... was met on July. 29, 2011, when the one millionth US built Sonata rolled off the
assembly line in Alabama. ... service parts business for both Hyundai Motors and
Kia Motors. In the US ... transportation, national call center, and dealer training.
PARTS ORIENTATION
Dealer Guide
Dealer Specific Information (Obtain from your District Parts & Service Manager)
Dealer Code: ___ ___ ___ ___ ___ Stock Order Day(s): ________
________
(Input by 5pm pacific time)
Return Months: ________
________
________
________
(Input between the first and fifth working day of the month)
Facing PDC: __________________________
District Parts & Service Manager:
__________________________
Phone:
__________________________
Parts Business Development Manager: __________________________ Phone:
__________________________
Parts Distribution Center Manager:
__________________________
Phone:
__________________________
Dealer Parts Support Center : (800) 545-4515 email:
[email protected].
DCS Helpline: (800) 435-7737
i
INDEX 1.
WELCOME
1 2 5 6
Overview of Hyundai HMA Organization Dealer Parts Support Center
2. 3. 4.
MOBIS PARTS AMERICA – PARTS DISTRIBUTION SYSTEM PDC Service Areas
9 10
HYUNDAI VEHICLES
11
HYUNDAIDEALER.COM
15 16 17 18 19 20
System Access Parts Landing Page Parts Sub Menus Hyundai Dealer Dashboard Hardware, Software, Settings
5.
DEALER COMMUNICATION SYSTEM (WEBDCS) WebDCS Navigation Orders Returns Information
6.
PARTS REFERENCE MATERIALS
29 29 31 32 32 33 34
Parts Catalogs Hyundai FlashDrive Parts Price Listings MSDS Sheets Parts Alerts / Parts Bulletins Service Information
7.
ORDERING PARTS & ACCESSORIES
35 35 36 39 40
Order Types Ordering Guidelines Other Orders Referral Policy
8.
25 26 27 28 28
RETURN PROGRAMS
41 41 44 45
Return Types Return Eligibility Return Process
ii
INDEX (cont.) 9.
REPORTS
47
10. SMARTSTOCK PROGRAM
49 49 51 52 53 54
Benefits and Requirements SmartStock Codes (ABC) Performance Score SmartStock Report SmartStock Training
11. MARKETING PROGRAMS
55 55 55 56 57 58 59 59 60 60 61 61 62 62
Co-op Advertising Program Hyundai Merchandise & Apparel Hyundai Authorized Tire Center Hyundai Owner Marketing Hyundai Accessory Resource Center Parts Performance Guild Print On Demand Quantity Purchase Discount Program Remanufactured Parts Program Wholesale Parts Website InteliChek ServiceSmarts New Marketing Programs
12. TRAINING / CERTIFICATION / INCENTIVE Courses Training and Certification System (TACS) STAR Awards Enrollment
13. WARRANTY
63 63 66 69 70 71 71 72 72 73 75
Accessory Warranty Replacement Parts Warranties Parts Specific Information Warranty Parts Return Notice
iii
1. WELCOME Welcome to the Hyundai family of dealerships. Whether you are with a brand new Hyundai dealership, or are a member of an existing Hyundai dealership, you will find valuable information on Hyundai’s policies and procedures in this booklet. You will also find many useful tips and learn about tools Hyundai provides to make your job easier.
Compacts
Accent
Elantra Touring
Elantra
Family Sedans
Sonata
Veloster
Hybrid
Azera
Sonata Hybrid
Crossover
Tucson
Santa Fe
Veracruz
Genesis
Equus
Premium / Performance
Genesis Coupe
1
Overview of Hyundai Hyundai is one of today’s fastest growing automotive brands. As of this writing, it is ranked as the fourth best-selling import brand in the USA and the Hyundai / Kia Automotive Group is the fourth largest automobile manufacturer worldwide.
Hyundai operates plants in South Korea and around the world, with two production facilities in the US supplying Hyundai / Kia vehicles. These state-of-the-art plants, located in Montgomery, Alabama and West Point, Georgia, employ over 6,000 American workers and are capable of producing over 660,000 Hyundai / Kia vehicles annually. The popular Sonata, Elantra and Santa Fe models are built right here in the United States. A milestone was met on July 29, 2011, when the one millionth US built Sonata rolled off the assembly line in Alabama.
2
Hyundai Motor Company – History Hyundai Motor Company (HMC) was founded in 1947 by the late Ju-Yung Chung as Hyundai Engineering and Construction Company. HMC was established in 1967 and is the auto sales leader in the South Korean domestic market. HMC exports vehicles to 193 countries worldwide.
The Korean word “Hyundai” signifies “modern” and reflects Hyundai’s commitment to sell innovative, high-quality vehicles at the most affordable prices.
Hyundai Motor Company operates the world’s largest integrated automobile manufacturing facility in Ulsan, on the southeast coast of South Korea. In 1996, Hyundai opened the Namyang Technology Research Center which includes a complete testing facility with a 2.8 mile oval test track, and a new $40 million aero-acoustic wind tunnel.
Hyundai now operates 8 research centers in South Korea along with four international centers, including the Hyundai America Technical Center Inc. in Ann Arbor, Michigan, the Hyundai California Design Center in Irvine, California and the Hyundai/Kia proving grounds in California City, California. Current research projects include electric-powered vehicles, low-emission gasoline vehicles, solar-powered vehicles, hydrogen-powered fuel cell vehicles and other alternative fuel vehicles.
Mobis – History From its beginnings under the name of Hyundai Precision Industry in 1977, MOBIS now is a top tier supplier to the automotive industry as well as operating the global after-sales service parts business for both Hyundai Motors and Kia Motors.
In the US, Mobis operates production facilities in Alabama and Georgia that supply front and rear suspension modules, dash modules and bumper modules for US built Hyundai and Kia vehicles. Mobis Parts America manages all Hyundai and Kia service parts distribution activities in the US, including warehouse operations, inventory management, transportation, national call center, and dealer training.
3
Hyundai Motor America (HMA) Hyundai Motor America (HMA), with national offices in Southern California, is the US sales and distribution arm of Hyundai Motor Company, South Korea. As of this writing, Hyundai Motor America is in the midst of constructing a brand new National Headquarters and is currently located in temporary facilities in Costa Mesa, CA.
HMA was established in 1986 and entered the US automotive market with the popular Excel model. As one of the most affordable cars of its time, it gained immediate acceptance with the public, selling almost 700,000 units in the first 3 years.
In the mid-1990s, recognizing the public’s desire for more sophisticated and luxurious vehicles, Hyundai replaced the Excel with the Accent and added more vehicle models to the lineup.
Today, Hyundai stands for high quality and value, offering 13 models available through a national network of over 800 dealers. From the economical Accent through the luxurious Equus, Hyundai has a vehicle to suit everyone.
The name “Hyundai” in the US is pronounced as “hun-day” (rhymes with Sunday).
Hyundai’s assembly plant in Montgomery Alabama, opened 2005
4
HMA A Organiz zation ndai Motor America’s A No orth American Corporate e Headquarte ers is located in Southerrn Hyun Califo ornia and the ere are 5 reg gional offices s across the e US that wo ork directly w with the locall deale ers. Corp porate Office e (temporaryy offices while the new HQ building is unnder construcction) Hy yundai Moto or America 32 200 Park Center Drive n Ma ail Center 2nd Floor Co osta Mesa, CA C 92626
Regional Offices s For lo ocal supportt, the country y is divided into i 5 region ns. Each region is subdivvided into distric cts. The regions are as shown s below w: NEW HAMPSHIRE ALASKA
VERMONT
Central
WASHINGTON
MAINE
NORTH DAKOTA MONTANA
Easterrn
MINNESOTA
OREGON
NEW YORK YORK 4
WISCONSIN WISCONSIN
1
SOUTH SOUTH DAKOTA A DAKOTA 1
IDAHO
3
MICHIGAN MICHIGAN 1
WYOMING
7
MASS RI CONN
PENNSY YLVANI
IOWA
NEW JERSEY Y
NEBRASKA NEBRASK
NEVADA
INDIANA
1 ILLINOIS
UT TAH
OH HIO IN 2NDIANA
OHIO
DELAWARE
COLORADO KANSAS
CALIFORNIA
MISSOURI
WV KENTUCKY
Western
MARYLAND VIRGINIA
N NORTH CA AROLINA
ARIZON NA TENNE SSEE OKLAHOM MA
NEW MEX XICO
ARKANSAS
SOU UT CARO OLINA
MS
GEORGIA TEXAS 5
HAWAII
LA
Southern
ALABA AMA
FLORIDA
South Cen ntral
Note: Easterrn Region has a few f WV dealers.. South Central R Region has a few w FL, GA, KS an nd MO dealers.
Central Region
Sou uth Central R Region
n Region Eastern
1705 Seq quoia Drive Aurora ,Il 60506 9 Tel 630 907-4700 Fax 630 907-6170 9
1421 1 South Beltlin ne Rd. Copp pell, TX 7501 19 Tel 972 745-3400 0 3 Fax 972 304-9303
1100 Cra anbury S. Rivver Rd. Jamesbu urg, NJ 08831 Tel 609 395-7000 Fax 609 395-8602
Southerrn Region
Wes stern Regio on
3025 Cha astain Meado ows Pkwy, Su uite 100 Marietta, GA 30066 7 Tel 770 739-9400 Fax 770 944-0610 9
3200 0 Park Centerr Drive Mail Center 2nd Flloor Costta Mesa, CA 9 92626 Tel 714 965-3822 2 4 Fax 714 965-3834 5
(temp facility))
Dealer Support Staff HMA District Parts & Service Managers A key resource for your dealership is your District Parts and Service Manager (DPSM). The DPSM’s areas of responsibility include: promoting parts and service programs; ensuring SmartStock program compliance; oversight of parts and service policies and procedures; and claims management. Your DPSM will contact your dealership regularly to assist you in the development of your parts and service operations, as well as answer any questions you have. If you do not know who your DPSM is or do not have their contact information, please contact your regional office.
