C a s e C r i te r i a TO O P E N A STA R C A S E Reducing ...

1 For how and when to reach out to the STAR Center in order to maximize the benefits that we can there is no substitute for skilled dealer technicians, STAR Center agents have access to expandedresources to help diagnose and repair vehicle issues. This benefits dealers by: Helping to increase Fixed First Visit Providing insight into emerging issues with Stellantis vehicles Reducing the risk of buybacks Eliminating warranty waste, and Reducing time spent on difficult-to-diagnose vehicle concernsCase Criteria TO OPEN A STAR CASEThe STAR Center is ready to help, but only after the technician has exhausted all available resources, or once thevehicle meets certain criteria. The following resources should be referencedBEFORE contacting STAR: Service Library Service bulletins RRT/Recall documents STAR Online Publications Tech tips Senior Technicians or Shop Foreman within your dealership MasterTechA STAR Case is required / recommended for the following situations.

2 1) Difficult concerns that have not been diagnosed within 1 days at the dealership (after all the aboveresources are exhausted)2) Repeat repairs and comebacks3) New Vehicle Launches and vehicles that are in the Field Early Warning (FEW) period4) Required parts that are STAR of Service TO NOT OPEN A STAR Case Warranty validation and approval, Warranty/LOPs questions Parts Expediting and Parts Specifying questions Vehicles that are not at the dealership Cases of easy diagnosis or root cause already identified (documenting dealer actions) MoparAccessoriesorPerformanceparts,inclu dinginstallation,/addingsalescodesconcer ns,upgradingtothingssuchasaddingLEDlamps ortrailertowmirrors,etcwhenthereisnokitf romMopar for a particular model/application, Key/PIN codes, Ram Body Builders / Conversion questions Questions about Service Library or wiTECH issuesGuidelines to submitting a STAR Case in Cherwell Always provide as much information as possible to help the Agent understand the concern, with cleardetails Fill out fields / diagnostic worksheets / DTCs as needed Add attachments such as Vehicle Scan Reports, photos, videos, sound recordings, etc.

3 At time ofsubmission Check back to the case often and respond back to Agent questions with 24 hours Provide feedback on whether a proposed solution fixed the problem or not When submitting a narrative within a STAR case, always be sure to select the proper narrativedescription as follows:Incident Resolved -use this option when sending confirmationthat a proposed solution has worked,and the vehicle is of Diagnosis- use this option when youare continuing dialogue back and forth with aSTAR Agent or Tech Advisor by asking a question, or providing test results or other requesteddiagnostic info, to help down the path to solution has not fixed the problem -use thisoption only when a solution has been proposed bySTAR / TA that did not fix the concern. A proposed solution example would be replace this part , or perform this software upgrade , etc. It is important to only use this choice when a solution waspreviously proposed, not when responding to a request for more reference - below is a screenshot of the radio buttons that are located above the text field:Improperly Submitted STAR CasesIfacaseissubmittedtoSTAR anditisdeemedbytheagenttobeincomplete,or missinganyimportantinformationthatshould havebeenincludedintheoriginalsubmissionb asedonthecriteriaoutlinedabove, by theagent will read Request for MissingInfo.

4 It is important to respond back as soon as possible with the requested information in order to receive furtherdirection from of Narrative SelectionOn August 2nd 2021, we launched a small change within Cherwell when adding a newnarrative into the Conversation within a STAR Case. Before submitting your entry, you willbe required to select which type of correspondence you are sending within the case. This willbe done by clicking one of the radio buttons above the text entry box that most closelydescribes the type of response you are sending within the reference, below are definitions of the 3 available choices to help you in deciding whichoption most closely describes your entry:Incident Resolved -use this option when sending confirmationthat a proposed solution hasworked, and the vehicle is ,orprovidingtestresultsorother requested diagnostic info to help down the path to solution has not fixed the problem -use thisoption only when a solution has beenproposed by STAR / TA that did not fix the concern.

5 A proposed solution example would be replace this part , or perform this software upgrade , etc. It is important to only use thischoice when a solution was previously proposed, not when responding to a request for is a screenshot of the radio buttons that are located above the text field:Below is a screenshot showing that a posted narrative will display the selected nature ofnarrative in the ribbon above the post, along with the date and name of the Guidelines to help with certain case types/ vehicle concerns:Incident TypeTECHNICAL INFORMATION TO BE PROVIDEDR eplacement of thepart- Photo of the number of the part replaced- Photo of the location and the issue- Photo of the faultDamage to boltassembly/nut- Photo of the condition of the bolt and nutthreads - Photo of the area where the bolt islocatedElectro-mechanical /Mechatronic /ElectricalEngine /ElectricGearboxesABS / ESP /Hybrid /ADAS- Global test (read the contexts associated with thefaults) - Parameter Measurements associated with theincident - Result of checks carried out and their resultsHarness orconnector fault- Photo of the number of the part replaced(traceability) - Photo of the location and the incident- If possible, result of this control :** Test on supposedly faulty harness on another vehicle, isit showing a fault?

