Warranty Operations Newsletter
Volume 1, Issue 4

Updates from Warranty Operations
and Customer Care
System Enhancements – We continue to improve our systems and processes based on your feedback.
Claim Entry – A new pop-up warning message was
launched in DealerCONNECT claim entry May 1st. If you
mistakenly enter the repair order number as the
odometer, a warning will appear. The pop-up appears

when the SAVE or CONTINUE buttons are selected. Our
hope is this will help to reduce mileage discrepancy
claims from happening.

Claim Entry Tips
Continuation Claims – When should a continuation
claim be used? There is an important Help document
available right in DealerCONNECT > Claim Entry. You
access this document by clicking on the ? button.
There are 3 types of continuation claims Parts (P), Repair
(R) or Other (O). When to use each claim type is
recapped below (from the Help document pages 6 & 7)
and includes the type of information you need to process
the claim.
The Continuation and Prior Claim Number fields must
both be completed. Within the Continuation field use the
applicable claim type:
N – NO The system will default to “No” and will apply to a
majority of the claims processed
P – Parts Used when a repair requires more parts than
the system allows on one claim

R – Repair Used when a RO has more conditions than
the system allows on one claim. Used when a repair
requires more labor and parts than the system allows on
one claim.
Claim Processing Tip: When more labor and parts are necessary for
the same condition, make sure the FAILED LOP is the same on both
claims.

O – Other Used when a Special Service needs to be
added after the original claim has been paid, you must
use the Prior Claim Number.

Claim Processing Tip: For best results the original claim should be
approved before the Continuation Claim is submitted.

Page 1

Warranty Operations Newsletter
Volume 1, Issue 4
Maintenance Requirements for
Double Cardin Universal Joint on Front Driveshafts
The Powertrain Service Center would like to share with you
maintenance requirements on this component as it applies
to 4X4 Ram 2500/3500/4500/5500 trucks.

Rusted Grease Cup

The double cardin universal joint is required to be lubricated
at every oil change. The design of the joint is such that a
special grease nozzle is required to access the greasing
point. The fitting on the joint is not the typical Zerk fitting
that is common on front suspension components. The
fitting is actually a conical depression in the joint that has a
small steel check ball at the bottom.
The Maintenance Schedule in TechCONNECT and the
vehicle Owner’s Manual indicates lubrication at every oil
change. This has been true since the 2005 model year.
There is also a Caution label on the left front fender that
reminds of the required maintenance and the type of grease
required.
If the double cardin joint is not maintained in accordance
with the required Maintenance Schedule, the failure is a
separation of the universal joint. The picture of a rusted
grease cup indicates that the joint has not been maintained,
as there is no evidence of grease in the cup area, and is
therefore not a warrantable failure. If the joint failure is not
warrantable, all collateral damage associated with the
separation is also not warrantable.

Area that should
have grease

have
grease

Interactive Automatic Transmission
Diagnostic Worksheet

April 29th the new Interactive Automatic Transmission
Diagnostic Worksheet was launched. This interactive
worksheet has been designed to streamline the
diagnostic process by:
 Displaying a clutch application chart based upon
described transmission concerns
 Offers possible causes specific to Diagnostic Trouble
Codes (DTCs); and
 Provides acceptable specifications and out of
specifications indicators based upon data provided.

Key benefits are:
 Elimination of unnecessary and redundant check
boxes;
 Reduces the need for technicians to toggle back and
forth between TechCONNeCT>Service Info tab and
the interactive worksheet; and
 Improved graphic and visuals.
This worksheet replaces the ZF 8 Speed Auto Trans
Worksheet and Auto Trans Diag Worksheet and is found
within Service>Repair Information>Diagnostic Check
Sheets> Auto Trans Diag Worksheet.
Page 2

Warranty Operations Newsletter
Volume 1, Issue 4

Customer service is not a department, it’s everyone’s job!

The Customer Appreciation Program Update
Last month we reminded you about the Customer
Appreciation program to reach customers who have
experienced multiple recalls on late model FCA US
products. Here are some highlights through April 27:





Over 20,900 oil changes have been completed
2,395 certificate claims have been reimbursed
with over 10,700 pending processing
Invoices show that on average, customers are
spending 29% over the actual value of the
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.

Recall Chat
This month Customer Care launched Recall Chat, adding another mechanism for our customers to inquire about
potential recalls on their vehicles.

Now in addition to getting general information and reimbursements from Moparownerconnect.com, customers can
access Recalls.Mopar.com and chat with specially trained recall agents to learn if their vehicle has an open recall or
ask any other questions related to recalls.

Page 3

Warranty Operations Newsletter
Volume 1, Issue 4

In addition to our brand line numbers listed below, please
offer these websites to customers as options for reaching
our Customer Care Teams.

Contacting Customer Care – Customer Lines
Customers can contact Customer Care 24/7 at any of the
following numbers:

Jeep
RAM
FIAT

Dodge
Alfa Romeo
Chrysler

877-426-5337
866-726-4636
888-242-6342

800-423-6343
844-253-2872
800-247-9753

Warranty Hotline & Live Chat Buzz
Keeping you informed of the top incoming questions. We
will provide insight from our Hotline and Live Chat agent
How do I claim for the second test using the new Park
Rod Engagement Check Tool (without replacing the
transmission) for Recall R08?

Why is a LH4 Message Code setting when I submit for
reimbursement under the P65 Recall?

Answer: LOP 21-R0-81-5Z @ 1.3 hours was created (for

Answer: To avoid the LH4 Message Code from setting
on the claim, be sure to enter a quantity of two (2) for the
Double Ended Tie Strap.

rod operation when using the new Park Rod Engagement
Check Tool.

NOTE: Per the Dealer Service Instructions: If the vehicle
wire harness only had one tie strap, add a second tie
strap as shown in Figure 15 of the Recall.

repairs with a completion date prior to April 13, 2015 only when
the transaxle does not need to be removed from the vehicle).
Use this LOP for re-testing the transaxle for proper park

Review Dealer Service Instructions R08 for a complete
repair information.

7 Tips to Help Keep Your Warranty Receivables Current
1. Close all warranty repair orders as soon as the work
is completed
2. Enter/download all warranty claims daily from your inhouse system to DealerCONNECT
3. Print all Claim Acknowledgements daily from
DealerCONNECT
4. Make claim edit correction as soon as possible after
disposition
5. Re-enter corrected claims daily
6. Run and review your business systems warranty
schedule and Open RO Report weekly, and

7. Post your Warranty Statement weekly
Making sure your Warranty Receivables are current is the
responsibility of every FCA US dealership. A claim must
be entered in less than 60 days from the “Date
Completed” field on the claim which includes the days
claims are in your dealer business system and not in
GCS. Review the Warranty Reimbursement general
requirements in the Dealer Policy Manual for additional
information.
Page 4