Warranty Claim - Requirement Changes
90nissan09Reference: WARRANTY BULLETIN WB/90-017
Date: December 19, 1990
TO: ALL NISSAN DEALERS
SUBJECT: DSA/CLAIM APPROVAL REQIJIREMENT CHANGES
In an effort to assist dealers in warranty claim processing and improving customer satisfaction, the National Warranty Department is pleased to announce revisions to the Dealer Self-Authorization (DSA) program and other current warranty claim approval requirements.
DSA PROGRAM CHANGES
Effective December 3, 1990, DSA level assignments have been restructured. Essentially, all dealers will participate in the DSA program to some extent. The current three levels of DSA were eliminated. Your Regional Parts and Service department is now responsible for determining each dealer's authorization levels.
Listed below are the revised maximum self-authorization levels:
Assembly Replacement $2,500.00
Straight Time (Labor Op Code) by itself 1.0 hours
Paint Imperfections $500.00
Perforation Due to Corrosion $500.00
Trim, Glass, Upholstery $500.00
Out of Warranty (Goodwill) $500.00
Tires 2 per R.O
These increased levels will allow you to be more responsive to your customers and enhance your ongoing customer satisfaction efforts.
APPROVAL REQUIREMENTS FOR WARRANTY CLAIMS
The following warranty claim approval requirements have been restructured:
1. DSM authorization for claims for replacement of the following assemblies is only required for the second replacement on the same vehicle:
Alternator Starter
Carburetor Steering Gear
Complete Engine/Short Block Strut Assembly
Diesel Injection Pump Transfer Case
Differential Transmission/Transaxle
Electro Injection Unit
2. Straight Time
All claims with "Other" labor operations claimed in conjunction with a flat rate operation (eg. GB10AA, GB9999) require District Service Manager approval. Straight time claimed alone requires approval beyond the limit established for your dealership by Regional Management.
3. Replacement of Trim, Glass and Upholstery
These claims require approval if the claim total exceeds $500 or the lower limit established for your dealership by Regional Management.
4. Paint Imperfections (PNC PAINT, AAW10)
All vehicles received by the dealer should be inspected for paint imperfections. Claims for paint imperfections due to transportation damage must be submitted using a transportation damage claim.
Refinishing or repair of paint damage by "stone chipping, chemical fallout, tree sap, salt, hail, windstorm, lightning or other environmental conditions" is not covered by this program.
The current Warranty Flat Rate Manual contains definitions of warrantable paint imperfections. Paint claims require approval if the claim total exceeds $500 or the lower limit established for your dealership by Regional Management.
5. Perforation Due to Corrosion (PNC PANEL)
Claims for replacement or repair of body parts perforated by corrosion require approval when in excess of $500 or the lower limit established for your dealership by Regional Management.
6. Vehicle/Components Out of Warranty
Reason, fairness and good customer relations may require deviation from Nissan's warranty policies. If, in the dealer's judgement, circumstances warrant the correction of deficiencies for which no allowance is generally made, claims exceeding $500 or the lower limit established for your dealership by Regional Management require District Service Manager approval.
7. Tires
Claims for more than two tires or the lower limit established for your dealership by Regional Management require District Service Manager approval. Claim approval indicates solely that the removed tire has been inspected by the District Service Manager and that applicability of the warranty and the reason for tire failure have been verified; reimbursements are subject to adjustment.
All other approval requirements remain unchanged.
All of the changes to the DSA program and DSM warranty claim authorization requirements apply to claims submitted on or after December 3, 1990 and warranty claims in process at the National Warranty Department on or after that date.
Previously, if a dealer maintained a DSA Level 1 or Level 2 status, warranty statistics for that dealer were not analyzed for audit purposes. Since all dealers will usually participate in DSA to some extent, warranty statistics for all dealers will be analyzed by the Corporate Audit Department.
All changes noted in this bulletin will appear in the 1991 Warranty Policies & Procedures Manual.
Should you have any questions regarding this information, please contact your District Service Manager or Regional Parts and Service Department.