Upgrade Scheduling Sequence

1. A detailed schedule outlining appointment dates for each MMSA dealer will be sent to all MMSA District Service Managers. They will review with their dealers the tentative appointment date to ensure the schedule can be accommodated. The DSM will also ask dealers if Saturday appointments are an option.

2. Two weeks before the appointment date, an owner notification letter will be sent to the vehicle owner. A copy of that letter will also be sent to the applicable dealers. Within a few days of sending the letter, a Mitsubishi Customer Service representative will contact the customer by telephone to answer any questions regarding the upgrade, identify if any additional hardtop repairs are required, and confirm the appointment date. If there is a scheduling conflict, Mitsubishi Customer Service will work with the owner to identify another date. Mitsubishi Customer Service will also ask the customer to identify a convenient time for the dealer to call to discuss alternative transportation requirements and any repair needs other than the retractable hardtop. As outlined in the customer letter, Mitsubishi Customer Service will also remind the customer about the $100 gift certificate the customer will receive upon upgrade completion.

3. Mitsubishi Customer Service will fax the information that was received by phone from the vehicle owner to the dealer's Service Manager.

IMPORTANT:
During this customer contact, dealer personnel should ask the customer to bring in the Audio System security code, because the upgrade requires IOD deactivation.

4. Upon receipt of the fax, dealer personnel should contact the customer at the time specified in the fax and make all the final arrangements.

5. The ASC Service Engineer will contact the Dealer Service Manager prior to the upgrade to discuss final details.

6. Upon completion of the Spyder Upgrade, Mitsubishi Customer Service will contact the customer to assess their satisfaction with the upgrade repair. MMSA will also send a letter to the customer with a $100 American Express gift certificate.