NHTSA ID Number: 10146561
Manufacturer Communication Number: M010603
TSB/Document Date: 2018-11-05
Summary
MINI ""Enhanced"" Dealer Self-Authorized (DSA) Goodwill Program This Service Information bulletin supersedes SI M01 06 03 dated October 2016. INFORMATION The ""Enhanced"" Dealer Self-Authorized (DSA) Goodwill Program : Provides the top level (Tier 1) expanded benefits for qualifying dealers And for Tier 1 and Tier 2 dealers: The Mileage limit was increased to 110,000 from 96,000 for Tier 1 and Tier 2 dealers. The Dealer Self-Authorized Goodwill Program (DSA) provides your dealer with a tool to build and maintain customer confidence with the MINI brand during difficult situations. The objective is to exceed your customers' expectations, increase their satisfaction, and maintain product loyalty, leading to repeat sales. This program does not replace the existing Regional Field Authorization (FAS) Goodwill process. Instead, it offers you an opportunity to make a customer goodwill decision ""on-the-spot"" without the need to obtain prior approval from MINI USA. This gives your dealer a greater opportunity to deliver on the program's objective. DSA Goodwill Considerations When determining whether to offer goodwill assistance to your customer, the following factors are to be considered: Cost of the repair Condition of the vehicle Has the vehicle been properly maintained at a MINI dealer? Does the customer currently own multiple MINI vehicles, or has he or she owned a MINI vehicle previously? Would, or did, the customer endure an unusual hardship? Would investing in your customer keep him or her in the MINI brand? What is the elapsed time and/or mileage since the applicable vehicle coverage expired? Customer assistance through ""DSA Goodwill"" is discretionary and not an obligation; the decision to provide assistance requires careful evaluation of the customer's situation and circumstance."
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SI M01 06 03
Warranties
February 2017
Technical Service
MINI “Enhanced” Dealer Self-Authorized (DSA) Goodwill
Program
This Service Information bulletin supersedes SI M01 06 03 dated October 2016.
MODEL
All
INFORMATION
The “Enhanced” Dealer Self-Authorized (DSA) Goodwill Program :
z
Provides the top level (Tier 1) expanded benefits for qualifying dealers
And for Tier 1 and Tier 2 dealers:
z
The Mileage limit was increased to 110,000 from 96,000 for Tier 1 and Tier 2 dealers.
The Dealer Self-Authorized Goodwill Program (DSA) provides your dealer with a tool to build and
maintain customer confidence with the MINI brand during difficult situations. The objective is to
exceed your customers’ expectations, increase their satisfaction, and maintain product loyalty,
leading to repeat sales.
This program does not replace the existing Regional Field Authorization (FAS) Goodwill process.
Instead, it offers you an opportunity to make a customer goodwill decision “on-the-spot” without the
need to obtain prior approval from MINI USA. This gives your dealer a greater opportunity to
deliver on the program’s objective.
DSA Goodwill Considerations
When determining whether to offer goodwill assistance to your customer, the following factors are
to be considered:
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Cost of the repair
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Condition of the vehicle
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Has the vehicle been properly maintained at a MINI dealer?
z
Does the customer currently own multiple MINI vehicles, or has he or she owned a MINI
vehicle previously?
z
Would, or did, the customer endure an unusual hardship?
z
Would investing in your customer keep him or her in the MINI brand?
z
What is the elapsed time and/or mileage since the applicable vehicle coverage expired?
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Customer assistance through “DSA Goodwill” is discretionary and not an obligation; the decision to
provide assistance requires careful evaluation of the customer’s situation and circumstance.
ELIGIBLE VEHICLES
US-specification MINI vehicles:
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Distributed in the United States (including Puerto Rico) by MINI USA, a division of BMW of
North America, LLC (“MINI USA”), or those
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Sold through a “Military Sales” programs, that are now
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Registered and currently being operated in the United States or Puerto Rico
PROCEDURE
DSA TIME AND MILEAGE LIMITS
As determined by the vehicle’s original in-service date:
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Up to 8 years (96 months); and/or
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Up to 110,000 miles, whichever occurs first
Vehicles with a Demo Extension receive no additional coverage beyond Dealer Self-Authorized
(DSA) Program time and mileage limits.
“Tier 1 and Tier 2 DSA” Criteria, program Guidelines and Exclusions*
*See the “DSA Tier Evaluation and Assignment by Quarter” Information listed below.
DSA GUIDELINE CLARIFICATIONS
Tier 1 DSA – Repair cost
$10,000 or less per repair line item is prior to any participation (DSA GW/Dealer/Customer).
Tier 1 DSA – MINI Maintenance Program
DSA is allowable up to six (6) months after the expiration of the “standard” 3 year (36
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month)/36,000 mile maintenance program that applies to the vehicle.
DSA cannot be used to extend the MPU coverage.
Tier 2 DSA – Repair cost only
$6,000 or less per repair line item is prior to any participation (DSA GW/Dealer/Customer).
