Cost Codes

The below table shows the list of main Warranty Cost Codes.

For other Cost Codes related to specific markets, please refer to the local policies.

Cost Code 12 – Pre-Delivery

Before the delivery, and after the Hand-Over process, the workshop staff performs a complete check on new vehicles, in order to deliver to the customer a vehicle in perfect conditions and full efficiency.

During this phase all the controls provided by the Pre-Delivery Inspection checklists must be performed. These checklists are specific for each type of model and will guide through the various stages of vehicle inspection and preparation.

For further information related to Pre delivery inspection process and to find the specific checklists for Maserati models from MY21 on, please refer to the Circular Letter MAS002380.

For MC20 model refer to the Circular Letters MAS003495 and MAS002693.

For Grecale model, please consult the Circular Letter MAS003826 "Introduction to Maserati Grecale" and the Circular Letter MAS003964 "Introduction to Maserati Grecale Folgore", where it is possible to find in attachment the specific Pre-delivery inspection checklist, and the Circular Letter MAS003196.

For Granturismo e Grancabrio, please refer to the Circular Letter MAS003827 “Introduction to the new Maserati GranTurismo/ Grancabrio”. For  GranTurismo/ Grancabrio Folgore, see Circular Letter MAS004120 - Introduction to Maserati  GranTurismo/ Grancabrio Folgore”. 

Circular Letter for Indroduction to the new Maserati Grecale MAS003826 does not include the PDI check. Please refer to MAS004188 for further information.

At the end of inspection, if a repair intervention is necessary, it must be evaluated whether the issue is due to defect or due to transport damage.

In case of transport damage, it is necessary to ask for  reimbursement within 5 days from the Hand-Over. For this reason, it is important that inspection is performed as soon as possible.

When damage/ loss is considered a factory defect, the intervention can be claimed under warranty (Cost Code 12, Pre delivery).

It is possible to send a claim using cost code 12 for a limited period of time from the vehicle’s invoicing date by Maserati or by the reference Subsidiary. That period depends on local logistic conditions. Please, ask your reference ABM for indications.

In case of doubts on the damage responsibility, it is possible to open a Blue On Line ticket as “Factory Information”.

Detailed information on management of pre-delivery claims (CC 12) are available in Circular Letter MAS003588 “Warranty policy for Pre-Delivery requests”.

For indications on the correct drafting of BOL reports relating to cosmetics defects found during the PDI, please see the circular Letter “MAS003890 – BOL best practices – aesthetic defects detected in PDI”.

For more information about transport damages, please refer to the Circular Letter MAS003589 “Hand Over and Transport Damage procedure”.

Cost Code 16 - Contractual Warranty

The cost code 16 must be used to claim the reimbursement for repairs (parts and labour) performed in the event of factory defects, during the warranty validity period.

Maserati provides to customers a 36 months unlimited mileage contractual warranty (48 months/ 50.000 miles for USA, Canada and Puerto Rico), that starts from the warranty activation date, reported on the warranty booklet.

The repairs must be reimbursed under contractual warranty only if performed by Maserati Authorized Repairers.

The warranty for the repairs reimbursed in Cost Code 16 follows the warranty of the vehicle.

For example:

If the repair is performed when the vehicle is 30 months old, the warranty on the repairs expires at the end of the 36th month of vehicle life, when the vehicle warranty expires.

Cost Code 21 – Spare Parts Warranty

Maserati genuine spare parts and accessories supplied and fitted by an Authorized Maserati Dealer at customer’s expense carry a twelve (12) months unlimited warranty from the fitting date. This warranty covers the replacement cost of the parts and the labour cost to fit the replacement part.

Only for Europe:

• Spare parts and accessories purchased by a Customer starting from January 2019 and fitted by a Maserati Dealer will have a 2 years warranty coverage both on parts and labour, starting from the fitting date;
• Spare parts and accessories purchased by a Customer or by a Not Authorized repairer starting from January 2019 and fitted outside the Maserati Network will have a 2 years warranty coverage only on parts, starting from the parts invoicing date to the customer or not authorized repairer.