Mobis Parts Business Development Managers / Parts & Accessory Business Mangers The Mobis Parts Business Development Managers (PBDM) along with the Parts & Accessory Business Managers (PABM) are responsible for helping you to plan for growth and increase efficiency in your parts department. They are available to consult with you on a wide variety of topics including marketing plans, inventory issues and improving customer satisfaction. They are also responsible for set-up activities and ongoing dealer compliance with the Hyundai SmartStock collaborative inventory management program. The PBDM / PABM may be contacted through the regional offices.
Mobis Dealer Parts Support Center When you have difficulty specifying, ordering, or obtaining parts, Dealer Parts Support is ready to help. Dealer Parts Support Specialists are responsible for the following areas: •
Parts technical support
•
Parts catalog issues
•
Tracking shipments
•
Reviewing and resolving order discrepancies
•
Tracing returns and credit memos
Before you call for assistance, it is helpful to gather all of the information the Support Specialist will need, such as Vehicle Identification Number (VIN) and the order number (if applicable). The Dealer Parts Support Specialists can be reached at (800) 545-4515, Mon – Fri, 5:30 am to 4:30 pm pacific time, email:
[email protected].
6
Hyundai DCS Helpline Hyundai provides a separate help group to assist dealers with connectivity issues with HyundaiDealer.com. Please contact them at (800) 435-7737, Monday – Friday, 5:00am to 5:00pm pacific time.
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8
2. MOBIS PARTS AMERICA - PARTS DISTRIBUTION SYSTEM The distribution of all Hyundai and Kia parts in the United States is managed by Mobis Parts America through a system of state-of-the-art computerized Parts Distribution Centers (PDC). There are five PDCs serving Hyundai dealers nationwide, each one responsible for servicing a particular geographic area. Mobis Parts America also provides dealership parts support via the Parts Dealer Support Call Center Staff and Parts Business Development Managers / Parts & Accessory Business Managers.
Dealers are assigned to one PDC, known as a dealer’s “facing” PDC, based on the dealership’s location. All PDCs carry the fastest moving parts and many of the medium moving parts. Master PDCs stock the remaining parts. Orders for items not in stock at the facing PDC are generally referred to other PDCs based on the type of item and order type. This is discussed in Section 7.
The choice of carrier is determined by the Hyundai PDC. Whenever possible, Hyundai will make use of dedicated carriers. In many areas, unattended overnight drop-off of orders is available.
Transportation carrier service issues should be brought to the attention of your facing PDC Manager or Parts Business Development Manager / Parts & Accessory Business Manager.
9
PDC C Service e Areas The map m below shows s servic ce areas of the t individua al PDCs in th he HMA partts distribution syste em, along witth their locattion and con ntact informa ation. The P PDC that covvers your are ea will be considered your facing g PDC and will w supply th he majority o of your orders. Please n note your PDC’s time zone, as this will be use ed in determ mining order ccutoff times.. Note: Aurora A has some e KY and MI dea alers; Columbus has h some IN, MD D, NY and PA de ealers; Dallas has a few KS, MT, TN dealers s; Jamesburg has a few VA deale ers and Lawrenceville has a few MS dealers. Ca all the Dealer Parrts Support Cente er if unsure which is your facing PDC.
NEW W HAM MPSHIRE
Aurora PDC VERMONT
ALASKA WASHING GTON
MAINE
Jamesburg PDC
NO ORTH DAKOTA MINNESOTA A
3
MONTANA
MONTANA OREGON
Columbus PDC
WISCONSIN
SOUTH S SOUTH DAKOTA DA AKOTA 1
IDAHO
NEW YORK
WYOMING
CON PENNSYLVANIA
NEBRASKA N NEBRASK INDIANA 16 ILLINOIS
UTAH
OHIO
KANSA
ARIZONA
NEW DELAWARE M MARYLAND
INDIANA WV
CALIFORNIA
MAS RI
MICHIGAN IOWA A
NEVAD DA
7
4
MISS SOURI KENTUCKY
Ontario o PDC
COLORADO
VIRGINIA NORTH CAROLINA
HAWAII
TENNES SSEE NEW MEXICO
OKLAHOMA
ARKA ANSA
SOUTH CAROLI
ALABAMA A GEORGIA
Lawrenc ceville PDC
TEXAS 5
MISSISSIPPI LA A
FLORIDA
Dallas PDC
Auro ora PDC (Cenntral Time Zonee)
Jame esburg PDC C (Eastern Tim me Zone)
1705 Sequoia Driv ve Aurorra, IL 60506 Tel 63 30 907-4700 Fax 630 6 907-6170
1100 Cranbury So outh River Road Jame esburg, NJ 08 8831 Tel 60 09 395-7000 Fax 6 609 395-8602 2
Columbus PDC (Eastern Timee Zone)
Lawrrenceville P PDC (Eastern Time Zone)
5940 Opus Drive, Grove eport, OH 431 125 Tel 61 14-489-5049 Fax 614-489-5052 6
2150 Breckenridge e Blvd. N.W. Lawre enceville, GA A 30043 Tel 67 78 252-2700 Fax 6 678 252-2701
Dalla as PDC (Centtral Time Zone)
ario PDC (Paacific Time Zonne) Onta
2301 South Pointe e Drive, Unit #200 # Lanca aster, TX 75134 Tel 94 49 468-1940 Fax 949 9 468-1931
1900 S Rochesterr Ave Ontarrio, CA 91761 1 Tel 90 09 975-3000 Fax 9 909 605-0644 4
eeking assisttance with shipments sh hould call the e Dealer Parrts Support Note: Dealers se Cente er at (800) 545-4515 5 ratther than callling the PDC C directly. 10
3. HYUNDA AI VEHICL LES panded to in clude a wide e variety of vvehicle typess, Over the years, the Hyundai line has exp includ ding econom my, family se edans, hybrid d, crossoverr, performance and luxury models. Follow wing is a listt of all Hyund dai vehicles sold in the U US market, arranged in order of initial release. The ran nge of years for specific body style cchanges is a also noted.
Exce el
S Sonata
Body Changes: 19 986-1989; 199 90-1995
B Body Change es: 1989-1994 4; 1995-1998; 1 1999-2005; 2 2006-2010; 20 011-Current
upe Scou
E Elantra
1991--1995
B Body Change es: 1992-1995 5; 1996-2000; 2 2001-2006; 2 2007-2010; 20 011-Current
Acce ent
T Tiburon
Body Changes: 19 995-1999; 200 00-2005; Current 2006--2011; 2012-C
B Body Change es: 1997-2001 1; 2003-2008
11
Hyundai Vehicles (cont.)
XG300 – XG350
Santa Fe
2001-2005
Body Changes: 2001-2006; 2007-2012 2013-Current
Tucson
Azera
Body Changes: 2005-2009; 2010-Current
Body Changes: 2006-2011; 2012-Current
Entourage
Veracruz
2007-2008
2007-2012
12
Hyundai Vehicles (cont.)
Elantra Touring / Elantra GT
Genesis Coupe
Body Changes: 2010-2012; 2013-Current
Body Changes: 2010-2012; 2013-Current
Genesis
Equus
2009-Current
2011-Current
Sonata Hybrid
Veloster
2011-Current
2012-Current
13
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14
4. HYUNDAIDEALER.COM Hyundai maintains a dealer website, www.HyundaiDealer.com. This website provides communications between your dealership and Hyundai Motor America. The website is used to transmit parts orders and return requests, along with providing a wealth of other parts information. You can review the status of transactions and maintain your order records. All documents such as parts invoices, credit memos and return authorizations are received and printed by the dealer exclusively through the website.
HyundaiDealer.com also provides a vast library of parts information and resources. You will find Parts Alerts, marketing programs, parts reports, service technical bulletins, parts manuals as well as links to Hyundai’s Web Parts Catalog (WPC).
15
System Access A dealership employee will be designated as the HyundaiDealer.com System Administrator. He/she assigns passwords to dealership employees and also designates which programs can be accessed for each dealer staff member.
To login, go to www.HyundaiDealer.com. Enter your dealer code, user ID and your password (supplied by your dealership’s system administrator). Click Login. NOTE: Direct links to the dealer locator and Hyundai Ad Planner are at the bottom of the Login Page
Service Smarts In addition to Parts System access, every Parts Manager should request access to ServiceSmarts through the Service Menu on HyundaiDealer.com from their dealership System Administrator. ServiceSmarts is a comprehensive sales analytics tool that gives you the power to identify and act on customer-pay parts and service sales opportunities. With ServiceSmarts, you can compare performance, assess strengths and weaknesses, and run lists of your customers and local independent repair facilities.
16
Parts Landing Page From the HyundaiDealer.com, Parts Landing page, you can access: •
Department Sub Menus, including Training and Resources
•
Current Messages and Alerts – just click on the message to open.
•
Graphs on key metrics
•
Calendar of Hyundai activities
•
Quick links
Take a moment to review the “Site Tutorial” located on the upper left on the Parts Landing page.
