Vehicle - Scheduled Maintenance Guidelines

GROUP:
00

NO:
209C

ISSUING DEPARTMENT:

Warranty

CAR MARKET:

U.S. Only

DATE:

YEAR MONTH DAY

2003 04 02

TITLE:
Factory Schedule
Maintenance (F5M45)
VFNA Loyalty Program

MY 2003

Factory Schedule Maintenance "F5M45" MY 2003

Volvo Cars of North America, LLC. Announces the 2003 - Volvo Finance of North America (VFNA) Factory Scheduled Maintenance Loyalty Program. This program covers VFNA portfolio customers who lease or purchase model year 2003, V70 (2.4, 2.4T, 2.4T AWD, T5 models) or S80 (2.9, T6 models) through VFNA from March 4, 2003 through April 30, 2003.

This Program covers the following:

- Factory scheduled maintenance up to 45,000 miles, as recommended in the Volvo Warranty and Service Records Information booklet. This program also includes specific wear items coverage.

- Wear items are identified as brake pads and front & rear wiper blades only.

- Wear Item coverage BRAKE PADS: Brake pad replacement coverage includes a maximum of 2 sets of front and rear pad replacements up to 45,000 miles.

- Wear Item coverage WIPER BLADES: Wiper blade coverage includes a maximum of 3 pairs of front wiper blades and 3 rear wiper blade (when applicable) replacements up to 45,000 miles.

Volvo Cars of North America, LLC's Warranty Department will use the processing system to reimburse retailers for claims submitted under the Factory Service Maintenance 45 program ("FSM45").

Only an authorized VOLVO retailer may perform the maintenance service under this program.

Note:
This program is non-cancellable.

CUSTOMER RESPONSIBILITY

Owners enrolled in the program must present the vehicle's FSM45 Identification Card to an authorized Volvo retailer for each recommended maintenance service. The vehicle mileage for each 7,500 mile interval may not exceed +/- 1,500 miles of the stated interval (e.g., the 7,500 mile service must be completed prior to the vehicle exceeding 9,000 miles. However, service may be completed as early as 6,000 miles).

The cost of the maintenance service and related items will be the responsibility of the Owner should the mileage exceed the applicable mileage limitation. Missing a maintenance interval does not cancel the program; however, it may affect the warranty coverage.

The maintenance schedule intervals are based on normal driving conditions and operation. Should an owner request more frequent/additional maintenance services, the cost of these additional services is the responsibility of the Owner.

RETAILER RESPONSIBILITY

It is the retailer's responsibility to verify vehicle eligibility & provide the maintenance and the wear item service under the FSM45 program. FSM45 Program Headquarters will issue to the owner of a qualifying vehicle a program identification card. The identification card will carry the vehicle identification number (VIN) for the vehicle covered under the program. It is the retailer's responsibility to verify the vin number and the mileage limitation before service is performed. Should an owner present his/her vehicle for a maintenance service without the ID card, the retailer must first establish eligibility for coverage & mileage limitations before any work is completed. This may be done by:

^ Review your retail facility records if you are the selling retailer and or servicing retailer.

^ Inquire via VEN or VRC2 - Vehicle Warranty where the message "Eligible for FSM45" will appear for eligible vehicles.

Should you have any questions concerning the CLAIM PREPARATION & SUBMISSION for the "FSM45" program, you should contact the Warranty Assistance Desk at 1-800-807-7712. Should you have any questions concerning a VEHICLE'S ELIGIBILITY for the "FSM45" program, you should contact your local VCNA Market Manager for assistance.

The retailer must check the Maintenance Records booklet to confirm that the maintenance interval on the vehicle is not being duplicated. After each service, the servicing retailer MUST complete and stamp the appropriate service interval section in the owner's Maintenance Records booklet.

Failure to properly verify vehicle eligibility under the program by determining if the service interval is open will result in claim denial.

Note:
Maintenance services under the FSM45 program meet Volvo's recommended maintenance service requirements. There should be no additional charges to the customer. However, the customer should be informed of any service or parts not covered by this program before that service/repair is performed.

CLAIM REIMBURSEMENT





Volvo Cars of North America, LLC will process claims for the "FSM45" program through the Warranty Processing system. For ease of claim submission, the SHORT FORM application will be utilized ONLY for the schedule maintenance portion of the program. See SCHEDULE: A attachment.

