Policies and Procedures 12.31.08.book

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					Warranty Policy & Procedures




                        VS1-WAR-PP-V2010909
                               Print date: 1/09
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                                       TABLE OF CONTENTS

                                                    SECTION 1
                               DEALER OBLIGATION AND GUIDANCE
A.   Your Role As A Suzuki Dealer.................................................................................... 1-1
B.   Payment For Warranty, Transportation Damage And Pre-Delivery Inspection .......... 1-3
C.   Diagnosis And Repair Quality .................................................................................... 1-4
D.   Warranty Return Requested Parts ............................................................................. 1-4
E.   Emergency Repairs.................................................................................................... 1-5
F.   Warranty Policy And Procedure Manual Change Request ........................................ 1-7




                                                    SECTION 2
 NEW VEHICLE RECEIPT, INSPECTION, TRANSPORTATION DAMAGE AND
                  PRE-DELIVERY INSPECTION
A.   Receiving New Vehicles............................................................................................. 2-1
B.   Inspecting New Vehicles ............................................................................................ 2-1
C.   Transportation Damage Repairs ................................................................................ 2-4
D.   Transportation Damage Claim Preparation................................................................ 2-6
E.   Transportation Damage Claim Submission................................................................ 2-7
F.   Pre-Delivery Inspection (PDI)..................................................................................... 2-8
G.   New Vehicle Storage .................................................................................................. 2-9
H.   New Vehicle Delivery ................................................................................................. 2-9
I.   Vehicle Registration ................................................................................................... 2-10




                                                    SECTION 3
                                                     WARRANTIES
A.   Limited Warranty Statement ....................................................................................... 3-1
B.   Vehicle Limited Warranty Quick Reference................................................................ 3-1
C.   Parts And Accessory Limited Warranty...................................................................... 3-2
D.   Perforation From Corrosion Limited Warranty............................................................ 3-2
E.   Powertrain Limited Warranty ...................................................................................... 3-2
F.   Original Equipment Battery Limited Warranty ............................................................ 3-3
G.   Original Equipment Tire Warranties ........................................................................... 3-3
H.   Sound, Dvd and Navigation Limited Warranty Exchange Procedures ....................... 3-4
I.   Foreign Vehicle Coverage (Non-ASMC) .................................................................... 3-6
J.   Service Adjustments .................................................................................................. 3-6
K.   What Is Not Covered.................................................................................................. 3-7



                                                                A
                                                          SECTION 4
                                         REIMBURSEMENT STATEMENT
A.     Reimbursement Statement......................................................................................... 4-1
B.     Labor Reimbursement................................................................................................ 4-1
C.     Parts Reimbursement ................................................................................................ 4-3
D.     Surcharge For Priority Parts Orders........................................................................... 4-4
E.     Warranty Return Part Freight Reimbursement........................................................... 4-4
F.     Expendable Fluid Reimbursement ............................................................................. 4-4
G,     Sublet Reimbursement............................................................................................... 4-4
H.     Towing Reimbursement.............................................................................................. 4-5
I.     Warranty Repair Courtesy Vehicle Program .............................................................. 4-5
J.     Recall and Service Campaigns .................................................................................. 4-6
K.     Authorization Procedures........................................................................................... 4-7
       1. DSPM Authorization ............................................................................................. 4-8
       2. Dealer Self-authorization (DSA) ........................................................................... 4-8
L.     Claim Submission Time Limits ................................................................................... 4-9




                                                          SECTION 5
                           WARRANTY PERFORMANCE MEASUREMENT
A.     Records That Dealers Must Keep .............................................................................. 5-1
B.     General Claim And Parts Review............................................................................... 5-3
C.     Dealer Warranty Performance Reports ...................................................................... 5-5
D.     Warranty Controls Program........................................................................................ 5-5
E.     Audits ......................................................................................................................... 5-8




                                                          SECTION 6
                         SUZUKI CONNECT OPERATIONS PROCEDURES
WARRANTY CLAIM ENTRY
A. How To Access Claim Entry Screens......................................................................... 6-1
B. Regular Warranty Claim ............................................................................................. 6-4
C. Short Campaign ......................................................................................................... 6-11
D. Long Campaign.......................................................................................................... 6-12
E. Part Accessory With Vin............................................................................................. 6-13
F. Part Accessory With Out Vin ...................................................................................... 6-15
G. Foreign Vehicle (Non-ASMC)..................................................................................... 6-17
H. Freight ........................................................................................................................ 6-19
I. Pre-delivery Inspection (PDI) ..................................................................................... 6-20
J. Send Manager............................................................................................................ 6-21

                                                                      B
                                                      SECTION 6
                  SUZUKI CONNECT OPERATIONS PROCEDURES-CON’T
SERVICE OPERATIONS
K. Vehicle Master Inquiry................................................................................................ 6-26
L. Parts Availability ......................................................................................................... 6-28
M. Claim Status ............................................................................................................... 6-29
N. Part Return................................................................................................................. 6-31
O. Service Bulletins......................................................................................................... 6-32
P. Claim Inquiry .............................................................................................................. 6-34

GENERAL OPERATIONS
Q. Suzuki Connect Notifications ..................................................................................... 6-35
R. Suzuki Connect Reports ............................................................................................ 6-36




                                                    APPENDICES
APPENDIX 1                       Resubmission Codes, Denial Codes and Status Codes                                           A1-1

APPENDIX 2                       Service Literature and Forms                                                                A2-1

APPENDIX 3                       ACTIVE BULLETINS
                                 SW-01R Expendable Fluids, Lubricants and Sealer                                             A3-1
                                 SW-11R Warranty Materials (Includes PDI Times)                                              A3-3




                                                                  C
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              D
      WARRANTY POLICY AND PROCEDURES MANUAL
                                      FOREWORD
Our objective is to provide high quality products combined with professional and caring
customer after sales service.
We, ASMC and Suzuki dealers, know that satisfied owners will become loyal service and parts
customers, and they will influence friends and family to buy Suzuki vehicles, parts, and service.
This type of satisfaction will help make Suzuki dealers profitable, and will ensure the successful
growth of Suzuki in the automotive market place.
All your dealership personnel should understand ASMC’s, policies and procedures and dealer
responsibilities. This manual is designed to serve as a reference for all Suzuki dealerships.
Updates to this manual will occur by issuing bulletins or by replacing pages of the manual as
necessary.




                                    Definition of Terms


      ASMC: American Suzuki Motor Corporation - Automotive Division
      RGM: Regional General Manager
      RSPM: Regional Service and Parts Manager
      DSPM: District Service and Parts Manager
      SUZUKI CONNECT: Suzuki Dealer communication system
      Suzuki Genuine Parts/Accessories: Parts/Accessories manufactured by or for ASMC
      and sold by ASMC
      Dealer/Dealership: Authorized Suzuki Dealer for automotive products
      Vehicle: Suzuki automotive product imported and sold by ASMC
      VIN: Vehicle Identification Number
      PDI: Pre-Delivery Inspection
      STI: Subject to Inspection

                                                I
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               II
                       DEALER ACKNOWLEDGEMENT FORM
           SUZUKI WARRANTY POLICIES AND PROCEDURES MANUAL
We have reviewed and acknowledge it to be the Warranty Policies and Procedures Manual
under which dealer responsibilities for servicing Suzuki products shall be conducted per the
Suzuki Dealer Sales and Service Agreement until amended or revised by American Suzuki
Motor Corporation. It is the responsibility of dealership management to read and sign for this
manual.
Dealership Name: ________________________________________          Dealer Code: ________________


Dealership Address: ______________________________________         City: _______________________

                                                                   State: ______________________




Region: _________________________________________________          District: ____________________



________________________________________________________________


                                DEALERSHIP SIGNATURES
Principal/Gen. Mgr: ___________________________________________           Date: ________________


Sales Manager: ______________________________________________             Date: ________________


Bus. Mgr./Warranty Admin: _____________________________________           Date: ________________


Service Manager: _____________________________________________            Date: ________________


Parts Manager: _______________________________________________            Date: ________________


Please sign and give to your District Service and Parts Manager.


Distribution:   Original - Warranty Department
                Photocopy - Dealership




                                                       III
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              IV
                                        SECTION 1
                      DEALER OBLIGATIONS AND GUIDANCE
A. YOUR ROLE AS A SUZUKI DEALER
The impression a Suzuki owner receives of the dealership and American Suzuki Motor
Corporation (ASMC) will have a direct bearing on whether the owner will continue his or her
relationship with the dealer for scheduled maintenance and repairs after the warranty expires.
Your single biggest task as a Suzuki dealer is to help make the buying public as enthusiastic
about Suzuki products as possible. This Policy and Procedures Manual will supply all the
necessary information to provide outstanding warranty service to our mutual customers.
To remain a Suzuki dealer your must meet certain requirements concerning ASMC product
warranties. At the highest level, you must comply with all the guidance contained in this manual
as well as respond to specific direction from ASMC from time to time in the form of
Administration, Warranty, Campaign and Technical bulletins.
   1. Printed New Vehicle Warranties: With each new model year, a New Vehicle Warranty
   booklet is produced and supplied with each new vehicle. A copy is also sent to each dealer.
   These booklets contain the actual written obligation of the warranty to the owner and a copy
   should be readily available in each dealer’s service department. To order replacement
   copies for previous years refer to the Appendix section of this publication. Other printed
   materials may be available on Suzuki Pit Stop.
   2. Warranty Service to Suzuki Owners: You as a Suzuki dealer must provide warranty
   service for all Suzuki automotive products, including vehicles sold by another Suzuki dealer.
   To ensure customer satisfaction, customers who are traveling must receive priority.
   Warranty coverage on all ASMC vehicles, including vehicles sold through your dealership
   can be verified through Suzuki Connect. Additionally, you must maintain the facilities,
   equipment, tools, parts and trained service personnel needed to perform warranty and non-
   warranty service on all vehicles you are authorized to sell. Refer to the Service Operations
   Guide for details.
   3. Warranty Repair Guidelines: Warranty decision-making is a regular function of your
   dealership’s Service Department. It is up to you and other service staff to make warranty
   decisions within the Suzuki Warranty Policy and Procedures framework. Authorizations
   which are required for certain repairs are listed in Section 4, “Authorization Procedures”.
Suzuki dealership personnel must be able to make prompt and accurate warranty coverage
decisions for Suzuki owners. To avoid problems, it is very important the dealership service
personnel responsible for warranty coverage be fully knowledgeable of all ASMC warranties,
policies and procedures. Generally, for a repair or replacement to be covered by a Suzuki
warranty, you must be able to answer “yes” to the following questions:
          •   Is an actual malfunction present?


                                              1-1
           •   Is the malfunction caused by a defect?
           •   Is the vehicle within the appropriate mileage limitation?
           •   Is the vehicle within the appropriate time limitation?
           •   Is the item not excluded from the Suzuki warranty such as an aftermarket
               component?
   Note:   Some state or local laws may override certain warranty terms or
           limitations. Should you encounter this situation, contact your Suzuki
           District Service and Parts Manager (DSPM).
As part of a preventative program, your dealership should undertake the following principles in
establishing your service program:
   4. Gather specific details and information from the customer regarding any complaint.
   Start narrative on the repair as “customer states”. Vague descriptions can only
   complicate the repair process, could possibly frustrate the customer and used as a
   negative in a court or arbitration situation.
   5. Be aware of repeat repairs. Check the vehicle claim history in Suzuki Connect and
   your in-house service history. Inform your District Service and Parts Manager on the
   second repair attempt for the same complaint and ask for his or her involvement in those
   situations. If you need technical assistance or information, contact the ASMC Technical
   Hot Line at 800-934-1616.
   6. Verify the owner’s complaint. Attempting to repair a condition which cannot be
   duplicated or attempting to repair a condition which is a normal characteristic of the
   vehicle may lead your dealership into legal involvement. When submitting the claim, the
   complaint and defect code must directly relate to the customer’s complaint. If you are
   unable to verify the owner’s complaint, clearly state on the repair order “unable to verify/
   duplicate the owner’s complaint”.
   7. Treat the repair order as a legal document. Proper repair order writing can play a
   significant role in reducing exposure to buy back situations. If you use handwritten repair
   orders, always write legibly in ink and always note the date and mileage of the defect
   date and the date and mileage of the repair date and be certain the customer signs the
   repair order.
   8. Parts delays, when a vehicle is down, can be frustrating to the dealer and the
   customer. Make certain all parts are ordered either the same day, or the early morning of
   the second day. If a backorder situation exists, please contact your District Service and
   Parts Manager. In some cases, parts may be sourced through other channels, such as,
   the Suzuki Dealer to Dealer Parts Locator.




                                                1-2
B. PAYMENT FOR WARRANTY, TRANSPORTATION DAMAGE AND PRE DELIVERY
INSPECTION
ASMC will reimburse the dealer’s non-vehicle open parts account for warranty work if the
following guidelines are met:
   1. All the services for which payment is requested were performed and submission of a
   manual transportation damage claim or an electronic Suzuki Connect claim certifies the
   repair was completed.
   2. The warranty repairs were performed according to the procedures outlined in the Suzuki
   Service Manuals, Suzuki Technical Service Bulletins and claim submission instructions
   according to Suzuki Warranty, Administration or Campaign Bulletins.
   3. The work for which payment is requested has not been charged to, or paid for by,
   another party.
   4. No claims may be submitted prior to performing the warranty repair including
   transportation damage and pre-delivery inspection (PDI) claims. Claims submitted must be
   complete with parts (if applicable), labor, DTC labor (if applicable) and sublets. Do not
   submit partial claims. Do not “split” claims on separate lines for the same defect.
   5. The repairs performed were not required due to, but not limited to, a motor vehicle
   accident, off-highway damage, lack of required maintenance, vehicle modification or
   customer negligence.
   6. The vehicle owner must sign and receive a legible copy of the signed repair order. The
   repair order must include the owner’s name, street address, city, state, zip code and home
   and work phone number.
   7. The mileage on the repair order must be accurate and must match the mileage on the
   claim. If ASMC cannot determine correct mileage, the claim may be subject to debit.
   8. The defect date and repair date must be accurate. The repair date is determined by the
   last punch date on the repair order. If ASMC cannot determine the correct defect and repair
   date, the claim may be subject to debit.
   9. Genuine Suzuki new or remanufactured parts must be used. Only parts that are
   defective or unserviceable should be replaced. Part replacement on a preventative or trial
   basis will not be reimbursed under warranty.
   10. With the exception of automatic transmissions, component assemblies or sub-
   assemblies should be repaired rather than be replaced. Examples would include re-
   programming of Electronic Control Modules (ECM) and Transmission Control Modules
   (TCM). If the replacement of an assembly is more cost effective, a replacement should be
   made instead of a repair. Some assembly replacements require DSPM authorization. Refer
   to the “Authorization Procedures” in Section 4.




                                             1-3
C. DIAGNOSIS AND REPAIR QUALITY
It is the dealer’s responsibility to ensure that each service problem reported by a customer is
carefully diagnosed to determine what action is necessary. After performing the required
corrections, the work should be thoroughly inspected by a second party such as the shop
foreman, quality assurance person or service manager to determine that it’s completion is
satisfactory.
   1. Repeat or duplicate repairs can only be claimed if it was caused by a defective Suzuki
   Genuine Part. All other repeat repairs are considered as a workshop comeback and are the
   dealership’s responsibility.
   2. Dealer’s are responsible for proper diagnosis and satisfactory completion regardless of
   whether the repair was paid for by the customer or by the warranty.
   3. To avoid potential legal liability, if the repair cannot be completed to the customer’s
   satisfaction, the dealer must inform the DSPM as soon as possible.

D. WARRANTY RETURN REQUESTED PARTS
Dealership participation in the warranty requested parts program is essential to ASMC’s
continuing evaluation and technical improvement of Suzuki products.
   1. It is required that the dealer establishes a “10 Bin” system. Under the “10 Bin” system,
   warranty replaced parts are stored according to last digit of the repair order. For example, if
   the repair order number ends in the digit 1, all warranty parts are stored in bin 1. Store
   warranty parts which are too large for the bin as close to the bins as possible. Tag all parts
   for identification using Suzuki Part Number 99963-01501-025.
   2. Replaced warranty parts must be retained for 60 days from the date on the paid monthly
   warranty claim summary, not the date the repair was completed or the date the repair order
   is closed. The monthly warranty claim summary can also be used as your parts scrapping
   document for all paid claims paid 60 days previously. Under special circumstances,
   bulletins may require a longer storage period or allow replaced parts to be scrapped
   immediately.
   3. ASMC will mail a hard copy of the warranty part return request to the dealer’s Service
   Manager promptly after the request has been issued. Each Monday for the next 90 days
   that the part has not been received, a reminder message will be posted. Dealers can also
   track the status of part returns through Suzuki Connect.
   4. When the Suzuki dealer receives a parts return request, package up all major parts, the
   accounting copy of the repair order, tech notes and any sublet bills relating to the claim.
   Insert the paperwork into the warranty tag bag, Suzuki part number 99963-01501-007. This
   bag will keep the documents from becoming contaminated from remaining fluids. Use the
   Suzuki return part label 99963-01501-078. This label will ensure that the parts will be
   delivered to the correct address and the correct department. With the exception of


                                               1-4
   remanufactured automatic transmissions, ECM’s, starters, alternators and radio cores, all
   part return requests are shipped to the Automotive Technical Center in Brea, CA. If you are
   requested to return warranty parts elsewhere, be sure the requestor documents the reason
   on your repair order.
   5. Ship parts by UPS or FedEx ground prepaid by the dealer. If the larger parts are not
   accepted, ship by truck such as FedEx Freight, Yellow or a common carrier of your
   choosing. Do not over estimate the weight. The carrier will determine the weight after the
   items are shipped. State on the carrier’s bill of lading “Scrap Auto Parts-No Value”. A claim
   can be submitted for warranty return part freight costs. Refer to Section 6.
   6. Provide the shipping information to the dealer’s warranty administrator to submit the
   claim for the return freight amount.
ASMC will monitor each dealer’s warranty part return request performance.
   1. Warranty return requested parts are requested to be returned within thirty dates from the
   request date. Returns received after 30 days are considered late. Parts not returned within
   90 days are subject to debit. After 90 days, the parts no longer have technical value to
   ASMC. Do not return any parts after 90 days.
   2. Each week, ASMC will determine dealer’s warranty repair percentage rate. Should the
   dealer’s overall warranty return performance drop under 80% after 90 days in a rolling, six
   month period, claims where parts are not received within 90 days are subject to debit. Refer
   to page 5-5, “Dealer Warranty Performance Reports”.
   3. For disputes regarding debits such as mis-shipments or receiving discrepancies, follow
   the guidelines in Section 5.

