VOLVO CAR

SERVICE AND PARTS BUSINESS

Service Manager Bulletin
TITLE:

MY2020 & MY2021 T8 and Polestar Engineered Recharge Premium
Customer Experience Program
GROUP:

NO:

ISSUING DEPARTMENT:

CAR MARKET:

00

339

Warranty

United States

REVISIONS:

ISSUE DATE:

STATUS DATE:

2020-09-25

2020-09-25

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“Right first time in Time”
THE MY2020 & MY2021 S60/V60, S90, XC60, XC90 T8 & POLESTAR ENGINEERED
RECHARGE PREMIUM CUSTOMER EXPERIENCE PROGRAM
PROGRAM OFFER
To empower Volvo retailers to provide a superior customer experience to owners of Volvo’s T8 and
Polestar Engineered Recharge vehicles, VCUSA Quality announces the MY2020 & MY2021 T8 and
Polestar Engineered Recharge Premium Customer Experience Program. This program will now
provide Volvo retailers additional latitude, to proactively address non-warranty customer concerns in
an expeditious manner. The ownership experience should never be compromised due to a customer
inconvenience. In an effort to help support an enhanced customer ownership experience, Volvo retailers
will now have the ability to self-authorize goodwill claims (1 time only per VIN) for owners of the
MY2020 & MY2021 S60/V60, S90, XC60, XC90 T8 and Polestar Engineered Recharge vehicles.
This program will be effective as of October 1, 2020 on all MY2020 and MY2021 S60/V60, S90, XC60,
XC90 T8 and Polestar Engineered Recharge models with customer retail dates between October 1, 2020
– December 31, 2020. Coverage will be for a period of 3-months from customer delivery. The program
will expire on April 1, 2021.
Note: Only customer purchased or leased vehicles are eligible.
With 2/3rds of all T8 model sales being retail purchases this Goodwill gesture should be primarily
focused on the customer rather than the vehicle. Volvo Accessories is an excellent option to allow
customers to further personalize their new vehicle purchase. To further support this Volvo retailers
will have the added ability to self-authorize up to $750 towards the purchase and installation of Volvo
Accessories.

Produced and printed in the USA and available as an electronic document.
© 2020 VOLVO CAR USA, LLC

Service Manager Bulletin 00-339
PROGRAM HIGHLIGHTS
• Dealer’s discretion to use for Non-Warranty concerns up to 3 months from the vehicles original retail
date
• Retailer ability to offer GW to eligible customers “on the spot “
• Up to $750 per eligible vehicle with no AMM Authorization required (only 1 time per VIN)
• An allowance of up to $750 for the purchase and installation of Volvo Accessories
or
• Up to $500 to reimburse or compensate the customer for anything from, but not limited to the
following examples, based on the situation, customer and regional needs.
- lease payments
- offset the cost of the purchase & installation of a home charging station (ChargePoint is Volvo’s
preferred vendor)
- gift cards for dining at Ruths Chris or other local premium restaurants
- gift cards for Tiffany’s, premium hotels or theme parks
- the purchase of a VIP contract (excluding Florida)
- the purchase of a PPM contract
PROGRAM GUIDELINES
• Up to $750 retailer self-authorized spending towards the purchase and installation of Volvo
Accessories *
• Up to $500 towards all other compensation gestures * (see exclusions listed below)
• Submit “05” Goodwill Claim type with CE authorization code followed by the last 4 digits of the
VIN. (Example: CE0954)
• Effective for the first 3 months from the vehicles original retail delivery.
• T8 Recharge and Polestar Engineered models with original retail delivery dates between October 1,
2020 and December 31, 2020. (Expires April 1, 2021)
• Applicable for customer purchased or leased vehicles (not for loaners or vehicles in inventory)
• Applicable 1 time per VIN*.
• For use only following a precipitating moment of customer inconvenience, regardless of fault.
• The Goodwill gesture should be more focused on the customer than the vehicle.
• R.O text must include a description of the dissatisfier and the resulting actions taken.
• Receipts must to be kept and available upon request.
• The Retailer is the best judge of what the proper gesture is in-the-moment; as long as the $750/$500
limits are not spent on noted exclusions, the claim will be paid.
• Instances of program abuse can result in suspension from the program.
*Only 1 offer per VIN, combining an accessory offer with any other compensation gesture is not allowed.
EXAMPLES OF CUSTOMER DISSATISFIERS:
• Problems or concerns with vehicle during or after the delivery process
• Interior and exterior equipment not meeting customer expectations
• Damage to a tire or rim
• Surface issues, windshield chips or scratches
• Limitation of range while under electric power
• Other (at the retailer’s discretion)
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2020-09-25

Service Manager Bulletin 00-339
EXCLUSIONS
• Discounting on Sales in any way
• Pre-Paid Cash Cards – Visa, MasterCard, AMEX
• Loyalty- Repeat Customer Thank-You Gift
• Coverage of non-Volvo Parts / Accessories
• Offset payments for Trade-Assists or Buyback situations
• Non-Volvo Branded Assurance Products
• Combining offers (Accessories and other compensation options)
Note: Gift Cards for products and services are acceptable (Max $500)
RETAILER RESPONSIBILITY
It is the servicing retailer’s responsibility to confirm vehicle eligibility under the Program as outlined
in this bulletin before any goodwill offer is made to the customer. (Specific models, vehicle age, max
allowance and only 1 claim per VIN)
The retailer must confirm the vehicles in service date and vehicle claim history to ensure no previous
customer experience goodwill has previously been honored.
CLAIM REIMBURSEMENT & SUBMISSION PROCEDURES
Volvo Car USA, LLC will process claims for the MY2020 & MY2021 T8 and Polestar Engineered
Recharge Premium Customer Experience Program through the Warranty Processing system. The
LONG FORM application will be utilized for all claims. The applicable claim type and specific sublet
operation are provided below.
CLAIM SUBMISSION
Long Form Claim
Claim type: 05
Cause Code: 98
Symptom Code: 1C
Prior Approval Authorization Prefix: CE followed by the last 4 digits of the VIN.*
Sublet Operation Number: 07016**
Sublet Amount: Up to $750.00***
* Retailers are not required to generate a prior approval authorization code via the Volvo Retailer Portal.
** Only the specific Sublet operation number provided can be submitted.
*** Sublet amount claimed must be equal to the goodwill offer made and within the max allowed.

Note: Claims submitted under this Goodwill Policy will not be eligible for the 10% sublet mark up.
Program spending will be reviewed on a weekly basis to identify major dissatisfiers and program usage.
All claims are subject to Audit. Instances of program abuse may result in suspension from the program
and claim rejection if outside the program parameters outlined.

2020-09-25

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