Misc. Dealer Information
TO: ALL SATURN RETAILERS and AUTHORIZED SERVICE PROVIDERSThe National Traffic and Motor Vehicle Safety Act, as amended, provides that each vehicle which is subject to a product campaign of this type must be adequately repaired within a reasonable time after the owner has tendered it for repair. A failure to adequately repair within sixty (60) days after tender of a vehicle is prima facie evidence of failure to repair within a reasonable time. If the condition is not repaired within a reasonable time, the owner may be entitled to an identical or reasonably equivalent vehicle at no charge, or a refund of the purchase price, less a reasonable allowance for depreciation.
To avoid having to provide these burdensome solutions, every effort must be made to promptly schedule an appointment with each owner and to repair their vehicle as soon as possible. As you will see in reading the attached copy of the owner letter, owners are being instructed to contact the Saturn Assistance Center if their Retailer does not remedy the condition within five (5) days of the service date. If the condition is not remedied within a reasonable time, owners are instructed how to contact the National Highway Traffic Safety Administration.
FACILITY VIN LISTING
Two lists of vehicles assigned to you (Facility VIN Listing), which our records indicate were sold by or shipped to you, (or are located in close proximity to your facility) are enclosed.
The first list is a compilation of owners that were previously involved in 93C04 and are also involved in this campaign. The purpose of this list is to allow Retailers to be proactive in addressing the special concerns and needs of owners at a higher risk of dissatisfaction due to their recent involvement in two product recalls. The second list is a compilation of all non - 93C04 owners involved in this campaign. These listings are furnished to Retailers to aid them in their campaign preparation and follow-up activities.
These listings contain:
^ Owner's name with address and telephone number;
^ Complete Vehicle Identification Number (VIN);
^ All other campaigns that are still outstanding for that VIN (e.g. 93CO1 and 93C02) and;
^ VIN's of vehicles, which according to Saturn records are in retail stock.
The Facility VIN Listing (with owner information) is furnished to involved Retailers with the Product Campaign Bulletin. Although these vehicles are assigned to your facility, it is important to note that owners can take their vehicles to the Saturn Retail Facility of their choice to have this campaign performed.
Those Retailers not involved initially in this campaign will receive a message at the top of a blank Facility VIN Listing that states: NO VEHICLES ASSIGNED AT THIS TIME FOR CAMPAIGN 93C05.
These listings may contain owner names and addresses obtained from State Motor Vehicle Registration Records. The use of such motor vehicle registration data for any other purpose is a violation of the law in several) states. Accordingly, you are urged to limit the use of this listing to the follow up necessary to complete this campaign. Those records updated with California DMV registration information will have the following message printed adjacent to the appropriate VIN: "OWNER INFORMATION UPDATED BY CALIFORNIA DMV; PUBLICATION PROHIBITED."
REMOTE OWNER STRATEGY
In order to minimize customer inconvenience and ensure the highest level of customer satisfaction, owners who live in a remote location from an open Saturn Retail Facility will be contacted by Saturn to arrange to have their vehicles serviced in a manner convenient to them. Therefore, you may notice that not all vehicles which were sold by you are on your Facility VIN Listing.
RETAILER RESPONSIBILITY
All unsold new vehicles in Retailers' possession and subject to this campaign must be held at the retail facility and repaired per the service procedure of this campaign bulletin before owners take possession of these vehicles.
Retailers are to service all vehicles subject to this campaign at no charge to owners, regardless of mileage, age of vehicle, or ownership, from this time forward.
Owners of vehicles recently sold from your new vehicle inventory are to be contacted by the Retailer, and arrangements made to make the required correction according to instructions contained in this bulletin.
In summary, whenever a vehicle subject to this campaign enters your vehicle inventory, or is in your retail facility for service in the future, please take the steps necessary to be sure the campaign correction has been made before selling or releasing the vehicle.
