VOLVO CAR

SERVICE AND PARTS BUSINESS

Service Manager Bulletin
TITLE:

Retail Car Delivery Process MY 2016 XC90
GROUP:

NO:

ISSUING DEPARTMENT:

CAR MARKET:

17

2016

Service Operations

United States and Canada

REFERENCE BULLETINS:

TJ 29233, TJ 20278, Warranty Policy and Procedure Manual
Service Personnel:
Read and initial

SERVICE
MANAGER

SERVICE
WRITER

ISSUE DATE:

STATUS DATE:

2015-04-20

2016-09-27

WARRANTY
ADMINISTRATOR

Page 1 of 12
“Right first time in Time”

Effective with claims dated July 16, 2016, the PDS labor time allowance was increased to 1.8.
Cleaning Wiper Blades – Do not clean wiper blades with a solvent and do not remove the graphite
protection. Only gently clean wiper blades to remove any grit that may have built up while sitting in
inventory.
Note: Minimum technician level required to perform a PDS is a Volvo Certified Level.
This bulletin contains information on the following steps which make up the Retail Car Delivery Process.
• Vehicle inspection procedure (Truck Delivery)
• Pre-Delivery Service (PDS)
• Vehicle in stock maintenance
• Vehicle Delivery (Customer Delivery)
New car delivery is a crucial step in the Retail Car Delivery Process. At this point the buying experience
turns into a long-term relationship. It is the retailer’s responsibility to ensure that the car and the
experience are as enjoyable and informative as possible.
Stock Maintenance is a key element in the overall process. It is important to keep your vehicle
inventory maintained and fresh.
The following outlines the Retail Car Delivery Process (RCDP). The basic structure of the RCDP is:
1.
2.
3.
4.
5.

Truck Delivery Vehicle Inspection
Stock Maintenance - proper care and maintenance of vehicles in retailer inventory
PDS - PDS Mechanical and PDS Detail*
Delivery Agenda process with customer
Celebrate delivery of vehicle with customer and sales professional

* Do NOT wax, polish and/or apply any surface treatments to new vehicles.

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 17-2016
We encourage you to ensure that these PDS processes are fully understood and implemented. These
processes are geared towards assuring high-quality retail delivery and completely satisfied customers.
Item 1 – Truck Delivery U.S. – All vehicles must be thoroughly inspected at time of delivery by truck
to your facility. Guidance documents with instructions as to the submission and handling of claims can
be found at: www.ucmglobal.com/volvo.
For claims with incident date 1st April 2015 or after:
For questions regarding claims procedures and payments, please contact:
Unicar Claims Management
E-mail: [email protected]
Tel: + 44 (0)844 209 0850
Fax: + 44 (0)870 123 6121
For claims with incident date before 1st April 2015:
[email protected]
A facsimile of the Vehicle Inspection Walk Around sheet is attached at the end of this bulletin.
Item 1A – Transport Delivery Canada – All vehicles must be thoroughly inspected at time of delivery
to your facility.
Canadian inland damage claims
Contact phone: 1-902-465-2671
Contact fax: 1 (902) 465-4259
Email: [email protected]
Dealer actions
TIME LIMITS
• Rail claims – 4 months from date of delivery to dealer.
• Truck claims – 2 months from date of delivery.
INSPECTION – DAYTIME DELIVERIES
For daytime deliveries (when dealers are open for business), a dealer representative must inspect
vehicles for transport damage immediately upon receipt (and before the driver departs). Damages must
be coded on the trucker’s delivery receipt when he signs it. All three codes must be noted for each
damaged area (codes are listed later in this section or by calling 888-373-0330 option 2):
Code damage area
Code vehicle damage code (type of damage)
Code severity of damage

Page 2 of 12

2016-09-27

Service Manager Bulletin 17-2016
INSPECTION – NIGHT DROPS
For night drops, the dealer must inspect the vehicle on the first open business day and advise the carrier
within 48 hours from the date and time of delivery – no exceptions. You must provide:
•
•
•
•

VIN
Load number (from Hansen’s delivery receipt)
Description of damage.
All three codes for each of the damages found.

