Dealer Letter
May, 1992TO: ALL VOLVO DEALERS - U.S. AND CANADA
RE: SERVICE CAMPAIGN 60
Volvo is committed to continuously improving our products and services. It is our intention to demonstrate that our service support is among the best. We have therefore, made a decision to improve vehicle performance by including certain technical updates on 1992 960 models via a Service Campaign.
Special procedures designed to exceed customer expectations are being instituted as part of this campaign. These procedures are intended to reaffirm a "new way of doing business" as announced at the Annual Dealer meeting. This campaign announcement and the sensitive customer handling gives us the opportunity to prove our commitment to do things ditferently.
We are requesting that dealers provide special care for 960 owners that includes the following:
1. Vehicles will be returned to the owner with the exterior and interior cleaned.
2. Vehicles will be topped up with premiumun leaded gas.
3. Alternate transportation will be provided. This includes either the use of a Volvo loaner car or demonstrator vehicle (i.e., 240, 700 or 900 series car). Area Management will review your role in this procedure.
Your dealership will be reimbursed for the expenses covering these procedures as described on page 6 of the attached Service Manager Bulletin.
This process requires high quality involvement and support from dealer personnel. The attitude and image projected to the customer must exemplify Volvo's special attention to the change in how we are responding to our customers. Your support is critical to keeping our promise to 960 owners.
A complete description of the repair requirements and claim submission procedures is included with this dealer package. It is the dealer's responsibility to review the details provided in the informational materials listed below with all dealership personnel involved.
- Service Manager Bulletin 00-139
- Technical Information & Instructions 25-60, 28-60, 37-60, 43-60
- Owners Letter
- Parts Information Bulletin 8-60 (U.S.), and 8-60A (Canadian).
Customer Notification
All owners of affected vehicles will be contacted by letter directly from Volvo. The owner mailing will be staggered through the month of June.
Additionally, 960 owners will be mailed a supplemental information booklet which details the following Maintenance Schedule revisions:
- Camshaft Timing Belt Replacement at 20,000 mile/32,000 km intervals.
- Tire Rotation at each 10,000 mile/16,000 km interval. (Refer to SMB 00-137 dated May 1992 for complete details.)
Campaign Responsibility
Dealers are to repair all vehicles within the applicable vehicle ranges regardless of mileage. The repairs covered by this Campaign are free of charge to the owner. Dealers are to schedule the appropriate shop time based on the pick up schedule or drop off by the owner.
Once the repairs have been completed, the 960 vehicle is to be washed and the interior cleaned before returning to the owner. Additionally, the dealer is to ensure that the vehicle is returned with a full tank of premium unleaded gas.
The use of the loaner vehicle, detailing and the topping with fuel is free of charge to the owner and applies to retalled vehicles only.
Stock Vehicles
All stock vehicles within the chassis ranges must have Campaign 60 completed prior to customer delivery or dealer trade.
A standard warranty claim will be used for reimbursement.
No car within the affected range is to leave your dealership without having Campaign 60 completed.
A supplemental information booklet detailing changes to the 960 Maintenance Service Interval, equal to the number of vehicles in your stock, is enclosed. The content is to be reviewed with each owner prior to new car delivery and must be placed in the Owner's Wallet.
Campaign Reimbursement
For 960 retall customer cars, reimbursement will include provisions for the repair time, loaner use, detailing and topping up with premium fuel as applicable.
For demonstrators or cars in stock only the repair procedure will apply.
Your cooperation is greatly appreciated.