For all spare parts purchased outside of the time ranges specified on this circular letter, Maserati S.p.A. will continue to cover 1 year warranty.

When a claim for parts replaced at customer’s charge is submitted, always Cost Code 21 must be used, even if the contractual warranty (36 months/ unlimited mileage) or the extended warranty, if present, is still active. 

A copy of invoice and/or Repair Order related to the paid intervention, with indication of replacement date, must be attached to the claim.

For parts included in the Pre-Approval and wear & tear lists, it is also necessary to open a Blue on Line ticket, according to the policy provisions.

The warranty on parts is valid only at dealers belonging to the Maserati Network, therefore replacements performed by not-authorized repairers will not reimbursed.

In case of spare parts sold over the counter then fitted outside the Maserati Network, an official Maserati dealer must analyze the vehicle in order to confirm a defect in material or a problem due to improper installation.

If the spare part defect is confirmed, the dealer must attach to the Service Entry the purchase invoice of the customer (or not authorized repairer) and pictures to show the defect, declaring the check carried out to verify the issue.

In that case, Maserati will reimburse the costs for the part and the check performed to confirm the issue.

Otherwise, if the dealer, after the check, does not confirm the defect of the part, the customer will be responsible for the cost of the check and Maserati will not reimburse the spare part.

Cost Codes 22 & 28 - Goodwill

A “Goodwill” (Cost Code 22 “Technical Goodwill” or Cost Code 28 “ABM Goodwill”) consists of the reimbursement by Maserati for repairs performed on a vehicle covered by no warranty, because of expiration or voidance.

Cost Code 22 and Cost Code 28 must be used only in case of technical anomaly.

Maserati can give a goodwill in order to guarantee the customer satisfaction, in the following cases:

•known technical issues that occur on vehicles not covered by warranty (because of expiration or voidance). The updated list of known issues for which a possible goodwill gesture is evaluated is reported in the Circular Letter MAS003091.

•repeated technical issues occurred during the warranty validity period but not solved during the warranty validity period.

To ask a goodwill it is always necessary to open a Blue On Line ticket. In case of need of technical support and for components in Prior Approval or Tutorship lists, dealer must open a BOL for “Technical Support”. 

Refer to Circular Letter MAS003754 “Maserati Tutorship Process Update” to check all the components subjected to “Tutorship”.

The BOL Help Desk could give the authorization to submit claim in Cost Code 22.

If repair cannot be covered by Cost Code 22, the BOL specialist will direct the dealer to the ABM for further goodwill evaluation. In case of goodwill granted by the ABM, dealer will submit a claim in Cost Code 28, enclosing the authorization e-mail into the claim.

Otherwise, dealer can ask contribution for the repair directly to the reference ABM, opening a ticket BOL as “Request for Authorization”. If the ABM grants a contribution, dealer will proceed with the claim submission in ModisCS+, using Cost Code 28.

In both kinds of BOL ticket, the “reason why” of goodwill request must be reported. 

The reimbursement for parts and labour must be requested filling the related sections in the claim.

Requests submitted using the field in the Sublet section will not be reimbursed.

In case of contribution in terms of goodwill, it is necessary to point out clearly on the invoice

the percentage of contribution recognized. Dealer must use the word 'goodwill' and not the word “warranty”.

It is however important to note that goodwill is not a contractual right; it must be seen as a grant from Maserati to maintain customer satisfaction in certain particular cases.

Cost Codes 23 & 24 - Campaigns and FOTA

A Service Campaign (Expense Code 23) is a product improvement effort by Maserati and concerns non-safety related components.

Service Campaigns are divided into:

Rapid Update (RU) → action through which Maserati wants to introduce a product improvement. It must be carried out obligatorily the first time the car enters into service.