For Hansen’s – Complete Hansen’s Afterhours form and fax to (416) 293-1604 or email it to
[email protected]
Note: Refer to the Warranty Administration Manual for complete details
Item 2 – Stock Maintenance – This checklist describes activities that must be performed every 30 days
in order to keep the car in the freshest possible condition. PDS - Final/Detail should be done just prior
to delivery to the final customer.
In VIDA - Profile the vehicle:
Information
Service Programs
0 Administration
05 Transport, vehicle storage and driving regulation
Stock maintenance checklist
Print out checklist
Item 3 – PDS, Pre-Delivery Service – A process to ultimately deliver a better quality product to the end
user.
We suggest that the “technician” take ownership of the PDS to make certain the vehicle is being
inspected correctly. The technician will be responsible for the entire vehicle, the detail person
responsible for the appearance of the vehicle and the salesperson is responsible for the customer
experience. PDS should not be looked at as a fill-in job in the shop but as the first impression our
customer has when he or she purchases a Volvo.
Also note that the PDS Checklist must be signed by the Technician, Detail Person and the Salesperson
responsible for that vehicle. This will ensure that the work performed and the cleanliness of the vehicle
meet the needs and expectations of the Volvo owner. As one of the last people in the Retail Store to hand
off the new Volvo to its owner, the Salesperson must ensure the integrity of the product and make certain
all is in working order. The PDS Checklist must be attached to the R.O. and retained in the vehicle file.
The PDS Checklist must be signed by the Technician, Detail Person and
Salesperson responsible for that vehicle.
Item 4 – Customer Delivery – Delivery preparation is the first opportunity to create customer
satisfaction and customer loyalty. The objective is to deliver a new Volvo that is 100% perfect.
Reset service reminder light. It is important the customer gets a full cycle of 10,000 miles/
16,000 km or 1 year from the delivery date before the reminder light illuminates.
2016-09-27

Page 3 of 12

Service Manager Bulletin 17-2016
Delivery Phases:
ü Vehicle Preparation
ü Stage the Car
ü Demonstration of Features
ü Documentation/Owner’s Information Materials*
ü Tour Facility
ü Leather Care Wipes (for light interior cars)
* Owner’s Manual, Warranty Manual, On Call Guide, Leather Care Wipes, SiriusXM Guide and other
Owner’s Information.
The sales consultant is responsible for making the delivery of a new Volvo a well planned, memorable
event. Time and special attention must be given to the new owner, effectively communicating the
Retailer’s commitment to the customer’s complete satisfaction.
PRE-DELIVERY SERVICE (PDS) REIMBURSEMENT PROCEDURES
PDS will be paid at the time of wholesale to the wholesaling retailer. Payment will appear on the
Weekly Transaction Statement under the PDS section. Claims will be identified by the prefix “C” and
the last six digits of the VIN.
The PDS will continue to be subject to all administrative repair order requirements as outlined in the
Warranty Policy and Procedures Manual. This includes punch time verification.
Retailers that receive a vehicle from another retailer and are not the wholesaling retailer should verify
with the wholesaling retailer if the PDS has been performed. Reimbursement would have to be worked
out between the retailers directly. Claims will only be paid to the retailer identified by Volvo as the
wholesaling retailer, regardless of which retailer performs the PDS.
RETAILER ALLOWANCE for reference information
Model
XC90

Model Year
2016

Labor
1.8

Labor OP
01717-6

NOTE: Claims submitted since July 2016 have automatically been paying at the increased time
allowance of 1.8.

Page 4 of 12

2016-09-27

PRE-DELIVERY SERVICE (PDS)
MY 2016 XC90
Y V
Date Complete

Retailer Code
Stock No.

RO Number

Odometer

ALWAYS CHECK VRC2 FOR THE LATEST UPDATES

IMPORTANT: PDS CHECK SHEET MUST BE COMPLETED AND ATTACHED TO THE R.O.
PDS VEHICLE SET-UP Checklist
WARNING: Vehicle must be rinsed and loose pieces of rapgard removed prior to performing vehicle set-up.
1) VEHICLE SET-UP
Change from transport mode to normal mode using VIDA

V

Activate “Sensus Connect with Volvo On Call” using TJ 29233
Check and record battery voltage (PRINT OUT CODE AND ATTACH)
Ensure that all Recall or Service Campaign (Quality Bulletins) activities have been performed
Update vehicle to the latest Software Status as per TJ 20278
Check all fluids and fill washer fluid reservoir. Checking oil in a Drive-E engine requires the use of VIDA.

NOTE: Technician: Volvo Certified Level Required for sections 1), 2) & 3).
2) PRODUCT
Read out fault codes and take away root cause/reset according to instruction
If applicable, download latest maps through USB
All accessories/enclosed details (in e.g. glove compartment, cargo compartment) installed and functioning correctly
Hang information tags on rear view mirror
The leather care cloth is to be stored in the glove compartment
The protective gloves are to be stored in the spare wheel compartment

3) FUNCTIONAL CHECKS
Set time clock
Clean wipers and ensure smooth operation
Check central locking and alarm and Keyless function
Open and close all doors, check for cracking, noisy doorstops, smooth operation of hinges and handle
Check all seatbelts for correct operation
Check back door child safety lock operation

Mechanical and Test Drive Responsible:
Name:

Date:

Mileage In:

Mileage Out:

1

2016-09-27

PDS2016
(3/2015)

Page 5 of 12

PRE-DELIVERY SERVICE (PDS)
MY 2016 XC90
Y V
Date Complete

Retailer Code
Stock No.

