MOPAR.

Updates
WAM

1 WARRANTY BULLETIN

TO: Dealer Principal, Service Manager, NO: D-17-18
Service Advisor and Warranty Claims DATE: April 26, 2023
Administrator

SUBJECT: Warranty Goodwill &

Consumer Goodwill Guidelines (Rev. D) FOR: All U.S. Dealers
All U.S. Business Centers

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PURPOSE:

To clarify when a dealer can use Warranty Goodwill or Consumer Goodwill. Warranty
Extension coverage has been removed from the Warranty Goodwill and Consumer Goodwill
programs.

NOTE: If a repair is outside of the Warranty Extension coverage, goodwill decisions will be
based on the component's original warranty coverage.

This bulletin also announces that two forms of alternate transportation will now be allowed
per repair visit.

TIMING:

Currently active

BACKGROUND:
The Warranty Goodwill program applies to “Defects in Material or Workmanship” beyond

the Mileage or Time limits for the Basic, Powertrain, Emissions and Perforation. Customer
participation is encouraged, however, is not required.

The Consumer Goodwill program applies to “NON-Defects in Material or Workmanship”
within the Mileage or Time limits for the Basic, Powertrain, Emissions and Perforation. The
failed component under consideration for Consumer Goodwill MUST have valid warranty
coverage. All Consumer Goodwill repairs MUST have an FCA US Representative approval
before the repair is completed. Customer participation is encouraged, however, is not

required.

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Examples:
Warranty Goodwill: (LOP 85-43-43-43 if the decision was made by the dealer, no LOP
required if the decision was made by FCA)
¢ Acustomer has a failed Power Window Switch at 37,000 miles that is determined to be
a “Defect in material or workmanship”
e An Air Conditioning Compressor fails a year past the expiration of the 3/36 Basic
Limited Warranty
e Asix-year-old vehicle has an oil leak from the Rear Axle/Differential and requires a
new Oil Seal

Consumer Goodwill: (LOP 85-85-CG-09)
e Seat covers that have been damaged (torn, ripped, or discolored) because of a foreign
object
¢ The inside of an engine is coated in oil sludge from a lack of maintenance causing the
engine to fail
e AWrangler customer dropped their Freedom Roof panel and damaged the seal area
that now causes a water leak

ACTION:

Always verify vehicle component coverage through DealerCONNECT>VIP and the vehicle
Warranty booklet.

Warranty Goodwill Limits (beyond the warranty coverage of the component) are as follows:
e Time/Mileage 2 Years /24,000 miles
e Max. Dollar Authorization Amount (per repair visit) $2,000

Note: Requests beyond one of these limits will require an FCA US Representative
documented pre-approval via the DM Notes application.

NOTE: Dealers will no longer be able to offer goodwill outside of the Warranty Extension's

coverage period. If a repair is outside of the Warranty Extension coverage, goodwill decisions
will be based on the component's original warranty coverage.

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PRE-AUTHORIZATION REQUIREMENTS:
Warranty Goodwill decisions involving established Vehicle Pre-Authorization requirements
remain in effect regardless of who made the participation recommendation.

You must advise the Vehicle Digital Imaging Pre-Authorization (Message Code RP2) and
Powertrain Service Center (Message Code RP3) of your participation recommendations to
assist our customers prior to starting the repair.

Claim Authorization Process Submission Instructions:
Warranty Goodwill:

e Warranty Goodwill decisions made by the dealer will REQUIRE LOP 85-43-43-43 to be

entered in the Labor Tab at no charge as a related LOP along with the primary LOP for
the repair.

e Warranty Goodwill decisions made by an FCA Representative will NOT REQUIRE LOP
85-43-43-43 to be entered at no charge.

e For claims that only have the message codes listed on the last page of this bulletin,
enter “GW” in the Authorization Number field and resubmit the claim.

e For claims with message code RB3, and/ or any dealer non-correctable message
code(s), enter “RA” in the Authorization Number field and resubmit the claim.

e For claims where a PTSC or VDI pre-authorization has been obtained, enter “PA” in the
Authorization Number field and resubmit the claim.

Consumer Goodwill:

¢ Consumer Goodwill decisions must be pre-authorized by the Service Manager and
an FCA US Representative before the repair is completed.

e You must get approval from an FCA US Representative who must enter a DM Note in
the Claim System. Approvals that exist outside of the claim system are not considered
valid until entered in DM Notes.

e All Consumer Goodwill claims with decisions made by an FCA representative will
REQUIRE LOP 85-85-CG-09 to be entered in the Labor Tab, at No Charge, as a
related LOP along with the primary LOP for the repair.

e For claims with message code RB3 (Claim requires corporate review) or RD1

(Excessive Operation Diagnostics time requested), enter “RA” in the Authorization
Number field and resubmit the claim.