TRANSFER OF CAMPAIGN RESPONSIBILITY
Saturn vehicles that have been sold by you, which may be closer in proximity to another Saturn Retailer, may still appear on your Facility VIN Listing. If either you or the vehicle owner determines that it is more desirable for a vehicle on your Facility VIN Listing to be serviced by another Saturn Retailer, campaign responsibility may be transferred by 1) submitting a Campaign Vehicle Action Report to your field representative. A copy of the Campaign Vehicle Action Report can be found in your Service Support Activities Folder; or 2) submitting an update in owner information to the Saturn Owner of Record system, via SERVICELINE, for Field Organization review and approval. All changes to campaign responsibility will be reflected in your next monthly Unfixed VIN Report.
All other changes in vehicle status (e.g., scrapped, stolen, etc.) are to be made in accordance with section 4.4.3 of the Retailer Service Reference Guide (Notifying Saturn of Vehicle Status Change).
UPDATING SATURN OWNER INFORMATION
When reviewing the Unfixed VIN Report or entering claims into the SERVICELINE system, please compare your owner information to the Saturn owner information provided. If changes are required to the Saturn owner information, please make them promptly. Owner information changes by the Retailer should be made using the methods listed below:
A. Change in Current Owner Information
1. Select [CMD - 3] key for "Change Customer Data" and access the Customer File Maintenance Screen. Make the appropriate changes.
2. Select [CMD-5] key to save the updated customer information and return to the Service Vehicle Master Maintenance Screen.
3. Enter vehicle mileage and select the [CMD-5] key to open a Customer Service Order (CSO).
B. New Owner Information
1. Choose vehicle by the VIN and not by the customer's name.
2. Select the [CMD-2] key to access the Customer File and Maintenance Screen. Enter the new owners name and address information, and enter "Y" in the "New Owner" field to prompt the update.
3. Select the [CMD-5] key to save the updated information.
4. Enter vehicle mileage and select the [CMD - 5] key to open a Customer Service Order (CS0).
SUGGESTIONS FOR ENSURING CUSTOMER SATISFACTION
As you know, Saturn's success hinges upon our ability to execute superior customer support throughout the ownership experience, especially when important corrective actions such as this are required. The scope and magnitude of this field action will require extra planning to ensure effective execution. Retailers should have an "action plan" so that they can effectively complete the campaign . . . and minimize customer inconvenience. Some thought starters include:
1) Develop a capacity-oriented plan to efficiently complete the campaign for vehicles assigned to your facility. Give consideration to leveraging additional available capacity outside of your Saturn facility (e.g. sublet work to non-Saturn facilities within your market area). Please remember that all customer interfaces should take place at the Saturn facility.
2) Dedicate an administrative "point person" in the Retail facility to facilitate Owner/Retailer/Saturn communication for this field action and consider the possibility of dedicated telephone lines.
3) Expand service staffing and dedicate technicians to this action.
4) Schedule appointments, so that this important service can be completed as quickly and conveniently as possible.
5) Utilize additional resources to minimize owner wait time and to reduce inconvenience (e.g., leveraged service capacity, extended service hours, weekend service, etc).
6) Coordinate with Saturn Roadside Assistance, as necessary, to pick-up and return vehicles for those owners who choose not to drive in.
7) Provide loaner or rental vehicles to owners, as required, until the repair can be performed. Again whatever "action plan" you choose, it is imperative that every effort is made to accommodate the owner. If you have any questions, please coordinate with the Saturn Assistance Center to help ensure customer satisfaction.
CAMPAIGN COMPLETION LABEL
Upon completion of the campaign, a Campaign Completion Label should be affixed on a clean, dry surface of the radiator core support in an area clearly visible when the hood is raised. Each label provides a space to print in ink (or type) the campaign number (93C05) and the five (5) digit facility code of the Retailer performing the campaign service.
As a reminder, additional labels may be obtained from your Service Support Activities Folder (provided to each facility as part of their "start-up" package) 9r may be ordered from Saturn Publications (1-800-828-2112 prompt 3, Item # S03 00013).