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Product Field Action Reimbursements - 06/08/2011
... by GM to address specific vehicle concerns or federal regulatory requirements. Since 2003, if a customer received notice that their vehicle was involved in a field action that they already paid to have repaired, they could get reimbursed through a contact...
Reimbursement Request - 11/29/2018
When presented with a customer request for a special coverage or recall reimbursement always review the parameters outlined within the bulletin, as well as IVH, confirming vehicle involvement. Specifically review the section contained within the bulletin...
Customer Reimbursement - 09/22/2020
All customer reimbursements require a rationale in support of the claim and entry of a logical explanation in the complaint/cause/correction field of the transaction, including the customer’s description of the event that caused the out of pocket...
customer reimbursement - 08/23/2018
need clarity on how to submit for customer reimbursementFormat: Video
Special Cover N182188930 - No Customer Reimbursement - 02/13/2019
Hello,So there's no customer reimbursement for this special coverage. Has anyone else come across this? I contacted the DBC and they said there was no customer reimbursement for this. I refered to the statement: "Vehicle owners...
Customer reimbursement - 05/22/2019
I am doing a first of this kind of claim. Customer came in for a repair, and we charged them $$$ for diag. etc. Fixed what we thought was wrong.Since then they went elsewhere and got it repaired again with supposedly the correct repair.We are...
CUSTOMER REIMBURSEMENT - 06/28/2019
OUT OF POCKET EXPENSESFormat: Video
CUSTOMER REIMBURSEMENT - 10/16/2019
A customer came in back in July to have a repair done and now there is a Special Coverage for it. His vehicle is within the time parameters, he should be reimbursed. BUT....I have no clue how to do this and I am losing my mind trying to figure...
customer reimbursement claim - 12/20/2019
looking for the process for customer reimbursement for repairs that were paid (customer pay) but is now a special policy
customer reimbursement claim - 12/20/2019
looking for the process for customer reimbursement for repairs that were paid (customer pay) but is now a special policy
Customer reimbursement - 05/14/2020
We had a customer come in and we replaced wheel hubs and bearings. The advisor, for some unknown reason, billed it as customer pay when it should have been warranty. This customer has a charge account, so it wasn't caught until about a week later....
Customer Reimbursement - 06/08/2020
This is my first customer reimbursement. I thought i had figured everything out until it ask me for the tech #. we did not do any work on this car so what would i put in this spot??
Customer Reimbursement/Special Coverage - 10/26/2021
HiI have a question regarding a reimbursement to a customer for something that should have been claimed under warranty. Customer came in and we performed the replacement of the valve cover and was charged for the repair which was later found to have a...
Customer Reimbursement for old recalls - 02/11/2022
HiI was just wondering if GM is still paying the customer for a part that is removed and permanently disabled as in the case of recall 10153 and the removal of the heated windshield washer module. It shows $100 to go to them. This recall is going back...
Exception to the rule for customer reimbursement? - 11/22/2022
I have a customer who is from another state that faxed a copy of an invoice (that was also faxed to him by the company) that is requesting reimbursement. In Service P&P the only copies accepted (page 111) for reimbursement are for special...
Customer reimbursement on special coverage - 08/15/2023
We have a customer who had the purge valve replaced in January of 2023 by us. Since then her vehicle became covered by N232395300. She came in requesting to be reimbursed. When a reimbursement is done then normally it is for the amount...
Customer Reimbursement - 09/05/2023
HiWe have a claim here where we should have processed it as a parts warranty. The advisor charged the customer in error and now we need to reimbursement the customer. How would I submit this claim? I am being told that I can submit it as a customer reimbursement...
Re: Customer reimbursement - 09/26/2011
The way I read the bulletin it only has to be a GM part that was replaced and doesn't matter where they got it installed. Correct?
Re: Customer reimbursement - 09/26/2011
I WOULD THINK IT HAD TO BE A GM PART TO GET REIMBURSED...
Customer reimbursement - 09/21/2011
I have a customer who had service work done at a "mom and pop" shop. he later found the repair was covered by GM under a special coverage 10054. He is looking to have GM reimburse the 50% of the repair, as it says in the letter GM sent him. How does...
Re: Customer reimbursement - 09/21/2011
Just read the previous post for this special coverage - ooops! I'll handle it that way and see what happens!
Re: Customer reimbursement - 10/18/2011
It did have to be a GM part only, it got covered for the 50% of the repair
Customer reimbursement - 02/21/2012
I have a similar situation, except it isn't for the special coverage. Customer had a hub bearing replaced at an aftermarket shop and is still covered under powertrain. They did use a GM part, so I just need to put the claim in and put the dollar amount...
Re: Customer reimbursement - 02/21/2012
yes you would put the dollar amount in the customer reimbursement field...hope this helps..
Re: Customer reimbursement - 02/21/2012
Thanks Conny!
... by GM to address specific vehicle concerns or federal regulatory requirements. Since 2003, if a customer received notice that their vehicle was involved in a field action that they already paid to have repaired, they could get reimbursed through a contact...
Reimbursement Request - 11/29/2018
When presented with a customer request for a special coverage or recall reimbursement always review the parameters outlined within the bulletin, as well as IVH, confirming vehicle involvement. Specifically review the section contained within the bulletin...
Customer Reimbursement - 09/22/2020
All customer reimbursements require a rationale in support of the claim and entry of a logical explanation in the complaint/cause/correction field of the transaction, including the customer’s description of the event that caused the out of pocket...
customer reimbursement - 08/23/2018
need clarity on how to submit for customer reimbursementFormat: Video
Special Cover N182188930 - No Customer Reimbursement - 02/13/2019
Hello,So there's no customer reimbursement for this special coverage. Has anyone else come across this? I contacted the DBC and they said there was no customer reimbursement for this. I refered to the statement: "Vehicle owners...
Customer reimbursement - 05/22/2019
I am doing a first of this kind of claim. Customer came in for a repair, and we charged them $$$ for diag. etc. Fixed what we thought was wrong.Since then they went elsewhere and got it repaired again with supposedly the correct repair.We are...
CUSTOMER REIMBURSEMENT - 06/28/2019
OUT OF POCKET EXPENSESFormat: Video
CUSTOMER REIMBURSEMENT - 10/16/2019
A customer came in back in July to have a repair done and now there is a Special Coverage for it. His vehicle is within the time parameters, he should be reimbursed. BUT....I have no clue how to do this and I am losing my mind trying to figure...
customer reimbursement claim - 12/20/2019
looking for the process for customer reimbursement for repairs that were paid (customer pay) but is now a special policy
customer reimbursement claim - 12/20/2019
looking for the process for customer reimbursement for repairs that were paid (customer pay) but is now a special policy
Customer reimbursement - 05/14/2020
We had a customer come in and we replaced wheel hubs and bearings. The advisor, for some unknown reason, billed it as customer pay when it should have been warranty. This customer has a charge account, so it wasn't caught until about a week later....
Customer Reimbursement - 06/08/2020
This is my first customer reimbursement. I thought i had figured everything out until it ask me for the tech #. we did not do any work on this car so what would i put in this spot??
Customer Reimbursement/Special Coverage - 10/26/2021
HiI have a question regarding a reimbursement to a customer for something that should have been claimed under warranty. Customer came in and we performed the replacement of the valve cover and was charged for the repair which was later found to have a...
Customer Reimbursement for old recalls - 02/11/2022
HiI was just wondering if GM is still paying the customer for a part that is removed and permanently disabled as in the case of recall 10153 and the removal of the heated windshield washer module. It shows $100 to go to them. This recall is going back...
Exception to the rule for customer reimbursement? - 11/22/2022
I have a customer who is from another state that faxed a copy of an invoice (that was also faxed to him by the company) that is requesting reimbursement. In Service P&P the only copies accepted (page 111) for reimbursement are for special...
Customer reimbursement on special coverage - 08/15/2023
We have a customer who had the purge valve replaced in January of 2023 by us. Since then her vehicle became covered by N232395300. She came in requesting to be reimbursed. When a reimbursement is done then normally it is for the amount...
Customer Reimbursement - 09/05/2023
HiWe have a claim here where we should have processed it as a parts warranty. The advisor charged the customer in error and now we need to reimbursement the customer. How would I submit this claim? I am being told that I can submit it as a customer reimbursement...
Re: Customer reimbursement - 09/26/2011
The way I read the bulletin it only has to be a GM part that was replaced and doesn't matter where they got it installed. Correct?
Re: Customer reimbursement - 09/26/2011
I WOULD THINK IT HAD TO BE A GM PART TO GET REIMBURSED...
Customer reimbursement - 09/21/2011
I have a customer who had service work done at a "mom and pop" shop. he later found the repair was covered by GM under a special coverage 10054. He is looking to have GM reimburse the 50% of the repair, as it says in the letter GM sent him. How does...
Re: Customer reimbursement - 09/21/2011
Just read the previous post for this special coverage - ooops! I'll handle it that way and see what happens!
Re: Customer reimbursement - 10/18/2011
It did have to be a GM part only, it got covered for the 50% of the repair
Customer reimbursement - 02/21/2012
I have a similar situation, except it isn't for the special coverage. Customer had a hub bearing replaced at an aftermarket shop and is still covered under powertrain. They did use a GM part, so I just need to put the claim in and put the dollar amount...
Re: Customer reimbursement - 02/21/2012
yes you would put the dollar amount in the customer reimbursement field...hope this helps..
Re: Customer reimbursement - 02/21/2012
Thanks Conny!
Re: Customer reimbursement - 02/21/2012
you are so welcome!!hope that works !
Customer Reimbursement - 07/26/2013
... dealership and wanted to be reimbursed. We sent all paper work to DMA and he said to give him the reimbursement. My question is how do I submit the claim? ...
Re: Customer Reimbursement - 07/30/2013
YOU SUBMIT THE CLAIM USING THE CLOSEST LABOR OP FOR THE REPAIR PERFORMED AND ENTER THE AMOUNT YOU REIMBURSED HIM IN THE REIMBURSEMENT FIELD AND THE CHECK NUMBER IN THE INVOICE FIELD. YOU MUST HAVE A COPY OF THE BILL HE PAID AS WELL AS EITHER A COPY OF...
Re: Customer Reimbursement - 08/09/2013
Actually, you need to retain the ORIGINAL bill, and give the customer back a copy.
Customer Reimbursement Claim - 03/23/2017
Ok, so I'm still pretty new at being a warranty admin. and I haven't came across a customer reimbursement claim yet. My service director just gave me a customer's information for a vehicle they bought from us a couple months ago and a case number from...
Customer Reimbursement - 06/30/2011
A seemingly satisfied, just out of warranty, customer has just paid and picked up their vehicle after a customer pay service repair. After leaving the dealership, the customer has the opportunity to think about the repair, the expense associated with...
Customer Reimbursement - 02/20/2018
All customer reimbursements require a rationale behind the reimbursement and entry of a logical explanation in the complaint/cause/correction field of the transaction, including the customer’s description of the event that caused the out of pocket...
Batteries & Customer Reimbursement - 07/29/2015
If the customer's battery is available, the battery must be tested with the Midtronics code documented on the job card and entered into the labor operation dependency field of the transaction. If the battery is not available, the term REIMBURSEMENT, is...
Forum - 09/26/2019
Customer reimbursement would be 145.27.
Field Actions and Special Coverage Reimbursements - 06/19/2013
... that caused the need for the field action and what will be done to correct it. Occasionally, the customer has already experienced the condition and paid to have it repaired. Included in their notification letter is a Product Field Action Customer Reimbursement...
Reimbursing Customers for Product Field Actions - 01/19/2012
... There are a variety of different recall categories such as safety, emissions, noncompliance, and customer satisfaction, and a recall typically never expires. Special coverage adjustments are an extension of the warranty for a specific component or system...
What Would You Do - 03/15 - 02/23/2015
... the second line addressed recall 14116, Electric Power Steering Assist, the third line was a customer reimbursement for a previous power steering assist repair, and the final line was a customer reimbursement for a previous brake lamp repair. The two...
Re: What Would You Do - 03/15 - 02/24/2015
... the second line addressed recall 14116, Electric Power Steering Assist, the third line was a customer reimbursement for a previous power steering assist repair, and the final line was a customer reimbursement for a previous brake lamp repair. The two...
Forum - 08/15/2023
Reference Service Policies & Procedures Article 10.11 Product Field Action Customer Reimbursement Procedure: All reasonable and customary costs to correct the condition described in the product field action bulletin should be considered for reimbursement....
Forum - 05/26/2020
A new job card would be opened for the customer reimbursement referencing the original customer pay invoice. Attach a copy of the original repair order that was billed as customer pay to support the reimbursement. The reimbursement transaction would...
Changes to Special Coverage 10054 - 07/30/2013
... 2010 and was unusual in that it was the only Special Coverage adjustment GM created that required customer participation; the customer was responsible for 50% of the cost of the service. Effective immediately, the service is being entirely reimbursed...
Dealership Empowerment and Correct Documentation - 01/19/2012
Sometimes we lose track of the purpose of dealership empowerment. The intent is really quite simple; it's all about customer retention. Most customers who are happy with how they are treated at your dealership will be loyal to your dealership and the...
Dealership Empowerment - 01/11/2016
... track of the purpose of dealership empowerment. The intent is really quite simple; it's all about customer retention. Most customers who are happy with how they are treated at your dealership will be loyal to your dealership and the GM brand. Let's face...
P&P Article 6.1.12 - 01/24/2013
The latest update to P&P addresses the Product Field Action Customer Reimbursement Procedure. If a customer incurs a repair expense to have a condition corrected before a product field action is announced, they may be eligible for reimbursement. The...
Forum - 10/24/2017
Submit for the reimbursement using the labor operation for the rear drums with the amount being reimbursed in the Customer Reimbursement field of the transaction. You may claim a $20 Administrative Allowance for all Customer Reimbursement transactions. Reference...
Forum - 03/02/2020
... This policy applies to all product field action or special coverage bulletins that offer customer reimbursement regardless of when the bulletin was released. It also supersedes GM’s previous policy of restricting customer reimbursement to the amount...
Forum - 01/08/2019
... performed - with no parts or labor claimed. A $20 administrative allowance may be claimed for all customer reimbursement transactions. Enter the reimbursement amount in the Net Item/Customer Reimbursement field with the reimbursement check number noted....
Re: Warranty after the customer paid! - 04/08/2011
This should be handled as a customer reimbursement. Information regarding the customer reimbursement process is available in the P&P...Articles 1.6.2.3 and 1.5.15. Generate a new job card with the appropriate labour operation for the repair performed...
Forum - 02/19/2018
Additional information re: Customer Reimbursement is available in the Service Policies & Procedures Manual Article 3.2.18.
Forum - 03/27/2018
wendythomas: refer to Service Policies & Procedures Manual - General Information Article 3.2.18 for detail on customer reimbursement.
you are so welcome!!hope that works !
Customer Reimbursement - 07/26/2013
... dealership and wanted to be reimbursed. We sent all paper work to DMA and he said to give him the reimbursement. My question is how do I submit the claim? ...
Re: Customer Reimbursement - 07/30/2013
YOU SUBMIT THE CLAIM USING THE CLOSEST LABOR OP FOR THE REPAIR PERFORMED AND ENTER THE AMOUNT YOU REIMBURSED HIM IN THE REIMBURSEMENT FIELD AND THE CHECK NUMBER IN THE INVOICE FIELD. YOU MUST HAVE A COPY OF THE BILL HE PAID AS WELL AS EITHER A COPY OF...
Re: Customer Reimbursement - 08/09/2013
Actually, you need to retain the ORIGINAL bill, and give the customer back a copy.
Customer Reimbursement Claim - 03/23/2017
Ok, so I'm still pretty new at being a warranty admin. and I haven't came across a customer reimbursement claim yet. My service director just gave me a customer's information for a vehicle they bought from us a couple months ago and a case number from...
Customer Reimbursement - 06/30/2011
A seemingly satisfied, just out of warranty, customer has just paid and picked up their vehicle after a customer pay service repair. After leaving the dealership, the customer has the opportunity to think about the repair, the expense associated with...
Customer Reimbursement - 02/20/2018
All customer reimbursements require a rationale behind the reimbursement and entry of a logical explanation in the complaint/cause/correction field of the transaction, including the customer’s description of the event that caused the out of pocket...
Batteries & Customer Reimbursement - 07/29/2015
If the customer's battery is available, the battery must be tested with the Midtronics code documented on the job card and entered into the labor operation dependency field of the transaction. If the battery is not available, the term REIMBURSEMENT, is...
Forum - 09/26/2019
Customer reimbursement would be 145.27.
Field Actions and Special Coverage Reimbursements - 06/19/2013
... that caused the need for the field action and what will be done to correct it. Occasionally, the customer has already experienced the condition and paid to have it repaired. Included in their notification letter is a Product Field Action Customer Reimbursement...
Reimbursing Customers for Product Field Actions - 01/19/2012
... There are a variety of different recall categories such as safety, emissions, noncompliance, and customer satisfaction, and a recall typically never expires. Special coverage adjustments are an extension of the warranty for a specific component or system...
What Would You Do - 03/15 - 02/23/2015
... the second line addressed recall 14116, Electric Power Steering Assist, the third line was a customer reimbursement for a previous power steering assist repair, and the final line was a customer reimbursement for a previous brake lamp repair. The two...
Re: What Would You Do - 03/15 - 02/24/2015
... the second line addressed recall 14116, Electric Power Steering Assist, the third line was a customer reimbursement for a previous power steering assist repair, and the final line was a customer reimbursement for a previous brake lamp repair. The two...
Forum - 08/15/2023
Reference Service Policies & Procedures Article 10.11 Product Field Action Customer Reimbursement Procedure: All reasonable and customary costs to correct the condition described in the product field action bulletin should be considered for reimbursement....
Forum - 05/26/2020
A new job card would be opened for the customer reimbursement referencing the original customer pay invoice. Attach a copy of the original repair order that was billed as customer pay to support the reimbursement. The reimbursement transaction would...
Changes to Special Coverage 10054 - 07/30/2013
... 2010 and was unusual in that it was the only Special Coverage adjustment GM created that required customer participation; the customer was responsible for 50% of the cost of the service. Effective immediately, the service is being entirely reimbursed...
Dealership Empowerment and Correct Documentation - 01/19/2012
Sometimes we lose track of the purpose of dealership empowerment. The intent is really quite simple; it's all about customer retention. Most customers who are happy with how they are treated at your dealership will be loyal to your dealership and the...
Dealership Empowerment - 01/11/2016
... track of the purpose of dealership empowerment. The intent is really quite simple; it's all about customer retention. Most customers who are happy with how they are treated at your dealership will be loyal to your dealership and the GM brand. Let's face...
P&P Article 6.1.12 - 01/24/2013
The latest update to P&P addresses the Product Field Action Customer Reimbursement Procedure. If a customer incurs a repair expense to have a condition corrected before a product field action is announced, they may be eligible for reimbursement. The...
Forum - 10/24/2017
Submit for the reimbursement using the labor operation for the rear drums with the amount being reimbursed in the Customer Reimbursement field of the transaction. You may claim a $20 Administrative Allowance for all Customer Reimbursement transactions. Reference...
Forum - 03/02/2020
... This policy applies to all product field action or special coverage bulletins that offer customer reimbursement regardless of when the bulletin was released. It also supersedes GM’s previous policy of restricting customer reimbursement to the amount...
Forum - 01/08/2019
... performed - with no parts or labor claimed. A $20 administrative allowance may be claimed for all customer reimbursement transactions. Enter the reimbursement amount in the Net Item/Customer Reimbursement field with the reimbursement check number noted....
Re: Warranty after the customer paid! - 04/08/2011
This should be handled as a customer reimbursement. Information regarding the customer reimbursement process is available in the P&P...Articles 1.6.2.3 and 1.5.15. Generate a new job card with the appropriate labour operation for the repair performed...
Forum - 02/19/2018
Additional information re: Customer Reimbursement is available in the Service Policies & Procedures Manual Article 3.2.18.
Forum - 03/27/2018
wendythomas: refer to Service Policies & Procedures Manual - General Information Article 3.2.18 for detail on customer reimbursement.
Re: not compatible to ltg - 03/05/2013
IF I AM NOT MISTAKEN THERE SHOULD BE A LABOR OP ON THE SPA BULLETIN FOR THE CUSTOMER REIMBURSEMENT..
Forum - 01/21/2020
Refer also to General Information Policy and Procedure Article 3.2.17 for policies pertaining to customer reimbursement (including special coverage/recalls).
customer seeks reimbursement - 05/03/2011
Have a customer that had to have a battery replacement done at Sears Auto Center & is now seeking reimbursement ...... what labor op would I use ????
Re: customer seeks reimbursement - 05/03/2011
you would use the Battery labor op N0110 and put the reimbursement amount in net..and put in comments the reason for the refund..hope this helps
Return/Reimbursement of Customer Owned Media - 11/29/2016
Electronic Service Centers attempt to retrieve and return customer owned CDs, DVDs or NAV discs that have gotten stuck, jammed, or damaged in a returned unit. If the media is not returned in a reasonable amount of time, the dealer may reimburse the customer...
Authorization Timing - 06/30/2015
... performed. Service management authorization for OLH, added operation, repeat repairs-comeback, and customer signature not available, are all required prior to work being performed. If missed or omitted during the repair process, it cannot be added after...
Bulletin Updates - 01/21/2015
Bulletin 11-00-89-004, Change in Product Field Action Customer Reimbursement Procedure, has been revised to include the 2012 through 2015 model years. The Customer Reimbursement Request Form (CRRF) now includes a section at the bottom of the form for...
The New Policies and Procedures Manual - 10/31/2014
... ManualWarranty Policy Information ManualTransportation, Vehicle Storage, and PDI Policy ManualCustomer Assistance, Training, Tools, and TAC Policy ManualThe Parts & Accessories Policies and Procedures manual can be found in the same section. Changes...
Personal Property Damage - 06/30/2011
Your customer had a nasty water leak that soaked everything in the trunk. The trunk was full of personal items as the owner had just returned from vacation. You repaired the water leak and the suitcases in the trunk protected the clothes inside that needed...
Goodwill - 08/05/2014
... describes tools whereby a service agent can offer services or reimburse for expenses incurred by a customer when they had a problem with their vehicle. These tools are intended to be an alternative to paying for repairs and by offering the customer another...
Administrative Allowance - 10/26/2016
... $25 in the net/administrative allowance field if someone from the dealership transported the customer's vehicle to and from the repair facility. Document that vehicle transport on the job card. Electronic Exchange: Exchange components are not billed...
Special Coverage Reimbursement Form? - 10/24/2017
Hey,When reimbursing a customer for a repair that they paid for that is now covered by a special coverage, are we supposed to have the customer fill out the General Motors Product Field Action Customer Reimbursement Request Form or is that only necessary...
Policy, Goodwill, & Customer Enthusiasm - 11/29/2023
... the gift giving season, a review of bulletin 11-00-89-005, titled Dealer Empowerment for Goodwill, Customer Enthusiasm, and Policy, seems an appropriate topic. The bulletin starts out with this statement: As a dealer partner, General Motors empowers...
Battery Reimbursements - 09/09/2014
If the customer's battery is available, enter the Midtronics code into the Labour Operation Dependency Field. Enter the term "Reimbursement" into the field if the customer's battery is not available. Existing policies on customer reimbursement apply....
Goodwill Tools - 07/27/2021
... specialized labor operations for specific non-repair situations that are intended to offset a customer inconvenience or dissatisfaction with their vehicle or the service provided. In other words, you have a customer who is not happy and you want to do...
Re: Monday morning brain fog-- goodwill question - 03/25/2009
... through as part of the special policy being that the date is so close. The policy does allow for customer reimbursement if customer paid for repair previous to the Special Policy, so it should still be covered regardless. If it rejects I'd either H-route...
Forum - 11/08/2019
... both the job card and the check, and put the full amount of reimbursement in NET ITEMS - CUSTOMER REIMBURSEMENT with the check number in the "invoice number" field. The claim was accepted without any issues. &n...
Forum - 11/08/2019
... it as a ZPTC and entered the full reimbursement amount into NET ITEMS - CUSTOMER REIMBURSEMENT and the check number entered into the INVOICE NUMBER field. The transaction was accepted with no issues. ...
Goodwill Tools - 09/26/2022
... specialized labor operations for specific non-repair situations that are intended to offset a customer inconvenience or dissatisfaction with their vehicle or the service provided. In other words, you have a customer who is not happy and you want to do...
Forum - 08/23/2018
Hello gkuchis! The March 2018 edition of the Warranty News contains a Customer Reimbursement article, please click to view: Customer Reimbursement.
Special Coverage - 04/12/2013
... the administrator discovered the reason for the reject. The following was noted under the customer reimbursement section: Customer requests for reimbursement of previously paid repairs to correct the condition described in this bulletin are to...
Forum - 06/28/2019
... department for repair: when repairs are complete, submit the job card with the agreed upon customer reimbursement amount in the Customer Reimbursement/Net Item field of the transaction with the labor operation for repairs performed. If you...
Re: Reimburse customer for independent work? - 04/07/2011
Additional information regarding customer reimbursement is available in the P&P...Articles 1.6.2.3 and 1.5.15. Generate a job card with the appropriate labour operation for the repair performed at the independent. There is no labour or parts claimed...
Re: labor op code - 07/08/2011
It should be submitted as a ZREG with the dollar amount for what you reimbursed the customer for their two car payments placed in customer reimbursement net item. The claim must be routed and include in comments the check number of the reimbursement check....
Authorizations and Approvals - 05/02/2012
... requiring authorization, such as "P" for excessive parts or "E" for other labour hours; customer concern not duplicated labour operations, customer reimbursement, customer signature not available; replacement of shocks/struts in pairs, wheel alignment/balance...
IF I AM NOT MISTAKEN THERE SHOULD BE A LABOR OP ON THE SPA BULLETIN FOR THE CUSTOMER REIMBURSEMENT..
Forum - 01/21/2020
Refer also to General Information Policy and Procedure Article 3.2.17 for policies pertaining to customer reimbursement (including special coverage/recalls).
customer seeks reimbursement - 05/03/2011
Have a customer that had to have a battery replacement done at Sears Auto Center & is now seeking reimbursement ...... what labor op would I use ????
Re: customer seeks reimbursement - 05/03/2011
you would use the Battery labor op N0110 and put the reimbursement amount in net..and put in comments the reason for the refund..hope this helps
Return/Reimbursement of Customer Owned Media - 11/29/2016
Electronic Service Centers attempt to retrieve and return customer owned CDs, DVDs or NAV discs that have gotten stuck, jammed, or damaged in a returned unit. If the media is not returned in a reasonable amount of time, the dealer may reimburse the customer...
Authorization Timing - 06/30/2015
... performed. Service management authorization for OLH, added operation, repeat repairs-comeback, and customer signature not available, are all required prior to work being performed. If missed or omitted during the repair process, it cannot be added after...
Bulletin Updates - 01/21/2015
Bulletin 11-00-89-004, Change in Product Field Action Customer Reimbursement Procedure, has been revised to include the 2012 through 2015 model years. The Customer Reimbursement Request Form (CRRF) now includes a section at the bottom of the form for...
The New Policies and Procedures Manual - 10/31/2014
... ManualWarranty Policy Information ManualTransportation, Vehicle Storage, and PDI Policy ManualCustomer Assistance, Training, Tools, and TAC Policy ManualThe Parts & Accessories Policies and Procedures manual can be found in the same section. Changes...
Personal Property Damage - 06/30/2011
Your customer had a nasty water leak that soaked everything in the trunk. The trunk was full of personal items as the owner had just returned from vacation. You repaired the water leak and the suitcases in the trunk protected the clothes inside that needed...
Goodwill - 08/05/2014
... describes tools whereby a service agent can offer services or reimburse for expenses incurred by a customer when they had a problem with their vehicle. These tools are intended to be an alternative to paying for repairs and by offering the customer another...
Administrative Allowance - 10/26/2016
... $25 in the net/administrative allowance field if someone from the dealership transported the customer's vehicle to and from the repair facility. Document that vehicle transport on the job card. Electronic Exchange: Exchange components are not billed...
Special Coverage Reimbursement Form? - 10/24/2017
Hey,When reimbursing a customer for a repair that they paid for that is now covered by a special coverage, are we supposed to have the customer fill out the General Motors Product Field Action Customer Reimbursement Request Form or is that only necessary...
Policy, Goodwill, & Customer Enthusiasm - 11/29/2023
... the gift giving season, a review of bulletin 11-00-89-005, titled Dealer Empowerment for Goodwill, Customer Enthusiasm, and Policy, seems an appropriate topic. The bulletin starts out with this statement: As a dealer partner, General Motors empowers...
Battery Reimbursements - 09/09/2014
If the customer's battery is available, enter the Midtronics code into the Labour Operation Dependency Field. Enter the term "Reimbursement" into the field if the customer's battery is not available. Existing policies on customer reimbursement apply....
Goodwill Tools - 07/27/2021
... specialized labor operations for specific non-repair situations that are intended to offset a customer inconvenience or dissatisfaction with their vehicle or the service provided. In other words, you have a customer who is not happy and you want to do...
Re: Monday morning brain fog-- goodwill question - 03/25/2009
... through as part of the special policy being that the date is so close. The policy does allow for customer reimbursement if customer paid for repair previous to the Special Policy, so it should still be covered regardless. If it rejects I'd either H-route...
Forum - 11/08/2019
... both the job card and the check, and put the full amount of reimbursement in NET ITEMS - CUSTOMER REIMBURSEMENT with the check number in the "invoice number" field. The claim was accepted without any issues. &n...
Forum - 11/08/2019
... it as a ZPTC and entered the full reimbursement amount into NET ITEMS - CUSTOMER REIMBURSEMENT and the check number entered into the INVOICE NUMBER field. The transaction was accepted with no issues. ...
Goodwill Tools - 09/26/2022
... specialized labor operations for specific non-repair situations that are intended to offset a customer inconvenience or dissatisfaction with their vehicle or the service provided. In other words, you have a customer who is not happy and you want to do...
Forum - 08/23/2018
Hello gkuchis! The March 2018 edition of the Warranty News contains a Customer Reimbursement article, please click to view: Customer Reimbursement.
Special Coverage - 04/12/2013
... the administrator discovered the reason for the reject. The following was noted under the customer reimbursement section: Customer requests for reimbursement of previously paid repairs to correct the condition described in this bulletin are to...
Forum - 06/28/2019
... department for repair: when repairs are complete, submit the job card with the agreed upon customer reimbursement amount in the Customer Reimbursement/Net Item field of the transaction with the labor operation for repairs performed. If you...
Re: Reimburse customer for independent work? - 04/07/2011
Additional information regarding customer reimbursement is available in the P&P...Articles 1.6.2.3 and 1.5.15. Generate a job card with the appropriate labour operation for the repair performed at the independent. There is no labour or parts claimed...
Re: labor op code - 07/08/2011
It should be submitted as a ZREG with the dollar amount for what you reimbursed the customer for their two car payments placed in customer reimbursement net item. The claim must be routed and include in comments the check number of the reimbursement check....
Authorizations and Approvals - 05/02/2012
... requiring authorization, such as "P" for excessive parts or "E" for other labour hours; customer concern not duplicated labour operations, customer reimbursement, customer signature not available; replacement of shocks/struts in pairs, wheel alignment/balance...
Re: reimbursement for special coverage - 04/15/2013
... all my help !!!dont know that spa you are talking about but i checked spa 10183 under customer reimbursement they say all refunds need to be sent to the customer assistance center do not go thru dealer...I would look at your spa.....
Goodwill Tools (Part II) - 02/25/2021
... a complimentary goodwill maintenance service, consistent with GM recommendations contained in the customer’s owner’s manual, when a customer was not issued a maintenance letter or other tools. There is a $100 maximum for usage of the labor...
Re: goodwill reimbursement - 07/26/2012
Check the IVH history, just because theres a recall and if it doesnt apply to that customers vehicle, why would a reimbursement be necessary? Enthusiasm or not, i wouldn't give away money to a longtime cutomer thats continuing to give their business to...
Forum - 02/09/2018
... considered for reimbursement. This policy applies to all product field action bulletins that offer customer reimbursement regardless of when the bulletin was released. It also supersedes GM’s previous policy of restricting customer reimbursement...
Empowerment Options - 08/09/2011
Option 1: Customer Enthusiasm: The dealer makes the decision to offer a customer warranty coverage on a failure that is determined to be a non-manufacturer's defect to ensure ongoing loyalty. The ZREG transaction would be submitted using the appropriate...
Top 10 New or Updated Policies and Programs in 2012 - 12/18/2012
... & Procedures Manual was updated. One of those updates, from Article 6.1.12, addressed the customer reimbursement procedure for product field action bulletins. All reasonable and customary costs to correct the condition described in the product field...
Forum - 10/25/2022
i used #6 customer request for reimbursement and the rep approved it and it went thru
Service Manager Authorization - 08/20/2020
Hello, I just want to clairfy - Customer Reimbursement for repair. This is not for vehicle payment or incidental expenses. Does Service Manager need to do the authorization of signature, explain, date and time? Thank you
Hotel Expense 0600015 - 09/24/2019
I know the labor op for incidental expense is 0600015 and I assume the dollar amount goes in the "customer reimbursement" field, but what do I put for the complaint/cause/correction? For example, the one I'm working on had transmission repairs. ...
Admin Allowance - 03/27/2019
... for more insight on where you would put the WPC requests or Electronic Exchange allowances or even Customer Reimbursement....
Re: What Would You Do - 03/15 - 02/26/2015
RECALL 13036 says that to avoid having to h route the customer reimbursement transaction for approval, it must be submitted prior to the repair transaction....I messed up had this happen to me recently, had to call warranty support center for help !...
Re: GOOWILL PAYMENT REIMBURSEMENT - 11/25/2015
... should be submitted as a ZREG using 0600005 and place amount being reimbursed in the net item- customer reimbursement field. Place the check number in the invoice field. The Complaint, Cause, and Correction fields must document the situation including...
Re: reimbursement for special coverage - 04/15/2013
I would check the recall bulletin in question and see what it states under customer reimbursement , some say a resonable amount and others or what it would cost your dealer to do the repairs..If you want to be safe you can call the DBC and see that they...
Forum - 03/30/2023
It may be kind of work around but .... if a customer wants a rental you could have them go and rent. Have them bring receipt back from rental company after repairs are completed. They pay for it on their credit card.... you can submit " reimbursement"...
Goodwill Tools to Increase Customer Satisfaction - 08/25/2020
Goodwill Tools to Increase Customer Satisfaction: General Motors empowers dealers with the ability to use policy and goodwill tools as deemed appropriate, to satisfy and retain customers that are loyal to their vehicle brand and your dealership. GM offers...
Goodwill Tools - 03/26/2024
... specialized labor operations for specific non-repair situations that are intended to offset a customer inconvenience or dissatisfaction with their vehicle or the service provided. In other words, you have a customer who is not happy and you want to do...
What Would You Do - 03/17 - 02/17/2017
In March 2016 a customer visited their local Chevrolet dealership for the replacement of a brake booster sensor. Because the vehicle was out of warranty at time of service, the repair was handled as customer pay.Several months later, in December 2016,...
A Review of the Courtesy Transportation Program - 10/01/2013
... of us think of just the rental provision of the program. That's probably because most warranty customers prefer a rental vehicle over the other options in the program. The program actually offers four options: rentals, shuttles, fuel reimbursement, and...
Battery Warranty - 07/30/2013
... field. If the code is not available, enter FLEET into the dependency field. When performing a customer reimbursement transaction for a battery replacement and the customer's battery is available, enter the Warranty Code in the dependency field....
Fuel Reimbursement - 07/27/2021
... and dealers not able to get enough vehicles for their Courtesy Transportation Program (CTP), customers are left without a lot of options for transportation when leaving their vehicles at your dealership for service. The Courtesy Transportation Program...
Z Labour Operations - 09/19/2011
... oil and filter, four-tire rotation and 27-point vehicle inspection. Expires 12 months after the customer receives the certificate. Dealer reimbursement is $20 for conventional oil, including diesel, and $35 for synthetic oil. See message G_0000061898....
Exchange Program for Electronic Products - 10/14/2011
... of the component. This charge is not refundable. Make sure your service advisors explain to the customer the importance of getting their vehicle back in the dealership to have their ordered part replaced within this time frame. Use the prepaid shipping...
Fuel and Public Transportation Reimbursement - 04/17/2017
GM’s Courtesy Transportation Program offers four different options for your warranty customers. The most common options are providing your customer a rental vehicle or a shuttle to/from their desired destination. Lesser known options include...
Administrative Allowance - 10/23/2017
... $25 in the Net/Administrative Allowance field if someone from the dealership transported the customer’s vehicle to and from the repair facility. Document that vehicle transport on the job card. Electronic Exchange - Exchange components are not...
Forum - 03/27/2017
... by CAC, if provided, or select a closest to operation. Enter the reimbursement amount in the Customer Reimbursement / Net Item field and claim $20 administrative allowance. Reference P&P Article 3.2.18 for additional detail....
... all my help !!!dont know that spa you are talking about but i checked spa 10183 under customer reimbursement they say all refunds need to be sent to the customer assistance center do not go thru dealer...I would look at your spa.....
Goodwill Tools (Part II) - 02/25/2021
... a complimentary goodwill maintenance service, consistent with GM recommendations contained in the customer’s owner’s manual, when a customer was not issued a maintenance letter or other tools. There is a $100 maximum for usage of the labor...
Re: goodwill reimbursement - 07/26/2012
Check the IVH history, just because theres a recall and if it doesnt apply to that customers vehicle, why would a reimbursement be necessary? Enthusiasm or not, i wouldn't give away money to a longtime cutomer thats continuing to give their business to...
Forum - 02/09/2018
... considered for reimbursement. This policy applies to all product field action bulletins that offer customer reimbursement regardless of when the bulletin was released. It also supersedes GM’s previous policy of restricting customer reimbursement...
Empowerment Options - 08/09/2011
Option 1: Customer Enthusiasm: The dealer makes the decision to offer a customer warranty coverage on a failure that is determined to be a non-manufacturer's defect to ensure ongoing loyalty. The ZREG transaction would be submitted using the appropriate...
Top 10 New or Updated Policies and Programs in 2012 - 12/18/2012
... & Procedures Manual was updated. One of those updates, from Article 6.1.12, addressed the customer reimbursement procedure for product field action bulletins. All reasonable and customary costs to correct the condition described in the product field...
Forum - 10/25/2022
i used #6 customer request for reimbursement and the rep approved it and it went thru
Service Manager Authorization - 08/20/2020
Hello, I just want to clairfy - Customer Reimbursement for repair. This is not for vehicle payment or incidental expenses. Does Service Manager need to do the authorization of signature, explain, date and time? Thank you
Hotel Expense 0600015 - 09/24/2019
I know the labor op for incidental expense is 0600015 and I assume the dollar amount goes in the "customer reimbursement" field, but what do I put for the complaint/cause/correction? For example, the one I'm working on had transmission repairs. ...
Admin Allowance - 03/27/2019
... for more insight on where you would put the WPC requests or Electronic Exchange allowances or even Customer Reimbursement....
Re: What Would You Do - 03/15 - 02/26/2015
RECALL 13036 says that to avoid having to h route the customer reimbursement transaction for approval, it must be submitted prior to the repair transaction....I messed up had this happen to me recently, had to call warranty support center for help !...
Re: GOOWILL PAYMENT REIMBURSEMENT - 11/25/2015
... should be submitted as a ZREG using 0600005 and place amount being reimbursed in the net item- customer reimbursement field. Place the check number in the invoice field. The Complaint, Cause, and Correction fields must document the situation including...
Re: reimbursement for special coverage - 04/15/2013
I would check the recall bulletin in question and see what it states under customer reimbursement , some say a resonable amount and others or what it would cost your dealer to do the repairs..If you want to be safe you can call the DBC and see that they...
Forum - 03/30/2023
It may be kind of work around but .... if a customer wants a rental you could have them go and rent. Have them bring receipt back from rental company after repairs are completed. They pay for it on their credit card.... you can submit " reimbursement"...
Goodwill Tools to Increase Customer Satisfaction - 08/25/2020
Goodwill Tools to Increase Customer Satisfaction: General Motors empowers dealers with the ability to use policy and goodwill tools as deemed appropriate, to satisfy and retain customers that are loyal to their vehicle brand and your dealership. GM offers...
Goodwill Tools - 03/26/2024
... specialized labor operations for specific non-repair situations that are intended to offset a customer inconvenience or dissatisfaction with their vehicle or the service provided. In other words, you have a customer who is not happy and you want to do...
What Would You Do - 03/17 - 02/17/2017
In March 2016 a customer visited their local Chevrolet dealership for the replacement of a brake booster sensor. Because the vehicle was out of warranty at time of service, the repair was handled as customer pay.Several months later, in December 2016,...
A Review of the Courtesy Transportation Program - 10/01/2013
... of us think of just the rental provision of the program. That's probably because most warranty customers prefer a rental vehicle over the other options in the program. The program actually offers four options: rentals, shuttles, fuel reimbursement, and...
Battery Warranty - 07/30/2013
... field. If the code is not available, enter FLEET into the dependency field. When performing a customer reimbursement transaction for a battery replacement and the customer's battery is available, enter the Warranty Code in the dependency field....
Fuel Reimbursement - 07/27/2021
... and dealers not able to get enough vehicles for their Courtesy Transportation Program (CTP), customers are left without a lot of options for transportation when leaving their vehicles at your dealership for service. The Courtesy Transportation Program...
Z Labour Operations - 09/19/2011
... oil and filter, four-tire rotation and 27-point vehicle inspection. Expires 12 months after the customer receives the certificate. Dealer reimbursement is $20 for conventional oil, including diesel, and $35 for synthetic oil. See message G_0000061898....
Exchange Program for Electronic Products - 10/14/2011
... of the component. This charge is not refundable. Make sure your service advisors explain to the customer the importance of getting their vehicle back in the dealership to have their ordered part replaced within this time frame. Use the prepaid shipping...
Fuel and Public Transportation Reimbursement - 04/17/2017
GM’s Courtesy Transportation Program offers four different options for your warranty customers. The most common options are providing your customer a rental vehicle or a shuttle to/from their desired destination. Lesser known options include...
Administrative Allowance - 10/23/2017
... $25 in the Net/Administrative Allowance field if someone from the dealership transported the customer’s vehicle to and from the repair facility. Document that vehicle transport on the job card. Electronic Exchange - Exchange components are not...
Forum - 03/27/2017
... by CAC, if provided, or select a closest to operation. Enter the reimbursement amount in the Customer Reimbursement / Net Item field and claim $20 administrative allowance. Reference P&P Article 3.2.18 for additional detail....
Service Management Approval - 01/21/2015
... all authorization codes (e.g. policy decision, part ceiling exceeded, repeat repair, etc), customer concern not duplicated, windshield replacements, wheel alignment/balance, OLH, repeat repairs, add on repairs, straight time, diagnostic time, customer...
Forum - 02/14/2019
... handle with the appropriate labor operation from the LTG. Dealers are empowered to authorize customer reimbursement transactions up to a $1,000, but as you indicated, the vehicle is out of powertrain warranty, so would be considered a Policy Decision....
Forum - 03/28/2018
Well, Article 8 in Service P&P "Dealer Empowerment and Customer Enthusiasm Guidelines" only mentioned Bulletin 11-00-89-005 which I would agree with you to use labor op 0600015. However, after some digging, I found Article 8.4.1 "Goodwill Transaction...
Forum - 10/25/2022
If I am in a good mood I will have my manager sign for a reason like purchased here, loyal customer, we just worked on it, whatever you can come up with. The idea of doing it as a customer reimbursement is good too, you just submit the sublet bill with...
CAC & PET article in January 2019 WarrantyNews? - 12/21/2018
The article states that "if CAC contacts the dealer on the customer's behalf for reimbursement of a customer pay repair, the dealer would run the PET at warranty rates. The PET would provide the dealer with the guidance for the available reimbursement...
Re: GM CUST ASST OFFERED REIMBURSEMENT - 06/02/2011
THERE IS LABOR OP Z7091 I HAVE USED FOR CUSTOMER REIMBURSEMENTS...YOU MAY HAVE TO H ROUTE IT FOR AUTH....HOPE THIS HELPS
Vehicle Payment Reimbursement - 06/29/2021
Reimbursing a customer for a vehicle payment is one of the Goodwill tools GM offers to offset a prolonged service event experience. This tool should be offered in unique circumstances such as extended service days due to part delays or difficulty diagnosing...
The Live Chat Link - 12/01/2015
... Summary Reports available? How does a dealer search the LTG using the LOP? How to submit customer reimbursement for a service which was covered by Special Policy? And, How much time can be claimed for RPO SKY on a 2015 Chevrolet Colorado?And finally,...
Forum - 12/20/2022
typically when performing a reimbursement for a repair that the customer previously paid for, a new job card would be opened for the reimbursement. the new JC would provide documentation in support of the situation (3 C's) and include the job card...
What Would You Do - 11/18 - 10/24/2018
... means of transportation, and the repairing dealerships inability to provide a rental vehicle, the customer incurred a rental vehicle expense while their vehicle was down for repair.The customer also incurred lodging expenses as a result of the battery...
March 2024 Recall Update - 02/26/2024
... bulletin covers certain 2020 Buick Encore GX vehicles equipped with a 1.2L 3 cyl engine. Customer Satisfaction Recall N232413380 Vehicles Shipped with Undersized AC Compressor: There are 5 VINs involved in the recall program that addresses an incorrect...
Reject of the Month - November 2022 - 10/28/2022
... Policies and Procedures Article 6.4 Please attach… a copy of the canceled check for the customer reimbursement request. Job cards written for customer reimbursement must include the description of the event causing the out-of-pocket expense and...
October 2021 Recall Update - 10/01/2021
... Certain 2015 Chevrolet Colorado and GMC Canyon trucks are included in the recall population. Customer Satisfaction Recall N212328520: Incorrect Floor Mats for High Country Package: Approximately 2,800 vehicles are included in the recall population that...
Administrative Allowance - 06/23/2020
... are only paid on certain types of claims, including the following: Warranty Part Center returns Customer Reimbursement claims Certain sublet repairs Electronic Exchange Components Tire warranty claims Service agents are allowed to claim up to $25 Net/Administrative...
CAC & PET - 12/19/2018
If CAC contacts the dealer on the customer’s behalf for reimbursement of a customer pay repair, the dealer would run the PET at warranty rates. The Policy Tool will provide the dealer with the guidance for the available reimbursement amount. The...
Dealer Empowerment - 04/25/2023
... The bulletin provides guidelines and requirements for Goodwill, Policy Repairs, and Customer Enthusiasm transactions. If you haven’t reviewed this bulletin in a while, it is a worthwhile read. The bulletin covers multiple options dealers have to...
Re: labor op code - 07/08/2011
it was a goodwill reimbursement of two monthly payments and a purchase of a GMPP due to customer repeat concern with a water leak. we had it approved by CAM have an auth # . the customer had a repair water leak concern found leak had to replace the windsheild...
Policy, Goodwill, Customer Enthusiasm, and Warranty - 03/08/2012
All GM warranty transactions are not the same. Warranty, Policy, Customer Enthusiasm and Goodwill transactions may all be paid by GM, but the reimbursement monies come from different accounts. You may wonder how that can be; there is only one warranty...
Product Field Action Bulletins - 06/27/2016
... and/or instructions regarding dealer responsibility, dealer reports, courtesy transportation, customer notification, and customer reimbursement details are contained in the next section of the bulletin.And, finally, when appropriate, the bulletin will...
Recall Summary Update - 01/22/2018
... certain 2018 Cadillac XTS vehicles. If the converter is replaced, core return policies apply. Customer Satisfaction Recall 17429: Monroney Window Label Incorrectly Lists Rear Vision Camera: Certain 2017 Chevrolet Silverado 3500 HD Crew Cab trucks were...
Service Management: Sign, Date, Time, & Explain - 10/03/2014
... must reflect that as well.Other situations that require service management involvement include:Customer concern not duplicated labour operations. Prior to submitting any of these 21 labour operations they must be approved by service management. Approval...
Personal Property Damage - 07/25/2023
GM will reimburse a customer for damage to their personal property arising out of a claimed product related concern when a vehicle is covered under an applicable warranty. This would be for goods located in the vehicle. Examples from bulletin 09-00-89-008...
Forum - 01/10/2019
... nothing to gone and the technician should not have just started throwing parts at the vehicle. The customer should have been asked questions about the reasoning behind the requested replacement and should have been notified every step of the way of the...
Goodwill - 09/03/2015
... does not refer to a vehicle repair; rather, it is a term for the tools that are used to offset customer inconvenience or to offer additional protection and peace of mind. The goal is to satisfy the customer by doing something beneficial, and often unexpected,...
Chevrolet Courtesy Transportation Program - 12/09/2013
... will provide a higher reimbursement for a GMDRAC rental vehicle given to your qualified warranty customers. The Courtesy Transportation Guide, found in GlobalConnect message G_0000178491, dated 11/01/2013, provides details on the changes to the...
... all authorization codes (e.g. policy decision, part ceiling exceeded, repeat repair, etc), customer concern not duplicated, windshield replacements, wheel alignment/balance, OLH, repeat repairs, add on repairs, straight time, diagnostic time, customer...
Forum - 02/14/2019
... handle with the appropriate labor operation from the LTG. Dealers are empowered to authorize customer reimbursement transactions up to a $1,000, but as you indicated, the vehicle is out of powertrain warranty, so would be considered a Policy Decision....
Forum - 03/28/2018
Well, Article 8 in Service P&P "Dealer Empowerment and Customer Enthusiasm Guidelines" only mentioned Bulletin 11-00-89-005 which I would agree with you to use labor op 0600015. However, after some digging, I found Article 8.4.1 "Goodwill Transaction...
Forum - 10/25/2022
If I am in a good mood I will have my manager sign for a reason like purchased here, loyal customer, we just worked on it, whatever you can come up with. The idea of doing it as a customer reimbursement is good too, you just submit the sublet bill with...
CAC & PET article in January 2019 WarrantyNews? - 12/21/2018
The article states that "if CAC contacts the dealer on the customer's behalf for reimbursement of a customer pay repair, the dealer would run the PET at warranty rates. The PET would provide the dealer with the guidance for the available reimbursement...
Re: GM CUST ASST OFFERED REIMBURSEMENT - 06/02/2011
THERE IS LABOR OP Z7091 I HAVE USED FOR CUSTOMER REIMBURSEMENTS...YOU MAY HAVE TO H ROUTE IT FOR AUTH....HOPE THIS HELPS
Vehicle Payment Reimbursement - 06/29/2021
Reimbursing a customer for a vehicle payment is one of the Goodwill tools GM offers to offset a prolonged service event experience. This tool should be offered in unique circumstances such as extended service days due to part delays or difficulty diagnosing...
The Live Chat Link - 12/01/2015
... Summary Reports available? How does a dealer search the LTG using the LOP? How to submit customer reimbursement for a service which was covered by Special Policy? And, How much time can be claimed for RPO SKY on a 2015 Chevrolet Colorado?And finally,...
Forum - 12/20/2022
typically when performing a reimbursement for a repair that the customer previously paid for, a new job card would be opened for the reimbursement. the new JC would provide documentation in support of the situation (3 C's) and include the job card...
What Would You Do - 11/18 - 10/24/2018
... means of transportation, and the repairing dealerships inability to provide a rental vehicle, the customer incurred a rental vehicle expense while their vehicle was down for repair.The customer also incurred lodging expenses as a result of the battery...
March 2024 Recall Update - 02/26/2024
... bulletin covers certain 2020 Buick Encore GX vehicles equipped with a 1.2L 3 cyl engine. Customer Satisfaction Recall N232413380 Vehicles Shipped with Undersized AC Compressor: There are 5 VINs involved in the recall program that addresses an incorrect...
Reject of the Month - November 2022 - 10/28/2022
... Policies and Procedures Article 6.4 Please attach… a copy of the canceled check for the customer reimbursement request. Job cards written for customer reimbursement must include the description of the event causing the out-of-pocket expense and...
October 2021 Recall Update - 10/01/2021
... Certain 2015 Chevrolet Colorado and GMC Canyon trucks are included in the recall population. Customer Satisfaction Recall N212328520: Incorrect Floor Mats for High Country Package: Approximately 2,800 vehicles are included in the recall population that...
Administrative Allowance - 06/23/2020
... are only paid on certain types of claims, including the following: Warranty Part Center returns Customer Reimbursement claims Certain sublet repairs Electronic Exchange Components Tire warranty claims Service agents are allowed to claim up to $25 Net/Administrative...
CAC & PET - 12/19/2018
If CAC contacts the dealer on the customer’s behalf for reimbursement of a customer pay repair, the dealer would run the PET at warranty rates. The Policy Tool will provide the dealer with the guidance for the available reimbursement amount. The...
Dealer Empowerment - 04/25/2023
... The bulletin provides guidelines and requirements for Goodwill, Policy Repairs, and Customer Enthusiasm transactions. If you haven’t reviewed this bulletin in a while, it is a worthwhile read. The bulletin covers multiple options dealers have to...
Re: labor op code - 07/08/2011
it was a goodwill reimbursement of two monthly payments and a purchase of a GMPP due to customer repeat concern with a water leak. we had it approved by CAM have an auth # . the customer had a repair water leak concern found leak had to replace the windsheild...
Policy, Goodwill, Customer Enthusiasm, and Warranty - 03/08/2012
All GM warranty transactions are not the same. Warranty, Policy, Customer Enthusiasm and Goodwill transactions may all be paid by GM, but the reimbursement monies come from different accounts. You may wonder how that can be; there is only one warranty...
Product Field Action Bulletins - 06/27/2016
... and/or instructions regarding dealer responsibility, dealer reports, courtesy transportation, customer notification, and customer reimbursement details are contained in the next section of the bulletin.And, finally, when appropriate, the bulletin will...
Recall Summary Update - 01/22/2018
... certain 2018 Cadillac XTS vehicles. If the converter is replaced, core return policies apply. Customer Satisfaction Recall 17429: Monroney Window Label Incorrectly Lists Rear Vision Camera: Certain 2017 Chevrolet Silverado 3500 HD Crew Cab trucks were...
Service Management: Sign, Date, Time, & Explain - 10/03/2014
... must reflect that as well.Other situations that require service management involvement include:Customer concern not duplicated labour operations. Prior to submitting any of these 21 labour operations they must be approved by service management. Approval...
Personal Property Damage - 07/25/2023
GM will reimburse a customer for damage to their personal property arising out of a claimed product related concern when a vehicle is covered under an applicable warranty. This would be for goods located in the vehicle. Examples from bulletin 09-00-89-008...
Forum - 01/10/2019
... nothing to gone and the technician should not have just started throwing parts at the vehicle. The customer should have been asked questions about the reasoning behind the requested replacement and should have been notified every step of the way of the...
Goodwill - 09/03/2015
... does not refer to a vehicle repair; rather, it is a term for the tools that are used to offset customer inconvenience or to offer additional protection and peace of mind. The goal is to satisfy the customer by doing something beneficial, and often unexpected,...
Chevrolet Courtesy Transportation Program - 12/09/2013
... will provide a higher reimbursement for a GMDRAC rental vehicle given to your qualified warranty customers. The Courtesy Transportation Guide, found in GlobalConnect message G_0000178491, dated 11/01/2013, provides details on the changes to the...
Personal Property Damage - 02/20/2018
Personal property damage is a term that describes damage to a customer’s personal property inside their vehicle because of a warrantable defect. Service management has the ability to react quickly to customer concerns for reimbursement requests...
Making an Effective Policy Decision - 08/09/2012
Over the past few months GM has issued bulletin and message code updates regarding the customer enthusiasm policy and dealer empowerment. Beginning in March warranty terms, such as Goodwill, Policy, Customer Enthusiasm and Warranty, were in some cases...
WSC Rejects - 03/11/2013
... the parts field and indicated as a non-GM component. Another inputting error example occurs when customer participation or customer reimbursement expenses are entered in the miscellaneous net item field.Non-warranty coverage. Repair expenses associated...
Forum - 05/12/2022
... total capacity? If a system was over 50% low I would probably just suggest to the client to do a customer pay oil change to begin the consumption test, or quite frankly charge them for the oil. It is their responsibility to maintain proper fluid levels...
Forum - 02/20/2017
... approve the reimbursement. He would have a check cut for the second repair to reimburse the customer then write up a job card for the reimbursement amount with copies of the job cards with proof of payment and the reimbursement check attached to...
Warranty Reimbursement - 05/12/2010
When the dealership makes the decision to reimburse a customer for a customer paid repair, a copy of the reimbursement check (check number) and the customer pay document (job card or invoice) must be retained with the job card. The reimbursement check...
Reject of the Month - 06/02/2015
... service; lube, oil and filter service, tire rotation, and MPVI. Once the service was complete, the customer paid the invoice and continued on with their day.All was well, until the customer realized that the vehicle had a valid CBG CPO Maintenance Plan....
Top 10 Things Service Advisors Should Never Do - 07/30/2013
Miss a Recall. Most recalls that are performed in dealerships are a result of the customer scheduling an appointment to have the recall performed. GM notifies a customer when a recall has been issued on their vehicle with a letter. However, people move,...
Courtesy Transportation - 04/12/2022
Nobody likes having their wings clipped. When your customer needs repairs, has a recall, or anything else that separates them from having free access to their vehicle, it can be a bit of an obstacle for them. Helping them through a sticky situation can...
April 2024 Recall Update - 03/23/2024
... clear the permanent status of DTC P0521. A total of 10,480 vehicles are included in the program. Customer Satisfaction Recall N222383490 Overhead Console Software Loss of Communication: A total of 867 vehicles, 2022-23 Buick Envision models, are included...
Forum - 11/28/2018
From the Policy Evaluation Tool Overview & FAQ's: 26. What should happen when Customer Assistance (CAC) calls a dealer on a customer's behalf, asking them to reimburse the customer for a repair that has already been completed and paid for a customer...
Forum - 04/02/2019
... the allowance with the department(s) that performed/addressed the task. For example, a customer reimbursement is typically performed by the service department, whereas a WPC part return request is usually addressed by the parts department. Since individual...
Special Policy Reimbursement - 06/21/2017
I have a customer requesting reimbursement on special coverage 15284. She did not have the work done, the reimbursement is for the check out time. Is she eligible for reimbursement ?
Courtesy Transportation Reminders - 03/01/2016
... to make sure that if you are using one of the preferred rental car vendors they must give your customer at least a 2015 vehicle. 2014 vehicles are now too old and reimbursement will not be provided for non-GM vehicles.The number of vehicle rental reimbursement...
From the P&P Manual - 11/18/2013
... agent with calculating their warranty labour rate under Option C using the Consumer Price Index.Customer Signature - Article 1.6.2.6: Each customer pay and warranty job card must be signed by the customer authorizing the service agent to perform the...
June 2012 Recall Update - 06/06/2012
... recall campaign. The recall has been updated to include reimbursement labour codes. A copy of the Customer Reimbursement Request Form is also attached to the message. A note was also included with the revision stating that the reimbursement does not...
Goodwill Tools - 05/29/2019
... specialized labor operations for specific non-repair situations that are intended to offset a customer inconvenience or dissatisfaction with their vehicle or the service provided. In other words, you have a customer who is not happy and you want to do...
December 2019 Recall Update - 12/02/2019
... heater cord has been revised to include parts, warranty, and service procedure updates. Customer Satisfaction Recall N192264210: Enable Diesel Engine Block Heater: Certain 2017-19 Chevrolet Silverado 2500/3500 and GMC Sierra 2500/3500 trucks equipped...
Dealer Empowerment Update - 07/27/2021
... Op 0600005) is used for those unique circumstances when it may be appropriate to reimburse the customer a vehicle payment for their GM vehicle experiencing service issues. When submitting a transaction with this labor operation, the Complaint/Cause/Correction...
Courtesy Transportation Reminders - 02/21/2019
... performed. Excessive use of a rental vehicle beyond completion of the warranty repair is the customer’s responsibility. A rental vehicle is allowed if a customer’s vehicle will be at the dealership overnight. Only service agents who are enrolled...
goodwill reimbursement - 07/23/2012
Im haveing a brain freeze trying to find a labour op for reimbursement to a customer for repairs that customer states had a recall on their vehicle for power steering. recall doesn't apply to the vehicle we have a customer assistance case on it.
Updates and Reminders - 09/26/2022
Dealer Empowerment for Goodwill, Customer Enthusiasm, and Policy Bulletin 11-00-89-005U: The bulletin has been updated to include a revision to the first two bullets under the Vehicle Payment Expense Goodwill Tool option, labor operation 0600005. This...
Forum - 03/05/2020
I have a customer wants a Reimbursement for a key. Customer order the key and found out that a Recall 14294 Ignition Key is still open for 2010 Camaro. Can we give a Reimbursement for this key? Parts Dept. said it is not the same part number. Please ...
Missed Revenue - Administrative Allowance - 08/28/2018
... Allowance. Administrative Allowances are paid on certain claims Warranty Parts Center Returns, Customer Reimbursement Claims, Certain Sublet Repairs, Electronic Exchange Components, and Tire Warranty Claims Service agents are allowed to claim up to $25...
What Would You Do? 05/08 - 05/16/2008
A customer brings a receipt into the dealership for a starter that was replaced by a local independent repair facility and requests reimbursement for repairs since the vehicle is still within the factory warranty period. The customer is not a regular...
Personal property damage is a term that describes damage to a customer’s personal property inside their vehicle because of a warrantable defect. Service management has the ability to react quickly to customer concerns for reimbursement requests...
Making an Effective Policy Decision - 08/09/2012
Over the past few months GM has issued bulletin and message code updates regarding the customer enthusiasm policy and dealer empowerment. Beginning in March warranty terms, such as Goodwill, Policy, Customer Enthusiasm and Warranty, were in some cases...
WSC Rejects - 03/11/2013
... the parts field and indicated as a non-GM component. Another inputting error example occurs when customer participation or customer reimbursement expenses are entered in the miscellaneous net item field.Non-warranty coverage. Repair expenses associated...
Forum - 05/12/2022
... total capacity? If a system was over 50% low I would probably just suggest to the client to do a customer pay oil change to begin the consumption test, or quite frankly charge them for the oil. It is their responsibility to maintain proper fluid levels...
Forum - 02/20/2017
... approve the reimbursement. He would have a check cut for the second repair to reimburse the customer then write up a job card for the reimbursement amount with copies of the job cards with proof of payment and the reimbursement check attached to...
Warranty Reimbursement - 05/12/2010
When the dealership makes the decision to reimburse a customer for a customer paid repair, a copy of the reimbursement check (check number) and the customer pay document (job card or invoice) must be retained with the job card. The reimbursement check...
Reject of the Month - 06/02/2015
... service; lube, oil and filter service, tire rotation, and MPVI. Once the service was complete, the customer paid the invoice and continued on with their day.All was well, until the customer realized that the vehicle had a valid CBG CPO Maintenance Plan....
Top 10 Things Service Advisors Should Never Do - 07/30/2013
Miss a Recall. Most recalls that are performed in dealerships are a result of the customer scheduling an appointment to have the recall performed. GM notifies a customer when a recall has been issued on their vehicle with a letter. However, people move,...
Courtesy Transportation - 04/12/2022
Nobody likes having their wings clipped. When your customer needs repairs, has a recall, or anything else that separates them from having free access to their vehicle, it can be a bit of an obstacle for them. Helping them through a sticky situation can...
April 2024 Recall Update - 03/23/2024
... clear the permanent status of DTC P0521. A total of 10,480 vehicles are included in the program. Customer Satisfaction Recall N222383490 Overhead Console Software Loss of Communication: A total of 867 vehicles, 2022-23 Buick Envision models, are included...
Forum - 11/28/2018
From the Policy Evaluation Tool Overview & FAQ's: 26. What should happen when Customer Assistance (CAC) calls a dealer on a customer's behalf, asking them to reimburse the customer for a repair that has already been completed and paid for a customer...
Forum - 04/02/2019
... the allowance with the department(s) that performed/addressed the task. For example, a customer reimbursement is typically performed by the service department, whereas a WPC part return request is usually addressed by the parts department. Since individual...
Special Policy Reimbursement - 06/21/2017
I have a customer requesting reimbursement on special coverage 15284. She did not have the work done, the reimbursement is for the check out time. Is she eligible for reimbursement ?
Courtesy Transportation Reminders - 03/01/2016
... to make sure that if you are using one of the preferred rental car vendors they must give your customer at least a 2015 vehicle. 2014 vehicles are now too old and reimbursement will not be provided for non-GM vehicles.The number of vehicle rental reimbursement...
From the P&P Manual - 11/18/2013
... agent with calculating their warranty labour rate under Option C using the Consumer Price Index.Customer Signature - Article 1.6.2.6: Each customer pay and warranty job card must be signed by the customer authorizing the service agent to perform the...
June 2012 Recall Update - 06/06/2012
... recall campaign. The recall has been updated to include reimbursement labour codes. A copy of the Customer Reimbursement Request Form is also attached to the message. A note was also included with the revision stating that the reimbursement does not...
Goodwill Tools - 05/29/2019
... specialized labor operations for specific non-repair situations that are intended to offset a customer inconvenience or dissatisfaction with their vehicle or the service provided. In other words, you have a customer who is not happy and you want to do...
December 2019 Recall Update - 12/02/2019
... heater cord has been revised to include parts, warranty, and service procedure updates. Customer Satisfaction Recall N192264210: Enable Diesel Engine Block Heater: Certain 2017-19 Chevrolet Silverado 2500/3500 and GMC Sierra 2500/3500 trucks equipped...
Dealer Empowerment Update - 07/27/2021
... Op 0600005) is used for those unique circumstances when it may be appropriate to reimburse the customer a vehicle payment for their GM vehicle experiencing service issues. When submitting a transaction with this labor operation, the Complaint/Cause/Correction...
Courtesy Transportation Reminders - 02/21/2019
... performed. Excessive use of a rental vehicle beyond completion of the warranty repair is the customer’s responsibility. A rental vehicle is allowed if a customer’s vehicle will be at the dealership overnight. Only service agents who are enrolled...
goodwill reimbursement - 07/23/2012
Im haveing a brain freeze trying to find a labour op for reimbursement to a customer for repairs that customer states had a recall on their vehicle for power steering. recall doesn't apply to the vehicle we have a customer assistance case on it.
Updates and Reminders - 09/26/2022
Dealer Empowerment for Goodwill, Customer Enthusiasm, and Policy Bulletin 11-00-89-005U: The bulletin has been updated to include a revision to the first two bullets under the Vehicle Payment Expense Goodwill Tool option, labor operation 0600005. This...
Forum - 03/05/2020
I have a customer wants a Reimbursement for a key. Customer order the key and found out that a Recall 14294 Ignition Key is still open for 2010 Camaro. Can we give a Reimbursement for this key? Parts Dept. said it is not the same part number. Please ...
Missed Revenue - Administrative Allowance - 08/28/2018
... Allowance. Administrative Allowances are paid on certain claims Warranty Parts Center Returns, Customer Reimbursement Claims, Certain Sublet Repairs, Electronic Exchange Components, and Tire Warranty Claims Service agents are allowed to claim up to $25...
What Would You Do? 05/08 - 05/16/2008
A customer brings a receipt into the dealership for a starter that was replaced by a local independent repair facility and requests reimbursement for repairs since the vehicle is still within the factory warranty period. The customer is not a regular...
Vehicle Payment And Incidental Non-Warranty Expense... - 10/14/2011
When & How To Claim On occasion, customers may experience a situation in which they incur an additional expense related to the warranty repair of the vehicle. These expenses can come in many forms such as car payments made on the inoperative vehicle,...
Warranty 101 - 07/02/2010
A service manager recently made the decision to reimburse a loyal GM customer the expense of two monthly vehicle payments due to a parts unavailability issue and the owner's vehicle being not drivable. The customer had concern with the check engine light...
Floor Plan Reimbursement - 07/01/2014
... the dealership. To compensate for the inability to sell a vehicle, GM may allow for floor plan reimbursement for the number of days the vehicle was unable to be sold on some recalls. The period of time begins with the date of the Stop Delivery message...
October 2014 Recall Update - 10/03/2014
... Headlamps may require BCM reprogramming. The bulletin has been updated to include a copy of the customer letter and to extend the customer reimbursement period to September 30, 2015. Safety Recall 13112B: Front Passenger Air Bag Inflator: The recall...
Maintenance Program Labour Operations Now in the Labour Time Guide - 09/04/2013
... net item.Chevy 5 year Protection Plus: This was a private offer program directed to select customers offering a 5- year maintenance plan with the purchase of specific Chevrolets between November 1st , and January 3rd, 2012. The labour operations are...
Reject of the Month - 04/03/2014
... the Pre-Repair Authorization Status states "Accept" the transaction may be submitted for reimbursement. Ensure that the radio button, "Is this Customer Enthusiasm-Non Warrantable Repair?" is selected from within the GWM transaction submission s...
New Administrative Allowance - 06/06/2012
Dealer Empowerment labour operation Z7920, incidental non-warranty expense, is used to reimburse your customer for reasonable expenses incurred as a result of a service repair. A 0.2 hour administrative allowance is now permissible for issuing a reimbursement...
Supporting Documentation - 01/03/2020
... worksheets, alignment printouts, original invoice copies for outside repairs in conjunction with customer reimbursements, accounts payable records including sublet and towing, and technician time and payroll records. Refer to Policies and Procedures...
December 2023 Recall Update - 11/29/2023
... 1,134 vehicles are included in the recall program. Customer Satisfaction Recall N232415150 Reimbursement for Front License Plate Bracket: Approximately 3,000 Chevrolet Trax vehicles may have a condition in which the customer was mistakenly charged for...
What Would You Do - 01/19 - 12/19/2018
A customer requested replacement of a component with no other explanation than just to replace the component. The dealership proceeded with the replacement, including subsequent components that also required replacement, and indicated the scenario on...
Forum - 03/08/2019
... from GM when this PI will be fixed and we do tons of them and lose out on every one. If it has a customer reimbursement statement in the document but no operation code for it, my suggestion would be to submit feedback on the policy document and ask them...
The New Roadside Assistance - 05/14/2013
GM has partnered with Allstate Roadside Services to be the new company for your customer's roadside assistance needs. To prepare for the launch, go to www.MyRoadsideInput.com and complete the survey in as much detail as possible. Doing so will give Allstate...
Changes to Policy Repair Decision Making - 11/18/2013
It has been just over a year now since GM introduced the new Policy repair guidelines that put into effect mandatory customer/dealer participation towards a policy repair. The bulletin announcing this new requirement has been recently updated and gone...
CAC Provided Diagnostic Voucher - 06/27/2016
There has been a change in the reimbursement procedures to dealerships that perform a complimentary diagnosis on a customer's out-of-warranty vehicle that was approved by CAC. GM feels that a big roadblock to getting the customer's vehicle into your dealership...
REIMBURSEMENT - 07/29/2020
... Warranty Company. Customer received a Special Coverage letter about possible getting a Reimbursement. Customer is requesting her deductible amount that she paid for. Are we able to submit for a Reimbursement for the amount of her deductible onl...
July 2023 Recall Update - 06/26/2023
Safety Recall N212345944 High Voltage Battery May Melt or Burn (Customer Owned and Used Inventory): The VINs involved in the safety recall are customer owned and used inventory 2020-22 Chevrolet Bolt EV and 2022 Bolt EUV vehicles. Dealers are instructed...
May 2022 Recall Update - 04/26/2022
... Propulsion (Left): The recall has been revised to update a part number and include a copy of the customer notification letter. The program affects certain 2021 Cadillac Escalade/Escalade ESV, Chevrolet Suburban/Tahoe, GMC Yukon/Yukon XL vehicles equipped...
Cust Reimbursement - SC#10240 - 12/07/2011
I have a customer seeking reimbursement for repairs he had made at a small repair shop .... then received the Special Coverage letter ---- my question is ?? The part listed is not a GM PT#, can he still seek reimbursement ??
March 2021 Recall Update - 02/25/2021
... of overheating or a track receipt. The bulletin affects certain Chevrolet Corvette vehicles. Customer Satisfaction Recall N202307990 Loss of Propulsion: Approximately 67,400 vehicles are included in the recall population that addresses a condition...
The Warranty Shop Copy - 01/23/2017
After a service advisor creates a job card, it is printed to capture the customer’s signature. Some dealers get the customer’s signature electronically, prior to printing, that is displayed in the customer signature line after printing, but...
December 2016 Recall Update - 11/29/2016
Recall 14294: Subsequent Customer Refusal to Replace Key After Key Assembly Kit Special Ordered: In the event that a key assembly is special ordered for a customer vehicle, and the customer subsequently refuses completion of the recall, the dealer may...
A Review of Roadside Assistance - 02/07/2012
... but it's even more unpleasant when it's the winter season in a freezing cold, snowy weather state. Customers who purchase a new GM vehicle don't have to worry about being stranded during these minor emergencies because Roadside Assistance is included...
The Service Advisor - 03/10/2011
It has been said that service consultants are the face of General Motors. The customer purchases a vehicle from GM but never deals directly with any employee of the company; their dealings are with the dealership and most often with the service advisor....
Missed Revenue - Active Service Consulting - 01/06/2010
Customer consulting, aka service reception or service write up, is the most important interaction with the customer in the service transaction process. This particular part of the process can set the entire service visit up for success or failure.Did ...
Customer Enthusiasm - 07/01/2014
Customer enthusiasm sounds like a description of a customer who is really excited about something. In fact, the dictionary defines enthusiasm as, "something causing a feeling of excitement and active interest." GM has its own definition of customer enthusiasm ...
When & How To Claim On occasion, customers may experience a situation in which they incur an additional expense related to the warranty repair of the vehicle. These expenses can come in many forms such as car payments made on the inoperative vehicle,...
Warranty 101 - 07/02/2010
A service manager recently made the decision to reimburse a loyal GM customer the expense of two monthly vehicle payments due to a parts unavailability issue and the owner's vehicle being not drivable. The customer had concern with the check engine light...
Floor Plan Reimbursement - 07/01/2014
... the dealership. To compensate for the inability to sell a vehicle, GM may allow for floor plan reimbursement for the number of days the vehicle was unable to be sold on some recalls. The period of time begins with the date of the Stop Delivery message...
October 2014 Recall Update - 10/03/2014
... Headlamps may require BCM reprogramming. The bulletin has been updated to include a copy of the customer letter and to extend the customer reimbursement period to September 30, 2015. Safety Recall 13112B: Front Passenger Air Bag Inflator: The recall...
Maintenance Program Labour Operations Now in the Labour Time Guide - 09/04/2013
... net item.Chevy 5 year Protection Plus: This was a private offer program directed to select customers offering a 5- year maintenance plan with the purchase of specific Chevrolets between November 1st , and January 3rd, 2012. The labour operations are...
Reject of the Month - 04/03/2014
... the Pre-Repair Authorization Status states "Accept" the transaction may be submitted for reimbursement. Ensure that the radio button, "Is this Customer Enthusiasm-Non Warrantable Repair?" is selected from within the GWM transaction submission s...
New Administrative Allowance - 06/06/2012
Dealer Empowerment labour operation Z7920, incidental non-warranty expense, is used to reimburse your customer for reasonable expenses incurred as a result of a service repair. A 0.2 hour administrative allowance is now permissible for issuing a reimbursement...
Supporting Documentation - 01/03/2020
... worksheets, alignment printouts, original invoice copies for outside repairs in conjunction with customer reimbursements, accounts payable records including sublet and towing, and technician time and payroll records. Refer to Policies and Procedures...
December 2023 Recall Update - 11/29/2023
... 1,134 vehicles are included in the recall program. Customer Satisfaction Recall N232415150 Reimbursement for Front License Plate Bracket: Approximately 3,000 Chevrolet Trax vehicles may have a condition in which the customer was mistakenly charged for...
What Would You Do - 01/19 - 12/19/2018
A customer requested replacement of a component with no other explanation than just to replace the component. The dealership proceeded with the replacement, including subsequent components that also required replacement, and indicated the scenario on...
Forum - 03/08/2019
... from GM when this PI will be fixed and we do tons of them and lose out on every one. If it has a customer reimbursement statement in the document but no operation code for it, my suggestion would be to submit feedback on the policy document and ask them...
The New Roadside Assistance - 05/14/2013
GM has partnered with Allstate Roadside Services to be the new company for your customer's roadside assistance needs. To prepare for the launch, go to www.MyRoadsideInput.com and complete the survey in as much detail as possible. Doing so will give Allstate...
Changes to Policy Repair Decision Making - 11/18/2013
It has been just over a year now since GM introduced the new Policy repair guidelines that put into effect mandatory customer/dealer participation towards a policy repair. The bulletin announcing this new requirement has been recently updated and gone...
CAC Provided Diagnostic Voucher - 06/27/2016
There has been a change in the reimbursement procedures to dealerships that perform a complimentary diagnosis on a customer's out-of-warranty vehicle that was approved by CAC. GM feels that a big roadblock to getting the customer's vehicle into your dealership...
REIMBURSEMENT - 07/29/2020
... Warranty Company. Customer received a Special Coverage letter about possible getting a Reimbursement. Customer is requesting her deductible amount that she paid for. Are we able to submit for a Reimbursement for the amount of her deductible onl...
July 2023 Recall Update - 06/26/2023
Safety Recall N212345944 High Voltage Battery May Melt or Burn (Customer Owned and Used Inventory): The VINs involved in the safety recall are customer owned and used inventory 2020-22 Chevrolet Bolt EV and 2022 Bolt EUV vehicles. Dealers are instructed...
May 2022 Recall Update - 04/26/2022
... Propulsion (Left): The recall has been revised to update a part number and include a copy of the customer notification letter. The program affects certain 2021 Cadillac Escalade/Escalade ESV, Chevrolet Suburban/Tahoe, GMC Yukon/Yukon XL vehicles equipped...
Cust Reimbursement - SC#10240 - 12/07/2011
I have a customer seeking reimbursement for repairs he had made at a small repair shop .... then received the Special Coverage letter ---- my question is ?? The part listed is not a GM PT#, can he still seek reimbursement ??
March 2021 Recall Update - 02/25/2021
... of overheating or a track receipt. The bulletin affects certain Chevrolet Corvette vehicles. Customer Satisfaction Recall N202307990 Loss of Propulsion: Approximately 67,400 vehicles are included in the recall population that addresses a condition...
The Warranty Shop Copy - 01/23/2017
After a service advisor creates a job card, it is printed to capture the customer’s signature. Some dealers get the customer’s signature electronically, prior to printing, that is displayed in the customer signature line after printing, but...
December 2016 Recall Update - 11/29/2016
Recall 14294: Subsequent Customer Refusal to Replace Key After Key Assembly Kit Special Ordered: In the event that a key assembly is special ordered for a customer vehicle, and the customer subsequently refuses completion of the recall, the dealer may...
A Review of Roadside Assistance - 02/07/2012
... but it's even more unpleasant when it's the winter season in a freezing cold, snowy weather state. Customers who purchase a new GM vehicle don't have to worry about being stranded during these minor emergencies because Roadside Assistance is included...
The Service Advisor - 03/10/2011
It has been said that service consultants are the face of General Motors. The customer purchases a vehicle from GM but never deals directly with any employee of the company; their dealings are with the dealership and most often with the service advisor....
Missed Revenue - Active Service Consulting - 01/06/2010
Customer consulting, aka service reception or service write up, is the most important interaction with the customer in the service transaction process. This particular part of the process can set the entire service visit up for success or failure.Did ...
Customer Enthusiasm - 07/01/2014
Customer enthusiasm sounds like a description of a customer who is really excited about something. In fact, the dictionary defines enthusiasm as, "something causing a feeling of excitement and active interest." GM has its own definition of customer enthusiasm ...
Customer Assistance - 04/28/2015
When a customer experiences an issue or concern with their vehicle, the Warranty and Owner Assistance Information booklet provides the customer with steps that may be taken to resolve the issue. The booklet states that customer satisfaction and goodwill...
Courtesy Transportation - 02/27/2020
Same Day Repairs vs. Overnight Repairs: GM offers a variety of courtesy transportation options for your customers and reimburses dealers to offset some of those costs. Options include shuttle service, rentals, fuel reimbursement, and public transportation...
What Would You Do - 09/18 - 08/20/2018
The CUE infotainment system in a customer’s Cadillac required replacement. Since the vehicle was out of warranty the service advisor obtained customer approval and the new component was ordered from the ESC. The customer was advised that the service...
May 2019 Recall Update - 04/22/2019
... 2013-17 GMC Acadia vehicles equipped with Side Active Safety-Obstacle Detection Enhanced. Customer Satisfaction Recall N172130462: Loss of Propulsion Due to Low Cell Voltage: Certain 2013 Chevrolet Volt vehicles equipped with a high voltage battery...
Documenting Customer Concerns Correctly - 02/07/2012
Accurately understanding your customer's concern with their vehicle is the first step in correcting the concern. The most important tasks of the service advisor position is to first, listen to the customer; second, ask questions; third, write the details...
GM Certified Service Lifetime Service Guarantee - 06/06/2012
All GM service agents have the opportunity to offer their customers a Limited Lifetime Service Guarantee warranty, on eligible parts, by signing an agreement. The key factor in this guarantee is that the customer must return to the selling service agent...
Concern Not Duplicated - 05/14/2013
Many service managers have an aversion to using customer concern not duplicated labour operations. Their concerns are legitimate: If the customer receives a survey as the result of their service visit where their concern was not duplicated, thus not repaired,...
Service Management Approvals & Authorizations - 10/23/2018
... Decision, OLH Ceiling Exceeded, Part Ceiling Exceeded, Repeat Repair, and Net Ceiling Exceeded. Customer concern not duplicated labor operations, customer reimbursements, customer signature not available, warranty on dealer owned inventory (excluding...
Re: Deductible - 02/23/2010
I have a claim that paid through GMPP and the customer is requesting reimbursement of his 200.00 deductible from this repair our rep has authorized this reimbursment. When I put it into GWM am I starting a new transaction? Is it for a reimbursement...
August 2021 Recall Update - 07/27/2021
... bulletin has been revised to include an update to the correction statement, service procedure, and customer reimbursement sections. The recall affects certain 2012-13 Chevrolet Equinox and GMC Terrain vehicles. Safety Recall N202325410 Loss of...
How Many Customer Signatures are Necessary? - 11/18/2013
Customer signatures have been a hot topic of late; specifically the lack thereof. Per Policies and Procedures, a customer's signature is the means for authorizing the dealership to work on their vehicle and it must be obtained prior to any work being ...
Policy and Customer Participation - 10/08/2012
... by the service agent is being scrutinized as to why the policy decision was made and how much the customer participated towards the repair. The bullets below were taken from bulletin 11-00-89-005A.A greater level of GM participation can be considered...
Service Workbench: Customer and Vehicle History - 06/30/2011
Part of the process of creating a job card, customer pay or warranty, is to review the vehicle information and service history. In GWM, the Service Workbench Menu & Toolkit is the go-to source for a wealth of information that enables service advisors...
Policy Repairs and Mandatory Minimums - 11/05/2012
... requested of GM more specific guidelines when it comes to offering policy repairs to their customers. Those guidelines are now in place. Service agents have struggled with determining who should be offered assistance, how much should be offered, and...
Help Customers Understand Oil Change Mileage - 10/03/2014
... 2 years or 24,000 miles, but there is a limit of 4 service events during this timeframe. For most customers, the 4 service events will be spread out in such a way to receive the full 2-year/24,000 mile coverage. Services are expected to be performed...
Shuttle Service Temporarily Expanded - 05/29/2020
... and after, GM is temporarily extending shuttle coverage to include picking up and delivering your customer’s vehicles to and from the dealership and their home, workplace, or a location of their choosing. This change is to offer an option for your...
Goodwill Tool Updates - 03/23/2024
Goodwill: A tool used to offset customer dissatisfaction caused by their Chevrolet, Buick, GMC or Cadillac vehicle. Goodwill is not an expense to cover a vehicle repair. A variety of Goodwill Tools are available to dealer management for resolving...
USED CAR LOANER - 03/23/2011
CAN YOU GET ANY KIND OF REIMBURSEMENT IF YOU LOAN A CUSTOMER A USED CAR FOR WARRANTY WORK DONE?
What Would You Do - 12/16 - 11/29/2016
... was reported salvaged in August of 2013, and the repairs were performed in November 2013. The customer received notice of the recall in October 2016, which prompted the visit to the dealership for reimbursement. The recall states that the engine...
GM Authorization - 02/26/2024
... as a net item expense rather than in the parts field. Another inputting error example occurs when customer participation or customer reimbursement expenses are entered in the miscellaneous net item field. Non-warranty coverage. Repair expenses associated...
January 2020 Recall Update - 01/03/2020
... a couple updates to make corrections to the labor table and service procedure and to add customer reimbursement labor operations. Certain 2019 Cadillac CT6 vehicles equipped with a Brake Lining Wear System Life Span Prognostic Indicator are included...
Empowerment Part II - 03/21/2017
... empowerment. The terminology associated with the empowerment program, such as Goodwill, Policy, Customer Enthusiasm, and Warranty, have evolved over the years. The following provides the definitions of each of these keywords: This is the second part...
Properly Documenting a Policy Repair - 02/02/2016
... manager's written explanation. Close to vehicle or component's warranty expiration - A customer with a vehicle just out of warranty, by time or mileage, is someone more likely to consider for a policy repair as opposed to someone who is out by a...
Customer Concern Verification Sheets - 04/13/2010
... discuss in our Warranty Management Workshop is designed to help service advisors communicate the customer's concern to the technician. This worksheet is called the "Customer Concern Verification Sheet" and is found in bulletin 01-00-89-010 and within...
Enhanced Buick and GMC Courtesy Transportation Program - 12/18/2012
... Buick and GMC Courtesy Transportation Program are rewarded with a higher reimbursement rate and customers who are less inconvenienced. The program requires that: A minimum of three Buick and GMC vehicles be in the rental fleet. A daily rental log...
When a customer experiences an issue or concern with their vehicle, the Warranty and Owner Assistance Information booklet provides the customer with steps that may be taken to resolve the issue. The booklet states that customer satisfaction and goodwill...
Courtesy Transportation - 02/27/2020
Same Day Repairs vs. Overnight Repairs: GM offers a variety of courtesy transportation options for your customers and reimburses dealers to offset some of those costs. Options include shuttle service, rentals, fuel reimbursement, and public transportation...
What Would You Do - 09/18 - 08/20/2018
The CUE infotainment system in a customer’s Cadillac required replacement. Since the vehicle was out of warranty the service advisor obtained customer approval and the new component was ordered from the ESC. The customer was advised that the service...
May 2019 Recall Update - 04/22/2019
... 2013-17 GMC Acadia vehicles equipped with Side Active Safety-Obstacle Detection Enhanced. Customer Satisfaction Recall N172130462: Loss of Propulsion Due to Low Cell Voltage: Certain 2013 Chevrolet Volt vehicles equipped with a high voltage battery...
Documenting Customer Concerns Correctly - 02/07/2012
Accurately understanding your customer's concern with their vehicle is the first step in correcting the concern. The most important tasks of the service advisor position is to first, listen to the customer; second, ask questions; third, write the details...
GM Certified Service Lifetime Service Guarantee - 06/06/2012
All GM service agents have the opportunity to offer their customers a Limited Lifetime Service Guarantee warranty, on eligible parts, by signing an agreement. The key factor in this guarantee is that the customer must return to the selling service agent...
Concern Not Duplicated - 05/14/2013
Many service managers have an aversion to using customer concern not duplicated labour operations. Their concerns are legitimate: If the customer receives a survey as the result of their service visit where their concern was not duplicated, thus not repaired,...
Service Management Approvals & Authorizations - 10/23/2018
... Decision, OLH Ceiling Exceeded, Part Ceiling Exceeded, Repeat Repair, and Net Ceiling Exceeded. Customer concern not duplicated labor operations, customer reimbursements, customer signature not available, warranty on dealer owned inventory (excluding...
Re: Deductible - 02/23/2010
I have a claim that paid through GMPP and the customer is requesting reimbursement of his 200.00 deductible from this repair our rep has authorized this reimbursment. When I put it into GWM am I starting a new transaction? Is it for a reimbursement...
August 2021 Recall Update - 07/27/2021
... bulletin has been revised to include an update to the correction statement, service procedure, and customer reimbursement sections. The recall affects certain 2012-13 Chevrolet Equinox and GMC Terrain vehicles. Safety Recall N202325410 Loss of...
How Many Customer Signatures are Necessary? - 11/18/2013
Customer signatures have been a hot topic of late; specifically the lack thereof. Per Policies and Procedures, a customer's signature is the means for authorizing the dealership to work on their vehicle and it must be obtained prior to any work being ...
Policy and Customer Participation - 10/08/2012
... by the service agent is being scrutinized as to why the policy decision was made and how much the customer participated towards the repair. The bullets below were taken from bulletin 11-00-89-005A.A greater level of GM participation can be considered...
Service Workbench: Customer and Vehicle History - 06/30/2011
Part of the process of creating a job card, customer pay or warranty, is to review the vehicle information and service history. In GWM, the Service Workbench Menu & Toolkit is the go-to source for a wealth of information that enables service advisors...
Policy Repairs and Mandatory Minimums - 11/05/2012
... requested of GM more specific guidelines when it comes to offering policy repairs to their customers. Those guidelines are now in place. Service agents have struggled with determining who should be offered assistance, how much should be offered, and...
Help Customers Understand Oil Change Mileage - 10/03/2014
... 2 years or 24,000 miles, but there is a limit of 4 service events during this timeframe. For most customers, the 4 service events will be spread out in such a way to receive the full 2-year/24,000 mile coverage. Services are expected to be performed...
Shuttle Service Temporarily Expanded - 05/29/2020
... and after, GM is temporarily extending shuttle coverage to include picking up and delivering your customer’s vehicles to and from the dealership and their home, workplace, or a location of their choosing. This change is to offer an option for your...
Goodwill Tool Updates - 03/23/2024
Goodwill: A tool used to offset customer dissatisfaction caused by their Chevrolet, Buick, GMC or Cadillac vehicle. Goodwill is not an expense to cover a vehicle repair. A variety of Goodwill Tools are available to dealer management for resolving...
USED CAR LOANER - 03/23/2011
CAN YOU GET ANY KIND OF REIMBURSEMENT IF YOU LOAN A CUSTOMER A USED CAR FOR WARRANTY WORK DONE?
What Would You Do - 12/16 - 11/29/2016
... was reported salvaged in August of 2013, and the repairs were performed in November 2013. The customer received notice of the recall in October 2016, which prompted the visit to the dealership for reimbursement. The recall states that the engine...
GM Authorization - 02/26/2024
... as a net item expense rather than in the parts field. Another inputting error example occurs when customer participation or customer reimbursement expenses are entered in the miscellaneous net item field. Non-warranty coverage. Repair expenses associated...
January 2020 Recall Update - 01/03/2020
... a couple updates to make corrections to the labor table and service procedure and to add customer reimbursement labor operations. Certain 2019 Cadillac CT6 vehicles equipped with a Brake Lining Wear System Life Span Prognostic Indicator are included...
Empowerment Part II - 03/21/2017
... empowerment. The terminology associated with the empowerment program, such as Goodwill, Policy, Customer Enthusiasm, and Warranty, have evolved over the years. The following provides the definitions of each of these keywords: This is the second part...
Properly Documenting a Policy Repair - 02/02/2016
... manager's written explanation. Close to vehicle or component's warranty expiration - A customer with a vehicle just out of warranty, by time or mileage, is someone more likely to consider for a policy repair as opposed to someone who is out by a...
Customer Concern Verification Sheets - 04/13/2010
... discuss in our Warranty Management Workshop is designed to help service advisors communicate the customer's concern to the technician. This worksheet is called the "Customer Concern Verification Sheet" and is found in bulletin 01-00-89-010 and within...
Enhanced Buick and GMC Courtesy Transportation Program - 12/18/2012
... Buick and GMC Courtesy Transportation Program are rewarded with a higher reimbursement rate and customers who are less inconvenienced. The program requires that: A minimum of three Buick and GMC vehicles be in the rental fleet. A daily rental log...
Waiving the Diagnostic Fee - 12/19/2014
When a customer calls the Customer Assistance Center with a complaint involving a problem with their vehicle that is out of warranty, a CAC representative may arrange for the vehicle to be diagnosed at no cost to the customer. They will direct the customer...
Policy, Goodwill, Customer Enthusiasm, & Warranty - 04/22/2019
All GM warranty transactions are not the same. Warranty, Policy, Customer Enthusiasm and Goodwill transactions may all be paid by GM, but are all handled uniquely to satisfy the customer’s request for assistance. The following terms are used to...
Policy, Goodwill, Customer Enthusiasm, and Warranty - 04/29/2020
All GM warranty transactions are not the same. Warranty, Policy, Customer Enthusiasm and Goodwill transactions may all be paid by GM, but are all handled uniquely to satisfy the customer’s request for assistance. The following terms are used to...
NOVEMBER 2020 RECALL UPDATE - 10/27/2020
... (LH) Roof Rail Air Bag Performance: The recall bulletin has been updated to include a copy of the customer letter, an updated parts table, and additional instructions. The following 2020 model year vehicles are included in the program: Buick Enclave,...
January 2024 Recall Update - 12/26/2023
... revised to include a revised correction statement. Customer Satisfaction Recall N232424790 Reimbursement for Lighted Sill Plate: The recall has been issued to address a condition in which certain 2023 Cadillac Escalade/Escalade ESV, Chevrolet Suburban,...
Policy, Goodwill, Customer Enthusiasm, and Warranty - 04/25/2023
All GM warranty transactions are not the same. Warranty, Policy, Customer Enthusiasm and Goodwill transactions may all be paid by GM, but are all handled uniquely to satisfy the customer’s request for assistance. The following terms are used to...
Forum - 08/02/2021
If the vehicle was still under warranty coverage, whatever the customer had to pay out of pocket would be reimburseable up to 1000.00. If it's over that it would need approval by the WSC. You will need the original paid copy of the sublet...
Forum - 09/09/2019
That's how I thought I would submit it, I just wasn't sure if I put the full amount in reimbursement net item and then enter customer participation amount or, just put amount GM would have covered into reimbursement net item.
Early Bird Envelopes, Drop Off & Pre-Write Up Forms - 08/25/2020
Service customers who choose to drop their vehicles off without going into the service department can use an early bird envelope or other type of drop off form for providing authorization to repair their vehicles. Your customer provides their authorization...
Policy Decisions - 10/03/2014
... each situation must be considered on an individual basis. Service management must engage with the customer and make the best business decision for each case. Factors that support a policy decision include: close to vehicle or component's warranty...
Policy Decision - 10/02/2015
I recently spoke with a dealer about a policy decision scenario. The dealer was interested in offering a customer that was out of warranty, by some time and quite a few miles, assistance to replace the four wheels on her vehicle due to corrosion. After...
Towing - 10/26/2016
... that cannot be driven safely. Towing should be to the closest GM dealership, which may not be the customer's preference. The maximum tow dollar amount allowed is $130.00. Tow invoices must contain the reason for the tow, the license plate number...
How to Handle Customer Participation - 07/02/2012
When the dealer, the customer and GM are splitting the expenseWe are all familiar with the process for entering a customer participation expense in the transaction when the customer is being asked to participate in the expense of a repair. The amount...
The Warranty Parts Center and Customer Enthusiasm - 06/06/2012
... is not covered if damaged. However, service agents have an option of covering damaged parts with Customer Enthusiasm. Customer Enthusiasm is an empowerment tool that service agents have had for some time now that allows covering the cost of a component...
Customer Concern Not Duplicated - 02/07/2012
The Customer Concern Not Duplicated bulletin (number 06-00-89-026) has been revised to include a new requirement for the engine controls and fuel could not duplicate labour operation, J9992. The entry of the diagnostic P-code in the labour dependency...
Customer States - 04/13/2012
... to the service manager's attention, it should not be added on to the job card with the statement "customer states". If the customer didn't truly state the concern, it shouldn't be indicated as such on the job card.An example: while performing an unrelated...
Dexos1 Reimbursement - 12/18/2012
... with any 2011, and newer, model year Chevrolet, Buick, GMC or Cadillac vehicle which has a customer pay lube, oil and filter service performed at a GM Dealership. The program is only valid with customer pay lube, oil and filter services and it may not...
Customer Concern Not Duplicated UPDATE - 12/18/2012
Bulletin 06-00-89-026J was revised in late November. The bulletin was updated to contain additional information for the Customer Concern Not Duplicated/Verified Labour Operation Numbers N9991 and N9996. A note has been added to operation N9991 (OnStar/Bluetooth)...
Customer Loyalty - 10/08/2012
GM is looking to achieve customer loyalty rates of at least 58%. That industry leading customer loyalty rate could add more than $4 billion in annual revenue and product development. Toyota is the current industry leader at 52-53%. More than 70% of the...
Warranty Review Deviations - 03/11/2013
... these five deviations were very basic job card requirements. The first deviation is a missing customer signature. We as customers and consumers sign our names a lot. We're used to it. Signing a job card should be so automatic that service advisors...
Part Allowance Reimbursement - 01/24/2013
Occasionally, GM may directly supply parts to a dealership for the repair of a vehicle. When this happens, it is typically sent at no charge. A service agent is allowed and entitled to an appropriate handling allowance even though there was no cost involved. ...
Everyday Value and the $5 Reimbursement - 11/17/2011
... and 27-point inspection, sold for $39.95 or less. Research has shown that the number one reason customers do not return to the dealership for maintenance service is the price. Value pricing will help get your customers in your dealership. The multipoint...
Customer Satisfaction Recall 10287A - 03/10/2011
Premature Timing Chain Wear-Reprogram ECM: Certain 2009 Buick Enclave; 2007-2009 Cadillac CTS, SRX, STS; 2009 Chevrolet Traverse; 2007 and 2009 GMC Acadia vehicles equipped with a HFV6 engine could experience premature timing chain wear and illumination ...
Customer Satisfaction Recall 10085D - 02/23/2011
Airbag Readiness Light/Service Airbag Message: An update for this recall was released in early February. The recall now supports replacement of the front seat-mounted side impact airbag connectors on all involved vehicles. Involved vehicles include the ...
Customer Satisfaction Recall 10287 - 02/23/2011
Premature Timing Chain Wear: Approximately 380,000 vehicles equipped with a HFV6 engine may require reprogramming of the engine control module. The recall affects certain 2007 GMC Acadia; 2007-2009 Cadillac CTS, SRX, STS; and 2009 Buick Enclave, Chevrolet ...
When a customer calls the Customer Assistance Center with a complaint involving a problem with their vehicle that is out of warranty, a CAC representative may arrange for the vehicle to be diagnosed at no cost to the customer. They will direct the customer...
Policy, Goodwill, Customer Enthusiasm, & Warranty - 04/22/2019
All GM warranty transactions are not the same. Warranty, Policy, Customer Enthusiasm and Goodwill transactions may all be paid by GM, but are all handled uniquely to satisfy the customer’s request for assistance. The following terms are used to...
Policy, Goodwill, Customer Enthusiasm, and Warranty - 04/29/2020
All GM warranty transactions are not the same. Warranty, Policy, Customer Enthusiasm and Goodwill transactions may all be paid by GM, but are all handled uniquely to satisfy the customer’s request for assistance. The following terms are used to...
NOVEMBER 2020 RECALL UPDATE - 10/27/2020
... (LH) Roof Rail Air Bag Performance: The recall bulletin has been updated to include a copy of the customer letter, an updated parts table, and additional instructions. The following 2020 model year vehicles are included in the program: Buick Enclave,...
January 2024 Recall Update - 12/26/2023
... revised to include a revised correction statement. Customer Satisfaction Recall N232424790 Reimbursement for Lighted Sill Plate: The recall has been issued to address a condition in which certain 2023 Cadillac Escalade/Escalade ESV, Chevrolet Suburban,...
Policy, Goodwill, Customer Enthusiasm, and Warranty - 04/25/2023
All GM warranty transactions are not the same. Warranty, Policy, Customer Enthusiasm and Goodwill transactions may all be paid by GM, but are all handled uniquely to satisfy the customer’s request for assistance. The following terms are used to...
Forum - 08/02/2021
If the vehicle was still under warranty coverage, whatever the customer had to pay out of pocket would be reimburseable up to 1000.00. If it's over that it would need approval by the WSC. You will need the original paid copy of the sublet...
Forum - 09/09/2019
That's how I thought I would submit it, I just wasn't sure if I put the full amount in reimbursement net item and then enter customer participation amount or, just put amount GM would have covered into reimbursement net item.
Early Bird Envelopes, Drop Off & Pre-Write Up Forms - 08/25/2020
Service customers who choose to drop their vehicles off without going into the service department can use an early bird envelope or other type of drop off form for providing authorization to repair their vehicles. Your customer provides their authorization...
Policy Decisions - 10/03/2014
... each situation must be considered on an individual basis. Service management must engage with the customer and make the best business decision for each case. Factors that support a policy decision include: close to vehicle or component's warranty...
Policy Decision - 10/02/2015
I recently spoke with a dealer about a policy decision scenario. The dealer was interested in offering a customer that was out of warranty, by some time and quite a few miles, assistance to replace the four wheels on her vehicle due to corrosion. After...
Towing - 10/26/2016
... that cannot be driven safely. Towing should be to the closest GM dealership, which may not be the customer's preference. The maximum tow dollar amount allowed is $130.00. Tow invoices must contain the reason for the tow, the license plate number...
How to Handle Customer Participation - 07/02/2012
When the dealer, the customer and GM are splitting the expenseWe are all familiar with the process for entering a customer participation expense in the transaction when the customer is being asked to participate in the expense of a repair. The amount...
The Warranty Parts Center and Customer Enthusiasm - 06/06/2012
... is not covered if damaged. However, service agents have an option of covering damaged parts with Customer Enthusiasm. Customer Enthusiasm is an empowerment tool that service agents have had for some time now that allows covering the cost of a component...
Customer Concern Not Duplicated - 02/07/2012
The Customer Concern Not Duplicated bulletin (number 06-00-89-026) has been revised to include a new requirement for the engine controls and fuel could not duplicate labour operation, J9992. The entry of the diagnostic P-code in the labour dependency...
Customer States - 04/13/2012
... to the service manager's attention, it should not be added on to the job card with the statement "customer states". If the customer didn't truly state the concern, it shouldn't be indicated as such on the job card.An example: while performing an unrelated...
Dexos1 Reimbursement - 12/18/2012
... with any 2011, and newer, model year Chevrolet, Buick, GMC or Cadillac vehicle which has a customer pay lube, oil and filter service performed at a GM Dealership. The program is only valid with customer pay lube, oil and filter services and it may not...
Customer Concern Not Duplicated UPDATE - 12/18/2012
Bulletin 06-00-89-026J was revised in late November. The bulletin was updated to contain additional information for the Customer Concern Not Duplicated/Verified Labour Operation Numbers N9991 and N9996. A note has been added to operation N9991 (OnStar/Bluetooth)...
Customer Loyalty - 10/08/2012
GM is looking to achieve customer loyalty rates of at least 58%. That industry leading customer loyalty rate could add more than $4 billion in annual revenue and product development. Toyota is the current industry leader at 52-53%. More than 70% of the...
Warranty Review Deviations - 03/11/2013
... these five deviations were very basic job card requirements. The first deviation is a missing customer signature. We as customers and consumers sign our names a lot. We're used to it. Signing a job card should be so automatic that service advisors...
Part Allowance Reimbursement - 01/24/2013
Occasionally, GM may directly supply parts to a dealership for the repair of a vehicle. When this happens, it is typically sent at no charge. A service agent is allowed and entitled to an appropriate handling allowance even though there was no cost involved. ...
Everyday Value and the $5 Reimbursement - 11/17/2011
... and 27-point inspection, sold for $39.95 or less. Research has shown that the number one reason customers do not return to the dealership for maintenance service is the price. Value pricing will help get your customers in your dealership. The multipoint...
Customer Satisfaction Recall 10287A - 03/10/2011
Premature Timing Chain Wear-Reprogram ECM: Certain 2009 Buick Enclave; 2007-2009 Cadillac CTS, SRX, STS; 2009 Chevrolet Traverse; 2007 and 2009 GMC Acadia vehicles equipped with a HFV6 engine could experience premature timing chain wear and illumination ...
Customer Satisfaction Recall 10085D - 02/23/2011
Airbag Readiness Light/Service Airbag Message: An update for this recall was released in early February. The recall now supports replacement of the front seat-mounted side impact airbag connectors on all involved vehicles. Involved vehicles include the ...
Customer Satisfaction Recall 10287 - 02/23/2011
Premature Timing Chain Wear: Approximately 380,000 vehicles equipped with a HFV6 engine may require reprogramming of the engine control module. The recall affects certain 2007 GMC Acadia; 2007-2009 Cadillac CTS, SRX, STS; and 2009 Buick Enclave, Chevrolet ...
Customer Satisfaction Recall 11030 - 02/23/2011
... Equinox and GMC Terrain vehicles. The calibration was received when the vehicles were serviced for Customer Satisfaction Program 11004. Dealers are to reprogram the BCM. The recall is in effect until January 31, 2013. ...
Customer Satisfaction Recall 10256 - 01/19/2011
... to replace the ignition lock cylinder. Approximately 54,000 vehicles are involved. GM is notifying customers in phases of the recall due to parts availability. The recall is in effect until January 31, 2013. ...
Labour Operation is not valid for Customer Complaint Code - 04/12/2011
... immediate rejection. There has been a recent trend of transaction rejects for improper or misused customer complaint codes.Remember that a customer complaint code must closely match or be related to the component that has been repaired or replaced. For...
Customer Satisfaction Program 10257B - 04/12/2011
Brake Pressure Modulator Valve Malfunction: Certain 2011 Buick LaCrosse vehicles may have a Brake Pressure Modulator Valve (BPMV) that contains a pressure relief valve that may not perform to specification under certain ABS events. Dealers are to inspect ...
Customer Satisfaction Program 11034 - 04/12/2011
Service Air Bag Message-Replace Connectors: Approximately 52,000 vehicles are involved in the recall to inspect and, if necessary, replace the front seat mounted side impact air bag connectors. The recall involves certain 2010 Chevrolet Malibu and Pontiac ...
Customer Satisfaction Recall 11004 - 01/19/2011
Battery Drain - Reprogram Body Control Module: Recall 11004 was issued in early January and involves approximately 9,600 vehicles. Involved vehicles may have an incorrect calibration in the BCM causing interior backlighting in the instrument panel to ...
Customer Satisfaction Recall 10085C - 12/24/2010
Airbag Readiness Light/Service Airbag Message: GM has revised bulletin 10085 to add approximately 9,000 more vehicles to the recall population, including certain 2008 model year Buick Enclave and GMC Acadias. The recall also applies to certain 2010 Chevrolet ...
Customer Satisfaction Recall 10354 - 12/24/2010
Missing Certification and/or Tire and Loading Information Label: A missing tire and loading information label prompted a recall on approximately 7,000 Chevrolet Cruze vehicles. Dealers are to inspect the vehicle for the tire and loading information label ...
Customer Satisfaction Recall 10309 - 12/24/2010
Power Steering Leak: Certain Cadillac SRX vehicles may have a condition in which the power steering gear return line may wear, possibly resulting in a power steering fluid leak. This condition affects approximately 40,000 vehicles. Dealers are to install ...
Customer Satisfaction Recall 09241B - 11/18/2010
Transmission Clutch Housing Fracture-Expiration Date Extended: A recall that affects certain 2008-2009 Chevrolet Tahoe and GMC Yukon; and 2009 Cadillac Escalade, Chevrolet Silverado and GMC Sierra vehicles equipped with a two mode hybrid transmission ...
Customer Satisfaction Recall 08014B - 11/18/2010
... for recent replacement to determine if the new assembly has a vapor barrier instead of vent tubes. Customers may experience a condition in which water may enter the headlamp assemblies. ...
Customer Satisfaction Recall 10257A - 11/18/2010
Brake Pressure Modulator Valve Malfunction: Approximately 5,000 Buick LaCrosse vehicles were built with a brake pressure modulator valve that contains a pressure relief valve that may not conform to GM specifications under certain antilock braking events. ...
Customer Satisfaction Recall 09038A - 10/13/2010
Enhanced Calibration for Transmission Overheat in Extreme Cold Air Temperatures - Expiration Date Extended: The recall has been revised to extend the expiration date of the program. The program that affects certain 2006-2008 Chevrolet Silverado HD and ...
Customer Enthusiasm Repairs - 09/16/2010
Maintaining a strong and healthy customer base is paramount for any dealer. Outstanding vehicle selection, a knowledgeable service department, and a friendly sales staff are just the start. There may be times when maintaining customer loyalty requires...
Customer Satisfaction Recall 09051 - 09/16/2010
Temporary Reduction in Power Brake Assist in Extreme Cold Weather: The recall has been updated to announce an extended expiration date. The program that affects certain 2009 Buick Enclave, Chevrolet Traverse, and GMC Acadia vehicles that are registered ...
Customer Satisfaction Program 10037 - 05/12/2010
Unwanted Repeat Calls to OnStar: Approximately 520 vehicles may have a condition in which the vehicle's OnStar system repeatedly makes incomplete calls to OnStar without the occupant's input or knowledge. Dealers are to replace the OnStar module (VCIM) ...
Customer Satisfaction Program 10085 - 06/07/2010
Airbag Readiness Light/Service Airbag Message: Approximately 131,017 vehicles may have a wear condition which could lead to corrosion in the connector terminal pins at the connection between the body main wiring harness and the front driver and passenger ...
Customer Satisfaction Recall 10085A - 07/02/2010
Airbag Readiness Light/Service Airbag Message - Reroute Wire Harness/Replace Connectors: This recall has been revised to include delivered vehicles. The recall applies to certain 2010 Chevrolet Malibu and Pontiac G6 vehicles. Involved vehicles may experience ...
Customer Satisfaction Recall 08312A - 08/10/2010
Convertible Roof Cover Separation - Expiration Date Extended: This recall has been updated to announce an extended expiration date. The program has been extended to May 31, 2011. The recall affects certain 2008-2009 Chevrolet Corvette vehicles equipped ...
Customer Satisfaction Recall 09160A - 08/10/2010
Clutch Spring Fracture-Replace Clutch - Expiration Date Extended: This recall has been updated to announce an extended expiration date. The program has been extended to July 31, 2011. The recall affects certain 2009 Chevrolet Corvette ZR1 vehicles. ...
Customer Satisfaction Recall 09237C - 08/10/2010
... section. The service kit required for the repair on AWD vehicles in now available from GM Customer Care and Aftersales. The product enhancements affect certain 2010 Cadillac SRX vehicles. Dealers are to install a service kit for the propshaft rear center...
Customer Satisfaction Recall 10193 - 08/10/2010
Headliner Odor: Certain 2011 model year Buick Regal vehicles may produce an odor from the headliner. Dealers are to inspect, and if necessary, replace the headliner.
What Is Customer Enthusiasm? - 01/06/2010
It's natural to think that customer enthusiasm would mean offering goodwill assistance to a customer whose vehicle is out warranty. In Global Warranty, however, customer enthusiasm is a different kind of goodwill. There is a specific reason for checking...
Customer Satisfaction Recall 09104 - 01/06/2010
... enter the front door latch housing and potentially freeze. If this condition presents itself the customer may not be able to open the front doors using the outside door handle, or the door may not latch when the door is closed. Dealers are to seal the...
Dealer Empowerment Labor Operations and Customer Enthusiasm - 10/26/2016
... Vehicle Payment Expense have specific applications and inappropriate use will result in a debit.Customer Enthusiasm is a repair performed with GM participation, within the warranty period, where the product issue is not the result of a defect in material...
... Equinox and GMC Terrain vehicles. The calibration was received when the vehicles were serviced for Customer Satisfaction Program 11004. Dealers are to reprogram the BCM. The recall is in effect until January 31, 2013. ...
Customer Satisfaction Recall 10256 - 01/19/2011
... to replace the ignition lock cylinder. Approximately 54,000 vehicles are involved. GM is notifying customers in phases of the recall due to parts availability. The recall is in effect until January 31, 2013. ...
Labour Operation is not valid for Customer Complaint Code - 04/12/2011
... immediate rejection. There has been a recent trend of transaction rejects for improper or misused customer complaint codes.Remember that a customer complaint code must closely match or be related to the component that has been repaired or replaced. For...
Customer Satisfaction Program 10257B - 04/12/2011
Brake Pressure Modulator Valve Malfunction: Certain 2011 Buick LaCrosse vehicles may have a Brake Pressure Modulator Valve (BPMV) that contains a pressure relief valve that may not perform to specification under certain ABS events. Dealers are to inspect ...
Customer Satisfaction Program 11034 - 04/12/2011
Service Air Bag Message-Replace Connectors: Approximately 52,000 vehicles are involved in the recall to inspect and, if necessary, replace the front seat mounted side impact air bag connectors. The recall involves certain 2010 Chevrolet Malibu and Pontiac ...
Customer Satisfaction Recall 11004 - 01/19/2011
Battery Drain - Reprogram Body Control Module: Recall 11004 was issued in early January and involves approximately 9,600 vehicles. Involved vehicles may have an incorrect calibration in the BCM causing interior backlighting in the instrument panel to ...
Customer Satisfaction Recall 10085C - 12/24/2010
Airbag Readiness Light/Service Airbag Message: GM has revised bulletin 10085 to add approximately 9,000 more vehicles to the recall population, including certain 2008 model year Buick Enclave and GMC Acadias. The recall also applies to certain 2010 Chevrolet ...
Customer Satisfaction Recall 10354 - 12/24/2010
Missing Certification and/or Tire and Loading Information Label: A missing tire and loading information label prompted a recall on approximately 7,000 Chevrolet Cruze vehicles. Dealers are to inspect the vehicle for the tire and loading information label ...
Customer Satisfaction Recall 10309 - 12/24/2010
Power Steering Leak: Certain Cadillac SRX vehicles may have a condition in which the power steering gear return line may wear, possibly resulting in a power steering fluid leak. This condition affects approximately 40,000 vehicles. Dealers are to install ...
Customer Satisfaction Recall 09241B - 11/18/2010
Transmission Clutch Housing Fracture-Expiration Date Extended: A recall that affects certain 2008-2009 Chevrolet Tahoe and GMC Yukon; and 2009 Cadillac Escalade, Chevrolet Silverado and GMC Sierra vehicles equipped with a two mode hybrid transmission ...
Customer Satisfaction Recall 08014B - 11/18/2010
... for recent replacement to determine if the new assembly has a vapor barrier instead of vent tubes. Customers may experience a condition in which water may enter the headlamp assemblies. ...
Customer Satisfaction Recall 10257A - 11/18/2010
Brake Pressure Modulator Valve Malfunction: Approximately 5,000 Buick LaCrosse vehicles were built with a brake pressure modulator valve that contains a pressure relief valve that may not conform to GM specifications under certain antilock braking events. ...
Customer Satisfaction Recall 09038A - 10/13/2010
Enhanced Calibration for Transmission Overheat in Extreme Cold Air Temperatures - Expiration Date Extended: The recall has been revised to extend the expiration date of the program. The program that affects certain 2006-2008 Chevrolet Silverado HD and ...
Customer Enthusiasm Repairs - 09/16/2010
Maintaining a strong and healthy customer base is paramount for any dealer. Outstanding vehicle selection, a knowledgeable service department, and a friendly sales staff are just the start. There may be times when maintaining customer loyalty requires...
Customer Satisfaction Recall 09051 - 09/16/2010
Temporary Reduction in Power Brake Assist in Extreme Cold Weather: The recall has been updated to announce an extended expiration date. The program that affects certain 2009 Buick Enclave, Chevrolet Traverse, and GMC Acadia vehicles that are registered ...
Customer Satisfaction Program 10037 - 05/12/2010
Unwanted Repeat Calls to OnStar: Approximately 520 vehicles may have a condition in which the vehicle's OnStar system repeatedly makes incomplete calls to OnStar without the occupant's input or knowledge. Dealers are to replace the OnStar module (VCIM) ...
Customer Satisfaction Program 10085 - 06/07/2010
Airbag Readiness Light/Service Airbag Message: Approximately 131,017 vehicles may have a wear condition which could lead to corrosion in the connector terminal pins at the connection between the body main wiring harness and the front driver and passenger ...
Customer Satisfaction Recall 10085A - 07/02/2010
Airbag Readiness Light/Service Airbag Message - Reroute Wire Harness/Replace Connectors: This recall has been revised to include delivered vehicles. The recall applies to certain 2010 Chevrolet Malibu and Pontiac G6 vehicles. Involved vehicles may experience ...
Customer Satisfaction Recall 08312A - 08/10/2010
Convertible Roof Cover Separation - Expiration Date Extended: This recall has been updated to announce an extended expiration date. The program has been extended to May 31, 2011. The recall affects certain 2008-2009 Chevrolet Corvette vehicles equipped ...
Customer Satisfaction Recall 09160A - 08/10/2010
Clutch Spring Fracture-Replace Clutch - Expiration Date Extended: This recall has been updated to announce an extended expiration date. The program has been extended to July 31, 2011. The recall affects certain 2009 Chevrolet Corvette ZR1 vehicles. ...
Customer Satisfaction Recall 09237C - 08/10/2010
... section. The service kit required for the repair on AWD vehicles in now available from GM Customer Care and Aftersales. The product enhancements affect certain 2010 Cadillac SRX vehicles. Dealers are to install a service kit for the propshaft rear center...
Customer Satisfaction Recall 10193 - 08/10/2010
Headliner Odor: Certain 2011 model year Buick Regal vehicles may produce an odor from the headliner. Dealers are to inspect, and if necessary, replace the headliner.
What Is Customer Enthusiasm? - 01/06/2010
It's natural to think that customer enthusiasm would mean offering goodwill assistance to a customer whose vehicle is out warranty. In Global Warranty, however, customer enthusiasm is a different kind of goodwill. There is a specific reason for checking...
Customer Satisfaction Recall 09104 - 01/06/2010
... enter the front door latch housing and potentially freeze. If this condition presents itself the customer may not be able to open the front doors using the outside door handle, or the door may not latch when the door is closed. Dealers are to seal the...
Dealer Empowerment Labor Operations and Customer Enthusiasm - 10/26/2016
... Vehicle Payment Expense have specific applications and inappropriate use will result in a debit.Customer Enthusiasm is a repair performed with GM participation, within the warranty period, where the product issue is not the result of a defect in material...
Customer Signatures - 10/26/2016
Customer signatures are a hot topic; specifically the lack thereof. Per Policies and Procedures, a customer's signature is the means for authorizing the dealership to work on their vehicle and it must be obtained at initial write-up and prior to any repairs ...
Important Reimbursement Rate Update - 03/21/2017
Effective March 13, 2017, the reimbursement amount for 2016/2017 Malibu vehicles equipped with a 1.5L engine serviced under the Chevrolet Complete Care maintenance program will be reimbursed at the original amount of $35. Claims dated on or after March...
Flush Codes on Customer Pay Job Cards - 04/17/2017
... recorded on the job card and entered in the appropriate field with the warranty transaction. A customer pay job card doesn’t have this documentation requirement. However, if a subsequent part warranty transaction is required, the flush code on...
Customer Advisory Letter 16098 - 01/23/2017
... aft-to-aft tank flex line and the midship-to-aft tank flex line, that may occur during fill-ups. Customers that experience this condition are to have a certified CNG technician inspect the flex lines to address potential conditions. The initial and subsequent...
Customer Satisfaction Program 17019 Clarification - 02/17/2017
The oil and filter part numbers required for the oil change procedure are to be submitted in the Parts field of the transaction. No amount should be entered in the net item field. The recall bulletin contains a list of oil part numbers; dealers are to ...
Customer Special Order Overnight (CSO-3) - 04/08/2016
CSO-3 is used when a part that is not in service agent inventory, and is not available locally, is required for a customer the next day. Only parts with an immediate customer requirement are to be ordered using CSO-3. Freight charges for CSO-3 parts are...
Customer Satisfaction Program 15036 - 04/08/2016
An initial supply of Trailer Hitch Platforms, part number 19333098, has been shipped to dealers to support dealer readiness to service vehicles associated with recall 15036. It is critical that dealers return trailer hitch cores as soon as possible. A ...
Warranty vs. Customer Pay Ratio - 05/24/2016
In 2015, the ratio of warranty work to customer pay work topped 40.2%, its highest level in the last 10 years that the figures were available. The 10 year average for the ratio is 32%, and its low came during the recession in 2009, when it was at 26%...
Warranty Coverage for Customer Purchased Parts & Accessories - 07/28/2016
... starts all over again. If a purchased part is sold over-the-counter and a new part is given to the customer, the warranty on the new part is only the balance of the original 12 month warranty. Part warranty transactions are submitted with transaction...
Customer Concern Not Duplicated - 06/25/2018
The collection of Customer Concern Not Duplicated labor operations are available to pay your technicians when they have justified time involved in diagnosing a vehicle, with the end result being, they could not find anything defective. If the operations...
Customer Enthusiasm is not a Policy Repair - 02/20/2018
Customer Enthusiasm is an option dealers have that allows payment from GM for repairs to a customer’s vehicle that is within the time and mileage limitations of the applicable warranty coverage, but the repair is not the result of a covered defect ...
Dealer Empowerment Labor Operations and Customer Enthusiasm - 06/25/2018
Bulletin 11-00-89-005 has been revised to update the Policy Guidelines and the Customer/Service Agent Participation Amount Transaction Processing sections. The PET is to be used once a determination has been made that a policy decision is appropriate...
What is Customer Enthusiasm? - 12/21/2017
It’s natural to think that customer enthusiasm would mean offering warranty assistance to a customer whose vehicle is out of warranty, however, that is not the case. Customer enthusiasm is an empowerment resource that is intended to assist with...
From Customer Pay to Warranty - 08/22/2017
When generating a job card, service advisors have options when it comes to pay type: warranty, customer pay, or internal. If a vehicle is still within the bumper-to-bumper warranty and the customer is not requesting a maintenance service, repair lines...
Required Operating Procedures - Acceptable Customer Signature - 06/19/2017
Electronic authorization (e.g. obtained by tablet) is acceptable as long as it is obtained prior to repairs being performed. The customer must acknowledge authorizing the repairs. E-signatures must be transferred to the job card.
Customer Authorization Unavailable - 05/22/2017
Service management authorization and signature is required prior to performing repair work on service agent owned vehicles except for ZFAT and ZPDI transaction type services, which are excluded from the requirement. Bulletin 04-00-89-015O.
Battery Warranty Reimbursement Prices - 10/02/2015
GM has released the latest battery warranty reimbursement price list, with pricing effective September 1, 2015. The list provides the GM part number, ACDelco part number, and the Dealer Reimbursement Rate. The list is published in the GM EPIC application...
Customer Owned CDs, DVDs, Nav Discs - 12/01/2015
The ESC will attempt to retrieve and return customer owned CDs, DVDs, or NAV discs that are stuck, jammed, or damaged in a return unit. In order to do so, the dealer must do the following: notify the ESC at time of order that the unit being sent contains...
When the Customer Does Not Return - 04/28/2015
... and when the keys came in, the parts department billed those keys to that job card. Some of these customers never returned to the dealership to have the recall completed, which left the dealership having to deal with the cost of the keys. The proper...
Customer Signature - 06/30/2015
It is not enough for your customer to simply sign a warranty job card; they must sign on a line that has the wording, "authorization to perform repairs," or wording similar to that. jlwarranty has received word that GM audit staff have found instances...
Customer Pay Service Offer - 11/25/2014
In early November, GM announced a national consumer service offer for $20 off $100 or more of customer paid service at a Chevrolet, Buick, GMC, or Cadillac dealership. The offer may be used toward a repair or service that is recommended or required by...
WPC and Core Reimbursement - 01/21/2015
When a part that has a core charge is requested to be sent to the Warranty Parts Center, service agents need to get reimbursed for that core by adjusting the warranty transaction it was originally billed out on. There is not an automatic credit. When ...
Saturn VTi Customer Goodwill Program - 01/21/2015
The Customer Goodwill Program for Saturn vehicles equipped with a VTi (CVT) transmission was discontinued on 12/31/14. GM records determined that there were no Saturn owners with vehicles that remain eligible for the program based on accrued time or miles....
Customer Concern Not Duplicated - 10/01/2013
... operations are as follows:8439919 Manual Transmission - Clutch: This operation is used when the customer has a concern with the clutch not engaging properly when shifting and the technician is unable to duplicate the concern.8449929 Manual Transmission:...
Customer Enthusiasm - 06/19/2013
... commonly accessed electrical system that can be affected by devices that are plugged in by the customer. When there is no vehicle defect in material or workmanship, dealers may still opt to cover the replacement of a fuse for the customer. This situation...
Customer signatures are a hot topic; specifically the lack thereof. Per Policies and Procedures, a customer's signature is the means for authorizing the dealership to work on their vehicle and it must be obtained at initial write-up and prior to any repairs ...
Important Reimbursement Rate Update - 03/21/2017
Effective March 13, 2017, the reimbursement amount for 2016/2017 Malibu vehicles equipped with a 1.5L engine serviced under the Chevrolet Complete Care maintenance program will be reimbursed at the original amount of $35. Claims dated on or after March...
Flush Codes on Customer Pay Job Cards - 04/17/2017
... recorded on the job card and entered in the appropriate field with the warranty transaction. A customer pay job card doesn’t have this documentation requirement. However, if a subsequent part warranty transaction is required, the flush code on...
Customer Advisory Letter 16098 - 01/23/2017
... aft-to-aft tank flex line and the midship-to-aft tank flex line, that may occur during fill-ups. Customers that experience this condition are to have a certified CNG technician inspect the flex lines to address potential conditions. The initial and subsequent...
Customer Satisfaction Program 17019 Clarification - 02/17/2017
The oil and filter part numbers required for the oil change procedure are to be submitted in the Parts field of the transaction. No amount should be entered in the net item field. The recall bulletin contains a list of oil part numbers; dealers are to ...
Customer Special Order Overnight (CSO-3) - 04/08/2016
CSO-3 is used when a part that is not in service agent inventory, and is not available locally, is required for a customer the next day. Only parts with an immediate customer requirement are to be ordered using CSO-3. Freight charges for CSO-3 parts are...
Customer Satisfaction Program 15036 - 04/08/2016
An initial supply of Trailer Hitch Platforms, part number 19333098, has been shipped to dealers to support dealer readiness to service vehicles associated with recall 15036. It is critical that dealers return trailer hitch cores as soon as possible. A ...
Warranty vs. Customer Pay Ratio - 05/24/2016
In 2015, the ratio of warranty work to customer pay work topped 40.2%, its highest level in the last 10 years that the figures were available. The 10 year average for the ratio is 32%, and its low came during the recession in 2009, when it was at 26%...
Warranty Coverage for Customer Purchased Parts & Accessories - 07/28/2016
... starts all over again. If a purchased part is sold over-the-counter and a new part is given to the customer, the warranty on the new part is only the balance of the original 12 month warranty. Part warranty transactions are submitted with transaction...
Customer Concern Not Duplicated - 06/25/2018
The collection of Customer Concern Not Duplicated labor operations are available to pay your technicians when they have justified time involved in diagnosing a vehicle, with the end result being, they could not find anything defective. If the operations...
Customer Enthusiasm is not a Policy Repair - 02/20/2018
Customer Enthusiasm is an option dealers have that allows payment from GM for repairs to a customer’s vehicle that is within the time and mileage limitations of the applicable warranty coverage, but the repair is not the result of a covered defect ...
Dealer Empowerment Labor Operations and Customer Enthusiasm - 06/25/2018
Bulletin 11-00-89-005 has been revised to update the Policy Guidelines and the Customer/Service Agent Participation Amount Transaction Processing sections. The PET is to be used once a determination has been made that a policy decision is appropriate...
What is Customer Enthusiasm? - 12/21/2017
It’s natural to think that customer enthusiasm would mean offering warranty assistance to a customer whose vehicle is out of warranty, however, that is not the case. Customer enthusiasm is an empowerment resource that is intended to assist with...
From Customer Pay to Warranty - 08/22/2017
When generating a job card, service advisors have options when it comes to pay type: warranty, customer pay, or internal. If a vehicle is still within the bumper-to-bumper warranty and the customer is not requesting a maintenance service, repair lines...
Required Operating Procedures - Acceptable Customer Signature - 06/19/2017
Electronic authorization (e.g. obtained by tablet) is acceptable as long as it is obtained prior to repairs being performed. The customer must acknowledge authorizing the repairs. E-signatures must be transferred to the job card.
Customer Authorization Unavailable - 05/22/2017
Service management authorization and signature is required prior to performing repair work on service agent owned vehicles except for ZFAT and ZPDI transaction type services, which are excluded from the requirement. Bulletin 04-00-89-015O.
Battery Warranty Reimbursement Prices - 10/02/2015
GM has released the latest battery warranty reimbursement price list, with pricing effective September 1, 2015. The list provides the GM part number, ACDelco part number, and the Dealer Reimbursement Rate. The list is published in the GM EPIC application...
Customer Owned CDs, DVDs, Nav Discs - 12/01/2015
The ESC will attempt to retrieve and return customer owned CDs, DVDs, or NAV discs that are stuck, jammed, or damaged in a return unit. In order to do so, the dealer must do the following: notify the ESC at time of order that the unit being sent contains...
When the Customer Does Not Return - 04/28/2015
... and when the keys came in, the parts department billed those keys to that job card. Some of these customers never returned to the dealership to have the recall completed, which left the dealership having to deal with the cost of the keys. The proper...
Customer Signature - 06/30/2015
It is not enough for your customer to simply sign a warranty job card; they must sign on a line that has the wording, "authorization to perform repairs," or wording similar to that. jlwarranty has received word that GM audit staff have found instances...
Customer Pay Service Offer - 11/25/2014
In early November, GM announced a national consumer service offer for $20 off $100 or more of customer paid service at a Chevrolet, Buick, GMC, or Cadillac dealership. The offer may be used toward a repair or service that is recommended or required by...
WPC and Core Reimbursement - 01/21/2015
When a part that has a core charge is requested to be sent to the Warranty Parts Center, service agents need to get reimbursed for that core by adjusting the warranty transaction it was originally billed out on. There is not an automatic credit. When ...
Saturn VTi Customer Goodwill Program - 01/21/2015
The Customer Goodwill Program for Saturn vehicles equipped with a VTi (CVT) transmission was discontinued on 12/31/14. GM records determined that there were no Saturn owners with vehicles that remain eligible for the program based on accrued time or miles....
Customer Concern Not Duplicated - 10/01/2013
... operations are as follows:8439919 Manual Transmission - Clutch: This operation is used when the customer has a concern with the clutch not engaging properly when shifting and the technician is unable to duplicate the concern.8449929 Manual Transmission:...
Customer Enthusiasm - 06/19/2013
... commonly accessed electrical system that can be affected by devices that are plugged in by the customer. When there is no vehicle defect in material or workmanship, dealers may still opt to cover the replacement of a fuse for the customer. This situation...
Customer Assistance Center - 07/30/2013
GM reports that about 200,000 customers a year contact the Customer Assistant Center rather than their dealership about a vehicle concern. When this happens, CAC advisors would often contact dealership service management and discussed the concern, with...
Customer Assistance Center Diagnosis Waiver - 06/06/2014
GM reports that approximately 200,000 customers a year contact the Customer Assistant Center rather than their dealership about a vehicle concern. When this happens, CAC advisors would often contact dealership service management to discuss the concern,...
Customer Satisfaction Recall 13426: Tail Lamp Gasket Seal - 05/09/2014
All vehicles that are involved in this bulletin are identified by VIN within IVH. Recall eligibility must be verified as not all similar vehicles are included in the recall. For those vehicles that are not identified in IVH and that may have a water leak ...
Customer Retention Stats - 02/27/2014
It's 6-7 times more expensive to acquire a new customer than to keep an old one89% of customers have stopped doing business with a company because of a poor customer experienceA customer is four times more likely to buy from a competitor if the issue...
$500 Customer Participation - 02/27/2014
How would you submit a policy decision transaction for a total repair cost of $2,000 with $500 customer participation? This question continues to cause confusion for service agents, specifically warranty administrators. There are some that believe that...
Customer States - 08/25/2020
... a repair, a MPVI, or state inspection, it should not be added to the job card with “Customer States,” since the customer did not express concern with the issue. In this scenario, the job card concern statement should reflect that the technician...
Reimbursement - 11/25/2020
Customers have two options when it comes to submitting reimbursement requests for product field actions. A request may be submitted with the dealer or it may be sent to GM directly. Due to a GM backlog of requests, it is recommended that the requests...
July 2021 Recall Update - 06/29/2021
... rocker panel protector at the time of purchase. Dealers are to provide the customer with a reimbursement check in the amount of $995. The recall is in effect until June 30, 2023. Customer Satisfaction Recall A212334960 Transmission Range Control Module...
Customer Signatures & Authorization to Perform Repair - 06/26/2019
Customer signatures are a hot topic; specifically the lack thereof. Per Policies and Procedures, a customer’s signature is the means for authorizing the dealership to work on their vehicle and it must be obtained at initial write-up and prior to ...
Customer Concern Not Duplicated Labor Operations - 03/27/2020
... service managers are hesitant to use CCND labor operations as they feel your customer may not be pleased that you did not correct a concern they had with their vehicle and if the labor operation is submitted and paid, it could generate a satisfaction...
Customer Signatures - 12/02/2019
A customer signature is required prior to any warranty repairs performed on their vehicle. This signature must be on the authorization to repair line of the shop copy of the job card at write up. An authorization to perform repairs statement must be included...
Customer Privacy - 12/02/2019
... your dealership is outside of California, it is a best practice to review your practices to ensure customer privacy is protected. Dealerships should be aware of the information they collect, store, and share so they understand their compliance risk....
Customer Concern Not Duplicated Bulletin Update - 10/25/2023
The Customer Concern Not Duplicated Bulletin, 22-NA-038 was recently revised. The bulletin applies to 2022-24 model year vehicles. CCND Bulletin 06-00-89-026 applies to 2021 and prior model year vehicles. In addition to including the 2024 model year,...
Customer Signature - 11/29/2023
... or email and signed and fully documented pre-write worksheets are considered acceptable forms of customer authorization. Policy requires that the alternative document is attached to the job card....
Customer Authorization Unavailable - 02/26/2024
If the service agent is unable to obtain an acceptable customer authorization to perform repair, service management must state the reason and sign on the authorization line on the job card prior to any repairs being performed. Service management approval...
Customer Authorization and Stock Units - 02/26/2024
The service manager must sign where the customer typically signs for new and used inventory vehicles, at time of write up. No additional 4-element authorization is required on job cards written by the service manager. Authorization is required when the...
Authorization to Perform Repairs " Customer Signature - 03/23/2024
Every policy and warranty job card requires a customer signature authorizing the dealer to perform the requested service/repairs. The customer signature under the Authorization to Perform Repair Statement on the job card must be obtained at initial write...
Verified Customer Concern but no fix yet - 10/31/2023
When you come across these claims do you put them under CCND or something else? They did confirm the customer issue but there is currently no fix for it. In this case bulletin PIT5987. Tech did have to spend time test driving and checking for bulletins. Would...
Customer Concern Not Duplicated Labor Operations - 04/26/2022
... by service management without the involvement of a skilled technician are not eligible for CCND reimbursement. Technicians must be properly trained in the area being diagnosed. Some dealers may be hesitant to use CCND labor operations as there is the...
Customer Enthusiasm Guidelines - 01/27/2022
A Customer Enthusiasm repair is a repair performed, with GM participation, within the warranty period, where the product issue is NOT the result of a defect in material or workmanship. This expense would normally be customer responsibility and in this...
Increased reimbursement rates for maintenance programs - 12/01/2021
The Chevrolet Complete Care, GMC Pro Grade Protection, and Experience Buick Maintenance Programs increased the reimbursement rates for the included maintenance program, effective November 1, 2021. The rate increases were implemented to cover the rising...
Customer Concern Verification Sheets - 08/22/2022
... most important aspects of a service advisor’s job is getting a solid, detailed, and accurate customer concern. Having said that, it isn’t always an easy task. Technicians rely on service advisors to listen to the problems the customer...
Customer Enthusiasm - 11/22/2022
... a covered defect in material or workmanship. No pre or post GM approval is required when offering Customer Enthusiasm assistance. Dealers are empowered to extend assistance on a case-by-case basis to maintain customer satisfaction and retention. A 50%...
Rental Reimbursement - 11/21/2022
... daily rental rate these companies are charging. GM requested that dealers not leave it up to the customer to get their own rental. Rather, they recommend that dealers reach out to their local 3rd party rental agencies on the customer’s behalf and...
Customer Signatures and Acceptable Alternatives - 01/24/2023
Warranty job cards, including policy repairs, must be authorized by your customer. This authorization happens when the customer signs the hard/shop copy of the job card. The customer’s signature MUST be obtained prior to any work being performed...
GM reports that about 200,000 customers a year contact the Customer Assistant Center rather than their dealership about a vehicle concern. When this happens, CAC advisors would often contact dealership service management and discussed the concern, with...
Customer Assistance Center Diagnosis Waiver - 06/06/2014
GM reports that approximately 200,000 customers a year contact the Customer Assistant Center rather than their dealership about a vehicle concern. When this happens, CAC advisors would often contact dealership service management to discuss the concern,...
Customer Satisfaction Recall 13426: Tail Lamp Gasket Seal - 05/09/2014
All vehicles that are involved in this bulletin are identified by VIN within IVH. Recall eligibility must be verified as not all similar vehicles are included in the recall. For those vehicles that are not identified in IVH and that may have a water leak ...
Customer Retention Stats - 02/27/2014
It's 6-7 times more expensive to acquire a new customer than to keep an old one89% of customers have stopped doing business with a company because of a poor customer experienceA customer is four times more likely to buy from a competitor if the issue...
$500 Customer Participation - 02/27/2014
How would you submit a policy decision transaction for a total repair cost of $2,000 with $500 customer participation? This question continues to cause confusion for service agents, specifically warranty administrators. There are some that believe that...
Customer States - 08/25/2020
... a repair, a MPVI, or state inspection, it should not be added to the job card with “Customer States,” since the customer did not express concern with the issue. In this scenario, the job card concern statement should reflect that the technician...
Reimbursement - 11/25/2020
Customers have two options when it comes to submitting reimbursement requests for product field actions. A request may be submitted with the dealer or it may be sent to GM directly. Due to a GM backlog of requests, it is recommended that the requests...
July 2021 Recall Update - 06/29/2021
... rocker panel protector at the time of purchase. Dealers are to provide the customer with a reimbursement check in the amount of $995. The recall is in effect until June 30, 2023. Customer Satisfaction Recall A212334960 Transmission Range Control Module...
Customer Signatures & Authorization to Perform Repair - 06/26/2019
Customer signatures are a hot topic; specifically the lack thereof. Per Policies and Procedures, a customer’s signature is the means for authorizing the dealership to work on their vehicle and it must be obtained at initial write-up and prior to ...
Customer Concern Not Duplicated Labor Operations - 03/27/2020
... service managers are hesitant to use CCND labor operations as they feel your customer may not be pleased that you did not correct a concern they had with their vehicle and if the labor operation is submitted and paid, it could generate a satisfaction...
Customer Signatures - 12/02/2019
A customer signature is required prior to any warranty repairs performed on their vehicle. This signature must be on the authorization to repair line of the shop copy of the job card at write up. An authorization to perform repairs statement must be included...
Customer Privacy - 12/02/2019
... your dealership is outside of California, it is a best practice to review your practices to ensure customer privacy is protected. Dealerships should be aware of the information they collect, store, and share so they understand their compliance risk....
Customer Concern Not Duplicated Bulletin Update - 10/25/2023
The Customer Concern Not Duplicated Bulletin, 22-NA-038 was recently revised. The bulletin applies to 2022-24 model year vehicles. CCND Bulletin 06-00-89-026 applies to 2021 and prior model year vehicles. In addition to including the 2024 model year,...
Customer Signature - 11/29/2023
... or email and signed and fully documented pre-write worksheets are considered acceptable forms of customer authorization. Policy requires that the alternative document is attached to the job card....
Customer Authorization Unavailable - 02/26/2024
If the service agent is unable to obtain an acceptable customer authorization to perform repair, service management must state the reason and sign on the authorization line on the job card prior to any repairs being performed. Service management approval...
Customer Authorization and Stock Units - 02/26/2024
The service manager must sign where the customer typically signs for new and used inventory vehicles, at time of write up. No additional 4-element authorization is required on job cards written by the service manager. Authorization is required when the...
Authorization to Perform Repairs " Customer Signature - 03/23/2024
Every policy and warranty job card requires a customer signature authorizing the dealer to perform the requested service/repairs. The customer signature under the Authorization to Perform Repair Statement on the job card must be obtained at initial write...
Verified Customer Concern but no fix yet - 10/31/2023
When you come across these claims do you put them under CCND or something else? They did confirm the customer issue but there is currently no fix for it. In this case bulletin PIT5987. Tech did have to spend time test driving and checking for bulletins. Would...
Customer Concern Not Duplicated Labor Operations - 04/26/2022
... by service management without the involvement of a skilled technician are not eligible for CCND reimbursement. Technicians must be properly trained in the area being diagnosed. Some dealers may be hesitant to use CCND labor operations as there is the...
Customer Enthusiasm Guidelines - 01/27/2022
A Customer Enthusiasm repair is a repair performed, with GM participation, within the warranty period, where the product issue is NOT the result of a defect in material or workmanship. This expense would normally be customer responsibility and in this...
Increased reimbursement rates for maintenance programs - 12/01/2021
The Chevrolet Complete Care, GMC Pro Grade Protection, and Experience Buick Maintenance Programs increased the reimbursement rates for the included maintenance program, effective November 1, 2021. The rate increases were implemented to cover the rising...
Customer Concern Verification Sheets - 08/22/2022
... most important aspects of a service advisor’s job is getting a solid, detailed, and accurate customer concern. Having said that, it isn’t always an easy task. Technicians rely on service advisors to listen to the problems the customer...
Customer Enthusiasm - 11/22/2022
... a covered defect in material or workmanship. No pre or post GM approval is required when offering Customer Enthusiasm assistance. Dealers are empowered to extend assistance on a case-by-case basis to maintain customer satisfaction and retention. A 50%...
Rental Reimbursement - 11/21/2022
... daily rental rate these companies are charging. GM requested that dealers not leave it up to the customer to get their own rental. Rather, they recommend that dealers reach out to their local 3rd party rental agencies on the customer’s behalf and...
Customer Signatures and Acceptable Alternatives - 01/24/2023
Warranty job cards, including policy repairs, must be authorized by your customer. This authorization happens when the customer signs the hard/shop copy of the job card. The customer’s signature MUST be obtained prior to any work being performed...
Policy work approved on previously customer pay - 09/06/2019
How do I process a Policy repair reimbursement for a repair that was already closed and paid by customer? GM according to policy evaluation tool would have covered 50% of repair, so repair total at warranty rates would have been $290.53 and GM would...
Customer Pay TO Parts Warranty - 08/01/2019
Hello!So I was given a job card and the first line was Customer Pay. There was an issue with the part so a few lines down this part has now become Parts Warranty. For the customer pay line should there be punches with times on them or is it...
customer enthusiasm - 03/27/2019
refund customer for expired rewards voucherFormat: Article
GM Included Maitenance Reimbursement Amount Increase - 04/01/2019
... as of yet. We lose money on them, but I thought the point behind these was to get the customer used to coming to us for their service work. A relationship builder. If this is possible, please let me know what we have to do to get it.Also,...
Customer enthusiasm after claim rejection - 02/05/2020
... claim was rejected, and my service manager wants to know if there is any way to resubmit this as customer enthusiasm or any other way to get this claim paid. Thanks for your help....
CUSTOMER CALLED TOWING COMPANY INSTEAD OF ROADSIDE ASSISTANCE - 01/22/2020
I have customer who lives over 50 miles away. She refuses to use the closest locale dealership to her bc of a bad experiences with them several times. The customer was not aware that she should call roadside assistance, she was neither told nor read...
Transportation Damage Core Reimbursement? - 09/20/2018
Hi,Will a transportation claim cover the core on a wheel? We have a vehicle that was delivered with damage to the rim and the tire. The rim is chipped/chewed up all the way around. If we turn the core in and it gets rejected, will we ...
Customer Pay Add-On Repairs - 07/02/2018
Hello there JL Warranty Community!Just a quick question since GM does not seem specify regarding add-on customer pay lines. Say I have a job card opened with two warranty lines and we add-on a customer pay line for whatever reason. Does this still require...
RECALL 18159 FLOOR PLAN REIMBURSEMENT - 05/30/2018
My claim for floor plan reimbursement is rejecting stating that the miscellaneous net item amount exceeds the allowance for labor code 9103868. The recall clearly states that the reimbursement is limited to the number of days from the...
Shuttle Vehicle - Shuttle Reimbursement - 03/15/2019
Hey,Bulletin 07-00-89-037N has this statement: "Shuttle of the customer's vehicle to/from the Service Agent is not a covered service per the Courtesy Transportation Program." Does that mean that we have to use a dealership vehicle for the...
Customer Enthusiasm and Time Documentation - 02/27/2019
Hey,If you're doing something under customer enthusiasm, would that need time clock punches?
CUSTOMER ADDRESS - 09/15/2021
... advisors attend JL Warranty seminar in Minneapolis and he stated that we are not to ask the customer for their address during write-up. I was not aware that this had changed. We do an extreme amount of vehicle pickup and delivery, so what is the proper...
New maintenance reimbursement rates chart - 11/01/2021
Since its live today, I removed old rates, simplified and cleaned it up a tad: This is for 1st Maintenance only, op codes 0600723, 0600743, 0600733 Envision Trax Acadia 2.0L 45 1.4L 41 2.0L 45 Encore ...
CUSTOMER REINBURSEMENT - 03/11/2021
CUSTOMER REINBURSEMENT OP CODE Format: Other
Customer paid wiper blades - 08/21/2020
Please advise I have customer paid for wipers blades. They were installed 8 months ago. We thought they have a 12 months warranty. Are these warranty? I tried to send under ZPTI rejected for Error 804 Repair covered under vehicle warranty. Wiper blades...
current maintenance program reimbursements - 07/14/2020
allowed amount for lube oil and filter Format: Other
Floorplan Reimbursement on Recall A202304840 - 08/24/2020
We only had 1 on hold, but it will not allow me to submit the floorplan reimbursement (68 days @ 3.17/day), but its rejecting as excessive. Any insight?
Customer signature when picking up - 09/03/2020
I've searched and searched, and perhaps it was my wording, but, when the customer picks up their vehicle is it in P&P that states they MUST sign that they are picking it up?I researched here and found an old article stating it may be a state requirement...
Customer Enthusiasm - 06/10/2020
... under the bumper/bumper. Has anyone had this issue? Do you think I would be able to customer enthusiasm this tonneau cover? Thank you...
Included Maintenance Reimbursement Rate Increase? GCUS-9-12098 - 11/29/2021
This rate increase for maintenance bulletin does not include CPO maintenance. Has anyone heard or seen anything stating if those are also increasing? If yes, where?
corvette C8 first maintenance reimbursement - 02/07/2022
in the Feb 2022 newsletter, pg 1 it says the reimbursement amount is $249,,,,isnt that an error and it should be $294 ?
customer satisfaction program USB Receptacle doc id 6166363 - 10/18/2022
be careful with this customer satisfaction bulletin,,,it calls for you to refund $25,,,but in red it clearly states you need the ORIGINAL owner letter,,,not a reprint off the system,,,this is because only the original owner can submit for it. Gm ...
N212326940 CUSTOMER SATISFACTION PROGRAM oil cooler lines - 04/20/2023
W...
Working Capital reimbursements - 02/22/2023
If a vehicle has several recalls and more than one has a working capital reimbursement applicable,,,,,can you apply for more than one working capital credit or does the system prevent that by having you enter the 9800088 labor op? We just started...
CORE REIMBURSEMENTS - 04/06/2017
Where would I obtain "Core Exchange value documentation" ??
How do I process a Policy repair reimbursement for a repair that was already closed and paid by customer? GM according to policy evaluation tool would have covered 50% of repair, so repair total at warranty rates would have been $290.53 and GM would...
Customer Pay TO Parts Warranty - 08/01/2019
Hello!So I was given a job card and the first line was Customer Pay. There was an issue with the part so a few lines down this part has now become Parts Warranty. For the customer pay line should there be punches with times on them or is it...
customer enthusiasm - 03/27/2019
refund customer for expired rewards voucherFormat: Article
GM Included Maitenance Reimbursement Amount Increase - 04/01/2019
... as of yet. We lose money on them, but I thought the point behind these was to get the customer used to coming to us for their service work. A relationship builder. If this is possible, please let me know what we have to do to get it.Also,...
Customer enthusiasm after claim rejection - 02/05/2020
... claim was rejected, and my service manager wants to know if there is any way to resubmit this as customer enthusiasm or any other way to get this claim paid. Thanks for your help....
CUSTOMER CALLED TOWING COMPANY INSTEAD OF ROADSIDE ASSISTANCE - 01/22/2020
I have customer who lives over 50 miles away. She refuses to use the closest locale dealership to her bc of a bad experiences with them several times. The customer was not aware that she should call roadside assistance, she was neither told nor read...
Transportation Damage Core Reimbursement? - 09/20/2018
Hi,Will a transportation claim cover the core on a wheel? We have a vehicle that was delivered with damage to the rim and the tire. The rim is chipped/chewed up all the way around. If we turn the core in and it gets rejected, will we ...
Customer Pay Add-On Repairs - 07/02/2018
Hello there JL Warranty Community!Just a quick question since GM does not seem specify regarding add-on customer pay lines. Say I have a job card opened with two warranty lines and we add-on a customer pay line for whatever reason. Does this still require...
RECALL 18159 FLOOR PLAN REIMBURSEMENT - 05/30/2018
My claim for floor plan reimbursement is rejecting stating that the miscellaneous net item amount exceeds the allowance for labor code 9103868. The recall clearly states that the reimbursement is limited to the number of days from the...
Shuttle Vehicle - Shuttle Reimbursement - 03/15/2019
Hey,Bulletin 07-00-89-037N has this statement: "Shuttle of the customer's vehicle to/from the Service Agent is not a covered service per the Courtesy Transportation Program." Does that mean that we have to use a dealership vehicle for the...
Customer Enthusiasm and Time Documentation - 02/27/2019
Hey,If you're doing something under customer enthusiasm, would that need time clock punches?
CUSTOMER ADDRESS - 09/15/2021
... advisors attend JL Warranty seminar in Minneapolis and he stated that we are not to ask the customer for their address during write-up. I was not aware that this had changed. We do an extreme amount of vehicle pickup and delivery, so what is the proper...
New maintenance reimbursement rates chart - 11/01/2021
Since its live today, I removed old rates, simplified and cleaned it up a tad: This is for 1st Maintenance only, op codes 0600723, 0600743, 0600733 Envision Trax Acadia 2.0L 45 1.4L 41 2.0L 45 Encore ...
CUSTOMER REINBURSEMENT - 03/11/2021
CUSTOMER REINBURSEMENT OP CODE Format: Other
Customer paid wiper blades - 08/21/2020
Please advise I have customer paid for wipers blades. They were installed 8 months ago. We thought they have a 12 months warranty. Are these warranty? I tried to send under ZPTI rejected for Error 804 Repair covered under vehicle warranty. Wiper blades...
current maintenance program reimbursements - 07/14/2020
allowed amount for lube oil and filter Format: Other
Floorplan Reimbursement on Recall A202304840 - 08/24/2020
We only had 1 on hold, but it will not allow me to submit the floorplan reimbursement (68 days @ 3.17/day), but its rejecting as excessive. Any insight?
Customer signature when picking up - 09/03/2020
I've searched and searched, and perhaps it was my wording, but, when the customer picks up their vehicle is it in P&P that states they MUST sign that they are picking it up?I researched here and found an old article stating it may be a state requirement...
Customer Enthusiasm - 06/10/2020
... under the bumper/bumper. Has anyone had this issue? Do you think I would be able to customer enthusiasm this tonneau cover? Thank you...
Included Maintenance Reimbursement Rate Increase? GCUS-9-12098 - 11/29/2021
This rate increase for maintenance bulletin does not include CPO maintenance. Has anyone heard or seen anything stating if those are also increasing? If yes, where?
corvette C8 first maintenance reimbursement - 02/07/2022
in the Feb 2022 newsletter, pg 1 it says the reimbursement amount is $249,,,,isnt that an error and it should be $294 ?
customer satisfaction program USB Receptacle doc id 6166363 - 10/18/2022
be careful with this customer satisfaction bulletin,,,it calls for you to refund $25,,,but in red it clearly states you need the ORIGINAL owner letter,,,not a reprint off the system,,,this is because only the original owner can submit for it. Gm ...
N212326940 CUSTOMER SATISFACTION PROGRAM oil cooler lines - 04/20/2023
W...
Working Capital reimbursements - 02/22/2023
If a vehicle has several recalls and more than one has a working capital reimbursement applicable,,,,,can you apply for more than one working capital credit or does the system prevent that by having you enter the 9800088 labor op? We just started...
CORE REIMBURSEMENTS - 04/06/2017
Where would I obtain "Core Exchange value documentation" ??
Re: Bringing customers in - 12/22/2015
It is quite slow here, especially now that it's the week of Christmas! We use the recall list to send out postcards to customers reminding them that they have an open recall(s) too. Is the 6 month list one that you get off of your DMS for customer's...
Re: Bringing customers in - 12/22/2015
Yes I print that out once a month and go over it.
Recall 15577 - label - customer installed? - 02/08/2016
Just wanted to know how you guys will be handling this recall. They will send the label directly to the customer, and if the client doesn't feel comfortable installing it on their own then they can bring it to the dealer. So if the client shows an...
Re: Installed Part Warranty with No Customer - 03/08/2016
you should still be able to do a parts warranty
Re: Installed Part Warranty with No Customer - 03/08/2016
We list those as inventory vehicle with stock # as the customer so when someone wants to purchase it we have a history of what we have fix on the vehicle
Installed Part Warranty with No Customer - 03/08/2016
Maybe I'm overthinking this situation but would appreciate some feedback. We had a customer come in with an ignition lock cylinder concern and we replaced the part under a parts warranty (we had installed one for them at customer pay in July 2015). ...
Warranty Coverage for Customer Purchased Parts and Accessories - 08/15/2016
A video that covers the different warranty terms on parts that are installed vs parts that are sold to the customer. Format: Video
core reimbursement - 09/29/2016
Format: Other
Customer Concern Not Duplicated - 10/12/2016
... would be coming off of the labor time guide in a month or two... Why when pulling up all "Customer Concern Not Duplicated" labor operations, does it still say "Note: Actual time from 0.1- 0.3 hours spent to perform repair is to be entered as Labor...
customer surveys for warranty repair. - 08/22/2017
I understand that warranty customer surveys are being sent out by GM by email. I would like to know what the guidelines are? Thank you
Shuttle Reimbursement - 01/04/2018
... as to what qualifies. Our dealership has a courtesy transportation driver, but we do not charge customers for this. Would that still qualify as a shuttle service, or would customer pay have to be implemented with everyone to recieve credit for those...
Reimbursements - 02/06/2018
It seems that lately we've had more calls/visits from customers who are seeking reimbursements for repairs that turn out to be covered by an applicable warranty but they've had the work done at an independant shop. I'm looking for clarity on GM's...
Customer Upset! - 02/26/2018
I have a customer that came in and they had a windshield put in there vehicle, because of an accident. The vehicle only have 9181 miles on the vehicle. We had to relearn the camera for lane departure. We sent the customer a bill and they got made saying...
Customer pay and warranty - 12/21/2017
I receive a few warranty RO's where the advisor adds on customer pay lines after the fact. I understand that if the C is changed to W, or if we add a warranty line, then the service manager needs to sign off on the RO. But if we have an RO that starts...
Customer Declined Recall - 01/02/2018
I have a few customer's now that have declined to have the 17367 recall done, is there a form that the customer needs to sign and send to GM in order for the recall to show manually closed in IVH, if so where do I print them off? I looked around in service...
Customer Declined Recall - 01/02/2018
I have a few customer's now that have declined to have the 17367 recall done, is there a form that the customer needs to sign and send to GM in order for the recall to show manually closed in IVH, if so where do I print them off? I looked around in service...
Reimbursing Customer for Rental Expense - 03/28/2018
Hi,Customer's son was on his way home from college. Vehicle broke down. We were the nearest dealer. Vehicle was brought to us for repairs. We did not have a vehicle available for the customer. Customer stated that he was...
CUSTOMER STATES COOLANT LEAK - 04/18/2018
Okay so just when I think I've got this down I start questioning it again. :-). If the customer comes in complaining of a fluid leak and the tech finds that it is a coolant leak and that the waterpump, thermostat housing and the outlet are leaking. How...
Customer Assistance $100 Voucher - 03/06/2018
Has anyone ever submit a claim to GM warranty for a voucher provided to a customer through Customer Assistance Center? We had a customer contact CAC because their vehicle is out of warranty and wanted assistance. The service manager had run...
Re: Cust Reimbursement - SC#10240 - 12/08/2011
When I have them come in with non GM shop or parts on the repair, I have them fill out the form and send it with a copy of the repair to gm and I don't worry about it. I think I've only done one I've filed with Global Connect and it was a repair we did ...
Customer Satisfaction 10287C ended 10/31/2012 - 11/02/2012
Just wanted to give you a heads up....the Job Card I was processing showed on the VIN stat that the program was still open. I tried putting it through, but it rejected because it was "expired". I spoke to the DBC and they weren't very forgiving because ...
Re: Customer Satisfaction 10287C ended 10/31/2012 - 11/06/2012
We had one on November 1st. The advisor attached the VIS to the job card, where it stated the recall was open. I still had to authorize with an A. Everyone has a heads up now.
Re: Customer Satisfaction 10287C ended 10/31/2012 - 11/06/2012
another heads up see SPA 11340C just came out replaces 10287C
Re: Customer Satisfaction 10287C ended 10/31/2012 - 11/07/2012
We had one on 11/5, IVH showed an open recall 10287 and no sign of the Special Coverage. 2 days and a rejected claim later, the VIN is STILL showing an open recall and now the special coverage as well. Anyone know if I submit for the special coverage ...
Re: Customer Satisfaction 10287C ended 10/31/2012 - 11/07/2012
It wont allow you to use the labor op for the recall, you'll have to use Reprogram ECM, and A authorize for it to go through if its out of warranty. The claim I had on 11/1 still shows the open recall on that vehicle.
It is quite slow here, especially now that it's the week of Christmas! We use the recall list to send out postcards to customers reminding them that they have an open recall(s) too. Is the 6 month list one that you get off of your DMS for customer's...
Re: Bringing customers in - 12/22/2015
Yes I print that out once a month and go over it.
Recall 15577 - label - customer installed? - 02/08/2016
Just wanted to know how you guys will be handling this recall. They will send the label directly to the customer, and if the client doesn't feel comfortable installing it on their own then they can bring it to the dealer. So if the client shows an...
Re: Installed Part Warranty with No Customer - 03/08/2016
you should still be able to do a parts warranty
Re: Installed Part Warranty with No Customer - 03/08/2016
We list those as inventory vehicle with stock # as the customer so when someone wants to purchase it we have a history of what we have fix on the vehicle
Installed Part Warranty with No Customer - 03/08/2016
Maybe I'm overthinking this situation but would appreciate some feedback. We had a customer come in with an ignition lock cylinder concern and we replaced the part under a parts warranty (we had installed one for them at customer pay in July 2015). ...
Warranty Coverage for Customer Purchased Parts and Accessories - 08/15/2016
A video that covers the different warranty terms on parts that are installed vs parts that are sold to the customer. Format: Video
core reimbursement - 09/29/2016
Format: Other
Customer Concern Not Duplicated - 10/12/2016
... would be coming off of the labor time guide in a month or two... Why when pulling up all "Customer Concern Not Duplicated" labor operations, does it still say "Note: Actual time from 0.1- 0.3 hours spent to perform repair is to be entered as Labor...
customer surveys for warranty repair. - 08/22/2017
I understand that warranty customer surveys are being sent out by GM by email. I would like to know what the guidelines are? Thank you
Shuttle Reimbursement - 01/04/2018
... as to what qualifies. Our dealership has a courtesy transportation driver, but we do not charge customers for this. Would that still qualify as a shuttle service, or would customer pay have to be implemented with everyone to recieve credit for those...
Reimbursements - 02/06/2018
It seems that lately we've had more calls/visits from customers who are seeking reimbursements for repairs that turn out to be covered by an applicable warranty but they've had the work done at an independant shop. I'm looking for clarity on GM's...
Customer Upset! - 02/26/2018
I have a customer that came in and they had a windshield put in there vehicle, because of an accident. The vehicle only have 9181 miles on the vehicle. We had to relearn the camera for lane departure. We sent the customer a bill and they got made saying...
Customer pay and warranty - 12/21/2017
I receive a few warranty RO's where the advisor adds on customer pay lines after the fact. I understand that if the C is changed to W, or if we add a warranty line, then the service manager needs to sign off on the RO. But if we have an RO that starts...
Customer Declined Recall - 01/02/2018
I have a few customer's now that have declined to have the 17367 recall done, is there a form that the customer needs to sign and send to GM in order for the recall to show manually closed in IVH, if so where do I print them off? I looked around in service...
Customer Declined Recall - 01/02/2018
I have a few customer's now that have declined to have the 17367 recall done, is there a form that the customer needs to sign and send to GM in order for the recall to show manually closed in IVH, if so where do I print them off? I looked around in service...
Reimbursing Customer for Rental Expense - 03/28/2018
Hi,Customer's son was on his way home from college. Vehicle broke down. We were the nearest dealer. Vehicle was brought to us for repairs. We did not have a vehicle available for the customer. Customer stated that he was...
CUSTOMER STATES COOLANT LEAK - 04/18/2018
Okay so just when I think I've got this down I start questioning it again. :-). If the customer comes in complaining of a fluid leak and the tech finds that it is a coolant leak and that the waterpump, thermostat housing and the outlet are leaking. How...
Customer Assistance $100 Voucher - 03/06/2018
Has anyone ever submit a claim to GM warranty for a voucher provided to a customer through Customer Assistance Center? We had a customer contact CAC because their vehicle is out of warranty and wanted assistance. The service manager had run...
Re: Cust Reimbursement - SC#10240 - 12/08/2011
When I have them come in with non GM shop or parts on the repair, I have them fill out the form and send it with a copy of the repair to gm and I don't worry about it. I think I've only done one I've filed with Global Connect and it was a repair we did ...
Customer Satisfaction 10287C ended 10/31/2012 - 11/02/2012
Just wanted to give you a heads up....the Job Card I was processing showed on the VIN stat that the program was still open. I tried putting it through, but it rejected because it was "expired". I spoke to the DBC and they weren't very forgiving because ...
Re: Customer Satisfaction 10287C ended 10/31/2012 - 11/06/2012
We had one on November 1st. The advisor attached the VIS to the job card, where it stated the recall was open. I still had to authorize with an A. Everyone has a heads up now.
Re: Customer Satisfaction 10287C ended 10/31/2012 - 11/06/2012
another heads up see SPA 11340C just came out replaces 10287C
Re: Customer Satisfaction 10287C ended 10/31/2012 - 11/07/2012
We had one on 11/5, IVH showed an open recall 10287 and no sign of the Special Coverage. 2 days and a rejected claim later, the VIN is STILL showing an open recall and now the special coverage as well. Anyone know if I submit for the special coverage ...
Re: Customer Satisfaction 10287C ended 10/31/2012 - 11/07/2012
It wont allow you to use the labor op for the recall, you'll have to use Reprogram ECM, and A authorize for it to go through if its out of warranty. The claim I had on 11/1 still shows the open recall on that vehicle.
Re: Customer Satisfaction 10287C ended 10/31/2012 - 11/07/2012
I had actually called DBC about this a few weeks ago to see if they could correct this since VIS showed a different expiration date than the actual recall. They gave me some excuse that didn't make a lot of sense, but basically weren't going to do anything ...
Re: Customer Satisfaction 10287C ended 10/31/2012 - 11/07/2012
I have emailed information to our Regional Warranty Rep. and will let you know what I hear back. It's really confusing for it to still show open!
Re: reimbursement for special coverage - 04/16/2013
My service manager always reimburses what the customer paid for the repair, there's just no way a customer is going to accept that they had to pay more than what GM would, even if it meant we had to cover part of the expense. I just love "policies" that...
Re: reimbursement for special coverage - 04/16/2013
It is fustrating, and the customer usually doesn't want to hear an explanation..It would be nice if GM would have the customers submit to customer assistance for their refund instead of having the dealers refund the money..but that will never happen!...
Re: reimbursement for special coverage - 04/17/2013
I agree Conny.
customer satisfaction - 05/02/2013
I have a very good customer that paid to have some work done and he is wanting us to help him now on the customer pay work. Has anyone ever goodwilled work after the customer has paid, and if so would you use a special labor op.
Re: customer satisfaction - 05/02/2013
... you as a dealership have to eat some of the cost of the reimbursement or will he authorize the customer pay retail amount. I have had times where we were told to convert to what warranty would have paid for the claim and the dealership eats difference...
Re: customer satisfaction - 05/06/2013
Thank you for your replay, very helpful.
Re: customer satisfaction - 05/06/2013
I recently had one the i converted to what warranty would have paid and reimbursed the customer 40% of the repairs per my dmv and warranty support rep..
Reynolds and customer participation - 10/17/2012
Our dealer just started using Reynolds and Reynolds and I have come upon a problem with customer participation amounts. When I enter the amount paid toward the repair in the participation box I would think that GM would then reduce the payment by that...
Re: Reynolds and customer participation - 10/17/2012
I can't tell you what you are doing wrong. I'm running into the same thing and I'm on Dealer Track/Arkona. I'd like to know the answer to that myself.
Re: Customer Satisfaction 10287C ended 10/31/2012 - 11/08/2012
Thanks for the replies... I also tried using the special coverage op since it shows open, global didn't like that either, ha. Manager decided to involve the dma, so I will share any information I get.
Engineering Information and the exact customer concern - 11/30/2012
... manager wants me to put through with the labor op from document ID 3136552. The problem is, my customer concern is "Customer states that the check engine light is on" (no mention of any noises). The code they pulled was P0011 which is in the bulletin...
Re: Engineering Information and the exact customer concern - 11/30/2012
Why is your SM so hot on that labor op? If the vehicle is still under warranty, it should cover with a reg labor op. If they are going off the code as the only form of diag, it sounds like the tech is looking for an easy way out, or the time in the ...
Re: Engineering Information and the exact customer concern - 12/03/2012
alot of techs try to use PI's on repairs that do not apply , i would use a regular labor op for the repair too...
dealer empowerment/customer participation - 01/07/2013
How is everyone handling dealer/customer participation out of warranty claims..I have a 2007 thats out of powertrain by time but in on mileage the table says 55% or $400 so do we have the choice to make the customer pay 55% or $400 of the repairs ..any...
Re: dealer empowerment/customer participation - 01/07/2013
I didn't double check it but I believe it's worded whichever is more. So if the 55% participation comes out to be more than $400 then that is what you would go with. The price is also at warranty rate's if I'm not mistaken.
Re: dealer empowerment/customer participation - 01/07/2013
that's what i thought too thanks for the imput
Re: reimbursement for special coverage - 04/15/2013
In practice, the customer is entitled to the full amount of the cost incurred for the repairs if they are directly related to the recall or special coverage. Fairness is probably the key factor. If your vehicle was recalled for a shift cable replacement...
Re: reimbursement for special coverage - 04/15/2013
Thank you for your help.
reimbursement for special coverage - 04/12/2013
If a customer brings in a repair done at a non gm garage for a recall reimbursement, do we reimburse them for what the recall would pay or the amount on their invoice they bring in.
Re: reimbursement for special coverage - 04/15/2013
if the work was done by a non gm dealer then the customer is reimbursed the amount it would have costs the gm dealer to do the work..hope this helps you !!!!
Re: reimbursement for special coverage - 04/15/2013
... 60 days of receipt. But it says may be limited to.... How do you determine the amount. We have customers who want to be paid the full amount they paid, so would like to have something in writing but all I can find is the above that is in the pp m...
How do you close the Customer Satisfaction 13167A...or can you? - 06/28/2013
I have a claim where we were able to install the rubber floor mats prior to the vehicle being delivered. I see that there is a labor op for it with the time listed at 0. Is there a way to submit this to clear it from the Vehicle history? Or does it ...
Re: How do you close the Customer Satisfaction 13167A...or can you? - 06/28/2013
you need to get a job card made and submit a claim for it to go away..hope this helps!!
I had actually called DBC about this a few weeks ago to see if they could correct this since VIS showed a different expiration date than the actual recall. They gave me some excuse that didn't make a lot of sense, but basically weren't going to do anything ...
Re: Customer Satisfaction 10287C ended 10/31/2012 - 11/07/2012
I have emailed information to our Regional Warranty Rep. and will let you know what I hear back. It's really confusing for it to still show open!
Re: reimbursement for special coverage - 04/16/2013
My service manager always reimburses what the customer paid for the repair, there's just no way a customer is going to accept that they had to pay more than what GM would, even if it meant we had to cover part of the expense. I just love "policies" that...
Re: reimbursement for special coverage - 04/16/2013
It is fustrating, and the customer usually doesn't want to hear an explanation..It would be nice if GM would have the customers submit to customer assistance for their refund instead of having the dealers refund the money..but that will never happen!...
Re: reimbursement for special coverage - 04/17/2013
I agree Conny.
customer satisfaction - 05/02/2013
I have a very good customer that paid to have some work done and he is wanting us to help him now on the customer pay work. Has anyone ever goodwilled work after the customer has paid, and if so would you use a special labor op.
Re: customer satisfaction - 05/02/2013
... you as a dealership have to eat some of the cost of the reimbursement or will he authorize the customer pay retail amount. I have had times where we were told to convert to what warranty would have paid for the claim and the dealership eats difference...
Re: customer satisfaction - 05/06/2013
Thank you for your replay, very helpful.
Re: customer satisfaction - 05/06/2013
I recently had one the i converted to what warranty would have paid and reimbursed the customer 40% of the repairs per my dmv and warranty support rep..
Reynolds and customer participation - 10/17/2012
Our dealer just started using Reynolds and Reynolds and I have come upon a problem with customer participation amounts. When I enter the amount paid toward the repair in the participation box I would think that GM would then reduce the payment by that...
Re: Reynolds and customer participation - 10/17/2012
I can't tell you what you are doing wrong. I'm running into the same thing and I'm on Dealer Track/Arkona. I'd like to know the answer to that myself.
Re: Customer Satisfaction 10287C ended 10/31/2012 - 11/08/2012
Thanks for the replies... I also tried using the special coverage op since it shows open, global didn't like that either, ha. Manager decided to involve the dma, so I will share any information I get.
Engineering Information and the exact customer concern - 11/30/2012
... manager wants me to put through with the labor op from document ID 3136552. The problem is, my customer concern is "Customer states that the check engine light is on" (no mention of any noises). The code they pulled was P0011 which is in the bulletin...
Re: Engineering Information and the exact customer concern - 11/30/2012
Why is your SM so hot on that labor op? If the vehicle is still under warranty, it should cover with a reg labor op. If they are going off the code as the only form of diag, it sounds like the tech is looking for an easy way out, or the time in the ...
Re: Engineering Information and the exact customer concern - 12/03/2012
alot of techs try to use PI's on repairs that do not apply , i would use a regular labor op for the repair too...
dealer empowerment/customer participation - 01/07/2013
How is everyone handling dealer/customer participation out of warranty claims..I have a 2007 thats out of powertrain by time but in on mileage the table says 55% or $400 so do we have the choice to make the customer pay 55% or $400 of the repairs ..any...
Re: dealer empowerment/customer participation - 01/07/2013
I didn't double check it but I believe it's worded whichever is more. So if the 55% participation comes out to be more than $400 then that is what you would go with. The price is also at warranty rate's if I'm not mistaken.
Re: dealer empowerment/customer participation - 01/07/2013
that's what i thought too thanks for the imput
Re: reimbursement for special coverage - 04/15/2013
In practice, the customer is entitled to the full amount of the cost incurred for the repairs if they are directly related to the recall or special coverage. Fairness is probably the key factor. If your vehicle was recalled for a shift cable replacement...
Re: reimbursement for special coverage - 04/15/2013
Thank you for your help.
reimbursement for special coverage - 04/12/2013
If a customer brings in a repair done at a non gm garage for a recall reimbursement, do we reimburse them for what the recall would pay or the amount on their invoice they bring in.
Re: reimbursement for special coverage - 04/15/2013
if the work was done by a non gm dealer then the customer is reimbursed the amount it would have costs the gm dealer to do the work..hope this helps you !!!!
Re: reimbursement for special coverage - 04/15/2013
... 60 days of receipt. But it says may be limited to.... How do you determine the amount. We have customers who want to be paid the full amount they paid, so would like to have something in writing but all I can find is the above that is in the pp m...
How do you close the Customer Satisfaction 13167A...or can you? - 06/28/2013
I have a claim where we were able to install the rubber floor mats prior to the vehicle being delivered. I see that there is a labor op for it with the time listed at 0. Is there a way to submit this to clear it from the Vehicle history? Or does it ...
Re: How do you close the Customer Satisfaction 13167A...or can you? - 06/28/2013
you need to get a job card made and submit a claim for it to go away..hope this helps!!
Re: How do you close the Customer Satisfaction 13167A...or can you? - 06/28/2013
I've tried submitting this as well. There's a flaw in the system (!) in that it will not accept a lobor op with zero time. I submitted as 9100046, (0.2), and did an add case credit for the cost of the mats as soon as they got here.
Giving a GMPP Smartcare Plan to a customer, how to . . . - 07/16/2013
So a customer has had continuing issues with a new car we sold them. The customer has been pretty good about the whole thing and the SM wants to give them a GMPP Smartcare Plan. So, I was able to get it authorized by the DMA. Anyone know what my next...
Re: Giving a GMPP Smartcare Plan to a customer, how to . . . - 07/17/2013
This is all done through the Dealer Aftersales Empowerment Portal now. My service manager handles it all between him and our DMA. This is at www.autopartners.net and the use of goodwill tools such as a Smartcare plan are included. Good luck! I found ...
Re: Giving a GMPP Smartcare Plan to a customer, how to . . . - 07/17/2013
Yes, that's what I used as well and I ran it out to the end. But the information doesn't tell me what the next step is after the DMA approval. I can hand it back to the SM, but I know he's gonna ask me what he's supposed to do with it now. Which is what ...
Re: Giving a GMPP Smartcare Plan to a customer, how to . . . - 07/18/2013
... and it does in fact state: The following Goodwill tools are available to the Dealer in support of customers but are processed by way of the Customer Assistance Center (CAC) or your District Manager Aftersales and NOT via the Global Warranty System. Hence,...
Submitting GMPP Customer's Deductible in ADP, PMT. - 03/05/2014
... and using ZSCT as Transaction Type COde, PMT will not allow me to select line 10 (Service Agent/Customer Participation Amount:). I have contacted ADP, GWM, and GMPP, and no one can tell me what the problem, is how to correct it, or how to properly enter...
Re: Submitting GMPP Customer's Deductible in ADP, PMT. - 03/05/2014
there is no customer participation for gmpp claims.Submit the claim to GMPP and they will pay it minus the customers deductable...collect from the customer whatever amount his deductable is send it to the accounting dept they should post it to the job...
Re: Submitting GMPP Customer's Deductible in ADP, PMT. - 03/05/2014
Thanks, conny. I was always being told enter deductible the same way as customer participation. We recently had a meeting with Accounting, and they were telling us this caused extra work for them. They're just gonna have to deal with it. Appreciate...
Re: Submitting GMPP Customer's Deductible in ADP, PMT. - 03/06/2014
It shouldnt cause extra work for them, they are gonna post the job card , then post the customers deductable to the job card as a credit that leaves the balance that GMPP is going to pay, that should zero out your claim...
Stop Delivery Floor Plan Reimbursement - 05/15/2014
I was just wondering if there was a generic floor plan reimbursement labor op code. On recall 14128 there was a labor code on the recall document. For recall 14201, that was also stop delivery there isn't one. I would like to be able to get that since...
Re: Stop Delivery Floor Plan Reimbursement - 05/22/2014
I don't see one for 14201 either. But on another note, we have performed 14128 using the VIN list provided in the message but the recall still isn't showing up on those VIN's VIS reports. I finally just let them reject and h-routed them with an attached ...
Re: Stop Delivery Floor Plan Reimbursement - 07/01/2014
Is anyone having an issue with reject messages for floorplan credit after doing the recall? I have done a few of the recalls that are eligible for floorplan credit. After doing the recall itself, I then use the labor op provided for the floorplan per ...
Re: Stop Delivery Floor Plan Reimbursement - 07/02/2014
sschepp - I send in the floor plan reimbursement first, once it is accepted, then I send in the the actual recall. If the recall # doesn't show up in GM Global - when you look in SI/Bulletin or in VIS, wait until it does or the transaction will not a...
Re: Stop Delivery Floor Plan Reimbursement - 06/17/2014
I would just like to know where to find more information about the rules and such for the floor plan reimbursement.
Re: GOOWILL PAYMENT REIMBURSEMENT - 11/25/2015
T...
Bringing customers in - 12/16/2015
Just wondering what everyone does to get customers to come in. I use the recall listed provided by GM and send post cards out, I also use the lists of who hasn't been in the dealership within 6 months that have the maintenance programs, and I use CRM...
RENTAL REIMBURSEMENT - 10/02/2015
I have a ticket in which the customer paid for their own rental and wants to be reimbursed. I denied the reimbursement under the assumption that we dont reimburse for rentals. Is this right? Or is it possible if we were out of DRAC Units? We usually...
Re: RENTAL REIMBURSEMENT - 10/02/2015
Was the customer's vehicle in the service department for a warrantable repair that would support a rental? If so, include the expense on the warranty transaction as a reimbursement with the appropriate supporting documentation or if the transaction...
Customer enthusiasm Transmission parts return? - 11/12/2015
I had a warranty claim on a 8 speed Yukon that my service manager had me submit as a customer enthusiasm warranty and the wpc still called back for the return? I was under the understanding that c/e meant that they could not call back for it? Any and...
Re: Customer enthusiasm Transmission parts return? - 11/12/2015
i think the warranty parts center can call back a part no matter what kind of claim it is..never heard of anything they could not call back...
GOOWILL PAYMENT REIMBURSEMENT - 11/25/2015
We had a vehicle in here with 2511 miles on it and had to do a transmission replacement. We ended up paying the customers first payment on the vehicle. How do I claim reimbursement? Labor op for this? I've looked through my bulletin on Goodwill/Policy...
Re: GOOWILL PAYMENT REIMBURSEMENT - 11/25/2015
Check out bulletin 11-00-89-005, there is a specific section about labor op 0600005 for goodwill for a car payment. Hope this helps!
CUSTOMER ENTHUSIASIM WARRANTY - 04/03/2015
... ran out of warranty at 36,103 mileage and a date of 03/20/2015 what can I do? I have selected the customer enthusiasim tab on my Reynolds and Reynolds and my gwm and it keeps saying beyond warranty limits on a answer Thanks in advance for the help w...
Re: CUSTOMER ENTHUSIASIM WARRANTY - 04/06/2015
You have to add Auth A to it which is policy it will go through ok
Re: CUSTOMER ENTHUSIASIM WARRANTY - 04/06/2015
Every time I have added the a authorization to my claim it seems to go against my policy percentage and my service manager is always mad about that can you shed anymore light on this issue for me?
I've tried submitting this as well. There's a flaw in the system (!) in that it will not accept a lobor op with zero time. I submitted as 9100046, (0.2), and did an add case credit for the cost of the mats as soon as they got here.
Giving a GMPP Smartcare Plan to a customer, how to . . . - 07/16/2013
So a customer has had continuing issues with a new car we sold them. The customer has been pretty good about the whole thing and the SM wants to give them a GMPP Smartcare Plan. So, I was able to get it authorized by the DMA. Anyone know what my next...
Re: Giving a GMPP Smartcare Plan to a customer, how to . . . - 07/17/2013
This is all done through the Dealer Aftersales Empowerment Portal now. My service manager handles it all between him and our DMA. This is at www.autopartners.net and the use of goodwill tools such as a Smartcare plan are included. Good luck! I found ...
Re: Giving a GMPP Smartcare Plan to a customer, how to . . . - 07/17/2013
Yes, that's what I used as well and I ran it out to the end. But the information doesn't tell me what the next step is after the DMA approval. I can hand it back to the SM, but I know he's gonna ask me what he's supposed to do with it now. Which is what ...
Re: Giving a GMPP Smartcare Plan to a customer, how to . . . - 07/18/2013
... and it does in fact state: The following Goodwill tools are available to the Dealer in support of customers but are processed by way of the Customer Assistance Center (CAC) or your District Manager Aftersales and NOT via the Global Warranty System. Hence,...
Submitting GMPP Customer's Deductible in ADP, PMT. - 03/05/2014
... and using ZSCT as Transaction Type COde, PMT will not allow me to select line 10 (Service Agent/Customer Participation Amount:). I have contacted ADP, GWM, and GMPP, and no one can tell me what the problem, is how to correct it, or how to properly enter...
Re: Submitting GMPP Customer's Deductible in ADP, PMT. - 03/05/2014
there is no customer participation for gmpp claims.Submit the claim to GMPP and they will pay it minus the customers deductable...collect from the customer whatever amount his deductable is send it to the accounting dept they should post it to the job...
Re: Submitting GMPP Customer's Deductible in ADP, PMT. - 03/05/2014
Thanks, conny. I was always being told enter deductible the same way as customer participation. We recently had a meeting with Accounting, and they were telling us this caused extra work for them. They're just gonna have to deal with it. Appreciate...
Re: Submitting GMPP Customer's Deductible in ADP, PMT. - 03/06/2014
It shouldnt cause extra work for them, they are gonna post the job card , then post the customers deductable to the job card as a credit that leaves the balance that GMPP is going to pay, that should zero out your claim...
Stop Delivery Floor Plan Reimbursement - 05/15/2014
I was just wondering if there was a generic floor plan reimbursement labor op code. On recall 14128 there was a labor code on the recall document. For recall 14201, that was also stop delivery there isn't one. I would like to be able to get that since...
Re: Stop Delivery Floor Plan Reimbursement - 05/22/2014
I don't see one for 14201 either. But on another note, we have performed 14128 using the VIN list provided in the message but the recall still isn't showing up on those VIN's VIS reports. I finally just let them reject and h-routed them with an attached ...
Re: Stop Delivery Floor Plan Reimbursement - 07/01/2014
Is anyone having an issue with reject messages for floorplan credit after doing the recall? I have done a few of the recalls that are eligible for floorplan credit. After doing the recall itself, I then use the labor op provided for the floorplan per ...
Re: Stop Delivery Floor Plan Reimbursement - 07/02/2014
sschepp - I send in the floor plan reimbursement first, once it is accepted, then I send in the the actual recall. If the recall # doesn't show up in GM Global - when you look in SI/Bulletin or in VIS, wait until it does or the transaction will not a...
Re: Stop Delivery Floor Plan Reimbursement - 06/17/2014
I would just like to know where to find more information about the rules and such for the floor plan reimbursement.
Re: GOOWILL PAYMENT REIMBURSEMENT - 11/25/2015
T...
Bringing customers in - 12/16/2015
Just wondering what everyone does to get customers to come in. I use the recall listed provided by GM and send post cards out, I also use the lists of who hasn't been in the dealership within 6 months that have the maintenance programs, and I use CRM...
RENTAL REIMBURSEMENT - 10/02/2015
I have a ticket in which the customer paid for their own rental and wants to be reimbursed. I denied the reimbursement under the assumption that we dont reimburse for rentals. Is this right? Or is it possible if we were out of DRAC Units? We usually...
Re: RENTAL REIMBURSEMENT - 10/02/2015
Was the customer's vehicle in the service department for a warrantable repair that would support a rental? If so, include the expense on the warranty transaction as a reimbursement with the appropriate supporting documentation or if the transaction...
Customer enthusiasm Transmission parts return? - 11/12/2015
I had a warranty claim on a 8 speed Yukon that my service manager had me submit as a customer enthusiasm warranty and the wpc still called back for the return? I was under the understanding that c/e meant that they could not call back for it? Any and...
Re: Customer enthusiasm Transmission parts return? - 11/12/2015
i think the warranty parts center can call back a part no matter what kind of claim it is..never heard of anything they could not call back...
GOOWILL PAYMENT REIMBURSEMENT - 11/25/2015
We had a vehicle in here with 2511 miles on it and had to do a transmission replacement. We ended up paying the customers first payment on the vehicle. How do I claim reimbursement? Labor op for this? I've looked through my bulletin on Goodwill/Policy...
Re: GOOWILL PAYMENT REIMBURSEMENT - 11/25/2015
Check out bulletin 11-00-89-005, there is a specific section about labor op 0600005 for goodwill for a car payment. Hope this helps!
CUSTOMER ENTHUSIASIM WARRANTY - 04/03/2015
... ran out of warranty at 36,103 mileage and a date of 03/20/2015 what can I do? I have selected the customer enthusiasim tab on my Reynolds and Reynolds and my gwm and it keeps saying beyond warranty limits on a answer Thanks in advance for the help w...
Re: CUSTOMER ENTHUSIASIM WARRANTY - 04/06/2015
You have to add Auth A to it which is policy it will go through ok
Re: CUSTOMER ENTHUSIASIM WARRANTY - 04/06/2015
Every time I have added the a authorization to my claim it seems to go against my policy percentage and my service manager is always mad about that can you shed anymore light on this issue for me?
Re: CUSTOMER ENTHUSIASIM WARRANTY - 04/06/2015
Customer enthusiasm is only used when the vehicle is still within the time and mileage limit warranty and not a result of a defect in material but the service manager has made a decision to cover the repairs. To cover a vehicle out of warranty you must ...
Re: CUSTOMER ENTHUSIASIM WARRANTY - 04/07/2015
And from how I understand it from my service manager is that customer enthusiasim is totally different from actual vehichle policy I used to be able to just hit the customer enthusiasim tab andf I could get a warranty claim to go through, if I hit the...
Re: CUSTOMER ENTHUSIASIM WARRANTY - 04/07/2015
... exceeded, etc). While it is an important reporting metric, the appropriate use of empowerment and customer enthusiasm are just as significant. As "rchaney" mentioned customer enthusiasm and policy are two unique dealer resources. *A policy decision...
Revised Customer Concern Not Duplicated (CCND) Bulletin - 11/26/2014
UPDATE: Bulletin 06-00-89-026M was recently revised to add the 2015 model year, update labour operations and the notice at the bottom of the chart.
Warranty after the customer paid! - 04/01/2011
I need some advice on how to process this warranty now. 2007 Saturn Vue came in for work, we completed and charged the customer. This was on 1-18-2011. They have now come back and informed us the work should have been covered under the emissions warranty....
Re: Warranty after the customer paid! - 04/01/2011
... a current work order date, you are explaining the delays and you are getting it handled for your customer. One thing to keep in mind, you probably charged the customer more than GM will pay you. How will you handle the difference?...
Reimburse customer for independent work? - 04/07/2011
A customer of ours was told by an independent shop that a repair he needed would not be covered under warranty. The customer proceeded with the repair. He was in our shop this week and inquired about it and found out that the repair would have been covered...
Re: Reimburse customer for independent work? - 04/07/2011
... AND PUT IT IN NET AMOUNT AND H ROUTE WITH COMMENTS TO YOUR REP FOR AUTH, AND ISSUE A CHECK TO THE CUSTOMER WHEN YOU GET PAID..HOPE THIS HELPS YOU.......
Re: Reimburse customer for independent work? - 04/07/2011
Thanks! Very helpful!
Re: Reimburse customer for independent work? - 04/08/2011
I TAKE THE BLAME FOR THE WRONG INFO.CAN I BLAME IT ON A SENIOR MOMENT???
Re: GM CUST ASST OFFERED REIMBURSEMENT - 06/03/2011
... Sounds like it's likely goodwill also so I'd put in the comments that it was ok'd through GM Customer Assistance....
Re: GM CUST ASST OFFERED REIMBURSEMENT - 06/06/2011
... Sounds like it's likely goodwill also so I'd put in the comments that it was ok'd through GM Customer Assistance. [/quote] We have had a few of these, and have had a little trouble since there was no case # provided by the customer. When I spoke to...
Customer Goodwill actions - 07/12/2011
Have a customer that purchased a 2011 Cruze (267 miles on vehicle) transmission needed replacement..... Manager auth us to also fill his gas tank, detail his car & pay for his 1st car payment "which they wrote all as separate lines on job card" ---- &...
Re: Customer Goodwill actions - 07/13/2011
i may be mistaken but isnt labor op Z7901 an old car rental op..??seems like the manager would have given you a labor op to use for the gas, detail and car payment instead of having all those seperate lines to submit...thats just my opinion..
Re: Customer Goodwill actions - 07/13/2011
I thought it was Z7091 to reimburse for a monthly vehicle payment.
Re: Customer Goodwill actions - 07/13/2011
i have used z7091 before for reimbursement on rental expenses per my fom...
GM CUST ASST OFFERED REIMBURSEMENT - 06/02/2011
I HAVE A CUSTOMER RECENTLY CAME IN WITH A CHECK ENGINE LIGHT FLASHING, WE REPLACED SPARK PLUGS .... THEY THEN CALLED GM CUST ASST --- THEY NOW SENT HER TO US TO SEEK 50% REIMBURSEMENT AUTH BY GM..... I AM HAVING TROUBLE FINDING ANY DOCUMENT ON WHAT LABOR...
Customer Enthusiasm - 07/22/2011
My service manager is planning on giving a customer 2 new keys/key fobs for their vehicle due to problems we had getting them cut. They come from GM cut backwards. We were able to find blank ones and get them cut at another dealer. Now, is this customer...
customer enthusiasm - 08/16/2011
Can anyone tell me if you click on the box for customer enthusiasm if you have to put an auth A on it?
Re: customer enthusiasm - 08/17/2011
In the August 2011 newsletter it stated "The dealer makes the decision to offer a customer warranty coverage on a failure that is determined to be a non-manufacturer's defect to ensure ongoing loyalty." So you would only use the customer enthusiasm button...
Re: customer enthusiasm - 08/17/2011
thank You Meshelly
Re: Customer Enthusiasm - 07/28/2011
This doesn't sound like customer enthusiasm. The keys came "inoperable" so you are in a sense fixing them by recutting the keys. Submit under ZREG with the correct op for keys/transmitters.
Customer Participation amount - 07/23/2010
I have a claim that is goodwill part only and the customer is to pay 200.00. When I submitted it I put the 200.00 in the 'customer participation amount' but it only ded. 100.00 as a deductible, so the claim was over paid 100.00. How should I adjust...
Re: Customer Participation amount - 07/23/2010
I would do an adjustment and put the $200 in as the participation amount.
Re: Customer Participation amount - 07/23/2010
It's already in the particiapation amount slot. but it didn't take that amount off the total.
Customer enthusiasm is only used when the vehicle is still within the time and mileage limit warranty and not a result of a defect in material but the service manager has made a decision to cover the repairs. To cover a vehicle out of warranty you must ...
Re: CUSTOMER ENTHUSIASIM WARRANTY - 04/07/2015
And from how I understand it from my service manager is that customer enthusiasim is totally different from actual vehichle policy I used to be able to just hit the customer enthusiasim tab andf I could get a warranty claim to go through, if I hit the...
Re: CUSTOMER ENTHUSIASIM WARRANTY - 04/07/2015
... exceeded, etc). While it is an important reporting metric, the appropriate use of empowerment and customer enthusiasm are just as significant. As "rchaney" mentioned customer enthusiasm and policy are two unique dealer resources. *A policy decision...
Revised Customer Concern Not Duplicated (CCND) Bulletin - 11/26/2014
UPDATE: Bulletin 06-00-89-026M was recently revised to add the 2015 model year, update labour operations and the notice at the bottom of the chart.
Warranty after the customer paid! - 04/01/2011
I need some advice on how to process this warranty now. 2007 Saturn Vue came in for work, we completed and charged the customer. This was on 1-18-2011. They have now come back and informed us the work should have been covered under the emissions warranty....
Re: Warranty after the customer paid! - 04/01/2011
... a current work order date, you are explaining the delays and you are getting it handled for your customer. One thing to keep in mind, you probably charged the customer more than GM will pay you. How will you handle the difference?...
Reimburse customer for independent work? - 04/07/2011
A customer of ours was told by an independent shop that a repair he needed would not be covered under warranty. The customer proceeded with the repair. He was in our shop this week and inquired about it and found out that the repair would have been covered...
Re: Reimburse customer for independent work? - 04/07/2011
... AND PUT IT IN NET AMOUNT AND H ROUTE WITH COMMENTS TO YOUR REP FOR AUTH, AND ISSUE A CHECK TO THE CUSTOMER WHEN YOU GET PAID..HOPE THIS HELPS YOU.......
Re: Reimburse customer for independent work? - 04/07/2011
Thanks! Very helpful!
Re: Reimburse customer for independent work? - 04/08/2011
I TAKE THE BLAME FOR THE WRONG INFO.CAN I BLAME IT ON A SENIOR MOMENT???
Re: GM CUST ASST OFFERED REIMBURSEMENT - 06/03/2011
... Sounds like it's likely goodwill also so I'd put in the comments that it was ok'd through GM Customer Assistance....
Re: GM CUST ASST OFFERED REIMBURSEMENT - 06/06/2011
... Sounds like it's likely goodwill also so I'd put in the comments that it was ok'd through GM Customer Assistance. [/quote] We have had a few of these, and have had a little trouble since there was no case # provided by the customer. When I spoke to...
Customer Goodwill actions - 07/12/2011
Have a customer that purchased a 2011 Cruze (267 miles on vehicle) transmission needed replacement..... Manager auth us to also fill his gas tank, detail his car & pay for his 1st car payment "which they wrote all as separate lines on job card" ---- &...
Re: Customer Goodwill actions - 07/13/2011
i may be mistaken but isnt labor op Z7901 an old car rental op..??seems like the manager would have given you a labor op to use for the gas, detail and car payment instead of having all those seperate lines to submit...thats just my opinion..
Re: Customer Goodwill actions - 07/13/2011
I thought it was Z7091 to reimburse for a monthly vehicle payment.
Re: Customer Goodwill actions - 07/13/2011
i have used z7091 before for reimbursement on rental expenses per my fom...
GM CUST ASST OFFERED REIMBURSEMENT - 06/02/2011
I HAVE A CUSTOMER RECENTLY CAME IN WITH A CHECK ENGINE LIGHT FLASHING, WE REPLACED SPARK PLUGS .... THEY THEN CALLED GM CUST ASST --- THEY NOW SENT HER TO US TO SEEK 50% REIMBURSEMENT AUTH BY GM..... I AM HAVING TROUBLE FINDING ANY DOCUMENT ON WHAT LABOR...
Customer Enthusiasm - 07/22/2011
My service manager is planning on giving a customer 2 new keys/key fobs for their vehicle due to problems we had getting them cut. They come from GM cut backwards. We were able to find blank ones and get them cut at another dealer. Now, is this customer...
customer enthusiasm - 08/16/2011
Can anyone tell me if you click on the box for customer enthusiasm if you have to put an auth A on it?
Re: customer enthusiasm - 08/17/2011
In the August 2011 newsletter it stated "The dealer makes the decision to offer a customer warranty coverage on a failure that is determined to be a non-manufacturer's defect to ensure ongoing loyalty." So you would only use the customer enthusiasm button...
Re: customer enthusiasm - 08/17/2011
thank You Meshelly
Re: Customer Enthusiasm - 07/28/2011
This doesn't sound like customer enthusiasm. The keys came "inoperable" so you are in a sense fixing them by recutting the keys. Submit under ZREG with the correct op for keys/transmitters.
Customer Participation amount - 07/23/2010
I have a claim that is goodwill part only and the customer is to pay 200.00. When I submitted it I put the 200.00 in the 'customer participation amount' but it only ded. 100.00 as a deductible, so the claim was over paid 100.00. How should I adjust...
Re: Customer Participation amount - 07/23/2010
I would do an adjustment and put the $200 in as the participation amount.
Re: Customer Participation amount - 07/23/2010
It's already in the particiapation amount slot. but it didn't take that amount off the total.
Re: Customer Participation amount - 07/23/2010
Is that in your system or in Global?
Re: Customer Participation amount - 07/23/2010
I put it in on era side, but it also is showing on the global side when I pulled it up to adjust it.
Re: Customer Participation amount - 07/23/2010
Did you change the amount in Global? I had a repair that the labor converted to Global wrong from ERA. But it let me do an adjustment. You may have to call DBC, that's what I was told by my Warranty rep.
Re: Customer Participation amount - 07/23/2010
... labor op I used. Per DBC I had to select "waive deductible" and then enter the amount I wanted for customer participation. After doing that, it paid correctly. Still alittle confused on the whole reasoning, but as long as it paid....
Re: Customer Participation amount - 07/23/2010
Way to go, I waived the 100.00 ded and it paid less the 200.00 like you said. Thanks a bunch.
Re: Customer Participation amount - 07/23/2010
[quote] cheryls2003: Way to go, I waived the 100.00 ded and it paid less the 200.00 like you said. Thanks a bunch. [/quote] Your welcome! : ) Glad it worked for you!
Core Reimbursements - 02/04/2011
Has anyone had to be reimbursed for a core on a part that the WPC requested back? We had to return a transmission to the WPC so need to submit for the core. The Z7200 op is no longer good, right? Do I submit from the original claim as a net? For some ...
Re: Core Reimbursements - 02/04/2011
You submit it in the net item freight/postage field when you do the add credit for returning the part to WPC
Re: Core Reimbursements - 02/07/2011
Thanks, you would think that with all the specifics they have fields for there would be one just for core amounts in these cases.
THE GOOD LORD AND GOOD CUSTOMERS - 04/21/2009
JUST WANTED TO SHARE THIS REMARKABLE STORY. KINDA RENEWS YOUR FAITH IN PEOPLES GOOD HEART AND THE GOOD LORD. WE HAD 2 CUSTOMERS IN OUR SERVICE LOUNGE, SERVICE ADVISOR WALKS IN AND ADVISES HIS CUSTOMER, AN ELDERLY LADY, THAT SHE HAS AN INTAKE LEAK ON HER...
Re: THE GOOD LORD AND GOOD CUSTOMERS - 04/21/2009
God is Awesome! That is truly an uplifting story!
Re: THE GOOD LORD AND GOOD CUSTOMERS - 04/21/2009
WELL, I HAVE GOOD NEWS TO REPORT. THE LITTLE OLD LADY WAS SO ELATED. THE SERVICE ADVISOR TOLD HER THAT AN ANGEL TOOK CARE OF HER BILL AND THAT SHE OWED US NOTHING. SHE WANTED TO KNOW THE NAME OF THE ANGEL. I HAD TEARS IN MY EYES WATCHING HER SHOCK. SHE ...
Re: THE GOOD LORD AND GOOD CUSTOMERS - 04/22/2009
IT IS THE GREATEST TO BE THERE AND SEE THE RESPONSE! WE HAD A LOCAL WOMAN WHO'S HUSBAND WAS KILLED IN IRAQ, CAME IN AND NEEDED TIRES. OUR SHOP FOREMAN WHO'S SON IS IN THE ARMY TOOK CARE OF THE BILL. PRICELESS!
Re: THE GOOD LORD AND GOOD CUSTOMERS - 04/22/2009
It is amazing that inspite of all the bad that is around us if we watch carefully we can see stories like this unfold everyday. How blessed we all are!!! And God bless that man!
Re: THE GOOD LORD AND GOOD CUSTOMERS - 04/22/2009
BY THE WAY, I FORGOT TO TELL YOU, THE LITTLE OLD LADY WAS 86 YRS. OLD. WOW!!!
Why Customers Should Not Be Allowed In The Service Area - 06/26/2009
An elderly lady came to our shop for a service appointment. Not wanting to be late, she arrives for her 1:00 appointment at noon (lunch break). We pull her vehicle into the shop, take all the information and show her to our lounge. After a short wait ...
Memorable Customers - 11/11/2008
... in Houston, Texas. We opened promptly at 7 A.M. and never closed our doors until the last customer retrieved their car that was in service. We had an elderly gentleman that would come in every month for something, whether it was an oil change or factory...
Re: Memorable Customers - 11/11/2008
THANKS FOR SHARING SUCH A GOOD STORY WITH EVERYONE. THIS STORY WILL PUT A SMILE ON YOUR FACE. THANKS AGAIN.
CUSTOMERS SIGNATURES - 01/20/2009
I HAVE A QUESTION FOR ALL OF YOU, HOPE YOU CAN GIVE SOME INSIGHT. HOPE THIS DOESN'T SOUND "STUPID". I BELIVE THAT ALL CUSTOMERS THAT ENTER YOUR SERVICE DRIVE SHOULD HAVE AN INITIAL WRITE UP SHEET SHOWING ALL THE CUSTOMERS COMPLAINTS AND IT SHOULD BE SIGNED...
Re: CUSTOMERS SIGNATURES - 01/20/2009
... told our owners. If the dealership works on a vehicle, completes a repair but fails to get the customer signature on the hard copy giving us permission to do the work, the customer isn't legally required to pay for the repairs. Right now, this dealership...
Re: CUSTOMERS SIGNATURES - 01/20/2009
... THAT IF IN AN AUDIT, GM COULD DEBIT YOU BACK THE AMT. OF THE CLAIM IF IT WASN'T SIGNED BY THE CUSTOMER....
Re: CUSTOMERS SIGNATURES - 01/20/2009
This is from the P&P: 1.6.2.6 - Customer Signature Each customer pay and warranty repair order is to be signed by the customer authorizing dealer to perform the requested service. If dealer is unable to obtain a customer signature, service management...
COURTESY TRANSPORTATION REIMBURSEMENT - 02/20/2009
I AM TRYING TO FIND WHERE IT SAYS HOW MUCH I CAN CLAIM FOR REIMBURSEMENT ON COURTESY TRANSPORTATION SUCH AS FUEL REIMBURSEMENT, PUBLIC TRANSPORTATION. WE ALREADY DO A GREAT DEAL OF SHUTTLE AND RENTALS, JUST WONDERING IF THERE IS ANYTHING ELSE TO CLAIM...
Re: COURTESY TRANSPORTATION REIMBURSEMENT - 02/20/2009
TAKE A LOOK AT 07-00-89-037A. SHOULD ANSWER YOUR QUESTIONS.
Customer Participation - 03/20/2020
The Customer/Service Agent Participation Amount field of a warranty transaction is used to enter customer or service agent participation towards a warranty repair. The dollar amount represents the agreed upon dollar amount for policy or non-warranty...
Is that in your system or in Global?
Re: Customer Participation amount - 07/23/2010
I put it in on era side, but it also is showing on the global side when I pulled it up to adjust it.
Re: Customer Participation amount - 07/23/2010
Did you change the amount in Global? I had a repair that the labor converted to Global wrong from ERA. But it let me do an adjustment. You may have to call DBC, that's what I was told by my Warranty rep.
Re: Customer Participation amount - 07/23/2010
... labor op I used. Per DBC I had to select "waive deductible" and then enter the amount I wanted for customer participation. After doing that, it paid correctly. Still alittle confused on the whole reasoning, but as long as it paid....
Re: Customer Participation amount - 07/23/2010
Way to go, I waived the 100.00 ded and it paid less the 200.00 like you said. Thanks a bunch.
Re: Customer Participation amount - 07/23/2010
[quote] cheryls2003: Way to go, I waived the 100.00 ded and it paid less the 200.00 like you said. Thanks a bunch. [/quote] Your welcome! : ) Glad it worked for you!
Core Reimbursements - 02/04/2011
Has anyone had to be reimbursed for a core on a part that the WPC requested back? We had to return a transmission to the WPC so need to submit for the core. The Z7200 op is no longer good, right? Do I submit from the original claim as a net? For some ...
Re: Core Reimbursements - 02/04/2011
You submit it in the net item freight/postage field when you do the add credit for returning the part to WPC
Re: Core Reimbursements - 02/07/2011
Thanks, you would think that with all the specifics they have fields for there would be one just for core amounts in these cases.
THE GOOD LORD AND GOOD CUSTOMERS - 04/21/2009
JUST WANTED TO SHARE THIS REMARKABLE STORY. KINDA RENEWS YOUR FAITH IN PEOPLES GOOD HEART AND THE GOOD LORD. WE HAD 2 CUSTOMERS IN OUR SERVICE LOUNGE, SERVICE ADVISOR WALKS IN AND ADVISES HIS CUSTOMER, AN ELDERLY LADY, THAT SHE HAS AN INTAKE LEAK ON HER...
Re: THE GOOD LORD AND GOOD CUSTOMERS - 04/21/2009
God is Awesome! That is truly an uplifting story!
Re: THE GOOD LORD AND GOOD CUSTOMERS - 04/21/2009
WELL, I HAVE GOOD NEWS TO REPORT. THE LITTLE OLD LADY WAS SO ELATED. THE SERVICE ADVISOR TOLD HER THAT AN ANGEL TOOK CARE OF HER BILL AND THAT SHE OWED US NOTHING. SHE WANTED TO KNOW THE NAME OF THE ANGEL. I HAD TEARS IN MY EYES WATCHING HER SHOCK. SHE ...
Re: THE GOOD LORD AND GOOD CUSTOMERS - 04/22/2009
IT IS THE GREATEST TO BE THERE AND SEE THE RESPONSE! WE HAD A LOCAL WOMAN WHO'S HUSBAND WAS KILLED IN IRAQ, CAME IN AND NEEDED TIRES. OUR SHOP FOREMAN WHO'S SON IS IN THE ARMY TOOK CARE OF THE BILL. PRICELESS!
Re: THE GOOD LORD AND GOOD CUSTOMERS - 04/22/2009
It is amazing that inspite of all the bad that is around us if we watch carefully we can see stories like this unfold everyday. How blessed we all are!!! And God bless that man!
Re: THE GOOD LORD AND GOOD CUSTOMERS - 04/22/2009
BY THE WAY, I FORGOT TO TELL YOU, THE LITTLE OLD LADY WAS 86 YRS. OLD. WOW!!!
Why Customers Should Not Be Allowed In The Service Area - 06/26/2009
An elderly lady came to our shop for a service appointment. Not wanting to be late, she arrives for her 1:00 appointment at noon (lunch break). We pull her vehicle into the shop, take all the information and show her to our lounge. After a short wait ...
Memorable Customers - 11/11/2008
... in Houston, Texas. We opened promptly at 7 A.M. and never closed our doors until the last customer retrieved their car that was in service. We had an elderly gentleman that would come in every month for something, whether it was an oil change or factory...
Re: Memorable Customers - 11/11/2008
THANKS FOR SHARING SUCH A GOOD STORY WITH EVERYONE. THIS STORY WILL PUT A SMILE ON YOUR FACE. THANKS AGAIN.
CUSTOMERS SIGNATURES - 01/20/2009
I HAVE A QUESTION FOR ALL OF YOU, HOPE YOU CAN GIVE SOME INSIGHT. HOPE THIS DOESN'T SOUND "STUPID". I BELIVE THAT ALL CUSTOMERS THAT ENTER YOUR SERVICE DRIVE SHOULD HAVE AN INITIAL WRITE UP SHEET SHOWING ALL THE CUSTOMERS COMPLAINTS AND IT SHOULD BE SIGNED...
Re: CUSTOMERS SIGNATURES - 01/20/2009
... told our owners. If the dealership works on a vehicle, completes a repair but fails to get the customer signature on the hard copy giving us permission to do the work, the customer isn't legally required to pay for the repairs. Right now, this dealership...
Re: CUSTOMERS SIGNATURES - 01/20/2009
... THAT IF IN AN AUDIT, GM COULD DEBIT YOU BACK THE AMT. OF THE CLAIM IF IT WASN'T SIGNED BY THE CUSTOMER....
Re: CUSTOMERS SIGNATURES - 01/20/2009
This is from the P&P: 1.6.2.6 - Customer Signature Each customer pay and warranty repair order is to be signed by the customer authorizing dealer to perform the requested service. If dealer is unable to obtain a customer signature, service management...
COURTESY TRANSPORTATION REIMBURSEMENT - 02/20/2009
I AM TRYING TO FIND WHERE IT SAYS HOW MUCH I CAN CLAIM FOR REIMBURSEMENT ON COURTESY TRANSPORTATION SUCH AS FUEL REIMBURSEMENT, PUBLIC TRANSPORTATION. WE ALREADY DO A GREAT DEAL OF SHUTTLE AND RENTALS, JUST WONDERING IF THERE IS ANYTHING ELSE TO CLAIM...
Re: COURTESY TRANSPORTATION REIMBURSEMENT - 02/20/2009
TAKE A LOOK AT 07-00-89-037A. SHOULD ANSWER YOUR QUESTIONS.
Customer Participation - 03/20/2020
The Customer/Service Agent Participation Amount field of a warranty transaction is used to enter customer or service agent participation towards a warranty repair. The dollar amount represents the agreed upon dollar amount for policy or non-warranty...
Warranty Briefs: Customer Signatures - 03/18/2021
Customer signatures are a hot topic; specifically, the lack thereof. Per Policies and Procedures, a customer's signature is the means for authorizing the dealership to work on their vehicle and it must be obtained at initial write-up and prior to any...
Customer Purchased Parts and Accessories - 04/02/2020
The majority of GM service replacement parts are warrantied for 24 months, unlimited mileage. If the purchased part was installed at a dealership and fails within 24 months, parts and labor are covered. Subsequent replacements under this warranty will ...
Customer Concern Not Duplicated - 09/19/2007
Just wondered how many dealerships actually use the Customer Concern Not Duplicated labor op's. I was at our area Warranty Administrators Club meeting and some of the other admin's. mentioned that they rarely if ever use them because it can flag a CSI...
Tool Reimbursement - 09/19/2007
We purchased a tool in order to perform a TSB, are we able to be reimbursed for the purchase amount? What labor op would we use?
Rental Car Reimbursement - 09/19/2007
Question: What model years do dealer owned rental cars have to be to get the $42 per day rental allowance? I checked P&P and could not find anything, but recall reading a while ago that it has to be within 2 model years. Is that 2 model years of the ...
Dealer Aftersales Empowerment Portal - 04/26/2022
... provides dealers with the ability to perform three different processes to help resolve customer issues. Access to the portal is based on the user’s GlobalConnect ID role access. The three available processes are as follows: Aftersales Empowerment...
Did You Know? - 07/30/2019
... the GM Service Policies & Procedures Manual. The Dealer Empowerment Labor Operations and Customer Enthusiasm bulletin, 11-00-89-005, contains key terms and definitions that outline the empowerment program, special labor operations that may...
Disclosure Requirements - 09/27/2016
... or recycled parts on new vehicles that are not supplied by GM, it must be disclosed to the customer about to purchase the modified vehicle. This holds true when selling aftermarket service contracts as well. The intent is to make sure the customer understands...
Upcoming Safety Recall 13454 and 14063 - 04/03/2014
... recalls in two recently released Global Messages. Courtesy transportation is available for customers who express concern about driving their vehicle and request alternate transportation. The service manager is empowered to provide the customer with...
Maintenance - 07/03/2013
... plan listed on the vehicle's IVH report with specific time and mileage parameters. When a customer visits the dealership with one of those plans, the Sierra Pro-Grade Protection plan for example, where do you find information on how to proceed?These...
Part Number Requests - 09/04/2013
How does your parts department handle calls from customers who just want the part number, but not the price, so they can purchase the part they need elsewhere? These types of calls come from people who are doing their own research to find the part at...
Maintenance Offers - 10/08/2012
... select group of Chevrolet and GMC truck owners are eligible for either $25, $35 or $50 off of a customer pay manufacturer approved service. Select 1988 to current model year, bought new still retained (BNSR) Silverado, Avalanche and Sierra owners as...
Policy Calculator After the Fact Claim Help!!!! - 11/23/2018
Hello,Does anyone have any idea of the correct way to handle the following? Customer states replace vacuum pump. Customer pays. Then we're notified from CCA regarding customer reached out expressing frustration with cost of vacuum pump...
Forum - 12/13/2022
... not catch that it has a special coverage for the water pump, now she is wanting to reimburse the customer but the reimbursement under the special coverage expired back in 2015....
Forum - 10/25/2022
... to Global Main page,,,Aftersales Empowerment,,,Claim Pre Approval,,,and the 6th one down,,,"CUSTOMER REQUEST FOR REIMBURSEMENT,,,BLAH BLAH,,BEYOND DEALER EMPOWERMENT,,,YOU REP WILL REVIEW AND EITHER APPROVE OR DENY,,,TELL THEM THE ITEMS I NOTED IN THE...
Administrative Allowance - 08/13/2021
... of 25.00 to parts sale price, example air bags, radio's 45.00, etc.On reimbursement checks to customer's, I put the 20.00 administrative allowance to sale labor.Any help will be truly appreciated.Thank youJennifer EvansWarranty AdministratorHeidebreicht...
GM Authorization - 02/28/2023
... as a net item expense rather than in the parts field. Another inputting error example occurs when customer participation or customer reimbursement expenses are entered in the miscellaneous net item field. 3. Non-warranty coverage. Repair expenses associated...
New Year, New Compliance Initiative - 12/26/2023
... often overlooked, not completed in full, or simply provide inaccurate information. “Missing Customer Authorization to proceed with repairs” is a commonly missed deviation. Each policy and warranty job card must be signed by the customer authorizing...
Forum - 10/26/2017
The form is included with the customer's notification letter (with a special coverage also). The letter advises the customer to complete the reimbursement form and present it to the dealer with all required documents (or mail to the Reimbursement...
Smart Care and Smart Care Wraps - 01/10/2014
... oil and filter service, and tire rotation. The reimbursement rate is dependent on the plan the customer purchases. Both IVH and CARES will identify the plan for the VIN, which dictates the reimbursement amount. Service intervals are to be performed...
GM Authorization - 02/20/2018
... as a net item expense rather than in the parts field. Another inputting error example occurs when customer participation or customer reimbursement expenses are entered in the miscellaneous net item field. 3. Non-warranty coverage. Repair expenses associated...
Goodwill Tools - 06/25/2018
... for non-warranty repairs, GM provides specific goodwill tools designed to assist the dealer with customer satisfaction and retention. The tools include OnStar plan options, Maintenance Letter for a one-time future service or maintenance visit, Component...
Global Warranty Management Submission - 12/16/2016
... at the factory. Service Event, ZSET is used to register Service Agent Installed Options and for customer pay service transactions. The Service Agent Installed Option checkbox will appear when this transaction type is used. Select the box to record the...
October 2022 Recall Update - 09/26/2022
... coverage bulletin involves certain 2010-17 Chevrolet Equinox and GMC Terrain vehicles. Customer Satisfaction Recall N212354522 Heated Vented Seats Retrofit Due to Chip Shortage: A total of approximately 23,000 vehicles are included in the retrofit...
Reject of the Month - April 2020 - 03/27/2020
In early 2020 a customer with a 2015 GMC Yukon visited their local service department for reimbursement of a tail lamp repair that had been performed on their vehicle. The customer had recently received notification that their vehicle was part of the...
Customer signatures are a hot topic; specifically, the lack thereof. Per Policies and Procedures, a customer's signature is the means for authorizing the dealership to work on their vehicle and it must be obtained at initial write-up and prior to any...
Customer Purchased Parts and Accessories - 04/02/2020
The majority of GM service replacement parts are warrantied for 24 months, unlimited mileage. If the purchased part was installed at a dealership and fails within 24 months, parts and labor are covered. Subsequent replacements under this warranty will ...
Customer Concern Not Duplicated - 09/19/2007
Just wondered how many dealerships actually use the Customer Concern Not Duplicated labor op's. I was at our area Warranty Administrators Club meeting and some of the other admin's. mentioned that they rarely if ever use them because it can flag a CSI...
Tool Reimbursement - 09/19/2007
We purchased a tool in order to perform a TSB, are we able to be reimbursed for the purchase amount? What labor op would we use?
Rental Car Reimbursement - 09/19/2007
Question: What model years do dealer owned rental cars have to be to get the $42 per day rental allowance? I checked P&P and could not find anything, but recall reading a while ago that it has to be within 2 model years. Is that 2 model years of the ...
Dealer Aftersales Empowerment Portal - 04/26/2022
... provides dealers with the ability to perform three different processes to help resolve customer issues. Access to the portal is based on the user’s GlobalConnect ID role access. The three available processes are as follows: Aftersales Empowerment...
Did You Know? - 07/30/2019
... the GM Service Policies & Procedures Manual. The Dealer Empowerment Labor Operations and Customer Enthusiasm bulletin, 11-00-89-005, contains key terms and definitions that outline the empowerment program, special labor operations that may...
Disclosure Requirements - 09/27/2016
... or recycled parts on new vehicles that are not supplied by GM, it must be disclosed to the customer about to purchase the modified vehicle. This holds true when selling aftermarket service contracts as well. The intent is to make sure the customer understands...
Upcoming Safety Recall 13454 and 14063 - 04/03/2014
... recalls in two recently released Global Messages. Courtesy transportation is available for customers who express concern about driving their vehicle and request alternate transportation. The service manager is empowered to provide the customer with...
Maintenance - 07/03/2013
... plan listed on the vehicle's IVH report with specific time and mileage parameters. When a customer visits the dealership with one of those plans, the Sierra Pro-Grade Protection plan for example, where do you find information on how to proceed?These...
Part Number Requests - 09/04/2013
How does your parts department handle calls from customers who just want the part number, but not the price, so they can purchase the part they need elsewhere? These types of calls come from people who are doing their own research to find the part at...
Maintenance Offers - 10/08/2012
... select group of Chevrolet and GMC truck owners are eligible for either $25, $35 or $50 off of a customer pay manufacturer approved service. Select 1988 to current model year, bought new still retained (BNSR) Silverado, Avalanche and Sierra owners as...
Policy Calculator After the Fact Claim Help!!!! - 11/23/2018
Hello,Does anyone have any idea of the correct way to handle the following? Customer states replace vacuum pump. Customer pays. Then we're notified from CCA regarding customer reached out expressing frustration with cost of vacuum pump...
Forum - 12/13/2022
... not catch that it has a special coverage for the water pump, now she is wanting to reimburse the customer but the reimbursement under the special coverage expired back in 2015....
Forum - 10/25/2022
... to Global Main page,,,Aftersales Empowerment,,,Claim Pre Approval,,,and the 6th one down,,,"CUSTOMER REQUEST FOR REIMBURSEMENT,,,BLAH BLAH,,BEYOND DEALER EMPOWERMENT,,,YOU REP WILL REVIEW AND EITHER APPROVE OR DENY,,,TELL THEM THE ITEMS I NOTED IN THE...
Administrative Allowance - 08/13/2021
... of 25.00 to parts sale price, example air bags, radio's 45.00, etc.On reimbursement checks to customer's, I put the 20.00 administrative allowance to sale labor.Any help will be truly appreciated.Thank youJennifer EvansWarranty AdministratorHeidebreicht...
GM Authorization - 02/28/2023
... as a net item expense rather than in the parts field. Another inputting error example occurs when customer participation or customer reimbursement expenses are entered in the miscellaneous net item field. 3. Non-warranty coverage. Repair expenses associated...
New Year, New Compliance Initiative - 12/26/2023
... often overlooked, not completed in full, or simply provide inaccurate information. “Missing Customer Authorization to proceed with repairs” is a commonly missed deviation. Each policy and warranty job card must be signed by the customer authorizing...
Forum - 10/26/2017
The form is included with the customer's notification letter (with a special coverage also). The letter advises the customer to complete the reimbursement form and present it to the dealer with all required documents (or mail to the Reimbursement...
Smart Care and Smart Care Wraps - 01/10/2014
... oil and filter service, and tire rotation. The reimbursement rate is dependent on the plan the customer purchases. Both IVH and CARES will identify the plan for the VIN, which dictates the reimbursement amount. Service intervals are to be performed...
GM Authorization - 02/20/2018
... as a net item expense rather than in the parts field. Another inputting error example occurs when customer participation or customer reimbursement expenses are entered in the miscellaneous net item field. 3. Non-warranty coverage. Repair expenses associated...
Goodwill Tools - 06/25/2018
... for non-warranty repairs, GM provides specific goodwill tools designed to assist the dealer with customer satisfaction and retention. The tools include OnStar plan options, Maintenance Letter for a one-time future service or maintenance visit, Component...
Global Warranty Management Submission - 12/16/2016
... at the factory. Service Event, ZSET is used to register Service Agent Installed Options and for customer pay service transactions. The Service Agent Installed Option checkbox will appear when this transaction type is used. Select the box to record the...
October 2022 Recall Update - 09/26/2022
... coverage bulletin involves certain 2010-17 Chevrolet Equinox and GMC Terrain vehicles. Customer Satisfaction Recall N212354522 Heated Vented Seats Retrofit Due to Chip Shortage: A total of approximately 23,000 vehicles are included in the retrofit...
Reject of the Month - April 2020 - 03/27/2020
In early 2020 a customer with a 2015 GMC Yukon visited their local service department for reimbursement of a tail lamp repair that had been performed on their vehicle. The customer had recently received notification that their vehicle was part of the...
Forum - 09/06/2019
This sounds like a reimbursement situation, if that is the case: The Policy Evaluation Tool should be run for the customer, inputting the total repair cost at warranty rates. A new job card would be opened for the reimbursement. The reimbursement amount...
Forum - 01/10/2019
I ran across this recently with a transmission replacement. The customer was out of town when their transmission went out and had to go to the out of state dealer. Unfortunately, the dealership did not want to run a calculator for the customer since they...
Forum - 12/15/2022
... dealer I worked at botched I am inclined to use an RO to back out the previous ticket, refund the customer then transfer the documentation to a new ticket with parts and labor and bill it as the repair. To me, the dealer doing a claim customer pay then...
April 2021 Recall Update - 03/22/2021
Safety Recall A202307261-01 Loss of Brake Assist: The recall bulletin has been updated to include a copy of the customer notification letter. The recall affects certain 2020 Cadillac CT4, CT5 and 2021 Chevrolet Trailblazer vehicles. Safety Recall...
Shuttle - 11/22/2022
Many dealers take their service customers home, to work, or wherever they need to be while their vehicle is in the service department undergoing repairs. If those repairs are warranty repairs, with the exception of warranty maintenance and recall repairs...
Dealer Empowerment - 02/26/2024
... to make decisions at their level, which is closest to the circumstances, the vehicle and the customer, rather than relying on GM involvement for each and every decision. Dealers begin with a standard level of dealer empowerment, Level 6, in GWM. This...
Re: 07187C: Special Coverage Adjustment - Instrument Panel Cluster Gauge Needle Function - 08/11/2009
We have been charging customer 1.5 hours to diag and install at customer pay rate.
Forum - 03/23/2017
Is this a situation where the customer called GM Customer Assistance?
Understanding the New Courtesy Transportation Guidelines - 06/19/2017
... These changes restricted courtesy transportation options to the following situations only: The customer’s vehicle is within the New Vehicle Limited Warranty and the repair is covered under this warranty. The exception to this is GM covered maintenance...
The Early Bird - Night Drop - 12/21/2017
... that dealers have been given increased flexibility with policies relating to documents that the customer uses to request and authorize vehicle repairs at your service department. Policy states that the following fields must be included on the EB/ND...
Roadside Assistance - 05/24/2016
... be the 5 year/100,000 mile powertrain coverage. While Roadside Assistance is explained in the customer's owner's manual, too few people actually read their owner's manual and aren't aware they even have this value added service. Roadside Assistance should...
GM Employee Discount for Service - 03/01/2016
... year. The program offers all US GM salaried, hourly, and retired employees a discount towards any customer-pay service or parts purchase at participating US dealerships. Active employees and retirees that spend $25 or more in the service lane, in...
Updated GM Requirements for Maintenance Services - 01/28/2014
... of the percent oil life remaining, to coincide with the mileage recommended for a tire rotation.Customers who insist on more frequent oil changes may have their request honored, but they should first be informed that their maintenance plan only allows...
Ignition Switch Recall & Courtesy Transportation - 05/09/2014
Key Points: Service management must approve courtesy transportation before the customer receives the courtesy transportation vehicle by submitting for authorization on the Aftersales Empowerment Portal. Dealers do not have to wait for DMA approval...
Ignition Recall Update - 06/06/2014
The GM Ignition Recall Safety Information website, www.gmignitionupdate.com, has been enhanced to provide customers with the ability to initiate a parts request for ignition recall parts. The customer's request is sent to the GM Customer Assistance...
Maintenance Offers - 08/09/2012
... on September 30, 2012. A manifest is posted in the middle of each month in order to follow up with customers that have received the offer. Reimbursement is a fixed amount; either $20 for conventional or dexos1 oil or $45 for diesel oil. Job cards are...
Missed Revenue - Parts Inventory - 02/04/2010
On a cold, snowy day a customer visited their local dealership to inquire about new tires for his vehicle. The customer was looking for a cost effective solution to improve navigation on the icy, slippery roads. Another customer brought their vehicle...
Best Practices - 01/24/2013
... are followed in a dealership service department, fewer mistakes and omissions are made and your customers will always know what to expect from you. Your employees will also know what is expected of them. While there may always be a few employees who...
March 2017 Recall Update - 02/17/2017
... with this field action will appear as “closed” in IVH, effective February 8, 2017. Customers that have already had the recall performed will be advised to return the vehicle to the dealer if they experience a Service Engine Soon light. In...
Shuttle Service: Is Your Dealership Claiming It? - 11/29/2018
GM’s Courtesy Transportation Program provides a variety of alternative transportation options for your customers. These options include a rental vehicle, fuel reimbursement, public transportation reimbursement, and shuttle service. Three of these...
Required Operating Procedures-Authorization Matrix - 05/22/2018
... is required to provide authorization supporting their decision with the following items: Customer signature not available Changes after initial write-up regarding who is responsible for the repair expense Added Operation Warranty on dealer owned...
PONTIAC PREFERRED OIL CHANGES-SYNTHETIC - 03/22/2010
Our dealer has decided that due to the cost of synthetic oil we will be charging the customer for the difference of the oil change and the $35 reimbursement. The only synthetic oil changes we will be covering 100% is vehicles requiring synthetic oil,...
Courtesy Transportation Program Coverage & Eligibility - 03/22/2021
... for any of these four services include: Warranty repairs for all GM vehicle purchase/lease customers and GM company-owned vehicle drivers within the Bumper-to-Bumper, Powertrain and/or Hybrid specific (8 year/100,000) and Federal Emissions coverage...
Towing Limitations - 10/01/2021
When it comes to getting a customer’s vehicle towed to your dealership, there are two options. The first is to have the customer contact Roadside Assistance and the second is to contact a local tow company. If using Roadside Assistance, there will...
Policy Evaluation Tool Pilot Program - 05/23/2023
... on or after April 25th, GM is piloting the removal of the GM requirement for dealers to charge customers at warranty rates for Policy repairs. This change does not impact the requirement for warranty rates to be used in the Policy Evaluation Tool and...
This sounds like a reimbursement situation, if that is the case: The Policy Evaluation Tool should be run for the customer, inputting the total repair cost at warranty rates. A new job card would be opened for the reimbursement. The reimbursement amount...
Forum - 01/10/2019
I ran across this recently with a transmission replacement. The customer was out of town when their transmission went out and had to go to the out of state dealer. Unfortunately, the dealership did not want to run a calculator for the customer since they...
Forum - 12/15/2022
... dealer I worked at botched I am inclined to use an RO to back out the previous ticket, refund the customer then transfer the documentation to a new ticket with parts and labor and bill it as the repair. To me, the dealer doing a claim customer pay then...
April 2021 Recall Update - 03/22/2021
Safety Recall A202307261-01 Loss of Brake Assist: The recall bulletin has been updated to include a copy of the customer notification letter. The recall affects certain 2020 Cadillac CT4, CT5 and 2021 Chevrolet Trailblazer vehicles. Safety Recall...
Shuttle - 11/22/2022
Many dealers take their service customers home, to work, or wherever they need to be while their vehicle is in the service department undergoing repairs. If those repairs are warranty repairs, with the exception of warranty maintenance and recall repairs...
Dealer Empowerment - 02/26/2024
... to make decisions at their level, which is closest to the circumstances, the vehicle and the customer, rather than relying on GM involvement for each and every decision. Dealers begin with a standard level of dealer empowerment, Level 6, in GWM. This...
Re: 07187C: Special Coverage Adjustment - Instrument Panel Cluster Gauge Needle Function - 08/11/2009
We have been charging customer 1.5 hours to diag and install at customer pay rate.
Forum - 03/23/2017
Is this a situation where the customer called GM Customer Assistance?
Understanding the New Courtesy Transportation Guidelines - 06/19/2017
... These changes restricted courtesy transportation options to the following situations only: The customer’s vehicle is within the New Vehicle Limited Warranty and the repair is covered under this warranty. The exception to this is GM covered maintenance...
The Early Bird - Night Drop - 12/21/2017
... that dealers have been given increased flexibility with policies relating to documents that the customer uses to request and authorize vehicle repairs at your service department. Policy states that the following fields must be included on the EB/ND...
Roadside Assistance - 05/24/2016
... be the 5 year/100,000 mile powertrain coverage. While Roadside Assistance is explained in the customer's owner's manual, too few people actually read their owner's manual and aren't aware they even have this value added service. Roadside Assistance should...
GM Employee Discount for Service - 03/01/2016
... year. The program offers all US GM salaried, hourly, and retired employees a discount towards any customer-pay service or parts purchase at participating US dealerships. Active employees and retirees that spend $25 or more in the service lane, in...
Updated GM Requirements for Maintenance Services - 01/28/2014
... of the percent oil life remaining, to coincide with the mileage recommended for a tire rotation.Customers who insist on more frequent oil changes may have their request honored, but they should first be informed that their maintenance plan only allows...
Ignition Switch Recall & Courtesy Transportation - 05/09/2014
Key Points: Service management must approve courtesy transportation before the customer receives the courtesy transportation vehicle by submitting for authorization on the Aftersales Empowerment Portal. Dealers do not have to wait for DMA approval...
Ignition Recall Update - 06/06/2014
The GM Ignition Recall Safety Information website, www.gmignitionupdate.com, has been enhanced to provide customers with the ability to initiate a parts request for ignition recall parts. The customer's request is sent to the GM Customer Assistance...
Maintenance Offers - 08/09/2012
... on September 30, 2012. A manifest is posted in the middle of each month in order to follow up with customers that have received the offer. Reimbursement is a fixed amount; either $20 for conventional or dexos1 oil or $45 for diesel oil. Job cards are...
Missed Revenue - Parts Inventory - 02/04/2010
On a cold, snowy day a customer visited their local dealership to inquire about new tires for his vehicle. The customer was looking for a cost effective solution to improve navigation on the icy, slippery roads. Another customer brought their vehicle...
Best Practices - 01/24/2013
... are followed in a dealership service department, fewer mistakes and omissions are made and your customers will always know what to expect from you. Your employees will also know what is expected of them. While there may always be a few employees who...
March 2017 Recall Update - 02/17/2017
... with this field action will appear as “closed” in IVH, effective February 8, 2017. Customers that have already had the recall performed will be advised to return the vehicle to the dealer if they experience a Service Engine Soon light. In...
Shuttle Service: Is Your Dealership Claiming It? - 11/29/2018
GM’s Courtesy Transportation Program provides a variety of alternative transportation options for your customers. These options include a rental vehicle, fuel reimbursement, public transportation reimbursement, and shuttle service. Three of these...
Required Operating Procedures-Authorization Matrix - 05/22/2018
... is required to provide authorization supporting their decision with the following items: Customer signature not available Changes after initial write-up regarding who is responsible for the repair expense Added Operation Warranty on dealer owned...
PONTIAC PREFERRED OIL CHANGES-SYNTHETIC - 03/22/2010
Our dealer has decided that due to the cost of synthetic oil we will be charging the customer for the difference of the oil change and the $35 reimbursement. The only synthetic oil changes we will be covering 100% is vehicles requiring synthetic oil,...
Courtesy Transportation Program Coverage & Eligibility - 03/22/2021
... for any of these four services include: Warranty repairs for all GM vehicle purchase/lease customers and GM company-owned vehicle drivers within the Bumper-to-Bumper, Powertrain and/or Hybrid specific (8 year/100,000) and Federal Emissions coverage...
Towing Limitations - 10/01/2021
When it comes to getting a customer’s vehicle towed to your dealership, there are two options. The first is to have the customer contact Roadside Assistance and the second is to contact a local tow company. If using Roadside Assistance, there will...
Policy Evaluation Tool Pilot Program - 05/23/2023
... on or after April 25th, GM is piloting the removal of the GM requirement for dealers to charge customers at warranty rates for Policy repairs. This change does not impact the requirement for warranty rates to be used in the Policy Evaluation Tool and...
Re: OLD RECALL #07217 - 06/19/2009
... Courtesy Transportation Options • Shuttle Service - Providing a shuttle service for customers is the preferred transportation alternative and should be considered anytime a warranty service appointment is scheduled or an eligible vehicle is...
October 2016 Recall Update - 09/27/2016
... the proper sealing of the replacement valve cover gasket. The updated bulletin also includes the customer letter. The recall affects certain 1997-2003 Buick Regal GS and Pontiac Grand Prix GTP vehicles equipped with a 3.8L V6 Supercharged Engine. Safety...
Empowerment - 11/25/2014
Empowerment: The Dealer Empowerment Labor Operations and Customer Enthusiasm Bulletin, 11-00-89-005H, was updated in early November. The revision now contains the 2015 model year and provides two new Goodwill Tools. The effective date for the revised...
Business Choice Maintenance Plan - 02/26/2013
... operations of their business and not solely for transportation purposes. Proof that the customer is a business owner is required. Beginning January 3, 2013, all eligible Business Choice customers who purchase their vehicle on or after this...
Qualifying for a Rental Vehicle - 02/07/2012
... public transportation reimbursement, and shuttle to and/or from home, work, or wherever the customer needs to be.Some powertrain repairs require that the vehicle be in the dealership overnight, as the repairs are extensive enough that they cannot be...
Parts Expedite Revisions - 04/27/2011
... expediting program was developed several years ago to accomplish one goal: To reduce the need for customers having to return to the dealership to have an ordered part replaced. It has been well proven that customer satisfaction will increase when your...
Recall Completion - 06/30/2011
... had been open for several months. The GM representative's comments on the reject were to get the customer in to the dealership to complete the open recall then resubmit.In the case of this particular VIN, the open recall was for the removal of the heated...
No Problem Found Claims Handling - 06/30/2011
No Problem Found (NPF) or Customer Concern Not Duplicated (CCND), situations present a unique challenge for dealers. For starters, they may leave the customer unsatisfied. Unresolved customer concerns reflect poorly on the dealership because it compromises...
Completing the Repair - 04/12/2011
... the department may not perform to an acceptable level leaving room for error or for unsatisfied customers.The entire service visit must run smoothly and effectively to ensure customer satisfaction with the quality of service they have received. Anything...
Filing and Supporting Documentation - 01/21/2015
... forms, if applicableMidtronics battery warranty code and test resultsAlternative customer signature documentCourtesy transportation rental agreements and receipts for taxi, bus, fuel, etc.Invoices for non-GM parts purchasesInvoices for outside GM parts...
Parts and Accessories Warranty Coverage - 07/03/2013
... warranty eligibility, which means they must have access to the original job card given to the customer after the repair is made. If the customer cannot find their original job card invoice, verification may be made through the service agent's DMS system....
Reducing Comebacks - 11/29/2016
For many customers, bringing their vehicle into your dealership for service is an inconvenience. It’s an even greater inconvenience if they have to bring it back a second time for the same concern. There is a bulletin, 01-00-89-010, that provides...
New Battery Transaction Requirements - 04/28/2016
If you replace a battery on your customer's 2016 or 2017 vehicle, the transaction will need to be routed for GM authorization. Attach a copy of the GR8 test printout to the warranty transaction to ensure timely payment. This change came about as...
Signatures - 10/23/2018
Every warranty job card must have a customer signature prior to any repairs being performed. When it is not possible to obtain any form of acceptable customer authorization, service management must state the reason and sign on the authorization line on...
Re: SPECIAL POLICY WITH 50/50 AND GMPP - 09/24/2013
... split on this special policy. Looks like it took effect on July 18th, so you should reimburse the customer for their portion. There is a reimbursement labor op in the revised Special Policy Bulletin specifically for reimbursing customers who have paid...
May 2023 Recall Update - 04/25/2023
Customer Satisfaction Recall N222371150-03 Heated Steering Wheel Retrofit: The recall bulletin has been revised to include detail on the required T50 impact Torx bit. One tool may be claimed per dealership. The recall affects certain 2022-23 Buick Encore ...
Rental Vehicle Damage - 12/29/2020
GM recently published a report of Best Practices when dealing with a customer that damaged your rental vehicle and subsequently, their insurance company. Obviously, the situation can be contentious and if full disclosure wasn’t discussed at the...
Forum - 06/28/2019
We have customer with 2015 Silverado with 5.3 with AFM. Customer has had issues with misfires as of late. It was very hard to duplicate this concern. Was test driven several times and would not duplicate. Customer had called in again and said that the...
Forum - 05/14/2018
... rotation service. The reimbursement rate is based on the Smart Care product that was sold to the customer. Smart Care 2 - labor operation 0600863 reimburses $50 for those services....
February 2016 Recall Update - 02/02/2016
Customer Satisfaction Program 13426A: Tail Lamp Gasket Seal: The recall bulletin has been revised to update the service procedure and warranty transaction information. The bulletin includes instructions for water damage caused to the trunk interior trim ...
Limited Lifetime Parts Warranty Service Offer - 01/24/2013
GM has announced the $25 off, $250 Customer Pay Service Offer for New LLPW Parts. The offer may be used toward $250 or more of customer paid service at a Chevrolet, Buick, GMC and Cadillac dealerships, for a repair or service recommended or required by...
May 2013 Recall Update - 05/14/2013
... part. Upcoming Safety Recall 13030: Supplemental Restraint System Electronic Control Module: Customer letters have been sent advising owners of certain 2003-2004 Pontiac Vibe vehicles that the ECM for the SRS in these vehicles could have been manufactured...
Revised - $5 Dexos Credit - 01/19/2012
... dexos 1 synthetic blend oil for all 2011 and newer vehicles that come into the dealership for a customer pay lube, oil, filter service through December 31, 2012. Excluded from the program are 2011 and newer Cadillac vehicles with Cadillac Premium Care...
Recall Completion - 07/28/2016
... made with no recourse for resubmission. GM takes recall completion very seriously. If your customer is unaware of the fact there is an open recall on their vehicle, the service advisor must take the time to explain what the recall is for. Customers...
Forum - 09/10/2019
Just the PET agreed upon amount is entered in the Reimbursement/Net Item field.
... Courtesy Transportation Options • Shuttle Service - Providing a shuttle service for customers is the preferred transportation alternative and should be considered anytime a warranty service appointment is scheduled or an eligible vehicle is...
October 2016 Recall Update - 09/27/2016
... the proper sealing of the replacement valve cover gasket. The updated bulletin also includes the customer letter. The recall affects certain 1997-2003 Buick Regal GS and Pontiac Grand Prix GTP vehicles equipped with a 3.8L V6 Supercharged Engine. Safety...
Empowerment - 11/25/2014
Empowerment: The Dealer Empowerment Labor Operations and Customer Enthusiasm Bulletin, 11-00-89-005H, was updated in early November. The revision now contains the 2015 model year and provides two new Goodwill Tools. The effective date for the revised...
Business Choice Maintenance Plan - 02/26/2013
... operations of their business and not solely for transportation purposes. Proof that the customer is a business owner is required. Beginning January 3, 2013, all eligible Business Choice customers who purchase their vehicle on or after this...
Qualifying for a Rental Vehicle - 02/07/2012
... public transportation reimbursement, and shuttle to and/or from home, work, or wherever the customer needs to be.Some powertrain repairs require that the vehicle be in the dealership overnight, as the repairs are extensive enough that they cannot be...
Parts Expedite Revisions - 04/27/2011
... expediting program was developed several years ago to accomplish one goal: To reduce the need for customers having to return to the dealership to have an ordered part replaced. It has been well proven that customer satisfaction will increase when your...
Recall Completion - 06/30/2011
... had been open for several months. The GM representative's comments on the reject were to get the customer in to the dealership to complete the open recall then resubmit.In the case of this particular VIN, the open recall was for the removal of the heated...
No Problem Found Claims Handling - 06/30/2011
No Problem Found (NPF) or Customer Concern Not Duplicated (CCND), situations present a unique challenge for dealers. For starters, they may leave the customer unsatisfied. Unresolved customer concerns reflect poorly on the dealership because it compromises...
Completing the Repair - 04/12/2011
... the department may not perform to an acceptable level leaving room for error or for unsatisfied customers.The entire service visit must run smoothly and effectively to ensure customer satisfaction with the quality of service they have received. Anything...
Filing and Supporting Documentation - 01/21/2015
... forms, if applicableMidtronics battery warranty code and test resultsAlternative customer signature documentCourtesy transportation rental agreements and receipts for taxi, bus, fuel, etc.Invoices for non-GM parts purchasesInvoices for outside GM parts...
Parts and Accessories Warranty Coverage - 07/03/2013
... warranty eligibility, which means they must have access to the original job card given to the customer after the repair is made. If the customer cannot find their original job card invoice, verification may be made through the service agent's DMS system....
Reducing Comebacks - 11/29/2016
For many customers, bringing their vehicle into your dealership for service is an inconvenience. It’s an even greater inconvenience if they have to bring it back a second time for the same concern. There is a bulletin, 01-00-89-010, that provides...
New Battery Transaction Requirements - 04/28/2016
If you replace a battery on your customer's 2016 or 2017 vehicle, the transaction will need to be routed for GM authorization. Attach a copy of the GR8 test printout to the warranty transaction to ensure timely payment. This change came about as...
Signatures - 10/23/2018
Every warranty job card must have a customer signature prior to any repairs being performed. When it is not possible to obtain any form of acceptable customer authorization, service management must state the reason and sign on the authorization line on...
Re: SPECIAL POLICY WITH 50/50 AND GMPP - 09/24/2013
... split on this special policy. Looks like it took effect on July 18th, so you should reimburse the customer for their portion. There is a reimbursement labor op in the revised Special Policy Bulletin specifically for reimbursing customers who have paid...
May 2023 Recall Update - 04/25/2023
Customer Satisfaction Recall N222371150-03 Heated Steering Wheel Retrofit: The recall bulletin has been revised to include detail on the required T50 impact Torx bit. One tool may be claimed per dealership. The recall affects certain 2022-23 Buick Encore ...
Rental Vehicle Damage - 12/29/2020
GM recently published a report of Best Practices when dealing with a customer that damaged your rental vehicle and subsequently, their insurance company. Obviously, the situation can be contentious and if full disclosure wasn’t discussed at the...
Forum - 06/28/2019
We have customer with 2015 Silverado with 5.3 with AFM. Customer has had issues with misfires as of late. It was very hard to duplicate this concern. Was test driven several times and would not duplicate. Customer had called in again and said that the...
Forum - 05/14/2018
... rotation service. The reimbursement rate is based on the Smart Care product that was sold to the customer. Smart Care 2 - labor operation 0600863 reimburses $50 for those services....
February 2016 Recall Update - 02/02/2016
Customer Satisfaction Program 13426A: Tail Lamp Gasket Seal: The recall bulletin has been revised to update the service procedure and warranty transaction information. The bulletin includes instructions for water damage caused to the trunk interior trim ...
Limited Lifetime Parts Warranty Service Offer - 01/24/2013
GM has announced the $25 off, $250 Customer Pay Service Offer for New LLPW Parts. The offer may be used toward $250 or more of customer paid service at a Chevrolet, Buick, GMC and Cadillac dealerships, for a repair or service recommended or required by...
May 2013 Recall Update - 05/14/2013
... part. Upcoming Safety Recall 13030: Supplemental Restraint System Electronic Control Module: Customer letters have been sent advising owners of certain 2003-2004 Pontiac Vibe vehicles that the ECM for the SRS in these vehicles could have been manufactured...
Revised - $5 Dexos Credit - 01/19/2012
... dexos 1 synthetic blend oil for all 2011 and newer vehicles that come into the dealership for a customer pay lube, oil, filter service through December 31, 2012. Excluded from the program are 2011 and newer Cadillac vehicles with Cadillac Premium Care...
Recall Completion - 07/28/2016
... made with no recourse for resubmission. GM takes recall completion very seriously. If your customer is unaware of the fact there is an open recall on their vehicle, the service advisor must take the time to explain what the recall is for. Customers...
Forum - 09/10/2019
Just the PET agreed upon amount is entered in the Reimbursement/Net Item field.
Forum - 05/25/2022
That is correct, the reimbursement currently is $294.00
OnTRAC Renew & Switch - 05/29/2020
... Renew feature was created to assist dealers with managing loans coming up on 30 days, where the customer remains in the same CTP unit. When using this feature, it will be the same customer, same vehicle, but with a newly created rental agreement. Here...
Corvette and Camaro Maintenance - 07/30/2019
The Chevrolet Complete Care Maintenance Program has increased the reimbursement ceiling for the 2019 model year Corvette and Camaro. The change is due to the change in Mobil 1 ESP formula oil. Maintenance on 2019MY Corvette vehicles with engine RPO LT1,...
Roadside Assistance Program - 02/27/2024
... when purchasing a new GM vehicle. Among other things, Roadside provides towing at no cost to the customer when needed. GM contracts with participating tow companies to provide this service. The process begins when the customer contacts Roadside, available...
U Courtesy Cadillac rental program - 02/13/2024
GM reimbursement guidelines Format: Article
Forum - 03/23/2017
Yes, and then they told the customer to see the dealer where they bought the truck an we would get them there reimbursement.
NOT A PARTS WARRANTY - 10/23/2017
I need help. We have a vehicle in which the customer had rear brake drums installed on the vehicle. They went on vacation and during their trip they had a thumping noise. They took their vehicle to another GM dealer and they refinished the rear drums...
Forum - 03/05/2018
Do the reimbursement first. If you submit for recall first, you will have to H-Route the reimbursement.
Forum - 03/20/2018
Ours are not titled shop copy or tech copy...we have Work Order and Customer Copy. Is it ok to have the customer's date, time, and customer approved only printed on the Customer Copy? Or, when the Writer adds the line, should he/she reprint...
GM Transportation Damage Codes Help Card - 03/26/2018
Accurately document transportation damage or discrepancies to ensure reimbursement.Download Card
BATTERY PRICING - 07/13/2009
ARE WE STILL USING THE ACDELCO BATTERY WARRANTY REIMBURSEMENT PRICE LIST FROM 10/1/2008 ???
DID EVERYONE SEE ???? NEW PRICING - 02/18/2010
New Battery Warranty Reimbursement Prices effective Feb 1, 2010 are on EPIC.
Forum - 09/19/2007
Thanks for the bulletin tool reimbursement tip Popeye!
Forum - 09/19/2007
We do it according to the customer concern.If they are complaining about a brake pulsation and the rotors are warped and pitted we will turn the rotors under warranty and replace the pads at the customers expense if they want.If the customer wears them...
What Would You Do - 02/15 - 01/21/2015
... ignition switch and replace ignition lock cylinder and ignition key. During the conversation the customer stated that he did not feel safe driving the vehicle and would therefore like the vehicle towed to the dealership for repair. The service manager...
Re: CUST BROKE DOWN - 01/17/2012
... op to use put the whole amount in net and h route to him for auth..make sure you have all the customers receipts for what they want reimbursement for...hope this helps you......
Add On Repair Approvals - 07/27/2022
Any warranty or policy concern that is not expressed orally or in writing by the customer at the initial write-up is considered an add on repair. Most add on repairs are found by technicians. If a technician finds a defect on a vehicle, that is still...
June 2020 Recall Update - 05/28/2020
... Three vehicles are included in the recall population that requires issuing the customer a reimbursement check. The recall is in effect until May 31, 2022. Emissions Recall N202298790 Unable to Set DTC with Air-Fuel Imbalance: A total of 76 vehicles...
Forum - 01/17/2020
... look for owner information to match what is on the original invoice (don't have many non-regular customers looking for reimbursement) Once you have all that you just get a check from accounting and follow the instructions to submit. Be sure you get...
Forum - 11/29/2018
The comments on the (new) job card for the reimbursement should reflect the current event: customer's frustration that the pump failed and they had to pay for it on job card ** at ** miles, contact with CAC, case number, and what is being done...
Open Recalls - 09/27/2016
... it is still extremely important to GM that recalls are completed both for safety reasons and customer satisfaction. Dealers that received debits as a result of this policy were unable to recoup the PDI reimbursement. Every dealership must have...
Concern Not Duplicated - 09/25/2018
Customer concern not duplicated, or to some, no problem found, describes a situation where a technician has made an attempt to diagnose and repair a customer’s concern, but in the end, no defect could be found. There are a series of labor operations, ...
Authorization to Perform Repairs - 04/23/2018
Every warranty job card must have a customer signature prior to any repairs being performed. The job card must also include a statement that contains the phrase “Authorization to Repair” with the customer signature line. If the customer is...
July 2014 Recall Update - 07/01/2014
Safety Recall 14030B: Side Impact Airbag Connector-Revised: The bulletin has been revised to include a copy of the customer letter. The recall applies to some 2009 and all 2010-2013 Chevrolet Traverse vehicles, and some 2008-2009 and all 2010 Saturn Outlook...
April 2014 Recall Update - 04/03/2014
Customer Satisfaction Program 09132E: Power Steering Hose Leak: The recall program has been updated to reflect an extended expiration date of February 28, 2015. Vehicles involved include certain 2006 Chevrolet Impala, Monte Carlo (V6 & V8 engine), ...
That is correct, the reimbursement currently is $294.00
OnTRAC Renew & Switch - 05/29/2020
... Renew feature was created to assist dealers with managing loans coming up on 30 days, where the customer remains in the same CTP unit. When using this feature, it will be the same customer, same vehicle, but with a newly created rental agreement. Here...
Corvette and Camaro Maintenance - 07/30/2019
The Chevrolet Complete Care Maintenance Program has increased the reimbursement ceiling for the 2019 model year Corvette and Camaro. The change is due to the change in Mobil 1 ESP formula oil. Maintenance on 2019MY Corvette vehicles with engine RPO LT1,...
Roadside Assistance Program - 02/27/2024
... when purchasing a new GM vehicle. Among other things, Roadside provides towing at no cost to the customer when needed. GM contracts with participating tow companies to provide this service. The process begins when the customer contacts Roadside, available...
U Courtesy Cadillac rental program - 02/13/2024
GM reimbursement guidelines Format: Article
Forum - 03/23/2017
Yes, and then they told the customer to see the dealer where they bought the truck an we would get them there reimbursement.
NOT A PARTS WARRANTY - 10/23/2017
I need help. We have a vehicle in which the customer had rear brake drums installed on the vehicle. They went on vacation and during their trip they had a thumping noise. They took their vehicle to another GM dealer and they refinished the rear drums...
Forum - 03/05/2018
Do the reimbursement first. If you submit for recall first, you will have to H-Route the reimbursement.
Forum - 03/20/2018
Ours are not titled shop copy or tech copy...we have Work Order and Customer Copy. Is it ok to have the customer's date, time, and customer approved only printed on the Customer Copy? Or, when the Writer adds the line, should he/she reprint...
GM Transportation Damage Codes Help Card - 03/26/2018
Accurately document transportation damage or discrepancies to ensure reimbursement.Download Card
BATTERY PRICING - 07/13/2009
ARE WE STILL USING THE ACDELCO BATTERY WARRANTY REIMBURSEMENT PRICE LIST FROM 10/1/2008 ???
DID EVERYONE SEE ???? NEW PRICING - 02/18/2010
New Battery Warranty Reimbursement Prices effective Feb 1, 2010 are on EPIC.
Forum - 09/19/2007
Thanks for the bulletin tool reimbursement tip Popeye!
Forum - 09/19/2007
We do it according to the customer concern.If they are complaining about a brake pulsation and the rotors are warped and pitted we will turn the rotors under warranty and replace the pads at the customers expense if they want.If the customer wears them...
What Would You Do - 02/15 - 01/21/2015
... ignition switch and replace ignition lock cylinder and ignition key. During the conversation the customer stated that he did not feel safe driving the vehicle and would therefore like the vehicle towed to the dealership for repair. The service manager...
Re: CUST BROKE DOWN - 01/17/2012
... op to use put the whole amount in net and h route to him for auth..make sure you have all the customers receipts for what they want reimbursement for...hope this helps you......
Add On Repair Approvals - 07/27/2022
Any warranty or policy concern that is not expressed orally or in writing by the customer at the initial write-up is considered an add on repair. Most add on repairs are found by technicians. If a technician finds a defect on a vehicle, that is still...
June 2020 Recall Update - 05/28/2020
... Three vehicles are included in the recall population that requires issuing the customer a reimbursement check. The recall is in effect until May 31, 2022. Emissions Recall N202298790 Unable to Set DTC with Air-Fuel Imbalance: A total of 76 vehicles...
Forum - 01/17/2020
... look for owner information to match what is on the original invoice (don't have many non-regular customers looking for reimbursement) Once you have all that you just get a check from accounting and follow the instructions to submit. Be sure you get...
Forum - 11/29/2018
The comments on the (new) job card for the reimbursement should reflect the current event: customer's frustration that the pump failed and they had to pay for it on job card ** at ** miles, contact with CAC, case number, and what is being done...
Open Recalls - 09/27/2016
... it is still extremely important to GM that recalls are completed both for safety reasons and customer satisfaction. Dealers that received debits as a result of this policy were unable to recoup the PDI reimbursement. Every dealership must have...
Concern Not Duplicated - 09/25/2018
Customer concern not duplicated, or to some, no problem found, describes a situation where a technician has made an attempt to diagnose and repair a customer’s concern, but in the end, no defect could be found. There are a series of labor operations, ...
Authorization to Perform Repairs - 04/23/2018
Every warranty job card must have a customer signature prior to any repairs being performed. The job card must also include a statement that contains the phrase “Authorization to Repair” with the customer signature line. If the customer is...
July 2014 Recall Update - 07/01/2014
Safety Recall 14030B: Side Impact Airbag Connector-Revised: The bulletin has been revised to include a copy of the customer letter. The recall applies to some 2009 and all 2010-2013 Chevrolet Traverse vehicles, and some 2008-2009 and all 2010 Saturn Outlook...
April 2014 Recall Update - 04/03/2014
Customer Satisfaction Program 09132E: Power Steering Hose Leak: The recall program has been updated to reflect an extended expiration date of February 28, 2015. Vehicles involved include certain 2006 Chevrolet Impala, Monte Carlo (V6 & V8 engine), ...
Warranty Parts Expediting - 08/05/2014
... the costs involved in obtaining needed warranty parts. The intent of this program is to improve customer satisfaction and reduce comebacks by repairing the concern at the initial service visit. The program allows for two options; to purchase a part from...
Audits Suspended - 09/09/2014
GM has recognized the increased amount of customer contact many dealerships are facing, brought on by the significant increase in recalls. Dealership personnel are dealing with increased service drive traffic and an increase in phone calls. Everyone's...
Reject of the Month - 03/26/2015
... number of recall claims on a daily basis. During this time dealerships were working with customers and vehicles that may have never been in the store for service. Many times the customer was solely in the dealership for the completion of a recall. As...
Going With the Flow Chart - 03/08/2012
... adjust your routine accordingly. Service AdvisorTechnicianWarranty AdministratorGreet the customer.Understand and verify the customer's concern and diagnose the cause of failure through Strategy Based Diagnostics (DTC, SI, PI, Bulletins, etc.)....
September 2012 Recall Update - 08/30/2012
... necessary vehicle information from being accessed during an emission test. In the event that a customer requests reimbursement, the dealer must still perform the service procedure listed within the recall bulletin. The use of the reimbursement labour...
Watch those recalls - 11/18/2010
... this information can have a significant impact on service in three distinct ways. First, your customer will be better served and kept safe. Next, you'll communicate clearly to your customer that their safety is your top priority. This will improve the...
Certified Elite Program - 06/08/2011
... following are the expectations GM has established to be a part of this select program:New Vehicle Customer Retention - To hit this target, your new vehicle customer retention must be at 36% or greater. When you create a service department that your customers'...
From the Desk of a Service Manager - 01/06/2010
... inspections as part of your everyday service routine not only creates opportunities for increased customer pay, but it may also increase the number of warranty added (add-on) operations. As a result of these added warranty conditions...
From the Desk of a Service Manager - 05/12/2010
... that directly affect the dealership team. First and foremost in the service manager's mind is customer satisfaction and retention with reducing business expenses a close second. While successfully running the department the manager is still working to...
Policy Update - 03/11/2013
Customer Satisfaction Program 12293 was recently announced for certain 2013 Cadillac ATS, CTS, and XTS vehicles. Customers are being asked to visit their selling dealer to have their CUE system updated. In order to expedite the repair process, GM ...
Free Agent Audit: - 08/09/2012
... Offer Program. The private service offer was for select Saturn, Pontiac, Hummer and retained brand customers whose dealership had closed. The service provided up to four oil changes, tire rotations and 27-point inspection over the course of a year. The...
Ignition Switch Recalls - 10/02/2015
... card offer. To complete the gift card offer warranty claim process complete the repair of the customer's vehicle, then submit the claim for reimbursement via GWM using the appropriate recall labor operation. No further dealer action is required...
2014 Certified Service Retail Plan - 02/27/2014
... Service Retail Plan in the months of September and October, 2013, are seeing increases in their customer pay business, service lane revenue, as well as improved customer retention. The 2014 Program offers the following motivations for customers...
Disclosure of non-GM parts & non-GM Service Contracts - 07/03/2013
... sources, a comparable non-GM part may be used. Use of a non-GM part must be approved by the customer for a warranty repair. The circumstances surrounding the use of a non-GM part must be clearly documented on the job card and the customer must receive...
October 2018 Recall Update - 09/25/2018
... regarding a loss of assist or other electrical issues with reference to bulletin 18-NA-161. Customer Satisfaction Recall 17297-03: High Voltage Battery Pack Low Cell: The service procedure within the bulletin has been revised to reflect the different...
Policy Repair Guidelines - 01/23/2017
... than 150,000 miles. With this empowerment, policy can be offered to Cadillac and Buick customers up to two years beyond the expiration of their bumper-to-bumper warranty; Chevrolet and GMC customers up to three years. Cadillac and Buick powertrain...
Authorization to Perform Repairs - 08/30/2021
Warranty job cards, including policy repairs, must be authorized by your customer. This authorization happens when the customer signs the job card. The customer’s signature MUST be obtained prior to any work being performed on the vehicle. A signature...
Required Job Card Information - 12/29/2020
... attached to the job card to support the requirement. P&P Article 6.2.1 states that “all customer and vehicle information is to be completed accurately at the time of job card write-up”. A hand-written in-service date noted on the job...
CAM-03 Form - 08/29/2023
Your customers have the right to refuse to have a recall completed on their vehicle. Most don’t, but if you do run into this situation, you will need to fill out the Field Action Status Change Form CAM-03 found in GlobalConnect in the Service Forms...
Re: 50/50 SPLIT - 10/28/2011
... service contract (where the cust pays 1/2 there deduct) come in to play [/quote] I have had ONE customer request reimbursement who had a service contract (non GMPP). Her deductible was $100. She got $50 back. ...
Forum - 03/14/2017
... submission. DMA/DMC must be notified by the fourth day of rental via the Portal.•Cadillac customers may be reimbursed for fuel. ...
Maintenance Programs - 02/13/2024
The General Motors complimentary maintenance plans are intended to help your dealership create customer loyalty. When a customer brings their GM vehicle back to their selling dealership for their maintenance needs it substantially increases the chance...
Re: Follow Up Phone Calls - 04/14/2008
I CAN'T SAY FOR SURE IF SPRING SPECIAL CUSTOMERS WILL GET A SURVEY, BUT THE ASSUMPTION IS ALL WARRANTY CUSTOMERS WILL. FOLLOW UP CALLS ARE DONE HERE-BOTH WARRANTY AND CUSTOMER PAY FOLLOW UP CALLING. GENERALLY, MOST CUSTOMER PAY CALLS ARE DONE FOR THOSE...
What Would You Do? 06/08 - 06/24/2008
A customer brings their 2007 Dodge Ram to the service department with a transmission concern. The vehicle's in-service date is 12-7-2005 and current mileage is 41,586. The vehicle is dispatched to the transmission technician and a diagnosis is performed....
Claiming Courtesy Transportation - 10/25/2023
Courtesy transportation is important to dealership customers as this may be their only means of transportation while their vehicle is in your shop. GM offers the following four options: Rental Vehicles, Shuttles, Fuel Reimbursement, & Public Transportation. While...
... the costs involved in obtaining needed warranty parts. The intent of this program is to improve customer satisfaction and reduce comebacks by repairing the concern at the initial service visit. The program allows for two options; to purchase a part from...
Audits Suspended - 09/09/2014
GM has recognized the increased amount of customer contact many dealerships are facing, brought on by the significant increase in recalls. Dealership personnel are dealing with increased service drive traffic and an increase in phone calls. Everyone's...
Reject of the Month - 03/26/2015
... number of recall claims on a daily basis. During this time dealerships were working with customers and vehicles that may have never been in the store for service. Many times the customer was solely in the dealership for the completion of a recall. As...
Going With the Flow Chart - 03/08/2012
... adjust your routine accordingly. Service AdvisorTechnicianWarranty AdministratorGreet the customer.Understand and verify the customer's concern and diagnose the cause of failure through Strategy Based Diagnostics (DTC, SI, PI, Bulletins, etc.)....
September 2012 Recall Update - 08/30/2012
... necessary vehicle information from being accessed during an emission test. In the event that a customer requests reimbursement, the dealer must still perform the service procedure listed within the recall bulletin. The use of the reimbursement labour...
Watch those recalls - 11/18/2010
... this information can have a significant impact on service in three distinct ways. First, your customer will be better served and kept safe. Next, you'll communicate clearly to your customer that their safety is your top priority. This will improve the...
Certified Elite Program - 06/08/2011
... following are the expectations GM has established to be a part of this select program:New Vehicle Customer Retention - To hit this target, your new vehicle customer retention must be at 36% or greater. When you create a service department that your customers'...
From the Desk of a Service Manager - 01/06/2010
... inspections as part of your everyday service routine not only creates opportunities for increased customer pay, but it may also increase the number of warranty added (add-on) operations. As a result of these added warranty conditions...
From the Desk of a Service Manager - 05/12/2010
... that directly affect the dealership team. First and foremost in the service manager's mind is customer satisfaction and retention with reducing business expenses a close second. While successfully running the department the manager is still working to...
Policy Update - 03/11/2013
Customer Satisfaction Program 12293 was recently announced for certain 2013 Cadillac ATS, CTS, and XTS vehicles. Customers are being asked to visit their selling dealer to have their CUE system updated. In order to expedite the repair process, GM ...
Free Agent Audit: - 08/09/2012
... Offer Program. The private service offer was for select Saturn, Pontiac, Hummer and retained brand customers whose dealership had closed. The service provided up to four oil changes, tire rotations and 27-point inspection over the course of a year. The...
Ignition Switch Recalls - 10/02/2015
... card offer. To complete the gift card offer warranty claim process complete the repair of the customer's vehicle, then submit the claim for reimbursement via GWM using the appropriate recall labor operation. No further dealer action is required...
2014 Certified Service Retail Plan - 02/27/2014
... Service Retail Plan in the months of September and October, 2013, are seeing increases in their customer pay business, service lane revenue, as well as improved customer retention. The 2014 Program offers the following motivations for customers...
Disclosure of non-GM parts & non-GM Service Contracts - 07/03/2013
... sources, a comparable non-GM part may be used. Use of a non-GM part must be approved by the customer for a warranty repair. The circumstances surrounding the use of a non-GM part must be clearly documented on the job card and the customer must receive...
October 2018 Recall Update - 09/25/2018
... regarding a loss of assist or other electrical issues with reference to bulletin 18-NA-161. Customer Satisfaction Recall 17297-03: High Voltage Battery Pack Low Cell: The service procedure within the bulletin has been revised to reflect the different...
Policy Repair Guidelines - 01/23/2017
... than 150,000 miles. With this empowerment, policy can be offered to Cadillac and Buick customers up to two years beyond the expiration of their bumper-to-bumper warranty; Chevrolet and GMC customers up to three years. Cadillac and Buick powertrain...
Authorization to Perform Repairs - 08/30/2021
Warranty job cards, including policy repairs, must be authorized by your customer. This authorization happens when the customer signs the job card. The customer’s signature MUST be obtained prior to any work being performed on the vehicle. A signature...
Required Job Card Information - 12/29/2020
... attached to the job card to support the requirement. P&P Article 6.2.1 states that “all customer and vehicle information is to be completed accurately at the time of job card write-up”. A hand-written in-service date noted on the job...
CAM-03 Form - 08/29/2023
Your customers have the right to refuse to have a recall completed on their vehicle. Most don’t, but if you do run into this situation, you will need to fill out the Field Action Status Change Form CAM-03 found in GlobalConnect in the Service Forms...
Re: 50/50 SPLIT - 10/28/2011
... service contract (where the cust pays 1/2 there deduct) come in to play [/quote] I have had ONE customer request reimbursement who had a service contract (non GMPP). Her deductible was $100. She got $50 back. ...
Forum - 03/14/2017
... submission. DMA/DMC must be notified by the fourth day of rental via the Portal.•Cadillac customers may be reimbursed for fuel. ...
Maintenance Programs - 02/13/2024
The General Motors complimentary maintenance plans are intended to help your dealership create customer loyalty. When a customer brings their GM vehicle back to their selling dealership for their maintenance needs it substantially increases the chance...
Re: Follow Up Phone Calls - 04/14/2008
I CAN'T SAY FOR SURE IF SPRING SPECIAL CUSTOMERS WILL GET A SURVEY, BUT THE ASSUMPTION IS ALL WARRANTY CUSTOMERS WILL. FOLLOW UP CALLS ARE DONE HERE-BOTH WARRANTY AND CUSTOMER PAY FOLLOW UP CALLING. GENERALLY, MOST CUSTOMER PAY CALLS ARE DONE FOR THOSE...
What Would You Do? 06/08 - 06/24/2008
A customer brings their 2007 Dodge Ram to the service department with a transmission concern. The vehicle's in-service date is 12-7-2005 and current mileage is 41,586. The vehicle is dispatched to the transmission technician and a diagnosis is performed....
Claiming Courtesy Transportation - 10/25/2023
Courtesy transportation is important to dealership customers as this may be their only means of transportation while their vehicle is in your shop. GM offers the following four options: Rental Vehicles, Shuttles, Fuel Reimbursement, & Public Transportation. While...
September 2023 Recall Update - 08/29/2023
... to offer the vehicle to be sent back to have the upfit installed or provide the customer with a reimbursement check for the missing accessories. Depending on the VIN, reimbursement ranges from $207 to $357. The recall affects certain 2022-23 Chevrolet...
March 2023 Recall Update - 02/28/2023
... SOC” sections. The changes are intended to bring this dealer bulletin current to existing customer facing State of Charge (SOC) guidance. The revision includes the requirement of documenting the SOC prior to repair in the Reference Number field...
Comeback Prevention - 04/29/2020
... purpose of this bulletin is to provide a single point reference and strategy to aid in reducing customer comebacks and the possibility of buyback situations. This 24 page bulletin is large and the intent of this article is to simply highlight a few of...
Required Job Card Information - 01/03/2020
... reviewing, printing, and attaching to the job card. P&P Article 3.2.2 states that “all customer and vehicle information is to be completed accurately at the time of job card write-up”. Hand writing the in-service date on the job card...
Comeback Prevention - 04/29/2020
... purpose of this bulletin is to provide a single point reference and strategy to aid in reducing customer comebacks and the possibility of buyback situations. This 24 page bulletin is large and the intent of this article is to simply highlight a few of...
January 2016 Recall Update - 01/11/2016
Customer Satisfaction Program 09184C: Material Over SDM Retaining Moisture: The recall bulletin has been updated to clarify step 5 of the service procedure. The recall affects certain 2007-2009 Chevrolet Silverado and GMC Sierra vehicles that are currently ...
2013 Chevrolet Silverado 1500 Maintenance Program - 04/12/2013
... of the vehicle. There is a maximum of 4 service events within the 2 year/24,000 mile plan. A customer who purchased or leased a 2013 Silverado 1500 from a participating agent will need to sign a customer acknowledgement form and a copy is to be...
Buick & GMC Anniversary Service Offer - 09/19/2011
GM recently announced a new customer retention service offer to those owners that have not had their vehicle in for service for 12 months or more. The offer will include a LOF, rotation, and 27-Point inspection. As always ACDelco oil/filter products must...
Where Are The Floor Mats? - 10/14/2011
... be several weeks before the supplier is able to resume full production.GM will send a letter to customers who have already taken delivery of one of the affected vehicles, explaining the situation and when the floor mats are available. The letter will...
Special Coverage 10054D - 10/14/2011
... at the end of the summer and is unique in that GM is only covering half of the repair. The customer is responsible for the other half of the repair charges, at warranty rates. Customers with an extended warranty service contract do not have to pay for...
Tire Pre-Repair Authorization - 08/30/2012
... question was recently raised that was not addressed in the bulletin or in P&P. A dealer made a customer enthusiasm decision for a customer and their 2012 GMC Sierra with 4,000 miles. The customer had a non-repairable hole in their tire, requiring...
GMPP Rental Vehicle Claims - 08/09/2012
There are detailed policies in place for GMPP rental vehicle claims. As always, confirm the customer's rental eligibility and coverage limits through IVH or GMPP Cares Online. Coverage limits vary the contract year and type. Dealers must comply with the...
Dealer Installed Accessories - 06/06/2012
A customer with a 2012 Chevrolet Silverado ordered several accessories for their new truck at their Chevrolet dealership. The customer eagerly awaited their arrival so they could be installed on his vehicle. The customer was very pleased when the...
September 2016 Recall Update - 08/23/2016
... to certain 2013 Cadillac ATS and Chevrolet Malibu vehicles equipped with a 2.0L turbo/2.5L engine. Customer Satisfaction Program 15827: Emergency Vehicle Reduced Power: There are approximately 430 vehicles involved in the recall, that despite prior service,...
Should a Second Owner Receive a Policy Repair? - 09/04/2013
... owners. If the vehicle was sold at the repairing dealership, this will be easy to confirm. If the customer bought the vehicle elsewhere, the customer must provide proof of the purchase. Carfax reports are a great tool to determine how many times the...
March 2014 Recall Update - 02/27/2014
Upcoming Safety Recall 13420 & 13421: Update Customer Letter Mailing: In early December, 2013, dealers were advised of upcoming recall 13420. The recall involves certain 2012-2013 model year Chevrolet Silverado and GMC Sierra Chassis Cab vehicles...
Full Disclosure - 02/27/2014
... to the sale, or installs an accessory or part not supplied by GM, it must be disclosed to the customer. This disclosure must be documented on the customer's sales agreement, including the statement that the modification is not warranted by GM. Additionally,...
The Empowerment Portal - 01/11/2016
... tools include the Service Manager, and Parts & Service Director. Service Advisor and Customer Relations Managers have limited access, Policy Calculator and Reference Material, to the Dealer Aftersales Empowerment tools. To determine which tools you...
Concern Not Duplicated Labor Operations - 12/01/2015
As expected, when a technician spends time attempting to diagnose what a customer feels is a problem with their vehicle but in the end they can't duplicate that concern, they still want to be paid. GM has 42 labor operations published in the Labor Time...
Authorization to Perform Repairs - 12/01/2015
Authorization by the customer to perform warranty or policy repairs must be obtained at the time of write-up and prior to any repairs being performed. The "Authorization to Perform Repairs" statement must be included on every job card. The following...
Older and Non-GM Rental Vehicles - 09/09/2014
... they were waiving the requirement for current model year, or one year prior, vehicles be given to customers as rental vehicles. Administrative Message, G_0000190527, also contains a statement that a non-GM vehicle may be used for a rental if a GM vehicle...
Reject of the Month - 10/03/2014
... discussed the situation with the service manager and due to the vehicle's low miles and the customer's relationship with the dealership, a policy decision was offered. The manager accessed the Empowerment Portal in Global and determined the amount the...
January 2015 Recall Update - 12/19/2014
Customer Satisfaction 09184B: The recall has been revised to include all vehicles currently or previously registered in Alaska. The bulletin also contains an update to the Condition statement and to the Service Procedure.Safety Recall 13146: Low Beam ...
September 2021 Recall Update - 08/30/2021
... Acadia, 2020-21 Chevrolet Silverado 1500 and GMC Sierra 1500 vehicles are included in the program. Customer Satisfaction Recall N212326940-01 Engine Oil Cooler Lines Detaching from Crimp: The recall update addresses the labor time in the warranty section...
New Year, New Compliance Initiative - 01/05/2023
... often overlooked, not completed in full, or simply provide inaccurate information. “Missing Customer Authorization” is a commonly missed deviation. A customer must provide consent to proceed with repairs, including added repairs after initial...
... to offer the vehicle to be sent back to have the upfit installed or provide the customer with a reimbursement check for the missing accessories. Depending on the VIN, reimbursement ranges from $207 to $357. The recall affects certain 2022-23 Chevrolet...
March 2023 Recall Update - 02/28/2023
... SOC” sections. The changes are intended to bring this dealer bulletin current to existing customer facing State of Charge (SOC) guidance. The revision includes the requirement of documenting the SOC prior to repair in the Reference Number field...
Comeback Prevention - 04/29/2020
... purpose of this bulletin is to provide a single point reference and strategy to aid in reducing customer comebacks and the possibility of buyback situations. This 24 page bulletin is large and the intent of this article is to simply highlight a few of...
Required Job Card Information - 01/03/2020
... reviewing, printing, and attaching to the job card. P&P Article 3.2.2 states that “all customer and vehicle information is to be completed accurately at the time of job card write-up”. Hand writing the in-service date on the job card...
Comeback Prevention - 04/29/2020
... purpose of this bulletin is to provide a single point reference and strategy to aid in reducing customer comebacks and the possibility of buyback situations. This 24 page bulletin is large and the intent of this article is to simply highlight a few of...
January 2016 Recall Update - 01/11/2016
Customer Satisfaction Program 09184C: Material Over SDM Retaining Moisture: The recall bulletin has been updated to clarify step 5 of the service procedure. The recall affects certain 2007-2009 Chevrolet Silverado and GMC Sierra vehicles that are currently ...
2013 Chevrolet Silverado 1500 Maintenance Program - 04/12/2013
... of the vehicle. There is a maximum of 4 service events within the 2 year/24,000 mile plan. A customer who purchased or leased a 2013 Silverado 1500 from a participating agent will need to sign a customer acknowledgement form and a copy is to be...
Buick & GMC Anniversary Service Offer - 09/19/2011
GM recently announced a new customer retention service offer to those owners that have not had their vehicle in for service for 12 months or more. The offer will include a LOF, rotation, and 27-Point inspection. As always ACDelco oil/filter products must...
Where Are The Floor Mats? - 10/14/2011
... be several weeks before the supplier is able to resume full production.GM will send a letter to customers who have already taken delivery of one of the affected vehicles, explaining the situation and when the floor mats are available. The letter will...
Special Coverage 10054D - 10/14/2011
... at the end of the summer and is unique in that GM is only covering half of the repair. The customer is responsible for the other half of the repair charges, at warranty rates. Customers with an extended warranty service contract do not have to pay for...
Tire Pre-Repair Authorization - 08/30/2012
... question was recently raised that was not addressed in the bulletin or in P&P. A dealer made a customer enthusiasm decision for a customer and their 2012 GMC Sierra with 4,000 miles. The customer had a non-repairable hole in their tire, requiring...
GMPP Rental Vehicle Claims - 08/09/2012
There are detailed policies in place for GMPP rental vehicle claims. As always, confirm the customer's rental eligibility and coverage limits through IVH or GMPP Cares Online. Coverage limits vary the contract year and type. Dealers must comply with the...
Dealer Installed Accessories - 06/06/2012
A customer with a 2012 Chevrolet Silverado ordered several accessories for their new truck at their Chevrolet dealership. The customer eagerly awaited their arrival so they could be installed on his vehicle. The customer was very pleased when the...
September 2016 Recall Update - 08/23/2016
... to certain 2013 Cadillac ATS and Chevrolet Malibu vehicles equipped with a 2.0L turbo/2.5L engine. Customer Satisfaction Program 15827: Emergency Vehicle Reduced Power: There are approximately 430 vehicles involved in the recall, that despite prior service,...
Should a Second Owner Receive a Policy Repair? - 09/04/2013
... owners. If the vehicle was sold at the repairing dealership, this will be easy to confirm. If the customer bought the vehicle elsewhere, the customer must provide proof of the purchase. Carfax reports are a great tool to determine how many times the...
March 2014 Recall Update - 02/27/2014
Upcoming Safety Recall 13420 & 13421: Update Customer Letter Mailing: In early December, 2013, dealers were advised of upcoming recall 13420. The recall involves certain 2012-2013 model year Chevrolet Silverado and GMC Sierra Chassis Cab vehicles...
Full Disclosure - 02/27/2014
... to the sale, or installs an accessory or part not supplied by GM, it must be disclosed to the customer. This disclosure must be documented on the customer's sales agreement, including the statement that the modification is not warranted by GM. Additionally,...
The Empowerment Portal - 01/11/2016
... tools include the Service Manager, and Parts & Service Director. Service Advisor and Customer Relations Managers have limited access, Policy Calculator and Reference Material, to the Dealer Aftersales Empowerment tools. To determine which tools you...
Concern Not Duplicated Labor Operations - 12/01/2015
As expected, when a technician spends time attempting to diagnose what a customer feels is a problem with their vehicle but in the end they can't duplicate that concern, they still want to be paid. GM has 42 labor operations published in the Labor Time...
Authorization to Perform Repairs - 12/01/2015
Authorization by the customer to perform warranty or policy repairs must be obtained at the time of write-up and prior to any repairs being performed. The "Authorization to Perform Repairs" statement must be included on every job card. The following...
Older and Non-GM Rental Vehicles - 09/09/2014
... they were waiving the requirement for current model year, or one year prior, vehicles be given to customers as rental vehicles. Administrative Message, G_0000190527, also contains a statement that a non-GM vehicle may be used for a rental if a GM vehicle...
Reject of the Month - 10/03/2014
... discussed the situation with the service manager and due to the vehicle's low miles and the customer's relationship with the dealership, a policy decision was offered. The manager accessed the Empowerment Portal in Global and determined the amount the...
January 2015 Recall Update - 12/19/2014
Customer Satisfaction 09184B: The recall has been revised to include all vehicles currently or previously registered in Alaska. The bulletin also contains an update to the Condition statement and to the Service Procedure.Safety Recall 13146: Low Beam ...
September 2021 Recall Update - 08/30/2021
... Acadia, 2020-21 Chevrolet Silverado 1500 and GMC Sierra 1500 vehicles are included in the program. Customer Satisfaction Recall N212326940-01 Engine Oil Cooler Lines Detaching from Crimp: The recall update addresses the labor time in the warranty section...
New Year, New Compliance Initiative - 01/05/2023
... often overlooked, not completed in full, or simply provide inaccurate information. “Missing Customer Authorization” is a commonly missed deviation. A customer must provide consent to proceed with repairs, including added repairs after initial...
Job Card Requirements - 10/26/2021
... specific information. The job card open date is automatically generated in the DMS and if the customer bought the vehicle from your dealership, the VIN and customer contact information will be saved as well. Even though this information is saved, service...
Warranty Solicitation Policy - 12/01/2021
... dealers from calling, mailing, distributing materials, advertising, or otherwise communicating to customers for the correction of warranty or Special Coverage conditions where no customer notification has been made by GM. Under the “Warranty Solicitation...
Job Card Write-Up and Final Closeout - 05/23/2023
Service Policies and Procedures Manual Article 6.2.1 states that all customer and vehicle information is to be completed accurately at the time of job card write-up and must include the following: Job card open date indicating when the vehicle...
Forum - 11/15/2018
Thanks for the response susanphi! You are correct! The hometown dealership submitted the reimbursement claim for the expenses incurred while the customer was on vacation.
Concern Not Duplicated - 05/17/2022
Customer concern not duplicated, or to some, no problem found describes a situation where a technician has made an attempt to diagnose and repair a customer's concern, but in the end, no defect could be found. There are a series of labor operations,...
Re: What would you do? - 10/09/2012
[quote] jgustafson: A customer came into the dealership with engine problems (engine hesitates when taking off from stop, when it jerks when at speeds of 30-40 mph and condition is worse when engine is warmed up). Customer had purchased their Chevy Uplander,...
What would you do? - 07/20/2012
A customer came into the dealership with engine problems (engine hesitates when taking off from stop, when it jerks when at speeds of 30-40 mph and condition is worse when engine is warmed up). Customer had purchased their Chevy Uplander, used through...
What Would You Do - 07/14 - 07/01/2014
... the office manager for the dealer group noticed that there were no submissions for floor plan reimbursement. The warranty administrator has been handling claims administration for many years for the store, and the missed reimbursement was simply an...
Re: What would you do? - 07/31/2012
... documented in the story, technically if we are including the labor on the job card, (even if the customer is paying for it), it should have been booked at warranty rates. Regarding marking the parts as customer enthusiasm, if this vehicle is out of...
Authorizations ? - 10/12/2016
Are Customer Enthusiasm repairs and Policy repairs different when it comes to authorizations? Customer Enthusiasm is not listed on the Authorization Matrix, nothing is stated in either P&P or the Global Manual about approvals... but it...
Nov 16-1 Quiz - 10/26/2016
Just to clarify, I have completed the Nov 16-1 quiz and for 2. What is the recommended amount of customer participation for a Customer Enthusiasm repair? The quiz results marked this incorrect for me, but in the Nov 2016 Newsletter under "Dealer...
Missed Revenue - Recalls - 02/24/2022
... for sale, or releasing the vehicle. Missing an open recall may also mean a missed opportunity for customer satisfaction, as well as the lack of responsibility by the dealer. When a vehicle is in the service department for repairs or scheduled maintenance completing...
50/50 split guidlines - 01/04/2008
I am trying to find where in the P&P it says the customer is to be charged at warranty rates. Our system and every other one I have worked on has it set so warranty is at warranty rates and customer portion is at customer rates. My Service Manager insists...
Re: Quantity of Claims Submitted & Other Duties - 03/21/2008
BESIDES THE WARRANTY CLAIMS THAT I SUBMIT, I HANDLE FOLLOW UP CUSTOMER SATISFACTION CALLS WITH NOT ONLY WARRANTY CUSTOMERS BUT ALSO THOSE CUSTOMERS WHO HAVE HAD REPAIRS COMPLETED NOT COVERED BY WARRANTY. ALSO PROVIDE ASSISTANCE IN OUR MAIN OFFICE, CUSTOMER...
Follow Up Phone Calls - 04/14/2008
Just curious, does anyone on this forum make follow-up calls for their service customers? Do you call warranty customers only, or all service customers? Do you call the Goodwrench Spring Coupon customers? Will they get a survey?
Re: CUST SUPPLIED PART ON WARR CLAIM ?? - 09/18/2008
If the part was available you should have replace the part, claimed part and labor on warranty claim and left the customer responsible for returning there own part. If the part was not available, you could put the part amount in net and claim labor,...
CALIF-UNION SHOP GM DEALERS: GM SERVICE CERTIFICATE - 12/21/2009
JUST CURIOUS: HOW ANY OTHER DEALERS ARE HANDLING THESE "SERVICE CERTIFICATES" FROM GM CUSTOMERS FOR A COMPLIMENTARY LOF & TIRE ROTATION WITH A REIMBURSEMENT TO THE DEALER OF $30.00 (THIS IS LESS THAN OUR COST)
Re: PONTIAC PREFERRED OIL CHANGES-SYNTHETIC - 03/22/2010
The program is supposed to cover "factory-fill grade of oil" not whatever the customer wants. We are charging the customer the difference of synthetic oil after the $20 mark if the vehicle isn't required to have synthetic per GM. The customer is choosing...
Did you know? - 11/15/2018
... of Contents Next Print Current Page 4 - Warranty Parts Center / Parts Return Policy 4.6 - Reimbursement of Service Agent Expense for WPC ReturnsReimbursement of Service Agent Expense for WPC ReturnsThe following qualify for Service Agent reimbursement:1....
Forum - 04/25/2019
... about Claim B part added lines? We replaced a side object module on a vehicle under Customer pay. We were unable to program that module so had to do a second module and add a line to do the part warranty claim b. My question is, do...
February 2024 Recall Update - 01/29/2024
... is parked. Dealers will reprogram the BCM to address the concern and provide the customer with a reimbursement check in the amount of $100.00 USD. The bulletin affects certain 2024 Cadillac CT5 vehicles equipped with hands free decklid option and carbon...
GM Approvals - 03/23/2024
... decisions are referred to GM rather than the dealer, so the dealer is taken out of the middle when customers are seeking warranty replacement of certain items. The pre-approval process also alerts GM Brand Quality to any supplier quality issues so they...
Missing Modules - 02/23/2022
... in late January. It provides helpful information regarding vehicle features and options on some customer’s vehicles that are not activated due to the shortage of semiconductors. Select 2022 model year vehicles have been built without these specific...
