| Subject: | Enhancement to Saturn Goodwill Rental Car Program (U.S. Only) |
| Models: | 2006 and Prior Saturn Vehicles |
| Within Bumper-to-Bumper Warranty Coverage Period |
This bulletin is being revised to explain the enhancements to the Goodwill Rental Car Program. Please discard Bulletin 04-GI-01.
The previous Goodwill Rental Car Program allowed Saturn Retail Facilities to approve one-day goodwill rentals. Saturn is now enhancing the program by enabling Saturn Retail Facilities to approve up to three
days of courtesy transportation
through the Goodwill Rental Car Program. Program guidelines are listed below and are effective as of July 25, 2005. Please ensure that this information is reviewed with your affected team members.
Program Guidelines
| • | Pre-approval from the Saturn Customer Assistance Center will not be required for up to three days of car rental in those instances where performance of a warrantable repair requires that the vehicle be kept in the shop overnight. |
| • | Decisions on rentals should continue to be made on an individual needs basis with the goal of enhancing customer satisfaction. |
| • | Any existing service plan coverage can be made available for: |
| - | All Saturn vehicle purchase and lease customers within the bumper-to-bumper period of the New Vehicle Limited Warranty. |
| - | Saturn company-owned vehicles |
| • | Goodwill rental cars should not be provided for: |
| - | Vehicles in daily and long-term rental service |
| - | Retailer-owned vehicles |
| - | Vehicles in Retailer demonstrator service |
| • | If there is an excessive part delay and the customer will be in the rental vehicle for over three days, the following guidelines must be followed: |
| - | The Retail Facility must contact Saturn Service Parts Operations (SSPO). |
| - | The vehicle must be within the bumper-to-bumper warranty coverage period. |
| - | All claims will require authorization from the Saturn Customer Assistance Center (SCAC). |
| - | The Retail Facility must include the following information in the technician comments - SSPO case number, date the SSPO case number was opened, part number, SCAC authorization number and the number of rental days. |
| • | Facility operational issues such as shop loading/scheduling or technician availability will not
be a basis for Saturn-provided rentals. |
| • | The maximum vehicle rental reimbursement period is three days. Authorization by the Saturn Customer Assistance Center (SCAC) is required on any rental four or more days. |
| • | Any rental consideration greater than three days will require Saturn approval prior
to the fourth day of rental. |
| • | Goodwill claim submission processes will remain the same with goodwill case types continuing to be routed to the Saturn Customer Assistance Center (SCAC) for review. |
