- - - - - - ---------·-·---··--CHRYSLER GROUP LLC

WARRANTY BULLETIN
TO: Dealer Principal, Service Manager,
Service Advisor, and Warranty Claims
Administrator

SUBJECT: SW BC PILOT - NEW Alternate
Transportation Claim Processing Steps

NO: D-14-19
DATE· July 14, 2014

FOR: All U.S. SW BC Dea lers
All U.S. SW BC Business Centers

PURPOSE:
To provide the claim processing guidelines the Southwest Business Center (SW BC) must follow with th e lau nch
of the NEW Alternate Transportation PILOT. (Refer to Warranty Bulletin D-14-18 fo r th e prog ra m guidelin es. )
This process applie s only to Warranty (W), Recall (S) or Mo par (M) repairs.
Alternate Transportation is also referred to as " rental" or "loaner" .

TIMING:
July 15th_ October 17, 2014

ACTION:
This Warranty Bull etin supersedes Warranty Bulletins D-11-01 and 0-11-53 for SW BC Only.
• The Service Manager must review, initial and date all Alternate Transportation claims . If the vehi cle is down
for repair, on th e l01h day the Service Manager must contact their Service & Parts Area Manager (S&P AM)
notifying them of additional day(s) of rental. The S&P AM is required to put a OM Note in the system.
• A rental agreem ent must be completed whenever a dealership provides Alternate Transportation to a
customer. Attach a copy of the completed rental agreement to the accounting copy of the RO when Ch rysle r
is participating in the cost of the rental.
Note: The rental agreement must match the time pun ches to verify the dealer did every attempt to service the
vehicle in a timely manner. Chrysler will only pay from the date the dealer started working on the vehicl e
until the day or day after the repair was completed when the above 10 day guidelines are followed .
•

Alternate Transportation reimbursement requests CAN BE submitted :
o On the same claim as the repair
o As a continuation to the repair
o As a Mopar claim

•

Alternate Transportation reimbursement requests CANNOT be submitted:
o For retail services such as: oil changes, tune-ups, tire rotations, etc .
o If the cu stomer has purchased a Mo par Vehicle Protection (MVP) or other Competitive pl an coverage
that provides Alternate Transportation unless it exceeds the plan 's limit.

CHRYSLER GROUP LLC

•

Mopar Vehicle Protection IMVPI or Competitive Plans
If Alternate Transportation is covered by a MVP plan , it is not eligible for reimbursement on a Warranty (W)
claim .
Dealerships are to bill the applicable service contact provider (MVP or competitor) before utilizing Chrysler's
Non -Warranty Goodwill policy. If Chrysler is charged for a rental that could have been covered by a
competitive plan, the charges are subject for chargeback.

Claim Processing Guidelines
CLAIM Tab:
•

Select claim type based on repair or customers concern
o (W) Warranty repair
o (M) Mo par repair on a back order part outside of basic coverage
o (S) Recall repair

•

Chrysler's Group LLC New Vehicle Warranty does not provide Alternate Transportation to customers.
All Alternate Transportation claims require a Non-Warranty Goodwill decision .
o Up to 10 days you must enter UGW" in the Claim Authorization Number field.
o Over 10 days you must enter URA" in the Claim Authorization Number field.
o The Non -Warranty Goodwill LOP 85-xx-xx-xx is not reguired on the Alternate Transportation
claim.

LABOR Tab:
Labor LOP Selection -(With Repair): Applies to Warranty(W), Mopar(M) and Recall (S) Claims
When the repair visit results in the customer being provided Alternative Transportation perform the following
steps:
•
Identify the cause of the failure with the appropriate repair LOP as the failed LOP per normal cla im
processing guidelines.
For Part Back Order Situation - 85-LO-AN-OO Details:
•
Enter 85-LO-AN-OO as a related LOP to the primary LOP (see below for 85-LO-AN-OO 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 you to enter a narrative in the Straight Time Narrative
window
•
The Narrative must include the following information:
o
o
o

Part Number
Order Number
Order Type

Labor LOP Selection - (Diagnosis Only with No Repair/No Parts): Applies to Warranty(W) Claims Only
Include these steps to submit a claim:
Enter Trouble Not Found Diagnostic LOP 85-41-XX-XX
•
•
Select Failure Code I Customer Concern Code
•
Enter the labor time requested
•
Enter complete accurate narrative

CHRYSLER GROUP LLC

SPECIAL SERVICE Tab: Applies to Warranty (W), Mopar (M) and Recall (S) Claims
Submtt the appropriate LOP using one of the LOP's listed below, according to the type of Alternate

Transportation the customer is provided .

•
•
•

95-40-01-41 Loaner Chrysler Low Line (Up to $35 per day)
95-40-01-42 Loaner Chrysler High Line (Up to $40 per day)
95-40-01-40 Loaner Competitive make vehicles (Up to $20 per day)

The Alternate Transportation rental agency rates noted above may include ta xes or fees. The dealer or the
customer is responsible for any upgrade cost

For a current list of vehicles categorized as Low Line, High Line , go to eFiles > Mopar Technica l Service >
Warranty Communi ca tion s> Loaner Vehicle (Low Line I High Line/ Compettfive).
The VIN of the vehicle provided, the number of rental days and total Alternate Transportation expense is
required before the claim can be processed.

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

•
•
•

Final rental invoice
Copy of th e part order detail screen
Copy of the customer's Repair Order (RO) - includes customer pay Mopar (M) I 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
Enterthe part number at no cost and mark as the failed part
Enter a second parts line using OOOOOONPN at$1 .00
Enterthe appropriate Labor Op at N/ C
Use the 85-LO-AN-OO process for Backorder part situation as stated above
Enterthe appropriate Alternate Transportation Loaner LOP from the Special Service Tab reference
above (95-40-xx-xx)

CHRYSLER GROUP LLC

ADDITIONAL INFORMATION:
VOR Backup Information
To support that a part was ordered as Order Type : Special - S (Special Handling/VOR) the below sample is the
DealerCONNECT parts order detail screen with the areas identified for review by the Warranty Contact Center.
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Order numbers that start
with a 'S' are VOR
orders.

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Please ensure that all affected dealership personnel are aware of this bulletin.

WARRANTY OPERATIONS
Chrysler Group LLC reserves the nght to change any or all of the ru les set forth in the Dealer Policy Manual and the Warranty Administration Manual by means of Wa rranty Bu lletins and
also by making the amended man ual available to you on DealerCONNECT.