Disclosure Requirements - 04/26/2022
Most GM dealers use GM, or GM approved parts for both warranty and customer pay repairs. When it comes to customer pay repairs, dealerships can install non-GM parts if that is what the customer wants, but it is a requirement that it is fully disclosed...
Job Card Write-Up and Final Closeout - 05/26/2021
The following is an excerpt from the Policies and Procedures manual, Article 6.2.1: It is a requirement that all customer and vehicle information is to be completed accurately at the time of job card write-up and must include the following: Job card...
... specific information. The job card open date is automatically generated in the DMS and if the customer bought the vehicle from your dealership, the VIN and customer contact information will be saved as well. Even though this information is saved, service...
Warranty Solicitation Policy - 12/01/2021
... dealers from calling, mailing, distributing materials, advertising, or otherwise communicating to customers for the correction of warranty or Special Coverage conditions where no customer notification has been made by GM. Under the “Warranty Solicitation...
Job Card Write-Up and Final Closeout - 05/23/2023
Service Policies and Procedures Manual Article 6.2.1 states that all customer and vehicle information is to be completed accurately at the time of job card write-up and must include the following: Job card open date indicating when the vehicle...
Forum - 11/15/2018
Thanks for the response susanphi! You are correct! The hometown dealership submitted the reimbursement claim for the expenses incurred while the customer was on vacation.
Concern Not Duplicated - 05/17/2022
Customer concern not duplicated, or to some, no problem found describes a situation where a technician has made an attempt to diagnose and repair a customer's concern, but in the end, no defect could be found. There are a series of labor operations,...
Re: What would you do? - 10/09/2012
[quote] jgustafson: A customer came into the dealership with engine problems (engine hesitates when taking off from stop, when it jerks when at speeds of 30-40 mph and condition is worse when engine is warmed up). Customer had purchased their Chevy Uplander,...
What would you do? - 07/20/2012
A customer came into the dealership with engine problems (engine hesitates when taking off from stop, when it jerks when at speeds of 30-40 mph and condition is worse when engine is warmed up). Customer had purchased their Chevy Uplander, used through...
What Would You Do - 07/14 - 07/01/2014
... the office manager for the dealer group noticed that there were no submissions for floor plan reimbursement. The warranty administrator has been handling claims administration for many years for the store, and the missed reimbursement was simply an...
Re: What would you do? - 07/31/2012
... documented in the story, technically if we are including the labor on the job card, (even if the customer is paying for it), it should have been booked at warranty rates. Regarding marking the parts as customer enthusiasm, if this vehicle is out of...
Authorizations ? - 10/12/2016
Are Customer Enthusiasm repairs and Policy repairs different when it comes to authorizations? Customer Enthusiasm is not listed on the Authorization Matrix, nothing is stated in either P&P or the Global Manual about approvals... but it...
Nov 16-1 Quiz - 10/26/2016
Just to clarify, I have completed the Nov 16-1 quiz and for 2. What is the recommended amount of customer participation for a Customer Enthusiasm repair? The quiz results marked this incorrect for me, but in the Nov 2016 Newsletter under "Dealer...
Missed Revenue - Recalls - 02/24/2022
... for sale, or releasing the vehicle. Missing an open recall may also mean a missed opportunity for customer satisfaction, as well as the lack of responsibility by the dealer. When a vehicle is in the service department for repairs or scheduled maintenance completing...
50/50 split guidlines - 01/04/2008
I am trying to find where in the P&P it says the customer is to be charged at warranty rates. Our system and every other one I have worked on has it set so warranty is at warranty rates and customer portion is at customer rates. My Service Manager insists...
Re: Quantity of Claims Submitted & Other Duties - 03/21/2008
BESIDES THE WARRANTY CLAIMS THAT I SUBMIT, I HANDLE FOLLOW UP CUSTOMER SATISFACTION CALLS WITH NOT ONLY WARRANTY CUSTOMERS BUT ALSO THOSE CUSTOMERS WHO HAVE HAD REPAIRS COMPLETED NOT COVERED BY WARRANTY. ALSO PROVIDE ASSISTANCE IN OUR MAIN OFFICE, CUSTOMER...
Follow Up Phone Calls - 04/14/2008
Just curious, does anyone on this forum make follow-up calls for their service customers? Do you call warranty customers only, or all service customers? Do you call the Goodwrench Spring Coupon customers? Will they get a survey?
Re: CUST SUPPLIED PART ON WARR CLAIM ?? - 09/18/2008
If the part was available you should have replace the part, claimed part and labor on warranty claim and left the customer responsible for returning there own part. If the part was not available, you could put the part amount in net and claim labor,...
CALIF-UNION SHOP GM DEALERS: GM SERVICE CERTIFICATE - 12/21/2009
JUST CURIOUS: HOW ANY OTHER DEALERS ARE HANDLING THESE "SERVICE CERTIFICATES" FROM GM CUSTOMERS FOR A COMPLIMENTARY LOF & TIRE ROTATION WITH A REIMBURSEMENT TO THE DEALER OF $30.00 (THIS IS LESS THAN OUR COST)
Re: PONTIAC PREFERRED OIL CHANGES-SYNTHETIC - 03/22/2010
The program is supposed to cover "factory-fill grade of oil" not whatever the customer wants. We are charging the customer the difference of synthetic oil after the $20 mark if the vehicle isn't required to have synthetic per GM. The customer is choosing...
Did you know? - 11/15/2018
... of Contents Next Print Current Page 4 - Warranty Parts Center / Parts Return Policy 4.6 - Reimbursement of Service Agent Expense for WPC ReturnsReimbursement of Service Agent Expense for WPC ReturnsThe following qualify for Service Agent reimbursement:1....
Forum - 04/25/2019
... about Claim B part added lines? We replaced a side object module on a vehicle under Customer pay. We were unable to program that module so had to do a second module and add a line to do the part warranty claim b. My question is, do...
February 2024 Recall Update - 01/29/2024
... is parked. Dealers will reprogram the BCM to address the concern and provide the customer with a reimbursement check in the amount of $100.00 USD. The bulletin affects certain 2024 Cadillac CT5 vehicles equipped with hands free decklid option and carbon...
GM Approvals - 03/23/2024
... decisions are referred to GM rather than the dealer, so the dealer is taken out of the middle when customers are seeking warranty replacement of certain items. The pre-approval process also alerts GM Brand Quality to any supplier quality issues so they...
Missing Modules - 02/23/2022
... in late January. It provides helpful information regarding vehicle features and options on some customer’s vehicles that are not activated due to the shortage of semiconductors. Select 2022 model year vehicles have been built without these specific...
Disclosure Requirements - 04/26/2022
Most GM dealers use GM, or GM approved parts for both warranty and customer pay repairs. When it comes to customer pay repairs, dealerships can install non-GM parts if that is what the customer wants, but it is a requirement that it is fully disclosed...
Job Card Write-Up and Final Closeout - 05/26/2021
The following is an excerpt from the Policies and Procedures manual, Article 6.2.1: It is a requirement that all customer and vehicle information is to be completed accurately at the time of job card write-up and must include the following: Job card...
PDI's, Fluid Adds, and DEF Fluid - 09/22/2020
... service, field actions, and any repairs prior to delivery are important to both the dealer and GM. Customer satisfaction is directly impacted by the condition of the vehicle at the time of delivery and the manner in which the vehicle is presented to...
Swapping Components between Vehicles - 01/21/2019
GM recognizes that taking a known, good part from a stock vehicle to aid in diagnosing a defect in a customer’s vehicle can be very useful in determining what part needs to be replaced to correct a customer’s concern. However, the part...
Recall Vehicle Action Report - 11/25/2014
You can't force your customer to have a recall performed on their vehicle. After all, it is their vehicle. When viewing IVH, a requirement whenever any vehicle enters your service department, service advisors are supposed to check the "Required Field...
March 2015 Recall Update - 02/23/2015
Customer Satisfaction Program 13322A: Navigation Radio Loss of Customer Settings: An update has been added to the service procedure of the recall campaign. The procedure now begins with an inspection of the existing software version to determine whether ...
September 2014 Recall Update - 09/09/2014
... within the recall has been revised and technicians are no longer required to contact the Techline Customer Support Center to reprogram the ECM. Certain 2011-2013 Chevrolet Express and GMC Savana vehicles equipped with gasoline and LPG fuel engines are...
September 2015 Recall Update - 09/03/2015
... vehicles have been added to the recall population. The recall affects the HDM module. For customers that bring their vehicle into the dealership with a condition that indicates that the HDM is not functioning, install the current HDM service part as...
Claiming Six or More Rental Days - 02/23/2015
... management approval, it's important to note that rental vehicles, with the exception of Cadillac customers, are only supposed to be given to customers whose vehicles will be at the dealership overnight. From bulletin 07-00-87-037: When an eligible vehicle...
Reject of the Month - 06/06/2014
... than 5,000 miles on odometer) many of you will be able relate to the circumstances surrounding the customer's visit and potential for rejects associated with it.The owner of the truck brought their vehicle to their local dealership for the following...
2013 Policy & Procedure Update - 06/19/2013
... components, transmissions, transmission components and transfer cases. Article 1.1.4: GM Customer Care and Aftersales replaced the Limited Lifetime Service Guarantee program and as of January 1, 2013, began offering the Certified Service Limited...
Battery Replacement Requirements - 06/19/2013
... and have a valid replace decision warranty code are to be replaced under warranty. When a customer purchases a battery, warranty coverage is through ACDelco. Batteries sold after March 1, 2012, are not prorated. Therefore, a customer pay battery...
Servicing Vehicles from Canada - 04/28/2016
A vehicle that was built for and sold in Canada will display kilometers on the odometer. If a Canadian customer is visiting the U.S. and has a vehicle breakdown, they can take their vehicle to a same franchise US dealership, or if crossline rules apply,...
Selecting the Correct Labor Operation - 04/08/2016
... labor operation should be chosen based on the causal part when a part has been replaced. Each customer concern should result in one repair line, unless otherwise directed by a service bulletin.If the customer has multiple concerns, those concerns...
Compliance - 03/21/2017
... Transportation & Field Actions: Courtesy transportation may be provided to the customer during a field action repair and submitted for reimbursement if the vehicle is within the bumper-to-bumper warranty or if the involved component is currently...
The Waiting Room - 03/21/2017
... complimentary snacks, the best most dealers can hope for is to create an atmosphere where the customer can ignore the fact that they would rather be somewhere else. A resurrected trend in the hospitality industry is pointing to a better way to keep customers...
Swapping Components between Vehicles - 01/22/2018
GM recognizes that taking a known good part from a stock vehicle to aid in diagnosing a defect in a customer’s vehicle can be very useful in determining what part needs to be replaced to correct a customer’s concern. However, the part that...
Maintenance Plans - 09/27/2017
... several complimentary maintenance plans with the intent of helping your dealership create customer loyalty. When a customer brings their GM vehicle back to their selling dealership for their maintenance needs, it substantially increases the chance that...
Mobil 1 Upgrade - 10/23/2017
... 1 upgrade ($20, $27, or $34) from the customer. Dealers will continue to submit for the regular reimbursement amount they would have received if ACDelco dexos was used. The amount associated with the Mobil 1 upgrade may not be claimed on the warrant...
Tablets in the Service Lane - 05/02/2012
Dealership groups are putting touch pad tablets to use in the service drive, offering the customer more transparency into service repairs. The technology is also expected to increase efficiency and improve customer service. Because the tablets are...
The Way it Used to Be - 12/18/2012
... 17th, 2012, all policy repairs require a mandatory minimum financial participation from either the customer or the service agent and this empowerment is mostly restricted to vehicles under 8 years old. Tire replacements as warranty used to be allowed...
A Goodwill Tool - 02/26/2013
... management the authority to make on-the-spot decisions that are in the best interest of the customer. There are six tools available and in the coming year we will feature each tool in our newsletter. One of the tools that was enhanced is the addition...
Recall Vehicle Action Report - 05/12/2010
... The different types of recalls include:Safety recallNoncompliance recallEmission recallCustomer satisfaction programService update bulletinWith the exception of service update field actions, customers are notified of a recall on their vehicle through...
ZSSP: Special Sales Program - 02/04/2010
The ZSSP transaction type is reserved for use with owner loyalty type promotional programs that are designed to bring customers into the dealership to generate sales. Typically the customer receives some sort of free service such as an oil change payable...
Let The Weather Drive Service! - 11/18/2010
... may not bring the holiday spirit to all, but it does present an opportunity to better service your customers. There are several ways that a service department can provide weather specific service to its customers and improve sales in the process. Winter...
PDI Fluid Adds ... On The Forum - 03/10/2011
... a recent discussion on the Warranty Forum, a member posed a great question: "Is there a ceiling on reimbursement on PDI fluid adds?"The simple answer is yes, but things are rarely ever that simple. In the event that a dealer has performed a PDI add where...
Diagnostic Voucher - 03/21/2017
Tier 1 Customer Call Center advisors transitioned from using the Diagnostic Voucher and are now offering a Maintenance Letter as a goodwill tool to encourage customers to go to their GM dealership for maintenance and repairs. This transition took place...
... service, field actions, and any repairs prior to delivery are important to both the dealer and GM. Customer satisfaction is directly impacted by the condition of the vehicle at the time of delivery and the manner in which the vehicle is presented to...
Swapping Components between Vehicles - 01/21/2019
GM recognizes that taking a known, good part from a stock vehicle to aid in diagnosing a defect in a customer’s vehicle can be very useful in determining what part needs to be replaced to correct a customer’s concern. However, the part...
Recall Vehicle Action Report - 11/25/2014
You can't force your customer to have a recall performed on their vehicle. After all, it is their vehicle. When viewing IVH, a requirement whenever any vehicle enters your service department, service advisors are supposed to check the "Required Field...
March 2015 Recall Update - 02/23/2015
Customer Satisfaction Program 13322A: Navigation Radio Loss of Customer Settings: An update has been added to the service procedure of the recall campaign. The procedure now begins with an inspection of the existing software version to determine whether ...
September 2014 Recall Update - 09/09/2014
... within the recall has been revised and technicians are no longer required to contact the Techline Customer Support Center to reprogram the ECM. Certain 2011-2013 Chevrolet Express and GMC Savana vehicles equipped with gasoline and LPG fuel engines are...
September 2015 Recall Update - 09/03/2015
... vehicles have been added to the recall population. The recall affects the HDM module. For customers that bring their vehicle into the dealership with a condition that indicates that the HDM is not functioning, install the current HDM service part as...
Claiming Six or More Rental Days - 02/23/2015
... management approval, it's important to note that rental vehicles, with the exception of Cadillac customers, are only supposed to be given to customers whose vehicles will be at the dealership overnight. From bulletin 07-00-87-037: When an eligible vehicle...
Reject of the Month - 06/06/2014
... than 5,000 miles on odometer) many of you will be able relate to the circumstances surrounding the customer's visit and potential for rejects associated with it.The owner of the truck brought their vehicle to their local dealership for the following...
2013 Policy & Procedure Update - 06/19/2013
... components, transmissions, transmission components and transfer cases. Article 1.1.4: GM Customer Care and Aftersales replaced the Limited Lifetime Service Guarantee program and as of January 1, 2013, began offering the Certified Service Limited...
Battery Replacement Requirements - 06/19/2013
... and have a valid replace decision warranty code are to be replaced under warranty. When a customer purchases a battery, warranty coverage is through ACDelco. Batteries sold after March 1, 2012, are not prorated. Therefore, a customer pay battery...
Servicing Vehicles from Canada - 04/28/2016
A vehicle that was built for and sold in Canada will display kilometers on the odometer. If a Canadian customer is visiting the U.S. and has a vehicle breakdown, they can take their vehicle to a same franchise US dealership, or if crossline rules apply,...
Selecting the Correct Labor Operation - 04/08/2016
... labor operation should be chosen based on the causal part when a part has been replaced. Each customer concern should result in one repair line, unless otherwise directed by a service bulletin.If the customer has multiple concerns, those concerns...
Compliance - 03/21/2017
... Transportation & Field Actions: Courtesy transportation may be provided to the customer during a field action repair and submitted for reimbursement if the vehicle is within the bumper-to-bumper warranty or if the involved component is currently...
The Waiting Room - 03/21/2017
... complimentary snacks, the best most dealers can hope for is to create an atmosphere where the customer can ignore the fact that they would rather be somewhere else. A resurrected trend in the hospitality industry is pointing to a better way to keep customers...
Swapping Components between Vehicles - 01/22/2018
GM recognizes that taking a known good part from a stock vehicle to aid in diagnosing a defect in a customer’s vehicle can be very useful in determining what part needs to be replaced to correct a customer’s concern. However, the part that...
Maintenance Plans - 09/27/2017
... several complimentary maintenance plans with the intent of helping your dealership create customer loyalty. When a customer brings their GM vehicle back to their selling dealership for their maintenance needs, it substantially increases the chance that...
Mobil 1 Upgrade - 10/23/2017
... 1 upgrade ($20, $27, or $34) from the customer. Dealers will continue to submit for the regular reimbursement amount they would have received if ACDelco dexos was used. The amount associated with the Mobil 1 upgrade may not be claimed on the warrant...
Tablets in the Service Lane - 05/02/2012
Dealership groups are putting touch pad tablets to use in the service drive, offering the customer more transparency into service repairs. The technology is also expected to increase efficiency and improve customer service. Because the tablets are...
The Way it Used to Be - 12/18/2012
... 17th, 2012, all policy repairs require a mandatory minimum financial participation from either the customer or the service agent and this empowerment is mostly restricted to vehicles under 8 years old. Tire replacements as warranty used to be allowed...
A Goodwill Tool - 02/26/2013
... management the authority to make on-the-spot decisions that are in the best interest of the customer. There are six tools available and in the coming year we will feature each tool in our newsletter. One of the tools that was enhanced is the addition...
Recall Vehicle Action Report - 05/12/2010
... The different types of recalls include:Safety recallNoncompliance recallEmission recallCustomer satisfaction programService update bulletinWith the exception of service update field actions, customers are notified of a recall on their vehicle through...
ZSSP: Special Sales Program - 02/04/2010
The ZSSP transaction type is reserved for use with owner loyalty type promotional programs that are designed to bring customers into the dealership to generate sales. Typically the customer receives some sort of free service such as an oil change payable...
Let The Weather Drive Service! - 11/18/2010
... may not bring the holiday spirit to all, but it does present an opportunity to better service your customers. There are several ways that a service department can provide weather specific service to its customers and improve sales in the process. Winter...
PDI Fluid Adds ... On The Forum - 03/10/2011
... a recent discussion on the Warranty Forum, a member posed a great question: "Is there a ceiling on reimbursement on PDI fluid adds?"The simple answer is yes, but things are rarely ever that simple. In the event that a dealer has performed a PDI add where...
Diagnostic Voucher - 03/21/2017
Tier 1 Customer Call Center advisors transitioned from using the Diagnostic Voucher and are now offering a Maintenance Letter as a goodwill tool to encourage customers to go to their GM dealership for maintenance and repairs. This transition took place...
Required Operating Procedures - 06/27/2016
... regarding the requirement that the dealer's DMA/DMC must be notified within 10 days of placing a customer in a rental. DMA approval, using the Claim Pre-Approval Request link to complete the request form that must be scanned and attached to the transaction,...
August 2016 Recall Update - 07/28/2016
... a revised service procedure, part information, and warranty transaction information sections. A customer letter has also been added. The recall affects certain 2014-2015 Chevrolet Silverado 1500 and GMC Sierra 1500 vehicles. Safety Recall 36110:...
2014 Chevrolet Two Year Maintenance Program - 05/14/2013
... via IVH as well as recording the percent of oil life remaining on the job card. To submit for reimbursement, a ZREG transaction is claimed through GWM using labour operation 0600723, with the expense entered in the miscellaneous net item field. Reimbursement...
2014 Chevrolet 2-Year Maintenance - 07/03/2013
... Transactions are submitted as a ZREG transaction with labour operation 0600723, with the reimbursement in net item. The reimbursement amount varies from $35-$85 depending on the required product (e.g. dexos1 5w30, dexos1 0w30, Mobil1 synthetic, etc.)....
2014 Certified Service Employee Discount Program - 05/09/2014
... year. The program offers all US GM salaried, hourly, and retired employees a discount towards any customer-pay service or parts purchase at participating US dealerships. Active employees and retirees that spend $25 or more in the service lane, in...
GMPP Courtesy Transportation and Towing Guidelines - 01/10/2014
GMPP Major Guard and Value Guard plans will pay the cost of a rental vehicle, public transportation reimbursement, or shuttle costs when a vehicle is in service for a covered repair. Rental vehicles and public transportation are reimbursed at $35 per...
$20 off $100 with Limited Lifetime Parts - 01/10/2014
GM Customer Care and Aftersales recently announced a new program where your customers can receive $20 off a customer paid service of $100 or more with the purchase and installation of one of the twelve lifetime parts listed in Limited Lifetime Parts program....
Accuracy - 09/24/2019
... write up by the service advisor, care must be taken in the entry of claim data, including mileage, customer data (including contact information), VIN, customer concern, etc. If the advisor fails to get the accurate mileage, lower than the previous...
Disclosure for Non-GM Parts & Accessories - 04/29/2020
Thinking of installing non-GM parts or accessories on your customer’s new or used vehicle? While it may seem perfectly okay to do so, there are some pretty serious warnings that are outlined in the Policies and Procedures manual that your customer...
Rental Past 10 Days - 07/25/2023
With part delays still a problem for dealerships, customers are still in rental vehicles for extended periods of time. GM will pay for every rental day required, as long as those days are justified. It is a requirement that dealers complete the...
What Would You Do - 06/19 - 05/29/2019
... visited the dealership to have a recall performed. At write up the service advisor noted the customer estimated mileage on the job card, with the recall as the only customer concern.When bringing the vehicle into the service department, the technician...
Forum - 11/19/2019
Hi joehbus2! There is a reference to the GM's parts reimbursement policy in correlation with the dealer labor rate (specifically Option C). "Dealers enrolled in the Option C labor rate must comply with GM's standard parts reimbursement policy. Dealers...
What Would You Do - 02/16 - 02/02/2016
... heating and air conditioning concern. The technician documented the inability to duplicate the customer's concern on a job card on each visit. The dealership confirmed that the customer fully understood the vehicle's HVAC system, discounting lack of...
Courtesy Transportation on Special Coverage claim? - 02/01/2017
Can it be suggested to "dumb down" the verbiage on some things? When trying to determine if a customer can get a rental and it be paid for by warranty coverage on a Special Coverage, this is what it says..."Courtesy Transportation – For US...
Forum - 12/29/2017
... in the December edition of the "Warranty in Review" newsletter: Prior to performing repairs to a customer’s vehicle, obtaining a customer signature at the time of write up offers the best protection to both dealers and customers. Dealerships often...
Added Operation Approvals? - 02/28/2018
Do we need added operation approvals when a customer brings a vehicle back for a repair? Example: Vehicle in for maintenance and inspection. Customer informed of a leak in his radiator. Customer brings the vehicle back (customer obviously...
Forum - 01/05/2018
Courtesy Transportation Options Same-Day Repairs * Shuttle Service - Providing a shuttle of the customer from/to the dealership is the preferred transportation alternative and should be considered any time a warranty service appointment...
Re: Special Policy 10054 - 02/22/2012
... Don't forget to check the special policy box when you submit it. The thing with this is the customer is responsible for 50% of the repair so you must include the amount the customer paid in the Customer Participation box. Of course this is just for...
Re: GM Dealer Rent-A-Car - 04/12/2012
GM'S COURTESY TRANSPORTATION BULLETIN SHOULD BE STUCK TO. WE HAVE CUSTOMER'S WHO THINK THEY QUALIFY FOR A RENTAL IF THEY'RE JUST DROPPING OFF FOR SERVICE. REPAIRS THAT TURN INTO OVERNIGHT DUE TO CAR BEING UNSAFE TO DRIVE OR MULTIPLE REPAIRS REQUIRING...
Loaner Program clarification - 11/25/2015
... that says "If at any time a Chevrolet or Buick/GMC dealership is faced with an overflow of service customers, the dealer can still use the existing Courtesy Transportation Program through a preferred rental agency at the standard reimbursement rate"....
GOODWILL CLAIM - 09/01/2015
HI WE HAD A CUSTOMER COME IN WITH PROBLEMS WITH HIS BRAKES. THIS IS ON A 2015 WITH 37,591 MILES. THE SERVICE MANAGER ALONG WITH THE APPROVAL OF THE DMA WANT TO COVER THE COST OF THE REPLACEMENT OF THE ROTOR, CALIPER AND PADS. THE CUSTOMER DOES HAVE AN...
Forum - 02/28/2018
This is straight from the P&P Article 3.2.12: Add-On Customer Concern After Job Card Write-Up "Any warranty/policy concern not expressed orally or in writing by the customer at initial write-up must be first inspected and verified by the service manager...
Forum - 12/20/2017
Refer to P&P Article 3.2.12: Add On Customer Concern After Job Card Write-Up: Any warranty/policy concern not expressed orally or in writing by the customer at initial write-up must be first inspected and verified by the service manager before it...
Customer pay transmission failed withing Warranty period. How to file? - 11/28/2017
We have a reman transmission that has failed. The tech just wants to replace the transmission since that is how it was purchased. I believe we are supposed to follow the normal Powertrain Warranty guidelines and do the cost comparison etc. I can't find ...
Customer returns for install of special ordered parts. ADDED OPERATION ? - 12/19/2017
When I was at a GM meeting, it was stated if a customer had their warranty parts ordered, when they returned, the manager had to sign off on the repair as an added operation. I cannot locate this in the P & P. Was i dreaming ? Any help is appreci...
... regarding the requirement that the dealer's DMA/DMC must be notified within 10 days of placing a customer in a rental. DMA approval, using the Claim Pre-Approval Request link to complete the request form that must be scanned and attached to the transaction,...
August 2016 Recall Update - 07/28/2016
... a revised service procedure, part information, and warranty transaction information sections. A customer letter has also been added. The recall affects certain 2014-2015 Chevrolet Silverado 1500 and GMC Sierra 1500 vehicles. Safety Recall 36110:...
2014 Chevrolet Two Year Maintenance Program - 05/14/2013
... via IVH as well as recording the percent of oil life remaining on the job card. To submit for reimbursement, a ZREG transaction is claimed through GWM using labour operation 0600723, with the expense entered in the miscellaneous net item field. Reimbursement...
2014 Chevrolet 2-Year Maintenance - 07/03/2013
... Transactions are submitted as a ZREG transaction with labour operation 0600723, with the reimbursement in net item. The reimbursement amount varies from $35-$85 depending on the required product (e.g. dexos1 5w30, dexos1 0w30, Mobil1 synthetic, etc.)....
2014 Certified Service Employee Discount Program - 05/09/2014
... year. The program offers all US GM salaried, hourly, and retired employees a discount towards any customer-pay service or parts purchase at participating US dealerships. Active employees and retirees that spend $25 or more in the service lane, in...
GMPP Courtesy Transportation and Towing Guidelines - 01/10/2014
GMPP Major Guard and Value Guard plans will pay the cost of a rental vehicle, public transportation reimbursement, or shuttle costs when a vehicle is in service for a covered repair. Rental vehicles and public transportation are reimbursed at $35 per...
$20 off $100 with Limited Lifetime Parts - 01/10/2014
GM Customer Care and Aftersales recently announced a new program where your customers can receive $20 off a customer paid service of $100 or more with the purchase and installation of one of the twelve lifetime parts listed in Limited Lifetime Parts program....
Accuracy - 09/24/2019
... write up by the service advisor, care must be taken in the entry of claim data, including mileage, customer data (including contact information), VIN, customer concern, etc. If the advisor fails to get the accurate mileage, lower than the previous...
Disclosure for Non-GM Parts & Accessories - 04/29/2020
Thinking of installing non-GM parts or accessories on your customer’s new or used vehicle? While it may seem perfectly okay to do so, there are some pretty serious warnings that are outlined in the Policies and Procedures manual that your customer...
Rental Past 10 Days - 07/25/2023
With part delays still a problem for dealerships, customers are still in rental vehicles for extended periods of time. GM will pay for every rental day required, as long as those days are justified. It is a requirement that dealers complete the...
What Would You Do - 06/19 - 05/29/2019
... visited the dealership to have a recall performed. At write up the service advisor noted the customer estimated mileage on the job card, with the recall as the only customer concern.When bringing the vehicle into the service department, the technician...
Forum - 11/19/2019
Hi joehbus2! There is a reference to the GM's parts reimbursement policy in correlation with the dealer labor rate (specifically Option C). "Dealers enrolled in the Option C labor rate must comply with GM's standard parts reimbursement policy. Dealers...
What Would You Do - 02/16 - 02/02/2016
... heating and air conditioning concern. The technician documented the inability to duplicate the customer's concern on a job card on each visit. The dealership confirmed that the customer fully understood the vehicle's HVAC system, discounting lack of...
Courtesy Transportation on Special Coverage claim? - 02/01/2017
Can it be suggested to "dumb down" the verbiage on some things? When trying to determine if a customer can get a rental and it be paid for by warranty coverage on a Special Coverage, this is what it says..."Courtesy Transportation – For US...
Forum - 12/29/2017
... in the December edition of the "Warranty in Review" newsletter: Prior to performing repairs to a customer’s vehicle, obtaining a customer signature at the time of write up offers the best protection to both dealers and customers. Dealerships often...
Added Operation Approvals? - 02/28/2018
Do we need added operation approvals when a customer brings a vehicle back for a repair? Example: Vehicle in for maintenance and inspection. Customer informed of a leak in his radiator. Customer brings the vehicle back (customer obviously...
Forum - 01/05/2018
Courtesy Transportation Options Same-Day Repairs * Shuttle Service - Providing a shuttle of the customer from/to the dealership is the preferred transportation alternative and should be considered any time a warranty service appointment...
Re: Special Policy 10054 - 02/22/2012
... Don't forget to check the special policy box when you submit it. The thing with this is the customer is responsible for 50% of the repair so you must include the amount the customer paid in the Customer Participation box. Of course this is just for...
Re: GM Dealer Rent-A-Car - 04/12/2012
GM'S COURTESY TRANSPORTATION BULLETIN SHOULD BE STUCK TO. WE HAVE CUSTOMER'S WHO THINK THEY QUALIFY FOR A RENTAL IF THEY'RE JUST DROPPING OFF FOR SERVICE. REPAIRS THAT TURN INTO OVERNIGHT DUE TO CAR BEING UNSAFE TO DRIVE OR MULTIPLE REPAIRS REQUIRING...
Loaner Program clarification - 11/25/2015
... that says "If at any time a Chevrolet or Buick/GMC dealership is faced with an overflow of service customers, the dealer can still use the existing Courtesy Transportation Program through a preferred rental agency at the standard reimbursement rate"....
GOODWILL CLAIM - 09/01/2015
HI WE HAD A CUSTOMER COME IN WITH PROBLEMS WITH HIS BRAKES. THIS IS ON A 2015 WITH 37,591 MILES. THE SERVICE MANAGER ALONG WITH THE APPROVAL OF THE DMA WANT TO COVER THE COST OF THE REPLACEMENT OF THE ROTOR, CALIPER AND PADS. THE CUSTOMER DOES HAVE AN...
Forum - 02/28/2018
This is straight from the P&P Article 3.2.12: Add-On Customer Concern After Job Card Write-Up "Any warranty/policy concern not expressed orally or in writing by the customer at initial write-up must be first inspected and verified by the service manager...
Forum - 12/20/2017
Refer to P&P Article 3.2.12: Add On Customer Concern After Job Card Write-Up: Any warranty/policy concern not expressed orally or in writing by the customer at initial write-up must be first inspected and verified by the service manager before it...
Customer pay transmission failed withing Warranty period. How to file? - 11/28/2017
We have a reman transmission that has failed. The tech just wants to replace the transmission since that is how it was purchased. I believe we are supposed to follow the normal Powertrain Warranty guidelines and do the cost comparison etc. I can't find ...
Customer returns for install of special ordered parts. ADDED OPERATION ? - 12/19/2017
When I was at a GM meeting, it was stated if a customer had their warranty parts ordered, when they returned, the manager had to sign off on the repair as an added operation. I cannot locate this in the P & P. Was i dreaming ? Any help is appreci...
Rules Have Reasons - 03/31/2008
... only have five service bays, one of which is an alignment rack. On a very busy Friday, we had a customer come in for an oil change. He was an eldery man who required a wheel chair to get around. He asked if he could pull his vehicle into the shop...
Parts Warranties - 11/16/2020
... tend to believe me then. LOL If we replaced & installed a part that has failed and the customer had previously paid for the part then it is covered under a 24 month/unlimited mileage warranty.Now if we had replaced that same part under warranty...
Forum - 12/17/2020
... Document ID 5544075 on page 3 "If the Service Agent does not operate a shuttle service, then the customer may utilize public transportation (taxi, bus, train, ride sharing such as Lyft/Uber etc.) and submit original receipt(s) for reimbursement consideration...
What Would You Do - 01/21 - 12/29/2020
A customer’s 2012 Chevrolet Traverse was at the local dealership in late 2018 to address a leaking power steering gear. The technician performed the customer pay gear replacement, as well as flushing, and bleeding the power steering system, and...
June 2023 Recall Update - 05/23/2023
Customer Satisfaction Recall N222371151-05 Steering Wheel Replacement Retrofit: Due to the industry wide semiconductor shortage, the heat feature on the steering wheel is not functional on certain 2022 Cadillac CT4, CT5, XT5, XT6, Chevrolet Blazer, Suburban, ...
New Rental Policy Guidelines - 05/25/2022
... rental companies are just not an option at all. It is almost always a very negative experience for customers who have to leave their vehicle at a dealership for days, or even weeks, due to part shortages and not have a rental vehicle available. It is...
Prior to Repair Approvals - 05/25/2022
... prior to any repairs being made. Additionally, these three situations require separate approval. Customer Signature Not Available When a customer signs the job card, they are authorizing your dealership to not only repair their vehicle but to drive it...
Job Card Write-Up and Final Closeout - 05/25/2022
Service Policies and Procedures Manual Article 6.2.1 states that all customer and vehicle information is to be completed accurately at the time of job card write-up and must include the following: Job card open date indicating when the vehicle...
New Year, New Compliance Initiative - 01/04/2022
... practice, printing, and attaching to the job card. P&P Article 3.2.2 states that “all customer and vehicle information is to be completed accurately at the time of job card write-up”. Hand writing the in-service date on the job card after...
General Services Administration - 01/24/2023
... advertising plate or license plate frame on the vehicle. Once the PDI is complete, contact the customer that is noted in the upper right-hand corner of the Monroney label and establish a time for vehicle pick up. The customer should pick the vehicle...
GM Organizational Terms - 10/27/2020
... warranty coverage that are a result of a covered defect in materials or workmanship. Customer Enthusiasm - Vehicle repairs within both the time and mileage limitations of the applicable warranty coverage that are not the result of a covered defect...
Parts Warranty - 10/27/2020
Most General Motors parts and accessories offer a 24-month, unlimited milage warranty when purchased by the customer or the customer participates in an out of warranty repair. For parts that are dealer installed, the warranty is on both the part and labor....
2021 U-Courtesy Transportation Program - 06/29/2021
... U-Courtesy gives dealers the flexibility to use select used vehicles to take care of their customers during a period of low new car inventory. Chevrolet-Buick-GMC dealers: U-Courtesy vehicles may be provided to customers during overnight warranty repairs....
June 2014 Recall Update - 06/06/2014
... and relearn the brake pedal home position. Dealers will be advised when the recall bulletin and customer notification letter are scheduled for release. Upcoming Safety Recall 13146: Low-Beam Headlamps Inoperative: GM has announced the upcoming recall...
August 2014 Recall Update - 08/05/2014
... may occasionally contact the airbag terminals causing the airbag warning light to illuminate.Customer Satisfaction Program 13434C: Air Conditioning System Inoperative or Cools Intermittently: The recall bulletin has been updated to include a revision...
Reject of the Month - 11/18/2013
A customer contacted their local service department for assistance with a special coverage repair. At the time the customer called the vehicle was within the special coverage parameters of 10 years or 120,000 miles, based on the customer's "guesstimate"...
Comeback Repeat Repairs - 09/02/2015
... resulted in a chargeback. It is not always known at write up if the current problem the customer is having with their vehicle is actually a result of the vehicle not being fixed correctly the last time in. It is understandable that a service advisor...
PDI Debits on Vehicles Sold with Open Recalls - 10/02/2015
... GM that these recalls are completed both for safety reasons and the inconvenience of a new vehicle customer having to return to the dealership so soon after they purchased their vehicle to have a recall completed. Once debited, there will be no allowance...
The Ignition Switch Recall - 09/09/2014
... CylindersIn the event a dealer has pre-keyed a cylinder in anticipation of the customer returning and the customer does not return, the dealer may use the cylinder to service a different vehicle. Add the additional 2 keys to the job card along with 0.2...
November 2014 Recall Update - 10/31/2014
Customer Satisfaction Program 12187C: Automatic Crash Response System: The recall has been updated to extend the expiration date for the program to September 30, 2015. Dealers are instructed to reprogram the Sensing and Diagnostic Module (SDM). Safety ...
A Few Facts about Special Coverage Adjustments - 08/23/2016
... dealers. They will also contact the owner of the vehicle by mailing a letter. In the letter, the customer is told not to take their vehicle to their dealership unless they believe their vehicle has the condition described in the letter. Special coverage...
Android Upgrade Update - 04/28/2016
... April to assist dealers with identifying sold vehicles that are eligible for the upgrade. Retail customers were notified through mail and e-mail communication of the software upgrade and provided with a coupon for the complementary upgrade. Dealers must...
GM Parts Ordering - 04/28/2016
... backorder. There will be no shipping charges to the service agent with this type of order.CSO (Customer Special Order), is designed to provide expedited service for a part ordered to satisfy a customer's need, but not necessarily needed the next day....
April 2016 Recall Update - 04/08/2016
... assemblies to correct the condition for a period of 7 years and 6 months or 120,000 miles. Customer Satisfaction Program 15577: Interior Electrical Center Left End Cap Fuse Label Error: The 2015 Cadillac Escalade, Escalade ESV, Chevrolet Suburban,...
Technical Service Bulletins - 03/01/2016
... Furthermore, if the vehicle is equipped with aftermarket, non-GM, accessory wheels, this is a customer pay concern. From a technical standpoint the bulletin is informative, providing the technician with the necessary tools to address the customer's concern....
... only have five service bays, one of which is an alignment rack. On a very busy Friday, we had a customer come in for an oil change. He was an eldery man who required a wheel chair to get around. He asked if he could pull his vehicle into the shop...
Parts Warranties - 11/16/2020
... tend to believe me then. LOL If we replaced & installed a part that has failed and the customer had previously paid for the part then it is covered under a 24 month/unlimited mileage warranty.Now if we had replaced that same part under warranty...
Forum - 12/17/2020
... Document ID 5544075 on page 3 "If the Service Agent does not operate a shuttle service, then the customer may utilize public transportation (taxi, bus, train, ride sharing such as Lyft/Uber etc.) and submit original receipt(s) for reimbursement consideration...
What Would You Do - 01/21 - 12/29/2020
A customer’s 2012 Chevrolet Traverse was at the local dealership in late 2018 to address a leaking power steering gear. The technician performed the customer pay gear replacement, as well as flushing, and bleeding the power steering system, and...
June 2023 Recall Update - 05/23/2023
Customer Satisfaction Recall N222371151-05 Steering Wheel Replacement Retrofit: Due to the industry wide semiconductor shortage, the heat feature on the steering wheel is not functional on certain 2022 Cadillac CT4, CT5, XT5, XT6, Chevrolet Blazer, Suburban, ...
New Rental Policy Guidelines - 05/25/2022
... rental companies are just not an option at all. It is almost always a very negative experience for customers who have to leave their vehicle at a dealership for days, or even weeks, due to part shortages and not have a rental vehicle available. It is...
Prior to Repair Approvals - 05/25/2022
... prior to any repairs being made. Additionally, these three situations require separate approval. Customer Signature Not Available When a customer signs the job card, they are authorizing your dealership to not only repair their vehicle but to drive it...
Job Card Write-Up and Final Closeout - 05/25/2022
Service Policies and Procedures Manual Article 6.2.1 states that all customer and vehicle information is to be completed accurately at the time of job card write-up and must include the following: Job card open date indicating when the vehicle...
New Year, New Compliance Initiative - 01/04/2022
... practice, printing, and attaching to the job card. P&P Article 3.2.2 states that “all customer and vehicle information is to be completed accurately at the time of job card write-up”. Hand writing the in-service date on the job card after...
General Services Administration - 01/24/2023
... advertising plate or license plate frame on the vehicle. Once the PDI is complete, contact the customer that is noted in the upper right-hand corner of the Monroney label and establish a time for vehicle pick up. The customer should pick the vehicle...
GM Organizational Terms - 10/27/2020
... warranty coverage that are a result of a covered defect in materials or workmanship. Customer Enthusiasm - Vehicle repairs within both the time and mileage limitations of the applicable warranty coverage that are not the result of a covered defect...
Parts Warranty - 10/27/2020
Most General Motors parts and accessories offer a 24-month, unlimited milage warranty when purchased by the customer or the customer participates in an out of warranty repair. For parts that are dealer installed, the warranty is on both the part and labor....
2021 U-Courtesy Transportation Program - 06/29/2021
... U-Courtesy gives dealers the flexibility to use select used vehicles to take care of their customers during a period of low new car inventory. Chevrolet-Buick-GMC dealers: U-Courtesy vehicles may be provided to customers during overnight warranty repairs....
June 2014 Recall Update - 06/06/2014
... and relearn the brake pedal home position. Dealers will be advised when the recall bulletin and customer notification letter are scheduled for release. Upcoming Safety Recall 13146: Low-Beam Headlamps Inoperative: GM has announced the upcoming recall...
August 2014 Recall Update - 08/05/2014
... may occasionally contact the airbag terminals causing the airbag warning light to illuminate.Customer Satisfaction Program 13434C: Air Conditioning System Inoperative or Cools Intermittently: The recall bulletin has been updated to include a revision...
Reject of the Month - 11/18/2013
A customer contacted their local service department for assistance with a special coverage repair. At the time the customer called the vehicle was within the special coverage parameters of 10 years or 120,000 miles, based on the customer's "guesstimate"...
Comeback Repeat Repairs - 09/02/2015
... resulted in a chargeback. It is not always known at write up if the current problem the customer is having with their vehicle is actually a result of the vehicle not being fixed correctly the last time in. It is understandable that a service advisor...
PDI Debits on Vehicles Sold with Open Recalls - 10/02/2015
... GM that these recalls are completed both for safety reasons and the inconvenience of a new vehicle customer having to return to the dealership so soon after they purchased their vehicle to have a recall completed. Once debited, there will be no allowance...
The Ignition Switch Recall - 09/09/2014
... CylindersIn the event a dealer has pre-keyed a cylinder in anticipation of the customer returning and the customer does not return, the dealer may use the cylinder to service a different vehicle. Add the additional 2 keys to the job card along with 0.2...
November 2014 Recall Update - 10/31/2014
Customer Satisfaction Program 12187C: Automatic Crash Response System: The recall has been updated to extend the expiration date for the program to September 30, 2015. Dealers are instructed to reprogram the Sensing and Diagnostic Module (SDM). Safety ...
A Few Facts about Special Coverage Adjustments - 08/23/2016
... dealers. They will also contact the owner of the vehicle by mailing a letter. In the letter, the customer is told not to take their vehicle to their dealership unless they believe their vehicle has the condition described in the letter. Special coverage...
Android Upgrade Update - 04/28/2016
... April to assist dealers with identifying sold vehicles that are eligible for the upgrade. Retail customers were notified through mail and e-mail communication of the software upgrade and provided with a coupon for the complementary upgrade. Dealers must...
GM Parts Ordering - 04/28/2016
... backorder. There will be no shipping charges to the service agent with this type of order.CSO (Customer Special Order), is designed to provide expedited service for a part ordered to satisfy a customer's need, but not necessarily needed the next day....
April 2016 Recall Update - 04/08/2016
... assemblies to correct the condition for a period of 7 years and 6 months or 120,000 miles. Customer Satisfaction Program 15577: Interior Electrical Center Left End Cap Fuse Label Error: The 2015 Cadillac Escalade, Escalade ESV, Chevrolet Suburban,...
Technical Service Bulletins - 03/01/2016
... Furthermore, if the vehicle is equipped with aftermarket, non-GM, accessory wheels, this is a customer pay concern. From a technical standpoint the bulletin is informative, providing the technician with the necessary tools to address the customer's concern....
April 2017 Recall Update - 03/21/2017
... seated. Dealers are to seat the EPS connector wire seals on involved 2017 Buick LaCrosse vehicles. Customer Satisfaction Program 14648A: OnStar Inoperative/Vehicle Battery Discharged: The bulletin has been updated to extend the expiration date of the...
December 2017 Recall Update - 11/21/2017
... SPS Warranty Claim Code on the job card. The recall affects certain 2013-2016 Cadillac ATS sedans. Customer Satisfaction Recall 17206-02: Radio Module Software Update: Certain 2017 Cadillac CTS and CTS-V vehicles are involved in a recall that addresses...
Roadside Assistance Reminder - 10/24/2017
... would be the 5-year/60,000 mile powertrain coverage. While Roadside Assistance is explained in the customer’s owner’s manual, including the phone number for the Roadside Service Center, too few people actually read their owner’s manual...
Add On Repair Documentation Reminders - 09/27/2017
Any warranty or policy concern, including recalls and other Required Field Actions not initiated by a customer, cannot be added to the job card without both the service manager’s approval and the customer’s approval. Required Field Actions...
Maintenance Service Rejects - 07/23/2018
... services. While maintenance is covered for 2 years or 24,000 miles, whichever happens first, the customer only receives two service events. 2019 model years will only receive one service event. Service advisors should be verifying that the customer has...
Goodwill - 04/27/2011
... keys to properly applying a policy decision to a specific repair situation are to determine if the customer is deserving and loyal to the GM brand and if the repair is within your empowerment limits for policy decisions. Every customer is different and...
GM Service Policy & Procedures Updates - 10/14/2011
... and non-OEM lubricants and fluids are considered part of the service agent's cost of operation or customer pay and are not normally considered for reimbursement in a warranty transaction. GM brand fluids must be used, unless otherwise stated in a bulletin....
October 2011 Recall Update - 10/14/2011
... are to install a new design fuel level sensor. GM will pay 50% of the eligible repair and the customer is responsible for the remaining 50%. The special coverage policy has been updated to reflect an addition to the service procedure. A note has been...
The New Certified Pre-Owned Program - 09/19/2011
... signed by both the used car manager and the service manager. The white copy is to be given to the customer when the vehicle is sold; the gold copy is retained in the dealer's service file; the yellow copy goes in the dealers' sales file with the inspection...
Chevrolet 5-Year Protection Plus Package - 12/15/2011
Chevrolet sent private offers to 400,000 targeted customers to receive either $1,500 towards the purchase of select new Chevrolet vehicles or a Chevy 5-year Protection Plus package that includes:5 year/100,000 mile bumper-to-bumper extended warranty5...
Remanufactured and Refurbished Parts Disclosure - 12/15/2011
Customer pay repairs typically involve parts and labour. There isn't much negotiation when it comes to the labour costs; however, there are choices when choosing which grade of parts to install on the vehicle. Some customers may want a mid or lower grade ...
Aftermarket Service Contracts and Policy Repairs - 02/26/2013
... contract information to IVH more than a year ago. The intent is to help service advisors identify customers who have purchased a service contract other than GMPP. If GMPP was purchased, details of the contract are disclosed in IVH. In the service contract...
Empowerment: - 06/06/2012
... 50/50 splits, on the job card. Remember that whenever the transaction contains an adjustment or customer participation the entire repair must be calculated at warranty rates, NOT customer pay rates.Customer expectations, the type of repair, vehicle age...
Wheel Alignment Guidelines - 07/02/2012
... is 18 pages of alignment related information that focuses heavily on getting a good and accurate customer concern so that the technician can determine if a wheel alignment will correct what the customer is experiencing. It's a lengthy bulletin, but should...
Parts Sold Over-The-Counter - 07/02/2012
... for parts sold over-the-counter is for the part only; labour and towing are not covered.When a customer presents a part they purchased within the last 12 months to the parts department and tells the counter person it is defective, there is really no...
May 2012 Recall Update - 05/02/2012
... the body surface and the windshield. Dealers are to remove, reseal and reinstall the windshield.Customer Satisfaction Program 10287C - Premature Timing Chain Wear-Reprogram ECM: Bulletin revision to include later built 2009 model year vehicles. Involved...
2013 National Certified Service Retail Plan - 01/24/2013
... in 2012 and will continue in 2013 with a few changes. The most significant change is that the $5 reimbursement for the use of dexos1 oil with 2011 and newer vehicles has been discontinued. Beginning January 1st, 2013, no claims should be submitted using...
Dealer empowerment program - 10/24/2018
Certain policies must be followed when considering requests for customer assistance, whether the request is a result of an out of warranty situation or a non-warrantable failure. Familiarity with the proper tools and their usage is imperative to customer...
Concern Not Duplicated Labor Operations - 08/22/2017
... the end result being, they could not find anything defective. These labor operations are known as Customer Concern Not Duplicated, and if used, they require full service management approval with signature, date, time, and explanation prior to transaction...
Battery Policy Still In Effect - 10/26/2016
... reimbursements.Enter "CUS" in the labor dependency field for battery replacements handled as customer enthusiasm.Enter "damaged" or "stolen" in the labor dependency field for batteries that are damaged or stolen in transit. Valid with ZTPT transactions...
Infotainment System Upgrade - 04/08/2016
... vehicles. Dealers are instructed to perform the upgrade on vehicles in inventory, prior to sale to customers. The bulletin contains a special labor code for reimbursement on stock / inventory units. Involved retail owners will receive notification through...
Recall Best Practices - 09/09/2014
Floor plan reimbursement expenses should be submitted prior to the claim for the recall in order to avoid having to route the floor plan transaction for approval. Once the floor plan transaction has been accepted, submit the recall transaction.Do not...
Cadillac Recall 14352 - 08/05/2014
... reimbursed for the operation should equal the invoiced amount, not to exceed $250. The original customer letter must be retained by the dealer. A copy of the invoice for the service must be electronically attached to the transaction submission. ...
December 2015 Recall Update - 12/01/2015
... on November 12, 2013; on November 27, 2013, vehicles that were sold were closed in IVH by GM. The customers were not contacted. GM is now re-opening the sold vehicles in IVH. Customers will receive the two labels to complete the recall once they become...
Warranty Policy Deviations - 10/01/2013
... warranty transaction reviews have identified the following most common deviations.Missing customer signature and/or missing service management explanation. Article 1.6.2.6 states that, "each customer pay and warranty job card is to be signed by the customer...
... seated. Dealers are to seat the EPS connector wire seals on involved 2017 Buick LaCrosse vehicles. Customer Satisfaction Program 14648A: OnStar Inoperative/Vehicle Battery Discharged: The bulletin has been updated to extend the expiration date of the...
December 2017 Recall Update - 11/21/2017
... SPS Warranty Claim Code on the job card. The recall affects certain 2013-2016 Cadillac ATS sedans. Customer Satisfaction Recall 17206-02: Radio Module Software Update: Certain 2017 Cadillac CTS and CTS-V vehicles are involved in a recall that addresses...
Roadside Assistance Reminder - 10/24/2017
... would be the 5-year/60,000 mile powertrain coverage. While Roadside Assistance is explained in the customer’s owner’s manual, including the phone number for the Roadside Service Center, too few people actually read their owner’s manual...
Add On Repair Documentation Reminders - 09/27/2017
Any warranty or policy concern, including recalls and other Required Field Actions not initiated by a customer, cannot be added to the job card without both the service manager’s approval and the customer’s approval. Required Field Actions...
Maintenance Service Rejects - 07/23/2018
... services. While maintenance is covered for 2 years or 24,000 miles, whichever happens first, the customer only receives two service events. 2019 model years will only receive one service event. Service advisors should be verifying that the customer has...
Goodwill - 04/27/2011
... keys to properly applying a policy decision to a specific repair situation are to determine if the customer is deserving and loyal to the GM brand and if the repair is within your empowerment limits for policy decisions. Every customer is different and...
GM Service Policy & Procedures Updates - 10/14/2011
... and non-OEM lubricants and fluids are considered part of the service agent's cost of operation or customer pay and are not normally considered for reimbursement in a warranty transaction. GM brand fluids must be used, unless otherwise stated in a bulletin....
October 2011 Recall Update - 10/14/2011
... are to install a new design fuel level sensor. GM will pay 50% of the eligible repair and the customer is responsible for the remaining 50%. The special coverage policy has been updated to reflect an addition to the service procedure. A note has been...
The New Certified Pre-Owned Program - 09/19/2011
... signed by both the used car manager and the service manager. The white copy is to be given to the customer when the vehicle is sold; the gold copy is retained in the dealer's service file; the yellow copy goes in the dealers' sales file with the inspection...
Chevrolet 5-Year Protection Plus Package - 12/15/2011
Chevrolet sent private offers to 400,000 targeted customers to receive either $1,500 towards the purchase of select new Chevrolet vehicles or a Chevy 5-year Protection Plus package that includes:5 year/100,000 mile bumper-to-bumper extended warranty5...
Remanufactured and Refurbished Parts Disclosure - 12/15/2011
Customer pay repairs typically involve parts and labour. There isn't much negotiation when it comes to the labour costs; however, there are choices when choosing which grade of parts to install on the vehicle. Some customers may want a mid or lower grade ...
Aftermarket Service Contracts and Policy Repairs - 02/26/2013
... contract information to IVH more than a year ago. The intent is to help service advisors identify customers who have purchased a service contract other than GMPP. If GMPP was purchased, details of the contract are disclosed in IVH. In the service contract...
Empowerment: - 06/06/2012
... 50/50 splits, on the job card. Remember that whenever the transaction contains an adjustment or customer participation the entire repair must be calculated at warranty rates, NOT customer pay rates.Customer expectations, the type of repair, vehicle age...
Wheel Alignment Guidelines - 07/02/2012
... is 18 pages of alignment related information that focuses heavily on getting a good and accurate customer concern so that the technician can determine if a wheel alignment will correct what the customer is experiencing. It's a lengthy bulletin, but should...
Parts Sold Over-The-Counter - 07/02/2012
... for parts sold over-the-counter is for the part only; labour and towing are not covered.When a customer presents a part they purchased within the last 12 months to the parts department and tells the counter person it is defective, there is really no...
May 2012 Recall Update - 05/02/2012
... the body surface and the windshield. Dealers are to remove, reseal and reinstall the windshield.Customer Satisfaction Program 10287C - Premature Timing Chain Wear-Reprogram ECM: Bulletin revision to include later built 2009 model year vehicles. Involved...
2013 National Certified Service Retail Plan - 01/24/2013
... in 2012 and will continue in 2013 with a few changes. The most significant change is that the $5 reimbursement for the use of dexos1 oil with 2011 and newer vehicles has been discontinued. Beginning January 1st, 2013, no claims should be submitted using...
Dealer empowerment program - 10/24/2018
Certain policies must be followed when considering requests for customer assistance, whether the request is a result of an out of warranty situation or a non-warrantable failure. Familiarity with the proper tools and their usage is imperative to customer...
Concern Not Duplicated Labor Operations - 08/22/2017
... the end result being, they could not find anything defective. These labor operations are known as Customer Concern Not Duplicated, and if used, they require full service management approval with signature, date, time, and explanation prior to transaction...
Battery Policy Still In Effect - 10/26/2016
... reimbursements.Enter "CUS" in the labor dependency field for battery replacements handled as customer enthusiasm.Enter "damaged" or "stolen" in the labor dependency field for batteries that are damaged or stolen in transit. Valid with ZTPT transactions...
Infotainment System Upgrade - 04/08/2016
... vehicles. Dealers are instructed to perform the upgrade on vehicles in inventory, prior to sale to customers. The bulletin contains a special labor code for reimbursement on stock / inventory units. Involved retail owners will receive notification through...
Recall Best Practices - 09/09/2014
Floor plan reimbursement expenses should be submitted prior to the claim for the recall in order to avoid having to route the floor plan transaction for approval. Once the floor plan transaction has been accepted, submit the recall transaction.Do not...
Cadillac Recall 14352 - 08/05/2014
... reimbursed for the operation should equal the invoiced amount, not to exceed $250. The original customer letter must be retained by the dealer. A copy of the invoice for the service must be electronically attached to the transaction submission. ...
December 2015 Recall Update - 12/01/2015
... on November 12, 2013; on November 27, 2013, vehicles that were sold were closed in IVH by GM. The customers were not contacted. GM is now re-opening the sold vehicles in IVH. Customers will receive the two labels to complete the recall once they become...
Warranty Policy Deviations - 10/01/2013
... warranty transaction reviews have identified the following most common deviations.Missing customer signature and/or missing service management explanation. Article 1.6.2.6 states that, "each customer pay and warranty job card is to be signed by the customer...
Policy Repairs on Electronic Exchange Components - 07/03/2013
If a policy decision is being made for the replacement of an electronic exchange component, the mandatory minimum customer participation dollar amount cannot be applied as stated in bulletin 11-00-89-005. Since the exchange is sent to the service agent...
Corvette First Maintenance - 05/26/2021
The maintenance reimbursement amount on 2020 and newer Chevrolet Corvette (RPO LT2) has increased to $275. The effective date of the increase was May 1, 2021. The service includes an oil and filter change, transmission filter change, and a MPVI. The reimbursement...
Canadian Vehicles in the United States - 12/29/2020
... are likely to encounter a vehicle in for service that is a vehicle sold originally in Canada. The customer could be simply wintering in the U.S. or someone who bought a pre-owned vehicle that was originally sold in Canada. In either case, there are policy...
Chevrolet Complete Care Maintenance - 03/27/2020
... will continue to receive one maintenance visit within 12 months of delivery (24 months for Volt), reimbursement is processed in the Net/Miscellaneous field of the transaction, reimbursement includes an oil change, tire rotation, and MPVI, and the additional...
Recall Notes - 01/28/2020
Recall Disclosure: Certain recalls, such as N192269370 Winter Grille Cover Missing Front Camera Hole, contain a customer notice stating that even though the part necessary to complete the recall may be delayed, the vehicle may be delivered to the customer...
Add on Repairs - 01/21/2019
... paycheck. The two most common examples of add on repair situations are when: The customer contacts the service advisor to add another concern that was not mentioned at the time of job card write up. Or when a technician discovers a defect...
The Service Process - 06/26/2019
... the department may not perform to an acceptable level, leaving room for error or for unsatisfied customers. The entire service visit must run smoothly and effectively to ensure customer satisfaction with the quality of service they have received. Anything...
Policy Evaluation Tool Requirements - 04/22/2019
... develop a consistent decision-making practice that must be used for all Policy repairs offered to customers at General Motors dealerships. In other words, a GM customer can go to any dealership in the country for a policy repair and the outcome of the...
Employee Parts Discount Program - 09/26/2022
... employees may participate in the program. The program is available toward the purchase of eligible customer pay parts at GM participating dealerships with a minimum $25 value before discounts and taxes. Transactions are submitted through GWM with transaction...
Increased Rates for Maintenance - 07/27/2022
The Chevrolet Complete Care, GMC Pro Grade Protection, and Experience Buick Maintenance Programs increased the reimbursement rates for the included maintenance program, effective August 1, 2022. The rate increases were implemented to cover the rising...
Policy Repair Exceptions - 08/29/2023
... PET, a dollar amount that GM is willing to pay, with the balance expected to be paid by either the customer or the dealership is provided. There are two exceptions where a Policy repair cannot be offered to the customer: battery claims and tire claims....
Forum - 02/18/2022
... the advisor didn't get a copy of the registration. We do have a copy of the recall card that the customer received from GM reminding them of the airbag recall with their name and address on it with the vin. They came in for that and they also found that...
Forum - 01/25/2022
Hi FranB63: There are a few different reimbursements for the Tahoe, depending on the engine, as follows: RPO L83, L86 - Reimbursement $50 RPO L82, L84, L87 - Reimbursement $55 RPO LM2 - Reimbursement $79 Reference: SI Document 5532254
Forum - 10/24/2018
The home town dealer can submit a reimbursement claim for expenses up to $500 without prior authorization. Scan all receipts and a copy of the reimbursement check into the claim and keep in dealership's file also.
Service Management Approvals and Authorizations - 09/02/2022
... to first transaction submission include OLH, Straight Time exceeding 2 hours, Policy adjustments, customer reimbursements up to $ Vehicle payments up to $1,000 (labor operation 0600005), and Incidental expenses up to $500 (labor operation 0600015). Authorization...
Re: GMPP RADIOS AND CLUSTERS - 01/29/2009
Review Message VSS20060981 : GMPP reimbursement for Electronic Service Center components. When submitting for reimbursement to GMPP for a component available from an ESC, the applicable mark up is 25% of component cost, up to $100. Unlike standard warranty...
SPECIAL COVERAGE #10054 - 09/07/2011
Has anyone had to deal with this special policy yet ???? I have a customer that has had the repairs done (prior to this policy coming out) & now wants a reimbursement due to they received a letter in the mail from GM regarding new special policy. ***...
Re: GM FAMILY FIRST - 12/29/2011
... Z2297 ($15.00), Z2298 ($20.00) ZSSP Transaction Type DESCRIPTION: Starting March 14, 2011, Customer Care & Aftersales will launch a program that will offer all U.S. GM Salaried, Hourly and Retired employees a discount towards any customer pay...
Forum - 06/22/2017
I was unable to bring up 15284...was able to bring up 15824?? If this is the correct one, the letter sent to the customer states "if you have paid for repairs"...if she did not have work done, she didn't pay for repairs??? I would guess she's...
November2022 Recall Update - 10/28/2022
... operation. Dealers will inspect the wiper module and repair or replace as necessary. Customer Satisfaction Recall N212354520 Heated Vented Seats Retrofit Due to Chip Shortage: The total number of US vehicles involved in the program is 198,032...
February 2023 Recall Update - 01/24/2023
Customer Satisfaction Recall N212354520-04 Heated Seats: The recall bulletin has been updated to revise the correction, parts, warranty and service procedure. Models that are impacted by the update include certain 2022 Chevrolet Silverado 1500 LTD, Silverado ...
July 2019 Recall Update - 06/26/2019
... has been updated. The revision includes aligning the vehicle in the warranty information table. Customer Satisfaction Recall N182201300: Fuel Tank Sending Unit: Approximately 44 vehicles are involved in the recall program. The 2019 Cadillac XT4 vehicles...
April 2020 Recall Update - 03/27/2020
... Air Bag Inflator Replacement: The recall bulletins have been updated to include a copy of the customer letter. The recalls affect certain 2005-06 Saab 9-2X vehicles. Special Coverage N192216430 Airbag Light on Due to PPS Sensor Disconnect: Certain...
October 2020 Recall Update - 09/22/2020
... Vehicles included in the bulletin population are certain 2016 Chevrolet Camaro vehicles. Customer Satisfaction Recall N192285071-01 Tonneau Cover Retention: The recall has been revised to include updates to the warranty and service procedure sections....
Bulletin Updates - 08/30/2021
... amounts, the $1,000 reimbursement amount has been removed from the matrix. The acceptable customer signatures section has been updated to include a bullet pertaining to stock units. No additional service management authorization is necessary on...
If a policy decision is being made for the replacement of an electronic exchange component, the mandatory minimum customer participation dollar amount cannot be applied as stated in bulletin 11-00-89-005. Since the exchange is sent to the service agent...
Corvette First Maintenance - 05/26/2021
The maintenance reimbursement amount on 2020 and newer Chevrolet Corvette (RPO LT2) has increased to $275. The effective date of the increase was May 1, 2021. The service includes an oil and filter change, transmission filter change, and a MPVI. The reimbursement...
Canadian Vehicles in the United States - 12/29/2020
... are likely to encounter a vehicle in for service that is a vehicle sold originally in Canada. The customer could be simply wintering in the U.S. or someone who bought a pre-owned vehicle that was originally sold in Canada. In either case, there are policy...
Chevrolet Complete Care Maintenance - 03/27/2020
... will continue to receive one maintenance visit within 12 months of delivery (24 months for Volt), reimbursement is processed in the Net/Miscellaneous field of the transaction, reimbursement includes an oil change, tire rotation, and MPVI, and the additional...
Recall Notes - 01/28/2020
Recall Disclosure: Certain recalls, such as N192269370 Winter Grille Cover Missing Front Camera Hole, contain a customer notice stating that even though the part necessary to complete the recall may be delayed, the vehicle may be delivered to the customer...
Add on Repairs - 01/21/2019
... paycheck. The two most common examples of add on repair situations are when: The customer contacts the service advisor to add another concern that was not mentioned at the time of job card write up. Or when a technician discovers a defect...
The Service Process - 06/26/2019
... the department may not perform to an acceptable level, leaving room for error or for unsatisfied customers. The entire service visit must run smoothly and effectively to ensure customer satisfaction with the quality of service they have received. Anything...
Policy Evaluation Tool Requirements - 04/22/2019
... develop a consistent decision-making practice that must be used for all Policy repairs offered to customers at General Motors dealerships. In other words, a GM customer can go to any dealership in the country for a policy repair and the outcome of the...
Employee Parts Discount Program - 09/26/2022
... employees may participate in the program. The program is available toward the purchase of eligible customer pay parts at GM participating dealerships with a minimum $25 value before discounts and taxes. Transactions are submitted through GWM with transaction...
Increased Rates for Maintenance - 07/27/2022
The Chevrolet Complete Care, GMC Pro Grade Protection, and Experience Buick Maintenance Programs increased the reimbursement rates for the included maintenance program, effective August 1, 2022. The rate increases were implemented to cover the rising...
Policy Repair Exceptions - 08/29/2023
... PET, a dollar amount that GM is willing to pay, with the balance expected to be paid by either the customer or the dealership is provided. There are two exceptions where a Policy repair cannot be offered to the customer: battery claims and tire claims....
Forum - 02/18/2022
... the advisor didn't get a copy of the registration. We do have a copy of the recall card that the customer received from GM reminding them of the airbag recall with their name and address on it with the vin. They came in for that and they also found that...
Forum - 01/25/2022
Hi FranB63: There are a few different reimbursements for the Tahoe, depending on the engine, as follows: RPO L83, L86 - Reimbursement $50 RPO L82, L84, L87 - Reimbursement $55 RPO LM2 - Reimbursement $79 Reference: SI Document 5532254
Forum - 10/24/2018
The home town dealer can submit a reimbursement claim for expenses up to $500 without prior authorization. Scan all receipts and a copy of the reimbursement check into the claim and keep in dealership's file also.
Service Management Approvals and Authorizations - 09/02/2022
... to first transaction submission include OLH, Straight Time exceeding 2 hours, Policy adjustments, customer reimbursements up to $ Vehicle payments up to $1,000 (labor operation 0600005), and Incidental expenses up to $500 (labor operation 0600015). Authorization...
Re: GMPP RADIOS AND CLUSTERS - 01/29/2009
Review Message VSS20060981 : GMPP reimbursement for Electronic Service Center components. When submitting for reimbursement to GMPP for a component available from an ESC, the applicable mark up is 25% of component cost, up to $100. Unlike standard warranty...
SPECIAL COVERAGE #10054 - 09/07/2011
Has anyone had to deal with this special policy yet ???? I have a customer that has had the repairs done (prior to this policy coming out) & now wants a reimbursement due to they received a letter in the mail from GM regarding new special policy. ***...
Re: GM FAMILY FIRST - 12/29/2011
... Z2297 ($15.00), Z2298 ($20.00) ZSSP Transaction Type DESCRIPTION: Starting March 14, 2011, Customer Care & Aftersales will launch a program that will offer all U.S. GM Salaried, Hourly and Retired employees a discount towards any customer pay...
Forum - 06/22/2017
I was unable to bring up 15284...was able to bring up 15824?? If this is the correct one, the letter sent to the customer states "if you have paid for repairs"...if she did not have work done, she didn't pay for repairs??? I would guess she's...
November2022 Recall Update - 10/28/2022
... operation. Dealers will inspect the wiper module and repair or replace as necessary. Customer Satisfaction Recall N212354520 Heated Vented Seats Retrofit Due to Chip Shortage: The total number of US vehicles involved in the program is 198,032...
February 2023 Recall Update - 01/24/2023
Customer Satisfaction Recall N212354520-04 Heated Seats: The recall bulletin has been updated to revise the correction, parts, warranty and service procedure. Models that are impacted by the update include certain 2022 Chevrolet Silverado 1500 LTD, Silverado ...
July 2019 Recall Update - 06/26/2019
... has been updated. The revision includes aligning the vehicle in the warranty information table. Customer Satisfaction Recall N182201300: Fuel Tank Sending Unit: Approximately 44 vehicles are involved in the recall program. The 2019 Cadillac XT4 vehicles...
April 2020 Recall Update - 03/27/2020
... Air Bag Inflator Replacement: The recall bulletins have been updated to include a copy of the customer letter. The recalls affect certain 2005-06 Saab 9-2X vehicles. Special Coverage N192216430 Airbag Light on Due to PPS Sensor Disconnect: Certain...
October 2020 Recall Update - 09/22/2020
... Vehicles included in the bulletin population are certain 2016 Chevrolet Camaro vehicles. Customer Satisfaction Recall N192285071-01 Tonneau Cover Retention: The recall has been revised to include updates to the warranty and service procedure sections....
Bulletin Updates - 08/30/2021
... amounts, the $1,000 reimbursement amount has been removed from the matrix. The acceptable customer signatures section has been updated to include a bullet pertaining to stock units. No additional service management authorization is necessary on...
Certified Pre-Owned Maintenance Changes - 11/18/2013
... percent oil life remaining on the job card. Tire rotations are recommended at 7,500 miles, so for customer convenience, an oil change may be done at 7,500 miles even though the OLM system doesn't indicate an oil change is needed. CPO vehicles sold...
GWM: Program Information - 04/28/2016
... example, the Experience Buick Protection link provides the 2016 Experience Dealer Guide, Customer Acknowledgement Form, as well as the 2014/2015 versions. Select the 2016 Dealer Guide to view the program guidelines, including the maintenance component. The...
GM Employee Discount Program Extended - 02/17/2017
... year. The program offers all US GM salaried, hourly, and retired employees a discount towards any customer-pay service or parts purchase at participating US dealerships. Active employees and retirees that spend $25 or more in the service lane, in the...
Empowerment Part I - 02/17/2017
... empowerment. The terminology associated with the empowerment program, such as Goodwill, Policy, Customer Enthusiasm, and Warranty, have evolved over the years. The following provides the definitions of each of these keywords: Customer Enthusiasm Transaction:...
Lucky 7 Service Conquest Program - 01/22/2018
... transaction type indicates an owner loyalty type promotional program that is designed to bring customers into the dealership to generate sales. Customers typically receive some sort of free service such as an oil change payable to GM. In early...
June 2018 Recall Update - 05/22/2018
... Escalade ESV, Chevrolet Suburban, Tahoe, and GMC Yukon, Yukon XL vehicles are involved. Customer Satisfaction Recall 17386-01 SDGM and BYOM2+ Radio Software Updates: OnStar will remotely update vehicles through in-vehicle prompts from the radio...
The Standard Certified Pre-Owned 2 year or 30,000 Maintenance Plan - 01/24/2013
... maintenance, along with instructions on how the OLM system works, must be shared with your customers at the time of sale.The OLM system uses computer based software that determines when to change the oil based on engine operating conditions. The system...
The GM Service Policies and Procedures Manual Update - 11/05/2012
... to bring Cadillac specific vehicles into the service loaner program, utilized by both warranty and customer pay events. Article 1.5.11.7 contains details on a Customer Purchase ACDelco Battery situation. Policy adjustments may not be submitted for...
Pre-Delivery Inspection - 08/10/2010
... GM vehicles delivered to your dealership involves a comprehensive examination to ensure that your customers receive their new vehicle in perfect condition. Each vehicle has a specific PDI form that outlines what should be inspected and tested. The form...
Award Winning Cadillac - 04/27/2011
JD Power and Associates has named Cadillac a JD Power 2011 Customer Service Champion. This makes Cadillac one of 40 brands honored this year for outstanding customer service. The chosen service champions were selected from over 800 brands in 20 major...
Reject of the Month - 04/27/2011
Service departments see a variety of repairs each and every day. These repairs range from the average customer pay maintenance to complex warranty transactions. Part warranty transactions are just another type of transaction that dealerships handle daily....
Service Options - 04/12/2011
GM's new business model, Certified Service, is expected to steer more service customers to its dealerships. Automakers and dealers must focus on service and parts as a customer retention tool. GM has established an annual schedule for national service...
Basic Documentation - 01/19/2011
... between getting paid and getting rejected on every job card. We all know that mileage, VIN, and customer information is a must, but there are other areas that have a major impact in dealer reimbursement. Let's take a close look at basic job card details...
December 2011 Recall Update - 12/15/2011
... coverage has been updated to include 2008 Chevrolet Malibu vehicles equipped with a 2.4L engine. Customers may express concern with the illumination of the malfunction indicator lamp. The condition may be due to erosion of the mat within the catalytic...
GM Card Service, Parts, and Accessories Promotion - 12/15/2011
Select customers who have the GM credit card and service their vehicles at GM dealerships in the Northeast Region will be able to redeem a portion of their reward earnings on service work, or parts and accessories. This offer is for a limited time...
Aftermarket Service Contract Information - 11/17/2011
... information about a vehicle. When a vehicle is out of warranty, IVH will show whether or not your customer has purchased a GMPP service contract to cover the repairs they need performed on their vehicle. Beginning in October, IVH will now begin to show...
June 2011 Recall Update - 06/08/2011
Customer Satisfaction Recall 10037A - Unwanted Repeat Calls to OnStar: This recall bulletin has been revised to extend the expiration date to April 30, 2012. The recall affects certain 2002-2009 model year vehicles that are equipped with OnStar. Involved ...
Mileage In/Mileage Out - 08/09/2011
... necessary before and/or after to be sure the repair corrected the concern. The customer should be asked at write up for permission to test drive their vehicle. Some customers may not want their vehicle driven, especially with the price...
September 2011 Recall Update - 09/19/2011
... are to install a new design fuel level sensor. GM will pay 50% of the eligible repair and the customer is responsible for the remaining 50%. Submission details for customers with GMPP plans may be found within the latest release of the special coverage...
Where are the Manuals? - 03/11/2013
... operation to use for each maintenance service. It's important to note that this guide states that customers must have their maintenance under this program performed only at a Cadillac Certified Service dealership. Certified Pre-Owned Operations Guide...
Reject of the Month - 07/02/2012
... stated; "the intent of this information is to help your dealership service department identify customers who have purchased a contract that may help them with making repair decisions on their vehicles." Service advisors should be educated to review IVH...
Reject of the Month - 08/09/2012
... After the tech diagnosed the concern, the manager authorized the policy decision with $1,000 customer participation.The transaction was submitted with the transmission replacement operation, with other labour time and excessive parts for the repair....
Rear Seat Belt Cross Buckle Design Layout - 02/04/2010
... year and to include a seat belt part number. The bulletin has been issued to provide dealers and customers with the layout of the rear cross seat belt buckle design. The cross design was engineered to provide more comfort to the rear seat passengers...
Vehicle Policy - 03/11/2010
When it is determined that a policy decision should be offered to a customer in GWM, a ZREG transaction is submitted with authorization for "Beyond Warranty Limits" selected. The term vehicle policy was formerly referred to as Goodwill in the WINS system...
Glitzy Big City Store - 07/02/2010
... that were cast off during GM's bankruptcy. All dealerships, both big and small, will provide the customer service of a glitzy big city store. Cadillac recently finished number 2 for customer satisfaction with dealership sales and service in the JD Power...
... percent oil life remaining on the job card. Tire rotations are recommended at 7,500 miles, so for customer convenience, an oil change may be done at 7,500 miles even though the OLM system doesn't indicate an oil change is needed. CPO vehicles sold...
GWM: Program Information - 04/28/2016
... example, the Experience Buick Protection link provides the 2016 Experience Dealer Guide, Customer Acknowledgement Form, as well as the 2014/2015 versions. Select the 2016 Dealer Guide to view the program guidelines, including the maintenance component. The...
GM Employee Discount Program Extended - 02/17/2017
... year. The program offers all US GM salaried, hourly, and retired employees a discount towards any customer-pay service or parts purchase at participating US dealerships. Active employees and retirees that spend $25 or more in the service lane, in the...
Empowerment Part I - 02/17/2017
... empowerment. The terminology associated with the empowerment program, such as Goodwill, Policy, Customer Enthusiasm, and Warranty, have evolved over the years. The following provides the definitions of each of these keywords: Customer Enthusiasm Transaction:...
Lucky 7 Service Conquest Program - 01/22/2018
... transaction type indicates an owner loyalty type promotional program that is designed to bring customers into the dealership to generate sales. Customers typically receive some sort of free service such as an oil change payable to GM. In early...
June 2018 Recall Update - 05/22/2018
... Escalade ESV, Chevrolet Suburban, Tahoe, and GMC Yukon, Yukon XL vehicles are involved. Customer Satisfaction Recall 17386-01 SDGM and BYOM2+ Radio Software Updates: OnStar will remotely update vehicles through in-vehicle prompts from the radio...
The Standard Certified Pre-Owned 2 year or 30,000 Maintenance Plan - 01/24/2013
... maintenance, along with instructions on how the OLM system works, must be shared with your customers at the time of sale.The OLM system uses computer based software that determines when to change the oil based on engine operating conditions. The system...
The GM Service Policies and Procedures Manual Update - 11/05/2012
... to bring Cadillac specific vehicles into the service loaner program, utilized by both warranty and customer pay events. Article 1.5.11.7 contains details on a Customer Purchase ACDelco Battery situation. Policy adjustments may not be submitted for...
Pre-Delivery Inspection - 08/10/2010
... GM vehicles delivered to your dealership involves a comprehensive examination to ensure that your customers receive their new vehicle in perfect condition. Each vehicle has a specific PDI form that outlines what should be inspected and tested. The form...
Award Winning Cadillac - 04/27/2011
JD Power and Associates has named Cadillac a JD Power 2011 Customer Service Champion. This makes Cadillac one of 40 brands honored this year for outstanding customer service. The chosen service champions were selected from over 800 brands in 20 major...
Reject of the Month - 04/27/2011
Service departments see a variety of repairs each and every day. These repairs range from the average customer pay maintenance to complex warranty transactions. Part warranty transactions are just another type of transaction that dealerships handle daily....
Service Options - 04/12/2011
GM's new business model, Certified Service, is expected to steer more service customers to its dealerships. Automakers and dealers must focus on service and parts as a customer retention tool. GM has established an annual schedule for national service...
Basic Documentation - 01/19/2011
... between getting paid and getting rejected on every job card. We all know that mileage, VIN, and customer information is a must, but there are other areas that have a major impact in dealer reimbursement. Let's take a close look at basic job card details...
December 2011 Recall Update - 12/15/2011
... coverage has been updated to include 2008 Chevrolet Malibu vehicles equipped with a 2.4L engine. Customers may express concern with the illumination of the malfunction indicator lamp. The condition may be due to erosion of the mat within the catalytic...
GM Card Service, Parts, and Accessories Promotion - 12/15/2011
Select customers who have the GM credit card and service their vehicles at GM dealerships in the Northeast Region will be able to redeem a portion of their reward earnings on service work, or parts and accessories. This offer is for a limited time...
Aftermarket Service Contract Information - 11/17/2011
... information about a vehicle. When a vehicle is out of warranty, IVH will show whether or not your customer has purchased a GMPP service contract to cover the repairs they need performed on their vehicle. Beginning in October, IVH will now begin to show...
June 2011 Recall Update - 06/08/2011
Customer Satisfaction Recall 10037A - Unwanted Repeat Calls to OnStar: This recall bulletin has been revised to extend the expiration date to April 30, 2012. The recall affects certain 2002-2009 model year vehicles that are equipped with OnStar. Involved ...
Mileage In/Mileage Out - 08/09/2011
... necessary before and/or after to be sure the repair corrected the concern. The customer should be asked at write up for permission to test drive their vehicle. Some customers may not want their vehicle driven, especially with the price...
September 2011 Recall Update - 09/19/2011
... are to install a new design fuel level sensor. GM will pay 50% of the eligible repair and the customer is responsible for the remaining 50%. Submission details for customers with GMPP plans may be found within the latest release of the special coverage...
Where are the Manuals? - 03/11/2013
... operation to use for each maintenance service. It's important to note that this guide states that customers must have their maintenance under this program performed only at a Cadillac Certified Service dealership. Certified Pre-Owned Operations Guide...
Reject of the Month - 07/02/2012
... stated; "the intent of this information is to help your dealership service department identify customers who have purchased a contract that may help them with making repair decisions on their vehicles." Service advisors should be educated to review IVH...
Reject of the Month - 08/09/2012
... After the tech diagnosed the concern, the manager authorized the policy decision with $1,000 customer participation.The transaction was submitted with the transmission replacement operation, with other labour time and excessive parts for the repair....
Rear Seat Belt Cross Buckle Design Layout - 02/04/2010
... year and to include a seat belt part number. The bulletin has been issued to provide dealers and customers with the layout of the rear cross seat belt buckle design. The cross design was engineered to provide more comfort to the rear seat passengers...
Vehicle Policy - 03/11/2010
When it is determined that a policy decision should be offered to a customer in GWM, a ZREG transaction is submitted with authorization for "Beyond Warranty Limits" selected. The term vehicle policy was formerly referred to as Goodwill in the WINS system...
Glitzy Big City Store - 07/02/2010
... that were cast off during GM's bankruptcy. All dealerships, both big and small, will provide the customer service of a glitzy big city store. Cadillac recently finished number 2 for customer satisfaction with dealership sales and service in the JD Power...
Strategy Based Diagnosis - 09/25/2018
... situation. The steps in strategy based diagnosis are as follows: Understand and verify the customer’s concern. This will only be accomplished when service advisors take the time to get good information from the customer. Questions should always...
Disclosure Requirements - 11/21/2017
... recycled parts, or parts not supplied by General Motors, you must disclose this information to the customer. Customers who purchase a non-GM service contract must also be made aware of this fact. The intent of this disclosure is to clearly indicate that...
September 2017 Recall Update - 08/21/2017
Customer Satisfaction Program 16185: No Start or Loss of Propulsion: Approximately 14,500 vehicles are included in the recall program that addresses a condition with the high voltage interlock connector. To correct the condition the dealer is required ...
More on Add On Repairs - 03/21/2017
... aware of. If a defect was found during a multi-point inspection, verified by management and the customer did not have time to do the repair that day, or a part had to be ordered, it is still considered an add on repair when the customer returns at a...
Rental Policies - 10/26/2016
... reason for courtesy transportation, the type provided, date, times, and driver information. Rental reimbursement from an outside rental company is $38 per day; reimbursement for vehicles from the Courtesy Transportation Program is $42 for overnight repairs...
Tire Pressure Monitor - 09/27/2016
Fall is here and winter is just around the corner. As such, the service department may begin to see an increase of customers with concerns of their TPM light, or "low tire light," being on. To ensure that these customer concerns are addressed appropriately,...
May 2016 Recall Update - 04/28/2016
Customer Satisfaction Program 14284A: Upfitter Auxiliary Switches: The recall bulletin has been updated to increase the population, extend the expiration date, and revise the part information section. The recall will affect an additional 525 vehicles. ...
June 2016 Recall Update - 05/24/2016
... Prix; and 2006-2008 Saab 9-7x. Dealers are instructed to replace the HDM to correct the condition. Customer Satisfaction Recall 15488A: UBEC Engine Cooling Fan Relay Undersized: The recall program affects certain 2014-2016 Chevrolet Impala vehicles...
Consequential Damage - 06/27/2016
Getting a detailed customer concern documented on the job card is not only a GM requirement, it is essential that the technician completely understands what problems the customer is experiencing and wants to get corrected. Service advisors should listen...
Updates to the Dealer Empowerment Portal - 08/23/2016
... replacements using a non-GM partEngine, transmission, and transfer case replacement for customer satisfactionWhen DMA approval is required, the Warranty Support Center needs to see the form showing the DMA's approval when the transaction is submitted...
Engineering Information Bulletins - 07/28/2016
... Vehicle History are two applications in GlobalConnect that detail important information about a customer's vehicle. Whenever a customer brings their vehicle into your dealership, these applications must be used to review information about the vehicle....
Recalls That Expire - 03/01/2016
GM will announce to service agents and customers a situation that involves a product concern or regulatory requirement applicable to specific vehicles requiring an inspection or repair. The common term for this action is called a "recall". The official...
The User Options Tab - 12/09/2013
... service manager would like to analyze the number and dollar amount of transactions that involved customer/service agent participation amount, with the total amount paid by GM.Customer/Service Agent Participation Amount and Total Amount have been selected...
One Labour Code or Two: - 05/14/2013
... product failures to GM.The first paragraph in this bulletin states: "In rare situations, one customer concern can result in the need to repair/replace two or more components. When this occurs, it's sometimes unclear which labor code(s) should be applied...
Dealer Branded Prepaid Maintenance - 07/03/2013
Studies have shown that dealer branded prepaid maintenance programs that are 100% funded by customers are boosting service revenue by 15% and customer retention to 60% and higher. It has also been found that 90% or more of the customers purchasing the...
June 2013 Recall Update - 06/19/2013
Customer Satisfaction Program 11160B: Loss of Air Conditioning-Reprogram Body Control Module-Revised: The program has been updated to extend the expiration date to September 30, 2013. Certain 2011 Chevrolet Camaro vehicles may have a condition in which ...
Increase In Sales - 05/09/2014
GM posted an 8 percent increase in retail sales last month and a 7 percent gain overall. Customers that have been affected by the ignition switch recall were initially offered a $500 discount toward the purchase of a new vehicle. GM is now allowing those...
January 2014 Recall Update - 01/10/2014
... Vacuum Micro Switch: This recall was announced in late October, 2013. Due to part availability, customers are contacted in phases. Customers located in higher elevation states were included in the first phase, due to an increased susceptibility to possible...
Parts and Accessories and Lifetime Parts Warranty - 01/10/2014
... regarding this warranty are:GM recommends that job cards state the warranty coverage so that the customer has the warranty coverage in writing.ZPTI is the transaction type used when processing a part warranty for an installed part. ZPTC is the transaction...
Windshield Replacements - 02/27/2014
... markup, except when DMA authorization is obtained. When a non-GM windshield is installed, the customer must be informed and notes supporting the non-GM glass documented on the job card. Bulletin 05-08-48-001 ...
Labour Code Application - 01/28/2014
... we thought it was a good time to review the proper procedures for labour code application.Each customer concern should result in one repair, unless otherwise directed by a service bulletin. Any exceptions must be brought to the attention of service management...
APO and Trailer Lighting Reminder - 12/01/2015
If a customer brings a vehicle to the service department with either the Accessory Power Outlet or Trailer Lighting systems inoperative due to an open fuse, and a problem is not identified with the vehicle, it is reasonable to suspect that something the...
Non-GM Parts Require DMA Approval - 10/23/2015
... used parts is prohibited as well. If a non-GM part is approved by the service agent's DMA and the customer, the Disclosure of non-GM Products form found in the Policy and Procedures manual, article 5.3.1, should be utilized to properly disclose the use...
Recall 14294 - 03/26/2015
In the unusual event you order and prepare key assemblies for a customer and the customer subsequently refuses completion of the recall, dealers are instructed to claim parts and labor. Submit a ZREG transaction using labor operation 6410070, check the...
July 2015 Recall Update - 06/30/2015
... Cruze vehicles equipped with a 1.4L DOHC turbo engine and a 6T40 FWD automatic transmission.Customer Satisfaction Program 13322B: Navigation Radio Loss of Customer Settings: The bulletin has been revised to include the 2012 model year Cadillac SRX vehicles...
... situation. The steps in strategy based diagnosis are as follows: Understand and verify the customer’s concern. This will only be accomplished when service advisors take the time to get good information from the customer. Questions should always...
Disclosure Requirements - 11/21/2017
... recycled parts, or parts not supplied by General Motors, you must disclose this information to the customer. Customers who purchase a non-GM service contract must also be made aware of this fact. The intent of this disclosure is to clearly indicate that...
September 2017 Recall Update - 08/21/2017
Customer Satisfaction Program 16185: No Start or Loss of Propulsion: Approximately 14,500 vehicles are included in the recall program that addresses a condition with the high voltage interlock connector. To correct the condition the dealer is required ...
More on Add On Repairs - 03/21/2017
... aware of. If a defect was found during a multi-point inspection, verified by management and the customer did not have time to do the repair that day, or a part had to be ordered, it is still considered an add on repair when the customer returns at a...
Rental Policies - 10/26/2016
... reason for courtesy transportation, the type provided, date, times, and driver information. Rental reimbursement from an outside rental company is $38 per day; reimbursement for vehicles from the Courtesy Transportation Program is $42 for overnight repairs...
Tire Pressure Monitor - 09/27/2016
Fall is here and winter is just around the corner. As such, the service department may begin to see an increase of customers with concerns of their TPM light, or "low tire light," being on. To ensure that these customer concerns are addressed appropriately,...
May 2016 Recall Update - 04/28/2016
Customer Satisfaction Program 14284A: Upfitter Auxiliary Switches: The recall bulletin has been updated to increase the population, extend the expiration date, and revise the part information section. The recall will affect an additional 525 vehicles. ...
June 2016 Recall Update - 05/24/2016
... Prix; and 2006-2008 Saab 9-7x. Dealers are instructed to replace the HDM to correct the condition. Customer Satisfaction Recall 15488A: UBEC Engine Cooling Fan Relay Undersized: The recall program affects certain 2014-2016 Chevrolet Impala vehicles...
Consequential Damage - 06/27/2016
Getting a detailed customer concern documented on the job card is not only a GM requirement, it is essential that the technician completely understands what problems the customer is experiencing and wants to get corrected. Service advisors should listen...
Updates to the Dealer Empowerment Portal - 08/23/2016
... replacements using a non-GM partEngine, transmission, and transfer case replacement for customer satisfactionWhen DMA approval is required, the Warranty Support Center needs to see the form showing the DMA's approval when the transaction is submitted...
Engineering Information Bulletins - 07/28/2016
... Vehicle History are two applications in GlobalConnect that detail important information about a customer's vehicle. Whenever a customer brings their vehicle into your dealership, these applications must be used to review information about the vehicle....
Recalls That Expire - 03/01/2016
GM will announce to service agents and customers a situation that involves a product concern or regulatory requirement applicable to specific vehicles requiring an inspection or repair. The common term for this action is called a "recall". The official...
The User Options Tab - 12/09/2013
... service manager would like to analyze the number and dollar amount of transactions that involved customer/service agent participation amount, with the total amount paid by GM.Customer/Service Agent Participation Amount and Total Amount have been selected...
One Labour Code or Two: - 05/14/2013
... product failures to GM.The first paragraph in this bulletin states: "In rare situations, one customer concern can result in the need to repair/replace two or more components. When this occurs, it's sometimes unclear which labor code(s) should be applied...
Dealer Branded Prepaid Maintenance - 07/03/2013
Studies have shown that dealer branded prepaid maintenance programs that are 100% funded by customers are boosting service revenue by 15% and customer retention to 60% and higher. It has also been found that 90% or more of the customers purchasing the...
June 2013 Recall Update - 06/19/2013
Customer Satisfaction Program 11160B: Loss of Air Conditioning-Reprogram Body Control Module-Revised: The program has been updated to extend the expiration date to September 30, 2013. Certain 2011 Chevrolet Camaro vehicles may have a condition in which ...
Increase In Sales - 05/09/2014
GM posted an 8 percent increase in retail sales last month and a 7 percent gain overall. Customers that have been affected by the ignition switch recall were initially offered a $500 discount toward the purchase of a new vehicle. GM is now allowing those...
January 2014 Recall Update - 01/10/2014
... Vacuum Micro Switch: This recall was announced in late October, 2013. Due to part availability, customers are contacted in phases. Customers located in higher elevation states were included in the first phase, due to an increased susceptibility to possible...
Parts and Accessories and Lifetime Parts Warranty - 01/10/2014
... regarding this warranty are:GM recommends that job cards state the warranty coverage so that the customer has the warranty coverage in writing.ZPTI is the transaction type used when processing a part warranty for an installed part. ZPTC is the transaction...
Windshield Replacements - 02/27/2014
... markup, except when DMA authorization is obtained. When a non-GM windshield is installed, the customer must be informed and notes supporting the non-GM glass documented on the job card. Bulletin 05-08-48-001 ...
Labour Code Application - 01/28/2014
... we thought it was a good time to review the proper procedures for labour code application.Each customer concern should result in one repair, unless otherwise directed by a service bulletin. Any exceptions must be brought to the attention of service management...
APO and Trailer Lighting Reminder - 12/01/2015
If a customer brings a vehicle to the service department with either the Accessory Power Outlet or Trailer Lighting systems inoperative due to an open fuse, and a problem is not identified with the vehicle, it is reasonable to suspect that something the...
Non-GM Parts Require DMA Approval - 10/23/2015
... used parts is prohibited as well. If a non-GM part is approved by the service agent's DMA and the customer, the Disclosure of non-GM Products form found in the Policy and Procedures manual, article 5.3.1, should be utilized to properly disclose the use...
Recall 14294 - 03/26/2015
In the unusual event you order and prepare key assemblies for a customer and the customer subsequently refuses completion of the recall, dealers are instructed to claim parts and labor. Submit a ZREG transaction using labor operation 6410070, check the...
July 2015 Recall Update - 06/30/2015
... Cruze vehicles equipped with a 1.4L DOHC turbo engine and a 6T40 FWD automatic transmission.Customer Satisfaction Program 13322B: Navigation Radio Loss of Customer Settings: The bulletin has been revised to include the 2012 model year Cadillac SRX vehicles...
Cross-Line Warranty - 07/29/2015
... repairs on a vehicle that is not of the same franchise. Prior to the year 2000, if a Buick customer wanted to take their vehicle to a Chevrolet dealership for warranty repairs, the Chevrolet dealership had no means of getting reimbursed. With the addition...
Bulletin 04-00-89-015J: - 03/26/2015
... Procedures document is an integral part of the warranty process at the dealership level. The customer signature continues to be one of the most often missed pieces of information on the warranty job card. The customer's signature authorizes the...
Dealer Case Management System - 04/29/2020
... within GlobalConnect (App Center) and allows dealers to view, add, and update their Voice of Customer (VOC), Customer Assistance Center (CAC), and Technical Assistance Center (TAC) cases. DCM increases the speed and efficiency of case management resulting...
The Basics - 06/23/2020
... claim prior to submission to confirm that the little/seemingly insignificant things are complete: customer signature on the Authorization to Perform Repair line, 3 C’s thoroughly and clearly support the repair, including the percent of oil life...
July 2020 Recall Update - 06/23/2020
... engine. The bulletin has been updated to allow all states to perform the repair and to include the customer letter. Safety Recall N182206311-05 Diesel Engine Block Heater Cord: The recall affects certain 2017-19 Chevrolet Silverado 2500/3500, 2017-19...
When the Tow Bill Exceeds the Limit - 01/03/2020
... closest GM dealership. Use of GM Roadside Assistance is definitely encouraged to facilitate customer towing needs, but it isn’t always a practical solution. Depending on what part of the country you are in, Roadside Assistance can be a quick...
Reject of the Month - September 2019 - 08/27/2019
... after a warranty review. https://www.jlwarranty.com/Community/Videos/135/Warranty%20Briefs:%20Customer%20Signatures Missing customer signature. Signing a job card should be so automatic that service advisors ask for it without any thought going into...
Cadillac Moments Goodwill Tool - 05/29/2019
... situations, whether the vehicle is in warranty or not, by the dealer as a means of providing customers with an unforgettable experience. There is a $500 maximum for retail use of the labor operation, which may be used to purchase a gift card for a spa...
CPO Warranty Coverage - 03/26/2019
... frequency is still based on the Oil Life Monitoring System (OLM); however, for convenience, the customer may have their oil changed regardless of the percent remaining if they are due for a tire rotation. Tire rotations are recommended at 7,500 miles....
Roadside Assistance - 03/27/2019
... Assistance are available throughout the owner’s Powertrain warranty. There are three ways a customer can contact Roadside Assistance: By phone with 24-hour, 7 days a week access via toll-free phone assistance lines, the owner’s myBrand App,...
3 C's - 01/04/2023
... and subject to charge back in an audit situation. Much like a book, there is a beginning (the Customer Concern); the body (the Cause of Failure); and finally the ending (the Correction). What would a good book be without a beginning, middle, or end?...
Reject of the Month - April 2023 - 03/23/2023
... recent MOR’s we have taken note of the following compliance trends with the process: Customer Signatures: Compliance concerns with missing customer signatures are becoming more prevalent with Service Agent owned vehicles. When servicing a Service...
Retrofit Campaigns - 10/28/2022
It is expected that all customers impacted by the Heated and Ventilated Seat shortage should be eligible for retrofit by the end of 2022. With the remaining extensive volume of vehicles, actual vehicle completions will continue into the beginning of 2023....
June 2022 Recall Update - 05/25/2022
... status. The recall affects certain 2020-22 Chevrolet Bolt EV and 2022 Bolt EUV vehicles. Customer Satisfaction Recall N212351810 Both Driver and Passenger Rear Wheelhouse Shy Sealer: Approximately 489 vehicles are involved in the recall that addresses...
Labor Operations for Single Failures and Consequential Damage - 05/23/2023
A single customer concern generally results in a single repair. However, there are times when a single customer concern ends up requiring more than one repair to correct that concern. Examples include: One fluid leak concern, but more than one...
Add on Repairs - 04/25/2023
The two most common examples of add on repair situations are when: The customer contacts the service advisor to add another concern that was not mentioned at the time of job card write up. Or when a technician discovers a defect that is not noted...
Reject of the Month - April 2024 - 03/23/2024
... recent MOR’s we have taken note of the following compliance trends with the process: Customer Signatures: Compliance concerns with missing customer signatures are becoming more prevalent with Service Agent owned vehicles. When servicing a Service...
Forum - 02/06/2024
... tow service on their own, they should have called roadside or given the number for roadside to the customer to call themselves. Kudos to them for stepping up for their customer but they should educate their staff. A jump start and leaving the car in...
What Would You Do? - 12/23 - 11/29/2023
... their selling dealership after the vehicle would not start. The dealership sent a tow truck to the customer’s home to tow the truck to the service department for diagnosis and repair. When the tow truck driver arrived at the customer’s...
What Would You Do? - 12/23 - 11/29/2023
... their selling dealership after the vehicle would not start. The dealership sent a tow truck to the customer's home to tow the truck to the service department for diagnosis and repair. When the tow truck driver arrived at the customer's home it was...
Forum - 01/28/2019
I would treat like any other warranty claim and put in the customers concern.
Forum - 01/29/2019
I did find the answer out. The complaint is No Customer Complaint #0090.
TINT ON REPLACED WINDOW - 02/04/2019
I should know this but it's been so long since we had a window replacement. Customer came in with scratched glass on a side door window. Tech couldn't find any cause so we are replacing it under warranty, possibly customer enthusiasm. We, the dealer,...
"Special Circumstances" Rental Help - 03/08/2019
... diagnose condition. At this time we are waiting for an engineer to come and inspect. Customer is in a rental at this time. Rental is a car. Customer needs a truck with the ability to pull a U-haul. Customer works off and...
Forum - 05/24/2018
... effective 10/1/2018, pertains to the model year for rental units that are eligible for reimbursement. From the Bulletin: Other Related Policies: To qualify for rental reimbursement, rental units must be no more than two model years old (consistent...
... repairs on a vehicle that is not of the same franchise. Prior to the year 2000, if a Buick customer wanted to take their vehicle to a Chevrolet dealership for warranty repairs, the Chevrolet dealership had no means of getting reimbursed. With the addition...
Bulletin 04-00-89-015J: - 03/26/2015
... Procedures document is an integral part of the warranty process at the dealership level. The customer signature continues to be one of the most often missed pieces of information on the warranty job card. The customer's signature authorizes the...
Dealer Case Management System - 04/29/2020
... within GlobalConnect (App Center) and allows dealers to view, add, and update their Voice of Customer (VOC), Customer Assistance Center (CAC), and Technical Assistance Center (TAC) cases. DCM increases the speed and efficiency of case management resulting...
The Basics - 06/23/2020
... claim prior to submission to confirm that the little/seemingly insignificant things are complete: customer signature on the Authorization to Perform Repair line, 3 C’s thoroughly and clearly support the repair, including the percent of oil life...
July 2020 Recall Update - 06/23/2020
... engine. The bulletin has been updated to allow all states to perform the repair and to include the customer letter. Safety Recall N182206311-05 Diesel Engine Block Heater Cord: The recall affects certain 2017-19 Chevrolet Silverado 2500/3500, 2017-19...
When the Tow Bill Exceeds the Limit - 01/03/2020
... closest GM dealership. Use of GM Roadside Assistance is definitely encouraged to facilitate customer towing needs, but it isn’t always a practical solution. Depending on what part of the country you are in, Roadside Assistance can be a quick...
Reject of the Month - September 2019 - 08/27/2019
... after a warranty review. https://www.jlwarranty.com/Community/Videos/135/Warranty%20Briefs:%20Customer%20Signatures Missing customer signature. Signing a job card should be so automatic that service advisors ask for it without any thought going into...
Cadillac Moments Goodwill Tool - 05/29/2019
... situations, whether the vehicle is in warranty or not, by the dealer as a means of providing customers with an unforgettable experience. There is a $500 maximum for retail use of the labor operation, which may be used to purchase a gift card for a spa...
CPO Warranty Coverage - 03/26/2019
... frequency is still based on the Oil Life Monitoring System (OLM); however, for convenience, the customer may have their oil changed regardless of the percent remaining if they are due for a tire rotation. Tire rotations are recommended at 7,500 miles....
Roadside Assistance - 03/27/2019
... Assistance are available throughout the owner’s Powertrain warranty. There are three ways a customer can contact Roadside Assistance: By phone with 24-hour, 7 days a week access via toll-free phone assistance lines, the owner’s myBrand App,...
3 C's - 01/04/2023
... and subject to charge back in an audit situation. Much like a book, there is a beginning (the Customer Concern); the body (the Cause of Failure); and finally the ending (the Correction). What would a good book be without a beginning, middle, or end?...
Reject of the Month - April 2023 - 03/23/2023
... recent MOR’s we have taken note of the following compliance trends with the process: Customer Signatures: Compliance concerns with missing customer signatures are becoming more prevalent with Service Agent owned vehicles. When servicing a Service...
Retrofit Campaigns - 10/28/2022
It is expected that all customers impacted by the Heated and Ventilated Seat shortage should be eligible for retrofit by the end of 2022. With the remaining extensive volume of vehicles, actual vehicle completions will continue into the beginning of 2023....
June 2022 Recall Update - 05/25/2022
... status. The recall affects certain 2020-22 Chevrolet Bolt EV and 2022 Bolt EUV vehicles. Customer Satisfaction Recall N212351810 Both Driver and Passenger Rear Wheelhouse Shy Sealer: Approximately 489 vehicles are involved in the recall that addresses...
Labor Operations for Single Failures and Consequential Damage - 05/23/2023
A single customer concern generally results in a single repair. However, there are times when a single customer concern ends up requiring more than one repair to correct that concern. Examples include: One fluid leak concern, but more than one...
Add on Repairs - 04/25/2023
The two most common examples of add on repair situations are when: The customer contacts the service advisor to add another concern that was not mentioned at the time of job card write up. Or when a technician discovers a defect that is not noted...
Reject of the Month - April 2024 - 03/23/2024
... recent MOR’s we have taken note of the following compliance trends with the process: Customer Signatures: Compliance concerns with missing customer signatures are becoming more prevalent with Service Agent owned vehicles. When servicing a Service...
Forum - 02/06/2024
... tow service on their own, they should have called roadside or given the number for roadside to the customer to call themselves. Kudos to them for stepping up for their customer but they should educate their staff. A jump start and leaving the car in...
What Would You Do? - 12/23 - 11/29/2023
... their selling dealership after the vehicle would not start. The dealership sent a tow truck to the customer’s home to tow the truck to the service department for diagnosis and repair. When the tow truck driver arrived at the customer’s...
What Would You Do? - 12/23 - 11/29/2023
... their selling dealership after the vehicle would not start. The dealership sent a tow truck to the customer's home to tow the truck to the service department for diagnosis and repair. When the tow truck driver arrived at the customer's home it was...
Forum - 01/28/2019
I would treat like any other warranty claim and put in the customers concern.
Forum - 01/29/2019
I did find the answer out. The complaint is No Customer Complaint #0090.
TINT ON REPLACED WINDOW - 02/04/2019
I should know this but it's been so long since we had a window replacement. Customer came in with scratched glass on a side door window. Tech couldn't find any cause so we are replacing it under warranty, possibly customer enthusiasm. We, the dealer,...
"Special Circumstances" Rental Help - 03/08/2019
... diagnose condition. At this time we are waiting for an engineer to come and inspect. Customer is in a rental at this time. Rental is a car. Customer needs a truck with the ability to pull a U-haul. Customer works off and...
Forum - 05/24/2018
... effective 10/1/2018, pertains to the model year for rental units that are eligible for reimbursement. From the Bulletin: Other Related Policies: To qualify for rental reimbursement, rental units must be no more than two model years old (consistent...
VEHICLE PAYMENT EXPENSE - 04/26/2018
CUSTOMERS TRUCK PAYMENT MADE BECAUSE HIS TRUCK IN SHOP FOR 48 DAYSFormat: Article
Forum - 04/26/2018
Ok, this tells me that I still need management approval...but what about the requirements for customer approval on all added operation lines(customer approved, date, and time)?
Forum - 11/19/2019
... with the accurate repair total (at warranty rate). If the PET returns a $0 GM participation / $100 customer participation, the customer may elect to decline the repair, at which point the customer has previously agreed to the diagnostic charge (or at...
Forum - 01/17/2020
I ran one with customer participation and claimed the 45.00 adm. allowance and it paid.
Heater Block Cord Recall - 01/29/2020
... it. Now that the part is available (to the cold weather states only) it says to just tell the customer not to use it and not perform the disconnect unless the customer requested it. So my question now is if the customer requests it and I claim the...
Cadillac dealership with Drac if no Drac available - 02/25/2020
We are a Drac dealership. Where in P&P is there information about Cadillac customers? Are they suppose to receive a loaner every time they come in for service? Most of our Cadillac customers think they are suppose to receive a vehicle even for oil changes...
Back ordered parts that are a safety concern. - 02/26/2020
We have a customer with a nationaly back order part with only 2 available in the country. The vehicle can not be driven until the repair is complete. Our GM asked if we can remove the part from an inventory unit and place it on the customers vehicle,...
Labor on ACDelco Warranty Battery Replacements - 05/02/2019
Hi,Just wondering if anyone charges the customer for the labor on ACDelco warranty replacements?
ZPTC or ZPTI - 04/04/2019
... Transmission was purchased from us by a parts store (3/8/2017). I'm guessing our customer purchased the transmission from them. Customer installed. I'm thinking this should be a ZPTC and the labor is not included, but others here are...
EarlyBird/Night Drop authorization ? - 03/21/2019
Just want to verify what I think I am reading...we used to have to get Management approval on repair orders where the customer filled out the Night drop Envelope, but NOT completely. Our envelopes do NOT have the required field of "Complete VIN",...
Forum - 07/31/2021
... make, and model you are dealing with? What is the failure and elaborate on your situation. Is the customer looking for courtesy transportation, reimbursement of expenses while traveling? I'm sure if you can provide some level of detail there are...
Forum - 07/28/2022
Hi Bill! Thanks for posting! The release of the maintenance reimbursement update for 8/1/22 has not been a smooth one for sure. I am hopeful that by Monday (8/1) the "bugs" will be worked out---fingers crossed. It does appear as though the upcoming...
Forum - 06/27/2022
When the customer participates (partial Policy adjustment) the customer receives the full warranty applicable to the part or accessory installed (e.g. 24 months/unlimited miles).
Forum - 09/06/2023
I would do it as a second line related to the customer's original concern. Additionally you need to have your SM talk to your advisors about putting a tech in the car with a customer for ANY noise concerns. I can't tell you how many times the tech fixes...
Forum - 09/07/2023
Customer gets full amount and you would submit claim and write off the difference.
Forum - 01/13/2021
2069939: Keyless Entry/Theft Alarm/Memory Seats/Lighting/Power Windows - Customer Concern Not Duplicated
Forum - 09/09/2020
... In doing more digging on this, I have a question about our Night Drop Envelopes...does the Customer Authorization have to be the exact Customer Authorization that is in P&P 6.2.2 ? If it has to be exact, I'm guessing any Envelope signed with...
Early Bird Envelopes - pg 2 of Sept 2020 JLWarranty News - 08/27/2020
... correctly...it states, "If service requests are not listed on the early bird or drop off form, the customer's requests, based on the appointment or customer contact, are considered add on repairs and would require appropriate Service Management authorization...
Forum - 07/17/2020
I love it when they do that for a customer-originated concern, giving me a recall opcode!
First oil change out by time. - 06/24/2021
We have a customer that is out by time on the first and only oil change. How would something like this be submitted? Or can it? BTW... its a vette customer... Customer enthusiasm? Or Policy maybe?
Forum - 04/16/2021
We switched to Hertz for that very same reason. Hertz will rent for the 38 per day rate- unless the customer needs a bigger vehicle (tahoe/suburban) then they charge 50. This price hike is a very sore subject with me as we have had to...
Forum - 10/14/2021
From P&P: Any warranty/policy concern not expressed orally or in writing by the customer at initial write-up must be first inspected and verified by the service manager before it is added to the job card. Once the service manager determines that the...
Forum - 09/28/2021
We cover this for customer satisfaction, but technically it is either because the tech did something wrong or the customer is abusing their brakes. Try to explain that to an angry customer though.
Forum - 07/21/2017
... have yet to figure out why we need Management approval to add a recall line to a customer owned vehicle job card? Seems ridiculous to me...majority of the time the customer is not going to have a concern, and they want recalls always...
powertrain coverage - 09/21/2017
need help in determining if customer issue is covered under powertrainFormat: Other
CUSTOMERS TRUCK PAYMENT MADE BECAUSE HIS TRUCK IN SHOP FOR 48 DAYSFormat: Article
Forum - 04/26/2018
Ok, this tells me that I still need management approval...but what about the requirements for customer approval on all added operation lines(customer approved, date, and time)?
Forum - 11/19/2019
... with the accurate repair total (at warranty rate). If the PET returns a $0 GM participation / $100 customer participation, the customer may elect to decline the repair, at which point the customer has previously agreed to the diagnostic charge (or at...
Forum - 01/17/2020
I ran one with customer participation and claimed the 45.00 adm. allowance and it paid.
Heater Block Cord Recall - 01/29/2020
... it. Now that the part is available (to the cold weather states only) it says to just tell the customer not to use it and not perform the disconnect unless the customer requested it. So my question now is if the customer requests it and I claim the...
Cadillac dealership with Drac if no Drac available - 02/25/2020
We are a Drac dealership. Where in P&P is there information about Cadillac customers? Are they suppose to receive a loaner every time they come in for service? Most of our Cadillac customers think they are suppose to receive a vehicle even for oil changes...
Back ordered parts that are a safety concern. - 02/26/2020
We have a customer with a nationaly back order part with only 2 available in the country. The vehicle can not be driven until the repair is complete. Our GM asked if we can remove the part from an inventory unit and place it on the customers vehicle,...
Labor on ACDelco Warranty Battery Replacements - 05/02/2019
Hi,Just wondering if anyone charges the customer for the labor on ACDelco warranty replacements?
ZPTC or ZPTI - 04/04/2019
... Transmission was purchased from us by a parts store (3/8/2017). I'm guessing our customer purchased the transmission from them. Customer installed. I'm thinking this should be a ZPTC and the labor is not included, but others here are...
EarlyBird/Night Drop authorization ? - 03/21/2019
Just want to verify what I think I am reading...we used to have to get Management approval on repair orders where the customer filled out the Night drop Envelope, but NOT completely. Our envelopes do NOT have the required field of "Complete VIN",...
Forum - 07/31/2021
... make, and model you are dealing with? What is the failure and elaborate on your situation. Is the customer looking for courtesy transportation, reimbursement of expenses while traveling? I'm sure if you can provide some level of detail there are...
Forum - 07/28/2022
Hi Bill! Thanks for posting! The release of the maintenance reimbursement update for 8/1/22 has not been a smooth one for sure. I am hopeful that by Monday (8/1) the "bugs" will be worked out---fingers crossed. It does appear as though the upcoming...
Forum - 06/27/2022
When the customer participates (partial Policy adjustment) the customer receives the full warranty applicable to the part or accessory installed (e.g. 24 months/unlimited miles).
Forum - 09/06/2023
I would do it as a second line related to the customer's original concern. Additionally you need to have your SM talk to your advisors about putting a tech in the car with a customer for ANY noise concerns. I can't tell you how many times the tech fixes...
Forum - 09/07/2023
Customer gets full amount and you would submit claim and write off the difference.
Forum - 01/13/2021
2069939: Keyless Entry/Theft Alarm/Memory Seats/Lighting/Power Windows - Customer Concern Not Duplicated
Forum - 09/09/2020
... In doing more digging on this, I have a question about our Night Drop Envelopes...does the Customer Authorization have to be the exact Customer Authorization that is in P&P 6.2.2 ? If it has to be exact, I'm guessing any Envelope signed with...
Early Bird Envelopes - pg 2 of Sept 2020 JLWarranty News - 08/27/2020
... correctly...it states, "If service requests are not listed on the early bird or drop off form, the customer's requests, based on the appointment or customer contact, are considered add on repairs and would require appropriate Service Management authorization...
Forum - 07/17/2020
I love it when they do that for a customer-originated concern, giving me a recall opcode!
First oil change out by time. - 06/24/2021
We have a customer that is out by time on the first and only oil change. How would something like this be submitted? Or can it? BTW... its a vette customer... Customer enthusiasm? Or Policy maybe?
Forum - 04/16/2021
We switched to Hertz for that very same reason. Hertz will rent for the 38 per day rate- unless the customer needs a bigger vehicle (tahoe/suburban) then they charge 50. This price hike is a very sore subject with me as we have had to...
Forum - 10/14/2021
From P&P: Any warranty/policy concern not expressed orally or in writing by the customer at initial write-up must be first inspected and verified by the service manager before it is added to the job card. Once the service manager determines that the...
Forum - 09/28/2021
We cover this for customer satisfaction, but technically it is either because the tech did something wrong or the customer is abusing their brakes. Try to explain that to an angry customer though.
Forum - 07/21/2017
... have yet to figure out why we need Management approval to add a recall line to a customer owned vehicle job card? Seems ridiculous to me...majority of the time the customer is not going to have a concern, and they want recalls always...
powertrain coverage - 09/21/2017
need help in determining if customer issue is covered under powertrainFormat: Other
Forum - 10/11/2017
... and select the July, 2017 edition. "GM will reimburse dealers that provide a ride for their customers who prefer to be taken home, work, or anywhere else they want to be. A one-way shuttle is $7.50 per day; a two-way shuttle is reimbursed at $15 per...
Forum - 10/18/2017
... spent to diagnose up to the maximum time allowance. OLH submission is not allowed.• “Customer Concern Not Duplicated/Verified” labor operations are to be used in conjunction with a customer-originated concern with no corrective action...
Forum - 12/08/2017
I understand about ZSET for accessories or when a customer has a new engine or trans installed to record the serial number and establish install date and mileage in case the customer needs repairs at another dealership. I just remember that there is a...
What Would You Do - 12/17 - 11/21/2017
... and peeling. Due to the condition, the dealership offered to replace the wheels under warranty for customer satisfaction. The service manager documented the reason for the customer enthusiasm repair on the job card with her signature, date, and...
Roadside Assistance Reunite Program? - 10/25/2017
... Tow” is a tow that is performed for the purpose of returning a vehicle back to a customer who had a vehicle breakdown more than 100 miles from their home and had to have service at the closest dealership. In this scenario, the customer is typically...
Forum - 03/23/2018
Techs note cause and corrections on Customer copies electroically. Manager handwritten on Work order.
What Would You Do - 05/18 - 04/23/2018
A dealership made the decision to replace all four tires on two customer- owned 2016 model year vehicles under Customer Enthusiasm. One of the vehicles had a vibration concern, a Chevrolet Silverado, while the other had a growling noise while driving,...
Forum - 01/27/2017
... inspected/repaired per the service procedure described in the product field action bulletin before customers take possession of these vehicles. GM requires that Service Agents check the Investigate Vehicle History screen in the Global Warranty Management...
Forum - 03/22/2017
... added for any reason is considered an added operation. The job must be authorized by the customer and service management at that time. If parts had to be ordered and the customer returns and a new job card is written up, it's still considered...
Forum - 05/11/2017
... when it was reprinted...you have to be careful that that time is before work was done for the customer's signature. Because if the Reprint (example 930am) is signed by the customer but the original (example 830am) is not, then...
Forum - 05/18/2017
... It was in the 90's, temperature wise, and the rear side glass shattered on a terrain when the customer shut the rear side door. It was a heat built up in vehicle, with a jolt, that was cause. I think we may have flagged it as customer enthusiasm,...
Forum - 05/18/2017
I think I would lean towards marking it as a customer enthusiasm. You can't technically prove its a mechnical failure nor can you definitively say it is the customers fault.
Forum - 11/02/2016
50% is now recommended for customer enthusiasm repairs.
Forum - 10/12/2016
If we did end up getting some kind of customer participation, we would then need the Customer Participation Calculator attached to the RO, correct?
Re: What should I do? - 12/16/2011
I would submit for claim as (CSAT for customer satisfaction) and make sure it is documented as a "one time" repair for customer satisfaction. I have seen that once before in a drivers door lock switch. Gave the customer the benefit of the doubt in hopes...
Re: What would you do? - 07/31/2012
... GM should be concerned with are the parts the DVM said they would pay for. In the story state the customer paid labor and claim the parts as non warranty customer enthusiasm. As long as your docs are there and your butt is covered, it's none of GM business...
Re: What would you do? - 07/20/2012
... GM should be concerned with are the parts the DVM said they would pay for. In the story state the customer paid labor and claim the parts as non warranty customer enthusiasm. As long as your docs are there and your butt is covered, it's none of GM business...
Volt Rental - 01/31/2013
So yesterday I had a claim for a Volt customer that had 1.2 hours worth of recalls done to it, and my service advisor put the customer in a rental (claim opened and closed on 1/29). I brought the ticket to my service manager to sign off on charging the...
Re: Certified Services beyond mileage limit - 08/11/2015
... parameters. I was able to locate the following in the Chevrolet 2-Year Scheduled Maintenance FAQ: "Customers are limited to four service events during the 2-year or 24,000 mile time frame, whichever comes first". Because the customer is made aware...
Parts Warranty - 02/26/2014
Customer came in 2/26/2013 and we had to replace power steering pump due to damage from lack of fluid from rack and pinion leaking. Customer had MasterTech warranty that covered most of the cost. Customer comes back in 3/01/13 Vehicle is making the same ...
What Would You Do - 03/14 - 02/27/2014
... truck does not start, the lights come on, but nothing happens when turning the key. The frustrated customer contacted Customer Assistance to discuss the vehicle issues. Customer Assistance agreed to cover the diagnosis expense, but the customer would...
Re: Would you submit this as warranty? - 04/21/2011
IF ANYTHING, MAYBE A CUSTOMER ETHUSIASM CLAIM..?
Re: Towing - 03/10/2011
THE MAX WARRANTY PAYS FOR TOWING IS $100.00...ANYTHING OVER THAT THE CUSTOMER IS RESPONSIBLE....
Re: PONTIAC PREFERRED OIL CHANGES-SYNTHETIC - 03/30/2010
[quote] Christalyn: Lesley, Just for clarification you are only collecting $20.00 on these oil changes unless the customers vehicle requires synthetic. They are asking me to collect $35 and charge the customer for synthetic oil. I beleive this to be...
Deductible - 02/12/2010
I have a part that was ordered while the customer was still under warranty. When the part arrived and we installed it for the customer the vehicle was out of factory warranty. The customer does have a GMPP with a $200 ded. The service manager wants...
... and select the July, 2017 edition. "GM will reimburse dealers that provide a ride for their customers who prefer to be taken home, work, or anywhere else they want to be. A one-way shuttle is $7.50 per day; a two-way shuttle is reimbursed at $15 per...
Forum - 10/18/2017
... spent to diagnose up to the maximum time allowance. OLH submission is not allowed.• “Customer Concern Not Duplicated/Verified” labor operations are to be used in conjunction with a customer-originated concern with no corrective action...
Forum - 12/08/2017
I understand about ZSET for accessories or when a customer has a new engine or trans installed to record the serial number and establish install date and mileage in case the customer needs repairs at another dealership. I just remember that there is a...
What Would You Do - 12/17 - 11/21/2017
... and peeling. Due to the condition, the dealership offered to replace the wheels under warranty for customer satisfaction. The service manager documented the reason for the customer enthusiasm repair on the job card with her signature, date, and...
Roadside Assistance Reunite Program? - 10/25/2017
... Tow” is a tow that is performed for the purpose of returning a vehicle back to a customer who had a vehicle breakdown more than 100 miles from their home and had to have service at the closest dealership. In this scenario, the customer is typically...
Forum - 03/23/2018
Techs note cause and corrections on Customer copies electroically. Manager handwritten on Work order.
What Would You Do - 05/18 - 04/23/2018
A dealership made the decision to replace all four tires on two customer- owned 2016 model year vehicles under Customer Enthusiasm. One of the vehicles had a vibration concern, a Chevrolet Silverado, while the other had a growling noise while driving,...
Forum - 01/27/2017
... inspected/repaired per the service procedure described in the product field action bulletin before customers take possession of these vehicles. GM requires that Service Agents check the Investigate Vehicle History screen in the Global Warranty Management...
Forum - 03/22/2017
... added for any reason is considered an added operation. The job must be authorized by the customer and service management at that time. If parts had to be ordered and the customer returns and a new job card is written up, it's still considered...
Forum - 05/11/2017
... when it was reprinted...you have to be careful that that time is before work was done for the customer's signature. Because if the Reprint (example 930am) is signed by the customer but the original (example 830am) is not, then...
Forum - 05/18/2017
... It was in the 90's, temperature wise, and the rear side glass shattered on a terrain when the customer shut the rear side door. It was a heat built up in vehicle, with a jolt, that was cause. I think we may have flagged it as customer enthusiasm,...
Forum - 05/18/2017
I think I would lean towards marking it as a customer enthusiasm. You can't technically prove its a mechnical failure nor can you definitively say it is the customers fault.
Forum - 11/02/2016
50% is now recommended for customer enthusiasm repairs.
Forum - 10/12/2016
If we did end up getting some kind of customer participation, we would then need the Customer Participation Calculator attached to the RO, correct?
Re: What should I do? - 12/16/2011
I would submit for claim as (CSAT for customer satisfaction) and make sure it is documented as a "one time" repair for customer satisfaction. I have seen that once before in a drivers door lock switch. Gave the customer the benefit of the doubt in hopes...
Re: What would you do? - 07/31/2012
... GM should be concerned with are the parts the DVM said they would pay for. In the story state the customer paid labor and claim the parts as non warranty customer enthusiasm. As long as your docs are there and your butt is covered, it's none of GM business...
Re: What would you do? - 07/20/2012
... GM should be concerned with are the parts the DVM said they would pay for. In the story state the customer paid labor and claim the parts as non warranty customer enthusiasm. As long as your docs are there and your butt is covered, it's none of GM business...
Volt Rental - 01/31/2013
So yesterday I had a claim for a Volt customer that had 1.2 hours worth of recalls done to it, and my service advisor put the customer in a rental (claim opened and closed on 1/29). I brought the ticket to my service manager to sign off on charging the...
Re: Certified Services beyond mileage limit - 08/11/2015
... parameters. I was able to locate the following in the Chevrolet 2-Year Scheduled Maintenance FAQ: "Customers are limited to four service events during the 2-year or 24,000 mile time frame, whichever comes first". Because the customer is made aware...
Parts Warranty - 02/26/2014
Customer came in 2/26/2013 and we had to replace power steering pump due to damage from lack of fluid from rack and pinion leaking. Customer had MasterTech warranty that covered most of the cost. Customer comes back in 3/01/13 Vehicle is making the same ...
What Would You Do - 03/14 - 02/27/2014
... truck does not start, the lights come on, but nothing happens when turning the key. The frustrated customer contacted Customer Assistance to discuss the vehicle issues. Customer Assistance agreed to cover the diagnosis expense, but the customer would...
Re: Would you submit this as warranty? - 04/21/2011
IF ANYTHING, MAYBE A CUSTOMER ETHUSIASM CLAIM..?
Re: Towing - 03/10/2011
THE MAX WARRANTY PAYS FOR TOWING IS $100.00...ANYTHING OVER THAT THE CUSTOMER IS RESPONSIBLE....
Re: PONTIAC PREFERRED OIL CHANGES-SYNTHETIC - 03/30/2010
[quote] Christalyn: Lesley, Just for clarification you are only collecting $20.00 on these oil changes unless the customers vehicle requires synthetic. They are asking me to collect $35 and charge the customer for synthetic oil. I beleive this to be...
Deductible - 02/12/2010
I have a part that was ordered while the customer was still under warranty. When the part arrived and we installed it for the customer the vehicle was out of factory warranty. The customer does have a GMPP with a $200 ded. The service manager wants...
Re: Another fuel question - 06/18/2009
YEAH. THE SHOP CHARGES THE CUSTOMER FOR FUEL WHEN IT'S NEEDED DURING A REPAIR, (NOT ENOUGH TO COMPLETE TEST DRIVES OR WHATEVER) WHY SHOULD GM BE CHARGED FOR FUEL ON A REPAIR. THE FUEL STAYS WITH THE VEHICLE AND IS CONSUMED BY THE CUSTOMER NOT GM OR...
Re: AFTERMARKET ROTORS - 05/13/2009
... YOU'RE FINDING OUT AFTER THE FACT, I SAY KILL THE SM. IF HE'S PLAYING FAST AND LOOSE WITH YOUR CUSTOMERS LIKE THIS, I'D TAKE IT TO OWNERS AND MAKE THEM AWARE THAT HE COULD BE THREATENING THE DEALERSHIP'S STANDING WITH GM. IF THE CUSTOMER COMES BACK...
Re: Recall Policies & Procedures question - 05/26/2009
I would tell the aftermarket shop that if the customer does not wish to come to a GM dealer to have the recalls performed then they can have the aftermarket shop to it, that customer pays the aftermarket shop and the customer can try and get reimbursed...
Re: Fuel Question - 12/24/2008
I would put the $10.00 in net and put in comments that net is for gas covered for customer satisfaction due to faulty fuel level sensor. If the sensor was faulty pretty hard for customer to know was out of gas. Have covered more gas than this for upset...
Re: IPC on 04 Trailblazer - 01/02/2009
Customer says tachometer and speedometer not working.
Ring My Bell - 10/09/2008
Recently, after explaining GM's policy to a customer, we aligned a twenty-one thousand mile vehicle with a tire wear issue. The customer paid the bill and left. A day later I got a call from customer assistance asking why the repair wasn't covered by...
Forum - 09/19/2007
Those dealers that are empowered to use the enhanced goodwill process are entitled to resolve customer concerns for unlimited time and mileage. GM states that the process is NOT an open checkbook. When goodwill is offered it must be to those customers...
Forum - 09/19/2007
... the vehicle and sometimes they do get the concern to occur.Sometimes all it takes is a call to the customer to get more info.We also tell almost all concern not duplicated customers that we would be more than happy to take a test drive with them so they...
PDI Audit - 09/19/2007
FYI: Copy of Article 1.6.2f... Customer Signature Each customer pay and warranty repair order is to be signed by the customer authorizing dealer to perform the requested service. If dealer is unable to obtain a customer signature, service management must...
Re: GOODWRENCH LIMITED LIFETIME GUARANTEE - 03/18/2008
Lifetime warranty parts must be purchased by the customer to be covered.
mystery pull - 02/18/2008
AWHILE AGO WHEN I WAS EMPLOYED AT A PONTIAC DEALERSHIP, WE HAD A CUSTOMER THAT CONTINUED TO RETURN TO THE SERVICE DEPARTMENT OVER 2 TIMES DUE TO FRONT END ALIGNMENT(PULLING LEFT) CONCERNS ON A PONTIAC SUNBIRD.WE WOULD BRING IN VEHICLE AND PUT ON ALIGNMENT...
Re: RECALL - 12/26/2007
Also, If the devise is added by the customer, and non-dealer installed, shouldn't the customer pay the labor for the extra time involved?
drunk Corvette owner - 11/19/2007
One rainy Sunday, I was writing service and had a customer come in with a citation for his horn in-op. He asked if we would check it out, repair the problem so that he could report to the authorities that he had indeed taken care of the issue. We brought...
Charges - 10/12/2007
There must be a clear understanding of charges at the time the repair order is written while the customer is present. Service management is required to authorize the hard copy of the repair order with any changes made regarding the responsible party for...
WHERE CAN I FIND ??? - 02/24/2009
I HAVE A CUSTOMER DID NOT RECEIVE THERE CD'S BACK WHEN RADIO WAS SENT OUT FOR REPAIR..... I AM LOOKING IN P&P FOR ANY PROCEDURE FOR REIMBURSEMENT PLEASE HELP !!
Re: WARRANTY CORE - 02/02/2010
... Clarification Bulletin. In this bulletin it states WPC administrative labor code Z7200 Reimbursement for core charges, administrative labor time, freight/postage and shipping materials for parts that are returned to the Warranty Parts Center must...
Forum - 03/30/2017
... EV / Bolt EV) only. After 22 GB/line/mo, we may prioritize your data behind other Verizon customers during network congestion. Not available for machine-to-machine services. Mobile hotspot/tethering reduced to 3G speeds after 10GB/month; domestic...
Forum - 02/06/2018
... back from WSC regarding this question, and here's the response. What my opinion is, if the customer takes their vehicle to an outside shop, while still under warranty, I would offer a reimbursement at warranty rates. If they push back with a valid...
Parts Warranty-Engine/Transmission - 11/05/2021
Okay. I still keep getting conflicting answers on this issue. Customer or independent repair shop purchases an engine or transmission over the counter and installs it. Customer comes in with a failure of the component. In this case it's an engine...
Parts Warranty-Engine/Transmission - 11/05/2021
Okay. I still keep getting conflicting answers on this issue. Customer or independent repair shop purchases an engine or transmission over the counter and installs it. Customer comes in with a failure of the component. In this case it's an engine...
Forum - 06/21/2019
... labor operation or the claim will reject. WCAP: Follow the details listed within the recall for reimbursement parameters. Reimbursement is limited to the number of days from the date of the stop sale/stop delivery order (4/18/2019) to the date the inspection...
PET Exceptions - 10/28/2022
A Policy repair can be offered to any customer whose vehicle is out of warranty and is requesting GM’s assistance. But not for all repairs. After diagnosis, it is a requirement to use the Policy Evaluation Tool to determine what the GM participation...
The U-Courtesy Transportation Program - 08/22/2022
... Buick, and GMC dealers the flexibility to use select used vehicles to take care of their customers. The program is separate from the GM Courtesy Transportation Program and requires dealer enrollment for participation. The program has been extended to...
April 2023 Recall Update - 03/23/2023
... the ECM with corrected software. Approximately 11,146 vehicles are included in the program. Customer Satisfaction Recall N222371150-01 Steering Wheel Retrofit: The service procedure section of the recall has been revised to add a caution statement and...
Reject of the Month - February 2023 - 01/24/2023
Error 021: Service Agent exceeded the allowed amount for ZSSP transaction type. A customer visited the dealership for several routine service items for their 2017 Chevrolet Tahoe, including a LOF and tire rotation, inspection of a brake pulsation, and...
YEAH. THE SHOP CHARGES THE CUSTOMER FOR FUEL WHEN IT'S NEEDED DURING A REPAIR, (NOT ENOUGH TO COMPLETE TEST DRIVES OR WHATEVER) WHY SHOULD GM BE CHARGED FOR FUEL ON A REPAIR. THE FUEL STAYS WITH THE VEHICLE AND IS CONSUMED BY THE CUSTOMER NOT GM OR...
Re: AFTERMARKET ROTORS - 05/13/2009
... YOU'RE FINDING OUT AFTER THE FACT, I SAY KILL THE SM. IF HE'S PLAYING FAST AND LOOSE WITH YOUR CUSTOMERS LIKE THIS, I'D TAKE IT TO OWNERS AND MAKE THEM AWARE THAT HE COULD BE THREATENING THE DEALERSHIP'S STANDING WITH GM. IF THE CUSTOMER COMES BACK...
Re: Recall Policies & Procedures question - 05/26/2009
I would tell the aftermarket shop that if the customer does not wish to come to a GM dealer to have the recalls performed then they can have the aftermarket shop to it, that customer pays the aftermarket shop and the customer can try and get reimbursed...
Re: Fuel Question - 12/24/2008
I would put the $10.00 in net and put in comments that net is for gas covered for customer satisfaction due to faulty fuel level sensor. If the sensor was faulty pretty hard for customer to know was out of gas. Have covered more gas than this for upset...
Re: IPC on 04 Trailblazer - 01/02/2009
Customer says tachometer and speedometer not working.
Ring My Bell - 10/09/2008
Recently, after explaining GM's policy to a customer, we aligned a twenty-one thousand mile vehicle with a tire wear issue. The customer paid the bill and left. A day later I got a call from customer assistance asking why the repair wasn't covered by...
Forum - 09/19/2007
Those dealers that are empowered to use the enhanced goodwill process are entitled to resolve customer concerns for unlimited time and mileage. GM states that the process is NOT an open checkbook. When goodwill is offered it must be to those customers...
Forum - 09/19/2007
... the vehicle and sometimes they do get the concern to occur.Sometimes all it takes is a call to the customer to get more info.We also tell almost all concern not duplicated customers that we would be more than happy to take a test drive with them so they...
PDI Audit - 09/19/2007
FYI: Copy of Article 1.6.2f... Customer Signature Each customer pay and warranty repair order is to be signed by the customer authorizing dealer to perform the requested service. If dealer is unable to obtain a customer signature, service management must...
Re: GOODWRENCH LIMITED LIFETIME GUARANTEE - 03/18/2008
Lifetime warranty parts must be purchased by the customer to be covered.
mystery pull - 02/18/2008
AWHILE AGO WHEN I WAS EMPLOYED AT A PONTIAC DEALERSHIP, WE HAD A CUSTOMER THAT CONTINUED TO RETURN TO THE SERVICE DEPARTMENT OVER 2 TIMES DUE TO FRONT END ALIGNMENT(PULLING LEFT) CONCERNS ON A PONTIAC SUNBIRD.WE WOULD BRING IN VEHICLE AND PUT ON ALIGNMENT...
Re: RECALL - 12/26/2007
Also, If the devise is added by the customer, and non-dealer installed, shouldn't the customer pay the labor for the extra time involved?
drunk Corvette owner - 11/19/2007
One rainy Sunday, I was writing service and had a customer come in with a citation for his horn in-op. He asked if we would check it out, repair the problem so that he could report to the authorities that he had indeed taken care of the issue. We brought...
Charges - 10/12/2007
There must be a clear understanding of charges at the time the repair order is written while the customer is present. Service management is required to authorize the hard copy of the repair order with any changes made regarding the responsible party for...
WHERE CAN I FIND ??? - 02/24/2009
I HAVE A CUSTOMER DID NOT RECEIVE THERE CD'S BACK WHEN RADIO WAS SENT OUT FOR REPAIR..... I AM LOOKING IN P&P FOR ANY PROCEDURE FOR REIMBURSEMENT PLEASE HELP !!
Re: WARRANTY CORE - 02/02/2010
... Clarification Bulletin. In this bulletin it states WPC administrative labor code Z7200 Reimbursement for core charges, administrative labor time, freight/postage and shipping materials for parts that are returned to the Warranty Parts Center must...
Forum - 03/30/2017
... EV / Bolt EV) only. After 22 GB/line/mo, we may prioritize your data behind other Verizon customers during network congestion. Not available for machine-to-machine services. Mobile hotspot/tethering reduced to 3G speeds after 10GB/month; domestic...
Forum - 02/06/2018
... back from WSC regarding this question, and here's the response. What my opinion is, if the customer takes their vehicle to an outside shop, while still under warranty, I would offer a reimbursement at warranty rates. If they push back with a valid...
Parts Warranty-Engine/Transmission - 11/05/2021
Okay. I still keep getting conflicting answers on this issue. Customer or independent repair shop purchases an engine or transmission over the counter and installs it. Customer comes in with a failure of the component. In this case it's an engine...
Parts Warranty-Engine/Transmission - 11/05/2021
Okay. I still keep getting conflicting answers on this issue. Customer or independent repair shop purchases an engine or transmission over the counter and installs it. Customer comes in with a failure of the component. In this case it's an engine...
Forum - 06/21/2019
... labor operation or the claim will reject. WCAP: Follow the details listed within the recall for reimbursement parameters. Reimbursement is limited to the number of days from the date of the stop sale/stop delivery order (4/18/2019) to the date the inspection...
PET Exceptions - 10/28/2022
A Policy repair can be offered to any customer whose vehicle is out of warranty and is requesting GM’s assistance. But not for all repairs. After diagnosis, it is a requirement to use the Policy Evaluation Tool to determine what the GM participation...
The U-Courtesy Transportation Program - 08/22/2022
... Buick, and GMC dealers the flexibility to use select used vehicles to take care of their customers. The program is separate from the GM Courtesy Transportation Program and requires dealer enrollment for participation. The program has been extended to...
April 2023 Recall Update - 03/23/2023
... the ECM with corrected software. Approximately 11,146 vehicles are included in the program. Customer Satisfaction Recall N222371150-01 Steering Wheel Retrofit: The service procedure section of the recall has been revised to add a caution statement and...
Reject of the Month - February 2023 - 01/24/2023
Error 021: Service Agent exceeded the allowed amount for ZSSP transaction type. A customer visited the dealership for several routine service items for their 2017 Chevrolet Tahoe, including a LOF and tire rotation, inspection of a brake pulsation, and...
April 2019 Recall Update - 03/27/2019
... belt drive rack and pinion steering gear to address a loss of power steering assist. Customer Satisfaction Recall 18165-03: Super Cruise Control Software Improvement: The recall bulletin has been updated to include a revised customer letter and...
Mail Out Review & Add On Repairs - 04/22/2019
... authorization, missing/inaccurate time documentation and/or missing or incomplete documentation of customer permission. To begin, let’s examine how/why an add on repair comes into play: The customer contacts the service advisor to add another...
June 2019 Recall Update - 05/29/2019
Customer Satisfaction Recall N172130462-01: Loss of Propulsion Due to Low Cell Voltage: The recall bulletin has been revised to include the 2014-15 model year Chevrolet Volt and Cadillac ELR. The program includes approximately 36,220 vehicles. As software ...
Pre-Delivery Inspection Processes - 07/30/2019
GM states that customers often consider the condition of a vehicle at delivery as a direct reflection on the dealership and how much they care about the vehicles they sell. For some technicians, the pre-delivery process is thought of as an ordinary task,...
Recall Summary Update - 01/28/2020
... section. Certain 2010-11 Chevrolet Malibu vehicles are involved in the recall population. Customer Satisfaction Recall N192220080: Engine Oil Cooler Lines Detaching: There are approximately 140 vehicles in the State of Alaska that are involved in the...
I'm Just a Warranty Claim - 05/29/2020
There’s a lot of steps to get to an accepted warranty transaction. Every repair, whether it is customer pay or warranty begins with the customer check in process, where the customer is greeted and directed to an available advisor in preparation...
The Parts Policies & Procedures Manual - 10/27/2020
... and accessories that are sold over the counter receive 24-month coverage from the date of original customer purchase (parts only). Subsequent replacements under the warranty will be covered with the remaining terms based on the date of the original purchased...
Bulletin Updates - 04/29/2021
... failure caused by an internal component, assembly failure caused by an external component, and one customer concern with separate causes of failure. Bulletin 11-00-89-005Q Dealer Empowerment for Goodwill, Customer Enthusiasm, and Policy: The bulletin...
Goodwill Tools (Part I) - 01/27/2021
General Motors empowers its dealers with the ability to use what is referred to as Goodwill Tools to satisfy and retain customers that are loyal to their vehicle brand and your dealership. These tools are intended to help resolve customer issues, offset...
August 2015 Recall Update - 07/29/2015
... outside of the front outboard seating positions on certain 2011-2012 Chevrolet Malibu vehicles. Customers were notified of the recall in mid-June. The notification also advised that parts are currently not available to perform the repair. If a customer...
Transmitter/Fob Appearance - 07/29/2015
... 2 transmitters per vehicle at a cost of $4.04, plus mark-up, entered in the parts field. The Customer Enthusiasm box must be checked when submitting for claim reimbursement. ...
January 2017 Recall Update - 12/21/2016
... certain 2009-2014 Buick Enclave, Chevrolet Traverse, GMC Acadia; 2009-2010 Saturn Outlook. Customer Satisfaction Program 16055: Reduced Propulsion Power: Certain 2016-2017 Chevrolet Volt vehicles may have an illuminated Propulsion Power is Reduced...
Add-On Concern - Service Manager Verification - 02/17/2017
... Examples “Any warranty/policy concern not expressed orally or in writing by the customer at initial write-up must be first inspected and verified by the service manager before it is added to the job card.” Service P&P Manual Article 3.2.12 Two...
BOGO ACDelco Advantage Wiper Blade Promo - 11/21/2017
... dealer cost of a part in the net item field, and the part number in the comments field. The customer is responsible for paying the dealer’s state labor charges, taxes, and fees....
Filing and Supporting Documentation - 01/22/2018
... account for all vehicle service events (warranty, policy, transportation, pre-delivery, recall, customer pay, internal, and body shop repairs, etc) performed by the service agent. With required records kept for a minimum of 24 months from the date of...
Replacement Parts Warranty - 04/23/2018
... PARTS - All GM Service Replacement parts, when installed at a GM dealership as part of a customer pay repair, will now have a 24 month, unlimited mileage warranty. If a part is replaced while the vehicle is still under the New Vehicle warranty, coverage...
October 2012 Recall Update - 10/08/2012
... with a 4-speed transmission. Dealers will be advised when the recall bulletin is released and when customer notification will be sent.Safety Recall 12166 - Fuel Filler Pipe Corrosion: A corrosion condition with the fuel filler pipe may exist in certain...
Maintenance Coupon Reminder - 04/13/2012
About a year ago the GM Card RouteOne Program was announced. New GM Card RouteOne customers received two maintenance certificates, and each included a complimentary lube, oil and filter, tire rotation and 27-point inspection. Dealerships participating...
GM Certified Service Employee Discount Program - 02/26/2013
The GM employee discount program that offers all US GM salaried, hourly and retired employees a discount towards any customer pay service or parts purchased at a participating US dealership has been extended for the 2013 calendar year. The discount is...
VINs That Fall Between The Cracks - 11/17/2011
... and labour operation from the Labour Time Guide. This allows the dealer to satisfy the customer's needs, but requires the use of self-authorization.The dealer may also offer to goodwill the transaction with customer participation. Once again, the dealer...
Special Policies Performed On Vehicles With No Special Policies - 04/27/2011
... outline specific defects that are not necessarily safety concerns but may require repair for customer satisfaction. Special coverage essentially applies extended coverage for a specific component beyond the terms of the factory warranty. Any updates...
Checking Tires - 10/13/2010
... on every vehicle that enters their facility for service or repairs. They must also indicate on the customer's invoice that a tire inflation service was performed and supply the tire pressure measurements after the service. This new regulation does not...
November 2011 Recall Update - 11/17/2011
Customer Satisfaction Program 11137B - Product Enhancements: Certain 2011 Chevrolet Volt vehicles may have a software update available that will address several customer concerns. Dealers are to reprogram various modules with updated software and calibrations, ...
March 2013 Recall Update - 03/11/2013
Customer Satisfaction Program 09132D - Power Steering Hose Leak: The bulletin has been updated to extend the expiration date to February 28, 2014. Certain 2006 Chevrolet Impala, Monte Carlo vehicles equipped with a V6 and V8 engine and 2005-2006 Pontiac ...
Brake Pads and Rotors - 08/30/2012
... point. When that point is during the bumper-to-bumper warranty period, the expectation of many customers is that the replacement will be covered as warranty.Brake pads are among the items listed that are considered a maintenance repair. It is stated...
... belt drive rack and pinion steering gear to address a loss of power steering assist. Customer Satisfaction Recall 18165-03: Super Cruise Control Software Improvement: The recall bulletin has been updated to include a revised customer letter and...
Mail Out Review & Add On Repairs - 04/22/2019
... authorization, missing/inaccurate time documentation and/or missing or incomplete documentation of customer permission. To begin, let’s examine how/why an add on repair comes into play: The customer contacts the service advisor to add another...
June 2019 Recall Update - 05/29/2019
Customer Satisfaction Recall N172130462-01: Loss of Propulsion Due to Low Cell Voltage: The recall bulletin has been revised to include the 2014-15 model year Chevrolet Volt and Cadillac ELR. The program includes approximately 36,220 vehicles. As software ...
Pre-Delivery Inspection Processes - 07/30/2019
GM states that customers often consider the condition of a vehicle at delivery as a direct reflection on the dealership and how much they care about the vehicles they sell. For some technicians, the pre-delivery process is thought of as an ordinary task,...
Recall Summary Update - 01/28/2020
... section. Certain 2010-11 Chevrolet Malibu vehicles are involved in the recall population. Customer Satisfaction Recall N192220080: Engine Oil Cooler Lines Detaching: There are approximately 140 vehicles in the State of Alaska that are involved in the...
I'm Just a Warranty Claim - 05/29/2020
There’s a lot of steps to get to an accepted warranty transaction. Every repair, whether it is customer pay or warranty begins with the customer check in process, where the customer is greeted and directed to an available advisor in preparation...
The Parts Policies & Procedures Manual - 10/27/2020
... and accessories that are sold over the counter receive 24-month coverage from the date of original customer purchase (parts only). Subsequent replacements under the warranty will be covered with the remaining terms based on the date of the original purchased...
Bulletin Updates - 04/29/2021
... failure caused by an internal component, assembly failure caused by an external component, and one customer concern with separate causes of failure. Bulletin 11-00-89-005Q Dealer Empowerment for Goodwill, Customer Enthusiasm, and Policy: The bulletin...
Goodwill Tools (Part I) - 01/27/2021
General Motors empowers its dealers with the ability to use what is referred to as Goodwill Tools to satisfy and retain customers that are loyal to their vehicle brand and your dealership. These tools are intended to help resolve customer issues, offset...
August 2015 Recall Update - 07/29/2015
... outside of the front outboard seating positions on certain 2011-2012 Chevrolet Malibu vehicles. Customers were notified of the recall in mid-June. The notification also advised that parts are currently not available to perform the repair. If a customer...
Transmitter/Fob Appearance - 07/29/2015
... 2 transmitters per vehicle at a cost of $4.04, plus mark-up, entered in the parts field. The Customer Enthusiasm box must be checked when submitting for claim reimbursement. ...
January 2017 Recall Update - 12/21/2016
... certain 2009-2014 Buick Enclave, Chevrolet Traverse, GMC Acadia; 2009-2010 Saturn Outlook. Customer Satisfaction Program 16055: Reduced Propulsion Power: Certain 2016-2017 Chevrolet Volt vehicles may have an illuminated Propulsion Power is Reduced...
Add-On Concern - Service Manager Verification - 02/17/2017
... Examples “Any warranty/policy concern not expressed orally or in writing by the customer at initial write-up must be first inspected and verified by the service manager before it is added to the job card.” Service P&P Manual Article 3.2.12 Two...
BOGO ACDelco Advantage Wiper Blade Promo - 11/21/2017
... dealer cost of a part in the net item field, and the part number in the comments field. The customer is responsible for paying the dealer’s state labor charges, taxes, and fees....
Filing and Supporting Documentation - 01/22/2018
... account for all vehicle service events (warranty, policy, transportation, pre-delivery, recall, customer pay, internal, and body shop repairs, etc) performed by the service agent. With required records kept for a minimum of 24 months from the date of...
Replacement Parts Warranty - 04/23/2018
... PARTS - All GM Service Replacement parts, when installed at a GM dealership as part of a customer pay repair, will now have a 24 month, unlimited mileage warranty. If a part is replaced while the vehicle is still under the New Vehicle warranty, coverage...
October 2012 Recall Update - 10/08/2012
... with a 4-speed transmission. Dealers will be advised when the recall bulletin is released and when customer notification will be sent.Safety Recall 12166 - Fuel Filler Pipe Corrosion: A corrosion condition with the fuel filler pipe may exist in certain...
Maintenance Coupon Reminder - 04/13/2012
About a year ago the GM Card RouteOne Program was announced. New GM Card RouteOne customers received two maintenance certificates, and each included a complimentary lube, oil and filter, tire rotation and 27-point inspection. Dealerships participating...
GM Certified Service Employee Discount Program - 02/26/2013
The GM employee discount program that offers all US GM salaried, hourly and retired employees a discount towards any customer pay service or parts purchased at a participating US dealership has been extended for the 2013 calendar year. The discount is...
VINs That Fall Between The Cracks - 11/17/2011
... and labour operation from the Labour Time Guide. This allows the dealer to satisfy the customer's needs, but requires the use of self-authorization.The dealer may also offer to goodwill the transaction with customer participation. Once again, the dealer...
Special Policies Performed On Vehicles With No Special Policies - 04/27/2011
... outline specific defects that are not necessarily safety concerns but may require repair for customer satisfaction. Special coverage essentially applies extended coverage for a specific component beyond the terms of the factory warranty. Any updates...
Checking Tires - 10/13/2010
... on every vehicle that enters their facility for service or repairs. They must also indicate on the customer's invoice that a tire inflation service was performed and supply the tire pressure measurements after the service. This new regulation does not...
November 2011 Recall Update - 11/17/2011
Customer Satisfaction Program 11137B - Product Enhancements: Certain 2011 Chevrolet Volt vehicles may have a software update available that will address several customer concerns. Dealers are to reprogram various modules with updated software and calibrations, ...
March 2013 Recall Update - 03/11/2013
Customer Satisfaction Program 09132D - Power Steering Hose Leak: The bulletin has been updated to extend the expiration date to February 28, 2014. Certain 2006 Chevrolet Impala, Monte Carlo vehicles equipped with a V6 and V8 engine and 2005-2006 Pontiac ...
Brake Pads and Rotors - 08/30/2012
... point. When that point is during the bumper-to-bumper warranty period, the expectation of many customers is that the replacement will be covered as warranty.Brake pads are among the items listed that are considered a maintenance repair. It is stated...
April 2012 Recall Update - 04/13/2012
Customer Satisfaction Program 11188 - Enhanced 120 Volt Charge Card: Approximately 17,000 Volt's are involved in a campaign to exchange the 120 volt charge cord. A new enhanced charge cord is being made available for certain 2011-2012 model year Volt ...
Poor Fuel Mileage - 03/08/2012
Your customer schedules an appointment to have their vehicle looked at because they are not getting the fuel mileage they expected. You ask the important questions your technician will need to know: Is the SES light on? Is the performance of the vehicle...
Certified Technology Expert - 05/02/2012
... Radio, Buick and GMC IntelliLink, and Cadillac CUE systems, GM is making plans to ensure that the customer understands the proper operation of these cutting edge systems. This is the primary goal of the Certified Technology Expert's role. GM requires...
Warranty Performance Analysis - 02/04/2010
... sold each day by the service advisors. Use the following to take a look at some of your numbers:Customer Labor Sales _____________ Parts ________ Total _________ Customer Labor Gross Profit...
Courtesy Transportation Program Guidelines - 04/23/2018
The Chevrolet Buick GMC Courtesy Transportation program’s stated objective is, “To allow customers the convenience of alternative short-term transportation for either a service visit or an opportunity to test drive the latest GM vehicles and...
Avoiding Add On Repair Flags - 03/26/2018
... manual, Article 3.2.12, the following is stated: Regardless of the date, subsequent warranty customer concerns based on Multi-Point Vehicle Inspections are considered added customer concerns and will be treated as such. If you find a defect on a customer’s...
GM Employee Discount - 01/22/2018
... year. The program offers all US GM salaried, hourly, and retired employees a discount towards any customer-pay service or parts purchase at participating US dealerships. Additionally, for the 2018 calendar year, eligible employees/retirees also...
July 2017 Recall Update - 06/19/2017
... to perform the repair, only 2009 models were eligible when the recall was released in March 2017. Customer Satisfaction Recall 16116: MY2017 Steering Gear Installed in MY2016 Vehicles: Approximately 3,800 vehicles may have been built with a MY2017 gear...
CPO Warranty Coverage - 03/21/2017
... frequency is still based on the Oil Life Monitoring System (OLM); however, for convenience, the customer may have their oil changed regardless of the percent remaining if they are due for a tire rotation. Tire rotations are recommended at 7,500 miles....
July 2016 Recall Update - 06/27/2016
... Front Upper Control Arm Separation: The recall bulletin has been revised to update the Floor Plan Reimbursement table. Involved vehicles include the 2016 Cadillac Escalade, Escalade ESV, Chevrolet Silverado, Suburban, Tahoe, GMC Sierra, Yukon, Yukon...
Air Conditioning Repair Documentation - 06/27/2016
... for vehicles equipped with R-1234yf refrigerant. Many air conditioning repairs are due to the customer's concern of the system not blowing cold air. After repairing the vehicle, technicians must document on the job card how much refrigerant they had...
April 2015 Recall Update - 03/26/2015
... may affect certain 2010 Chevrolet Equinox and GMC Terrain vehicles equipped with a 2.4L engine.Customer Satisfaction Program 14648: OnStar Gen 8.xC Module Inoperative: There are approximately 42,180 vehicles that may have a performance issue with the...
Maintenance Programs - 09/02/2015
... are provided, but it is necessary to see the Cadillac Premium Care Maintenance Program Guide for reimbursement amounts.CPO Programs are also available in this section. The CPO Cadillac Premium Care Maintenance Program Guide provides reimbursement am...
More on Repeat Repairs - 10/02/2015
... management must look at the cause of failure and determine if two repairs (to correct a single customer concern) were necessary and how the repairs should be properly submitted. If the second repair is what corrected the problem, it's possible the first...
Rental Policies - 12/19/2014
... and dealer owned rental vehicles. As a reminder concerning other policies for rental reimbursement:Rentals are to be given out only for overnight repairs (except Cadillac).Service management written approval is required for four or more rental days....
It Takes a Village - 12/19/2014
... approvals require involvement before repairs are performed, service advisors need to know:A customer signature must be obtained prior to any work being performed. If it is missed, service management must not only sign in place of the customer, they have...
Updates, Recalls, & Special Coverage - 08/05/2014
... product issues and unsatisfactory conditions on the vehicles they build and will notify a customer when a Product Field Action, or recall as many call it, has been opened on their vehicle. Product Field Actions are sometimes announced when a vehicle...
Courtesy Transportation Update - 01/28/2014
... geographic areas in the State of New Jersey and select areas in New York and Connecticut. The reimbursement structure is as follows (as found in bulletin 07-00-89-037):Rental Rate Reimbursement Tier 1 Rentals (all GM brands/models, except Cadillac)...
July 2013 Recall Update - 07/03/2013
... expanded safety recall 12180 to include approximately 193,000 additional vehicles in states where customers were already eligible to have their vehicles repaired under special coverage 11323. The recall addresses a condition where fluid may enter the...
Reflections for the Year and Years Past - 12/09/2013
... code. The code was, and still is, created using the vehicle type, repair grid location, customer issue and issue size. New terms and definitions were established in 2012 for what we used to know as Goodwill, a blanket term that now incorporates...
Refurbished and Remanufactured Parts - 05/26/2021
... servicing a vehicle, the servicer may have a legal obligation to disclose in writing to the customer if remanufactured or refurbished parts will be installed during the service. If a remanufactured or refurbished part is actually installed in the customer’s...
Certified Service Private Offer - 06/29/2021
GM has announced a private promotion providing eligible customers $50 off or $25 off most services. The offer is available in June and July. Owners that spend $200 or more before taxes can receive $50 off (use labor operation 0602121) and owners that...
Battery Transaction Requirements - 11/25/2020
... repair line with appropriate authorization for additional parts and OLH. In the event the customer had to have their battery replaced elsewhere and the battery is not available, enter “REIMBURSEMENT” in the tester code field when reimbursement...
Add On Repair Approval Process Requirements - 12/29/2020
Once a job card is printed, any new customer concern added to it is considered an add on repair. It doesn’t matter if the customer is still standing right in front of you or they call you later in the day to tell you they had forgotten to tell you...
Correct OnTrac Rental Reasons - 07/30/2020
... of the person who is in charge of OnTrac entries to accurately identify the rental reason when a customer is put into one of the CTP vehicles. The rental reasons are: Service, both warranty and customer pay services. Body shop, both warranty and customer...
Customer Satisfaction Program 11188 - Enhanced 120 Volt Charge Card: Approximately 17,000 Volt's are involved in a campaign to exchange the 120 volt charge cord. A new enhanced charge cord is being made available for certain 2011-2012 model year Volt ...
Poor Fuel Mileage - 03/08/2012
Your customer schedules an appointment to have their vehicle looked at because they are not getting the fuel mileage they expected. You ask the important questions your technician will need to know: Is the SES light on? Is the performance of the vehicle...
Certified Technology Expert - 05/02/2012
... Radio, Buick and GMC IntelliLink, and Cadillac CUE systems, GM is making plans to ensure that the customer understands the proper operation of these cutting edge systems. This is the primary goal of the Certified Technology Expert's role. GM requires...
Warranty Performance Analysis - 02/04/2010
... sold each day by the service advisors. Use the following to take a look at some of your numbers:Customer Labor Sales _____________ Parts ________ Total _________ Customer Labor Gross Profit...
Courtesy Transportation Program Guidelines - 04/23/2018
The Chevrolet Buick GMC Courtesy Transportation program’s stated objective is, “To allow customers the convenience of alternative short-term transportation for either a service visit or an opportunity to test drive the latest GM vehicles and...
Avoiding Add On Repair Flags - 03/26/2018
... manual, Article 3.2.12, the following is stated: Regardless of the date, subsequent warranty customer concerns based on Multi-Point Vehicle Inspections are considered added customer concerns and will be treated as such. If you find a defect on a customer’s...
GM Employee Discount - 01/22/2018
... year. The program offers all US GM salaried, hourly, and retired employees a discount towards any customer-pay service or parts purchase at participating US dealerships. Additionally, for the 2018 calendar year, eligible employees/retirees also...
July 2017 Recall Update - 06/19/2017
... to perform the repair, only 2009 models were eligible when the recall was released in March 2017. Customer Satisfaction Recall 16116: MY2017 Steering Gear Installed in MY2016 Vehicles: Approximately 3,800 vehicles may have been built with a MY2017 gear...
CPO Warranty Coverage - 03/21/2017
... frequency is still based on the Oil Life Monitoring System (OLM); however, for convenience, the customer may have their oil changed regardless of the percent remaining if they are due for a tire rotation. Tire rotations are recommended at 7,500 miles....
July 2016 Recall Update - 06/27/2016
... Front Upper Control Arm Separation: The recall bulletin has been revised to update the Floor Plan Reimbursement table. Involved vehicles include the 2016 Cadillac Escalade, Escalade ESV, Chevrolet Silverado, Suburban, Tahoe, GMC Sierra, Yukon, Yukon...
Air Conditioning Repair Documentation - 06/27/2016
... for vehicles equipped with R-1234yf refrigerant. Many air conditioning repairs are due to the customer's concern of the system not blowing cold air. After repairing the vehicle, technicians must document on the job card how much refrigerant they had...
April 2015 Recall Update - 03/26/2015
... may affect certain 2010 Chevrolet Equinox and GMC Terrain vehicles equipped with a 2.4L engine.Customer Satisfaction Program 14648: OnStar Gen 8.xC Module Inoperative: There are approximately 42,180 vehicles that may have a performance issue with the...
Maintenance Programs - 09/02/2015
... are provided, but it is necessary to see the Cadillac Premium Care Maintenance Program Guide for reimbursement amounts.CPO Programs are also available in this section. The CPO Cadillac Premium Care Maintenance Program Guide provides reimbursement am...
More on Repeat Repairs - 10/02/2015
... management must look at the cause of failure and determine if two repairs (to correct a single customer concern) were necessary and how the repairs should be properly submitted. If the second repair is what corrected the problem, it's possible the first...
Rental Policies - 12/19/2014
... and dealer owned rental vehicles. As a reminder concerning other policies for rental reimbursement:Rentals are to be given out only for overnight repairs (except Cadillac).Service management written approval is required for four or more rental days....
It Takes a Village - 12/19/2014
... approvals require involvement before repairs are performed, service advisors need to know:A customer signature must be obtained prior to any work being performed. If it is missed, service management must not only sign in place of the customer, they have...
Updates, Recalls, & Special Coverage - 08/05/2014
... product issues and unsatisfactory conditions on the vehicles they build and will notify a customer when a Product Field Action, or recall as many call it, has been opened on their vehicle. Product Field Actions are sometimes announced when a vehicle...
Courtesy Transportation Update - 01/28/2014
... geographic areas in the State of New Jersey and select areas in New York and Connecticut. The reimbursement structure is as follows (as found in bulletin 07-00-89-037):Rental Rate Reimbursement Tier 1 Rentals (all GM brands/models, except Cadillac)...
July 2013 Recall Update - 07/03/2013
... expanded safety recall 12180 to include approximately 193,000 additional vehicles in states where customers were already eligible to have their vehicles repaired under special coverage 11323. The recall addresses a condition where fluid may enter the...
Reflections for the Year and Years Past - 12/09/2013
... code. The code was, and still is, created using the vehicle type, repair grid location, customer issue and issue size. New terms and definitions were established in 2012 for what we used to know as Goodwill, a blanket term that now incorporates...
Refurbished and Remanufactured Parts - 05/26/2021
... servicing a vehicle, the servicer may have a legal obligation to disclose in writing to the customer if remanufactured or refurbished parts will be installed during the service. If a remanufactured or refurbished part is actually installed in the customer’s...
Certified Service Private Offer - 06/29/2021
GM has announced a private promotion providing eligible customers $50 off or $25 off most services. The offer is available in June and July. Owners that spend $200 or more before taxes can receive $50 off (use labor operation 0602121) and owners that...
Battery Transaction Requirements - 11/25/2020
... repair line with appropriate authorization for additional parts and OLH. In the event the customer had to have their battery replaced elsewhere and the battery is not available, enter “REIMBURSEMENT” in the tester code field when reimbursement...
Add On Repair Approval Process Requirements - 12/29/2020
Once a job card is printed, any new customer concern added to it is considered an add on repair. It doesn’t matter if the customer is still standing right in front of you or they call you later in the day to tell you they had forgotten to tell you...
Correct OnTrac Rental Reasons - 07/30/2020
... of the person who is in charge of OnTrac entries to accurately identify the rental reason when a customer is put into one of the CTP vehicles. The rental reasons are: Service, both warranty and customer pay services. Body shop, both warranty and customer...
Courtesy Transportation Bulletin 07-00-89-037 - 12/02/2019
... as taxes or levies and use of a rental vehicle beyond completion of the warranty repair is the customer’s responsibility....
Assembly Consumer Warranty - 12/02/2019
... and Transfer Case assemblies have a 3 year or 100,000 mile warranty when purchased by the customer and installed by the dealership. When these components are replaced during the Powertrain warranty, the warranty is only the balance of the Powertrain...
Product Field Action Working Capital Assistance Program - 06/26/2019
... Dealers must submit a ZSET transaction for WCAP vehicle enrollment and a ZFAT transaction for reimbursement. The transaction for payment will reject if the ZSET transaction is not submitted first. For those submissions that are approved, the dealer will...
1 Concern, 2 Labor Operations, & Pyramid Repairs - 03/27/2019
When your customer expresses only one concern at write up but after the technician diagnoses the vehicle they find two separate, unrelated failures, separate labor operations that address each defect should be claimed on the job card. The second...
Choosing the Correct Labor Operation - 01/24/2023
When customers bring their vehicles to your dealership for repair, they relay to the service advisors what their vehicle is doing, or not doing. It is the responsibility of the service advisor to listen to those concerns, decide if the concern is a single...
Policy Repairs on Vehicles with a Service Contract - 01/24/2023
Many customers purchase Service Contracts, also referred to as Extended Warranties. These contracts are meant to cover repairs after the Manufacturer’s warranty has expired. There is no extended warranty that covers every repair a vehicle needs...
Engineering Information Bulletins - 01/24/2023
... that may exhibit this condition. As a result, this information will be used to root cause the customer’s concern and develop/validate a field fix, that may be announced in a future bulletin. Dealers are to proceed with EI bulletins only if the...
Cross-Line Warranty - 03/23/2023
From a customer’s perspective, there isn’t anything more frustrating or worrisome than a broken down vehicle away from home. The cross-line warranty program provides Service Agents with the ability to perform repairs for those customers who...
Add On Repair Minor Change - 03/23/2023
... or during the diagnostic process of a concern they did have, another problem was found. The customer added a concern after the job card was already printed. The sales staff noted a concern on an in-stock vehicle. The change that was made...
WPC Bulletin Updates - 10/28/2022
... not familiar with the WPC part return process. It has been a long-time requirement to remove customer personal information from the job card before sending a copy of the required job card to the WPC, along with the parts. All information containing...
GMC First Timers $50 Service Private Offer - 12/01/2021
Eligible customers will receive an email with a $50 Appreciation Allowance towards an eligible service or repair at the dealership. The offer is valid through December 31, 2021. Transactions are submitted with labor operation 0602191 with transaction...
Concern Not Duplicated Labor Operations - 02/26/2024
CCND labor operations are used to pay the technician for the time involved in inspecting and trying to recreate a customer concern, that ultimately could not be duplicated or repaired. While every technician should be paid for their time, using these...
Part Warranty Clarification - 04/25/2023
... to the vehicle, coverage is 12 months/unlimited miles (parts only). Parts Installed as Customer Pay: Most, but not all, parts installed or sold over the counter have a 24-month warranty, unlimited mileage coverage. Parts and labor are covered when...
Forum - 09/05/2019
Thanks. I wish they included that in SI in the Maintenance Programs section. That's where I've been going to double check the reimbursement amounts.
Forum - 04/02/2019
The scheduled maintenance programs are marketed as an investment in long term business and a means of improving customer retention. Maintenance program guides state that participation in service under the program is voluntary at the option of the dealer....
Forum - 06/18/2019
... the 2nd inspection tickets with approriate labor ops. This time, I have a line for floor plan reimbursement for stop delivery (job 1) and repair (job 2) that will be claimed in that order. You calculate the number of days between the stop delivery notice...
Forum - 03/06/2020
There is not a labor op for reimbursement on that particular recall. I would reach out to Warranty Support, or DBC on that one.
Forum - 01/28/2020
If it's a special policy reimbursement and still within the time limits you do not have to do a PET
Forum - 01/28/2020
I remember reading something from J&L to use the PET. When would we have to use the PET for reimbursement?
Forum - 02/18/2019
Reference the Transportation, Vehicle Storage, and PDI Policy Manual Article 1.1.13 (Reimbursement for Transportation Transactions).
(NEW) GM Maintenance Program Help Card - 11/04/2021
The card outlines each of the covered Maintenance services with the corresponding labor operation, description and labor time for reimbursement.Download Card
Forum - 02/17/2022
I actually had a couple of them, a few months ago. There is no expiration, as of yet, for the reimbursement
Forum - 02/12/2018
I know there's reimbursement phrasing in recall and special coverages (which you really need to watch the dates on for special coverages!), but this instance was just a powertrain covered repair. At least I know now that she'll pay for these reimbursements...
Forum - 12/20/2017
A good PDI process reference is available within the Service P&P Manual - Transportation, Vehicle Storage, and PDI Policy - Article 3.1.1b (GM Service Agent Reimbursement for PDI Service).
Forum - 12/06/2017
Thanks for the heads up kturner! From the most recent (November 2017) edition of the P&P, Article 3.2.12 Add-On Customer Concern After Job Card Write-Up: Any warranty/policy concern not expressed orally or in writing by the customer at initial write-up...
... as taxes or levies and use of a rental vehicle beyond completion of the warranty repair is the customer’s responsibility....
Assembly Consumer Warranty - 12/02/2019
... and Transfer Case assemblies have a 3 year or 100,000 mile warranty when purchased by the customer and installed by the dealership. When these components are replaced during the Powertrain warranty, the warranty is only the balance of the Powertrain...
Product Field Action Working Capital Assistance Program - 06/26/2019
... Dealers must submit a ZSET transaction for WCAP vehicle enrollment and a ZFAT transaction for reimbursement. The transaction for payment will reject if the ZSET transaction is not submitted first. For those submissions that are approved, the dealer will...
1 Concern, 2 Labor Operations, & Pyramid Repairs - 03/27/2019
When your customer expresses only one concern at write up but after the technician diagnoses the vehicle they find two separate, unrelated failures, separate labor operations that address each defect should be claimed on the job card. The second...
Choosing the Correct Labor Operation - 01/24/2023
When customers bring their vehicles to your dealership for repair, they relay to the service advisors what their vehicle is doing, or not doing. It is the responsibility of the service advisor to listen to those concerns, decide if the concern is a single...
Policy Repairs on Vehicles with a Service Contract - 01/24/2023
Many customers purchase Service Contracts, also referred to as Extended Warranties. These contracts are meant to cover repairs after the Manufacturer’s warranty has expired. There is no extended warranty that covers every repair a vehicle needs...
Engineering Information Bulletins - 01/24/2023
... that may exhibit this condition. As a result, this information will be used to root cause the customer’s concern and develop/validate a field fix, that may be announced in a future bulletin. Dealers are to proceed with EI bulletins only if the...
Cross-Line Warranty - 03/23/2023
From a customer’s perspective, there isn’t anything more frustrating or worrisome than a broken down vehicle away from home. The cross-line warranty program provides Service Agents with the ability to perform repairs for those customers who...
Add On Repair Minor Change - 03/23/2023
... or during the diagnostic process of a concern they did have, another problem was found. The customer added a concern after the job card was already printed. The sales staff noted a concern on an in-stock vehicle. The change that was made...
WPC Bulletin Updates - 10/28/2022
... not familiar with the WPC part return process. It has been a long-time requirement to remove customer personal information from the job card before sending a copy of the required job card to the WPC, along with the parts. All information containing...
GMC First Timers $50 Service Private Offer - 12/01/2021
Eligible customers will receive an email with a $50 Appreciation Allowance towards an eligible service or repair at the dealership. The offer is valid through December 31, 2021. Transactions are submitted with labor operation 0602191 with transaction...
Concern Not Duplicated Labor Operations - 02/26/2024
CCND labor operations are used to pay the technician for the time involved in inspecting and trying to recreate a customer concern, that ultimately could not be duplicated or repaired. While every technician should be paid for their time, using these...
Part Warranty Clarification - 04/25/2023
... to the vehicle, coverage is 12 months/unlimited miles (parts only). Parts Installed as Customer Pay: Most, but not all, parts installed or sold over the counter have a 24-month warranty, unlimited mileage coverage. Parts and labor are covered when...
Forum - 09/05/2019
Thanks. I wish they included that in SI in the Maintenance Programs section. That's where I've been going to double check the reimbursement amounts.
Forum - 04/02/2019
The scheduled maintenance programs are marketed as an investment in long term business and a means of improving customer retention. Maintenance program guides state that participation in service under the program is voluntary at the option of the dealer....
Forum - 06/18/2019
... the 2nd inspection tickets with approriate labor ops. This time, I have a line for floor plan reimbursement for stop delivery (job 1) and repair (job 2) that will be claimed in that order. You calculate the number of days between the stop delivery notice...
Forum - 03/06/2020
There is not a labor op for reimbursement on that particular recall. I would reach out to Warranty Support, or DBC on that one.
Forum - 01/28/2020
If it's a special policy reimbursement and still within the time limits you do not have to do a PET
Forum - 01/28/2020
I remember reading something from J&L to use the PET. When would we have to use the PET for reimbursement?
Forum - 02/18/2019
Reference the Transportation, Vehicle Storage, and PDI Policy Manual Article 1.1.13 (Reimbursement for Transportation Transactions).
(NEW) GM Maintenance Program Help Card - 11/04/2021
The card outlines each of the covered Maintenance services with the corresponding labor operation, description and labor time for reimbursement.Download Card
Forum - 02/17/2022
I actually had a couple of them, a few months ago. There is no expiration, as of yet, for the reimbursement
Forum - 02/12/2018
I know there's reimbursement phrasing in recall and special coverages (which you really need to watch the dates on for special coverages!), but this instance was just a powertrain covered repair. At least I know now that she'll pay for these reimbursements...
Forum - 12/20/2017
A good PDI process reference is available within the Service P&P Manual - Transportation, Vehicle Storage, and PDI Policy - Article 3.1.1b (GM Service Agent Reimbursement for PDI Service).
Forum - 12/06/2017
Thanks for the heads up kturner! From the most recent (November 2017) edition of the P&P, Article 3.2.12 Add-On Customer Concern After Job Card Write-Up: Any warranty/policy concern not expressed orally or in writing by the customer at initial write-up...
Forum - 06/21/2017
i thought a refund was for work previously paid for , before an spa, she just paid for a diagnosis and no repairs i dont feel like she eligible for a reimbursement !
Forum - 02/28/2017
Yes, this recall reimbursement was processed, h-routed for payment and accepted in GWM. The system being covered by the recall was repairable, therefore the reimbursement was able to be processed.
Re: DEALERTRACK - 01/14/2016
... the line for whatever reason, the system won't let you "policy fees" you have to book the line as customer pay and wipe out on the secondary screen (what I call the cashiering screen, where you prompt the system with c/c, check, etc) Generally you don't...
Re: chevrolet pre-paid maintenance plan - 10/06/2015
The labor operation for the Chevrolet 2-Year Maintenance Program is 0600723. Reimbursement varies depending on the vehicle model. There are a couple places to find the list of reimbursement amounts: *The Member's Area on www.jlwarranty.com. From the...
Labor op 1996 Camaro ??? - 12/30/2011
I have to do a 50/50 split with GM on a cust reimbursement ... for a Distributor replacement
#10023 CAMPAIGN - 03/25/2010
NEED TO KNOW HOW TO SUBMIT FOR FLOOR PLAN REIMBURSEMENT ON CAMPAIGN#10023.ALREADY PUT AMOUNT IN MISC NET BUT KEEP GETTING FIELD ACTION HAS ALREADY BEEN PREFORMED FROM GWN
Re: recall 10153 - 12/10/2010
Thanks for everyone's input, also just heard from our AVM & he says as long as they are not affiliated with GM in any way they would receive the $100 reimbursement.
recall 10153 - 12/08/2010
Does a used car dealership receive the $100 reimbursement? I know we are unable to get a reimbursement for ourself but this used car delership is unable to perform warranty work.
Re: DUAL HEADREST DVD - 12/12/2008
You can verify a reimbursement by going to GM EPIC then go under invoice and put the VIN in as the control number it will bring up any invoice that referenced that VIN( this is how the ADI reimbursements are referenced.) I believe your ADI part distributor...
Re: Rental Cars - 10/22/2008
The Rental Allowance Guidelines reference card has been updated to reflect the change in rental reimbursement for the Pontiac G6 ($42). The $37 rental reimbursement rate still applies to those Enterprise or dealer owned daily rental vehicles that are...
Re: 50%-50% split... - 06/19/2008
Also see art 1.5.4 - Reimbursement for Beyond the Warranty Adjustments in the P&P. Talks about 'partial adjustments' there as well.
Re: What Would You Do? 01/08 - 02/22/2008
[quote] Admin: A customer had their vehicle in for service while under the 3/36 factory warranty. During that repair visit it was found that a part needed to be ordered to complete a repair. The technician ordered the part, the repair order was closed...
What Would You Do? 02/08 - 02/25/2008
A customer purchased a remanufactured engine over-the-counter and installed it himself. A short time later the customer brought the vehicle back to the dealership with the concern of oil in the coolant, causing the engine to overheat and fail. After a...
Roadside Assistance - 07/26/2017
... offers security and convenience to GM vehicle owners. The services provided are at no cost to the customer and offer piece of mind when in a distressed situation. Your customers most likely heard about the Roadside Assistance program when they purchased...
Missed Revenue - Parts Expediting - 02/02/2022
... expect that your parts department will always have the part your technician needs to repair your customer's vehicle. And because it is important to GM that your customer's warranty concerns are corrected the same day they bring their vehicle to you they...
Add On Repairs - 06/13/2023
... the technician's paycheck. The two most common examples of add on repair situations are when The customer contacts the service advisor to add another concern that was not mentioned at the time of job card write up. Or when a technician discovers a defect...
Most Common Warranty Deviations - 03/08/2023
... warranty/policy concern added to the job card that was not expressed orally or in writing by the customer at initial write up is considered an add-on repair and requires service management signature/initials, date, time, and explanation prior to the...
What Would You Do? 01/08 - 02/07/2008
A customer had their vehicle in for service while under the 3/36 factory warranty. During that repair visit it was found that a part needed to be ordered to complete a repair. The technician ordered the part, the repair order was closed and the customer...
The Rooster's Crow - 12/27/2007
During a slow afternoon at our dealership a older customer came in and said he was having a problem with his Chevy Truck. He was very annoyed, as he explained that a rooster crow was coming through the speakers of his truck. We tried to clarify his...
Open Recalls - 04/10/2008
... List that is provided on DealerWorld? I've made a "reminder mailer" I fill out & send to the customers. I even put a note to myself on them for the opcode & time since the customer usually brings them to the service counter. This gets attached to the...
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/10/2010
Ya I know, especially for diesels! Our cost on diesel oil alone is over the $20! The coupon I received from the customer didn't even note that over 6 qts would be additional $ to the customer. But if you read the GM message, it says in there that over...
Re: Yet Another Part Warranty Question - 11/12/2009
... they would not be covered. The technician should have contacted the service advisor to advise the customer of the additional expenses and have the customer agree to pay for them. If the advisor did not, the customer cannot be held responsible to pay...
Re: OLD RECALL #07217 - 06/19/2009
The recall document states that "courtesy transportation is intended to minimize customer inconvenience when a vehicle requires a repair that is covered by the New Vehicle Limited Warranty. The availability of courtesy transportation to customers whose...
"NOT GOODWILL-MIC SERVICE AGREEMENT FOUND" - 10/13/2009
2006 Chev Impala with 30,520 miles. Good loyal customer. ABS concern when raining. Multiple hours in diagnosis. No real failed component. Checked hub bearings. Checked cleaned and lubed wheel speed sensors. Cleaned and tightened ground wires (repaired...
Re: CUST $100 MAINT CREDIT FROM GM - 12/22/2011
[quote] GMNL09526: I HAVE A QUESTION: A CUSTOMER WANTED TO KNOW... He received a "Maint Letter from GM for $100 credit toward maintance repairs" --- he us in now having some repairs done under "GMPP" - can he use that $100 credit from GM toward his...
i thought a refund was for work previously paid for , before an spa, she just paid for a diagnosis and no repairs i dont feel like she eligible for a reimbursement !
Forum - 02/28/2017
Yes, this recall reimbursement was processed, h-routed for payment and accepted in GWM. The system being covered by the recall was repairable, therefore the reimbursement was able to be processed.
Re: DEALERTRACK - 01/14/2016
... the line for whatever reason, the system won't let you "policy fees" you have to book the line as customer pay and wipe out on the secondary screen (what I call the cashiering screen, where you prompt the system with c/c, check, etc) Generally you don't...
Re: chevrolet pre-paid maintenance plan - 10/06/2015
The labor operation for the Chevrolet 2-Year Maintenance Program is 0600723. Reimbursement varies depending on the vehicle model. There are a couple places to find the list of reimbursement amounts: *The Member's Area on www.jlwarranty.com. From the...
Labor op 1996 Camaro ??? - 12/30/2011
I have to do a 50/50 split with GM on a cust reimbursement ... for a Distributor replacement
#10023 CAMPAIGN - 03/25/2010
NEED TO KNOW HOW TO SUBMIT FOR FLOOR PLAN REIMBURSEMENT ON CAMPAIGN#10023.ALREADY PUT AMOUNT IN MISC NET BUT KEEP GETTING FIELD ACTION HAS ALREADY BEEN PREFORMED FROM GWN
Re: recall 10153 - 12/10/2010
Thanks for everyone's input, also just heard from our AVM & he says as long as they are not affiliated with GM in any way they would receive the $100 reimbursement.
recall 10153 - 12/08/2010
Does a used car dealership receive the $100 reimbursement? I know we are unable to get a reimbursement for ourself but this used car delership is unable to perform warranty work.
Re: DUAL HEADREST DVD - 12/12/2008
You can verify a reimbursement by going to GM EPIC then go under invoice and put the VIN in as the control number it will bring up any invoice that referenced that VIN( this is how the ADI reimbursements are referenced.) I believe your ADI part distributor...
Re: Rental Cars - 10/22/2008
The Rental Allowance Guidelines reference card has been updated to reflect the change in rental reimbursement for the Pontiac G6 ($42). The $37 rental reimbursement rate still applies to those Enterprise or dealer owned daily rental vehicles that are...
Re: 50%-50% split... - 06/19/2008
Also see art 1.5.4 - Reimbursement for Beyond the Warranty Adjustments in the P&P. Talks about 'partial adjustments' there as well.
Re: What Would You Do? 01/08 - 02/22/2008
[quote] Admin: A customer had their vehicle in for service while under the 3/36 factory warranty. During that repair visit it was found that a part needed to be ordered to complete a repair. The technician ordered the part, the repair order was closed...
What Would You Do? 02/08 - 02/25/2008
A customer purchased a remanufactured engine over-the-counter and installed it himself. A short time later the customer brought the vehicle back to the dealership with the concern of oil in the coolant, causing the engine to overheat and fail. After a...
Roadside Assistance - 07/26/2017
... offers security and convenience to GM vehicle owners. The services provided are at no cost to the customer and offer piece of mind when in a distressed situation. Your customers most likely heard about the Roadside Assistance program when they purchased...
Missed Revenue - Parts Expediting - 02/02/2022
... expect that your parts department will always have the part your technician needs to repair your customer's vehicle. And because it is important to GM that your customer's warranty concerns are corrected the same day they bring their vehicle to you they...
Add On Repairs - 06/13/2023
... the technician's paycheck. The two most common examples of add on repair situations are when The customer contacts the service advisor to add another concern that was not mentioned at the time of job card write up. Or when a technician discovers a defect...
Most Common Warranty Deviations - 03/08/2023
... warranty/policy concern added to the job card that was not expressed orally or in writing by the customer at initial write up is considered an add-on repair and requires service management signature/initials, date, time, and explanation prior to the...
What Would You Do? 01/08 - 02/07/2008
A customer had their vehicle in for service while under the 3/36 factory warranty. During that repair visit it was found that a part needed to be ordered to complete a repair. The technician ordered the part, the repair order was closed and the customer...
The Rooster's Crow - 12/27/2007
During a slow afternoon at our dealership a older customer came in and said he was having a problem with his Chevy Truck. He was very annoyed, as he explained that a rooster crow was coming through the speakers of his truck. We tried to clarify his...
Open Recalls - 04/10/2008
... List that is provided on DealerWorld? I've made a "reminder mailer" I fill out & send to the customers. I even put a note to myself on them for the opcode & time since the customer usually brings them to the service counter. This gets attached to the...
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/10/2010
Ya I know, especially for diesels! Our cost on diesel oil alone is over the $20! The coupon I received from the customer didn't even note that over 6 qts would be additional $ to the customer. But if you read the GM message, it says in there that over...
Re: Yet Another Part Warranty Question - 11/12/2009
... they would not be covered. The technician should have contacted the service advisor to advise the customer of the additional expenses and have the customer agree to pay for them. If the advisor did not, the customer cannot be held responsible to pay...
Re: OLD RECALL #07217 - 06/19/2009
The recall document states that "courtesy transportation is intended to minimize customer inconvenience when a vehicle requires a repair that is covered by the New Vehicle Limited Warranty. The availability of courtesy transportation to customers whose...
"NOT GOODWILL-MIC SERVICE AGREEMENT FOUND" - 10/13/2009
2006 Chev Impala with 30,520 miles. Good loyal customer. ABS concern when raining. Multiple hours in diagnosis. No real failed component. Checked hub bearings. Checked cleaned and lubed wheel speed sensors. Cleaned and tightened ground wires (repaired...
Re: CUST $100 MAINT CREDIT FROM GM - 12/22/2011
[quote] GMNL09526: I HAVE A QUESTION: A CUSTOMER WANTED TO KNOW... He received a "Maint Letter from GM for $100 credit toward maintance repairs" --- he us in now having some repairs done under "GMPP" - can he use that $100 credit from GM toward his...
Service Call - 11/21/2011
... working here. He claims that GM has/had an opcode that allows for a "service call". Example- Customer calls to say vehicle won't start. Sent tech to customer residence & he checks the battery, no problem found & jump starts the vehicle, and is done....
Re: SPECIAL POLICY WITH 50/50 AND GMPP - 09/11/2012
... On the Pricing Requested screen, determine the total cost. 3. Determine the amount to enter in Customer Participation Amount field by following the example below. Note: $250.00 total repair cost and $100 customer deductible is used for the example...
What Would You Do - 08/15 - 07/30/2015
... Program member recently sent an email with an interesting repair scenario. The dealership had a customer visit the store with a request to address an issue with the transmission. The story: The customer's vehicle had an open special coverage, 14404,...
Re: What Would You Do - 02/15 - 02/11/2015
I would contact the customer and find out what the issue was (if there was a time agreed upon prior to calling the tow service) Depending on the answer to that question our SM would review the service history of this customer in Dashboard and see if an...
What Would You Do - 09/14 - 09/09/2014
A customer with a 2003 Saturn Ion contacted their dealer with assistance on the ignition switch recall. Because the customer did not feel safe driving the vehicle, the customer was provided with a rental while waiting for parts to arrive at the dealership....
Re: What Would You Do - 02/15 - 02/02/2015
... whether or not there was an agreed upon time to pick the car up, but I would have contacted the customer to find out if there was an extenuating circumstance that led them to need to drive the car and then arranged a way to pick it up from them or find...
Re: Does this bother anyone else? - 12/03/2013
[quote] hdonnert: I would say that if your advisors where calling there customers after they completed and finalize there repair orders then I'm in. But as many calls as I get for updates I would have to say I'm out. This app helps me not to micro manage...
Forum - 10/12/2016
I agree that it would make sense to have management approval supporting a customer enthusiasm repair, it is a best practice to do so, therefore indicating managements involvement in the decision making process. Also, the latest version of the...
What Would You Do - 09/16 - 08/24/2016
... As a result, the job card line pertaining to the check engine soon light concern was written as customer pay. The two recall lines were indicated as warranty lines. The technician found that there were two codes associated with the check engine...
Forum - 05/08/2017
What i would have done is: document the failure of lamp seal and close out ticket as customer pay (with parts on order). Once all parts were in, schedule customer for repair and submit then. We sublet our glass r&r's, so we have to account for their...
Forum - 05/30/2017
Thanks for the responses! The dealership opened a new job card to reimburse the customer for the parts and labor associated with the customer pay repairs performed on the second repair order (the repair should have been handled as a part warranty...
What Would You Do - 08/17 - 07/25/2017
... their local dealership with a concern of the temperature fluctuating when defrost was on. The customer would set the temperature at 70 degrees, but found that the system would blow either very cold air or extremely hot air. The technician did not...
BE AWARE...Add On Repairs wording - 12/06/2017
... state that they verified the concern, it only states that the Date and Time be documented for the customer approval. I read this as the Date and Time is the only thing that must be there. We had all these approvals, Date and Time by the Advisors,...
Forum - 12/07/2017
... the envelope to the job card to support. In the case of a night drop with nothing on it, including customer concerns: either the customer is calling in or the advisor is reaching out to the customer to obtain service requests. Since the concern...
Forum - 02/08/2018
... is not needed? We just recently went through an audit where they were checking for the customer notification on the add-on repairs. The customer had one complaint of a leak but the tech found 2 different components leaking so another line was added....
Forum - 02/09/2018
... of vibration but 2 different causes found such as a defective tire and prop shaft. As the customer expressed a single complaint, this would NOT be considered an "add-on" so you do NOT have to identify one of the transations as such. ...
Forum - 03/26/2018
... you mentioned states: "The General Motors Courtesy Transportation program is intended to minimize customer inconvenience when a vehicle requires a repair that is covered by the New Vehicle Limited Warranties. The availability of courtesy transportation...
Out of Warranty Rental - 06/13/2022
Has anyone ever submitted for payment of a rental due to part delayed for a customer pay repair. We have a customer that came in with a CAC case, SM submitted a PET and we got a zero GM participation on the emissions repair. Still in by time but...
Forum - 08/01/2023
... of window stickers, is it possible for sales to order something they want to install for the customer after the fact or is the only way it can be on the sticker because it is a factory LPO? Depending on the answer to that would be what you have to do....
PIE0669 Info on 7500 mile maint for Dual Clutch Trans Canister Filter - 11/04/2021
... new bulletin?In the "attention" section it reads Proceed with this EI ONLY if the customer has commented about this concern AND the PIE number is listed in the Global Warranty Management / Investigate History link (GWM/IVH). If the...
Sublet - 09/20/2021
We had a customer come in with a water leak, and they had a vendor come in to diagnose it. But parts had to be ordered, so the customer took their vehicle. The advisor billed out the sublet and I asked him to remove it from that repair order and bill...
Forum - 01/11/2021
... can tell me why. I found where if it is an appointment thru Xtime then it does not pull the customers concern thru to GM correctly. Instead it shows in the customers concern box the GM category code and the 4 digit complaint code, ie No customer...
Forum - 06/01/2020
... amount, but we are still compliant because we did one before repair began. It's unfair to the customer to change the participation amount to a higher $$, so this seems to be a way to avoid that. We have sent a couple to our DMA, to override the customer...
Forum - 05/18/2020
... are not for your shop's screwups, they are for things that GM says you can reimburse the customer for. The advisor being greedy is not one of them. ...
What Would You Do - 04/18 - 03/26/2018
A customer presented their vehicle at the dealership with an air conditioning compressor concern. The service advisor noticed in the vehicle history that the owner had a previous compressor issue requiring replacement approximately three years ago. Since...
... working here. He claims that GM has/had an opcode that allows for a "service call". Example- Customer calls to say vehicle won't start. Sent tech to customer residence & he checks the battery, no problem found & jump starts the vehicle, and is done....
Re: SPECIAL POLICY WITH 50/50 AND GMPP - 09/11/2012
... On the Pricing Requested screen, determine the total cost. 3. Determine the amount to enter in Customer Participation Amount field by following the example below. Note: $250.00 total repair cost and $100 customer deductible is used for the example...
What Would You Do - 08/15 - 07/30/2015
... Program member recently sent an email with an interesting repair scenario. The dealership had a customer visit the store with a request to address an issue with the transmission. The story: The customer's vehicle had an open special coverage, 14404,...
Re: What Would You Do - 02/15 - 02/11/2015
I would contact the customer and find out what the issue was (if there was a time agreed upon prior to calling the tow service) Depending on the answer to that question our SM would review the service history of this customer in Dashboard and see if an...
What Would You Do - 09/14 - 09/09/2014
A customer with a 2003 Saturn Ion contacted their dealer with assistance on the ignition switch recall. Because the customer did not feel safe driving the vehicle, the customer was provided with a rental while waiting for parts to arrive at the dealership....
Re: What Would You Do - 02/15 - 02/02/2015
... whether or not there was an agreed upon time to pick the car up, but I would have contacted the customer to find out if there was an extenuating circumstance that led them to need to drive the car and then arranged a way to pick it up from them or find...
Re: Does this bother anyone else? - 12/03/2013
[quote] hdonnert: I would say that if your advisors where calling there customers after they completed and finalize there repair orders then I'm in. But as many calls as I get for updates I would have to say I'm out. This app helps me not to micro manage...
Forum - 10/12/2016
I agree that it would make sense to have management approval supporting a customer enthusiasm repair, it is a best practice to do so, therefore indicating managements involvement in the decision making process. Also, the latest version of the...
What Would You Do - 09/16 - 08/24/2016
... As a result, the job card line pertaining to the check engine soon light concern was written as customer pay. The two recall lines were indicated as warranty lines. The technician found that there were two codes associated with the check engine...
Forum - 05/08/2017
What i would have done is: document the failure of lamp seal and close out ticket as customer pay (with parts on order). Once all parts were in, schedule customer for repair and submit then. We sublet our glass r&r's, so we have to account for their...
Forum - 05/30/2017
Thanks for the responses! The dealership opened a new job card to reimburse the customer for the parts and labor associated with the customer pay repairs performed on the second repair order (the repair should have been handled as a part warranty...
What Would You Do - 08/17 - 07/25/2017
... their local dealership with a concern of the temperature fluctuating when defrost was on. The customer would set the temperature at 70 degrees, but found that the system would blow either very cold air or extremely hot air. The technician did not...
BE AWARE...Add On Repairs wording - 12/06/2017
... state that they verified the concern, it only states that the Date and Time be documented for the customer approval. I read this as the Date and Time is the only thing that must be there. We had all these approvals, Date and Time by the Advisors,...
Forum - 12/07/2017
... the envelope to the job card to support. In the case of a night drop with nothing on it, including customer concerns: either the customer is calling in or the advisor is reaching out to the customer to obtain service requests. Since the concern...
Forum - 02/08/2018
... is not needed? We just recently went through an audit where they were checking for the customer notification on the add-on repairs. The customer had one complaint of a leak but the tech found 2 different components leaking so another line was added....
Forum - 02/09/2018
... of vibration but 2 different causes found such as a defective tire and prop shaft. As the customer expressed a single complaint, this would NOT be considered an "add-on" so you do NOT have to identify one of the transations as such. ...
Forum - 03/26/2018
... you mentioned states: "The General Motors Courtesy Transportation program is intended to minimize customer inconvenience when a vehicle requires a repair that is covered by the New Vehicle Limited Warranties. The availability of courtesy transportation...
Out of Warranty Rental - 06/13/2022
Has anyone ever submitted for payment of a rental due to part delayed for a customer pay repair. We have a customer that came in with a CAC case, SM submitted a PET and we got a zero GM participation on the emissions repair. Still in by time but...
Forum - 08/01/2023
... of window stickers, is it possible for sales to order something they want to install for the customer after the fact or is the only way it can be on the sticker because it is a factory LPO? Depending on the answer to that would be what you have to do....
PIE0669 Info on 7500 mile maint for Dual Clutch Trans Canister Filter - 11/04/2021
... new bulletin?In the "attention" section it reads Proceed with this EI ONLY if the customer has commented about this concern AND the PIE number is listed in the Global Warranty Management / Investigate History link (GWM/IVH). If the...
Sublet - 09/20/2021
We had a customer come in with a water leak, and they had a vendor come in to diagnose it. But parts had to be ordered, so the customer took their vehicle. The advisor billed out the sublet and I asked him to remove it from that repair order and bill...
Forum - 01/11/2021
... can tell me why. I found where if it is an appointment thru Xtime then it does not pull the customers concern thru to GM correctly. Instead it shows in the customers concern box the GM category code and the 4 digit complaint code, ie No customer...
Forum - 06/01/2020
... amount, but we are still compliant because we did one before repair began. It's unfair to the customer to change the participation amount to a higher $$, so this seems to be a way to avoid that. We have sent a couple to our DMA, to override the customer...
Forum - 05/18/2020
... are not for your shop's screwups, they are for things that GM says you can reimburse the customer for. The advisor being greedy is not one of them. ...
What Would You Do - 04/18 - 03/26/2018
A customer presented their vehicle at the dealership with an air conditioning compressor concern. The service advisor noticed in the vehicle history that the owner had a previous compressor issue requiring replacement approximately three years ago. Since...
Forum - 10/04/2018
An example: a customer concern is coded as customer pay at time of write up, but after technician diagnosis it is determined that the repair is covered by the powertrain warranty. Management must authorize the change in responsibility for the charges...
October 2023 Recall Update - 09/25/2023
Customer Satisfaction Recall N222375790-07 Park Assist Retrofit: The recall bulletin has been updated to provide warranty information table improvements. The bulletin affects several 2022-23 model year Buick, Cadillac, Chevrolet, and GMC vehicles. The ...
Dealer Empowerment - 03/23/2024
Bulletin 11-00-89-005 was updated in March and several Goodwill Tools were eliminated. Dealers can no longer give their customers service vouchers, a pre-paid maintenance plan, or the EV pre-paid maintenance plan. Review the bulletin to see the tools...
Labor Operation Selection - 12/01/2021
Sometimes your customer may have more than one problem going on with their vehicle, but it is all related to their original concern. When multiple repairs are required to correct a customer’s one concern, it needs to be clarified by the technician...
Part Failures Under a Part Warranty - 10/26/2021
The majority of GM parts installed in a customer pay transaction have a 24-month, unlimited mileage warranty. If the installed part fails within this warranty period, both parts and labor are covered and if the vehicle was towed to the dealership, towing...
Cross-Line Warranty - 10/26/2021
... a Chevrolet dealership may perform repairs on a Buick if it is significantly inconvenient for the customer to get to a franchised dealership. Or, repairs may be performed on non-franchised used vehicles sold by the dealership from their Pre-Owned department,...
Job Card Final Closeout - 03/28/2022
... the lines. If you reprint a job card, you must always keep the original hard/shop copy that the customer signed. A signed reprint without the original job card is non-compliant. In the case of a lost or damaged original job card, the reprint must...
Special Coverage - 11/21/2022
... Warranty, when a known product issue occurs. Notification letters are sent to last known customers of record instructing them to contact their dealer to schedule a service appointment only if their vehicle experiences the condition described in...
November 2019 Recall Update - 10/23/2019
... vehicles. The coverage term is model specific, with a limit of either 5/60,000 or 6/72,000. Customer Satisfaction Recall N172130462-02: Loss of Propulsion Due to Low Cell Voltage: The bulletin has been revised to include the 2012 Chevrolet Volt...
Special Coverage Policy Repairs - 08/27/2019
... labor operations, and part information. Notification letters are sent to all last known customers of record instructing them to contact their dealership to schedule a service appointment only if their vehicle experiences the issue described in the special...
Looking Up Labor Operations - 02/27/2020
... “true” OLH. Also explained in this bulletin is the situation where the customer comes in with a single concern but that concern turned into two separate failures. For example, your customer brings their vehicle in for a coolant leak...
Sublet Repair - 06/23/2020
... Dealers are responsible for the satisfactory completion of those warranty repairs. If GM receives customer complaints regarding the work performed by a particular establishment, they may specifically single out that facility and inform the dealership...
DECEMBER 2020 RECALL UPDATE - 11/25/2020
... Loss of Brake Assist: The recall bulletin has been revised to include a copy of the customer notification letter. Certain 2018 Cadillac Escalade, Escalade ESV, Chevrolet Silverado LD, Tahoe, GMC Sierra LD, Yukon, and Yukon XL vehicles are included...
Labor Operation Selection - 06/29/2021
Most customer concerns typically result in a single repair, but sometimes it takes the repair or replacement of more than one component to completely satisfy your customer’s concern. In bulletin 18-NA-146, GM states the following: One Concern but...
8-Point Bulletin Review - 08/30/2021
... enhance the process. Authorization to Perform Repairs - The job card must be signed by the customer in the Authorization to Perform Repairs field prior to any repairs being performed. Attach customer signed pre-write up sheets, early bird envelope or...
Labor Operation Exceptions - 04/29/2021
... Concern but Separate Causes - When two unrelated defects are found based on a single customer complaint, there should be two separate lines on the job card and two separate transactions submitted for reimbursement. Use the labor operation applicable...
BrightDrop - 01/27/2021
GM is launching a commercial electric vehicle business called BrightDrop. It’s first customer is FedEx Express with an anticipated build of about 500 EV600’s. The BrightDrop brand will offer electric products, software, and services. Products...
Green Garage - 12/09/2013
... on young people, vehicle owners that are just out of warranty, and women. The vision is to create customer friendly, transparent, environmentally friendly garages with environmental products and processes that can be expanded to all states. Plans are...
Safety Recall 12213 - 12/09/2013
... involved in this safety recall, it has become necessary for GM to administer the mailing of customer notification letters for the recall in phases. The notification releases are being prioritized based on the mean elevation of the state or Canadian province...
Over-The-Counter Part Warranties - 10/01/2013
Service management is required to approve all part warranties, including those sold over-the-counter. When a customer returns a part they claim is defective, service management must be involved and approve the part warranty transaction. Since most parts...
2013 Camaro5 Fest - 09/04/2013
... specific Chevrolet Performance Part or Accessory that was identified in the Camaro5 Fest catalog. Customers that purchased an applicable performance part or accessory as listed within the Camaro5 Fest catalog also received a coupon for the installation...
Vehicle Vibration Concerns - 07/03/2013
Multiple repair attempts are being performed on customer vehicles that exhibit vibration concerns. The repair attempts are being made without utilizing the support of the GM Technical Assistance Center. To increase the effectiveness of resolving vibration...
The New Cadillac Certified Pre Owned Program - 07/03/2013
... which includes maintenance services. A maintenance plan is available for purchase by the customer, or absorbed by the dealership, when a certified Cadillac is being sold. Cadillac recommends a sale price of $399 for the maintenance add on, but will...
Cadillac Vehicle Update - 05/14/2013
... during the Cadillac Vehicle Update initiative. The labour operation may be submitted with customer code 0090 and cause code 9090 and will cover the following items:Topping off the fuel; up to $60. Attach the receipt to the job card.Wash and vacuum the...
The Dealer Empowerment Portal - 04/12/2013
... to the application is based on a user's GlobalConnect ID role access. The service advisor and customer relations manager have limited access (policy calculator and reference materials), whereas the service manager and parts/service director have full...
An example: a customer concern is coded as customer pay at time of write up, but after technician diagnosis it is determined that the repair is covered by the powertrain warranty. Management must authorize the change in responsibility for the charges...
October 2023 Recall Update - 09/25/2023
Customer Satisfaction Recall N222375790-07 Park Assist Retrofit: The recall bulletin has been updated to provide warranty information table improvements. The bulletin affects several 2022-23 model year Buick, Cadillac, Chevrolet, and GMC vehicles. The ...
Dealer Empowerment - 03/23/2024
Bulletin 11-00-89-005 was updated in March and several Goodwill Tools were eliminated. Dealers can no longer give their customers service vouchers, a pre-paid maintenance plan, or the EV pre-paid maintenance plan. Review the bulletin to see the tools...
Labor Operation Selection - 12/01/2021
Sometimes your customer may have more than one problem going on with their vehicle, but it is all related to their original concern. When multiple repairs are required to correct a customer’s one concern, it needs to be clarified by the technician...
Part Failures Under a Part Warranty - 10/26/2021
The majority of GM parts installed in a customer pay transaction have a 24-month, unlimited mileage warranty. If the installed part fails within this warranty period, both parts and labor are covered and if the vehicle was towed to the dealership, towing...
Cross-Line Warranty - 10/26/2021
... a Chevrolet dealership may perform repairs on a Buick if it is significantly inconvenient for the customer to get to a franchised dealership. Or, repairs may be performed on non-franchised used vehicles sold by the dealership from their Pre-Owned department,...
Job Card Final Closeout - 03/28/2022
... the lines. If you reprint a job card, you must always keep the original hard/shop copy that the customer signed. A signed reprint without the original job card is non-compliant. In the case of a lost or damaged original job card, the reprint must...
Special Coverage - 11/21/2022
... Warranty, when a known product issue occurs. Notification letters are sent to last known customers of record instructing them to contact their dealer to schedule a service appointment only if their vehicle experiences the condition described in...
November 2019 Recall Update - 10/23/2019
... vehicles. The coverage term is model specific, with a limit of either 5/60,000 or 6/72,000. Customer Satisfaction Recall N172130462-02: Loss of Propulsion Due to Low Cell Voltage: The bulletin has been revised to include the 2012 Chevrolet Volt...
Special Coverage Policy Repairs - 08/27/2019
... labor operations, and part information. Notification letters are sent to all last known customers of record instructing them to contact their dealership to schedule a service appointment only if their vehicle experiences the issue described in the special...
Looking Up Labor Operations - 02/27/2020
... “true” OLH. Also explained in this bulletin is the situation where the customer comes in with a single concern but that concern turned into two separate failures. For example, your customer brings their vehicle in for a coolant leak...
Sublet Repair - 06/23/2020
... Dealers are responsible for the satisfactory completion of those warranty repairs. If GM receives customer complaints regarding the work performed by a particular establishment, they may specifically single out that facility and inform the dealership...
DECEMBER 2020 RECALL UPDATE - 11/25/2020
... Loss of Brake Assist: The recall bulletin has been revised to include a copy of the customer notification letter. Certain 2018 Cadillac Escalade, Escalade ESV, Chevrolet Silverado LD, Tahoe, GMC Sierra LD, Yukon, and Yukon XL vehicles are included...
Labor Operation Selection - 06/29/2021
Most customer concerns typically result in a single repair, but sometimes it takes the repair or replacement of more than one component to completely satisfy your customer’s concern. In bulletin 18-NA-146, GM states the following: One Concern but...
8-Point Bulletin Review - 08/30/2021
... enhance the process. Authorization to Perform Repairs - The job card must be signed by the customer in the Authorization to Perform Repairs field prior to any repairs being performed. Attach customer signed pre-write up sheets, early bird envelope or...
Labor Operation Exceptions - 04/29/2021
... Concern but Separate Causes - When two unrelated defects are found based on a single customer complaint, there should be two separate lines on the job card and two separate transactions submitted for reimbursement. Use the labor operation applicable...
BrightDrop - 01/27/2021
GM is launching a commercial electric vehicle business called BrightDrop. It’s first customer is FedEx Express with an anticipated build of about 500 EV600’s. The BrightDrop brand will offer electric products, software, and services. Products...
Green Garage - 12/09/2013
... on young people, vehicle owners that are just out of warranty, and women. The vision is to create customer friendly, transparent, environmentally friendly garages with environmental products and processes that can be expanded to all states. Plans are...
Safety Recall 12213 - 12/09/2013
... involved in this safety recall, it has become necessary for GM to administer the mailing of customer notification letters for the recall in phases. The notification releases are being prioritized based on the mean elevation of the state or Canadian province...
Over-The-Counter Part Warranties - 10/01/2013
Service management is required to approve all part warranties, including those sold over-the-counter. When a customer returns a part they claim is defective, service management must be involved and approve the part warranty transaction. Since most parts...
2013 Camaro5 Fest - 09/04/2013
... specific Chevrolet Performance Part or Accessory that was identified in the Camaro5 Fest catalog. Customers that purchased an applicable performance part or accessory as listed within the Camaro5 Fest catalog also received a coupon for the installation...
Vehicle Vibration Concerns - 07/03/2013
Multiple repair attempts are being performed on customer vehicles that exhibit vibration concerns. The repair attempts are being made without utilizing the support of the GM Technical Assistance Center. To increase the effectiveness of resolving vibration...
The New Cadillac Certified Pre Owned Program - 07/03/2013
... which includes maintenance services. A maintenance plan is available for purchase by the customer, or absorbed by the dealership, when a certified Cadillac is being sold. Cadillac recommends a sale price of $399 for the maintenance add on, but will...
Cadillac Vehicle Update - 05/14/2013
... during the Cadillac Vehicle Update initiative. The labour operation may be submitted with customer code 0090 and cause code 9090 and will cover the following items:Topping off the fuel; up to $60. Attach the receipt to the job card.Wash and vacuum the...
The Dealer Empowerment Portal - 04/12/2013
... to the application is based on a user's GlobalConnect ID role access. The service advisor and customer relations manager have limited access (policy calculator and reference materials), whereas the service manager and parts/service director have full...
Recalls as Add On Repairs - 09/09/2014
... that doesn't always happen. If an open recall is discovered after a job card has been written, the customer must first be contacted for permission to do the recall. If the customer refuses, complete the Recall Vehicle Action Report form and mail a copy...
Warranty 101 - 10/31/2014
... The dealership should open a job card to document that the specific recall is open, but the customer has denied completion. As with any job card, the customer must sign to acknowledge the document. There are some recalls that contain a special labour...
December 2014 Recall Update - 11/25/2014
... replacement of suspect airbag modules and their immediate return for analysis. Approximately 1,600 customers who have not had their vehicles subject to this safety recall repaired will receive a letter via FedEx, and 9,600 customers with recalled vehicles...
New! Vehicle Health Management (VHM) - 11/25/2014
The intent of the newly launched VHM service is to help prevent the customer from experiencing a vehicle No Start condition. VHM accomplishes this by monitoring the Engine Cranking system and the Fuel Delivery system. If either of these monitored systems...
Maintenance - 10/23/2015
... within 24 months or 24,000 miles. This program has been very successful for dealers by encouraging customers to return to the selling dealer during the warranty period for maintenance. For 2016 model year Chevrolet, Buick, and GMC models, commercial...
Cadillac V-Series - 12/01/2015
... can capture video, in-cabin audio, and performance data like g-force, 0-60, lap times and more. Customers are able to use the professional level race team software to analyze their performance and share it with others. In order to save their driving...
May 2015 Recall Update - 04/28/2015
... 2002-2007 Saturn Vue. The special coverage covers involved vehicles for the life of the vehicle.Customer Satisfaction Program 14395A: OnStar Module Battery Drain: The recall population has been revised to update the labor time for the Chevrolet Colorado...
Choosing The Correct Labor Operation - 06/02/2015
... since the repair set up time included in every labor operation is not necessary a second time.Some customer concerns are written as separate concerns on the job card because they are different problems. Each distinctive customer concern should be written...
What is the Average Age of Your Transactions? - 07/28/2016
Your customers are to be given a copy of the completed job card that shows all repair information for both customer pay and warranty repairs. If the paperwork is not complete at the time the customer is present to pick up their vehicle, a copy may be...
Part Warranty Coverage on Seals and Gaskets - 03/01/2016
GM parts and accessories that are purchased and installed on a customer's vehicle carry warranty coverage for 12 months and unlimited miles. Warranty reimbursement is accomplished by submitting transaction type ZPTI and entering the previous job card...
Service Policies & Procedures Recent Updates - 01/11/2016
... Up: The warranty job card must include the date, odometer reading, delivery date (as applicable), customer name, and the service advisor ID. The update to this section is to add the word "complete" to VIN. No last eight; the complete VIN. Also added...
Consumer Part Warranty - 09/27/2016
... coverage that is the balance of the powertrain warranty, or 12 months, whichever is greater. A customer that purchases and has installed an engine, automatic transmission, or transfer case, receives a 3-year/100,000 mile warranty, whichever comes first....
Warranty Parts Center - 10/26/2016
... Plant, Assembly Plant and Brand Quality Management personnel to perform root cause analysis of customer product concerns. The WPC issues specific part return requests to the Service Agent to obtain the desired parts. Service Agents must return the requested...
June 2017 Recall Update - 05/22/2017
... rings. Involved vehicles are covered for a period of 7 years and 6 months or 120,000 miles. Customer Satisfaction Program 16147-01: CHMSL Water Leak: The part information section, correction statement, and information regarding the training video...
From the Forum - CSI Survey - 09/27/2017
A Warranty Community Member initiated a forum thread requesting details on the GM Customer Satisfaction Information (CSI) survey process. This process evaluates dealer performance to the GM Retail Standards. CSI should be used by the dealer to monitor...
In-Service Date and Job Cards - 07/25/2017
... lessee, or operator name and contact information Service Advisor ID (name or code) Customer’s signature that provides authorization to perform repairs We were recently made aware of a chargeback during an audit due to the in-service date missing...
March 2018 Recall Update - 02/20/2018
... The recall applies those trucks that are equipped with Dual Fuel Tanks and a 6.0L V8 Engine. Customer Satisfaction Program 17456: Rear Wheel Hub Nut Loose: Approximately 43,940 vehicles are involved in the program that requires replacement of the rear...
Cadillac Moments Goodwill: - 04/23/2018
The Cadillac Moments Goodwill Tool is an exclusive resource used to assist in resolving unique customer concerns. Labor operation 0600425 has been created for use by the dealer for goodwill purposes, either inside or outside of warranty, to resolve customer...
Certified Service Instant Value Certificate - 04/23/2018
... are able to offer up to a $30 instant discount (based on increments of $10) on service to select customers. The program provides the dealer with an opportunity to reach out to those customers that have not been in for service in the last 13-72 months. Dealerships...
August 2018 Recall Update - 07/23/2018
... recall affects certain 2013-2014 Chevrolet Cruze and Sonic vehicles equipped with a 1.8L engine. Customer Satisfaction Recall 18027 Power Steering Loss of Assist: Certain 2015 Chevrolet Colorado and GMC Canyon vehicles may have a condition in which the...
DTC P2463 - 06/25/2018
... 10-06-05-002 addresses the importance of routine cleaning the Diesel Particulate Filter (DPF). Customers should be instructed that in order for the filter to clean itself, the vehicle must be driven above 30 mph until the Clean Exhaust Filter Continue...
The History of a Warranty Claim Submission - 01/06/2010
... as you may have read in your GWM training, don't change how you represent your business to your customers. The GWM system offers online transaction submission and validation with nightly batch processing. If the transaction has rejected, correction can...
From the Desk of a Service Manager - 06/07/2010
... afternoon I wouldn't have believed it if I hadn't stopped to see it. There were at least 80 customers in the showrooms alone. Combined with the 20 or so staff members onsite, it looked like one heck of a day to sell cars.I called that store the next...
January 2012 Recall Update - 01/19/2012
... Not Fully Functional or Inoperative: The special coverage has been updated to notify dealers that customer letters for the special coverage were mailed in phases. Letters for the final phase were mailed beginning on January 4, 2012. Due to this later...
Open Recalls - 05/02/2012
... decision to not have a recall completed, it must be documented as such on the job card, with the customer's signature.Recalls are vital to a car's safety, performance and resale value. Franchised service agents have open recall data readily available;...
... that doesn't always happen. If an open recall is discovered after a job card has been written, the customer must first be contacted for permission to do the recall. If the customer refuses, complete the Recall Vehicle Action Report form and mail a copy...
Warranty 101 - 10/31/2014
... The dealership should open a job card to document that the specific recall is open, but the customer has denied completion. As with any job card, the customer must sign to acknowledge the document. There are some recalls that contain a special labour...
December 2014 Recall Update - 11/25/2014
... replacement of suspect airbag modules and their immediate return for analysis. Approximately 1,600 customers who have not had their vehicles subject to this safety recall repaired will receive a letter via FedEx, and 9,600 customers with recalled vehicles...
New! Vehicle Health Management (VHM) - 11/25/2014
The intent of the newly launched VHM service is to help prevent the customer from experiencing a vehicle No Start condition. VHM accomplishes this by monitoring the Engine Cranking system and the Fuel Delivery system. If either of these monitored systems...
Maintenance - 10/23/2015
... within 24 months or 24,000 miles. This program has been very successful for dealers by encouraging customers to return to the selling dealer during the warranty period for maintenance. For 2016 model year Chevrolet, Buick, and GMC models, commercial...
Cadillac V-Series - 12/01/2015
... can capture video, in-cabin audio, and performance data like g-force, 0-60, lap times and more. Customers are able to use the professional level race team software to analyze their performance and share it with others. In order to save their driving...
May 2015 Recall Update - 04/28/2015
... 2002-2007 Saturn Vue. The special coverage covers involved vehicles for the life of the vehicle.Customer Satisfaction Program 14395A: OnStar Module Battery Drain: The recall population has been revised to update the labor time for the Chevrolet Colorado...
Choosing The Correct Labor Operation - 06/02/2015
... since the repair set up time included in every labor operation is not necessary a second time.Some customer concerns are written as separate concerns on the job card because they are different problems. Each distinctive customer concern should be written...
What is the Average Age of Your Transactions? - 07/28/2016
Your customers are to be given a copy of the completed job card that shows all repair information for both customer pay and warranty repairs. If the paperwork is not complete at the time the customer is present to pick up their vehicle, a copy may be...
Part Warranty Coverage on Seals and Gaskets - 03/01/2016
GM parts and accessories that are purchased and installed on a customer's vehicle carry warranty coverage for 12 months and unlimited miles. Warranty reimbursement is accomplished by submitting transaction type ZPTI and entering the previous job card...
Service Policies & Procedures Recent Updates - 01/11/2016
... Up: The warranty job card must include the date, odometer reading, delivery date (as applicable), customer name, and the service advisor ID. The update to this section is to add the word "complete" to VIN. No last eight; the complete VIN. Also added...
Consumer Part Warranty - 09/27/2016
... coverage that is the balance of the powertrain warranty, or 12 months, whichever is greater. A customer that purchases and has installed an engine, automatic transmission, or transfer case, receives a 3-year/100,000 mile warranty, whichever comes first....
Warranty Parts Center - 10/26/2016
... Plant, Assembly Plant and Brand Quality Management personnel to perform root cause analysis of customer product concerns. The WPC issues specific part return requests to the Service Agent to obtain the desired parts. Service Agents must return the requested...
June 2017 Recall Update - 05/22/2017
... rings. Involved vehicles are covered for a period of 7 years and 6 months or 120,000 miles. Customer Satisfaction Program 16147-01: CHMSL Water Leak: The part information section, correction statement, and information regarding the training video...
From the Forum - CSI Survey - 09/27/2017
A Warranty Community Member initiated a forum thread requesting details on the GM Customer Satisfaction Information (CSI) survey process. This process evaluates dealer performance to the GM Retail Standards. CSI should be used by the dealer to monitor...
In-Service Date and Job Cards - 07/25/2017
... lessee, or operator name and contact information Service Advisor ID (name or code) Customer’s signature that provides authorization to perform repairs We were recently made aware of a chargeback during an audit due to the in-service date missing...
March 2018 Recall Update - 02/20/2018
... The recall applies those trucks that are equipped with Dual Fuel Tanks and a 6.0L V8 Engine. Customer Satisfaction Program 17456: Rear Wheel Hub Nut Loose: Approximately 43,940 vehicles are involved in the program that requires replacement of the rear...
Cadillac Moments Goodwill: - 04/23/2018
The Cadillac Moments Goodwill Tool is an exclusive resource used to assist in resolving unique customer concerns. Labor operation 0600425 has been created for use by the dealer for goodwill purposes, either inside or outside of warranty, to resolve customer...
Certified Service Instant Value Certificate - 04/23/2018
... are able to offer up to a $30 instant discount (based on increments of $10) on service to select customers. The program provides the dealer with an opportunity to reach out to those customers that have not been in for service in the last 13-72 months. Dealerships...
August 2018 Recall Update - 07/23/2018
... recall affects certain 2013-2014 Chevrolet Cruze and Sonic vehicles equipped with a 1.8L engine. Customer Satisfaction Recall 18027 Power Steering Loss of Assist: Certain 2015 Chevrolet Colorado and GMC Canyon vehicles may have a condition in which the...
DTC P2463 - 06/25/2018
... 10-06-05-002 addresses the importance of routine cleaning the Diesel Particulate Filter (DPF). Customers should be instructed that in order for the filter to clean itself, the vehicle must be driven above 30 mph until the Clean Exhaust Filter Continue...
The History of a Warranty Claim Submission - 01/06/2010
... as you may have read in your GWM training, don't change how you represent your business to your customers. The GWM system offers online transaction submission and validation with nightly batch processing. If the transaction has rejected, correction can...
From the Desk of a Service Manager - 06/07/2010
... afternoon I wouldn't have believed it if I hadn't stopped to see it. There were at least 80 customers in the showrooms alone. Combined with the 20 or so staff members onsite, it looked like one heck of a day to sell cars.I called that store the next...
January 2012 Recall Update - 01/19/2012
... Not Fully Functional or Inoperative: The special coverage has been updated to notify dealers that customer letters for the special coverage were mailed in phases. Letters for the final phase were mailed beginning on January 4, 2012. Due to this later...
Open Recalls - 05/02/2012
... decision to not have a recall completed, it must be documented as such on the job card, with the customer's signature.Recalls are vital to a car's safety, performance and resale value. Franchised service agents have open recall data readily available;...
Simplifying Accessories - 10/08/2012
Some of your customers see an automobile as a means to get from point A to point B. They want a "plain Jane" vehicle for a fair price, and don't care or want to pay for added accessories. For others, their vehicle is an extension of themselves and accessorizing...
Policy Repair Limitations - 08/30/2012
Since March, the ability for service agents to policy repairs for their customers' vehicle has been reduced to vehicles that are no older than nine years old, and with some repair categories, no older than six. This is a significant change from unlimited...
Phone Pics - 10/08/2012
... to snap photos or video of vehicle concerns and upload them to the dealership's website. The customer can go to the dealership website, enter their job card number and see digital evidence of the problem. The app also provides tabs on the website photos...
Counterfeit Air Bags - 11/05/2012
The National Highway Traffic Safety Administration has issued a customer safety advisory to alert consumers to the dangers of counterfeit airbags. Consumers are not at risk if their airbags were replaced at an authorized GM dealership with a GM airbag.Risk...
North American Cross Border Warranty Coverage - 11/05/2012
If a customer, who purchased their vehicle and lives in either Canada or Mexico, stops by your dealership with a warranty defect, you are permitted to make the necessary repairs. It is preferable that the customer seek out a service agent that is of the...
Parts and Accessories Warranty - 04/12/2013
GM parts and accessories that are purchased and installed on a customer's vehicle carry warranty coverage for 12 months unlimited miles. Warranty reimbursement is accomplished by submitting transaction type ZPTI and entering the previous job card number,...
Changes in Product Quality Center Contact Requirements - 02/26/2013
... of making the most cost effective repair while at the same time doing what is best for the customer. If the Warranty Parts Center requests an assembly be returned and upon inspection, it was determined that the assembly could be repaired, you could be...
January 2013 Recall Update - 01/24/2013
... GMC Envoy XL.Upcoming Safety Recall 12071 - Power Window Master Switch Failure: GM began issuing customer notification letters for this recall in December even though parts needed to repair these vehicles are currently not available. Customers were informed...
Saturn, Hummer and Pontiac Vehicle Warranty Repairs - 11/18/2010
... warranty policy have been eased. With the many dealership closures, terminations and wind downs, customers now have the opportunity to visit the store of their choice for the performance of warranty repairs. All GM dealers are empowered to offer cross-line...
Reject of the Month - 05/02/2012
... of the special policy, but the service manager made a policy decision for this particular customer. Because the VIN was outside of the special policy parameters, the warranty administrator submitted the ZREG transaction with the converter labour operation...
March 2012 Recall Update - 03/08/2012
Customer Satisfaction Campaign - Goodyear Tire-Wrangler Silent Armor: The Goodyear Tire & Rubber Company has determined that certain Wrangler Silent Armor tires built in their Fayetteville, NC plant between March and May 2009, have experienced a higher ...
Reject of the Month - 03/08/2012
... out of state Sierra truck owner with a transmission failure. While visiting family and friends the customer's 2003 GMC Sierra truck wouldn't go into reverse and it made clicking and crunching noises in the forward gears. Because the customer had recently...
11275B - Carpeted Floor Mats Missing - 03/08/2012
... and when the carpeted mats became available they were shipped to the dealer to be installed in the customer's vehicle. The customer should be told they can keep both sets of floor mats.There is a "warning statement" in the recall that should not be taken...
July 2012 Recall Update - 07/02/2012
... a temperature valve shaft sleeve onto the temperature valve. The 2006 model year is involved. Customer Satisfaction Program 12026 - Front Seat Wiring Connector Corrosion: Certain 2011 and 2012 model year Chevrolet Caprice police vehicles that are equipped...
Certified Pre-Owned Operations Guide - 08/09/2012
... due to a manufacturer defect and service management elects to make a policy adjustment for the customer, DMA authorization will be required prior to GM routing the claim.R0760 for radio remove/replace is no longer a blocked labour operation. In terms...
November 2018 Recall Update - 10/24/2018
Customer Satisfaction Recall 18057: Missing Child Seat Top Tether Anchor Label: There are approximately 5,100 Buick Regal 2018 model year vehicles involved in the recall population. Involved vehicles may be missing the child seat top tether anchor label ...
July 2018 Recall Update - 06/25/2018
... screen, continue with the programming event to ensure a Warranty Claim Code is displayed. Customer Satisfaction Recall 17386-03 SDGM and BYOM2+ Radio Software Updates: The bulletin has been updated to revise the service procedure section and to...
Chemical Spotting and Rail Dust - 07/25/2017
... source of the condition can be identified, (examples include factory fallout, insect spray, the customer’s residence is along a railroad, etc.) it may be appropriate to tell the customer that they should contact their insurance company to file...
Warranty Repairs on Vehicles Sold in Canada - 05/22/2017
... must verify proof of residency and ownership. This can be accomplished by making a copy of the customer’s driver’s license and vehicle registration and attaching it to the job card. It is also important to ensure the customer is a tourist...
Air Conditioning Repair Documentation - 06/19/2017
... for vehicles equipped with R-1234yf refrigerant. Many air conditioning repairs are due to the customer’s concern of the system not blowing cold air. After repairing the vehicle, technicians must document on the job card how much refrigerant they...
Labor Operations and the Causal Part - 08/23/2016
A customer comes to your dealership for warranty repairs to their air conditioning system because they feel their A/C is not very cold. The technician does find a problem and replaces the condenser. Three days later, the customer returns with the same...
Add On Repairs - 10/26/2016
... repair lines to the job card. Two types of repairs that are considered add ons occurs when the customer adds a concern after the job card has already been printed or the technician finds a problem with the vehicle that wasn't a concern expressed by the...
Prepare and Submit a Transaction - 02/17/2017
... operation should be selected based on the causal part when a part has been replaced. Each customer concern should result in one repair line, unless otherwise directed by a service bulletin. If the customer has multiple concerns, those concerns...
Special Instructions: Recall 15240 - 02/02/2016
... period after the reprogramming event, dealers are to replace both struts at no charge to the customer in the interest of customer satisfaction. Dealers should submit a policy warranty transaction to cover this service. Depending on a dealer's self-authorization...
When the Service Manager is Away - 06/30/2015
... Below is an example:Prior to work being performedOLHAdded operationsComeback repeat repairsNo customer signaturePrior to transaction submissionStraight timePyramid repeat repairsPolicy adjustmentsRental over three daysConcern not duplicated labor operationsCustomer...
Some of your customers see an automobile as a means to get from point A to point B. They want a "plain Jane" vehicle for a fair price, and don't care or want to pay for added accessories. For others, their vehicle is an extension of themselves and accessorizing...
Policy Repair Limitations - 08/30/2012
Since March, the ability for service agents to policy repairs for their customers' vehicle has been reduced to vehicles that are no older than nine years old, and with some repair categories, no older than six. This is a significant change from unlimited...
Phone Pics - 10/08/2012
... to snap photos or video of vehicle concerns and upload them to the dealership's website. The customer can go to the dealership website, enter their job card number and see digital evidence of the problem. The app also provides tabs on the website photos...
Counterfeit Air Bags - 11/05/2012
The National Highway Traffic Safety Administration has issued a customer safety advisory to alert consumers to the dangers of counterfeit airbags. Consumers are not at risk if their airbags were replaced at an authorized GM dealership with a GM airbag.Risk...
North American Cross Border Warranty Coverage - 11/05/2012
If a customer, who purchased their vehicle and lives in either Canada or Mexico, stops by your dealership with a warranty defect, you are permitted to make the necessary repairs. It is preferable that the customer seek out a service agent that is of the...
Parts and Accessories Warranty - 04/12/2013
GM parts and accessories that are purchased and installed on a customer's vehicle carry warranty coverage for 12 months unlimited miles. Warranty reimbursement is accomplished by submitting transaction type ZPTI and entering the previous job card number,...
Changes in Product Quality Center Contact Requirements - 02/26/2013
... of making the most cost effective repair while at the same time doing what is best for the customer. If the Warranty Parts Center requests an assembly be returned and upon inspection, it was determined that the assembly could be repaired, you could be...
January 2013 Recall Update - 01/24/2013
... GMC Envoy XL.Upcoming Safety Recall 12071 - Power Window Master Switch Failure: GM began issuing customer notification letters for this recall in December even though parts needed to repair these vehicles are currently not available. Customers were informed...
Saturn, Hummer and Pontiac Vehicle Warranty Repairs - 11/18/2010
... warranty policy have been eased. With the many dealership closures, terminations and wind downs, customers now have the opportunity to visit the store of their choice for the performance of warranty repairs. All GM dealers are empowered to offer cross-line...
Reject of the Month - 05/02/2012
... of the special policy, but the service manager made a policy decision for this particular customer. Because the VIN was outside of the special policy parameters, the warranty administrator submitted the ZREG transaction with the converter labour operation...
March 2012 Recall Update - 03/08/2012
Customer Satisfaction Campaign - Goodyear Tire-Wrangler Silent Armor: The Goodyear Tire & Rubber Company has determined that certain Wrangler Silent Armor tires built in their Fayetteville, NC plant between March and May 2009, have experienced a higher ...
Reject of the Month - 03/08/2012
... out of state Sierra truck owner with a transmission failure. While visiting family and friends the customer's 2003 GMC Sierra truck wouldn't go into reverse and it made clicking and crunching noises in the forward gears. Because the customer had recently...
11275B - Carpeted Floor Mats Missing - 03/08/2012
... and when the carpeted mats became available they were shipped to the dealer to be installed in the customer's vehicle. The customer should be told they can keep both sets of floor mats.There is a "warning statement" in the recall that should not be taken...
July 2012 Recall Update - 07/02/2012
... a temperature valve shaft sleeve onto the temperature valve. The 2006 model year is involved. Customer Satisfaction Program 12026 - Front Seat Wiring Connector Corrosion: Certain 2011 and 2012 model year Chevrolet Caprice police vehicles that are equipped...
Certified Pre-Owned Operations Guide - 08/09/2012
... due to a manufacturer defect and service management elects to make a policy adjustment for the customer, DMA authorization will be required prior to GM routing the claim.R0760 for radio remove/replace is no longer a blocked labour operation. In terms...
November 2018 Recall Update - 10/24/2018
Customer Satisfaction Recall 18057: Missing Child Seat Top Tether Anchor Label: There are approximately 5,100 Buick Regal 2018 model year vehicles involved in the recall population. Involved vehicles may be missing the child seat top tether anchor label ...
July 2018 Recall Update - 06/25/2018
... screen, continue with the programming event to ensure a Warranty Claim Code is displayed. Customer Satisfaction Recall 17386-03 SDGM and BYOM2+ Radio Software Updates: The bulletin has been updated to revise the service procedure section and to...
Chemical Spotting and Rail Dust - 07/25/2017
... source of the condition can be identified, (examples include factory fallout, insect spray, the customer’s residence is along a railroad, etc.) it may be appropriate to tell the customer that they should contact their insurance company to file...
Warranty Repairs on Vehicles Sold in Canada - 05/22/2017
... must verify proof of residency and ownership. This can be accomplished by making a copy of the customer’s driver’s license and vehicle registration and attaching it to the job card. It is also important to ensure the customer is a tourist...
Air Conditioning Repair Documentation - 06/19/2017
... for vehicles equipped with R-1234yf refrigerant. Many air conditioning repairs are due to the customer’s concern of the system not blowing cold air. After repairing the vehicle, technicians must document on the job card how much refrigerant they...
Labor Operations and the Causal Part - 08/23/2016
A customer comes to your dealership for warranty repairs to their air conditioning system because they feel their A/C is not very cold. The technician does find a problem and replaces the condenser. Three days later, the customer returns with the same...
Add On Repairs - 10/26/2016
... repair lines to the job card. Two types of repairs that are considered add ons occurs when the customer adds a concern after the job card has already been printed or the technician finds a problem with the vehicle that wasn't a concern expressed by the...
Prepare and Submit a Transaction - 02/17/2017
... operation should be selected based on the causal part when a part has been replaced. Each customer concern should result in one repair line, unless otherwise directed by a service bulletin. If the customer has multiple concerns, those concerns...
Special Instructions: Recall 15240 - 02/02/2016
... period after the reprogramming event, dealers are to replace both struts at no charge to the customer in the interest of customer satisfaction. Dealers should submit a policy warranty transaction to cover this service. Depending on a dealer's self-authorization...
When the Service Manager is Away - 06/30/2015
... Below is an example:Prior to work being performedOLHAdded operationsComeback repeat repairsNo customer signaturePrior to transaction submissionStraight timePyramid repeat repairsPolicy adjustmentsRental over three daysConcern not duplicated labor operationsCustomer...
Updated CCND Labour Operations - 12/19/2014
... years ago as a means to pay a technician for their time involved in attempting to diagnose a customer's concern. It was also the intent back then, and still now, to provide a labour operation that when used, reported to GM that there was a concern, but...
Aftersales Empowerment Portal - 09/04/2013
A dealer has determined that there is a suitable business case to support an out of warranty policy repair for a customer. Since the repair is outside of the dealer's empowerment limits, pre-authorization must be obtained. Repair pre-authorization...
Ignition Switch Recall Update - 07/01/2014
... half shafts) based on the date of initial order entry. This information can be used to help plan customer appointments to have repairs completed. earnPowerTo encourage and recognize dealership efforts in quickly and efficiently repairing customer...
Engineering Information Bulletins - 01/27/2021
... that may exhibit this condition. As a result, this information will be used to root cause the customer’s concern and develop/validate a field fix, that may be announced in a future bulletin. Dealers are to proceed with EI bulletins only if the...
GM Service Replacement Part Warranties - 02/25/2021
... for a part failure on an over-the-counter purchase, you do not need to generate a job card. Many customers that bring the failed part to the dealer for an exchange may not have access to the VIN of the vehicle the part was installed in. To submit a ZPTC...
Policies and Procedures 2021 - 03/22/2021
... with the policies and procedures necessary for the administration and performance of quality customer service. This article addresses some of the changes and updates made. While this policy has been in effect since January 2020, the P&P was updated...
Courtesy Transportation Program Updates - 05/26/2021
... including eliminating previous “Preferred Rental Agency” program provisions. Rental reimbursement allowances can be applied to any reputable 3rd party provider. Dealers may now submit for the actual daily rental allowance, not to exceed $44...
Employee Discount Program - 09/22/2020
... are eligible participants in the program. The program is available toward the purchase of eligible customer pay parts at GM participating dealerships with a minimum $25 value before discounts and taxes. Transactions are submitted through GWM with transaction...
May 2020 Recall Update - 04/29/2020
... Low Coolant Comeback: The recall bulletin was updated to include important changes to prevent customers from returning with a low coolant message when the block heater repair is performed. Technicians are instructed to follow specific steps to make sure...
Claiming Parts Expediting - 08/27/2019
... standard ordering process (CSO). This program is solely intended to reduce return visits by the customer and to meet the level of customer service customers have come to expect. The goal is to help dealers achieve total customer satisfaction during their...
Policy Evaluation Tool - 09/24/2019
... that was used prior to the introduction of the PET, the PET uses a model that incorporates all the customer’s interactions with GM at a household level including sales, service, purchased protection plans, etc., to determine a customer’s...
February 2019 Recall Update - 01/21/2019
... Rico, Saipan, US Samoa, or US Virgin Islands. Approximately 74,000 vehicles are involved. Customer Satisfaction Recall 18165-05: Super Cruise Control Software Improvement: The recall that affects certain 2018 Cadillac CT6 vehicles equipped with...
September 2019 Recall Update - 08/27/2019
... the recall include certain 2016-17 Cadillac ATS, CTS, Chevrolet Camaro, and Corvette models. Customer Satisfaction Recall N182195660: Predictive Monitoring for Stochastic Pre-ignition (SPI): Approximately 530 vehicles are affected by the recall...
Policy Repairs on Vehicles with a Service Contract - 07/30/2019
If your customer purchased a service contract, also referred to as an extended warranty, either at the time they purchased their vehicle or at a later date, a policy repair cannot be made without preapproval from GM. Of course, someone with a service...
Chemical Spotting and Rail Dust - 07/30/2019
... the source of the condition can be identified (examples include factory fallout, insect spray, the customer’s residence is along a railroad, etc.), it may be appropriate to tell the customer that they should contact their insurance company to file...
Powertrain Components and Part Warranty - 03/23/2023
Engines, automatic transmissions, and transfer cases installed at a GM dealership as a customer pay repair, receive a warranty of 3 years or 100,000 miles, whichever comes first. If any of these assemblies fail during this warranty period, the warranty...
Forum - 09/11/2023
... if you have to and then someone should make an invoice to correct all the billing and refund the customer. Otherwise why would anyone ever submit a warranty claim? Just play dumb, do the repairs then try to submit for a reimbursement at COD rates. I...
Re: - 11/24/2014
... 3.2.12 state the following: Any warranty/policy concern not expressed orally or in writing by the customer at initial write-up must be first inspected and verified by the service manager before it is added to the job card. If the service manager determines...
Re: DEALER INSTALLED GM ACCESSORIES - 05/04/2010
[quote] Becky H: Question in regards to the whole GM accessories thing. Do GM accessories sold to customer at time of vehicle purchase fall under this message as well or is it just those added at time the order is placed with GM? To my understanding,...
Cross-line Warranty - 12/11/2023
From a customer's perspective, there isn't anything more frustrating or worrisome than a broken down vehicle away from home. The cross-line warranty program provides Service Agents with the ability to perform repairs for those customers who are significantly...
General Comments - 10/10/2017
... comments that are required to support an authorization. It's certainly not necessary to repeat the customer's concern or the cause of failure and correction information which is already documented on the job card. However, there are good reasons to enter...
Lifetime Parts Warranty - 06/09/2022
... Warranty is available to all service agents with no enrollment necessary. The original purchasing customer is able to return to any GM dealer for service. Towing and/or any form of courtesy transportation is not included under the GM Certified Service...
RO'S WITH PARTS ON ORDER - 12/19/2007
I AM LOOKING FOR THE "PROPER WAY" TO HANDLE RO'S STILL OPEN DUE TO PARTS WERE ORDERED.... AT THIS TIME, IF A CUSTOMER PICKS UP THEIR VEHICLE & WE HAD TO ORDER A PART - THE ADVISOR WILL HOLD THAT RO IN A "HOLD FILE" UNTIL THE CUSTOMER RETURNS ( I BELIEVE...
GM STEERING SHAFT CONCERN - 11/29/2007
HAS ANYONE EVER HEARD OF: WE REPLACED STEERING SHAFT AS PER BULLETIN 00-02-35-003, CUSTOMER NOW INTO HIS GMPP COVERAGE -- CAN WE BILL GM THE CUSTOMERS DEDUCT/OR LESSER AMOUNT DUE TO THIS BEING AN ON-GOING GM CONCERN
WINS Question - 09/19/2007
Anyone using WINS on Dealerworld? I'm trying to find where I put the figures for a 50/50 split with the customer. Do I have to input this with the dollar amounts adjusted, or is there a field I can input the 50% customer pay portion? Thanks for any h...
... years ago as a means to pay a technician for their time involved in attempting to diagnose a customer's concern. It was also the intent back then, and still now, to provide a labour operation that when used, reported to GM that there was a concern, but...
Aftersales Empowerment Portal - 09/04/2013
A dealer has determined that there is a suitable business case to support an out of warranty policy repair for a customer. Since the repair is outside of the dealer's empowerment limits, pre-authorization must be obtained. Repair pre-authorization...
Ignition Switch Recall Update - 07/01/2014
... half shafts) based on the date of initial order entry. This information can be used to help plan customer appointments to have repairs completed. earnPowerTo encourage and recognize dealership efforts in quickly and efficiently repairing customer...
Engineering Information Bulletins - 01/27/2021
... that may exhibit this condition. As a result, this information will be used to root cause the customer’s concern and develop/validate a field fix, that may be announced in a future bulletin. Dealers are to proceed with EI bulletins only if the...
GM Service Replacement Part Warranties - 02/25/2021
... for a part failure on an over-the-counter purchase, you do not need to generate a job card. Many customers that bring the failed part to the dealer for an exchange may not have access to the VIN of the vehicle the part was installed in. To submit a ZPTC...
Policies and Procedures 2021 - 03/22/2021
... with the policies and procedures necessary for the administration and performance of quality customer service. This article addresses some of the changes and updates made. While this policy has been in effect since January 2020, the P&P was updated...
Courtesy Transportation Program Updates - 05/26/2021
... including eliminating previous “Preferred Rental Agency” program provisions. Rental reimbursement allowances can be applied to any reputable 3rd party provider. Dealers may now submit for the actual daily rental allowance, not to exceed $44...
Employee Discount Program - 09/22/2020
... are eligible participants in the program. The program is available toward the purchase of eligible customer pay parts at GM participating dealerships with a minimum $25 value before discounts and taxes. Transactions are submitted through GWM with transaction...
May 2020 Recall Update - 04/29/2020
... Low Coolant Comeback: The recall bulletin was updated to include important changes to prevent customers from returning with a low coolant message when the block heater repair is performed. Technicians are instructed to follow specific steps to make sure...
Claiming Parts Expediting - 08/27/2019
... standard ordering process (CSO). This program is solely intended to reduce return visits by the customer and to meet the level of customer service customers have come to expect. The goal is to help dealers achieve total customer satisfaction during their...
Policy Evaluation Tool - 09/24/2019
... that was used prior to the introduction of the PET, the PET uses a model that incorporates all the customer’s interactions with GM at a household level including sales, service, purchased protection plans, etc., to determine a customer’s...
February 2019 Recall Update - 01/21/2019
... Rico, Saipan, US Samoa, or US Virgin Islands. Approximately 74,000 vehicles are involved. Customer Satisfaction Recall 18165-05: Super Cruise Control Software Improvement: The recall that affects certain 2018 Cadillac CT6 vehicles equipped with...
September 2019 Recall Update - 08/27/2019
... the recall include certain 2016-17 Cadillac ATS, CTS, Chevrolet Camaro, and Corvette models. Customer Satisfaction Recall N182195660: Predictive Monitoring for Stochastic Pre-ignition (SPI): Approximately 530 vehicles are affected by the recall...
Policy Repairs on Vehicles with a Service Contract - 07/30/2019
If your customer purchased a service contract, also referred to as an extended warranty, either at the time they purchased their vehicle or at a later date, a policy repair cannot be made without preapproval from GM. Of course, someone with a service...
Chemical Spotting and Rail Dust - 07/30/2019
... the source of the condition can be identified (examples include factory fallout, insect spray, the customer’s residence is along a railroad, etc.), it may be appropriate to tell the customer that they should contact their insurance company to file...
Powertrain Components and Part Warranty - 03/23/2023
Engines, automatic transmissions, and transfer cases installed at a GM dealership as a customer pay repair, receive a warranty of 3 years or 100,000 miles, whichever comes first. If any of these assemblies fail during this warranty period, the warranty...
Forum - 09/11/2023
... if you have to and then someone should make an invoice to correct all the billing and refund the customer. Otherwise why would anyone ever submit a warranty claim? Just play dumb, do the repairs then try to submit for a reimbursement at COD rates. I...
Re: - 11/24/2014
... 3.2.12 state the following: Any warranty/policy concern not expressed orally or in writing by the customer at initial write-up must be first inspected and verified by the service manager before it is added to the job card. If the service manager determines...
Re: DEALER INSTALLED GM ACCESSORIES - 05/04/2010
[quote] Becky H: Question in regards to the whole GM accessories thing. Do GM accessories sold to customer at time of vehicle purchase fall under this message as well or is it just those added at time the order is placed with GM? To my understanding,...
Cross-line Warranty - 12/11/2023
From a customer's perspective, there isn't anything more frustrating or worrisome than a broken down vehicle away from home. The cross-line warranty program provides Service Agents with the ability to perform repairs for those customers who are significantly...
General Comments - 10/10/2017
... comments that are required to support an authorization. It's certainly not necessary to repeat the customer's concern or the cause of failure and correction information which is already documented on the job card. However, there are good reasons to enter...
Lifetime Parts Warranty - 06/09/2022
... Warranty is available to all service agents with no enrollment necessary. The original purchasing customer is able to return to any GM dealer for service. Towing and/or any form of courtesy transportation is not included under the GM Certified Service...
RO'S WITH PARTS ON ORDER - 12/19/2007
I AM LOOKING FOR THE "PROPER WAY" TO HANDLE RO'S STILL OPEN DUE TO PARTS WERE ORDERED.... AT THIS TIME, IF A CUSTOMER PICKS UP THEIR VEHICLE & WE HAD TO ORDER A PART - THE ADVISOR WILL HOLD THAT RO IN A "HOLD FILE" UNTIL THE CUSTOMER RETURNS ( I BELIEVE...
GM STEERING SHAFT CONCERN - 11/29/2007
HAS ANYONE EVER HEARD OF: WE REPLACED STEERING SHAFT AS PER BULLETIN 00-02-35-003, CUSTOMER NOW INTO HIS GMPP COVERAGE -- CAN WE BILL GM THE CUSTOMERS DEDUCT/OR LESSER AMOUNT DUE TO THIS BEING AN ON-GOING GM CONCERN
WINS Question - 09/19/2007
Anyone using WINS on Dealerworld? I'm trying to find where I put the figures for a 50/50 split with the customer. Do I have to input this with the dollar amounts adjusted, or is there a field I can input the 50% customer pay portion? Thanks for any h...
What Would You Do? 03/08 - 03/14/2008
A customer brings a 2008 Dodge Ram into the service department with the tire pressure light on. The repair order is written up and dispatched to the technician. After diagnosis it is found that the left rear tire pressure was six pounds low. The technician...
Re: SERVICE TIRE MONITOR LIGHT - 04/03/2008
Bulletin 07-03-16-004 states that E0716-Diagnostic System Check -Tire Pressure Monitoring should be used if customer has a complaint with Service Tire Monitor System message/light(blinks on startup with CODES in system). E0719-Washer, Lower Tire Pressure...
Re: COMPLAINT & FAIL CODES - 04/07/2008
THE CC/FC NOT ONLY HELPS GM TO IDENTIFY WHAT THE CUSTOMER STATES/ACTIONS OF FAILED PARTS, BUT DIFFERENTIATES BULLETINS, RECALLS, AND CUSTOMER SATISFACTION CLAIMS. UTILIZING PROPER CODES FOR CC/FC IS EFFECTIVE TO DECREASE TIME SPENT IN CLOSING OUT REPAIR...
Re: Open Recalls - 04/10/2008
We actively use the open recall list. We have brought back several customers with the reminders and even have had new customers who live in the area but, purchased there vehicle else where come in when we send them the reminder. I is especially good...
Re: "STEERING SHAFT" CONCERN - 05/08/2008
... these I-shafts up to 70K... wow, 90K? I like the idea of the 50/50 split as it encourages the customer to have ownership of their vehicle's condition, and it says something about GM "helping" their customer out AFTER being out of warranty....
Another goodwill question... - 07/09/2008
I have a customer that has 36356 miles. My service manager wants to goodwill a tow and AC compressor. As I was looking over the ticket I noticed that the customer has an extended warranty...First Guard. I searched P&P and claims, but cannot find anything....
Re: Ring My Bell - 10/09/2008
... is just out of warranty for one of those special coverage policies for the instrument cluster. Customer called CA (not mad at us, mad at GM for turning him down), and CA basically wanted us to just do the repair to make the customer happy and go away....
Re: CUST SUPPLIED PART ON WARR CLAIM ?? - 09/17/2008
I WOULD CLAIM JUST THE LABOR AND DOCUMENT IN COMMENTS THAT THE CUSTOMER PROVIDED PART #.... DOES THE CUSTOMER WANT TO BE REIMBURSED FOR THE PURCHASE OF THE PART? DO YOU HAVE A PART BILLED?
Re: DUAL HEADREST DVD - 12/12/2008
... submit something, etc. I don't think my parts manager knows either. [/quote] You can verify a reimbursement by going to GM EPIC then go under invoise and put the VIN in as the control number it will bring up any invoice that referenced that VIN(...
Saving for a rainy day - 12/11/2008
Back in February of this year our dealership had a customer that came in with a concern of a rattle noise from the auto each time they went over bumps. The tech test drove the auto and verified the concern, upon inspection the tech found a metal coinbox...
Re: Monday morning brain fog-- goodwill question - 03/23/2009
... a messenger document and said that between 70,000-80,000 miles they would cover the cluster only, customer pays labor. Just today, a messenger document was released with updated information. They are now covering the '05 models as well and keeping...
Re: What is the correct procedure? - 02/10/2009
IT IS MY UNDERSTANDING THAT YOU CAN PUT BOTH PARTS ON THE SAME RO IF ONE IS CUSTOMER PAY AND THE OTHER IS A PARTS WARRANTY. IF THE FIRST ONE WAS WARRANTY YOU WOULD NEED TO OPEN A SECOND RO FOR THE PARTS WARRANTY. ALSO I BELIEVE THAT AN EXTENDED WARRANTY...
Re: Service Records Retention Question - 01/13/2009
We here at our dealership (Virginia) keep them for two years(only required to keep 2 years). We go through our customer files through out the year to purge them. We have a company that comes in and actually has a truck that burns the paperwork on our...
Re: PONTIAC PREFERRED OIL CHANGES-SYNTHETIC - 03/23/2010
Lesley, Just for clarification you are only collecting $20.00 on these oil changes unless the customers vehicle requires synthetic. They are asking me to collect $35 and charge the customer for synthetic oil. I beleive this to be double dipping as the...
Re: Global Warranty and ADP users - 03/08/2010
It depends... if the customer has paid before I book out the warranty, then I book the warranty lines and close the RO. If the customer has yet to pay when I have booked the warranty, I keep the RO (warranty copy) and check daily to see if its been paid....
Re: BATTERY - COVERAGE ??? - 10/05/2009
Batteries are warranted through their supplier so the parts are exchanged at no cost to the customer for 18 months and longer in some batteries and then prorated. Here we eat the labor for 12 months, the customer pays labor if it has been longer tha...
Service Calls - 12/23/2009
I am aware that Roadside Assistance usually provides battery jump starts & flat tire changes. However, some of our customers prefer to call us directly for these services. I am unable to find any opcodes that would allow us to be paid for making a service...
Re: Global Warranty Management - 01/22/2010
Crazy question, we are on Reynolds & Reynolds system, to process a warranty claim for the new GWM any customer pay lines have to be entered also with labor op, claim type & all the good stuff? If so, what are you guys using for customer pay labor op?...
Re: GOODWILL - 09/29/2009
I think it varies with AVM typically if we can provide service records showing a valued customer we are able to send these to to AVM for authorization. The AVM's like to hear things like Customer Satisfaction, Brand Loyal, annd so on when authorizi...
Silverado trailer wiring harness - 09/23/2009
... I saw it. The question is: will the connection of this harness & fuse be warranty, internal or customer pay? I seem to remember it stating something about being customer pay, but I could be way off. Help!...
Re: Silverado trailer wiring harness - 09/23/2009
If you are talking about the harness to wire the trailer brake, that is a customer pay item for us. The wires are tucked under the dash and requires wiring into the controller but we always to it as customer pay. Not all trailers require a controller,...
Re: Recall Policies & Procedures question - 05/19/2009
... say dealer however some a reimbursable and say dealer/retailer. The recalls also include the customer letters which ask the customer to contact the dealer. I hope that helps....
Re: #07187C: Special Coverage Adjustment - Instrument Panel Cluster Gauge Needle Function - - 04/22/2009
I think they are trying to get the customer to pay them instead of sending them to the dealer to have it covered under the warranty. With only 52k on it GM should cover the IPC and labor. I think they are trying to charge the customer the labor to have...
Re: CLARIFICATION: HOW WOULD YOU HANDLE ?? - 04/22/2009
I'D SAY IT NEEDS TO GO IN AS TWO SEPERATE WORK ORDERS. IF THE FIRST REPAIR WAS DONE AND THE CUSTOMER PICKED UP THE VEHICLE, WORK ON THAT WORK ORDER SHOULD STOP. IF THE CUSTOMER PICKED IT UP AND COMPLAINED ABOUT ANOTHER NOISE, THERE SHOULD HAVE BEEN...
Re: recall for the heated wiper fluid - 06/18/2010
We are submitting the warranty and when the claim is paid, we mail the customer a check. So far none of the customers have asked for money right when they bring the vehicle in. We want to make sure we are paid before we start handing it out.
A customer brings a 2008 Dodge Ram into the service department with the tire pressure light on. The repair order is written up and dispatched to the technician. After diagnosis it is found that the left rear tire pressure was six pounds low. The technician...
Re: SERVICE TIRE MONITOR LIGHT - 04/03/2008
Bulletin 07-03-16-004 states that E0716-Diagnostic System Check -Tire Pressure Monitoring should be used if customer has a complaint with Service Tire Monitor System message/light(blinks on startup with CODES in system). E0719-Washer, Lower Tire Pressure...
Re: COMPLAINT & FAIL CODES - 04/07/2008
THE CC/FC NOT ONLY HELPS GM TO IDENTIFY WHAT THE CUSTOMER STATES/ACTIONS OF FAILED PARTS, BUT DIFFERENTIATES BULLETINS, RECALLS, AND CUSTOMER SATISFACTION CLAIMS. UTILIZING PROPER CODES FOR CC/FC IS EFFECTIVE TO DECREASE TIME SPENT IN CLOSING OUT REPAIR...
Re: Open Recalls - 04/10/2008
We actively use the open recall list. We have brought back several customers with the reminders and even have had new customers who live in the area but, purchased there vehicle else where come in when we send them the reminder. I is especially good...
Re: "STEERING SHAFT" CONCERN - 05/08/2008
... these I-shafts up to 70K... wow, 90K? I like the idea of the 50/50 split as it encourages the customer to have ownership of their vehicle's condition, and it says something about GM "helping" their customer out AFTER being out of warranty....
Another goodwill question... - 07/09/2008
I have a customer that has 36356 miles. My service manager wants to goodwill a tow and AC compressor. As I was looking over the ticket I noticed that the customer has an extended warranty...First Guard. I searched P&P and claims, but cannot find anything....
Re: Ring My Bell - 10/09/2008
... is just out of warranty for one of those special coverage policies for the instrument cluster. Customer called CA (not mad at us, mad at GM for turning him down), and CA basically wanted us to just do the repair to make the customer happy and go away....
Re: CUST SUPPLIED PART ON WARR CLAIM ?? - 09/17/2008
I WOULD CLAIM JUST THE LABOR AND DOCUMENT IN COMMENTS THAT THE CUSTOMER PROVIDED PART #.... DOES THE CUSTOMER WANT TO BE REIMBURSED FOR THE PURCHASE OF THE PART? DO YOU HAVE A PART BILLED?
Re: DUAL HEADREST DVD - 12/12/2008
... submit something, etc. I don't think my parts manager knows either. [/quote] You can verify a reimbursement by going to GM EPIC then go under invoise and put the VIN in as the control number it will bring up any invoice that referenced that VIN(...
Saving for a rainy day - 12/11/2008
Back in February of this year our dealership had a customer that came in with a concern of a rattle noise from the auto each time they went over bumps. The tech test drove the auto and verified the concern, upon inspection the tech found a metal coinbox...
Re: Monday morning brain fog-- goodwill question - 03/23/2009
... a messenger document and said that between 70,000-80,000 miles they would cover the cluster only, customer pays labor. Just today, a messenger document was released with updated information. They are now covering the '05 models as well and keeping...
Re: What is the correct procedure? - 02/10/2009
IT IS MY UNDERSTANDING THAT YOU CAN PUT BOTH PARTS ON THE SAME RO IF ONE IS CUSTOMER PAY AND THE OTHER IS A PARTS WARRANTY. IF THE FIRST ONE WAS WARRANTY YOU WOULD NEED TO OPEN A SECOND RO FOR THE PARTS WARRANTY. ALSO I BELIEVE THAT AN EXTENDED WARRANTY...
Re: Service Records Retention Question - 01/13/2009
We here at our dealership (Virginia) keep them for two years(only required to keep 2 years). We go through our customer files through out the year to purge them. We have a company that comes in and actually has a truck that burns the paperwork on our...
Re: PONTIAC PREFERRED OIL CHANGES-SYNTHETIC - 03/23/2010
Lesley, Just for clarification you are only collecting $20.00 on these oil changes unless the customers vehicle requires synthetic. They are asking me to collect $35 and charge the customer for synthetic oil. I beleive this to be double dipping as the...
Re: Global Warranty and ADP users - 03/08/2010
It depends... if the customer has paid before I book out the warranty, then I book the warranty lines and close the RO. If the customer has yet to pay when I have booked the warranty, I keep the RO (warranty copy) and check daily to see if its been paid....
Re: BATTERY - COVERAGE ??? - 10/05/2009
Batteries are warranted through their supplier so the parts are exchanged at no cost to the customer for 18 months and longer in some batteries and then prorated. Here we eat the labor for 12 months, the customer pays labor if it has been longer tha...
Service Calls - 12/23/2009
I am aware that Roadside Assistance usually provides battery jump starts & flat tire changes. However, some of our customers prefer to call us directly for these services. I am unable to find any opcodes that would allow us to be paid for making a service...
Re: Global Warranty Management - 01/22/2010
Crazy question, we are on Reynolds & Reynolds system, to process a warranty claim for the new GWM any customer pay lines have to be entered also with labor op, claim type & all the good stuff? If so, what are you guys using for customer pay labor op?...
Re: GOODWILL - 09/29/2009
I think it varies with AVM typically if we can provide service records showing a valued customer we are able to send these to to AVM for authorization. The AVM's like to hear things like Customer Satisfaction, Brand Loyal, annd so on when authorizi...
Silverado trailer wiring harness - 09/23/2009
... I saw it. The question is: will the connection of this harness & fuse be warranty, internal or customer pay? I seem to remember it stating something about being customer pay, but I could be way off. Help!...
Re: Silverado trailer wiring harness - 09/23/2009
If you are talking about the harness to wire the trailer brake, that is a customer pay item for us. The wires are tucked under the dash and requires wiring into the controller but we always to it as customer pay. Not all trailers require a controller,...
Re: Recall Policies & Procedures question - 05/19/2009
... say dealer however some a reimbursable and say dealer/retailer. The recalls also include the customer letters which ask the customer to contact the dealer. I hope that helps....
Re: #07187C: Special Coverage Adjustment - Instrument Panel Cluster Gauge Needle Function - - 04/22/2009
I think they are trying to get the customer to pay them instead of sending them to the dealer to have it covered under the warranty. With only 52k on it GM should cover the IPC and labor. I think they are trying to charge the customer the labor to have...
Re: CLARIFICATION: HOW WOULD YOU HANDLE ?? - 04/22/2009
I'D SAY IT NEEDS TO GO IN AS TWO SEPERATE WORK ORDERS. IF THE FIRST REPAIR WAS DONE AND THE CUSTOMER PICKED UP THE VEHICLE, WORK ON THAT WORK ORDER SHOULD STOP. IF THE CUSTOMER PICKED IT UP AND COMPLAINED ABOUT ANOTHER NOISE, THERE SHOULD HAVE BEEN...
Re: recall for the heated wiper fluid - 06/18/2010
We are submitting the warranty and when the claim is paid, we mail the customer a check. So far none of the customers have asked for money right when they bring the vehicle in. We want to make sure we are paid before we start handing it out.
Re: recall for the heated wiper fluid - 06/22/2010
[quote] h&kchevy : Our dealer principal was NOT happy he has to fork over $100 per customer prior to getting paid for this by GM (we have had between 5-15 people a day so far).... so he is having us verify the customer's mailing address, submit the claim...
Re: Certified Service - 03/23/2011
i havent heard anything about that..seems the customer would have something to present to the service advisor when he or she comes in so i guess make a copy of whatever they have and attach it to the service hard copy to be filed in the customers service...
Re: What Would You Do - 02/15 - 01/30/2015
I would have instructed customer to call Roadside Assistance that way the tow company is not going to bill the dealer. Evidently the customer was not too scared to drive the "unsafe" car so I would send them the tow bill.
Re: What Would You Do - 03/15 - 04/27/2015
The warranty administrator opened a new job card to address the reimbursement for recall 13036. Once the recall reimbursement was addressed on the new job card; the claim was submitted and paid. Thanks for the responses! Kristen/jlwarranty
Re: SERVICE CONTRACTS CHEVPMUs1N18 - 07/28/2015
... is being done they want you to use Mitchell or On Demand, which ever you go through to get your customer pay labor rates. You treat these warranty claims as customer pay rates is what I am getting at. ...
Re: chevrolet pre-paid maintenance plan - 10/06/2015
This is a protection plan call PPMPLUS that was given to the customer on a 2012 equinox for customer satisfaction. I can't find a labor op to use. Was hoping someone else has used the same plan before.
Re: What Would You Do - 12/15 - 12/17/2015
If the service advisor would have checked the service history he or she would have seen that the customer had used up their four maintenance services and explained this to the customer..the shop now would have to charge this off.
Re: Does this bother anyone else? - 12/03/2013
to answer your quistion "yes".i have my adv. PP the invoice which at that time, if not a waiter, hit (Y) so the customer gets a notice by phone. it does work because the customer will say when picking up there cars,i got a notice that my car is ready....
Re: Does this bother anyone else? - 08/27/2013
... researching in the help catagory within ADP the only info I could get is within the individual customer setup. Which would be very time consuming... you'd have to edit each individual customer. ugh!...
Re: Complaint Codes - 02/21/2013
I am new to GM Warranty and I notice that GM doesn't want you to put the true complaint code. Often the customer's complaint doesn't match the actual cause and correction. When I try to put the customer's actual complaint code, it sometimes kicks it...
Re: Sierra Pro Grade Protection - 06/17/2013
... and Tools>P&P Manuals and other Service/Parts Publications. The labour operation for reimbursement is: 0600683 (Oil, filter change, tire rotation, MPVI) Reimbursement Allowance: $35.00 ...
Re: April - Share Your Tip! - 04/25/2014
GETTING EACH DEPARTMENT IN OUR DEALERSHIP TO WORK TOGETHER AS A TEAM!IN DOING SO WE CAN MAKE SURE ALL OUR CUSTOMERS' NEEDS AND CONCERNS ARE ADDRESSED AND THEY ARE COMPLETELY SATISFIED WITH THE SERVICES WE HAVE PROVIDED FOR THEM.ALSO HAVING OUR TECHNICIANS...
Re: Towing Labor Op? - 08/14/2014
... the tow is not covered because there was no covered repair made. The car wouldn't start for the customer, but we found no problems with his battery. I was advised to have the customers contact roadside assistance in the future. ...
Re: What Would You Do - 07/14 - 07/07/2014
The warranty administrator identified recall bulletins in the past 6 months that allowed a floor plan reimbursement. Once the recalls were identified, she gathered the labour operation numbers associated with the repair procedure and performed a GWM...
Re: Goodwill on GM Certified Pre-Owned? - 08/17/2012
... depends I guess on your service manager and possibly getting the DMA involved if needed. Or if the customer who bought the pre-owned vehicle has purchased vehicles from your dealer and could be a loyal customer...so many different options could take...
REPAIRED BEFORE WARRANTY STARTED - 03/18/2013
I HAVE A CLAIM WHERE THE CUSTOMER TEST DROVE VEHICLE AND ENGINE STARTED TO MISS AND DIE, CUSTOMER WOULD NOT PURCAHSE VEHICLE UNTILL ISSUE WAS CORRECTED. WE HAD TO REPLACE THE FAF SENSOR . THIS CLAIMED REJECTED BECAUSE OF REPAIR BEFORE WARRANTY STARTED....
Re: TIRE CLAIM - 11/01/2012
I HAVE SUBMITTED FOR THE .3 ADMIN TIME REGARDLESS OF WHAT KIND OF CLAIM (CUSTOMER ENTHUSIASM OR REGULAR WARRANTY OR POLICY). THE ADMINISTRATION TIME IS EARNED DUE TO THE DETAILS THAT HAVE TO BE DONE TO SERVICE THE CUSTOMER NEEDS (PREAUTHORIZATION AND...
Re: What should I do? - 12/06/2011
I was going to suggest the 'customer satisfaction' option if that manufacturer has it. Tells the manufacturer that it's not a defect but doing it for the customer.
Re: GM Tire Program - 04/16/2012
... labor and all though. That was one part that I didn't see addressed in the bulletin, would the customer be responsible for the labor? Our customer didn't even have these tires on his car a week! ...
Added On Lines-Front of Job Card clarification? - 03/16/2018
... If I have the Original Job card, which my Manager signs his approval. Then I have the Customer Copy which shows the "customer approved" time and date on the Concern line...is that sufficient? ...
Forum - 02/06/2018
No, separate time documentation is not needed if it is truly a case of one customer concern with separate, unrelated causes. Technician documentation must clearly justify and support each of the separate repairs that originated from the one...
Added Operation approvals? - 02/28/2018
Do we need added operation approvals when a customer brings a vehicle back for a repair? Example: Vehicle in for maintenance and was told about a leak in the radiator. Customer brings the vehicle back (he has obviously approved the repair...
Forum - 12/22/2017
We don't get service management auth to added customer pay lines, I can't imagine what that would be like for the manager since they add C lines all the day long, lol. You would need the customer's authorization to do those repairs since they...
Forum - 12/28/2017
The way we translate the requirement is this: If you do not have a customer signature anywhere (invoice, pre-write sheet, drop envelope) management MUST sign, date & time with a reason. If you have a customer signature with "most" of the...
Forum - 01/03/2018
... to be part of Service Agent's overall fixed operation expense and are not considered for reimbursement as part of a warranty transaction. Examples of supplies and fees not eligible for warranty reimbursement are as follows: Protective covers used for...
[quote] h&kchevy : Our dealer principal was NOT happy he has to fork over $100 per customer prior to getting paid for this by GM (we have had between 5-15 people a day so far).... so he is having us verify the customer's mailing address, submit the claim...
Re: Certified Service - 03/23/2011
i havent heard anything about that..seems the customer would have something to present to the service advisor when he or she comes in so i guess make a copy of whatever they have and attach it to the service hard copy to be filed in the customers service...
Re: What Would You Do - 02/15 - 01/30/2015
I would have instructed customer to call Roadside Assistance that way the tow company is not going to bill the dealer. Evidently the customer was not too scared to drive the "unsafe" car so I would send them the tow bill.
Re: What Would You Do - 03/15 - 04/27/2015
The warranty administrator opened a new job card to address the reimbursement for recall 13036. Once the recall reimbursement was addressed on the new job card; the claim was submitted and paid. Thanks for the responses! Kristen/jlwarranty
Re: SERVICE CONTRACTS CHEVPMUs1N18 - 07/28/2015
... is being done they want you to use Mitchell or On Demand, which ever you go through to get your customer pay labor rates. You treat these warranty claims as customer pay rates is what I am getting at. ...
Re: chevrolet pre-paid maintenance plan - 10/06/2015
This is a protection plan call PPMPLUS that was given to the customer on a 2012 equinox for customer satisfaction. I can't find a labor op to use. Was hoping someone else has used the same plan before.
Re: What Would You Do - 12/15 - 12/17/2015
If the service advisor would have checked the service history he or she would have seen that the customer had used up their four maintenance services and explained this to the customer..the shop now would have to charge this off.
Re: Does this bother anyone else? - 12/03/2013
to answer your quistion "yes".i have my adv. PP the invoice which at that time, if not a waiter, hit (Y) so the customer gets a notice by phone. it does work because the customer will say when picking up there cars,i got a notice that my car is ready....
Re: Does this bother anyone else? - 08/27/2013
... researching in the help catagory within ADP the only info I could get is within the individual customer setup. Which would be very time consuming... you'd have to edit each individual customer. ugh!...
Re: Complaint Codes - 02/21/2013
I am new to GM Warranty and I notice that GM doesn't want you to put the true complaint code. Often the customer's complaint doesn't match the actual cause and correction. When I try to put the customer's actual complaint code, it sometimes kicks it...
Re: Sierra Pro Grade Protection - 06/17/2013
... and Tools>P&P Manuals and other Service/Parts Publications. The labour operation for reimbursement is: 0600683 (Oil, filter change, tire rotation, MPVI) Reimbursement Allowance: $35.00 ...
Re: April - Share Your Tip! - 04/25/2014
GETTING EACH DEPARTMENT IN OUR DEALERSHIP TO WORK TOGETHER AS A TEAM!IN DOING SO WE CAN MAKE SURE ALL OUR CUSTOMERS' NEEDS AND CONCERNS ARE ADDRESSED AND THEY ARE COMPLETELY SATISFIED WITH THE SERVICES WE HAVE PROVIDED FOR THEM.ALSO HAVING OUR TECHNICIANS...
Re: Towing Labor Op? - 08/14/2014
... the tow is not covered because there was no covered repair made. The car wouldn't start for the customer, but we found no problems with his battery. I was advised to have the customers contact roadside assistance in the future. ...
Re: What Would You Do - 07/14 - 07/07/2014
The warranty administrator identified recall bulletins in the past 6 months that allowed a floor plan reimbursement. Once the recalls were identified, she gathered the labour operation numbers associated with the repair procedure and performed a GWM...
Re: Goodwill on GM Certified Pre-Owned? - 08/17/2012
... depends I guess on your service manager and possibly getting the DMA involved if needed. Or if the customer who bought the pre-owned vehicle has purchased vehicles from your dealer and could be a loyal customer...so many different options could take...
REPAIRED BEFORE WARRANTY STARTED - 03/18/2013
I HAVE A CLAIM WHERE THE CUSTOMER TEST DROVE VEHICLE AND ENGINE STARTED TO MISS AND DIE, CUSTOMER WOULD NOT PURCAHSE VEHICLE UNTILL ISSUE WAS CORRECTED. WE HAD TO REPLACE THE FAF SENSOR . THIS CLAIMED REJECTED BECAUSE OF REPAIR BEFORE WARRANTY STARTED....
Re: TIRE CLAIM - 11/01/2012
I HAVE SUBMITTED FOR THE .3 ADMIN TIME REGARDLESS OF WHAT KIND OF CLAIM (CUSTOMER ENTHUSIASM OR REGULAR WARRANTY OR POLICY). THE ADMINISTRATION TIME IS EARNED DUE TO THE DETAILS THAT HAVE TO BE DONE TO SERVICE THE CUSTOMER NEEDS (PREAUTHORIZATION AND...
Re: What should I do? - 12/06/2011
I was going to suggest the 'customer satisfaction' option if that manufacturer has it. Tells the manufacturer that it's not a defect but doing it for the customer.
Re: GM Tire Program - 04/16/2012
... labor and all though. That was one part that I didn't see addressed in the bulletin, would the customer be responsible for the labor? Our customer didn't even have these tires on his car a week! ...
Added On Lines-Front of Job Card clarification? - 03/16/2018
... If I have the Original Job card, which my Manager signs his approval. Then I have the Customer Copy which shows the "customer approved" time and date on the Concern line...is that sufficient? ...
Forum - 02/06/2018
No, separate time documentation is not needed if it is truly a case of one customer concern with separate, unrelated causes. Technician documentation must clearly justify and support each of the separate repairs that originated from the one...
Added Operation approvals? - 02/28/2018
Do we need added operation approvals when a customer brings a vehicle back for a repair? Example: Vehicle in for maintenance and was told about a leak in the radiator. Customer brings the vehicle back (he has obviously approved the repair...
Forum - 12/22/2017
We don't get service management auth to added customer pay lines, I can't imagine what that would be like for the manager since they add C lines all the day long, lol. You would need the customer's authorization to do those repairs since they...
Forum - 12/28/2017
The way we translate the requirement is this: If you do not have a customer signature anywhere (invoice, pre-write sheet, drop envelope) management MUST sign, date & time with a reason. If you have a customer signature with "most" of the...
Forum - 01/03/2018
... to be part of Service Agent's overall fixed operation expense and are not considered for reimbursement as part of a warranty transaction. Examples of supplies and fees not eligible for warranty reimbursement are as follows: Protective covers used for...
Forum - 01/09/2018
A SHUTTLE DRIVER IS A COMPANY PAID EMPLOYEE WHO DRIVES A CUSTOMER FREE OF CHARGE. THE AMOUNT COLLECTED FROM GM MAY BE APPLIED TO YOUR RENTAL CAR ACCOUNT. $7.50 FOR ONE WAY SHUTTLE, $15.00 FOR 2 WAY. YOU MAY ADD THE SHUTTLE $ AMOUNT TO...
Forum - 12/01/2017
... understandiing of responsibility for all charges at the time the job card is written and while the customer is present. Any changees regarding who is responsible for the charges require service management authorization PRIOR to repairs being performed. ...
Forum - 10/25/2017
... in the November Newsletter that just came out, which states certain stipulations such as... 1) The customer must be traveling AND be more than 100 miles away from home 2) The vehicle must be disabled & kept overnight 3) Service is offered to customers...
Forum - 10/26/2017
The way I am understanding it, is that they put customer in a DRAC and Roadside would not bring that back. Would this have been a situation where Enterprise should have been used, so customer could return it to the closest Enterprise location? I know...
Forum - 11/08/2017
... to be part of Service Agent's overall fixed operation expense and are not considered for reimbursement as part of a warranty transaction. Examples of supplies and fees not eligible for warranty reimbursement are as follows: Protective covers used for...
Warranty Admin,Illinois - 11/09/2017
... magnetic ride suspension calibration upgrade for a 2015 Vette.There is a$350.00 charge to the customer for the download that will be billed to our open account.Included in the notes to the dealer it is stated "installation of the calibration will...
Forum - 06/22/2017
... her happy. We seem to have become a charity department anymore. We even have a current customer who wants to be reimbursed for his pro rated amount he paid on a tire replacement under warranty because he says that no other parts covered under...
No start-battery faulty vs special coverage 14311 - 10/02/2017
I have a couple of claims that the customer brings in for NO START, we test battery "it fails/needs replacement" - but than also find negative battery cable high resistence / loose which falls under the 14311 Special Coverage...... my question...
Carpet replacement after waterleak repair. - 09/26/2017
Hi,Customer complains of waterleak. Dealer determines waterleak is due to evap case and makes repairs. Customer returns complaining that vehicle has a mildew smell. Dealer determines carpet is covered in mildew and replaces carpet. ...
Forum - 05/11/2017
... comes back in with same complaint. I am having my advisors go ahead and ask the questions when customers come in and just give vague complaints. I realize the customer feels we should already know whats wrong just because this or that light came on,...
Forum - 05/12/2017
A top-off, is not a fill-up. We have had to have this discussion several times with customers. They are responsible for checking it between maintenances, and adding accordingly. Our 'internal' policy is 1 gallon qualifies as a top-off, and any more is...
Broken Window - 05/17/2017
HiWe had a customer come in that stated when she closed her right rear door the window shattered. I was just wondering if we should handle this asa regular warranty assuming the glass was defective or should we handle it as a customer enthusiasm?Any input...
Forum - 03/22/2017
No its not an added operation . personally i think the repair order should be closed and another on made when the customer comes back to have the part installed, i experience this all the time where the part is ordered the RO is kept open and most of...
Forum - 03/21/2017
There should be multiple authorizations. One for changing the customer pay line to warranty with the date, time and explanation and a second authorization verifying the open recall found after job card write up with time, date, explanation...
Forum - 02/07/2017
... is good with it then. It might come down to all of the usual suspects for policy, like did customer purchase vehicle new, are they GM loyal, loyal service customers....would like to hear your outcome on it. Have a good one!...
Forum - 02/10/2017
... If I'm right, I think you only need to attach it to the job card if you deviate from the customer/dealer participation amount. We attach them all anyway, but as long as you're not charging the customer/dealer a different amount, then I'm pretty...
Closing warranty repair orders - 01/24/2017
I am interested in knowing how other dealerships close their warranty repair orders. Do you close the customer pay (if there is customer pay on the same RO) and wait for the warranty to get paid before closing the warranty? Or do you close all repair...
Forum - 01/24/2017
we are on dealertrack so if there is a customer pay and warranty on the same job card i can close the customer pay when we collect the money the warranty repair stays open until i submit the claim and close it..
Transaction Adjustments - 08/09/2016
A customer had their vehicle in the shop on Monday for a component replacement. A week later the customer returned with a concern that was directly related (consequential damage) to the failure from the previous Monday. How should the transaction with...
DEALER INSTALLED PART WARRANTY. - 01/04/2016
I have a part that was replaced on a customer pay line. When the tech was installing the bearing the cage came off and the bearing fell apart in his hand. I can't find in the P&P the procedure for the warranty for the part. It seems like there was info...
Re: OPEN RECALLS ON STOCK UNITS - 02/24/2016
... vehicles in service agent inventory as well as allowing service agents to correct involved customer vehicles that return for any type of service. The bulletin is in effect as long as base warranty has not expired. Service Update Bulletins address...
Re: DEALERTRACK - 06/22/2016
No the repairs were first thought to be customer pay and coded for that, customer has a gmpp policy and repairs are covered...i went in to change to S but it wouldnt let me service contract not found in line payment method..
Forum - 06/27/2023
... vehicle return for technician to complete the reprogramming. I have also had a couple where the customer was traveling through and lived out of state, therefore having the customer return with the vehicle was not an option. In these cases we have had...
Forum - 07/10/2023
... because it's incomplete, remedy not available. The second problem is if we bring the customer in, run the e-advisor, put them in a rental and it's not approved, I'm pretty sure the customer will not return the rental until parts are available. ...
Forum - 05/05/2023
I'm with you about using the labor time guide, this specific claim he asked why were we not using customer pay rates. I even think we used the LTG amount to be on the safe side. Reason I asked regarding this is that I have another big trans...
A SHUTTLE DRIVER IS A COMPANY PAID EMPLOYEE WHO DRIVES A CUSTOMER FREE OF CHARGE. THE AMOUNT COLLECTED FROM GM MAY BE APPLIED TO YOUR RENTAL CAR ACCOUNT. $7.50 FOR ONE WAY SHUTTLE, $15.00 FOR 2 WAY. YOU MAY ADD THE SHUTTLE $ AMOUNT TO...
Forum - 12/01/2017
... understandiing of responsibility for all charges at the time the job card is written and while the customer is present. Any changees regarding who is responsible for the charges require service management authorization PRIOR to repairs being performed. ...
Forum - 10/25/2017
... in the November Newsletter that just came out, which states certain stipulations such as... 1) The customer must be traveling AND be more than 100 miles away from home 2) The vehicle must be disabled & kept overnight 3) Service is offered to customers...
Forum - 10/26/2017
The way I am understanding it, is that they put customer in a DRAC and Roadside would not bring that back. Would this have been a situation where Enterprise should have been used, so customer could return it to the closest Enterprise location? I know...
Forum - 11/08/2017
... to be part of Service Agent's overall fixed operation expense and are not considered for reimbursement as part of a warranty transaction. Examples of supplies and fees not eligible for warranty reimbursement are as follows: Protective covers used for...
Warranty Admin,Illinois - 11/09/2017
... magnetic ride suspension calibration upgrade for a 2015 Vette.There is a$350.00 charge to the customer for the download that will be billed to our open account.Included in the notes to the dealer it is stated "installation of the calibration will...
Forum - 06/22/2017
... her happy. We seem to have become a charity department anymore. We even have a current customer who wants to be reimbursed for his pro rated amount he paid on a tire replacement under warranty because he says that no other parts covered under...
No start-battery faulty vs special coverage 14311 - 10/02/2017
I have a couple of claims that the customer brings in for NO START, we test battery "it fails/needs replacement" - but than also find negative battery cable high resistence / loose which falls under the 14311 Special Coverage...... my question...
Carpet replacement after waterleak repair. - 09/26/2017
Hi,Customer complains of waterleak. Dealer determines waterleak is due to evap case and makes repairs. Customer returns complaining that vehicle has a mildew smell. Dealer determines carpet is covered in mildew and replaces carpet. ...
Forum - 05/11/2017
... comes back in with same complaint. I am having my advisors go ahead and ask the questions when customers come in and just give vague complaints. I realize the customer feels we should already know whats wrong just because this or that light came on,...
Forum - 05/12/2017
A top-off, is not a fill-up. We have had to have this discussion several times with customers. They are responsible for checking it between maintenances, and adding accordingly. Our 'internal' policy is 1 gallon qualifies as a top-off, and any more is...
Broken Window - 05/17/2017
HiWe had a customer come in that stated when she closed her right rear door the window shattered. I was just wondering if we should handle this asa regular warranty assuming the glass was defective or should we handle it as a customer enthusiasm?Any input...
Forum - 03/22/2017
No its not an added operation . personally i think the repair order should be closed and another on made when the customer comes back to have the part installed, i experience this all the time where the part is ordered the RO is kept open and most of...
Forum - 03/21/2017
There should be multiple authorizations. One for changing the customer pay line to warranty with the date, time and explanation and a second authorization verifying the open recall found after job card write up with time, date, explanation...
Forum - 02/07/2017
... is good with it then. It might come down to all of the usual suspects for policy, like did customer purchase vehicle new, are they GM loyal, loyal service customers....would like to hear your outcome on it. Have a good one!...
Forum - 02/10/2017
... If I'm right, I think you only need to attach it to the job card if you deviate from the customer/dealer participation amount. We attach them all anyway, but as long as you're not charging the customer/dealer a different amount, then I'm pretty...
Closing warranty repair orders - 01/24/2017
I am interested in knowing how other dealerships close their warranty repair orders. Do you close the customer pay (if there is customer pay on the same RO) and wait for the warranty to get paid before closing the warranty? Or do you close all repair...
Forum - 01/24/2017
we are on dealertrack so if there is a customer pay and warranty on the same job card i can close the customer pay when we collect the money the warranty repair stays open until i submit the claim and close it..
Transaction Adjustments - 08/09/2016
A customer had their vehicle in the shop on Monday for a component replacement. A week later the customer returned with a concern that was directly related (consequential damage) to the failure from the previous Monday. How should the transaction with...
DEALER INSTALLED PART WARRANTY. - 01/04/2016
I have a part that was replaced on a customer pay line. When the tech was installing the bearing the cage came off and the bearing fell apart in his hand. I can't find in the P&P the procedure for the warranty for the part. It seems like there was info...
Re: OPEN RECALLS ON STOCK UNITS - 02/24/2016
... vehicles in service agent inventory as well as allowing service agents to correct involved customer vehicles that return for any type of service. The bulletin is in effect as long as base warranty has not expired. Service Update Bulletins address...
Re: DEALERTRACK - 06/22/2016
No the repairs were first thought to be customer pay and coded for that, customer has a gmpp policy and repairs are covered...i went in to change to S but it wouldnt let me service contract not found in line payment method..
Forum - 06/27/2023
... vehicle return for technician to complete the reprogramming. I have also had a couple where the customer was traveling through and lived out of state, therefore having the customer return with the vehicle was not an option. In these cases we have had...
Forum - 07/10/2023
... because it's incomplete, remedy not available. The second problem is if we bring the customer in, run the e-advisor, put them in a rental and it's not approved, I'm pretty sure the customer will not return the rental until parts are available. ...
Forum - 05/05/2023
I'm with you about using the labor time guide, this specific claim he asked why were we not using customer pay rates. I even think we used the LTG amount to be on the safe side. Reason I asked regarding this is that I have another big trans...
Warranty Rental on CP line - 06/23/2023
HiHas anyone ever had a warranty rental on a customer pay line? If so how did you code it? Our DM has approved a rental for this customer due to parts on backorder. I didn't think we could do this.Thanks
Forum - 01/12/2023
We are a Cadillac dealer but we have a customer who has a Chevy that is under CPO. The customer wants to bring their new Chevy to our Cadillac dealer but we want to be sure we can do CPO warranty work before we commit to them.
Forum - 12/14/2022
I've had instances with other manufacturers where we, the dealership, will reimburse the customer, and submit the claim to receive payment from manufacturer. Seems like the easiest route and makes the customer happy.
Forum - 07/26/2022
The Maintenance Quick Reference Guide Charts available within the LTG, Document ID 5532254, have been updated to the reimbursement amounts effective with the 8/1/2022 release (reference Global Message GCUS-9-13281). The Maintenance Reimbursement...
2022 GM Accessories Employee Discount Program? - 06/02/2022
GCUS-9-10591- Does anyone understand how to process these? If I am understanding this, the customers get 20% off and the dealer gets 10% allowance. When I read the GCUS-9-10591 program instuctions, I only see how to submit for the Dealer Allowance...
Forum - 12/07/2021
you made the initial incorrect observation,,,realize it and own it,,it is highly insulting and unwarranted to assume someone doesnt care about their customers. whether the car is ours or customer owned is beside the point,,,
Forum - 01/04/2022
... Grade Protection and Experience Buick Included Maintenance Programs for the current maintenance reimbursement rates, which vary by vehicle and engine type. To date I have not yet seen a Global Message referencing CPO maintenance reimbursement rate...
Express shipping with rental question - 07/03/2020
I have a customer vehicle that was in for service and the part was express shipped. Customer was put in rental vehicle as they were going on a local vacation. They were in rental vehicle for 5 days. I know rental is capped at 3 days when express...
Part Warranty - 09/18/2020
We have a issue where customer had a Transmission replaced under the Policy Evaluation Tool just recently. This customer sold the vehicle to another person, this person having Transmission issue. Where can I receive information on this issue? Thank y...
Forum - 01/27/2021
Hi occwarranty! It sounds like an ISC purchased a transmission from a dealership and then sold it to a customer. If that is the case, it would be handled as an over the counter sale, and the dealership could warranty parts and labor as long as the customer...