¢ The failed component must have valid warranty coverage to be considered for
Consumer Goodwill, for example:
Y Seat Cover (Basic Vehicle Warranty, typically 3/36)
v Wiper Blades, Glass, Brake Pads/Rotors (“Wearables”, typically 12/12)
Y Tires (No FCA Warranty Coverage, however, for purposes of this bulletin, tires
are Consumer Goodwill-able for 12 months / 12,000 Miles)

Be sure to check warranty coverage before contacting an FCA Representative for Pre-
Authorization.

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Goodwill Alternate Transportation:
You must follow Warranty Bulletin D-19-28 Rev. H for the use of Goodwill Alternate Transportation.

NOTE: Two forms of alternate transportation will now be allowed per repair visit. The two forms that
will be allowed is Rental and Pickup/Delivery.

In an effort to reduce the time the customer is in a loaner vehicle; we are implementing this new policy.
If the customer has a loaner vehicle and is unable to drop it off to the dealer when their vehicle is
ready, the dealer can now drive the customer's vehicle to them and pick up the loaner. On the claim
for the repair, there will be the LOP for the loaner and the LOPs for Pickup/Delivery.

REMINDERS:

Warranty Goodwill or Consumer Goodwill adjustments are not legal obligations due to vehicle
owners under the terms of the FCA US new vehicle limited warranty. Rather, these adjustments exist
solely to assist in extraordinary circumstances where dealership management may wish to offer
special considerations to their customers. Warranty Goodwill or Consumer Goodwill adjustments are
to be made on a case-by-case basis.

Other Information:
FCA US Representatives are Business Center Personnel or Customer Care Personnel.

If you have questions about the Warranty Goodwill or Consumer Goodwill Process or you are not able
to obtain answers to a claim related question after reviewing the Warranty Administration Manual,
Dealer Policy Manual, “Ask a Question” or “Live Chat” via the Warranty Information Center
application, call the toll-free number listed below to reach a Warranty Hotline agent:

1-888-255-2616
Warranty Hotline hours of operation are 8:00 AM to 6:00 PM Monday thru Friday, Eastern Time.

Please have the following information available when you call:

e Dealer code
e VIN
© Claim number

A “Frequently Asked Questions” list is attached. It has been developed to provide answers to
questions raised during the Goodwill Administration.

Please ensure all affected dealership personnel are aware of this bulletin.

WARRANTY OPERATIONS

FCA USLLC reserves the right to change any or al ofthe rules set forth in the Dealer Policy Manual and the Warranty Administration Manual by means of Warranty Bulletins and also by
making the amended manual available to you on DealerCONNECT.

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MOPAR.

Frequently Asked Questions
Warranty Goodwill

Q. Does the Warranty Goodwill Administration Process only cover Basic Limited
Warranty?

A. No. This Goodwill Administration Process covers the following warranties: Basic,
Powertrain, Emissions and Perforation.

Q. Does the Warranty Goodwill Administration Process apply to Mopar (M) Claims or
Mopar Vehicle Protection (F) claims?

A. This process does not apply to Mopar (M) claims or MVP (F) claims. Warranty Goodwill
consideration on a Mopar or MVP claim must be directed to an FCA US Representative for
pre-authorization.

Q. Can | process an Electronic Exchange Audio Unit under Warranty Goodwill?
A. Yes. Dealers must follow the Audio and Electronic Exchange Process (Order) Guide.

Q: What Message Codes can | authorize under the Warranty Goodwill Administration
Process?

A. Please refer to the list of Authorizable Message Codes which have been attached to this
bulletin. Additionally, Message Code RA4 has been set to 0.9 hours of Diagnostic Time
without corporate authorization.

Q. What if a customer calls Customer Care first and is seeking Warranty Goodwill? How
will they handle the customer?

A. Ifthe vehicle falls within your authorization limits (time / mileage) AND the specialist
believes that based on their research, the customer could be considered for Warranty
Goodwill, the Customer Care Specialist will contact you to discuss and if you agree to
diagnose vehicle, they will work with you and the customer. The Customer Care Specialist
may assign a task to the dealer.

You must diagnose the vehicle, work with customer to determine goodwill participation if any.
Involve your AM if the repair amount is beyond your authorization limit. A Customer Care
Specialist will recontact the customer for follow-up and close the Case.

