Warranty Operations Newsletter
Volume 1, Issue 3

Updates from Warranty Operations
and Customer Care
System Enhancements – We continue to improve our systems and processes based on your feedback.
Providing Rental for Recall Repairs – To assist you
with Recall claim processing, we have made a system
adjustment which allows you to self-authorize Message
Codes RA3, SR7 or ST1. A Recall claim can be
processed by entering “GW” in the Authorization No. field.
Failure Codes for Flash Only Repairs – Did you hear
that two new Failure Codes launched March 19, 2015
when performing “Flash” only repairs? If a customer
comes to your dealership with a concern which matches
the symptom/condition identified in a Service Bulletin,
select Failure Code CC (Customer Concern). If an
updated Flash is found in wiTech or wiADVISOR or by
your technician while looking at a different customer
concern, select Failure Code RF (Routine Flash).
Review Warranty Bulletin D-15-09 for additional details.

UC Failure Code Narrative Expansion – Causal LOP’s
in warranty claims must be tagged with a Failure Code.
Occasionally a root cause is not listed in a LOP’s Failure
Code list and you enter UC (uncodeable) and enter a
narrative describing the root cause of the issue. These
UC narratives are used in quality improvement efforts and
help us create new Failure Codes so future claims will not
require UC and the narrative. March 5th we launched the
Claim Entry revision which allows you to enter valuable
narratives with a minimum length of 12 characters. Thank
you for helping us provide beneficial quality data.

Eligibility for Warranty or
Mopar Vehicle Protection Repairs
How do I determine coverage eligibility for Warranty or
Mopar Vehicle Protection Repairs?
Answer: To determine coverage eligibility for a particular
repair, dealers should use the DealerCONNECT>Single VIN
Inquiry (VIP) application by following the steps below:
Enter the following REQUIRED fields:
VIN (Vehicle Identification Number) – Enter the full or last
eight characters of a VIN in VIN textbox.
Odometer – Enter the current odometer reading in the
“Odometer” textbox.
Enter the name (optional). Name is required for Mopar Vehicle
Protection (MVP).
Customer Name – Enter the first four letters of the customer’s
last name in the Customer Name text box.

NOTE: For Mopar Vehicle Protection plans, verification of this step is
required. If the last name is not entered or does not match the MVP,
you will not be able to view any Mopar Vehicle Protection information
or verify component coverage.

LOP – Enter up to three LOPs in the “LOP” textboxes. By
entering a LOP in this field, VIP reviews the vehicle and LOP
coverage to determine if the repair is covered under the
Manufacturer’s Warranty or a Mopar Vehicle Protection plan.
(This can be viewed on Coverage’s>LOP Coverage.)
Part Number – Enter up to three part numbers in the “Part
Number” textboxes. By entering an eight character part
number in this field. VIP utilizes the part number to locate an
appropriate LOP. NOTE: Never use the part number field/function
as the basis to identify for coverage. The Part to LOP Cross
Reference (PLX) is intended to be a guide only. Some labor
operations that apply may not be applicable to the actual repair.

Click the Submit button for the VIP information coverage
information.
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Warranty Operations Newsletter
Volume 1, Issue 3

Recall P60 – Parts Core Clarification
It has come to our attention that the Alternator part numbers
(CBWHP601AA and CBWHP602AA) identified in Recall
P60 were shipped with a green Deposit Label on the
shipping container in error even though dealers are advised
to scrap the alternator.
As of March 3, 2015, the error was corrected and future
shipment containers no longer have the green
Deposit Label.

Please be advised there is NO core charge associated with
these alternators. The alternators are not required to be
returned for reman core and therefore must be scrapped.
Dealers must continue to follow normal part return
guidelines.

Shop Certification Program
The Shop Certification Program is designed to significantly
improve shop capacity and enhance RO throughput. This
means that 1 in 4 Level 2 and Level 3 Skill Category
Warranty repairs can be performed by a Level 1 Trained
Technician. Level 0 Technicians are exempt from this

program. Eligible dealers who obtain the Minimum Training
Requirements (MTR) as determined by the FCA
Performance Institute; AND meet their Business Center
Sales Group 3-Month FFV minimum will qualify (see
Warranty Bulletin D-15-05 for additional details).

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Warranty Operations Newsletter
Volume 1, Issue 3
Customer service is not a department, it’s everyone’s job!