Customer Service Notification (CSN) → upgrading action that Maserati wants to take action for before the customer enters the workshop on his own. With a powerfully proactive approach, the customer is contacted in the most effective way depending on the circumstances (phone call, letter, sms, email, etc.). These contact details will be defined and communicated every so often in dedicated communication. This must be done without fail.

Service campaigns, whether RU or CSN, must be carried out on the car as long as it is open. Once closed*, claims under warranty are no longer accepted, but the campaign may still be carried out at the customer's expense.

Recall actions (Expense Code 24) are called Customer Legal Recall (CLR).

CLRs are campaigns that deal with safety issues or restore consistency with the various local regulatory requirements. In this case, the customer must be contacted by means of an official communication. These actions are mandatory.

* A Service Campaign is closed when the planned intervention has been carried out on all the cars involved or when most of the interventions have been carried out and, after an average period of validity of several months, no further interventions have been recorded. 

Service Campaigns and Recall Campaigns are managed in the same way; each one will require a valid campaign number. All campaigns can only be run on the specific vehicles entered in the campaign databases.

All dealers must check on ModisCS+ whether there are any recall and/or service campaigns open for all cars arriving at the workshop as well as for cars in stock at the dealerships.

Before handover to the customer, all Maserati cars in stock, new or used, must be checked again for open campaigns.

All campaign newsletters must be reviewed in detail before the operation.

Campaigns are considered done when the warranty claim is confirmed. Warranty claims for campaigns must be sent within at most 7 days after the closing of the respective work order to prevent another Maserati workshop from repeating the operation again. Should this occur, the repairer who sent the claim first will be reimbursed.

IMPORTANT NOTE: Please note that all campaigns, whether RU, CSN or CLR, must be carried out. Whenever a car enters the workshop, the Dealer is required to check the "Campaigns" tab in Service Entry and carry out all open actions on the VIN.

It should also be noted that the colour blue is only for the purpose of highlighting actions which will block any other claims opened in the same Service Entry if they are not performed. 

Please refer to the Circular Letters for further information:

Firmware On The Air (FOTA) activities

Starting from MY21 vehicles, Maserati, in collaboration with its technical partners, has implemented a technology allowing customers to update some vehicle control modules autonomously, at the touch of a finger on the display, as is the case with other everyday devices, from mobile phones to SmartTVs.

These updates are called FOTA (Firmware Over The Air) and are currently available for the modules directly involved with vehicle connectivity, namely TBM and ETM.

Should a customer fail to run the update, the vehicle can still be updated through traditional channels (MD EVO, USB flash drive, etc.) requesting warranty claim using expense code 23.

All FOTA action will be communicated by means of an official campaign briefing and the publication of a specific Newsletter, which will include details on the specific methods to be used for each action.

Furthermore, FOTA actions will be clearly identified on the Service Entry “Campaigns” tab. Active FOTA campaigns will be highlighted on a dark grey background, while those already run will be marked with the description “FOTA UPDATE'” in the “Dealer” field.

For more information on FOTA actions, refer to the Circular Letters:

Campaign on EFM vehicles

The EFMs are vehicles exported from/to countries with different warranty conditions compared to the original ones.

The dealer can open the Service Entry without asking for unlocking but cannot send any warranty claims except for those related to Service Campaigns CC23 and Recall Campaigns CC24.

In particular, recall campaigns CC24 must be performed in the standard way, while service campaigns CC23 must be performed at customer’s charge. Dealer must track the intervention into ModisCS+/Service Entry and can ask only the reimbursement of the administrative cost (Labour code 0200200; Cost code: 23).

For further information, see the Circular Letter MAS000461 “Policy update for Service Entry and warranty claims for vehicles with EFM flag”.

