Warranty Operations Newsletter
Volume 2, Issue 1
Updates from Warranty Operations
The following articles are published to assist you with processing claims, contain valuable pieces of
general information and support for our mutual customer

Advantage of AutoPay
Since the launch of AutoPay at the end of 2015,
over 326 wiADVISOR dealers have begun taking
advantage of AutoPay and we’re receiving new
enrollment request every day!
In addition to saving time by automatically creating
and submitting warranty claims, AutoPay includes
additional features intended to streamline claim
processing. AutoPay’s swift, seamless design
allows warranty claims to be submitted for payment
before even landing on a Warranty Administrator’s
desk!

AutoPay also has a built-in email feature for
advance notification when an AutoPay claim has
been submitted. This optional email feature also
comes in handy for technicians tracking their labor
time.
For more information on AutoPay, please refer to
Warranty Bulletin D-15-24. To enroll in AutoPay,
please send your enrollment request to
[email protected]

Administration Enhancements
Warranty Operations continues to make significant
improvements to enhance your claims
administration process. Recent improvements
include:
 New Technician Training Exemption
Program – Grant exemptions for new
technicians who stay “on course” with their
Level 0 and Level 1 training targets. If they
complete Level 0 training within the first 30
days, the technician receives up to six months
exemption for performing Level 1 repairs in any
Skill Category. Reference Warranty Bulletin
D-14-28.
 TASC Exception Program – Dealership
TASC requirement score was raised from 5%
to 10% for all dealers. Guideline explanation,
refer to Warranty Bulletin D-15-06.

 Shop Certification Program – If your
dealership met the quarterly Fixed First Visit
and Minimum Training Requirements criteria
you are allowed to process Level 2 or Level 3
claims for Level 1 technicians. For eligibility
details check Warranty Bulletin D-15-05.
 Alternate Transportation – Enhancements
include “same day” Alternate Transportation
and up to 10 days without AM authorization
pre-approval.
 RA Claim Attachment - To help you identify
which claims will require attachments when
submitting them into RA, we built a new
process that identifies the message codes that
always require attachments and then flag the
claim with message code AT2 (RA Attachment
is required on claim).

Coming Soon – Claim Entry 3 C’s
Effective April 14, Claim Entry will be modified to
enable entry of the 3 C’s Customer Concern, Cause,
Correction. This information is critical to assisting

Engineering and Quality to improve our overall
vehicle quality. Adding the 3C’s may also result in
your claim not being returned for additional data.
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Warranty Operations Newsletter
Volume 2, Issue 1
Ensure Claims are Properly Submitted
We have been noticing a rise in the volume of “GW”
and “PA” claims sent in to RA which are not required.
For claims were a pre-authorization has been obtained,
enter “PA” in the Authorization Number field. This
applies to pre-authorization in both the Powertrain
Service Center and the Vehicle Digital Imaging groups.

Alternate transportation for Goodwill up to 10 days
you must enter “GW” in the Authorization Number
field per Warranty Bulletin D-15-15.
A sample of the Message Codes which can be
authorized by a dealer for Goodwill “GW” are listed
below:
AC3
RC1
RC2
RG1
RA3
SR7
WR1
ST1
ST3

For Goodwill claims “GW” is entered in the
Authorization Number field. Per Warranty Bulletin
D-12-27 claims with the following Message Codes
apply to GW.

More than two goodwill adjustments have
been authorized
Repair service beyond warranty limits Dealer can authorize
Repair service beyond warranty limits Dealer can authorize
This claim can be "Dealer Authorized"
Loaner car requires authorization
Loaner amount requested excessive
Loaner expense seems excessive
Towing amount requested excessive
Towing not covered - vehicle covered by
Roadside assistance

The Warranty Contact Center will be returning
claims that should have been entered as “GW” or
“PA” by the dealer.

Dealer Requests to Remove CAIR’s from VIN’s
A recent system change has launched that now
displays up to 5 open or closed CAIRs for each VIN
in VIP.

CAIRs cannot be removed from VINs so please do
not contact DealerCONNECT Hotline or Warranty
Hotline/Live Chat with this request. Refer to your
Area Manager if you have any questions.

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Warranty Operations Newsletter
Volume 2, Issue 1
Back Ordered Parts - Alternate Transportation
Claim Processing Guidelines
With a Repair
One very important step in processing a claim
containing Alternate Transportation is covered in
the Warranty Administration Manual, in the Claim
Entry section.
The guidelines for a when the visit results in the
customer being provided Alternate Transportation
for Warranty (W), Mopar (M) and Recall (S) repair
the following steps are to be performed in the Labor
LOP Selection:

 Verify the last two characters are numeric (Zero
Zero)
 0.0 will populate in the Labor Hour field
 The “Add Narrative” box will display
prompting you to enter a narrative in the
Straight Time Narrative window.
 The Narrative must include the following
information:
o Part Number
o Order Number
o Order Type

 Identify the cause of the failure with the
appropriate repair LOP as the failed LOP per
normal claim processing guidelines.
 For Part Back Order Situation enter
85-LO-AN-00 as a related LOP to the primary
LOP (see below for 85-LO-AN-00 details) for a
back order situation only.