E. EMERGENCY REPAIRS
An “emergency repair” condition exists when a Suzuki dealership is not reasonably available to
perform a warranty repair.
   1. If a customer meets the above criteria, he or she may have the vehicle repaired
   (excluding major overhauls) by any qualified repair establishment. The customer should
   then contact a Suzuki dealership and request reimbursement consideration. In such cases,
   Suzuki dealers should request the following from the customer:
      a. A copy of the vehicle registration to verify ownership.
      b. A statement of the circumstances.
      c. The original paid repair order or receipts.
      d. All replaced parts.
      e. Contact the DSPM
   2. If the above items have been furnished, submit a warranty claim for reimbursement.
   Some repairs may require DSPM authorization. Suzuki will reimburse your dealership for

                                              1-5
parts at the current suggested retail price. Reimbursements for labor will be at a reasonable
rate and time allowance.
3. Owner reimbursement will be made through your dealership. You should issue a check
to the owner as soon as you receive authorization The DSPM will instruct you on proper
claim procedures. When the claim is processed by ASMC, a credit will be immediately
issued to your dealership’s non-vehicle parts account.




                                           1-6
F. WARRANTY POLICY AND PROCEDURE MANUAL-CHANGE REQUEST
Dealer,
If you have suggestions for improvements or notice any errors in the publication, please help us by
letting us know where changes are necessary.
You may FAX this form to 714 996-4545, or mail to:
ASMC AUTOMOTIVE WARRANTY DEPARTMENT
3251 E. Imperial Highway
Brea, CA 92821


Dealer Name:________________________________________________________

Dealer Code:____________________________

Phone Number:__________________________

Contact Name:________________________________________________________

Section and Page where change is requested:_______________________________________

Description of suggested changes:_______________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
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                                                  1-7
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              1-8
                                         SECTION 2
 NEW VEHICLE RECEIPT, INSPECTION, TRANSPORTATION DAMAGE and
                  PRE-DELIVERY INSPECTION
Suzuki vehicles are transported from the port of entry to your dealership by transport truck, rail
or both. Vehicles distributed from Asia, Canada or Tennessee are thoroughly inspected several
times for “marine damage”. After the vehicle is released from the port of entry, in-land or
distribution warehouse, then during transportation to your location, vehicles may incur damage
or loss. The vehicles are covered by insurance up to the point of rest at your dealership.
Therefore, it is important that a thorough inspection is made of each vehicle and if vehicles have
incurred damage or loss it must be noted on the bill of lading (delivery receipt). The copy of the
bill of lading that is provided for your signature must match the notations on the driver’s copy.
Any damage or loss noted after receipt of the vehicle becomes the dealer’s financial
responsibility for the repair. Note anything damage or loss to protect your rights to a claim.
Note:   Dents or damage under the protective wrap guard is not considered “Hidden
        Damage”
A. RECEIVING NEW VEHICLES
Do not assist in the unloading or moving vehicles to the point of rest. Any damage or loss
caused by dealership personnel will be the dealer’s responsibility.
Account for the all the vehicles by comparing the actual vehicle identification numbers (VINs)
against the deliver receipt. Check the Monroney Label to ensure the vehicles are being
delivered to the correct dealer. This will avoid problems when entering PDI claims as only the
invoiced dealer will be able to submit for the PDI.
All vehicles delivered must be accepted, even those with major damage. A dealer may not
refuse to accept a vehicle based on condition of arrival. If a vehicle is badly damaged, note on
the delivery receipt the damage and state “Accepting Damaged Vehicle for Storage Only” and
contact your DSPM and the ASMC Logistics Department for disposition.
Occasionally, ASMC may ship a vehicle to your location which is not invoiced to your
dealership. These vehicles may be Suzuki personnel company vehicles, lease vehicles or local
auto show vehicles. Inspect these vehicles as the same as if there were invoiced to your
location.
B. INSPECTING NEW VEHICLES
It is very important that you thoroughly inspect each new vehicle for any damage including
dents, scratches, broken or missing items and incorrect equipment.
This thorough inspection will prevent future disputes about where, and when the damage
occurred, and who is ultimately responsible for the repair. It is not the dealer’s or the driver’s
responsibility to decide if the damage or missing items is transportation damage. Note the
damage and it is the decision of the insurance carrier to subrogate against the responsible
party.
                                               2-1
   1. What to do when vehicles are delivered while qualified dealership personnel are
   available.
   Perform the vehicle inspection as follows:
      a. While the vehicle is still on the transport truck, inspect the vehicle to detect
      undercarriage damage, improper tie-down or damage to the inner wheels or tires.
      b. Once the vehicle is on the ground, remove any protective wrap guard and inspect
      all exterior surfaces including sheet metal panels, bumpers, tires, glass and
      moldings. If in doubt, clean the surface. If you find fluid or acid stains, you must
      record the VIN of the vehicle on the transport truck that caused the damage.
      c. End by inspecting the interior and verifying that the vehicle is properly equipped.
      The Monroney label lists all the specified equipment for that vehicle. Also, be sure to
      account for potential theft items, such as spare tires, jacks, tool kits, floor mats,
      radios, wheel covers, center caps, navigation units, navigation CDs and headphones.
   2. You should document all transportation damage on both your copy and the driver’s
   copy of the bill of lading (delivery receipt). Without the proper documentation, claims
   cannot be accepted by ASMC or the carrier for reimbursement to the dealer for
   transportation damage.
   When documenting transportation damage, you must:
      a. List all damage.
      b. Record the date and time of the delivery.
      c. Record signatures of both driver and dealer staff who actually performed the
      inspection. If signatures cannot be read, print both names.
   3. When the vehicles are delivered in a condition that makes inspection impossible such
   as covered with ice, snow or mud.
   Record on all copies of the bill of lading:
      a. “SUBJECT TO LATER INSPECTION DUE TO (reason)”. This is also known as
         “STI”.
      b. Record all notations as explained previously.
      c. You must perform your inspection within two (2) working days of the delivery.
   If damage is found after the delayed inspection:
      a. Notify the carrier within two (2) working days of the delivery by sending a copy of
         the delivery receipt and a traceable letter by USPS, UPS, FedEx or similar on
         dealer letterhead. Refer to the example on the next page.
Note: A telephone call or FAX to the carrier or ASMC does not protect your rights to a
      recover costs for vehicle damage repair.
                                                 2-2
                                        (DEALERSHIP'S LETTER HEAD)
                                                    (Example)


Date:


To:                                                             (Carrier's name)
_________________________________________________________(Carrier's address)

Subject: Damage/shortage notification
        Freight bill number :___________________________________
        Vehicle receipt date :
        VIN:
The damage(s)/shortage(s) were found after receipt of the vehicle, since:
                The vehicle was received subject to later inspection.
                The vehicle was received after hours.
                It was hidden damage(s). (Limited to vehicle undercarriage)


The damage(s)/shortage(s) to the vehicle is noted as follows:




Dealer code number:


Dealership personnel's signature:




                                                        2-3
   4. What to do when vehicles are delivered and qualified dealership personnel are not
   available or “After Hours Delivery”:
   Record on your copy of the bill of lading:
        a. “AFTER-HOURS DELIVERY”. The driver may also note “STI”
        b. Record all damage notations as explained previously.
        c. You must perform your inspection within two (2) working days of the delivery.
        d. Non qualified dealer personnel should not sign the Bill of Lading.
   If damage is found after the delayed inspection:
        a Notify the carrier within two (2) working days of the delivery by sending a copy of the
        delivery receipt and a traceable letter by USPS, UPS, FedEx or similar on dealer
        letterhead. Refer to the example in the appendix section of this manual.
Note:    A telephone call or FAX to the carrier or ASMC does not protect your rights to a
         recover costs for vehicle damage repair.
   5. What to do when hidden damage is discovered:
Note:    Hidden damage is expressly limited to the undercarriage of the vehicle, the inner
         side of the road wheels and tires, tire tread, suspension and inner fender wells.
         Hidden damage does not include such items as spare tire, jack, tool kits, glove
         box materials and damage under the protective wrap guard.
   Record on your copy of the bill of lading:
        a. “HIDDEN DAMAGE”
        b. Record all damage notations as explained previously.
        c. You must perform your inspection within two (2) working days of the delivery.
        If hidden damage is found after the delayed inspection:
        a. Notify the carrier within two (2) working days of the delivery by sending a copy of the
        delivery receipt and a traceable letter by USPS, UPS, FedEx or similar on dealer
        letterhead. Refer to the example in the appendix section of this manual.
Note:    A telephone call or FAX to the carrier or ASMC does not protect your rights to a
         recover reimbursement for vehicle damage repair.

C. TRANSPORTATION DAMAGE REPAIRS
ASMC will reimburse dealers for transportation damage documented during the inspection
providing the dealer has complied with the following items.



                                                2-4
   1. Dealers must contact their DSPM for authorization if the transportation repair exceeds
   $500 not including tires or glass or is related to major structural components, frame, steering
   or suspension.
   2. All vehicles must be repaired to a “new” condition using Genuine Suzuki Parts.
Notes:
   a. If you fail to notify ASMC of vehicles having safety-related or structural damage, your
   dealership may be held responsible for all damages that might be incurred as a result of the
   vehicle being put into operation.
   b. Some State or local laws may require a damage disclosure. Any vehicle having
   transportation damage exceeding the disclosure limit must be disclosed to the buyer. Check
   your state and local laws.
   c. Notify the ASMC Logistics Department of any vehicle which was tied down improperly,
   even if no damage occurred. This will ensure to achieve consistently correct tie-down by
   carriers.
   d. The carrier has a right to the damaged replaced parts. All damaged replaced parts
   related to the transportation damage claim must be retained for 60 days from the date of the
   paid Warranty Claim Summary. Parts storage requirements are covered in Section 1.




                                               2-5
D. TRANSPORTATION DAMAGE CLAIM PREPARATION
       TRANSPORTATION DAMAGE MANUAL CLAIM FORM SUZUKI PART NUMBER 99961-01501-002




The numbers in the circles of the above example correspond to the numbers listed below.
Prepare your Transportation Damage Claim Form as follows:
  1.     Enter your dealer's name and address. You may use your dealer stamp.
  2.      Authorized dealer personnel must sign and date the form.
  3.     Enter your ASMC 6-digit dealer code.
  4.     Enter the vehicle's 17 digit VIN.
  5.     Check "STOCK" space.
  6.     NO ENTRY REQUIRED.
  7.     NO ENTRY REQUIRED.
  8.     Enter the repair order number of the applicable repair order.

                                               2-6
  9.    Enter the date of vehicle delivery.
10.     Enter the date the repair was completed.
11.     Enter the vehicle's odometer reading at the time of the repair.
12.     Briefly explain the damage.
13.     State damage or loss in transit.
14.     Briefly explain the repair.
15.     NO ENTRY REQUIRED.
16.     Enter the time applicable to the labor operation used. If the operation code of "OTHER"
        was used, enter the actual reasonable clocked work time.
17.     Multiply the hours (HRS) from field 16 by your ASMC Labor Reimbursement Rate.
        Enter this amount.
18.     On Line 1, you must enter 99999-TDC1. On lines 2-10, list any additional parts used for
        the repair. If there are more than 10 parts used for the repair, use a second Warranty
        Claim Form and attach to the first claim.
Note:   If replaced parts are required, list the parts on line 2-10 including the quantity.
  19.   Enter the quantity of each part used for the repair.
  20.   Enter complaint code 62.
  21.   Enter defect code 65.
  22.   Enter part(s) cost plus mark-up.
Note:   Replaced parts charged out on sublet bills will not be reimbursed.
  23.   Enter sublet additional cost(s) as applicable. Attach corresponding support
         documents.
  24.   Enter the sub-total for PARTS.
  25.   Enter the sub-total for LABOR, SUBLET, FREIGHT, and OTHER.
  26.   Enter the total dollar amount of the claim.
  27.   Enter the ASMC authorization number (if damage to metal surfaces exceeds $500).

E. TRANSPORTATION DAMAGE CLAIM SUBMISSION
Once the manual claim form is completed, detach the original white copy of the form.
Retain the pink and yellow copies for your records. Each claim has a unique claim number
imprinted on the document. Payment of the claim on the Monthly Warranty Claim Summary will
reference this claim number.
   1. Attach a photocopy of the bill of lading (delivery receipt) along with any other trace
   documents such as carrier return receipts or tracking numbers.

                                                2-7
   2. Attach an accounting copy of the repair order. If parts are required, these parts must be
   charged out on the accounting copy of the repair order and not on the sublet bill. The
   purchase order number for sublet bills must also be referenced on the repair order.
   3. Attach a final copy of the sublet bill. You may also attach copies of the estimates.
   Notes:
     1. Claims cannot be submitted prior to the completion of the repair.
     2. Claims will be processed within 48 business hours of receipt at ASMC.
     3. Claims missing documentation will be returned/denied for correction.
     4. Claim returned for correction will require a new claim form.
     5. Only the original white copy of the claim form will be accepted. No photocopies.
     Mail the completed claim manual form and attachments to the address below:
      American Suzuki Motor Corporation (ASMC)
      Attention: Automotive Warranty
      3251 E. Imperial Highway
      Brea, CA 92821

F. PRE-DELIVERY INSPECTION (PDI)
To assure a high degree of safety and customer satisfaction with Suzuki products and your
dealership, every new vehicle must be in perfect physical and operational condition before it is
put into rental, lease, fleet or demonstration use.
ASMC requires that the vehicle’s invoiced dealer must perform a PDI on each new vehicle prior
to use.
   1. PDI Procedure:
      a. Prior to 25 odometer miles of first use or dealer trade, each new vehicle must receive
      a PDI by a Suzuki-trained technician.
      b. Reimbursement will only be paid to the vehicle-invoiced dealer. The invoiced dealer
      must supply the completed Quality Delivery form to the receiving dealer or customer.
      c. All defects found during must be corrected prior to retail sale, lease or demonstrator
      use.
      d. Minor adjustments and fluid level corrections are including in the PDI reimbursement.
   2. A completed PDI will include the signatures of both the technician and the service
   manager on the Quality Delivery form. After the Quality Delivery form has been completed
   for the PDI process, file the form in the sales folder.
   3. PDI reimbursements rates are updated yearly on Administration Bulletin SA-11R.


                                              2-8
4. Submit your PDI claim through Suzuki Connect. Refer to Section 6.
5. ASMC considers PDI claims as a warranty receivable. Make sure they are entered on your
warranty receivable schedule and are time clocked with the appropriate amount of time to
ensure a quality PDI.
6. If defects are found during the PDI for which a claim requires to be submitted, use the
regular warranty claims procedures in Section 6, pg. 6-20.
Note:
     1. Corrections of problems from incomplete or improper PDI service are not covered under
     warranty. These corrections are the responsibility of the dealer completing the PDI.
     2. ASMC may ship company or fleet vehicles to your dealership. ASMC company vehicles
     receive the PDI at the port. Do not PDI these vehicles as you cannot claim reimbursement.
     ASMC will notify your dealership on the status of the PDI on fleet vehicles.

G.      NEW VEHICLE STORAGE
Prompt PDI, proper storage and weekly inspections will preserve vehicle value until retail sale.
Do not store the vehicle until the PDI or any transportation damage repair is completed.
Damage due to improper storage, such as discharged batteries, fouled spark plugs, rusted
components or rodent damage are not covered by warranty and are your dealership’s
responsibility. Refer to the Suzuki Handling and Storage Manual (PN 99963-01501-243) for
additional details.
Check that all windows are closed to prevent entry of water or dirt in to the passenger
compartment. Never store vehicles in areas of standing water.
     1. Weekly inspection of stored vehicles:
        a. Maintain all tires, including the spare, at the recommended tire inflation according to
        tire inflation placard.
        b. Start the engine and run the vehicle until it reaches normal operating temperature.
        This will keep the internal parts lubricated and free from corrosion, eliminate fouling
        spark plugs and maintain the state of charge in the battery.
        c. Move the vehicle a foot or two to prevent the tires from developing flat spots.
        d. Air out the passenger compartment to prevent mildew. This is especially important in
        humid climates.
        e. Wash the vehicle to keep airborne contaminates from etching the painted surfaces.

H. NEW VEHICLE DELIVERY
New vehicle delivery is a special event for a customer, as well as an important business
transaction for your dealership. A positive delivery experience will help make the customer a
satisfied and loyal Suzuki owner. Refer to the Quality Delivery System for more details.


                                                2-9
Help your sales department make a good impression. It is important that the service manager
visually check the vehicle for scratches and other possible lot damage at the delivery process.
Vehicles which have lot damage must be repaired at dealer expense. Be certain that the
customer receives the vehicle in spotless condition.
Arrange to have the salesperson introduce the customer to the service manager during delivery
when possible. Take the customer on a tour of your service facility. Use this opportunity to
mark the beginning of a long and successful business relationship.
   1. You can assist the delivery by explaining the following to the customer:
      a. Review the operation hours of the service and parts departments.
      b. Set the customer’s first service appointment.
      c. Remind the customer to read the Owner’s and Maintenance Manuals.
      d. Point out the Roadside Assistance telephone number located on the driver’s window.
      e. Provide an overview of the New Vehicle Warranty booklet.

I. VEHICLE REGISTRATION
As the New Vehicle Warranty Information booklet states, all dealerships are required to register
new vehicles with the date and mileage, when the vehicle was first delivered at retail or lease or
put into use as a demonstrator, dealer rental, loaner or company car.
ASMC will process warranty claims on in-stock vehicles however claims submitted for vehicles
not registered and with mileage accrual, will be returned to the dealer for vehicle registration.
Vehicle registration shall be made through Suzuki Connect. Once the dealer’s vehicle is sold at
retail, the owner’s name must be changed.




                                              2-10
                                                      SECTION 3
                                                    WARRANTIES
A. LIMITED WARRANTY STATEMENT
ASMC warrants that each new Suzuki vehicle is free from defects in the workmanship or
material subject to the terms and conditions outlined further in this Section and elsewhere within
this manual. A Suzuki dealer will make necessary repairs using new or remanufactured parts to
correct defects covered by the limited warranty without charge to the owner.
This warranty is applicable to Suzuki vehicles distributed by American Suzuki Motor
Corporation registered in the 48 continental United States and Alaska.

