2013/03/13 Council Agenda Packet

12 • The Warranty Trend Performance Report (362-126) is available via www.fleet .ford.com or from your Commercial Vehicle Operations Fleet Service Representative and provides three key metrics defining overall warranty repair performance. • Cost Per Vehicle Serviced (CPVS) - Sum of six months payments divided by six months vehicles serviced (labor costs adjusted to the comparison groups' average rates) • Repairs per 1000 Vehicles Serviced (R/1000) - Sum of six months repairs divided by six months vehicles serviced multiplied by 1000 • Cost per Repair (CPR) —Sum of six months payments divided by six months repairs (labor costs adjusted to the comparison groups' average rates) Parts Reimbursement • Parts used in warranty repairs will be genuine Ford or Motora-aft parts only, except as otherwise authorized in the Warranty and Policy Manual. "Genuine Ford parts" shall mean such parts, acrpssories and equipment for vehides as are offered for sale by Ford Motor Company. • The Warranty Service Provider agrees to adhere to all parts return requirements as Ford Motor Company may specify. Failed parts removed from the vehide must be held by the Warranty Service Provider for 30 clays from payment date by Ford Motor Company. These parts are to be made available for inspedion by Ford Motor Company representatives for disposition as Ford Motor Company may specify. Any part(s) from vehides involved in an accident, personal injury and/or property damage MUST NOT be scrapped until authorized by Ford Motor Company in writing. Parts reimbursement of genuine parts will be based upon a price formula of Dealer (net) Price as listed in the Company's Parts and Accessories Price List in effect at the time of repair, plus 20 percent. This Dealer (net) price plus mark-up allowance approximates a Warranty Service Provider's actual acquisition cost from local Ford or Lincoln Dealerships or a Ford Motor Company Authorized Motors aft Distributor. Warranty Labor Reimbursement Warranty labor reimbursement will be based on the Warranty Service Providers approved warranty labor rate (and if the Warranty Service Provider has more than one location, then the location's approved warranty rate) multiplied by the applicable labor operation in the Ford Service Labor Time Standards Manual. Where no Ford labor operation applies, reimbursement will be based on actual time (provided it is reasonable in the opinion of Ford Motor Company) multiplied by the location's approved warranty labor rate. All Warranty Service Providers must time record actual time repair operations. Claim Preparation A claim form should be prepared for each warranty repair order in accordance with procedures detailed in the Warranty and Policy Manual and the Warranty Claims Manual available via www.fleet.ford.com. • Your P&A Code is 49682-0. This code will identify your Warranty Service Provider location. Warranty claims require accurate vehide history files on all Ford/Lincoln built vehicles. The vehide warranty data (i.e., Vehicle Identification Number, Repair Date, Mileage, Customer Concern Code) identified on the daim form must be correct or payment may be delayed until the discrepancy is resolved. • All claim forms should be completed promptly, signed, dated and processed by a Ford Motor Company approved system provider or Ford Motor Company Dealer. Claims will not be accepted for payment beyond 30 days after the date of repair. • Information about all approved daims will appear daily on your Ford Motor Company Claims Register, available from your Ford Motor Company approved systems provider or Ford/Lincoln Dealer. • The total credit amount from the daily Claims Register will appear on the monthly Customer Statement 4-20-12 v.8 Page 3 of 5 52