The dealer can open the Service Entry without asking for unlocking but cannot send any warranty claims except for those related to Service Campaigns CC23 and Recall Campaigns CC24.

in particular, recall campaigns CC24 must be performed in the standard way, while service campaigns CC23 must be performed at customer’s charge

Campaigns on Crashed vehicles

For vehicles that have suffered a severe damage as a result of an accident, the warranty expires if:

• it is not possible to repair the vehicle;
• the customer does not authorize the repair;
• the customer commits the vehicle’s repair to a not authorized dealer that cannot guarantee the quality of the repair.

If a vehicle flagged as crashed (warranty locked) enters a Maserati workshop and the service advisor verifies that there are open campaigns for that vehicle:

• the Service Campaigns can be performed at customer’s charge. The dealer must track the intervention opening a Service Entry and can ask only the reimbursement of the administrative cost (labour code 0200200);
• the Recall Campaigns can be performed under warranty.

If there are evidences that the vehicle has been repaired by a Maserati dealer(that certifies the quality of the repair) the warranty can be unlocked.

Please, contact your ABM or Subsidiary’s Warranty Department (only for dealers that refer to Subsidiaries) to lock or unlock the warranty for crashed vehicles. 

Cost Code 25 - Maserati Certified Pre-Owned (CPO) Program

The Maserati Certified Pre-Owned (CPO) program offers up a 2 years complete warranty and it is available exclusively for used vehicles re-sold by Maserati Authorized dealers.

To qualify as a Maserati Certified Pre-Owned vehicle, vehicles must undergo a 121-point inspection. This inspection must be performed by an Authorized Maserati dealer and it is reimbursed by Maserati.

If, following the vehicle inspection, it will be necessary to perform repairs or refurbishments, dealer will be able to order parts at a discounted rate. Any repair intervention will remain at dealer’s expenses.

The cost of inspection and interventions performed after the program activation will be reimbursed by Maserati under submission of a claim with Cost Code 25 in ModisCS+/ Service Entry+.

For more details on terms, activation and costs of CPO programs, please contact your reference CPO responsible.

Cost Code 26 - Commercial Gesture

Maserati may decide to offer a Commercial Gesture (Cost Code 26) to a customer when an issue related to his vehicle risks reducing the customer satisfaction.

The Commercial Gesture consists in offering gift (pre-paid maintenance, accessories installation, extension warranty activation, discounts on services, etc.).

Maserati can decide to approve the Commercial Gesture in the following cases:

• Repeated technical issues on vehicles which required customer management
• Dislike
• Bad quality of service
• Delay in repair

Examples of spending out of scope:

• Case already managed by Customer Care
• Mistake in delivery
• Bad quality of road side assistance
• Complaint on Customer satisfaction survey (CSI)

Where dealer considers the commercial gesture applicable, he asks the ABM for it. Maserati SpA will then proceed with the evaluation of customer and VIN history and/or current situation in order to define if customer is eligible.If customer is eligible, dealer is informed about the granted commercial gesture and proceeds with the submission of claim using the Cost Code 26. In the claim (in the BOL, if present) the “reason why” the commercial gesture is required must be  reported.

Cost Code 29 - CRM Goodwill

The CRM Goodwill can be granted by the Customer Care in agreement with the ABM to customers who had a bad experience with the product, the company or the services provided (therefore one SFDC case must be opened for each cost code 29 claim).

Examples of appropriate spending:

• cases with small but comprehensible concerns, without solution
• repairs not performed within the provided and/or agreed times
• repeated technical issues on vehicles
• delay and/or mistake in delivery (i.e., New Vehicle delivery)
• bad quality of roadside assistance
• complaint on Customer satisfaction survey (CSI)
• delay in Customer assistance

Examples of spending to be avoided:

• The Customer has not been loyal to the Company, dealer network, not respected warranty indications such as maintenance, original parts, etc.

Customer care, with the support of ABM and dealer, evaluates if CRM goodwill is applicable and, in case of a positive evaluation, informs dealer and customer.