OTHER DSA REQUIREMENTS
Additionally, the vehicle cannot have any active warranty or other program coverage that applies to
the repair or item being claimed, for example:
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MINI New Passenger Car Limited Warranty
z
Type 2 and Type 3 Parts Warranty claims
z
Demo Extension Warranty
z
Emission Warranties
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MINI NEXT Certified Pre-Owned Limited Warranty
z
Extended Motorer Protection programs
z
MINI Roadside Assistance Program coverage including towing
Note: Any Self-Authorized claim submissions with repair dates prior to July 1, 2015 do not count
against your eligible submission allowance under the “Enhanced” DSA Program.
DSA Tier Evaluation and Assignment by Quarter
January 16, 2017: First Quarter Tier Evaluation and Assignments
A. Dealers less than 110% of the Regional Average that have an YTD CSI score greater than
94.8 and a favorable Trade Assist / Buyback vehicles evaluation rating will be assigned to
Tier 1..
B. Dealers less than 110% of the Regional Average that have an YTD CSI score of 94.8 and
lower and/or an unfavorable Trade Assist / Buyback vehicles evaluation rating will be
assigned to Tier 2.
C. Dealers greater than 110% of the Regional Average will be assigned toTier 2.
D. Dealers greater than 150% of the Regional Average will be assigned to Tier 3.
Tier 3 Dealers
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Suspension from DSA Program
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All goodwill requests are to be “FAS” authorizations
z
Coaching to reach Tier 1 or 2 DSA through the use of Action Plans
Important Note: Dealers percentage is based off Average Goodwill Cost (Combined Cost
FAS / DSA per unique VIN) from the November 2016 Goodwill Measurement Tool compared
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to the Regional Average.
April 17, 2017: Second Quarter Tier Evaluation and Assignments
A. Dealers less than 110% of the Regional Average that have an YTD CSI score greater than
94.8 and a favorable Trade Assist / Buyback vehicles evaluation rating will be assigned to
Tier 1.
B. Dealers less than 110% of the Regional Average that have an YTD CSI score of 94.8 and
lower and/or an unfavorable Trade Assist / Buyback vehicles evaluation rating will be
assigned toTier 2.
C. Dealers greater than 110% of the Regional Average will be assigned to.Tier 2.
D. Dealers greater than 150% of the Regional Average will be assigned to Tier 3. Tier 3.
Tier 3 Dealers
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Suspension from DSA Program
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All goodwill requests are to be “FAS” authorizations
z
Coaching to reach Tier 1 or 2 DSA through the use of Action Plans
Important Note: Dealers percentage is based off December 2015 – May 2016 Average
Goodwill Cost (Combined Cost FAS / DSA per unique VIN) from the Goodwill Measurement
Tool compared to the Regional Average.
July 17, 2017: Third Quarter Tier Evaluation and Assignments
A. Dealers less than 110% of the Regional Average that have an YTD CSI score greater than
94.8 and a favorable Trade Assist / Buyback vehicles evaluation rating will be assigned to
the Tier 1.
B. Dealers less than 110% of the Regional Average that have an YTD CSI score of 94.8 and
lower and/or an unfavorable Trade Assist / Buyback vehicles evaluation rating will be
assigned to Tier 2.
C. Dealers greater than 110% of the Regional Average will be assigned to Tier 2.
D. Dealers greater than 150% of the Regional Average will be assigned to Tier 3.
Tier 3 Dealers
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Suspension from DSA Program
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All goodwill requests are to be “FAS” authorizations
z
Coaching to reach Tier 1or 2 DSA through the use of Action Plans
Important Note: Dealers percentage is based off Average Goodwill Cost (Combined Cost
FAS / DSA per unique VIN) from the May 2017 Goodwill Measurement Tool compared to the
Regional Average.
DSA GOODWILL PARTICIPATION MATRIX (VEHICLE AGE AND MILEAGE)
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October 16, 2017: Fourth Quarter Tier Evaluation and Assignments
A. Dealers less than 110% of the Regional Average that have an YTD CSI score greater than
94.8 and a favorable Trade Assist / Buyback vehicles evaluation rating will be assigned to
the Tier 1.
B. Dealers less than 110% of the Regional Average that have an YTD CSI score of 94.8 and
lower and/or an unfavorable Trade Assist / Buyback vehicles evaluation rating will be
assigned to Tier 2.
C. Dealers greater than 110% of the Regional Average will be assigned to Tier 2.
D. Dealers greater than 150% of the Regional Average will be assigned to Tier 3.
Tier 3 Dealers
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Suspension from DSA Program
z
All goodwill requests are to be “FAS” authorizations
z
Coaching to reach Tier 1or 2 DSA through the use of Action Plans
Important Note: Dealers percentage is based off Average Goodwill Cost (Combined Cost
FAS / DSA per unique VIN) from the August 2017 Goodwill Measurement Tool compared to
the Regional Average.
