WARRANTY OPERATIONS NEWSLETTER
VOLUME 8, ISSUE 2

Published March 3, 2022

UPDATE FROM WARRANTY OPERATIONS

Hello Team,
As we continue to aim for Best In Class Customer Satisfaction, we want to highlight three key elements proven to
increase CSI and FFV:
•
•
•

Providing Alternate Transportation options - especially to customers in need
Professional tablet usage with wiADVISOR at Service Advisor reception
Professional tablet usage with wiADVISOR during Active Delivery back to the customer

Since the launch of new types of Alternate Transportation in January, we have seen dealers begin to adopt
Rideshare, Shuttle Service, and Pickup and Delivery to take care of customers. Data shows customer satisfaction
drops when Alternate Transportation is not offered to the customer. Please take advantage of the additional types
of Alternate Transportation offered to provide the best option for your customers.
Using a tablet with wiADVISOR at Service Advisor reception will ensure that the Service Advisor can fully document
the customer’s concerns, and allows the customer to see on the tablet that you are listening to their needs and will
address all items in one visit. To further facilitate this process, we've added follow up questions in wiADVISOR for
specific concerns during write up.
Performing an Active Delivery for a customer ties together the service write-up process with the repairs performed
and is a final chance to make sure everything was addressed. Using the tablet with wiADVISOR for this process
allows you to show the customer exactly what was performed and provides them with the confidence that their
vehicle has been fully serviced and leaves a lasting positive impression of your entire service process.
Thank you,

Jim Sassorossi
Head of Technical Service

WARRANTY OPERATIONS NEWSLETTER
VOLUME 8, ISSUE 2

NEW MESSAGE CODES – LD2, LD3, AND LD4
The Warranty team has developed three new
message codes to make sure that extended
warranty LOPs and factory warranty LOPs are
used correctly: LD2, LD3, and LD4. We have
seen examples where an extended warranty
LOP is used for repair under factory warranty
coverage, and where a factory coverage LOP is
used for a repair that should be submitted with
an extended warranty LOP.

•

•

•

These message codes will apply to Warranty
(W), Mopar (M), and MVP (F) claims. For MVP
claims, you may also see existing message code
CR7 if the repair is covered under factory
warranty. For Mopar claims, you may also see
message code CH7 if the repair is covered
under factory or extended warranty.
There are three new message codes: LD2, LD3,
and LD4

WARRANTY (W) CLAIM
Within Manufacturing
Warranty period

Scenario

LOP
Used

1

Regular Repair LOP

✔

2

Extended Warranty LOP

LD2

LD2: Repair covered under factory
warranty. Incorrect LOP on claim
o Correction: Remove the extended
warranty LOP and use the
factory warranty LOP.
LD3: Repair not covered under factory
warranty but is covered under extended
warranty. Incorrect LOP on claim
o Correction: Remove the factory
warranty LOP and use the
extended warranty LOP.
LD4: Repair no longer covered by an
extended warranty. Incorrect LOP on
claim
o Correction: Remove the extended
warranty LOP and use the
factory warranty LOP.
o If the vehicle has MVP coverage
for repair, follow the MVP policy
for the claim
o If the vehicle does not have MVP
coverage, then the repair will
need to follow the policy for
Warranty Goodwill.

Within Extended
Warranty period

Outside of Both
manufacturing /
Extended Warranty
period

LD3

✔

✔

LD4

Outside of Both
manufacturing /
Extended Warranty
period

MVP (F) CLAIM
Scenario

LOP
Used

Within Manufacturing
Warranty period

Within Extended
Warranty period

1

Regular Repair LOP

CR7

CR7, LD3

✔

2

Extended Warranty LOP

CR7, LD2

CR7

LD4

WARRANTY OPERATIONS NEWSLETTER
VOLUME 8, ISSUE 2

MOPAR (M) CLAIM
Scenario

LOP
Used

Within Manufacturing
Warranty period

Within Extended
Warranty period

1

Regular Repair LOP

CH7

CH7, LD3

2

Extended Warranty LOP

CH7, LD2

CH7

Outside of Both
manufacturing /
Extended Warranty
period

✔
LD4

STAR Online (SOL) Uconnect Box – Proper LOP Usage
STAR Online (SOL) publications S2108000015
and S2208000035 provide guidance regarding
the symptom/vehicle issue “Uconnect Box
Requires Service Message”. If this STAR Online
is applicable for the customer symptoms and

repairs the vehicle, use a diagnostic Trouble Not
Found (TNF) LOP and do not use a Replacement
LOP. Claims for this symptom will be subject to
chargeback if a replacement LOP is used and no
part is included in the repair order.

