Advanced Volkswagen Warranty. Table of Contents

Transcription

1 Advanced Volkswagen Warranty Table of Contents Labor Operations Codes.. 3 Overlapping Time...4 Labor Operations Structure Notes Technical Diagnosis....8 Technical Helpline Reimbursement Policy Guided Fault Finding Road Tests Diagnosis vs. Check Operations A Time. 17 Diagnosis to Improve the Customer Experience (DICE) 20 DICE ClaimsProcessing...21 Diagnosis Notes.22 Homework...23 Appendix..24

2 Module Two Objectives Upon completion of this module, you will be able to: Correctly submit the Time Units for claims that involve multiple Labor Operations with Overlapping Time(s) Understand the occurrences of diagnosis vs. repair, and submit claims that accurately reflect diagnosis and/or repair time(s) Properly submit claims that involve GFF, Road Tests, and Check Operations occurrences Understand what the Diagnosis to Improve the Customer Experience (DICE) Warranty Policy is designed to do, when it is applicable to use, and how to properly submit a DICE claim. Identify two questions you want answered about these topics: Q1 Q2 Identify two questions raised by other participants that may be useful to you: Q1 Q2 1

3 Labor Operation Codes 2820 The first four digits in a Labor Operations Code is called the Service Number. The Service Number identifies the vehicle part or assembly that is the subject of the code The second four digits describe the process involved or the type of repair performed Activity Code An activity code is represented by the 5th and 6th digits of the Labor Operations Code. When entering Actual Time Labor Operations, it will be necessary to utilize the following format: 1st 4th (Service Number being repaired/replaced) 5th 6th (Activity Code) 7th 8th (Index Code) Activity/Quantity *For this Activity Code, the Index is 99 which signifies Actual Time 2

4 Overlapping Time Notes: 3

5 Incorrect and Correct Submission of Overlapping Time Incorrect Submission Correct Submission Notes: 4

6 Labor Operation Structure Notes 5

7 Poll Questions 1. When VTA is contacted and they suggest an action that does not repair the vehicle, is it considered a Repair or Diagnosis? A) Repair B) Diagnosis 2. When the Techline advises an action that results in the repair of a vehicle, is it automatically Warranty? A) Yes B) No 3. Can you claim talking with or being on hold with Techline as Diagnosis Time? A) Yes B) No Notes 6

8 Technical Diagnosis Diagnosis time may be required to substantiate a customer complaint or to verify that a repair corrected the failure. Diagnosis time is not included in repair SRTs with the exception of visual diagnosis In short, Technical Diagnosis is the amount of time required for the technician to verify the customer s concern/complaint, and determine the cause, outside of a basic visual inspection Diagnosis time may be claimed starting after the vehicle is brought into the work bay and before any repairs or services are performed Diagnosis time may be claimed starting after the vehicle is brought into the work bay and before any repairs or services are performed. The following diagnosis Labor Operations must be utilized: : Guided Fault Finding or Guided Functions (applicable to MY 2004 and newer models unless otherwise instructed in Volkswagen publications such as Technical Bulletins, Required Vehicle Updates, Campaign Circulars, etc. In some cases the procedures in these documents may instruct the technician to specifically use Self Diagnosis : Technical Diagnosis What Technical Diagnosis Time Cannot be claimed for? 7

9 Technical Helpline Reimbursement Policy In the event a technician is advised by a VWoA Technical Helpline Consultant to replace a part which does not repair the vehicle and it is not possible to use the part again for another repair, Volkswagen will reimburse the dealership for the component through the Warranty claim. The technician s time to remove and install the component is considered part of the diagnosis. The reimbursement will be done under the following conditions: Technician is properly prepared for the call Technician has a valid, closed VTA case number The Comment field of the Warranty Claim must include the equivalent statement: part replaced as per Tech. Line, did not fix vehicle; VTA case number (Note: A valid VTA case number is required, not an access code. For example: VTA case number XX ) Volkswagen will only reimburse for non-defective parts if recommended by the technician s Helpline, and the Helpline call has been properly documented. Diagnosis exclusions/ restrictions Diagnosis time may not be claimed when the technician does not have sufficient technical training or experience for the system or model of vehicle being repaired. (The Service Manager is responsible to assign work based on the technician s training and experience). Do not claim diagnosis time while on hold or obtaining information from the Volkswagen Technician s Helpline Notes: 8