Bulb Labeling for Bulb Warranty Claim Return
As stated in the Warranty Newsletter Volume 1,
Issue 8, the main purpose for a Warranty Parts
Return program is to improve vehicle quality.
Through the Parts Return System, part(s) are
requested to be returned based on the contents of the
claim submitted. At the time of claim processing,
the part numbers, VIN, vehicle build date, mileage
at time of repair and other factors are used to
determine if the replaced part(s) requires return.
Labeling bulbs with the correct claim number
will ensure a proper root cause analysis.
Incorrect returned bulbs will be subject to
chargeback.
Reference the Warranty Administration Manual for
instructions on Warranty Parts Return.

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Warranty Operations Newsletter
Volume 2, Issue 1
Jeep Cherokee Roof Rail Warranty
Roof rails on 2014 model year and newer Jeep
Cherokee models are not designed to support any
load without the appropriate cross bars properly
installed. The rails are simply aesthetic without the
cross bars in place. The rails are fully functional
once the appropriate cross bars are properly
installed.
It is imperative that during the customer walk
through, before the customer drives off the lot that
he/she is made aware of this fact. It is also critical
to clearly explain to the customer that if claims
made for a rail to be replaced under warranty and
there is evidence of damage but no signs of the
appropriate cross bars present the rails will be
replaced at the customer’s expense.

the claim should not be processed under warranty.
Any claims that are processed under warranty but
fail to meet warranty requirements will be charged
back to the dealer.
As stated in the Warranty Information book “The
Basic Limited Warranty covers your vehicle only if:
 it’s operated and maintained in the
manner described in your owner’s
manual.”
The Owner’s Manual statement is as follows:

There has been an increase in the amount of Jeep
Cherokee roof rails being replaced under warranty
without sufficient evidence of warranty damage.
Remember, it the dealer’s responsibility to inform
the customer before completion of purchase that the
rails are not functional without the appropriate cross
bars and to validate the presence of cross bars on
roof rail supported warranty claims. If the
appropriate cross bars are not present on the vehicle,

Wrangler Sahara Rear Bumper Appliques Stained
There has been an increasing number of warranty
claims for Wrangler Sahara rear bumper stained
appliques. This is caused by a chemical agent that
leeches out of the spare tire and drips on the bumper
applique, eventually eating through the clear coat
and causing a permanent stain.
In an effort to reduce the chances of this chemical
leeching out onto the applique while the vehicle is
still on dealer lots, leave the transit tape on the
rear bumper appliques for all Wrangler Sahara
models until the customer acquires the vehicle.
We are working with Engineering to improve
coverage/material of the transit tape so that it covers
the entire applique, as well as developing a new
chrome satin finish that is impervious to the
chemical leeching out of the tire.
Here’s the transit tape:

Here’s the permanent stain that the tire chemical
causes on the rear bumper applique:

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Warranty Operations Newsletter
Volume 2, Issue 1
Requesting STAR Technical Assistance Enhancements
Updates and enhancements were launched in
February to assist technicians when they request
technical assistance through STAR. These new
features were based on feedback STAR received
from you and your technicians.
What does this mean to you?
 Increased repair support on first contact
 Less time spent finding paperwork and forms
 New tools and processes with a stronger
emphasis on diagnostic support
Here are the improvements:
 DTC Field Expansion to allow entering 8 digit
DTC P####-##. Previously only allowed 5
digit






Technician can now add additional attachments
after the original ticket submission
Addition of a New Ticket category labeled
Returned. Used in the event a form is missing
or incomplete, greatly improving repair
guidance
Simplification of Automatic Trans Diagnostic
worksheet. One form! Now aligned with the
Powertrain Service Center

For more information, review the tutorial posted in
TechCONNECT on the Home page section under
Technical Assistance Tutorial.

If you have a warranty claim processing or warranty policy or procedure question,
you can call the Warranty Hotline at 1-888-255-2616 or chat with Live Chat
both available Monday – Friday at 8AM - 6PM ET.

2016 Warranty Bulletin Highlights
Bulletin #
Subject
D-16-01 (X62) Hydraulic Clutch Master Cylinder/Reservoir Hose – 20132015 Dart/2014-2015 Cherokees
D-16-02 (X60) Fuel Tank – 2004-2005 Chrysler Town & Country / Dodge
Caravan / Grand Caravan (Rev. A)
D-16-03 “Can/Am” Warranty Coverage – 595 and 596 WCC
D-16-04 Automatic Labor Rate Increase (ALRI) - 2016
D-16-05 (X66) RB5 & RB6 8.4 Nav Radio – 2014-2015 Dodge Dart
D-16-06 Enhancements to Vehicle Digital Imaging (VDI) Process
D-16-07 Removal of 9-Spd 948TE Trans from the Powertrain Service
Center (PTSC) Pre-Auth Program
D-16-08 Technician Training Edits TT3 / TT5 / TT6 – Are Not Eligible
for RA Submission to the WCC

Release Date
Jan 8
Feb 25
Feb 12
Jan 30
March 1
April 8
March 3
March 8

Fast Feedback Program and VIP LOP Restriction Warranty Bulletins are located in COMDASH

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