WARRANTY OPERATIONS NEWSLETTER
VOLUME 10, ISSUE 9

Published October 2, 2024

Pre-Authorization Requirements for Warranty Goodwill Grid
Requests
When submitting a Pre-Authorization Request
to the Powertrain Service Center (PTSC) or
Vehicle Digital Imaging (VDI), to help identify
your Warranty Goodwill Grid request, all

submissions MUST HAVE a note in both the
Repair Issue and Proposed Service Action
Boxes of the request. See screenshot below.

HV Battery Core Return Best Practice
Did you know that you do not have to wait for
the warranty claim to be approved? After the
repair of the HV battery replacement, we
request that you return the core immediately.

Holding on to the core often causes parts
availability issues for other dealers that need
these parts.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 10, ISSUE 9

New Learning Management System (LMS)
To align with the new training requirements and
Warranty/ LMS policies, the following new
message codes will begin appearing on claims.
The system updates are in progress to sync the
new curriculums data to warranty. More
details to be announced via a warranty bulletin
in Q4 before making any of these new message
codes into a REJECT message code. There will
not be any training enforcements until both of
the systems are in sync.
MT8 - Tech is in critical path of restriction
(restriction status = MONITORING for the given
skill category) based on date received of the
claim.
TT8 - Tech is restricted (restriction status =
ACTIVE for the given skill category) based on
the date received of the claim.
TT9 - Tech not met required skill to perform the
repair.
The following existing technician training
message codes will be discontinued in the
coming weeks.

MT5 - Tech has not met "Semi-Skilled" or higher
training level required for this repair
MT6 - Tech has not met "Skilled" level or higher
training level required for this repair; the
repair does qualify for the TASC
Exemption
NT5 - Tech has not met "Semi-Skilled" required
for this repair; the repair does qualify for
the New Technician Exemption Program
NT6 - Tech has not met "Skilled" level required
for this repair; the repair does qualify for
the New Technician Exemption Program
TT3 - Technician has not met the minimum
technical training requirements (Low
Skilled)
TT4 - Repair includes Operation Diagnostic
time and Tech has not met the "Skilled"
level training requirement.
TT5 - Tech has not met "Semi-Skilled" or higher
training level required for this repair
TT6 - Tech has not met "Skilled" level or higher
training level required for this repair
TT7 - Technician has not met "Highly Skilled"
level training required for this repair

WARRANTY OPERATIONS NEWSLETTER
VOLUME 10, ISSUE 9

Claim Entry and Claim Acknowledgement Screen Changes
The Claim Entry and Claim Acknowledgement
screens have been modified to support the new
Dealer Issue Detection - Incident (DID-I)
initiative. A general communication was posted
in the newsletter published on April 11, 2024
(Volume 10 Issue 3). The new screens in Claim
Entry were opened for a couple of pilot dealers
and were well received by them. As a next
step, the changes will be launched Nationwide
on October 16, 2024, to input the additional
Repair Order #, Repair Order Line Item and
Repair Order Line Item Number details in the
Condition tab. The Warranty Administrators/
claim creation users can now copy the 3C’s
narratives from the DID-I into the claims (if
there are any DID-Is submitted

already by technicians in Service Library) with
this new feature/function. Dealers are
encouraged to provide the additional details on
the claims. The main purpose of requesting the
additional data is to do a better claim / DID-I
matching for SmartWarranty level evaluation.
The Condition tab of Claim Entry will have the
below additional fields (see Screenshot 1):
1) Repair Order Line Item –> a dropdown
with the list of Repair Order Line
Numbers for the given VIN/dealership
2) RO# -> The actual RO# of the condition
3) RO Line Item Number -> The actual line
number of the condition

S
SCREENSHOT 1
Select the Repair Order Line Item from the
dropdown in the Condition tab (see Screenshot
2) and click Save to load (see Screenshot 3) the
available DID-Is from Service Library. If the

Repair Order Line Item is not listed in the drop
down, the user can choose N/A from the drop
down and manually enter both the RO# and the
RO Line Item Number on the Condition tab.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 10, ISSUE 9

SCREENSHOT 2

SCREENSHOT 3

WARRANTY OPERATIONS NEWSLETTER
VOLUME 10, ISSUE 9
The user can now choose the DID-Is from the
available list for the condition (see Screenshot
3). The user can either “Save With 3C’s
Narrative” or “Save Without 3C’s Narrative” or
CANCEL the pop-up selection.

If the user clicks on the “Save Without 3C’s
Narrative” button, then RO# and the RO Line
Item Number and DID-I details are saved on the
condition but 3C’s Narratives will not be prepopulated from DID-I.