17
Parts Sub Menus From any Landing Page, you can hover over the department tabs to open the individual sub menu. From the Parts Menu, you can access: Parts Programs (WPC; SmartStock Entry; Flash Drive; TACS; Core Returns) Surveys Marketing Programs (Owner Marketing; Print on Demand; Vendor Ship Direct Websites (Lands’ End; Dealer Tire) Hyundai Dealer Dashboard WebDCS/Reports Warranty (WTC Parts Returns) Dealer Resources (ARC; Documents Library)
NOTE: Go to Service Menu to access ServiceSmarts and InteliChek
18
Hyundai Dealer Dashboard The Hyundai Dealer Dashboard provides Parts Managers a variety of dealership specific performance reports on Key Metrics. To learn more about the Dealer Dashboard, click on “Site Tutorial in the upper left of the Parts Landing page on HyundaiDealer.com (select Dealer Dashboard Tutorial).
Top Menu
To access the Parts Dashboard, click on Parts from the top menu bar:
Left Menu
Once in parts, select one of the following seven metrics on the left menu. Dealer Installed Accessories
Parts & Accessory Returns
Port Installed Accessories
Parts Purchases
Feature Parts Group
Stock Order Percentages
Feature Parts Detail
Loyalty: Oil Filters
P&S Co-op Usage
From the black menu bar and within the individual graphic panes, there may be drop down menus or radio buttons to vary the graphic display. 19
Hardware, Software & Settings Dealers are required to have a current Windows PC in the Parts department with a high speed internet connection and the following suggested software: •
Windows XP or higher operating system
•
Explorer 8 browser (other browsers may not work properly)
•
Microsoft Word and Excel (required for viewing some documents and reports).
•
Adobe Acrobat Reader
Internet Explorer 8 Hyundai Dealer portal is best viewed with 1024x768 display and Internet Explorer 8 (IE8.0) with cookies enabled. It is also compatible with Internet Explorer 7.0 (IE7), 8.0 (IE8), 9.0 (IE9). Setup Instructions for the other Explorer versions is listed under the Help link in the upper right of your HyundaiDealer.com landing page – just go to Support and then FAQs
If you do not have administrator rights on your PC, your dealership HyundaiDealer.com Systems Administrator will need to assist you.
IE8 – Settings •
Open Internet Explorer. On the menu bar, click on Tools, and then select Internet Options.
•
On the General tab, click on the Delete… button under the Browsing history section. In the Delete Browsing History window, uncheck the Preserve Favorite website data box and click on the Delete button.
20
IE 8 – Settings (cont.) •
Back on the General tab, under the Browsing history section, click on the Settings… button. Select the “Every time I visit the webpage” option then click on the OK button.
•
Click on the Security tab and then left-click one time on the Trusted Sites icon to highlight it. Now click on the Sites Button. Type in each of the following sites and press Add after each one (ensure that the Require Server Verification box is NOT checked):
https://dcs.HyundaiDealer.com http://www.HyundaiDealer.com http://www.powerkatalyst.jdpa.com http://www.mainstreetmarketing.net http://www.hyundaistarawards.com http://www.hyundaiflashdrive.com
21
https://webdcs.HyundaiDealer.com http://www.hyundaivoc.com http://hmaservice.com http://www.rrli.net http://www.hstarsandy.com
IE 8 – Settings (cont.) •
You should be back at the Internet Options, Security tab window. Make sure the “Trusted Sites” icon is still highlighted and click on the Custom level… button near the bottom center of the screen. This will bring up the Security Settings – Trusted Sites Zone window. Change the Reset to option to Low then click on the Reset… button. Verify the change to the zone by clicking the Yes button in the pop-up box. Close all windows by clicking the OK buttons.
•
Click on the Tools menu dropdown and then select Compatibility View Settings. In the Settings window, check the Display all websites in Compatibility View check box, then click the Close button.
•
When finished close all open browser windows and restart Internet Explorer.
22
Internet Explorer 8 – Saving HyundaiDealer.com to your Favorites NOTE: Read this if you have to enter your login credentials twice to access HyundaiDealer.com when using the bookmark in your browser’s Favorites list. You may save HyundaiDealer.com to your Favorites list as any normal web page. However it is important that you save it when at HyundaiDealer.com and not within the DCS screens. To ensure you do not have problems logging in, you can check for the correct URL in your favorites. •
From the Internet Explorer menu bar with HyundaiDealer.com website up, left click on Favorites tab, click Add to Favorites and Add to save.
•
To ensure you have the correct website address in your favorites, left-click on Favorites and then right-click on HyundaiDealer.com and left click on Properties. The URL should read www.HyundaiDealer.com and not https://webdcs.HyundaiDealer.com. If it is incorrect, retype the correct address in the URL box and click Apply.
23
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24
5. WEB DEALER COMMUNICATION SYSTEM (WEBDCS) Hyundai supports an electronic Web Dealer Communication System (WebDCS) which is accessed via HyundaiDealer.com. This system allows two-way communications between HMA and its dealers. Dealers use this system to submit transactions such as parts orders and return requests and view the status of these transactions.
Some Dealership Management Systems, such as Reynolds & Reynolds and ADP, provide integrated WebDCS systems. Dealers can upload stock orders and returns to HyundaiDealer.com / WebDCS. Once uploaded, the dealer can edit and then submit the order/return for processing in the Hyundai WebDCS system. Contact your DMS provider for additional details.
Dealers can also manually enter transactions directly into the WebDCS for transmission to Hyundai. Transaction status and line item detail can be inspected and in some cases modified (un-submitted orders / returns only) for both manually entered and uploaded transactions.
The WebDCS system is accessed from HyundaiDealer.com > Parts Menu. For more detailed information, see the Training Demo contained within the WebDCS main menu.
25
WebDCS Navigation There are multiple tabs on the WebDCS screen and the number that will show on your system will be determined by the level of access that was granted to you by your dealership’s HyundaiDealer.com System Administrator.
From the Parts tab, select the function required: Orders, Returns or Information.
26
Orders In the ordering section, you can perform the following: •
Enter a new order,
•
Update an existing order (that was not yet finalized)
•
Retrieve an order created on your Dealership Management System (as long as your system supports this function).
•
Obtain Order Status
•
Check Parts Availability
•
Obtain Invoices and Credit memos
•
Upgrade or cancel backorders
Create an Order To enter a new order, you would select the appropriate function: •
Standard Order Entry will allow you to enter either a Stock or Regular order (selected from the order entry screen)
•
Emergency Order Entry allows ordering of urgently needed items (Air Ship Flag of “Y” or “N” parts) as well as entering and Late “E” orders.
Retrieve a DMS created Order To retrieve a DMS-created order, or finalize a previous order not submitted, you would select Standard Order Pending. Only Stock and Regular orders may be uploaded from approved DMS systems.
Parts Availability The Parts Availability screen allows you to determine if a part is in stock and which PDC has the part. In addition, you can see the part pricing, air ship flag, manual allocation flag, return code and SmartStock code. You can also search on-hand inventory of Hyundai dealers that participate in data extraction (dealer inventory information is NOT real time) by clicking the Dealer Locator button on the Parts Availability Results screen.
27
Returns In the returns section, you can perform the following: •
Enter a New return o
45 Day,
o
SmartStock Quarterly Return,
o
Obsolescence (non-SmartStock dealers)
o •
New Dealer Kit Return
Check for Return Allowance (nonSmartStock dealers) and Return Months (all dealers).
•
Enter a Request for Credit – Shortage / Overage, Damage, error
•
Review Pending / Open Returns
•
Review Credits
•
Check Audio Core Credits
Information The information section provides an easy means to identify the following: •
Find a part at a neighboring (or national) dealer. Note: Dealer inventory is NOT real time.
•
Check your return months under Return Allowance and for non-SmartStock dealers, find your return allowance amount
•
Check vehicle information (prod dates, retail dates, color codes)
•
Get key and audio codes (access is restricted to Manager level)
28
6. PARTS REFERENCE MATERIALS Parts Catalogs Detailed information about all Hyundai Parts applications is available in the Hyundai Parts Catalogs. There are three electronic catalogs to choose from (paper and microfiche catalogs are no longer available):
Web Parts Catalog (WPC) The WPC is supplied by Mobis. The WPC is a VIN driven, webbased electronic catalog covering all Hyundai models from 1992 forward*.
The WPC is accessed through HyundaiDealer.com > Parts Menu. There is no additional fee for use of the WPC, beyond the standard monthly WebDCS access fee. You may use the WPC simultaneously on an unlimited number of PCs with no added charges.
The WPC is VIN-based and is able to inspect the build record of your customer’s vehicle, listing only parts appropriate to the year, model and equipment list of that particular automobile. The WPC has an onboard help and tutorial system.
The WPC can create “shopping lists” of parts and can transfer them electronically to the WebDCS ordering programs. However, the WPC cannot communicate electronically and share part number lists with dealer inventory management systems. *For Excel 86-91 or the Sonata 89-91, you will need to use the DVD based parts catalogs or contact the Dealer Support Call Center for assistance.
29
DVD-Based Parts Catalog Third-party Electronic Parts Catalog (EPC) systems are available through Snap-on (formerly Bell & Howell, Reynolds & Reynolds and Proquest) and Microcat.
Microcat
Snap-on
These systems typically support all Hyundai (US version) vehicles including the older Excels and Sonatas and feature VIN filtering capabilities. These systems are capable of electronically sharing parts lists with most inventory management systems. For information concerning features, equipment requirements, ordering, training and pricing, please contact these companies directly. Snap-on (800) 443-6910 www.SnaponBusinessSolutions.com
Microcat (888) 929-5599
[email protected]
30
Hyundai FlashDrive The Hyundai FlashDrive is accessed either directly (www.hyundaiflashdrive.com) or via the HyundaDealer.com > Parts Menu and provides up to the minute Hyundai news and information. In addition to the news, it is a great resource for critical reference material and other parts information.
