Goodwill Self-Authorization Program - Simplification

Bulletin:
W96-003

Section:
Warranty

Date:
3/15/96

Model:
All

Applicable to:
USA

Subject:
GOODWILL SELF-AUTHORIZATION

After the new vehicle warranty expires, there are occasions when owners wish their vehicles were still covered and request special consideration.

Our Goodwill Self-authorization program was intended to give you an opportunity to help customers, where appropriate, without calling us first. We have learned from you that the previous version of this program was too complicated. To improve the use of this customer satisfaction tool, we've made it easier.

The guidelines for making decisions are simple. Provided that a repair would have been covered by the new vehicle. warranty, you can respond to a customer request for help by making a decision on the spot. You can also count on the following reimbursement schedule:





Maximum commitment per repair = $1,000
Maximum total commitment per vehicle = $1,500

What is not eligible:

^ Repairs covered by any extended warranty or service contract
^ Repairs not requested by a customer.
^ Reimbursement for previous repairs.
^ Vehicles owned or leased by Dealership, including used vehicles.
^ Vehicles owned or leased by Dealer, Centre, LRNA, or BMWNA employees or their relatives.

Obviously, this program is intended to create goodwill among retail customers and lead to repeat purchases Dealer Principals or Centre Managers shall designate a person in a management capacity who will make the decision to offer goodwill assistance. That designated manager will sign the repair order using the following words: "Goodwill Approved by: (Name of Manager)

The decisions of the responsible manager will not be challenged. Rather, we will use our experience to coach compliance with the intent of the program.

Since we will calculate the total LRNA contribution based on the age and mileage on the warranty claim, the Authorization Number to be used will always be:
RD 0111 11
Your Dealer # preceded by a 0 (zero)