WARRANTY OPERATIONS NEWSLETTER
VOLUME 6, ISSUE 5

Published June 24, 2020

UPDATE FROM WARRANTY OPERATIONS
Hello Team,
We are halfway through 2020 which is a great time to briefly pause and reflect on what we have accomplished this
year despite the challenges that we faced. You should be proud of the work that you and your teams put in to
rapidly implement flexible options to meet the needs of your customers. It is also important to use this time to learn
from what we went through to help plan for the future – both what went well and what could use improvement.
If we look back on FFV, we see that one year ago FFV Year-to-Date (YTD) was 91.0%, and our current FFV YTD is
91.9%. While the June FFV score is down from the highs we saw in April and May this year, we must appreciate the
accomplishment of the year-over-year growth. It has been a difficult first half to the year, and we understand the
hard work required to achieve these results. By continuing to utilize the flexibility of SmartWarranty, as well as the
tools available including Service Library Service History, Tech2Tech Forum, and MasterTech app, we know that
future FFV scores will continue to rise.
Thank you,
Jim Sassorossi
Director – Dealer Support & Warranty Operations

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

FFV – Year to Date: 91.9%
April
92.6%

May
93.0%

June (As of 6/22)
91.8%

WARRANTY OPERATIONS NEWSLETTER
VOLUME 6, ISSUE 5

Top Ten Chargeback Reasons
Unfortunately, we all get comfortable in our day
to day duties, and begin to forget the
importance
of following
policies
and
procedures. As a reminder, dealers should be
performing internal reviews of their ROs and

records to ensure that their ROs have the
information necessary to support the request
for payment. A simple way to ensure your
records are complete is to follow the Claim
Analysis Process found in your POPPS report.

Top ten areas to make sure you have correct support:






Claim Alterations
Add On Operations
Unsupported Sublet Repairs
Required Specs Not Recorded
Missing Claims

The ten areas are not the only areas your
dealership should be reviewing. These are the
top ten areas that the FCA Audit department







Tech Notes Do Not Support Repair
Duplications/Shop Comebacks
Non Warranty Item
Labor Not Supported
Overcharges

continues to find missing support and causes
the largest charge backs when completing an
audit.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 6, ISSUE 5

2019 - 2021 Model Years – Compass (MP) Key Fob Coin Battery
Replacement
This is an MP keyfob. Carving exists.

MP Keyfob lower housing has a carving around
the Jeep badge that differentiates it from Jeep
Grand Cherokee keyfob. (No carving exists
means keyfob does not belong to a Compass)
Follow and verify the below steps before
determining to service a key fob coin battery.

This is NOT an MP keyfob. No carving exists.

1.

Check the vehicle Cluster for the “Low
Battery” message and Active DTC “RKE
Fob Battery Low”. See screen shot
below. Do you see this message?
If YES, Replace coin battery.
If NO, go to next step.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 6, ISSUE 5

2. If vehicle is equipped with remote start
feature, check Remote Start Antenna
Module
wiring
and
verify
the
connections are established to the
RFHUB. Visually inspect the remote start
antenna module for any damage, and/or
for a poor crimp on the wires. Is there
trouble found per service procedure
guidelines?
If YES, please replace the antenna and
verify keyfob range.
If NO, continue with next step.
3. Has the vehicle reached 12 Months of
Service?

If NO, replace the keyfob and do not
service the coin battery. Ship keyfob to
FCA Warranty Center.
If YES, continue.
IMPORTANT NOTE:
DO NOT SERVICE COIN BATTERY FOR
VEHICLES LESS THAN 12 MONTHS IN
SERVICE.
4. Is the coin battery properly installed and
seated? See examples below.
If YES, continue servicing the coin
battery with a new coin battery.
If NO, remove the coin battery and place
it into the key fob correctly. Check for
functionality.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 6, ISSUE 5

MP - Proper Battery Placement
(Battery + sign facing down)

MP - Incorrect Battery Placement
(Battery Upside Down)

2019 - 2021 Model Years – Compass (MP) Key Fob
If you are presented with a vehicle that only one
key will start the unit and the other key will not,
first try to program the inactive Key FOB. If it
will not program, that means it has already been
programmed to another unit that may still reside
at the dealership. Of course this means there
will be another vehicle with the same issue as
the keys have become mixed up.
Recently the Material Return Center has

received Key FOBs that have been identified by
the key serial number as being programmed to
another vehicle at the same dealership. If this
occurs at your dealership do not file a warranty
claim for a new Key FOB, as mixing up keys is
not a defect in material or workmanship. Any
keys returned that are coded to another vehicle
other than the vehicle on the warranty claim will
be charged back to the dealership.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 6, ISSUE 5

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
D-20-10

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
(X88) Active Head Restraint – Select 2014 - 2015 Dodge
Durango (WD)

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

06/10/2020

65818