The Customer Appreciation Program
Program Overview:
This program reaches customers who have experienced
multiple Recalls on late model FCA US products.
Customers received a mailed letter in February,
acknowledging the inconvenience of multiple Recalls. To
show our appreciation for their loyalty and patience, they
were provided with one of two Customer Appreciation
Certificates, redeemable at an FCA US LLC dealership:
1. Lube, Oil and Filter (LOF) Service plus a $150.00
certificate for Mopar Parts and Accessories
2. A $200.00 certificate for Mopar Parts and Accessories
Eligible vehicles in the Customer Appreciation Program
include:
* 2011-2014 MY vehicles (all models) with 4+ Recalls
* 2013-2014 MY Grand Cherokee and Ram vehicles
with 3+ Recalls

Program Timing:
February 9 – August 31, 2015 –
Mopar Parts and Accessories Certification Redemption
February 9 – March 31, 2017 – LOF Redemption
February 9 – December 31, 2015 –
Dealer Reimbursement for Certificate
To review complete details of this program including
frequently asked questions, go to DealerCONNECT>
Service>Announcements or call 1-800-852-6672
Monday – Friday, 9 AM to 5 PM EST. Please do not
distribute this phone number to your customers, see
customer assistance numbers below. Questions will be
researched and responded to within 24-48 hours.

Customer Satisfaction is Our
Number One Priority
We need to work closely together to ensure that
product issues are resolved for our customers.
Periodically, a customer will indicate they plan to
pursue legal action based on their rights within the
state’s Lemon Laws. If you have a customer who you
believe falls within this level of dissatisfaction, and you
are unable to resolve the situation at your dealership,
please address as follows:

First, if they haven’t already done so, ask them to
contact Customer Care at any of the numbers
below:
Chrysler
FIAT
Jeep
Dodge
RAM
SRT
Alfa Romeo

(800-247-9753) 800-Chrysler
(888-242-6342) 888-CIAO-FIAT
(877-426-5337) 877-IAMJEEP
(800-423-6343) 800-4ADodge
(866-726-4636) 866-RAM-INFO
(855-778-8326) 855-SRT-TEAM
(844-253-2872) 844-AlfaUSA

Continued on page 4…
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Warranty Operations Newsletter
Volume 1, Issue 3
Continued from page 3…
If they have already done this and their concern still has
not been resolved, let them know that we offer arbitration
through the National Center for Dispute Resolution
(NCDS). This is an independent firm experienced in
mediation and arbitration. NCDS arbitrators will review
the facts, inspect the vehicle if appropriate, and render a
decision. There is no cost to the customer for this service
and they are bound to the decision only if they agree to it.
FCA US is, however, bound to whatever decisions are
rendered by NCDS, as long as the customer agrees to
them.

Customers can get more information about the process
and the agency, by referring to the Customer Care,
Arbitration, and Lemon Law Rights booklet in the glove
box of all new vehicles, or online by clicking Contact Us
from any brand site and searching “arbitration” in the
search field (the Customer Care, Arbitration, and Lemon
Law Rights booklet replaces the former blue and white
Owner’s Rights Under State Lemon Law booklet).
The arbitration process is an important option that many
customers may be unaware of, has no cost to the
customer, and is completely focused on resolution.

Warranty Hotline & Live Chat Buzz
Keeping you informed of the top incoming questions. We
will provide insight from our Hotline and Live Chat agent
The special tool for Recall R08 has a problem and we can’t
finish the Recall, so we delivered the new vehicle. Will my
prep be charged back?

Review the Warranty Administration Manual section on
New Vehicle Prep Chargeback with regard to performing
all open Recalls, CSN, etc. The guidelines, including
possible prep chargeback are discussed.
Safety Recall R08 released to the dealers March 31st
referenced special tool #2023000210 - Park Rod
Engagement Check Tool which was shipped to dealers
with Park Rod Engagement Check Tool Pins.

Dealers are calling about a problem with the tool which
does not let them complete R08 dealer repair instructions
step D on page 9 (Figure 8). The Park Rod Engagement
Check Tool Pins were inadvertently built without internal
threads. A Safety Recall Technical Advisory was sent out
to the dealers on April 1st advising them of an interim
process and to alert them that new replacement pins were
to ship to the dealers by April 9th .
Federal Law requires that any new vehicle may be sold or
leased only after all Safety Recall procedures have been
performed. New Vehicle Prep payment chargebacks
include any vehicle sold or leased with an open Recall,
CSN, etc.

Give us your feedback. Is the Newsletter
helpful? What do you want to hear about?
Let us know by going to Warranty Information
Center (WIC) > Ask a Question and select the
Product “Warranty Newsletter” and put your
comments in the “Question” box.

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