RO Number

Odometer

ALWAYS CHECK VRC2 FOR THE LATEST UPDATES

IMPORTANT: PDS CHECK SHEET MUST BE COMPLETED AND ATTACHED TO THE R.O.
PDS VEHICLE SET-UP Checklist
WARNING: Vehicle must be rinsed and loose pieces of rapgard removed prior to performing vehicle set-up.
4) ON-LIFT OPERATIONS
CHECK FOR SPRING EXTENDERS / REMOVE AS REQUIRED
All models:
Remove brake rotor covers, if applicable (Note - Be careful not to damage/bend the backing plates)
Set tire pressure to correct PSI (including spare tire)
Check condition of undercarriage and lower part of bumpers and sills (damages, loose components, corrosion)
Check for presence of fluid leaks
Install front License Plate Holder (if required) in screw markings on front bumper (use the bracket matching holes, varies type to type)
Install 20 wheel caps on wheel bolts, if needed

5) TEST DRIVE

(Vehicle MUST be driven a minimum of 5 miles/8 km over a variety of road and surface conditions)

WARNING: Wear clean clothing/use a silent seat cover on drivers seat.
Check steering wheel - properly aligned and centered
Check steering for pulling or drifting
Check for unusual noises or vibrations
Check Brake Performance
Check Engine and Transmission Performance
Check climate system functions and operate and open all vents
6) AFTER TEST DRIVE
Check for DTC's using VIDA.
Check DIM for messages
Reset Service Reminder Lamp (SRL)
Mechanical and Test Drive Responsible:
Name:

Date:

Mileage In:

Mileage Out:

2

Page 6 of 12

PDS2016
(3/2015)

2016-09-27

PRE-DELIVERY SERVICE (PDS)
Y V
Retailer Code
Stock No.

RO Number

Date Complete

Odometer

ALWAYS CHECK VRC2 FOR THE LATEST UPDATES
IMPORTANT: PDS CHECK SHEET MUST BE COMPLETED AND ATTACHED TO THE R.O.

PDS Detailer Checklist

WARNING: Do NOT wax, polish or apply any surface treatments to exterior or interior of new vehicles
WARNING: Do NOT use accessories (Radio, etc.) while performing detail, as this can discharge the battery
WARNING: It's absolutely necessary to perform detailing under sufficient lighting conditions
Exterior - Prior to Delivery

Remove all rapgard and exterior trim protection (sill protection, other) or Transport Cover
Manually wash vehicle exterior including door jams and under the trunk
Clean the wiper blades with Washer solvent to remove graphite protectant
Ensure outer surface of front windshield is smooth and free of fall-out/adhesive residue/grease marks
Clean alloy wheels/tires and remove any stickers or markings
Gently dry the vehicle exterior with a clean chamois and carefully inspect for paint damages
Inspect carefully for adhesive residue from protection materials and remove (lines from rapgard edges)
NOTE: Use a clean, soft woven cloth soaked with Volvo degreaser.

Wipe down engine compartment and remove excess water from grille and hood area
Interior - Prior to Delivery

Thoroughly clean all windows, moon roof, rear view mirrors and vanity mirrors
Vacuum carpet and luggage compartment
Check upholstery, all interior surfaces and compartments (including sun visors and headliner) for marks or
fingerprints. Clean as required.
Remove protective floor covering and install floor mats/click in tabs.
Final Quality Inspection

Re-inspect complete vehicle for surface scratches, swirl marks, paint chips, finger prints.
Preferably in the delivery area where vehicle is to be delivered. Correct as required.
COMMENTS:

I certify that all operations have been completed and this vehicle has been prepared in accordance with
Volvo procedures and Quality Standards.
Detailer Signature:

Date:

Supervisor Signature:

Date:

Detailing activities are completed - Car is now handed over to sales Department for New Car Delivery.

3

2016-09-27

PDS2016
(3/2015)

Page 7 of 12

All-New XC90 Delivery Agenda
Volvo On Call (VOC)
Activation Process

Customer Name:
Date:
Time:

Complete VOC Welcome Call in car with customer

Vehicle:

Pre-Delivery
Before customer arrives, confirm the
pre-delivery service has been completed

Point out Sensus screen protector in
glove box
Assemble and review Quick Guide and
Owner’s Manual

Confirm with Service Dept. that the telematics
units was activated in VIDA (before the
customer arrives)

The delivery

Inspect vehicle condition

Reveal and check out new vehicle

SiriusXM Satellite Radio (activate subscription,
set channels)

Introduction to/Congratulations from other
retail facility personnel

Put Service Advisor business card in hang tag

Photo session (optional): Yes ___ No ___

Assemble keys and put in key box

Present gifts (optional): Yes ___ No ___

Set expectations
Welcome customer
Discuss amount of time needed for
thorough delivery, approximately 60 minutes

Review documents and
settle payment balance
Check the trade-in vehicle (verify mileage,
condition and agreed-upon equipment, and
remove personal items)
Check paperwork and obtain any additional
signatures required
Provide copies of paperwork
Confirm customer’s primary email address,