Following is just some of the information that can be found on the Flash Drive. Accessories •
Point of Sale materials, including digital accessory brochures
•
Downloadable Accessory Brochures, great for email messages to new vehicle owners.
Featured Programs •
Parts Performance Guild (PPG) – Hyundai’s Parts Manager recognition program with rules and standings.
•
ServiceSmarts Oniine – Has some great reports for increasing parts sales.
•
Print On Demand Program – Order customized dealer materials including brochures and Multi Point Inspection forms.
•
Chemical Drop-Ship
•
Owner Connect Marketing – Learn about Hyundai’s customer communication efforts
Reference Materials •
Paint Pen Lookup
•
P/N Reference Materials Audio
Batteries
Brakes
Filters
Fuse/Relay
Reman
Wiper Blades
Manuals (owners, shop, ETM)
•
Forms – Including Audio and Reman Parts return forms
•
Material Safety Data Sheets (MSDS)
Note: This is a public site and will not contain dealer proprietary information. 31
Parts Price Listings Hyundai provides dealers parts pricing in 3 ways: •
Electronically to the DMS vendors for upload to your inventory system
•
Electronically in the Microcat and Snap-on catalogs
•
Online through HyundaiDealer.com, Parts Menu > Web DCS > Orders > Parts Availability.
The DMS and Electronic Catalog price updates are transmitted on a monthly basis. The online version is updated daily.
Each of these media also includes, as a convenience, a manufacturer’s suggested retail price. These are suggestions only. The price a dealer charges for parts is always at the discretion of the dealer. Dealers are free to use any pricing policy they choose.
Most of the suggested retail prices are calculated to produce a 38% gross profit margin. Some collision parts have suggested retail prices calculated to produce a 43% gross profit margin before any discounts.
MSDS Sheets Dealers are required by law to maintain a file of Material Safety Data Sheets (MSDS) for all materials they handle that might be considered hazardous.
The MSDS sheets and index may be found on HyundaiDealer.com > Parts Menu > Documents Library > Reference Guides > MSDS.
MSDS information may also be referenced in the Electronic Catalogs, however not all MSDS are referenced within the catalog. It is recommended that the MSDS index/sheets found in the Parts Documents Library be the primary source of MSDS information.
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Parts Alerts / Parts Bulletins Hyundai currently supplies updated parts information in the form of Parts Alerts, which are viewed on the Parts Landing Page of HyundaiDealer.com. These alerts may be issued in cases of: •
Policy or procedural changes
•
Clarification of catalog listings
•
Correction of errors in part number listings
•
General price changes
•
PDC Operational issues
To view a message, just double click on the subject line. It is important to make a copy of these alerts, as they are only retained in the system for a short period of time and are not archived for dealer retrieval.
In the past, Parts Bulletins were issued instead of alerts. These older parts bulletins may be found on HyundaiDealer.com > Parts Menu > Documents Library > Bulletins.
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Service Information The Hyundai Service Information website is a great place to get needed service information. To access, just go to HyundaiDealer.com > Service Menu > ServiceSmarts Online (far left menu).
In this website, you will find the following: On-Line Shop Manuals (also on line Owners Manuals) On-Line Electrical Troubleshooting Manual (ETM) Service / Diagnostic Tools Technical Service Bulletins / Campaigns
Check it out today…
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6. ORDERING PARTS & ACCESSORIES Order Types All orders placed with HMA by the dealer are submitted through WebDCS as a particular Order Type. HMA uses order types to determine the best way to process an order relative to the urgency of the need for parts. Each order type is designed to meet specific order processing requirements and delivery schedules. You can identify your facing PDC and their time zone from the chart in Section 2, which will be used in determining order cutoff times.
Order Type codes for placing parts orders (as described above) are as follows: •
S – Stock: Used for normal stock replenishment. May be used for non-critical customer orders
•
R – Regular: Used to replenish stock between stock orders. May also be used for non-critical customer orders.
•
E – Emergency: Urgent order for customer need. Items are shipped via air for next business day deliver (airship flag “Y”) or via ground transportation (airship flag “N”)
•
Late E Order: Extends the Emergency order cutoff to 3 pm Pacific time for dealers with facing PDCs in the Eastern or Central time zones.
•
XVOR – Vehicle Off Road: Extremely urgent order for a vehicle that is inoperable (or CSI issue) and the part is nationally backordered.
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Ordering Guidelines Orders for materials are placed through WebDCS as Emergency, Regular or Sock orders. Orders may be created and uploaded using the DMS system provider’s programs (stock or regular), or may be manually entered in WebDCS.
Stock Orders (S) This type of order is for normal dealership stock replenishment – and is not to be used for urgent customer needs. Orders are processed overnight, then picked and shipped the next day. All stock orders are shipped by truck.
•
Submit order before 5pm (pacific time) on assigned day - ships next business day via ground
•
Delivery is normally 2-3 days from the day the order was submitted
•
SmartStock dealers - 2 weekly stock orders
•
Non-SmartStock dealers - 1 weekly stock order
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Non-SmartStock dealers – 5% obsolescence return accrual for code A & B items (accrual not needed for SmartStock dealers)
•
Stock Order Days: Contact the Dealer Parts Support Center if you are unsure of your stock order day(s)
•
Freight Pre-paid by HMA
Regular Orders (R) This type of order is used for stock replenishment between stock orders or non-urgent customer needs. •
Submit order before 5pm (pacific time) - ships next business day via ground
•
Delivery is normally 2-3 days from the day the order was submitted
•
No Obsolescence accrual (Non-SmartStock dealers)
•
Freight Pre-paid by HMA
•
No handling charge
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Emergency Orders (E) This type of order is used for urgent customer needs. •
Order Submission Time (local time at your facing PDC) o
3:00 pm – Air Ship Flag “Y”
o
1:00 pm – Air Ship Flag “N” (items entered after 1pm cutoff will be shipped as an R order next business day).
•
Items shipped same business day with delivery based on Air Ship Flag: o
Air Ship flag of “N” I - shipped via ground carrier (delivery is usually within 12 days from order submission)
o
Air Ship flag of “Y” - shipped for next business day delivery (if this service is available for your location).
•
No Obsolescence accrual (Non-SmartStock dealers)
•
Shipping charges are prepaid by Hyundai
•
Handling charge is 15% of dealer net price for Non-SmartStock Dealers.
•
SmartStock dealer handling charge is 15% on “A” parts; 10% on “B” parts and no surcharge on “C” parts. In addition, SmartStock dealers may earn a 50% quarterly rebate on their E order surcharge if they achieve their Stock Order percentage goal.
•
Items for warranty repairs in which a VIN number is entered will have the surcharge waived. If a warranty claim is not submitted for PN / VIN within 30 days, the surcharge will be debited back to the dealer.
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Late E Order E orders placed after 3pm facing PDC time (but before 3pm Pacific time) are eligible for Late E shipments if the dealer so chooses. •
Applies to dealers with the following facing PDCs: Jamesburg, NJ; Lawrenceville, GA; Aurora, IL and Dallas, TX.
•
Submit orders between 3:00pm facing PDC time and before 3:00pm Pacific Time.
•
Only for items with an air ship flag of “Y” that are currently in stock in the Ontario PDC.
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Shipped from the Ontario PDC the same day for next business day delivery (if this service is available for your location).
•
No obsolescence accrual (Non-SmartStock dealers)
•
Freight Pre-paid by HMA
•
A 10% additional surcharge will be added to the normal E order surcharge.
•
Items for warranty repairs in which a VIN number is entered will have the surcharge waived. If a warranty claim is not submitted for PN / VIN within 30 days, the surcharge will be debited back to the dealer.
Expedited Vehicle Off Road (XVOR) This order type is for items that are currently on backorder status and the vehicle is current inoperable or there is a customer satisfaction issue. •
An Emergency or SPL order must already have been entered before requesting an XVOR
•
Any Genesis or Equus part that is needed for a customer, and is backordered must be placed on an XVOR.
To enter an XVOR, go HyundaiDealer.com > Parts Menu > WebDCS > Parts > Orders > Parts Availability. Enter the P/N and quantity and click “Check Availability” button. On the next screen, click on the “XVOR Form” button, fill in the form and then click the “Submit Completed Form” button.
You may check the status of an XVOR by going to HyundaiDealer.com > Parts Menu > Documents Library > XVOR Status.
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Other Orders Key Cut Orders HMA provides a Laser Cut key service for a flat rate charge of $40 per VIN (up to 2 keys included in this price) plus the price of the key blank(s) and E order surcharge. To order, please send an email to
[email protected] with the VIN number, key blank PN and quantity of keys requested.
Quantity Discount Promotions Items that qualify for a quantity discount can be accessed from the HyundaiDealer.com Parts Menu / Documents Library / Quantity Discount. In order to get the promotion, just order the items in the proper quantities on your normal Stock or Regular order and you will automatically receive the discount – no special order or forms needed.
Tires Tires are ordered separately, going to HyundaiDealer.com > Parts Menu > Tire Program. link on HyundaiDealer.com Parts menu and are drop-shipped directly from the distributor, Dealer Tire. Invoices for the tires may be downloaded from the “Order Tires” link and charges will appear on the HMA Parts statement (see Parts Reports section).