Vehicle Restrictions
Customers are reporting that their vehicle
warranty has been canceled because their VIN
has a RESTRICTION on it. This will appear during
write up in the VIP. It will also appear in Service
Library where technicians can see it during
repairs. Please note that a restriction DOES
NOT mean a canceled warranty. A restriction
means that you must contact your Area
Manager and/or TA PRIOR to any repairs
beginning on the vehicle with the restriction.
Please include what the vehicle was brought in
for, any diagnosis you may have already done,
and the state of the vehicle (example is it
modified, tuned, deleted, etc.). The AM and TA

can assist in figuring out why a restriction was
placed on the vehicle and what to do moving
forward. A restriction can be placed on a
vehicle for a number of reasons, including but
not limited to the following: modified vehicle,
modified/deleted emissions system, salvage or
totaled vehicle title, or lack of maintenance.
It is important for the Service Advisor to
understand what a restriction means and how
to communicate to the customer that prior
approval is required before proceeding with any
repairs. The removal of a warranty restriction is
at the sole discretion of FCA representatives.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 8, ISSUE 2

New Vehicle Prep (NVP) Chargeback Appeal Process
In the summer of 2021, dealers were introduced
to the tracking of New Vehicle Prep steps being
completed. As defined in Warranty Bulletin
D-21-12 for Alfa Romeo dealers and D-21-14 for
CDJRF dealers, failure to complete the required
NVP steps will result in either a partial or full
NVP chargeback. The steps of New Vehicle
Preps have not changed and still includes : 1)
Prep must be completed within 10 days of
vehicle delivery (KZx date), 2) vehicle must be
driven at least 4.0 miles (no rounding up
allowed), and 3) Requirement of a Final Service
Inspection being performed 2 days prior to
delivery.
Now that the NVP chargeback process has
launched, dealers may find themselves needing

to identify the cause of a NVP chargeback and
update a process or possibly submit an appeal.
If the dealership thinks a chargeback has been
applied in error, start with reviewing the three
requirements. If an error is found, an appeal
can be submitted by the dealership. An appeal
worksheet with review questions based on the
prep requirements can be found in WIC article
KB0037518. Please make sure the worksheet
steps are followed and only appeals that qualify
for review are submitted. Unsupported appeals
will cause delays in responses of supported
appeals.
See WIC article KB0037518 for worksheet and
instructions on how to review NVP details.

Battery VOR
Batteries are not exempt from the requirement
to VOR backorder parts. Warranty has noticed
many batteries ordered as Special Handling, not
VOR. The lower order priority has led to

rejected rentals and dissatisfied customers.
Please make sure all parts orders are upgraded
to VOR if the part cannot be shipped from the
dealer’s
facing
PDC
the
next
day.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 8, ISSUE 2

Special Handling Allowance
Dealers have asked if warranty will reimburse
Special Handling charges. The charges are not
reimbursable on a warranty claim. However, in
June 2021 Mopar increased the Special Handling
allowance for all dealers from 10% to 15%,

which means many dealers are never charged
for Special Handling charges. Additional orders
that are on VORs are only charged if the part
ships
within
the
first
24
hours.

For more details, see the Mopar Policy and Procedure Manual, Parts Order section by
following the path below.

DealerCONNECT > Parts > News and Information > Policies & Procedures

Seat Belt Extenders
Seat belt extenders are an item available for
purchase from Mopar by customers that
request the part. The seat belt extenders are

not a shortage and error item or an item that is
covered by warranty.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 8, ISSUE 2

Providing Parts to Customers
All warranty parts must be installed by a CDJR
dealership, Alfa Romeo dealership, or sublet shop
that is working with an FCA dealership. Warranty
does not cover shipping parts to customers for
them to install themselves. Customers are also

not to be provided parts replaced under
warranty. Parts replaced under warranty must
be returned to FCA for quality inspection or core
when
requested.

Lithium Ion Batteries Handling of Damaged Batteries
Beginning April 1, 2022, a $5,000 penalty will be
assessed to dealers who return any visually
damaged battery to the supplier.
This is to account for heavy Department of
Transportation (DOT) fines resulting from the
improper
return
of
damaged
batteries. Exemptions will not be made for any
dealer who fails to follow the appropriate
handling process.
The Mopar Dealer Site recently launched a new
Lithium-Ion Battery Handling & Resources page
within the ‘Battery Advantage’ Retail program
page. This page contains a process flow,
diagnostic guide and dealer handling instructions

to help address any questions related to the
return process for these batteries. Damaged
Lithium Ion batteries cannot be returned to the
supplier. Please refer to the relevant PDF
documents if you have questions.
The Lithium Ion Battery I-Sheets have been
updated
and
are
available
on
both
DealerCONNECT and the Mopar Dealer Site (see
screenshot below).
I-Sheets are always included within the dunnage
in which the lithium ion battery is shipped and, for
reference, are posted on both websites.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 8, ISSUE 2