10 Guided Fault Finding (GFF) Guided Fault Finding 0150 and Self Diagnosis It has come to our attention that there is confusion in the use of Guided Fault Finding (GFF) and Warranty Administrators are experiencing difficulty when submitting a Warranty Claim. While submitting a Warranty Claim, please follow the following guidelines: All 2004 and Later Models should only use Guided Fault finding for diagnosis and only claim Labor Operation (Labor Operations beginning with 0129 are no longer valid for these Models) The Guided Fault Finding Diagnosis Log shows the actual Time Units spent on Diagnosis. SAGA allows the exact Guided Fault Finding Diagnostic Time Expenditure (DTE_ to be submitted on a Warranty Claim If it becomes necessary to perform a Self-Diagnosis as a result of Guided Fault Finding, you can claim this with as Technical Diagnosis. (Please note that the technician should always use Guided Fault Finding first and GFF has to be followed before commencing Self Diagnosis) Setting Readiness is included as a feature of Guided Fault Finding and should not be claimed separately. Whenever it is necessary to Set Readiness, you should use Guided Fault Finding for Setting Readiness If a technician has to break from Guided Fault Finding, then they should save the Job before disconnecting and should continue with Guided Fault Finding after the Part Replacement/ Repair is set to Readiness, and completes the Repair Procedure. By doing so, you will get only total for Time Units spent on Guided Fault Finding The Technicians should not have multiple printouts of Guided Fault Finding at various stages and then claim a total for Guided Fault Finding diagnosis. The last printout with Maximum Time Units should only be claimed 9

11 Guided Fault Finding (GFF) (continued) This communication is to be used as a reference guide for searching and viewing a paperless version of a Guided Fault Finding (GFF) or a Guided Functions (GF) diagnostic log. Step 1: Login to vwhub and select the Service tab Step 2: Select the (new) GFF Paperless hyperlink (See Figure 1) Figure 1 Note: The hyperlink for GFF Paperless will be listed under the Related Sites section. Select the hyperlink to access the GFF Paperless home screen. 10

12 Guided Fault Finding (GFF) (continued) Step 3: GFF Paperless Search Options Option 1: Search by VIN (See Figure 2) Note: The VIN must be either a full 17 characters in length or at least the last 8 characters. All letters uppercase (i.e. ABS, not abc) After inserting the VIN, select the LookUp button. Figure 2 Option 2: Search by Selected Date Range (See Figure 3) Note: The Importer and Dealer text boxes will be pre-filled with your Importer/Dealer code(s) The Date Range for Transfer and Diagnosis Dates is optional After inserting the Date Range, select the LookUp button. Figure 3: 11

13 Guided Fault Finding (GFF) (continued) Step 4: GFF Paperless Search Results Display The following data will be included in the search results display (See Figure 4): Note: VIN Diagnosis Date Transfer Date Importer/ Dealer Diagnostic Time Expenditure (DTE) DTC Tester ID Repair Order Number The column headings will provide sorting ability (when selected). The default is sorted by diagnosis date descending. The results set will be limited to 1,000 rows The VIN is a hyperlink providing the entire Diagnosis Log (See Figure 4) Figure 4: There can be multiple DTCs per Diagnosis Log. Therefore, the system will display only the first DTC. If any other DTCs are available, the DTC will be displayed as a hyperlink leading to a new screen showing all the DTCs 12

14 Guided Fault Finding (GFF) (continued) Step 5: GFF Paperless Log Display To view the entire Diagnosis Log, select the VIN hyperlink (See Figure 5). Figure 5: Notes: 13

15 Road Tests Diagnosis Requiring Road Tests The Repair Order must clearly show the vehicle mileage before and after the road test, as well as detailed technician notes, explaining the customer complaint, cause, and correction to justify and support the claim. Road tests may not be claimed more than one time per Repair Order. Road Test Labor Operations The following claim processing guidelines apply for road test labor operations- Important Labor Operation Road Test TU: See ElsaPro May be utilized when customer complaint has been verified and vehicle components will be replaced or repaired Labor Operation Road Test TU: See ElsaPro May be utilized to verify that vehicle has been repaired correctly and customer complaint has been satisfied Notes: Detailed technician notes explaining the Technical rationale for the road test must be made on the Repair Order when claiming a road test All supporting documentation must be attached to the Repair Order hard copy Any road test Labor Operation may only be claimed once per Repair Order, not once for each line Diagnosis time associated with a repair for a defect in material and/or workmanship, if necessary, may be claimed with and/or

16 Diagnosis vs. Check Operations When applicable check operations are available in ElsaPro, the applicable operation should be used instead of Technical Diagnosis. Then, any additional diagnosis beyond the check could be claimed as Examples of Check Operations GFF Piston Check Connecting Rod Check Crankshaft Check Valve Timing Check Tooth Belt Check Hydraulic Bucket Check Cooling System Check Vacuum Line Check Battery Check Generator Check Wheel Check Wheel (alloy) Check ABS Check AC Check Note: Always check ElsaPro for the most current operations and time units. Notes: 15

17 A Time & Diagnostic Time in Units One time unit is equal to 1/100ths of an hour, or.6 minutes The smallest increment we measure is 1 time unit Counting labor time in time units allows an easier way to calculate payment for Warranty claims 100ths of an hour are more easily calculated than minutes or seconds If there is a valid Labor Operation that pays 30 time units, and the technician s punch time is for 27 time units, the claim will pay the 30 time units the Labor Operation allows. However, when determining A Time, if the technician s punch time is 27 time units, you would claim his or her actual time of 27 time units. Notes: 16