B. VEHICLE LIMITED WARRANTY QUICK REFERENCE
Basic Limited New Vehicle Warranty coverage of 36 months or 36,000 miles, whichever comes
first, begins on the date the vehicle is first delivered at retail or first put into use.
         DURATION IN MONTHS/THOUSANDS OF MILES, WHICHEVER COMES FIRST
         VIN                Power Perforation       Federal Emission        Calif. Emission                 Soft
Yr.     Code     Basic      train   Corrosion       Defect    Perf.*      Defect **    Perf.     Towing     Tops     Battery
98        W      36/36^     36/36    36/Unl         36/36*** 36/36      36/50+/84/70 36/50       36/36~     24/24    24/24
99        X      36/36^     36/36    36/Unl         36/36*** 36/36      36/50+/84/70 36/50       36/36~     24/24    24/24
00        Y      36/36^     36/36    36/Unl         36/36*** 36/36      36/50+/84/70 36/50       36/36~     24/24    24/24
01        1      36/36^     36/36    36/Unl         36/36*** 36/36      36/50+/84/70 36/50       36/36~     24/24    24/24
02        2”     36/36^     36/36    36/Unl         36/36*** 36/36      36/50+/84/70 36/50       36/36~#    24/24    24/24
02        2’     36/36^     84/100   36/Unl         36/36*** 36/36      36/50+/84/70 36/50       36/36~#    24/24    24/24
03        3      36/36^     84/100   36/Unl         36/36*** 36/36      36/50+/84/70 36/50       36/36~#    24/24    24/24
04        4      36/36^     84/100   36/Unl         36/36*** 36/36      36/50+/84/70 36/50       36/36~#    24/24    24/24
05        5      36/36^     84/100   36/Unl         36/36*** 36/36      36/50+/84/70 36/50       36/36~#    24/24    24/24
06        6      36/36^     84/100   36/Unl         36/36*** 36/36      36/50+/84/70 36/50       36/36~#    24/24    24/24
07        7      36/36^     84/100   36/Unl         36/36*** 36/36      36/50+/84/70 36/50       36/36~#    24/24    24/24
08        8      36/36^     84/100   60/Unl         36/36*** 36/36      36/50+/84/70 36/50       36/36~#    24/24    24/24
09        9      36/36^     84/100 ! 60/Unl         36/36*** 36/36      36/50+/84/70 36/50       36/36~#    24/24    24/24

* Performance warranty coverage is limited to 24/24 for some specified components.
** 84/70 coverage is limited to specified components listed in the New Vehicle Warranty Information booklet.
*** Electronic Engine Control Module (ECM) Onboard Diagnostic System and Catalytic Converter(s) are covered 96/80.
+ 1995 and newer vehicles first sold and registered in the states of CA, MA, NY, VT and ME are covered by the California
      Emission Warranty.
>     2008 and newer vehicles first sold and registered in the states of CA, MA, NY, VT, ME, CT, PA and RI are covered by the
      California Emissions Warranty.
<     2009 and newer vehicles first sold and registered in the states of CA, CT, ME, MA, NJ, NY, PA, OR, RI, VT and WA are
      covered by the California Emissions Warranty.
~     Towing is unlimited dollar amount, but limited to the basic 36/36 warranty.
“     2002 model year and newer vehicles purchased prior to 08/01/02 do not have a Powertrain Warranty
^     Warranty Repair Courtesy Vehicle Program—Refer to New Vehicle Warranty Information booklet.
#     Roadside Assistance Program vehicles sold after 09/01/02 for the basic 36/36 warranty.
`     84/100 Powertrain Limited Warranty – all 2002 and later vehicles sold after 08/01/02.
!     2009 and newer vehicles originally sold as fleet vehicles.

                                                             3-1
C. PARTS and ACCESSORY LIMITED WARRANTY
Suzuki’s genuine new or remanufactured parts and accessories (other than the Interstate/
Suzuki Battery program) that are purchased and installed by a Suzuki dealer are covered under
the Suzuki Parts and Accessory Warranty. This includes Suzuki accessories installed by the
dealer prior to the retail delivery of a new vehicle.
A Suzuki dealer will repair or replace any properly installed Suzuki part or accessory found to be
defective in workmanship or material during the Parts and Accessory Limited Warranty period,
or during the New Vehicle Limited Warranty period.
Labor is also covered under this warranty unless the part or accessory was purchased over the
counter without installation.
When a Suzuki part or accessory is installed on a Suzuki vehicle which still has unexpired basic
warranty coverage remaining on the Suzuki New Vehicle Limited Warranty, the warranty period
for the part or accessory will be the greater of:
        1. The unexpired term of the Suzuki New Vehicle Warranty, or
        2. 12 months from the date of purchase with unlimited miles, whichever is longer

D. PERFORATION FROM CORROSION LIMITED WARRANTY
This limited warranty shall cover perforation from corrosion only which was caused by defects in
material and workmanship under normal use and service. Perforation is a condition in which
corrosion starts from inside the body panel and has pierced to the outside.
The applicable period of this warranty is for 3 years (36 months) through the 2007 model year
and 5 years (60 months) starting with the 2008 model year, regardless of mileage, beginning
with the date when the vehicle is first delivered at retail, lease, fleet or first put into use by the
dealer, whichever is earlier.
This warranty repair shall be made at no charge for such perforated parts and/or labor to correct
it. Parts replacement, if necessary, shall be made using new or remanufactured genuine
Suzuki parts.
Note:    Application of additional rust-inhibiting materials is neither necessary to protect
         the vehicle, nor is it required in order to keep the warranty coverage in effect.

E. POWERTRAIN LIMITED WARRANTY
Suzuki provides this warranty for all new 2002 and later Suzuki vehicles sold on or after
August 1, 2002. This warranty extends the coverage to 7 years or 100,000 miles, whichever
comes first, of the listed powertrain components, to the items listed below.
   1. Warranty Period:
   All warranty coverage begins on the date that the vehicle is first delivered at retail or first put
   into use, whichever comes first. The powertrain limited warranty begins at 3 years or 36,000



                                                 3-2
   miles, whichever comes first and extends to 7 years or 100,000 miles, whichever comes
   first.
   2. What is covered:
   Needed repairs to defective powertrain items to correct defects in workmanship and
   materials during the manufacture of the vehicle will be made at no charge for parts and
   labor. Any needed parts replacement parts will be made using new or remanufactured
   Suzuki parts.
   3. Covered powertrain components:
      a. Engine: Engine cylinder block and head and all internal parts, intake manifold, timing
      gears, chains, tensioners and timing cover, flywheel/flexplate, valve covers, oil pan, oil
      pump, engine mounts, water pump, fuel pump, engine control module, seals and gaskets
      in the powertrain system.
      b. Transaxle, Transmission and Transfer Case: Transaxle, transmission, transfer
      case and all internal parts, torque converter, transfer case mounts, transmission control
      module, seals and gaskets in the powertrain system.
      c. Front Wheel Drive System: Front drive housing and internal parts, axle shaft; drive/
      prop shaft, universal joints, CV joints where CV boots and clamps are intact, hubs,
      bearings and seals in the powertrain system.
      d. Rear Wheel Drive System: Rear drive housing and internal parts, axle shaft; drive/
      prop shaft, universal joints, CV joints where CV boots and clamps are intact, hubs,
      bearings and seals in the powertrain system.

F. ORIGINAL EQUIPMENT BATTERY LIMITED WARRANTY
Original equipment battery batteries supplied with Suzuki vehicles are warranted for 2 years or
24,000 miles, whichever comes first, from the date the vehicle is first put into use as a retail,
fleet or dealer vehicle, without proration. Labor to replace the O.E. battery is covered.
The ASMC Parts Department does not supply replacement batteries. The ASMC Parts
Department has partnered with Interstate Batteries to provide quality replacement batteries.
Warranty claims for Interstate/Suzuki or any other aftermarket batteries are directed to the
appropriate vendor.
Recharging of discharged battery is considered as a maintenance item and not reimbursable
under the limited warranty.

G. ORIGINAL EQUIPMENT TIRE WARRANTIES
ASMC does not warranty original equipment tires used on Suzuki vehicles. Original equipment
tires are warranted by the tire manufacturer. Consult the specific tire manufacturers limited
warranty statement supplied in the glove box materials of each new Suzuki vehicle.




                                              3-3
H. SOUND, DVD and NAVIGATION LIMITED WARRANTY EXCHANGE PROCEDURES
Original equipment Sound, Navigation and DVD systems supplied on new Suzuki vehicles are
warranted for 3 years or 36,000 miles, whichever comes first.
To ensure reimbursement for expenses incurred of defective, Sound, Navigation or DVD
systems, the follow procedures must be followed:
   1. Defective units will be replaced with an exchange unit directly from the manufacturer
      or authorized rebuilder at no charge.
   2. After you have duplicated the customer’s concern and checked the appropriate parts
      catalog or checked Electronic Parts Catalog on Suzuki Connect for the correct part
      number, you must contact the manufacturer’s service center for an exchange unit.
      Do not remove the defective unit at this time. Replace the defective unit when the
      exchange unit arrives.
   3. Labor reimbursement for a one time removal and installation, and unit return freight
      charges, must be submitted to ASMC. Be sure to submit return freight on the claim
      for labor.
   4. System exchange procedures:
   Prepare the following information before calling the manufacturer’s service center:
      a. The Suzuki part number of the unit to be exchanged.
      b. Your dealership’s name, ASMC 6-digit dealer code, mailing address, contact
         person and phone number.
      c. Customer name, vehicle make, model, year, VIN and vehicle in-service date.
      d. Description of the defect.
   5. Call the applicable manufacturer’s service center.
      VINS starting with “J” except 2005 later Aerio and “5” Equator*, XM Receivers
         CLARION FACTORY SERVICE CENTER
         661 W. Redondo Beach Blvd.
         Gardena, CA 90247
         All States: (800) 347-8933
      VINS starting with “J” 2005 and later Aerio
         YAMADA ELECTRONICS
         1590 N. Lakeview Ave.
         Anaheim, CA 92807
         All States: (800) 826-4926




                                              3-4
        VINS starting with “K”
           TRANS ELECTRONICS
           9225 Alabama Ave, Unit C
           Chatsworth, CA 91311
           All States: (800) 720-2238
    VINS starting with “2” and “5” Equator*, XM Receivers, All odometer mileage reset
    for all Suzuki vehicles**.
           DELPHI MODEL ELECTRONICS
           615 Crescent Ave.
           Ramsey, NJ 07446
           All States: (800) 433-9657

           GARMIN NAVIGATION UNITS
           1200 E. 151St Street, Dock Door 20
           Olathe, KS 66062
           All States: (888) 828-8360
Notes:
        *Refer to Equator parts catalog or EPC on Suzuki Connect.
        **Model Electronics also provides mileage setups for most new Suzuki replacement
        speedometer clusters.
        As new products are announced, new service centers will be issued first by
        Administration Bulletin.
  6. The service center will provide a return authorization number and then ship the
     exchange unit, copies of the authorization form, return label and a reusable shipping
     container to return the defective unit.
  7. Contact the customer and install the exchange unit within 25 days of the receipt. If the
     customer does not return within 25 days, contact the service center and request an
     extension. If the customer does not return after the extension is granted, return the
     exchange unit to the service center.
  8. Package the failed unit using the reusable container. Listed manufacturer’s service
     centers require that their specific form(s) be returned with the defective unit.
  9. Return the unit to the applicable service center via UPS or similar ground freight, prepaid
     by the dealer. Return freight charges should be submitted as a sublet on the claim for
     labor as sublet code “03”. Use the last eight digits of the tracking number as the
     document number on the claim.
Note:    Audio, DVD and NAV system cores returned to Model Electronics will have a
         prepaid return freight label with the exchange unit.


                                             3-5
 10. The service center will return the defective unit to your dealership if:
       a. The unit is returned without the copy of the authorization form.
       b. The part number of the unit is different than stated on the authorization form.
       c. The unit is damaged, missing parts or wire harnesses are cut.
       d. The unit is received later than 45 days after the shipping date on the authorization
          form.
 11. If the defect unit is not returned to the service center or if a unit is returned to your
     dealership by the service center, the service center will debit ASMC for the core
     value. ASMC Warranty Department in turn will debit the core value to you dealership.
     Once a debit has been made, the service center may, at their option, no longer
     accept the unit for credit. If the unit is accepted for credit and the debit is reversed to
     ASMC, ASMC will reverse the debit.
 12. Warranty procedures for speakers and antennas;
       a. Replacement speakers and antennas can be ordered from the ASMC Parts
          Department.
       b. All speaker and antenna claims are to be submitted to ASMC by Suzuki
          Connect.

I. FOREIGN VEHICLE COVERAGE (NON-ASMC)
It is ASMC’s intention to assist customers with Suzuki vehicles not distributed by ASMC,
otherwise know as foreign vehicles, while they are visiting the continental United States and
Alaska.
Should a foreign vehicle be brought to your service facility for a warranty repair, it is the owner’s
responsibility to provide documentation to substantiate the original warranty start date (retail
date) and warranty start mileage.
Since the original foreign vehicle warranty may vary from country to country, you may use this
Warranty Policy and Procedure Manual as a guideline to determine if claims for requested
repairs are acceptable to ASMC.
Notes:
       1. ASMC may limit the Powertrain Warranty to 5 years or 60,000 miles, whichever
          comes first.
       2. Some parts may not be available for foreign vehicles.

J. SERVICE ADJUSTMENTS
Service adjustments not usually associated with the replacement of parts or non-maintenance
adjustments are covered for 3 years or 36,000 miles, whichever comes first.


                                                3-6
All maintenance adjustments included in the maintenance schedule will be performed up to 12
months or 12,000 miles whichever comes first for or up to the first scheduled maintenance
period.

K. WHAT IS NOT COVERED
As part of further guidance to the dealership, the following describes several circumstances, but
not limited to, under which Suzuki will not allow reimbursed warranty repairs.
   1. Factors beyond the Manufacturer’s control:
      a. Misuse of the vehicle, such as driving over curbs, overloading, improper towing,
      racing, snowplowing etc. Proper usage is described in the owner’s manual.
      b. Accidents such as collision, fire, theft, riot, etc.
      c. Alteration, modification, tampering, improper previous repairs, failure caused by
      racing, etc.
      d. Damage or surface corrosion from the environment such as acid rain, other airborne
      fallout (chemicals, tree sap), salt road hazards, hail, wind storm, lightning, floods and
      other natural disasters.
      e. Cosmetic conditions or surface corrosion from stone chips or scratches in the paint.
   2. Branded Titles:
      a. If the vehicle has been classified a total loss and/or for salvage purposes or branded
      for any other reason, including flood damaged, altered speedometer mileages, such that
      actual mileage can not be determined.
      b. Exceptions would include defective safety or emissions systems, components
      covered by customer satisfactions, and components covered by state or local laws, court
      or other legal decisions, or vehicles branded as lemon law buyback will continue to carry
      the full basic and powertrain warranties as well as recall and campaign eligibility.
   3. Damage due to the lack of maintenance or the use of the incorrect, fuel, oil or lubricants:
      a. Lack of proper maintenance as described in the Owner’s Manual. Failure to maintain
      the vehicle properly can result in the warranty being voided either in whole or in part.
      b. Improper maintenance or the use of fuel, oil or lubricants other than those specified in
      the Owner’s Manual.
      c. Other oil related failures.
   4. Normal Deterioration:
      a. Normal wear, tear or deterioration such as discoloration, fading deformation, blurring,
      etc.




                                                 3-7
   b. Surface corrosion on any part other than the body sheet metal panels forming the
   exterior appearance of a Suzuki vehicle.
5. Maintenance at Owner’s Expense:
   a. Normal maintenance services such as cleaning polishing, lubrication and
   replenishment or replacement of oil, fluid, coolant, filters, wiper blades, worn wiper
   blades; brake and clutch linings and air conditioning recharge where no leak is found.
   b. Maintenance services described as “Scheduled Maintenance Services”, “Owner
   Maintenance Services” or “Appearance Care” in the Owner’s Manual.
6. Altered Mileage - Non-branded Titles:
   a. Any repair of a Suzuki vehicle on which the odometer has been altered or on which
   the actual mileage cannot be readily determined.
7. Extra Expenses or Damages:
   a. Any financial loss, for example, due to the loss of use of the Suzuki vehicle, lodging,
   travel costs, loss of pay and any other expenses or damages.




                                           3-8
                                         SECTION 4

        REIMBURSEMENTS, RECALL and SERVICE CAMPAIGNS, and
                        AUTHORIZATIONS
A. REIMBURSEMENT STATEMENT
The ASMC warranty reimbursement policy has been designed to compensate Suzuki dealers
for direct expenses involved in the performance of warranty repairs, competitive with industry
practices and standards. These direct expenses include:
   1. Labor to compensate for repairs/install components and diagnose defective conditions.
   2. Replacement parts and accessories.
   3. Replenishment of fluids associated with a warranty repair.
   4. Sublet repairs performed by outside supplier at a customary reasonable rate.
   5. Freight to return warranty requested components to ASMC facilities for testing/
   inspection. Suzuki warranties cover defects in workmanship and materials only. Items that
   are subject to normal wear and tear, which require servicing and/or replacement during the
   warranty period a not necessarily covered. To qualify for warranty coverage, a repair must
   be the result of a defect attributable to the manufacturing process. The repair must also be
   completed in the most cost effective manner. Repairs which are not required, over-repairing
   or “betterment” will not be reimbursed.

B. LABOR REIMBURSEMENT
ASMC provides, in the Suzuki Warranty Flat Rate Manual, an assigned computed time for
performing specific common repair operations. In the submission of warranty claims, the
Suzuki dealer is to apply the appropriate labor operation number and repair time that describes
the repair procedure. The labor operation number stated on the repair order must be the same
labor operation number on the claim. When claim is processed, the dealer will receive credit for
the labor hours claimed and approved multiplied by the dealer’s warranty reimbursement rate.
ASMC uses the following factors in determining Warranty Reimbursement Rate, which
represents an effective rate equal to the real retail rate:
   1. The dealer’s current effective customer labor rate is calculated by a random selection of
   at least twenty (20) Suzuki customer–paid repair orders reflecting the new labor rate. Of
   those repair orders, the total dollars paid for labor is then divided by the total number of
   hours paid to the technician.
   2. Rates at direct competition within the dealer’s retail area labor market.
   3. Requested Labor Reimbursement Rate; The Suzuki DSPM will complete the two
   surveys mentioned above. Dealer process is as follows:




                                               4-1
AMERICAN SUZUKI MOTOR CORPORATION
AUTOMOTIVE SERVICE DIVISION



                                   LABOR REIMBURSEMENT RATE
                                                 REQUEST FORM

                                                                                                        Date:___________________

          DEALER CODE: ________________________________________________________________________
          DEALER NAME: _______________________________________________________________________
          STREET ADDRESS: _____________________________________________________________________
          CITY/STATE/ZIP:_______________________________________________________________________
 Dealer




          Our dealership effective retail mechanical hourly rate is $_________ / per
          hour for ______________________________________________________________________________.
                                             (List makes of units serviced, i.e. Buick, Chevrolet, etc.).
          This rate was made effective on _____________________. We request ASMC establish an ASMC Labor Rate
          Reimbursement Rate in the amount of $___________________. This is an initial revised rate which will be
          effective on approval.
          Date:__________________________ Signed:__________________________________________________
                                                                                       (Dealer/General Manager)




          Date Received: ______________________________

          The above request has been approved and an initial revised ASMC Mechanical Labor Reimbursement Rate has
          been established at $_________________ per hour to be effective on: ________________________________.