Claims for CRM Goodwill must be submitted from Dealer in ModisCS+ using Cost Code 29. In the claim notes must be entered the SFDC case number. SFDC case must contain all relevant information (issue, actions taken and reason of CRM Goodwill). Then claim must be approved by the ABM.

Cost Code 35 – Pre-paid Programmes

Dealers must submit claims in Cost Code 35 to ask for the reimbursement for:

• interventions included in the Pre-paid Maintenance Programmes
• Pick up & Delivery Programme (where available and applicable)
• Loaner car programme

The Maserati Pre-paid Maintenance programmes are available for Ghibli, Quattroporte and Levante models, in Premium and Premium Plus versions.

For more information about Pick up & Delivery and Loaner Car Programmes, please refer to the Circular Letter MAS002916 “New Pick-Up & Delivery and Loaner Car programmes”

Cost Code 36 – Warranty Extensions

At the end of the contractual warranty, it is possible to activate warranty extensions which, in case of damages and/or faults, ensure a complete coverage or a limited coverage.

“Maserati Extended Warranty” is a complete warranty extension, since it offers the same coverage of the contractual warranty (bumper to bumper) and can be activated for vehicles with 36 month contractual warranty.

“Maserati Limited Extended Warranty” is valid only for the engine and transmission assemblies (drive-line) and can be activated on vehicles covered by a earlier Maserati Extended Warranty.

All reimbursement claims for vehicles covered by extended warranty, complete or limited, must be submitted in ModisCS+ with Cost Code 36.

For more details on coverage, exclusions and activation, please contact the Parts & Service Customer Programs team.

Cost Code 62 – Consumer Protection Law

A request under Cost Code 62, in the form of a cash&keep or a contribution for a trade-in or buy-back, can be considered in case of: 

• Relevant and/or unsolvable technical faults 
• Reasons based on history of both vehicle and Customer 
• Legal Agreement / Court 
• Local Customer Protection law 

If customer is considered eligible, Customer Care advises dealer and customer which must sign an agreement to renounce to complain again (the agreement must be attached to SFDC case). 

Then the reference Customer Care Department inserts a claim in ModisCS+ using Cost Code 62. 

Cost Code 75 – Roadside Assistance

Cost Code 75 – Roadside Assistance Services

In this area, Cost Code 75 is used to reimburse  alternative transportation services both to the Maserati Dealers and to the  Roadside Assistance Provider.

In particular, the following services are reimbursed through  Cost Code 75:

•courtesy cars provided by the European dealers (Loaner cars); the reimbursement to the dealers is made through  Modis by submitting a claim in cc75 and it is managed by the local ABMs.

For details on claim management, please refer to:

o MAS001225

o MAS001674 (MAS001612 for Italy)

o MAS001746 (MAS001709 for Italy)

o For further information on courtesy car services, refer to the Circular Letter MAS003522 "Loaner car policy 2023" and MAS003523 “Loaner car policy 2023 - MEA”.

• Roadside Assistance Services are offered to Customers through the Roadside Assistance provider. The management of the claims submitted in Modis by the RSA European provider is carried out by Maserati HQ.

• Battery jump start service for vehicles with an active warranty only; 2,5 hours of labour are reimbursed under warranty (MAS003278, only for European markets) and the claim is managed by the relevant ABM.

Cost Code 76 – Loaner for Maintenance (EUROPE Only, MEA Excluded)

The claims for the reimbursement of Loaner Cars provided in case of Maintenance, are managed under the Cost Code 76.

Once you have selected the Loaner Car for Maintenance in Service Entry, the claim for 1 day reimbursement will be automatically created using the Cost Code 76 and, if the criteria reported in the Circular Letter MAS003522 “Loaner car Policy 2023 “ are met, it can be submitted.

The new Cost Code has been introduced by the Circular Letter MAS003240 “Loaner Cars for Maintenance – New Cost Code”,