WARRANTY OPERATIONS NEWSLETTER
VOLUME 8, ISSUE 7

Published July 27, 2022

UPDATE FROM WARRANTY OPERATIONS
Hello Team,
In the past, your technician’s vital feedback played a major part in helping FCA US Technical Service
Operations develop applications and enhanced tools to assist your technician in repairing vehicles right
the first time. Emerging Issues alert in MasterTech, wiTECH Guided Diagnostics and Text messaging
capability with STAR Agents in real time were developed based on the technician’s responses.
Your technician’s participation in this year’s Technician Survey is extremely important to continue our
mutual progress in Customer Experience and enhance the level of service we provide to your technician
and your service team.
Please share this cover letter with your technicians and encourage them to participate in this year
Technician Survey.
Naturally we’d appreciate positive feedback where we’ve hit the mark in assisting our great Technicians,
as well as, what we need to focus on to improve even further.
To access the survey, please visit: http://2022stellantistechsurvey.com/
On the log-in page, select your brand, and type in your dealer code to log into the survey.
Manufacturer/Brand Name: U.S. - Stellantis
Dealer Code: Your Dealer Code
Please complete the survey by August 5th, 2022.
We appreciate your participation and support. Working together we will continue to improve the
Customer Experience for our vehicles and service we provide.
Thank you,
Jim Sassorossi
Head of Technical Service

WARRANTY OPERATIONS NEWSLETTER
VOLUME 8, ISSUE 7

Once An Appeal Is Closed, No Additional Review Will Be Completed
Dealers must provide all details related to an
appeal on the first submission. If an appeal
case is closed due to lack of information, a new
appeal case must be opened. Dealers can
reference the original case; however, all new
information has to be entered in the new case.
Not sure how to tell if the case is Closed?
Dealers can review the history of their case in

Can a dealer close a case? Yes, if a dealer
accepts the proposed solution the case will be
closed. If a dealer rejects a proposed solution,
the case will not be closed and allows a dealer

WIC or in the email that is sent to the email
address on the user’s profile. Once the case is
closed, new information can be added by the
dealer, however, that information is not sent to
an agent for review. Information added to a
closed file is only stored for the dealer to have
as a reference, it is not sent to the appeals
group for additional review.

to keep the current case open for additional
communication between the Warranty Contact
Center and the dealer.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 8, ISSUE 7

Software Level Support For Repeat Repair Flashes
Claim support for flashes, as well as possible
repeat repair flashes, is the pre and post VSR
for each repair showing the module software
level prior to and after the flash was completed.
For example, if a dealer completes a flash that
changes the software level from AB to AC, two
VSRs are needed to show the software was
successfully installed. If a month later the
customer returns for a related issue and the

technician finds another software update, the
pre-repair VSR will need to show software
level AC (to match the last repair), and the postrepair VSR will need to have the updated
software level (for example AE). Too often
when this information is asked for, there is no
support that the first flash was successfully
installed.

Correct STAR Case Application
In Service Library, enter the VIN to access
details related to the vehicle being repaired.
Once the correct vehicle information has been
accessed, enter the STAR Case number in the
search box. If the STAR case has a warning

message, click on “Show more” to see which
vehicles this case is related to. In this example
the VIN being repaired was a 2018 GA, but the
STAR Online case is for 2019 and 2020 GA and
does not apply.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 8, ISSUE 7

MVP Plan Provisions
Have you ever needed a copy of a customer’s
MVP plan provisions to assist with coverage
details? Dealers can print a copy of the

customer’s plan provisions by following the
below steps:

Go to: DealerCONNECT> Service Contracts> Contract Sales & Maintenance> Dealer Sales

Select Administration, then enter either the VIN
or customer information to show the MVP
plan(s) that are available for review. Select the

needed plan from the list, then from the
Administration Function drop down, select
Changes, then Submit.

The Administration tab will become active once
Submit is selected. You will need to select the

plan a second time, then click Submit at the
bottom of the page.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 8, ISSUE 7

The selected Administration tab will now only
show the selected plan, and Function drop
down.
From the Function drop down, select Plan
Provisions and submit. The system will then

ask how the provisions should be displayed.
Selecting View Provisions will open a PDF file of
the plan provisions that can be printed, saved,
or emailed.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 8, ISSUE 7

Dealers Damaging Sheet Metal Is Not Covered
A popular question recently is “why are photos
needed to support paint repairs and sheet
metal replacement?”. Unfortunately, warranty
has continued to see panels that may have

been repairable, but were damaged beyond
repair by body shop, in an attempt to support
replacement. Repairs related to this type of
damage is not covered by warranty.

Photo of square cut out of panel, not covered

Grinder “burn” mark on metal showing grinder held
in one place until panel damaged beyond repair

WARRANTY OPERATIONS NEWSLETTER
VOLUME 8, ISSUE 7

New Vehicle Equipment Error Billing Adjustment Request Form
A copy of the New Vehicle Equipment Error
Billing Adjustment Request form can now be
located on the Sales tab within DealerCONNECT
following the path: DealerCONNECT> Sales>

Reports & Information> New Vehicle Equipment
Error Billing Adjustment Request

Launch of the CX/Service Launch Central Website
The Customer Experience team, along with
Technical Service Operations, will be launching
a new link on the Service tab within
DealerCONNECT titled CX/Service Launch
Central. This site is intended to be easily used
and can be accessed by all dealership
personnel. This link will help drive awareness
for
applicable
service
actions
and
communications, along with useful links and
announcements to support new vehicle
launches, which will help drive and increase
customer satisfaction and fixed first visit.

