Dealer Information
FACILITY VIN LISTINGA list of vehicles assigned to you (Facility VIN Listing), which our records indicate were sold by or shipped to you, or located in close proximity to your facility is enclosed for your follow-up program. The Facility VIN Listing contains:
^ Complete Vehicle Identification Number;
^ Owner name, address and telephone number; and
^ VIN's of vehicles, which according to Saturn records are in retail stock.
The Facility VIN List (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 93C04.
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.
SERVICELINE CAMPAIGN IDENTIFICATION
All vehicles in for service at a Saturn Retail Facility will have the VIN checked for possible outstanding campaigns by the Saturn Retailer System. The SERVICELINE portion of the Saturn Retailer System compares the VIN from the vehicle in for service to a list of VIN ranges (Campaign Parameter File) that was set up for this campaign. Although the Campaign Parameter File is designed to be as discriminating as possible, it should only be used as a tool to aid the Retailer in identifying vehicles that may possibly be subject to this campaign.
The information provided in the "VEHICLES INVOLVED" section of this bulletin is the definitive information to be used to identify vehicles involved in this campaign.
RETAILER RESPONSIBILITY
All unsold new vehicles in Retailers' possession and subject to this campaign must be held at the retail facility and inspected/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) contacting the Saturn Assistance Center (1-800-828-2112, prompt 6); 2) 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 3) 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 provided information. If changes are required, please make them promptly. Variations in the Retailer's customer name information should be corrected 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 owner's 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 (CSO).
PARTS INFORMATION
No parts are required to complete this campaign.
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.
Retailers should have an aggressive "action plan" so that they can quickly complete the campaign ... and minimize customer inconvenience. Some thought starters include:
1) Immediately contact owners to schedule appointments, so that this important service can be completed as quickly and conveniently as possible.
2) Coordinate with Saturn Roadside Assistance, as necessary, to pick - up and return vehicles for any owners who choose not to drive in.
3) Provide loaner or rental vehicles to owners, as required, until the repair can be performed.
4) Utilize additional Retailer resources to minimize owner wait time and to reduce inconvenience (e.g., leveraged service capacity).
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 (93C04) 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) or may be ordered from Saturn Publications (1-800-828-2112 prompt 3, Item # S03 00013).
CREDIT
1. To receive credit for inspecting or correcting the battery cable terminal, submit a claim using the labor operation below:
Sale Case Labor Labor Add
Repair Performed Type Type Op Hours. Hrs.*
Battery Positive Cable Asm WC VC V8120 0.3 0.1
Terminal Inspection/Correction
* Campaign administrative allowance
2. Check your Saturn SERVICELINE Claim Memorandum daily. Remember to code the claim as a WC sale type, and VC case type. Contact your field representative if you need assistance.
3. Refer to the Customer Service Order Preparation Manual for details on Product Campaign Claim Submission.