WARRANTY OPERATIONS NEWSLETTER
VOLUME 6, ISSUE 4

Published May 28, 2020

UPDATE FROM WARRANTY OPERATIONS
Hello Team,
As we continue to operate in the current COVID-19 environment, it is critical that the focus remains on making sure
that customers feel 100% safe and confident in the operations that you have in place. We have been seeing an
improvement in FFV which indicates that you are spending the time to fully understand the issues customers are
facing and are taking the proper steps to remedy them in an efficient and timely manner.
Your ability to work through these adverse times and deliver increased FFV is impressive. As parts of the country
continue to open and service lane traffic starts to rise, now is the time to make sure the policies and procedures you
have implemented remain in place for the long term. Please continue to take advantage of the SmartWarranty
policies that allow you the freedom to run your shop efficiently to make sure that the recent FFV improvements are
not temporary, but rather just the beginning of higher FFV levels that you can achieve.
Thank you,
Jim Sassorossi
Director – Dealer Support & Warranty Operations

FIXED FIRST VISIT IMPROVEMENT
AVERAGES for U.S. DEALERS:

FFV – Year to Date: 91.9%
March
91.9%

April
92.6%

May (As of 5/26)
93.1%

WARRANTY OPERATIONS NEWSLETTER
VOLUME 6, ISSUE 4

Warranty Contact Center Temporary Work Structure
With our current temporary work structure, we
know it may not be easy getting a hold of a
dealer's primary source of contact regarding
claims processing. Please contact the Warranty
Hotline or Live Chat if you have any questions or
concerns related to specific claim reviews.

Please make sure you have your VIN, Dealer
Code, and Claim Number readily available. We
will work diligently to make sure your questions
are being routed to the appropriate points of
contact so we may provide you with the
assistance required.

D-20-08 Addition of 2.4L Multiair Engines to the Powertrain
Service Center (PTSC) Pre-Authorization Program
As announced in Warranty Bulletin D-20-08, to
assist with diagnosing potential oil consumption
concerns on 2.4L Multiair Engines, a new oil
consumption test (Service Bulletin 09-006-12)
was released on May 18, 2020. To support the
proper implementation of this new test, all 2.4L
Multiair Engines were added to the Powertrain
Service Center (PTSC) process for all dealers
beginning May 18, 2020.

To help in efficient processing when submitting
a PTSC digital imaging request for an oil
consumption concern, please include the
following: a copy of the repair order,
maintenance
records,
oil
consumption
documentation,
serial
number,
and
Repair/Replace Worksheet.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 6, ISSUE 4

2018 and Newer – JC, JL, JT, KL, LA, LD, LX, MP, RU, WD, WK P0513-INVALID SKIM KEY Service Diagnostics Procedure Update
A service diagnostics procedure update is now
available on ALL Chrysler, Dodge and Jeep
models with an active DTC status P0513INVALID SKIM KEY after a PCM recall for
software re-flash, or PCM replacements.
The update to the service diagnostic procedure
added a missing step, PERFORM THE PCM
REPLACED PROCEDURE. This Procedure is
required to ensure the “seed request” in the
PCM is correct, valid and matched for the RF
Hub Module. The “Seed request” is a handshake
involving PCM, BCM and RF Hub Module
security codes. The PCM requests the security
code from the BCM and ensures they match to
start the vehicle. When this DTC is set active,
that means the PCM, after a reflash or
replacement, was defaulted and doesn't have
the proper security code installed so the match
is always negative, once we do the “PCM
replacement routine”, the PCM restores the
actual security code and Key Fobs will work
and the vehicle will start and the DTC will go to
stored. Service Library has been updated with
the below procedures.