Forum - 02/26/2021
... checked, I sent in the copy that said "Accounting" on it. Which for us is a copy of what the customer gets (3 copies print out, Customer, Accounting, and Service). And I can't remember what I did for the files. I think I had to do it one...
Forum - 06/25/2021
For customer satisfaction, definitely recommend handling as no charge, but internally vs as a warranty situation. If the vehicle was sold at your dealership, it may be an opportunity to work with the sales department on educating the customer of the first...
Forum - 06/23/2021
... back no assistance or little assistance, your service manager can adjust (with a stated cause) the customer participation up to $500.00 per line. If your service manager feels the customer participation is still too high, he/she can submit a request...
SRTA warranty - 08/05/2021
... warranty is *warranty is effective from date of installation to original purchaser. I have a customer that is selling his vehicle and had a trans put into his truck roughly late 2019. I was told that it follows the Vin and the customer would...
Forum - 09/30/2021
It would still require the same add-on approval, with customer approval required (even though it seems like a no-brainer). The only situation I would think forgoes a customer approval, would be in-stock units.
Forum - 09/30/2021
Warranty support has always had me keep it all on same claim, if the original part was a covered repair. If it's a customer paid repair, then the p-w is an add-on, with all requirements (including customer auth) met
Forum - 10/14/2021
... explain, date and time. He thinks I am reading this wrong. I just want proof! He thinks if the customer calls back and adds to Job Card that the customer signs. I show him what the P&P said. Thank you...
Forum - 09/29/2021
That's exactly how I suggested our advisors do that. If the customer declines, drop it. I personally have not had a customer decline during writeup in service ever. BTW thank you to everyone that responded to my post!
Coding as Warranty - 10/04/2018
Is there a rule of thumb as to what the payment type should be coded to at the initial write up when the customer is giving their concern? I know the Required Operating Procedures bulletin says that there should be a clear understanding of whose...
2019 AUTHORIZATION UPDATES - 01/23/2019
... Warranty booklet, under authorization update it states " The authorization requirement for Customer Concern Not Duplicated labor operations has been removed". But the email I received from GM (reference number GCUS-9-7168) states " Service...
Forum - 01/09/2019
The "100" sequential job cards. From 100 sequential job cards, we show the ones that are customer pay warranty like repairs? Or we have to have 100 customer pay warranty like repairs in total?
Over the Counter Part Warranty Documentation - 11/20/2018
... the counter part warranties as far as documentation is concerned? Is it just stating that customer states problem with part and gave customer replacement part? Without installing it in the vehicle, how are we supposed to know what's wrong? ...
Forum - 11/29/2018
... that would have caused the part to fail? Basically all the Job Card said was that the customer wanted a replacement and we replaced it. Or just put comments indicating what happened as far as the customer's "frustration" and the CAC?&nbs...
Forum - 12/18/2018
Hi Karyl! Yes, the factory included maintenance program for 2019MY vehicles has changed. Customers receive one maintenance service which must be used within the first year of ownership. Take a look at the recently updated Special Program Labor Operations...
Forum - 12/21/2018
This is a weird one. A warranty add line has to be authorized and a customer pay one does not. Originally this line was customer pay until it was authorized and changed to warranty. I would still just by principal expect the add line to be authorized...
HiHas anyone ever had a warranty rental on a customer pay line? If so how did you code it? Our DM has approved a rental for this customer due to parts on backorder. I didn't think we could do this.Thanks
Forum - 01/12/2023
We are a Cadillac dealer but we have a customer who has a Chevy that is under CPO. The customer wants to bring their new Chevy to our Cadillac dealer but we want to be sure we can do CPO warranty work before we commit to them.
Forum - 12/14/2022
I've had instances with other manufacturers where we, the dealership, will reimburse the customer, and submit the claim to receive payment from manufacturer. Seems like the easiest route and makes the customer happy.
Forum - 07/26/2022
The Maintenance Quick Reference Guide Charts available within the LTG, Document ID 5532254, have been updated to the reimbursement amounts effective with the 8/1/2022 release (reference Global Message GCUS-9-13281). The Maintenance Reimbursement...
2022 GM Accessories Employee Discount Program? - 06/02/2022
GCUS-9-10591- Does anyone understand how to process these? If I am understanding this, the customers get 20% off and the dealer gets 10% allowance. When I read the GCUS-9-10591 program instuctions, I only see how to submit for the Dealer Allowance...
Forum - 12/07/2021
you made the initial incorrect observation,,,realize it and own it,,it is highly insulting and unwarranted to assume someone doesnt care about their customers. whether the car is ours or customer owned is beside the point,,,
Forum - 01/04/2022
... Grade Protection and Experience Buick Included Maintenance Programs for the current maintenance reimbursement rates, which vary by vehicle and engine type. To date I have not yet seen a Global Message referencing CPO maintenance reimbursement rate...
Express shipping with rental question - 07/03/2020
I have a customer vehicle that was in for service and the part was express shipped. Customer was put in rental vehicle as they were going on a local vacation. They were in rental vehicle for 5 days. I know rental is capped at 3 days when express...
Part Warranty - 09/18/2020
We have a issue where customer had a Transmission replaced under the Policy Evaluation Tool just recently. This customer sold the vehicle to another person, this person having Transmission issue. Where can I receive information on this issue? Thank y...
Forum - 01/27/2021
Hi occwarranty! It sounds like an ISC purchased a transmission from a dealership and then sold it to a customer. If that is the case, it would be handled as an over the counter sale, and the dealership could warranty parts and labor as long as the customer...
Forum - 02/26/2021
... checked, I sent in the copy that said "Accounting" on it. Which for us is a copy of what the customer gets (3 copies print out, Customer, Accounting, and Service). And I can't remember what I did for the files. I think I had to do it one...
Forum - 06/25/2021
For customer satisfaction, definitely recommend handling as no charge, but internally vs as a warranty situation. If the vehicle was sold at your dealership, it may be an opportunity to work with the sales department on educating the customer of the first...
Forum - 06/23/2021
... back no assistance or little assistance, your service manager can adjust (with a stated cause) the customer participation up to $500.00 per line. If your service manager feels the customer participation is still too high, he/she can submit a request...
SRTA warranty - 08/05/2021
... warranty is *warranty is effective from date of installation to original purchaser. I have a customer that is selling his vehicle and had a trans put into his truck roughly late 2019. I was told that it follows the Vin and the customer would...
Forum - 09/30/2021
It would still require the same add-on approval, with customer approval required (even though it seems like a no-brainer). The only situation I would think forgoes a customer approval, would be in-stock units.
Forum - 09/30/2021
Warranty support has always had me keep it all on same claim, if the original part was a covered repair. If it's a customer paid repair, then the p-w is an add-on, with all requirements (including customer auth) met
Forum - 10/14/2021
... explain, date and time. He thinks I am reading this wrong. I just want proof! He thinks if the customer calls back and adds to Job Card that the customer signs. I show him what the P&P said. Thank you...
Forum - 09/29/2021
That's exactly how I suggested our advisors do that. If the customer declines, drop it. I personally have not had a customer decline during writeup in service ever. BTW thank you to everyone that responded to my post!
Coding as Warranty - 10/04/2018
Is there a rule of thumb as to what the payment type should be coded to at the initial write up when the customer is giving their concern? I know the Required Operating Procedures bulletin says that there should be a clear understanding of whose...
2019 AUTHORIZATION UPDATES - 01/23/2019
... Warranty booklet, under authorization update it states " The authorization requirement for Customer Concern Not Duplicated labor operations has been removed". But the email I received from GM (reference number GCUS-9-7168) states " Service...
Forum - 01/09/2019
The "100" sequential job cards. From 100 sequential job cards, we show the ones that are customer pay warranty like repairs? Or we have to have 100 customer pay warranty like repairs in total?
Over the Counter Part Warranty Documentation - 11/20/2018
... the counter part warranties as far as documentation is concerned? Is it just stating that customer states problem with part and gave customer replacement part? Without installing it in the vehicle, how are we supposed to know what's wrong? ...
Forum - 11/29/2018
... that would have caused the part to fail? Basically all the Job Card said was that the customer wanted a replacement and we replaced it. Or just put comments indicating what happened as far as the customer's "frustration" and the CAC?&nbs...
Forum - 12/18/2018
Hi Karyl! Yes, the factory included maintenance program for 2019MY vehicles has changed. Customers receive one maintenance service which must be used within the first year of ownership. Take a look at the recently updated Special Program Labor Operations...
Forum - 12/21/2018
This is a weird one. A warranty add line has to be authorized and a customer pay one does not. Originally this line was customer pay until it was authorized and changed to warranty. I would still just by principal expect the add line to be authorized...
Forum - 12/27/2018
... and you can file the warranty as normal with the labor and admin fee, also if you have the PET and customer owes anything you submit in customer participation....
Forum - 01/29/2020
Hello NUCUML, Reimbursements are to be performed during the time/mileage parameters outlined withing the special coverage, which does not require use of the PET. When opening a job card for a reimbursement, the current date and mileage should...
Forum - 02/04/2020
Yes this is what I have heard too. However it does say if the customer requests you can do it. There's like 3 different recalls on this fix. I've tried to tell my advisors not to do it and to explain it to the customers but I still keep finding them coming...
REDEEMING VOUCHER THRU GLOBAL? - 02/10/2020
Could someone please clairfy.. I was told that when we redeem a customers voucher (thru GM Global) that is automatically paid to our dealership. Is this true? If not how do I go about getting it paid on GM Global? In this case a customer...
Clock Time - 03/13/2020
Can you have 1 clock punch time combine with customer pay. Example: I have recall for 0.3 time which is warranty plus customer pay oil change 0.8 time - I have one flag punch time of 1.1 on the Job Card, is that correct?...
ELECTRONIC EXCHANGE ADMIN ALLOWANCE - 01/16/2020
Good Morning Guys! So I have a customer who is out of warranty and we ran a PET to get her radio control assembly replaced. She did pay for part of the repair and I was wondering if we can still claim $45 admin allowance with the customer participati...
Forum - 10/02/2019
I agree. I am still confused even after reading reading the document. So do we cover the special policy after the customer warranty has expired. We have also been told not to override the PET. I do understand that we need to reimburse the customer if...
Special Coverage Policy - 10/01/2019
In this issue it stated that if a customer is outside mileage and time on a special coverage repair, the PET should be ran and that GM states that regardless of the results, dealers should not charge the customer for the repairs. I am totally confused....
Forum - 08/01/2019
Your warranty line is the only line that should have to have time stamps from the technicians along with good supporting documentation from them. The customer pay line does not have to have any time stamps since it was customer pay.
Parts Expediting - 03/23/2023
... expenses are limited to 3 days when claiming parts expedite expenses. For parts obtained through Customer Special Order-3 (CS)-3), GM will reimburse actual CSO-3 charges of GM parts not in Service Agent inventory. When claiming these expenses, courtesy...
December 2022 Recall Update - 11/21/2022
Customer Satisfaction Recall N212354521-02 Heated Vented Seats Retrofit: The recall bulletin has been updated to revise the correction statement, update the parts section and add an administrative allowance in Net/Admin Allowance for the Sierra HD/Silverado ...
Approved PDI Fluid Adds - 10/28/2022
... as low as -32 C°. Labor Operation 0590052 (PDI Related Fluid Adds) is used to submit for reimbursement of the OptiKleen used. Enter the actual number of quarts of OptiKleen concentrate used to prepare the diluted solvent added to the vehicle. The...
April 2022 Recall Update - 03/28/2022
... has been updated to identify that the 80% SOC Advanced Diagnostic Software is available while the customer is waiting for their High Voltage Battery Replacement appointment, if it has not been previously completed in N212343883. The customer letter has...
Clock Time - 03/28/2022
If your technician is working on a vehicle that started out as a customer pay repair, but that repair becomes a policy repair or it is determined the repair needed is covered under the Powertrain warranty, GM allows for service management to approve the...
August 2022 Recall Update - 07/27/2022
... 1500, and Sierra 2500/3500 trucks. Safety Recall N212356050-01 Driver Seat Improper Weld: The customer letter has been added to the most recent recall revision. The bulletin affects certain 2021 Chevrolet Malibu, 2022 Chevrolet Blazer, Equinox, and Cadillac...
Policy Evaluation Tool - 02/23/2022
... Policy Evaluation Tool once a decision has been made that a policy decision is appropriate for a customer’s out of warranty repair, or the customer has requested policy consideration for an out-of-warranty repair. GM has empowered dealers...
Corvette First Maintenance - 01/27/2022
... (C8) to come to the dealership for their first service visit. The allowed timing for reimbursement has been increased from 12 months to 24 months, effective 1/3/2022. The labor operation, 0600723, and the reimbursement amount, $294, remain the...
Chevrolet-Buick-GMC CPO Maintenance - 01/27/2022
... comes first. Oil change frequency is based on the Oil Life Monitoring System. The updated reimbursement amounts associated with the CBG CPO Maintenance program were released with the January 2022 LTG. The Maintenance Programs section (within the Preface...
Forum - 03/15/2024
I'm not sure how it works at your Dealership. At mine, frequently the advisors write up as customer pay, then my lines get changed to warranty. Parts bills out as customer pay, advisor doesn't let parts know to change the prices to warranty, I submit,...
Parts and Accessories - 03/23/2024
... place last summer has started to pay off. GM put the initiative into place to make it easier for customers to buy parts and accessories online. The two digital storefronts were combined into a single website for each of the four vehicle brands. The result...
Add On Repairs - 01/29/2024
Regardless of the date, subsequent warranty customer concerns based on MPVI are considered added customer concerns and will be treated as such. Add on repairs identified during MPVI or CPO inspections must have the concern clearly identified on the applicable...
Forum - 11/30/2023
We never send a tow company. We have the customer call GM roadside if applicable, if not, we will give the customer the option to call his own tow company or provide them with the number to a local company we use. This will keep you from the liability...
Forum - 01/10/2024
... to be required for items that require approval prior to the repair, including the following: customer signature not available, warranty on dealer owned inventory, and add on operations. Authorizations that are required at the time of transaction submission,...
WPC Process Overview - 12/26/2023
... errors in shipping. Consumer personal data/information privacy is very important to GM and their customers. When sending supporting documents to the Warranty Parts Center, such as transaction documents, all information containing customer personal data...
Supercharger Adaptor - 12/26/2023
... dealership, for the option of ship to home or pickup at the dealership. To get the adaptors to the customer in as quickly as possible, the adaptors will only be available for customers to purchase through their GM myBrand app via the accessories e-c...
... and you can file the warranty as normal with the labor and admin fee, also if you have the PET and customer owes anything you submit in customer participation....
Forum - 01/29/2020
Hello NUCUML, Reimbursements are to be performed during the time/mileage parameters outlined withing the special coverage, which does not require use of the PET. When opening a job card for a reimbursement, the current date and mileage should...
Forum - 02/04/2020
Yes this is what I have heard too. However it does say if the customer requests you can do it. There's like 3 different recalls on this fix. I've tried to tell my advisors not to do it and to explain it to the customers but I still keep finding them coming...
REDEEMING VOUCHER THRU GLOBAL? - 02/10/2020
Could someone please clairfy.. I was told that when we redeem a customers voucher (thru GM Global) that is automatically paid to our dealership. Is this true? If not how do I go about getting it paid on GM Global? In this case a customer...
Clock Time - 03/13/2020
Can you have 1 clock punch time combine with customer pay. Example: I have recall for 0.3 time which is warranty plus customer pay oil change 0.8 time - I have one flag punch time of 1.1 on the Job Card, is that correct?...
ELECTRONIC EXCHANGE ADMIN ALLOWANCE - 01/16/2020
Good Morning Guys! So I have a customer who is out of warranty and we ran a PET to get her radio control assembly replaced. She did pay for part of the repair and I was wondering if we can still claim $45 admin allowance with the customer participati...
Forum - 10/02/2019
I agree. I am still confused even after reading reading the document. So do we cover the special policy after the customer warranty has expired. We have also been told not to override the PET. I do understand that we need to reimburse the customer if...
Special Coverage Policy - 10/01/2019
In this issue it stated that if a customer is outside mileage and time on a special coverage repair, the PET should be ran and that GM states that regardless of the results, dealers should not charge the customer for the repairs. I am totally confused....
Forum - 08/01/2019
Your warranty line is the only line that should have to have time stamps from the technicians along with good supporting documentation from them. The customer pay line does not have to have any time stamps since it was customer pay.
Parts Expediting - 03/23/2023
... expenses are limited to 3 days when claiming parts expedite expenses. For parts obtained through Customer Special Order-3 (CS)-3), GM will reimburse actual CSO-3 charges of GM parts not in Service Agent inventory. When claiming these expenses, courtesy...
December 2022 Recall Update - 11/21/2022
Customer Satisfaction Recall N212354521-02 Heated Vented Seats Retrofit: The recall bulletin has been updated to revise the correction statement, update the parts section and add an administrative allowance in Net/Admin Allowance for the Sierra HD/Silverado ...
Approved PDI Fluid Adds - 10/28/2022
... as low as -32 C°. Labor Operation 0590052 (PDI Related Fluid Adds) is used to submit for reimbursement of the OptiKleen used. Enter the actual number of quarts of OptiKleen concentrate used to prepare the diluted solvent added to the vehicle. The...
April 2022 Recall Update - 03/28/2022
... has been updated to identify that the 80% SOC Advanced Diagnostic Software is available while the customer is waiting for their High Voltage Battery Replacement appointment, if it has not been previously completed in N212343883. The customer letter has...
Clock Time - 03/28/2022
If your technician is working on a vehicle that started out as a customer pay repair, but that repair becomes a policy repair or it is determined the repair needed is covered under the Powertrain warranty, GM allows for service management to approve the...
August 2022 Recall Update - 07/27/2022
... 1500, and Sierra 2500/3500 trucks. Safety Recall N212356050-01 Driver Seat Improper Weld: The customer letter has been added to the most recent recall revision. The bulletin affects certain 2021 Chevrolet Malibu, 2022 Chevrolet Blazer, Equinox, and Cadillac...
Policy Evaluation Tool - 02/23/2022
... Policy Evaluation Tool once a decision has been made that a policy decision is appropriate for a customer’s out of warranty repair, or the customer has requested policy consideration for an out-of-warranty repair. GM has empowered dealers...
Corvette First Maintenance - 01/27/2022
... (C8) to come to the dealership for their first service visit. The allowed timing for reimbursement has been increased from 12 months to 24 months, effective 1/3/2022. The labor operation, 0600723, and the reimbursement amount, $294, remain the...
Chevrolet-Buick-GMC CPO Maintenance - 01/27/2022
... comes first. Oil change frequency is based on the Oil Life Monitoring System. The updated reimbursement amounts associated with the CBG CPO Maintenance program were released with the January 2022 LTG. The Maintenance Programs section (within the Preface...
Forum - 03/15/2024
I'm not sure how it works at your Dealership. At mine, frequently the advisors write up as customer pay, then my lines get changed to warranty. Parts bills out as customer pay, advisor doesn't let parts know to change the prices to warranty, I submit,...
Parts and Accessories - 03/23/2024
... place last summer has started to pay off. GM put the initiative into place to make it easier for customers to buy parts and accessories online. The two digital storefronts were combined into a single website for each of the four vehicle brands. The result...
Add On Repairs - 01/29/2024
Regardless of the date, subsequent warranty customer concerns based on MPVI are considered added customer concerns and will be treated as such. Add on repairs identified during MPVI or CPO inspections must have the concern clearly identified on the applicable...
Forum - 11/30/2023
We never send a tow company. We have the customer call GM roadside if applicable, if not, we will give the customer the option to call his own tow company or provide them with the number to a local company we use. This will keep you from the liability...
Forum - 01/10/2024
... to be required for items that require approval prior to the repair, including the following: customer signature not available, warranty on dealer owned inventory, and add on operations. Authorizations that are required at the time of transaction submission,...
WPC Process Overview - 12/26/2023
... errors in shipping. Consumer personal data/information privacy is very important to GM and their customers. When sending supporting documents to the Warranty Parts Center, such as transaction documents, all information containing customer personal data...
Supercharger Adaptor - 12/26/2023
... dealership, for the option of ship to home or pickup at the dealership. To get the adaptors to the customer in as quickly as possible, the adaptors will only be available for customers to purchase through their GM myBrand app via the accessories e-c...
November 2023 Recall Update - 10/25/2023
Customer Satisfaction Recall N222388570-01 Outside Rear View Mirror Incorrect: The recall bulletin has been revised to update the Mirror, Outside Rear View part number 86804773 to 86804771. The recall affects certain 2023 Cadillac CT4 vehicles. Customer ...
Shop Supplies and Waste Disposal Fees - 05/23/2023
... are part of the dealership’s overall fixed operation expense and are not considered for reimbursement as part of a warranty transaction. This includes the disposal of any warrantable tires that are not required to be shipped back to the tire manufacturer...
August 2023 Recall Update - 07/25/2023
Customer Satisfaction Recall N222371151-09 Steering Wheel Replacement Retrofit: The bulletin has been revised to add certain 2022 Chevrolet Traverse and Buick Enclave vehicles to the population. Additionally, certain 2022 GMC Acadia vehicles have been ...
EV Care Videos - 06/27/2023
There are three videos available for Chevrolet EV customers that provide an overview of what the customer can expect on EV maintenance, including the importance of tires to an EV. The videos are available to watch or share on the Chevy Certified Serv...
Range - 06/27/2023
The 2024 Silverado EV WT will be available in two range specs for fleet customers: at launch, Spring, the truck will be available with an EPA estimated 450 miles of range with a full charge and soon after launch, the truck will be available with a GM...
Virtual Advisors - 07/30/2019
... It allows its human advisor counterparts to focus on working more efficiently with service customers. The virtual advisor kiosk performs the typical write up tasks, including recall notification, providing service specials, asking what repairs/maintenance...
GM Replacement Parts Warranty - 06/26/2019
GM parts, those that are considered replacement parts for customer pay repairs, have different warranty coverages, but most parts are covered for 24 months, unlimited mileage. GM accessories added to the vehicle after it arrives at the dealership and...
Service Video - 03/27/2019
... repair approvals. Using the technology makes the repair process more transparent, providing the customer with an actual image of the failed or failing component on their vehicle. In turn, the customer can quickly respond to the photo or video that was...
Part Warranty Coverage - 12/19/2018
All GM Service Replacement parts, when installed at a GM dealership as part of a customer pay repair or sold over the counter, have a 24-month, unlimited mileage warranty when installed on or after April 1st, 2018. Subsequent replacements under this warranty...
Reject of the Month - Error code 111 - 12/19/2018
Error 111: Days allowed between Repair Completion and Job Card Date was exceeded. On the 14th of May, 2018, a customer dropped their 2017 Chevrolet Silverado off at their local dealership for repair. The customer noticed that oil was leaking from the...
December 2018 Recall Update - 11/29/2018
Customer Satisfaction Recall N182191300: Unwanted Roof-Rail Air Bag Deployments While Off-Roading: Dealers will reprogram the sensing and diagnostic module with updated software to address a concern with the vehicle’s roof-rail air bags and ...
Maxis App - 09/24/2019
... List for Field Action Management. The tools located within the app can provide a list of your customers that have open field actions. Tip: Use the tool as a BDC activity to contact customers to come in for the performance of the open campaign....
One Dealer's Audit - 09/24/2019
... of the add-on repairs that were charged back at this dealership were due to the date and time the customer provided permission to do the repair, was not documented on the job card. This is a requirement even when the customer contacts the dealership...
Swapping Parts - 08/27/2019
Swapping parts from a stock vehicle to a customer vehicle is often useful from a diagnostic perspective. After diagnosis, the swapped parts must be removed from the customer’s vehicle and returned to the stock vehicle ensuring that they are properly...
100% Policy and Part Warranties - 02/27/2020
... 12 months/unlimited miles. Consumer warranties apply when purchased as a retail transaction (the customer pays for all or any portion of the transaction). Policy adjustments where the purchaser participates in a portion of the expense, and repairs covered...
March 2020 Recall Update - 02/27/2020
... with a Duramax diesel 6.6L engine and an option engine block heater cord are involved. Customer Satisfaction Recall N192257060-02 Recreational Towing-Dolly Tow Procedure: Certain 2019 Cadillac XT4 and Chevrolet Malibu vehicles are involved in the...
Recall Repairs - 01/03/2020
Recall work offers an underused opportunity for dealerships to attract and keep large numbers of service customers by identifying their shops as the place for repair work. There are more than 70 million cars and trucks under recall in the US for safety...
Recently Revised Bulletins - 04/29/2020
... identifies that the Courtesy Transportation Program is available for all GM vehicle purchase/lease customers and GM company-owned vehicle drivers within the Bumper to Bumper, Powertrain and/or Hybrid specific and Federal Emissions coverage of the New...
Express Service Kiosks - 04/29/2020
Express service kiosks are being used in airport terminals, rental car lanes, and even fast food restaurants to provide customer convenience. Kiosks are now being tested by automotive manufacturers and top dealership groups to provide customers with the...
New Policy Evaluation Tool Deviation Process - 06/23/2020
Using the Policy Evaluation Tool (PET) when doing a Policy Repair for your customers has been a requirement for quite some time now. GM has recently made a very helpful change giving service management the ability to deviate from the PET results up to...
August 2020 Recall Update - 07/30/2020
... affects certain 2017-18 Buick LaCrosse, 2018 Buick Regal, and 2016-18 Chevrolet Malibu vehicles. Customer Satisfaction Recall N182195660-01 Predictive Monitoring for Stochastic Pre-Ignition: The bulletin has been updated to include a copy of the...
Special Coverage Within Warranty & Beyond Warranty - 11/25/2020
... Warranty, when a known product issue occurs. Notification letters are sent to last known customers of record instructing them to contact their dealer to schedule a service appointment only if their vehicle experiences the condition described in...
Temporary Use of Non-GM Battery - 12/29/2020
GM’s has identified a supply constraint with GM/ACDelco 12-volt batteries. To ensure customer satisfaction, dealers may install a non-GM battery when an OEM battery is not available for replacement under the New Vehicle Limited Warranty. This...
Authorization to Perform Repairs - 03/22/2021
In another MOR tip, take a moment to share with the service advisor team the importance of having the customer sign on the Authorization to Perform Repairs line of the job card. In several MOR instances, the customer (or service management) signed the...
Recent MOR Results - 03/22/2021
The review of a recent Mail Out Review showed that dealers continue to neglect to document the date and time that the customer provided permission for an add on repair. This documentation is in addition to service management authorization for the add...
Customer Satisfaction Recall N222388570-01 Outside Rear View Mirror Incorrect: The recall bulletin has been revised to update the Mirror, Outside Rear View part number 86804773 to 86804771. The recall affects certain 2023 Cadillac CT4 vehicles. Customer ...
Shop Supplies and Waste Disposal Fees - 05/23/2023
... are part of the dealership’s overall fixed operation expense and are not considered for reimbursement as part of a warranty transaction. This includes the disposal of any warrantable tires that are not required to be shipped back to the tire manufacturer...
August 2023 Recall Update - 07/25/2023
Customer Satisfaction Recall N222371151-09 Steering Wheel Replacement Retrofit: The bulletin has been revised to add certain 2022 Chevrolet Traverse and Buick Enclave vehicles to the population. Additionally, certain 2022 GMC Acadia vehicles have been ...
EV Care Videos - 06/27/2023
There are three videos available for Chevrolet EV customers that provide an overview of what the customer can expect on EV maintenance, including the importance of tires to an EV. The videos are available to watch or share on the Chevy Certified Serv...
Range - 06/27/2023
The 2024 Silverado EV WT will be available in two range specs for fleet customers: at launch, Spring, the truck will be available with an EPA estimated 450 miles of range with a full charge and soon after launch, the truck will be available with a GM...
Virtual Advisors - 07/30/2019
... It allows its human advisor counterparts to focus on working more efficiently with service customers. The virtual advisor kiosk performs the typical write up tasks, including recall notification, providing service specials, asking what repairs/maintenance...
GM Replacement Parts Warranty - 06/26/2019
GM parts, those that are considered replacement parts for customer pay repairs, have different warranty coverages, but most parts are covered for 24 months, unlimited mileage. GM accessories added to the vehicle after it arrives at the dealership and...
Service Video - 03/27/2019
... repair approvals. Using the technology makes the repair process more transparent, providing the customer with an actual image of the failed or failing component on their vehicle. In turn, the customer can quickly respond to the photo or video that was...
Part Warranty Coverage - 12/19/2018
All GM Service Replacement parts, when installed at a GM dealership as part of a customer pay repair or sold over the counter, have a 24-month, unlimited mileage warranty when installed on or after April 1st, 2018. Subsequent replacements under this warranty...
Reject of the Month - Error code 111 - 12/19/2018
Error 111: Days allowed between Repair Completion and Job Card Date was exceeded. On the 14th of May, 2018, a customer dropped their 2017 Chevrolet Silverado off at their local dealership for repair. The customer noticed that oil was leaking from the...
December 2018 Recall Update - 11/29/2018
Customer Satisfaction Recall N182191300: Unwanted Roof-Rail Air Bag Deployments While Off-Roading: Dealers will reprogram the sensing and diagnostic module with updated software to address a concern with the vehicle’s roof-rail air bags and ...
Maxis App - 09/24/2019
... List for Field Action Management. The tools located within the app can provide a list of your customers that have open field actions. Tip: Use the tool as a BDC activity to contact customers to come in for the performance of the open campaign....
One Dealer's Audit - 09/24/2019
... of the add-on repairs that were charged back at this dealership were due to the date and time the customer provided permission to do the repair, was not documented on the job card. This is a requirement even when the customer contacts the dealership...
Swapping Parts - 08/27/2019
Swapping parts from a stock vehicle to a customer vehicle is often useful from a diagnostic perspective. After diagnosis, the swapped parts must be removed from the customer’s vehicle and returned to the stock vehicle ensuring that they are properly...
100% Policy and Part Warranties - 02/27/2020
... 12 months/unlimited miles. Consumer warranties apply when purchased as a retail transaction (the customer pays for all or any portion of the transaction). Policy adjustments where the purchaser participates in a portion of the expense, and repairs covered...
March 2020 Recall Update - 02/27/2020
... with a Duramax diesel 6.6L engine and an option engine block heater cord are involved. Customer Satisfaction Recall N192257060-02 Recreational Towing-Dolly Tow Procedure: Certain 2019 Cadillac XT4 and Chevrolet Malibu vehicles are involved in the...
Recall Repairs - 01/03/2020
Recall work offers an underused opportunity for dealerships to attract and keep large numbers of service customers by identifying their shops as the place for repair work. There are more than 70 million cars and trucks under recall in the US for safety...
Recently Revised Bulletins - 04/29/2020
... identifies that the Courtesy Transportation Program is available for all GM vehicle purchase/lease customers and GM company-owned vehicle drivers within the Bumper to Bumper, Powertrain and/or Hybrid specific and Federal Emissions coverage of the New...
Express Service Kiosks - 04/29/2020
Express service kiosks are being used in airport terminals, rental car lanes, and even fast food restaurants to provide customer convenience. Kiosks are now being tested by automotive manufacturers and top dealership groups to provide customers with the...
New Policy Evaluation Tool Deviation Process - 06/23/2020
Using the Policy Evaluation Tool (PET) when doing a Policy Repair for your customers has been a requirement for quite some time now. GM has recently made a very helpful change giving service management the ability to deviate from the PET results up to...
August 2020 Recall Update - 07/30/2020
... affects certain 2017-18 Buick LaCrosse, 2018 Buick Regal, and 2016-18 Chevrolet Malibu vehicles. Customer Satisfaction Recall N182195660-01 Predictive Monitoring for Stochastic Pre-Ignition: The bulletin has been updated to include a copy of the...
Special Coverage Within Warranty & Beyond Warranty - 11/25/2020
... Warranty, when a known product issue occurs. Notification letters are sent to last known customers of record instructing them to contact their dealer to schedule a service appointment only if their vehicle experiences the condition described in...
Temporary Use of Non-GM Battery - 12/29/2020
GM’s has identified a supply constraint with GM/ACDelco 12-volt batteries. To ensure customer satisfaction, dealers may install a non-GM battery when an OEM battery is not available for replacement under the New Vehicle Limited Warranty. This...
Authorization to Perform Repairs - 03/22/2021
In another MOR tip, take a moment to share with the service advisor team the importance of having the customer sign on the Authorization to Perform Repairs line of the job card. In several MOR instances, the customer (or service management) signed the...
Recent MOR Results - 03/22/2021
The review of a recent Mail Out Review showed that dealers continue to neglect to document the date and time that the customer provided permission for an add on repair. This documentation is in addition to service management authorization for the add...
100% Policy and Part Warranties - 02/25/2021
... 12 months/unlimited miles. Consumer warranties apply when purchased as a retail transaction (the customer pays for all or any portion of the transaction). Policy adjustments where the purchaser participates in a portion of the expense, and repairs covered...
Repurchase Vehicle Dealer Processing Fee - 02/25/2021
When a customer vehicle concern results in a manufacturer repurchase from the customer, the dealership administers the repurchase closing and intake of the returning vehicle. Effective February 15, 2021, the payment process changed from GWM labor operation...
Courtesy Transportation & the Ignition Switch Recall - 05/09/2014
Service management must approve courtesy transportation before the customer receives the courtesy transportation vehicle by submitting for authorization on the Aftersales Empowerment Portal. Utilize the labour operation from the appropriate recall bulletin,...
Tablets - 05/09/2014
About 1,200 GM dealerships have begun using a tablet tool to help service departments increase customer retention and new business. The mobile tool allows service advisors to use a tablet to quickly pull up a vehicle's history, go through a Multi-Point...
Cadillac ELR - 01/10/2014
... to come from Cadillac, providing the dealer network with an opportunity to go after a new target customer. In order to handle this new customer base, GM is providing Cadillac dealers with a complete suite of training tools and opportunities to help prepare...
DEF - 01/28/2014
... specific information on Diesel Exhaust Fluid. DEF should not be topped off until delivery to the customer, as DEF has a limited shelf life and can expire more quickly when in higher ambient temperatures. GM recommends the DEF refill procedure should...
DEF - 12/09/2013
... 09-00-89-002 states that DEF should not be topped off until the vehicle is delivered to the customer. The refill procedure should ideally take place with the customer present to facilitate training of the correct technique. DEF has a limited shelf life...
November 2013 Recall Update - 11/18/2013
Customer Satisfaction Program 11243A-Propshaft Bolt Inspection: This bulletin has been revised to extend the expiration date to March 31, 2014. The recall addresses a concern with two of the four bolts that attach the propshaft to the rear axle that are ...
Mail-In Rebate - 12/19/2014
GM Customer Care & Aftersales (GMCC&A) has announced a $200 consumer mail-in rebate with the purchase of a dealer installed genuine GM parts engine or transmission on eligible 2009 or older GM vehicles. The rebate offer is valid on customer paid,...
Waiting Rooms - 10/31/2014
More and more dealership service customers are waiting for repairs to be completed on their vehicles. Why are so many customers waiting? Simply because dealers are performing more express type services, including oil changes and tire rotations. For quick...
Compressed Natural Gas Vehicles - 09/09/2014
Some customers may be overfilling the CNG tanks in cold weather by adding CNG beyond the recommended fill pressure. The recommended service pressure for 2011-present Chevrolet Express and GMC Savana CNG vans and 2013-present Chevrolet Silverado and GMC...
June 2015 Recall Update - 06/02/2015
Customer Satisfaction Program 12050C: Rear Axle Grinding Noise, Vibration: The recall has been revised to update the expiration date to April 30, 2016. Safety Recall 12261C: Intermittent Airbag Warning Light Illuminated: Certain 2012 Buick Verano, ...
The Cause of Failure - 10/23/2015
Every warranty transaction requires a customer concern, a cause of failure, and a correction. It is the service advisor's responsibility to get the customer's concern; the technician working on the vehicle needs to provide the rest. The correction information...
Option C - 12/01/2015
... rate eligibility is contingent on the Service Agent's continued compliance with GM standard parts reimbursement policy. The Service Agent must not request or receive a parts handling allowance above the GM standard 40% reimbursement rate. In the state...
Accessory Power Outlet and Trailer Lighting Fuse Replacement: - 10/02/2015
... a problem cannot be identified with the vehicle, it is reasonable to suspect that something the customer may have plugged in may have caused the fuse to open. For those cases that a defect in material or workmanship cannot be identified and the dealership...
Autonomous Volts - 10/23/2015
... in late 2016 on its Warren Technical Center campus for employee use. GM is working to redefine customer choices and the future of mobility. With rapidly improving technology and evolving customer preferences, a changing point has been created in the...
Dealer Aftersales Empowerment Reminders - 03/21/2017
... management with GM warranty approval signature authority have the ability to offer goodwill to customers. The customer must verbally agree to accept the goodwill gesture as full and final resolution to their concern prior to submitting a request. Communicate...
Maintenance Letter - 03/21/2017
... option to the current $100 Maintenance Letter offering. Both options will now be emailed to the customer rather than sent via USPS. The customer is required to surrender the Maintenance Letter upon redemption at the dealership when services are perf...
Time Recording Basics - 03/21/2017
It has been a long time requirement that technician’s must clock warranty repair lines. Customer pay and internal job cards do not have this requirement, however, if a repair starts out as customer pay but later turns to warranty, the technician...
Stop Leak - 03/21/2017
... EV, Volt, ELR, Spark EV, Malibu Hybrid, or CT6 Plug-In at the assembly plant. If a dealership or customer installs a stop leak product or any type of additive to the cooling systems the cost to repair the vehicle will be the responsibility of the customer...
Cybersecurity - 11/29/2016
If a customer suspects that their vehicle was involved in a cyber-attack or hack, TAC has processes in place to address the concern and collect information about the concern. GM has devoted significant resources to address these concerns. At this time...
Security Cameras - 11/29/2016
Cameras can be used as a customer service improvement tool. Find a problem, implement a correction, then again use the cameras to spot-check and ensure the improvement is actually happening. A dealer noticed extended customer wait times in the service...
Slotted Service Keys - 09/27/2016
... recalls 14172, 14299, 14350 for Unintended Ignition Key Rotation. As a result of the recall, the customer may have purchased additional ignition keys over the counter. These keys may not have the slotted key repair as prescribed in the recall prior to...
From the Forum: Sublet Repair Facility - 08/22/2017
... establishment for body repair service, and no further approval is required from GM. If GM receives customer complaints regarding the work performed by a particular establishment, GM reserves the right to withdraw its approval for such establishment,...
Tire Replacement - 11/21/2017
... if they are simply worn or damaged by other means, unless the service agent is instituting a Customer Enthusiasm transaction. To initiate a warranty action, a Pre-Repair and a Tire Authorization form must be accurately completed, and in certain...
... 12 months/unlimited miles. Consumer warranties apply when purchased as a retail transaction (the customer pays for all or any portion of the transaction). Policy adjustments where the purchaser participates in a portion of the expense, and repairs covered...
Repurchase Vehicle Dealer Processing Fee - 02/25/2021
When a customer vehicle concern results in a manufacturer repurchase from the customer, the dealership administers the repurchase closing and intake of the returning vehicle. Effective February 15, 2021, the payment process changed from GWM labor operation...
Courtesy Transportation & the Ignition Switch Recall - 05/09/2014
Service management must approve courtesy transportation before the customer receives the courtesy transportation vehicle by submitting for authorization on the Aftersales Empowerment Portal. Utilize the labour operation from the appropriate recall bulletin,...
Tablets - 05/09/2014
About 1,200 GM dealerships have begun using a tablet tool to help service departments increase customer retention and new business. The mobile tool allows service advisors to use a tablet to quickly pull up a vehicle's history, go through a Multi-Point...
Cadillac ELR - 01/10/2014
... to come from Cadillac, providing the dealer network with an opportunity to go after a new target customer. In order to handle this new customer base, GM is providing Cadillac dealers with a complete suite of training tools and opportunities to help prepare...
DEF - 01/28/2014
... specific information on Diesel Exhaust Fluid. DEF should not be topped off until delivery to the customer, as DEF has a limited shelf life and can expire more quickly when in higher ambient temperatures. GM recommends the DEF refill procedure should...
DEF - 12/09/2013
... 09-00-89-002 states that DEF should not be topped off until the vehicle is delivered to the customer. The refill procedure should ideally take place with the customer present to facilitate training of the correct technique. DEF has a limited shelf life...
November 2013 Recall Update - 11/18/2013
Customer Satisfaction Program 11243A-Propshaft Bolt Inspection: This bulletin has been revised to extend the expiration date to March 31, 2014. The recall addresses a concern with two of the four bolts that attach the propshaft to the rear axle that are ...
Mail-In Rebate - 12/19/2014
GM Customer Care & Aftersales (GMCC&A) has announced a $200 consumer mail-in rebate with the purchase of a dealer installed genuine GM parts engine or transmission on eligible 2009 or older GM vehicles. The rebate offer is valid on customer paid,...
Waiting Rooms - 10/31/2014
More and more dealership service customers are waiting for repairs to be completed on their vehicles. Why are so many customers waiting? Simply because dealers are performing more express type services, including oil changes and tire rotations. For quick...
Compressed Natural Gas Vehicles - 09/09/2014
Some customers may be overfilling the CNG tanks in cold weather by adding CNG beyond the recommended fill pressure. The recommended service pressure for 2011-present Chevrolet Express and GMC Savana CNG vans and 2013-present Chevrolet Silverado and GMC...
June 2015 Recall Update - 06/02/2015
Customer Satisfaction Program 12050C: Rear Axle Grinding Noise, Vibration: The recall has been revised to update the expiration date to April 30, 2016. Safety Recall 12261C: Intermittent Airbag Warning Light Illuminated: Certain 2012 Buick Verano, ...
The Cause of Failure - 10/23/2015
Every warranty transaction requires a customer concern, a cause of failure, and a correction. It is the service advisor's responsibility to get the customer's concern; the technician working on the vehicle needs to provide the rest. The correction information...
Option C - 12/01/2015
... rate eligibility is contingent on the Service Agent's continued compliance with GM standard parts reimbursement policy. The Service Agent must not request or receive a parts handling allowance above the GM standard 40% reimbursement rate. In the state...
Accessory Power Outlet and Trailer Lighting Fuse Replacement: - 10/02/2015
... a problem cannot be identified with the vehicle, it is reasonable to suspect that something the customer may have plugged in may have caused the fuse to open. For those cases that a defect in material or workmanship cannot be identified and the dealership...
Autonomous Volts - 10/23/2015
... in late 2016 on its Warren Technical Center campus for employee use. GM is working to redefine customer choices and the future of mobility. With rapidly improving technology and evolving customer preferences, a changing point has been created in the...
Dealer Aftersales Empowerment Reminders - 03/21/2017
... management with GM warranty approval signature authority have the ability to offer goodwill to customers. The customer must verbally agree to accept the goodwill gesture as full and final resolution to their concern prior to submitting a request. Communicate...
Maintenance Letter - 03/21/2017
... option to the current $100 Maintenance Letter offering. Both options will now be emailed to the customer rather than sent via USPS. The customer is required to surrender the Maintenance Letter upon redemption at the dealership when services are perf...
Time Recording Basics - 03/21/2017
It has been a long time requirement that technician’s must clock warranty repair lines. Customer pay and internal job cards do not have this requirement, however, if a repair starts out as customer pay but later turns to warranty, the technician...
Stop Leak - 03/21/2017
... EV, Volt, ELR, Spark EV, Malibu Hybrid, or CT6 Plug-In at the assembly plant. If a dealership or customer installs a stop leak product or any type of additive to the cooling systems the cost to repair the vehicle will be the responsibility of the customer...
Cybersecurity - 11/29/2016
If a customer suspects that their vehicle was involved in a cyber-attack or hack, TAC has processes in place to address the concern and collect information about the concern. GM has devoted significant resources to address these concerns. At this time...
Security Cameras - 11/29/2016
Cameras can be used as a customer service improvement tool. Find a problem, implement a correction, then again use the cameras to spot-check and ensure the improvement is actually happening. A dealer noticed extended customer wait times in the service...
Slotted Service Keys - 09/27/2016
... recalls 14172, 14299, 14350 for Unintended Ignition Key Rotation. As a result of the recall, the customer may have purchased additional ignition keys over the counter. These keys may not have the slotted key repair as prescribed in the recall prior to...
From the Forum: Sublet Repair Facility - 08/22/2017
... establishment for body repair service, and no further approval is required from GM. If GM receives customer complaints regarding the work performed by a particular establishment, GM reserves the right to withdraw its approval for such establishment,...
Tire Replacement - 11/21/2017
... if they are simply worn or damaged by other means, unless the service agent is instituting a Customer Enthusiasm transaction. To initiate a warranty action, a Pre-Repair and a Tire Authorization form must be accurately completed, and in certain...
Product Assistance Claim - 04/23/2018
The PAC Team within the Global Connected Customer Experience Contact Center is responsible for cases where the customer alleges that a vehicle defect resulted in injury or damage. All PAC cases are thoroughly reviewed during the investigation process...
Virtual Reality - 05/22/2018
... able to assist future buyers through the brand’s virtual reality project. The project gives customers the option to test features such as exterior and interior colors, trim levels, and other specifications without having to wait for the physical...
Goodyear Tire Service - 11/29/2018
... online. The service offers the choice of having a Goodyear technician install the tires at the customer’s home or business, or having Goodyear’s new valet service pick the vehicle up and bring it back with new tires. Customers also have the...
Labor Rate Enrollment - 10/23/2018
... its established warranty labor rate, while permitting the dealership to compete aggressively for customer pay work. Option C dealers are required to comply with GM’s standard parts reimbursement rate of 40%, unless otherwise agreed upon by GM....
Grocery Delivery Pilot - 07/23/2018
... up to test a driverless grocery delivery program beginning this fall. The partnership will allow customers to place same-day delivery orders using Kroger’s ClickList ordering system and Nuro’s app. Kroger states that customers will be given...
Open Recalls - 07/23/2018
... any open field actions that need to be completed. The process must be completed each time a customer vehicle arrives at the dealership for service, and prior to delivery of any new, used or CPO vehicle to any customer or another dealer. ...
Steering Wheel Damage - 07/02/2012
... due to damage, it should not be charged to warranty. Damaged components should be handled as customer pay or you may utilize dealer empowerment and submit as a customer enthusiasm repair. ...
SUBs - 06/06/2012
... Actions. Make it a priority to complete these bulletins while the vehicle is still in inventory. A customer's perception of their new vehicle can diminish when they bring their new vehicle in for routine service and the advisor informs them that their...
NHTSA and the Volt - 01/19/2012
... battery from the possibility of an electrical fire occurring days or weeks after a severe crash. A customer satisfaction program will be conducted beginning in February to perform the enhancements on customer vehicles. ...
GWM and GMPP - 05/02/2012
... were ordered prior to the expiration of the plan, or when the dealer was unable to duplicate the customer concern prior to the plan expiration. All empowerment guidelines are listed within GWM in the Service Agent Profile. Select MIC from the dropdown...
Store Upgrades - 04/13/2012
... Essential Brand Elements. EBE is a cooperative program that rewards dealers who voluntarily meet customer experience standards. Those standards include facility upgrades, extensive sales and service training and other customer experience standards.&...
Chevrolet Spark - 11/05/2012
54% of Spark minicar buyers are non-GM customers. The Spark retails for just under $13,000 which is an attractive price for budget minded customers. It comes equipped with GM's 5/100,000 mile powertrain warranty. GM sold 4,090 Sparks in July and August,...
December 2012 Recall Update - 12/18/2012
... is anticipated on January 2, 2013. Dealers will be advised when sufficient parts are available. Customer Satisfaction Program 12138 - Transmission Dipstick Tube Fracture: Approximately 900,000 vehicles are involved in this program that addresses a condition...
Branded Titles and Special Coverage - 08/30/2012
... G_0000143167, which also clarified some unusual Special Coverage notification irregularities.If a customer received a Special Coverage notification letter but IVH does not show the coverage in the Applicable Warranty section, obtain a copy of the letter...
Cold Weather Woes - 10/13/2010
Fall is here and winter is just around the corner. As such, your service department may start seeing an increase of customers with concerns of their TPM light or "low tire light" being on. To ensure that these customer concerns are addressed appropriately...
Antenna Mast - 04/12/2011
... fault. The returned masts have shown damage from impact, which is the responsibility of the customer. If the dealership makes the decision to warranty the damage, the operation claimed on the job card must support customer enthusiasm. ...
Reject of the Month - 03/10/2011
... year Cadillac oil change/maintenance program is no exception. Labour operation Z2262 provides reimbursement for the lube/oil/filter portion of the program, but is handled differently than other coupon based oil change labour operations.Most of the coupon...
The EV Effect (Part II): Competition and Opportunities - 02/23/2011
... availability of information on the new technology provides an opportunity to educate and steer the customer toward the purchase that best suits their needs. The trick will be developing a way to clearly and quickly communicate that information to field...
Recall/Campaign Review - 02/23/2011
... campaigns and recalls on each vehicle that visits the service department is an easy way to improve customer care and service department revenue. Keeping current on the changes in campaigns/recalls will only enhance these benefits for your dealership...
New Labour Dependency Field Code - 12/15/2011
... of characters including the vehicle type, location on the Repair Area Identification Grid and the customer issue code and issue sizes from the Claim Submission Chart.To first character of the alpha/numeric code is a letter: C for car, S for SUV, and...
Wheel Alignment - 12/15/2011
... specific information recorded on or attached to the job card. This information includes:The customer's detailed concernWhat corrected the customer's concernVerification that SI was consulted for the proper specificationsThe before and after wheel alignment...
NAV Disc Feedback - 11/17/2011
Some customers may notice that some navigation radio map discs may have missing or incorrect information. Customers may report missing or incorrect roads, road names, addresses, highway labeling, highway exit numbers, traffic restrictions and points of...
You're Being Watched! - 06/08/2011
... The previous transaction must be thoroughly researched to determine if that repair corrected the customer's concern at the time. If it becomes evident that it didn't, in other words the customer is back in your service department because the repairs...
A Little Automotive Humor - 06/07/2010
A technician was talking to a customer whose vehicle he had just finished working on. The customer was a well-known heart surgeon. He asked the surgeon, "Hey doc, I can open up the 'heart' of your car - the engine - and replace valves and other necessary...
Safety Recall 10023A and Stop Delivery Update: - 04/13/2010
... performed the vehicle will be released from the Stop Delivery and may be sold and delivered to the customer. ...
The PAC Team within the Global Connected Customer Experience Contact Center is responsible for cases where the customer alleges that a vehicle defect resulted in injury or damage. All PAC cases are thoroughly reviewed during the investigation process...
Virtual Reality - 05/22/2018
... able to assist future buyers through the brand’s virtual reality project. The project gives customers the option to test features such as exterior and interior colors, trim levels, and other specifications without having to wait for the physical...
Goodyear Tire Service - 11/29/2018
... online. The service offers the choice of having a Goodyear technician install the tires at the customer’s home or business, or having Goodyear’s new valet service pick the vehicle up and bring it back with new tires. Customers also have the...
Labor Rate Enrollment - 10/23/2018
... its established warranty labor rate, while permitting the dealership to compete aggressively for customer pay work. Option C dealers are required to comply with GM’s standard parts reimbursement rate of 40%, unless otherwise agreed upon by GM....
Grocery Delivery Pilot - 07/23/2018
... up to test a driverless grocery delivery program beginning this fall. The partnership will allow customers to place same-day delivery orders using Kroger’s ClickList ordering system and Nuro’s app. Kroger states that customers will be given...
Open Recalls - 07/23/2018
... any open field actions that need to be completed. The process must be completed each time a customer vehicle arrives at the dealership for service, and prior to delivery of any new, used or CPO vehicle to any customer or another dealer. ...
Steering Wheel Damage - 07/02/2012
... due to damage, it should not be charged to warranty. Damaged components should be handled as customer pay or you may utilize dealer empowerment and submit as a customer enthusiasm repair. ...
SUBs - 06/06/2012
... Actions. Make it a priority to complete these bulletins while the vehicle is still in inventory. A customer's perception of their new vehicle can diminish when they bring their new vehicle in for routine service and the advisor informs them that their...
NHTSA and the Volt - 01/19/2012
... battery from the possibility of an electrical fire occurring days or weeks after a severe crash. A customer satisfaction program will be conducted beginning in February to perform the enhancements on customer vehicles. ...
GWM and GMPP - 05/02/2012
... were ordered prior to the expiration of the plan, or when the dealer was unable to duplicate the customer concern prior to the plan expiration. All empowerment guidelines are listed within GWM in the Service Agent Profile. Select MIC from the dropdown...
Store Upgrades - 04/13/2012
... Essential Brand Elements. EBE is a cooperative program that rewards dealers who voluntarily meet customer experience standards. Those standards include facility upgrades, extensive sales and service training and other customer experience standards.&...
Chevrolet Spark - 11/05/2012
54% of Spark minicar buyers are non-GM customers. The Spark retails for just under $13,000 which is an attractive price for budget minded customers. It comes equipped with GM's 5/100,000 mile powertrain warranty. GM sold 4,090 Sparks in July and August,...
December 2012 Recall Update - 12/18/2012
... is anticipated on January 2, 2013. Dealers will be advised when sufficient parts are available. Customer Satisfaction Program 12138 - Transmission Dipstick Tube Fracture: Approximately 900,000 vehicles are involved in this program that addresses a condition...
Branded Titles and Special Coverage - 08/30/2012
... G_0000143167, which also clarified some unusual Special Coverage notification irregularities.If a customer received a Special Coverage notification letter but IVH does not show the coverage in the Applicable Warranty section, obtain a copy of the letter...
Cold Weather Woes - 10/13/2010
Fall is here and winter is just around the corner. As such, your service department may start seeing an increase of customers with concerns of their TPM light or "low tire light" being on. To ensure that these customer concerns are addressed appropriately...
Antenna Mast - 04/12/2011
... fault. The returned masts have shown damage from impact, which is the responsibility of the customer. If the dealership makes the decision to warranty the damage, the operation claimed on the job card must support customer enthusiasm. ...
Reject of the Month - 03/10/2011
... year Cadillac oil change/maintenance program is no exception. Labour operation Z2262 provides reimbursement for the lube/oil/filter portion of the program, but is handled differently than other coupon based oil change labour operations.Most of the coupon...
The EV Effect (Part II): Competition and Opportunities - 02/23/2011
... availability of information on the new technology provides an opportunity to educate and steer the customer toward the purchase that best suits their needs. The trick will be developing a way to clearly and quickly communicate that information to field...
Recall/Campaign Review - 02/23/2011
... campaigns and recalls on each vehicle that visits the service department is an easy way to improve customer care and service department revenue. Keeping current on the changes in campaigns/recalls will only enhance these benefits for your dealership...
New Labour Dependency Field Code - 12/15/2011
... of characters including the vehicle type, location on the Repair Area Identification Grid and the customer issue code and issue sizes from the Claim Submission Chart.To first character of the alpha/numeric code is a letter: C for car, S for SUV, and...
Wheel Alignment - 12/15/2011
... specific information recorded on or attached to the job card. This information includes:The customer's detailed concernWhat corrected the customer's concernVerification that SI was consulted for the proper specificationsThe before and after wheel alignment...
NAV Disc Feedback - 11/17/2011
Some customers may notice that some navigation radio map discs may have missing or incorrect information. Customers may report missing or incorrect roads, road names, addresses, highway labeling, highway exit numbers, traffic restrictions and points of...
You're Being Watched! - 06/08/2011
... The previous transaction must be thoroughly researched to determine if that repair corrected the customer's concern at the time. If it becomes evident that it didn't, in other words the customer is back in your service department because the repairs...
A Little Automotive Humor - 06/07/2010
A technician was talking to a customer whose vehicle he had just finished working on. The customer was a well-known heart surgeon. He asked the surgeon, "Hey doc, I can open up the 'heart' of your car - the engine - and replace valves and other necessary...
Safety Recall 10023A and Stop Delivery Update: - 04/13/2010
... performed the vehicle will be released from the Stop Delivery and may be sold and delivered to the customer. ...
From the Desk of a Service Manager - 02/04/2010
... type of meeting has never taken place. Make the effort to discuss parts availability and potential customer issues on a weekly basis.A great place for the weekly meetings to start is with aged special order parts: how long have they been on the shelf,...
From the Desk of a Service Manager - 04/13/2010
... role in the dealership. As the dealership service manager you have the ability to influence customer satisfaction and loyalty by delivering service that makes owning and maintaining a GM vehicle convenient and pleasurable. (GM ROS) Such a task can't...
Routing the Transaction for Review and Payment - 04/27/2011
... is thorough, clear, concise and supportive of the repairs performed.Provide descriptive 3 C's (the customer's concern statement, the technician's documentation for the cause of failure, and the steps taken to correct the concern) at the first submission....
2011 Vehicle Tire Warranty - 09/19/2011
... Give a copy to your service advisors and parts department so they will know how much to bill the customer for the tire.When the transaction is submitted, enter the customer's portion in the Customer/Service Agent participation amount field.Once the Tire...
CBG CPO Maintenance Plan - 10/14/2011
... the Chevrolet Buick GMC Certified Pre-Owned Warranty. The maintenance plan is meant to provide customers with an option for oil and filter change, vehicle inspections, and tire rotations.The CBG CPO maintenance program runs for 2 years or 30,000 miles....
Parts Incompatibility Reject - 10/14/2011
... Chevrolet Silverado brought their truck in for an inspection relating to a corrosion concern. The customer's complaint was that there appeared to be corrosion on the dealer installed chrome assist steps. Upon inspection, the technicians determined that...
Vehicle Modification and Warranty Repairs - 11/17/2011
... provision. A modification to the vehicle using non-GM parts or procedures is typically seen by customers as an improvement to their vehicle, but in fact can alter other systems leading to a necessary repair. Both situations are not covered by the New...
Diesel Exhaust Fluid - 04/12/2011
... fluid is added at the factory, the dealer is required to fill the tank prior to delivery to the customer.DEF has a limited shelf life and is intolerant to certain temperatures, and for that reason the fluid is to be added just prior to delivery to the...
Sublet Warranty Repairs - 11/18/2010
... you comply with GM's sublet policies. Use this worksheet to provide the information about your customer that your sublet company will need for their invoice. There is also space for you to look up the labour operation and corresponding dollar amount...
April 2013 Recall Update - 04/12/2013
... recall report is available for dealers with involved vehicles. The list contains the complete VIN, customer name, and address information. G_0000157909Noncompliance Recall 13053: Driver Shift Control Feature May Disengage: Approximately 26,500 vehicles...
Reject of the month: Net Item Expense - 04/12/2013
A service agent recently processed a transaction for the replacement of a fuel pump module on a 2009 GMC Sierra. The customer complained that the vehicle wouldn't crank. The technician found an open in the fuel pump module. To correct the concern the...
The Team - 04/12/2013
... role in the dealership. As the dealership service manager you have the ability to influence customer satisfaction and loyalty by delivering service that makes owning and maintaining a GM vehicle convenient and pleasurable. (GM ROS) Such a task can't...
Concern, Cause and Correction - 05/02/2012
... familiar with this policy? All job cards must contain a clear and concise write up with all customer conditions clearly documented. For each condition the technician must record an accurate description of what was found as the cause of the customer's...
Power Steering Concerns - 02/07/2012
... kit includes the insert, place it in the owner's manual in the appropriate section and advise the customer that their vehicle steering system has been converted to DEXRON(r)-VI. E9554 allows 2.0 hours for the repair, which includes time to flush and...
Air Conditioning Repair Documentation - 07/23/2018
... systems using R1234yf from 0.5 to 1.2 hrs. Many air conditioning repairs are due to the customer’s concern of the system not blowing cold air. After repairing the vehicle, technicians must document on the job card how much refrigerant they...
May 2018 Recall Update - 04/23/2018
... The recall affects certain 2006-2010 Pontiac Solstice and 2007-2010 Saturn Sky vehicles. Customer Satisfaction Recall 17297-02 High Voltage Battery Pack Low Cell: The recall bulletin has been updated to 2018 model year vehicles. Certain 2017-2018...
Sublet Repair Compliancy - 06/25/2018
... Dealers are responsible for the satisfactory completion of those warranty repairs. If GM receives customer complaints regarding the work performed by a particular establishment, they may specifically single out that facility and inform the dealership...
Option A or C Labor Rate - 11/21/2017
... its established warranty labor rate, while permitting the dealership to compete aggressively for customer pay work. Service Agents that are currently enrolled in the Option A warranty labor rate agreement had the opportunity to enroll in the Option...
2017: Year in Review - 11/21/2017
... failed to specifically state that they verified the new concern. Also, the date and time the customer approved the add on repair must be documented. Chargebacks occurred when that information, too, was not documented on the job card. The policy that...
April 2018 Recall Update - 03/26/2018
... revisions to the correction, parts, warranty information, and service procedure sections. A customer letter has also been added. Safety Recall 17287-02: Frontal Air Bag and Pretensioner Non-Deploy: The recall bulletin has been revised to remove...
Option A or C Labor Rate - 11/29/2016
... its established warranty labor rate, while permitting the dealership to compete aggressively for customer pay work. Dealers that are currently enrolled in the Option A warranty labor rate agreement had the opportunity to enroll in the Option C labor...
Required Operating Procedures - 04/08/2016
... to Perform Repairs. Each and every warranty and policy job card must be signed by the customer. This signature authorizes the Service Agent to perform the requested service/repairs. Signatures must be obtained prior to performing repairs. Service management...
Service Update Bulletin - 07/28/2016
... vehicles in Service Agent inventory and can also authorize Service Agents to correct involved customer vehicles that return for any type of service, provided the base warranty is still in effect. This type of field action is usually implemented to address...
Extended Protection Plans - 08/23/2016
... for handling Divisional Protection Plan transactions:Dealers are advised to obtain a copy of the Customer's Protection Plan Contract at the time of repair. If it is not available, the plan number or last eight of the VIN will be necessary. Once...
2016 Cadillac-V - 10/23/2015
... sheen. There are special care requirements that must be followed during PDI as well as by the customer to maintain the unique flat finish. Dealers will receive a Crystal White Frost delivery packet that includes instructions and a Customer Care...
... type of meeting has never taken place. Make the effort to discuss parts availability and potential customer issues on a weekly basis.A great place for the weekly meetings to start is with aged special order parts: how long have they been on the shelf,...
From the Desk of a Service Manager - 04/13/2010
... role in the dealership. As the dealership service manager you have the ability to influence customer satisfaction and loyalty by delivering service that makes owning and maintaining a GM vehicle convenient and pleasurable. (GM ROS) Such a task can't...
Routing the Transaction for Review and Payment - 04/27/2011
... is thorough, clear, concise and supportive of the repairs performed.Provide descriptive 3 C's (the customer's concern statement, the technician's documentation for the cause of failure, and the steps taken to correct the concern) at the first submission....
2011 Vehicle Tire Warranty - 09/19/2011
... Give a copy to your service advisors and parts department so they will know how much to bill the customer for the tire.When the transaction is submitted, enter the customer's portion in the Customer/Service Agent participation amount field.Once the Tire...
CBG CPO Maintenance Plan - 10/14/2011
... the Chevrolet Buick GMC Certified Pre-Owned Warranty. The maintenance plan is meant to provide customers with an option for oil and filter change, vehicle inspections, and tire rotations.The CBG CPO maintenance program runs for 2 years or 30,000 miles....
Parts Incompatibility Reject - 10/14/2011
... Chevrolet Silverado brought their truck in for an inspection relating to a corrosion concern. The customer's complaint was that there appeared to be corrosion on the dealer installed chrome assist steps. Upon inspection, the technicians determined that...
Vehicle Modification and Warranty Repairs - 11/17/2011
... provision. A modification to the vehicle using non-GM parts or procedures is typically seen by customers as an improvement to their vehicle, but in fact can alter other systems leading to a necessary repair. Both situations are not covered by the New...
Diesel Exhaust Fluid - 04/12/2011
... fluid is added at the factory, the dealer is required to fill the tank prior to delivery to the customer.DEF has a limited shelf life and is intolerant to certain temperatures, and for that reason the fluid is to be added just prior to delivery to the...
Sublet Warranty Repairs - 11/18/2010
... you comply with GM's sublet policies. Use this worksheet to provide the information about your customer that your sublet company will need for their invoice. There is also space for you to look up the labour operation and corresponding dollar amount...
April 2013 Recall Update - 04/12/2013
... recall report is available for dealers with involved vehicles. The list contains the complete VIN, customer name, and address information. G_0000157909Noncompliance Recall 13053: Driver Shift Control Feature May Disengage: Approximately 26,500 vehicles...
Reject of the month: Net Item Expense - 04/12/2013
A service agent recently processed a transaction for the replacement of a fuel pump module on a 2009 GMC Sierra. The customer complained that the vehicle wouldn't crank. The technician found an open in the fuel pump module. To correct the concern the...
The Team - 04/12/2013
... role in the dealership. As the dealership service manager you have the ability to influence customer satisfaction and loyalty by delivering service that makes owning and maintaining a GM vehicle convenient and pleasurable. (GM ROS) Such a task can't...
Concern, Cause and Correction - 05/02/2012
... familiar with this policy? All job cards must contain a clear and concise write up with all customer conditions clearly documented. For each condition the technician must record an accurate description of what was found as the cause of the customer's...
Power Steering Concerns - 02/07/2012
... kit includes the insert, place it in the owner's manual in the appropriate section and advise the customer that their vehicle steering system has been converted to DEXRON(r)-VI. E9554 allows 2.0 hours for the repair, which includes time to flush and...
Air Conditioning Repair Documentation - 07/23/2018
... systems using R1234yf from 0.5 to 1.2 hrs. Many air conditioning repairs are due to the customer’s concern of the system not blowing cold air. After repairing the vehicle, technicians must document on the job card how much refrigerant they...
May 2018 Recall Update - 04/23/2018
... The recall affects certain 2006-2010 Pontiac Solstice and 2007-2010 Saturn Sky vehicles. Customer Satisfaction Recall 17297-02 High Voltage Battery Pack Low Cell: The recall bulletin has been updated to 2018 model year vehicles. Certain 2017-2018...
Sublet Repair Compliancy - 06/25/2018
... Dealers are responsible for the satisfactory completion of those warranty repairs. If GM receives customer complaints regarding the work performed by a particular establishment, they may specifically single out that facility and inform the dealership...
Option A or C Labor Rate - 11/21/2017
... its established warranty labor rate, while permitting the dealership to compete aggressively for customer pay work. Service Agents that are currently enrolled in the Option A warranty labor rate agreement had the opportunity to enroll in the Option...
2017: Year in Review - 11/21/2017
... failed to specifically state that they verified the new concern. Also, the date and time the customer approved the add on repair must be documented. Chargebacks occurred when that information, too, was not documented on the job card. The policy that...
April 2018 Recall Update - 03/26/2018
... revisions to the correction, parts, warranty information, and service procedure sections. A customer letter has also been added. Safety Recall 17287-02: Frontal Air Bag and Pretensioner Non-Deploy: The recall bulletin has been revised to remove...
Option A or C Labor Rate - 11/29/2016
... its established warranty labor rate, while permitting the dealership to compete aggressively for customer pay work. Dealers that are currently enrolled in the Option A warranty labor rate agreement had the opportunity to enroll in the Option C labor...
Required Operating Procedures - 04/08/2016
... to Perform Repairs. Each and every warranty and policy job card must be signed by the customer. This signature authorizes the Service Agent to perform the requested service/repairs. Signatures must be obtained prior to performing repairs. Service management...
Service Update Bulletin - 07/28/2016
... vehicles in Service Agent inventory and can also authorize Service Agents to correct involved customer vehicles that return for any type of service, provided the base warranty is still in effect. This type of field action is usually implemented to address...
Extended Protection Plans - 08/23/2016
... for handling Divisional Protection Plan transactions:Dealers are advised to obtain a copy of the Customer's Protection Plan Contract at the time of repair. If it is not available, the plan number or last eight of the VIN will be necessary. Once...
2016 Cadillac-V - 10/23/2015
... sheen. There are special care requirements that must be followed during PDI as well as by the customer to maintain the unique flat finish. Dealers will receive a Crystal White Frost delivery packet that includes instructions and a Customer Care...
Divisional Extended Protection Plan - 10/23/2015
... Procedures, and Guides area of the Service page. Dealers are advised to obtain a copy of the Customer's Protection Plan Contract at the time of repair. If it is not available, the plan number or last eight of the VIN will be necessary. Once the...
Reject of the Month - 06/30/2015
... must punch on/off time tickets for all required warranty and policy repairs. No customer signature and/or missing service management explanation. The customer signature must be present on the authorization line of the job card. If you are unable...
Changes to Technician Accounting of Labour Time - 08/05/2014
... warranty and policy repairs. Previously, GM required that all repairs be time recorded, including customer pay and internal. Despite this policy change, we recommend that your technicians continue to time record all job cards since it is not necessarily...
Recalls - 02/23/2015
... in service business over the past several months as a result of the numerous recalls. Many customers that you may have never seen in the dealership before are contacting the service department to have a recall performed. GM, as well as the Federal...
December 2013 Recall Update - 12/09/2013
... a condition with the power seat wiring harness contacting the seat frame and chafing the harness.Customer Satisfaction Program 13356: Forward Collision Alert System Audible Warning Inoperative:Just over 1,000 vehicles have a condition in which the beep...
Same Day Repairs - 04/12/2013
... to support and reward service agents who focus on the goal of achieving same day repairs to their customer's vehicles. The average customer's hope is that when they take their vehicle to your dealership, the repair can be made while they wait or at the...
Required Operating Procedures aka The 18 Point Bulletin - 07/30/2013
... new criteria/requirements that are addressed in the latest version of the bulletin. Point 1 - Customer's Signature Required: New Criteria: If service agent is unable to obtain a customer signature, service management must state the reason and sign...
August 2013 Recall Update - 07/30/2013
Special Coverage 10054E: Fuel Level Sensor Contact Wear: The special coverage has been revised to discontinue the 50% customer co-pay policy. GM will now pay 100% of the total cost for the repair. The policy update is retroactive and customers may be...
Achieving Elite - 01/28/2014
... Analyze Warranty tab and then Service Agent Detail tab. Field Action Completion, Repeat Repair, Customer Retention, Parts Loyalty and STS percentages are all listed within the Service Agent Metrics. How close is your dealership to being Elite? Not...
Courtesy Transportation - 01/10/2014
... rental vehicle suppliers can be found in bulletin 07-00-89-037. Vehicles utilized for customer rentals are to be current or within the past one model year. Previously the policy was two model years. Service advisors are the key players in making...
Engineering Information - 02/27/2014
... a specific concern. This information is very important to GM in determining the root cause of the customer's concern to develop or validate a fix. Often the bulletin will instruct the technician to contact the engineer listed in the bulletin prior, to...
Reject of the Month - 05/09/2014
... expense was valid and provided the warranty administrator with the following supporting comment: customer is a loyal customer of this dealership and has purchased multiple vehicles and will not go to a closer dealership for service. Customer requested...
Up Assembly Process - 01/27/2021
When GM Customer Care and Aftersales (CCA) is unable to fulfill a parts order within a reasonable amount of time on an open SPAC case, CCA may ship an alternate part or an up assembly (assembly/unit/kit, which contains the specific part needed) if one...
January 2021 Recall Update - 12/29/2020
... Cadillac CT4, CT5, and 2021 Chevrolet Trailblazer vehicles are involved in the bulletin. Customer Satisfaction Recall N202310850-01 Airbag Indicator Light: Dealers are instructed to verify the DTC B14DC is present and replace the affected driver...
June 2021 Recall Update - 05/26/2021
... special coverage affects certain 2008-11 Buick Lucerne and 2009-11 Cadillac DTS vehicles. Customer Satisfaction Recall N202309630 Trailering Information Label Incorrectly States Trailering Capabilities: The recall bulletin addresses an incorrect...
Takata Airbag Recall - 06/29/2021
... part for shelf stock in your inventory, this is a field fix part only. Only order this part for a customer vehicle that is being serviced. Do not discard or destroy the box containing the new passenger airbag inflator as it will be needed to return used...
What's the Cause? - 06/29/2021
... the cause of the failure to be part of the written story, as told by the technician repairing a customer’s vehicle. Technicians know this, it’s been a requirement forever, yet many warranty administrators face job card after job card that...
Battery Warranty Coverage - 08/30/2021
Batteries are covered under the New Vehicle Bumper-to-Bumper warranty. Once the Bumper-to-Bumper warranty expires, the customer is responsible for battery replacements. Policy adjustments are never allowed on a battery. Battery replacements installed...
Policy Evaluation Tool Deviations - 11/25/2020
... that Service Management had the authority to deviate from the Policy Evaluation tool results for customer participation up to $500. With that announcement it stated that dealers were still encouraged to follow the recommended amount of assistance. The...
Proactive Alerts - 08/25/2020
On connected vehicles, GM is able to evaluate the condition of your customer’s battery and report the state of health to the customer through the Vehicle Diagnostics Report and/or to the dealer through the Multi-Point Inspection screen on Service...
A/C Repair Documentation - 07/30/2020
... A/C system or 0.3 hours for the R134a system. Many air conditioning repairs are due to the customer’s concern of the system not blowing cold air. After repairing the vehicle, technicians must document on the job card how much refrigerant...
Over the Counter Parts Warranty - 04/29/2020
... a part that has been sold over-the-counter fails within the 24 month timeframe, the customer may return to any GM dealership for a replacement part at no cost. The warranty on the new part would be the balance of the original warranty. A transaction...
Warranty Parts Center Paperwork - 02/27/2020
... Manager Aftersales. Last year GM updated bulletin 99-00-89-019 and one of the updates involves customer personal data and information. To help with the privacy of customer personal data, dealers are not to provide customer personal data information in...
Air Conditioning Repair Documentation - 07/30/2019
... or up to 0.3 hours for the R134a A/C system. Many air conditioning repairs are due to the customer’s concern of the system not blowing cold air. After repairing the vehicle, technicians must document on the job card how much refrigerant they...
Air Conditioning Repair Documentation - 07/25/2023
... A/C system or 0.3 hours for the R134a system. Many air conditioning repairs are due to the customer’s concern of the system not blowing cold air. After repairing the vehicle, technicians must document on the job card how much refrigerant...
... Procedures, and Guides area of the Service page. Dealers are advised to obtain a copy of the Customer's Protection Plan Contract at the time of repair. If it is not available, the plan number or last eight of the VIN will be necessary. Once the...
Reject of the Month - 06/30/2015
... must punch on/off time tickets for all required warranty and policy repairs. No customer signature and/or missing service management explanation. The customer signature must be present on the authorization line of the job card. If you are unable...
Changes to Technician Accounting of Labour Time - 08/05/2014
... warranty and policy repairs. Previously, GM required that all repairs be time recorded, including customer pay and internal. Despite this policy change, we recommend that your technicians continue to time record all job cards since it is not necessarily...
Recalls - 02/23/2015
... in service business over the past several months as a result of the numerous recalls. Many customers that you may have never seen in the dealership before are contacting the service department to have a recall performed. GM, as well as the Federal...
December 2013 Recall Update - 12/09/2013
... a condition with the power seat wiring harness contacting the seat frame and chafing the harness.Customer Satisfaction Program 13356: Forward Collision Alert System Audible Warning Inoperative:Just over 1,000 vehicles have a condition in which the beep...
Same Day Repairs - 04/12/2013
... to support and reward service agents who focus on the goal of achieving same day repairs to their customer's vehicles. The average customer's hope is that when they take their vehicle to your dealership, the repair can be made while they wait or at the...
Required Operating Procedures aka The 18 Point Bulletin - 07/30/2013
... new criteria/requirements that are addressed in the latest version of the bulletin. Point 1 - Customer's Signature Required: New Criteria: If service agent is unable to obtain a customer signature, service management must state the reason and sign...
August 2013 Recall Update - 07/30/2013
Special Coverage 10054E: Fuel Level Sensor Contact Wear: The special coverage has been revised to discontinue the 50% customer co-pay policy. GM will now pay 100% of the total cost for the repair. The policy update is retroactive and customers may be...
Achieving Elite - 01/28/2014
... Analyze Warranty tab and then Service Agent Detail tab. Field Action Completion, Repeat Repair, Customer Retention, Parts Loyalty and STS percentages are all listed within the Service Agent Metrics. How close is your dealership to being Elite? Not...
Courtesy Transportation - 01/10/2014
... rental vehicle suppliers can be found in bulletin 07-00-89-037. Vehicles utilized for customer rentals are to be current or within the past one model year. Previously the policy was two model years. Service advisors are the key players in making...
Engineering Information - 02/27/2014
... a specific concern. This information is very important to GM in determining the root cause of the customer's concern to develop or validate a fix. Often the bulletin will instruct the technician to contact the engineer listed in the bulletin prior, to...
Reject of the Month - 05/09/2014
... expense was valid and provided the warranty administrator with the following supporting comment: customer is a loyal customer of this dealership and has purchased multiple vehicles and will not go to a closer dealership for service. Customer requested...
Up Assembly Process - 01/27/2021
When GM Customer Care and Aftersales (CCA) is unable to fulfill a parts order within a reasonable amount of time on an open SPAC case, CCA may ship an alternate part or an up assembly (assembly/unit/kit, which contains the specific part needed) if one...
January 2021 Recall Update - 12/29/2020
... Cadillac CT4, CT5, and 2021 Chevrolet Trailblazer vehicles are involved in the bulletin. Customer Satisfaction Recall N202310850-01 Airbag Indicator Light: Dealers are instructed to verify the DTC B14DC is present and replace the affected driver...
June 2021 Recall Update - 05/26/2021
... special coverage affects certain 2008-11 Buick Lucerne and 2009-11 Cadillac DTS vehicles. Customer Satisfaction Recall N202309630 Trailering Information Label Incorrectly States Trailering Capabilities: The recall bulletin addresses an incorrect...
Takata Airbag Recall - 06/29/2021
... part for shelf stock in your inventory, this is a field fix part only. Only order this part for a customer vehicle that is being serviced. Do not discard or destroy the box containing the new passenger airbag inflator as it will be needed to return used...
What's the Cause? - 06/29/2021
... the cause of the failure to be part of the written story, as told by the technician repairing a customer’s vehicle. Technicians know this, it’s been a requirement forever, yet many warranty administrators face job card after job card that...
Battery Warranty Coverage - 08/30/2021
Batteries are covered under the New Vehicle Bumper-to-Bumper warranty. Once the Bumper-to-Bumper warranty expires, the customer is responsible for battery replacements. Policy adjustments are never allowed on a battery. Battery replacements installed...
Policy Evaluation Tool Deviations - 11/25/2020
... that Service Management had the authority to deviate from the Policy Evaluation tool results for customer participation up to $500. With that announcement it stated that dealers were still encouraged to follow the recommended amount of assistance. The...
Proactive Alerts - 08/25/2020
On connected vehicles, GM is able to evaluate the condition of your customer’s battery and report the state of health to the customer through the Vehicle Diagnostics Report and/or to the dealer through the Multi-Point Inspection screen on Service...
A/C Repair Documentation - 07/30/2020
... A/C system or 0.3 hours for the R134a system. Many air conditioning repairs are due to the customer’s concern of the system not blowing cold air. After repairing the vehicle, technicians must document on the job card how much refrigerant...
Over the Counter Parts Warranty - 04/29/2020
... a part that has been sold over-the-counter fails within the 24 month timeframe, the customer may return to any GM dealership for a replacement part at no cost. The warranty on the new part would be the balance of the original warranty. A transaction...
Warranty Parts Center Paperwork - 02/27/2020
... Manager Aftersales. Last year GM updated bulletin 99-00-89-019 and one of the updates involves customer personal data and information. To help with the privacy of customer personal data, dealers are not to provide customer personal data information in...
Air Conditioning Repair Documentation - 07/30/2019
... or up to 0.3 hours for the R134a A/C system. Many air conditioning repairs are due to the customer’s concern of the system not blowing cold air. After repairing the vehicle, technicians must document on the job card how much refrigerant they...
Air Conditioning Repair Documentation - 07/25/2023
... A/C system or 0.3 hours for the R134a system. Many air conditioning repairs are due to the customer’s concern of the system not blowing cold air. After repairing the vehicle, technicians must document on the job card how much refrigerant...
Diagnosis Time When a Part was Ordered - 04/25/2023
... is $100.00. If neither of those options are available, the part will have to be ordered. If the customer and the vehicle then leave the dealership, the job card must be closed. In this situation, the technician does not get paid for their diagnosis on...
Incompatible Parts Rejects - 10/25/2023
... number available, please enter description:” field to explain the situation. When a customer expresses a single concern but there were two separate causal part failures, there should be two labor operations and two lines submitted for reimbursements....
Required Operating Procedures - 8 Points: Bulletin Update! - 09/26/2023
... The authorization explanation must support the reason for the missed scan. The Add On Customer Concern After Job Card Write Up section has been updated to provide clarification for the timing of Service Management Approval and Customer Approval....
What Would You Do? - 11/23 - 10/25/2023
... the technician had to order the part for the warranty concern. The job card was closed and the customer left with the vehicle with instruction to return once the ordered part came in.Due to numerous delays, it took longer than anticipated for the new...
What Would You Do? - 02/24 - 01/29/2024
The customer concern statement on the part warranty transaction noted that a 2012 Chevrolet Silverado with 145,528 miles was brought into the dealership on a tow truck. The technician noted that the engine required replacement due to a bad crankshaft...
January 2023 Recall Update - 01/04/2023
Customer Satisfaction Recall N212354520-02 Heated Vented Seats Retrofit: The recall bulletin has been updated to include additional makes and models in the population. The warranty section has been updated to include labor times for the additional models. ...
Forum - 02/03/2020
You cannot submit for disable on a customer vehicle. I complained to GM about this issue with the documentation but as usual this was translated from Chinese to English by someone who speaks Korean so it makes absolutely no sense. Just tell the customers...
Forum - 01/09/2019
... just subtract the oil change labor out and include that RO in the list? If there's a recall and a customer pay line where there's a zero amount for the customer pay line, is that included or excluded? Does the RO have to customer pay only with no internal,...
Forum - 11/27/2018
... Do NOT reopen the jobcard. You need to find out why all parts were replaced. The customer is experiencing "sticker shock" and has complained to the factory. Unless there was a manufacturer's defect on the parts, I am not understanding how...
Forum - 01/10/2019
Oil changes are excluded (refer to the Warranty-like repairs exclusion list with P&P Article 2.1.1). Included customer pay job cards should contain repairs for defects in materials or workmanship that would be covered under a new vehicle warranty...
What Would You Do - 10/18 - 09/25/2018
... by service management for change in financial responsibility. The line was originally written as customer pay and later changed to warranty after technician diagnosis. The dealership utilizes an electronic repair order system which includes electronic...
Forum - 07/20/2018
... administrator submitted the transactions with parts, labor, administrative allowance, and $100 in customer participation for the ELR and $150 for the Silverado (in both cases significantly less than the calculated pro-rate amount) with comments supporting...
Forum - 04/26/2018
Customer purchased batteries are not covered through GM warranty, the exchange is handled through the parts department. You shouldn't have anything to do with a parts warranty battery. Per aricle 2.8.7 in P&P Customer Purchased an ACDelco Battery The ...
Forum - 05/01/2018
... day period after the reprogramming event, dealers are to replace both struts at no charge to the customer in the interest of customer satisfaction. Dealers should submit a policy warranty transaction to cover this service. Depending on a dealer’s...
Forum - 05/01/2018
... day period after the reprogramming event, dealers are to replace both struts at no charge to the customer in the interest of customer satisfaction. Dealers should submit a policy warranty transaction to cover this service. Depending on a dealer’s...
Forum - 10/19/2021
... Transportation and Roadside Assistance Programs: Job Card Documentation: Record on customer-signed copy of the job card when a one-way shuttle, two-way shuttle, or rental is provided to the retail customer. Courtesy Transportation Warranty...
Forum - 07/06/2021
... PZEV or any California Emissions Warranty) Non-warranty Service Agent provided services, such as customer pay The Chevrolet Buick GMC Courtesy Transportation Program (CTP) or Cadillac Courtesy Transportation Alternative (CTA) program may have temporary...
Forum - 09/01/2020
Yeah, I've known that from P&P but have always thought if the customer scheduled an appt and our appt printout stated the concerns, that it wouldn't be an added op because the customer stated it on the appt. This statement from JL News...
Forum - 06/17/2022
... Only for consumer purchased parts does the 24/unlimited apply. So if the repair is under customer pay then the part would be under 24/unlimited. Also if it's replaced under policy due to being out of warranty and the customer doesn't participate...
Forum - 05/15/2023
... though. I don't care much for transportation claims either. As for the new procedure with customer pay rates with the policy repairs. The customer will be paying that difference. GM will still only pay what it would pay under the warranty rate...
What Would You Do? - 08/23 - 07/25/2023
... that the fuel pump module had failed and required replacement. The module was replaced and the customer was provided a copy of the Limited Lifetime Service Guarantee (LSG) for the component.In June 2023, the vehicle was brought into the service department...
What Would You Do - 07/17 - 06/19/2017
A warranty administrator submitted a transaction for the replacement of a flywheel on a 2013 Chevrolet Cruze. The customer had a concern with the engine shaking at idle and while driving. The technician checked the engine and transmission mounts, checked...
Forum - 12/26/2017
... original equipment battery is only warranted for the term of the Bumper-to-Bumper warranty. The customer is responsible for the replacement cost of the battery. The only exception is if the ACDelco battery is purchased as a retail transaction. ...
Re: 50/50 SPLIT - 10/26/2011
If the customer brings us the vehicle to replace the fuel level sender, we figure the repair as warranty with warranty labor and parts. Then in the customer participation, we put 1/2 of the total in and GM pays the other 1/2. If the customer already...
Re: recall for the heated wiper fluid - 06/16/2010
Our dealer principal was NOT happy he has to fork over $100 per customer prior to getting paid for this by GM (we have had between 5-15 people a day so far).... so he is having us verify the customer's mailing address, submit the claim and cutting a check...
... is $100.00. If neither of those options are available, the part will have to be ordered. If the customer and the vehicle then leave the dealership, the job card must be closed. In this situation, the technician does not get paid for their diagnosis on...
Incompatible Parts Rejects - 10/25/2023
... number available, please enter description:” field to explain the situation. When a customer expresses a single concern but there were two separate causal part failures, there should be two labor operations and two lines submitted for reimbursements....
Required Operating Procedures - 8 Points: Bulletin Update! - 09/26/2023
... The authorization explanation must support the reason for the missed scan. The Add On Customer Concern After Job Card Write Up section has been updated to provide clarification for the timing of Service Management Approval and Customer Approval....
What Would You Do? - 11/23 - 10/25/2023
... the technician had to order the part for the warranty concern. The job card was closed and the customer left with the vehicle with instruction to return once the ordered part came in.Due to numerous delays, it took longer than anticipated for the new...
What Would You Do? - 02/24 - 01/29/2024
The customer concern statement on the part warranty transaction noted that a 2012 Chevrolet Silverado with 145,528 miles was brought into the dealership on a tow truck. The technician noted that the engine required replacement due to a bad crankshaft...
January 2023 Recall Update - 01/04/2023
Customer Satisfaction Recall N212354520-02 Heated Vented Seats Retrofit: The recall bulletin has been updated to include additional makes and models in the population. The warranty section has been updated to include labor times for the additional models. ...
Forum - 02/03/2020
You cannot submit for disable on a customer vehicle. I complained to GM about this issue with the documentation but as usual this was translated from Chinese to English by someone who speaks Korean so it makes absolutely no sense. Just tell the customers...
Forum - 01/09/2019
... just subtract the oil change labor out and include that RO in the list? If there's a recall and a customer pay line where there's a zero amount for the customer pay line, is that included or excluded? Does the RO have to customer pay only with no internal,...
Forum - 11/27/2018
... Do NOT reopen the jobcard. You need to find out why all parts were replaced. The customer is experiencing "sticker shock" and has complained to the factory. Unless there was a manufacturer's defect on the parts, I am not understanding how...
Forum - 01/10/2019
Oil changes are excluded (refer to the Warranty-like repairs exclusion list with P&P Article 2.1.1). Included customer pay job cards should contain repairs for defects in materials or workmanship that would be covered under a new vehicle warranty...
What Would You Do - 10/18 - 09/25/2018
... by service management for change in financial responsibility. The line was originally written as customer pay and later changed to warranty after technician diagnosis. The dealership utilizes an electronic repair order system which includes electronic...
Forum - 07/20/2018
... administrator submitted the transactions with parts, labor, administrative allowance, and $100 in customer participation for the ELR and $150 for the Silverado (in both cases significantly less than the calculated pro-rate amount) with comments supporting...
Forum - 04/26/2018
Customer purchased batteries are not covered through GM warranty, the exchange is handled through the parts department. You shouldn't have anything to do with a parts warranty battery. Per aricle 2.8.7 in P&P Customer Purchased an ACDelco Battery The ...
Forum - 05/01/2018
... day period after the reprogramming event, dealers are to replace both struts at no charge to the customer in the interest of customer satisfaction. Dealers should submit a policy warranty transaction to cover this service. Depending on a dealer’s...
Forum - 05/01/2018
... day period after the reprogramming event, dealers are to replace both struts at no charge to the customer in the interest of customer satisfaction. Dealers should submit a policy warranty transaction to cover this service. Depending on a dealer’s...
Forum - 10/19/2021
... Transportation and Roadside Assistance Programs: Job Card Documentation: Record on customer-signed copy of the job card when a one-way shuttle, two-way shuttle, or rental is provided to the retail customer. Courtesy Transportation Warranty...
Forum - 07/06/2021
... PZEV or any California Emissions Warranty) Non-warranty Service Agent provided services, such as customer pay The Chevrolet Buick GMC Courtesy Transportation Program (CTP) or Cadillac Courtesy Transportation Alternative (CTA) program may have temporary...
Forum - 09/01/2020
Yeah, I've known that from P&P but have always thought if the customer scheduled an appt and our appt printout stated the concerns, that it wouldn't be an added op because the customer stated it on the appt. This statement from JL News...
Forum - 06/17/2022
... Only for consumer purchased parts does the 24/unlimited apply. So if the repair is under customer pay then the part would be under 24/unlimited. Also if it's replaced under policy due to being out of warranty and the customer doesn't participate...
Forum - 05/15/2023
... though. I don't care much for transportation claims either. As for the new procedure with customer pay rates with the policy repairs. The customer will be paying that difference. GM will still only pay what it would pay under the warranty rate...
What Would You Do? - 08/23 - 07/25/2023
... that the fuel pump module had failed and required replacement. The module was replaced and the customer was provided a copy of the Limited Lifetime Service Guarantee (LSG) for the component.In June 2023, the vehicle was brought into the service department...
What Would You Do - 07/17 - 06/19/2017
A warranty administrator submitted a transaction for the replacement of a flywheel on a 2013 Chevrolet Cruze. The customer had a concern with the engine shaking at idle and while driving. The technician checked the engine and transmission mounts, checked...
Forum - 12/26/2017
... original equipment battery is only warranted for the term of the Bumper-to-Bumper warranty. The customer is responsible for the replacement cost of the battery. The only exception is if the ACDelco battery is purchased as a retail transaction. ...
Re: 50/50 SPLIT - 10/26/2011
If the customer brings us the vehicle to replace the fuel level sender, we figure the repair as warranty with warranty labor and parts. Then in the customer participation, we put 1/2 of the total in and GM pays the other 1/2. If the customer already...
Re: recall for the heated wiper fluid - 06/16/2010
Our dealer principal was NOT happy he has to fork over $100 per customer prior to getting paid for this by GM (we have had between 5-15 people a day so far).... so he is having us verify the customer's mailing address, submit the claim and cutting a check...
Recall 09184 - 11/30/2010
... ~~~~~ We have been performing this recall for several months without much feedback from the customers. Yesterday I received a call from a customer asking if the Sensing & Diagnostic Module would be covered by GM since corrosion of his module led...
Dexos Oil - 12/22/2010
... Our dealership was required to purchase the dexos oil from GM and I'm sure there will be some customers that won't know this will affect their warranty coverage of the vehicle engine. I made the suggestion to our service manager that the sales staff...
AFTERMARKET ROTORS - 05/12/2009
... he read a bulletin that stated we can use aftermarket rotors if it is in the best interest of the customer, expediting the repair. He authorized installing one factory rotor & one aftermarket rotor on a 2007 Lucerne. Does anyone know anything about...
Quick Tip from Aug 2008 about Engine Dye question - 08/11/2009
... I have some questions: Can engine oil dye be claimed without a repair being made? For example, a customer comes in suspecting a leak & the technician cleans the engine & adds dye. The source of the leak has not been identified. The customer leaves with...
Re: Global Warranty Management - 01/22/2010
... question, we are on Reynolds & Reynolds system, to process a warranty claim for the new GWM any customer pay lines have to be entered also with labor op, claim type & all the good stuff? If so, what are you guys using for customer pay labor op? [/quote] I'm...
Re: GW QUESTION cause/complaint codes - 02/03/2010
... We have to reduce the labor amount to make our RO's reflect $20. The idea is that when these customers are "driven" into your shop & you do the inspection, you will generate enough other work to compensate for losing money on these LOF/ROTs. The...
Re: Global Warranty and ADP users - 03/08/2010
... it for warranty. If there is warranty on an RO our cashiers know to leave the RO open, even if the customer paid, they put the hard copy in my warranty box in their office. Most of the time I try to have warranty booked before the customer comes in if...
A Damsel In Distress - 02/06/2009
... and St. Louis. Everyone at our dealership watches for opportunities to go the extra mile for our customers. Our assistant service manager, Jon Staats, deserves an award for extraordinary customer service. A customer dropped off her ‘02 Lesabre for...
What Would You Do? 09/08 - 10/14/2008
A customer brings their vehicle into the service department with the concern of the service engine soon light on. After performing the diagnosis of the vehicle it was found that the MAP sensor needed to be replaced and a wire in the engine compartment...
Re: AC/DELCO BATTERY PARTS WARRANTY QUESTION - 06/26/2008
Policy & Procedure Article 1.5.11.7: Customer Purchased an ACDelco® Battery from Either a GM Dealer or an ACDelco Battery Distributor and a Subsequent Failure Occurs that Is Covered by the ACDelco Consumer Battery Warranty The GM Dealer is not to submit...
Tire Coverage - 07/21/2022
GM provides the customer reassurance by offering a comprehensive bumper to bumper warranty against defects in material and workmanship, including tires. Before you proceed with a warranty tire transaction, be sure to confirm the tires are original equipment easily...
Forum - 09/19/2007
Labor operation Z7920 is the correct operation to use when reimbursing customer expenses for incidental loss of use, trip interruption, (max. $500). MWHITE is correct in required documentation necessary to support the use of the operation. Simply stating...
Sublet Repairs - 01/24/2024
... shop, the warranty transaction must reflect labor and parts. Sublet invoices are to contain the customer's VIN, date of repair, and a complete description of repairs performed as well as the sublet establishment's business name, address, and contact...
Warranty Briefs: Technical Service Bulletins - 12/08/2017
... back. Furthermore, if the vehicle is equipped with aftermarket, non-GM accessory wheels, this is a customer pay concern. Ultimately, this is not a manufacturer defect so GM shouldn't be on the hook for the payment. From a technical standpoint the bulletin...
Re: GOODWRENCH LIMITED LIFETIME GUARANTEE - 03/17/2008
Rhonda, Should be able to do a claim type C. Warranty started when the customer purchased the fuel pump originally. Jodi
Re: GOODWRENCH LIMITED LIFETIME GUARANTEE - 03/18/2008
if you goodwilled with no customer participation. i dont think it has a lifetime warranty.
STEERING SHAFTS 02/08 - 02/14/2008
... SHAFTS -- I HAVE BEEN TOLD: IF A VEHICLE IS OUT OF 3/36 & INTO GMPP EXTENDED WARRANTY - IF A CUSTOMER COMES IN WITH STEERING SHAFT CONCERN ... WE CAN BILL THE CUSTOMERS DEDUCT TO GM ?? IF SO - HOW DO WE DO THIS, AND DO WE NEED SEPARATE LINES TO DO SO...
goodwill Special Policy - 01/16/2008
Here's a dandy! This needs to be "H" routed, but is special policy 07187, but just out on miles. The customer complained to Customer Assistance and also got the AVM involved and has GMPP. Would you submit claim as T5686 or N4180? Geez, choices, choic...
Re: Key Fobs - 02/18/2008
Or, you could wait unitl the vehicle is sold. Order the fobs and bill programming to vehicle after it's in the customer name.
Forum - 09/20/2007
Remember that if you do 50/50 split with the customer repair has to be charged out at warranty prices.
Forum - 09/19/2007
we do it if the mileage is below 10000 kms and if its over 10000 kms customer will be charged
Replacing Weatherstrips/Body Side Molding - 09/19/2007
In cases where a customer has just one complaint-example 'Customer states bodyside molding are coming loose' and the tech ends up replacing one molding on each door (each of which has a specific op code)-how do you submit that? Do you use just one op...
RECALL - 12/20/2007
CAN YOU CLAIM OLH WHEN DOING A RECALL IF THE CUSTOMER HAS ADDED AN AFTER MARKET ACCESSORY (ALARM SYSTEM) THAT YOU HAVE TO REMOVE OR WORK AROUND IN ORDER TO COMPLETE RECALL.
Re: RECALL - 12/27/2007
With aftermarket add-ons, we always make the customer pay whatever the olh would be in a situation like that.
Re: RECALL - 12/27/2007
With aftermarket add-ons, we always make the customer pay whatever the olh would be in a situation like that.
... ~~~~~ We have been performing this recall for several months without much feedback from the customers. Yesterday I received a call from a customer asking if the Sensing & Diagnostic Module would be covered by GM since corrosion of his module led...
Dexos Oil - 12/22/2010
... Our dealership was required to purchase the dexos oil from GM and I'm sure there will be some customers that won't know this will affect their warranty coverage of the vehicle engine. I made the suggestion to our service manager that the sales staff...
AFTERMARKET ROTORS - 05/12/2009
... he read a bulletin that stated we can use aftermarket rotors if it is in the best interest of the customer, expediting the repair. He authorized installing one factory rotor & one aftermarket rotor on a 2007 Lucerne. Does anyone know anything about...
Quick Tip from Aug 2008 about Engine Dye question - 08/11/2009
... I have some questions: Can engine oil dye be claimed without a repair being made? For example, a customer comes in suspecting a leak & the technician cleans the engine & adds dye. The source of the leak has not been identified. The customer leaves with...
Re: Global Warranty Management - 01/22/2010
... question, we are on Reynolds & Reynolds system, to process a warranty claim for the new GWM any customer pay lines have to be entered also with labor op, claim type & all the good stuff? If so, what are you guys using for customer pay labor op? [/quote] I'm...
Re: GW QUESTION cause/complaint codes - 02/03/2010
... We have to reduce the labor amount to make our RO's reflect $20. The idea is that when these customers are "driven" into your shop & you do the inspection, you will generate enough other work to compensate for losing money on these LOF/ROTs. The...
Re: Global Warranty and ADP users - 03/08/2010
... it for warranty. If there is warranty on an RO our cashiers know to leave the RO open, even if the customer paid, they put the hard copy in my warranty box in their office. Most of the time I try to have warranty booked before the customer comes in if...
A Damsel In Distress - 02/06/2009
... and St. Louis. Everyone at our dealership watches for opportunities to go the extra mile for our customers. Our assistant service manager, Jon Staats, deserves an award for extraordinary customer service. A customer dropped off her ‘02 Lesabre for...
What Would You Do? 09/08 - 10/14/2008
A customer brings their vehicle into the service department with the concern of the service engine soon light on. After performing the diagnosis of the vehicle it was found that the MAP sensor needed to be replaced and a wire in the engine compartment...
Re: AC/DELCO BATTERY PARTS WARRANTY QUESTION - 06/26/2008
Policy & Procedure Article 1.5.11.7: Customer Purchased an ACDelco® Battery from Either a GM Dealer or an ACDelco Battery Distributor and a Subsequent Failure Occurs that Is Covered by the ACDelco Consumer Battery Warranty The GM Dealer is not to submit...
Tire Coverage - 07/21/2022
GM provides the customer reassurance by offering a comprehensive bumper to bumper warranty against defects in material and workmanship, including tires. Before you proceed with a warranty tire transaction, be sure to confirm the tires are original equipment easily...
Forum - 09/19/2007
Labor operation Z7920 is the correct operation to use when reimbursing customer expenses for incidental loss of use, trip interruption, (max. $500). MWHITE is correct in required documentation necessary to support the use of the operation. Simply stating...
Sublet Repairs - 01/24/2024
... shop, the warranty transaction must reflect labor and parts. Sublet invoices are to contain the customer's VIN, date of repair, and a complete description of repairs performed as well as the sublet establishment's business name, address, and contact...
Warranty Briefs: Technical Service Bulletins - 12/08/2017
... back. Furthermore, if the vehicle is equipped with aftermarket, non-GM accessory wheels, this is a customer pay concern. Ultimately, this is not a manufacturer defect so GM shouldn't be on the hook for the payment. From a technical standpoint the bulletin...
Re: GOODWRENCH LIMITED LIFETIME GUARANTEE - 03/17/2008
Rhonda, Should be able to do a claim type C. Warranty started when the customer purchased the fuel pump originally. Jodi
Re: GOODWRENCH LIMITED LIFETIME GUARANTEE - 03/18/2008
if you goodwilled with no customer participation. i dont think it has a lifetime warranty.
STEERING SHAFTS 02/08 - 02/14/2008
... SHAFTS -- I HAVE BEEN TOLD: IF A VEHICLE IS OUT OF 3/36 & INTO GMPP EXTENDED WARRANTY - IF A CUSTOMER COMES IN WITH STEERING SHAFT CONCERN ... WE CAN BILL THE CUSTOMERS DEDUCT TO GM ?? IF SO - HOW DO WE DO THIS, AND DO WE NEED SEPARATE LINES TO DO SO...
goodwill Special Policy - 01/16/2008
Here's a dandy! This needs to be "H" routed, but is special policy 07187, but just out on miles. The customer complained to Customer Assistance and also got the AVM involved and has GMPP. Would you submit claim as T5686 or N4180? Geez, choices, choic...
Re: Key Fobs - 02/18/2008
Or, you could wait unitl the vehicle is sold. Order the fobs and bill programming to vehicle after it's in the customer name.
Forum - 09/20/2007
Remember that if you do 50/50 split with the customer repair has to be charged out at warranty prices.
Forum - 09/19/2007
we do it if the mileage is below 10000 kms and if its over 10000 kms customer will be charged
Replacing Weatherstrips/Body Side Molding - 09/19/2007
In cases where a customer has just one complaint-example 'Customer states bodyside molding are coming loose' and the tech ends up replacing one molding on each door (each of which has a specific op code)-how do you submit that? Do you use just one op...
RECALL - 12/20/2007
CAN YOU CLAIM OLH WHEN DOING A RECALL IF THE CUSTOMER HAS ADDED AN AFTER MARKET ACCESSORY (ALARM SYSTEM) THAT YOU HAVE TO REMOVE OR WORK AROUND IN ORDER TO COMPLETE RECALL.
Re: RECALL - 12/27/2007
With aftermarket add-ons, we always make the customer pay whatever the olh would be in a situation like that.
Re: RECALL - 12/27/2007
With aftermarket add-ons, we always make the customer pay whatever the olh would be in a situation like that.
Re: COURTESY TRANSPORTATION - 07/01/2008
CHECK OUT THE P&P MANUAL, ART. 1.4.13, COURTESY TRANSPORTATION PROGRAMS. IT EXPLAINS THE REIMBURSEMENT AMOUNTS FOR RENTAL VEHICLES.
towing - 05/23/2008
is towing covered on customer paid parts failures? regardless of mileage or age of vehicle?
Re: Open Recalls - 04/14/2008
YES, WE FREQUENTLY ACCESS ALL OPEN VEHICLE RECALL REPORTS. POST CARDS ARE MAILED TO NOTIFY THOSE CUSTOMERS IN OUR LOCAL AREA.
Re: CUST SUPPLIED PART ON WARR CLAIM ?? - 09/18/2008
WE WOULD TRY AND GET THE CUSTOMER A REFUND FOR THE PART, BUT THEY NEED TO KNOW THAT GM MAY NOT PAY THE SAME AMOUNT FOR THAT PART.
Re: WIPERS - 08/26/2008
you can also reference P&P 1.2.2.6 Maintenance.think most of these would follow under a customer satisfaction issue.
Re: Body Leak Testing - 09/18/2008
No, the customer states that water comes in around the sun visor area, but even with pressurized spray on the vehicle did not duplicate any leaks. Customer experiences leaking when going through car washes, so it may be that our water pressure isn't...
Re: Body Leak Testing - 09/18/2008
... WITH DETAILS OF WHAT WAS DONE, GIVE THE TECH .5 AND TELL HIM TO BE THANKFUL FOR THAT MUCH. IF THE CUSTOMER COMES BACK WITH THE SAME COMPLAINT, I'D HAVE THE CUSTOMER TAKE THE SERVICE MANAGER ON A DRIVE THROUGH THE CAR WASH SO THEY CAN DEMONSTRATE TH...
OPTION CODE VAT - DEALER INSTALLED CHROME GRILLE - 10/06/2008
... for the factory installed version? It is not related to th GM Accessories VPO/LPO Programs: Reimbursement for dealer labor TSB 08-00-89-005B. This is noted on the vehicle build section in VISS as "replaces factory grille; dlr installed". Any help...
Re: OPTION CODE VAT - DEALER INSTALLED CHROME GRILLE - 10/06/2008
... / Service / Service Operations / Service Operations / G_0000012187. It has all the codes and reimbursement amounts. They are calculated at $70.00/hr. for all dealers....
Re: GOODWILL WARRANTY WITH CUST PAY - 10/07/2008
NET AMOUNT WOULD REFLECT TOTAL LESS THAN WHAT CUSTOMER PAID. I WOULD THEN H-ROUTE BREAK DOWN TO AVM.
WARRANTY QUIZ - 07/09/2008
NEED HELP! HAS ANYONE TAKEN THE WARR. QUIZ FROM JUNE 2008 WARRANTY NEW LETTER? QUESTION 4 SAYS, "THE RENTAL REIMBURSEMENT RATE FOR THE PONTIAC G6 IS $37.00" TRUE OR FALSE. I ANSWERED TRUE AND GOT IT WRONG. DON'T UNDERSTAND WHY I AM WRONG. THANKS FOR...
Re: Tire Claim - 07/15/2008
General Ameri GS60's- when I got the tires ready to ship I had a hard time believing the customer didn't have some kind of pull or vibration based on the condition of the tires. The technician explained that due to the direction of camber & toe all the...
Re: Open Recalls - 08/15/2008
Do you send a post card to the customers and if so, where do you get your post cards printed?
Re: Rental Cars - 10/20/2008
... however p&p says rentals are reimbursed at $42.00 a day for enterprise or dealer owner. FROM P&P: Reimbursement for a Rental Vehicle (except Cadillac/Hummer) - When an eligible vehicle is unavailable due to overnight warranty repairs, a rental vehicle...
What Would You Do? 11/08 - 11/18/2008
A customer comes to the dealership requesting a new navigation disc, as it was missing at the time of delivery. The service consultant reviewed the VIP and found that the vehicle was purchased used and not from your dealership. How should the dealership...
Re: TAIL LAMP CIRCUIT BOARD (LABOR OP ????) - 11/20/2008
I FOUND THIS BULLETIN IT MAY HELP DEPENDING ON THE CUSTOMER CONCERN. #00-08-42-007C: Stop/Tail Lamp(s) Inoperative or Intermittent and/or Water in Lamp (Replace Circuit Board/Gasket and/or Lamp Assembly) - (Aug 24, 2004) CUSTOMER CONCERN: ***Some customers...
Re: DUAL HEADREST DVD - 12/11/2008
We also did one - took two techs about 2 hours to do it. I still haven't seen a reimbursement thru our open parts account. How does that work to get the $$? Do you have to submit something, etc. I don't think my parts manager knows either. Our techs...
What is the correct procedure? - 02/10/2009
Customer complaint=hazard switch inop. Vehicle out of warranty. Ordered part & Tech installed. When going to transfer a button from original switch to new, discovered unable to do so, & new part was missing the button. Essentially the first switch ...
Re: What is the correct procedure? - 02/10/2009
YOU NEED A SEPERATE RO FOR THE DEFECTIVE REPLACEMENT. THE CUSTOMER NEEDS TO PAY THE FIRST RO. SUBMIT THE SECOND RO AS PARTS WARRANTY, REFERRING TO THE FIRST RO, DATE AND MILES AND IT SHOULD BE PAID WITH NO TROUBLE. JUST STATE IN YOUR STORY THAT THE...
Re: Engine Warranty Question - 01/15/2009
[quote] Mark: Is the customer paying for any of the repair-deductible or labor or anything? Is this a parts warranty to start with? All changes the coverage. [/quote] Yes, the customer will be paying a $100 deductible, and is NOT part warranty. Original...
A Reported Abduction - 01/23/2009
This really happened at a previous dealership that I worked at several years ago. We had a customer who complained of a noise in the trunk. Well, after several road tests with the customer, we still couldn't hear the noise. On the last trip to the dealership,...
Re: Same RO, 2 repair attempts - 03/04/2009
... here only it was keeping ro's open while waiting for special order parts, then waiting for the customer to get the vehicle here, it turned into quite a mess. Our new policy here is, if the customer leaves with the vehicle, the ro is closed. It gives...
Re: WHERE CAN I FIND ??? - 02/24/2009
If they can not remove the CD to send back check this bulletin: 05-08-44-024. Gives labor op Z1241 and claim info for reimbursement of CD's, DVD's, etc.
Re: HAS THIS HAPPENED TO ANYONE ELSE? - 02/20/2009
There are a few recalls where it's a simple fix and they have sent the part and repair instructions to the customer, but do give an allowance that if the customer does not want to put it in, dealership can install and claim. For an example see recall#...
Re: HAS THIS HAPPENED TO ANYONE ELSE? - 02/20/2009
BUT IF YOU DON'T FILE THE CLAIM ON IT, HOW CAN YOU REMOVE IT FROM THE VIS TO PREVENT CONTINUED CONTACT WITH THE CUSTOMER ABOUT AN OPEN RECALL.
CHECK OUT THE P&P MANUAL, ART. 1.4.13, COURTESY TRANSPORTATION PROGRAMS. IT EXPLAINS THE REIMBURSEMENT AMOUNTS FOR RENTAL VEHICLES.
towing - 05/23/2008
is towing covered on customer paid parts failures? regardless of mileage or age of vehicle?
Re: Open Recalls - 04/14/2008
YES, WE FREQUENTLY ACCESS ALL OPEN VEHICLE RECALL REPORTS. POST CARDS ARE MAILED TO NOTIFY THOSE CUSTOMERS IN OUR LOCAL AREA.
Re: CUST SUPPLIED PART ON WARR CLAIM ?? - 09/18/2008
WE WOULD TRY AND GET THE CUSTOMER A REFUND FOR THE PART, BUT THEY NEED TO KNOW THAT GM MAY NOT PAY THE SAME AMOUNT FOR THAT PART.
Re: WIPERS - 08/26/2008
you can also reference P&P 1.2.2.6 Maintenance.think most of these would follow under a customer satisfaction issue.
Re: Body Leak Testing - 09/18/2008
No, the customer states that water comes in around the sun visor area, but even with pressurized spray on the vehicle did not duplicate any leaks. Customer experiences leaking when going through car washes, so it may be that our water pressure isn't...
Re: Body Leak Testing - 09/18/2008
... WITH DETAILS OF WHAT WAS DONE, GIVE THE TECH .5 AND TELL HIM TO BE THANKFUL FOR THAT MUCH. IF THE CUSTOMER COMES BACK WITH THE SAME COMPLAINT, I'D HAVE THE CUSTOMER TAKE THE SERVICE MANAGER ON A DRIVE THROUGH THE CAR WASH SO THEY CAN DEMONSTRATE TH...
OPTION CODE VAT - DEALER INSTALLED CHROME GRILLE - 10/06/2008
... for the factory installed version? It is not related to th GM Accessories VPO/LPO Programs: Reimbursement for dealer labor TSB 08-00-89-005B. This is noted on the vehicle build section in VISS as "replaces factory grille; dlr installed". Any help...
Re: OPTION CODE VAT - DEALER INSTALLED CHROME GRILLE - 10/06/2008
... / Service / Service Operations / Service Operations / G_0000012187. It has all the codes and reimbursement amounts. They are calculated at $70.00/hr. for all dealers....
Re: GOODWILL WARRANTY WITH CUST PAY - 10/07/2008
NET AMOUNT WOULD REFLECT TOTAL LESS THAN WHAT CUSTOMER PAID. I WOULD THEN H-ROUTE BREAK DOWN TO AVM.
WARRANTY QUIZ - 07/09/2008
NEED HELP! HAS ANYONE TAKEN THE WARR. QUIZ FROM JUNE 2008 WARRANTY NEW LETTER? QUESTION 4 SAYS, "THE RENTAL REIMBURSEMENT RATE FOR THE PONTIAC G6 IS $37.00" TRUE OR FALSE. I ANSWERED TRUE AND GOT IT WRONG. DON'T UNDERSTAND WHY I AM WRONG. THANKS FOR...
Re: Tire Claim - 07/15/2008
General Ameri GS60's- when I got the tires ready to ship I had a hard time believing the customer didn't have some kind of pull or vibration based on the condition of the tires. The technician explained that due to the direction of camber & toe all the...
Re: Open Recalls - 08/15/2008
Do you send a post card to the customers and if so, where do you get your post cards printed?
Re: Rental Cars - 10/20/2008
... however p&p says rentals are reimbursed at $42.00 a day for enterprise or dealer owner. FROM P&P: Reimbursement for a Rental Vehicle (except Cadillac/Hummer) - When an eligible vehicle is unavailable due to overnight warranty repairs, a rental vehicle...
What Would You Do? 11/08 - 11/18/2008
A customer comes to the dealership requesting a new navigation disc, as it was missing at the time of delivery. The service consultant reviewed the VIP and found that the vehicle was purchased used and not from your dealership. How should the dealership...
Re: TAIL LAMP CIRCUIT BOARD (LABOR OP ????) - 11/20/2008
I FOUND THIS BULLETIN IT MAY HELP DEPENDING ON THE CUSTOMER CONCERN. #00-08-42-007C: Stop/Tail Lamp(s) Inoperative or Intermittent and/or Water in Lamp (Replace Circuit Board/Gasket and/or Lamp Assembly) - (Aug 24, 2004) CUSTOMER CONCERN: ***Some customers...
Re: DUAL HEADREST DVD - 12/11/2008
We also did one - took two techs about 2 hours to do it. I still haven't seen a reimbursement thru our open parts account. How does that work to get the $$? Do you have to submit something, etc. I don't think my parts manager knows either. Our techs...
What is the correct procedure? - 02/10/2009
Customer complaint=hazard switch inop. Vehicle out of warranty. Ordered part & Tech installed. When going to transfer a button from original switch to new, discovered unable to do so, & new part was missing the button. Essentially the first switch ...
Re: What is the correct procedure? - 02/10/2009
YOU NEED A SEPERATE RO FOR THE DEFECTIVE REPLACEMENT. THE CUSTOMER NEEDS TO PAY THE FIRST RO. SUBMIT THE SECOND RO AS PARTS WARRANTY, REFERRING TO THE FIRST RO, DATE AND MILES AND IT SHOULD BE PAID WITH NO TROUBLE. JUST STATE IN YOUR STORY THAT THE...
Re: Engine Warranty Question - 01/15/2009
[quote] Mark: Is the customer paying for any of the repair-deductible or labor or anything? Is this a parts warranty to start with? All changes the coverage. [/quote] Yes, the customer will be paying a $100 deductible, and is NOT part warranty. Original...
A Reported Abduction - 01/23/2009
This really happened at a previous dealership that I worked at several years ago. We had a customer who complained of a noise in the trunk. Well, after several road tests with the customer, we still couldn't hear the noise. On the last trip to the dealership,...
Re: Same RO, 2 repair attempts - 03/04/2009
... here only it was keeping ro's open while waiting for special order parts, then waiting for the customer to get the vehicle here, it turned into quite a mess. Our new policy here is, if the customer leaves with the vehicle, the ro is closed. It gives...
Re: WHERE CAN I FIND ??? - 02/24/2009
If they can not remove the CD to send back check this bulletin: 05-08-44-024. Gives labor op Z1241 and claim info for reimbursement of CD's, DVD's, etc.
Re: HAS THIS HAPPENED TO ANYONE ELSE? - 02/20/2009
There are a few recalls where it's a simple fix and they have sent the part and repair instructions to the customer, but do give an allowance that if the customer does not want to put it in, dealership can install and claim. For an example see recall#...
Re: HAS THIS HAPPENED TO ANYONE ELSE? - 02/20/2009
BUT IF YOU DON'T FILE THE CLAIM ON IT, HOW CAN YOU REMOVE IT FROM THE VIS TO PREVENT CONTINUED CONTACT WITH THE CUSTOMER ABOUT AN OPEN RECALL.
Re: GWM-DETAILED DESCRIPTION OF COMPLAINT CODES ??? - 03/09/2010
You have to have your customer complaint, cause and correction typed on the correct lines. It will stop you.
Re: PONTIAC PREFERRED OIL CHANGES-SYNTHETIC - 03/22/2010
I would have issues with is also. The bulletin states "no charge to the customer".
Re: Part amount does not meet minimum/maximum requirement - 03/29/2010
On dealer installed accessories I never bill out a part. Did the grille come pre-shipped or did your parts department have to order it? If pre-shipped, do not ask for reimbursement.
Re: DEALER INSTALLED GM ACCESSORIES - 05/04/2010
My question is: What is the warranty on the GM accessories the customer pays for at the time they purchase the vehicle.
Re: Rejected claim resolutions elusive... - 04/29/2010
I need help. I have submitted claim for Recall 10023a. The line 1 paid line 2 for floor plan reimbursement was denied for code 173. Field action 1 has already been performed on the veh. I have two vehs the same reject. What is wrong?
Re: 1993 CORVETTE - DISTRIBUTOR ISSUE - 05/03/2010
I THINK IT HAS TO HAVE BEEN INSTALLED BY ANOTHER GM DEALER FOR IT TO FALL UNDER THAT WARRANTY...IM THINKING YOUR GONNA HAVE TO HAVE THE CUSTOMER PAY FOR THE REPAIR
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/10/2010
I just had a customer bring in one of these coupons for her Chevy! Looks like all GM now has these coupons?
Re: PRE-GWM RENTAL REJECT RESUBMISSION ??? - 03/11/2010
MARK - YOU HAVE THE SCENARIO CORRECT, BUT ON OUR RO'S - WE WRITE A SEPARATE LINE TO SHOW THE CUSTOMER HAS A RENTAL --- HOW DO YOU ACKNOWLEDGE YOU RENTALS ON RO'S
Re: GW QUESTION cause/complaint codes - 01/27/2010
Agree completely on the "losing big time" on these! Great for the customers, bad for us all!
Re: Global Warranty Management - 01/22/2010
I have not had to claim customer pay. I just claimed my warranty with no problems
Re: Global Warranty Management - 01/22/2010
Every job card that has customer pay and warranty pay on the same invoice has lines when claiming warranty that I have to input something to get by.
Re: LIFT KIT R AND R TO REPAIR VEHICLE - 03/02/2010
Same here....We charge the customer for any labor incurred to R&R anything that interfers in a repair or recall. If the a/m part was causal, it's now customer pay all the way.
What We Don't Know......... - 10/31/2009
We had a customer come in after going to an independent shop. The mechanic there told him there was a special policy on his diesel injectors and he could get them replaced for free. He is friendly and informative with the service adviser at check in....
Yet Another Part Warranty Question - 11/10/2009
1997 Camaro with a no start concern, smells fuel. Tech found fuel pump failed & had been replaced by the customer in 2003 with a lifetime part. Tech had to cut off stabilizer links to lower tank & also fuel line broke during the removal of the tank....
Re: Yet Another Part Warranty Question - 11/10/2009
I WOULD THINK THE CUSTOMER WOULD HAVE TO ABSORB THE EXTRA IF IT ISNT NORMALLY THE PROCEDURE FOR THAT PART REPLACEMENT
Re: Another fuel question - 06/18/2009
I WOULDN'T TRY FOR IT. FUEL WOULD BE A CUSTOMER PAY ITEM.
Re: Another fuel question - 06/18/2009
[quote] Becky H: FUEL WOULD BE A CUSTOMER PAY ITEM. [/quote] Even if it were to verify a customer concern that they couldn't put fuel into the vehicle?
Re: Serta Transmission Warranty - 07/20/2009
In P & P article 1.1.3.2.1 has the warranty information and paperwork to give to customer.
Re: Another fuel question - 06/26/2009
GM would rather satisfy a customer with $10 in fuel than have them leave your dealership on an unpleasant note.
07187C: Special Coverage Adjustment - Instrument Panel Cluster Gauge Needle Function - 08/11/2009
... for this special coverage adjustment when the mileage is over 70K. I know we provide the IPC, the customer pays for labor and we are responsible for returning the defective IPC. Do I submit a claim to GM for the $25 IPC handling allowance? What opcodes/failcodes...
Re: ANY HYUNDAI PEOPLE OUT THERE I HAVE A QUESTION ABOUT THIS FREE OIL FILTER PROGRAM - 05/08/2009
This is not a warranty reimbursable program. The dealer may contact their DPSM to possibly mail the coupons in for reimbursement. (information from the Hyundai Warranty Hotline)
Re: Recall Policies & Procedures question - 05/20/2009
... the internet. Recalls pay two ways, they pay the dealer for doing the work or they reimburse the customer for work done prior to the recall. I would have the aftermarket advise the customer to bring the vehicle in for the repairs. You technically don't...
WHY SEALS AND GASKETS ARE NOT WARRANTY(B AND N CLAIMS) - 04/22/2009
... seals were replaced at another dealer in another state 8 months/3k miles ago. We explained to the customer that seals were not warrantied. He called the other dealer whose service manager called their DVM and their DVM said to h-route it to our DVM....
Re: CLARIFICATION: HOW WOULD YOU HANDLE ?? - 04/23/2009
THE CUSTOMER CAME TO PICK UP - BUT VEHICLE NEVER ACTUALLY LEFT DEALERSHIP !!! BASICALLY STILL HAD RELATED CONCERN
What constitutes tampering? - 01/04/2011
Had a customer call with a 2006 GMC Sierra, 56K. Said that they had a check engine light on, took it to an independent shop. They sublet it to another local GM dealer who diagnosed it as failed catalytic converter. They promptly declined the repair...
You have to have your customer complaint, cause and correction typed on the correct lines. It will stop you.
Re: PONTIAC PREFERRED OIL CHANGES-SYNTHETIC - 03/22/2010
I would have issues with is also. The bulletin states "no charge to the customer".
Re: Part amount does not meet minimum/maximum requirement - 03/29/2010
On dealer installed accessories I never bill out a part. Did the grille come pre-shipped or did your parts department have to order it? If pre-shipped, do not ask for reimbursement.
Re: DEALER INSTALLED GM ACCESSORIES - 05/04/2010
My question is: What is the warranty on the GM accessories the customer pays for at the time they purchase the vehicle.
Re: Rejected claim resolutions elusive... - 04/29/2010
I need help. I have submitted claim for Recall 10023a. The line 1 paid line 2 for floor plan reimbursement was denied for code 173. Field action 1 has already been performed on the veh. I have two vehs the same reject. What is wrong?
Re: 1993 CORVETTE - DISTRIBUTOR ISSUE - 05/03/2010
I THINK IT HAS TO HAVE BEEN INSTALLED BY ANOTHER GM DEALER FOR IT TO FALL UNDER THAT WARRANTY...IM THINKING YOUR GONNA HAVE TO HAVE THE CUSTOMER PAY FOR THE REPAIR
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/10/2010
I just had a customer bring in one of these coupons for her Chevy! Looks like all GM now has these coupons?
Re: PRE-GWM RENTAL REJECT RESUBMISSION ??? - 03/11/2010
MARK - YOU HAVE THE SCENARIO CORRECT, BUT ON OUR RO'S - WE WRITE A SEPARATE LINE TO SHOW THE CUSTOMER HAS A RENTAL --- HOW DO YOU ACKNOWLEDGE YOU RENTALS ON RO'S
Re: GW QUESTION cause/complaint codes - 01/27/2010
Agree completely on the "losing big time" on these! Great for the customers, bad for us all!
Re: Global Warranty Management - 01/22/2010
I have not had to claim customer pay. I just claimed my warranty with no problems
Re: Global Warranty Management - 01/22/2010
Every job card that has customer pay and warranty pay on the same invoice has lines when claiming warranty that I have to input something to get by.
Re: LIFT KIT R AND R TO REPAIR VEHICLE - 03/02/2010
Same here....We charge the customer for any labor incurred to R&R anything that interfers in a repair or recall. If the a/m part was causal, it's now customer pay all the way.
What We Don't Know......... - 10/31/2009
We had a customer come in after going to an independent shop. The mechanic there told him there was a special policy on his diesel injectors and he could get them replaced for free. He is friendly and informative with the service adviser at check in....
Yet Another Part Warranty Question - 11/10/2009
1997 Camaro with a no start concern, smells fuel. Tech found fuel pump failed & had been replaced by the customer in 2003 with a lifetime part. Tech had to cut off stabilizer links to lower tank & also fuel line broke during the removal of the tank....
Re: Yet Another Part Warranty Question - 11/10/2009
I WOULD THINK THE CUSTOMER WOULD HAVE TO ABSORB THE EXTRA IF IT ISNT NORMALLY THE PROCEDURE FOR THAT PART REPLACEMENT
Re: Another fuel question - 06/18/2009
I WOULDN'T TRY FOR IT. FUEL WOULD BE A CUSTOMER PAY ITEM.
Re: Another fuel question - 06/18/2009
[quote] Becky H: FUEL WOULD BE A CUSTOMER PAY ITEM. [/quote] Even if it were to verify a customer concern that they couldn't put fuel into the vehicle?
Re: Serta Transmission Warranty - 07/20/2009
In P & P article 1.1.3.2.1 has the warranty information and paperwork to give to customer.
Re: Another fuel question - 06/26/2009
GM would rather satisfy a customer with $10 in fuel than have them leave your dealership on an unpleasant note.
07187C: Special Coverage Adjustment - Instrument Panel Cluster Gauge Needle Function - 08/11/2009
... for this special coverage adjustment when the mileage is over 70K. I know we provide the IPC, the customer pays for labor and we are responsible for returning the defective IPC. Do I submit a claim to GM for the $25 IPC handling allowance? What opcodes/failcodes...
Re: ANY HYUNDAI PEOPLE OUT THERE I HAVE A QUESTION ABOUT THIS FREE OIL FILTER PROGRAM - 05/08/2009
This is not a warranty reimbursable program. The dealer may contact their DPSM to possibly mail the coupons in for reimbursement. (information from the Hyundai Warranty Hotline)
Re: Recall Policies & Procedures question - 05/20/2009
... the internet. Recalls pay two ways, they pay the dealer for doing the work or they reimburse the customer for work done prior to the recall. I would have the aftermarket advise the customer to bring the vehicle in for the repairs. You technically don't...
WHY SEALS AND GASKETS ARE NOT WARRANTY(B AND N CLAIMS) - 04/22/2009
... seals were replaced at another dealer in another state 8 months/3k miles ago. We explained to the customer that seals were not warrantied. He called the other dealer whose service manager called their DVM and their DVM said to h-route it to our DVM....
Re: CLARIFICATION: HOW WOULD YOU HANDLE ?? - 04/23/2009
THE CUSTOMER CAME TO PICK UP - BUT VEHICLE NEVER ACTUALLY LEFT DEALERSHIP !!! BASICALLY STILL HAD RELATED CONCERN
What constitutes tampering? - 01/04/2011
Had a customer call with a 2006 GMC Sierra, 56K. Said that they had a check engine light on, took it to an independent shop. They sublet it to another local GM dealer who diagnosed it as failed catalytic converter. They promptly declined the repair...
Complimentary Maintenance letter labor op ??? - 02/17/2011
Have a complimentary maintenance letter from cust asst for a $200 discount from 2008 - the labor op to use for reimbursement was Z7410 which doesnt seem to work now..... where can I find what labor op to use ???
What are your dealership’s operating hours? - 06/07/2010
... afternoon I wouldn't have believed it if I hadn't stopped to see it. There were at least 80 customers in the showrooms alone. Combined with the 20 or so staff members onsite, it looked like one heck of a day to sell cars. I called that store the next...
Re: recall for the heated wiper fluid - 06/14/2010
i submitted one in our used car inventory this mornin and we also have a customers vehicle in the shop we have to cut then a check...
Re: RECALL 10038 SAW AND SANDER - 07/30/2010
... the recall? Seems to me when we had the Vibe recall for the accelerator pedal we had to put the reimbursement for floorplan in first, then the recall.... maybe any extras have to go in first?...
Re: Warranty Rental VIN - 09/02/2010
... to close out the paperwork. But with the ARMS system we can at least see th vin that they put the customer into. Our problem is that they want to put our customers in anything but a GM. If that happens they eat their own rental because we refuse to pay...
Re: srta trans warranty - 09/20/2010
I would say part only. Unless a GM dealer installed it the customer is on the hook for the labor
NAV DISC - 03/23/2011
WE REPLACED A NAV DISC FOR A CUSTOMER.BUT WHEN I RUN R0761 AND PART NUMBER 20945286 SAYS MATERIAL NOT FOUND.IS THERE SOMETHING IM MISSING? INFO PLEASE
Re: NAV DISC - 03/23/2011
[quote] JMEREDITH1099: WE REPLACED A NAV DISC FOR A CUSTOMER.BUT WHEN I RUN R0761 AND PART NUMBER 20945286 SAYS MATERIAL NOT FOUND.IS THERE SOMETHING IM MISSING? INFO PLEASE [/quote]Is it an electronic exchange component? If so no need to submit part...
Re: part pick up fm another dealer for a used vehicle - 04/13/2011
i knew gm doesnt pay to recondition a used vehicle.just had questions about the parts pick up issue since its a stock vehicle and not a customer's vehicle...
Re: SPECIAL COVERAGE #10054 - 09/07/2011
I just got my first one where we have to cut the customer a check...I figured the 50% on warranty labor time, warranty part cost AND tax the customer paid. Put it all in net and paid right away.
Re: labor op code - 07/08/2011
Need specifics. Which transaction type did you use? What was the reimbursement amount? Which net item field did you use?
Re: ZSET REJECT - 06/16/2011
From the reject it sounds like it was supposed to be a PDI add and not a customer pay item "A DEALER INSTALLED OPTION WAS FOUND FOR LABOUR CODE I9255". I'd check Vehicle Build and see if it's listed as a dealer installed accessory. If it is then the...
Re: OVER COUNTER TRANSMISSION / LABOR OP VS COMP CODE - 05/25/2011
have you tried 0342 trans shifting or 0343 trans noise..or 0344 leaks, what was the reason why the customer brought the transmission back??
Re: DIESEL COVERAGE W/DEDUCT PAID BY GMPP - 06/15/2011
GMPP will cover the customers diesel deductible if it is an eligible GMPP repair. As for submission I think I'd make a seperate line for the deductible. Set up the Warrany line just like you would if the customer was paying the deductible to take off...
Re: 50/50 SPLIT - 10/26/2011
If the customer brings us the vehicle to replace the fuel level sender, we figure the repair as warranty with warranty labor and parts. Then in the customer participation, we put 1/2 of the total in and GM pays the other 1/2. Thats what i thought.T...
50/50 SPLIT - 10/25/2011
On the Special Coverage 10054 Fuel level sensor,How do you come up with total.Is the total from warranty or customer pay.I think that we are doing this wrong.
Re: CBG PRE-OWNED LIMITED - 12/23/2011
Right?? Thanks GM for making more customers upset about this!
Re: PDI floor mats not shipped with vehicle - 12/30/2011
yes see customer satisfaction program 11275..see October 2011 newsletter page 7 and 8 ..hope this helps you
Re: Special Policy 10054 - 05/23/2012
FYI-Spoke to our District Rep, he says NO extra parts are allowed. Any other parts are the customer's responsibility.
Re: OP CODES LIST - 03/27/2012
Are you referring to the standardized list GM wants everyone to use for customer pay work or are you looking for Warranty labor ops?
Re: Dexos credit submissions - 02/01/2013
I found the information on the DEC 2012 J & L Warranty Newsletter. You can only go back less than 60 days to claim these reimbursements and the program ended Dec 31, 2012.
Re: Goodwill on GM Certified Pre-Owned? - 08/21/2012
I'll have to check to see what service wants to do again. They are very good customers and have purchased several vehicles from us.
Re: What would you do? - 07/20/2012
... during their visit. However, they are right in that ALL job card types must be time punched. Customer pay, internal, warranty....anything that gets worked on need time punches. We just had a shop meeting and again reminded all techs to time punch everything,...
Re: Parts Warranty - 02/28/2014
Just to make sure I get this right: If we replaced a part (power steering pump 3/4/13) on a customers car ( 08' w/91608 miles) and the customer returns 2/27/14 and we have to replace that part again. Does the part have a 12mth/unlimited miles warranty...
Pyramid Repair? or three separate claims - 01/21/2013
... seen a document in the last few days outlining the proper way to submit,but now I can't find it. Customer came in with complaint "drivers seat heater shuts off. tech first had to replace the memory seat module due to a short to be able to diag the seat...
Have a complimentary maintenance letter from cust asst for a $200 discount from 2008 - the labor op to use for reimbursement was Z7410 which doesnt seem to work now..... where can I find what labor op to use ???
What are your dealership’s operating hours? - 06/07/2010
... afternoon I wouldn't have believed it if I hadn't stopped to see it. There were at least 80 customers in the showrooms alone. Combined with the 20 or so staff members onsite, it looked like one heck of a day to sell cars. I called that store the next...
Re: recall for the heated wiper fluid - 06/14/2010
i submitted one in our used car inventory this mornin and we also have a customers vehicle in the shop we have to cut then a check...
Re: RECALL 10038 SAW AND SANDER - 07/30/2010
... the recall? Seems to me when we had the Vibe recall for the accelerator pedal we had to put the reimbursement for floorplan in first, then the recall.... maybe any extras have to go in first?...
Re: Warranty Rental VIN - 09/02/2010
... to close out the paperwork. But with the ARMS system we can at least see th vin that they put the customer into. Our problem is that they want to put our customers in anything but a GM. If that happens they eat their own rental because we refuse to pay...
Re: srta trans warranty - 09/20/2010
I would say part only. Unless a GM dealer installed it the customer is on the hook for the labor
NAV DISC - 03/23/2011
WE REPLACED A NAV DISC FOR A CUSTOMER.BUT WHEN I RUN R0761 AND PART NUMBER 20945286 SAYS MATERIAL NOT FOUND.IS THERE SOMETHING IM MISSING? INFO PLEASE
Re: NAV DISC - 03/23/2011
[quote] JMEREDITH1099: WE REPLACED A NAV DISC FOR A CUSTOMER.BUT WHEN I RUN R0761 AND PART NUMBER 20945286 SAYS MATERIAL NOT FOUND.IS THERE SOMETHING IM MISSING? INFO PLEASE [/quote]Is it an electronic exchange component? If so no need to submit part...
Re: part pick up fm another dealer for a used vehicle - 04/13/2011
i knew gm doesnt pay to recondition a used vehicle.just had questions about the parts pick up issue since its a stock vehicle and not a customer's vehicle...
Re: SPECIAL COVERAGE #10054 - 09/07/2011
I just got my first one where we have to cut the customer a check...I figured the 50% on warranty labor time, warranty part cost AND tax the customer paid. Put it all in net and paid right away.
Re: labor op code - 07/08/2011
Need specifics. Which transaction type did you use? What was the reimbursement amount? Which net item field did you use?
Re: ZSET REJECT - 06/16/2011
From the reject it sounds like it was supposed to be a PDI add and not a customer pay item "A DEALER INSTALLED OPTION WAS FOUND FOR LABOUR CODE I9255". I'd check Vehicle Build and see if it's listed as a dealer installed accessory. If it is then the...
Re: OVER COUNTER TRANSMISSION / LABOR OP VS COMP CODE - 05/25/2011
have you tried 0342 trans shifting or 0343 trans noise..or 0344 leaks, what was the reason why the customer brought the transmission back??
Re: DIESEL COVERAGE W/DEDUCT PAID BY GMPP - 06/15/2011
GMPP will cover the customers diesel deductible if it is an eligible GMPP repair. As for submission I think I'd make a seperate line for the deductible. Set up the Warrany line just like you would if the customer was paying the deductible to take off...
Re: 50/50 SPLIT - 10/26/2011
If the customer brings us the vehicle to replace the fuel level sender, we figure the repair as warranty with warranty labor and parts. Then in the customer participation, we put 1/2 of the total in and GM pays the other 1/2. Thats what i thought.T...
50/50 SPLIT - 10/25/2011
On the Special Coverage 10054 Fuel level sensor,How do you come up with total.Is the total from warranty or customer pay.I think that we are doing this wrong.
Re: CBG PRE-OWNED LIMITED - 12/23/2011
Right?? Thanks GM for making more customers upset about this!
Re: PDI floor mats not shipped with vehicle - 12/30/2011
yes see customer satisfaction program 11275..see October 2011 newsletter page 7 and 8 ..hope this helps you
Re: Special Policy 10054 - 05/23/2012
FYI-Spoke to our District Rep, he says NO extra parts are allowed. Any other parts are the customer's responsibility.
Re: OP CODES LIST - 03/27/2012
Are you referring to the standardized list GM wants everyone to use for customer pay work or are you looking for Warranty labor ops?
Re: Dexos credit submissions - 02/01/2013
I found the information on the DEC 2012 J & L Warranty Newsletter. You can only go back less than 60 days to claim these reimbursements and the program ended Dec 31, 2012.
Re: Goodwill on GM Certified Pre-Owned? - 08/21/2012
I'll have to check to see what service wants to do again. They are very good customers and have purchased several vehicles from us.
Re: What would you do? - 07/20/2012
... during their visit. However, they are right in that ALL job card types must be time punched. Customer pay, internal, warranty....anything that gets worked on need time punches. We just had a shop meeting and again reminded all techs to time punch everything,...
Re: Parts Warranty - 02/28/2014
Just to make sure I get this right: If we replaced a part (power steering pump 3/4/13) on a customers car ( 08' w/91608 miles) and the customer returns 2/27/14 and we have to replace that part again. Does the part have a 12mth/unlimited miles warranty...
Pyramid Repair? or three separate claims - 01/21/2013
... seen a document in the last few days outlining the proper way to submit,but now I can't find it. Customer came in with complaint "drivers seat heater shuts off. tech first had to replace the memory seat module due to a short to be able to diag the seat...
Re: PDI EXTRAS? - 07/22/2015
... like we do when we file 0590072 for pdi not paid??? I'm interesting in getting all legitimate reimbursements from GM. Any details are greatly appreciated :)...
Certified Services beyond mileage limit - 08/10/2015
... after the mileage limit? For some reason I feel like that was not allowed. Or is it just reimbursements that aren't allowed? I can't find anything about authorizing them. We have one that's over by about 200 miles from the expiration but they're...
Re: 2015 and 2 Year Maintenance - 03/19/2015
If I am not mistaken the customers have to sign up for this when they buy the vehicle...
Re: CAC/BRC CCL - Comprehesive (In IVH under applicable warranties) - 12/05/2014
... Bulletin (11-00-89-005H). Component Coverage Letters are a goodwill tool processed by the Customer Assistance Center or DMA. A CCL provides the customer with extended coverage of a specific vehicle component for a defined time frame (as indicated in...
Forum - 02/27/2018
While there used to be a Customer Assistance Center Tier 1 and Tier 2 Diagnostic Voucher empowerment tool, it no longer is valid. GM currently does not have a diagnostic only tool, for customer loyalty, for example, that would be suited in this ...
Forum - 03/22/2018
kturner: Where do your techs note their cause and correction statements, work order or customer copy? Are they handwritten or entered electronically? Does your service manager authorize electronically or are authorizations handwritten on the work order...
Corrosion Limited Warranty - 03/01/2018
I have a customer with a 2012 sierra that is still has a valid corrosion limited warranty, is there a way to see what labor ops are covered under this warranty?Thanks!
Forum - 03/23/2018
DO YOU KNOW IF THE OUTSIDE SHOP MUST USE "OEM" PARTS IN ORDER FOR THE CUSTOMER TO GET REIMBURSED?
Forum - 03/27/2018
kturner: Since an add on is "after the fact", i.e. the customer copy has been printed and signed by the customer, it would make sense that any added repairs would be documented on the front of the work order (where your manager typically authorizes)...
Rental Timeline - 04/24/2018
I know that rental timelines provide an explanation for each day a customer is in rental, but does anyone have a really good example documenting a rental timeline?
Forum - 06/21/2017
ALL OUR 'PARTS ORDERED' TICKETS ARE CLOSED UNDER CUSTOMER, UNLESS IT HAS A SPAC CASE ATTACHED TO IT, OR VEHICLE DOES NOT LEAVE THE LOT.
Forum - 06/28/2017
in policy and precedures manuel 1.3 roadside assistance program this is available for 3/36 for vehicles think gm likes it best when customers or dealers use this program !
Forum - 06/28/2017
... at the end of the bulletin, including program coverage and eligibility, and the services provided. Customers are to be referred to Roadside Assistance to set up the eligible service, or the dealer may contact Roadside Assistance on the customer's behalf....
Forum - 08/30/2017
Elaborate the need for it? Is it for tracking possible repeat repairs, customers, or what specific function?
PIT5368 - Phone losing pairing --- coding ??? - 09/27/2017
2015 Cadillac SRX... we verified the customer concern of "Bluetooth inop" & performed #PIT5368 -- How do you code something like this ??
Forum - 09/28/2017
We have seen a few instances of this. The technician corrects the water leak on one visit & the customer returns at a later date for a mildew odor concern. If that is the case (the customer returned at a later date) open a new job card to address...
Forum - 09/19/2017
a. Special Coverage Subsequent Failure Handling To maintain customer satisfaction, any completed special coverage repairs that subsequently require follow-up or corrective work should be performed at no expense to the customer. The vehicle must be within...
Forum - 10/04/2017
When/if the customer returns for a repair/replacement of a failure a transaction would be submitted, referencing the previous job card(s) with diagnosis.
Forum - 10/04/2017
What if we are in the CTA program but dont have enough loaners for the # of customers
Management Signature - 11/16/2017
I was just wondering if the manager has to sign the repair orders in the customer signature section for any in stock vehicles that we do as PDI's or recalls. I did see in the authorization bulletin that they didn't have to sign off on the ZPDI or...
Forum - 11/16/2017
... understanding of responsibility for all charges at the time the job card is written and while the customer is present. Any changes regarding who is responsible for the charges require service management authorization prior to repairs being performed." The...
Early Bird Drop Envelope requirements? - 12/06/2017
... documentation". The night drop envelopes that we have are NOT compliant to be used for valid customer signature, due to they do not have a field for VIN. So, everytime we get them our Manager approves the work order. Many of the night...
ZSET TRANSACTION FOR SLUDGE ENGINE - 12/08/2017
We had a customer come in with a Traverse that is still under Powertrain coverage, but has not changed his oil in roughly 30,000 miles. The oil is so thick it won't drain. The customer has no maintenance records. The vehicle needs an engine due to the...
GMPP - 06/27/2016
If a repair comes up covered under a GMPP contract but below the deductible amount, the customer pays for the repair, but do you use the list price on the part? We have one that my advisor says if we are using customer pay then they would've paid the...
Dealer Installed Parts Warranty Parameters and - 05/18/2016
Customer came into our service department with rear axle leak. On 06-01-2015 @ 262073 miles he paid to have the rear axle seal/gasket replaced. Customer returned on 02-03-2016 @ 277425 miles with rear axle seal leaking. We replaced seal/gasket and ...
... like we do when we file 0590072 for pdi not paid??? I'm interesting in getting all legitimate reimbursements from GM. Any details are greatly appreciated :)...
Certified Services beyond mileage limit - 08/10/2015
... after the mileage limit? For some reason I feel like that was not allowed. Or is it just reimbursements that aren't allowed? I can't find anything about authorizing them. We have one that's over by about 200 miles from the expiration but they're...
Re: 2015 and 2 Year Maintenance - 03/19/2015
If I am not mistaken the customers have to sign up for this when they buy the vehicle...
Re: CAC/BRC CCL - Comprehesive (In IVH under applicable warranties) - 12/05/2014
... Bulletin (11-00-89-005H). Component Coverage Letters are a goodwill tool processed by the Customer Assistance Center or DMA. A CCL provides the customer with extended coverage of a specific vehicle component for a defined time frame (as indicated in...
Forum - 02/27/2018
While there used to be a Customer Assistance Center Tier 1 and Tier 2 Diagnostic Voucher empowerment tool, it no longer is valid. GM currently does not have a diagnostic only tool, for customer loyalty, for example, that would be suited in this ...
Forum - 03/22/2018
kturner: Where do your techs note their cause and correction statements, work order or customer copy? Are they handwritten or entered electronically? Does your service manager authorize electronically or are authorizations handwritten on the work order...
Corrosion Limited Warranty - 03/01/2018
I have a customer with a 2012 sierra that is still has a valid corrosion limited warranty, is there a way to see what labor ops are covered under this warranty?Thanks!
Forum - 03/23/2018
DO YOU KNOW IF THE OUTSIDE SHOP MUST USE "OEM" PARTS IN ORDER FOR THE CUSTOMER TO GET REIMBURSED?
Forum - 03/27/2018
kturner: Since an add on is "after the fact", i.e. the customer copy has been printed and signed by the customer, it would make sense that any added repairs would be documented on the front of the work order (where your manager typically authorizes)...
Rental Timeline - 04/24/2018
I know that rental timelines provide an explanation for each day a customer is in rental, but does anyone have a really good example documenting a rental timeline?
Forum - 06/21/2017
ALL OUR 'PARTS ORDERED' TICKETS ARE CLOSED UNDER CUSTOMER, UNLESS IT HAS A SPAC CASE ATTACHED TO IT, OR VEHICLE DOES NOT LEAVE THE LOT.
Forum - 06/28/2017
in policy and precedures manuel 1.3 roadside assistance program this is available for 3/36 for vehicles think gm likes it best when customers or dealers use this program !
Forum - 06/28/2017
... at the end of the bulletin, including program coverage and eligibility, and the services provided. Customers are to be referred to Roadside Assistance to set up the eligible service, or the dealer may contact Roadside Assistance on the customer's behalf....
Forum - 08/30/2017
Elaborate the need for it? Is it for tracking possible repeat repairs, customers, or what specific function?
PIT5368 - Phone losing pairing --- coding ??? - 09/27/2017
2015 Cadillac SRX... we verified the customer concern of "Bluetooth inop" & performed #PIT5368 -- How do you code something like this ??
Forum - 09/28/2017
We have seen a few instances of this. The technician corrects the water leak on one visit & the customer returns at a later date for a mildew odor concern. If that is the case (the customer returned at a later date) open a new job card to address...
Forum - 09/19/2017
a. Special Coverage Subsequent Failure Handling To maintain customer satisfaction, any completed special coverage repairs that subsequently require follow-up or corrective work should be performed at no expense to the customer. The vehicle must be within...
Forum - 10/04/2017
When/if the customer returns for a repair/replacement of a failure a transaction would be submitted, referencing the previous job card(s) with diagnosis.
Forum - 10/04/2017
What if we are in the CTA program but dont have enough loaners for the # of customers
Management Signature - 11/16/2017
I was just wondering if the manager has to sign the repair orders in the customer signature section for any in stock vehicles that we do as PDI's or recalls. I did see in the authorization bulletin that they didn't have to sign off on the ZPDI or...
Forum - 11/16/2017
... understanding of responsibility for all charges at the time the job card is written and while the customer is present. Any changes regarding who is responsible for the charges require service management authorization prior to repairs being performed." The...
Early Bird Drop Envelope requirements? - 12/06/2017
... documentation". The night drop envelopes that we have are NOT compliant to be used for valid customer signature, due to they do not have a field for VIN. So, everytime we get them our Manager approves the work order. Many of the night...
ZSET TRANSACTION FOR SLUDGE ENGINE - 12/08/2017
We had a customer come in with a Traverse that is still under Powertrain coverage, but has not changed his oil in roughly 30,000 miles. The oil is so thick it won't drain. The customer has no maintenance records. The vehicle needs an engine due to the...
GMPP - 06/27/2016
If a repair comes up covered under a GMPP contract but below the deductible amount, the customer pays for the repair, but do you use the list price on the part? We have one that my advisor says if we are using customer pay then they would've paid the...
Dealer Installed Parts Warranty Parameters and - 05/18/2016
Customer came into our service department with rear axle leak. On 06-01-2015 @ 262073 miles he paid to have the rear axle seal/gasket replaced. Customer returned on 02-03-2016 @ 277425 miles with rear axle seal leaking. We replaced seal/gasket and ...
What Would You Do - 06/16 - 05/24/2016
... Chevrolet 2-Year Scheduled Maintenance service. At time of write up, the advisor noted that the customer had only had one service under the scheduled maintenance plan, although the vehicle was outside of the coverage limit by one week. The service...
Re: Dealer Installed Parts Warranty Parameters and - 05/25/2016
Since I could not find definitive information, I called DBC. GM decided if the customer visited the dealership for installation of parts, it was GM's intent to stand behind their products. Parts warranties are 12/unlimited mileage. EXAMPLE: If the...
Recall 14574 & 15757 - 03/02/2016
... as to WHY the beauty cover is being removed on these vehicles. We have done a few now and all the customers are unhappy about the beauty cover being removed and not reinstalled back on the vehicle. I called DBC and they were no help. The customers want...
Re: CORE CHARGE - 02/12/2016
... to the original transaction, adding the core-charge info as indicated in the "WPC Return Reimbursement - Labor, Postage and Core" section of the bulletin....
Re: DEALERTRACK - 06/22/2016
my gmpp claims are not booked as customer pay lines there is a service contract pay line but it says service contract not found in line payment method..!!
Disclosure Requirements - 08/02/2016
... or recycled parts on new vehicles that are not supplied by GM, it must be disclosed to the customer about to purchase the modified vehicle. This holds true when selling aftermarket service contracts as well. The intent is to make sure the customer understands...
Re: Technician Clock times - 08/05/2016
... techs to punch for each repair line just in case something turns into warranty that was listed as customer pay, that way we're compliant. According to P&P if it starts as customer pay and becomes warranty, the service manager can sign for it, but we'd...
Forum - 08/23/2016
... abuse, improper maintenance, or normal wear - then it is covered under 3/36. For example: a customer comes in at 25,000 miles and has a brake squeak concern. Cleaning and adjusting the pads takes care of squeak concern, no failure of pads...
Forum - 11/01/2016
P & P Article 3.2.12 Add On Customer Concern After Job Card Write Up: "Any warranty/policy concern not expressed orally or in writing by the customer at initial write-up must be first inspected and verified by the service manager before it is added...
WPC and Cores - 01/25/2017
I haven't had to get a core reimbursement on a WPC part return in a while, but I see the requirement for attaching the "core exchange value documentation" to the job card. What is being used for this documentation? Is a print out of the price...
Forum - 01/30/2017
... vehicles in Service Agent inventory and can also authorize Service Agents to correct involved customer vehicles that return for any type of service provided that the applicable warranty is still in effect. This type of field action is implemented to...
What Would You Do - 04/17 - 03/21/2017
... a job card with multiple lines. The first line of the job card was, at time of write up, coded as customer pay. Because the repair was powertrain related and the vehicle had remaining powertrain warranty coverage, the line was updated to warranty. The...
Forum - 03/09/2017
Our shuttle isn't a DRAC, we have a couple of vehicles that service uses for shuttling customers. I've never read that it should be a DRAC.
Forum - 03/23/2017
To clarify: this situation is not considered an add on. The customer had a concern of a leak under the vehicle at time of write up - the job card was closed (part ordered) - part installed on a later job card referencing the original job card where...
What Would You Do - 06/17 - 05/22/2017
A customer brought their vehicle to the service department for a concern with the right front power window. The advisor documented the vehicle concern and reviewed IVH at the time of job card write up. The advisor noted that the vehicle, a 2014 Silverado...
Forum - 10/20/2023
I've got the same problem here with one right now. Bulletin doesnt apply, but customer experiencing same issue.
Forum - 12/14/2022
... as per my GM warranty rep. Was advised to use the regular labor op for the valve cover and put the reimbursement amount under misc with the check #. I would check with your GM warranty specialist to see how they would want you to submit this type of...
Forum - 03/22/2023
Just an update... I moved the EI to the add-on line. I determined that customer and SM add-on auth is not required as it pertains to the customer's orginial concern. Tech punched all time on original line for ST operation to correct concern. No time punch...
Forum - 06/23/2022
... were both under 1 hour and ok'd by warranty support before proceeding. Now, I have had to charge customers to remove EXCESSIVE dirt on their vehicles to properly diagnose/repair, which was addressed at write-up that if the lack of maintaining caused...
Forum - 08/01/2022
The new updated maintenance reimbursements increase rates are now available for as of today 8/1. I just printed mine off but have not submitted one for payment yet. Reference# GCUS-9-13281
Forum - 02/07/2022
... Corvette First Maintenance article in the February edition of the newsletter to our attention. The reimbursement amount for the program is $294. The online edition of the newsletter will be updated to reflect the correct amount....
Forum - 01/14/2022
... Our jobs are submitting claims compliant with GM's P&P, while securing the most amount of reimbursement allowed.If items are not compliant, they are part of dealers expense and not GM's concern. ...
Forum - 06/02/2022
Not a fan of OTA updates we recently had a customer attempt one himself on his Colorado radio and it locked up luckily it was still under B2B
Forum - 06/10/2022
I create a -20.00 misc line to credit the customer and another 20.00 misc line to bill to the warranty claim.
Forum - 05/18/2022
When submitting these, is it necessary to wait to submit the WCAP until repair is done or can I submit the ZFAT transaction for reimbursement as soon as the max claimable days has been reached?
... Chevrolet 2-Year Scheduled Maintenance service. At time of write up, the advisor noted that the customer had only had one service under the scheduled maintenance plan, although the vehicle was outside of the coverage limit by one week. The service...
Re: Dealer Installed Parts Warranty Parameters and - 05/25/2016
Since I could not find definitive information, I called DBC. GM decided if the customer visited the dealership for installation of parts, it was GM's intent to stand behind their products. Parts warranties are 12/unlimited mileage. EXAMPLE: If the...
Recall 14574 & 15757 - 03/02/2016
... as to WHY the beauty cover is being removed on these vehicles. We have done a few now and all the customers are unhappy about the beauty cover being removed and not reinstalled back on the vehicle. I called DBC and they were no help. The customers want...
Re: CORE CHARGE - 02/12/2016
... to the original transaction, adding the core-charge info as indicated in the "WPC Return Reimbursement - Labor, Postage and Core" section of the bulletin....
Re: DEALERTRACK - 06/22/2016
my gmpp claims are not booked as customer pay lines there is a service contract pay line but it says service contract not found in line payment method..!!
Disclosure Requirements - 08/02/2016
... or recycled parts on new vehicles that are not supplied by GM, it must be disclosed to the customer about to purchase the modified vehicle. This holds true when selling aftermarket service contracts as well. The intent is to make sure the customer understands...
Re: Technician Clock times - 08/05/2016
... techs to punch for each repair line just in case something turns into warranty that was listed as customer pay, that way we're compliant. According to P&P if it starts as customer pay and becomes warranty, the service manager can sign for it, but we'd...
Forum - 08/23/2016
... abuse, improper maintenance, or normal wear - then it is covered under 3/36. For example: a customer comes in at 25,000 miles and has a brake squeak concern. Cleaning and adjusting the pads takes care of squeak concern, no failure of pads...
Forum - 11/01/2016
P & P Article 3.2.12 Add On Customer Concern After Job Card Write Up: "Any warranty/policy concern not expressed orally or in writing by the customer at initial write-up must be first inspected and verified by the service manager before it is added...
WPC and Cores - 01/25/2017
I haven't had to get a core reimbursement on a WPC part return in a while, but I see the requirement for attaching the "core exchange value documentation" to the job card. What is being used for this documentation? Is a print out of the price...
Forum - 01/30/2017
... vehicles in Service Agent inventory and can also authorize Service Agents to correct involved customer vehicles that return for any type of service provided that the applicable warranty is still in effect. This type of field action is implemented to...
What Would You Do - 04/17 - 03/21/2017
... a job card with multiple lines. The first line of the job card was, at time of write up, coded as customer pay. Because the repair was powertrain related and the vehicle had remaining powertrain warranty coverage, the line was updated to warranty. The...
Forum - 03/09/2017
Our shuttle isn't a DRAC, we have a couple of vehicles that service uses for shuttling customers. I've never read that it should be a DRAC.
Forum - 03/23/2017
To clarify: this situation is not considered an add on. The customer had a concern of a leak under the vehicle at time of write up - the job card was closed (part ordered) - part installed on a later job card referencing the original job card where...
What Would You Do - 06/17 - 05/22/2017
A customer brought their vehicle to the service department for a concern with the right front power window. The advisor documented the vehicle concern and reviewed IVH at the time of job card write up. The advisor noted that the vehicle, a 2014 Silverado...
Forum - 10/20/2023
I've got the same problem here with one right now. Bulletin doesnt apply, but customer experiencing same issue.
Forum - 12/14/2022
... as per my GM warranty rep. Was advised to use the regular labor op for the valve cover and put the reimbursement amount under misc with the check #. I would check with your GM warranty specialist to see how they would want you to submit this type of...
Forum - 03/22/2023
Just an update... I moved the EI to the add-on line. I determined that customer and SM add-on auth is not required as it pertains to the customer's orginial concern. Tech punched all time on original line for ST operation to correct concern. No time punch...
Forum - 06/23/2022
... were both under 1 hour and ok'd by warranty support before proceeding. Now, I have had to charge customers to remove EXCESSIVE dirt on their vehicles to properly diagnose/repair, which was addressed at write-up that if the lack of maintaining caused...
Forum - 08/01/2022
The new updated maintenance reimbursements increase rates are now available for as of today 8/1. I just printed mine off but have not submitted one for payment yet. Reference# GCUS-9-13281
Forum - 02/07/2022
... Corvette First Maintenance article in the February edition of the newsletter to our attention. The reimbursement amount for the program is $294. The online edition of the newsletter will be updated to reflect the correct amount....
Forum - 01/14/2022
... Our jobs are submitting claims compliant with GM's P&P, while securing the most amount of reimbursement allowed.If items are not compliant, they are part of dealers expense and not GM's concern. ...
Forum - 06/02/2022
Not a fan of OTA updates we recently had a customer attempt one himself on his Colorado radio and it locked up luckily it was still under B2B
Forum - 06/10/2022
I create a -20.00 misc line to credit the customer and another 20.00 misc line to bill to the warranty claim.
Forum - 05/18/2022
When submitting these, is it necessary to wait to submit the WCAP until repair is done or can I submit the ZFAT transaction for reimbursement as soon as the max claimable days has been reached?
Forum - 02/14/2022
If you are removing the feature and completing the recall and the instructions are to reimburse the customer then just reimburse the customer. Unless you see something in the recall text (which I admittedly did not entirely read) that has an expiration...
PART WARRANTY - 02/24/2022
IF YOU ARE SUBMITTING A PART WARRANTY FOR THE SECOND TIME, IS LABOR PAID, OR IS THE CUSTOMER RESPONSIBLE FOR THE LABORFormat: Other
PART WARRANTY - 02/24/2022
IF YOU ARE SUBMITTING A PART WARRANTY FOR THE SECOND TIME, IS LABOR PAID, OR IS THE CUSTOMER RESPONSIBLE FOR THE LABORFormat: Other
Forum - 03/28/2022
... to all copies of the job card. Following closeout of the job card, a copy is to be given to the customer showing all repair information for both customer paid and warranty repairs. The closeout date and or completion date on the invoice must match the...
What Would You Do - 07/20 - 06/23/2020
... on a vehicle that was just out of warranty. The dealer completed the PET, charged the appropriate customer participation expense and submitted the transaction as a policy adjustment. Approximately 2,000 miles later the customer brought the vehicle...
Forum - 04/29/2020
Hi ewill3rd! Take a look at Global Message GCUS-9-9283 Helping Foster Customer Confidence During Vehicle Repairs and Updated Owner Messaging, dated 3/26/2020. It references the temporary shuttle coverage of shuttling a customer's vehicle to/from...
What Would You Do - 06/20 - 05/28/2020
... of additional seals. The completed PET included the labor and part to replace the component. The customer participation expense was approximately half of the repair total calculated at warranty rates. The warranty administrator submitted the...
Forum - 05/21/2020
The documentation requirements are of DTC's found during scan (present or history is what I ask mine to document), that would be there if customer comes in for MIL illumination
Forum - 03/24/2020
Recommend performing the open recall if approved by the customer, rather than providing the key through the parts department.
What Would You Do - 04/20 - 03/27/2020
... to be more cost effective. Management made the decision to order a replacement engine for customer satisfaction reasons. The owner was very dissatisfied that their 2018MY vehicle had a catastrophic failure and would not agree to a repair. The...
Forum - 09/04/2020
GM's policy regarding the customer signature is listed within Service P&P Article 6.2.2 Authorization to Perform Repairs. The customer signed job card authorizes the service department to perform requested repairs. The signature must be obtained...
Forum - 09/04/2020
This scenario usually happens when a customer brings it in for us to see what's wrong with the vehicle, and declines repairs.
Forum - 12/10/2020
CBG CPO Maintenance provides four different reimbursement rates, as follows: Dexos1 Oil/Tire Rotation: $35 ($50 for light duty vehicles with L83 or L86 engine) Synthetic Oil/Tire Rotation: $75 Diesel Oil/Tire Rotation: $60 There is not a unique CPO...
Forum - 08/16/2021
... vehicle is dealer owned that are not enrolled in the CTP program, they are not eligible for rental reimbursement rates. This was fresh on my mind because I just checked on it last week. Hope that helps a bit. ...
Email with this subject=== Technician and Service Advisor ID Number Validation in Global Warranty Management - 07/22/2021
... card, the Service Manager can enter his/her GMIN (example: Service Manager authorizes a Goodwill reimbursement for an incidental non-warranty expense). Our PDI manager writes all the PDI's, we have a used car person who writes up all the trades...
part cover under the bumper to bumper warranty - 07/29/2021
Customer got stranded to vehicle for repaiers in a shop paid for repiears whats remreimbursed
Forum - 04/07/2021
The 2021 Chevrolet Complete Care Guide shows a reimbursement of $100 for RPO l1B, 5.2L Diesel. You may submit an additional $10 payment for tire rotation on dual wheel trucks only.
Forum - 04/27/2021
... this recall, really not sure if that is correct. So I did not submit this recall. This customer has 2001 and this recall 14350D is for unintended ignition key rotation, customer does not have orignal keys and just wants these recall reminders ...
CAMARO ACCESSORY COLD AIR INTAKE KIT CLAIM - 10/28/2021
HiI have a claim here where the customer purchased this cold air intake kit and installed it. Per the letter that is attached it needs to be programmed. The customer can come in to the dealership to have it done since the cost of the programming...
Forum - 11/05/2021
... Maintenance services with the corresponding labor operation, description, and labor time for reimbursement....
Forum - 09/20/2021
While most customers readily provide their contact information - with privacy laws in place they are not required to share their address.
Forum - 04/26/2018
Customer authorization is required prior to work being performed. No exclusion for dealer owned inventory.
Forum - 05/31/2018
... if they are within specification before replacing them. If there is an obvious defect or if the customer squeals you can submit replacement with an explanation that the customer was dissatisfied with the prospect of machining. That is the way I alwa...
Forum - 05/31/2018
... and detailing what happened and why. (e.g. one component failed & took out another or the one customer concern is actually two unique failures). In some cases, it may be necessary to obtain additional clarification from the technician or the manager. The...
Dealertrack/Xtime---- a heads up - 06/15/2018
... Global the accepted page? Does yours show the 3 C's properlly?I found that it does not show the customer complaint in the proper box and puts in in the General Comments section. Ex: if I submit a maint claim in the complaint box it puts the Customer...
If you are removing the feature and completing the recall and the instructions are to reimburse the customer then just reimburse the customer. Unless you see something in the recall text (which I admittedly did not entirely read) that has an expiration...
PART WARRANTY - 02/24/2022
IF YOU ARE SUBMITTING A PART WARRANTY FOR THE SECOND TIME, IS LABOR PAID, OR IS THE CUSTOMER RESPONSIBLE FOR THE LABORFormat: Other
PART WARRANTY - 02/24/2022
IF YOU ARE SUBMITTING A PART WARRANTY FOR THE SECOND TIME, IS LABOR PAID, OR IS THE CUSTOMER RESPONSIBLE FOR THE LABORFormat: Other
Forum - 03/28/2022
... to all copies of the job card. Following closeout of the job card, a copy is to be given to the customer showing all repair information for both customer paid and warranty repairs. The closeout date and or completion date on the invoice must match the...
What Would You Do - 07/20 - 06/23/2020
... on a vehicle that was just out of warranty. The dealer completed the PET, charged the appropriate customer participation expense and submitted the transaction as a policy adjustment. Approximately 2,000 miles later the customer brought the vehicle...
Forum - 04/29/2020
Hi ewill3rd! Take a look at Global Message GCUS-9-9283 Helping Foster Customer Confidence During Vehicle Repairs and Updated Owner Messaging, dated 3/26/2020. It references the temporary shuttle coverage of shuttling a customer's vehicle to/from...
What Would You Do - 06/20 - 05/28/2020
... of additional seals. The completed PET included the labor and part to replace the component. The customer participation expense was approximately half of the repair total calculated at warranty rates. The warranty administrator submitted the...
Forum - 05/21/2020
The documentation requirements are of DTC's found during scan (present or history is what I ask mine to document), that would be there if customer comes in for MIL illumination
Forum - 03/24/2020
Recommend performing the open recall if approved by the customer, rather than providing the key through the parts department.
What Would You Do - 04/20 - 03/27/2020
... to be more cost effective. Management made the decision to order a replacement engine for customer satisfaction reasons. The owner was very dissatisfied that their 2018MY vehicle had a catastrophic failure and would not agree to a repair. The...
Forum - 09/04/2020
GM's policy regarding the customer signature is listed within Service P&P Article 6.2.2 Authorization to Perform Repairs. The customer signed job card authorizes the service department to perform requested repairs. The signature must be obtained...
Forum - 09/04/2020
This scenario usually happens when a customer brings it in for us to see what's wrong with the vehicle, and declines repairs.
Forum - 12/10/2020
CBG CPO Maintenance provides four different reimbursement rates, as follows: Dexos1 Oil/Tire Rotation: $35 ($50 for light duty vehicles with L83 or L86 engine) Synthetic Oil/Tire Rotation: $75 Diesel Oil/Tire Rotation: $60 There is not a unique CPO...
Forum - 08/16/2021
... vehicle is dealer owned that are not enrolled in the CTP program, they are not eligible for rental reimbursement rates. This was fresh on my mind because I just checked on it last week. Hope that helps a bit. ...
Email with this subject=== Technician and Service Advisor ID Number Validation in Global Warranty Management - 07/22/2021
... card, the Service Manager can enter his/her GMIN (example: Service Manager authorizes a Goodwill reimbursement for an incidental non-warranty expense). Our PDI manager writes all the PDI's, we have a used car person who writes up all the trades...
part cover under the bumper to bumper warranty - 07/29/2021
Customer got stranded to vehicle for repaiers in a shop paid for repiears whats remreimbursed
Forum - 04/07/2021
The 2021 Chevrolet Complete Care Guide shows a reimbursement of $100 for RPO l1B, 5.2L Diesel. You may submit an additional $10 payment for tire rotation on dual wheel trucks only.
Forum - 04/27/2021
... this recall, really not sure if that is correct. So I did not submit this recall. This customer has 2001 and this recall 14350D is for unintended ignition key rotation, customer does not have orignal keys and just wants these recall reminders ...
CAMARO ACCESSORY COLD AIR INTAKE KIT CLAIM - 10/28/2021
HiI have a claim here where the customer purchased this cold air intake kit and installed it. Per the letter that is attached it needs to be programmed. The customer can come in to the dealership to have it done since the cost of the programming...
Forum - 11/05/2021
... Maintenance services with the corresponding labor operation, description, and labor time for reimbursement....
Forum - 09/20/2021
While most customers readily provide their contact information - with privacy laws in place they are not required to share their address.
Forum - 04/26/2018
Customer authorization is required prior to work being performed. No exclusion for dealer owned inventory.
Forum - 05/31/2018
... if they are within specification before replacing them. If there is an obvious defect or if the customer squeals you can submit replacement with an explanation that the customer was dissatisfied with the prospect of machining. That is the way I alwa...
Forum - 05/31/2018
... and detailing what happened and why. (e.g. one component failed & took out another or the one customer concern is actually two unique failures). In some cases, it may be necessary to obtain additional clarification from the technician or the manager. The...
Dealertrack/Xtime---- a heads up - 06/15/2018
... Global the accepted page? Does yours show the 3 C's properlly?I found that it does not show the customer complaint in the proper box and puts in in the General Comments section. Ex: if I submit a maint claim in the complaint box it puts the Customer...
Forum - 05/11/2018
The service agent must handle the battery part warranty directly with the customer and the ACDelco Battery Distributor. Customer pay labor or internal, if the dealer so chooses.
Forum - 09/05/2018
... We have run across this issue before and had to do just that because you do not want to call a customer back up and tell them after you said it would be free to them that they now have to pay, especially when they assume that if the vehicle is still...
Forum - 08/08/2018
Thanks. I see what you're saying. The sublet says - "valve job - customer supplied parts - replaced valve and seals". We used labor operation 4080988 with no OLH.
Forum - 10/05/2018
It sounds like a customer pay issue as the TCM was not defective (and not replaced as an OTC part warranty).
Forum - 02/14/2019
... history for previous odometer readings, including abnormalities which may indicate that the customer/vehicle has relocated across the border. Canadian Customers Touring the US: check vehicle eligibility by reviewing IVH. Verify customer residency...
Forum - 03/19/2019
We have a used unit that we use for shuttle service. When I claim shuttle monies, I put the reimbursement to our used vehicle dept, flagging the stock # of the shuttle van. We use that money to maintain the unit
Forum - 02/22/2019
My question to you would be is it past 72,000 miles? Was it done after January 3rd this year? that may be why there is no reimbursement etc.
Forum - 10/25/2018
... GMC vehicles. The program enables the dealer to make the decision for a same day service loaner. Reimbursement when using a qualified CTP vehicle is $42/day or $21 for same day/partial day rentals. (Policies/rates are different for Cadillac dealers that...
Forum - 01/27/2020
Do we still have have to do a PET for reimbursement? If so what do we use as warranty end mileage & date? Thank you
Forum - 02/18/2020
I would think that if they could provide a receipt for the part purchase, they could. I would submit the reimbursement claim first, then perform the recall, to have gm part installed.
Forum - 10/10/2019
Thank you so much!!! We have probably turned a lot of customers down that we should have covered.
Forum - 10/02/2019
Okay so I'm assuming you mean this paragraph: "If a customer is outside the time and mileage parameters of a Special Coverage repair, the PET should be ran; however, GM states that regardless of the results, dealers should not charge...
Transportation damaged vehicle sold, awaiting parts - 11/06/2019
... marked up by carrier for damage and we ordered the plastic bumper cover. While awaiting parts, a customer 'had to have it' and sales sold it. We just got the bumper cover in and I am wondering if the delivery status is gonna kill this?I had 1, many years...
Forum - 12/11/2019
We are currently waiting on customer to bring it back in, and see how it flies (or falls)
What Would You Do - 01/20 - 01/03/2020
... is a 2019 Chevrolet Colorado. The repair history is as follows.Visit 1: On September 13 the customer brought their vehicle to the service department with a steering wheel inoperative concern. The technician found no function the right-side controls and...
Forum - 08/06/2019
IT IS THE CUSTOMER'S RESPONSIBILTY TO PAY TO HAVE THE ACCESSORIES REMOVED TO GAIN ACCESS TO THE GM PART THAT FAILED AND IS STILL UNDER WARRANTY
Forum - 06/20/2019
I had a reject yesterday on floor man reimbursement excessive net item. I called DBC and that has been corrected it paid today abd then i was able to submit for recall after that.
Forum - 09/10/2019
... the Courtesy Transportation Program Guide. An example from the guide for situations when the reimbursement rate may be reduced: If a dealer does not have the minimum number of vehicles reported into the CTP program at all times, the reimbursement...
Forum - 09/03/2019
The additional $10 reimbursement for tire rotations involving dual-wheel vehicles is noted in both the 2018 and 2019 Chevrolet Complete Care Maintenance Program Guidelines (available within the Warranty Administration Resource Center in GlobalConnect...
Forum - 05/30/2019
... in a couple days ago, and once we do that inspection, I will close them and claim any floor plan reimbursement for passing units. Any that fail the 2nd inspection, will go back into quarantine until parts become available, but no open tickets on the...
Forum - 05/03/2019
We don't. Even though i guess we could we would rather loose a little time than loose a customer over 15-30 minutes labor.
What Would You Do - 05/19 - 04/22/2019
... that the technician had noted a TAC case number on the hard copy. TAC comments stated that the customer complaint of the four wheel drive not disengaging is due to the gear ratio concern with different tires-front and rear. The customer will be required...
Forum - 04/23/2019
... vettes you barely get anything parts or labor. Since it is warranty does not effect labor on the customer pay side. This is one of those deals it is what it is! If you come close to break even and keep the customers it is a win....
Forum - 04/02/2019
I would love to find out about increasing maintenance reimbursements, especially on Corvettes! We used to write the difference off to the advertising account as well and was told by the corporate office we could not do that. So since...
Forum - 05/21/2019
... is an opportunity for GM to extend "goodwill" to the owner through a discount toward customer pay services, such as maintenance, repairs, or accessories. Unless you are possibly referring to offering a reimbursement for an out of...
The service agent must handle the battery part warranty directly with the customer and the ACDelco Battery Distributor. Customer pay labor or internal, if the dealer so chooses.
Forum - 09/05/2018
... We have run across this issue before and had to do just that because you do not want to call a customer back up and tell them after you said it would be free to them that they now have to pay, especially when they assume that if the vehicle is still...
Forum - 08/08/2018
Thanks. I see what you're saying. The sublet says - "valve job - customer supplied parts - replaced valve and seals". We used labor operation 4080988 with no OLH.
Forum - 10/05/2018
It sounds like a customer pay issue as the TCM was not defective (and not replaced as an OTC part warranty).
Forum - 02/14/2019
... history for previous odometer readings, including abnormalities which may indicate that the customer/vehicle has relocated across the border. Canadian Customers Touring the US: check vehicle eligibility by reviewing IVH. Verify customer residency...
Forum - 03/19/2019
We have a used unit that we use for shuttle service. When I claim shuttle monies, I put the reimbursement to our used vehicle dept, flagging the stock # of the shuttle van. We use that money to maintain the unit
Forum - 02/22/2019
My question to you would be is it past 72,000 miles? Was it done after January 3rd this year? that may be why there is no reimbursement etc.
Forum - 10/25/2018
... GMC vehicles. The program enables the dealer to make the decision for a same day service loaner. Reimbursement when using a qualified CTP vehicle is $42/day or $21 for same day/partial day rentals. (Policies/rates are different for Cadillac dealers that...
Forum - 01/27/2020
Do we still have have to do a PET for reimbursement? If so what do we use as warranty end mileage & date? Thank you
Forum - 02/18/2020
I would think that if they could provide a receipt for the part purchase, they could. I would submit the reimbursement claim first, then perform the recall, to have gm part installed.
Forum - 10/10/2019
Thank you so much!!! We have probably turned a lot of customers down that we should have covered.
Forum - 10/02/2019
Okay so I'm assuming you mean this paragraph: "If a customer is outside the time and mileage parameters of a Special Coverage repair, the PET should be ran; however, GM states that regardless of the results, dealers should not charge...
Transportation damaged vehicle sold, awaiting parts - 11/06/2019
... marked up by carrier for damage and we ordered the plastic bumper cover. While awaiting parts, a customer 'had to have it' and sales sold it. We just got the bumper cover in and I am wondering if the delivery status is gonna kill this?I had 1, many years...
Forum - 12/11/2019
We are currently waiting on customer to bring it back in, and see how it flies (or falls)
What Would You Do - 01/20 - 01/03/2020
... is a 2019 Chevrolet Colorado. The repair history is as follows.Visit 1: On September 13 the customer brought their vehicle to the service department with a steering wheel inoperative concern. The technician found no function the right-side controls and...
Forum - 08/06/2019
IT IS THE CUSTOMER'S RESPONSIBILTY TO PAY TO HAVE THE ACCESSORIES REMOVED TO GAIN ACCESS TO THE GM PART THAT FAILED AND IS STILL UNDER WARRANTY
Forum - 06/20/2019
I had a reject yesterday on floor man reimbursement excessive net item. I called DBC and that has been corrected it paid today abd then i was able to submit for recall after that.
Forum - 09/10/2019
... the Courtesy Transportation Program Guide. An example from the guide for situations when the reimbursement rate may be reduced: If a dealer does not have the minimum number of vehicles reported into the CTP program at all times, the reimbursement...
Forum - 09/03/2019
The additional $10 reimbursement for tire rotations involving dual-wheel vehicles is noted in both the 2018 and 2019 Chevrolet Complete Care Maintenance Program Guidelines (available within the Warranty Administration Resource Center in GlobalConnect...
Forum - 05/30/2019
... in a couple days ago, and once we do that inspection, I will close them and claim any floor plan reimbursement for passing units. Any that fail the 2nd inspection, will go back into quarantine until parts become available, but no open tickets on the...
Forum - 05/03/2019
We don't. Even though i guess we could we would rather loose a little time than loose a customer over 15-30 minutes labor.
What Would You Do - 05/19 - 04/22/2019
... that the technician had noted a TAC case number on the hard copy. TAC comments stated that the customer complaint of the four wheel drive not disengaging is due to the gear ratio concern with different tires-front and rear. The customer will be required...
Forum - 04/23/2019
... vettes you barely get anything parts or labor. Since it is warranty does not effect labor on the customer pay side. This is one of those deals it is what it is! If you come close to break even and keep the customers it is a win....
Forum - 04/02/2019
I would love to find out about increasing maintenance reimbursements, especially on Corvettes! We used to write the difference off to the advertising account as well and was told by the corporate office we could not do that. So since...
Forum - 05/21/2019
... is an opportunity for GM to extend "goodwill" to the owner through a discount toward customer pay services, such as maintenance, repairs, or accessories. Unless you are possibly referring to offering a reimbursement for an out of...
Forum - 04/26/2019
Since the customer is not deviating from their original concern, I would not consider this case to be an add on. (It is the same concern as originally expressed by the customer at time of write up).
Forum - 03/22/2019
I ran into this myself recently, the explanation I received is you can only process a reimbursement for a repair that was performed before the special coverage letter was released. Once the special coverage letter is released it will only be paid if ...
Out of Warranty - 11/21/2022
... for a vehicle that is out of warranty. When service advisors create a job card for a customer’s vehicle, they need to know if the work needed is covered under warranty or will be a customer pay repair. The first step in verifying warranty...
Reject of the Month - September 2022 - 08/22/2022
... noted “possible warranty” at write up as the battery had previously been replaced, customer pay. The technician tested the battery with the GR8 and found the battery to have failed. The failure code was documented on the hard copy and...
September 2022 Recall Update - 08/22/2022
... or module as necessary. Involved vehicles are covered for a period of 15 years/200,000 miles. Customer Satisfaction Recall N212354524 Heated Vented Seats Retrofit Due to Chip Shortage: The recall addresses the industry wide semiconductor shortage and...
Tips from a Mail Out Review - 08/22/2022
... PRIOR to work performed. The add on line must be added to the FRONT of the job card with all other customer concerns. The line may be added by the service manager, service advisor, or any non-technical service department employee. The customer must be...
Bolt High Voltage Batteries - 09/26/2022
... aware that the replacement battery came with an 8 year/100,000-mile limited part warranty. If the customer returns to the dealership for the new advanced diagnostic software update or for a full EV battery pack replacement to close the recall, dealers...
Job Card Reprints - 09/26/2022
In those instances where a tablet is not being used to create a job card, the shop/hard copy is the copy the customer signs to authorize the repairs that will be made to their vehicle. This copy will be requested in an audit situation, and also, possibly...
Courtesy Transportation - 10/26/2021
... and a half, including the CTP/CTA Program, the addition of U-Courtesy to the CTP/CTA Program, reimbursement allowances for car/ride sharing, and Hertz Corporations support of GM’s rental allowances. If the dealer is unsuccessful in securing a rental...
Used Courtesy Program - 12/01/2021
... (e.g. Hertz/Enterprise) units are strictly forbidden. These units are not eligible for warranty reimbursement under the U-Courtesy Program. Reference GCUS-9-12162 ...
Empowerment: - 12/01/2021
The Dealer Empowerment for Goodwill, Customer Enthusiasm, and Policy Bulletin, 11-00-89-005S has been updated to reflect the latest Goodwill tool changes. Effective November 5, My GM Rewards Points has been added to the suite of Goodwill Tools....
Missed Revenue - 05/25/2022
... to expect that the parts department will always have the part the technician needs to repair your customer’s vehicle. In order to expedite the process, and correct your customer’s warranty concerns, GM provides dealers with the option of...
Warranty Parts Expediting - 05/25/2022
... the part number(s) of the expedited part(s) in comments. For parts obtained from GM through Customer Special Order-3 (CSO-3) shipping, GM will reimburse the actual CSO-3 shipping charges. Shipping charges are also claimed in Net Item/Parts Expediting....
Warranty Completion Date - 06/20/2022
... for warranty repairs. With part availability still an issue, it can be easier than ever for a customer to qualify for a repurchase/buyback in situations where the job card is held open when parts are ordered. This scenario can lead to a variety of problems,...
Sublet Body Repair - 03/28/2022
... repairs. Calculate the repair total using your approved warranty labor rate to determine the reimbursement amount. That amount is the maximum that the sublet shop can charge for the repairs. GM will not reimburse for an amount that exceeds the...
Core Return Policies - 04/26/2022
... parts must be returned within 30 days to receive core credit. Dealerships must submit for reimbursement for core parts returned to the WPC. Core charges WILL NOT be automatically credited. Submit the actual core part allowance in the Freight &...
Lockable Safe in Center Console - 01/09/2024
Customer has a 500 mile GMC 3500 Denali Ultimate with the dealer installed center console lockable safe. This has a 4 digit combo lock on it. Customer set combo as per instructions, then tested with door open. Combo worked so he closed and locked it. ...
Transmission Flush - 01/25/2024
I have a claim where the customer complained about transmission issues-transmission shifting erractically/jerking technician found the transmission fluid degraded and did a transmission flush and changed the filter. I know there is a bulletin that covers...
Forum - 10/31/2023
Yes that is the LOP I I will use but the part was only ordered on this ro. The part had to be ordered and the customer will return to have the part replaced. Since I have so many hours on this one I am wondering if I should be claiming some time on the...
LPO INSTALLATION TIME AND MILEAGE LIMITS - 11/22/2023
... Some of the LPO accessories had not arrived when the vehicle was at the dealership and the customer took delivery knowing that the accessories were not here yet. The customer has taken a long time to return to have then installed-we are talking months...
Accessories - 12/26/2023
... The labor code associated with the program is 0602511, transaction type ZSSP with a maximum reimbursement of $500 per claim/vehicle. Dealers may claim the removal credit up to 12 times per calendar year on 12 unique VINs. Reference: GCUS-9-15357...
GM Accessories Employee Discount Program - 01/29/2024
... of the purchased accessories The VIN and current odometer mileage should be obtained from the customer at the time of accessories purchase for input when submitting the claim for reimbursement. Separate the above values with commas, no spaces or non-alpha...
Hummer EV 37" Tire Calibration - 02/26/2024
... maintain accurate readings. A tire no larger than 37”x12.5” is recommended. Techline Customer Support Center must be contacted for programming requirements and instructions. The labor for download and reflash of the module is to be charged...
Continental Tire Recall - 10/26/2023
... detail on how to identify a recall tire, how to replace the tire, return of recall tire, and reimbursement. ...
Job Card Systems - 09/25/2023
... turn it in. Whether your dealership prints the job card or not, it must be signed by the customer at time of job card write up giving their authorization to repair their vehicle. If printed, the customer signs the job card. If not printed, they...
Since the customer is not deviating from their original concern, I would not consider this case to be an add on. (It is the same concern as originally expressed by the customer at time of write up).
Forum - 03/22/2019
I ran into this myself recently, the explanation I received is you can only process a reimbursement for a repair that was performed before the special coverage letter was released. Once the special coverage letter is released it will only be paid if ...
Out of Warranty - 11/21/2022
... for a vehicle that is out of warranty. When service advisors create a job card for a customer’s vehicle, they need to know if the work needed is covered under warranty or will be a customer pay repair. The first step in verifying warranty...
Reject of the Month - September 2022 - 08/22/2022
... noted “possible warranty” at write up as the battery had previously been replaced, customer pay. The technician tested the battery with the GR8 and found the battery to have failed. The failure code was documented on the hard copy and...
September 2022 Recall Update - 08/22/2022
... or module as necessary. Involved vehicles are covered for a period of 15 years/200,000 miles. Customer Satisfaction Recall N212354524 Heated Vented Seats Retrofit Due to Chip Shortage: The recall addresses the industry wide semiconductor shortage and...
Tips from a Mail Out Review - 08/22/2022
... PRIOR to work performed. The add on line must be added to the FRONT of the job card with all other customer concerns. The line may be added by the service manager, service advisor, or any non-technical service department employee. The customer must be...
Bolt High Voltage Batteries - 09/26/2022
... aware that the replacement battery came with an 8 year/100,000-mile limited part warranty. If the customer returns to the dealership for the new advanced diagnostic software update or for a full EV battery pack replacement to close the recall, dealers...
Job Card Reprints - 09/26/2022
In those instances where a tablet is not being used to create a job card, the shop/hard copy is the copy the customer signs to authorize the repairs that will be made to their vehicle. This copy will be requested in an audit situation, and also, possibly...
Courtesy Transportation - 10/26/2021
... and a half, including the CTP/CTA Program, the addition of U-Courtesy to the CTP/CTA Program, reimbursement allowances for car/ride sharing, and Hertz Corporations support of GM’s rental allowances. If the dealer is unsuccessful in securing a rental...
Used Courtesy Program - 12/01/2021
... (e.g. Hertz/Enterprise) units are strictly forbidden. These units are not eligible for warranty reimbursement under the U-Courtesy Program. Reference GCUS-9-12162 ...
Empowerment: - 12/01/2021
The Dealer Empowerment for Goodwill, Customer Enthusiasm, and Policy Bulletin, 11-00-89-005S has been updated to reflect the latest Goodwill tool changes. Effective November 5, My GM Rewards Points has been added to the suite of Goodwill Tools....
Missed Revenue - 05/25/2022
... to expect that the parts department will always have the part the technician needs to repair your customer’s vehicle. In order to expedite the process, and correct your customer’s warranty concerns, GM provides dealers with the option of...
Warranty Parts Expediting - 05/25/2022
... the part number(s) of the expedited part(s) in comments. For parts obtained from GM through Customer Special Order-3 (CSO-3) shipping, GM will reimburse the actual CSO-3 shipping charges. Shipping charges are also claimed in Net Item/Parts Expediting....
Warranty Completion Date - 06/20/2022
... for warranty repairs. With part availability still an issue, it can be easier than ever for a customer to qualify for a repurchase/buyback in situations where the job card is held open when parts are ordered. This scenario can lead to a variety of problems,...
Sublet Body Repair - 03/28/2022
... repairs. Calculate the repair total using your approved warranty labor rate to determine the reimbursement amount. That amount is the maximum that the sublet shop can charge for the repairs. GM will not reimburse for an amount that exceeds the...
Core Return Policies - 04/26/2022
... parts must be returned within 30 days to receive core credit. Dealerships must submit for reimbursement for core parts returned to the WPC. Core charges WILL NOT be automatically credited. Submit the actual core part allowance in the Freight &...
Lockable Safe in Center Console - 01/09/2024
Customer has a 500 mile GMC 3500 Denali Ultimate with the dealer installed center console lockable safe. This has a 4 digit combo lock on it. Customer set combo as per instructions, then tested with door open. Combo worked so he closed and locked it. ...
Transmission Flush - 01/25/2024
I have a claim where the customer complained about transmission issues-transmission shifting erractically/jerking technician found the transmission fluid degraded and did a transmission flush and changed the filter. I know there is a bulletin that covers...
Forum - 10/31/2023
Yes that is the LOP I I will use but the part was only ordered on this ro. The part had to be ordered and the customer will return to have the part replaced. Since I have so many hours on this one I am wondering if I should be claiming some time on the...
LPO INSTALLATION TIME AND MILEAGE LIMITS - 11/22/2023
... Some of the LPO accessories had not arrived when the vehicle was at the dealership and the customer took delivery knowing that the accessories were not here yet. The customer has taken a long time to return to have then installed-we are talking months...
Accessories - 12/26/2023
... The labor code associated with the program is 0602511, transaction type ZSSP with a maximum reimbursement of $500 per claim/vehicle. Dealers may claim the removal credit up to 12 times per calendar year on 12 unique VINs. Reference: GCUS-9-15357...
GM Accessories Employee Discount Program - 01/29/2024
... of the purchased accessories The VIN and current odometer mileage should be obtained from the customer at the time of accessories purchase for input when submitting the claim for reimbursement. Separate the above values with commas, no spaces or non-alpha...
Hummer EV 37" Tire Calibration - 02/26/2024
... maintain accurate readings. A tire no larger than 37”x12.5” is recommended. Techline Customer Support Center must be contacted for programming requirements and instructions. The labor for download and reflash of the module is to be charged...
Continental Tire Recall - 10/26/2023
... detail on how to identify a recall tire, how to replace the tire, return of recall tire, and reimbursement. ...
Job Card Systems - 09/25/2023
... turn it in. Whether your dealership prints the job card or not, it must be signed by the customer at time of job card write up giving their authorization to repair their vehicle. If printed, the customer signs the job card. If not printed, they...
3rd Party Rentals - 09/25/2023
... Transportation Program, or opted out of the CTP, may choose to get a rental vehicle for their customer from a 3rd party rental agency. Only the Hertz Corporation will honor GM’s rental rates set forth in the program guidelines. For many dealers,...
New Vehicle Tire Warranty Program - 11/29/2023
... be calculated before determining the prorated amount). Labor charges are not to be assessed to the customer for the tire replacement. GM covers 100% of the labor cost for tires replaced under the B2B warranty. Refer to the labor operation in the LTG...
Payment for Sublet Repairs - 05/23/2023
Sublet repair reimbursement is limited to the lower of the actual sublet invoice or Service Agent’s comparable allowance, calculated at Service Agent parts and labor rates and published GM labor time.
Towing - 07/25/2023
... period, towing will be covered, when necessary. GM Roadside Assistance is encouraged to facilitate customer towing needs, however, depending on the dealership location, there may be situations where there is no local tow company that has signed up to...
ZPTI Part Warranty Exceptions - 07/25/2023
Most GM and ACDelco parts sold and installed on a customer’s vehicle have a warranty of 24 months, unlimited mileage. There are some parts that have a lesser warranty and some that have a greater warranty, but the majority of GM and ACDelco parts...
August 2019 Recall Update - 07/30/2019
... specifications. Lower control arms that do not pass gauge inspection will be replaced. Customer Satisfaction Recall N192209920: Forward Auto Braking in Owner Manual: Certain 2017-18 Chevrolet Silverado 2500/3500 and GMC Sierra 2500/3500 trucks...
Profit Source - 03/27/2019
Uber and Lyft, as well as delivery service drivers, use their vehicles six times as much as a typical service customer. Dealers that are looking to increase service business and loyalty are tapping the ride-hailing service potential. A typical dealership...
Why Technicians Leave - 03/27/2019
Dissatisfaction with flat rate pay plans, reduced automaker reimbursements for warranty work, limited opportunities for advancement, and desire for a more predictable workweek are some of the factors that service technicians state when deciding to leave...
Core Parts - 05/29/2019
... transaction payment. Core charges are not automatically credited, the dealer must submit for core reimbursement using the GWM system for any core part sent to the WPC. Adjust the original accepted transaction to submit the core part allowance in the...
Authorization Updates - 01/21/2019
... to be required for items that require approval prior to the repair, including the following: customer signature not available, warranty on dealer owned inventory, and add on operations. Authorizations that are required at the time of transaction...
Missing Radio Programming Steps - 02/21/2019
GM recently reported in GCUS-9-7288 that they have received customer comments of radio related performance issues, and in review of those concerns, they identified that some technicians are not following published radio programming procedures. These procedures...
Comeback Prevention - 02/21/2019
The Comeback Concern Verification Sheets (CCVS) should be used on the first visit when the customer has a complicated, difficult, or intermittent condition or concern.
2020 Chevrolet Complete Care Maintenance - 02/27/2020
... are eligible for only one maintenance event. Another notable addition to the program is the reimbursement for the LM2 engine with ACDelco dexosD 0W20 (5W20) for the diesel 3.0L engine....
Reject of the Month - 01/03/2020
... documentation and the reasonableness of the time claimed. 3 C’s: The details of the customer’s concern, the technician’s documentation of the cause of failure (including on-board diagnostic trouble codes, test equipment readings,...
When Not to Add a Warranty Line - 07/30/2019
... as well, depending on the labor operation and part cost. If a part fails upon installation in a customer pay repair situation, a line is added to submit for warranty reimbursement as a parts warranty with transaction type ZPTI. This is explained in the...
October 2019 Recall Update - 09/24/2019
... for a period of 10 years/150,000 miles or 10 years/120,000 miles, depending on the model. Customer Satisfaction Recall N192219510: Rear Brake Pipe Protective Sleeve: Approximately 170 Chevrolet Silverado 1500 and GMC Sierra 1500 trucks are included...
Strategy Based Diagnostics - 08/27/2019
... diagnostic situation. While the first step of the process should be to understand and verify the customer’s concern and the final step to repair and verify the fix, there isn’t a requirement to complete every step in order. The steps associated...
Parts Department and Warranty Compliance - 07/30/2020
... shipping GM parts not in the dealer’s inventory. This program is intended to increase customer satisfaction and is only applicable during the New Vehicle Limited Warranty period. Parts expediting is not eligible for dealership owned vehicles or...
Reject of the Month - August 2020 - 07/30/2020
Error 803: The number of days and distance exceeds the vehicle warranty limits. Error 086: Excessive customer participation amount. Error 243: Reject 086 cannot be authorized and must be corrected. A dealer performed a condenser replacement on a 2017...
Corvette Maintenance - 08/25/2020
... tire rotation, and transmission canister filter change and transmission fluid top-off. Dealer reimbursement for the one-time service is $205 using labor operation 0600723....
Courtesy Transportation - 10/27/2020
The maximum vehicle rental reimbursement period is 7 days. Rentals in excess of 7 days require pre-authorization via the Dealer Empowerment Portal prior to transaction submission. Pre-authorization requests must be submitted by day 8 of the rental, with...
Scheduled Maintenance - 11/25/2020
In October, GM announced that the Chevrolet Complete Care Maintenance Program increased the reimbursement amount on the Chevrolet Corvette. The amount has been increased from $205 to $245. The increase takes into consideration the additional labor necessary...
Accessories: LPO, ACO, and IBP - 11/25/2020
... type ZPDI. ACO accessories, those accessories that are either added by the dealership, the customer wants accessories at the time of the vehicle sale, or down the road the customer chooses to purchase a GM accessory, have a warranty that is the balance...
Battery Notes - 11/25/2020
... miles, whichever is greater. Batteries purchased as a retail transaction by the customer are covered under the terms of the ACDelco battery warranty. OE Batteries that fail during the New Vehicle B2B Limited Warranty should be replaced using...
Policy Evaluation Tool - 08/30/2021
An engine component was replaced as a Policy Decision for a customer that was outside of warranty by a few hundred miles, but within warranty by time. The dealer performed the Policy Evaluation Tool (PET) within the Aftersales Empowerment Portal in GlobalConnect....
... Transportation Program, or opted out of the CTP, may choose to get a rental vehicle for their customer from a 3rd party rental agency. Only the Hertz Corporation will honor GM’s rental rates set forth in the program guidelines. For many dealers,...
New Vehicle Tire Warranty Program - 11/29/2023
... be calculated before determining the prorated amount). Labor charges are not to be assessed to the customer for the tire replacement. GM covers 100% of the labor cost for tires replaced under the B2B warranty. Refer to the labor operation in the LTG...
Payment for Sublet Repairs - 05/23/2023
Sublet repair reimbursement is limited to the lower of the actual sublet invoice or Service Agent’s comparable allowance, calculated at Service Agent parts and labor rates and published GM labor time.
Towing - 07/25/2023
... period, towing will be covered, when necessary. GM Roadside Assistance is encouraged to facilitate customer towing needs, however, depending on the dealership location, there may be situations where there is no local tow company that has signed up to...
ZPTI Part Warranty Exceptions - 07/25/2023
Most GM and ACDelco parts sold and installed on a customer’s vehicle have a warranty of 24 months, unlimited mileage. There are some parts that have a lesser warranty and some that have a greater warranty, but the majority of GM and ACDelco parts...
August 2019 Recall Update - 07/30/2019
... specifications. Lower control arms that do not pass gauge inspection will be replaced. Customer Satisfaction Recall N192209920: Forward Auto Braking in Owner Manual: Certain 2017-18 Chevrolet Silverado 2500/3500 and GMC Sierra 2500/3500 trucks...
Profit Source - 03/27/2019
Uber and Lyft, as well as delivery service drivers, use their vehicles six times as much as a typical service customer. Dealers that are looking to increase service business and loyalty are tapping the ride-hailing service potential. A typical dealership...
Why Technicians Leave - 03/27/2019
Dissatisfaction with flat rate pay plans, reduced automaker reimbursements for warranty work, limited opportunities for advancement, and desire for a more predictable workweek are some of the factors that service technicians state when deciding to leave...
Core Parts - 05/29/2019
... transaction payment. Core charges are not automatically credited, the dealer must submit for core reimbursement using the GWM system for any core part sent to the WPC. Adjust the original accepted transaction to submit the core part allowance in the...
Authorization Updates - 01/21/2019
... to be required for items that require approval prior to the repair, including the following: customer signature not available, warranty on dealer owned inventory, and add on operations. Authorizations that are required at the time of transaction...
Missing Radio Programming Steps - 02/21/2019
GM recently reported in GCUS-9-7288 that they have received customer comments of radio related performance issues, and in review of those concerns, they identified that some technicians are not following published radio programming procedures. These procedures...
Comeback Prevention - 02/21/2019
The Comeback Concern Verification Sheets (CCVS) should be used on the first visit when the customer has a complicated, difficult, or intermittent condition or concern.
2020 Chevrolet Complete Care Maintenance - 02/27/2020
... are eligible for only one maintenance event. Another notable addition to the program is the reimbursement for the LM2 engine with ACDelco dexosD 0W20 (5W20) for the diesel 3.0L engine....
Reject of the Month - 01/03/2020
... documentation and the reasonableness of the time claimed. 3 C’s: The details of the customer’s concern, the technician’s documentation of the cause of failure (including on-board diagnostic trouble codes, test equipment readings,...
When Not to Add a Warranty Line - 07/30/2019
... as well, depending on the labor operation and part cost. If a part fails upon installation in a customer pay repair situation, a line is added to submit for warranty reimbursement as a parts warranty with transaction type ZPTI. This is explained in the...
October 2019 Recall Update - 09/24/2019
... for a period of 10 years/150,000 miles or 10 years/120,000 miles, depending on the model. Customer Satisfaction Recall N192219510: Rear Brake Pipe Protective Sleeve: Approximately 170 Chevrolet Silverado 1500 and GMC Sierra 1500 trucks are included...
Strategy Based Diagnostics - 08/27/2019
... diagnostic situation. While the first step of the process should be to understand and verify the customer’s concern and the final step to repair and verify the fix, there isn’t a requirement to complete every step in order. The steps associated...
Parts Department and Warranty Compliance - 07/30/2020
... shipping GM parts not in the dealer’s inventory. This program is intended to increase customer satisfaction and is only applicable during the New Vehicle Limited Warranty period. Parts expediting is not eligible for dealership owned vehicles or...
Reject of the Month - August 2020 - 07/30/2020
Error 803: The number of days and distance exceeds the vehicle warranty limits. Error 086: Excessive customer participation amount. Error 243: Reject 086 cannot be authorized and must be corrected. A dealer performed a condenser replacement on a 2017...
Corvette Maintenance - 08/25/2020
... tire rotation, and transmission canister filter change and transmission fluid top-off. Dealer reimbursement for the one-time service is $205 using labor operation 0600723....
Courtesy Transportation - 10/27/2020
The maximum vehicle rental reimbursement period is 7 days. Rentals in excess of 7 days require pre-authorization via the Dealer Empowerment Portal prior to transaction submission. Pre-authorization requests must be submitted by day 8 of the rental, with...
Scheduled Maintenance - 11/25/2020
In October, GM announced that the Chevrolet Complete Care Maintenance Program increased the reimbursement amount on the Chevrolet Corvette. The amount has been increased from $205 to $245. The increase takes into consideration the additional labor necessary...
Accessories: LPO, ACO, and IBP - 11/25/2020
... type ZPDI. ACO accessories, those accessories that are either added by the dealership, the customer wants accessories at the time of the vehicle sale, or down the road the customer chooses to purchase a GM accessory, have a warranty that is the balance...
Battery Notes - 11/25/2020
... miles, whichever is greater. Batteries purchased as a retail transaction by the customer are covered under the terms of the ACDelco battery warranty. OE Batteries that fail during the New Vehicle B2B Limited Warranty should be replaced using...
Policy Evaluation Tool - 08/30/2021
An engine component was replaced as a Policy Decision for a customer that was outside of warranty by a few hundred miles, but within warranty by time. The dealer performed the Policy Evaluation Tool (PET) within the Aftersales Empowerment Portal in GlobalConnect....
GM Mail Out Reviews - 06/29/2021
... management verification and authorization was documented on 6/23/2021 at 10:25 am at the same time customer permission was indicated. The technician replaced the center console cupholder to correct the customer’s concern. Time punch documentation...
May 2021 Recall Update - 04/29/2021
... Recall N202313000-01 Third Row Seat Belt Damage: The revised bulletin includes a copy of the customer letter. The recall involves certain 2021 Cadillac Escalade, Escalade ESV, Chevrolet Suburban, Tahoe, GMC Yukon, and Yukon XL vehicles. Dealers are instructed...
February 2021 Recall Update - 01/27/2021
... updated shift-point calibration software. Evidence of the condition must be provided by the customer, DTC, photo, or video. A copy of the evidence must be filed with the warranty claim. The condition affects approximately 22,000 vehicles with coverage...
May 2014 Recall Update - 05/09/2014
Customer Satisfaction Program 12050B: Rear Axle Grinding Noise, Vibration: The recall has been updated to extend the expiration date for the bulletin to April 30, 2015. The recall addresses a condition in which the rear axle right-hand side bearing adjuster ...
Policy Decisions - 02/27/2014
... a Completed status, click on the Completed link to view the data in Excel format. A benchmark for Customer Participation is, on average, 25% or more. If the Participation Calculator is used with every Policy Decision the percentage will most likely be...
2014 Equinox and Terrain - 10/01/2013
The rear seat floor filler trim panel forward of the rear cargo floor area has been removed. Customers should be advised that no repairs are required as a result of this issue. The trim panel was removed as part of a standard equipment change. PI1023A...
Recall Repairs - 01/21/2015
... yet to be repaired in the U.S. GM has sent letters and emails, as well as attempting to reach customers through non-traditional methods, Facebook and Roku. A $25 gift card incentive was also offered to those that brought their vehicle into the...
Courtesy Transportation Requirements - 12/19/2014
... GM brands and specific segments within brands and to be current or within the past one model year. Reimbursement will not be provided for non-GM brands on or after January 1. ...
February 2015 Recall Update - 01/21/2015
... to inspect the storage bin and install a reinforcement latch plate bracket, if necessary. Customer Satisfaction Program 13322: Navigation Radio Loss of Customer Settings: Approximately 125,000 vehicles are involved in this recall that addresses...
Recall Status: Incomplete Remedy Not Yet Available - 10/03/2014
Recall Status: Incomplete Remedy Not Yet Available: In mid-August this year, the customer recall VIN look-up portion of the Early Warning Reporting, Foreign Defect Reporting and Motor Vehicle and Equipment Recall Regulation went into effect. In order...
Major Assembly Replacement Submission Guidelines - 04/28/2015
... a parts department printout may be used instead of this form as long as the printout shows the customer's name and address, and the parts are itemized with number, cost, and quantity (handwritten information is not acceptable), listing both the replacement...
November 2015 Recall Update - 10/23/2015
... Fires: The bulletin has been updated to reflect a revision to the service procedure and the customer letter. Models involved include the 2013-2016 Cadillac ATS sedan. To correct the condition dealers are to reprogram the Electronic Climate Control (ECC)...
2016 Volt Windshield - 10/23/2015
... Damage to the windshield is not considered a warranty item and is not to be submitted for reimbursement. ...
Preliminary Takata Airbag Recall - 07/28/2016
... has been loaded for affected VINs, the recall status will be listed in IVH as "Prelim Recall - No Customer Action Req'd." Dealers may accept vehicles covered by the preliminary recall and may resell the vehicles also, but the existence of the preliminary...
Parts Expediting - 04/08/2016
Service agents are reimbursed for the expenses incurred for expediting GM parts that are locally obtained. The reimbursement only applies to parts that are expedited for warranty repairs and is not eligible on service agent owned vehicles. No additional...
Paint Warranty Claims - 04/08/2016
... the total repair in the sublet net item field is not allowed. Sublet invoices are to contain the customer name, VIN, date of repair, and a complete description of repairs performed. A copy of the sublet invoice must be attached to the job card and be...
Bluetooth Calls When Using An iPhone - 02/02/2016
Customers with an iPhone have voiced complaints that when their phone is paired with their vehicle and they are listening to their radio. If they either initiate or receive a Bluetooth(r) call, the infotainment system will not return to the radio station ...
Certified Pre-Owned - 01/11/2016
... 6.2L engines have a 0W20 oil specification. These vehicles were previously covered under the $35 reimbursement level. Effective in December, these vehicles are reimbursed at a $50 level. ...
Transaction Submission Time Limit Update - 12/01/2015
... 180 days of repair completion date for job cards opened on or after 11/1/15.There will be no reimbursement for transactions that exceed the 180 day limit. ...
Core Charges - 01/23/2017
Service agents must submit for the reimbursement of core charges in the freight and postage field of the net items section of the transaction. Select “core” from the drop down box. The core exchange value documentation must be printed and...
February 2017 Recall Update - 01/23/2017
... and Vapor Leaks: The bulletin has been updated to include a revision to the parts, warranty, and customer information sections. The special coverage affects certain 2007-2009 Cadillac XLR and 2007-2013 Chevrolet Corvette vehicles for a period of 10 years...
Engineering Information (EI) Process - 01/23/2017
... for the EI will be flagged with a PIE number in IVH. If the flagged EI is not the same as the customer’s concern, no further action is required. An EI is not required to be performed on a vehicle unless it matches the customer concern. A unique...
October 2017 Recall Update - 09/27/2017
... service procedure section. The recall applies to certain 2016-2017 Chevrolet Spark vehicles. Customer Satisfaction Program 17297: High Voltage Battery Pack Low Cell: Low voltage within the cells of the battery pack of certain 2017 Chevrolet Bolt...
Coolant and Recall 18138 - 06/25/2018
... PET is to be used once a determination has been made that a policy decision is appropriate for a customer’s out of warranty repair or whenever the customer has requested assistance with an out of warranty repair. The PET will provide the applicable...
Top 10 Warranty Deviations (That Can Lead to a Chargeback) - 06/25/2018
... sees most often as non-compliant when they look at dealership’s warranty job cards. 1. No customer signature. If service advisors fail to get the customer’s signature at write up, service management must sign, date, time, and explain on the...
... management verification and authorization was documented on 6/23/2021 at 10:25 am at the same time customer permission was indicated. The technician replaced the center console cupholder to correct the customer’s concern. Time punch documentation...
May 2021 Recall Update - 04/29/2021
... Recall N202313000-01 Third Row Seat Belt Damage: The revised bulletin includes a copy of the customer letter. The recall involves certain 2021 Cadillac Escalade, Escalade ESV, Chevrolet Suburban, Tahoe, GMC Yukon, and Yukon XL vehicles. Dealers are instructed...
February 2021 Recall Update - 01/27/2021
... updated shift-point calibration software. Evidence of the condition must be provided by the customer, DTC, photo, or video. A copy of the evidence must be filed with the warranty claim. The condition affects approximately 22,000 vehicles with coverage...
May 2014 Recall Update - 05/09/2014
Customer Satisfaction Program 12050B: Rear Axle Grinding Noise, Vibration: The recall has been updated to extend the expiration date for the bulletin to April 30, 2015. The recall addresses a condition in which the rear axle right-hand side bearing adjuster ...
Policy Decisions - 02/27/2014
... a Completed status, click on the Completed link to view the data in Excel format. A benchmark for Customer Participation is, on average, 25% or more. If the Participation Calculator is used with every Policy Decision the percentage will most likely be...
2014 Equinox and Terrain - 10/01/2013
The rear seat floor filler trim panel forward of the rear cargo floor area has been removed. Customers should be advised that no repairs are required as a result of this issue. The trim panel was removed as part of a standard equipment change. PI1023A...
Recall Repairs - 01/21/2015
... yet to be repaired in the U.S. GM has sent letters and emails, as well as attempting to reach customers through non-traditional methods, Facebook and Roku. A $25 gift card incentive was also offered to those that brought their vehicle into the...
Courtesy Transportation Requirements - 12/19/2014
... GM brands and specific segments within brands and to be current or within the past one model year. Reimbursement will not be provided for non-GM brands on or after January 1. ...
February 2015 Recall Update - 01/21/2015
... to inspect the storage bin and install a reinforcement latch plate bracket, if necessary. Customer Satisfaction Program 13322: Navigation Radio Loss of Customer Settings: Approximately 125,000 vehicles are involved in this recall that addresses...
Recall Status: Incomplete Remedy Not Yet Available - 10/03/2014
Recall Status: Incomplete Remedy Not Yet Available: In mid-August this year, the customer recall VIN look-up portion of the Early Warning Reporting, Foreign Defect Reporting and Motor Vehicle and Equipment Recall Regulation went into effect. In order...
Major Assembly Replacement Submission Guidelines - 04/28/2015
... a parts department printout may be used instead of this form as long as the printout shows the customer's name and address, and the parts are itemized with number, cost, and quantity (handwritten information is not acceptable), listing both the replacement...
November 2015 Recall Update - 10/23/2015
... Fires: The bulletin has been updated to reflect a revision to the service procedure and the customer letter. Models involved include the 2013-2016 Cadillac ATS sedan. To correct the condition dealers are to reprogram the Electronic Climate Control (ECC)...
2016 Volt Windshield - 10/23/2015
... Damage to the windshield is not considered a warranty item and is not to be submitted for reimbursement. ...
Preliminary Takata Airbag Recall - 07/28/2016
... has been loaded for affected VINs, the recall status will be listed in IVH as "Prelim Recall - No Customer Action Req'd." Dealers may accept vehicles covered by the preliminary recall and may resell the vehicles also, but the existence of the preliminary...
Parts Expediting - 04/08/2016
Service agents are reimbursed for the expenses incurred for expediting GM parts that are locally obtained. The reimbursement only applies to parts that are expedited for warranty repairs and is not eligible on service agent owned vehicles. No additional...
Paint Warranty Claims - 04/08/2016
... the total repair in the sublet net item field is not allowed. Sublet invoices are to contain the customer name, VIN, date of repair, and a complete description of repairs performed. A copy of the sublet invoice must be attached to the job card and be...
Bluetooth Calls When Using An iPhone - 02/02/2016
Customers with an iPhone have voiced complaints that when their phone is paired with their vehicle and they are listening to their radio. If they either initiate or receive a Bluetooth(r) call, the infotainment system will not return to the radio station ...
Certified Pre-Owned - 01/11/2016
... 6.2L engines have a 0W20 oil specification. These vehicles were previously covered under the $35 reimbursement level. Effective in December, these vehicles are reimbursed at a $50 level. ...
Transaction Submission Time Limit Update - 12/01/2015
... 180 days of repair completion date for job cards opened on or after 11/1/15.There will be no reimbursement for transactions that exceed the 180 day limit. ...
Core Charges - 01/23/2017
Service agents must submit for the reimbursement of core charges in the freight and postage field of the net items section of the transaction. Select “core” from the drop down box. The core exchange value documentation must be printed and...
February 2017 Recall Update - 01/23/2017
... and Vapor Leaks: The bulletin has been updated to include a revision to the parts, warranty, and customer information sections. The special coverage affects certain 2007-2009 Cadillac XLR and 2007-2013 Chevrolet Corvette vehicles for a period of 10 years...
Engineering Information (EI) Process - 01/23/2017
... for the EI will be flagged with a PIE number in IVH. If the flagged EI is not the same as the customer’s concern, no further action is required. An EI is not required to be performed on a vehicle unless it matches the customer concern. A unique...
October 2017 Recall Update - 09/27/2017
... service procedure section. The recall applies to certain 2016-2017 Chevrolet Spark vehicles. Customer Satisfaction Program 17297: High Voltage Battery Pack Low Cell: Low voltage within the cells of the battery pack of certain 2017 Chevrolet Bolt...
Coolant and Recall 18138 - 06/25/2018
... PET is to be used once a determination has been made that a policy decision is appropriate for a customer’s out of warranty repair or whenever the customer has requested assistance with an out of warranty repair. The PET will provide the applicable...
Top 10 Warranty Deviations (That Can Lead to a Chargeback) - 06/25/2018
... sees most often as non-compliant when they look at dealership’s warranty job cards. 1. No customer signature. If service advisors fail to get the customer’s signature at write up, service management must sign, date, time, and explain on the...
Repair Time Overlap - 05/22/2018
... be reduced to reflect that overlap. Some examples of an overlap situation include: Your customer had two separate concerns of a driver’s side power window not going up or down and a power door lock that was inoperative on the same door....
Bulletin 18-NA-146 - 05/22/2018
... (OLH claimed) is not required. One Concern but Separate Causes – Occasionally a customer will have just one stated concern, but a technician diagnosis finds more than one problem. Examples include a fluid leak concern with two separate and...
PQC Assembly Replacement Process - 03/26/2018
... contact requirement are addressed by the dealer’s Field Warranty Manager. In the event of a customer enthusiasm replacement, where an assembly could be repaired, but due to customer satisfaction reasons an assembly replacement is considered, contact...
Choosing the Correct Labor Operation for Consequential Damage Repairs - 03/26/2018
... replace the damaged component. The following is an example from a recently reviewed job card. The customer had a single concern of power steering making a whining noise. The technician checked the pump pressure and found it to be below GM limits. He...
September 2018 Recall Update - 08/20/2018
... Escalade, Escalade ESV, Chevrolet Suburban, Tahoe, and GMC Yukon, Yukon XL vehicles. Customer Satisfaction Recall 18025: Incorrect Fuse Labels and Owner Manual Fuse Information: Almost 120,000 vehicles are included in the recall program that addresses...
Pre-Approval Goodwill Request Changes - 07/23/2018
... Mailbox Above Empowerment – Dealers are empowered to make a vehicle payment for their customer up to $1000. A payment over this amount will require pre-approval from the region. Reimbursement of incidental expenses up to $500 is allowed at the...
A Second Radio Replacement - 01/19/2012
... radio replacement information on the job card. During write up it isn't known what will repair the customer's concern. Radio concerns are typically specific enough to give a good indication that there is a possibility that the radio may need to be replaced...
GMPP - 02/07/2012
Smart Care Maintenance Contracts are designed to meet the basic maintenance requirements of most customers. The Smart Care service includes routine oil changes, oil filter replacements, chassis lubrication and tire rotations. Maintenance services are...
Repairs that Overlap - 02/07/2012
... Labor Time Guide and should reflect the amount of time used to complete the repair. For example: a customer condition of driver's side power window and power door lock inoperative would result in an overlap to remove the door panel. The labor time on...
Claims Automated Response Entry System Telephone Line - 04/13/2012
... the telephone line unnecessary.New to the online tool? Access www.gmppcares.com to verify the customer's contract details and to verify the customer's coverage through the entry of the labour operation code(s).After entering a labour operation, the system...
Tire Price Match Guarantee - 04/13/2012
... claim and job card to GM Tire Program. Dealers are required to keep a copy of the job card and customer quote for seven years. GM Customer Care and Aftersales reserves the right to audit the transaction. Price Match Guarantee claims are submitted through...
Loyalty Programs - 06/06/2012
... and over 6 million repair order transactions from late 2010 through early 2012 proves that customers choose to stay longer, spend more and repurchase more often at dealerships that reward their patronage through an auto dealership loyalty program. The...
SASR Process: - 07/02/2012
... Process as a measure to ensure that all GM service locations are providing the highest level of customer service. The Self Review process allows the dealer to review potential issues, generate action plans and communicate the steps that will be used...
Free Agent Program - 07/02/2012
The last certificates for the free agent program expired on March 31, 2012. All claims for reimbursement had to have been submitted by May 31, 2012, through GWM. Labour operations that are involved in the program include Z2236, Pontiac Preferred Owners;...
Core Credit Documentation - 08/09/2012
The dealer must submit for reimbursement for Core Parts returned to the WPC. The core part allowance is entered in the net item freight and postage field. The core exchange value documentation must be printed and attached to the job card for which the...
Service Retention - 08/30/2012
... has revealed that prepaid or complimentary maintenance plans are the best way to win and retain customers. Survey statistics show that 56% of consumers with a prepaid or complimentary service plan are likely to continue servicing at the dealership after...
Repair Completion Date - 11/05/2012
... card was opened on July 1, 2012. A warranty repair was completed the same day on one line and a customer pay part was ordered on the second line. The service advisor decided to keep the job card open until the customer returned for the installation of...
LLPW replaces LSG - 12/18/2012
... requirements for the new program. GM anticipates that the new program will used by dealers as a customer retention tool for the service department. The LLPW program includes a/c accumulators, compressors and condensers; fuel pumps; ignition coils, modules...
November 2012 Recall Update - 11/05/2012
... circuit board. There are approximately 249,000 vehicles involved in the recall. Both dealers and customers will be notified by GM when sufficient parts are available to launch the recall.Customer Satisfaction Program 12241 - Delayed Rate and Departure...
Warranty Performance Analysis - 08/10/2010
... A salesperson who leaves warranty questions unanswered during a new car delivery has done his customer a disservice. The technician who does not validate the claim with full and proper information has not completed his job.Demand daily accounting of...
Noncompliance Recall 10367 - 12/24/2010
... how to install a child restraint using a top tether in the center position. If requested by the customer, dealers are to modify the back panel trim cover to allow access to the top tether anchor. The modification is not to be performed unless requested...
Noncompliance Special Coverage 10407 - 12/24/2010
... in the trucks is not accessible as required by the Federal Standard for Motor Vehicle Safety. Customers will receive an owner manual supplement in the mail describing the use of the child restraint using a top tether in the center position. Modification...
Safety Recall 10282 - 12/24/2010
Engine Stall Due to PCM Failure: GM has announced that some parts have become available for replacement in critical customer cases. It is anticipated that an adequate supply of replacement parts will become available in January 2011. Currently, parts...
Cadillac Maintenance Labour Operation Z2262 - 04/12/2011
... line. The current Cadillac maintenance program, is no exception. Labour operation Z2262 provides reimbursement for lube, oil and filter, but is handled differently than oil change coupon labour operations. When processing these claims, the part numbers...
Summer Car Care Inspections - 04/27/2011
... time to offer a Summer Car Care Inspection. This inspection can include anything that you feel customers in your area will need to kick off the summer season. Fluid quality inspections, tire/suspension inspections, and HVAC inspections are just a start...
... be reduced to reflect that overlap. Some examples of an overlap situation include: Your customer had two separate concerns of a driver’s side power window not going up or down and a power door lock that was inoperative on the same door....
Bulletin 18-NA-146 - 05/22/2018
... (OLH claimed) is not required. One Concern but Separate Causes – Occasionally a customer will have just one stated concern, but a technician diagnosis finds more than one problem. Examples include a fluid leak concern with two separate and...
PQC Assembly Replacement Process - 03/26/2018
... contact requirement are addressed by the dealer’s Field Warranty Manager. In the event of a customer enthusiasm replacement, where an assembly could be repaired, but due to customer satisfaction reasons an assembly replacement is considered, contact...
Choosing the Correct Labor Operation for Consequential Damage Repairs - 03/26/2018
... replace the damaged component. The following is an example from a recently reviewed job card. The customer had a single concern of power steering making a whining noise. The technician checked the pump pressure and found it to be below GM limits. He...
September 2018 Recall Update - 08/20/2018
... Escalade, Escalade ESV, Chevrolet Suburban, Tahoe, and GMC Yukon, Yukon XL vehicles. Customer Satisfaction Recall 18025: Incorrect Fuse Labels and Owner Manual Fuse Information: Almost 120,000 vehicles are included in the recall program that addresses...
Pre-Approval Goodwill Request Changes - 07/23/2018
... Mailbox Above Empowerment – Dealers are empowered to make a vehicle payment for their customer up to $1000. A payment over this amount will require pre-approval from the region. Reimbursement of incidental expenses up to $500 is allowed at the...
A Second Radio Replacement - 01/19/2012
... radio replacement information on the job card. During write up it isn't known what will repair the customer's concern. Radio concerns are typically specific enough to give a good indication that there is a possibility that the radio may need to be replaced...
GMPP - 02/07/2012
Smart Care Maintenance Contracts are designed to meet the basic maintenance requirements of most customers. The Smart Care service includes routine oil changes, oil filter replacements, chassis lubrication and tire rotations. Maintenance services are...
Repairs that Overlap - 02/07/2012
... Labor Time Guide and should reflect the amount of time used to complete the repair. For example: a customer condition of driver's side power window and power door lock inoperative would result in an overlap to remove the door panel. The labor time on...
Claims Automated Response Entry System Telephone Line - 04/13/2012
... the telephone line unnecessary.New to the online tool? Access www.gmppcares.com to verify the customer's contract details and to verify the customer's coverage through the entry of the labour operation code(s).After entering a labour operation, the system...
Tire Price Match Guarantee - 04/13/2012
... claim and job card to GM Tire Program. Dealers are required to keep a copy of the job card and customer quote for seven years. GM Customer Care and Aftersales reserves the right to audit the transaction. Price Match Guarantee claims are submitted through...
Loyalty Programs - 06/06/2012
... and over 6 million repair order transactions from late 2010 through early 2012 proves that customers choose to stay longer, spend more and repurchase more often at dealerships that reward their patronage through an auto dealership loyalty program. The...
SASR Process: - 07/02/2012
... Process as a measure to ensure that all GM service locations are providing the highest level of customer service. The Self Review process allows the dealer to review potential issues, generate action plans and communicate the steps that will be used...
Free Agent Program - 07/02/2012
The last certificates for the free agent program expired on March 31, 2012. All claims for reimbursement had to have been submitted by May 31, 2012, through GWM. Labour operations that are involved in the program include Z2236, Pontiac Preferred Owners;...
Core Credit Documentation - 08/09/2012
The dealer must submit for reimbursement for Core Parts returned to the WPC. The core part allowance is entered in the net item freight and postage field. The core exchange value documentation must be printed and attached to the job card for which the...
Service Retention - 08/30/2012
... has revealed that prepaid or complimentary maintenance plans are the best way to win and retain customers. Survey statistics show that 56% of consumers with a prepaid or complimentary service plan are likely to continue servicing at the dealership after...
Repair Completion Date - 11/05/2012
... card was opened on July 1, 2012. A warranty repair was completed the same day on one line and a customer pay part was ordered on the second line. The service advisor decided to keep the job card open until the customer returned for the installation of...
LLPW replaces LSG - 12/18/2012
... requirements for the new program. GM anticipates that the new program will used by dealers as a customer retention tool for the service department. The LLPW program includes a/c accumulators, compressors and condensers; fuel pumps; ignition coils, modules...
November 2012 Recall Update - 11/05/2012
... circuit board. There are approximately 249,000 vehicles involved in the recall. Both dealers and customers will be notified by GM when sufficient parts are available to launch the recall.Customer Satisfaction Program 12241 - Delayed Rate and Departure...
Warranty Performance Analysis - 08/10/2010
... A salesperson who leaves warranty questions unanswered during a new car delivery has done his customer a disservice. The technician who does not validate the claim with full and proper information has not completed his job.Demand daily accounting of...
Noncompliance Recall 10367 - 12/24/2010
... how to install a child restraint using a top tether in the center position. If requested by the customer, dealers are to modify the back panel trim cover to allow access to the top tether anchor. The modification is not to be performed unless requested...
Noncompliance Special Coverage 10407 - 12/24/2010
... in the trucks is not accessible as required by the Federal Standard for Motor Vehicle Safety. Customers will receive an owner manual supplement in the mail describing the use of the child restraint using a top tether in the center position. Modification...
Safety Recall 10282 - 12/24/2010
Engine Stall Due to PCM Failure: GM has announced that some parts have become available for replacement in critical customer cases. It is anticipated that an adequate supply of replacement parts will become available in January 2011. Currently, parts...
Cadillac Maintenance Labour Operation Z2262 - 04/12/2011
... line. The current Cadillac maintenance program, is no exception. Labour operation Z2262 provides reimbursement for lube, oil and filter, but is handled differently than oil change coupon labour operations. When processing these claims, the part numbers...
Summer Car Care Inspections - 04/27/2011
... time to offer a Summer Car Care Inspection. This inspection can include anything that you feel customers in your area will need to kick off the summer season. Fluid quality inspections, tire/suspension inspections, and HVAC inspections are just a start...
GMPP CARES Goes Online - 09/19/2011
... Once the system goes live service advisors will log on to this website to verify the customer's contract details as well as coverage for a specific repair.The first page after login requires the dealership's BAC, which can be saved for future logins,...
Sublet Basics - 06/08/2011
The use of a sublet repair in certain situations ensures that customer needs and expectations are met and repairs are properly performed. Like everything in warranty, the key to using a sublet correctly is proper documentation. A sublet repair facility...
Warranty Performance Analysis - 07/02/2010
... administrator was out of the office and wouldn't be back until around 11:00 am. She drove the customer courtesy van, made the bank deposit, and picked up the mail. After learning of these responsibilities the auditor wondered when she was given the extra...
Components and Systems - 06/07/2010
... is the result of a factory defect or if the condition is a result of wear and tear and the customer's responsibility.New vehicles are not to be aligned until they have accumulated at least 500 miles. Customers with incorrect alignment settings or wheel...
New iPad Dealer Tool - 07/02/2010
... computer that has been on the market since April. Dealers are coming up with ways to improve the customer's dealership experience while separating their store from everyone else. The iPad sends the customer a message that the dealership is not just high...
Safety Recall 10153B - 08/10/2010
... the loss of the feature. After performing the procedure, dealers are to issue a $100 check to the customer. Vehicles currently in dealer/retailer new or used car inventory are not eligible for a check. The bulletin has been revised to include an addendum...
Transportation Damage Transaction Tips - 05/12/2010
... These situations are to be noted directly on the delivery receipt in the Remarks Section. Reimbursement for parts & labour will be accomplished by submission of a warranty claim. GM Policy & Procedures Manual Article 2.1.13 ...
Service Solutions: Going the Extra Mile with Documentation - 06/08/2011
... ensures that the necessary information is accounted for in order for the service agent to receive reimbursement for the repairs performed. While the scope of required documentation is broad and meets the standards that GM has set in place, there are...
Aligning The Labor In Alignment Claims - 04/27/2011
... base and add time, itemize and designate as such on the job card prior to entry into GWM for reimbursement. ...
Are You A Good Warranty Administrator Or A Great Warranty Administrator? - 04/27/2011
... copy of the exchange invoice attached to the job card.A good warranty administrator claims rental reimbursement.A great warranty administrator questions lengthy rental reimbursement requests that do not support the repair made before submission and makes...
The EV Effect: The Technological Impact On Your Dealership - 01/19/2011
... batteries while you drive.Despite the differences between EV's and Hybrids, they attract a similar customer base and present many of the same challenges and opportunities to the dealer network.The immediate impact on the dealershipSay what you will about...
Coupons & Certificates - 11/18/2010
... A great example is the oil change certificates, many of which provide a different level of reimbursement. ...
The Global Tire Process: Getting Things Rolling - 09/16/2010
... Preparing To Create a Pre-Authorization: The service department has determined that a customer has a warrantable tire concern not related to road hazard. The tire warranty process begins with collecting the information that will be required to submit...
Part Quantity Input Update - 08/30/2012
... grams ÷ 10 = 21 (amount entered in the part quantity field on the job card)21 x $1.40 g = $29.40 Reimbursement amount For .210 kg used, 21 is the amount entered in the part quantity field of the warranty transaction....
Reject of the Month - 04/13/2012
... dealership on a 2003 GMC Sierra. To recap: after contacting the Powertrain Contact Center the customer had their vehicle towed to their nearest GM dealership for a no reverse and a crunching noise in forward gear concern. The dealership diagnosed the...
Paint Repairs - 09/25/2018
... service management approval for an add on repair since this situation isn’t a case where the customer added another concern, but it may require approval as a pyramid repair. Once you have found the correct paint labor operation, you will see a...
Consequential Damage Repairs - 11/29/2018
... the trim piece that got wet, and deem that the vehicle has been properly repaired. However, the customer, after a few days, may feel there is too much of a musty odor or can see a water line that they are not happy with. The customer returns to the dealership...
Analysis Report - Shuttle - 11/29/2018
Providing the customer with a shuttle to/from the dealership is GM's preferred transportation alternative. This method of transportation should be considered with any scheduled warranty service appointment or when any eligible vehicle is brought in for...
Pre-Repair Authorization - 09/25/2018
... in some cases before any warranty transactions are submitted for a failure. For example: a customer brings a wheel defect to the dealer’s attention. The dealer performs the PRA process through a mobile app. The GM representative reviews the request,...
Cadillac Roadside - 07/25/2017
... or 5 years/100,000 miles for 2012 and older model year vehicles. To obtain service, the customer contacts a Cadillac Roadside Assistance Advisor through OnStar or by calling toll-free at 800.224.1400. The advisor will contact a Cadillac Roadside...
Job Card Check List - 05/22/2017
... examples of specific positions or department responsibilities: Service Advisors Must be sure the customer concern is not vague and includes detailed information. Must be sure to get the customer’s signature before work begins on the vehicle. If...
Service Agent Self-Empowerment Updates - 05/22/2017
GM provides service agents with the ability to make case-by-case empowerment decisions on behalf of the customer to ensure that they are satisfied, remain loyal to their vehicle brand, and to the dealership. Standards and guidelines have been put in place...
March 2016 Recall Update - 03/01/2016
... Chevrolet Impala, Chevrolet Monte Carlo, and Pontiac Grand Prix, equipped with a 3.8L V6 engine.Customer Satisfaction Program 15036A: Trailer Hitch Platform Welds: Certain 2014-2015 Chevrolet Silverado LD and GMC Sierra LD trucks equipped with RPO Z82...
Assembly Replacements - 04/28/2016
... repair. There are situations when an assembly replacement is not the least expensive option but customer satisfaction or an assembly component not being serviceable results in the replacement of the component as opposed to repairing it. When an assembly...
The Warranty Support Center - 10/02/2015
... that sometimes it's the little things that cause claims to be returned. Those little things being customer signatures and/or service management approval on the job card - easy to do, but just as easy to miss. ...
... Once the system goes live service advisors will log on to this website to verify the customer's contract details as well as coverage for a specific repair.The first page after login requires the dealership's BAC, which can be saved for future logins,...
Sublet Basics - 06/08/2011
The use of a sublet repair in certain situations ensures that customer needs and expectations are met and repairs are properly performed. Like everything in warranty, the key to using a sublet correctly is proper documentation. A sublet repair facility...
Warranty Performance Analysis - 07/02/2010
... administrator was out of the office and wouldn't be back until around 11:00 am. She drove the customer courtesy van, made the bank deposit, and picked up the mail. After learning of these responsibilities the auditor wondered when she was given the extra...
Components and Systems - 06/07/2010
... is the result of a factory defect or if the condition is a result of wear and tear and the customer's responsibility.New vehicles are not to be aligned until they have accumulated at least 500 miles. Customers with incorrect alignment settings or wheel...
New iPad Dealer Tool - 07/02/2010
... computer that has been on the market since April. Dealers are coming up with ways to improve the customer's dealership experience while separating their store from everyone else. The iPad sends the customer a message that the dealership is not just high...
Safety Recall 10153B - 08/10/2010
... the loss of the feature. After performing the procedure, dealers are to issue a $100 check to the customer. Vehicles currently in dealer/retailer new or used car inventory are not eligible for a check. The bulletin has been revised to include an addendum...
Transportation Damage Transaction Tips - 05/12/2010
... These situations are to be noted directly on the delivery receipt in the Remarks Section. Reimbursement for parts & labour will be accomplished by submission of a warranty claim. GM Policy & Procedures Manual Article 2.1.13 ...
Service Solutions: Going the Extra Mile with Documentation - 06/08/2011
... ensures that the necessary information is accounted for in order for the service agent to receive reimbursement for the repairs performed. While the scope of required documentation is broad and meets the standards that GM has set in place, there are...
Aligning The Labor In Alignment Claims - 04/27/2011
... base and add time, itemize and designate as such on the job card prior to entry into GWM for reimbursement. ...
Are You A Good Warranty Administrator Or A Great Warranty Administrator? - 04/27/2011
... copy of the exchange invoice attached to the job card.A good warranty administrator claims rental reimbursement.A great warranty administrator questions lengthy rental reimbursement requests that do not support the repair made before submission and makes...
The EV Effect: The Technological Impact On Your Dealership - 01/19/2011
... batteries while you drive.Despite the differences between EV's and Hybrids, they attract a similar customer base and present many of the same challenges and opportunities to the dealer network.The immediate impact on the dealershipSay what you will about...
Coupons & Certificates - 11/18/2010
... A great example is the oil change certificates, many of which provide a different level of reimbursement. ...
The Global Tire Process: Getting Things Rolling - 09/16/2010
... Preparing To Create a Pre-Authorization: The service department has determined that a customer has a warrantable tire concern not related to road hazard. The tire warranty process begins with collecting the information that will be required to submit...
Part Quantity Input Update - 08/30/2012
... grams ÷ 10 = 21 (amount entered in the part quantity field on the job card)21 x $1.40 g = $29.40 Reimbursement amount For .210 kg used, 21 is the amount entered in the part quantity field of the warranty transaction....
Reject of the Month - 04/13/2012
... dealership on a 2003 GMC Sierra. To recap: after contacting the Powertrain Contact Center the customer had their vehicle towed to their nearest GM dealership for a no reverse and a crunching noise in forward gear concern. The dealership diagnosed the...
Paint Repairs - 09/25/2018
... service management approval for an add on repair since this situation isn’t a case where the customer added another concern, but it may require approval as a pyramid repair. Once you have found the correct paint labor operation, you will see a...
Consequential Damage Repairs - 11/29/2018
... the trim piece that got wet, and deem that the vehicle has been properly repaired. However, the customer, after a few days, may feel there is too much of a musty odor or can see a water line that they are not happy with. The customer returns to the dealership...
Analysis Report - Shuttle - 11/29/2018
Providing the customer with a shuttle to/from the dealership is GM's preferred transportation alternative. This method of transportation should be considered with any scheduled warranty service appointment or when any eligible vehicle is brought in for...
Pre-Repair Authorization - 09/25/2018
... in some cases before any warranty transactions are submitted for a failure. For example: a customer brings a wheel defect to the dealer’s attention. The dealer performs the PRA process through a mobile app. The GM representative reviews the request,...
Cadillac Roadside - 07/25/2017
... or 5 years/100,000 miles for 2012 and older model year vehicles. To obtain service, the customer contacts a Cadillac Roadside Assistance Advisor through OnStar or by calling toll-free at 800.224.1400. The advisor will contact a Cadillac Roadside...
Job Card Check List - 05/22/2017
... examples of specific positions or department responsibilities: Service Advisors Must be sure the customer concern is not vague and includes detailed information. Must be sure to get the customer’s signature before work begins on the vehicle. If...
Service Agent Self-Empowerment Updates - 05/22/2017
GM provides service agents with the ability to make case-by-case empowerment decisions on behalf of the customer to ensure that they are satisfied, remain loyal to their vehicle brand, and to the dealership. Standards and guidelines have been put in place...
March 2016 Recall Update - 03/01/2016
... Chevrolet Impala, Chevrolet Monte Carlo, and Pontiac Grand Prix, equipped with a 3.8L V6 engine.Customer Satisfaction Program 15036A: Trailer Hitch Platform Welds: Certain 2014-2015 Chevrolet Silverado LD and GMC Sierra LD trucks equipped with RPO Z82...
Assembly Replacements - 04/28/2016
... repair. There are situations when an assembly replacement is not the least expensive option but customer satisfaction or an assembly component not being serviceable results in the replacement of the component as opposed to repairing it. When an assembly...
The Warranty Support Center - 10/02/2015
... that sometimes it's the little things that cause claims to be returned. Those little things being customer signatures and/or service management approval on the job card - easy to do, but just as easy to miss. ...
Error 919 - 09/03/2015
... MPVI for the 2- year Chevrolet Maintenance Program. The program allowed four service visits with a reimbursement of $35.After investigating the error, job card and IVH, the dealer noticed that the vehicle carried the Business Maintenance Plan vs. the...
Technician Clock Time - 10/01/2013
... on a vehicle, each day, must be available for GM review. It is also important to note that all customer pay, warranty, policy, and internal job card time must be accountable through the technician's time and payroll records as well. That accountability...
Bulk Part Pricing - 07/03/2013
... with the number of quarts used in the Part Quantity field. GWM will price out the correct reimbursement. The quantity used for bulk parts that are not listed should be entered as well as the manually reduced unit cost (e.g. quart, foot), as applicab...
Michelin Tire Recall - 01/28/2014
... have been validated and tire(s) replaced, complete the Michelin Limited Warranty Claim Form for reimbursement. Defective tires are to be returned immediately to the MAST Inspection Center in Greenville, SC. See Global Message G_0000182693 for complete...
Paint Warranty Claims - 01/28/2014
Warranty paint repairs are unique in that they are submitted for reimbursement a little differently than other warranty transactions. Even if your dealership doesn't have a body shop, you still need to understand how to properly code a paint transaction....
Scheduled Maintenance Programs - 04/03/2014
... provides specific information about the time period, covered services, labour operation codes, reimbursement amounts, required product, launch date and bulletin number associated with the program.A more comprehensive guideline of each program is available...
GM Accessories Employee Discount Program - 01/27/2021
... Employee Certificate Authorization Number in the Reference Number field of the claim. The discount reimbursement amount is submitted in the Miscellaneous/Net Item field. Dealers must submit for reimbursement via GWM within 60 days after the program end...
Quantity of Refrigerant Exceeds 99 - 02/25/2021
... / 110-part count) is billed on the transaction. Enter 99 in the part quantity field. Enter the reimbursement amount for the remaining 11 in the Net/Miscellaneous field. ...
Pre-Repair Authorization - 07/27/2021
... to enter the last 8 digits or full 17-digit VIN, the odometer reading, description of the customer concern and requested repair, the job card number, and the required photos. The required photos include the full VIN plate located on the left corner of...
Updates and Reminders - 10/01/2021
... bulletin. It was noted that Hertz’s primary initial focus will be to support Chevrolet Bolt customers with their rental needs during Bolt recall repairs. Additionally, dealer self-authorization for rentals has been expanded from 7 calendar...
Correction! - 08/27/2019
... the fluid exchange has increased to 1.1 hours. The previous version of the bulletin allowed a reimbursement of 0.7 hours to perform the procedure, as reported in the August edition of the Warranty News. As a reminder, be sure that the technician reviews...
Cost Comparison Worksheets - 08/27/2019
... when it is more economical to repair. GM does allow for a component replacement for customer satisfaction in cases where it would be more cost effective to repair, but prior approval is required. You may have a customer who won’t approve...
Some Warranty Parts Center Process Requirements - 12/02/2019
... states that consumer personal data/information privacy is very important to the company and its customers. When sending supporting documents to the WPC such as transaction documents or job cards, all information containing customer personal data is to...
Reject of the Month - 02/27/2020
... back in a review situation. For example: an add on repair that has both service management and customer authorization, but is missing a unique time punch by the technician is incomplete and not fully supported or claimed diagnostic time that does not...
March 2019 Recall Update - 02/21/2019
... program affects certain 2003-2007 Pontiac Vibe vehicles. Bulletin updates include a copy of the customer notification letter and a revision to the service procedure. Safety Recall 18015-02: Front Passenger Air Bag Inflator: The service procedure...
Battery Test Procedures - 12/19/2018
... and attached to the job card before the battery is installed for warranty transactions. In a customer pay situation, the tag stays on the battery as the tag shows the warranty for that battery. When a customer purchases a battery, the warranty is from...
January 2019 Recall Update - 12/19/2018
... and the front passenger air bag module assembly (inflator is included) in 2006MY vehicles. Customer Satisfaction Recall 18165: Super Cruise Control Software Improvement: Certain 2018 Cadillac CT6 vehicles equipped with Hands-Free Lane Following...
Reject of the Month - 03/26/2019
... bring common issues to light and promote compliance with future transaction submissions. Customer Signature Missing: Service management must sign and authorize the job card prior to repairs being performed anytime a customer signature can’t...
Up Assemblies - 06/26/2019
When GM Customer Care and Aftersales is unable to fulfill a parts order within a reasonable amount of time on an open SPAC case, GM CCA may ship an alternate part or an up assembly if one is available. The assembly will contain the specific part needed....
Car Bravo - 11/29/2023
... experience, regardless of what brand or type of used vehicle they are looking for. When customers shop CarBravo, they receive exceptional convenience (customers can shop and buy how they want), peace of mind (every CarBravo vehicle comes with a limited...
Forum - 03/18/2024
... bulletin notes the following when providing a loaner through a 3rd party rental agency, "Reimbursement for the daily rate claimed must not exceed actual amount charged (vehicle insurance, fuel, taxes, levies, or other fees are not covered). My...
Bulletin 24-NA-054 - 03/23/2024
... for the technician in the repair process, this bulletin has information about a concern some customers have that is not actually a defect. The bulletin was created to address the fact that some customers are commenting that with a remote start...
Sublet Repairs - 02/26/2024
... labor and parts as such and sublet net item is not allowed. Sublet invoices must contain the customers VIN, date of repair, and a complete description of repairs performed, as well as the sublet establishment’s business name, address, and contact...
March 2022 Recall Update - 02/23/2022
... conduct a review of their over-the-counter sales transactions of recalled part numbers to notify customers based on dealer sales record data. The recall affects certain 2019 Chevrolet Silverado 1500 (New Model), GMC Sierra 1500 (New Model), and 2020...
GSA Courtesy Delivery - 07/27/2022
... Delivery” entered in the comment field. The vehicle mileage must read 6 miles. The PDI reimbursement will automatically be credited to the dealership. ...
... MPVI for the 2- year Chevrolet Maintenance Program. The program allowed four service visits with a reimbursement of $35.After investigating the error, job card and IVH, the dealer noticed that the vehicle carried the Business Maintenance Plan vs. the...
Technician Clock Time - 10/01/2013
... on a vehicle, each day, must be available for GM review. It is also important to note that all customer pay, warranty, policy, and internal job card time must be accountable through the technician's time and payroll records as well. That accountability...
Bulk Part Pricing - 07/03/2013
... with the number of quarts used in the Part Quantity field. GWM will price out the correct reimbursement. The quantity used for bulk parts that are not listed should be entered as well as the manually reduced unit cost (e.g. quart, foot), as applicab...
Michelin Tire Recall - 01/28/2014
... have been validated and tire(s) replaced, complete the Michelin Limited Warranty Claim Form for reimbursement. Defective tires are to be returned immediately to the MAST Inspection Center in Greenville, SC. See Global Message G_0000182693 for complete...
Paint Warranty Claims - 01/28/2014
Warranty paint repairs are unique in that they are submitted for reimbursement a little differently than other warranty transactions. Even if your dealership doesn't have a body shop, you still need to understand how to properly code a paint transaction....
Scheduled Maintenance Programs - 04/03/2014
... provides specific information about the time period, covered services, labour operation codes, reimbursement amounts, required product, launch date and bulletin number associated with the program.A more comprehensive guideline of each program is available...
GM Accessories Employee Discount Program - 01/27/2021
... Employee Certificate Authorization Number in the Reference Number field of the claim. The discount reimbursement amount is submitted in the Miscellaneous/Net Item field. Dealers must submit for reimbursement via GWM within 60 days after the program end...
Quantity of Refrigerant Exceeds 99 - 02/25/2021
... / 110-part count) is billed on the transaction. Enter 99 in the part quantity field. Enter the reimbursement amount for the remaining 11 in the Net/Miscellaneous field. ...
Pre-Repair Authorization - 07/27/2021
... to enter the last 8 digits or full 17-digit VIN, the odometer reading, description of the customer concern and requested repair, the job card number, and the required photos. The required photos include the full VIN plate located on the left corner of...
Updates and Reminders - 10/01/2021
... bulletin. It was noted that Hertz’s primary initial focus will be to support Chevrolet Bolt customers with their rental needs during Bolt recall repairs. Additionally, dealer self-authorization for rentals has been expanded from 7 calendar...
Correction! - 08/27/2019
... the fluid exchange has increased to 1.1 hours. The previous version of the bulletin allowed a reimbursement of 0.7 hours to perform the procedure, as reported in the August edition of the Warranty News. As a reminder, be sure that the technician reviews...
Cost Comparison Worksheets - 08/27/2019
... when it is more economical to repair. GM does allow for a component replacement for customer satisfaction in cases where it would be more cost effective to repair, but prior approval is required. You may have a customer who won’t approve...
Some Warranty Parts Center Process Requirements - 12/02/2019
... states that consumer personal data/information privacy is very important to the company and its customers. When sending supporting documents to the WPC such as transaction documents or job cards, all information containing customer personal data is to...
Reject of the Month - 02/27/2020
... back in a review situation. For example: an add on repair that has both service management and customer authorization, but is missing a unique time punch by the technician is incomplete and not fully supported or claimed diagnostic time that does not...
March 2019 Recall Update - 02/21/2019
... program affects certain 2003-2007 Pontiac Vibe vehicles. Bulletin updates include a copy of the customer notification letter and a revision to the service procedure. Safety Recall 18015-02: Front Passenger Air Bag Inflator: The service procedure...
Battery Test Procedures - 12/19/2018
... and attached to the job card before the battery is installed for warranty transactions. In a customer pay situation, the tag stays on the battery as the tag shows the warranty for that battery. When a customer purchases a battery, the warranty is from...
January 2019 Recall Update - 12/19/2018
... and the front passenger air bag module assembly (inflator is included) in 2006MY vehicles. Customer Satisfaction Recall 18165: Super Cruise Control Software Improvement: Certain 2018 Cadillac CT6 vehicles equipped with Hands-Free Lane Following...
Reject of the Month - 03/26/2019
... bring common issues to light and promote compliance with future transaction submissions. Customer Signature Missing: Service management must sign and authorize the job card prior to repairs being performed anytime a customer signature can’t...
Up Assemblies - 06/26/2019
When GM Customer Care and Aftersales is unable to fulfill a parts order within a reasonable amount of time on an open SPAC case, GM CCA may ship an alternate part or an up assembly if one is available. The assembly will contain the specific part needed....
Car Bravo - 11/29/2023
... experience, regardless of what brand or type of used vehicle they are looking for. When customers shop CarBravo, they receive exceptional convenience (customers can shop and buy how they want), peace of mind (every CarBravo vehicle comes with a limited...
Forum - 03/18/2024
... bulletin notes the following when providing a loaner through a 3rd party rental agency, "Reimbursement for the daily rate claimed must not exceed actual amount charged (vehicle insurance, fuel, taxes, levies, or other fees are not covered). My...
Bulletin 24-NA-054 - 03/23/2024
... for the technician in the repair process, this bulletin has information about a concern some customers have that is not actually a defect. The bulletin was created to address the fact that some customers are commenting that with a remote start...
Sublet Repairs - 02/26/2024
... labor and parts as such and sublet net item is not allowed. Sublet invoices must contain the customers VIN, date of repair, and a complete description of repairs performed, as well as the sublet establishment’s business name, address, and contact...
March 2022 Recall Update - 02/23/2022
... conduct a review of their over-the-counter sales transactions of recalled part numbers to notify customers based on dealer sales record data. The recall affects certain 2019 Chevrolet Silverado 1500 (New Model), GMC Sierra 1500 (New Model), and 2020...
GSA Courtesy Delivery - 07/27/2022
... Delivery” entered in the comment field. The vehicle mileage must read 6 miles. The PDI reimbursement will automatically be credited to the dealership. ...
Documentation of Time and Compliance - 02/23/2022
... after that time are considered invalid. The audit also brought to light the timing of the customer signature. Article 6.2.2 Authorization to Perform Repairs states that each policy and warranty job card is to be signed by the customer authorizing...
Requesting a Labor Rate Increase - 01/24/2023
... A provides a warranty labor rate based on the dealership’s demonstrated pricing for customer pay repairs, competitive rates charged by other same line/make dealers in their geographical area and must pass a test of reasonableness. Both Option A...
GM Accessories Employee Discount Program - 02/28/2023
... Employee Certificate Authorization Number in the Reference Number field of the claim. The discount reimbursement amount is submitted in the Miscellaneous/Net Item field. Dealers must submit for reimbursement via GWM within 60 days after the program end...
A182202370-LOWER CONTROL ARM WELD - 06/18/2019
... being help open (only our stop sell vehicles). Also I am so confues about the FLOOR PLAN REIMBURSEMENT and WORKING CAPITAL ASSISTANCE PROGRAM.This is all so new to me in general and now thisese are two programs I have never done before at all and...
Forum - 12/09/2019
... is. But I will use $100/hr labor rate (3.0x100.00= 300.00 Labor + 116.45 Materials= 416.45 Total Reimbursement). They will also reimburse 25% blend, but I never try to calculate that in. I know I am probably losing some there, but I dont wanna find out...
Forum - 10/16/2019
... on what you wrote, I don't see a way to get a reimbursement. Did this other shop reimburse the customer for a repair out of town on something they did?...
Forum - 03/12/2019
Hi! The warranty parts expediting program only provides reimbursement for GM parts expedited for warranty repairs (repairs performed during any Applicable Warranty period - e.g. bumper to bumper, powertrain).
Forum - 05/30/2018
... this when I went to the Global support page: Q: 18159 - Noncompliance Recall Floor Plan Reimbursement A: Page Content For claims rejecting with error 076 with labor operation 9103868 for the floor plan reimbursement it is a known issue and is...
Forum - 04/25/2018
... was performed with comments indicating why only one key was provided at time of service, for reimbursement of the key only....
Forum - 04/10/2018
Reimbursement is $75. Refer to the 2017 and Newer MY GM Vehicle Maintenance Program Reference Sheet available within the new Warranty Administration Resource Center App. The sheet is located within the Dealer Program Guides tab under the Included ...
Forum - 07/23/2021
Incidental, non-warranty expense means items such as hotel bills for trip interruptions and car payment reimbursements, not used car pdi tickets. The advisor needs to have an active GMIN number, with sufficient training in Global, on all claaims subm...
Forum - 02/21/2021
... by the Serice Agent to top off windshield washer solvent during the PDI may be submitted for reimbursement using labor operation 0590052 (PDI Related Fluid Adds). Only the actual amount of quart(s) used to prepare the diluted solvent added...
Forum - 12/22/2020
Hi CarolRoyal: The $245 reimbursement applies to the 2020MY Chevrolet Corvette - RPO LT2. (Global Message GCUS-9-10365)
Forum - 01/11/2022
... for your NIT (net item tow) with the required information. Remember the max is $130.00 on a tow reimbursement....
NEW VEHICLE AND CPO MAINTENANCE AMOUNTS NOT WORKING - 07/26/2022
... to submit for net misc. I am still using the reference guide i printed in April though I undertand reimbursement will be going up soon. For some reason, I have had a few that keep saying I am exceeding the net amount for the labor op, going back and...
Forum - 04/10/2023
... into effect on January 1. Refer to the Service Policies and Procedures Manual Article 5 (Reimbursement) for additional detail on labor rate Options A and C....
Forum - 06/05/2017
Lube/oil/filter changes and tire rotation services under the 24/24 Smart Care Wrap 1 : Labor Operation 0600853 > Reimbursement $35 in net/miscellaneous. Recommend contacting GMPP if you continue to experience difficulty processing this transaction...
Forum - 03/14/2017
In the CTA program guide it states-- USING THIRD-PARTY LOANERS/WARRANTY RENTAL REIMBURSEMENT Dealers participating in the CTA Program will be allowed to use third-party (i.e. Enterprise) loaner units under the following condition only: ...
Salary for Warranty Administration - 01/16/2017
... in negotiation with management regarding getting paid a bonus based on the total dollar amount of reimbursement received by the end of the month. I have asked for a 1% bonus. I have been told by a former service manager that getting that...
Forum - 01/16/2017
Yes I do. I get a bonus of 2% of the warranty reimbursement received in each month. I think it's a great way to ensure we are getting as much paid as we can per transaction. Hope this helps.
What Would You Do - 05/16 - 04/28/2016
... would be apparent that the corrosion could have been removed. The service manager feels that the customer will not return to the store for future service or sales if the steps are not replaced. Additionally, only the driver side step is exhibiting...
Forum - 03/15/2018
1st: Submit the reimbursement claim and be sure to scan a copy of the check to attach to the claim. 2nd: Submit the recall claim.
What Would You Do - 10/14 - 10/03/2014
... for a 13-day rental - $1,800 transport invoice for transport of the repaired vehicle to the customer's new home The warranty administrator noticed dialogue on the hard copy stating that the customer was in the process of moving from Tennessee to Texas...
What Would You Do - 05/14 - 05/09/2014
... with 36,217 miles took the vehicle to the dealership for a concern with the spare tire. The customer stated that the spare tire would not release from under the vehicle. The technician found that the tube was loose on the bottom of the truck. After releasing...
Re: complimentary oil n filter change, tire rotation and 27 point insp.for anniversary - 09/26/2012
... will be strictly enforced. Any dealer submitting claims that do not adhere to the above fixed reimbursement amounts will be subject to debit of the access amount." Labor Op: z2342 Transaction Type: zssp Reimbursement: miscellaneous net item ***coupon...
... after that time are considered invalid. The audit also brought to light the timing of the customer signature. Article 6.2.2 Authorization to Perform Repairs states that each policy and warranty job card is to be signed by the customer authorizing...
Requesting a Labor Rate Increase - 01/24/2023
... A provides a warranty labor rate based on the dealership’s demonstrated pricing for customer pay repairs, competitive rates charged by other same line/make dealers in their geographical area and must pass a test of reasonableness. Both Option A...
GM Accessories Employee Discount Program - 02/28/2023
... Employee Certificate Authorization Number in the Reference Number field of the claim. The discount reimbursement amount is submitted in the Miscellaneous/Net Item field. Dealers must submit for reimbursement via GWM within 60 days after the program end...
A182202370-LOWER CONTROL ARM WELD - 06/18/2019
... being help open (only our stop sell vehicles). Also I am so confues about the FLOOR PLAN REIMBURSEMENT and WORKING CAPITAL ASSISTANCE PROGRAM.This is all so new to me in general and now thisese are two programs I have never done before at all and...
Forum - 12/09/2019
... is. But I will use $100/hr labor rate (3.0x100.00= 300.00 Labor + 116.45 Materials= 416.45 Total Reimbursement). They will also reimburse 25% blend, but I never try to calculate that in. I know I am probably losing some there, but I dont wanna find out...
Forum - 10/16/2019
... on what you wrote, I don't see a way to get a reimbursement. Did this other shop reimburse the customer for a repair out of town on something they did?...
Forum - 03/12/2019
Hi! The warranty parts expediting program only provides reimbursement for GM parts expedited for warranty repairs (repairs performed during any Applicable Warranty period - e.g. bumper to bumper, powertrain).
Forum - 05/30/2018
... this when I went to the Global support page: Q: 18159 - Noncompliance Recall Floor Plan Reimbursement A: Page Content For claims rejecting with error 076 with labor operation 9103868 for the floor plan reimbursement it is a known issue and is...
Forum - 04/25/2018
... was performed with comments indicating why only one key was provided at time of service, for reimbursement of the key only....
Forum - 04/10/2018
Reimbursement is $75. Refer to the 2017 and Newer MY GM Vehicle Maintenance Program Reference Sheet available within the new Warranty Administration Resource Center App. The sheet is located within the Dealer Program Guides tab under the Included ...
Forum - 07/23/2021
Incidental, non-warranty expense means items such as hotel bills for trip interruptions and car payment reimbursements, not used car pdi tickets. The advisor needs to have an active GMIN number, with sufficient training in Global, on all claaims subm...
Forum - 02/21/2021
... by the Serice Agent to top off windshield washer solvent during the PDI may be submitted for reimbursement using labor operation 0590052 (PDI Related Fluid Adds). Only the actual amount of quart(s) used to prepare the diluted solvent added...
Forum - 12/22/2020
Hi CarolRoyal: The $245 reimbursement applies to the 2020MY Chevrolet Corvette - RPO LT2. (Global Message GCUS-9-10365)
Forum - 01/11/2022
... for your NIT (net item tow) with the required information. Remember the max is $130.00 on a tow reimbursement....
NEW VEHICLE AND CPO MAINTENANCE AMOUNTS NOT WORKING - 07/26/2022
... to submit for net misc. I am still using the reference guide i printed in April though I undertand reimbursement will be going up soon. For some reason, I have had a few that keep saying I am exceeding the net amount for the labor op, going back and...
Forum - 04/10/2023
... into effect on January 1. Refer to the Service Policies and Procedures Manual Article 5 (Reimbursement) for additional detail on labor rate Options A and C....
Forum - 06/05/2017
Lube/oil/filter changes and tire rotation services under the 24/24 Smart Care Wrap 1 : Labor Operation 0600853 > Reimbursement $35 in net/miscellaneous. Recommend contacting GMPP if you continue to experience difficulty processing this transaction...
Forum - 03/14/2017
In the CTA program guide it states-- USING THIRD-PARTY LOANERS/WARRANTY RENTAL REIMBURSEMENT Dealers participating in the CTA Program will be allowed to use third-party (i.e. Enterprise) loaner units under the following condition only: ...
Salary for Warranty Administration - 01/16/2017
... in negotiation with management regarding getting paid a bonus based on the total dollar amount of reimbursement received by the end of the month. I have asked for a 1% bonus. I have been told by a former service manager that getting that...
Forum - 01/16/2017
Yes I do. I get a bonus of 2% of the warranty reimbursement received in each month. I think it's a great way to ensure we are getting as much paid as we can per transaction. Hope this helps.
What Would You Do - 05/16 - 04/28/2016
... would be apparent that the corrosion could have been removed. The service manager feels that the customer will not return to the store for future service or sales if the steps are not replaced. Additionally, only the driver side step is exhibiting...
Forum - 03/15/2018
1st: Submit the reimbursement claim and be sure to scan a copy of the check to attach to the claim. 2nd: Submit the recall claim.
What Would You Do - 10/14 - 10/03/2014
... for a 13-day rental - $1,800 transport invoice for transport of the repaired vehicle to the customer's new home The warranty administrator noticed dialogue on the hard copy stating that the customer was in the process of moving from Tennessee to Texas...
What Would You Do - 05/14 - 05/09/2014
... with 36,217 miles took the vehicle to the dealership for a concern with the spare tire. The customer stated that the spare tire would not release from under the vehicle. The technician found that the tube was loose on the bottom of the truck. After releasing...
Re: complimentary oil n filter change, tire rotation and 27 point insp.for anniversary - 09/26/2012
... will be strictly enforced. Any dealer submitting claims that do not adhere to the above fixed reimbursement amounts will be subject to debit of the access amount." Labor Op: z2342 Transaction Type: zssp Reimbursement: miscellaneous net item ***coupon...
Maintenance Voucher Opcodes Z2312 and Z2313 rejecting for Not Compatible to VIN? - 01/08/2013
... with Labour Code . (LTG Pub) I read the Bulletin stating that after 12/31/2012 you couldn't claim reimbursement for the 5.00 DEXOS credit program. I haven't seen anything on the GM Credit Card Maintenance Voucher claims. These have an expiration date...
Re: Dexos credit submissions - 01/11/2013
... told to submit this claim under GWM. I am using the original RO# to do so. My question is "on a customer pay only RO, which has no warranty information in GWM, do you use the line that the original oil change was put on the jobcard or do you add a...
Re: RESET ALCOHOL CONTENT ??? - 05/03/2012
Need more info..... what was the customer complaint? Were there any DTC's? What led the tech to perform the smoke test? Looking for evap leak? If you have a DTC that shows a potential leak, try using CCND opcode J9992 (Customer Concern Not Duplicated...
Re: GM Dealer Rent-A-Car - 04/06/2012
... them a RIDE to/from their destination instead of putting them in a vehicle. Of course, if the customer wants something to drive, we have something they can rent from us. Keep in mind that this policy is NOT part of their warranty, but a COURTESY...
Re: DRAC cars - 08/19/2011
... It states "Upon reporting the necessary vehicles as outlined in the Program Guide, the dealership reimbursement rate will be updated in Global Warranty Management (GWM) to $42 per day. This change will be communicated to the Service Manager via the...
Re: recall 10153 - 12/08/2010
My thought would be that they would be considered the same as a dealership and wouldn't get the reimbursement. Can't find anything in the Q&A section in the recall to confirm/deny that, but that's my opinion. It does talk about the check being issued...
Re: HUMMER - COMPLIMENTARY MAINTANENCE COUPONS - 11/15/2010
Jim/Brian: Have either of you come across a revision or update supporting the $30 reimbursement?
Re: Parts purchased locally. global pays less. - 10/29/2010
Good example Radley Chevrolet Gals for the correct parts expedite reimbursement procedure. More information may be found in the GWM Clarification Bulletin #2 - Message G_0000050657 (document may be found in Message Archives).
Re: PERFORMING BUYBACK INSPECTIONS - 05/20/2009
... pay dealer cost, account 231/237, for the replacement vehicle when it becomes necessary to trade a customer into a new GM vehicle. Account 231/237 represents the net-net invoice (for Saab, net amount). Dealer gets 125% of their advertising monies back...
Re: GM $15 cards. - 07/01/2009
... The card expired on June 30. The back side of the card contained labor operation Z2218 for a $15 reimbursement. There may be other cards that are valid, but contain a different operation number....
Re: NEW RENTAL RATE QUESTION... - 05/12/2010
... vehicles) Any other GM vehicles (excluding Cadillac and HUMMER) can be rented at a $42 daily reimbursement rate if they are rented through Enterprise Rent-A-Car or part of the Service Agent's own daily rental fleet. If Enterprise or the Service Agent's...
Re: #10023 CAMPAIGN - 04/01/2010
[quote] Rhonda: DID YOU HAVE TO DO V2226 AS AN ADD-ON AFTER V2223 PAID [/quote] you have to submit for floor plan reimbursement first and then submit for eps motor recall and show it as a repeat repairs
Re: PONTIAC PREFERRED OIL CHANGES-SYNTHETIC - 03/23/2010
... recommed your Service Manager review the Dealer Guide, as any feedback to GM from your customers may create additional problems for your dealership. Good luck....
Re: DUAL HEADREST DVD - 12/12/2008
(quote)You can verify a reimbursement by going to GM EPIC then go under invoise and put the VIN in as the control number (/quote) Thanks for this tip! Our Parts mgr is new & didn't know where to look!
What Would You Do? 08/08 - 10/14/2008
A customer with a 2004 Dodge Intrepid recently visited their local C/D/J dealership for an oil change. The vehicle had 32,421 miles on it. A few weeks after the service visit the customer was back in the service department with a concern of an oil leak...
Re: Rental Cars - 10/20/2008
... IMMEDIATELY Date: May 8, 2008 Subject: Correction for Pontiac G6 Courtesy Transportation Reimbursement Rate To: All US GM Dealers Attention: Service Manager and Warranty Administrator The 2008 edition of the Service Policy and Procedures and Warranty...
What Would You Do? 10/08 - 10/14/2008
A vehicle is in the service department for a transmission related concern. After diagnosing the customer concern, the technician determines that the transmission must be reconditioned. The repair is covered by a factory supplied service contract administered...
Re: Rental Cars - 10/23/2008
[quote] Kristen: The Rental Allowance Guidelines reference card has been updated to reflect the change in rental reimbursement for the Pontiac G6 ($42). Thanks, I still had a outdated copy. I just reprinted it.
What Would You Do? 07/08 - 07/25/2008
A customer brings their vehicle in with an air conditioning concern. The technician performs the diagnosis by adding dye and black light testing the vehicle. It is found that the rear extension tube needs to be replaced, but there are no parts available....
Increase in shuttle allowance - 08/25/2008
... and Warranty Administrator Effective September 1, 2008 Courtesy Transportation Shuttle reimbursement will be increased to $7.50 for a one way trip and $15.00 for a round trip shuttle service. The remainder of the Courtesy Transportation program...
Re: 09 Traverse PDI Adds - 10/03/2008
See document # G_0000012187: GM Accessories VPO/LPO Programs: Reimbursement for dealer labor. The following option codes & reimbursement amounts are listed for the Traverse: VBS Two Way Advanced Remote $98.00 VQM Chrome Assist Steps $70.00 VQQ Black...
Tire Pre-Authorization - 07/20/2022
... Card Number, Job Card Date, VIN number, Odometer Select the appropriate Transaction Flag option Customer Enthusiasm -Non Warrantable Repair Vehicle Misbuild, Special Coverage, Policy, Or None Enter the complaint category, complaint code, and a description Enter...
Special Coverage Repairs - 09/24/2019
... labor operations, and part information. Notification letters are sent to all last known customers of record instructing them to contact their dealership to schedule a service appointment only if their vehicle experiences the issue described in the special...
The Policy Evaluation Tool - 06/13/2023
... repair on the job card, the PET must be run separately for each line. The PET provides a minimum Customer/Dealer participation dollar amount or percentage of the total repair amount (applicable amount is whichever is greater) based on the days and miles...
Warranty Briefs: Creating an Add On Report - 10/18/2023
An add on repair is defined as any warranty/policy concern not expressed orally or in writing by the customer at initial write-up. Job cards with add on repair lines are frequently included in Electronic Warranty Reviews by GM Audit Services. With the...
... with Labour Code . (LTG Pub) I read the Bulletin stating that after 12/31/2012 you couldn't claim reimbursement for the 5.00 DEXOS credit program. I haven't seen anything on the GM Credit Card Maintenance Voucher claims. These have an expiration date...
Re: Dexos credit submissions - 01/11/2013
... told to submit this claim under GWM. I am using the original RO# to do so. My question is "on a customer pay only RO, which has no warranty information in GWM, do you use the line that the original oil change was put on the jobcard or do you add a...
Re: RESET ALCOHOL CONTENT ??? - 05/03/2012
Need more info..... what was the customer complaint? Were there any DTC's? What led the tech to perform the smoke test? Looking for evap leak? If you have a DTC that shows a potential leak, try using CCND opcode J9992 (Customer Concern Not Duplicated...
Re: GM Dealer Rent-A-Car - 04/06/2012
... them a RIDE to/from their destination instead of putting them in a vehicle. Of course, if the customer wants something to drive, we have something they can rent from us. Keep in mind that this policy is NOT part of their warranty, but a COURTESY...
Re: DRAC cars - 08/19/2011
... It states "Upon reporting the necessary vehicles as outlined in the Program Guide, the dealership reimbursement rate will be updated in Global Warranty Management (GWM) to $42 per day. This change will be communicated to the Service Manager via the...
Re: recall 10153 - 12/08/2010
My thought would be that they would be considered the same as a dealership and wouldn't get the reimbursement. Can't find anything in the Q&A section in the recall to confirm/deny that, but that's my opinion. It does talk about the check being issued...
Re: HUMMER - COMPLIMENTARY MAINTANENCE COUPONS - 11/15/2010
Jim/Brian: Have either of you come across a revision or update supporting the $30 reimbursement?
Re: Parts purchased locally. global pays less. - 10/29/2010
Good example Radley Chevrolet Gals for the correct parts expedite reimbursement procedure. More information may be found in the GWM Clarification Bulletin #2 - Message G_0000050657 (document may be found in Message Archives).
Re: PERFORMING BUYBACK INSPECTIONS - 05/20/2009
... pay dealer cost, account 231/237, for the replacement vehicle when it becomes necessary to trade a customer into a new GM vehicle. Account 231/237 represents the net-net invoice (for Saab, net amount). Dealer gets 125% of their advertising monies back...
Re: GM $15 cards. - 07/01/2009
... The card expired on June 30. The back side of the card contained labor operation Z2218 for a $15 reimbursement. There may be other cards that are valid, but contain a different operation number....
Re: NEW RENTAL RATE QUESTION... - 05/12/2010
... vehicles) Any other GM vehicles (excluding Cadillac and HUMMER) can be rented at a $42 daily reimbursement rate if they are rented through Enterprise Rent-A-Car or part of the Service Agent's own daily rental fleet. If Enterprise or the Service Agent's...
Re: #10023 CAMPAIGN - 04/01/2010
[quote] Rhonda: DID YOU HAVE TO DO V2226 AS AN ADD-ON AFTER V2223 PAID [/quote] you have to submit for floor plan reimbursement first and then submit for eps motor recall and show it as a repeat repairs
Re: PONTIAC PREFERRED OIL CHANGES-SYNTHETIC - 03/23/2010
... recommed your Service Manager review the Dealer Guide, as any feedback to GM from your customers may create additional problems for your dealership. Good luck....
Re: DUAL HEADREST DVD - 12/12/2008
(quote)You can verify a reimbursement by going to GM EPIC then go under invoise and put the VIN in as the control number (/quote) Thanks for this tip! Our Parts mgr is new & didn't know where to look!
What Would You Do? 08/08 - 10/14/2008
A customer with a 2004 Dodge Intrepid recently visited their local C/D/J dealership for an oil change. The vehicle had 32,421 miles on it. A few weeks after the service visit the customer was back in the service department with a concern of an oil leak...
Re: Rental Cars - 10/20/2008
... IMMEDIATELY Date: May 8, 2008 Subject: Correction for Pontiac G6 Courtesy Transportation Reimbursement Rate To: All US GM Dealers Attention: Service Manager and Warranty Administrator The 2008 edition of the Service Policy and Procedures and Warranty...
What Would You Do? 10/08 - 10/14/2008
A vehicle is in the service department for a transmission related concern. After diagnosing the customer concern, the technician determines that the transmission must be reconditioned. The repair is covered by a factory supplied service contract administered...
Re: Rental Cars - 10/23/2008
[quote] Kristen: The Rental Allowance Guidelines reference card has been updated to reflect the change in rental reimbursement for the Pontiac G6 ($42). Thanks, I still had a outdated copy. I just reprinted it.
What Would You Do? 07/08 - 07/25/2008
A customer brings their vehicle in with an air conditioning concern. The technician performs the diagnosis by adding dye and black light testing the vehicle. It is found that the rear extension tube needs to be replaced, but there are no parts available....
Increase in shuttle allowance - 08/25/2008
... and Warranty Administrator Effective September 1, 2008 Courtesy Transportation Shuttle reimbursement will be increased to $7.50 for a one way trip and $15.00 for a round trip shuttle service. The remainder of the Courtesy Transportation program...
Re: 09 Traverse PDI Adds - 10/03/2008
See document # G_0000012187: GM Accessories VPO/LPO Programs: Reimbursement for dealer labor. The following option codes & reimbursement amounts are listed for the Traverse: VBS Two Way Advanced Remote $98.00 VQM Chrome Assist Steps $70.00 VQQ Black...
Tire Pre-Authorization - 07/20/2022
... Card Number, Job Card Date, VIN number, Odometer Select the appropriate Transaction Flag option Customer Enthusiasm -Non Warrantable Repair Vehicle Misbuild, Special Coverage, Policy, Or None Enter the complaint category, complaint code, and a description Enter...
Special Coverage Repairs - 09/24/2019
... labor operations, and part information. Notification letters are sent to all last known customers of record instructing them to contact their dealership to schedule a service appointment only if their vehicle experiences the issue described in the special...
The Policy Evaluation Tool - 06/13/2023
... repair on the job card, the PET must be run separately for each line. The PET provides a minimum Customer/Dealer participation dollar amount or percentage of the total repair amount (applicable amount is whichever is greater) based on the days and miles...
Warranty Briefs: Creating an Add On Report - 10/18/2023
An add on repair is defined as any warranty/policy concern not expressed orally or in writing by the customer at initial write-up. Job cards with add on repair lines are frequently included in Electronic Warranty Reviews by GM Audit Services. With the...
Service Management Approvals - 09/19/2007
We are on a "paperless" repair order system. We print a shop copy that is signed electronically by the customer and the printed copy is given to them. We also print out a final customer invoice after repairs are completed. At this time we are adding a...
Forum - 09/19/2007
... section. Please see paragraphs 4 & 5 within that article that covers Canadian tourists. If the customer is a tourist, verify the customer's residency and maintain a copy in the dealer's file. H route the claim to your rep. for payment with the odometer...
Consumer Part Warranty - 04/02/2020
... for the balance of the New Vehicle Warranty but in no event less than 12 months/unlimited miles. A customer that purchases and has installed an engine, automatic transmission, or transfer case receives a 3-year/100,000 mile warranty, whichever comes...
Parts Department and Warranty Compliance - 04/13/2022
... for express shipping GM parts not in the dealer's inventory. This program is intended to increase customer satisfaction and is only applicable during the New Vehicle Limited Warranty period. Parts expediting is not eligible for dealership owned vehicles...
Repeat Repair Authorization - 10/02/2018
... management must look at the cause of failure and determine if two repairs (to correct a single customer concern) were necessary and how the repairs should be properly submitted. If the second repair is what corrected the problem it's possible the first...
Servicing Vehicles From Canada - 06/20/2019
... must verify proof of residency and ownership. This can be accomplished by making a copy of the customer's driver's license and vehicle registration and attaching it to the job card. It is also important to ensure the customer is a tourist and did not...
Investigate Vehicle History - 01/23/2018
... field actions are identified as "Open" within the Status Column and must be addressed with the customer at time of write up. Policy Tip: if the recall is added after the customer has left the recall is considered an add-on repair. If the VIN has a branded...
Consequential Damage and One Concern with Separate Causes - 11/01/2017
Getting a detailed customer concern documented on the job card not only is it a requirement from GM, but it is essential for the technician to completely understand the customer's complaint what they're experiencing and what they want corrected. Service...
Missed Revenue - Shuttles - 03/14/2022
... Warranty Revenue topics in the Training Video Library. This video covers Shuttles When your customer chooses to drop their vehicle off at your dealership for a same day repair they may need a ride to work or home. Even if they don't ask, you should always ask...
DEBRI IN TIRE - 11/20/2007
... warranty. They stated they would show me the debri and at very low mileage if I would expect the customer to pay for the debri. Satisfied that I was correct in expecting the customer to pay for the tire we went to look at the debri. It was a petrified...
No Start on New DuraMax - 11/26/2007
... population that live in the the "boonies" and sell a LARGE amount of diesel trucks. This one customer called for a tow, his brand new Silverado wouldn't start, crank, nothing; but it was working fine the night before when he parked it. We sent our...
Re: SPECIAL POLICYS - 02/27/2008
" Special Coverage Subsequent Failure Handling To maintain customer satisfaction, any completed Special Coverage repairs that subsequently require follow-up or corrective work should be performed at no expense to the customer. The vehicle must still...
A simple oil change - 03/11/2008
We had a customer in one morning for a routine oil change on his diesel pickup. Later that day he called, absolutely furious on the phone, wanting to talk to the manager. He said he had just pulled into his driveway, stepped out of the vehicle, and noticed...
Re: Another goodwill question... - 07/09/2008
I have found that if a customer has a service contract, no goodwill is possible, whether the component is covered by them or not. Also, MIC stands for Motors Insurance Corp. I hope this helps. Here's what I found in P&P 1.5.4 "Adjustments beyond the warranty...
Locating A Clunking Sound - 08/07/2008
A customer brought in his Buick Roadmaster wagon for a "clunking sound" heard when turning left or right and over bumps. Three different techs heard it but no one could locate the source of the noise. We kept the vehicle over a week-still no luck. Finally...
Re: COURTESY TRANSPORTATION - 07/01/2008
... RENTAL IS $42 FOR 1ST DAY, AND $37 FOR SUBSEQUENT DAYS (WHY NOT THE SAME PRICE FOR EACH DAY) 1) CUSTOMER OWNS IMPALA - RENTED COBALT 2) CUSTOMER OWNS IMPALA - RENTAL AVEO [/quote] If a small vehicle is rented, the rental rate is $37 for each day....
COURTESY TRANSPORTATION - 06/25/2008
... RENTAL IS $42 FOR 1ST DAY, AND $37 FOR SUBSEQUENT DAYS (WHY NOT THE SAME PRICE FOR EACH DAY) 1) CUSTOMER OWNS IMPALA - RENTED COBALT 2) CUSTOMER OWNS IMPALA - RENTAL AVEO ...
RADIO B CLAIM - 10/27/2008
I always seem to be baffled by this one. A customer had the radio R&R to send out to specmo on 8/8/8 at 92910 miles. On 10/21/8 at 98457 miles the customer returned with the same complaint of unable to eject CD's. Found nec to R&R radio again. This...
Re: Non-Gm Windshields - 12/24/2008
... is obtained (refer to the paragraph "Warranty Coverage" above). Dealer is to indicate to the customer in writing any modifications made or parts and or accessories installed on the vehicle that are not marketed by or authorized by GM. Refer to Article...
Re: Monday morning brain fog-- goodwill question - 03/25/2009
... a messenger document and said that between 70,000-80,000 miles they would cover the cluster only, customer pays labor. Just today, a messenger document was released with updated information. They are now covering the '05 models as well and keeping...
Re: Engine Warranty Question - 01/15/2009
... Warranty Applies only when purchased as a retail transaction. (Retail Transaction is defined as customer paying all or any portion of transaction.) Goodwill adjustments where the purchaser participates and for GMPP repairs, (or other service contract),...
Re: Global Warranty and ADP users - 03/08/2010
... it for warranty. If there is warranty on an RO our cashiers know to leave the RO open, even if the customer paid...[/quote] So, are the cashiers able to cashier the customer pay or do you give it back to them after the warranty is done to cashier i...
Re: DEALER INSTALLED GM ACCESSORIES - 05/03/2010
Question in regards to the whole GM accessories thing. Do GM accessories sold to customer at time of vehicle purchase fall under this message as well or is it just those added at time the order is placed with GM? To my understanding, the accessories...
Re: SERVICE OFFER CERTIFICATES - 04/22/2010
I called DBC recently and they advised me that on GlobalConnect there is a link under service that you can see all the customers who are being directed to your dealership for promotions. The link is labeled Dealer Manifest. I had to have my GlobalConnect...
Re: SALVAGE -WARRANTY BLOCK VEHICLES - 01/06/2010
... processed. All GM Dealer's are to access the GMVIS system in order to qualify warranty coverage. Customers who wish to challenge a voided or branded title should be directed to GM Customer Assistance. ...
We are on a "paperless" repair order system. We print a shop copy that is signed electronically by the customer and the printed copy is given to them. We also print out a final customer invoice after repairs are completed. At this time we are adding a...
Forum - 09/19/2007
... section. Please see paragraphs 4 & 5 within that article that covers Canadian tourists. If the customer is a tourist, verify the customer's residency and maintain a copy in the dealer's file. H route the claim to your rep. for payment with the odometer...
Consumer Part Warranty - 04/02/2020
... for the balance of the New Vehicle Warranty but in no event less than 12 months/unlimited miles. A customer that purchases and has installed an engine, automatic transmission, or transfer case receives a 3-year/100,000 mile warranty, whichever comes...
Parts Department and Warranty Compliance - 04/13/2022
... for express shipping GM parts not in the dealer's inventory. This program is intended to increase customer satisfaction and is only applicable during the New Vehicle Limited Warranty period. Parts expediting is not eligible for dealership owned vehicles...
Repeat Repair Authorization - 10/02/2018
... management must look at the cause of failure and determine if two repairs (to correct a single customer concern) were necessary and how the repairs should be properly submitted. If the second repair is what corrected the problem it's possible the first...
Servicing Vehicles From Canada - 06/20/2019
... must verify proof of residency and ownership. This can be accomplished by making a copy of the customer's driver's license and vehicle registration and attaching it to the job card. It is also important to ensure the customer is a tourist and did not...
Investigate Vehicle History - 01/23/2018
... field actions are identified as "Open" within the Status Column and must be addressed with the customer at time of write up. Policy Tip: if the recall is added after the customer has left the recall is considered an add-on repair. If the VIN has a branded...
Consequential Damage and One Concern with Separate Causes - 11/01/2017
Getting a detailed customer concern documented on the job card not only is it a requirement from GM, but it is essential for the technician to completely understand the customer's complaint what they're experiencing and what they want corrected. Service...
Missed Revenue - Shuttles - 03/14/2022
... Warranty Revenue topics in the Training Video Library. This video covers Shuttles When your customer chooses to drop their vehicle off at your dealership for a same day repair they may need a ride to work or home. Even if they don't ask, you should always ask...
DEBRI IN TIRE - 11/20/2007
... warranty. They stated they would show me the debri and at very low mileage if I would expect the customer to pay for the debri. Satisfied that I was correct in expecting the customer to pay for the tire we went to look at the debri. It was a petrified...
No Start on New DuraMax - 11/26/2007
... population that live in the the "boonies" and sell a LARGE amount of diesel trucks. This one customer called for a tow, his brand new Silverado wouldn't start, crank, nothing; but it was working fine the night before when he parked it. We sent our...
Re: SPECIAL POLICYS - 02/27/2008
" Special Coverage Subsequent Failure Handling To maintain customer satisfaction, any completed Special Coverage repairs that subsequently require follow-up or corrective work should be performed at no expense to the customer. The vehicle must still...
A simple oil change - 03/11/2008
We had a customer in one morning for a routine oil change on his diesel pickup. Later that day he called, absolutely furious on the phone, wanting to talk to the manager. He said he had just pulled into his driveway, stepped out of the vehicle, and noticed...
Re: Another goodwill question... - 07/09/2008
I have found that if a customer has a service contract, no goodwill is possible, whether the component is covered by them or not. Also, MIC stands for Motors Insurance Corp. I hope this helps. Here's what I found in P&P 1.5.4 "Adjustments beyond the warranty...
Locating A Clunking Sound - 08/07/2008
A customer brought in his Buick Roadmaster wagon for a "clunking sound" heard when turning left or right and over bumps. Three different techs heard it but no one could locate the source of the noise. We kept the vehicle over a week-still no luck. Finally...
Re: COURTESY TRANSPORTATION - 07/01/2008
... RENTAL IS $42 FOR 1ST DAY, AND $37 FOR SUBSEQUENT DAYS (WHY NOT THE SAME PRICE FOR EACH DAY) 1) CUSTOMER OWNS IMPALA - RENTED COBALT 2) CUSTOMER OWNS IMPALA - RENTAL AVEO [/quote] If a small vehicle is rented, the rental rate is $37 for each day....
COURTESY TRANSPORTATION - 06/25/2008
... RENTAL IS $42 FOR 1ST DAY, AND $37 FOR SUBSEQUENT DAYS (WHY NOT THE SAME PRICE FOR EACH DAY) 1) CUSTOMER OWNS IMPALA - RENTED COBALT 2) CUSTOMER OWNS IMPALA - RENTAL AVEO ...
RADIO B CLAIM - 10/27/2008
I always seem to be baffled by this one. A customer had the radio R&R to send out to specmo on 8/8/8 at 92910 miles. On 10/21/8 at 98457 miles the customer returned with the same complaint of unable to eject CD's. Found nec to R&R radio again. This...
Re: Non-Gm Windshields - 12/24/2008
... is obtained (refer to the paragraph "Warranty Coverage" above). Dealer is to indicate to the customer in writing any modifications made or parts and or accessories installed on the vehicle that are not marketed by or authorized by GM. Refer to Article...
Re: Monday morning brain fog-- goodwill question - 03/25/2009
... a messenger document and said that between 70,000-80,000 miles they would cover the cluster only, customer pays labor. Just today, a messenger document was released with updated information. They are now covering the '05 models as well and keeping...
Re: Engine Warranty Question - 01/15/2009
... Warranty Applies only when purchased as a retail transaction. (Retail Transaction is defined as customer paying all or any portion of transaction.) Goodwill adjustments where the purchaser participates and for GMPP repairs, (or other service contract),...
Re: Global Warranty and ADP users - 03/08/2010
... it for warranty. If there is warranty on an RO our cashiers know to leave the RO open, even if the customer paid...[/quote] So, are the cashiers able to cashier the customer pay or do you give it back to them after the warranty is done to cashier i...
