Vehicle - Emergency Roadside Service Enhancements
Group Ref.: General InformationBulletin No.: 310114
Date: January, 1994
INFORMATION
SUBJECT:
1994 ROADSIDE SERVICE ENHANCEMENTS
MODELS:
1994 AND PRIOR CADILLAC MODELS
THIS BULLETIN REPLACES DSIB 92-I-5 WHICH SHOULD BE DISCARDED.
The Cadillac Roadside Service Enhancements have proven to be a valuable asset to our customers and gives Cadillac a decisive edge over the competition.
There are three enhancements: Emergency Road Service, Trip Interruption, and Trip Routing. This bulletin describes the dealer procedures for Emergency Road Service and Trip Interruption. The Trip Routing service will be provided to the customer by the Roadside Service Center.
Emergency Road Service:
Beginning with the 1993 model Cadillacs, the five types of no-charge emergency road services described below are provided for 48 months/50,000 miles, whichever comes first. (1992 models are covered for 12 months/12,000 miles. Pre-1992 models must pay for Emergency Road Service.)
Dealers have the option of using the Roadside Service Truck or an outside service provider to provide Emergency Road Service. When an outside service provider is used, provisions should be made to bill the dealership directly for the services. Customers within the coverage period should not be billed for these services. Each case must be documented on a separate repair order with the appropriate bills (outside service, tow, fuel, etc.) attached and the Roadside Service case number noted, if available.
Described below are the five Emergency Road Services and claim procedures:
Towing:
Towing is provided for any non-warranty situation (such as stuck in snow, accident, etc.). For claim submission use Labor Operation Z8011, failure code 99, and a net dollar amount. The original copy of the tow bill must be attached to the repair order. While there is no stated limitation on towing distance, the vehicle should be towed to the nearest service facility.
Lock Out Assistance:
Lock out assistance covers lost keys and keys locked in the car. If this service is performed by a Roadside Service dealer using their Roadside Service truck, the allowable charge is the normal $35 or $40 Canadian Roadside Service fee, one half hour labor at your current warranty labor rate, plus the Roadside Service 50 percent overtime premium, extended travel range allowance if applicable (defined as $1 per mile or kilometer beyond 30 miles or 50 kilometers one way), and any applicable parts cost for replacement keys.
If this service is performed by an outside service provider, the original copy of a detailed bill must be attached to the repair order. For claim submission use Labor Operation Z8012, failure code 97 for service provided by dealer and failure code 98 for service provided by an outside supplier, and a net dollar amount.
Fuel Delivery:
Fuel delivery covers any out-of-fuel situation and includes up to five gallons or 20 liters of fuel. If this service is performed by a Roadside Service dealer using the Roadside Service truck, the allowable charge is the normal $35 U.S. or $40 Canadian Roadside Service fee, one half hour labor at your current warranty labor rate, plus the Roadside Service 50 percent overtime premium, extended travel range allowance if applicable, and the reasonable fuel costs.
If this service is performed by an outside service provider, the original copy of a detailed bill must be attached to the repair order. For claim submission use Labor Operation Z8013, failure code 97 for service provided by dealer and failure code 98 for service provided by outside provider, and a net dollar amount.
Battery Jump Start:
Jump starts are covered for any non-warranty situation (for example, lights left on or vehicle not started for long period of time.) If this service is performed by a Roadside Service dealer using the Roadside Service truck, the allowable charge is the normal $35 U.S. or $40 Canadian Roadside Service fee, one half hour labor at your current warranty labor rate, plus the Roadside Service 50 percent overtime premium, and extended travel range allowance if applicable.
If this service is performed by an outside service provider, the original copy of a detailed bill must be attached to the repair order. For claim submission use a net dollar amount, Labor Operation Z8014, failure code 97 for service provided by dealer, and failure code 98 for service provided by an outside provider.
If the no start condition appears to be caused by a warranty failure, a diagnostic evaluation should be made, as well as any necessary repairs, and the claim submitted as a warranty item.
Battery Pro-Rate Eliminated - In the interest of Customer Satisfaction, the battery pro-rate charge has been eliminated during the bumper-to-bumper warranty period. The pro-rate continues to apply on 1993 and prior models after 12 months or 12,000 miles.
Flat Tire Change:
Flat tire changes, but not repair or tire replacements, are covered. Tire replacement/repair may be covered under the tire manufacturer's warranty. If this service is performed by a Roadside Service dealer using the Roadside Service truck, the allowable charge is the normal $35 U.S. or $40 Canadian Roadside Service fee, one half hour labor at your current warranty labor rate, plus the Roadside Service 50 percent overtime premium, and extended travel range allowance if applicable.
If this service is performed by an outside service provider, the original copy of a detailed bill must be attached to the repair order. For claim submission use a net dollar amount, Labor Operation Z8015, failure code 97 for service provided by dealer, and failure code 98 for service provided by an outside provider.
Trip Interruption:
If owners of current model year Cadillacs have their trips interrupted because of warranty failure, the owners can be reimbursed for reasonable expenses incurred for hotels, meals, and rental cars or taxis while the vehicles are being repaired. Roadside Service Trip Interruption reimbursement is provided for 48 months/50,000 miles, whichever comes first. In these situations, every effort should be made to repair the vehicle quickly to minimize owner inconvenience. Trip Interruption applies only to repairs on warrantable conditions that render the vehicle inoperable.
Reimbursements made at the time of the applicable warranty repair do not require a separate repair order. However, reimbursements subsequent to the warranty repair or provided by a dealer other than the servicing dealer will require a separate repair order. In either case, the claim should be submitted under Labor Operation Z8010, failure code 99 and a net dollar amount. If the reimbursement is done by a dealer other than the servicing dealer, (1) a copy of the warranty repair order and all original receipts must be attached to the repair order; and (2) the claim must include the customer name, address, and check number in the comments field of the claim detail. This customer information is to be preceded by the letters CR for customer reimbursement.
Documentation supporting all Roadside Service enhancement claims must be maintained as described in the Service Policies and Procedures Manual. A summary of the claims submission procedures are included. Please review these procedures with all customer contact and warranty personnel. If you have questions, please contact your District Service Manager or Cadillac Roadside Service.