          This rate applies to Warranty Labor or Other Labor reimbursable by ASMC and it remains in effect until a new rate is
          established by ASMC.
 ASMC




          Date: _______________________ Signed: _____________________________________________________
                                                                 (District Service and Parts Manager)


          Date: _______________________ Signed: _____________________________________________________
                                                                                    (Regional Service and Parts Manager)


          Date: _______________________ Signed: ______________________________________________________
                                                                                   (Service Director/Warranty Manager)



                                                                                                                               R 02/04




                                                                4-2
        A. Obtain an ASMC “Labor Reimbursement Rate Request Form” from your DSPM.
        B. Complete the form, Keep copies for your records, and provide to the DSPM.
        C. The submitted copy of your approved “Labor Reimbursement Rate Request Form”
           will be returned to you indicating the approved rate and effective date from the ASMC
           Warranty Department at National headquarters
Note:    Reimbursement rates may be increased only once within a twelve month period.
   4. For a labor operation found in the Suzuki Flat Rate Manual (FRM), ASMC
      reimbursement is made using the following equation.
        Time specified in the FRM X ASMC reimbursement rate = Labor reimbursement to
        dealer ($).
   5. For a labor operation not found in the Suzuki Flat Rate Manual, ASMC reimbursement is
      made using the following equation.
        Actual reasonable clocked time X ASMC reimbursement rate = Labor reimbursement to
        dealer ($).

C. PARTS REIMBURSEMENT
Only Genuine Suzuki Parts and Accessories initially purchased through ASMC are authorized
for use in warranty repairs on Suzuki vehicles. Suzuki dealers are required to use new or
remanufactured Suzuki-approved replacement parts and special fluids for all warranty,
campaign, goodwill, etc. repairs. Warranty repairs performed with the use of non-Genuine
Suzuki Parts and Accessories are subject to denial or debit, in whole or in part. (See also
Emergency Repairs)
All parts replaced (including recalls, special service programs, campaigns and after-warranty
adjustments as well as warranty claims) and claimed for reimbursement under ASMC warranty
provisions are the property of ASMC and must be made available for inspection and/or return,
upon requests unless specifically stated otherwise by bulletin.
   1. When using Suzuki Genuine Parts and Accessories, the reimbursement is ASMC’s
   dealer net price at the time of claim processing by ASMC plus a 40% handling allowance.
   2. When using other parts or sublet parts, the reimbursement is the actual reasonable cost
   to you without any dealer markup.
   3. Certain countermeasure parts may be supplied to you by ASMC at no charge. Do not
   submit claim for the cost of these parts, except where allowed by statue.
   4. Replaced parts must relate to the labor operation number on the claim and the parts
   claimed must be charged out on the repair order.




                                              4-3
D. SURCHARGE FOR PRIORITY PARTS ORDERS
   1. ASMC may reimburse the surcharge for Priority Parts Orders from ASMC under the
   following conditions:
      a. ASMC must be reimbursing the dealer for the entire repair.
      b. It must be either for a “vehicle down” or safety-related issue.
      c. Surcharge must be included on the same warranty claim as the repair.
      d. Claims require DSPM authorization.
      e. When entering claim, the parts SO/Invoice number must be entered as the other
      document reference number.
NOTE:    Surcharges applied in dealer to dealer transactions are not reimbursable.

E. WARRANTY RETURN PART FREIGHT REIMBURSEMENT
Reimbursements for Requested Return Parts: Prepaid freight costs for requested return part
shipments may be claimed by submitting a Warranty Part Return claim through Suzuki
Connect. Ship the requested parts via prepaid UPS regular or similar service, unless special
instructions are given by an ASMC representative. Do not ship warranty return requested parts
COD. These freight COD shipments will be refused by ASMC.
   1. Ship freight by UPS or FedEx ground prepaid or similar service. The freight costs for
   such a warranty requested return parts shipment may be claimed by submitting a Freight
   Claim. See Section Six for more detailed procedures.
   2. Upon Completion of inspection or testing, ASMC will return any non-defective part or
   parts that were replaced unnecessarily, followed by a debit of the claim payment, freight or
   portions thereof.
   3. Your DSPM may inspect or request return or continued storage of parts applicable to
   repairs under investigation; within state statutes. All parts must be made available upon
   request by the DSPM.

F. EXPENDABLE FLUIDS REIMBURSEMENT
Costs for supplies such as oil, grease, fluids, etc. are reimbursed according to the actual
reasonable quantities used, at the price specified in the current “Expendable Fluids and
Lubricants” Warranty Bulletin, SW-01R. Any items not addressed in this section are determined
on an individual basis. Contact the ASMC Warranty Department or your DSPM for assistance.

G. SUBLET REIMBURSEMENT
Dealers shall provide and maintain a complete service organization, including a sufficient
number of trained service personnel and workshop tools, equipment and space to take care of



                                              4-4
owner service requirements. In the event, repairs are required which are beyond the scope of
the dealership’s services, the following criteria will apply:
   1. Repairs for paint, upholstery, glass, machine shop work, radiator and other repairs that
   would not ordinarily be performed at the Suzuki dealership will be reimbursed as sublet
   repairs at actual costs. This cost must not exceed the amount the dealer would have been
   reimbursed, had the dealer performed the repair or be reasonable and customary for this
   type of repair.
   2. Sublet receipts must be kept on file by the dealer with the associated warranty claim
   documents. A sublet receipt must contain complete information including VIN, mileage,
   explanation of the repair, repair order number and dealer purchase order number.

H. TOWING REIMBURSEMENT
If the vehicle is inoperative due to a covered defect, towing services to the nearest Suzuki
dealer is covered for the basic warranty period. See Section Three, “Coverages” for the details
of the basic warranty period.
In most cases, customers will use Suzuki Roadside Assistance. Suzuki fleet vehicles are not
covered by roadside assistance. Once a fleet vehicle is sold as pre-owned, roadside coverage
is included and in effect for the remainder of the basic warranty.
For towing to be reimbursed, the dealer must submit the towing charges on the same warranty
claim as the repair. Towing will only be reimbursed for a vehicle down defect.
When towing is provided by and outside vendor (as a sublet service), a copy of the original
invoice from the sublet vendor must be attached to the Repair Order in the vehicle service file.
When the towing is performed by the dealer, either a copy of the internal repair order or an
internal tow invoice must be attached to the Repair Order. In either case the invoice must
contain:
          •   Vehicle Identification Number (VIN)
          •   Vehicle license plate number
          •   Location form which the vehicle was towed
          •   Number of miles the vehicle was towed
          •   Reason why the vehicle had to be towed
          •   Towing Charge
Dealers may choose their preferred tow providers under the Suzuki Roadside Assistance
program. Contact the Warranty Hotline for details.

I. WARRANTY REPAIR COURTESY VEHICLE PROGRAM
The Warranty Repair Courtesy Vehicle Program is administered by you, the Suzuki Dealer, with
local rental car agency or under your loaner car program.

                                              4-5
This program is designed to help assure customer satisfaction in situations where a vehicle is
kept overnight. It is not intended to be a substitute for proper parts stocking levels or for proper
work scheduling and time management at the dealership. If a necessary part is not in
dealership stock, an effort to expedite the availability of the part should be made to minimize the
length of repair time, to include overnight ordering or dealer to dealer pick-up if necessary.
Suzuki dealers may arrange for a courtesy vehicle under the following conditions. Refer to
Suzuki Dealer to Dealer Parts Locator System.
   1. Only retail non-commercial purchase and lease customers are eligible.
   2. Driver must meet the rental agencies requirements as to age, security deposit, licensing,
   etc.
   3. The vehicle under warranty must be rendered inoperable, unsafe or illegal to operate
   and is required to remain overnight at a Suzuki dealer to complete a warranty repair during
   the basic warranty period.
   4. A numbered vehicle rental or loaner contract or permissive use agreement must be
   written in the customer’s name.
   5. ASMC will reimburse on the same claim as the repair up to $35 per day for five (5) days
   with parts ordered and up to three (3) days for warranty repairs not requiring part(s)
   replacement.
Note:    Where prevalent rates (e.g. New York City) or vehicle substitution type
         (XL7 SUV), require a higher rate, your DSPM may authorize the extra charge.

J. RECALL AND SERVICE CAMPAIGNS
ASMC may initiate campaigns as either Recall type or Service type Campaigns.
   1. Recall Campaigns will fall into one of two categories:
        a. Safety-related Recall Campaigns involve certain vehicles which may contain a defect
        related to motor vehicle safety, or which do not comply with an applicable Federal Motor
        Vehicle Safety Standard.
        b. Emission-Related Recall Campaigns involve certain vehicles which may not comply
        with applicable emission standards or regulations.
It is extremely important that recall campaigns, are completed in the shortest reasonable
period of time. This requires the combined efforts of both ASMC and dealerships.
        a. ASMC will:
           1. Inform all dealers by Service Bulletin and Campaign Bulletin of the campaign
           procedures. These include inspection, repair, reporting and claim procedures, as
           well as affected vehicle universe.
           2. Notify all known current owners of all vehicles involved by mail.


                                                4-6
         3. In some cases, an initial parts supply will pre-shipped to your
         dealership. Quantity will be determined by vehicles in dealer inventory,
         sales volume or other criteria.
         4. Support dealership efforts to minimize consumer inconvenience.
      b. Dealer will:
         1. Notify all applicable dealership personnel of the campaign.
         2. Perform the campaign on any affected vehicle in dealer stock.
         3. If an affected vehicle is already in the service shop when the campaign is
         announced or is brought in for other service after the campaign is underway, use the
         opportunity to perform the campaign on the vehicle. (Be sure to inform the customer
         and get the customer’s authorization to perform the campaign.)
         4. Maintain records of all dealer actions in connection with the campaign.
         5. Maintain an adequate stock of campaign parts.
         6. Submit campaign claims promptly through the Suzuki Connect system.
         7. Check incoming vehicles on the service drive for un-complete recalls.
         8. Not use recall supplied customer information for service marketing or any other
         purpose than completing the recall.
   2. Service campaigns involve certain vehicles that should be repaired for the purpose of
   owner satisfaction.
      a. ASMC will:
         1. Inform all dealers of the campaign by Service Bulletin and Campaign Bulletins
         along with the campaign procedures, as with a recall.
         2. Notify owners of affected vehicle by mail, or other communication.
         3. Support dealership efforts to minimize consumer inconvenience.
      b. Dealer will:
         1. Actively follow up to assure timely completion of any service campaign.
         2. Be sure to repair vehicles according to the ASMC bulletin(s).
         3. Submit campaign claims promptly through Suzuki Connect.

K. AUTHORIZATION PROCEDURES
Suzuki offers both a DSPM authorization program and a dealer self-authorization program.
Based on you current status, you will know which authorization requirements pertain to your
dealership.



                                            4-7
   1. DSPM Authorization
   ASMC has identified specific warranty repairs that require prior authorization by your DSPM.
   The authorization allows you to complete the repair and submit the warranty claim for
   consideration. Claims must still pass logical and syntactical validation as done by the ASMC
   Warranty system. It is not a guarantee of payment. ASMC also reserves the right, upon
   review, to deny or debit a claim in whole or in part based on inaccurate or misrepresented
   vehicle information, improper repair procedures or failure to comply with ASMC warranty
   policies and procedures.
   a. To request an authorization, contact your DSPM. If your DSPM is not available, contact
   the Regional Service Office.
   b. If instructed by the DSPM, make the vehicle available for inspection during his or her
   next visit.
   c. If an authorization is given, you will receive the details of the authorization and the
   authorization number.
   d. The authorization number must be submitted with the corresponding claim. The claim
   must match the contents of the authorization.
   e. An authorization does not waive or extend claim submission time limits of 60-days from
   the repair date.
   f. Repairs requiring prior authorization:
      1. All paint repairs, including rust and perforation, over $300. This amount applies to the
   total repairs performed at any one time; do not split paint repairs into multiple claims.
      2. Glass replacement (to ensure that the repair is a result of a glass or vehicle defect,
   and the dealer is using Suzuki Genuine Parts.)
      3. Complete assemblies, such as engine assemblies, long or short blocks, manual
   transmissions, transfer cases, and front and rear differentials, drive/prop shafts, complete
   axles, radiators and throttle bodies.
      4. Emergency warranty repair reimbursements over $100.
      5. Repairs beyond the terms and conditions of the affected and applicable warranty.
      6. Parts on back-order or out-of-stock received and installed after the warranty term has
   expired. (Supporting documentation will be required for verification by the DSPM.)
      7. Non-warrantable expense, such as transportation, freight and incidental expenses.
      8. Battery replacement for vehicles in dealer inventory and sold units up to 3000 miles.
      9. Claims with excessive straight-time.
    10. Any subsequent resubmission of a resubmitted denied claim.
   2. DEALER SELF-AUTHORIZATION (DSA)
Effective April, 2007 Suzuki offered an expanded Dealer Self-Authorization designed to give
more qualifying dealers the opportunity to improve customer satisfaction by empowering them
to address needs quickly, without seeking outside approval.

                                              4-8
Criteria for qualification in the Dealer Self-Authorization program include the following seven
parameters:
   a. Average days to successfully process and submit claims for payment.
   b. Duplicate/Repeat repairs.
   c   Defects per VIN serviced
   d. Cost per VIN serviced
   e. Unscheduled/Straight time
   f. Percent of Unscheduled/Straight expense
   g. CSI Service Quality Composite Score
Thresholds for qualification under these parameters are:
   a. Must qualify in six of the seven listed parameters.

   b. Must be ranked at 45th percentile or above of dealer body in order to qualify on that
   parameter.
Continued performance requirements:
   a. All DSA dealers will be monitored after the first six months of self-authorization.

   b. Should the dealer performance fall below the 45th percentile threshold in two or more
   parameters, after the six month period, the dealer will be placed in a probationary status for
   a period of three months. Reviews will continue on a monthly basis.
   c. At the end of the three-month probationary period:

       1. If the dealer has qualified at or above the 45th percentile threshold in at least six of
       the parameters, the dealer will be returned to full DSA status, and will return to the
       appropriate review schedule.
       2. If the dealer has not made any improvement, self authorization will be terminated.
       When a dealership qualifies for DSA, your DSPM will request that the Dealer Principal
       and select staff personnel review and sign the DSA enrollment form.
For any questions about, or support in achieving DSA status, please contact your DSPM or the
Warranty Assistance Helpline at (800) 568-9968.

L. CLAIM SUBMISSION TIME LIMITS
Original claims and any resubmissions must be received, processed and paid within 60-days of
the repair date. The repair date is determined by the last punch date on the repair order.
Claims received after 60-days from the repair date will be denied.




                                               4-9
“PAGE INTENTIONALLY LEFT BLANK”




             4-10
                                         SECTION 5

                  WARRANTY PERFORMANCE MEASUREMENT
A. RECORDS THAT DEALERS MUST KEEP
Dealerships must be able to substantiate their claims. In the event of an audit, if there is a
policy or procedure dispute between you and ASMC, the burden of proof will be with you, the
dealership. Your dealership must be able to provide upon reasonable request by ASMC, any of
the following records for two years after the date of the month end statement indicating payment
of a claim, unless otherwise restricted by state or federal law.
ASMC reserves the right to inspect and copy any and all records in your dealership, head
office(s) or at your accountant that directly pertain to your warranty claims. We also reserve the
right to require that you get advance written consent from any and all sublet vendors to allow
ASMC to audit and make copies of any vendor’s records which support your dealership’s
claims.
ASMC will accept a paperless record keeping system where all documents, including customer
signature, are readily available upon request.
The following is an outline of basic documentation retention of each warranty, recall or other
claim needs to ASMC for vehicle service and repair.
   1. Copy of the manual or Suzuki Connect warranty claim document.
   2. The accounting and shop copies of the repair order with the customer’s signature.
   3. Repair time record with:
      a. Month/Date/Time
      b. Labor operation: a specific standard labor operation must be identified for each line
      item repaired.
          1. In the event that a standard labor operation does not match the repair performed,
          a labor code of “9999 – Other” will be used
          2. As with all claims, straight time repairs must contain complete documentation in
          the tech note section of the hard or the computer copy.
          3. All labor code 9999 repairs require a service manager’s signature. This signature
          not only approves the use of the 9999 code it also affirms that there is not a standard
          labor operation that matches the repair.
      c. Clock Time on
      d. Clock Time off
      e. Repair Order #
      f. Employee’s name or number

                                               5-1
   g. Flat rate time: This is applicable only if there is a time standard established in the
   Suzuki Warranty Flat Rate Manual
   h. Actual clocked time (excluding breaks): this can be recorded electronically or with
   timestrips flags as records, but timekeeping practices must ensure the following:
      1. A separate timekeeping event, flag/timestrip or electronic record, must be kept for
      each labor operation claimed. For each labor operation, there must be a time on and
      time off record.
      2. A technician can only be clocked into a single labor operation at any given time.
      3. Each timekeeping record must include the claim number, technician identification
      number, the labor operation number being performed, the flat rate time as allowed by
      Suzuki Warranty Flat Rate manual, and the actual clocked times worked.
      4. In the event that any required timestamp entry is inadvertently not secured, then
      the missing time punch must be recorded and signed/approved by the Service
      Manager.
      5. Timestamp must have occurred during normal open business hours and days of
      the service department and must be within the dates on the repair order.
   i. Add-on warranty repairs are repairs included on the repair order after the initial
   customer write-up. These repairs may include open recalls or other necessary repairs.
   All add-on repairs must be necessary and approved and initialed by the service
   manager. The customer must also acknowledge the add-on repair by initialing the repair
   order at the time the vehicle was picked-up.
   j. Clocked time must relate to the flat rate manual established time. Claims with
   significantly more or less clock time may be considered as unsubstantiated.
   k. Tech notes must include all diagnostic findings such as Diagnostic Trouble Codes
   (DTC)
4. Payroll record: Payroll records must allow a reviewer to determine how many hours any
given technician were paid on any give day, connected to labor operation as, practical. A
direct correlation to the timekeeping practices discussed in paragraph 3.h.1 above would be
ideal.
   a. Dealer must provide technician payroll records to substantiate any claim which is
   clocked by a technician. Payroll records must match clock time on the repair order and
   claim.
5. Parts disposition record: At the end of the required 60-day storage period, parts can be
removed from your storage facility. They must be scrapped in a manner that ensures that
the part cannot be used in any way. You may keep scrap revenue but may not charge
ASMC for waste disposal.


