MOPAR.

Updates
WAM

A WARRANTY BULLETIN

TO: Dealer Principal, Service Manager, NO: D-19-28
Service Advisor, and Warranty Claims DATE: April 26, 2023
Administrator

SUBJECT: Goodwill Alternate
Transportation Guidelines for Courtesy

Transportation Program / Dealer Service FOR: All U.S. Dealers
Loaner Program and Rental Vehicles (Rev. All U.S. Business Centers
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PURPOSE:

To announce that Competitive make vehicle loaners are extended as eligible for reimbursement for
Goodwill Alternate Transportation. These vehicles are eligible for reimbursement through

December 31, 2023. This bulletin also announces that two forms of alternate transportation will now be
allowed per repair visit.

The purpose of Goodwill Alternate Transportation is to minimize the amount of time the customer is
without their personal vehicle and establish guidelines to help keep the dealers focused on addressing
the customer's concern and return their vehicle as quickly as possible.

To communicate enhancements to the Goodwill Alternate Transportation guidelines implemented to
improve the customer experience, increase customer satisfaction and reduce vehicle down time.

The guidelines referenced in this bulletin support the Courtesy Transportation Program (CTP), when
Goodwill Alternate Transportation is provided through the Dealer Service Loaner Program (D-14-24), or
any licensed rental agency.

Note: As a reminder, Certified Pre-Owned Vehicles (CPOV) are eligible for loaner reimbursement.

TIMING:
Effective for vehicles received for repair on or after January 1, 2020. Competitive make vehicle
loaners are eligible for reimbursement through December 31, 2023.

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ACTION:
Competitive make vehicle loaners are reinstated as eligible for reimbursement for Goodwill Alternate
transportation.

Program enhancements include:

Up to 5 days Alternate Transportation for claims

Up to 15 days Alternate Transportation for claims with Back Order parts support

Parts order processes clarified

Clarify Alternate Transportation claim support

If the Alternate Transportation occurs over a weekend, Saturdays and Sundays will not be
counted as part of the allowance

Alternate Transportation Program Guidelines

Dealer Authorization Ability
¢ Allows the designated dealer management person the ability to authorize rental based on

the type of repair performed
e Upto 5 days of Goodwill Alternate Transportation without Area Manager or
corporate pre-approval for repairs
e Upto 15 days of Goodwill Alternate Transportation without Area Manager or
corporate pre-approval confirmed by the highest allowable parts order type
¢ For example: If a part cannot be upgraded to VOR, a Special Handling
order will be accepted.
¢ Before the 15th day, the dealer must contact the Service & Parts Area Manager
{S&P AM) or Customer Care (if involved previously) to request the additional day(s)
of rental. The S&P AM / Customer Care agent is required to authorize Alternate
Transportation beyond the 15-day period based on the part order details provided
by the dealer.
» Please note if the amount of rental offered is not supported by the
dealer's order details, the rental authorization will be adjusted to the
amount supported as outlined in the WB.

Repair Timing Requirements to support Goodwill Alternate Transportation Request
¢ The number of days for Goodwill Alternate Transportation reimbursement must be justified

by the warranty repair(s) performed.
¢ Vehicle must be diagnosed within 2 days of the vehicle being received. Goodwill
Alternate Transportation can be requested while the vehicle is being diagnosed
with supporting documentation
» Please note: Time punches are required to support the diagnostic time
> See the Goodwill Alternate Transportation Availability section of the WB for
details of eligible repairs
e Repairs are to be completed within 2 days if the part is in stock or available local.
© If parts are not available, the needed parts are to be ordered when diagnostics is
completed.
¢ Order details: Outlined in the Parts Order Process outlined in this WB.
¢ Claim Processing support: LOP 85-LO-AN-00 is required on Alternate
Transposition request over 5 days as outlined in this WB

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e Repairs need to be completed within four (4) business days from receipt of the
back ordered part(s).
e Rental coverage ends when the repair is complete.
e Customers become responsible for the rental fee if the vehicle is not
returned at the end of the repair

Parts Ordering Process
e Allparts are to be ordered the day the vehicle is diagnosed

© Dealers are required to upgrade the part order to special handling status when
parts cannot be delivered by the PDC the next business day.

¢ Dealers are required to upgrade to VOR status if the special handling is not
available from the facing PDC within 2 business days from the vehicle being
diagnosed

Part Back Order Part Claim Support- 85-LO-AN-00 Details:
¢ Enter 85-LO-AN-00 as a related LOP to the primary LOP (see below for 85-LO-AN-00 details)

for a back order situation only
Verify the last two characters are numeric (Zero Zero)
0.0 will populate in the Labor Hour field
The “Add Narrative” box will display prompting the dealer to enter a narrative in the
Straight Time Narrative window
¢ The Narrative must include the following information:

v Part Number
Y Order Number
Y Order Type

© For more details on how to confirm parts order details, see the attached directions

Vehicle down more than 11 days or Returned for the Second repair attempt
e You must notify FCA US immediately whenever the dealership is aware that a vehicle is or may
become subject to the state’s lemon law.

Goodwill Alternate Transportation Availability
© Goodwill Alternate Transportation CAN BE claimed for warranty reimbursement when:
e Vehicle is unsafe to operate (ex: stalling, brakes or steering inoperative)
¢ Vehicle is inoperable when received at dealer service facility
¢ Inability to complete repair due to delayed availability of parts

© Goodwill Alternate Transportation CANNOT be claimed for warranty reimbursement for:
e Retail services such as: oil changes, tune-ups, tire rotations, etc.
e Insurance repairs
e Cases where the vehicle cannot be scheduled into the service department but is still
operative and safe to drive

This program is not intended to be used to alleviate over-capacity or dealer service back-log
concerns. The dealer must work on the customer's vehicle during the rental agreement period.
Note: The rental invoice dates must match the RO time punch dates to verify the dealer made
every attempt to service the vehicle in a timely manner.

