1.0 Purpose

1.1 To serve as instructions for an Account Manager in the event that a vehicle cannot be

programmed or becomes inoperable while under our service, or if an AM is having difficulty and

has spent more than 30 minutes attempting to program a vehicle.

2.0 Scope

2.1 All disabled or believed disabled vehicles.

2.2 Failure to follow these instructions may result in the Account Manager being both held

responsible for any costs associated with the repair of the vehicle and subject to

disciplinary action.

3.0 Procedure

3.1 Troubleshoot

3.1.1 Do NOT spend more than 30 minutes working on a vehicle. If you are having trouble try

the following suggestions before moving on:

3.1.1.1 Hard reset/disconnect battery

3.1.1.2 Check if vehicle is in “transport mode”

3.1.1.3 If both above have been tried, disconnect battery for 15 minutes then try

programming again

3.1.2 If you can not get the vehicle running or programmed within half an hour STOP and

move to next step

3.2 Call your Territory Manager

3.2.1 Our Territory Managers are very knowledgeable. Most of the time the issue you are

experiencing is one we have seen before. Your TM should be able to talk you through

the fix or help you troubleshoot. If you can not reach your TM, call your Assistant TM.

3.3 Call Operations Support Number (888) 272-4901

3.3.1 The Operations support members will get you in contact with our technical support

group. This will allow the technical support group to contact you back to provide

additional support if needed or trouble shoot the vehicle.

Prepared By James Beck Issue Date 8/10/2018

Approved By James Beck Document Number OPS_WIS_011_2.0

Please note that this document may only be considered controlled if viewed online.

Work Instruction Car Keys Express -

Disabled Vehicle

Page 2 of 2

3.4 Alert Car Keys Express Management

3.4.1 In internal go to the resources section and follow link to the disabled vehicle form.

Complete form within 24 hours of disabling the vehicle. This form will email the

operations team and provide the required information to them. A member of operations

will then contact you.

3.4.2 Link: https://goo.gl/forms/hQzBS1nnMREEUWDj2

3.5 Step 5. Alert Dealership Management

3.5.1 If unable to resolve the issue we will alert management at the dealership that there was

a problem. NEVER directly admit fault. Your Operations Manager will provide

instructions.