                                          5-2
   6. Parts purchase record: Dealers must be able to document their purchase of approved
   Suzuki parts from ASMC or another ASMC assigned Suzuki dealership, when those parts
   were used in the performance of a warranty repair. Failure to maintain adequate
   documentation may result in a chargeback.
   7. Sublet bill: Any claims for sublet operations must include a sublet invoice, showing the
      name of the supplier of the sublet services, the supplier’s invoice number and any part
      numbers, if applicable. The sublet invoice should also include the VIN, the date of the
      service and the mileage on the vehicle at the time of the service.
   8. Freight bill: Shipping charges which you incur to send parts back to ASMC or to
      suppliers, at ASMC’s request, cam be submitted as part of your claim. Submitted
      shipping charge receipts must include the name of the supplier, the date shipped, the
      Repair Order number, and the VIN of the vehicle from which the parts were removed.
   9. Any other applicable record to substantiate the claim.

B. GENERAL CLAIM and PARTS REVIEW
ASMC will periodically evaluate the dealership’s performance, including without limitation:
warranty service, customer relations performance, service and parts merchandising,
management and operations, new vehicle pre-delivery service, parts inventory, tools and
equipment, competency of service and parts personnel, participation by dealership personnel in
various training programs and the adequacy of service and parts facilities, etc.
ASMC may also conduct investigations into any warranty claim at any time within two years of
the date of repair.    ASMC may elect to charge back any previously paid claim which is
determined to be contrary to the policies and procedures as published by and within this
manual. Routine contacts by ASMC field staff, including DSPM and RSPM, do not constitute a
full compliance audit with Suzuki’s Warranty Policy and Procedures.
ASMC agrees to review such evaluations and investigations with the dealership so that
dealership personnel may take prompt action, as necessary, to improve its service and parts
performance to satisfactory levels, before sanctions are applied. ASMC will provide the
dealership with a summary of any such evaluation, upon request.
   1. Claim Record Review
      ASMC requires dealers to retain documents and substantiate paid warranty claims for a
      period of two years from the date of payment. ASMC may elect to examine a
      dealership’s claim records and supporting date at any time. Upon review and
      examination, if a warranty claim cannot be substantiated, it will be debited to the dealer
      account. Conditions leading to debit include, but are not limited to:
      a. Unauthorized replacement of assemblies or parts
      b. Misrepresentation of parts acquisitions costs or sources
      c. Unauthorized use of non-Genuine Suzuki Parts

                                             5-3
  d. Parts claimed at a rate in excess of parts purchased
  e. Incorrect labor operation
  f. Unauthorized add-on, repeat, duplicate, comeback or improper repairs
  g. Unnecessary repairs not based on a customer complaint, or a repair where no
  corrective action was taken
  h. Repair orders without customer signature authorizing the repair
  i. Repairs with incomplete technician comments, including required measurements or
  corrective readings, or absent of any technician comments supporting the repair.
  j.   Unsubstantiated labor time
  k. Inadequate supporting documentation
  I. Missing or non-compliant (refer PARTS AUDITS) displaced parts.
2. PARTS AUDIT
  a. Warranty parts return request by ASMC:
       ASMC may request at any time during the required 60-day retention period the return
       of certain warranty replaced parts. If requested, you must return the warranty
       replaced parts within 10 days of the request. If the parts are not received at ASMC
       within 30 days from the date of the return request, or judged not to have a
       manufacturing defect covered by ASMC warranty, the claim is eligible for debit.
       A dealer will be allowed to appeal the findings of any evaluation or investigation to
       ASMC within forty-five (45) days from the date of the notice, of the debit, whichever is
       later. A letter of appeal from the dealer principal or general manager should be sent
       to the ASMC Warranty Department containing a list of each claim being appealed,
       and the specific reason it should not be debited for noncompliance. Copies of all
       supporting documentation for each claim must accompany this letter.
  b. Inspection by DSPM
       Your DSPM may inspect certain warranty replaced parts during the required 60-day
       storage period as explained in Section 1. If these parts are not available for the
       inspection, or judged not to have a manufacturing defect covered by the ASMC
       warranty, a debit adjustment will be made for the entire claim value.
       Other reasons for parts disqualification leading to a potential debit:
       1.   Received more than 30 days after the date of the request
       2.   Parts other than those claimed were received (wrong part)
       3.   Parts were received without no or proper documentation
       4.   Parts return tag received with no associated parts
       5.   Part found not defective

                                            5-4
          6.   Defect in part does not correspond to repair/damage on claim form
          7.   Non-warrantable defects
          8.   Parts damaged due to the use of improper tools or repair procedures
          9.   Parts damaged in transit due to improper packaging
         10.   Parts found not to be Suzuki Genuine Parts
         11.   Parts other than those removed from the repaired vehicle

C. DEALER WARRANTY PERFORMANCE REPORTS
Monthly reports are provided by ASMC Warranty Department for the DSPM to review with each
dealer. These reports are the basis of the Dealer Self Authorization (DSA) program and they
allow dealers to know what parameters are being measured and thresholds for action by
ASMC.
   1. Average Days to Successfully Submit Claims
   2. Duplicate/Repeat Repairs
   3. Defect Per VIN Serviced
   4. Cost Per VIN Serviced
   5. Percentage of Unscheduled (Straight or 9999) Time
   6. Percentage of Overscheduled Expense for Unscheduled Time
   7. CSI Service Quality Composite Score
   Your DSPM will normally report critical indicators during dealer contacts.

D. WARRANTY CONTROLS PROGRAM
The Warranty Controls Program ensures dealer compliance with effective warranty
management practices and processes. ASMC administers warranty controls after a review of
the dealership warranty performance. As administration of warranty improves, warranty
controls may lessen at the discretion of ASMC. The program offers:
   •   Flexibility to meet control requirements of individual dealers in a consistent way
   •   Basis for review of warranty performance to determine need for external controls
   • A progressive level of control and review to allow a dealer full awareness of
   performance.
Dealers with satisfactory warranty performance usually have no or minimal warranty controls.
At the option of regional management, dealers who do not administer Warranty and Policy
effectively but have relatively minor performance deviations may be placed on one or more of
the following controls: This Step 1 level control, may include, but not limited to:


                                               5-5
 1. Increased Parts Retention Period
 2. In-Dealership Claims Review
 3. In-Dealership Parts Scrap
 4. Prior Approval for Certain or all repairs
    a. Allegations of improper warranty practices have been made
    b. A follow-up to a previous warranty audit where false practices were uncovered
    c. All reviews involving false findings will be upgraded to warranty audit
 5. Special Labor Controls
 6. Standard Operation Time Recording
 7. Special Requirements (tailored to specific dealer)
 8. Removal of After-Warranty Assistance Authority, due to:
    a. VIN or Owner Name misrepresented
    b. Repair date misrepresented
    c. Mileage alteration
    d. Work not performed as claimed
    e. Non-Suzuki part claimed as genuine
    f. Repairing technician misrepresented
    g. The knowing submission of claims with omissions of material
       facts or substantial violations of program requirements.
 9. Removal of Dealer Self-Approval Privileges (actual time, repeat repairs)
    ASMC reserves the right to update this list of controls and application of controls at
    anytime.
10. Pro-Active Non-Warranty Counseling Process
    In addition to the controls applied in (Step 1), ASMC has two more programs to assist
    dealer in controlling warranty operations. The first of these programs, the Warranty
    Administration Review (Step 2), is designed to assist dealers that are experiencing some
    minor or infrequent, yet abnormal performance in one or more categories and have not
    responded fully to the selective controls in (Step 1). Some chronic performance issues
    may include:
    a. Customer and Suzuki billed for the same repair
    b. Duplicate claim payment
    c. Overlapping labor operations as listed in the Suzuki Warranty Flat Rate Manual

                                                5-6
    d. Rental Reimbursement exceeds actual usage
    e. No-Charge assembly claimed as purchase part
    f. Sublet towing invoice less than amount claimed
    g. Service part not on original repair order
    h. Actual time that is not supported. This includes instances where:
       • There is no clocking or timestamps present.
         •   The total time claimed exceeds clocked time (charge back the difference.)
         •   The time is clocked as a single time, but covers multiple labor operations.
    i.   Documentation not available or not provided. The process is explained below.
11. Warranty Administration Review (Step 2):
    This program assists dealers in identifying what action, if any, is necessary to address
    abnormal warranty performance. This is based on dealership measurement of over
    110% of regional cost average for a rolling six months on Cost per Claim (CPC) or Cost
    per VIN Serviced (CPVS). The Warranty Administration Review is intended to support
    development of an efficient and properly controlled service operation by identifying root
    cause of abnormal performance and implementing necessary process improvements.
    In general, ASMC may conduct this basic review level on each dealership, from time to
    time, to prevent issues from trending toward out of line, even if the dealer is within the
    110% target. Eligible dealers will receive notification advising that the DSPM will conduct
    a review, or that the dealer performs a Warranty Administration Self-Study, for which
    ASMC will provide program materials (available late 2008). The materials (system) will
    include the following.
    a. Repair Process Review: This is a series of evaluations of basic service process,
    versus Suzuki standards (Suzuki Way of Service).
    b. Claim Review: This is a spot evaluation of up to 25 completed repair orders.
    The DSPM will assist or oversee in creating an Action Plan for correction of the out-of-
    line conditions identified by the review. If the dealer continues to under-perform, as
    measured over the 90 days following the review, then Step 3, below will occur.
12. Warranty Compliance Review (Step 3)
    The Warranty Compliance Review is an approach to improve dealership warranty
    performance deficiencies which were not resolved in Step 1 or Step 2. This process is
    designed to develop an efficient and properly controlled service operation by focusing on
    the root cause(s) of the individual dealer warranty performances deficiencies and
    implementing the necessary process improvements, in an onsite review. Using data
    from Step 1 and Step 2, the Warranty Compliance Review will be conducted in the


                                              5-7
      dealership, by a warranty specialist, but will not result in any charge-backs, unless fraud
      is detected.
      Independent third-party warranty consultants/auditors will provide evaluations of dealer
      practices in this warranty review. In Step 3, the process is as follows:
       a. Dealer Notification Letters: Letters will advise the dealer that they have entered this
       or any other step of the ASMC formal warranty counseling process.
       b. On-site compliance review: Compliance reviews may last from a few days to two
       weeks. After the compliance review is completed, the dealer will be presented with a
       complete report of the deficiencies identified during the review. An additional Action Plan
       created by the dealer principal and ASMC will be implemented. If a dealership’s
       warranty performance continues to trend abnormally for an additional 90 days after the
       warranty compliance review, the dealership could be subject to a warranty audit.

E. AUDITS
A Warranty Audit could be performed in those instances where ASMC determines that dealers
have not demonstrated the ability to resolve warranty performance problems through Steps 1, 2
or 3 or if fraud is identified at any stage. Audits will be conducted on claim and claim supporting
records, and all improper claims paid within the year immediately preceding the audit are
subject to chargeback.
Warranty Audit will conduct warranty audits utilizing industry standard practices, in line with
Suzuki Warranty Policy and Procedure. A certified letter will be sent by the region (RGM) to
notify the dealership that audits will be conducted. In addition, the following applies:
   1. Suzuki Extended Service Contract (ESC) claims do not contribute to the metrics but may
   be examined individually. ESC claims will be part of the audit, but excluded from
   chargeback processes. The ASMC Warranty Auditor may, at his/her option; use outside
   services to perform audits, or may perform the audit personally.
   2. The Auditor will hold a pre-closing meeting with RSPM and DSPM to review the audit
   findings prior to meeting with the dealer. This meeting must take place within 2 business
   days after conclusion of the Auditor’s field work.
   3. The Auditor and the RSPM will hold a closing meeting with the dealer to present the final
   audit findings.
   4. Audit Process
   Audits will be conducted, selecting one-year of paid repair orders, for warranty, goodwill and
   recall claims. Service contracts (Suzuki only) are included, but are not part of the
   chargeback.
   5. Appeal Process
   The closing meeting will present audit findings as “final”. Should the dealer not accept the
   findings and associated chargeback, the dealer has two (2) weeks to prepare and submit an

                                               5-8
   appeal to the RGM. A form will be provided for the dealer to appeal specific audit findings.
   The dealer will receive a written response from the region within 30 days from the region’s
   receipt of the appeal.
Note: Appeals must be limited to individual claims, not audit procedures or
philosophy.

The following procedures also apply:
      a. If the RGM does not find merit in the appeal, audit findings will stand. The dealer will
      be notified of this decision by certified letter by the RGM within ten (10) business days of
      the RGM’s receipt of the appeal.
      b. If the RGM does find merit in the dealer’s appeal, the RGM must submit the dealer
      appeal with a cover memo supporting the appeal and specifics, to the Warranty Auditor.
      c. The Warranty Auditor will assemble and chair the Warranty Audit Appeal Committee,
      which, in addition to the Manager, Warranty Audit, will consist of the following:
         1. National Warranty Manager
         2. Vice President, Service and Quality
         3. Vice President, Sales
         Committee decisions will be final.
      d. The Warranty Auditor will provide the RGM with a written response to the appeal
         within ten (10) business days. The RGM will advise the dealer.
   6. Chargeback Collection
      In the event of chargeback at the close of an audit or appeal resolution, Suzuki will
      process a dealer billing for 50% of the warranty/goodwill chargeback. The remaining
      50% of the warranty/goodwill chargeback will be set up by National Warranty as a
      deferred payment subject to the dealership earn out procedure defined below.
   7. Dealership Earn Back Procedure
      A dealer may have the 50% deferred payment forgiven if the dealership invests in its
      service operations and its administration complies with Suzuki stated policies and
      procedures, and the dealer meets the 110% performance criteria.
      a. Dealership metrics must fall to 110% of the regional averages (or less) within the first
         three (3) consecutive reporting months following the close of the audit or appeal.
   8. Dealership invests in its dealership, an equivalent amount to the chargeback, in eligible
   investments; which include:
      a. Service tools and equipment
      b. Service facility remodeling
      c. Customer lounge remodeling

                                              5-9
       e. Service data processing hardware or software
All proposed elements must be fixed investment or lease/rental with a minimum two year term;
usable at the Suzuki Service location only.
If the dealer meets these criteria, the 50% chargeback is forgiven. If the dealer does not meet
these criteria, the 50% balance will be applied to the dealer’s non-vehicle account and becomes
due immediately. (If the dealer terminates voluntarily or involuntarily during the process, the full
amount is due.)
Note: Any dealer found to be improperly denying customer warranty repairs,
manipulating or artificially reducing performance metrics, will not be eligible for this
process and the earn back procedures set forth. The entire deferred amount will become
immediately due in full.
   9. Subsequent Audit Potential
       A continuation of in-line performance will preclude repeat audit candidacy. Guidelines
       are as follows:
       Dealerships which successfully complete the earn back procedure must maintain
       performance metrics equal to or less than 110% of the regional average for nine (9) of
       the 12 consecutive months following the end of the earn back procedure. Dealers
       meeting this criterion are eligible to use the earn back procedure on subsequent audits.
       Dealers not meeting this criteria will not be eligible for the earn back procedure at the
       conclusion of any future audit. Dealerships which have unsuccessfully completed the
       earn back procedure, who nonetheless claim to have implemented all agreed
       investments, may again request a follow-up review and audit.
 10. Follow-Up Audit
       In those instances where ASMC determines that dealers have not resolved warranty
       performance issues even after a Warranty Audit, a Follow-up Warranty Audit will be
       conducted. Additionally, any Warranty Audit identifying fraudulent practices will result in
       a Follow-Up Audit.
       In any follow-up audit, the Auditor will inspect claims from the beginning of the earn back
       procedure to the time of the follow-up audit, to verify if the dealership was in “substantial
       compliance”. (“Substantial compliance” is defined as at least 90% of the claims
       examined meeting all stated policies and procedures, with a minimum of 100 claims
       inspected.) If the dealership is found not to be in substantial compliance, the dealer can
       be audited at any time in the future without the earn-back procedure, and will also be
       subject to chargeback of those claims found in the follow-up audit not to be in
       compliance.
Suzuki dealers should use Suzuki Warranty Policies and Procedures established for all claims
activities. An audit outline will be made available as part of the new dealer sign up document
set.

                                               5-10
                                   SECTION 6
             SUZUKI CONNECT OPERATIONS PROCEDURES
WARRANTY CLAIM ENTRY
  A. HOW TO ACCESS CLAIM ENTRY SCREENS
    1. SUZUKI CONNECT START SCREEN
    Enter your User ID, Password and Suzuki Dealer Number.




                                        6-1
WARRANTY CLAIM ENTRY
  A. HOW TO ACCESS CLAIM ENTRY SCREENS
    2. SERVICE MENU
    Select the Service tab to access Warranty Claim Entry screens. A drop
    down menu under the Service tab will appear.




                                         6-2
WARRANTY CLAIM ENTRY
 A. HOW TO ACCESS CLAIM ENTRY SCREENS
   3. WARRANTY CLAIMS MENU
   From Service drop down menu select Warranty Claims and another drop
   down menu will appear with Claim entry selections.




   4. CLAIM TYPES
   Select the type of claim entry necessary for the repair from the drop down
   menu.




                                          6-3
WARRANTY CLAIM ENTRY
 B. REGULAR WARRANTY CLAIM
   CLAIM NUMBER ENTRY




   *X: AlphanumericN: NumericA: Alphabetic


         FIELD NAME            ENTRY*                           DESCRIPTION
      REPAIR ORDER             NNNNN         Claim number is the last 5 numbers of the repair order
      NUMBER.                                number.
      REPAIR SEQ                  N          Enter the job number or repair line number 1-8
      NUMBER
      ADJUSTMENT                 A-Z         Upon a resubmit of a claim that was returned for
      CODE                                   correction an adjustment code letter will be added.




