WARRANTY OPERATIONS NEWSLETTER
VOLUME 7, ISSUE 6

Published July 28, 2021

UPDATE FROM WARRANTY OPERATIONS
Hello Team,

We recently made some program changes to encourage and support improvements to CSI scores. One of
these is a new and simplified Customer First Program that was launched on July 1st to make it easier for
you to be rewarded for taking care of your customers. Please make sure to track your progress on the
Customer First Dashboard on this new program.
While new programs are great and can lead to positive change, it’s important to remember the basics for
every service visit. Below is a list of best practices to help improve your CSI by focusing on the needs of
the customer. In addition to these best practices, it is important that you confirm the customer’s concern
is corrected before the vehicle leaves the Service Lane.







Greeting: Greet the customer within 2 minutes
Write-Up: Thorough write up of the Customer Concern
Walk Around: Perform a walk around inspection of the vehicle
Status Update: Keep the customer informed of the status of the vehicle
Active Delivery: Upon delivery provide a complete explanation of services and repairs
Follow Up: Contact the customer after the repair to ensure work was completed to the
customer’s satisfaction.

Thank you,

Jim Sassorossi
Director – Dealer Support & Warranty Operations

WARRANTY OPERATIONS NEWSLETTER
VOLUME 7, ISSUE 6

New Message Codes – S11
Over the past year, Warranty Operations has
been working to make system improvements to
the Global Claim System (GCS). Dealers started
seeing these changes with the introduction of
the HR* message codes in the Spring of 2021.
The next message code dealers will start to see
is message code S11 – Claim requires corporate

review and authorization.
The S11 message
code is similar to RB4, since it allows Warranty
Operations more options in how to select claims
that require RA. Dealers will continue to see
additional updates over the next year that are
focused
on
better
claim
selection.

Warranty Extensions Index
WIC article KB0035536 has been created to
provide dealers a cross reference list of
warranty extensions, service bulletins,

coverage summary, and MY / vehicle(s). The
Warranty Extension Index will be updated each
time a warranty extension is launched.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 7, ISSUE 6

Transportation Inspection Time and Documentation
To help reduce potential issues with
Transportation claims, the TCR Department
wanted to provide a couple of reminders to
dealers.

Inspection time:
Make sure the dealership and the transportation
company have a mutual understanding of not
only when vehicles will be delivered, but also an
understanding of the steps the driver will take
once he or she arrives at the dealership. During
working hours, the driver should check in with
Sales / Service before vehicles are unloaded.
The dealership has 15 minutes per a vehicle or
60 minutes per load to inspect a vehicle once
the vehicle is off the carrier. During that
inspection time the dealership cannot drive the
vehicle out of the Driver’s site, so, it is better to
have a dealership representative near the truck
and ready to start the inspection once the
vehicle is off the carrier. A tip is to start looking
(no touching) at the vehicle before it comes off
the carrier. This will allow the dealership to see
the underside of the vehicle for any possible
undercarriage damage.

Documentation:
The ePOD delivery process is setup for the
carrier’s driver to enter damage codes, and for
the dealers to have the responsibility to verify
the information entered by the driver. This
process was put in place since each device is
different and dealers may not know how to
utilize the technology the drivers use daily.
During COVID there are some carriers that are
not allowing dealers to sign the devices and
drivers are signing the dealer name provided to
the inspector. While having the driver enter the
damage codes could create a potential issue, a
dealership employee will still need to verify what
is noted prior to signing the device or verbally
approving the signature. If there is a dispute
related to the codes entered, or not entered, the
dealership will need to contact the carrier to
resolve the dispute.
Entering the damage codes is the first step of
filing a TCR, the next steps will involve gathering
an estimate and filing s TCR imaging report in
DealerCONNECT.

MRA – Material Return Authorization
MRA Damaged Part is a process the parts
department have to file claims for parts that
were damaged in transit and the damage is found
when the packaging is opened. Parts damaged in

transit are not reimbursable on Warranty or
Mopar claims. When these claims are found, the
claim will be charged back.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 7, ISSUE 6
Warranty has also been asked about Billing
Adjustments when part prices drops from the
purchased price. Warranty reimbursement is
based on current replacement value, not
purchase price.
MRA Billing Adjustment is
available when part pricing changes and the
dealer would like to request a billing adjustment.
MRA claims are similar to warranty claims, in that
each MRA claim must be based upon a reason
code and have necessary support. Every reason
code has its own requirements for input, timing,
and other restrictions. With the exception of
billing adjustments and carrier claims, credit is
issued at original shipper price for all MRA claims.