The LONG FORM application will ONLY be utilized for the wear portion of the program (brake pads and wiper blades claims only). See SCHEDULE: B attachment. All FSM45 claims for the wear portion (front or rear brake pads and front or rear wiper blade replacement) must be submitted as separate claims. Only one operation number and replaced part number PER CLAIM.





There is only one exception: Front wiper blades can only be claimed in pairs, requiring both front wiper blade part numbers to be listed on one claim. This is the ONLY exception. Refer to Schedule B attachment.

All requirements, policies & procedures for completing the claim apply to this program. This includes record keeping, supplying appropriate claim information, and timely submission and repair verification. All warranty compliance requirements, such as time punch and repair order retention apply to claims filed under this program.

Reimbursement will utilize the following criteria:

See charts for a breakdown of payments under this program.

- Included with this Service Manager Bulletin are two (2) charts which detail labor repair times and parts covered under this program. The SCHEDULE: A chart lists all parts and labor times for the Schedule Maintenance program. This is for information purposes only, since it is not possible to list labor times and part numbers on the short form. The SCHEDULE: B chart is for the WEAR ITEMS (Brake pads and wiper blades). It includes part number and labor operation information required to submit a long form claim.

- Your warranty labor rate, which is in effect on the date the service is performed, will be used to calculate labor reimbursement.

- Parts reimbursement will be at the suggested list price (except for expendable items) as listed in VCNA Parts Microfiche which is in effect on the date of repair (no handling credit will apply).

- Only genuine Volvo parts sold by VCNA may be used. Only lubricants meeting Volvo specifications may be used (see Owner's Manual for proper grades and applications).

- The Weekly Service Transaction Statement will detail, in a separate section, claim payment and pending information identified by the "F5M45" Program. This section will be titled "FSM Maintenance Program" and provides the following information: R.O. number, the Volvo assigned claim number, the repair date, credit amount and status of the claim.

ITEMS NOT COVERED

- Wear items (excluding brake pads and wiper blades) outlined on page 10 of the Warranty and Service Records Information manual.

- Damage to the vehicle resulting from normal wear and tear or abuse.

- Vehicles severely damaged and/or declared to be a total loss by an insurer.

- Service intervals missed by the owner/driver of record. Volvo retailers will perform the service that is appropriate for the mileage or age of the vehicle.

- Additional customer requested services or Volvo retailer suggested services not specified in the Volvo Warranty and Service Records Information booklet.

- Severe operating conditions requiring a shorter mileage or time interval for scheduled maintenance services.

SUBMISSION PROCEDURES

All standard submission requirements apply to claims filed under the "F5M45" program. Claims must be submitted within 60 days of a repair. Vehicles may not exceed the previously stated mileage ceiling of 45,000 miles. Only one (1) claim for each service interval will be allowed per vehicle. A maximum of two (2) sets will be allowed for the front and rear brake pad replacement and three (3) pairs for the front windshield wiper blade replacement and 3 rear wiper blade replacements (when applicable) within the 45,000 mile ceiling.

As with all claims submitted through the warranty processing system, Volvo will assign a claim number for each repair. Retailers must provide the claim type (F5M45), R.O. number and date, 17 digit VIN, mileage and applicable repair code (from charts provided).

Note:
Claim type "F5M45" MUST be used for all SHORT FORM and LONG FORM claims submitted under this program.

Claims with administrative errors will be returned for correction in the same manner a warranty claim would be returned to your retail facility.

Claims for which either the vehicle is not eligible or the vehicle has already had a claim paid for that interval will be returned / rejected.

The submission and processing procedures outlined in this Service Manager Bulletin apply only to the "F5M45" program. Claim submission procedures for previously issued maintenance programs are still in effect unless otherwise notified.

Should you have any questions concerning the CLAIM PREPARATION & SUBMISSION for the "FSM45" program, you should contact the Warranty Assistance Desk at 1-800-807-7712.

Should you have any questions concerning a VEHICLE'S ELIGIBILITY for this "F5M45" program, you should contact your local VCNA Market Manager for assistance.

Please be sure that all dealership personnel involved with claim preparation and submission are provided with a copy of these procedures and charts.