Info - SPAC Case Escalation Process

From time to time, it is necessary for Parts Managers to obtain additional information regarding SPAC Cases. The following process should be followed to obtain this information when the need arises.

1. A dealership representative must set up a SPAC case and document SPAC case number.
2. SPAC cases may be set up via RAPID (US Dealers only) or TRACS (VIN Number is required).
3. Dealership representatives who experience difficulty in creating a SPAC case may call into TRACS and speak to an agent who can assist them (US Dealers the TRACS number is 1-800-433-6961, Canada Dealers the TRACS number is 1-866-275-5832).
4. To follow up on a SPAC case, dealership representatives should initially contact TRACS for an update. If no information is available, the dealership representative should request to speak to a Dealer Call Center agent. The agent will access the SPAC case database and provide the caller with the latest information.
5. If the information is not adequate, the dealership representative may ask that an inquiry be sent to our "Service with Action Team" (SWAT) for further investigation.

Important: Escalation to SWAT should be limited to extremely critical situations. Misuse of this process could severely impact the effectiveness of the team.

6. SWAT will respond back to the dealership representative within 48 hours.

Important: This bulletin is provided as information to the Service Manager. The Service Manager must continue to work through the Parts Manager when following up on a parts related issue.

1. Have you tried to locate the part locally?
2. Do you have an inoperable vehicle?
3. Has a SPAC Case been placed for this order?
4. Have you notified the Dealer Call Center analyst of the urgency of your situation?
5. Have you allowed 48 hours before inquiring on your SPAC Case? Most cases (75%) are resolved within 48 hours.

We hope this information will assist you obtaining feedback and closing your SPAC cases as quickly as possible.