Q. What if the customer calls Customer Care first and is outside the Warranty Goodwill or
Consumer Goodwill Authorization Limits?

A. Customer Care will manage the customer's issue just like they do today and they will
involve you in the decision-making process.

Q. Will Customer Care override my decision?
A. No, unless it falls into one of scenarios below. A Customer Care Specialist will contact you
before any new offer/decision is made when:
1. Customer provides new or additional information that could change the outcome of
the decision.
2. There are unique circumstances such as, customer is new to the dealer, transient, or
on vacation.
3. Customer Care reaches an alternate decision in the interest of customer satisfaction.
These decisions will be reviewed by Customer Care management.

Q. Will Customer Care override my customer co-pay offer?
A. No. Customer Care will not override the co-pay offered to the customer, nor will they
reimburse the customer for the co-pay amount.

Q. If | decline Warranty Goodwill or Consumer Goodwill, can | send Customer Care an
email “alerting” them of a customer who might be contacting them?

A. Yes. You can send an email to [email protected]. Customer Care will open a Case
with your email. If the customer contacts Customer Care, they will review your decision with
the customer. You can use this email alert for denials and approvals.

Frequently Asked Questions
Consumer Goodwill

Q: What is the intention of the Consumer Goodwill program?

A: Consumer Goodwill is in addition to the existing Warranty Goodwill program as described
in the Warranty Administration Manual>Claim Procedure>Warranty Goodwill Adjustments.
Consumer Goodwill will avoid unnecessary chargeback to a dealer for non-warrantable issues
(i.e. WK SRT wheels damaged by customers).

Q: Does this mean that we will always need AM authorization for Warranty Goodwill or is
Consumer Goodwill different?

A: Only Consumer Goodwill decisions must be pre-authorized by the Service Manager and an
FCA US Representative before the repair is completed.

Q: What repairs can be used for Consumer Goodwill?

A: Consumer Goodwill is solely to assist in extraordinary circumstances where dealership
management may wish to offer special considerations to customers on repairs that would not
normally be deemed warrantable. Consumer Goodwill adjustments are to be made on a case-
by-case basis.

Q: Is the rule of thumb still 2 years, 24,000 miles?

A: No, Consumer Goodwill does not have the same guidelines as Warranty Goodwill.
Consumer Goodwill is to be used for customer satisfaction repairs that would not normally be
deemed warrantable within the Basic, Powertrain, Emissions and Perforation.

Q: Are Consumer Goodwill repairs eligible for Rental?
A: Yes, follow the guidelines of Warranty Bulletin D-19-28 Rev. H.

Q. What if the customer calls Customer Care first and is outside the Warranty Goodwill or
Consumer Goodwill Authorization Limits?

A. Customer Care will manage the customer's issue just like they do today and they will
involve you in the decision-making process.

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Q. If | decline Warranty Goodwill or Consumer Goodwill, can | send Customer Care an
email “alerting” them of a customer who might be contacting them?

A. Yes. You can send an email to [email protected]. Customer Care will open a Case
with your email. If the customer contacts Customer Care within 30 days, they will review your
decision with the customer. You can use this email alert for denials and approvals.

Q: How do | submit a Consumer Goodwill claim for tire replacement?
A: Use the wheel LOP 22-40-01-XX with Failure Code UC and include the 85-85-CG-09 LOP as a
related LOP on the same condition at N/C.

Q: What claim type can this process be used on?
A: Warranty (W) claim type only

Q: Can the terms of Express Warranty be used with Consumer Goodwill?
A: No, Consumer Goodwill is not used for Express Warranty.

Q: Do Consumer Goodwill repairs require Vehicle Digital Imaging (VDI) or Powertrain
Service Center (PTSC) pre-authorization review?

A: No, Consumer Goodwill repairs are excluded from VDI and PTSC review when using the 85-
85-CG-09 Consumer Goodwill LOP as a related LOP on the same condition with the causal LOP.

Message Codes which can be authorized by a dealer for Warranty Goodwill are listed below:

Message Codes Description

RC1 Repair service beyond warranty limits but may be
eligible for dealer authorization

RG1 Dealer can approve this Goodwill claim

SR7 Loaner amount requested excessive

WR1 Loaner expense seems excessive

ST1 Towing amount requested excessive

ST3 Towing not covered - vehicle covered by
Roadside Assistance

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Message Codes which cannot be authorized by a dealer for Warranty Goodwill are listed
below:

Message Codes Description

LD3 Repair not covered under factory warranty but is
covered under extended warranty. Incorrect LOP
on claim

LD4 Repair no longer covered by an extended
warranty. Incorrect LOP on claim

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