WARRANTY OPERATIONS NEWSLETTER
VOLUME 7, ISSUE 1

Published January 28, 2021

UPDATE FROM WARRANTY OPERATIONS
Hello Team,
As we enter 2021, we hope that you and your families are safe and healthy. We realize that some of the challenges
of 2020 are still with us as we start this new year, but we are confident that the changes that you made in your
operations will continue to help you succeed with the lingering challenges presented by COVID-19.
Again this year our focus is improving the Customer Experience, which as you know, is positively impacted by
increasing FFV. Identifying and anticipating the needs of your customers is critical in our shared success. One area
that can make a big difference to FFV, Customer Satisfaction, service capacity, and retention of service customers
is reducing repeat repairs. By tracking those repairs which return to your service drive for the same issue, you can
identify the trends and processes that can be improved to reduce these repeat repairs.
Our goal is to help you identify these improvements in your process to reduce repeat repairs, and we will be working
on the best ways to do so throughout 2021. Please continue to utilize tools such as wiADVISOR, Service Library,
Tech2Tech and the Customer Experience Dashboard to help improve your FFV performance. We look forward to
working together in providing our customers an improved service experience.
Thank you,

Jim Sassorossi
Director – Dealer Support & Warranty Operations

FIXED FIRST VISIT IMPROVEMENT
AVERAGES for U.S. DEALERS:

FFV – Year to Date: 91.6%
November
91.4%

December
91.5%

January (as of 1/25)
91.6%

WARRANTY OPERATIONS NEWSLETTER
VOLUME 7, ISSUE 1

Altered Claim Information / Typo
While we can understand selecting the wrong
Technician ID happens, the right way to correct
the AH5 (Claim Alteration - Tech ID Changed Requires Corporate Authorization) message
code on the claim is to update the Technician ID
and submit the claim to RA for review, as
outlined in WIC article KB0023262.

Warranty Operations has begun charging back
claims that should have been submitted for AH5
review, but were processed without the correct
support. Remember, making a claim entry error
is something we have all done, but how the
error is corrected could be the difference
between a paid claim and a charge back.

Claim Narratives
Please make sure you are reviewing the
narrative information on a returned claim before
submitting the claim into RA for a second
review. Many claims are being returned without
the requested corrections or attachments.
Claim narratives can be found either on the
Claim Acknowledgment or the Narrative tab in
Claim Entry (An example of both is provided
below).
The Claim Acknowledgment shows all the
narratives together, and can be hard to read at

times. The advantage of this version is that the
narrative can be printed. The Claim Entry
Narrative tab allows you to review the narrative
by narrative type: Authorization, Condition, or
3C’s. The Claim Entry Narrative does not have a
print feature, but does allow you to see the
narratives better organized and by application.
Please review the narrative to ensure the claim
is supported before it is returned to RA for
additional review. This will improve claim
processing time and reduce the workload for
everyone.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 7, ISSUE 1

Claim Support
As a reminder, dealers must ensure repair orders
are closed either at the time of the last time
punch on the repair order (RO) or when the
customer’s vehicle is ready to be returned to the
customer and that information is noted on the
repair order. This includes when a special order
part is ordered for a vehicle and the vehicle is
being returned to the customer; close the repair
order.
When a claim is submitted, a copy of the closed
RO may be requested to support the repair,

ownership of the vehicle, time punches, sublet,
rental, or other repair details. When a copy of
the RO is requested, dealers will need to submit
the complete RO. A section of the RO or
screenshots of the RO are not acceptable to
support a request for payment. Dealers who use
electronic ROs, are required to have a system
that prohibits changes to the document after it
has been imaged. Submitting screenshots that
allow dealers to potentially edit the information
prior to submission is not acceptable.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 7, ISSUE 1

Top WIC Contact Topics - January, 2021
To help reduce dealer wait time when submitting
a request to WIC, the most popular WIC contact
topics will be provided in the Warranty
Newsletters each month in 2021. The goal is to
help with reducing the number of times you have
to contact someone for help, and help you

understand where to find help for the most talked
about topics. The majority of the time WIC cases
are resolved by providing a WIC article that
answers the question asked by the dealer. By
reviewing this information before a contact is
started, you should be able to find the answer
you are looking for.