If the user clicks on the “Save With 3C’s
Narrative” button, the actual 3C’s from the DID-I
will be pre-populated in the 3C’s Narrative
section as below (see Screenshot 4). The user
can continue to edit the narratives if required.

If the user clicks on “Cancel” or the “X” button
on the top right corner of the pop-up, then the
pop-up values will be ignored and no values
would be saved on the condition.

SCREENSHOT 4

The Claim Acknowledgement PDF will show the RO# and RO Line Item Number (if entered during the claim
submission).

WARRANTY OPERATIONS NEWSLETTER
VOLUME 10, ISSUE 9

The Print Preview PDF will show the RO# and RO Line Item Number (if entered during the claim
drafting/submission).

MY 2023 and 2024 ProMaster (VF) - All Models With Power
Folding Mirrors
Folding function of the outside mirrors, updated
service procedure to restore the Normal
Driving position.

permanent damage to the mirror. Electrically
restore the mirror to its normal position, as
soon as practical.

GENERAL INFORMATION
Please note that in the event of a power folding
outside mirror malfunction, the condition may
be due to the following possible causes:
1. Folded forward manually.
2. Folded by accidental impact.

Mirrors can be manually folded in forward
position, it is required to manually fold back to
the normal position before trying to use the
mirror switch, otherwise the mirrors may not
move with the switch, and be misdiagnosed as
a failed mirror.

The issue can be addressed by following the
service procedure. Not following the service
procedure can result in a continuous failure.
Leaving the mirror in a non-powered position,
accidental impact, or manual fold, can cause

For visual reference, Figure 1 represents the
three different folding mirror positions can
reach by folding it, even if it is by power,
manual, or accidental.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 10, ISSUE 9

Figure 1
If the mirror head or pivot exhibits a slight
amount of play in the normal position, the
mirror should be power folded closed, then
power folded open, this may require multiple
button pushes to restore proper power mirror
operation.

right and the mirrors will fold in, push the
switch on the left and the mirrors will return to
the normal driving position.
Please refer to Figure 2 below or go to page 27
of the ProMaster Owner’s Manual for the
Power Folding Mirror Switch controls.

The switch for the power folding mirrors is
located on the driver’s door panel, below the
power mirror controls. Push the switch on the

Figure 2
NOTE: The procedure previously described are
also explained in the ProMaster Owner’s

Manual in the GETTING TO KNOW YOUR
VEHICLE section, pages 27-28.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 10, ISSUE 9

Generic Procedure for Wheel Speed Sensor (WSS) Trouble Codes All Models and Variants
GENERAL INFORMATION
Please note that in the event of an Anti-lock
Brake System (ABS) and Electronic Stability
Control (ESC) warning light coming on, together
with traction control and red brake warning
lights, this wheel speed sensor condition may
be due to the following possible causes:
1. Low battery - low voltage, poor
ground
2. Damaged component
a. Damaged WSS wire – too much
twist, misrouting
b. Damaged ABS/ESC module
c. Damaged harness
3. Missing components
4. Continuity in wiring/sensor circuits –
poor ground, misconnection
5. Wheel speed sensor signal dropouts
– damaged wheel bearing/tone
wheel or axle shaft, contamination
(pole mismatch, debris, water)
6. Corrosion
The issue should be eliminated with a proper
diagnosis as indicated in the Vehicle specific
service manual and/or with the use of the
procedures listed below.

TROUBLESHOOTING PROCEDURE
Perform the pre-diagnostic troubleshooting
procedure (as per service Manual).
Follow these steps:
- Verify the customer complaint
- Check State of Charge (SOC)
Disconnect/connect both battery posts, as
described in the operation in the Service
manual.
A low battery SOC, or a charging system that is
not operating properly, can cause multiple
symptoms or DTCs to set.
If related to the customer complaint, check the
vehicle charging system and battery for proper
operation. Refer to the appropriate Service
Information.
- Check the vehicle repair history for any
recent repairs that may be related to the
customer complaint.
- With the scan tool, create a Vehicle Scan
Report (VSR) and ECU configuration
Report.
- Check for damaged and/or missing
components.

WARRANTY OPERATIONS NEWSLETTER
VOLUME 10, ISSUE 9
- Perform
operational
checks
on
components that are in the same circuit
(Refer to the wiring diagrams)
- Use the wiring diagrams to determine
what the circuit is doing, where the
problem most likely is occurring and
where the diagnosis will continue.
- If the sensor being used is the same on
left and right corner, swap the sensors
to check consistency in the error corner
or if it moves.
After performing attempts using
procedure described above: