Warranty - Changes in Claim Submission
FILE IN SECTION: Warranty AdministrationBULLETIN NO.: 41-05-04
DATE: December, 1994
SUBJECT:
Changes in Claim Submission and Necessary Approval for Cadillac Gold Key Courtesy Transportation
MODELS:
All 1995 and Prior Cadillac Models
In response to requests from the Cadillac National Service Managers Council and the Cadillac Customer Satisfaction Committee of the National Dealer Council and the results of field investigation the following changes will take place Effective Immediately:
CLAIMS FOR THE USE OF PHASE 1 VEHICLES WILL NO LONGER REQUIRE THE SUBMISSION OF TWO SEPARATE RO'S.
All Phase 1 and Phase 2 Courtesy Transportation claims must be written and submitted to Cadillac on the same Repair Order as the eligible repair (warranty, VPP, Goodwill, etc.). Continue to use the same labor operations previously used (Z8001-Z8006 for Phase 1, Z7901-Z7906 for Phase 2).
VIN MUST BE INPUT IN THE COMMENTS FIELD.
In all cases when submitting warranty claims where a courtesy vehicle has been provided to the customer, the 17 character VIN of the courtesy vehicle being provided must be entered in the first 17 spaces of the "COMMENTS" field.
For loaner vehicles provided under Phase 1 or Phase 2 of the courtesy transportation program, the VIN should be entered in the comments field of the line being submitted for reimbursement of the courtesy transportation rental fee.
When a Phase 3 vehicle is provided, the 17 character VIN of the car being provided must be input in the comments field of the first line of warranty repairs to the customer's vehicle.
In those instances where a Non-Cadillac vehicle is provided (Phase 2) it will still be necessary to input the 17 digit VIN. Failure to include this information will generate a warranty audit report.
ZONE AUTHORIZATION
Zone Authorization will be necessary to submit any Phase 1 or Phase 2 Courtesy Transportation Claim for 4 or more days of use (Dealer Self-Authorization will not be sufficient).
ADDITIONAL CLARIFICATION OF PROCEDURES
What Constitutes a Day
When calculating the number of days a vehicle has been in use, a day is defined as a 24 hour period.
Weekends
Scheduling repairs on Fridays or the day before a holiday does not enhance customer satisfaction if the repairs cannot be completed that day. Therefore, every effort should be made to schedule customer repair visits to coincide with the availability of qualified technicians. Courtesy transportation vehicles should only be provided to a customer over the weekend or holidays when the customer is experiencing a safety related warranty failure or has a vehicle that is inoperative due to warranty failure.
Charges Per Day
The General Motors Service Policies and Procedures Manual (revised version 10/94), under definition of terms. defines Sublet Repairs as "Any repair or service performed by a third party engaged by the dealer to perform such repairs or services". It further states, in Article 1.5.7 Sublet Repairs page 14, "Sublet repairs will be reimbursed at Dealer's actual cost less any discounts or allowances that apply to the sublet invoice but not to exceed the Dealer's parts and/or labor allowance as set forth in Articles 1.5.1 and 1.5.2." It has been noted that some dealers have agreements with rental companies that provide a "REBATE, DISCOUNT or Other ALLOWANCE" for rental of vehicles used for non-warranty related repairs. These ALLOWANCES affect the dealers actual cost and must be applied to Phase 2 vehicle claims. The daily rate for alternate transportation vehicles furnished in conjunction with warranty repairs and this program may not exceed the customary rate charged by the provider in the dealer's area or for rental vehicles utilized in non-warranty situations. Any deviation will result in charge backs.
If your dealership has been overpaid, please follow the procedure outlined in Cadillac Dealer Service Information Bulletin Number 93-I-23 (February 1993), "dealer Self-Debit".
The Gold Key Courtesy Transportation Program was designed to increase our customer's satisfaction by providing them with transportation when their Cadillac was unavailable due to a warranty-related repair. This remains our objective and we must use all the tools available to expedite these repairs.
Important:
Every effort should be made to complete repairs as quickly as possible and generally in less than 3 days.
If parts are needed and not in dealer inventory, please refer to Warranty Administration Bulletin number 480502 (August 1994) which details the procedure for expediting parts for assistance with parts delays.