WARRANTY OPERATIONS NEWSLETTER
VOLUME 8, ISSUE 3

Published March 31, 2022

UPDATE FROM WARRANTY OPERATIONS
Hello Team,
As we are preparing to head into the busy spring and summer seasons, now is a great opportunity to review your
operations and make any required improvements and adjustments to continue your journey to Best in Class
Customer Satisfaction. It is most helpful to look at all areas of your operation to make sure that you are prepared for
success.
While you are reviewing your operations, it is recommended to pay close attention to the following categories as
they have been identified as having a big impact on Customer Satisfaction: Focusing on Customer Needs, Fixed First
Visit, and Vehicle Ready When Promised/Valued Time.
Focus on Customer Needs
• Actively listen and address service needs
• Provide options that best fit the customer’s needs – including alternate transportation
Fixed First Visit
• Quality control processes
• Fully trained technicians
• Utilization of all resources available – including Service Library, Master Tech App and STAR Center
Vehicle Ready When Promised / Valued Time
• Customer wait time
• Scheduling for customer convenience
• Clear communication and setting clear expectations – Service Advisor to Customer
• Shop Capacity
By reviewing your operations and focusing on these 3 key areas, your customers will be more satisfied resulting in
higher service retention and more profit for your dealership.

Thank you,

Jim Sassorossi
Head of Technical Service

WARRANTY OPERATIONS NEWSLETTER
VOLUME 8, ISSUE 3

Open Service Action (RRT’s, RSU’s, CSN, Recalls)
Some dealers have reported “missing open
service actions” as the reason for their prep
chargeback.

•

Make sure you are using an FCA
approved VIP.
Complete all Service Actions as soon as
possible.

•

•
•

Service Actions launched between the
time the prep is completed and the
vehicle is delivered, are not exempt from
the FSI being completed.
All Service Actions must be PAID, not
just completed, to satisfy the new
vehicle delivery requirement.

Body Shop Claim Support – FCA LOP Worksheet
To help show that your dealership prepared an
FCA LOP based estimate before sending a
vehicle to a body shop for a sublet repair shop,
dealers should be attaching their internal
worksheet showing the FCA LOPs and material
allowance math to the claim when submitting to
RA. The WCC has found dealers that use this
information to support the sublet have a higher
accuracy of approved claims. Dealers have told
the WCC that since the time is No Charge,
entering the hours and material worksheet has

helped them explain how the sublet is
supported, and helps reduce the number of
returns since dealers know up front if the
request is supported or not.
As a reminder, dealers must support the sublet
request with accurate no charge LOPs on the
labor tab. The amount requested in the sublet
must be supported and is not allowed to exceed
what the repair would have paid if completed in
house.

Core Credit
Dealers are provided core credits for parts
returned for quality inspection as part of the
inspection process. The core credit process
starts when the part is checked in at QEC. The
system used to check in quality returns

communicates to the core system that the part
has been received, and the core system will
issue the appropriated core credit. Dealers are
not allowed to request a core credit from
warranty.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 8, ISSUE 3

Unwound NVDRs Related to NVP Chargeback
A few NVP appeals have been submitted with
dealers saying the sale was unwound, and the
NVP should not have been charged back for a
missed Final Service Inspection (FSI). Even
though FCA understands the vehicle sale was
unwound, the chargeback is still correct. The

FSI is required 2 days prior to vehicle delivery.
Therefore, when the vehicle was NVDR’d, the
FSI requirement was already not met and the
NVP was charged back. Unwinding the sale
later does not mean prep chargeback can now
be approved.

PRAS+ and FasTrack
When submitting a PRAS+ decline request
related to a part that was also requested as a
FasTrack, please make sure the FasTrack part
has been shipped before the decline request is
submitted. In the screen sample below, the
decline request is on hold waiting for the
FasTrack to ship. If the part(s) do not update
before the decline request times out (5 days),

then the dealer will be charged back for not
returning the part.
Warranty will happily
approve the decline request to prevent a
chargeback if the FasTrack record shows
shipped.
Please help us reduce the number of
chargebacks by making sure parts are shipped
in a timely manner.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 8, ISSUE 3

All Model Years/All Models - Wiring Connector Service Repair Kits
In continuing with customer focus, FCA would
like to reinforce awareness of the availability of
Wiring Service Repair Kits. These kits are used
to repair large and medium size Wiring
Harnesses (with a kit), which comes in a small
plastic bag with the appropriate connectors or

leads that may have been damaged, instead of
replacing the entire Wiring Harness.
A screenshot of the wiring repair kit from the
Mopar Connector website is below.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 8, ISSUE 3
Some of the benefits for the customer of using
the Wiring Service Kits are a less expensive and
intrusive repair, reduction of collateral damage
such as buzzes, rattles and squeaks, and
reduced lead time compared to the full harness.

