers a number of facilitator-led and self-study courses through the Performance

Institute that can help the dealers and their staff develop a sound Warranty Administration

system in their dealership. The Performance Institute is a thorough learning management

system that allows administrators, managers and students to effectively conduct and maintain

training at FCA US.

Warranty Training courses also count towards credit in the Certified Professionals Program.

The latest warranty training schedules and course registration information for training can be

found in DealerCONNECT >Training >FCA Performance Institute>Performance Institute

Learning Center.


CALENDAR YEAR 2018 UPDATES

February 23, 2018

FCA’S LIFETIME POWERTRAIN LIMITED WARRANTY 5 YEAR INSPECTION

PROCESS

To perform the LPLW 5-Year Powertrain Inspection, the technician must be at Level 0 in Skill

Category 1.

February 23, 2018

MINIMUM TRAINING REQUIREMENTS (MTR)

Be sure to terminate technicians that are no longer employed at the dealership within 60 days of

their exit.

February 23, 2018

GOVERNMENT VEHICLES

NOTE: No additional fee should be charged to the US Government at the time of delivery.

April 26, 2018

POWERTRAIN PRE-AUTHORIZATION PROGRAM

Select 8 Speed and 9 Speed Transmissions/Transaxles, 8 Speed and 9 Speed Torque

Converters and 8 Speed and 9 Speed Valve Bodies, Cummins Diesel Short Block, Cummins

Diesel Long Block, Cummins Diesel Complete Engine assemblies and High Performance Gas

Engines (6.2 L Hellcat and Demon, 6.4L SRT and 8.4L Viper Complete and Long Block)

replacements submitted as a Warranty (W) or Mopar (M) replacement claim must be pre-

authorized and approved through the Powertrain Service Center prior to replacement, in order

to be eligible for payment.



August 27, 2018


Select 8 Speed and 9 Speed Transmissions/Transaxles, 8 Speed and 9 Speed Torque

Converters and 8 Speed and 9 Speed Valve Bodies, Cummins Diesel Short Block, Cummins

Diesel Long Block, Cummins Diesel Complete Engine assemblies, High Performance Gas

Engines (6.2 L Hellcat and Demon, 6.4L SRT and 8.4L Viper Complete and Long Block) and

2018 Demon Rear Axle/Differential Assembly replacements submitted as a Warranty (W) or

Mopar (M) replacement claim must be pre-authorized and approved through the Powertrain

Service Center prior to replacement, in order to be eligible for payment. Mopar Vehicle

Protection Claims (MVP) (Type F) claims continue to be excluded from this program.

September 20, 2018

NON-US SHIPPED VEHICLES IMPORTED AND DRIVEN IN THE US

If the dealer is contacted by a customer in this situation, they should advise the customer to

contact Customer Care for assistance.

September 20, 2018

EXCHANGE ORDER ENTRY & ELECTRONIC EQUIPMENT

New or OE units cannot be ordered through the exchange program. If a Non-Exchange part is

needed for a New/ Unsold vehicle, the dealer MUST order a new OE unit.

October 20, 2018

NEW VEHICLE ERROR BILLING AND ADJUSTMENT REQUEST

The New Vehicle Error Billing and Adjustment Request used to obtain a billing adjustment for new vehicle equipment errors because you were billed for equipment not received, has new contact information.

PLEASE COMPLETE THIS FORM AND EMAIL TO VEHICLE INVOICING AT: [email protected]

mailto:[email protected]



December 12, 2018

NEW VEHICLE PREP CHARGEBACK PROCESS

All Recalls, CSNs and RRTs must be completed prior to delivery and prior to NVDR attempt.


January 4, 2019

CLAIM PROCESSING STEPS

Submit the completed claim information for review, correction and payment to FCA US WITHIN

60 DAYS of the completed date.

January 4, 2019

DEALER DEMOS

Any new vehicle in dealer inventory with 1,000 miles or more is considered to be a dealer demo

and must be reported as such.

February 13, 2019


Select 6 Speed, 8 Speed and 9 Speed Transmissions/Transaxles, 8 Speed and 9 Speed

Torque Converters and 8 Speed and 9 Speed Valve Bodies, Cummins Diesel Short Block,

Cummins Diesel Long Block, Cummins Diesel Complete Engine assemblies, High Performance

Gas Engines (2.9L V6 Alfa Romeo Twin-Turbo, 6.2 L Hellcat and Demon, 6.4L SRT and 8.4L

Viper Complete and Long Block) and 2018 Demon Rear Axle/Differential Assembly

replacements submitted as a Warranty (W) or Mopar (M) replacement claim must be pre-

authorized and approved through the Powertrain Service Center prior to replacement, in order

to be eligible for payment. Mopar Vehicle Protection Claims (MVP) (Type F) claims continue to

be excluded from this program.



March 13, 2019

DUPLICATE RECALLS

FCA US will pay a duplicate Recall repair if the vehicle exhibits the same condition described in

the Recall notification. Use the campaign part number on a Safety (S) claim in this case. These

scenarios should be extremely rare and may require an investigation or contact with your

Business Center to help FCA understand why the vehicle was not remedied by the first attempt.

March 13, 2019

SWITCHING OF FACTORY INSTALLED EQUIPMENT ON STOCK UNITS

Switching of Factory Installed Equipment on Stock Units is NOT allowed on any component.

June 27, 2019

GENERAL STORAGE GUIDELINES

Diesel specific: When moving vehicle, allow engine to warm up to operating temperature prior to

parking for long periods of time.

WARRANTY ADMINISTRATION MANUAL - Chrysler · WARRANTY ADMINISTRATION MANUAL 1. VEHICLE ACTIVITY 1.1...

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