                                              6-4
WARRANTY CLAIM ENTRY
 B.REGULAR WARRANTY CLAIM – GENERAL INFO




   *X: Alphanumeric N: NumericA: Alphabetic
         FIELD NAME             ENTRY*                            DESCRIPTION
                                              System copies information from Claim Information
    CLAIM NO.                    NONE         Screen. Claim number is the last 5 numbers of the
                                              repair order number and a repair sequence.
                                              Enter the total $ claim amount. Include the decimal
    TOTAL CLAIM                NNNN.NN
                                              point.
    ENT. TYPE                    VIN          Select VIN
    VIN                        17 Digits      Enter 17 digits of the VIN.
    DEFECT DATE               MM/DD/YY        Enter the actual date of repair.
    REPAIR DATE                               "MM”: two digits for month.
                                              "DD”: two digits for day.
                                              "YY”: two digits for year.
                                              Be sure to include the "/" in between.
                                              Enter actual odometer mileage reading with no
    MILEAGE                    XXXXXX
                                              tenths. Do not include any comma separations.
                                              Enter an appropriate Labor Operation Code found
                                              in the ASMC Warranty Flat Rate. If the claim is for
    OPERATION                  AANNXN
                                              sublet only or for actual time use Operation Code
                                              XX9999
                                              For operations with V/C (variation/combination)
    V/C (Variation/                           Code(s), enter a comma and the V/C Code(s) after
                              AANNXN,N
    Combination)                              the Operation Code. V/C Codes(s) must be
                                              separated by a comma (,).




                                               6-5
WARRANTY CLAIM ENTRY
 B. REGULAR WARRANTY CLAIM – GENERAL INFO - CON’T
        FIELD NAME       ENTRY*                            DESCRIPTION
                                       Enter an appropriate Complaint Code found in the
                                       ASMC Warranty Flat Rate Manual or use the drop
    COMPLAINT               NN         down function by clicking on the down arrow. The
                                       SUZUKI CONNECT system will not accept if both
                                       the "Complaint Code" and "Defect Code" are "99".
                                       Enter an appropriate Defect Code found in the
                                       ASMC Warranty Flat Rate Manual or use the drop
    DEFECT                  NN         down function by clicking on the down arrow. The
                                       SUZUKI CONNECT system will not accept if both
                                       the "Complaint Code" and "Defect Code" are "99".
                                       Enter actual clocked repair time. If claim is for
    ACT HRS               NN.N
                                       sublet only, enter "0" (zero) without decimal point.
                                       NOTE: This field is active only when Operation
                                       code ending with 9999 is used.
                                       If the claim is required to have an authorization from
    SUZUKI AUTH        XXXXXXX         ASMC, the authorization number must be entered
                                       in this field. See section 4 for instructions
                                       If more than one authorization was issued or an
                       XXXXXXX
    OTHER AUTH                         authorization was issued by any source other than
                     (up to 15 digits)
                                       Suzuki, enter it in this field
                                       Enter the part number that caused the failure
    FAILED PART      XXXXX-XXXXX
                                       whether the part was replaced or not
                                       This format is used for Expendable Fluids or recall
                     XXXXX-XXXXX-
                                       part #’s Enter the part number that caused the
                           XXX
                                       failure whether the part was replaced or not




                                         6-6
WARRANTY CLAIM ENTRY
 B. REGULAR WARRANTY CLAIM – PARTS




   *X: Alphanumeric N: NumericA: Alphabetic
    FIELD NAME             ENTRY*            DESCRIPTION
    REPLACED PART             XXXXX-XXXXX    Enter the part number of the replaced part. If more than
                                             one part was replaced, for an additional line advance
                                             with the tab key. If you want to remove a part, highlight
                                             the line by clicking on it once and click the "Delete Line"
                                             button
                             XXXXX-XXXXX-XXX This format is used for Expendable Fluids or recall part
                                             #’s Enter the part number that caused the failure
                                             whether the part was replaced or not.
    QTY                           NNN        Enter the quantity of the replaced part. Advance with the
                                             tab key.




                                               6-7
WARRANTY CLAIM ENTRY
 B. REGULAR WARRANTY CLAIM - FAILURE DESC.




                                                                                               *
   X: Alphanumeric N: NumericA: Alphabetic


    FIELD NAME               ENTRY*                            DESCRIPTION
    MESSAGE FROM           Up to 2 lines     Enter the customer complaint, the cause and the
    DEALER                                   correct made.




                                              6-8
WARRANTY CLAIM ENTRY
 B. REGULAR WARRANTY CLAIM - TECH/CUST INFO




   *X: Alphanumeric N: NumericA: Alphabetic



      FIELD NAME          ENTRY*                              DESCRIPTION
                                        Enter the last 4 digits of the Technicians social security
    TECH INFO ID           NNNN
                                        number.
    NAME                      A         Enter the Technician name.
    SERVICE
                                        Enter the last 4 digits of the Advisors social security
    ADVISOR ID             NNNN
                                        number.
    NAME
                              A         Enter the Advisor name.
    CUSTOMER
                              A         Enter the customer name.
    NAME
    ADDRESS                 X           Enter the customer address.
    CITY                    A           Enter the customer city
    STATE                   A           Enter the customer state by using the drop down arrow.
    ZIP CODE             NNNNN          Enter the customer zip code.
    PHONE             NNN-NNN-NNNN      Enter the customer phone number.




                                               6-9
WARRANTY CLAIM ENTRY
  B. REGULAR WARRANTY CLAIM – SUBLET




    *X: Alphanumeric N: NumericA: Alphabetic
        FIELD NAME            ENTRY*                              DESCRIPTION
      SUBLET TYPE               NN           Enter following Codes as appropriate by clicking the down
                                             arrow.
                                             "01" : For towing
                                             "02" : For rental car
                                             "03" : For freight
                                             "04" : For sublet paint, body or glass
                                             "05" : For upholstery
                                             "06" : For machining
                                             "99" : Unspecified (for items not listed above)
      AMOUNT                 NNNN.NN         Enter the total amount for items listed in the "TYPE" field.
      DOCUMENT               XXXXXXX         Enter the document reference number for the items
                                             claimed in the
                                             "TYPE" field. For authorized freight charge, enter the Part
                                             Invoice
                                             Number.
      SUBLET                 Up to 75        Additional information or if "99" is used in the "TYPE" field.
      DESCRIPTION        characters (1 line) An appropriate description is required to substantiate the
                                             claim


                                                 6-10
WARRANTY CLAIM ENTRY
 C. SHORT CAMPAIGN-GENERAL INFO




   *X: Alphanumeric N: NumericA: Alphabetic



    FIELD NAME              ENTRY*                              DESCRIPTION
                                         System copies information from Claim Information
    CLAIM NO.                NONE
                                         Screen
    ENT. TYPE                VIN         Select VIN
    VIN                    17 Digits     Enter 17 digits VIN.
    REPAIR DATE           MM/DD/YY       Enter the actual date of repair
                                         "MM" : two digits for month.
                                         "DD" : two digits for day.
                                         "YY" : two digits for year.
                                         Be sure to include the "/" in between.
    MILEAGE                 XXXXXX       Enter actual odometer mileage reading with no tenths.
                                         Enter the specific campaign number located on the
    CAMPAIGN                  XX
                                         campaign bulletin.
                                         Enter the appropriate variation code if applicable. Refer
    VARIATION                 AA
                                         to the campaign bulletin
                                         See Regular Warranty Claim Entry Instructions on page
    TECH/CUST INFO
                                         6-9




                                              6-11
WARRANTY CLAIM ENTRY
 D. LONG CAMPAIGN-GENERAL INFO




   *X: Alphanumeric N: NumericA: Alphabetic


    FIELD NAME              ENTRY*                             DESCRIPTION
                                         System copies information from Claim Information
    CLAIM NO.               NONE
                                         Screen
    TOTAL CLAIM           NNNN.NN        Enter the total claim amount.
    ENT. TYPE                VIN         Select VIN
    VIN                    17 Digits     Enter 17 digit VIN.
    REPAIR DATE           MM/DD/YY       Enter the actual date of repair
                                         "MM"-two digits for month.
                                         "DD"-two digits for day.
                                         "YY"-two digits for year.
                                         Be sure to include the "/" in between.
    MILEAGE                XXXXXX        Enter actual odometer mileage reading with no tenths.
                                         Enter the specific campaign number located on the
    CAMPAIGN                  XX
                                         campaign bulletin.
                                         Enter the appropriate variation code if applicable. Refer
    VARIATION                 AA
                                         to the campaign bulletin.
                                         Enter actual clocked repair time. If claim is for sublet
    ACT HRS                  NN.N
                                         only, enter "0" (zero) without decimal point.
                                         NOTE: This field is active only when Operation code
                                         XX9999 is used.
                                         If the claim is required to have an authorization from
    SUZUKI AUTH            XXXXXXX       ASMC, the authorization number must be entered in
                                         this field. See Section 4 for instructions.


                                              6-12
WARRANTY CLAIM ENTRY
  D. LONG CAMPAIGN – GENERAL INFO – - CON’T


    FIELD NAME              ENTRY*                                   DESCRIPTION
                           XXXXXXX            If more than one authorization was issued or an
    OTHER AUTH                                authorization was issued by any source other than
                         (up to 15 digits)    Suzuki, enter it in this field.
                                              See Regular Warranty Claim Entry Instructions on page
    PARTS
                                              6-7
                                              See Regular Warranty Claim Entry Instructions on page
    FAILURE DESC
                                              6-8
                                              See Regular Warranty Claim Entry Instructions on page
    TECH/CUST INFO
                                              6-9
                                              See Regular Warranty Claim Entry Instructions on page
    SUBLET
                                              6-10



 E. PART ACCESSORY WITH VIN-GENERAL INFO




    *X: AlphanumericN: NumericA: Alphabetic


        FIELD NAME                   ENTRY*                              DESCRIPTION
                                                     System copies information from Claim Information
         CLAIM NO.                    NONE
                                                     Screen
         TOTAL CLAIM                NNNN.NN          Enter the total claim amount.
         ENT. TYPE                      VIN          Select VIN


                                                  6-13
WARRANTY CLAIM ENTRY
 E. PART ACCESSORY WITH VIN — GENERAL INFO CON’T
    *X: Alphanumeric N: NumericA: Alphabetic
      FIELD NAME             ENTRY*              DESCRIPTION


      VIN                    17 Digits           Enter 17 digits VIN.
                                                 Enter the customer pay or internal claim document
      CP/INT                 XXXXXX              number if claim is a parts warranty or enter Factory or
                                                 Port installed if the claim is a parts accessory claim
      DEFECT DATE            MM/DD/YY            Enter the date the repair order was opened.
      REPAIR DATE            MM/DD/YY            Enter the actual date of repair.
                                                 "MM" : two digits for month.
                                                 "DD" : two digits for day.
                                                 "YY" : two digits for year.
                                                 Be sure to include the "/" in between.
      MILEAGE                XXXXXX              Enter actual odometer mileage reading with no tenths.
                                                 Enter an appropriate Labor Operation Code found in the
      OPERATION              AANNXN              ASMC Warranty Flat Rate. If the claim is sublet only, use
                                                 Operation Code XX9999.
      V/C                                        For operations with V/C (variation/combination) Code(s),
      (VARIATION/            AANNXN,N            enter a comma and the V/C Code(s) after the Operation
      COMBINATION)                               Code. V/C Codes(s) must be separated by a comma (,).
                                                 Enter an appropriate Complaint Code found in the
                                                 ASMC Warranty Flat Rate Manual or use the drop down
      COMPLAINT              NN                  function by clicking on the down arrow. The SUZUKI
                                                 CONNECT system will not accept if both the "Complaint
                                                 Code" and "Defect Code" are "99".
                                                 Enter an appropriate Defect Code found in the ASMC
                                                 Warranty Flat Rate Manual or use the drop down
      DEFECT                 NN                  function by clicking on the down arrow. The SUZUKI
                                                 CONNECT system will not accept if both the "Complaint
                                                 Code" and "Defect Code" are "99".
                                                 Enter actual clocked repair time. If claim is for sublet
      ACT HRS                NN.N
                                                 only, enter "0" (zero) without decimal point.
                                                 NOTE: This field is active only when Operation code
                                                 XX9999 is used.
                                                 If the claim is required to have an authorization from
      SUZUKI AUTH            XXXXXXX             ASMC, the authorization number must be entered in this
                                                 field. See Section 4 for instructions.
                                                 If more than one authorization was issued or an
                            XXXXXXX
      OTHER AUTH                                 authorization was issued by any source other than
                            (up to 15 digits)
                                                 Suzuki, enter it in this field.
                                                 Enter the part number that caused the failure whether
      FAILED PART            XXXXX-XXXXX
                                                 the part was replaced or not
                            XXXXX-XXXXX-
                            XXX



                                                6-14
WARRANTY CLAIM ENTRY
 E. PART ACCESSORY WITH VIN — GENERAL INFO CON’T
   *X: Alphanumeric N: NumericA: Alphabetic
       FIELD NAME                  ENTRY*                         DESCRIPTION
       START DATE                 MM/DD/YY      Enter the warranty start date.
       START MILES                 XXXXXX       Enter the warranty start mileage.
                                                See Regular Warranty Claim Entry Instructions on
        PARTS
                                                page 6-7
                                                See Regular Warranty Claim Entry Instructions on
        FAILURE DESC
                                                page 6-8
                                                See Regular Warranty Claim Entry Instructions on
        TECH/CUST INFO
                                                page 6-9
                                                See Regular Warranty Claim Entry Instructions on
        SUBLET
                                                page 6-10


 F. PART ACCESSORY WITHOUT VIN - GENERAL INFO




   *X: Alphanumeric N: NumericA: Alphabetic
        FIELD NAME                ENTRY*                               DESCRIPTION
      CLAIM NO.                    NONE              System copies information from Claim
                                                     Information Screen
      TOTAL CLAIM                NNNN.NN             Enter the total claim amount.
      CP/INT                     XXXXXX              Enter the customer pay or internal claim
                                                     document number if claim is a parts warranty or
                                                     enter Factory or Port installed if the claim is a
                                                     parts accessory claim.


                                              6-15
WARRANTY CLAIM ENTRY
 F. PART ACCESSORY WITHOUT VIN – GENERAL INFO CON’T
   X: Alphanumeric N: NumericA: Alphabetic


        FIELD NAME                ENTRY*                                     DESCRIPTION
      REPAIR DATE                MM/DD/YY                 Enter the actual date of repair.
                                                          "MM" : two digits for month.
                                                          "DD" : two digits for day.
                                                          "YY" : two digits for year.
                                                          Be sure to include the "/" in between.
      COMPLAINT                      NN                   Enter an appropriate Complaint Code found in
                                                          the ASMC Warranty Flat Rate Manual or use the
                                                          drop down function by clicking on the down
                                                          arrow. The SUZUKI CONNECT system will not
                                                          accept if both the "Complaint Code" and "Defect
                                                          Code" are "99".
      DEFECT                         NN                   Enter an appropriate Defect Code found in the
                                                          ASMC Warranty Flat Rate Manual or use the
                                                          drop down function by clicking on the down
                                                          arrow. The SUZUKI CONNECT system will not
                                                          accept if both the "Complaint Code" and "Defect
                                                          Code" are "99".
      SUZUKI AUTH                XXXXXXX                  If the claim is required to have an authorization
                                                          from ASMC, the authorization number must be
                                                          entered in this field. See Section 4 for
                                                          instructions.
      OTHER AUTH                 XXXXXXX                  If more than one authorization was issued or an
                               (up to 15 digits)          authorization was issued by any source other
                                                          than Suzuki, enter it in this field.
      FAILED PART              XXXXX-XXXXX                Enter the part number that caused the failure
                                                          whether the part was replaced or not.
                            XXXXX-XXXXX-XXX
      START DATE               MM/DD/YY                   Enter the warranty start date.




                                                   6-16
WARRANTY CLAIM ENTRY
 G. FOREIGN VEHICLE-GENERAL INFO




   *X: Alphanumeric N: NumericA: Alphabetic
         FIELD NAME           ENTRY*                           DESCRIPTION
      CLAIM NO.                NONE       System copies information from Claim Information
                                          Screen
      TOTAL CLAIM            NNNN.NN      Enter the total claim amount.
      ENT. TYPE                 VIN       Select VIN
      VIN                     17 Digits   Enter 17 digits VIN.
      DEFECT DATE            MM/DD/YY     Enter the date the repair order was opened.
      REPAIR DATE            MM/DD/YY     Enter the actual date of repair.
                                          "MM" : two digits for month.
                                          "DD" : two digits for day.
                                          "YY" : two digits for year.
                                          Be sure to include the "/" in between.
      MILEAGE                 XXXXXX      Enter actual odometer mileage reading with no tenths.
      COMPLAINT                 NN        Enter an appropriate Complaint Code found in the
                                          ASMC Warranty Flat Rate Manual or use the drop
                                          down function by clicking on the down arrow. The
                                          SUZUKI CONNECT system will not accept if both the
                                          "Complaint Code" and "Defect Code" are "99".
      DEFECT                    NN        Enter an appropriate Defect Code found in the ASMC
                                          Warranty Flat Rate Manual or use the drop down
                                          function by clicking on the down arrow. The SUZUKI
                                          CONNECT system will not accept if both the
                                          "Complaint Code" and "Defect Code" are "99".
      ACT HRS                  NN.N       Enter actual clocked repair time. If claim is for sublet
                                          only, enter "0" (zero) without decimal point.
                                          NOTE: This field is active only when Operation code
                                          XX9999 is used.


