VOLVO CAR

SERVICE AND PARTS BUSINESS

Service Manager Bulletin
TITLE:

Technical Help Desk Diagnostic Operations
GROUP:

NO:

00

424

ISSUING DEPARTMENT:

United States and Canada

REFERENCE BULLETINS:

TJ20278, CPI 19-2016
Service Personnel:
Read and initial

CAR MARKET:

SERVICE
MANAGER

SERVICE
WRITER

ISSUE DATE:

STATUS DATE:

2016-09-26

2016-09-26

WARRANTY
ADMINISTRATOR

Page 1 of 2
“Right first time in Time”

While performing repairs, on vehicles covered by Volvo’s New Vehicle Warranty, the Technical Help
Desk (THD) may support the dealer by providing a specific diagnostic labor operation. This will aid the
Warranty Administrator when claiming reimbursement for diagnostic labor while not adversely affecting
the dealers General Operation Index.
The design of the program is built around the fact the THD has worked throughout the repair with the
technician, therefore, the THD may offer one of the following operations listed below.
The following Technical Help Desk labor operations may be provided:
•
•
•
•
•
•

08080
08081
08082
08083
08084
08085

Diagnostic Labor Op 1 hour
Diagnostic Labor Op 2 hours
Diagnostic Labor Op 3 hours
Diagnostic Labor Op 4 hours
Diagnostic Labor Op 5 hours
Diagnostic Labor Op 6 hours

These operations can be claimed as follows:
•
•
•
•

As a sub operation on a regular warranty claim.
May only be used as a standalone operation on a separate claim when it is used as a supplement for a
Quality Bulletin (QB) action.
For additional time provided by the Technical Help Desk needed as a supplement for a QB action (at
the discretion of the THD).
Only one Technical Help Desk operation is allowed. Any additional general operation time requested
must be reviewed with your Aftersales Market Manager per the current General Operation Policy
requirements.
Produced in the USA and available as an electronic document. Hard copy documents are printed in USA on recycled paper containing
a minimum of 50% wastepaper and 10% post-consumer waste.
© 2016 VOLVO CAR USA, LLC

Service Manager Bulletin 00-424
****The Technical help desk case number is mandatory and must be provided on the warranty claim.
(Not required for operation 08088). It should either be entered in the authorization/prior approval field
when the field is empty, if that field is not available it must be provide in the repair text****
The Technical Help Desk case should be closed by the dealer prior to claim submission. Claim
submission for these operations when there is an open Technical Information Exchange (TIE) case may
result in non-payment. Under no circumstances should a technician be directed to create a TIE case post
repair to ask for a diagnostic labor operation:
•
•

When it was not initially offered by the THD
THD was not involved with the Tech during the repair. *(See note)

*NOTE: To simplify the process for those repairs that do not require THD assistance, the following
specific operation can be claimed for repairs when the THD was not involved during the repair for
software and/or diagnostic time up to 2 hours. This operation number does not require THD or
Aftersales Market Manager (AMM) approval. No THD case number is required when submitting this
op for payment.
•

08088 SW/Diagnostic Labor Op 2 hours

Labor is required to be supported by a separate punch time. All punch time for the entire claim is
subject to audit requirements.
Please reference: Technical Journal 20278 & Claims Processing Information (CPI) 19-2016 for
additional information.

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2016-09-26