VOLVO Protection Plus+ Factory Scheduled Maintenance (SMB00-317)

VOLVO PROTECTION PLUS+ FACTORY SCHEDULED MAINTENANCE

TECHNICAL SERVICE BULLETIN

CUSTOMER OFFER

To further enhance the Volvo's ownership experience, Volvo Cars of North America is offering The Volvo Protection Plus+ Factory Scheduled Maintenance coverage for Certified Pre-Owned Volvos.

Protection Plus+  is an FSM package that can be added to a CPO vehicle anytime prior to the sale of the vehicle. Protection Plus+  directly overlays the term of the CPO warranty and adds Factory Scheduled Maintenance (FSM) for 6 years, or 100,000 miles from the original in-service date.

Protection Plus+ can be selected at the time you acquire the vehicle, when you update the vehicle or at the time of sale (RDR). Once added in the Used Car Reporting System, VCNA will automatically invoice the retailer for the cost of the package based on the model year of the vehicle.

There are three extended maintenance claim types that are offered on Certified Pre Owned vehicles.

Model Years: 2006*, 2007 & 2008

Services: 15,000 - 97,500

Claim Type: CPOPP1 

*Only applicable on 2006 vehicles sold as CPO prior to 1/1/12. 

Model Years: 2009, 2010, 2011 - vehicles that do not have  Safe and Secure

Services: 37,500 - 97,500

Claim Type: CPOPP2 

Model Years: 2009**, 2010,2011 - vehicles that have  Safe and Secure

Services: 67,500 - 97,500

Claim Type: CPOPP3 

** There were a minimal number of Protection Plus+ contracts sold for 2009 CPO vehicles that have Safe & Secure. 

The Volvo Protection Plus+ coverage is a US specific program and is valid only when repairs are performed at an authorized US Volvo Retailer subject to all applicable exclusions or limitations. Coverage is based on the published time and/or mileage limitations of 6 years or 100,000 miles (whichever occurs first) from the vehicles original in service date. 

CUSTOMER RESPONSIBILITY

The mileage at time of service for each 7,500 mile interval should not exceed +/-1,500 miles of the stated service interval (e.g., the 15,000 mile service should be completed prior to the vehicle exceeding 16,500 miles). Customers should be informed that exceeding the mileage limitations for service may adversely affect vehicle component service life and warranty coverage for any future related failed components.

Volvo recommends that each customer brings their vehicle in for service at least once a year even if the vehicle mileage between services is less then 6,000 miles. Low mileage cars will be eligible if they are serviced within 2 months of their anniversary date. 

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 services is the responsibility of the owner.

RETAILER RESPONSIBILITY

It is the servicing retailer's responsibility to confirm vehicle eligibility for coverage and mileage limitations before any service is performed. Not all claim types listed in this bulletin are applicable to all vehicles.

The retailer must confirm the maintenance history on the vehicle to avoid duplication. This can be done by checking the Warranty Vehicle Inquiry screen, the vehicle claim history, vehicle service records, or the Warranty and Maintenance Records Information booklet in the vehicle. After each service, the servicing retailer must complete and stamp the appropriate service interval section in the owners Warranty and Maintenance Records Information booklet.

The Warranty Vehicle Inquiry screen will identify vehicles eligible for this program with the following designation: 

Message(s): Eligible for: Protection Plus 

CPOPP1 - Protection Plus 

CPOPP2 - Protection Plus 

CPOPP3 - Protection Plus 

Failure to properly verify a vehicle for each required service under the program by determining of the service interval is open will result in claim denial.

CLAIM SUBMISSION & REIMBURSEMENT

Volvo Cars of North America, LLC will process claims for the Protection Plus+ program through the Warranty Processing system. The LONG FORM application will be utilized for all claims.

Reimbursement will utilize the Mowing criteria:

• The retailer's warranty labor rate, which is in effect on the date of the repair order, will be used to calculate labor reimbursement.
• Parts reimbursement will be at the suggested list price (except for any expendable item) which is in effect on the date of repair (no handling credit will apply). These prices are available from: VolvoVision, the monthly Parts Pricing Microfiche and Service Bureau Tapes.
• Only genuine Volvo parts sold by VCNA may be used. Only lubricants meeting Volvo specifications may be used (see Owners Manual for proper grades and applications).

ITEMS NOT COVERED

• Wear items outlined in the Warranty and Maintenance 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 Maintenance Records Information booklet.

SUBMISSION PROCEDURES

All standard submission requirements apply to claims filed under the program. Claims must be submitted within 60 days of a repair. Only one (1) claim for each service interval will be allowed per vehicle. As with all claims submitted through the processing system, Volvo will assign a claim number for each scheduled service claim. Retailers must use the applicable claim type as indicated below.

Model Years: 2006*, 2007 & 2008

Services: 15,000 - 97,500

Claim Type: CPOPP1 

Symptom Code: 1C

Cause Code: 98

*Only applicable on 2006 vehicles sold as CPO prior to 1/1/12. 

Model Years: 2009, 2010, 2011 - vehicles that do not have  Safe and Secure

Services: 37,500 - 97,500

Claim Type: CPOPP2 

Symptom Code: 1C

Cause Code: 98

Model Years: 2009, 2010,2011 - vehicles that have  Safe and Secure

Services: 67,500 - 97,500

Claim Type: CPOPP3 

Symptom Code: 1C

Cause Code: 98

Service Interval (miles)	Operation Number	Reimbursement Times
15,000	17605
22,500	17608
30,000	17612
37,500	17615
45,000	17618	REFER TO
52,500	17621	VSTG FOR
60,000	17624	CURRENT TIMES
67,500	17626
75,000	17628
82,500	17630
90,000	17632
97,500	17634

Refer to the Warranty and Maintenance Records Information booklet for complete list of what is included at each service interval. 

Refer to VIDA for applicable part numbers for each service and applicable models. 

Claims with administrative errors will be returned for correction in the same manner as 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 the Service Manager Bulletin apply only to the 'CPOPP1, CPOPP2 and CPOPP3' program.

Should you have any questions on concerning the Protection Plus+ program and eligibility please contact a member of the CPO team, or your Market Manager.

For questions concerning CLAIM PREPARATION & SUBMISSION for this program you should contact the Warranty Assistance Desk.