                                              6-17
WARRANTY CLAIM ENTRY
  G. FOREIGN VEHICLE – GENERAL INFO - CON’T
    *X: Alphanumeric N: NumericA: Alphabetic


    FIELD NAME                 ENTRY*                             DESCRIPTION
    SUZUKI AUTH               XXXXXXX          If the claim is required to have an authorization from
                                               ASMC, the authorization number must be entered
                                               in this field. See Section 4 for instructions.
    START DATE                MM/DD/YY         Enter the warranty start date.
    START MILES                XXXXXX          Enter the warranty start mileage.
    FAILED PART             XXXXX-XXXXX        Enter the part number that caused the failure
                                               whether the part was replaced or not.
                          XXXXX-XXXXX-XXX
    PARTS                                      See Regular Warranty Claim Entry Instructions on
                                               page 6-7
    FAILURE DESC                               See Regular Warranty Claim Entry Instructions on
                                               page 6-8
    TECH/CUST INFO                             See Regular Warranty Claim Entry Instructions on
                                               page 6-9
    SUBLET                                     See Regular Warranty Claim Entry Instructions on
                                               page 6-10




                                               6-18
WARRANTY CLAIM ENTRY
 H. FREIGHT–GENERAL INFO




   X: Alphanumeric N: NumericA: Alphabetic


     FIELD NAME                ENTRY*                          DESCRIPTION
     CLAIM NO.                  NONE         System copies information from Claim Information
                                             Screen
     REPAIR DATE              MM/DD/YY       Enter the actual date of repair.
                                             "MM" : two digits for month.
                                             "DD" : two digits for day.
                                             "YY" : two digits for year.
                                             Be sure to include the "/" in between.
     FREIGHT AMOUNT           NNN.NN         Enter the freight dollar amount.
     DOC #                   XXXXXXXX        Enter the SO/INV document number from the parts
                                             pick ticket.
     TECH NAME                    A          Enter the Technicians name.
     TECH ID                    NNNN         Enter the last 4 digits of the Technicians social
                                             security number.
     OTHER DESC.               (1 LINE)      Enter the original claim number and the request
                                             number.




                                             6-19
WARRANTY CLAIM ENTRY
 I. PRE-DELIVERY INSPECTION (PDI)




   X: Alphanumeric N: NumericA: Alphabetic


      FIELD NAME               ENTRY*                          DESCRIPTION
      CLAIM NO.                 NONE         System copies information from Claim Information
                                             Screen
      ENT. TYPE                  VIN         Select VIN
      VIN                     17 DIGITS      Enter 17 digits VIN
      REPAIR DATE             MM/DD/YY       Enter the actual date of repair.
                                             "MM" : two digits for month.
                                             "DD" : two digits for day.
                                             "YY" : two digits for year.
                                             Be sure to include the "/" in between.
      MILEAGE                 XXXXXXXX       Enter actual odometer mileage reading with no tenths
      TECH/CUST INFO                         See Regular Warranty Claim Entry Instructions on
                                             page 6-9




                                             6-20
WARRANTY CLAIM ENTRY
  J. SEND MANAGER
    After completing all applicable fields for claim entry, click the “Finish” button to
    save your claim. Click the “OK” button, then the “Send Manager” button to
    proceed.




    A list of your saved claims will appear. Highlight the claim in status “Waiting for
    Submit” and click the “Submit” button.




                                             6-21
WARRANTY CLAIM ENTRY
  J. SEND MANAGER - CON’T
      A message box stating that the claim was submitted successfully will appear.




     A copy of the Processing Summary will appear for you to print for your records.




                                          6-22
WARRANTY CLAIM ENTRY
  J. SEND MANAGER - CON’T
     Note: If the claim was submitted unsuccessfully, an error message and a copy
     of the Processing Summary showing the error will appear as shown on the 2
     screen prints below.




     Click “View Detail” button which will return to the claim, make required correction,
     click “Finish”, return to Send Manager and submit again.




                                            6-23
WARRANTY CLAIM ENTRY
  J. SEND MANAGER - CON’T
    When you close the Processing Summary, the Send Manager screen will appear
    showing the claim as submitted successfully.




    To change claim type in the Send Manager, highlight the Claim and right mouse
    click on it. Click on “Change Claim Type”.




                                        6-24
WARRANTY CLAIM ENTRY
 J. SEND MANAGER - CON’T
   Select the correct claim type and it will change the claim type so you won’t have to delete
   the claim from your hard drive. Next, click View Detail.




   Re-enter the claim information as usual. When done, select “Finish” and then click
   “Send Manager” to process your claim.




                                          6-25
SERVICE OPERATIONS
  K. VEHICLE MASTER INQUIRY




    Enter the VIN in the appropriate field and click the “Search” button.




                                           6-26
SERVICE OPERATIONS
  K. VEHICLE MASTER INQUIRY – CON’T




  The screen will display a summary of the VIN history.
     Note: This screen includes vehicle model, owner, warranty information and claim
     history.




                                           6-27
SERVICE OPERATIONS
 L. PARTS AVAILABILITY
    Enter the part number and quantity in the appropriate fields and click the “submit”
    button.




    Screen will display the part description and availability status for all PDC locations
    and the dealer net and suggested retail price.




                                            6-28
SERVICE OPERATIONS
  M. CLAIM STATUS
    Select the claim “Type” and “Status” along with the “Month” and “Year” you want to
    review. For example, if you want to see all the types of claims and their status for
    repair date in April 2008 select “All” as shown below, and click the Submit button.




    The screen will display all the claims for your search criteria. Highlight the claim you
    wish to view and select “Display Details”.




                                            6-29
SERVICE OPERATIONS

  M. CLAIM STATUS – CON’T
    The screen will display detailed information about the claim for you to view or print
    for your records.




    You can also view the summary of your selected claims by closing the display
    details screen and clicking on the “Summary” button. Click the “Click here to
    continue” button to close the summary screen.




                                            6-30
SERVICE OPERATIONS
  N. PART RETURN
    The screen will display a list of all part return requests and their status for your
    dealer. The five status types shown below are:
           •   Received Parts/Docs – ASMC received the requested parts and documentation on time.
           •   Received Parts/Docs Late – ASMC received the requested parts and documentation but it
               was beyond the 30 days from the date of request.
           •   Received Wrong Parts/Docs – ASMC received the wrong parts or documents.
           •   Never Received Parts/Docs – ASMC has yet to receive the parts or documents within the
               past 30 days as requested.
           •   PLS Send Replaced Parts/Docs – ASMC is requesting the parts and proper documentation
               from this claim within 30 days.




    NOTE: For detailed information on returning parts, see Section 4, ASMC Service Policies
    and Procedures Manual.




                                              6-31
SERVICE OPERATIONS
  O. SERVICE BULLETINS
    Make your selection by first selecting the Category of the subject of interest. Then
    to further refine your search, select the Subcategory of the subject of interest.




    The screen will display all the bulletin categories. Make your selection by clicking
    on the category of choice.




                                            6-32
SERVICE OPERATIONS
 O. SERVICE BULLETINS - CON’T
    This screen displays all bulletins listed for that category. Click on the bulletin you
    wish to view.




    The screen will display the bulletin for you to view or print.




                                             6-33
SERVICE OPERATIONS
  P. CLAIM INQUIRY
    Enter the Claim number and select the Entry Type. For example, select VIN and
    enter the VIN number then click the “Submit” button.




    The screen will display the claim in detail for you to view or print for your records.




                                            6-34
GENERAL OPERATIONS
 Q. SUZUKI CONNECT NOTIFICATIONS
   A. Denied Message
   B. Weekly Claim Summary
   C. Parts Return Message
   From the Home page, select Communication tab and a drop down box will show
   the “Inbox” menu. Once you are at the INBOX main page. Find the “Active” menu
   to the left of your screen. Under “Service” select “Notifications”
   Note: If in the parentheses show (0/0), you do not have access to the notifications
   menu. Please see your Connect administrator at your dealership.




                                          6-35
GENERAL OPERATIONS
 Q. SUZUKI CONNECT NOTIFICATIONS – CON’T
   Once you select the notification you desire to view. It will be displayed in a
   separate window as shown below.




 R. SUZUKI CONNECT REPORTS
   From the Home page, select Communication tab and a drop down box will show
   the “Inbox” menu. Once you are at the INBOX main page. Find the “Active” menu
   to the left of your screen. Under “Service” select “Reports”
   Note: If in the parentheses show (0/0), you do not have access to the reports
   menu. Please see your Connect administrator at your dealership.




                                           6-36
GENERAL OPERATIONS
 R. SUZUKI CONNECT REPORTS - CON’T
   Reports listed here are the Monthly Warranty Summary. The last three months
   will be available only. Select the desired report to view.




   The report below is a sample of the Monthly Warranty Summary. Use the toolbar from
   the report to view or print.




                                       6-37
"PAGE INTENTIONALLY LEFT BLANK"




              6-38
                                       APPENDIX 1
            RESUBMISSION CODES, DENIAL CODES, AND STATUS CODES
RESUBMISSION CODES
CODE        DISPLAY MESSAGE                       DESCRIPTION - INSTRUCTIONS
01R         SUBMIT AS REGULAR CLAIM               Resubmit on SUZUKI CONNECT using
                                                  Campaign claim procedures.
02R         SUBMIT AS CAMPAIGN CLAIM              Resubmit on SUZUKI CONNECT using
                                                  Campaign claim procedures.
03R         SUBMIT AS PARTS/ACCY CLAIM            Resubmit on SUZUKI CONNECT using
                                                  Parts and Accessory claim procedures
04R*        IMPROPER PREVIOUS REPAIR              Same repair previously done, probable
                                                  shop come back, needs DSPM
                                                  authorization
05R         COMPLAINT CODE DOES NOT               Complaint Code not applicable to labor
            APPLY                                 operation as stated in Flat Rate Manual.
06R         DEFECT CODE DOES NOT                  Defect Code not applicable to labor
            APPLY                                 operation as stated in Flat Rate Manual.
07R*        EXCESSIVE LABOR                       Excessive actual time, needs DSPM
                                                  authorization.
08R*        EXCESSIVE SUBLET                      Sublet amount is greater than dealer
                                                  repair reimbursement, needs DSPM
                                                  authorization.
09R         LABOR OPERATION AND PARTS             Labor operation and/or parts installed are
            UNRELATED                             not related to each other.
10R         CLAIM NOT LEGIBLE                     Writing on manual claim can not be read.
                                                  Rewrite.
11R         VIN INVALID OR MISSING                VIN number cannot be found. Recheck
                                                  VIN number and correct, or VIN number
                                                  missing on manual claim, resubmit with
                                                  VIN number.
12R         DEFECT DATE INVALID OR                Investigate and submit with date the defect
            MISSING                               occurred, or if original was manual claim,
                                                  resubmit to include defect date.
13R         REPAIR DATE INVALID OR                Investigate and submit with date when the
            MISSING                               repair was completed, or if original was
                                                  manual claim, resubmit to include repair
                                                  date.
14R         START DATE INVALID OR                 Investigate and submit with correct
            MISSING                               warranty start date, or if original was
                                                  manual claim, resubmit to include warranty
                                                  start date.
* REQUIRES DSPM AUTHORIZATION FOR RESUBMISSION


                                           A1-1
APPENDIX 1 – CON’T
            RESUBMISSION CODES, DENIAL CODES, AND STATUS CODES
CODE        DISPLAY MESSAGE                DESCRIPTION - INSTRUCTIONS
15R         START MILEAGE INVALID          Investigate and submit with correct warranty start
            OR MISSING                     mileage, or if original claim was manual claim,
                                           resubmit to include correct mileage.
16R         REPAIR MILEAGE INVALID         Investigate and submit with mileage when repair
            OR MISSING                     was completed, or if original was manual claim,
                                           resubmit to include repair mileage.
17R         PREVIOUS REPAIR AT             Vehicle history indicates a repair done on a
            HIGHER MILEAGE                 previous date at higher mileage. Investigate and
                                           submit with explanation.
18R         CONDITION EXPLANATION          Not enough information provided in condition
            INADEQUATE                     section of manual claim. Submit manual claim
                                           with detailed description of the condition caused
                                           by the defect.
19R         CAUSE EXPLANATION              Not enough information provided in condition
            INADEQUATE                     section of manual claim. Submit manual claim
                                           with detailed description of the condition caused
                                           by the defect.
20R         REPAIR EXPLANATION             Not enough information provided in repair section
            INADEQUATE                     of manual claim. Submit manual claim with
                                           detailed description of the repair caused by the
                                           defect.
21R         CONDITION, CAUSE, AND          Review repair order and submit with the proper
            REPAIR UNRELATED               related information.
22R*        DUPLICATE REPAIR               Same repair done on a prior date and mileage
                                           probable shop comeback. Needs DSPM
                                           authorization
23R*        REPAIR REQUIRES DSPM           Contact DSPM.
            AUTHORIZATION
24R*        CONTACT DSPM FOR               Special Instructions for submission. Contact
            ASSISTANCE                     DSPM.
25R         CONTACT WARRANTY               Special Instructions for submission. Call (800)
            DEPARTMENT                     568-9968 – 8:30 a.m. to 4:30 p.m. PST.
26R         CLAIM AND R.O. ARE             Information on Repair Order does not
            INCONSISTENT                   substantiate claim submission. Manual claim
                                           only.



* REQUIRES DSPM AUTHORIZATION FOR RESUBMISSION



                                           A1-2
APPENDIX 1 – CON’T
           RESUBMISSION CODES, DENIAL CODES, AND STATUS CODES
RESUBMISSION CODES
CODE       DISPLAY MESSAGE                    DESCRIPTION - INSTRUCTIONS
27R        R.O. COPY NOT RECEIVED             Repair Order not received with manual
                                              claim submission as requested. Submit
                                              new claim with repair order.
28R        EXCHANGE FORM NOT                  Exchange form for radio and security
           RECEIVED                           alarms with vendor authorization number
                                              not received with manual claim. Submit
                                              new claim with exchange form.
29R        SUPPORTING DOCUMENTS NOT           Sublet bills not received with manual claim
           RECEIVED                           submission. Submit new claim with sublet
                                              bills.
30R        NO PROOF OF PURCHASE               Internal repair order or counter parts
           RECORD                             invoice for accessories not received with
                                              manual claim. Submit new claim with
                                              sublet bills.
31R        PARTS QUANTITY NOT                 More parts used than actually installed on
           RELATED TO CLAIM                   vehicle or needed for repair.
32R        FAILED PART INVALID OR             Failed part number does not exist.
           MISSING                            Recheck part number and correct, or if
                                              original was manual claim, resubmit to
                                              include failed part number.
33R        FAILED PART NOT RELATED TO         Failed part does not relate to labor
           CLAIM                              operation or input message. Investigate
                                              and correct.
34R        PARTS LISTED NOT RELATED           Replaced parts do not relate to labor
           TO CLAIM                           operation or failed part. Investigate and
                                              correct.
35R        INVALID PART NUMBER(S)             Part number(s) do not exist as stated on
                                              manual claim.
36R*       EXCESSIVE PARTS USAGE              Excessive parts used to complete
                                              repair. If claim is resubmitted with same
                                              parts, DSPM authorization is required.
37R        LABOR OPERATION NUMBER             Labor operation number does not exist in
           DOES NOT EXIST                     Flat Rate Manual. Submit with correct
                                              number.
38R        LABOR OPERATION NUMBER             Labor operation number does not relate to
           DOES NOT RELATE                    stated repair
* REQUIRES DSPM AUTHORIZATION FOR RESUBMISSION


                                       A1-3
APPENDIX 1 – CON’T
          RESUBMISSION CODES, DENIAL CODES, AND STATUS CODES
RESUBMISSION CODES


CODE      DISPLAY MESSAGE                DESCRIPTION - INSTRUCTIONS
39R       AMOUNT DISCREPANCY             Excessive discrepancy between amount
                                         claimed by dealer and amount to be paid
                                         by SUZUKI CONNECT. Possible replaced
                                         parts missing, or incorrect part prices.
40R       SUBMIT CLAIM THROUGH           Manual claim received. Must be submitted
          SUZUKI CONNECT                 through SUZUKI CONNECT.
41R       DELIVERY RECEIPT NOT           Manual transportation damage claim must
          RECEIVED                       include delivery receipt with damage noted.
                                         Resubmit new claim with receipt.
42R       CARRIER NOTIFICATION          Delayed inspection or hidden damage must
          LETTER NOT REC.               include a copy of the letter sent to the
                                        vehicle carrier within 48 hours with manual
                                        claim. Resubmit new claim with letter.
99R       SEE SUZUKI CONNECT             Refer to Policies and Procedures, Section
          MESSAGE                        6-33 regarding Suzuki Connect
                                         Notifications. Messages will assist you
                                         with resubmissions. Do not change any
                                         information unless requested.

SUZUKI CONNECT DENIAL CODES

CODE      DISPLAY MESSAGE               DESCRIPTION - INSTRUCTIONS
86D       DENIED                        Denied; See SUZUKI CONNECT
                                        message; not considered for resubmission.
87D       DENIED                        Claim submitted past the factory
                                        submission deadline date.


TRANSPORTATION DAMAGE AND MANUAL CLAIM DENIAL CODE

CODE      MEMO MESSAGE                  DESCRIPTION - INSTRUCTIONS
88D       DENIED                        Denied code shown on mailed weekly
                                        credit memo, not considered for
                                        resubmission. A letter will be sent to the
                                        Service Manager outlining denial.