Information Requested
800 Number Help Desk
Phone Directory
MVP

Location
DealerCONNECT> Support>
Help Center

Message code assistance:
LG4
Message code assistance:
LH4
Message code assistance:
LH1
Message code assistance:
PK2

Warranty Information Center

KB0023163

Warranty Information Center

KB0023239

Warranty Information Center

KB0023412

Warranty Information Center

KB0023257

DealerCONNECT>Training>
Performance Institute
Learning Center > Course
WADFUNWB

KB0023158

Access to Claim Entry

Transportation (In-Transit
repairs, claim payment and
chargeback questions)

Article number
KB0021601

Phone Number

1-800-782-2668 (Main PA)
1-833-844-1718 (Lifetime MVP)

KB0023313
KB0023310
KB0023190

WARRANTY OPERATIONS NEWSLETTER
VOLUME 7, ISSUE 1

2021 Dodge Durango - Hyper Black Wheels
If a customer/dealer complains that all of the
wheels are the wrong color on their 2021 Model
Year Dodge Durango, do not replace the wheels if
the unit is equipped with sales code WHW (Hyper
Black wheels).

The WHW wheel is mostly silver with hints of
black, but the wheels are named Hyper Black.
This is by design at the discretion of Dodge
Brand.

How wheels physically appear on the vehicle (Part Number: 68522998A$)

Please note that the appearance changes with lighting, so the pictures are not always accurate.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 7, ISSUE 1

Long Term Storage of Vehicles
It is important that new vehicles are delivered
“factory fresh” at the time of customer delivery to
prevent customer complaints for such issues as
brake vibration, highway speed vibration from
tire flat spots, battery failure, A/C compressor
failure, engine / transmission failures, rust, and

exterior paint defects. The actions and
frequencies in the following chart should be
performed to minimize part / vehicle degradation
from new unsold vehicles stored on-site or at
off-site locations.

Required Long-Term Storage Maintenance Chart
Action
Frequency
Tire Inflation Pressure Check
Rust Inspection

Monthly
Monthly

Run A/C Compressor

Monthly

Test/Charge Battery to 12.6V
Engine Starting and Vehicle Moved
Disc Brake Rotor Surface Rust Removal (min 10 stops)
Exterior Body Film Removal
Wheel Film Removal

Monthly
Monthly
Every other Month
After up to 180 Days
Just Prior to Customer Delivery

2021 Pacifica – Tire Inflator Kits
2021 Pacifica models equipped with Puncture
Sealant & Portable Compressor (Sales Code XAH),
also known as Tire Inflator Kit, comes in the vehicle
in a kit and is not installed on the vehicle. The
installation of this kit is identified on the New Vehicle
Preparation form under the “Interior” section titled

“Install Tire Inflator Kit” and is included in the time
allowance to perform New Vehicle Preparation.
Please make sure that your New Vehicle
Preparation technicians are properly installing the
Tire Inflator Kit during the New Vehicle Preparation
process on vehicles so equipped.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 7, ISSUE 1
SPOTLIGHT ON MVP

MVP Digital Imaging Application
On January 14, 2021, a dedicated MVP Digital
Imaging Application launched on DealerCONNECT.
This application is to be used when directed by
an agent to do so. This is an effort to reduce the
need for inspection and ability to service a
customer’s vehicle faster.
Please monitor
submitted requests and all communications from
A direct link to submit an MVP Digital Imaging
request can be located using the following path:

DealerCONNECT>Service>MVP Claims
Administration>Mopar Vehicle Protection Digital
Imaging.

MVP related to your case should more
information be required. Any additional
information needs to be submitted in a timely
manner to avoid the request being closed. (For
more information, see MVP Bulletin 2021-002
MVP Digital Imaging Application)

WARRANTY OPERATIONS NEWSLETTER
VOLUME 7, ISSUE 1
2020 Warranty Bulletin Highlights
Bulletin #

Subject

Release Date

D-21-01

Fast Feedback Program – Transmission, Front and Rear
Axles/Prop Shafts, Front-End Accessory Drive (FEAD),
Catalytic Converters and Exhaust Components, Cooling,
Fuel and EVAP System Components and Electrical and
EPT System Components - 2021 Jeep Wrangler 4xe (JL)

1/27/2021

D-21-02

Automatic Labor Rate Increase (ALRI) 2021

1/28/2021

DCMail ID#

72026

72062