The Phase 1 release for this link will provide
useful hyperlinks to service and warranty
information, Rapid Service Update information
for newly launched vehicles, along with any
announcements on new launch vehicles. The
Phase 1 release is expected during the first
week of August 2022.
The Phase 2 release will include a VIN specific
lookup capability which will provide listings of
applicable Rapid Service Updates and Technical
Service Bulletins for a given customer vehicle.
Phase 2 is expected to release by the end of
September 2022.

MY 2021, 2022, 2023 LA/LD SRT Tire Wear Notice
Excessive and irregular tire wear can affect the
wheel balance on vehicles that have been
driven in an aggressive manner. Examples of
this include burnouts, doughnuts, drifting,
wheel spin, and line lock. This can cause an
imbalance of a wheel/tire assembly and should

not be addressed as a warrantable repair,
although it could be addressed as a Consumer
Goodwill claim with appropriate Business
Center Area Manager approval. Tire condition
should be noted in the claim narrative.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 8, ISSUE 7

Signs of excessive and irregular tire wear to look for are described in the pictures below:
Example 1:
Tire Wear Severity: Low
Description: Wear indicated by difference between front to rear of the tread block. Tire wear is due to
hard acceleration and/or deceleration.
Image below of the trailing edge of the tire. No excessive/irregular wear can be detected visually
from this direction of the tire but can be seen from the leading edge.

Trailing edge; no wear
visually detected

Image below of leading/biting edge of the tire from opposite direction of image above. Irregular wear can
be detected visually from this angle and not the trailing side of the tire.

Leading edge; wear
visually detected

WARRANTY OPERATIONS NEWSLETTER
VOLUME 8, ISSUE 7
Example 2:
Tire Wear Severity: Medium (can affect wheel balance)
Description: Worn tread blocks found on the rear tires with a sign of heel-toe. Differences can be seen
between the front tire and rear tire tread life, which indicates that the customer experienced tire spin or
performed severe drifting/handling.

Example 3:
Tire Wear Severity: High (can affect wheel balance)
Description: Worn tread blocks found on the rear tires with a sign of heel-toe.
Excessive differences can be seen between the front tire and rear tire tread life and obvious ground
rubber can be found between the tire grooves and tread blocks, which indicates that the customer
performed tire burnout.

Outboard side

Inboard side

WARRANTY OPERATIONS NEWSLETTER
VOLUME 8, ISSUE 7
2022 Warranty Bulletin Highlights
Bulletin #

Subject

Release Date

DCMail ID#

Goodwill Alternate Transportation Reimbursement
Rates and Announcement of New Types of Alternate
Transportation (Rev. A)

1/19/2022

80871

D-22-02

(X93) 6.7L Cummins Turbocharger Actuator – Certain
2013 - 2015 Ram 4500/5500 Cab Chassis (DP)

1/19/2022

80892

D-22-03

Fast Feedback Program – Engine, Transmission, Axle
Assemblies/ Prop Shafts, Exhaust, Cooling, A/C, Brakes,
Fuel, Electrical, PHEV Front-End Accessory Drive
(FEAD) and EPT System Components - 2022 Jeep Grand
Cherokee (WL) PHEV
Automatic Labor Rate Increase (ALRI) 2022

1/19/2022

80893

1/31/2022

81171

2/23/2022

81785

3/16/2022

82296

3/23/2022

82437

4/20/2022

83009

6/17/2022

84205

6/22/2022
6/22/2022

84283
84286

7/20/2022

84819

D-22-01

D-22-04
D-22-05

D-22-06

D-22-07

D-22-08

D-22-09
D-22-10
D-22-11
D-22-12

Part Order Restriction Program – Integrated Dual
Charging Module (IDCM) – Select 2021 - 2022 Jeep
Wrangler PHEV 4xe (JL) and 2022 Chrysler Pacifica
PHEV (RU)
(X99) 6.7L Cummins Turbocharger Actuator – Certain
2015 Ram 2500 Pickup (DJ) and 2015 Ram 3500 Pickup
(D2)
Part Order Restriction Program – Engine Control Module
(ECM) – Select 2022 Ram 2500 Pickup (DJ), 2022 Ram
3500 Pickup (D2), 2022 Ram 3500 Cab Chassis (DD)
and 2022 4500/5500 Ram Cab Chassis (DP)
Fast Feedback Program – 3.0L I6 HO Twin Turbo
Engine, Exhaust System, Turbocharger Assembly, Fuel
Components and Cooling Components - 2022 Wagoneer
and Grand Wagoneer (WS)
SmartWarranty Adjustment
Enhancements to Vehicle Digital Imaging PreAuthorization Program (VDI) Process
Paint Material Allowance Increase
(X96) Active Air Dam – Select 2019 Ram 1500 Pickup
(DT)