                                 A1-4
APPENDIX 1 – CON’T
          RESUBMISSION CODES, DENIAL CODES, AND STATUS CODES
SUZUKI CONNECT STATUS CODES


CODE                                                    NEXT POSSIBLE
                                                        STATUS
A: Approved                                             None
C: Checking, Claim Discrepancy, Decision Pending        D, I, R
D: Denied                                               None
H: Hold, Waiting for Further Review                     D, I, R
I: In-Process; Waiting Final Review by SUZUKI CONNECT   A, C
R: Returned                                             None
Blank: Received, Not Reviewed                           D, H, I, R




                                       A1-5
“PAGE INTENTIONALLY LEFT BLANK”




             A1-6
                                     APPENDIX 2
                            SERVICE LITERATURE AND FORMS
                                                                           ORDER
    ITEM                                          PART NO.          QTY.    QTY.
OWNER'S MANUALS
SWIFT
 1999 Swift Owner's Manual                        99011-50G25-03E    1       10
 2000 Swift Owner's Manual                        99011-50G26-03E    1       10
 2001 Swift Owner's Manual                        99011-50G27-03E    1       10

ESTEEM
 1998 Esteem Owner's Manual                       99011-60G24-03E    1       10
 1999 Esteem Owner's Manual                       99011-65G20-03E    1       10
 2000 Esteem Owner's Manual                       99011-65G21-03E    1       10
 2001 Esteem Owner's Manual                       99011-65G22-03E    1       10
 2002 Esteem Owner's Manual                       99011-65G23-03E    1       10

VITARA/GRAND VITARA
 1999 Vitara/Grand Vitara Owner's Manual          99011-65D20-03E    1       10
 2000 Vitara/Grand Vitara Owner's Manual          99011-65D21-03E    1       10
 2001 Vitara/Grand Vitara Owner's Manual          99011-65D22-03E    1       10
 2002 Vitara/Grand Vitara Owner's Manual          99011-65D23-03E    1       10
 2003 Vitara Owner's Manual                       99011-65D34-03E    1       10
 2004 Vitara Owner's Manual                       99011-67D21-03E    1       10

 2003 Grand Vitara Owner's Manual                 99011-65D24-03E    1       10
 2004 Grand Vitara Owner's Manual                 99011-67D21-03E    1       10
 2005 Grand Vitara Owner's Manual                 99011-67D28-03E    1       10
 2006 Grand Vitara Owner's Manual                 99011-66J20-03E    1       10
 2007 Grand Vitara Owner's Manual                 99011-66J30-03E    1       10
 2008 Grand Vitara Owner's Manual                 99011-66J22-03E    1       10
 2009 Grand Vitara Owner’s Manual                 99011-79520-03E    1       10

XL-7
 2001 XL-7 Owner's Manual                         99011-52D20-03E    1       10
 2002 XL-7 Owner's Manual                         99011-52D21-03E    1       10
 2003 XL-7 Owner's Manual                         99011-52D22-03E    1       10
 2004 XL-7 Owner's Manual                         99011-52D24-03E    1       10
 2005 XL-7 Owner's Manual                         99011-52D25-03E    1       10
 2006 XL-7 Owner's Manual                         99011-52D26-03E    1       10



                                           A2-1
                                  APPENDIX 2
                     SERVICE LITERATURE AND FORMS – CON’T
                                                                        ORDER
   ITEM                                        PART NO.          QTY.    QTY.
OWNER'S MANUALS
XL7
 2007 XL7 Owner's Manual                       99011-78J00-03E    1       10
 2008 XL7 Owner's Manual                       99011-78J01-03E    1       10
 2009 XL7 Owner’s Manual                       99011-78J02-03E    1       10

SX4
 2007 SX4 Owner's Manual                       99011-80J20-03E    1       10
 2008 SX4 Owner's Manual                       99011-80J21-03E    1       10
 2009 SX4 Owner’s Manual                       99011-80J22-03E    1       10

AERIO
 2002 Aerio Owner's Manual                     99011-54G21-03E    1       10
 2003 Aerio Owner's Manual                     99011-54G22-03E    1       10
 2004 Aerio Owner's Manual                     99011-54G24-03E    1       10
 2005 Aerio Owner's Manual                     99011-54G25-03E    1       10
 2006 Aerio Owner's Manual                     99011-54G26-03E    1       10
 2007 Aerio Owner's Manual                     99011-54G27-03E    1       10

VERONA
 2004 Verona Owner's Manual                    99011-86Z00-03E    1       10
 2005 Verona Owner's Manual                    99011-86Z01-03E    1       10
 2006 Verona Owner's Manual                    99011-86Z02-03E    1       10

EQUATOR
 2009 Equator                                  99011-82Z00-03E    1       10

FORENZA
 2004 Forenza Owner's Manual                   99011-85Z00-03E    1       10
 2005 Forenza Owner's Manual                   99011-85Z01-03E    1       10
 2006 Forenza Owner's Manual                   99011-85Z02-03E    1       10
 2007 Forenza Owner's Manual                   99011-85Z03-03E    1       10
 2008 Forenza Owner's Manual                   99011-85Z04-03E    1       10




                                     A2-2
                                          APPENDIX 2
                      SERVICE LITERATURE AND FORMS – CON’T
                                                                                 ORDER
  ITEM                                                  PART NO.          QTY.    QTY.
RENO
 2005 Reno Owner's Manual                              99011-85Z11-03E     1       10
 2006 Reno Owner's Manual                              99011-85Z12-03E     1       10
 2007 Reno Owner's Manual                              99011-85Z13-03E     1       10
 2008 Reno Owner's Manual                              99011-85Z14-03E     1       10
MAINTENANCE MANUAL
 XL7 Maintenance Manual                                99963-01501-232     1       10
 Grand Vitara Maintenance Manual                       99963-01501-233     1       10
 Passenger Car Maintenance Manual                      99963-01501-234     1       10

VEHICLE WARRANTY BOOKLETS
 1999 New Vehicle Warranty Information                  99963-01501-161    1       10
 2000 New Vehicle Warranty Information                  99963-01501-170    1       10
 2001 New Vehicle Warranty Information                  99963-01501-179    1       10
 2002 New Vehicle Warranty Information                  99963-01501-181    1       10
 2003 New Vehicle Warranty Information                  99963-01501-184    1       10
 2004 New Vehicle Warranty Information                  99963-01501-186    1       10
 2005 New Vehicle Warranty Information                  99963-01501-196    1       10
 2006 New Vehicle Warranty Information                  99963-01501-219    1       10
 2007 New Vehicle Warranty Information                  99963-01501-231    1       10
 2008 New Vehicle Warranty Information                  99963-01501-239    1       10
 2009 New Vehicle Warranty Information                  99963-01501-244    1       10
TIRE WARRANTIES
  Bridgestone Tire Limited Warranty                    99963-01501-016     1       10
  Yokohama Tire Limited Warranty                       99963-01501-124     1       10
  Falken Tire Limited Warranty                         99963-01501-183     1       10
  Hankook / Kumho Tire Limited Warranty                99963-01501-189     1       10
  Maxxis Tire Limited Warranty                         99963-01501-235     1       10
  Dunlop Tire Limited Warranty                         99963-01501-240     1       10
  General Tire Limited Warranty                        99963-01501-247     1       10
  Goodrich Tire Limited Warranty                       99963-01510-248     1       10
  Goodyear Tire Limited Warranty                       99963-01501-081     1       10
  Uniroyal Tire Limited Warranty                       99963-01501-090     1       10




                                             A2-3
                                        APPENDIX 2
                      SERVICE LITERATURE AND FORMS – CON’T
                                                                               ORDER
     ITEM                                              PART NO.         QTY.    QTY.
PROCEDURES MANUAL AND FORMS
 Service Procedures Manual                           99963-01501-068    1        1
 Warranty Flat Rate Manual-2009                      99550-02080-33E    1         1
 Warranty Flat Rate Manual-2009-CD                   99561-02080-33E    1         1
 Manual Warranty Claim Form                          99961-01501-002    25       50
 Multi-Claim Warranty Form                           99963-01501-018    25       50
 PDI Inspection Form - QDS Folder                    99963-01501-400    25       50
 TSB Package-Sport Utility                           99963-01501-168    1         1
 TSB Package-Passenger Car                           99963-01501-169    1         1
 Warranty Parts Tag                                  99963-01501-025    50       50
 Warranty Parts Tag Bag                              99961-01501-007    25       25
 Warranty Return Parts Label                         99963-01501-078    25       25
 Change of Ownership Notification Card (White)       99963-01501-088    50       50
 Roadside Assistance Program Brochure                99963-01501-182    10       10

BINDERS
 Warranty Flat Rate Manual Binder                    99963-01501-0211    1       1
 Technical Service Bulletin Binder Set               99963-01501-035     1       1
 Service Policies and Procedure Manual Binder        99961-01501-014     1       1

SHOP MANUALS ON CD
 02 Shop Manual CD-All Models                        99560-02020-33E     1       1

SHOP MANUALS
SWIFT
 89-90 Swift Service Manual                          99500-64B10-33E     1       10
 90 Swift Supplement Service Manual (4-Door)         99501-63B10-33E     1       10
 91 Swift Service Manual                             99500-64B21-33E     1       10
 92 Swift Supplement Service Manual                  99501-64B10-33E     1       10
 93 Swift Service Manual                             99500-64B40-33E     1       10
 94 Swift Supplement Service Manual                  99501-64B20-33E     1       10
 95 Swift Service Manual                             99500-51G00-33E     1       10
 95 Swift ABS Manual                                 99501-51G00-33E     1       10
 96 Swift Supplement Service Manual                  99501-51G10-33E     1       10
 97 Swift Supplement Service Manual                  99501-51G20-33E     1       10
 98 Swift Service Manual                             99501-51G30-33E     1       10



                                            A2-4
                                        APPENDIX 2
                       SERVICE LITERATURE AND FORMS – CON’T
                                                                              ORDER
    ITEM                                               PART NO.        QTY.    QTY.
SHOP MANUALS – CON’T
SWIFT-CON’T
 99 Swift Supplement Service Manual                  99501-51G40-33E    1       10
 00 Swift Service Manual                             99500-51G10-33E    1       10
 01 Swift Service Manual                             99500-51G20-33E    1       10

ESTEEM
 95 Esteem Service Manual                            99500-60G00-33E    1       10
 96 Esteem Supplement Service Manual                 99501-60G00-33E    1       10
 97 Esteem Supplement Service Manual                 99501-60G10-33E    1       10
 98 Esteem Service Manual                            99501-60G20-33E    1       10
 99 Esteem Supplement Service Manual                 99501-60G30-33E    1       10
 99 Esteem Supplement Service Manual (1.8L)          99501-60G40-33E    1       10
 00 Esteem Service Manual                            99500-60G10-33E    1       10
 01 Esteem Service Manual                            99500-60G20-33E    1       10
 02 Esteem Service Manual                            99500-60G30-33E    1       10

VITARA/GRAND VITARA
 99 Grand Vitara Service Manual                      99500-67D00-33E    1       10
 99 Vitara/Grand Vitara Supplement Service Manual    99501-65D00-33E    1       10
 99 Vitara Service Manual                            99500-65D00-33E    1       10
 00 Vitara Service Manual                            99500-65D10-33E    1       10
 01 Vitara Service Manual                            99500-65D20-33E    1       10
 02 Vitara Service Manual                            99500-65D30-33E    1       10
 03 Vitara Service Manual                            99500-65D40-33E    1       10
 04 Vitara Service Manual                            99500-65D50-33E    1       10

GRAND VITARA/XL-7
 02 Grand Vitara /XL-7 Service Manual                99500-52D10-33E    1       10
 03 Grand Vitara /XL-7 Service Manual                99550-52D20-33E    1       10
 04 Grand Vitara /XL-7 Service Manual                99500-52D30-33E    1       10
 05 Grand Vitara /XL-7 Service Manual                99500S52D40-33E    1       10




                                             A2-5
                                   APPENDIX 2
                      SERVICE LITERATURE AND FORMS – CON’T
                                                                          ORDER
    ITEM                                          PART NO.         QTY.    QTY.
SHOP MANUALS – CON’T
GRAND VITARA
 06 Grand Vitara Service Manual                 99500S54G40-33E     1       10
 07 Grand Vitara Service Manual                 99500S566J10-33E    1       10
 08 Grand Vitara Service Manual                 99500S566J20-33E    1       10

XL7
 06 XL7 Service Manual                          99500S52D50-33E     1       10
 07 XL7 Service Manual                          99500S78J00-33E     1       10
 08 XL7 Service Manual                          99560S78J20-33E     1       10

AERIO
 02 Aerio Service Manual                        99500-54G00-33E     1       10
 03 Aerio Service Manual                        99500-54G10-33E     1       10
 04 Aerio Service Manual                        99500-54G20-33E     1       10
 05 Aerio Service Manual                        99500-54G30-33E     1       10
 06 Aerio Service Manual                        99500-54G40-33E     1       10

VERONA
 04 Verona Service Manual                       99500-86Z00-33E     1       10
 05 Verona Service Manual                       99500-86Z10-33E     1       10
 06 Verona Service Manual                       99500-86z20-33E     1       10

FORENZA
 04 Forenza Service Manual                      99500-85Z00-33E     1       10
 05 Forenza/Reno Service Manual                 99500-85Z10-33E     1       10
 06 Forenza/Reno Service Manual                 99500-85Z20-33E     1       10
 07 Forenza/Reno Service Manual                 99500-85Z30-33E     1       10

SX4
 07 SX4 Service Manual                          99500-80J00-33E     1       10
 08 SX4 Service Manual                          99500-80J10-33E     1       10




                                      A2-6
                          APPENDIX 3 -- ACTIVE BULLETINS
              SW-01R -- EXPENDABLE FLUIDS, LUBRICANTS, and SEALER

                                                                                     WARRANTY
                                                                       Service Bulletin
                                                                                             NUMBER: SW-01R
                                                                                             PAGE: 1 of 1
SUBJECT: Expendable Fluids, Lubricants, and Sealer
When submitting warranty claims where expendable fluids are required, please use the part numbers listed below.
The quantity of 1 indicates a complete filling with the exception of the ATF Transmission Fluid (*) where 1 indicates
each liter as required to fill.
Abbreviations: GV=Grand Vitara, X=XL7, A=Aerio/SX4, F=Forenza/Reno, V=Verona, E=Equator,
                                              R=Rear, F=Front
                                                          Model                                  Reimbursement
 Description                                             Abbrev.         Part Number       Qty      Amount
 Eng. Oil 4 Cyl. Eng.                                                    99963-01501-500    1            14.00
 Eng Oil 6 Cyl. Eng.                                                     99963-01501-501    1            18.20
 Gear Oil M-Tr.                                             A/F          99963-01501-502    1             6.45
 Gear Oil M-Tr.                                            GV/X/E        99963-01501-503    1             9.08
 Gear Oil T. Case                                         GV/X/V/A       99963-01501-505    1             7.00
 Gear Oil T. Case                                            E           TBD
 Gear Oil Diff. F                                         GV/X/V/E       99963-01501-507    1             5.37
 Gear Oil Diff. R                                         GV/X/V/E       99963-01501-509    1             8.47
 ATF AT-Transm                                               A           99963-01501-510    1            11.62
 ATF AT-Transm                                             GV/X/V        99963-01501-511    1            14.88
 ATF AT-Transm                                               E           TBD
 Coolant 50%                                                A/F          99963-01501-512    1           11.92
 Coolant 50%                                              GV/X/V/E       99963-01501-513    1           12.92
 Sealant                                                                 99963-01501-518    1           16.80
 Power Steer Fluid                                                       99963-01501-519    1            7.50
 Brake Fluid                                                             99963-01501-520    1            7.51
 R134A Freon w. Diag                                     X-Dual Air      99963-01501-523    1           34.30
 R-134A Freon w. Diag                                    GV/X/V/E        99963-01501-524    1           30.10
 R-134A Freon w. Diag                                       A/F          99963-01501-525    1           28.00
 Motor Oil Dye                                                           99963-01501-526    1            9.10
 R-134A Dye                                                              99963-01501-527    1            9.00
 BG Brake Stop Squeak                                                    99963-01501-528    1            9.74
 BG Top Cleaner 44K                                                      99963-01501-529    1           31.82
 ATF Transmission Fluid*                           2006 and later GV     990B0-01001        1    11.90 Per Ltr
 ATF Transmission Fluid*                                 V/F             99980-06000        1    18.13 Per Ltr
 Threadlock                                                              99000-32130        1            5.53
 Contact/Brake Cleaner                                                   99950-06060        1            3.49
Please inform all service and parts personnel concerned accordingly.
AMERICAN SUZUKI MOTOR CORP.
Automotive Division                                                                                 ISSUED: 12/15/08


                                                                       A3-1
"PAGE INTENTIONALLY LEFT BLANK"




             A3-2
                      APPENDIX 3 – ACTIVE BULLETINS
             SA-11R – WARRANTY MATERIALS FOR 2009 MODELS

                                                                WARRANTY
                                   Service Bulletin
                                                                          NUMBER: SA-11R
                                                                            PAGE: 1 of 2
SUBJECT: Warranty Materials and Updates for 2009 Models
Enclosed is your dealership’s copy of the 2009 Flat Rate Manual Booklet and CD, a 2009 New
Vehicle Warranty Booklet and the updated Service Advisors Quick Reference Guide. 2009 updates
to the Warranty Policies and Procedures Manual pages are also listed. It is recommended that
these updated pages are printed and inserted into the existing Warranty Policies and Procedures
Manual. The Policies and Procedures Manual and Flat Rate Manual are also available on-line
(suzukidocs.com) through Suzuki Connect>Service>Publications> Policies and Flat Rate Manual
Pre-delivery inspection time for all 2009 Suzuki Grand Vitara models is (1.2) hours, all other
2009 models are 1.0 hours.
While the 2009 Flat Rate manual CD does include the Equator, the 2009 Flat Rate Manual booklet
does not include the Equator. The 2009 Flat Rate Manual, including Equator, is on-line.
The following listing indicates new vehicle warranty materials for use with 2009 model vehicles. one
(1) copy of each item with an asterisk (*) has previously been provided to your dealership. The
remaining new, revised and updated materials are enclosed with this bulletin.
            ITEM                                                         PART NUMBER
1.     2009 New Vehicle Warranty Information                             99963-01501-244
2.     2009 Flat Rate Manual-Booklet                                     99550-02080-33E
3.     2009 Flat Rate Manual- CD                                         99561-02080-33E
4.     Updated Service Advisor Quick Reference Guide                     99963-01501-228
5. * Bridgestone Tire Warranty Information                               99963-01501-016
6. * Yokohama Tire Warranty Information                                  99963-01501-124
7. * Dunlap Tire Warranty Information                                    99963-01501-240
8. * Maxxis Tire Warranty Information                                    99963-01501-235
9. * General Tire Warranty Information                                   99563-01501-247
10. * BF Goodrich Tire Warranty Information                              99963-01501-248
11. * Roadside Assistance Program Brochure                               99963-01501-182
All current printed materials are available either through the ASMC Parts Department or
suzukipitstop.com.
                                                                              ISSUED:12/15/2008



                                               A3-3
                                                                    NUMBER:         SA-11R
                                                                      PAGE:            2 of 2


Updated Pages- Suzuki Warranty Policies and Procedures Manual
Section-Page, Item ,Subject

     2-2       B-3    Inspecting New Vehicles: The word “not” added to the Notes section

     2-4       B-3   Inspecting New Vehicles: The word “not” added to the Notes section

     3-1       B      Vehicle Limited Warranty Quick Reference

     3-4       H-5    Sound System Manufacturers’ Service Centers

     3-7       K-2    Branded Title

     5-1       A      Electronic Document Storage

Updated pages-Appendices pages A2-1 through A2-5 and A3-1 through A3-3

Attachments


Please take the time to familiarize yourself with the materials provided and inform all other
related personnel accordingly.




AMERICAN SUZUKI MOTOR CORPORATION
Automotive Service Division




                                                                              ISSUED: 12/15/2008




                                              A3-4
“PAGE INTENTIONALLY LEFT BLANK”
         suzukiauto.com
         swtsuzuki.com
         suzukipk2.com
        suzukizone.com
       suzukipitstop.com
       suzukiconnect.com
suzukioperationsassessment.com




      American Suzuki Motor Corporation
      3251 E. Imperial Hwy
      Brea, CA 92821
                                          Printed in the USA