Exchange Radio Order Details
When dealers order exchange units, the “Order
Comments” field needs to explain what the
customer’s concern is (see screenshot below).
Think of the Order Comments like the 3 C’s.
Just like your technicians need to know what’s
wrong with a vehicle, the Exchange Center
needs to understand what is happening in order
to diagnose and repair the unit. If the Exchange
Center does not know what’s wrong, they
cannot repair the unit. In the future, there is a
chance that failure to provide a valid customer

complaint could lead to an order being
canceled.
Sample descriptions of a radio issue are:
✓ Displays black screen during nav use
✓ Locks up when opening CarPlay
✓ Won’t turn on during vehicle start
✓ Skips channels when in SiriusXM mode
✓ Volume goes to max after receiving call

WARRANTY OPERATIONS NEWSLETTER
VOLUME 8, ISSUE 2

LG4 Setting with LOP 08-08-01 and 85-41
A review of recent battery claims revealed many
instances of dealers claiming diagnostic time for
jump starting the vehicle and bringing it into the
shop. In those instances, there is nothing
diagnostic related on the claim. These claims
were typically system paid claims, which allowed
the incorrectly claimed diagnostic time to go
uncorrected. To reduce these unsupported
claims, diagnostic LOP 8541 will be overlapped
with battery LOP 080801. The overlap will
correctly set when dealers attempt to request
diagnostic time with the 12V battery replacement
LOP. As a reminder, the 12V battery replacement
LOP includes time for the technician to use the
GR8 to test the battery and obtain the battery

results slip which is required to support the
claim. This is why the LG4 overlap will not be
approved.
If dealers attempt to claim diagnostic time with
the battery LOP, the claim will require review by
the Warranty Contact Center.
An example of when diagnostic time would be
supported with a battery replacement LOP would
be if there was a concern related to an Ignition
Off Draw Test. In this example, the claim will set
with LG4 and will require review by the WCC for
authorization.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 8, ISSUE 2

2021 JL/JT (Wrangler/Gladiator) Tire Pressure Monitor Sensors
Recent supply chain challenges bring a change to
the way Tire Pressure Monitoring System (TPMS)
is implemented for some Jeep models.
Specifically, 2021 JL Wranglers and JT Gladiators
built after June 7th, 2021. The biggest change is
how the tire sensors communicate with the
vehicle. Previously, tire pressure data was sent
to a TPMS module for processing. But because
of supply chain shortages, TPM sensors for late
year 2021 JL and JT models will receive all new
TPM tire sensors. To support the new sensors,
engineering was able to pull ahead a 2022 model
year change that transfers the TPMS
functionality from the TPMS module to the Radio

Frequency Hub (RFH). As a consequence, this
mid-cycle action leaves the original wiring
harness in place. Even though the RFH has now
taken the responsibility of monitoring TPMS
signals, there are still functional wires going to
the TPM module connector. To address the
harness issue, an empty box has been installed
to plug into the harness. This was done to
prevent corrosion or other damage to the wiring
harness and connector pins. To help aid in
identification a label has been placed on the
empty TPM modules stating they are just a
“Substitution”
module.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 8, ISSUE 2
The revised functionality also requires the use of
a redesigned tire pressure sensor that is not
backwards compatible. So be sure to consult
Star Parts prior to installing and/or replacing
these sensors.
Technicians diagnosing a TPMS fault may be
confused when the vehicle topology shows a
grayed out TPMS module. Due to this new
implementation, the TPMS module on the wiTECH
topology is still there but is grayed out to indicate
that it is not accessible. This means that you
need to go through the RFH to access TPMS
data. On vehicle topology for vehicles that have a

functional TPM module, the module will display as
normal and will be accessible through wiTECH.
As mentioned earlier, even though the RFH has
now taken the responsibility of monitoring TPMS
signals, there are still functional wires going to
the “Substitution” TPM module. These can still
create faults in the vehicle even though they are
not used for TPMS functions. Some common
faults include communication faults, shorts or
low resistance faults. As always, refer to Service
Library as well as TSBs and Star Publications for
the latest information regarding service and
diagnostic
procedures.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 8, ISSUE 2

Old Sensor prior to June 7, 2021

New Sensor after June 7, 2021

Returning the incorrect sensor from the vehicle will result in a chargeback of the complete claim.
TSB 22-003-21 was published on September 29, 2021 to summarize the effect of the changes:

WARRANTY OPERATIONS NEWSLETTER
VOLUME 8, ISSUE 2
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

D-22-01

D-22-04
D-22-05

Part Order Restriction Program – Integrated Dual
Charging Module (IDCM) – Select 2021 - 2022 Jeep
Wrangler PHEV 4xe (JL) and 2022 Chrysler Pacifica
PHEV (RU)