Description

Required Input

Damaged part and
Package Damage All
transportation types.

Shipper number
Part number ordered
Return quantity
Part Damaged
Part packaged
Package visibly
damaged
Packaging date
Pack Vendor code
Contact name
Phone number
Comments

Billing adjustment

Shipper number
Invoice number
Billing amount
Contact name
Phone number
Comments

The below table from the MRA Help section has
most details dealers will need to enter either a
Damaged part claim or a Billing Adjustment. For
more details on the MRA process, dealers should
review the MRA Help documents or the Mopar
Policy and Procedure Manual.
While Warranty Operations is providing this
information to help direct dealers to the correct
process, we are not able to assist with providing
responses to these requests. Dealers will need
to work with their local PDC for assistance with
all MRA related inquiries.

Time Limitations/Restriction
Selecting the criteria in this option will assign the following reason codes. (6A, 9A, 9C,
05 or 5A new Reason Code for packaging Damage) in the claim entry screen.
(05) Visible damage 7 days after ship date from facing PDC or 14 days from receipt of
invoice if referred.
(5A) Packaging damage 7 days after ship date from facing PDC or 14 days from
receipt of invoice if referred.
(6A) Concealed Damage 30 days New, non-installed parts only
(9A) UPS Damage 15 days the part arrived damaged, and was shipped by UPS
(9C) UPS Damage 15 days the part arrived damaged, and was shipped by UPS
Freight Damaged Part photos need to be uploaded within 24hrs after the submission
of claim on the ‘MRA Photos Upload Portal’, otherwise the claim will be auto denied.
For more information on the photo upload process, refer to the "Photo Submission
Process and Requirements" and "Damage Photo Quality Requirement" documents in
the Resource center link under MRA.
Use this return code if you have been invoiced incorrectly.
No time limit
Dealer must mail invoice and packing slip to PDC

WARRANTY OPERATIONS NEWSLETTER
VOLUME 7, ISSUE 6

Parts Returns Related to Sublet Repairs
Parts provided to a sublet repair shop are not
exempt from parts return requirements; while it is
not possible to return many onetime use parts
like anti-chip tape, name plates, or parts that fell
off the vehicle before the repair was
completed. Items such as weather strip, sun
shades, or trim panels may be asked for by the
Quality group for inspection of the part to

determine
root
cause
and
product
improvement. Dealers need to make sure that
these types of parts are returned from the body
shop to avoid part not returned charge backs. As
with all part disposition, once the claim is paid,
the dealer will be notified how to either return or
scrap the part.

MVP Dealer Support Hotline and Dealer Chat
Warranty Live Chat has received several
contacts related to MVP support. Warranty Live
Chat agents are not able to assist with MVP
inquiries related to administration; dealers are
referred to the expanded MVP Chat. Dealers
need to use the proper chat link to receive the
quickest most accurate assistance.
To help make sure dealers know which chat link
to use, please review MVP Bulletin 2021-027.
The bulletin highlights are provided below:


Mopar Vehicle Protection (MVP), will be
utilizing Dealer Chat for dealer support for
all inquiries related to contract sales
support and administration. Dealer chat

has become a very useful means of
getting questions answered quickly by a
live agent.


With this change the following hotline
number will no longer be in use:
• MVP Dealer Hotline 800-541-4612



Please note that Dealer Chat cannot be
used for repair authorizations at this time.



A video explaining how to use Dealer Chat
is also posted in the Announcements
section of Service Contracts on
DealerCONNECT.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 7, ISSUE 6
2021 Warranty Bulletin Highlights
Bulletin #

Subject

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

72062

D-21-03

GR8 Battery Tester Latest Software Level Requirement

3/17/2021

73283

3/24/2021

73454

3/31/2021

73582

4/14/2021

73966

5/12/2021

74595

6/30/2021

75780

D-21-04
D-21-05

D-21-06
D-21-07

D-21-08

(X90) Driver and Passenger Front Seat Belt Assembly –
2014- 2015 Dodge Durango (WD) and 2014 – 2015 Jeep
Grand Cherokee (WK)
New Vehicle Preparation Enhancements – Introduction
of the wiTECH NVP Process
Fast Feedback Program – Transfer Case, Prop Shaft
and Front & Rear Axle Components - 2021 Jeep Grand
Cherokee (WL)
(X89) Power Transfer Unit – 2014 - 2017 Jeep Cherokee
(KL)
Fast Feedback Program – Transfer Case, Prop Shaft
and Front & Rear Axle Components - 2022 Wagoneer
and Grand Wagoneer (WS)

Release Date

DCMail ID#

72026