Chemicals & Batteries Chemicals may be ordered on your normal Stock or Regular orders and will be shipped directly from the vendor and billed on a normal parts invoice. The part numbers are listed on Hyundai FlashDrive > Programs > Chemical Drop Ship.
Owners / Shop Manuals Just place these on your normal Stock and Regular orders. The part numbers are listed on Hyundai FlashDrive > Reference Materials > PN Reference Materials.
Merchandise / Apparel Access the catalog on Hyundai FlashDrive > Reference Materials > PN Reference Materials and place the order on your normal Stock or Regular order.
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Print On Demand: Multi Point Inspection Forms (MPI) / Custom Print Orders Print On Demand is available on HyundaiDealer.com > Parts Menu > Print On Demand. From this site you can order MPI forms and other dealer specific items. Each dealer has an account and is billed directly by the vendor, Cenveo.
Referral Policy In general, fast moving parts are stocked in all PDCs, with slower moving parts (class C) generally stocked in only one PDC. The stocking classifications for an individual part can be found on HyundaiDealer.com > Parts Menu > WebDCS > Orders > Parts Availability, under PDC Stock Code. Items stocked in all PDCs will display “Stocked in All PDCs” and items only stocked in the Master PDC will indicate “Stocked in Master PDC”.
For items ordered on a Stock Order, only those items indicating “Stocked in Master PDC” will refer. So if an item is currently out of stock at your facing PDC, and the PDC Stock Code is “Stocked at All PDCs”, the part will not refer to another PDC and would be placed on backorder (even if another PDC had the part). For all other order types, if your facing PDC is out of stock on a part and another PDC has stock, the part will refer to the closest stocking PDC (regardless of PDC Stock Code).
Certain items are referred directly to vendors and are drop-shipped from the vendor to the dealer. Items currently being drop-shipped include chemicals (oil, ATF, etc.), batteries, tires, Garmin GPS, clothing and personal accessories.
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8. RETURN PROGRAMS Hyundai provides various return programs to assist dealers in stocking the parts that their customers need, while reducing obsolescence and improving dealership return on investment. Following is a summary of these return programs.
Return Types 45 Day Return This return is used for items that were ordered in error or special ordered for a customer and not picked up. Following are the guidelines for return (SmartStock class and return codes are provided on HyundaiDealer.com > Parts Menu > WebDCS > Ordering > Parts Availability and are also included on the Parts Pricing Tape supplied to the DMS vendors): •
Return code “1 & 2” parts are eligible for return. Return code "3" (non-returnable parts) are not eligible.
•
The return request must be submitted in DCS within 45 days of the order date on the packing list.
•
A restocking fee of 2.5% of the extended dealer net price of the items, plus $10.00 per line item will be assessed.
•
For SmartStock dealers, there is no restocking fee for class “C”, slow moving parts.
RFC (Request For Credit) Return Dealers may request credit or return under the following circumstances: •
PDC error in filling your order through shortage or overage, receipt of parts not ordered or the wrong part was shipped.
•
Incorrect parts ordered due to a catalog or Hyundai documentation error.
•
Billing errors.
•
Defective items received from the PDC and NOT installed on a vehicle. If a defective part was installed, a parts warranty claim should instead be filed.
•
Shipping damage, concealed or visible, after a claim has been filed with the carrier and has been denied. NOTE: Be sure to follow all carrier regulations for documenting damage, and keep copies of all documents.
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Quarterly Return Program (SmartStock Dealers) Every three months, SmartStock dealers can return non-moving parts (except return code 3 parts) that meet the program rules for inventory movement: •
The required number of months to hold parts in inventory is: o
“A” parts: 12-months of no demand
o
“B” parts: 10-months of no demand
o
“C” parts: 6-months of no demand
•
Parts with a last purchase date greater than 24 months are not returnable.
•
Parts are credited at current dealer net.
•
There is no dollar limit, no handling fee and no obsolescence accrual needed.
•
Eligible return months can be found on HyundaiDealer.com > Parts Menu > WebDCS > Information > Return Allowance Inquiry.
•
Requests must be submitted no later than the 5th working day of your assigned month.
•
Complete rules governing quarterly returns can be found in the SmartStock manual.
Semi-Annual Return Program (Non-SmartStock Dealers) Non-SmartStock dealers are allowed to return Code 1 and Code 2 parts, up to the amount of return allowance they have accrued. •
Accrual is based at 5% of code A and B parts purchased on Stock Orders for the prior 6 months.
•
Code 3 parts are excluded from return
•
Accrual amounts and return months can be found on HyundaiDealer.com > Parts Menu > WebDCS > Information > Return Allowance Inquiry.
•
Requests must be submitted no later than the 5th working day in the NonSmartStock dealer return months of March and September.
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HazMat Return Most HazMat (Hazardous Materials) parts are listed as Code 3, Non-returnable. However, unopened airbags, seat backs with side airbags and seatbelts with pretensioners may be returned if all the following requirements are met: •
All HazMat items must be in their original, factory sealed packaging with the original hazmat labels unbroken (open or resealed packages will NOT be accepted)
•
Dealer staff must be HazMat certified and provide the HazMat documentation to their facing PDC Manager prior to submitting a return. HazMatU.org is the preferred certification program. In the explanation field, list the reason for return and certification information (HazMat certified individuals name, certifying organization and date certified).
•
A copy of the HazMat certification must be included with the return.
For additional information, go to HyundaiDealer.com > Parts Menu > Documents Library > Bulletins > Parts Bulletin – Issue 1161, Airbag - Seat Belt Pretensioner Return Policy (tip – click on top of column (NAME) to sort the bulletins).
Core Returns Core returns are requested using the “Return Cores” link on the left side of the screen on the Parts homepage on HyundaiDealer.com. •
Fill out the online form and schedule a pickup.
•
Print the Core Tags, the Bill of Lading (BOL), and the Packing List
•
Do not send the core to the PDC. Roadway will route the core properly.
•
Each shipment must weigh a minimum of 120 lbs.
•
To help keep the freight costs down, do not request more than one pickup per week.
•
Freight is prepaid by HMA, but if you require the use of a lift gate truck, you will be billed by the carrier for this. HMA does not reimburse this expense.
Please refer to the Parts Policy & Procedure Manual, for more information and the complete rules for the core return program.
Initial Dealer Kit Return Any parts supplied in the initial dealer kit can be returned under this return type if still unsold 18 months after the kit was received and has not been reordered. Be sure to keep a copy of the invoice for the kit so you will be able to find it at the time of the return. You will need it to process your return request. 43
Return Eligibility Most parts are returnable to Hyundai under various return programs. A small number of parts are never eligible for return. Those parts typically include chemicals, non-parts (manuals, forms, videos, etc.), accessories for older models, clothing & personal accessories and parts containing hazardous materials.
The return codes on a part can be found on HyundaiDealer.com > Parts Menu > WebDCS > Orders > Parts Availability. This information is also included on the Parts Pricing Tape supplied to the DMS vendors. For each part number the listing is as follows:
Return Code 1 2 3
Eligibility Returnable Returnable Not returnable
Note: HazMat parts have a return code of 3, but may be returned on a HazMat Return (RFC).
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Return Process Following is a general guideline on the return process. For any specific issues or questions, please refer to the Parts Policies and Procedures manual. •
All return merchandise must be new, undamaged, in the original packaging and in resalable condition. The original part numbers should not be changed. (Some exceptions apply with the RFC return).
•
All return requests are entered through DCS (Core Returns use a separate submission program).
•
Do not ship any material to your facing PDC until authorization is received via Parts Reporting on HyundaiDealer.com.
•
Go to HyundaiDealer.com > Parts Menu > DCS Reports and print return documents
•
Packing list 1 and 2 items can be shipped on the same bill of lading, but should never be combined in the same packages. Packing list 3 items are NOT returnable.
•
Return freight is the dealer’s responsibility except for the following o
For Core returns, Hyundai pays the freight, but not any lift gate charges.
o
For parts returned due to HMA error, dealer prepays the freight and submits a separate claim for reimbursement.
•
Credits are generally issued at current dealer net except for the terms of the 45 day return described earlier.
•
Credit memos are generated after the merchandise is checked in at Hyundai. A dealer may view credit memos on HyundaiDealer.com > Parts Menu > DCS Reports.
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9. REPORTS S btain your da aily invoices, return To ob ackno owledgemen nts, backorder reporrts, warranty y parts return n notices and even e Co-Op credits you will need to go to on Hyund daiDealer.co om > s Menu > DC CS Reports. Parts
P ic reports av vailable The Parts-specifi includ de: Orders knowledgem ment • Order Ack
H HMA-2004
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Order Allo ocation Statu us
H HMA-2000
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Parts Invo oice
H HMA-2008
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Dealer Ba ackorder
H HMA-2001
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Cancelled d Line Items
H HMA-2002
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Monthly Parts P Statem ment
H HMA-1080
Claim ms • SmartStock Return Reminder R
H HMA-2507
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cknowledgem ment SmartStock Claim Ac
H HMA-2508
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Claim Ack knowledgme ent
H HMA-2016
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Dealer Re eturn Masterr List
H HMA-2012
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Dealer Re eturn Lists (1 1, 2 and 3)
H HMA-2013, HMA-2014, HMA-2015
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Parts Cre edit Memo
H HMA-2009
Warra anty Parts Return R • Parts Scrap
H HMA-4330
Others • Tire Billing
H HMA-1048
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Battery Core
H HMA-1056
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Co-Op/Direct Mail
H HMA-1051
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Parts Extrranet Invoice e (DCS)
H HMA-0200
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10. SMARTSTOCK PROGRAM The SmartStock program is designed to maximize customer satisfaction through increased off-the-shelf availability, along with increasing dealership profitability and reducing obsolete inventory.
