CHG. IN POLICY FOR MANAGING CAMPAIGN VEH. ACTION REPORTS
SUBJECT: Change in Policy for Managing Campaign Vehicle Action Reports (CVARS) --------------------------------------------------------------------
TO: Saturn Fixed Operations Managers and General Managers
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It has always been Saturn's philosophy to achieve a 100% completion rate on all recall campaigns. As Retailers continue to contact their assigned owners of vehicles with open campaigns, they will undoubtedly encounter vehicles/customers that for one reason or another, are unreachable.
There is a change in the policy for handling these types of cases. The Retailers now should, with the aid of the Customer Assistance Center, document each situation using the new Campaign Vehicle Action Report (CVAR) attached to the end of this bulletin. While the use of the CVAR has been the practice for all of Saturn's previous campaigns, there may still be a number of questions as to the proper use of these forms. Below are some guidelines that should be followed when filling out a CVAR:
Documentation Requirements for Campaign Vehicle Action Reports
The attached Campaign Vehicle Action Report is available to aid in documenting any status changes to vehicles that have been assigned to a Retailer for the purpose of campaign completion. Additional copies of this new form may be ordered from Saturn Publications (1-800-828-2112, prompt 3, Item # S03 97050).
The Campaign Vehicle Action Report is a legal document, and should only be completed by retail personnel authorized to represent the Retailer (e.g. the Director of Service, Fixed Operations Managers, etc.). When completing this form, please follow the instructions below and then send to your Customer Assistance Manager (CAM) at the Saturn Customer Assistance Center for action. The address is:
(Name of CAM) Saturn Customer Assistance Center Mall Drop S-24 100 Saturn Parkway Spring Hill, TN 37174
The following spaces are required to be filled out on the CVAR form:
All applicable information must be entered on the CVAR.
VIN: the VIN of the vehicle for which you are submitting the status change;
CAMPAIGN NO(S): At least one campaign must be entered; however, there is space provided for additional campaigns, if applicable;
FACILITY CODE: Enter the code of the facility submitting the change request;
CHANGE VEHICLE STATUS TO: Enter one (only one) of the appropriate status changes listed per form submitted.
VEHICLE STOLEN: Reports marked stolen must have a police report number and copy of the police report attached.
VEHICLE SCRAPPED: Reports marked scrapped must have the name and address of insurance carrier, a contact name, a phone number, and the insurance claim number. All efforts should be made to obtain scrap documentationfrom the insurance carrier.
OWNER UNRESPONSIVE/UNREACHABLE: Reports marked as unresponsive/unreachable must have appropriate documentation attached (i.e. returned mail, CSO documenting customer refused repair, etc.). Those owners marked unresponsive should be contacted by a Customer Assistance Center Customer Assistance Manager to make every effort to get the customer in for the campaign service. For those owners that are still not responsive, the Customer Assistance Manager completing the Campaign Vehicle Action Report should note all previous efforts to get the customer in for service.
VEHICLE TRADED TO: Reports marked as vehicle traded should only apply to in-stock vehicles, and should list the name and facility code of the receiving facility.
VEHICLE EXPORTED: Reports marked as exported should contain as much name and address information as possible along with documentation to support why the Retailer believes the vehicle has been taken out of the U.S. or exported, (i.e. mailfrom owner overseas, Export Tax documentation).
The Retailer's authorized representative must sign his or her name and title in space marked for the "Authorized Retail Representative, Title."
Campaign Vehicle Action Reports that do not conform to the above requirements will be returned to the Retailer by the Customer Assistance Manager for coffection and resubmission.
The completed form is to be mailed to the Customer Assistance Manager, who will approve and forward to the Saturn Service Compliance Coordinator. CVARs should NOT be faxed because faxing compromises the quality of the documentation. CVARs should NOT be faxed to the Service Compliance Coordinator. Your Customer Assistance Manager will send all approved CVARs to the Service Compliance Coordinator. If the request is rejected, the Customer Assistance Manager will return the form to the Retailer with a reason for the rejection.
IMPORTANT: If a vehicle has been scrapped but is accessible for repair, all efforts should be made to perform the campaign service on the vehicle. History has shown that many Saturn vehicles are returned to service after being "totaled." Also, the National Highway Traffic Safety Administration (NHTSA) reporting requirements mandate that vehicle manufacturers remain responsible for campaign correction regardless of vehicle condition. Retailers will be paid for all such corrections.
The procedure listed above will be updated in the Service Policies and Procedures Manual, and any other relevant resource publication.
General Motors bulletins are intended for use by professional technicians, not a "do-it-yourselfer". They are written to inform those technicians of conditions that may occur on some vehicles, or to provide information that could assist in the proper service of a vehicle. Properly trained technicians have the equipment, tools, safety instructions and know-how to do a job properly and safely. If a condition is described, do not assume that the bulletin applies to your vehicle, or that your vehicle will have that condition. See a General Motors dealer servicing your brand of General Motors vehicle for information on whether your vehicle may benefit from the information.
