Warranty Operations Newsletter
Volume 1, Issue 5

Updates from Warranty Operations
and Customer Care
“Semi-Annual Recap” of early 2015 system enhancements –
We thought we would recap some of the system highlights completed thus far this year.
1. Programs designed to provide greater flexibility in
dispatching ROs and shop loading; increase shop
throughput; allow you to mentor new Service
Technicians; and improve your customer wait times
for warranty repairs were –
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.

2. In an effort to assist with making your claim
processing efficient, effective and timely, the
following claim entry features were released –
Rental for Recall Repairs – Allows you to self-authorize
Message Codes RA3, SR7 or ST1 to assist you with
Recall claim processing. A Recall claim can be
processed by entering “GW” in the Authorization No. field.
Failure Codes for Flash Only Repairs – If a customer
comes in 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.
UC Failure Code for Narrative Expansion – You are
now able to enter valuable narratives with a minimum
length of 12 characters if you enter UC (Uncodeable)
when a root cause is not listed in a LOP’s Failure Code
list.
Entered RO Number as the Odometer – It is easy to
mistakenly enter the RO number as the odometer, so we
created a Warning Message to appear when you click the
SAVE or CONTNUE buttons. We hope this will help
reduce mileage discrepancy claims from happening.

We appreciate your feedback and encourage you to participate
in this year’s Carlisle Survey open until June 19th
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Warranty Operations Newsletter
Volume 1, Issue 5

Exchange Order - Core Status Functionality
Earlier this year a new screen launched to support you in
research, with inquiries and communicating exchange
core information. This improvement will streamline your
contact to the Service Center and/or Warranty for
exchange material inquiries. As well as assist you in
avoiding charges for non-returned cores.

The following screen shots within DealerCONNECT>
Parts>Parts/Order Inquiries>Order Status will help you
navigate.

New tab “Exchange Order CORE Status”

Visual Indicators

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Warranty Operations Newsletter
Volume 1, Issue 5
Line Item Details

Communication Enhancements – Contact Warranty or the Service Center by clicking on “Contact FCA”

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Warranty Operations Newsletter
Volume 1, Issue 5

How Do I Find Warranty Information in COMDASH?
Earlier this year a new “Filter Option” replaced the
“Browse” feature in COMDASH. This new “Filter Option”
will display 10 active communications per page based on
the category selected for your job position code.

For example, if you want to see the 10 most recent
Warranty Bulletins released to your job position code,
select Warranty Bulletins 2015. See the illustration below
for what a sample of what will display currently.

In the Channel dropdown you must always select Mopar
Technical Service when searching for warranty related
documents. Utilizing the Category dropdown you can
further narrow your search.

For additional assistance on how to locate warranty
communications, review Warranty Information Center
(WIC) article #2435 and the attached Help document.

Why use email address [email protected]
Any time you have a Parts Appeal – reference the
Warranty Administration Manual – Parts section; for an
Exchange Order Appeal – refer to the Exchange Process
Guide in COMDASH; and for Terminated Dealer with

unprocessed claims – guidelines are in the Dealer Policy
Manual.
Please be sure to use this important email address

Coming Soon - AutoPay for Flashes

Launching late summer 2015, wiADVISOR dealers will be
able to take advantage of an exclusive new feature that
will automatically pay dealers for eligible software Flash
updates pushed through wiADVISOR. Using AutoPay to
process Flash repairs (wiTECH 2.0 is required for
autoPay program) dealers can achieve up to a 42%
reduction in

Warranty Administration claim processing time. AutoPay
is only available to dealers enrolled in wiADVISOR, so
sign-up today to start saving time tomorrow! For
complete details, call 1-855-wiADVISOR (855-942-3847)
or email [email protected]
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Warranty Operations Newsletter
Volume 1, Issue 5
Customer service is not a department, it’s everyone’s job!

Escalation Process Updates Coming Soon
During the month of June, FCA Customer Care will be
piloting modifications to some of its current escalation
processes. The goal is to improve the time to resolve
cases that require dealer and field input or internal
technical expertise through our STAR teams.
The pilot will run June 1-30 in the Midwest Business
Center. We will make changes based on our findings and
implement to all Business Centers shortly thereafter.

To support this effort, we would like to make sure we
have preferred contact information in our files. When you
have conversations with your case managers over the
next month, please provide any updates to make sure our
records are current.

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

Jeep
RAM
FIAT

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

Dodge
Alfa Romeo
Chrysler

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 agents.
Recall R03 – LH1 Message Code – Claim Processing
Per Recall R03, “All customers will receive 2 new
FOBIK’s as part of this recall procedure. If a customer
purchased additional FOBIK’s prior to this recall, all
additional undamaged functioning FOBIK’s will be
replaced at no charge to the customer.”

To avoid a LH1 Message Code, Related LOP 08-R0-3150 must be used for each additional FOBIK replaced
above the 2 FOBIKs included in the WIN Module
package.

Replaced
4 FOBIKs Replaced

The 2015 Warranty Forum classes are filling up fast!
Check for class dates and city locations in the
Academy Learning Center and make your plans to
attend.
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