Benefits and Requirements The SmartStock program combines the National Part Demand Model with actual dealership historical demand to create customized stocking recommendations for each dealership. This is performed through a custom program / settings for your in-house computer system to ensure a high level of performance for your Parts department.
Benefits of the SmartStock program include: •
Twice-weekly stock orders
•
Reduced Emergency Order surcharges
•
E-freight rebates based on Stock Order performance
•
Quarterly returns of non-moving inventory - with no dollar limits
•
Custom monthly inventory performance tracking reports
Dealership requirements: •
Use the HMA system parameters for your inventory management system
•
Submit stock orders substantially as suggested by DMS system
•
Post all lost sales
•
Segment customer / emergency receipts from stock order receipts
•
Submitting tracking data to HMA per a monthly schedule
•
Maintaining effective special order procedures
•
Performing daily or weekly inventory cycle counts along with an annual inventory.
Failure to follow the rules of SmartStock can result in the loss of SmartStock privileges and can quickly result in the accumulation of non-returnable obsolescence. It is important that you familiarize yourself with the program rules, and take advantage of Hyundai sponsored program training at the first possible opportunity. 49
The SmartStock manual is custom-designed for your dealership, based on your DMS system and planned sales volume. Your Regional PBDM or PABM can verify if your manual is current and provide you with preliminary training until you can attend a formal SmartStock class.
SmartStock is only available for dealers using the following inventory systems: ACS, ADP (Drive, Elite, or WebSuite), Adam, Automate, Autosoft, DealerTrack (Arkona), Reynolds + Reynolds ERA and UCS.
For complete program information, please download the SmartStock manual from HyundaiDealer.com > Parts Menu > Documents Library > SmartStock > Manual
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SmartStock Codes (ABC) All Hyundai part numbers are given a SmartStock Code: A, B or C. These movement codes are assigned based on ranking reports of the Parts National Piece Movement and modified by forecasting calculations so as to represent probable future piece movement. The movement codes are used by the SmartStock program to help develop stocking recommendations.
Code “A” represents the fastest moving parts, which account for approximately 80% of all sales. There are an estimated 1,300 Code A parts. Code “B” represents medium moving parts, which account for 15% of all sales. There are over 4,800 Code B parts. Code “C” represents the remainder of parts, accounting for only 5% of national sales volume. There are over 93,000 Code C part numbers. SmartStock Codes may be found on HyundaiDealer.com > Parts Menu > WebDCS > Orders > Parts Availability. The codes are also contained in the monthly DMS parts price file. Stocking codes are updated quarterly.
SmartStock Codes can be used by both SmartStock and Non-SmartStock dealers to help decide which parts to keep in inventory and which to keep on special order status. In addition, many Hyundai policies & procedures apply differently based on the class code of the part in question.
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Performance Score A points-based Performance Score has been created to monitor dealership compliance with the SmartStock program rules. This 100 point system tracks performance in seven key areas on the SmartStock month-end reports. These seven areas and the associated point value are: Metric Active (Normal Stock) Dollars Lost Sales* Purchase Efficiency* Level of Service Over 12 Months* True Turn* Frequency of submitting data*
Guide >70% >1 /$1,000 Sls 65-90% 60-90% Parts Menu M > Sma artStock Mo nth-end Rep port. It shou uld be noted that the SmartStock S Report R conta ains only datta supplied b by the dealer or calculations on this supplied data (no o Hyundai da ata is used in the report)).
The SmartStock S report review ws key metrrics of the de ealer’s parts inventory. T These metrics includ de: • Inventory In nvestment, in ncluding active and non-stock n va alues w include es Sales • Demand, which and Lost Sa ales • Receipts • Inventory Movement M • Investment Performanc ce including Gross Turns, True Turns and Days Supply S
The report r also provides p a monthly m avera age figure which is used in the calcu ulation of the e Performanc ce Score (last column).
u to indic cate if the Colorr codes are used deale er has achiev ved guide (B Blue), attain ned partial guide (Turquo oise) or below w guide (Red d) to track yo our inven ntory improve ement.
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SmartStock Training Inventory management is the key to a great parts department and the SmartStock Program will help get you there. In order to maximize the benefits of SmartStock, it is required that all Parts Managers attend a one-day training seminar on this important program.
The training covers the spectrum of inventory control, from basic inventory theory through advanced SmartStock procedures. Also included is an in-depth review of the SmartStock Reporting, along with a hands-on review of your dealership’s report identifying areas needing improvement along with actions to affect positive change...
When you are done reading this guide, go to the Training and Certification System (TACS) and sign up for the next SmartStock seminar in your area.
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11. MARKETING PROGRAMS Hyundai offers many programs to help dealers with their Parts & Service marketing efforts. Some of these programs include:
Co-Op Advertising Program The Hyundai Retail and Wholesale Co-Op Advertising Program was developed to support Hyundai owner retention and improve wholesale parts sales by motivating dealers to actively promote Genuine Hyundai Parts and Service sales through promotional activities. Parts & Service Advertising Co-Op fund accrual is based on general parts purchases and past usage of Co-Op funds. In addition, dealers earn and an extra $0.50 per oil filter purchase towards their Co-Op fund (Car Care Express dealers earn $1.00 extra per oil filter). Dealers may claim up to 50% reimbursement for a wide variety of approved advertising that include: Direct Mail / Circulars
Delivery Vehicle Expense
Newspapers
Wholesale Advertising
Car Care
Wholesale and New Owner Clinics
To learn more about this program, including available funds, go to HyundaiDealer.com > Parts Menu > Parts & Service Co-Op Claims. There you will find the Co-Op guidelines, interactive claim form, prior approval form and the delivery expense log sheets. Remember, use it or lose it.
Hyundai Merchandise & Apparel Need some Hyundai branded apparel and other merchandise? Just click on the Merchandise and Apparel link on the Parts Menu on HyundaiDealer.com > Parts Menu > Merchandise & Apparel to access the current catalog. You can then place an order for these items right along with your normal stock order.
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Hyundai Authorized Tire Center Hyundai Authorized Tire Center is a comprehensive, single-source tire program that provides you with a tremendous opportunity to build customer loyalty and increase dealership profitability.
The program is administrated through Dealer Tire, and offers many dealer-friendly features: •
A single Customer Service phone number (888) 401-1595
•
Ordering / Invoices accessible on HyundaiDealer.com > Parts Menu >Tire Program.
•
Dynamic Retail Selling Guide® (DRSG) makes selling tires a snap
•
Inventory assistance assures you of stocking only tires that move
•
Road Hazard protection included with each tire
•
Tire warranty administration and Tire disposal assistance.
Just click on the “Tire Program” link get into the tire business today.
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Hyundai Owner Marketing Hyundai Owner Marketing is a comprehensive relationship marketing program designed to increase your dealership’s service and parts revenue by increasing customer traffic and loyalty. Hyundai Owner Marketing provides the right message, delivered at the right time, to the right customer, while minimizing marketing expenses. The bi-weekly Service Reminders (SR) and Quarterly Coupon Mailers (QCM) forge strong relationships between your dealership and Hyundai owners in your area.
The fully- integrated, dealer-focused, customizable program that includes: •
Mileage-driven, Service Reminder communications
•
Seasonal, Quarterly Coupon Mailers
•
Personalization options (dealer logos, maps, hours, specialty logos and more...)
•
Integration with online appointment scheduling through Xtime
•
Specialty & On Demand campaigns
•
Dealer website with detailed program information and robust reporting features
For more information, click on HyundaiDealer.com > Parts Menu > Owner Marketing, see your District Parts & Service Manager or contact your Hyundai Owner Marketing Consultant at (866) 575-8734.
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Hyundai Accessory Resource Center (ARC) The Hyundai Accessory Resource Center, or ARC for short is a great merchandising tool to expose your customers to all of the Genuine Hyundai Accessories available for their vehicle. The ARC can be found on your Dealership’s Hyundai website (under Service & Parts Tab – Hyundai Accessories), on HyundaiUSA.com (under Caring for your Car – Vehicle Accessories at the bottom of the homepage) is also included in HyundaiDealer.com. The link on HyundaiDealer.com includes a Kiosk (customer) mode that will allow your customers to browse accessories for their vehicle and even print a listing of the accessories they want.
The system will show your dealership’s installed price for every Hyundai accessory, and you can even see accessories for older vehicles (going back 3 model years). There’s also a Vehicle Addendum Creation tool for accessories that have been added to stock vehicles. In addition, new accessories, model year changes and price changes will automatically be added / pricing updated – no need for constant monitoring.
To begin, just click on the Accessory Resource Center link on the Sales, Parts or Service Menus in HyundaiDealer.com. Then set your Parts and Sales department mark-ups, along with your Service Department accessory labor rate and the system will automatically calculate your installed pricing for every Hyundai accessory.
Accessory sales have just been made a lot easier. If you have any questions, just ask your DPSM for a tour of the system.
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Parts Performance Guild The Parts Performance Guild recognizes and rewards dealership Parts Managers who are among the top-performing Hyundai dealerships
Dealerships have been divided into four groups based on their total non-warranty parts purchases from the previous year, competing for two award levels. Parts Managers compete in two areas, non-warranty parts purchase growth vs. prior year and top accessory purchase volume (less returns). •
Level 1 - Each top outstanding Parts Manager and guest will be awarded a trip to the national parts meeting.
