Transcript
Jonathan Weisberg Quality & Technical Services Manager Service Solutions
Visteon Automotive Systems P.O. Box 532290, Suite 400C Livonia, MI. 48153 -2290
Date: 6-01-03 To: All QS 9000 Service Centers U.S and Canada Subject: Launch of Same/Next Day Service to Selected RV Dealers
Products Affected: CDR CD Changer Dual Media CD 6 AM/FM Cassette AM/FM Cassette
1L8F-18C815-AA XU3F-18C829-AB 2L5T-18C868-AB 3L3T-18C815-AA 1W1F-18C870-DB F87F-19B132-BA
Date Code: ALL Vehicles Affected: RV Vehicles sold by authorized RV Dealers. The list of authorized Dealers are posted on the "evisteon", "customer service" website, under "partner login" access. This file will also be distributed in Excel format via e-mail. Program Overview: Visteon is the supplier of radios, CD players and CD changers to selected RV manufactures. In order to enhance customer satisfaction, Visteon is launching Same/Next Day delivery service to these selected customers. Same/Next Day Service Procedures: The same procedures that are in place for Ford and Lincoln/Mercury dealers on the Same/Next Day Delivery Service program apply to the RV dealer Same/Next Day Delivery program. If a RV Dealer in a current Same Day Service Market requests an exchange prior to 12:00Noon, it is required that the part be delivered by close of business of the same day. PLEASE DIRECT ANY QUESTIONS TO THE VISTEON CALL CENTER @ 1-800-367-3333
Next Day Service applies to dealers that reside outside the Same Day metro markets. Next Day orders shall be shipped via Next Day freight with a return shipping label for the core return.
Core Returns: Service Centers will be responsible for providing the standard core tracking records to Budco. This is the same core tracking procedures currently in place. RV dealers will be instructed that cores must be returned within 30 days of receipt. To ensure cores are returned on a timely basis, centers should implement the same dealership follow-up procedures as currently used. Customer Abuse: RV dealers will be advised as to what to look for in regards to visible signs of customer abuse. If radios are received with visible signs of customer abuse, the Service Center should advise the dealer that the claim is not covered under warranty and seek reimbursement from the dealer. Non-visible Customer Abuse claims should be entered into Budco, same as current process. Warranty Period: 36 Months From Vehicle Sale Date, Unlimited Mileage Warranty / Claim Entry Procedures: A.) Warranty Data RV dealers will provide warranty information as per the "RV Procedure Request for Advance Exchange" fax form (following), but will not provide an FCS 1878 warranty claim form. RV dealers do not stock FCS 1878 claim forms. The Service Centers will be responsible for providing and filling out the FCS1878 form. For auditing purposes, attach the completed RV DEALER REQUEST FOR ADVANCE EXCHANGE form to the completed FCS 1878 claim Information required is listed below: Dealer Name Vehicle Identification Number (VIN) Date Assy Removed Vehicle sale date Part number B.) Claim Entry process Use Standard FCS 1878 Claim Form and follow the steps below:
PLEASE DIRECT ANY QUESTIONS TO THE VISTEON CALL CENTER @ 1-800-367-3333
1.) Enter the letters "RV" in the VIN field. This will establish this claim as an RV type claim and Cause a message to be displayed as follows: " Enter 17 digit VIN, and Dealer Name as Customer Name" 2.) Enter complete VIN in the VIN field (return the cursor to the beginning of VIN field and type over RV.) 3.) Enter DEALER Code of "55555". 4.) Enter the Dealer Name in the "CUSTOMER NAME" field. Note: The remainder of the claim entry process is the same as a standard Audio claim. Sales Opportunities: There may be opportunities for Centers to provide upgraded audio systems to RV dealers. Service Centers are therefore encouraged to proactively promote the Visteon sales upgrade program to all RV dealers. Effective End Date: Ongoing
PLEASE DIRECT ANY QUESTIONS TO THE VISTEON CALL CENTER @ 1-800-367-3333
To: Service Center Fax Number: Number of Pages:
RV DEALER REQUEST FOR ADVANCE EXCHANGE This form must be completed in full. Use only one form per unit. Warranty limits 36 months unlimited mileage. ONLY COMPLETED & IN WARRANTY FORMS WILL BE PROCESSED
P&A CODE:
Dealer Name, Address unit is to be shipped to:
55555 Contact Name:
Phone#
Fax#
Part Number:
Serial number:
Repair Order # (R.O.)
Date of Sale (of Vehicle)
Date Assembly Removed
Current Mileage
Vehicle Type
Model Year
Customer Complaint with unit (please be specific):
VIN#, MUST be a complete 17 digits, (5th, 6th, 7th are vehicle type, 10th is model year of vehicle)
1
2
4
3
5
6
Does unit need a Magazine to be sent?
7
Yes
How Many CD's?
8
9
No
10
11
12
13
CDs stuck inside?
Tape Stuck inside?
Is this a repeat repair?
Yes
No
14
15
16
Yes
No
Yes
No
17
Reference/R.O. # of last repair:
Dealer internal Reference Code:
ACKNOWLEDGEMENT OF ADVANCE EXCHANGE REQUEST Visteon Service Center acknowledges above request order. Below is our reference number for your convenience. Also is the tracking number and date unit was shipped. Unit will be shipped on the same day requested if fax is received before 4:00pm. All units shipped will be received at your Dealership by the next day. Visteon Service Center Reference #: Date & Tracking # unit was shipped:
PLEASE DIRECT ANY QUESTIONS TO THE VISTEON CALL CENTER @ 1-800-367-3333