6 If yes = keep the harness for returnIf no = keep the harness + connector for returnNoise and/or vibration- Audio or video file recordedwith detail of:** Type of system used = type of smartphone / microphone** The context of the sound recording (vehicle speed / typeof road / temperature / gear engaged / engine speed)- Describe the noise to better identify and understand the issueRoad handling ofthevehicle :pullingtire wear- Photo of the number of the part replaced- Photo of the incident (tire wear / fault on the partetc.) - Vehicle alignmentRadio telematics-ECU faults parameters-Software version of the telematicsPhoto or video of the incidentGPS and NavigationAll the data necessary for the "Radio telematics processing +Start and end point entered (full address)Calculation criteria (long / short / fastest route)GPS map versionTelephone /Bluetooth /MirrorscreenAll the data necessary for the "Radio telematics processing +Model and version of the connected smartphoneName and version of the application usedSoftware level / use of aftermarket chargersFluid leak :Oils / coolant /Brake Photo of the location and the incident- Describe the type of leak and if possible, photo or videoEngine oilconsumption- Data from recent services with oil change : dates, mileage,oils used- Pictures of the inside of the air line.

7 ** Turbo outlet + air inlet cooling outlet- Photo of the plugs (for gas engines)- End of compression values and leak rates of thecylinders - Oil weight sheet filled inAir conditioning- High and Low pressure values when static, then with theengine running- Value of the evaporator sensor temperature- Position of the flaps (mixing, distribution, air inlet) inthe parameter measurements- Air blower operation- Exterior temperature and value measured by the enginecoolant temperature sensor- Voltage at the compressor terminals- Control voltage of the solenoid valve (if present)Injection Issues- Keep fuel sample in case analysis is neededAirbag triggeredwithout impact- Vehicle Scan report with ORC detailed data andDTC - Photographic reportECU Download /Configuration- Explain why the ECU has been downloaded /configured - Detail the DTC code at the origin of thedecisionGuidelines for using the VOR / Vehicle Off-Road Flag in CherwellOneimportantfieldwithintheSTAR casecreationprocessistheVehicleOff-Road( VOR) ,sothatwecanensurethatcertainsituationsa ndcustomerconcerns receive prompt is very important that our technicians reference the VOR Matrix below to determine whether or not a vehicleshould truly be considered VOR, before selecting this FOR SELECTING VOR.

8 "Off Road / TowedIn" FIELD IN CHERWELLVOR = Vehicle Off RoadCommodity/PrimarySystemComponent/Sys temVORNOT VORECUECU Cannot Be FlashedAll other casesMiscellaneousCustomer Care orCustomer RetentionTeam (CRT) InvolvedandVehicle ConcernCannotBe Fixed(UnresolvedIssue)If the concern is fixedoroperates aslike-vehicleGENERALThe customer cannotusetheir vehicle andwasplaced in a loaner/courtesy transportationThe customer can stillusetheir vehicleThe customer refusestouse their vehicle orthevehicle is waitingforrepurchaseapproval /boughtbackUnsold Vehicles orDealerDemo VehiclesDriveshaft/TransBroken or SeizedAll other casesViolent noises thatcan cause damageto the partsAutomatic TransWarning Light On /Limp In Mode (stuck in2nd gear as anexample)Trans/DrivelineManual TransWarning Light onand Limp-In modeAutomatic TransDriveabilityaffected (severehesitation/slippageleading to impossibilityto drive)Transfer caseVehicle Will NotMove (forward orbackwards)BODY/CHASSISENGINE &HYBRIDD river seatRisk WindshieldWindshield broken ocracked withimpossibility to refitthe part (issue withcamera, sensors, )Seat BeltCannot Fasten / UseSeat BeltHoodCannot Close Hoodor Hood OpensUnexpectedlyWheelCovers,Bumperstrip s,Trim, Trim Parts LoosGas Door /Hybrid PlugCannot open thecover (electric plug /fuel)

9 And cannotfuel/chargevehicleDoorsDoors Do Not StayClosedBrakesBroken or SeizedSpringsBroken or SeizedShock absorber,steering rod,axle, bolts ofrunninggearfront/rearBroken or SeizedABS/ESPP ermanentillumination of ABSwarning lightTPMSP ower steeringLoss of Power SteeringWarning lightilluminationWheelsCracked WheelsEngineViolecan to thHYBRIDELECTRICALNo StarReady No StaANDele(General message onInstrument Panel"Electric mode failure,stop the car"Engine light on withloss of power or withSTOP light of power with"limp home" coolant leaksHigh VoltageBatteryImpossibility to drivein Electric mode inofficial green zone ortransportationrules (PHEV)AirbagPermanentillumination ofwarning lightWindshieldwipersNot functioningDoor locksDoors PermanentlyLocked or Unable toBe OpenedBrake lightsCritical Lights notfunctioningOther Rearlights12V batteryVisible leak on lowvoltage battery ORissue when replacingthe low voltagebattery (ECU cannotbe flashed, etc.))

10 LightingTotal absence of lighting