18 Diagnosis Knowledge Check Can you claim the following? True or False 1. Diagnosis time may be claimed starting after the vehicle is brought into the bay and before any repairs or services are performed. True or False 2. To claim for reimbursement of a VTA advised repair that was unsuccessful, you need a valid VTA Access Code. True or False 3. You can claim for Technical Diagnosis if there are Labor Operations for certain diagnostic procedures performed, such as a battery check, coolant system check, generator checks etc True or False 4. A technician may punch individually for A-Time and/or diagnosis time if used in combination with a SRT operation in order to preserve the technician s efficiency on the SRT operation. True or False 5. Road tests may be claimed for every line that requires a road test to verify the concern and repair. True or False Notes: 17

19 DICE Challenge Scenario #1 Customer Concern: Knocking noise from the front of the vehicle when driving over bumps Technician Notes: Installed chassis ears for diagnosis of the vehicle, performed a road test, no noise heard. Pulled vehicle on hoist, removed tires, Inspected entire suspension, vehicle found to be operating normally. Scenario #2 DICE or No DICE Customer Concern: No sound from right rear speaker when radio is on. Technician Notes: Turns on radio and determines that balance and fader functions are not set for operation of the right rear speaker. Scenario #3 Customer Concern: Interior light flickering DICE or No DICE Technician Notes: Inspected wiring connectors and grounds. Measured voltage drop. Unable to duplicate flickering. Vehicle found to be operating normally. Scenario #4 DICE or No DICE Customer Concern: Check engine light was on but is now off. Technician Notes: Vehicle Self-Diagnosis used to interrogate for DTC s and evaluated measured valve blocks. No stored DTC s. Vehicle found to be operating normally. DICE or No DICE 18

20 Diagnosis to Improve the Customer Experience (DICE) Introduction The Diagnosis to Improve the Customer Experience (DICE) Warranty Policy is designed to allow Dealers, under certain conditions and criteria, to claim Technical Diagnosis when a customer concern cannot be duplicated or when the vehicle is found to be operating normally when compared to the same or similar type vehicle. Some positive effects of the DICE Warranty Policy are- Support fair technician reimbursement for diagnosis work Enhance repair quality through improvement of fix-it-right-the first-time Time used when a customer concern cannot be duplicated or when the vehicle is found to be operating normally when compared to the same or similar type of vehicle. The. DICE Warranty Policy is only applicable while the vehicle is covered under the New Vehicle Limited Warranty or the Powertrain Limited Warranty. Simply claim submission after diagnosis is performed With this policy, parts replacement is not necessary for reimbursement of diagnosis time. Only replace parts when diagnosis identifies a manufacturer s defects. DICE Warranty Policy Under certain conditions and criteria, the DICE Warranty Policy will allow Dealers to claim up to 50 time units (1/2 hour) of Technical Diagnosis when a customer concern cannot be duplicated and/or when the vehicle is found to be operating normally when compared to the same or similar type of vehicle. Actual DICE time expenditure (maximum 50 time units) may be utilize once per customer visit (Repair Order). All DICE claims must be submitted with appropriate documentation as outlined in the Warranty Policies and Procedures Manual. All DICE time requires the full signature of the Service Manager or designate. The authorization signature must be placed next to the technician notes describing the diagnosis steps on the Repair Order hard copy. Only diagnosis time which can be influenced at the technician level is included in this policy such as: Time used to investigate customer concerns, such as noises, fluid leaks, etc. Guided Functions or scan tool diagnosis when no MIL is on the road test 19

21 DICE Claims Processing Coding requirements for all DICE Claims: Service Number appropriate for the customer concern Claim Type 110 or 1PT, as applicable Damage Code 0010 Labor Operation for actual time expenditure (max. 50 time units) No other Labor Operations may be claimed in combination with Detailed technician notes must be clearly written on the Repair Order or entered on the ERO Diagnosis punch time must always be recorded separately on the Repair Order DICE is permitted once per customer visit Claim comments must include the following: The statement: DICE: Vehicle is found to be operating normally when compared to same or similar type vehicle The customer concern Applicable technician notes All Warranty Claims must be submitted for reimbursement in accordance with the Volkswagen Warranty Policies and Procedures Manual and are subject to review by Volkswagen Warranty. Notes: 20

22 Diagnosis Notes 21

23 Homework Prior to the next session: Complete the Post Assessment Read the What s New in Wiring in your Appendix Print the Participant Guide for the next session 22

24 Appendix 23

25 Wiring Claim Documentation Checklist To prevent delays in wiring claim processing, please make sure to always include the following information in your claim comments: Make sure to specify the Customer Complaint in every claim, whether wiring, or otherwise. Always clearly identify the location of wire(s) that were repaired or replaced; whenever possible, specify which component(s) the wire(s) are connected to. If a repair is performed to a connector and/or terminal, make sure to always specify the specific connector and/or terminal number. Refer to Elsa Web for specific connector/terminal number information. If a section of one or more wires are repaired using the VAS 1978 Wiring Repair Kit, always specify between which 2 connectors and terminals that the wiring repair was performed. Also specify the color of each wire that was repaired. Seek clarification from the technician on any of the above issues or the type of wiring repair performed to ensure accuracy within your warranty claim. 24

26 Advanced Volkswagen Warranty Module Two Participant Guide All rights reserved Volkswagen of America Inc Ferdinand Porsche Drive Herndon, VA