DSA Goodwill Participation Matrix (Vehicle Age and Mileage)
MINI USA’s goodwill participation (coverage percentage) is determined by the sliding scale above by applying the vehicle’s current age (months) and mileage (this is also provided as an
attachment.).
Attention: The vehicle’s current age is now calculated and displayed for you in the
DCSnet Warranty Vehicle Inquiry in the “Warranty/Maintenance Programs/Contract Services
(Administered by BMW NA)” section under the column heading “Current Age (Mth).”
Goodwill participation can be offered up to and including a vehicle’s “covered percentage” for labor,
parts and sublet (together equally or individually varying).
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The goodwill participation must be noted on the repair order and the claim comments.
Repair Order Invoicing
Reimbursement for Dealer Self-Authorized (DSA) Goodwill repairs is at your dealer’s established
warranty rates unless otherwise required by state law.
The “entire” repair is to be invoiced at the “applicable rates” when MINI USA is paying for any
portion of a repair.
Note: Any remaining “customer portion” of the repair must also be charged at “applicable
rates.”
Rental Car (Effective with “rental” agreements dated on or after September 5, 2016)
If alternate transportation is needed, please provide the customer with a vehicle through one of our
preferred third-party rental car providers (Hertz or Enterprise).
Invoice the allowable rental car expenses (Excluding fuel) as a separate line item on the repair
order as outlined below.
MINI will reimburse the following for a:
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MINI rental vehicle: Up to $53.00 a day; plus the
z
Market surcharge (if applicable); plus the
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CDW* (Collision Damage Waiver) protection - when the rental vehicle agreement “signee”
accepts this “optional” coverage; plus the
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Taxes
Or, for a:
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Non-MINI rental vehicle: Up to $33.00 a day; plus the
z
Market surcharge (if applicable); plus the
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CDW* (Collision Damage Waiver) protection - when the rental vehicle agreement “signee”
accepts this “optional” coverage; plus the
z
Taxes
Rental Vehicle Expense Invoicing - Required Information for Claim Submission
In order to be reimbursed your dealer for the above, you must itemize the rental car invoice in the
claim comments, please ensure that you include the following information:
Rental Vehicle Invoice - Line
items
Required Information to provide
Brand of rental vehicle in use
MINI or Non-MINI Vehicle - Model description
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Rental period
Total number of days
Market surcharge (If applicable)
Cost per day and the total amount
CDW* (Collision Damage Waiver)
Cost per day and the total amount
Taxes
Total amount
Attention: This means MINI will only reimburse the cost of the applicable Collision
Damage Waiver (CDW)* protection the rental vehicle agreement “signee” accepted.
*Note: The Collision Damage Waiver (CDW), this may also be referred to as the Loss
Damage Waiver (LDW) or the Physical Damage Waiver (PDW).
Other Optional Protection/Insurance Coverage
If your customer wants to obtain other optional protection or insurance coverage, for example:
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SLP/SLI/LIS (Supplemental Liability Protection or Insurance/Liability Insurance Supplement);
and/or
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PAI (Personal Accident Insurance); and/or
z
PEC (Personal Effects Coverage);
The cost of this “optional coverage” would be at his or her expense.
Sublet Reimbursement Items
Claim the sublet item(s) at “100 percent” and then select and apply the applicable “Matrix
Percentage” in DCSnet for claim submission.
GOODWILL USAGE, SELF-MONITORING, AND MANAGEMENT
It is important that all dealers use DSA and FAS Goodwill in a consistent manner, especially
relating to frequency.
It is strongly recommended that each dealer regularly monitor their goodwill usage against their
area and region by utilizing the “Goodwill Measurement Tool” report that is located in the DCSnet
“WHAT.”
CLAIM INFORMATION
The DSA repair line item(s) on the repair order and the customer invoice must state goodwill was
provided to the customer.
It’s also recommended to also include a detailed explanation and the reason why the goodwill was
provided to the customer.
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Reimbursement for a DSA claim will be via normal claim entry utilizing the following information:
Select and enter the applicable defect code’s first eight numbers. The process is completed by
entering “SA” in the 9th and 10th position of the defect code as the vendor code.
Defect Code:
MG SG ## ## SA*
DSA Self-Authorized Goodwill
All Dealer Self-Authorized (DCA) Goodwill claims must be submitted via the Dealer
Communication System (DCSnet) utilizing the existing Self-Authorization system.
After selecting the Self-Authorization button, the page will expand to allow for entry of the
Participation Amounts. An Authorization Number will be obtained automatically upon “Save.”
These claims do not require the involvement of your Aftersales Area Manager or the use of the
Field Authorization System.
Claims denied by MINI USA can be appealed; however, they are not eligible for consideration
under the Field Authorization System.
*Corresponding Defect Code: Main Group (MG) number, Sub Group (SG) number, SA (SelfAuthorization).
ATTACHMENTS
View PDF attachment M010603_MINI_DSA_TENT Card.
[ Copyright ©2017 BMW of North America, Inc. ]
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