MOPAR.

Updates
WAM

1 WARRANTY BULLETIN

TO: Dealer Principal, Service Manager, NO: D-17-18
Service Advisor and Warranty Claims DATE: May 11, 2022
Administrator

SUBJECT: Warranty Goodwill &

Consumer Goodwill Guidelines (Rev. C) FOR: All U.S. Dealers
All U.S. Business Centers

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PURPOSE:

To clarify when a dealer can use Warranty Goodwill or Consumer Goodwill. This revision
removes Warranty Extension coverage from the Warranty Goodwill and Consumer Goodwill
programs.

NOTE: If a repair is outside of the Warranty Extension coverage, goodwill decisions will be
based on the component's original warranty coverage.

TIMING:

Currently active

BACKGROUND:
The Warranty Goodwill program applies to “Defects in Material or Workmanship” beyond

the Mileage or Time limits for the Basic, Powertrain, Emissions and Perforation. Customer
participation is encouraged, however, is not required.

The Consumer Goodwill program applies to “NON-Defects in Material or Workmanship”
within the Mileage or Time limits for the Basic, Powertrain, Emissions and Perforation. The
failed component under consideration for Consumer Goodwill MUST have valid warranty
coverage. All Consumer Goodwill repairs MUST have an FCA US Representative approval
before the repair is completed. Customer participation is encouraged, however, is not
required.

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Examples:
Warranty Goodwill: (LOP 85-43-43-43 if the decision was made by the dealer, no LOP
required if the decision was made by FCA)
¢ Acustomer has a failed Power Window Switch at 37,000 miles that is determined to be
a “Defect in material or workmanship”
e An Air Conditioning Compressor fails a year past the expiration of the 3/36 Basic
Limited Warranty
e Asix-year-old vehicle has an oil leak from the Rear Axle/Differential and requires a
new Oil Seal

Consumer Goodwill: (LOP 85-85-CG-09)
e Seat covers that have been damaged (torn, ripped, or discolored) because of a foreign
object
¢ The inside of an engine is coated in oil sludge from a lack of maintenance causing the
engine to fail
e¢ AWrangler customer dropped their Freedom Roof panel and damaged the seal area
that now causes a water leak

ACTION:

Always verify vehicle component coverage through DealerCONNECT>VIP and the vehicle
Warranty booklet.

Warranty Goodwill Limits (beyond the warranty coverage of the component) are as follows:
e Time/Mileage 2 Years /24,000 miles
e Max. Dollar Authorization Amount (per repair visit) $2,000

Note: Requests beyond one of these limits will require an FCA US Representative
documented pre-approval via the DM Notes application.

NOTE: Dealers will no longer be able to offer goodwill outside of the Warranty Extension's

coverage period. If a repair is outside of the Warranty Extension coverage, goodwill decisions
will be based on the component's original warranty coverage.

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PRE-AUTHORIZATION REQUIREMENTS:
Warranty Goodwill decisions involving established Vehicle Pre-Authorization requirements
remain in effect regardless of who made the participation recommendation.

You must advise the Vehicle Digital Imaging Pre-Authorization (Message Code RP2) and
Powertrain Service Center (Message Code RP3) of your participation recommendations to
assist our customers prior to starting the repair.

Claim Authorization Process Submission Instructions:
Warranty Goodwill:

e Warranty Goodwill decisions made by the dealer will REQUIRE LOP 85-43-43-43 to be

entered in the Labor Tab at no charge as a related LOP along with the primary LOP for
the repair.

e Warranty Goodwill decisions made by an FCA Representative will NOT REQUIRE LOP
85-43-43-43 to be entered at no charge.

e For claims that only have the message codes listed on the last page of this bulletin,
enter “GW” in the Authorization Number field and resubmit the claim.

e For claims with message code RB3, and/ or any dealer non-correctable message
code(s), enter “RA” inthe Authorization Number field and resubmit the claim.

e For claims where a PTSC or VDI pre-authorization has been obtained, enter “PA” in the
Authorization Number field and resubmit the claim.

Consumer Goodwill:

¢ Consumer Goodwill decisions must be pre-authorized by the Service Manager and
an FCA US Representative before the repair is completed.

e You must get approval from an FCA US Representative who must enter a DM Note in
the Claim System. Approvals that exist outside of the claim system are not considered
valid until entered in DM Notes.

e All Consumer Goodwill claims with decisions made by an FCA representative will
REQUIRE LOP 85-85-CG-09 to be entered in the Labor Tab, at No Charge, as a
related LOP along with the primary LOP for the repair.

e For claims with message code RB3 (Claim requires corporate review) or RD1

(Excessive Operation Diagnostics time requested), enter “RA” in the Authorization
Number field and resubmit the claim.

¢ The failed component must have valid warranty coverage to be considered for
Consumer Goodwill, for example:
Y Seat Cover (Basic Vehicle Warranty, typically 3/36)
v Wiper Blades, Glass, Brake Pads/Rotors (“Wearables”, typically 12/12)
Y Tires (No FCA Warranty Coverage, however, for purposes of this bulletin, tires
are Consumer Goodwill-able for 12 months / 12,000 Miles)

Be sure to check warranty coverage before contacting an FCA Representative for Pre-
Authorization.

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Goodwill Alternate Transportation:
You must follow Warranty Bulletin D-19-28 Rev. C for the use of Goodwill Alternate
Transportation.

NOTE: Only one form of alternate transportation can be used per repair visit.

REMINDERS:

Warranty Goodwill or Consumer Goodwill adjustments are not legal obligations due to
vehicle owners under the terms of the FCA US new vehicle limited warranty. Rather, these
adjustments exist solely to assist in extraordinary circumstances where dealership
management may wish to offer special considerations to their customers. Warranty Goodwill
or Consumer Goodwill adjustments are to be made on a case-by-case basis.

Other Information:
FCA US Representatives are Business Center Personnel or Customer Care Personnel.

If you have questions about the Warranty Goodwill or Consumer Goodwill Process or you are
not able to obtain answers to a claim related question after reviewing the Warranty
Administration Manual, Dealer Policy Manual, “Ask a Question” or “Live Chat” via the
Warranty Information Center application, call the toll-free number listed below to reach a
Warranty Hotline agent:

1-888-255-2616

Warranty Hotline hours of operation are 8:00 AM to 6:00 PM Monday thru Friday, Eastern Time.

Please have the following information available when you call:

¢ Dealer code
e VIN
¢ Claim number

A “Frequently Asked Questions” list is attached. It has been developed to provide answers to
questions raised during the Goodwill Administration.

Please ensure all affected dealership personnel are aware of this bulletin.

WARRANTY OPERATIONS

FCA USLLC reserves the right to change any or al ofthe rules set forth in the Dealer Policy Manual and the Warranty Administration Manual by means of Warranty Bulletins and also by
making the amended manual available to you on DealerCONNECT.

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