Re-Flash Programming Procedure:
1. Connect a battery charger to the vehicle.
2. Connect the scan tool.
3. Ignition should be in RUN position. (do not
start the vehicle)
4. Manually enter the VIN in wiTECH to identify
what vehicle you are working on.
5. Flash the PCM software.
6. Perform the “Proxy Configuration Alignment”
located under the Guided Diagnostics menu
in the activities section of the left margin.
If the PCM has been replaced:
1. Select and run the “PCM/ECM/ESL replace”
routine under the BCM “Misc. Functions”
menu. Verify that the PCM states
programmed after it transfers the
immobilizer data.
2. Run the “Proxy Configuration Alignment”
once again to verify no misalignments.
3. Perform the Learn Electronic Throttle
Control (ETC) routine under PCM Misc.
Functions.
4. Erase any DTCs.
5. Road test the vehicle.
6. Check for and correct any DTCs.
7. Programming is complete.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 6, ISSUE 4

New Heat Tabs on Engines and Intake Manifold Replacement
Guidelines
HEAT TABS
All Remanufactured Engines are equipped with
Heat Tabs. Heat tabs can be found on the back
of heads and in a core cup plug. If heat tabs are
white, then the engine has not been over
heated. If the heat tabs are pink, the engine
coolant temp has reached 255°F. If the heat
tabs are red, the engine coolant temp has
exceeded 255°F. This will cause the heads to
warp and leak coolant. Examples of heat tabs
are below. The root cause of the overheat
condition must be addressed. Engines only

overheat from a lack of coolant which causes
the heads to warp. The cause of the overheat
condition must be identified. If the component
is not covered by a warranty, then the
overheated engine cannot be claimed as a
warrantable repair.
Also, a non-covered
component that causes a covered component
to fail, will cause the covered component to no
longer be covered. Engines returned with
indications of an overheat may be charged back
in full.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 6, ISSUE 4
INTAKE MANIFOLD REPLACEMENT
If an engine suffered a catastrophic failure and is
equipped with a plastic intake manifold, the intake
manifold must be replaced during engine
replacement. Remanufactured engines come
with protective intake port warning tape (see
below) that advises of this requirement. Engines

returned with debris in the combustion chambers
from a previous engine replacement may be
charged back in full for failing to install a new
intake manifold during the first replacement.

A/C Documentation
In a recent review of Trouble Not Found A/C
repairs, a common theme was found. The
customer concern was "A/C is not cool" with a
technician response of "A/C working". To help
improve customer service, the "A/C Performance
Worksheet" was developed and is now available
on DealerCONNECT. The worksheet will help
provide details related to A/C performance that
are measurable, rather that objective. The goal is

to be able to provide a customer with what the
system is capable of and the actual performance.
The path to the worksheet is: DealerCONNECT>
Service>Repair Information>Warranty Diagnostic
Check Sheets>A/C Performance Worksheet.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 6, ISSUE 4

2020 Warranty Bulletin Highlights
Bulletin #

Subject

D-20-01

Automatic Labor Rate Increase (ALRI) 2020

D-20-02

DIPAP Requirements – Addition of Jeep Wrangler (JL/JK)
and Jeep Gladiator (JT) Hard Top and Targa Top Panel
Replacements – All Dealers
Suspension of Operations at QEC Part Return Center
and Part Chargebacks – Excluding Core Returns (Rev. A)
Temporary Warranty Policy Adjustments

D-20-03
D-20-04
D-20-05

D-20-06
D-20-07
D-20-08

D-20-09

Jeep Gladiator (JT) - All Models and Model Years
Equipped With Truck Hero, Inc. Mopar Components Warranty Coverage
Recall W25 – Time Punching Exemption
Ram Pickup (DS/DJ/D2) Mopar Truck Hero, Inc. Soft
Tonneau Covers – Warranty Coverage
Addition of 2.4L Multiair Engines to the Powertrain
Service Center (PTSC) Pre-Authorization Program – ALL
DEALERS
Activation of Operations at QEC Part Return Center

Release Date

DCMail ID#

01/29/2020

62283

02/12/2020

62677

03/25/2020
03/31/2020

63805
64010

04/15/2020

64512

04/20/2020

64625

05/06/2020

65049

05/06/2020

65065

05/13/2020

65252