TEILECLEARING (SI B00 03 06)

TEILECLEARING

TECHNICAL SERVICE BULLETIN

SERVICE INFORMATION

This Service Information Bulletin (Revision 6) replaces SI B00 03 06 dated July 2024. 

What's New  (Specific text highlighted):

• Claim information
• Contact information

MODEL 

All vehicles under:

• New Vehicle Limited Warranty
• Certified Pre-Owned (CPO) Program
• Demonstrator Extension - New Vehicle/SAV Limited Warranty
• Extended Vehicle Protection Programs
• Federal and California Emission Control Warranty

SITUATION

TeileClearing (TC) Team provides Specialized Technical Support that focuses on identifying and resolving product problems. The process is fully coordinated and supported by BMW development engineers and technical experts from suppliers. Quality information is gathered for faster root cause analysis and quick identification of new defects.

TEILECLEARING BENEFITS

The development of the TC process was necessitated by the fact that a large number of warranty parts were returned without fault or defect relating to the original customer complaint. Only after a defect is found can the root cause be determined, and subsequently, the defect eradication process begins.

Immediate benefits for dealers:

• Avoidance of wrong repairs
• Reduction of repeat repairs
• "Training effect": increasing knowledge through TC consultation
• Improvement of own diagnosis knowledge and methods

PROCESS

Create and submit a TC case describing in as much detail as possible the customer complaint and all diagnosis steps and measurements that resulted in the "faulty part" diagnosis.

The system used to create a TC case: TSARA (See SI B00 02 19 )

A TeileClearing specialist will respond, either confirming the need for part replacement or requesting additional tests or information.

Before creating a TC case:

• The vehicle MUST  be in the shop
• Confirm that the part identified as defective appears on the TC Actions list
• You can check in ETK if the part replacement requires a TC Case. Next to the part number and descriptions, the TC sign indicates that a TC case is required.
• Perform all the required checks: Diagnostic test plans, verifying circuit integrity, power, and grounds, and reviewing the vehicle service history, etc.
• Transmit FASTA data so that the TC specialists can see that all relevant test modules have been completed. DO NOT perform a quick delete or delete any fault memory before transmitting FASTA data.
• Consult the Shop Foreman and/or Team Leader

The technician assigned to the vehicle must have training directly related to the vehicle or system in question.

All available resources must be reviewed. These include, but are not limited to:

• Service Information bulletins
• DCS messages
• Service Roundtable
• Training Manuals
• Wiring Diagram System (WDS)
• Repair Instructions
• Functional Descriptions (FUB)

It is the center's responsibility to be familiar with all published technical information.

TC case closure & reopening information: 

• TC cases without any activity from the BMW center site will remain open for up to 5 business days
• After 5 business days, we will send you a reminder that the case will be closed 1 business day if there is still no response from the center
• BMW centers will now be allowed to reopen any case if you still need assistance for a vehicle repair as long as it is for the same issue(s) without any time limitation

CLAIM INFORMATION

Administrative payment is approved for each submitted valid TC case.

1. No TC Case Required for Out-of-Warranty Repairs:  If a vehicle is out of the warranty period, a TC case does not need to be submitted to have the repair performed or part replaced.
2. Goodwill Repairs Don't Require TC Case:  Similarly, if the repair falls under the manufacturer's Goodwill policy, meaning they are covering the cost as a courtesy even though the vehicle is out of warranty, a TC case is also unnecessary.

Warranty Claim: 

Please follow the current warranty policy and procedures.

General warranty claims processing will follow for all TC cases.

Claims submitted without an existing TC case will not be eligible for payment unless the vehicle arrived in the workshop outside of the BMW normal working hours. When submitting a warranty claim for the TC cases created during normal working hours, the TC case number must be specified in the comment section.

DO NOT CREATE A TC CASE IF THE CAR WAS REPAIRED AND IS NO LONGER IN THE WORKSHOP!

For vehicles arriving in the workshop outside the normal working hours (i.e., Saturdays and BMW National Holidays) and the repair order line item is opened the same day, creating a TC case is not mandatory. However, please note the warranty claim with the following: "TC Case created outside of BMW NA working hours."

CONTACT INFORMATION

To contact our TeileClearing management team for any TC process inquiries or current TC case escalation, send an email to Joachim.Unterlechner@bmwna.com.

TeileClearing working hours:

8:00 AM - 8:00 PM Eastern Standard Time (EST), Monday to Friday, except BMW NA holidays. The last case answered is at 7:30 PM EST.