Info on best practices on how to find the proper
repair kit and any other tips and tricks are in the
screenshots below.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 8, ISSUE 3

WARRANTY OPERATIONS NEWSLETTER
VOLUME 8, ISSUE 3
Use the FEEDBACK Request (screenshot below)
for assistance locating repair kit if you are

The available kits can be found in multiple
locations.
1) STAR Parts:

unable to find what you are looking for.

2) Direct to the link:
http://connectors.dcctools.com
3) or from the wiring schematics, under
connector details: (Repair Kit Part
Number)

WARRANTY OPERATIONS NEWSLETTER
VOLUME 8, ISSUE 3

Looking Up Warranty Coverages for PHEV
When servicing a PHEV vehicle, it is important to
enter the VIN in VIP along with the Labor
Operation Number to determine warranty
coverage, as many components besides the

Battery have additional warranty coverage. VIP
will show the coverage for the component. See
the example below for the electric coolant heater
for a Hybrid.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 8, ISSUE 3
In addition, there are many parts that have the
same coverage as the PHEV Battery, such as the
Coolant Pump for the Battery, all hoses, and
sensors. Also included in this warranty (just to
name a few) are:
• the fuel injectors
• fuel pump
• the steel fuel tank
• the SI-EVT transmission

•

the cooler

There are many more parts that are covered by
this warranty coverage, so it is important to
always check in VIP for the components
coverage by using the LOP to look up that
coverage and put a customer’s mind at ease
about the repair.

Final Service Inspection Related to Battery State of Charge
When running the Final Service Inspection as part
of the New Vehicle Prep, if the battery is below
the 70% that is listed on the inspection and the
vehicle returns within the next 30 days for a
battery replacement, that claim may be charged
back based on the circumstances. It is very

important that a customer receive a vehicle with
a full state of charge to ensure the customer is
satisfied with their new vehicle purchase.
Vehicles delivered with a 68% or 69% State of
Charge will almost certainly return with a future
dead battery in a short period of time.

All Models and Model Years – wiTECH New Feature
There will be an update to the wiTECH 2.0
application at a later date, that will include an
enhanced feature to check for the battery voltage
level at the start of a flash event. This
enhancement will require the vehicle battery
voltage level to be at or above 12.7V while
performing any software update on any module.

Technicians will need to utilize a battery charger
to maintain proper battery voltage while
performing any update.
Failure to maintain proper battery voltage will
result in a failed flash attempt and the technician
will see the below message on their wiTECH
screen.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 8, ISSUE 3
To recover from this, technicians shall click exit,
connect a battery charger, and bring the battery
voltage up to at least 12.7V. This battery voltage
shall be maintained throughout the entire

reprogramming session to reduce the risk of
damaging the ECU (Electronic Control Unit) and
vehicle battery.

2021 – 2022 RAM DS/ DT/ DJ/ D2 - Side Step Rear Bolt
There have been a few warranty claims made
on the above models stating a “missing bolt at
rear of side steps”. This is not a missing bolt
and is done this way by design. Each sidestep
requires 3 bolts for install. The front bracket

Drivers Side: Rear most hole does not receive a bolt.

has 2 bolts and the rear has 1 bolt. There is an
additional hole in the rear bracket that does not
receive a bolt. This is effective for 2021 and
2022 model year DS, DT, DJ, and D2.

Passenger Side: Rear most hole does not receive a bolt.

Claims received after this notification will be charged back as a non-defect in material or workmanship.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 8, ISSUE 3

Tail Lamp Replacement for Emblem – 2020 - 2023 Durango (WD)
We have seen several tail lamp assemblies
replaced for the “DODGE” letters in the emblem.
For WD, the letter kits are part number
68526269AA (Satin Black 2020 and 2021 MY)
and 68081675AB (Chrome All MY) and can be
ordered for use to replace any missing or

damaged letters. It is not necessary to replace
the complete tail lamp assemblies. Replacing a
tail lamp assembly for only the lettering is
considered an over repair and will be charged
back accordingly.

2013 – 2023 Wrangler (JL)/Gladiator (JT) - MOPAR Cold Air System
The MOPAR Cold Air System (Option JFF), only
includes what is under the hood. It does NOT
include the hood cut out or the bezel for that cut
out. Those are separate and are considered a

customer pay MOPAR accessory. See below
what is removed and what is installed when the
JFF
Cold
Air
System
is
ordered.

Before Installation

After Installation

WARRANTY OPERATIONS NEWSLETTER
VOLUME 8, ISSUE 3
Items not included or installed
Claims for the installation of the hood cut out and
bezel installation will be charged back as not built
with the vehicle and therefore not warrantable as
a shortage in build.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 8, ISSUE 3
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

D-22-01

D-22-04
D-22-05

D-22-06

D-22-07

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)