Re: DEALER INSTALLED GM ACCESSORIES - 05/03/2010
Question in regards to the whole GM accessories thing. Do GM accessories sold to customer at time of vehicle purchase fall under this message as well or is it just those added at time the order is placed with GM? To my understanding, the accessories...
Re: SERVICE OFFER CERTIFICATES - 04/22/2010
I called DBC recently and they advised me that on GlobalConnect there is a link under service that you can see all the customers who are being directed to your dealership for promotions. The link is labeled Dealer Manifest. I had to have my GlobalConnect...
Re: SALVAGE -WARRANTY BLOCK VEHICLES - 01/06/2010
... processed. All GM Dealer's are to access the GMVIS system in order to qualify warranty coverage. Customers who wish to challenge a voided or branded title should be directed to GM Customer Assistance. ...
Re: WHY SEALS AND GASKETS ARE NOT WARRANTY(B AND N CLAIMS) - 04/22/2009
... TALKING ABOUT. THE OWNER WAS BEHIND ME SO THEY LOST. NO MORE ARGUEMENTS! BUT JUST HOPE THE CUSTOMER DOESN'T GET GM CUSTOMER SERVICE INVOLVED....THEN YOUR LIFE WILL REALLY BE HELL....
GM warranty quiz jan 11-2 - 01/21/2011
... title. I picked answer with ZREG, ZPTI, ZPTC & ZFAT, somebody please help me out here. Are not customer pay tickets (regardless of salvage title or not) put into global so ALL GM dealerships throughout the USA able to see what is done to all vehicles?...
Dye test - 07/09/2010
I know this has probably been asked We are working on 2008 Chevrolet Impala, customer complains of coolant leak, we can not find a leak, installed dye and customer to drive. Is there an op for the dye test? Thanks for any help!
Re: recall for the heated wiper fluid - 06/09/2010
... system. After performing the procedure, dealers are to issue a $100 USD/$105 CDN check to the customer as compensation for the loss of this feature. Involved vehicles currently in dealer/retailer new or used car inventory are not eligible for a check....
Re: Goodwill for radio - 07/22/2011
... but GM issued a bulletin and will not allow the ESC to do that any longer. Once it's ordered a Customer Pay they will no longer change it. At least ours won't :-) Bulletin: 05-00-89-045B: Dealers must notify ESCs of the goodwill at time of part order...
Re: Certified Service - 03/23/2011
... Complimentary Maintenance program for Saturns and Pontiac's is offered on line in emails sent to customers. I'm wondering how to keep track of the maintenance performed? We have only seen the cards that are sent in the mail, which you record on the card....
CUST BROKE DOWN "OUT OF TOWN" - 01/17/2012
I have a customer (from bay area) that broke down while down south "Transmission would not shift"... The vehicle was in shop from dec 23rd to dec 30th & K7251/Input housing & turbine shaft assy was performed -- the cust was never offered alternate transportation...
Re: Complimentary Anniversary LOF Labor Op - 04/23/2012
... and had no information on such a program. She asked me to fax her the email provided by the customer & said she would "escalate" the case. I am to be contacted by her by Thursday. We shall see...... This email looks genuine, has all the usual GM...
Re: What would you do? - 07/20/2012
... to work thru now, is there is no punch times.... at the dealership level the claim was considered 'customer pay' from the start- should the tech have punched in anyway, ALBSOLUTELY- but never in a million years did anyone involved beleive this was going...
Information on VISS - 06/06/2012
Does anyone know how the information is submitted so it shows up on VISS? We have a customer who has a 2008 Equinox, original owner who does all service at our dealership. When I attempted to submit a goodwill claim (she was out by 240 miles), the...
Re: Ignition Recall Towing - 07/16/2014
THE LAST INFORMATION I READ, UNDER THE IGNITION RECALLS 13454 AND 14063, GM ROADSIDE WILL COVER TOWING IF THE CUSTOMER CAN'T OR DOESN'T FEEL SAFE DRIVING THEIR VEHICLE TO THE DEALERSHIP. YOU MUST CALL A SPECIAL NUMBER SPECIFICALLY FOR THIS: 1-855-381-5826...
Re: Business Choice - 11/20/2013
... at the dealer's discretion, as stated under the "General" header of the same message.** The customer acknowledges their understanding of the program and what it covers through the Customer Acknowledgement Form. Kristen/jlwarranty...
What Would You Do - 01/14 - 01/10/2014
... started on a Tuesday, in late December, 2013, and completed on Wednesday of that same week. The customer was provided with a rental unit to minimize their inconvenience. Because the dealership participates in the GMDRAC (GM Dealer Rent-a-Car) program...
Enhanced Chevy and Buick /GMC courtesty trasporation program - 01/03/2014
Got a few q's..... If a customer has a customer pay repair order and needs a loaner vehicle, how is that submitted for? The bulletin, # 07-00-89-037 says for a full day we can get $42, partial $21. Where is the labor op to claim it? Looks like a repair...
Re: CPO Maintenance Plan - 09/25/2015
Verify the vehicle calls for this type of oil. The customer may be requesting this oil and could pay the difference in price. There is only Standard $30.00 / Dexos $35.00 / Synthetic $60.00 / and Diesel $60.00. The customer or dealer would have...
Forum - 03/01/2018
... want to claim diagnosis? That is what it sounds like. Based on that assumption I would say no. Any customer should be educated at write up that there is a potential that the failure may not be covered if it is due to improper maintenance, wear, or abuse....
Forum - 12/08/2017
ZSET ‐ Service event. This is an optional transaction type for internal or customer pay transactions. Customer pay actions may include accessories, maintenance, or repair procedures. This transaction is used to submit for...
Forum - 12/06/2017
... it only says the Date and Time is needed. It should say, You must state that the customer approved the concern and provide the date and time that they approved it. It shouldn't be something that can be interpreted wrong, it should be very clear...
Forum - 09/06/2017
... are other special circumstances, vehicles with branded titles may be included. If included, those customers will receive a special coverage notification letter and their vehicles will be identified in the Global Warranty Management system as being involved....
TOW CHARGES - 06/28/2017
... be paid under the warranty claim since it was still covered under basic. Was told that the customer would need to claim it under the Roadside Assistance. Is this correct? I thought that it was to be handled the best way for the customer. Does any one...
Re: DEALERTRACK - 06/21/2016
my GMPP claims are booked as customer pay lines. (GMPP pays list) having the lines booked as customer pay it will generate tax. "90" your screen. Do an "M", dollar amount, RO# (as your debit control number) and account is 26300. The repair order will...
What Would You Do - 11/16 - 10/26/2016
... Program when the vehicle ran out of fuel. The program is designed to provide an exceptional customer experience in the form of minor repairs or the coordination of towing services when the need arises. Fuel delivery is one of the available light services...
Forum - 08/24/2016
... are other special circumstances, vehicles with branded titles may be included. If included, those customers will receive a special coverage notification letter and their vehicles will be identified in the Global Warranty Management system as being involved....
Forum - 03/23/2017
... No it's not and cnkraemer says yes it is. Let me try again to ask a different way...Say a customer comes in with a complaint of a leak under the front of the car. We determine that we need to replace the radiator. We have to order the radiator. ...
Forum - 04/05/2017
... - complete the Tire PRA and handle as a ZREG transaction. OR... In the interest of customer loyalty for a non-manufacturer's defect situation, the situation may be handled as customer enthusiasm. It is important to indicate...
... TALKING ABOUT. THE OWNER WAS BEHIND ME SO THEY LOST. NO MORE ARGUEMENTS! BUT JUST HOPE THE CUSTOMER DOESN'T GET GM CUSTOMER SERVICE INVOLVED....THEN YOUR LIFE WILL REALLY BE HELL....
GM warranty quiz jan 11-2 - 01/21/2011
... title. I picked answer with ZREG, ZPTI, ZPTC & ZFAT, somebody please help me out here. Are not customer pay tickets (regardless of salvage title or not) put into global so ALL GM dealerships throughout the USA able to see what is done to all vehicles?...
Dye test - 07/09/2010
I know this has probably been asked We are working on 2008 Chevrolet Impala, customer complains of coolant leak, we can not find a leak, installed dye and customer to drive. Is there an op for the dye test? Thanks for any help!
Re: recall for the heated wiper fluid - 06/09/2010
... system. After performing the procedure, dealers are to issue a $100 USD/$105 CDN check to the customer as compensation for the loss of this feature. Involved vehicles currently in dealer/retailer new or used car inventory are not eligible for a check....
Re: Goodwill for radio - 07/22/2011
... but GM issued a bulletin and will not allow the ESC to do that any longer. Once it's ordered a Customer Pay they will no longer change it. At least ours won't :-) Bulletin: 05-00-89-045B: Dealers must notify ESCs of the goodwill at time of part order...
Re: Certified Service - 03/23/2011
... Complimentary Maintenance program for Saturns and Pontiac's is offered on line in emails sent to customers. I'm wondering how to keep track of the maintenance performed? We have only seen the cards that are sent in the mail, which you record on the card....
CUST BROKE DOWN "OUT OF TOWN" - 01/17/2012
I have a customer (from bay area) that broke down while down south "Transmission would not shift"... The vehicle was in shop from dec 23rd to dec 30th & K7251/Input housing & turbine shaft assy was performed -- the cust was never offered alternate transportation...
Re: Complimentary Anniversary LOF Labor Op - 04/23/2012
... and had no information on such a program. She asked me to fax her the email provided by the customer & said she would "escalate" the case. I am to be contacted by her by Thursday. We shall see...... This email looks genuine, has all the usual GM...
Re: What would you do? - 07/20/2012
... to work thru now, is there is no punch times.... at the dealership level the claim was considered 'customer pay' from the start- should the tech have punched in anyway, ALBSOLUTELY- but never in a million years did anyone involved beleive this was going...
Information on VISS - 06/06/2012
Does anyone know how the information is submitted so it shows up on VISS? We have a customer who has a 2008 Equinox, original owner who does all service at our dealership. When I attempted to submit a goodwill claim (she was out by 240 miles), the...
Re: Ignition Recall Towing - 07/16/2014
THE LAST INFORMATION I READ, UNDER THE IGNITION RECALLS 13454 AND 14063, GM ROADSIDE WILL COVER TOWING IF THE CUSTOMER CAN'T OR DOESN'T FEEL SAFE DRIVING THEIR VEHICLE TO THE DEALERSHIP. YOU MUST CALL A SPECIAL NUMBER SPECIFICALLY FOR THIS: 1-855-381-5826...
Re: Business Choice - 11/20/2013
... at the dealer's discretion, as stated under the "General" header of the same message.** The customer acknowledges their understanding of the program and what it covers through the Customer Acknowledgement Form. Kristen/jlwarranty...
What Would You Do - 01/14 - 01/10/2014
... started on a Tuesday, in late December, 2013, and completed on Wednesday of that same week. The customer was provided with a rental unit to minimize their inconvenience. Because the dealership participates in the GMDRAC (GM Dealer Rent-a-Car) program...
Enhanced Chevy and Buick /GMC courtesty trasporation program - 01/03/2014
Got a few q's..... If a customer has a customer pay repair order and needs a loaner vehicle, how is that submitted for? The bulletin, # 07-00-89-037 says for a full day we can get $42, partial $21. Where is the labor op to claim it? Looks like a repair...
Re: CPO Maintenance Plan - 09/25/2015
Verify the vehicle calls for this type of oil. The customer may be requesting this oil and could pay the difference in price. There is only Standard $30.00 / Dexos $35.00 / Synthetic $60.00 / and Diesel $60.00. The customer or dealer would have...
Forum - 03/01/2018
... want to claim diagnosis? That is what it sounds like. Based on that assumption I would say no. Any customer should be educated at write up that there is a potential that the failure may not be covered if it is due to improper maintenance, wear, or abuse....
Forum - 12/08/2017
ZSET ‐ Service event. This is an optional transaction type for internal or customer pay transactions. Customer pay actions may include accessories, maintenance, or repair procedures. This transaction is used to submit for...
Forum - 12/06/2017
... it only says the Date and Time is needed. It should say, You must state that the customer approved the concern and provide the date and time that they approved it. It shouldn't be something that can be interpreted wrong, it should be very clear...
Forum - 09/06/2017
... are other special circumstances, vehicles with branded titles may be included. If included, those customers will receive a special coverage notification letter and their vehicles will be identified in the Global Warranty Management system as being involved....
TOW CHARGES - 06/28/2017
... be paid under the warranty claim since it was still covered under basic. Was told that the customer would need to claim it under the Roadside Assistance. Is this correct? I thought that it was to be handled the best way for the customer. Does any one...
Re: DEALERTRACK - 06/21/2016
my GMPP claims are booked as customer pay lines. (GMPP pays list) having the lines booked as customer pay it will generate tax. "90" your screen. Do an "M", dollar amount, RO# (as your debit control number) and account is 26300. The repair order will...
What Would You Do - 11/16 - 10/26/2016
... Program when the vehicle ran out of fuel. The program is designed to provide an exceptional customer experience in the form of minor repairs or the coordination of towing services when the need arises. Fuel delivery is one of the available light services...
Forum - 08/24/2016
... are other special circumstances, vehicles with branded titles may be included. If included, those customers will receive a special coverage notification letter and their vehicles will be identified in the Global Warranty Management system as being involved....
Forum - 03/23/2017
... No it's not and cnkraemer says yes it is. Let me try again to ask a different way...Say a customer comes in with a complaint of a leak under the front of the car. We determine that we need to replace the radiator. We have to order the radiator. ...
Forum - 04/05/2017
... - complete the Tire PRA and handle as a ZREG transaction. OR... In the interest of customer loyalty for a non-manufacturer's defect situation, the situation may be handled as customer enthusiasm. It is important to indicate...
Forum - 07/07/2023
In the FAQ's under message GCUS-3-2929 it says Q10) If customers are concerned, can they get a rental car or courtesy transportation? A10) Courtesy transportation is available for customers whose vehicles are involved in this recall and are...
Forum - 08/01/2023
... starting to make sense, I think. LOL Parts were ordered through SPO. So it seems this would be a customer added RPO and we wouldn't collect from GM. I also spoke to my sales manager and he pulled up the factory invoice; he said it doesn't list the black...
Forum - 03/10/2023
... we need to know to give you a good answer. The short version is if you install the part initially customer pay then the warranty period is 2 years unlimited (with exceptions) part and labor. Also the parts warranty does not reset every time it...
CCND on In stock Vehicles - 03/12/2023
... and there are nopark assist issues, please ignore these DTC's and continuewith diagnosis of the customer complaint following diagnosisin SI. Note: Please do not attempt to program the K182 Park Assistmodule at this time until a verified fix is available....
WARRANTY ADMINISTRATOR - 02/09/2023
... I have a part ticket for a sensor that was purchased over the counter in January 2023, the customer returned the sensor in February, we have the failed sensor, and our Parts Department gave the customer another sensor. I am trying to use ZPTC I have...
Forum - 06/27/2022
... Manual page 18: "One Concern with Two Published Labour Operations: There may be times when the customer expressed ONE concern, but it is actually TWO concerns and should be written up as two separate lines. Example: Customer describes a pulsation from...
What Would You Do? - 12/22 - 11/21/2022
... with the vehicle until a repair was developed. As TAC advised to not drive the vehicle, the customer was placed in a rental on 5/9/2022. The customer was in the rental vehicle for 174 days, until 11/8/2022 when the vehicle was repaired.After...
What Would You Do? - 02/23 - 01/24/2023
A job card was written on September 13, 2022 to address a customer concern of not being able to turn the steering wheel on their 2016 Cadillac CT6 with 40,600 miles. While outside of the new vehicle bumper to bumper warranty, the vehicle has coverage...
Forum - 07/07/2022
... 95/5 issue. We have a claim that was opened on 05/23/2022. It had a recall on it and the rest was customer pay. The recall was done on 5/23 but the rest of the repairs were done in July due to waiting for parts. So since the customer didn't get all their...
Forum - 01/28/2022
You would need an op code for each repair. If, repair is $1000, customer would be responsible for $500 of repair totals and GM the other $500. You would put a deductible on each repair line. Hood deductible $250 (oh however much the repairs...
What Would You Do - 11/20 - 10/27/2020
... a unique situation involving a recall repair on a 2019 Chevrolet Silverado with 14,284 miles. The customer visited their dealership for a LOF, MPVI, and performance of open Customer Satisfaction Recall N192264451: Premature Brake Wear Notification.The...
Forum - 07/28/2021
Here, we have cashier who inputs time and note and collects customer payments. Then I get them: lop, flag warranty time, check for compliance, make sure all sublet invoices are accounted for, and submit and follow all the way thru to crediting warranty...
Forum - 04/25/2018
... months/unlimited miles, whichever is greater. Batteries purchased as a retail transaction by the customer are covered under the terms of the ACDelco battery warranty by the service agent or ACDelco distributor. Policies & Procedures Article 2.8.4:...
Forum - 04/25/2018
One Concern, but Separate Causes Scenario - When two unrelated causes are found to be contributing to a single customer complaint, they should be claimed in two transactions with the corresponding labor operations applicable to the failed components....
Forum - 09/14/2018
While the program guides for the Buick, Chevrolet, and GMC Maintenance Programs have not yet been released, the Customer Acknowledgement forms indicate that the customer will receive one maintenance visit during the first 12 months of ownership....
Bulletin #PIE0485: Engineering Information - Airbag Light On and/or Intermittently On, DTC B0074-0D Set or Stored in History - 11/01/2018
... them sent back for testing. So neither of these two things are covered under warranty for this customer anymore, but the engineer told the tech they are covered and to use the labor op in the bulletin above, but when you look up that bulletin the labor...
Forum - 10/17/2018
Customer pay, GM doesn't pay for the programming on a customer purchased module. Oops, I didn't read the whole thing before I posted. Sadly, my original answer still stands. That sounds like a ZPTC and programming is not part of that type of claim. The ...
What Would You Do - 11/19 - 10/23/2019
... part to an independent service repair facility. The repair facility then installed the part on a customer’s vehicle. Unfortunately, after installation the vehicle incurred a failure with the replaced part while being operated out of town. While...
Forum - 11/13/2019
... covered if you have approved diagnostic time. Once it becomes warranty you don't still charge the customer for diagnostic time. It becomes whatever you determine customer participation will be. Does that make sense? ...
Forum - 01/07/2020
... lack of maintenance, the absence of claims submitted within the brand maintenance program and/or customer pay receipts for maintenance establish the customer's unwillingness to perform routine maintenance on their vehicle, and as result, do not provide...
Forum - 03/13/2020
... Operating Procedures Bulletin (04-00-89-015): Q: If my total repair elapsed time is on the customer pay line of the job card, but the job card had one customer pay line and two warranty lines on the same ticket, would I be debited back for the...
Forum - 03/12/2020
You have to be very careful. Most customers have vouchers thru the My Rewards Program which you do redeem through the app on Global Connect and it is paid through the dealer's open account. However, recently I have had two customers come in...
What Would You Do - 09/19 - 08/27/2019
The tonneau cover on a customer’s 2019 Chevrolet Silverado flew off while the customer was driving down the road due to an apparent manufacturer’s defect. The technician inspected the vehicle and the bent tonneau cover and determined it required...
Forum - 08/27/2019
... job card. (P&P Article 3.2.8) As a best practice, encourage technician time documentation on customer pay/internal job cards for continuity (as well as in the event a repair changes from customer pay to warranty). ...
Forum - 09/10/2019
.) What is the policy on swapping parts from a stock vehicle to a customer vehicle? Swapped parts must be returned to the stock vehicle with replacement parts ordered for the customer vehicle
In the FAQ's under message GCUS-3-2929 it says Q10) If customers are concerned, can they get a rental car or courtesy transportation? A10) Courtesy transportation is available for customers whose vehicles are involved in this recall and are...
Forum - 08/01/2023
... starting to make sense, I think. LOL Parts were ordered through SPO. So it seems this would be a customer added RPO and we wouldn't collect from GM. I also spoke to my sales manager and he pulled up the factory invoice; he said it doesn't list the black...
Forum - 03/10/2023
... we need to know to give you a good answer. The short version is if you install the part initially customer pay then the warranty period is 2 years unlimited (with exceptions) part and labor. Also the parts warranty does not reset every time it...
CCND on In stock Vehicles - 03/12/2023
... and there are nopark assist issues, please ignore these DTC's and continuewith diagnosis of the customer complaint following diagnosisin SI. Note: Please do not attempt to program the K182 Park Assistmodule at this time until a verified fix is available....
WARRANTY ADMINISTRATOR - 02/09/2023
... I have a part ticket for a sensor that was purchased over the counter in January 2023, the customer returned the sensor in February, we have the failed sensor, and our Parts Department gave the customer another sensor. I am trying to use ZPTC I have...
Forum - 06/27/2022
... Manual page 18: "One Concern with Two Published Labour Operations: There may be times when the customer expressed ONE concern, but it is actually TWO concerns and should be written up as two separate lines. Example: Customer describes a pulsation from...
What Would You Do? - 12/22 - 11/21/2022
... with the vehicle until a repair was developed. As TAC advised to not drive the vehicle, the customer was placed in a rental on 5/9/2022. The customer was in the rental vehicle for 174 days, until 11/8/2022 when the vehicle was repaired.After...
What Would You Do? - 02/23 - 01/24/2023
A job card was written on September 13, 2022 to address a customer concern of not being able to turn the steering wheel on their 2016 Cadillac CT6 with 40,600 miles. While outside of the new vehicle bumper to bumper warranty, the vehicle has coverage...
Forum - 07/07/2022
... 95/5 issue. We have a claim that was opened on 05/23/2022. It had a recall on it and the rest was customer pay. The recall was done on 5/23 but the rest of the repairs were done in July due to waiting for parts. So since the customer didn't get all their...
Forum - 01/28/2022
You would need an op code for each repair. If, repair is $1000, customer would be responsible for $500 of repair totals and GM the other $500. You would put a deductible on each repair line. Hood deductible $250 (oh however much the repairs...
What Would You Do - 11/20 - 10/27/2020
... a unique situation involving a recall repair on a 2019 Chevrolet Silverado with 14,284 miles. The customer visited their dealership for a LOF, MPVI, and performance of open Customer Satisfaction Recall N192264451: Premature Brake Wear Notification.The...
Forum - 07/28/2021
Here, we have cashier who inputs time and note and collects customer payments. Then I get them: lop, flag warranty time, check for compliance, make sure all sublet invoices are accounted for, and submit and follow all the way thru to crediting warranty...
Forum - 04/25/2018
... months/unlimited miles, whichever is greater. Batteries purchased as a retail transaction by the customer are covered under the terms of the ACDelco battery warranty by the service agent or ACDelco distributor. Policies & Procedures Article 2.8.4:...
Forum - 04/25/2018
One Concern, but Separate Causes Scenario - When two unrelated causes are found to be contributing to a single customer complaint, they should be claimed in two transactions with the corresponding labor operations applicable to the failed components....
Forum - 09/14/2018
While the program guides for the Buick, Chevrolet, and GMC Maintenance Programs have not yet been released, the Customer Acknowledgement forms indicate that the customer will receive one maintenance visit during the first 12 months of ownership....
Bulletin #PIE0485: Engineering Information - Airbag Light On and/or Intermittently On, DTC B0074-0D Set or Stored in History - 11/01/2018
... them sent back for testing. So neither of these two things are covered under warranty for this customer anymore, but the engineer told the tech they are covered and to use the labor op in the bulletin above, but when you look up that bulletin the labor...
Forum - 10/17/2018
Customer pay, GM doesn't pay for the programming on a customer purchased module. Oops, I didn't read the whole thing before I posted. Sadly, my original answer still stands. That sounds like a ZPTC and programming is not part of that type of claim. The ...
What Would You Do - 11/19 - 10/23/2019
... part to an independent service repair facility. The repair facility then installed the part on a customer’s vehicle. Unfortunately, after installation the vehicle incurred a failure with the replaced part while being operated out of town. While...
Forum - 11/13/2019
... covered if you have approved diagnostic time. Once it becomes warranty you don't still charge the customer for diagnostic time. It becomes whatever you determine customer participation will be. Does that make sense? ...
Forum - 01/07/2020
... lack of maintenance, the absence of claims submitted within the brand maintenance program and/or customer pay receipts for maintenance establish the customer's unwillingness to perform routine maintenance on their vehicle, and as result, do not provide...
Forum - 03/13/2020
... Operating Procedures Bulletin (04-00-89-015): Q: If my total repair elapsed time is on the customer pay line of the job card, but the job card had one customer pay line and two warranty lines on the same ticket, would I be debited back for the...
Forum - 03/12/2020
You have to be very careful. Most customers have vouchers thru the My Rewards Program which you do redeem through the app on Global Connect and it is paid through the dealer's open account. However, recently I have had two customers come in...
What Would You Do - 09/19 - 08/27/2019
The tonneau cover on a customer’s 2019 Chevrolet Silverado flew off while the customer was driving down the road due to an apparent manufacturer’s defect. The technician inspected the vehicle and the bent tonneau cover and determined it required...
Forum - 08/27/2019
... job card. (P&P Article 3.2.8) As a best practice, encourage technician time documentation on customer pay/internal job cards for continuity (as well as in the event a repair changes from customer pay to warranty). ...
Forum - 09/10/2019
.) What is the policy on swapping parts from a stock vehicle to a customer vehicle? Swapped parts must be returned to the stock vehicle with replacement parts ordered for the customer vehicle
Forum - 03/21/2019
... approve. Early bird envelopes or drop-off forms must provide the following fields for the customer to complete: Date including month, day and year (MM/DD/YYYY) Complete VIN Odometer reading taken from the vehicle (mileage must be validated via a...
Job Card Attachments - 09/26/2022
... the service manager’s written approval if the transaction is over $2,500, which includes the customer participation amount; any claim over $2,500 must be GM Authorized. If the dealer gets approval to deviate from the PET by an amount greater than...
Getting to Know the PET - 01/03/2022
... tool: The Policy Evaluation Tool must always be run prior to offering GM Policy assistance to a customer. Only use PET if you feel offering out of warranty assistance is the best decision for the particular case. Consider that use of a Goodwill Tool...
November 2021 Recall Update - 10/26/2021
Customer Satisfaction Recall N202326450-01 Harness Missing Circuits for Driver Seat Haptic Function: The bulletin that affects certain 2021 Cadillac CT4 vehicles has been revised to update the service procedure. Safety Recall N212332040-01 Stall ...
Assembly Repair/Replacement - 03/28/2022
... and then TAC & PQC. Situations where an engine or transmission assembly is being replaced for customer satisfaction, or when no root cause of failure can be determined, require GM pre-approval via the Aftersales Empowerment Portal prior to the technician...
Warranty Administrator responsibilities - 12/12/2023
... My current process with warranty claims is terrible - my advisors bill everything, deliver the customer, then the cashier closes the job card. The next morning, my warranty admin grabs the pile of claims from the previous day and reviews them all...
What Would You Do? - 01/24 - 12/27/2023
A customer had their 2017 Buick Regal towed to their dealership with concerns of a smoking/burning oil odor and runs rough condition. The technician diagnosed the concern and found that there was internal damage to the engine, requiring replacement.A...
Forum - 03/05/2024
... they money they make I would tell sales to shut up and just pay for some center caps to make the customer happy. Why would they even waste your time on this one? Tell them to do a field product report or something if they want to push it and move on....
Reconditioning Used Vehicles - 05/23/2023
... services aimed at improving the vehicle’s condition and value prior to its sale to a customer. This includes repair or replacement of wear and tear and maintenance items, damage to the vehicle, or any other non-warrantable failure. Repairs that...
Part Warranty Exceptions - 03/27/2020
Most GM parts have a 24-month, unlimited mileage warranty whether installed or sold over the counter as a customer pay transaction. For a comprehensive list of GM and ACDelco part warranties, refer to the Quick Reference Chart found in the Warranty Administration...
Service Policies and Procedures Updates - 03/27/2020
... days. Service Policies & Procedures Article 7.1-7.2 The sublet invoice no longer requires the customer’s name. It is still required to have the VIN, description of the repair, and the date of the repair. As a reminder, sublet repair amounts...
Rental Days - 12/02/2019
... open date on/after October 7, 2019. Best Practice: On the rental timeline document when the customer came in for service, when the part was ordered, when the part was received, when the part was installed, and finally when the vehicle repair was...
Error 834: Repair Performed Prior to Start of Warranty - 01/28/2020
... only acceptable line to provide their signature, date, time, and explanation. If the vehicle is customer owned, the customer’s signature is all that is needed for approval of the repair. ...
Pre-Repair Authorization - 01/29/2020
... PRA team returns a non-warrantable decision. In that instance the dealership should provide the customer with the decision as well as an estimate for repairs. If the dealership elects to offer assistance for all or a portion of the repair expense, it...
Miscellaneous - 10/01/2021
... first clock time on the job card may be diagnosis time or it may be repair time. If a customer concern is something that is visual, in other words, diagnosis is not necessary since the technician can see the problem, no diagnosis time should be paid....
Warranty Parts Center Process Requirements - 08/30/2021
... a reminder that consumer personal data/information privacy is very important to both GM and its customers. To help with the privacy of customer personal data, dealers will not provide customer personal data information, included on job cards, including...
Paint Blending/Tinting - 06/29/2021
... be found in the Body Repair/Paint and Coatings/Introduction section. Let’s say your customer comes in to your dealership with a warranty paint defect in the fender which requires painting. Once the fender is painted, it is clear that the...
Service Consultant Dashboard - 04/03/2014
... Dashboard:Any additional service, beyond the first four, will be performed at either the dealer or customer's expense. The Alerts and Action Items in the Dashboard will list applicable programs, as long as the vehicle is within the program parameters....
Exterior Labour Operation Transaction Requirements - 05/09/2014
... at the bottom of the grid. Example: R17. Next, select the two-digit code that best represents the customer's complaint under the "customer issue" column. Finally, choose the two-digit code that describes how much of an adjustment was made. If the technician...
Certified Elite Criteria - 07/01/2014
... continues to require an above average performance in all criteria categories. The New Vehicle Customer Retention threshold has increased to 66% or higher. The Dealership Parts Loyalty threshold has also increased to 89%; a rolling 12-month number....
February 2014 Recall Update - 01/28/2014
... service procedure. All vehicles that are involved in this recall will be loaded into IVH; however, customers will be notified of the recall in phases. Approximately 25,000 vehicles are involved in the recall.Safety Recall 14008: Overheated Exhaust Components:...
Reject of the Month - 01/10/2014
Concern Not Duplicated labour operation for an active check engine light. Just about a month later, the customer returned to the dealership for the replacement of the vehicle's fuel pump. While the first transaction paid, the second transaction, for the...
Seat Cover Replacement Restrictions - 02/27/2014
... Service managers have the option of submitting seat covers that are not defective by utilizing the customer enthusiasm option. Be sure to include a detailed reason as to why the decision was made. Service management should review all seat cover...
Nitrogen Oxide Sensor - 01/28/2014
A customer visited their local dealership with a check engine soon light concern related to the nitrogen oxide sensor. The customer owns a 2011 Chevrolet Silverado 3500 with a 6.6L engine. After diagnosis the technician found that the sensor required...
Simplifying the Requirements for Technician Clock Time - 07/03/2013
... Your technicians should be clocking on and off every job card they are given, including customer pay and internal job cards. It has been clarified that it is not a requirement to clock on each line of a job card. In other words, if there are three...
... approve. Early bird envelopes or drop-off forms must provide the following fields for the customer to complete: Date including month, day and year (MM/DD/YYYY) Complete VIN Odometer reading taken from the vehicle (mileage must be validated via a...
Job Card Attachments - 09/26/2022
... the service manager’s written approval if the transaction is over $2,500, which includes the customer participation amount; any claim over $2,500 must be GM Authorized. If the dealer gets approval to deviate from the PET by an amount greater than...
Getting to Know the PET - 01/03/2022
... tool: The Policy Evaluation Tool must always be run prior to offering GM Policy assistance to a customer. Only use PET if you feel offering out of warranty assistance is the best decision for the particular case. Consider that use of a Goodwill Tool...
November 2021 Recall Update - 10/26/2021
Customer Satisfaction Recall N202326450-01 Harness Missing Circuits for Driver Seat Haptic Function: The bulletin that affects certain 2021 Cadillac CT4 vehicles has been revised to update the service procedure. Safety Recall N212332040-01 Stall ...
Assembly Repair/Replacement - 03/28/2022
... and then TAC & PQC. Situations where an engine or transmission assembly is being replaced for customer satisfaction, or when no root cause of failure can be determined, require GM pre-approval via the Aftersales Empowerment Portal prior to the technician...
Warranty Administrator responsibilities - 12/12/2023
... My current process with warranty claims is terrible - my advisors bill everything, deliver the customer, then the cashier closes the job card. The next morning, my warranty admin grabs the pile of claims from the previous day and reviews them all...
What Would You Do? - 01/24 - 12/27/2023
A customer had their 2017 Buick Regal towed to their dealership with concerns of a smoking/burning oil odor and runs rough condition. The technician diagnosed the concern and found that there was internal damage to the engine, requiring replacement.A...
Forum - 03/05/2024
... they money they make I would tell sales to shut up and just pay for some center caps to make the customer happy. Why would they even waste your time on this one? Tell them to do a field product report or something if they want to push it and move on....
Reconditioning Used Vehicles - 05/23/2023
... services aimed at improving the vehicle’s condition and value prior to its sale to a customer. This includes repair or replacement of wear and tear and maintenance items, damage to the vehicle, or any other non-warrantable failure. Repairs that...
Part Warranty Exceptions - 03/27/2020
Most GM parts have a 24-month, unlimited mileage warranty whether installed or sold over the counter as a customer pay transaction. For a comprehensive list of GM and ACDelco part warranties, refer to the Quick Reference Chart found in the Warranty Administration...
Service Policies and Procedures Updates - 03/27/2020
... days. Service Policies & Procedures Article 7.1-7.2 The sublet invoice no longer requires the customer’s name. It is still required to have the VIN, description of the repair, and the date of the repair. As a reminder, sublet repair amounts...
Rental Days - 12/02/2019
... open date on/after October 7, 2019. Best Practice: On the rental timeline document when the customer came in for service, when the part was ordered, when the part was received, when the part was installed, and finally when the vehicle repair was...
Error 834: Repair Performed Prior to Start of Warranty - 01/28/2020
... only acceptable line to provide their signature, date, time, and explanation. If the vehicle is customer owned, the customer’s signature is all that is needed for approval of the repair. ...
Pre-Repair Authorization - 01/29/2020
... PRA team returns a non-warrantable decision. In that instance the dealership should provide the customer with the decision as well as an estimate for repairs. If the dealership elects to offer assistance for all or a portion of the repair expense, it...
Miscellaneous - 10/01/2021
... first clock time on the job card may be diagnosis time or it may be repair time. If a customer concern is something that is visual, in other words, diagnosis is not necessary since the technician can see the problem, no diagnosis time should be paid....
Warranty Parts Center Process Requirements - 08/30/2021
... a reminder that consumer personal data/information privacy is very important to both GM and its customers. To help with the privacy of customer personal data, dealers will not provide customer personal data information, included on job cards, including...
Paint Blending/Tinting - 06/29/2021
... be found in the Body Repair/Paint and Coatings/Introduction section. Let’s say your customer comes in to your dealership with a warranty paint defect in the fender which requires painting. Once the fender is painted, it is clear that the...
Service Consultant Dashboard - 04/03/2014
... Dashboard:Any additional service, beyond the first four, will be performed at either the dealer or customer's expense. The Alerts and Action Items in the Dashboard will list applicable programs, as long as the vehicle is within the program parameters....
Exterior Labour Operation Transaction Requirements - 05/09/2014
... at the bottom of the grid. Example: R17. Next, select the two-digit code that best represents the customer's complaint under the "customer issue" column. Finally, choose the two-digit code that describes how much of an adjustment was made. If the technician...
Certified Elite Criteria - 07/01/2014
... continues to require an above average performance in all criteria categories. The New Vehicle Customer Retention threshold has increased to 66% or higher. The Dealership Parts Loyalty threshold has also increased to 89%; a rolling 12-month number....
February 2014 Recall Update - 01/28/2014
... service procedure. All vehicles that are involved in this recall will be loaded into IVH; however, customers will be notified of the recall in phases. Approximately 25,000 vehicles are involved in the recall.Safety Recall 14008: Overheated Exhaust Components:...
Reject of the Month - 01/10/2014
Concern Not Duplicated labour operation for an active check engine light. Just about a month later, the customer returned to the dealership for the replacement of the vehicle's fuel pump. While the first transaction paid, the second transaction, for the...
Seat Cover Replacement Restrictions - 02/27/2014
... Service managers have the option of submitting seat covers that are not defective by utilizing the customer enthusiasm option. Be sure to include a detailed reason as to why the decision was made. Service management should review all seat cover...
Nitrogen Oxide Sensor - 01/28/2014
A customer visited their local dealership with a check engine soon light concern related to the nitrogen oxide sensor. The customer owns a 2011 Chevrolet Silverado 3500 with a 6.6L engine. After diagnosis the technician found that the sensor required...
Simplifying the Requirements for Technician Clock Time - 07/03/2013
... Your technicians should be clocking on and off every job card they are given, including customer pay and internal job cards. It has been clarified that it is not a requirement to clock on each line of a job card. In other words, if there are three...
Reject of the Month - 09/04/2013
... The vehicle came into the dealership after it went dead and the check engine light came on. The customer requested a rental vehicle while their vehicle was in the shop for repairs. The technician found DTC P0299 for the turbocharger under boost....
Clocking OLH on Flag Sheets - 04/28/2015
... OLH but how much time they are approving. While it is not a requirement to time record customer pay repairs, it is recommended. If that repair turns into a repair that is covered by the longer Powertrain or Emissions warranty, clock time will be...
Certified Pre-Owned Vehicles and Open Recalls - 06/30/2015
One of the requirements of the CPO process is to make the repairs stated in any open recall, customer satisfaction program, or service update before certifying any used vehicle. GM has recently performed a review of the certified vehicles listed in the...
Keys for Life Program - 06/02/2015
The Keys for Life Program was announced in late March. Some dealers are beginning to receive customer requests for this program on vehicles that have already had the ignition lock cylinder and ignition key recall replacement performed. Each of the recall...
Pre-Delivery Inspection (PDI) Credit - 09/03/2015
... the appropriate steps to identify new and used vehicles that require recall repairs prior to customer delivery. GM recommends a robust process that includes a double check of each VIN, including dealer trades, prior to customer delivery, confirming that...
Part Failures During The Same Repair Visit - 10/03/2014
... as to why the codes are necessary. The transaction type is ZREG. If the situation is a customer pay repair, a second line is added to the job card to claim a part warranty. The transaction type in this case is ZPTI and the job card number of the...
Ignition Switch Websites - 08/05/2014
... be produced from September 28-October 4. All service kits will be produced by October 2014.The customer contacts the dealer or visits gmignitionupdate.com to initiate the parts requests. The dealer orders the ignition switch, cylinder and new key. GM...
Ignition Switch Websites - 08/05/2014
... be produced from September 28-October 4. All service kits will be produced by October 2014.The customer contacts the dealer or visits gmignitionupdate.com to initiate the parts requests. The dealer orders the ignition switch, cylinder and new key. GM...
Bulletin Updates - 02/23/2015
... Dependency field using commas to separate each code.The Comeback Prevention Information and Using Customer Concern Verification Sheets bulletin, 01-00-89-010K, provides a reference and strategy document to aid in the reduction of customer comebacks,...
Ignition Switch Recall - 11/25/2014
... repair claim in order for the owner to receive the gift card offer. Dealers may get requests from customers that are not eligible for the gift card promotion. GM has established guidelines for addressing these requests: For customers who have already...
Reject of the Month - 12/19/2014
... for a part warranty transmission replacement. The original transmission was handled as a customer pay transaction by another dealership. The original transmission was installed in June of 2012, at 170,000 miles. The customer had another failure...
Revised Authorization Matrix - 04/08/2016
... prior to the start of the repair are OLH, added operations, comeback repeat repairs, and missing customer signatures. Service management approval must always be documented with their signature/initials, date, time, and their explanation as to why they...
Special Coverage Policy Updates: - 05/23/2016
... of GlobalConnect, contains additional policies regarding Special Coverage transactions. If a customer's vehicle is beyond the Special Coverage time and mileage limitations, and service management would like to see the repair covered, the transaction...
Powertrain Warranty Coverage - 01/11/2016
... for service advisors to get it right. Following these simple steps should help in making sure the customer doesn't pay for a covered repair and the dealership doesn't have to write off a repair that was not covered. And if you do end up resubmitting...
Part Return Process - 04/17/2017
Air conditioning season is upon us. The number of customer concerns for no heat will diminish and concerns of no a/c will increase, especially on hot summer days. With the most common cause of a malfunctioning a/c unit being low levels of refrigerant,...
Recalls and Supporting Documentation - 12/21/2016
In early December, 2016, GM released Customer Satisfaction Program 16055: Reduced Propulsion Power. The recall addresses a concern with the Propulsion Power Reduced message in the driver information center. In addition to the message, the driver may notice...
Wheel Alignment - 01/23/2017
... is the result of a factory defect or if the condition is a result of wear and tear which is the customer’s responsibility. New vehicles are not to be aligned until they have accumulated at least 500 miles. Customers with incorrect alignment...
November 2016 Recall Update - 10/26/2016
... Airbag and Pretensioner Non-Deploy: The recall bulletin has been updated to include a copy of the customer notification letter, and a revision to the service procedure section. Emission Recall 16008: Engine Oil Pipe Leak: Certain 2016 Chevrolet...
Empowerment Portal and Open Recalls - 09/27/2016
... on the VIN. By doing so, GM is further able to support the policy of not processing goodwill for a customer while their vehicle has an open recall. When a VIN is entered in the portal, the system checks for open recalls. If an open recall is found,...
Paint Warranty Transactions - 06/19/2017
... the total repair in the sublet net item field is not allowed. Sublet invoices are to contain the customer name, VIN, date of repair, and a complete description of repairs performed. A copy of the sublet invoice must be attached to the job card and be...
August 2017 Recall Update - 07/25/2017
Customer Satisfaction Program 15086A: OnStar System Inoperative: The recall bulletin has been updated to include instructions on programming and activating the new vehicle communication interface module. The recall affects certain 2015 GM passenger car ...
Policy Evaluation Tool - 09/27/2017
... may be anywhere from the full value of the repair to a zero dollar amount. Once the agreed upon customer participation amount has been entered in PET, a copy of the document must be printed and attached to the job card. DMA pre-approval is required when...
Wheel Alignment Policies - 12/21/2017
... is the result of a factory defect or if the condition is a result of wear and tear, which is the customer’s responsibility. New vehicles are not to be aligned until they have accumulated at least 500 miles. Customers with incorrect alignment...
January 2018 Recall Update - 12/21/2017
... availability, the bulletin currently only addresses affected vehicles from the 2015 model year. Customers with 2015 model year vehicles will receive an instruction letter to bring their vehicle in for repair. Owners of 2011-2014 model year vehicles will...
Policy Decision - 04/23/2018
... PET is used to determine GM’s participation in out-of-warranty service repairs based on the customer’s overall GM engagement and loyalty. Rather than a participation calculation based on the time and/or mileage out of warranty, the PET delivers...
... The vehicle came into the dealership after it went dead and the check engine light came on. The customer requested a rental vehicle while their vehicle was in the shop for repairs. The technician found DTC P0299 for the turbocharger under boost....
Clocking OLH on Flag Sheets - 04/28/2015
... OLH but how much time they are approving. While it is not a requirement to time record customer pay repairs, it is recommended. If that repair turns into a repair that is covered by the longer Powertrain or Emissions warranty, clock time will be...
Certified Pre-Owned Vehicles and Open Recalls - 06/30/2015
One of the requirements of the CPO process is to make the repairs stated in any open recall, customer satisfaction program, or service update before certifying any used vehicle. GM has recently performed a review of the certified vehicles listed in the...
Keys for Life Program - 06/02/2015
The Keys for Life Program was announced in late March. Some dealers are beginning to receive customer requests for this program on vehicles that have already had the ignition lock cylinder and ignition key recall replacement performed. Each of the recall...
Pre-Delivery Inspection (PDI) Credit - 09/03/2015
... the appropriate steps to identify new and used vehicles that require recall repairs prior to customer delivery. GM recommends a robust process that includes a double check of each VIN, including dealer trades, prior to customer delivery, confirming that...
Part Failures During The Same Repair Visit - 10/03/2014
... as to why the codes are necessary. The transaction type is ZREG. If the situation is a customer pay repair, a second line is added to the job card to claim a part warranty. The transaction type in this case is ZPTI and the job card number of the...
Ignition Switch Websites - 08/05/2014
... be produced from September 28-October 4. All service kits will be produced by October 2014.The customer contacts the dealer or visits gmignitionupdate.com to initiate the parts requests. The dealer orders the ignition switch, cylinder and new key. GM...
Ignition Switch Websites - 08/05/2014
... be produced from September 28-October 4. All service kits will be produced by October 2014.The customer contacts the dealer or visits gmignitionupdate.com to initiate the parts requests. The dealer orders the ignition switch, cylinder and new key. GM...
Bulletin Updates - 02/23/2015
... Dependency field using commas to separate each code.The Comeback Prevention Information and Using Customer Concern Verification Sheets bulletin, 01-00-89-010K, provides a reference and strategy document to aid in the reduction of customer comebacks,...
Ignition Switch Recall - 11/25/2014
... repair claim in order for the owner to receive the gift card offer. Dealers may get requests from customers that are not eligible for the gift card promotion. GM has established guidelines for addressing these requests: For customers who have already...
Reject of the Month - 12/19/2014
... for a part warranty transmission replacement. The original transmission was handled as a customer pay transaction by another dealership. The original transmission was installed in June of 2012, at 170,000 miles. The customer had another failure...
Revised Authorization Matrix - 04/08/2016
... prior to the start of the repair are OLH, added operations, comeback repeat repairs, and missing customer signatures. Service management approval must always be documented with their signature/initials, date, time, and their explanation as to why they...
Special Coverage Policy Updates: - 05/23/2016
... of GlobalConnect, contains additional policies regarding Special Coverage transactions. If a customer's vehicle is beyond the Special Coverage time and mileage limitations, and service management would like to see the repair covered, the transaction...
Powertrain Warranty Coverage - 01/11/2016
... for service advisors to get it right. Following these simple steps should help in making sure the customer doesn't pay for a covered repair and the dealership doesn't have to write off a repair that was not covered. And if you do end up resubmitting...
Part Return Process - 04/17/2017
Air conditioning season is upon us. The number of customer concerns for no heat will diminish and concerns of no a/c will increase, especially on hot summer days. With the most common cause of a malfunctioning a/c unit being low levels of refrigerant,...
Recalls and Supporting Documentation - 12/21/2016
In early December, 2016, GM released Customer Satisfaction Program 16055: Reduced Propulsion Power. The recall addresses a concern with the Propulsion Power Reduced message in the driver information center. In addition to the message, the driver may notice...
Wheel Alignment - 01/23/2017
... is the result of a factory defect or if the condition is a result of wear and tear which is the customer’s responsibility. New vehicles are not to be aligned until they have accumulated at least 500 miles. Customers with incorrect alignment...
November 2016 Recall Update - 10/26/2016
... Airbag and Pretensioner Non-Deploy: The recall bulletin has been updated to include a copy of the customer notification letter, and a revision to the service procedure section. Emission Recall 16008: Engine Oil Pipe Leak: Certain 2016 Chevrolet...
Empowerment Portal and Open Recalls - 09/27/2016
... on the VIN. By doing so, GM is further able to support the policy of not processing goodwill for a customer while their vehicle has an open recall. When a VIN is entered in the portal, the system checks for open recalls. If an open recall is found,...
Paint Warranty Transactions - 06/19/2017
... the total repair in the sublet net item field is not allowed. Sublet invoices are to contain the customer name, VIN, date of repair, and a complete description of repairs performed. A copy of the sublet invoice must be attached to the job card and be...
August 2017 Recall Update - 07/25/2017
Customer Satisfaction Program 15086A: OnStar System Inoperative: The recall bulletin has been updated to include instructions on programming and activating the new vehicle communication interface module. The recall affects certain 2015 GM passenger car ...
Policy Evaluation Tool - 09/27/2017
... may be anywhere from the full value of the repair to a zero dollar amount. Once the agreed upon customer participation amount has been entered in PET, a copy of the document must be printed and attached to the job card. DMA pre-approval is required when...
Wheel Alignment Policies - 12/21/2017
... is the result of a factory defect or if the condition is a result of wear and tear, which is the customer’s responsibility. New vehicles are not to be aligned until they have accumulated at least 500 miles. Customers with incorrect alignment...
January 2018 Recall Update - 12/21/2017
... availability, the bulletin currently only addresses affected vehicles from the 2015 model year. Customers with 2015 model year vehicles will receive an instruction letter to bring their vehicle in for repair. Owners of 2011-2014 model year vehicles will...
Policy Decision - 04/23/2018
... PET is used to determine GM’s participation in out-of-warranty service repairs based on the customer’s overall GM engagement and loyalty. Rather than a participation calculation based on the time and/or mileage out of warranty, the PET delivers...
ZSET Transaction - 03/08/2012
... Top Cover Package InstallationA ZSET transaction is categorized as a service event and is used for customer pay transactions such as maintenance, out of warranty repairs or Service Agent installed accessories/options. When selecting the ZSET transaction...
February 2012 Recall Update - 02/07/2012
Customer Satisfaction Program 10414 - Auxiliary Battery Power Not Available: Approximately 21,000 Silverado and Sierra 2500/3500 series vehicles, 2007-2011 model year that are equipped with an auxiliary battery require the replacement of the current fusible ...
Repeat Repair Quick Tips - 07/02/2012
... repair issue. The resolution may be as simple as coaching the service advisors to always ask the customer if they have had repairs on any of the concerns before. If there has been a prior repair, log the situation. To help avoid future repeat repair...
Reject of the Month - 12/18/2012
A seemingly cut and dry recall claim was entered in GWM for reimbursement. The open recall was, Customer Satisfaction Program 10287-Premature Timing Chain Wear-Reprogram Engine Control Module, for a 2009 Chevrolet Traverse. The service advisor reviewed...
August 2011 Recall Update - 08/09/2011
... recall to correct a concern relating to the DEF injection system not operating as designed. The customer may experience illumination of the malfunction indicator lamp, a DEF system warning displayed on the Driver Information System and vehicle speed...
Global Warranty Tips - 03/11/2010
... case, the claim will reject when routed to the Warranty Support Center (WSC).Policy decisions for customers with vehicles outside of the warranty period may be made by submitting the transaction as a regular warranty claim (including the 3 C's, labour...
Part Ceiling Exceeded - 03/11/2010
... the job card.A labour operation represents a failed part or operation when submitted for warranty reimbursement. Service agents should code each defect using the labour operation, or closest to labour operation, which reflects what has actually failed....
Product Emission Recall 10022 - 03/11/2010
... the emission test group. A new emission control label is to be installed by the dealer. The customer must provide the VIN of their vehicle so the label may be ordered. This recall is in effect until August 31, 2010 ...
Warranty Performance Analysis - 04/13/2010
... following questions may assist you in creating a better climate for accurate warranty claims and customer satisfaction.Have the service advisors checked the vehicle file and/or the manufacturers' warranty system for previous repairs or similar complaints?...
How To View A Transaction - 03/11/2010
... accounting of the transaction; including pricing requested (labour, parts, net item totals, taxes, customer participation and the transaction total)....
Special Coverage Adjustment 08020 - 02/04/2010
... to certain 2005-2007 Chevrolet Cobalt SS vehicles equipped with a 2.0L 4- cylinder engine. Some customers may comment on the illumination of the malfunction indicator lamp and/or lack of engine power. This condition may be caused by failure of the catalytic...
Headliner Wet/Water Leak from Front Sunroof Glass - 02/04/2010
... cab from the front sunroof glass on 2008-2009 Buick Enclave and 2007-2009 GMC Acadia vehicles. The customer may notice a water leak from the front sunroof glass. The weatherstrip/seal may have failed to retain its shape or the glass may be skewed in...
Noncompliance Recall 09322 - 01/06/2010
... be carried on your vehicle. Dealers are to install a new label. The labels will also be mailed to customers of record. The recall expires on March 31, 2010. ...
Seat Adjustment - 07/02/2010
Customers of some 2004-2010 Chevrolet Colorado; 2004-2010 GMC Canyon vehicles equipped with front manual seats may comment that the front seat(s) appear to be stuck in position and they are unable to move the seat forward or rearward. This condition may ...
GMVIS - 06/07/2010
... Vehicle History. This resource may be found in Global Warranty Management under the Interface with Customer link. A link has been added to the workbenches for convenience purposes. ...
Components and Systems - 04/13/2010
... product concerns there is one simple rule to remember - garbage in equals garbage out. Ultimately, customer satisfaction may be compromised if warranty administrators focus solely on getting the transaction paid the easiest way possible instead of accurately...
Brake Squeal/Squeak Noise - 06/07/2010
... or other noise heard with the vehicle's performance braking system. Dealers are to inform the customer that this is a normal characteristic of the vehicle's high performance braking system. The brake system on these models is designed for superior fade...
Safety Recall 10093A: - 07/02/2010
... of the engine control module (ECM). A pre-ignition condition may develop as a result of the customer's use of low octane (regular) fuel rather than the required high octane (premium) fuel. Approximately 475 vehicles are involved in the recall. This is...
WPC Return Requirements for Glass - 06/30/2011
... Appearance conditions may be addressed with a non-scratching mild abrasive product. Indicate the customer's area of concern on glass that is being replaced for concerns relating to distortion, appearance or stress cracks. Glass must be packaged and protected...
Module Programming/ Reprogramming Concerns - 04/27/2011
If a customer concern is corrected by reprogramming an existing module or programming a new module and during the programming event the process is interrupted and causes the module to no longer continue to program, do not replace the module. Modules involved...
Cadillac SRX HVAC - 06/08/2011
Some customers with the 2010-2011 Cadillac SRX may express concern with a clicking sound from the HVAC system when the climate control system is in AUTO mode. The concern may be caused by a software anomaly within the electronic climate control module...
Car Sales - 06/08/2011
Once again, new vehicle customers are looking to smaller cars as gasoline prices exceed $4 a gallon. GM reported more than 25,000 new Chevrolet Cruze sales in April, 2011. Overall for the month of April, GM's new vehicle sales rose 27% vs the industry's...
Airbag Indicator Illumination - 06/08/2011
Bulletin 11-09-41-003 addresses an intermittent customer concern with the air bag indicator intermittently illuminating on their 2011 Chevrolet Volt. After scan testing, the technician may find one or more of the following codes: B0014 04, B0014 0D, B0021...
Tire Pre-Repair Authorization Enhancements - 06/08/2011
... "pending" to "accept" means a shorter time for the warranty administrator to submit and receive reimbursement for a warranty tire transaction. The final update to the PRA process involves the shipping process of the tire via UPS. The service agent is...
Accounting for Dealer Installed Accessories / PDI Adds - 09/19/2011
... that the service department is accounting for all dealer installed options when submitting for reimbursement with GM. Print a copy of the vehicle build from IVH and attach it to the job card. When submitting, highlight the dealer installed RPO's to ensure...
... Top Cover Package InstallationA ZSET transaction is categorized as a service event and is used for customer pay transactions such as maintenance, out of warranty repairs or Service Agent installed accessories/options. When selecting the ZSET transaction...
February 2012 Recall Update - 02/07/2012
Customer Satisfaction Program 10414 - Auxiliary Battery Power Not Available: Approximately 21,000 Silverado and Sierra 2500/3500 series vehicles, 2007-2011 model year that are equipped with an auxiliary battery require the replacement of the current fusible ...
Repeat Repair Quick Tips - 07/02/2012
... repair issue. The resolution may be as simple as coaching the service advisors to always ask the customer if they have had repairs on any of the concerns before. If there has been a prior repair, log the situation. To help avoid future repeat repair...
Reject of the Month - 12/18/2012
A seemingly cut and dry recall claim was entered in GWM for reimbursement. The open recall was, Customer Satisfaction Program 10287-Premature Timing Chain Wear-Reprogram Engine Control Module, for a 2009 Chevrolet Traverse. The service advisor reviewed...
August 2011 Recall Update - 08/09/2011
... recall to correct a concern relating to the DEF injection system not operating as designed. The customer may experience illumination of the malfunction indicator lamp, a DEF system warning displayed on the Driver Information System and vehicle speed...
Global Warranty Tips - 03/11/2010
... case, the claim will reject when routed to the Warranty Support Center (WSC).Policy decisions for customers with vehicles outside of the warranty period may be made by submitting the transaction as a regular warranty claim (including the 3 C's, labour...
Part Ceiling Exceeded - 03/11/2010
... the job card.A labour operation represents a failed part or operation when submitted for warranty reimbursement. Service agents should code each defect using the labour operation, or closest to labour operation, which reflects what has actually failed....
Product Emission Recall 10022 - 03/11/2010
... the emission test group. A new emission control label is to be installed by the dealer. The customer must provide the VIN of their vehicle so the label may be ordered. This recall is in effect until August 31, 2010 ...
Warranty Performance Analysis - 04/13/2010
... following questions may assist you in creating a better climate for accurate warranty claims and customer satisfaction.Have the service advisors checked the vehicle file and/or the manufacturers' warranty system for previous repairs or similar complaints?...
How To View A Transaction - 03/11/2010
... accounting of the transaction; including pricing requested (labour, parts, net item totals, taxes, customer participation and the transaction total)....
Special Coverage Adjustment 08020 - 02/04/2010
... to certain 2005-2007 Chevrolet Cobalt SS vehicles equipped with a 2.0L 4- cylinder engine. Some customers may comment on the illumination of the malfunction indicator lamp and/or lack of engine power. This condition may be caused by failure of the catalytic...
Headliner Wet/Water Leak from Front Sunroof Glass - 02/04/2010
... cab from the front sunroof glass on 2008-2009 Buick Enclave and 2007-2009 GMC Acadia vehicles. The customer may notice a water leak from the front sunroof glass. The weatherstrip/seal may have failed to retain its shape or the glass may be skewed in...
Noncompliance Recall 09322 - 01/06/2010
... be carried on your vehicle. Dealers are to install a new label. The labels will also be mailed to customers of record. The recall expires on March 31, 2010. ...
Seat Adjustment - 07/02/2010
Customers of some 2004-2010 Chevrolet Colorado; 2004-2010 GMC Canyon vehicles equipped with front manual seats may comment that the front seat(s) appear to be stuck in position and they are unable to move the seat forward or rearward. This condition may ...
GMVIS - 06/07/2010
... Vehicle History. This resource may be found in Global Warranty Management under the Interface with Customer link. A link has been added to the workbenches for convenience purposes. ...
Components and Systems - 04/13/2010
... product concerns there is one simple rule to remember - garbage in equals garbage out. Ultimately, customer satisfaction may be compromised if warranty administrators focus solely on getting the transaction paid the easiest way possible instead of accurately...
Brake Squeal/Squeak Noise - 06/07/2010
... or other noise heard with the vehicle's performance braking system. Dealers are to inform the customer that this is a normal characteristic of the vehicle's high performance braking system. The brake system on these models is designed for superior fade...
Safety Recall 10093A: - 07/02/2010
... of the engine control module (ECM). A pre-ignition condition may develop as a result of the customer's use of low octane (regular) fuel rather than the required high octane (premium) fuel. Approximately 475 vehicles are involved in the recall. This is...
WPC Return Requirements for Glass - 06/30/2011
... Appearance conditions may be addressed with a non-scratching mild abrasive product. Indicate the customer's area of concern on glass that is being replaced for concerns relating to distortion, appearance or stress cracks. Glass must be packaged and protected...
Module Programming/ Reprogramming Concerns - 04/27/2011
If a customer concern is corrected by reprogramming an existing module or programming a new module and during the programming event the process is interrupted and causes the module to no longer continue to program, do not replace the module. Modules involved...
Cadillac SRX HVAC - 06/08/2011
Some customers with the 2010-2011 Cadillac SRX may express concern with a clicking sound from the HVAC system when the climate control system is in AUTO mode. The concern may be caused by a software anomaly within the electronic climate control module...
Car Sales - 06/08/2011
Once again, new vehicle customers are looking to smaller cars as gasoline prices exceed $4 a gallon. GM reported more than 25,000 new Chevrolet Cruze sales in April, 2011. Overall for the month of April, GM's new vehicle sales rose 27% vs the industry's...
Airbag Indicator Illumination - 06/08/2011
Bulletin 11-09-41-003 addresses an intermittent customer concern with the air bag indicator intermittently illuminating on their 2011 Chevrolet Volt. After scan testing, the technician may find one or more of the following codes: B0014 04, B0014 0D, B0021...
Tire Pre-Repair Authorization Enhancements - 06/08/2011
... "pending" to "accept" means a shorter time for the warranty administrator to submit and receive reimbursement for a warranty tire transaction. The final update to the PRA process involves the shipping process of the tire via UPS. The service agent is...
Accounting for Dealer Installed Accessories / PDI Adds - 09/19/2011
... that the service department is accounting for all dealer installed options when submitting for reimbursement with GM. Print a copy of the vehicle build from IVH and attach it to the job card. When submitting, highlight the dealer installed RPO's to ensure...
Special Coverage 10054C Update - 09/19/2011
Special Coverage 10054C has been updated with submission instructions for vehicles with service contracts. The customer is responsible for 50% of their service contract deductible. The remaining "balance" due after the deductible for the repair is split...
Service Update 11241 - 09/19/2011
The update to bulletin 11241 includes both customer owned and dealer inventory vehicles. The length of this coverage has been extended and now expires with the vehicle PZEV (Partial Zero Emissions Vehicle) Emissions Warranty. This service update effects...
Using OLH for Diagnosis: When is it appropriate? - 10/14/2011
... primary areas where service management may determine that extensive diagnostic time may apply: Customer Problem AnalysisSymptom DiagnosisRepair DiagnosisEach of these areas may require that the technician perform additional complex testing to determine...
Paint Chipping - 10/14/2011
Some customers with 07-09 Chevrolet Silverado or GMC Sierra 3500 series trucks with dual rear wheels may have concerns with the paint chipping on the fenders in front of the rear wheels. This concern may be caused by road debris thrown up by the tires...
New Product Line-up - 10/14/2011
... on the Buick Regal. The announcements were made as part of the plan to help GM attract more customers. Cadillac will launch the XTS large luxury sedan and a compact sports sedan in 2012. The eAssist feature will be available on 2012 model year Buick...
Camaro Accessory Blade Spoiler - 10/14/2011
The installation of the new RS or SS emblem in association with the accessory blade spoiler kit is not included in the cost of the spoiler kit and should not be submitted as a warranty claim. The new emblem should be charged to the customer.
GMPP CARES Online - 11/17/2011
... Online resource there a few things to confirm when reviewing the coverage result. Verify that the customer is the owner of the contract and be sure that the repair falls within the distance and time limits of the contract prior to transaction submission....
Spark EV All Electric - 11/17/2011
... in the United States and global markets starting in 2013. The Spark EV will be best suited to customers living in urban areas, who have predictable driving patterns or short commutes. Specific markets, range, quantities and pricing are scheduled to be...
Excessive Parts Usage - 11/17/2011
... the P code ineffective. Like any other occurrence of excessive parts, documentation is the key to reimbursement. Typically claims in which the parts exceed the scope of the P authorization will have to be routed for payment. A lack of proper documentation...
Properly Maintaining Vehicles in Dealer Inventory - 12/15/2011
... responsible for the storage and proper care of new vehicles while in dealer inventory, until the customer takes delivery. Damage or deterioration, resulting from improper storage, is not covered by the New Vehicle Warranty. The dealer must maintain the...
Clock on, Clock off - 01/19/2012
... total elapsed time that was spent on the vehicle each day. It is also important to note that all customer pay, warranty, policy and internal job card time must be accountable through the technician's time and payroll records. Many dealerships are...
Product Emission Recall 10136 - 10/13/2010
... of replacement parts, as a result GM has temporarily suspended the mailing of the remaining customer notification letters. ...
Safety Recall 10282 - 10/13/2010
... equipped with 1.8L MFI engine and a two wheel drive transmission. The announcement letter notified customers of the recall on their vehicle and that they will receive a future notice when parts become available to complete the repair. A defect with the...
Volt Tour - 10/13/2010
... tour in October and November. The tour will help demonstrate the Volt's extended range capability. Customers will have the opportunity to test drive the vehicle and meet the engineering and design team. ...
Labour Operations and Add-On - 10/13/2010
... for parts, and administrative fees that can be applied to the claim. In order to best serve your customers, be sure to explore these add-ons listed in the bulletins prior to completing the repair. As always, proper documentation is required. ...
Service Loaners - 11/18/2010
Buick executives are developing a new service loaner program designed to keep the customer happy and in GM vehicles. The vision of the program is that the vehicle owner would bring their vehicle in for service and get a fresh new Buick to drive for a...
Noncompliance Recall 10312A - 12/24/2010
Front Safety Belt Anchor Pretensioner Installation: This recall has been revised to include a copy of the customer letter. The recall applies to certain 2009-2010 Chevrolet Impala vehicles for a condition affecting the front safety belt webbing. The webbing...
Safety Recall 10426E - 02/23/2011
Rear Axle Cross Pin Fracture: Dealers and customers have been notified of a condition involving the rear axle cross pin on certain 2011 Cadillac Escalade EXT; Chevrolet Avalanche, Sierra; and GMC Sierra. The pin, in some vehicles, was not manufactured...
Special Coverage 10250 - 02/23/2011
Spark Plug Wire: Customer concerns of rough engine operation and a check engine light have prompted the release of special coverage 10250. The policy covers certain 2007-2009 Chevrolet Equinox and Pontiac Torrent vehicles equipped with a 3.4L engine and...
Subsequent Recall Part Failures - 03/10/2011
... or parts replacement warranty, the service agent may consider providing goodwill assistance or the customer would be responsible for the cost of the replacement. If goodwill is offered, select the appropriate operation from the LTG. ...
Whine/Moan Noise from the Power Steering - 04/27/2011
Bulletin 11-02-32-001 addresses a customer concern of a whine or moan type noise from the power steering system during low speed maneuvers. Technicians are instructed to confirm that the noise is coming from the power steering pump. If the noise is coming...
Noncompliance Recall 11057A - 04/12/2011
... 10,000 vehicles are involved. The recall program has been revised to include a copy of the customer notification letter. ...
Empowerment-Request for Goodwill - 11/05/2012
... Coverage Letter, a plan update has been added to GMPP Service Contracts, and OnStar dealer and customer instructions have been improved. The most recent version of the Goodwill Forms may be found in Global Message, reference number G_0000145060.&nbs...
Dexos1 5W20 - 10/08/2012
... with a 1.2L or 2.5L 4-cylinder engine are specified to use dexos1 5W20 viscosity motor oil. Customers are still instructed to observe the recommendation of the GM Oil Life Monitor for engine oil change intervals. ...
New Accessory Programs - 04/12/2013
... currently valid for the employing dealership BACOne claim per qualifying VIN onlyA valid, timely customer delivery record (CDR) with an eligible delivery type for an eligible vehicle must have been successfully reported as delivered to a retail customer...
Special Coverage 10054C has been updated with submission instructions for vehicles with service contracts. The customer is responsible for 50% of their service contract deductible. The remaining "balance" due after the deductible for the repair is split...
Service Update 11241 - 09/19/2011
The update to bulletin 11241 includes both customer owned and dealer inventory vehicles. The length of this coverage has been extended and now expires with the vehicle PZEV (Partial Zero Emissions Vehicle) Emissions Warranty. This service update effects...
Using OLH for Diagnosis: When is it appropriate? - 10/14/2011
... primary areas where service management may determine that extensive diagnostic time may apply: Customer Problem AnalysisSymptom DiagnosisRepair DiagnosisEach of these areas may require that the technician perform additional complex testing to determine...
Paint Chipping - 10/14/2011
Some customers with 07-09 Chevrolet Silverado or GMC Sierra 3500 series trucks with dual rear wheels may have concerns with the paint chipping on the fenders in front of the rear wheels. This concern may be caused by road debris thrown up by the tires...
New Product Line-up - 10/14/2011
... on the Buick Regal. The announcements were made as part of the plan to help GM attract more customers. Cadillac will launch the XTS large luxury sedan and a compact sports sedan in 2012. The eAssist feature will be available on 2012 model year Buick...
Camaro Accessory Blade Spoiler - 10/14/2011
The installation of the new RS or SS emblem in association with the accessory blade spoiler kit is not included in the cost of the spoiler kit and should not be submitted as a warranty claim. The new emblem should be charged to the customer.
GMPP CARES Online - 11/17/2011
... Online resource there a few things to confirm when reviewing the coverage result. Verify that the customer is the owner of the contract and be sure that the repair falls within the distance and time limits of the contract prior to transaction submission....
Spark EV All Electric - 11/17/2011
... in the United States and global markets starting in 2013. The Spark EV will be best suited to customers living in urban areas, who have predictable driving patterns or short commutes. Specific markets, range, quantities and pricing are scheduled to be...
Excessive Parts Usage - 11/17/2011
... the P code ineffective. Like any other occurrence of excessive parts, documentation is the key to reimbursement. Typically claims in which the parts exceed the scope of the P authorization will have to be routed for payment. A lack of proper documentation...
Properly Maintaining Vehicles in Dealer Inventory - 12/15/2011
... responsible for the storage and proper care of new vehicles while in dealer inventory, until the customer takes delivery. Damage or deterioration, resulting from improper storage, is not covered by the New Vehicle Warranty. The dealer must maintain the...
Clock on, Clock off - 01/19/2012
... total elapsed time that was spent on the vehicle each day. It is also important to note that all customer pay, warranty, policy and internal job card time must be accountable through the technician's time and payroll records. Many dealerships are...
Product Emission Recall 10136 - 10/13/2010
... of replacement parts, as a result GM has temporarily suspended the mailing of the remaining customer notification letters. ...
Safety Recall 10282 - 10/13/2010
... equipped with 1.8L MFI engine and a two wheel drive transmission. The announcement letter notified customers of the recall on their vehicle and that they will receive a future notice when parts become available to complete the repair. A defect with the...
Volt Tour - 10/13/2010
... tour in October and November. The tour will help demonstrate the Volt's extended range capability. Customers will have the opportunity to test drive the vehicle and meet the engineering and design team. ...
Labour Operations and Add-On - 10/13/2010
... for parts, and administrative fees that can be applied to the claim. In order to best serve your customers, be sure to explore these add-ons listed in the bulletins prior to completing the repair. As always, proper documentation is required. ...
Service Loaners - 11/18/2010
Buick executives are developing a new service loaner program designed to keep the customer happy and in GM vehicles. The vision of the program is that the vehicle owner would bring their vehicle in for service and get a fresh new Buick to drive for a...
Noncompliance Recall 10312A - 12/24/2010
Front Safety Belt Anchor Pretensioner Installation: This recall has been revised to include a copy of the customer letter. The recall applies to certain 2009-2010 Chevrolet Impala vehicles for a condition affecting the front safety belt webbing. The webbing...
Safety Recall 10426E - 02/23/2011
Rear Axle Cross Pin Fracture: Dealers and customers have been notified of a condition involving the rear axle cross pin on certain 2011 Cadillac Escalade EXT; Chevrolet Avalanche, Sierra; and GMC Sierra. The pin, in some vehicles, was not manufactured...
Special Coverage 10250 - 02/23/2011
Spark Plug Wire: Customer concerns of rough engine operation and a check engine light have prompted the release of special coverage 10250. The policy covers certain 2007-2009 Chevrolet Equinox and Pontiac Torrent vehicles equipped with a 3.4L engine and...
Subsequent Recall Part Failures - 03/10/2011
... or parts replacement warranty, the service agent may consider providing goodwill assistance or the customer would be responsible for the cost of the replacement. If goodwill is offered, select the appropriate operation from the LTG. ...
Whine/Moan Noise from the Power Steering - 04/27/2011
Bulletin 11-02-32-001 addresses a customer concern of a whine or moan type noise from the power steering system during low speed maneuvers. Technicians are instructed to confirm that the noise is coming from the power steering pump. If the noise is coming...
Noncompliance Recall 11057A - 04/12/2011
... 10,000 vehicles are involved. The recall program has been revised to include a copy of the customer notification letter. ...
Empowerment-Request for Goodwill - 11/05/2012
... Coverage Letter, a plan update has been added to GMPP Service Contracts, and OnStar dealer and customer instructions have been improved. The most recent version of the Goodwill Forms may be found in Global Message, reference number G_0000145060.&nbs...
Dexos1 5W20 - 10/08/2012
... with a 1.2L or 2.5L 4-cylinder engine are specified to use dexos1 5W20 viscosity motor oil. Customers are still instructed to observe the recommendation of the GM Oil Life Monitor for engine oil change intervals. ...
New Accessory Programs - 04/12/2013
... currently valid for the employing dealership BACOne claim per qualifying VIN onlyA valid, timely customer delivery record (CDR) with an eligible delivery type for an eligible vehicle must have been successfully reported as delivered to a retail customer...
PDI Self Debit - 05/14/2013
... state. The dealer where the vehicle was delivered will usually contact the invoicing dealer for reimbursement for the PDI, as the ship-to dealer will perform the PDI, not the invoiced dealer in this case. The invoiced dealer will then cut a check for...
Impala Transformation - 04/12/2013
... for the 2014 model year, transforming the car from basic transportation for value conscientious customers and rental companies to a stylish flagship. The new Impala will initially be released with the direct-injection 3.6 liter V6 engine. Two four-cylinder...
February 2013 Recall Update - 02/26/2013
... Chevrolet Colorado and GMC Canyon. The recall bulletin has been revised to include a copy of the customer letter.Safety Recall 13008A - Rear Suspension Bolts May Not Be To Proper Torque Specification: Approximately 200 Chevrolet Malibu 2013 model year...
Reject of the Month - 03/11/2013
A customer recently visited their local Chevrolet dealership with a no power concern on their 2007 Chevrolet Impala. The customer stated that the vehicle had good acceleration over 20 mph, but from 0-20 mph it lacked power. The technician diagnosed...
No Hassle Policy - 07/02/2012
GM Customer Care and Aftersales has reintroduced the No Hassle Core Return Policy for engines, transmissions, cylinder heads and transfer cases. Cores will receive 100% credit if the unit is like for like, is assembled, is a valid complete assembly, is...
Transmission Replacements and Contacting the PQC - 08/09/2012
... The manager is still required to examine both alternatives and make the best decision for the customer and keep expense management in line. Discuss those situations where it is more cost effective to perform a repair, but for customer satisfaction reasons...
Internal Transmission Wiring Harness - 08/09/2012
Customers with 2012 Chevrolet Colorado, Express, Silverado; 2012 GMC Canyon, Savana, Sierra vehicles equipped with an automatic transmission 4L60E and built between 10/1/2011 and 4/30/2012 may express concern with an illuminated malfunction indicator ...
Equinox/Terrain Hitch Trailering Package - 08/09/2012
... only. Applicable labour is included in operation Z6998 for an LPO accessory and included in the customer pay installation cost when installed as an ACO. ...
Body Cables - 06/06/2012
The body mounting cables, located at the left and right rear body to frame mounts, may be causing a customer concern of a squeak or creak type noise from the underbody over bumps. The condition may be evident in 1999-2011 Chevrolet Silverado, and...
Certified Service Employee Discount Program - 06/06/2012
... 12/31/2012. The program offers all US GM salaried, hourly and retired employees a discount towards customer pay service or parts purchases at participating dealerships. Labour codes for the ZSSP Transaction are listed within Global Message G_0000115120...
GWM Enhancements - 03/08/2012
... well. This change was made to help service agents understand the difference between "Policy" and "Customer Enthusiasm" decisions. The Transaction Summary Report now offers the ability to view it daily, weekly, or monthly. Monthly reports, however, are...
Parts Identifier - 03/08/2012
Dealer System Providers have been provided an enhancement with the monthly price files. Customer Care and Aftersales has added a "remanufactured" or "refurbished" indicator within the part data. The indicator will allow dealers to more easily identify...
TPM - 03/08/2012
... TPM's are on warranty parts return request to enable engineers to investigate the cause for customer complaint. Ensure that TPM's replaced as a warranty transaction are held and tagged with the correct VIN, from the vehicle it came from. ...
2013 Model Year Cadillac - 03/08/2012
... out of the powertrain warranty at 5 years rather than at 100,000 miles. This has resulted in customer dissatisfaction with owners of low mileage vehicles. ...
Recall Completion - 02/20/2018
... Noncompliance, Service Parts, and Emissions), Service Update Bulletin, Special Coverage, and Customer Satisfaction prior to vehicle delivery. The process should include checking inventory daily using Field Action Inventory Reports on GlobalConnect and...
PAC Courtesy Transportation - 04/23/2018
If requested by the customer, GM may offer rental transportation while an investigation is being performed for a Product Assistance Claim. The rental claim submission process varies depending on the investigative outcome. Bulletin 13-00-89-010 contains...
Cadillac XT4 - 04/23/2018
... that the XT4 will attract young, affluent buyers in the US and China, that will become life-long customers of the brand. The youngest group of designers styled and engineered the XT4, creating a crossover that they would want to drive. The new model...
Reject of the Month - 05/22/2018
... total, at warranty rates, the PET should be corrected. After correction, confirm that the customer was charged the appropriate amount based on the corrected PET. It may be necessary to refund the customer all or some of the participation expense. Select...
Not Retrievable WCC - 09/25/2018
If the original WCC is not retrievable, contact the customer to perform the module programming procedure in order to generate a new WCC for submission. In these cases, the dealer would re-use the labor code provided in the recall bulletin.
Mobile Mechanic Service - 08/20/2018
Yoshi Inc. provides light maintenance and repairs for vehicles, car washes, and gasoline deliveries to customers at home or work. The vendor started as an alternative to fuel stops, but has broadened its business model to exploring ways to work with the...
Reject Reason - Data Analysis - 08/21/2018
... the job card and warranty submission as an auditor may. For example: Job card header: customer and vehicle information is complete, including the in-service or delivery date Customer (or service management) signature in the Authorization to Perform...
Reject of the Month - Mail Out Review - 12/21/2017
... job card header is commonly omitted or inaccurate. Service P&P Article 3.2.2 states that all customer and vehicle information is to be completed accurately at the time of job card write up and must include the delivery or in-service date. While not...
OnStar - 09/27/2017
For the many GM customers affected by the recent hurricanes, OnStar was able to provide emergency assistance for those without power or cell phone service. Approximately 18,500 storm related calls were received during Hurricane Irma. Connected vehicle...
Enclave Action Center - 10/23/2017
... quick resolution of any product concerns, including fit and finish, performance, operation, and customer expectations of that vehicle. It is important that warranty claims are properly submitted and processed as GM will be reviewing all claims and parts...
Grading Criteria at a Glance - 09/27/2017
... transactions did you process in the past couple of months? What was their value and was there any Customer or Service Agent Participation? The above metrics, and many more, may be found in the Global Warranty Management-Analyze Warranty tab. Select Service...
... state. The dealer where the vehicle was delivered will usually contact the invoicing dealer for reimbursement for the PDI, as the ship-to dealer will perform the PDI, not the invoiced dealer in this case. The invoiced dealer will then cut a check for...
Impala Transformation - 04/12/2013
... for the 2014 model year, transforming the car from basic transportation for value conscientious customers and rental companies to a stylish flagship. The new Impala will initially be released with the direct-injection 3.6 liter V6 engine. Two four-cylinder...
February 2013 Recall Update - 02/26/2013
... Chevrolet Colorado and GMC Canyon. The recall bulletin has been revised to include a copy of the customer letter.Safety Recall 13008A - Rear Suspension Bolts May Not Be To Proper Torque Specification: Approximately 200 Chevrolet Malibu 2013 model year...
Reject of the Month - 03/11/2013
A customer recently visited their local Chevrolet dealership with a no power concern on their 2007 Chevrolet Impala. The customer stated that the vehicle had good acceleration over 20 mph, but from 0-20 mph it lacked power. The technician diagnosed...
No Hassle Policy - 07/02/2012
GM Customer Care and Aftersales has reintroduced the No Hassle Core Return Policy for engines, transmissions, cylinder heads and transfer cases. Cores will receive 100% credit if the unit is like for like, is assembled, is a valid complete assembly, is...
Transmission Replacements and Contacting the PQC - 08/09/2012
... The manager is still required to examine both alternatives and make the best decision for the customer and keep expense management in line. Discuss those situations where it is more cost effective to perform a repair, but for customer satisfaction reasons...
Internal Transmission Wiring Harness - 08/09/2012
Customers with 2012 Chevrolet Colorado, Express, Silverado; 2012 GMC Canyon, Savana, Sierra vehicles equipped with an automatic transmission 4L60E and built between 10/1/2011 and 4/30/2012 may express concern with an illuminated malfunction indicator ...
Equinox/Terrain Hitch Trailering Package - 08/09/2012
... only. Applicable labour is included in operation Z6998 for an LPO accessory and included in the customer pay installation cost when installed as an ACO. ...
Body Cables - 06/06/2012
The body mounting cables, located at the left and right rear body to frame mounts, may be causing a customer concern of a squeak or creak type noise from the underbody over bumps. The condition may be evident in 1999-2011 Chevrolet Silverado, and...
Certified Service Employee Discount Program - 06/06/2012
... 12/31/2012. The program offers all US GM salaried, hourly and retired employees a discount towards customer pay service or parts purchases at participating dealerships. Labour codes for the ZSSP Transaction are listed within Global Message G_0000115120...
GWM Enhancements - 03/08/2012
... well. This change was made to help service agents understand the difference between "Policy" and "Customer Enthusiasm" decisions. The Transaction Summary Report now offers the ability to view it daily, weekly, or monthly. Monthly reports, however, are...
Parts Identifier - 03/08/2012
Dealer System Providers have been provided an enhancement with the monthly price files. Customer Care and Aftersales has added a "remanufactured" or "refurbished" indicator within the part data. The indicator will allow dealers to more easily identify...
TPM - 03/08/2012
... TPM's are on warranty parts return request to enable engineers to investigate the cause for customer complaint. Ensure that TPM's replaced as a warranty transaction are held and tagged with the correct VIN, from the vehicle it came from. ...
2013 Model Year Cadillac - 03/08/2012
... out of the powertrain warranty at 5 years rather than at 100,000 miles. This has resulted in customer dissatisfaction with owners of low mileage vehicles. ...
Recall Completion - 02/20/2018
... Noncompliance, Service Parts, and Emissions), Service Update Bulletin, Special Coverage, and Customer Satisfaction prior to vehicle delivery. The process should include checking inventory daily using Field Action Inventory Reports on GlobalConnect and...
PAC Courtesy Transportation - 04/23/2018
If requested by the customer, GM may offer rental transportation while an investigation is being performed for a Product Assistance Claim. The rental claim submission process varies depending on the investigative outcome. Bulletin 13-00-89-010 contains...
Cadillac XT4 - 04/23/2018
... that the XT4 will attract young, affluent buyers in the US and China, that will become life-long customers of the brand. The youngest group of designers styled and engineered the XT4, creating a crossover that they would want to drive. The new model...
Reject of the Month - 05/22/2018
... total, at warranty rates, the PET should be corrected. After correction, confirm that the customer was charged the appropriate amount based on the corrected PET. It may be necessary to refund the customer all or some of the participation expense. Select...
Not Retrievable WCC - 09/25/2018
If the original WCC is not retrievable, contact the customer to perform the module programming procedure in order to generate a new WCC for submission. In these cases, the dealer would re-use the labor code provided in the recall bulletin.
Mobile Mechanic Service - 08/20/2018
Yoshi Inc. provides light maintenance and repairs for vehicles, car washes, and gasoline deliveries to customers at home or work. The vendor started as an alternative to fuel stops, but has broadened its business model to exploring ways to work with the...
Reject Reason - Data Analysis - 08/21/2018
... the job card and warranty submission as an auditor may. For example: Job card header: customer and vehicle information is complete, including the in-service or delivery date Customer (or service management) signature in the Authorization to Perform...
Reject of the Month - Mail Out Review - 12/21/2017
... job card header is commonly omitted or inaccurate. Service P&P Article 3.2.2 states that all customer and vehicle information is to be completed accurately at the time of job card write up and must include the delivery or in-service date. While not...
OnStar - 09/27/2017
For the many GM customers affected by the recent hurricanes, OnStar was able to provide emergency assistance for those without power or cell phone service. Approximately 18,500 storm related calls were received during Hurricane Irma. Connected vehicle...
Enclave Action Center - 10/23/2017
... quick resolution of any product concerns, including fit and finish, performance, operation, and customer expectations of that vehicle. It is important that warranty claims are properly submitted and processed as GM will be reviewing all claims and parts...
Grading Criteria at a Glance - 09/27/2017
... transactions did you process in the past couple of months? What was their value and was there any Customer or Service Agent Participation? The above metrics, and many more, may be found in the Global Warranty Management-Analyze Warranty tab. Select Service...
SAASR Page Two - Transaction Analysis - 08/21/2017
... parts mark up, and expenses that are not included in warranty analytics reporting are excluded (customer enthusiasm, policy, recalls, and goodwill labor operations). ...
Getting to Know the New PET - 05/22/2017
... in GlobalConnect within the Dealer Aftersales Empowerment Portal. The tool has been in use with GM Customer Assistance and in pilot with several hundred dealerships for many months, and is now active with all users. The following are a few quick tips...
Comeback Prevention Tool - 04/17/2017
The Comeback Concern Verification Sheets (CCVS) should be used on the first visit when the customer has a complicated, difficult, or intermittent condition or concern. The CCVS should be used on subsequent visits for the same condition or concern. The...
Mail Out Review Trends - 04/17/2017
... Additionally, GM states that any warranty/policy concern not expressed orally or in writing by the customer at initial write-up must be first inspected and verified by the service manager before it is added to the job card. Management’s explanation...
WPC Parts Return Program - 10/26/2016
... quality, benefiting everyone from part suppliers to service agents, but more importantly, the customers who choose to buy GM vehicles. Anyone involved with this business for any length of time has seen firsthand the quality improvements made from the...
Properly Maintaining Vehicles in Inventory - 09/27/2016
... storage and proper care of new vehicles held in dealer inventory until they are delivered to the customer." The bulletin covers battery maintenance, tire flat-spotting, TPMS, brakes, protective shipping materials, checking/cleaning windshield wipers,...
Gasoline Fuel Economy - 09/27/2016
... update the information contained within the bulletin. The bulletin is suitable for posting in the customer lounge or waiting area as it has been written with the consumer in mind. The bulletin covers the following topics: What not to doengine oil...
16NA339: Vibration Analysis - 10/26/2016
Some customers with 2015-2017 Cadillac Escalade, Chevrolet Suburban and Tahoe, and GMC Yukon vehicles may have concern with a vibration in their vehicle. This vibration may occur under specific vehicle speed or engine speed conditions. These vibrations,...
Authorization to Perform Repairs - 10/26/2016
... understanding of responsibility for all charges at the time the job card is written and while the customer is present. Any changes regarding who is responsible for the charges require service management authorization prior to repairs being completed."...
16/17 Corvette Maintenance - 04/17/2017
... change on Corvette Stingray with Z51, Grand Sport, and Z06 models equipped with dry sump systems. Customers are to follow the oil life monitoring system indicator for all future oil changes after the break-in oil change is performed. Mobil1 oil must...
Service Update Bulletin - 05/22/2017
A SUB involves the correction of new/unsold vehicles in inventory and customer vehicles that return to the dealership for any type of service, as long as the applicable warranty is in effect. A SUB addresses a non-safety related repair or installation...
Robots - 04/17/2017
... automotive companies pioneering automation, they continue to be the robotics industries largest customer. ...
Malibu - 02/17/2017
... rental car companies. In the first 11 months of the year, Chevy sold more Malibu’s to retail customers than in any year since its revival in 1996. The Malibu has outsold the Chevrolet Cruze for the first time since the Cruze arrived in 2010....
Effective Use of Authorization Codes - 02/02/2016
... advisor didn't verify if powertrain coverage applied to the repair. With the requirement to get customer participation for a policy repair, it's entirely possible that the customer paid for part of the repair that should have been completely covered...
Bulletin 02-00-89-007D - 02/02/2016
... An eligible dealer may provide crossline warranty as long as one of the following applies: 1) the customer is significantly inconvenienced and requires warranty service, 2) the vehicle was sold used by the servicing dealer, regardless of the dealer's...
2016 Camaro & Malibu - 02/02/2016
... early feedback to Engineering and Manufacturing. A successful product launch requires that customers have their vehicles returned to them as quickly as possible and identifying root cause quickly to correct product issues in a timely manner. ...
Test Drive Offer - 07/28/2016
A select group of in-market GMC owners received a complimentary oil change-test drive offer. Customers that received the offer will present a personalized peel-off card that was included in the GMC magazine. For each valid offer GM will reimburse the...
Assembly Replacement Reminder - 07/28/2016
... is required regardless of authorization for assembly replacement by a GM representative for customer satisfaction. ...
Recalls - 12/19/2014
... with the opportunity for increased traffic as well as a chance to put their best foot forward with customers. ...
Corvette Z51 and Z06 - 12/19/2014
... 500 miles of operation. Once the break-in oil change is performed and the OLM system is reset, customers should follow the OLM system for all future oil change needs. Additionally, the second printing of the 2015 Owner Manual is being updated with t...
F and I Products - 11/25/2014
... extended service contracts, tire and wheel policies, and guaranteed asset protection. GM Customer Care and Aftersales hopes to start improving sales penetration in the fourth quarter of this year and into the first quarter of 2015. ...
Warranty Part Center Documentation - 12/19/2014
... when requested is time consuming. GM recognizes this fact and allows for up to 0.3 labour hour reimbursement for the trouble. This time is claimed by adjusting the accepted job card transaction and entering the time in the administration time labour...
Recall 14294 - Ignition Key: - 10/31/2014
The declination form has been removed from the latest recall revision. The labour operation for "customer refused recall repair" has also been removed. The recall applies to certain 2010-2014 Chevrolet Camaro vehicles.
Creak or Pop Noise - 10/03/2014
2014-15 Equinox and Terrain customers may have a concern with a creak/pop type noise in the right front body area during slow speed body twist driving maneuvers. The noise is located in the front passenger foot well area. The condition may be caused by...
Sublet Repairs - 07/29/2015
... parts may be used but it must be clearly stated on the job card that the parts are not GM. The customer must be told of the non-GM parts and the warranty coverage of those parts must be explained. Sublet invoices must contain the customer's name,...
... parts mark up, and expenses that are not included in warranty analytics reporting are excluded (customer enthusiasm, policy, recalls, and goodwill labor operations). ...
Getting to Know the New PET - 05/22/2017
... in GlobalConnect within the Dealer Aftersales Empowerment Portal. The tool has been in use with GM Customer Assistance and in pilot with several hundred dealerships for many months, and is now active with all users. The following are a few quick tips...
Comeback Prevention Tool - 04/17/2017
The Comeback Concern Verification Sheets (CCVS) should be used on the first visit when the customer has a complicated, difficult, or intermittent condition or concern. The CCVS should be used on subsequent visits for the same condition or concern. The...
Mail Out Review Trends - 04/17/2017
... Additionally, GM states that any warranty/policy concern not expressed orally or in writing by the customer at initial write-up must be first inspected and verified by the service manager before it is added to the job card. Management’s explanation...
WPC Parts Return Program - 10/26/2016
... quality, benefiting everyone from part suppliers to service agents, but more importantly, the customers who choose to buy GM vehicles. Anyone involved with this business for any length of time has seen firsthand the quality improvements made from the...
Properly Maintaining Vehicles in Inventory - 09/27/2016
... storage and proper care of new vehicles held in dealer inventory until they are delivered to the customer." The bulletin covers battery maintenance, tire flat-spotting, TPMS, brakes, protective shipping materials, checking/cleaning windshield wipers,...
Gasoline Fuel Economy - 09/27/2016
... update the information contained within the bulletin. The bulletin is suitable for posting in the customer lounge or waiting area as it has been written with the consumer in mind. The bulletin covers the following topics: What not to doengine oil...
16NA339: Vibration Analysis - 10/26/2016
Some customers with 2015-2017 Cadillac Escalade, Chevrolet Suburban and Tahoe, and GMC Yukon vehicles may have concern with a vibration in their vehicle. This vibration may occur under specific vehicle speed or engine speed conditions. These vibrations,...
Authorization to Perform Repairs - 10/26/2016
... understanding of responsibility for all charges at the time the job card is written and while the customer is present. Any changes regarding who is responsible for the charges require service management authorization prior to repairs being completed."...
16/17 Corvette Maintenance - 04/17/2017
... change on Corvette Stingray with Z51, Grand Sport, and Z06 models equipped with dry sump systems. Customers are to follow the oil life monitoring system indicator for all future oil changes after the break-in oil change is performed. Mobil1 oil must...
Service Update Bulletin - 05/22/2017
A SUB involves the correction of new/unsold vehicles in inventory and customer vehicles that return to the dealership for any type of service, as long as the applicable warranty is in effect. A SUB addresses a non-safety related repair or installation...
Robots - 04/17/2017
... automotive companies pioneering automation, they continue to be the robotics industries largest customer. ...
Malibu - 02/17/2017
... rental car companies. In the first 11 months of the year, Chevy sold more Malibu’s to retail customers than in any year since its revival in 1996. The Malibu has outsold the Chevrolet Cruze for the first time since the Cruze arrived in 2010....
Effective Use of Authorization Codes - 02/02/2016
... advisor didn't verify if powertrain coverage applied to the repair. With the requirement to get customer participation for a policy repair, it's entirely possible that the customer paid for part of the repair that should have been completely covered...
Bulletin 02-00-89-007D - 02/02/2016
... An eligible dealer may provide crossline warranty as long as one of the following applies: 1) the customer is significantly inconvenienced and requires warranty service, 2) the vehicle was sold used by the servicing dealer, regardless of the dealer's...
2016 Camaro & Malibu - 02/02/2016
... early feedback to Engineering and Manufacturing. A successful product launch requires that customers have their vehicles returned to them as quickly as possible and identifying root cause quickly to correct product issues in a timely manner. ...
Test Drive Offer - 07/28/2016
A select group of in-market GMC owners received a complimentary oil change-test drive offer. Customers that received the offer will present a personalized peel-off card that was included in the GMC magazine. For each valid offer GM will reimburse the...
Assembly Replacement Reminder - 07/28/2016
... is required regardless of authorization for assembly replacement by a GM representative for customer satisfaction. ...
Recalls - 12/19/2014
... with the opportunity for increased traffic as well as a chance to put their best foot forward with customers. ...
Corvette Z51 and Z06 - 12/19/2014
... 500 miles of operation. Once the break-in oil change is performed and the OLM system is reset, customers should follow the OLM system for all future oil change needs. Additionally, the second printing of the 2015 Owner Manual is being updated with t...
F and I Products - 11/25/2014
... extended service contracts, tire and wheel policies, and guaranteed asset protection. GM Customer Care and Aftersales hopes to start improving sales penetration in the fourth quarter of this year and into the first quarter of 2015. ...
Warranty Part Center Documentation - 12/19/2014
... when requested is time consuming. GM recognizes this fact and allows for up to 0.3 labour hour reimbursement for the trouble. This time is claimed by adjusting the accepted job card transaction and entering the time in the administration time labour...
Recall 14294 - Ignition Key: - 10/31/2014
The declination form has been removed from the latest recall revision. The labour operation for "customer refused recall repair" has also been removed. The recall applies to certain 2010-2014 Chevrolet Camaro vehicles.
Creak or Pop Noise - 10/03/2014
2014-15 Equinox and Terrain customers may have a concern with a creak/pop type noise in the right front body area during slow speed body twist driving maneuvers. The noise is located in the front passenger foot well area. The condition may be caused by...
Sublet Repairs - 07/29/2015
... parts may be used but it must be clearly stated on the job card that the parts are not GM. The customer must be told of the non-GM parts and the warranty coverage of those parts must be explained. Sublet invoices must contain the customer's name,...
Suspected Tampering or Vehicle Modification - 03/26/2015
... The labor operation is used to reimburse the dealership for the time used to identify and document customer concerns that the dealership has determined are the result of tampering or non-GM vehicle modifications to the vehicle. ...
Consultant Dashboard and IVH - 03/26/2015
... vehicle inspection form can be accessed and the maintenance menu can be presented to the customer. GM tracks the number of times Dashboard is accessed without presenting the MPVIs and menus. Therefore, when you wish to review a vehicle history, and it...
Transmission Adaptive Functions - 09/03/2015
The bulletin addresses a customer concern with the automatic transmission, specifically a shift that feels to be too firm (harsh) or may slip or flare. The 8L90 transmission in certain 2015 vehicles makes use of an adaptive function that will help to...
Engine Misfire/Tick Noise, - 09/03/2015
Customers with certain 2014-2015 model year vehicles equipped with a 5.3L engine may comment on a malfunction indicator lamp on and/or engine misfire/tick noise. The issue may be a result of an active fuel management lifter that is mechanically collapsed ...
Air Conditioning Odor - 10/02/2015
Bulletin 99-01-39-004 addresses customer concerns with musty odors emitted from the HVAC system at vehicle start-up in hot, humid conditions. The cause of the issue may be condensate build-up on the evaporator core resulting in microbial growth...
October 2015 Recall Update - 10/02/2015
... are to replace the GCM due to a condition in which the module may not be functioning properly.Customer Satisfaction Program 14287: Engine Block Coolant Heater Seal Leaking/Power Cord Melted:This recall affects approximately 11,400 vehicles that may have...
Policy and Electronic Exchange Components - 12/01/2015
... will be provided on a no-charge exchange basis. It is not possible to change transactions from customer pay to policy after the part order has been submitted. Bulletin 08-08-44-029 ...
Cadillac Wreath - 09/04/2013
... may be eliminated for the 2015 model year. The update is due to feedback received from potential customers. Each time the emblem was tested, the wreath was seen as outdated and obsolete. The original crest was inspired from the historic family coat of...
Accessory Grille - 10/01/2013
... accessory grille (VAT) interferes with the camera. Accessory grilles that have been installed on customer vehicles must be removed and the OE grille reinstalled to correct the condition. ...
Catalytic Converters - 12/09/2013
... no flange behind the converter then the entire pipe assembly must be included. Cores returned to Customer Care and Aftersales are exempt from this requirement. ...
Midtronics GR8 Battery Tester Code now 15 Digits - 11/18/2013
... supporting documentation showing the battery was maintained while in service agent inventory for reimbursement consideration. If the vehicle has been in the service agent's inventory for more than 30 days, the WSC may also request copies of the PDI ...
Certified Elite Criteria - 11/18/2013
... dealer is required to meet all of the established thresholds. The thresholds include new vehicle customer retention of 43% or higher, dealership parts loyalty of 85%, repeat repairs less than 3% and field action closure rate of 88%. The benefits associated...
Global Labour Code Exceptions - 05/14/2013
... charge allowance is placed in the freight & postage net item field as is other miscellaneous reimbursements allowed. The new labour code is valid until August 7th. Adjustments for WPC allowances on transactions accepted after May 3rd with the new...
New Labour Operation - 12/09/2013
... is used to update the vehicle build in IVH. Installation costs for the trim panel are paid by the customer. ...
Authorization Codes - 01/10/2014
... advisor didn't verify if powertrain coverage applied to the repair. With the requirement to get customer participation for a policy repair it's entirely possible that the customer paid for part of the repair that should have been completely covered under...
Important Policy Updates - 01/10/2014
... with the date of repair, start and finish times, actual hours worked and hours sold for all customer pay, internal and warranty repairs). The article also provides specific policies for technicians who exclusively perform oil changes/tire rotations/MPI...
Ignition Switch Parts Return Request - 06/06/2014
... of the box with the Request Number visible. GM asks that requested parts are returned promptly.Reimbursement for labour and freight expenses involved in the return of the requested components should be processed by submitting an "Add Credit" to the appropriate...
Cadillac Free Vehicle Detail - 07/01/2014
Cadillac owners that were affected by customer satisfaction recall 14352 will be receiving a letter offering them a full vehicle detailing on their 2015 Cadillac Escalade any time within the next 12 months at a participating dealer. The letter instructs...
Cruze Noise on Start Up - 07/01/2014
... vehicles equipped with a 1.8L engine and manual transmission, built prior to January 10, 2014. Customers may comment on a knock noise coming from the front of the vehicle on start up. The issue may be caused by the starter not having a high enough c...
4G LTE in 2015 MY Vehicles - 06/06/2014
... access to OnStar services and a built in Wi-Fi hotspot. On June 2, it became necessary for customers purchasing a 2015 model year vehicle to accept OnStar's Terms and Conditions and Privacy Statement within 30 days of the delivery date of the vehicle....
Repeat Repair/Pyramiding - 04/03/2014
... address those areas of concern. If inaccuracies in transaction administration are found, a credit reimbursement to GM may be performed to correct the concerns. Once a dealer is involved in the SASR process, the system will continue to analyze progress...
Warranty Self-Review - 04/03/2014
... 15-20 job cards each month, reviewing them for compliance. Look for clear and concise 3 C's; customer signature; complete authorization, including signature, date, time and explanation; time documentation supporting OLH and daily time records, etc. Review...
Missing Harness - 04/03/2014
... list of involved vehicles in dealer inventory. Arrangements must be made to provide the dealer or customer with the harness for those vehicles that have sold or dealer traded. ...
Diesel Engine Block Heater Cord - 07/27/2021
Customer Satisfaction Recall N192264210 Enable Diesel Engine Block Heater Cord and Safety Recall N182206310 Diesel Engine Block Heater Cord have both been closed by GM. VINs that were in “open” status in the recall population were moved to ...
Charging Networks - 05/26/2021
GM has signed agreements to partner with seven charging networks to offer customers access to 60,000 charging plugs in the US and Canada, one of several steps the automaker is taking to make charging EV’s easier. GM has already partnered with charging...
... The labor operation is used to reimburse the dealership for the time used to identify and document customer concerns that the dealership has determined are the result of tampering or non-GM vehicle modifications to the vehicle. ...
Consultant Dashboard and IVH - 03/26/2015
... vehicle inspection form can be accessed and the maintenance menu can be presented to the customer. GM tracks the number of times Dashboard is accessed without presenting the MPVIs and menus. Therefore, when you wish to review a vehicle history, and it...
Transmission Adaptive Functions - 09/03/2015
The bulletin addresses a customer concern with the automatic transmission, specifically a shift that feels to be too firm (harsh) or may slip or flare. The 8L90 transmission in certain 2015 vehicles makes use of an adaptive function that will help to...
Engine Misfire/Tick Noise, - 09/03/2015
Customers with certain 2014-2015 model year vehicles equipped with a 5.3L engine may comment on a malfunction indicator lamp on and/or engine misfire/tick noise. The issue may be a result of an active fuel management lifter that is mechanically collapsed ...
Air Conditioning Odor - 10/02/2015
Bulletin 99-01-39-004 addresses customer concerns with musty odors emitted from the HVAC system at vehicle start-up in hot, humid conditions. The cause of the issue may be condensate build-up on the evaporator core resulting in microbial growth...
October 2015 Recall Update - 10/02/2015
... are to replace the GCM due to a condition in which the module may not be functioning properly.Customer Satisfaction Program 14287: Engine Block Coolant Heater Seal Leaking/Power Cord Melted:This recall affects approximately 11,400 vehicles that may have...
Policy and Electronic Exchange Components - 12/01/2015
... will be provided on a no-charge exchange basis. It is not possible to change transactions from customer pay to policy after the part order has been submitted. Bulletin 08-08-44-029 ...
Cadillac Wreath - 09/04/2013
... may be eliminated for the 2015 model year. The update is due to feedback received from potential customers. Each time the emblem was tested, the wreath was seen as outdated and obsolete. The original crest was inspired from the historic family coat of...
Accessory Grille - 10/01/2013
... accessory grille (VAT) interferes with the camera. Accessory grilles that have been installed on customer vehicles must be removed and the OE grille reinstalled to correct the condition. ...
Catalytic Converters - 12/09/2013
... no flange behind the converter then the entire pipe assembly must be included. Cores returned to Customer Care and Aftersales are exempt from this requirement. ...
Midtronics GR8 Battery Tester Code now 15 Digits - 11/18/2013
... supporting documentation showing the battery was maintained while in service agent inventory for reimbursement consideration. If the vehicle has been in the service agent's inventory for more than 30 days, the WSC may also request copies of the PDI ...
Certified Elite Criteria - 11/18/2013
... dealer is required to meet all of the established thresholds. The thresholds include new vehicle customer retention of 43% or higher, dealership parts loyalty of 85%, repeat repairs less than 3% and field action closure rate of 88%. The benefits associated...
Global Labour Code Exceptions - 05/14/2013
... charge allowance is placed in the freight & postage net item field as is other miscellaneous reimbursements allowed. The new labour code is valid until August 7th. Adjustments for WPC allowances on transactions accepted after May 3rd with the new...
New Labour Operation - 12/09/2013
... is used to update the vehicle build in IVH. Installation costs for the trim panel are paid by the customer. ...
Authorization Codes - 01/10/2014
... advisor didn't verify if powertrain coverage applied to the repair. With the requirement to get customer participation for a policy repair it's entirely possible that the customer paid for part of the repair that should have been completely covered under...
Important Policy Updates - 01/10/2014
... with the date of repair, start and finish times, actual hours worked and hours sold for all customer pay, internal and warranty repairs). The article also provides specific policies for technicians who exclusively perform oil changes/tire rotations/MPI...
Ignition Switch Parts Return Request - 06/06/2014
... of the box with the Request Number visible. GM asks that requested parts are returned promptly.Reimbursement for labour and freight expenses involved in the return of the requested components should be processed by submitting an "Add Credit" to the appropriate...
Cadillac Free Vehicle Detail - 07/01/2014
Cadillac owners that were affected by customer satisfaction recall 14352 will be receiving a letter offering them a full vehicle detailing on their 2015 Cadillac Escalade any time within the next 12 months at a participating dealer. The letter instructs...
Cruze Noise on Start Up - 07/01/2014
... vehicles equipped with a 1.8L engine and manual transmission, built prior to January 10, 2014. Customers may comment on a knock noise coming from the front of the vehicle on start up. The issue may be caused by the starter not having a high enough c...
4G LTE in 2015 MY Vehicles - 06/06/2014
... access to OnStar services and a built in Wi-Fi hotspot. On June 2, it became necessary for customers purchasing a 2015 model year vehicle to accept OnStar's Terms and Conditions and Privacy Statement within 30 days of the delivery date of the vehicle....
Repeat Repair/Pyramiding - 04/03/2014
... address those areas of concern. If inaccuracies in transaction administration are found, a credit reimbursement to GM may be performed to correct the concerns. Once a dealer is involved in the SASR process, the system will continue to analyze progress...
Warranty Self-Review - 04/03/2014
... 15-20 job cards each month, reviewing them for compliance. Look for clear and concise 3 C's; customer signature; complete authorization, including signature, date, time and explanation; time documentation supporting OLH and daily time records, etc. Review...
Missing Harness - 04/03/2014
... list of involved vehicles in dealer inventory. Arrangements must be made to provide the dealer or customer with the harness for those vehicles that have sold or dealer traded. ...
Diesel Engine Block Heater Cord - 07/27/2021
Customer Satisfaction Recall N192264210 Enable Diesel Engine Block Heater Cord and Safety Recall N182206310 Diesel Engine Block Heater Cord have both been closed by GM. VINs that were in “open” status in the recall population were moved to ...
Charging Networks - 05/26/2021
GM has signed agreements to partner with seven charging networks to offer customers access to 60,000 charging plugs in the US and Canada, one of several steps the automaker is taking to make charging EV’s easier. GM has already partnered with charging...
Tire Warranty Reminder - 05/26/2021
... adjustment basis. Tire proration policies and percentages also apply to tires replaced under Customer Enthusiasm and tires that were damaged as a result of a warrantable vehicle component. Bulletin 20-NA-159...
TPMS Learn - 07/27/2021
... learn, with documentation of the WCC required. When the learn procedure is not performed the customer may experience a TPM sensor warning message on the DIC shortly after delivery. The TPM sensor learn is included in the PDI labor operation, therefore...
OE 12V Battery Failure Beyond B2B Warranty - 10/01/2021
There is no extended coverage available as the OE battery is only warranted for the term of the B2B warranty. The customer would be responsible for the replacement cost associated with the battery. Battery replacements are not eligible for Policy Dec...
STS Thresholds - 02/25/2021
Recognizing that low technician training can contribute to customer dissatisfaction and warranty waste, GM is continuing quarterly STS thresholds that dealers must achieve to maintain self-authorization empowerment with claims involving OLH and repeat...
Components and Services with Limited Coverage - 12/29/2020
... ever open their owner’s manual, it is usually up to the service advisors to inform their customers as to what is covered and what is not during write up. There is a statement in the Policies and Procedures manual that states: There is to be a clear...
Service Update Bulletin N202319660 - 12/29/2020
... vehicles. The bulletin specifically calls out the process of inspecting involved vehicles prior to customers taking delivery. Dealers are advised to make the effort to complete the inspection process on all eligible vehicles. The SUB expires on Nove...
ELW and EFM - 10/27/2020
When a customer purchases a new Chevrolet, Buick, GMC, or Cadillac vehicle they can select a longer bumper to bumper limited warranty: the optional Extended Limited Warranty (ELW). ELW provides coverage for Chevrolet, GMC, and 2020MY and new Buick vehicles...
Warranty Parts Center Bulletin Update - 09/22/2020
... of the bulletin provides an updated phone number for the WPC when it is necessary to contact customer assistance for assistance with returning one of a kind parts for specific engineering analysis. These Special Part Requests may not have been identified...
September 2020 Recall Update - 08/25/2020
... The recall was revised to instruct technician to not deploy the roof rail airbag(s) after removal. Customer Satisfaction Recall A202309280 Oil Leak at Plugs of Drive Unit Assembly: A total of 683 vehicles are included in the recall program. The recall...
Anatomy of a Reject - 08/25/2020
... two components, a right and left side, with one labor operation and OLH? In those cases where the customer has a concern with defects on both the left and the right-side component (or front/rear), where one side did not cause the other side to fail,...
Mail Out Review Trends: Add On Repairs - 07/30/2020
... date, time, and explanation) must be present on the hard copy, as well as the date and time the customer provided permission. Management authorization is required prior to repairs being performed. A separate technician recording is also necessary for...
Mail Out Review Trends: Weak 3 C's - 07/30/2020
... time, OLH, and additional labor time, as well as supporting the failure as a warrantable defect or Customer Enthusiasm....
Service Department - 07/30/2020
The number of customers that are delaying getting their vehicle serviced or repaired due to concerns about the coronavirus continue to fall from a high of 40% in April according to a Cox Automotive Study. Of those consumers surveyed in mid-May only 28%...
Pick-up/Delivery - 07/30/2020
Dealerships that are offering vehicle pick-up and delivery for service visits are seeing increased customer satisfaction, higher retention rates, bigger profits from higher dollar repair orders, more technician labor hours sold, and smoother and more...
Electric Delivery Van - 06/23/2020
An electric delivery van project, code named BV1, is planned for introduction by 2023. The van is aimed at commercial customers and will be built at its Detroit-Hamtramck plant. The plant is in the process of being converted into a fully electric vehicle...
Empowerment - 06/23/2020
GM provides service agents with the ability to make case by case empowerment decisions on behalf of the customer to ensure that they are satisfied, remain loyal to their vehicle brand, and to the dealership. Standards and guidelines have been put in place...
Video - 04/29/2020
Highly detailed, narrated videos can help customers see what needs to be replaced or fixed on their vehicles. Dealerships are using the multimedia to increase repair approvals, avoid potential litigation, and enable house calls during the pandemic.
Courtesy Transportation: - 12/02/2019
... viewed as a rental or loan and the dealership will forfeit its various protections. While the customer does not have to be removed from the vehicle, the dealer must execute and sign a new Vehicle-Use Agreement. The current parts shortage does not excuse...
Wheel Alignments - 02/27/2020
... updated to include the 2017-2020 model year vehicles. The bulletin provides recommendations for customer concerns related to wheel alignment. The bulletin contains a wheel alignment job card questionnaire that is to be completed with vehicles that have...
Non-GM Part - 08/27/2019
... surrounding the use of the non-GM part. Furthermore, the service agent must provide the customer with written disclosure prior to the sale or service, detailing that the parts or accessories are not marketed or warranted by GM....
Rearview Visibility - 08/27/2019
... in 2007 for 350,000 units. The supplier now makes about 12 million cameras a year for many customers....
Parts Processing Center - 08/27/2019
... the country. The RDC’s then ship the parts to dealers for warranty and service work on customer vehicles....
Sierra AT4 - 09/24/2019
The Sierra AT4 edition appeals to a new group of buyers; customers that are on average eight years younger than typical Denali buyers. The Sierra AT4 is an understated, matte-accented truck that’s a departure from the Denali edition. The AT4 trim...
Bulletin Tip - 10/23/2019
Bulletin 19-NA-078 addresses customer concerns with Michelin Premier LTX tires not meeting tread depth expectations, or wearing out too quickly. The bulletin affects certain 2017-19 Buick Envision and Cadillac XT5, 2018-19 Chevrolet Equinox, 2017-18 GMC...
Paint Blend Time - 10/23/2019
Warranty paint repairs may be necessary when there is a problem with the paint on your customer’s vehicle. GM describes a paint defect as thin or mottled paint, off color, rub through, dirt, paint runs, etc, that does not respond to finessing, sanding,...
... adjustment basis. Tire proration policies and percentages also apply to tires replaced under Customer Enthusiasm and tires that were damaged as a result of a warrantable vehicle component. Bulletin 20-NA-159...
TPMS Learn - 07/27/2021
... learn, with documentation of the WCC required. When the learn procedure is not performed the customer may experience a TPM sensor warning message on the DIC shortly after delivery. The TPM sensor learn is included in the PDI labor operation, therefore...
OE 12V Battery Failure Beyond B2B Warranty - 10/01/2021
There is no extended coverage available as the OE battery is only warranted for the term of the B2B warranty. The customer would be responsible for the replacement cost associated with the battery. Battery replacements are not eligible for Policy Dec...
STS Thresholds - 02/25/2021
Recognizing that low technician training can contribute to customer dissatisfaction and warranty waste, GM is continuing quarterly STS thresholds that dealers must achieve to maintain self-authorization empowerment with claims involving OLH and repeat...
Components and Services with Limited Coverage - 12/29/2020
... ever open their owner’s manual, it is usually up to the service advisors to inform their customers as to what is covered and what is not during write up. There is a statement in the Policies and Procedures manual that states: There is to be a clear...
Service Update Bulletin N202319660 - 12/29/2020
... vehicles. The bulletin specifically calls out the process of inspecting involved vehicles prior to customers taking delivery. Dealers are advised to make the effort to complete the inspection process on all eligible vehicles. The SUB expires on Nove...
ELW and EFM - 10/27/2020
When a customer purchases a new Chevrolet, Buick, GMC, or Cadillac vehicle they can select a longer bumper to bumper limited warranty: the optional Extended Limited Warranty (ELW). ELW provides coverage for Chevrolet, GMC, and 2020MY and new Buick vehicles...
Warranty Parts Center Bulletin Update - 09/22/2020
... of the bulletin provides an updated phone number for the WPC when it is necessary to contact customer assistance for assistance with returning one of a kind parts for specific engineering analysis. These Special Part Requests may not have been identified...
September 2020 Recall Update - 08/25/2020
... The recall was revised to instruct technician to not deploy the roof rail airbag(s) after removal. Customer Satisfaction Recall A202309280 Oil Leak at Plugs of Drive Unit Assembly: A total of 683 vehicles are included in the recall program. The recall...
Anatomy of a Reject - 08/25/2020
... two components, a right and left side, with one labor operation and OLH? In those cases where the customer has a concern with defects on both the left and the right-side component (or front/rear), where one side did not cause the other side to fail,...
Mail Out Review Trends: Add On Repairs - 07/30/2020
... date, time, and explanation) must be present on the hard copy, as well as the date and time the customer provided permission. Management authorization is required prior to repairs being performed. A separate technician recording is also necessary for...
Mail Out Review Trends: Weak 3 C's - 07/30/2020
... time, OLH, and additional labor time, as well as supporting the failure as a warrantable defect or Customer Enthusiasm....
Service Department - 07/30/2020
The number of customers that are delaying getting their vehicle serviced or repaired due to concerns about the coronavirus continue to fall from a high of 40% in April according to a Cox Automotive Study. Of those consumers surveyed in mid-May only 28%...
Pick-up/Delivery - 07/30/2020
Dealerships that are offering vehicle pick-up and delivery for service visits are seeing increased customer satisfaction, higher retention rates, bigger profits from higher dollar repair orders, more technician labor hours sold, and smoother and more...
Electric Delivery Van - 06/23/2020
An electric delivery van project, code named BV1, is planned for introduction by 2023. The van is aimed at commercial customers and will be built at its Detroit-Hamtramck plant. The plant is in the process of being converted into a fully electric vehicle...
Empowerment - 06/23/2020
GM provides service agents with the ability to make case by case empowerment decisions on behalf of the customer to ensure that they are satisfied, remain loyal to their vehicle brand, and to the dealership. Standards and guidelines have been put in place...
Video - 04/29/2020
Highly detailed, narrated videos can help customers see what needs to be replaced or fixed on their vehicles. Dealerships are using the multimedia to increase repair approvals, avoid potential litigation, and enable house calls during the pandemic.
Courtesy Transportation: - 12/02/2019
... viewed as a rental or loan and the dealership will forfeit its various protections. While the customer does not have to be removed from the vehicle, the dealer must execute and sign a new Vehicle-Use Agreement. The current parts shortage does not excuse...
Wheel Alignments - 02/27/2020
... updated to include the 2017-2020 model year vehicles. The bulletin provides recommendations for customer concerns related to wheel alignment. The bulletin contains a wheel alignment job card questionnaire that is to be completed with vehicles that have...
Non-GM Part - 08/27/2019
... surrounding the use of the non-GM part. Furthermore, the service agent must provide the customer with written disclosure prior to the sale or service, detailing that the parts or accessories are not marketed or warranted by GM....
Rearview Visibility - 08/27/2019
... in 2007 for 350,000 units. The supplier now makes about 12 million cameras a year for many customers....
Parts Processing Center - 08/27/2019
... the country. The RDC’s then ship the parts to dealers for warranty and service work on customer vehicles....
Sierra AT4 - 09/24/2019
The Sierra AT4 edition appeals to a new group of buyers; customers that are on average eight years younger than typical Denali buyers. The Sierra AT4 is an understated, matte-accented truck that’s a departure from the Denali edition. The AT4 trim...
Bulletin Tip - 10/23/2019
Bulletin 19-NA-078 addresses customer concerns with Michelin Premier LTX tires not meeting tread depth expectations, or wearing out too quickly. The bulletin affects certain 2017-19 Buick Envision and Cadillac XT5, 2018-19 Chevrolet Equinox, 2017-18 GMC...
Paint Blend Time - 10/23/2019
Warranty paint repairs may be necessary when there is a problem with the paint on your customer’s vehicle. GM describes a paint defect as thin or mottled paint, off color, rub through, dirt, paint runs, etc, that does not respond to finessing, sanding,...
Engine and Transmission Assembly Replacement - 10/23/2019
... pre-approval through the Empowerment Portal in certain situations, including replacements for customer satisfaction (when no defect is found), or when an assembly is replaced when it is not the most economical repair. The four labor operations that require...
The Fundamentals - 05/29/2019
... following “tips” are key aspects of the foundation of a warranty transaction. If the customer signature is not obtained at time of job card write up, service management is required to sign/authorize on the Authorization to Perform Repairs...
Production - 12/19/2018
... Volt through 2019. With the demise of many compact sedans, automakers and dealers expect that customers will move toward the subcompact crossover segment....
Properly Maintaining Vehicles in Inventory - 02/21/2019
... responsible for the storage and proper care of new vehicles while in dealer inventory, until the customer takes delivery. Damage or deterioration, resulting from improper storage, is not covered by the New Vehicle Warranty. The dealer must maintain the...
Suspected Tampering or Modifications - 03/27/2019
... when tampering and/or non-GM vehicle modifications are suspected as the root cause for the customer concern....
California Emissions - 03/27/2019
... state. The vehicle must be registered in a qualifying state at the time of part failure for the customer to be eligible for the warranty coverage shown. If the vehicle is no longer registered in a qualifying state, emissions component coverage reverts...
EV Charging - 01/21/2019
... with the networks for their integration into the myChevrolet app. This will allow Bolt EV customers access to real time data on whether the station is working, available, and compatible with the Bolt EV. GM also plans to create an app interface...
Unavailable Original Equipment Part - 01/21/2019
... clearly document on the job card the circumstances surrounding why non-GM parts were used. The customer must be provided with written disclosure, prior to the sale or service, that the parts are not marketed or warranted by GM...
Part Warranty Start Date - 06/26/2023
Part warranty transactions occur when a customer purchases a part over-the-counter or has that part installed at the dealership. The standard part warranty is 24 months, unlimited mileage. There are exceptions with some part warranty coverages outlined...
Supporting Documentation - 05/23/2023
... job cards, copies of sublet invoices, battery warranty code and test report printout, alternative customer signature document, accounts payable records including sublet and towing etc. Refer to Service Policies & Procedures Article 6.5 for the comprehensive...
Apple CarPlay and Android Auto - 04/25/2023
... plans to build in infotainment systems developed by Google. This will allow GM to collect its customers’ data more easily. ...
Ultium PowerUP Charge Station - 08/29/2023
... Warranty. The labor cost for electrical diagnosis, removal or installation is not covered. If the customer experiences a failure within the 3-year warranty period, the dealer may not submit labor-related charges in GWM with the parts warranty claim....
Policies & Procedures 2024 Update - 01/29/2024
... out the updates to Articles 4.3 Roadside Assistance Program, 4.8 Cross-Line Warranty, 5.1 Reimbursement to Service Agent for Repairs Performed Under Warranty, and 6.3 GM Labor Operations and Times in the Service Technical Notes, Warranty Tips and articles...
Emissions Warranty Coverage - 09/25/2023
... of IVH, the vehicle must be registered in a qualifying state at the time of part failure for the customer to be eligible for the warranty shown. If the vehicle is no longer registered in a qualifying state, emissions component coverage reverts to Federal...
High Voltage Li-ion Propulsion Battery - 09/25/2023
... as an exchange from the BSC that owns the replacement battery. The battery removed from the customer’s vehicle must be returned within 30 days of the dealer receiving the replacement battery; if not returned within 30 days, the dealer receives...
CarBravo Training - 10/26/2023
... course. The training provides an understanding of the scope of warranties offered to all CarBravo customers and the process for completing the steps associated with a CarBravo warranty claim. ...
Most Common Audit Deviations - 09/25/2023
... found during audits. The following are the most commonly found audit deviations: Missed Customer Authorization to Proceed with Repairs: If the service advisor fails to get the customer’s signature at write up, service management must sign, date,...
Add On Repair Report - 09/25/2023
An add on repair is defined as any warranty/policy concern not expressed orally or in writing by the customer at initial write-up. Job cards with add on repair lines are frequently included in Electronic Warranty Reviews by GM Audit Services. With...
OTC transmission failure - 01/30/2024
I have a vehicle here in the shop that we are looking at for an internal transmission issue, the customer now provides documents where he bought this transmission OTC for our parts warehouse is labor for the repair or replace covered if he didn't pay...
Forum - 01/09/2024
In most cases we write seperate tickest for warranty and customer pay. We all work the same hours in our department so I ,warranty admin,am usually here if anything abnormal happens. We work together as a team and make out pretty well.
Service management approval - 01/09/2024
I am looking for clarification about when a job card changes from customer pay to warranty. I believe the policy change sometime back that the service manager does not have to sign for this any longer. I don't seem to be able to locate any documentation...
Forum - 01/12/2024
Its the vac pump one, N182202780, P&P says while under the new vehicle warranty. Customer's out of B2B and paid for it, but, if I can get them reimbursed I would like to.
Forum - 01/25/2024
I too am on Dealertrack, we have it set up that I am the only one (besides upper management) can close warranty claims. I am the final close on the RO if there is warranty. With the way you have it, then the customer has to sign twice do they not?
Bulletin 16-NA-102 for part warranty - 11/02/2023
HiVehicle had the fuel system replaced under customer pay in 2022. Repair would be under a parts warranty. Just wondering if any one has used the bulletin labor op for a parts warranty? I am thinking to use the fuel injection pump LOP as that was the...
unaccepted claim - 12/20/2023
I have 2 warranty claims that will not process through Dealertrack (and yes I hate it too). The reject that I get is "BAC header could not be converted into valid SAP customer number". Anyone else have this experience?
... pre-approval through the Empowerment Portal in certain situations, including replacements for customer satisfaction (when no defect is found), or when an assembly is replaced when it is not the most economical repair. The four labor operations that require...
The Fundamentals - 05/29/2019
... following “tips” are key aspects of the foundation of a warranty transaction. If the customer signature is not obtained at time of job card write up, service management is required to sign/authorize on the Authorization to Perform Repairs...
Production - 12/19/2018
... Volt through 2019. With the demise of many compact sedans, automakers and dealers expect that customers will move toward the subcompact crossover segment....
Properly Maintaining Vehicles in Inventory - 02/21/2019
... responsible for the storage and proper care of new vehicles while in dealer inventory, until the customer takes delivery. Damage or deterioration, resulting from improper storage, is not covered by the New Vehicle Warranty. The dealer must maintain the...
Suspected Tampering or Modifications - 03/27/2019
... when tampering and/or non-GM vehicle modifications are suspected as the root cause for the customer concern....
California Emissions - 03/27/2019
... state. The vehicle must be registered in a qualifying state at the time of part failure for the customer to be eligible for the warranty coverage shown. If the vehicle is no longer registered in a qualifying state, emissions component coverage reverts...
EV Charging - 01/21/2019
... with the networks for their integration into the myChevrolet app. This will allow Bolt EV customers access to real time data on whether the station is working, available, and compatible with the Bolt EV. GM also plans to create an app interface...
Unavailable Original Equipment Part - 01/21/2019
... clearly document on the job card the circumstances surrounding why non-GM parts were used. The customer must be provided with written disclosure, prior to the sale or service, that the parts are not marketed or warranted by GM...
Part Warranty Start Date - 06/26/2023
Part warranty transactions occur when a customer purchases a part over-the-counter or has that part installed at the dealership. The standard part warranty is 24 months, unlimited mileage. There are exceptions with some part warranty coverages outlined...
Supporting Documentation - 05/23/2023
... job cards, copies of sublet invoices, battery warranty code and test report printout, alternative customer signature document, accounts payable records including sublet and towing etc. Refer to Service Policies & Procedures Article 6.5 for the comprehensive...
Apple CarPlay and Android Auto - 04/25/2023
... plans to build in infotainment systems developed by Google. This will allow GM to collect its customers’ data more easily. ...
Ultium PowerUP Charge Station - 08/29/2023
... Warranty. The labor cost for electrical diagnosis, removal or installation is not covered. If the customer experiences a failure within the 3-year warranty period, the dealer may not submit labor-related charges in GWM with the parts warranty claim....
Policies & Procedures 2024 Update - 01/29/2024
... out the updates to Articles 4.3 Roadside Assistance Program, 4.8 Cross-Line Warranty, 5.1 Reimbursement to Service Agent for Repairs Performed Under Warranty, and 6.3 GM Labor Operations and Times in the Service Technical Notes, Warranty Tips and articles...
Emissions Warranty Coverage - 09/25/2023
... of IVH, the vehicle must be registered in a qualifying state at the time of part failure for the customer to be eligible for the warranty shown. If the vehicle is no longer registered in a qualifying state, emissions component coverage reverts to Federal...
High Voltage Li-ion Propulsion Battery - 09/25/2023
... as an exchange from the BSC that owns the replacement battery. The battery removed from the customer’s vehicle must be returned within 30 days of the dealer receiving the replacement battery; if not returned within 30 days, the dealer receives...
CarBravo Training - 10/26/2023
... course. The training provides an understanding of the scope of warranties offered to all CarBravo customers and the process for completing the steps associated with a CarBravo warranty claim. ...
Most Common Audit Deviations - 09/25/2023
... found during audits. The following are the most commonly found audit deviations: Missed Customer Authorization to Proceed with Repairs: If the service advisor fails to get the customer’s signature at write up, service management must sign, date,...
Add On Repair Report - 09/25/2023
An add on repair is defined as any warranty/policy concern not expressed orally or in writing by the customer at initial write-up. Job cards with add on repair lines are frequently included in Electronic Warranty Reviews by GM Audit Services. With...
OTC transmission failure - 01/30/2024
I have a vehicle here in the shop that we are looking at for an internal transmission issue, the customer now provides documents where he bought this transmission OTC for our parts warehouse is labor for the repair or replace covered if he didn't pay...
Forum - 01/09/2024
In most cases we write seperate tickest for warranty and customer pay. We all work the same hours in our department so I ,warranty admin,am usually here if anything abnormal happens. We work together as a team and make out pretty well.
Service management approval - 01/09/2024
I am looking for clarification about when a job card changes from customer pay to warranty. I believe the policy change sometime back that the service manager does not have to sign for this any longer. I don't seem to be able to locate any documentation...
Forum - 01/12/2024
Its the vac pump one, N182202780, P&P says while under the new vehicle warranty. Customer's out of B2B and paid for it, but, if I can get them reimbursed I would like to.
Forum - 01/25/2024
I too am on Dealertrack, we have it set up that I am the only one (besides upper management) can close warranty claims. I am the final close on the RO if there is warranty. With the way you have it, then the customer has to sign twice do they not?
Bulletin 16-NA-102 for part warranty - 11/02/2023
HiVehicle had the fuel system replaced under customer pay in 2022. Repair would be under a parts warranty. Just wondering if any one has used the bulletin labor op for a parts warranty? I am thinking to use the fuel injection pump LOP as that was the...
unaccepted claim - 12/20/2023
I have 2 warranty claims that will not process through Dealertrack (and yes I hate it too). The reject that I get is "BAC header could not be converted into valid SAP customer number". Anyone else have this experience?
Towing and special coverages - 01/10/2024
Refresh my memory, is towing permitted on a vehicle that is out of B2B but has a special coverage. The customer did not feel safe driving it.
Forum - 01/11/2024
I am on DealerTrack, the warranty ticket can stay open after the customer pay is closed so as the warranty administrator I can correct what has been paid by the writer or cashier and fix it prior to submission and closing the warranty portion of the ...
Reminder! Option C Labor Rate Dealers - 01/29/2024
Have you noticed that the labor reimbursement on your warranty claims is more than what is closed on the job card and not sure why there is a discrepancy? Effective on January 1, 2024, dealers who enrolled or are continuing in the Option C Warranty Labor...
Reject of the Month - January 2024 - 12/26/2023
... that the tank required replacement a second time. The original job card was closed as customer pay and a new part warranty job card opened. The technician noted on the original, customer pay invoice, that the vehicle was stuck at 4 mph and could...
Third Party Labor Time Guide - 01/29/2024
... Service Policies & Procedures manual: Where permitted by state statute, a dealer may seek reimbursement using time from a third-party time guide. In such instances, the dealer must submit with their warranty claim a copy of the applicable published...
SAVI Dongle Warranty Process - 03/23/2024
GM SAVI dongles come with a two-year warranty. Techline Customer Support Center will validate if the unit is defective by going through testing with the user, and if defective, will facilitate a replacement. If the dongle falls within the warranty time...
Included Maintenance - 02/26/2024
Maintenance Program reimbursement rates for specific vehicles increased effective with job cards opened on or after February 1, 2024. The program provides one included maintenance visit within the first 12 months of vehicle ownership. (The Corvette receives...
Forum - 03/11/2024
Hi Ron - Apologies for the confusion in regards to the "inspected / verified" verbiage - which refers to an add on customer concern after job card write up. (Reference: Service P&P Article 6.3) Please refer to P&P Article 6.2.2 Authorization...
Chevrolet Blazer EV - 02/26/2024
... These updates are important to not only correct issues but also enhance vehicle functions. If a customer owned 2024 Chevrolet Blazer EV is brought in for services, it is recommended to check for available software updates. ...
Bidirectional Charging - 03/28/2022
... take place this summer in San Francisco. It is anticipated that the pilot will be open to larger customer trials by the end of the year. ...
Digital Manuals - 07/27/2022
... for 2023 model year vehicles. Digital manuals support GM’s Zero-Zero-Zero vision and provide customers with the latest information in a searchable format. Warranty manuals for most vehicles will be available on the brands website, e.g. www.chevrolet.com...
Super Cruise - 08/22/2022
... in the fourth quarter, and it will be delivered via an over the air update to current Super Cruise customers with a 2021 or 2022 model. ...
Wildcat - 06/20/2022
Buick provided customers and dealers with an indication of its future design philosophy with the Wildcat electric vehicle concept unveiled in early June. As Buick moves toward an all-electric lineup by 2030, vehicles will have a more sculptural look,...
Authorized Dealer - 10/26/2021
If a customer with a Chevrolet electric vehicle contacts a non-participating dealer or dealer that has not yet met all training, tool, and equipment requirements for service, they should be directed to Chevrolet.com or 1-833-EVCHEVY to find a participating...
12V Battery Job Aid - 12/01/2021
... replacements under the New Vehicle Bumper to Bumper Warranty. Once the B2B warranty expires, the customer is responsible for battery repairs/replacements. Policy adjustments are strictly prohibited. Reference Number 202111080001...
Goodwill Tool - 01/03/2022
... dealers are advised to consider My GM Rewards points instead to resolve issues and establish customer goodwill. Refer to the Dealer Empowerment Guide for a full list of available Goodwill Tools. ...
CarBravo - 01/27/2022
... spring. The shopping platform is designed to boost used vehicles sales through GM dealerships. Customers will be offered more choice and access to shop significantly expanded inventories of both the dealer and a national central stock of GM used vehicles....
February 2022 Recall Update - 01/27/2022
... Airbag Takata Inflator-Priority Group 10: The recall has been updated to include a copy of the customer letter. The recall affects certain 2010-13 Cadillac Escalade EXT, Chevrolet Avalanche, Silverado 1500, GMC Sierra 1500, 2010-14 Cadillac Escalade,...
Mismatched Spare Tire Recall - 01/27/2022
... review the recall bulletin for specific details. This recall has specific requirements should the customer decline this repair and if they do, dealers are to complete the Field Action Status Change Form Specific to Safety Recall N212329780. The form...
Emission Control Systems Warranties - 09/26/2022
... applies if a vehicle is registered in one of the California emissions states. For example, if a customer bought their vehicle in Pennsylvania, but they live in Ohio, the emissions warranty coverage shown in IVH would not apply since the vehicle is registered...
Reject of the Month - October 2022 - 09/26/2022
... and the transmission cooler lines were all leaking. The vehicle was repaired and handled as customer pay. The vehicle returned in June 2022 with an oil leak concern. The technician noted the cause of failure, “leaking oil” and replaced...
Job Card Reprints - 08/22/2022
When utilizing reprints, dealers must retain the original hard copy with customer signature at the time of original write up. A signed reprint without the original job card is non-compliant. In the case of lost or damaged original job card, the reprint...
Goodwill - 11/22/2022
Goodwill tools are used to offset customer inconvenience/dissatisfaction or to offer additional protection and peace of mind. Goodwill is not an expense to cover a vehicle repair. Eleven different options are available for goodwill assistance.
Heritage Center - 10/28/2022
... The move will take place in phases as GM renovates the Grand Blanc facility, which was once the Customer Care and Aftersales Headquarters. The approximate 900 employees were moved from the CC&A offices in March 2021 to the Global Technical Center...
2024 Chevrolet Trax - 10/28/2022
The 2024 Chevrolet Trax is a new, technology-forward choice for customers seeking the practicality of a compact car and the utility of a SUV. It is larger than today’s Trax and provides more space for passengers and cargo. The new ACTIV edition...
Refresh my memory, is towing permitted on a vehicle that is out of B2B but has a special coverage. The customer did not feel safe driving it.
Forum - 01/11/2024
I am on DealerTrack, the warranty ticket can stay open after the customer pay is closed so as the warranty administrator I can correct what has been paid by the writer or cashier and fix it prior to submission and closing the warranty portion of the ...
Reminder! Option C Labor Rate Dealers - 01/29/2024
Have you noticed that the labor reimbursement on your warranty claims is more than what is closed on the job card and not sure why there is a discrepancy? Effective on January 1, 2024, dealers who enrolled or are continuing in the Option C Warranty Labor...
Reject of the Month - January 2024 - 12/26/2023
... that the tank required replacement a second time. The original job card was closed as customer pay and a new part warranty job card opened. The technician noted on the original, customer pay invoice, that the vehicle was stuck at 4 mph and could...
Third Party Labor Time Guide - 01/29/2024
... Service Policies & Procedures manual: Where permitted by state statute, a dealer may seek reimbursement using time from a third-party time guide. In such instances, the dealer must submit with their warranty claim a copy of the applicable published...
SAVI Dongle Warranty Process - 03/23/2024
GM SAVI dongles come with a two-year warranty. Techline Customer Support Center will validate if the unit is defective by going through testing with the user, and if defective, will facilitate a replacement. If the dongle falls within the warranty time...
Included Maintenance - 02/26/2024
Maintenance Program reimbursement rates for specific vehicles increased effective with job cards opened on or after February 1, 2024. The program provides one included maintenance visit within the first 12 months of vehicle ownership. (The Corvette receives...
Forum - 03/11/2024
Hi Ron - Apologies for the confusion in regards to the "inspected / verified" verbiage - which refers to an add on customer concern after job card write up. (Reference: Service P&P Article 6.3) Please refer to P&P Article 6.2.2 Authorization...
Chevrolet Blazer EV - 02/26/2024
... These updates are important to not only correct issues but also enhance vehicle functions. If a customer owned 2024 Chevrolet Blazer EV is brought in for services, it is recommended to check for available software updates. ...
Bidirectional Charging - 03/28/2022
... take place this summer in San Francisco. It is anticipated that the pilot will be open to larger customer trials by the end of the year. ...
Digital Manuals - 07/27/2022
... for 2023 model year vehicles. Digital manuals support GM’s Zero-Zero-Zero vision and provide customers with the latest information in a searchable format. Warranty manuals for most vehicles will be available on the brands website, e.g. www.chevrolet.com...
Super Cruise - 08/22/2022
... in the fourth quarter, and it will be delivered via an over the air update to current Super Cruise customers with a 2021 or 2022 model. ...
Wildcat - 06/20/2022
Buick provided customers and dealers with an indication of its future design philosophy with the Wildcat electric vehicle concept unveiled in early June. As Buick moves toward an all-electric lineup by 2030, vehicles will have a more sculptural look,...
Authorized Dealer - 10/26/2021
If a customer with a Chevrolet electric vehicle contacts a non-participating dealer or dealer that has not yet met all training, tool, and equipment requirements for service, they should be directed to Chevrolet.com or 1-833-EVCHEVY to find a participating...
12V Battery Job Aid - 12/01/2021
... replacements under the New Vehicle Bumper to Bumper Warranty. Once the B2B warranty expires, the customer is responsible for battery repairs/replacements. Policy adjustments are strictly prohibited. Reference Number 202111080001...
Goodwill Tool - 01/03/2022
... dealers are advised to consider My GM Rewards points instead to resolve issues and establish customer goodwill. Refer to the Dealer Empowerment Guide for a full list of available Goodwill Tools. ...
CarBravo - 01/27/2022
... spring. The shopping platform is designed to boost used vehicles sales through GM dealerships. Customers will be offered more choice and access to shop significantly expanded inventories of both the dealer and a national central stock of GM used vehicles....
February 2022 Recall Update - 01/27/2022
... Airbag Takata Inflator-Priority Group 10: The recall has been updated to include a copy of the customer letter. The recall affects certain 2010-13 Cadillac Escalade EXT, Chevrolet Avalanche, Silverado 1500, GMC Sierra 1500, 2010-14 Cadillac Escalade,...
Mismatched Spare Tire Recall - 01/27/2022
... review the recall bulletin for specific details. This recall has specific requirements should the customer decline this repair and if they do, dealers are to complete the Field Action Status Change Form Specific to Safety Recall N212329780. The form...
Emission Control Systems Warranties - 09/26/2022
... applies if a vehicle is registered in one of the California emissions states. For example, if a customer bought their vehicle in Pennsylvania, but they live in Ohio, the emissions warranty coverage shown in IVH would not apply since the vehicle is registered...
Reject of the Month - October 2022 - 09/26/2022
... and the transmission cooler lines were all leaking. The vehicle was repaired and handled as customer pay. The vehicle returned in June 2022 with an oil leak concern. The technician noted the cause of failure, “leaking oil” and replaced...
Job Card Reprints - 08/22/2022
When utilizing reprints, dealers must retain the original hard copy with customer signature at the time of original write up. A signed reprint without the original job card is non-compliant. In the case of lost or damaged original job card, the reprint...
Goodwill - 11/22/2022
Goodwill tools are used to offset customer inconvenience/dissatisfaction or to offer additional protection and peace of mind. Goodwill is not an expense to cover a vehicle repair. Eleven different options are available for goodwill assistance.
Heritage Center - 10/28/2022
... The move will take place in phases as GM renovates the Grand Blanc facility, which was once the Customer Care and Aftersales Headquarters. The approximate 900 employees were moved from the CC&A offices in March 2021 to the Global Technical Center...
2024 Chevrolet Trax - 10/28/2022
The 2024 Chevrolet Trax is a new, technology-forward choice for customers seeking the practicality of a compact car and the utility of a SUV. It is larger than today’s Trax and provides more space for passengers and cargo. The new ACTIV edition...
New Unit - 10/28/2022
... called GM Energy that will house EV related products and services for residential and commercial customers. GM Energy is comprised of the new Ultium Home and Ultium Commercial lines, which share branding with the signature battery platform, and including...
Ultium PowerUP Warranty - 02/28/2023
... The chargers are Electric Vehicle drive motor battery chargers designed to be installed in a customer’s home. The chargers are covered under the terms of a 3-year limited parts warranty from the date of purchase, valid only for the original purchaser,...
Hummer EV SUV - 02/28/2023
GM began production of the 2024 Hummer EV SUV in late January. It is anticipated that customers will begin to receive deliveries at the end of the first quarter. The SUV is based off of GM’s new Ultium EV platform.
Technical Assistance - 03/23/2023
... technician documentation. There are times when TAC advises a repair that doesn’t correct the customer’s concern and a second contact is made. This is when it is very important to understand why that repair was recommended. A warranty transaction...
Cadillac LYRIQ - 02/28/2023
... adequate charge ensures that the new vehicle is immediately ready for demonstration drives and/or customer delivery. ...
New Goodwill Tool - 03/23/2023
The new GM Protection EV Pre-Paid Maintenance Plan is a Goodwill Tool that is now available for EV customers that offers three plan levels and provides maintenance coverage for 36 months.
Emerging Issues - 01/24/2023
... icon in the lower left corner of the screen. Emerging Issues hopes to help consultants identify customer concerns that may not require a trip to the service bay. ...
Service Information - 01/04/2023
Rather than just using SI to search for relevant publications when the technician needs help in diagnosing a customer concern, GM recommends a more proactive approach by reviewing newly released PI’s, bulletins, and campaigns on a weekly basis....
Assembly Replacement - 01/24/2023
... to all US dealers for engine and transmission assembly replacement under warranty, policy, and customer enthusiasm....
Forum - 03/25/2019
Yes, just what I always goes by. Customer feels that the date he got his vehicle back would be start of the warranty period. Much appreciated for your help! Thank you
Forum - 04/02/2019
... get a straight answer as to what GM considered a 'top-off', but we set a limit at 1 gallon and customer is responsible for the rest. ...
Forum - 04/27/2019
... That dealership is not a GM dealership. They installed that transmission for the customer. That tranmission failed. The other dealership replaced with a new transmission. Pretty sure this was handled all wrong. The last...
Forum - 04/30/2019
... transaction should have been processed on another line. Management approval for the added line and customer approval for the repair should have been obtained....
Forum - 04/09/2019
... repair order or sales slip showing VIN, installation date, and mileage. Recommend having the customer provide as much documentation as possible. The paper trail should support the parts store purchase of the part from your dealership...
Forum - 04/09/2019
... the maintenance programs including the terms associated with the program, labor operation(s), and reimbursement. The card is found within the Resources tab of the Warranty Community. Select the Special Program Labor Operations card from the Warranty...
How to get paid for Dye testing? - 06/19/2019
... have Dye on the RO. Now, GM doesn't want Repair Orders left open to wait for this customer to come back, so do we just have to write off the dye on the current RO? ...
Forum - 06/20/2019
I've done the floor plan reimbursements before but it is usually more trouble than it is worth. I may do them on these with the update. Not sure about that other thing. Don't hold tickets open, this is an example as to why. There are instances in which...
Forum - 05/22/2019
Oh good heavens. Not sure what I was thinking. Both were customer pay. I was handed a check and was thinking I had to get reimbursed from GM when it's just US reimbursing them. It's been a long day. Thank you Kristen
Forum - 06/05/2019
We cover the labor internally and charge to advertising (65D) for 12 months. If the service advisor wants to cover labor for customer satisfaction after 12 months, he can obtain the service manager's approval.
Forum - 10/01/2019
... Service Agent net price and the actual cost, up to the trade price. If no trade price is listed, reimbursement will not exceed $100 (per job card) or 25% of the GM CCA Service Agent net price....
Dealer Loaner - 08/21/2019
... responisbility , unless you have been maintaing the vehicle , but if it is being used regularly by customers where does that fall?...
Forum - 07/11/2019
... labor operations/time for accessory warranty repair or replacement labor reimbursement). Refer also to the Accessory Information Center app for a list of GM's Integrated Business Partners (e.g. Fold-a-Cover, Kicker, etc), the IBP...
Forum - 07/16/2019
... not mentioning the 'in-channel' visors, as we have had several that have came off the vehicles and customers are really upset with that. I had literally spent over an hour trying to locate the info, getting sent in 5000 wrong directions... I wish the...
Recalibrating System - Warrranty Time? - 07/26/2019
Hi,Can anyone tell me if this is something that GM pays us for? Customer was getting a message stating that the cruise control was disengaged. We found codes (B1325 & B127E), recalibrated/reset system.
Forum - 02/27/2020
... of parts can be very useful from a diagnostic perspective, swapped parts must never remain on the customer's vehicle. If it is determined (from swapping parts) that a vehicle part is the source of the warranty concern, a new GM or GM approved replacement...
... called GM Energy that will house EV related products and services for residential and commercial customers. GM Energy is comprised of the new Ultium Home and Ultium Commercial lines, which share branding with the signature battery platform, and including...
Ultium PowerUP Warranty - 02/28/2023
... The chargers are Electric Vehicle drive motor battery chargers designed to be installed in a customer’s home. The chargers are covered under the terms of a 3-year limited parts warranty from the date of purchase, valid only for the original purchaser,...
Hummer EV SUV - 02/28/2023
GM began production of the 2024 Hummer EV SUV in late January. It is anticipated that customers will begin to receive deliveries at the end of the first quarter. The SUV is based off of GM’s new Ultium EV platform.
Technical Assistance - 03/23/2023
... technician documentation. There are times when TAC advises a repair that doesn’t correct the customer’s concern and a second contact is made. This is when it is very important to understand why that repair was recommended. A warranty transaction...
Cadillac LYRIQ - 02/28/2023
... adequate charge ensures that the new vehicle is immediately ready for demonstration drives and/or customer delivery. ...
New Goodwill Tool - 03/23/2023
The new GM Protection EV Pre-Paid Maintenance Plan is a Goodwill Tool that is now available for EV customers that offers three plan levels and provides maintenance coverage for 36 months.
Emerging Issues - 01/24/2023
... icon in the lower left corner of the screen. Emerging Issues hopes to help consultants identify customer concerns that may not require a trip to the service bay. ...
Service Information - 01/04/2023
Rather than just using SI to search for relevant publications when the technician needs help in diagnosing a customer concern, GM recommends a more proactive approach by reviewing newly released PI’s, bulletins, and campaigns on a weekly basis....
Assembly Replacement - 01/24/2023
... to all US dealers for engine and transmission assembly replacement under warranty, policy, and customer enthusiasm....
Forum - 03/25/2019
Yes, just what I always goes by. Customer feels that the date he got his vehicle back would be start of the warranty period. Much appreciated for your help! Thank you
Forum - 04/02/2019
... get a straight answer as to what GM considered a 'top-off', but we set a limit at 1 gallon and customer is responsible for the rest. ...
Forum - 04/27/2019
... That dealership is not a GM dealership. They installed that transmission for the customer. That tranmission failed. The other dealership replaced with a new transmission. Pretty sure this was handled all wrong. The last...
Forum - 04/30/2019
... transaction should have been processed on another line. Management approval for the added line and customer approval for the repair should have been obtained....
Forum - 04/09/2019
... repair order or sales slip showing VIN, installation date, and mileage. Recommend having the customer provide as much documentation as possible. The paper trail should support the parts store purchase of the part from your dealership...
Forum - 04/09/2019
... the maintenance programs including the terms associated with the program, labor operation(s), and reimbursement. The card is found within the Resources tab of the Warranty Community. Select the Special Program Labor Operations card from the Warranty...
How to get paid for Dye testing? - 06/19/2019
... have Dye on the RO. Now, GM doesn't want Repair Orders left open to wait for this customer to come back, so do we just have to write off the dye on the current RO? ...
Forum - 06/20/2019
I've done the floor plan reimbursements before but it is usually more trouble than it is worth. I may do them on these with the update. Not sure about that other thing. Don't hold tickets open, this is an example as to why. There are instances in which...
Forum - 05/22/2019
Oh good heavens. Not sure what I was thinking. Both were customer pay. I was handed a check and was thinking I had to get reimbursed from GM when it's just US reimbursing them. It's been a long day. Thank you Kristen
Forum - 06/05/2019
We cover the labor internally and charge to advertising (65D) for 12 months. If the service advisor wants to cover labor for customer satisfaction after 12 months, he can obtain the service manager's approval.
Forum - 10/01/2019
... Service Agent net price and the actual cost, up to the trade price. If no trade price is listed, reimbursement will not exceed $100 (per job card) or 25% of the GM CCA Service Agent net price....
Dealer Loaner - 08/21/2019
... responisbility , unless you have been maintaing the vehicle , but if it is being used regularly by customers where does that fall?...
Forum - 07/11/2019
... labor operations/time for accessory warranty repair or replacement labor reimbursement). Refer also to the Accessory Information Center app for a list of GM's Integrated Business Partners (e.g. Fold-a-Cover, Kicker, etc), the IBP...
Forum - 07/16/2019
... not mentioning the 'in-channel' visors, as we have had several that have came off the vehicles and customers are really upset with that. I had literally spent over an hour trying to locate the info, getting sent in 5000 wrong directions... I wish the...
Recalibrating System - Warrranty Time? - 07/26/2019
Hi,Can anyone tell me if this is something that GM pays us for? Customer was getting a message stating that the cruise control was disengaged. We found codes (B1325 & B127E), recalibrated/reset system.
Forum - 02/27/2020
... of parts can be very useful from a diagnostic perspective, swapped parts must never remain on the customer's vehicle. If it is determined (from swapping parts) that a vehicle part is the source of the warranty concern, a new GM or GM approved replacement...
ZSET-Parts installed by parts department - 03/20/2020
My question is alot of the time our customers purchase accessories (mainly floor liners) at parts counter and our parts employees install them. Do we still need to make an RO to complete the ZSET transaction or can we use a counter ticket to...
Forum - 02/20/2020
If it is GM Rewards Owner Loyalty, there is an App for that in Global where you enter the customer voucher number or email address and submit for redemption. This is paid through your GM statement, business office.
Forum - 03/12/2020
... CAC issued ones have information at the bottom of the letter on how to submit for reimbursement. The credit card vouchers, I have not been trained on and I'd rather not even know. I already have enough jobs!...
Forum - 03/12/2020
No, this is the MyRewards points that the customers redeem for service/parts vouchers. Once they come into dealer, we have to accept the voucher in the app on Global and give jobcard/parts invoice number and it pays on the statement
Forum - 01/17/2020
Thanks for the reply ewill3rd. I know we can't bill out parts on exchange units, I just wanted to make sure we can still claim the $45 admin allowance even with customer participation.
Uber and Lyft - 02/13/2020
So my SM has adopted a policy of calling Uber and Lyft to help customers and he wants me to figure out a way to get reimbursed.I don't see anything in the courtesy transportation guidelines that indicates we can or cannot.It just says something about...
Forum - 02/13/2020
Are you able to do this if the customer did the work himself ? but then found out there was a recall for that? he used a non gm part can we do anything for him
Repeat Repair Time and Mileage Limits - 02/05/2020
We had a claim that was in our shop previously, the customer drove the vehicle 6,000 miles more since the last time it was here 3 months back but it rejected with Error R for repeat repeair . From what information I can find the time...
Forum - 12/20/2019
Customer must submit receipts for repair, in their name, and have proof of ownership at time of repair. We get a copy of the owners drivers license too, to verify identity. If they purchased thru us, and have a current state registration, that serves ...
Forum - 01/22/2020
... They can let you know ahead of submission, if they would be willing to help. If you advised the customer of the proper way of handling it, moving forward, let WS know that as well. The dealer limit, is only what does not have to be reviewed. ...
Forum - 01/17/2020
... adm. time. Make sure the parts Dept. is ordering the exchange units as out of warranty/policy not customer pay. I'm sure you knew all of this though....
Forum - 01/21/2020
... Maintenance Program Reference Sheet. In these situations we typically would follow the current reimbursement for the corresponding service (e.g. diesel service). What amount are you submitting to receive the excessive net error?...
PET and Diagnostic Time - 11/09/2019
Hi,In the October newsletter is this statement: "Customers must agree to a diagnosis charge to determine the exact cause of failure before the PET can be ran." Is that stated in policy somewhere? I've got several policy claims that I...
Over the counter defective part return without replacement - 10/10/2019
... about getting the defective over the counter part warrantied if no replacement is supplied to the customer so no part would be billed out on the warranty job card? ...
Forum - 10/16/2019
... policy to be reimbursed. It will give you an op code to use for the reimbusement. Write the customer the check for the paid amount and keep a copy of the check with the job card. When running the job card it will usually allow you a 20.00 ...
Forum - 11/19/2018
Is there any more information you can provide? Like was the vehicle in shop for that whole time, or did at any point the customer take the vehicle and leave while waiting on a part or anything?
Forum - 11/20/2018
Best practice: obtain and document as much information as possible from the customer - although in some cases, it may be quite limited. No authorization, just keep in mind that there is a $500 standard dealer empowerment limit for ZPTC/ZPTI transacti...
Forum - 11/02/2018
There is not an administrative allowance reimbursement associated with regular battery replacements. Lithium Ion Drive batteries and battery sections that are exchanged through an authorized Battery Service Center are eligible for a $20 administrative...
Forum - 11/15/2018
No add on authorization is required for a customer pay type repair. Authorization is required with warranty pay types only. Job card documentation must support the scenario.
Forum - 10/17/2018
A good advisor should have an idea of whether or not a repair is warranty based on the customer complaint. I don't think there is a hard and fast rule but I have worked places where you write everything up as warranty (under 3/36) then if it isn't covered...
Forum - 12/21/2018
... ESC to correct that mistake as well. To prevent this from further happening when a change from customer pay to warranty is going to happen not only should the service manager be notified but the parts department should be as well....
Loose Bolts on Truck Bed - 11/29/2018
HiWe had a customer come in with the complaint of a loud noise when going over bumps. After inspecting the vehicle the tech found that some of the bed bolts were loose and retorqued them. I know there is not a labor op for that so was going to use the...
Forum - 12/10/2018
Well, it is on wiper blades. The customer said they just replaced them, but the original Repair Order was on 7/24/2018 and there's already been at least 2,500 miles added. To me, that sounds more like a maintenance item than parts warranty. Especially...
Forum - 02/11/2019
We deal with many trucks from the coal mines. We usually give customer option to take it to a car wash, or pay for the removal (at a discounted rate)
Forum - 02/11/2019
We have had to 'gently' remind these customers, that keeping the undercarriage clean of corrosive mud can affect coverages. We once had to deny coverage on transfer case, due to finding coal mud IN the case. He paid to have transfer case replaced and...
My question is alot of the time our customers purchase accessories (mainly floor liners) at parts counter and our parts employees install them. Do we still need to make an RO to complete the ZSET transaction or can we use a counter ticket to...
Forum - 02/20/2020
If it is GM Rewards Owner Loyalty, there is an App for that in Global where you enter the customer voucher number or email address and submit for redemption. This is paid through your GM statement, business office.
Forum - 03/12/2020
... CAC issued ones have information at the bottom of the letter on how to submit for reimbursement. The credit card vouchers, I have not been trained on and I'd rather not even know. I already have enough jobs!...
Forum - 03/12/2020
No, this is the MyRewards points that the customers redeem for service/parts vouchers. Once they come into dealer, we have to accept the voucher in the app on Global and give jobcard/parts invoice number and it pays on the statement
Forum - 01/17/2020
Thanks for the reply ewill3rd. I know we can't bill out parts on exchange units, I just wanted to make sure we can still claim the $45 admin allowance even with customer participation.
Uber and Lyft - 02/13/2020
So my SM has adopted a policy of calling Uber and Lyft to help customers and he wants me to figure out a way to get reimbursed.I don't see anything in the courtesy transportation guidelines that indicates we can or cannot.It just says something about...
Forum - 02/13/2020
Are you able to do this if the customer did the work himself ? but then found out there was a recall for that? he used a non gm part can we do anything for him
Repeat Repair Time and Mileage Limits - 02/05/2020
We had a claim that was in our shop previously, the customer drove the vehicle 6,000 miles more since the last time it was here 3 months back but it rejected with Error R for repeat repeair . From what information I can find the time...
Forum - 12/20/2019
Customer must submit receipts for repair, in their name, and have proof of ownership at time of repair. We get a copy of the owners drivers license too, to verify identity. If they purchased thru us, and have a current state registration, that serves ...
Forum - 01/22/2020
... They can let you know ahead of submission, if they would be willing to help. If you advised the customer of the proper way of handling it, moving forward, let WS know that as well. The dealer limit, is only what does not have to be reviewed. ...
Forum - 01/17/2020
... adm. time. Make sure the parts Dept. is ordering the exchange units as out of warranty/policy not customer pay. I'm sure you knew all of this though....
Forum - 01/21/2020
... Maintenance Program Reference Sheet. In these situations we typically would follow the current reimbursement for the corresponding service (e.g. diesel service). What amount are you submitting to receive the excessive net error?...
PET and Diagnostic Time - 11/09/2019
Hi,In the October newsletter is this statement: "Customers must agree to a diagnosis charge to determine the exact cause of failure before the PET can be ran." Is that stated in policy somewhere? I've got several policy claims that I...
Over the counter defective part return without replacement - 10/10/2019
... about getting the defective over the counter part warrantied if no replacement is supplied to the customer so no part would be billed out on the warranty job card? ...
Forum - 10/16/2019
... policy to be reimbursed. It will give you an op code to use for the reimbusement. Write the customer the check for the paid amount and keep a copy of the check with the job card. When running the job card it will usually allow you a 20.00 ...
Forum - 11/19/2018
Is there any more information you can provide? Like was the vehicle in shop for that whole time, or did at any point the customer take the vehicle and leave while waiting on a part or anything?
Forum - 11/20/2018
Best practice: obtain and document as much information as possible from the customer - although in some cases, it may be quite limited. No authorization, just keep in mind that there is a $500 standard dealer empowerment limit for ZPTC/ZPTI transacti...
Forum - 11/02/2018
There is not an administrative allowance reimbursement associated with regular battery replacements. Lithium Ion Drive batteries and battery sections that are exchanged through an authorized Battery Service Center are eligible for a $20 administrative...
Forum - 11/15/2018
No add on authorization is required for a customer pay type repair. Authorization is required with warranty pay types only. Job card documentation must support the scenario.
Forum - 10/17/2018
A good advisor should have an idea of whether or not a repair is warranty based on the customer complaint. I don't think there is a hard and fast rule but I have worked places where you write everything up as warranty (under 3/36) then if it isn't covered...
Forum - 12/21/2018
... ESC to correct that mistake as well. To prevent this from further happening when a change from customer pay to warranty is going to happen not only should the service manager be notified but the parts department should be as well....
Loose Bolts on Truck Bed - 11/29/2018
HiWe had a customer come in with the complaint of a loud noise when going over bumps. After inspecting the vehicle the tech found that some of the bed bolts were loose and retorqued them. I know there is not a labor op for that so was going to use the...
Forum - 12/10/2018
Well, it is on wiper blades. The customer said they just replaced them, but the original Repair Order was on 7/24/2018 and there's already been at least 2,500 miles added. To me, that sounds more like a maintenance item than parts warranty. Especially...
Forum - 02/11/2019
We deal with many trucks from the coal mines. We usually give customer option to take it to a car wash, or pay for the removal (at a discounted rate)
Forum - 02/11/2019
We have had to 'gently' remind these customers, that keeping the undercarriage clean of corrosive mud can affect coverages. We once had to deny coverage on transfer case, due to finding coal mud IN the case. He paid to have transfer case replaced and...
Forum - 03/15/2019
The service is intended to provide shuttle of the customer from/to the service agent in the service agent operated shuttle service. With that being said, I would only claim those shuttles that are performed by your store's shuttle vehicle.
Courtesy Transportation and OnTrac Job Card Documentation - 02/27/2019
... I don't have access to our OnTrac so I'm not completely sure what our options are. Does the customer's signature have to be on the one attached to the job card?...
Rental & Part documentation - 02/27/2019
HiWe have a couple of vehicles where the customers were put in a rental due to having to order parts and it took some time to get the parts. What documentation are you attaching to the claim for back up? Is the parts department providing you with some...
Forum - 03/05/2019
... the rentals. I would let them know you need access. I make a copy of the Dealer Copy, with customers signature and hand write the "in" info. I print the in and attach it just for record keeping. I think we are all experimenting with the best way to incorporate...
Forum - 02/15/2019
... have to quit requesting OLH on there and let the service advisor know so that they can contact the customer....
Forum - 01/29/2019
Hello HIGHPLAINS! Thanks for posting the solution to your issue! We too have found that Complaint Code 0090 is the only valid code when submitting for the labor reimbursement for an Associated Accessory transaction.
Forum - 01/11/2019
Add-on's, no customer signatures, change of payment responsibility, are some examples of common missing authorizations. All of these have to be authorized as it takes place, not after first submission, like repeat repairs and excessive parts
Forum - 08/21/2018
... and new invoice. The original job card however, should not have been left open since the customer took the vehicle with them. If the vehicle is gone the job card should have been closed....
Forum - 10/12/2018
Any idea why they couldn't program it? If your service department was able to program it, it sounds as if the part was not the problem, but the repair facility was not doing it correctly. This sounds like customer pay to me.
Forum - 10/04/2018
Refer to P&P Article 3.2.2 for detail on the job card header information: Job Card Write-Up and Final Closeout All customer and vehicle information is to be completed accurately at the time of job card write-up and must include the following:•...
How to get paid for dye testing? - 09/27/2018
... of an oil leak. Tech couldn't visably see a leak, cleaned oil from the engine. Added dye. Customer drove vehicle and came back and no oil or dye is seen. Total time into the job was about an hour. How do we get paid for our time and the dye...
Relearn Steering Angle Sensor - 07/27/2018
Hi allJust wondering what others are using to claim this repair? There were no parts replaced. Just a customer complaint of stabilitrac light on and a code for the steering position sensor. Tech stated he relearned the steering angle sensor.Thanks, C...
Performance Software Upgrade? - 09/11/2018
A customer ordered a Chevy Performance Software package, they paid for the part and then there's a labor op to cover the labor under warranty. There is no information about how much time they pay or if it's a ZREG or what exactly. Has anyone...
Forum - 07/17/2018
... are running smoothly. As long as its not a requirement, I won't feel too upset if I did miss customer pay add-on lines. But we still try to do them all to form good habits :) ...
Forum - 07/09/2018
I have DealerTrack as well. Same answer I have received about attachments. I have to attach after downloading to Global. Typical DealerTrack. All in all I like it but the customer service sucks.
PARTS ORDERED PRIOR TO WARRANTY EXPIRATION BUT REPAIR NOT DONE UNTIL AFTER EXPIRATION - 06/19/2018
What is the best way to submit a claim where you ordered parts prior to warranty expiration, then the part comes in and customer comes in for repair but the warranty has now expired? My DMA answered me back and said: Run calculator, send me...
Missing: SPS Claim Code for Submission - 06/25/2018
... within the GM website. Is it possible to help him locate this code so we don't have to bring the customer back to repogram the frontal airbag again just for the sake of getting this five digit code? Thank you in advance! ...
Forum - 03/30/2018
Usually a Policy Approval would get rid of that error. Plus, you would do the PET calculator since it would now be considered policy and get DMA approval to waive the customer participation amount.
Forum - 03/30/2018
... to retention and recruitment of a new generation of technicians to our industry. There are also customer benefits with improvement in “fix it right the first time” that can improve your customer satisfaction and retention, which will drive...
Added operation lines on a PDI (Prep)? - 04/26/2018
... driving the new vehicle, there was an issue with the brake pedal. Obviously, there is no customer to get approval from...and it's a dealer owned vehicle so we don't need approval, we're obviously going to do the work. Any thoughts?...
I THINK I ALREADY KNOW THE ANSWER, JUST WANT TO VERIFY - 05/07/2018
MY QUESTION IS THIS, CAN YOU CLAIM OLH FOR LOOKING UP A BULLETIN THAT COVERS THE CUSTOMERS CONCERN? I THINK I KNOW THE ANSWER, IT WOULD MAKE SENSE TO ME THAT THE ANSWER IS NO, BUT I JUST WANT TO VERIFY. I HAVE A TECH ASKING FOR OLH AND THE EXPLANATION...
Forum - 05/25/2018
... are the vehicles in your rental fleet at your dealership. Meaning, come that date, say you put a customer in a 2016 rental unit, GM will not pay because it is not current or 1 year prior model year. Hope this helps some!...
SUNROOF/SUNSHADE REINITIALIZE - 05/25/2018
HiI have a claim where the customer complained about the sunroof not closing all the way. The tech said that he performed a sunroof/sunshade initialization/teach procedure. Does anyone know how to code this? I've looked for bulletins but only found...
Outward dents in truck bed wheel well area - 06/07/2018
We have had a couple of Silverado's brought in with the customer complaint of "outward dents" above the rear wheel wells. Upon inspection, we are finding rocks/gravel wedged against the outter pick up bed panel. My body tech thought there was a bulletin...
BATTERY REPLACEMENT OUT OF 3/36 - LABOR - 05/11/2018
Looking for clarification... I have a claim my advisor put thru as warranty/part warranty. The customer replaced battery 04/19/18 66843 miles - now is back 05/10/18 failed GR8 test.... My parts dept delt with AC Delco for the battery, but what is the...
The service is intended to provide shuttle of the customer from/to the service agent in the service agent operated shuttle service. With that being said, I would only claim those shuttles that are performed by your store's shuttle vehicle.
Courtesy Transportation and OnTrac Job Card Documentation - 02/27/2019
... I don't have access to our OnTrac so I'm not completely sure what our options are. Does the customer's signature have to be on the one attached to the job card?...
Rental & Part documentation - 02/27/2019
HiWe have a couple of vehicles where the customers were put in a rental due to having to order parts and it took some time to get the parts. What documentation are you attaching to the claim for back up? Is the parts department providing you with some...
Forum - 03/05/2019
... the rentals. I would let them know you need access. I make a copy of the Dealer Copy, with customers signature and hand write the "in" info. I print the in and attach it just for record keeping. I think we are all experimenting with the best way to incorporate...
Forum - 02/15/2019
... have to quit requesting OLH on there and let the service advisor know so that they can contact the customer....
Forum - 01/29/2019
Hello HIGHPLAINS! Thanks for posting the solution to your issue! We too have found that Complaint Code 0090 is the only valid code when submitting for the labor reimbursement for an Associated Accessory transaction.
Forum - 01/11/2019
Add-on's, no customer signatures, change of payment responsibility, are some examples of common missing authorizations. All of these have to be authorized as it takes place, not after first submission, like repeat repairs and excessive parts
Forum - 08/21/2018
... and new invoice. The original job card however, should not have been left open since the customer took the vehicle with them. If the vehicle is gone the job card should have been closed....
Forum - 10/12/2018
Any idea why they couldn't program it? If your service department was able to program it, it sounds as if the part was not the problem, but the repair facility was not doing it correctly. This sounds like customer pay to me.
Forum - 10/04/2018
Refer to P&P Article 3.2.2 for detail on the job card header information: Job Card Write-Up and Final Closeout All customer and vehicle information is to be completed accurately at the time of job card write-up and must include the following:•...
How to get paid for dye testing? - 09/27/2018
... of an oil leak. Tech couldn't visably see a leak, cleaned oil from the engine. Added dye. Customer drove vehicle and came back and no oil or dye is seen. Total time into the job was about an hour. How do we get paid for our time and the dye...
Relearn Steering Angle Sensor - 07/27/2018
Hi allJust wondering what others are using to claim this repair? There were no parts replaced. Just a customer complaint of stabilitrac light on and a code for the steering position sensor. Tech stated he relearned the steering angle sensor.Thanks, C...
Performance Software Upgrade? - 09/11/2018
A customer ordered a Chevy Performance Software package, they paid for the part and then there's a labor op to cover the labor under warranty. There is no information about how much time they pay or if it's a ZREG or what exactly. Has anyone...
Forum - 07/17/2018
... are running smoothly. As long as its not a requirement, I won't feel too upset if I did miss customer pay add-on lines. But we still try to do them all to form good habits :) ...
Forum - 07/09/2018
I have DealerTrack as well. Same answer I have received about attachments. I have to attach after downloading to Global. Typical DealerTrack. All in all I like it but the customer service sucks.
PARTS ORDERED PRIOR TO WARRANTY EXPIRATION BUT REPAIR NOT DONE UNTIL AFTER EXPIRATION - 06/19/2018
What is the best way to submit a claim where you ordered parts prior to warranty expiration, then the part comes in and customer comes in for repair but the warranty has now expired? My DMA answered me back and said: Run calculator, send me...
Missing: SPS Claim Code for Submission - 06/25/2018
... within the GM website. Is it possible to help him locate this code so we don't have to bring the customer back to repogram the frontal airbag again just for the sake of getting this five digit code? Thank you in advance! ...
Forum - 03/30/2018
Usually a Policy Approval would get rid of that error. Plus, you would do the PET calculator since it would now be considered policy and get DMA approval to waive the customer participation amount.
Forum - 03/30/2018
... to retention and recruitment of a new generation of technicians to our industry. There are also customer benefits with improvement in “fix it right the first time” that can improve your customer satisfaction and retention, which will drive...
Added operation lines on a PDI (Prep)? - 04/26/2018
... driving the new vehicle, there was an issue with the brake pedal. Obviously, there is no customer to get approval from...and it's a dealer owned vehicle so we don't need approval, we're obviously going to do the work. Any thoughts?...
I THINK I ALREADY KNOW THE ANSWER, JUST WANT TO VERIFY - 05/07/2018
MY QUESTION IS THIS, CAN YOU CLAIM OLH FOR LOOKING UP A BULLETIN THAT COVERS THE CUSTOMERS CONCERN? I THINK I KNOW THE ANSWER, IT WOULD MAKE SENSE TO ME THAT THE ANSWER IS NO, BUT I JUST WANT TO VERIFY. I HAVE A TECH ASKING FOR OLH AND THE EXPLANATION...
Forum - 05/25/2018
... are the vehicles in your rental fleet at your dealership. Meaning, come that date, say you put a customer in a 2016 rental unit, GM will not pay because it is not current or 1 year prior model year. Hope this helps some!...
SUNROOF/SUNSHADE REINITIALIZE - 05/25/2018
HiI have a claim where the customer complained about the sunroof not closing all the way. The tech said that he performed a sunroof/sunshade initialization/teach procedure. Does anyone know how to code this? I've looked for bulletins but only found...
Outward dents in truck bed wheel well area - 06/07/2018
We have had a couple of Silverado's brought in with the customer complaint of "outward dents" above the rear wheel wells. Upon inspection, we are finding rocks/gravel wedged against the outter pick up bed panel. My body tech thought there was a bulletin...
BATTERY REPLACEMENT OUT OF 3/36 - LABOR - 05/11/2018
Looking for clarification... I have a claim my advisor put thru as warranty/part warranty. The customer replaced battery 04/19/18 66843 miles - now is back 05/10/18 failed GR8 test.... My parts dept delt with AC Delco for the battery, but what is the...
Original Documents - 05/18/2018
The January 2018 issue of Warranty News states: "Authorizations, time documentation, customer signatures, etc are to be documented on the original job card document, not a reprinted copy. Reprinted copies are typcally indicated as such with...
Courtesy Transportation - 05/24/2018
... 2017-2019 model year vehicles will be eligible for rental. How can gm change the policy if our customer still have remaining powertrain warranty. How are we suppose to explain this to them....
Not Warrantable - 05/15/2018
... gave to me on a 2015 Chevrolet Cruze LT. The Complaint/Cause/Correction are as follows:Concern - Customer states the A/C is inoperable please check and adviseCause - Upon performing A/C inspection found the system was .8 lbs low on freeon which caused...
Forum - 05/17/2018
Yep, that would be AC Delco warranty and labor is on the customer or the dealer can choose to absorb the cost. We charge them the advertised price for whatever the current battery program is.
Work completed repair order flow process - 07/26/2021
... tech is finished it is turned into the service advisor to book the ticket and then hold until the customer picks up. This includes booking of the warranty and after the vehicle is gone then I get the whole shabang to review and if any changes need...
Forum - 08/19/2021
... things easier to find. Do you have any other ideas on where we might find information on customers vehicles that come in?...
Courtesy Transportation - 07/19/2021
We had to put a warranty customer in a Non-GM Vehicle through Enterprise. Per Bulletin # 07-00-89-037Q, in the section - Other Related Policies states Non-GM rentals should only be provided as last resort. My question is should Service Manager sign, explain...
Forum - 06/23/2021
Thanks 3MELISSAA for the response! Yes, the claim would be submitted with two lines, one line for the ball joint and the second line for the tire. A Tire Pre-Authorization must be obtained and the customer charged the appropriate pro-rate.
Forum - 06/23/2021
Although the tire is consequential damage to the lower control arm failure, the tire must be claimed on a seperate line. You must obtain a tire pre-authorization and charge the customer the appropriate pro-rate on the tire.
Early bird envelopes - 05/24/2021
Last week during some down time I was either on here or in P&P and maybe I was dreaming .... who knows...Did I read somewhere that the envelope doesnt have to be fully filled out? IE vin, phone # etc by the customer?But the concerns do...
2020 Vette with engine LT2 1st oil change, - 06/01/2021
Customer comes in and has their oil change, the transfilter is replaced. $205 or $275?shows $275 in SI using doc id 5532254, but using Warranty Admin Resource Center under the Dealer Program Guides "Included Maintenance programs" for the model ...
Claim submission order - 04/07/2021
I have a warranty repair order that my service manager is reviewing for a few reasons. In the meanwhile, the customer came in again for a special ordered part. Does it matter what order I submit them in? Can I submit the newer repair order...
Field Product Report - 04/23/2021
Good Afternoon, Any helpful information for: Customer does not want to receive any more recall notifications. I tried the Field Product Report. Please advise. Thank you
Forum - 09/23/2021
I would say they are not covered unless the technician can find a mechanical failure with the brake system. Otherwise it would be a malfunction caused by the customer's driving habits.
Forum - 08/20/2021
... as a GMS discount vehicle 100 miles ago. It should have had its oil changed before the customer even got the vehicle. Sales department strikes again. ...
ZPTI still under warranty - 10/11/2021
... type. Repair covered under vehicle warranty. Belt tension was previously replaced under customer pay so I was trying to submit as a ZPTI but the system is stating this vehicle is still under powertrain warranty for this repair. How should I submit t...
Forum - 10/13/2021
... it as a regular warranty claim. This begs the question as to why the advisor chose to sell a customer a repair that was in warranty on a previous visit. This should be an R authorization on a repair previously performed due to a parts failure....
Add on - 10/13/2021
If customer called back notice another spot in the driveway to see where leak is coming from . Service Writer documents Concern, date and time on front hard copy. Does Service Manager needs to Sign, explain, Date and Time before work begins on the front...
Forum - 09/29/2021
From what I recall, you are able to ask for the address during write-up. However, if a customer declines to give out their personal information, then we must let it slide due to privacy laws.
Forum - 09/16/2021
I have not heard that. I do know that on WPC Part Return documentation, we are to black-out customer info (name, address, phone and email) for security reasons
Forum - 09/16/2021
I do black out that information as well, but I think he misunderstood. I can't imagine not securing an address from a customer. Thank you
Forum - 11/03/2021
Just how I would handle it.. I would make a customer pay-type ticket ($0/0 time cost) to remove and note tech. Then when parts available, the vehicle can be given to that tech to replace jack. That is how we treat instances where warranty parts have to...
Forum - 10/20/2021
A shuttle log is not a policy requirement. The shuttle must be documented on the customer signed copy of the job card. Check out our Shuttle Stamp as an easy way to document a one or two way shuttle. Click the following link to view the stamp on the jlwarranty...
Forum - 10/30/2020
Send the job card back to service so they can call the customer and reschedule to complete the campaign properly. The claim cannot be submitted falsely stating that the campaign was completed.
Bulletin Repairs - 09/14/2020
Situation: A customer comes into a GM certified body shop complaining of a water leak in the rear interior of the cab of their 2019 Silverado. The vehicle is out of basic warranty. It is determined the remedy is covered under service...
The January 2018 issue of Warranty News states: "Authorizations, time documentation, customer signatures, etc are to be documented on the original job card document, not a reprinted copy. Reprinted copies are typcally indicated as such with...
Courtesy Transportation - 05/24/2018
... 2017-2019 model year vehicles will be eligible for rental. How can gm change the policy if our customer still have remaining powertrain warranty. How are we suppose to explain this to them....
Not Warrantable - 05/15/2018
... gave to me on a 2015 Chevrolet Cruze LT. The Complaint/Cause/Correction are as follows:Concern - Customer states the A/C is inoperable please check and adviseCause - Upon performing A/C inspection found the system was .8 lbs low on freeon which caused...
Forum - 05/17/2018
Yep, that would be AC Delco warranty and labor is on the customer or the dealer can choose to absorb the cost. We charge them the advertised price for whatever the current battery program is.
Work completed repair order flow process - 07/26/2021
... tech is finished it is turned into the service advisor to book the ticket and then hold until the customer picks up. This includes booking of the warranty and after the vehicle is gone then I get the whole shabang to review and if any changes need...
Forum - 08/19/2021
... things easier to find. Do you have any other ideas on where we might find information on customers vehicles that come in?...
Courtesy Transportation - 07/19/2021
We had to put a warranty customer in a Non-GM Vehicle through Enterprise. Per Bulletin # 07-00-89-037Q, in the section - Other Related Policies states Non-GM rentals should only be provided as last resort. My question is should Service Manager sign, explain...
Forum - 06/23/2021
Thanks 3MELISSAA for the response! Yes, the claim would be submitted with two lines, one line for the ball joint and the second line for the tire. A Tire Pre-Authorization must be obtained and the customer charged the appropriate pro-rate.
Forum - 06/23/2021
Although the tire is consequential damage to the lower control arm failure, the tire must be claimed on a seperate line. You must obtain a tire pre-authorization and charge the customer the appropriate pro-rate on the tire.
Early bird envelopes - 05/24/2021
Last week during some down time I was either on here or in P&P and maybe I was dreaming .... who knows...Did I read somewhere that the envelope doesnt have to be fully filled out? IE vin, phone # etc by the customer?But the concerns do...
2020 Vette with engine LT2 1st oil change, - 06/01/2021
Customer comes in and has their oil change, the transfilter is replaced. $205 or $275?shows $275 in SI using doc id 5532254, but using Warranty Admin Resource Center under the Dealer Program Guides "Included Maintenance programs" for the model ...
Claim submission order - 04/07/2021
I have a warranty repair order that my service manager is reviewing for a few reasons. In the meanwhile, the customer came in again for a special ordered part. Does it matter what order I submit them in? Can I submit the newer repair order...
Field Product Report - 04/23/2021
Good Afternoon, Any helpful information for: Customer does not want to receive any more recall notifications. I tried the Field Product Report. Please advise. Thank you
Forum - 09/23/2021
I would say they are not covered unless the technician can find a mechanical failure with the brake system. Otherwise it would be a malfunction caused by the customer's driving habits.
Forum - 08/20/2021
... as a GMS discount vehicle 100 miles ago. It should have had its oil changed before the customer even got the vehicle. Sales department strikes again. ...
ZPTI still under warranty - 10/11/2021
... type. Repair covered under vehicle warranty. Belt tension was previously replaced under customer pay so I was trying to submit as a ZPTI but the system is stating this vehicle is still under powertrain warranty for this repair. How should I submit t...
Forum - 10/13/2021
... it as a regular warranty claim. This begs the question as to why the advisor chose to sell a customer a repair that was in warranty on a previous visit. This should be an R authorization on a repair previously performed due to a parts failure....
Add on - 10/13/2021
If customer called back notice another spot in the driveway to see where leak is coming from . Service Writer documents Concern, date and time on front hard copy. Does Service Manager needs to Sign, explain, Date and Time before work begins on the front...
Forum - 09/29/2021
From what I recall, you are able to ask for the address during write-up. However, if a customer declines to give out their personal information, then we must let it slide due to privacy laws.
Forum - 09/16/2021
I have not heard that. I do know that on WPC Part Return documentation, we are to black-out customer info (name, address, phone and email) for security reasons
Forum - 09/16/2021
I do black out that information as well, but I think he misunderstood. I can't imagine not securing an address from a customer. Thank you
Forum - 11/03/2021
Just how I would handle it.. I would make a customer pay-type ticket ($0/0 time cost) to remove and note tech. Then when parts available, the vehicle can be given to that tech to replace jack. That is how we treat instances where warranty parts have to...
Forum - 10/20/2021
A shuttle log is not a policy requirement. The shuttle must be documented on the customer signed copy of the job card. Check out our Shuttle Stamp as an easy way to document a one or two way shuttle. Click the following link to view the stamp on the jlwarranty...
Forum - 10/30/2020
Send the job card back to service so they can call the customer and reschedule to complete the campaign properly. The claim cannot be submitted falsely stating that the campaign was completed.
Bulletin Repairs - 09/14/2020
Situation: A customer comes into a GM certified body shop complaining of a water leak in the rear interior of the cab of their 2019 Silverado. The vehicle is out of basic warranty. It is determined the remedy is covered under service...
Forum - 09/23/2020
... kit for each side and two lops. You would need to add a line for the other side. It doesn't need customer approval because he complained about both on the original write up and the SM woulld not need to approve add line because it is a extension of the...
Forum - 09/23/2020
... will have to write that part off. The only problem at this point with updating the PET is that the customer has already paid there amount and left. So the dealership will have to pay for any portion of that remaining part that warranty does not pay....
Forum - 12/29/2020
The mid engine vette requires a special service that includes the transmission filter replacement. I started a topic on this a while ago but the reimbursement at that time was $205.
CCND-LOP - 01/05/2021
We have a vehicle where the customer complaint was display shows rear door open after opening and closing. Verified concern and tech verified that there was no problem just possibly that it was due to the latches not being conventional latches as there...
One concern but separate cause of failures. - 01/06/2021
So I have a really blonde question. Customer comes in for check engine light, tech found two separate causes. Add line is not a true add line and management not required to approve. When submitting the "add line" box still needs...
Forum - 01/29/2021
... etc, by doing so it is reporting that the vehicle has not left the shop, when actually the customer is in possession of their vehicle. This may create a misrepresentation of days out of service in the event of a buyback situation. ...
Buyback - claim processing - 02/19/2021
We had a vehicle that GM contacted us to have the customer bring in for a repurchase. My service manager informed me that we should receive $100 for participating in this. In all of the paperwork we received, I didn't see anything about this. And...
transmission warranty - 01/21/2021
If a customer brings in a receipt from a dealership for the purchase of a new transmission by an independent repair facility and then a hand written receipt for a tranmission installation with out any serial numbers or other identifying information; how...
Forum - 04/01/2020
The 3 C's need more notation. It's missing the old & new serial numbers. DMA has to approve assembly replacements, that are for customer satisfaction, with a strong business case. We just had a transmission, with the same situation
Forum - 04/02/2020
My claims have slowed down, as has our customer sales. To pass my free time, I am assisting the housekeeping staff in keeping our facility sanitzed.
Forum - 04/06/2020
... live in a coal mining area and most of the mines are shutting down until this passes. A lot of our customer pay are from these big companies. I am thankful that i have a job but i would be lying if i didn't admit that i'm very stressed and am glad t...
Forum - 05/14/2020
I could be wrong, but i believe I was told that if we (the dealer) messes that up, you would reimburse the total to customer and submit claim as though you done it and write-off whatever the difference is. I had to do one, years ago, so i could have ...
Forum - 05/15/2020
... transaction on the 2nd line. It wouldn't hurt to attach a copy of the original job card when the customer was first charged for the repairs....
Forum - 05/29/2020
Recalculate repair using PET. Submit to DMA if customer participation differs. If DMA approves, Service manager must authorize for excessive parts then should be resubmitted with P authorization.
Forum - 07/31/2020
... 'top-off', and nobody would define the 'top-off' limit. We finally had to set limitations with the customers and explain that it was part of their obligation in the maintenance of their vehicle, to not let it run that low. CPO-MP we end up shopping the...
Forum - 09/03/2020
We have the customer sign the created repair order when dropping off, giving us permation to work on, and then also the accounting copy when picking up the vehicle after we've gone over the work and inspection performed. This way we...
One part, twp labor ops - 07/29/2020
I have a customer concern of both running boards are not going out at all, at times. When they do, they are progressively slower and clunk. After diagnosis, both extension kits were needed to be replaced due to the pivots being frozen. So, I have one...
OTA - 05/26/2022
... one. Thinking he should have used the computer but did it just with the radio buttons. I guess the customer couldn't get it to work when he tried to do it....
Recall 14116 Steering Angle Sensor - 01/13/2022
... did not document the serial # of the new sensor. Is there any other way besides having the customer come back in and have it all taken apart again to get the #. Since the repair was done is there any other way to close it out even if we don't get...
Forum - 01/13/2022
if you are a customer and spend hundreds of $$ for a CPO policy you should know whether or not you are entitled to courtesy transportation,,,,this is not subject to a service managers whim,,,it should be in black and white,,,just like the Courtesy...
Forum - 01/10/2022
Looking under "new vehicle" in service information today reveals a new pricing chart for the CPO reimbursement rates and operation codes. I don't like it as much as the other chart I have but I am using it as a foundation to update everyone. Yay! &nb...
Forum - 12/13/2021
... of labor and materials, per LTG. I make sure they know what all needs to be on the bill, such as Customer name, Vin and detail of work performed. ...
Forum - 01/14/2022
... We had same issue a few years ago and never got to claim, because we didnt have serial number. Customer didnt give us updated contact info and we never could get ahold of them to return. Maybe he will bring it back when he gets a few more notices......
Forum - 01/18/2022
When did it change back to a must have of the customer's name on the sublet bill? I knew it must have the vin, date, detailed description of repair.
Forum - 01/25/2022
I think the issue is that it is part of SBD. Step 1 is to verify the customer's concern. The technician only need comment that they verified it or didn't. They are likely stating that because it is how the techs are trained to approach their diagnosis...
... kit for each side and two lops. You would need to add a line for the other side. It doesn't need customer approval because he complained about both on the original write up and the SM woulld not need to approve add line because it is a extension of the...
Forum - 09/23/2020
... will have to write that part off. The only problem at this point with updating the PET is that the customer has already paid there amount and left. So the dealership will have to pay for any portion of that remaining part that warranty does not pay....
Forum - 12/29/2020
The mid engine vette requires a special service that includes the transmission filter replacement. I started a topic on this a while ago but the reimbursement at that time was $205.
CCND-LOP - 01/05/2021
We have a vehicle where the customer complaint was display shows rear door open after opening and closing. Verified concern and tech verified that there was no problem just possibly that it was due to the latches not being conventional latches as there...
One concern but separate cause of failures. - 01/06/2021
So I have a really blonde question. Customer comes in for check engine light, tech found two separate causes. Add line is not a true add line and management not required to approve. When submitting the "add line" box still needs...
Forum - 01/29/2021
... etc, by doing so it is reporting that the vehicle has not left the shop, when actually the customer is in possession of their vehicle. This may create a misrepresentation of days out of service in the event of a buyback situation. ...
Buyback - claim processing - 02/19/2021
We had a vehicle that GM contacted us to have the customer bring in for a repurchase. My service manager informed me that we should receive $100 for participating in this. In all of the paperwork we received, I didn't see anything about this. And...
transmission warranty - 01/21/2021
If a customer brings in a receipt from a dealership for the purchase of a new transmission by an independent repair facility and then a hand written receipt for a tranmission installation with out any serial numbers or other identifying information; how...
Forum - 04/01/2020
The 3 C's need more notation. It's missing the old & new serial numbers. DMA has to approve assembly replacements, that are for customer satisfaction, with a strong business case. We just had a transmission, with the same situation
Forum - 04/02/2020
My claims have slowed down, as has our customer sales. To pass my free time, I am assisting the housekeeping staff in keeping our facility sanitzed.
Forum - 04/06/2020
... live in a coal mining area and most of the mines are shutting down until this passes. A lot of our customer pay are from these big companies. I am thankful that i have a job but i would be lying if i didn't admit that i'm very stressed and am glad t...
Forum - 05/14/2020
I could be wrong, but i believe I was told that if we (the dealer) messes that up, you would reimburse the total to customer and submit claim as though you done it and write-off whatever the difference is. I had to do one, years ago, so i could have ...
Forum - 05/15/2020
... transaction on the 2nd line. It wouldn't hurt to attach a copy of the original job card when the customer was first charged for the repairs....
Forum - 05/29/2020
Recalculate repair using PET. Submit to DMA if customer participation differs. If DMA approves, Service manager must authorize for excessive parts then should be resubmitted with P authorization.
Forum - 07/31/2020
... 'top-off', and nobody would define the 'top-off' limit. We finally had to set limitations with the customers and explain that it was part of their obligation in the maintenance of their vehicle, to not let it run that low. CPO-MP we end up shopping the...
Forum - 09/03/2020
We have the customer sign the created repair order when dropping off, giving us permation to work on, and then also the accounting copy when picking up the vehicle after we've gone over the work and inspection performed. This way we...
One part, twp labor ops - 07/29/2020
I have a customer concern of both running boards are not going out at all, at times. When they do, they are progressively slower and clunk. After diagnosis, both extension kits were needed to be replaced due to the pivots being frozen. So, I have one...
OTA - 05/26/2022
... one. Thinking he should have used the computer but did it just with the radio buttons. I guess the customer couldn't get it to work when he tried to do it....
Recall 14116 Steering Angle Sensor - 01/13/2022
... did not document the serial # of the new sensor. Is there any other way besides having the customer come back in and have it all taken apart again to get the #. Since the repair was done is there any other way to close it out even if we don't get...
Forum - 01/13/2022
if you are a customer and spend hundreds of $$ for a CPO policy you should know whether or not you are entitled to courtesy transportation,,,,this is not subject to a service managers whim,,,it should be in black and white,,,just like the Courtesy...
Forum - 01/10/2022
Looking under "new vehicle" in service information today reveals a new pricing chart for the CPO reimbursement rates and operation codes. I don't like it as much as the other chart I have but I am using it as a foundation to update everyone. Yay! &nb...
Forum - 12/13/2021
... of labor and materials, per LTG. I make sure they know what all needs to be on the bill, such as Customer name, Vin and detail of work performed. ...
Forum - 01/14/2022
... We had same issue a few years ago and never got to claim, because we didnt have serial number. Customer didnt give us updated contact info and we never could get ahold of them to return. Maybe he will bring it back when he gets a few more notices......
Forum - 01/18/2022
When did it change back to a must have of the customer's name on the sublet bill? I knew it must have the vin, date, detailed description of repair.
Forum - 01/25/2022
I think the issue is that it is part of SBD. Step 1 is to verify the customer's concern. The technician only need comment that they verified it or didn't. They are likely stating that because it is how the techs are trained to approach their diagnosis...
Forum - 07/11/2022
... market equipment. For example, police, ambulance vehicles. If vehicle has a lift kit etc and customer does not feel they should pay for the extra time to remove a good business case must be presented. So it is a gray area however good comments...
Forum - 06/24/2022
Thanks for posting this Kristen. When you say the "full warranty applicable" would that mean...if the customer does participate in a policy repair where the part would be warrantied say under the 24/unlimited they do get the full 2 year warranty on it...
Forum - 07/07/2022
... scanning and documenting serial numbers. I wont have a backlog of claims I cannot submit, or put customers in a position to have to come back in to have their vehicle disassembled to get the serial numbers, when we know GM won't pay OLH for not following...
Forum - 06/21/2022
... we apply the $20.00 (or $30.00) directly to the warranty account. In doing this it will lower the customer portion by the amount of the private oil offer, and will show the debit in the warranty recievable account until the credit is submitted for....
Forum - 06/21/2022
... and in speaking with my WSC and DMA, they had clarified that what Carol stated is accurate. The customer must pay or participate to have the 2 year/ unlimited warranty. If GM pays for it they will only pay for replacement the remainder of the warranty...
Forum - 06/22/2022
... months/unlimited miles, whichever comes first. When a partial Policy adjustment applies, and the customer pays a portion of the repair, the customer is entitled to the full warranty applicable to the parts or accessory installed. Subsequent replacements...
Forum - 08/01/2022
... it at warranty pricing? I used to work for a dealer that the writers would run the PET off the customer pay price. Once they had to rerun them a couple of times they worked on getting it right. I also used to ask them to print the labor operation...
Forum - 10/20/2022
... amyntaWARRANTY advising me of the proper Email address. It is https://ppmclaims.amyntagroup.com/CustomerSearch. I was able to submit the maintenance claim using their drop down menus. Thanks again for reaching out and providing an answer....
Can I claim OLH? - 09/16/2022
Wondering if I can claim OLH on a front side door adjustment? Sent to my body shop to adjust a customers 22 eqniox passenger front door, turned out to be pretty extensive.. Can I claim OLH on lapor op 1411232? thanks!!
Forum - 09/19/2022
nl185486 last 8 of VIN. It just came up as customer satisfaction program N212354520 and I was able to get it paid. Thank you all for your help and have a wonderful Monday!
voided warranty on certain high profile vehicles - 09/28/2022
... advisors are pulling IVH on every vehicle,,,this could cause a very expensive mistake If a customer does not keep their 2023 Escalade-V, Corvette Z06, or HUMMER EV (SUT/SUV), Canyon AT4X for 6 months, the Bumper-toBumper, Powertrain, Sheet Metal,...
Forum - 09/29/2022
... this is to keep dealers from trying to entice owners from trading in something in which they have customers seeking, but lack inventory for demand......
Doc ID 6043064 - Corvette paint/clearance issue on front fascia - 12/12/2022
Good Monday morning!! I have a vehicle where the customer is concerned about the lack of space between the headlamp and fender. There are no paint concerns as this time. My question is, this bulletin doesn't offer an adjustment only operation, so if there...
OTA closing open recall while I still have an open RO in the shop - 03/15/2023
I have run into this several times now both on PDI's and customer vehicles in the shop, when RO is written the recall is open until it gets back to me for processing the recall has closed OTA. I have sent multiple RO's for "H" routing but all are still...
Forum - 04/07/2023
We are using the dongle on all vehicles that come in, customer pay and warranty. This way there should be no issues. Also the information that is provided when the Dongle is used is a great tool for our advisors and for the dispatcher to use when deciding...
NEW ADD ON REQUIREMENT PER GM P&P,,,DEBIT ITEM - 03/23/2023
... MADE AWARE OF ONE OF THE MOST RECENT CHANGES TO THE P&P WHEN ADD ON REPAIRS ARE INVOLVED.If a customer concern is added on after initial write-up, Service Agent is required to follow the requirements of Article 6.3. When an add-on repair is for a...
2023 CORVETTE - 03/30/2023
HI!!!Looking for assistance please! I have a customer with the 2023 Vette - first service. The total is WAY over the $311.00 with the transmission filter added in.... WHAT DO I DO!!!!! THANKS!!
Forum - 08/15/2023
You would process for the amount the customer paid for that repair, in case they had other work done. If it was overlap with other repairs (as a single line repair), then you'd have to factor out the non-covered expenses.
Forum - 05/19/2023
... ones to see if there are any warranty lines that can be processed. Sometimes we are waiting for a customer pay job parts and there might be a recall line that has been completed on there that I can process. ...
Part warranty off of a c/p line - 05/10/2023
So had a part warranty from an install off of the customer pay line. To me that is an add line, no ifs ands or buts... Seems a WSC person (we are in transion to a new one it seems) sent my claim back stating I need to "uncheck" the add line box...
Forum - 04/26/2023
The warranty admin would attach the VIS to the warranty claim showing the recall was isted as open when customer arrived to dealership. Attach to the claim and H route it with notes explaining.
Forum - 04/27/2023
Hello on a remanufactured transmission that was customer pay are internal parts covered? And if they are is there a specific way you have to enter the claim. Sorry if that doesnt make since. I'm still in training and trying to learn while Im working and...
Add on Line question - 06/16/2023
If you have line 1 with a customer pay part that is installed and it is defective soo you open another line with that now being warranty,,,,does that line count as an add on that requires mgt auth or can you say it relates to the original owner concern...
Non GM Battery replacement policies - 06/16/2023
... comparable non GM batteries for the interim period, (May 30 to Aug 31 ),using the appropriate GM customer disclosure form,,,,,,then the parts rep at meeting yesterday said GM would be sending out replacement GM batteries when they became available...
Warranty Admin - 03/30/2017
What is the Over the Counter parts warranty policy for a transmission. Customer purchased transmission, 6 months later transmission needed work, not a replacement, but a repair. Is that covered and do they get labor. Where can I find...
... market equipment. For example, police, ambulance vehicles. If vehicle has a lift kit etc and customer does not feel they should pay for the extra time to remove a good business case must be presented. So it is a gray area however good comments...
Forum - 06/24/2022
Thanks for posting this Kristen. When you say the "full warranty applicable" would that mean...if the customer does participate in a policy repair where the part would be warrantied say under the 24/unlimited they do get the full 2 year warranty on it...
Forum - 07/07/2022
... scanning and documenting serial numbers. I wont have a backlog of claims I cannot submit, or put customers in a position to have to come back in to have their vehicle disassembled to get the serial numbers, when we know GM won't pay OLH for not following...
Forum - 06/21/2022
... we apply the $20.00 (or $30.00) directly to the warranty account. In doing this it will lower the customer portion by the amount of the private oil offer, and will show the debit in the warranty recievable account until the credit is submitted for....
Forum - 06/21/2022
... and in speaking with my WSC and DMA, they had clarified that what Carol stated is accurate. The customer must pay or participate to have the 2 year/ unlimited warranty. If GM pays for it they will only pay for replacement the remainder of the warranty...
Forum - 06/22/2022
... months/unlimited miles, whichever comes first. When a partial Policy adjustment applies, and the customer pays a portion of the repair, the customer is entitled to the full warranty applicable to the parts or accessory installed. Subsequent replacements...
Forum - 08/01/2022
... it at warranty pricing? I used to work for a dealer that the writers would run the PET off the customer pay price. Once they had to rerun them a couple of times they worked on getting it right. I also used to ask them to print the labor operation...
Forum - 10/20/2022
... amyntaWARRANTY advising me of the proper Email address. It is https://ppmclaims.amyntagroup.com/CustomerSearch. I was able to submit the maintenance claim using their drop down menus. Thanks again for reaching out and providing an answer....
Can I claim OLH? - 09/16/2022
Wondering if I can claim OLH on a front side door adjustment? Sent to my body shop to adjust a customers 22 eqniox passenger front door, turned out to be pretty extensive.. Can I claim OLH on lapor op 1411232? thanks!!
Forum - 09/19/2022
nl185486 last 8 of VIN. It just came up as customer satisfaction program N212354520 and I was able to get it paid. Thank you all for your help and have a wonderful Monday!
voided warranty on certain high profile vehicles - 09/28/2022
... advisors are pulling IVH on every vehicle,,,this could cause a very expensive mistake If a customer does not keep their 2023 Escalade-V, Corvette Z06, or HUMMER EV (SUT/SUV), Canyon AT4X for 6 months, the Bumper-toBumper, Powertrain, Sheet Metal,...
Forum - 09/29/2022
... this is to keep dealers from trying to entice owners from trading in something in which they have customers seeking, but lack inventory for demand......
Doc ID 6043064 - Corvette paint/clearance issue on front fascia - 12/12/2022
Good Monday morning!! I have a vehicle where the customer is concerned about the lack of space between the headlamp and fender. There are no paint concerns as this time. My question is, this bulletin doesn't offer an adjustment only operation, so if there...
OTA closing open recall while I still have an open RO in the shop - 03/15/2023
I have run into this several times now both on PDI's and customer vehicles in the shop, when RO is written the recall is open until it gets back to me for processing the recall has closed OTA. I have sent multiple RO's for "H" routing but all are still...
Forum - 04/07/2023
We are using the dongle on all vehicles that come in, customer pay and warranty. This way there should be no issues. Also the information that is provided when the Dongle is used is a great tool for our advisors and for the dispatcher to use when deciding...
NEW ADD ON REQUIREMENT PER GM P&P,,,DEBIT ITEM - 03/23/2023
... MADE AWARE OF ONE OF THE MOST RECENT CHANGES TO THE P&P WHEN ADD ON REPAIRS ARE INVOLVED.If a customer concern is added on after initial write-up, Service Agent is required to follow the requirements of Article 6.3. When an add-on repair is for a...
2023 CORVETTE - 03/30/2023
HI!!!Looking for assistance please! I have a customer with the 2023 Vette - first service. The total is WAY over the $311.00 with the transmission filter added in.... WHAT DO I DO!!!!! THANKS!!
Forum - 08/15/2023
You would process for the amount the customer paid for that repair, in case they had other work done. If it was overlap with other repairs (as a single line repair), then you'd have to factor out the non-covered expenses.
Forum - 05/19/2023
... ones to see if there are any warranty lines that can be processed. Sometimes we are waiting for a customer pay job parts and there might be a recall line that has been completed on there that I can process. ...
Part warranty off of a c/p line - 05/10/2023
So had a part warranty from an install off of the customer pay line. To me that is an add line, no ifs ands or buts... Seems a WSC person (we are in transion to a new one it seems) sent my claim back stating I need to "uncheck" the add line box...
Forum - 04/26/2023
The warranty admin would attach the VIS to the warranty claim showing the recall was isted as open when customer arrived to dealership. Attach to the claim and H route it with notes explaining.
Forum - 04/27/2023
Hello on a remanufactured transmission that was customer pay are internal parts covered? And if they are is there a specific way you have to enter the claim. Sorry if that doesnt make since. I'm still in training and trying to learn while Im working and...
Add on Line question - 06/16/2023
If you have line 1 with a customer pay part that is installed and it is defective soo you open another line with that now being warranty,,,,does that line count as an add on that requires mgt auth or can you say it relates to the original owner concern...
Non GM Battery replacement policies - 06/16/2023
... comparable non GM batteries for the interim period, (May 30 to Aug 31 ),using the appropriate GM customer disclosure form,,,,,,then the parts rep at meeting yesterday said GM would be sending out replacement GM batteries when they became available...
Warranty Admin - 03/30/2017
What is the Over the Counter parts warranty policy for a transmission. Customer purchased transmission, 6 months later transmission needed work, not a replacement, but a repair. Is that covered and do they get labor. Where can I find...
Electrical and Powertrain Labor-Only Labor Codes - 04/25/2017
... be replaced or any other physical repair. My question is, these codes are similar to CCND's (Customer Concern Not Duplicated) codes and are listed in the document(06-08-47-001M) directly following CCND section...do these need CCND approvals from...
Forum - 06/14/2017
thats a good idea about policy auth there are not a whole lot of choices when submitting for authorizations as to they we are authorizing things such as why customers are in rentals they need to change those options too...
CADILLAC ROADSIDE ASSISTANCE PROGRAM - 06/15/2017
... premium time, examples of actual job cards, what should be recorded on the Roadside form the customer signs, and where do you order these forms, Format: Video...
Forum - 06/19/2017
... kept open for a few weeks or months for ordered parts until its convenient for service to get the customers back in.....
Policy Evaluation Tool? - 05/25/2017
... question is, WHERE...if the dollar amount is stated zero, where? If the "customer participation" amount is stated at zero...we DON'T need DMA approval, correct? ...
Forum - 05/26/2017
I would review the customers history at our dealership and get together with the service manager to see if he'd like to sign off and approve for policy or pay for it in house.
Forum - 05/09/2017
... because it seems simple, but does the auth go on the original job card or the new one if the customer had to come back for the work....
Forum - 04/27/2017
I would not have adjusted the previously paid claim for the lamp replacement . since the vehicle left and the customer came back a week or so later another job card should have been written, and i would have added comments as to why the headliner was...
Forum - 05/03/2017
Not sure that is true??...we have rentals that are older than 2016. So, the fleet of vehicles may be limited to how many are 2016 or 2017...what if none are available to a warranty customer?
Forum - 01/23/2017
... of claims. In the end, we agreed to forgo the .50/hour and keep the 1% on parts and labor reimbursement for the month. This was a huge win for me here and I'm glad that I stuck to my guns and stuck up for myself. Good luck all and thank...
Forum - 01/25/2017
The cashier's office close out customer pay types once the payment has been made. Typically the advisors close out internal pay types. I close out the warranty pay types after I've submitted them and the PDI pay types after I've...
Forum - 03/21/2017
Question...so, are Repeat Repair approvals based on the "possibility" of a repeat repair? Say a customer comes in with a Check Engine Light on. Without diagnosis, we don't know what's causing the problem. How would you get approval before...
Added Operation? - 03/21/2017
... Multi Point inspection on line 1, would this be considered "When there is a single concern from a customer that ultimately results in two or more unrelated repairs, lines added for those repairs are not considered add on repairs. The repairs may...
More on Add On Repairs? JLWarranty New April 2017 - 03/22/2017
... Operation? Or, is it only treated as an Added Operation if we keep the RO open until the customer comes back?...
CADILLAC CUST IN CADILLAC FROM ENTERPRISE REJECTING?? - 02/08/2017
I have a cadillac customer that was put into a cadillac enterprise vehicle for $47/per day ... It rejected that it exceeds the maximum allowed for service agent..... WHY??? We are in the dealer owned rental program & have a few vehicles...
Forum - 02/22/2017
probably because the customer has used up all their free oil and filter, tire rotations for the service maintenance program..you may want to check the vehicle history how many have been submitted for this vehicle..on 2016 its only 2 allowed 2015 its 4...
Blocked Warranty - 08/24/2016
If a customer has a vehicle that has a warranty block which lists ZREG as one of the blocked transactions. Can we perform a special coverage transaction on this vehicle if it is still within the parameters of the special coverage?
Added Warranty Lines - 08/31/2016
I have been reading some updated bulletins regarding added warranty lines and have read that if a Customer pay type turns into a Warranty pay type, the service manager should be authorizing this as an added line. We have actually never done that,...
Special Coverage Repairs - 08/09/2016
... the special coverage or within the 12 month part warranty should be performed at no expense to the customer. How are these situations addressed and transactions submitted at your dealership?Format: Article...
Forum - 11/02/2016
... I had a situation once where there was a portion of the owners manual missing so we ordered the customer a new one and I'm pretty sure that that is what we did as well because the part number doesn't work. I also had to use the compartment as the...
Forum - 11/02/2016
Yep, I think I saw a statement about that in the Required Operating Procedures. Anything added, get customer approval then service management approval with both of their dates/times information before the tech starts his new time punch.
Forum - 11/02/2016
i have had some answers that were correct marked incorrect too ! i would hardly believe that $50 would be a correct answer for customer participation
Shuttle as seperate line, paycode change approval? - 11/29/2016
My Advisor's create seperate lines for Shuttles on their RO's. They tend to start them out as "C" customer pay...my question is, do we need paycode change approval's for Shuttles when I am submitting them through warranty?
Purchased Used ? - 11/29/2016
Does anyone know how to find out if a customer bought a vehicle used? I'm asking in regards to doing policy transactions...one of the Limiting Factors is Purchased as a used vehicle (non-Certified)I don't know how to find that out??
Forum - 10/12/2016
The participation amount (50%) is recommended. There is no documented policy stating a calculator must be used, and/or attached to the job card for Customer Enthusiasm transactions.
... be replaced or any other physical repair. My question is, these codes are similar to CCND's (Customer Concern Not Duplicated) codes and are listed in the document(06-08-47-001M) directly following CCND section...do these need CCND approvals from...
Forum - 06/14/2017
thats a good idea about policy auth there are not a whole lot of choices when submitting for authorizations as to they we are authorizing things such as why customers are in rentals they need to change those options too...
CADILLAC ROADSIDE ASSISTANCE PROGRAM - 06/15/2017
... premium time, examples of actual job cards, what should be recorded on the Roadside form the customer signs, and where do you order these forms, Format: Video...
Forum - 06/19/2017
... kept open for a few weeks or months for ordered parts until its convenient for service to get the customers back in.....
Policy Evaluation Tool? - 05/25/2017
... question is, WHERE...if the dollar amount is stated zero, where? If the "customer participation" amount is stated at zero...we DON'T need DMA approval, correct? ...
Forum - 05/26/2017
I would review the customers history at our dealership and get together with the service manager to see if he'd like to sign off and approve for policy or pay for it in house.
Forum - 05/09/2017
... because it seems simple, but does the auth go on the original job card or the new one if the customer had to come back for the work....
Forum - 04/27/2017
I would not have adjusted the previously paid claim for the lamp replacement . since the vehicle left and the customer came back a week or so later another job card should have been written, and i would have added comments as to why the headliner was...
Forum - 05/03/2017
Not sure that is true??...we have rentals that are older than 2016. So, the fleet of vehicles may be limited to how many are 2016 or 2017...what if none are available to a warranty customer?
Forum - 01/23/2017
... of claims. In the end, we agreed to forgo the .50/hour and keep the 1% on parts and labor reimbursement for the month. This was a huge win for me here and I'm glad that I stuck to my guns and stuck up for myself. Good luck all and thank...
Forum - 01/25/2017
The cashier's office close out customer pay types once the payment has been made. Typically the advisors close out internal pay types. I close out the warranty pay types after I've submitted them and the PDI pay types after I've...
Forum - 03/21/2017
Question...so, are Repeat Repair approvals based on the "possibility" of a repeat repair? Say a customer comes in with a Check Engine Light on. Without diagnosis, we don't know what's causing the problem. How would you get approval before...
Added Operation? - 03/21/2017
... Multi Point inspection on line 1, would this be considered "When there is a single concern from a customer that ultimately results in two or more unrelated repairs, lines added for those repairs are not considered add on repairs. The repairs may...
More on Add On Repairs? JLWarranty New April 2017 - 03/22/2017
... Operation? Or, is it only treated as an Added Operation if we keep the RO open until the customer comes back?...
CADILLAC CUST IN CADILLAC FROM ENTERPRISE REJECTING?? - 02/08/2017
I have a cadillac customer that was put into a cadillac enterprise vehicle for $47/per day ... It rejected that it exceeds the maximum allowed for service agent..... WHY??? We are in the dealer owned rental program & have a few vehicles...
Forum - 02/22/2017
probably because the customer has used up all their free oil and filter, tire rotations for the service maintenance program..you may want to check the vehicle history how many have been submitted for this vehicle..on 2016 its only 2 allowed 2015 its 4...
Blocked Warranty - 08/24/2016
If a customer has a vehicle that has a warranty block which lists ZREG as one of the blocked transactions. Can we perform a special coverage transaction on this vehicle if it is still within the parameters of the special coverage?
Added Warranty Lines - 08/31/2016
I have been reading some updated bulletins regarding added warranty lines and have read that if a Customer pay type turns into a Warranty pay type, the service manager should be authorizing this as an added line. We have actually never done that,...
Special Coverage Repairs - 08/09/2016
... the special coverage or within the 12 month part warranty should be performed at no expense to the customer. How are these situations addressed and transactions submitted at your dealership?Format: Article...
Forum - 11/02/2016
... I had a situation once where there was a portion of the owners manual missing so we ordered the customer a new one and I'm pretty sure that that is what we did as well because the part number doesn't work. I also had to use the compartment as the...
Forum - 11/02/2016
Yep, I think I saw a statement about that in the Required Operating Procedures. Anything added, get customer approval then service management approval with both of their dates/times information before the tech starts his new time punch.
Forum - 11/02/2016
i have had some answers that were correct marked incorrect too ! i would hardly believe that $50 would be a correct answer for customer participation
Shuttle as seperate line, paycode change approval? - 11/29/2016
My Advisor's create seperate lines for Shuttles on their RO's. They tend to start them out as "C" customer pay...my question is, do we need paycode change approval's for Shuttles when I am submitting them through warranty?
Purchased Used ? - 11/29/2016
Does anyone know how to find out if a customer bought a vehicle used? I'm asking in regards to doing policy transactions...one of the Limiting Factors is Purchased as a used vehicle (non-Certified)I don't know how to find that out??
Forum - 10/12/2016
The participation amount (50%) is recommended. There is no documented policy stating a calculator must be used, and/or attached to the job card for Customer Enthusiasm transactions.
Forum - 10/03/2016
I think with this mileage we've done the warranty op for filter cleaning and spoke with the customer regarding how the system works. If the light has come on, they're supposed to drive it under certain conditions from what I understand to clear...
Forum - 10/03/2016
... a vehicle has an open or incomplete Required Field Actions (including but not limited to a recall, customer satisfaction program, service update bulletin, or stop delivery),the applicable inspection and/or repair must be completed and verified through...
Re: What Would You Do - 03/16 - 03/08/2016
I would cover the sunglass compartment claim 100%. Because of the stone chips on the 2016 I would do a 5050 split with the customer - only because of the stone chips.
Brake Warranty Documentation - 05/25/2016
... agents should consider warranty coverage for worn brake pads up to 24,000 miles. Submit as a customer enthusiasm transaction with service management approval." I inherited another printed binder copy of the J&L Warranty Ops Manual from a workshop last...
Re: GM SMART CARE - 02/01/2016
To further "Jdan11's" response: The labor operation for SmartCare 3 is 0600873 and the reimbursement amount is $75. Kristen / jlwarranty
Re: What Would You Do - 03/16 - 03/09/2016
I would handle the sunglass clip as customer enthusiasm since it was broken, and cover the bumper 100% since the defect was first and you would have to refinish it to make it match
Forum - 05/08/2017
In regards to the customer signature, the Service P&P Article 3.2.4 states that when customer authorization is unavailable, service mgt must state the reason and sign on the authorization line on the job card prior to repairs being performed. The...
Forum - 09/05/2017
... vehicles and components covered, mileage and time limitations, as well as warranty transaction and customer notification information. Notification letters are sent to all last known customers of record instructing them to contact their Service Agent...
Forum - 08/16/2017
... the code can we not submit the claim? If not then the recall would stay open and then the customer would have to come back in to have the recall redone? :-/...
Forum - 06/30/2017
Recommend closing the job card as internal. Once the ordered part(s) arrive and the customer returns for installation, open a new job card and reference the previous job card for diagnosis.
CCND's with only Powertrain coverage? - 09/14/2017
When a vehicle is outside of Bumper-to-bumper and only has Powertrain coverage, there are no Customer Concern Not Duplicated labor operations on the Powertrain Code Table so we can Not submit for CCND's if the vehicle only has Powertrain left,...
Forum - 09/26/2017
... authorize. I submitted with self auth policy and commented as to why there was no customer/dealer participation. I had assumed there would be an issue since the vehicle was within the certified used warranty, but the claim...
Forum - 11/28/2017
Have you discussed with your WSC agent by chance? Based on the exclusion stated within the Customer Authorization Unavailable section of the Required Operating Procedures bulletin, it sounds like you are understanding this policy as intended...Kriste...
Forum - 12/19/2017
After review by service management, the warranty administrator updated the transaction, removing the customer enthusiasm indicator. Additional comments were entered supporting the replacement and the claim was submitted with GM Authorization for...
Forum - 11/27/2017
... the service manager. That is not how I understand what I am reading in bulletin 04-00-89-15Q under customer authorization unavailable, bullet point 3. Who is correct and if it's me, why am I getting the wrong answer from people in authority?...
Accessories - 11/08/2017
I'm curious to know how other dealers handle their paperwork flow on accessories that customers buy over the counter and install themselves. My dealership is not good about this and it seems that no matter who I ask, I get nowhere. I would...
Forum - 10/24/2017
... to the old time/mileage-based Policy Calculator? I see where it says to double check the customer's last name or validate whose name is on the vehicle registry, and rerun, but nothing that indicates that the old calculator results shouldn't be...
Forum - 10/25/2017
Definitely confirm the customer information, VIN/name combination and re-run the PET if there is a correction. Otherwise follow the results associated with the Policy Calculator and the parameters outlined in Bulletin 11-00-89-005.
Forum - 10/24/2017
... Policy Calculator. If that is the case, a pound sign (#) will be displayed next to the Customer/Dealer Participation Amount. There is no dollar range presented, just a participation amount or percentage. The dealer is not required to run the PET when...
Forum - 02/27/2018
... view camera module was also required. Responsibility would be either the insurance company or the customer, not warranty....
Diagnosis for a Wheel Alignment - 02/23/2018
... diagnosis we can claim for this considering the alignment was not performed because it falls under customer maintenance? It's on a 2015 Chevrolet Cruze....
Forum - 01/09/2018
I READ A NEWSLETTER ARTICLE ON HERE THAT TALKS ABOUT KEEPING A DAILY LOG AND HAVING CUSTOMERS INITIAL THEIR SHUTTLE RIDE AND THEN AT THE END OF THE DAY THEY GIVE THE LOG TO THE WARRANTY ADMINISTRATOR TO KEEP. WE DON'T DO THAT AND I HAVEN'T READ...
Early Bird / Night Drop for Auth - 12/22/2017
I'd still like some clarity on this, our envelopes don't have a spot for the VIN, and then there are the customers who barely fill it out or sign it. So am I correct in understanding that even without the VIN, we don't need service management auth...
Forum - 12/22/2017
... coverage, you would have to use a regular labor operation and most likely go through the PET for customer participation and perform as a policy repair....
Forum - 01/29/2018
The customer stated that the XM radio was out and that she had already contacted them with no luck. Tech checked out. Found no code and no signal. Replaced XM antenna. Got signal to radio but no XM radio id. Replaced radio...
I think with this mileage we've done the warranty op for filter cleaning and spoke with the customer regarding how the system works. If the light has come on, they're supposed to drive it under certain conditions from what I understand to clear...
Forum - 10/03/2016
... a vehicle has an open or incomplete Required Field Actions (including but not limited to a recall, customer satisfaction program, service update bulletin, or stop delivery),the applicable inspection and/or repair must be completed and verified through...
Re: What Would You Do - 03/16 - 03/08/2016
I would cover the sunglass compartment claim 100%. Because of the stone chips on the 2016 I would do a 5050 split with the customer - only because of the stone chips.
Brake Warranty Documentation - 05/25/2016
... agents should consider warranty coverage for worn brake pads up to 24,000 miles. Submit as a customer enthusiasm transaction with service management approval." I inherited another printed binder copy of the J&L Warranty Ops Manual from a workshop last...
Re: GM SMART CARE - 02/01/2016
To further "Jdan11's" response: The labor operation for SmartCare 3 is 0600873 and the reimbursement amount is $75. Kristen / jlwarranty
Re: What Would You Do - 03/16 - 03/09/2016
I would handle the sunglass clip as customer enthusiasm since it was broken, and cover the bumper 100% since the defect was first and you would have to refinish it to make it match
Forum - 05/08/2017
In regards to the customer signature, the Service P&P Article 3.2.4 states that when customer authorization is unavailable, service mgt must state the reason and sign on the authorization line on the job card prior to repairs being performed. The...
Forum - 09/05/2017
... vehicles and components covered, mileage and time limitations, as well as warranty transaction and customer notification information. Notification letters are sent to all last known customers of record instructing them to contact their Service Agent...
Forum - 08/16/2017
... the code can we not submit the claim? If not then the recall would stay open and then the customer would have to come back in to have the recall redone? :-/...
Forum - 06/30/2017
Recommend closing the job card as internal. Once the ordered part(s) arrive and the customer returns for installation, open a new job card and reference the previous job card for diagnosis.
CCND's with only Powertrain coverage? - 09/14/2017
When a vehicle is outside of Bumper-to-bumper and only has Powertrain coverage, there are no Customer Concern Not Duplicated labor operations on the Powertrain Code Table so we can Not submit for CCND's if the vehicle only has Powertrain left,...
Forum - 09/26/2017
... authorize. I submitted with self auth policy and commented as to why there was no customer/dealer participation. I had assumed there would be an issue since the vehicle was within the certified used warranty, but the claim...
Forum - 11/28/2017
Have you discussed with your WSC agent by chance? Based on the exclusion stated within the Customer Authorization Unavailable section of the Required Operating Procedures bulletin, it sounds like you are understanding this policy as intended...Kriste...
Forum - 12/19/2017
After review by service management, the warranty administrator updated the transaction, removing the customer enthusiasm indicator. Additional comments were entered supporting the replacement and the claim was submitted with GM Authorization for...
Forum - 11/27/2017
... the service manager. That is not how I understand what I am reading in bulletin 04-00-89-15Q under customer authorization unavailable, bullet point 3. Who is correct and if it's me, why am I getting the wrong answer from people in authority?...
Accessories - 11/08/2017
I'm curious to know how other dealers handle their paperwork flow on accessories that customers buy over the counter and install themselves. My dealership is not good about this and it seems that no matter who I ask, I get nowhere. I would...
Forum - 10/24/2017
... to the old time/mileage-based Policy Calculator? I see where it says to double check the customer's last name or validate whose name is on the vehicle registry, and rerun, but nothing that indicates that the old calculator results shouldn't be...
Forum - 10/25/2017
Definitely confirm the customer information, VIN/name combination and re-run the PET if there is a correction. Otherwise follow the results associated with the Policy Calculator and the parameters outlined in Bulletin 11-00-89-005.
Forum - 10/24/2017
... Policy Calculator. If that is the case, a pound sign (#) will be displayed next to the Customer/Dealer Participation Amount. There is no dollar range presented, just a participation amount or percentage. The dealer is not required to run the PET when...
Forum - 02/27/2018
... view camera module was also required. Responsibility would be either the insurance company or the customer, not warranty....
Diagnosis for a Wheel Alignment - 02/23/2018
... diagnosis we can claim for this considering the alignment was not performed because it falls under customer maintenance? It's on a 2015 Chevrolet Cruze....
Forum - 01/09/2018
I READ A NEWSLETTER ARTICLE ON HERE THAT TALKS ABOUT KEEPING A DAILY LOG AND HAVING CUSTOMERS INITIAL THEIR SHUTTLE RIDE AND THEN AT THE END OF THE DAY THEY GIVE THE LOG TO THE WARRANTY ADMINISTRATOR TO KEEP. WE DON'T DO THAT AND I HAVEN'T READ...
Early Bird / Night Drop for Auth - 12/22/2017
I'd still like some clarity on this, our envelopes don't have a spot for the VIN, and then there are the customers who barely fill it out or sign it. So am I correct in understanding that even without the VIN, we don't need service management auth...
Forum - 12/22/2017
... coverage, you would have to use a regular labor operation and most likely go through the PET for customer participation and perform as a policy repair....
Forum - 01/29/2018
The customer stated that the XM radio was out and that she had already contacted them with no luck. Tech checked out. Found no code and no signal. Replaced XM antenna. Got signal to radio but no XM radio id. Replaced radio...
Forum - 01/30/2018
Thanks cSutton for the request! Please take a look at the following videos in the online training video library: Consumer Part Warranty and Customer Purchased Parts & Accessories.
Added Operation when they're are different causes for the same concern. - 02/02/2018
... for the same concern, is that considered a true added operation? For example, we had a customer complaint of the vehicle overheating. The thermostat was found to be stuck and the water pump was leaking. So we'll have to add another...
Forum - 02/05/2018
... within bullet 8, including who to contact if there are carrier delays or problems (WPC Customer Assistance 248-371-9901)....
Forum - 02/05/2018
... two transactions, using the labor operation applicable to each failed (causal) component. As the customer expressed a single complaint, this would not be considered an add on, although service management authorization is required for repeat (pyramid...
Forum - 01/02/2018
... mail in. Now it won't close in IVH as legally, it has to appear on there, but it would stop the customer from recieving phone calls/emails/letters for it....
Forum - 03/16/2018
... time, explanation (that service manager verified concern) and signature must be added. Then the customer is to be contacted and the date and time they were contacted must be added to that copy as well as something along the lines that they expressed...
Forum - 03/20/2018
Which copy does the customer sign before work even begins that has the line that authorizes the repairs? That would probably be the copy to add the authorizations to.
Botched Repairs - 03/05/2018
A customer brought us his 2016 Camaro (still in B2B) with a couple of concerns that would normally be covered under warranty. However, he had a major engine repair performed at another dealer in another state in January, and the technician there...
Forum - 03/06/2018
I would definitely get in touch with your DMA because I feel the customer is not the one at fault here. They might suggest getting in touch with the other dealer. Who knows, but it's definitely worth a try and a phone call.
Forum - 03/06/2018
... back". Therefore NOT warranty. However, I agree with jblox that it should not be the customer's responsibility. I would definitely contact the DMA AND your warranty specialist to get some input on how they want it handled. Your...
Forum - 04/24/2018
... amount because I was told by the WSC that the proration is required. This was after the customer called back after paying the proration and deciding that he didn't believe that he should have to pay anything since other wear items don't include...
Recall Claim Part/Age Issue - 04/24/2018
... we only did 1. Of course now there is an issue and we discovered this error. The customer needs the other key. Is there any way possible to submit for the other key? Can we H-route the new claim for approval?...
BATTERY REPLACMENT RULES UNDER NEW 2 YEAR PARTS WARRANTY - 04/24/2018
... the 2 year free replacment and what is not. I haven't seen anything regarding batteries. If a customer purchases a battery and that battery fails and we replace it during the free replacment period, does the parts warranty start over?...
Forum - 03/26/2018
From our experience, when the customer returns to have the new module installed, the previous job card is referred to for diagnositics with the labor operation for the failed module claimed. The previous job card is closed internally.
Re: What Would You Do - 08/15 - 08/18/2015
... to use the Transmission labor op if the service manager intends on replacing the transmission with customer participation.The SPA labor op will not work because replacing the transmission is not included in the parts for the SPA......
Re: Transmission diagnostic worksheet? - 09/02/2015
... collected and used as an aide (including things like brake and vibration diagnostic worksheets, customer concern verification worksheets, repair vs replace, etc.) Hope this helps address your question. ...
Re: SERVICE CONTRACTS CHEVPMUs1N18 - 07/24/2015
Is this a new vehicle? Did you sell it? Maybe there's something in the deal jacket you can check, if it's under Extended, it sounds like something that the customer purchased. That's a new one for me.
Re: Anyone have experience with processing 15067 for replacement tires? - 07/29/2015
The dealer must complete a Goodyear Product Adjustment Claim Form for tire and handling allowance reimbursement. Contact infoLink when the adjustment tires are ready for return. Goodyear Logistics will contact the dealership to schedule a pickup date...
CAM-02 Report - 10/16/2015
I was just reading that if a customer refuses a recall we should document the reject and also fill out a CAM-02 report. Does anyone know what this is or where to find it?
What Would You Do - 12/15 - 12/01/2015
... be a repeat repair. The transaction rejected with comments from the WSC Agent stating that the customers are limited to four service events during the service period. The vehicle has already had four service events in the history in IVH. The maintenance...
Labor op ? - 10/07/2014
i am looking for a labor op for door vent visors on a 2015 GMC Sierra..part no 1932763..these are customer purchased items and dealer installed parts, and a claim with zset needs to be submitted showing these parts are on this vehicle. problem is I cant...
Re: WIFI ACCESSORY - 09/19/2014
It is not a PDI dealer install. Customer bought the GM accessory WIFI package to add to the vehicle. The vehicle does not have that RPO code either. It will reject as a ZPDI because it is not part of the PDI.
CAC/BRC CCL - Comprehesive (In IVH under applicable warranties) - 12/05/2014
I was just wondering if anyone can tell me how these work, or more importantly where any info on these can be found. Customers are under the assumption that they can get everything fixed, and when we put a claim through it says its out of its time fr...
2015 TOP OFF DEF - 12/15/2014
We have had a couple of customers come in to have DEF topped off in between oil changes, has anyone else encountered this? Is so, have been able to charge it out separate from the $85.00 maintenance?
What Would You Do - 01/15 - 12/19/2014
... and 14030 (side impact airbag connector). While the vehicle was in the service department, the customer phoned the advisor to add two additional conditions to the transaction. The customer noticed a whine noise from the power steering when turning to...
Thanks cSutton for the request! Please take a look at the following videos in the online training video library: Consumer Part Warranty and Customer Purchased Parts & Accessories.
Added Operation when they're are different causes for the same concern. - 02/02/2018
... for the same concern, is that considered a true added operation? For example, we had a customer complaint of the vehicle overheating. The thermostat was found to be stuck and the water pump was leaking. So we'll have to add another...
Forum - 02/05/2018
... within bullet 8, including who to contact if there are carrier delays or problems (WPC Customer Assistance 248-371-9901)....
Forum - 02/05/2018
... two transactions, using the labor operation applicable to each failed (causal) component. As the customer expressed a single complaint, this would not be considered an add on, although service management authorization is required for repeat (pyramid...
Forum - 01/02/2018
... mail in. Now it won't close in IVH as legally, it has to appear on there, but it would stop the customer from recieving phone calls/emails/letters for it....
Forum - 03/16/2018
... time, explanation (that service manager verified concern) and signature must be added. Then the customer is to be contacted and the date and time they were contacted must be added to that copy as well as something along the lines that they expressed...
Forum - 03/20/2018
Which copy does the customer sign before work even begins that has the line that authorizes the repairs? That would probably be the copy to add the authorizations to.
Botched Repairs - 03/05/2018
A customer brought us his 2016 Camaro (still in B2B) with a couple of concerns that would normally be covered under warranty. However, he had a major engine repair performed at another dealer in another state in January, and the technician there...
Forum - 03/06/2018
I would definitely get in touch with your DMA because I feel the customer is not the one at fault here. They might suggest getting in touch with the other dealer. Who knows, but it's definitely worth a try and a phone call.
Forum - 03/06/2018
... back". Therefore NOT warranty. However, I agree with jblox that it should not be the customer's responsibility. I would definitely contact the DMA AND your warranty specialist to get some input on how they want it handled. Your...
Forum - 04/24/2018
... amount because I was told by the WSC that the proration is required. This was after the customer called back after paying the proration and deciding that he didn't believe that he should have to pay anything since other wear items don't include...
Recall Claim Part/Age Issue - 04/24/2018
... we only did 1. Of course now there is an issue and we discovered this error. The customer needs the other key. Is there any way possible to submit for the other key? Can we H-route the new claim for approval?...
BATTERY REPLACMENT RULES UNDER NEW 2 YEAR PARTS WARRANTY - 04/24/2018
... the 2 year free replacment and what is not. I haven't seen anything regarding batteries. If a customer purchases a battery and that battery fails and we replace it during the free replacment period, does the parts warranty start over?...
Forum - 03/26/2018
From our experience, when the customer returns to have the new module installed, the previous job card is referred to for diagnositics with the labor operation for the failed module claimed. The previous job card is closed internally.
Re: What Would You Do - 08/15 - 08/18/2015
... to use the Transmission labor op if the service manager intends on replacing the transmission with customer participation.The SPA labor op will not work because replacing the transmission is not included in the parts for the SPA......
Re: Transmission diagnostic worksheet? - 09/02/2015
... collected and used as an aide (including things like brake and vibration diagnostic worksheets, customer concern verification worksheets, repair vs replace, etc.) Hope this helps address your question. ...
Re: SERVICE CONTRACTS CHEVPMUs1N18 - 07/24/2015
Is this a new vehicle? Did you sell it? Maybe there's something in the deal jacket you can check, if it's under Extended, it sounds like something that the customer purchased. That's a new one for me.
Re: Anyone have experience with processing 15067 for replacement tires? - 07/29/2015
The dealer must complete a Goodyear Product Adjustment Claim Form for tire and handling allowance reimbursement. Contact infoLink when the adjustment tires are ready for return. Goodyear Logistics will contact the dealership to schedule a pickup date...
CAM-02 Report - 10/16/2015
I was just reading that if a customer refuses a recall we should document the reject and also fill out a CAM-02 report. Does anyone know what this is or where to find it?
What Would You Do - 12/15 - 12/01/2015
... be a repeat repair. The transaction rejected with comments from the WSC Agent stating that the customers are limited to four service events during the service period. The vehicle has already had four service events in the history in IVH. The maintenance...
Labor op ? - 10/07/2014
i am looking for a labor op for door vent visors on a 2015 GMC Sierra..part no 1932763..these are customer purchased items and dealer installed parts, and a claim with zset needs to be submitted showing these parts are on this vehicle. problem is I cant...
Re: WIFI ACCESSORY - 09/19/2014
It is not a PDI dealer install. Customer bought the GM accessory WIFI package to add to the vehicle. The vehicle does not have that RPO code either. It will reject as a ZPDI because it is not part of the PDI.
CAC/BRC CCL - Comprehesive (In IVH under applicable warranties) - 12/05/2014
I was just wondering if anyone can tell me how these work, or more importantly where any info on these can be found. Customers are under the assumption that they can get everything fixed, and when we put a claim through it says its out of its time fr...
2015 TOP OFF DEF - 12/15/2014
We have had a couple of customers come in to have DEF topped off in between oil changes, has anyone else encountered this? Is so, have been able to charge it out separate from the $85.00 maintenance?
What Would You Do - 01/15 - 12/19/2014
... and 14030 (side impact airbag connector). While the vehicle was in the service department, the customer phoned the advisor to add two additional conditions to the transaction. The customer noticed a whine noise from the power steering when turning to...
CPO or MY 14 Maintenance? - 01/08/2015
When a customer has a vehicle that's eligible for both Certified AND Chevrolet 2 Year Scheduled Maintenance, is there anything that says which to use? I'm leaning toward using the labor op for the one that expires first. Thoughts?
Re: What Would You Do - 02/15 - 02/10/2015
I have to agree Roadside assistance should have been called to tow the vehicle doesn't look like the customer was too concerned about the vehicle being unsafe to drive, send them the bill..
Re: 2015 and 2 Year Maintenance - 03/19/2015
... for them to get it squared away. There is however, a form that should be in the deal that the customer has signed explaining the warranties, including the 2 year maintenance....
Re: What Would You Do - 02/15 - 02/19/2015
... comments, Roadside is the best option for handling a tow and establishing a pick up time with the customer is critical. The claim was paid after review by the WSC Agent for the service call - after a BRC case was established. To this date not sure...
Air Deflectors - 05/14/2015
A customer ordered air deflectors that we installed on his new 15 GMC Sierra. I submitted for the warranty on them. After about 4000 miles they fell off, so we replaced them. How do I submit this for warranty? I have tried everything and I just get REJECTION!...
Re: wpc part not sent back - 06/17/2015
Okay thank you for the input, Im wondering if I let my dma know before hand if I re-input this as a customer enthusiasim in which case The WPC could not call back for the part? Idk could be completely wrong going in that direction but just an idea.
GMPP SmartCare - Repeat Repair - 10/16/2013
... At a loss as to what to do. Last tire rotation at another dealership 3 months and 3847 miles ago. Customer requested lof and rotate. lof paid, rotate rejected. Any ideas?...
Labor code ? - 10/17/2013
Customer called GM and GM waived the check out fee for a diagnoses. Gm said we could turn the amount for the check out fee in as warranty. She gave us a case# but not a labor code. Does anyone know what the labor code would be? Or how I submit the claim? ...
Re: New Wararanty?? CAC/BRC CCL-HVAC ?? - 08/29/2013
It looks like the customer received a component coverage letter for the HVAC system on their vehicle which is good for the 4/60. They might even have a list of specific components that GM extended the warranty coverage for on the letter. Usually this...
Re: New Wararanty?? CAC/BRC CCL-HVAC ?? - 08/29/2013
The customer should have a letter from the CAC which will tell exactly what components are covered. The few times we've had one of these I take a copy of the letter to put with the claim.
Re: New Wararanty?? CAC/BRC CCL-HVAC ?? - 08/30/2013
Correction, (MARKC), you need to retain the original, for your records. And, give the customer a copy. This is stated in numerous bulletins, and the Policies and Procedure Manual.
Re: Aftermarket Warranty Block - 08/14/2013
No i haven't had that problem..and I dont think there is a successful way around this..The customer's extended warranty company can be called to get approval but since the repairs are already made the warranty company may not authorize the work or the...
dealer installed accessories !! - 03/01/2013
AN INTERNAL JOB CARD WAS MADE TO HAVE ACCESSORIES PUT ON A CUSTOMERS VEHICLE HOW DO I GO ABOUT PUTTING THIS INFO IN THE SYSTEM SO IT SHOWS TO BE ON THE VEHICLE BUILD?? THANKS FOR ANY HELP
not compatible to ltg - 03/05/2013
I have a claim I'm trying to submit to reimburse a customer for a special coverage he had done. It show up in his vehicle history but when I submit it, says not compatible to LTG. Any ideas on how to submit this claim.
Does anyone know whats covered under the Business Maintenance Plan? - 07/16/2013
Customer brought in a 2013 Silverado 2500 and has the Business Maintenace Plan. Does anyone know whats covered and what labor op to use. I would greatly appreciate the help. Thanks.
Oil Consumption - 11/22/2013
I have a 2012 Silverado with a oil consumption concern. Tech has checked vehicle for leak and none have been found. We will be giving customer chart to track consumption. Is there an op code to pay my tech for his time.
Re: Does this bother anyone else? - 12/02/2013
I would say that if your advisors where calling there customers after they completed and finalize there repair orders then I'm in. But as many calls as I get for updates I would have to say I'm out. This app helps me not to micro manage our advisor and...
Re: Enhanced Chevy and Buick /GMC courtesty trasporation program - 01/05/2014
The information, as we all see is confusing. Can JLwarranty put something together to unwind the confusion? I am a little nervous in submitting a claim that is from a customer pay repair...
part replacement - 03/06/2014
A vehicle was in for powertrain coverage repairs... now powertrain is expired and one of the parts replaced failed again. It is still under the 12/12= would it be covered under parts replacement, or would it be customer pay?
Re: What Would You Do - 03/14 - 03/11/2014
... labour op to 0600108 with 1.0 in base hours and make accounting adjustments on their end for the customer paid part. The CAC number should be put in the reference field. So only a claim for the 1.0 total....
Not Sure about Labor Code - 04/09/2014
Had customer come in with a check engine light on. Tech retrieved codes P0411 & P2444, called TAC and they requested he clean out port to air check valve in head & exhaust. We couldn't find a Labor Op Code for cleaning so we are using 4021880 Secondary...
Re: May - Share Your Tip - 05/28/2014
... since we added DRAC units as loaners. Occasionally, one of the advisors will put a line that the customer used the shuttle but I always have to call and find out if it was one way or two....
Re: What would you do? - 07/20/2012
Yes the origianl assumption of the Service manager and DVM was the same..... but, per the warranty support center, - claim has to be submitted with labor and off set with the customers payment in the appropriate field.
SPECIAL POLICY WITH 50/50 AND GMPP - 09/10/2012
I have a customer with a Trailblazer that needs Special Policy 10054 done on it. They also have GMPP with a $100 deductible. Do I submit 2 claims, 1 under GMPP for the $50 split of the deductible, or will it reject for a repeat repair?
Re: What would you do? - 07/31/2012
... SIMPLY LEAVE LABOR OFF, LABOR (AS I FIGURED) SHOULD BE INCLUDED IN THE TOTAL AND ADJUSTED OFF AS CUSTOMER PARTICIPATION-THIS DID MAKE THE CLAIM WAY HARDER TO GET PAID, BUT IN THE LONG RUN I FEEL BETTER ABOUT HOW IT HAS PAID AND IF WE EVER NEEDED TO REVISIT...
When a customer has a vehicle that's eligible for both Certified AND Chevrolet 2 Year Scheduled Maintenance, is there anything that says which to use? I'm leaning toward using the labor op for the one that expires first. Thoughts?
Re: What Would You Do - 02/15 - 02/10/2015
I have to agree Roadside assistance should have been called to tow the vehicle doesn't look like the customer was too concerned about the vehicle being unsafe to drive, send them the bill..
Re: 2015 and 2 Year Maintenance - 03/19/2015
... for them to get it squared away. There is however, a form that should be in the deal that the customer has signed explaining the warranties, including the 2 year maintenance....
Re: What Would You Do - 02/15 - 02/19/2015
... comments, Roadside is the best option for handling a tow and establishing a pick up time with the customer is critical. The claim was paid after review by the WSC Agent for the service call - after a BRC case was established. To this date not sure...
Air Deflectors - 05/14/2015
A customer ordered air deflectors that we installed on his new 15 GMC Sierra. I submitted for the warranty on them. After about 4000 miles they fell off, so we replaced them. How do I submit this for warranty? I have tried everything and I just get REJECTION!...
Re: wpc part not sent back - 06/17/2015
Okay thank you for the input, Im wondering if I let my dma know before hand if I re-input this as a customer enthusiasim in which case The WPC could not call back for the part? Idk could be completely wrong going in that direction but just an idea.
GMPP SmartCare - Repeat Repair - 10/16/2013
... At a loss as to what to do. Last tire rotation at another dealership 3 months and 3847 miles ago. Customer requested lof and rotate. lof paid, rotate rejected. Any ideas?...
Labor code ? - 10/17/2013
Customer called GM and GM waived the check out fee for a diagnoses. Gm said we could turn the amount for the check out fee in as warranty. She gave us a case# but not a labor code. Does anyone know what the labor code would be? Or how I submit the claim? ...
Re: New Wararanty?? CAC/BRC CCL-HVAC ?? - 08/29/2013
It looks like the customer received a component coverage letter for the HVAC system on their vehicle which is good for the 4/60. They might even have a list of specific components that GM extended the warranty coverage for on the letter. Usually this...
Re: New Wararanty?? CAC/BRC CCL-HVAC ?? - 08/29/2013
The customer should have a letter from the CAC which will tell exactly what components are covered. The few times we've had one of these I take a copy of the letter to put with the claim.
Re: New Wararanty?? CAC/BRC CCL-HVAC ?? - 08/30/2013
Correction, (MARKC), you need to retain the original, for your records. And, give the customer a copy. This is stated in numerous bulletins, and the Policies and Procedure Manual.
Re: Aftermarket Warranty Block - 08/14/2013
No i haven't had that problem..and I dont think there is a successful way around this..The customer's extended warranty company can be called to get approval but since the repairs are already made the warranty company may not authorize the work or the...
dealer installed accessories !! - 03/01/2013
AN INTERNAL JOB CARD WAS MADE TO HAVE ACCESSORIES PUT ON A CUSTOMERS VEHICLE HOW DO I GO ABOUT PUTTING THIS INFO IN THE SYSTEM SO IT SHOWS TO BE ON THE VEHICLE BUILD?? THANKS FOR ANY HELP
not compatible to ltg - 03/05/2013
I have a claim I'm trying to submit to reimburse a customer for a special coverage he had done. It show up in his vehicle history but when I submit it, says not compatible to LTG. Any ideas on how to submit this claim.
Does anyone know whats covered under the Business Maintenance Plan? - 07/16/2013
Customer brought in a 2013 Silverado 2500 and has the Business Maintenace Plan. Does anyone know whats covered and what labor op to use. I would greatly appreciate the help. Thanks.
Oil Consumption - 11/22/2013
I have a 2012 Silverado with a oil consumption concern. Tech has checked vehicle for leak and none have been found. We will be giving customer chart to track consumption. Is there an op code to pay my tech for his time.
Re: Does this bother anyone else? - 12/02/2013
I would say that if your advisors where calling there customers after they completed and finalize there repair orders then I'm in. But as many calls as I get for updates I would have to say I'm out. This app helps me not to micro manage our advisor and...
Re: Enhanced Chevy and Buick /GMC courtesty trasporation program - 01/05/2014
The information, as we all see is confusing. Can JLwarranty put something together to unwind the confusion? I am a little nervous in submitting a claim that is from a customer pay repair...
part replacement - 03/06/2014
A vehicle was in for powertrain coverage repairs... now powertrain is expired and one of the parts replaced failed again. It is still under the 12/12= would it be covered under parts replacement, or would it be customer pay?
Re: What Would You Do - 03/14 - 03/11/2014
... labour op to 0600108 with 1.0 in base hours and make accounting adjustments on their end for the customer paid part. The CAC number should be put in the reference field. So only a claim for the 1.0 total....
Not Sure about Labor Code - 04/09/2014
Had customer come in with a check engine light on. Tech retrieved codes P0411 & P2444, called TAC and they requested he clean out port to air check valve in head & exhaust. We couldn't find a Labor Op Code for cleaning so we are using 4021880 Secondary...
Re: May - Share Your Tip - 05/28/2014
... since we added DRAC units as loaners. Occasionally, one of the advisors will put a line that the customer used the shuttle but I always have to call and find out if it was one way or two....
Re: What would you do? - 07/20/2012
Yes the origianl assumption of the Service manager and DVM was the same..... but, per the warranty support center, - claim has to be submitted with labor and off set with the customers payment in the appropriate field.
SPECIAL POLICY WITH 50/50 AND GMPP - 09/10/2012
I have a customer with a Trailblazer that needs Special Policy 10054 done on it. They also have GMPP with a $100 deductible. Do I submit 2 claims, 1 under GMPP for the $50 split of the deductible, or will it reject for a repeat repair?
Re: What would you do? - 07/31/2012
... SIMPLY LEAVE LABOR OFF, LABOR (AS I FIGURED) SHOULD BE INCLUDED IN THE TOTAL AND ADJUSTED OFF AS CUSTOMER PARTICIPATION-THIS DID MAKE THE CLAIM WAY HARDER TO GET PAID, BUT IN THE LONG RUN I FEEL BETTER ABOUT HOW IT HAS PAID AND IF WE EVER NEEDED TO REVISIT...
Re: What would you do? - 07/31/2012
So leaving the labor time off and making it parts only made it impossible to get your claim paid..another words put the labor time in and adjust customer participation part..ok that's good to know...glad your claim was resolved..
Goodwill on GM Certified Pre-Owned? - 08/16/2012
Does anyone know if there is any goodwill you can use on a vehicle that was a certified pre-owned? We have a customer out of the certified by mileage not by time. 08 Acadia with a water leak (go figure)! Was not sure what the consensus was on using...
Re: complimentary oil n filter change, tire rotation and 27 point insp.for anniversary - 09/26/2012
Generally, there should be a Z labor op, along with a number to put in comments (71-xxxxxx...). Is it just an email? Or did the customer also receive a letter? I imagine it would be worth a call with the VIN#.
Rust Warranty on a Painter Steel Bumper on 08 Silverado - 10/05/2012
I have a customer with a 2008 Chevrolet Silverado with 84K that has rust on the front bumper. Is this covered under the corrosion warranty? Any help would be greatly appreciated! Thanks!
Rust Warranty on a Painted Steel Bumper on 08 Silverado - 10/05/2012
I have a customer with a 2008 Chevrolet Silverado with 84K that has rust on the front bumper. Is this covered under the corrosion warranty? Any help would be greatly appreciated! Thanks!
Re: Rust Warranty on a Painter Steel Bumper on 08 Silverado - 10/05/2012
... in the metal for that warranty to apply. That being said you could most likely goodwill it, if customer is loyal and deserving. But, I would discuss that with your rep, just to be sure....
Re: Revised Dealer Policy Empowerment Bulletin 11-00-89-005 - 10/12/2012
Mandatory minimum. Sounds more like a criminal sentencing procedure than a customer satisfaction tool. I have not read it all but this is going to take a massive retraining of Service Managers, Directors, and advisors. It is understandable as policy has...
ONE TIME REPLACEMANT ON DURASTOP BRAKE PADS - 09/14/2012
DOES ANYBODY KNOW HOW TO SUBMIT FOR A ONE TIME REPLACEMENT ON DURASTOP BRAKE PADS? AND IS LABOR ALSO COVERED OR DOES THE CUSTOMER PAY FOR LABOR?
Process for over the counter parts - 11/09/2012
... However, I have run into a parts warranty today where the outside repair facility is requesting a reimbursement for labor (with the appropriate documentation). Is it my responsibility to open a Job Card (and does a Job Card need to be opened) for this?...
Re: Process for over the counter parts - 11/09/2012
... you can not claim labor on an over the counter part sale, you can claim the part only. Labor reimbursement is for a dealer installed part only. You can reference Article 1.1.3.1 of the Policy and Procedure Manual for more info. ...
TIRE CLAIM - 10/24/2012
REPLACED A TIRE AS CUSTOMER ENTHUSIAM NOT WARRANTY, DUE TO TIRE DAMAGED BY ROAD HAZARD..DO I NEED TO DO A TIRE WARRANTY PRE-AUTHORIZATION??? DBC AND WHEN I SUBMITTED THE CLAIM SAYS YES MY SERVICE MANAGER SAYS NO BECAUSE ITS NOT WARRANTY...ANY SUGGEST...
Re: TIRE CLAIM - 10/24/2012
YOU WILL NEED A TIRE PREAUTHORIZATION TO GET THE CLAIM PAID. THE TIRE AUTHORIZATION TAB HAS A DROP DOWN FOR "CUSTOMER ENTHUSIASM". I HAD ONE OF THESE LAST MONTH.
Service Agent Installed Warranty - 02/11/2013
I have a customer with a bad fuel injector. The previous owner had them replaced less than 12K miles ago at a different GM dealer and it is in the warranty history on Global Connect. This would still qualify as a service agent install transaction if I'm...
Re: Christmas Eve Hours - 12/19/2012
Thanks for the replies. We just found out today while making an appt. for a customer that requested Christmas Eve, the manager said yes we will be open. Everyone else around is closed that we know of, and I'm pretty sure we will be working a full day...
CPO Maintenance Plan - 03/25/2013
I have a customer that has a Standard CBG CPO Maintenance Plan. The service agent put the Dexos 1 Synthetic Blend LOF on line 1 (M0017) and the Tire Rotation on Line 2 (M0021). I'm new at this and not sure how to put this in. Last time it rejected the...
New Complaint Codes.... - 05/09/2013
Does anyone know what the difference is in the new complaint codes 0321 "check engine" light vs. 0329 SES/Check Engine/MIL? Is 0321 to be used when the customer states there is a "light" on and isnt sure which one?
Rental Car - 05/30/2013
Can anyone tell me if GM pays for a customer that has a GM vehicle and comes in to have service work done, like an oil change or something, but not under warranty. Does GM pay for them to have a rental car?
Re: Complimentary Anniversary LOF Labor Op - 04/18/2012
I don't have Buick so I don't know about that one but couldn't the advisor ask the customer to bring in the other page or attach it to an email or something? These coupons are out of hand!
Re: March warranty news - 04/04/2012
... it? They changed the wording for their "empowerment tools". From now on Policy, Goodwill and Customer Enthusiasm... all have specific requirements to use them. See TSB 11-00-89-005A for the latest and greatest! Good Luck!...
GM Dealer Rent-A-Car - 04/05/2012
... before we can give them a vehicle.Or can the repair just be like .3 for a panel install but the customer is dropping the vehicle off.I cant see myself running a ticket for a same day rental for .3 of an hour....
Re: GM Dealer Rent-A-Car - 04/05/2012
The only time I know of that a customer gets a rental no matter what is with a Cad. Any others, if it's not meeting the time requirements, it's not eligible for a rental. We have a shuttle service that works well for us but we are in a small rural area...
Re: - 02/02/2012
I wonder if you have a different coupon to use. On the bottom of the ones that customers are turning in it shows Z2368 for the free lof and Z2369 for $20 off of a service. I said it before and I'll say it again, I'm over all of these Zops for servi...
Payment for Dye to Check for Oil Leak - 02/21/2012
I have a customer that came in for an oil change and also has a slight oil leak. We added dye to the oil in order to confirm exact leak at next oil change. He is still under factory warranty. Can I submit for the dye only this time or should I wait...
Re: MISCELLANEOUS FUEL - 01/10/2012
... fuel on a warranty ticket because we condider it a necessity for the repair and charge it to the customer or my service department eats it in their policy. If it were me, I'd get ahold of your area manager and ask how they want you to handle it. With...
Re: What should I do? - 12/06/2011
I dont envy you either and would have a problem submitting this claim too. This business of keeping the customer happy is tuff but the service manager should make the right decisions too for himself and the dealer too.. good Luck and yea let us know...
So leaving the labor time off and making it parts only made it impossible to get your claim paid..another words put the labor time in and adjust customer participation part..ok that's good to know...glad your claim was resolved..
Goodwill on GM Certified Pre-Owned? - 08/16/2012
Does anyone know if there is any goodwill you can use on a vehicle that was a certified pre-owned? We have a customer out of the certified by mileage not by time. 08 Acadia with a water leak (go figure)! Was not sure what the consensus was on using...
Re: complimentary oil n filter change, tire rotation and 27 point insp.for anniversary - 09/26/2012
Generally, there should be a Z labor op, along with a number to put in comments (71-xxxxxx...). Is it just an email? Or did the customer also receive a letter? I imagine it would be worth a call with the VIN#.
Rust Warranty on a Painter Steel Bumper on 08 Silverado - 10/05/2012
I have a customer with a 2008 Chevrolet Silverado with 84K that has rust on the front bumper. Is this covered under the corrosion warranty? Any help would be greatly appreciated! Thanks!
Rust Warranty on a Painted Steel Bumper on 08 Silverado - 10/05/2012
I have a customer with a 2008 Chevrolet Silverado with 84K that has rust on the front bumper. Is this covered under the corrosion warranty? Any help would be greatly appreciated! Thanks!
Re: Rust Warranty on a Painter Steel Bumper on 08 Silverado - 10/05/2012
... in the metal for that warranty to apply. That being said you could most likely goodwill it, if customer is loyal and deserving. But, I would discuss that with your rep, just to be sure....
Re: Revised Dealer Policy Empowerment Bulletin 11-00-89-005 - 10/12/2012
Mandatory minimum. Sounds more like a criminal sentencing procedure than a customer satisfaction tool. I have not read it all but this is going to take a massive retraining of Service Managers, Directors, and advisors. It is understandable as policy has...
ONE TIME REPLACEMANT ON DURASTOP BRAKE PADS - 09/14/2012
DOES ANYBODY KNOW HOW TO SUBMIT FOR A ONE TIME REPLACEMENT ON DURASTOP BRAKE PADS? AND IS LABOR ALSO COVERED OR DOES THE CUSTOMER PAY FOR LABOR?
Process for over the counter parts - 11/09/2012
... However, I have run into a parts warranty today where the outside repair facility is requesting a reimbursement for labor (with the appropriate documentation). Is it my responsibility to open a Job Card (and does a Job Card need to be opened) for this?...
Re: Process for over the counter parts - 11/09/2012
... you can not claim labor on an over the counter part sale, you can claim the part only. Labor reimbursement is for a dealer installed part only. You can reference Article 1.1.3.1 of the Policy and Procedure Manual for more info. ...
TIRE CLAIM - 10/24/2012
REPLACED A TIRE AS CUSTOMER ENTHUSIAM NOT WARRANTY, DUE TO TIRE DAMAGED BY ROAD HAZARD..DO I NEED TO DO A TIRE WARRANTY PRE-AUTHORIZATION??? DBC AND WHEN I SUBMITTED THE CLAIM SAYS YES MY SERVICE MANAGER SAYS NO BECAUSE ITS NOT WARRANTY...ANY SUGGEST...
Re: TIRE CLAIM - 10/24/2012
YOU WILL NEED A TIRE PREAUTHORIZATION TO GET THE CLAIM PAID. THE TIRE AUTHORIZATION TAB HAS A DROP DOWN FOR "CUSTOMER ENTHUSIASM". I HAD ONE OF THESE LAST MONTH.
Service Agent Installed Warranty - 02/11/2013
I have a customer with a bad fuel injector. The previous owner had them replaced less than 12K miles ago at a different GM dealer and it is in the warranty history on Global Connect. This would still qualify as a service agent install transaction if I'm...
Re: Christmas Eve Hours - 12/19/2012
Thanks for the replies. We just found out today while making an appt. for a customer that requested Christmas Eve, the manager said yes we will be open. Everyone else around is closed that we know of, and I'm pretty sure we will be working a full day...
CPO Maintenance Plan - 03/25/2013
I have a customer that has a Standard CBG CPO Maintenance Plan. The service agent put the Dexos 1 Synthetic Blend LOF on line 1 (M0017) and the Tire Rotation on Line 2 (M0021). I'm new at this and not sure how to put this in. Last time it rejected the...
New Complaint Codes.... - 05/09/2013
Does anyone know what the difference is in the new complaint codes 0321 "check engine" light vs. 0329 SES/Check Engine/MIL? Is 0321 to be used when the customer states there is a "light" on and isnt sure which one?
Rental Car - 05/30/2013
Can anyone tell me if GM pays for a customer that has a GM vehicle and comes in to have service work done, like an oil change or something, but not under warranty. Does GM pay for them to have a rental car?
Re: Complimentary Anniversary LOF Labor Op - 04/18/2012
I don't have Buick so I don't know about that one but couldn't the advisor ask the customer to bring in the other page or attach it to an email or something? These coupons are out of hand!
Re: March warranty news - 04/04/2012
... it? They changed the wording for their "empowerment tools". From now on Policy, Goodwill and Customer Enthusiasm... all have specific requirements to use them. See TSB 11-00-89-005A for the latest and greatest! Good Luck!...
GM Dealer Rent-A-Car - 04/05/2012
... before we can give them a vehicle.Or can the repair just be like .3 for a panel install but the customer is dropping the vehicle off.I cant see myself running a ticket for a same day rental for .3 of an hour....
Re: GM Dealer Rent-A-Car - 04/05/2012
The only time I know of that a customer gets a rental no matter what is with a Cad. Any others, if it's not meeting the time requirements, it's not eligible for a rental. We have a shuttle service that works well for us but we are in a small rural area...
Re: - 02/02/2012
I wonder if you have a different coupon to use. On the bottom of the ones that customers are turning in it shows Z2368 for the free lof and Z2369 for $20 off of a service. I said it before and I'll say it again, I'm over all of these Zops for servi...
Payment for Dye to Check for Oil Leak - 02/21/2012
I have a customer that came in for an oil change and also has a slight oil leak. We added dye to the oil in order to confirm exact leak at next oil change. He is still under factory warranty. Can I submit for the dye only this time or should I wait...
Re: MISCELLANEOUS FUEL - 01/10/2012
... fuel on a warranty ticket because we condider it a necessity for the repair and charge it to the customer or my service department eats it in their policy. If it were me, I'd get ahold of your area manager and ask how they want you to handle it. With...
Re: What should I do? - 12/06/2011
I dont envy you either and would have a problem submitting this claim too. This business of keeping the customer happy is tuff but the service manager should make the right decisions too for himself and the dealer too.. good Luck and yea let us know...
claiming window glas in recall 07273. - 09/22/2011
this recall states that the window may shatter, which it di d in the case of our customer. However, there is no direction on how to claim for the window glas in the recall. If the glass is submitted parts, the claim is rejected as incompatible part....
Re: Parts Warranty when vehicle is still under warranty - 09/26/2011
ok i has two claims last week..one was a zpti and the other was a zreg with an R .they both went thru so did i do those correct ..our percentage is a little high too..i thought zpti was only for parts warranty from a customer pay...
Re: GMPP CLAIM W/GM 50% PARTICIPATION - 10/07/2011
i am confused too ..did you submit the whole claim as a claim type ZSCT?? seems like it could have been submitted as a zsct and include the customer participation part in the claim as one line instead of two..just my thinking
Re: 50/50 SPLIT - 10/31/2011
FYI update: Just got off "online" with DBC... if the cust has GMPP, you total claim at GM pricing the minus 1/2 the customers deduct - than split balance 50/50 between GM & GMPP ... if cust does not have GMPP, you still total claim but then split 50...
Re: 1926 Warranty - 03/17/2011
My service manager has this under the glass on his desk. Amazing how far things have come. Customer service doesn't seem to be a top priority at the time.
Certified Service - 03/22/2011
... Complimentary Maintenance program for Saturns and Pontiac's is offered on line in emails sent to customers. I'm wondering how to keep track of the maintenance performed? We have only seen the cards that are sent in the mail, which you record on the card....
DAMAGED DOOR PANEL AND CRACKED WINDOW GLASS - 03/30/2011
I thought I seen in one of the newsletters information about subsequent damage to a vehicle during repair. We had a customer come in with a door that would not unlock at all. My technician damaged the door panel and cracked the window while trying to...
Re: part pick up fm another dealer for a used vehicle - 04/13/2011
You are correct, you are not allowed to collect for parts expediting on a stock unit. P & P Art 1.5.18 is about parts expediting and says it is a "customer enthusiasm service". It also references Bulletin# 99-00-89-021, if you need any more info.
Re: Additional Time for Installing Assist Steps on 2011 Diesel Silverado - 05/16/2011
... Body Shop advisors that when they have a ticket for accessory installation to get me a copy of the customer or internal invoice because I have to submit them. I'm sure we've probably missed a few, but on the whole they're doing a pretty good job. I...
Accessories for "Business Choice" Sales Program - 05/17/2011
We have several customers who purchased vehicle through the "GM Business Choice" incentive program. They are entitled to certain equipment packages at N/C. The accessories are not part of the original equipment so I assume I add them as an "I" op but...
RADIO LABOR OP FOR INSTALL ONLY - 05/04/2011
HAVE A 2009 PONTIAC G8 --- CUSTOMER RETURNED TO HAVE A S/O RADIO INSTALLED (RADIO HERE SO LONG WAITING ON CUST - REQUESTED BE RETURNED) -- HAD TO RIGHT NEW JOB CARD "TOO INSTALL" R0760 STATES: USE LABOR OP IF COMPLETED IN SAME DAY --- UNABLE TO LOCATE...
Re: Would you submit this as warranty? - 04/25/2011
Yes, This claim would be goodwill for customer satisfaction. Stating that the upgrade was not a defect but rather a special case and goodwill would be in order.
Re: PURGING FILES - 04/13/2011
You need to check with state requirements, but in Michigan where I am, we are required to keep all customer files for 6 years. I keep 2 years worth in the cabinets. We have the color file system, it makes it much easier to purge. All the rest are boxed...
BODYSHOP REPAIRS - 07/27/2011
I have a 2009 pontiac vibe customer came in had roof rust by the windshield our tech fixed the roof rust at the edge of the winsheild what labor op can I use?
Re: BODYSHOP REPAIRS - 07/27/2011
I have a 2008 impala customer came in stated rear deck lid rusted tech repaired rust caused by molding. what labor op do I use?
Re: BODYSHOP REPAIRS - 07/27/2011
[quote] mpatten: I have a 2008 impala customer came in stated rear deck lid rusted tech repaired rust caused by molding. what labor op do I use? [/quote]
2 year/30000 mile standard CPO maintenance plan - 08/30/2011
... doing GM certified vehicles and I have no idea about this part of it, and of course, we have a customer here for their free oil change under the plan. Any help would be appreciated - thanks in advance!...
Re: I op codes - 08/31/2011
You would you use the I Labor codes when a customer purchases Gm accessories like step bars or tow hooks,with using Zset.That way if they have a defect of some sort you could warranty the item.
ZSET REJECT - 06/16/2011
... INSTALLED OPTION WAS FOUND FOR LABOUR CODE I9255". WHY WOULD A ZET REJECT FOR INSTALLATION OF A CUSTOMER PAID ACCESSORY? IT'S BEEN A ROUGH WEEK. I'VE LOOKED THROUGH EVERYTHING I CAN FIND AND AM NOT SURE WHAT TO DO NEXT. ANY HELP IS GREATLY APPR...
EMPOWERMENT GOODWILL - GMPP COVERAGE - 06/09/2011
WE HAVE A "VOLT" CUSTOMER WITH NOTHING BE PROBLEMS WITH HER VEHICLE...... SHE HAS BEEN OFFERED A GMPP CONTRACT AS A GOODWILL OFFERING..... I FOUND THE INFO UNDER DEALER EMPOWERMENT GOODWILL, BUT I CANT SEEM TO FIND A "LABOR OP" TO USE TO CLAIM THE PRICE...
ONSTAR CONCERN LABOR OP ?? - 07/14/2011
I HAVE A 2007 SUBURBAN.. COMPLAINT: STARTING CAR ONSTAR COMES ON & STATES YOU HAVE LEFT YOUR ROUTE WHEN CUSTOMER HAD NEVER ASKED FOR ROUTE --- TRIED TO CANCEL AS PER DOC#2407737 "UNSUCCESSFUL", REMOVED BATTERY FOR 10 MIN TO CLEAR >>> QUESTION: SINCE I...
2011 Malibu paint issue - 07/21/2011
We have a customer whose 2011 Malibu paint scratched at the top of all 4 door jambs. It appears as though the weatherstrip seals were the culprit. Our bodyshop tech states that the flex of the vehicle while driving, along with dust & debris causes this...
Goodwill for radio - 07/21/2011
Have a customer in a GMC Acadia that had to have a radio replaced just out of warranty. Service Manager wanted to do this as a goodwill repair, but the transaction rejects because of the cost of the radio. R0760 doesnt allow for parts cost since radio...
recall for the heated wiper fluid - 06/08/2010
ok so i got a call from a customer saying that the usa today has a story saying gm is gonna pay owners of certain vehicles with heated wiper fluid $100 for disabling it permantly from their vehicles....has anyone heard anything from GM about this and...
Re: recall for the heated wiper fluid - 06/16/2010
we have had only one and my service manager had a check ready for the customer when he picked up his vehicle..guess it all depends on how each dealer wants to handle this..
this recall states that the window may shatter, which it di d in the case of our customer. However, there is no direction on how to claim for the window glas in the recall. If the glass is submitted parts, the claim is rejected as incompatible part....
Re: Parts Warranty when vehicle is still under warranty - 09/26/2011
ok i has two claims last week..one was a zpti and the other was a zreg with an R .they both went thru so did i do those correct ..our percentage is a little high too..i thought zpti was only for parts warranty from a customer pay...
Re: GMPP CLAIM W/GM 50% PARTICIPATION - 10/07/2011
i am confused too ..did you submit the whole claim as a claim type ZSCT?? seems like it could have been submitted as a zsct and include the customer participation part in the claim as one line instead of two..just my thinking
Re: 50/50 SPLIT - 10/31/2011
FYI update: Just got off "online" with DBC... if the cust has GMPP, you total claim at GM pricing the minus 1/2 the customers deduct - than split balance 50/50 between GM & GMPP ... if cust does not have GMPP, you still total claim but then split 50...
Re: 1926 Warranty - 03/17/2011
My service manager has this under the glass on his desk. Amazing how far things have come. Customer service doesn't seem to be a top priority at the time.
Certified Service - 03/22/2011
... Complimentary Maintenance program for Saturns and Pontiac's is offered on line in emails sent to customers. I'm wondering how to keep track of the maintenance performed? We have only seen the cards that are sent in the mail, which you record on the card....
DAMAGED DOOR PANEL AND CRACKED WINDOW GLASS - 03/30/2011
I thought I seen in one of the newsletters information about subsequent damage to a vehicle during repair. We had a customer come in with a door that would not unlock at all. My technician damaged the door panel and cracked the window while trying to...
Re: part pick up fm another dealer for a used vehicle - 04/13/2011
You are correct, you are not allowed to collect for parts expediting on a stock unit. P & P Art 1.5.18 is about parts expediting and says it is a "customer enthusiasm service". It also references Bulletin# 99-00-89-021, if you need any more info.
Re: Additional Time for Installing Assist Steps on 2011 Diesel Silverado - 05/16/2011
... Body Shop advisors that when they have a ticket for accessory installation to get me a copy of the customer or internal invoice because I have to submit them. I'm sure we've probably missed a few, but on the whole they're doing a pretty good job. I...
Accessories for "Business Choice" Sales Program - 05/17/2011
We have several customers who purchased vehicle through the "GM Business Choice" incentive program. They are entitled to certain equipment packages at N/C. The accessories are not part of the original equipment so I assume I add them as an "I" op but...
RADIO LABOR OP FOR INSTALL ONLY - 05/04/2011
HAVE A 2009 PONTIAC G8 --- CUSTOMER RETURNED TO HAVE A S/O RADIO INSTALLED (RADIO HERE SO LONG WAITING ON CUST - REQUESTED BE RETURNED) -- HAD TO RIGHT NEW JOB CARD "TOO INSTALL" R0760 STATES: USE LABOR OP IF COMPLETED IN SAME DAY --- UNABLE TO LOCATE...
Re: Would you submit this as warranty? - 04/25/2011
Yes, This claim would be goodwill for customer satisfaction. Stating that the upgrade was not a defect but rather a special case and goodwill would be in order.
Re: PURGING FILES - 04/13/2011
You need to check with state requirements, but in Michigan where I am, we are required to keep all customer files for 6 years. I keep 2 years worth in the cabinets. We have the color file system, it makes it much easier to purge. All the rest are boxed...
BODYSHOP REPAIRS - 07/27/2011
I have a 2009 pontiac vibe customer came in had roof rust by the windshield our tech fixed the roof rust at the edge of the winsheild what labor op can I use?
Re: BODYSHOP REPAIRS - 07/27/2011
I have a 2008 impala customer came in stated rear deck lid rusted tech repaired rust caused by molding. what labor op do I use?
Re: BODYSHOP REPAIRS - 07/27/2011
[quote] mpatten: I have a 2008 impala customer came in stated rear deck lid rusted tech repaired rust caused by molding. what labor op do I use? [/quote]
2 year/30000 mile standard CPO maintenance plan - 08/30/2011
... doing GM certified vehicles and I have no idea about this part of it, and of course, we have a customer here for their free oil change under the plan. Any help would be appreciated - thanks in advance!...
Re: I op codes - 08/31/2011
You would you use the I Labor codes when a customer purchases Gm accessories like step bars or tow hooks,with using Zset.That way if they have a defect of some sort you could warranty the item.
ZSET REJECT - 06/16/2011
... INSTALLED OPTION WAS FOUND FOR LABOUR CODE I9255". WHY WOULD A ZET REJECT FOR INSTALLATION OF A CUSTOMER PAID ACCESSORY? IT'S BEEN A ROUGH WEEK. I'VE LOOKED THROUGH EVERYTHING I CAN FIND AND AM NOT SURE WHAT TO DO NEXT. ANY HELP IS GREATLY APPR...
EMPOWERMENT GOODWILL - GMPP COVERAGE - 06/09/2011
WE HAVE A "VOLT" CUSTOMER WITH NOTHING BE PROBLEMS WITH HER VEHICLE...... SHE HAS BEEN OFFERED A GMPP CONTRACT AS A GOODWILL OFFERING..... I FOUND THE INFO UNDER DEALER EMPOWERMENT GOODWILL, BUT I CANT SEEM TO FIND A "LABOR OP" TO USE TO CLAIM THE PRICE...
ONSTAR CONCERN LABOR OP ?? - 07/14/2011
I HAVE A 2007 SUBURBAN.. COMPLAINT: STARTING CAR ONSTAR COMES ON & STATES YOU HAVE LEFT YOUR ROUTE WHEN CUSTOMER HAD NEVER ASKED FOR ROUTE --- TRIED TO CANCEL AS PER DOC#2407737 "UNSUCCESSFUL", REMOVED BATTERY FOR 10 MIN TO CLEAR >>> QUESTION: SINCE I...
2011 Malibu paint issue - 07/21/2011
We have a customer whose 2011 Malibu paint scratched at the top of all 4 door jambs. It appears as though the weatherstrip seals were the culprit. Our bodyshop tech states that the flex of the vehicle while driving, along with dust & debris causes this...
Goodwill for radio - 07/21/2011
Have a customer in a GMC Acadia that had to have a radio replaced just out of warranty. Service Manager wanted to do this as a goodwill repair, but the transaction rejects because of the cost of the radio. R0760 doesnt allow for parts cost since radio...
recall for the heated wiper fluid - 06/08/2010
ok so i got a call from a customer saying that the usa today has a story saying gm is gonna pay owners of certain vehicles with heated wiper fluid $100 for disabling it permantly from their vehicles....has anyone heard anything from GM about this and...
Re: recall for the heated wiper fluid - 06/16/2010
we have had only one and my service manager had a check ready for the customer when he picked up his vehicle..guess it all depends on how each dealer wants to handle this..
Re: ZSET IN REYNOLDS - 07/28/2010
There is such a thing, the catch is the job has to be flagged as a customer pay job for it to show claim ZSET when you go to submit the claim through R&R.
Re: PDI FLUIDS - 08/19/2010
... We bill the PDI fluids as net items (including washer fluid) and chalk it up to shop supplies with customer vehicles. We have a dollar amount billed for each fluid add in net items for each PDI we do and get paid per vehicle when it's downloaded....
HVAC ODOR - 06/30/2010
A customer brought in a 2009 Malibu with roughly 28,000 miles on it. The complaint was a "musty" odor coming from the air conditioner. The technician looked for leaks, none found. Verified there was a slight odor & sprayed a deodorizer into the HVAC...
Re: Would you try to put a claim in for this? - 09/20/2010
... a manufacturer's defect... if we were installing factory assist steps, I might try it, but the customer provided aftermarket steps. It doesn't make sense to me that this should be a warranty claim. Does anyone know of a written policy that might include...
srta trans warranty - 09/17/2010
Here's a brain teaser...customer purchases a transmission assembly over the counter. Installs it himself. Only makes it about 40 miles. Part warranty only, or would labor be covered as well. I say part only. Svc Manager says both. What do you guys th...
Re: Would you try to put a claim in for this? - 09/16/2010
i know i wouldnt submit that claim..why would the service advisor expect you too..thats aftermarket parts not factory parts huh? customer should pay to have those installed..i would think
Re: DMA Authorization Form - 12/14/2010
thats the one thing about this i dont like..everything going on one line it ties up the whole claim because of the excessive rental,,i have one now and will have another when the customer picks up today..
Do you check.....? - 02/23/2011
... suggest your shop do it too. Our sales staff uses this knowledge as a sales tool, telling the customer the vehicles are "up-to-date" on all recalls....
Re: srta trans warranty - 09/22/2010
i printed the chart, just dont see the reasoning for the labor when the individual installed it himself, makes more sense if a repair shop owner bought the engine for a customer and made the repairs in his shop..but thats ok i can live with it...
Re: Reject Code 038: Service Agent is not allowed to submit authorization code - 11/03/2010
... an issue with our DMS...causing an erroneous 038 error. Once we resubmit via GWM no problem with reimbursement. At this point I don't believe anyone else is experiencing this issue. Connie: not a trick question...we were just wondering if anyone...
Re: HUMMER - COMPLIMENTARY MAINTANENCE COUPONS - 11/04/2010
... Web Manifest? I sometimes look up the VIN and find more info on what is being offered to the customer that way. Mine is on GlobalConnect under Service workbench, then Access Service Marketing Info, then it is in there.... I had to ask my dealer admin...
Re: HUMMER - COMPLIMENTARY MAINTANENCE COUPONS - 11/08/2010
Hummer Free Agent Service Program Announcement G_0000061114 (archived) $20 reimbursement submitted as miscellaneous net Labour Operation Z2270 Manifest List Name: GM Free Agent Service 2010
SHUTTLE - 11/12/2010
... AND THEY SAID SOMETHING ABOUT BEING ABLE TO CLAIM FOR SHUTTLE ONLY FOR CADDILACS IF WE SHUTTLED CUSTOMER ANYWHERE WHILE EVEN ORDERING PARTS...DOES ANYONE KNOW WHAT IM TALKING ABOUT AND IF SO WHAT LO DO WE USE TO CLAIM JUST A SHUTTLE??? ANY AND ALL HELP...
Re: srta trans warranty - 11/14/2010
... they don't have a code? How do we know even if they give us a code if that is a valid code? If a customer removes the failed transmission himself and brings it in how do we know what is really wrong with it and whether it is a minor internal concern...
Re: GM Radio Upgrade ? - 11/19/2010
... to U1C-AM/FM Stereo & Clock & Audio Disc. Not sure how to handle this. I'm afraid if the customer has problems later with the radio that the system will reject any claim thinking the vehicle still has the base radio....
Re: recall 10153 - 12/10/2010
I CALLED DBC ON THIS BECAUSE I HAD THE SAME PROBLEM AND THEY TOLD ME TO RUN WITH V2281 AND ISSUE A CHECK BECAUSE THEY WERE LIKE A CUSTOMER.I DONT AGREE BUT OKAY
Re: PARTS WARRANTY ON SEALS AND GASKETS - 04/23/2009
... not be able to veiw them.(YEAH I KNOW THAT MAKES SENSE RIGHT). That was fun to explain to the customer who wanted to see some documentation on why we're not covering the seal done by another dealer....
Re: CLARIFICATION: HOW WOULD YOU HANDLE ?? - 04/24/2009
REGARDLESS OF IF THE VEHICLE NEVER LEFT THE DEALERSHIP, IF THE REPAIR WAS COMPLETED AND THE CUSTOMER TOOK POSSESSION OF THE VEHICLE, THERE NEEDED TO BE A NEW WORK ORDER. CMA IS MY POLICY.
#07187C: Special Coverage Adjustment - Instrument Panel Cluster Gauge Needle Function - - 04/21/2009
We received a call from an independent repair shop (non GM) saying they have a customer whose vehicle falls within the parameters of this SPA. They want us to order the part and run it as a warranty claim (part only but mileage is 54,287) and then they...
Re: #07187C: Special Coverage Adjustment - Instrument Panel Cluster Gauge Needle Function - - 04/21/2009
... by a GM dealer. However, since this one has the second part with 70,001 miles to 80K giving the customer the cluster, I was wondering if it still applied. We don't run a claim for just getting them the part do we?...
FYI-IPC special policy, T5687 - 04/10/2009
Just had a reject on T5687 from Spec. Policy 07187 which is for the cluster replacement only-customer pays labor. Had a reject for Labor op does not apply to vehicle (LD). Contacted DBC and there is a system inquiry--they hope to have it resolved by...
Re: PERFORMING BUYBACK INSPECTIONS - 05/20/2009
... the $100 and $200 this is a payment for taking the time to correctly fill out paper work with the customer required for the buyback and returning it to GM....
OLD RECALL #07217 - 06/15/2009
NOT SURE IF I AM READING THIS CORRECTLY, IT STATES TO PUT COURTESY TRANSPORATION CHARGES IN NET --- WE PUT CUSTOMER IN RENTAL FOR 1-DAY SO I PUT 42.00 IN NET BUT CLAIM KICKED BACK FOR NET AMOUNT EXCESSIVE (DID WE MISS UNDERSTAND THIS BULLETIN ??)
Re: OLD RECALL #07217 - 06/16/2009
Check out TSB#07-00-89-037 rentals and shuttle service etc are considered courtesy transportation. Since you put the customer in a rental vehicle I would think that it would be acceptable to use labor op Z7901 and charge $42.00 or $37.00 depending on...
Re: REPLACING KEYS UNDER WARRANTY - 06/10/2009
Our un-official policy is that unless we are fairly sure it's a damage issue, we assume it is not. In this instance we'd probably warranty the key and note on the r.o. or claim "for customer satisfaction". Covers everybody that way!
There is such a thing, the catch is the job has to be flagged as a customer pay job for it to show claim ZSET when you go to submit the claim through R&R.
Re: PDI FLUIDS - 08/19/2010
... We bill the PDI fluids as net items (including washer fluid) and chalk it up to shop supplies with customer vehicles. We have a dollar amount billed for each fluid add in net items for each PDI we do and get paid per vehicle when it's downloaded....
HVAC ODOR - 06/30/2010
A customer brought in a 2009 Malibu with roughly 28,000 miles on it. The complaint was a "musty" odor coming from the air conditioner. The technician looked for leaks, none found. Verified there was a slight odor & sprayed a deodorizer into the HVAC...
Re: Would you try to put a claim in for this? - 09/20/2010
... a manufacturer's defect... if we were installing factory assist steps, I might try it, but the customer provided aftermarket steps. It doesn't make sense to me that this should be a warranty claim. Does anyone know of a written policy that might include...
srta trans warranty - 09/17/2010
Here's a brain teaser...customer purchases a transmission assembly over the counter. Installs it himself. Only makes it about 40 miles. Part warranty only, or would labor be covered as well. I say part only. Svc Manager says both. What do you guys th...
Re: Would you try to put a claim in for this? - 09/16/2010
i know i wouldnt submit that claim..why would the service advisor expect you too..thats aftermarket parts not factory parts huh? customer should pay to have those installed..i would think
Re: DMA Authorization Form - 12/14/2010
thats the one thing about this i dont like..everything going on one line it ties up the whole claim because of the excessive rental,,i have one now and will have another when the customer picks up today..
Do you check.....? - 02/23/2011
... suggest your shop do it too. Our sales staff uses this knowledge as a sales tool, telling the customer the vehicles are "up-to-date" on all recalls....
Re: srta trans warranty - 09/22/2010
i printed the chart, just dont see the reasoning for the labor when the individual installed it himself, makes more sense if a repair shop owner bought the engine for a customer and made the repairs in his shop..but thats ok i can live with it...
Re: Reject Code 038: Service Agent is not allowed to submit authorization code - 11/03/2010
... an issue with our DMS...causing an erroneous 038 error. Once we resubmit via GWM no problem with reimbursement. At this point I don't believe anyone else is experiencing this issue. Connie: not a trick question...we were just wondering if anyone...
Re: HUMMER - COMPLIMENTARY MAINTANENCE COUPONS - 11/04/2010
... Web Manifest? I sometimes look up the VIN and find more info on what is being offered to the customer that way. Mine is on GlobalConnect under Service workbench, then Access Service Marketing Info, then it is in there.... I had to ask my dealer admin...
Re: HUMMER - COMPLIMENTARY MAINTANENCE COUPONS - 11/08/2010
Hummer Free Agent Service Program Announcement G_0000061114 (archived) $20 reimbursement submitted as miscellaneous net Labour Operation Z2270 Manifest List Name: GM Free Agent Service 2010
SHUTTLE - 11/12/2010
... AND THEY SAID SOMETHING ABOUT BEING ABLE TO CLAIM FOR SHUTTLE ONLY FOR CADDILACS IF WE SHUTTLED CUSTOMER ANYWHERE WHILE EVEN ORDERING PARTS...DOES ANYONE KNOW WHAT IM TALKING ABOUT AND IF SO WHAT LO DO WE USE TO CLAIM JUST A SHUTTLE??? ANY AND ALL HELP...
Re: srta trans warranty - 11/14/2010
... they don't have a code? How do we know even if they give us a code if that is a valid code? If a customer removes the failed transmission himself and brings it in how do we know what is really wrong with it and whether it is a minor internal concern...
Re: GM Radio Upgrade ? - 11/19/2010
... to U1C-AM/FM Stereo & Clock & Audio Disc. Not sure how to handle this. I'm afraid if the customer has problems later with the radio that the system will reject any claim thinking the vehicle still has the base radio....
Re: recall 10153 - 12/10/2010
I CALLED DBC ON THIS BECAUSE I HAD THE SAME PROBLEM AND THEY TOLD ME TO RUN WITH V2281 AND ISSUE A CHECK BECAUSE THEY WERE LIKE A CUSTOMER.I DONT AGREE BUT OKAY
Re: PARTS WARRANTY ON SEALS AND GASKETS - 04/23/2009
... not be able to veiw them.(YEAH I KNOW THAT MAKES SENSE RIGHT). That was fun to explain to the customer who wanted to see some documentation on why we're not covering the seal done by another dealer....
Re: CLARIFICATION: HOW WOULD YOU HANDLE ?? - 04/24/2009
REGARDLESS OF IF THE VEHICLE NEVER LEFT THE DEALERSHIP, IF THE REPAIR WAS COMPLETED AND THE CUSTOMER TOOK POSSESSION OF THE VEHICLE, THERE NEEDED TO BE A NEW WORK ORDER. CMA IS MY POLICY.
#07187C: Special Coverage Adjustment - Instrument Panel Cluster Gauge Needle Function - - 04/21/2009
We received a call from an independent repair shop (non GM) saying they have a customer whose vehicle falls within the parameters of this SPA. They want us to order the part and run it as a warranty claim (part only but mileage is 54,287) and then they...
Re: #07187C: Special Coverage Adjustment - Instrument Panel Cluster Gauge Needle Function - - 04/21/2009
... by a GM dealer. However, since this one has the second part with 70,001 miles to 80K giving the customer the cluster, I was wondering if it still applied. We don't run a claim for just getting them the part do we?...
FYI-IPC special policy, T5687 - 04/10/2009
Just had a reject on T5687 from Spec. Policy 07187 which is for the cluster replacement only-customer pays labor. Had a reject for Labor op does not apply to vehicle (LD). Contacted DBC and there is a system inquiry--they hope to have it resolved by...