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NOTE: MVP rental rules and guidelines apply to MVP rental claims and do not fall under the guidelines
of this warranty bulletin. MVP plan only covers the expenses according to plan provisions.

T f will Alternate Tran: ion vehicle th n rovi
«The type of customer's vehicle determines the type of Goodwill Alternate Transportation
vehicle provided. Reference the list below for vehicle type and expense.

¢ Standard Line Loaner (Up to $40 per day)
v Chrysler: 200
v Dodge: Dart
v_ RAM: ProMaster City
Y FIAT: 500, 500e, 500L, 500x
v Jeep: Compass, Patriot, Renegade

e Non-Wagoneer High Line Loaner (Up to $50 per day)
Y Allother applicable Chrysler, Dodge, Jeep or Ram vehicles
¥ AllAlfa Romeo vehicles

¢ Wagoneer High Line Loaner (Up to $60 per day)

¢ Competitive Make Vehicle Loaner (Up to $25 per day)

e The Goodwill Alternate Transportation rental agency rates noted above may include taxes or
fees.

e Fora current list of vehicles categorized as Standard, Non-Wagoneer High Line and additional
information, go to DCMail > Mopar Technical Service > Warranty Communications > Loaner
Vehicle - Standard Line / High Line Make Vehicle List

If a vehicle is covered under New Vehicle Warranty, Mopar or Recall, dealers are encouraged to
provide Goodwill Alternate Transportation at the customer's request under the following guidelines:

© For repairs covered under Warranty (W), Mopar (M) or Recall (S), the Goodwill Alternate
Transportation reimbursement request MUST be submitted on the same claim type in which
the vehicle was repaired. For example: If a repair is covered under a warranty, the Goodwill
Alternate Transportation must be submitted on a Warranty (type W) claim.

e For repairs covered under a MVP plan, the Goodwill Alternate Transportation reimbursement
request MUST be submitted on a MVP (type F) claim.

NOTE: Once the number of maximum days has been reached under an applicable MVP plan, the
additional days may be customer pay or submitted under Warranty goodwill.

Rental Approval and Tracking
e The designated dealer management person must approve Goodwill Alternate Transportation.

¢ The designated dealer management person from your dealership must review, initial and date
all Goodwill Alternate Transportation requests during the repair process.

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Administration> DWIN - POPPS Quick Dealer User Guide DWIN - POPPS Quick Dealer User Guide

Q: Our dealership performed a repair on a vehicle covered under a warranty, but the customer
has a MVP plan which covers Goodwill Alternate Transportation. What claim type do | submit the
Goodwill Alternate Transportation under?

A: In this scenario, the Goodwill Alternate Transportation reimbursement request must be submitted
under a Warranty (type W) claim because the repair is being performed under warranty. Dealers are
required to goodwill the Goodwill Alternate Transportation by entering “GW” in the Goodwill
Authorization Number field in Claim Entry. This same process also applies to Mopar and Recall claim

types.

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Q: | performed a repair covered under MVP and the repair has exceeded the allowed days of
Goodwill Alternate Transportation under the MVP plan and the customer is requesting additional
days, what do | do? Who covers the additional days?

A: Once the number of maximum days has been reached under an applicable MVP plan, the additional
days may be customer pay or submitted under Warranty goodwill. All supporting claim documentation
must be retained in the event of an audit.

Customer Care / AM / DM / TA Approvals

Q: If a customer will be driving the Goodwill Alternate Transportation beyond 15 days, is pre-
authorization required for the additional days?

A: Yes. On the 15" day the designated dealer management person must contact their Service & Parts
Area Manager (S&P AM) or Customer Care (if previously involved) notifying them of the part order
details and request additional day(s) of rental. The S&P AM / Customer Care are required to put a DM
Note in the system to extend the rental beyond 15 days. Dealers then submit the claim to the Warranty
Contact Center utilizing the RA process.

Q: What if the Customer Call Center approves Goodwill Alternate Transportation for a customer
pay RO?
A: The Customer Call Center will provide the dealership with a direct reimbursement.

No Repair Performed

Q: What if no repair was performed, but | have a claim for diagnostic time; do | request a
reimbursement check?

A: Itis not necessary to request a direct reimbursement. A warranty claim utilizing the No Trouble
Found (NTF) LOP must be used.

Part Detail Support

Q: How can the dealer confirm the order type, date, and shipping details?

A: Dealers have access to order history using DealerCONNECT>Parts>Parts/Order Inquiries> Part
Status. A sample of a Part Detail screen is provided below. The Order date, Order type, Status Date
will be reviewed to assist with rental support.

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Materials link>Rental Agreement Forms.

Misc. Questions
Q: Does FCA US cover the cost of fuel or underage drivers?
A: No. FCA US must follow the individual rental company’s business policies and procedures for rental,
including underage customers. Fuel is not reimbursable under the provisions of this program and
therefore would be a responsibility of the customer. If a customer is not eligible for rental due to any
number of reasons (age, expired license, etc.) then FCA US will be unable to extend Goodwill Alternate
Transportation to that customer.

Q: If the dealership does not have a rental agency nearby, can Goodwill Alternate Transportation
come from the dealership?
A: Yes. The rental can be obtained from your dealership or any other licensed rental agency.

Q: Our dealership has our own fleet of Dealer Service Loaner vehicles; can we submit for
reimbursement under the guidelines of this warranty bulletin?
A: Yes. Dealer Service Loaner vehicles are eligible under the guidelines of this warranty bulletin.

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