| Subject: | Onboard Rear Seat Entertainment Package |
| Models: | 2000 Cadillac Escalade |
| Built After April 10, 2000 Through End of 2000 Model Year Production |
| Attention: | Attention: Service Manager, Parts Manager, and Warranty Administrator |
Important: This service bulletin is not applicable to vehicles sold in Canada.
Cadillac Brand Marketing has authorized supplier upfit of certain 2000
Model Year Escalades with an Onboard Entertainment Package. Upfitting will
be completed before the vehicles are shipped to dealerships for retail sales
and all systems will be ready for customer use. Tecstar, Inc. will perform
the upfitting of the vehicles with the Onboard Entertainment Package produced
by Rosen Products.
This system is unique to the 2000 Escalade and should not be confused
with the Onboard Entertainment systems on other General Motors product lines
for service and warranty procedures.
| • | Rosen Products will be responsible for the warranty and service
Labor Time Guide, the Service Manual information, and the Cadillac Dealer
billing process. Rosen Products will also be responsible for any Onboard Entertainment
Package factory installation repairs detected during the vehicle delivery
process. |
| • | Dealer service technicians who cannot easily root-cause a condition
should call the Rosen Products Technical Assistance hotline at 800-284-7677
for diagnostic and service support. |
| • | Courtesy transportation is available during warranty repairs for
the Onboard Entertainment Package following the Cadillac Courtesy Transportation
guidelines. Claims should be submitted using the appropriate courtesy transportation
labor code and documented on the same repair order (R.O.) as the entertainment
system repair. The repair costs are still billed to Rosen Products and courtesy
transportation costs should be billed to General Motors. |
| • | Vehicles upfitted by Rosen Products authorized installers (test
markets or otherwise) should be serviced by the installer. The Rosen Products
technical advisor will have access to the information of who performed the
upfit. In cases where this is not feasible, the Cadillac dealer will be authorized
to perform service and charge back to Rosen Products. |
| • | Product literature consists of the Owner's Manual and a laminated
customer convenience card. |
| • | Service Manuals and customer convenience cards will also be supplied
to all Cadillac Dealerships and Technical Assistants for their technical libraries.
Directions for replacement manuals will be available at a later date. |
| • | For replacement service parts (warranty and non-warranty), contact
Rosen Products at 800-284-7677. Service parts are NOT available
from GMSPO. |
| • | All original equipment manufacturer (OEM) systems, which require
service that may be affected by the second-stage entertainment system, should
be diagnosed with the entertainment system disconnected. The technical assistance
center should be advised. |
| • | Rosen Rear Seat Onboard Entertainment Service Manuals for the
2000 Cadillac Escalade currently at dealerships will be superseded with a
second edition forthcoming in 2000. |
Onboard Entertainment System Service Procedure
Below is a typical example of the repair process for the Onboard Entertainment
System. Some deviation from the process may be necessary.
Dealer Technician Evaluation
| • | The customer arrives at the dealership and comments about a condition
with the system. |
| • | The dealership technician verifies a condition with the system
by referencing the Service Manual from their library. The vehicle will also
be equipped with a laminated customer convenience guide that contains some
troubleshooting steps for reference. |
| • | If the technician is unable to easily root-cause the condition,
the technician should call Rosen Products toll-free technical assistance hotline
at 800-284-7677 (hours of operation are 8:00 AM -
5:00 PM PST). |
| • | The condition will be assigned a Rosen case number and then diagnosed
between the Rosen technical advisor and the technician. |
Replacement Parts Procedure
| • | If the condition is identified as an inoperative component that
requires replacement, the Rosen technical advisor issues a return material
authorization (RMA) number and notes this on the return address label. Shipping
of the new part is arranged to arrive at the Cadillac Dealer in less than
48 hours. The warranty exchange part is shipped to the dealer on a
no-charge exchange invoice. In order to avoid being charged for the replacement
part, the dealer must return the faulty component to Rosen by the date indicated
on the warranty exchange invoice (approximately one week later). |
| • | When the dealership receives the replacement component, the part
is then replaced. The system should operate properly after replacement. Inform
the customer that if a component is damaged due to neglect and the Claims
Administrator denies the warranty coverage, the customer may be billed for
the repairs. |
| • | The dealership should return the faulty part to Rosen using the
same shipping container that the new part arrived in. Use the included return
address label and paid return shipping account. |
Claim Process
| • | For claims with a part replacement, Rosen's repair department
evaluates the returned part. The repair department identifies the failure
(warranty or customer induced) and reports the findings to the customer support
representative and warranty claims administrator before a labor claim is processed. |
| • | The Rosen customer support representative notifies the dealer
only if a claim is denied. Otherwise, the payment process continues with a
check being mailed to the dealer, within the typical time frame. The check
from Rosen will identify the specific repair invoice. If a claim is denied,
the dealer will be notified with proper documentation to support findings.
Again, inspect the component and inform the customer that if the system is
damaged due to neglect and denied warranty coverage, the customer may be billed
for the repairs. |
| • | With a part replacement claim, labor charges are not reimbursed
to the dealer until the faulty part is received at Rosen, with RMA number
authorization. Compensation for labor is based on established labor times
referenced in the Service Manual (pg 1-4). Rosen will reimburse
the dealer using the standard dealer warranty labor rate. |
| • | For labor reimbursement, the dealer submits a copy of the repair
order (R.O.) with vehicle and customer information, and the Rosen labor operation
code for the repair to the following address: |
| | Attn: Warranty Claims Administrator |
| • | For customer inquiries of service part costs and replacement availability,
call the Rosen toll-free Technical Assistance Hotline at 800-284-7677
(hours of operation are 8:00 AM - 5:00-PM PST). |