Re: PERFORMING BUYBACK INSPECTIONS - 05/20/2009
... the $100 and $200 this is a payment for taking the time to correctly fill out paper work with the customer required for the buyback and returning it to GM....
OLD RECALL #07217 - 06/15/2009
NOT SURE IF I AM READING THIS CORRECTLY, IT STATES TO PUT COURTESY TRANSPORATION CHARGES IN NET --- WE PUT CUSTOMER IN RENTAL FOR 1-DAY SO I PUT 42.00 IN NET BUT CLAIM KICKED BACK FOR NET AMOUNT EXCESSIVE (DID WE MISS UNDERSTAND THIS BULLETIN ??)
Re: OLD RECALL #07217 - 06/16/2009
Check out TSB#07-00-89-037 rentals and shuttle service etc are considered courtesy transportation. Since you put the customer in a rental vehicle I would think that it would be acceptable to use labor op Z7901 and charge $42.00 or $37.00 depending on...
Re: REPLACING KEYS UNDER WARRANTY - 06/10/2009
Our un-official policy is that unless we are fairly sure it's a damage issue, we assume it is not. In this instance we'd probably warranty the key and note on the r.o. or claim "for customer satisfaction". Covers everybody that way!
Re: ALIGNMENT - 06/12/2009
... only to claim the work on the front? because it was a front strut that was replaced? We have the customer pay the difference if they want the whole ball of wax. So I would go with 1.9 for that labor op and see what flies. ...
Re: AFTERMARKET ROTORS - 05/12/2009
I do not belive a aftermarket rotor should have been used. Per the customers new car warranty the are to get GM replacement parts not aftermarket.
Re: ANY HYUNDAI PEOPLE OUT THERE I HAVE A QUESTION ABOUT THIS FREE OIL FILTER PROGRAM - 05/12/2009
HM33 is the labor op for the free filter however, it must be billed as customer pay. Hyundai will see these when they log into your system and reimburse the dealer through your open parts account. Do not bill this under warranty. Hyundai is looking for...
Re: 07187C: Special Coverage Adjustment - Instrument Panel Cluster Gauge Needle Function - 08/11/2009
Per SC #07187C "CLAIM INFORMATION SECTION" USE - SUBMIT AS MK-95 T5687 .2 $25.00 -- I HAVE BEEN CHARGING CUSTOMER WHAT EVER THE WARRANTY TIME IS .... HOPE THIS HELPS
Re: Serta Transmission Warranty - 07/21/2009
... that the warranty is 3 years 100,000 miles if replaced during the 3years/100,000 miles then the customer gets the remainder or 12/12 whichever is greater. Then if replaced during the 12/12 it could cont. as long as they are within the 12/12 warranty...
Re: About Two Hours - 03/05/2009
I always love when customers do not think. How are we suppost to work on their vehicle if they have it elsewhere? Then it is our fault. We get this all the time.
Re: Another fuel question - 06/26/2009
... verify a defect I would expect GM whose defective part it is to pay for the fuel. It is not the customers fault that there is a problem with there vehicle....
Re: Towing on a life time warr part ? - 09/16/2009
After reviewing P&P sect 1.1.4 that is correct it says that towing is not included. Thank You reps for keeping my customers happy. (I do not know why they paid these) I will not be submitting them anymore. That is the fun part about Warranty, always...
GOODWILL PARTS FAILURE - 08/27/2009
CAN WE GOODWILL CUSTOMER PAY PARTS FAILURES? IN BY TIME OUT BY COUPLE DAYS OR A COUPLE 1000 MILES. I HAVE A IGNITION CYLINDER FAILED 10 MONTHS SINCE REPLACED BUT 19,000 MILES. CAR HAS 157,718 MILES ON IT.
Re: Global Warranty Management - 10/02/2009
... to assign the complaint code at write-up, which will also give them other questions to ask the customer to further clarify the complaint, but I don't think it's required they do this....
Re: Part Option descrpancy as reg. Warranty - 09/24/2009
... These situations are to be noted directly on the delivery receipt in the Remarks Section. Reimbursement for parts & labour will be accomplished by submission of a warranty claim. ...
Convertor letter - 10/19/2009
We replaced the catalytic converter on a 2002 Impala miles 85868. The customer came with a letter that states coverage till 2011 or 120,000 miles. Do we treat this as a bulletin or regular warranty when claiming?
Can you claim turning on after blow function on hvac? - 10/23/2009
I have a couple of repair orders for customer concern of bad odor for dash vents when air is on. Tech found #PIC3744D which tells about turning on the hvac after blow function. Can I claim through warranty, if so what labor operation and failure code...
Re: CLOSED RECALL - 10/13/2009
... that were included in the recall vin list mistakenly. There is even a letter that was sent to the customer of the vins were were mistakenly involved....
special policy #07187C - 12/16/2009
... cover these vehicles between 70 & 80,000 miles, the factory warranty expired in 2008. Is the customer responsible for the cluster do to the low mileage on her vehicle? ...
Re: Yet Another Part Warranty Question - 11/10/2009
... warranty only covers the failed part in these circumstances. The service advisor should tell the customer "up front" that damage due to age of any removed components to replace the covered failed part is not the responsibility of GM. In certain circumstances,...
Re: GMPP - CLEANING THROTTLE BODY - 11/27/2009
Carbon build up on the throttle body is not caused by a manufacturer's defect. It is a product of lower grade fuel. Therefore I would say NO it is not covered. Customer pay, kind of like a coolant flush, or fuel injector clean. JMO tho.
Re: RENTALS - 02/11/2010
Check out Bulletin 07-00-89-037. Has info on roadside and rental. Bulletin states: "Vehicles utilized for customer rentals are to be current or within the past 2 model years" It's under the rental program administration heading. Has specific info ...
Re: Collateral damage opcode? - 04/06/2010
... involving property damage or personal injury and there is TSB 09-00-89-008 with labor op Z1241 for reimbursement instructions although I've never used it on GWM yet and many Z ops seem to have been done away with... Good luck! ...
Re: recall 10023 on 2009 cobalt(not on GMVIS) - 04/09/2010
... vehicle falls within vin break but not listed yet. (These were stock vehicles) However if a customer comes in complaining about the steering and we find the fault is the motor and is within vin break we would still submit for the recall....
PARTS PICKED UP FROM ANOTHER DEALER - 05/24/2010
REFRESH MY MEMORY..AM I CORRECT TO BELIEVE THAT WHEN PARTS ARE PICKED UP FROM ANOTHER DEALER AND THE CUSTOMER IS IN A RENTAL THE DIFFERENCE IN PRICING CANNOT BE CLAIMED?? THIS WAS NOT SAME DAY PARTS PICKUP..THEY WERE NOT DELIVERED UNTIL THE NEXT DAY....
Re: Tire Warranty Wear due to Alignment - 02/19/2010
Is the technician finding a reason why the alignment keeps going out or is it that the customer hits a curb or pothole? I would suppose if another component caused the alignment to go out, the tires could be considered collateral damage.... but then...
Re: LIFT KIT R AND R TO REPAIR VEHICLE - 03/02/2010
... aftermarket accessory that has to be removed to get access or to do a warranty repair,the labor is customer responsibility. I don't think Gm will pay any OLH time for something like this due to truck has be modified causing tech needing additional time...
RECALL - 02/13/2009
... CANT TEST FUEL PRESSURE AND IF ITS LEAKING COULD CAUSE A FIRE. PLENUM IS NOT COVERED BY RECALL. CUSTOMER REFUSING TO PAY TO HAVE PLENUM REPLACED AND SAYS HE IS GOING TO HAVE CAR TOWED TO JUNK YARD. (VEHICLE IS NOT RUNNING NOW DUE TO PLENUM FAILURE)....
pts warranty - 01/28/2009
Over the counter parts warranty. When submitting through wins do I have to have a vin? (sometimes the guys in pts dont get a vin when the customer brings back the pt) I know, goodtimes for me....!
... only to claim the work on the front? because it was a front strut that was replaced? We have the customer pay the difference if they want the whole ball of wax. So I would go with 1.9 for that labor op and see what flies. ...
Re: AFTERMARKET ROTORS - 05/12/2009
I do not belive a aftermarket rotor should have been used. Per the customers new car warranty the are to get GM replacement parts not aftermarket.
Re: ANY HYUNDAI PEOPLE OUT THERE I HAVE A QUESTION ABOUT THIS FREE OIL FILTER PROGRAM - 05/12/2009
HM33 is the labor op for the free filter however, it must be billed as customer pay. Hyundai will see these when they log into your system and reimburse the dealer through your open parts account. Do not bill this under warranty. Hyundai is looking for...
Re: 07187C: Special Coverage Adjustment - Instrument Panel Cluster Gauge Needle Function - 08/11/2009
Per SC #07187C "CLAIM INFORMATION SECTION" USE - SUBMIT AS MK-95 T5687 .2 $25.00 -- I HAVE BEEN CHARGING CUSTOMER WHAT EVER THE WARRANTY TIME IS .... HOPE THIS HELPS
Re: Serta Transmission Warranty - 07/21/2009
... that the warranty is 3 years 100,000 miles if replaced during the 3years/100,000 miles then the customer gets the remainder or 12/12 whichever is greater. Then if replaced during the 12/12 it could cont. as long as they are within the 12/12 warranty...
Re: About Two Hours - 03/05/2009
I always love when customers do not think. How are we suppost to work on their vehicle if they have it elsewhere? Then it is our fault. We get this all the time.
Re: Another fuel question - 06/26/2009
... verify a defect I would expect GM whose defective part it is to pay for the fuel. It is not the customers fault that there is a problem with there vehicle....
Re: Towing on a life time warr part ? - 09/16/2009
After reviewing P&P sect 1.1.4 that is correct it says that towing is not included. Thank You reps for keeping my customers happy. (I do not know why they paid these) I will not be submitting them anymore. That is the fun part about Warranty, always...
GOODWILL PARTS FAILURE - 08/27/2009
CAN WE GOODWILL CUSTOMER PAY PARTS FAILURES? IN BY TIME OUT BY COUPLE DAYS OR A COUPLE 1000 MILES. I HAVE A IGNITION CYLINDER FAILED 10 MONTHS SINCE REPLACED BUT 19,000 MILES. CAR HAS 157,718 MILES ON IT.
Re: Global Warranty Management - 10/02/2009
... to assign the complaint code at write-up, which will also give them other questions to ask the customer to further clarify the complaint, but I don't think it's required they do this....
Re: Part Option descrpancy as reg. Warranty - 09/24/2009
... These situations are to be noted directly on the delivery receipt in the Remarks Section. Reimbursement for parts & labour will be accomplished by submission of a warranty claim. ...
Convertor letter - 10/19/2009
We replaced the catalytic converter on a 2002 Impala miles 85868. The customer came with a letter that states coverage till 2011 or 120,000 miles. Do we treat this as a bulletin or regular warranty when claiming?
Can you claim turning on after blow function on hvac? - 10/23/2009
I have a couple of repair orders for customer concern of bad odor for dash vents when air is on. Tech found #PIC3744D which tells about turning on the hvac after blow function. Can I claim through warranty, if so what labor operation and failure code...
Re: CLOSED RECALL - 10/13/2009
... that were included in the recall vin list mistakenly. There is even a letter that was sent to the customer of the vins were were mistakenly involved....
special policy #07187C - 12/16/2009
... cover these vehicles between 70 & 80,000 miles, the factory warranty expired in 2008. Is the customer responsible for the cluster do to the low mileage on her vehicle? ...
Re: Yet Another Part Warranty Question - 11/10/2009
... warranty only covers the failed part in these circumstances. The service advisor should tell the customer "up front" that damage due to age of any removed components to replace the covered failed part is not the responsibility of GM. In certain circumstances,...
Re: GMPP - CLEANING THROTTLE BODY - 11/27/2009
Carbon build up on the throttle body is not caused by a manufacturer's defect. It is a product of lower grade fuel. Therefore I would say NO it is not covered. Customer pay, kind of like a coolant flush, or fuel injector clean. JMO tho.
Re: RENTALS - 02/11/2010
Check out Bulletin 07-00-89-037. Has info on roadside and rental. Bulletin states: "Vehicles utilized for customer rentals are to be current or within the past 2 model years" It's under the rental program administration heading. Has specific info ...
Re: Collateral damage opcode? - 04/06/2010
... involving property damage or personal injury and there is TSB 09-00-89-008 with labor op Z1241 for reimbursement instructions although I've never used it on GWM yet and many Z ops seem to have been done away with... Good luck! ...
Re: recall 10023 on 2009 cobalt(not on GMVIS) - 04/09/2010
... vehicle falls within vin break but not listed yet. (These were stock vehicles) However if a customer comes in complaining about the steering and we find the fault is the motor and is within vin break we would still submit for the recall....
PARTS PICKED UP FROM ANOTHER DEALER - 05/24/2010
REFRESH MY MEMORY..AM I CORRECT TO BELIEVE THAT WHEN PARTS ARE PICKED UP FROM ANOTHER DEALER AND THE CUSTOMER IS IN A RENTAL THE DIFFERENCE IN PRICING CANNOT BE CLAIMED?? THIS WAS NOT SAME DAY PARTS PICKUP..THEY WERE NOT DELIVERED UNTIL THE NEXT DAY....
Re: Tire Warranty Wear due to Alignment - 02/19/2010
Is the technician finding a reason why the alignment keeps going out or is it that the customer hits a curb or pothole? I would suppose if another component caused the alignment to go out, the tires could be considered collateral damage.... but then...
Re: LIFT KIT R AND R TO REPAIR VEHICLE - 03/02/2010
... aftermarket accessory that has to be removed to get access or to do a warranty repair,the labor is customer responsibility. I don't think Gm will pay any OLH time for something like this due to truck has be modified causing tech needing additional time...
RECALL - 02/13/2009
... CANT TEST FUEL PRESSURE AND IF ITS LEAKING COULD CAUSE A FIRE. PLENUM IS NOT COVERED BY RECALL. CUSTOMER REFUSING TO PAY TO HAVE PLENUM REPLACED AND SAYS HE IS GOING TO HAVE CAR TOWED TO JUNK YARD. (VEHICLE IS NOT RUNNING NOW DUE TO PLENUM FAILURE)....
pts warranty - 01/28/2009
Over the counter parts warranty. When submitting through wins do I have to have a vin? (sometimes the guys in pts dont get a vin when the customer brings back the pt) I know, goodtimes for me....!
Engine Warranty Question - 01/14/2009
... 94K. The question is: what is the warranty on the engine when GM pays for this install. If the customer buys it the warranty would be 36 months/100K miles. Is this the same when installed under warranty?...
Re: Engine Warranty Question - 01/15/2009
Is the customer paying for any of the repair-deductible or labor or anything? Is this a parts warranty to start with? All changes the coverage.
Re: GMPP RADIOS AND CLUSTERS - 01/09/2009
Are you referring to the sales tax on the deductible? The deductible tax as of 8/1/08 has to be paid by the customer per GMPP. There should not be tax charged to you or GMPP on the radio or cluster bill.
Re: Service Records Retention Question - 01/13/2009
... 2-YEARS" FILED ON SHELVES IN OFFICE AND KEEPS THE REST BOXED UP IN SHED. WE PUT A NOTE ON CUSTOMERS FILE WHEN WE HAVE PURGED IT OFF THE SHELVES & SENT TO SHED / OR COMPLETELY PURGED & SHREDDED ..... STATE (CALIFORNIA) REQUIRES 5-YEARS...
Re: Oil leak diagnosis - 03/25/2009
We use a customer concerned not duplicated labor op for checking out and adding dye, varying time according to what was done. The CCND op actually allows for dye to be listed in the parts field. If all the tech does is add dye we run the CCND for the...
Re: Monday morning brain fog-- goodwill question - 03/23/2009
This is good to know I totally missed the part about customer pays labor. (Apologies to GM for the add'l expense I sent them.) I am also glad to see they have finally expanded it to 05.
Re: Oil leak diagnosis - 03/25/2009
... A/C, not oil leaks. We have occasionally put dye in, cleaned the engine really well, allowed the customer to drive it for a few days & return for inspection. If anything is truly leaking we include the time on the opcode that was used for part replacement...
Re: TRANS REPLACEMENT - 03/03/2009
2006 BUICK WITH AN IN SERVICE DATE OF 2001? I'D CHECK WITH THE PARTS DEPT ON THE LENGTH OF THE WARRANTY. I KNOW IF THE CUSTOMER PAYS THE WARRANTY IS MORE LIKE 5/100K BUT I'M NOT SURE ON WHAT IT IS WHEN WARRANTY PAYS.
Re: TRANS REPLACEMENT - 03/03/2009
I believe if Warranty pays full repair the part is covered for the remainder manufacturers warranty, and no less than a 12/12 warranty. If it's a goodwill situation and the customer pays any deductible at all they get the longer part warranty.
HAS THIS HAPPENED TO ANYONE ELSE? - 02/20/2009
I SENT OUT RECALL NOTICES LAST WEEK. I RECEIVED A CALL FROM ONE OUR CUSTOMERS STATING THAT GM SENT THEM NOTICE OF THE RECALL AND THE PART AND INSTRUCTIONS TO FIX IT. I'VE KNOWN ABOUT THE NOTICE BUT THIS WAS THE FIRST TIME I'D EVER HEARD OF THEM SENDING...
Re: WHERE CAN I FIND ??? - 02/24/2009
Where did you send the radio out to? If you use AJR, they will send the CD back to you once they remove and repair it. We have those all the time - my Parts Manager ends up calling the customer(s)to pick up their CD's from us.
Re: BRAKE CLEANING - 12/22/2008
Wouldn't a brake clean & adjust/inspect be regular maintenance? What was the customer's complaint? What type of vehicle is it? Why did the tech use so many cans of brake clean?
Re: BRAKE CLEANING - 12/24/2008
Agree with Mark,I use the caliper labor op for "brake Squeek" being in Montana see alot these.most likely would fall under maintenence however service manager signs off on for customer satisfaction.
Re: GMPP-BULLETIN (CLAIM REJECT CLERIFICATION) - 12/05/2008
... advisor called it in and it was covered. Sure it depends on the labor op and the coverage the customer might have and if it is a on going problem with the vehicle that directly pertains to a fix with that special labor op....
OPEN BUT EXPIRED RECALLS ??? - 12/08/2008
I HAVE A ENTERPRISE RENTAL VEHICLE IN THE SHOP, FOR AN UNRELATED CONCERN TO THE RECALL - BUT IT SHOWS #07255 "OPEN" BUT EXPIRED 10/31/08..... CAN WE STILL PERFORM ?, HOW DO YOU CLEAR ?, WHAT IF CUSTOMER HAS A PROBLEM LATER ON WITH THIS CONCERN ?
Re: GMPP AND TAXES - 10/22/2008
Kristen, based on the message prev. stated. I beleive this means that gmpp pays all the sales tax in the state of MI. Do you know of any separate Use tax that goes on the deductible? and would it be the responsibility of gmpp or the customer?
Re: How is business? - 11/19/2008
I'm in Southern Arkansas and both sales and service are slow. It does seem that we are getting more warranty and extended warranty customers in but not nearly the level we are used to.
Re: Tire Warranty - 06/25/2008
... use any document (tsb or PIT) to direct the technician on the necessary repair, but it would be customer pay if the vehicle is out of basic warranty(unless they have GMPP or another extended warranty)....
Re: Another goodwill question... - 07/09/2008
I would try to contact the customer's extended warranty company prior to submitting any goodwill claim. IF the compressor is not a covered component, then it would be acceptable to submit as goodwill. As far as the tow? Check with the ext warr com...
Re: Exterior Roof Panel - 06/10/2008
... prefaced with the following text: This recall was released in phases. As each phase was released, Customer Satisfaction Program 05112 was cancelled. Vehicles that were not repaired under Customer Satisfaction Program 05112 were transferred into this...
Re: 07035 - 06/11/2008
WE CAME ACROSS THE SAMAE THING HERE UNDER SPECIAL POLICY AND THEN WHEN CUSTOMER RECEIVED RECALL WE HAD TO DO IT AGAIN USINGMA/96 AS YOU WOULD WITH ANY RECALL CLAIM AND IT PAID.
Re: Taking a Poll - 06/16/2008
... and not getting paid to do it. Also getting the service advisors to get better descriptions of the customer's complaint and their signature. 7. What do you think is the easiest part of your job? Making the new vehicle files, purging, and putting on...
Re: Follow Up Phone Calls - 04/16/2008
We do follow-up calls on service calls. I see from the postings that it is very beneficial to make calls on all aspects of service to the customer.
GMPP - 04/29/2008
I'm brand new. Does GMPP not pay for "customer concern not duplicated"? I was told it didn't by someone unsure of their own answer.
Re: GM - 05/08/2008
YOU COULD ALWAYS TRY SUBMITTING TO EXT WARRANTY (GMPP) AND WHAT THEY DO NOT COVER SUBMIT TO AVM. IF CUST HAS DEDUCTIBLE WITH EXT WARRANTY SEE IF SERVICE MGR WANTS TO GOODWILL THAT OR HAVE THE CUSTOMER PAY IT.
... 94K. The question is: what is the warranty on the engine when GM pays for this install. If the customer buys it the warranty would be 36 months/100K miles. Is this the same when installed under warranty?...
Re: Engine Warranty Question - 01/15/2009
Is the customer paying for any of the repair-deductible or labor or anything? Is this a parts warranty to start with? All changes the coverage.
Re: GMPP RADIOS AND CLUSTERS - 01/09/2009
Are you referring to the sales tax on the deductible? The deductible tax as of 8/1/08 has to be paid by the customer per GMPP. There should not be tax charged to you or GMPP on the radio or cluster bill.
Re: Service Records Retention Question - 01/13/2009
... 2-YEARS" FILED ON SHELVES IN OFFICE AND KEEPS THE REST BOXED UP IN SHED. WE PUT A NOTE ON CUSTOMERS FILE WHEN WE HAVE PURGED IT OFF THE SHELVES & SENT TO SHED / OR COMPLETELY PURGED & SHREDDED ..... STATE (CALIFORNIA) REQUIRES 5-YEARS...
Re: Oil leak diagnosis - 03/25/2009
We use a customer concerned not duplicated labor op for checking out and adding dye, varying time according to what was done. The CCND op actually allows for dye to be listed in the parts field. If all the tech does is add dye we run the CCND for the...
Re: Monday morning brain fog-- goodwill question - 03/23/2009
This is good to know I totally missed the part about customer pays labor. (Apologies to GM for the add'l expense I sent them.) I am also glad to see they have finally expanded it to 05.
Re: Oil leak diagnosis - 03/25/2009
... A/C, not oil leaks. We have occasionally put dye in, cleaned the engine really well, allowed the customer to drive it for a few days & return for inspection. If anything is truly leaking we include the time on the opcode that was used for part replacement...
Re: TRANS REPLACEMENT - 03/03/2009
2006 BUICK WITH AN IN SERVICE DATE OF 2001? I'D CHECK WITH THE PARTS DEPT ON THE LENGTH OF THE WARRANTY. I KNOW IF THE CUSTOMER PAYS THE WARRANTY IS MORE LIKE 5/100K BUT I'M NOT SURE ON WHAT IT IS WHEN WARRANTY PAYS.
Re: TRANS REPLACEMENT - 03/03/2009
I believe if Warranty pays full repair the part is covered for the remainder manufacturers warranty, and no less than a 12/12 warranty. If it's a goodwill situation and the customer pays any deductible at all they get the longer part warranty.
HAS THIS HAPPENED TO ANYONE ELSE? - 02/20/2009
I SENT OUT RECALL NOTICES LAST WEEK. I RECEIVED A CALL FROM ONE OUR CUSTOMERS STATING THAT GM SENT THEM NOTICE OF THE RECALL AND THE PART AND INSTRUCTIONS TO FIX IT. I'VE KNOWN ABOUT THE NOTICE BUT THIS WAS THE FIRST TIME I'D EVER HEARD OF THEM SENDING...
Re: WHERE CAN I FIND ??? - 02/24/2009
Where did you send the radio out to? If you use AJR, they will send the CD back to you once they remove and repair it. We have those all the time - my Parts Manager ends up calling the customer(s)to pick up their CD's from us.
Re: BRAKE CLEANING - 12/22/2008
Wouldn't a brake clean & adjust/inspect be regular maintenance? What was the customer's complaint? What type of vehicle is it? Why did the tech use so many cans of brake clean?
Re: BRAKE CLEANING - 12/24/2008
Agree with Mark,I use the caliper labor op for "brake Squeek" being in Montana see alot these.most likely would fall under maintenence however service manager signs off on for customer satisfaction.
Re: GMPP-BULLETIN (CLAIM REJECT CLERIFICATION) - 12/05/2008
... advisor called it in and it was covered. Sure it depends on the labor op and the coverage the customer might have and if it is a on going problem with the vehicle that directly pertains to a fix with that special labor op....
OPEN BUT EXPIRED RECALLS ??? - 12/08/2008
I HAVE A ENTERPRISE RENTAL VEHICLE IN THE SHOP, FOR AN UNRELATED CONCERN TO THE RECALL - BUT IT SHOWS #07255 "OPEN" BUT EXPIRED 10/31/08..... CAN WE STILL PERFORM ?, HOW DO YOU CLEAR ?, WHAT IF CUSTOMER HAS A PROBLEM LATER ON WITH THIS CONCERN ?
Re: GMPP AND TAXES - 10/22/2008
Kristen, based on the message prev. stated. I beleive this means that gmpp pays all the sales tax in the state of MI. Do you know of any separate Use tax that goes on the deductible? and would it be the responsibility of gmpp or the customer?
Re: How is business? - 11/19/2008
I'm in Southern Arkansas and both sales and service are slow. It does seem that we are getting more warranty and extended warranty customers in but not nearly the level we are used to.
Re: Tire Warranty - 06/25/2008
... use any document (tsb or PIT) to direct the technician on the necessary repair, but it would be customer pay if the vehicle is out of basic warranty(unless they have GMPP or another extended warranty)....
Re: Another goodwill question... - 07/09/2008
I would try to contact the customer's extended warranty company prior to submitting any goodwill claim. IF the compressor is not a covered component, then it would be acceptable to submit as goodwill. As far as the tow? Check with the ext warr com...
Re: Exterior Roof Panel - 06/10/2008
... prefaced with the following text: This recall was released in phases. As each phase was released, Customer Satisfaction Program 05112 was cancelled. Vehicles that were not repaired under Customer Satisfaction Program 05112 were transferred into this...
Re: 07035 - 06/11/2008
WE CAME ACROSS THE SAMAE THING HERE UNDER SPECIAL POLICY AND THEN WHEN CUSTOMER RECEIVED RECALL WE HAD TO DO IT AGAIN USINGMA/96 AS YOU WOULD WITH ANY RECALL CLAIM AND IT PAID.
Re: Taking a Poll - 06/16/2008
... and not getting paid to do it. Also getting the service advisors to get better descriptions of the customer's complaint and their signature. 7. What do you think is the easiest part of your job? Making the new vehicle files, purging, and putting on...
Re: Follow Up Phone Calls - 04/16/2008
We do follow-up calls on service calls. I see from the postings that it is very beneficial to make calls on all aspects of service to the customer.
GMPP - 04/29/2008
I'm brand new. Does GMPP not pay for "customer concern not duplicated"? I was told it didn't by someone unsure of their own answer.
Re: GM - 05/08/2008
YOU COULD ALWAYS TRY SUBMITTING TO EXT WARRANTY (GMPP) AND WHAT THEY DO NOT COVER SUBMIT TO AVM. IF CUST HAS DEDUCTIBLE WITH EXT WARRANTY SEE IF SERVICE MGR WANTS TO GOODWILL THAT OR HAVE THE CUSTOMER PAY IT.
Re: GMPP CLAIM-CALIBRATED ACTUATOR - 05/21/2008
... operation code. Use the CARES converstion table and find out if the repair made is covered by the customer's policy. I have not run across any GMPP policies that have paid for recalibrations, but I always check to be sure. Do you have a copy of t...
Re: MARK OF EXCELLENCE QUESTION - 05/21/2008
... THIS HAS TWO PDF FILES THAT MAY HELP YOU. NEW VEHICLE DELIVERY SYSTEM COMPLETELY SATISFIED AND CUSTOMER SATISFACTION WITH CONSULTATION AT DELIVERY. GLOVE BOX MATERIALS ARE PRESENTED TO THE OWNER AT TIME OF DELIVERY. AS FAR AS THE DEALERSHIP, KEEPING...
Re: HELP - 05/07/2008
... alot of tourist .. we found the problem in this instance we have a transmission problem.... the customer wanted to risk it and take it back to there dealer but we diagnosis it ... I think we need to get paid for our time and the vechicle is still under...
Re: GM "STEERING SHAFT" CONCERN - 05/08/2008
OUR AVM SAYS THAT IF THE CUSTOMER HAS AN EXTENDED WARRANTY AND IT COVERS THE I-SHAFT, THEN THE EXT WARRANTY CO. SHOULD BE CHARGED. IF IT IS NOT COVERED THEN DO A GOODWILL CLAIM. HE, ALSO, HAS PARAMETERS ON HOW MUCH OF THE CLAIM IS COVERED. FOR EXAMPLE,...
Re: DIAL INDICATOR READINGS ??? - 08/12/2008
... our AVM.We often see tie rods replaced for being "loose", especially as add-on repairs without customer complaints. Please be advised that there is a dial indicator measurement required. he made reference to document 1558592.one more thing to get...
Re: RR FLOOR LOAD PANEL ASSY - 04/09/2008
... heavy on it? That's not warrantable... need a failure like weak, cracked, warped, etc. Did the customer cause it? I always ask because if they did it is not a "manufacturer's defect". ...
Re: WARRANTY QUIZ - 07/14/2008
... HAS ANYONE TAKEN THE WARR. QUIZ FROM JUNE 2008 WARRANTY NEW LETTER? QUESTION 4 SAYS, "THE RENTAL REIMBURSEMENT RATE FOR THE PONTIAC G6 IS $37.00" TRUE OR FALSE. I ANSWERED TRUE AND GOT IT WRONG. DON'T UNDERSTAND WHY I AM WRONG. THANKS FOR ANY HELP I...
Re: Tire Claim - 07/14/2008
... is that the vehicle came from the factory misaligned, and due to the type of misalignment the customer would not have noticed a pull but bad gas mileage. The damage is supposedly from this misalignment. Can this be claimed?...
GMPP - GM DIESEL WARRANTY DEDUCT CONFUSION ?? - 08/05/2008
... A $200 DEDUCT-- BUT I HAVE 1-LINE COVERED BY GM DIESEL WARRANTY WITH $100 DEDUCT ------ DO I BILL CUSTOMER $300 DEDUCT OR WILL GMPP PAY THE GM DIESEL DEDUCT & HOW WOULD I SUBMIT THAT ?????...
Re: cadillac premium care - 07/17/2008
SO, JUST BECAUSE THEY HAVE PREMIUM CARE IT DOESNT MEAN THAT THEY GET LOF AND ROTATES PAID FOR?? THIS CUSTOMER DOES NOT HAVE A COUPON. THANKS
GMPP AND TAXES - 10/09/2008
Can someone please help. Do any of you charge additional taxes on gmpp for the ded. For instance in MI tax is 6% so has anyone ever charged the gmpp customer a 106.00 deductible?
Re: Body Leak Testing - 09/18/2008
What opcode would you use? Customer concern not duplicated for body leak doesnt have a repair group category. HMMMMM.
Re: VEHICLE MODIFIED - 09/12/2008
No, Warranty is not respondsible. But, that said, did the customer buy the truck like that? If they did, from your dealership, some assistance should be offered internally. If it's something they did or had done on their own, I'd ask them to pay the difference...
LEAK TESTING - 02/20/2008
... with dye on the line. What if my tech. cant find a leak but puts dye in the system and has the customer come back. How do I get the tech. paid for his time to check for the leak? Thanks for your time....
Quantity of Claims Submitted & Other Duties - 03/18/2008
... dealership and I probably code & submit around 25-30 a day. I also do follow-up for all service customers and back up the service desk. What other jobs do you all do at your dealerships?...
Re: DEX-COOL PROTECTION - 04/07/2008
... THE ENGINE COOLANT, IT IS GOOD FOR 150,000 MILES (OR FIVE YEARS WHICHEVER COMES FIRST). IF THE CUSTOMER HAS FILLED THEIR RESERVOIR WITH PLAIN WATER OR ANOTHER TYPE OF COOLANT,THE CORRECT MIXTURE OF WATER/COOLANT WILL BE INCORRECT. THIS MAY REQUIRE COOLANT...
Re: Rules Have Reasons - 04/01/2008
... of a lift a few years back. NOBODY is allowed in the vehicle higher than 1 foot off the ground. Customers absolutely are not allowed to stay in their vehicles or go into the shop unaccompanied. Whose insurance is paying for the damages?...
Re: WIPER BLADES - 03/27/2008
Check out 1.2 - Warranty Coverage Guidelines, 1.2.1 - Items Covered by Warranty, 1.2.1.2 - Adjustments and Wear Items- IF the wiper blade has a manufacturer's defect it is warrantable. If it is wear, it is customer pay. Talk to your technician.
batteries - 02/28/2008
Ok I hate Batteries... I have a customer who purchased a battery. They are out of warrenty however the battery they purchased had to be replaced. I thought acdelco pays for the battery and gm pays the labor. HELP ME OUT SOMEONE !!!
Re: batteries - 02/29/2008
Unfortunately delco covers the battery but, the delco battery warranty has to my knowledge has no labor coverage if it is in the 12/12k we cover the labor. otherwise the customer pays.
GOODWILL/EMPOWERMENT - 03/11/2008
I THINK I READ SOMEWHERE THAT GOODWILL ASSISTANCE IS TO BE USED FOR CUSTOMER VEHICLES ONLY AND NOT "IN STOCK" VEHICLES. CAN ANYONE DIRECT ME TO A BULLETIN OR DOCUMENT THAT MIGHT STATE THAT? I'VE ALREADY LOOKED AT 05-00-89-055B WHICH DESCRIBES DEALER...
Forum - 12/17/2007
Someone correct me if I'm wrong, but if a customer comes in with a complaint and it takes 2 or more corrections to fix the complaint, should that all not go on the one line? Or would you need a separate line for each op code?
Lost Dog - 02/18/2008
We have a customer that uses his vehicle to drive around his farm; he always opens the trunk so his dog can climb in and go for a ride also. Well, one day the wife takes the vehicle to town to get groceries. She gets home, opens the trunk to take out...
HELP - 01/17/2008
I have a 06 Deville that came in for a recall. We provided one way shuttle for customer. Do I file the shuttle as goodwill? Part of me says I have to good will it because it is so far out on miles and time but I'm not 100% sure.
BURNED CDS AND DVDS - 01/24/2008
DOES ANYONE KNOW OF A BULLETIN THAT RECOMMENDS CUSTOMERS TO NOT PUT BURNED CDS AND DVDS IN THE CD/DVD SYSTEM IN THEIR VEHICLE??? THE ONLY ONE THAT I COULD FIND IS 05-08-44-001 DOC ID 1586296
... operation code. Use the CARES converstion table and find out if the repair made is covered by the customer's policy. I have not run across any GMPP policies that have paid for recalibrations, but I always check to be sure. Do you have a copy of t...
Re: MARK OF EXCELLENCE QUESTION - 05/21/2008
... THIS HAS TWO PDF FILES THAT MAY HELP YOU. NEW VEHICLE DELIVERY SYSTEM COMPLETELY SATISFIED AND CUSTOMER SATISFACTION WITH CONSULTATION AT DELIVERY. GLOVE BOX MATERIALS ARE PRESENTED TO THE OWNER AT TIME OF DELIVERY. AS FAR AS THE DEALERSHIP, KEEPING...
Re: HELP - 05/07/2008
... alot of tourist .. we found the problem in this instance we have a transmission problem.... the customer wanted to risk it and take it back to there dealer but we diagnosis it ... I think we need to get paid for our time and the vechicle is still under...
Re: GM "STEERING SHAFT" CONCERN - 05/08/2008
OUR AVM SAYS THAT IF THE CUSTOMER HAS AN EXTENDED WARRANTY AND IT COVERS THE I-SHAFT, THEN THE EXT WARRANTY CO. SHOULD BE CHARGED. IF IT IS NOT COVERED THEN DO A GOODWILL CLAIM. HE, ALSO, HAS PARAMETERS ON HOW MUCH OF THE CLAIM IS COVERED. FOR EXAMPLE,...
Re: DIAL INDICATOR READINGS ??? - 08/12/2008
... our AVM.We often see tie rods replaced for being "loose", especially as add-on repairs without customer complaints. Please be advised that there is a dial indicator measurement required. he made reference to document 1558592.one more thing to get...
Re: RR FLOOR LOAD PANEL ASSY - 04/09/2008
... heavy on it? That's not warrantable... need a failure like weak, cracked, warped, etc. Did the customer cause it? I always ask because if they did it is not a "manufacturer's defect". ...
Re: WARRANTY QUIZ - 07/14/2008
... HAS ANYONE TAKEN THE WARR. QUIZ FROM JUNE 2008 WARRANTY NEW LETTER? QUESTION 4 SAYS, "THE RENTAL REIMBURSEMENT RATE FOR THE PONTIAC G6 IS $37.00" TRUE OR FALSE. I ANSWERED TRUE AND GOT IT WRONG. DON'T UNDERSTAND WHY I AM WRONG. THANKS FOR ANY HELP I...
Re: Tire Claim - 07/14/2008
... is that the vehicle came from the factory misaligned, and due to the type of misalignment the customer would not have noticed a pull but bad gas mileage. The damage is supposedly from this misalignment. Can this be claimed?...
GMPP - GM DIESEL WARRANTY DEDUCT CONFUSION ?? - 08/05/2008
... A $200 DEDUCT-- BUT I HAVE 1-LINE COVERED BY GM DIESEL WARRANTY WITH $100 DEDUCT ------ DO I BILL CUSTOMER $300 DEDUCT OR WILL GMPP PAY THE GM DIESEL DEDUCT & HOW WOULD I SUBMIT THAT ?????...
Re: cadillac premium care - 07/17/2008
SO, JUST BECAUSE THEY HAVE PREMIUM CARE IT DOESNT MEAN THAT THEY GET LOF AND ROTATES PAID FOR?? THIS CUSTOMER DOES NOT HAVE A COUPON. THANKS
GMPP AND TAXES - 10/09/2008
Can someone please help. Do any of you charge additional taxes on gmpp for the ded. For instance in MI tax is 6% so has anyone ever charged the gmpp customer a 106.00 deductible?
Re: Body Leak Testing - 09/18/2008
What opcode would you use? Customer concern not duplicated for body leak doesnt have a repair group category. HMMMMM.
Re: VEHICLE MODIFIED - 09/12/2008
No, Warranty is not respondsible. But, that said, did the customer buy the truck like that? If they did, from your dealership, some assistance should be offered internally. If it's something they did or had done on their own, I'd ask them to pay the difference...
LEAK TESTING - 02/20/2008
... with dye on the line. What if my tech. cant find a leak but puts dye in the system and has the customer come back. How do I get the tech. paid for his time to check for the leak? Thanks for your time....
Quantity of Claims Submitted & Other Duties - 03/18/2008
... dealership and I probably code & submit around 25-30 a day. I also do follow-up for all service customers and back up the service desk. What other jobs do you all do at your dealerships?...
Re: DEX-COOL PROTECTION - 04/07/2008
... THE ENGINE COOLANT, IT IS GOOD FOR 150,000 MILES (OR FIVE YEARS WHICHEVER COMES FIRST). IF THE CUSTOMER HAS FILLED THEIR RESERVOIR WITH PLAIN WATER OR ANOTHER TYPE OF COOLANT,THE CORRECT MIXTURE OF WATER/COOLANT WILL BE INCORRECT. THIS MAY REQUIRE COOLANT...
Re: Rules Have Reasons - 04/01/2008
... of a lift a few years back. NOBODY is allowed in the vehicle higher than 1 foot off the ground. Customers absolutely are not allowed to stay in their vehicles or go into the shop unaccompanied. Whose insurance is paying for the damages?...
Re: WIPER BLADES - 03/27/2008
Check out 1.2 - Warranty Coverage Guidelines, 1.2.1 - Items Covered by Warranty, 1.2.1.2 - Adjustments and Wear Items- IF the wiper blade has a manufacturer's defect it is warrantable. If it is wear, it is customer pay. Talk to your technician.
batteries - 02/28/2008
Ok I hate Batteries... I have a customer who purchased a battery. They are out of warrenty however the battery they purchased had to be replaced. I thought acdelco pays for the battery and gm pays the labor. HELP ME OUT SOMEONE !!!
Re: batteries - 02/29/2008
Unfortunately delco covers the battery but, the delco battery warranty has to my knowledge has no labor coverage if it is in the 12/12k we cover the labor. otherwise the customer pays.
GOODWILL/EMPOWERMENT - 03/11/2008
I THINK I READ SOMEWHERE THAT GOODWILL ASSISTANCE IS TO BE USED FOR CUSTOMER VEHICLES ONLY AND NOT "IN STOCK" VEHICLES. CAN ANYONE DIRECT ME TO A BULLETIN OR DOCUMENT THAT MIGHT STATE THAT? I'VE ALREADY LOOKED AT 05-00-89-055B WHICH DESCRIBES DEALER...
Forum - 12/17/2007
Someone correct me if I'm wrong, but if a customer comes in with a complaint and it takes 2 or more corrections to fix the complaint, should that all not go on the one line? Or would you need a separate line for each op code?
Lost Dog - 02/18/2008
We have a customer that uses his vehicle to drive around his farm; he always opens the trunk so his dog can climb in and go for a ride also. Well, one day the wife takes the vehicle to town to get groceries. She gets home, opens the trunk to take out...
HELP - 01/17/2008
I have a 06 Deville that came in for a recall. We provided one way shuttle for customer. Do I file the shuttle as goodwill? Part of me says I have to good will it because it is so far out on miles and time but I'm not 100% sure.
BURNED CDS AND DVDS - 01/24/2008
DOES ANYONE KNOW OF A BULLETIN THAT RECOMMENDS CUSTOMERS TO NOT PUT BURNED CDS AND DVDS IN THE CD/DVD SYSTEM IN THEIR VEHICLE??? THE ONLY ONE THAT I COULD FIND IS 05-08-44-001 DOC ID 1586296
50/50 SPLIT - 01/30/2008
... Our service dept did a 50/50 split. The service advisor has already closed the ticket for customer. How in the world do I claim this ticket. I have looked through P&P, Claims book, and 2 J&L warranty books and I cant find the answer. I would love...
GMPP DEDUCTIBLE OVERRIDE - 02/11/2008
... good question to ask on this forum. I had a steering shaft replacement on an '03 Silverado. The customer had a GMPP deductible of 100.00 and my manager authorized a deductible override. I submitted the claim for the full amt. (113.70) as a claim type...
CODING CONFUSION - 11/27/2007
... CODE #C0455 & DOC#1898992.. FOLLOWED DOCUMENT AS INSTRUCTED / NOTHING REPLACED, VEH RETURNED TO CUSTOMER "TECH HAS 1.0HRS" -- WOULD THIS FALL UNDER A COVERED NPF LABOR OP OR INTERNAL LINE ...
Forum - 11/28/2007
... be claimed. Usually I am really carefull about how often I use NPF's, I will use them if the customer has a history of being a "pain" or the vehicle has been in numberous times for the same complaint. ...
busted knuckles - 11/19/2007
Yes Tim, We were both covered. The sad part was that the owner would not press charges against the customer. He didn't want the publicity.......
PURCHASE ORDERS - 12/20/2007
i HAVE A CLAIM WHERE THE CUSTOMER NEVER TOOK RENTAL VEHICLE.. AND DUE TO THE CUST PAY PORTION ALREADY CLOSED & AM UNABLE TO VOID OUT THE WARRANTY RENTAL PO -- I DONT WANT IT TO STAY OPEN, BUT I AM NOT SURE HOW TO GET RID OF IT ??
Re: RO'S WITH PARTS ON ORDER - 01/03/2008
We close out sop ro's. If there's parts on the RO that are ordered and not here, I have parts remove them from the RO. My parts dept uses the customer # a lot to order the parts and that seems to work well.
Forum - 09/19/2007
... responsible party. There is quite a bit of valuable information that should be reviewed when the customer is dropping off their vehicle, i.e. service contracts, restrictions, recalls, etc. In the event the consultant fails to perform the VIS, I would...
Forum - 09/19/2007
... My s/a's know not to bring me an RO with any question without the GMVISS attached. Even if it is a customer pay question, I look for a viss (and a multi-point inspection) on every ro or I hand it back to the s/a without an answer....
50/50 split - 09/24/2007
I do the 50/50 split as set up in R&R. Only set-back is when the R-o gets invoiced before I do my W work. After all my ducks are in a row, the R-O gets invoiced, the customer pays their portion and I submit for the other 50%.
TIRE PRESSURE MONITOR - 11/14/2007
... to the vehicle, all SI's are completed. Does anybody feel this is a warranty repair or possibly customer getting the vehicle in the learning mode not understanding what they just did? If it is warranty, how would you code it?...
Chevrolet, Buick, GMC, and Cadillac Protection Products - 08/10/2017
... offer continuous coverage and benefits that continue after the new vehicle warranty expires. Customers have the option of choosing the coverage that best suits their needs either Silver or Platinum, as well as the deductible and contract term. If a covered...
Warranty Parts Center - 10/21/2022
... Plant, Assembly Plant and Brand Quality Management personnel to perform root cause analysis of customer product concerns. The WPC issues specific part return requests to the Service Agent to obtain the desired parts. Service Agents must return the requested...
Forum - 09/19/2007
If the Canadian vehicle owner is simply in the US as a tourist, verify the customer's residency and verify warranty eligibility by checking GMVIS for coverage. There is no need to submit with either a claim type or authorization code.
Freight - 09/19/2007
what is the latest update on freight being paid for warranty claims. if freight is paid is it for safety repairs only or for any parts that is ordered for customer satisfaction?
Trip Interruption Expense - 09/19/2007
I have a customer where we need to reimburse him for trip interruption expense. I know we have to put it in net item and h route with a explanation but..... I can not seem to locate a labor op anyone ideas to the labor op and/or how i could find it.
Warranty Briefs: Empowerment Level - 08/05/2022
... authority and the responsibility to make on-the-spot decisions with the hope of retaining current customers or to gain new customers. An important aspect of empowerment is to resolve the customer's concerns at the dealership level. Have you or someone...
Battery Transaction Requirements - 06/02/2023
... the same repair line with appropriate authorization for additional parts and OLH. In the event the customer had to have their battery replaced elsewhere and the battery is not available, enter "REIMBURSEMENT" in the tester code field. If the battery...
Authorizations and Attachments - 06/27/2023
... of the PET must be attached to the hard copy of the job card and attached to the transaction. The customer job card must fully itemize the amount of participation in the repair cost from GM, the dealer (if applicable), and the customer. A signed copy...
Forum - 09/19/2007
... to justify and verify expense ---original invoice & "proof of payment" ---copy of dealership reimbursement check You will need to H-Route the claim. Hope this helps....
Forum - 09/19/2007
I recieved my information at the impowerment meeting that was required for the local dealers in the Billings MT area. You could ask your dvm or give Mick Gonzalez a call at 805-373-8417 he is the Western Regional Customer Activies Manager. Mike
Forum - 09/19/2007
... repair order. [/quote] Like the cylinder bore piston sleeve re-liner tool, that is eligable for reimbursement OR return for refund. Don't miss out on this little ...oh by the way statement...it is the very last line of TSB 04-06-01-022B *A one time...
Major Assembly Replacements - 05/26/2021
... it is necessary to contact the PQC have the job card number, VIN, BAC code and a detailed customer concern available. In cases where it is most economical to replace the assembly, dealers may proceed with the replacement. It may be necessary to route...
Warranty Briefs: Wheel Alignment - 12/08/2017
... is the result of a factory defect or if the condition is a result of wear and tear which is the customer's responsibility. New vehicles are not to be aligned until they have accumulated at least 500 miles. Customers with incorrect alignment settings...
Paint Repairs - 10/02/2018
... management approval for an add on repair since this situation isn't a case where the customer added another concern but it may require approval as a pyramid repair. Once you have found the correct paint labor operation you will see a two-digit paint...
... Our service dept did a 50/50 split. The service advisor has already closed the ticket for customer. How in the world do I claim this ticket. I have looked through P&P, Claims book, and 2 J&L warranty books and I cant find the answer. I would love...
GMPP DEDUCTIBLE OVERRIDE - 02/11/2008
... good question to ask on this forum. I had a steering shaft replacement on an '03 Silverado. The customer had a GMPP deductible of 100.00 and my manager authorized a deductible override. I submitted the claim for the full amt. (113.70) as a claim type...
CODING CONFUSION - 11/27/2007
... CODE #C0455 & DOC#1898992.. FOLLOWED DOCUMENT AS INSTRUCTED / NOTHING REPLACED, VEH RETURNED TO CUSTOMER "TECH HAS 1.0HRS" -- WOULD THIS FALL UNDER A COVERED NPF LABOR OP OR INTERNAL LINE ...
Forum - 11/28/2007
... be claimed. Usually I am really carefull about how often I use NPF's, I will use them if the customer has a history of being a "pain" or the vehicle has been in numberous times for the same complaint. ...
busted knuckles - 11/19/2007
Yes Tim, We were both covered. The sad part was that the owner would not press charges against the customer. He didn't want the publicity.......
PURCHASE ORDERS - 12/20/2007
i HAVE A CLAIM WHERE THE CUSTOMER NEVER TOOK RENTAL VEHICLE.. AND DUE TO THE CUST PAY PORTION ALREADY CLOSED & AM UNABLE TO VOID OUT THE WARRANTY RENTAL PO -- I DONT WANT IT TO STAY OPEN, BUT I AM NOT SURE HOW TO GET RID OF IT ??
Re: RO'S WITH PARTS ON ORDER - 01/03/2008
We close out sop ro's. If there's parts on the RO that are ordered and not here, I have parts remove them from the RO. My parts dept uses the customer # a lot to order the parts and that seems to work well.
Forum - 09/19/2007
... responsible party. There is quite a bit of valuable information that should be reviewed when the customer is dropping off their vehicle, i.e. service contracts, restrictions, recalls, etc. In the event the consultant fails to perform the VIS, I would...
Forum - 09/19/2007
... My s/a's know not to bring me an RO with any question without the GMVISS attached. Even if it is a customer pay question, I look for a viss (and a multi-point inspection) on every ro or I hand it back to the s/a without an answer....
50/50 split - 09/24/2007
I do the 50/50 split as set up in R&R. Only set-back is when the R-o gets invoiced before I do my W work. After all my ducks are in a row, the R-O gets invoiced, the customer pays their portion and I submit for the other 50%.
TIRE PRESSURE MONITOR - 11/14/2007
... to the vehicle, all SI's are completed. Does anybody feel this is a warranty repair or possibly customer getting the vehicle in the learning mode not understanding what they just did? If it is warranty, how would you code it?...
Chevrolet, Buick, GMC, and Cadillac Protection Products - 08/10/2017
... offer continuous coverage and benefits that continue after the new vehicle warranty expires. Customers have the option of choosing the coverage that best suits their needs either Silver or Platinum, as well as the deductible and contract term. If a covered...
Warranty Parts Center - 10/21/2022
... Plant, Assembly Plant and Brand Quality Management personnel to perform root cause analysis of customer product concerns. The WPC issues specific part return requests to the Service Agent to obtain the desired parts. Service Agents must return the requested...
Forum - 09/19/2007
If the Canadian vehicle owner is simply in the US as a tourist, verify the customer's residency and verify warranty eligibility by checking GMVIS for coverage. There is no need to submit with either a claim type or authorization code.
Freight - 09/19/2007
what is the latest update on freight being paid for warranty claims. if freight is paid is it for safety repairs only or for any parts that is ordered for customer satisfaction?
Trip Interruption Expense - 09/19/2007
I have a customer where we need to reimburse him for trip interruption expense. I know we have to put it in net item and h route with a explanation but..... I can not seem to locate a labor op anyone ideas to the labor op and/or how i could find it.
Warranty Briefs: Empowerment Level - 08/05/2022
... authority and the responsibility to make on-the-spot decisions with the hope of retaining current customers or to gain new customers. An important aspect of empowerment is to resolve the customer's concerns at the dealership level. Have you or someone...
Battery Transaction Requirements - 06/02/2023
... the same repair line with appropriate authorization for additional parts and OLH. In the event the customer had to have their battery replaced elsewhere and the battery is not available, enter "REIMBURSEMENT" in the tester code field. If the battery...
Authorizations and Attachments - 06/27/2023
... of the PET must be attached to the hard copy of the job card and attached to the transaction. The customer job card must fully itemize the amount of participation in the repair cost from GM, the dealer (if applicable), and the customer. A signed copy...
Forum - 09/19/2007
... to justify and verify expense ---original invoice & "proof of payment" ---copy of dealership reimbursement check You will need to H-Route the claim. Hope this helps....
Forum - 09/19/2007
I recieved my information at the impowerment meeting that was required for the local dealers in the Billings MT area. You could ask your dvm or give Mick Gonzalez a call at 805-373-8417 he is the Western Regional Customer Activies Manager. Mike
Forum - 09/19/2007
... repair order. [/quote] Like the cylinder bore piston sleeve re-liner tool, that is eligable for reimbursement OR return for refund. Don't miss out on this little ...oh by the way statement...it is the very last line of TSB 04-06-01-022B *A one time...
Major Assembly Replacements - 05/26/2021
... it is necessary to contact the PQC have the job card number, VIN, BAC code and a detailed customer concern available. In cases where it is most economical to replace the assembly, dealers may proceed with the replacement. It may be necessary to route...
Warranty Briefs: Wheel Alignment - 12/08/2017
... is the result of a factory defect or if the condition is a result of wear and tear which is the customer's responsibility. New vehicles are not to be aligned until they have accumulated at least 500 miles. Customers with incorrect alignment settings...
Paint Repairs - 10/02/2018
... management approval for an add on repair since this situation isn't a case where the customer added another concern but it may require approval as a pyramid repair. Once you have found the correct paint labor operation you will see a two-digit paint...
Goodwill Clusters - 09/25/2007
my service manager goodwilled a cluster. the parts department ordered the cluster as customer pay. how do i get reimbursed for the price of the cluster. thanks
Forum - 09/19/2007
P&P Article 1.4.13(f) page 17: "Vehicles utilized for customer rentals are to be current or within the past two model years old." Article 1.4.13 contains a great deal of helpful information regarding the Courtesy Transportation program.
WARR RO'S NOT UPDATING INTO ACCT - 01/16/2008
... WITH THE AMOUNT GM SAID THEY WOULD PAY "IN NET", WHEN THE CREDIT MEMO PAID WE REIMBURSED THE CUSTOMER OFF THE CREDIT IN 263 --- NOW: WHEN YOU REVIEW THE RO IN 0056 IT HAS NOT UPDATED TO ACCT & SHOWS A CREDIT AMOUNT/OUT OF BALANCE....... ANY IDEAS WHAT...
Re: GMPP DEDUCTIBLE OVERIDE - 02/15/2008
GMPP is only responsible for the $100 if the customer has previously paid the $100.00 ded for the same complaint or cause. Otherwise the factory will pay this deductible with your managers authorization, submit to warr as a add credit on the GMPP claim...
Re: 04-06-03-013A CLARIFICATION - 03/18/2008
... and olh for reprogram and other repairs. I have been told that when you are dealing with a single customer concern and it took more than one fix you would put it all on one line(not separate) and add applicable time and parts. If you separate them it...
Re: L-FRT DOOR PAINT / SUBLET TO BODY SHOP - 09/26/2008
... parts and/or labor allowance as set forth in Articles 1.5.1 and 1.5.2. See Article 1.2.4.3 for reimbursement details when non-GM parts are used. Dealers are not to solicit charges from sublet shop higher than those customarily charged by the shop. Dealer...
Re: Ring My Bell - 10/13/2008
VERY funny! We had a customer who came in for a noise complaint. She was adamant that we find this noise on her NEW car! Seems she kept hearing a whoosh/scrape/thump noise from her dash area on turns. The tech rode with her, turned the corner and heard...
Re: RENTAL AND COURTESY TRANSPORTATION ON SAME RO? - 08/07/2008
F.Y.I. I HAVE HAD THEM GET PAID --- EXAMPLE OF MY COMMENTS HAVE BEEN..... 7/8/08 8:15AM COURTESY RIDE HOME, VEHICLE DOWN, CUSTOMER PUT IN RENTAL 7/8/08 3:30PM FOR 2 DAYS ---- & H-ROUTE GOOD LUCK
Re: BUYBACK STOCK VEHICLES - 08/21/2008
Policies & Procedures 4.1.7 states:GM Limited Warranty - Repurchased Vehicles All customer dissatisfaction trade/repurchases will be issued a GM Limited Warranty For Repurchased Vehicles (See GM Form 1800 below). The warranty provides bumper-to-bumper...
AUTH B - 08/11/2008
I HAVE A QUESTION ABOUT RELATED REPAIRS ON THE SAME RO. CUSTOMER HAS A CHECK ENGINE LIGHT AND A ABS LIGHT ON. BOTH ARE CONNECTOR PROBLEMS. CHECK ENGINE LIGHT WAS CAUSED DUE TO A CONNECTOR ON THE INPUT SPEED SENSOR LABOR OP N6629. ABS LIGHT WAS CAUSED...
goodwill battery N0110 ? - 08/15/2008
... FOR FUSE AND TOWING. HISTORY DOESN'T SUPPORT GOODWILLING A BATTERY. CAN YOU GOODWILL IT EVEN FOR "CUSTOMER SATISFACTION"?...
Re: COMPONENT LETTER - 05/16/2008
... time/mileage intervals and deductibles. GM Call Center must be contacted before offering to the customer. Goodwill offerings are reserved for those customers that are LOYAL, DESERVING and APPRECIATIVE. The Empowerment Process Template and Supporting...
Re: DISTRIBUTOR CAP - LABOR OP ??? - 05/30/2008
... dealer, the service department should take care of the labor costs, but if this is a transient customer, there will be labor costs incurred that will need to be claimed. Because there is such a difference in labor time and past vin model year, you may...
Vibe - intermittent no start condition - 12/04/2008
We are working on a 2009 Pontiac VIbe that the customer claims they have to keep jump starting in the morning because the battery is dead. They do park it in a garage overnight, and "swear to GOd" they are not leaving anything on in the car to drain...
Tire pump - 10/28/2008
... Buick. After checking the tires we found the drivers front to be a few pounds low. We asked the customer if she had been checking the tire pressures and she pulled out a tire pressure gauge and was happy to demonstrate as we got out the air hose and...
Re: GMPP AND TAXES - 10/30/2008
... GMPP rep; it does show applicable Michigan state tax on both parts and deductible - of which the customer is responsible for the 6% tax on the deductible. Happy Halloween! Kristen...
Re: DUAL HEADREST DVD - 10/30/2008
WAS THIS AN ACCESSORY THAT SALES ORDERED OR THE CUSTOMER REQUESTED. IF IT WAS AN ACCESSORY THAT SALES ORDERED THEN IT MOST LIKELY PAYS 1.1 AT $70 AN HOUR. WE HAVE BEEN DOING A LOT OF ACCESSORY PACKAGES AT OUR DEALERSHIP AND GET REIMBURSED FROM ADI AT...
Re: PDI-ADVANCED 2-WAY REMOTE START - 12/19/2008
HERE ARE A FEW BULLETINS THAT MAY HELP. #08-00-89-005B: GM Accessories VPO/LPO Programs - Reimbursement for Dealer Labor - (Aug 6, 2008) THIS IS IN GLOBAL CONNECT IN YOUR MESSAGES Service / Service / Service Operations / Service Operations / G_0000017321 HOPEFULLY...
Electric Body Contact question - 01/07/2009
2007 Buick Terraza-both sliding doors wont close without customer pushing manually -tech says electric body contacts on both sides & plunger harness on left side corroded. How would you put this in? Split into two lines, one with 1 part, other with...
Fuel Question - 12/24/2008
... the service manager says I can get this paid for by GM. Any suggestions how? I would think the customer would be responsible for the fuel. In a situation where the technician USED fuel for diagnosis, it would make sense to me to try to recover the...
Re: DMS INTERACTIVE & PDI DEALER INSTALL ACCESSORIES - 03/10/2010
Rhonda, my computer is acting up this morning and won't pull your question back up, so I hope this gets to you. For PDI reimbursement for use labor op Z6998, the time for the work done goes in additional time, not base time and transaction type is ZPDI....
Re: DURASTOP and GWM - 04/06/2010
Probably need to do it as ZPTI, but mark the customer enthusiasm indicator and then auth. as a policy decision (goodwill), like we're told to do for Lifetime parts. I'd question why pads are being covered over the 12 mo. period, but sounded like it...
Re: Chrome Wheel Supplier questions - 05/10/2010
... Therefore, ordering from Keystone (Transwheel) is better for GM by being cheaper, better for the customer with the warranty, but we don't get to make any extra money on it by marking up the cost. So it's not really better for the dealers. Intere...
Tire Warranty Wear due to Alignment - 02/19/2010
... Impala with tire wear issues. We replaced 2 tires at 6,295 due to alignment being out. Now customer is back at 10,195 miles with same complaint for the other two tires with an alignment issue again. We are wondering if we should claim under the tire...
Re: OIL, LUBE, AND FILTER COUPONS.... - 02/24/2010
IF YOU A FAX# - I CAN FAX YOU A COPY OF WHAT I HAVE.... NORMAL & DIESELS ARE INCLUDED IN THE $30.00 REIMBURSEMENT SYNTHETIC IS $45.00 IF ON WINS: Z2228 MJ-98 NET-$30 OR $45 IF GWM: Z2228 TRANS TYPE ZSSP NET-$30 OR $45 H-ROUTE VEHICLE YEAR 2000 & O...
my service manager goodwilled a cluster. the parts department ordered the cluster as customer pay. how do i get reimbursed for the price of the cluster. thanks
Forum - 09/19/2007
P&P Article 1.4.13(f) page 17: "Vehicles utilized for customer rentals are to be current or within the past two model years old." Article 1.4.13 contains a great deal of helpful information regarding the Courtesy Transportation program.
WARR RO'S NOT UPDATING INTO ACCT - 01/16/2008
... WITH THE AMOUNT GM SAID THEY WOULD PAY "IN NET", WHEN THE CREDIT MEMO PAID WE REIMBURSED THE CUSTOMER OFF THE CREDIT IN 263 --- NOW: WHEN YOU REVIEW THE RO IN 0056 IT HAS NOT UPDATED TO ACCT & SHOWS A CREDIT AMOUNT/OUT OF BALANCE....... ANY IDEAS WHAT...
Re: GMPP DEDUCTIBLE OVERIDE - 02/15/2008
GMPP is only responsible for the $100 if the customer has previously paid the $100.00 ded for the same complaint or cause. Otherwise the factory will pay this deductible with your managers authorization, submit to warr as a add credit on the GMPP claim...
Re: 04-06-03-013A CLARIFICATION - 03/18/2008
... and olh for reprogram and other repairs. I have been told that when you are dealing with a single customer concern and it took more than one fix you would put it all on one line(not separate) and add applicable time and parts. If you separate them it...
Re: L-FRT DOOR PAINT / SUBLET TO BODY SHOP - 09/26/2008
... parts and/or labor allowance as set forth in Articles 1.5.1 and 1.5.2. See Article 1.2.4.3 for reimbursement details when non-GM parts are used. Dealers are not to solicit charges from sublet shop higher than those customarily charged by the shop. Dealer...
Re: Ring My Bell - 10/13/2008
VERY funny! We had a customer who came in for a noise complaint. She was adamant that we find this noise on her NEW car! Seems she kept hearing a whoosh/scrape/thump noise from her dash area on turns. The tech rode with her, turned the corner and heard...
Re: RENTAL AND COURTESY TRANSPORTATION ON SAME RO? - 08/07/2008
F.Y.I. I HAVE HAD THEM GET PAID --- EXAMPLE OF MY COMMENTS HAVE BEEN..... 7/8/08 8:15AM COURTESY RIDE HOME, VEHICLE DOWN, CUSTOMER PUT IN RENTAL 7/8/08 3:30PM FOR 2 DAYS ---- & H-ROUTE GOOD LUCK
Re: BUYBACK STOCK VEHICLES - 08/21/2008
Policies & Procedures 4.1.7 states:GM Limited Warranty - Repurchased Vehicles All customer dissatisfaction trade/repurchases will be issued a GM Limited Warranty For Repurchased Vehicles (See GM Form 1800 below). The warranty provides bumper-to-bumper...
AUTH B - 08/11/2008
I HAVE A QUESTION ABOUT RELATED REPAIRS ON THE SAME RO. CUSTOMER HAS A CHECK ENGINE LIGHT AND A ABS LIGHT ON. BOTH ARE CONNECTOR PROBLEMS. CHECK ENGINE LIGHT WAS CAUSED DUE TO A CONNECTOR ON THE INPUT SPEED SENSOR LABOR OP N6629. ABS LIGHT WAS CAUSED...
goodwill battery N0110 ? - 08/15/2008
... FOR FUSE AND TOWING. HISTORY DOESN'T SUPPORT GOODWILLING A BATTERY. CAN YOU GOODWILL IT EVEN FOR "CUSTOMER SATISFACTION"?...
Re: COMPONENT LETTER - 05/16/2008
... time/mileage intervals and deductibles. GM Call Center must be contacted before offering to the customer. Goodwill offerings are reserved for those customers that are LOYAL, DESERVING and APPRECIATIVE. The Empowerment Process Template and Supporting...
Re: DISTRIBUTOR CAP - LABOR OP ??? - 05/30/2008
... dealer, the service department should take care of the labor costs, but if this is a transient customer, there will be labor costs incurred that will need to be claimed. Because there is such a difference in labor time and past vin model year, you may...
Vibe - intermittent no start condition - 12/04/2008
We are working on a 2009 Pontiac VIbe that the customer claims they have to keep jump starting in the morning because the battery is dead. They do park it in a garage overnight, and "swear to GOd" they are not leaving anything on in the car to drain...
Tire pump - 10/28/2008
... Buick. After checking the tires we found the drivers front to be a few pounds low. We asked the customer if she had been checking the tire pressures and she pulled out a tire pressure gauge and was happy to demonstrate as we got out the air hose and...
Re: GMPP AND TAXES - 10/30/2008
... GMPP rep; it does show applicable Michigan state tax on both parts and deductible - of which the customer is responsible for the 6% tax on the deductible. Happy Halloween! Kristen...
Re: DUAL HEADREST DVD - 10/30/2008
WAS THIS AN ACCESSORY THAT SALES ORDERED OR THE CUSTOMER REQUESTED. IF IT WAS AN ACCESSORY THAT SALES ORDERED THEN IT MOST LIKELY PAYS 1.1 AT $70 AN HOUR. WE HAVE BEEN DOING A LOT OF ACCESSORY PACKAGES AT OUR DEALERSHIP AND GET REIMBURSED FROM ADI AT...
Re: PDI-ADVANCED 2-WAY REMOTE START - 12/19/2008
HERE ARE A FEW BULLETINS THAT MAY HELP. #08-00-89-005B: GM Accessories VPO/LPO Programs - Reimbursement for Dealer Labor - (Aug 6, 2008) THIS IS IN GLOBAL CONNECT IN YOUR MESSAGES Service / Service / Service Operations / Service Operations / G_0000017321 HOPEFULLY...
Electric Body Contact question - 01/07/2009
2007 Buick Terraza-both sliding doors wont close without customer pushing manually -tech says electric body contacts on both sides & plunger harness on left side corroded. How would you put this in? Split into two lines, one with 1 part, other with...
Fuel Question - 12/24/2008
... the service manager says I can get this paid for by GM. Any suggestions how? I would think the customer would be responsible for the fuel. In a situation where the technician USED fuel for diagnosis, it would make sense to me to try to recover the...
Re: DMS INTERACTIVE & PDI DEALER INSTALL ACCESSORIES - 03/10/2010
Rhonda, my computer is acting up this morning and won't pull your question back up, so I hope this gets to you. For PDI reimbursement for use labor op Z6998, the time for the work done goes in additional time, not base time and transaction type is ZPDI....
Re: DURASTOP and GWM - 04/06/2010
Probably need to do it as ZPTI, but mark the customer enthusiasm indicator and then auth. as a policy decision (goodwill), like we're told to do for Lifetime parts. I'd question why pads are being covered over the 12 mo. period, but sounded like it...
Re: Chrome Wheel Supplier questions - 05/10/2010
... Therefore, ordering from Keystone (Transwheel) is better for GM by being cheaper, better for the customer with the warranty, but we don't get to make any extra money on it by marking up the cost. So it's not really better for the dealers. Intere...
Tire Warranty Wear due to Alignment - 02/19/2010
... Impala with tire wear issues. We replaced 2 tires at 6,295 due to alignment being out. Now customer is back at 10,195 miles with same complaint for the other two tires with an alignment issue again. We are wondering if we should claim under the tire...
Re: OIL, LUBE, AND FILTER COUPONS.... - 02/24/2010
IF YOU A FAX# - I CAN FAX YOU A COPY OF WHAT I HAVE.... NORMAL & DIESELS ARE INCLUDED IN THE $30.00 REIMBURSEMENT SYNTHETIC IS $45.00 IF ON WINS: Z2228 MJ-98 NET-$30 OR $45 IF GWM: Z2228 TRANS TYPE ZSSP NET-$30 OR $45 H-ROUTE VEHICLE YEAR 2000 & O...
Re: Part questions - 12/02/2009
... if there is a time restriction on returns for transmissions. Was it for a warranty claim or customer pay? If it was for warranty & WPC requested it for inspection THEN you would put in a claim for the core charge. I've never had WPC request a transmission...
Re: Excessive rental - 12/15/2009
... dealership. We do have rental vehicles available, but our service manager likes to use them for customers who have extensive repairs only. Everyone else gets dropped off or picked up. He said that was how our DVM wanted things done in our district...
Hummer emergency repair - 12/31/2009
We are a Chevy Dealer. Anyone know if I can get paid for an emergency repair on a Hummer? Blower motor resistor shorted out. Customer could not clear fogged up windows. Thanks in advance.
Re: CLARIFICATION: PROPER TECH LABOR TIME - 09/28/2009
Your tech deserves .7 hours. The way I always use to describe it to customers who ask or in this case the rep if I had put a tech on it who punched .4 diag and 1.0 replace he wouldn't get paid 1.4 because we do not pay actual hours we pay a flat rate...
Re: Part Warranty - 09/08/2009
... purchase. "Original Purchase" refers to the actual part you are replacing not the first time the customer paid. ...
Mice Break-in - 09/11/2009
A customer was concerned when we told her mice had been in her car and had chewed up some of her wiring. She just couldn't understand how that could happen. She stated... "But I keep the doors locked how do they get in?" ------------------------------------------ Thank...
Re: Quick Tip from Aug 2008 about Engine Dye question - 08/12/2009
... be closed (typically as an internal repair) when the vehicle leaves the dealership. When the customer returns to the dealership for repair of the leak, open a new repair order (with current mileage) to account for the repair time, including diagnosi...
Re: Another fuel question - 06/26/2009
[quote] Christalyn: GM would rather satisfy a customer with $10 in fuel than have them leave your dealership on an unpleasant note. [/quote] Yes, I agree with you 100%!
Re: 2010 CAMARO - STRIPS - 08/05/2009
... LPO code documented within the vehicle build section of GMVIS. A warranty claim is submitted for reimbursement for the installation of the accessory with labor operation Z6998 and claim type I. The applicable LPO codes and add times are listed below: *To...
Re: Moving to ADP from Reynolds - 07/21/2009
... more features could be installed for a higher cost). It is such a pain in the rump to find a customer.. can't search by phone # at all, then if you go past the screen you want, you have to start over (no back page feature). As far as warranty, when...
Re: Recall Policies & Procedures question - 05/20/2009
... steering gear assembly. It actually specifies DEALER. It also gives special instruction for reimbursement. IT DOES NOT SAY YOU CAN PAY AN AFTERMARKET SHOP. I would use this as my documentation. Stick to your guns on this one (it's not yet illegal...
Re: #07187C: Special Coverage Adjustment - Instrument Panel Cluster Gauge Needle Function - - 04/21/2009
From the Customer Letter section of the Special Coverage Adjustment: "What You Should Do: Repairs and adjustments qualifying under this special coverage must be performed by a General Motors dealer." Additionally, the policy covers the vehicle for 7 years...
I am stumped again..... - 04/21/2009
2007 G6 with 17,922 miles. Customer complaint: brakes pulsate & are squeaking. Tech duplicated conditions, inspected brakes & found LF & LR calipers leaking at the pistons, excessive runout on all 4 rotors and pads contaminated from brake fluid. He...
Re: GLOBAL WARRANTY MANAGEMENT AND ADP - 12/02/2010
... it prints only the warranty copy and accounting copy. That way we're not throwing away a 2nd customer/internal copy. I also use the 1st warranty copy for parts to scrap off of. We have been using lots of extra paper also and have set up other printer...
Re: GLOBAL WARRANTY MANAGEMENT AND ADP - 12/06/2010
... ADP to close it out for accounting, and once on Global Warranty Management. Our set up has one customer copy and 2 accounting copies. Obviously, the customer gets one, one gets attached to the hard card (original work order/invoice/RO) and one goes...
Re: HUMMER - COMPLIMENTARY MAINTANENCE COUPONS - 11/15/2010
Dealer Reimbursement Process: For each valid lube, oil, filter, four-tire rotation, and 27-point vehicle inspection certificate redeemed at your dealership, GM will reimburse your dealership $20. Dealers should submit claims through...
warranty for warpped brake rotors - 09/23/2010
I am looking for the warranty time period to be able to resurface the brake rotors-customer has 33,693 on a 2008 k2500 silverado with a 6.0l. I can't find anything that states weather or not this is coverage under the 3 yrs. 36,000 miles or not.
Dealer Track - 10/20/2010
... if there is anyone out there that has had any experience with it. We are hoping to get better customer service and support and hopefully an easier program to navigate. If you could give your opinions, I would be grateful. Thanks!...
Re: Core Return - 02/28/2011
Angela... A core reimbursement is handled as outlined by Mark (with the following exception: enter the core amount in the freight net item field) - additionally when performing a transaction adjustment you must indicate the adjustment by clicking on...
Re: GM warranty quiz jan 11-2 - 01/25/2011
[quote] gmnl16173: Are not customer pay tickets (regardless of salvage title or not) put into global so ALL GM dealerships throughout the USA able to see what is done to all vehicles? [/quote] No.
Would you try to put a claim in for this? - 09/16/2010
2011 Silverado with 526 miles. Customer purchased aftermarket assist steps and brought them in for us to install. Two center frame to body bolts would just spin and tech couldn't remove them. He drilled 2 holes and extracted bolts from inside and then...
Re: HVAC ODOR - 07/19/2010
I agree....I also drive a non-GM product and it also has the musty odor. We explain to our customers that this is a condition that happens frequently and that even though we may be able to alleviate the problem for now, it likely will return at some point...
Re: Would you try to put a claim in for this? - 09/21/2010
It would be warranty. GM CUSTOMER CARE & AFTERSALES GMSO166 URGENT - DISTRIBUTE IMMEDIATELY Date: September 16, 2010 Subject: GM Full Size Truck Cab Mount Bolt Models: All 2010/2011 GM Full Size Pickups (Silverado and Sierra) To: All Chevrolet...
2011 Duramax - 07/16/2010
... like normal fluid adds or is there a trick to it? Seperate line? Or does it get charged to the customer? Thanks for any help!...
2009 G8 gas cap issue - 06/28/2010
... due to DTC P0455, on the Pontiac G8's?? There is a document #PIP4732 issued for it. We have a customer with this issue, and we have tried to order a new cap, however, it looks like it is on eternal back order. The document does not say anything about...
... if there is a time restriction on returns for transmissions. Was it for a warranty claim or customer pay? If it was for warranty & WPC requested it for inspection THEN you would put in a claim for the core charge. I've never had WPC request a transmission...
Re: Excessive rental - 12/15/2009
... dealership. We do have rental vehicles available, but our service manager likes to use them for customers who have extensive repairs only. Everyone else gets dropped off or picked up. He said that was how our DVM wanted things done in our district...
Hummer emergency repair - 12/31/2009
We are a Chevy Dealer. Anyone know if I can get paid for an emergency repair on a Hummer? Blower motor resistor shorted out. Customer could not clear fogged up windows. Thanks in advance.
Re: CLARIFICATION: PROPER TECH LABOR TIME - 09/28/2009
Your tech deserves .7 hours. The way I always use to describe it to customers who ask or in this case the rep if I had put a tech on it who punched .4 diag and 1.0 replace he wouldn't get paid 1.4 because we do not pay actual hours we pay a flat rate...
Re: Part Warranty - 09/08/2009
... purchase. "Original Purchase" refers to the actual part you are replacing not the first time the customer paid. ...
Mice Break-in - 09/11/2009
A customer was concerned when we told her mice had been in her car and had chewed up some of her wiring. She just couldn't understand how that could happen. She stated... "But I keep the doors locked how do they get in?" ------------------------------------------ Thank...
Re: Quick Tip from Aug 2008 about Engine Dye question - 08/12/2009
... be closed (typically as an internal repair) when the vehicle leaves the dealership. When the customer returns to the dealership for repair of the leak, open a new repair order (with current mileage) to account for the repair time, including diagnosi...
Re: Another fuel question - 06/26/2009
[quote] Christalyn: GM would rather satisfy a customer with $10 in fuel than have them leave your dealership on an unpleasant note. [/quote] Yes, I agree with you 100%!
Re: 2010 CAMARO - STRIPS - 08/05/2009
... LPO code documented within the vehicle build section of GMVIS. A warranty claim is submitted for reimbursement for the installation of the accessory with labor operation Z6998 and claim type I. The applicable LPO codes and add times are listed below: *To...
Re: Moving to ADP from Reynolds - 07/21/2009
... more features could be installed for a higher cost). It is such a pain in the rump to find a customer.. can't search by phone # at all, then if you go past the screen you want, you have to start over (no back page feature). As far as warranty, when...
Re: Recall Policies & Procedures question - 05/20/2009
... steering gear assembly. It actually specifies DEALER. It also gives special instruction for reimbursement. IT DOES NOT SAY YOU CAN PAY AN AFTERMARKET SHOP. I would use this as my documentation. Stick to your guns on this one (it's not yet illegal...
Re: #07187C: Special Coverage Adjustment - Instrument Panel Cluster Gauge Needle Function - - 04/21/2009
From the Customer Letter section of the Special Coverage Adjustment: "What You Should Do: Repairs and adjustments qualifying under this special coverage must be performed by a General Motors dealer." Additionally, the policy covers the vehicle for 7 years...
I am stumped again..... - 04/21/2009
2007 G6 with 17,922 miles. Customer complaint: brakes pulsate & are squeaking. Tech duplicated conditions, inspected brakes & found LF & LR calipers leaking at the pistons, excessive runout on all 4 rotors and pads contaminated from brake fluid. He...
Re: GLOBAL WARRANTY MANAGEMENT AND ADP - 12/02/2010
... it prints only the warranty copy and accounting copy. That way we're not throwing away a 2nd customer/internal copy. I also use the 1st warranty copy for parts to scrap off of. We have been using lots of extra paper also and have set up other printer...
Re: GLOBAL WARRANTY MANAGEMENT AND ADP - 12/06/2010
... ADP to close it out for accounting, and once on Global Warranty Management. Our set up has one customer copy and 2 accounting copies. Obviously, the customer gets one, one gets attached to the hard card (original work order/invoice/RO) and one goes...
Re: HUMMER - COMPLIMENTARY MAINTANENCE COUPONS - 11/15/2010
Dealer Reimbursement Process: For each valid lube, oil, filter, four-tire rotation, and 27-point vehicle inspection certificate redeemed at your dealership, GM will reimburse your dealership $20. Dealers should submit claims through...
warranty for warpped brake rotors - 09/23/2010
I am looking for the warranty time period to be able to resurface the brake rotors-customer has 33,693 on a 2008 k2500 silverado with a 6.0l. I can't find anything that states weather or not this is coverage under the 3 yrs. 36,000 miles or not.
Dealer Track - 10/20/2010
... if there is anyone out there that has had any experience with it. We are hoping to get better customer service and support and hopefully an easier program to navigate. If you could give your opinions, I would be grateful. Thanks!...
Re: Core Return - 02/28/2011
Angela... A core reimbursement is handled as outlined by Mark (with the following exception: enter the core amount in the freight net item field) - additionally when performing a transaction adjustment you must indicate the adjustment by clicking on...
Re: GM warranty quiz jan 11-2 - 01/25/2011
[quote] gmnl16173: Are not customer pay tickets (regardless of salvage title or not) put into global so ALL GM dealerships throughout the USA able to see what is done to all vehicles? [/quote] No.
Would you try to put a claim in for this? - 09/16/2010
2011 Silverado with 526 miles. Customer purchased aftermarket assist steps and brought them in for us to install. Two center frame to body bolts would just spin and tech couldn't remove them. He drilled 2 holes and extracted bolts from inside and then...
Re: HVAC ODOR - 07/19/2010
I agree....I also drive a non-GM product and it also has the musty odor. We explain to our customers that this is a condition that happens frequently and that even though we may be able to alleviate the problem for now, it likely will return at some point...
Re: Would you try to put a claim in for this? - 09/21/2010
It would be warranty. GM CUSTOMER CARE & AFTERSALES GMSO166 URGENT - DISTRIBUTE IMMEDIATELY Date: September 16, 2010 Subject: GM Full Size Truck Cab Mount Bolt Models: All 2010/2011 GM Full Size Pickups (Silverado and Sierra) To: All Chevrolet...
2011 Duramax - 07/16/2010
... like normal fluid adds or is there a trick to it? Seperate line? Or does it get charged to the customer? Thanks for any help!...
2009 G8 gas cap issue - 06/28/2010
... due to DTC P0455, on the Pontiac G8's?? There is a document #PIP4732 issued for it. We have a customer with this issue, and we have tried to order a new cap, however, it looks like it is on eternal back order. The document does not say anything about...
Re: Recall 10282/PCM - 07/05/2011
The customers copy is correct since you actually did replace the PCM even though you didn't need to. I'd get with the service manager and internal the time and part I guess...?
Re: Would you submit this as warranty? - 04/25/2011
... cushion actually "broke down" or was defective, shouldn't we have simply replaced the cushion? Customer enthusiasm aside, I think the service advisor should have included me in the decision making process to eliminate the sublet. I would have suggested...
Re: Additional Time for Installing Assist Steps on 2011 Diesel Silverado - 05/16/2011
... repairs to accessories. [/quote] Curious.... how do your dealerships let you know there was a customer paid (after delivery) accessory installed that needs to be added to the vehicle build? ...
Re: NAV DISC - 03/23/2011
No its not a component exchange.Its not that replaced it we gave a disc to a customer. Service manager told me that the navigation was not working the last visit.So we did a component exchange then with the navigation radio with the disc stuck inside.And...
Re: What should I do? - 12/06/2011
... he agreed that the best thing to do was to add his goodwill auth to the claim and write it up as customer satisfaction. Whew! As upset as I was about it the result is he knows that I won't knowingly put thru a bogus claim of any kind. Sadly, I know...
CUST $100 MAINT CREDIT FROM GM - 12/22/2011
I HAVE A QUESTION: A CUSTOMER WANTED TO KNOW... He received a "Maint Letter from GM for $100 credit toward maintance repairs" --- he us in now having some repairs done under "GMPP" - can he use that $100 credit from GM toward his $200 deduct with GMPP...
MISCELLANEOUS FUEL - 01/10/2012
I HAVE A JOB CARD WITH LABOR OP J9992, AND THE MECHANIC DROVE IT FOR 140 MILES BECAUSE THE CUSTOMER HAD A PROBLEM WITH THE MILAGE. ANYWAY, I HAVE 75.88 DOLLARS WORTH OF FUEL I NEED TO ADD TO THE WARRANTY TICKET AND IT IS REJECTED IT BECAUSE THE MISCELLANEOUS...
2011 CHEV EXPRESS (AMBULANCE) - 12/23/2011
This is a new one to me.... customer states fuel smell/fuel leak, we had to remove the "doghouse ???" to fault trace (1.7hrs labor) but "no problem found" ..... How would you handle ???? Thanks in advance for any asst
Re: Payment for Dye to Check for Oil Leak - 02/21/2012
... department bill it when they do the actual repair. Less job cards to submit. Many times the customer has to drive it for more than a week & we don't like to leave the JC open so we make good notes & bill it with the repair. ...
Re: GM Tire Program - 04/17/2012
For claims that are not warranty (customer paid for tire and has an issue, etc.) I would think parts would do the claim. --This takes the place of them having to call the tire manufacturer like they used to do. Global (including the pre-auth process)...
Re: GM Tire Program - 04/12/2012
Customer pay tire purchases, even if dealer installed or over the counter tire purchases do NOT get run through GWM. They still go through the tire manufacturer. There is now a website for the parts dept. to enter in the information, etc --but it has ...
OLH REJECTION ON TRANSMISSION CLAIM - 04/26/2012
... enrolled and has been 100% in the past. Does anyone have any ideas? Are we supposed to turn our customers away because the tech is missing .3% for a class that has been a hassle to get in? Any advice would be greatly appreciated. The tech is enrolled,...
Sheet metal repair - 05/24/2012
I hope I'm asking this question right - here goes: We have a customer with a 2012 GMC Yukon Denali that hit a deer. We are doing the body shop work at our dealership (we have a body shop). We ordered a hood from GM and it came damaged to our parts...
Re: RESET ALCOHOL CONTENT ??? - 05/12/2012
Customers complaint was S.E.S. light on, we found ECM-DTC P0172/ fuel trim system lean.. we cleared DTC & road tested - the code returned so we performed system test, performed smoke test for exhaust leak "ok", performed AFCT injector test "ok", inspected ...
"S" Labor Ops question - 05/14/2012
We have a customer with a 2007 Silverado still within his corrosion warranty whose right side pickup box has perforation rust through. I'm looking up labor to get an idea of what this repair pays and found S1250. It is under the heading Administration....
Re: Special Policy 10054 - 05/22/2012
... coverage repair. My take is that those parts and any labor associated with them should be customer pay. Our Service Advisor said they should be included since they wouldn't have had to come off if the special coverage wasn't done. I've read the...
Valid Special Policy with Additional Repair Out Of Warranty - 12/19/2012
I have a customer with an 09 Traverse with 116K miles. Check Engine Light on and running terrible, had multiple codes. Found timing chain needs replaced per special policy 11340, but also found sprocket and teeth all worn and all sprockets and actuator...
Re: Christmas Eve Hours - 12/19/2012
... so everything here is in chaos. Our dealer decided we need to be here until 1 pm Monday. Every customer we've talked to says its a waste but the dealer decided. It's snowing here now, if we are lucky we might have a snow dusted Christmas. I'm tired...
LTG change - 11/07/2012
... the opcode did not have the alignment/tow adj. in October...but now it does. My guys wrote the customer up at 4:14pm on the 31st, and started working on it on Nov. 1st. How would you handle a transaction like this?...
$25.00 GM coupons - 06/13/2012
I had an interesting thing happen today while submitting claims, thought I would share it. We had a customer with one of those current $25.00 off your next service coupons (with the yellow Chevy Camaro on the front of it). I submitted it with the labor...
CAC / GMPP SMARTCARE - 07/18/2012
New one to me.... I was given a copy of a GMPP Contract - which I checked GMVIS & it shows the coverage.... - the customer called cust asst & it was decided to give her the GMPP Smartcare as Goodwill.... How do I claim for the price of the GMPP / or...
Re: Ignition Switch Recall Parts Return - 06/06/2014
From Global Message G_0000192928: Reimbursement for the labor and shipping expenses involved in the return of the requested components should be processed in the following manner: Submit an add credit to the appropriate part replacement labour operation...
June - Share Your Tip - 06/09/2014
Is your dealership accurately accounting for all customer pay, warranty, policy and internal job time through the technician's time and payroll records? Are your technicians only clocked "on" to one repair at a time? How is the dealership (and technician)...
closest to labor ops - 08/07/2014
... a 'closest to' labor operation? I believe we have always just processed like a normal repair, IE, customer states there is foam sticking out from behind a bezel and we repositioned or reworked the bezel: we would just submit for the closest labor op,...
Re: The 3 C's - 03/10/2014
I always give the repair back to the service advisor for the customer concern. If the other 2 c's aren't done by the tech, I'll walk out and chat with them. I think almsot every day, we administrator's are glorified babysitters!:)
The customers copy is correct since you actually did replace the PCM even though you didn't need to. I'd get with the service manager and internal the time and part I guess...?
Re: Would you submit this as warranty? - 04/25/2011
... cushion actually "broke down" or was defective, shouldn't we have simply replaced the cushion? Customer enthusiasm aside, I think the service advisor should have included me in the decision making process to eliminate the sublet. I would have suggested...
Re: Additional Time for Installing Assist Steps on 2011 Diesel Silverado - 05/16/2011
... repairs to accessories. [/quote] Curious.... how do your dealerships let you know there was a customer paid (after delivery) accessory installed that needs to be added to the vehicle build? ...
Re: NAV DISC - 03/23/2011
No its not a component exchange.Its not that replaced it we gave a disc to a customer. Service manager told me that the navigation was not working the last visit.So we did a component exchange then with the navigation radio with the disc stuck inside.And...
Re: What should I do? - 12/06/2011
... he agreed that the best thing to do was to add his goodwill auth to the claim and write it up as customer satisfaction. Whew! As upset as I was about it the result is he knows that I won't knowingly put thru a bogus claim of any kind. Sadly, I know...
CUST $100 MAINT CREDIT FROM GM - 12/22/2011
I HAVE A QUESTION: A CUSTOMER WANTED TO KNOW... He received a "Maint Letter from GM for $100 credit toward maintance repairs" --- he us in now having some repairs done under "GMPP" - can he use that $100 credit from GM toward his $200 deduct with GMPP...
MISCELLANEOUS FUEL - 01/10/2012
I HAVE A JOB CARD WITH LABOR OP J9992, AND THE MECHANIC DROVE IT FOR 140 MILES BECAUSE THE CUSTOMER HAD A PROBLEM WITH THE MILAGE. ANYWAY, I HAVE 75.88 DOLLARS WORTH OF FUEL I NEED TO ADD TO THE WARRANTY TICKET AND IT IS REJECTED IT BECAUSE THE MISCELLANEOUS...
2011 CHEV EXPRESS (AMBULANCE) - 12/23/2011
This is a new one to me.... customer states fuel smell/fuel leak, we had to remove the "doghouse ???" to fault trace (1.7hrs labor) but "no problem found" ..... How would you handle ???? Thanks in advance for any asst
Re: Payment for Dye to Check for Oil Leak - 02/21/2012
... department bill it when they do the actual repair. Less job cards to submit. Many times the customer has to drive it for more than a week & we don't like to leave the JC open so we make good notes & bill it with the repair. ...
Re: GM Tire Program - 04/17/2012
For claims that are not warranty (customer paid for tire and has an issue, etc.) I would think parts would do the claim. --This takes the place of them having to call the tire manufacturer like they used to do. Global (including the pre-auth process)...
Re: GM Tire Program - 04/12/2012
Customer pay tire purchases, even if dealer installed or over the counter tire purchases do NOT get run through GWM. They still go through the tire manufacturer. There is now a website for the parts dept. to enter in the information, etc --but it has ...
OLH REJECTION ON TRANSMISSION CLAIM - 04/26/2012
... enrolled and has been 100% in the past. Does anyone have any ideas? Are we supposed to turn our customers away because the tech is missing .3% for a class that has been a hassle to get in? Any advice would be greatly appreciated. The tech is enrolled,...
Sheet metal repair - 05/24/2012
I hope I'm asking this question right - here goes: We have a customer with a 2012 GMC Yukon Denali that hit a deer. We are doing the body shop work at our dealership (we have a body shop). We ordered a hood from GM and it came damaged to our parts...
Re: RESET ALCOHOL CONTENT ??? - 05/12/2012
Customers complaint was S.E.S. light on, we found ECM-DTC P0172/ fuel trim system lean.. we cleared DTC & road tested - the code returned so we performed system test, performed smoke test for exhaust leak "ok", performed AFCT injector test "ok", inspected ...
"S" Labor Ops question - 05/14/2012
We have a customer with a 2007 Silverado still within his corrosion warranty whose right side pickup box has perforation rust through. I'm looking up labor to get an idea of what this repair pays and found S1250. It is under the heading Administration....
Re: Special Policy 10054 - 05/22/2012
... coverage repair. My take is that those parts and any labor associated with them should be customer pay. Our Service Advisor said they should be included since they wouldn't have had to come off if the special coverage wasn't done. I've read the...
Valid Special Policy with Additional Repair Out Of Warranty - 12/19/2012
I have a customer with an 09 Traverse with 116K miles. Check Engine Light on and running terrible, had multiple codes. Found timing chain needs replaced per special policy 11340, but also found sprocket and teeth all worn and all sprockets and actuator...
Re: Christmas Eve Hours - 12/19/2012
... so everything here is in chaos. Our dealer decided we need to be here until 1 pm Monday. Every customer we've talked to says its a waste but the dealer decided. It's snowing here now, if we are lucky we might have a snow dusted Christmas. I'm tired...
LTG change - 11/07/2012
... the opcode did not have the alignment/tow adj. in October...but now it does. My guys wrote the customer up at 4:14pm on the 31st, and started working on it on Nov. 1st. How would you handle a transaction like this?...
$25.00 GM coupons - 06/13/2012
I had an interesting thing happen today while submitting claims, thought I would share it. We had a customer with one of those current $25.00 off your next service coupons (with the yellow Chevy Camaro on the front of it). I submitted it with the labor...
CAC / GMPP SMARTCARE - 07/18/2012
New one to me.... I was given a copy of a GMPP Contract - which I checked GMVIS & it shows the coverage.... - the customer called cust asst & it was decided to give her the GMPP Smartcare as Goodwill.... How do I claim for the price of the GMPP / or...
Re: Ignition Switch Recall Parts Return - 06/06/2014
From Global Message G_0000192928: Reimbursement for the labor and shipping expenses involved in the return of the requested components should be processed in the following manner: Submit an add credit to the appropriate part replacement labour operation...
June - Share Your Tip - 06/09/2014
Is your dealership accurately accounting for all customer pay, warranty, policy and internal job time through the technician's time and payroll records? Are your technicians only clocked "on" to one repair at a time? How is the dealership (and technician)...
closest to labor ops - 08/07/2014
... a 'closest to' labor operation? I believe we have always just processed like a normal repair, IE, customer states there is foam sticking out from behind a bezel and we repositioned or reworked the bezel: we would just submit for the closest labor op,...
Re: The 3 C's - 03/10/2014
I always give the repair back to the service advisor for the customer concern. If the other 2 c's aren't done by the tech, I'll walk out and chat with them. I think almsot every day, we administrator's are glorified babysitters!:)
Re: Enhanced Chevy and Buick /GMC courtesty trasporation program - 01/09/2014
... program tips: -The GMDRAC program allows dealers to provide alternate means of transportation to customers when their eligible vehicle is serviced under warranty -Vehicles enrolled in the GMDRAC program at the dealership are eligible for a $42 reimbursement...
Re: 2014 certified service retail plan - 02/05/2014
... must have enrolled in this program to participate. Participating dealers see an increase in customer pay business, service lane revenue and customer retention. Kristen/jlwarranty...
Re: ZPTI WITH RENTAL - 02/25/2014
... Transportation "The General Motors Courtesy Transportation program is intended to minimize customer inconvenience when a vehicle requires a repair that is covered by the New Vehicle Limited Warranty." P&P Article 1.4.13 - Courtesy Transportation Program "Program...
Does this bother anyone else? - 08/27/2013
When booking a ticket with customer pay lines, included with the warranty repairs, this line always appears... "Send automatic message that vehicle is ready (Y/N/$/?) ?". We never use this notification, and it's annoying to always have to enter "N"....
GMPP Deductible - 09/05/2013
I have a customer who has paid a $100 deductible for the repairs, she has a GMPP Major Guard service contract. Where do I enter her $100 deductible so it doesn't pay the whole claim? We use AutoSoft here, but I can't find out were to enter it in on G...
rentals and parts expidite - 09/09/2013
Refresh my memory as this doesnt happen too often..We picked up a part fm another dealer and also put the customer in a rental , i know i can get some rental with the pick up but cant rememeber just how many days we are allowed is it 2 or 1 ??
One line or Two lines - 09/10/2013
Customer comes in with roar from drive train. Checked and it was an internal bearing failure. drained fluid and found small amounts of metal in front differential. We replaced front differential right and left inner bearing and seal, we used labor op ...
Re: Enhanced Chevy and Buick /GMC courtesty trasporation program - 01/03/2014
Not sure I'm understanding right...your trying to submit for rental on customer pay work?? ..The program is only for Warranty repairs.
ACCESSORY INSTALLS - 02/10/2015
So I am new to claiming for accessory installs (when a customer purchases the accessory when buying the new vehicle, NOT when it is a LPO) and I am running into a problem as to how to have the part number be on the repair order without any cost or quantity....
Re: 2015 TOP OFF DEF - 12/18/2014
... is paid for by GM only during the maintenance visit 4 times only. Not in between, as that would be customer pay responsiblity. This is from the 2014 Guide (as the 2015 Guide is not on the GM site yet) https://www.autopartners.net/apps/msgportalj/en_US/GMNA/United_States/Library/Service/Warranty/D_0000076228.htm "This...
What Would You Do - 12/14 - 11/25/2014
... copy of the IVH for a 2014 Chevrolet Silverado, the service advisor opened a new job card for the customer's vehicle. The customer was visiting the store for an oil change and completion of the open recalls. The service advisor noted the oil change service...
Re: Seal Part Warranty - 08/11/2015
... Parts & Accessories P&P, Warranty Policy Info, Transportation, Vehicle Storage & PDI Policy, & Customer Assistance, Training, Tools & TAC Policy) enter the key word or article number, if known, in the search bar. >For example: enter 1.1.1 in the search...
What Would You Do - 09/15 - 09/03/2015
A customer with a 2008 Chevrolet Colorado visited the service department to address a service engine soon light concern. The technician diagnosed the condition and found the following codes were set in history P0449, P0300, and P0172. The technician...
Global Reset-Radio - 09/10/2015
I have a claim where the customer stated he was having problems with radio. The technician stated that the radio was already calibrated to the most updated version so he then performed a global reset for the radio. What lop are others using to claim ...
Re: What Would You Do - 09/15 - 09/21/2015
[quote] admin: A customer with a 2008 Chevrolet Colorado visited the service department to address a service engine soon light concern. The technician diagnosed the condition and found the following codes were set in history P0449, P0300, and P0172. The...
Branded Title and DMA Authorization - 03/12/2018
... Blocks section and the only the only thing I saw that required contacting the DMA for was if the customer believed the title was branded in error. The matrix says approval is needed, but in the comments it says to refer to Article 1.5 of the P&P...
Forum - 03/09/2018
Did your dealership receive some sort of confirmation that CAC agreed to the use of the voucher for the customer's repair vs for a maintenance service? If so, and you have elected to proceed, document the CAC case number with the transaction. Unless...
Forum - 03/23/2018
... done is to have management sign off on excess parts because they did have an issue relating to the customer concern, but the technician should be deciplined/reprimanded for not being thorough with documentation of diagnosis in the cause field. The warranty...
Forum - 03/19/2018
Front of the hard copy (aka shop copy, tech copy) with all of the other customer concerns. (P&P Article 3.2.12) Thanks!
Forum - 02/09/2018
... to a low coolant level her example clearly indicates that the thermostat is the failed part. If a customer actually complaining about a coolant leak and multiple leak sources were found, based on what I know, it would be done as OLH and parts for the...
Forum - 11/02/2017
Our takeaway after a recent warranty club meeting was that the objective of the PET is to provide a customer based experience rather than a focus on the individual repair. We are currently seeking clarification and will post the outcome on the Forum and...
Forum - 12/08/2017
I would agree with cnkraemer with this one. The customer pay job card with the details surrounding the issue will become a part of the service history file for the VIN - supporting why this is a c/p issue not warranty.
Forum - 12/05/2017
... parts or job cards for review and line item Q is taken directly from that bulletin. Q. WPC Return Reimbursement - Administrative Allowance, Postage and Core Service Agents will be reimbursed for their administrative time used in processing WPC part...
Forum - 12/07/2017
... card. The following is a documentation example for an add-on repair: Job B: Customer contacted service advisor at 1:05 pm on 11/14/2017 to state they had forgotten to mention that the passenger heated seat did not seem to be heating...
Forum - 10/18/2017
... causes then the two components would be claimed separately in two transactions. Because the customer expressed a single complaint, it would not be considered an add on. Authorize for repeat (pyramid) repair. ...
... program tips: -The GMDRAC program allows dealers to provide alternate means of transportation to customers when their eligible vehicle is serviced under warranty -Vehicles enrolled in the GMDRAC program at the dealership are eligible for a $42 reimbursement...
Re: 2014 certified service retail plan - 02/05/2014
... must have enrolled in this program to participate. Participating dealers see an increase in customer pay business, service lane revenue and customer retention. Kristen/jlwarranty...
Re: ZPTI WITH RENTAL - 02/25/2014
... Transportation "The General Motors Courtesy Transportation program is intended to minimize customer inconvenience when a vehicle requires a repair that is covered by the New Vehicle Limited Warranty." P&P Article 1.4.13 - Courtesy Transportation Program "Program...
Does this bother anyone else? - 08/27/2013
When booking a ticket with customer pay lines, included with the warranty repairs, this line always appears... "Send automatic message that vehicle is ready (Y/N/$/?) ?". We never use this notification, and it's annoying to always have to enter "N"....
GMPP Deductible - 09/05/2013
I have a customer who has paid a $100 deductible for the repairs, she has a GMPP Major Guard service contract. Where do I enter her $100 deductible so it doesn't pay the whole claim? We use AutoSoft here, but I can't find out were to enter it in on G...
rentals and parts expidite - 09/09/2013
Refresh my memory as this doesnt happen too often..We picked up a part fm another dealer and also put the customer in a rental , i know i can get some rental with the pick up but cant rememeber just how many days we are allowed is it 2 or 1 ??
One line or Two lines - 09/10/2013
Customer comes in with roar from drive train. Checked and it was an internal bearing failure. drained fluid and found small amounts of metal in front differential. We replaced front differential right and left inner bearing and seal, we used labor op ...
Re: Enhanced Chevy and Buick /GMC courtesty trasporation program - 01/03/2014
Not sure I'm understanding right...your trying to submit for rental on customer pay work?? ..The program is only for Warranty repairs.
ACCESSORY INSTALLS - 02/10/2015
So I am new to claiming for accessory installs (when a customer purchases the accessory when buying the new vehicle, NOT when it is a LPO) and I am running into a problem as to how to have the part number be on the repair order without any cost or quantity....
Re: 2015 TOP OFF DEF - 12/18/2014
... is paid for by GM only during the maintenance visit 4 times only. Not in between, as that would be customer pay responsiblity. This is from the 2014 Guide (as the 2015 Guide is not on the GM site yet) https://www.autopartners.net/apps/msgportalj/en_US/GMNA/United_States/Library/Service/Warranty/D_0000076228.htm "This...
What Would You Do - 12/14 - 11/25/2014
... copy of the IVH for a 2014 Chevrolet Silverado, the service advisor opened a new job card for the customer's vehicle. The customer was visiting the store for an oil change and completion of the open recalls. The service advisor noted the oil change service...
Re: Seal Part Warranty - 08/11/2015
... Parts & Accessories P&P, Warranty Policy Info, Transportation, Vehicle Storage & PDI Policy, & Customer Assistance, Training, Tools & TAC Policy) enter the key word or article number, if known, in the search bar. >For example: enter 1.1.1 in the search...
What Would You Do - 09/15 - 09/03/2015
A customer with a 2008 Chevrolet Colorado visited the service department to address a service engine soon light concern. The technician diagnosed the condition and found the following codes were set in history P0449, P0300, and P0172. The technician...
Global Reset-Radio - 09/10/2015
I have a claim where the customer stated he was having problems with radio. The technician stated that the radio was already calibrated to the most updated version so he then performed a global reset for the radio. What lop are others using to claim ...
Re: What Would You Do - 09/15 - 09/21/2015
[quote] admin: A customer with a 2008 Chevrolet Colorado visited the service department to address a service engine soon light concern. The technician diagnosed the condition and found the following codes were set in history P0449, P0300, and P0172. The...
Branded Title and DMA Authorization - 03/12/2018
... Blocks section and the only the only thing I saw that required contacting the DMA for was if the customer believed the title was branded in error. The matrix says approval is needed, but in the comments it says to refer to Article 1.5 of the P&P...
Forum - 03/09/2018
Did your dealership receive some sort of confirmation that CAC agreed to the use of the voucher for the customer's repair vs for a maintenance service? If so, and you have elected to proceed, document the CAC case number with the transaction. Unless...
Forum - 03/23/2018
... done is to have management sign off on excess parts because they did have an issue relating to the customer concern, but the technician should be deciplined/reprimanded for not being thorough with documentation of diagnosis in the cause field. The warranty...
Forum - 03/19/2018
Front of the hard copy (aka shop copy, tech copy) with all of the other customer concerns. (P&P Article 3.2.12) Thanks!
Forum - 02/09/2018
... to a low coolant level her example clearly indicates that the thermostat is the failed part. If a customer actually complaining about a coolant leak and multiple leak sources were found, based on what I know, it would be done as OLH and parts for the...
Forum - 11/02/2017
Our takeaway after a recent warranty club meeting was that the objective of the PET is to provide a customer based experience rather than a focus on the individual repair. We are currently seeking clarification and will post the outcome on the Forum and...
Forum - 12/08/2017
I would agree with cnkraemer with this one. The customer pay job card with the details surrounding the issue will become a part of the service history file for the VIN - supporting why this is a c/p issue not warranty.
Forum - 12/05/2017
... parts or job cards for review and line item Q is taken directly from that bulletin. Q. WPC Return Reimbursement - Administrative Allowance, Postage and Core Service Agents will be reimbursed for their administrative time used in processing WPC part...
Forum - 12/07/2017
... card. The following is a documentation example for an add-on repair: Job B: Customer contacted service advisor at 1:05 pm on 11/14/2017 to state they had forgotten to mention that the passenger heated seat did not seem to be heating...
Forum - 10/18/2017
... causes then the two components would be claimed separately in two transactions. Because the customer expressed a single complaint, it would not be considered an add on. Authorize for repeat (pyramid) repair. ...
Forum - 09/21/2017
What is the fee for? GM reimburses the Service Agent the Customer Care and Aftersales published Service Agent net price plus the normal markup percentage allowance on all GM parts purchased from GM CCA. (Parts P&P Article 2.1)
Forum - 08/08/2017
This is definitely an extraordinary/unusual claim! Due to the customer concern not being duplicated, OLH was not applicable. Although there was significant support for the fuel expense, including approximately 250 elapsed miles documented in the mileage...
Re: DEALER INSTALLED PART WARRANTY. - 01/05/2016
Part Failures during the Same Repair Visit: If a part fails upon installation during a customer pay repair, the Service Agent should open a second line and submit as a ZPTI parts warranty. Either scenario would require Service Management approval. (From...
Re: What Would You Do - 05/16 - 06/06/2016
The service manager opted to handle this situation as Customer Enthusiasm - replacing both chrome assist steps. Kristen / jlwarranty
What Would You Do - 07/16 - 06/27/2016
... Malibu were brought into the local Chevrolet dealership within days of each other for the same customer concern: coolant leaking under the car. In each case the technician indicated that the coolant was low. Coolant was added and the system was pressure...
DPF REGENERATION - 09/29/2016
... IS NO LABOR OP FOR THIS SERVICE. HOW WOULD I CLAIM THIS UNDER WARRANTY? OR SHOULD THIS BE CUSTOMER PAY EVEN THOUGH IT WAS A NEWER VEHICLE? Or should it go under CCND since there was no problem with the vehicle just the soot?THANKS....
Re: GMPP Smart Protection - 07/11/2016
... 29.01-32.00 0610073 26.01-29.00 [/quote] The above labor operations are used when submitting for reimbursement for a GMPP Smart Care lube, oil, filter and tire rotation service (plans sold prior to 10/1/2013). GMPP Smart Care Wrap/Non-Wrap labor operations:...
What Would You Do - 10/16 - 09/27/2016
... and wheel assemblies from the front to the back and performed a recheck using the PicoScope. The customer was then instructed to drive the vehicle and follow up with the service department with any further issues. The customer followed up with...
Recall 14350 and key replacement - 09/22/2016
We've had several cases where customers are bringing in their after market keys with or without the original GM keys to have recall 14350 performed. My service manager is having us cut new keys to replace the after market ones and adding them...
Forum - 02/20/2017
Submit a parts warranty transaction for the repair and reimburse the customer??
0590052 - PDI RELATED ADD FLUIDS - 02/14/2017
... I HAVE A DIESEL COLORADO, THAT WE TOPPED THE DEF FLUID BEFORE HANDING IT TO THE CUSTOMER, AND WE USED ONE BOTTLE OF DEF FLUID. PART NUMBER 19286292. I PUT IT ON THE PARTS LINE WITH A QUANTITY OF ONE AND NOTHING ELSE. NO LABOR, BECAUSE...
Forum - 02/14/2017
... to submit for these materials in the net item field of the transaction for the appropriate reimbursement. If a fraction of a part (i.e. 1/4 bottle of antifreeze) is used, then only that fraction of the total parts allowance for that part should...
Forum - 03/21/2017
... consider the new line that was added as part of the MPVI line like a single concern. If a customer hasn't specifically asked to have something looked into or repaired then it would be considered an added operation. I just had a power steering...
Forum - 01/25/2017
The cashier's office close out customer pay types once the payment has been made. Typically the advisors close out internal pay types. I close out the warranty pay types after I've submitted them and the PDI pay types after I've...
Forum - 11/18/2016
... glass everywhere. He finally got out of our shop. I think our craziest story was the customer whose sons pet snake dinner (aka rat) got lose in her car and she drove it into our service lane to have our guys get the rat out of her car.&n...
2.4L Engine - 01/19/2017
... Its a lot of parts! I think he is changing some parts because he is in there and doesn't want the customer to have to come back and him have to tear the engine down again. But it's had for me to get everything paid for. He is putting down labor op 4066890...
What Would You Do - 01/17 - 12/21/2016
... a 6.6L diesel engine and 2014-2015 Chevrolet Cruze vehicles equipped with a 2.0L diesel engine. Customers with involved vehicles may experience the illumination of the malfunction indicator light due to an offset in the temperature sensor in the diesel...
Forum - 12/23/2016
... the vehicle is registered. We are very close to both NJ and NY and pretty frequently get customers from both states and we need to be pretty careful with emissions coverage. Now too, the coverages have jumped up to 15/150 even for select...
Camshaft Cover and Intake Manifold - 01/12/2017
The customer comes in with a complaint of check engine light. The tech found and followed the procedures on PIP5197C and found that the camshaft cover was leaking and replaced it and also checked as per PIP5197C the intake manifold and found that the...
Forum - 05/05/2017
... we are doing. First off, we are being debited on certain job cards because of "incorrect/no customer signature", but there is a signature from our service manager in that spot. So we looked up in the manual and it states there needs to be a reason...
Forum - 05/11/2017
I have submitted all 3, from a Chevy, Buick, GMC dealer. The maintenances are limited to only a couple customers who refuse to deal with the local Cadillac dealer, and that has to be noted every time they come in. We also cannot do the "Cadillac" lev...
What Would You Do - 05/17 - 04/17/2017
... brake lamp replacement was submitted for warranty payment. Approximately a week later the customer returned to the dealership to have the ordered headliner installed. A new job card was written with the headliner panel charged out. Rather than...
Forum - 03/22/2017
Appears as though the customer returned within 90 days from original repair and had a similar concern. Your advisors should be gathering this information at the time of write up and if it is a similar concern, obtaining management authorization at th...
Forum - 03/23/2017
I misunderstood your situation. If a customer has a concern that a part needs to be ordered for, there's no added operation even if you close that ro and open a new ro when they come back. The same concern must be stated on the new ro though. No...
WARRANTY REPLACEMENT PART FAILED AFTER BUMPER-TO BUMPER EXPIRED - 05/25/2023
... are going to have to be replaced again, but bumper -to-bumper has expired. I say they should be customer pay. The argument is that they should be claimed as a service installed part failure. Correct me if I am wrong, but the injectors that were replaced...
What is the fee for? GM reimburses the Service Agent the Customer Care and Aftersales published Service Agent net price plus the normal markup percentage allowance on all GM parts purchased from GM CCA. (Parts P&P Article 2.1)
Forum - 08/08/2017
This is definitely an extraordinary/unusual claim! Due to the customer concern not being duplicated, OLH was not applicable. Although there was significant support for the fuel expense, including approximately 250 elapsed miles documented in the mileage...
Re: DEALER INSTALLED PART WARRANTY. - 01/05/2016
Part Failures during the Same Repair Visit: If a part fails upon installation during a customer pay repair, the Service Agent should open a second line and submit as a ZPTI parts warranty. Either scenario would require Service Management approval. (From...
Re: What Would You Do - 05/16 - 06/06/2016
The service manager opted to handle this situation as Customer Enthusiasm - replacing both chrome assist steps. Kristen / jlwarranty
What Would You Do - 07/16 - 06/27/2016
... Malibu were brought into the local Chevrolet dealership within days of each other for the same customer concern: coolant leaking under the car. In each case the technician indicated that the coolant was low. Coolant was added and the system was pressure...
DPF REGENERATION - 09/29/2016
... IS NO LABOR OP FOR THIS SERVICE. HOW WOULD I CLAIM THIS UNDER WARRANTY? OR SHOULD THIS BE CUSTOMER PAY EVEN THOUGH IT WAS A NEWER VEHICLE? Or should it go under CCND since there was no problem with the vehicle just the soot?THANKS....
Re: GMPP Smart Protection - 07/11/2016
... 29.01-32.00 0610073 26.01-29.00 [/quote] The above labor operations are used when submitting for reimbursement for a GMPP Smart Care lube, oil, filter and tire rotation service (plans sold prior to 10/1/2013). GMPP Smart Care Wrap/Non-Wrap labor operations:...
What Would You Do - 10/16 - 09/27/2016
... and wheel assemblies from the front to the back and performed a recheck using the PicoScope. The customer was then instructed to drive the vehicle and follow up with the service department with any further issues. The customer followed up with...
Recall 14350 and key replacement - 09/22/2016
We've had several cases where customers are bringing in their after market keys with or without the original GM keys to have recall 14350 performed. My service manager is having us cut new keys to replace the after market ones and adding them...
Forum - 02/20/2017
Submit a parts warranty transaction for the repair and reimburse the customer??
0590052 - PDI RELATED ADD FLUIDS - 02/14/2017
... I HAVE A DIESEL COLORADO, THAT WE TOPPED THE DEF FLUID BEFORE HANDING IT TO THE CUSTOMER, AND WE USED ONE BOTTLE OF DEF FLUID. PART NUMBER 19286292. I PUT IT ON THE PARTS LINE WITH A QUANTITY OF ONE AND NOTHING ELSE. NO LABOR, BECAUSE...
Forum - 02/14/2017
... to submit for these materials in the net item field of the transaction for the appropriate reimbursement. If a fraction of a part (i.e. 1/4 bottle of antifreeze) is used, then only that fraction of the total parts allowance for that part should...
Forum - 03/21/2017
... consider the new line that was added as part of the MPVI line like a single concern. If a customer hasn't specifically asked to have something looked into or repaired then it would be considered an added operation. I just had a power steering...
Forum - 01/25/2017
The cashier's office close out customer pay types once the payment has been made. Typically the advisors close out internal pay types. I close out the warranty pay types after I've submitted them and the PDI pay types after I've...
Forum - 11/18/2016
... glass everywhere. He finally got out of our shop. I think our craziest story was the customer whose sons pet snake dinner (aka rat) got lose in her car and she drove it into our service lane to have our guys get the rat out of her car.&n...
2.4L Engine - 01/19/2017
... Its a lot of parts! I think he is changing some parts because he is in there and doesn't want the customer to have to come back and him have to tear the engine down again. But it's had for me to get everything paid for. He is putting down labor op 4066890...
What Would You Do - 01/17 - 12/21/2016
... a 6.6L diesel engine and 2014-2015 Chevrolet Cruze vehicles equipped with a 2.0L diesel engine. Customers with involved vehicles may experience the illumination of the malfunction indicator light due to an offset in the temperature sensor in the diesel...
Forum - 12/23/2016
... the vehicle is registered. We are very close to both NJ and NY and pretty frequently get customers from both states and we need to be pretty careful with emissions coverage. Now too, the coverages have jumped up to 15/150 even for select...
Camshaft Cover and Intake Manifold - 01/12/2017
The customer comes in with a complaint of check engine light. The tech found and followed the procedures on PIP5197C and found that the camshaft cover was leaking and replaced it and also checked as per PIP5197C the intake manifold and found that the...
Forum - 05/05/2017
... we are doing. First off, we are being debited on certain job cards because of "incorrect/no customer signature", but there is a signature from our service manager in that spot. So we looked up in the manual and it states there needs to be a reason...
Forum - 05/11/2017
I have submitted all 3, from a Chevy, Buick, GMC dealer. The maintenances are limited to only a couple customers who refuse to deal with the local Cadillac dealer, and that has to be noted every time they come in. We also cannot do the "Cadillac" lev...
What Would You Do - 05/17 - 04/17/2017
... brake lamp replacement was submitted for warranty payment. Approximately a week later the customer returned to the dealership to have the ordered headliner installed. A new job card was written with the headliner panel charged out. Rather than...
Forum - 03/22/2017
Appears as though the customer returned within 90 days from original repair and had a similar concern. Your advisors should be gathering this information at the time of write up and if it is a similar concern, obtaining management authorization at th...
Forum - 03/23/2017
I misunderstood your situation. If a customer has a concern that a part needs to be ordered for, there's no added operation even if you close that ro and open a new ro when they come back. The same concern must be stated on the new ro though. No...
WARRANTY REPLACEMENT PART FAILED AFTER BUMPER-TO BUMPER EXPIRED - 05/25/2023
... are going to have to be replaced again, but bumper -to-bumper has expired. I say they should be customer pay. The argument is that they should be claimed as a service installed part failure. Correct me if I am wrong, but the injectors that were replaced...
Forum - 05/26/2023
... if it has been over 12 months it should be COD. The only way you get the 24 month is if the customer pays a participation amount on the original repair, as if you did policy and then they failed later on....
Battery Replacement - 06/14/2023
... it? Were you able to get the battery paid. (FYI this is a parts warranty on an engine that the customer previously purchased and had us install).Thanks, Carol...
Forum - 05/01/2023
If you are saying a customer paid for a transmission installation and you are doing a 3 year 100,000 mile warranty transaction on the SRTA (service replacement transmission assembly) that is processed as a parts warranty. It is coded ZPTI but the rest...
Bulletin 21-NA-095 - 05/19/2023
... P code then what is listed on the bulletin can I still use this bulletin? It just says "some customers may comment that the MIL is illuminated" " Some technicians may find DTC P1488 or P24DA set in the ECM." Does it sound like it has to be these...
Two lines or One? - 09/05/2023
Customer reports intermittant groaning type of noise from possible left front end area on gradual acceleration from stops. Tech found bulletin doc 5733131 to exchange differential fluid. He did that. It was better but noise was still there. Found ...
Transmission Flush - 10/18/2023
I am wondering if any one else is dealing with this. Customer is coming in with shifting issues with the transmission and a shudder when the torque converter is engaging. After following diagnostics and talking to TAC tech is being advised to flush the...
Forum - 04/10/2023
... Another helpful resource within the Warranty Resource Center: Warranty Expense Management. Customer Enthusiasm, Policy and Recalls, and Goodwill labor operations are excluded from the service agent expense analysis process....
What Would You Do? - 05/23 - 04/25/2023
... have their vehicle serviced at the dealership to receive the software updates.On the date of the customer’s scheduled appointment, the recall was listed as open on IVH, so it was included on the job card write up and performed by the technician.The...
Forum - 02/07/2023
... tech should receive some instruction on verifying a repair before the vehicle is returned to the customer....
Forum - 03/03/2023
... when required to satisfy any repair covered under the New Vehicle Limited Warranty period. Reimbursement applies only to GM parts expedited for New Vehicle Limited Warranty repairs. The allowed amount is to be claimed as a Net item in the “Parts...
Transmission over the counter claim - 01/18/2023
I have another shop (non-GM) that purchased a Transmission assembly over the counter that then had the customer return with the transmission failed. After H-routing the ZPTC claim, it was Rejected stating the Serial numbers are required even for...
New GM trick - basically it is theft - 12/20/2022
In the last 2 days I am running into a bunch of recall issues on new units.I have a few customer and PDI tickets, you open the ticket and check the VIS, open recall. In the shop for a day or two then you get the invoice to process the recall and GM closed...
Forum - 06/21/2022
... and this is submitted as a single-line transaction. If the installation of a defective part was customer pay then you add a line to do the parts warranty....
Forum - 07/18/2022
... where we finished a torque converter repair in two days (tech punched on 7.7 and off 7.9) well the customer never brought the rental back until 7.16, so my concern now is if I submit for 9 days rental, but process my claims date as 7.9 for 95/5 compliance...
Major Guard Claims - 07/22/2022
... have been ZSCT. It was not there. I continued the the claim but it kept rejecting for not policy, customer has extended warranty. After about a total of 2 hours on the phone and being transfered to many departments i called Kristen which is what i should...
Forum - 01/19/2022
Refer to Service P&P Article 5.4 Sublet Repairs: Sublet invoices are to contain the customers VIN, date of repair, and a complete description of repairs performed, as well as the independent business name, address, and contact information. Generic...
TOWING LABOR OP - 01/05/2022
Customer did not contact roadside assistance and had their vehicle towed in by a company. We ended up not finding a warrantable concern. Is there a labor op to submit for just the tow? I found 0590019 in the pre-delivery section of LTG, but it says "MIC ...
Global Reset - 04/06/2022
... are supposed to stop after about 20 minutes for the CCND LOP. I've got a claim where Customer reports auto stop is inop. Test drove, verified concern. Scanned, no codes. Checked all parameters and verified that all criteria was met for auto...
What Would You Do - 08/20 - 07/30/2020
... was dispatched to the technician that reviewed SI for available bulletins that addressed the customer’s concern. Bulletin 20-NA-020 Brake Squealing Noise was recently updated and appeared to correlate with the concern. The bulletin describes...
Forum - 09/01/2020
... card and retained in the vehicle history folder. When necessary, the dealership is to contact the customer to obtain further details on the service requests and document detailed customer concerns on the job card prior to work being performed. Any concerns...
What Would You Do - 09/20 - 08/25/2020
... had a concern with the transmission shuddering. The technician performed a road test to verify the customer’s concern, finding a 2-3 slip and the converter shudder. To diagnose the condition the technician performed a line pressure test three...
Coronavirus - 03/27/2020
... role within the team. Has the service department noticed a significant increase or decrease in customer traffic? Have you or someone on your team experienced a self-quarantine situation? If so, has it affected your ability to perform your specific responsibilities? ...
Forum - 01/29/2021
... card open/close date) must also provide support for the rental. Management approval for placing a customer in a rental is not a requirement....
Forum - 01/07/2021
You are right, it is an added line but it isn't really an "add line" because it is related to the customer's original concern and it isn't something you found unrelated to what they brought it in for.
Forum - 09/04/2020
FranB63: that is correct - there is not a definitive GM policy on customer signature at time of vehicle pick up. Have a great weekend : )
... if it has been over 12 months it should be COD. The only way you get the 24 month is if the customer pays a participation amount on the original repair, as if you did policy and then they failed later on....
Battery Replacement - 06/14/2023
... it? Were you able to get the battery paid. (FYI this is a parts warranty on an engine that the customer previously purchased and had us install).Thanks, Carol...
Forum - 05/01/2023
If you are saying a customer paid for a transmission installation and you are doing a 3 year 100,000 mile warranty transaction on the SRTA (service replacement transmission assembly) that is processed as a parts warranty. It is coded ZPTI but the rest...
Bulletin 21-NA-095 - 05/19/2023
... P code then what is listed on the bulletin can I still use this bulletin? It just says "some customers may comment that the MIL is illuminated" " Some technicians may find DTC P1488 or P24DA set in the ECM." Does it sound like it has to be these...
Two lines or One? - 09/05/2023
Customer reports intermittant groaning type of noise from possible left front end area on gradual acceleration from stops. Tech found bulletin doc 5733131 to exchange differential fluid. He did that. It was better but noise was still there. Found ...
Transmission Flush - 10/18/2023
I am wondering if any one else is dealing with this. Customer is coming in with shifting issues with the transmission and a shudder when the torque converter is engaging. After following diagnostics and talking to TAC tech is being advised to flush the...
Forum - 04/10/2023
... Another helpful resource within the Warranty Resource Center: Warranty Expense Management. Customer Enthusiasm, Policy and Recalls, and Goodwill labor operations are excluded from the service agent expense analysis process....
What Would You Do? - 05/23 - 04/25/2023
... have their vehicle serviced at the dealership to receive the software updates.On the date of the customer’s scheduled appointment, the recall was listed as open on IVH, so it was included on the job card write up and performed by the technician.The...
Forum - 02/07/2023
... tech should receive some instruction on verifying a repair before the vehicle is returned to the customer....
Forum - 03/03/2023
... when required to satisfy any repair covered under the New Vehicle Limited Warranty period. Reimbursement applies only to GM parts expedited for New Vehicle Limited Warranty repairs. The allowed amount is to be claimed as a Net item in the “Parts...
Transmission over the counter claim - 01/18/2023
I have another shop (non-GM) that purchased a Transmission assembly over the counter that then had the customer return with the transmission failed. After H-routing the ZPTC claim, it was Rejected stating the Serial numbers are required even for...
New GM trick - basically it is theft - 12/20/2022
In the last 2 days I am running into a bunch of recall issues on new units.I have a few customer and PDI tickets, you open the ticket and check the VIS, open recall. In the shop for a day or two then you get the invoice to process the recall and GM closed...
Forum - 06/21/2022
... and this is submitted as a single-line transaction. If the installation of a defective part was customer pay then you add a line to do the parts warranty....
Forum - 07/18/2022
... where we finished a torque converter repair in two days (tech punched on 7.7 and off 7.9) well the customer never brought the rental back until 7.16, so my concern now is if I submit for 9 days rental, but process my claims date as 7.9 for 95/5 compliance...
Major Guard Claims - 07/22/2022
... have been ZSCT. It was not there. I continued the the claim but it kept rejecting for not policy, customer has extended warranty. After about a total of 2 hours on the phone and being transfered to many departments i called Kristen which is what i should...
Forum - 01/19/2022
Refer to Service P&P Article 5.4 Sublet Repairs: Sublet invoices are to contain the customers VIN, date of repair, and a complete description of repairs performed, as well as the independent business name, address, and contact information. Generic...
TOWING LABOR OP - 01/05/2022
Customer did not contact roadside assistance and had their vehicle towed in by a company. We ended up not finding a warrantable concern. Is there a labor op to submit for just the tow? I found 0590019 in the pre-delivery section of LTG, but it says "MIC ...
Global Reset - 04/06/2022
... are supposed to stop after about 20 minutes for the CCND LOP. I've got a claim where Customer reports auto stop is inop. Test drove, verified concern. Scanned, no codes. Checked all parameters and verified that all criteria was met for auto...
What Would You Do - 08/20 - 07/30/2020
... was dispatched to the technician that reviewed SI for available bulletins that addressed the customer’s concern. Bulletin 20-NA-020 Brake Squealing Noise was recently updated and appeared to correlate with the concern. The bulletin describes...
Forum - 09/01/2020
... card and retained in the vehicle history folder. When necessary, the dealership is to contact the customer to obtain further details on the service requests and document detailed customer concerns on the job card prior to work being performed. Any concerns...
What Would You Do - 09/20 - 08/25/2020
... had a concern with the transmission shuddering. The technician performed a road test to verify the customer’s concern, finding a 2-3 slip and the converter shudder. To diagnose the condition the technician performed a line pressure test three...
Coronavirus - 03/27/2020
... role within the team. Has the service department noticed a significant increase or decrease in customer traffic? Have you or someone on your team experienced a self-quarantine situation? If so, has it affected your ability to perform your specific responsibilities? ...
Forum - 01/29/2021
... card open/close date) must also provide support for the rental. Management approval for placing a customer in a rental is not a requirement....
Forum - 01/07/2021
You are right, it is an added line but it isn't really an "add line" because it is related to the customer's original concern and it isn't something you found unrelated to what they brought it in for.
Forum - 09/04/2020
FranB63: that is correct - there is not a definitive GM policy on customer signature at time of vehicle pick up. Have a great weekend : )
3Cs when parts come in - 10/23/2020
There's been a few ROs recently where the customer has returned for an ordered part to be installed. In the technician notes for the repair, their "cause" is "see previous RO for diag." They do have good notes on the previous RO, which...
Forum - 11/20/2020
In this situation, the warranty administrator worked with the service advisor to have the customer return to the dealership to have the recall completed in its entirety. Once completed, the claim was submitted for payment. Thanks craigp!
Forum - 11/20/2020
... prior approval is necessary when a repair is more cost effective, but an assembly is replaced for customer satisfaction....
What Would You Do - 12/20 - 11/25/2020
A technician performed a battery test on a customer’s 2019 Silverado with 10,520 miles on the odometer. The test was performed using the EL-52800 Diagnostic Charge Battery Station. Rather than using the VIN scan feature available with the DCBS tester,...
Part Failures during the Same Repair Visit? - 09/30/2021
... repair line with an explanation of the additional part. If a part fails upon installation during a customer pay repair, the Service Agent should open a second line and submit as a ZPTI parts warranty. Either scenario would require Service Management...
Forum - 11/04/2021
... Transmission Canister Filter Replacement. In other words it looks to me that .... if a Corvette customer comes in and is " concerned " about their responsibility for maintaining their Dual Clutch Transmission. Specifically... how often to replace the...
What Would You Do - 09/21 - 08/30/2021
... carry the part, and it was not available locally, the part was ordered.Once the part came in the customer was contacted to return to the dealership with their vehicle for installation/repair. The technician opened up the shipping container to install...
Forum - 06/10/2021
This is one i think is pretty good. Customer complains of stiff brakes sometimes. (Cause) Vacuum pump not supplying enough vacuum at lower speeds. (Correction) Test drove at low speed. Brakes taking more effort to stop at low speeds. Check all hoses and...
Forum - 05/25/2021
... Operations Manual" on the main JLW page. "Early bird/night drop envelopes, completed by the customer, provide an acceptable customer authorization. The early bird envelope or drop off form must be attached to the job card. While the envelope does not...
Forum - 05/17/2018
If the customer opted for a non-GM part then the warranty would be provided through the parts supplier. Any expenses related to the repair would be handled inside whatever policies the aftermarket provide has. I think kristen is saying you might have...
Parts Warranty vs Powertrain Warranty - 06/18/2018
... powertrain warranty by time. Doesn't the parts warranty carry on for the 12/12? Whatever is in the customer's best interest? Or does the warranty for the part just end with the powertrain. Thanks for any info or document numbers to look up....
Forum - 05/10/2018
... warranty period, towing will be covered. Use of GM Roadside Assistance is encouraged to facilitate customer towing needs. In the event Roadside Assistance was not utilized for towing, towing charges may be submitted on the warranty transaction under...
Forum - 04/11/2018
... "on line support center". I was told that the campaign needs to stay open in case the next customer that may own the vehicle wants it done. All I was told to do was discontinue the mailings, or put a note in the system under their account...
Radio Reset - 04/17/2018
... It's on a 2017 GMC Yukon XL (4WD) with RPO codes IO5 and U2L. I will also add the 3Cs .Concern: "Customer states the display on the radio screen is cut off and can't read the numbers of the station. Please check and advise."Cause: "Found screen locked...
Forum - 07/09/2018
... Mgr do a DMA Pre-Auth request form)is to override any amount the calculator would show as customer participation, so that it doesn't count against us on our Policy adherence. Here in NW Florida any deviation counts against us :)...
Bulletin #PI0564J: Wax Coating on Frame Peeling, Metal Shows Corrosion/Rusting - 07/24/2018
Ok, so we have customer here with 2012 sierra with 59k miles that is obviously out of bumper to bumper. Our body shop is saying that we can still use this bulletin #PI0564J: Wax Coating on Frame Peeling, Metal Shows Corrosion/Rusting even though...
Forum - 08/17/2018
... has all the required information on it before you submit it. I usually just ensure the VIN and customer info is on the invoice. I have never seen a rule that says you can't write it, just that it has to be on there....
Forum - 10/01/2018
... that Concern Not Duplicated LOP's pay to make sure we're doing all we can for the customer? ...
Forum - 10/15/2018
... with a new one that would program. So in the end, it was a parts warranty. I guess at first it was customer pay because we just thought they couldn't get it programmed, and then the service advisor didn't listen to the parts manager and changed it i...
Forum - 10/05/2018
Service advisors must obtain as much detail from the customer as possible at time of write up and review IVH to determine available warranty coverage. The repair line would then be coded appropriately. If for some reason there is a change in responsibility...
Would this be considered Warrantable? - 10/05/2018
... stated that they could not program it. So we flashed the TCM and got it programmed. It started as customer pay, then got changed to internal. Now, the Parts Manager is telling the Service Manager it should've been a parts warranty and that GM should...
Forum - 01/11/2019
Hi Kristen, Yes, the Brake pad Labor code is the only warranty line. Failure was found on customer pay brake service. Hope that is the information you are looking for. Thank you
Forum - 01/10/2019
My store policy is any add lines are documented as follows: "Added operation, *complaint*, customer approved by *method of approval*, *date and time of approved by the customer*." Management approval is required for the add line with an additional date...
DIRT REMOVAL to access - 02/08/2019
... time on this. What do any of you who have this issue do...internal the time to remove, charge the customer?...
Forum - 11/30/2018
... recording on the job card when a one-way or two-way shuttle is provided to the retail customer. ...
There's been a few ROs recently where the customer has returned for an ordered part to be installed. In the technician notes for the repair, their "cause" is "see previous RO for diag." They do have good notes on the previous RO, which...
Forum - 11/20/2020
In this situation, the warranty administrator worked with the service advisor to have the customer return to the dealership to have the recall completed in its entirety. Once completed, the claim was submitted for payment. Thanks craigp!
Forum - 11/20/2020
... prior approval is necessary when a repair is more cost effective, but an assembly is replaced for customer satisfaction....
What Would You Do - 12/20 - 11/25/2020
A technician performed a battery test on a customer’s 2019 Silverado with 10,520 miles on the odometer. The test was performed using the EL-52800 Diagnostic Charge Battery Station. Rather than using the VIN scan feature available with the DCBS tester,...
Part Failures during the Same Repair Visit? - 09/30/2021
... repair line with an explanation of the additional part. If a part fails upon installation during a customer pay repair, the Service Agent should open a second line and submit as a ZPTI parts warranty. Either scenario would require Service Management...
Forum - 11/04/2021
... Transmission Canister Filter Replacement. In other words it looks to me that .... if a Corvette customer comes in and is " concerned " about their responsibility for maintaining their Dual Clutch Transmission. Specifically... how often to replace the...
What Would You Do - 09/21 - 08/30/2021
... carry the part, and it was not available locally, the part was ordered.Once the part came in the customer was contacted to return to the dealership with their vehicle for installation/repair. The technician opened up the shipping container to install...
Forum - 06/10/2021
This is one i think is pretty good. Customer complains of stiff brakes sometimes. (Cause) Vacuum pump not supplying enough vacuum at lower speeds. (Correction) Test drove at low speed. Brakes taking more effort to stop at low speeds. Check all hoses and...
Forum - 05/25/2021
... Operations Manual" on the main JLW page. "Early bird/night drop envelopes, completed by the customer, provide an acceptable customer authorization. The early bird envelope or drop off form must be attached to the job card. While the envelope does not...
Forum - 05/17/2018
If the customer opted for a non-GM part then the warranty would be provided through the parts supplier. Any expenses related to the repair would be handled inside whatever policies the aftermarket provide has. I think kristen is saying you might have...
Parts Warranty vs Powertrain Warranty - 06/18/2018
... powertrain warranty by time. Doesn't the parts warranty carry on for the 12/12? Whatever is in the customer's best interest? Or does the warranty for the part just end with the powertrain. Thanks for any info or document numbers to look up....
Forum - 05/10/2018
... warranty period, towing will be covered. Use of GM Roadside Assistance is encouraged to facilitate customer towing needs. In the event Roadside Assistance was not utilized for towing, towing charges may be submitted on the warranty transaction under...
Forum - 04/11/2018
... "on line support center". I was told that the campaign needs to stay open in case the next customer that may own the vehicle wants it done. All I was told to do was discontinue the mailings, or put a note in the system under their account...
Radio Reset - 04/17/2018
... It's on a 2017 GMC Yukon XL (4WD) with RPO codes IO5 and U2L. I will also add the 3Cs .Concern: "Customer states the display on the radio screen is cut off and can't read the numbers of the station. Please check and advise."Cause: "Found screen locked...
Forum - 07/09/2018
... Mgr do a DMA Pre-Auth request form)is to override any amount the calculator would show as customer participation, so that it doesn't count against us on our Policy adherence. Here in NW Florida any deviation counts against us :)...
Bulletin #PI0564J: Wax Coating on Frame Peeling, Metal Shows Corrosion/Rusting - 07/24/2018
Ok, so we have customer here with 2012 sierra with 59k miles that is obviously out of bumper to bumper. Our body shop is saying that we can still use this bulletin #PI0564J: Wax Coating on Frame Peeling, Metal Shows Corrosion/Rusting even though...
Forum - 08/17/2018
... has all the required information on it before you submit it. I usually just ensure the VIN and customer info is on the invoice. I have never seen a rule that says you can't write it, just that it has to be on there....
Forum - 10/01/2018
... that Concern Not Duplicated LOP's pay to make sure we're doing all we can for the customer? ...
Forum - 10/15/2018
... with a new one that would program. So in the end, it was a parts warranty. I guess at first it was customer pay because we just thought they couldn't get it programmed, and then the service advisor didn't listen to the parts manager and changed it i...
Forum - 10/05/2018
Service advisors must obtain as much detail from the customer as possible at time of write up and review IVH to determine available warranty coverage. The repair line would then be coded appropriately. If for some reason there is a change in responsibility...
Would this be considered Warrantable? - 10/05/2018
... stated that they could not program it. So we flashed the TCM and got it programmed. It started as customer pay, then got changed to internal. Now, the Parts Manager is telling the Service Manager it should've been a parts warranty and that GM should...
Forum - 01/11/2019
Hi Kristen, Yes, the Brake pad Labor code is the only warranty line. Failure was found on customer pay brake service. Hope that is the information you are looking for. Thank you
Forum - 01/10/2019
My store policy is any add lines are documented as follows: "Added operation, *complaint*, customer approved by *method of approval*, *date and time of approved by the customer*." Management approval is required for the add line with an additional date...
DIRT REMOVAL to access - 02/08/2019
... time on this. What do any of you who have this issue do...internal the time to remove, charge the customer?...
Forum - 11/30/2018
... recording on the job card when a one-way or two-way shuttle is provided to the retail customer. ...
2019 Prepaid Maintenance - 12/05/2018
... is something I can print and place in the hands of my advisors from GM (Chevy) that shows what the customer is supposed to get. Lord knows we already have enough trouble with them keeping track of 2 being done....
Up Assembly Claim Help - 11/23/2018
... The last thing I read on this said that they only do that now by request from the dealer on customer pay. My thinking is that we should submit with the rear axle billed, using the rear axle labor operation, and the carrier as the failed part without...
REPORTING NEGLECT IN CLAIM FORM - 01/03/2020
I had a customer come in for an oil change and long story short, It was the first oil change for the vehicle. The SUV was purchased 2 years ago and it now had 29992 miles on it. My Serv Mgr and DMA are good with filing a claim for neglect so some unsuspecting...
Forum - 01/07/2020
... information on our end. It is now scanned into our system and we made a note of it attached to her customer number. We always ask for proof of maintenance if it doesn't appear in the GM Dealer repairs history. I was just hoping there was a way to "make...
Forum - 02/07/2020
Oh, you can cut the cord off at a customer request. Just don't look for GM to pay it. That is why I submitted feedback that they summarily ignored. I would not advise doing it because you can't bill GM and I think it leaves you in an awkward position...
Forum - 02/17/2020
... op code in Global as ZSET. part only. no labor. It will be a 0 amount but will add to build and customer will have warranty on the GM accessory....
Forum - 01/28/2020
... case warrants it, contact the WSC for guidance prior to submission. Definitely coach/counsel the customer to use Roadside Assistance in the future, as well as advising of the ramifications of not having the vehicle towed to the closest dealership fo...
Forum - 03/02/2020
So do we reimburse the customer the exact amount that he paid for the repair? This was how I thought it worked. However my new manager says that it should be the amount that it would have cost under warranty which is always much less. If we do reimburse...
Forum - 02/07/2020
... is significantly beyond what would be covered by the vehicle's warranty. On a side note, Customer Enthusiasm is used in situations when the vehicle is within the time and mileage limitatons of the applicable warranty coverage that are not the result...
Forum - 08/12/2019
... retention, timekeeping all per GM P&P. Make sure to submit with a copy of the invoice showing customer payment for the first installed part....
Forum - 06/21/2019
That is correct 1MaryRuble. Typically dealers will close the job card with the dye charged out internally. When the customer returns with a warrantable defect, reference the previous closed job card with the dye charged out.
PDI TIME PUNCH - 09/26/2019
... the advisor writes up the Job Card incorrectly and say for instance an oil change is written up as Customer Pay my tech will see the "C" and will not punch when they see the "C" but if they see a "W" then they typically punch. How do you usually...
Forum - 05/22/2019
Was this a warranty repair? If so, why was the customer charged at their first visit (to your store)?
GM RECALL 17119 Water Intrusion Into Battery Tub - 05/13/2019
A customer with a vehicle out of base warranty has presented a vehicle that has exhibited water intrusion, damaging the DC/DC converter as described in the above mentioned recall. The condition is:Certain 2016-2017 model year Chevrolet Cruze vehicles...
Policy on an over the counter part - 05/20/2019
... manager has agreed to policy and extend the warranty on an over the counter part. The customer has paid for the labor but the part was put under warranty. I have never done this before. Can I claim an OTC part as a policy repair? The part was originally...
What Would You Do - 04/19 - 03/26/2019
... 13,000 miles on the odometer when the repair was written up in March of this year. The customer concern stated that the right front seat bottom was discolored. The technician inspected the seat and determined that it was necessary to replace the...
Ultium PowerUp Level 2 Home Charger - 01/05/2023
... The chargers are Electric Vehicle drive motor battery chargers designed to be installed in a customer’s home. The warranty is only valid for the original purchaser and is not transferable. Warranty eligibility must be verified by obtaining the...
Cause of Failure Procedures - 08/22/2022
... contain a brief description of steps taken by the technician to determine the root cause of the customers concern and must support the repair performed. As stated, the cause of failure can be a brief description, but it must include the tests performed,...
Service Management Approval - 01/27/2022
... Service management must document their authorization on the job card prior to work performed. The customer must be contacted prior to work being performed for their permission to perform the repair. Document the date and time the customer provided permission...
Battery Reminders - 03/28/2022
... printed test slip with the transaction submission. Only use special case codes (e.g. LEAKS, FLEET, REIMBURSEMENT) when the situation warrants it. These reasons are not valid reasons for not having a test code. Tip: For AGM batteries, LEAKS is only valid...
December 2021 Recall Update - 12/01/2021
... and WCAP clarification. The recall affects select 2017-19 Chevrolet Bolt EV vehicles. Customer Satisfaction Recall N212340500 Cooling System Content Mis-Build: Dealers are instructed to replace radiators and fan modules on vehicles mis-built with...
Recalls - 10/26/2021
... battery cell in the LG battery module. GM is prioritizing the replacement of Bolt EV and EUV customers that were manufactured during specific build time frames where GM feels the defects appear to be clustered. Customers will be notified when their...
General Motors ID Numbers - 12/01/2021
... his/her GMIN in GWM. An example, may be a scenario where the service manager authorizes a Goodwill reimbursement for a non-warranty expense. Contact the Center of Learning Helpdesk for assistance with merging duplicate training records which has resulted...
July 2022 Recall Update - 06/20/2022
... replace the cushion frame as necessary. Approximately 220 vehicles are included in the program. Customer Satisfaction Recall N222364080 Incorrect Front Grille: Approximately 212 vehicles are included in the recall population that addresses vehicles...
PRA Process-New Restrictions - 07/27/2022
... the addition of the latest components, it is important to keep in mind that if the customer has multiple concerns, a separate PRA request must be submitted through the CSMT app for each labor operation processed. As a reminder: The PRA process...
... is something I can print and place in the hands of my advisors from GM (Chevy) that shows what the customer is supposed to get. Lord knows we already have enough trouble with them keeping track of 2 being done....
Up Assembly Claim Help - 11/23/2018
... The last thing I read on this said that they only do that now by request from the dealer on customer pay. My thinking is that we should submit with the rear axle billed, using the rear axle labor operation, and the carrier as the failed part without...
REPORTING NEGLECT IN CLAIM FORM - 01/03/2020
I had a customer come in for an oil change and long story short, It was the first oil change for the vehicle. The SUV was purchased 2 years ago and it now had 29992 miles on it. My Serv Mgr and DMA are good with filing a claim for neglect so some unsuspecting...
Forum - 01/07/2020
... information on our end. It is now scanned into our system and we made a note of it attached to her customer number. We always ask for proof of maintenance if it doesn't appear in the GM Dealer repairs history. I was just hoping there was a way to "make...
Forum - 02/07/2020
Oh, you can cut the cord off at a customer request. Just don't look for GM to pay it. That is why I submitted feedback that they summarily ignored. I would not advise doing it because you can't bill GM and I think it leaves you in an awkward position...
Forum - 02/17/2020
... op code in Global as ZSET. part only. no labor. It will be a 0 amount but will add to build and customer will have warranty on the GM accessory....
Forum - 01/28/2020
... case warrants it, contact the WSC for guidance prior to submission. Definitely coach/counsel the customer to use Roadside Assistance in the future, as well as advising of the ramifications of not having the vehicle towed to the closest dealership fo...
Forum - 03/02/2020
So do we reimburse the customer the exact amount that he paid for the repair? This was how I thought it worked. However my new manager says that it should be the amount that it would have cost under warranty which is always much less. If we do reimburse...
Forum - 02/07/2020
... is significantly beyond what would be covered by the vehicle's warranty. On a side note, Customer Enthusiasm is used in situations when the vehicle is within the time and mileage limitatons of the applicable warranty coverage that are not the result...
Forum - 08/12/2019
... retention, timekeeping all per GM P&P. Make sure to submit with a copy of the invoice showing customer payment for the first installed part....
Forum - 06/21/2019
That is correct 1MaryRuble. Typically dealers will close the job card with the dye charged out internally. When the customer returns with a warrantable defect, reference the previous closed job card with the dye charged out.
PDI TIME PUNCH - 09/26/2019
... the advisor writes up the Job Card incorrectly and say for instance an oil change is written up as Customer Pay my tech will see the "C" and will not punch when they see the "C" but if they see a "W" then they typically punch. How do you usually...
Forum - 05/22/2019
Was this a warranty repair? If so, why was the customer charged at their first visit (to your store)?
GM RECALL 17119 Water Intrusion Into Battery Tub - 05/13/2019
A customer with a vehicle out of base warranty has presented a vehicle that has exhibited water intrusion, damaging the DC/DC converter as described in the above mentioned recall. The condition is:Certain 2016-2017 model year Chevrolet Cruze vehicles...
Policy on an over the counter part - 05/20/2019
... manager has agreed to policy and extend the warranty on an over the counter part. The customer has paid for the labor but the part was put under warranty. I have never done this before. Can I claim an OTC part as a policy repair? The part was originally...
What Would You Do - 04/19 - 03/26/2019
... 13,000 miles on the odometer when the repair was written up in March of this year. The customer concern stated that the right front seat bottom was discolored. The technician inspected the seat and determined that it was necessary to replace the...
Ultium PowerUp Level 2 Home Charger - 01/05/2023
... The chargers are Electric Vehicle drive motor battery chargers designed to be installed in a customer’s home. The warranty is only valid for the original purchaser and is not transferable. Warranty eligibility must be verified by obtaining the...
Cause of Failure Procedures - 08/22/2022
... contain a brief description of steps taken by the technician to determine the root cause of the customers concern and must support the repair performed. As stated, the cause of failure can be a brief description, but it must include the tests performed,...
Service Management Approval - 01/27/2022
... Service management must document their authorization on the job card prior to work performed. The customer must be contacted prior to work being performed for their permission to perform the repair. Document the date and time the customer provided permission...
Battery Reminders - 03/28/2022
... printed test slip with the transaction submission. Only use special case codes (e.g. LEAKS, FLEET, REIMBURSEMENT) when the situation warrants it. These reasons are not valid reasons for not having a test code. Tip: For AGM batteries, LEAKS is only valid...
December 2021 Recall Update - 12/01/2021
... and WCAP clarification. The recall affects select 2017-19 Chevrolet Bolt EV vehicles. Customer Satisfaction Recall N212340500 Cooling System Content Mis-Build: Dealers are instructed to replace radiators and fan modules on vehicles mis-built with...
Recalls - 10/26/2021
... battery cell in the LG battery module. GM is prioritizing the replacement of Bolt EV and EUV customers that were manufactured during specific build time frames where GM feels the defects appear to be clustered. Customers will be notified when their...
General Motors ID Numbers - 12/01/2021
... his/her GMIN in GWM. An example, may be a scenario where the service manager authorizes a Goodwill reimbursement for a non-warranty expense. Contact the Center of Learning Helpdesk for assistance with merging duplicate training records which has resulted...
July 2022 Recall Update - 06/20/2022
... replace the cushion frame as necessary. Approximately 220 vehicles are included in the program. Customer Satisfaction Recall N222364080 Incorrect Front Grille: Approximately 212 vehicles are included in the recall population that addresses vehicles...
PRA Process-New Restrictions - 07/27/2022
... the addition of the latest components, it is important to keep in mind that if the customer has multiple concerns, a separate PRA request must be submitted through the CSMT app for each labor operation processed. As a reminder: The PRA process...
Labor Rate - 01/29/2024
... labor rate calculation under both Option A and Option C require submission of 100 sequential customer pay job cards for repairs completed no more than 180 days before submission. Dealers are to utilize the Job Card Verification Form provided by the Regional...
Employee Parts Discount Program - 12/26/2023
... 31, 2024. Participating dealers agree to honor the applicable parts discount amounts at time of customer pay parts purchase. Discounts of up to $40.00 are based on the value of parts purchased. ZSSP claims are submitted with one of the unique labor operation...
Roadside Assistance Program - Roadside Reunite - 01/29/2024
The Roadside Assistance-Reunite program is applicable when returning a vehicle for customers who are traveling more than 100 miles from their home, and their vehicle is disabled with a warranty related disablement (tire related disablements and battery...
Forum - 12/27/2023
... they don't get me the information to extend it it doesn't get done. I have them tell me when the customer went in the rental so I can gently remind them but the time it needs to be done that I need the information. I don't feel as a warranty administrator...
Forum - 11/27/2023
I had it happen w hen none of the LPO'S arrived at time of delivery and the vehicle had about 5000 miles when the customer returned. I just h-routed and it was paid.
Forum - 12/12/2023
... by no means do I permit issues to go unchecked. It's just difficult when you have a line of customers in front of you and you need to close out a CPO oil change, and you need to look up the specific vehicle to see how much GM will pay, then sometimes...
Forum - 01/16/2024
... Can you contact your WSC rep and explain the situation? Seems like you should be able to get the customer reimbursed for that one. ...
Forum - 03/05/2024
Sorry I am late to the show, but yeah Fran is right. It is a separate line but not a true add line since it is related to the original customer concern. Your DMS makes this so much more confusing J. I feel for you.
Forum - 03/08/2024
Its when a customer contacts Chevy because they have had concerns several times on a specific thing. It is a component Coverage Letter. Component Coverage Letter (CCL) – Letter issued extending coverage of a designated vehicle...
EI Lite - 08/29/2023
Dealers are to proceed with an Engineering Investigation (EI) only if the customer has commented about the concern and the PIE number is listed in GWM/IVH. In the case of an EI Lite, such as PIE0757, dealers are to use the Field Product Reporting App...
Service Management Approval Requirements - 12/26/2023
... or initials Date Time Explanation Some situations require a separate authorization. A missing customer signature, add on repair, and warranty on a stock vehicle all require their own unique authorization. For example, if you have a job card that is...
Part Failure During Same Visit - 11/29/2023
... date, time and explanation prior to job card submission. If the initial repair was customer pay, you will need to add a line for the ZPTI parts warranty. Since you are addressing the customer’s original concern, the added line would not be...
Electronic Service Center Tips - 08/29/2023
... for the component on the warranty job card as they are supplied to dealers at no cost. Note: Customer pay orders must also be purchased directly through the ESC and the cost plus the dealer markup is claimed as a sublet. Warranty transactions will...
Service Update Bulletin - 07/25/2023
... to delivery, in Service Agent inventory and can also authorize Service Agents to correct involved customer vehicles that return for any type of service, provided that the applicable warranty is still in effect. This type of field action is implemented...
Reject of the Month - July 2023 - 06/27/2023
... a printout of the code vs handwriting it on the hard/shop copy of the job card. On a side note: customers impacted by Front and Rear Park Assist Retrofit will be receiving an email and mobile push notification. Recall notification will continue to be...
Bulletin Updates - 05/23/2023
... including but not limited to a GDS2 or Pico Scope printout, whichever is applicable. The Add On Customer Concern After Job Card Write-Up, Point 8, includes an update to where the add on line is added on the job card. With the most current version, the...
GM Accessories Employee Discount Program - 01/21/2019
... Enter the 9-Digit Authorization Number in the Reference Number field of the claim. The discount reimbursement amount is submitted in the Miscellaneous/Net Item field. The following information is required in the Comments field of the transaction: Authorization...
Policy & No PET - 12/19/2018
... that begins with “06” Documented situations where GM states to not charge the customer (e.g. Liftgate Struts-15240 and Keys for Life-140063 and 140113) Repairs with one of the following labor operations: 1415030 (liftgate strut), 6410070...
Cadillac Moments - 11/29/2018
... attached to the warranty transaction. Examples for the use of the tool include providing the customer with a $50 gift card for a spa visit. The 3 C’s on the job card must support the business reason for tool use. ...
8-Speed Torque Converter Shudder - 06/26/2019
... the fluid exchange, the shudder condition may take up to 200 miles to be eliminated. The customer must be informed that full effect of the repair will take up to 200 miles and a minimum of two cold to operating temperature drive cycles. Torque converter...
Windows 7 - 12/02/2019
... take place at the end of the year, and with it the termination of security features that protect customer data, financial information, and allow compatibility with GM applications. All dealership computers need to be upgraded to Windows 10 before the...
08-03-10-006 - 01/03/2020
... bead seat corrosion resulting in an air leak. The 3 C’s on the job card must support the customer’s concern and the failure. ...
Service Policies and Procedures - 01/03/2020
... and Parts P&P Manuals: General Information, Transportation, Vehicle Storage, and PDI Policy, Customer Assistance, Training, Tools and TAC Policy, Warranty Policy Information, Parts and Accessories Policies & Procedures Manual, and Global Warranty...
GM Accessories Employee Discount Program - 01/29/2020
... Enter the 9-Digit Authorization Number in the Reference Number field of the claim. The discount reimbursement amount is submitted in the Miscellaneous/Net Item field. The following information is required in the Comments field of the transaction: Authorization...
Incompatible Part - 06/23/2020
... with a new labor operation (if applicable). Tip: If the part/repair is unrelated to the customer’s original concern, add on authorization by service management is required. GM Authorize the transaction with a detailed explanation as to why the...
... labor rate calculation under both Option A and Option C require submission of 100 sequential customer pay job cards for repairs completed no more than 180 days before submission. Dealers are to utilize the Job Card Verification Form provided by the Regional...
Employee Parts Discount Program - 12/26/2023
... 31, 2024. Participating dealers agree to honor the applicable parts discount amounts at time of customer pay parts purchase. Discounts of up to $40.00 are based on the value of parts purchased. ZSSP claims are submitted with one of the unique labor operation...
Roadside Assistance Program - Roadside Reunite - 01/29/2024
The Roadside Assistance-Reunite program is applicable when returning a vehicle for customers who are traveling more than 100 miles from their home, and their vehicle is disabled with a warranty related disablement (tire related disablements and battery...
Forum - 12/27/2023
... they don't get me the information to extend it it doesn't get done. I have them tell me when the customer went in the rental so I can gently remind them but the time it needs to be done that I need the information. I don't feel as a warranty administrator...
Forum - 11/27/2023
I had it happen w hen none of the LPO'S arrived at time of delivery and the vehicle had about 5000 miles when the customer returned. I just h-routed and it was paid.
Forum - 12/12/2023
... by no means do I permit issues to go unchecked. It's just difficult when you have a line of customers in front of you and you need to close out a CPO oil change, and you need to look up the specific vehicle to see how much GM will pay, then sometimes...
Forum - 01/16/2024
... Can you contact your WSC rep and explain the situation? Seems like you should be able to get the customer reimbursed for that one. ...
Forum - 03/05/2024
Sorry I am late to the show, but yeah Fran is right. It is a separate line but not a true add line since it is related to the original customer concern. Your DMS makes this so much more confusing J. I feel for you.
Forum - 03/08/2024
Its when a customer contacts Chevy because they have had concerns several times on a specific thing. It is a component Coverage Letter. Component Coverage Letter (CCL) – Letter issued extending coverage of a designated vehicle...
EI Lite - 08/29/2023
Dealers are to proceed with an Engineering Investigation (EI) only if the customer has commented about the concern and the PIE number is listed in GWM/IVH. In the case of an EI Lite, such as PIE0757, dealers are to use the Field Product Reporting App...
Service Management Approval Requirements - 12/26/2023
... or initials Date Time Explanation Some situations require a separate authorization. A missing customer signature, add on repair, and warranty on a stock vehicle all require their own unique authorization. For example, if you have a job card that is...
Part Failure During Same Visit - 11/29/2023
... date, time and explanation prior to job card submission. If the initial repair was customer pay, you will need to add a line for the ZPTI parts warranty. Since you are addressing the customer’s original concern, the added line would not be...
Electronic Service Center Tips - 08/29/2023
... for the component on the warranty job card as they are supplied to dealers at no cost. Note: Customer pay orders must also be purchased directly through the ESC and the cost plus the dealer markup is claimed as a sublet. Warranty transactions will...
Service Update Bulletin - 07/25/2023
... to delivery, in Service Agent inventory and can also authorize Service Agents to correct involved customer vehicles that return for any type of service, provided that the applicable warranty is still in effect. This type of field action is implemented...
Reject of the Month - July 2023 - 06/27/2023
... a printout of the code vs handwriting it on the hard/shop copy of the job card. On a side note: customers impacted by Front and Rear Park Assist Retrofit will be receiving an email and mobile push notification. Recall notification will continue to be...
Bulletin Updates - 05/23/2023
... including but not limited to a GDS2 or Pico Scope printout, whichever is applicable. The Add On Customer Concern After Job Card Write-Up, Point 8, includes an update to where the add on line is added on the job card. With the most current version, the...
GM Accessories Employee Discount Program - 01/21/2019
... Enter the 9-Digit Authorization Number in the Reference Number field of the claim. The discount reimbursement amount is submitted in the Miscellaneous/Net Item field. The following information is required in the Comments field of the transaction: Authorization...
Policy & No PET - 12/19/2018
... that begins with “06” Documented situations where GM states to not charge the customer (e.g. Liftgate Struts-15240 and Keys for Life-140063 and 140113) Repairs with one of the following labor operations: 1415030 (liftgate strut), 6410070...
Cadillac Moments - 11/29/2018
... attached to the warranty transaction. Examples for the use of the tool include providing the customer with a $50 gift card for a spa visit. The 3 C’s on the job card must support the business reason for tool use. ...
8-Speed Torque Converter Shudder - 06/26/2019
... the fluid exchange, the shudder condition may take up to 200 miles to be eliminated. The customer must be informed that full effect of the repair will take up to 200 miles and a minimum of two cold to operating temperature drive cycles. Torque converter...
Windows 7 - 12/02/2019
... take place at the end of the year, and with it the termination of security features that protect customer data, financial information, and allow compatibility with GM applications. All dealership computers need to be upgraded to Windows 10 before the...
08-03-10-006 - 01/03/2020
... bead seat corrosion resulting in an air leak. The 3 C’s on the job card must support the customer’s concern and the failure. ...
Service Policies and Procedures - 01/03/2020
... and Parts P&P Manuals: General Information, Transportation, Vehicle Storage, and PDI Policy, Customer Assistance, Training, Tools and TAC Policy, Warranty Policy Information, Parts and Accessories Policies & Procedures Manual, and Global Warranty...
GM Accessories Employee Discount Program - 01/29/2020
... Enter the 9-Digit Authorization Number in the Reference Number field of the claim. The discount reimbursement amount is submitted in the Miscellaneous/Net Item field. The following information is required in the Comments field of the transaction: Authorization...
Incompatible Part - 06/23/2020
... with a new labor operation (if applicable). Tip: If the part/repair is unrelated to the customer’s original concern, add on authorization by service management is required. GM Authorize the transaction with a detailed explanation as to why the...
Parts Policies - 05/29/2020
... swapping of parts is helpful from a diagnostic perspective, swapped parts must never remain on the customer’s vehicle. If it is determined from swapping parts that a specific component is the cause of failure, a new GM or GM approved replaced part...
Transportation Claim Photo Requirements - 03/27/2020
... Be sure to submit only clear photos reflecting the damaged area requiring repair and subsequent reimbursement. A close-up photo of the damage. Include a measuring device (ruler) in the photo to reference the size of the damage. Either the accounting...
A Better Cause of Failure - 05/28/2020
... be included on the job card. Below is a well written example of a cause of failure: Verified customer’s concern. Scanned for DTC’s and found several codes related to a lean condition/induction issue. P0131, H02S, circuit low voltage....
Reject of the Month - September 2020 - 08/25/2020
... good business practice includes a clear, detailed description of the concern as described by the customer. Also, the cause/correction comments must accurately summarize what was found to be the cause, how it was found, diagnostic steps performed, and...
CSMT PRA Process - 09/22/2020
... of a PRA (it is recommended to contact the PRA team when refinishing wheels). Policy decision and customer enthusiasm transactions do not require submission of a PRA. If using a labor operation that is listed as PRA required, submit the claim with GM...
Limited Lifetime Parts Warranty - 11/25/2020
The Certified Service Limited Lifetime Parts Warranty (LLPW) offers a lifetime warranty on specific customer purchased parts to the original purchaser only. Labor is covered if the part fails within 12 months for those lifetime parts that were when installed...
Types of Job Card Systems - 02/25/2021
... or handed over to the person who has possession of the shop copy. The shop copy is the copy the customer signs for authorization to repair their vehicle. Service management is responsible for verifying that additional repairs are necessary and approves...
Policies for Engine and Transmission Replacements - 03/22/2021
... after diagnosis it is determined that a repair is less costly than a replace, but due to customer satisfaction reasons an assembly is being considered, preapproval is required via the Dealer Empowerment Request form. Examples of this include the cause...
GM Authorization and Attachments - 05/26/2021
... the amount (if any) of GM participation. Dealers should abide by the dollar amount shown for customer participation, however, you are allowed to deviate from the dollar amount up to $500. A deviation consideration greater than $500 requires Wholesale...
Battery Reminders - 03/22/2021
... and not the “Mid Info” code. Only use special case codes (e.g. LEAKS, FLEET, REIMBURSEMENT) when the situation warrants it. These reasons are not valid reasons for not having a test code. Tip: For AGM batteries, LEAKS is only valid if the...
Field Action Status Change Form: CAM-03 - 10/01/2021
... The dealership should open a job card to document that the specific recall is open, but the customer has denied completion. As with any job card, the customer must sign to acknowledge the document. Additionally, the Field Action Vehicle Status Change...
Claiming Shuttle Allowance - 10/01/2021
... allowed to claim $7.50 for a one-way shuttle and $15.00 for a two-way. Whether you transport your customer home, to work, or wherever they need to be, you can claim shuttle allowance. You are also allowed to get reimbursed for pick up and delivery of...
Reject of the Month - June 2021 - 05/26/2021
... certain 2017-18 Chevrolet Silverado HD and GMC Sierra HD vehicles. The bulletin allows a reimbursement of 0.9 hours with labor operation 9105473 to replace the driver and passenger seat belt retractors. The parts information section of the...
DMA Claim Approval Request - 04/03/2014
... Dealer Aftersales Empowerment link and select "Search Empowerment". You can recall the request by customer name, request number, or VIN search. For more information, refer to message G_0000163345 and bulletin 11-00-89-005. ...
Tire Replacement Labour Operations - 06/06/2014
... or there is damage to the tire from hitting something, unless the service agent is instituting a Customer Enthusiasm transaction. A Pre-Repair and a Tire Authorization form must be accurately completed, and in certain situations, the tires must be returned...
The New Recall Center - 07/01/2014
GM has launched the new Recall Center on June 16, 2014. The site is designed to help the customer be kept informed about their vehicles. The new center is located at https://recalls.gm.com. The following features are available on the site:Daily updates...
Authorization Codes - 01/10/2014
... to approve a warranty transaction that is outside the limits and edits of acceptable warranty reimbursements. With the application of every authorization code, a thorough explanation of why the transaction should be paid must be documented on the job...
March Madness - 02/27/2014
... following are just a few of those requirements:Descriptive 3 C's supporting the repair with the customer's signature on the job cardThe serial numbers of both the failed component being removed and the replacement component being installed, if applicableSubmit...
Certified Elite Criteria Update - 05/14/2013
... Elite status in June 2013, dealers must meet or exceed the following criteria:New Vehicle Customer Retention-41% or higher (NEW)Dealership Parts Loyalty-83% or higher (NEW)Repeat Repairs-3% or less (NEW)Service Training Standards-100% or aboveDealership...
Exterior Labour Operations - 04/12/2013
... verbiage and pictures with the job card. The ten-digit code provides the specific location of the customer concern. Bulletin 11-00-89-007 ...
Chromed Aluminum Wheels - 04/12/2013
... under warranty one-time. When making a one-time warranty decision, it is important to advise the customer that it is a one-time replacement. Bulletin 00-03-10-002 ...
V6 Pickups - 12/09/2013
... for a comparable 2013 model. While dealers agree with GM that it is a much improved engine, most customers believe that anything but a V8 won't do. ...
Lithium Ion Batteries - 11/18/2013
All warranty and customer pay lithium ion battery packs and sections will be requested back for analysis. If the battery pack/section is not returned within the specified parameters, the dealer will be charged retail price for the component. Vehicles...
Over The Air Updates - 11/18/2013
GM has developed new technology that will allow for greater customer satisfaction when delivering vehicle updates. Vehicle owners will have the ability to receive vehicle updates via OnStar. The new technology will be piloted with a new calibration on...
GMC Canyon Diesel - 12/01/2015
... a smart-sized pickup that is quiet, capable, and efficient. The new Duramax diesel engine provides customers with another choice for handling heavier work and recreational needs, efficiently. The Canyon diesel is scheduled to go on sale this fall and...
... swapping of parts is helpful from a diagnostic perspective, swapped parts must never remain on the customer’s vehicle. If it is determined from swapping parts that a specific component is the cause of failure, a new GM or GM approved replaced part...
Transportation Claim Photo Requirements - 03/27/2020
... Be sure to submit only clear photos reflecting the damaged area requiring repair and subsequent reimbursement. A close-up photo of the damage. Include a measuring device (ruler) in the photo to reference the size of the damage. Either the accounting...
A Better Cause of Failure - 05/28/2020
... be included on the job card. Below is a well written example of a cause of failure: Verified customer’s concern. Scanned for DTC’s and found several codes related to a lean condition/induction issue. P0131, H02S, circuit low voltage....
Reject of the Month - September 2020 - 08/25/2020
... good business practice includes a clear, detailed description of the concern as described by the customer. Also, the cause/correction comments must accurately summarize what was found to be the cause, how it was found, diagnostic steps performed, and...
CSMT PRA Process - 09/22/2020
... of a PRA (it is recommended to contact the PRA team when refinishing wheels). Policy decision and customer enthusiasm transactions do not require submission of a PRA. If using a labor operation that is listed as PRA required, submit the claim with GM...
Limited Lifetime Parts Warranty - 11/25/2020
The Certified Service Limited Lifetime Parts Warranty (LLPW) offers a lifetime warranty on specific customer purchased parts to the original purchaser only. Labor is covered if the part fails within 12 months for those lifetime parts that were when installed...
Types of Job Card Systems - 02/25/2021
... or handed over to the person who has possession of the shop copy. The shop copy is the copy the customer signs for authorization to repair their vehicle. Service management is responsible for verifying that additional repairs are necessary and approves...
Policies for Engine and Transmission Replacements - 03/22/2021
... after diagnosis it is determined that a repair is less costly than a replace, but due to customer satisfaction reasons an assembly is being considered, preapproval is required via the Dealer Empowerment Request form. Examples of this include the cause...
GM Authorization and Attachments - 05/26/2021
... the amount (if any) of GM participation. Dealers should abide by the dollar amount shown for customer participation, however, you are allowed to deviate from the dollar amount up to $500. A deviation consideration greater than $500 requires Wholesale...
Battery Reminders - 03/22/2021
... and not the “Mid Info” code. Only use special case codes (e.g. LEAKS, FLEET, REIMBURSEMENT) when the situation warrants it. These reasons are not valid reasons for not having a test code. Tip: For AGM batteries, LEAKS is only valid if the...
Field Action Status Change Form: CAM-03 - 10/01/2021
... The dealership should open a job card to document that the specific recall is open, but the customer has denied completion. As with any job card, the customer must sign to acknowledge the document. Additionally, the Field Action Vehicle Status Change...
Claiming Shuttle Allowance - 10/01/2021
... allowed to claim $7.50 for a one-way shuttle and $15.00 for a two-way. Whether you transport your customer home, to work, or wherever they need to be, you can claim shuttle allowance. You are also allowed to get reimbursed for pick up and delivery of...
Reject of the Month - June 2021 - 05/26/2021
... certain 2017-18 Chevrolet Silverado HD and GMC Sierra HD vehicles. The bulletin allows a reimbursement of 0.9 hours with labor operation 9105473 to replace the driver and passenger seat belt retractors. The parts information section of the...
DMA Claim Approval Request - 04/03/2014
... Dealer Aftersales Empowerment link and select "Search Empowerment". You can recall the request by customer name, request number, or VIN search. For more information, refer to message G_0000163345 and bulletin 11-00-89-005. ...
Tire Replacement Labour Operations - 06/06/2014
... or there is damage to the tire from hitting something, unless the service agent is instituting a Customer Enthusiasm transaction. A Pre-Repair and a Tire Authorization form must be accurately completed, and in certain situations, the tires must be returned...
The New Recall Center - 07/01/2014
GM has launched the new Recall Center on June 16, 2014. The site is designed to help the customer be kept informed about their vehicles. The new center is located at https://recalls.gm.com. The following features are available on the site:Daily updates...
Authorization Codes - 01/10/2014
... to approve a warranty transaction that is outside the limits and edits of acceptable warranty reimbursements. With the application of every authorization code, a thorough explanation of why the transaction should be paid must be documented on the job...
March Madness - 02/27/2014
... following are just a few of those requirements:Descriptive 3 C's supporting the repair with the customer's signature on the job cardThe serial numbers of both the failed component being removed and the replacement component being installed, if applicableSubmit...
Certified Elite Criteria Update - 05/14/2013
... Elite status in June 2013, dealers must meet or exceed the following criteria:New Vehicle Customer Retention-41% or higher (NEW)Dealership Parts Loyalty-83% or higher (NEW)Repeat Repairs-3% or less (NEW)Service Training Standards-100% or aboveDealership...
Exterior Labour Operations - 04/12/2013
... verbiage and pictures with the job card. The ten-digit code provides the specific location of the customer concern. Bulletin 11-00-89-007 ...
Chromed Aluminum Wheels - 04/12/2013
... under warranty one-time. When making a one-time warranty decision, it is important to advise the customer that it is a one-time replacement. Bulletin 00-03-10-002 ...
V6 Pickups - 12/09/2013
... for a comparable 2013 model. While dealers agree with GM that it is a much improved engine, most customers believe that anything but a V8 won't do. ...
Lithium Ion Batteries - 11/18/2013
All warranty and customer pay lithium ion battery packs and sections will be requested back for analysis. If the battery pack/section is not returned within the specified parameters, the dealer will be charged retail price for the component. Vehicles...
Over The Air Updates - 11/18/2013
GM has developed new technology that will allow for greater customer satisfaction when delivering vehicle updates. Vehicle owners will have the ability to receive vehicle updates via OnStar. The new technology will be piloted with a new calibration on...
GMC Canyon Diesel - 12/01/2015
... a smart-sized pickup that is quiet, capable, and efficient. The new Duramax diesel engine provides customers with another choice for handling heavier work and recreational needs, efficiently. The Canyon diesel is scheduled to go on sale this fall and...
24 Hours of Happiness - 07/29/2015
Buick is once again offering customers the opportunity to take test drive vehicles home overnight in a move that it calls a long term brand builder. GM ran a similar 24-hour test drive promotion in 2003 and 2004. At one point, GM offered to pay $250 to...
Smartphone App - 07/01/2014
... users receive a 10% discount for six months upon enrollment. After that, savings are based on the customer's driving habits. The app is currently available to drivers in Montana, Nebraska, and New Hampshire. The app may roll out to other states this...
Returning Parts to the Warranty Parts Center - 07/01/2014
... in the ignition switch recalls. For your efforts, don't forget to claim the labour allowance reimbursement you are entitled to, up to 0.3. Claiming this administrative allowance requires that you make an adjustment to the accepted transaction from which...
Non Serviceable Bracket - 07/01/2014
Some customers may have concern with a loose inside rear view mirror, loose mirror mounting bracket, or an inside rear view mirror that has fallen off. This situation has occurred with the following vehicles; 2014-2015 Buick LaCrosse, Regal; 2013-2015...
CPO Vehicles - 12/19/2014
... over by dealers and carrying a brand warranty, which posted a 21% increase in the amount that customers actually paid for the cars compared to the same month in 2013. The average used car sold for $16,130. CPO vehicles are considered good alternatives...
Recall 14591 - 01/21/2015
Customer Satisfaction Program 14591 was launched in December, 2014. The spark plugs on the vehicle are to be updated to the 2014/2015 part number as part of the service procedure contained with the recall. Some technicians have found that the plugs they ...
Proactive Alerts - 06/27/2016
... established benchmarks. The goal is to stay one step ahead of the check engine light and save customers' time. ...
Service Management Authorization Matrix - 05/24/2016
... submission. Additionally, the DMA must be notified of the situation within 10 days of placing the customer in the rental vehicle. ...
Empowerment - 03/01/2016
The Clarification of Use-Dealer Empowerment Labor Operations and Customer Enthusiasm bulletin, 11-00-89-005I, has been updated, effective February 1, 2016. The bulletin has been revised to include 2016 Powertrain coverages and updated goodwill tools. Powertrain...
Smartphones and Cars - 04/08/2016
... frequently, problems using smartphones and other new controls in cars are the highest ranking customer issues. People expect to be able to make calls, access their music, and get directions in a manner that minimizes distraction. A system that makes...
Cadillac CT6 Aluminum Vehicles - 04/08/2016
... have the training, equipment and tools necessary to properly perform structural repairs. Customers that require towing as a result of a collision may contact Cadillac Roadside Assistance or press the blue OnStar button. Towing to the nearest Cadillac...
CTP Vehicles with Open Recalls - 04/08/2016
A rental vehicle cannot be given to a customer when there is an open recall. This is true whether the rental vehicle came from an outside source, or the service agent's own vehicle, as part of the Courtesy Transportation Program. Beginning March 11th,...
SFE Recall Compliance Reminder - 04/08/2016
... that is outlined on the PDI form, therefore, only the dealership delivering the vehicle to a customer will be penalized for non-performance of Safety or Non-Compliance recalls. SFE debits are processed once per quarter, approximately two months after...
New Vehicle Receiving and Inspection Guidelines - 03/01/2016
... be changed. The carrier's copy of the delivery receipt establishes liability for transportation reimbursement.When there are no unusual delivery conditions the inspection is to take no more than 5 minutes per vehicle, and up to a maximum of 30 minutes...
Sublet Repairs - 01/23/2017
... parts may be used but it must be clearly stated on the job card that the parts are not GM. The customer must be told of the non-GM parts and the warranty coverage of those parts must be explained. Sublet invoices must contain the customer’s name,...
Complaint and Cause Codes - 09/27/2016
... category, the transaction will reject: Error 157: Labor code 4030170 is not valid for Customer Complaint Code 0724. Error 243: Reject 157 cannot be authorized and must be corrected.With this reject, assuming the labor operation is correct,...
Coding Transportation Transactions - 09/27/2016
... a transportation claim. If a panel can be repaired, the labor operation used to submit for reimbursement is the Refinish Color/Clear Coat labor operation, found in the Body Repair/Paint and Coatings section of the Labor Time Guide. If a panel cannot...
Choosing the Correct Labor Operation for Consequential Damage Repairs - 06/19/2017
... the trim piece that got wet, and feel that the vehicle has been properly repaired. However, the customer, after a few days, may feel there is too much of a musty odor or can see a water line that they are not happy with. The customer returns to the dealership...
Windshield Washer Fluid - 08/21/2017
... sensors, and other obstacle detection hardware that must be kept free of dirt and debris), enable customers to refill their washer reservoir less frequently, and not add weight to the vehicle. An automotive supplier is marketing a self-filling windshield...
OptiKleen and DEF - 07/25/2017
... allowed is 2. DEF Labor operation 0590062 was created in April, 2017, to allow for the reimbursement of DEF fluid added during PDI. The labor operation allows for the submission of up to 2.5 gallons (10 quarts) of DEF plus applicable handling allowances....
Full Disclosure - 07/25/2017
... of parts can be very useful from a diagnostic perspective, swapped parts must never remain on the customer’s vehicle. If it is determined (from swapping parts) that a vehicle part is the source of the warranty concern, a new GM or GM approved replacement...
Diagnosis Time - 07/25/2017
... 1.8 and there is diagnosis add time allowed with the labor operation that pays up to 0.3. If the customer’s concern is excessive moisture in the headlamp, the decision to replace the headlamp is based on what is seen and typically would not need...
Electronic Exchange Program - 10/24/2017
... dealership being charged the list price of the component. Warranty administrators submit for labor reimbursement only and $45.00 administrative allowance that is entered in the net item field. If the repair performed is a policy repair, the ESC...
Reject of the Month - 10/24/2017
... shift and a/c noise. The job card was written with five warranty concerns expressed by the customer, including; check engine light stays on, service tire monitoring system light stays on, brake noise, poor shift, and a/c noise. The technician...
Dead Battery - 06/25/2018
... the ongoing issue of dead batteries in 2018 GMC Terrain vehicles, both with dealer inventory and customer vehicles. Engineering is working on a fix. In the meantime GMC dealers are authorized to make valid warranty claims for any batteries replaced during...
Buick is once again offering customers the opportunity to take test drive vehicles home overnight in a move that it calls a long term brand builder. GM ran a similar 24-hour test drive promotion in 2003 and 2004. At one point, GM offered to pay $250 to...
Smartphone App - 07/01/2014
... users receive a 10% discount for six months upon enrollment. After that, savings are based on the customer's driving habits. The app is currently available to drivers in Montana, Nebraska, and New Hampshire. The app may roll out to other states this...
Returning Parts to the Warranty Parts Center - 07/01/2014
... in the ignition switch recalls. For your efforts, don't forget to claim the labour allowance reimbursement you are entitled to, up to 0.3. Claiming this administrative allowance requires that you make an adjustment to the accepted transaction from which...
Non Serviceable Bracket - 07/01/2014
Some customers may have concern with a loose inside rear view mirror, loose mirror mounting bracket, or an inside rear view mirror that has fallen off. This situation has occurred with the following vehicles; 2014-2015 Buick LaCrosse, Regal; 2013-2015...
CPO Vehicles - 12/19/2014
... over by dealers and carrying a brand warranty, which posted a 21% increase in the amount that customers actually paid for the cars compared to the same month in 2013. The average used car sold for $16,130. CPO vehicles are considered good alternatives...
Recall 14591 - 01/21/2015
Customer Satisfaction Program 14591 was launched in December, 2014. The spark plugs on the vehicle are to be updated to the 2014/2015 part number as part of the service procedure contained with the recall. Some technicians have found that the plugs they ...
Proactive Alerts - 06/27/2016
... established benchmarks. The goal is to stay one step ahead of the check engine light and save customers' time. ...
Service Management Authorization Matrix - 05/24/2016
... submission. Additionally, the DMA must be notified of the situation within 10 days of placing the customer in the rental vehicle. ...
Empowerment - 03/01/2016
The Clarification of Use-Dealer Empowerment Labor Operations and Customer Enthusiasm bulletin, 11-00-89-005I, has been updated, effective February 1, 2016. The bulletin has been revised to include 2016 Powertrain coverages and updated goodwill tools. Powertrain...
Smartphones and Cars - 04/08/2016
... frequently, problems using smartphones and other new controls in cars are the highest ranking customer issues. People expect to be able to make calls, access their music, and get directions in a manner that minimizes distraction. A system that makes...
Cadillac CT6 Aluminum Vehicles - 04/08/2016
... have the training, equipment and tools necessary to properly perform structural repairs. Customers that require towing as a result of a collision may contact Cadillac Roadside Assistance or press the blue OnStar button. Towing to the nearest Cadillac...
CTP Vehicles with Open Recalls - 04/08/2016
A rental vehicle cannot be given to a customer when there is an open recall. This is true whether the rental vehicle came from an outside source, or the service agent's own vehicle, as part of the Courtesy Transportation Program. Beginning March 11th,...
SFE Recall Compliance Reminder - 04/08/2016
... that is outlined on the PDI form, therefore, only the dealership delivering the vehicle to a customer will be penalized for non-performance of Safety or Non-Compliance recalls. SFE debits are processed once per quarter, approximately two months after...
New Vehicle Receiving and Inspection Guidelines - 03/01/2016
... be changed. The carrier's copy of the delivery receipt establishes liability for transportation reimbursement.When there are no unusual delivery conditions the inspection is to take no more than 5 minutes per vehicle, and up to a maximum of 30 minutes...
Sublet Repairs - 01/23/2017
... parts may be used but it must be clearly stated on the job card that the parts are not GM. The customer must be told of the non-GM parts and the warranty coverage of those parts must be explained. Sublet invoices must contain the customer’s name,...
Complaint and Cause Codes - 09/27/2016
... category, the transaction will reject: Error 157: Labor code 4030170 is not valid for Customer Complaint Code 0724. Error 243: Reject 157 cannot be authorized and must be corrected.With this reject, assuming the labor operation is correct,...
Coding Transportation Transactions - 09/27/2016
... a transportation claim. If a panel can be repaired, the labor operation used to submit for reimbursement is the Refinish Color/Clear Coat labor operation, found in the Body Repair/Paint and Coatings section of the Labor Time Guide. If a panel cannot...
Choosing the Correct Labor Operation for Consequential Damage Repairs - 06/19/2017
... the trim piece that got wet, and feel that the vehicle has been properly repaired. However, the customer, after a few days, may feel there is too much of a musty odor or can see a water line that they are not happy with. The customer returns to the dealership...
Windshield Washer Fluid - 08/21/2017
... sensors, and other obstacle detection hardware that must be kept free of dirt and debris), enable customers to refill their washer reservoir less frequently, and not add weight to the vehicle. An automotive supplier is marketing a self-filling windshield...
OptiKleen and DEF - 07/25/2017
... allowed is 2. DEF Labor operation 0590062 was created in April, 2017, to allow for the reimbursement of DEF fluid added during PDI. The labor operation allows for the submission of up to 2.5 gallons (10 quarts) of DEF plus applicable handling allowances....
Full Disclosure - 07/25/2017
... of parts can be very useful from a diagnostic perspective, swapped parts must never remain on the customer’s vehicle. If it is determined (from swapping parts) that a vehicle part is the source of the warranty concern, a new GM or GM approved replacement...
Diagnosis Time - 07/25/2017
... 1.8 and there is diagnosis add time allowed with the labor operation that pays up to 0.3. If the customer’s concern is excessive moisture in the headlamp, the decision to replace the headlamp is based on what is seen and typically would not need...
Electronic Exchange Program - 10/24/2017
... dealership being charged the list price of the component. Warranty administrators submit for labor reimbursement only and $45.00 administrative allowance that is entered in the net item field. If the repair performed is a policy repair, the ESC...
Reject of the Month - 10/24/2017
... shift and a/c noise. The job card was written with five warranty concerns expressed by the customer, including; check engine light stays on, service tire monitoring system light stays on, brake noise, poor shift, and a/c noise. The technician...
Dead Battery - 06/25/2018
... the ongoing issue of dead batteries in 2018 GMC Terrain vehicles, both with dealer inventory and customer vehicles. Engineering is working on a fix. In the meantime GMC dealers are authorized to make valid warranty claims for any batteries replaced during...
Employee Discount Program - 10/23/2018
... the discount reimbursement amount claimed in the Miscellaneous Net Item field. Labor Operation Customer pay job card / OTC partpurchase value Applicable Discount 0600201 $25.00 - $49.99 $5.00 0600211 $50.00 - $74.99 $10.00 0600221 $75.00 - $99.99 $15.00 0600231 $100.00...
Associated Accessories - 05/22/2018
... Accessory GM Part Number must be entered in the Reference Number field of the GWM transaction. Reimbursement of labor is accomplished using one of the following appropriate labor operations: Labor operation 0602608: Actual labor time is up to 0.3 hr Labor...
GM Accessories Employee Discount Program - 02/20/2018
... Enter the 9-Digit Authorization Number in the Reference Number field of the claim. The discount reimbursement amount is submitted in the Miscellaneous/Net Item field. The following information is required in the Comments field of the transaction: Authorization...
Replacement Parts Warranty - 03/26/2018
... replacement parts sold over the counter are covered for 24 months from the date of original customer purchase, for parts only. Subsequent replacements under this warranty will receive the standard GM service agent parts warranty of 12 months from the...
OnStar FMV - 01/19/2012
... vehicle is a new task. In late December, an OnStar subscriber's Chrysler 300 was stolen. The customer had just recently purchased the OnStar FMV (For My Vehicle). This feature provides the core features of OnStar all within a rearview mirror that can...
Tire Pressure Monitors - 07/02/2012
... held in the parts department for return. GM is unable to accurately investigate the cause for the customer complaint when the incorrect component is returned. As stated in bulletin 99-00-89-019, returned incorrect or incomplete parts for the repair claimed...
Transmission Overhaul - 05/02/2012
Customers of certain 2008 Buick Enclave, 2007 GMC Acadia, and 2007 Pontiac G6 vehicles equipped with a 6T70/6T75 automatic transmission built prior to June 15, 2007, may have concerns with a binding condition on a 3-4 shift or 4-3 shift. The condition ...
GM Freight Expense - 06/06/2012
There has been some confusion in regards to the policy for handling freight expense associated with a Customer Special Order part.When it becomes necessary to obtain a part by express shipping, GM will reimburse the actual express shipping charges for...
Love it or Return it - 08/09/2012
... return program on every new 2012 or 2013 model year vehicle purchase. The guarantee allows the customer to return vehicles bought during the program, with less than 4,000 miles driven and no damage, 30 to 60 days from the purchase date. Additionally,...
Seat Belt Webbing - 03/11/2013
... webbing. This is an issue as the fully functional retractor is being replaced and should not be. Customer concerns of belts that are twisted, backwards, flipped, tangled or upside down should be addressed with PI0388B. The bulletin provides instruction...
The 12 Month Part Warranty - 12/18/2012
... will have a 12 month warranty that no longer factors in mileage. This will be a huge advantage to customers who drive long commutes and see the warranty on the part installed on their vehicle expire after only 6 months because they have gone over the...
Service Up Front - 04/12/2013
... in the front of the store they are putting the emphasis on the service department, where the customers are likely to come, and they eventually will buy a new vehicle. The theory boils down to more emphasis on service, the service lane by service writers...
Reject of the Month - 05/14/2013
... for field actions and special coverages. Only newly released field actions, special coverage and customer satisfaction bulletins will transition to the new Global format.Service bulletins that were published prior to May 7 will continue to use the published...
Service Training Standards - 10/08/2012
... better aligns service training with overall technical training goals. Job cards for warranty and customer pay are both included in the VINs serviced data. PDI, transportation and standalone internal job cards are not included in this data. The current...
A Change in the Works - 10/08/2012
... goal for this change is to improve interaction quality and to help the dealership team improve the customer's ownership experience. The new structure will mean that all RCC contact stores will be placed in a new district. The newly created district...
Certified Elite - 11/05/2012
... dealer attainment. The two thresholds that have been most recently adjusted are the new vehicle customer retention, now at 38% or higher and the dealer parts loyalty threshold, now at 79% rolling 12 month number. Repeat repair, service training standard...
Transport Mode - 12/18/2012
... battery stand time. This mode may be left on while the vehicle is in dealer inventory or if the customer is going to store the vehicle. When this mode is enabled, the 12V battery light will blink or flash, the DIC will display a Transport Mode On message...
Best Practice Tip of the Month - 04/12/2011
... suggest your shop do it too. Our sales staff uses this knowledge as a sales tool, telling the customer the vehicles are ‘up-to-date' on all recalls." - hkchevy1Ideas like this are simple but can yield great results. Anyone who wishes to share their...
Safety Recall 10426D - 01/19/2011
Rear Axle Cross Pin Fracture: Dealers and customers have been notified of a condition involving the rear axle cross pin on certain 2011 Cadillac Escalade EXT; Chevrolet Avalanche, Sierra; and GMC Sierra. The pin, in some vehicles, was not manufactured...
The ABC's of Human Interaction - 11/18/2010
... work on those repair orders-and all shared in the bonus. Some of this time was included in both customer pay and warranty claim repairs. I called the warranty audit manager of the manufacturer who called the local service representative. He came to the...
Open Recalls - 12/24/2010
... addition, performing these services helps your dealership build a greater relationship with your customers. Think of it like this; you wouldn't buy a hamburger without meat, so why would you leave the missed dollars out of a repair?...
Process Review: Recall 10038 - 12/24/2010
... Pedal Assembly cannot be done unless the V2276 Pedal Modification has been completed and the customer returns and requests a new pedal. Claims where the pedal has been replaced on the first visit often reject. Also, not completing the floor modification...
A very sad audit - 10/13/2010
... property after repair until the spring thaw. The result of this was low service income from customer pay during the period before the thaw, so warranty claims were the only source of monthly dollar income. The dealer's son, the sales manager, had ordered...
Connected Color Radio - 12/15/2011
... Spark, Camaro, Sonic, Cruze and Traverse through 2012. Because this system is highly technical all customer related issues must be reported immediately via a Field Product Report or by calling TAC. ...
Recall 11054 - 06/08/2011
... to replace both sensors, as outlined in the recall bulletin, may result in a comeback visit by the customer for a repeat repair. Always verify vehicle eligibility prior to performing a recall repair through the Investigate Vehicle History feature in...
... the discount reimbursement amount claimed in the Miscellaneous Net Item field. Labor Operation Customer pay job card / OTC partpurchase value Applicable Discount 0600201 $25.00 - $49.99 $5.00 0600211 $50.00 - $74.99 $10.00 0600221 $75.00 - $99.99 $15.00 0600231 $100.00...
Associated Accessories - 05/22/2018
... Accessory GM Part Number must be entered in the Reference Number field of the GWM transaction. Reimbursement of labor is accomplished using one of the following appropriate labor operations: Labor operation 0602608: Actual labor time is up to 0.3 hr Labor...
GM Accessories Employee Discount Program - 02/20/2018
... Enter the 9-Digit Authorization Number in the Reference Number field of the claim. The discount reimbursement amount is submitted in the Miscellaneous/Net Item field. The following information is required in the Comments field of the transaction: Authorization...
Replacement Parts Warranty - 03/26/2018
... replacement parts sold over the counter are covered for 24 months from the date of original customer purchase, for parts only. Subsequent replacements under this warranty will receive the standard GM service agent parts warranty of 12 months from the...
OnStar FMV - 01/19/2012
... vehicle is a new task. In late December, an OnStar subscriber's Chrysler 300 was stolen. The customer had just recently purchased the OnStar FMV (For My Vehicle). This feature provides the core features of OnStar all within a rearview mirror that can...
Tire Pressure Monitors - 07/02/2012
... held in the parts department for return. GM is unable to accurately investigate the cause for the customer complaint when the incorrect component is returned. As stated in bulletin 99-00-89-019, returned incorrect or incomplete parts for the repair claimed...
Transmission Overhaul - 05/02/2012
Customers of certain 2008 Buick Enclave, 2007 GMC Acadia, and 2007 Pontiac G6 vehicles equipped with a 6T70/6T75 automatic transmission built prior to June 15, 2007, may have concerns with a binding condition on a 3-4 shift or 4-3 shift. The condition ...
GM Freight Expense - 06/06/2012
There has been some confusion in regards to the policy for handling freight expense associated with a Customer Special Order part.When it becomes necessary to obtain a part by express shipping, GM will reimburse the actual express shipping charges for...
Love it or Return it - 08/09/2012
... return program on every new 2012 or 2013 model year vehicle purchase. The guarantee allows the customer to return vehicles bought during the program, with less than 4,000 miles driven and no damage, 30 to 60 days from the purchase date. Additionally,...
Seat Belt Webbing - 03/11/2013
... webbing. This is an issue as the fully functional retractor is being replaced and should not be. Customer concerns of belts that are twisted, backwards, flipped, tangled or upside down should be addressed with PI0388B. The bulletin provides instruction...
The 12 Month Part Warranty - 12/18/2012
... will have a 12 month warranty that no longer factors in mileage. This will be a huge advantage to customers who drive long commutes and see the warranty on the part installed on their vehicle expire after only 6 months because they have gone over the...
Service Up Front - 04/12/2013
... in the front of the store they are putting the emphasis on the service department, where the customers are likely to come, and they eventually will buy a new vehicle. The theory boils down to more emphasis on service, the service lane by service writers...
Reject of the Month - 05/14/2013
... for field actions and special coverages. Only newly released field actions, special coverage and customer satisfaction bulletins will transition to the new Global format.Service bulletins that were published prior to May 7 will continue to use the published...
Service Training Standards - 10/08/2012
... better aligns service training with overall technical training goals. Job cards for warranty and customer pay are both included in the VINs serviced data. PDI, transportation and standalone internal job cards are not included in this data. The current...
A Change in the Works - 10/08/2012
... goal for this change is to improve interaction quality and to help the dealership team improve the customer's ownership experience. The new structure will mean that all RCC contact stores will be placed in a new district. The newly created district...
Certified Elite - 11/05/2012
... dealer attainment. The two thresholds that have been most recently adjusted are the new vehicle customer retention, now at 38% or higher and the dealer parts loyalty threshold, now at 79% rolling 12 month number. Repeat repair, service training standard...
Transport Mode - 12/18/2012
... battery stand time. This mode may be left on while the vehicle is in dealer inventory or if the customer is going to store the vehicle. When this mode is enabled, the 12V battery light will blink or flash, the DIC will display a Transport Mode On message...
Best Practice Tip of the Month - 04/12/2011
... suggest your shop do it too. Our sales staff uses this knowledge as a sales tool, telling the customer the vehicles are ‘up-to-date' on all recalls." - hkchevy1Ideas like this are simple but can yield great results. Anyone who wishes to share their...
Safety Recall 10426D - 01/19/2011
Rear Axle Cross Pin Fracture: Dealers and customers have been notified of a condition involving the rear axle cross pin on certain 2011 Cadillac Escalade EXT; Chevrolet Avalanche, Sierra; and GMC Sierra. The pin, in some vehicles, was not manufactured...
The ABC's of Human Interaction - 11/18/2010
... work on those repair orders-and all shared in the bonus. Some of this time was included in both customer pay and warranty claim repairs. I called the warranty audit manager of the manufacturer who called the local service representative. He came to the...
Open Recalls - 12/24/2010
... addition, performing these services helps your dealership build a greater relationship with your customers. Think of it like this; you wouldn't buy a hamburger without meat, so why would you leave the missed dollars out of a repair?...
Process Review: Recall 10038 - 12/24/2010
... Pedal Assembly cannot be done unless the V2276 Pedal Modification has been completed and the customer returns and requests a new pedal. Claims where the pedal has been replaced on the first visit often reject. Also, not completing the floor modification...
A very sad audit - 10/13/2010
... property after repair until the spring thaw. The result of this was low service income from customer pay during the period before the thaw, so warranty claims were the only source of monthly dollar income. The dealer's son, the sales manager, had ordered...
Connected Color Radio - 12/15/2011
... Spark, Camaro, Sonic, Cruze and Traverse through 2012. Because this system is highly technical all customer related issues must be reported immediately via a Field Product Report or by calling TAC. ...
Recall 11054 - 06/08/2011
... to replace both sensors, as outlined in the recall bulletin, may result in a comeback visit by the customer for a repeat repair. Always verify vehicle eligibility prior to performing a recall repair through the Investigate Vehicle History feature in...
Going the Extra Mile: Service Documentation - 06/30/2011
... claim. Listing the wrong location or no location can have an impact on the total labour time and reimbursement. Provide a detailed and thorough description of the repair performed. It can make a profound difference on the labour operation used for the...
2012 Volt - 06/30/2011
... model due in part to a wider range of options and configurations available for sale nationally. Customers are now able to choose from a total of seven different option packages in comparison to just 3 in 2011. In addition to the bumper-to-bumper, gas...
Back to School Car Care Inspections - 08/09/2011
... time to offer Back-To-School Car Care Inspections. These inspections can be tailored to the customer needs of your specific market and provide an excellent opportunity to drive business to your service department. ...
The Volt - 08/09/2011
... thousands of consumers are on waiting lists. Both manufacturers are still trying to gauge whether customers ultimately prefer a pure electric car like the Leaf, or a plug in hybrid like the Volt, and how much they are willing to pay for the gas saving...
Safety Recall 10153 - 07/02/2010
... the loss of the feature. After performing the procedure, dealers are to issue a $100 check to the customer. Vehicles currently in dealer/retailer new or used car inventory are not eligible for a check. ...
Safety Recall 09049 - 08/10/2010
... the recall is being administered in phases. The first phase was issued in late June to involved customers residing in Arizona. Parts were made available to repair the condition in early August. ...
Components and Systems: Emissions - 07/02/2010
Throughout the course of the day, week, and month, customer's with both new and old vehicles visit the service department with concerns regarding their emissions system. Typically, the reason for bringing their vehicle is an illuminated check engine light...
Warranty Training - 04/13/2010
... at the dealership is. The warranty administrator should also learn how to be a trainer. Warranty reimbursement is important, but making sure that every person involved in the transaction does their job correctly is equally as important. A warranty administrator's...
Warranty Performance Analysis - 05/12/2010
... promote or reward generation of excess warranty costs? If so, adjust them so they reward increased customer satisfaction and increased attendance (not repair order count); especially repeat attendance. Reduction in comebacks can be rewarded, but frequency...
One Labour Operation or Two? - 05/12/2010
... data in GWM is quite a bit more involved than in the WINS system. The end result is that the customer's concern, the technician's findings relating to the cause of failure, and what was done to correct the concern are all available for view by GM representatives....
Owner's Manual Availability - 05/12/2010
... service manual? The owners manual provides technical or service information that is helpful to the customer and in the service area. Access Service Information (SI), enter the VIN or model year, model and make and then scroll down through the options...
Battery Tags - 01/06/2010
... the battery was replaced as a warranty transaction. If the tag is still intact, and it must be for customer purchased batteries or the warranty will be void, we know that the warranty coverage is whatever is stated on the battery. Remind your parts department...
Warranty Management Workshop 2010 - 01/06/2010
... hired porter, each has an important role in getting the job done and keeping the focus on the customer. No one person is more important that the other. I look forward to sharing "what's happening" in our Warranty Management Workshop with everyone in...
Analyzing Warranty Parts - 02/04/2010
... for easy identification of the defect.Thorough job card documentation includes: A clear, detailed customer complaint. List characteristics of the fault that were observed, including what the conditions were when the fault occurred (operation conditions,...
Warranty Performance Analysis - 03/11/2010
... warranty information to employees, making sure that parts warranty information is available to customers. This may be the same person who is your internal auditor. What is an internal auditor? The role is the stop-catch for incomplete or incorrect claims...
GM Routed Transactions - 06/07/2010
... correctly. The documentation being reviewed before submission comes from the service advisors (customer complaint, signatures, previous repair information, etc.), technicians (cause of failure, correction, test results, etc.), and service management...
Recall 10426 Update - 06/30/2011
... of kits was depleted it was necessary for dealers to order additional kits as needed to service customers seeking completion of this campaign. Transactions submitted with the axle pin charged out in the parts field may reject for part amount excessive....
July 2011 Recall Update - 06/30/2011
... may not have coverage of the roof-rail airbag in certain frontal and side impact situations. Customer Satisfaction Recall 11186 - Reduced Battery Voltage-Replace Battery: Only 44 Buick LaCrosse vehicles may require a new battery. Certain 2011 model year...
Technician Time Recording - 06/08/2011
... as evidence that yes, they do. 1.6.2.11 Technician Identification and Accounting of Labour TimeAll customer pay, warranty, policy, and internal job card time must be accountable through the technician's time and payroll records. All technicians' payroll...
No Open Recalls - 06/08/2011
... repair, but may require goodwill authorization depending upon the circumstances. Finally, the customer presents a letter indicating that their vehicle is included in a recall campaign, but IVH does not show the open recall. In some cases the service...
Part Return Program - 12/15/2011
... quality, benefiting everyone from part suppliers to service agents, but more importantly the customers who choose to buy GM vehicles. Anyone involved with this business for any length of time has seen firsthand the quality improvements made from the...
Components and Systems: Diesel Emissions - 08/10/2010
... to the consumer; there is no change in vehicle performance or drivability. The only area of customer responsibility is refilling the diesel exhaust fluid tank. The DEF in a GM truck should last approximately 5,000 miles depending on usage. The vehicle...
What Really Needs to be Printed? - 12/24/2010
... store's DMS system printed two warranty copies of the job card, a service copy, a file copy, a customer copy, and an invoice copy. They also used pre-write up sheets. We all know that the warranty transaction must contain specific documentation that...
Anatomy of a Warranty Block - 04/27/2011
A 2011 Chevrolet Silverado comes into the service department with a very bad knock. The customer states that they were towing their boat to the lake when the noise began. The service writer opens a new job card and pulls the vehicle history from IVH....
Global Warranty Management - 11/05/2012
... Calculator may also be edited with details from the job to calculate the mandatory minimum customer/dealer participation amount.Based on the inputs, the system will calculate the days and miles out of warranty as well as the mandatory minimum participation...
... claim. Listing the wrong location or no location can have an impact on the total labour time and reimbursement. Provide a detailed and thorough description of the repair performed. It can make a profound difference on the labour operation used for the...
2012 Volt - 06/30/2011
... model due in part to a wider range of options and configurations available for sale nationally. Customers are now able to choose from a total of seven different option packages in comparison to just 3 in 2011. In addition to the bumper-to-bumper, gas...
Back to School Car Care Inspections - 08/09/2011
... time to offer Back-To-School Car Care Inspections. These inspections can be tailored to the customer needs of your specific market and provide an excellent opportunity to drive business to your service department. ...
The Volt - 08/09/2011
... thousands of consumers are on waiting lists. Both manufacturers are still trying to gauge whether customers ultimately prefer a pure electric car like the Leaf, or a plug in hybrid like the Volt, and how much they are willing to pay for the gas saving...
Safety Recall 10153 - 07/02/2010
... the loss of the feature. After performing the procedure, dealers are to issue a $100 check to the customer. Vehicles currently in dealer/retailer new or used car inventory are not eligible for a check. ...
Safety Recall 09049 - 08/10/2010
... the recall is being administered in phases. The first phase was issued in late June to involved customers residing in Arizona. Parts were made available to repair the condition in early August. ...
Components and Systems: Emissions - 07/02/2010
Throughout the course of the day, week, and month, customer's with both new and old vehicles visit the service department with concerns regarding their emissions system. Typically, the reason for bringing their vehicle is an illuminated check engine light...
Warranty Training - 04/13/2010
... at the dealership is. The warranty administrator should also learn how to be a trainer. Warranty reimbursement is important, but making sure that every person involved in the transaction does their job correctly is equally as important. A warranty administrator's...
Warranty Performance Analysis - 05/12/2010
... promote or reward generation of excess warranty costs? If so, adjust them so they reward increased customer satisfaction and increased attendance (not repair order count); especially repeat attendance. Reduction in comebacks can be rewarded, but frequency...
One Labour Operation or Two? - 05/12/2010
... data in GWM is quite a bit more involved than in the WINS system. The end result is that the customer's concern, the technician's findings relating to the cause of failure, and what was done to correct the concern are all available for view by GM representatives....
Owner's Manual Availability - 05/12/2010
... service manual? The owners manual provides technical or service information that is helpful to the customer and in the service area. Access Service Information (SI), enter the VIN or model year, model and make and then scroll down through the options...
Battery Tags - 01/06/2010
... the battery was replaced as a warranty transaction. If the tag is still intact, and it must be for customer purchased batteries or the warranty will be void, we know that the warranty coverage is whatever is stated on the battery. Remind your parts department...
Warranty Management Workshop 2010 - 01/06/2010
... hired porter, each has an important role in getting the job done and keeping the focus on the customer. No one person is more important that the other. I look forward to sharing "what's happening" in our Warranty Management Workshop with everyone in...
Analyzing Warranty Parts - 02/04/2010
... for easy identification of the defect.Thorough job card documentation includes: A clear, detailed customer complaint. List characteristics of the fault that were observed, including what the conditions were when the fault occurred (operation conditions,...
Warranty Performance Analysis - 03/11/2010
... warranty information to employees, making sure that parts warranty information is available to customers. This may be the same person who is your internal auditor. What is an internal auditor? The role is the stop-catch for incomplete or incorrect claims...
GM Routed Transactions - 06/07/2010
... correctly. The documentation being reviewed before submission comes from the service advisors (customer complaint, signatures, previous repair information, etc.), technicians (cause of failure, correction, test results, etc.), and service management...
Recall 10426 Update - 06/30/2011
... of kits was depleted it was necessary for dealers to order additional kits as needed to service customers seeking completion of this campaign. Transactions submitted with the axle pin charged out in the parts field may reject for part amount excessive....
July 2011 Recall Update - 06/30/2011
... may not have coverage of the roof-rail airbag in certain frontal and side impact situations. Customer Satisfaction Recall 11186 - Reduced Battery Voltage-Replace Battery: Only 44 Buick LaCrosse vehicles may require a new battery. Certain 2011 model year...
Technician Time Recording - 06/08/2011
... as evidence that yes, they do. 1.6.2.11 Technician Identification and Accounting of Labour TimeAll customer pay, warranty, policy, and internal job card time must be accountable through the technician's time and payroll records. All technicians' payroll...
No Open Recalls - 06/08/2011
... repair, but may require goodwill authorization depending upon the circumstances. Finally, the customer presents a letter indicating that their vehicle is included in a recall campaign, but IVH does not show the open recall. In some cases the service...
Part Return Program - 12/15/2011
... quality, benefiting everyone from part suppliers to service agents, but more importantly the customers who choose to buy GM vehicles. Anyone involved with this business for any length of time has seen firsthand the quality improvements made from the...
Components and Systems: Diesel Emissions - 08/10/2010
... to the consumer; there is no change in vehicle performance or drivability. The only area of customer responsibility is refilling the diesel exhaust fluid tank. The DEF in a GM truck should last approximately 5,000 miles depending on usage. The vehicle...
What Really Needs to be Printed? - 12/24/2010
... store's DMS system printed two warranty copies of the job card, a service copy, a file copy, a customer copy, and an invoice copy. They also used pre-write up sheets. We all know that the warranty transaction must contain specific documentation that...
Anatomy of a Warranty Block - 04/27/2011
A 2011 Chevrolet Silverado comes into the service department with a very bad knock. The customer states that they were towing their boat to the lake when the noise began. The service writer opens a new job card and pulls the vehicle history from IVH....
Global Warranty Management - 11/05/2012
... Calculator may also be edited with details from the job to calculate the mandatory minimum customer/dealer participation amount.Based on the inputs, the system will calculate the days and miles out of warranty as well as the mandatory minimum participation...
Year End Is In Sight - 10/08/2012
... tab, allows you to view a processed transaction, including the labour total, net item totals, customer participation and parts total, as well as the parts handling (mark up) total in the pricing requested section. This view provides a pretty good breakdown...
Required Operating Procedures Update - 08/30/2012
... the following:Technicians are not allowed to assign labour operations and times from the LTG.Each customer complaint must have only one repair labour operation assigned, which must describe the repair for the failed component. Collateral damage repairs...
Service Programming System Warranty Transactions - 08/30/2012
... Do not use these labour operations in conjunction with another labour code for the same customer concern....
Reject of the Month - 02/26/2013
A warranty administrator recently submitted a GMPP transaction for the replacement of a thermostat housing. The customer had a poor heat concern on their 2008 Suzuki MPV. The technician found that the thermostat was opening too soon, and therefore required...
August 2012 Recall Update - 08/09/2012
... is covered for a period of 10 years or 120,000 miles. Dealers are to replace the timing chain.Customer Satisfaction Program 12050A - Rear Axle Grinding Noise, Vibration-Inspect Rear Axle: Certain 2011-2012 model year vehicles may have a condition in...
PZEV and SULEV - 06/06/2012
... Rhode Island, and Washington.The extended emissions coverage stays with the vehicle, even if a customer moves to a state that did not adopt the more stringent California emissions standards. The most effective way of determining a vehicle's emission...
Reject of the Month - 04/23/2018
... the vehicle was brought in for service. The revised bulletin provided an increased labor time reimbursement for the performance of the control module reprogramming for those vehicles with job card open dates after March 30, 2018. Job card open dates...
Warranty Administration Resource Center - 04/23/2018
... Submission Resources tab for those helpful job aids and many more. Looking for the appropriate reimbursement for a Chevrolet 2-Year Scheduled Maintenance service on a 2018 Equinox diesel? Go to the Dealer Program Guides tab to find the “2017 and...
Service Agent Self-Review (SASR) - 05/22/2018
... address those areas of concern. If inaccuracies in transaction administration are found, a credit reimbursement to GM may be performed to correct the concerns. For consistent areas of non-compliance, service agents must analyze internal processes to...
Variable Diagnostic Time Explained - 09/25/2018
... the actual time spent and clocked by the technician in diagnosing the condition stated by the customer and cannot be paid if an initial visual inspection identifies the problem. The technician’s comments must support the time paid; clocked time...
Field Actions - 11/21/2017
... involves the processing of the sales paperwork and not the physical delivery of the vehicle to the customer. GM has made the following tools available to the dealer to identify open field actions: Investigate Vehicle History: open/closed recalls...
More Than Three Days Rental - 10/24/2017
... justified. The reason appears to be that service advisors are not notifying management that their customers are going into the fourth day of rental. Without this approval, the Warranty Support Center will not pay rental over three days. When creating...
New Pilot Program Restricting Certain Labor Operations for Certain Zones - 01/22/2018
... the labor operation and a pre-authorization number that will be required when submitting for reimbursement. The approval must be printed and retained in the vehicle history file. The following zones are a part of this pilot program: North Central Region 5153...
CORRECTION: Policy Evaluation Tool - 11/21/2017
... Options include: Body Hardware and Trim, Brakes, HVAC, Steering, Transmission, and more. After the Customer Information, Time (days out of warranty), Mileage (miles out of warranty), reason for the policy adjustment selected from the drop down menu,...
Certified Elite Amendment - 04/17/2017
... recognizes dealers that have implemented processes into to their daily operations that provide customers with an elite service experience. Dealers that attain elite status qualify for elite service benefits, including enhanced levels of empowerment. In...
Field Action Completion - 05/22/2017
... Doing so will provide the service advisor with the opportunity to bring field actions to the customer’s attention, as well as encourage completion at the service visit. Utilize field action reports in GlobalConnect to also identify open field actions...
Reject of the Month - Error code 232 - 08/23/2016
... with request for supporting documentation. It was necessary to attach a copy of the original customer paid invoice to support the parts warranty prior to resubmission. Once this information was included, the transaction was accepted for payment.&nbs...
Open or Pending Product Field Actions on Inventory Vehicles - 11/29/2016
... open or pending product field actions prior to any test drives or demonstration to the prospective customer. The field action job card must be completed on or before the date the dealer is intending to sell the vehicle. If field action repairs have been...
Formerly in QuickLinks - 04/17/2017
... Center include BDC Support, CBGC Protection, Certified Service, GM Program Info, and Voice of the Customer. Any of the applications may be added to your shortcuts by clicking the “Add to My Shortcuts” button from the App Center. ...
Reject of the Month - 03/01/2016
A customer with a 2013 Chevrolet Volt had a concern with the Service Engine Soon light coming on. The technician performed a scan test and pulled several current codes. After further inspection and evaluation, the technician found that the hybrid battery...
Certified Elite - 02/02/2016
... points based on performance in several different categories, including the following:New Vehicle Customer RetentionService Training Standards - Q1 STS 100% or higher, Q2 STS 125% or higher, Q3 STS 150% or higher, and Q4 STS 200% or higher. 100 points...
Details of the Cause and Correction - 05/24/2016
... cause and correction information, that information must be on the invoice copies so that both the customer understands what has failed and what was done to correct that failure and GM can see that information as well. Common examples that support the...
Reject of the Month - 04/28/2016
In January a dealer submitted a warranty claim for a transmission repair on a 2016 Buick LaCrosse. The customer had an issue with the Buick hesitating and was rough on take-off. The technician documented the active DTC and noted that the vehicle would...
Tech Time Documentation - 07/28/2016
... be documented on the technician's time ticket by job card.All warranty and policy repair time for customer concerns that are added to the job card after the initial job card write-up, must have individual and specific on/off time punch times on the technician's...
Certified Elite Criteria - 01/21/2015
... of the established thresholds. In addition to parts loyalty, the thresholds include new vehicle customer retention of 66% or higher, dealership field action closure rate of 90%, repeat repairs 3% or less, and Service Training Standards of 100% or greater....
... tab, allows you to view a processed transaction, including the labour total, net item totals, customer participation and parts total, as well as the parts handling (mark up) total in the pricing requested section. This view provides a pretty good breakdown...
Required Operating Procedures Update - 08/30/2012
... the following:Technicians are not allowed to assign labour operations and times from the LTG.Each customer complaint must have only one repair labour operation assigned, which must describe the repair for the failed component. Collateral damage repairs...
Service Programming System Warranty Transactions - 08/30/2012
... Do not use these labour operations in conjunction with another labour code for the same customer concern....
Reject of the Month - 02/26/2013
A warranty administrator recently submitted a GMPP transaction for the replacement of a thermostat housing. The customer had a poor heat concern on their 2008 Suzuki MPV. The technician found that the thermostat was opening too soon, and therefore required...
August 2012 Recall Update - 08/09/2012
... is covered for a period of 10 years or 120,000 miles. Dealers are to replace the timing chain.Customer Satisfaction Program 12050A - Rear Axle Grinding Noise, Vibration-Inspect Rear Axle: Certain 2011-2012 model year vehicles may have a condition in...
PZEV and SULEV - 06/06/2012
... Rhode Island, and Washington.The extended emissions coverage stays with the vehicle, even if a customer moves to a state that did not adopt the more stringent California emissions standards. The most effective way of determining a vehicle's emission...
Reject of the Month - 04/23/2018
... the vehicle was brought in for service. The revised bulletin provided an increased labor time reimbursement for the performance of the control module reprogramming for those vehicles with job card open dates after March 30, 2018. Job card open dates...
Warranty Administration Resource Center - 04/23/2018
... Submission Resources tab for those helpful job aids and many more. Looking for the appropriate reimbursement for a Chevrolet 2-Year Scheduled Maintenance service on a 2018 Equinox diesel? Go to the Dealer Program Guides tab to find the “2017 and...
Service Agent Self-Review (SASR) - 05/22/2018
... address those areas of concern. If inaccuracies in transaction administration are found, a credit reimbursement to GM may be performed to correct the concerns. For consistent areas of non-compliance, service agents must analyze internal processes to...
Variable Diagnostic Time Explained - 09/25/2018
... the actual time spent and clocked by the technician in diagnosing the condition stated by the customer and cannot be paid if an initial visual inspection identifies the problem. The technician’s comments must support the time paid; clocked time...
Field Actions - 11/21/2017
... involves the processing of the sales paperwork and not the physical delivery of the vehicle to the customer. GM has made the following tools available to the dealer to identify open field actions: Investigate Vehicle History: open/closed recalls...
More Than Three Days Rental - 10/24/2017
... justified. The reason appears to be that service advisors are not notifying management that their customers are going into the fourth day of rental. Without this approval, the Warranty Support Center will not pay rental over three days. When creating...
New Pilot Program Restricting Certain Labor Operations for Certain Zones - 01/22/2018
... the labor operation and a pre-authorization number that will be required when submitting for reimbursement. The approval must be printed and retained in the vehicle history file. The following zones are a part of this pilot program: North Central Region 5153...
CORRECTION: Policy Evaluation Tool - 11/21/2017
... Options include: Body Hardware and Trim, Brakes, HVAC, Steering, Transmission, and more. After the Customer Information, Time (days out of warranty), Mileage (miles out of warranty), reason for the policy adjustment selected from the drop down menu,...
Certified Elite Amendment - 04/17/2017
... recognizes dealers that have implemented processes into to their daily operations that provide customers with an elite service experience. Dealers that attain elite status qualify for elite service benefits, including enhanced levels of empowerment. In...
Field Action Completion - 05/22/2017
... Doing so will provide the service advisor with the opportunity to bring field actions to the customer’s attention, as well as encourage completion at the service visit. Utilize field action reports in GlobalConnect to also identify open field actions...
Reject of the Month - Error code 232 - 08/23/2016
... with request for supporting documentation. It was necessary to attach a copy of the original customer paid invoice to support the parts warranty prior to resubmission. Once this information was included, the transaction was accepted for payment.&nbs...
Open or Pending Product Field Actions on Inventory Vehicles - 11/29/2016
... open or pending product field actions prior to any test drives or demonstration to the prospective customer. The field action job card must be completed on or before the date the dealer is intending to sell the vehicle. If field action repairs have been...
Formerly in QuickLinks - 04/17/2017
... Center include BDC Support, CBGC Protection, Certified Service, GM Program Info, and Voice of the Customer. Any of the applications may be added to your shortcuts by clicking the “Add to My Shortcuts” button from the App Center. ...
Reject of the Month - 03/01/2016
A customer with a 2013 Chevrolet Volt had a concern with the Service Engine Soon light coming on. The technician performed a scan test and pulled several current codes. After further inspection and evaluation, the technician found that the hybrid battery...
Certified Elite - 02/02/2016
... points based on performance in several different categories, including the following:New Vehicle Customer RetentionService Training Standards - Q1 STS 100% or higher, Q2 STS 125% or higher, Q3 STS 150% or higher, and Q4 STS 200% or higher. 100 points...
Details of the Cause and Correction - 05/24/2016
... cause and correction information, that information must be on the invoice copies so that both the customer understands what has failed and what was done to correct that failure and GM can see that information as well. Common examples that support the...
Reject of the Month - 04/28/2016
In January a dealer submitted a warranty claim for a transmission repair on a 2016 Buick LaCrosse. The customer had an issue with the Buick hesitating and was rough on take-off. The technician documented the active DTC and noted that the vehicle would...
Tech Time Documentation - 07/28/2016
... be documented on the technician's time ticket by job card.All warranty and policy repair time for customer concerns that are added to the job card after the initial job card write-up, must have individual and specific on/off time punch times on the technician's...
Certified Elite Criteria - 01/21/2015
... of the established thresholds. In addition to parts loyalty, the thresholds include new vehicle customer retention of 66% or higher, dealership field action closure rate of 90%, repeat repairs 3% or less, and Service Training Standards of 100% or greater....
Diagnostic Time Service Management Approval - 12/19/2014
... to "actual time to perform" it is just being paid in full. Additionally, it is being paid when the customer complaint doesn't fit the need to do any additional diagnosis. Service management approval is required prior to the claim submission. Since...
Required Operating Procedures - 12/19/2014
... on the technician's time ticket by job card. All warranty and policy repair time for any customer concerns added to the job card after the initial write-up and OLH must have individual and specific on/off punch times on the technician's time ticket...
Unintended Ignition Key Rotation Clarification - 10/03/2014
... the recall bulletin. This will allow for completion of the recall on 1 vehicle. NOTE: if the customer brings in more than 2 keys for the recall, and more than 2 keys are repaired, document the situation on the job card and include service management...
Global Warranty Management - 10/31/2014
... are available. By publishing this information in IVH, the service team is able to advise the customer that a recall is pending, although a repair procedure has yet to be published. It is imperative that the service team confirm that the Field Action...
Certified Elite - 07/29/2015
... continues to require an above average performance in all criteria categories. New vehicle customer retention has increased to 69% or higher, repeat repair criteria has decreased to 1.3% or less, and the dealership field action closure rate has...
Global Warranty Management - 07/29/2015
... Empowerment application in the Empowerment Portal. Select the Detail Search tab or search by customer name or VIN. Enter the request number for the claim pre-approval that you would like to print. The request number is documented on the pre-approval...
GM 2 Mode Hybrid Battery Assembly - 06/30/2015
... the core must be a like-for-like part number/product and identifiable - no alternative cores. The customer copy of the job card and the technician's diagnostic information must be included. Shipping Preparation reminders: The failed assembly...
New Transportation Claim Submission Requirements - 02/23/2015
If a customer is looking to purchase a vehicle that was damaged in-transit to the dealership and subsequently repaired, the sales department must disclose that damage prior to the purchase. The question has been asked if the dollar amount of the repair...
2016 Model Year Warranty Coverage - 03/26/2015
Warranty coverage for the 2016 model year has been updated to better align with customer needs and expectations. In addition to the 3/36,000 bumper-to-bumper warranty, all Chevrolet and GMC vehicles will come with a powertrain limited warranty that totals...
The Value of a Warranty Administrator - 03/26/2015
... that the job card has all the required documentation before submission including 3 C's, customer signature, technician time recordings, service management properly documented approvals and authorizations, and attached supporting documentation.Submit...
Application of Authorization Code R Changes - 03/26/2015
... same labor operation must be used again or it appears that a previous repair did not correct the customers concern within a certain period of time (typically six months), it should be obvious that the transaction will require authorization code R. GM...
Remember These Labor Operations? - 06/02/2015
... the concern.The code is derived from the vehicle grid used (car/truck/SUV), location on the grid, customer issue, issue size (front to back) and issue size (up and down). Did you know that jlwarranty has made the selection of the code quite a bit...
Electrical and Powertrain Reset - 10/23/2015
... of TIS service programming. They should not be used for setting a system configuration that is a customer preference. These labor operations are used in instances where a module has encountered a software anomaly in which the corrective action is to...
Reject of the Month - 12/01/2015
... dealer submitted a transaction for payment on completion of Special Coverage 15356. The customer presented the 2010 Malibu sedan with a loss of power steering concern, with all lights flashing on dash when power steering is inoperative. The technician...
Sublet Vendors - 10/23/2015
Sublet: Service P&P Manual Article 2.5 states the following: Sublet invoices are to contain the customer name, VIN, date of repair, and a complete description of repairs performed. This information must be attached to the job card and be a part of...
Service Training Standards - 11/18/2013
... that 69% of technicians who have not completed this category are missing the "Brand Quality, Customer Retention and the 3 C's" web based training video. This one hour video is an interesting view of how important it is for both service advisors and technicians...
Certified Elite Criteria Update - 10/01/2013
... Elite status in January 2014, dealers must meet or exceed the following criteria:New Vehicle Customer Retention - 43% or higher (NEW) 2% increase from the previous periodDealership Parts Loyalty - 85% or higher (NEW) 2% increase from the previous periodRepeat...
New Vehicle Tire Warranty - 09/04/2013
... conditions will be charged backThe prorated amount of the tire only is submitted as Customer ParticipationA Pre-Repair Authorization must be generated for all tire warranty transactions (GWM > Prepare & Submit Transactions > Search/Create a...
Service Update Bulletins and Stock Units - 05/14/2013
... product issues and unsatisfactory conditions on the vehicles they build and will notify a customer when a required field action, or recall as it is commonly referred to, has been called on their vehicle. Sometimes these field actions need to be performed...
Reject of the Month - 06/19/2013
... for the replacement of the evaporative vent solenoid valve on a 2009 Chevrolet Impala. The customer has a concern with the check engine light being on and an exhaust odor. The technician scanned the ECM and found code P0449. The EVAP vent solenoid...
May 2013 Bulletin Updates: - 06/19/2013
... 0600343- Incidental Non-Warranty Expense: 0600015- Vehicle Payment Expense: 060000506-00-89-026K: Customer Concern Not Duplicated. The CCND operations now reflect the new GLC format. Descriptions for the operations are included as well as examples for...
Reject of the Month: Evaporative Vent Solenoid Valve: - 07/03/2013
... and close the job card as soon as possible. The repair was for a 2008 Chevrolet TrailBlazer with a customer concern of a rattle sound from the engine area when the vehicle is warm and on acceleration.The technician diagnosed the vehicle and verified...
Battery Replacements on Vehicles With Less Than 250 Miles - 07/30/2013
... battery cable.A warranty submission on a vehicle with less than 250 miles, stock vehicle or customer owned, will reject and no self-authorization code can override it. GM recently announced that the PQC is no longer involved with the 250 mile battery...
Summer Splash Accessory Promo - 07/30/2013
... type for an eligible vehicle must have been successfully reported as delivered to a retail customer from July 2-September 30, 2013The eligible vehicle's delivery report must be transmitted to GM through the CDR system by close of business September 30The...
Certified Elite Criteria - 01/28/2014
... thresholds. In addition to the field action closure rate, the thresholds include new vehicle customer retention of 64% or higher, dealership parts loyalty of 87%, repeat repairs less than 3%, and Service Training Standards of 100% or greater. The benefits...
... to "actual time to perform" it is just being paid in full. Additionally, it is being paid when the customer complaint doesn't fit the need to do any additional diagnosis. Service management approval is required prior to the claim submission. Since...
Required Operating Procedures - 12/19/2014
... on the technician's time ticket by job card. All warranty and policy repair time for any customer concerns added to the job card after the initial write-up and OLH must have individual and specific on/off punch times on the technician's time ticket...
Unintended Ignition Key Rotation Clarification - 10/03/2014
... the recall bulletin. This will allow for completion of the recall on 1 vehicle. NOTE: if the customer brings in more than 2 keys for the recall, and more than 2 keys are repaired, document the situation on the job card and include service management...
Global Warranty Management - 10/31/2014
... are available. By publishing this information in IVH, the service team is able to advise the customer that a recall is pending, although a repair procedure has yet to be published. It is imperative that the service team confirm that the Field Action...
Certified Elite - 07/29/2015
... continues to require an above average performance in all criteria categories. New vehicle customer retention has increased to 69% or higher, repeat repair criteria has decreased to 1.3% or less, and the dealership field action closure rate has...
Global Warranty Management - 07/29/2015
... Empowerment application in the Empowerment Portal. Select the Detail Search tab or search by customer name or VIN. Enter the request number for the claim pre-approval that you would like to print. The request number is documented on the pre-approval...
GM 2 Mode Hybrid Battery Assembly - 06/30/2015
... the core must be a like-for-like part number/product and identifiable - no alternative cores. The customer copy of the job card and the technician's diagnostic information must be included. Shipping Preparation reminders: The failed assembly...
New Transportation Claim Submission Requirements - 02/23/2015
If a customer is looking to purchase a vehicle that was damaged in-transit to the dealership and subsequently repaired, the sales department must disclose that damage prior to the purchase. The question has been asked if the dollar amount of the repair...
2016 Model Year Warranty Coverage - 03/26/2015
Warranty coverage for the 2016 model year has been updated to better align with customer needs and expectations. In addition to the 3/36,000 bumper-to-bumper warranty, all Chevrolet and GMC vehicles will come with a powertrain limited warranty that totals...
The Value of a Warranty Administrator - 03/26/2015
... that the job card has all the required documentation before submission including 3 C's, customer signature, technician time recordings, service management properly documented approvals and authorizations, and attached supporting documentation.Submit...
Application of Authorization Code R Changes - 03/26/2015
... same labor operation must be used again or it appears that a previous repair did not correct the customers concern within a certain period of time (typically six months), it should be obvious that the transaction will require authorization code R. GM...
Remember These Labor Operations? - 06/02/2015
... the concern.The code is derived from the vehicle grid used (car/truck/SUV), location on the grid, customer issue, issue size (front to back) and issue size (up and down). Did you know that jlwarranty has made the selection of the code quite a bit...
Electrical and Powertrain Reset - 10/23/2015
... of TIS service programming. They should not be used for setting a system configuration that is a customer preference. These labor operations are used in instances where a module has encountered a software anomaly in which the corrective action is to...
Reject of the Month - 12/01/2015
... dealer submitted a transaction for payment on completion of Special Coverage 15356. The customer presented the 2010 Malibu sedan with a loss of power steering concern, with all lights flashing on dash when power steering is inoperative. The technician...
Sublet Vendors - 10/23/2015
Sublet: Service P&P Manual Article 2.5 states the following: Sublet invoices are to contain the customer name, VIN, date of repair, and a complete description of repairs performed. This information must be attached to the job card and be a part of...
Service Training Standards - 11/18/2013
... that 69% of technicians who have not completed this category are missing the "Brand Quality, Customer Retention and the 3 C's" web based training video. This one hour video is an interesting view of how important it is for both service advisors and technicians...
Certified Elite Criteria Update - 10/01/2013
... Elite status in January 2014, dealers must meet or exceed the following criteria:New Vehicle Customer Retention - 43% or higher (NEW) 2% increase from the previous periodDealership Parts Loyalty - 85% or higher (NEW) 2% increase from the previous periodRepeat...
New Vehicle Tire Warranty - 09/04/2013
... conditions will be charged backThe prorated amount of the tire only is submitted as Customer ParticipationA Pre-Repair Authorization must be generated for all tire warranty transactions (GWM > Prepare & Submit Transactions > Search/Create a...
Service Update Bulletins and Stock Units - 05/14/2013
... product issues and unsatisfactory conditions on the vehicles they build and will notify a customer when a required field action, or recall as it is commonly referred to, has been called on their vehicle. Sometimes these field actions need to be performed...
Reject of the Month - 06/19/2013
... for the replacement of the evaporative vent solenoid valve on a 2009 Chevrolet Impala. The customer has a concern with the check engine light being on and an exhaust odor. The technician scanned the ECM and found code P0449. The EVAP vent solenoid...
May 2013 Bulletin Updates: - 06/19/2013
... 0600343- Incidental Non-Warranty Expense: 0600015- Vehicle Payment Expense: 060000506-00-89-026K: Customer Concern Not Duplicated. The CCND operations now reflect the new GLC format. Descriptions for the operations are included as well as examples for...
Reject of the Month: Evaporative Vent Solenoid Valve: - 07/03/2013
... and close the job card as soon as possible. The repair was for a 2008 Chevrolet TrailBlazer with a customer concern of a rattle sound from the engine area when the vehicle is warm and on acceleration.The technician diagnosed the vehicle and verified...
Battery Replacements on Vehicles With Less Than 250 Miles - 07/30/2013
... battery cable.A warranty submission on a vehicle with less than 250 miles, stock vehicle or customer owned, will reject and no self-authorization code can override it. GM recently announced that the PQC is no longer involved with the 250 mile battery...
Summer Splash Accessory Promo - 07/30/2013
... type for an eligible vehicle must have been successfully reported as delivered to a retail customer from July 2-September 30, 2013The eligible vehicle's delivery report must be transmitted to GM through the CDR system by close of business September 30The...
Certified Elite Criteria - 01/28/2014
... thresholds. In addition to the field action closure rate, the thresholds include new vehicle customer retention of 64% or higher, dealership parts loyalty of 87%, repeat repairs less than 3%, and Service Training Standards of 100% or greater. The benefits...
Reject of the Month - 02/27/2014
... for labour code 8060440, was the beginning of some frustration for an Indiana dealer on a Customer Enthusiasm tire replacement claim. Because the amount in the net item field exceeded the service agent's empowerment, the claim had to be routed for payment. The...
GM Maintenance Program Specifics - 01/10/2014
... GM programs, specific documentation is required to comply with the rules of the programs and the customer cannot have the services performed at just any GM dealership. Cadillac's program, Cadillac Premium Care Maintenance, requires that the maintenance...
Filing - 06/06/2014
... card number; history indicates every job card that was created on the vehicle including warranty, customer pay, and internal. Accounting copies must be kept for the period of time your state requires and may be filed by job card number. Do not file accounting...
Major Assembly Restrictions - 04/03/2014
... in that location, as well as in SI.Have the job card number, VIN, BAC code and a detailed customer concern available when calling the PQC.Once an assembly replacement is authorized, the Service Agent may proceed with the replacement and warranty transaction...
Details of Cause and Correction - 05/09/2014
... for documenting the first piece of information associated with the repair, a description of each customer concern. The advisor must confirm that each statement is detailed and descriptive. Vaguely written job card descriptions, such as "clunk noise"...
PDI Accessories - 06/29/2021
Reimbursement for the installation of dealer installed, factory invoiced options is not part of the PDI auto pay process. A transaction must be submitted using labor operation 0590032. Many service agents miss out on a great deal of additional warranty ...
Battery Bulletin Update - 03/22/2021
... of vehicle ignition cycle. The information is uploaded to GM to provide the dealer with a customer report. The 12V Battery Testing section of the bulletin contains several updates from the previous bulletin version. When testing 12V batteries ensure...
Reject of the Month - March 2021 - 02/25/2021
Error XXX: Customer Signature (or Service Management Signature) Not Present on the Job Card Error XXX: Mileage out is Not Recorded on the Job Card Error XXX: 3 C’s Documentation does not Support Diagnostic Time Are you scratching your head...
Cadillac Certified Pre-owned Warranty - 04/29/2021
... Certified Pre-owned warranty programs in effect. To determine which warranty your Cadillac customer has, you must refer to Investigate Vehicle History (IVH)/Applicable Warranties. The oldest of the three warranties is displayed in Applicable Warranties...
GM Authorization - 02/25/2021
... GM authorization to validate the tire proration dollar amount is being accurately charged to the customer. There are other unique situations where a transaction will require GM authorization, but the above are the most common. When a transaction...
Technician Identification and Accounting of Labor Time - 01/28/2020
... you need to pull your technician off a warranty job to work on another warranty job because that customer is waiting, he/she will need to clock off of the vehicle they were working on and start a new clock time on the vehicle with the waiting customer. There...
Coronavirus: Share Your Thoughts - 03/27/2020
... role within the team. Has the service department noticed a significant increase or decrease in customer traffic? Have you or someone on your team experienced a self-quarantine situation? If so, has it affected your ability to perform your specific responsibilities? ...
Variable Diagnostic Time - 08/27/2019
... the technician’s comments support the time claimed? Scenario # 1: 0.3 Hours Diagnosis Time: Customer states that the lane assist was lite up orange on the dash. Scan and diagnose codes B1011, U0140, and U0141. Check for loose connection at front...
Battery Policies - 09/24/2019
... tag from the battery being installed must be removed and attached to the warranty job card. In a customer pay situation, the tag must be left on the battery as the information on the tag includes the ACDelco battery warranty information. If a battery...
24 Month Warranty - 04/22/2019
... change is now a year old, service advisors need to pay attention to the original date sold when a customer asks about a part warranty on a part they previously purchased or had installed. If the original part was installed or purchased in March of 2018,...
Pre-Repair Authorization - 03/26/2019
... the dealer with validating component defects, and to help communicate warranty eligibility to the customer in the service lane. Almost a year later, the program began rolling out, regionally, to dealers. Once the region went “live,” labor...
Emissions - 03/27/2019
Throughout the course of the day, week, and month, customer’s with both new and old vehicles visit the service department with concerns regarding their emissions system. Typically, the reason for bringing their vehicle is an illuminated check engine...
Remote Battery Monitoring Through OnStar - 11/29/2018
... the free battery monitoring. If a vehicle is identified with a low voltage condition, GM Customer Assistance will communicate the issue to the owner and encourage them to replace the identified battery section. Dealerships that receive vehicles...
WPC Parts Return Program - 12/19/2018
... quality, benefiting everyone from part suppliers to service agents, but more importantly the customers who choose to buy GM vehicles. Anyone involved with this business for any length of time has seen firsthand the quality improvements made from the...
Field Action Bulletin Number Change - 11/29/2018
... new number will contain one alpha and nine numeric characters, such as with recently released Customer Satisfaction Recall N182191300. The preceding N represents the originating region. N represents North America. The next two numeric characters represent...
Bulletin Updates - 02/21/2019
... and 08-00-89-014D, respectively. The Comeback Prevention bulletin is in place to reduce customer comebacks, and the possibility of a buyback situation. The bulletin was revised to include the 2018-19MY. The DCM and TAC bulletin was revised to include...
GM Authorization and Attachments - 01/21/2019
... in message GCUS-9-6718 that the copy of the job card they want to see is the copy that has the customer signature. Below is a list of transaction examples that require an attachment. The requirements stated in this article apply specifically to...
The Warranty Resource Center - 04/25/2023
... and Claims Submission tile for those helpful job aids and many more. Looking for the appropriate reimbursement for a Chevrolet Scheduled Maintenance service on a 2023 Chevrolet Corvette with a 6.2L engine? Go to the Programs and Claims Submission tile...
Dongle Reminders: - 08/29/2023
... proceed with job card write up for the installation of the previously ordered part. Issue: The customer has an appointment in two weeks, but drops the vehicle off and leaves it for the upcoming appointment. The advisor opens a job card to collect customer...
Forum - 01/25/2024
We are also set up that myself and the service managers can only close warranty and internal. So I am able to correct all the time. The customer signature is on a work order sheet from the tablet system we use so that is signed.
... for labour code 8060440, was the beginning of some frustration for an Indiana dealer on a Customer Enthusiasm tire replacement claim. Because the amount in the net item field exceeded the service agent's empowerment, the claim had to be routed for payment. The...
GM Maintenance Program Specifics - 01/10/2014
... GM programs, specific documentation is required to comply with the rules of the programs and the customer cannot have the services performed at just any GM dealership. Cadillac's program, Cadillac Premium Care Maintenance, requires that the maintenance...
Filing - 06/06/2014
... card number; history indicates every job card that was created on the vehicle including warranty, customer pay, and internal. Accounting copies must be kept for the period of time your state requires and may be filed by job card number. Do not file accounting...
Major Assembly Restrictions - 04/03/2014
... in that location, as well as in SI.Have the job card number, VIN, BAC code and a detailed customer concern available when calling the PQC.Once an assembly replacement is authorized, the Service Agent may proceed with the replacement and warranty transaction...
Details of Cause and Correction - 05/09/2014
... for documenting the first piece of information associated with the repair, a description of each customer concern. The advisor must confirm that each statement is detailed and descriptive. Vaguely written job card descriptions, such as "clunk noise"...
PDI Accessories - 06/29/2021
Reimbursement for the installation of dealer installed, factory invoiced options is not part of the PDI auto pay process. A transaction must be submitted using labor operation 0590032. Many service agents miss out on a great deal of additional warranty ...
Battery Bulletin Update - 03/22/2021
... of vehicle ignition cycle. The information is uploaded to GM to provide the dealer with a customer report. The 12V Battery Testing section of the bulletin contains several updates from the previous bulletin version. When testing 12V batteries ensure...
Reject of the Month - March 2021 - 02/25/2021
Error XXX: Customer Signature (or Service Management Signature) Not Present on the Job Card Error XXX: Mileage out is Not Recorded on the Job Card Error XXX: 3 C’s Documentation does not Support Diagnostic Time Are you scratching your head...
Cadillac Certified Pre-owned Warranty - 04/29/2021
... Certified Pre-owned warranty programs in effect. To determine which warranty your Cadillac customer has, you must refer to Investigate Vehicle History (IVH)/Applicable Warranties. The oldest of the three warranties is displayed in Applicable Warranties...
GM Authorization - 02/25/2021
... GM authorization to validate the tire proration dollar amount is being accurately charged to the customer. There are other unique situations where a transaction will require GM authorization, but the above are the most common. When a transaction...
Technician Identification and Accounting of Labor Time - 01/28/2020
... you need to pull your technician off a warranty job to work on another warranty job because that customer is waiting, he/she will need to clock off of the vehicle they were working on and start a new clock time on the vehicle with the waiting customer. There...
Coronavirus: Share Your Thoughts - 03/27/2020
... role within the team. Has the service department noticed a significant increase or decrease in customer traffic? Have you or someone on your team experienced a self-quarantine situation? If so, has it affected your ability to perform your specific responsibilities? ...
Variable Diagnostic Time - 08/27/2019
... the technician’s comments support the time claimed? Scenario # 1: 0.3 Hours Diagnosis Time: Customer states that the lane assist was lite up orange on the dash. Scan and diagnose codes B1011, U0140, and U0141. Check for loose connection at front...
Battery Policies - 09/24/2019
... tag from the battery being installed must be removed and attached to the warranty job card. In a customer pay situation, the tag must be left on the battery as the information on the tag includes the ACDelco battery warranty information. If a battery...
24 Month Warranty - 04/22/2019
... change is now a year old, service advisors need to pay attention to the original date sold when a customer asks about a part warranty on a part they previously purchased or had installed. If the original part was installed or purchased in March of 2018,...
Pre-Repair Authorization - 03/26/2019
... the dealer with validating component defects, and to help communicate warranty eligibility to the customer in the service lane. Almost a year later, the program began rolling out, regionally, to dealers. Once the region went “live,” labor...
Emissions - 03/27/2019
Throughout the course of the day, week, and month, customer’s with both new and old vehicles visit the service department with concerns regarding their emissions system. Typically, the reason for bringing their vehicle is an illuminated check engine...
Remote Battery Monitoring Through OnStar - 11/29/2018
... the free battery monitoring. If a vehicle is identified with a low voltage condition, GM Customer Assistance will communicate the issue to the owner and encourage them to replace the identified battery section. Dealerships that receive vehicles...
WPC Parts Return Program - 12/19/2018
... quality, benefiting everyone from part suppliers to service agents, but more importantly the customers who choose to buy GM vehicles. Anyone involved with this business for any length of time has seen firsthand the quality improvements made from the...
Field Action Bulletin Number Change - 11/29/2018
... new number will contain one alpha and nine numeric characters, such as with recently released Customer Satisfaction Recall N182191300. The preceding N represents the originating region. N represents North America. The next two numeric characters represent...
Bulletin Updates - 02/21/2019
... and 08-00-89-014D, respectively. The Comeback Prevention bulletin is in place to reduce customer comebacks, and the possibility of a buyback situation. The bulletin was revised to include the 2018-19MY. The DCM and TAC bulletin was revised to include...
GM Authorization and Attachments - 01/21/2019
... in message GCUS-9-6718 that the copy of the job card they want to see is the copy that has the customer signature. Below is a list of transaction examples that require an attachment. The requirements stated in this article apply specifically to...
The Warranty Resource Center - 04/25/2023
... and Claims Submission tile for those helpful job aids and many more. Looking for the appropriate reimbursement for a Chevrolet Scheduled Maintenance service on a 2023 Chevrolet Corvette with a 6.2L engine? Go to the Programs and Claims Submission tile...
Dongle Reminders: - 08/29/2023
... proceed with job card write up for the installation of the previously ordered part. Issue: The customer has an appointment in two weeks, but drops the vehicle off and leaves it for the upcoming appointment. The advisor opens a job card to collect customer...
Forum - 01/25/2024
We are also set up that myself and the service managers can only close warranty and internal. So I am able to correct all the time. The customer signature is on a work order sheet from the tablet system we use so that is signed.
Forum - 01/11/2024
... We have a separate cashier for typing, booking and collecting what's on jobcard. She only books customer and internal times. My techs either give me a lop, or time, but rarely both. I verify what they put down, book their time, make sure I have all I...
Technician Accounting of Labor Time - 01/29/2024
... Time Guide Other Labor Hours Additionally, when state statutes permit, the dealer may seek reimbursement using time from a third-party time guide. In these cases, the dealer must submit a copy of the applicable published time from the third-party...
Chassis Parts Lifetime Warranty - 05/25/2022
... part is installed under the New Vehicle Warranty or GM Parts and Accessories Warranties where the customer does not pay for any portion of the repair. Verify warranty eligibility by requesting from the customer the original job card or sales slip. A...
Warranty Resource Center - 04/26/2022
... and Claims Submission tile for those helpful job aids and many more. Looking for the appropriate reimbursement for a Chevrolet Scheduled Maintenance service on a 2022 Chevrolet Silverado with a 5.3L engine? Go to the Programs and Claims Submission tile...
The Photo Return Process - 02/23/2022
... part locally. If a dealer completes a Part Photo Return Request, they will be eligible to receive reimbursement. You must wait until the Part Photo Return Request has been chosen to be “scrapped locally” or “returned to the Warranty...
2022 Policies & Procedures Updates - 03/28/2022
... in Article 6.2.1 and the requirement to have specific fields available on the envelope for the customer to fill out, “Complete VIN” was changed to “Complete VIN and/or last 8 digits of the VIN”. The completed early bird envelope...
Quick Rental Update - 10/26/2021
... a GM branded rental vehicle. Their initial primary focus will be supporting Chevrolet Bolt customers with rental needs during Bolt recall repairs. ...
Repair Process - 12/01/2021
... order situations (when the vehicle may still be driven). Once the ordered part arrives and the customer returns to the dealership for part installation, a new job card is written. The new job card should include reference to the original part ordered...
New Labor Operation - 01/04/2023
... model year vehicles. The new code has been put into place to help GM isolate instances where a customer’s concern is remedied when a technician resets the power by disconnecting and reconnecting a connector, fuse, or battery cable. The labor operation...
Powertrain Contact Center - 02/28/2023
... that buy GM engines, transfer cases, and transmissions over-the-counter are entitled to labor reimbursement should any of those components fail within the 36-month, 100,000 mile warranty coverage period. The PCC’s phone number is (866) 453-4123...
OLH Self-Empowerment Levels - 02/28/2023
... ZREG Line-Diagnosis time punch and final time punch by the technician on 8/22/22 2. Customer Pay Line-Diagnosed on 8/22/22, line completed by the technician on 8/29/22 The Job Card Close Out Date and Customer Invoiced: 8/30/22 The Warranty...
Forum - 04/04/2019
... logs or mileage or anything but I would minimize the number of staff and miles operating the customer vehicle for many reasons. My thinking is GM will never ding you for it, but I think a best practice would be to avoid using the client's vehicle....
Forum - 04/24/2019
... two transactions, using the labor operation applicable to each failed (causal) component. As the customer expressed a single complaint, this would not be considered an add-on, so you do not have to identify one of the transactions as such. However, service...
Forum - 10/01/2019
... repairs and OLH. Best practice: encourage technicians to time punch regardless of pay type (e.g. customer pay, internal). This will help address situations where the job card was written as c/p, but due to a powertrain related issue is changed to warranty. ewill3rd:...
DRAC/OnTrac/Reporting Help Request - 09/09/2019
... it's not showing in our system as a DRAC unit. Plus now she wants us to check if we put the customer in a used vehicle off the lot. The time period for this Job Card is 5/22/2019 - 6/26/2019. When I go under the Retail Program...
Forum - 08/12/2019
... multiple times on OLH to remove installed equipment to access a warranty failure. It isn't the customer's fault that their car had a warranty failure. If the accessory contributed to the cause of failure then it is pure COD. May not be right, but th...
Forum - 08/12/2019
Yeah, you'd have to have a pretty mad customer making a big stink to pull off a replace in that situation. My understanding is that if it is twenty bucks cheaper you do it that way. (okay maybe not twenty but certainly if it is 2k!) You'd have to get...
What Would You Do - 08/19 - 07/30/2019
... after the check engine light illuminated and the vehicle stalled when it was put into drive. The customer stated that the vehicle would stay running when the vehicle was in reverse. The technician diagnosing the concern test drove the vehicle and...
Forum - 08/08/2019
... drop is or how it is measured. Maybe I should keep that to myself? I doubt this will correct the customer concern either. It only dropped 22 mV and I guarantee that isn't enough to make this symptom occur....
Forum - 03/24/2020
... sure to follow the process for doing a PET and Pre-approval for deviation if covering 100% for the customer. If your parts department has a bill it has to be paid, but if you contact the ESC with the proper information they will fix your invoice to $0...
Forum - 02/24/2020
... of IVH, the vehicle must be registered in a qualifying state at the time of part failure for the customer to be eligible for the warranty shown. If the vehicle is no longer registered in a qualifying state, emissions component coverage will revert back...
What Would You Do - 03/20 - 02/27/2020
... their vehicle into the local dealership for a technician to address a check engine light. The customer also noted that the vehicle was also going into reduced power mode and the truck wasn’t able to go over 45mph. At which point the traction control...
What Would You Do - 02/20 - 01/29/2020
... of 3/9/2018 and included the following blocked transaction types: ZPDI, ZPTI, ZREG, and ZSCT. The customer was aware that their vehicle’s title was branded, but was hopeful that the converter would be a covered component. The repairing technician...
Forum - 01/15/2020
... 07-00-89-037: Courtesy Transportation and Roadside Assistance Programs: In the event that a customer is provided a one-day rental when no warranty repair is performed for their stated condition, the rental expense may be claimed using labor operation...
Forum - 01/17/2020
PET should be based on exchange unit with no parts price and net item $45.00 NIA. Customer participation would be whatever is on the PET. If you processed this as warranty anything and billed the part it is incorrect.
... We have a separate cashier for typing, booking and collecting what's on jobcard. She only books customer and internal times. My techs either give me a lop, or time, but rarely both. I verify what they put down, book their time, make sure I have all I...
Technician Accounting of Labor Time - 01/29/2024
... Time Guide Other Labor Hours Additionally, when state statutes permit, the dealer may seek reimbursement using time from a third-party time guide. In these cases, the dealer must submit a copy of the applicable published time from the third-party...
Chassis Parts Lifetime Warranty - 05/25/2022
... part is installed under the New Vehicle Warranty or GM Parts and Accessories Warranties where the customer does not pay for any portion of the repair. Verify warranty eligibility by requesting from the customer the original job card or sales slip. A...
Warranty Resource Center - 04/26/2022
... and Claims Submission tile for those helpful job aids and many more. Looking for the appropriate reimbursement for a Chevrolet Scheduled Maintenance service on a 2022 Chevrolet Silverado with a 5.3L engine? Go to the Programs and Claims Submission tile...
The Photo Return Process - 02/23/2022
... part locally. If a dealer completes a Part Photo Return Request, they will be eligible to receive reimbursement. You must wait until the Part Photo Return Request has been chosen to be “scrapped locally” or “returned to the Warranty...
2022 Policies & Procedures Updates - 03/28/2022
... in Article 6.2.1 and the requirement to have specific fields available on the envelope for the customer to fill out, “Complete VIN” was changed to “Complete VIN and/or last 8 digits of the VIN”. The completed early bird envelope...
Quick Rental Update - 10/26/2021
... a GM branded rental vehicle. Their initial primary focus will be supporting Chevrolet Bolt customers with rental needs during Bolt recall repairs. ...
Repair Process - 12/01/2021
... order situations (when the vehicle may still be driven). Once the ordered part arrives and the customer returns to the dealership for part installation, a new job card is written. The new job card should include reference to the original part ordered...
New Labor Operation - 01/04/2023
... model year vehicles. The new code has been put into place to help GM isolate instances where a customer’s concern is remedied when a technician resets the power by disconnecting and reconnecting a connector, fuse, or battery cable. The labor operation...
Powertrain Contact Center - 02/28/2023
... that buy GM engines, transfer cases, and transmissions over-the-counter are entitled to labor reimbursement should any of those components fail within the 36-month, 100,000 mile warranty coverage period. The PCC’s phone number is (866) 453-4123...
OLH Self-Empowerment Levels - 02/28/2023
... ZREG Line-Diagnosis time punch and final time punch by the technician on 8/22/22 2. Customer Pay Line-Diagnosed on 8/22/22, line completed by the technician on 8/29/22 The Job Card Close Out Date and Customer Invoiced: 8/30/22 The Warranty...
Forum - 04/04/2019
... logs or mileage or anything but I would minimize the number of staff and miles operating the customer vehicle for many reasons. My thinking is GM will never ding you for it, but I think a best practice would be to avoid using the client's vehicle....
Forum - 04/24/2019
... two transactions, using the labor operation applicable to each failed (causal) component. As the customer expressed a single complaint, this would not be considered an add-on, so you do not have to identify one of the transactions as such. However, service...
Forum - 10/01/2019
... repairs and OLH. Best practice: encourage technicians to time punch regardless of pay type (e.g. customer pay, internal). This will help address situations where the job card was written as c/p, but due to a powertrain related issue is changed to warranty. ewill3rd:...
DRAC/OnTrac/Reporting Help Request - 09/09/2019
... it's not showing in our system as a DRAC unit. Plus now she wants us to check if we put the customer in a used vehicle off the lot. The time period for this Job Card is 5/22/2019 - 6/26/2019. When I go under the Retail Program...
Forum - 08/12/2019
... multiple times on OLH to remove installed equipment to access a warranty failure. It isn't the customer's fault that their car had a warranty failure. If the accessory contributed to the cause of failure then it is pure COD. May not be right, but th...
Forum - 08/12/2019
Yeah, you'd have to have a pretty mad customer making a big stink to pull off a replace in that situation. My understanding is that if it is twenty bucks cheaper you do it that way. (okay maybe not twenty but certainly if it is 2k!) You'd have to get...
What Would You Do - 08/19 - 07/30/2019
... after the check engine light illuminated and the vehicle stalled when it was put into drive. The customer stated that the vehicle would stay running when the vehicle was in reverse. The technician diagnosing the concern test drove the vehicle and...
Forum - 08/08/2019
... drop is or how it is measured. Maybe I should keep that to myself? I doubt this will correct the customer concern either. It only dropped 22 mV and I guarantee that isn't enough to make this symptom occur....
Forum - 03/24/2020
... sure to follow the process for doing a PET and Pre-approval for deviation if covering 100% for the customer. If your parts department has a bill it has to be paid, but if you contact the ESC with the proper information they will fix your invoice to $0...
Forum - 02/24/2020
... of IVH, the vehicle must be registered in a qualifying state at the time of part failure for the customer to be eligible for the warranty shown. If the vehicle is no longer registered in a qualifying state, emissions component coverage will revert back...
What Would You Do - 03/20 - 02/27/2020
... their vehicle into the local dealership for a technician to address a check engine light. The customer also noted that the vehicle was also going into reduced power mode and the truck wasn’t able to go over 45mph. At which point the traction control...
What Would You Do - 02/20 - 01/29/2020
... of 3/9/2018 and included the following blocked transaction types: ZPDI, ZPTI, ZREG, and ZSCT. The customer was aware that their vehicle’s title was branded, but was hopeful that the converter would be a covered component. The repairing technician...
Forum - 01/15/2020
... 07-00-89-037: Courtesy Transportation and Roadside Assistance Programs: In the event that a customer is provided a one-day rental when no warranty repair is performed for their stated condition, the rental expense may be claimed using labor operation...
Forum - 01/17/2020
PET should be based on exchange unit with no parts price and net item $45.00 NIA. Customer participation would be whatever is on the PET. If you processed this as warranty anything and billed the part it is incorrect.
Forum - 11/14/2019
... speedometer conversions, however, completion of a Required Field Action must not be denied if the customer is unwilling or unable to have this service performed. Transactions for Required Field Actions completed on vehicles that have not been converted...
Forum - 11/28/2018
An accepted transaction for this bulletin repair was submitted with the following data: Customer Complaint Category02---Engine/Fuel/ExhaustCustomer Complaint Code0329---Engine/Fuel/Exhaust - SES/Check-Engine/MIL Cause Code:9090----Other - Field...
Forum - 11/16/2018
... as the vehicle is in bumper to bumper or powertrain for a powertrain related repair. It is for customer convenience. You cannot bill a same day loaner or shuttle for a factory pre-paid maintenance claim. (we call it a 2/24) ...
Forum - 11/16/2018
... tell you where it is in print, but I have done it. I look at it as a convenience for the customer, as long as they are in proper coverage we do it. I mean, we aren't silly about it but sometimes it takes a while to pinpoint something that doesn't...
Forum - 09/20/2018
Authorization to Perform Repairs (aka Customer Signature): New/Used Inventory Vehicles-Management must sign the job card authorizing the work prior to repair. ZFAT and ZPDI transaction types are excluded from this requirement. (CarolRoyal: The...
Forum - 12/05/2018
... visit within the first 24 months of ownership. Reference: GlobalConnect Certified Service App-Customer Acknowledgement Forms. Labor operations from the 2018MY continue to be valid for the new 2019MY programs. I am currently in the process of...
Forum - 01/08/2019
... and correspond with the manager's authorization for the add-on. P&P Article 3.2.12 Add-On Customer Concern After Job Card Write-Up P&P Article 3.2.9 Technician Identification and Accounting of Labor Time...
Forum - 01/10/2019
... submission The job cards must reflect the actual labor time and labor dollar amount charged to the customer for the repair(s) ...
PARTS WARRANTY / PARTS EXPEDITE CHARGE ???? - 03/07/2019
I have a parts warranty customer bought a transmission at another dealer out of state and came through washington and he was having issues, we found that we needed to tear down the transmission and rebuild it. we did not have a couple of parts so we bought...
Forum - 09/26/2018
... The warranty only applies when purchased as a retail transaction (retail transaction defined as customer paying for all or any portion of a transaction). (GM Service Replacement Powertrain Limited Warranty - engines/transmissions/transfer case 3/100,000...
Forum - 09/19/2018
They should be signing off on customer signature on the PDI hardcopy and on service mgr line on the PDI check sheet though right? When you say PDI's are excluded is that an add on line for a PDI or a recall? I didn't think we had to have recalls added...
Forum - 07/30/2018
This is the problem that we continue to have…Our Writer’s pull Workbench when writing up each customer. When I get the paperwork, I double check that the warranty is applicable. When pulling up Workbench/IVH it shows that the...
Forum - 07/26/2018
... TIME FOR FAILED COMPONENT VERIFICATION 0.2 ROAD TEST AND VERIFY REPAIRS IN THIS EXAMPLE A CUSTOMER COMES IN FOR AN ELECTRICAL CONCERN WHICH ACTIVATES A WARNING LIGHT OF SOME KIND. NOTE THAT DIAGNOSTIC TIME IS BASED ON SBD AND THIS SHOWS THE UPDATED...
Forum - 07/17/2018
... was opened after the sublet repair was performed. In regards to the PET - if there is a calculated customer participation amount and you wish to deviate, DMA pre approval is necessary (which at this point would be after the fact - non compliant). &n...
Forum - 04/29/2021
... opening a job card to identify the recall and action taken (e.g. CAM-03), with the customer's signature as acknowledgement, and maintaining the final documents in the VIN file. ...
What Would You Do - 04/21 - 03/22/2021
... accepted for payment.On February 19, 2021 the vehicle was back in the service department with a customer concern that the vehicle is slow to crank. The technician found the auxiliary battery to be weak and failed the GR8 test due to an internal short....
Forum - 06/18/2021
... were more than 1 failure that needs to be separated accordingly. You will run into cases where customer will have a generic complaint and tech will find a few unrelated issues. They should not be submitted together, using OLH if one did not cause th...
Forum - 06/30/2021
... have an internal account to handle what we call a "first free service" that we offer to our sales customers when they purchase. My guys just book it that way and we use it as a lesson to always check the IVH report to be sure that it is still in. This...
Forum - 08/20/2021
... brake squeal. They should not be refinished or replaced for cosmetic corrosion as well. If your customer is concerned about rotor corrosion, follow the steps for brake pad and rotor burnishing and claim labour operation H9709 for your technician's time. ...
Forum - 09/28/2021
I have heard this as well. Although apart from marketing I'm not sure why a customer would not give you their mailing address. If you are that paranoid get a PO box.
Forum - 11/19/2020
... for the balance of the NVLW, but in no event less than 12 months/Unlimited miles. Dealer installed-customer purchased-engine and transmissions receive a 3/100,000 part warranty. All new or remanufactured GM parts and accessories installed by the service...
Forum - 10/14/2020
... corrected me. You will never be able to attach any documents as per many conversations with their customer support. If your dealership is going to use Xtime appointments I found that the customer's concern does not always pull over to GM correctly and...
What Would You Do - 10/20 - 09/22/2020
The owner of a 2013 Buick Verano visited their local dealership due to an issue with the vehicle’s paint. The customer stated that there was an abnormal defect in the paint on the roof, hood, trunk lid, right body side, and front right fender. The...
Forum - 12/29/2020
... correctly. If the answer is no, then realistically they should be added lines related to the customer's original concern. You will probably have to h-route with a related repair explanation and don't be scared to be detailed....
What Would You Do - 03/21 - 02/25/2021
... the circuit. The recall transaction was submitted with the inspection labor operation. The customer recently returned to the dealership expressing concern with the rear window relating to the recall. The technician found that the rear sliding window...
... speedometer conversions, however, completion of a Required Field Action must not be denied if the customer is unwilling or unable to have this service performed. Transactions for Required Field Actions completed on vehicles that have not been converted...
Forum - 11/28/2018
An accepted transaction for this bulletin repair was submitted with the following data: Customer Complaint Category02---Engine/Fuel/ExhaustCustomer Complaint Code0329---Engine/Fuel/Exhaust - SES/Check-Engine/MIL Cause Code:9090----Other - Field...
Forum - 11/16/2018
... as the vehicle is in bumper to bumper or powertrain for a powertrain related repair. It is for customer convenience. You cannot bill a same day loaner or shuttle for a factory pre-paid maintenance claim. (we call it a 2/24) ...
Forum - 11/16/2018
... tell you where it is in print, but I have done it. I look at it as a convenience for the customer, as long as they are in proper coverage we do it. I mean, we aren't silly about it but sometimes it takes a while to pinpoint something that doesn't...
Forum - 09/20/2018
Authorization to Perform Repairs (aka Customer Signature): New/Used Inventory Vehicles-Management must sign the job card authorizing the work prior to repair. ZFAT and ZPDI transaction types are excluded from this requirement. (CarolRoyal: The...
Forum - 12/05/2018
... visit within the first 24 months of ownership. Reference: GlobalConnect Certified Service App-Customer Acknowledgement Forms. Labor operations from the 2018MY continue to be valid for the new 2019MY programs. I am currently in the process of...
Forum - 01/08/2019
... and correspond with the manager's authorization for the add-on. P&P Article 3.2.12 Add-On Customer Concern After Job Card Write-Up P&P Article 3.2.9 Technician Identification and Accounting of Labor Time...
Forum - 01/10/2019
... submission The job cards must reflect the actual labor time and labor dollar amount charged to the customer for the repair(s) ...
PARTS WARRANTY / PARTS EXPEDITE CHARGE ???? - 03/07/2019
I have a parts warranty customer bought a transmission at another dealer out of state and came through washington and he was having issues, we found that we needed to tear down the transmission and rebuild it. we did not have a couple of parts so we bought...
Forum - 09/26/2018
... The warranty only applies when purchased as a retail transaction (retail transaction defined as customer paying for all or any portion of a transaction). (GM Service Replacement Powertrain Limited Warranty - engines/transmissions/transfer case 3/100,000...
Forum - 09/19/2018
They should be signing off on customer signature on the PDI hardcopy and on service mgr line on the PDI check sheet though right? When you say PDI's are excluded is that an add on line for a PDI or a recall? I didn't think we had to have recalls added...
Forum - 07/30/2018
This is the problem that we continue to have…Our Writer’s pull Workbench when writing up each customer. When I get the paperwork, I double check that the warranty is applicable. When pulling up Workbench/IVH it shows that the...
Forum - 07/26/2018
... TIME FOR FAILED COMPONENT VERIFICATION 0.2 ROAD TEST AND VERIFY REPAIRS IN THIS EXAMPLE A CUSTOMER COMES IN FOR AN ELECTRICAL CONCERN WHICH ACTIVATES A WARNING LIGHT OF SOME KIND. NOTE THAT DIAGNOSTIC TIME IS BASED ON SBD AND THIS SHOWS THE UPDATED...
Forum - 07/17/2018
... was opened after the sublet repair was performed. In regards to the PET - if there is a calculated customer participation amount and you wish to deviate, DMA pre approval is necessary (which at this point would be after the fact - non compliant). &n...
Forum - 04/29/2021
... opening a job card to identify the recall and action taken (e.g. CAM-03), with the customer's signature as acknowledgement, and maintaining the final documents in the VIN file. ...
What Would You Do - 04/21 - 03/22/2021
... accepted for payment.On February 19, 2021 the vehicle was back in the service department with a customer concern that the vehicle is slow to crank. The technician found the auxiliary battery to be weak and failed the GR8 test due to an internal short....
Forum - 06/18/2021
... were more than 1 failure that needs to be separated accordingly. You will run into cases where customer will have a generic complaint and tech will find a few unrelated issues. They should not be submitted together, using OLH if one did not cause th...
Forum - 06/30/2021
... have an internal account to handle what we call a "first free service" that we offer to our sales customers when they purchase. My guys just book it that way and we use it as a lesson to always check the IVH report to be sure that it is still in. This...
Forum - 08/20/2021
... brake squeal. They should not be refinished or replaced for cosmetic corrosion as well. If your customer is concerned about rotor corrosion, follow the steps for brake pad and rotor burnishing and claim labour operation H9709 for your technician's time. ...
Forum - 09/28/2021
I have heard this as well. Although apart from marketing I'm not sure why a customer would not give you their mailing address. If you are that paranoid get a PO box.
Forum - 11/19/2020
... for the balance of the NVLW, but in no event less than 12 months/Unlimited miles. Dealer installed-customer purchased-engine and transmissions receive a 3/100,000 part warranty. All new or remanufactured GM parts and accessories installed by the service...
Forum - 10/14/2020
... corrected me. You will never be able to attach any documents as per many conversations with their customer support. If your dealership is going to use Xtime appointments I found that the customer's concern does not always pull over to GM correctly and...
What Would You Do - 10/20 - 09/22/2020
The owner of a 2013 Buick Verano visited their local dealership due to an issue with the vehicle’s paint. The customer stated that there was an abnormal defect in the paint on the roof, hood, trunk lid, right body side, and front right fender. The...
Forum - 12/29/2020
... correctly. If the answer is no, then realistically they should be added lines related to the customer's original concern. You will probably have to h-route with a related repair explanation and don't be scared to be detailed....
What Would You Do - 03/21 - 02/25/2021
... the circuit. The recall transaction was submitted with the inspection labor operation. The customer recently returned to the dealership expressing concern with the rear window relating to the recall. The technician found that the rear sliding window...
Forum - 06/23/2020
... more than a large leak code. Should be 2 lines because they are related to the symptom the customer brought it in for but not consequential to one another. If both opcodes are in the same group they will both need an R with management explanation....
Forum - 08/21/2020
... ZREG and just put notes in the general comments section to identify it as a parts warranty from a customer purchase, reference the original job card and date. Maybe someone else could shed some perspective. I sometimes have issues with vehicles that...
Local rental office not complying with P&P - 07/16/2020
... I have a buy back case where we were told to put this person in a rental. The customer went to the same office and the bill is roughly 3 times the allowed amount. We shall see how this one goes! I have a call into WSC regarding this. *Edit*...
What Would You Do - 05/22 - 04/26/2022
... repairs were verified and the vehicle was operating as designed. The advisor noted that the customer had replaced the engine four months and approximately 2,000 miles ago due to faulty lifters. The advisor noted the previous job card information...
Compliant Alternative Signature-Electronic appointment printout-New in P&P-JLWarranty News April 2022? - 04/04/2022
JLWarranty News April 2022 pg 1, regarding early bird / night drop envelopes says that in 6.2.1 section of P&P that Customer concerns that are documented on an electronic appointment scheduling system may be printed and attached to the job card as...
Forum - 06/22/2022
... and that in my state a particular repair should not be covered they asked me, well what if the customer complains and says it should be, and I replied right back, then I show them these documents and explain why it isn't covered but you have to clarify...
Forum - 06/21/2022
... over 1 so I am not really sure where that leaves us for an answer to this one. We saw that if the customer participates at all, it is the 2-year on policy-related transactions....
Forum - 06/17/2022
... of insurance coverage are you referring to? Their personal insurance? I'm sure that wasn't done. Customer was not happy about this and feels that GM should have also participated in the repair. The only thing I have is a PET no pre auth was done. Do...
What Would You Do? - 10/22 - 09/26/2022
... determined that the driver front TPMS would not learn, requiring replacement which addressed the customer’s first concern.After diagnosing the second concern, it was found that the vehicle’s audio amplifier was not recognizing itself. The...
Forum - 09/12/2022
... is new? At any rate, if you DO NOT do this then you are downing saleable units and endangering customer lives. The issue I initially faced is in typical fashion no one reads the content of the recall, they see no fix or SI document pending and just ...
Forum - 09/14/2022
... Use the Labour Operation associated with the repair performed which you are reimbursing the customer for. (autopartners.net)...
Forum - 01/11/2023
... what you wrote ewill3rd to use the mode vavle actuator as closest op to... especially with how the customer's complaint read on the repair order. ...
Forum - 01/31/2023
... replacement, it becomes an ac delco warranty and would have an intact warranty sticker entitling customer to the warranty. If it is missing that warranty label, the failed battery was paid by GM and they retain the warranty and you're in a whole other...
What Would You Do? - 04/23 - 03/23/2023
... for review. After review, the claim rejected with the request to attach a copy of the original customer pay invoice. The invoice was attached, and the claim resubmitted.The claim rejected a second time for a copy of the part expedite invoice and documentation...
Forum - 03/31/2023
... falls in line. We always look at the first free service is a loss, but hopefully it gets the customer coming back in the dealership for service. ...
What Would You Do? - 06/23 - 05/23/2023
... correctly, review the Before Plugging SAVI In job aid for ignition position information. When the customer arrives ensure the vehicles ignition is in the on/run position with the engine off. Once the ignition is in the appropriate position the vehicle...
Forum - 06/15/2023
... at different notices. I have been making our guys bring the ticket to me before customer leaves to see if it rejects or approves. ...
Forum - 06/27/2023
... times, and plenty of other goofy stuff. I even had one that paid and I had to fix an issue with customer participation and when I resubmitted it the system rejected it for the opcode not being compatible with the vehicle... mind you on a claim that I...
Forum - 02/02/2017
... cover? For example, "if vehicle is still under new vehicle warranty, rental is available to customer." It's just confusing the way they word things... ...
Forum - 04/26/2017
... rr headliner) this is consequential damage, punch times not needed. If you order the part, send customer on there way, they come back for install of headliner, new JC, now you should use the same op as original leak, lamp, but you will now need a (R)...
Forum - 12/02/2016
... need for add on authorization as no lines were added to the job card, only a change from customer pay to warranty. Thanks heckandarn for your response!...
Forum - 02/01/2017
... why, when this Special Coverage is an over 10 hour job, GM wouldn't cover a rental for their customer? And, why can't the special coverage just read in plain english...Rental only covered if...? ...
Forum - 09/26/2016
... have a question...Effective October 1, 2016 changes to the Courtesy Transportation Program, a customer is eligible for Courtesy Trasportation during Field Action repairs only if: Still under Bumper-to-Bumper, or Involved component is coverd under the...
Forum - 09/01/2016
... understanding of responsibity for all charges at the time the job card is written and while the customer is present. Any changes regarding who is responsible for the charges require service management authorization prior to repairs being performed. <Article...
Proposing a "Warranty 101" series - 08/15/2016
... average recall, what service agents can expect, and common topics of discussion you may have with customers. Other possible "Warranty 101" videos would be The Three C's, Parts Ordering, and Global Connect. Let me know what you guys think!Format: V...
... more than a large leak code. Should be 2 lines because they are related to the symptom the customer brought it in for but not consequential to one another. If both opcodes are in the same group they will both need an R with management explanation....
Forum - 08/21/2020
... ZREG and just put notes in the general comments section to identify it as a parts warranty from a customer purchase, reference the original job card and date. Maybe someone else could shed some perspective. I sometimes have issues with vehicles that...
Local rental office not complying with P&P - 07/16/2020
... I have a buy back case where we were told to put this person in a rental. The customer went to the same office and the bill is roughly 3 times the allowed amount. We shall see how this one goes! I have a call into WSC regarding this. *Edit*...
What Would You Do - 05/22 - 04/26/2022
... repairs were verified and the vehicle was operating as designed. The advisor noted that the customer had replaced the engine four months and approximately 2,000 miles ago due to faulty lifters. The advisor noted the previous job card information...
Compliant Alternative Signature-Electronic appointment printout-New in P&P-JLWarranty News April 2022? - 04/04/2022
JLWarranty News April 2022 pg 1, regarding early bird / night drop envelopes says that in 6.2.1 section of P&P that Customer concerns that are documented on an electronic appointment scheduling system may be printed and attached to the job card as...
Forum - 06/22/2022
... and that in my state a particular repair should not be covered they asked me, well what if the customer complains and says it should be, and I replied right back, then I show them these documents and explain why it isn't covered but you have to clarify...
Forum - 06/21/2022
... over 1 so I am not really sure where that leaves us for an answer to this one. We saw that if the customer participates at all, it is the 2-year on policy-related transactions....
Forum - 06/17/2022
... of insurance coverage are you referring to? Their personal insurance? I'm sure that wasn't done. Customer was not happy about this and feels that GM should have also participated in the repair. The only thing I have is a PET no pre auth was done. Do...
What Would You Do? - 10/22 - 09/26/2022
... determined that the driver front TPMS would not learn, requiring replacement which addressed the customer’s first concern.After diagnosing the second concern, it was found that the vehicle’s audio amplifier was not recognizing itself. The...
Forum - 09/12/2022
... is new? At any rate, if you DO NOT do this then you are downing saleable units and endangering customer lives. The issue I initially faced is in typical fashion no one reads the content of the recall, they see no fix or SI document pending and just ...
Forum - 09/14/2022
... Use the Labour Operation associated with the repair performed which you are reimbursing the customer for. (autopartners.net)...
Forum - 01/11/2023
... what you wrote ewill3rd to use the mode vavle actuator as closest op to... especially with how the customer's complaint read on the repair order. ...
Forum - 01/31/2023
... replacement, it becomes an ac delco warranty and would have an intact warranty sticker entitling customer to the warranty. If it is missing that warranty label, the failed battery was paid by GM and they retain the warranty and you're in a whole other...
What Would You Do? - 04/23 - 03/23/2023
... for review. After review, the claim rejected with the request to attach a copy of the original customer pay invoice. The invoice was attached, and the claim resubmitted.The claim rejected a second time for a copy of the part expedite invoice and documentation...
Forum - 03/31/2023
... falls in line. We always look at the first free service is a loss, but hopefully it gets the customer coming back in the dealership for service. ...
What Would You Do? - 06/23 - 05/23/2023
... correctly, review the Before Plugging SAVI In job aid for ignition position information. When the customer arrives ensure the vehicles ignition is in the on/run position with the engine off. Once the ignition is in the appropriate position the vehicle...
Forum - 06/15/2023
... at different notices. I have been making our guys bring the ticket to me before customer leaves to see if it rejects or approves. ...
Forum - 06/27/2023
... times, and plenty of other goofy stuff. I even had one that paid and I had to fix an issue with customer participation and when I resubmitted it the system rejected it for the opcode not being compatible with the vehicle... mind you on a claim that I...
Forum - 02/02/2017
... cover? For example, "if vehicle is still under new vehicle warranty, rental is available to customer." It's just confusing the way they word things... ...
Forum - 04/26/2017
... rr headliner) this is consequential damage, punch times not needed. If you order the part, send customer on there way, they come back for install of headliner, new JC, now you should use the same op as original leak, lamp, but you will now need a (R)...
Forum - 12/02/2016
... need for add on authorization as no lines were added to the job card, only a change from customer pay to warranty. Thanks heckandarn for your response!...
Forum - 02/01/2017
... why, when this Special Coverage is an over 10 hour job, GM wouldn't cover a rental for their customer? And, why can't the special coverage just read in plain english...Rental only covered if...? ...
Forum - 09/26/2016
... have a question...Effective October 1, 2016 changes to the Courtesy Transportation Program, a customer is eligible for Courtesy Trasportation during Field Action repairs only if: Still under Bumper-to-Bumper, or Involved component is coverd under the...
Forum - 09/01/2016
... understanding of responsibity for all charges at the time the job card is written and while the customer is present. Any changes regarding who is responsible for the charges require service management authorization prior to repairs being performed. <Article...
Proposing a "Warranty 101" series - 08/15/2016
... average recall, what service agents can expect, and common topics of discussion you may have with customers. Other possible "Warranty 101" videos would be The Three C's, Parts Ordering, and Global Connect. Let me know what you guys think!Format: V...
Forum - 09/30/2016
... the service regen indicator lamp illuminate? This could almost go either way: maintenance/customer pay or possibly handle with the filter cleaning op - new vehicle with low miles... Does anyone else have any thoughts or opinion on this scenario...
Forum - 11/09/2016
... type of situation as stated in the Nov 2016 Newletter..."When there is a single concern from a customer that ultimately results in two or more unrelated repairs, lines added for those repairs are not considered add on repairs."...
Re: GMPP Smart Protection - 07/07/2016
GMPP Smart Protection is only available to customers that lease a new GM vehicle from a GM dealership. Smart Protection offers the same coverage as Major Guard - covering over 7,400 components on the leased vehicle (engine, transmission, safety systems,...
CCND? - 04/28/2016
... must not be used in conjunction with a repair labor operation of the same group (e.g. 4949979 Customer Concern Not Duplicated (CCND) - 12V Battery/Charging System with 4041510 - Battery Replacement) on the same job card. The Job card I am working has...
Re: What Would You Do - 03/16 - 04/29/2016
... was handled as a warranty repair and the sunglass compartment (overhead console) was handled as customer enthusiasm. Kristen/jlwarranty ...
Re: What Would You Do - 04/16 - 04/29/2016
The service manager opted to handle the paint repair utilizing his empowerment. The customer was charged participation based on the recommended amount from the calculator. Additionally, the defects were handled on individual lines. Kristen/jlwarra...
Re: Freight - 05/10/2016
... expenses are limited to one day of rental coverage. GM Part(s) obtained from GM through Customer Special Order-3 (CSO-3) shipping: When claiming expenses incurred for express shipping, courtesy transportation expenses are limited to two days of rent...
Android Auto update - 03/11/2016
... do the update and we should submit for ADD TIME for 0.4 hours at our regular rate. If it's a customer's car, it's 0.4 hours at regular rate. BUT, if it's for a stock car which has already been pdi'd and is on the lot, they will only pay us $10 to do...
What Would You Do - 04/16 - 04/11/2016
... amount of space where the paint had completely peeled off. Should the second dealer offer the customer a policy decision to correct the issue, with support being that the vehicle is well maintained and has low mileage? How is the situation best handled?...
Re: Diagnostic time with no repair - 02/29/2016
Please refer to Policy & Procedure Article 2.4 re: Customer Concern Not Duplicated/Verified. "Published labor time is the maximum time allowed. Service Agent is to submit only the actual time spent to diagnose up to the maximum time allowance. OLH...
Forum - 07/25/2017
... establishment for body repair service, and no further approval is required from GM. If GM receives customer complaints regarding the work performed by a particular establishment, GM reserves the right to withdraw its approval for such establishment,...
Forum - 05/30/2017
... the service manager must add it to the job card and indicate authorization. The date and time the customer provided permission must be documented on the job card. Two unique authorizations were necessary on this job card, indicated with the respective...
Forum - 09/25/2017
... The service manager is required to examine both alternatives and make the best decision for the customer, while keeping expense management in line. The past performance of the service agent has provided this empowerment within the GWM system and future...
Giant Claim- Need help! - 10/03/2017
... how to even submit at this point.Here's what we got, the vehicle is a 2012 Chevy Silverado, the customer brought it in because the truck kept stalling all the time. Our tech that has been working on it had to get GM engineering (I have a Tac Case #) involved...
Forum - 11/16/2017
We have received clarification regarding the Policy Evaluation Tool: While the customer's overall GM engagement and loyalty is used to calculate GM participation in a vehicle policy repair decision, the tool must be used with each policy repair line on...
Forum - 03/19/2018
... using the CAC case and following submission instructions. I have one here myself, same situation. Customer wanted to use it towards a policy repair. The claim submission is totally separate, it will just have the same job card number with a different...
Forum - 03/12/2018
... parts not in Service Agent inventory when required to satisfy any applicable GM warranty period. Reimbursement applies only to GM parts expedited for warranty repairs The allowed amount is to be claimed as a Net item in the Parts Expediting category. Parts...
Forum - 04/25/2018
... discussed recently it shouldn't require add line authorization since it is 2 issues for the same customer complaint. I'm hoping if I am not correct someone will explain it but like I said, based on the last thread I saw that was almost identical this...
Re: GOODWILL CLAIM - 09/03/2015
I am assuming that the customer did not pay the deductible - if that is true, the $100 would be entered in the Miscellaneous Net Item field of the Policy transaction. Be sure to include good comments to support the Policy decision : ) Kristen / j...
Semi-repeat repair. - 08/11/2015
... diag and locate vehicle low on Freon, and we refilled Freon and added dye to system. in July the customer comes back with the same issue. they again perform diag and again no Freon in ac system, they also checked the dye from last visit and found that...
Re: SERVICE CONTRACTS CHEVPMUs1N18 - 07/28/2015
Thank you so much, this is the GM Extended Protection Plan (not Warrantech). They explained the customer must have been awarded this plan from General Motors. But it still makes me scratch my head that GM DBC doesn't know anything about these plans....oh...
Re: Special Coverage Adjustment & Towing - 10/02/2015
Did the customer arrange for the tow to the dealership? Was the tow a result of the special coverage? If management feels that it is valid & supported, submit with comments to support and justify the expense. Kristen / jlwarranty
one concern two failures - 10/28/2014
I know I've read this somewhere, can't for the life of me find it, anyone know? customer comes in with an engine oil leak. Tech gets into the job finds the engine front cover leaking and the water pump. Water pump on the engine front cover line will...
Re: ACCESSORY INSTALLS - 02/11/2015
... for each accessory type it is important to use it in the ZSET claim. Also a reminder that when a customer adds accessory wheels you will use the LOP for Wheels and you will need to use all part numbers for those wheels, such as the wheel part # with...
Re: Closest Available Labor Operation - 07/09/2015
... the policy. We, at jlwarranty, handle closest to operations with OLH routinely for our dealer customers. To date, we have not encountered issues resulting from handling as such. On a side note, use of closest to labor operations for repairs is typically...
... the service regen indicator lamp illuminate? This could almost go either way: maintenance/customer pay or possibly handle with the filter cleaning op - new vehicle with low miles... Does anyone else have any thoughts or opinion on this scenario...
Forum - 11/09/2016
... type of situation as stated in the Nov 2016 Newletter..."When there is a single concern from a customer that ultimately results in two or more unrelated repairs, lines added for those repairs are not considered add on repairs."...
Re: GMPP Smart Protection - 07/07/2016
GMPP Smart Protection is only available to customers that lease a new GM vehicle from a GM dealership. Smart Protection offers the same coverage as Major Guard - covering over 7,400 components on the leased vehicle (engine, transmission, safety systems,...
CCND? - 04/28/2016
... must not be used in conjunction with a repair labor operation of the same group (e.g. 4949979 Customer Concern Not Duplicated (CCND) - 12V Battery/Charging System with 4041510 - Battery Replacement) on the same job card. The Job card I am working has...
Re: What Would You Do - 03/16 - 04/29/2016
... was handled as a warranty repair and the sunglass compartment (overhead console) was handled as customer enthusiasm. Kristen/jlwarranty ...
Re: What Would You Do - 04/16 - 04/29/2016
The service manager opted to handle the paint repair utilizing his empowerment. The customer was charged participation based on the recommended amount from the calculator. Additionally, the defects were handled on individual lines. Kristen/jlwarra...
Re: Freight - 05/10/2016
... expenses are limited to one day of rental coverage. GM Part(s) obtained from GM through Customer Special Order-3 (CSO-3) shipping: When claiming expenses incurred for express shipping, courtesy transportation expenses are limited to two days of rent...
Android Auto update - 03/11/2016
... do the update and we should submit for ADD TIME for 0.4 hours at our regular rate. If it's a customer's car, it's 0.4 hours at regular rate. BUT, if it's for a stock car which has already been pdi'd and is on the lot, they will only pay us $10 to do...