•
Level 2 - A second group of meritorious Parts Managers will receive award points along with a plaque in recognition of their accomplishments.
To determine program eligibility and to track standings, click on Hyundai FlashDrive > Programs > Parts Performance Guild.
Print On Demand It’s easy to develop customized marketing materials with Hyundai’s Print On Demand program. Many of the items are eligible for Co-op and from the website you can order: •
Personalized Parts & Accessory Flyers
•
Wholesale Flyers
•
Multi-Point Inspection Forms
Just go to HyundaiDealer.com > Parts Menu > Print On Demand to place an order.
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Quantity Purchase Discount Get up to 20% discount on the fastest moving Genuine Hyundai Parts and Accessories. •
Go to HyundaiDealer.com > Parts Menu > Documents Library > Quantity Discount for listing.
•
On your normal stock order, just enter the Part Numbers and the required quantity the discount is automatic.
Remanufactured Parts The Hyundai Remanufactured Parts Program is a great way to keep your customers coming back by offering high quality remanufactured parts at a competitive price. The program features the following items •
Engines
•
Transmissions
•
Steering Gears
•
Alternators
•
Starters
•
AC Compressors
For a complete listing of available items, go the Hyundai FlashDrive > Reference Materials > PN Reference Materials
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Who olesale Parts P Web bsite (www w.HyundaiW Wholesale.co om) This site s is dedicated to assis st both our franchised Deale erships and the t independ dent shops s and repairr centers pro oviding servic ce to Hyun ndai owners. The site includes links to the Hyundai H Serv vice Information, Vehicle e Selector an nd a Dealer Locator.
InteliChek Deale ers now hav ve access to the IntelicChek website e and their co ompetitive p pricing analyssis tools. In addition n to providing g competitive e price inforrmation on a variety of m maintenance ces, this tool also provid des competittive price pro omotions thrrough an uplload to the servic Hyun ndai Service Media Centter or via prin nted compettitive price p posters. Go to Hyun ndaiDealer.com > Servic ce Menu > In nteliChek to “chek” out th his great too ol.
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ServiceSmarts Hyundai ServiceSmarts® Online is an analysis solution that evaluates and identifies parts & service sales opportunities. The program provides review of sales performance in dealership Primary Market Area (PMA) with data obtained from 12-months Repair Order data and New Vehicle registrations. For the Parts professional, Service Smarts has some great reports (lists) that can be downloaded into an excel spreadsheet for ease of use in your marketing campaigns. These lists include:
Customer List: Which includes a listing of vehicle owners in the dealers primary market area. This lists includes the Customer information (including email address), vehicle year / model and when purchased. You can reach out to new owners by sorting the list by purchase date or sort the list by model to market some specific model accessories.
IRF List: This list shows the Independent Repair Facilities nearby. The listing can be sorted by type of facility (body shop, mechanicial repair) and by distance from your dealership. This is a great tool to help your wholesale marketing campaign.
To sign on to ServiceSmarts, you will first need to have your HyundaiDealer.com system administrator grant you access to ServiceSmarts (under the service area). Then, go to HyundaiDealer.com > Service Menu > ServiceSmarts Online.
New Marketing Programs Don’t forget to visit Hyundai FlashDrive website weekly for updates on current programs and announcements on new marketing programs.
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12. TRAINING / CERTIFICATION / INCENTIVE Hyundai offers a multi-modal training program that consists of Classroom training, WebBased Training and Webinars. This approach allows us to deliver up-to-the-minute information on new programs or processes via webinars, training available around the clock through our web-based training and in-depth course study through classroom training. Enrollment for all courses is handled through the Hyundai Training and Certification System (TACS) available at www.hyundaiTACS.com.
Courses
Web-Based Training The Web-Based Training program includes general introductory courses as well as indepth courses in the following areas Parts Technical Skills, Sales & Marketing and Management. The courses are accessed via the Training and Certification System (TACS). Current courses include: •
Welcome to Hyundai
•
Parts Overview
•
Product Overview
•
Parts Specifying
•
Posting Lost Sales
•
Parts Returns
•
Parts Phone Skills
•
Customer Interaction
Classroom Training Classroom Training is designed for Parts Managers and senior level Parts Counter staff. These one day classes and are held in various cities throughout the US. In addition to the excellent course content, valuable information is gained through discussions with other attendees. To see upcoming sessions and enroll, go to the Training and Certification System (TACS). Following are the current courses conducted.
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•
Parts SmartStock – This training course is required of all SmartStock dealers and covers both program introduction and advanced SmartStock practices.
•
Parts Sales Development – A comprehensive marketing seminar designed to help dealers increase sales in all parts areas: Retail, Accessory, DIY, Shop and Wholesale.
Webinars Webinars are conducted whenever new models, programs or processes are rolled out that may impact dealership Parts personnel. Past webinars have included: Car Care Program, SmartStock Performance Score, Hyundai Graphics Program, Hyundai Dealer Dashboard and Parts Order System Enhancements. Upcoming webinars are announced via the Parts & Service News and enrollment is through the Training and Certification System (TACS)
There is one ongoing webinar – Parts Orientation, which provides an overview of Hyundai parts operations along with the opportunity to ask questions and receive feedback from the instructor. This webinar is conducted every other month and enrollment is via the Training and Certification system (TACS)
Third-Party Training Hazardous Materials Hazardous Materials Training is required to handle and ship any hazardous materials. Dealership Parts Personnel must receive training before handling, delivering or shipping any hazardous materials (such as airbags). There are substantial government penalties if compliance is not met by dealership personnel. The US Department of Transportation (DOT) strictly regulates the transportation of hazardous materials. DOT regulations require you to receive both INITIAL (within 90 days) and RECURRING (minimum of every 3 years) training if you: •
Work in a shipping, receiving or hazardous material handling area
•
Are involved in transporting hazardous materials
•
Are involved in preparing hazardous materials for transport
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HMA recommends using HazMatU.org for hazardous materials training and certification for dealership personnel. HazMatU’s primary training program allows any staff member within one facility to receive Hazardous Materials training for the annual cost of $299 (price at the time of publication). Job specific training is provided at this cost. Go to www.HazMatU.org for additional information and to enroll.
They also have training on a per seat cost of $75, which certifies one individual for 2 years for any one of the job specific training courses. You need to call them at 1-888-686-4445 to enroll in this program.
Remember, HazMat certification is required before returning any Hazardous Materials to the PDC.
Hyundai Authorized Tire Center Dealer Tire, the vendor handling the Hyundai Authorized Tire Center, has a dealership support team that is available to conduct in-dealership training and consultation. Contact Dealer Tire at (888) 401-1595 to learn more about the tire training programs available to your dealership.
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Traiining and d Certifica ation Sys stem (TAC CS) – www w.hyundaiTA ACS.com T and d Certification System is your portal ffor Hyundai Parts and S Service training. The Training When n you log on nto the TACS S website, yo ou will be takken to your homepage.
Parts s Certification Your personalize ed homepage e lists the cla asses requirred for the ation levels (such as Bro onze and Sillver), individual certifica indica ating which courses c hav ve been com mpleted, are iin-process o or you are a enrolled in. Other pe ertinent courrses not requ uired for certification are liisted under the t Training Tab. The L Legend at the bottom of the pag ge will explain what the icon in the cclass box me eans. To takke a class, ju ust a it will the en either beg gin the classs (Web-Base ed) or allow you to register click on the box and ssroom / We ebinar) for a upcoming session (Clas
e you have completed c all the courses required fo or certificatio on, a green b bar indicatin ng Once “Certification Com mplete” will appear a just under u the ce ertification tittle (as in the e example). If
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you are enrolled in the STAR Awards Program, you will receive a number of STAR Awards points that may be redeemed through the STAR Awards website. In addition, you will receive a formal certificate of achievement.
Navigating TACS From the homepage, it is easy to begin training. Just click on one of the classes displayed under a certification path. Following are other features that you should also become familiar with.
Top Navigation Bar The top bar will allow you to move within the website to perform the following: Home:
Takes you back to your personalize homepage
Classroom:
View upcoming courses that you are enrolled in
Web-Based:
Select and take Web-Based classes immediately.
Quizzes:
Complete any quizzes that may be available
Certification:
View the certifications that you have earned over the years.
Course Catalog: Here, you can see all the courses available. You can also see a calendar view of Classroom sessions scheduled and click on a specific session to enroll. Transcript:
See all of the classes that you have taken throughout your Hyundai Career.
Function Modes Based on your job role, you may have one or more functions available to you in TACS. These functions are as follows: Learner:
This is the function you will select if you wish to participate in any training activity. You can enroll in classroom courses, take web based training and view your training progress.
Dealership: This will allow you to view training reports for your staff and enroll them in upcoming classes. NOTE: If you personally want to enroll in a class, you will need to switch back to “Learner” mode.
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Job Role If your dealership’s HyundaiDealer.com System Administrator added multiple job roles to your profile in the personal enrollment screen, you will be able to switch the main page to show the different certification paths for each of your job roles.
To switch between roles, just select from the dropdown box on the right of the screen (only job roles selected in the personnel enrollment screen will display).
My Account To update your email address, or change your password, just click on “My Account” on the upper right of the screen. This email address is used in all training communications, including the Sign-on information for webinars, so take a moment now to ensure it is correct.