What Would You Do - 04/16 - 04/11/2016
... amount of space where the paint had completely peeled off. Should the second dealer offer the customer a policy decision to correct the issue, with support being that the vehicle is well maintained and has low mileage? How is the situation best handled?...
Re: Diagnostic time with no repair - 02/29/2016
Please refer to Policy & Procedure Article 2.4 re: Customer Concern Not Duplicated/Verified. "Published labor time is the maximum time allowed. Service Agent is to submit only the actual time spent to diagnose up to the maximum time allowance. OLH...
Forum - 07/25/2017
... establishment for body repair service, and no further approval is required from GM. If GM receives customer complaints regarding the work performed by a particular establishment, GM reserves the right to withdraw its approval for such establishment,...
Forum - 05/30/2017
... the service manager must add it to the job card and indicate authorization. The date and time the customer provided permission must be documented on the job card. Two unique authorizations were necessary on this job card, indicated with the respective...
Forum - 09/25/2017
... The service manager is required to examine both alternatives and make the best decision for the customer, while keeping expense management in line. The past performance of the service agent has provided this empowerment within the GWM system and future...
Giant Claim- Need help! - 10/03/2017
... how to even submit at this point.Here's what we got, the vehicle is a 2012 Chevy Silverado, the customer brought it in because the truck kept stalling all the time. Our tech that has been working on it had to get GM engineering (I have a Tac Case #) involved...
Forum - 11/16/2017
We have received clarification regarding the Policy Evaluation Tool: While the customer's overall GM engagement and loyalty is used to calculate GM participation in a vehicle policy repair decision, the tool must be used with each policy repair line on...
Forum - 03/19/2018
... using the CAC case and following submission instructions. I have one here myself, same situation. Customer wanted to use it towards a policy repair. The claim submission is totally separate, it will just have the same job card number with a different...
Forum - 03/12/2018
... parts not in Service Agent inventory when required to satisfy any applicable GM warranty period. Reimbursement applies only to GM parts expedited for warranty repairs The allowed amount is to be claimed as a Net item in the Parts Expediting category. Parts...
Forum - 04/25/2018
... discussed recently it shouldn't require add line authorization since it is 2 issues for the same customer complaint. I'm hoping if I am not correct someone will explain it but like I said, based on the last thread I saw that was almost identical this...
Re: GOODWILL CLAIM - 09/03/2015
I am assuming that the customer did not pay the deductible - if that is true, the $100 would be entered in the Miscellaneous Net Item field of the Policy transaction. Be sure to include good comments to support the Policy decision : ) Kristen / j...
Semi-repeat repair. - 08/11/2015
... diag and locate vehicle low on Freon, and we refilled Freon and added dye to system. in July the customer comes back with the same issue. they again perform diag and again no Freon in ac system, they also checked the dye from last visit and found that...
Re: SERVICE CONTRACTS CHEVPMUs1N18 - 07/28/2015
Thank you so much, this is the GM Extended Protection Plan (not Warrantech). They explained the customer must have been awarded this plan from General Motors. But it still makes me scratch my head that GM DBC doesn't know anything about these plans....oh...
Re: Special Coverage Adjustment & Towing - 10/02/2015
Did the customer arrange for the tow to the dealership? Was the tow a result of the special coverage? If management feels that it is valid & supported, submit with comments to support and justify the expense. Kristen / jlwarranty
one concern two failures - 10/28/2014
I know I've read this somewhere, can't for the life of me find it, anyone know? customer comes in with an engine oil leak. Tech gets into the job finds the engine front cover leaking and the water pump. Water pump on the engine front cover line will...
Re: ACCESSORY INSTALLS - 02/11/2015
... for each accessory type it is important to use it in the ZSET claim. Also a reminder that when a customer adds accessory wheels you will use the LOP for Wheels and you will need to use all part numbers for those wheels, such as the wheel part # with...
Re: Closest Available Labor Operation - 07/09/2015
... the policy. We, at jlwarranty, handle closest to operations with OLH routinely for our dealer customers. To date, we have not encountered issues resulting from handling as such. On a side note, use of closest to labor operations for repairs is typically...
Re: Non LPO Accessories Warranty - 10/18/2013
... and installed "after the fact", you're passed the parts warranty period, and might have to try a customer participation on the "Policy Calculator". Good Luck, EJ...
Re: Need HELP! - 08/08/2013
... It just depends on what YOU and YOUR Service Manager deem reasonable and necessary to satisfy your customer. You will also need to sell it to your DMA. There is no labor operation to dry out wet jute. There should be no time flagged for waiting around...
Re: ADP Drive vs. Reynolds and Reynolds - 07/02/2013
... claims interactively prior to RO close. R+R has an easy set up where you can see exactly what the customer paid, what warranty paid and what internal paid. It is all on one screen in a very logical, simple and orderly service process. I highly recommend...
Re: GM Concern Not Duplicated Correction - 04/11/2014
... Reference Card for HVAC issues (4429959) coincides with the labour operation listed in the Customer Concern Not Duplicated Bulletin (06-00-89-026). Labour operation 4439959 is also a valid labour operation for specific vehicles equipped with Manual...
Re: Recalls 14063 and 13454 (Courtesy Transportation) - 04/22/2014
... via the dealer after-sales empowerment portal / claim pre-approval request. It should say " customer has safety concerns driving affected vehicle until recall can be performed " ... also you can provide a SPAC case number if available to support a long...
Re: Recalls 14063 and 13454 (Courtesy Transportation) - 05/02/2014
... for reasons like "Please list which rental company you have used and list the damage waiver if customer had that" I retyped the information in comments, even though this information is printed on the attached rental car invoice from Enterprise Rental...
Re: Debit - 06/26/2012
... can't figure out why. For the one RO listed on the notice I pulled the file, VIS and everything. Customer name is the same, VIN is the same as on the card, we only did 4 like the coupon shows. Everything looks to be in order. I called our DMA who...
RECALL #11001 VS C.E.L. -- HOW TO HANDLE ?? - 09/11/2012
... diesel exhaust regeneration to clear #P2463 Question: is this considered OLH on the recall or customer pay ??? Please help...
I think I just might snap.... - 04/02/2013
part dept sold vent visors over the counter. customer then took over to our bodyshop and paid to have them installed. Of course neither of those departments told me what had happened so I could have back then submit for an I op code. ugh.... now,(about...
Complimentary Anniversary LOF Labor Op - 04/17/2012
... to celebrate your anniversary. Congratulations on two years with your Buick from....." A Buick customer brought in an email that said to print the email & bring it to the dealership. Unfortunately, she only brought page 1 of 2, and I suspect page 2...
Re: Transportation Damage Submissions - 02/06/2012
... Service Agents are to note the discrepancy on the Carrier's Delivery Receipt or LON. Reimbursement for the replacement of an incorrect part/option or option decrepancies is accomplished by submission of a warranty transaction. *All repairs are to be...
Re: CBG PRE-OWNED LIMITED - 01/24/2012
... (sounded simple enough) ** BUT ** as I kept reading it states under DMS instructions for tracking customer retention Metrics (pg#36 of operations guide) to enter any addt costs to dealership beyond $35 as "I=Internal" in your DMS.. & thats where I lost...
Re: 2009 Chev Aveo - 03/22/2012
... rates. This might be a good place to use the new goodwill policies GM has come out with. Customer Enthusiasm Transaction: When a vehicle is within both time and mileage of the specific written warranty but the repair is not the result of a defect...
Re: Hazmat components? - 01/06/2012
... Material Returns - Status Change to Field Scrap Effective July 21, 2011 - Customer Care & Aftersales Bulletin CCA11-123 It also lists a website: For Detailed information on Hazardous Material, go to http://gmspomsds.com Hope this helps :-)...
What should I do? - 12/06/2011
... throught the unit causing the buttons to stick". He had to replace the unit. When they told the customer what was found she insisted she doesn't even drink coffee and although her daughter drives the car at times she doesn't believe she had spilled...
Re: What should I do? - 12/06/2011
... if it was a valid claim. Granted, sometimes you have to go alittle bit out there to please your customer, but ultimately, you have to be able to defend your decisions to the manufacturer and if you can't in good conscience do that, you have a problem....
Re: GMPP CLAIM W/GM 50% PARTICIPATION - 10/13/2011
... paid what you are supposed to. I'm surprised it won't let you correct the first reject to show customer participation amount. I'm sure I've forgotten it before and been able to put it in when correcting a claim. Maybe because it's GMPP??...
Re: NAV DISC - 03/23/2011
[quote] JMEREDITH1099: No its not a component exchange.Its not that replaced it we gave a disc to a customer. Service manager told me that the navigation was not working the last visit.So we did a component exchange then with the navigation radio with...
Re: Flywheel Housing Seal opcode - 03/30/2011
... what the tech doing during the other 13.7 hours? This is way more than just the difference between customer pay and warranty. Was the wrong skill level tech used? I would be very curious aout the additional time....
Re: DAMAGED DOOR PANEL AND CRACKED WINDOW GLASS - 04/04/2011
... one of the newsletters information about subsequent damage to a vehicle during repair. We had a customer come in with a door that would not unlock at all. My technician damaged the door panel and cracked the window while trying to get the to the lock...
Re: DAMAGED DOOR PANEL AND CRACKED WINDOW GLASS - 04/05/2011
... one of the newsletters information about subsequent damage to a vehicle during repair. We had a customer come in with a door that would not unlock at all. My technician damaged the door panel and cracked the window while trying to get the to the lock...
Would you submit this as warranty? - 04/20/2011
2008 Uplander, 24119 miles, within warranty dates. Customer stated the driver's seat cushion "sunk in" too far when he got in. I asked what the size of this person was, and he weighs maybe 225-230 lbs, an average sized male around here. We had a few...
Re: - 08/11/2011
... design fuel level sensor. GM will pay 50% of eligible repair expenses, (parts and labor) and the customer will be responsible for the remaining 50%. The amount paid shall be calculated with reference to dealers' already approved warranty parts and labor...
Re: Warranty on vehicle for sale - 05/23/2011
... cosmetic is NOT covered. Also NO goodwill on in stock vehicles. Goodwill is intended for keeping CUSTOMERS happy, not the sales staff or dealer owner. Unfortunately, that is not always understood. ...
Re: What are your dealership’s operating hours? - 06/08/2010
Service = M-F 7am-7pm Sat 8am-4pm Closed Sun Sales = M-F & Sat. 8am-9pm (unless there are customer here after 9pm) Sun 10am-8pm Bodyshop = M-F 8am-5:30pm
... and installed "after the fact", you're passed the parts warranty period, and might have to try a customer participation on the "Policy Calculator". Good Luck, EJ...
Re: Need HELP! - 08/08/2013
... It just depends on what YOU and YOUR Service Manager deem reasonable and necessary to satisfy your customer. You will also need to sell it to your DMA. There is no labor operation to dry out wet jute. There should be no time flagged for waiting around...
Re: ADP Drive vs. Reynolds and Reynolds - 07/02/2013
... claims interactively prior to RO close. R+R has an easy set up where you can see exactly what the customer paid, what warranty paid and what internal paid. It is all on one screen in a very logical, simple and orderly service process. I highly recommend...
Re: GM Concern Not Duplicated Correction - 04/11/2014
... Reference Card for HVAC issues (4429959) coincides with the labour operation listed in the Customer Concern Not Duplicated Bulletin (06-00-89-026). Labour operation 4439959 is also a valid labour operation for specific vehicles equipped with Manual...
Re: Recalls 14063 and 13454 (Courtesy Transportation) - 04/22/2014
... via the dealer after-sales empowerment portal / claim pre-approval request. It should say " customer has safety concerns driving affected vehicle until recall can be performed " ... also you can provide a SPAC case number if available to support a long...
Re: Recalls 14063 and 13454 (Courtesy Transportation) - 05/02/2014
... for reasons like "Please list which rental company you have used and list the damage waiver if customer had that" I retyped the information in comments, even though this information is printed on the attached rental car invoice from Enterprise Rental...
Re: Debit - 06/26/2012
... can't figure out why. For the one RO listed on the notice I pulled the file, VIS and everything. Customer name is the same, VIN is the same as on the card, we only did 4 like the coupon shows. Everything looks to be in order. I called our DMA who...
RECALL #11001 VS C.E.L. -- HOW TO HANDLE ?? - 09/11/2012
... diesel exhaust regeneration to clear #P2463 Question: is this considered OLH on the recall or customer pay ??? Please help...
I think I just might snap.... - 04/02/2013
part dept sold vent visors over the counter. customer then took over to our bodyshop and paid to have them installed. Of course neither of those departments told me what had happened so I could have back then submit for an I op code. ugh.... now,(about...
Complimentary Anniversary LOF Labor Op - 04/17/2012
... to celebrate your anniversary. Congratulations on two years with your Buick from....." A Buick customer brought in an email that said to print the email & bring it to the dealership. Unfortunately, she only brought page 1 of 2, and I suspect page 2...
Re: Transportation Damage Submissions - 02/06/2012
... Service Agents are to note the discrepancy on the Carrier's Delivery Receipt or LON. Reimbursement for the replacement of an incorrect part/option or option decrepancies is accomplished by submission of a warranty transaction. *All repairs are to be...
Re: CBG PRE-OWNED LIMITED - 01/24/2012
... (sounded simple enough) ** BUT ** as I kept reading it states under DMS instructions for tracking customer retention Metrics (pg#36 of operations guide) to enter any addt costs to dealership beyond $35 as "I=Internal" in your DMS.. & thats where I lost...
Re: 2009 Chev Aveo - 03/22/2012
... rates. This might be a good place to use the new goodwill policies GM has come out with. Customer Enthusiasm Transaction: When a vehicle is within both time and mileage of the specific written warranty but the repair is not the result of a defect...
Re: Hazmat components? - 01/06/2012
... Material Returns - Status Change to Field Scrap Effective July 21, 2011 - Customer Care & Aftersales Bulletin CCA11-123 It also lists a website: For Detailed information on Hazardous Material, go to http://gmspomsds.com Hope this helps :-)...
What should I do? - 12/06/2011
... throught the unit causing the buttons to stick". He had to replace the unit. When they told the customer what was found she insisted she doesn't even drink coffee and although her daughter drives the car at times she doesn't believe she had spilled...
Re: What should I do? - 12/06/2011
... if it was a valid claim. Granted, sometimes you have to go alittle bit out there to please your customer, but ultimately, you have to be able to defend your decisions to the manufacturer and if you can't in good conscience do that, you have a problem....
Re: GMPP CLAIM W/GM 50% PARTICIPATION - 10/13/2011
... paid what you are supposed to. I'm surprised it won't let you correct the first reject to show customer participation amount. I'm sure I've forgotten it before and been able to put it in when correcting a claim. Maybe because it's GMPP??...
Re: NAV DISC - 03/23/2011
[quote] JMEREDITH1099: No its not a component exchange.Its not that replaced it we gave a disc to a customer. Service manager told me that the navigation was not working the last visit.So we did a component exchange then with the navigation radio with...
Re: Flywheel Housing Seal opcode - 03/30/2011
... what the tech doing during the other 13.7 hours? This is way more than just the difference between customer pay and warranty. Was the wrong skill level tech used? I would be very curious aout the additional time....
Re: DAMAGED DOOR PANEL AND CRACKED WINDOW GLASS - 04/04/2011
... one of the newsletters information about subsequent damage to a vehicle during repair. We had a customer come in with a door that would not unlock at all. My technician damaged the door panel and cracked the window while trying to get the to the lock...
Re: DAMAGED DOOR PANEL AND CRACKED WINDOW GLASS - 04/05/2011
... one of the newsletters information about subsequent damage to a vehicle during repair. We had a customer come in with a door that would not unlock at all. My technician damaged the door panel and cracked the window while trying to get the to the lock...
Would you submit this as warranty? - 04/20/2011
2008 Uplander, 24119 miles, within warranty dates. Customer stated the driver's seat cushion "sunk in" too far when he got in. I asked what the size of this person was, and he weighs maybe 225-230 lbs, an average sized male around here. We had a few...
Re: - 08/11/2011
... design fuel level sensor. GM will pay 50% of eligible repair expenses, (parts and labor) and the customer will be responsible for the remaining 50%. The amount paid shall be calculated with reference to dealers' already approved warranty parts and labor...
Re: Warranty on vehicle for sale - 05/23/2011
... cosmetic is NOT covered. Also NO goodwill on in stock vehicles. Goodwill is intended for keeping CUSTOMERS happy, not the sales staff or dealer owner. Unfortunately, that is not always understood. ...
Re: What are your dealership’s operating hours? - 06/08/2010
Service = M-F 7am-7pm Sat 8am-4pm Closed Sun Sales = M-F & Sat. 8am-9pm (unless there are customer here after 9pm) Sun 10am-8pm Bodyshop = M-F 8am-5:30pm
Re: HVAC ODOR - 07/18/2010
... this problem. Actually, I would have brought this to the Service Manager's attention as this customer will very likely be back in a short period of time for the same concern....
Re: HVAC ODOR - 07/19/2010
... this problem. Actually, I would have brought this to the Service Manager's attention as this customer will very likely be back in a short period of time for the same concern. [/quote] The service manager was aware of the situation. While it is a known...
Re: Would you try to put a claim in for this? - 09/17/2010
... would the service advisor expect you too..thats aftermarket parts not factory parts huh? customer should pay to have those installed..i would think [/quote] The parts were aftermarket, but the SA's reasoning was that the body bolts that were installed...
Return Codes - 01/26/2011
... vehicle was delivered to us in October 2010, PDI paid that month. Right before delivery to the customer, we found a turn signal bulb burned out (2 days prior to start date). I manually input this claim into GWM and got this result. Then, trying to...
Re: LPO for Camaro - 12/29/2010
... and leave parts OFF of the claim (they should have been shipped with the vehicle). IF this is a customer pay addition, you enter the claim with NO labor, NO parts. You find the opcode under the dealer installed accessories tab in the LTG. You are required...
Re: We need your warranty success story! - 01/14/2011
... that was going to cost the company over $2000.00. They told our parts manager to order a radio customer pay who in turn told SPECMO that the radio was COD and not warranty. The service manager and ASM decided they would goodwill the Radio and did not...
Re: Dumb Question on GMPP courtesy cars - 03/15/2011
... We simply loan them out. Since all of ours are older than 2 yrs, we don't bill GM for them. Our customers are spoiled. ...
Re: Dumb Question on GMPP courtesy cars - 03/15/2011
... We simply loan them out. Since all of ours are older than 2 yrs, we don't bill GM for them. Our customers are spoiled. [/quote] We also have in house LOANERS and charge them out as shuttle service-2 way, so that we get a little bit to help out...
Re: Do you check.....? - 02/25/2011
... suggest your shop do it too. Our sales staff uses this knowledge as a sales tool, telling the customer the vehicles are "up-to-date" on all recalls. [/quote] I do this as well, it keeps the techs busy on slow days, keeps the integrity of the sales...
Re: GM Radio Upgrade ? - 11/22/2010
... to U1C-AM/FM Stereo & Clock & Audio Disc. Not sure how to handle this. I'm afraid if the customer has problems later with the radio that the system will reject any claim thinking the vehicle still has the base radio. [/quote] Would DBC have the answer?...
Re: TRANS REPLACEMENT - 04/14/2009
... be a gray area. [/quote] I'd have to agree... we are thinking that any reprogramming should be customer pay at this point. The transmission didn't fail, the tcc was stuck & the pcm was reprogrammed....
OOPS - 03/31/2009
... Come to find out one of our service writers got a little too excited when writing up one of his customer's trucks and didn't notice the huge crane on top. Instead of taking it slow, he gunned the engine and made it about 30 feet in before he realized...
Recall 99093 1998-1999 Century/Regal - 05/12/2009
... the 1998-1999 Buick Regal and Century. I accidentally gave my last one away yesterday and have a customer in this morning that needs one. If anyone has one please fax to Teresa at 757-488-4782. I will be most appreciative. Thanks Teresa...
Re: New Features! Warranty Articles and Powertrain Coverage Lookup - 06/15/2009
GM Service Policies & Procedures Manual ARTICLE 1.5.18 - Warranty Parts Expediting As a customer enthusiasm service, GM will reimburse dealer for GM parts obtained locally and expenses incurred for expediting GM Parts not in dealer inventory when required...
Re: Silverado trailer wiring harness - 09/24/2009
... and the wiring connections outlined in this bulletin are the responsibility of the dealership or customer. These repairs should never be charged to warranty. If you have any questions, please consult with your District Service Manager." My question...
Let's Barter - 09/28/2009
... a lot of crazy stories, but I believe this one tops them all. Our sales manager had a call from a customer who wanted to know if we bartered. He said he had five cemetery plots at Temple Hill Cemetery that he wanted to trade for a down payment on a new...
sirius xm - 10/26/2009
... the siruis xm radio was taking out the cluster. The truck came with factory installed xm radio.Customer removed the xm and put in the sirius. Having the sirius installed means its aftermarket and not a warrantable repair correct? Would love your guys'...
Re: special policy #07187C - 12/17/2009
... and labor....@ 55,866 mi the vehicle is covered. 70,001 to 80,000 miles - only the ipc is covered, customer is responsible for labor just make sure you vin falls within the vin breakpoints for the model/year....
Re: Part questions - 11/30/2009
When I look it up on the return inquiry in parts - it says this: Application Number DS -4182509 Doc Type H Customer Code 201974 Return Code 04 Other Doc Types Status Completed Date Approved 25 Aug 2009 Date Received 22 Sep 2009 Date Completed 22...
Re: BATTERY - COVERAGE ??? - 10/05/2009
... through GM if it is within the 12/12. Claim type B and it may have to be H-routed. If it was customer pay then it does go through the battery manufacturer's warranty. See P&P art 1.5.11.2 - Battery Warranty Coverage...
Re: Has anyone been to a JL Warranty class for global yet? if so how was it? - 03/03/2010
... understand that if our dealership gets audited and they can lose MONEY because they don't have customer signatures, time flags, DTC's or any of the other necessarry information, they back us up in making sure the techs do their jobs. Also, if we are...
Re: PARTS EXPEDITE FROM ANOTHER DEALER - 03/05/2010
... When entering a part that was obtained from another local dealer, to resolve an issue with a customer's vehicle within the warranty period, the "Service Agent Trade" box should be checked on the part line. The price paid for that part to the other dealer...
Re: Global Warranty and ADP users - 03/05/2010
... and warranty on the RO. Seems like a big hassle to do this. Reynolds let you invoice only the customer portion of the RO leaving the Warranty/Internal open. (The advisors don't look up the labor ops/flag warranty time. I do all that.)...
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 02/03/2010
... You use the ZPTI claim type and the first time you submit for a lifetime part you have to mark the customer enthusiasm indicator and use the goodwill authorization to get it to pay. Sounds goofy, but it worked and this is how DBC said to do it. After...
Reynolds Users, GMPP Deductible in DCS - 05/20/2010
... deductible in sched 8 as a negative amount which then shows up in accounting as a zero when the customer has paid their deductible. Entering the claim, I find the N/I amount as -100.00 but the system won't let me itemize it. I then go to GWM and enter...
... this problem. Actually, I would have brought this to the Service Manager's attention as this customer will very likely be back in a short period of time for the same concern....
Re: HVAC ODOR - 07/19/2010
... this problem. Actually, I would have brought this to the Service Manager's attention as this customer will very likely be back in a short period of time for the same concern. [/quote] The service manager was aware of the situation. While it is a known...
Re: Would you try to put a claim in for this? - 09/17/2010
... would the service advisor expect you too..thats aftermarket parts not factory parts huh? customer should pay to have those installed..i would think [/quote] The parts were aftermarket, but the SA's reasoning was that the body bolts that were installed...
Return Codes - 01/26/2011
... vehicle was delivered to us in October 2010, PDI paid that month. Right before delivery to the customer, we found a turn signal bulb burned out (2 days prior to start date). I manually input this claim into GWM and got this result. Then, trying to...
Re: LPO for Camaro - 12/29/2010
... and leave parts OFF of the claim (they should have been shipped with the vehicle). IF this is a customer pay addition, you enter the claim with NO labor, NO parts. You find the opcode under the dealer installed accessories tab in the LTG. You are required...
Re: We need your warranty success story! - 01/14/2011
... that was going to cost the company over $2000.00. They told our parts manager to order a radio customer pay who in turn told SPECMO that the radio was COD and not warranty. The service manager and ASM decided they would goodwill the Radio and did not...
Re: Dumb Question on GMPP courtesy cars - 03/15/2011
... We simply loan them out. Since all of ours are older than 2 yrs, we don't bill GM for them. Our customers are spoiled. ...
Re: Dumb Question on GMPP courtesy cars - 03/15/2011
... We simply loan them out. Since all of ours are older than 2 yrs, we don't bill GM for them. Our customers are spoiled. [/quote] We also have in house LOANERS and charge them out as shuttle service-2 way, so that we get a little bit to help out...
Re: Do you check.....? - 02/25/2011
... suggest your shop do it too. Our sales staff uses this knowledge as a sales tool, telling the customer the vehicles are "up-to-date" on all recalls. [/quote] I do this as well, it keeps the techs busy on slow days, keeps the integrity of the sales...
Re: GM Radio Upgrade ? - 11/22/2010
... to U1C-AM/FM Stereo & Clock & Audio Disc. Not sure how to handle this. I'm afraid if the customer has problems later with the radio that the system will reject any claim thinking the vehicle still has the base radio. [/quote] Would DBC have the answer?...
Re: TRANS REPLACEMENT - 04/14/2009
... be a gray area. [/quote] I'd have to agree... we are thinking that any reprogramming should be customer pay at this point. The transmission didn't fail, the tcc was stuck & the pcm was reprogrammed....
OOPS - 03/31/2009
... Come to find out one of our service writers got a little too excited when writing up one of his customer's trucks and didn't notice the huge crane on top. Instead of taking it slow, he gunned the engine and made it about 30 feet in before he realized...
Recall 99093 1998-1999 Century/Regal - 05/12/2009
... the 1998-1999 Buick Regal and Century. I accidentally gave my last one away yesterday and have a customer in this morning that needs one. If anyone has one please fax to Teresa at 757-488-4782. I will be most appreciative. Thanks Teresa...
Re: New Features! Warranty Articles and Powertrain Coverage Lookup - 06/15/2009
GM Service Policies & Procedures Manual ARTICLE 1.5.18 - Warranty Parts Expediting As a customer enthusiasm service, GM will reimburse dealer for GM parts obtained locally and expenses incurred for expediting GM Parts not in dealer inventory when required...
Re: Silverado trailer wiring harness - 09/24/2009
... and the wiring connections outlined in this bulletin are the responsibility of the dealership or customer. These repairs should never be charged to warranty. If you have any questions, please consult with your District Service Manager." My question...
Let's Barter - 09/28/2009
... a lot of crazy stories, but I believe this one tops them all. Our sales manager had a call from a customer who wanted to know if we bartered. He said he had five cemetery plots at Temple Hill Cemetery that he wanted to trade for a down payment on a new...
sirius xm - 10/26/2009
... the siruis xm radio was taking out the cluster. The truck came with factory installed xm radio.Customer removed the xm and put in the sirius. Having the sirius installed means its aftermarket and not a warrantable repair correct? Would love your guys'...
Re: special policy #07187C - 12/17/2009
... and labor....@ 55,866 mi the vehicle is covered. 70,001 to 80,000 miles - only the ipc is covered, customer is responsible for labor just make sure you vin falls within the vin breakpoints for the model/year....
Re: Part questions - 11/30/2009
When I look it up on the return inquiry in parts - it says this: Application Number DS -4182509 Doc Type H Customer Code 201974 Return Code 04 Other Doc Types Status Completed Date Approved 25 Aug 2009 Date Received 22 Sep 2009 Date Completed 22...
Re: BATTERY - COVERAGE ??? - 10/05/2009
... through GM if it is within the 12/12. Claim type B and it may have to be H-routed. If it was customer pay then it does go through the battery manufacturer's warranty. See P&P art 1.5.11.2 - Battery Warranty Coverage...
Re: Has anyone been to a JL Warranty class for global yet? if so how was it? - 03/03/2010
... understand that if our dealership gets audited and they can lose MONEY because they don't have customer signatures, time flags, DTC's or any of the other necessarry information, they back us up in making sure the techs do their jobs. Also, if we are...
Re: PARTS EXPEDITE FROM ANOTHER DEALER - 03/05/2010
... When entering a part that was obtained from another local dealer, to resolve an issue with a customer's vehicle within the warranty period, the "Service Agent Trade" box should be checked on the part line. The price paid for that part to the other dealer...
Re: Global Warranty and ADP users - 03/05/2010
... and warranty on the RO. Seems like a big hassle to do this. Reynolds let you invoice only the customer portion of the RO leaving the Warranty/Internal open. (The advisors don't look up the labor ops/flag warranty time. I do all that.)...
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 02/03/2010
... You use the ZPTI claim type and the first time you submit for a lifetime part you have to mark the customer enthusiasm indicator and use the goodwill authorization to get it to pay. Sounds goofy, but it worked and this is how DBC said to do it. After...
Reynolds Users, GMPP Deductible in DCS - 05/20/2010
... deductible in sched 8 as a negative amount which then shows up in accounting as a zero when the customer has paid their deductible. Entering the claim, I find the N/I amount as -100.00 but the system won't let me itemize it. I then go to GWM and enter...
Re: 1993 CORVETTE - DISTRIBUTOR ISSUE - 04/28/2010
... IS THERE SOMETHING I AM NOT SEEING.... [/quote] If you go with the over the counter purchase the customer's coverage would be expired. If you go with the installation, it would still be under warranty by 2 days. BUT, does anyone know if the installation...
Re: sprecial policy claim in gwm - 03/23/2010
... the special indicator. Now another puzzle.... I have a Z7092 labor op that should be a ZSSP for customer satisfaction. Reject code 031 set, but how does one correct this code? It would be nice to know what is to be done to correct a code when set. I've...
Re: sprecial policy claim in gwm - 03/24/2010
... the special indicator. Now another puzzle.... I have a Z7092 labor op that should be a ZSSP for customer satisfaction. Reject code 031 set, but how does one correct this code? It would be nice to know what is to be done to correct a code when set. I've...
Re: Warranty Admin. job description - 12/22/2008
... being here a year, they are actually clocking in/out on jobs, making notes on the RO, getting customer signatures...wow... what progress! There is still room for improvement, but I think we would survive an audit now! In regard to your original question: you...
Little Tiggers - 12/09/2008
... Chevrolet, is located in northeastern Pennsylvania in the middle of farm country. One of our customers, who drives a Trailblazer equipped with Onstar, lives 25 miles north of us out in the country. Her vehicle had been parked in a barn on her property....
Re: Warranty Compliance - 12/02/2008
... of the repair order corresponding to each line of repair. Team codes are not acceptable. All customer pay, warranty, policy and internal repair order time must be accountable through the technician's time and payroll records. All technician's payroll...
Re: Replaced starter - 02/25/2009
... to explain it to my service advisor's was this: Parts warranty only covers parts paid for by the CUSTOMER. If GM pays for the part it's under warranty and therefore it's a repeat repair. Yeah I know, there are some exceptions, but it was the simplest...
Re: RECALL - 02/16/2009
... funny. I just don't see how the intake on that Caddy should in any way be GM's problem. If the customer isn't willing to put the money into the vehicle to keep it running, why should GM worry about it? Sounds like a typical Caddy owner, not willing...
Re: OVERNIGHT / LOCAL FREIGHT - 06/03/2008
1.5.18 - Warranty Parts Expediting As a customer enthusiasm service, GM will reimburse dealer for GM parts obtained locally and expenses incurred for expediting GM Parts not in dealer inventory when required to satisfy any applicable GM warranty peri...
Just When You Think You Know Someone - 06/20/2008
... in the service aisle winding down from a busy day and in pulls a car with two long time, older customers that I have joked and talked with multiple times. The wife starts talking about her problems with a service advisor and the husband starts walking...
Re: Just When You Think You Know Someone - 06/23/2008
... some people think they can get away with something like that? If the service manager had hit the customer there would have been a lawsuit! Wow!...
Re: AC/DELCO BATTERY PARTS WARRANTY QUESTION - 06/25/2008
... either. We haven't come up with any good solution and I think usually just internal the time. Customer's kept happy this way, but not good for the dealership! Any one else have any better solution?...
Clarifacation on Labor Op #Z7091 - 07/02/2008
... HAD TO REPLACE THE FUEL FILTER HOUSING ASSY PT#98017680 DUE TO 2ND COMPLIANT BY CUSTOMER, WE DID THIS AS A GOODWILL -- THE CLAIM REJECTED FOR: NOT GOODWILL-MIC AGREEMENT FOUND, WITH COMMENTS THAT... IF WE WISH TO HANDLE THE MIC DEDUCT AS A GOODWILL-IT...
Bumper Tag - 05/16/2008
Being the Warranty Administrator, I do not usually deal with too many customers. However I do answer the phone which sometimes gets me in deeper than I want to be. One day I spoke with a lady on the phone who had a sister with a Chevrolet Malibu that...
Re: BATTERY (CONFUSION) - 05/23/2008
... battery warranty info is removed and put on the back of the hard copy. Also, assuming this is a customer vehicle not a stock unit- no charging or replacement on stock units, and if under the 250 mile mark you have to call PQC to authorize replacement. ...
Re: Cracked pads - 05/20/2008
... is the service advisor and technician's responsiblility. The SA should write something such as: Customer states hears grind/squeal noise when applying brakes. Tech should state:(cause) inspected front & rear brake pads, calipers, rotors and found front...
COMPONENT LETTER - 05/16/2008
WELCOME BACK EVERYONE. MY SERVICE MANAGER WANTS TO DO A COMPONENT LETTER FOR A CUSTOMER. PROBLEM IS NEITHER ONE OF US HAS EVER DONE ONE BEFORE. DOES ANYONE KNOW IF THERE IS A TEMPLATE FOR THIS LETTER. OR WHERE CAN I FIND OUT WHAT IT NEEDS TO SAY. ...
Re: COMPLAINT & FAIL CODES - 04/08/2008
Hows this for a correction statement? "verified lesk coming from eater pump, replaced pump, all ok." I deal with this kind of "new english" every day. Unfortunately, the customers are seeing this too. Ah well, Brian
Re: 50/50 SPLIT - 01/30/2008
... the difference when GM pays their half. The other 50 percent should have been paid by the customer making all equal out in the end. R&R screen 7010, 7, 20, etc. Oh, assuming that the Warranty side is still open, just fill in the blanks with the 50 percent...
Re: Z5000 - 02/19/2008
1.5.18 WARRANTY PARTS EXPEDITING As a customer enthusiasm service, GM will reimburse dealer for GM parts obtained locally and expenses incurred for expediting GM Parts not in dealer inventory when required to satisfy any APPLICABLE GM warranty period....
GMPP deduct override - 11/30/2007
... You use claim type 3 and enter auth code G. A deduct is normally over overridden if the customer has already paid the deduct on the same repair labor op or area of the car in a close amount of time. I think overriding a deduct in this can may fall into...
Pyramid Repairs - 12/14/2007
... the same repair order resulting in the use of two or more labor operations submitted for a single customer concern. The second labor operation must be approved as an add on repair. **Excessive use of pyramid repairs can generate a Dealer Self Review. Technicians...
Time Punches - 09/25/2007
HELP!!! Big argument about time punches. does customer pay work need to be time punched? On warranty work, does every repair have to have different punch time even if you are not doing any "00" time? thanks
Forum - 09/25/2007
Customer pay, internal and warranty repairs must all be time punched. Dealer Policy Manual WR page 18 & Warranty Administration Manual CE page 15: "You must also keep a full accounting of the actual time spent on warranty and non-warranty work." Each ...
Open Repair Orders - 09/25/2007
... leaves the dealership. Reference the original repair order on the subsequent claim when the customer returns to have the component replaced. With consideration to the lemon law, open repair order days will further the case for a buyback. ...
... IS THERE SOMETHING I AM NOT SEEING.... [/quote] If you go with the over the counter purchase the customer's coverage would be expired. If you go with the installation, it would still be under warranty by 2 days. BUT, does anyone know if the installation...
Re: sprecial policy claim in gwm - 03/23/2010
... the special indicator. Now another puzzle.... I have a Z7092 labor op that should be a ZSSP for customer satisfaction. Reject code 031 set, but how does one correct this code? It would be nice to know what is to be done to correct a code when set. I've...
Re: sprecial policy claim in gwm - 03/24/2010
... the special indicator. Now another puzzle.... I have a Z7092 labor op that should be a ZSSP for customer satisfaction. Reject code 031 set, but how does one correct this code? It would be nice to know what is to be done to correct a code when set. I've...
Re: Warranty Admin. job description - 12/22/2008
... being here a year, they are actually clocking in/out on jobs, making notes on the RO, getting customer signatures...wow... what progress! There is still room for improvement, but I think we would survive an audit now! In regard to your original question: you...
Little Tiggers - 12/09/2008
... Chevrolet, is located in northeastern Pennsylvania in the middle of farm country. One of our customers, who drives a Trailblazer equipped with Onstar, lives 25 miles north of us out in the country. Her vehicle had been parked in a barn on her property....
Re: Warranty Compliance - 12/02/2008
... of the repair order corresponding to each line of repair. Team codes are not acceptable. All customer pay, warranty, policy and internal repair order time must be accountable through the technician's time and payroll records. All technician's payroll...
Re: Replaced starter - 02/25/2009
... to explain it to my service advisor's was this: Parts warranty only covers parts paid for by the CUSTOMER. If GM pays for the part it's under warranty and therefore it's a repeat repair. Yeah I know, there are some exceptions, but it was the simplest...
Re: RECALL - 02/16/2009
... funny. I just don't see how the intake on that Caddy should in any way be GM's problem. If the customer isn't willing to put the money into the vehicle to keep it running, why should GM worry about it? Sounds like a typical Caddy owner, not willing...
Re: OVERNIGHT / LOCAL FREIGHT - 06/03/2008
1.5.18 - Warranty Parts Expediting As a customer enthusiasm service, GM will reimburse dealer for GM parts obtained locally and expenses incurred for expediting GM Parts not in dealer inventory when required to satisfy any applicable GM warranty peri...
Just When You Think You Know Someone - 06/20/2008
... in the service aisle winding down from a busy day and in pulls a car with two long time, older customers that I have joked and talked with multiple times. The wife starts talking about her problems with a service advisor and the husband starts walking...
Re: Just When You Think You Know Someone - 06/23/2008
... some people think they can get away with something like that? If the service manager had hit the customer there would have been a lawsuit! Wow!...
Re: AC/DELCO BATTERY PARTS WARRANTY QUESTION - 06/25/2008
... either. We haven't come up with any good solution and I think usually just internal the time. Customer's kept happy this way, but not good for the dealership! Any one else have any better solution?...
Clarifacation on Labor Op #Z7091 - 07/02/2008
... HAD TO REPLACE THE FUEL FILTER HOUSING ASSY PT#98017680 DUE TO 2ND COMPLIANT BY CUSTOMER, WE DID THIS AS A GOODWILL -- THE CLAIM REJECTED FOR: NOT GOODWILL-MIC AGREEMENT FOUND, WITH COMMENTS THAT... IF WE WISH TO HANDLE THE MIC DEDUCT AS A GOODWILL-IT...
Bumper Tag - 05/16/2008
Being the Warranty Administrator, I do not usually deal with too many customers. However I do answer the phone which sometimes gets me in deeper than I want to be. One day I spoke with a lady on the phone who had a sister with a Chevrolet Malibu that...
Re: BATTERY (CONFUSION) - 05/23/2008
... battery warranty info is removed and put on the back of the hard copy. Also, assuming this is a customer vehicle not a stock unit- no charging or replacement on stock units, and if under the 250 mile mark you have to call PQC to authorize replacement. ...
Re: Cracked pads - 05/20/2008
... is the service advisor and technician's responsiblility. The SA should write something such as: Customer states hears grind/squeal noise when applying brakes. Tech should state:(cause) inspected front & rear brake pads, calipers, rotors and found front...
COMPONENT LETTER - 05/16/2008
WELCOME BACK EVERYONE. MY SERVICE MANAGER WANTS TO DO A COMPONENT LETTER FOR A CUSTOMER. PROBLEM IS NEITHER ONE OF US HAS EVER DONE ONE BEFORE. DOES ANYONE KNOW IF THERE IS A TEMPLATE FOR THIS LETTER. OR WHERE CAN I FIND OUT WHAT IT NEEDS TO SAY. ...
Re: COMPLAINT & FAIL CODES - 04/08/2008
Hows this for a correction statement? "verified lesk coming from eater pump, replaced pump, all ok." I deal with this kind of "new english" every day. Unfortunately, the customers are seeing this too. Ah well, Brian
Re: 50/50 SPLIT - 01/30/2008
... the difference when GM pays their half. The other 50 percent should have been paid by the customer making all equal out in the end. R&R screen 7010, 7, 20, etc. Oh, assuming that the Warranty side is still open, just fill in the blanks with the 50 percent...
Re: Z5000 - 02/19/2008
1.5.18 WARRANTY PARTS EXPEDITING As a customer enthusiasm service, GM will reimburse dealer for GM parts obtained locally and expenses incurred for expediting GM Parts not in dealer inventory when required to satisfy any APPLICABLE GM warranty period....
GMPP deduct override - 11/30/2007
... You use claim type 3 and enter auth code G. A deduct is normally over overridden if the customer has already paid the deduct on the same repair labor op or area of the car in a close amount of time. I think overriding a deduct in this can may fall into...
Pyramid Repairs - 12/14/2007
... the same repair order resulting in the use of two or more labor operations submitted for a single customer concern. The second labor operation must be approved as an add on repair. **Excessive use of pyramid repairs can generate a Dealer Self Review. Technicians...
Time Punches - 09/25/2007
HELP!!! Big argument about time punches. does customer pay work need to be time punched? On warranty work, does every repair have to have different punch time even if you are not doing any "00" time? thanks
Forum - 09/25/2007
Customer pay, internal and warranty repairs must all be time punched. Dealer Policy Manual WR page 18 & Warranty Administration Manual CE page 15: "You must also keep a full accounting of the actual time spent on warranty and non-warranty work." Each ...
Open Repair Orders - 09/25/2007
... leaves the dealership. Reference the original repair order on the subsequent claim when the customer returns to have the component replaced. With consideration to the lemon law, open repair order days will further the case for a buyback. ...
PDI Accessories 0590032 - 06/16/2021
Reimbursement for the installation of dealer installed, factory invoiced options is not part of the PDI auto pay process. A transaction must be submitted using labor operation 0590032. Many service agents miss out on a great deal of additional warranty...
WPC Parts Return program - 03/09/2022
... quality, benefiting everyone from part suppliers to service agents, but more importantly the customers who choose to buy GM vehicles. Anyone involved with this business for any length of time has seen firsthand the quality improvements made from the...
Empowerment - 08/05/2022
GM provides service agents with the ability to make case by case empowerment decisions on behalf of the customer to ensure that they are satisfied remain loyal to their vehicle brand, and to the dealership. Standards and guidelines have been put in place...
Warranty Resource Center - 04/29/2022
... Tools Document link to find those helpful job aids and many more. Looking for the appropriate reimbursement for a Chevrolet Scheduled Maintenance service on a 2022 Chevrolet Silverado with a 5.3L engine? Go to the Programs and Claims Submission tile,...
Forum - 09/19/2007
... time clocked or there's nothing stating what might be wrong, and therefore could be any number of customer concern labor ops, I'll 0 it out and not submit it. I may not also if I feel it may come back again with the problems, as submitting it will, in...
Gray Market - 09/19/2007
I am a newbie to doing warranty so I hope this is not a stupid question. I have resently had 2 Canadian customer I had to call BDC because the first claim got rejected. They told me that I had to H-route the claim esp. if they were travelers. Why????...
Warranty Briefs: Warranty Battery Replacements - 06/27/2023
While the physical task of replacing a battery is straightforward, submitting a transaction for warranty reimbursement is (arguably) a more involved process The EL-50313 Midtronics GR8 Battery Tester or the EL-52800 Diagnostic Charge Battery Station...
Technician Accounting of Labor Time - 01/24/2024
... of GM's Labor Time Guide, Other Labor Hours When state statutes permit, the dealer may seek reimbursement using time from a third-party time guide. In these cases, the dealer must submit a copy of the applicable published time from the third-party time...
Cadillac Maintenance - 06/15/2023
... GM maintenance plans require documentation of the percent of oil life remaining on the job card. Customers should be informed that the complimentary services provided with the plan must be performed at a participating Cadillac dealership. Coverage stays...
Chevrolet Buick GMC CPO Maintenance Program - 08/05/2022
... be accounted for internally. The program is great for building GM brand loyalty while increasing customer retention within the service department. ...
CBG CPO Warranty Coverge - 04/13/2022
... frequency is still based on the Oil Life Monitoring System (OLM); however, for convenience, the customer may have their oil changed regardless of the percent remaining if they are due for a tire rotation. Tire rotations are recommended at 7,500 miles. Additionally,...
Warranty Coverage - 08/04/2021
... that are used as gaskets and prescribed by a service manual procedure or bulletin are eligible for reimbursement. Wheel alignments and wheel balancing are covered up to 7,500 miles. Wheel alignments may not be performed on a vehicle with less than 500...
Warranty On Stock Used Vehicles - 09/20/2021
... by service management for stock units. The service manager signature is still required where the customer typically signs the job card at the time of write up. It is very important to understand that this policy does not permit reconditioning a used...
New Cadillac CPO Limited Warranty - 10/01/2020
... 28, 2017. Always confirm vehicle eligibility in IVH prior to work being performed and ensure your customer is aware of non-warrantable repairs. ...
Perforation Corrosion Repairs - 08/25/2020
... time, regardless of what or how something was repaired, goes in base time. Finally, many customers may incorrectly assume that any rust on their vehicle should be covered under the longer rust-through warranty. It may help to print out the page in the...
Warranty Briefs: Error 834 - 09/11/2018
... after addressing some necessary repairs, you get the dreaded Error 834. Ugh. A potential customer takes a vehicle out on a test drive and noticed the navigation system was not fully operational. The vehicle was taken to the service department and the...
Warranty Briefs: Air Conditioning - 12/08/2017
... supplies and are therefore intended to be reimbursed on a warranty transaction or recovered on a customer pay job card. The Special Service Tool that is used in the installation of the consumable part is not reimbursable under warranty. A complete list...
Diesel Exhaust Fluid - 08/15/2017
... fluid added during PDI on 2017 and newer vehicles with eligible diesel engine codes. The maximum reimbursement is up to 2.5 gallons of DEF (10 quarts). The actual number of quarts of DEF fluid added to the vehicle A couple more things to keep in mind Only...
NPF ops - 10/22/2007
... problems here. Some more info may be helpful in solving this case. List the make, model, VIN, the customers complaint and what the tech found. Problem #1 - LD comes back saying the op isn't listed for the vehicle. Did you build the vehicle in the LTG...
What Would You Do? 04/08 - 04/21/2008
A customer with a 2007 Chrysler 300 had a concern with the operation of their driver side power seat mechanism. The seat would not move in the forward direction. The technician diagnosed the concern to an open in the wiring under the driver seat. In...
Re: Taking a Poll - 08/20/2008
... Full Time 11) Female 12) Whatever is needed....Answer phones, Service Advisor, Cashier, Customer Follow-up, Filing, Technician Pay... 13) No 14) Salary...
Re: Taking a Poll - 08/20/2008
... responsibilities are overseeing cashiering,svc and bodyshop payroll,extended warranty processing, customer follow up, special order parts handling, rental and tow payables, I am in charge of all reminder mailings and follow up for maintenance,recalls,etc,...
About Two Hours - 03/04/2009
... the services she wanted done to her car and then asked how long the repairs would take. I told the customer it would be about two hours. She handed me her keys and said, "I will go shopping for a few hours." Then she walked out of the dealership. It...
Re: GWM -VS- GSA COURTESY DELIVERY PROGRAM - 04/27/2010
... on the form. -Agency receiving vehicle -Date of delivery (mo. & yr.) -Warranty (same as retail customer) -Purchase order number -Contract number NOTE: Service Agent-bid GSA vehicles are not eligible for the additional administrative time or the...
Re: Taking a Poll - 04/12/2010
... in the dealership? If so, what are they? Yes, Service Cashier, some accounting, A/R, filing (ugh), customer follow up calls and letters. 13. Ever attended a J&L Warranty Training class? No...
Reimbursement for the installation of dealer installed, factory invoiced options is not part of the PDI auto pay process. A transaction must be submitted using labor operation 0590032. Many service agents miss out on a great deal of additional warranty...
WPC Parts Return program - 03/09/2022
... quality, benefiting everyone from part suppliers to service agents, but more importantly the customers who choose to buy GM vehicles. Anyone involved with this business for any length of time has seen firsthand the quality improvements made from the...
Empowerment - 08/05/2022
GM provides service agents with the ability to make case by case empowerment decisions on behalf of the customer to ensure that they are satisfied remain loyal to their vehicle brand, and to the dealership. Standards and guidelines have been put in place...
Warranty Resource Center - 04/29/2022
... Tools Document link to find those helpful job aids and many more. Looking for the appropriate reimbursement for a Chevrolet Scheduled Maintenance service on a 2022 Chevrolet Silverado with a 5.3L engine? Go to the Programs and Claims Submission tile,...
Forum - 09/19/2007
... time clocked or there's nothing stating what might be wrong, and therefore could be any number of customer concern labor ops, I'll 0 it out and not submit it. I may not also if I feel it may come back again with the problems, as submitting it will, in...
Gray Market - 09/19/2007
I am a newbie to doing warranty so I hope this is not a stupid question. I have resently had 2 Canadian customer I had to call BDC because the first claim got rejected. They told me that I had to H-route the claim esp. if they were travelers. Why????...
Warranty Briefs: Warranty Battery Replacements - 06/27/2023
While the physical task of replacing a battery is straightforward, submitting a transaction for warranty reimbursement is (arguably) a more involved process The EL-50313 Midtronics GR8 Battery Tester or the EL-52800 Diagnostic Charge Battery Station...
Technician Accounting of Labor Time - 01/24/2024
... of GM's Labor Time Guide, Other Labor Hours When state statutes permit, the dealer may seek reimbursement using time from a third-party time guide. In these cases, the dealer must submit a copy of the applicable published time from the third-party time...
Cadillac Maintenance - 06/15/2023
... GM maintenance plans require documentation of the percent of oil life remaining on the job card. Customers should be informed that the complimentary services provided with the plan must be performed at a participating Cadillac dealership. Coverage stays...
Chevrolet Buick GMC CPO Maintenance Program - 08/05/2022
... be accounted for internally. The program is great for building GM brand loyalty while increasing customer retention within the service department. ...
CBG CPO Warranty Coverge - 04/13/2022
... frequency is still based on the Oil Life Monitoring System (OLM); however, for convenience, the customer may have their oil changed regardless of the percent remaining if they are due for a tire rotation. Tire rotations are recommended at 7,500 miles. Additionally,...
Warranty Coverage - 08/04/2021
... that are used as gaskets and prescribed by a service manual procedure or bulletin are eligible for reimbursement. Wheel alignments and wheel balancing are covered up to 7,500 miles. Wheel alignments may not be performed on a vehicle with less than 500...
Warranty On Stock Used Vehicles - 09/20/2021
... by service management for stock units. The service manager signature is still required where the customer typically signs the job card at the time of write up. It is very important to understand that this policy does not permit reconditioning a used...
New Cadillac CPO Limited Warranty - 10/01/2020
... 28, 2017. Always confirm vehicle eligibility in IVH prior to work being performed and ensure your customer is aware of non-warrantable repairs. ...
Perforation Corrosion Repairs - 08/25/2020
... time, regardless of what or how something was repaired, goes in base time. Finally, many customers may incorrectly assume that any rust on their vehicle should be covered under the longer rust-through warranty. It may help to print out the page in the...
Warranty Briefs: Error 834 - 09/11/2018
... after addressing some necessary repairs, you get the dreaded Error 834. Ugh. A potential customer takes a vehicle out on a test drive and noticed the navigation system was not fully operational. The vehicle was taken to the service department and the...
Warranty Briefs: Air Conditioning - 12/08/2017
... supplies and are therefore intended to be reimbursed on a warranty transaction or recovered on a customer pay job card. The Special Service Tool that is used in the installation of the consumable part is not reimbursable under warranty. A complete list...
Diesel Exhaust Fluid - 08/15/2017
... fluid added during PDI on 2017 and newer vehicles with eligible diesel engine codes. The maximum reimbursement is up to 2.5 gallons of DEF (10 quarts). The actual number of quarts of DEF fluid added to the vehicle A couple more things to keep in mind Only...
NPF ops - 10/22/2007
... problems here. Some more info may be helpful in solving this case. List the make, model, VIN, the customers complaint and what the tech found. Problem #1 - LD comes back saying the op isn't listed for the vehicle. Did you build the vehicle in the LTG...
What Would You Do? 04/08 - 04/21/2008
A customer with a 2007 Chrysler 300 had a concern with the operation of their driver side power seat mechanism. The seat would not move in the forward direction. The technician diagnosed the concern to an open in the wiring under the driver seat. In...
Re: Taking a Poll - 08/20/2008
... Full Time 11) Female 12) Whatever is needed....Answer phones, Service Advisor, Cashier, Customer Follow-up, Filing, Technician Pay... 13) No 14) Salary...
Re: Taking a Poll - 08/20/2008
... responsibilities are overseeing cashiering,svc and bodyshop payroll,extended warranty processing, customer follow up, special order parts handling, rental and tow payables, I am in charge of all reminder mailings and follow up for maintenance,recalls,etc,...
About Two Hours - 03/04/2009
... the services she wanted done to her car and then asked how long the repairs would take. I told the customer it would be about two hours. She handed me her keys and said, "I will go shopping for a few hours." Then she walked out of the dealership. It...
Re: GWM -VS- GSA COURTESY DELIVERY PROGRAM - 04/27/2010
... on the form. -Agency receiving vehicle -Date of delivery (mo. & yr.) -Warranty (same as retail customer) -Purchase order number -Contract number NOTE: Service Agent-bid GSA vehicles are not eligible for the additional administrative time or the...
Re: Taking a Poll - 04/12/2010
... in the dealership? If so, what are they? Yes, Service Cashier, some accounting, A/R, filing (ugh), customer follow up calls and letters. 13. Ever attended a J&L Warranty Training class? No...
Re: Taking a Poll - 04/13/2010
... to be done at the time.....I step up and do it...everything from cleaning...shuttle driving...customer assistance...paperwork....cashiering..accounts receivable...you name it..ive probably done it... 13.I attended one in February..i believe...learned...
Re: sirius xm - 10/27/2009
Wow. Lucky you. I would agree that sirius is aftermarket since the customer removed the factory installed xm radio. Also, refer to P&P 1.2.2.2 - Damage Due to Accidents, Misuse, or Alterations which specifically states: The New Vehicle Limited Warranty...
Re: Quick Tip from Aug 2008 about Engine Dye question - 08/12/2009
... be closed (typically as an internal repair) when the vehicle leaves the dealership. When the customer returns to the dealership for repair of the leak, open a new repair order (with current mileage) to account for the repair time, including diagnosis....
Re: GM Radio Upgrade ? - 11/19/2010
... > Introduction > Dealer Installed GM Accessories. Warranty Operations General Motors Customer Care and Aftersales ~~~~~~~~~~~~~~~~ Does this help?...
Re: Parts purchased locally. global pays less. - 10/29/2010
... When entering a part that was obtained from another local dealer, to resolve an issue with a customer's vehicle within the warranty period, the "Service Agent Trade" box should be checked on the part line. The price paid for that part to the other...
Re: What constitutes tampering? - 01/06/2011
... Warranty. Hope this helps. [/quote] That is the one we printed off to give to the customer to back us up, but we were hoping to find something that specifically related to catalytic convertters OR exhaust systems. Thanks for your help! Much...
Re: Warranty on vehicle for sale - 05/20/2011
... Transaction) refers to improving the vehicle's condition and value prior to its sale to a customer. This involves repair or replacement of wear and tear and maintenance items, damage to the vehicle or any other non-warrantable failure. Under no circumstances...
Re: Would you submit this as warranty? - 04/26/2011
... is a option in this op code for seat repair with sublet code S2. I also I think I would use the customer enthusiasm....
Re: Service Call - 11/21/2011
... consult your Service Agent/Retailer. The Roadside Assistance contact information is listed in the Customer Assistance Offices section of the Warranty and Owner Assistance Information booklet....
Re: 2009 Chev Aveo - 03/23/2012
... needs to document cause of failure. That would determine how to submit (i.e.- basic warranty or customer enthusiasm)....
What Would You Do - 02/14 - 01/28/2014
On November 12, 2013, a customer visited their local Chevrolet dealership with several significant concerns relating to their 2013 Chevrolet Cruze. The first concern was the lack of heat and overheating. The technician confirmed both issues and replaced...
Re: What Would You Do - 04/15 - 04/14/2015
... new transmission to correct the concern. While the vehicle was being diagnosed and repaired, the customer was placed in a rental vehicle in order to return to his home state and to work. DMA approval was obtained for a rental that would exceed six...
What Would You Do - 04/15 - 03/26/2015
... new transmission to correct the concern. While the vehicle was being diagnosed and repaired, the customer was placed in a rental vehicle in order to return to his home state and to work. DMA approval was obtained for a rental that would exceed six...
What Would You Do - 10/15 - 10/02/2015
... condition on the bottom of both rear doors and the driver side front door. After reviewing the customer's concern, the technician found bulletin 02-08-98-002, Hem Flange Rust Repair for 2014 model year vehicles and prior. The bulletin states in the...
Forum - 04/25/2018
... AC Delco warranty replacements, the Delco distributor exchanges the battery which we bill at $0. Customer pays labor on any Delco battery replacements (usually the promotional $24) The replacement term is based on the original purchase of the battery,...
Forum - 02/14/2018
... time is necessary in the following scenarios: Transactions with Other Labor Hours With any customer concerns added to the job card (add ons) after the initial job card write up As ewill3rd mentioned in the previous post technicians must follow strategy...
Forum - 06/05/2017
... that are not included in GWM warranty analytics reporting are excluded (Example exclusions: Customer Enthusiasm, Policy and Recalls,Goodwill Labor Operations)." Global Warranty Management User Manual: Article 6.4.2 Service Agent Summary Page....
Re: Android Auto update - 04/22/2016
... 0.4 in base time, op code from the bulletin for whichever GM brand of vehicle)GM states that these customers should be getting a mail notice that they are eligible to have the update performed and should return to the dealer. I do understand from our...
Re: DEALERTRACK - 06/22/2016
... to wait. In case you don't know how, here you go my friend... 1. tabs at top of R.O., click on Customer info. 2. Option box in the middle of the page /click on the down arrow. 3. click on service contract. 4. add 5. should be a list of service contracts...
Forum - 02/02/2017
... note: the vehicle must be registered in a qualifying state at the time of the part failure for the customer to be eligible for the warranty - if the vehicle is no longer registered in a qualifying state, emissions reverts back to Federal. I see that...
Forum - 02/09/2017
Please see below message from GM with clarifications: Yesterday GM released Customer Satisfaction Bulletin 17019: Stochastic Pre-Ignition (SPI) Causing Cracked Piston. Below are a few important clarifications: Warranty Information Both the oil and...
Forum - 11/15/2022
... scenario that came to mind when you use the term "discrepancy" is the issue that arises when your customer has OnStar and your advisor does not identify the correct current odometer. If OnStar mileage does not match your RO odometer you will get a rejection...
Forum - 08/11/2022
... would have had my SM do this as a 2 line transaction with 2 separate failures related to a single customer concern with proper punch times Doing it this way would require a related repair authorization because these would be in the same opcode group The...
Forum - 02/14/2022
... to the failure of the others, you could do an add line for the second bank related to the customer's original concern and submit base and add times without OLH for the 2nd bank but this would require a related/repeat repair authorization.  ...
Forum - 05/06/2021
... these guys can't read and they want to make GM pay all day for everything. As an example I had a customer come in the other day with an Equinox that has a P0420 indicating a bad catalyst. There is a special coverage that basically says if the car has...
... to be done at the time.....I step up and do it...everything from cleaning...shuttle driving...customer assistance...paperwork....cashiering..accounts receivable...you name it..ive probably done it... 13.I attended one in February..i believe...learned...
Re: sirius xm - 10/27/2009
Wow. Lucky you. I would agree that sirius is aftermarket since the customer removed the factory installed xm radio. Also, refer to P&P 1.2.2.2 - Damage Due to Accidents, Misuse, or Alterations which specifically states: The New Vehicle Limited Warranty...
Re: Quick Tip from Aug 2008 about Engine Dye question - 08/12/2009
... be closed (typically as an internal repair) when the vehicle leaves the dealership. When the customer returns to the dealership for repair of the leak, open a new repair order (with current mileage) to account for the repair time, including diagnosis....
Re: GM Radio Upgrade ? - 11/19/2010
... > Introduction > Dealer Installed GM Accessories. Warranty Operations General Motors Customer Care and Aftersales ~~~~~~~~~~~~~~~~ Does this help?...
Re: Parts purchased locally. global pays less. - 10/29/2010
... When entering a part that was obtained from another local dealer, to resolve an issue with a customer's vehicle within the warranty period, the "Service Agent Trade" box should be checked on the part line. The price paid for that part to the other...
Re: What constitutes tampering? - 01/06/2011
... Warranty. Hope this helps. [/quote] That is the one we printed off to give to the customer to back us up, but we were hoping to find something that specifically related to catalytic convertters OR exhaust systems. Thanks for your help! Much...
Re: Warranty on vehicle for sale - 05/20/2011
... Transaction) refers to improving the vehicle's condition and value prior to its sale to a customer. This involves repair or replacement of wear and tear and maintenance items, damage to the vehicle or any other non-warrantable failure. Under no circumstances...
Re: Would you submit this as warranty? - 04/26/2011
... is a option in this op code for seat repair with sublet code S2. I also I think I would use the customer enthusiasm....
Re: Service Call - 11/21/2011
... consult your Service Agent/Retailer. The Roadside Assistance contact information is listed in the Customer Assistance Offices section of the Warranty and Owner Assistance Information booklet....
Re: 2009 Chev Aveo - 03/23/2012
... needs to document cause of failure. That would determine how to submit (i.e.- basic warranty or customer enthusiasm)....
What Would You Do - 02/14 - 01/28/2014
On November 12, 2013, a customer visited their local Chevrolet dealership with several significant concerns relating to their 2013 Chevrolet Cruze. The first concern was the lack of heat and overheating. The technician confirmed both issues and replaced...
Re: What Would You Do - 04/15 - 04/14/2015
... new transmission to correct the concern. While the vehicle was being diagnosed and repaired, the customer was placed in a rental vehicle in order to return to his home state and to work. DMA approval was obtained for a rental that would exceed six...
What Would You Do - 04/15 - 03/26/2015
... new transmission to correct the concern. While the vehicle was being diagnosed and repaired, the customer was placed in a rental vehicle in order to return to his home state and to work. DMA approval was obtained for a rental that would exceed six...
What Would You Do - 10/15 - 10/02/2015
... condition on the bottom of both rear doors and the driver side front door. After reviewing the customer's concern, the technician found bulletin 02-08-98-002, Hem Flange Rust Repair for 2014 model year vehicles and prior. The bulletin states in the...
Forum - 04/25/2018
... AC Delco warranty replacements, the Delco distributor exchanges the battery which we bill at $0. Customer pays labor on any Delco battery replacements (usually the promotional $24) The replacement term is based on the original purchase of the battery,...
Forum - 02/14/2018
... time is necessary in the following scenarios: Transactions with Other Labor Hours With any customer concerns added to the job card (add ons) after the initial job card write up As ewill3rd mentioned in the previous post technicians must follow strategy...
Forum - 06/05/2017
... that are not included in GWM warranty analytics reporting are excluded (Example exclusions: Customer Enthusiasm, Policy and Recalls,Goodwill Labor Operations)." Global Warranty Management User Manual: Article 6.4.2 Service Agent Summary Page....
Re: Android Auto update - 04/22/2016
... 0.4 in base time, op code from the bulletin for whichever GM brand of vehicle)GM states that these customers should be getting a mail notice that they are eligible to have the update performed and should return to the dealer. I do understand from our...
Re: DEALERTRACK - 06/22/2016
... to wait. In case you don't know how, here you go my friend... 1. tabs at top of R.O., click on Customer info. 2. Option box in the middle of the page /click on the down arrow. 3. click on service contract. 4. add 5. should be a list of service contracts...
Forum - 02/02/2017
... note: the vehicle must be registered in a qualifying state at the time of the part failure for the customer to be eligible for the warranty - if the vehicle is no longer registered in a qualifying state, emissions reverts back to Federal. I see that...
Forum - 02/09/2017
Please see below message from GM with clarifications: Yesterday GM released Customer Satisfaction Bulletin 17019: Stochastic Pre-Ignition (SPI) Causing Cracked Piston. Below are a few important clarifications: Warranty Information Both the oil and...
Forum - 11/15/2022
... scenario that came to mind when you use the term "discrepancy" is the issue that arises when your customer has OnStar and your advisor does not identify the correct current odometer. If OnStar mileage does not match your RO odometer you will get a rejection...
Forum - 08/11/2022
... would have had my SM do this as a 2 line transaction with 2 separate failures related to a single customer concern with proper punch times Doing it this way would require a related repair authorization because these would be in the same opcode group The...
Forum - 02/14/2022
... to the failure of the others, you could do an add line for the second bank related to the customer's original concern and submit base and add times without OLH for the 2nd bank but this would require a related/repeat repair authorization.  ...
Forum - 05/06/2021
... these guys can't read and they want to make GM pay all day for everything. As an example I had a customer come in the other day with an Equinox that has a P0420 indicating a bad catalyst. There is a special coverage that basically says if the car has...
Forum - 06/17/2021
Okay, I don't want you to think all my guys are knuckle draggers. "TEST DROVE VEHICLE AND VERIFIED CUSTOMER CONCERN, CHECKED FOR CODES AND FOUND A P2723, DURING TEST DRIVE VERIFIED NO REVERSE, DELAYED SHIFT FROM 2-3, 3-4,AND 4TH INTO 5TH, FLUID CONDITION...
Forum - 06/02/2021
... them by VIN. My morons...er service advisors don't have the intelligence to explain to these customers that they should come in when the oil life is low, not at 1,000 miles. The other day one of my advisors just did the oil change because we didn't...
Forum - 09/20/2018
... (IVH), the vehicle MUST be registered in a qualifying state at the time of part failure for the customer to be eligible for the warranty shown. If the vehicle is no longer registered in a qualifying state, emissions component coverage will revert back...
Forum - 09/20/2018
... (IVH), the vehicle MUST be registered in a qualifying state at the time of part failure for the customer to be eligible for the warranty shown. If the vehicle is no longer registered in a qualifying state, emissions component coverage will revert back...
Forum - 03/08/2019
Our process is as follows: When the customer is put in the vehicle two copies of the contract are printed. One for the client and one is attached to the job card. When the vehicle is returned the advisor checks in the vehicle and I use OnTrac to print...
Forum - 12/18/2018
... maintenance to include an oil change, tire rotation and multi-point vehicle inspection. The customer (at time of vehicle delivery) will be given the option to purchase Optional Chevrolet Extended Maintenance (checked...
Forum - 02/07/2020
... it cannot be approved for the ZREG block on the IVH report. The only exception MIGHT be if the customer previously purchased a manifold/converter AFTER the salvage title was issued and it fell within guidelines for parts warranty coverage. PS, E code...
Forum - 07/15/2019
... "Technician(s) must document on the shop copy of the job card the steps taken to correct the customer’s concern in detail." According to an on-site auditor from another manufacturer (not GM) who shall remain nameless, and whose Assurance...
Forum - 05/31/2019
... posted times include strategy-based diag, meaning it's routine diagnosis. For example if the customer states a battery has to be jump started, part of strategy-based diagnosis is obviously connecting a battery charger to test the battery first. ...
Minimizing Rejected Transactions - 03/23/2023
... claims, is now up to $3,000.00. Keep in mind with policy repairs, it is the total of both the customer/dealer participation and GM participation that makes up the $3,000.00. Any transactions over $3,000.00 will need to be GM Authorized. A copy of the...
Alternative Options - 01/24/2023
... before any work can be performed by the technician. A job card that is missing the customer’s signature must be signed off by the manager before work can begin. As a reminder, this approval must be written approval containing a signature...
CPO Chevrolet Buick GMC Program - 08/22/2022
... New Vehicle Warranty should be completed during the certification process. Reconditioning, Customer Enthusiasm, and Policy adjustments are not allowed in the certification process or on any dealer stock vehicle. Service management approval is required...
Preventing Battery Debits - 07/27/2022
... are covered under the Bumper-to-Bumper Warranty. Once the Bumper-to-Bumper Warranty expires, the customer is responsible for battery replacements. A policy repair on a battery is not allowed. Battery replacements installed under the Bumper-to-Bumper...
Dongle Devices - 11/22/2022
... those values. If an essential data point is blank (e.g., VIN, mileage, etc.), contact the Techline Customer Support Center at (888) 337-1010 and select prompt 3, then prompt 1, then prompt 6. Due to rounding difference between the vehicle and the SAVI...
Reject of the Month - December 2022 - 11/21/2022
... the steering wheel, bolt, labor to install the new steering wheel and an 8-day rental charge. The customer was placed in the rental on 10/6/2022 through 10/14/2022. The additional components, caused by the stripped bolt (column and steering covers),...
Reject of the Month - February 2022 - 01/27/2022
Error 66: Labor Code X is restricted and Requires GM Authorization A customer visited their local dealership with a concern of the brakes squealing and grinding after the vehicle sat overnight. The technician noted that the cause of the condition may...
Warranty Analysis - 01/04/2022
... from the analysis are expenses that are not included in warranty analytics reporting including Customer Enthusiasm, Policy, Recalls, and Goodwill. Additionally, labor expenses are adjusted to National average labor rates and parts expenses are adjusted...
January 2022 Recall Update - 01/04/2022
... are covered for 10/120,000 and 15/150,000 for all other model year vehicles in the population. Customer Satisfaction Recall N212340734 Fuel Economy Incorrectly Noted on Monroney Label: Approximately 8,161 vehicles are included in the recall population....
What can you learn from a warranty transaction? - 01/04/2022
... service department (i.e. overuse of OLH or diagnostic time or placing every customer in a rental vehicle). If the trends aren’t effectively managed, it may result in entry into an observation period. Incorrect labor operation application, repetitive...
Transmission Repair Clock Time - 01/27/2022
... Clock Time - The first clock time for any repair is typically diagnosis time. If a customer’s concern can’t be seen or heard, diagnostic procedures are often required to determine the cause of failure. As you can see in the labor operation...
Parts and Accessories Warranty - 03/28/2022
... miles. GM parts sold over the counter are covered for 24 months from the date of original customer purchase (parts only). Subsequent replacements under this warranty will still be covered with the remaining terms based on the date of the original...
Reject of the Month - August 2022 - 07/27/2022
... no crank condition on a 2020 Chevrolet Impala with approximately 20,933 miles. Additionally, the customer noted that there were many different warnings on the dash, including the service side detection, power steering reduced, ABS light, traction control,...
Updates to the Service Policies & Procedures Manual - 07/27/2022
... vehicle comes with a limited warranty, including benefits, support, and service throughout the customer’s ownership lifetime. The warranty under CarBravo includes a 6 month or 6,000 mile bumper-to-bumper limited warranty. If the vehicle has remaining...
Reject of the Month - July 2022 - 06/20/2022
... is being attached to the transaction review it for policy compliance prior to submission (e.g. customer signature or compliant management authorization, service management authorization, time documentation, etc). Additionally, when naming attached files,...
Supporting Documentation - 01/29/2024
... GR8 (or other GM approved equipment) battery warranty code and Test Report Printout Alternative customer signature document Courtesy transportation rental agreements and receipts for taxi, bus, fuel, etc. Invoices for all GM parts purchases and for CSO-3...
Okay, I don't want you to think all my guys are knuckle draggers. "TEST DROVE VEHICLE AND VERIFIED CUSTOMER CONCERN, CHECKED FOR CODES AND FOUND A P2723, DURING TEST DRIVE VERIFIED NO REVERSE, DELAYED SHIFT FROM 2-3, 3-4,AND 4TH INTO 5TH, FLUID CONDITION...
Forum - 06/02/2021
... them by VIN. My morons...er service advisors don't have the intelligence to explain to these customers that they should come in when the oil life is low, not at 1,000 miles. The other day one of my advisors just did the oil change because we didn't...
Forum - 09/20/2018
... (IVH), the vehicle MUST be registered in a qualifying state at the time of part failure for the customer to be eligible for the warranty shown. If the vehicle is no longer registered in a qualifying state, emissions component coverage will revert back...
Forum - 09/20/2018
... (IVH), the vehicle MUST be registered in a qualifying state at the time of part failure for the customer to be eligible for the warranty shown. If the vehicle is no longer registered in a qualifying state, emissions component coverage will revert back...
Forum - 03/08/2019
Our process is as follows: When the customer is put in the vehicle two copies of the contract are printed. One for the client and one is attached to the job card. When the vehicle is returned the advisor checks in the vehicle and I use OnTrac to print...
Forum - 12/18/2018
... maintenance to include an oil change, tire rotation and multi-point vehicle inspection. The customer (at time of vehicle delivery) will be given the option to purchase Optional Chevrolet Extended Maintenance (checked...
Forum - 02/07/2020
... it cannot be approved for the ZREG block on the IVH report. The only exception MIGHT be if the customer previously purchased a manifold/converter AFTER the salvage title was issued and it fell within guidelines for parts warranty coverage. PS, E code...
Forum - 07/15/2019
... "Technician(s) must document on the shop copy of the job card the steps taken to correct the customer’s concern in detail." According to an on-site auditor from another manufacturer (not GM) who shall remain nameless, and whose Assurance...
Forum - 05/31/2019
... posted times include strategy-based diag, meaning it's routine diagnosis. For example if the customer states a battery has to be jump started, part of strategy-based diagnosis is obviously connecting a battery charger to test the battery first. ...
Minimizing Rejected Transactions - 03/23/2023
... claims, is now up to $3,000.00. Keep in mind with policy repairs, it is the total of both the customer/dealer participation and GM participation that makes up the $3,000.00. Any transactions over $3,000.00 will need to be GM Authorized. A copy of the...
Alternative Options - 01/24/2023
... before any work can be performed by the technician. A job card that is missing the customer’s signature must be signed off by the manager before work can begin. As a reminder, this approval must be written approval containing a signature...
CPO Chevrolet Buick GMC Program - 08/22/2022
... New Vehicle Warranty should be completed during the certification process. Reconditioning, Customer Enthusiasm, and Policy adjustments are not allowed in the certification process or on any dealer stock vehicle. Service management approval is required...
Preventing Battery Debits - 07/27/2022
... are covered under the Bumper-to-Bumper Warranty. Once the Bumper-to-Bumper Warranty expires, the customer is responsible for battery replacements. A policy repair on a battery is not allowed. Battery replacements installed under the Bumper-to-Bumper...
Dongle Devices - 11/22/2022
... those values. If an essential data point is blank (e.g., VIN, mileage, etc.), contact the Techline Customer Support Center at (888) 337-1010 and select prompt 3, then prompt 1, then prompt 6. Due to rounding difference between the vehicle and the SAVI...
Reject of the Month - December 2022 - 11/21/2022
... the steering wheel, bolt, labor to install the new steering wheel and an 8-day rental charge. The customer was placed in the rental on 10/6/2022 through 10/14/2022. The additional components, caused by the stripped bolt (column and steering covers),...
Reject of the Month - February 2022 - 01/27/2022
Error 66: Labor Code X is restricted and Requires GM Authorization A customer visited their local dealership with a concern of the brakes squealing and grinding after the vehicle sat overnight. The technician noted that the cause of the condition may...
Warranty Analysis - 01/04/2022
... from the analysis are expenses that are not included in warranty analytics reporting including Customer Enthusiasm, Policy, Recalls, and Goodwill. Additionally, labor expenses are adjusted to National average labor rates and parts expenses are adjusted...
January 2022 Recall Update - 01/04/2022
... are covered for 10/120,000 and 15/150,000 for all other model year vehicles in the population. Customer Satisfaction Recall N212340734 Fuel Economy Incorrectly Noted on Monroney Label: Approximately 8,161 vehicles are included in the recall population....
What can you learn from a warranty transaction? - 01/04/2022
... service department (i.e. overuse of OLH or diagnostic time or placing every customer in a rental vehicle). If the trends aren’t effectively managed, it may result in entry into an observation period. Incorrect labor operation application, repetitive...
Transmission Repair Clock Time - 01/27/2022
... Clock Time - The first clock time for any repair is typically diagnosis time. If a customer’s concern can’t be seen or heard, diagnostic procedures are often required to determine the cause of failure. As you can see in the labor operation...
Parts and Accessories Warranty - 03/28/2022
... miles. GM parts sold over the counter are covered for 24 months from the date of original customer purchase (parts only). Subsequent replacements under this warranty will still be covered with the remaining terms based on the date of the original...
Reject of the Month - August 2022 - 07/27/2022
... no crank condition on a 2020 Chevrolet Impala with approximately 20,933 miles. Additionally, the customer noted that there were many different warnings on the dash, including the service side detection, power steering reduced, ABS light, traction control,...
Updates to the Service Policies & Procedures Manual - 07/27/2022
... vehicle comes with a limited warranty, including benefits, support, and service throughout the customer’s ownership lifetime. The warranty under CarBravo includes a 6 month or 6,000 mile bumper-to-bumper limited warranty. If the vehicle has remaining...
Reject of the Month - July 2022 - 06/20/2022
... is being attached to the transaction review it for policy compliance prior to submission (e.g. customer signature or compliant management authorization, service management authorization, time documentation, etc). Additionally, when naming attached files,...
Supporting Documentation - 01/29/2024
... GR8 (or other GM approved equipment) battery warranty code and Test Report Printout Alternative customer signature document Courtesy transportation rental agreements and receipts for taxi, bus, fuel, etc. Invoices for all GM parts purchases and for CSO-3...
Warranty Repairs with Limited Coverage Based on Time or Mileage - 01/29/2024
... with mileage greater than 7,500. Brake pads are considered a wear item, which falls under the customer’s responsibility as it is considered maintenance at that point. If you encounter a situation where the brake pads are truly defective, the transaction...
Forum - 01/26/2024
... and they do the service regen and they don't see an issue then it is a maintenance problem on the customer's part and they are responsible for any and all charges. There are instructions in the owners manual how to maintain and operate the vehicle. If...
Forum - 01/24/2024
... only is being replaced, when replacing a component under Policy, or when replacing a component for Customer Enthusiasm. ...
Technician Documentation Requirements - 08/29/2023
... contain a brief description of steps taken by the technician to determine the root cause of the customers concern and must support the repair performed. The cause of failure must also be supported by codes, serial numbers, and other documentation that...
Technician Documentation Requirements - 08/29/2023
... contain a brief description of steps taken by the technician to determine the root cause of the customers concern and must support the repair performed. The cause of failure must also be supported by codes, serial numbers, and other documentation that...
Pre-Repair Authorization - 08/29/2023
... or replacing a sub-component, replacing a component as Policy, replacing a component as Customer Enthusiasm, replacing a component due to transportation damage, or as part of an over-the-counter part warranty (ZPTC) transactions. Only regular warranty...
Start the Year Off Strong - 12/26/2023
... there may be error code(s) that can be addressed at the dealer level, for example error code 157: customer complaint code used is not valid with the labor operation, which should be addressed prior to submitting with GM Authorization. Attach all required...
Guidelines for Wheel Alignments - 10/25/2023
... characteristics, or possible vibration would be apparent early in the life of the vehicle. Customers are expected to bring these conditions to the attention of the dealership. For owners who present their vehicles prior to 7,500 that need a front-end...
Warranty Administrator Tips - 10/25/2023
... or documented otherwise on the job card. If there was a pre-approval to replace the assembly for customer satisfaction, no root cause is found, or there is a part availability issue, the approved pre-approval form is attached. If there is a bulletin...
Warranty Blocks and Branded Titles - 05/23/2023
... authorization will be required. Occasionally, states make errors in branding vehicle titles. If a customer believes their title has been branded in error or wishes to challenge the branded title for any other reason, they must contact the branding State....
Accessory Catalog Offerings - 06/26/2023
... must be submitted to start that warranty. Since accessories that are added later are either a customer pay or an internal transaction, they don’t always make it to the warranty administrator to submit a transaction and add the warranty. It...
The Cause of Failure - 06/26/2023
... contain a brief description of steps taken by the technician to determine the root cause of the customer’s concern and must support the repair performed. In other words, the technician determined a specific repair was needed but how did they get...
Transportation Transactions - 07/25/2023
... parts which are used in the performance of the sublet repair. Sublet invoices must contain the customers VIN, date of repair, and a complete description of repairs performed, as well as the sublet establishment’s business name, address, and contact...
Reject of the Month - August 2023 - 07/25/2023
A 2021 GMC Acadia was brought into the dealership service department for an inspection of the front grille. The customer indicated that the chrome was peeling. The technician confirmed that the chrome was peeling and replaced the necessary components...
Claim Pre-Approval Request Form - 01/21/2019
... incidental expenses > $500, Crossline policy related, Non-GM part, and Assembly replacement for customer satisfaction. To request claim pre-approval, one or more of the check boxes must be selected. Based on the dealer’s selection(s),...
Warranty Job Cards and In-Service Dates - 02/21/2019
... name (or operator) and contact information Service Advisor ID (name or code) Customer authorization to perform repairs (refer to Article 3.2.3 for details) Every time a warranty job card is created by a service advisor, the actual in-service date of...
Reject of the Month - Error code 067, 068, 072 - 02/21/2019
... signature, date, time, and approval explanation, as shown on the job card that also shows the customer’s signature, is also required. Error Code 067 - Part 12345 is not a compatible part for labor code 1234567 occurs when an incompatible...
Warranty Claim Code - 12/19/2018
... spaces). The WCC should be documented on the repair order as evidence of programming with customer pay service programming events. As a best practice, print a copy of the Programming Complete screen and maintain it with the job card. At this...
Reject of the Month - Error code 903 - 11/29/2018
... to flush and drain the transmission fluid and replace the transmission filter. Once complete the customer was advised to drive the vehicle for up to 200 miles with a minimum of two cold to hot drive cycles to confirm that fluid flush corrected the condition. The...
Reject of the Month - June 2019 - 05/29/2019
... part warranty, and the transaction was submitted with Transaction Type ZPTI, with parts only. The customer paid for the labor associated with the repair. Since it was necessary to submit the transaction with GM Authorization for review, the claim...
Chassis Parts and Lifetime Warranty - 06/26/2019
... tab. These charts are a great tool for your service advisors to be able to explain to your customers what the warranty is on the repair they just paid for. One states the warranty for parts installed from January 1st, 2013 – March 31st, 2018, and...
Vehicle History Files - 09/24/2019
A vehicle history file that contains all service events including, warranty, transportation claim, pre-delivery, customer pay, internal, and body shop repair job cards, is a requirement spelled out in the Policies and Procedures manual. There are three...
Pre-Repair Authorization - 09/24/2019
... or replacing a sub-component, replacing a component as Policy, replacing a component as Customer Enthusiasm, or when replacing a component due to transportation damage. ...
The Warranty Claim Code - 12/02/2019
... WCC should also be documented on the repair order as evidence of programming with customer pay service programming events. Best Practice: Print a copy of the Programming Complete screen and maintain it with the job card. Inaccurate handwritten...
Pre-Repair Authorization - 10/23/2019
... repairing a component or when replacing a sub-component, replacing a component under policy or customer enthusiasm, replacing a component due to transportation damage, or as an over-the-counter part warranty. The PRA process only applies to regular...
... with mileage greater than 7,500. Brake pads are considered a wear item, which falls under the customer’s responsibility as it is considered maintenance at that point. If you encounter a situation where the brake pads are truly defective, the transaction...
Forum - 01/26/2024
... and they do the service regen and they don't see an issue then it is a maintenance problem on the customer's part and they are responsible for any and all charges. There are instructions in the owners manual how to maintain and operate the vehicle. If...
Forum - 01/24/2024
... only is being replaced, when replacing a component under Policy, or when replacing a component for Customer Enthusiasm. ...
Technician Documentation Requirements - 08/29/2023
... contain a brief description of steps taken by the technician to determine the root cause of the customers concern and must support the repair performed. The cause of failure must also be supported by codes, serial numbers, and other documentation that...
Technician Documentation Requirements - 08/29/2023
... contain a brief description of steps taken by the technician to determine the root cause of the customers concern and must support the repair performed. The cause of failure must also be supported by codes, serial numbers, and other documentation that...
Pre-Repair Authorization - 08/29/2023
... or replacing a sub-component, replacing a component as Policy, replacing a component as Customer Enthusiasm, replacing a component due to transportation damage, or as part of an over-the-counter part warranty (ZPTC) transactions. Only regular warranty...
Start the Year Off Strong - 12/26/2023
... there may be error code(s) that can be addressed at the dealer level, for example error code 157: customer complaint code used is not valid with the labor operation, which should be addressed prior to submitting with GM Authorization. Attach all required...
Guidelines for Wheel Alignments - 10/25/2023
... characteristics, or possible vibration would be apparent early in the life of the vehicle. Customers are expected to bring these conditions to the attention of the dealership. For owners who present their vehicles prior to 7,500 that need a front-end...
Warranty Administrator Tips - 10/25/2023
... or documented otherwise on the job card. If there was a pre-approval to replace the assembly for customer satisfaction, no root cause is found, or there is a part availability issue, the approved pre-approval form is attached. If there is a bulletin...
Warranty Blocks and Branded Titles - 05/23/2023
... authorization will be required. Occasionally, states make errors in branding vehicle titles. If a customer believes their title has been branded in error or wishes to challenge the branded title for any other reason, they must contact the branding State....
Accessory Catalog Offerings - 06/26/2023
... must be submitted to start that warranty. Since accessories that are added later are either a customer pay or an internal transaction, they don’t always make it to the warranty administrator to submit a transaction and add the warranty. It...
The Cause of Failure - 06/26/2023
... contain a brief description of steps taken by the technician to determine the root cause of the customer’s concern and must support the repair performed. In other words, the technician determined a specific repair was needed but how did they get...
Transportation Transactions - 07/25/2023
... parts which are used in the performance of the sublet repair. Sublet invoices must contain the customers VIN, date of repair, and a complete description of repairs performed, as well as the sublet establishment’s business name, address, and contact...
Reject of the Month - August 2023 - 07/25/2023
A 2021 GMC Acadia was brought into the dealership service department for an inspection of the front grille. The customer indicated that the chrome was peeling. The technician confirmed that the chrome was peeling and replaced the necessary components...
Claim Pre-Approval Request Form - 01/21/2019
... incidental expenses > $500, Crossline policy related, Non-GM part, and Assembly replacement for customer satisfaction. To request claim pre-approval, one or more of the check boxes must be selected. Based on the dealer’s selection(s),...
Warranty Job Cards and In-Service Dates - 02/21/2019
... name (or operator) and contact information Service Advisor ID (name or code) Customer authorization to perform repairs (refer to Article 3.2.3 for details) Every time a warranty job card is created by a service advisor, the actual in-service date of...
Reject of the Month - Error code 067, 068, 072 - 02/21/2019
... signature, date, time, and approval explanation, as shown on the job card that also shows the customer’s signature, is also required. Error Code 067 - Part 12345 is not a compatible part for labor code 1234567 occurs when an incompatible...
Warranty Claim Code - 12/19/2018
... spaces). The WCC should be documented on the repair order as evidence of programming with customer pay service programming events. As a best practice, print a copy of the Programming Complete screen and maintain it with the job card. At this...
Reject of the Month - Error code 903 - 11/29/2018
... to flush and drain the transmission fluid and replace the transmission filter. Once complete the customer was advised to drive the vehicle for up to 200 miles with a minimum of two cold to hot drive cycles to confirm that fluid flush corrected the condition. The...
Reject of the Month - June 2019 - 05/29/2019
... part warranty, and the transaction was submitted with Transaction Type ZPTI, with parts only. The customer paid for the labor associated with the repair. Since it was necessary to submit the transaction with GM Authorization for review, the claim...
Chassis Parts and Lifetime Warranty - 06/26/2019
... tab. These charts are a great tool for your service advisors to be able to explain to your customers what the warranty is on the repair they just paid for. One states the warranty for parts installed from January 1st, 2013 – March 31st, 2018, and...
Vehicle History Files - 09/24/2019
A vehicle history file that contains all service events including, warranty, transportation claim, pre-delivery, customer pay, internal, and body shop repair job cards, is a requirement spelled out in the Policies and Procedures manual. There are three...
Pre-Repair Authorization - 09/24/2019
... or replacing a sub-component, replacing a component as Policy, replacing a component as Customer Enthusiasm, or when replacing a component due to transportation damage. ...
The Warranty Claim Code - 12/02/2019
... WCC should also be documented on the repair order as evidence of programming with customer pay service programming events. Best Practice: Print a copy of the Programming Complete screen and maintain it with the job card. Inaccurate handwritten...
Pre-Repair Authorization - 10/23/2019
... repairing a component or when replacing a sub-component, replacing a component under policy or customer enthusiasm, replacing a component due to transportation damage, or as an over-the-counter part warranty. The PRA process only applies to regular...
Determining Powertrain Coverage & Labor Ops - 12/02/2019
... Vehicle History. Once the powertrain warranty coverage is known and after a diagnosis of the customer’s concern has been made, the labor operation for the repair must be found to determine if the needed repair is covered under the powertrain. A...
Reject of the Month - October 2019 - 09/24/2019
... 18-NA-280: Steering Feels Loose/Excessive Lash/Fluid Leak at Lash Adjuster states that the customer may comment on the steering feels loose, excessive play in steering, or a small power steering fluid leak from the steering gear lash adjuster stud/nut...
Important Bulletin Updates - 03/27/2020
... the most recent version of the Tire Warranty Coverage Reference card. Bulletin 06-00-89-026P - The Customer Concern Not Duplicated Labor Operation Numbers bulletin has been revised to include the 2020 model year, to include three new labor operations,...
Process and Time Management - 01/28/2020
... before the repair can be completed and if management is not available they can’t give their customer an answer. Like everything else in life, we have to do the best we can with what we have to work with. While some decisions have a more immediate...
Warranty Blocks and Branded Titles - 01/28/2020
... require GM authorization. Occasionally, states make errors in branding vehicle titles. If a customer believes their title has been branded in error, or wishes to challenge the branded title for any other reason, they must contact the branding...
Warranty Analysis - 01/03/2020
... those issues (e.g. close job cards for parts ordered, do not leave the job card open until the customer returns – if the vehicle is not at the dealership, the job card is to be closed). The Summary by Reject Reason report identifies the transaction...
Chevrolet Electric Model Dealer Restrictions - 01/27/2021
... Click the Model Code Abbreviation (i.e. 1FC48 = Bolt EV) for detailed model descriptions. If a customer with a Chevrolet Electric Model vehicle contacts your dealership for warranty/policy/field action service, they should be directed to call 1-833-EVCHEVY...
Bulletin 21-NA-110 Tonneau Cover Replacement - 05/26/2021
... calibration update of the ECM. Prior to programming the technician must contact the Techline Customer Support Center (TCSC) to have the appropriate Accessory Performance Air Intake calibration applied to the VIN. If programming is attempted prior to...
Dealer Information Technologies (DIT) - 06/29/2021
... provides the communication path and services between dealers, service providers, GM and end customers. When selecting hardware (PCs and Access Points), the following are GM supported: Enterprise grade hardware, Intel Core i3/i5,i7 processors 6th...
Certified Pre-Owned Labor Operations That Require Pre-Approval - 10/01/2021
... repair. As stated above, if you would like to try and get the needed repair covered for your customer, you will need to fill out the pre-approval request form, select the “CPO Restricted Labor Op for manufacturer defect” line and submit for...
Cause of Failure & Correction Documentation on Invoice Copies - 08/26/2020
... What the technician types is what is printed on the invoice copies, including the warranty and customer copy. Occasionally what is written is not enough information and the job card has to be returned to the technician to type in more details. Other...
Reject of the Month - June 2020 - 05/29/2020
... a labor only repair, fluid-add only, or the part was missing when the vehicle was presented by the customer. In cases where the part was missing when the vehicle was brought in for service, technician 3 C’s documentation must support that the part...
Reject of the Month - July 2020 - 06/23/2020
A job card was submitted for a wiring repair on a Chevrolet Silverado. The customer had a concern with several lights illuminated at one time on the dash. The technician noted that there was no communication with the EBCM and a broken wire was located....
Dealer Owned Warranty Repairs - 06/23/2020
... for CPO sale, or otherwise in the dealership’s inventory eligible for Warranty, Policy, or Customer Enthusiasm repairs. Examples include replacement of worn brake pads, improvement of the vehicle’s exterior appearance, or repair of damaged...
Electrical Diagnostic Time - 07/30/2020
... to subsidize repair time covered under the base labor time allowance or substitute for a proper customer problem analysis by the Service Advisor. Service management is responsible for assuring complete technician documentation and the reasonableness...
September 2013 Recall Update - 09/04/2013
Customer Satisfaction Program 12312A: Oil Life Monitor Update: The recall bulletin has been revised to add engine RPO LUK to the population. The expiration date for the program has also been extended to August 31, 2015. Involved in the recall are certain ...
Is Your Job Card Filing System Compliant? - 02/02/2016
... their state requires regarding job card retention. Some states require the hard copy (with the customer's signature) to be retained as well for the required length of time. GM requires job cards and supporting documentation to be kept for 24 months. Finally,...
Reject of the Month - 03/21/2017
... overhaul/ repair using the “deepest” labor operation, the second clutch plate. The customer’s concern was that the vehicle would not move in any gear. The technician did not find any codes in the system, although, found a significant...
Certified Elite - 02/17/2017
... points based on performance in several different categories, including the following: New Vehicle Customer Retention – at or above 77%: 100 points Service Training Standards – Q1 STS 100% or higher, Q2 STS 125% or higher, Q3 STS 150% or...
Process Changes to the WPC Program - 01/23/2017
... to the repair being an adjustment only, a fluid add only repair, or the part was missing when the customer arrived at the dealership, email the completed WPC Parts Waiver Form to your Warranty Support Center specialist. This form is also found in Service...
Chevrolet / Buick / GMC / Cadillac Protection Products - 02/17/2017
... is available upon request for up to $40/day for a max of 7 days. Access EP Online for the customer lookup tool to confirm coverage and check claim status. The Divisional Extended Protection Claims Manual is available within the Dealership...
GM Audit Mail-Out-Review - 02/17/2017
... It is important to label your files accurately: for a sales audit, label the file with the customer’s last name, and for a service audit, label the file with the last 8 characters of the VIN. Be sure to review the files once they are uploaded for...
GWM User Manual - 12/21/2016
... Service P&P, Parts and Accessories P&P, Transportation, Vehicle Storage and PDI Policy, Customer Assistance, Training, Tools and TAC Policy Manuals area. For those of you new to GWM…you may be wondering what a transaction type is or how...
Warranty Battery Replacements - 11/29/2016
... Reminder: the Spiral AGM battery is not used by GM, although this battery type may be used in customer pay situations.- Certain Chevrolet Cruze models may be equipped with the Start Stop AGM (Auxiliary) battery- Most common battery type is Flooded (Lead-Acid)....
Certified Pre-Owned - 06/19/2017
... required field actions of any kind, including: safety, noncompliance, emissions recalls; customer satisfaction campaigns; service update bulletins (including expired SUBs); and stop deliveries will make the vehicle ineligible for certification. Each...
... Vehicle History. Once the powertrain warranty coverage is known and after a diagnosis of the customer’s concern has been made, the labor operation for the repair must be found to determine if the needed repair is covered under the powertrain. A...
Reject of the Month - October 2019 - 09/24/2019
... 18-NA-280: Steering Feels Loose/Excessive Lash/Fluid Leak at Lash Adjuster states that the customer may comment on the steering feels loose, excessive play in steering, or a small power steering fluid leak from the steering gear lash adjuster stud/nut...
Important Bulletin Updates - 03/27/2020
... the most recent version of the Tire Warranty Coverage Reference card. Bulletin 06-00-89-026P - The Customer Concern Not Duplicated Labor Operation Numbers bulletin has been revised to include the 2020 model year, to include three new labor operations,...
Process and Time Management - 01/28/2020
... before the repair can be completed and if management is not available they can’t give their customer an answer. Like everything else in life, we have to do the best we can with what we have to work with. While some decisions have a more immediate...
Warranty Blocks and Branded Titles - 01/28/2020
... require GM authorization. Occasionally, states make errors in branding vehicle titles. If a customer believes their title has been branded in error, or wishes to challenge the branded title for any other reason, they must contact the branding...
Warranty Analysis - 01/03/2020
... those issues (e.g. close job cards for parts ordered, do not leave the job card open until the customer returns – if the vehicle is not at the dealership, the job card is to be closed). The Summary by Reject Reason report identifies the transaction...
Chevrolet Electric Model Dealer Restrictions - 01/27/2021
... Click the Model Code Abbreviation (i.e. 1FC48 = Bolt EV) for detailed model descriptions. If a customer with a Chevrolet Electric Model vehicle contacts your dealership for warranty/policy/field action service, they should be directed to call 1-833-EVCHEVY...
Bulletin 21-NA-110 Tonneau Cover Replacement - 05/26/2021
... calibration update of the ECM. Prior to programming the technician must contact the Techline Customer Support Center (TCSC) to have the appropriate Accessory Performance Air Intake calibration applied to the VIN. If programming is attempted prior to...
Dealer Information Technologies (DIT) - 06/29/2021
... provides the communication path and services between dealers, service providers, GM and end customers. When selecting hardware (PCs and Access Points), the following are GM supported: Enterprise grade hardware, Intel Core i3/i5,i7 processors 6th...
Certified Pre-Owned Labor Operations That Require Pre-Approval - 10/01/2021
... repair. As stated above, if you would like to try and get the needed repair covered for your customer, you will need to fill out the pre-approval request form, select the “CPO Restricted Labor Op for manufacturer defect” line and submit for...
Cause of Failure & Correction Documentation on Invoice Copies - 08/26/2020
... What the technician types is what is printed on the invoice copies, including the warranty and customer copy. Occasionally what is written is not enough information and the job card has to be returned to the technician to type in more details. Other...
Reject of the Month - June 2020 - 05/29/2020
... a labor only repair, fluid-add only, or the part was missing when the vehicle was presented by the customer. In cases where the part was missing when the vehicle was brought in for service, technician 3 C’s documentation must support that the part...
Reject of the Month - July 2020 - 06/23/2020
A job card was submitted for a wiring repair on a Chevrolet Silverado. The customer had a concern with several lights illuminated at one time on the dash. The technician noted that there was no communication with the EBCM and a broken wire was located....
Dealer Owned Warranty Repairs - 06/23/2020
... for CPO sale, or otherwise in the dealership’s inventory eligible for Warranty, Policy, or Customer Enthusiasm repairs. Examples include replacement of worn brake pads, improvement of the vehicle’s exterior appearance, or repair of damaged...
Electrical Diagnostic Time - 07/30/2020
... to subsidize repair time covered under the base labor time allowance or substitute for a proper customer problem analysis by the Service Advisor. Service management is responsible for assuring complete technician documentation and the reasonableness...
September 2013 Recall Update - 09/04/2013
Customer Satisfaction Program 12312A: Oil Life Monitor Update: The recall bulletin has been revised to add engine RPO LUK to the population. The expiration date for the program has also been extended to August 31, 2015. Involved in the recall are certain ...
Is Your Job Card Filing System Compliant? - 02/02/2016
... their state requires regarding job card retention. Some states require the hard copy (with the customer's signature) to be retained as well for the required length of time. GM requires job cards and supporting documentation to be kept for 24 months. Finally,...
Reject of the Month - 03/21/2017
... overhaul/ repair using the “deepest” labor operation, the second clutch plate. The customer’s concern was that the vehicle would not move in any gear. The technician did not find any codes in the system, although, found a significant...
Certified Elite - 02/17/2017
... points based on performance in several different categories, including the following: New Vehicle Customer Retention – at or above 77%: 100 points Service Training Standards – Q1 STS 100% or higher, Q2 STS 125% or higher, Q3 STS 150% or...
Process Changes to the WPC Program - 01/23/2017
... to the repair being an adjustment only, a fluid add only repair, or the part was missing when the customer arrived at the dealership, email the completed WPC Parts Waiver Form to your Warranty Support Center specialist. This form is also found in Service...
Chevrolet / Buick / GMC / Cadillac Protection Products - 02/17/2017
... is available upon request for up to $40/day for a max of 7 days. Access EP Online for the customer lookup tool to confirm coverage and check claim status. The Divisional Extended Protection Claims Manual is available within the Dealership...
GM Audit Mail-Out-Review - 02/17/2017
... It is important to label your files accurately: for a sales audit, label the file with the customer’s last name, and for a service audit, label the file with the last 8 characters of the VIN. Be sure to review the files once they are uploaded for...
GWM User Manual - 12/21/2016
... Service P&P, Parts and Accessories P&P, Transportation, Vehicle Storage and PDI Policy, Customer Assistance, Training, Tools and TAC Policy Manuals area. For those of you new to GWM…you may be wondering what a transaction type is or how...
Warranty Battery Replacements - 11/29/2016
... Reminder: the Spiral AGM battery is not used by GM, although this battery type may be used in customer pay situations.- Certain Chevrolet Cruze models may be equipped with the Start Stop AGM (Auxiliary) battery- Most common battery type is Flooded (Lead-Acid)....
Certified Pre-Owned - 06/19/2017
... required field actions of any kind, including: safety, noncompliance, emissions recalls; customer satisfaction campaigns; service update bulletins (including expired SUBs); and stop deliveries will make the vehicle ineligible for certification. Each...
Time Documentation - 06/19/2017
... is required with add-on repairs, appropriately authorized by management and approved by the customer. 4.) Clear, legible time documentation is mandatory. Time clocks that stamp the time and date on the technician flag sheet should use a dark colored...
Reject of the Month - 06/19/2017
... prior, the vehicle was at the dealership for the installation of a remanufactured engine on a customer pay invoice. The technician performed an internal failure check and attempted to isolate the noise to a cylinder. The noise was found to be the loudest...
Cause of Failure - 08/22/2017
... before submission, and should also review the cause and correction stories, as well as the written customer concern. If not correct, the job card needs to go back the technician and/or the service advisor for better 3 C’s....
Branded Titles and Warranty Blocks - 12/21/2017
... to performing repairs. Occasionally, states make errors in branding vehicle titles. If a customer believes their title has been branded in error, or wishes to challenge the branded title for any other reason, they must contact the branding State....
First Maintenance Inspection Period - 01/22/2018
... transmitter/receiver battery, is 12 months only. Tire rotation – Typically a customer pay maintenance item with no warranty labor operation, this service is listed as a repair covered up to 7,500 miles when a defect is determined. Audio...
Engine and Transmission Assembly Replacements - 09/27/2017
... of the cost comparison worksheet if the following information is generated as part of the form:- Customer’s name and address.- Itemization of parts for repair estimated, including part numbers, cost of parts, and quantity. Handwritten information...
Important Documents - Bulletins - 10/24/2017
... Required Operating Procedures ~ 8/7/2017 11-00-89-005K Dealer Empowerment Labor Operations and Customer Enthusiasm ~ 4/26/2017 06-08-47-001M Warranty, SPS, Control Module Diagnostics and Configuration Information, Programming, Set-Up ~ 3/7/2017 10-00-89-005G...
Global Warranty Management - 09/25/2018
... to affected owners while their vehicle is at a GM dealership for repair. Additionally, customers that have the recall repair completed prior to December 31, 2018, can earn a $50.00 completion bonus. In early September, 62% of involved vehicles had been...
High Frequency Labor Operations - 11/29/2018
... little too often. Some dealerships have a lot of points in this category due to the high number of Customer Concern Not Duplicated labor operations being used at their dealership compared to others. Since these labor operations only pay 0.3, it makes...
Reject of the Month - 07/23/2018
... the time ticket by job card line number. The final area of deviation was in cases where the customer expressed one concern, but two separate causes were found. Service management is required to authorize for repeat pyramid repairs. The results...
Up Assemblies (UPDATED) - 07/23/2018
... the dealers open account for warranty or policy repairs. The adjustment will only be initiated for customer pay parts upon request of the dealer. Dealers will no longer need to complete an adjustment for alternate/up assembly transactions on warranty...
What Drives The Reject Percentage At Your Dealership? - 08/21/2018
... finally, review the job card for policy compliance prior to submission. Checking for the basics: customer signature in the Authorization to Repair area of the job card, accurate delivery date/in-service date, and thorough 3 C’s. To the more detailed:...
Panel and Rust Through Repairs - 08/20/2018
... all time, regardless of what or how something was repaired, goes in base time. Finally, many customers feel any rust on their vehicle should be covered under the longer rust-through warranty. It may help to print out the page in the Policies and...
Reject of the Month - 06/25/2018
A job card was submitted for a wiring repair on a 2017 Chevrolet Silverado. The customer had a concern with several lights illuminated at one time on the dash. The technician noted that there was no communication with the EBCM and a broken wire was located...
Claim Pre-Approval Updates - 06/25/2018
... Expenses > $500 Crossline Policy Related Non-GM Part Assembly Replacements for Customer Satisfaction If the claim does not pertain to one of the categories above, a pre-approval is not required. If claim approval is required, be sure that the check...
The Cause of Failure - 03/26/2018
... to review the claim before submission, and cause and correction stories, as well as the written customer concerns, must be compliant. If not correct, the job card needs to go back to the technician and/or the service advisor for better 3 C’s.&...
Reject of the Month - Module Reprogramming - 02/20/2018
... reprogramming labor operation. The bulletin provides a table containing the Warranty Claim Code, Customer Complaint, Labor Operation Description, and Labor Operation. In the case of the rejected reprogramming transaction for the HMI, the WCC should have...
Handling Overlapping and Pyramiding Repairs - 05/02/2012
... we can't stress its importance enough. The advisor must provide an accurate and descriptive customer concern statement for each condition and the technician is responsible for detailed and thorough cause and correction statements for those conditions....
Warranty Repairs on Stock Vehicles - 12/18/2012
... that is damaged. While these things wouldn't typically be covered on a vehicle purchased new by a customer either, there is a little more room for discretion when the service manager knows the owner. GM will charge back repairs made to service agent...
Who should manage your warranty dollar investment? - 09/16/2010
... of attention to warranty knowledge among all employees, as they began to understand that customers often judge the quality and appeal of a dealership by how their warranty rights are met.Last, but certainly not least is how you reward good behavior with...
... is required with add-on repairs, appropriately authorized by management and approved by the customer. 4.) Clear, legible time documentation is mandatory. Time clocks that stamp the time and date on the technician flag sheet should use a dark colored...
Reject of the Month - 06/19/2017
... prior, the vehicle was at the dealership for the installation of a remanufactured engine on a customer pay invoice. The technician performed an internal failure check and attempted to isolate the noise to a cylinder. The noise was found to be the loudest...
Cause of Failure - 08/22/2017
... before submission, and should also review the cause and correction stories, as well as the written customer concern. If not correct, the job card needs to go back the technician and/or the service advisor for better 3 C’s....
Branded Titles and Warranty Blocks - 12/21/2017
... to performing repairs. Occasionally, states make errors in branding vehicle titles. If a customer believes their title has been branded in error, or wishes to challenge the branded title for any other reason, they must contact the branding State....
First Maintenance Inspection Period - 01/22/2018
... transmitter/receiver battery, is 12 months only. Tire rotation – Typically a customer pay maintenance item with no warranty labor operation, this service is listed as a repair covered up to 7,500 miles when a defect is determined. Audio...
Engine and Transmission Assembly Replacements - 09/27/2017
... of the cost comparison worksheet if the following information is generated as part of the form:- Customer’s name and address.- Itemization of parts for repair estimated, including part numbers, cost of parts, and quantity. Handwritten information...
Important Documents - Bulletins - 10/24/2017
... Required Operating Procedures ~ 8/7/2017 11-00-89-005K Dealer Empowerment Labor Operations and Customer Enthusiasm ~ 4/26/2017 06-08-47-001M Warranty, SPS, Control Module Diagnostics and Configuration Information, Programming, Set-Up ~ 3/7/2017 10-00-89-005G...
Global Warranty Management - 09/25/2018
... to affected owners while their vehicle is at a GM dealership for repair. Additionally, customers that have the recall repair completed prior to December 31, 2018, can earn a $50.00 completion bonus. In early September, 62% of involved vehicles had been...
High Frequency Labor Operations - 11/29/2018
... little too often. Some dealerships have a lot of points in this category due to the high number of Customer Concern Not Duplicated labor operations being used at their dealership compared to others. Since these labor operations only pay 0.3, it makes...
Reject of the Month - 07/23/2018
... the time ticket by job card line number. The final area of deviation was in cases where the customer expressed one concern, but two separate causes were found. Service management is required to authorize for repeat pyramid repairs. The results...
Up Assemblies (UPDATED) - 07/23/2018
... the dealers open account for warranty or policy repairs. The adjustment will only be initiated for customer pay parts upon request of the dealer. Dealers will no longer need to complete an adjustment for alternate/up assembly transactions on warranty...
What Drives The Reject Percentage At Your Dealership? - 08/21/2018
... finally, review the job card for policy compliance prior to submission. Checking for the basics: customer signature in the Authorization to Repair area of the job card, accurate delivery date/in-service date, and thorough 3 C’s. To the more detailed:...
Panel and Rust Through Repairs - 08/20/2018
... all time, regardless of what or how something was repaired, goes in base time. Finally, many customers feel any rust on their vehicle should be covered under the longer rust-through warranty. It may help to print out the page in the Policies and...
Reject of the Month - 06/25/2018
A job card was submitted for a wiring repair on a 2017 Chevrolet Silverado. The customer had a concern with several lights illuminated at one time on the dash. The technician noted that there was no communication with the EBCM and a broken wire was located...
Claim Pre-Approval Updates - 06/25/2018
... Expenses > $500 Crossline Policy Related Non-GM Part Assembly Replacements for Customer Satisfaction If the claim does not pertain to one of the categories above, a pre-approval is not required. If claim approval is required, be sure that the check...
The Cause of Failure - 03/26/2018
... to review the claim before submission, and cause and correction stories, as well as the written customer concerns, must be compliant. If not correct, the job card needs to go back to the technician and/or the service advisor for better 3 C’s.&...
Reject of the Month - Module Reprogramming - 02/20/2018
... reprogramming labor operation. The bulletin provides a table containing the Warranty Claim Code, Customer Complaint, Labor Operation Description, and Labor Operation. In the case of the rejected reprogramming transaction for the HMI, the WCC should have...
Handling Overlapping and Pyramiding Repairs - 05/02/2012
... we can't stress its importance enough. The advisor must provide an accurate and descriptive customer concern statement for each condition and the technician is responsible for detailed and thorough cause and correction statements for those conditions....
Warranty Repairs on Stock Vehicles - 12/18/2012
... that is damaged. While these things wouldn't typically be covered on a vehicle purchased new by a customer either, there is a little more room for discretion when the service manager knows the owner. GM will charge back repairs made to service agent...
Who should manage your warranty dollar investment? - 09/16/2010
... of attention to warranty knowledge among all employees, as they began to understand that customers often judge the quality and appeal of a dealership by how their warranty rights are met.Last, but certainly not least is how you reward good behavior with...
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Product Field Action Reimbursements - 06/08/2011
... by GM to address specific vehicle concerns or federal regulatory requirements. Since 2003, if a customer received notice that their vehicle was involved in a field action that they already paid to have repaired, they could get reimbursed through a contact...
Reimbursement Request - 11/29/2018
When presented with a customer request for a special coverage or recall reimbursement always review the parameters outlined within the bulletin, as well as IVH, confirming vehicle involvement. Specifically review the section contained within the bulletin...
Customer Reimbursement - 09/22/2020
All customer reimbursements require a rationale in support of the claim and entry of a logical explanation in the complaint/cause/correction field of the transaction, including the customer’s description of the event that caused the out of pocket...
Customer Reimbursement - 06/30/2011
A seemingly satisfied, just out of warranty, customer has just paid and picked up their vehicle after a customer pay service repair. After leaving the dealership, the customer has the opportunity to think about the repair, the expense associated with...
Customer Reimbursement - 02/20/2018
All customer reimbursements require a rationale behind the reimbursement and entry of a logical explanation in the complaint/cause/correction field of the transaction, including the customer’s description of the event that caused the out of pocket...
Batteries & Customer Reimbursement - 07/29/2015
If the customer's battery is available, the battery must be tested with the Midtronics code documented on the job card and entered into the labor operation dependency field of the transaction. If the battery is not available, the term REIMBURSEMENT, is...
Field Actions and Special Coverage Reimbursements - 06/19/2013
... that caused the need for the field action and what will be done to correct it. Occasionally, the customer has already experienced the condition and paid to have it repaired. Included in their notification letter is a Product Field Action Customer Reimbursement...
Reimbursing Customers for Product Field Actions - 01/19/2012
... There are a variety of different recall categories such as safety, emissions, noncompliance, and customer satisfaction, and a recall typically never expires. Special coverage adjustments are an extension of the warranty for a specific component or system...
Changes to Special Coverage 10054 - 07/30/2013
... 2010 and was unusual in that it was the only Special Coverage adjustment GM created that required customer participation; the customer was responsible for 50% of the cost of the service. Effective immediately, the service is being entirely reimbursed...
Dealership Empowerment and Correct Documentation - 01/19/2012
Sometimes we lose track of the purpose of dealership empowerment. The intent is really quite simple; it's all about customer retention. Most customers who are happy with how they are treated at your dealership will be loyal to your dealership and the...
Dealership Empowerment - 01/11/2016
... track of the purpose of dealership empowerment. The intent is really quite simple; it's all about customer retention. Most customers who are happy with how they are treated at your dealership will be loyal to your dealership and the GM brand. Let's face...
P&P Article 6.1.12 - 01/24/2013
The latest update to P&P addresses the Product Field Action Customer Reimbursement Procedure. If a customer incurs a repair expense to have a condition corrected before a product field action is announced, they may be eligible for reimbursement. The...
Return/Reimbursement of Customer Owned Media - 11/29/2016
Electronic Service Centers attempt to retrieve and return customer owned CDs, DVDs or NAV discs that have gotten stuck, jammed, or damaged in a returned unit. If the media is not returned in a reasonable amount of time, the dealer may reimburse the customer...
Authorization Timing - 06/30/2015
... performed. Service management authorization for OLH, added operation, repeat repairs-comeback, and customer signature not available, are all required prior to work being performed. If missed or omitted during the repair process, it cannot be added after...
Bulletin Updates - 01/21/2015
Bulletin 11-00-89-004, Change in Product Field Action Customer Reimbursement Procedure, has been revised to include the 2012 through 2015 model years. The Customer Reimbursement Request Form (CRRF) now includes a section at the bottom of the form for...
The New Policies and Procedures Manual - 10/31/2014
... ManualWarranty Policy Information ManualTransportation, Vehicle Storage, and PDI Policy ManualCustomer Assistance, Training, Tools, and TAC Policy ManualThe Parts & Accessories Policies and Procedures manual can be found in the same section. Changes...
Personal Property Damage - 06/30/2011
Your customer had a nasty water leak that soaked everything in the trunk. The trunk was full of personal items as the owner had just returned from vacation. You repaired the water leak and the suitcases in the trunk protected the clothes inside that needed...
Goodwill - 08/05/2014
... describes tools whereby a service agent can offer services or reimburse for expenses incurred by a customer when they had a problem with their vehicle. These tools are intended to be an alternative to paying for repairs and by offering the customer another...
Administrative Allowance - 10/26/2016
... $25 in the net/administrative allowance field if someone from the dealership transported the customer's vehicle to and from the repair facility. Document that vehicle transport on the job card. Electronic Exchange: Exchange components are not billed...
Policy, Goodwill, & Customer Enthusiasm - 11/29/2023
... the gift giving season, a review of bulletin 11-00-89-005, titled Dealer Empowerment for Goodwill, Customer Enthusiasm, and Policy, seems an appropriate topic. The bulletin starts out with this statement: As a dealer partner, General Motors empowers...
Battery Reimbursements - 09/09/2014
If the customer's battery is available, enter the Midtronics code into the Labour Operation Dependency Field. Enter the term "Reimbursement" into the field if the customer's battery is not available. Existing policies on customer reimbursement apply....
Goodwill Tools - 07/27/2021
... specialized labor operations for specific non-repair situations that are intended to offset a customer inconvenience or dissatisfaction with their vehicle or the service provided. In other words, you have a customer who is not happy and you want to do...
Goodwill Tools - 09/26/2022
... specialized labor operations for specific non-repair situations that are intended to offset a customer inconvenience or dissatisfaction with their vehicle or the service provided. In other words, you have a customer who is not happy and you want to do...
Special Coverage - 04/12/2013
... the administrator discovered the reason for the reject. The following was noted under the customer reimbursement section: Customer requests for reimbursement of previously paid repairs to correct the condition described in this bulletin are to...
Authorizations and Approvals - 05/02/2012
... requiring authorization, such as "P" for excessive parts or "E" for other labour hours; customer concern not duplicated labour operations, customer reimbursement, customer signature not available; replacement of shocks/struts in pairs, wheel alignment/balance...
... by GM to address specific vehicle concerns or federal regulatory requirements. Since 2003, if a customer received notice that their vehicle was involved in a field action that they already paid to have repaired, they could get reimbursed through a contact...
Reimbursement Request - 11/29/2018
When presented with a customer request for a special coverage or recall reimbursement always review the parameters outlined within the bulletin, as well as IVH, confirming vehicle involvement. Specifically review the section contained within the bulletin...
Customer Reimbursement - 09/22/2020
All customer reimbursements require a rationale in support of the claim and entry of a logical explanation in the complaint/cause/correction field of the transaction, including the customer’s description of the event that caused the out of pocket...
Customer Reimbursement - 06/30/2011
A seemingly satisfied, just out of warranty, customer has just paid and picked up their vehicle after a customer pay service repair. After leaving the dealership, the customer has the opportunity to think about the repair, the expense associated with...
Customer Reimbursement - 02/20/2018
All customer reimbursements require a rationale behind the reimbursement and entry of a logical explanation in the complaint/cause/correction field of the transaction, including the customer’s description of the event that caused the out of pocket...
Batteries & Customer Reimbursement - 07/29/2015
If the customer's battery is available, the battery must be tested with the Midtronics code documented on the job card and entered into the labor operation dependency field of the transaction. If the battery is not available, the term REIMBURSEMENT, is...
Field Actions and Special Coverage Reimbursements - 06/19/2013
... that caused the need for the field action and what will be done to correct it. Occasionally, the customer has already experienced the condition and paid to have it repaired. Included in their notification letter is a Product Field Action Customer Reimbursement...
Reimbursing Customers for Product Field Actions - 01/19/2012
... There are a variety of different recall categories such as safety, emissions, noncompliance, and customer satisfaction, and a recall typically never expires. Special coverage adjustments are an extension of the warranty for a specific component or system...
Changes to Special Coverage 10054 - 07/30/2013
... 2010 and was unusual in that it was the only Special Coverage adjustment GM created that required customer participation; the customer was responsible for 50% of the cost of the service. Effective immediately, the service is being entirely reimbursed...
Dealership Empowerment and Correct Documentation - 01/19/2012
Sometimes we lose track of the purpose of dealership empowerment. The intent is really quite simple; it's all about customer retention. Most customers who are happy with how they are treated at your dealership will be loyal to your dealership and the...
Dealership Empowerment - 01/11/2016
... track of the purpose of dealership empowerment. The intent is really quite simple; it's all about customer retention. Most customers who are happy with how they are treated at your dealership will be loyal to your dealership and the GM brand. Let's face...
P&P Article 6.1.12 - 01/24/2013
The latest update to P&P addresses the Product Field Action Customer Reimbursement Procedure. If a customer incurs a repair expense to have a condition corrected before a product field action is announced, they may be eligible for reimbursement. The...
Return/Reimbursement of Customer Owned Media - 11/29/2016
Electronic Service Centers attempt to retrieve and return customer owned CDs, DVDs or NAV discs that have gotten stuck, jammed, or damaged in a returned unit. If the media is not returned in a reasonable amount of time, the dealer may reimburse the customer...
Authorization Timing - 06/30/2015
... performed. Service management authorization for OLH, added operation, repeat repairs-comeback, and customer signature not available, are all required prior to work being performed. If missed or omitted during the repair process, it cannot be added after...
Bulletin Updates - 01/21/2015
Bulletin 11-00-89-004, Change in Product Field Action Customer Reimbursement Procedure, has been revised to include the 2012 through 2015 model years. The Customer Reimbursement Request Form (CRRF) now includes a section at the bottom of the form for...
The New Policies and Procedures Manual - 10/31/2014
... ManualWarranty Policy Information ManualTransportation, Vehicle Storage, and PDI Policy ManualCustomer Assistance, Training, Tools, and TAC Policy ManualThe Parts & Accessories Policies and Procedures manual can be found in the same section. Changes...
Personal Property Damage - 06/30/2011
Your customer had a nasty water leak that soaked everything in the trunk. The trunk was full of personal items as the owner had just returned from vacation. You repaired the water leak and the suitcases in the trunk protected the clothes inside that needed...
Goodwill - 08/05/2014
... describes tools whereby a service agent can offer services or reimburse for expenses incurred by a customer when they had a problem with their vehicle. These tools are intended to be an alternative to paying for repairs and by offering the customer another...
Administrative Allowance - 10/26/2016
... $25 in the net/administrative allowance field if someone from the dealership transported the customer's vehicle to and from the repair facility. Document that vehicle transport on the job card. Electronic Exchange: Exchange components are not billed...
Policy, Goodwill, & Customer Enthusiasm - 11/29/2023
... the gift giving season, a review of bulletin 11-00-89-005, titled Dealer Empowerment for Goodwill, Customer Enthusiasm, and Policy, seems an appropriate topic. The bulletin starts out with this statement: As a dealer partner, General Motors empowers...
Battery Reimbursements - 09/09/2014
If the customer's battery is available, enter the Midtronics code into the Labour Operation Dependency Field. Enter the term "Reimbursement" into the field if the customer's battery is not available. Existing policies on customer reimbursement apply....
Goodwill Tools - 07/27/2021
... specialized labor operations for specific non-repair situations that are intended to offset a customer inconvenience or dissatisfaction with their vehicle or the service provided. In other words, you have a customer who is not happy and you want to do...
Goodwill Tools - 09/26/2022
... specialized labor operations for specific non-repair situations that are intended to offset a customer inconvenience or dissatisfaction with their vehicle or the service provided. In other words, you have a customer who is not happy and you want to do...
Special Coverage - 04/12/2013
... the administrator discovered the reason for the reject. The following was noted under the customer reimbursement section: Customer requests for reimbursement of previously paid repairs to correct the condition described in this bulletin are to...
Authorizations and Approvals - 05/02/2012
... requiring authorization, such as "P" for excessive parts or "E" for other labour hours; customer concern not duplicated labour operations, customer reimbursement, customer signature not available; replacement of shocks/struts in pairs, wheel alignment/balance...
Goodwill Tools (Part II) - 02/25/2021
... a complimentary goodwill maintenance service, consistent with GM recommendations contained in the customer’s owner’s manual, when a customer was not issued a maintenance letter or other tools. There is a $100 maximum for usage of the labor...
Empowerment Options - 08/09/2011
Option 1: Customer Enthusiasm: The dealer makes the decision to offer a customer warranty coverage on a failure that is determined to be a non-manufacturer's defect to ensure ongoing loyalty. The ZREG transaction would be submitted using the appropriate...
Top 10 New or Updated Policies and Programs in 2012 - 12/18/2012
... & Procedures Manual was updated. One of those updates, from Article 6.1.12, addressed the customer reimbursement procedure for product field action bulletins. All reasonable and customary costs to correct the condition described in the product field...
Goodwill Tools to Increase Customer Satisfaction - 08/25/2020
Goodwill Tools to Increase Customer Satisfaction: General Motors empowers dealers with the ability to use policy and goodwill tools as deemed appropriate, to satisfy and retain customers that are loyal to their vehicle brand and your dealership. GM offers...
A Review of the Courtesy Transportation Program - 10/01/2013
... of us think of just the rental provision of the program. That's probably because most warranty customers prefer a rental vehicle over the other options in the program. The program actually offers four options: rentals, shuttles, fuel reimbursement, and...
Battery Warranty - 07/30/2013
... field. If the code is not available, enter FLEET into the dependency field. When performing a customer reimbursement transaction for a battery replacement and the customer's battery is available, enter the Warranty Code in the dependency field....
Fuel Reimbursement - 07/27/2021
... and dealers not able to get enough vehicles for their Courtesy Transportation Program (CTP), customers are left without a lot of options for transportation when leaving their vehicles at your dealership for service. The Courtesy Transportation Program...
Z Labour Operations - 09/19/2011
... oil and filter, four-tire rotation and 27-point vehicle inspection. Expires 12 months after the customer receives the certificate. Dealer reimbursement is $20 for conventional oil, including diesel, and $35 for synthetic oil. See message G_0000061898....
Exchange Program for Electronic Products - 10/14/2011
... of the component. This charge is not refundable. Make sure your service advisors explain to the customer the importance of getting their vehicle back in the dealership to have their ordered part replaced within this time frame. Use the prepaid shipping...
Fuel and Public Transportation Reimbursement - 04/17/2017
GM’s Courtesy Transportation Program offers four different options for your warranty customers. The most common options are providing your customer a rental vehicle or a shuttle to/from their desired destination. Lesser known options include...
Administrative Allowance - 10/23/2017
... $25 in the Net/Administrative Allowance field if someone from the dealership transported the customer’s vehicle to and from the repair facility. Document that vehicle transport on the job card. Electronic Exchange - Exchange components are not...
Service Management Approval - 01/21/2015
... all authorization codes (e.g. policy decision, part ceiling exceeded, repeat repair, etc), customer concern not duplicated, windshield replacements, wheel alignment/balance, OLH, repeat repairs, add on repairs, straight time, diagnostic time, customer...
Vehicle Payment Reimbursement - 06/29/2021
Reimbursing a customer for a vehicle payment is one of the Goodwill tools GM offers to offset a prolonged service event experience. This tool should be offered in unique circumstances such as extended service days due to part delays or difficulty diagnosing...
The Live Chat Link - 12/01/2015
... Summary Reports available? How does a dealer search the LTG using the LOP? How to submit customer reimbursement for a service which was covered by Special Policy? And, How much time can be claimed for RPO SKY on a 2015 Chevrolet Colorado?And finally,...
March 2024 Recall Update - 02/26/2024
... bulletin covers certain 2020 Buick Encore GX vehicles equipped with a 1.2L 3 cyl engine. Customer Satisfaction Recall N232413380 Vehicles Shipped with Undersized AC Compressor: There are 5 VINs involved in the recall program that addresses an incorrect...
Reject of the Month - November 2022 - 10/28/2022
... Policies and Procedures Article 6.4 Please attach… a copy of the canceled check for the customer reimbursement request. Job cards written for customer reimbursement must include the description of the event causing the out-of-pocket expense and...
October 2021 Recall Update - 10/01/2021
... Certain 2015 Chevrolet Colorado and GMC Canyon trucks are included in the recall population. Customer Satisfaction Recall N212328520: Incorrect Floor Mats for High Country Package: Approximately 2,800 vehicles are included in the recall population that...
Administrative Allowance - 06/23/2020
... are only paid on certain types of claims, including the following: Warranty Part Center returns Customer Reimbursement claims Certain sublet repairs Electronic Exchange Components Tire warranty claims Service agents are allowed to claim up to $25 Net/Administrative...
CAC & PET - 12/19/2018
If CAC contacts the dealer on the customer’s behalf for reimbursement of a customer pay repair, the dealer would run the PET at warranty rates. The Policy Tool will provide the dealer with the guidance for the available reimbursement amount. The...
Dealer Empowerment - 04/25/2023
... The bulletin provides guidelines and requirements for Goodwill, Policy Repairs, and Customer Enthusiasm transactions. If you haven’t reviewed this bulletin in a while, it is a worthwhile read. The bulletin covers multiple options dealers have to...
Policy, Goodwill, Customer Enthusiasm, and Warranty - 03/08/2012
All GM warranty transactions are not the same. Warranty, Policy, Customer Enthusiasm and Goodwill transactions may all be paid by GM, but the reimbursement monies come from different accounts. You may wonder how that can be; there is only one warranty...
Product Field Action Bulletins - 06/27/2016
... and/or instructions regarding dealer responsibility, dealer reports, courtesy transportation, customer notification, and customer reimbursement details are contained in the next section of the bulletin.And, finally, when appropriate, the bulletin will...
Recall Summary Update - 01/22/2018
... certain 2018 Cadillac XTS vehicles. If the converter is replaced, core return policies apply. Customer Satisfaction Recall 17429: Monroney Window Label Incorrectly Lists Rear Vision Camera: Certain 2017 Chevrolet Silverado 3500 HD Crew Cab trucks were...
Service Management: Sign, Date, Time, & Explain - 10/03/2014
... must reflect that as well.Other situations that require service management involvement include:Customer concern not duplicated labour operations. Prior to submitting any of these 21 labour operations they must be approved by service management. Approval...
Personal Property Damage - 07/25/2023
GM will reimburse a customer for damage to their personal property arising out of a claimed product related concern when a vehicle is covered under an applicable warranty. This would be for goods located in the vehicle. Examples from bulletin 09-00-89-008...
... a complimentary goodwill maintenance service, consistent with GM recommendations contained in the customer’s owner’s manual, when a customer was not issued a maintenance letter or other tools. There is a $100 maximum for usage of the labor...
Empowerment Options - 08/09/2011
Option 1: Customer Enthusiasm: The dealer makes the decision to offer a customer warranty coverage on a failure that is determined to be a non-manufacturer's defect to ensure ongoing loyalty. The ZREG transaction would be submitted using the appropriate...
Top 10 New or Updated Policies and Programs in 2012 - 12/18/2012
... & Procedures Manual was updated. One of those updates, from Article 6.1.12, addressed the customer reimbursement procedure for product field action bulletins. All reasonable and customary costs to correct the condition described in the product field...
Goodwill Tools to Increase Customer Satisfaction - 08/25/2020
Goodwill Tools to Increase Customer Satisfaction: General Motors empowers dealers with the ability to use policy and goodwill tools as deemed appropriate, to satisfy and retain customers that are loyal to their vehicle brand and your dealership. GM offers...
A Review of the Courtesy Transportation Program - 10/01/2013
... of us think of just the rental provision of the program. That's probably because most warranty customers prefer a rental vehicle over the other options in the program. The program actually offers four options: rentals, shuttles, fuel reimbursement, and...
Battery Warranty - 07/30/2013
... field. If the code is not available, enter FLEET into the dependency field. When performing a customer reimbursement transaction for a battery replacement and the customer's battery is available, enter the Warranty Code in the dependency field....
Fuel Reimbursement - 07/27/2021
... and dealers not able to get enough vehicles for their Courtesy Transportation Program (CTP), customers are left without a lot of options for transportation when leaving their vehicles at your dealership for service. The Courtesy Transportation Program...
Z Labour Operations - 09/19/2011
... oil and filter, four-tire rotation and 27-point vehicle inspection. Expires 12 months after the customer receives the certificate. Dealer reimbursement is $20 for conventional oil, including diesel, and $35 for synthetic oil. See message G_0000061898....
Exchange Program for Electronic Products - 10/14/2011
... of the component. This charge is not refundable. Make sure your service advisors explain to the customer the importance of getting their vehicle back in the dealership to have their ordered part replaced within this time frame. Use the prepaid shipping...
Fuel and Public Transportation Reimbursement - 04/17/2017
GM’s Courtesy Transportation Program offers four different options for your warranty customers. The most common options are providing your customer a rental vehicle or a shuttle to/from their desired destination. Lesser known options include...
Administrative Allowance - 10/23/2017
... $25 in the Net/Administrative Allowance field if someone from the dealership transported the customer’s vehicle to and from the repair facility. Document that vehicle transport on the job card. Electronic Exchange - Exchange components are not...
Service Management Approval - 01/21/2015
... all authorization codes (e.g. policy decision, part ceiling exceeded, repeat repair, etc), customer concern not duplicated, windshield replacements, wheel alignment/balance, OLH, repeat repairs, add on repairs, straight time, diagnostic time, customer...
Vehicle Payment Reimbursement - 06/29/2021
Reimbursing a customer for a vehicle payment is one of the Goodwill tools GM offers to offset a prolonged service event experience. This tool should be offered in unique circumstances such as extended service days due to part delays or difficulty diagnosing...
The Live Chat Link - 12/01/2015
... Summary Reports available? How does a dealer search the LTG using the LOP? How to submit customer reimbursement for a service which was covered by Special Policy? And, How much time can be claimed for RPO SKY on a 2015 Chevrolet Colorado?And finally,...
March 2024 Recall Update - 02/26/2024
... bulletin covers certain 2020 Buick Encore GX vehicles equipped with a 1.2L 3 cyl engine. Customer Satisfaction Recall N232413380 Vehicles Shipped with Undersized AC Compressor: There are 5 VINs involved in the recall program that addresses an incorrect...
Reject of the Month - November 2022 - 10/28/2022
... Policies and Procedures Article 6.4 Please attach… a copy of the canceled check for the customer reimbursement request. Job cards written for customer reimbursement must include the description of the event causing the out-of-pocket expense and...
October 2021 Recall Update - 10/01/2021
... Certain 2015 Chevrolet Colorado and GMC Canyon trucks are included in the recall population. Customer Satisfaction Recall N212328520: Incorrect Floor Mats for High Country Package: Approximately 2,800 vehicles are included in the recall population that...
Administrative Allowance - 06/23/2020
... are only paid on certain types of claims, including the following: Warranty Part Center returns Customer Reimbursement claims Certain sublet repairs Electronic Exchange Components Tire warranty claims Service agents are allowed to claim up to $25 Net/Administrative...
CAC & PET - 12/19/2018
If CAC contacts the dealer on the customer’s behalf for reimbursement of a customer pay repair, the dealer would run the PET at warranty rates. The Policy Tool will provide the dealer with the guidance for the available reimbursement amount. The...
Dealer Empowerment - 04/25/2023
... The bulletin provides guidelines and requirements for Goodwill, Policy Repairs, and Customer Enthusiasm transactions. If you haven’t reviewed this bulletin in a while, it is a worthwhile read. The bulletin covers multiple options dealers have to...
Policy, Goodwill, Customer Enthusiasm, and Warranty - 03/08/2012
All GM warranty transactions are not the same. Warranty, Policy, Customer Enthusiasm and Goodwill transactions may all be paid by GM, but the reimbursement monies come from different accounts. You may wonder how that can be; there is only one warranty...
Product Field Action Bulletins - 06/27/2016
... and/or instructions regarding dealer responsibility, dealer reports, courtesy transportation, customer notification, and customer reimbursement details are contained in the next section of the bulletin.And, finally, when appropriate, the bulletin will...
Recall Summary Update - 01/22/2018
... certain 2018 Cadillac XTS vehicles. If the converter is replaced, core return policies apply. Customer Satisfaction Recall 17429: Monroney Window Label Incorrectly Lists Rear Vision Camera: Certain 2017 Chevrolet Silverado 3500 HD Crew Cab trucks were...
Service Management: Sign, Date, Time, & Explain - 10/03/2014
... must reflect that as well.Other situations that require service management involvement include:Customer concern not duplicated labour operations. Prior to submitting any of these 21 labour operations they must be approved by service management. Approval...
Personal Property Damage - 07/25/2023
GM will reimburse a customer for damage to their personal property arising out of a claimed product related concern when a vehicle is covered under an applicable warranty. This would be for goods located in the vehicle. Examples from bulletin 09-00-89-008...
Goodwill - 09/03/2015
... does not refer to a vehicle repair; rather, it is a term for the tools that are used to offset customer inconvenience or to offer additional protection and peace of mind. The goal is to satisfy the customer by doing something beneficial, and often unexpected,...
Chevrolet Courtesy Transportation Program - 12/09/2013
... will provide a higher reimbursement for a GMDRAC rental vehicle given to your qualified warranty customers. The Courtesy Transportation Guide, found in GlobalConnect message G_0000178491, dated 11/01/2013, provides details on the changes to the...
Personal Property Damage - 02/20/2018
Personal property damage is a term that describes damage to a customer’s personal property inside their vehicle because of a warrantable defect. Service management has the ability to react quickly to customer concerns for reimbursement requests...
Making an Effective Policy Decision - 08/09/2012
Over the past few months GM has issued bulletin and message code updates regarding the customer enthusiasm policy and dealer empowerment. Beginning in March warranty terms, such as Goodwill, Policy, Customer Enthusiasm and Warranty, were in some cases...
WSC Rejects - 03/11/2013
... the parts field and indicated as a non-GM component. Another inputting error example occurs when customer participation or customer reimbursement expenses are entered in the miscellaneous net item field.Non-warranty coverage. Repair expenses associated...
Warranty Reimbursement - 05/12/2010
When the dealership makes the decision to reimburse a customer for a customer paid repair, a copy of the reimbursement check (check number) and the customer pay document (job card or invoice) must be retained with the job card. The reimbursement check...
Reject of the Month - 06/02/2015
... service; lube, oil and filter service, tire rotation, and MPVI. Once the service was complete, the customer paid the invoice and continued on with their day.All was well, until the customer realized that the vehicle had a valid CBG CPO Maintenance Plan....
Top 10 Things Service Advisors Should Never Do - 07/30/2013
Miss a Recall. Most recalls that are performed in dealerships are a result of the customer scheduling an appointment to have the recall performed. GM notifies a customer when a recall has been issued on their vehicle with a letter. However, people move,...
April 2024 Recall Update - 03/23/2024
... clear the permanent status of DTC P0521. A total of 10,480 vehicles are included in the program. Customer Satisfaction Recall N222383490 Overhead Console Software Loss of Communication: A total of 867 vehicles, 2022-23 Buick Envision models, are included...
Courtesy Transportation Reminders - 03/01/2016
... to make sure that if you are using one of the preferred rental car vendors they must give your customer at least a 2015 vehicle. 2014 vehicles are now too old and reimbursement will not be provided for non-GM vehicles.The number of vehicle rental reimbursement...
From the P&P Manual - 11/18/2013
... agent with calculating their warranty labour rate under Option C using the Consumer Price Index.Customer Signature - Article 1.6.2.6: Each customer pay and warranty job card must be signed by the customer authorizing the service agent to perform the...
June 2012 Recall Update - 06/06/2012
... recall campaign. The recall has been updated to include reimbursement labour codes. A copy of the Customer Reimbursement Request Form is also attached to the message. A note was also included with the revision stating that the reimbursement does not...
Goodwill Tools - 05/29/2019
... specialized labor operations for specific non-repair situations that are intended to offset a customer inconvenience or dissatisfaction with their vehicle or the service provided. In other words, you have a customer who is not happy and you want to do...
December 2019 Recall Update - 12/02/2019
... heater cord has been revised to include parts, warranty, and service procedure updates. Customer Satisfaction Recall N192264210: Enable Diesel Engine Block Heater: Certain 2017-19 Chevrolet Silverado 2500/3500 and GMC Sierra 2500/3500 trucks equipped...
Dealer Empowerment Update - 07/27/2021
... Op 0600005) is used for those unique circumstances when it may be appropriate to reimburse the customer a vehicle payment for their GM vehicle experiencing service issues. When submitting a transaction with this labor operation, the Complaint/Cause/Correction...
Courtesy Transportation Reminders - 02/21/2019
... performed. Excessive use of a rental vehicle beyond completion of the warranty repair is the customer’s responsibility. A rental vehicle is allowed if a customer’s vehicle will be at the dealership overnight. Only service agents who are enrolled...
Updates and Reminders - 09/26/2022
Dealer Empowerment for Goodwill, Customer Enthusiasm, and Policy Bulletin 11-00-89-005U: The bulletin has been updated to include a revision to the first two bullets under the Vehicle Payment Expense Goodwill Tool option, labor operation 0600005. This...
Vehicle Payment And Incidental Non-Warranty Expense... - 10/14/2011
When & How To Claim On occasion, customers may experience a situation in which they incur an additional expense related to the warranty repair of the vehicle. These expenses can come in many forms such as car payments made on the inoperative vehicle,...
Warranty 101 - 07/02/2010
A service manager recently made the decision to reimburse a loyal GM customer the expense of two monthly vehicle payments due to a parts unavailability issue and the owner's vehicle being not drivable. The customer had concern with the check engine light...
Floor Plan Reimbursement - 07/01/2014
... the dealership. To compensate for the inability to sell a vehicle, GM may allow for floor plan reimbursement for the number of days the vehicle was unable to be sold on some recalls. The period of time begins with the date of the Stop Delivery message...
October 2014 Recall Update - 10/03/2014
... Headlamps may require BCM reprogramming. The bulletin has been updated to include a copy of the customer letter and to extend the customer reimbursement period to September 30, 2015. Safety Recall 13112B: Front Passenger Air Bag Inflator: The recall...
Maintenance Program Labour Operations Now in the Labour Time Guide - 09/04/2013
... net item.Chevy 5 year Protection Plus: This was a private offer program directed to select customers offering a 5- year maintenance plan with the purchase of specific Chevrolets between November 1st , and January 3rd, 2012. The labour operations are...
Reject of the Month - 04/03/2014
... the Pre-Repair Authorization Status states "Accept" the transaction may be submitted for reimbursement. Ensure that the radio button, "Is this Customer Enthusiasm-Non Warrantable Repair?" is selected from within the GWM transaction submission s...
New Administrative Allowance - 06/06/2012
Dealer Empowerment labour operation Z7920, incidental non-warranty expense, is used to reimburse your customer for reasonable expenses incurred as a result of a service repair. A 0.2 hour administrative allowance is now permissible for issuing a reimbursement...
Supporting Documentation - 01/03/2020
... worksheets, alignment printouts, original invoice copies for outside repairs in conjunction with customer reimbursements, accounts payable records including sublet and towing, and technician time and payroll records. Refer to Policies and Procedures...
... does not refer to a vehicle repair; rather, it is a term for the tools that are used to offset customer inconvenience or to offer additional protection and peace of mind. The goal is to satisfy the customer by doing something beneficial, and often unexpected,...
Chevrolet Courtesy Transportation Program - 12/09/2013
... will provide a higher reimbursement for a GMDRAC rental vehicle given to your qualified warranty customers. The Courtesy Transportation Guide, found in GlobalConnect message G_0000178491, dated 11/01/2013, provides details on the changes to the...
Personal Property Damage - 02/20/2018
Personal property damage is a term that describes damage to a customer’s personal property inside their vehicle because of a warrantable defect. Service management has the ability to react quickly to customer concerns for reimbursement requests...
Making an Effective Policy Decision - 08/09/2012
Over the past few months GM has issued bulletin and message code updates regarding the customer enthusiasm policy and dealer empowerment. Beginning in March warranty terms, such as Goodwill, Policy, Customer Enthusiasm and Warranty, were in some cases...
WSC Rejects - 03/11/2013
... the parts field and indicated as a non-GM component. Another inputting error example occurs when customer participation or customer reimbursement expenses are entered in the miscellaneous net item field.Non-warranty coverage. Repair expenses associated...
Warranty Reimbursement - 05/12/2010
When the dealership makes the decision to reimburse a customer for a customer paid repair, a copy of the reimbursement check (check number) and the customer pay document (job card or invoice) must be retained with the job card. The reimbursement check...
Reject of the Month - 06/02/2015
... service; lube, oil and filter service, tire rotation, and MPVI. Once the service was complete, the customer paid the invoice and continued on with their day.All was well, until the customer realized that the vehicle had a valid CBG CPO Maintenance Plan....
Top 10 Things Service Advisors Should Never Do - 07/30/2013
Miss a Recall. Most recalls that are performed in dealerships are a result of the customer scheduling an appointment to have the recall performed. GM notifies a customer when a recall has been issued on their vehicle with a letter. However, people move,...
April 2024 Recall Update - 03/23/2024
... clear the permanent status of DTC P0521. A total of 10,480 vehicles are included in the program. Customer Satisfaction Recall N222383490 Overhead Console Software Loss of Communication: A total of 867 vehicles, 2022-23 Buick Envision models, are included...
Courtesy Transportation Reminders - 03/01/2016
... to make sure that if you are using one of the preferred rental car vendors they must give your customer at least a 2015 vehicle. 2014 vehicles are now too old and reimbursement will not be provided for non-GM vehicles.The number of vehicle rental reimbursement...
From the P&P Manual - 11/18/2013
... agent with calculating their warranty labour rate under Option C using the Consumer Price Index.Customer Signature - Article 1.6.2.6: Each customer pay and warranty job card must be signed by the customer authorizing the service agent to perform the...
June 2012 Recall Update - 06/06/2012
... recall campaign. The recall has been updated to include reimbursement labour codes. A copy of the Customer Reimbursement Request Form is also attached to the message. A note was also included with the revision stating that the reimbursement does not...
Goodwill Tools - 05/29/2019
... specialized labor operations for specific non-repair situations that are intended to offset a customer inconvenience or dissatisfaction with their vehicle or the service provided. In other words, you have a customer who is not happy and you want to do...
December 2019 Recall Update - 12/02/2019
... heater cord has been revised to include parts, warranty, and service procedure updates. Customer Satisfaction Recall N192264210: Enable Diesel Engine Block Heater: Certain 2017-19 Chevrolet Silverado 2500/3500 and GMC Sierra 2500/3500 trucks equipped...
Dealer Empowerment Update - 07/27/2021
... Op 0600005) is used for those unique circumstances when it may be appropriate to reimburse the customer a vehicle payment for their GM vehicle experiencing service issues. When submitting a transaction with this labor operation, the Complaint/Cause/Correction...
Courtesy Transportation Reminders - 02/21/2019
... performed. Excessive use of a rental vehicle beyond completion of the warranty repair is the customer’s responsibility. A rental vehicle is allowed if a customer’s vehicle will be at the dealership overnight. Only service agents who are enrolled...
Updates and Reminders - 09/26/2022
Dealer Empowerment for Goodwill, Customer Enthusiasm, and Policy Bulletin 11-00-89-005U: The bulletin has been updated to include a revision to the first two bullets under the Vehicle Payment Expense Goodwill Tool option, labor operation 0600005. This...
Vehicle Payment And Incidental Non-Warranty Expense... - 10/14/2011
When & How To Claim On occasion, customers may experience a situation in which they incur an additional expense related to the warranty repair of the vehicle. These expenses can come in many forms such as car payments made on the inoperative vehicle,...
Warranty 101 - 07/02/2010
A service manager recently made the decision to reimburse a loyal GM customer the expense of two monthly vehicle payments due to a parts unavailability issue and the owner's vehicle being not drivable. The customer had concern with the check engine light...
Floor Plan Reimbursement - 07/01/2014
... the dealership. To compensate for the inability to sell a vehicle, GM may allow for floor plan reimbursement for the number of days the vehicle was unable to be sold on some recalls. The period of time begins with the date of the Stop Delivery message...
October 2014 Recall Update - 10/03/2014
... Headlamps may require BCM reprogramming. The bulletin has been updated to include a copy of the customer letter and to extend the customer reimbursement period to September 30, 2015. Safety Recall 13112B: Front Passenger Air Bag Inflator: The recall...
Maintenance Program Labour Operations Now in the Labour Time Guide - 09/04/2013
... net item.Chevy 5 year Protection Plus: This was a private offer program directed to select customers offering a 5- year maintenance plan with the purchase of specific Chevrolets between November 1st , and January 3rd, 2012. The labour operations are...
Reject of the Month - 04/03/2014
... the Pre-Repair Authorization Status states "Accept" the transaction may be submitted for reimbursement. Ensure that the radio button, "Is this Customer Enthusiasm-Non Warrantable Repair?" is selected from within the GWM transaction submission s...
New Administrative Allowance - 06/06/2012
Dealer Empowerment labour operation Z7920, incidental non-warranty expense, is used to reimburse your customer for reasonable expenses incurred as a result of a service repair. A 0.2 hour administrative allowance is now permissible for issuing a reimbursement...
Supporting Documentation - 01/03/2020
... worksheets, alignment printouts, original invoice copies for outside repairs in conjunction with customer reimbursements, accounts payable records including sublet and towing, and technician time and payroll records. Refer to Policies and Procedures...
December 2023 Recall Update - 11/29/2023
... 1,134 vehicles are included in the recall program. Customer Satisfaction Recall N232415150 Reimbursement for Front License Plate Bracket: Approximately 3,000 Chevrolet Trax vehicles may have a condition in which the customer was mistakenly charged for...
The New Roadside Assistance - 05/14/2013
GM has partnered with Allstate Roadside Services to be the new company for your customer's roadside assistance needs. To prepare for the launch, go to www.MyRoadsideInput.com and complete the survey in as much detail as possible. Doing so will give Allstate...
Changes to Policy Repair Decision Making - 11/18/2013
It has been just over a year now since GM introduced the new Policy repair guidelines that put into effect mandatory customer/dealer participation towards a policy repair. The bulletin announcing this new requirement has been recently updated and gone...
CAC Provided Diagnostic Voucher - 06/27/2016
There has been a change in the reimbursement procedures to dealerships that perform a complimentary diagnosis on a customer's out-of-warranty vehicle that was approved by CAC. GM feels that a big roadblock to getting the customer's vehicle into your dealership...
July 2023 Recall Update - 06/26/2023
Safety Recall N212345944 High Voltage Battery May Melt or Burn (Customer Owned and Used Inventory): The VINs involved in the safety recall are customer owned and used inventory 2020-22 Chevrolet Bolt EV and 2022 Bolt EUV vehicles. Dealers are instructed...
May 2022 Recall Update - 04/26/2022
... Propulsion (Left): The recall has been revised to update a part number and include a copy of the customer notification letter. The program affects certain 2021 Cadillac Escalade/Escalade ESV, Chevrolet Suburban/Tahoe, GMC Yukon/Yukon XL vehicles equipped...
March 2021 Recall Update - 02/25/2021
... of overheating or a track receipt. The bulletin affects certain Chevrolet Corvette vehicles. Customer Satisfaction Recall N202307990 Loss of Propulsion: Approximately 67,400 vehicles are included in the recall population that addresses a condition...
The Warranty Shop Copy - 01/23/2017
After a service advisor creates a job card, it is printed to capture the customer’s signature. Some dealers get the customer’s signature electronically, prior to printing, that is displayed in the customer signature line after printing, but...
December 2016 Recall Update - 11/29/2016
Recall 14294: Subsequent Customer Refusal to Replace Key After Key Assembly Kit Special Ordered: In the event that a key assembly is special ordered for a customer vehicle, and the customer subsequently refuses completion of the recall, the dealer may...
A Review of Roadside Assistance - 02/07/2012
... but it's even more unpleasant when it's the winter season in a freezing cold, snowy weather state. Customers who purchase a new GM vehicle don't have to worry about being stranded during these minor emergencies because Roadside Assistance is included...
The Service Advisor - 03/10/2011
It has been said that service consultants are the face of General Motors. The customer purchases a vehicle from GM but never deals directly with any employee of the company; their dealings are with the dealership and most often with the service advisor....
Missed Revenue - Active Service Consulting - 01/06/2010
Customer consulting, aka service reception or service write up, is the most important interaction with the customer in the service transaction process. This particular part of the process can set the entire service visit up for success or failure.Did ...
Customer Enthusiasm - 07/01/2014
Customer enthusiasm sounds like a description of a customer who is really excited about something. In fact, the dictionary defines enthusiasm as, "something causing a feeling of excitement and active interest." GM has its own definition of customer enthusiasm ...
Customer Assistance - 04/28/2015
When a customer experiences an issue or concern with their vehicle, the Warranty and Owner Assistance Information booklet provides the customer with steps that may be taken to resolve the issue. The booklet states that customer satisfaction and goodwill...
Courtesy Transportation - 02/27/2020
Same Day Repairs vs. Overnight Repairs: GM offers a variety of courtesy transportation options for your customers and reimburses dealers to offset some of those costs. Options include shuttle service, rentals, fuel reimbursement, and public transportation...
May 2019 Recall Update - 04/22/2019
... 2013-17 GMC Acadia vehicles equipped with Side Active Safety-Obstacle Detection Enhanced. Customer Satisfaction Recall N172130462: Loss of Propulsion Due to Low Cell Voltage: Certain 2013 Chevrolet Volt vehicles equipped with a high voltage battery...
Documenting Customer Concerns Correctly - 02/07/2012
Accurately understanding your customer's concern with their vehicle is the first step in correcting the concern. The most important tasks of the service advisor position is to first, listen to the customer; second, ask questions; third, write the details...
GM Certified Service Lifetime Service Guarantee - 06/06/2012
All GM service agents have the opportunity to offer their customers a Limited Lifetime Service Guarantee warranty, on eligible parts, by signing an agreement. The key factor in this guarantee is that the customer must return to the selling service agent...
Concern Not Duplicated - 05/14/2013
Many service managers have an aversion to using customer concern not duplicated labour operations. Their concerns are legitimate: If the customer receives a survey as the result of their service visit where their concern was not duplicated, thus not repaired,...
Service Management Approvals & Authorizations - 10/23/2018
... Decision, OLH Ceiling Exceeded, Part Ceiling Exceeded, Repeat Repair, and Net Ceiling Exceeded. Customer concern not duplicated labor operations, customer reimbursements, customer signature not available, warranty on dealer owned inventory (excluding...
August 2021 Recall Update - 07/27/2021
... bulletin has been revised to include an update to the correction statement, service procedure, and customer reimbursement sections. The recall affects certain 2012-13 Chevrolet Equinox and GMC Terrain vehicles. Safety Recall N202325410 Loss of...
How Many Customer Signatures are Necessary? - 11/18/2013
Customer signatures have been a hot topic of late; specifically the lack thereof. Per Policies and Procedures, a customer's signature is the means for authorizing the dealership to work on their vehicle and it must be obtained prior to any work being ...
Policy and Customer Participation - 10/08/2012
... by the service agent is being scrutinized as to why the policy decision was made and how much the customer participated towards the repair. The bullets below were taken from bulletin 11-00-89-005A.A greater level of GM participation can be considered...
Service Workbench: Customer and Vehicle History - 06/30/2011
Part of the process of creating a job card, customer pay or warranty, is to review the vehicle information and service history. In GWM, the Service Workbench Menu & Toolkit is the go-to source for a wealth of information that enables service advisors...
Policy Repairs and Mandatory Minimums - 11/05/2012
... requested of GM more specific guidelines when it comes to offering policy repairs to their customers. Those guidelines are now in place. Service agents have struggled with determining who should be offered assistance, how much should be offered, and...
... 1,134 vehicles are included in the recall program. Customer Satisfaction Recall N232415150 Reimbursement for Front License Plate Bracket: Approximately 3,000 Chevrolet Trax vehicles may have a condition in which the customer was mistakenly charged for...
The New Roadside Assistance - 05/14/2013
GM has partnered with Allstate Roadside Services to be the new company for your customer's roadside assistance needs. To prepare for the launch, go to www.MyRoadsideInput.com and complete the survey in as much detail as possible. Doing so will give Allstate...
Changes to Policy Repair Decision Making - 11/18/2013
It has been just over a year now since GM introduced the new Policy repair guidelines that put into effect mandatory customer/dealer participation towards a policy repair. The bulletin announcing this new requirement has been recently updated and gone...
CAC Provided Diagnostic Voucher - 06/27/2016
There has been a change in the reimbursement procedures to dealerships that perform a complimentary diagnosis on a customer's out-of-warranty vehicle that was approved by CAC. GM feels that a big roadblock to getting the customer's vehicle into your dealership...
July 2023 Recall Update - 06/26/2023
Safety Recall N212345944 High Voltage Battery May Melt or Burn (Customer Owned and Used Inventory): The VINs involved in the safety recall are customer owned and used inventory 2020-22 Chevrolet Bolt EV and 2022 Bolt EUV vehicles. Dealers are instructed...
May 2022 Recall Update - 04/26/2022
... Propulsion (Left): The recall has been revised to update a part number and include a copy of the customer notification letter. The program affects certain 2021 Cadillac Escalade/Escalade ESV, Chevrolet Suburban/Tahoe, GMC Yukon/Yukon XL vehicles equipped...
March 2021 Recall Update - 02/25/2021
... of overheating or a track receipt. The bulletin affects certain Chevrolet Corvette vehicles. Customer Satisfaction Recall N202307990 Loss of Propulsion: Approximately 67,400 vehicles are included in the recall population that addresses a condition...
The Warranty Shop Copy - 01/23/2017
After a service advisor creates a job card, it is printed to capture the customer’s signature. Some dealers get the customer’s signature electronically, prior to printing, that is displayed in the customer signature line after printing, but...
December 2016 Recall Update - 11/29/2016
Recall 14294: Subsequent Customer Refusal to Replace Key After Key Assembly Kit Special Ordered: In the event that a key assembly is special ordered for a customer vehicle, and the customer subsequently refuses completion of the recall, the dealer may...
A Review of Roadside Assistance - 02/07/2012
... but it's even more unpleasant when it's the winter season in a freezing cold, snowy weather state. Customers who purchase a new GM vehicle don't have to worry about being stranded during these minor emergencies because Roadside Assistance is included...
The Service Advisor - 03/10/2011
It has been said that service consultants are the face of General Motors. The customer purchases a vehicle from GM but never deals directly with any employee of the company; their dealings are with the dealership and most often with the service advisor....
Missed Revenue - Active Service Consulting - 01/06/2010
Customer consulting, aka service reception or service write up, is the most important interaction with the customer in the service transaction process. This particular part of the process can set the entire service visit up for success or failure.Did ...
Customer Enthusiasm - 07/01/2014
Customer enthusiasm sounds like a description of a customer who is really excited about something. In fact, the dictionary defines enthusiasm as, "something causing a feeling of excitement and active interest." GM has its own definition of customer enthusiasm ...
Customer Assistance - 04/28/2015
When a customer experiences an issue or concern with their vehicle, the Warranty and Owner Assistance Information booklet provides the customer with steps that may be taken to resolve the issue. The booklet states that customer satisfaction and goodwill...
Courtesy Transportation - 02/27/2020
Same Day Repairs vs. Overnight Repairs: GM offers a variety of courtesy transportation options for your customers and reimburses dealers to offset some of those costs. Options include shuttle service, rentals, fuel reimbursement, and public transportation...
May 2019 Recall Update - 04/22/2019
... 2013-17 GMC Acadia vehicles equipped with Side Active Safety-Obstacle Detection Enhanced. Customer Satisfaction Recall N172130462: Loss of Propulsion Due to Low Cell Voltage: Certain 2013 Chevrolet Volt vehicles equipped with a high voltage battery...
Documenting Customer Concerns Correctly - 02/07/2012
Accurately understanding your customer's concern with their vehicle is the first step in correcting the concern. The most important tasks of the service advisor position is to first, listen to the customer; second, ask questions; third, write the details...
GM Certified Service Lifetime Service Guarantee - 06/06/2012
All GM service agents have the opportunity to offer their customers a Limited Lifetime Service Guarantee warranty, on eligible parts, by signing an agreement. The key factor in this guarantee is that the customer must return to the selling service agent...
Concern Not Duplicated - 05/14/2013
Many service managers have an aversion to using customer concern not duplicated labour operations. Their concerns are legitimate: If the customer receives a survey as the result of their service visit where their concern was not duplicated, thus not repaired,...
Service Management Approvals & Authorizations - 10/23/2018
... Decision, OLH Ceiling Exceeded, Part Ceiling Exceeded, Repeat Repair, and Net Ceiling Exceeded. Customer concern not duplicated labor operations, customer reimbursements, customer signature not available, warranty on dealer owned inventory (excluding...
August 2021 Recall Update - 07/27/2021
... bulletin has been revised to include an update to the correction statement, service procedure, and customer reimbursement sections. The recall affects certain 2012-13 Chevrolet Equinox and GMC Terrain vehicles. Safety Recall N202325410 Loss of...
How Many Customer Signatures are Necessary? - 11/18/2013
Customer signatures have been a hot topic of late; specifically the lack thereof. Per Policies and Procedures, a customer's signature is the means for authorizing the dealership to work on their vehicle and it must be obtained prior to any work being ...
Policy and Customer Participation - 10/08/2012
... by the service agent is being scrutinized as to why the policy decision was made and how much the customer participated towards the repair. The bullets below were taken from bulletin 11-00-89-005A.A greater level of GM participation can be considered...
Service Workbench: Customer and Vehicle History - 06/30/2011
Part of the process of creating a job card, customer pay or warranty, is to review the vehicle information and service history. In GWM, the Service Workbench Menu & Toolkit is the go-to source for a wealth of information that enables service advisors...
Policy Repairs and Mandatory Minimums - 11/05/2012
... requested of GM more specific guidelines when it comes to offering policy repairs to their customers. Those guidelines are now in place. Service agents have struggled with determining who should be offered assistance, how much should be offered, and...
Help Customers Understand Oil Change Mileage - 10/03/2014
... 2 years or 24,000 miles, but there is a limit of 4 service events during this timeframe. For most customers, the 4 service events will be spread out in such a way to receive the full 2-year/24,000 mile coverage. Services are expected to be performed...
Shuttle Service Temporarily Expanded - 05/29/2020
... and after, GM is temporarily extending shuttle coverage to include picking up and delivering your customer’s vehicles to and from the dealership and their home, workplace, or a location of their choosing. This change is to offer an option for your...
Goodwill Tool Updates - 03/23/2024
Goodwill: A tool used to offset customer dissatisfaction caused by their Chevrolet, Buick, GMC or Cadillac vehicle. Goodwill is not an expense to cover a vehicle repair. A variety of Goodwill Tools are available to dealer management for resolving...
GM Authorization - 02/26/2024
... as a net item expense rather than in the parts field. Another inputting error example occurs when customer participation or customer reimbursement expenses are entered in the miscellaneous net item field. Non-warranty coverage. Repair expenses associated...
January 2020 Recall Update - 01/03/2020
... a couple updates to make corrections to the labor table and service procedure and to add customer reimbursement labor operations. Certain 2019 Cadillac CT6 vehicles equipped with a Brake Lining Wear System Life Span Prognostic Indicator are included...
Empowerment Part II - 03/21/2017
... empowerment. The terminology associated with the empowerment program, such as Goodwill, Policy, Customer Enthusiasm, and Warranty, have evolved over the years. The following provides the definitions of each of these keywords: This is the second part...
Properly Documenting a Policy Repair - 02/02/2016
... manager's written explanation. Close to vehicle or component's warranty expiration - A customer with a vehicle just out of warranty, by time or mileage, is someone more likely to consider for a policy repair as opposed to someone who is out by a...
Customer Concern Verification Sheets - 04/13/2010
... discuss in our Warranty Management Workshop is designed to help service advisors communicate the customer's concern to the technician. This worksheet is called the "Customer Concern Verification Sheet" and is found in bulletin 01-00-89-010 and within...
Enhanced Buick and GMC Courtesy Transportation Program - 12/18/2012
... Buick and GMC Courtesy Transportation Program are rewarded with a higher reimbursement rate and customers who are less inconvenienced. The program requires that: A minimum of three Buick and GMC vehicles be in the rental fleet. A daily rental log...
Waiving the Diagnostic Fee - 12/19/2014
When a customer calls the Customer Assistance Center with a complaint involving a problem with their vehicle that is out of warranty, a CAC representative may arrange for the vehicle to be diagnosed at no cost to the customer. They will direct the customer...
Policy, Goodwill, Customer Enthusiasm, & Warranty - 04/22/2019
All GM warranty transactions are not the same. Warranty, Policy, Customer Enthusiasm and Goodwill transactions may all be paid by GM, but are all handled uniquely to satisfy the customer’s request for assistance. The following terms are used to...
Policy, Goodwill, Customer Enthusiasm, and Warranty - 04/29/2020
All GM warranty transactions are not the same. Warranty, Policy, Customer Enthusiasm and Goodwill transactions may all be paid by GM, but are all handled uniquely to satisfy the customer’s request for assistance. The following terms are used to...
NOVEMBER 2020 RECALL UPDATE - 10/27/2020
... (LH) Roof Rail Air Bag Performance: The recall bulletin has been updated to include a copy of the customer letter, an updated parts table, and additional instructions. The following 2020 model year vehicles are included in the program: Buick Enclave,...
January 2024 Recall Update - 12/26/2023
... revised to include a revised correction statement. Customer Satisfaction Recall N232424790 Reimbursement for Lighted Sill Plate: The recall has been issued to address a condition in which certain 2023 Cadillac Escalade/Escalade ESV, Chevrolet Suburban,...
Policy, Goodwill, Customer Enthusiasm, and Warranty - 04/25/2023
All GM warranty transactions are not the same. Warranty, Policy, Customer Enthusiasm and Goodwill transactions may all be paid by GM, but are all handled uniquely to satisfy the customer’s request for assistance. The following terms are used to...
Early Bird Envelopes, Drop Off & Pre-Write Up Forms - 08/25/2020
Service customers who choose to drop their vehicles off without going into the service department can use an early bird envelope or other type of drop off form for providing authorization to repair their vehicles. Your customer provides their authorization...
Policy Decisions - 10/03/2014
... each situation must be considered on an individual basis. Service management must engage with the customer and make the best business decision for each case. Factors that support a policy decision include: close to vehicle or component's warranty...
Policy Decision - 10/02/2015
I recently spoke with a dealer about a policy decision scenario. The dealer was interested in offering a customer that was out of warranty, by some time and quite a few miles, assistance to replace the four wheels on her vehicle due to corrosion. After...
Towing - 10/26/2016
... that cannot be driven safely. Towing should be to the closest GM dealership, which may not be the customer's preference. The maximum tow dollar amount allowed is $130.00. Tow invoices must contain the reason for the tow, the license plate number...
How to Handle Customer Participation - 07/02/2012
When the dealer, the customer and GM are splitting the expenseWe are all familiar with the process for entering a customer participation expense in the transaction when the customer is being asked to participate in the expense of a repair. The amount...
The Warranty Parts Center and Customer Enthusiasm - 06/06/2012
... is not covered if damaged. However, service agents have an option of covering damaged parts with Customer Enthusiasm. Customer Enthusiasm is an empowerment tool that service agents have had for some time now that allows covering the cost of a component...
Customer Concern Not Duplicated - 02/07/2012
The Customer Concern Not Duplicated bulletin (number 06-00-89-026) has been revised to include a new requirement for the engine controls and fuel could not duplicate labour operation, J9992. The entry of the diagnostic P-code in the labour dependency...
Customer States - 04/13/2012
... to the service manager's attention, it should not be added on to the job card with the statement "customer states". If the customer didn't truly state the concern, it shouldn't be indicated as such on the job card.An example: while performing an unrelated...
Dexos1 Reimbursement - 12/18/2012
... with any 2011, and newer, model year Chevrolet, Buick, GMC or Cadillac vehicle which has a customer pay lube, oil and filter service performed at a GM Dealership. The program is only valid with customer pay lube, oil and filter services and it may not...
Customer Concern Not Duplicated UPDATE - 12/18/2012
Bulletin 06-00-89-026J was revised in late November. The bulletin was updated to contain additional information for the Customer Concern Not Duplicated/Verified Labour Operation Numbers N9991 and N9996. A note has been added to operation N9991 (OnStar/Bluetooth)...
... 2 years or 24,000 miles, but there is a limit of 4 service events during this timeframe. For most customers, the 4 service events will be spread out in such a way to receive the full 2-year/24,000 mile coverage. Services are expected to be performed...
Shuttle Service Temporarily Expanded - 05/29/2020
... and after, GM is temporarily extending shuttle coverage to include picking up and delivering your customer’s vehicles to and from the dealership and their home, workplace, or a location of their choosing. This change is to offer an option for your...
Goodwill Tool Updates - 03/23/2024
Goodwill: A tool used to offset customer dissatisfaction caused by their Chevrolet, Buick, GMC or Cadillac vehicle. Goodwill is not an expense to cover a vehicle repair. A variety of Goodwill Tools are available to dealer management for resolving...
GM Authorization - 02/26/2024
... as a net item expense rather than in the parts field. Another inputting error example occurs when customer participation or customer reimbursement expenses are entered in the miscellaneous net item field. Non-warranty coverage. Repair expenses associated...
January 2020 Recall Update - 01/03/2020
... a couple updates to make corrections to the labor table and service procedure and to add customer reimbursement labor operations. Certain 2019 Cadillac CT6 vehicles equipped with a Brake Lining Wear System Life Span Prognostic Indicator are included...
Empowerment Part II - 03/21/2017
... empowerment. The terminology associated with the empowerment program, such as Goodwill, Policy, Customer Enthusiasm, and Warranty, have evolved over the years. The following provides the definitions of each of these keywords: This is the second part...
Properly Documenting a Policy Repair - 02/02/2016
... manager's written explanation. Close to vehicle or component's warranty expiration - A customer with a vehicle just out of warranty, by time or mileage, is someone more likely to consider for a policy repair as opposed to someone who is out by a...
Customer Concern Verification Sheets - 04/13/2010
... discuss in our Warranty Management Workshop is designed to help service advisors communicate the customer's concern to the technician. This worksheet is called the "Customer Concern Verification Sheet" and is found in bulletin 01-00-89-010 and within...
Enhanced Buick and GMC Courtesy Transportation Program - 12/18/2012
... Buick and GMC Courtesy Transportation Program are rewarded with a higher reimbursement rate and customers who are less inconvenienced. The program requires that: A minimum of three Buick and GMC vehicles be in the rental fleet. A daily rental log...
Waiving the Diagnostic Fee - 12/19/2014
When a customer calls the Customer Assistance Center with a complaint involving a problem with their vehicle that is out of warranty, a CAC representative may arrange for the vehicle to be diagnosed at no cost to the customer. They will direct the customer...
Policy, Goodwill, Customer Enthusiasm, & Warranty - 04/22/2019
All GM warranty transactions are not the same. Warranty, Policy, Customer Enthusiasm and Goodwill transactions may all be paid by GM, but are all handled uniquely to satisfy the customer’s request for assistance. The following terms are used to...
Policy, Goodwill, Customer Enthusiasm, and Warranty - 04/29/2020
All GM warranty transactions are not the same. Warranty, Policy, Customer Enthusiasm and Goodwill transactions may all be paid by GM, but are all handled uniquely to satisfy the customer’s request for assistance. The following terms are used to...
NOVEMBER 2020 RECALL UPDATE - 10/27/2020
... (LH) Roof Rail Air Bag Performance: The recall bulletin has been updated to include a copy of the customer letter, an updated parts table, and additional instructions. The following 2020 model year vehicles are included in the program: Buick Enclave,...
January 2024 Recall Update - 12/26/2023
... revised to include a revised correction statement. Customer Satisfaction Recall N232424790 Reimbursement for Lighted Sill Plate: The recall has been issued to address a condition in which certain 2023 Cadillac Escalade/Escalade ESV, Chevrolet Suburban,...
Policy, Goodwill, Customer Enthusiasm, and Warranty - 04/25/2023
All GM warranty transactions are not the same. Warranty, Policy, Customer Enthusiasm and Goodwill transactions may all be paid by GM, but are all handled uniquely to satisfy the customer’s request for assistance. The following terms are used to...
Early Bird Envelopes, Drop Off & Pre-Write Up Forms - 08/25/2020
Service customers who choose to drop their vehicles off without going into the service department can use an early bird envelope or other type of drop off form for providing authorization to repair their vehicles. Your customer provides their authorization...
Policy Decisions - 10/03/2014
... each situation must be considered on an individual basis. Service management must engage with the customer and make the best business decision for each case. Factors that support a policy decision include: close to vehicle or component's warranty...
Policy Decision - 10/02/2015
I recently spoke with a dealer about a policy decision scenario. The dealer was interested in offering a customer that was out of warranty, by some time and quite a few miles, assistance to replace the four wheels on her vehicle due to corrosion. After...
Towing - 10/26/2016
... that cannot be driven safely. Towing should be to the closest GM dealership, which may not be the customer's preference. The maximum tow dollar amount allowed is $130.00. Tow invoices must contain the reason for the tow, the license plate number...
How to Handle Customer Participation - 07/02/2012
When the dealer, the customer and GM are splitting the expenseWe are all familiar with the process for entering a customer participation expense in the transaction when the customer is being asked to participate in the expense of a repair. The amount...
The Warranty Parts Center and Customer Enthusiasm - 06/06/2012
... is not covered if damaged. However, service agents have an option of covering damaged parts with Customer Enthusiasm. Customer Enthusiasm is an empowerment tool that service agents have had for some time now that allows covering the cost of a component...
Customer Concern Not Duplicated - 02/07/2012
The Customer Concern Not Duplicated bulletin (number 06-00-89-026) has been revised to include a new requirement for the engine controls and fuel could not duplicate labour operation, J9992. The entry of the diagnostic P-code in the labour dependency...
Customer States - 04/13/2012
... to the service manager's attention, it should not be added on to the job card with the statement "customer states". If the customer didn't truly state the concern, it shouldn't be indicated as such on the job card.An example: while performing an unrelated...
Dexos1 Reimbursement - 12/18/2012
... with any 2011, and newer, model year Chevrolet, Buick, GMC or Cadillac vehicle which has a customer pay lube, oil and filter service performed at a GM Dealership. The program is only valid with customer pay lube, oil and filter services and it may not...
Customer Concern Not Duplicated UPDATE - 12/18/2012
Bulletin 06-00-89-026J was revised in late November. The bulletin was updated to contain additional information for the Customer Concern Not Duplicated/Verified Labour Operation Numbers N9991 and N9996. A note has been added to operation N9991 (OnStar/Bluetooth)...
Customer Loyalty - 10/08/2012
GM is looking to achieve customer loyalty rates of at least 58%. That industry leading customer loyalty rate could add more than $4 billion in annual revenue and product development. Toyota is the current industry leader at 52-53%. More than 70% of the...
Warranty Review Deviations - 03/11/2013
... these five deviations were very basic job card requirements. The first deviation is a missing customer signature. We as customers and consumers sign our names a lot. We're used to it. Signing a job card should be so automatic that service advisors...
Part Allowance Reimbursement - 01/24/2013
Occasionally, GM may directly supply parts to a dealership for the repair of a vehicle. When this happens, it is typically sent at no charge. A service agent is allowed and entitled to an appropriate handling allowance even though there was no cost involved. ...
Everyday Value and the $5 Reimbursement - 11/17/2011
... and 27-point inspection, sold for $39.95 or less. Research has shown that the number one reason customers do not return to the dealership for maintenance service is the price. Value pricing will help get your customers in your dealership. The multipoint...
Customer Satisfaction Recall 10287A - 03/10/2011
Premature Timing Chain Wear-Reprogram ECM: Certain 2009 Buick Enclave; 2007-2009 Cadillac CTS, SRX, STS; 2009 Chevrolet Traverse; 2007 and 2009 GMC Acadia vehicles equipped with a HFV6 engine could experience premature timing chain wear and illumination ...
Customer Satisfaction Recall 10085D - 02/23/2011
Airbag Readiness Light/Service Airbag Message: An update for this recall was released in early February. The recall now supports replacement of the front seat-mounted side impact airbag connectors on all involved vehicles. Involved vehicles include the ...
Customer Satisfaction Recall 10287 - 02/23/2011
Premature Timing Chain Wear: Approximately 380,000 vehicles equipped with a HFV6 engine may require reprogramming of the engine control module. The recall affects certain 2007 GMC Acadia; 2007-2009 Cadillac CTS, SRX, STS; and 2009 Buick Enclave, Chevrolet ...
Customer Satisfaction Recall 11030 - 02/23/2011
... Equinox and GMC Terrain vehicles. The calibration was received when the vehicles were serviced for Customer Satisfaction Program 11004. Dealers are to reprogram the BCM. The recall is in effect until January 31, 2013. ...
Customer Satisfaction Recall 10256 - 01/19/2011
... to replace the ignition lock cylinder. Approximately 54,000 vehicles are involved. GM is notifying customers in phases of the recall due to parts availability. The recall is in effect until January 31, 2013. ...
Labour Operation is not valid for Customer Complaint Code - 04/12/2011
... immediate rejection. There has been a recent trend of transaction rejects for improper or misused customer complaint codes.Remember that a customer complaint code must closely match or be related to the component that has been repaired or replaced. For...
Customer Satisfaction Program 10257B - 04/12/2011
Brake Pressure Modulator Valve Malfunction: Certain 2011 Buick LaCrosse vehicles may have a Brake Pressure Modulator Valve (BPMV) that contains a pressure relief valve that may not perform to specification under certain ABS events. Dealers are to inspect ...
Customer Satisfaction Program 11034 - 04/12/2011
Service Air Bag Message-Replace Connectors: Approximately 52,000 vehicles are involved in the recall to inspect and, if necessary, replace the front seat mounted side impact air bag connectors. The recall involves certain 2010 Chevrolet Malibu and Pontiac ...
Customer Satisfaction Recall 11004 - 01/19/2011
Battery Drain - Reprogram Body Control Module: Recall 11004 was issued in early January and involves approximately 9,600 vehicles. Involved vehicles may have an incorrect calibration in the BCM causing interior backlighting in the instrument panel to ...
Customer Satisfaction Recall 10085C - 12/24/2010
Airbag Readiness Light/Service Airbag Message: GM has revised bulletin 10085 to add approximately 9,000 more vehicles to the recall population, including certain 2008 model year Buick Enclave and GMC Acadias. The recall also applies to certain 2010 Chevrolet ...
Customer Satisfaction Recall 10354 - 12/24/2010
Missing Certification and/or Tire and Loading Information Label: A missing tire and loading information label prompted a recall on approximately 7,000 Chevrolet Cruze vehicles. Dealers are to inspect the vehicle for the tire and loading information label ...
Customer Satisfaction Recall 10309 - 12/24/2010
Power Steering Leak: Certain Cadillac SRX vehicles may have a condition in which the power steering gear return line may wear, possibly resulting in a power steering fluid leak. This condition affects approximately 40,000 vehicles. Dealers are to install ...
Customer Satisfaction Recall 09241B - 11/18/2010
Transmission Clutch Housing Fracture-Expiration Date Extended: A recall that affects certain 2008-2009 Chevrolet Tahoe and GMC Yukon; and 2009 Cadillac Escalade, Chevrolet Silverado and GMC Sierra vehicles equipped with a two mode hybrid transmission ...
Customer Satisfaction Recall 08014B - 11/18/2010
... for recent replacement to determine if the new assembly has a vapor barrier instead of vent tubes. Customers may experience a condition in which water may enter the headlamp assemblies. ...
Customer Satisfaction Recall 10257A - 11/18/2010
Brake Pressure Modulator Valve Malfunction: Approximately 5,000 Buick LaCrosse vehicles were built with a brake pressure modulator valve that contains a pressure relief valve that may not conform to GM specifications under certain antilock braking events. ...
Customer Satisfaction Recall 09038A - 10/13/2010
Enhanced Calibration for Transmission Overheat in Extreme Cold Air Temperatures - Expiration Date Extended: The recall has been revised to extend the expiration date of the program. The program that affects certain 2006-2008 Chevrolet Silverado HD and ...
Customer Enthusiasm Repairs - 09/16/2010
Maintaining a strong and healthy customer base is paramount for any dealer. Outstanding vehicle selection, a knowledgeable service department, and a friendly sales staff are just the start. There may be times when maintaining customer loyalty requires...
Customer Satisfaction Recall 09051 - 09/16/2010
Temporary Reduction in Power Brake Assist in Extreme Cold Weather: The recall has been updated to announce an extended expiration date. The program that affects certain 2009 Buick Enclave, Chevrolet Traverse, and GMC Acadia vehicles that are registered ...
Customer Satisfaction Program 10037 - 05/12/2010
Unwanted Repeat Calls to OnStar: Approximately 520 vehicles may have a condition in which the vehicle's OnStar system repeatedly makes incomplete calls to OnStar without the occupant's input or knowledge. Dealers are to replace the OnStar module (VCIM) ...
Customer Satisfaction Program 10085 - 06/07/2010
Airbag Readiness Light/Service Airbag Message: Approximately 131,017 vehicles may have a wear condition which could lead to corrosion in the connector terminal pins at the connection between the body main wiring harness and the front driver and passenger ...
Customer Satisfaction Recall 10085A - 07/02/2010
Airbag Readiness Light/Service Airbag Message - Reroute Wire Harness/Replace Connectors: This recall has been revised to include delivered vehicles. The recall applies to certain 2010 Chevrolet Malibu and Pontiac G6 vehicles. Involved vehicles may experience ...
GM is looking to achieve customer loyalty rates of at least 58%. That industry leading customer loyalty rate could add more than $4 billion in annual revenue and product development. Toyota is the current industry leader at 52-53%. More than 70% of the...
Warranty Review Deviations - 03/11/2013
... these five deviations were very basic job card requirements. The first deviation is a missing customer signature. We as customers and consumers sign our names a lot. We're used to it. Signing a job card should be so automatic that service advisors...
Part Allowance Reimbursement - 01/24/2013
Occasionally, GM may directly supply parts to a dealership for the repair of a vehicle. When this happens, it is typically sent at no charge. A service agent is allowed and entitled to an appropriate handling allowance even though there was no cost involved. ...
Everyday Value and the $5 Reimbursement - 11/17/2011
... and 27-point inspection, sold for $39.95 or less. Research has shown that the number one reason customers do not return to the dealership for maintenance service is the price. Value pricing will help get your customers in your dealership. The multipoint...
Customer Satisfaction Recall 10287A - 03/10/2011
Premature Timing Chain Wear-Reprogram ECM: Certain 2009 Buick Enclave; 2007-2009 Cadillac CTS, SRX, STS; 2009 Chevrolet Traverse; 2007 and 2009 GMC Acadia vehicles equipped with a HFV6 engine could experience premature timing chain wear and illumination ...
Customer Satisfaction Recall 10085D - 02/23/2011
Airbag Readiness Light/Service Airbag Message: An update for this recall was released in early February. The recall now supports replacement of the front seat-mounted side impact airbag connectors on all involved vehicles. Involved vehicles include the ...
Customer Satisfaction Recall 10287 - 02/23/2011
Premature Timing Chain Wear: Approximately 380,000 vehicles equipped with a HFV6 engine may require reprogramming of the engine control module. The recall affects certain 2007 GMC Acadia; 2007-2009 Cadillac CTS, SRX, STS; and 2009 Buick Enclave, Chevrolet ...
Customer Satisfaction Recall 11030 - 02/23/2011
... Equinox and GMC Terrain vehicles. The calibration was received when the vehicles were serviced for Customer Satisfaction Program 11004. Dealers are to reprogram the BCM. The recall is in effect until January 31, 2013. ...
Customer Satisfaction Recall 10256 - 01/19/2011
... to replace the ignition lock cylinder. Approximately 54,000 vehicles are involved. GM is notifying customers in phases of the recall due to parts availability. The recall is in effect until January 31, 2013. ...
Labour Operation is not valid for Customer Complaint Code - 04/12/2011
... immediate rejection. There has been a recent trend of transaction rejects for improper or misused customer complaint codes.Remember that a customer complaint code must closely match or be related to the component that has been repaired or replaced. For...
Customer Satisfaction Program 10257B - 04/12/2011
Brake Pressure Modulator Valve Malfunction: Certain 2011 Buick LaCrosse vehicles may have a Brake Pressure Modulator Valve (BPMV) that contains a pressure relief valve that may not perform to specification under certain ABS events. Dealers are to inspect ...
Customer Satisfaction Program 11034 - 04/12/2011
Service Air Bag Message-Replace Connectors: Approximately 52,000 vehicles are involved in the recall to inspect and, if necessary, replace the front seat mounted side impact air bag connectors. The recall involves certain 2010 Chevrolet Malibu and Pontiac ...
Customer Satisfaction Recall 11004 - 01/19/2011
Battery Drain - Reprogram Body Control Module: Recall 11004 was issued in early January and involves approximately 9,600 vehicles. Involved vehicles may have an incorrect calibration in the BCM causing interior backlighting in the instrument panel to ...
Customer Satisfaction Recall 10085C - 12/24/2010
Airbag Readiness Light/Service Airbag Message: GM has revised bulletin 10085 to add approximately 9,000 more vehicles to the recall population, including certain 2008 model year Buick Enclave and GMC Acadias. The recall also applies to certain 2010 Chevrolet ...
Customer Satisfaction Recall 10354 - 12/24/2010
Missing Certification and/or Tire and Loading Information Label: A missing tire and loading information label prompted a recall on approximately 7,000 Chevrolet Cruze vehicles. Dealers are to inspect the vehicle for the tire and loading information label ...
Customer Satisfaction Recall 10309 - 12/24/2010
Power Steering Leak: Certain Cadillac SRX vehicles may have a condition in which the power steering gear return line may wear, possibly resulting in a power steering fluid leak. This condition affects approximately 40,000 vehicles. Dealers are to install ...
Customer Satisfaction Recall 09241B - 11/18/2010
Transmission Clutch Housing Fracture-Expiration Date Extended: A recall that affects certain 2008-2009 Chevrolet Tahoe and GMC Yukon; and 2009 Cadillac Escalade, Chevrolet Silverado and GMC Sierra vehicles equipped with a two mode hybrid transmission ...
Customer Satisfaction Recall 08014B - 11/18/2010
... for recent replacement to determine if the new assembly has a vapor barrier instead of vent tubes. Customers may experience a condition in which water may enter the headlamp assemblies. ...
Customer Satisfaction Recall 10257A - 11/18/2010
Brake Pressure Modulator Valve Malfunction: Approximately 5,000 Buick LaCrosse vehicles were built with a brake pressure modulator valve that contains a pressure relief valve that may not conform to GM specifications under certain antilock braking events. ...
Customer Satisfaction Recall 09038A - 10/13/2010
Enhanced Calibration for Transmission Overheat in Extreme Cold Air Temperatures - Expiration Date Extended: The recall has been revised to extend the expiration date of the program. The program that affects certain 2006-2008 Chevrolet Silverado HD and ...
Customer Enthusiasm Repairs - 09/16/2010
Maintaining a strong and healthy customer base is paramount for any dealer. Outstanding vehicle selection, a knowledgeable service department, and a friendly sales staff are just the start. There may be times when maintaining customer loyalty requires...
Customer Satisfaction Recall 09051 - 09/16/2010
Temporary Reduction in Power Brake Assist in Extreme Cold Weather: The recall has been updated to announce an extended expiration date. The program that affects certain 2009 Buick Enclave, Chevrolet Traverse, and GMC Acadia vehicles that are registered ...
Customer Satisfaction Program 10037 - 05/12/2010
Unwanted Repeat Calls to OnStar: Approximately 520 vehicles may have a condition in which the vehicle's OnStar system repeatedly makes incomplete calls to OnStar without the occupant's input or knowledge. Dealers are to replace the OnStar module (VCIM) ...
Customer Satisfaction Program 10085 - 06/07/2010
Airbag Readiness Light/Service Airbag Message: Approximately 131,017 vehicles may have a wear condition which could lead to corrosion in the connector terminal pins at the connection between the body main wiring harness and the front driver and passenger ...
Customer Satisfaction Recall 10085A - 07/02/2010
Airbag Readiness Light/Service Airbag Message - Reroute Wire Harness/Replace Connectors: This recall has been revised to include delivered vehicles. The recall applies to certain 2010 Chevrolet Malibu and Pontiac G6 vehicles. Involved vehicles may experience ...
Customer Satisfaction Recall 08312A - 08/10/2010
Convertible Roof Cover Separation - Expiration Date Extended: This recall has been updated to announce an extended expiration date. The program has been extended to May 31, 2011. The recall affects certain 2008-2009 Chevrolet Corvette vehicles equipped ...
Customer Satisfaction Recall 09160A - 08/10/2010
Clutch Spring Fracture-Replace Clutch - Expiration Date Extended: This recall has been updated to announce an extended expiration date. The program has been extended to July 31, 2011. The recall affects certain 2009 Chevrolet Corvette ZR1 vehicles. ...
Customer Satisfaction Recall 09237C - 08/10/2010
... section. The service kit required for the repair on AWD vehicles in now available from GM Customer Care and Aftersales. The product enhancements affect certain 2010 Cadillac SRX vehicles. Dealers are to install a service kit for the propshaft rear center...
Customer Satisfaction Recall 10193 - 08/10/2010
Headliner Odor: Certain 2011 model year Buick Regal vehicles may produce an odor from the headliner. Dealers are to inspect, and if necessary, replace the headliner.
What Is Customer Enthusiasm? - 01/06/2010
It's natural to think that customer enthusiasm would mean offering goodwill assistance to a customer whose vehicle is out warranty. In Global Warranty, however, customer enthusiasm is a different kind of goodwill. There is a specific reason for checking...
Customer Satisfaction Recall 09104 - 01/06/2010
... enter the front door latch housing and potentially freeze. If this condition presents itself the customer may not be able to open the front doors using the outside door handle, or the door may not latch when the door is closed. Dealers are to seal the...
Dealer Empowerment Labor Operations and Customer Enthusiasm - 10/26/2016
... Vehicle Payment Expense have specific applications and inappropriate use will result in a debit.Customer Enthusiasm is a repair performed with GM participation, within the warranty period, where the product issue is not the result of a defect in material...
Customer Signatures - 10/26/2016
Customer signatures are a hot topic; specifically the lack thereof. Per Policies and Procedures, a customer's signature is the means for authorizing the dealership to work on their vehicle and it must be obtained at initial write-up and prior to any repairs ...
Important Reimbursement Rate Update - 03/21/2017
Effective March 13, 2017, the reimbursement amount for 2016/2017 Malibu vehicles equipped with a 1.5L engine serviced under the Chevrolet Complete Care maintenance program will be reimbursed at the original amount of $35. Claims dated on or after March...
Flush Codes on Customer Pay Job Cards - 04/17/2017
... recorded on the job card and entered in the appropriate field with the warranty transaction. A customer pay job card doesn’t have this documentation requirement. However, if a subsequent part warranty transaction is required, the flush code on...
Customer Advisory Letter 16098 - 01/23/2017
... aft-to-aft tank flex line and the midship-to-aft tank flex line, that may occur during fill-ups. Customers that experience this condition are to have a certified CNG technician inspect the flex lines to address potential conditions. The initial and subsequent...
Customer Satisfaction Program 17019 Clarification - 02/17/2017
The oil and filter part numbers required for the oil change procedure are to be submitted in the Parts field of the transaction. No amount should be entered in the net item field. The recall bulletin contains a list of oil part numbers; dealers are to ...
Customer Special Order Overnight (CSO-3) - 04/08/2016
CSO-3 is used when a part that is not in service agent inventory, and is not available locally, is required for a customer the next day. Only parts with an immediate customer requirement are to be ordered using CSO-3. Freight charges for CSO-3 parts are...
Customer Satisfaction Program 15036 - 04/08/2016
An initial supply of Trailer Hitch Platforms, part number 19333098, has been shipped to dealers to support dealer readiness to service vehicles associated with recall 15036. It is critical that dealers return trailer hitch cores as soon as possible. A ...
Warranty vs. Customer Pay Ratio - 05/24/2016
In 2015, the ratio of warranty work to customer pay work topped 40.2%, its highest level in the last 10 years that the figures were available. The 10 year average for the ratio is 32%, and its low came during the recession in 2009, when it was at 26%...
Warranty Coverage for Customer Purchased Parts & Accessories - 07/28/2016
... starts all over again. If a purchased part is sold over-the-counter and a new part is given to the customer, the warranty on the new part is only the balance of the original 12 month warranty. Part warranty transactions are submitted with transaction...
Customer Concern Not Duplicated - 06/25/2018
The collection of Customer Concern Not Duplicated labor operations are available to pay your technicians when they have justified time involved in diagnosing a vehicle, with the end result being, they could not find anything defective. If the operations...
Customer Enthusiasm is not a Policy Repair - 02/20/2018
Customer Enthusiasm is an option dealers have that allows payment from GM for repairs to a customer’s vehicle that is within the time and mileage limitations of the applicable warranty coverage, but the repair is not the result of a covered defect ...
Dealer Empowerment Labor Operations and Customer Enthusiasm - 06/25/2018
Bulletin 11-00-89-005 has been revised to update the Policy Guidelines and the Customer/Service Agent Participation Amount Transaction Processing sections. The PET is to be used once a determination has been made that a policy decision is appropriate...
What is Customer Enthusiasm? - 12/21/2017
It’s natural to think that customer enthusiasm would mean offering warranty assistance to a customer whose vehicle is out of warranty, however, that is not the case. Customer enthusiasm is an empowerment resource that is intended to assist with...
From Customer Pay to Warranty - 08/22/2017
When generating a job card, service advisors have options when it comes to pay type: warranty, customer pay, or internal. If a vehicle is still within the bumper-to-bumper warranty and the customer is not requesting a maintenance service, repair lines...
Required Operating Procedures - Acceptable Customer Signature - 06/19/2017
Electronic authorization (e.g. obtained by tablet) is acceptable as long as it is obtained prior to repairs being performed. The customer must acknowledge authorizing the repairs. E-signatures must be transferred to the job card.
Customer Authorization Unavailable - 05/22/2017
Service management authorization and signature is required prior to performing repair work on service agent owned vehicles except for ZFAT and ZPDI transaction type services, which are excluded from the requirement. Bulletin 04-00-89-015O.
Battery Warranty Reimbursement Prices - 10/02/2015
GM has released the latest battery warranty reimbursement price list, with pricing effective September 1, 2015. The list provides the GM part number, ACDelco part number, and the Dealer Reimbursement Rate. The list is published in the GM EPIC application...
Customer Owned CDs, DVDs, Nav Discs - 12/01/2015
The ESC will attempt to retrieve and return customer owned CDs, DVDs, or NAV discs that are stuck, jammed, or damaged in a return unit. In order to do so, the dealer must do the following: notify the ESC at time of order that the unit being sent contains...
Convertible Roof Cover Separation - Expiration Date Extended: This recall has been updated to announce an extended expiration date. The program has been extended to May 31, 2011. The recall affects certain 2008-2009 Chevrolet Corvette vehicles equipped ...
Customer Satisfaction Recall 09160A - 08/10/2010
Clutch Spring Fracture-Replace Clutch - Expiration Date Extended: This recall has been updated to announce an extended expiration date. The program has been extended to July 31, 2011. The recall affects certain 2009 Chevrolet Corvette ZR1 vehicles. ...
Customer Satisfaction Recall 09237C - 08/10/2010
... section. The service kit required for the repair on AWD vehicles in now available from GM Customer Care and Aftersales. The product enhancements affect certain 2010 Cadillac SRX vehicles. Dealers are to install a service kit for the propshaft rear center...
Customer Satisfaction Recall 10193 - 08/10/2010
Headliner Odor: Certain 2011 model year Buick Regal vehicles may produce an odor from the headliner. Dealers are to inspect, and if necessary, replace the headliner.
What Is Customer Enthusiasm? - 01/06/2010
It's natural to think that customer enthusiasm would mean offering goodwill assistance to a customer whose vehicle is out warranty. In Global Warranty, however, customer enthusiasm is a different kind of goodwill. There is a specific reason for checking...
Customer Satisfaction Recall 09104 - 01/06/2010
... enter the front door latch housing and potentially freeze. If this condition presents itself the customer may not be able to open the front doors using the outside door handle, or the door may not latch when the door is closed. Dealers are to seal the...
Dealer Empowerment Labor Operations and Customer Enthusiasm - 10/26/2016
... Vehicle Payment Expense have specific applications and inappropriate use will result in a debit.Customer Enthusiasm is a repair performed with GM participation, within the warranty period, where the product issue is not the result of a defect in material...
Customer Signatures - 10/26/2016
Customer signatures are a hot topic; specifically the lack thereof. Per Policies and Procedures, a customer's signature is the means for authorizing the dealership to work on their vehicle and it must be obtained at initial write-up and prior to any repairs ...
Important Reimbursement Rate Update - 03/21/2017
Effective March 13, 2017, the reimbursement amount for 2016/2017 Malibu vehicles equipped with a 1.5L engine serviced under the Chevrolet Complete Care maintenance program will be reimbursed at the original amount of $35. Claims dated on or after March...
Flush Codes on Customer Pay Job Cards - 04/17/2017
... recorded on the job card and entered in the appropriate field with the warranty transaction. A customer pay job card doesn’t have this documentation requirement. However, if a subsequent part warranty transaction is required, the flush code on...
Customer Advisory Letter 16098 - 01/23/2017
... aft-to-aft tank flex line and the midship-to-aft tank flex line, that may occur during fill-ups. Customers that experience this condition are to have a certified CNG technician inspect the flex lines to address potential conditions. The initial and subsequent...
Customer Satisfaction Program 17019 Clarification - 02/17/2017
The oil and filter part numbers required for the oil change procedure are to be submitted in the Parts field of the transaction. No amount should be entered in the net item field. The recall bulletin contains a list of oil part numbers; dealers are to ...
Customer Special Order Overnight (CSO-3) - 04/08/2016
CSO-3 is used when a part that is not in service agent inventory, and is not available locally, is required for a customer the next day. Only parts with an immediate customer requirement are to be ordered using CSO-3. Freight charges for CSO-3 parts are...
Customer Satisfaction Program 15036 - 04/08/2016
An initial supply of Trailer Hitch Platforms, part number 19333098, has been shipped to dealers to support dealer readiness to service vehicles associated with recall 15036. It is critical that dealers return trailer hitch cores as soon as possible. A ...
Warranty vs. Customer Pay Ratio - 05/24/2016
In 2015, the ratio of warranty work to customer pay work topped 40.2%, its highest level in the last 10 years that the figures were available. The 10 year average for the ratio is 32%, and its low came during the recession in 2009, when it was at 26%...
Warranty Coverage for Customer Purchased Parts & Accessories - 07/28/2016
... starts all over again. If a purchased part is sold over-the-counter and a new part is given to the customer, the warranty on the new part is only the balance of the original 12 month warranty. Part warranty transactions are submitted with transaction...
Customer Concern Not Duplicated - 06/25/2018
The collection of Customer Concern Not Duplicated labor operations are available to pay your technicians when they have justified time involved in diagnosing a vehicle, with the end result being, they could not find anything defective. If the operations...
Customer Enthusiasm is not a Policy Repair - 02/20/2018
Customer Enthusiasm is an option dealers have that allows payment from GM for repairs to a customer’s vehicle that is within the time and mileage limitations of the applicable warranty coverage, but the repair is not the result of a covered defect ...
Dealer Empowerment Labor Operations and Customer Enthusiasm - 06/25/2018
Bulletin 11-00-89-005 has been revised to update the Policy Guidelines and the Customer/Service Agent Participation Amount Transaction Processing sections. The PET is to be used once a determination has been made that a policy decision is appropriate...
What is Customer Enthusiasm? - 12/21/2017
It’s natural to think that customer enthusiasm would mean offering warranty assistance to a customer whose vehicle is out of warranty, however, that is not the case. Customer enthusiasm is an empowerment resource that is intended to assist with...
From Customer Pay to Warranty - 08/22/2017
When generating a job card, service advisors have options when it comes to pay type: warranty, customer pay, or internal. If a vehicle is still within the bumper-to-bumper warranty and the customer is not requesting a maintenance service, repair lines...
Required Operating Procedures - Acceptable Customer Signature - 06/19/2017
Electronic authorization (e.g. obtained by tablet) is acceptable as long as it is obtained prior to repairs being performed. The customer must acknowledge authorizing the repairs. E-signatures must be transferred to the job card.
Customer Authorization Unavailable - 05/22/2017
Service management authorization and signature is required prior to performing repair work on service agent owned vehicles except for ZFAT and ZPDI transaction type services, which are excluded from the requirement. Bulletin 04-00-89-015O.
Battery Warranty Reimbursement Prices - 10/02/2015
GM has released the latest battery warranty reimbursement price list, with pricing effective September 1, 2015. The list provides the GM part number, ACDelco part number, and the Dealer Reimbursement Rate. The list is published in the GM EPIC application...
Customer Owned CDs, DVDs, Nav Discs - 12/01/2015
The ESC will attempt to retrieve and return customer owned CDs, DVDs, or NAV discs that are stuck, jammed, or damaged in a return unit. In order to do so, the dealer must do the following: notify the ESC at time of order that the unit being sent contains...
When the Customer Does Not Return - 04/28/2015
... and when the keys came in, the parts department billed those keys to that job card. Some of these customers never returned to the dealership to have the recall completed, which left the dealership having to deal with the cost of the keys. The proper...
Customer Signature - 06/30/2015
It is not enough for your customer to simply sign a warranty job card; they must sign on a line that has the wording, "authorization to perform repairs," or wording similar to that. jlwarranty has received word that GM audit staff have found instances...
Customer Pay Service Offer - 11/25/2014
In early November, GM announced a national consumer service offer for $20 off $100 or more of customer paid service at a Chevrolet, Buick, GMC, or Cadillac dealership. The offer may be used toward a repair or service that is recommended or required by...
WPC and Core Reimbursement - 01/21/2015
When a part that has a core charge is requested to be sent to the Warranty Parts Center, service agents need to get reimbursed for that core by adjusting the warranty transaction it was originally billed out on. There is not an automatic credit. When ...
Saturn VTi Customer Goodwill Program - 01/21/2015
The Customer Goodwill Program for Saturn vehicles equipped with a VTi (CVT) transmission was discontinued on 12/31/14. GM records determined that there were no Saturn owners with vehicles that remain eligible for the program based on accrued time or miles....
Customer Concern Not Duplicated - 10/01/2013
... operations are as follows:8439919 Manual Transmission - Clutch: This operation is used when the customer has a concern with the clutch not engaging properly when shifting and the technician is unable to duplicate the concern.8449929 Manual Transmission:...
Customer Enthusiasm - 06/19/2013
... commonly accessed electrical system that can be affected by devices that are plugged in by the customer. When there is no vehicle defect in material or workmanship, dealers may still opt to cover the replacement of a fuse for the customer. This situation...
Customer Assistance Center - 07/30/2013
GM reports that about 200,000 customers a year contact the Customer Assistant Center rather than their dealership about a vehicle concern. When this happens, CAC advisors would often contact dealership service management and discussed the concern, with...
Customer Assistance Center Diagnosis Waiver - 06/06/2014
GM reports that approximately 200,000 customers a year contact the Customer Assistant Center rather than their dealership about a vehicle concern. When this happens, CAC advisors would often contact dealership service management to discuss the concern,...
Customer Satisfaction Recall 13426: Tail Lamp Gasket Seal - 05/09/2014
All vehicles that are involved in this bulletin are identified by VIN within IVH. Recall eligibility must be verified as not all similar vehicles are included in the recall. For those vehicles that are not identified in IVH and that may have a water leak ...
Customer Retention Stats - 02/27/2014
It's 6-7 times more expensive to acquire a new customer than to keep an old one89% of customers have stopped doing business with a company because of a poor customer experienceA customer is four times more likely to buy from a competitor if the issue...
$500 Customer Participation - 02/27/2014
How would you submit a policy decision transaction for a total repair cost of $2,000 with $500 customer participation? This question continues to cause confusion for service agents, specifically warranty administrators. There are some that believe that...
Customer States - 08/25/2020
... a repair, a MPVI, or state inspection, it should not be added to the job card with “Customer States,” since the customer did not express concern with the issue. In this scenario, the job card concern statement should reflect that the technician...
Reimbursement - 11/25/2020
Customers have two options when it comes to submitting reimbursement requests for product field actions. A request may be submitted with the dealer or it may be sent to GM directly. Due to a GM backlog of requests, it is recommended that the requests...
July 2021 Recall Update - 06/29/2021
... rocker panel protector at the time of purchase. Dealers are to provide the customer with a reimbursement check in the amount of $995. The recall is in effect until June 30, 2023. Customer Satisfaction Recall A212334960 Transmission Range Control Module...
Customer Signatures & Authorization to Perform Repair - 06/26/2019
Customer signatures are a hot topic; specifically the lack thereof. Per Policies and Procedures, a customer’s signature is the means for authorizing the dealership to work on their vehicle and it must be obtained at initial write-up and prior to ...
Customer Concern Not Duplicated Labor Operations - 03/27/2020
... service managers are hesitant to use CCND labor operations as they feel your customer may not be pleased that you did not correct a concern they had with their vehicle and if the labor operation is submitted and paid, it could generate a satisfaction...
Customer Signatures - 12/02/2019
A customer signature is required prior to any warranty repairs performed on their vehicle. This signature must be on the authorization to repair line of the shop copy of the job card at write up. An authorization to perform repairs statement must be included...
Customer Privacy - 12/02/2019
... your dealership is outside of California, it is a best practice to review your practices to ensure customer privacy is protected. Dealerships should be aware of the information they collect, store, and share so they understand their compliance risk....
Customer Concern Not Duplicated Bulletin Update - 10/25/2023
The Customer Concern Not Duplicated Bulletin, 22-NA-038 was recently revised. The bulletin applies to 2022-24 model year vehicles. CCND Bulletin 06-00-89-026 applies to 2021 and prior model year vehicles. In addition to including the 2024 model year,...
Customer Signature - 11/29/2023
... or email and signed and fully documented pre-write worksheets are considered acceptable forms of customer authorization. Policy requires that the alternative document is attached to the job card....
Customer Authorization Unavailable - 02/26/2024
If the service agent is unable to obtain an acceptable customer authorization to perform repair, service management must state the reason and sign on the authorization line on the job card prior to any repairs being performed. Service management approval...
Customer Authorization and Stock Units - 02/26/2024
The service manager must sign where the customer typically signs for new and used inventory vehicles, at time of write up. No additional 4-element authorization is required on job cards written by the service manager. Authorization is required when the...
Authorization to Perform Repairs " Customer Signature - 03/23/2024
Every policy and warranty job card requires a customer signature authorizing the dealer to perform the requested service/repairs. The customer signature under the Authorization to Perform Repair Statement on the job card must be obtained at initial write...
Customer Concern Not Duplicated Labor Operations - 04/26/2022
... by service management without the involvement of a skilled technician are not eligible for CCND reimbursement. Technicians must be properly trained in the area being diagnosed. Some dealers may be hesitant to use CCND labor operations as there is the...
... and when the keys came in, the parts department billed those keys to that job card. Some of these customers never returned to the dealership to have the recall completed, which left the dealership having to deal with the cost of the keys. The proper...
Customer Signature - 06/30/2015
It is not enough for your customer to simply sign a warranty job card; they must sign on a line that has the wording, "authorization to perform repairs," or wording similar to that. jlwarranty has received word that GM audit staff have found instances...
Customer Pay Service Offer - 11/25/2014
In early November, GM announced a national consumer service offer for $20 off $100 or more of customer paid service at a Chevrolet, Buick, GMC, or Cadillac dealership. The offer may be used toward a repair or service that is recommended or required by...
WPC and Core Reimbursement - 01/21/2015
When a part that has a core charge is requested to be sent to the Warranty Parts Center, service agents need to get reimbursed for that core by adjusting the warranty transaction it was originally billed out on. There is not an automatic credit. When ...
Saturn VTi Customer Goodwill Program - 01/21/2015
The Customer Goodwill Program for Saturn vehicles equipped with a VTi (CVT) transmission was discontinued on 12/31/14. GM records determined that there were no Saturn owners with vehicles that remain eligible for the program based on accrued time or miles....
Customer Concern Not Duplicated - 10/01/2013
... operations are as follows:8439919 Manual Transmission - Clutch: This operation is used when the customer has a concern with the clutch not engaging properly when shifting and the technician is unable to duplicate the concern.8449929 Manual Transmission:...
Customer Enthusiasm - 06/19/2013
... commonly accessed electrical system that can be affected by devices that are plugged in by the customer. When there is no vehicle defect in material or workmanship, dealers may still opt to cover the replacement of a fuse for the customer. This situation...
Customer Assistance Center - 07/30/2013
GM reports that about 200,000 customers a year contact the Customer Assistant Center rather than their dealership about a vehicle concern. When this happens, CAC advisors would often contact dealership service management and discussed the concern, with...
Customer Assistance Center Diagnosis Waiver - 06/06/2014
GM reports that approximately 200,000 customers a year contact the Customer Assistant Center rather than their dealership about a vehicle concern. When this happens, CAC advisors would often contact dealership service management to discuss the concern,...
Customer Satisfaction Recall 13426: Tail Lamp Gasket Seal - 05/09/2014
All vehicles that are involved in this bulletin are identified by VIN within IVH. Recall eligibility must be verified as not all similar vehicles are included in the recall. For those vehicles that are not identified in IVH and that may have a water leak ...
Customer Retention Stats - 02/27/2014
It's 6-7 times more expensive to acquire a new customer than to keep an old one89% of customers have stopped doing business with a company because of a poor customer experienceA customer is four times more likely to buy from a competitor if the issue...
$500 Customer Participation - 02/27/2014
How would you submit a policy decision transaction for a total repair cost of $2,000 with $500 customer participation? This question continues to cause confusion for service agents, specifically warranty administrators. There are some that believe that...
Customer States - 08/25/2020
... a repair, a MPVI, or state inspection, it should not be added to the job card with “Customer States,” since the customer did not express concern with the issue. In this scenario, the job card concern statement should reflect that the technician...
Reimbursement - 11/25/2020
Customers have two options when it comes to submitting reimbursement requests for product field actions. A request may be submitted with the dealer or it may be sent to GM directly. Due to a GM backlog of requests, it is recommended that the requests...
July 2021 Recall Update - 06/29/2021
... rocker panel protector at the time of purchase. Dealers are to provide the customer with a reimbursement check in the amount of $995. The recall is in effect until June 30, 2023. Customer Satisfaction Recall A212334960 Transmission Range Control Module...
Customer Signatures & Authorization to Perform Repair - 06/26/2019
Customer signatures are a hot topic; specifically the lack thereof. Per Policies and Procedures, a customer’s signature is the means for authorizing the dealership to work on their vehicle and it must be obtained at initial write-up and prior to ...
Customer Concern Not Duplicated Labor Operations - 03/27/2020
... service managers are hesitant to use CCND labor operations as they feel your customer may not be pleased that you did not correct a concern they had with their vehicle and if the labor operation is submitted and paid, it could generate a satisfaction...
Customer Signatures - 12/02/2019
A customer signature is required prior to any warranty repairs performed on their vehicle. This signature must be on the authorization to repair line of the shop copy of the job card at write up. An authorization to perform repairs statement must be included...
Customer Privacy - 12/02/2019
... your dealership is outside of California, it is a best practice to review your practices to ensure customer privacy is protected. Dealerships should be aware of the information they collect, store, and share so they understand their compliance risk....
Customer Concern Not Duplicated Bulletin Update - 10/25/2023
The Customer Concern Not Duplicated Bulletin, 22-NA-038 was recently revised. The bulletin applies to 2022-24 model year vehicles. CCND Bulletin 06-00-89-026 applies to 2021 and prior model year vehicles. In addition to including the 2024 model year,...
Customer Signature - 11/29/2023
... or email and signed and fully documented pre-write worksheets are considered acceptable forms of customer authorization. Policy requires that the alternative document is attached to the job card....
Customer Authorization Unavailable - 02/26/2024
If the service agent is unable to obtain an acceptable customer authorization to perform repair, service management must state the reason and sign on the authorization line on the job card prior to any repairs being performed. Service management approval...
Customer Authorization and Stock Units - 02/26/2024
The service manager must sign where the customer typically signs for new and used inventory vehicles, at time of write up. No additional 4-element authorization is required on job cards written by the service manager. Authorization is required when the...
Authorization to Perform Repairs " Customer Signature - 03/23/2024
Every policy and warranty job card requires a customer signature authorizing the dealer to perform the requested service/repairs. The customer signature under the Authorization to Perform Repair Statement on the job card must be obtained at initial write...
Customer Concern Not Duplicated Labor Operations - 04/26/2022
... by service management without the involvement of a skilled technician are not eligible for CCND reimbursement. Technicians must be properly trained in the area being diagnosed. Some dealers may be hesitant to use CCND labor operations as there is the...
Customer Enthusiasm Guidelines - 01/27/2022
A Customer Enthusiasm repair is a repair performed, with GM participation, within the warranty period, where the product issue is NOT the result of a defect in material or workmanship. This expense would normally be customer responsibility and in this...
Increased reimbursement rates for maintenance programs - 12/01/2021
The Chevrolet Complete Care, GMC Pro Grade Protection, and Experience Buick Maintenance Programs increased the reimbursement rates for the included maintenance program, effective November 1, 2021. The rate increases were implemented to cover the rising...
Customer Concern Verification Sheets - 08/22/2022
... most important aspects of a service advisor’s job is getting a solid, detailed, and accurate customer concern. Having said that, it isn’t always an easy task. Technicians rely on service advisors to listen to the problems the customer...
Customer Enthusiasm - 11/22/2022
... a covered defect in material or workmanship. No pre or post GM approval is required when offering Customer Enthusiasm assistance. Dealers are empowered to extend assistance on a case-by-case basis to maintain customer satisfaction and retention. A 50%...
Rental Reimbursement - 11/21/2022
... daily rental rate these companies are charging. GM requested that dealers not leave it up to the customer to get their own rental. Rather, they recommend that dealers reach out to their local 3rd party rental agencies on the customer’s behalf and...
Customer Signatures and Acceptable Alternatives - 01/24/2023
Warranty job cards, including policy repairs, must be authorized by your customer. This authorization happens when the customer signs the hard/shop copy of the job card. The customer’s signature MUST be obtained prior to any work being performed...
Dealer Aftersales Empowerment Portal - 04/26/2022
... provides dealers with the ability to perform three different processes to help resolve customer issues. Access to the portal is based on the user’s GlobalConnect ID role access. The three available processes are as follows: Aftersales Empowerment...
Did You Know? - 07/30/2019
... the GM Service Policies & Procedures Manual. The Dealer Empowerment Labor Operations and Customer Enthusiasm bulletin, 11-00-89-005, contains key terms and definitions that outline the empowerment program, special labor operations that may...
Disclosure Requirements - 09/27/2016
... or recycled parts on new vehicles that are not supplied by GM, it must be disclosed to the customer about to purchase the modified vehicle. This holds true when selling aftermarket service contracts as well. The intent is to make sure the customer understands...
Upcoming Safety Recall 13454 and 14063 - 04/03/2014
... recalls in two recently released Global Messages. Courtesy transportation is available for customers who express concern about driving their vehicle and request alternate transportation. The service manager is empowered to provide the customer with...
Maintenance - 07/03/2013
... plan listed on the vehicle's IVH report with specific time and mileage parameters. When a customer visits the dealership with one of those plans, the Sierra Pro-Grade Protection plan for example, where do you find information on how to proceed?These...
Part Number Requests - 09/04/2013
How does your parts department handle calls from customers who just want the part number, but not the price, so they can purchase the part they need elsewhere? These types of calls come from people who are doing their own research to find the part at...
Maintenance Offers - 10/08/2012
... select group of Chevrolet and GMC truck owners are eligible for either $25, $35 or $50 off of a customer pay manufacturer approved service. Select 1988 to current model year, bought new still retained (BNSR) Silverado, Avalanche and Sierra owners as...
GM Authorization - 02/28/2023
... as a net item expense rather than in the parts field. Another inputting error example occurs when customer participation or customer reimbursement expenses are entered in the miscellaneous net item field. 3. Non-warranty coverage. Repair expenses associated...
New Year, New Compliance Initiative - 12/26/2023
... often overlooked, not completed in full, or simply provide inaccurate information. “Missing Customer Authorization to proceed with repairs” is a commonly missed deviation. Each policy and warranty job card must be signed by the customer authorizing...
Smart Care and Smart Care Wraps - 01/10/2014
... oil and filter service, and tire rotation. The reimbursement rate is dependent on the plan the customer purchases. Both IVH and CARES will identify the plan for the VIN, which dictates the reimbursement amount. Service intervals are to be performed...
GM Authorization - 02/20/2018
... as a net item expense rather than in the parts field. Another inputting error example occurs when customer participation or customer reimbursement expenses are entered in the miscellaneous net item field. 3. Non-warranty coverage. Repair expenses associated...
Goodwill Tools - 06/25/2018
... for non-warranty repairs, GM provides specific goodwill tools designed to assist the dealer with customer satisfaction and retention. The tools include OnStar plan options, Maintenance Letter for a one-time future service or maintenance visit, Component...
October 2022 Recall Update - 09/26/2022
... coverage bulletin involves certain 2010-17 Chevrolet Equinox and GMC Terrain vehicles. Customer Satisfaction Recall N212354522 Heated Vented Seats Retrofit Due to Chip Shortage: A total of approximately 23,000 vehicles are included in the retrofit...
Reject of the Month - April 2020 - 03/27/2020
In early 2020 a customer with a 2015 GMC Yukon visited their local service department for reimbursement of a tail lamp repair that had been performed on their vehicle. The customer had recently received notification that their vehicle was part of the...
April 2021 Recall Update - 03/22/2021
Safety Recall A202307261-01 Loss of Brake Assist: The recall bulletin has been updated to include a copy of the customer notification letter. The recall affects certain 2020 Cadillac CT4, CT5 and 2021 Chevrolet Trailblazer vehicles. Safety Recall...
Shuttle - 11/22/2022
Many dealers take their service customers home, to work, or wherever they need to be while their vehicle is in the service department undergoing repairs. If those repairs are warranty repairs, with the exception of warranty maintenance and recall repairs...
Dealer Empowerment - 02/26/2024
... to make decisions at their level, which is closest to the circumstances, the vehicle and the customer, rather than relying on GM involvement for each and every decision. Dealers begin with a standard level of dealer empowerment, Level 6, in GWM. This...
Understanding the New Courtesy Transportation Guidelines - 06/19/2017
... These changes restricted courtesy transportation options to the following situations only: The customer’s vehicle is within the New Vehicle Limited Warranty and the repair is covered under this warranty. The exception to this is GM covered maintenance...
The Early Bird - Night Drop - 12/21/2017
... that dealers have been given increased flexibility with policies relating to documents that the customer uses to request and authorize vehicle repairs at your service department. Policy states that the following fields must be included on the EB/ND...
A Customer Enthusiasm repair is a repair performed, with GM participation, within the warranty period, where the product issue is NOT the result of a defect in material or workmanship. This expense would normally be customer responsibility and in this...
Increased reimbursement rates for maintenance programs - 12/01/2021
The Chevrolet Complete Care, GMC Pro Grade Protection, and Experience Buick Maintenance Programs increased the reimbursement rates for the included maintenance program, effective November 1, 2021. The rate increases were implemented to cover the rising...
Customer Concern Verification Sheets - 08/22/2022
... most important aspects of a service advisor’s job is getting a solid, detailed, and accurate customer concern. Having said that, it isn’t always an easy task. Technicians rely on service advisors to listen to the problems the customer...
Customer Enthusiasm - 11/22/2022
... a covered defect in material or workmanship. No pre or post GM approval is required when offering Customer Enthusiasm assistance. Dealers are empowered to extend assistance on a case-by-case basis to maintain customer satisfaction and retention. A 50%...
Rental Reimbursement - 11/21/2022
... daily rental rate these companies are charging. GM requested that dealers not leave it up to the customer to get their own rental. Rather, they recommend that dealers reach out to their local 3rd party rental agencies on the customer’s behalf and...
Customer Signatures and Acceptable Alternatives - 01/24/2023
Warranty job cards, including policy repairs, must be authorized by your customer. This authorization happens when the customer signs the hard/shop copy of the job card. The customer’s signature MUST be obtained prior to any work being performed...
Dealer Aftersales Empowerment Portal - 04/26/2022
... provides dealers with the ability to perform three different processes to help resolve customer issues. Access to the portal is based on the user’s GlobalConnect ID role access. The three available processes are as follows: Aftersales Empowerment...
Did You Know? - 07/30/2019
... the GM Service Policies & Procedures Manual. The Dealer Empowerment Labor Operations and Customer Enthusiasm bulletin, 11-00-89-005, contains key terms and definitions that outline the empowerment program, special labor operations that may...
Disclosure Requirements - 09/27/2016
... or recycled parts on new vehicles that are not supplied by GM, it must be disclosed to the customer about to purchase the modified vehicle. This holds true when selling aftermarket service contracts as well. The intent is to make sure the customer understands...
Upcoming Safety Recall 13454 and 14063 - 04/03/2014
... recalls in two recently released Global Messages. Courtesy transportation is available for customers who express concern about driving their vehicle and request alternate transportation. The service manager is empowered to provide the customer with...
Maintenance - 07/03/2013
... plan listed on the vehicle's IVH report with specific time and mileage parameters. When a customer visits the dealership with one of those plans, the Sierra Pro-Grade Protection plan for example, where do you find information on how to proceed?These...
Part Number Requests - 09/04/2013
How does your parts department handle calls from customers who just want the part number, but not the price, so they can purchase the part they need elsewhere? These types of calls come from people who are doing their own research to find the part at...
Maintenance Offers - 10/08/2012
... select group of Chevrolet and GMC truck owners are eligible for either $25, $35 or $50 off of a customer pay manufacturer approved service. Select 1988 to current model year, bought new still retained (BNSR) Silverado, Avalanche and Sierra owners as...
GM Authorization - 02/28/2023
... as a net item expense rather than in the parts field. Another inputting error example occurs when customer participation or customer reimbursement expenses are entered in the miscellaneous net item field. 3. Non-warranty coverage. Repair expenses associated...
New Year, New Compliance Initiative - 12/26/2023
... often overlooked, not completed in full, or simply provide inaccurate information. “Missing Customer Authorization to proceed with repairs” is a commonly missed deviation. Each policy and warranty job card must be signed by the customer authorizing...
Smart Care and Smart Care Wraps - 01/10/2014
... oil and filter service, and tire rotation. The reimbursement rate is dependent on the plan the customer purchases. Both IVH and CARES will identify the plan for the VIN, which dictates the reimbursement amount. Service intervals are to be performed...
GM Authorization - 02/20/2018
... as a net item expense rather than in the parts field. Another inputting error example occurs when customer participation or customer reimbursement expenses are entered in the miscellaneous net item field. 3. Non-warranty coverage. Repair expenses associated...
Goodwill Tools - 06/25/2018
... for non-warranty repairs, GM provides specific goodwill tools designed to assist the dealer with customer satisfaction and retention. The tools include OnStar plan options, Maintenance Letter for a one-time future service or maintenance visit, Component...
October 2022 Recall Update - 09/26/2022
... coverage bulletin involves certain 2010-17 Chevrolet Equinox and GMC Terrain vehicles. Customer Satisfaction Recall N212354522 Heated Vented Seats Retrofit Due to Chip Shortage: A total of approximately 23,000 vehicles are included in the retrofit...
Reject of the Month - April 2020 - 03/27/2020
In early 2020 a customer with a 2015 GMC Yukon visited their local service department for reimbursement of a tail lamp repair that had been performed on their vehicle. The customer had recently received notification that their vehicle was part of the...
April 2021 Recall Update - 03/22/2021
Safety Recall A202307261-01 Loss of Brake Assist: The recall bulletin has been updated to include a copy of the customer notification letter. The recall affects certain 2020 Cadillac CT4, CT5 and 2021 Chevrolet Trailblazer vehicles. Safety Recall...
Shuttle - 11/22/2022
Many dealers take their service customers home, to work, or wherever they need to be while their vehicle is in the service department undergoing repairs. If those repairs are warranty repairs, with the exception of warranty maintenance and recall repairs...
Dealer Empowerment - 02/26/2024
... to make decisions at their level, which is closest to the circumstances, the vehicle and the customer, rather than relying on GM involvement for each and every decision. Dealers begin with a standard level of dealer empowerment, Level 6, in GWM. This...
Understanding the New Courtesy Transportation Guidelines - 06/19/2017
... These changes restricted courtesy transportation options to the following situations only: The customer’s vehicle is within the New Vehicle Limited Warranty and the repair is covered under this warranty. The exception to this is GM covered maintenance...
The Early Bird - Night Drop - 12/21/2017
... that dealers have been given increased flexibility with policies relating to documents that the customer uses to request and authorize vehicle repairs at your service department. Policy states that the following fields must be included on the EB/ND...
Roadside Assistance - 05/24/2016
... be the 5 year/100,000 mile powertrain coverage. While Roadside Assistance is explained in the customer's owner's manual, too few people actually read their owner's manual and aren't aware they even have this value added service. Roadside Assistance should...
GM Employee Discount for Service - 03/01/2016
... year. The program offers all US GM salaried, hourly, and retired employees a discount towards any customer-pay service or parts purchase at participating US dealerships. Active employees and retirees that spend $25 or more in the service lane, in...
Updated GM Requirements for Maintenance Services - 01/28/2014
... of the percent oil life remaining, to coincide with the mileage recommended for a tire rotation.Customers who insist on more frequent oil changes may have their request honored, but they should first be informed that their maintenance plan only allows...
Ignition Switch Recall & Courtesy Transportation - 05/09/2014
Key Points: Service management must approve courtesy transportation before the customer receives the courtesy transportation vehicle by submitting for authorization on the Aftersales Empowerment Portal. Dealers do not have to wait for DMA approval...
Ignition Recall Update - 06/06/2014
The GM Ignition Recall Safety Information website, www.gmignitionupdate.com, has been enhanced to provide customers with the ability to initiate a parts request for ignition recall parts. The customer's request is sent to the GM Customer Assistance...
Maintenance Offers - 08/09/2012
... on September 30, 2012. A manifest is posted in the middle of each month in order to follow up with customers that have received the offer. Reimbursement is a fixed amount; either $20 for conventional or dexos1 oil or $45 for diesel oil. Job cards are...
Missed Revenue - Parts Inventory - 02/04/2010
On a cold, snowy day a customer visited their local dealership to inquire about new tires for his vehicle. The customer was looking for a cost effective solution to improve navigation on the icy, slippery roads. Another customer brought their vehicle...
Best Practices - 01/24/2013
... are followed in a dealership service department, fewer mistakes and omissions are made and your customers will always know what to expect from you. Your employees will also know what is expected of them. While there may always be a few employees who...
March 2017 Recall Update - 02/17/2017
... with this field action will appear as “closed” in IVH, effective February 8, 2017. Customers that have already had the recall performed will be advised to return the vehicle to the dealer if they experience a Service Engine Soon light. In...
Shuttle Service: Is Your Dealership Claiming It? - 11/29/2018
GM’s Courtesy Transportation Program provides a variety of alternative transportation options for your customers. These options include a rental vehicle, fuel reimbursement, public transportation reimbursement, and shuttle service. Three of these...
Required Operating Procedures-Authorization Matrix - 05/22/2018
... is required to provide authorization supporting their decision with the following items: Customer signature not available Changes after initial write-up regarding who is responsible for the repair expense Added Operation Warranty on dealer owned...
Courtesy Transportation Program Coverage & Eligibility - 03/22/2021
... for any of these four services include: Warranty repairs for all GM vehicle purchase/lease customers and GM company-owned vehicle drivers within the Bumper-to-Bumper, Powertrain and/or Hybrid specific (8 year/100,000) and Federal Emissions coverage...
Towing Limitations - 10/01/2021
When it comes to getting a customer’s vehicle towed to your dealership, there are two options. The first is to have the customer contact Roadside Assistance and the second is to contact a local tow company. If using Roadside Assistance, there will...
Policy Evaluation Tool Pilot Program - 05/23/2023
... on or after April 25th, GM is piloting the removal of the GM requirement for dealers to charge customers at warranty rates for Policy repairs. This change does not impact the requirement for warranty rates to be used in the Policy Evaluation Tool and...
October 2016 Recall Update - 09/27/2016
... the proper sealing of the replacement valve cover gasket. The updated bulletin also includes the customer letter. The recall affects certain 1997-2003 Buick Regal GS and Pontiac Grand Prix GTP vehicles equipped with a 3.8L V6 Supercharged Engine. Safety...
Empowerment - 11/25/2014
Empowerment: The Dealer Empowerment Labor Operations and Customer Enthusiasm Bulletin, 11-00-89-005H, was updated in early November. The revision now contains the 2015 model year and provides two new Goodwill Tools. The effective date for the revised...
Business Choice Maintenance Plan - 02/26/2013
... operations of their business and not solely for transportation purposes. Proof that the customer is a business owner is required. Beginning January 3, 2013, all eligible Business Choice customers who purchase their vehicle on or after this...
Qualifying for a Rental Vehicle - 02/07/2012
... public transportation reimbursement, and shuttle to and/or from home, work, or wherever the customer needs to be.Some powertrain repairs require that the vehicle be in the dealership overnight, as the repairs are extensive enough that they cannot be...
Parts Expedite Revisions - 04/27/2011
... expediting program was developed several years ago to accomplish one goal: To reduce the need for customers having to return to the dealership to have an ordered part replaced. It has been well proven that customer satisfaction will increase when your...
Recall Completion - 06/30/2011
... had been open for several months. The GM representative's comments on the reject were to get the customer in to the dealership to complete the open recall then resubmit.In the case of this particular VIN, the open recall was for the removal of the heated...
No Problem Found Claims Handling - 06/30/2011
No Problem Found (NPF) or Customer Concern Not Duplicated (CCND), situations present a unique challenge for dealers. For starters, they may leave the customer unsatisfied. Unresolved customer concerns reflect poorly on the dealership because it compromises...
Completing the Repair - 04/12/2011
... the department may not perform to an acceptable level leaving room for error or for unsatisfied customers.The entire service visit must run smoothly and effectively to ensure customer satisfaction with the quality of service they have received. Anything...
Filing and Supporting Documentation - 01/21/2015
... forms, if applicableMidtronics battery warranty code and test resultsAlternative customer signature documentCourtesy transportation rental agreements and receipts for taxi, bus, fuel, etc.Invoices for non-GM parts purchasesInvoices for outside GM parts...
Parts and Accessories Warranty Coverage - 07/03/2013
... warranty eligibility, which means they must have access to the original job card given to the customer after the repair is made. If the customer cannot find their original job card invoice, verification may be made through the service agent's DMS system....
Reducing Comebacks - 11/29/2016
For many customers, bringing their vehicle into your dealership for service is an inconvenience. It’s an even greater inconvenience if they have to bring it back a second time for the same concern. There is a bulletin, 01-00-89-010, that provides...
... be the 5 year/100,000 mile powertrain coverage. While Roadside Assistance is explained in the customer's owner's manual, too few people actually read their owner's manual and aren't aware they even have this value added service. Roadside Assistance should...
GM Employee Discount for Service - 03/01/2016
... year. The program offers all US GM salaried, hourly, and retired employees a discount towards any customer-pay service or parts purchase at participating US dealerships. Active employees and retirees that spend $25 or more in the service lane, in...
Updated GM Requirements for Maintenance Services - 01/28/2014
... of the percent oil life remaining, to coincide with the mileage recommended for a tire rotation.Customers who insist on more frequent oil changes may have their request honored, but they should first be informed that their maintenance plan only allows...
Ignition Switch Recall & Courtesy Transportation - 05/09/2014
Key Points: Service management must approve courtesy transportation before the customer receives the courtesy transportation vehicle by submitting for authorization on the Aftersales Empowerment Portal. Dealers do not have to wait for DMA approval...
Ignition Recall Update - 06/06/2014
The GM Ignition Recall Safety Information website, www.gmignitionupdate.com, has been enhanced to provide customers with the ability to initiate a parts request for ignition recall parts. The customer's request is sent to the GM Customer Assistance...
Maintenance Offers - 08/09/2012
... on September 30, 2012. A manifest is posted in the middle of each month in order to follow up with customers that have received the offer. Reimbursement is a fixed amount; either $20 for conventional or dexos1 oil or $45 for diesel oil. Job cards are...
Missed Revenue - Parts Inventory - 02/04/2010
On a cold, snowy day a customer visited their local dealership to inquire about new tires for his vehicle. The customer was looking for a cost effective solution to improve navigation on the icy, slippery roads. Another customer brought their vehicle...
Best Practices - 01/24/2013
... are followed in a dealership service department, fewer mistakes and omissions are made and your customers will always know what to expect from you. Your employees will also know what is expected of them. While there may always be a few employees who...
March 2017 Recall Update - 02/17/2017
... with this field action will appear as “closed” in IVH, effective February 8, 2017. Customers that have already had the recall performed will be advised to return the vehicle to the dealer if they experience a Service Engine Soon light. In...
Shuttle Service: Is Your Dealership Claiming It? - 11/29/2018
GM’s Courtesy Transportation Program provides a variety of alternative transportation options for your customers. These options include a rental vehicle, fuel reimbursement, public transportation reimbursement, and shuttle service. Three of these...
Required Operating Procedures-Authorization Matrix - 05/22/2018
... is required to provide authorization supporting their decision with the following items: Customer signature not available Changes after initial write-up regarding who is responsible for the repair expense Added Operation Warranty on dealer owned...
Courtesy Transportation Program Coverage & Eligibility - 03/22/2021
... for any of these four services include: Warranty repairs for all GM vehicle purchase/lease customers and GM company-owned vehicle drivers within the Bumper-to-Bumper, Powertrain and/or Hybrid specific (8 year/100,000) and Federal Emissions coverage...
Towing Limitations - 10/01/2021
When it comes to getting a customer’s vehicle towed to your dealership, there are two options. The first is to have the customer contact Roadside Assistance and the second is to contact a local tow company. If using Roadside Assistance, there will...
Policy Evaluation Tool Pilot Program - 05/23/2023
... on or after April 25th, GM is piloting the removal of the GM requirement for dealers to charge customers at warranty rates for Policy repairs. This change does not impact the requirement for warranty rates to be used in the Policy Evaluation Tool and...
October 2016 Recall Update - 09/27/2016
... the proper sealing of the replacement valve cover gasket. The updated bulletin also includes the customer letter. The recall affects certain 1997-2003 Buick Regal GS and Pontiac Grand Prix GTP vehicles equipped with a 3.8L V6 Supercharged Engine. Safety...
Empowerment - 11/25/2014
Empowerment: The Dealer Empowerment Labor Operations and Customer Enthusiasm Bulletin, 11-00-89-005H, was updated in early November. The revision now contains the 2015 model year and provides two new Goodwill Tools. The effective date for the revised...
Business Choice Maintenance Plan - 02/26/2013
... operations of their business and not solely for transportation purposes. Proof that the customer is a business owner is required. Beginning January 3, 2013, all eligible Business Choice customers who purchase their vehicle on or after this...
Qualifying for a Rental Vehicle - 02/07/2012
... public transportation reimbursement, and shuttle to and/or from home, work, or wherever the customer needs to be.Some powertrain repairs require that the vehicle be in the dealership overnight, as the repairs are extensive enough that they cannot be...
Parts Expedite Revisions - 04/27/2011
... expediting program was developed several years ago to accomplish one goal: To reduce the need for customers having to return to the dealership to have an ordered part replaced. It has been well proven that customer satisfaction will increase when your...
Recall Completion - 06/30/2011
... had been open for several months. The GM representative's comments on the reject were to get the customer in to the dealership to complete the open recall then resubmit.In the case of this particular VIN, the open recall was for the removal of the heated...
No Problem Found Claims Handling - 06/30/2011
No Problem Found (NPF) or Customer Concern Not Duplicated (CCND), situations present a unique challenge for dealers. For starters, they may leave the customer unsatisfied. Unresolved customer concerns reflect poorly on the dealership because it compromises...
Completing the Repair - 04/12/2011
... the department may not perform to an acceptable level leaving room for error or for unsatisfied customers.The entire service visit must run smoothly and effectively to ensure customer satisfaction with the quality of service they have received. Anything...
Filing and Supporting Documentation - 01/21/2015
... forms, if applicableMidtronics battery warranty code and test resultsAlternative customer signature documentCourtesy transportation rental agreements and receipts for taxi, bus, fuel, etc.Invoices for non-GM parts purchasesInvoices for outside GM parts...
Parts and Accessories Warranty Coverage - 07/03/2013
... warranty eligibility, which means they must have access to the original job card given to the customer after the repair is made. If the customer cannot find their original job card invoice, verification may be made through the service agent's DMS system....
Reducing Comebacks - 11/29/2016
For many customers, bringing their vehicle into your dealership for service is an inconvenience. It’s an even greater inconvenience if they have to bring it back a second time for the same concern. There is a bulletin, 01-00-89-010, that provides...
New Battery Transaction Requirements - 04/28/2016
If you replace a battery on your customer's 2016 or 2017 vehicle, the transaction will need to be routed for GM authorization. Attach a copy of the GR8 test printout to the warranty transaction to ensure timely payment. This change came about as...
Signatures - 10/23/2018
Every warranty job card must have a customer signature prior to any repairs being performed. When it is not possible to obtain any form of acceptable customer authorization, service management must state the reason and sign on the authorization line on...
May 2023 Recall Update - 04/25/2023
Customer Satisfaction Recall N222371150-03 Heated Steering Wheel Retrofit: The recall bulletin has been revised to include detail on the required T50 impact Torx bit. One tool may be claimed per dealership. The recall affects certain 2022-23 Buick Encore ...
Rental Vehicle Damage - 12/29/2020
GM recently published a report of Best Practices when dealing with a customer that damaged your rental vehicle and subsequently, their insurance company. Obviously, the situation can be contentious and if full disclosure wasn’t discussed at the...
February 2016 Recall Update - 02/02/2016
Customer Satisfaction Program 13426A: Tail Lamp Gasket Seal: The recall bulletin has been revised to update the service procedure and warranty transaction information. The bulletin includes instructions for water damage caused to the trunk interior trim ...
Limited Lifetime Parts Warranty Service Offer - 01/24/2013
GM has announced the $25 off, $250 Customer Pay Service Offer for New LLPW Parts. The offer may be used toward $250 or more of customer paid service at a Chevrolet, Buick, GMC and Cadillac dealerships, for a repair or service recommended or required by...
May 2013 Recall Update - 05/14/2013
... part. Upcoming Safety Recall 13030: Supplemental Restraint System Electronic Control Module: Customer letters have been sent advising owners of certain 2003-2004 Pontiac Vibe vehicles that the ECM for the SRS in these vehicles could have been manufactured...
Revised - $5 Dexos Credit - 01/19/2012
... dexos 1 synthetic blend oil for all 2011 and newer vehicles that come into the dealership for a customer pay lube, oil, filter service through December 31, 2012. Excluded from the program are 2011 and newer Cadillac vehicles with Cadillac Premium Care...
Recall Completion - 07/28/2016
... made with no recourse for resubmission. GM takes recall completion very seriously. If your customer is unaware of the fact there is an open recall on their vehicle, the service advisor must take the time to explain what the recall is for. Customers...
OnTRAC Renew & Switch - 05/29/2020
... Renew feature was created to assist dealers with managing loans coming up on 30 days, where the customer remains in the same CTP unit. When using this feature, it will be the same customer, same vehicle, but with a newly created rental agreement. Here...
Corvette and Camaro Maintenance - 07/30/2019
The Chevrolet Complete Care Maintenance Program has increased the reimbursement ceiling for the 2019 model year Corvette and Camaro. The change is due to the change in Mobil 1 ESP formula oil. Maintenance on 2019MY Corvette vehicles with engine RPO LT1,...
Roadside Assistance Program - 02/27/2024
... when purchasing a new GM vehicle. Among other things, Roadside provides towing at no cost to the customer when needed. GM contracts with participating tow companies to provide this service. The process begins when the customer contacts Roadside, available...
Add On Repair Approvals - 07/27/2022
Any warranty or policy concern that is not expressed orally or in writing by the customer at the initial write-up is considered an add on repair. Most add on repairs are found by technicians. If a technician finds a defect on a vehicle, that is still...
June 2020 Recall Update - 05/28/2020
... Three vehicles are included in the recall population that requires issuing the customer a reimbursement check. The recall is in effect until May 31, 2022. Emissions Recall N202298790 Unable to Set DTC with Air-Fuel Imbalance: A total of 76 vehicles...
Open Recalls - 09/27/2016
... it is still extremely important to GM that recalls are completed both for safety reasons and customer satisfaction. Dealers that received debits as a result of this policy were unable to recoup the PDI reimbursement. Every dealership must have...
Concern Not Duplicated - 09/25/2018
Customer concern not duplicated, or to some, no problem found, describes a situation where a technician has made an attempt to diagnose and repair a customer’s concern, but in the end, no defect could be found. There are a series of labor operations, ...
Authorization to Perform Repairs - 04/23/2018
Every warranty job card must have a customer signature prior to any repairs being performed. The job card must also include a statement that contains the phrase “Authorization to Repair” with the customer signature line. If the customer is...
July 2014 Recall Update - 07/01/2014
Safety Recall 14030B: Side Impact Airbag Connector-Revised: The bulletin has been revised to include a copy of the customer letter. The recall applies to some 2009 and all 2010-2013 Chevrolet Traverse vehicles, and some 2008-2009 and all 2010 Saturn Outlook...
April 2014 Recall Update - 04/03/2014
Customer Satisfaction Program 09132E: Power Steering Hose Leak: The recall program has been updated to reflect an extended expiration date of February 28, 2015. Vehicles involved include certain 2006 Chevrolet Impala, Monte Carlo (V6 & V8 engine), ...
Warranty Parts Expediting - 08/05/2014
... the costs involved in obtaining needed warranty parts. The intent of this program is to improve customer satisfaction and reduce comebacks by repairing the concern at the initial service visit. The program allows for two options; to purchase a part from...
Audits Suspended - 09/09/2014
GM has recognized the increased amount of customer contact many dealerships are facing, brought on by the significant increase in recalls. Dealership personnel are dealing with increased service drive traffic and an increase in phone calls. Everyone's...
Reject of the Month - 03/26/2015
... number of recall claims on a daily basis. During this time dealerships were working with customers and vehicles that may have never been in the store for service. Many times the customer was solely in the dealership for the completion of a recall. As...
Going With the Flow Chart - 03/08/2012
... adjust your routine accordingly. Service AdvisorTechnicianWarranty AdministratorGreet the customer.Understand and verify the customer's concern and diagnose the cause of failure through Strategy Based Diagnostics (DTC, SI, PI, Bulletins, etc.)....
September 2012 Recall Update - 08/30/2012
... necessary vehicle information from being accessed during an emission test. In the event that a customer requests reimbursement, the dealer must still perform the service procedure listed within the recall bulletin. The use of the reimbursement labour...
Watch those recalls - 11/18/2010
... this information can have a significant impact on service in three distinct ways. First, your customer will be better served and kept safe. Next, you'll communicate clearly to your customer that their safety is your top priority. This will improve the...
If you replace a battery on your customer's 2016 or 2017 vehicle, the transaction will need to be routed for GM authorization. Attach a copy of the GR8 test printout to the warranty transaction to ensure timely payment. This change came about as...
Signatures - 10/23/2018
Every warranty job card must have a customer signature prior to any repairs being performed. When it is not possible to obtain any form of acceptable customer authorization, service management must state the reason and sign on the authorization line on...
May 2023 Recall Update - 04/25/2023
Customer Satisfaction Recall N222371150-03 Heated Steering Wheel Retrofit: The recall bulletin has been revised to include detail on the required T50 impact Torx bit. One tool may be claimed per dealership. The recall affects certain 2022-23 Buick Encore ...
Rental Vehicle Damage - 12/29/2020
GM recently published a report of Best Practices when dealing with a customer that damaged your rental vehicle and subsequently, their insurance company. Obviously, the situation can be contentious and if full disclosure wasn’t discussed at the...
February 2016 Recall Update - 02/02/2016
Customer Satisfaction Program 13426A: Tail Lamp Gasket Seal: The recall bulletin has been revised to update the service procedure and warranty transaction information. The bulletin includes instructions for water damage caused to the trunk interior trim ...
Limited Lifetime Parts Warranty Service Offer - 01/24/2013
GM has announced the $25 off, $250 Customer Pay Service Offer for New LLPW Parts. The offer may be used toward $250 or more of customer paid service at a Chevrolet, Buick, GMC and Cadillac dealerships, for a repair or service recommended or required by...
May 2013 Recall Update - 05/14/2013
... part. Upcoming Safety Recall 13030: Supplemental Restraint System Electronic Control Module: Customer letters have been sent advising owners of certain 2003-2004 Pontiac Vibe vehicles that the ECM for the SRS in these vehicles could have been manufactured...
Revised - $5 Dexos Credit - 01/19/2012
... dexos 1 synthetic blend oil for all 2011 and newer vehicles that come into the dealership for a customer pay lube, oil, filter service through December 31, 2012. Excluded from the program are 2011 and newer Cadillac vehicles with Cadillac Premium Care...
Recall Completion - 07/28/2016
... made with no recourse for resubmission. GM takes recall completion very seriously. If your customer is unaware of the fact there is an open recall on their vehicle, the service advisor must take the time to explain what the recall is for. Customers...
OnTRAC Renew & Switch - 05/29/2020
... Renew feature was created to assist dealers with managing loans coming up on 30 days, where the customer remains in the same CTP unit. When using this feature, it will be the same customer, same vehicle, but with a newly created rental agreement. Here...
Corvette and Camaro Maintenance - 07/30/2019
The Chevrolet Complete Care Maintenance Program has increased the reimbursement ceiling for the 2019 model year Corvette and Camaro. The change is due to the change in Mobil 1 ESP formula oil. Maintenance on 2019MY Corvette vehicles with engine RPO LT1,...
Roadside Assistance Program - 02/27/2024
... when purchasing a new GM vehicle. Among other things, Roadside provides towing at no cost to the customer when needed. GM contracts with participating tow companies to provide this service. The process begins when the customer contacts Roadside, available...
Add On Repair Approvals - 07/27/2022
Any warranty or policy concern that is not expressed orally or in writing by the customer at the initial write-up is considered an add on repair. Most add on repairs are found by technicians. If a technician finds a defect on a vehicle, that is still...
June 2020 Recall Update - 05/28/2020
... Three vehicles are included in the recall population that requires issuing the customer a reimbursement check. The recall is in effect until May 31, 2022. Emissions Recall N202298790 Unable to Set DTC with Air-Fuel Imbalance: A total of 76 vehicles...
Open Recalls - 09/27/2016
... it is still extremely important to GM that recalls are completed both for safety reasons and customer satisfaction. Dealers that received debits as a result of this policy were unable to recoup the PDI reimbursement. Every dealership must have...
Concern Not Duplicated - 09/25/2018
Customer concern not duplicated, or to some, no problem found, describes a situation where a technician has made an attempt to diagnose and repair a customer’s concern, but in the end, no defect could be found. There are a series of labor operations, ...
Authorization to Perform Repairs - 04/23/2018
Every warranty job card must have a customer signature prior to any repairs being performed. The job card must also include a statement that contains the phrase “Authorization to Repair” with the customer signature line. If the customer is...
July 2014 Recall Update - 07/01/2014
Safety Recall 14030B: Side Impact Airbag Connector-Revised: The bulletin has been revised to include a copy of the customer letter. The recall applies to some 2009 and all 2010-2013 Chevrolet Traverse vehicles, and some 2008-2009 and all 2010 Saturn Outlook...
April 2014 Recall Update - 04/03/2014
Customer Satisfaction Program 09132E: Power Steering Hose Leak: The recall program has been updated to reflect an extended expiration date of February 28, 2015. Vehicles involved include certain 2006 Chevrolet Impala, Monte Carlo (V6 & V8 engine), ...
Warranty Parts Expediting - 08/05/2014
... the costs involved in obtaining needed warranty parts. The intent of this program is to improve customer satisfaction and reduce comebacks by repairing the concern at the initial service visit. The program allows for two options; to purchase a part from...
Audits Suspended - 09/09/2014
GM has recognized the increased amount of customer contact many dealerships are facing, brought on by the significant increase in recalls. Dealership personnel are dealing with increased service drive traffic and an increase in phone calls. Everyone's...
Reject of the Month - 03/26/2015
... number of recall claims on a daily basis. During this time dealerships were working with customers and vehicles that may have never been in the store for service. Many times the customer was solely in the dealership for the completion of a recall. As...
Going With the Flow Chart - 03/08/2012
... adjust your routine accordingly. Service AdvisorTechnicianWarranty AdministratorGreet the customer.Understand and verify the customer's concern and diagnose the cause of failure through Strategy Based Diagnostics (DTC, SI, PI, Bulletins, etc.)....
September 2012 Recall Update - 08/30/2012
... necessary vehicle information from being accessed during an emission test. In the event that a customer requests reimbursement, the dealer must still perform the service procedure listed within the recall bulletin. The use of the reimbursement labour...
Watch those recalls - 11/18/2010
... this information can have a significant impact on service in three distinct ways. First, your customer will be better served and kept safe. Next, you'll communicate clearly to your customer that their safety is your top priority. This will improve the...
Certified Elite Program - 06/08/2011
... following are the expectations GM has established to be a part of this select program:New Vehicle Customer Retention - To hit this target, your new vehicle customer retention must be at 36% or greater. When you create a service department that your customers'...
From the Desk of a Service Manager - 01/06/2010
... inspections as part of your everyday service routine not only creates opportunities for increased customer pay, but it may also increase the number of warranty added (add-on) operations. As a result of these added warranty conditions...
From the Desk of a Service Manager - 05/12/2010
... that directly affect the dealership team. First and foremost in the service manager's mind is customer satisfaction and retention with reducing business expenses a close second. While successfully running the department the manager is still working to...
Policy Update - 03/11/2013
Customer Satisfaction Program 12293 was recently announced for certain 2013 Cadillac ATS, CTS, and XTS vehicles. Customers are being asked to visit their selling dealer to have their CUE system updated. In order to expedite the repair process, GM ...
Free Agent Audit: - 08/09/2012
... Offer Program. The private service offer was for select Saturn, Pontiac, Hummer and retained brand customers whose dealership had closed. The service provided up to four oil changes, tire rotations and 27-point inspection over the course of a year. The...
Ignition Switch Recalls - 10/02/2015
... card offer. To complete the gift card offer warranty claim process complete the repair of the customer's vehicle, then submit the claim for reimbursement via GWM using the appropriate recall labor operation. No further dealer action is required...
2014 Certified Service Retail Plan - 02/27/2014
... Service Retail Plan in the months of September and October, 2013, are seeing increases in their customer pay business, service lane revenue, as well as improved customer retention. The 2014 Program offers the following motivations for customers...
Disclosure of non-GM parts & non-GM Service Contracts - 07/03/2013
... sources, a comparable non-GM part may be used. Use of a non-GM part must be approved by the customer for a warranty repair. The circumstances surrounding the use of a non-GM part must be clearly documented on the job card and the customer must receive...
October 2018 Recall Update - 09/25/2018
... regarding a loss of assist or other electrical issues with reference to bulletin 18-NA-161. Customer Satisfaction Recall 17297-03: High Voltage Battery Pack Low Cell: The service procedure within the bulletin has been revised to reflect the different...
Policy Repair Guidelines - 01/23/2017
... than 150,000 miles. With this empowerment, policy can be offered to Cadillac and Buick customers up to two years beyond the expiration of their bumper-to-bumper warranty; Chevrolet and GMC customers up to three years. Cadillac and Buick powertrain...
Authorization to Perform Repairs - 08/30/2021
Warranty job cards, including policy repairs, must be authorized by your customer. This authorization happens when the customer signs the job card. The customer’s signature MUST be obtained prior to any work being performed on the vehicle. A signature...
Required Job Card Information - 12/29/2020
... attached to the job card to support the requirement. P&P Article 6.2.1 states that “all customer and vehicle information is to be completed accurately at the time of job card write-up”. A hand-written in-service date noted on the job...
CAM-03 Form - 08/29/2023
Your customers have the right to refuse to have a recall completed on their vehicle. Most don’t, but if you do run into this situation, you will need to fill out the Field Action Status Change Form CAM-03 found in GlobalConnect in the Service Forms...
Claiming Courtesy Transportation - 10/25/2023
Courtesy transportation is important to dealership customers as this may be their only means of transportation while their vehicle is in your shop. GM offers the following four options: Rental Vehicles, Shuttles, Fuel Reimbursement, & Public Transportation. While...
September 2023 Recall Update - 08/29/2023
... to offer the vehicle to be sent back to have the upfit installed or provide the customer with a reimbursement check for the missing accessories. Depending on the VIN, reimbursement ranges from $207 to $357. The recall affects certain 2022-23 Chevrolet...
March 2023 Recall Update - 02/28/2023
... SOC” sections. The changes are intended to bring this dealer bulletin current to existing customer facing State of Charge (SOC) guidance. The revision includes the requirement of documenting the SOC prior to repair in the Reference Number field...
Comeback Prevention - 04/29/2020
... purpose of this bulletin is to provide a single point reference and strategy to aid in reducing customer comebacks and the possibility of buyback situations. This 24 page bulletin is large and the intent of this article is to simply highlight a few of...
Required Job Card Information - 01/03/2020
... reviewing, printing, and attaching to the job card. P&P Article 3.2.2 states that “all customer and vehicle information is to be completed accurately at the time of job card write-up”. Hand writing the in-service date on the job card...
Comeback Prevention - 04/29/2020
... purpose of this bulletin is to provide a single point reference and strategy to aid in reducing customer comebacks and the possibility of buyback situations. This 24 page bulletin is large and the intent of this article is to simply highlight a few of...
January 2016 Recall Update - 01/11/2016
Customer Satisfaction Program 09184C: Material Over SDM Retaining Moisture: The recall bulletin has been updated to clarify step 5 of the service procedure. The recall affects certain 2007-2009 Chevrolet Silverado and GMC Sierra vehicles that are currently ...
2013 Chevrolet Silverado 1500 Maintenance Program - 04/12/2013
... of the vehicle. There is a maximum of 4 service events within the 2 year/24,000 mile plan. A customer who purchased or leased a 2013 Silverado 1500 from a participating agent will need to sign a customer acknowledgement form and a copy is to be...
Buick & GMC Anniversary Service Offer - 09/19/2011
GM recently announced a new customer retention service offer to those owners that have not had their vehicle in for service for 12 months or more. The offer will include a LOF, rotation, and 27-Point inspection. As always ACDelco oil/filter products must...
Where Are The Floor Mats? - 10/14/2011
... be several weeks before the supplier is able to resume full production.GM will send a letter to customers who have already taken delivery of one of the affected vehicles, explaining the situation and when the floor mats are available. The letter will...
Special Coverage 10054D - 10/14/2011
... at the end of the summer and is unique in that GM is only covering half of the repair. The customer is responsible for the other half of the repair charges, at warranty rates. Customers with an extended warranty service contract do not have to pay for...
Tire Pre-Repair Authorization - 08/30/2012
... question was recently raised that was not addressed in the bulletin or in P&P. A dealer made a customer enthusiasm decision for a customer and their 2012 GMC Sierra with 4,000 miles. The customer had a non-repairable hole in their tire, requiring...
... following are the expectations GM has established to be a part of this select program:New Vehicle Customer Retention - To hit this target, your new vehicle customer retention must be at 36% or greater. When you create a service department that your customers'...
From the Desk of a Service Manager - 01/06/2010
... inspections as part of your everyday service routine not only creates opportunities for increased customer pay, but it may also increase the number of warranty added (add-on) operations. As a result of these added warranty conditions...
From the Desk of a Service Manager - 05/12/2010
... that directly affect the dealership team. First and foremost in the service manager's mind is customer satisfaction and retention with reducing business expenses a close second. While successfully running the department the manager is still working to...
Policy Update - 03/11/2013
Customer Satisfaction Program 12293 was recently announced for certain 2013 Cadillac ATS, CTS, and XTS vehicles. Customers are being asked to visit their selling dealer to have their CUE system updated. In order to expedite the repair process, GM ...
Free Agent Audit: - 08/09/2012
... Offer Program. The private service offer was for select Saturn, Pontiac, Hummer and retained brand customers whose dealership had closed. The service provided up to four oil changes, tire rotations and 27-point inspection over the course of a year. The...
Ignition Switch Recalls - 10/02/2015
... card offer. To complete the gift card offer warranty claim process complete the repair of the customer's vehicle, then submit the claim for reimbursement via GWM using the appropriate recall labor operation. No further dealer action is required...
2014 Certified Service Retail Plan - 02/27/2014
... Service Retail Plan in the months of September and October, 2013, are seeing increases in their customer pay business, service lane revenue, as well as improved customer retention. The 2014 Program offers the following motivations for customers...
Disclosure of non-GM parts & non-GM Service Contracts - 07/03/2013
... sources, a comparable non-GM part may be used. Use of a non-GM part must be approved by the customer for a warranty repair. The circumstances surrounding the use of a non-GM part must be clearly documented on the job card and the customer must receive...
October 2018 Recall Update - 09/25/2018
... regarding a loss of assist or other electrical issues with reference to bulletin 18-NA-161. Customer Satisfaction Recall 17297-03: High Voltage Battery Pack Low Cell: The service procedure within the bulletin has been revised to reflect the different...
Policy Repair Guidelines - 01/23/2017
... than 150,000 miles. With this empowerment, policy can be offered to Cadillac and Buick customers up to two years beyond the expiration of their bumper-to-bumper warranty; Chevrolet and GMC customers up to three years. Cadillac and Buick powertrain...
Authorization to Perform Repairs - 08/30/2021
Warranty job cards, including policy repairs, must be authorized by your customer. This authorization happens when the customer signs the job card. The customer’s signature MUST be obtained prior to any work being performed on the vehicle. A signature...
Required Job Card Information - 12/29/2020
... attached to the job card to support the requirement. P&P Article 6.2.1 states that “all customer and vehicle information is to be completed accurately at the time of job card write-up”. A hand-written in-service date noted on the job...
CAM-03 Form - 08/29/2023
Your customers have the right to refuse to have a recall completed on their vehicle. Most don’t, but if you do run into this situation, you will need to fill out the Field Action Status Change Form CAM-03 found in GlobalConnect in the Service Forms...
Claiming Courtesy Transportation - 10/25/2023
Courtesy transportation is important to dealership customers as this may be their only means of transportation while their vehicle is in your shop. GM offers the following four options: Rental Vehicles, Shuttles, Fuel Reimbursement, & Public Transportation. While...
September 2023 Recall Update - 08/29/2023
... to offer the vehicle to be sent back to have the upfit installed or provide the customer with a reimbursement check for the missing accessories. Depending on the VIN, reimbursement ranges from $207 to $357. The recall affects certain 2022-23 Chevrolet...
March 2023 Recall Update - 02/28/2023
... SOC” sections. The changes are intended to bring this dealer bulletin current to existing customer facing State of Charge (SOC) guidance. The revision includes the requirement of documenting the SOC prior to repair in the Reference Number field...
Comeback Prevention - 04/29/2020
... purpose of this bulletin is to provide a single point reference and strategy to aid in reducing customer comebacks and the possibility of buyback situations. This 24 page bulletin is large and the intent of this article is to simply highlight a few of...
Required Job Card Information - 01/03/2020
... reviewing, printing, and attaching to the job card. P&P Article 3.2.2 states that “all customer and vehicle information is to be completed accurately at the time of job card write-up”. Hand writing the in-service date on the job card...
Comeback Prevention - 04/29/2020
... purpose of this bulletin is to provide a single point reference and strategy to aid in reducing customer comebacks and the possibility of buyback situations. This 24 page bulletin is large and the intent of this article is to simply highlight a few of...
January 2016 Recall Update - 01/11/2016
Customer Satisfaction Program 09184C: Material Over SDM Retaining Moisture: The recall bulletin has been updated to clarify step 5 of the service procedure. The recall affects certain 2007-2009 Chevrolet Silverado and GMC Sierra vehicles that are currently ...
2013 Chevrolet Silverado 1500 Maintenance Program - 04/12/2013
... of the vehicle. There is a maximum of 4 service events within the 2 year/24,000 mile plan. A customer who purchased or leased a 2013 Silverado 1500 from a participating agent will need to sign a customer acknowledgement form and a copy is to be...
Buick & GMC Anniversary Service Offer - 09/19/2011
GM recently announced a new customer retention service offer to those owners that have not had their vehicle in for service for 12 months or more. The offer will include a LOF, rotation, and 27-Point inspection. As always ACDelco oil/filter products must...
Where Are The Floor Mats? - 10/14/2011
... be several weeks before the supplier is able to resume full production.GM will send a letter to customers who have already taken delivery of one of the affected vehicles, explaining the situation and when the floor mats are available. The letter will...
Special Coverage 10054D - 10/14/2011
... at the end of the summer and is unique in that GM is only covering half of the repair. The customer is responsible for the other half of the repair charges, at warranty rates. Customers with an extended warranty service contract do not have to pay for...
Tire Pre-Repair Authorization - 08/30/2012
... question was recently raised that was not addressed in the bulletin or in P&P. A dealer made a customer enthusiasm decision for a customer and their 2012 GMC Sierra with 4,000 miles. The customer had a non-repairable hole in their tire, requiring...
GMPP Rental Vehicle Claims - 08/09/2012
There are detailed policies in place for GMPP rental vehicle claims. As always, confirm the customer's rental eligibility and coverage limits through IVH or GMPP Cares Online. Coverage limits vary the contract year and type. Dealers must comply with the...
Dealer Installed Accessories - 06/06/2012
A customer with a 2012 Chevrolet Silverado ordered several accessories for their new truck at their Chevrolet dealership. The customer eagerly awaited their arrival so they could be installed on his vehicle. The customer was very pleased when the...
September 2016 Recall Update - 08/23/2016
... to certain 2013 Cadillac ATS and Chevrolet Malibu vehicles equipped with a 2.0L turbo/2.5L engine. Customer Satisfaction Program 15827: Emergency Vehicle Reduced Power: There are approximately 430 vehicles involved in the recall, that despite prior service,...
Should a Second Owner Receive a Policy Repair? - 09/04/2013
... owners. If the vehicle was sold at the repairing dealership, this will be easy to confirm. If the customer bought the vehicle elsewhere, the customer must provide proof of the purchase. Carfax reports are a great tool to determine how many times the...
March 2014 Recall Update - 02/27/2014
Upcoming Safety Recall 13420 & 13421: Update Customer Letter Mailing: In early December, 2013, dealers were advised of upcoming recall 13420. The recall involves certain 2012-2013 model year Chevrolet Silverado and GMC Sierra Chassis Cab vehicles...
Full Disclosure - 02/27/2014
... to the sale, or installs an accessory or part not supplied by GM, it must be disclosed to the customer. This disclosure must be documented on the customer's sales agreement, including the statement that the modification is not warranted by GM. Additionally,...
The Empowerment Portal - 01/11/2016
... tools include the Service Manager, and Parts & Service Director. Service Advisor and Customer Relations Managers have limited access, Policy Calculator and Reference Material, to the Dealer Aftersales Empowerment tools. To determine which tools you...
Concern Not Duplicated Labor Operations - 12/01/2015
As expected, when a technician spends time attempting to diagnose what a customer feels is a problem with their vehicle but in the end they can't duplicate that concern, they still want to be paid. GM has 42 labor operations published in the Labor Time...
Authorization to Perform Repairs - 12/01/2015
Authorization by the customer to perform warranty or policy repairs must be obtained at the time of write-up and prior to any repairs being performed. The "Authorization to Perform Repairs" statement must be included on every job card. The following...
Older and Non-GM Rental Vehicles - 09/09/2014
... they were waiving the requirement for current model year, or one year prior, vehicles be given to customers as rental vehicles. Administrative Message, G_0000190527, also contains a statement that a non-GM vehicle may be used for a rental if a GM vehicle...
Reject of the Month - 10/03/2014
... discussed the situation with the service manager and due to the vehicle's low miles and the customer's relationship with the dealership, a policy decision was offered. The manager accessed the Empowerment Portal in Global and determined the amount the...
January 2015 Recall Update - 12/19/2014
Customer Satisfaction 09184B: The recall has been revised to include all vehicles currently or previously registered in Alaska. The bulletin also contains an update to the Condition statement and to the Service Procedure.Safety Recall 13146: Low Beam ...
September 2021 Recall Update - 08/30/2021
... Acadia, 2020-21 Chevrolet Silverado 1500 and GMC Sierra 1500 vehicles are included in the program. Customer Satisfaction Recall N212326940-01 Engine Oil Cooler Lines Detaching from Crimp: The recall update addresses the labor time in the warranty section...
New Year, New Compliance Initiative - 01/05/2023
... often overlooked, not completed in full, or simply provide inaccurate information. “Missing Customer Authorization” is a commonly missed deviation. A customer must provide consent to proceed with repairs, including added repairs after initial...
Job Card Requirements - 10/26/2021
... specific information. The job card open date is automatically generated in the DMS and if the customer bought the vehicle from your dealership, the VIN and customer contact information will be saved as well. Even though this information is saved, service...
Warranty Solicitation Policy - 12/01/2021
... dealers from calling, mailing, distributing materials, advertising, or otherwise communicating to customers for the correction of warranty or Special Coverage conditions where no customer notification has been made by GM. Under the “Warranty Solicitation...
Job Card Write-Up and Final Closeout - 05/23/2023
Service Policies and Procedures Manual Article 6.2.1 states that all customer and vehicle information is to be completed accurately at the time of job card write-up and must include the following: Job card open date indicating when the vehicle...
February 2024 Recall Update - 01/29/2024
... is parked. Dealers will reprogram the BCM to address the concern and provide the customer with a reimbursement check in the amount of $100.00 USD. The bulletin affects certain 2024 Cadillac CT5 vehicles equipped with hands free decklid option and carbon...
GM Approvals - 03/23/2024
... decisions are referred to GM rather than the dealer, so the dealer is taken out of the middle when customers are seeking warranty replacement of certain items. The pre-approval process also alerts GM Brand Quality to any supplier quality issues so they...
Missing Modules - 02/23/2022
... in late January. It provides helpful information regarding vehicle features and options on some customer’s vehicles that are not activated due to the shortage of semiconductors. Select 2022 model year vehicles have been built without these specific...
Disclosure Requirements - 04/26/2022
Most GM dealers use GM, or GM approved parts for both warranty and customer pay repairs. When it comes to customer pay repairs, dealerships can install non-GM parts if that is what the customer wants, but it is a requirement that it is fully disclosed...
Job Card Write-Up and Final Closeout - 05/26/2021
The following is an excerpt from the Policies and Procedures manual, Article 6.2.1: It is a requirement that all customer and vehicle information is to be completed accurately at the time of job card write-up and must include the following: Job card...
PDI's, Fluid Adds, and DEF Fluid - 09/22/2020
... service, field actions, and any repairs prior to delivery are important to both the dealer and GM. Customer satisfaction is directly impacted by the condition of the vehicle at the time of delivery and the manner in which the vehicle is presented to...
Swapping Components between Vehicles - 01/21/2019
GM recognizes that taking a known, good part from a stock vehicle to aid in diagnosing a defect in a customer’s vehicle can be very useful in determining what part needs to be replaced to correct a customer’s concern. However, the part...
Recall Vehicle Action Report - 11/25/2014
You can't force your customer to have a recall performed on their vehicle. After all, it is their vehicle. When viewing IVH, a requirement whenever any vehicle enters your service department, service advisors are supposed to check the "Required Field...
There are detailed policies in place for GMPP rental vehicle claims. As always, confirm the customer's rental eligibility and coverage limits through IVH or GMPP Cares Online. Coverage limits vary the contract year and type. Dealers must comply with the...
Dealer Installed Accessories - 06/06/2012
A customer with a 2012 Chevrolet Silverado ordered several accessories for their new truck at their Chevrolet dealership. The customer eagerly awaited their arrival so they could be installed on his vehicle. The customer was very pleased when the...
September 2016 Recall Update - 08/23/2016
... to certain 2013 Cadillac ATS and Chevrolet Malibu vehicles equipped with a 2.0L turbo/2.5L engine. Customer Satisfaction Program 15827: Emergency Vehicle Reduced Power: There are approximately 430 vehicles involved in the recall, that despite prior service,...
Should a Second Owner Receive a Policy Repair? - 09/04/2013
... owners. If the vehicle was sold at the repairing dealership, this will be easy to confirm. If the customer bought the vehicle elsewhere, the customer must provide proof of the purchase. Carfax reports are a great tool to determine how many times the...
March 2014 Recall Update - 02/27/2014
Upcoming Safety Recall 13420 & 13421: Update Customer Letter Mailing: In early December, 2013, dealers were advised of upcoming recall 13420. The recall involves certain 2012-2013 model year Chevrolet Silverado and GMC Sierra Chassis Cab vehicles...
Full Disclosure - 02/27/2014
... to the sale, or installs an accessory or part not supplied by GM, it must be disclosed to the customer. This disclosure must be documented on the customer's sales agreement, including the statement that the modification is not warranted by GM. Additionally,...
The Empowerment Portal - 01/11/2016
... tools include the Service Manager, and Parts & Service Director. Service Advisor and Customer Relations Managers have limited access, Policy Calculator and Reference Material, to the Dealer Aftersales Empowerment tools. To determine which tools you...
Concern Not Duplicated Labor Operations - 12/01/2015
As expected, when a technician spends time attempting to diagnose what a customer feels is a problem with their vehicle but in the end they can't duplicate that concern, they still want to be paid. GM has 42 labor operations published in the Labor Time...
Authorization to Perform Repairs - 12/01/2015
Authorization by the customer to perform warranty or policy repairs must be obtained at the time of write-up and prior to any repairs being performed. The "Authorization to Perform Repairs" statement must be included on every job card. The following...
Older and Non-GM Rental Vehicles - 09/09/2014
... they were waiving the requirement for current model year, or one year prior, vehicles be given to customers as rental vehicles. Administrative Message, G_0000190527, also contains a statement that a non-GM vehicle may be used for a rental if a GM vehicle...
Reject of the Month - 10/03/2014
... discussed the situation with the service manager and due to the vehicle's low miles and the customer's relationship with the dealership, a policy decision was offered. The manager accessed the Empowerment Portal in Global and determined the amount the...
January 2015 Recall Update - 12/19/2014
Customer Satisfaction 09184B: The recall has been revised to include all vehicles currently or previously registered in Alaska. The bulletin also contains an update to the Condition statement and to the Service Procedure.Safety Recall 13146: Low Beam ...
September 2021 Recall Update - 08/30/2021
... Acadia, 2020-21 Chevrolet Silverado 1500 and GMC Sierra 1500 vehicles are included in the program. Customer Satisfaction Recall N212326940-01 Engine Oil Cooler Lines Detaching from Crimp: The recall update addresses the labor time in the warranty section...
New Year, New Compliance Initiative - 01/05/2023
... often overlooked, not completed in full, or simply provide inaccurate information. “Missing Customer Authorization” is a commonly missed deviation. A customer must provide consent to proceed with repairs, including added repairs after initial...
Job Card Requirements - 10/26/2021
... specific information. The job card open date is automatically generated in the DMS and if the customer bought the vehicle from your dealership, the VIN and customer contact information will be saved as well. Even though this information is saved, service...
Warranty Solicitation Policy - 12/01/2021
... dealers from calling, mailing, distributing materials, advertising, or otherwise communicating to customers for the correction of warranty or Special Coverage conditions where no customer notification has been made by GM. Under the “Warranty Solicitation...
Job Card Write-Up and Final Closeout - 05/23/2023
Service Policies and Procedures Manual Article 6.2.1 states that all customer and vehicle information is to be completed accurately at the time of job card write-up and must include the following: Job card open date indicating when the vehicle...
February 2024 Recall Update - 01/29/2024
... is parked. Dealers will reprogram the BCM to address the concern and provide the customer with a reimbursement check in the amount of $100.00 USD. The bulletin affects certain 2024 Cadillac CT5 vehicles equipped with hands free decklid option and carbon...
GM Approvals - 03/23/2024
... decisions are referred to GM rather than the dealer, so the dealer is taken out of the middle when customers are seeking warranty replacement of certain items. The pre-approval process also alerts GM Brand Quality to any supplier quality issues so they...
Missing Modules - 02/23/2022
... in late January. It provides helpful information regarding vehicle features and options on some customer’s vehicles that are not activated due to the shortage of semiconductors. Select 2022 model year vehicles have been built without these specific...
Disclosure Requirements - 04/26/2022
Most GM dealers use GM, or GM approved parts for both warranty and customer pay repairs. When it comes to customer pay repairs, dealerships can install non-GM parts if that is what the customer wants, but it is a requirement that it is fully disclosed...
Job Card Write-Up and Final Closeout - 05/26/2021
The following is an excerpt from the Policies and Procedures manual, Article 6.2.1: It is a requirement that all customer and vehicle information is to be completed accurately at the time of job card write-up and must include the following: Job card...
PDI's, Fluid Adds, and DEF Fluid - 09/22/2020
... service, field actions, and any repairs prior to delivery are important to both the dealer and GM. Customer satisfaction is directly impacted by the condition of the vehicle at the time of delivery and the manner in which the vehicle is presented to...
Swapping Components between Vehicles - 01/21/2019
GM recognizes that taking a known, good part from a stock vehicle to aid in diagnosing a defect in a customer’s vehicle can be very useful in determining what part needs to be replaced to correct a customer’s concern. However, the part...
Recall Vehicle Action Report - 11/25/2014
You can't force your customer to have a recall performed on their vehicle. After all, it is their vehicle. When viewing IVH, a requirement whenever any vehicle enters your service department, service advisors are supposed to check the "Required Field...
March 2015 Recall Update - 02/23/2015
Customer Satisfaction Program 13322A: Navigation Radio Loss of Customer Settings: An update has been added to the service procedure of the recall campaign. The procedure now begins with an inspection of the existing software version to determine whether ...
September 2014 Recall Update - 09/09/2014
... within the recall has been revised and technicians are no longer required to contact the Techline Customer Support Center to reprogram the ECM. Certain 2011-2013 Chevrolet Express and GMC Savana vehicles equipped with gasoline and LPG fuel engines are...
September 2015 Recall Update - 09/03/2015
... vehicles have been added to the recall population. The recall affects the HDM module. For customers that bring their vehicle into the dealership with a condition that indicates that the HDM is not functioning, install the current HDM service part as...
Claiming Six or More Rental Days - 02/23/2015
... management approval, it's important to note that rental vehicles, with the exception of Cadillac customers, are only supposed to be given to customers whose vehicles will be at the dealership overnight. From bulletin 07-00-87-037: When an eligible vehicle...
Reject of the Month - 06/06/2014
... than 5,000 miles on odometer) many of you will be able relate to the circumstances surrounding the customer's visit and potential for rejects associated with it.The owner of the truck brought their vehicle to their local dealership for the following...
2013 Policy & Procedure Update - 06/19/2013
... components, transmissions, transmission components and transfer cases. Article 1.1.4: GM Customer Care and Aftersales replaced the Limited Lifetime Service Guarantee program and as of January 1, 2013, began offering the Certified Service Limited...
Battery Replacement Requirements - 06/19/2013
... and have a valid replace decision warranty code are to be replaced under warranty. When a customer purchases a battery, warranty coverage is through ACDelco. Batteries sold after March 1, 2012, are not prorated. Therefore, a customer pay battery...
Servicing Vehicles from Canada - 04/28/2016
A vehicle that was built for and sold in Canada will display kilometers on the odometer. If a Canadian customer is visiting the U.S. and has a vehicle breakdown, they can take their vehicle to a same franchise US dealership, or if crossline rules apply,...
Selecting the Correct Labor Operation - 04/08/2016
... labor operation should be chosen based on the causal part when a part has been replaced. Each customer concern should result in one repair line, unless otherwise directed by a service bulletin.If the customer has multiple concerns, those concerns...
Compliance - 03/21/2017
... Transportation & Field Actions: Courtesy transportation may be provided to the customer during a field action repair and submitted for reimbursement if the vehicle is within the bumper-to-bumper warranty or if the involved component is currently...
The Waiting Room - 03/21/2017
... complimentary snacks, the best most dealers can hope for is to create an atmosphere where the customer can ignore the fact that they would rather be somewhere else. A resurrected trend in the hospitality industry is pointing to a better way to keep customers...
Swapping Components between Vehicles - 01/22/2018
GM recognizes that taking a known good part from a stock vehicle to aid in diagnosing a defect in a customer’s vehicle can be very useful in determining what part needs to be replaced to correct a customer’s concern. However, the part that...
Maintenance Plans - 09/27/2017
... several complimentary maintenance plans with the intent of helping your dealership create customer loyalty. When a customer brings their GM vehicle back to their selling dealership for their maintenance needs, it substantially increases the chance that...
Mobil 1 Upgrade - 10/23/2017
... 1 upgrade ($20, $27, or $34) from the customer. Dealers will continue to submit for the regular reimbursement amount they would have received if ACDelco dexos was used. The amount associated with the Mobil 1 upgrade may not be claimed on the warrant...
Tablets in the Service Lane - 05/02/2012
Dealership groups are putting touch pad tablets to use in the service drive, offering the customer more transparency into service repairs. The technology is also expected to increase efficiency and improve customer service. Because the tablets are...
The Way it Used to Be - 12/18/2012
... 17th, 2012, all policy repairs require a mandatory minimum financial participation from either the customer or the service agent and this empowerment is mostly restricted to vehicles under 8 years old. Tire replacements as warranty used to be allowed...
A Goodwill Tool - 02/26/2013
... management the authority to make on-the-spot decisions that are in the best interest of the customer. There are six tools available and in the coming year we will feature each tool in our newsletter. One of the tools that was enhanced is the addition...
Recall Vehicle Action Report - 05/12/2010
... The different types of recalls include:Safety recallNoncompliance recallEmission recallCustomer satisfaction programService update bulletinWith the exception of service update field actions, customers are notified of a recall on their vehicle through...
ZSSP: Special Sales Program - 02/04/2010
The ZSSP transaction type is reserved for use with owner loyalty type promotional programs that are designed to bring customers into the dealership to generate sales. Typically the customer receives some sort of free service such as an oil change payable...
Let The Weather Drive Service! - 11/18/2010
... may not bring the holiday spirit to all, but it does present an opportunity to better service your customers. There are several ways that a service department can provide weather specific service to its customers and improve sales in the process. Winter...
PDI Fluid Adds ... On The Forum - 03/10/2011
... a recent discussion on the Warranty Forum, a member posed a great question: "Is there a ceiling on reimbursement on PDI fluid adds?"The simple answer is yes, but things are rarely ever that simple. In the event that a dealer has performed a PDI add where...
Diagnostic Voucher - 03/21/2017
Tier 1 Customer Call Center advisors transitioned from using the Diagnostic Voucher and are now offering a Maintenance Letter as a goodwill tool to encourage customers to go to their GM dealership for maintenance and repairs. This transition took place...
Required Operating Procedures - 06/27/2016
... regarding the requirement that the dealer's DMA/DMC must be notified within 10 days of placing a customer in a rental. DMA approval, using the Claim Pre-Approval Request link to complete the request form that must be scanned and attached to the transaction,...
August 2016 Recall Update - 07/28/2016
... a revised service procedure, part information, and warranty transaction information sections. A customer letter has also been added. The recall affects certain 2014-2015 Chevrolet Silverado 1500 and GMC Sierra 1500 vehicles. Safety Recall 36110:...
2014 Chevrolet Two Year Maintenance Program - 05/14/2013
... via IVH as well as recording the percent of oil life remaining on the job card. To submit for reimbursement, a ZREG transaction is claimed through GWM using labour operation 0600723, with the expense entered in the miscellaneous net item field. Reimbursement...
Customer Satisfaction Program 13322A: Navigation Radio Loss of Customer Settings: An update has been added to the service procedure of the recall campaign. The procedure now begins with an inspection of the existing software version to determine whether ...
September 2014 Recall Update - 09/09/2014
... within the recall has been revised and technicians are no longer required to contact the Techline Customer Support Center to reprogram the ECM. Certain 2011-2013 Chevrolet Express and GMC Savana vehicles equipped with gasoline and LPG fuel engines are...
September 2015 Recall Update - 09/03/2015
... vehicles have been added to the recall population. The recall affects the HDM module. For customers that bring their vehicle into the dealership with a condition that indicates that the HDM is not functioning, install the current HDM service part as...
Claiming Six or More Rental Days - 02/23/2015
... management approval, it's important to note that rental vehicles, with the exception of Cadillac customers, are only supposed to be given to customers whose vehicles will be at the dealership overnight. From bulletin 07-00-87-037: When an eligible vehicle...
Reject of the Month - 06/06/2014
... than 5,000 miles on odometer) many of you will be able relate to the circumstances surrounding the customer's visit and potential for rejects associated with it.The owner of the truck brought their vehicle to their local dealership for the following...
2013 Policy & Procedure Update - 06/19/2013
... components, transmissions, transmission components and transfer cases. Article 1.1.4: GM Customer Care and Aftersales replaced the Limited Lifetime Service Guarantee program and as of January 1, 2013, began offering the Certified Service Limited...
Battery Replacement Requirements - 06/19/2013
... and have a valid replace decision warranty code are to be replaced under warranty. When a customer purchases a battery, warranty coverage is through ACDelco. Batteries sold after March 1, 2012, are not prorated. Therefore, a customer pay battery...
Servicing Vehicles from Canada - 04/28/2016
A vehicle that was built for and sold in Canada will display kilometers on the odometer. If a Canadian customer is visiting the U.S. and has a vehicle breakdown, they can take their vehicle to a same franchise US dealership, or if crossline rules apply,...
Selecting the Correct Labor Operation - 04/08/2016
... labor operation should be chosen based on the causal part when a part has been replaced. Each customer concern should result in one repair line, unless otherwise directed by a service bulletin.If the customer has multiple concerns, those concerns...
Compliance - 03/21/2017
... Transportation & Field Actions: Courtesy transportation may be provided to the customer during a field action repair and submitted for reimbursement if the vehicle is within the bumper-to-bumper warranty or if the involved component is currently...
The Waiting Room - 03/21/2017
... complimentary snacks, the best most dealers can hope for is to create an atmosphere where the customer can ignore the fact that they would rather be somewhere else. A resurrected trend in the hospitality industry is pointing to a better way to keep customers...
Swapping Components between Vehicles - 01/22/2018
GM recognizes that taking a known good part from a stock vehicle to aid in diagnosing a defect in a customer’s vehicle can be very useful in determining what part needs to be replaced to correct a customer’s concern. However, the part that...
Maintenance Plans - 09/27/2017
... several complimentary maintenance plans with the intent of helping your dealership create customer loyalty. When a customer brings their GM vehicle back to their selling dealership for their maintenance needs, it substantially increases the chance that...
Mobil 1 Upgrade - 10/23/2017
... 1 upgrade ($20, $27, or $34) from the customer. Dealers will continue to submit for the regular reimbursement amount they would have received if ACDelco dexos was used. The amount associated with the Mobil 1 upgrade may not be claimed on the warrant...
Tablets in the Service Lane - 05/02/2012
Dealership groups are putting touch pad tablets to use in the service drive, offering the customer more transparency into service repairs. The technology is also expected to increase efficiency and improve customer service. Because the tablets are...
The Way it Used to Be - 12/18/2012
... 17th, 2012, all policy repairs require a mandatory minimum financial participation from either the customer or the service agent and this empowerment is mostly restricted to vehicles under 8 years old. Tire replacements as warranty used to be allowed...
A Goodwill Tool - 02/26/2013
... management the authority to make on-the-spot decisions that are in the best interest of the customer. There are six tools available and in the coming year we will feature each tool in our newsletter. One of the tools that was enhanced is the addition...
Recall Vehicle Action Report - 05/12/2010
... The different types of recalls include:Safety recallNoncompliance recallEmission recallCustomer satisfaction programService update bulletinWith the exception of service update field actions, customers are notified of a recall on their vehicle through...
ZSSP: Special Sales Program - 02/04/2010
The ZSSP transaction type is reserved for use with owner loyalty type promotional programs that are designed to bring customers into the dealership to generate sales. Typically the customer receives some sort of free service such as an oil change payable...
Let The Weather Drive Service! - 11/18/2010
... may not bring the holiday spirit to all, but it does present an opportunity to better service your customers. There are several ways that a service department can provide weather specific service to its customers and improve sales in the process. Winter...
PDI Fluid Adds ... On The Forum - 03/10/2011
... a recent discussion on the Warranty Forum, a member posed a great question: "Is there a ceiling on reimbursement on PDI fluid adds?"The simple answer is yes, but things are rarely ever that simple. In the event that a dealer has performed a PDI add where...
Diagnostic Voucher - 03/21/2017
Tier 1 Customer Call Center advisors transitioned from using the Diagnostic Voucher and are now offering a Maintenance Letter as a goodwill tool to encourage customers to go to their GM dealership for maintenance and repairs. This transition took place...
Required Operating Procedures - 06/27/2016
... regarding the requirement that the dealer's DMA/DMC must be notified within 10 days of placing a customer in a rental. DMA approval, using the Claim Pre-Approval Request link to complete the request form that must be scanned and attached to the transaction,...
August 2016 Recall Update - 07/28/2016
... a revised service procedure, part information, and warranty transaction information sections. A customer letter has also been added. The recall affects certain 2014-2015 Chevrolet Silverado 1500 and GMC Sierra 1500 vehicles. Safety Recall 36110:...
2014 Chevrolet Two Year Maintenance Program - 05/14/2013
... via IVH as well as recording the percent of oil life remaining on the job card. To submit for reimbursement, a ZREG transaction is claimed through GWM using labour operation 0600723, with the expense entered in the miscellaneous net item field. Reimbursement...
2014 Chevrolet 2-Year Maintenance - 07/03/2013
... Transactions are submitted as a ZREG transaction with labour operation 0600723, with the reimbursement in net item. The reimbursement amount varies from $35-$85 depending on the required product (e.g. dexos1 5w30, dexos1 0w30, Mobil1 synthetic, etc.)....
2014 Certified Service Employee Discount Program - 05/09/2014
... year. The program offers all US GM salaried, hourly, and retired employees a discount towards any customer-pay service or parts purchase at participating US dealerships. Active employees and retirees that spend $25 or more in the service lane, in...