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STAR Awards – www.HyundaiStarAwards.com Hyundai STAR Awards is a multi-faceted online platform designed to recognize employees who strive to expand their knowledge and provide the utmost in customer service, operational efficiency and profitability. The elements of Hyundai STAR Awards for the Parts Professional include: •
Parts Training Certification
•
Parts STAR Promotions
•
Parts & Service Contests
Dealer Parts Personnel may earn STAR Power Points for completing a Parts Certification Level as outlined in TACS. In addition, there are periodic promotions and contests that will allow more opportunities to earn STAR Power Points. These promotions may range from participating in a Webinar during the month to implementing a marketing promotion or reaching an operational goal. These points can then be redeemed for top quality merchandise, travel or even charitable donations. Parts STAR promotions will be announced on the Hyundai STAR Awards website.
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Enrollment Enrolling in TACS and STAR Awards is a three step process. The Parts Manager should ensure that all dealership parts personnel are promptly enrolled in both programs.
Step 1 The individual must first be enrolled in the Hyundai Personnel Enrollment system by the dealers’ HyundaiDealer.com System Administrator. The System Administrator would go to HyundaiDealer.com > Sales/Parts/Service Menu > WebDCS > Admin tab >Dealer Management > Personnel Enrollment / W9.
If the individual is changing jobs within the dealership (i.e. going from service advisor to parts counterperson), your System Administrator should go to HyundaiDealer.com > Sales/Parts/Service Menu > WebDCS > Admin tab >Dealer Management >User Management. New job role(s) can then be selected so the TACS home page will display the correct courses for their current job role(s).
Step 2 The next day, go to www.HyundaiTACS.com and click the “Create My Profile” button at the bottom right of the dialog box. The individual would complete all of the information, including selecting a password - it is important that the individual enter their name exactly as it was entered in Step 1. The individual’s username is usually their first initial, last name and last 4 of their social security number (i.e. JSMITH1234) Step 3 After waiting a day after TACS enrollment, go to www.HyundaiStarAwards.com. The individual would initially need to enter their TACS user ID (i.e. JSMITH1234) in all caps in both the Username and Password field. Then there will be a prompt to change your password – you can use any password including your TACS password. Your will need to complete the entire profile (including entering your Social Security Number) before any awards can be issued.
If you have any questions, please contact your District Parts & Service Manager who can assist you in enrollment.
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13. WARRANTY New Hyundai vehicles from 1999 forward are covered by a 10 year, 100,000 mile power train warranty.
The following is only a summary for your convenience. Please refer to the Hyundai Warranty Policy and Procedure Manual (SVC-1245, located in HyundaiDealer.com, Service Documents Library / Warranty) for full details on the Hyundai Warranty.
Accessory Warranty Accessories Installed by an Authorized Hyundai Dealer An accessory installed on a new vehicle at the time of, or prior to the vehicle’s date of delivery to the original retail purchaser, or the date the vehicle is first put into service, is covered under the New Vehicle Limited Warranty and is limited to 5 years from the date of original retail delivery or date of first use, or 60,000 miles, whichever occurs first.
An accessory installed by an authorized Hyundai dealer after the vehicle has been retailed or placed into service shall be: •
2012 vehicles and forward: Covered under the New Vehicle Limited Warranty and is limited to 5 years from the date of original retail delivery or date of first use, or 60,000 miles, whichever occurs first.
•
2011 vehicles and prior Warranted for 1 year or twelve thousand (12,000) miles, whichever occurs first, from the date of purchase or installation?
Accessories sold over the counter: An accessory purchased over-the-counter is warranted for 1 year/unlimited mileage. An air conditioning system installed by an authorized Hyundai Motor America Dealer is covered for 1 year or twelve thousand (12,000) miles, whichever occurs first, or the
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remainder of the New Vehicle Limited Warranty, whichever is greater, from the date of installation. An AM/FM radio, cassette player, CD/DVD player, air conditioning system, Bluetooth or navigational system purchased over the counter is warranted for 1 year/unlimited mileage.
Replacement Parts Warranties The warranty for replacement parts is generally 12 months for parts supplied over the counter. If the part was installed by a Hyundai Dealership, the warranty is 12 months or 12,000 miles (whichever occurs first) or the balance of the new vehicle warranty (whichever is longer).
Replacement batteries are warranted for 48 months, at 100% for the first 12 months, and on a prorated basis for the remaining 36 months.
Parts Specific Information Areas of particular and immediate interest to the new parts manager are listed below.
Use of Hyundai Genuine Parts Hyundai’s expectation is that parts used to complete warranty repairs will be Genuine Hyundai original equipment parts obtained from Hyundai Motor America. Failure to follow this policy may be considered a violation of the Dealer Franchise Agreement.
Parts Reimbursement HMA will reimburse the dealer at the dealer net price plus an additional parts handling allowance based on the dealer net price. The parts handling allowance is 40% (except where noted). The handling allowance in meant to cover all normal acquisition costs. HMA does not reimburse for additional E freight charges.
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Remanufactured Parts and Core Policy Hyundai’s policy is that remanufactured parts must be used for warranty repairs whenever they are available. Hyundai supplies remanufactured alternators, starters, ac compressors, transaxles, engines, short blocks, and power steering racks. Any exception due to local regulations or availability must be authorized IN ADVANCE by your DPSM or the claim will be denied. Remanufactured parts have a core charge that will be deducted from the dealer net part price prior to calculating the parts handling allowance.
Audio Components For customer satisfaction, Hyundai maintains an exchange or “Float” Radio Program. Dealers must use these units for replacement of defective audio components under the New Vehicle Limited Warranty. Dealers are reimbursed for dealer net only plus the cost of the labor and freight allowance to return. Please go to Hyundai FlashDrive > Reference Material > PN Reference Materials > Radio Reference Guide for the listing of the float audio part numbers. The audio return form is found at Hyundai FlashDrive > Reference Material > Forms. For a program overview (PowerPoint), go to HyundaiDealer > Parts Menu > Documents Library > Reference Guides > Audio Video Navigation Return and Replacement Program.
“No Part Number” (NPN) Purchase Reimbursement There are some supplies that Hyundai does not sell or are available in bulk from local vendors and the dealer or sublet shop may purchase from a source other than HMA. Reimbursement for such items will be based on the allowances shown in the Section 6 of the Hyundai Warranty Claim Processing Manual (SVC-1241, located in HyundaiDealer.com, Service Documents Library / Warranty), with no additional parts handling allowance. (Typically these are lubricants and other chemicals).
Warranty Parts Return Parts Retention Requirements Parts replaced under HMA Warranty Coverage must be retained for 20 days after the date of claim payment. The dealer’s Warranty Settlement Statements are issued twice monthly and include a Parts Scrap Report (HMA-4330). The Parts Scrap Report includes all parts
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that were approved over 20 days prior to Settlement Statement date and that now may be scrapped.
Warranty Core Policy Cores for remanufactured parts can be sent back immediately.
Warranty Parts Return Notification Notification of warranty parts to be returned to HMA’s Warranty Technical Center is performed by the following method:
Dealers will receive from the HMA National Warranty Technical Center (WTC) located in Fountain Valley, California, requests for parts to be shipped to one of the WTC locations. The Warranty Parts Return Notices and outstanding Parts Return Notices are issued on a daily basis. The Parts Return Labels are to be affixed to the back side of the applicable Warranty Parts Tags, and the parts and Parts Tags are to be returned to the respective WTC location. Please pay special attention to the notice and label to ensure that parts are grouped and packaged correctly.
The Warranty Settlement Statement, which is issued twice a month, also contains an ‘outstanding part(s) not yet received” section. This section shows requested parts that have not yet been returned to HMA’s WTC. Replaced parts must be received by the WTC within 20 days from issuance of the Warranty Parts Return Notice. If not received, charge backs/debits will be issued and will occur approximately 30 days after the issuance of the first request for the replaced part(s). 9.3 Warranty Parts Storage Requirements The following procedures are required for all warranty replacement parts retained: Dealership parts department personnel must note receipt of the replaced warranty part on the technician’s hard copy of the repair order at the time the dealer’s parts department receives the part and issues the replacement part (function can be performed electronically in fully computerized system). This notification must be accomplished by a signature or initials on the repair order hard copy by the parts counterperson, or by the stamping of such words as “Parts Received” by use of a stamp on the hard copy of the repair order.
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Dealership parts department personnel must complete a Warranty Parts Tag. The Warranty Parts Tag (P/N NP445-00011) must be completed with all fields filled in and attached to the replaced part upon receipt of the replaced parts by the dealership’s parts department personnel from the technician.
Dealership parts department personnel must place the replaced part(s) in a designated and secured warranty parts storage area (a 10 bin system). HMA requires that the dealer utilize a 10 bin warranty parts retention system. In the 10 bin system, each of the 10 bins is labeled and corresponds to the last digit of the repair order number. Twenty (20) days after the dealer is notified of claim payment approval, the related parts are to be removed from the warranty parts retention area, destroyed and scrapped, provided these parts are not requested to be returned by HMA. Determination of which parts are eligible for the over twenty (20) day scrap, can be accomplished by using the Parts Scrap Report (HMA-4330) section of your Warranty Settlement Statements or the acceptance date on the DCS claim answer back (claim status report).
If the replaced parts(s) contain more than one piece, all parts must be kept together within the Warranty Parts storage area in a box, bag (preferably a clear plastic bag), or wired together. 9.
Notice: The information given above is a summary only. Section 15 of the Parts Policy & Procedure manual contains detailed information on all Hyundai Warranty terms, conditions and procedures. The Parts Policy and Procedure Manual also contains a consumer copy of the Replacement Parts Warranty that can be reproduced and given to customers as needed. Dealers should refer to this section as well as the Warranty Policy and Procedures Manual (SVC-1245) for the most recent and complete explanations.
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Rev Sept, 2013 3