GMPP Courtesy Transportation and Towing Guidelines - 01/10/2014
GMPP Major Guard and Value Guard plans will pay the cost of a rental vehicle, public transportation reimbursement, or shuttle costs when a vehicle is in service for a covered repair. Rental vehicles and public transportation are reimbursed at $35 per...
$20 off $100 with Limited Lifetime Parts - 01/10/2014
GM Customer Care and Aftersales recently announced a new program where your customers can receive $20 off a customer paid service of $100 or more with the purchase and installation of one of the twelve lifetime parts listed in Limited Lifetime Parts program....
Accuracy - 09/24/2019
... write up by the service advisor, care must be taken in the entry of claim data, including mileage, customer data (including contact information), VIN, customer concern, etc. If the advisor fails to get the accurate mileage, lower than the previous...
Disclosure for Non-GM Parts & Accessories - 04/29/2020
Thinking of installing non-GM parts or accessories on your customer’s new or used vehicle? While it may seem perfectly okay to do so, there are some pretty serious warnings that are outlined in the Policies and Procedures manual that your customer...
Rental Past 10 Days - 07/25/2023
With part delays still a problem for dealerships, customers are still in rental vehicles for extended periods of time. GM will pay for every rental day required, as long as those days are justified. It is a requirement that dealers complete the...
June 2023 Recall Update - 05/23/2023
Customer Satisfaction Recall N222371151-05 Steering Wheel Replacement Retrofit: Due to the industry wide semiconductor shortage, the heat feature on the steering wheel is not functional on certain 2022 Cadillac CT4, CT5, XT5, XT6, Chevrolet Blazer, Suburban, ...
New Rental Policy Guidelines - 05/25/2022
... rental companies are just not an option at all. It is almost always a very negative experience for customers who have to leave their vehicle at a dealership for days, or even weeks, due to part shortages and not have a rental vehicle available. It is...
Prior to Repair Approvals - 05/25/2022
... prior to any repairs being made. Additionally, these three situations require separate approval. Customer Signature Not Available When a customer signs the job card, they are authorizing your dealership to not only repair their vehicle but to drive it...
Job Card Write-Up and Final Closeout - 05/25/2022
Service Policies and Procedures Manual Article 6.2.1 states that all customer and vehicle information is to be completed accurately at the time of job card write-up and must include the following: Job card open date indicating when the vehicle...
New Year, New Compliance Initiative - 01/04/2022
... practice, printing, and attaching to the job card. P&P Article 3.2.2 states that “all customer and vehicle information is to be completed accurately at the time of job card write-up”. Hand writing the in-service date on the job card after...
General Services Administration - 01/24/2023
... advertising plate or license plate frame on the vehicle. Once the PDI is complete, contact the customer that is noted in the upper right-hand corner of the Monroney label and establish a time for vehicle pick up. The customer should pick the vehicle...
GM Organizational Terms - 10/27/2020
... warranty coverage that are a result of a covered defect in materials or workmanship. Customer Enthusiasm - Vehicle repairs within both the time and mileage limitations of the applicable warranty coverage that are not the result of a covered defect...
Parts Warranty - 10/27/2020
Most General Motors parts and accessories offer a 24-month, unlimited milage warranty when purchased by the customer or the customer participates in an out of warranty repair. For parts that are dealer installed, the warranty is on both the part and labor....
2021 U-Courtesy Transportation Program - 06/29/2021
... U-Courtesy gives dealers the flexibility to use select used vehicles to take care of their customers during a period of low new car inventory. Chevrolet-Buick-GMC dealers: U-Courtesy vehicles may be provided to customers during overnight warranty repairs....
June 2014 Recall Update - 06/06/2014
... and relearn the brake pedal home position. Dealers will be advised when the recall bulletin and customer notification letter are scheduled for release. Upcoming Safety Recall 13146: Low-Beam Headlamps Inoperative: GM has announced the upcoming recall...
August 2014 Recall Update - 08/05/2014
... may occasionally contact the airbag terminals causing the airbag warning light to illuminate.Customer Satisfaction Program 13434C: Air Conditioning System Inoperative or Cools Intermittently: The recall bulletin has been updated to include a revision...
Reject of the Month - 11/18/2013
A customer contacted their local service department for assistance with a special coverage repair. At the time the customer called the vehicle was within the special coverage parameters of 10 years or 120,000 miles, based on the customer's "guesstimate"...
Comeback Repeat Repairs - 09/02/2015
... resulted in a chargeback. It is not always known at write up if the current problem the customer is having with their vehicle is actually a result of the vehicle not being fixed correctly the last time in. It is understandable that a service advisor...
PDI Debits on Vehicles Sold with Open Recalls - 10/02/2015
... GM that these recalls are completed both for safety reasons and the inconvenience of a new vehicle customer having to return to the dealership so soon after they purchased their vehicle to have a recall completed. Once debited, there will be no allowance...
The Ignition Switch Recall - 09/09/2014
... CylindersIn the event a dealer has pre-keyed a cylinder in anticipation of the customer returning and the customer does not return, the dealer may use the cylinder to service a different vehicle. Add the additional 2 keys to the job card along with 0.2...
November 2014 Recall Update - 10/31/2014
Customer Satisfaction Program 12187C: Automatic Crash Response System: The recall has been updated to extend the expiration date for the program to September 30, 2015. Dealers are instructed to reprogram the Sensing and Diagnostic Module (SDM). Safety ...
A Few Facts about Special Coverage Adjustments - 08/23/2016
... dealers. They will also contact the owner of the vehicle by mailing a letter. In the letter, the customer is told not to take their vehicle to their dealership unless they believe their vehicle has the condition described in the letter. Special coverage...
Android Upgrade Update - 04/28/2016
... April to assist dealers with identifying sold vehicles that are eligible for the upgrade. Retail customers were notified through mail and e-mail communication of the software upgrade and provided with a coupon for the complementary upgrade. Dealers must...
... Transactions are submitted as a ZREG transaction with labour operation 0600723, with the reimbursement in net item. The reimbursement amount varies from $35-$85 depending on the required product (e.g. dexos1 5w30, dexos1 0w30, Mobil1 synthetic, etc.)....
2014 Certified Service Employee Discount Program - 05/09/2014
... year. The program offers all US GM salaried, hourly, and retired employees a discount towards any customer-pay service or parts purchase at participating US dealerships. Active employees and retirees that spend $25 or more in the service lane, in...
GMPP Courtesy Transportation and Towing Guidelines - 01/10/2014
GMPP Major Guard and Value Guard plans will pay the cost of a rental vehicle, public transportation reimbursement, or shuttle costs when a vehicle is in service for a covered repair. Rental vehicles and public transportation are reimbursed at $35 per...
$20 off $100 with Limited Lifetime Parts - 01/10/2014
GM Customer Care and Aftersales recently announced a new program where your customers can receive $20 off a customer paid service of $100 or more with the purchase and installation of one of the twelve lifetime parts listed in Limited Lifetime Parts program....
Accuracy - 09/24/2019
... write up by the service advisor, care must be taken in the entry of claim data, including mileage, customer data (including contact information), VIN, customer concern, etc. If the advisor fails to get the accurate mileage, lower than the previous...
Disclosure for Non-GM Parts & Accessories - 04/29/2020
Thinking of installing non-GM parts or accessories on your customer’s new or used vehicle? While it may seem perfectly okay to do so, there are some pretty serious warnings that are outlined in the Policies and Procedures manual that your customer...
Rental Past 10 Days - 07/25/2023
With part delays still a problem for dealerships, customers are still in rental vehicles for extended periods of time. GM will pay for every rental day required, as long as those days are justified. It is a requirement that dealers complete the...
June 2023 Recall Update - 05/23/2023
Customer Satisfaction Recall N222371151-05 Steering Wheel Replacement Retrofit: Due to the industry wide semiconductor shortage, the heat feature on the steering wheel is not functional on certain 2022 Cadillac CT4, CT5, XT5, XT6, Chevrolet Blazer, Suburban, ...
New Rental Policy Guidelines - 05/25/2022
... rental companies are just not an option at all. It is almost always a very negative experience for customers who have to leave their vehicle at a dealership for days, or even weeks, due to part shortages and not have a rental vehicle available. It is...
Prior to Repair Approvals - 05/25/2022
... prior to any repairs being made. Additionally, these three situations require separate approval. Customer Signature Not Available When a customer signs the job card, they are authorizing your dealership to not only repair their vehicle but to drive it...
Job Card Write-Up and Final Closeout - 05/25/2022
Service Policies and Procedures Manual Article 6.2.1 states that all customer and vehicle information is to be completed accurately at the time of job card write-up and must include the following: Job card open date indicating when the vehicle...
New Year, New Compliance Initiative - 01/04/2022
... practice, printing, and attaching to the job card. P&P Article 3.2.2 states that “all customer and vehicle information is to be completed accurately at the time of job card write-up”. Hand writing the in-service date on the job card after...
General Services Administration - 01/24/2023
... advertising plate or license plate frame on the vehicle. Once the PDI is complete, contact the customer that is noted in the upper right-hand corner of the Monroney label and establish a time for vehicle pick up. The customer should pick the vehicle...
GM Organizational Terms - 10/27/2020
... warranty coverage that are a result of a covered defect in materials or workmanship. Customer Enthusiasm - Vehicle repairs within both the time and mileage limitations of the applicable warranty coverage that are not the result of a covered defect...
Parts Warranty - 10/27/2020
Most General Motors parts and accessories offer a 24-month, unlimited milage warranty when purchased by the customer or the customer participates in an out of warranty repair. For parts that are dealer installed, the warranty is on both the part and labor....
2021 U-Courtesy Transportation Program - 06/29/2021
... U-Courtesy gives dealers the flexibility to use select used vehicles to take care of their customers during a period of low new car inventory. Chevrolet-Buick-GMC dealers: U-Courtesy vehicles may be provided to customers during overnight warranty repairs....
June 2014 Recall Update - 06/06/2014
... and relearn the brake pedal home position. Dealers will be advised when the recall bulletin and customer notification letter are scheduled for release. Upcoming Safety Recall 13146: Low-Beam Headlamps Inoperative: GM has announced the upcoming recall...
August 2014 Recall Update - 08/05/2014
... may occasionally contact the airbag terminals causing the airbag warning light to illuminate.Customer Satisfaction Program 13434C: Air Conditioning System Inoperative or Cools Intermittently: The recall bulletin has been updated to include a revision...
Reject of the Month - 11/18/2013
A customer contacted their local service department for assistance with a special coverage repair. At the time the customer called the vehicle was within the special coverage parameters of 10 years or 120,000 miles, based on the customer's "guesstimate"...
Comeback Repeat Repairs - 09/02/2015
... resulted in a chargeback. It is not always known at write up if the current problem the customer is having with their vehicle is actually a result of the vehicle not being fixed correctly the last time in. It is understandable that a service advisor...
PDI Debits on Vehicles Sold with Open Recalls - 10/02/2015
... GM that these recalls are completed both for safety reasons and the inconvenience of a new vehicle customer having to return to the dealership so soon after they purchased their vehicle to have a recall completed. Once debited, there will be no allowance...
The Ignition Switch Recall - 09/09/2014
... CylindersIn the event a dealer has pre-keyed a cylinder in anticipation of the customer returning and the customer does not return, the dealer may use the cylinder to service a different vehicle. Add the additional 2 keys to the job card along with 0.2...
November 2014 Recall Update - 10/31/2014
Customer Satisfaction Program 12187C: Automatic Crash Response System: The recall has been updated to extend the expiration date for the program to September 30, 2015. Dealers are instructed to reprogram the Sensing and Diagnostic Module (SDM). Safety ...
A Few Facts about Special Coverage Adjustments - 08/23/2016
... dealers. They will also contact the owner of the vehicle by mailing a letter. In the letter, the customer is told not to take their vehicle to their dealership unless they believe their vehicle has the condition described in the letter. Special coverage...
Android Upgrade Update - 04/28/2016
... April to assist dealers with identifying sold vehicles that are eligible for the upgrade. Retail customers were notified through mail and e-mail communication of the software upgrade and provided with a coupon for the complementary upgrade. Dealers must...
GM Parts Ordering - 04/28/2016
... backorder. There will be no shipping charges to the service agent with this type of order.CSO (Customer Special Order), is designed to provide expedited service for a part ordered to satisfy a customer's need, but not necessarily needed the next day....
April 2016 Recall Update - 04/08/2016
... assemblies to correct the condition for a period of 7 years and 6 months or 120,000 miles. Customer Satisfaction Program 15577: Interior Electrical Center Left End Cap Fuse Label Error: The 2015 Cadillac Escalade, Escalade ESV, Chevrolet Suburban,...
Technical Service Bulletins - 03/01/2016
... Furthermore, if the vehicle is equipped with aftermarket, non-GM, accessory wheels, this is a customer pay concern. From a technical standpoint the bulletin is informative, providing the technician with the necessary tools to address the customer's concern....
April 2017 Recall Update - 03/21/2017
... seated. Dealers are to seat the EPS connector wire seals on involved 2017 Buick LaCrosse vehicles. Customer Satisfaction Program 14648A: OnStar Inoperative/Vehicle Battery Discharged: The bulletin has been updated to extend the expiration date of the...
December 2017 Recall Update - 11/21/2017
... SPS Warranty Claim Code on the job card. The recall affects certain 2013-2016 Cadillac ATS sedans. Customer Satisfaction Recall 17206-02: Radio Module Software Update: Certain 2017 Cadillac CTS and CTS-V vehicles are involved in a recall that addresses...
Roadside Assistance Reminder - 10/24/2017
... would be the 5-year/60,000 mile powertrain coverage. While Roadside Assistance is explained in the customer’s owner’s manual, including the phone number for the Roadside Service Center, too few people actually read their owner’s manual...
Add On Repair Documentation Reminders - 09/27/2017
Any warranty or policy concern, including recalls and other Required Field Actions not initiated by a customer, cannot be added to the job card without both the service manager’s approval and the customer’s approval. Required Field Actions...
Maintenance Service Rejects - 07/23/2018
... services. While maintenance is covered for 2 years or 24,000 miles, whichever happens first, the customer only receives two service events. 2019 model years will only receive one service event. Service advisors should be verifying that the customer has...
Goodwill - 04/27/2011
... keys to properly applying a policy decision to a specific repair situation are to determine if the customer is deserving and loyal to the GM brand and if the repair is within your empowerment limits for policy decisions. Every customer is different and...
GM Service Policy & Procedures Updates - 10/14/2011
... and non-OEM lubricants and fluids are considered part of the service agent's cost of operation or customer pay and are not normally considered for reimbursement in a warranty transaction. GM brand fluids must be used, unless otherwise stated in a bulletin....
October 2011 Recall Update - 10/14/2011
... are to install a new design fuel level sensor. GM will pay 50% of the eligible repair and the customer is responsible for the remaining 50%. The special coverage policy has been updated to reflect an addition to the service procedure. A note has been...
The New Certified Pre-Owned Program - 09/19/2011
... signed by both the used car manager and the service manager. The white copy is to be given to the customer when the vehicle is sold; the gold copy is retained in the dealer's service file; the yellow copy goes in the dealers' sales file with the inspection...
Chevrolet 5-Year Protection Plus Package - 12/15/2011
Chevrolet sent private offers to 400,000 targeted customers to receive either $1,500 towards the purchase of select new Chevrolet vehicles or a Chevy 5-year Protection Plus package that includes:5 year/100,000 mile bumper-to-bumper extended warranty5...
Remanufactured and Refurbished Parts Disclosure - 12/15/2011
Customer pay repairs typically involve parts and labour. There isn't much negotiation when it comes to the labour costs; however, there are choices when choosing which grade of parts to install on the vehicle. Some customers may want a mid or lower grade ...
Aftermarket Service Contracts and Policy Repairs - 02/26/2013
... contract information to IVH more than a year ago. The intent is to help service advisors identify customers who have purchased a service contract other than GMPP. If GMPP was purchased, details of the contract are disclosed in IVH. In the service contract...
Empowerment: - 06/06/2012
... 50/50 splits, on the job card. Remember that whenever the transaction contains an adjustment or customer participation the entire repair must be calculated at warranty rates, NOT customer pay rates.Customer expectations, the type of repair, vehicle age...
Wheel Alignment Guidelines - 07/02/2012
... is 18 pages of alignment related information that focuses heavily on getting a good and accurate customer concern so that the technician can determine if a wheel alignment will correct what the customer is experiencing. It's a lengthy bulletin, but should...
Parts Sold Over-The-Counter - 07/02/2012
... for parts sold over-the-counter is for the part only; labour and towing are not covered.When a customer presents a part they purchased within the last 12 months to the parts department and tells the counter person it is defective, there is really no...
May 2012 Recall Update - 05/02/2012
... the body surface and the windshield. Dealers are to remove, reseal and reinstall the windshield.Customer Satisfaction Program 10287C - Premature Timing Chain Wear-Reprogram ECM: Bulletin revision to include later built 2009 model year vehicles. Involved...
2013 National Certified Service Retail Plan - 01/24/2013
... in 2012 and will continue in 2013 with a few changes. The most significant change is that the $5 reimbursement for the use of dexos1 oil with 2011 and newer vehicles has been discontinued. Beginning January 1st, 2013, no claims should be submitted using...
Dealer empowerment program - 10/24/2018
Certain policies must be followed when considering requests for customer assistance, whether the request is a result of an out of warranty situation or a non-warrantable failure. Familiarity with the proper tools and their usage is imperative to customer...
Concern Not Duplicated Labor Operations - 08/22/2017
... the end result being, they could not find anything defective. These labor operations are known as Customer Concern Not Duplicated, and if used, they require full service management approval with signature, date, time, and explanation prior to transaction...
Battery Policy Still In Effect - 10/26/2016
... reimbursements.Enter "CUS" in the labor dependency field for battery replacements handled as customer enthusiasm.Enter "damaged" or "stolen" in the labor dependency field for batteries that are damaged or stolen in transit. Valid with ZTPT transactions...
Infotainment System Upgrade - 04/08/2016
... vehicles. Dealers are instructed to perform the upgrade on vehicles in inventory, prior to sale to customers. The bulletin contains a special labor code for reimbursement on stock / inventory units. Involved retail owners will receive notification through...
Recall Best Practices - 09/09/2014
Floor plan reimbursement expenses should be submitted prior to the claim for the recall in order to avoid having to route the floor plan transaction for approval. Once the floor plan transaction has been accepted, submit the recall transaction.Do not...
... backorder. There will be no shipping charges to the service agent with this type of order.CSO (Customer Special Order), is designed to provide expedited service for a part ordered to satisfy a customer's need, but not necessarily needed the next day....
April 2016 Recall Update - 04/08/2016
... assemblies to correct the condition for a period of 7 years and 6 months or 120,000 miles. Customer Satisfaction Program 15577: Interior Electrical Center Left End Cap Fuse Label Error: The 2015 Cadillac Escalade, Escalade ESV, Chevrolet Suburban,...
Technical Service Bulletins - 03/01/2016
... Furthermore, if the vehicle is equipped with aftermarket, non-GM, accessory wheels, this is a customer pay concern. From a technical standpoint the bulletin is informative, providing the technician with the necessary tools to address the customer's concern....
April 2017 Recall Update - 03/21/2017
... seated. Dealers are to seat the EPS connector wire seals on involved 2017 Buick LaCrosse vehicles. Customer Satisfaction Program 14648A: OnStar Inoperative/Vehicle Battery Discharged: The bulletin has been updated to extend the expiration date of the...
December 2017 Recall Update - 11/21/2017
... SPS Warranty Claim Code on the job card. The recall affects certain 2013-2016 Cadillac ATS sedans. Customer Satisfaction Recall 17206-02: Radio Module Software Update: Certain 2017 Cadillac CTS and CTS-V vehicles are involved in a recall that addresses...
Roadside Assistance Reminder - 10/24/2017
... would be the 5-year/60,000 mile powertrain coverage. While Roadside Assistance is explained in the customer’s owner’s manual, including the phone number for the Roadside Service Center, too few people actually read their owner’s manual...
Add On Repair Documentation Reminders - 09/27/2017
Any warranty or policy concern, including recalls and other Required Field Actions not initiated by a customer, cannot be added to the job card without both the service manager’s approval and the customer’s approval. Required Field Actions...
Maintenance Service Rejects - 07/23/2018
... services. While maintenance is covered for 2 years or 24,000 miles, whichever happens first, the customer only receives two service events. 2019 model years will only receive one service event. Service advisors should be verifying that the customer has...
Goodwill - 04/27/2011
... keys to properly applying a policy decision to a specific repair situation are to determine if the customer is deserving and loyal to the GM brand and if the repair is within your empowerment limits for policy decisions. Every customer is different and...
GM Service Policy & Procedures Updates - 10/14/2011
... and non-OEM lubricants and fluids are considered part of the service agent's cost of operation or customer pay and are not normally considered for reimbursement in a warranty transaction. GM brand fluids must be used, unless otherwise stated in a bulletin....
October 2011 Recall Update - 10/14/2011
... are to install a new design fuel level sensor. GM will pay 50% of the eligible repair and the customer is responsible for the remaining 50%. The special coverage policy has been updated to reflect an addition to the service procedure. A note has been...
The New Certified Pre-Owned Program - 09/19/2011
... signed by both the used car manager and the service manager. The white copy is to be given to the customer when the vehicle is sold; the gold copy is retained in the dealer's service file; the yellow copy goes in the dealers' sales file with the inspection...
Chevrolet 5-Year Protection Plus Package - 12/15/2011
Chevrolet sent private offers to 400,000 targeted customers to receive either $1,500 towards the purchase of select new Chevrolet vehicles or a Chevy 5-year Protection Plus package that includes:5 year/100,000 mile bumper-to-bumper extended warranty5...
Remanufactured and Refurbished Parts Disclosure - 12/15/2011
Customer pay repairs typically involve parts and labour. There isn't much negotiation when it comes to the labour costs; however, there are choices when choosing which grade of parts to install on the vehicle. Some customers may want a mid or lower grade ...
Aftermarket Service Contracts and Policy Repairs - 02/26/2013
... contract information to IVH more than a year ago. The intent is to help service advisors identify customers who have purchased a service contract other than GMPP. If GMPP was purchased, details of the contract are disclosed in IVH. In the service contract...
Empowerment: - 06/06/2012
... 50/50 splits, on the job card. Remember that whenever the transaction contains an adjustment or customer participation the entire repair must be calculated at warranty rates, NOT customer pay rates.Customer expectations, the type of repair, vehicle age...
Wheel Alignment Guidelines - 07/02/2012
... is 18 pages of alignment related information that focuses heavily on getting a good and accurate customer concern so that the technician can determine if a wheel alignment will correct what the customer is experiencing. It's a lengthy bulletin, but should...
Parts Sold Over-The-Counter - 07/02/2012
... for parts sold over-the-counter is for the part only; labour and towing are not covered.When a customer presents a part they purchased within the last 12 months to the parts department and tells the counter person it is defective, there is really no...
May 2012 Recall Update - 05/02/2012
... the body surface and the windshield. Dealers are to remove, reseal and reinstall the windshield.Customer Satisfaction Program 10287C - Premature Timing Chain Wear-Reprogram ECM: Bulletin revision to include later built 2009 model year vehicles. Involved...
2013 National Certified Service Retail Plan - 01/24/2013
... in 2012 and will continue in 2013 with a few changes. The most significant change is that the $5 reimbursement for the use of dexos1 oil with 2011 and newer vehicles has been discontinued. Beginning January 1st, 2013, no claims should be submitted using...
Dealer empowerment program - 10/24/2018
Certain policies must be followed when considering requests for customer assistance, whether the request is a result of an out of warranty situation or a non-warrantable failure. Familiarity with the proper tools and their usage is imperative to customer...
Concern Not Duplicated Labor Operations - 08/22/2017
... the end result being, they could not find anything defective. These labor operations are known as Customer Concern Not Duplicated, and if used, they require full service management approval with signature, date, time, and explanation prior to transaction...
Battery Policy Still In Effect - 10/26/2016
... reimbursements.Enter "CUS" in the labor dependency field for battery replacements handled as customer enthusiasm.Enter "damaged" or "stolen" in the labor dependency field for batteries that are damaged or stolen in transit. Valid with ZTPT transactions...
Infotainment System Upgrade - 04/08/2016
... vehicles. Dealers are instructed to perform the upgrade on vehicles in inventory, prior to sale to customers. The bulletin contains a special labor code for reimbursement on stock / inventory units. Involved retail owners will receive notification through...
Recall Best Practices - 09/09/2014
Floor plan reimbursement expenses should be submitted prior to the claim for the recall in order to avoid having to route the floor plan transaction for approval. Once the floor plan transaction has been accepted, submit the recall transaction.Do not...
Cadillac Recall 14352 - 08/05/2014
... reimbursed for the operation should equal the invoiced amount, not to exceed $250. The original customer letter must be retained by the dealer. A copy of the invoice for the service must be electronically attached to the transaction submission. ...
December 2015 Recall Update - 12/01/2015
... on November 12, 2013; on November 27, 2013, vehicles that were sold were closed in IVH by GM. The customers were not contacted. GM is now re-opening the sold vehicles in IVH. Customers will receive the two labels to complete the recall once they become...
Warranty Policy Deviations - 10/01/2013
... warranty transaction reviews have identified the following most common deviations.Missing customer signature and/or missing service management explanation. Article 1.6.2.6 states that, "each customer pay and warranty job card is to be signed by the customer...
Policy Repairs on Electronic Exchange Components - 07/03/2013
If a policy decision is being made for the replacement of an electronic exchange component, the mandatory minimum customer participation dollar amount cannot be applied as stated in bulletin 11-00-89-005. Since the exchange is sent to the service agent...
Corvette First Maintenance - 05/26/2021
The maintenance reimbursement amount on 2020 and newer Chevrolet Corvette (RPO LT2) has increased to $275. The effective date of the increase was May 1, 2021. The service includes an oil and filter change, transmission filter change, and a MPVI. The reimbursement...
Canadian Vehicles in the United States - 12/29/2020
... are likely to encounter a vehicle in for service that is a vehicle sold originally in Canada. The customer could be simply wintering in the U.S. or someone who bought a pre-owned vehicle that was originally sold in Canada. In either case, there are policy...
Chevrolet Complete Care Maintenance - 03/27/2020
... will continue to receive one maintenance visit within 12 months of delivery (24 months for Volt), reimbursement is processed in the Net/Miscellaneous field of the transaction, reimbursement includes an oil change, tire rotation, and MPVI, and the additional...
Recall Notes - 01/28/2020
Recall Disclosure: Certain recalls, such as N192269370 Winter Grille Cover Missing Front Camera Hole, contain a customer notice stating that even though the part necessary to complete the recall may be delayed, the vehicle may be delivered to the customer...
Add on Repairs - 01/21/2019
... paycheck. The two most common examples of add on repair situations are when: The customer contacts the service advisor to add another concern that was not mentioned at the time of job card write up. Or when a technician discovers a defect...
The Service Process - 06/26/2019
... the department may not perform to an acceptable level, leaving room for error or for unsatisfied customers. The entire service visit must run smoothly and effectively to ensure customer satisfaction with the quality of service they have received. Anything...
Policy Evaluation Tool Requirements - 04/22/2019
... develop a consistent decision-making practice that must be used for all Policy repairs offered to customers at General Motors dealerships. In other words, a GM customer can go to any dealership in the country for a policy repair and the outcome of the...
Employee Parts Discount Program - 09/26/2022
... employees may participate in the program. The program is available toward the purchase of eligible customer pay parts at GM participating dealerships with a minimum $25 value before discounts and taxes. Transactions are submitted through GWM with transaction...
Increased Rates for Maintenance - 07/27/2022
The Chevrolet Complete Care, GMC Pro Grade Protection, and Experience Buick Maintenance Programs increased the reimbursement rates for the included maintenance program, effective August 1, 2022. The rate increases were implemented to cover the rising...
Policy Repair Exceptions - 08/29/2023
... PET, a dollar amount that GM is willing to pay, with the balance expected to be paid by either the customer or the dealership is provided. There are two exceptions where a Policy repair cannot be offered to the customer: battery claims and tire claims....
November2022 Recall Update - 10/28/2022
... operation. Dealers will inspect the wiper module and repair or replace as necessary. Customer Satisfaction Recall N212354520 Heated Vented Seats Retrofit Due to Chip Shortage: The total number of US vehicles involved in the program is 198,032...
February 2023 Recall Update - 01/24/2023
Customer Satisfaction Recall N212354520-04 Heated Seats: The recall bulletin has been updated to revise the correction, parts, warranty and service procedure. Models that are impacted by the update include certain 2022 Chevrolet Silverado 1500 LTD, Silverado ...
July 2019 Recall Update - 06/26/2019
... has been updated. The revision includes aligning the vehicle in the warranty information table. Customer Satisfaction Recall N182201300: Fuel Tank Sending Unit: Approximately 44 vehicles are involved in the recall program. The 2019 Cadillac XT4 vehicles...
April 2020 Recall Update - 03/27/2020
... Air Bag Inflator Replacement: The recall bulletins have been updated to include a copy of the customer letter. The recalls affect certain 2005-06 Saab 9-2X vehicles. Special Coverage N192216430 Airbag Light on Due to PPS Sensor Disconnect: Certain...
October 2020 Recall Update - 09/22/2020
... Vehicles included in the bulletin population are certain 2016 Chevrolet Camaro vehicles. Customer Satisfaction Recall N192285071-01 Tonneau Cover Retention: The recall has been revised to include updates to the warranty and service procedure sections....
Bulletin Updates - 08/30/2021
... amounts, the $1,000 reimbursement amount has been removed from the matrix. The acceptable customer signatures section has been updated to include a bullet pertaining to stock units. No additional service management authorization is necessary on...
Certified Pre-Owned Maintenance Changes - 11/18/2013
... percent oil life remaining on the job card. Tire rotations are recommended at 7,500 miles, so for customer convenience, an oil change may be done at 7,500 miles even though the OLM system doesn't indicate an oil change is needed. CPO vehicles sold...
GWM: Program Information - 04/28/2016
... example, the Experience Buick Protection link provides the 2016 Experience Dealer Guide, Customer Acknowledgement Form, as well as the 2014/2015 versions. Select the 2016 Dealer Guide to view the program guidelines, including the maintenance component. The...
GM Employee Discount Program Extended - 02/17/2017
... year. The program offers all US GM salaried, hourly, and retired employees a discount towards any customer-pay service or parts purchase at participating US dealerships. Active employees and retirees that spend $25 or more in the service lane, in the...
Empowerment Part I - 02/17/2017
... empowerment. The terminology associated with the empowerment program, such as Goodwill, Policy, Customer Enthusiasm, and Warranty, have evolved over the years. The following provides the definitions of each of these keywords: Customer Enthusiasm Transaction:...
Lucky 7 Service Conquest Program - 01/22/2018
... transaction type indicates an owner loyalty type promotional program that is designed to bring customers into the dealership to generate sales. Customers typically receive some sort of free service such as an oil change payable to GM. In early...
... reimbursed for the operation should equal the invoiced amount, not to exceed $250. The original customer letter must be retained by the dealer. A copy of the invoice for the service must be electronically attached to the transaction submission. ...
December 2015 Recall Update - 12/01/2015
... on November 12, 2013; on November 27, 2013, vehicles that were sold were closed in IVH by GM. The customers were not contacted. GM is now re-opening the sold vehicles in IVH. Customers will receive the two labels to complete the recall once they become...
Warranty Policy Deviations - 10/01/2013
... warranty transaction reviews have identified the following most common deviations.Missing customer signature and/or missing service management explanation. Article 1.6.2.6 states that, "each customer pay and warranty job card is to be signed by the customer...
Policy Repairs on Electronic Exchange Components - 07/03/2013
If a policy decision is being made for the replacement of an electronic exchange component, the mandatory minimum customer participation dollar amount cannot be applied as stated in bulletin 11-00-89-005. Since the exchange is sent to the service agent...
Corvette First Maintenance - 05/26/2021
The maintenance reimbursement amount on 2020 and newer Chevrolet Corvette (RPO LT2) has increased to $275. The effective date of the increase was May 1, 2021. The service includes an oil and filter change, transmission filter change, and a MPVI. The reimbursement...
Canadian Vehicles in the United States - 12/29/2020
... are likely to encounter a vehicle in for service that is a vehicle sold originally in Canada. The customer could be simply wintering in the U.S. or someone who bought a pre-owned vehicle that was originally sold in Canada. In either case, there are policy...
Chevrolet Complete Care Maintenance - 03/27/2020
... will continue to receive one maintenance visit within 12 months of delivery (24 months for Volt), reimbursement is processed in the Net/Miscellaneous field of the transaction, reimbursement includes an oil change, tire rotation, and MPVI, and the additional...
Recall Notes - 01/28/2020
Recall Disclosure: Certain recalls, such as N192269370 Winter Grille Cover Missing Front Camera Hole, contain a customer notice stating that even though the part necessary to complete the recall may be delayed, the vehicle may be delivered to the customer...
Add on Repairs - 01/21/2019
... paycheck. The two most common examples of add on repair situations are when: The customer contacts the service advisor to add another concern that was not mentioned at the time of job card write up. Or when a technician discovers a defect...
The Service Process - 06/26/2019
... the department may not perform to an acceptable level, leaving room for error or for unsatisfied customers. The entire service visit must run smoothly and effectively to ensure customer satisfaction with the quality of service they have received. Anything...
Policy Evaluation Tool Requirements - 04/22/2019
... develop a consistent decision-making practice that must be used for all Policy repairs offered to customers at General Motors dealerships. In other words, a GM customer can go to any dealership in the country for a policy repair and the outcome of the...
Employee Parts Discount Program - 09/26/2022
... employees may participate in the program. The program is available toward the purchase of eligible customer pay parts at GM participating dealerships with a minimum $25 value before discounts and taxes. Transactions are submitted through GWM with transaction...
Increased Rates for Maintenance - 07/27/2022
The Chevrolet Complete Care, GMC Pro Grade Protection, and Experience Buick Maintenance Programs increased the reimbursement rates for the included maintenance program, effective August 1, 2022. The rate increases were implemented to cover the rising...
Policy Repair Exceptions - 08/29/2023
... PET, a dollar amount that GM is willing to pay, with the balance expected to be paid by either the customer or the dealership is provided. There are two exceptions where a Policy repair cannot be offered to the customer: battery claims and tire claims....
November2022 Recall Update - 10/28/2022
... operation. Dealers will inspect the wiper module and repair or replace as necessary. Customer Satisfaction Recall N212354520 Heated Vented Seats Retrofit Due to Chip Shortage: The total number of US vehicles involved in the program is 198,032...
February 2023 Recall Update - 01/24/2023
Customer Satisfaction Recall N212354520-04 Heated Seats: The recall bulletin has been updated to revise the correction, parts, warranty and service procedure. Models that are impacted by the update include certain 2022 Chevrolet Silverado 1500 LTD, Silverado ...
July 2019 Recall Update - 06/26/2019
... has been updated. The revision includes aligning the vehicle in the warranty information table. Customer Satisfaction Recall N182201300: Fuel Tank Sending Unit: Approximately 44 vehicles are involved in the recall program. The 2019 Cadillac XT4 vehicles...
April 2020 Recall Update - 03/27/2020
... Air Bag Inflator Replacement: The recall bulletins have been updated to include a copy of the customer letter. The recalls affect certain 2005-06 Saab 9-2X vehicles. Special Coverage N192216430 Airbag Light on Due to PPS Sensor Disconnect: Certain...
October 2020 Recall Update - 09/22/2020
... Vehicles included in the bulletin population are certain 2016 Chevrolet Camaro vehicles. Customer Satisfaction Recall N192285071-01 Tonneau Cover Retention: The recall has been revised to include updates to the warranty and service procedure sections....
Bulletin Updates - 08/30/2021
... amounts, the $1,000 reimbursement amount has been removed from the matrix. The acceptable customer signatures section has been updated to include a bullet pertaining to stock units. No additional service management authorization is necessary on...
Certified Pre-Owned Maintenance Changes - 11/18/2013
... percent oil life remaining on the job card. Tire rotations are recommended at 7,500 miles, so for customer convenience, an oil change may be done at 7,500 miles even though the OLM system doesn't indicate an oil change is needed. CPO vehicles sold...
GWM: Program Information - 04/28/2016
... example, the Experience Buick Protection link provides the 2016 Experience Dealer Guide, Customer Acknowledgement Form, as well as the 2014/2015 versions. Select the 2016 Dealer Guide to view the program guidelines, including the maintenance component. The...
GM Employee Discount Program Extended - 02/17/2017
... year. The program offers all US GM salaried, hourly, and retired employees a discount towards any customer-pay service or parts purchase at participating US dealerships. Active employees and retirees that spend $25 or more in the service lane, in the...
Empowerment Part I - 02/17/2017
... empowerment. The terminology associated with the empowerment program, such as Goodwill, Policy, Customer Enthusiasm, and Warranty, have evolved over the years. The following provides the definitions of each of these keywords: Customer Enthusiasm Transaction:...
Lucky 7 Service Conquest Program - 01/22/2018
... transaction type indicates an owner loyalty type promotional program that is designed to bring customers into the dealership to generate sales. Customers typically receive some sort of free service such as an oil change payable to GM. In early...
June 2018 Recall Update - 05/22/2018
... Escalade ESV, Chevrolet Suburban, Tahoe, and GMC Yukon, Yukon XL vehicles are involved. Customer Satisfaction Recall 17386-01 SDGM and BYOM2+ Radio Software Updates: OnStar will remotely update vehicles through in-vehicle prompts from the radio...
The Standard Certified Pre-Owned 2 year or 30,000 Maintenance Plan - 01/24/2013
... maintenance, along with instructions on how the OLM system works, must be shared with your customers at the time of sale.The OLM system uses computer based software that determines when to change the oil based on engine operating conditions. The system...
The GM Service Policies and Procedures Manual Update - 11/05/2012
... to bring Cadillac specific vehicles into the service loaner program, utilized by both warranty and customer pay events. Article 1.5.11.7 contains details on a Customer Purchase ACDelco Battery situation. Policy adjustments may not be submitted for...
Pre-Delivery Inspection - 08/10/2010
... GM vehicles delivered to your dealership involves a comprehensive examination to ensure that your customers receive their new vehicle in perfect condition. Each vehicle has a specific PDI form that outlines what should be inspected and tested. The form...
Award Winning Cadillac - 04/27/2011
JD Power and Associates has named Cadillac a JD Power 2011 Customer Service Champion. This makes Cadillac one of 40 brands honored this year for outstanding customer service. The chosen service champions were selected from over 800 brands in 20 major...
Reject of the Month - 04/27/2011
Service departments see a variety of repairs each and every day. These repairs range from the average customer pay maintenance to complex warranty transactions. Part warranty transactions are just another type of transaction that dealerships handle daily....
Service Options - 04/12/2011
GM's new business model, Certified Service, is expected to steer more service customers to its dealerships. Automakers and dealers must focus on service and parts as a customer retention tool. GM has established an annual schedule for national service...
Basic Documentation - 01/19/2011
... between getting paid and getting rejected on every job card. We all know that mileage, VIN, and customer information is a must, but there are other areas that have a major impact in dealer reimbursement. Let's take a close look at basic job card details...
December 2011 Recall Update - 12/15/2011
... coverage has been updated to include 2008 Chevrolet Malibu vehicles equipped with a 2.4L engine. Customers may express concern with the illumination of the malfunction indicator lamp. The condition may be due to erosion of the mat within the catalytic...
GM Card Service, Parts, and Accessories Promotion - 12/15/2011
Select customers who have the GM credit card and service their vehicles at GM dealerships in the Northeast Region will be able to redeem a portion of their reward earnings on service work, or parts and accessories. This offer is for a limited time...
Aftermarket Service Contract Information - 11/17/2011
... information about a vehicle. When a vehicle is out of warranty, IVH will show whether or not your customer has purchased a GMPP service contract to cover the repairs they need performed on their vehicle. Beginning in October, IVH will now begin to show...
June 2011 Recall Update - 06/08/2011
Customer Satisfaction Recall 10037A - Unwanted Repeat Calls to OnStar: This recall bulletin has been revised to extend the expiration date to April 30, 2012. The recall affects certain 2002-2009 model year vehicles that are equipped with OnStar. Involved ...
Mileage In/Mileage Out - 08/09/2011
... necessary before and/or after to be sure the repair corrected the concern. The customer should be asked at write up for permission to test drive their vehicle. Some customers may not want their vehicle driven, especially with the price...
September 2011 Recall Update - 09/19/2011
... are to install a new design fuel level sensor. GM will pay 50% of the eligible repair and the customer is responsible for the remaining 50%. Submission details for customers with GMPP plans may be found within the latest release of the special coverage...
Where are the Manuals? - 03/11/2013
... operation to use for each maintenance service. It's important to note that this guide states that customers must have their maintenance under this program performed only at a Cadillac Certified Service dealership. Certified Pre-Owned Operations Guide...
Reject of the Month - 07/02/2012
... stated; "the intent of this information is to help your dealership service department identify customers who have purchased a contract that may help them with making repair decisions on their vehicles." Service advisors should be educated to review IVH...
Reject of the Month - 08/09/2012
... After the tech diagnosed the concern, the manager authorized the policy decision with $1,000 customer participation.The transaction was submitted with the transmission replacement operation, with other labour time and excessive parts for the repair....
Rear Seat Belt Cross Buckle Design Layout - 02/04/2010
... year and to include a seat belt part number. The bulletin has been issued to provide dealers and customers with the layout of the rear cross seat belt buckle design. The cross design was engineered to provide more comfort to the rear seat passengers...
Vehicle Policy - 03/11/2010
When it is determined that a policy decision should be offered to a customer in GWM, a ZREG transaction is submitted with authorization for "Beyond Warranty Limits" selected. The term vehicle policy was formerly referred to as Goodwill in the WINS system...
Glitzy Big City Store - 07/02/2010
... that were cast off during GM's bankruptcy. All dealerships, both big and small, will provide the customer service of a glitzy big city store. Cadillac recently finished number 2 for customer satisfaction with dealership sales and service in the JD Power...
Strategy Based Diagnosis - 09/25/2018
... situation. The steps in strategy based diagnosis are as follows: Understand and verify the customer’s concern. This will only be accomplished when service advisors take the time to get good information from the customer. Questions should always...
Disclosure Requirements - 11/21/2017
... recycled parts, or parts not supplied by General Motors, you must disclose this information to the customer. Customers who purchase a non-GM service contract must also be made aware of this fact. The intent of this disclosure is to clearly indicate that...
September 2017 Recall Update - 08/21/2017
Customer Satisfaction Program 16185: No Start or Loss of Propulsion: Approximately 14,500 vehicles are included in the recall program that addresses a condition with the high voltage interlock connector. To correct the condition the dealer is required ...
More on Add On Repairs - 03/21/2017
... aware of. If a defect was found during a multi-point inspection, verified by management and the customer did not have time to do the repair that day, or a part had to be ordered, it is still considered an add on repair when the customer returns at a...
Rental Policies - 10/26/2016
... reason for courtesy transportation, the type provided, date, times, and driver information. Rental reimbursement from an outside rental company is $38 per day; reimbursement for vehicles from the Courtesy Transportation Program is $42 for overnight repairs...
... Escalade ESV, Chevrolet Suburban, Tahoe, and GMC Yukon, Yukon XL vehicles are involved. Customer Satisfaction Recall 17386-01 SDGM and BYOM2+ Radio Software Updates: OnStar will remotely update vehicles through in-vehicle prompts from the radio...
The Standard Certified Pre-Owned 2 year or 30,000 Maintenance Plan - 01/24/2013
... maintenance, along with instructions on how the OLM system works, must be shared with your customers at the time of sale.The OLM system uses computer based software that determines when to change the oil based on engine operating conditions. The system...
The GM Service Policies and Procedures Manual Update - 11/05/2012
... to bring Cadillac specific vehicles into the service loaner program, utilized by both warranty and customer pay events. Article 1.5.11.7 contains details on a Customer Purchase ACDelco Battery situation. Policy adjustments may not be submitted for...
Pre-Delivery Inspection - 08/10/2010
... GM vehicles delivered to your dealership involves a comprehensive examination to ensure that your customers receive their new vehicle in perfect condition. Each vehicle has a specific PDI form that outlines what should be inspected and tested. The form...
Award Winning Cadillac - 04/27/2011
JD Power and Associates has named Cadillac a JD Power 2011 Customer Service Champion. This makes Cadillac one of 40 brands honored this year for outstanding customer service. The chosen service champions were selected from over 800 brands in 20 major...
Reject of the Month - 04/27/2011
Service departments see a variety of repairs each and every day. These repairs range from the average customer pay maintenance to complex warranty transactions. Part warranty transactions are just another type of transaction that dealerships handle daily....
Service Options - 04/12/2011
GM's new business model, Certified Service, is expected to steer more service customers to its dealerships. Automakers and dealers must focus on service and parts as a customer retention tool. GM has established an annual schedule for national service...
Basic Documentation - 01/19/2011
... between getting paid and getting rejected on every job card. We all know that mileage, VIN, and customer information is a must, but there are other areas that have a major impact in dealer reimbursement. Let's take a close look at basic job card details...
December 2011 Recall Update - 12/15/2011
... coverage has been updated to include 2008 Chevrolet Malibu vehicles equipped with a 2.4L engine. Customers may express concern with the illumination of the malfunction indicator lamp. The condition may be due to erosion of the mat within the catalytic...
GM Card Service, Parts, and Accessories Promotion - 12/15/2011
Select customers who have the GM credit card and service their vehicles at GM dealerships in the Northeast Region will be able to redeem a portion of their reward earnings on service work, or parts and accessories. This offer is for a limited time...
Aftermarket Service Contract Information - 11/17/2011
... information about a vehicle. When a vehicle is out of warranty, IVH will show whether or not your customer has purchased a GMPP service contract to cover the repairs they need performed on their vehicle. Beginning in October, IVH will now begin to show...
June 2011 Recall Update - 06/08/2011
Customer Satisfaction Recall 10037A - Unwanted Repeat Calls to OnStar: This recall bulletin has been revised to extend the expiration date to April 30, 2012. The recall affects certain 2002-2009 model year vehicles that are equipped with OnStar. Involved ...
Mileage In/Mileage Out - 08/09/2011
... necessary before and/or after to be sure the repair corrected the concern. The customer should be asked at write up for permission to test drive their vehicle. Some customers may not want their vehicle driven, especially with the price...
September 2011 Recall Update - 09/19/2011
... are to install a new design fuel level sensor. GM will pay 50% of the eligible repair and the customer is responsible for the remaining 50%. Submission details for customers with GMPP plans may be found within the latest release of the special coverage...
Where are the Manuals? - 03/11/2013
... operation to use for each maintenance service. It's important to note that this guide states that customers must have their maintenance under this program performed only at a Cadillac Certified Service dealership. Certified Pre-Owned Operations Guide...
Reject of the Month - 07/02/2012
... stated; "the intent of this information is to help your dealership service department identify customers who have purchased a contract that may help them with making repair decisions on their vehicles." Service advisors should be educated to review IVH...
Reject of the Month - 08/09/2012
... After the tech diagnosed the concern, the manager authorized the policy decision with $1,000 customer participation.The transaction was submitted with the transmission replacement operation, with other labour time and excessive parts for the repair....
Rear Seat Belt Cross Buckle Design Layout - 02/04/2010
... year and to include a seat belt part number. The bulletin has been issued to provide dealers and customers with the layout of the rear cross seat belt buckle design. The cross design was engineered to provide more comfort to the rear seat passengers...
Vehicle Policy - 03/11/2010
When it is determined that a policy decision should be offered to a customer in GWM, a ZREG transaction is submitted with authorization for "Beyond Warranty Limits" selected. The term vehicle policy was formerly referred to as Goodwill in the WINS system...
Glitzy Big City Store - 07/02/2010
... that were cast off during GM's bankruptcy. All dealerships, both big and small, will provide the customer service of a glitzy big city store. Cadillac recently finished number 2 for customer satisfaction with dealership sales and service in the JD Power...
Strategy Based Diagnosis - 09/25/2018
... situation. The steps in strategy based diagnosis are as follows: Understand and verify the customer’s concern. This will only be accomplished when service advisors take the time to get good information from the customer. Questions should always...
Disclosure Requirements - 11/21/2017
... recycled parts, or parts not supplied by General Motors, you must disclose this information to the customer. Customers who purchase a non-GM service contract must also be made aware of this fact. The intent of this disclosure is to clearly indicate that...
September 2017 Recall Update - 08/21/2017
Customer Satisfaction Program 16185: No Start or Loss of Propulsion: Approximately 14,500 vehicles are included in the recall program that addresses a condition with the high voltage interlock connector. To correct the condition the dealer is required ...
More on Add On Repairs - 03/21/2017
... aware of. If a defect was found during a multi-point inspection, verified by management and the customer did not have time to do the repair that day, or a part had to be ordered, it is still considered an add on repair when the customer returns at a...
Rental Policies - 10/26/2016
... reason for courtesy transportation, the type provided, date, times, and driver information. Rental reimbursement from an outside rental company is $38 per day; reimbursement for vehicles from the Courtesy Transportation Program is $42 for overnight repairs...
Tire Pressure Monitor - 09/27/2016
Fall is here and winter is just around the corner. As such, the service department may begin to see an increase of customers with concerns of their TPM light, or "low tire light," being on. To ensure that these customer concerns are addressed appropriately,...
May 2016 Recall Update - 04/28/2016
Customer Satisfaction Program 14284A: Upfitter Auxiliary Switches: The recall bulletin has been updated to increase the population, extend the expiration date, and revise the part information section. The recall will affect an additional 525 vehicles. ...
June 2016 Recall Update - 05/24/2016
... Prix; and 2006-2008 Saab 9-7x. Dealers are instructed to replace the HDM to correct the condition. Customer Satisfaction Recall 15488A: UBEC Engine Cooling Fan Relay Undersized: The recall program affects certain 2014-2016 Chevrolet Impala vehicles...
Consequential Damage - 06/27/2016
Getting a detailed customer concern documented on the job card is not only a GM requirement, it is essential that the technician completely understands what problems the customer is experiencing and wants to get corrected. Service advisors should listen...
Updates to the Dealer Empowerment Portal - 08/23/2016
... replacements using a non-GM partEngine, transmission, and transfer case replacement for customer satisfactionWhen DMA approval is required, the Warranty Support Center needs to see the form showing the DMA's approval when the transaction is submitted...
Engineering Information Bulletins - 07/28/2016
... Vehicle History are two applications in GlobalConnect that detail important information about a customer's vehicle. Whenever a customer brings their vehicle into your dealership, these applications must be used to review information about the vehicle....
Recalls That Expire - 03/01/2016
GM will announce to service agents and customers a situation that involves a product concern or regulatory requirement applicable to specific vehicles requiring an inspection or repair. The common term for this action is called a "recall". The official...
The User Options Tab - 12/09/2013
... service manager would like to analyze the number and dollar amount of transactions that involved customer/service agent participation amount, with the total amount paid by GM.Customer/Service Agent Participation Amount and Total Amount have been selected...
One Labour Code or Two: - 05/14/2013
... product failures to GM.The first paragraph in this bulletin states: "In rare situations, one customer concern can result in the need to repair/replace two or more components. When this occurs, it's sometimes unclear which labor code(s) should be applied...
Dealer Branded Prepaid Maintenance - 07/03/2013
Studies have shown that dealer branded prepaid maintenance programs that are 100% funded by customers are boosting service revenue by 15% and customer retention to 60% and higher. It has also been found that 90% or more of the customers purchasing the...
June 2013 Recall Update - 06/19/2013
Customer Satisfaction Program 11160B: Loss of Air Conditioning-Reprogram Body Control Module-Revised: The program has been updated to extend the expiration date to September 30, 2013. Certain 2011 Chevrolet Camaro vehicles may have a condition in which ...
Increase In Sales - 05/09/2014
GM posted an 8 percent increase in retail sales last month and a 7 percent gain overall. Customers that have been affected by the ignition switch recall were initially offered a $500 discount toward the purchase of a new vehicle. GM is now allowing those...
January 2014 Recall Update - 01/10/2014
... Vacuum Micro Switch: This recall was announced in late October, 2013. Due to part availability, customers are contacted in phases. Customers located in higher elevation states were included in the first phase, due to an increased susceptibility to possible...
Parts and Accessories and Lifetime Parts Warranty - 01/10/2014
... regarding this warranty are:GM recommends that job cards state the warranty coverage so that the customer has the warranty coverage in writing.ZPTI is the transaction type used when processing a part warranty for an installed part. ZPTC is the transaction...
Windshield Replacements - 02/27/2014
... markup, except when DMA authorization is obtained. When a non-GM windshield is installed, the customer must be informed and notes supporting the non-GM glass documented on the job card. Bulletin 05-08-48-001 ...
Labour Code Application - 01/28/2014
... we thought it was a good time to review the proper procedures for labour code application.Each customer concern should result in one repair, unless otherwise directed by a service bulletin. Any exceptions must be brought to the attention of service management...
APO and Trailer Lighting Reminder - 12/01/2015
If a customer brings a vehicle to the service department with either the Accessory Power Outlet or Trailer Lighting systems inoperative due to an open fuse, and a problem is not identified with the vehicle, it is reasonable to suspect that something the...
Non-GM Parts Require DMA Approval - 10/23/2015
... used parts is prohibited as well. If a non-GM part is approved by the service agent's DMA and the customer, the Disclosure of non-GM Products form found in the Policy and Procedures manual, article 5.3.1, should be utilized to properly disclose the use...
Recall 14294 - 03/26/2015
In the unusual event you order and prepare key assemblies for a customer and the customer subsequently refuses completion of the recall, dealers are instructed to claim parts and labor. Submit a ZREG transaction using labor operation 6410070, check the...
July 2015 Recall Update - 06/30/2015
... Cruze vehicles equipped with a 1.4L DOHC turbo engine and a 6T40 FWD automatic transmission.Customer Satisfaction Program 13322B: Navigation Radio Loss of Customer Settings: The bulletin has been revised to include the 2012 model year Cadillac SRX vehicles...
Cross-Line Warranty - 07/29/2015
... repairs on a vehicle that is not of the same franchise. Prior to the year 2000, if a Buick customer wanted to take their vehicle to a Chevrolet dealership for warranty repairs, the Chevrolet dealership had no means of getting reimbursed. With the addition...
Bulletin 04-00-89-015J: - 03/26/2015
... Procedures document is an integral part of the warranty process at the dealership level. The customer signature continues to be one of the most often missed pieces of information on the warranty job card. The customer's signature authorizes the...
Dealer Case Management System - 04/29/2020
... within GlobalConnect (App Center) and allows dealers to view, add, and update their Voice of Customer (VOC), Customer Assistance Center (CAC), and Technical Assistance Center (TAC) cases. DCM increases the speed and efficiency of case management resulting...
The Basics - 06/23/2020
... claim prior to submission to confirm that the little/seemingly insignificant things are complete: customer signature on the Authorization to Perform Repair line, 3 C’s thoroughly and clearly support the repair, including the percent of oil life...
July 2020 Recall Update - 06/23/2020
... engine. The bulletin has been updated to allow all states to perform the repair and to include the customer letter. Safety Recall N182206311-05 Diesel Engine Block Heater Cord: The recall affects certain 2017-19 Chevrolet Silverado 2500/3500, 2017-19...
Fall is here and winter is just around the corner. As such, the service department may begin to see an increase of customers with concerns of their TPM light, or "low tire light," being on. To ensure that these customer concerns are addressed appropriately,...
May 2016 Recall Update - 04/28/2016
Customer Satisfaction Program 14284A: Upfitter Auxiliary Switches: The recall bulletin has been updated to increase the population, extend the expiration date, and revise the part information section. The recall will affect an additional 525 vehicles. ...
June 2016 Recall Update - 05/24/2016
... Prix; and 2006-2008 Saab 9-7x. Dealers are instructed to replace the HDM to correct the condition. Customer Satisfaction Recall 15488A: UBEC Engine Cooling Fan Relay Undersized: The recall program affects certain 2014-2016 Chevrolet Impala vehicles...
Consequential Damage - 06/27/2016
Getting a detailed customer concern documented on the job card is not only a GM requirement, it is essential that the technician completely understands what problems the customer is experiencing and wants to get corrected. Service advisors should listen...
Updates to the Dealer Empowerment Portal - 08/23/2016
... replacements using a non-GM partEngine, transmission, and transfer case replacement for customer satisfactionWhen DMA approval is required, the Warranty Support Center needs to see the form showing the DMA's approval when the transaction is submitted...
Engineering Information Bulletins - 07/28/2016
... Vehicle History are two applications in GlobalConnect that detail important information about a customer's vehicle. Whenever a customer brings their vehicle into your dealership, these applications must be used to review information about the vehicle....
Recalls That Expire - 03/01/2016
GM will announce to service agents and customers a situation that involves a product concern or regulatory requirement applicable to specific vehicles requiring an inspection or repair. The common term for this action is called a "recall". The official...
The User Options Tab - 12/09/2013
... service manager would like to analyze the number and dollar amount of transactions that involved customer/service agent participation amount, with the total amount paid by GM.Customer/Service Agent Participation Amount and Total Amount have been selected...
One Labour Code or Two: - 05/14/2013
... product failures to GM.The first paragraph in this bulletin states: "In rare situations, one customer concern can result in the need to repair/replace two or more components. When this occurs, it's sometimes unclear which labor code(s) should be applied...
Dealer Branded Prepaid Maintenance - 07/03/2013
Studies have shown that dealer branded prepaid maintenance programs that are 100% funded by customers are boosting service revenue by 15% and customer retention to 60% and higher. It has also been found that 90% or more of the customers purchasing the...
June 2013 Recall Update - 06/19/2013
Customer Satisfaction Program 11160B: Loss of Air Conditioning-Reprogram Body Control Module-Revised: The program has been updated to extend the expiration date to September 30, 2013. Certain 2011 Chevrolet Camaro vehicles may have a condition in which ...
Increase In Sales - 05/09/2014
GM posted an 8 percent increase in retail sales last month and a 7 percent gain overall. Customers that have been affected by the ignition switch recall were initially offered a $500 discount toward the purchase of a new vehicle. GM is now allowing those...
January 2014 Recall Update - 01/10/2014
... Vacuum Micro Switch: This recall was announced in late October, 2013. Due to part availability, customers are contacted in phases. Customers located in higher elevation states were included in the first phase, due to an increased susceptibility to possible...
Parts and Accessories and Lifetime Parts Warranty - 01/10/2014
... regarding this warranty are:GM recommends that job cards state the warranty coverage so that the customer has the warranty coverage in writing.ZPTI is the transaction type used when processing a part warranty for an installed part. ZPTC is the transaction...
Windshield Replacements - 02/27/2014
... markup, except when DMA authorization is obtained. When a non-GM windshield is installed, the customer must be informed and notes supporting the non-GM glass documented on the job card. Bulletin 05-08-48-001 ...
Labour Code Application - 01/28/2014
... we thought it was a good time to review the proper procedures for labour code application.Each customer concern should result in one repair, unless otherwise directed by a service bulletin. Any exceptions must be brought to the attention of service management...
APO and Trailer Lighting Reminder - 12/01/2015
If a customer brings a vehicle to the service department with either the Accessory Power Outlet or Trailer Lighting systems inoperative due to an open fuse, and a problem is not identified with the vehicle, it is reasonable to suspect that something the...
Non-GM Parts Require DMA Approval - 10/23/2015
... used parts is prohibited as well. If a non-GM part is approved by the service agent's DMA and the customer, the Disclosure of non-GM Products form found in the Policy and Procedures manual, article 5.3.1, should be utilized to properly disclose the use...
Recall 14294 - 03/26/2015
In the unusual event you order and prepare key assemblies for a customer and the customer subsequently refuses completion of the recall, dealers are instructed to claim parts and labor. Submit a ZREG transaction using labor operation 6410070, check the...
July 2015 Recall Update - 06/30/2015
... Cruze vehicles equipped with a 1.4L DOHC turbo engine and a 6T40 FWD automatic transmission.Customer Satisfaction Program 13322B: Navigation Radio Loss of Customer Settings: The bulletin has been revised to include the 2012 model year Cadillac SRX vehicles...
Cross-Line Warranty - 07/29/2015
... repairs on a vehicle that is not of the same franchise. Prior to the year 2000, if a Buick customer wanted to take their vehicle to a Chevrolet dealership for warranty repairs, the Chevrolet dealership had no means of getting reimbursed. With the addition...
Bulletin 04-00-89-015J: - 03/26/2015
... Procedures document is an integral part of the warranty process at the dealership level. The customer signature continues to be one of the most often missed pieces of information on the warranty job card. The customer's signature authorizes the...
Dealer Case Management System - 04/29/2020
... within GlobalConnect (App Center) and allows dealers to view, add, and update their Voice of Customer (VOC), Customer Assistance Center (CAC), and Technical Assistance Center (TAC) cases. DCM increases the speed and efficiency of case management resulting...
The Basics - 06/23/2020
... claim prior to submission to confirm that the little/seemingly insignificant things are complete: customer signature on the Authorization to Perform Repair line, 3 C’s thoroughly and clearly support the repair, including the percent of oil life...
July 2020 Recall Update - 06/23/2020
... engine. The bulletin has been updated to allow all states to perform the repair and to include the customer letter. Safety Recall N182206311-05 Diesel Engine Block Heater Cord: The recall affects certain 2017-19 Chevrolet Silverado 2500/3500, 2017-19...
When the Tow Bill Exceeds the Limit - 01/03/2020
... closest GM dealership. Use of GM Roadside Assistance is definitely encouraged to facilitate customer towing needs, but it isn’t always a practical solution. Depending on what part of the country you are in, Roadside Assistance can be a quick...
Reject of the Month - September 2019 - 08/27/2019
... after a warranty review. https://www.jlwarranty.com/Community/Videos/135/Warranty%20Briefs:%20Customer%20Signatures Missing customer signature. Signing a job card should be so automatic that service advisors ask for it without any thought going into...
Cadillac Moments Goodwill Tool - 05/29/2019
... situations, whether the vehicle is in warranty or not, by the dealer as a means of providing customers with an unforgettable experience. There is a $500 maximum for retail use of the labor operation, which may be used to purchase a gift card for a spa...
CPO Warranty Coverage - 03/26/2019
... frequency is still based on the Oil Life Monitoring System (OLM); however, for convenience, the customer may have their oil changed regardless of the percent remaining if they are due for a tire rotation. Tire rotations are recommended at 7,500 miles....
Roadside Assistance - 03/27/2019
... Assistance are available throughout the owner’s Powertrain warranty. There are three ways a customer can contact Roadside Assistance: By phone with 24-hour, 7 days a week access via toll-free phone assistance lines, the owner’s myBrand App,...
3 C's - 01/04/2023
... and subject to charge back in an audit situation. Much like a book, there is a beginning (the Customer Concern); the body (the Cause of Failure); and finally the ending (the Correction). What would a good book be without a beginning, middle, or end?...
Reject of the Month - April 2023 - 03/23/2023
... recent MOR’s we have taken note of the following compliance trends with the process: Customer Signatures: Compliance concerns with missing customer signatures are becoming more prevalent with Service Agent owned vehicles. When servicing a Service...
Retrofit Campaigns - 10/28/2022
It is expected that all customers impacted by the Heated and Ventilated Seat shortage should be eligible for retrofit by the end of 2022. With the remaining extensive volume of vehicles, actual vehicle completions will continue into the beginning of 2023....
June 2022 Recall Update - 05/25/2022
... status. The recall affects certain 2020-22 Chevrolet Bolt EV and 2022 Bolt EUV vehicles. Customer Satisfaction Recall N212351810 Both Driver and Passenger Rear Wheelhouse Shy Sealer: Approximately 489 vehicles are involved in the recall that addresses...
Labor Operations for Single Failures and Consequential Damage - 05/23/2023
A single customer concern generally results in a single repair. However, there are times when a single customer concern ends up requiring more than one repair to correct that concern. Examples include: One fluid leak concern, but more than one...
Add on Repairs - 04/25/2023
The two most common examples of add on repair situations are when: The customer contacts the service advisor to add another concern that was not mentioned at the time of job card write up. Or when a technician discovers a defect that is not noted...
Reject of the Month - April 2024 - 03/23/2024
... recent MOR’s we have taken note of the following compliance trends with the process: Customer Signatures: Compliance concerns with missing customer signatures are becoming more prevalent with Service Agent owned vehicles. When servicing a Service...
PET Exceptions - 10/28/2022
A Policy repair can be offered to any customer whose vehicle is out of warranty and is requesting GM’s assistance. But not for all repairs. After diagnosis, it is a requirement to use the Policy Evaluation Tool to determine what the GM participation...
The U-Courtesy Transportation Program - 08/22/2022
... Buick, and GMC dealers the flexibility to use select used vehicles to take care of their customers. The program is separate from the GM Courtesy Transportation Program and requires dealer enrollment for participation. The program has been extended to...
April 2023 Recall Update - 03/23/2023
... the ECM with corrected software. Approximately 11,146 vehicles are included in the program. Customer Satisfaction Recall N222371150-01 Steering Wheel Retrofit: The service procedure section of the recall has been revised to add a caution statement and...
Reject of the Month - February 2023 - 01/24/2023
Error 021: Service Agent exceeded the allowed amount for ZSSP transaction type. A customer visited the dealership for several routine service items for their 2017 Chevrolet Tahoe, including a LOF and tire rotation, inspection of a brake pulsation, and...
April 2019 Recall Update - 03/27/2019
... belt drive rack and pinion steering gear to address a loss of power steering assist. Customer Satisfaction Recall 18165-03: Super Cruise Control Software Improvement: The recall bulletin has been updated to include a revised customer letter and...
Mail Out Review & Add On Repairs - 04/22/2019
... authorization, missing/inaccurate time documentation and/or missing or incomplete documentation of customer permission. To begin, let’s examine how/why an add on repair comes into play: The customer contacts the service advisor to add another...
June 2019 Recall Update - 05/29/2019
Customer Satisfaction Recall N172130462-01: Loss of Propulsion Due to Low Cell Voltage: The recall bulletin has been revised to include the 2014-15 model year Chevrolet Volt and Cadillac ELR. The program includes approximately 36,220 vehicles. As software ...
Pre-Delivery Inspection Processes - 07/30/2019
GM states that customers often consider the condition of a vehicle at delivery as a direct reflection on the dealership and how much they care about the vehicles they sell. For some technicians, the pre-delivery process is thought of as an ordinary task,...
Recall Summary Update - 01/28/2020
... section. Certain 2010-11 Chevrolet Malibu vehicles are involved in the recall population. Customer Satisfaction Recall N192220080: Engine Oil Cooler Lines Detaching: There are approximately 140 vehicles in the State of Alaska that are involved in the...
I'm Just a Warranty Claim - 05/29/2020
There’s a lot of steps to get to an accepted warranty transaction. Every repair, whether it is customer pay or warranty begins with the customer check in process, where the customer is greeted and directed to an available advisor in preparation...
The Parts Policies & Procedures Manual - 10/27/2020
... and accessories that are sold over the counter receive 24-month coverage from the date of original customer purchase (parts only). Subsequent replacements under the warranty will be covered with the remaining terms based on the date of the original purchased...
Bulletin Updates - 04/29/2021
... failure caused by an internal component, assembly failure caused by an external component, and one customer concern with separate causes of failure. Bulletin 11-00-89-005Q Dealer Empowerment for Goodwill, Customer Enthusiasm, and Policy: The bulletin...
Goodwill Tools (Part I) - 01/27/2021
General Motors empowers its dealers with the ability to use what is referred to as Goodwill Tools to satisfy and retain customers that are loyal to their vehicle brand and your dealership. These tools are intended to help resolve customer issues, offset...
... closest GM dealership. Use of GM Roadside Assistance is definitely encouraged to facilitate customer towing needs, but it isn’t always a practical solution. Depending on what part of the country you are in, Roadside Assistance can be a quick...
Reject of the Month - September 2019 - 08/27/2019
... after a warranty review. https://www.jlwarranty.com/Community/Videos/135/Warranty%20Briefs:%20Customer%20Signatures Missing customer signature. Signing a job card should be so automatic that service advisors ask for it without any thought going into...
Cadillac Moments Goodwill Tool - 05/29/2019
... situations, whether the vehicle is in warranty or not, by the dealer as a means of providing customers with an unforgettable experience. There is a $500 maximum for retail use of the labor operation, which may be used to purchase a gift card for a spa...
CPO Warranty Coverage - 03/26/2019
... frequency is still based on the Oil Life Monitoring System (OLM); however, for convenience, the customer may have their oil changed regardless of the percent remaining if they are due for a tire rotation. Tire rotations are recommended at 7,500 miles....
Roadside Assistance - 03/27/2019
... Assistance are available throughout the owner’s Powertrain warranty. There are three ways a customer can contact Roadside Assistance: By phone with 24-hour, 7 days a week access via toll-free phone assistance lines, the owner’s myBrand App,...
3 C's - 01/04/2023
... and subject to charge back in an audit situation. Much like a book, there is a beginning (the Customer Concern); the body (the Cause of Failure); and finally the ending (the Correction). What would a good book be without a beginning, middle, or end?...
Reject of the Month - April 2023 - 03/23/2023
... recent MOR’s we have taken note of the following compliance trends with the process: Customer Signatures: Compliance concerns with missing customer signatures are becoming more prevalent with Service Agent owned vehicles. When servicing a Service...
Retrofit Campaigns - 10/28/2022
It is expected that all customers impacted by the Heated and Ventilated Seat shortage should be eligible for retrofit by the end of 2022. With the remaining extensive volume of vehicles, actual vehicle completions will continue into the beginning of 2023....
June 2022 Recall Update - 05/25/2022
... status. The recall affects certain 2020-22 Chevrolet Bolt EV and 2022 Bolt EUV vehicles. Customer Satisfaction Recall N212351810 Both Driver and Passenger Rear Wheelhouse Shy Sealer: Approximately 489 vehicles are involved in the recall that addresses...
Labor Operations for Single Failures and Consequential Damage - 05/23/2023
A single customer concern generally results in a single repair. However, there are times when a single customer concern ends up requiring more than one repair to correct that concern. Examples include: One fluid leak concern, but more than one...
Add on Repairs - 04/25/2023
The two most common examples of add on repair situations are when: The customer contacts the service advisor to add another concern that was not mentioned at the time of job card write up. Or when a technician discovers a defect that is not noted...
Reject of the Month - April 2024 - 03/23/2024
... recent MOR’s we have taken note of the following compliance trends with the process: Customer Signatures: Compliance concerns with missing customer signatures are becoming more prevalent with Service Agent owned vehicles. When servicing a Service...
PET Exceptions - 10/28/2022
A Policy repair can be offered to any customer whose vehicle is out of warranty and is requesting GM’s assistance. But not for all repairs. After diagnosis, it is a requirement to use the Policy Evaluation Tool to determine what the GM participation...
The U-Courtesy Transportation Program - 08/22/2022
... Buick, and GMC dealers the flexibility to use select used vehicles to take care of their customers. The program is separate from the GM Courtesy Transportation Program and requires dealer enrollment for participation. The program has been extended to...
April 2023 Recall Update - 03/23/2023
... the ECM with corrected software. Approximately 11,146 vehicles are included in the program. Customer Satisfaction Recall N222371150-01 Steering Wheel Retrofit: The service procedure section of the recall has been revised to add a caution statement and...
Reject of the Month - February 2023 - 01/24/2023
Error 021: Service Agent exceeded the allowed amount for ZSSP transaction type. A customer visited the dealership for several routine service items for their 2017 Chevrolet Tahoe, including a LOF and tire rotation, inspection of a brake pulsation, and...
April 2019 Recall Update - 03/27/2019
... belt drive rack and pinion steering gear to address a loss of power steering assist. Customer Satisfaction Recall 18165-03: Super Cruise Control Software Improvement: The recall bulletin has been updated to include a revised customer letter and...
Mail Out Review & Add On Repairs - 04/22/2019
... authorization, missing/inaccurate time documentation and/or missing or incomplete documentation of customer permission. To begin, let’s examine how/why an add on repair comes into play: The customer contacts the service advisor to add another...
June 2019 Recall Update - 05/29/2019
Customer Satisfaction Recall N172130462-01: Loss of Propulsion Due to Low Cell Voltage: The recall bulletin has been revised to include the 2014-15 model year Chevrolet Volt and Cadillac ELR. The program includes approximately 36,220 vehicles. As software ...
Pre-Delivery Inspection Processes - 07/30/2019
GM states that customers often consider the condition of a vehicle at delivery as a direct reflection on the dealership and how much they care about the vehicles they sell. For some technicians, the pre-delivery process is thought of as an ordinary task,...
Recall Summary Update - 01/28/2020
... section. Certain 2010-11 Chevrolet Malibu vehicles are involved in the recall population. Customer Satisfaction Recall N192220080: Engine Oil Cooler Lines Detaching: There are approximately 140 vehicles in the State of Alaska that are involved in the...
I'm Just a Warranty Claim - 05/29/2020
There’s a lot of steps to get to an accepted warranty transaction. Every repair, whether it is customer pay or warranty begins with the customer check in process, where the customer is greeted and directed to an available advisor in preparation...
The Parts Policies & Procedures Manual - 10/27/2020
... and accessories that are sold over the counter receive 24-month coverage from the date of original customer purchase (parts only). Subsequent replacements under the warranty will be covered with the remaining terms based on the date of the original purchased...
Bulletin Updates - 04/29/2021
... failure caused by an internal component, assembly failure caused by an external component, and one customer concern with separate causes of failure. Bulletin 11-00-89-005Q Dealer Empowerment for Goodwill, Customer Enthusiasm, and Policy: The bulletin...
Goodwill Tools (Part I) - 01/27/2021
General Motors empowers its dealers with the ability to use what is referred to as Goodwill Tools to satisfy and retain customers that are loyal to their vehicle brand and your dealership. These tools are intended to help resolve customer issues, offset...
August 2015 Recall Update - 07/29/2015
... outside of the front outboard seating positions on certain 2011-2012 Chevrolet Malibu vehicles. Customers were notified of the recall in mid-June. The notification also advised that parts are currently not available to perform the repair. If a customer...
Transmitter/Fob Appearance - 07/29/2015
... 2 transmitters per vehicle at a cost of $4.04, plus mark-up, entered in the parts field. The Customer Enthusiasm box must be checked when submitting for claim reimbursement. ...
January 2017 Recall Update - 12/21/2016
... certain 2009-2014 Buick Enclave, Chevrolet Traverse, GMC Acadia; 2009-2010 Saturn Outlook. Customer Satisfaction Program 16055: Reduced Propulsion Power: Certain 2016-2017 Chevrolet Volt vehicles may have an illuminated Propulsion Power is Reduced...
Add-On Concern - Service Manager Verification - 02/17/2017
... Examples “Any warranty/policy concern not expressed orally or in writing by the customer at initial write-up must be first inspected and verified by the service manager before it is added to the job card.” Service P&P Manual Article 3.2.12 Two...
BOGO ACDelco Advantage Wiper Blade Promo - 11/21/2017
... dealer cost of a part in the net item field, and the part number in the comments field. The customer is responsible for paying the dealer’s state labor charges, taxes, and fees....
Filing and Supporting Documentation - 01/22/2018
... account for all vehicle service events (warranty, policy, transportation, pre-delivery, recall, customer pay, internal, and body shop repairs, etc) performed by the service agent. With required records kept for a minimum of 24 months from the date of...
Replacement Parts Warranty - 04/23/2018
... PARTS - All GM Service Replacement parts, when installed at a GM dealership as part of a customer pay repair, will now have a 24 month, unlimited mileage warranty. If a part is replaced while the vehicle is still under the New Vehicle warranty, coverage...
October 2012 Recall Update - 10/08/2012
... with a 4-speed transmission. Dealers will be advised when the recall bulletin is released and when customer notification will be sent.Safety Recall 12166 - Fuel Filler Pipe Corrosion: A corrosion condition with the fuel filler pipe may exist in certain...
Maintenance Coupon Reminder - 04/13/2012
About a year ago the GM Card RouteOne Program was announced. New GM Card RouteOne customers received two maintenance certificates, and each included a complimentary lube, oil and filter, tire rotation and 27-point inspection. Dealerships participating...
GM Certified Service Employee Discount Program - 02/26/2013
The GM employee discount program that offers all US GM salaried, hourly and retired employees a discount towards any customer pay service or parts purchased at a participating US dealership has been extended for the 2013 calendar year. The discount is...
VINs That Fall Between The Cracks - 11/17/2011
... and labour operation from the Labour Time Guide. This allows the dealer to satisfy the customer's needs, but requires the use of self-authorization.The dealer may also offer to goodwill the transaction with customer participation. Once again, the dealer...
Special Policies Performed On Vehicles With No Special Policies - 04/27/2011
... outline specific defects that are not necessarily safety concerns but may require repair for customer satisfaction. Special coverage essentially applies extended coverage for a specific component beyond the terms of the factory warranty. Any updates...
Checking Tires - 10/13/2010
... on every vehicle that enters their facility for service or repairs. They must also indicate on the customer's invoice that a tire inflation service was performed and supply the tire pressure measurements after the service. This new regulation does not...
November 2011 Recall Update - 11/17/2011
Customer Satisfaction Program 11137B - Product Enhancements: Certain 2011 Chevrolet Volt vehicles may have a software update available that will address several customer concerns. Dealers are to reprogram various modules with updated software and calibrations, ...
March 2013 Recall Update - 03/11/2013
Customer Satisfaction Program 09132D - Power Steering Hose Leak: The bulletin has been updated to extend the expiration date to February 28, 2014. Certain 2006 Chevrolet Impala, Monte Carlo vehicles equipped with a V6 and V8 engine and 2005-2006 Pontiac ...
Brake Pads and Rotors - 08/30/2012
... point. When that point is during the bumper-to-bumper warranty period, the expectation of many customers is that the replacement will be covered as warranty.Brake pads are among the items listed that are considered a maintenance repair. It is stated...
April 2012 Recall Update - 04/13/2012
Customer Satisfaction Program 11188 - Enhanced 120 Volt Charge Card: Approximately 17,000 Volt's are involved in a campaign to exchange the 120 volt charge cord. A new enhanced charge cord is being made available for certain 2011-2012 model year Volt ...
Poor Fuel Mileage - 03/08/2012
Your customer schedules an appointment to have their vehicle looked at because they are not getting the fuel mileage they expected. You ask the important questions your technician will need to know: Is the SES light on? Is the performance of the vehicle...
Certified Technology Expert - 05/02/2012
... Radio, Buick and GMC IntelliLink, and Cadillac CUE systems, GM is making plans to ensure that the customer understands the proper operation of these cutting edge systems. This is the primary goal of the Certified Technology Expert's role. GM requires...
Warranty Performance Analysis - 02/04/2010
... sold each day by the service advisors. Use the following to take a look at some of your numbers:Customer Labor Sales _____________ Parts ________ Total _________ Customer Labor Gross Profit...
Courtesy Transportation Program Guidelines - 04/23/2018
The Chevrolet Buick GMC Courtesy Transportation program’s stated objective is, “To allow customers the convenience of alternative short-term transportation for either a service visit or an opportunity to test drive the latest GM vehicles and...
Avoiding Add On Repair Flags - 03/26/2018
... manual, Article 3.2.12, the following is stated: Regardless of the date, subsequent warranty customer concerns based on Multi-Point Vehicle Inspections are considered added customer concerns and will be treated as such. If you find a defect on a customer’s...
GM Employee Discount - 01/22/2018
... year. The program offers all US GM salaried, hourly, and retired employees a discount towards any customer-pay service or parts purchase at participating US dealerships. Additionally, for the 2018 calendar year, eligible employees/retirees also...
July 2017 Recall Update - 06/19/2017
... to perform the repair, only 2009 models were eligible when the recall was released in March 2017. Customer Satisfaction Recall 16116: MY2017 Steering Gear Installed in MY2016 Vehicles: Approximately 3,800 vehicles may have been built with a MY2017 gear...
CPO Warranty Coverage - 03/21/2017
... frequency is still based on the Oil Life Monitoring System (OLM); however, for convenience, the customer may have their oil changed regardless of the percent remaining if they are due for a tire rotation. Tire rotations are recommended at 7,500 miles....
... outside of the front outboard seating positions on certain 2011-2012 Chevrolet Malibu vehicles. Customers were notified of the recall in mid-June. The notification also advised that parts are currently not available to perform the repair. If a customer...
Transmitter/Fob Appearance - 07/29/2015
... 2 transmitters per vehicle at a cost of $4.04, plus mark-up, entered in the parts field. The Customer Enthusiasm box must be checked when submitting for claim reimbursement. ...
January 2017 Recall Update - 12/21/2016
... certain 2009-2014 Buick Enclave, Chevrolet Traverse, GMC Acadia; 2009-2010 Saturn Outlook. Customer Satisfaction Program 16055: Reduced Propulsion Power: Certain 2016-2017 Chevrolet Volt vehicles may have an illuminated Propulsion Power is Reduced...
Add-On Concern - Service Manager Verification - 02/17/2017
... Examples “Any warranty/policy concern not expressed orally or in writing by the customer at initial write-up must be first inspected and verified by the service manager before it is added to the job card.” Service P&P Manual Article 3.2.12 Two...
BOGO ACDelco Advantage Wiper Blade Promo - 11/21/2017
... dealer cost of a part in the net item field, and the part number in the comments field. The customer is responsible for paying the dealer’s state labor charges, taxes, and fees....
Filing and Supporting Documentation - 01/22/2018
... account for all vehicle service events (warranty, policy, transportation, pre-delivery, recall, customer pay, internal, and body shop repairs, etc) performed by the service agent. With required records kept for a minimum of 24 months from the date of...
Replacement Parts Warranty - 04/23/2018
... PARTS - All GM Service Replacement parts, when installed at a GM dealership as part of a customer pay repair, will now have a 24 month, unlimited mileage warranty. If a part is replaced while the vehicle is still under the New Vehicle warranty, coverage...
October 2012 Recall Update - 10/08/2012
... with a 4-speed transmission. Dealers will be advised when the recall bulletin is released and when customer notification will be sent.Safety Recall 12166 - Fuel Filler Pipe Corrosion: A corrosion condition with the fuel filler pipe may exist in certain...
Maintenance Coupon Reminder - 04/13/2012
About a year ago the GM Card RouteOne Program was announced. New GM Card RouteOne customers received two maintenance certificates, and each included a complimentary lube, oil and filter, tire rotation and 27-point inspection. Dealerships participating...
GM Certified Service Employee Discount Program - 02/26/2013
The GM employee discount program that offers all US GM salaried, hourly and retired employees a discount towards any customer pay service or parts purchased at a participating US dealership has been extended for the 2013 calendar year. The discount is...
VINs That Fall Between The Cracks - 11/17/2011
... and labour operation from the Labour Time Guide. This allows the dealer to satisfy the customer's needs, but requires the use of self-authorization.The dealer may also offer to goodwill the transaction with customer participation. Once again, the dealer...
Special Policies Performed On Vehicles With No Special Policies - 04/27/2011
... outline specific defects that are not necessarily safety concerns but may require repair for customer satisfaction. Special coverage essentially applies extended coverage for a specific component beyond the terms of the factory warranty. Any updates...
Checking Tires - 10/13/2010
... on every vehicle that enters their facility for service or repairs. They must also indicate on the customer's invoice that a tire inflation service was performed and supply the tire pressure measurements after the service. This new regulation does not...
November 2011 Recall Update - 11/17/2011
Customer Satisfaction Program 11137B - Product Enhancements: Certain 2011 Chevrolet Volt vehicles may have a software update available that will address several customer concerns. Dealers are to reprogram various modules with updated software and calibrations, ...
March 2013 Recall Update - 03/11/2013
Customer Satisfaction Program 09132D - Power Steering Hose Leak: The bulletin has been updated to extend the expiration date to February 28, 2014. Certain 2006 Chevrolet Impala, Monte Carlo vehicles equipped with a V6 and V8 engine and 2005-2006 Pontiac ...
Brake Pads and Rotors - 08/30/2012
... point. When that point is during the bumper-to-bumper warranty period, the expectation of many customers is that the replacement will be covered as warranty.Brake pads are among the items listed that are considered a maintenance repair. It is stated...
April 2012 Recall Update - 04/13/2012
Customer Satisfaction Program 11188 - Enhanced 120 Volt Charge Card: Approximately 17,000 Volt's are involved in a campaign to exchange the 120 volt charge cord. A new enhanced charge cord is being made available for certain 2011-2012 model year Volt ...
Poor Fuel Mileage - 03/08/2012
Your customer schedules an appointment to have their vehicle looked at because they are not getting the fuel mileage they expected. You ask the important questions your technician will need to know: Is the SES light on? Is the performance of the vehicle...
Certified Technology Expert - 05/02/2012
... Radio, Buick and GMC IntelliLink, and Cadillac CUE systems, GM is making plans to ensure that the customer understands the proper operation of these cutting edge systems. This is the primary goal of the Certified Technology Expert's role. GM requires...
Warranty Performance Analysis - 02/04/2010
... sold each day by the service advisors. Use the following to take a look at some of your numbers:Customer Labor Sales _____________ Parts ________ Total _________ Customer Labor Gross Profit...
Courtesy Transportation Program Guidelines - 04/23/2018
The Chevrolet Buick GMC Courtesy Transportation program’s stated objective is, “To allow customers the convenience of alternative short-term transportation for either a service visit or an opportunity to test drive the latest GM vehicles and...
Avoiding Add On Repair Flags - 03/26/2018
... manual, Article 3.2.12, the following is stated: Regardless of the date, subsequent warranty customer concerns based on Multi-Point Vehicle Inspections are considered added customer concerns and will be treated as such. If you find a defect on a customer’s...
GM Employee Discount - 01/22/2018
... year. The program offers all US GM salaried, hourly, and retired employees a discount towards any customer-pay service or parts purchase at participating US dealerships. Additionally, for the 2018 calendar year, eligible employees/retirees also...
July 2017 Recall Update - 06/19/2017
... to perform the repair, only 2009 models were eligible when the recall was released in March 2017. Customer Satisfaction Recall 16116: MY2017 Steering Gear Installed in MY2016 Vehicles: Approximately 3,800 vehicles may have been built with a MY2017 gear...
CPO Warranty Coverage - 03/21/2017
... frequency is still based on the Oil Life Monitoring System (OLM); however, for convenience, the customer may have their oil changed regardless of the percent remaining if they are due for a tire rotation. Tire rotations are recommended at 7,500 miles....
July 2016 Recall Update - 06/27/2016
... Front Upper Control Arm Separation: The recall bulletin has been revised to update the Floor Plan Reimbursement table. Involved vehicles include the 2016 Cadillac Escalade, Escalade ESV, Chevrolet Silverado, Suburban, Tahoe, GMC Sierra, Yukon, Yukon...
Air Conditioning Repair Documentation - 06/27/2016
... for vehicles equipped with R-1234yf refrigerant. Many air conditioning repairs are due to the customer's concern of the system not blowing cold air. After repairing the vehicle, technicians must document on the job card how much refrigerant they had...
April 2015 Recall Update - 03/26/2015
... may affect certain 2010 Chevrolet Equinox and GMC Terrain vehicles equipped with a 2.4L engine.Customer Satisfaction Program 14648: OnStar Gen 8.xC Module Inoperative: There are approximately 42,180 vehicles that may have a performance issue with the...
Maintenance Programs - 09/02/2015
... are provided, but it is necessary to see the Cadillac Premium Care Maintenance Program Guide for reimbursement amounts.CPO Programs are also available in this section. The CPO Cadillac Premium Care Maintenance Program Guide provides reimbursement am...
More on Repeat Repairs - 10/02/2015
... management must look at the cause of failure and determine if two repairs (to correct a single customer concern) were necessary and how the repairs should be properly submitted. If the second repair is what corrected the problem, it's possible the first...
Rental Policies - 12/19/2014
... and dealer owned rental vehicles. As a reminder concerning other policies for rental reimbursement:Rentals are to be given out only for overnight repairs (except Cadillac).Service management written approval is required for four or more rental days....
It Takes a Village - 12/19/2014
... approvals require involvement before repairs are performed, service advisors need to know:A customer signature must be obtained prior to any work being performed. If it is missed, service management must not only sign in place of the customer, they have...
Updates, Recalls, & Special Coverage - 08/05/2014
... product issues and unsatisfactory conditions on the vehicles they build and will notify a customer when a Product Field Action, or recall as many call it, has been opened on their vehicle. Product Field Actions are sometimes announced when a vehicle...
Courtesy Transportation Update - 01/28/2014
... geographic areas in the State of New Jersey and select areas in New York and Connecticut. The reimbursement structure is as follows (as found in bulletin 07-00-89-037):Rental Rate Reimbursement Tier 1 Rentals (all GM brands/models, except Cadillac)...
July 2013 Recall Update - 07/03/2013
... expanded safety recall 12180 to include approximately 193,000 additional vehicles in states where customers were already eligible to have their vehicles repaired under special coverage 11323. The recall addresses a condition where fluid may enter the...
Reflections for the Year and Years Past - 12/09/2013
... code. The code was, and still is, created using the vehicle type, repair grid location, customer issue and issue size. New terms and definitions were established in 2012 for what we used to know as Goodwill, a blanket term that now incorporates...
Refurbished and Remanufactured Parts - 05/26/2021
... servicing a vehicle, the servicer may have a legal obligation to disclose in writing to the customer if remanufactured or refurbished parts will be installed during the service. If a remanufactured or refurbished part is actually installed in the customer’s...
Certified Service Private Offer - 06/29/2021
GM has announced a private promotion providing eligible customers $50 off or $25 off most services. The offer is available in June and July. Owners that spend $200 or more before taxes can receive $50 off (use labor operation 0602121) and owners that...
Battery Transaction Requirements - 11/25/2020
... repair line with appropriate authorization for additional parts and OLH. In the event the customer had to have their battery replaced elsewhere and the battery is not available, enter “REIMBURSEMENT” in the tester code field when reimbursement...
Add On Repair Approval Process Requirements - 12/29/2020
Once a job card is printed, any new customer concern added to it is considered an add on repair. It doesn’t matter if the customer is still standing right in front of you or they call you later in the day to tell you they had forgotten to tell you...
Correct OnTrac Rental Reasons - 07/30/2020
... of the person who is in charge of OnTrac entries to accurately identify the rental reason when a customer is put into one of the CTP vehicles. The rental reasons are: Service, both warranty and customer pay services. Body shop, both warranty and customer...
Courtesy Transportation Bulletin 07-00-89-037 - 12/02/2019
... as taxes or levies and use of a rental vehicle beyond completion of the warranty repair is the customer’s responsibility....
Assembly Consumer Warranty - 12/02/2019
... and Transfer Case assemblies have a 3 year or 100,000 mile warranty when purchased by the customer and installed by the dealership. When these components are replaced during the Powertrain warranty, the warranty is only the balance of the Powertrain...
Product Field Action Working Capital Assistance Program - 06/26/2019
... Dealers must submit a ZSET transaction for WCAP vehicle enrollment and a ZFAT transaction for reimbursement. The transaction for payment will reject if the ZSET transaction is not submitted first. For those submissions that are approved, the dealer will...
1 Concern, 2 Labor Operations, & Pyramid Repairs - 03/27/2019
When your customer expresses only one concern at write up but after the technician diagnoses the vehicle they find two separate, unrelated failures, separate labor operations that address each defect should be claimed on the job card. The second...
Choosing the Correct Labor Operation - 01/24/2023
When customers bring their vehicles to your dealership for repair, they relay to the service advisors what their vehicle is doing, or not doing. It is the responsibility of the service advisor to listen to those concerns, decide if the concern is a single...
Policy Repairs on Vehicles with a Service Contract - 01/24/2023
Many customers purchase Service Contracts, also referred to as Extended Warranties. These contracts are meant to cover repairs after the Manufacturer’s warranty has expired. There is no extended warranty that covers every repair a vehicle needs...
Engineering Information Bulletins - 01/24/2023
... that may exhibit this condition. As a result, this information will be used to root cause the customer’s concern and develop/validate a field fix, that may be announced in a future bulletin. Dealers are to proceed with EI bulletins only if the...
Cross-Line Warranty - 03/23/2023
From a customer’s perspective, there isn’t anything more frustrating or worrisome than a broken down vehicle away from home. The cross-line warranty program provides Service Agents with the ability to perform repairs for those customers who...
Add On Repair Minor Change - 03/23/2023
... or during the diagnostic process of a concern they did have, another problem was found. The customer added a concern after the job card was already printed. The sales staff noted a concern on an in-stock vehicle. The change that was made...
... Front Upper Control Arm Separation: The recall bulletin has been revised to update the Floor Plan Reimbursement table. Involved vehicles include the 2016 Cadillac Escalade, Escalade ESV, Chevrolet Silverado, Suburban, Tahoe, GMC Sierra, Yukon, Yukon...
Air Conditioning Repair Documentation - 06/27/2016
... for vehicles equipped with R-1234yf refrigerant. Many air conditioning repairs are due to the customer's concern of the system not blowing cold air. After repairing the vehicle, technicians must document on the job card how much refrigerant they had...
April 2015 Recall Update - 03/26/2015
... may affect certain 2010 Chevrolet Equinox and GMC Terrain vehicles equipped with a 2.4L engine.Customer Satisfaction Program 14648: OnStar Gen 8.xC Module Inoperative: There are approximately 42,180 vehicles that may have a performance issue with the...
Maintenance Programs - 09/02/2015
... are provided, but it is necessary to see the Cadillac Premium Care Maintenance Program Guide for reimbursement amounts.CPO Programs are also available in this section. The CPO Cadillac Premium Care Maintenance Program Guide provides reimbursement am...
More on Repeat Repairs - 10/02/2015
... management must look at the cause of failure and determine if two repairs (to correct a single customer concern) were necessary and how the repairs should be properly submitted. If the second repair is what corrected the problem, it's possible the first...
Rental Policies - 12/19/2014
... and dealer owned rental vehicles. As a reminder concerning other policies for rental reimbursement:Rentals are to be given out only for overnight repairs (except Cadillac).Service management written approval is required for four or more rental days....
It Takes a Village - 12/19/2014
... approvals require involvement before repairs are performed, service advisors need to know:A customer signature must be obtained prior to any work being performed. If it is missed, service management must not only sign in place of the customer, they have...
Updates, Recalls, & Special Coverage - 08/05/2014
... product issues and unsatisfactory conditions on the vehicles they build and will notify a customer when a Product Field Action, or recall as many call it, has been opened on their vehicle. Product Field Actions are sometimes announced when a vehicle...
Courtesy Transportation Update - 01/28/2014
... geographic areas in the State of New Jersey and select areas in New York and Connecticut. The reimbursement structure is as follows (as found in bulletin 07-00-89-037):Rental Rate Reimbursement Tier 1 Rentals (all GM brands/models, except Cadillac)...
July 2013 Recall Update - 07/03/2013
... expanded safety recall 12180 to include approximately 193,000 additional vehicles in states where customers were already eligible to have their vehicles repaired under special coverage 11323. The recall addresses a condition where fluid may enter the...
Reflections for the Year and Years Past - 12/09/2013
... code. The code was, and still is, created using the vehicle type, repair grid location, customer issue and issue size. New terms and definitions were established in 2012 for what we used to know as Goodwill, a blanket term that now incorporates...
Refurbished and Remanufactured Parts - 05/26/2021
... servicing a vehicle, the servicer may have a legal obligation to disclose in writing to the customer if remanufactured or refurbished parts will be installed during the service. If a remanufactured or refurbished part is actually installed in the customer’s...
Certified Service Private Offer - 06/29/2021
GM has announced a private promotion providing eligible customers $50 off or $25 off most services. The offer is available in June and July. Owners that spend $200 or more before taxes can receive $50 off (use labor operation 0602121) and owners that...
Battery Transaction Requirements - 11/25/2020
... repair line with appropriate authorization for additional parts and OLH. In the event the customer had to have their battery replaced elsewhere and the battery is not available, enter “REIMBURSEMENT” in the tester code field when reimbursement...
Add On Repair Approval Process Requirements - 12/29/2020
Once a job card is printed, any new customer concern added to it is considered an add on repair. It doesn’t matter if the customer is still standing right in front of you or they call you later in the day to tell you they had forgotten to tell you...
Correct OnTrac Rental Reasons - 07/30/2020
... of the person who is in charge of OnTrac entries to accurately identify the rental reason when a customer is put into one of the CTP vehicles. The rental reasons are: Service, both warranty and customer pay services. Body shop, both warranty and customer...
Courtesy Transportation Bulletin 07-00-89-037 - 12/02/2019
... as taxes or levies and use of a rental vehicle beyond completion of the warranty repair is the customer’s responsibility....
Assembly Consumer Warranty - 12/02/2019
... and Transfer Case assemblies have a 3 year or 100,000 mile warranty when purchased by the customer and installed by the dealership. When these components are replaced during the Powertrain warranty, the warranty is only the balance of the Powertrain...
Product Field Action Working Capital Assistance Program - 06/26/2019
... Dealers must submit a ZSET transaction for WCAP vehicle enrollment and a ZFAT transaction for reimbursement. The transaction for payment will reject if the ZSET transaction is not submitted first. For those submissions that are approved, the dealer will...
1 Concern, 2 Labor Operations, & Pyramid Repairs - 03/27/2019
When your customer expresses only one concern at write up but after the technician diagnoses the vehicle they find two separate, unrelated failures, separate labor operations that address each defect should be claimed on the job card. The second...
Choosing the Correct Labor Operation - 01/24/2023
When customers bring their vehicles to your dealership for repair, they relay to the service advisors what their vehicle is doing, or not doing. It is the responsibility of the service advisor to listen to those concerns, decide if the concern is a single...
Policy Repairs on Vehicles with a Service Contract - 01/24/2023
Many customers purchase Service Contracts, also referred to as Extended Warranties. These contracts are meant to cover repairs after the Manufacturer’s warranty has expired. There is no extended warranty that covers every repair a vehicle needs...
Engineering Information Bulletins - 01/24/2023
... that may exhibit this condition. As a result, this information will be used to root cause the customer’s concern and develop/validate a field fix, that may be announced in a future bulletin. Dealers are to proceed with EI bulletins only if the...
Cross-Line Warranty - 03/23/2023
From a customer’s perspective, there isn’t anything more frustrating or worrisome than a broken down vehicle away from home. The cross-line warranty program provides Service Agents with the ability to perform repairs for those customers who...
Add On Repair Minor Change - 03/23/2023
... or during the diagnostic process of a concern they did have, another problem was found. The customer added a concern after the job card was already printed. The sales staff noted a concern on an in-stock vehicle. The change that was made...
WPC Bulletin Updates - 10/28/2022
... not familiar with the WPC part return process. It has been a long-time requirement to remove customer personal information from the job card before sending a copy of the required job card to the WPC, along with the parts. All information containing...
GMC First Timers $50 Service Private Offer - 12/01/2021
Eligible customers will receive an email with a $50 Appreciation Allowance towards an eligible service or repair at the dealership. The offer is valid through December 31, 2021. Transactions are submitted with labor operation 0602191 with transaction...
Concern Not Duplicated Labor Operations - 02/26/2024
CCND labor operations are used to pay the technician for the time involved in inspecting and trying to recreate a customer concern, that ultimately could not be duplicated or repaired. While every technician should be paid for their time, using these...
Part Warranty Clarification - 04/25/2023
... to the vehicle, coverage is 12 months/unlimited miles (parts only). Parts Installed as Customer Pay: Most, but not all, parts installed or sold over the counter have a 24-month warranty, unlimited mileage coverage. Parts and labor are covered when...
October 2023 Recall Update - 09/25/2023
Customer Satisfaction Recall N222375790-07 Park Assist Retrofit: The recall bulletin has been updated to provide warranty information table improvements. The bulletin affects several 2022-23 model year Buick, Cadillac, Chevrolet, and GMC vehicles. The ...
Dealer Empowerment - 03/23/2024
Bulletin 11-00-89-005 was updated in March and several Goodwill Tools were eliminated. Dealers can no longer give their customers service vouchers, a pre-paid maintenance plan, or the EV pre-paid maintenance plan. Review the bulletin to see the tools...
Labor Operation Selection - 12/01/2021
Sometimes your customer may have more than one problem going on with their vehicle, but it is all related to their original concern. When multiple repairs are required to correct a customer’s one concern, it needs to be clarified by the technician...
Part Failures Under a Part Warranty - 10/26/2021
The majority of GM parts installed in a customer pay transaction have a 24-month, unlimited mileage warranty. If the installed part fails within this warranty period, both parts and labor are covered and if the vehicle was towed to the dealership, towing...
Cross-Line Warranty - 10/26/2021
... a Chevrolet dealership may perform repairs on a Buick if it is significantly inconvenient for the customer to get to a franchised dealership. Or, repairs may be performed on non-franchised used vehicles sold by the dealership from their Pre-Owned department,...
Job Card Final Closeout - 03/28/2022
... the lines. If you reprint a job card, you must always keep the original hard/shop copy that the customer signed. A signed reprint without the original job card is non-compliant. In the case of a lost or damaged original job card, the reprint must...
Special Coverage - 11/21/2022
... Warranty, when a known product issue occurs. Notification letters are sent to last known customers of record instructing them to contact their dealer to schedule a service appointment only if their vehicle experiences the condition described in...
November 2019 Recall Update - 10/23/2019
... vehicles. The coverage term is model specific, with a limit of either 5/60,000 or 6/72,000. Customer Satisfaction Recall N172130462-02: Loss of Propulsion Due to Low Cell Voltage: The bulletin has been revised to include the 2012 Chevrolet Volt...
Special Coverage Policy Repairs - 08/27/2019
... labor operations, and part information. Notification letters are sent to all last known customers of record instructing them to contact their dealership to schedule a service appointment only if their vehicle experiences the issue described in the special...
Looking Up Labor Operations - 02/27/2020
... “true” OLH. Also explained in this bulletin is the situation where the customer comes in with a single concern but that concern turned into two separate failures. For example, your customer brings their vehicle in for a coolant leak...
Sublet Repair - 06/23/2020
... Dealers are responsible for the satisfactory completion of those warranty repairs. If GM receives customer complaints regarding the work performed by a particular establishment, they may specifically single out that facility and inform the dealership...
DECEMBER 2020 RECALL UPDATE - 11/25/2020
... Loss of Brake Assist: The recall bulletin has been revised to include a copy of the customer notification letter. Certain 2018 Cadillac Escalade, Escalade ESV, Chevrolet Silverado LD, Tahoe, GMC Sierra LD, Yukon, and Yukon XL vehicles are included...
Labor Operation Selection - 06/29/2021
Most customer concerns typically result in a single repair, but sometimes it takes the repair or replacement of more than one component to completely satisfy your customer’s concern. In bulletin 18-NA-146, GM states the following: One Concern but...
8-Point Bulletin Review - 08/30/2021
... enhance the process. Authorization to Perform Repairs - The job card must be signed by the customer in the Authorization to Perform Repairs field prior to any repairs being performed. Attach customer signed pre-write up sheets, early bird envelope or...
Labor Operation Exceptions - 04/29/2021
... Concern but Separate Causes - When two unrelated defects are found based on a single customer complaint, there should be two separate lines on the job card and two separate transactions submitted for reimbursement. Use the labor operation applicable...
BrightDrop - 01/27/2021
GM is launching a commercial electric vehicle business called BrightDrop. It’s first customer is FedEx Express with an anticipated build of about 500 EV600’s. The BrightDrop brand will offer electric products, software, and services. Products...
Green Garage - 12/09/2013
... on young people, vehicle owners that are just out of warranty, and women. The vision is to create customer friendly, transparent, environmentally friendly garages with environmental products and processes that can be expanded to all states. Plans are...
Safety Recall 12213 - 12/09/2013
... involved in this safety recall, it has become necessary for GM to administer the mailing of customer notification letters for the recall in phases. The notification releases are being prioritized based on the mean elevation of the state or Canadian province...
Over-The-Counter Part Warranties - 10/01/2013
Service management is required to approve all part warranties, including those sold over-the-counter. When a customer returns a part they claim is defective, service management must be involved and approve the part warranty transaction. Since most parts...
2013 Camaro5 Fest - 09/04/2013
... specific Chevrolet Performance Part or Accessory that was identified in the Camaro5 Fest catalog. Customers that purchased an applicable performance part or accessory as listed within the Camaro5 Fest catalog also received a coupon for the installation...
Vehicle Vibration Concerns - 07/03/2013
Multiple repair attempts are being performed on customer vehicles that exhibit vibration concerns. The repair attempts are being made without utilizing the support of the GM Technical Assistance Center. To increase the effectiveness of resolving vibration...
... not familiar with the WPC part return process. It has been a long-time requirement to remove customer personal information from the job card before sending a copy of the required job card to the WPC, along with the parts. All information containing...
GMC First Timers $50 Service Private Offer - 12/01/2021
Eligible customers will receive an email with a $50 Appreciation Allowance towards an eligible service or repair at the dealership. The offer is valid through December 31, 2021. Transactions are submitted with labor operation 0602191 with transaction...
Concern Not Duplicated Labor Operations - 02/26/2024
CCND labor operations are used to pay the technician for the time involved in inspecting and trying to recreate a customer concern, that ultimately could not be duplicated or repaired. While every technician should be paid for their time, using these...
Part Warranty Clarification - 04/25/2023
... to the vehicle, coverage is 12 months/unlimited miles (parts only). Parts Installed as Customer Pay: Most, but not all, parts installed or sold over the counter have a 24-month warranty, unlimited mileage coverage. Parts and labor are covered when...
October 2023 Recall Update - 09/25/2023
Customer Satisfaction Recall N222375790-07 Park Assist Retrofit: The recall bulletin has been updated to provide warranty information table improvements. The bulletin affects several 2022-23 model year Buick, Cadillac, Chevrolet, and GMC vehicles. The ...
Dealer Empowerment - 03/23/2024
Bulletin 11-00-89-005 was updated in March and several Goodwill Tools were eliminated. Dealers can no longer give their customers service vouchers, a pre-paid maintenance plan, or the EV pre-paid maintenance plan. Review the bulletin to see the tools...
Labor Operation Selection - 12/01/2021
Sometimes your customer may have more than one problem going on with their vehicle, but it is all related to their original concern. When multiple repairs are required to correct a customer’s one concern, it needs to be clarified by the technician...
Part Failures Under a Part Warranty - 10/26/2021
The majority of GM parts installed in a customer pay transaction have a 24-month, unlimited mileage warranty. If the installed part fails within this warranty period, both parts and labor are covered and if the vehicle was towed to the dealership, towing...
Cross-Line Warranty - 10/26/2021
... a Chevrolet dealership may perform repairs on a Buick if it is significantly inconvenient for the customer to get to a franchised dealership. Or, repairs may be performed on non-franchised used vehicles sold by the dealership from their Pre-Owned department,...
Job Card Final Closeout - 03/28/2022
... the lines. If you reprint a job card, you must always keep the original hard/shop copy that the customer signed. A signed reprint without the original job card is non-compliant. In the case of a lost or damaged original job card, the reprint must...
Special Coverage - 11/21/2022
... Warranty, when a known product issue occurs. Notification letters are sent to last known customers of record instructing them to contact their dealer to schedule a service appointment only if their vehicle experiences the condition described in...
November 2019 Recall Update - 10/23/2019
... vehicles. The coverage term is model specific, with a limit of either 5/60,000 or 6/72,000. Customer Satisfaction Recall N172130462-02: Loss of Propulsion Due to Low Cell Voltage: The bulletin has been revised to include the 2012 Chevrolet Volt...
Special Coverage Policy Repairs - 08/27/2019
... labor operations, and part information. Notification letters are sent to all last known customers of record instructing them to contact their dealership to schedule a service appointment only if their vehicle experiences the issue described in the special...
Looking Up Labor Operations - 02/27/2020
... “true” OLH. Also explained in this bulletin is the situation where the customer comes in with a single concern but that concern turned into two separate failures. For example, your customer brings their vehicle in for a coolant leak...
Sublet Repair - 06/23/2020
... Dealers are responsible for the satisfactory completion of those warranty repairs. If GM receives customer complaints regarding the work performed by a particular establishment, they may specifically single out that facility and inform the dealership...
DECEMBER 2020 RECALL UPDATE - 11/25/2020
... Loss of Brake Assist: The recall bulletin has been revised to include a copy of the customer notification letter. Certain 2018 Cadillac Escalade, Escalade ESV, Chevrolet Silverado LD, Tahoe, GMC Sierra LD, Yukon, and Yukon XL vehicles are included...
Labor Operation Selection - 06/29/2021
Most customer concerns typically result in a single repair, but sometimes it takes the repair or replacement of more than one component to completely satisfy your customer’s concern. In bulletin 18-NA-146, GM states the following: One Concern but...
8-Point Bulletin Review - 08/30/2021
... enhance the process. Authorization to Perform Repairs - The job card must be signed by the customer in the Authorization to Perform Repairs field prior to any repairs being performed. Attach customer signed pre-write up sheets, early bird envelope or...
Labor Operation Exceptions - 04/29/2021
... Concern but Separate Causes - When two unrelated defects are found based on a single customer complaint, there should be two separate lines on the job card and two separate transactions submitted for reimbursement. Use the labor operation applicable...
BrightDrop - 01/27/2021
GM is launching a commercial electric vehicle business called BrightDrop. It’s first customer is FedEx Express with an anticipated build of about 500 EV600’s. The BrightDrop brand will offer electric products, software, and services. Products...
Green Garage - 12/09/2013
... on young people, vehicle owners that are just out of warranty, and women. The vision is to create customer friendly, transparent, environmentally friendly garages with environmental products and processes that can be expanded to all states. Plans are...
Safety Recall 12213 - 12/09/2013
... involved in this safety recall, it has become necessary for GM to administer the mailing of customer notification letters for the recall in phases. The notification releases are being prioritized based on the mean elevation of the state or Canadian province...
Over-The-Counter Part Warranties - 10/01/2013
Service management is required to approve all part warranties, including those sold over-the-counter. When a customer returns a part they claim is defective, service management must be involved and approve the part warranty transaction. Since most parts...
2013 Camaro5 Fest - 09/04/2013
... specific Chevrolet Performance Part or Accessory that was identified in the Camaro5 Fest catalog. Customers that purchased an applicable performance part or accessory as listed within the Camaro5 Fest catalog also received a coupon for the installation...
Vehicle Vibration Concerns - 07/03/2013
Multiple repair attempts are being performed on customer vehicles that exhibit vibration concerns. The repair attempts are being made without utilizing the support of the GM Technical Assistance Center. To increase the effectiveness of resolving vibration...
The New Cadillac Certified Pre Owned Program - 07/03/2013
... which includes maintenance services. A maintenance plan is available for purchase by the customer, or absorbed by the dealership, when a certified Cadillac is being sold. Cadillac recommends a sale price of $399 for the maintenance add on, but will...
Cadillac Vehicle Update - 05/14/2013
... during the Cadillac Vehicle Update initiative. The labour operation may be submitted with customer code 0090 and cause code 9090 and will cover the following items:Topping off the fuel; up to $60. Attach the receipt to the job card.Wash and vacuum the...
The Dealer Empowerment Portal - 04/12/2013
... to the application is based on a user's GlobalConnect ID role access. The service advisor and customer relations manager have limited access (policy calculator and reference materials), whereas the service manager and parts/service director have full...
Recalls as Add On Repairs - 09/09/2014
... that doesn't always happen. If an open recall is discovered after a job card has been written, the customer must first be contacted for permission to do the recall. If the customer refuses, complete the Recall Vehicle Action Report form and mail a copy...
Warranty 101 - 10/31/2014
... The dealership should open a job card to document that the specific recall is open, but the customer has denied completion. As with any job card, the customer must sign to acknowledge the document. There are some recalls that contain a special labour...
December 2014 Recall Update - 11/25/2014
... replacement of suspect airbag modules and their immediate return for analysis. Approximately 1,600 customers who have not had their vehicles subject to this safety recall repaired will receive a letter via FedEx, and 9,600 customers with recalled vehicles...
New! Vehicle Health Management (VHM) - 11/25/2014
The intent of the newly launched VHM service is to help prevent the customer from experiencing a vehicle No Start condition. VHM accomplishes this by monitoring the Engine Cranking system and the Fuel Delivery system. If either of these monitored systems...
Maintenance - 10/23/2015
... within 24 months or 24,000 miles. This program has been very successful for dealers by encouraging customers to return to the selling dealer during the warranty period for maintenance. For 2016 model year Chevrolet, Buick, and GMC models, commercial...
Cadillac V-Series - 12/01/2015
... can capture video, in-cabin audio, and performance data like g-force, 0-60, lap times and more. Customers are able to use the professional level race team software to analyze their performance and share it with others. In order to save their driving...
May 2015 Recall Update - 04/28/2015
... 2002-2007 Saturn Vue. The special coverage covers involved vehicles for the life of the vehicle.Customer Satisfaction Program 14395A: OnStar Module Battery Drain: The recall population has been revised to update the labor time for the Chevrolet Colorado...
Choosing The Correct Labor Operation - 06/02/2015
... since the repair set up time included in every labor operation is not necessary a second time.Some customer concerns are written as separate concerns on the job card because they are different problems. Each distinctive customer concern should be written...
What is the Average Age of Your Transactions? - 07/28/2016
Your customers are to be given a copy of the completed job card that shows all repair information for both customer pay and warranty repairs. If the paperwork is not complete at the time the customer is present to pick up their vehicle, a copy may be...
Part Warranty Coverage on Seals and Gaskets - 03/01/2016
GM parts and accessories that are purchased and installed on a customer's vehicle carry warranty coverage for 12 months and unlimited miles. Warranty reimbursement is accomplished by submitting transaction type ZPTI and entering the previous job card...
Service Policies & Procedures Recent Updates - 01/11/2016
... Up: The warranty job card must include the date, odometer reading, delivery date (as applicable), customer name, and the service advisor ID. The update to this section is to add the word "complete" to VIN. No last eight; the complete VIN. Also added...
Consumer Part Warranty - 09/27/2016
... coverage that is the balance of the powertrain warranty, or 12 months, whichever is greater. A customer that purchases and has installed an engine, automatic transmission, or transfer case, receives a 3-year/100,000 mile warranty, whichever comes first....
Warranty Parts Center - 10/26/2016
... Plant, Assembly Plant and Brand Quality Management personnel to perform root cause analysis of customer product concerns. The WPC issues specific part return requests to the Service Agent to obtain the desired parts. Service Agents must return the requested...
June 2017 Recall Update - 05/22/2017
... rings. Involved vehicles are covered for a period of 7 years and 6 months or 120,000 miles. Customer Satisfaction Program 16147-01: CHMSL Water Leak: The part information section, correction statement, and information regarding the training video...
From the Forum - CSI Survey - 09/27/2017
A Warranty Community Member initiated a forum thread requesting details on the GM Customer Satisfaction Information (CSI) survey process. This process evaluates dealer performance to the GM Retail Standards. CSI should be used by the dealer to monitor...
In-Service Date and Job Cards - 07/25/2017
... lessee, or operator name and contact information Service Advisor ID (name or code) Customer’s signature that provides authorization to perform repairs We were recently made aware of a chargeback during an audit due to the in-service date missing...
March 2018 Recall Update - 02/20/2018
... The recall applies those trucks that are equipped with Dual Fuel Tanks and a 6.0L V8 Engine. Customer Satisfaction Program 17456: Rear Wheel Hub Nut Loose: Approximately 43,940 vehicles are involved in the program that requires replacement of the rear...
Cadillac Moments Goodwill: - 04/23/2018
The Cadillac Moments Goodwill Tool is an exclusive resource used to assist in resolving unique customer concerns. Labor operation 0600425 has been created for use by the dealer for goodwill purposes, either inside or outside of warranty, to resolve customer...
Certified Service Instant Value Certificate - 04/23/2018
... are able to offer up to a $30 instant discount (based on increments of $10) on service to select customers. The program provides the dealer with an opportunity to reach out to those customers that have not been in for service in the last 13-72 months. Dealerships...
August 2018 Recall Update - 07/23/2018
... recall affects certain 2013-2014 Chevrolet Cruze and Sonic vehicles equipped with a 1.8L engine. Customer Satisfaction Recall 18027 Power Steering Loss of Assist: Certain 2015 Chevrolet Colorado and GMC Canyon vehicles may have a condition in which the...
DTC P2463 - 06/25/2018
... 10-06-05-002 addresses the importance of routine cleaning the Diesel Particulate Filter (DPF). Customers should be instructed that in order for the filter to clean itself, the vehicle must be driven above 30 mph until the Clean Exhaust Filter Continue...
The History of a Warranty Claim Submission - 01/06/2010
... as you may have read in your GWM training, don't change how you represent your business to your customers. The GWM system offers online transaction submission and validation with nightly batch processing. If the transaction has rejected, correction can...
... which includes maintenance services. A maintenance plan is available for purchase by the customer, or absorbed by the dealership, when a certified Cadillac is being sold. Cadillac recommends a sale price of $399 for the maintenance add on, but will...
Cadillac Vehicle Update - 05/14/2013
... during the Cadillac Vehicle Update initiative. The labour operation may be submitted with customer code 0090 and cause code 9090 and will cover the following items:Topping off the fuel; up to $60. Attach the receipt to the job card.Wash and vacuum the...
The Dealer Empowerment Portal - 04/12/2013
... to the application is based on a user's GlobalConnect ID role access. The service advisor and customer relations manager have limited access (policy calculator and reference materials), whereas the service manager and parts/service director have full...
Recalls as Add On Repairs - 09/09/2014
... that doesn't always happen. If an open recall is discovered after a job card has been written, the customer must first be contacted for permission to do the recall. If the customer refuses, complete the Recall Vehicle Action Report form and mail a copy...
Warranty 101 - 10/31/2014
... The dealership should open a job card to document that the specific recall is open, but the customer has denied completion. As with any job card, the customer must sign to acknowledge the document. There are some recalls that contain a special labour...
December 2014 Recall Update - 11/25/2014
... replacement of suspect airbag modules and their immediate return for analysis. Approximately 1,600 customers who have not had their vehicles subject to this safety recall repaired will receive a letter via FedEx, and 9,600 customers with recalled vehicles...
New! Vehicle Health Management (VHM) - 11/25/2014
The intent of the newly launched VHM service is to help prevent the customer from experiencing a vehicle No Start condition. VHM accomplishes this by monitoring the Engine Cranking system and the Fuel Delivery system. If either of these monitored systems...
Maintenance - 10/23/2015
... within 24 months or 24,000 miles. This program has been very successful for dealers by encouraging customers to return to the selling dealer during the warranty period for maintenance. For 2016 model year Chevrolet, Buick, and GMC models, commercial...
Cadillac V-Series - 12/01/2015
... can capture video, in-cabin audio, and performance data like g-force, 0-60, lap times and more. Customers are able to use the professional level race team software to analyze their performance and share it with others. In order to save their driving...
May 2015 Recall Update - 04/28/2015
... 2002-2007 Saturn Vue. The special coverage covers involved vehicles for the life of the vehicle.Customer Satisfaction Program 14395A: OnStar Module Battery Drain: The recall population has been revised to update the labor time for the Chevrolet Colorado...
Choosing The Correct Labor Operation - 06/02/2015
... since the repair set up time included in every labor operation is not necessary a second time.Some customer concerns are written as separate concerns on the job card because they are different problems. Each distinctive customer concern should be written...
What is the Average Age of Your Transactions? - 07/28/2016
Your customers are to be given a copy of the completed job card that shows all repair information for both customer pay and warranty repairs. If the paperwork is not complete at the time the customer is present to pick up their vehicle, a copy may be...
Part Warranty Coverage on Seals and Gaskets - 03/01/2016
GM parts and accessories that are purchased and installed on a customer's vehicle carry warranty coverage for 12 months and unlimited miles. Warranty reimbursement is accomplished by submitting transaction type ZPTI and entering the previous job card...
Service Policies & Procedures Recent Updates - 01/11/2016
... Up: The warranty job card must include the date, odometer reading, delivery date (as applicable), customer name, and the service advisor ID. The update to this section is to add the word "complete" to VIN. No last eight; the complete VIN. Also added...
Consumer Part Warranty - 09/27/2016
... coverage that is the balance of the powertrain warranty, or 12 months, whichever is greater. A customer that purchases and has installed an engine, automatic transmission, or transfer case, receives a 3-year/100,000 mile warranty, whichever comes first....
Warranty Parts Center - 10/26/2016
... Plant, Assembly Plant and Brand Quality Management personnel to perform root cause analysis of customer product concerns. The WPC issues specific part return requests to the Service Agent to obtain the desired parts. Service Agents must return the requested...
June 2017 Recall Update - 05/22/2017
... rings. Involved vehicles are covered for a period of 7 years and 6 months or 120,000 miles. Customer Satisfaction Program 16147-01: CHMSL Water Leak: The part information section, correction statement, and information regarding the training video...
From the Forum - CSI Survey - 09/27/2017
A Warranty Community Member initiated a forum thread requesting details on the GM Customer Satisfaction Information (CSI) survey process. This process evaluates dealer performance to the GM Retail Standards. CSI should be used by the dealer to monitor...
In-Service Date and Job Cards - 07/25/2017
... lessee, or operator name and contact information Service Advisor ID (name or code) Customer’s signature that provides authorization to perform repairs We were recently made aware of a chargeback during an audit due to the in-service date missing...
March 2018 Recall Update - 02/20/2018
... The recall applies those trucks that are equipped with Dual Fuel Tanks and a 6.0L V8 Engine. Customer Satisfaction Program 17456: Rear Wheel Hub Nut Loose: Approximately 43,940 vehicles are involved in the program that requires replacement of the rear...
Cadillac Moments Goodwill: - 04/23/2018
The Cadillac Moments Goodwill Tool is an exclusive resource used to assist in resolving unique customer concerns. Labor operation 0600425 has been created for use by the dealer for goodwill purposes, either inside or outside of warranty, to resolve customer...
Certified Service Instant Value Certificate - 04/23/2018
... are able to offer up to a $30 instant discount (based on increments of $10) on service to select customers. The program provides the dealer with an opportunity to reach out to those customers that have not been in for service in the last 13-72 months. Dealerships...
August 2018 Recall Update - 07/23/2018
... recall affects certain 2013-2014 Chevrolet Cruze and Sonic vehicles equipped with a 1.8L engine. Customer Satisfaction Recall 18027 Power Steering Loss of Assist: Certain 2015 Chevrolet Colorado and GMC Canyon vehicles may have a condition in which the...
DTC P2463 - 06/25/2018
... 10-06-05-002 addresses the importance of routine cleaning the Diesel Particulate Filter (DPF). Customers should be instructed that in order for the filter to clean itself, the vehicle must be driven above 30 mph until the Clean Exhaust Filter Continue...
The History of a Warranty Claim Submission - 01/06/2010
... as you may have read in your GWM training, don't change how you represent your business to your customers. The GWM system offers online transaction submission and validation with nightly batch processing. If the transaction has rejected, correction can...
From the Desk of a Service Manager - 06/07/2010
... afternoon I wouldn't have believed it if I hadn't stopped to see it. There were at least 80 customers in the showrooms alone. Combined with the 20 or so staff members onsite, it looked like one heck of a day to sell cars.I called that store the next...
January 2012 Recall Update - 01/19/2012
... Not Fully Functional or Inoperative: The special coverage has been updated to notify dealers that customer letters for the special coverage were mailed in phases. Letters for the final phase were mailed beginning on January 4, 2012. Due to this later...
Open Recalls - 05/02/2012
... decision to not have a recall completed, it must be documented as such on the job card, with the customer's signature.Recalls are vital to a car's safety, performance and resale value. Franchised service agents have open recall data readily available;...
Simplifying Accessories - 10/08/2012
Some of your customers see an automobile as a means to get from point A to point B. They want a "plain Jane" vehicle for a fair price, and don't care or want to pay for added accessories. For others, their vehicle is an extension of themselves and accessorizing...
Policy Repair Limitations - 08/30/2012
Since March, the ability for service agents to policy repairs for their customers' vehicle has been reduced to vehicles that are no older than nine years old, and with some repair categories, no older than six. This is a significant change from unlimited...
Phone Pics - 10/08/2012
... to snap photos or video of vehicle concerns and upload them to the dealership's website. The customer can go to the dealership website, enter their job card number and see digital evidence of the problem. The app also provides tabs on the website photos...
Counterfeit Air Bags - 11/05/2012
The National Highway Traffic Safety Administration has issued a customer safety advisory to alert consumers to the dangers of counterfeit airbags. Consumers are not at risk if their airbags were replaced at an authorized GM dealership with a GM airbag.Risk...
North American Cross Border Warranty Coverage - 11/05/2012
If a customer, who purchased their vehicle and lives in either Canada or Mexico, stops by your dealership with a warranty defect, you are permitted to make the necessary repairs. It is preferable that the customer seek out a service agent that is of the...
Parts and Accessories Warranty - 04/12/2013
GM parts and accessories that are purchased and installed on a customer's vehicle carry warranty coverage for 12 months unlimited miles. Warranty reimbursement is accomplished by submitting transaction type ZPTI and entering the previous job card number,...
Changes in Product Quality Center Contact Requirements - 02/26/2013
... of making the most cost effective repair while at the same time doing what is best for the customer. If the Warranty Parts Center requests an assembly be returned and upon inspection, it was determined that the assembly could be repaired, you could be...
January 2013 Recall Update - 01/24/2013
... GMC Envoy XL.Upcoming Safety Recall 12071 - Power Window Master Switch Failure: GM began issuing customer notification letters for this recall in December even though parts needed to repair these vehicles are currently not available. Customers were informed...
Saturn, Hummer and Pontiac Vehicle Warranty Repairs - 11/18/2010
... warranty policy have been eased. With the many dealership closures, terminations and wind downs, customers now have the opportunity to visit the store of their choice for the performance of warranty repairs. All GM dealers are empowered to offer cross-line...
Reject of the Month - 05/02/2012
... of the special policy, but the service manager made a policy decision for this particular customer. Because the VIN was outside of the special policy parameters, the warranty administrator submitted the ZREG transaction with the converter labour operation...
March 2012 Recall Update - 03/08/2012
Customer Satisfaction Campaign - Goodyear Tire-Wrangler Silent Armor: The Goodyear Tire & Rubber Company has determined that certain Wrangler Silent Armor tires built in their Fayetteville, NC plant between March and May 2009, have experienced a higher ...
Reject of the Month - 03/08/2012
... out of state Sierra truck owner with a transmission failure. While visiting family and friends the customer's 2003 GMC Sierra truck wouldn't go into reverse and it made clicking and crunching noises in the forward gears. Because the customer had recently...
11275B - Carpeted Floor Mats Missing - 03/08/2012
... and when the carpeted mats became available they were shipped to the dealer to be installed in the customer's vehicle. The customer should be told they can keep both sets of floor mats.There is a "warning statement" in the recall that should not be taken...
July 2012 Recall Update - 07/02/2012
... a temperature valve shaft sleeve onto the temperature valve. The 2006 model year is involved. Customer Satisfaction Program 12026 - Front Seat Wiring Connector Corrosion: Certain 2011 and 2012 model year Chevrolet Caprice police vehicles that are equipped...
Certified Pre-Owned Operations Guide - 08/09/2012
... due to a manufacturer defect and service management elects to make a policy adjustment for the customer, DMA authorization will be required prior to GM routing the claim.R0760 for radio remove/replace is no longer a blocked labour operation. In terms...
November 2018 Recall Update - 10/24/2018
Customer Satisfaction Recall 18057: Missing Child Seat Top Tether Anchor Label: There are approximately 5,100 Buick Regal 2018 model year vehicles involved in the recall population. Involved vehicles may be missing the child seat top tether anchor label ...
July 2018 Recall Update - 06/25/2018
... screen, continue with the programming event to ensure a Warranty Claim Code is displayed. Customer Satisfaction Recall 17386-03 SDGM and BYOM2+ Radio Software Updates: The bulletin has been updated to revise the service procedure section and to...
Chemical Spotting and Rail Dust - 07/25/2017
... source of the condition can be identified, (examples include factory fallout, insect spray, the customer’s residence is along a railroad, etc.) it may be appropriate to tell the customer that they should contact their insurance company to file...
Warranty Repairs on Vehicles Sold in Canada - 05/22/2017
... must verify proof of residency and ownership. This can be accomplished by making a copy of the customer’s driver’s license and vehicle registration and attaching it to the job card. It is also important to ensure the customer is a tourist...
Air Conditioning Repair Documentation - 06/19/2017
... for vehicles equipped with R-1234yf refrigerant. Many air conditioning repairs are due to the customer’s concern of the system not blowing cold air. After repairing the vehicle, technicians must document on the job card how much refrigerant they...
Labor Operations and the Causal Part - 08/23/2016
A customer comes to your dealership for warranty repairs to their air conditioning system because they feel their A/C is not very cold. The technician does find a problem and replaces the condenser. Three days later, the customer returns with the same...
Add On Repairs - 10/26/2016
... repair lines to the job card. Two types of repairs that are considered add ons occurs when the customer adds a concern after the job card has already been printed or the technician finds a problem with the vehicle that wasn't a concern expressed by the...
... afternoon I wouldn't have believed it if I hadn't stopped to see it. There were at least 80 customers in the showrooms alone. Combined with the 20 or so staff members onsite, it looked like one heck of a day to sell cars.I called that store the next...
January 2012 Recall Update - 01/19/2012
... Not Fully Functional or Inoperative: The special coverage has been updated to notify dealers that customer letters for the special coverage were mailed in phases. Letters for the final phase were mailed beginning on January 4, 2012. Due to this later...
Open Recalls - 05/02/2012
... decision to not have a recall completed, it must be documented as such on the job card, with the customer's signature.Recalls are vital to a car's safety, performance and resale value. Franchised service agents have open recall data readily available;...
Simplifying Accessories - 10/08/2012
Some of your customers see an automobile as a means to get from point A to point B. They want a "plain Jane" vehicle for a fair price, and don't care or want to pay for added accessories. For others, their vehicle is an extension of themselves and accessorizing...
Policy Repair Limitations - 08/30/2012
Since March, the ability for service agents to policy repairs for their customers' vehicle has been reduced to vehicles that are no older than nine years old, and with some repair categories, no older than six. This is a significant change from unlimited...
Phone Pics - 10/08/2012
... to snap photos or video of vehicle concerns and upload them to the dealership's website. The customer can go to the dealership website, enter their job card number and see digital evidence of the problem. The app also provides tabs on the website photos...
Counterfeit Air Bags - 11/05/2012
The National Highway Traffic Safety Administration has issued a customer safety advisory to alert consumers to the dangers of counterfeit airbags. Consumers are not at risk if their airbags were replaced at an authorized GM dealership with a GM airbag.Risk...
North American Cross Border Warranty Coverage - 11/05/2012
If a customer, who purchased their vehicle and lives in either Canada or Mexico, stops by your dealership with a warranty defect, you are permitted to make the necessary repairs. It is preferable that the customer seek out a service agent that is of the...
Parts and Accessories Warranty - 04/12/2013
GM parts and accessories that are purchased and installed on a customer's vehicle carry warranty coverage for 12 months unlimited miles. Warranty reimbursement is accomplished by submitting transaction type ZPTI and entering the previous job card number,...
Changes in Product Quality Center Contact Requirements - 02/26/2013
... of making the most cost effective repair while at the same time doing what is best for the customer. If the Warranty Parts Center requests an assembly be returned and upon inspection, it was determined that the assembly could be repaired, you could be...
January 2013 Recall Update - 01/24/2013
... GMC Envoy XL.Upcoming Safety Recall 12071 - Power Window Master Switch Failure: GM began issuing customer notification letters for this recall in December even though parts needed to repair these vehicles are currently not available. Customers were informed...
Saturn, Hummer and Pontiac Vehicle Warranty Repairs - 11/18/2010
... warranty policy have been eased. With the many dealership closures, terminations and wind downs, customers now have the opportunity to visit the store of their choice for the performance of warranty repairs. All GM dealers are empowered to offer cross-line...
Reject of the Month - 05/02/2012
... of the special policy, but the service manager made a policy decision for this particular customer. Because the VIN was outside of the special policy parameters, the warranty administrator submitted the ZREG transaction with the converter labour operation...
March 2012 Recall Update - 03/08/2012
Customer Satisfaction Campaign - Goodyear Tire-Wrangler Silent Armor: The Goodyear Tire & Rubber Company has determined that certain Wrangler Silent Armor tires built in their Fayetteville, NC plant between March and May 2009, have experienced a higher ...
Reject of the Month - 03/08/2012
... out of state Sierra truck owner with a transmission failure. While visiting family and friends the customer's 2003 GMC Sierra truck wouldn't go into reverse and it made clicking and crunching noises in the forward gears. Because the customer had recently...
11275B - Carpeted Floor Mats Missing - 03/08/2012
... and when the carpeted mats became available they were shipped to the dealer to be installed in the customer's vehicle. The customer should be told they can keep both sets of floor mats.There is a "warning statement" in the recall that should not be taken...
July 2012 Recall Update - 07/02/2012
... a temperature valve shaft sleeve onto the temperature valve. The 2006 model year is involved. Customer Satisfaction Program 12026 - Front Seat Wiring Connector Corrosion: Certain 2011 and 2012 model year Chevrolet Caprice police vehicles that are equipped...
Certified Pre-Owned Operations Guide - 08/09/2012
... due to a manufacturer defect and service management elects to make a policy adjustment for the customer, DMA authorization will be required prior to GM routing the claim.R0760 for radio remove/replace is no longer a blocked labour operation. In terms...
November 2018 Recall Update - 10/24/2018
Customer Satisfaction Recall 18057: Missing Child Seat Top Tether Anchor Label: There are approximately 5,100 Buick Regal 2018 model year vehicles involved in the recall population. Involved vehicles may be missing the child seat top tether anchor label ...
July 2018 Recall Update - 06/25/2018
... screen, continue with the programming event to ensure a Warranty Claim Code is displayed. Customer Satisfaction Recall 17386-03 SDGM and BYOM2+ Radio Software Updates: The bulletin has been updated to revise the service procedure section and to...
Chemical Spotting and Rail Dust - 07/25/2017
... source of the condition can be identified, (examples include factory fallout, insect spray, the customer’s residence is along a railroad, etc.) it may be appropriate to tell the customer that they should contact their insurance company to file...
Warranty Repairs on Vehicles Sold in Canada - 05/22/2017
... must verify proof of residency and ownership. This can be accomplished by making a copy of the customer’s driver’s license and vehicle registration and attaching it to the job card. It is also important to ensure the customer is a tourist...
Air Conditioning Repair Documentation - 06/19/2017
... for vehicles equipped with R-1234yf refrigerant. Many air conditioning repairs are due to the customer’s concern of the system not blowing cold air. After repairing the vehicle, technicians must document on the job card how much refrigerant they...
Labor Operations and the Causal Part - 08/23/2016
A customer comes to your dealership for warranty repairs to their air conditioning system because they feel their A/C is not very cold. The technician does find a problem and replaces the condenser. Three days later, the customer returns with the same...
Add On Repairs - 10/26/2016
... repair lines to the job card. Two types of repairs that are considered add ons occurs when the customer adds a concern after the job card has already been printed or the technician finds a problem with the vehicle that wasn't a concern expressed by the...
Prepare and Submit a Transaction - 02/17/2017
... operation should be selected based on the causal part when a part has been replaced. Each customer concern should result in one repair line, unless otherwise directed by a service bulletin. If the customer has multiple concerns, those concerns...
Special Instructions: Recall 15240 - 02/02/2016
... period after the reprogramming event, dealers are to replace both struts at no charge to the customer in the interest of customer satisfaction. Dealers should submit a policy warranty transaction to cover this service. Depending on a dealer's self-authorization...
When the Service Manager is Away - 06/30/2015
... Below is an example:Prior to work being performedOLHAdded operationsComeback repeat repairsNo customer signaturePrior to transaction submissionStraight timePyramid repeat repairsPolicy adjustmentsRental over three daysConcern not duplicated labor operationsCustomer...
Updated CCND Labour Operations - 12/19/2014
... years ago as a means to pay a technician for their time involved in attempting to diagnose a customer's concern. It was also the intent back then, and still now, to provide a labour operation that when used, reported to GM that there was a concern, but...
Aftersales Empowerment Portal - 09/04/2013
A dealer has determined that there is a suitable business case to support an out of warranty policy repair for a customer. Since the repair is outside of the dealer's empowerment limits, pre-authorization must be obtained. Repair pre-authorization...
Ignition Switch Recall Update - 07/01/2014
... half shafts) based on the date of initial order entry. This information can be used to help plan customer appointments to have repairs completed. earnPowerTo encourage and recognize dealership efforts in quickly and efficiently repairing customer...
Engineering Information Bulletins - 01/27/2021
... that may exhibit this condition. As a result, this information will be used to root cause the customer’s concern and develop/validate a field fix, that may be announced in a future bulletin. Dealers are to proceed with EI bulletins only if the...
GM Service Replacement Part Warranties - 02/25/2021
... for a part failure on an over-the-counter purchase, you do not need to generate a job card. Many customers that bring the failed part to the dealer for an exchange may not have access to the VIN of the vehicle the part was installed in. To submit a ZPTC...
Policies and Procedures 2021 - 03/22/2021
... with the policies and procedures necessary for the administration and performance of quality customer service. This article addresses some of the changes and updates made. While this policy has been in effect since January 2020, the P&P was updated...
Courtesy Transportation Program Updates - 05/26/2021
... including eliminating previous “Preferred Rental Agency” program provisions. Rental reimbursement allowances can be applied to any reputable 3rd party provider. Dealers may now submit for the actual daily rental allowance, not to exceed $44...
Employee Discount Program - 09/22/2020
... are eligible participants in the program. The program is available toward the purchase of eligible customer pay parts at GM participating dealerships with a minimum $25 value before discounts and taxes. Transactions are submitted through GWM with transaction...
May 2020 Recall Update - 04/29/2020
... Low Coolant Comeback: The recall bulletin was updated to include important changes to prevent customers from returning with a low coolant message when the block heater repair is performed. Technicians are instructed to follow specific steps to make sure...
Claiming Parts Expediting - 08/27/2019
... standard ordering process (CSO). This program is solely intended to reduce return visits by the customer and to meet the level of customer service customers have come to expect. The goal is to help dealers achieve total customer satisfaction during their...
Policy Evaluation Tool - 09/24/2019
... that was used prior to the introduction of the PET, the PET uses a model that incorporates all the customer’s interactions with GM at a household level including sales, service, purchased protection plans, etc., to determine a customer’s...
February 2019 Recall Update - 01/21/2019
... Rico, Saipan, US Samoa, or US Virgin Islands. Approximately 74,000 vehicles are involved. Customer Satisfaction Recall 18165-05: Super Cruise Control Software Improvement: The recall that affects certain 2018 Cadillac CT6 vehicles equipped with...
September 2019 Recall Update - 08/27/2019
... the recall include certain 2016-17 Cadillac ATS, CTS, Chevrolet Camaro, and Corvette models. Customer Satisfaction Recall N182195660: Predictive Monitoring for Stochastic Pre-ignition (SPI): Approximately 530 vehicles are affected by the recall...
Policy Repairs on Vehicles with a Service Contract - 07/30/2019
If your customer purchased a service contract, also referred to as an extended warranty, either at the time they purchased their vehicle or at a later date, a policy repair cannot be made without preapproval from GM. Of course, someone with a service...
Chemical Spotting and Rail Dust - 07/30/2019
... the source of the condition can be identified (examples include factory fallout, insect spray, the customer’s residence is along a railroad, etc.), it may be appropriate to tell the customer that they should contact their insurance company to file...
Powertrain Components and Part Warranty - 03/23/2023
Engines, automatic transmissions, and transfer cases installed at a GM dealership as a customer pay repair, receive a warranty of 3 years or 100,000 miles, whichever comes first. If any of these assemblies fail during this warranty period, the warranty...
Parts Expediting - 03/23/2023
... expenses are limited to 3 days when claiming parts expedite expenses. For parts obtained through Customer Special Order-3 (CS)-3), GM will reimburse actual CSO-3 charges of GM parts not in Service Agent inventory. When claiming these expenses, courtesy...
December 2022 Recall Update - 11/21/2022
Customer Satisfaction Recall N212354521-02 Heated Vented Seats Retrofit: The recall bulletin has been updated to revise the correction statement, update the parts section and add an administrative allowance in Net/Admin Allowance for the Sierra HD/Silverado ...
Approved PDI Fluid Adds - 10/28/2022
... as low as -32 C°. Labor Operation 0590052 (PDI Related Fluid Adds) is used to submit for reimbursement of the OptiKleen used. Enter the actual number of quarts of OptiKleen concentrate used to prepare the diluted solvent added to the vehicle. The...
April 2022 Recall Update - 03/28/2022
... has been updated to identify that the 80% SOC Advanced Diagnostic Software is available while the customer is waiting for their High Voltage Battery Replacement appointment, if it has not been previously completed in N212343883. The customer letter has...
Clock Time - 03/28/2022
If your technician is working on a vehicle that started out as a customer pay repair, but that repair becomes a policy repair or it is determined the repair needed is covered under the Powertrain warranty, GM allows for service management to approve the...
August 2022 Recall Update - 07/27/2022
... 1500, and Sierra 2500/3500 trucks. Safety Recall N212356050-01 Driver Seat Improper Weld: The customer letter has been added to the most recent recall revision. The bulletin affects certain 2021 Chevrolet Malibu, 2022 Chevrolet Blazer, Equinox, and Cadillac...
... operation should be selected based on the causal part when a part has been replaced. Each customer concern should result in one repair line, unless otherwise directed by a service bulletin. If the customer has multiple concerns, those concerns...
Special Instructions: Recall 15240 - 02/02/2016
... period after the reprogramming event, dealers are to replace both struts at no charge to the customer in the interest of customer satisfaction. Dealers should submit a policy warranty transaction to cover this service. Depending on a dealer's self-authorization...
When the Service Manager is Away - 06/30/2015
... Below is an example:Prior to work being performedOLHAdded operationsComeback repeat repairsNo customer signaturePrior to transaction submissionStraight timePyramid repeat repairsPolicy adjustmentsRental over three daysConcern not duplicated labor operationsCustomer...
Updated CCND Labour Operations - 12/19/2014
... years ago as a means to pay a technician for their time involved in attempting to diagnose a customer's concern. It was also the intent back then, and still now, to provide a labour operation that when used, reported to GM that there was a concern, but...
Aftersales Empowerment Portal - 09/04/2013
A dealer has determined that there is a suitable business case to support an out of warranty policy repair for a customer. Since the repair is outside of the dealer's empowerment limits, pre-authorization must be obtained. Repair pre-authorization...
Ignition Switch Recall Update - 07/01/2014
... half shafts) based on the date of initial order entry. This information can be used to help plan customer appointments to have repairs completed. earnPowerTo encourage and recognize dealership efforts in quickly and efficiently repairing customer...
Engineering Information Bulletins - 01/27/2021
... that may exhibit this condition. As a result, this information will be used to root cause the customer’s concern and develop/validate a field fix, that may be announced in a future bulletin. Dealers are to proceed with EI bulletins only if the...
GM Service Replacement Part Warranties - 02/25/2021
... for a part failure on an over-the-counter purchase, you do not need to generate a job card. Many customers that bring the failed part to the dealer for an exchange may not have access to the VIN of the vehicle the part was installed in. To submit a ZPTC...
Policies and Procedures 2021 - 03/22/2021
... with the policies and procedures necessary for the administration and performance of quality customer service. This article addresses some of the changes and updates made. While this policy has been in effect since January 2020, the P&P was updated...
Courtesy Transportation Program Updates - 05/26/2021
... including eliminating previous “Preferred Rental Agency” program provisions. Rental reimbursement allowances can be applied to any reputable 3rd party provider. Dealers may now submit for the actual daily rental allowance, not to exceed $44...
Employee Discount Program - 09/22/2020
... are eligible participants in the program. The program is available toward the purchase of eligible customer pay parts at GM participating dealerships with a minimum $25 value before discounts and taxes. Transactions are submitted through GWM with transaction...
May 2020 Recall Update - 04/29/2020
... Low Coolant Comeback: The recall bulletin was updated to include important changes to prevent customers from returning with a low coolant message when the block heater repair is performed. Technicians are instructed to follow specific steps to make sure...
Claiming Parts Expediting - 08/27/2019
... standard ordering process (CSO). This program is solely intended to reduce return visits by the customer and to meet the level of customer service customers have come to expect. The goal is to help dealers achieve total customer satisfaction during their...
Policy Evaluation Tool - 09/24/2019
... that was used prior to the introduction of the PET, the PET uses a model that incorporates all the customer’s interactions with GM at a household level including sales, service, purchased protection plans, etc., to determine a customer’s...
February 2019 Recall Update - 01/21/2019
... Rico, Saipan, US Samoa, or US Virgin Islands. Approximately 74,000 vehicles are involved. Customer Satisfaction Recall 18165-05: Super Cruise Control Software Improvement: The recall that affects certain 2018 Cadillac CT6 vehicles equipped with...
September 2019 Recall Update - 08/27/2019
... the recall include certain 2016-17 Cadillac ATS, CTS, Chevrolet Camaro, and Corvette models. Customer Satisfaction Recall N182195660: Predictive Monitoring for Stochastic Pre-ignition (SPI): Approximately 530 vehicles are affected by the recall...
Policy Repairs on Vehicles with a Service Contract - 07/30/2019
If your customer purchased a service contract, also referred to as an extended warranty, either at the time they purchased their vehicle or at a later date, a policy repair cannot be made without preapproval from GM. Of course, someone with a service...
Chemical Spotting and Rail Dust - 07/30/2019
... the source of the condition can be identified (examples include factory fallout, insect spray, the customer’s residence is along a railroad, etc.), it may be appropriate to tell the customer that they should contact their insurance company to file...
Powertrain Components and Part Warranty - 03/23/2023
Engines, automatic transmissions, and transfer cases installed at a GM dealership as a customer pay repair, receive a warranty of 3 years or 100,000 miles, whichever comes first. If any of these assemblies fail during this warranty period, the warranty...
Parts Expediting - 03/23/2023
... expenses are limited to 3 days when claiming parts expedite expenses. For parts obtained through Customer Special Order-3 (CS)-3), GM will reimburse actual CSO-3 charges of GM parts not in Service Agent inventory. When claiming these expenses, courtesy...
December 2022 Recall Update - 11/21/2022
Customer Satisfaction Recall N212354521-02 Heated Vented Seats Retrofit: The recall bulletin has been updated to revise the correction statement, update the parts section and add an administrative allowance in Net/Admin Allowance for the Sierra HD/Silverado ...
Approved PDI Fluid Adds - 10/28/2022
... as low as -32 C°. Labor Operation 0590052 (PDI Related Fluid Adds) is used to submit for reimbursement of the OptiKleen used. Enter the actual number of quarts of OptiKleen concentrate used to prepare the diluted solvent added to the vehicle. The...
April 2022 Recall Update - 03/28/2022
... has been updated to identify that the 80% SOC Advanced Diagnostic Software is available while the customer is waiting for their High Voltage Battery Replacement appointment, if it has not been previously completed in N212343883. The customer letter has...
Clock Time - 03/28/2022
If your technician is working on a vehicle that started out as a customer pay repair, but that repair becomes a policy repair or it is determined the repair needed is covered under the Powertrain warranty, GM allows for service management to approve the...
August 2022 Recall Update - 07/27/2022
... 1500, and Sierra 2500/3500 trucks. Safety Recall N212356050-01 Driver Seat Improper Weld: The customer letter has been added to the most recent recall revision. The bulletin affects certain 2021 Chevrolet Malibu, 2022 Chevrolet Blazer, Equinox, and Cadillac...
Policy Evaluation Tool - 02/23/2022
... Policy Evaluation Tool once a decision has been made that a policy decision is appropriate for a customer’s out of warranty repair, or the customer has requested policy consideration for an out-of-warranty repair. GM has empowered dealers...
Corvette First Maintenance - 01/27/2022
... (C8) to come to the dealership for their first service visit. The allowed timing for reimbursement has been increased from 12 months to 24 months, effective 1/3/2022. The labor operation, 0600723, and the reimbursement amount, $294, remain the...
Chevrolet-Buick-GMC CPO Maintenance - 01/27/2022
... comes first. Oil change frequency is based on the Oil Life Monitoring System. The updated reimbursement amounts associated with the CBG CPO Maintenance program were released with the January 2022 LTG. The Maintenance Programs section (within the Preface...
Parts and Accessories - 03/23/2024
... place last summer has started to pay off. GM put the initiative into place to make it easier for customers to buy parts and accessories online. The two digital storefronts were combined into a single website for each of the four vehicle brands. The result...
Add On Repairs - 01/29/2024
Regardless of the date, subsequent warranty customer concerns based on MPVI are considered added customer concerns and will be treated as such. Add on repairs identified during MPVI or CPO inspections must have the concern clearly identified on the applicable...
WPC Process Overview - 12/26/2023
... errors in shipping. Consumer personal data/information privacy is very important to GM and their customers. When sending supporting documents to the Warranty Parts Center, such as transaction documents, all information containing customer personal data...
Supercharger Adaptor - 12/26/2023
... dealership, for the option of ship to home or pickup at the dealership. To get the adaptors to the customer in as quickly as possible, the adaptors will only be available for customers to purchase through their GM myBrand app via the accessories e-c...
November 2023 Recall Update - 10/25/2023
Customer Satisfaction Recall N222388570-01 Outside Rear View Mirror Incorrect: The recall bulletin has been revised to update the Mirror, Outside Rear View part number 86804773 to 86804771. The recall affects certain 2023 Cadillac CT4 vehicles. Customer ...
Shop Supplies and Waste Disposal Fees - 05/23/2023
... are part of the dealership’s overall fixed operation expense and are not considered for reimbursement as part of a warranty transaction. This includes the disposal of any warrantable tires that are not required to be shipped back to the tire manufacturer...
August 2023 Recall Update - 07/25/2023
Customer Satisfaction Recall N222371151-09 Steering Wheel Replacement Retrofit: The bulletin has been revised to add certain 2022 Chevrolet Traverse and Buick Enclave vehicles to the population. Additionally, certain 2022 GMC Acadia vehicles have been ...
EV Care Videos - 06/27/2023
There are three videos available for Chevrolet EV customers that provide an overview of what the customer can expect on EV maintenance, including the importance of tires to an EV. The videos are available to watch or share on the Chevy Certified Serv...
Range - 06/27/2023
The 2024 Silverado EV WT will be available in two range specs for fleet customers: at launch, Spring, the truck will be available with an EPA estimated 450 miles of range with a full charge and soon after launch, the truck will be available with a GM...
Virtual Advisors - 07/30/2019
... It allows its human advisor counterparts to focus on working more efficiently with service customers. The virtual advisor kiosk performs the typical write up tasks, including recall notification, providing service specials, asking what repairs/maintenance...
GM Replacement Parts Warranty - 06/26/2019
GM parts, those that are considered replacement parts for customer pay repairs, have different warranty coverages, but most parts are covered for 24 months, unlimited mileage. GM accessories added to the vehicle after it arrives at the dealership and...
Service Video - 03/27/2019
... repair approvals. Using the technology makes the repair process more transparent, providing the customer with an actual image of the failed or failing component on their vehicle. In turn, the customer can quickly respond to the photo or video that was...
Part Warranty Coverage - 12/19/2018
All GM Service Replacement parts, when installed at a GM dealership as part of a customer pay repair or sold over the counter, have a 24-month, unlimited mileage warranty when installed on or after April 1st, 2018. Subsequent replacements under this warranty...
Reject of the Month - Error code 111 - 12/19/2018
Error 111: Days allowed between Repair Completion and Job Card Date was exceeded. On the 14th of May, 2018, a customer dropped their 2017 Chevrolet Silverado off at their local dealership for repair. The customer noticed that oil was leaking from the...
December 2018 Recall Update - 11/29/2018
Customer Satisfaction Recall N182191300: Unwanted Roof-Rail Air Bag Deployments While Off-Roading: Dealers will reprogram the sensing and diagnostic module with updated software to address a concern with the vehicle’s roof-rail air bags and ...
Maxis App - 09/24/2019
... List for Field Action Management. The tools located within the app can provide a list of your customers that have open field actions. Tip: Use the tool as a BDC activity to contact customers to come in for the performance of the open campaign....
One Dealer's Audit - 09/24/2019
... of the add-on repairs that were charged back at this dealership were due to the date and time the customer provided permission to do the repair, was not documented on the job card. This is a requirement even when the customer contacts the dealership...
Swapping Parts - 08/27/2019
Swapping parts from a stock vehicle to a customer vehicle is often useful from a diagnostic perspective. After diagnosis, the swapped parts must be removed from the customer’s vehicle and returned to the stock vehicle ensuring that they are properly...
100% Policy and Part Warranties - 02/27/2020
... 12 months/unlimited miles. Consumer warranties apply when purchased as a retail transaction (the customer pays for all or any portion of the transaction). Policy adjustments where the purchaser participates in a portion of the expense, and repairs covered...
March 2020 Recall Update - 02/27/2020
... with a Duramax diesel 6.6L engine and an option engine block heater cord are involved. Customer Satisfaction Recall N192257060-02 Recreational Towing-Dolly Tow Procedure: Certain 2019 Cadillac XT4 and Chevrolet Malibu vehicles are involved in the...
Recall Repairs - 01/03/2020
Recall work offers an underused opportunity for dealerships to attract and keep large numbers of service customers by identifying their shops as the place for repair work. There are more than 70 million cars and trucks under recall in the US for safety...
Recently Revised Bulletins - 04/29/2020
... identifies that the Courtesy Transportation Program is available for all GM vehicle purchase/lease customers and GM company-owned vehicle drivers within the Bumper to Bumper, Powertrain and/or Hybrid specific and Federal Emissions coverage of the New...
... Policy Evaluation Tool once a decision has been made that a policy decision is appropriate for a customer’s out of warranty repair, or the customer has requested policy consideration for an out-of-warranty repair. GM has empowered dealers...
Corvette First Maintenance - 01/27/2022
... (C8) to come to the dealership for their first service visit. The allowed timing for reimbursement has been increased from 12 months to 24 months, effective 1/3/2022. The labor operation, 0600723, and the reimbursement amount, $294, remain the...
Chevrolet-Buick-GMC CPO Maintenance - 01/27/2022
... comes first. Oil change frequency is based on the Oil Life Monitoring System. The updated reimbursement amounts associated with the CBG CPO Maintenance program were released with the January 2022 LTG. The Maintenance Programs section (within the Preface...
Parts and Accessories - 03/23/2024
... place last summer has started to pay off. GM put the initiative into place to make it easier for customers to buy parts and accessories online. The two digital storefronts were combined into a single website for each of the four vehicle brands. The result...
Add On Repairs - 01/29/2024
Regardless of the date, subsequent warranty customer concerns based on MPVI are considered added customer concerns and will be treated as such. Add on repairs identified during MPVI or CPO inspections must have the concern clearly identified on the applicable...
WPC Process Overview - 12/26/2023
... errors in shipping. Consumer personal data/information privacy is very important to GM and their customers. When sending supporting documents to the Warranty Parts Center, such as transaction documents, all information containing customer personal data...
Supercharger Adaptor - 12/26/2023
... dealership, for the option of ship to home or pickup at the dealership. To get the adaptors to the customer in as quickly as possible, the adaptors will only be available for customers to purchase through their GM myBrand app via the accessories e-c...
November 2023 Recall Update - 10/25/2023
Customer Satisfaction Recall N222388570-01 Outside Rear View Mirror Incorrect: The recall bulletin has been revised to update the Mirror, Outside Rear View part number 86804773 to 86804771. The recall affects certain 2023 Cadillac CT4 vehicles. Customer ...
Shop Supplies and Waste Disposal Fees - 05/23/2023
... are part of the dealership’s overall fixed operation expense and are not considered for reimbursement as part of a warranty transaction. This includes the disposal of any warrantable tires that are not required to be shipped back to the tire manufacturer...
August 2023 Recall Update - 07/25/2023
Customer Satisfaction Recall N222371151-09 Steering Wheel Replacement Retrofit: The bulletin has been revised to add certain 2022 Chevrolet Traverse and Buick Enclave vehicles to the population. Additionally, certain 2022 GMC Acadia vehicles have been ...
EV Care Videos - 06/27/2023
There are three videos available for Chevrolet EV customers that provide an overview of what the customer can expect on EV maintenance, including the importance of tires to an EV. The videos are available to watch or share on the Chevy Certified Serv...
Range - 06/27/2023
The 2024 Silverado EV WT will be available in two range specs for fleet customers: at launch, Spring, the truck will be available with an EPA estimated 450 miles of range with a full charge and soon after launch, the truck will be available with a GM...
Virtual Advisors - 07/30/2019
... It allows its human advisor counterparts to focus on working more efficiently with service customers. The virtual advisor kiosk performs the typical write up tasks, including recall notification, providing service specials, asking what repairs/maintenance...
GM Replacement Parts Warranty - 06/26/2019
GM parts, those that are considered replacement parts for customer pay repairs, have different warranty coverages, but most parts are covered for 24 months, unlimited mileage. GM accessories added to the vehicle after it arrives at the dealership and...
Service Video - 03/27/2019
... repair approvals. Using the technology makes the repair process more transparent, providing the customer with an actual image of the failed or failing component on their vehicle. In turn, the customer can quickly respond to the photo or video that was...
Part Warranty Coverage - 12/19/2018
All GM Service Replacement parts, when installed at a GM dealership as part of a customer pay repair or sold over the counter, have a 24-month, unlimited mileage warranty when installed on or after April 1st, 2018. Subsequent replacements under this warranty...
Reject of the Month - Error code 111 - 12/19/2018
Error 111: Days allowed between Repair Completion and Job Card Date was exceeded. On the 14th of May, 2018, a customer dropped their 2017 Chevrolet Silverado off at their local dealership for repair. The customer noticed that oil was leaking from the...
December 2018 Recall Update - 11/29/2018
Customer Satisfaction Recall N182191300: Unwanted Roof-Rail Air Bag Deployments While Off-Roading: Dealers will reprogram the sensing and diagnostic module with updated software to address a concern with the vehicle’s roof-rail air bags and ...
Maxis App - 09/24/2019
... List for Field Action Management. The tools located within the app can provide a list of your customers that have open field actions. Tip: Use the tool as a BDC activity to contact customers to come in for the performance of the open campaign....
One Dealer's Audit - 09/24/2019
... of the add-on repairs that were charged back at this dealership were due to the date and time the customer provided permission to do the repair, was not documented on the job card. This is a requirement even when the customer contacts the dealership...
Swapping Parts - 08/27/2019
Swapping parts from a stock vehicle to a customer vehicle is often useful from a diagnostic perspective. After diagnosis, the swapped parts must be removed from the customer’s vehicle and returned to the stock vehicle ensuring that they are properly...
100% Policy and Part Warranties - 02/27/2020
... 12 months/unlimited miles. Consumer warranties apply when purchased as a retail transaction (the customer pays for all or any portion of the transaction). Policy adjustments where the purchaser participates in a portion of the expense, and repairs covered...
March 2020 Recall Update - 02/27/2020
... with a Duramax diesel 6.6L engine and an option engine block heater cord are involved. Customer Satisfaction Recall N192257060-02 Recreational Towing-Dolly Tow Procedure: Certain 2019 Cadillac XT4 and Chevrolet Malibu vehicles are involved in the...
Recall Repairs - 01/03/2020
Recall work offers an underused opportunity for dealerships to attract and keep large numbers of service customers by identifying their shops as the place for repair work. There are more than 70 million cars and trucks under recall in the US for safety...
Recently Revised Bulletins - 04/29/2020
... identifies that the Courtesy Transportation Program is available for all GM vehicle purchase/lease customers and GM company-owned vehicle drivers within the Bumper to Bumper, Powertrain and/or Hybrid specific and Federal Emissions coverage of the New...
Express Service Kiosks - 04/29/2020
Express service kiosks are being used in airport terminals, rental car lanes, and even fast food restaurants to provide customer convenience. Kiosks are now being tested by automotive manufacturers and top dealership groups to provide customers with the...
New Policy Evaluation Tool Deviation Process - 06/23/2020
Using the Policy Evaluation Tool (PET) when doing a Policy Repair for your customers has been a requirement for quite some time now. GM has recently made a very helpful change giving service management the ability to deviate from the PET results up to...
August 2020 Recall Update - 07/30/2020
... affects certain 2017-18 Buick LaCrosse, 2018 Buick Regal, and 2016-18 Chevrolet Malibu vehicles. Customer Satisfaction Recall N182195660-01 Predictive Monitoring for Stochastic Pre-Ignition: The bulletin has been updated to include a copy of the...
Special Coverage Within Warranty & Beyond Warranty - 11/25/2020
... Warranty, when a known product issue occurs. Notification letters are sent to last known customers of record instructing them to contact their dealer to schedule a service appointment only if their vehicle experiences the condition described in...
Temporary Use of Non-GM Battery - 12/29/2020
GM’s has identified a supply constraint with GM/ACDelco 12-volt batteries. To ensure customer satisfaction, dealers may install a non-GM battery when an OEM battery is not available for replacement under the New Vehicle Limited Warranty. This...
Authorization to Perform Repairs - 03/22/2021
In another MOR tip, take a moment to share with the service advisor team the importance of having the customer sign on the Authorization to Perform Repairs line of the job card. In several MOR instances, the customer (or service management) signed the...
Recent MOR Results - 03/22/2021
The review of a recent Mail Out Review showed that dealers continue to neglect to document the date and time that the customer provided permission for an add on repair. This documentation is in addition to service management authorization for the add...
100% Policy and Part Warranties - 02/25/2021
... 12 months/unlimited miles. Consumer warranties apply when purchased as a retail transaction (the customer pays for all or any portion of the transaction). Policy adjustments where the purchaser participates in a portion of the expense, and repairs covered...
Repurchase Vehicle Dealer Processing Fee - 02/25/2021
When a customer vehicle concern results in a manufacturer repurchase from the customer, the dealership administers the repurchase closing and intake of the returning vehicle. Effective February 15, 2021, the payment process changed from GWM labor operation...
Courtesy Transportation & the Ignition Switch Recall - 05/09/2014
Service management must approve courtesy transportation before the customer receives the courtesy transportation vehicle by submitting for authorization on the Aftersales Empowerment Portal. Utilize the labour operation from the appropriate recall bulletin,...
Tablets - 05/09/2014
About 1,200 GM dealerships have begun using a tablet tool to help service departments increase customer retention and new business. The mobile tool allows service advisors to use a tablet to quickly pull up a vehicle's history, go through a Multi-Point...
Cadillac ELR - 01/10/2014
... to come from Cadillac, providing the dealer network with an opportunity to go after a new target customer. In order to handle this new customer base, GM is providing Cadillac dealers with a complete suite of training tools and opportunities to help prepare...
DEF - 01/28/2014
... specific information on Diesel Exhaust Fluid. DEF should not be topped off until delivery to the customer, as DEF has a limited shelf life and can expire more quickly when in higher ambient temperatures. GM recommends the DEF refill procedure should...
DEF - 12/09/2013
... 09-00-89-002 states that DEF should not be topped off until the vehicle is delivered to the customer. The refill procedure should ideally take place with the customer present to facilitate training of the correct technique. DEF has a limited shelf life...
November 2013 Recall Update - 11/18/2013
Customer Satisfaction Program 11243A-Propshaft Bolt Inspection: This bulletin has been revised to extend the expiration date to March 31, 2014. The recall addresses a concern with two of the four bolts that attach the propshaft to the rear axle that are ...
Mail-In Rebate - 12/19/2014
GM Customer Care & Aftersales (GMCC&A) has announced a $200 consumer mail-in rebate with the purchase of a dealer installed genuine GM parts engine or transmission on eligible 2009 or older GM vehicles. The rebate offer is valid on customer paid,...
Waiting Rooms - 10/31/2014
More and more dealership service customers are waiting for repairs to be completed on their vehicles. Why are so many customers waiting? Simply because dealers are performing more express type services, including oil changes and tire rotations. For quick...
Compressed Natural Gas Vehicles - 09/09/2014
Some customers may be overfilling the CNG tanks in cold weather by adding CNG beyond the recommended fill pressure. The recommended service pressure for 2011-present Chevrolet Express and GMC Savana CNG vans and 2013-present Chevrolet Silverado and GMC...
June 2015 Recall Update - 06/02/2015
Customer Satisfaction Program 12050C: Rear Axle Grinding Noise, Vibration: The recall has been revised to update the expiration date to April 30, 2016. Safety Recall 12261C: Intermittent Airbag Warning Light Illuminated: Certain 2012 Buick Verano, ...
The Cause of Failure - 10/23/2015
Every warranty transaction requires a customer concern, a cause of failure, and a correction. It is the service advisor's responsibility to get the customer's concern; the technician working on the vehicle needs to provide the rest. The correction information...
Option C - 12/01/2015
... rate eligibility is contingent on the Service Agent's continued compliance with GM standard parts reimbursement policy. The Service Agent must not request or receive a parts handling allowance above the GM standard 40% reimbursement rate. In the state...
Accessory Power Outlet and Trailer Lighting Fuse Replacement: - 10/02/2015
... a problem cannot be identified with the vehicle, it is reasonable to suspect that something the customer may have plugged in may have caused the fuse to open. For those cases that a defect in material or workmanship cannot be identified and the dealership...
Autonomous Volts - 10/23/2015
... in late 2016 on its Warren Technical Center campus for employee use. GM is working to redefine customer choices and the future of mobility. With rapidly improving technology and evolving customer preferences, a changing point has been created in the...
Dealer Aftersales Empowerment Reminders - 03/21/2017
... management with GM warranty approval signature authority have the ability to offer goodwill to customers. The customer must verbally agree to accept the goodwill gesture as full and final resolution to their concern prior to submitting a request. Communicate...
Maintenance Letter - 03/21/2017
... option to the current $100 Maintenance Letter offering. Both options will now be emailed to the customer rather than sent via USPS. The customer is required to surrender the Maintenance Letter upon redemption at the dealership when services are perf...
Express service kiosks are being used in airport terminals, rental car lanes, and even fast food restaurants to provide customer convenience. Kiosks are now being tested by automotive manufacturers and top dealership groups to provide customers with the...
New Policy Evaluation Tool Deviation Process - 06/23/2020
Using the Policy Evaluation Tool (PET) when doing a Policy Repair for your customers has been a requirement for quite some time now. GM has recently made a very helpful change giving service management the ability to deviate from the PET results up to...
August 2020 Recall Update - 07/30/2020
... affects certain 2017-18 Buick LaCrosse, 2018 Buick Regal, and 2016-18 Chevrolet Malibu vehicles. Customer Satisfaction Recall N182195660-01 Predictive Monitoring for Stochastic Pre-Ignition: The bulletin has been updated to include a copy of the...
Special Coverage Within Warranty & Beyond Warranty - 11/25/2020
... Warranty, when a known product issue occurs. Notification letters are sent to last known customers of record instructing them to contact their dealer to schedule a service appointment only if their vehicle experiences the condition described in...
Temporary Use of Non-GM Battery - 12/29/2020
GM’s has identified a supply constraint with GM/ACDelco 12-volt batteries. To ensure customer satisfaction, dealers may install a non-GM battery when an OEM battery is not available for replacement under the New Vehicle Limited Warranty. This...
Authorization to Perform Repairs - 03/22/2021
In another MOR tip, take a moment to share with the service advisor team the importance of having the customer sign on the Authorization to Perform Repairs line of the job card. In several MOR instances, the customer (or service management) signed the...
Recent MOR Results - 03/22/2021
The review of a recent Mail Out Review showed that dealers continue to neglect to document the date and time that the customer provided permission for an add on repair. This documentation is in addition to service management authorization for the add...
100% Policy and Part Warranties - 02/25/2021
... 12 months/unlimited miles. Consumer warranties apply when purchased as a retail transaction (the customer pays for all or any portion of the transaction). Policy adjustments where the purchaser participates in a portion of the expense, and repairs covered...
Repurchase Vehicle Dealer Processing Fee - 02/25/2021
When a customer vehicle concern results in a manufacturer repurchase from the customer, the dealership administers the repurchase closing and intake of the returning vehicle. Effective February 15, 2021, the payment process changed from GWM labor operation...
Courtesy Transportation & the Ignition Switch Recall - 05/09/2014
Service management must approve courtesy transportation before the customer receives the courtesy transportation vehicle by submitting for authorization on the Aftersales Empowerment Portal. Utilize the labour operation from the appropriate recall bulletin,...
Tablets - 05/09/2014
About 1,200 GM dealerships have begun using a tablet tool to help service departments increase customer retention and new business. The mobile tool allows service advisors to use a tablet to quickly pull up a vehicle's history, go through a Multi-Point...
Cadillac ELR - 01/10/2014
... to come from Cadillac, providing the dealer network with an opportunity to go after a new target customer. In order to handle this new customer base, GM is providing Cadillac dealers with a complete suite of training tools and opportunities to help prepare...
DEF - 01/28/2014
... specific information on Diesel Exhaust Fluid. DEF should not be topped off until delivery to the customer, as DEF has a limited shelf life and can expire more quickly when in higher ambient temperatures. GM recommends the DEF refill procedure should...
DEF - 12/09/2013
... 09-00-89-002 states that DEF should not be topped off until the vehicle is delivered to the customer. The refill procedure should ideally take place with the customer present to facilitate training of the correct technique. DEF has a limited shelf life...
November 2013 Recall Update - 11/18/2013
Customer Satisfaction Program 11243A-Propshaft Bolt Inspection: This bulletin has been revised to extend the expiration date to March 31, 2014. The recall addresses a concern with two of the four bolts that attach the propshaft to the rear axle that are ...
Mail-In Rebate - 12/19/2014
GM Customer Care & Aftersales (GMCC&A) has announced a $200 consumer mail-in rebate with the purchase of a dealer installed genuine GM parts engine or transmission on eligible 2009 or older GM vehicles. The rebate offer is valid on customer paid,...
Waiting Rooms - 10/31/2014
More and more dealership service customers are waiting for repairs to be completed on their vehicles. Why are so many customers waiting? Simply because dealers are performing more express type services, including oil changes and tire rotations. For quick...
Compressed Natural Gas Vehicles - 09/09/2014
Some customers may be overfilling the CNG tanks in cold weather by adding CNG beyond the recommended fill pressure. The recommended service pressure for 2011-present Chevrolet Express and GMC Savana CNG vans and 2013-present Chevrolet Silverado and GMC...
June 2015 Recall Update - 06/02/2015
Customer Satisfaction Program 12050C: Rear Axle Grinding Noise, Vibration: The recall has been revised to update the expiration date to April 30, 2016. Safety Recall 12261C: Intermittent Airbag Warning Light Illuminated: Certain 2012 Buick Verano, ...
The Cause of Failure - 10/23/2015
Every warranty transaction requires a customer concern, a cause of failure, and a correction. It is the service advisor's responsibility to get the customer's concern; the technician working on the vehicle needs to provide the rest. The correction information...
Option C - 12/01/2015
... rate eligibility is contingent on the Service Agent's continued compliance with GM standard parts reimbursement policy. The Service Agent must not request or receive a parts handling allowance above the GM standard 40% reimbursement rate. In the state...
Accessory Power Outlet and Trailer Lighting Fuse Replacement: - 10/02/2015
... a problem cannot be identified with the vehicle, it is reasonable to suspect that something the customer may have plugged in may have caused the fuse to open. For those cases that a defect in material or workmanship cannot be identified and the dealership...
Autonomous Volts - 10/23/2015
... in late 2016 on its Warren Technical Center campus for employee use. GM is working to redefine customer choices and the future of mobility. With rapidly improving technology and evolving customer preferences, a changing point has been created in the...
Dealer Aftersales Empowerment Reminders - 03/21/2017
... management with GM warranty approval signature authority have the ability to offer goodwill to customers. The customer must verbally agree to accept the goodwill gesture as full and final resolution to their concern prior to submitting a request. Communicate...
Maintenance Letter - 03/21/2017
... option to the current $100 Maintenance Letter offering. Both options will now be emailed to the customer rather than sent via USPS. The customer is required to surrender the Maintenance Letter upon redemption at the dealership when services are perf...
Time Recording Basics - 03/21/2017
It has been a long time requirement that technician’s must clock warranty repair lines. Customer pay and internal job cards do not have this requirement, however, if a repair starts out as customer pay but later turns to warranty, the technician...
Stop Leak - 03/21/2017
... EV, Volt, ELR, Spark EV, Malibu Hybrid, or CT6 Plug-In at the assembly plant. If a dealership or customer installs a stop leak product or any type of additive to the cooling systems the cost to repair the vehicle will be the responsibility of the customer...
Cybersecurity - 11/29/2016
If a customer suspects that their vehicle was involved in a cyber-attack or hack, TAC has processes in place to address the concern and collect information about the concern. GM has devoted significant resources to address these concerns. At this time...
Security Cameras - 11/29/2016
Cameras can be used as a customer service improvement tool. Find a problem, implement a correction, then again use the cameras to spot-check and ensure the improvement is actually happening. A dealer noticed extended customer wait times in the service...
Slotted Service Keys - 09/27/2016
... recalls 14172, 14299, 14350 for Unintended Ignition Key Rotation. As a result of the recall, the customer may have purchased additional ignition keys over the counter. These keys may not have the slotted key repair as prescribed in the recall prior to...
From the Forum: Sublet Repair Facility - 08/22/2017
... establishment for body repair service, and no further approval is required from GM. If GM receives customer complaints regarding the work performed by a particular establishment, GM reserves the right to withdraw its approval for such establishment,...
Tire Replacement - 11/21/2017
... if they are simply worn or damaged by other means, unless the service agent is instituting a Customer Enthusiasm transaction. To initiate a warranty action, a Pre-Repair and a Tire Authorization form must be accurately completed, and in certain...
Product Assistance Claim - 04/23/2018
The PAC Team within the Global Connected Customer Experience Contact Center is responsible for cases where the customer alleges that a vehicle defect resulted in injury or damage. All PAC cases are thoroughly reviewed during the investigation process...
Virtual Reality - 05/22/2018
... able to assist future buyers through the brand’s virtual reality project. The project gives customers the option to test features such as exterior and interior colors, trim levels, and other specifications without having to wait for the physical...
Goodyear Tire Service - 11/29/2018
... online. The service offers the choice of having a Goodyear technician install the tires at the customer’s home or business, or having Goodyear’s new valet service pick the vehicle up and bring it back with new tires. Customers also have the...
Labor Rate Enrollment - 10/23/2018
... its established warranty labor rate, while permitting the dealership to compete aggressively for customer pay work. Option C dealers are required to comply with GM’s standard parts reimbursement rate of 40%, unless otherwise agreed upon by GM....
Grocery Delivery Pilot - 07/23/2018
... up to test a driverless grocery delivery program beginning this fall. The partnership will allow customers to place same-day delivery orders using Kroger’s ClickList ordering system and Nuro’s app. Kroger states that customers will be given...
Open Recalls - 07/23/2018
... any open field actions that need to be completed. The process must be completed each time a customer vehicle arrives at the dealership for service, and prior to delivery of any new, used or CPO vehicle to any customer or another dealer. ...
Steering Wheel Damage - 07/02/2012
... due to damage, it should not be charged to warranty. Damaged components should be handled as customer pay or you may utilize dealer empowerment and submit as a customer enthusiasm repair. ...
SUBs - 06/06/2012
... Actions. Make it a priority to complete these bulletins while the vehicle is still in inventory. A customer's perception of their new vehicle can diminish when they bring their new vehicle in for routine service and the advisor informs them that their...
NHTSA and the Volt - 01/19/2012
... battery from the possibility of an electrical fire occurring days or weeks after a severe crash. A customer satisfaction program will be conducted beginning in February to perform the enhancements on customer vehicles. ...
GWM and GMPP - 05/02/2012
... were ordered prior to the expiration of the plan, or when the dealer was unable to duplicate the customer concern prior to the plan expiration. All empowerment guidelines are listed within GWM in the Service Agent Profile. Select MIC from the dropdown...
Store Upgrades - 04/13/2012
... Essential Brand Elements. EBE is a cooperative program that rewards dealers who voluntarily meet customer experience standards. Those standards include facility upgrades, extensive sales and service training and other customer experience standards.&...
Chevrolet Spark - 11/05/2012
54% of Spark minicar buyers are non-GM customers. The Spark retails for just under $13,000 which is an attractive price for budget minded customers. It comes equipped with GM's 5/100,000 mile powertrain warranty. GM sold 4,090 Sparks in July and August,...
December 2012 Recall Update - 12/18/2012
... is anticipated on January 2, 2013. Dealers will be advised when sufficient parts are available. Customer Satisfaction Program 12138 - Transmission Dipstick Tube Fracture: Approximately 900,000 vehicles are involved in this program that addresses a condition...
Branded Titles and Special Coverage - 08/30/2012
... G_0000143167, which also clarified some unusual Special Coverage notification irregularities.If a customer received a Special Coverage notification letter but IVH does not show the coverage in the Applicable Warranty section, obtain a copy of the letter...
Cold Weather Woes - 10/13/2010
Fall is here and winter is just around the corner. As such, your service department may start seeing an increase of customers with concerns of their TPM light or "low tire light" being on. To ensure that these customer concerns are addressed appropriately...
Antenna Mast - 04/12/2011
... fault. The returned masts have shown damage from impact, which is the responsibility of the customer. If the dealership makes the decision to warranty the damage, the operation claimed on the job card must support customer enthusiasm. ...
Reject of the Month - 03/10/2011
... year Cadillac oil change/maintenance program is no exception. Labour operation Z2262 provides reimbursement for the lube/oil/filter portion of the program, but is handled differently than other coupon based oil change labour operations.Most of the coupon...
The EV Effect (Part II): Competition and Opportunities - 02/23/2011
... availability of information on the new technology provides an opportunity to educate and steer the customer toward the purchase that best suits their needs. The trick will be developing a way to clearly and quickly communicate that information to field...
It has been a long time requirement that technician’s must clock warranty repair lines. Customer pay and internal job cards do not have this requirement, however, if a repair starts out as customer pay but later turns to warranty, the technician...
Stop Leak - 03/21/2017
... EV, Volt, ELR, Spark EV, Malibu Hybrid, or CT6 Plug-In at the assembly plant. If a dealership or customer installs a stop leak product or any type of additive to the cooling systems the cost to repair the vehicle will be the responsibility of the customer...
Cybersecurity - 11/29/2016
If a customer suspects that their vehicle was involved in a cyber-attack or hack, TAC has processes in place to address the concern and collect information about the concern. GM has devoted significant resources to address these concerns. At this time...
Security Cameras - 11/29/2016
Cameras can be used as a customer service improvement tool. Find a problem, implement a correction, then again use the cameras to spot-check and ensure the improvement is actually happening. A dealer noticed extended customer wait times in the service...
Slotted Service Keys - 09/27/2016
... recalls 14172, 14299, 14350 for Unintended Ignition Key Rotation. As a result of the recall, the customer may have purchased additional ignition keys over the counter. These keys may not have the slotted key repair as prescribed in the recall prior to...
From the Forum: Sublet Repair Facility - 08/22/2017
... establishment for body repair service, and no further approval is required from GM. If GM receives customer complaints regarding the work performed by a particular establishment, GM reserves the right to withdraw its approval for such establishment,...
Tire Replacement - 11/21/2017
... if they are simply worn or damaged by other means, unless the service agent is instituting a Customer Enthusiasm transaction. To initiate a warranty action, a Pre-Repair and a Tire Authorization form must be accurately completed, and in certain...
Product Assistance Claim - 04/23/2018
The PAC Team within the Global Connected Customer Experience Contact Center is responsible for cases where the customer alleges that a vehicle defect resulted in injury or damage. All PAC cases are thoroughly reviewed during the investigation process...
Virtual Reality - 05/22/2018
... able to assist future buyers through the brand’s virtual reality project. The project gives customers the option to test features such as exterior and interior colors, trim levels, and other specifications without having to wait for the physical...
Goodyear Tire Service - 11/29/2018
... online. The service offers the choice of having a Goodyear technician install the tires at the customer’s home or business, or having Goodyear’s new valet service pick the vehicle up and bring it back with new tires. Customers also have the...
Labor Rate Enrollment - 10/23/2018
... its established warranty labor rate, while permitting the dealership to compete aggressively for customer pay work. Option C dealers are required to comply with GM’s standard parts reimbursement rate of 40%, unless otherwise agreed upon by GM....
Grocery Delivery Pilot - 07/23/2018
... up to test a driverless grocery delivery program beginning this fall. The partnership will allow customers to place same-day delivery orders using Kroger’s ClickList ordering system and Nuro’s app. Kroger states that customers will be given...
Open Recalls - 07/23/2018
... any open field actions that need to be completed. The process must be completed each time a customer vehicle arrives at the dealership for service, and prior to delivery of any new, used or CPO vehicle to any customer or another dealer. ...
Steering Wheel Damage - 07/02/2012
... due to damage, it should not be charged to warranty. Damaged components should be handled as customer pay or you may utilize dealer empowerment and submit as a customer enthusiasm repair. ...
SUBs - 06/06/2012
... Actions. Make it a priority to complete these bulletins while the vehicle is still in inventory. A customer's perception of their new vehicle can diminish when they bring their new vehicle in for routine service and the advisor informs them that their...
NHTSA and the Volt - 01/19/2012
... battery from the possibility of an electrical fire occurring days or weeks after a severe crash. A customer satisfaction program will be conducted beginning in February to perform the enhancements on customer vehicles. ...
GWM and GMPP - 05/02/2012
... were ordered prior to the expiration of the plan, or when the dealer was unable to duplicate the customer concern prior to the plan expiration. All empowerment guidelines are listed within GWM in the Service Agent Profile. Select MIC from the dropdown...
Store Upgrades - 04/13/2012
... Essential Brand Elements. EBE is a cooperative program that rewards dealers who voluntarily meet customer experience standards. Those standards include facility upgrades, extensive sales and service training and other customer experience standards.&...
Chevrolet Spark - 11/05/2012
54% of Spark minicar buyers are non-GM customers. The Spark retails for just under $13,000 which is an attractive price for budget minded customers. It comes equipped with GM's 5/100,000 mile powertrain warranty. GM sold 4,090 Sparks in July and August,...
December 2012 Recall Update - 12/18/2012
... is anticipated on January 2, 2013. Dealers will be advised when sufficient parts are available. Customer Satisfaction Program 12138 - Transmission Dipstick Tube Fracture: Approximately 900,000 vehicles are involved in this program that addresses a condition...
Branded Titles and Special Coverage - 08/30/2012
... G_0000143167, which also clarified some unusual Special Coverage notification irregularities.If a customer received a Special Coverage notification letter but IVH does not show the coverage in the Applicable Warranty section, obtain a copy of the letter...
Cold Weather Woes - 10/13/2010
Fall is here and winter is just around the corner. As such, your service department may start seeing an increase of customers with concerns of their TPM light or "low tire light" being on. To ensure that these customer concerns are addressed appropriately...
Antenna Mast - 04/12/2011
... fault. The returned masts have shown damage from impact, which is the responsibility of the customer. If the dealership makes the decision to warranty the damage, the operation claimed on the job card must support customer enthusiasm. ...
Reject of the Month - 03/10/2011
... year Cadillac oil change/maintenance program is no exception. Labour operation Z2262 provides reimbursement for the lube/oil/filter portion of the program, but is handled differently than other coupon based oil change labour operations.Most of the coupon...
The EV Effect (Part II): Competition and Opportunities - 02/23/2011
... availability of information on the new technology provides an opportunity to educate and steer the customer toward the purchase that best suits their needs. The trick will be developing a way to clearly and quickly communicate that information to field...
Recall/Campaign Review - 02/23/2011
... campaigns and recalls on each vehicle that visits the service department is an easy way to improve customer care and service department revenue. Keeping current on the changes in campaigns/recalls will only enhance these benefits for your dealership...
New Labour Dependency Field Code - 12/15/2011
... of characters including the vehicle type, location on the Repair Area Identification Grid and the customer issue code and issue sizes from the Claim Submission Chart.To first character of the alpha/numeric code is a letter: C for car, S for SUV, and...
Wheel Alignment - 12/15/2011
... specific information recorded on or attached to the job card. This information includes:The customer's detailed concernWhat corrected the customer's concernVerification that SI was consulted for the proper specificationsThe before and after wheel alignment...
NAV Disc Feedback - 11/17/2011
Some customers may notice that some navigation radio map discs may have missing or incorrect information. Customers may report missing or incorrect roads, road names, addresses, highway labeling, highway exit numbers, traffic restrictions and points of...
You're Being Watched! - 06/08/2011
... The previous transaction must be thoroughly researched to determine if that repair corrected the customer's concern at the time. If it becomes evident that it didn't, in other words the customer is back in your service department because the repairs...
A Little Automotive Humor - 06/07/2010
A technician was talking to a customer whose vehicle he had just finished working on. The customer was a well-known heart surgeon. He asked the surgeon, "Hey doc, I can open up the 'heart' of your car - the engine - and replace valves and other necessary...
Safety Recall 10023A and Stop Delivery Update: - 04/13/2010
... performed the vehicle will be released from the Stop Delivery and may be sold and delivered to the customer. ...
From the Desk of a Service Manager - 02/04/2010
... type of meeting has never taken place. Make the effort to discuss parts availability and potential customer issues on a weekly basis.A great place for the weekly meetings to start is with aged special order parts: how long have they been on the shelf,...
From the Desk of a Service Manager - 04/13/2010
... role in the dealership. As the dealership service manager you have the ability to influence customer satisfaction and loyalty by delivering service that makes owning and maintaining a GM vehicle convenient and pleasurable. (GM ROS) Such a task can't...
Routing the Transaction for Review and Payment - 04/27/2011
... is thorough, clear, concise and supportive of the repairs performed.Provide descriptive 3 C's (the customer's concern statement, the technician's documentation for the cause of failure, and the steps taken to correct the concern) at the first submission....
2011 Vehicle Tire Warranty - 09/19/2011
... Give a copy to your service advisors and parts department so they will know how much to bill the customer for the tire.When the transaction is submitted, enter the customer's portion in the Customer/Service Agent participation amount field.Once the Tire...
CBG CPO Maintenance Plan - 10/14/2011
... the Chevrolet Buick GMC Certified Pre-Owned Warranty. The maintenance plan is meant to provide customers with an option for oil and filter change, vehicle inspections, and tire rotations.The CBG CPO maintenance program runs for 2 years or 30,000 miles....
Parts Incompatibility Reject - 10/14/2011
... Chevrolet Silverado brought their truck in for an inspection relating to a corrosion concern. The customer's complaint was that there appeared to be corrosion on the dealer installed chrome assist steps. Upon inspection, the technicians determined that...
Vehicle Modification and Warranty Repairs - 11/17/2011
... provision. A modification to the vehicle using non-GM parts or procedures is typically seen by customers as an improvement to their vehicle, but in fact can alter other systems leading to a necessary repair. Both situations are not covered by the New...
Diesel Exhaust Fluid - 04/12/2011
... fluid is added at the factory, the dealer is required to fill the tank prior to delivery to the customer.DEF has a limited shelf life and is intolerant to certain temperatures, and for that reason the fluid is to be added just prior to delivery to the...
Sublet Warranty Repairs - 11/18/2010
... you comply with GM's sublet policies. Use this worksheet to provide the information about your customer that your sublet company will need for their invoice. There is also space for you to look up the labour operation and corresponding dollar amount...
April 2013 Recall Update - 04/12/2013
... recall report is available for dealers with involved vehicles. The list contains the complete VIN, customer name, and address information. G_0000157909Noncompliance Recall 13053: Driver Shift Control Feature May Disengage: Approximately 26,500 vehicles...
Reject of the month: Net Item Expense - 04/12/2013
A service agent recently processed a transaction for the replacement of a fuel pump module on a 2009 GMC Sierra. The customer complained that the vehicle wouldn't crank. The technician found an open in the fuel pump module. To correct the concern the...
The Team - 04/12/2013
... role in the dealership. As the dealership service manager you have the ability to influence customer satisfaction and loyalty by delivering service that makes owning and maintaining a GM vehicle convenient and pleasurable. (GM ROS) Such a task can't...
Concern, Cause and Correction - 05/02/2012
... familiar with this policy? All job cards must contain a clear and concise write up with all customer conditions clearly documented. For each condition the technician must record an accurate description of what was found as the cause of the customer's...
Power Steering Concerns - 02/07/2012
... kit includes the insert, place it in the owner's manual in the appropriate section and advise the customer that their vehicle steering system has been converted to DEXRON(r)-VI. E9554 allows 2.0 hours for the repair, which includes time to flush and...
Air Conditioning Repair Documentation - 07/23/2018
... systems using R1234yf from 0.5 to 1.2 hrs. Many air conditioning repairs are due to the customer’s concern of the system not blowing cold air. After repairing the vehicle, technicians must document on the job card how much refrigerant they...
May 2018 Recall Update - 04/23/2018
... The recall affects certain 2006-2010 Pontiac Solstice and 2007-2010 Saturn Sky vehicles. Customer Satisfaction Recall 17297-02 High Voltage Battery Pack Low Cell: The recall bulletin has been updated to 2018 model year vehicles. Certain 2017-2018...
Sublet Repair Compliancy - 06/25/2018
... Dealers are responsible for the satisfactory completion of those warranty repairs. If GM receives customer complaints regarding the work performed by a particular establishment, they may specifically single out that facility and inform the dealership...
Option A or C Labor Rate - 11/21/2017
... its established warranty labor rate, while permitting the dealership to compete aggressively for customer pay work. Service Agents that are currently enrolled in the Option A warranty labor rate agreement had the opportunity to enroll in the Option...
... campaigns and recalls on each vehicle that visits the service department is an easy way to improve customer care and service department revenue. Keeping current on the changes in campaigns/recalls will only enhance these benefits for your dealership...
New Labour Dependency Field Code - 12/15/2011
... of characters including the vehicle type, location on the Repair Area Identification Grid and the customer issue code and issue sizes from the Claim Submission Chart.To first character of the alpha/numeric code is a letter: C for car, S for SUV, and...
Wheel Alignment - 12/15/2011
... specific information recorded on or attached to the job card. This information includes:The customer's detailed concernWhat corrected the customer's concernVerification that SI was consulted for the proper specificationsThe before and after wheel alignment...
NAV Disc Feedback - 11/17/2011
Some customers may notice that some navigation radio map discs may have missing or incorrect information. Customers may report missing or incorrect roads, road names, addresses, highway labeling, highway exit numbers, traffic restrictions and points of...
You're Being Watched! - 06/08/2011
... The previous transaction must be thoroughly researched to determine if that repair corrected the customer's concern at the time. If it becomes evident that it didn't, in other words the customer is back in your service department because the repairs...
A Little Automotive Humor - 06/07/2010
A technician was talking to a customer whose vehicle he had just finished working on. The customer was a well-known heart surgeon. He asked the surgeon, "Hey doc, I can open up the 'heart' of your car - the engine - and replace valves and other necessary...
Safety Recall 10023A and Stop Delivery Update: - 04/13/2010
... performed the vehicle will be released from the Stop Delivery and may be sold and delivered to the customer. ...
From the Desk of a Service Manager - 02/04/2010
... type of meeting has never taken place. Make the effort to discuss parts availability and potential customer issues on a weekly basis.A great place for the weekly meetings to start is with aged special order parts: how long have they been on the shelf,...
From the Desk of a Service Manager - 04/13/2010
... role in the dealership. As the dealership service manager you have the ability to influence customer satisfaction and loyalty by delivering service that makes owning and maintaining a GM vehicle convenient and pleasurable. (GM ROS) Such a task can't...
Routing the Transaction for Review and Payment - 04/27/2011
... is thorough, clear, concise and supportive of the repairs performed.Provide descriptive 3 C's (the customer's concern statement, the technician's documentation for the cause of failure, and the steps taken to correct the concern) at the first submission....
2011 Vehicle Tire Warranty - 09/19/2011
... Give a copy to your service advisors and parts department so they will know how much to bill the customer for the tire.When the transaction is submitted, enter the customer's portion in the Customer/Service Agent participation amount field.Once the Tire...
CBG CPO Maintenance Plan - 10/14/2011
... the Chevrolet Buick GMC Certified Pre-Owned Warranty. The maintenance plan is meant to provide customers with an option for oil and filter change, vehicle inspections, and tire rotations.The CBG CPO maintenance program runs for 2 years or 30,000 miles....
Parts Incompatibility Reject - 10/14/2011
... Chevrolet Silverado brought their truck in for an inspection relating to a corrosion concern. The customer's complaint was that there appeared to be corrosion on the dealer installed chrome assist steps. Upon inspection, the technicians determined that...
Vehicle Modification and Warranty Repairs - 11/17/2011
... provision. A modification to the vehicle using non-GM parts or procedures is typically seen by customers as an improvement to their vehicle, but in fact can alter other systems leading to a necessary repair. Both situations are not covered by the New...
Diesel Exhaust Fluid - 04/12/2011
... fluid is added at the factory, the dealer is required to fill the tank prior to delivery to the customer.DEF has a limited shelf life and is intolerant to certain temperatures, and for that reason the fluid is to be added just prior to delivery to the...
Sublet Warranty Repairs - 11/18/2010
... you comply with GM's sublet policies. Use this worksheet to provide the information about your customer that your sublet company will need for their invoice. There is also space for you to look up the labour operation and corresponding dollar amount...
April 2013 Recall Update - 04/12/2013
... recall report is available for dealers with involved vehicles. The list contains the complete VIN, customer name, and address information. G_0000157909Noncompliance Recall 13053: Driver Shift Control Feature May Disengage: Approximately 26,500 vehicles...
Reject of the month: Net Item Expense - 04/12/2013
A service agent recently processed a transaction for the replacement of a fuel pump module on a 2009 GMC Sierra. The customer complained that the vehicle wouldn't crank. The technician found an open in the fuel pump module. To correct the concern the...
The Team - 04/12/2013
... role in the dealership. As the dealership service manager you have the ability to influence customer satisfaction and loyalty by delivering service that makes owning and maintaining a GM vehicle convenient and pleasurable. (GM ROS) Such a task can't...
Concern, Cause and Correction - 05/02/2012
... familiar with this policy? All job cards must contain a clear and concise write up with all customer conditions clearly documented. For each condition the technician must record an accurate description of what was found as the cause of the customer's...
Power Steering Concerns - 02/07/2012
... kit includes the insert, place it in the owner's manual in the appropriate section and advise the customer that their vehicle steering system has been converted to DEXRON(r)-VI. E9554 allows 2.0 hours for the repair, which includes time to flush and...
Air Conditioning Repair Documentation - 07/23/2018
... systems using R1234yf from 0.5 to 1.2 hrs. Many air conditioning repairs are due to the customer’s concern of the system not blowing cold air. After repairing the vehicle, technicians must document on the job card how much refrigerant they...
May 2018 Recall Update - 04/23/2018
... The recall affects certain 2006-2010 Pontiac Solstice and 2007-2010 Saturn Sky vehicles. Customer Satisfaction Recall 17297-02 High Voltage Battery Pack Low Cell: The recall bulletin has been updated to 2018 model year vehicles. Certain 2017-2018...
Sublet Repair Compliancy - 06/25/2018
... Dealers are responsible for the satisfactory completion of those warranty repairs. If GM receives customer complaints regarding the work performed by a particular establishment, they may specifically single out that facility and inform the dealership...
Option A or C Labor Rate - 11/21/2017
... its established warranty labor rate, while permitting the dealership to compete aggressively for customer pay work. Service Agents that are currently enrolled in the Option A warranty labor rate agreement had the opportunity to enroll in the Option...
2017: Year in Review - 11/21/2017
... failed to specifically state that they verified the new concern. Also, the date and time the customer approved the add on repair must be documented. Chargebacks occurred when that information, too, was not documented on the job card. The policy that...
April 2018 Recall Update - 03/26/2018
... revisions to the correction, parts, warranty information, and service procedure sections. A customer letter has also been added. Safety Recall 17287-02: Frontal Air Bag and Pretensioner Non-Deploy: The recall bulletin has been revised to remove...
Option A or C Labor Rate - 11/29/2016
... its established warranty labor rate, while permitting the dealership to compete aggressively for customer pay work. Dealers that are currently enrolled in the Option A warranty labor rate agreement had the opportunity to enroll in the Option C labor...
Required Operating Procedures - 04/08/2016
... to Perform Repairs. Each and every warranty and policy job card must be signed by the customer. This signature authorizes the Service Agent to perform the requested service/repairs. Signatures must be obtained prior to performing repairs. Service management...
Service Update Bulletin - 07/28/2016
... vehicles in Service Agent inventory and can also authorize Service Agents to correct involved customer vehicles that return for any type of service, provided the base warranty is still in effect. This type of field action is usually implemented to address...
Extended Protection Plans - 08/23/2016
... for handling Divisional Protection Plan transactions:Dealers are advised to obtain a copy of the Customer's Protection Plan Contract at the time of repair. If it is not available, the plan number or last eight of the VIN will be necessary. Once...
2016 Cadillac-V - 10/23/2015
... sheen. There are special care requirements that must be followed during PDI as well as by the customer to maintain the unique flat finish. Dealers will receive a Crystal White Frost delivery packet that includes instructions and a Customer Care...
Divisional Extended Protection Plan - 10/23/2015
... Procedures, and Guides area of the Service page. Dealers are advised to obtain a copy of the Customer's Protection Plan Contract at the time of repair. If it is not available, the plan number or last eight of the VIN will be necessary. Once the...
Reject of the Month - 06/30/2015
... must punch on/off time tickets for all required warranty and policy repairs. No customer signature and/or missing service management explanation. The customer signature must be present on the authorization line of the job card. If you are unable...
Changes to Technician Accounting of Labour Time - 08/05/2014
... warranty and policy repairs. Previously, GM required that all repairs be time recorded, including customer pay and internal. Despite this policy change, we recommend that your technicians continue to time record all job cards since it is not necessarily...
Recalls - 02/23/2015
... in service business over the past several months as a result of the numerous recalls. Many customers that you may have never seen in the dealership before are contacting the service department to have a recall performed. GM, as well as the Federal...
December 2013 Recall Update - 12/09/2013
... a condition with the power seat wiring harness contacting the seat frame and chafing the harness.Customer Satisfaction Program 13356: Forward Collision Alert System Audible Warning Inoperative:Just over 1,000 vehicles have a condition in which the beep...
Same Day Repairs - 04/12/2013
... to support and reward service agents who focus on the goal of achieving same day repairs to their customer's vehicles. The average customer's hope is that when they take their vehicle to your dealership, the repair can be made while they wait or at the...
Required Operating Procedures aka The 18 Point Bulletin - 07/30/2013
... new criteria/requirements that are addressed in the latest version of the bulletin. Point 1 - Customer's Signature Required: New Criteria: If service agent is unable to obtain a customer signature, service management must state the reason and sign...
August 2013 Recall Update - 07/30/2013
Special Coverage 10054E: Fuel Level Sensor Contact Wear: The special coverage has been revised to discontinue the 50% customer co-pay policy. GM will now pay 100% of the total cost for the repair. The policy update is retroactive and customers may be...
Achieving Elite - 01/28/2014
... Analyze Warranty tab and then Service Agent Detail tab. Field Action Completion, Repeat Repair, Customer Retention, Parts Loyalty and STS percentages are all listed within the Service Agent Metrics. How close is your dealership to being Elite? Not...
Courtesy Transportation - 01/10/2014
... rental vehicle suppliers can be found in bulletin 07-00-89-037. Vehicles utilized for customer rentals are to be current or within the past one model year. Previously the policy was two model years. Service advisors are the key players in making...
Engineering Information - 02/27/2014
... a specific concern. This information is very important to GM in determining the root cause of the customer's concern to develop or validate a fix. Often the bulletin will instruct the technician to contact the engineer listed in the bulletin prior, to...
Reject of the Month - 05/09/2014
... expense was valid and provided the warranty administrator with the following supporting comment: customer is a loyal customer of this dealership and has purchased multiple vehicles and will not go to a closer dealership for service. Customer requested...
Up Assembly Process - 01/27/2021
When GM Customer Care and Aftersales (CCA) is unable to fulfill a parts order within a reasonable amount of time on an open SPAC case, CCA may ship an alternate part or an up assembly (assembly/unit/kit, which contains the specific part needed) if one...
January 2021 Recall Update - 12/29/2020
... Cadillac CT4, CT5, and 2021 Chevrolet Trailblazer vehicles are involved in the bulletin. Customer Satisfaction Recall N202310850-01 Airbag Indicator Light: Dealers are instructed to verify the DTC B14DC is present and replace the affected driver...
June 2021 Recall Update - 05/26/2021
... special coverage affects certain 2008-11 Buick Lucerne and 2009-11 Cadillac DTS vehicles. Customer Satisfaction Recall N202309630 Trailering Information Label Incorrectly States Trailering Capabilities: The recall bulletin addresses an incorrect...
Takata Airbag Recall - 06/29/2021
... part for shelf stock in your inventory, this is a field fix part only. Only order this part for a customer vehicle that is being serviced. Do not discard or destroy the box containing the new passenger airbag inflator as it will be needed to return used...
What's the Cause? - 06/29/2021
... the cause of the failure to be part of the written story, as told by the technician repairing a customer’s vehicle. Technicians know this, it’s been a requirement forever, yet many warranty administrators face job card after job card that...
Battery Warranty Coverage - 08/30/2021
Batteries are covered under the New Vehicle Bumper-to-Bumper warranty. Once the Bumper-to-Bumper warranty expires, the customer is responsible for battery replacements. Policy adjustments are never allowed on a battery. Battery replacements installed...
... failed to specifically state that they verified the new concern. Also, the date and time the customer approved the add on repair must be documented. Chargebacks occurred when that information, too, was not documented on the job card. The policy that...
April 2018 Recall Update - 03/26/2018
... revisions to the correction, parts, warranty information, and service procedure sections. A customer letter has also been added. Safety Recall 17287-02: Frontal Air Bag and Pretensioner Non-Deploy: The recall bulletin has been revised to remove...
Option A or C Labor Rate - 11/29/2016
... its established warranty labor rate, while permitting the dealership to compete aggressively for customer pay work. Dealers that are currently enrolled in the Option A warranty labor rate agreement had the opportunity to enroll in the Option C labor...
Required Operating Procedures - 04/08/2016
... to Perform Repairs. Each and every warranty and policy job card must be signed by the customer. This signature authorizes the Service Agent to perform the requested service/repairs. Signatures must be obtained prior to performing repairs. Service management...
Service Update Bulletin - 07/28/2016
... vehicles in Service Agent inventory and can also authorize Service Agents to correct involved customer vehicles that return for any type of service, provided the base warranty is still in effect. This type of field action is usually implemented to address...
Extended Protection Plans - 08/23/2016
... for handling Divisional Protection Plan transactions:Dealers are advised to obtain a copy of the Customer's Protection Plan Contract at the time of repair. If it is not available, the plan number or last eight of the VIN will be necessary. Once...
2016 Cadillac-V - 10/23/2015
... sheen. There are special care requirements that must be followed during PDI as well as by the customer to maintain the unique flat finish. Dealers will receive a Crystal White Frost delivery packet that includes instructions and a Customer Care...
Divisional Extended Protection Plan - 10/23/2015
... Procedures, and Guides area of the Service page. Dealers are advised to obtain a copy of the Customer's Protection Plan Contract at the time of repair. If it is not available, the plan number or last eight of the VIN will be necessary. Once the...
Reject of the Month - 06/30/2015
... must punch on/off time tickets for all required warranty and policy repairs. No customer signature and/or missing service management explanation. The customer signature must be present on the authorization line of the job card. If you are unable...
Changes to Technician Accounting of Labour Time - 08/05/2014
... warranty and policy repairs. Previously, GM required that all repairs be time recorded, including customer pay and internal. Despite this policy change, we recommend that your technicians continue to time record all job cards since it is not necessarily...
Recalls - 02/23/2015
... in service business over the past several months as a result of the numerous recalls. Many customers that you may have never seen in the dealership before are contacting the service department to have a recall performed. GM, as well as the Federal...
December 2013 Recall Update - 12/09/2013
... a condition with the power seat wiring harness contacting the seat frame and chafing the harness.Customer Satisfaction Program 13356: Forward Collision Alert System Audible Warning Inoperative:Just over 1,000 vehicles have a condition in which the beep...
Same Day Repairs - 04/12/2013
... to support and reward service agents who focus on the goal of achieving same day repairs to their customer's vehicles. The average customer's hope is that when they take their vehicle to your dealership, the repair can be made while they wait or at the...
Required Operating Procedures aka The 18 Point Bulletin - 07/30/2013
... new criteria/requirements that are addressed in the latest version of the bulletin. Point 1 - Customer's Signature Required: New Criteria: If service agent is unable to obtain a customer signature, service management must state the reason and sign...
August 2013 Recall Update - 07/30/2013
Special Coverage 10054E: Fuel Level Sensor Contact Wear: The special coverage has been revised to discontinue the 50% customer co-pay policy. GM will now pay 100% of the total cost for the repair. The policy update is retroactive and customers may be...
Achieving Elite - 01/28/2014
... Analyze Warranty tab and then Service Agent Detail tab. Field Action Completion, Repeat Repair, Customer Retention, Parts Loyalty and STS percentages are all listed within the Service Agent Metrics. How close is your dealership to being Elite? Not...
Courtesy Transportation - 01/10/2014
... rental vehicle suppliers can be found in bulletin 07-00-89-037. Vehicles utilized for customer rentals are to be current or within the past one model year. Previously the policy was two model years. Service advisors are the key players in making...
Engineering Information - 02/27/2014
... a specific concern. This information is very important to GM in determining the root cause of the customer's concern to develop or validate a fix. Often the bulletin will instruct the technician to contact the engineer listed in the bulletin prior, to...
Reject of the Month - 05/09/2014
... expense was valid and provided the warranty administrator with the following supporting comment: customer is a loyal customer of this dealership and has purchased multiple vehicles and will not go to a closer dealership for service. Customer requested...
Up Assembly Process - 01/27/2021
When GM Customer Care and Aftersales (CCA) is unable to fulfill a parts order within a reasonable amount of time on an open SPAC case, CCA may ship an alternate part or an up assembly (assembly/unit/kit, which contains the specific part needed) if one...
January 2021 Recall Update - 12/29/2020
... Cadillac CT4, CT5, and 2021 Chevrolet Trailblazer vehicles are involved in the bulletin. Customer Satisfaction Recall N202310850-01 Airbag Indicator Light: Dealers are instructed to verify the DTC B14DC is present and replace the affected driver...
June 2021 Recall Update - 05/26/2021
... special coverage affects certain 2008-11 Buick Lucerne and 2009-11 Cadillac DTS vehicles. Customer Satisfaction Recall N202309630 Trailering Information Label Incorrectly States Trailering Capabilities: The recall bulletin addresses an incorrect...
Takata Airbag Recall - 06/29/2021
... part for shelf stock in your inventory, this is a field fix part only. Only order this part for a customer vehicle that is being serviced. Do not discard or destroy the box containing the new passenger airbag inflator as it will be needed to return used...
What's the Cause? - 06/29/2021
... the cause of the failure to be part of the written story, as told by the technician repairing a customer’s vehicle. Technicians know this, it’s been a requirement forever, yet many warranty administrators face job card after job card that...
Battery Warranty Coverage - 08/30/2021
Batteries are covered under the New Vehicle Bumper-to-Bumper warranty. Once the Bumper-to-Bumper warranty expires, the customer is responsible for battery replacements. Policy adjustments are never allowed on a battery. Battery replacements installed...
Policy Evaluation Tool Deviations - 11/25/2020
... that Service Management had the authority to deviate from the Policy Evaluation tool results for customer participation up to $500. With that announcement it stated that dealers were still encouraged to follow the recommended amount of assistance. The...
Proactive Alerts - 08/25/2020
On connected vehicles, GM is able to evaluate the condition of your customer’s battery and report the state of health to the customer through the Vehicle Diagnostics Report and/or to the dealer through the Multi-Point Inspection screen on Service...
A/C Repair Documentation - 07/30/2020
... A/C system or 0.3 hours for the R134a system. Many air conditioning repairs are due to the customer’s concern of the system not blowing cold air. After repairing the vehicle, technicians must document on the job card how much refrigerant...
Over the Counter Parts Warranty - 04/29/2020
... a part that has been sold over-the-counter fails within the 24 month timeframe, the customer may return to any GM dealership for a replacement part at no cost. The warranty on the new part would be the balance of the original warranty. A transaction...
Warranty Parts Center Paperwork - 02/27/2020
... Manager Aftersales. Last year GM updated bulletin 99-00-89-019 and one of the updates involves customer personal data and information. To help with the privacy of customer personal data, dealers are not to provide customer personal data information in...
Air Conditioning Repair Documentation - 07/30/2019
... or up to 0.3 hours for the R134a A/C system. Many air conditioning repairs are due to the customer’s concern of the system not blowing cold air. After repairing the vehicle, technicians must document on the job card how much refrigerant they...
Air Conditioning Repair Documentation - 07/25/2023
... A/C system or 0.3 hours for the R134a system. Many air conditioning repairs are due to the customer’s concern of the system not blowing cold air. After repairing the vehicle, technicians must document on the job card how much refrigerant...
Diagnosis Time When a Part was Ordered - 04/25/2023
... is $100.00. If neither of those options are available, the part will have to be ordered. If the customer and the vehicle then leave the dealership, the job card must be closed. In this situation, the technician does not get paid for their diagnosis on...
Incompatible Parts Rejects - 10/25/2023
... number available, please enter description:” field to explain the situation. When a customer expresses a single concern but there were two separate causal part failures, there should be two labor operations and two lines submitted for reimbursements....
Required Operating Procedures - 8 Points: Bulletin Update! - 09/26/2023
... The authorization explanation must support the reason for the missed scan. The Add On Customer Concern After Job Card Write Up section has been updated to provide clarification for the timing of Service Management Approval and Customer Approval....
January 2023 Recall Update - 01/04/2023
Customer Satisfaction Recall N212354520-02 Heated Vented Seats Retrofit: The recall bulletin has been updated to include additional makes and models in the population. The warranty section has been updated to include labor times for the additional models. ...
Out of Warranty - 11/21/2022
... for a vehicle that is out of warranty. When service advisors create a job card for a customer’s vehicle, they need to know if the work needed is covered under warranty or will be a customer pay repair. The first step in verifying warranty...
Reject of the Month - September 2022 - 08/22/2022
... noted “possible warranty” at write up as the battery had previously been replaced, customer pay. The technician tested the battery with the GR8 and found the battery to have failed. The failure code was documented on the hard copy and...
September 2022 Recall Update - 08/22/2022
... or module as necessary. Involved vehicles are covered for a period of 15 years/200,000 miles. Customer Satisfaction Recall N212354524 Heated Vented Seats Retrofit Due to Chip Shortage: The recall addresses the industry wide semiconductor shortage and...
Tips from a Mail Out Review - 08/22/2022
... PRIOR to work performed. The add on line must be added to the FRONT of the job card with all other customer concerns. The line may be added by the service manager, service advisor, or any non-technical service department employee. The customer must be...
Bolt High Voltage Batteries - 09/26/2022
... aware that the replacement battery came with an 8 year/100,000-mile limited part warranty. If the customer returns to the dealership for the new advanced diagnostic software update or for a full EV battery pack replacement to close the recall, dealers...
Job Card Reprints - 09/26/2022
In those instances where a tablet is not being used to create a job card, the shop/hard copy is the copy the customer signs to authorize the repairs that will be made to their vehicle. This copy will be requested in an audit situation, and also, possibly...
Courtesy Transportation - 10/26/2021
... and a half, including the CTP/CTA Program, the addition of U-Courtesy to the CTP/CTA Program, reimbursement allowances for car/ride sharing, and Hertz Corporations support of GM’s rental allowances. If the dealer is unsuccessful in securing a rental...
Used Courtesy Program - 12/01/2021
... (e.g. Hertz/Enterprise) units are strictly forbidden. These units are not eligible for warranty reimbursement under the U-Courtesy Program. Reference GCUS-9-12162 ...
Empowerment: - 12/01/2021
The Dealer Empowerment for Goodwill, Customer Enthusiasm, and Policy Bulletin, 11-00-89-005S has been updated to reflect the latest Goodwill tool changes. Effective November 5, My GM Rewards Points has been added to the suite of Goodwill Tools....
Missed Revenue - 05/25/2022
... to expect that the parts department will always have the part the technician needs to repair your customer’s vehicle. In order to expedite the process, and correct your customer’s warranty concerns, GM provides dealers with the option of...
Warranty Parts Expediting - 05/25/2022
... the part number(s) of the expedited part(s) in comments. For parts obtained from GM through Customer Special Order-3 (CSO-3) shipping, GM will reimburse the actual CSO-3 shipping charges. Shipping charges are also claimed in Net Item/Parts Expediting....
Warranty Completion Date - 06/20/2022
... for warranty repairs. With part availability still an issue, it can be easier than ever for a customer to qualify for a repurchase/buyback in situations where the job card is held open when parts are ordered. This scenario can lead to a variety of problems,...
Sublet Body Repair - 03/28/2022
... repairs. Calculate the repair total using your approved warranty labor rate to determine the reimbursement amount. That amount is the maximum that the sublet shop can charge for the repairs. GM will not reimburse for an amount that exceeds the...
Core Return Policies - 04/26/2022
... parts must be returned within 30 days to receive core credit. Dealerships must submit for reimbursement for core parts returned to the WPC. Core charges WILL NOT be automatically credited. Submit the actual core part allowance in the Freight &...
... that Service Management had the authority to deviate from the Policy Evaluation tool results for customer participation up to $500. With that announcement it stated that dealers were still encouraged to follow the recommended amount of assistance. The...
Proactive Alerts - 08/25/2020
On connected vehicles, GM is able to evaluate the condition of your customer’s battery and report the state of health to the customer through the Vehicle Diagnostics Report and/or to the dealer through the Multi-Point Inspection screen on Service...
A/C Repair Documentation - 07/30/2020
... A/C system or 0.3 hours for the R134a system. Many air conditioning repairs are due to the customer’s concern of the system not blowing cold air. After repairing the vehicle, technicians must document on the job card how much refrigerant...
Over the Counter Parts Warranty - 04/29/2020
... a part that has been sold over-the-counter fails within the 24 month timeframe, the customer may return to any GM dealership for a replacement part at no cost. The warranty on the new part would be the balance of the original warranty. A transaction...
Warranty Parts Center Paperwork - 02/27/2020
... Manager Aftersales. Last year GM updated bulletin 99-00-89-019 and one of the updates involves customer personal data and information. To help with the privacy of customer personal data, dealers are not to provide customer personal data information in...
Air Conditioning Repair Documentation - 07/30/2019
... or up to 0.3 hours for the R134a A/C system. Many air conditioning repairs are due to the customer’s concern of the system not blowing cold air. After repairing the vehicle, technicians must document on the job card how much refrigerant they...
Air Conditioning Repair Documentation - 07/25/2023
... A/C system or 0.3 hours for the R134a system. Many air conditioning repairs are due to the customer’s concern of the system not blowing cold air. After repairing the vehicle, technicians must document on the job card how much refrigerant...
Diagnosis Time When a Part was Ordered - 04/25/2023
... is $100.00. If neither of those options are available, the part will have to be ordered. If the customer and the vehicle then leave the dealership, the job card must be closed. In this situation, the technician does not get paid for their diagnosis on...
Incompatible Parts Rejects - 10/25/2023
... number available, please enter description:” field to explain the situation. When a customer expresses a single concern but there were two separate causal part failures, there should be two labor operations and two lines submitted for reimbursements....
Required Operating Procedures - 8 Points: Bulletin Update! - 09/26/2023
... The authorization explanation must support the reason for the missed scan. The Add On Customer Concern After Job Card Write Up section has been updated to provide clarification for the timing of Service Management Approval and Customer Approval....
January 2023 Recall Update - 01/04/2023
Customer Satisfaction Recall N212354520-02 Heated Vented Seats Retrofit: The recall bulletin has been updated to include additional makes and models in the population. The warranty section has been updated to include labor times for the additional models. ...
Out of Warranty - 11/21/2022
... for a vehicle that is out of warranty. When service advisors create a job card for a customer’s vehicle, they need to know if the work needed is covered under warranty or will be a customer pay repair. The first step in verifying warranty...
Reject of the Month - September 2022 - 08/22/2022
... noted “possible warranty” at write up as the battery had previously been replaced, customer pay. The technician tested the battery with the GR8 and found the battery to have failed. The failure code was documented on the hard copy and...
September 2022 Recall Update - 08/22/2022
... or module as necessary. Involved vehicles are covered for a period of 15 years/200,000 miles. Customer Satisfaction Recall N212354524 Heated Vented Seats Retrofit Due to Chip Shortage: The recall addresses the industry wide semiconductor shortage and...
Tips from a Mail Out Review - 08/22/2022
... PRIOR to work performed. The add on line must be added to the FRONT of the job card with all other customer concerns. The line may be added by the service manager, service advisor, or any non-technical service department employee. The customer must be...
Bolt High Voltage Batteries - 09/26/2022
... aware that the replacement battery came with an 8 year/100,000-mile limited part warranty. If the customer returns to the dealership for the new advanced diagnostic software update or for a full EV battery pack replacement to close the recall, dealers...
Job Card Reprints - 09/26/2022
In those instances where a tablet is not being used to create a job card, the shop/hard copy is the copy the customer signs to authorize the repairs that will be made to their vehicle. This copy will be requested in an audit situation, and also, possibly...
Courtesy Transportation - 10/26/2021
... and a half, including the CTP/CTA Program, the addition of U-Courtesy to the CTP/CTA Program, reimbursement allowances for car/ride sharing, and Hertz Corporations support of GM’s rental allowances. If the dealer is unsuccessful in securing a rental...
Used Courtesy Program - 12/01/2021
... (e.g. Hertz/Enterprise) units are strictly forbidden. These units are not eligible for warranty reimbursement under the U-Courtesy Program. Reference GCUS-9-12162 ...
Empowerment: - 12/01/2021
The Dealer Empowerment for Goodwill, Customer Enthusiasm, and Policy Bulletin, 11-00-89-005S has been updated to reflect the latest Goodwill tool changes. Effective November 5, My GM Rewards Points has been added to the suite of Goodwill Tools....
Missed Revenue - 05/25/2022
... to expect that the parts department will always have the part the technician needs to repair your customer’s vehicle. In order to expedite the process, and correct your customer’s warranty concerns, GM provides dealers with the option of...
Warranty Parts Expediting - 05/25/2022
... the part number(s) of the expedited part(s) in comments. For parts obtained from GM through Customer Special Order-3 (CSO-3) shipping, GM will reimburse the actual CSO-3 shipping charges. Shipping charges are also claimed in Net Item/Parts Expediting....
Warranty Completion Date - 06/20/2022
... for warranty repairs. With part availability still an issue, it can be easier than ever for a customer to qualify for a repurchase/buyback in situations where the job card is held open when parts are ordered. This scenario can lead to a variety of problems,...
Sublet Body Repair - 03/28/2022
... repairs. Calculate the repair total using your approved warranty labor rate to determine the reimbursement amount. That amount is the maximum that the sublet shop can charge for the repairs. GM will not reimburse for an amount that exceeds the...
Core Return Policies - 04/26/2022
... parts must be returned within 30 days to receive core credit. Dealerships must submit for reimbursement for core parts returned to the WPC. Core charges WILL NOT be automatically credited. Submit the actual core part allowance in the Freight &...
Accessories - 12/26/2023
... The labor code associated with the program is 0602511, transaction type ZSSP with a maximum reimbursement of $500 per claim/vehicle. Dealers may claim the removal credit up to 12 times per calendar year on 12 unique VINs. Reference: GCUS-9-15357...
GM Accessories Employee Discount Program - 01/29/2024
... of the purchased accessories The VIN and current odometer mileage should be obtained from the customer at the time of accessories purchase for input when submitting the claim for reimbursement. Separate the above values with commas, no spaces or non-alpha...
Hummer EV 37" Tire Calibration - 02/26/2024
... maintain accurate readings. A tire no larger than 37”x12.5” is recommended. Techline Customer Support Center must be contacted for programming requirements and instructions. The labor for download and reflash of the module is to be charged...
Continental Tire Recall - 10/26/2023
... detail on how to identify a recall tire, how to replace the tire, return of recall tire, and reimbursement. ...
Job Card Systems - 09/25/2023
... turn it in. Whether your dealership prints the job card or not, it must be signed by the customer at time of job card write up giving their authorization to repair their vehicle. If printed, the customer signs the job card. If not printed, they...
3rd Party Rentals - 09/25/2023
... Transportation Program, or opted out of the CTP, may choose to get a rental vehicle for their customer from a 3rd party rental agency. Only the Hertz Corporation will honor GM’s rental rates set forth in the program guidelines. For many dealers,...
New Vehicle Tire Warranty Program - 11/29/2023
... be calculated before determining the prorated amount). Labor charges are not to be assessed to the customer for the tire replacement. GM covers 100% of the labor cost for tires replaced under the B2B warranty. Refer to the labor operation in the LTG...
Payment for Sublet Repairs - 05/23/2023
Sublet repair reimbursement is limited to the lower of the actual sublet invoice or Service Agent’s comparable allowance, calculated at Service Agent parts and labor rates and published GM labor time.
Towing - 07/25/2023
... period, towing will be covered, when necessary. GM Roadside Assistance is encouraged to facilitate customer towing needs, however, depending on the dealership location, there may be situations where there is no local tow company that has signed up to...
ZPTI Part Warranty Exceptions - 07/25/2023
Most GM and ACDelco parts sold and installed on a customer’s vehicle have a warranty of 24 months, unlimited mileage. There are some parts that have a lesser warranty and some that have a greater warranty, but the majority of GM and ACDelco parts...
August 2019 Recall Update - 07/30/2019
... specifications. Lower control arms that do not pass gauge inspection will be replaced. Customer Satisfaction Recall N192209920: Forward Auto Braking in Owner Manual: Certain 2017-18 Chevrolet Silverado 2500/3500 and GMC Sierra 2500/3500 trucks...
Profit Source - 03/27/2019
Uber and Lyft, as well as delivery service drivers, use their vehicles six times as much as a typical service customer. Dealers that are looking to increase service business and loyalty are tapping the ride-hailing service potential. A typical dealership...
Why Technicians Leave - 03/27/2019
Dissatisfaction with flat rate pay plans, reduced automaker reimbursements for warranty work, limited opportunities for advancement, and desire for a more predictable workweek are some of the factors that service technicians state when deciding to leave...
Core Parts - 05/29/2019
... transaction payment. Core charges are not automatically credited, the dealer must submit for core reimbursement using the GWM system for any core part sent to the WPC. Adjust the original accepted transaction to submit the core part allowance in the...
Authorization Updates - 01/21/2019
... to be required for items that require approval prior to the repair, including the following: customer signature not available, warranty on dealer owned inventory, and add on operations. Authorizations that are required at the time of transaction...
Missing Radio Programming Steps - 02/21/2019
GM recently reported in GCUS-9-7288 that they have received customer comments of radio related performance issues, and in review of those concerns, they identified that some technicians are not following published radio programming procedures. These procedures...
Comeback Prevention - 02/21/2019
The Comeback Concern Verification Sheets (CCVS) should be used on the first visit when the customer has a complicated, difficult, or intermittent condition or concern.
2020 Chevrolet Complete Care Maintenance - 02/27/2020
... are eligible for only one maintenance event. Another notable addition to the program is the reimbursement for the LM2 engine with ACDelco dexosD 0W20 (5W20) for the diesel 3.0L engine....
Reject of the Month - 01/03/2020
... documentation and the reasonableness of the time claimed. 3 C’s: The details of the customer’s concern, the technician’s documentation of the cause of failure (including on-board diagnostic trouble codes, test equipment readings,...
When Not to Add a Warranty Line - 07/30/2019
... as well, depending on the labor operation and part cost. If a part fails upon installation in a customer pay repair situation, a line is added to submit for warranty reimbursement as a parts warranty with transaction type ZPTI. This is explained in the...
October 2019 Recall Update - 09/24/2019
... for a period of 10 years/150,000 miles or 10 years/120,000 miles, depending on the model. Customer Satisfaction Recall N192219510: Rear Brake Pipe Protective Sleeve: Approximately 170 Chevrolet Silverado 1500 and GMC Sierra 1500 trucks are included...
Strategy Based Diagnostics - 08/27/2019
... diagnostic situation. While the first step of the process should be to understand and verify the customer’s concern and the final step to repair and verify the fix, there isn’t a requirement to complete every step in order. The steps associated...
Parts Department and Warranty Compliance - 07/30/2020
... shipping GM parts not in the dealer’s inventory. This program is intended to increase customer satisfaction and is only applicable during the New Vehicle Limited Warranty period. Parts expediting is not eligible for dealership owned vehicles or...
Reject of the Month - August 2020 - 07/30/2020
Error 803: The number of days and distance exceeds the vehicle warranty limits. Error 086: Excessive customer participation amount. Error 243: Reject 086 cannot be authorized and must be corrected. A dealer performed a condenser replacement on a 2017...
Corvette Maintenance - 08/25/2020
... tire rotation, and transmission canister filter change and transmission fluid top-off. Dealer reimbursement for the one-time service is $205 using labor operation 0600723....
... The labor code associated with the program is 0602511, transaction type ZSSP with a maximum reimbursement of $500 per claim/vehicle. Dealers may claim the removal credit up to 12 times per calendar year on 12 unique VINs. Reference: GCUS-9-15357...
GM Accessories Employee Discount Program - 01/29/2024
... of the purchased accessories The VIN and current odometer mileage should be obtained from the customer at the time of accessories purchase for input when submitting the claim for reimbursement. Separate the above values with commas, no spaces or non-alpha...
Hummer EV 37" Tire Calibration - 02/26/2024
... maintain accurate readings. A tire no larger than 37”x12.5” is recommended. Techline Customer Support Center must be contacted for programming requirements and instructions. The labor for download and reflash of the module is to be charged...
Continental Tire Recall - 10/26/2023
... detail on how to identify a recall tire, how to replace the tire, return of recall tire, and reimbursement. ...
Job Card Systems - 09/25/2023
... turn it in. Whether your dealership prints the job card or not, it must be signed by the customer at time of job card write up giving their authorization to repair their vehicle. If printed, the customer signs the job card. If not printed, they...
3rd Party Rentals - 09/25/2023
... Transportation Program, or opted out of the CTP, may choose to get a rental vehicle for their customer from a 3rd party rental agency. Only the Hertz Corporation will honor GM’s rental rates set forth in the program guidelines. For many dealers,...
New Vehicle Tire Warranty Program - 11/29/2023
... be calculated before determining the prorated amount). Labor charges are not to be assessed to the customer for the tire replacement. GM covers 100% of the labor cost for tires replaced under the B2B warranty. Refer to the labor operation in the LTG...
Payment for Sublet Repairs - 05/23/2023
Sublet repair reimbursement is limited to the lower of the actual sublet invoice or Service Agent’s comparable allowance, calculated at Service Agent parts and labor rates and published GM labor time.
Towing - 07/25/2023
... period, towing will be covered, when necessary. GM Roadside Assistance is encouraged to facilitate customer towing needs, however, depending on the dealership location, there may be situations where there is no local tow company that has signed up to...
ZPTI Part Warranty Exceptions - 07/25/2023
Most GM and ACDelco parts sold and installed on a customer’s vehicle have a warranty of 24 months, unlimited mileage. There are some parts that have a lesser warranty and some that have a greater warranty, but the majority of GM and ACDelco parts...
August 2019 Recall Update - 07/30/2019
... specifications. Lower control arms that do not pass gauge inspection will be replaced. Customer Satisfaction Recall N192209920: Forward Auto Braking in Owner Manual: Certain 2017-18 Chevrolet Silverado 2500/3500 and GMC Sierra 2500/3500 trucks...
Profit Source - 03/27/2019
Uber and Lyft, as well as delivery service drivers, use their vehicles six times as much as a typical service customer. Dealers that are looking to increase service business and loyalty are tapping the ride-hailing service potential. A typical dealership...
Why Technicians Leave - 03/27/2019
Dissatisfaction with flat rate pay plans, reduced automaker reimbursements for warranty work, limited opportunities for advancement, and desire for a more predictable workweek are some of the factors that service technicians state when deciding to leave...
Core Parts - 05/29/2019
... transaction payment. Core charges are not automatically credited, the dealer must submit for core reimbursement using the GWM system for any core part sent to the WPC. Adjust the original accepted transaction to submit the core part allowance in the...
Authorization Updates - 01/21/2019
... to be required for items that require approval prior to the repair, including the following: customer signature not available, warranty on dealer owned inventory, and add on operations. Authorizations that are required at the time of transaction...
Missing Radio Programming Steps - 02/21/2019
GM recently reported in GCUS-9-7288 that they have received customer comments of radio related performance issues, and in review of those concerns, they identified that some technicians are not following published radio programming procedures. These procedures...
Comeback Prevention - 02/21/2019
The Comeback Concern Verification Sheets (CCVS) should be used on the first visit when the customer has a complicated, difficult, or intermittent condition or concern.
2020 Chevrolet Complete Care Maintenance - 02/27/2020
... are eligible for only one maintenance event. Another notable addition to the program is the reimbursement for the LM2 engine with ACDelco dexosD 0W20 (5W20) for the diesel 3.0L engine....
Reject of the Month - 01/03/2020
... documentation and the reasonableness of the time claimed. 3 C’s: The details of the customer’s concern, the technician’s documentation of the cause of failure (including on-board diagnostic trouble codes, test equipment readings,...
When Not to Add a Warranty Line - 07/30/2019
... as well, depending on the labor operation and part cost. If a part fails upon installation in a customer pay repair situation, a line is added to submit for warranty reimbursement as a parts warranty with transaction type ZPTI. This is explained in the...
October 2019 Recall Update - 09/24/2019
... for a period of 10 years/150,000 miles or 10 years/120,000 miles, depending on the model. Customer Satisfaction Recall N192219510: Rear Brake Pipe Protective Sleeve: Approximately 170 Chevrolet Silverado 1500 and GMC Sierra 1500 trucks are included...
Strategy Based Diagnostics - 08/27/2019
... diagnostic situation. While the first step of the process should be to understand and verify the customer’s concern and the final step to repair and verify the fix, there isn’t a requirement to complete every step in order. The steps associated...
Parts Department and Warranty Compliance - 07/30/2020
... shipping GM parts not in the dealer’s inventory. This program is intended to increase customer satisfaction and is only applicable during the New Vehicle Limited Warranty period. Parts expediting is not eligible for dealership owned vehicles or...
Reject of the Month - August 2020 - 07/30/2020
Error 803: The number of days and distance exceeds the vehicle warranty limits. Error 086: Excessive customer participation amount. Error 243: Reject 086 cannot be authorized and must be corrected. A dealer performed a condenser replacement on a 2017...
Corvette Maintenance - 08/25/2020
... tire rotation, and transmission canister filter change and transmission fluid top-off. Dealer reimbursement for the one-time service is $205 using labor operation 0600723....
Courtesy Transportation - 10/27/2020
The maximum vehicle rental reimbursement period is 7 days. Rentals in excess of 7 days require pre-authorization via the Dealer Empowerment Portal prior to transaction submission. Pre-authorization requests must be submitted by day 8 of the rental, with...
Scheduled Maintenance - 11/25/2020
In October, GM announced that the Chevrolet Complete Care Maintenance Program increased the reimbursement amount on the Chevrolet Corvette. The amount has been increased from $205 to $245. The increase takes into consideration the additional labor necessary...
Accessories: LPO, ACO, and IBP - 11/25/2020
... type ZPDI. ACO accessories, those accessories that are either added by the dealership, the customer wants accessories at the time of the vehicle sale, or down the road the customer chooses to purchase a GM accessory, have a warranty that is the balance...
Battery Notes - 11/25/2020
... miles, whichever is greater. Batteries purchased as a retail transaction by the customer are covered under the terms of the ACDelco battery warranty. OE Batteries that fail during the New Vehicle B2B Limited Warranty should be replaced using...
Policy Evaluation Tool - 08/30/2021
An engine component was replaced as a Policy Decision for a customer that was outside of warranty by a few hundred miles, but within warranty by time. The dealer performed the Policy Evaluation Tool (PET) within the Aftersales Empowerment Portal in GlobalConnect....
GM Mail Out Reviews - 06/29/2021
... management verification and authorization was documented on 6/23/2021 at 10:25 am at the same time customer permission was indicated. The technician replaced the center console cupholder to correct the customer’s concern. Time punch documentation...
May 2021 Recall Update - 04/29/2021
... Recall N202313000-01 Third Row Seat Belt Damage: The revised bulletin includes a copy of the customer letter. The recall involves certain 2021 Cadillac Escalade, Escalade ESV, Chevrolet Suburban, Tahoe, GMC Yukon, and Yukon XL vehicles. Dealers are instructed...
February 2021 Recall Update - 01/27/2021
... updated shift-point calibration software. Evidence of the condition must be provided by the customer, DTC, photo, or video. A copy of the evidence must be filed with the warranty claim. The condition affects approximately 22,000 vehicles with coverage...
May 2014 Recall Update - 05/09/2014
Customer Satisfaction Program 12050B: Rear Axle Grinding Noise, Vibration: The recall has been updated to extend the expiration date for the bulletin to April 30, 2015. The recall addresses a condition in which the rear axle right-hand side bearing adjuster ...
Policy Decisions - 02/27/2014
... a Completed status, click on the Completed link to view the data in Excel format. A benchmark for Customer Participation is, on average, 25% or more. If the Participation Calculator is used with every Policy Decision the percentage will most likely be...
2014 Equinox and Terrain - 10/01/2013
The rear seat floor filler trim panel forward of the rear cargo floor area has been removed. Customers should be advised that no repairs are required as a result of this issue. The trim panel was removed as part of a standard equipment change. PI1023A...
Recall Repairs - 01/21/2015
... yet to be repaired in the U.S. GM has sent letters and emails, as well as attempting to reach customers through non-traditional methods, Facebook and Roku. A $25 gift card incentive was also offered to those that brought their vehicle into the...
Courtesy Transportation Requirements - 12/19/2014
... GM brands and specific segments within brands and to be current or within the past one model year. Reimbursement will not be provided for non-GM brands on or after January 1. ...
February 2015 Recall Update - 01/21/2015
... to inspect the storage bin and install a reinforcement latch plate bracket, if necessary. Customer Satisfaction Program 13322: Navigation Radio Loss of Customer Settings: Approximately 125,000 vehicles are involved in this recall that addresses...
Recall Status: Incomplete Remedy Not Yet Available - 10/03/2014
Recall Status: Incomplete Remedy Not Yet Available: In mid-August this year, the customer recall VIN look-up portion of the Early Warning Reporting, Foreign Defect Reporting and Motor Vehicle and Equipment Recall Regulation went into effect. In order...
Major Assembly Replacement Submission Guidelines - 04/28/2015
... a parts department printout may be used instead of this form as long as the printout shows the customer's name and address, and the parts are itemized with number, cost, and quantity (handwritten information is not acceptable), listing both the replacement...
November 2015 Recall Update - 10/23/2015
... Fires: The bulletin has been updated to reflect a revision to the service procedure and the customer letter. Models involved include the 2013-2016 Cadillac ATS sedan. To correct the condition dealers are to reprogram the Electronic Climate Control (ECC)...
2016 Volt Windshield - 10/23/2015
... Damage to the windshield is not considered a warranty item and is not to be submitted for reimbursement. ...
Preliminary Takata Airbag Recall - 07/28/2016
... has been loaded for affected VINs, the recall status will be listed in IVH as "Prelim Recall - No Customer Action Req'd." Dealers may accept vehicles covered by the preliminary recall and may resell the vehicles also, but the existence of the preliminary...
Parts Expediting - 04/08/2016
Service agents are reimbursed for the expenses incurred for expediting GM parts that are locally obtained. The reimbursement only applies to parts that are expedited for warranty repairs and is not eligible on service agent owned vehicles. No additional...
Paint Warranty Claims - 04/08/2016
... the total repair in the sublet net item field is not allowed. Sublet invoices are to contain the customer name, VIN, date of repair, and a complete description of repairs performed. A copy of the sublet invoice must be attached to the job card and be...
Bluetooth Calls When Using An iPhone - 02/02/2016
Customers with an iPhone have voiced complaints that when their phone is paired with their vehicle and they are listening to their radio. If they either initiate or receive a Bluetooth(r) call, the infotainment system will not return to the radio station ...
Certified Pre-Owned - 01/11/2016
... 6.2L engines have a 0W20 oil specification. These vehicles were previously covered under the $35 reimbursement level. Effective in December, these vehicles are reimbursed at a $50 level. ...
Transaction Submission Time Limit Update - 12/01/2015
... 180 days of repair completion date for job cards opened on or after 11/1/15.There will be no reimbursement for transactions that exceed the 180 day limit. ...
Core Charges - 01/23/2017
Service agents must submit for the reimbursement of core charges in the freight and postage field of the net items section of the transaction. Select “core” from the drop down box. The core exchange value documentation must be printed and...
The maximum vehicle rental reimbursement period is 7 days. Rentals in excess of 7 days require pre-authorization via the Dealer Empowerment Portal prior to transaction submission. Pre-authorization requests must be submitted by day 8 of the rental, with...
Scheduled Maintenance - 11/25/2020
In October, GM announced that the Chevrolet Complete Care Maintenance Program increased the reimbursement amount on the Chevrolet Corvette. The amount has been increased from $205 to $245. The increase takes into consideration the additional labor necessary...
Accessories: LPO, ACO, and IBP - 11/25/2020
... type ZPDI. ACO accessories, those accessories that are either added by the dealership, the customer wants accessories at the time of the vehicle sale, or down the road the customer chooses to purchase a GM accessory, have a warranty that is the balance...
Battery Notes - 11/25/2020
... miles, whichever is greater. Batteries purchased as a retail transaction by the customer are covered under the terms of the ACDelco battery warranty. OE Batteries that fail during the New Vehicle B2B Limited Warranty should be replaced using...
Policy Evaluation Tool - 08/30/2021
An engine component was replaced as a Policy Decision for a customer that was outside of warranty by a few hundred miles, but within warranty by time. The dealer performed the Policy Evaluation Tool (PET) within the Aftersales Empowerment Portal in GlobalConnect....
GM Mail Out Reviews - 06/29/2021
... management verification and authorization was documented on 6/23/2021 at 10:25 am at the same time customer permission was indicated. The technician replaced the center console cupholder to correct the customer’s concern. Time punch documentation...
May 2021 Recall Update - 04/29/2021
... Recall N202313000-01 Third Row Seat Belt Damage: The revised bulletin includes a copy of the customer letter. The recall involves certain 2021 Cadillac Escalade, Escalade ESV, Chevrolet Suburban, Tahoe, GMC Yukon, and Yukon XL vehicles. Dealers are instructed...
February 2021 Recall Update - 01/27/2021
... updated shift-point calibration software. Evidence of the condition must be provided by the customer, DTC, photo, or video. A copy of the evidence must be filed with the warranty claim. The condition affects approximately 22,000 vehicles with coverage...
May 2014 Recall Update - 05/09/2014
Customer Satisfaction Program 12050B: Rear Axle Grinding Noise, Vibration: The recall has been updated to extend the expiration date for the bulletin to April 30, 2015. The recall addresses a condition in which the rear axle right-hand side bearing adjuster ...
Policy Decisions - 02/27/2014
... a Completed status, click on the Completed link to view the data in Excel format. A benchmark for Customer Participation is, on average, 25% or more. If the Participation Calculator is used with every Policy Decision the percentage will most likely be...
2014 Equinox and Terrain - 10/01/2013
The rear seat floor filler trim panel forward of the rear cargo floor area has been removed. Customers should be advised that no repairs are required as a result of this issue. The trim panel was removed as part of a standard equipment change. PI1023A...
Recall Repairs - 01/21/2015
... yet to be repaired in the U.S. GM has sent letters and emails, as well as attempting to reach customers through non-traditional methods, Facebook and Roku. A $25 gift card incentive was also offered to those that brought their vehicle into the...
Courtesy Transportation Requirements - 12/19/2014
... GM brands and specific segments within brands and to be current or within the past one model year. Reimbursement will not be provided for non-GM brands on or after January 1. ...
February 2015 Recall Update - 01/21/2015
... to inspect the storage bin and install a reinforcement latch plate bracket, if necessary. Customer Satisfaction Program 13322: Navigation Radio Loss of Customer Settings: Approximately 125,000 vehicles are involved in this recall that addresses...
Recall Status: Incomplete Remedy Not Yet Available - 10/03/2014
Recall Status: Incomplete Remedy Not Yet Available: In mid-August this year, the customer recall VIN look-up portion of the Early Warning Reporting, Foreign Defect Reporting and Motor Vehicle and Equipment Recall Regulation went into effect. In order...
Major Assembly Replacement Submission Guidelines - 04/28/2015
... a parts department printout may be used instead of this form as long as the printout shows the customer's name and address, and the parts are itemized with number, cost, and quantity (handwritten information is not acceptable), listing both the replacement...
November 2015 Recall Update - 10/23/2015
... Fires: The bulletin has been updated to reflect a revision to the service procedure and the customer letter. Models involved include the 2013-2016 Cadillac ATS sedan. To correct the condition dealers are to reprogram the Electronic Climate Control (ECC)...
2016 Volt Windshield - 10/23/2015
... Damage to the windshield is not considered a warranty item and is not to be submitted for reimbursement. ...
Preliminary Takata Airbag Recall - 07/28/2016
... has been loaded for affected VINs, the recall status will be listed in IVH as "Prelim Recall - No Customer Action Req'd." Dealers may accept vehicles covered by the preliminary recall and may resell the vehicles also, but the existence of the preliminary...
Parts Expediting - 04/08/2016
Service agents are reimbursed for the expenses incurred for expediting GM parts that are locally obtained. The reimbursement only applies to parts that are expedited for warranty repairs and is not eligible on service agent owned vehicles. No additional...
Paint Warranty Claims - 04/08/2016
... the total repair in the sublet net item field is not allowed. Sublet invoices are to contain the customer name, VIN, date of repair, and a complete description of repairs performed. A copy of the sublet invoice must be attached to the job card and be...
Bluetooth Calls When Using An iPhone - 02/02/2016
Customers with an iPhone have voiced complaints that when their phone is paired with their vehicle and they are listening to their radio. If they either initiate or receive a Bluetooth(r) call, the infotainment system will not return to the radio station ...
Certified Pre-Owned - 01/11/2016
... 6.2L engines have a 0W20 oil specification. These vehicles were previously covered under the $35 reimbursement level. Effective in December, these vehicles are reimbursed at a $50 level. ...
Transaction Submission Time Limit Update - 12/01/2015
... 180 days of repair completion date for job cards opened on or after 11/1/15.There will be no reimbursement for transactions that exceed the 180 day limit. ...
Core Charges - 01/23/2017
Service agents must submit for the reimbursement of core charges in the freight and postage field of the net items section of the transaction. Select “core” from the drop down box. The core exchange value documentation must be printed and...
February 2017 Recall Update - 01/23/2017
... and Vapor Leaks: The bulletin has been updated to include a revision to the parts, warranty, and customer information sections. The special coverage affects certain 2007-2009 Cadillac XLR and 2007-2013 Chevrolet Corvette vehicles for a period of 10 years...
Engineering Information (EI) Process - 01/23/2017
... for the EI will be flagged with a PIE number in IVH. If the flagged EI is not the same as the customer’s concern, no further action is required. An EI is not required to be performed on a vehicle unless it matches the customer concern. A unique...
October 2017 Recall Update - 09/27/2017
... service procedure section. The recall applies to certain 2016-2017 Chevrolet Spark vehicles. Customer Satisfaction Program 17297: High Voltage Battery Pack Low Cell: Low voltage within the cells of the battery pack of certain 2017 Chevrolet Bolt...
Coolant and Recall 18138 - 06/25/2018
... PET is to be used once a determination has been made that a policy decision is appropriate for a customer’s out of warranty repair or whenever the customer has requested assistance with an out of warranty repair. The PET will provide the applicable...
Top 10 Warranty Deviations (That Can Lead to a Chargeback) - 06/25/2018
... sees most often as non-compliant when they look at dealership’s warranty job cards. 1. No customer signature. If service advisors fail to get the customer’s signature at write up, service management must sign, date, time, and explain on the...
Repair Time Overlap - 05/22/2018
... be reduced to reflect that overlap. Some examples of an overlap situation include: Your customer had two separate concerns of a driver’s side power window not going up or down and a power door lock that was inoperative on the same door....
Bulletin 18-NA-146 - 05/22/2018
... (OLH claimed) is not required. One Concern but Separate Causes – Occasionally a customer will have just one stated concern, but a technician diagnosis finds more than one problem. Examples include a fluid leak concern with two separate and...
PQC Assembly Replacement Process - 03/26/2018
... contact requirement are addressed by the dealer’s Field Warranty Manager. In the event of a customer enthusiasm replacement, where an assembly could be repaired, but due to customer satisfaction reasons an assembly replacement is considered, contact...
Choosing the Correct Labor Operation for Consequential Damage Repairs - 03/26/2018
... replace the damaged component. The following is an example from a recently reviewed job card. The customer had a single concern of power steering making a whining noise. The technician checked the pump pressure and found it to be below GM limits. He...
September 2018 Recall Update - 08/20/2018
... Escalade, Escalade ESV, Chevrolet Suburban, Tahoe, and GMC Yukon, Yukon XL vehicles. Customer Satisfaction Recall 18025: Incorrect Fuse Labels and Owner Manual Fuse Information: Almost 120,000 vehicles are included in the recall program that addresses...
Pre-Approval Goodwill Request Changes - 07/23/2018
... Mailbox Above Empowerment – Dealers are empowered to make a vehicle payment for their customer up to $1000. A payment over this amount will require pre-approval from the region. Reimbursement of incidental expenses up to $500 is allowed at the...
A Second Radio Replacement - 01/19/2012
... radio replacement information on the job card. During write up it isn't known what will repair the customer's concern. Radio concerns are typically specific enough to give a good indication that there is a possibility that the radio may need to be replaced...
GMPP - 02/07/2012
Smart Care Maintenance Contracts are designed to meet the basic maintenance requirements of most customers. The Smart Care service includes routine oil changes, oil filter replacements, chassis lubrication and tire rotations. Maintenance services are...
Repairs that Overlap - 02/07/2012
... Labor Time Guide and should reflect the amount of time used to complete the repair. For example: a customer condition of driver's side power window and power door lock inoperative would result in an overlap to remove the door panel. The labor time on...
Claims Automated Response Entry System Telephone Line - 04/13/2012
... the telephone line unnecessary.New to the online tool? Access www.gmppcares.com to verify the customer's contract details and to verify the customer's coverage through the entry of the labour operation code(s).After entering a labour operation, the system...
Tire Price Match Guarantee - 04/13/2012
... claim and job card to GM Tire Program. Dealers are required to keep a copy of the job card and customer quote for seven years. GM Customer Care and Aftersales reserves the right to audit the transaction. Price Match Guarantee claims are submitted through...
Loyalty Programs - 06/06/2012
... and over 6 million repair order transactions from late 2010 through early 2012 proves that customers choose to stay longer, spend more and repurchase more often at dealerships that reward their patronage through an auto dealership loyalty program. The...
SASR Process: - 07/02/2012
... Process as a measure to ensure that all GM service locations are providing the highest level of customer service. The Self Review process allows the dealer to review potential issues, generate action plans and communicate the steps that will be used...
Free Agent Program - 07/02/2012
The last certificates for the free agent program expired on March 31, 2012. All claims for reimbursement had to have been submitted by May 31, 2012, through GWM. Labour operations that are involved in the program include Z2236, Pontiac Preferred Owners;...
Core Credit Documentation - 08/09/2012
The dealer must submit for reimbursement for Core Parts returned to the WPC. The core part allowance is entered in the net item freight and postage field. The core exchange value documentation must be printed and attached to the job card for which the...
Service Retention - 08/30/2012
... has revealed that prepaid or complimentary maintenance plans are the best way to win and retain customers. Survey statistics show that 56% of consumers with a prepaid or complimentary service plan are likely to continue servicing at the dealership after...
Repair Completion Date - 11/05/2012
... card was opened on July 1, 2012. A warranty repair was completed the same day on one line and a customer pay part was ordered on the second line. The service advisor decided to keep the job card open until the customer returned for the installation of...
LLPW replaces LSG - 12/18/2012
... requirements for the new program. GM anticipates that the new program will used by dealers as a customer retention tool for the service department. The LLPW program includes a/c accumulators, compressors and condensers; fuel pumps; ignition coils, modules...
November 2012 Recall Update - 11/05/2012
... circuit board. There are approximately 249,000 vehicles involved in the recall. Both dealers and customers will be notified by GM when sufficient parts are available to launch the recall.Customer Satisfaction Program 12241 - Delayed Rate and Departure...
Warranty Performance Analysis - 08/10/2010
... A salesperson who leaves warranty questions unanswered during a new car delivery has done his customer a disservice. The technician who does not validate the claim with full and proper information has not completed his job.Demand daily accounting of...
... and Vapor Leaks: The bulletin has been updated to include a revision to the parts, warranty, and customer information sections. The special coverage affects certain 2007-2009 Cadillac XLR and 2007-2013 Chevrolet Corvette vehicles for a period of 10 years...
Engineering Information (EI) Process - 01/23/2017
... for the EI will be flagged with a PIE number in IVH. If the flagged EI is not the same as the customer’s concern, no further action is required. An EI is not required to be performed on a vehicle unless it matches the customer concern. A unique...
October 2017 Recall Update - 09/27/2017
... service procedure section. The recall applies to certain 2016-2017 Chevrolet Spark vehicles. Customer Satisfaction Program 17297: High Voltage Battery Pack Low Cell: Low voltage within the cells of the battery pack of certain 2017 Chevrolet Bolt...
Coolant and Recall 18138 - 06/25/2018
... PET is to be used once a determination has been made that a policy decision is appropriate for a customer’s out of warranty repair or whenever the customer has requested assistance with an out of warranty repair. The PET will provide the applicable...
Top 10 Warranty Deviations (That Can Lead to a Chargeback) - 06/25/2018
... sees most often as non-compliant when they look at dealership’s warranty job cards. 1. No customer signature. If service advisors fail to get the customer’s signature at write up, service management must sign, date, time, and explain on the...
Repair Time Overlap - 05/22/2018
... be reduced to reflect that overlap. Some examples of an overlap situation include: Your customer had two separate concerns of a driver’s side power window not going up or down and a power door lock that was inoperative on the same door....
Bulletin 18-NA-146 - 05/22/2018
... (OLH claimed) is not required. One Concern but Separate Causes – Occasionally a customer will have just one stated concern, but a technician diagnosis finds more than one problem. Examples include a fluid leak concern with two separate and...
PQC Assembly Replacement Process - 03/26/2018
... contact requirement are addressed by the dealer’s Field Warranty Manager. In the event of a customer enthusiasm replacement, where an assembly could be repaired, but due to customer satisfaction reasons an assembly replacement is considered, contact...
Choosing the Correct Labor Operation for Consequential Damage Repairs - 03/26/2018
... replace the damaged component. The following is an example from a recently reviewed job card. The customer had a single concern of power steering making a whining noise. The technician checked the pump pressure and found it to be below GM limits. He...
September 2018 Recall Update - 08/20/2018
... Escalade, Escalade ESV, Chevrolet Suburban, Tahoe, and GMC Yukon, Yukon XL vehicles. Customer Satisfaction Recall 18025: Incorrect Fuse Labels and Owner Manual Fuse Information: Almost 120,000 vehicles are included in the recall program that addresses...
Pre-Approval Goodwill Request Changes - 07/23/2018
... Mailbox Above Empowerment – Dealers are empowered to make a vehicle payment for their customer up to $1000. A payment over this amount will require pre-approval from the region. Reimbursement of incidental expenses up to $500 is allowed at the...
A Second Radio Replacement - 01/19/2012
... radio replacement information on the job card. During write up it isn't known what will repair the customer's concern. Radio concerns are typically specific enough to give a good indication that there is a possibility that the radio may need to be replaced...
GMPP - 02/07/2012
Smart Care Maintenance Contracts are designed to meet the basic maintenance requirements of most customers. The Smart Care service includes routine oil changes, oil filter replacements, chassis lubrication and tire rotations. Maintenance services are...
Repairs that Overlap - 02/07/2012
... Labor Time Guide and should reflect the amount of time used to complete the repair. For example: a customer condition of driver's side power window and power door lock inoperative would result in an overlap to remove the door panel. The labor time on...
Claims Automated Response Entry System Telephone Line - 04/13/2012
... the telephone line unnecessary.New to the online tool? Access www.gmppcares.com to verify the customer's contract details and to verify the customer's coverage through the entry of the labour operation code(s).After entering a labour operation, the system...
Tire Price Match Guarantee - 04/13/2012
... claim and job card to GM Tire Program. Dealers are required to keep a copy of the job card and customer quote for seven years. GM Customer Care and Aftersales reserves the right to audit the transaction. Price Match Guarantee claims are submitted through...
Loyalty Programs - 06/06/2012
... and over 6 million repair order transactions from late 2010 through early 2012 proves that customers choose to stay longer, spend more and repurchase more often at dealerships that reward their patronage through an auto dealership loyalty program. The...
SASR Process: - 07/02/2012
... Process as a measure to ensure that all GM service locations are providing the highest level of customer service. The Self Review process allows the dealer to review potential issues, generate action plans and communicate the steps that will be used...
Free Agent Program - 07/02/2012
The last certificates for the free agent program expired on March 31, 2012. All claims for reimbursement had to have been submitted by May 31, 2012, through GWM. Labour operations that are involved in the program include Z2236, Pontiac Preferred Owners;...
Core Credit Documentation - 08/09/2012
The dealer must submit for reimbursement for Core Parts returned to the WPC. The core part allowance is entered in the net item freight and postage field. The core exchange value documentation must be printed and attached to the job card for which the...
Service Retention - 08/30/2012
... has revealed that prepaid or complimentary maintenance plans are the best way to win and retain customers. Survey statistics show that 56% of consumers with a prepaid or complimentary service plan are likely to continue servicing at the dealership after...
Repair Completion Date - 11/05/2012
... card was opened on July 1, 2012. A warranty repair was completed the same day on one line and a customer pay part was ordered on the second line. The service advisor decided to keep the job card open until the customer returned for the installation of...
LLPW replaces LSG - 12/18/2012
... requirements for the new program. GM anticipates that the new program will used by dealers as a customer retention tool for the service department. The LLPW program includes a/c accumulators, compressors and condensers; fuel pumps; ignition coils, modules...
November 2012 Recall Update - 11/05/2012
... circuit board. There are approximately 249,000 vehicles involved in the recall. Both dealers and customers will be notified by GM when sufficient parts are available to launch the recall.Customer Satisfaction Program 12241 - Delayed Rate and Departure...
Warranty Performance Analysis - 08/10/2010
... A salesperson who leaves warranty questions unanswered during a new car delivery has done his customer a disservice. The technician who does not validate the claim with full and proper information has not completed his job.Demand daily accounting of...
Noncompliance Recall 10367 - 12/24/2010
... how to install a child restraint using a top tether in the center position. If requested by the customer, dealers are to modify the back panel trim cover to allow access to the top tether anchor. The modification is not to be performed unless requested...
Noncompliance Special Coverage 10407 - 12/24/2010
... in the trucks is not accessible as required by the Federal Standard for Motor Vehicle Safety. Customers will receive an owner manual supplement in the mail describing the use of the child restraint using a top tether in the center position. Modification...
Safety Recall 10282 - 12/24/2010
Engine Stall Due to PCM Failure: GM has announced that some parts have become available for replacement in critical customer cases. It is anticipated that an adequate supply of replacement parts will become available in January 2011. Currently, parts...
Cadillac Maintenance Labour Operation Z2262 - 04/12/2011
... line. The current Cadillac maintenance program, is no exception. Labour operation Z2262 provides reimbursement for lube, oil and filter, but is handled differently than oil change coupon labour operations. When processing these claims, the part numbers...
Summer Car Care Inspections - 04/27/2011
... time to offer a Summer Car Care Inspection. This inspection can include anything that you feel customers in your area will need to kick off the summer season. Fluid quality inspections, tire/suspension inspections, and HVAC inspections are just a start...
GMPP CARES Goes Online - 09/19/2011
... Once the system goes live service advisors will log on to this website to verify the customer's contract details as well as coverage for a specific repair.The first page after login requires the dealership's BAC, which can be saved for future logins,...
Sublet Basics - 06/08/2011
The use of a sublet repair in certain situations ensures that customer needs and expectations are met and repairs are properly performed. Like everything in warranty, the key to using a sublet correctly is proper documentation. A sublet repair facility...
Warranty Performance Analysis - 07/02/2010
... administrator was out of the office and wouldn't be back until around 11:00 am. She drove the customer courtesy van, made the bank deposit, and picked up the mail. After learning of these responsibilities the auditor wondered when she was given the extra...
Components and Systems - 06/07/2010
... is the result of a factory defect or if the condition is a result of wear and tear and the customer's responsibility.New vehicles are not to be aligned until they have accumulated at least 500 miles. Customers with incorrect alignment settings or wheel...
New iPad Dealer Tool - 07/02/2010
... computer that has been on the market since April. Dealers are coming up with ways to improve the customer's dealership experience while separating their store from everyone else. The iPad sends the customer a message that the dealership is not just high...
Safety Recall 10153B - 08/10/2010
... the loss of the feature. After performing the procedure, dealers are to issue a $100 check to the customer. Vehicles currently in dealer/retailer new or used car inventory are not eligible for a check. The bulletin has been revised to include an addendum...
Transportation Damage Transaction Tips - 05/12/2010
... These situations are to be noted directly on the delivery receipt in the Remarks Section. Reimbursement for parts & labour will be accomplished by submission of a warranty claim. GM Policy & Procedures Manual Article 2.1.13 ...
Service Solutions: Going the Extra Mile with Documentation - 06/08/2011
... ensures that the necessary information is accounted for in order for the service agent to receive reimbursement for the repairs performed. While the scope of required documentation is broad and meets the standards that GM has set in place, there are...
Aligning The Labor In Alignment Claims - 04/27/2011
... base and add time, itemize and designate as such on the job card prior to entry into GWM for reimbursement. ...
Are You A Good Warranty Administrator Or A Great Warranty Administrator? - 04/27/2011
... copy of the exchange invoice attached to the job card.A good warranty administrator claims rental reimbursement.A great warranty administrator questions lengthy rental reimbursement requests that do not support the repair made before submission and makes...
The EV Effect: The Technological Impact On Your Dealership - 01/19/2011
... batteries while you drive.Despite the differences between EV's and Hybrids, they attract a similar customer base and present many of the same challenges and opportunities to the dealer network.The immediate impact on the dealershipSay what you will about...
Coupons & Certificates - 11/18/2010
... A great example is the oil change certificates, many of which provide a different level of reimbursement. ...
The Global Tire Process: Getting Things Rolling - 09/16/2010
... Preparing To Create a Pre-Authorization: The service department has determined that a customer has a warrantable tire concern not related to road hazard. The tire warranty process begins with collecting the information that will be required to submit...
Part Quantity Input Update - 08/30/2012
... grams ÷ 10 = 21 (amount entered in the part quantity field on the job card)21 x $1.40 g = $29.40 Reimbursement amount For .210 kg used, 21 is the amount entered in the part quantity field of the warranty transaction....
Reject of the Month - 04/13/2012
... dealership on a 2003 GMC Sierra. To recap: after contacting the Powertrain Contact Center the customer had their vehicle towed to their nearest GM dealership for a no reverse and a crunching noise in forward gear concern. The dealership diagnosed the...
Paint Repairs - 09/25/2018
... service management approval for an add on repair since this situation isn’t a case where the customer added another concern, but it may require approval as a pyramid repair. Once you have found the correct paint labor operation, you will see a...
Consequential Damage Repairs - 11/29/2018
... the trim piece that got wet, and deem that the vehicle has been properly repaired. However, the customer, after a few days, may feel there is too much of a musty odor or can see a water line that they are not happy with. The customer returns to the dealership...
Analysis Report - Shuttle - 11/29/2018
Providing the customer with a shuttle to/from the dealership is GM's preferred transportation alternative. This method of transportation should be considered with any scheduled warranty service appointment or when any eligible vehicle is brought in for...
Pre-Repair Authorization - 09/25/2018
... in some cases before any warranty transactions are submitted for a failure. For example: a customer brings a wheel defect to the dealer’s attention. The dealer performs the PRA process through a mobile app. The GM representative reviews the request,...
Cadillac Roadside - 07/25/2017
... or 5 years/100,000 miles for 2012 and older model year vehicles. To obtain service, the customer contacts a Cadillac Roadside Assistance Advisor through OnStar or by calling toll-free at 800.224.1400. The advisor will contact a Cadillac Roadside...
... how to install a child restraint using a top tether in the center position. If requested by the customer, dealers are to modify the back panel trim cover to allow access to the top tether anchor. The modification is not to be performed unless requested...
Noncompliance Special Coverage 10407 - 12/24/2010
... in the trucks is not accessible as required by the Federal Standard for Motor Vehicle Safety. Customers will receive an owner manual supplement in the mail describing the use of the child restraint using a top tether in the center position. Modification...
Safety Recall 10282 - 12/24/2010
Engine Stall Due to PCM Failure: GM has announced that some parts have become available for replacement in critical customer cases. It is anticipated that an adequate supply of replacement parts will become available in January 2011. Currently, parts...
Cadillac Maintenance Labour Operation Z2262 - 04/12/2011
... line. The current Cadillac maintenance program, is no exception. Labour operation Z2262 provides reimbursement for lube, oil and filter, but is handled differently than oil change coupon labour operations. When processing these claims, the part numbers...
Summer Car Care Inspections - 04/27/2011
... time to offer a Summer Car Care Inspection. This inspection can include anything that you feel customers in your area will need to kick off the summer season. Fluid quality inspections, tire/suspension inspections, and HVAC inspections are just a start...
GMPP CARES Goes Online - 09/19/2011
... Once the system goes live service advisors will log on to this website to verify the customer's contract details as well as coverage for a specific repair.The first page after login requires the dealership's BAC, which can be saved for future logins,...
Sublet Basics - 06/08/2011
The use of a sublet repair in certain situations ensures that customer needs and expectations are met and repairs are properly performed. Like everything in warranty, the key to using a sublet correctly is proper documentation. A sublet repair facility...
Warranty Performance Analysis - 07/02/2010
... administrator was out of the office and wouldn't be back until around 11:00 am. She drove the customer courtesy van, made the bank deposit, and picked up the mail. After learning of these responsibilities the auditor wondered when she was given the extra...
Components and Systems - 06/07/2010
... is the result of a factory defect or if the condition is a result of wear and tear and the customer's responsibility.New vehicles are not to be aligned until they have accumulated at least 500 miles. Customers with incorrect alignment settings or wheel...
New iPad Dealer Tool - 07/02/2010
... computer that has been on the market since April. Dealers are coming up with ways to improve the customer's dealership experience while separating their store from everyone else. The iPad sends the customer a message that the dealership is not just high...
Safety Recall 10153B - 08/10/2010
... the loss of the feature. After performing the procedure, dealers are to issue a $100 check to the customer. Vehicles currently in dealer/retailer new or used car inventory are not eligible for a check. The bulletin has been revised to include an addendum...
Transportation Damage Transaction Tips - 05/12/2010
... These situations are to be noted directly on the delivery receipt in the Remarks Section. Reimbursement for parts & labour will be accomplished by submission of a warranty claim. GM Policy & Procedures Manual Article 2.1.13 ...
Service Solutions: Going the Extra Mile with Documentation - 06/08/2011
... ensures that the necessary information is accounted for in order for the service agent to receive reimbursement for the repairs performed. While the scope of required documentation is broad and meets the standards that GM has set in place, there are...
Aligning The Labor In Alignment Claims - 04/27/2011
... base and add time, itemize and designate as such on the job card prior to entry into GWM for reimbursement. ...
Are You A Good Warranty Administrator Or A Great Warranty Administrator? - 04/27/2011
... copy of the exchange invoice attached to the job card.A good warranty administrator claims rental reimbursement.A great warranty administrator questions lengthy rental reimbursement requests that do not support the repair made before submission and makes...
The EV Effect: The Technological Impact On Your Dealership - 01/19/2011
... batteries while you drive.Despite the differences between EV's and Hybrids, they attract a similar customer base and present many of the same challenges and opportunities to the dealer network.The immediate impact on the dealershipSay what you will about...
Coupons & Certificates - 11/18/2010
... A great example is the oil change certificates, many of which provide a different level of reimbursement. ...
The Global Tire Process: Getting Things Rolling - 09/16/2010
... Preparing To Create a Pre-Authorization: The service department has determined that a customer has a warrantable tire concern not related to road hazard. The tire warranty process begins with collecting the information that will be required to submit...
Part Quantity Input Update - 08/30/2012
... grams ÷ 10 = 21 (amount entered in the part quantity field on the job card)21 x $1.40 g = $29.40 Reimbursement amount For .210 kg used, 21 is the amount entered in the part quantity field of the warranty transaction....
Reject of the Month - 04/13/2012
... dealership on a 2003 GMC Sierra. To recap: after contacting the Powertrain Contact Center the customer had their vehicle towed to their nearest GM dealership for a no reverse and a crunching noise in forward gear concern. The dealership diagnosed the...
Paint Repairs - 09/25/2018
... service management approval for an add on repair since this situation isn’t a case where the customer added another concern, but it may require approval as a pyramid repair. Once you have found the correct paint labor operation, you will see a...
Consequential Damage Repairs - 11/29/2018
... the trim piece that got wet, and deem that the vehicle has been properly repaired. However, the customer, after a few days, may feel there is too much of a musty odor or can see a water line that they are not happy with. The customer returns to the dealership...
Analysis Report - Shuttle - 11/29/2018
Providing the customer with a shuttle to/from the dealership is GM's preferred transportation alternative. This method of transportation should be considered with any scheduled warranty service appointment or when any eligible vehicle is brought in for...
Pre-Repair Authorization - 09/25/2018
... in some cases before any warranty transactions are submitted for a failure. For example: a customer brings a wheel defect to the dealer’s attention. The dealer performs the PRA process through a mobile app. The GM representative reviews the request,...
Cadillac Roadside - 07/25/2017
... or 5 years/100,000 miles for 2012 and older model year vehicles. To obtain service, the customer contacts a Cadillac Roadside Assistance Advisor through OnStar or by calling toll-free at 800.224.1400. The advisor will contact a Cadillac Roadside...
Job Card Check List - 05/22/2017
... examples of specific positions or department responsibilities: Service Advisors Must be sure the customer concern is not vague and includes detailed information. Must be sure to get the customer’s signature before work begins on the vehicle. If...
Service Agent Self-Empowerment Updates - 05/22/2017
GM provides service agents with the ability to make case-by-case empowerment decisions on behalf of the customer to ensure that they are satisfied, remain loyal to their vehicle brand, and to the dealership. Standards and guidelines have been put in place...
March 2016 Recall Update - 03/01/2016
... Chevrolet Impala, Chevrolet Monte Carlo, and Pontiac Grand Prix, equipped with a 3.8L V6 engine.Customer Satisfaction Program 15036A: Trailer Hitch Platform Welds: Certain 2014-2015 Chevrolet Silverado LD and GMC Sierra LD trucks equipped with RPO Z82...
Assembly Replacements - 04/28/2016
... repair. There are situations when an assembly replacement is not the least expensive option but customer satisfaction or an assembly component not being serviceable results in the replacement of the component as opposed to repairing it. When an assembly...
The Warranty Support Center - 10/02/2015
... that sometimes it's the little things that cause claims to be returned. Those little things being customer signatures and/or service management approval on the job card - easy to do, but just as easy to miss. ...
Error 919 - 09/03/2015
... MPVI for the 2- year Chevrolet Maintenance Program. The program allowed four service visits with a reimbursement of $35.After investigating the error, job card and IVH, the dealer noticed that the vehicle carried the Business Maintenance Plan vs. the...
Technician Clock Time - 10/01/2013
... on a vehicle, each day, must be available for GM review. It is also important to note that all customer pay, warranty, policy, and internal job card time must be accountable through the technician's time and payroll records as well. That accountability...
Bulk Part Pricing - 07/03/2013
... with the number of quarts used in the Part Quantity field. GWM will price out the correct reimbursement. The quantity used for bulk parts that are not listed should be entered as well as the manually reduced unit cost (e.g. quart, foot), as applicab...
Michelin Tire Recall - 01/28/2014
... have been validated and tire(s) replaced, complete the Michelin Limited Warranty Claim Form for reimbursement. Defective tires are to be returned immediately to the MAST Inspection Center in Greenville, SC. See Global Message G_0000182693 for complete...
Paint Warranty Claims - 01/28/2014
Warranty paint repairs are unique in that they are submitted for reimbursement a little differently than other warranty transactions. Even if your dealership doesn't have a body shop, you still need to understand how to properly code a paint transaction....
Scheduled Maintenance Programs - 04/03/2014
... provides specific information about the time period, covered services, labour operation codes, reimbursement amounts, required product, launch date and bulletin number associated with the program.A more comprehensive guideline of each program is available...
GM Accessories Employee Discount Program - 01/27/2021
... Employee Certificate Authorization Number in the Reference Number field of the claim. The discount reimbursement amount is submitted in the Miscellaneous/Net Item field. Dealers must submit for reimbursement via GWM within 60 days after the program end...
Quantity of Refrigerant Exceeds 99 - 02/25/2021
... / 110-part count) is billed on the transaction. Enter 99 in the part quantity field. Enter the reimbursement amount for the remaining 11 in the Net/Miscellaneous field. ...
Pre-Repair Authorization - 07/27/2021
... to enter the last 8 digits or full 17-digit VIN, the odometer reading, description of the customer concern and requested repair, the job card number, and the required photos. The required photos include the full VIN plate located on the left corner of...
Updates and Reminders - 10/01/2021
... bulletin. It was noted that Hertz’s primary initial focus will be to support Chevrolet Bolt customers with their rental needs during Bolt recall repairs. Additionally, dealer self-authorization for rentals has been expanded from 7 calendar...
Correction! - 08/27/2019
... the fluid exchange has increased to 1.1 hours. The previous version of the bulletin allowed a reimbursement of 0.7 hours to perform the procedure, as reported in the August edition of the Warranty News. As a reminder, be sure that the technician reviews...
Cost Comparison Worksheets - 08/27/2019
... when it is more economical to repair. GM does allow for a component replacement for customer satisfaction in cases where it would be more cost effective to repair, but prior approval is required. You may have a customer who won’t approve...
Some Warranty Parts Center Process Requirements - 12/02/2019
... states that consumer personal data/information privacy is very important to the company and its customers. When sending supporting documents to the WPC such as transaction documents or job cards, all information containing customer personal data is to...
Reject of the Month - 02/27/2020
... back in a review situation. For example: an add on repair that has both service management and customer authorization, but is missing a unique time punch by the technician is incomplete and not fully supported or claimed diagnostic time that does not...
March 2019 Recall Update - 02/21/2019
... program affects certain 2003-2007 Pontiac Vibe vehicles. Bulletin updates include a copy of the customer notification letter and a revision to the service procedure. Safety Recall 18015-02: Front Passenger Air Bag Inflator: The service procedure...
Battery Test Procedures - 12/19/2018
... and attached to the job card before the battery is installed for warranty transactions. In a customer pay situation, the tag stays on the battery as the tag shows the warranty for that battery. When a customer purchases a battery, the warranty is from...
January 2019 Recall Update - 12/19/2018
... and the front passenger air bag module assembly (inflator is included) in 2006MY vehicles. Customer Satisfaction Recall 18165: Super Cruise Control Software Improvement: Certain 2018 Cadillac CT6 vehicles equipped with Hands-Free Lane Following...
Reject of the Month - 03/26/2019
... bring common issues to light and promote compliance with future transaction submissions. Customer Signature Missing: Service management must sign and authorize the job card prior to repairs being performed anytime a customer signature can’t...
Up Assemblies - 06/26/2019
When GM Customer Care and Aftersales is unable to fulfill a parts order within a reasonable amount of time on an open SPAC case, GM CCA may ship an alternate part or an up assembly if one is available. The assembly will contain the specific part needed....
Car Bravo - 11/29/2023
... experience, regardless of what brand or type of used vehicle they are looking for. When customers shop CarBravo, they receive exceptional convenience (customers can shop and buy how they want), peace of mind (every CarBravo vehicle comes with a limited...
... examples of specific positions or department responsibilities: Service Advisors Must be sure the customer concern is not vague and includes detailed information. Must be sure to get the customer’s signature before work begins on the vehicle. If...
Service Agent Self-Empowerment Updates - 05/22/2017
GM provides service agents with the ability to make case-by-case empowerment decisions on behalf of the customer to ensure that they are satisfied, remain loyal to their vehicle brand, and to the dealership. Standards and guidelines have been put in place...
March 2016 Recall Update - 03/01/2016
... Chevrolet Impala, Chevrolet Monte Carlo, and Pontiac Grand Prix, equipped with a 3.8L V6 engine.Customer Satisfaction Program 15036A: Trailer Hitch Platform Welds: Certain 2014-2015 Chevrolet Silverado LD and GMC Sierra LD trucks equipped with RPO Z82...
Assembly Replacements - 04/28/2016
... repair. There are situations when an assembly replacement is not the least expensive option but customer satisfaction or an assembly component not being serviceable results in the replacement of the component as opposed to repairing it. When an assembly...
The Warranty Support Center - 10/02/2015
... that sometimes it's the little things that cause claims to be returned. Those little things being customer signatures and/or service management approval on the job card - easy to do, but just as easy to miss. ...
Error 919 - 09/03/2015
... MPVI for the 2- year Chevrolet Maintenance Program. The program allowed four service visits with a reimbursement of $35.After investigating the error, job card and IVH, the dealer noticed that the vehicle carried the Business Maintenance Plan vs. the...
Technician Clock Time - 10/01/2013
... on a vehicle, each day, must be available for GM review. It is also important to note that all customer pay, warranty, policy, and internal job card time must be accountable through the technician's time and payroll records as well. That accountability...
Bulk Part Pricing - 07/03/2013
... with the number of quarts used in the Part Quantity field. GWM will price out the correct reimbursement. The quantity used for bulk parts that are not listed should be entered as well as the manually reduced unit cost (e.g. quart, foot), as applicab...
Michelin Tire Recall - 01/28/2014
... have been validated and tire(s) replaced, complete the Michelin Limited Warranty Claim Form for reimbursement. Defective tires are to be returned immediately to the MAST Inspection Center in Greenville, SC. See Global Message G_0000182693 for complete...
Paint Warranty Claims - 01/28/2014
Warranty paint repairs are unique in that they are submitted for reimbursement a little differently than other warranty transactions. Even if your dealership doesn't have a body shop, you still need to understand how to properly code a paint transaction....
Scheduled Maintenance Programs - 04/03/2014
... provides specific information about the time period, covered services, labour operation codes, reimbursement amounts, required product, launch date and bulletin number associated with the program.A more comprehensive guideline of each program is available...
GM Accessories Employee Discount Program - 01/27/2021
... Employee Certificate Authorization Number in the Reference Number field of the claim. The discount reimbursement amount is submitted in the Miscellaneous/Net Item field. Dealers must submit for reimbursement via GWM within 60 days after the program end...
Quantity of Refrigerant Exceeds 99 - 02/25/2021
... / 110-part count) is billed on the transaction. Enter 99 in the part quantity field. Enter the reimbursement amount for the remaining 11 in the Net/Miscellaneous field. ...
Pre-Repair Authorization - 07/27/2021
... to enter the last 8 digits or full 17-digit VIN, the odometer reading, description of the customer concern and requested repair, the job card number, and the required photos. The required photos include the full VIN plate located on the left corner of...
Updates and Reminders - 10/01/2021
... bulletin. It was noted that Hertz’s primary initial focus will be to support Chevrolet Bolt customers with their rental needs during Bolt recall repairs. Additionally, dealer self-authorization for rentals has been expanded from 7 calendar...
Correction! - 08/27/2019
... the fluid exchange has increased to 1.1 hours. The previous version of the bulletin allowed a reimbursement of 0.7 hours to perform the procedure, as reported in the August edition of the Warranty News. As a reminder, be sure that the technician reviews...
Cost Comparison Worksheets - 08/27/2019
... when it is more economical to repair. GM does allow for a component replacement for customer satisfaction in cases where it would be more cost effective to repair, but prior approval is required. You may have a customer who won’t approve...
Some Warranty Parts Center Process Requirements - 12/02/2019
... states that consumer personal data/information privacy is very important to the company and its customers. When sending supporting documents to the WPC such as transaction documents or job cards, all information containing customer personal data is to...
Reject of the Month - 02/27/2020
... back in a review situation. For example: an add on repair that has both service management and customer authorization, but is missing a unique time punch by the technician is incomplete and not fully supported or claimed diagnostic time that does not...
March 2019 Recall Update - 02/21/2019
... program affects certain 2003-2007 Pontiac Vibe vehicles. Bulletin updates include a copy of the customer notification letter and a revision to the service procedure. Safety Recall 18015-02: Front Passenger Air Bag Inflator: The service procedure...
Battery Test Procedures - 12/19/2018
... and attached to the job card before the battery is installed for warranty transactions. In a customer pay situation, the tag stays on the battery as the tag shows the warranty for that battery. When a customer purchases a battery, the warranty is from...
January 2019 Recall Update - 12/19/2018
... and the front passenger air bag module assembly (inflator is included) in 2006MY vehicles. Customer Satisfaction Recall 18165: Super Cruise Control Software Improvement: Certain 2018 Cadillac CT6 vehicles equipped with Hands-Free Lane Following...
Reject of the Month - 03/26/2019
... bring common issues to light and promote compliance with future transaction submissions. Customer Signature Missing: Service management must sign and authorize the job card prior to repairs being performed anytime a customer signature can’t...
Up Assemblies - 06/26/2019
When GM Customer Care and Aftersales is unable to fulfill a parts order within a reasonable amount of time on an open SPAC case, GM CCA may ship an alternate part or an up assembly if one is available. The assembly will contain the specific part needed....
Car Bravo - 11/29/2023
... experience, regardless of what brand or type of used vehicle they are looking for. When customers shop CarBravo, they receive exceptional convenience (customers can shop and buy how they want), peace of mind (every CarBravo vehicle comes with a limited...
Bulletin 24-NA-054 - 03/23/2024
... for the technician in the repair process, this bulletin has information about a concern some customers have that is not actually a defect. The bulletin was created to address the fact that some customers are commenting that with a remote start...
Sublet Repairs - 02/26/2024
... labor and parts as such and sublet net item is not allowed. Sublet invoices must contain the customers VIN, date of repair, and a complete description of repairs performed, as well as the sublet establishment’s business name, address, and contact...
March 2022 Recall Update - 02/23/2022
... conduct a review of their over-the-counter sales transactions of recalled part numbers to notify customers based on dealer sales record data. The recall affects certain 2019 Chevrolet Silverado 1500 (New Model), GMC Sierra 1500 (New Model), and 2020...
GSA Courtesy Delivery - 07/27/2022
... Delivery” entered in the comment field. The vehicle mileage must read 6 miles. The PDI reimbursement will automatically be credited to the dealership. ...
Documentation of Time and Compliance - 02/23/2022
... after that time are considered invalid. The audit also brought to light the timing of the customer signature. Article 6.2.2 Authorization to Perform Repairs states that each policy and warranty job card is to be signed by the customer authorizing...
Requesting a Labor Rate Increase - 01/24/2023
... A provides a warranty labor rate based on the dealership’s demonstrated pricing for customer pay repairs, competitive rates charged by other same line/make dealers in their geographical area and must pass a test of reasonableness. Both Option A...
GM Accessories Employee Discount Program - 02/28/2023
... Employee Certificate Authorization Number in the Reference Number field of the claim. The discount reimbursement amount is submitted in the Miscellaneous/Net Item field. Dealers must submit for reimbursement via GWM within 60 days after the program end...
Job Card Attachments - 09/26/2022
... the service manager’s written approval if the transaction is over $2,500, which includes the customer participation amount; any claim over $2,500 must be GM Authorized. If the dealer gets approval to deviate from the PET by an amount greater than...
Getting to Know the PET - 01/03/2022
... tool: The Policy Evaluation Tool must always be run prior to offering GM Policy assistance to a customer. Only use PET if you feel offering out of warranty assistance is the best decision for the particular case. Consider that use of a Goodwill Tool...
November 2021 Recall Update - 10/26/2021
Customer Satisfaction Recall N202326450-01 Harness Missing Circuits for Driver Seat Haptic Function: The bulletin that affects certain 2021 Cadillac CT4 vehicles has been revised to update the service procedure. Safety Recall N212332040-01 Stall ...
Assembly Repair/Replacement - 03/28/2022
... and then TAC & PQC. Situations where an engine or transmission assembly is being replaced for customer satisfaction, or when no root cause of failure can be determined, require GM pre-approval via the Aftersales Empowerment Portal prior to the technician...
Reconditioning Used Vehicles - 05/23/2023
... services aimed at improving the vehicle’s condition and value prior to its sale to a customer. This includes repair or replacement of wear and tear and maintenance items, damage to the vehicle, or any other non-warrantable failure. Repairs that...
Part Warranty Exceptions - 03/27/2020
Most GM parts have a 24-month, unlimited mileage warranty whether installed or sold over the counter as a customer pay transaction. For a comprehensive list of GM and ACDelco part warranties, refer to the Quick Reference Chart found in the Warranty Administration...
Service Policies and Procedures Updates - 03/27/2020
... days. Service Policies & Procedures Article 7.1-7.2 The sublet invoice no longer requires the customer’s name. It is still required to have the VIN, description of the repair, and the date of the repair. As a reminder, sublet repair amounts...
Rental Days - 12/02/2019
... open date on/after October 7, 2019. Best Practice: On the rental timeline document when the customer came in for service, when the part was ordered, when the part was received, when the part was installed, and finally when the vehicle repair was...
Error 834: Repair Performed Prior to Start of Warranty - 01/28/2020
... only acceptable line to provide their signature, date, time, and explanation. If the vehicle is customer owned, the customer’s signature is all that is needed for approval of the repair. ...
Pre-Repair Authorization - 01/29/2020
... PRA team returns a non-warrantable decision. In that instance the dealership should provide the customer with the decision as well as an estimate for repairs. If the dealership elects to offer assistance for all or a portion of the repair expense, it...
Miscellaneous - 10/01/2021
... first clock time on the job card may be diagnosis time or it may be repair time. If a customer concern is something that is visual, in other words, diagnosis is not necessary since the technician can see the problem, no diagnosis time should be paid....
Warranty Parts Center Process Requirements - 08/30/2021
... a reminder that consumer personal data/information privacy is very important to both GM and its customers. To help with the privacy of customer personal data, dealers will not provide customer personal data information, included on job cards, including...
Paint Blending/Tinting - 06/29/2021
... be found in the Body Repair/Paint and Coatings/Introduction section. Let’s say your customer comes in to your dealership with a warranty paint defect in the fender which requires painting. Once the fender is painted, it is clear that the...
Service Consultant Dashboard - 04/03/2014
... Dashboard:Any additional service, beyond the first four, will be performed at either the dealer or customer's expense. The Alerts and Action Items in the Dashboard will list applicable programs, as long as the vehicle is within the program parameters....
Exterior Labour Operation Transaction Requirements - 05/09/2014
... at the bottom of the grid. Example: R17. Next, select the two-digit code that best represents the customer's complaint under the "customer issue" column. Finally, choose the two-digit code that describes how much of an adjustment was made. If the technician...
Certified Elite Criteria - 07/01/2014
... continues to require an above average performance in all criteria categories. The New Vehicle Customer Retention threshold has increased to 66% or higher. The Dealership Parts Loyalty threshold has also increased to 89%; a rolling 12-month number....
February 2014 Recall Update - 01/28/2014
... service procedure. All vehicles that are involved in this recall will be loaded into IVH; however, customers will be notified of the recall in phases. Approximately 25,000 vehicles are involved in the recall.Safety Recall 14008: Overheated Exhaust Components:...
Reject of the Month - 01/10/2014
Concern Not Duplicated labour operation for an active check engine light. Just about a month later, the customer returned to the dealership for the replacement of the vehicle's fuel pump. While the first transaction paid, the second transaction, for the...
... for the technician in the repair process, this bulletin has information about a concern some customers have that is not actually a defect. The bulletin was created to address the fact that some customers are commenting that with a remote start...
Sublet Repairs - 02/26/2024
... labor and parts as such and sublet net item is not allowed. Sublet invoices must contain the customers VIN, date of repair, and a complete description of repairs performed, as well as the sublet establishment’s business name, address, and contact...
March 2022 Recall Update - 02/23/2022
... conduct a review of their over-the-counter sales transactions of recalled part numbers to notify customers based on dealer sales record data. The recall affects certain 2019 Chevrolet Silverado 1500 (New Model), GMC Sierra 1500 (New Model), and 2020...
GSA Courtesy Delivery - 07/27/2022
... Delivery” entered in the comment field. The vehicle mileage must read 6 miles. The PDI reimbursement will automatically be credited to the dealership. ...
Documentation of Time and Compliance - 02/23/2022
... after that time are considered invalid. The audit also brought to light the timing of the customer signature. Article 6.2.2 Authorization to Perform Repairs states that each policy and warranty job card is to be signed by the customer authorizing...
Requesting a Labor Rate Increase - 01/24/2023
... A provides a warranty labor rate based on the dealership’s demonstrated pricing for customer pay repairs, competitive rates charged by other same line/make dealers in their geographical area and must pass a test of reasonableness. Both Option A...
GM Accessories Employee Discount Program - 02/28/2023
... Employee Certificate Authorization Number in the Reference Number field of the claim. The discount reimbursement amount is submitted in the Miscellaneous/Net Item field. Dealers must submit for reimbursement via GWM within 60 days after the program end...
Job Card Attachments - 09/26/2022
... the service manager’s written approval if the transaction is over $2,500, which includes the customer participation amount; any claim over $2,500 must be GM Authorized. If the dealer gets approval to deviate from the PET by an amount greater than...
Getting to Know the PET - 01/03/2022
... tool: The Policy Evaluation Tool must always be run prior to offering GM Policy assistance to a customer. Only use PET if you feel offering out of warranty assistance is the best decision for the particular case. Consider that use of a Goodwill Tool...
November 2021 Recall Update - 10/26/2021
Customer Satisfaction Recall N202326450-01 Harness Missing Circuits for Driver Seat Haptic Function: The bulletin that affects certain 2021 Cadillac CT4 vehicles has been revised to update the service procedure. Safety Recall N212332040-01 Stall ...
Assembly Repair/Replacement - 03/28/2022
... and then TAC & PQC. Situations where an engine or transmission assembly is being replaced for customer satisfaction, or when no root cause of failure can be determined, require GM pre-approval via the Aftersales Empowerment Portal prior to the technician...
Reconditioning Used Vehicles - 05/23/2023
... services aimed at improving the vehicle’s condition and value prior to its sale to a customer. This includes repair or replacement of wear and tear and maintenance items, damage to the vehicle, or any other non-warrantable failure. Repairs that...
Part Warranty Exceptions - 03/27/2020
Most GM parts have a 24-month, unlimited mileage warranty whether installed or sold over the counter as a customer pay transaction. For a comprehensive list of GM and ACDelco part warranties, refer to the Quick Reference Chart found in the Warranty Administration...
Service Policies and Procedures Updates - 03/27/2020
... days. Service Policies & Procedures Article 7.1-7.2 The sublet invoice no longer requires the customer’s name. It is still required to have the VIN, description of the repair, and the date of the repair. As a reminder, sublet repair amounts...
Rental Days - 12/02/2019
... open date on/after October 7, 2019. Best Practice: On the rental timeline document when the customer came in for service, when the part was ordered, when the part was received, when the part was installed, and finally when the vehicle repair was...
Error 834: Repair Performed Prior to Start of Warranty - 01/28/2020
... only acceptable line to provide their signature, date, time, and explanation. If the vehicle is customer owned, the customer’s signature is all that is needed for approval of the repair. ...
Pre-Repair Authorization - 01/29/2020
... PRA team returns a non-warrantable decision. In that instance the dealership should provide the customer with the decision as well as an estimate for repairs. If the dealership elects to offer assistance for all or a portion of the repair expense, it...
Miscellaneous - 10/01/2021
... first clock time on the job card may be diagnosis time or it may be repair time. If a customer concern is something that is visual, in other words, diagnosis is not necessary since the technician can see the problem, no diagnosis time should be paid....
Warranty Parts Center Process Requirements - 08/30/2021
... a reminder that consumer personal data/information privacy is very important to both GM and its customers. To help with the privacy of customer personal data, dealers will not provide customer personal data information, included on job cards, including...
Paint Blending/Tinting - 06/29/2021
... be found in the Body Repair/Paint and Coatings/Introduction section. Let’s say your customer comes in to your dealership with a warranty paint defect in the fender which requires painting. Once the fender is painted, it is clear that the...
Service Consultant Dashboard - 04/03/2014
... Dashboard:Any additional service, beyond the first four, will be performed at either the dealer or customer's expense. The Alerts and Action Items in the Dashboard will list applicable programs, as long as the vehicle is within the program parameters....
Exterior Labour Operation Transaction Requirements - 05/09/2014
... at the bottom of the grid. Example: R17. Next, select the two-digit code that best represents the customer's complaint under the "customer issue" column. Finally, choose the two-digit code that describes how much of an adjustment was made. If the technician...
Certified Elite Criteria - 07/01/2014
... continues to require an above average performance in all criteria categories. The New Vehicle Customer Retention threshold has increased to 66% or higher. The Dealership Parts Loyalty threshold has also increased to 89%; a rolling 12-month number....
February 2014 Recall Update - 01/28/2014
... service procedure. All vehicles that are involved in this recall will be loaded into IVH; however, customers will be notified of the recall in phases. Approximately 25,000 vehicles are involved in the recall.Safety Recall 14008: Overheated Exhaust Components:...
Reject of the Month - 01/10/2014
Concern Not Duplicated labour operation for an active check engine light. Just about a month later, the customer returned to the dealership for the replacement of the vehicle's fuel pump. While the first transaction paid, the second transaction, for the...
Seat Cover Replacement Restrictions - 02/27/2014
... Service managers have the option of submitting seat covers that are not defective by utilizing the customer enthusiasm option. Be sure to include a detailed reason as to why the decision was made. Service management should review all seat cover...
Nitrogen Oxide Sensor - 01/28/2014
A customer visited their local dealership with a check engine soon light concern related to the nitrogen oxide sensor. The customer owns a 2011 Chevrolet Silverado 3500 with a 6.6L engine. After diagnosis the technician found that the sensor required...
Simplifying the Requirements for Technician Clock Time - 07/03/2013
... Your technicians should be clocking on and off every job card they are given, including customer pay and internal job cards. It has been clarified that it is not a requirement to clock on each line of a job card. In other words, if there are three...
Reject of the Month - 09/04/2013
... The vehicle came into the dealership after it went dead and the check engine light came on. The customer requested a rental vehicle while their vehicle was in the shop for repairs. The technician found DTC P0299 for the turbocharger under boost....
Clocking OLH on Flag Sheets - 04/28/2015
... OLH but how much time they are approving. While it is not a requirement to time record customer pay repairs, it is recommended. If that repair turns into a repair that is covered by the longer Powertrain or Emissions warranty, clock time will be...
Certified Pre-Owned Vehicles and Open Recalls - 06/30/2015
One of the requirements of the CPO process is to make the repairs stated in any open recall, customer satisfaction program, or service update before certifying any used vehicle. GM has recently performed a review of the certified vehicles listed in the...
Keys for Life Program - 06/02/2015
The Keys for Life Program was announced in late March. Some dealers are beginning to receive customer requests for this program on vehicles that have already had the ignition lock cylinder and ignition key recall replacement performed. Each of the recall...
Pre-Delivery Inspection (PDI) Credit - 09/03/2015
... the appropriate steps to identify new and used vehicles that require recall repairs prior to customer delivery. GM recommends a robust process that includes a double check of each VIN, including dealer trades, prior to customer delivery, confirming that...
Part Failures During The Same Repair Visit - 10/03/2014
... as to why the codes are necessary. The transaction type is ZREG. If the situation is a customer pay repair, a second line is added to the job card to claim a part warranty. The transaction type in this case is ZPTI and the job card number of the...
Ignition Switch Websites - 08/05/2014
... be produced from September 28-October 4. All service kits will be produced by October 2014.The customer contacts the dealer or visits gmignitionupdate.com to initiate the parts requests. The dealer orders the ignition switch, cylinder and new key. GM...
Ignition Switch Websites - 08/05/2014
... be produced from September 28-October 4. All service kits will be produced by October 2014.The customer contacts the dealer or visits gmignitionupdate.com to initiate the parts requests. The dealer orders the ignition switch, cylinder and new key. GM...
Bulletin Updates - 02/23/2015
... Dependency field using commas to separate each code.The Comeback Prevention Information and Using Customer Concern Verification Sheets bulletin, 01-00-89-010K, provides a reference and strategy document to aid in the reduction of customer comebacks,...
Ignition Switch Recall - 11/25/2014
... repair claim in order for the owner to receive the gift card offer. Dealers may get requests from customers that are not eligible for the gift card promotion. GM has established guidelines for addressing these requests: For customers who have already...
Reject of the Month - 12/19/2014
... for a part warranty transmission replacement. The original transmission was handled as a customer pay transaction by another dealership. The original transmission was installed in June of 2012, at 170,000 miles. The customer had another failure...
Revised Authorization Matrix - 04/08/2016
... prior to the start of the repair are OLH, added operations, comeback repeat repairs, and missing customer signatures. Service management approval must always be documented with their signature/initials, date, time, and their explanation as to why they...
Special Coverage Policy Updates: - 05/23/2016
... of GlobalConnect, contains additional policies regarding Special Coverage transactions. If a customer's vehicle is beyond the Special Coverage time and mileage limitations, and service management would like to see the repair covered, the transaction...
Powertrain Warranty Coverage - 01/11/2016
... for service advisors to get it right. Following these simple steps should help in making sure the customer doesn't pay for a covered repair and the dealership doesn't have to write off a repair that was not covered. And if you do end up resubmitting...
Part Return Process - 04/17/2017
Air conditioning season is upon us. The number of customer concerns for no heat will diminish and concerns of no a/c will increase, especially on hot summer days. With the most common cause of a malfunctioning a/c unit being low levels of refrigerant,...
Recalls and Supporting Documentation - 12/21/2016
In early December, 2016, GM released Customer Satisfaction Program 16055: Reduced Propulsion Power. The recall addresses a concern with the Propulsion Power Reduced message in the driver information center. In addition to the message, the driver may notice...
Wheel Alignment - 01/23/2017
... is the result of a factory defect or if the condition is a result of wear and tear which is the customer’s responsibility. New vehicles are not to be aligned until they have accumulated at least 500 miles. Customers with incorrect alignment...
November 2016 Recall Update - 10/26/2016
... Airbag and Pretensioner Non-Deploy: The recall bulletin has been updated to include a copy of the customer notification letter, and a revision to the service procedure section. Emission Recall 16008: Engine Oil Pipe Leak: Certain 2016 Chevrolet...
Empowerment Portal and Open Recalls - 09/27/2016
... on the VIN. By doing so, GM is further able to support the policy of not processing goodwill for a customer while their vehicle has an open recall. When a VIN is entered in the portal, the system checks for open recalls. If an open recall is found,...
Paint Warranty Transactions - 06/19/2017
... the total repair in the sublet net item field is not allowed. Sublet invoices are to contain the customer name, VIN, date of repair, and a complete description of repairs performed. A copy of the sublet invoice must be attached to the job card and be...
August 2017 Recall Update - 07/25/2017
Customer Satisfaction Program 15086A: OnStar System Inoperative: The recall bulletin has been updated to include instructions on programming and activating the new vehicle communication interface module. The recall affects certain 2015 GM passenger car ...
Policy Evaluation Tool - 09/27/2017
... may be anywhere from the full value of the repair to a zero dollar amount. Once the agreed upon customer participation amount has been entered in PET, a copy of the document must be printed and attached to the job card. DMA pre-approval is required when...
... Service managers have the option of submitting seat covers that are not defective by utilizing the customer enthusiasm option. Be sure to include a detailed reason as to why the decision was made. Service management should review all seat cover...
Nitrogen Oxide Sensor - 01/28/2014
A customer visited their local dealership with a check engine soon light concern related to the nitrogen oxide sensor. The customer owns a 2011 Chevrolet Silverado 3500 with a 6.6L engine. After diagnosis the technician found that the sensor required...
Simplifying the Requirements for Technician Clock Time - 07/03/2013
... Your technicians should be clocking on and off every job card they are given, including customer pay and internal job cards. It has been clarified that it is not a requirement to clock on each line of a job card. In other words, if there are three...
Reject of the Month - 09/04/2013
... The vehicle came into the dealership after it went dead and the check engine light came on. The customer requested a rental vehicle while their vehicle was in the shop for repairs. The technician found DTC P0299 for the turbocharger under boost....
Clocking OLH on Flag Sheets - 04/28/2015
... OLH but how much time they are approving. While it is not a requirement to time record customer pay repairs, it is recommended. If that repair turns into a repair that is covered by the longer Powertrain or Emissions warranty, clock time will be...
Certified Pre-Owned Vehicles and Open Recalls - 06/30/2015
One of the requirements of the CPO process is to make the repairs stated in any open recall, customer satisfaction program, or service update before certifying any used vehicle. GM has recently performed a review of the certified vehicles listed in the...
Keys for Life Program - 06/02/2015
The Keys for Life Program was announced in late March. Some dealers are beginning to receive customer requests for this program on vehicles that have already had the ignition lock cylinder and ignition key recall replacement performed. Each of the recall...
Pre-Delivery Inspection (PDI) Credit - 09/03/2015
... the appropriate steps to identify new and used vehicles that require recall repairs prior to customer delivery. GM recommends a robust process that includes a double check of each VIN, including dealer trades, prior to customer delivery, confirming that...
Part Failures During The Same Repair Visit - 10/03/2014
... as to why the codes are necessary. The transaction type is ZREG. If the situation is a customer pay repair, a second line is added to the job card to claim a part warranty. The transaction type in this case is ZPTI and the job card number of the...
Ignition Switch Websites - 08/05/2014
... be produced from September 28-October 4. All service kits will be produced by October 2014.The customer contacts the dealer or visits gmignitionupdate.com to initiate the parts requests. The dealer orders the ignition switch, cylinder and new key. GM...
Ignition Switch Websites - 08/05/2014
... be produced from September 28-October 4. All service kits will be produced by October 2014.The customer contacts the dealer or visits gmignitionupdate.com to initiate the parts requests. The dealer orders the ignition switch, cylinder and new key. GM...
Bulletin Updates - 02/23/2015
... Dependency field using commas to separate each code.The Comeback Prevention Information and Using Customer Concern Verification Sheets bulletin, 01-00-89-010K, provides a reference and strategy document to aid in the reduction of customer comebacks,...
Ignition Switch Recall - 11/25/2014
... repair claim in order for the owner to receive the gift card offer. Dealers may get requests from customers that are not eligible for the gift card promotion. GM has established guidelines for addressing these requests: For customers who have already...
Reject of the Month - 12/19/2014
... for a part warranty transmission replacement. The original transmission was handled as a customer pay transaction by another dealership. The original transmission was installed in June of 2012, at 170,000 miles. The customer had another failure...
Revised Authorization Matrix - 04/08/2016
... prior to the start of the repair are OLH, added operations, comeback repeat repairs, and missing customer signatures. Service management approval must always be documented with their signature/initials, date, time, and their explanation as to why they...
Special Coverage Policy Updates: - 05/23/2016
... of GlobalConnect, contains additional policies regarding Special Coverage transactions. If a customer's vehicle is beyond the Special Coverage time and mileage limitations, and service management would like to see the repair covered, the transaction...
Powertrain Warranty Coverage - 01/11/2016
... for service advisors to get it right. Following these simple steps should help in making sure the customer doesn't pay for a covered repair and the dealership doesn't have to write off a repair that was not covered. And if you do end up resubmitting...
Part Return Process - 04/17/2017
Air conditioning season is upon us. The number of customer concerns for no heat will diminish and concerns of no a/c will increase, especially on hot summer days. With the most common cause of a malfunctioning a/c unit being low levels of refrigerant,...
Recalls and Supporting Documentation - 12/21/2016
In early December, 2016, GM released Customer Satisfaction Program 16055: Reduced Propulsion Power. The recall addresses a concern with the Propulsion Power Reduced message in the driver information center. In addition to the message, the driver may notice...
Wheel Alignment - 01/23/2017
... is the result of a factory defect or if the condition is a result of wear and tear which is the customer’s responsibility. New vehicles are not to be aligned until they have accumulated at least 500 miles. Customers with incorrect alignment...
November 2016 Recall Update - 10/26/2016
... Airbag and Pretensioner Non-Deploy: The recall bulletin has been updated to include a copy of the customer notification letter, and a revision to the service procedure section. Emission Recall 16008: Engine Oil Pipe Leak: Certain 2016 Chevrolet...
Empowerment Portal and Open Recalls - 09/27/2016
... on the VIN. By doing so, GM is further able to support the policy of not processing goodwill for a customer while their vehicle has an open recall. When a VIN is entered in the portal, the system checks for open recalls. If an open recall is found,...
Paint Warranty Transactions - 06/19/2017
... the total repair in the sublet net item field is not allowed. Sublet invoices are to contain the customer name, VIN, date of repair, and a complete description of repairs performed. A copy of the sublet invoice must be attached to the job card and be...
August 2017 Recall Update - 07/25/2017
Customer Satisfaction Program 15086A: OnStar System Inoperative: The recall bulletin has been updated to include instructions on programming and activating the new vehicle communication interface module. The recall affects certain 2015 GM passenger car ...
Policy Evaluation Tool - 09/27/2017
... may be anywhere from the full value of the repair to a zero dollar amount. Once the agreed upon customer participation amount has been entered in PET, a copy of the document must be printed and attached to the job card. DMA pre-approval is required when...
Wheel Alignment Policies - 12/21/2017
... is the result of a factory defect or if the condition is a result of wear and tear, which is the customer’s responsibility. New vehicles are not to be aligned until they have accumulated at least 500 miles. Customers with incorrect alignment...
January 2018 Recall Update - 12/21/2017
... availability, the bulletin currently only addresses affected vehicles from the 2015 model year. Customers with 2015 model year vehicles will receive an instruction letter to bring their vehicle in for repair. Owners of 2011-2014 model year vehicles will...
Policy Decision - 04/23/2018
... PET is used to determine GM’s participation in out-of-warranty service repairs based on the customer’s overall GM engagement and loyalty. Rather than a participation calculation based on the time and/or mileage out of warranty, the PET delivers...
ZSET Transaction - 03/08/2012
... Top Cover Package InstallationA ZSET transaction is categorized as a service event and is used for customer pay transactions such as maintenance, out of warranty repairs or Service Agent installed accessories/options. When selecting the ZSET transaction...
February 2012 Recall Update - 02/07/2012
Customer Satisfaction Program 10414 - Auxiliary Battery Power Not Available: Approximately 21,000 Silverado and Sierra 2500/3500 series vehicles, 2007-2011 model year that are equipped with an auxiliary battery require the replacement of the current fusible ...
Repeat Repair Quick Tips - 07/02/2012
... repair issue. The resolution may be as simple as coaching the service advisors to always ask the customer if they have had repairs on any of the concerns before. If there has been a prior repair, log the situation. To help avoid future repeat repair...
Reject of the Month - 12/18/2012
A seemingly cut and dry recall claim was entered in GWM for reimbursement. The open recall was, Customer Satisfaction Program 10287-Premature Timing Chain Wear-Reprogram Engine Control Module, for a 2009 Chevrolet Traverse. The service advisor reviewed...
August 2011 Recall Update - 08/09/2011
... recall to correct a concern relating to the DEF injection system not operating as designed. The customer may experience illumination of the malfunction indicator lamp, a DEF system warning displayed on the Driver Information System and vehicle speed...
Global Warranty Tips - 03/11/2010
... case, the claim will reject when routed to the Warranty Support Center (WSC).Policy decisions for customers with vehicles outside of the warranty period may be made by submitting the transaction as a regular warranty claim (including the 3 C's, labour...
Part Ceiling Exceeded - 03/11/2010
... the job card.A labour operation represents a failed part or operation when submitted for warranty reimbursement. Service agents should code each defect using the labour operation, or closest to labour operation, which reflects what has actually failed....
Product Emission Recall 10022 - 03/11/2010
... the emission test group. A new emission control label is to be installed by the dealer. The customer must provide the VIN of their vehicle so the label may be ordered. This recall is in effect until August 31, 2010 ...
Warranty Performance Analysis - 04/13/2010
... following questions may assist you in creating a better climate for accurate warranty claims and customer satisfaction.Have the service advisors checked the vehicle file and/or the manufacturers' warranty system for previous repairs or similar complaints?...
How To View A Transaction - 03/11/2010
... accounting of the transaction; including pricing requested (labour, parts, net item totals, taxes, customer participation and the transaction total)....
Special Coverage Adjustment 08020 - 02/04/2010
... to certain 2005-2007 Chevrolet Cobalt SS vehicles equipped with a 2.0L 4- cylinder engine. Some customers may comment on the illumination of the malfunction indicator lamp and/or lack of engine power. This condition may be caused by failure of the catalytic...
Headliner Wet/Water Leak from Front Sunroof Glass - 02/04/2010
... cab from the front sunroof glass on 2008-2009 Buick Enclave and 2007-2009 GMC Acadia vehicles. The customer may notice a water leak from the front sunroof glass. The weatherstrip/seal may have failed to retain its shape or the glass may be skewed in...
Noncompliance Recall 09322 - 01/06/2010
... be carried on your vehicle. Dealers are to install a new label. The labels will also be mailed to customers of record. The recall expires on March 31, 2010. ...
Seat Adjustment - 07/02/2010
Customers of some 2004-2010 Chevrolet Colorado; 2004-2010 GMC Canyon vehicles equipped with front manual seats may comment that the front seat(s) appear to be stuck in position and they are unable to move the seat forward or rearward. This condition may ...
GMVIS - 06/07/2010
... Vehicle History. This resource may be found in Global Warranty Management under the Interface with Customer link. A link has been added to the workbenches for convenience purposes. ...
Components and Systems - 04/13/2010
... product concerns there is one simple rule to remember - garbage in equals garbage out. Ultimately, customer satisfaction may be compromised if warranty administrators focus solely on getting the transaction paid the easiest way possible instead of accurately...
Brake Squeal/Squeak Noise - 06/07/2010
... or other noise heard with the vehicle's performance braking system. Dealers are to inform the customer that this is a normal characteristic of the vehicle's high performance braking system. The brake system on these models is designed for superior fade...
Safety Recall 10093A: - 07/02/2010
... of the engine control module (ECM). A pre-ignition condition may develop as a result of the customer's use of low octane (regular) fuel rather than the required high octane (premium) fuel. Approximately 475 vehicles are involved in the recall. This is...
WPC Return Requirements for Glass - 06/30/2011
... Appearance conditions may be addressed with a non-scratching mild abrasive product. Indicate the customer's area of concern on glass that is being replaced for concerns relating to distortion, appearance or stress cracks. Glass must be packaged and protected...
Module Programming/ Reprogramming Concerns - 04/27/2011
If a customer concern is corrected by reprogramming an existing module or programming a new module and during the programming event the process is interrupted and causes the module to no longer continue to program, do not replace the module. Modules involved...
Cadillac SRX HVAC - 06/08/2011
Some customers with the 2010-2011 Cadillac SRX may express concern with a clicking sound from the HVAC system when the climate control system is in AUTO mode. The concern may be caused by a software anomaly within the electronic climate control module...
Car Sales - 06/08/2011
Once again, new vehicle customers are looking to smaller cars as gasoline prices exceed $4 a gallon. GM reported more than 25,000 new Chevrolet Cruze sales in April, 2011. Overall for the month of April, GM's new vehicle sales rose 27% vs the industry's...
... is the result of a factory defect or if the condition is a result of wear and tear, which is the customer’s responsibility. New vehicles are not to be aligned until they have accumulated at least 500 miles. Customers with incorrect alignment...
January 2018 Recall Update - 12/21/2017
... availability, the bulletin currently only addresses affected vehicles from the 2015 model year. Customers with 2015 model year vehicles will receive an instruction letter to bring their vehicle in for repair. Owners of 2011-2014 model year vehicles will...
Policy Decision - 04/23/2018
... PET is used to determine GM’s participation in out-of-warranty service repairs based on the customer’s overall GM engagement and loyalty. Rather than a participation calculation based on the time and/or mileage out of warranty, the PET delivers...
ZSET Transaction - 03/08/2012
... Top Cover Package InstallationA ZSET transaction is categorized as a service event and is used for customer pay transactions such as maintenance, out of warranty repairs or Service Agent installed accessories/options. When selecting the ZSET transaction...
February 2012 Recall Update - 02/07/2012
Customer Satisfaction Program 10414 - Auxiliary Battery Power Not Available: Approximately 21,000 Silverado and Sierra 2500/3500 series vehicles, 2007-2011 model year that are equipped with an auxiliary battery require the replacement of the current fusible ...
Repeat Repair Quick Tips - 07/02/2012
... repair issue. The resolution may be as simple as coaching the service advisors to always ask the customer if they have had repairs on any of the concerns before. If there has been a prior repair, log the situation. To help avoid future repeat repair...
Reject of the Month - 12/18/2012
A seemingly cut and dry recall claim was entered in GWM for reimbursement. The open recall was, Customer Satisfaction Program 10287-Premature Timing Chain Wear-Reprogram Engine Control Module, for a 2009 Chevrolet Traverse. The service advisor reviewed...
August 2011 Recall Update - 08/09/2011
... recall to correct a concern relating to the DEF injection system not operating as designed. The customer may experience illumination of the malfunction indicator lamp, a DEF system warning displayed on the Driver Information System and vehicle speed...
Global Warranty Tips - 03/11/2010
... case, the claim will reject when routed to the Warranty Support Center (WSC).Policy decisions for customers with vehicles outside of the warranty period may be made by submitting the transaction as a regular warranty claim (including the 3 C's, labour...
Part Ceiling Exceeded - 03/11/2010
... the job card.A labour operation represents a failed part or operation when submitted for warranty reimbursement. Service agents should code each defect using the labour operation, or closest to labour operation, which reflects what has actually failed....
Product Emission Recall 10022 - 03/11/2010
... the emission test group. A new emission control label is to be installed by the dealer. The customer must provide the VIN of their vehicle so the label may be ordered. This recall is in effect until August 31, 2010 ...
Warranty Performance Analysis - 04/13/2010
... following questions may assist you in creating a better climate for accurate warranty claims and customer satisfaction.Have the service advisors checked the vehicle file and/or the manufacturers' warranty system for previous repairs or similar complaints?...
How To View A Transaction - 03/11/2010
... accounting of the transaction; including pricing requested (labour, parts, net item totals, taxes, customer participation and the transaction total)....
Special Coverage Adjustment 08020 - 02/04/2010
... to certain 2005-2007 Chevrolet Cobalt SS vehicles equipped with a 2.0L 4- cylinder engine. Some customers may comment on the illumination of the malfunction indicator lamp and/or lack of engine power. This condition may be caused by failure of the catalytic...
Headliner Wet/Water Leak from Front Sunroof Glass - 02/04/2010
... cab from the front sunroof glass on 2008-2009 Buick Enclave and 2007-2009 GMC Acadia vehicles. The customer may notice a water leak from the front sunroof glass. The weatherstrip/seal may have failed to retain its shape or the glass may be skewed in...
Noncompliance Recall 09322 - 01/06/2010
... be carried on your vehicle. Dealers are to install a new label. The labels will also be mailed to customers of record. The recall expires on March 31, 2010. ...
Seat Adjustment - 07/02/2010
Customers of some 2004-2010 Chevrolet Colorado; 2004-2010 GMC Canyon vehicles equipped with front manual seats may comment that the front seat(s) appear to be stuck in position and they are unable to move the seat forward or rearward. This condition may ...
GMVIS - 06/07/2010
... Vehicle History. This resource may be found in Global Warranty Management under the Interface with Customer link. A link has been added to the workbenches for convenience purposes. ...
Components and Systems - 04/13/2010
... product concerns there is one simple rule to remember - garbage in equals garbage out. Ultimately, customer satisfaction may be compromised if warranty administrators focus solely on getting the transaction paid the easiest way possible instead of accurately...
Brake Squeal/Squeak Noise - 06/07/2010
... or other noise heard with the vehicle's performance braking system. Dealers are to inform the customer that this is a normal characteristic of the vehicle's high performance braking system. The brake system on these models is designed for superior fade...
Safety Recall 10093A: - 07/02/2010
... of the engine control module (ECM). A pre-ignition condition may develop as a result of the customer's use of low octane (regular) fuel rather than the required high octane (premium) fuel. Approximately 475 vehicles are involved in the recall. This is...
WPC Return Requirements for Glass - 06/30/2011
... Appearance conditions may be addressed with a non-scratching mild abrasive product. Indicate the customer's area of concern on glass that is being replaced for concerns relating to distortion, appearance or stress cracks. Glass must be packaged and protected...
Module Programming/ Reprogramming Concerns - 04/27/2011
If a customer concern is corrected by reprogramming an existing module or programming a new module and during the programming event the process is interrupted and causes the module to no longer continue to program, do not replace the module. Modules involved...
Cadillac SRX HVAC - 06/08/2011
Some customers with the 2010-2011 Cadillac SRX may express concern with a clicking sound from the HVAC system when the climate control system is in AUTO mode. The concern may be caused by a software anomaly within the electronic climate control module...
Car Sales - 06/08/2011
Once again, new vehicle customers are looking to smaller cars as gasoline prices exceed $4 a gallon. GM reported more than 25,000 new Chevrolet Cruze sales in April, 2011. Overall for the month of April, GM's new vehicle sales rose 27% vs the industry's...
Airbag Indicator Illumination - 06/08/2011
Bulletin 11-09-41-003 addresses an intermittent customer concern with the air bag indicator intermittently illuminating on their 2011 Chevrolet Volt. After scan testing, the technician may find one or more of the following codes: B0014 04, B0014 0D, B0021...
Tire Pre-Repair Authorization Enhancements - 06/08/2011
... "pending" to "accept" means a shorter time for the warranty administrator to submit and receive reimbursement for a warranty tire transaction. The final update to the PRA process involves the shipping process of the tire via UPS. The service agent is...
Accounting for Dealer Installed Accessories / PDI Adds - 09/19/2011
... that the service department is accounting for all dealer installed options when submitting for reimbursement with GM. Print a copy of the vehicle build from IVH and attach it to the job card. When submitting, highlight the dealer installed RPO's to ensure...
Special Coverage 10054C Update - 09/19/2011
Special Coverage 10054C has been updated with submission instructions for vehicles with service contracts. The customer is responsible for 50% of their service contract deductible. The remaining "balance" due after the deductible for the repair is split...
Service Update 11241 - 09/19/2011
The update to bulletin 11241 includes both customer owned and dealer inventory vehicles. The length of this coverage has been extended and now expires with the vehicle PZEV (Partial Zero Emissions Vehicle) Emissions Warranty. This service update effects...
Using OLH for Diagnosis: When is it appropriate? - 10/14/2011
... primary areas where service management may determine that extensive diagnostic time may apply: Customer Problem AnalysisSymptom DiagnosisRepair DiagnosisEach of these areas may require that the technician perform additional complex testing to determine...
Paint Chipping - 10/14/2011
Some customers with 07-09 Chevrolet Silverado or GMC Sierra 3500 series trucks with dual rear wheels may have concerns with the paint chipping on the fenders in front of the rear wheels. This concern may be caused by road debris thrown up by the tires...
New Product Line-up - 10/14/2011
... on the Buick Regal. The announcements were made as part of the plan to help GM attract more customers. Cadillac will launch the XTS large luxury sedan and a compact sports sedan in 2012. The eAssist feature will be available on 2012 model year Buick...
Camaro Accessory Blade Spoiler - 10/14/2011
The installation of the new RS or SS emblem in association with the accessory blade spoiler kit is not included in the cost of the spoiler kit and should not be submitted as a warranty claim. The new emblem should be charged to the customer.
GMPP CARES Online - 11/17/2011
... Online resource there a few things to confirm when reviewing the coverage result. Verify that the customer is the owner of the contract and be sure that the repair falls within the distance and time limits of the contract prior to transaction submission....
Spark EV All Electric - 11/17/2011
... in the United States and global markets starting in 2013. The Spark EV will be best suited to customers living in urban areas, who have predictable driving patterns or short commutes. Specific markets, range, quantities and pricing are scheduled to be...
Excessive Parts Usage - 11/17/2011
... the P code ineffective. Like any other occurrence of excessive parts, documentation is the key to reimbursement. Typically claims in which the parts exceed the scope of the P authorization will have to be routed for payment. A lack of proper documentation...
Properly Maintaining Vehicles in Dealer Inventory - 12/15/2011
... responsible for the storage and proper care of new vehicles while in dealer inventory, until the customer takes delivery. Damage or deterioration, resulting from improper storage, is not covered by the New Vehicle Warranty. The dealer must maintain the...
Clock on, Clock off - 01/19/2012
... total elapsed time that was spent on the vehicle each day. It is also important to note that all customer pay, warranty, policy and internal job card time must be accountable through the technician's time and payroll records. Many dealerships are...
Product Emission Recall 10136 - 10/13/2010
... of replacement parts, as a result GM has temporarily suspended the mailing of the remaining customer notification letters. ...
Safety Recall 10282 - 10/13/2010
... equipped with 1.8L MFI engine and a two wheel drive transmission. The announcement letter notified customers of the recall on their vehicle and that they will receive a future notice when parts become available to complete the repair. A defect with the...
Volt Tour - 10/13/2010
... tour in October and November. The tour will help demonstrate the Volt's extended range capability. Customers will have the opportunity to test drive the vehicle and meet the engineering and design team. ...
Labour Operations and Add-On - 10/13/2010
... for parts, and administrative fees that can be applied to the claim. In order to best serve your customers, be sure to explore these add-ons listed in the bulletins prior to completing the repair. As always, proper documentation is required. ...
Service Loaners - 11/18/2010
Buick executives are developing a new service loaner program designed to keep the customer happy and in GM vehicles. The vision of the program is that the vehicle owner would bring their vehicle in for service and get a fresh new Buick to drive for a...
Noncompliance Recall 10312A - 12/24/2010
Front Safety Belt Anchor Pretensioner Installation: This recall has been revised to include a copy of the customer letter. The recall applies to certain 2009-2010 Chevrolet Impala vehicles for a condition affecting the front safety belt webbing. The webbing...
Safety Recall 10426E - 02/23/2011
Rear Axle Cross Pin Fracture: Dealers and customers have been notified of a condition involving the rear axle cross pin on certain 2011 Cadillac Escalade EXT; Chevrolet Avalanche, Sierra; and GMC Sierra. The pin, in some vehicles, was not manufactured...
Special Coverage 10250 - 02/23/2011
Spark Plug Wire: Customer concerns of rough engine operation and a check engine light have prompted the release of special coverage 10250. The policy covers certain 2007-2009 Chevrolet Equinox and Pontiac Torrent vehicles equipped with a 3.4L engine and...
Subsequent Recall Part Failures - 03/10/2011
... or parts replacement warranty, the service agent may consider providing goodwill assistance or the customer would be responsible for the cost of the replacement. If goodwill is offered, select the appropriate operation from the LTG. ...
Whine/Moan Noise from the Power Steering - 04/27/2011
Bulletin 11-02-32-001 addresses a customer concern of a whine or moan type noise from the power steering system during low speed maneuvers. Technicians are instructed to confirm that the noise is coming from the power steering pump. If the noise is coming...
Noncompliance Recall 11057A - 04/12/2011
... 10,000 vehicles are involved. The recall program has been revised to include a copy of the customer notification letter. ...
Bulletin 11-09-41-003 addresses an intermittent customer concern with the air bag indicator intermittently illuminating on their 2011 Chevrolet Volt. After scan testing, the technician may find one or more of the following codes: B0014 04, B0014 0D, B0021...
Tire Pre-Repair Authorization Enhancements - 06/08/2011
... "pending" to "accept" means a shorter time for the warranty administrator to submit and receive reimbursement for a warranty tire transaction. The final update to the PRA process involves the shipping process of the tire via UPS. The service agent is...
Accounting for Dealer Installed Accessories / PDI Adds - 09/19/2011
... that the service department is accounting for all dealer installed options when submitting for reimbursement with GM. Print a copy of the vehicle build from IVH and attach it to the job card. When submitting, highlight the dealer installed RPO's to ensure...
Special Coverage 10054C Update - 09/19/2011
Special Coverage 10054C has been updated with submission instructions for vehicles with service contracts. The customer is responsible for 50% of their service contract deductible. The remaining "balance" due after the deductible for the repair is split...
Service Update 11241 - 09/19/2011
The update to bulletin 11241 includes both customer owned and dealer inventory vehicles. The length of this coverage has been extended and now expires with the vehicle PZEV (Partial Zero Emissions Vehicle) Emissions Warranty. This service update effects...
Using OLH for Diagnosis: When is it appropriate? - 10/14/2011
... primary areas where service management may determine that extensive diagnostic time may apply: Customer Problem AnalysisSymptom DiagnosisRepair DiagnosisEach of these areas may require that the technician perform additional complex testing to determine...
Paint Chipping - 10/14/2011
Some customers with 07-09 Chevrolet Silverado or GMC Sierra 3500 series trucks with dual rear wheels may have concerns with the paint chipping on the fenders in front of the rear wheels. This concern may be caused by road debris thrown up by the tires...
New Product Line-up - 10/14/2011
... on the Buick Regal. The announcements were made as part of the plan to help GM attract more customers. Cadillac will launch the XTS large luxury sedan and a compact sports sedan in 2012. The eAssist feature will be available on 2012 model year Buick...
Camaro Accessory Blade Spoiler - 10/14/2011
The installation of the new RS or SS emblem in association with the accessory blade spoiler kit is not included in the cost of the spoiler kit and should not be submitted as a warranty claim. The new emblem should be charged to the customer.
GMPP CARES Online - 11/17/2011
... Online resource there a few things to confirm when reviewing the coverage result. Verify that the customer is the owner of the contract and be sure that the repair falls within the distance and time limits of the contract prior to transaction submission....
Spark EV All Electric - 11/17/2011
... in the United States and global markets starting in 2013. The Spark EV will be best suited to customers living in urban areas, who have predictable driving patterns or short commutes. Specific markets, range, quantities and pricing are scheduled to be...
Excessive Parts Usage - 11/17/2011
... the P code ineffective. Like any other occurrence of excessive parts, documentation is the key to reimbursement. Typically claims in which the parts exceed the scope of the P authorization will have to be routed for payment. A lack of proper documentation...
Properly Maintaining Vehicles in Dealer Inventory - 12/15/2011
... responsible for the storage and proper care of new vehicles while in dealer inventory, until the customer takes delivery. Damage or deterioration, resulting from improper storage, is not covered by the New Vehicle Warranty. The dealer must maintain the...
Clock on, Clock off - 01/19/2012
... total elapsed time that was spent on the vehicle each day. It is also important to note that all customer pay, warranty, policy and internal job card time must be accountable through the technician's time and payroll records. Many dealerships are...
Product Emission Recall 10136 - 10/13/2010
... of replacement parts, as a result GM has temporarily suspended the mailing of the remaining customer notification letters. ...
Safety Recall 10282 - 10/13/2010
... equipped with 1.8L MFI engine and a two wheel drive transmission. The announcement letter notified customers of the recall on their vehicle and that they will receive a future notice when parts become available to complete the repair. A defect with the...
Volt Tour - 10/13/2010
... tour in October and November. The tour will help demonstrate the Volt's extended range capability. Customers will have the opportunity to test drive the vehicle and meet the engineering and design team. ...
Labour Operations and Add-On - 10/13/2010
... for parts, and administrative fees that can be applied to the claim. In order to best serve your customers, be sure to explore these add-ons listed in the bulletins prior to completing the repair. As always, proper documentation is required. ...
Service Loaners - 11/18/2010
Buick executives are developing a new service loaner program designed to keep the customer happy and in GM vehicles. The vision of the program is that the vehicle owner would bring their vehicle in for service and get a fresh new Buick to drive for a...
Noncompliance Recall 10312A - 12/24/2010
Front Safety Belt Anchor Pretensioner Installation: This recall has been revised to include a copy of the customer letter. The recall applies to certain 2009-2010 Chevrolet Impala vehicles for a condition affecting the front safety belt webbing. The webbing...
Safety Recall 10426E - 02/23/2011
Rear Axle Cross Pin Fracture: Dealers and customers have been notified of a condition involving the rear axle cross pin on certain 2011 Cadillac Escalade EXT; Chevrolet Avalanche, Sierra; and GMC Sierra. The pin, in some vehicles, was not manufactured...
Special Coverage 10250 - 02/23/2011
Spark Plug Wire: Customer concerns of rough engine operation and a check engine light have prompted the release of special coverage 10250. The policy covers certain 2007-2009 Chevrolet Equinox and Pontiac Torrent vehicles equipped with a 3.4L engine and...
Subsequent Recall Part Failures - 03/10/2011
... or parts replacement warranty, the service agent may consider providing goodwill assistance or the customer would be responsible for the cost of the replacement. If goodwill is offered, select the appropriate operation from the LTG. ...
Whine/Moan Noise from the Power Steering - 04/27/2011
Bulletin 11-02-32-001 addresses a customer concern of a whine or moan type noise from the power steering system during low speed maneuvers. Technicians are instructed to confirm that the noise is coming from the power steering pump. If the noise is coming...
Noncompliance Recall 11057A - 04/12/2011
... 10,000 vehicles are involved. The recall program has been revised to include a copy of the customer notification letter. ...
Empowerment-Request for Goodwill - 11/05/2012
... Coverage Letter, a plan update has been added to GMPP Service Contracts, and OnStar dealer and customer instructions have been improved. The most recent version of the Goodwill Forms may be found in Global Message, reference number G_0000145060.&nbs...
Dexos1 5W20 - 10/08/2012
... with a 1.2L or 2.5L 4-cylinder engine are specified to use dexos1 5W20 viscosity motor oil. Customers are still instructed to observe the recommendation of the GM Oil Life Monitor for engine oil change intervals. ...
New Accessory Programs - 04/12/2013
... currently valid for the employing dealership BACOne claim per qualifying VIN onlyA valid, timely customer delivery record (CDR) with an eligible delivery type for an eligible vehicle must have been successfully reported as delivered to a retail customer...
PDI Self Debit - 05/14/2013
... state. The dealer where the vehicle was delivered will usually contact the invoicing dealer for reimbursement for the PDI, as the ship-to dealer will perform the PDI, not the invoiced dealer in this case. The invoiced dealer will then cut a check for...
Impala Transformation - 04/12/2013
... for the 2014 model year, transforming the car from basic transportation for value conscientious customers and rental companies to a stylish flagship. The new Impala will initially be released with the direct-injection 3.6 liter V6 engine. Two four-cylinder...
February 2013 Recall Update - 02/26/2013
... Chevrolet Colorado and GMC Canyon. The recall bulletin has been revised to include a copy of the customer letter.Safety Recall 13008A - Rear Suspension Bolts May Not Be To Proper Torque Specification: Approximately 200 Chevrolet Malibu 2013 model year...
Reject of the Month - 03/11/2013
A customer recently visited their local Chevrolet dealership with a no power concern on their 2007 Chevrolet Impala. The customer stated that the vehicle had good acceleration over 20 mph, but from 0-20 mph it lacked power. The technician diagnosed...
No Hassle Policy - 07/02/2012
GM Customer Care and Aftersales has reintroduced the No Hassle Core Return Policy for engines, transmissions, cylinder heads and transfer cases. Cores will receive 100% credit if the unit is like for like, is assembled, is a valid complete assembly, is...
Transmission Replacements and Contacting the PQC - 08/09/2012
... The manager is still required to examine both alternatives and make the best decision for the customer and keep expense management in line. Discuss those situations where it is more cost effective to perform a repair, but for customer satisfaction reasons...
Internal Transmission Wiring Harness - 08/09/2012
Customers with 2012 Chevrolet Colorado, Express, Silverado; 2012 GMC Canyon, Savana, Sierra vehicles equipped with an automatic transmission 4L60E and built between 10/1/2011 and 4/30/2012 may express concern with an illuminated malfunction indicator ...
Equinox/Terrain Hitch Trailering Package - 08/09/2012
... only. Applicable labour is included in operation Z6998 for an LPO accessory and included in the customer pay installation cost when installed as an ACO. ...
Body Cables - 06/06/2012
The body mounting cables, located at the left and right rear body to frame mounts, may be causing a customer concern of a squeak or creak type noise from the underbody over bumps. The condition may be evident in 1999-2011 Chevrolet Silverado, and...
Certified Service Employee Discount Program - 06/06/2012
... 12/31/2012. The program offers all US GM salaried, hourly and retired employees a discount towards customer pay service or parts purchases at participating dealerships. Labour codes for the ZSSP Transaction are listed within Global Message G_0000115120...
GWM Enhancements - 03/08/2012
... well. This change was made to help service agents understand the difference between "Policy" and "Customer Enthusiasm" decisions. The Transaction Summary Report now offers the ability to view it daily, weekly, or monthly. Monthly reports, however, are...
Parts Identifier - 03/08/2012
Dealer System Providers have been provided an enhancement with the monthly price files. Customer Care and Aftersales has added a "remanufactured" or "refurbished" indicator within the part data. The indicator will allow dealers to more easily identify...
TPM - 03/08/2012
... TPM's are on warranty parts return request to enable engineers to investigate the cause for customer complaint. Ensure that TPM's replaced as a warranty transaction are held and tagged with the correct VIN, from the vehicle it came from. ...
2013 Model Year Cadillac - 03/08/2012
... out of the powertrain warranty at 5 years rather than at 100,000 miles. This has resulted in customer dissatisfaction with owners of low mileage vehicles. ...
Recall Completion - 02/20/2018
... Noncompliance, Service Parts, and Emissions), Service Update Bulletin, Special Coverage, and Customer Satisfaction prior to vehicle delivery. The process should include checking inventory daily using Field Action Inventory Reports on GlobalConnect and...
PAC Courtesy Transportation - 04/23/2018
If requested by the customer, GM may offer rental transportation while an investigation is being performed for a Product Assistance Claim. The rental claim submission process varies depending on the investigative outcome. Bulletin 13-00-89-010 contains...
Cadillac XT4 - 04/23/2018
... that the XT4 will attract young, affluent buyers in the US and China, that will become life-long customers of the brand. The youngest group of designers styled and engineered the XT4, creating a crossover that they would want to drive. The new model...
Reject of the Month - 05/22/2018
... total, at warranty rates, the PET should be corrected. After correction, confirm that the customer was charged the appropriate amount based on the corrected PET. It may be necessary to refund the customer all or some of the participation expense. Select...
Not Retrievable WCC - 09/25/2018
If the original WCC is not retrievable, contact the customer to perform the module programming procedure in order to generate a new WCC for submission. In these cases, the dealer would re-use the labor code provided in the recall bulletin.
Mobile Mechanic Service - 08/20/2018
Yoshi Inc. provides light maintenance and repairs for vehicles, car washes, and gasoline deliveries to customers at home or work. The vendor started as an alternative to fuel stops, but has broadened its business model to exploring ways to work with the...
Reject Reason - Data Analysis - 08/21/2018
... the job card and warranty submission as an auditor may. For example: Job card header: customer and vehicle information is complete, including the in-service or delivery date Customer (or service management) signature in the Authorization to Perform...
Reject of the Month - Mail Out Review - 12/21/2017
... job card header is commonly omitted or inaccurate. Service P&P Article 3.2.2 states that all customer and vehicle information is to be completed accurately at the time of job card write up and must include the delivery or in-service date. While not...
... Coverage Letter, a plan update has been added to GMPP Service Contracts, and OnStar dealer and customer instructions have been improved. The most recent version of the Goodwill Forms may be found in Global Message, reference number G_0000145060.&nbs...
Dexos1 5W20 - 10/08/2012
... with a 1.2L or 2.5L 4-cylinder engine are specified to use dexos1 5W20 viscosity motor oil. Customers are still instructed to observe the recommendation of the GM Oil Life Monitor for engine oil change intervals. ...
New Accessory Programs - 04/12/2013
... currently valid for the employing dealership BACOne claim per qualifying VIN onlyA valid, timely customer delivery record (CDR) with an eligible delivery type for an eligible vehicle must have been successfully reported as delivered to a retail customer...
PDI Self Debit - 05/14/2013
... state. The dealer where the vehicle was delivered will usually contact the invoicing dealer for reimbursement for the PDI, as the ship-to dealer will perform the PDI, not the invoiced dealer in this case. The invoiced dealer will then cut a check for...
Impala Transformation - 04/12/2013
... for the 2014 model year, transforming the car from basic transportation for value conscientious customers and rental companies to a stylish flagship. The new Impala will initially be released with the direct-injection 3.6 liter V6 engine. Two four-cylinder...
February 2013 Recall Update - 02/26/2013
... Chevrolet Colorado and GMC Canyon. The recall bulletin has been revised to include a copy of the customer letter.Safety Recall 13008A - Rear Suspension Bolts May Not Be To Proper Torque Specification: Approximately 200 Chevrolet Malibu 2013 model year...
Reject of the Month - 03/11/2013
A customer recently visited their local Chevrolet dealership with a no power concern on their 2007 Chevrolet Impala. The customer stated that the vehicle had good acceleration over 20 mph, but from 0-20 mph it lacked power. The technician diagnosed...
No Hassle Policy - 07/02/2012
GM Customer Care and Aftersales has reintroduced the No Hassle Core Return Policy for engines, transmissions, cylinder heads and transfer cases. Cores will receive 100% credit if the unit is like for like, is assembled, is a valid complete assembly, is...
Transmission Replacements and Contacting the PQC - 08/09/2012
... The manager is still required to examine both alternatives and make the best decision for the customer and keep expense management in line. Discuss those situations where it is more cost effective to perform a repair, but for customer satisfaction reasons...
Internal Transmission Wiring Harness - 08/09/2012
Customers with 2012 Chevrolet Colorado, Express, Silverado; 2012 GMC Canyon, Savana, Sierra vehicles equipped with an automatic transmission 4L60E and built between 10/1/2011 and 4/30/2012 may express concern with an illuminated malfunction indicator ...
Equinox/Terrain Hitch Trailering Package - 08/09/2012
... only. Applicable labour is included in operation Z6998 for an LPO accessory and included in the customer pay installation cost when installed as an ACO. ...
Body Cables - 06/06/2012
The body mounting cables, located at the left and right rear body to frame mounts, may be causing a customer concern of a squeak or creak type noise from the underbody over bumps. The condition may be evident in 1999-2011 Chevrolet Silverado, and...
Certified Service Employee Discount Program - 06/06/2012
... 12/31/2012. The program offers all US GM salaried, hourly and retired employees a discount towards customer pay service or parts purchases at participating dealerships. Labour codes for the ZSSP Transaction are listed within Global Message G_0000115120...
GWM Enhancements - 03/08/2012
... well. This change was made to help service agents understand the difference between "Policy" and "Customer Enthusiasm" decisions. The Transaction Summary Report now offers the ability to view it daily, weekly, or monthly. Monthly reports, however, are...
Parts Identifier - 03/08/2012
Dealer System Providers have been provided an enhancement with the monthly price files. Customer Care and Aftersales has added a "remanufactured" or "refurbished" indicator within the part data. The indicator will allow dealers to more easily identify...
TPM - 03/08/2012
... TPM's are on warranty parts return request to enable engineers to investigate the cause for customer complaint. Ensure that TPM's replaced as a warranty transaction are held and tagged with the correct VIN, from the vehicle it came from. ...
2013 Model Year Cadillac - 03/08/2012
... out of the powertrain warranty at 5 years rather than at 100,000 miles. This has resulted in customer dissatisfaction with owners of low mileage vehicles. ...
Recall Completion - 02/20/2018
... Noncompliance, Service Parts, and Emissions), Service Update Bulletin, Special Coverage, and Customer Satisfaction prior to vehicle delivery. The process should include checking inventory daily using Field Action Inventory Reports on GlobalConnect and...
PAC Courtesy Transportation - 04/23/2018
If requested by the customer, GM may offer rental transportation while an investigation is being performed for a Product Assistance Claim. The rental claim submission process varies depending on the investigative outcome. Bulletin 13-00-89-010 contains...
Cadillac XT4 - 04/23/2018
... that the XT4 will attract young, affluent buyers in the US and China, that will become life-long customers of the brand. The youngest group of designers styled and engineered the XT4, creating a crossover that they would want to drive. The new model...
Reject of the Month - 05/22/2018
... total, at warranty rates, the PET should be corrected. After correction, confirm that the customer was charged the appropriate amount based on the corrected PET. It may be necessary to refund the customer all or some of the participation expense. Select...
Not Retrievable WCC - 09/25/2018
If the original WCC is not retrievable, contact the customer to perform the module programming procedure in order to generate a new WCC for submission. In these cases, the dealer would re-use the labor code provided in the recall bulletin.
Mobile Mechanic Service - 08/20/2018
Yoshi Inc. provides light maintenance and repairs for vehicles, car washes, and gasoline deliveries to customers at home or work. The vendor started as an alternative to fuel stops, but has broadened its business model to exploring ways to work with the...
Reject Reason - Data Analysis - 08/21/2018
... the job card and warranty submission as an auditor may. For example: Job card header: customer and vehicle information is complete, including the in-service or delivery date Customer (or service management) signature in the Authorization to Perform...
Reject of the Month - Mail Out Review - 12/21/2017
... job card header is commonly omitted or inaccurate. Service P&P Article 3.2.2 states that all customer and vehicle information is to be completed accurately at the time of job card write up and must include the delivery or in-service date. While not...
OnStar - 09/27/2017
For the many GM customers affected by the recent hurricanes, OnStar was able to provide emergency assistance for those without power or cell phone service. Approximately 18,500 storm related calls were received during Hurricane Irma. Connected vehicle...
Enclave Action Center - 10/23/2017
... quick resolution of any product concerns, including fit and finish, performance, operation, and customer expectations of that vehicle. It is important that warranty claims are properly submitted and processed as GM will be reviewing all claims and parts...
Grading Criteria at a Glance - 09/27/2017
... transactions did you process in the past couple of months? What was their value and was there any Customer or Service Agent Participation? The above metrics, and many more, may be found in the Global Warranty Management-Analyze Warranty tab. Select Service...
SAASR Page Two - Transaction Analysis - 08/21/2017
... parts mark up, and expenses that are not included in warranty analytics reporting are excluded (customer enthusiasm, policy, recalls, and goodwill labor operations). ...
Getting to Know the New PET - 05/22/2017
... in GlobalConnect within the Dealer Aftersales Empowerment Portal. The tool has been in use with GM Customer Assistance and in pilot with several hundred dealerships for many months, and is now active with all users. The following are a few quick tips...
Comeback Prevention Tool - 04/17/2017
The Comeback Concern Verification Sheets (CCVS) should be used on the first visit when the customer has a complicated, difficult, or intermittent condition or concern. The CCVS should be used on subsequent visits for the same condition or concern. The...
Mail Out Review Trends - 04/17/2017
... Additionally, GM states that any warranty/policy concern not expressed orally or in writing by the customer at initial write-up must be first inspected and verified by the service manager before it is added to the job card. Management’s explanation...
WPC Parts Return Program - 10/26/2016
... quality, benefiting everyone from part suppliers to service agents, but more importantly, the customers who choose to buy GM vehicles. Anyone involved with this business for any length of time has seen firsthand the quality improvements made from the...
Properly Maintaining Vehicles in Inventory - 09/27/2016
... storage and proper care of new vehicles held in dealer inventory until they are delivered to the customer." The bulletin covers battery maintenance, tire flat-spotting, TPMS, brakes, protective shipping materials, checking/cleaning windshield wipers,...
Gasoline Fuel Economy - 09/27/2016
... update the information contained within the bulletin. The bulletin is suitable for posting in the customer lounge or waiting area as it has been written with the consumer in mind. The bulletin covers the following topics: What not to doengine oil...
16NA339: Vibration Analysis - 10/26/2016
Some customers with 2015-2017 Cadillac Escalade, Chevrolet Suburban and Tahoe, and GMC Yukon vehicles may have concern with a vibration in their vehicle. This vibration may occur under specific vehicle speed or engine speed conditions. These vibrations,...
Authorization to Perform Repairs - 10/26/2016
... understanding of responsibility for all charges at the time the job card is written and while the customer is present. Any changes regarding who is responsible for the charges require service management authorization prior to repairs being completed."...
16/17 Corvette Maintenance - 04/17/2017
... change on Corvette Stingray with Z51, Grand Sport, and Z06 models equipped with dry sump systems. Customers are to follow the oil life monitoring system indicator for all future oil changes after the break-in oil change is performed. Mobil1 oil must...
Service Update Bulletin - 05/22/2017
A SUB involves the correction of new/unsold vehicles in inventory and customer vehicles that return to the dealership for any type of service, as long as the applicable warranty is in effect. A SUB addresses a non-safety related repair or installation...
Robots - 04/17/2017
... automotive companies pioneering automation, they continue to be the robotics industries largest customer. ...
Malibu - 02/17/2017
... rental car companies. In the first 11 months of the year, Chevy sold more Malibu’s to retail customers than in any year since its revival in 1996. The Malibu has outsold the Chevrolet Cruze for the first time since the Cruze arrived in 2010....
Effective Use of Authorization Codes - 02/02/2016
... advisor didn't verify if powertrain coverage applied to the repair. With the requirement to get customer participation for a policy repair, it's entirely possible that the customer paid for part of the repair that should have been completely covered...
Bulletin 02-00-89-007D - 02/02/2016
... An eligible dealer may provide crossline warranty as long as one of the following applies: 1) the customer is significantly inconvenienced and requires warranty service, 2) the vehicle was sold used by the servicing dealer, regardless of the dealer's...
2016 Camaro & Malibu - 02/02/2016
... early feedback to Engineering and Manufacturing. A successful product launch requires that customers have their vehicles returned to them as quickly as possible and identifying root cause quickly to correct product issues in a timely manner. ...
Test Drive Offer - 07/28/2016
A select group of in-market GMC owners received a complimentary oil change-test drive offer. Customers that received the offer will present a personalized peel-off card that was included in the GMC magazine. For each valid offer GM will reimburse the...
Assembly Replacement Reminder - 07/28/2016
... is required regardless of authorization for assembly replacement by a GM representative for customer satisfaction. ...
Recalls - 12/19/2014
... with the opportunity for increased traffic as well as a chance to put their best foot forward with customers. ...
Corvette Z51 and Z06 - 12/19/2014
... 500 miles of operation. Once the break-in oil change is performed and the OLM system is reset, customers should follow the OLM system for all future oil change needs. Additionally, the second printing of the 2015 Owner Manual is being updated with t...
F and I Products - 11/25/2014
... extended service contracts, tire and wheel policies, and guaranteed asset protection. GM Customer Care and Aftersales hopes to start improving sales penetration in the fourth quarter of this year and into the first quarter of 2015. ...
Warranty Part Center Documentation - 12/19/2014
... when requested is time consuming. GM recognizes this fact and allows for up to 0.3 labour hour reimbursement for the trouble. This time is claimed by adjusting the accepted job card transaction and entering the time in the administration time labour...
For the many GM customers affected by the recent hurricanes, OnStar was able to provide emergency assistance for those without power or cell phone service. Approximately 18,500 storm related calls were received during Hurricane Irma. Connected vehicle...
Enclave Action Center - 10/23/2017
... quick resolution of any product concerns, including fit and finish, performance, operation, and customer expectations of that vehicle. It is important that warranty claims are properly submitted and processed as GM will be reviewing all claims and parts...
Grading Criteria at a Glance - 09/27/2017
... transactions did you process in the past couple of months? What was their value and was there any Customer or Service Agent Participation? The above metrics, and many more, may be found in the Global Warranty Management-Analyze Warranty tab. Select Service...
SAASR Page Two - Transaction Analysis - 08/21/2017
... parts mark up, and expenses that are not included in warranty analytics reporting are excluded (customer enthusiasm, policy, recalls, and goodwill labor operations). ...
Getting to Know the New PET - 05/22/2017
... in GlobalConnect within the Dealer Aftersales Empowerment Portal. The tool has been in use with GM Customer Assistance and in pilot with several hundred dealerships for many months, and is now active with all users. The following are a few quick tips...
Comeback Prevention Tool - 04/17/2017
The Comeback Concern Verification Sheets (CCVS) should be used on the first visit when the customer has a complicated, difficult, or intermittent condition or concern. The CCVS should be used on subsequent visits for the same condition or concern. The...
Mail Out Review Trends - 04/17/2017
... Additionally, GM states that any warranty/policy concern not expressed orally or in writing by the customer at initial write-up must be first inspected and verified by the service manager before it is added to the job card. Management’s explanation...
WPC Parts Return Program - 10/26/2016
... quality, benefiting everyone from part suppliers to service agents, but more importantly, the customers who choose to buy GM vehicles. Anyone involved with this business for any length of time has seen firsthand the quality improvements made from the...
Properly Maintaining Vehicles in Inventory - 09/27/2016
... storage and proper care of new vehicles held in dealer inventory until they are delivered to the customer." The bulletin covers battery maintenance, tire flat-spotting, TPMS, brakes, protective shipping materials, checking/cleaning windshield wipers,...
Gasoline Fuel Economy - 09/27/2016
... update the information contained within the bulletin. The bulletin is suitable for posting in the customer lounge or waiting area as it has been written with the consumer in mind. The bulletin covers the following topics: What not to doengine oil...
16NA339: Vibration Analysis - 10/26/2016
Some customers with 2015-2017 Cadillac Escalade, Chevrolet Suburban and Tahoe, and GMC Yukon vehicles may have concern with a vibration in their vehicle. This vibration may occur under specific vehicle speed or engine speed conditions. These vibrations,...
Authorization to Perform Repairs - 10/26/2016
... understanding of responsibility for all charges at the time the job card is written and while the customer is present. Any changes regarding who is responsible for the charges require service management authorization prior to repairs being completed."...
16/17 Corvette Maintenance - 04/17/2017
... change on Corvette Stingray with Z51, Grand Sport, and Z06 models equipped with dry sump systems. Customers are to follow the oil life monitoring system indicator for all future oil changes after the break-in oil change is performed. Mobil1 oil must...
Service Update Bulletin - 05/22/2017
A SUB involves the correction of new/unsold vehicles in inventory and customer vehicles that return to the dealership for any type of service, as long as the applicable warranty is in effect. A SUB addresses a non-safety related repair or installation...
Robots - 04/17/2017
... automotive companies pioneering automation, they continue to be the robotics industries largest customer. ...
Malibu - 02/17/2017
... rental car companies. In the first 11 months of the year, Chevy sold more Malibu’s to retail customers than in any year since its revival in 1996. The Malibu has outsold the Chevrolet Cruze for the first time since the Cruze arrived in 2010....
Effective Use of Authorization Codes - 02/02/2016
... advisor didn't verify if powertrain coverage applied to the repair. With the requirement to get customer participation for a policy repair, it's entirely possible that the customer paid for part of the repair that should have been completely covered...
Bulletin 02-00-89-007D - 02/02/2016
... An eligible dealer may provide crossline warranty as long as one of the following applies: 1) the customer is significantly inconvenienced and requires warranty service, 2) the vehicle was sold used by the servicing dealer, regardless of the dealer's...
2016 Camaro & Malibu - 02/02/2016
... early feedback to Engineering and Manufacturing. A successful product launch requires that customers have their vehicles returned to them as quickly as possible and identifying root cause quickly to correct product issues in a timely manner. ...
Test Drive Offer - 07/28/2016
A select group of in-market GMC owners received a complimentary oil change-test drive offer. Customers that received the offer will present a personalized peel-off card that was included in the GMC magazine. For each valid offer GM will reimburse the...
Assembly Replacement Reminder - 07/28/2016
... is required regardless of authorization for assembly replacement by a GM representative for customer satisfaction. ...
Recalls - 12/19/2014
... with the opportunity for increased traffic as well as a chance to put their best foot forward with customers. ...
Corvette Z51 and Z06 - 12/19/2014
... 500 miles of operation. Once the break-in oil change is performed and the OLM system is reset, customers should follow the OLM system for all future oil change needs. Additionally, the second printing of the 2015 Owner Manual is being updated with t...
F and I Products - 11/25/2014
... extended service contracts, tire and wheel policies, and guaranteed asset protection. GM Customer Care and Aftersales hopes to start improving sales penetration in the fourth quarter of this year and into the first quarter of 2015. ...
Warranty Part Center Documentation - 12/19/2014
... when requested is time consuming. GM recognizes this fact and allows for up to 0.3 labour hour reimbursement for the trouble. This time is claimed by adjusting the accepted job card transaction and entering the time in the administration time labour...
Recall 14294 - Ignition Key: - 10/31/2014
The declination form has been removed from the latest recall revision. The labour operation for "customer refused recall repair" has also been removed. The recall applies to certain 2010-2014 Chevrolet Camaro vehicles.
Creak or Pop Noise - 10/03/2014
2014-15 Equinox and Terrain customers may have a concern with a creak/pop type noise in the right front body area during slow speed body twist driving maneuvers. The noise is located in the front passenger foot well area. The condition may be caused by...
Sublet Repairs - 07/29/2015
... parts may be used but it must be clearly stated on the job card that the parts are not GM. The customer must be told of the non-GM parts and the warranty coverage of those parts must be explained. Sublet invoices must contain the customer's name,...
Suspected Tampering or Vehicle Modification - 03/26/2015
... The labor operation is used to reimburse the dealership for the time used to identify and document customer concerns that the dealership has determined are the result of tampering or non-GM vehicle modifications to the vehicle. ...
Consultant Dashboard and IVH - 03/26/2015
... vehicle inspection form can be accessed and the maintenance menu can be presented to the customer. GM tracks the number of times Dashboard is accessed without presenting the MPVIs and menus. Therefore, when you wish to review a vehicle history, and it...
Transmission Adaptive Functions - 09/03/2015
The bulletin addresses a customer concern with the automatic transmission, specifically a shift that feels to be too firm (harsh) or may slip or flare. The 8L90 transmission in certain 2015 vehicles makes use of an adaptive function that will help to...
Engine Misfire/Tick Noise, - 09/03/2015
Customers with certain 2014-2015 model year vehicles equipped with a 5.3L engine may comment on a malfunction indicator lamp on and/or engine misfire/tick noise. The issue may be a result of an active fuel management lifter that is mechanically collapsed ...
Air Conditioning Odor - 10/02/2015
Bulletin 99-01-39-004 addresses customer concerns with musty odors emitted from the HVAC system at vehicle start-up in hot, humid conditions. The cause of the issue may be condensate build-up on the evaporator core resulting in microbial growth...
October 2015 Recall Update - 10/02/2015
... are to replace the GCM due to a condition in which the module may not be functioning properly.Customer Satisfaction Program 14287: Engine Block Coolant Heater Seal Leaking/Power Cord Melted:This recall affects approximately 11,400 vehicles that may have...
Policy and Electronic Exchange Components - 12/01/2015
... will be provided on a no-charge exchange basis. It is not possible to change transactions from customer pay to policy after the part order has been submitted. Bulletin 08-08-44-029 ...
Cadillac Wreath - 09/04/2013
... may be eliminated for the 2015 model year. The update is due to feedback received from potential customers. Each time the emblem was tested, the wreath was seen as outdated and obsolete. The original crest was inspired from the historic family coat of...
Accessory Grille - 10/01/2013
... accessory grille (VAT) interferes with the camera. Accessory grilles that have been installed on customer vehicles must be removed and the OE grille reinstalled to correct the condition. ...
Catalytic Converters - 12/09/2013
... no flange behind the converter then the entire pipe assembly must be included. Cores returned to Customer Care and Aftersales are exempt from this requirement. ...
Midtronics GR8 Battery Tester Code now 15 Digits - 11/18/2013
... supporting documentation showing the battery was maintained while in service agent inventory for reimbursement consideration. If the vehicle has been in the service agent's inventory for more than 30 days, the WSC may also request copies of the PDI ...
Certified Elite Criteria - 11/18/2013
... dealer is required to meet all of the established thresholds. The thresholds include new vehicle customer retention of 43% or higher, dealership parts loyalty of 85%, repeat repairs less than 3% and field action closure rate of 88%. The benefits associated...
Global Labour Code Exceptions - 05/14/2013
... charge allowance is placed in the freight & postage net item field as is other miscellaneous reimbursements allowed. The new labour code is valid until August 7th. Adjustments for WPC allowances on transactions accepted after May 3rd with the new...
New Labour Operation - 12/09/2013
... is used to update the vehicle build in IVH. Installation costs for the trim panel are paid by the customer. ...
Authorization Codes - 01/10/2014
... advisor didn't verify if powertrain coverage applied to the repair. With the requirement to get customer participation for a policy repair it's entirely possible that the customer paid for part of the repair that should have been completely covered under...
Important Policy Updates - 01/10/2014
... with the date of repair, start and finish times, actual hours worked and hours sold for all customer pay, internal and warranty repairs). The article also provides specific policies for technicians who exclusively perform oil changes/tire rotations/MPI...
Ignition Switch Parts Return Request - 06/06/2014
... of the box with the Request Number visible. GM asks that requested parts are returned promptly.Reimbursement for labour and freight expenses involved in the return of the requested components should be processed by submitting an "Add Credit" to the appropriate...
Cadillac Free Vehicle Detail - 07/01/2014
Cadillac owners that were affected by customer satisfaction recall 14352 will be receiving a letter offering them a full vehicle detailing on their 2015 Cadillac Escalade any time within the next 12 months at a participating dealer. The letter instructs...
Cruze Noise on Start Up - 07/01/2014
... vehicles equipped with a 1.8L engine and manual transmission, built prior to January 10, 2014. Customers may comment on a knock noise coming from the front of the vehicle on start up. The issue may be caused by the starter not having a high enough c...
4G LTE in 2015 MY Vehicles - 06/06/2014
... access to OnStar services and a built in Wi-Fi hotspot. On June 2, it became necessary for customers purchasing a 2015 model year vehicle to accept OnStar's Terms and Conditions and Privacy Statement within 30 days of the delivery date of the vehicle....
Repeat Repair/Pyramiding - 04/03/2014
... address those areas of concern. If inaccuracies in transaction administration are found, a credit reimbursement to GM may be performed to correct the concerns. Once a dealer is involved in the SASR process, the system will continue to analyze progress...
Warranty Self-Review - 04/03/2014
... 15-20 job cards each month, reviewing them for compliance. Look for clear and concise 3 C's; customer signature; complete authorization, including signature, date, time and explanation; time documentation supporting OLH and daily time records, etc. Review...
The declination form has been removed from the latest recall revision. The labour operation for "customer refused recall repair" has also been removed. The recall applies to certain 2010-2014 Chevrolet Camaro vehicles.
Creak or Pop Noise - 10/03/2014
2014-15 Equinox and Terrain customers may have a concern with a creak/pop type noise in the right front body area during slow speed body twist driving maneuvers. The noise is located in the front passenger foot well area. The condition may be caused by...
Sublet Repairs - 07/29/2015
... parts may be used but it must be clearly stated on the job card that the parts are not GM. The customer must be told of the non-GM parts and the warranty coverage of those parts must be explained. Sublet invoices must contain the customer's name,...
Suspected Tampering or Vehicle Modification - 03/26/2015
... The labor operation is used to reimburse the dealership for the time used to identify and document customer concerns that the dealership has determined are the result of tampering or non-GM vehicle modifications to the vehicle. ...
Consultant Dashboard and IVH - 03/26/2015
... vehicle inspection form can be accessed and the maintenance menu can be presented to the customer. GM tracks the number of times Dashboard is accessed without presenting the MPVIs and menus. Therefore, when you wish to review a vehicle history, and it...
Transmission Adaptive Functions - 09/03/2015
The bulletin addresses a customer concern with the automatic transmission, specifically a shift that feels to be too firm (harsh) or may slip or flare. The 8L90 transmission in certain 2015 vehicles makes use of an adaptive function that will help to...
Engine Misfire/Tick Noise, - 09/03/2015
Customers with certain 2014-2015 model year vehicles equipped with a 5.3L engine may comment on a malfunction indicator lamp on and/or engine misfire/tick noise. The issue may be a result of an active fuel management lifter that is mechanically collapsed ...
Air Conditioning Odor - 10/02/2015
Bulletin 99-01-39-004 addresses customer concerns with musty odors emitted from the HVAC system at vehicle start-up in hot, humid conditions. The cause of the issue may be condensate build-up on the evaporator core resulting in microbial growth...
October 2015 Recall Update - 10/02/2015
... are to replace the GCM due to a condition in which the module may not be functioning properly.Customer Satisfaction Program 14287: Engine Block Coolant Heater Seal Leaking/Power Cord Melted:This recall affects approximately 11,400 vehicles that may have...
Policy and Electronic Exchange Components - 12/01/2015
... will be provided on a no-charge exchange basis. It is not possible to change transactions from customer pay to policy after the part order has been submitted. Bulletin 08-08-44-029 ...
Cadillac Wreath - 09/04/2013
... may be eliminated for the 2015 model year. The update is due to feedback received from potential customers. Each time the emblem was tested, the wreath was seen as outdated and obsolete. The original crest was inspired from the historic family coat of...
Accessory Grille - 10/01/2013
... accessory grille (VAT) interferes with the camera. Accessory grilles that have been installed on customer vehicles must be removed and the OE grille reinstalled to correct the condition. ...
Catalytic Converters - 12/09/2013
... no flange behind the converter then the entire pipe assembly must be included. Cores returned to Customer Care and Aftersales are exempt from this requirement. ...
Midtronics GR8 Battery Tester Code now 15 Digits - 11/18/2013
... supporting documentation showing the battery was maintained while in service agent inventory for reimbursement consideration. If the vehicle has been in the service agent's inventory for more than 30 days, the WSC may also request copies of the PDI ...
Certified Elite Criteria - 11/18/2013
... dealer is required to meet all of the established thresholds. The thresholds include new vehicle customer retention of 43% or higher, dealership parts loyalty of 85%, repeat repairs less than 3% and field action closure rate of 88%. The benefits associated...
Global Labour Code Exceptions - 05/14/2013
... charge allowance is placed in the freight & postage net item field as is other miscellaneous reimbursements allowed. The new labour code is valid until August 7th. Adjustments for WPC allowances on transactions accepted after May 3rd with the new...
New Labour Operation - 12/09/2013
... is used to update the vehicle build in IVH. Installation costs for the trim panel are paid by the customer. ...
Authorization Codes - 01/10/2014
... advisor didn't verify if powertrain coverage applied to the repair. With the requirement to get customer participation for a policy repair it's entirely possible that the customer paid for part of the repair that should have been completely covered under...
Important Policy Updates - 01/10/2014
... with the date of repair, start and finish times, actual hours worked and hours sold for all customer pay, internal and warranty repairs). The article also provides specific policies for technicians who exclusively perform oil changes/tire rotations/MPI...
Ignition Switch Parts Return Request - 06/06/2014
... of the box with the Request Number visible. GM asks that requested parts are returned promptly.Reimbursement for labour and freight expenses involved in the return of the requested components should be processed by submitting an "Add Credit" to the appropriate...
Cadillac Free Vehicle Detail - 07/01/2014
Cadillac owners that were affected by customer satisfaction recall 14352 will be receiving a letter offering them a full vehicle detailing on their 2015 Cadillac Escalade any time within the next 12 months at a participating dealer. The letter instructs...
Cruze Noise on Start Up - 07/01/2014
... vehicles equipped with a 1.8L engine and manual transmission, built prior to January 10, 2014. Customers may comment on a knock noise coming from the front of the vehicle on start up. The issue may be caused by the starter not having a high enough c...
4G LTE in 2015 MY Vehicles - 06/06/2014
... access to OnStar services and a built in Wi-Fi hotspot. On June 2, it became necessary for customers purchasing a 2015 model year vehicle to accept OnStar's Terms and Conditions and Privacy Statement within 30 days of the delivery date of the vehicle....
Repeat Repair/Pyramiding - 04/03/2014
... address those areas of concern. If inaccuracies in transaction administration are found, a credit reimbursement to GM may be performed to correct the concerns. Once a dealer is involved in the SASR process, the system will continue to analyze progress...
Warranty Self-Review - 04/03/2014
... 15-20 job cards each month, reviewing them for compliance. Look for clear and concise 3 C's; customer signature; complete authorization, including signature, date, time and explanation; time documentation supporting OLH and daily time records, etc. Review...
Missing Harness - 04/03/2014
... list of involved vehicles in dealer inventory. Arrangements must be made to provide the dealer or customer with the harness for those vehicles that have sold or dealer traded. ...
Diesel Engine Block Heater Cord - 07/27/2021
Customer Satisfaction Recall N192264210 Enable Diesel Engine Block Heater Cord and Safety Recall N182206310 Diesel Engine Block Heater Cord have both been closed by GM. VINs that were in “open” status in the recall population were moved to ...
Charging Networks - 05/26/2021
GM has signed agreements to partner with seven charging networks to offer customers access to 60,000 charging plugs in the US and Canada, one of several steps the automaker is taking to make charging EV’s easier. GM has already partnered with charging...
Tire Warranty Reminder - 05/26/2021
... adjustment basis. Tire proration policies and percentages also apply to tires replaced under Customer Enthusiasm and tires that were damaged as a result of a warrantable vehicle component. Bulletin 20-NA-159...
TPMS Learn - 07/27/2021
... learn, with documentation of the WCC required. When the learn procedure is not performed the customer may experience a TPM sensor warning message on the DIC shortly after delivery. The TPM sensor learn is included in the PDI labor operation, therefore...
OE 12V Battery Failure Beyond B2B Warranty - 10/01/2021
There is no extended coverage available as the OE battery is only warranted for the term of the B2B warranty. The customer would be responsible for the replacement cost associated with the battery. Battery replacements are not eligible for Policy Dec...
STS Thresholds - 02/25/2021
Recognizing that low technician training can contribute to customer dissatisfaction and warranty waste, GM is continuing quarterly STS thresholds that dealers must achieve to maintain self-authorization empowerment with claims involving OLH and repeat...
Components and Services with Limited Coverage - 12/29/2020
... ever open their owner’s manual, it is usually up to the service advisors to inform their customers as to what is covered and what is not during write up. There is a statement in the Policies and Procedures manual that states: There is to be a clear...
Service Update Bulletin N202319660 - 12/29/2020
... vehicles. The bulletin specifically calls out the process of inspecting involved vehicles prior to customers taking delivery. Dealers are advised to make the effort to complete the inspection process on all eligible vehicles. The SUB expires on Nove...
ELW and EFM - 10/27/2020
When a customer purchases a new Chevrolet, Buick, GMC, or Cadillac vehicle they can select a longer bumper to bumper limited warranty: the optional Extended Limited Warranty (ELW). ELW provides coverage for Chevrolet, GMC, and 2020MY and new Buick vehicles...
Warranty Parts Center Bulletin Update - 09/22/2020
... of the bulletin provides an updated phone number for the WPC when it is necessary to contact customer assistance for assistance with returning one of a kind parts for specific engineering analysis. These Special Part Requests may not have been identified...
September 2020 Recall Update - 08/25/2020
... The recall was revised to instruct technician to not deploy the roof rail airbag(s) after removal. Customer Satisfaction Recall A202309280 Oil Leak at Plugs of Drive Unit Assembly: A total of 683 vehicles are included in the recall program. The recall...
Anatomy of a Reject - 08/25/2020
... two components, a right and left side, with one labor operation and OLH? In those cases where the customer has a concern with defects on both the left and the right-side component (or front/rear), where one side did not cause the other side to fail,...
Mail Out Review Trends: Add On Repairs - 07/30/2020
... date, time, and explanation) must be present on the hard copy, as well as the date and time the customer provided permission. Management authorization is required prior to repairs being performed. A separate technician recording is also necessary for...
Mail Out Review Trends: Weak 3 C's - 07/30/2020
... time, OLH, and additional labor time, as well as supporting the failure as a warrantable defect or Customer Enthusiasm....
Service Department - 07/30/2020
The number of customers that are delaying getting their vehicle serviced or repaired due to concerns about the coronavirus continue to fall from a high of 40% in April according to a Cox Automotive Study. Of those consumers surveyed in mid-May only 28%...
Pick-up/Delivery - 07/30/2020
Dealerships that are offering vehicle pick-up and delivery for service visits are seeing increased customer satisfaction, higher retention rates, bigger profits from higher dollar repair orders, more technician labor hours sold, and smoother and more...
Electric Delivery Van - 06/23/2020
An electric delivery van project, code named BV1, is planned for introduction by 2023. The van is aimed at commercial customers and will be built at its Detroit-Hamtramck plant. The plant is in the process of being converted into a fully electric vehicle...
Empowerment - 06/23/2020
GM provides service agents with the ability to make case by case empowerment decisions on behalf of the customer to ensure that they are satisfied, remain loyal to their vehicle brand, and to the dealership. Standards and guidelines have been put in place...
Video - 04/29/2020
Highly detailed, narrated videos can help customers see what needs to be replaced or fixed on their vehicles. Dealerships are using the multimedia to increase repair approvals, avoid potential litigation, and enable house calls during the pandemic.
Courtesy Transportation: - 12/02/2019
... viewed as a rental or loan and the dealership will forfeit its various protections. While the customer does not have to be removed from the vehicle, the dealer must execute and sign a new Vehicle-Use Agreement. The current parts shortage does not excuse...
Wheel Alignments - 02/27/2020
... updated to include the 2017-2020 model year vehicles. The bulletin provides recommendations for customer concerns related to wheel alignment. The bulletin contains a wheel alignment job card questionnaire that is to be completed with vehicles that have...
Non-GM Part - 08/27/2019
... surrounding the use of the non-GM part. Furthermore, the service agent must provide the customer with written disclosure prior to the sale or service, detailing that the parts or accessories are not marketed or warranted by GM....
Rearview Visibility - 08/27/2019
... in 2007 for 350,000 units. The supplier now makes about 12 million cameras a year for many customers....
Parts Processing Center - 08/27/2019
... the country. The RDC’s then ship the parts to dealers for warranty and service work on customer vehicles....
... list of involved vehicles in dealer inventory. Arrangements must be made to provide the dealer or customer with the harness for those vehicles that have sold or dealer traded. ...
Diesel Engine Block Heater Cord - 07/27/2021
Customer Satisfaction Recall N192264210 Enable Diesel Engine Block Heater Cord and Safety Recall N182206310 Diesel Engine Block Heater Cord have both been closed by GM. VINs that were in “open” status in the recall population were moved to ...
Charging Networks - 05/26/2021
GM has signed agreements to partner with seven charging networks to offer customers access to 60,000 charging plugs in the US and Canada, one of several steps the automaker is taking to make charging EV’s easier. GM has already partnered with charging...
Tire Warranty Reminder - 05/26/2021
... adjustment basis. Tire proration policies and percentages also apply to tires replaced under Customer Enthusiasm and tires that were damaged as a result of a warrantable vehicle component. Bulletin 20-NA-159...
TPMS Learn - 07/27/2021
... learn, with documentation of the WCC required. When the learn procedure is not performed the customer may experience a TPM sensor warning message on the DIC shortly after delivery. The TPM sensor learn is included in the PDI labor operation, therefore...
OE 12V Battery Failure Beyond B2B Warranty - 10/01/2021
There is no extended coverage available as the OE battery is only warranted for the term of the B2B warranty. The customer would be responsible for the replacement cost associated with the battery. Battery replacements are not eligible for Policy Dec...
STS Thresholds - 02/25/2021
Recognizing that low technician training can contribute to customer dissatisfaction and warranty waste, GM is continuing quarterly STS thresholds that dealers must achieve to maintain self-authorization empowerment with claims involving OLH and repeat...
Components and Services with Limited Coverage - 12/29/2020
... ever open their owner’s manual, it is usually up to the service advisors to inform their customers as to what is covered and what is not during write up. There is a statement in the Policies and Procedures manual that states: There is to be a clear...
Service Update Bulletin N202319660 - 12/29/2020
... vehicles. The bulletin specifically calls out the process of inspecting involved vehicles prior to customers taking delivery. Dealers are advised to make the effort to complete the inspection process on all eligible vehicles. The SUB expires on Nove...
ELW and EFM - 10/27/2020
When a customer purchases a new Chevrolet, Buick, GMC, or Cadillac vehicle they can select a longer bumper to bumper limited warranty: the optional Extended Limited Warranty (ELW). ELW provides coverage for Chevrolet, GMC, and 2020MY and new Buick vehicles...
Warranty Parts Center Bulletin Update - 09/22/2020
... of the bulletin provides an updated phone number for the WPC when it is necessary to contact customer assistance for assistance with returning one of a kind parts for specific engineering analysis. These Special Part Requests may not have been identified...
September 2020 Recall Update - 08/25/2020
... The recall was revised to instruct technician to not deploy the roof rail airbag(s) after removal. Customer Satisfaction Recall A202309280 Oil Leak at Plugs of Drive Unit Assembly: A total of 683 vehicles are included in the recall program. The recall...
Anatomy of a Reject - 08/25/2020
... two components, a right and left side, with one labor operation and OLH? In those cases where the customer has a concern with defects on both the left and the right-side component (or front/rear), where one side did not cause the other side to fail,...
Mail Out Review Trends: Add On Repairs - 07/30/2020
... date, time, and explanation) must be present on the hard copy, as well as the date and time the customer provided permission. Management authorization is required prior to repairs being performed. A separate technician recording is also necessary for...
Mail Out Review Trends: Weak 3 C's - 07/30/2020
... time, OLH, and additional labor time, as well as supporting the failure as a warrantable defect or Customer Enthusiasm....
Service Department - 07/30/2020
The number of customers that are delaying getting their vehicle serviced or repaired due to concerns about the coronavirus continue to fall from a high of 40% in April according to a Cox Automotive Study. Of those consumers surveyed in mid-May only 28%...
Pick-up/Delivery - 07/30/2020
Dealerships that are offering vehicle pick-up and delivery for service visits are seeing increased customer satisfaction, higher retention rates, bigger profits from higher dollar repair orders, more technician labor hours sold, and smoother and more...
Electric Delivery Van - 06/23/2020
An electric delivery van project, code named BV1, is planned for introduction by 2023. The van is aimed at commercial customers and will be built at its Detroit-Hamtramck plant. The plant is in the process of being converted into a fully electric vehicle...
Empowerment - 06/23/2020
GM provides service agents with the ability to make case by case empowerment decisions on behalf of the customer to ensure that they are satisfied, remain loyal to their vehicle brand, and to the dealership. Standards and guidelines have been put in place...
Video - 04/29/2020
Highly detailed, narrated videos can help customers see what needs to be replaced or fixed on their vehicles. Dealerships are using the multimedia to increase repair approvals, avoid potential litigation, and enable house calls during the pandemic.
Courtesy Transportation: - 12/02/2019
... viewed as a rental or loan and the dealership will forfeit its various protections. While the customer does not have to be removed from the vehicle, the dealer must execute and sign a new Vehicle-Use Agreement. The current parts shortage does not excuse...
Wheel Alignments - 02/27/2020
... updated to include the 2017-2020 model year vehicles. The bulletin provides recommendations for customer concerns related to wheel alignment. The bulletin contains a wheel alignment job card questionnaire that is to be completed with vehicles that have...
Non-GM Part - 08/27/2019
... surrounding the use of the non-GM part. Furthermore, the service agent must provide the customer with written disclosure prior to the sale or service, detailing that the parts or accessories are not marketed or warranted by GM....
Rearview Visibility - 08/27/2019
... in 2007 for 350,000 units. The supplier now makes about 12 million cameras a year for many customers....
Parts Processing Center - 08/27/2019
... the country. The RDC’s then ship the parts to dealers for warranty and service work on customer vehicles....
Sierra AT4 - 09/24/2019
The Sierra AT4 edition appeals to a new group of buyers; customers that are on average eight years younger than typical Denali buyers. The Sierra AT4 is an understated, matte-accented truck that’s a departure from the Denali edition. The AT4 trim...
Bulletin Tip - 10/23/2019
Bulletin 19-NA-078 addresses customer concerns with Michelin Premier LTX tires not meeting tread depth expectations, or wearing out too quickly. The bulletin affects certain 2017-19 Buick Envision and Cadillac XT5, 2018-19 Chevrolet Equinox, 2017-18 GMC...
Paint Blend Time - 10/23/2019
Warranty paint repairs may be necessary when there is a problem with the paint on your customer’s vehicle. GM describes a paint defect as thin or mottled paint, off color, rub through, dirt, paint runs, etc, that does not respond to finessing, sanding,...
Engine and Transmission Assembly Replacement - 10/23/2019
... pre-approval through the Empowerment Portal in certain situations, including replacements for customer satisfaction (when no defect is found), or when an assembly is replaced when it is not the most economical repair. The four labor operations that require...
The Fundamentals - 05/29/2019
... following “tips” are key aspects of the foundation of a warranty transaction. If the customer signature is not obtained at time of job card write up, service management is required to sign/authorize on the Authorization to Perform Repairs...
Production - 12/19/2018
... Volt through 2019. With the demise of many compact sedans, automakers and dealers expect that customers will move toward the subcompact crossover segment....
Properly Maintaining Vehicles in Inventory - 02/21/2019
... responsible for the storage and proper care of new vehicles while in dealer inventory, until the customer takes delivery. Damage or deterioration, resulting from improper storage, is not covered by the New Vehicle Warranty. The dealer must maintain the...
Suspected Tampering or Modifications - 03/27/2019
... when tampering and/or non-GM vehicle modifications are suspected as the root cause for the customer concern....
California Emissions - 03/27/2019
... state. The vehicle must be registered in a qualifying state at the time of part failure for the customer to be eligible for the warranty coverage shown. If the vehicle is no longer registered in a qualifying state, emissions component coverage reverts...
EV Charging - 01/21/2019
... with the networks for their integration into the myChevrolet app. This will allow Bolt EV customers access to real time data on whether the station is working, available, and compatible with the Bolt EV. GM also plans to create an app interface...
Unavailable Original Equipment Part - 01/21/2019
... clearly document on the job card the circumstances surrounding why non-GM parts were used. The customer must be provided with written disclosure, prior to the sale or service, that the parts are not marketed or warranted by GM...
Part Warranty Start Date - 06/26/2023
Part warranty transactions occur when a customer purchases a part over-the-counter or has that part installed at the dealership. The standard part warranty is 24 months, unlimited mileage. There are exceptions with some part warranty coverages outlined...
Supporting Documentation - 05/23/2023
... job cards, copies of sublet invoices, battery warranty code and test report printout, alternative customer signature document, accounts payable records including sublet and towing etc. Refer to Service Policies & Procedures Article 6.5 for the comprehensive...
Apple CarPlay and Android Auto - 04/25/2023
... plans to build in infotainment systems developed by Google. This will allow GM to collect its customers’ data more easily. ...
Ultium PowerUP Charge Station - 08/29/2023
... Warranty. The labor cost for electrical diagnosis, removal or installation is not covered. If the customer experiences a failure within the 3-year warranty period, the dealer may not submit labor-related charges in GWM with the parts warranty claim....
Policies & Procedures 2024 Update - 01/29/2024
... out the updates to Articles 4.3 Roadside Assistance Program, 4.8 Cross-Line Warranty, 5.1 Reimbursement to Service Agent for Repairs Performed Under Warranty, and 6.3 GM Labor Operations and Times in the Service Technical Notes, Warranty Tips and articles...
Emissions Warranty Coverage - 09/25/2023
... of IVH, the vehicle must be registered in a qualifying state at the time of part failure for the customer to be eligible for the warranty shown. If the vehicle is no longer registered in a qualifying state, emissions component coverage reverts to Federal...
High Voltage Li-ion Propulsion Battery - 09/25/2023
... as an exchange from the BSC that owns the replacement battery. The battery removed from the customer’s vehicle must be returned within 30 days of the dealer receiving the replacement battery; if not returned within 30 days, the dealer receives...
CarBravo Training - 10/26/2023
... course. The training provides an understanding of the scope of warranties offered to all CarBravo customers and the process for completing the steps associated with a CarBravo warranty claim. ...
Most Common Audit Deviations - 09/25/2023
... found during audits. The following are the most commonly found audit deviations: Missed Customer Authorization to Proceed with Repairs: If the service advisor fails to get the customer’s signature at write up, service management must sign, date,...
Add On Repair Report - 09/25/2023
An add on repair is defined as any warranty/policy concern not expressed orally or in writing by the customer at initial write-up. Job cards with add on repair lines are frequently included in Electronic Warranty Reviews by GM Audit Services. With...
Reminder! Option C Labor Rate Dealers - 01/29/2024
Have you noticed that the labor reimbursement on your warranty claims is more than what is closed on the job card and not sure why there is a discrepancy? Effective on January 1, 2024, dealers who enrolled or are continuing in the Option C Warranty Labor...
Reject of the Month - January 2024 - 12/26/2023
... that the tank required replacement a second time. The original job card was closed as customer pay and a new part warranty job card opened. The technician noted on the original, customer pay invoice, that the vehicle was stuck at 4 mph and could...
Third Party Labor Time Guide - 01/29/2024
... Service Policies & Procedures manual: Where permitted by state statute, a dealer may seek reimbursement using time from a third-party time guide. In such instances, the dealer must submit with their warranty claim a copy of the applicable published...
SAVI Dongle Warranty Process - 03/23/2024
GM SAVI dongles come with a two-year warranty. Techline Customer Support Center will validate if the unit is defective by going through testing with the user, and if defective, will facilitate a replacement. If the dongle falls within the warranty time...
The Sierra AT4 edition appeals to a new group of buyers; customers that are on average eight years younger than typical Denali buyers. The Sierra AT4 is an understated, matte-accented truck that’s a departure from the Denali edition. The AT4 trim...
Bulletin Tip - 10/23/2019
Bulletin 19-NA-078 addresses customer concerns with Michelin Premier LTX tires not meeting tread depth expectations, or wearing out too quickly. The bulletin affects certain 2017-19 Buick Envision and Cadillac XT5, 2018-19 Chevrolet Equinox, 2017-18 GMC...
Paint Blend Time - 10/23/2019
Warranty paint repairs may be necessary when there is a problem with the paint on your customer’s vehicle. GM describes a paint defect as thin or mottled paint, off color, rub through, dirt, paint runs, etc, that does not respond to finessing, sanding,...
Engine and Transmission Assembly Replacement - 10/23/2019
... pre-approval through the Empowerment Portal in certain situations, including replacements for customer satisfaction (when no defect is found), or when an assembly is replaced when it is not the most economical repair. The four labor operations that require...
The Fundamentals - 05/29/2019
... following “tips” are key aspects of the foundation of a warranty transaction. If the customer signature is not obtained at time of job card write up, service management is required to sign/authorize on the Authorization to Perform Repairs...
Production - 12/19/2018
... Volt through 2019. With the demise of many compact sedans, automakers and dealers expect that customers will move toward the subcompact crossover segment....
Properly Maintaining Vehicles in Inventory - 02/21/2019
... responsible for the storage and proper care of new vehicles while in dealer inventory, until the customer takes delivery. Damage or deterioration, resulting from improper storage, is not covered by the New Vehicle Warranty. The dealer must maintain the...
Suspected Tampering or Modifications - 03/27/2019
... when tampering and/or non-GM vehicle modifications are suspected as the root cause for the customer concern....
California Emissions - 03/27/2019
... state. The vehicle must be registered in a qualifying state at the time of part failure for the customer to be eligible for the warranty coverage shown. If the vehicle is no longer registered in a qualifying state, emissions component coverage reverts...
EV Charging - 01/21/2019
... with the networks for their integration into the myChevrolet app. This will allow Bolt EV customers access to real time data on whether the station is working, available, and compatible with the Bolt EV. GM also plans to create an app interface...
Unavailable Original Equipment Part - 01/21/2019
... clearly document on the job card the circumstances surrounding why non-GM parts were used. The customer must be provided with written disclosure, prior to the sale or service, that the parts are not marketed or warranted by GM...
Part Warranty Start Date - 06/26/2023
Part warranty transactions occur when a customer purchases a part over-the-counter or has that part installed at the dealership. The standard part warranty is 24 months, unlimited mileage. There are exceptions with some part warranty coverages outlined...
Supporting Documentation - 05/23/2023
... job cards, copies of sublet invoices, battery warranty code and test report printout, alternative customer signature document, accounts payable records including sublet and towing etc. Refer to Service Policies & Procedures Article 6.5 for the comprehensive...
Apple CarPlay and Android Auto - 04/25/2023
... plans to build in infotainment systems developed by Google. This will allow GM to collect its customers’ data more easily. ...
Ultium PowerUP Charge Station - 08/29/2023
... Warranty. The labor cost for electrical diagnosis, removal or installation is not covered. If the customer experiences a failure within the 3-year warranty period, the dealer may not submit labor-related charges in GWM with the parts warranty claim....
Policies & Procedures 2024 Update - 01/29/2024
... out the updates to Articles 4.3 Roadside Assistance Program, 4.8 Cross-Line Warranty, 5.1 Reimbursement to Service Agent for Repairs Performed Under Warranty, and 6.3 GM Labor Operations and Times in the Service Technical Notes, Warranty Tips and articles...
Emissions Warranty Coverage - 09/25/2023
... of IVH, the vehicle must be registered in a qualifying state at the time of part failure for the customer to be eligible for the warranty shown. If the vehicle is no longer registered in a qualifying state, emissions component coverage reverts to Federal...
High Voltage Li-ion Propulsion Battery - 09/25/2023
... as an exchange from the BSC that owns the replacement battery. The battery removed from the customer’s vehicle must be returned within 30 days of the dealer receiving the replacement battery; if not returned within 30 days, the dealer receives...
CarBravo Training - 10/26/2023
... course. The training provides an understanding of the scope of warranties offered to all CarBravo customers and the process for completing the steps associated with a CarBravo warranty claim. ...
Most Common Audit Deviations - 09/25/2023
... found during audits. The following are the most commonly found audit deviations: Missed Customer Authorization to Proceed with Repairs: If the service advisor fails to get the customer’s signature at write up, service management must sign, date,...
Add On Repair Report - 09/25/2023
An add on repair is defined as any warranty/policy concern not expressed orally or in writing by the customer at initial write-up. Job cards with add on repair lines are frequently included in Electronic Warranty Reviews by GM Audit Services. With...
Reminder! Option C Labor Rate Dealers - 01/29/2024
Have you noticed that the labor reimbursement on your warranty claims is more than what is closed on the job card and not sure why there is a discrepancy? Effective on January 1, 2024, dealers who enrolled or are continuing in the Option C Warranty Labor...
Reject of the Month - January 2024 - 12/26/2023
... that the tank required replacement a second time. The original job card was closed as customer pay and a new part warranty job card opened. The technician noted on the original, customer pay invoice, that the vehicle was stuck at 4 mph and could...
Third Party Labor Time Guide - 01/29/2024
... Service Policies & Procedures manual: Where permitted by state statute, a dealer may seek reimbursement using time from a third-party time guide. In such instances, the dealer must submit with their warranty claim a copy of the applicable published...
SAVI Dongle Warranty Process - 03/23/2024
GM SAVI dongles come with a two-year warranty. Techline Customer Support Center will validate if the unit is defective by going through testing with the user, and if defective, will facilitate a replacement. If the dongle falls within the warranty time...
Included Maintenance - 02/26/2024
Maintenance Program reimbursement rates for specific vehicles increased effective with job cards opened on or after February 1, 2024. The program provides one included maintenance visit within the first 12 months of vehicle ownership. (The Corvette receives...
Chevrolet Blazer EV - 02/26/2024
... These updates are important to not only correct issues but also enhance vehicle functions. If a customer owned 2024 Chevrolet Blazer EV is brought in for services, it is recommended to check for available software updates. ...
Bidirectional Charging - 03/28/2022
... take place this summer in San Francisco. It is anticipated that the pilot will be open to larger customer trials by the end of the year. ...
Digital Manuals - 07/27/2022
... for 2023 model year vehicles. Digital manuals support GM’s Zero-Zero-Zero vision and provide customers with the latest information in a searchable format. Warranty manuals for most vehicles will be available on the brands website, e.g. www.chevrolet.com...
Super Cruise - 08/22/2022
... in the fourth quarter, and it will be delivered via an over the air update to current Super Cruise customers with a 2021 or 2022 model. ...
Wildcat - 06/20/2022
Buick provided customers and dealers with an indication of its future design philosophy with the Wildcat electric vehicle concept unveiled in early June. As Buick moves toward an all-electric lineup by 2030, vehicles will have a more sculptural look,...
Authorized Dealer - 10/26/2021
If a customer with a Chevrolet electric vehicle contacts a non-participating dealer or dealer that has not yet met all training, tool, and equipment requirements for service, they should be directed to Chevrolet.com or 1-833-EVCHEVY to find a participating...
12V Battery Job Aid - 12/01/2021
... replacements under the New Vehicle Bumper to Bumper Warranty. Once the B2B warranty expires, the customer is responsible for battery repairs/replacements. Policy adjustments are strictly prohibited. Reference Number 202111080001...
Goodwill Tool - 01/03/2022
... dealers are advised to consider My GM Rewards points instead to resolve issues and establish customer goodwill. Refer to the Dealer Empowerment Guide for a full list of available Goodwill Tools. ...
CarBravo - 01/27/2022
... spring. The shopping platform is designed to boost used vehicles sales through GM dealerships. Customers will be offered more choice and access to shop significantly expanded inventories of both the dealer and a national central stock of GM used vehicles....
February 2022 Recall Update - 01/27/2022
... Airbag Takata Inflator-Priority Group 10: The recall has been updated to include a copy of the customer letter. The recall affects certain 2010-13 Cadillac Escalade EXT, Chevrolet Avalanche, Silverado 1500, GMC Sierra 1500, 2010-14 Cadillac Escalade,...
Mismatched Spare Tire Recall - 01/27/2022
... review the recall bulletin for specific details. This recall has specific requirements should the customer decline this repair and if they do, dealers are to complete the Field Action Status Change Form Specific to Safety Recall N212329780. The form...
Emission Control Systems Warranties - 09/26/2022
... applies if a vehicle is registered in one of the California emissions states. For example, if a customer bought their vehicle in Pennsylvania, but they live in Ohio, the emissions warranty coverage shown in IVH would not apply since the vehicle is registered...
Reject of the Month - October 2022 - 09/26/2022
... and the transmission cooler lines were all leaking. The vehicle was repaired and handled as customer pay. The vehicle returned in June 2022 with an oil leak concern. The technician noted the cause of failure, “leaking oil” and replaced...
Job Card Reprints - 08/22/2022
When utilizing reprints, dealers must retain the original hard copy with customer signature at the time of original write up. A signed reprint without the original job card is non-compliant. In the case of lost or damaged original job card, the reprint...
Goodwill - 11/22/2022
Goodwill tools are used to offset customer inconvenience/dissatisfaction or to offer additional protection and peace of mind. Goodwill is not an expense to cover a vehicle repair. Eleven different options are available for goodwill assistance.
Heritage Center - 10/28/2022
... The move will take place in phases as GM renovates the Grand Blanc facility, which was once the Customer Care and Aftersales Headquarters. The approximate 900 employees were moved from the CC&A offices in March 2021 to the Global Technical Center...
2024 Chevrolet Trax - 10/28/2022
The 2024 Chevrolet Trax is a new, technology-forward choice for customers seeking the practicality of a compact car and the utility of a SUV. It is larger than today’s Trax and provides more space for passengers and cargo. The new ACTIV edition...
New Unit - 10/28/2022
... called GM Energy that will house EV related products and services for residential and commercial customers. GM Energy is comprised of the new Ultium Home and Ultium Commercial lines, which share branding with the signature battery platform, and including...
Ultium PowerUP Warranty - 02/28/2023
... The chargers are Electric Vehicle drive motor battery chargers designed to be installed in a customer’s home. The chargers are covered under the terms of a 3-year limited parts warranty from the date of purchase, valid only for the original purchaser,...
Hummer EV SUV - 02/28/2023
GM began production of the 2024 Hummer EV SUV in late January. It is anticipated that customers will begin to receive deliveries at the end of the first quarter. The SUV is based off of GM’s new Ultium EV platform.
Technical Assistance - 03/23/2023
... technician documentation. There are times when TAC advises a repair that doesn’t correct the customer’s concern and a second contact is made. This is when it is very important to understand why that repair was recommended. A warranty transaction...
Cadillac LYRIQ - 02/28/2023
... adequate charge ensures that the new vehicle is immediately ready for demonstration drives and/or customer delivery. ...
New Goodwill Tool - 03/23/2023
The new GM Protection EV Pre-Paid Maintenance Plan is a Goodwill Tool that is now available for EV customers that offers three plan levels and provides maintenance coverage for 36 months.
Emerging Issues - 01/24/2023
... icon in the lower left corner of the screen. Emerging Issues hopes to help consultants identify customer concerns that may not require a trip to the service bay. ...
Maintenance Program reimbursement rates for specific vehicles increased effective with job cards opened on or after February 1, 2024. The program provides one included maintenance visit within the first 12 months of vehicle ownership. (The Corvette receives...
Chevrolet Blazer EV - 02/26/2024
... These updates are important to not only correct issues but also enhance vehicle functions. If a customer owned 2024 Chevrolet Blazer EV is brought in for services, it is recommended to check for available software updates. ...
Bidirectional Charging - 03/28/2022
... take place this summer in San Francisco. It is anticipated that the pilot will be open to larger customer trials by the end of the year. ...
Digital Manuals - 07/27/2022
... for 2023 model year vehicles. Digital manuals support GM’s Zero-Zero-Zero vision and provide customers with the latest information in a searchable format. Warranty manuals for most vehicles will be available on the brands website, e.g. www.chevrolet.com...
Super Cruise - 08/22/2022
... in the fourth quarter, and it will be delivered via an over the air update to current Super Cruise customers with a 2021 or 2022 model. ...
Wildcat - 06/20/2022
Buick provided customers and dealers with an indication of its future design philosophy with the Wildcat electric vehicle concept unveiled in early June. As Buick moves toward an all-electric lineup by 2030, vehicles will have a more sculptural look,...
Authorized Dealer - 10/26/2021
If a customer with a Chevrolet electric vehicle contacts a non-participating dealer or dealer that has not yet met all training, tool, and equipment requirements for service, they should be directed to Chevrolet.com or 1-833-EVCHEVY to find a participating...
12V Battery Job Aid - 12/01/2021
... replacements under the New Vehicle Bumper to Bumper Warranty. Once the B2B warranty expires, the customer is responsible for battery repairs/replacements. Policy adjustments are strictly prohibited. Reference Number 202111080001...
Goodwill Tool - 01/03/2022
... dealers are advised to consider My GM Rewards points instead to resolve issues and establish customer goodwill. Refer to the Dealer Empowerment Guide for a full list of available Goodwill Tools. ...
CarBravo - 01/27/2022
... spring. The shopping platform is designed to boost used vehicles sales through GM dealerships. Customers will be offered more choice and access to shop significantly expanded inventories of both the dealer and a national central stock of GM used vehicles....
February 2022 Recall Update - 01/27/2022
... Airbag Takata Inflator-Priority Group 10: The recall has been updated to include a copy of the customer letter. The recall affects certain 2010-13 Cadillac Escalade EXT, Chevrolet Avalanche, Silverado 1500, GMC Sierra 1500, 2010-14 Cadillac Escalade,...
Mismatched Spare Tire Recall - 01/27/2022
... review the recall bulletin for specific details. This recall has specific requirements should the customer decline this repair and if they do, dealers are to complete the Field Action Status Change Form Specific to Safety Recall N212329780. The form...
Emission Control Systems Warranties - 09/26/2022
... applies if a vehicle is registered in one of the California emissions states. For example, if a customer bought their vehicle in Pennsylvania, but they live in Ohio, the emissions warranty coverage shown in IVH would not apply since the vehicle is registered...
Reject of the Month - October 2022 - 09/26/2022
... and the transmission cooler lines were all leaking. The vehicle was repaired and handled as customer pay. The vehicle returned in June 2022 with an oil leak concern. The technician noted the cause of failure, “leaking oil” and replaced...
Job Card Reprints - 08/22/2022
When utilizing reprints, dealers must retain the original hard copy with customer signature at the time of original write up. A signed reprint without the original job card is non-compliant. In the case of lost or damaged original job card, the reprint...
Goodwill - 11/22/2022
Goodwill tools are used to offset customer inconvenience/dissatisfaction or to offer additional protection and peace of mind. Goodwill is not an expense to cover a vehicle repair. Eleven different options are available for goodwill assistance.
Heritage Center - 10/28/2022
... The move will take place in phases as GM renovates the Grand Blanc facility, which was once the Customer Care and Aftersales Headquarters. The approximate 900 employees were moved from the CC&A offices in March 2021 to the Global Technical Center...
2024 Chevrolet Trax - 10/28/2022
The 2024 Chevrolet Trax is a new, technology-forward choice for customers seeking the practicality of a compact car and the utility of a SUV. It is larger than today’s Trax and provides more space for passengers and cargo. The new ACTIV edition...
New Unit - 10/28/2022
... called GM Energy that will house EV related products and services for residential and commercial customers. GM Energy is comprised of the new Ultium Home and Ultium Commercial lines, which share branding with the signature battery platform, and including...
Ultium PowerUP Warranty - 02/28/2023
... The chargers are Electric Vehicle drive motor battery chargers designed to be installed in a customer’s home. The chargers are covered under the terms of a 3-year limited parts warranty from the date of purchase, valid only for the original purchaser,...
Hummer EV SUV - 02/28/2023
GM began production of the 2024 Hummer EV SUV in late January. It is anticipated that customers will begin to receive deliveries at the end of the first quarter. The SUV is based off of GM’s new Ultium EV platform.
Technical Assistance - 03/23/2023
... technician documentation. There are times when TAC advises a repair that doesn’t correct the customer’s concern and a second contact is made. This is when it is very important to understand why that repair was recommended. A warranty transaction...
Cadillac LYRIQ - 02/28/2023
... adequate charge ensures that the new vehicle is immediately ready for demonstration drives and/or customer delivery. ...
New Goodwill Tool - 03/23/2023
The new GM Protection EV Pre-Paid Maintenance Plan is a Goodwill Tool that is now available for EV customers that offers three plan levels and provides maintenance coverage for 36 months.
Emerging Issues - 01/24/2023
... icon in the lower left corner of the screen. Emerging Issues hopes to help consultants identify customer concerns that may not require a trip to the service bay. ...
Service Information - 01/04/2023
Rather than just using SI to search for relevant publications when the technician needs help in diagnosing a customer concern, GM recommends a more proactive approach by reviewing newly released PI’s, bulletins, and campaigns on a weekly basis....
Assembly Replacement - 01/24/2023
... to all US dealers for engine and transmission assembly replacement under warranty, policy, and customer enthusiasm....
Ultium PowerUp Level 2 Home Charger - 01/05/2023
... The chargers are Electric Vehicle drive motor battery chargers designed to be installed in a customer’s home. The warranty is only valid for the original purchaser and is not transferable. Warranty eligibility must be verified by obtaining the...
Cause of Failure Procedures - 08/22/2022
... contain a brief description of steps taken by the technician to determine the root cause of the customers concern and must support the repair performed. As stated, the cause of failure can be a brief description, but it must include the tests performed,...
Service Management Approval - 01/27/2022
... Service management must document their authorization on the job card prior to work performed. The customer must be contacted prior to work being performed for their permission to perform the repair. Document the date and time the customer provided permission...
Battery Reminders - 03/28/2022
... printed test slip with the transaction submission. Only use special case codes (e.g. LEAKS, FLEET, REIMBURSEMENT) when the situation warrants it. These reasons are not valid reasons for not having a test code. Tip: For AGM batteries, LEAKS is only valid...
December 2021 Recall Update - 12/01/2021
... and WCAP clarification. The recall affects select 2017-19 Chevrolet Bolt EV vehicles. Customer Satisfaction Recall N212340500 Cooling System Content Mis-Build: Dealers are instructed to replace radiators and fan modules on vehicles mis-built with...
Recalls - 10/26/2021
... battery cell in the LG battery module. GM is prioritizing the replacement of Bolt EV and EUV customers that were manufactured during specific build time frames where GM feels the defects appear to be clustered. Customers will be notified when their...
General Motors ID Numbers - 12/01/2021
... his/her GMIN in GWM. An example, may be a scenario where the service manager authorizes a Goodwill reimbursement for a non-warranty expense. Contact the Center of Learning Helpdesk for assistance with merging duplicate training records which has resulted...
July 2022 Recall Update - 06/20/2022
... replace the cushion frame as necessary. Approximately 220 vehicles are included in the program. Customer Satisfaction Recall N222364080 Incorrect Front Grille: Approximately 212 vehicles are included in the recall population that addresses vehicles...
PRA Process-New Restrictions - 07/27/2022
... the addition of the latest components, it is important to keep in mind that if the customer has multiple concerns, a separate PRA request must be submitted through the CSMT app for each labor operation processed. As a reminder: The PRA process...
Labor Rate - 01/29/2024
... labor rate calculation under both Option A and Option C require submission of 100 sequential customer pay job cards for repairs completed no more than 180 days before submission. Dealers are to utilize the Job Card Verification Form provided by the Regional...
Employee Parts Discount Program - 12/26/2023
... 31, 2024. Participating dealers agree to honor the applicable parts discount amounts at time of customer pay parts purchase. Discounts of up to $40.00 are based on the value of parts purchased. ZSSP claims are submitted with one of the unique labor operation...
Roadside Assistance Program - Roadside Reunite - 01/29/2024
The Roadside Assistance-Reunite program is applicable when returning a vehicle for customers who are traveling more than 100 miles from their home, and their vehicle is disabled with a warranty related disablement (tire related disablements and battery...
EI Lite - 08/29/2023
Dealers are to proceed with an Engineering Investigation (EI) only if the customer has commented about the concern and the PIE number is listed in GWM/IVH. In the case of an EI Lite, such as PIE0757, dealers are to use the Field Product Reporting App...
Service Management Approval Requirements - 12/26/2023
... or initials Date Time Explanation Some situations require a separate authorization. A missing customer signature, add on repair, and warranty on a stock vehicle all require their own unique authorization. For example, if you have a job card that is...
Part Failure During Same Visit - 11/29/2023
... date, time and explanation prior to job card submission. If the initial repair was customer pay, you will need to add a line for the ZPTI parts warranty. Since you are addressing the customer’s original concern, the added line would not be...
Electronic Service Center Tips - 08/29/2023
... for the component on the warranty job card as they are supplied to dealers at no cost. Note: Customer pay orders must also be purchased directly through the ESC and the cost plus the dealer markup is claimed as a sublet. Warranty transactions will...
Service Update Bulletin - 07/25/2023
... to delivery, in Service Agent inventory and can also authorize Service Agents to correct involved customer vehicles that return for any type of service, provided that the applicable warranty is still in effect. This type of field action is implemented...
Reject of the Month - July 2023 - 06/27/2023
... a printout of the code vs handwriting it on the hard/shop copy of the job card. On a side note: customers impacted by Front and Rear Park Assist Retrofit will be receiving an email and mobile push notification. Recall notification will continue to be...
Bulletin Updates - 05/23/2023
... including but not limited to a GDS2 or Pico Scope printout, whichever is applicable. The Add On Customer Concern After Job Card Write-Up, Point 8, includes an update to where the add on line is added on the job card. With the most current version, the...
GM Accessories Employee Discount Program - 01/21/2019
... Enter the 9-Digit Authorization Number in the Reference Number field of the claim. The discount reimbursement amount is submitted in the Miscellaneous/Net Item field. The following information is required in the Comments field of the transaction: Authorization...
Policy & No PET - 12/19/2018
... that begins with “06” Documented situations where GM states to not charge the customer (e.g. Liftgate Struts-15240 and Keys for Life-140063 and 140113) Repairs with one of the following labor operations: 1415030 (liftgate strut), 6410070...
Cadillac Moments - 11/29/2018
... attached to the warranty transaction. Examples for the use of the tool include providing the customer with a $50 gift card for a spa visit. The 3 C’s on the job card must support the business reason for tool use. ...
8-Speed Torque Converter Shudder - 06/26/2019
... the fluid exchange, the shudder condition may take up to 200 miles to be eliminated. The customer must be informed that full effect of the repair will take up to 200 miles and a minimum of two cold to operating temperature drive cycles. Torque converter...
Rather than just using SI to search for relevant publications when the technician needs help in diagnosing a customer concern, GM recommends a more proactive approach by reviewing newly released PI’s, bulletins, and campaigns on a weekly basis....
Assembly Replacement - 01/24/2023
... to all US dealers for engine and transmission assembly replacement under warranty, policy, and customer enthusiasm....
Ultium PowerUp Level 2 Home Charger - 01/05/2023
... The chargers are Electric Vehicle drive motor battery chargers designed to be installed in a customer’s home. The warranty is only valid for the original purchaser and is not transferable. Warranty eligibility must be verified by obtaining the...
Cause of Failure Procedures - 08/22/2022
... contain a brief description of steps taken by the technician to determine the root cause of the customers concern and must support the repair performed. As stated, the cause of failure can be a brief description, but it must include the tests performed,...
Service Management Approval - 01/27/2022
... Service management must document their authorization on the job card prior to work performed. The customer must be contacted prior to work being performed for their permission to perform the repair. Document the date and time the customer provided permission...
Battery Reminders - 03/28/2022
... printed test slip with the transaction submission. Only use special case codes (e.g. LEAKS, FLEET, REIMBURSEMENT) when the situation warrants it. These reasons are not valid reasons for not having a test code. Tip: For AGM batteries, LEAKS is only valid...
December 2021 Recall Update - 12/01/2021
... and WCAP clarification. The recall affects select 2017-19 Chevrolet Bolt EV vehicles. Customer Satisfaction Recall N212340500 Cooling System Content Mis-Build: Dealers are instructed to replace radiators and fan modules on vehicles mis-built with...
Recalls - 10/26/2021
... battery cell in the LG battery module. GM is prioritizing the replacement of Bolt EV and EUV customers that were manufactured during specific build time frames where GM feels the defects appear to be clustered. Customers will be notified when their...
General Motors ID Numbers - 12/01/2021
... his/her GMIN in GWM. An example, may be a scenario where the service manager authorizes a Goodwill reimbursement for a non-warranty expense. Contact the Center of Learning Helpdesk for assistance with merging duplicate training records which has resulted...
July 2022 Recall Update - 06/20/2022
... replace the cushion frame as necessary. Approximately 220 vehicles are included in the program. Customer Satisfaction Recall N222364080 Incorrect Front Grille: Approximately 212 vehicles are included in the recall population that addresses vehicles...
PRA Process-New Restrictions - 07/27/2022
... the addition of the latest components, it is important to keep in mind that if the customer has multiple concerns, a separate PRA request must be submitted through the CSMT app for each labor operation processed. As a reminder: The PRA process...
Labor Rate - 01/29/2024
... labor rate calculation under both Option A and Option C require submission of 100 sequential customer pay job cards for repairs completed no more than 180 days before submission. Dealers are to utilize the Job Card Verification Form provided by the Regional...
Employee Parts Discount Program - 12/26/2023
... 31, 2024. Participating dealers agree to honor the applicable parts discount amounts at time of customer pay parts purchase. Discounts of up to $40.00 are based on the value of parts purchased. ZSSP claims are submitted with one of the unique labor operation...
Roadside Assistance Program - Roadside Reunite - 01/29/2024
The Roadside Assistance-Reunite program is applicable when returning a vehicle for customers who are traveling more than 100 miles from their home, and their vehicle is disabled with a warranty related disablement (tire related disablements and battery...
EI Lite - 08/29/2023
Dealers are to proceed with an Engineering Investigation (EI) only if the customer has commented about the concern and the PIE number is listed in GWM/IVH. In the case of an EI Lite, such as PIE0757, dealers are to use the Field Product Reporting App...
Service Management Approval Requirements - 12/26/2023
... or initials Date Time Explanation Some situations require a separate authorization. A missing customer signature, add on repair, and warranty on a stock vehicle all require their own unique authorization. For example, if you have a job card that is...
Part Failure During Same Visit - 11/29/2023
... date, time and explanation prior to job card submission. If the initial repair was customer pay, you will need to add a line for the ZPTI parts warranty. Since you are addressing the customer’s original concern, the added line would not be...
Electronic Service Center Tips - 08/29/2023
... for the component on the warranty job card as they are supplied to dealers at no cost. Note: Customer pay orders must also be purchased directly through the ESC and the cost plus the dealer markup is claimed as a sublet. Warranty transactions will...
Service Update Bulletin - 07/25/2023
... to delivery, in Service Agent inventory and can also authorize Service Agents to correct involved customer vehicles that return for any type of service, provided that the applicable warranty is still in effect. This type of field action is implemented...
Reject of the Month - July 2023 - 06/27/2023
... a printout of the code vs handwriting it on the hard/shop copy of the job card. On a side note: customers impacted by Front and Rear Park Assist Retrofit will be receiving an email and mobile push notification. Recall notification will continue to be...
Bulletin Updates - 05/23/2023
... including but not limited to a GDS2 or Pico Scope printout, whichever is applicable. The Add On Customer Concern After Job Card Write-Up, Point 8, includes an update to where the add on line is added on the job card. With the most current version, the...
GM Accessories Employee Discount Program - 01/21/2019
... Enter the 9-Digit Authorization Number in the Reference Number field of the claim. The discount reimbursement amount is submitted in the Miscellaneous/Net Item field. The following information is required in the Comments field of the transaction: Authorization...
Policy & No PET - 12/19/2018
... that begins with “06” Documented situations where GM states to not charge the customer (e.g. Liftgate Struts-15240 and Keys for Life-140063 and 140113) Repairs with one of the following labor operations: 1415030 (liftgate strut), 6410070...
Cadillac Moments - 11/29/2018
... attached to the warranty transaction. Examples for the use of the tool include providing the customer with a $50 gift card for a spa visit. The 3 C’s on the job card must support the business reason for tool use. ...
8-Speed Torque Converter Shudder - 06/26/2019
... the fluid exchange, the shudder condition may take up to 200 miles to be eliminated. The customer must be informed that full effect of the repair will take up to 200 miles and a minimum of two cold to operating temperature drive cycles. Torque converter...
Windows 7 - 12/02/2019
... take place at the end of the year, and with it the termination of security features that protect customer data, financial information, and allow compatibility with GM applications. All dealership computers need to be upgraded to Windows 10 before the...
08-03-10-006 - 01/03/2020
... bead seat corrosion resulting in an air leak. The 3 C’s on the job card must support the customer’s concern and the failure. ...
Service Policies and Procedures - 01/03/2020
... and Parts P&P Manuals: General Information, Transportation, Vehicle Storage, and PDI Policy, Customer Assistance, Training, Tools and TAC Policy, Warranty Policy Information, Parts and Accessories Policies & Procedures Manual, and Global Warranty...
GM Accessories Employee Discount Program - 01/29/2020
... Enter the 9-Digit Authorization Number in the Reference Number field of the claim. The discount reimbursement amount is submitted in the Miscellaneous/Net Item field. The following information is required in the Comments field of the transaction: Authorization...
Incompatible Part - 06/23/2020
... with a new labor operation (if applicable). Tip: If the part/repair is unrelated to the customer’s original concern, add on authorization by service management is required. GM Authorize the transaction with a detailed explanation as to why the...
Parts Policies - 05/29/2020
... swapping of parts is helpful from a diagnostic perspective, swapped parts must never remain on the customer’s vehicle. If it is determined from swapping parts that a specific component is the cause of failure, a new GM or GM approved replaced part...
Transportation Claim Photo Requirements - 03/27/2020
... Be sure to submit only clear photos reflecting the damaged area requiring repair and subsequent reimbursement. A close-up photo of the damage. Include a measuring device (ruler) in the photo to reference the size of the damage. Either the accounting...
A Better Cause of Failure - 05/28/2020
... be included on the job card. Below is a well written example of a cause of failure: Verified customer’s concern. Scanned for DTC’s and found several codes related to a lean condition/induction issue. P0131, H02S, circuit low voltage....
Reject of the Month - September 2020 - 08/25/2020
... good business practice includes a clear, detailed description of the concern as described by the customer. Also, the cause/correction comments must accurately summarize what was found to be the cause, how it was found, diagnostic steps performed, and...
CSMT PRA Process - 09/22/2020
... of a PRA (it is recommended to contact the PRA team when refinishing wheels). Policy decision and customer enthusiasm transactions do not require submission of a PRA. If using a labor operation that is listed as PRA required, submit the claim with GM...
Limited Lifetime Parts Warranty - 11/25/2020
The Certified Service Limited Lifetime Parts Warranty (LLPW) offers a lifetime warranty on specific customer purchased parts to the original purchaser only. Labor is covered if the part fails within 12 months for those lifetime parts that were when installed...
Types of Job Card Systems - 02/25/2021
... or handed over to the person who has possession of the shop copy. The shop copy is the copy the customer signs for authorization to repair their vehicle. Service management is responsible for verifying that additional repairs are necessary and approves...
Policies for Engine and Transmission Replacements - 03/22/2021
... after diagnosis it is determined that a repair is less costly than a replace, but due to customer satisfaction reasons an assembly is being considered, preapproval is required via the Dealer Empowerment Request form. Examples of this include the cause...
GM Authorization and Attachments - 05/26/2021
... the amount (if any) of GM participation. Dealers should abide by the dollar amount shown for customer participation, however, you are allowed to deviate from the dollar amount up to $500. A deviation consideration greater than $500 requires Wholesale...
Battery Reminders - 03/22/2021
... and not the “Mid Info” code. Only use special case codes (e.g. LEAKS, FLEET, REIMBURSEMENT) when the situation warrants it. These reasons are not valid reasons for not having a test code. Tip: For AGM batteries, LEAKS is only valid if the...
Field Action Status Change Form: CAM-03 - 10/01/2021
... The dealership should open a job card to document that the specific recall is open, but the customer has denied completion. As with any job card, the customer must sign to acknowledge the document. Additionally, the Field Action Vehicle Status Change...
Claiming Shuttle Allowance - 10/01/2021
... allowed to claim $7.50 for a one-way shuttle and $15.00 for a two-way. Whether you transport your customer home, to work, or wherever they need to be, you can claim shuttle allowance. You are also allowed to get reimbursed for pick up and delivery of...
Reject of the Month - June 2021 - 05/26/2021
... certain 2017-18 Chevrolet Silverado HD and GMC Sierra HD vehicles. The bulletin allows a reimbursement of 0.9 hours with labor operation 9105473 to replace the driver and passenger seat belt retractors. The parts information section of the...
DMA Claim Approval Request - 04/03/2014
... Dealer Aftersales Empowerment link and select "Search Empowerment". You can recall the request by customer name, request number, or VIN search. For more information, refer to message G_0000163345 and bulletin 11-00-89-005. ...
Tire Replacement Labour Operations - 06/06/2014
... or there is damage to the tire from hitting something, unless the service agent is instituting a Customer Enthusiasm transaction. A Pre-Repair and a Tire Authorization form must be accurately completed, and in certain situations, the tires must be returned...
The New Recall Center - 07/01/2014
GM has launched the new Recall Center on June 16, 2014. The site is designed to help the customer be kept informed about their vehicles. The new center is located at https://recalls.gm.com. The following features are available on the site:Daily updates...
Authorization Codes - 01/10/2014
... to approve a warranty transaction that is outside the limits and edits of acceptable warranty reimbursements. With the application of every authorization code, a thorough explanation of why the transaction should be paid must be documented on the job...
March Madness - 02/27/2014
... following are just a few of those requirements:Descriptive 3 C's supporting the repair with the customer's signature on the job cardThe serial numbers of both the failed component being removed and the replacement component being installed, if applicableSubmit...
Certified Elite Criteria Update - 05/14/2013
... Elite status in June 2013, dealers must meet or exceed the following criteria:New Vehicle Customer Retention-41% or higher (NEW)Dealership Parts Loyalty-83% or higher (NEW)Repeat Repairs-3% or less (NEW)Service Training Standards-100% or aboveDealership...
Exterior Labour Operations - 04/12/2013
... verbiage and pictures with the job card. The ten-digit code provides the specific location of the customer concern. Bulletin 11-00-89-007 ...
... take place at the end of the year, and with it the termination of security features that protect customer data, financial information, and allow compatibility with GM applications. All dealership computers need to be upgraded to Windows 10 before the...
08-03-10-006 - 01/03/2020
... bead seat corrosion resulting in an air leak. The 3 C’s on the job card must support the customer’s concern and the failure. ...
Service Policies and Procedures - 01/03/2020
... and Parts P&P Manuals: General Information, Transportation, Vehicle Storage, and PDI Policy, Customer Assistance, Training, Tools and TAC Policy, Warranty Policy Information, Parts and Accessories Policies & Procedures Manual, and Global Warranty...
GM Accessories Employee Discount Program - 01/29/2020
... Enter the 9-Digit Authorization Number in the Reference Number field of the claim. The discount reimbursement amount is submitted in the Miscellaneous/Net Item field. The following information is required in the Comments field of the transaction: Authorization...
Incompatible Part - 06/23/2020
... with a new labor operation (if applicable). Tip: If the part/repair is unrelated to the customer’s original concern, add on authorization by service management is required. GM Authorize the transaction with a detailed explanation as to why the...
Parts Policies - 05/29/2020
... swapping of parts is helpful from a diagnostic perspective, swapped parts must never remain on the customer’s vehicle. If it is determined from swapping parts that a specific component is the cause of failure, a new GM or GM approved replaced part...
Transportation Claim Photo Requirements - 03/27/2020
... Be sure to submit only clear photos reflecting the damaged area requiring repair and subsequent reimbursement. A close-up photo of the damage. Include a measuring device (ruler) in the photo to reference the size of the damage. Either the accounting...
A Better Cause of Failure - 05/28/2020
... be included on the job card. Below is a well written example of a cause of failure: Verified customer’s concern. Scanned for DTC’s and found several codes related to a lean condition/induction issue. P0131, H02S, circuit low voltage....
Reject of the Month - September 2020 - 08/25/2020
... good business practice includes a clear, detailed description of the concern as described by the customer. Also, the cause/correction comments must accurately summarize what was found to be the cause, how it was found, diagnostic steps performed, and...
CSMT PRA Process - 09/22/2020
... of a PRA (it is recommended to contact the PRA team when refinishing wheels). Policy decision and customer enthusiasm transactions do not require submission of a PRA. If using a labor operation that is listed as PRA required, submit the claim with GM...
Limited Lifetime Parts Warranty - 11/25/2020
The Certified Service Limited Lifetime Parts Warranty (LLPW) offers a lifetime warranty on specific customer purchased parts to the original purchaser only. Labor is covered if the part fails within 12 months for those lifetime parts that were when installed...
Types of Job Card Systems - 02/25/2021
... or handed over to the person who has possession of the shop copy. The shop copy is the copy the customer signs for authorization to repair their vehicle. Service management is responsible for verifying that additional repairs are necessary and approves...
Policies for Engine and Transmission Replacements - 03/22/2021
... after diagnosis it is determined that a repair is less costly than a replace, but due to customer satisfaction reasons an assembly is being considered, preapproval is required via the Dealer Empowerment Request form. Examples of this include the cause...
GM Authorization and Attachments - 05/26/2021
... the amount (if any) of GM participation. Dealers should abide by the dollar amount shown for customer participation, however, you are allowed to deviate from the dollar amount up to $500. A deviation consideration greater than $500 requires Wholesale...
Battery Reminders - 03/22/2021
... and not the “Mid Info” code. Only use special case codes (e.g. LEAKS, FLEET, REIMBURSEMENT) when the situation warrants it. These reasons are not valid reasons for not having a test code. Tip: For AGM batteries, LEAKS is only valid if the...
Field Action Status Change Form: CAM-03 - 10/01/2021
... The dealership should open a job card to document that the specific recall is open, but the customer has denied completion. As with any job card, the customer must sign to acknowledge the document. Additionally, the Field Action Vehicle Status Change...
Claiming Shuttle Allowance - 10/01/2021
... allowed to claim $7.50 for a one-way shuttle and $15.00 for a two-way. Whether you transport your customer home, to work, or wherever they need to be, you can claim shuttle allowance. You are also allowed to get reimbursed for pick up and delivery of...
Reject of the Month - June 2021 - 05/26/2021
... certain 2017-18 Chevrolet Silverado HD and GMC Sierra HD vehicles. The bulletin allows a reimbursement of 0.9 hours with labor operation 9105473 to replace the driver and passenger seat belt retractors. The parts information section of the...
DMA Claim Approval Request - 04/03/2014
... Dealer Aftersales Empowerment link and select "Search Empowerment". You can recall the request by customer name, request number, or VIN search. For more information, refer to message G_0000163345 and bulletin 11-00-89-005. ...
Tire Replacement Labour Operations - 06/06/2014
... or there is damage to the tire from hitting something, unless the service agent is instituting a Customer Enthusiasm transaction. A Pre-Repair and a Tire Authorization form must be accurately completed, and in certain situations, the tires must be returned...
The New Recall Center - 07/01/2014
GM has launched the new Recall Center on June 16, 2014. The site is designed to help the customer be kept informed about their vehicles. The new center is located at https://recalls.gm.com. The following features are available on the site:Daily updates...
Authorization Codes - 01/10/2014
... to approve a warranty transaction that is outside the limits and edits of acceptable warranty reimbursements. With the application of every authorization code, a thorough explanation of why the transaction should be paid must be documented on the job...
March Madness - 02/27/2014
... following are just a few of those requirements:Descriptive 3 C's supporting the repair with the customer's signature on the job cardThe serial numbers of both the failed component being removed and the replacement component being installed, if applicableSubmit...
Certified Elite Criteria Update - 05/14/2013
... Elite status in June 2013, dealers must meet or exceed the following criteria:New Vehicle Customer Retention-41% or higher (NEW)Dealership Parts Loyalty-83% or higher (NEW)Repeat Repairs-3% or less (NEW)Service Training Standards-100% or aboveDealership...
Exterior Labour Operations - 04/12/2013
... verbiage and pictures with the job card. The ten-digit code provides the specific location of the customer concern. Bulletin 11-00-89-007 ...
Chromed Aluminum Wheels - 04/12/2013
... under warranty one-time. When making a one-time warranty decision, it is important to advise the customer that it is a one-time replacement. Bulletin 00-03-10-002 ...
V6 Pickups - 12/09/2013
... for a comparable 2013 model. While dealers agree with GM that it is a much improved engine, most customers believe that anything but a V8 won't do. ...
Lithium Ion Batteries - 11/18/2013
All warranty and customer pay lithium ion battery packs and sections will be requested back for analysis. If the battery pack/section is not returned within the specified parameters, the dealer will be charged retail price for the component. Vehicles...
Over The Air Updates - 11/18/2013
GM has developed new technology that will allow for greater customer satisfaction when delivering vehicle updates. Vehicle owners will have the ability to receive vehicle updates via OnStar. The new technology will be piloted with a new calibration on...
GMC Canyon Diesel - 12/01/2015
... a smart-sized pickup that is quiet, capable, and efficient. The new Duramax diesel engine provides customers with another choice for handling heavier work and recreational needs, efficiently. The Canyon diesel is scheduled to go on sale this fall and...
24 Hours of Happiness - 07/29/2015
Buick is once again offering customers the opportunity to take test drive vehicles home overnight in a move that it calls a long term brand builder. GM ran a similar 24-hour test drive promotion in 2003 and 2004. At one point, GM offered to pay $250 to...
Smartphone App - 07/01/2014
... users receive a 10% discount for six months upon enrollment. After that, savings are based on the customer's driving habits. The app is currently available to drivers in Montana, Nebraska, and New Hampshire. The app may roll out to other states this...
Returning Parts to the Warranty Parts Center - 07/01/2014
... in the ignition switch recalls. For your efforts, don't forget to claim the labour allowance reimbursement you are entitled to, up to 0.3. Claiming this administrative allowance requires that you make an adjustment to the accepted transaction from which...
Non Serviceable Bracket - 07/01/2014
Some customers may have concern with a loose inside rear view mirror, loose mirror mounting bracket, or an inside rear view mirror that has fallen off. This situation has occurred with the following vehicles; 2014-2015 Buick LaCrosse, Regal; 2013-2015...
CPO Vehicles - 12/19/2014
... over by dealers and carrying a brand warranty, which posted a 21% increase in the amount that customers actually paid for the cars compared to the same month in 2013. The average used car sold for $16,130. CPO vehicles are considered good alternatives...
Recall 14591 - 01/21/2015
Customer Satisfaction Program 14591 was launched in December, 2014. The spark plugs on the vehicle are to be updated to the 2014/2015 part number as part of the service procedure contained with the recall. Some technicians have found that the plugs they ...
Proactive Alerts - 06/27/2016
... established benchmarks. The goal is to stay one step ahead of the check engine light and save customers' time. ...
Service Management Authorization Matrix - 05/24/2016
... submission. Additionally, the DMA must be notified of the situation within 10 days of placing the customer in the rental vehicle. ...
Empowerment - 03/01/2016
The Clarification of Use-Dealer Empowerment Labor Operations and Customer Enthusiasm bulletin, 11-00-89-005I, has been updated, effective February 1, 2016. The bulletin has been revised to include 2016 Powertrain coverages and updated goodwill tools. Powertrain...
Smartphones and Cars - 04/08/2016
... frequently, problems using smartphones and other new controls in cars are the highest ranking customer issues. People expect to be able to make calls, access their music, and get directions in a manner that minimizes distraction. A system that makes...
Cadillac CT6 Aluminum Vehicles - 04/08/2016
... have the training, equipment and tools necessary to properly perform structural repairs. Customers that require towing as a result of a collision may contact Cadillac Roadside Assistance or press the blue OnStar button. Towing to the nearest Cadillac...
CTP Vehicles with Open Recalls - 04/08/2016
A rental vehicle cannot be given to a customer when there is an open recall. This is true whether the rental vehicle came from an outside source, or the service agent's own vehicle, as part of the Courtesy Transportation Program. Beginning March 11th,...
SFE Recall Compliance Reminder - 04/08/2016
... that is outlined on the PDI form, therefore, only the dealership delivering the vehicle to a customer will be penalized for non-performance of Safety or Non-Compliance recalls. SFE debits are processed once per quarter, approximately two months after...
New Vehicle Receiving and Inspection Guidelines - 03/01/2016
... be changed. The carrier's copy of the delivery receipt establishes liability for transportation reimbursement.When there are no unusual delivery conditions the inspection is to take no more than 5 minutes per vehicle, and up to a maximum of 30 minutes...
Sublet Repairs - 01/23/2017
... parts may be used but it must be clearly stated on the job card that the parts are not GM. The customer must be told of the non-GM parts and the warranty coverage of those parts must be explained. Sublet invoices must contain the customer’s name,...
Complaint and Cause Codes - 09/27/2016
... category, the transaction will reject: Error 157: Labor code 4030170 is not valid for Customer Complaint Code 0724. Error 243: Reject 157 cannot be authorized and must be corrected.With this reject, assuming the labor operation is correct,...
Coding Transportation Transactions - 09/27/2016
... a transportation claim. If a panel can be repaired, the labor operation used to submit for reimbursement is the Refinish Color/Clear Coat labor operation, found in the Body Repair/Paint and Coatings section of the Labor Time Guide. If a panel cannot...
Choosing the Correct Labor Operation for Consequential Damage Repairs - 06/19/2017
... the trim piece that got wet, and feel that the vehicle has been properly repaired. However, the customer, after a few days, may feel there is too much of a musty odor or can see a water line that they are not happy with. The customer returns to the dealership...
Windshield Washer Fluid - 08/21/2017
... sensors, and other obstacle detection hardware that must be kept free of dirt and debris), enable customers to refill their washer reservoir less frequently, and not add weight to the vehicle. An automotive supplier is marketing a self-filling windshield...
OptiKleen and DEF - 07/25/2017
... allowed is 2. DEF Labor operation 0590062 was created in April, 2017, to allow for the reimbursement of DEF fluid added during PDI. The labor operation allows for the submission of up to 2.5 gallons (10 quarts) of DEF plus applicable handling allowances....
... under warranty one-time. When making a one-time warranty decision, it is important to advise the customer that it is a one-time replacement. Bulletin 00-03-10-002 ...
V6 Pickups - 12/09/2013
... for a comparable 2013 model. While dealers agree with GM that it is a much improved engine, most customers believe that anything but a V8 won't do. ...
Lithium Ion Batteries - 11/18/2013
All warranty and customer pay lithium ion battery packs and sections will be requested back for analysis. If the battery pack/section is not returned within the specified parameters, the dealer will be charged retail price for the component. Vehicles...
Over The Air Updates - 11/18/2013
GM has developed new technology that will allow for greater customer satisfaction when delivering vehicle updates. Vehicle owners will have the ability to receive vehicle updates via OnStar. The new technology will be piloted with a new calibration on...
GMC Canyon Diesel - 12/01/2015
... a smart-sized pickup that is quiet, capable, and efficient. The new Duramax diesel engine provides customers with another choice for handling heavier work and recreational needs, efficiently. The Canyon diesel is scheduled to go on sale this fall and...
24 Hours of Happiness - 07/29/2015
Buick is once again offering customers the opportunity to take test drive vehicles home overnight in a move that it calls a long term brand builder. GM ran a similar 24-hour test drive promotion in 2003 and 2004. At one point, GM offered to pay $250 to...
Smartphone App - 07/01/2014
... users receive a 10% discount for six months upon enrollment. After that, savings are based on the customer's driving habits. The app is currently available to drivers in Montana, Nebraska, and New Hampshire. The app may roll out to other states this...
Returning Parts to the Warranty Parts Center - 07/01/2014
... in the ignition switch recalls. For your efforts, don't forget to claim the labour allowance reimbursement you are entitled to, up to 0.3. Claiming this administrative allowance requires that you make an adjustment to the accepted transaction from which...
Non Serviceable Bracket - 07/01/2014
Some customers may have concern with a loose inside rear view mirror, loose mirror mounting bracket, or an inside rear view mirror that has fallen off. This situation has occurred with the following vehicles; 2014-2015 Buick LaCrosse, Regal; 2013-2015...
CPO Vehicles - 12/19/2014
... over by dealers and carrying a brand warranty, which posted a 21% increase in the amount that customers actually paid for the cars compared to the same month in 2013. The average used car sold for $16,130. CPO vehicles are considered good alternatives...
Recall 14591 - 01/21/2015
Customer Satisfaction Program 14591 was launched in December, 2014. The spark plugs on the vehicle are to be updated to the 2014/2015 part number as part of the service procedure contained with the recall. Some technicians have found that the plugs they ...
Proactive Alerts - 06/27/2016
... established benchmarks. The goal is to stay one step ahead of the check engine light and save customers' time. ...
Service Management Authorization Matrix - 05/24/2016
... submission. Additionally, the DMA must be notified of the situation within 10 days of placing the customer in the rental vehicle. ...
Empowerment - 03/01/2016
The Clarification of Use-Dealer Empowerment Labor Operations and Customer Enthusiasm bulletin, 11-00-89-005I, has been updated, effective February 1, 2016. The bulletin has been revised to include 2016 Powertrain coverages and updated goodwill tools. Powertrain...
Smartphones and Cars - 04/08/2016
... frequently, problems using smartphones and other new controls in cars are the highest ranking customer issues. People expect to be able to make calls, access their music, and get directions in a manner that minimizes distraction. A system that makes...
Cadillac CT6 Aluminum Vehicles - 04/08/2016
... have the training, equipment and tools necessary to properly perform structural repairs. Customers that require towing as a result of a collision may contact Cadillac Roadside Assistance or press the blue OnStar button. Towing to the nearest Cadillac...
CTP Vehicles with Open Recalls - 04/08/2016
A rental vehicle cannot be given to a customer when there is an open recall. This is true whether the rental vehicle came from an outside source, or the service agent's own vehicle, as part of the Courtesy Transportation Program. Beginning March 11th,...
SFE Recall Compliance Reminder - 04/08/2016
... that is outlined on the PDI form, therefore, only the dealership delivering the vehicle to a customer will be penalized for non-performance of Safety or Non-Compliance recalls. SFE debits are processed once per quarter, approximately two months after...
New Vehicle Receiving and Inspection Guidelines - 03/01/2016
... be changed. The carrier's copy of the delivery receipt establishes liability for transportation reimbursement.When there are no unusual delivery conditions the inspection is to take no more than 5 minutes per vehicle, and up to a maximum of 30 minutes...
Sublet Repairs - 01/23/2017
... parts may be used but it must be clearly stated on the job card that the parts are not GM. The customer must be told of the non-GM parts and the warranty coverage of those parts must be explained. Sublet invoices must contain the customer’s name,...
Complaint and Cause Codes - 09/27/2016
... category, the transaction will reject: Error 157: Labor code 4030170 is not valid for Customer Complaint Code 0724. Error 243: Reject 157 cannot be authorized and must be corrected.With this reject, assuming the labor operation is correct,...
Coding Transportation Transactions - 09/27/2016
... a transportation claim. If a panel can be repaired, the labor operation used to submit for reimbursement is the Refinish Color/Clear Coat labor operation, found in the Body Repair/Paint and Coatings section of the Labor Time Guide. If a panel cannot...
Choosing the Correct Labor Operation for Consequential Damage Repairs - 06/19/2017
... the trim piece that got wet, and feel that the vehicle has been properly repaired. However, the customer, after a few days, may feel there is too much of a musty odor or can see a water line that they are not happy with. The customer returns to the dealership...
Windshield Washer Fluid - 08/21/2017
... sensors, and other obstacle detection hardware that must be kept free of dirt and debris), enable customers to refill their washer reservoir less frequently, and not add weight to the vehicle. An automotive supplier is marketing a self-filling windshield...
OptiKleen and DEF - 07/25/2017
... allowed is 2. DEF Labor operation 0590062 was created in April, 2017, to allow for the reimbursement of DEF fluid added during PDI. The labor operation allows for the submission of up to 2.5 gallons (10 quarts) of DEF plus applicable handling allowances....
Full Disclosure - 07/25/2017
... of parts can be very useful from a diagnostic perspective, swapped parts must never remain on the customer’s vehicle. If it is determined (from swapping parts) that a vehicle part is the source of the warranty concern, a new GM or GM approved replacement...
Diagnosis Time - 07/25/2017
... 1.8 and there is diagnosis add time allowed with the labor operation that pays up to 0.3. If the customer’s concern is excessive moisture in the headlamp, the decision to replace the headlamp is based on what is seen and typically would not need...
Electronic Exchange Program - 10/24/2017
... dealership being charged the list price of the component. Warranty administrators submit for labor reimbursement only and $45.00 administrative allowance that is entered in the net item field. If the repair performed is a policy repair, the ESC...
Reject of the Month - 10/24/2017
... shift and a/c noise. The job card was written with five warranty concerns expressed by the customer, including; check engine light stays on, service tire monitoring system light stays on, brake noise, poor shift, and a/c noise. The technician...
Dead Battery - 06/25/2018
... the ongoing issue of dead batteries in 2018 GMC Terrain vehicles, both with dealer inventory and customer vehicles. Engineering is working on a fix. In the meantime GMC dealers are authorized to make valid warranty claims for any batteries replaced during...
Employee Discount Program - 10/23/2018
... the discount reimbursement amount claimed in the Miscellaneous Net Item field. Labor Operation Customer pay job card / OTC partpurchase value Applicable Discount 0600201 $25.00 - $49.99 $5.00 0600211 $50.00 - $74.99 $10.00 0600221 $75.00 - $99.99 $15.00 0600231 $100.00...
Associated Accessories - 05/22/2018
... Accessory GM Part Number must be entered in the Reference Number field of the GWM transaction. Reimbursement of labor is accomplished using one of the following appropriate labor operations: Labor operation 0602608: Actual labor time is up to 0.3 hr Labor...
GM Accessories Employee Discount Program - 02/20/2018
... Enter the 9-Digit Authorization Number in the Reference Number field of the claim. The discount reimbursement amount is submitted in the Miscellaneous/Net Item field. The following information is required in the Comments field of the transaction: Authorization...
Replacement Parts Warranty - 03/26/2018
... replacement parts sold over the counter are covered for 24 months from the date of original customer purchase, for parts only. Subsequent replacements under this warranty will receive the standard GM service agent parts warranty of 12 months from the...
OnStar FMV - 01/19/2012
... vehicle is a new task. In late December, an OnStar subscriber's Chrysler 300 was stolen. The customer had just recently purchased the OnStar FMV (For My Vehicle). This feature provides the core features of OnStar all within a rearview mirror that can...
Tire Pressure Monitors - 07/02/2012
... held in the parts department for return. GM is unable to accurately investigate the cause for the customer complaint when the incorrect component is returned. As stated in bulletin 99-00-89-019, returned incorrect or incomplete parts for the repair claimed...
Transmission Overhaul - 05/02/2012
Customers of certain 2008 Buick Enclave, 2007 GMC Acadia, and 2007 Pontiac G6 vehicles equipped with a 6T70/6T75 automatic transmission built prior to June 15, 2007, may have concerns with a binding condition on a 3-4 shift or 4-3 shift. The condition ...
GM Freight Expense - 06/06/2012
There has been some confusion in regards to the policy for handling freight expense associated with a Customer Special Order part.When it becomes necessary to obtain a part by express shipping, GM will reimburse the actual express shipping charges for...
Love it or Return it - 08/09/2012
... return program on every new 2012 or 2013 model year vehicle purchase. The guarantee allows the customer to return vehicles bought during the program, with less than 4,000 miles driven and no damage, 30 to 60 days from the purchase date. Additionally,...
Seat Belt Webbing - 03/11/2013
... webbing. This is an issue as the fully functional retractor is being replaced and should not be. Customer concerns of belts that are twisted, backwards, flipped, tangled or upside down should be addressed with PI0388B. The bulletin provides instruction...
The 12 Month Part Warranty - 12/18/2012
... will have a 12 month warranty that no longer factors in mileage. This will be a huge advantage to customers who drive long commutes and see the warranty on the part installed on their vehicle expire after only 6 months because they have gone over the...
Service Up Front - 04/12/2013
... in the front of the store they are putting the emphasis on the service department, where the customers are likely to come, and they eventually will buy a new vehicle. The theory boils down to more emphasis on service, the service lane by service writers...
Reject of the Month - 05/14/2013
... for field actions and special coverages. Only newly released field actions, special coverage and customer satisfaction bulletins will transition to the new Global format.Service bulletins that were published prior to May 7 will continue to use the published...
Service Training Standards - 10/08/2012
... better aligns service training with overall technical training goals. Job cards for warranty and customer pay are both included in the VINs serviced data. PDI, transportation and standalone internal job cards are not included in this data. The current...
A Change in the Works - 10/08/2012
... goal for this change is to improve interaction quality and to help the dealership team improve the customer's ownership experience. The new structure will mean that all RCC contact stores will be placed in a new district. The newly created district...
Certified Elite - 11/05/2012
... dealer attainment. The two thresholds that have been most recently adjusted are the new vehicle customer retention, now at 38% or higher and the dealer parts loyalty threshold, now at 79% rolling 12 month number. Repeat repair, service training standard...
Transport Mode - 12/18/2012
... battery stand time. This mode may be left on while the vehicle is in dealer inventory or if the customer is going to store the vehicle. When this mode is enabled, the 12V battery light will blink or flash, the DIC will display a Transport Mode On message...
Best Practice Tip of the Month - 04/12/2011
... suggest your shop do it too. Our sales staff uses this knowledge as a sales tool, telling the customer the vehicles are ‘up-to-date' on all recalls." - hkchevy1Ideas like this are simple but can yield great results. Anyone who wishes to share their...
Safety Recall 10426D - 01/19/2011
Rear Axle Cross Pin Fracture: Dealers and customers have been notified of a condition involving the rear axle cross pin on certain 2011 Cadillac Escalade EXT; Chevrolet Avalanche, Sierra; and GMC Sierra. The pin, in some vehicles, was not manufactured...
The ABC's of Human Interaction - 11/18/2010
... work on those repair orders-and all shared in the bonus. Some of this time was included in both customer pay and warranty claim repairs. I called the warranty audit manager of the manufacturer who called the local service representative. He came to the...
... of parts can be very useful from a diagnostic perspective, swapped parts must never remain on the customer’s vehicle. If it is determined (from swapping parts) that a vehicle part is the source of the warranty concern, a new GM or GM approved replacement...
Diagnosis Time - 07/25/2017
... 1.8 and there is diagnosis add time allowed with the labor operation that pays up to 0.3. If the customer’s concern is excessive moisture in the headlamp, the decision to replace the headlamp is based on what is seen and typically would not need...
Electronic Exchange Program - 10/24/2017
... dealership being charged the list price of the component. Warranty administrators submit for labor reimbursement only and $45.00 administrative allowance that is entered in the net item field. If the repair performed is a policy repair, the ESC...
Reject of the Month - 10/24/2017
... shift and a/c noise. The job card was written with five warranty concerns expressed by the customer, including; check engine light stays on, service tire monitoring system light stays on, brake noise, poor shift, and a/c noise. The technician...
Dead Battery - 06/25/2018
... the ongoing issue of dead batteries in 2018 GMC Terrain vehicles, both with dealer inventory and customer vehicles. Engineering is working on a fix. In the meantime GMC dealers are authorized to make valid warranty claims for any batteries replaced during...
Employee Discount Program - 10/23/2018
... the discount reimbursement amount claimed in the Miscellaneous Net Item field. Labor Operation Customer pay job card / OTC partpurchase value Applicable Discount 0600201 $25.00 - $49.99 $5.00 0600211 $50.00 - $74.99 $10.00 0600221 $75.00 - $99.99 $15.00 0600231 $100.00...
Associated Accessories - 05/22/2018
... Accessory GM Part Number must be entered in the Reference Number field of the GWM transaction. Reimbursement of labor is accomplished using one of the following appropriate labor operations: Labor operation 0602608: Actual labor time is up to 0.3 hr Labor...
GM Accessories Employee Discount Program - 02/20/2018
... Enter the 9-Digit Authorization Number in the Reference Number field of the claim. The discount reimbursement amount is submitted in the Miscellaneous/Net Item field. The following information is required in the Comments field of the transaction: Authorization...
Replacement Parts Warranty - 03/26/2018
... replacement parts sold over the counter are covered for 24 months from the date of original customer purchase, for parts only. Subsequent replacements under this warranty will receive the standard GM service agent parts warranty of 12 months from the...
OnStar FMV - 01/19/2012
... vehicle is a new task. In late December, an OnStar subscriber's Chrysler 300 was stolen. The customer had just recently purchased the OnStar FMV (For My Vehicle). This feature provides the core features of OnStar all within a rearview mirror that can...
Tire Pressure Monitors - 07/02/2012
... held in the parts department for return. GM is unable to accurately investigate the cause for the customer complaint when the incorrect component is returned. As stated in bulletin 99-00-89-019, returned incorrect or incomplete parts for the repair claimed...
Transmission Overhaul - 05/02/2012
Customers of certain 2008 Buick Enclave, 2007 GMC Acadia, and 2007 Pontiac G6 vehicles equipped with a 6T70/6T75 automatic transmission built prior to June 15, 2007, may have concerns with a binding condition on a 3-4 shift or 4-3 shift. The condition ...
GM Freight Expense - 06/06/2012
There has been some confusion in regards to the policy for handling freight expense associated with a Customer Special Order part.When it becomes necessary to obtain a part by express shipping, GM will reimburse the actual express shipping charges for...
Love it or Return it - 08/09/2012
... return program on every new 2012 or 2013 model year vehicle purchase. The guarantee allows the customer to return vehicles bought during the program, with less than 4,000 miles driven and no damage, 30 to 60 days from the purchase date. Additionally,...
Seat Belt Webbing - 03/11/2013
... webbing. This is an issue as the fully functional retractor is being replaced and should not be. Customer concerns of belts that are twisted, backwards, flipped, tangled or upside down should be addressed with PI0388B. The bulletin provides instruction...
The 12 Month Part Warranty - 12/18/2012
... will have a 12 month warranty that no longer factors in mileage. This will be a huge advantage to customers who drive long commutes and see the warranty on the part installed on their vehicle expire after only 6 months because they have gone over the...
Service Up Front - 04/12/2013
... in the front of the store they are putting the emphasis on the service department, where the customers are likely to come, and they eventually will buy a new vehicle. The theory boils down to more emphasis on service, the service lane by service writers...
Reject of the Month - 05/14/2013
... for field actions and special coverages. Only newly released field actions, special coverage and customer satisfaction bulletins will transition to the new Global format.Service bulletins that were published prior to May 7 will continue to use the published...
Service Training Standards - 10/08/2012
... better aligns service training with overall technical training goals. Job cards for warranty and customer pay are both included in the VINs serviced data. PDI, transportation and standalone internal job cards are not included in this data. The current...
A Change in the Works - 10/08/2012
... goal for this change is to improve interaction quality and to help the dealership team improve the customer's ownership experience. The new structure will mean that all RCC contact stores will be placed in a new district. The newly created district...
Certified Elite - 11/05/2012
... dealer attainment. The two thresholds that have been most recently adjusted are the new vehicle customer retention, now at 38% or higher and the dealer parts loyalty threshold, now at 79% rolling 12 month number. Repeat repair, service training standard...
Transport Mode - 12/18/2012
... battery stand time. This mode may be left on while the vehicle is in dealer inventory or if the customer is going to store the vehicle. When this mode is enabled, the 12V battery light will blink or flash, the DIC will display a Transport Mode On message...
Best Practice Tip of the Month - 04/12/2011
... suggest your shop do it too. Our sales staff uses this knowledge as a sales tool, telling the customer the vehicles are ‘up-to-date' on all recalls." - hkchevy1Ideas like this are simple but can yield great results. Anyone who wishes to share their...
Safety Recall 10426D - 01/19/2011
Rear Axle Cross Pin Fracture: Dealers and customers have been notified of a condition involving the rear axle cross pin on certain 2011 Cadillac Escalade EXT; Chevrolet Avalanche, Sierra; and GMC Sierra. The pin, in some vehicles, was not manufactured...
The ABC's of Human Interaction - 11/18/2010
... work on those repair orders-and all shared in the bonus. Some of this time was included in both customer pay and warranty claim repairs. I called the warranty audit manager of the manufacturer who called the local service representative. He came to the...
Open Recalls - 12/24/2010
... addition, performing these services helps your dealership build a greater relationship with your customers. Think of it like this; you wouldn't buy a hamburger without meat, so why would you leave the missed dollars out of a repair?...
Process Review: Recall 10038 - 12/24/2010
... Pedal Assembly cannot be done unless the V2276 Pedal Modification has been completed and the customer returns and requests a new pedal. Claims where the pedal has been replaced on the first visit often reject. Also, not completing the floor modification...
A very sad audit - 10/13/2010
... property after repair until the spring thaw. The result of this was low service income from customer pay during the period before the thaw, so warranty claims were the only source of monthly dollar income. The dealer's son, the sales manager, had ordered...
Connected Color Radio - 12/15/2011
... Spark, Camaro, Sonic, Cruze and Traverse through 2012. Because this system is highly technical all customer related issues must be reported immediately via a Field Product Report or by calling TAC. ...
Recall 11054 - 06/08/2011
... to replace both sensors, as outlined in the recall bulletin, may result in a comeback visit by the customer for a repeat repair. Always verify vehicle eligibility prior to performing a recall repair through the Investigate Vehicle History feature in...
Going the Extra Mile: Service Documentation - 06/30/2011
... claim. Listing the wrong location or no location can have an impact on the total labour time and reimbursement. Provide a detailed and thorough description of the repair performed. It can make a profound difference on the labour operation used for the...
2012 Volt - 06/30/2011
... model due in part to a wider range of options and configurations available for sale nationally. Customers are now able to choose from a total of seven different option packages in comparison to just 3 in 2011. In addition to the bumper-to-bumper, gas...
Back to School Car Care Inspections - 08/09/2011
... time to offer Back-To-School Car Care Inspections. These inspections can be tailored to the customer needs of your specific market and provide an excellent opportunity to drive business to your service department. ...
The Volt - 08/09/2011
... thousands of consumers are on waiting lists. Both manufacturers are still trying to gauge whether customers ultimately prefer a pure electric car like the Leaf, or a plug in hybrid like the Volt, and how much they are willing to pay for the gas saving...
Safety Recall 10153 - 07/02/2010
... the loss of the feature. After performing the procedure, dealers are to issue a $100 check to the customer. Vehicles currently in dealer/retailer new or used car inventory are not eligible for a check. ...
Safety Recall 09049 - 08/10/2010
... the recall is being administered in phases. The first phase was issued in late June to involved customers residing in Arizona. Parts were made available to repair the condition in early August. ...
Components and Systems: Emissions - 07/02/2010
Throughout the course of the day, week, and month, customer's with both new and old vehicles visit the service department with concerns regarding their emissions system. Typically, the reason for bringing their vehicle is an illuminated check engine light...
Warranty Training - 04/13/2010
... at the dealership is. The warranty administrator should also learn how to be a trainer. Warranty reimbursement is important, but making sure that every person involved in the transaction does their job correctly is equally as important. A warranty administrator's...
Warranty Performance Analysis - 05/12/2010
... promote or reward generation of excess warranty costs? If so, adjust them so they reward increased customer satisfaction and increased attendance (not repair order count); especially repeat attendance. Reduction in comebacks can be rewarded, but frequency...
One Labour Operation or Two? - 05/12/2010
... data in GWM is quite a bit more involved than in the WINS system. The end result is that the customer's concern, the technician's findings relating to the cause of failure, and what was done to correct the concern are all available for view by GM representatives....
Owner's Manual Availability - 05/12/2010
... service manual? The owners manual provides technical or service information that is helpful to the customer and in the service area. Access Service Information (SI), enter the VIN or model year, model and make and then scroll down through the options...
Battery Tags - 01/06/2010
... the battery was replaced as a warranty transaction. If the tag is still intact, and it must be for customer purchased batteries or the warranty will be void, we know that the warranty coverage is whatever is stated on the battery. Remind your parts department...
Warranty Management Workshop 2010 - 01/06/2010
... hired porter, each has an important role in getting the job done and keeping the focus on the customer. No one person is more important that the other. I look forward to sharing "what's happening" in our Warranty Management Workshop with everyone in...
Analyzing Warranty Parts - 02/04/2010
... for easy identification of the defect.Thorough job card documentation includes: A clear, detailed customer complaint. List characteristics of the fault that were observed, including what the conditions were when the fault occurred (operation conditions,...
Warranty Performance Analysis - 03/11/2010
... warranty information to employees, making sure that parts warranty information is available to customers. This may be the same person who is your internal auditor. What is an internal auditor? The role is the stop-catch for incomplete or incorrect claims...
GM Routed Transactions - 06/07/2010
... correctly. The documentation being reviewed before submission comes from the service advisors (customer complaint, signatures, previous repair information, etc.), technicians (cause of failure, correction, test results, etc.), and service management...
Recall 10426 Update - 06/30/2011
... of kits was depleted it was necessary for dealers to order additional kits as needed to service customers seeking completion of this campaign. Transactions submitted with the axle pin charged out in the parts field may reject for part amount excessive....
July 2011 Recall Update - 06/30/2011
... may not have coverage of the roof-rail airbag in certain frontal and side impact situations. Customer Satisfaction Recall 11186 - Reduced Battery Voltage-Replace Battery: Only 44 Buick LaCrosse vehicles may require a new battery. Certain 2011 model year...
Technician Time Recording - 06/08/2011
... as evidence that yes, they do. 1.6.2.11 Technician Identification and Accounting of Labour TimeAll customer pay, warranty, policy, and internal job card time must be accountable through the technician's time and payroll records. All technicians' payroll...
No Open Recalls - 06/08/2011
... repair, but may require goodwill authorization depending upon the circumstances. Finally, the customer presents a letter indicating that their vehicle is included in a recall campaign, but IVH does not show the open recall. In some cases the service...
... addition, performing these services helps your dealership build a greater relationship with your customers. Think of it like this; you wouldn't buy a hamburger without meat, so why would you leave the missed dollars out of a repair?...
Process Review: Recall 10038 - 12/24/2010
... Pedal Assembly cannot be done unless the V2276 Pedal Modification has been completed and the customer returns and requests a new pedal. Claims where the pedal has been replaced on the first visit often reject. Also, not completing the floor modification...
A very sad audit - 10/13/2010
... property after repair until the spring thaw. The result of this was low service income from customer pay during the period before the thaw, so warranty claims were the only source of monthly dollar income. The dealer's son, the sales manager, had ordered...
Connected Color Radio - 12/15/2011
... Spark, Camaro, Sonic, Cruze and Traverse through 2012. Because this system is highly technical all customer related issues must be reported immediately via a Field Product Report or by calling TAC. ...
Recall 11054 - 06/08/2011
... to replace both sensors, as outlined in the recall bulletin, may result in a comeback visit by the customer for a repeat repair. Always verify vehicle eligibility prior to performing a recall repair through the Investigate Vehicle History feature in...
Going the Extra Mile: Service Documentation - 06/30/2011
... claim. Listing the wrong location or no location can have an impact on the total labour time and reimbursement. Provide a detailed and thorough description of the repair performed. It can make a profound difference on the labour operation used for the...
2012 Volt - 06/30/2011
... model due in part to a wider range of options and configurations available for sale nationally. Customers are now able to choose from a total of seven different option packages in comparison to just 3 in 2011. In addition to the bumper-to-bumper, gas...
Back to School Car Care Inspections - 08/09/2011
... time to offer Back-To-School Car Care Inspections. These inspections can be tailored to the customer needs of your specific market and provide an excellent opportunity to drive business to your service department. ...
The Volt - 08/09/2011
... thousands of consumers are on waiting lists. Both manufacturers are still trying to gauge whether customers ultimately prefer a pure electric car like the Leaf, or a plug in hybrid like the Volt, and how much they are willing to pay for the gas saving...
Safety Recall 10153 - 07/02/2010
... the loss of the feature. After performing the procedure, dealers are to issue a $100 check to the customer. Vehicles currently in dealer/retailer new or used car inventory are not eligible for a check. ...
Safety Recall 09049 - 08/10/2010
... the recall is being administered in phases. The first phase was issued in late June to involved customers residing in Arizona. Parts were made available to repair the condition in early August. ...
Components and Systems: Emissions - 07/02/2010
Throughout the course of the day, week, and month, customer's with both new and old vehicles visit the service department with concerns regarding their emissions system. Typically, the reason for bringing their vehicle is an illuminated check engine light...
Warranty Training - 04/13/2010
... at the dealership is. The warranty administrator should also learn how to be a trainer. Warranty reimbursement is important, but making sure that every person involved in the transaction does their job correctly is equally as important. A warranty administrator's...
Warranty Performance Analysis - 05/12/2010
... promote or reward generation of excess warranty costs? If so, adjust them so they reward increased customer satisfaction and increased attendance (not repair order count); especially repeat attendance. Reduction in comebacks can be rewarded, but frequency...
One Labour Operation or Two? - 05/12/2010
... data in GWM is quite a bit more involved than in the WINS system. The end result is that the customer's concern, the technician's findings relating to the cause of failure, and what was done to correct the concern are all available for view by GM representatives....
Owner's Manual Availability - 05/12/2010
... service manual? The owners manual provides technical or service information that is helpful to the customer and in the service area. Access Service Information (SI), enter the VIN or model year, model and make and then scroll down through the options...
Battery Tags - 01/06/2010
... the battery was replaced as a warranty transaction. If the tag is still intact, and it must be for customer purchased batteries or the warranty will be void, we know that the warranty coverage is whatever is stated on the battery. Remind your parts department...
Warranty Management Workshop 2010 - 01/06/2010
... hired porter, each has an important role in getting the job done and keeping the focus on the customer. No one person is more important that the other. I look forward to sharing "what's happening" in our Warranty Management Workshop with everyone in...
Analyzing Warranty Parts - 02/04/2010
... for easy identification of the defect.Thorough job card documentation includes: A clear, detailed customer complaint. List characteristics of the fault that were observed, including what the conditions were when the fault occurred (operation conditions,...
Warranty Performance Analysis - 03/11/2010
... warranty information to employees, making sure that parts warranty information is available to customers. This may be the same person who is your internal auditor. What is an internal auditor? The role is the stop-catch for incomplete or incorrect claims...
GM Routed Transactions - 06/07/2010
... correctly. The documentation being reviewed before submission comes from the service advisors (customer complaint, signatures, previous repair information, etc.), technicians (cause of failure, correction, test results, etc.), and service management...
Recall 10426 Update - 06/30/2011
... of kits was depleted it was necessary for dealers to order additional kits as needed to service customers seeking completion of this campaign. Transactions submitted with the axle pin charged out in the parts field may reject for part amount excessive....
July 2011 Recall Update - 06/30/2011
... may not have coverage of the roof-rail airbag in certain frontal and side impact situations. Customer Satisfaction Recall 11186 - Reduced Battery Voltage-Replace Battery: Only 44 Buick LaCrosse vehicles may require a new battery. Certain 2011 model year...
Technician Time Recording - 06/08/2011
... as evidence that yes, they do. 1.6.2.11 Technician Identification and Accounting of Labour TimeAll customer pay, warranty, policy, and internal job card time must be accountable through the technician's time and payroll records. All technicians' payroll...
No Open Recalls - 06/08/2011
... repair, but may require goodwill authorization depending upon the circumstances. Finally, the customer presents a letter indicating that their vehicle is included in a recall campaign, but IVH does not show the open recall. In some cases the service...
Part Return Program - 12/15/2011
... quality, benefiting everyone from part suppliers to service agents, but more importantly the customers who choose to buy GM vehicles. Anyone involved with this business for any length of time has seen firsthand the quality improvements made from the...
Components and Systems: Diesel Emissions - 08/10/2010
... to the consumer; there is no change in vehicle performance or drivability. The only area of customer responsibility is refilling the diesel exhaust fluid tank. The DEF in a GM truck should last approximately 5,000 miles depending on usage. The vehicle...
What Really Needs to be Printed? - 12/24/2010
... store's DMS system printed two warranty copies of the job card, a service copy, a file copy, a customer copy, and an invoice copy. They also used pre-write up sheets. We all know that the warranty transaction must contain specific documentation that...
Anatomy of a Warranty Block - 04/27/2011
A 2011 Chevrolet Silverado comes into the service department with a very bad knock. The customer states that they were towing their boat to the lake when the noise began. The service writer opens a new job card and pulls the vehicle history from IVH....
Global Warranty Management - 11/05/2012
... Calculator may also be edited with details from the job to calculate the mandatory minimum customer/dealer participation amount.Based on the inputs, the system will calculate the days and miles out of warranty as well as the mandatory minimum participation...
Year End Is In Sight - 10/08/2012
... tab, allows you to view a processed transaction, including the labour total, net item totals, customer participation and parts total, as well as the parts handling (mark up) total in the pricing requested section. This view provides a pretty good breakdown...
Required Operating Procedures Update - 08/30/2012
... the following:Technicians are not allowed to assign labour operations and times from the LTG.Each customer complaint must have only one repair labour operation assigned, which must describe the repair for the failed component. Collateral damage repairs...
Service Programming System Warranty Transactions - 08/30/2012
... Do not use these labour operations in conjunction with another labour code for the same customer concern....
Reject of the Month - 02/26/2013
A warranty administrator recently submitted a GMPP transaction for the replacement of a thermostat housing. The customer had a poor heat concern on their 2008 Suzuki MPV. The technician found that the thermostat was opening too soon, and therefore required...
August 2012 Recall Update - 08/09/2012
... is covered for a period of 10 years or 120,000 miles. Dealers are to replace the timing chain.Customer Satisfaction Program 12050A - Rear Axle Grinding Noise, Vibration-Inspect Rear Axle: Certain 2011-2012 model year vehicles may have a condition in...
PZEV and SULEV - 06/06/2012
... Rhode Island, and Washington.The extended emissions coverage stays with the vehicle, even if a customer moves to a state that did not adopt the more stringent California emissions standards. The most effective way of determining a vehicle's emission...
Reject of the Month - 04/23/2018
... the vehicle was brought in for service. The revised bulletin provided an increased labor time reimbursement for the performance of the control module reprogramming for those vehicles with job card open dates after March 30, 2018. Job card open dates...
Warranty Administration Resource Center - 04/23/2018
... Submission Resources tab for those helpful job aids and many more. Looking for the appropriate reimbursement for a Chevrolet 2-Year Scheduled Maintenance service on a 2018 Equinox diesel? Go to the Dealer Program Guides tab to find the “2017 and...
Service Agent Self-Review (SASR) - 05/22/2018
... address those areas of concern. If inaccuracies in transaction administration are found, a credit reimbursement to GM may be performed to correct the concerns. For consistent areas of non-compliance, service agents must analyze internal processes to...
Variable Diagnostic Time Explained - 09/25/2018
... the actual time spent and clocked by the technician in diagnosing the condition stated by the customer and cannot be paid if an initial visual inspection identifies the problem. The technician’s comments must support the time paid; clocked time...
Field Actions - 11/21/2017
... involves the processing of the sales paperwork and not the physical delivery of the vehicle to the customer. GM has made the following tools available to the dealer to identify open field actions: Investigate Vehicle History: open/closed recalls...
More Than Three Days Rental - 10/24/2017
... justified. The reason appears to be that service advisors are not notifying management that their customers are going into the fourth day of rental. Without this approval, the Warranty Support Center will not pay rental over three days. When creating...
New Pilot Program Restricting Certain Labor Operations for Certain Zones - 01/22/2018
... the labor operation and a pre-authorization number that will be required when submitting for reimbursement. The approval must be printed and retained in the vehicle history file. The following zones are a part of this pilot program: North Central Region 5153...
CORRECTION: Policy Evaluation Tool - 11/21/2017
... Options include: Body Hardware and Trim, Brakes, HVAC, Steering, Transmission, and more. After the Customer Information, Time (days out of warranty), Mileage (miles out of warranty), reason for the policy adjustment selected from the drop down menu,...
Certified Elite Amendment - 04/17/2017
... recognizes dealers that have implemented processes into to their daily operations that provide customers with an elite service experience. Dealers that attain elite status qualify for elite service benefits, including enhanced levels of empowerment. In...
Field Action Completion - 05/22/2017
... Doing so will provide the service advisor with the opportunity to bring field actions to the customer’s attention, as well as encourage completion at the service visit. Utilize field action reports in GlobalConnect to also identify open field actions...
Reject of the Month - Error code 232 - 08/23/2016
... with request for supporting documentation. It was necessary to attach a copy of the original customer paid invoice to support the parts warranty prior to resubmission. Once this information was included, the transaction was accepted for payment.&nbs...
Open or Pending Product Field Actions on Inventory Vehicles - 11/29/2016
... open or pending product field actions prior to any test drives or demonstration to the prospective customer. The field action job card must be completed on or before the date the dealer is intending to sell the vehicle. If field action repairs have been...
Formerly in QuickLinks - 04/17/2017
... Center include BDC Support, CBGC Protection, Certified Service, GM Program Info, and Voice of the Customer. Any of the applications may be added to your shortcuts by clicking the “Add to My Shortcuts” button from the App Center. ...
Reject of the Month - 03/01/2016
A customer with a 2013 Chevrolet Volt had a concern with the Service Engine Soon light coming on. The technician performed a scan test and pulled several current codes. After further inspection and evaluation, the technician found that the hybrid battery...
... quality, benefiting everyone from part suppliers to service agents, but more importantly the customers who choose to buy GM vehicles. Anyone involved with this business for any length of time has seen firsthand the quality improvements made from the...
Components and Systems: Diesel Emissions - 08/10/2010
... to the consumer; there is no change in vehicle performance or drivability. The only area of customer responsibility is refilling the diesel exhaust fluid tank. The DEF in a GM truck should last approximately 5,000 miles depending on usage. The vehicle...
What Really Needs to be Printed? - 12/24/2010
... store's DMS system printed two warranty copies of the job card, a service copy, a file copy, a customer copy, and an invoice copy. They also used pre-write up sheets. We all know that the warranty transaction must contain specific documentation that...
Anatomy of a Warranty Block - 04/27/2011
A 2011 Chevrolet Silverado comes into the service department with a very bad knock. The customer states that they were towing their boat to the lake when the noise began. The service writer opens a new job card and pulls the vehicle history from IVH....
Global Warranty Management - 11/05/2012
... Calculator may also be edited with details from the job to calculate the mandatory minimum customer/dealer participation amount.Based on the inputs, the system will calculate the days and miles out of warranty as well as the mandatory minimum participation...
Year End Is In Sight - 10/08/2012
... tab, allows you to view a processed transaction, including the labour total, net item totals, customer participation and parts total, as well as the parts handling (mark up) total in the pricing requested section. This view provides a pretty good breakdown...
Required Operating Procedures Update - 08/30/2012
... the following:Technicians are not allowed to assign labour operations and times from the LTG.Each customer complaint must have only one repair labour operation assigned, which must describe the repair for the failed component. Collateral damage repairs...
Service Programming System Warranty Transactions - 08/30/2012
... Do not use these labour operations in conjunction with another labour code for the same customer concern....
Reject of the Month - 02/26/2013
A warranty administrator recently submitted a GMPP transaction for the replacement of a thermostat housing. The customer had a poor heat concern on their 2008 Suzuki MPV. The technician found that the thermostat was opening too soon, and therefore required...
August 2012 Recall Update - 08/09/2012
... is covered for a period of 10 years or 120,000 miles. Dealers are to replace the timing chain.Customer Satisfaction Program 12050A - Rear Axle Grinding Noise, Vibration-Inspect Rear Axle: Certain 2011-2012 model year vehicles may have a condition in...
PZEV and SULEV - 06/06/2012
... Rhode Island, and Washington.The extended emissions coverage stays with the vehicle, even if a customer moves to a state that did not adopt the more stringent California emissions standards. The most effective way of determining a vehicle's emission...
Reject of the Month - 04/23/2018
... the vehicle was brought in for service. The revised bulletin provided an increased labor time reimbursement for the performance of the control module reprogramming for those vehicles with job card open dates after March 30, 2018. Job card open dates...
Warranty Administration Resource Center - 04/23/2018
... Submission Resources tab for those helpful job aids and many more. Looking for the appropriate reimbursement for a Chevrolet 2-Year Scheduled Maintenance service on a 2018 Equinox diesel? Go to the Dealer Program Guides tab to find the “2017 and...
Service Agent Self-Review (SASR) - 05/22/2018
... address those areas of concern. If inaccuracies in transaction administration are found, a credit reimbursement to GM may be performed to correct the concerns. For consistent areas of non-compliance, service agents must analyze internal processes to...
Variable Diagnostic Time Explained - 09/25/2018
... the actual time spent and clocked by the technician in diagnosing the condition stated by the customer and cannot be paid if an initial visual inspection identifies the problem. The technician’s comments must support the time paid; clocked time...
Field Actions - 11/21/2017
... involves the processing of the sales paperwork and not the physical delivery of the vehicle to the customer. GM has made the following tools available to the dealer to identify open field actions: Investigate Vehicle History: open/closed recalls...
More Than Three Days Rental - 10/24/2017
... justified. The reason appears to be that service advisors are not notifying management that their customers are going into the fourth day of rental. Without this approval, the Warranty Support Center will not pay rental over three days. When creating...
New Pilot Program Restricting Certain Labor Operations for Certain Zones - 01/22/2018
... the labor operation and a pre-authorization number that will be required when submitting for reimbursement. The approval must be printed and retained in the vehicle history file. The following zones are a part of this pilot program: North Central Region 5153...
CORRECTION: Policy Evaluation Tool - 11/21/2017
... Options include: Body Hardware and Trim, Brakes, HVAC, Steering, Transmission, and more. After the Customer Information, Time (days out of warranty), Mileage (miles out of warranty), reason for the policy adjustment selected from the drop down menu,...
Certified Elite Amendment - 04/17/2017
... recognizes dealers that have implemented processes into to their daily operations that provide customers with an elite service experience. Dealers that attain elite status qualify for elite service benefits, including enhanced levels of empowerment. In...
Field Action Completion - 05/22/2017
... Doing so will provide the service advisor with the opportunity to bring field actions to the customer’s attention, as well as encourage completion at the service visit. Utilize field action reports in GlobalConnect to also identify open field actions...
Reject of the Month - Error code 232 - 08/23/2016
... with request for supporting documentation. It was necessary to attach a copy of the original customer paid invoice to support the parts warranty prior to resubmission. Once this information was included, the transaction was accepted for payment.&nbs...
Open or Pending Product Field Actions on Inventory Vehicles - 11/29/2016
... open or pending product field actions prior to any test drives or demonstration to the prospective customer. The field action job card must be completed on or before the date the dealer is intending to sell the vehicle. If field action repairs have been...
Formerly in QuickLinks - 04/17/2017
... Center include BDC Support, CBGC Protection, Certified Service, GM Program Info, and Voice of the Customer. Any of the applications may be added to your shortcuts by clicking the “Add to My Shortcuts” button from the App Center. ...
Reject of the Month - 03/01/2016
A customer with a 2013 Chevrolet Volt had a concern with the Service Engine Soon light coming on. The technician performed a scan test and pulled several current codes. After further inspection and evaluation, the technician found that the hybrid battery...
Certified Elite - 02/02/2016
... points based on performance in several different categories, including the following:New Vehicle Customer RetentionService Training Standards - Q1 STS 100% or higher, Q2 STS 125% or higher, Q3 STS 150% or higher, and Q4 STS 200% or higher. 100 points...
Details of the Cause and Correction - 05/24/2016
... cause and correction information, that information must be on the invoice copies so that both the customer understands what has failed and what was done to correct that failure and GM can see that information as well. Common examples that support the...
Reject of the Month - 04/28/2016
In January a dealer submitted a warranty claim for a transmission repair on a 2016 Buick LaCrosse. The customer had an issue with the Buick hesitating and was rough on take-off. The technician documented the active DTC and noted that the vehicle would...
Tech Time Documentation - 07/28/2016
... be documented on the technician's time ticket by job card.All warranty and policy repair time for customer concerns that are added to the job card after the initial job card write-up, must have individual and specific on/off time punch times on the technician's...
Certified Elite Criteria - 01/21/2015
... of the established thresholds. In addition to parts loyalty, the thresholds include new vehicle customer retention of 66% or higher, dealership field action closure rate of 90%, repeat repairs 3% or less, and Service Training Standards of 100% or greater....
Diagnostic Time Service Management Approval - 12/19/2014
... to "actual time to perform" it is just being paid in full. Additionally, it is being paid when the customer complaint doesn't fit the need to do any additional diagnosis. Service management approval is required prior to the claim submission. Since...
Required Operating Procedures - 12/19/2014
... on the technician's time ticket by job card. All warranty and policy repair time for any customer concerns added to the job card after the initial write-up and OLH must have individual and specific on/off punch times on the technician's time ticket...
Unintended Ignition Key Rotation Clarification - 10/03/2014
... the recall bulletin. This will allow for completion of the recall on 1 vehicle. NOTE: if the customer brings in more than 2 keys for the recall, and more than 2 keys are repaired, document the situation on the job card and include service management...
Global Warranty Management - 10/31/2014
... are available. By publishing this information in IVH, the service team is able to advise the customer that a recall is pending, although a repair procedure has yet to be published. It is imperative that the service team confirm that the Field Action...
Certified Elite - 07/29/2015
... continues to require an above average performance in all criteria categories. New vehicle customer retention has increased to 69% or higher, repeat repair criteria has decreased to 1.3% or less, and the dealership field action closure rate has...
Global Warranty Management - 07/29/2015
... Empowerment application in the Empowerment Portal. Select the Detail Search tab or search by customer name or VIN. Enter the request number for the claim pre-approval that you would like to print. The request number is documented on the pre-approval...
GM 2 Mode Hybrid Battery Assembly - 06/30/2015
... the core must be a like-for-like part number/product and identifiable - no alternative cores. The customer copy of the job card and the technician's diagnostic information must be included. Shipping Preparation reminders: The failed assembly...
New Transportation Claim Submission Requirements - 02/23/2015
If a customer is looking to purchase a vehicle that was damaged in-transit to the dealership and subsequently repaired, the sales department must disclose that damage prior to the purchase. The question has been asked if the dollar amount of the repair...
2016 Model Year Warranty Coverage - 03/26/2015
Warranty coverage for the 2016 model year has been updated to better align with customer needs and expectations. In addition to the 3/36,000 bumper-to-bumper warranty, all Chevrolet and GMC vehicles will come with a powertrain limited warranty that totals...
The Value of a Warranty Administrator - 03/26/2015
... that the job card has all the required documentation before submission including 3 C's, customer signature, technician time recordings, service management properly documented approvals and authorizations, and attached supporting documentation.Submit...
Application of Authorization Code R Changes - 03/26/2015
... same labor operation must be used again or it appears that a previous repair did not correct the customers concern within a certain period of time (typically six months), it should be obvious that the transaction will require authorization code R. GM...
Remember These Labor Operations? - 06/02/2015
... the concern.The code is derived from the vehicle grid used (car/truck/SUV), location on the grid, customer issue, issue size (front to back) and issue size (up and down). Did you know that jlwarranty has made the selection of the code quite a bit...
Electrical and Powertrain Reset - 10/23/2015
... of TIS service programming. They should not be used for setting a system configuration that is a customer preference. These labor operations are used in instances where a module has encountered a software anomaly in which the corrective action is to...
Reject of the Month - 12/01/2015
... dealer submitted a transaction for payment on completion of Special Coverage 15356. The customer presented the 2010 Malibu sedan with a loss of power steering concern, with all lights flashing on dash when power steering is inoperative. The technician...
Sublet Vendors - 10/23/2015
Sublet: Service P&P Manual Article 2.5 states the following: Sublet invoices are to contain the customer name, VIN, date of repair, and a complete description of repairs performed. This information must be attached to the job card and be a part of...
Service Training Standards - 11/18/2013
... that 69% of technicians who have not completed this category are missing the "Brand Quality, Customer Retention and the 3 C's" web based training video. This one hour video is an interesting view of how important it is for both service advisors and technicians...
Certified Elite Criteria Update - 10/01/2013
... Elite status in January 2014, dealers must meet or exceed the following criteria:New Vehicle Customer Retention - 43% or higher (NEW) 2% increase from the previous periodDealership Parts Loyalty - 85% or higher (NEW) 2% increase from the previous periodRepeat...
New Vehicle Tire Warranty - 09/04/2013
... conditions will be charged backThe prorated amount of the tire only is submitted as Customer ParticipationA Pre-Repair Authorization must be generated for all tire warranty transactions (GWM > Prepare & Submit Transactions > Search/Create a...
Service Update Bulletins and Stock Units - 05/14/2013
... product issues and unsatisfactory conditions on the vehicles they build and will notify a customer when a required field action, or recall as it is commonly referred to, has been called on their vehicle. Sometimes these field actions need to be performed...
Reject of the Month - 06/19/2013
... for the replacement of the evaporative vent solenoid valve on a 2009 Chevrolet Impala. The customer has a concern with the check engine light being on and an exhaust odor. The technician scanned the ECM and found code P0449. The EVAP vent solenoid...
... points based on performance in several different categories, including the following:New Vehicle Customer RetentionService Training Standards - Q1 STS 100% or higher, Q2 STS 125% or higher, Q3 STS 150% or higher, and Q4 STS 200% or higher. 100 points...
Details of the Cause and Correction - 05/24/2016
... cause and correction information, that information must be on the invoice copies so that both the customer understands what has failed and what was done to correct that failure and GM can see that information as well. Common examples that support the...
Reject of the Month - 04/28/2016
In January a dealer submitted a warranty claim for a transmission repair on a 2016 Buick LaCrosse. The customer had an issue with the Buick hesitating and was rough on take-off. The technician documented the active DTC and noted that the vehicle would...
Tech Time Documentation - 07/28/2016
... be documented on the technician's time ticket by job card.All warranty and policy repair time for customer concerns that are added to the job card after the initial job card write-up, must have individual and specific on/off time punch times on the technician's...
Certified Elite Criteria - 01/21/2015
... of the established thresholds. In addition to parts loyalty, the thresholds include new vehicle customer retention of 66% or higher, dealership field action closure rate of 90%, repeat repairs 3% or less, and Service Training Standards of 100% or greater....
Diagnostic Time Service Management Approval - 12/19/2014
... to "actual time to perform" it is just being paid in full. Additionally, it is being paid when the customer complaint doesn't fit the need to do any additional diagnosis. Service management approval is required prior to the claim submission. Since...
Required Operating Procedures - 12/19/2014
... on the technician's time ticket by job card. All warranty and policy repair time for any customer concerns added to the job card after the initial write-up and OLH must have individual and specific on/off punch times on the technician's time ticket...
Unintended Ignition Key Rotation Clarification - 10/03/2014
... the recall bulletin. This will allow for completion of the recall on 1 vehicle. NOTE: if the customer brings in more than 2 keys for the recall, and more than 2 keys are repaired, document the situation on the job card and include service management...
Global Warranty Management - 10/31/2014
... are available. By publishing this information in IVH, the service team is able to advise the customer that a recall is pending, although a repair procedure has yet to be published. It is imperative that the service team confirm that the Field Action...
Certified Elite - 07/29/2015
... continues to require an above average performance in all criteria categories. New vehicle customer retention has increased to 69% or higher, repeat repair criteria has decreased to 1.3% or less, and the dealership field action closure rate has...
Global Warranty Management - 07/29/2015
... Empowerment application in the Empowerment Portal. Select the Detail Search tab or search by customer name or VIN. Enter the request number for the claim pre-approval that you would like to print. The request number is documented on the pre-approval...
GM 2 Mode Hybrid Battery Assembly - 06/30/2015
... the core must be a like-for-like part number/product and identifiable - no alternative cores. The customer copy of the job card and the technician's diagnostic information must be included. Shipping Preparation reminders: The failed assembly...
New Transportation Claim Submission Requirements - 02/23/2015
If a customer is looking to purchase a vehicle that was damaged in-transit to the dealership and subsequently repaired, the sales department must disclose that damage prior to the purchase. The question has been asked if the dollar amount of the repair...
2016 Model Year Warranty Coverage - 03/26/2015
Warranty coverage for the 2016 model year has been updated to better align with customer needs and expectations. In addition to the 3/36,000 bumper-to-bumper warranty, all Chevrolet and GMC vehicles will come with a powertrain limited warranty that totals...
The Value of a Warranty Administrator - 03/26/2015
... that the job card has all the required documentation before submission including 3 C's, customer signature, technician time recordings, service management properly documented approvals and authorizations, and attached supporting documentation.Submit...
Application of Authorization Code R Changes - 03/26/2015
... same labor operation must be used again or it appears that a previous repair did not correct the customers concern within a certain period of time (typically six months), it should be obvious that the transaction will require authorization code R. GM...
Remember These Labor Operations? - 06/02/2015
... the concern.The code is derived from the vehicle grid used (car/truck/SUV), location on the grid, customer issue, issue size (front to back) and issue size (up and down). Did you know that jlwarranty has made the selection of the code quite a bit...
Electrical and Powertrain Reset - 10/23/2015
... of TIS service programming. They should not be used for setting a system configuration that is a customer preference. These labor operations are used in instances where a module has encountered a software anomaly in which the corrective action is to...
Reject of the Month - 12/01/2015
... dealer submitted a transaction for payment on completion of Special Coverage 15356. The customer presented the 2010 Malibu sedan with a loss of power steering concern, with all lights flashing on dash when power steering is inoperative. The technician...
Sublet Vendors - 10/23/2015
Sublet: Service P&P Manual Article 2.5 states the following: Sublet invoices are to contain the customer name, VIN, date of repair, and a complete description of repairs performed. This information must be attached to the job card and be a part of...
Service Training Standards - 11/18/2013
... that 69% of technicians who have not completed this category are missing the "Brand Quality, Customer Retention and the 3 C's" web based training video. This one hour video is an interesting view of how important it is for both service advisors and technicians...
Certified Elite Criteria Update - 10/01/2013
... Elite status in January 2014, dealers must meet or exceed the following criteria:New Vehicle Customer Retention - 43% or higher (NEW) 2% increase from the previous periodDealership Parts Loyalty - 85% or higher (NEW) 2% increase from the previous periodRepeat...
New Vehicle Tire Warranty - 09/04/2013
... conditions will be charged backThe prorated amount of the tire only is submitted as Customer ParticipationA Pre-Repair Authorization must be generated for all tire warranty transactions (GWM > Prepare & Submit Transactions > Search/Create a...
Service Update Bulletins and Stock Units - 05/14/2013
... product issues and unsatisfactory conditions on the vehicles they build and will notify a customer when a required field action, or recall as it is commonly referred to, has been called on their vehicle. Sometimes these field actions need to be performed...
Reject of the Month - 06/19/2013
... for the replacement of the evaporative vent solenoid valve on a 2009 Chevrolet Impala. The customer has a concern with the check engine light being on and an exhaust odor. The technician scanned the ECM and found code P0449. The EVAP vent solenoid...
May 2013 Bulletin Updates: - 06/19/2013
... 0600343- Incidental Non-Warranty Expense: 0600015- Vehicle Payment Expense: 060000506-00-89-026K: Customer Concern Not Duplicated. The CCND operations now reflect the new GLC format. Descriptions for the operations are included as well as examples for...
Reject of the Month: Evaporative Vent Solenoid Valve: - 07/03/2013
... and close the job card as soon as possible. The repair was for a 2008 Chevrolet TrailBlazer with a customer concern of a rattle sound from the engine area when the vehicle is warm and on acceleration.The technician diagnosed the vehicle and verified...
Battery Replacements on Vehicles With Less Than 250 Miles - 07/30/2013
... battery cable.A warranty submission on a vehicle with less than 250 miles, stock vehicle or customer owned, will reject and no self-authorization code can override it. GM recently announced that the PQC is no longer involved with the 250 mile battery...
Summer Splash Accessory Promo - 07/30/2013
... type for an eligible vehicle must have been successfully reported as delivered to a retail customer from July 2-September 30, 2013The eligible vehicle's delivery report must be transmitted to GM through the CDR system by close of business September 30The...
Certified Elite Criteria - 01/28/2014
... thresholds. In addition to the field action closure rate, the thresholds include new vehicle customer retention of 64% or higher, dealership parts loyalty of 87%, repeat repairs less than 3%, and Service Training Standards of 100% or greater. The benefits...
Reject of the Month - 02/27/2014
... for labour code 8060440, was the beginning of some frustration for an Indiana dealer on a Customer Enthusiasm tire replacement claim. Because the amount in the net item field exceeded the service agent's empowerment, the claim had to be routed for payment. The...
GM Maintenance Program Specifics - 01/10/2014
... GM programs, specific documentation is required to comply with the rules of the programs and the customer cannot have the services performed at just any GM dealership. Cadillac's program, Cadillac Premium Care Maintenance, requires that the maintenance...
Filing - 06/06/2014
... card number; history indicates every job card that was created on the vehicle including warranty, customer pay, and internal. Accounting copies must be kept for the period of time your state requires and may be filed by job card number. Do not file accounting...
Major Assembly Restrictions - 04/03/2014
... in that location, as well as in SI.Have the job card number, VIN, BAC code and a detailed customer concern available when calling the PQC.Once an assembly replacement is authorized, the Service Agent may proceed with the replacement and warranty transaction...
Details of Cause and Correction - 05/09/2014
... for documenting the first piece of information associated with the repair, a description of each customer concern. The advisor must confirm that each statement is detailed and descriptive. Vaguely written job card descriptions, such as "clunk noise"...
PDI Accessories - 06/29/2021
Reimbursement for the installation of dealer installed, factory invoiced options is not part of the PDI auto pay process. A transaction must be submitted using labor operation 0590032. Many service agents miss out on a great deal of additional warranty ...
Battery Bulletin Update - 03/22/2021
... of vehicle ignition cycle. The information is uploaded to GM to provide the dealer with a customer report. The 12V Battery Testing section of the bulletin contains several updates from the previous bulletin version. When testing 12V batteries ensure...
Reject of the Month - March 2021 - 02/25/2021
Error XXX: Customer Signature (or Service Management Signature) Not Present on the Job Card Error XXX: Mileage out is Not Recorded on the Job Card Error XXX: 3 C’s Documentation does not Support Diagnostic Time Are you scratching your head...
Cadillac Certified Pre-owned Warranty - 04/29/2021
... Certified Pre-owned warranty programs in effect. To determine which warranty your Cadillac customer has, you must refer to Investigate Vehicle History (IVH)/Applicable Warranties. The oldest of the three warranties is displayed in Applicable Warranties...
GM Authorization - 02/25/2021
... GM authorization to validate the tire proration dollar amount is being accurately charged to the customer. There are other unique situations where a transaction will require GM authorization, but the above are the most common. When a transaction...
Technician Identification and Accounting of Labor Time - 01/28/2020
... you need to pull your technician off a warranty job to work on another warranty job because that customer is waiting, he/she will need to clock off of the vehicle they were working on and start a new clock time on the vehicle with the waiting customer. There...
Coronavirus: Share Your Thoughts - 03/27/2020
... role within the team. Has the service department noticed a significant increase or decrease in customer traffic? Have you or someone on your team experienced a self-quarantine situation? If so, has it affected your ability to perform your specific responsibilities? ...
Variable Diagnostic Time - 08/27/2019
... the technician’s comments support the time claimed? Scenario # 1: 0.3 Hours Diagnosis Time: Customer states that the lane assist was lite up orange on the dash. Scan and diagnose codes B1011, U0140, and U0141. Check for loose connection at front...
Battery Policies - 09/24/2019
... tag from the battery being installed must be removed and attached to the warranty job card. In a customer pay situation, the tag must be left on the battery as the information on the tag includes the ACDelco battery warranty information. If a battery...
24 Month Warranty - 04/22/2019
... change is now a year old, service advisors need to pay attention to the original date sold when a customer asks about a part warranty on a part they previously purchased or had installed. If the original part was installed or purchased in March of 2018,...
Pre-Repair Authorization - 03/26/2019
... the dealer with validating component defects, and to help communicate warranty eligibility to the customer in the service lane. Almost a year later, the program began rolling out, regionally, to dealers. Once the region went “live,” labor...
Emissions - 03/27/2019
Throughout the course of the day, week, and month, customer’s with both new and old vehicles visit the service department with concerns regarding their emissions system. Typically, the reason for bringing their vehicle is an illuminated check engine...
Remote Battery Monitoring Through OnStar - 11/29/2018
... the free battery monitoring. If a vehicle is identified with a low voltage condition, GM Customer Assistance will communicate the issue to the owner and encourage them to replace the identified battery section. Dealerships that receive vehicles...
WPC Parts Return Program - 12/19/2018
... quality, benefiting everyone from part suppliers to service agents, but more importantly the customers who choose to buy GM vehicles. Anyone involved with this business for any length of time has seen firsthand the quality improvements made from the...
Field Action Bulletin Number Change - 11/29/2018
... new number will contain one alpha and nine numeric characters, such as with recently released Customer Satisfaction Recall N182191300. The preceding N represents the originating region. N represents North America. The next two numeric characters represent...
... 0600343- Incidental Non-Warranty Expense: 0600015- Vehicle Payment Expense: 060000506-00-89-026K: Customer Concern Not Duplicated. The CCND operations now reflect the new GLC format. Descriptions for the operations are included as well as examples for...
Reject of the Month: Evaporative Vent Solenoid Valve: - 07/03/2013
... and close the job card as soon as possible. The repair was for a 2008 Chevrolet TrailBlazer with a customer concern of a rattle sound from the engine area when the vehicle is warm and on acceleration.The technician diagnosed the vehicle and verified...
Battery Replacements on Vehicles With Less Than 250 Miles - 07/30/2013
... battery cable.A warranty submission on a vehicle with less than 250 miles, stock vehicle or customer owned, will reject and no self-authorization code can override it. GM recently announced that the PQC is no longer involved with the 250 mile battery...
Summer Splash Accessory Promo - 07/30/2013
... type for an eligible vehicle must have been successfully reported as delivered to a retail customer from July 2-September 30, 2013The eligible vehicle's delivery report must be transmitted to GM through the CDR system by close of business September 30The...
Certified Elite Criteria - 01/28/2014
... thresholds. In addition to the field action closure rate, the thresholds include new vehicle customer retention of 64% or higher, dealership parts loyalty of 87%, repeat repairs less than 3%, and Service Training Standards of 100% or greater. The benefits...
Reject of the Month - 02/27/2014
... for labour code 8060440, was the beginning of some frustration for an Indiana dealer on a Customer Enthusiasm tire replacement claim. Because the amount in the net item field exceeded the service agent's empowerment, the claim had to be routed for payment. The...
GM Maintenance Program Specifics - 01/10/2014
... GM programs, specific documentation is required to comply with the rules of the programs and the customer cannot have the services performed at just any GM dealership. Cadillac's program, Cadillac Premium Care Maintenance, requires that the maintenance...
Filing - 06/06/2014
... card number; history indicates every job card that was created on the vehicle including warranty, customer pay, and internal. Accounting copies must be kept for the period of time your state requires and may be filed by job card number. Do not file accounting...
Major Assembly Restrictions - 04/03/2014
... in that location, as well as in SI.Have the job card number, VIN, BAC code and a detailed customer concern available when calling the PQC.Once an assembly replacement is authorized, the Service Agent may proceed with the replacement and warranty transaction...
Details of Cause and Correction - 05/09/2014
... for documenting the first piece of information associated with the repair, a description of each customer concern. The advisor must confirm that each statement is detailed and descriptive. Vaguely written job card descriptions, such as "clunk noise"...
PDI Accessories - 06/29/2021
Reimbursement for the installation of dealer installed, factory invoiced options is not part of the PDI auto pay process. A transaction must be submitted using labor operation 0590032. Many service agents miss out on a great deal of additional warranty ...
Battery Bulletin Update - 03/22/2021
... of vehicle ignition cycle. The information is uploaded to GM to provide the dealer with a customer report. The 12V Battery Testing section of the bulletin contains several updates from the previous bulletin version. When testing 12V batteries ensure...
Reject of the Month - March 2021 - 02/25/2021
Error XXX: Customer Signature (or Service Management Signature) Not Present on the Job Card Error XXX: Mileage out is Not Recorded on the Job Card Error XXX: 3 C’s Documentation does not Support Diagnostic Time Are you scratching your head...
Cadillac Certified Pre-owned Warranty - 04/29/2021
... Certified Pre-owned warranty programs in effect. To determine which warranty your Cadillac customer has, you must refer to Investigate Vehicle History (IVH)/Applicable Warranties. The oldest of the three warranties is displayed in Applicable Warranties...
GM Authorization - 02/25/2021
... GM authorization to validate the tire proration dollar amount is being accurately charged to the customer. There are other unique situations where a transaction will require GM authorization, but the above are the most common. When a transaction...
Technician Identification and Accounting of Labor Time - 01/28/2020
... you need to pull your technician off a warranty job to work on another warranty job because that customer is waiting, he/she will need to clock off of the vehicle they were working on and start a new clock time on the vehicle with the waiting customer. There...
Coronavirus: Share Your Thoughts - 03/27/2020
... role within the team. Has the service department noticed a significant increase or decrease in customer traffic? Have you or someone on your team experienced a self-quarantine situation? If so, has it affected your ability to perform your specific responsibilities? ...
Variable Diagnostic Time - 08/27/2019
... the technician’s comments support the time claimed? Scenario # 1: 0.3 Hours Diagnosis Time: Customer states that the lane assist was lite up orange on the dash. Scan and diagnose codes B1011, U0140, and U0141. Check for loose connection at front...
Battery Policies - 09/24/2019
... tag from the battery being installed must be removed and attached to the warranty job card. In a customer pay situation, the tag must be left on the battery as the information on the tag includes the ACDelco battery warranty information. If a battery...
24 Month Warranty - 04/22/2019
... change is now a year old, service advisors need to pay attention to the original date sold when a customer asks about a part warranty on a part they previously purchased or had installed. If the original part was installed or purchased in March of 2018,...
Pre-Repair Authorization - 03/26/2019
... the dealer with validating component defects, and to help communicate warranty eligibility to the customer in the service lane. Almost a year later, the program began rolling out, regionally, to dealers. Once the region went “live,” labor...
Emissions - 03/27/2019
Throughout the course of the day, week, and month, customer’s with both new and old vehicles visit the service department with concerns regarding their emissions system. Typically, the reason for bringing their vehicle is an illuminated check engine...
Remote Battery Monitoring Through OnStar - 11/29/2018
... the free battery monitoring. If a vehicle is identified with a low voltage condition, GM Customer Assistance will communicate the issue to the owner and encourage them to replace the identified battery section. Dealerships that receive vehicles...
WPC Parts Return Program - 12/19/2018
... quality, benefiting everyone from part suppliers to service agents, but more importantly the customers who choose to buy GM vehicles. Anyone involved with this business for any length of time has seen firsthand the quality improvements made from the...
Field Action Bulletin Number Change - 11/29/2018
... new number will contain one alpha and nine numeric characters, such as with recently released Customer Satisfaction Recall N182191300. The preceding N represents the originating region. N represents North America. The next two numeric characters represent...
Bulletin Updates - 02/21/2019
... and 08-00-89-014D, respectively. The Comeback Prevention bulletin is in place to reduce customer comebacks, and the possibility of a buyback situation. The bulletin was revised to include the 2018-19MY. The DCM and TAC bulletin was revised to include...
GM Authorization and Attachments - 01/21/2019
... in message GCUS-9-6718 that the copy of the job card they want to see is the copy that has the customer signature. Below is a list of transaction examples that require an attachment. The requirements stated in this article apply specifically to...
The Warranty Resource Center - 04/25/2023
... and Claims Submission tile for those helpful job aids and many more. Looking for the appropriate reimbursement for a Chevrolet Scheduled Maintenance service on a 2023 Chevrolet Corvette with a 6.2L engine? Go to the Programs and Claims Submission tile...
Dongle Reminders: - 08/29/2023
... proceed with job card write up for the installation of the previously ordered part. Issue: The customer has an appointment in two weeks, but drops the vehicle off and leaves it for the upcoming appointment. The advisor opens a job card to collect customer...
Technician Accounting of Labor Time - 01/29/2024
... Time Guide Other Labor Hours Additionally, when state statutes permit, the dealer may seek reimbursement using time from a third-party time guide. In these cases, the dealer must submit a copy of the applicable published time from the third-party...
Chassis Parts Lifetime Warranty - 05/25/2022
... part is installed under the New Vehicle Warranty or GM Parts and Accessories Warranties where the customer does not pay for any portion of the repair. Verify warranty eligibility by requesting from the customer the original job card or sales slip. A...
Warranty Resource Center - 04/26/2022
... and Claims Submission tile for those helpful job aids and many more. Looking for the appropriate reimbursement for a Chevrolet Scheduled Maintenance service on a 2022 Chevrolet Silverado with a 5.3L engine? Go to the Programs and Claims Submission tile...
The Photo Return Process - 02/23/2022
... part locally. If a dealer completes a Part Photo Return Request, they will be eligible to receive reimbursement. You must wait until the Part Photo Return Request has been chosen to be “scrapped locally” or “returned to the Warranty...
2022 Policies & Procedures Updates - 03/28/2022
... in Article 6.2.1 and the requirement to have specific fields available on the envelope for the customer to fill out, “Complete VIN” was changed to “Complete VIN and/or last 8 digits of the VIN”. The completed early bird envelope...
Quick Rental Update - 10/26/2021
... a GM branded rental vehicle. Their initial primary focus will be supporting Chevrolet Bolt customers with rental needs during Bolt recall repairs. ...
Repair Process - 12/01/2021
... order situations (when the vehicle may still be driven). Once the ordered part arrives and the customer returns to the dealership for part installation, a new job card is written. The new job card should include reference to the original part ordered...
New Labor Operation - 01/04/2023
... model year vehicles. The new code has been put into place to help GM isolate instances where a customer’s concern is remedied when a technician resets the power by disconnecting and reconnecting a connector, fuse, or battery cable. The labor operation...
Powertrain Contact Center - 02/28/2023
... that buy GM engines, transfer cases, and transmissions over-the-counter are entitled to labor reimbursement should any of those components fail within the 36-month, 100,000 mile warranty coverage period. The PCC’s phone number is (866) 453-4123...
OLH Self-Empowerment Levels - 02/28/2023
... ZREG Line-Diagnosis time punch and final time punch by the technician on 8/22/22 2. Customer Pay Line-Diagnosed on 8/22/22, line completed by the technician on 8/29/22 The Job Card Close Out Date and Customer Invoiced: 8/30/22 The Warranty...
Minimizing Rejected Transactions - 03/23/2023
... claims, is now up to $3,000.00. Keep in mind with policy repairs, it is the total of both the customer/dealer participation and GM participation that makes up the $3,000.00. Any transactions over $3,000.00 will need to be GM Authorized. A copy of the...
Alternative Options - 01/24/2023
... before any work can be performed by the technician. A job card that is missing the customer’s signature must be signed off by the manager before work can begin. As a reminder, this approval must be written approval containing a signature...
CPO Chevrolet Buick GMC Program - 08/22/2022
... New Vehicle Warranty should be completed during the certification process. Reconditioning, Customer Enthusiasm, and Policy adjustments are not allowed in the certification process or on any dealer stock vehicle. Service management approval is required...
Preventing Battery Debits - 07/27/2022
... are covered under the Bumper-to-Bumper Warranty. Once the Bumper-to-Bumper Warranty expires, the customer is responsible for battery replacements. A policy repair on a battery is not allowed. Battery replacements installed under the Bumper-to-Bumper...
Dongle Devices - 11/22/2022
... those values. If an essential data point is blank (e.g., VIN, mileage, etc.), contact the Techline Customer Support Center at (888) 337-1010 and select prompt 3, then prompt 1, then prompt 6. Due to rounding difference between the vehicle and the SAVI...
Reject of the Month - December 2022 - 11/21/2022
... the steering wheel, bolt, labor to install the new steering wheel and an 8-day rental charge. The customer was placed in the rental on 10/6/2022 through 10/14/2022. The additional components, caused by the stripped bolt (column and steering covers),...
Reject of the Month - February 2022 - 01/27/2022
Error 66: Labor Code X is restricted and Requires GM Authorization A customer visited their local dealership with a concern of the brakes squealing and grinding after the vehicle sat overnight. The technician noted that the cause of the condition may...
Warranty Analysis - 01/04/2022
... from the analysis are expenses that are not included in warranty analytics reporting including Customer Enthusiasm, Policy, Recalls, and Goodwill. Additionally, labor expenses are adjusted to National average labor rates and parts expenses are adjusted...
January 2022 Recall Update - 01/04/2022
... are covered for 10/120,000 and 15/150,000 for all other model year vehicles in the population. Customer Satisfaction Recall N212340734 Fuel Economy Incorrectly Noted on Monroney Label: Approximately 8,161 vehicles are included in the recall population....
What can you learn from a warranty transaction? - 01/04/2022
... service department (i.e. overuse of OLH or diagnostic time or placing every customer in a rental vehicle). If the trends aren’t effectively managed, it may result in entry into an observation period. Incorrect labor operation application, repetitive...
Transmission Repair Clock Time - 01/27/2022
... Clock Time - The first clock time for any repair is typically diagnosis time. If a customer’s concern can’t be seen or heard, diagnostic procedures are often required to determine the cause of failure. As you can see in the labor operation...
... and 08-00-89-014D, respectively. The Comeback Prevention bulletin is in place to reduce customer comebacks, and the possibility of a buyback situation. The bulletin was revised to include the 2018-19MY. The DCM and TAC bulletin was revised to include...
GM Authorization and Attachments - 01/21/2019
... in message GCUS-9-6718 that the copy of the job card they want to see is the copy that has the customer signature. Below is a list of transaction examples that require an attachment. The requirements stated in this article apply specifically to...
The Warranty Resource Center - 04/25/2023
... and Claims Submission tile for those helpful job aids and many more. Looking for the appropriate reimbursement for a Chevrolet Scheduled Maintenance service on a 2023 Chevrolet Corvette with a 6.2L engine? Go to the Programs and Claims Submission tile...
Dongle Reminders: - 08/29/2023
... proceed with job card write up for the installation of the previously ordered part. Issue: The customer has an appointment in two weeks, but drops the vehicle off and leaves it for the upcoming appointment. The advisor opens a job card to collect customer...
Technician Accounting of Labor Time - 01/29/2024
... Time Guide Other Labor Hours Additionally, when state statutes permit, the dealer may seek reimbursement using time from a third-party time guide. In these cases, the dealer must submit a copy of the applicable published time from the third-party...
Chassis Parts Lifetime Warranty - 05/25/2022
... part is installed under the New Vehicle Warranty or GM Parts and Accessories Warranties where the customer does not pay for any portion of the repair. Verify warranty eligibility by requesting from the customer the original job card or sales slip. A...
Warranty Resource Center - 04/26/2022
... and Claims Submission tile for those helpful job aids and many more. Looking for the appropriate reimbursement for a Chevrolet Scheduled Maintenance service on a 2022 Chevrolet Silverado with a 5.3L engine? Go to the Programs and Claims Submission tile...
The Photo Return Process - 02/23/2022
... part locally. If a dealer completes a Part Photo Return Request, they will be eligible to receive reimbursement. You must wait until the Part Photo Return Request has been chosen to be “scrapped locally” or “returned to the Warranty...
2022 Policies & Procedures Updates - 03/28/2022
... in Article 6.2.1 and the requirement to have specific fields available on the envelope for the customer to fill out, “Complete VIN” was changed to “Complete VIN and/or last 8 digits of the VIN”. The completed early bird envelope...
Quick Rental Update - 10/26/2021
... a GM branded rental vehicle. Their initial primary focus will be supporting Chevrolet Bolt customers with rental needs during Bolt recall repairs. ...
Repair Process - 12/01/2021
... order situations (when the vehicle may still be driven). Once the ordered part arrives and the customer returns to the dealership for part installation, a new job card is written. The new job card should include reference to the original part ordered...
New Labor Operation - 01/04/2023
... model year vehicles. The new code has been put into place to help GM isolate instances where a customer’s concern is remedied when a technician resets the power by disconnecting and reconnecting a connector, fuse, or battery cable. The labor operation...
Powertrain Contact Center - 02/28/2023
... that buy GM engines, transfer cases, and transmissions over-the-counter are entitled to labor reimbursement should any of those components fail within the 36-month, 100,000 mile warranty coverage period. The PCC’s phone number is (866) 453-4123...
OLH Self-Empowerment Levels - 02/28/2023
... ZREG Line-Diagnosis time punch and final time punch by the technician on 8/22/22 2. Customer Pay Line-Diagnosed on 8/22/22, line completed by the technician on 8/29/22 The Job Card Close Out Date and Customer Invoiced: 8/30/22 The Warranty...
Minimizing Rejected Transactions - 03/23/2023
... claims, is now up to $3,000.00. Keep in mind with policy repairs, it is the total of both the customer/dealer participation and GM participation that makes up the $3,000.00. Any transactions over $3,000.00 will need to be GM Authorized. A copy of the...
Alternative Options - 01/24/2023
... before any work can be performed by the technician. A job card that is missing the customer’s signature must be signed off by the manager before work can begin. As a reminder, this approval must be written approval containing a signature...
CPO Chevrolet Buick GMC Program - 08/22/2022
... New Vehicle Warranty should be completed during the certification process. Reconditioning, Customer Enthusiasm, and Policy adjustments are not allowed in the certification process or on any dealer stock vehicle. Service management approval is required...
Preventing Battery Debits - 07/27/2022
... are covered under the Bumper-to-Bumper Warranty. Once the Bumper-to-Bumper Warranty expires, the customer is responsible for battery replacements. A policy repair on a battery is not allowed. Battery replacements installed under the Bumper-to-Bumper...
Dongle Devices - 11/22/2022
... those values. If an essential data point is blank (e.g., VIN, mileage, etc.), contact the Techline Customer Support Center at (888) 337-1010 and select prompt 3, then prompt 1, then prompt 6. Due to rounding difference between the vehicle and the SAVI...
Reject of the Month - December 2022 - 11/21/2022
... the steering wheel, bolt, labor to install the new steering wheel and an 8-day rental charge. The customer was placed in the rental on 10/6/2022 through 10/14/2022. The additional components, caused by the stripped bolt (column and steering covers),...
Reject of the Month - February 2022 - 01/27/2022
Error 66: Labor Code X is restricted and Requires GM Authorization A customer visited their local dealership with a concern of the brakes squealing and grinding after the vehicle sat overnight. The technician noted that the cause of the condition may...
Warranty Analysis - 01/04/2022
... from the analysis are expenses that are not included in warranty analytics reporting including Customer Enthusiasm, Policy, Recalls, and Goodwill. Additionally, labor expenses are adjusted to National average labor rates and parts expenses are adjusted...
January 2022 Recall Update - 01/04/2022
... are covered for 10/120,000 and 15/150,000 for all other model year vehicles in the population. Customer Satisfaction Recall N212340734 Fuel Economy Incorrectly Noted on Monroney Label: Approximately 8,161 vehicles are included in the recall population....
What can you learn from a warranty transaction? - 01/04/2022
... service department (i.e. overuse of OLH or diagnostic time or placing every customer in a rental vehicle). If the trends aren’t effectively managed, it may result in entry into an observation period. Incorrect labor operation application, repetitive...
Transmission Repair Clock Time - 01/27/2022
... Clock Time - The first clock time for any repair is typically diagnosis time. If a customer’s concern can’t be seen or heard, diagnostic procedures are often required to determine the cause of failure. As you can see in the labor operation...
Parts and Accessories Warranty - 03/28/2022
... miles. GM parts sold over the counter are covered for 24 months from the date of original customer purchase (parts only). Subsequent replacements under this warranty will still be covered with the remaining terms based on the date of the original...
Reject of the Month - August 2022 - 07/27/2022
... no crank condition on a 2020 Chevrolet Impala with approximately 20,933 miles. Additionally, the customer noted that there were many different warnings on the dash, including the service side detection, power steering reduced, ABS light, traction control,...
Updates to the Service Policies & Procedures Manual - 07/27/2022
... vehicle comes with a limited warranty, including benefits, support, and service throughout the customer’s ownership lifetime. The warranty under CarBravo includes a 6 month or 6,000 mile bumper-to-bumper limited warranty. If the vehicle has remaining...
Reject of the Month - July 2022 - 06/20/2022
... is being attached to the transaction review it for policy compliance prior to submission (e.g. customer signature or compliant management authorization, service management authorization, time documentation, etc). Additionally, when naming attached files,...
Supporting Documentation - 01/29/2024
... GR8 (or other GM approved equipment) battery warranty code and Test Report Printout Alternative customer signature document Courtesy transportation rental agreements and receipts for taxi, bus, fuel, etc. Invoices for all GM parts purchases and for CSO-3...
Warranty Repairs with Limited Coverage Based on Time or Mileage - 01/29/2024
... with mileage greater than 7,500. Brake pads are considered a wear item, which falls under the customer’s responsibility as it is considered maintenance at that point. If you encounter a situation where the brake pads are truly defective, the transaction...
Technician Documentation Requirements - 08/29/2023
... contain a brief description of steps taken by the technician to determine the root cause of the customers concern and must support the repair performed. The cause of failure must also be supported by codes, serial numbers, and other documentation that...
Technician Documentation Requirements - 08/29/2023
... contain a brief description of steps taken by the technician to determine the root cause of the customers concern and must support the repair performed. The cause of failure must also be supported by codes, serial numbers, and other documentation that...
Pre-Repair Authorization - 08/29/2023
... or replacing a sub-component, replacing a component as Policy, replacing a component as Customer Enthusiasm, replacing a component due to transportation damage, or as part of an over-the-counter part warranty (ZPTC) transactions. Only regular warranty...
Start the Year Off Strong - 12/26/2023
... there may be error code(s) that can be addressed at the dealer level, for example error code 157: customer complaint code used is not valid with the labor operation, which should be addressed prior to submitting with GM Authorization. Attach all required...
Guidelines for Wheel Alignments - 10/25/2023
... characteristics, or possible vibration would be apparent early in the life of the vehicle. Customers are expected to bring these conditions to the attention of the dealership. For owners who present their vehicles prior to 7,500 that need a front-end...
Warranty Administrator Tips - 10/25/2023
... or documented otherwise on the job card. If there was a pre-approval to replace the assembly for customer satisfaction, no root cause is found, or there is a part availability issue, the approved pre-approval form is attached. If there is a bulletin...
Warranty Blocks and Branded Titles - 05/23/2023
... authorization will be required. Occasionally, states make errors in branding vehicle titles. If a customer believes their title has been branded in error or wishes to challenge the branded title for any other reason, they must contact the branding State....
Accessory Catalog Offerings - 06/26/2023
... must be submitted to start that warranty. Since accessories that are added later are either a customer pay or an internal transaction, they don’t always make it to the warranty administrator to submit a transaction and add the warranty. It...
The Cause of Failure - 06/26/2023
... contain a brief description of steps taken by the technician to determine the root cause of the customer’s concern and must support the repair performed. In other words, the technician determined a specific repair was needed but how did they get...
Transportation Transactions - 07/25/2023
... parts which are used in the performance of the sublet repair. Sublet invoices must contain the customers VIN, date of repair, and a complete description of repairs performed, as well as the sublet establishment’s business name, address, and contact...
Reject of the Month - August 2023 - 07/25/2023
A 2021 GMC Acadia was brought into the dealership service department for an inspection of the front grille. The customer indicated that the chrome was peeling. The technician confirmed that the chrome was peeling and replaced the necessary components...
Claim Pre-Approval Request Form - 01/21/2019
... incidental expenses > $500, Crossline policy related, Non-GM part, and Assembly replacement for customer satisfaction. To request claim pre-approval, one or more of the check boxes must be selected. Based on the dealer’s selection(s),...
Warranty Job Cards and In-Service Dates - 02/21/2019
... name (or operator) and contact information Service Advisor ID (name or code) Customer authorization to perform repairs (refer to Article 3.2.3 for details) Every time a warranty job card is created by a service advisor, the actual in-service date of...
Reject of the Month - Error code 067, 068, 072 - 02/21/2019
... signature, date, time, and approval explanation, as shown on the job card that also shows the customer’s signature, is also required. Error Code 067 - Part 12345 is not a compatible part for labor code 1234567 occurs when an incompatible...
Warranty Claim Code - 12/19/2018
... spaces). The WCC should be documented on the repair order as evidence of programming with customer pay service programming events. As a best practice, print a copy of the Programming Complete screen and maintain it with the job card. At this...
Reject of the Month - Error code 903 - 11/29/2018
... to flush and drain the transmission fluid and replace the transmission filter. Once complete the customer was advised to drive the vehicle for up to 200 miles with a minimum of two cold to hot drive cycles to confirm that fluid flush corrected the condition. The...
Reject of the Month - June 2019 - 05/29/2019
... part warranty, and the transaction was submitted with Transaction Type ZPTI, with parts only. The customer paid for the labor associated with the repair. Since it was necessary to submit the transaction with GM Authorization for review, the claim...
Chassis Parts and Lifetime Warranty - 06/26/2019
... tab. These charts are a great tool for your service advisors to be able to explain to your customers what the warranty is on the repair they just paid for. One states the warranty for parts installed from January 1st, 2013 – March 31st, 2018, and...
Vehicle History Files - 09/24/2019
A vehicle history file that contains all service events including, warranty, transportation claim, pre-delivery, customer pay, internal, and body shop repair job cards, is a requirement spelled out in the Policies and Procedures manual. There are three...
... miles. GM parts sold over the counter are covered for 24 months from the date of original customer purchase (parts only). Subsequent replacements under this warranty will still be covered with the remaining terms based on the date of the original...
Reject of the Month - August 2022 - 07/27/2022
... no crank condition on a 2020 Chevrolet Impala with approximately 20,933 miles. Additionally, the customer noted that there were many different warnings on the dash, including the service side detection, power steering reduced, ABS light, traction control,...
Updates to the Service Policies & Procedures Manual - 07/27/2022
... vehicle comes with a limited warranty, including benefits, support, and service throughout the customer’s ownership lifetime. The warranty under CarBravo includes a 6 month or 6,000 mile bumper-to-bumper limited warranty. If the vehicle has remaining...
Reject of the Month - July 2022 - 06/20/2022
... is being attached to the transaction review it for policy compliance prior to submission (e.g. customer signature or compliant management authorization, service management authorization, time documentation, etc). Additionally, when naming attached files,...
Supporting Documentation - 01/29/2024
... GR8 (or other GM approved equipment) battery warranty code and Test Report Printout Alternative customer signature document Courtesy transportation rental agreements and receipts for taxi, bus, fuel, etc. Invoices for all GM parts purchases and for CSO-3...
Warranty Repairs with Limited Coverage Based on Time or Mileage - 01/29/2024
... with mileage greater than 7,500. Brake pads are considered a wear item, which falls under the customer’s responsibility as it is considered maintenance at that point. If you encounter a situation where the brake pads are truly defective, the transaction...
Technician Documentation Requirements - 08/29/2023
... contain a brief description of steps taken by the technician to determine the root cause of the customers concern and must support the repair performed. The cause of failure must also be supported by codes, serial numbers, and other documentation that...
Technician Documentation Requirements - 08/29/2023
... contain a brief description of steps taken by the technician to determine the root cause of the customers concern and must support the repair performed. The cause of failure must also be supported by codes, serial numbers, and other documentation that...
Pre-Repair Authorization - 08/29/2023
... or replacing a sub-component, replacing a component as Policy, replacing a component as Customer Enthusiasm, replacing a component due to transportation damage, or as part of an over-the-counter part warranty (ZPTC) transactions. Only regular warranty...
Start the Year Off Strong - 12/26/2023
... there may be error code(s) that can be addressed at the dealer level, for example error code 157: customer complaint code used is not valid with the labor operation, which should be addressed prior to submitting with GM Authorization. Attach all required...
Guidelines for Wheel Alignments - 10/25/2023
... characteristics, or possible vibration would be apparent early in the life of the vehicle. Customers are expected to bring these conditions to the attention of the dealership. For owners who present their vehicles prior to 7,500 that need a front-end...
Warranty Administrator Tips - 10/25/2023
... or documented otherwise on the job card. If there was a pre-approval to replace the assembly for customer satisfaction, no root cause is found, or there is a part availability issue, the approved pre-approval form is attached. If there is a bulletin...
Warranty Blocks and Branded Titles - 05/23/2023
... authorization will be required. Occasionally, states make errors in branding vehicle titles. If a customer believes their title has been branded in error or wishes to challenge the branded title for any other reason, they must contact the branding State....
Accessory Catalog Offerings - 06/26/2023
... must be submitted to start that warranty. Since accessories that are added later are either a customer pay or an internal transaction, they don’t always make it to the warranty administrator to submit a transaction and add the warranty. It...
The Cause of Failure - 06/26/2023
... contain a brief description of steps taken by the technician to determine the root cause of the customer’s concern and must support the repair performed. In other words, the technician determined a specific repair was needed but how did they get...
Transportation Transactions - 07/25/2023
... parts which are used in the performance of the sublet repair. Sublet invoices must contain the customers VIN, date of repair, and a complete description of repairs performed, as well as the sublet establishment’s business name, address, and contact...
Reject of the Month - August 2023 - 07/25/2023
A 2021 GMC Acadia was brought into the dealership service department for an inspection of the front grille. The customer indicated that the chrome was peeling. The technician confirmed that the chrome was peeling and replaced the necessary components...
Claim Pre-Approval Request Form - 01/21/2019
... incidental expenses > $500, Crossline policy related, Non-GM part, and Assembly replacement for customer satisfaction. To request claim pre-approval, one or more of the check boxes must be selected. Based on the dealer’s selection(s),...
Warranty Job Cards and In-Service Dates - 02/21/2019
... name (or operator) and contact information Service Advisor ID (name or code) Customer authorization to perform repairs (refer to Article 3.2.3 for details) Every time a warranty job card is created by a service advisor, the actual in-service date of...
Reject of the Month - Error code 067, 068, 072 - 02/21/2019
... signature, date, time, and approval explanation, as shown on the job card that also shows the customer’s signature, is also required. Error Code 067 - Part 12345 is not a compatible part for labor code 1234567 occurs when an incompatible...
Warranty Claim Code - 12/19/2018
... spaces). The WCC should be documented on the repair order as evidence of programming with customer pay service programming events. As a best practice, print a copy of the Programming Complete screen and maintain it with the job card. At this...
Reject of the Month - Error code 903 - 11/29/2018
... to flush and drain the transmission fluid and replace the transmission filter. Once complete the customer was advised to drive the vehicle for up to 200 miles with a minimum of two cold to hot drive cycles to confirm that fluid flush corrected the condition. The...
Reject of the Month - June 2019 - 05/29/2019
... part warranty, and the transaction was submitted with Transaction Type ZPTI, with parts only. The customer paid for the labor associated with the repair. Since it was necessary to submit the transaction with GM Authorization for review, the claim...
Chassis Parts and Lifetime Warranty - 06/26/2019
... tab. These charts are a great tool for your service advisors to be able to explain to your customers what the warranty is on the repair they just paid for. One states the warranty for parts installed from January 1st, 2013 – March 31st, 2018, and...
Vehicle History Files - 09/24/2019
A vehicle history file that contains all service events including, warranty, transportation claim, pre-delivery, customer pay, internal, and body shop repair job cards, is a requirement spelled out in the Policies and Procedures manual. There are three...
Pre-Repair Authorization - 09/24/2019
... or replacing a sub-component, replacing a component as Policy, replacing a component as Customer Enthusiasm, or when replacing a component due to transportation damage. ...
The Warranty Claim Code - 12/02/2019
... WCC should also be documented on the repair order as evidence of programming with customer pay service programming events. Best Practice: Print a copy of the Programming Complete screen and maintain it with the job card. Inaccurate handwritten...
Pre-Repair Authorization - 10/23/2019
... repairing a component or when replacing a sub-component, replacing a component under policy or customer enthusiasm, replacing a component due to transportation damage, or as an over-the-counter part warranty. The PRA process only applies to regular...
Determining Powertrain Coverage & Labor Ops - 12/02/2019
... Vehicle History. Once the powertrain warranty coverage is known and after a diagnosis of the customer’s concern has been made, the labor operation for the repair must be found to determine if the needed repair is covered under the powertrain. A...
Reject of the Month - October 2019 - 09/24/2019
... 18-NA-280: Steering Feels Loose/Excessive Lash/Fluid Leak at Lash Adjuster states that the customer may comment on the steering feels loose, excessive play in steering, or a small power steering fluid leak from the steering gear lash adjuster stud/nut...
Important Bulletin Updates - 03/27/2020
... the most recent version of the Tire Warranty Coverage Reference card. Bulletin 06-00-89-026P - The Customer Concern Not Duplicated Labor Operation Numbers bulletin has been revised to include the 2020 model year, to include three new labor operations,...
Process and Time Management - 01/28/2020
... before the repair can be completed and if management is not available they can’t give their customer an answer. Like everything else in life, we have to do the best we can with what we have to work with. While some decisions have a more immediate...
Warranty Blocks and Branded Titles - 01/28/2020
... require GM authorization. Occasionally, states make errors in branding vehicle titles. If a customer believes their title has been branded in error, or wishes to challenge the branded title for any other reason, they must contact the branding...
Warranty Analysis - 01/03/2020
... those issues (e.g. close job cards for parts ordered, do not leave the job card open until the customer returns – if the vehicle is not at the dealership, the job card is to be closed). The Summary by Reject Reason report identifies the transaction...
Chevrolet Electric Model Dealer Restrictions - 01/27/2021
... Click the Model Code Abbreviation (i.e. 1FC48 = Bolt EV) for detailed model descriptions. If a customer with a Chevrolet Electric Model vehicle contacts your dealership for warranty/policy/field action service, they should be directed to call 1-833-EVCHEVY...
Bulletin 21-NA-110 Tonneau Cover Replacement - 05/26/2021
... calibration update of the ECM. Prior to programming the technician must contact the Techline Customer Support Center (TCSC) to have the appropriate Accessory Performance Air Intake calibration applied to the VIN. If programming is attempted prior to...
Dealer Information Technologies (DIT) - 06/29/2021
... provides the communication path and services between dealers, service providers, GM and end customers. When selecting hardware (PCs and Access Points), the following are GM supported: Enterprise grade hardware, Intel Core i3/i5,i7 processors 6th...
Certified Pre-Owned Labor Operations That Require Pre-Approval - 10/01/2021
... repair. As stated above, if you would like to try and get the needed repair covered for your customer, you will need to fill out the pre-approval request form, select the “CPO Restricted Labor Op for manufacturer defect” line and submit for...
Cause of Failure & Correction Documentation on Invoice Copies - 08/26/2020
... What the technician types is what is printed on the invoice copies, including the warranty and customer copy. Occasionally what is written is not enough information and the job card has to be returned to the technician to type in more details. Other...
Reject of the Month - June 2020 - 05/29/2020
... a labor only repair, fluid-add only, or the part was missing when the vehicle was presented by the customer. In cases where the part was missing when the vehicle was brought in for service, technician 3 C’s documentation must support that the part...
Reject of the Month - July 2020 - 06/23/2020
A job card was submitted for a wiring repair on a Chevrolet Silverado. The customer had a concern with several lights illuminated at one time on the dash. The technician noted that there was no communication with the EBCM and a broken wire was located....
Dealer Owned Warranty Repairs - 06/23/2020
... for CPO sale, or otherwise in the dealership’s inventory eligible for Warranty, Policy, or Customer Enthusiasm repairs. Examples include replacement of worn brake pads, improvement of the vehicle’s exterior appearance, or repair of damaged...
Electrical Diagnostic Time - 07/30/2020
... to subsidize repair time covered under the base labor time allowance or substitute for a proper customer problem analysis by the Service Advisor. Service management is responsible for assuring complete technician documentation and the reasonableness...
September 2013 Recall Update - 09/04/2013
Customer Satisfaction Program 12312A: Oil Life Monitor Update: The recall bulletin has been revised to add engine RPO LUK to the population. The expiration date for the program has also been extended to August 31, 2015. Involved in the recall are certain ...
Is Your Job Card Filing System Compliant? - 02/02/2016
... their state requires regarding job card retention. Some states require the hard copy (with the customer's signature) to be retained as well for the required length of time. GM requires job cards and supporting documentation to be kept for 24 months. Finally,...
Reject of the Month - 03/21/2017
... overhaul/ repair using the “deepest” labor operation, the second clutch plate. The customer’s concern was that the vehicle would not move in any gear. The technician did not find any codes in the system, although, found a significant...
Certified Elite - 02/17/2017
... points based on performance in several different categories, including the following: New Vehicle Customer Retention – at or above 77%: 100 points Service Training Standards – Q1 STS 100% or higher, Q2 STS 125% or higher, Q3 STS 150% or...
Process Changes to the WPC Program - 01/23/2017
... to the repair being an adjustment only, a fluid add only repair, or the part was missing when the customer arrived at the dealership, email the completed WPC Parts Waiver Form to your Warranty Support Center specialist. This form is also found in Service...
Chevrolet / Buick / GMC / Cadillac Protection Products - 02/17/2017
... is available upon request for up to $40/day for a max of 7 days. Access EP Online for the customer lookup tool to confirm coverage and check claim status. The Divisional Extended Protection Claims Manual is available within the Dealership...
GM Audit Mail-Out-Review - 02/17/2017
... It is important to label your files accurately: for a sales audit, label the file with the customer’s last name, and for a service audit, label the file with the last 8 characters of the VIN. Be sure to review the files once they are uploaded for...
... or replacing a sub-component, replacing a component as Policy, replacing a component as Customer Enthusiasm, or when replacing a component due to transportation damage. ...
The Warranty Claim Code - 12/02/2019
... WCC should also be documented on the repair order as evidence of programming with customer pay service programming events. Best Practice: Print a copy of the Programming Complete screen and maintain it with the job card. Inaccurate handwritten...
Pre-Repair Authorization - 10/23/2019
... repairing a component or when replacing a sub-component, replacing a component under policy or customer enthusiasm, replacing a component due to transportation damage, or as an over-the-counter part warranty. The PRA process only applies to regular...
Determining Powertrain Coverage & Labor Ops - 12/02/2019
... Vehicle History. Once the powertrain warranty coverage is known and after a diagnosis of the customer’s concern has been made, the labor operation for the repair must be found to determine if the needed repair is covered under the powertrain. A...
Reject of the Month - October 2019 - 09/24/2019
... 18-NA-280: Steering Feels Loose/Excessive Lash/Fluid Leak at Lash Adjuster states that the customer may comment on the steering feels loose, excessive play in steering, or a small power steering fluid leak from the steering gear lash adjuster stud/nut...
Important Bulletin Updates - 03/27/2020
... the most recent version of the Tire Warranty Coverage Reference card. Bulletin 06-00-89-026P - The Customer Concern Not Duplicated Labor Operation Numbers bulletin has been revised to include the 2020 model year, to include three new labor operations,...
Process and Time Management - 01/28/2020
... before the repair can be completed and if management is not available they can’t give their customer an answer. Like everything else in life, we have to do the best we can with what we have to work with. While some decisions have a more immediate...
Warranty Blocks and Branded Titles - 01/28/2020
... require GM authorization. Occasionally, states make errors in branding vehicle titles. If a customer believes their title has been branded in error, or wishes to challenge the branded title for any other reason, they must contact the branding...
Warranty Analysis - 01/03/2020
... those issues (e.g. close job cards for parts ordered, do not leave the job card open until the customer returns – if the vehicle is not at the dealership, the job card is to be closed). The Summary by Reject Reason report identifies the transaction...
Chevrolet Electric Model Dealer Restrictions - 01/27/2021
... Click the Model Code Abbreviation (i.e. 1FC48 = Bolt EV) for detailed model descriptions. If a customer with a Chevrolet Electric Model vehicle contacts your dealership for warranty/policy/field action service, they should be directed to call 1-833-EVCHEVY...
Bulletin 21-NA-110 Tonneau Cover Replacement - 05/26/2021
... calibration update of the ECM. Prior to programming the technician must contact the Techline Customer Support Center (TCSC) to have the appropriate Accessory Performance Air Intake calibration applied to the VIN. If programming is attempted prior to...
Dealer Information Technologies (DIT) - 06/29/2021
... provides the communication path and services between dealers, service providers, GM and end customers. When selecting hardware (PCs and Access Points), the following are GM supported: Enterprise grade hardware, Intel Core i3/i5,i7 processors 6th...
Certified Pre-Owned Labor Operations That Require Pre-Approval - 10/01/2021
... repair. As stated above, if you would like to try and get the needed repair covered for your customer, you will need to fill out the pre-approval request form, select the “CPO Restricted Labor Op for manufacturer defect” line and submit for...
Cause of Failure & Correction Documentation on Invoice Copies - 08/26/2020
... What the technician types is what is printed on the invoice copies, including the warranty and customer copy. Occasionally what is written is not enough information and the job card has to be returned to the technician to type in more details. Other...
Reject of the Month - June 2020 - 05/29/2020
... a labor only repair, fluid-add only, or the part was missing when the vehicle was presented by the customer. In cases where the part was missing when the vehicle was brought in for service, technician 3 C’s documentation must support that the part...
Reject of the Month - July 2020 - 06/23/2020
A job card was submitted for a wiring repair on a Chevrolet Silverado. The customer had a concern with several lights illuminated at one time on the dash. The technician noted that there was no communication with the EBCM and a broken wire was located....
Dealer Owned Warranty Repairs - 06/23/2020
... for CPO sale, or otherwise in the dealership’s inventory eligible for Warranty, Policy, or Customer Enthusiasm repairs. Examples include replacement of worn brake pads, improvement of the vehicle’s exterior appearance, or repair of damaged...
Electrical Diagnostic Time - 07/30/2020
... to subsidize repair time covered under the base labor time allowance or substitute for a proper customer problem analysis by the Service Advisor. Service management is responsible for assuring complete technician documentation and the reasonableness...
September 2013 Recall Update - 09/04/2013
Customer Satisfaction Program 12312A: Oil Life Monitor Update: The recall bulletin has been revised to add engine RPO LUK to the population. The expiration date for the program has also been extended to August 31, 2015. Involved in the recall are certain ...
Is Your Job Card Filing System Compliant? - 02/02/2016
... their state requires regarding job card retention. Some states require the hard copy (with the customer's signature) to be retained as well for the required length of time. GM requires job cards and supporting documentation to be kept for 24 months. Finally,...
Reject of the Month - 03/21/2017
... overhaul/ repair using the “deepest” labor operation, the second clutch plate. The customer’s concern was that the vehicle would not move in any gear. The technician did not find any codes in the system, although, found a significant...
Certified Elite - 02/17/2017
... points based on performance in several different categories, including the following: New Vehicle Customer Retention – at or above 77%: 100 points Service Training Standards – Q1 STS 100% or higher, Q2 STS 125% or higher, Q3 STS 150% or...
Process Changes to the WPC Program - 01/23/2017
... to the repair being an adjustment only, a fluid add only repair, or the part was missing when the customer arrived at the dealership, email the completed WPC Parts Waiver Form to your Warranty Support Center specialist. This form is also found in Service...
Chevrolet / Buick / GMC / Cadillac Protection Products - 02/17/2017
... is available upon request for up to $40/day for a max of 7 days. Access EP Online for the customer lookup tool to confirm coverage and check claim status. The Divisional Extended Protection Claims Manual is available within the Dealership...
GM Audit Mail-Out-Review - 02/17/2017
... It is important to label your files accurately: for a sales audit, label the file with the customer’s last name, and for a service audit, label the file with the last 8 characters of the VIN. Be sure to review the files once they are uploaded for...
GWM User Manual - 12/21/2016
... Service P&P, Parts and Accessories P&P, Transportation, Vehicle Storage and PDI Policy, Customer Assistance, Training, Tools and TAC Policy Manuals area. For those of you new to GWM…you may be wondering what a transaction type is or how...
Warranty Battery Replacements - 11/29/2016
... Reminder: the Spiral AGM battery is not used by GM, although this battery type may be used in customer pay situations.- Certain Chevrolet Cruze models may be equipped with the Start Stop AGM (Auxiliary) battery- Most common battery type is Flooded (Lead-Acid)....
Certified Pre-Owned - 06/19/2017
... required field actions of any kind, including: safety, noncompliance, emissions recalls; customer satisfaction campaigns; service update bulletins (including expired SUBs); and stop deliveries will make the vehicle ineligible for certification. Each...
Time Documentation - 06/19/2017
... is required with add-on repairs, appropriately authorized by management and approved by the customer. 4.) Clear, legible time documentation is mandatory. Time clocks that stamp the time and date on the technician flag sheet should use a dark colored...
Reject of the Month - 06/19/2017
... prior, the vehicle was at the dealership for the installation of a remanufactured engine on a customer pay invoice. The technician performed an internal failure check and attempted to isolate the noise to a cylinder. The noise was found to be the loudest...
Cause of Failure - 08/22/2017
... before submission, and should also review the cause and correction stories, as well as the written customer concern. If not correct, the job card needs to go back the technician and/or the service advisor for better 3 C’s....
Branded Titles and Warranty Blocks - 12/21/2017
... to performing repairs. Occasionally, states make errors in branding vehicle titles. If a customer believes their title has been branded in error, or wishes to challenge the branded title for any other reason, they must contact the branding State....
First Maintenance Inspection Period - 01/22/2018
... transmitter/receiver battery, is 12 months only. Tire rotation – Typically a customer pay maintenance item with no warranty labor operation, this service is listed as a repair covered up to 7,500 miles when a defect is determined. Audio...
Engine and Transmission Assembly Replacements - 09/27/2017
... of the cost comparison worksheet if the following information is generated as part of the form:- Customer’s name and address.- Itemization of parts for repair estimated, including part numbers, cost of parts, and quantity. Handwritten information...
Important Documents - Bulletins - 10/24/2017
... Required Operating Procedures ~ 8/7/2017 11-00-89-005K Dealer Empowerment Labor Operations and Customer Enthusiasm ~ 4/26/2017 06-08-47-001M Warranty, SPS, Control Module Diagnostics and Configuration Information, Programming, Set-Up ~ 3/7/2017 10-00-89-005G...
Global Warranty Management - 09/25/2018
... to affected owners while their vehicle is at a GM dealership for repair. Additionally, customers that have the recall repair completed prior to December 31, 2018, can earn a $50.00 completion bonus. In early September, 62% of involved vehicles had been...
High Frequency Labor Operations - 11/29/2018
... little too often. Some dealerships have a lot of points in this category due to the high number of Customer Concern Not Duplicated labor operations being used at their dealership compared to others. Since these labor operations only pay 0.3, it makes...
Reject of the Month - 07/23/2018
... the time ticket by job card line number. The final area of deviation was in cases where the customer expressed one concern, but two separate causes were found. Service management is required to authorize for repeat pyramid repairs. The results...
Up Assemblies (UPDATED) - 07/23/2018
... the dealers open account for warranty or policy repairs. The adjustment will only be initiated for customer pay parts upon request of the dealer. Dealers will no longer need to complete an adjustment for alternate/up assembly transactions on warranty...
What Drives The Reject Percentage At Your Dealership? - 08/21/2018
... finally, review the job card for policy compliance prior to submission. Checking for the basics: customer signature in the Authorization to Repair area of the job card, accurate delivery date/in-service date, and thorough 3 C’s. To the more detailed:...
Panel and Rust Through Repairs - 08/20/2018
... all time, regardless of what or how something was repaired, goes in base time. Finally, many customers feel any rust on their vehicle should be covered under the longer rust-through warranty. It may help to print out the page in the Policies and...
Reject of the Month - 06/25/2018
A job card was submitted for a wiring repair on a 2017 Chevrolet Silverado. The customer had a concern with several lights illuminated at one time on the dash. The technician noted that there was no communication with the EBCM and a broken wire was located...
Claim Pre-Approval Updates - 06/25/2018
... Expenses > $500 Crossline Policy Related Non-GM Part Assembly Replacements for Customer Satisfaction If the claim does not pertain to one of the categories above, a pre-approval is not required. If claim approval is required, be sure that the check...
The Cause of Failure - 03/26/2018
... to review the claim before submission, and cause and correction stories, as well as the written customer concerns, must be compliant. If not correct, the job card needs to go back to the technician and/or the service advisor for better 3 C’s.&...
Reject of the Month - Module Reprogramming - 02/20/2018
... reprogramming labor operation. The bulletin provides a table containing the Warranty Claim Code, Customer Complaint, Labor Operation Description, and Labor Operation. In the case of the rejected reprogramming transaction for the HMI, the WCC should have...
Handling Overlapping and Pyramiding Repairs - 05/02/2012
... we can't stress its importance enough. The advisor must provide an accurate and descriptive customer concern statement for each condition and the technician is responsible for detailed and thorough cause and correction statements for those conditions....
Warranty Repairs on Stock Vehicles - 12/18/2012
... that is damaged. While these things wouldn't typically be covered on a vehicle purchased new by a customer either, there is a little more room for discretion when the service manager knows the owner. GM will charge back repairs made to service agent...
Who should manage your warranty dollar investment? - 09/16/2010
... of attention to warranty knowledge among all employees, as they began to understand that customers often judge the quality and appeal of a dealership by how their warranty rights are met.Last, but certainly not least is how you reward good behavior with...
... Service P&P, Parts and Accessories P&P, Transportation, Vehicle Storage and PDI Policy, Customer Assistance, Training, Tools and TAC Policy Manuals area. For those of you new to GWM…you may be wondering what a transaction type is or how...
Warranty Battery Replacements - 11/29/2016
... Reminder: the Spiral AGM battery is not used by GM, although this battery type may be used in customer pay situations.- Certain Chevrolet Cruze models may be equipped with the Start Stop AGM (Auxiliary) battery- Most common battery type is Flooded (Lead-Acid)....
Certified Pre-Owned - 06/19/2017
... required field actions of any kind, including: safety, noncompliance, emissions recalls; customer satisfaction campaigns; service update bulletins (including expired SUBs); and stop deliveries will make the vehicle ineligible for certification. Each...
Time Documentation - 06/19/2017
... is required with add-on repairs, appropriately authorized by management and approved by the customer. 4.) Clear, legible time documentation is mandatory. Time clocks that stamp the time and date on the technician flag sheet should use a dark colored...
Reject of the Month - 06/19/2017
... prior, the vehicle was at the dealership for the installation of a remanufactured engine on a customer pay invoice. The technician performed an internal failure check and attempted to isolate the noise to a cylinder. The noise was found to be the loudest...
Cause of Failure - 08/22/2017
... before submission, and should also review the cause and correction stories, as well as the written customer concern. If not correct, the job card needs to go back the technician and/or the service advisor for better 3 C’s....
Branded Titles and Warranty Blocks - 12/21/2017
... to performing repairs. Occasionally, states make errors in branding vehicle titles. If a customer believes their title has been branded in error, or wishes to challenge the branded title for any other reason, they must contact the branding State....
First Maintenance Inspection Period - 01/22/2018
... transmitter/receiver battery, is 12 months only. Tire rotation – Typically a customer pay maintenance item with no warranty labor operation, this service is listed as a repair covered up to 7,500 miles when a defect is determined. Audio...
Engine and Transmission Assembly Replacements - 09/27/2017
... of the cost comparison worksheet if the following information is generated as part of the form:- Customer’s name and address.- Itemization of parts for repair estimated, including part numbers, cost of parts, and quantity. Handwritten information...
Important Documents - Bulletins - 10/24/2017
... Required Operating Procedures ~ 8/7/2017 11-00-89-005K Dealer Empowerment Labor Operations and Customer Enthusiasm ~ 4/26/2017 06-08-47-001M Warranty, SPS, Control Module Diagnostics and Configuration Information, Programming, Set-Up ~ 3/7/2017 10-00-89-005G...
Global Warranty Management - 09/25/2018
... to affected owners while their vehicle is at a GM dealership for repair. Additionally, customers that have the recall repair completed prior to December 31, 2018, can earn a $50.00 completion bonus. In early September, 62% of involved vehicles had been...
High Frequency Labor Operations - 11/29/2018
... little too often. Some dealerships have a lot of points in this category due to the high number of Customer Concern Not Duplicated labor operations being used at their dealership compared to others. Since these labor operations only pay 0.3, it makes...
Reject of the Month - 07/23/2018
... the time ticket by job card line number. The final area of deviation was in cases where the customer expressed one concern, but two separate causes were found. Service management is required to authorize for repeat pyramid repairs. The results...
Up Assemblies (UPDATED) - 07/23/2018
... the dealers open account for warranty or policy repairs. The adjustment will only be initiated for customer pay parts upon request of the dealer. Dealers will no longer need to complete an adjustment for alternate/up assembly transactions on warranty...
What Drives The Reject Percentage At Your Dealership? - 08/21/2018
... finally, review the job card for policy compliance prior to submission. Checking for the basics: customer signature in the Authorization to Repair area of the job card, accurate delivery date/in-service date, and thorough 3 C’s. To the more detailed:...
Panel and Rust Through Repairs - 08/20/2018
... all time, regardless of what or how something was repaired, goes in base time. Finally, many customers feel any rust on their vehicle should be covered under the longer rust-through warranty. It may help to print out the page in the Policies and...
Reject of the Month - 06/25/2018
A job card was submitted for a wiring repair on a 2017 Chevrolet Silverado. The customer had a concern with several lights illuminated at one time on the dash. The technician noted that there was no communication with the EBCM and a broken wire was located...
Claim Pre-Approval Updates - 06/25/2018
... Expenses > $500 Crossline Policy Related Non-GM Part Assembly Replacements for Customer Satisfaction If the claim does not pertain to one of the categories above, a pre-approval is not required. If claim approval is required, be sure that the check...
The Cause of Failure - 03/26/2018
... to review the claim before submission, and cause and correction stories, as well as the written customer concerns, must be compliant. If not correct, the job card needs to go back to the technician and/or the service advisor for better 3 C’s.&...
Reject of the Month - Module Reprogramming - 02/20/2018
... reprogramming labor operation. The bulletin provides a table containing the Warranty Claim Code, Customer Complaint, Labor Operation Description, and Labor Operation. In the case of the rejected reprogramming transaction for the HMI, the WCC should have...
Handling Overlapping and Pyramiding Repairs - 05/02/2012
... we can't stress its importance enough. The advisor must provide an accurate and descriptive customer concern statement for each condition and the technician is responsible for detailed and thorough cause and correction statements for those conditions....
Warranty Repairs on Stock Vehicles - 12/18/2012
... that is damaged. While these things wouldn't typically be covered on a vehicle purchased new by a customer either, there is a little more room for discretion when the service manager knows the owner. GM will charge back repairs made to service agent...
Who should manage your warranty dollar investment? - 09/16/2010
... of attention to warranty knowledge among all employees, as they began to understand that customers often judge the quality and appeal of a dealership by how their warranty rights are met.Last, but certainly not least is how you reward good behavior with...
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customer reimbursement - 08/23/2018
need clarity on how to submit for customer reimbursementFormat: Video
Special Cover N182188930 - No Customer Reimbursement - 02/13/2019
Hello,So there's no customer reimbursement for this special coverage. Has anyone else come across this? I contacted the DBC and they said there was no customer reimbursement for this. I refered to the statement: "Vehicle owners...
Customer reimbursement - 05/22/2019
I am doing a first of this kind of claim. Customer came in for a repair, and we charged them $$$ for diag. etc. Fixed what we thought was wrong.Since then they went elsewhere and got it repaired again with supposedly the correct repair.We are...
CUSTOMER REIMBURSEMENT - 06/28/2019
OUT OF POCKET EXPENSESFormat: Video
CUSTOMER REIMBURSEMENT - 10/16/2019
A customer came in back in July to have a repair done and now there is a Special Coverage for it. His vehicle is within the time parameters, he should be reimbursed. BUT....I have no clue how to do this and I am losing my mind trying to figure...
customer reimbursement claim - 12/20/2019
looking for the process for customer reimbursement for repairs that were paid (customer pay) but is now a special policy
customer reimbursement claim - 12/20/2019
looking for the process for customer reimbursement for repairs that were paid (customer pay) but is now a special policy
Customer reimbursement - 05/14/2020
We had a customer come in and we replaced wheel hubs and bearings. The advisor, for some unknown reason, billed it as customer pay when it should have been warranty. This customer has a charge account, so it wasn't caught until about a week later....
Customer Reimbursement - 06/08/2020
This is my first customer reimbursement. I thought i had figured everything out until it ask me for the tech #. we did not do any work on this car so what would i put in this spot??
Customer Reimbursement/Special Coverage - 10/26/2021
HiI have a question regarding a reimbursement to a customer for something that should have been claimed under warranty. Customer came in and we performed the replacement of the valve cover and was charged for the repair which was later found to have a...
Customer Reimbursement for old recalls - 02/11/2022
HiI was just wondering if GM is still paying the customer for a part that is removed and permanently disabled as in the case of recall 10153 and the removal of the heated windshield washer module. It shows $100 to go to them. This recall is going back...
Exception to the rule for customer reimbursement? - 11/22/2022
I have a customer who is from another state that faxed a copy of an invoice (that was also faxed to him by the company) that is requesting reimbursement. In Service P&P the only copies accepted (page 111) for reimbursement are for special...
Customer reimbursement on special coverage - 08/15/2023
We have a customer who had the purge valve replaced in January of 2023 by us. Since then her vehicle became covered by N232395300. She came in requesting to be reimbursed. When a reimbursement is done then normally it is for the amount...
Customer Reimbursement - 09/05/2023
HiWe have a claim here where we should have processed it as a parts warranty. The advisor charged the customer in error and now we need to reimbursement the customer. How would I submit this claim? I am being told that I can submit it as a customer reimbursement...
Re: Customer reimbursement - 09/26/2011
The way I read the bulletin it only has to be a GM part that was replaced and doesn't matter where they got it installed. Correct?
Re: Customer reimbursement - 09/26/2011
I WOULD THINK IT HAD TO BE A GM PART TO GET REIMBURSED...
Customer reimbursement - 09/21/2011
I have a customer who had service work done at a "mom and pop" shop. he later found the repair was covered by GM under a special coverage 10054. He is looking to have GM reimburse the 50% of the repair, as it says in the letter GM sent him. How does...
Re: Customer reimbursement - 09/21/2011
Just read the previous post for this special coverage - ooops! I'll handle it that way and see what happens!
Re: Customer reimbursement - 10/18/2011
It did have to be a GM part only, it got covered for the 50% of the repair
Customer reimbursement - 02/21/2012
I have a similar situation, except it isn't for the special coverage. Customer had a hub bearing replaced at an aftermarket shop and is still covered under powertrain. They did use a GM part, so I just need to put the claim in and put the dollar amount...
Re: Customer reimbursement - 02/21/2012
yes you would put the dollar amount in the customer reimbursement field...hope this helps..
Re: Customer reimbursement - 02/21/2012
Thanks Conny!
Re: Customer reimbursement - 02/21/2012
you are so welcome!!hope that works !
Customer Reimbursement - 07/26/2013
... dealership and wanted to be reimbursed. We sent all paper work to DMA and he said to give him the reimbursement. My question is how do I submit the claim? ...
Re: Customer Reimbursement - 07/30/2013
YOU SUBMIT THE CLAIM USING THE CLOSEST LABOR OP FOR THE REPAIR PERFORMED AND ENTER THE AMOUNT YOU REIMBURSED HIM IN THE REIMBURSEMENT FIELD AND THE CHECK NUMBER IN THE INVOICE FIELD. YOU MUST HAVE A COPY OF THE BILL HE PAID AS WELL AS EITHER A COPY OF...
need clarity on how to submit for customer reimbursementFormat: Video
Special Cover N182188930 - No Customer Reimbursement - 02/13/2019
Hello,So there's no customer reimbursement for this special coverage. Has anyone else come across this? I contacted the DBC and they said there was no customer reimbursement for this. I refered to the statement: "Vehicle owners...
Customer reimbursement - 05/22/2019
I am doing a first of this kind of claim. Customer came in for a repair, and we charged them $$$ for diag. etc. Fixed what we thought was wrong.Since then they went elsewhere and got it repaired again with supposedly the correct repair.We are...
CUSTOMER REIMBURSEMENT - 06/28/2019
OUT OF POCKET EXPENSESFormat: Video
CUSTOMER REIMBURSEMENT - 10/16/2019
A customer came in back in July to have a repair done and now there is a Special Coverage for it. His vehicle is within the time parameters, he should be reimbursed. BUT....I have no clue how to do this and I am losing my mind trying to figure...
customer reimbursement claim - 12/20/2019
looking for the process for customer reimbursement for repairs that were paid (customer pay) but is now a special policy
customer reimbursement claim - 12/20/2019
looking for the process for customer reimbursement for repairs that were paid (customer pay) but is now a special policy
Customer reimbursement - 05/14/2020
We had a customer come in and we replaced wheel hubs and bearings. The advisor, for some unknown reason, billed it as customer pay when it should have been warranty. This customer has a charge account, so it wasn't caught until about a week later....
Customer Reimbursement - 06/08/2020
This is my first customer reimbursement. I thought i had figured everything out until it ask me for the tech #. we did not do any work on this car so what would i put in this spot??
Customer Reimbursement/Special Coverage - 10/26/2021
HiI have a question regarding a reimbursement to a customer for something that should have been claimed under warranty. Customer came in and we performed the replacement of the valve cover and was charged for the repair which was later found to have a...
Customer Reimbursement for old recalls - 02/11/2022
HiI was just wondering if GM is still paying the customer for a part that is removed and permanently disabled as in the case of recall 10153 and the removal of the heated windshield washer module. It shows $100 to go to them. This recall is going back...
Exception to the rule for customer reimbursement? - 11/22/2022
I have a customer who is from another state that faxed a copy of an invoice (that was also faxed to him by the company) that is requesting reimbursement. In Service P&P the only copies accepted (page 111) for reimbursement are for special...
Customer reimbursement on special coverage - 08/15/2023
We have a customer who had the purge valve replaced in January of 2023 by us. Since then her vehicle became covered by N232395300. She came in requesting to be reimbursed. When a reimbursement is done then normally it is for the amount...
Customer Reimbursement - 09/05/2023
HiWe have a claim here where we should have processed it as a parts warranty. The advisor charged the customer in error and now we need to reimbursement the customer. How would I submit this claim? I am being told that I can submit it as a customer reimbursement...
Re: Customer reimbursement - 09/26/2011
The way I read the bulletin it only has to be a GM part that was replaced and doesn't matter where they got it installed. Correct?
Re: Customer reimbursement - 09/26/2011
I WOULD THINK IT HAD TO BE A GM PART TO GET REIMBURSED...
Customer reimbursement - 09/21/2011
I have a customer who had service work done at a "mom and pop" shop. he later found the repair was covered by GM under a special coverage 10054. He is looking to have GM reimburse the 50% of the repair, as it says in the letter GM sent him. How does...
Re: Customer reimbursement - 09/21/2011
Just read the previous post for this special coverage - ooops! I'll handle it that way and see what happens!
Re: Customer reimbursement - 10/18/2011
It did have to be a GM part only, it got covered for the 50% of the repair
Customer reimbursement - 02/21/2012
I have a similar situation, except it isn't for the special coverage. Customer had a hub bearing replaced at an aftermarket shop and is still covered under powertrain. They did use a GM part, so I just need to put the claim in and put the dollar amount...
Re: Customer reimbursement - 02/21/2012
yes you would put the dollar amount in the customer reimbursement field...hope this helps..
Re: Customer reimbursement - 02/21/2012
Thanks Conny!
Re: Customer reimbursement - 02/21/2012
you are so welcome!!hope that works !
Customer Reimbursement - 07/26/2013
... dealership and wanted to be reimbursed. We sent all paper work to DMA and he said to give him the reimbursement. My question is how do I submit the claim? ...
Re: Customer Reimbursement - 07/30/2013
YOU SUBMIT THE CLAIM USING THE CLOSEST LABOR OP FOR THE REPAIR PERFORMED AND ENTER THE AMOUNT YOU REIMBURSED HIM IN THE REIMBURSEMENT FIELD AND THE CHECK NUMBER IN THE INVOICE FIELD. YOU MUST HAVE A COPY OF THE BILL HE PAID AS WELL AS EITHER A COPY OF...
Re: Customer Reimbursement - 08/09/2013
Actually, you need to retain the ORIGINAL bill, and give the customer back a copy.
Customer Reimbursement Claim - 03/23/2017
Ok, so I'm still pretty new at being a warranty admin. and I haven't came across a customer reimbursement claim yet. My service director just gave me a customer's information for a vehicle they bought from us a couple months ago and a case number from...
Forum - 09/26/2019
Customer reimbursement would be 145.27.
What Would You Do - 03/15 - 02/23/2015
... the second line addressed recall 14116, Electric Power Steering Assist, the third line was a customer reimbursement for a previous power steering assist repair, and the final line was a customer reimbursement for a previous brake lamp repair. The two...
Re: What Would You Do - 03/15 - 02/24/2015
... the second line addressed recall 14116, Electric Power Steering Assist, the third line was a customer reimbursement for a previous power steering assist repair, and the final line was a customer reimbursement for a previous brake lamp repair. The two...
Forum - 08/15/2023
Reference Service Policies & Procedures Article 10.11 Product Field Action Customer Reimbursement Procedure: All reasonable and customary costs to correct the condition described in the product field action bulletin should be considered for reimbursement....
Forum - 05/26/2020
A new job card would be opened for the customer reimbursement referencing the original customer pay invoice. Attach a copy of the original repair order that was billed as customer pay to support the reimbursement. The reimbursement transaction would...
Forum - 10/24/2017
Submit for the reimbursement using the labor operation for the rear drums with the amount being reimbursed in the Customer Reimbursement field of the transaction. You may claim a $20 Administrative Allowance for all Customer Reimbursement transactions. Reference...
Forum - 03/02/2020
... This policy applies to all product field action or special coverage bulletins that offer customer reimbursement regardless of when the bulletin was released. It also supersedes GM’s previous policy of restricting customer reimbursement to the amount...
Forum - 01/08/2019
... performed - with no parts or labor claimed. A $20 administrative allowance may be claimed for all customer reimbursement transactions. Enter the reimbursement amount in the Net Item/Customer Reimbursement field with the reimbursement check number noted....
Re: Warranty after the customer paid! - 04/08/2011
This should be handled as a customer reimbursement. Information regarding the customer reimbursement process is available in the P&P...Articles 1.6.2.3 and 1.5.15. Generate a new job card with the appropriate labour operation for the repair performed...
Forum - 02/19/2018
Additional information re: Customer Reimbursement is available in the Service Policies & Procedures Manual Article 3.2.18.
Forum - 03/27/2018
wendythomas: refer to Service Policies & Procedures Manual - General Information Article 3.2.18 for detail on customer reimbursement.
Re: not compatible to ltg - 03/05/2013
IF I AM NOT MISTAKEN THERE SHOULD BE A LABOR OP ON THE SPA BULLETIN FOR THE CUSTOMER REIMBURSEMENT..
Forum - 01/21/2020
Refer also to General Information Policy and Procedure Article 3.2.17 for policies pertaining to customer reimbursement (including special coverage/recalls).
customer seeks reimbursement - 05/03/2011
Have a customer that had to have a battery replacement done at Sears Auto Center & is now seeking reimbursement ...... what labor op would I use ????
Re: customer seeks reimbursement - 05/03/2011
you would use the Battery labor op N0110 and put the reimbursement amount in net..and put in comments the reason for the refund..hope this helps
Special Coverage Reimbursement Form? - 10/24/2017
Hey,When reimbursing a customer for a repair that they paid for that is now covered by a special coverage, are we supposed to have the customer fill out the General Motors Product Field Action Customer Reimbursement Request Form or is that only necessary...
Re: Monday morning brain fog-- goodwill question - 03/25/2009
... through as part of the special policy being that the date is so close. The policy does allow for customer reimbursement if customer paid for repair previous to the Special Policy, so it should still be covered regardless. If it rejects I'd either H-route...
Forum - 11/08/2019
... both the job card and the check, and put the full amount of reimbursement in NET ITEMS - CUSTOMER REIMBURSEMENT with the check number in the "invoice number" field. The claim was accepted without any issues. &n...
Forum - 11/08/2019
... it as a ZPTC and entered the full reimbursement amount into NET ITEMS - CUSTOMER REIMBURSEMENT and the check number entered into the INVOICE NUMBER field. The transaction was accepted with no issues. ...
Forum - 08/23/2018
Hello gkuchis! The March 2018 edition of the Warranty News contains a Customer Reimbursement article, please click to view: Customer Reimbursement.
Forum - 06/28/2019
... department for repair: when repairs are complete, submit the job card with the agreed upon customer reimbursement amount in the Customer Reimbursement/Net Item field of the transaction with the labor operation for repairs performed. If you...
Re: Reimburse customer for independent work? - 04/07/2011
Additional information regarding customer reimbursement is available in the P&P...Articles 1.6.2.3 and 1.5.15. Generate a job card with the appropriate labour operation for the repair performed at the independent. There is no labour or parts claimed...
Re: labor op code - 07/08/2011
It should be submitted as a ZREG with the dollar amount for what you reimbursed the customer for their two car payments placed in customer reimbursement net item. The claim must be routed and include in comments the check number of the reimbursement check....
Actually, you need to retain the ORIGINAL bill, and give the customer back a copy.
Customer Reimbursement Claim - 03/23/2017
Ok, so I'm still pretty new at being a warranty admin. and I haven't came across a customer reimbursement claim yet. My service director just gave me a customer's information for a vehicle they bought from us a couple months ago and a case number from...
Forum - 09/26/2019
Customer reimbursement would be 145.27.
What Would You Do - 03/15 - 02/23/2015
... the second line addressed recall 14116, Electric Power Steering Assist, the third line was a customer reimbursement for a previous power steering assist repair, and the final line was a customer reimbursement for a previous brake lamp repair. The two...
Re: What Would You Do - 03/15 - 02/24/2015
... the second line addressed recall 14116, Electric Power Steering Assist, the third line was a customer reimbursement for a previous power steering assist repair, and the final line was a customer reimbursement for a previous brake lamp repair. The two...
Forum - 08/15/2023
Reference Service Policies & Procedures Article 10.11 Product Field Action Customer Reimbursement Procedure: All reasonable and customary costs to correct the condition described in the product field action bulletin should be considered for reimbursement....
Forum - 05/26/2020
A new job card would be opened for the customer reimbursement referencing the original customer pay invoice. Attach a copy of the original repair order that was billed as customer pay to support the reimbursement. The reimbursement transaction would...
Forum - 10/24/2017
Submit for the reimbursement using the labor operation for the rear drums with the amount being reimbursed in the Customer Reimbursement field of the transaction. You may claim a $20 Administrative Allowance for all Customer Reimbursement transactions. Reference...
Forum - 03/02/2020
... This policy applies to all product field action or special coverage bulletins that offer customer reimbursement regardless of when the bulletin was released. It also supersedes GM’s previous policy of restricting customer reimbursement to the amount...
Forum - 01/08/2019
... performed - with no parts or labor claimed. A $20 administrative allowance may be claimed for all customer reimbursement transactions. Enter the reimbursement amount in the Net Item/Customer Reimbursement field with the reimbursement check number noted....
Re: Warranty after the customer paid! - 04/08/2011
This should be handled as a customer reimbursement. Information regarding the customer reimbursement process is available in the P&P...Articles 1.6.2.3 and 1.5.15. Generate a new job card with the appropriate labour operation for the repair performed...
Forum - 02/19/2018
Additional information re: Customer Reimbursement is available in the Service Policies & Procedures Manual Article 3.2.18.
Forum - 03/27/2018
wendythomas: refer to Service Policies & Procedures Manual - General Information Article 3.2.18 for detail on customer reimbursement.
Re: not compatible to ltg - 03/05/2013
IF I AM NOT MISTAKEN THERE SHOULD BE A LABOR OP ON THE SPA BULLETIN FOR THE CUSTOMER REIMBURSEMENT..
Forum - 01/21/2020
Refer also to General Information Policy and Procedure Article 3.2.17 for policies pertaining to customer reimbursement (including special coverage/recalls).
customer seeks reimbursement - 05/03/2011
Have a customer that had to have a battery replacement done at Sears Auto Center & is now seeking reimbursement ...... what labor op would I use ????
Re: customer seeks reimbursement - 05/03/2011
you would use the Battery labor op N0110 and put the reimbursement amount in net..and put in comments the reason for the refund..hope this helps
Special Coverage Reimbursement Form? - 10/24/2017
Hey,When reimbursing a customer for a repair that they paid for that is now covered by a special coverage, are we supposed to have the customer fill out the General Motors Product Field Action Customer Reimbursement Request Form or is that only necessary...
Re: Monday morning brain fog-- goodwill question - 03/25/2009
... through as part of the special policy being that the date is so close. The policy does allow for customer reimbursement if customer paid for repair previous to the Special Policy, so it should still be covered regardless. If it rejects I'd either H-route...
Forum - 11/08/2019
... both the job card and the check, and put the full amount of reimbursement in NET ITEMS - CUSTOMER REIMBURSEMENT with the check number in the "invoice number" field. The claim was accepted without any issues. &n...
Forum - 11/08/2019
... it as a ZPTC and entered the full reimbursement amount into NET ITEMS - CUSTOMER REIMBURSEMENT and the check number entered into the INVOICE NUMBER field. The transaction was accepted with no issues. ...
Forum - 08/23/2018
Hello gkuchis! The March 2018 edition of the Warranty News contains a Customer Reimbursement article, please click to view: Customer Reimbursement.
Forum - 06/28/2019
... department for repair: when repairs are complete, submit the job card with the agreed upon customer reimbursement amount in the Customer Reimbursement/Net Item field of the transaction with the labor operation for repairs performed. If you...
Re: Reimburse customer for independent work? - 04/07/2011
Additional information regarding customer reimbursement is available in the P&P...Articles 1.6.2.3 and 1.5.15. Generate a job card with the appropriate labour operation for the repair performed at the independent. There is no labour or parts claimed...
Re: labor op code - 07/08/2011
It should be submitted as a ZREG with the dollar amount for what you reimbursed the customer for their two car payments placed in customer reimbursement net item. The claim must be routed and include in comments the check number of the reimbursement check....
Re: reimbursement for special coverage - 04/15/2013
... all my help !!!dont know that spa you are talking about but i checked spa 10183 under customer reimbursement they say all refunds need to be sent to the customer assistance center do not go thru dealer...I would look at your spa.....
Re: goodwill reimbursement - 07/26/2012
Check the IVH history, just because theres a recall and if it doesnt apply to that customers vehicle, why would a reimbursement be necessary? Enthusiasm or not, i wouldn't give away money to a longtime cutomer thats continuing to give their business to...
Forum - 02/09/2018
... considered for reimbursement. This policy applies to all product field action bulletins that offer customer reimbursement regardless of when the bulletin was released. It also supersedes GM’s previous policy of restricting customer reimbursement...
Forum - 10/25/2022
i used #6 customer request for reimbursement and the rep approved it and it went thru
Service Manager Authorization - 08/20/2020
Hello, I just want to clairfy - Customer Reimbursement for repair. This is not for vehicle payment or incidental expenses. Does Service Manager need to do the authorization of signature, explain, date and time? Thank you
Hotel Expense 0600015 - 09/24/2019
I know the labor op for incidental expense is 0600015 and I assume the dollar amount goes in the "customer reimbursement" field, but what do I put for the complaint/cause/correction? For example, the one I'm working on had transmission repairs. ...
Admin Allowance - 03/27/2019
... for more insight on where you would put the WPC requests or Electronic Exchange allowances or even Customer Reimbursement....
Re: What Would You Do - 03/15 - 02/26/2015
RECALL 13036 says that to avoid having to h route the customer reimbursement transaction for approval, it must be submitted prior to the repair transaction....I messed up had this happen to me recently, had to call warranty support center for help !...
Re: GOOWILL PAYMENT REIMBURSEMENT - 11/25/2015
... should be submitted as a ZREG using 0600005 and place amount being reimbursed in the net item- customer reimbursement field. Place the check number in the invoice field. The Complaint, Cause, and Correction fields must document the situation including...
Re: reimbursement for special coverage - 04/15/2013
I would check the recall bulletin in question and see what it states under customer reimbursement , some say a resonable amount and others or what it would cost your dealer to do the repairs..If you want to be safe you can call the DBC and see that they...
Forum - 03/30/2023
It may be kind of work around but .... if a customer wants a rental you could have them go and rent. Have them bring receipt back from rental company after repairs are completed. They pay for it on their credit card.... you can submit " reimbursement"...
What Would You Do - 03/17 - 02/17/2017
In March 2016 a customer visited their local Chevrolet dealership for the replacement of a brake booster sensor. Because the vehicle was out of warranty at time of service, the repair was handled as customer pay.Several months later, in December 2016,...
Forum - 03/27/2017
... by CAC, if provided, or select a closest to operation. Enter the reimbursement amount in the Customer Reimbursement / Net Item field and claim $20 administrative allowance. Reference P&P Article 3.2.18 for additional detail....
Forum - 02/14/2019
... handle with the appropriate labor operation from the LTG. Dealers are empowered to authorize customer reimbursement transactions up to a $1,000, but as you indicated, the vehicle is out of powertrain warranty, so would be considered a Policy Decision....
Forum - 03/28/2018
Well, Article 8 in Service P&P "Dealer Empowerment and Customer Enthusiasm Guidelines" only mentioned Bulletin 11-00-89-005 which I would agree with you to use labor op 0600015. However, after some digging, I found Article 8.4.1 "Goodwill Transaction...
Forum - 10/25/2022
If I am in a good mood I will have my manager sign for a reason like purchased here, loyal customer, we just worked on it, whatever you can come up with. The idea of doing it as a customer reimbursement is good too, you just submit the sublet bill with...
CAC & PET article in January 2019 WarrantyNews? - 12/21/2018
The article states that "if CAC contacts the dealer on the customer's behalf for reimbursement of a customer pay repair, the dealer would run the PET at warranty rates. The PET would provide the dealer with the guidance for the available reimbursement...
Re: GM CUST ASST OFFERED REIMBURSEMENT - 06/02/2011
THERE IS LABOR OP Z7091 I HAVE USED FOR CUSTOMER REIMBURSEMENTS...YOU MAY HAVE TO H ROUTE IT FOR AUTH....HOPE THIS HELPS
Forum - 12/20/2022
typically when performing a reimbursement for a repair that the customer previously paid for, a new job card would be opened for the reimbursement. the new JC would provide documentation in support of the situation (3 C's) and include the job card...
What Would You Do - 11/18 - 10/24/2018
... means of transportation, and the repairing dealerships inability to provide a rental vehicle, the customer incurred a rental vehicle expense while their vehicle was down for repair.The customer also incurred lodging expenses as a result of the battery...
Re: labor op code - 07/08/2011
it was a goodwill reimbursement of two monthly payments and a purchase of a GMPP due to customer repeat concern with a water leak. we had it approved by CAM have an auth # . the customer had a repair water leak concern found leak had to replace the windsheild...
Forum - 01/10/2019
... nothing to gone and the technician should not have just started throwing parts at the vehicle. The customer should have been asked questions about the reasoning behind the requested replacement and should have been notified every step of the way of the...
Forum - 05/12/2022
... total capacity? If a system was over 50% low I would probably just suggest to the client to do a customer pay oil change to begin the consumption test, or quite frankly charge them for the oil. It is their responsibility to maintain proper fluid levels...
Forum - 02/20/2017
... approve the reimbursement. He would have a check cut for the second repair to reimburse the customer then write up a job card for the reimbursement amount with copies of the job cards with proof of payment and the reimbursement check attached to...
Forum - 11/28/2018
From the Policy Evaluation Tool Overview & FAQ's: 26. What should happen when Customer Assistance (CAC) calls a dealer on a customer's behalf, asking them to reimburse the customer for a repair that has already been completed and paid for a customer...
... all my help !!!dont know that spa you are talking about but i checked spa 10183 under customer reimbursement they say all refunds need to be sent to the customer assistance center do not go thru dealer...I would look at your spa.....
Re: goodwill reimbursement - 07/26/2012
Check the IVH history, just because theres a recall and if it doesnt apply to that customers vehicle, why would a reimbursement be necessary? Enthusiasm or not, i wouldn't give away money to a longtime cutomer thats continuing to give their business to...
Forum - 02/09/2018
... considered for reimbursement. This policy applies to all product field action bulletins that offer customer reimbursement regardless of when the bulletin was released. It also supersedes GM’s previous policy of restricting customer reimbursement...
Forum - 10/25/2022
i used #6 customer request for reimbursement and the rep approved it and it went thru
Service Manager Authorization - 08/20/2020
Hello, I just want to clairfy - Customer Reimbursement for repair. This is not for vehicle payment or incidental expenses. Does Service Manager need to do the authorization of signature, explain, date and time? Thank you
Hotel Expense 0600015 - 09/24/2019
I know the labor op for incidental expense is 0600015 and I assume the dollar amount goes in the "customer reimbursement" field, but what do I put for the complaint/cause/correction? For example, the one I'm working on had transmission repairs. ...
Admin Allowance - 03/27/2019
... for more insight on where you would put the WPC requests or Electronic Exchange allowances or even Customer Reimbursement....
Re: What Would You Do - 03/15 - 02/26/2015
RECALL 13036 says that to avoid having to h route the customer reimbursement transaction for approval, it must be submitted prior to the repair transaction....I messed up had this happen to me recently, had to call warranty support center for help !...
Re: GOOWILL PAYMENT REIMBURSEMENT - 11/25/2015
... should be submitted as a ZREG using 0600005 and place amount being reimbursed in the net item- customer reimbursement field. Place the check number in the invoice field. The Complaint, Cause, and Correction fields must document the situation including...
Re: reimbursement for special coverage - 04/15/2013
I would check the recall bulletin in question and see what it states under customer reimbursement , some say a resonable amount and others or what it would cost your dealer to do the repairs..If you want to be safe you can call the DBC and see that they...
Forum - 03/30/2023
It may be kind of work around but .... if a customer wants a rental you could have them go and rent. Have them bring receipt back from rental company after repairs are completed. They pay for it on their credit card.... you can submit " reimbursement"...
What Would You Do - 03/17 - 02/17/2017
In March 2016 a customer visited their local Chevrolet dealership for the replacement of a brake booster sensor. Because the vehicle was out of warranty at time of service, the repair was handled as customer pay.Several months later, in December 2016,...
Forum - 03/27/2017
... by CAC, if provided, or select a closest to operation. Enter the reimbursement amount in the Customer Reimbursement / Net Item field and claim $20 administrative allowance. Reference P&P Article 3.2.18 for additional detail....
Forum - 02/14/2019
... handle with the appropriate labor operation from the LTG. Dealers are empowered to authorize customer reimbursement transactions up to a $1,000, but as you indicated, the vehicle is out of powertrain warranty, so would be considered a Policy Decision....
Forum - 03/28/2018
Well, Article 8 in Service P&P "Dealer Empowerment and Customer Enthusiasm Guidelines" only mentioned Bulletin 11-00-89-005 which I would agree with you to use labor op 0600015. However, after some digging, I found Article 8.4.1 "Goodwill Transaction...
Forum - 10/25/2022
If I am in a good mood I will have my manager sign for a reason like purchased here, loyal customer, we just worked on it, whatever you can come up with. The idea of doing it as a customer reimbursement is good too, you just submit the sublet bill with...
CAC & PET article in January 2019 WarrantyNews? - 12/21/2018
The article states that "if CAC contacts the dealer on the customer's behalf for reimbursement of a customer pay repair, the dealer would run the PET at warranty rates. The PET would provide the dealer with the guidance for the available reimbursement...
Re: GM CUST ASST OFFERED REIMBURSEMENT - 06/02/2011
THERE IS LABOR OP Z7091 I HAVE USED FOR CUSTOMER REIMBURSEMENTS...YOU MAY HAVE TO H ROUTE IT FOR AUTH....HOPE THIS HELPS
Forum - 12/20/2022
typically when performing a reimbursement for a repair that the customer previously paid for, a new job card would be opened for the reimbursement. the new JC would provide documentation in support of the situation (3 C's) and include the job card...
What Would You Do - 11/18 - 10/24/2018
... means of transportation, and the repairing dealerships inability to provide a rental vehicle, the customer incurred a rental vehicle expense while their vehicle was down for repair.The customer also incurred lodging expenses as a result of the battery...
Re: labor op code - 07/08/2011
it was a goodwill reimbursement of two monthly payments and a purchase of a GMPP due to customer repeat concern with a water leak. we had it approved by CAM have an auth # . the customer had a repair water leak concern found leak had to replace the windsheild...
Forum - 01/10/2019
... nothing to gone and the technician should not have just started throwing parts at the vehicle. The customer should have been asked questions about the reasoning behind the requested replacement and should have been notified every step of the way of the...
Forum - 05/12/2022
... total capacity? If a system was over 50% low I would probably just suggest to the client to do a customer pay oil change to begin the consumption test, or quite frankly charge them for the oil. It is their responsibility to maintain proper fluid levels...
Forum - 02/20/2017
... approve the reimbursement. He would have a check cut for the second repair to reimburse the customer then write up a job card for the reimbursement amount with copies of the job cards with proof of payment and the reimbursement check attached to...
Forum - 11/28/2018
From the Policy Evaluation Tool Overview & FAQ's: 26. What should happen when Customer Assistance (CAC) calls a dealer on a customer's behalf, asking them to reimburse the customer for a repair that has already been completed and paid for a customer...
Forum - 04/02/2019
... the allowance with the department(s) that performed/addressed the task. For example, a customer reimbursement is typically performed by the service department, whereas a WPC part return request is usually addressed by the parts department. Since individual...
Special Policy Reimbursement - 06/21/2017
I have a customer requesting reimbursement on special coverage 15284. She did not have the work done, the reimbursement is for the check out time. Is she eligible for reimbursement ?
goodwill reimbursement - 07/23/2012
Im haveing a brain freeze trying to find a labour op for reimbursement to a customer for repairs that customer states had a recall on their vehicle for power steering. recall doesn't apply to the vehicle we have a customer assistance case on it.
Forum - 03/05/2020
I have a customer wants a Reimbursement for a key. Customer order the key and found out that a Recall 14294 Ignition Key is still open for 2010 Camaro. Can we give a Reimbursement for this key? Parts Dept. said it is not the same part number. Please ...
What Would You Do? 05/08 - 05/16/2008
A customer brings a receipt into the dealership for a starter that was replaced by a local independent repair facility and requests reimbursement for repairs since the vehicle is still within the factory warranty period. The customer is not a regular...
What Would You Do - 01/19 - 12/19/2018
A customer requested replacement of a component with no other explanation than just to replace the component. The dealership proceeded with the replacement, including subsequent components that also required replacement, and indicated the scenario on...
Forum - 03/08/2019
... from GM when this PI will be fixed and we do tons of them and lose out on every one. If it has a customer reimbursement statement in the document but no operation code for it, my suggestion would be to submit feedback on the policy document and ask them...
REIMBURSEMENT - 07/29/2020
... Warranty Company. Customer received a Special Coverage letter about possible getting a Reimbursement. Customer is requesting her deductible amount that she paid for. Are we able to submit for a Reimbursement for the amount of her deductible onl...
Cust Reimbursement - SC#10240 - 12/07/2011
I have a customer seeking reimbursement for repairs he had made at a small repair shop .... then received the Special Coverage letter ---- my question is ?? The part listed is not a GM PT#, can he still seek reimbursement ??
What Would You Do - 09/18 - 08/20/2018
The CUE infotainment system in a customer’s Cadillac required replacement. Since the vehicle was out of warranty the service advisor obtained customer approval and the new component was ordered from the ESC. The customer was advised that the service...
Re: Deductible - 02/23/2010
I have a claim that paid through GMPP and the customer is requesting reimbursement of his 200.00 deductible from this repair our rep has authorized this reimbursment. When I put it into GWM am I starting a new transaction? Is it for a reimbursement...
USED CAR LOANER - 03/23/2011
CAN YOU GET ANY KIND OF REIMBURSEMENT IF YOU LOAN A CUSTOMER A USED CAR FOR WARRANTY WORK DONE?
What Would You Do - 12/16 - 11/29/2016
... was reported salvaged in August of 2013, and the repairs were performed in November 2013. The customer received notice of the recall in October 2016, which prompted the visit to the dealership for reimbursement. The recall states that the engine...
Forum - 08/02/2021
If the vehicle was still under warranty coverage, whatever the customer had to pay out of pocket would be reimburseable up to 1000.00. If it's over that it would need approval by the WSC. You will need the original paid copy of the sublet...
Forum - 09/09/2019
That's how I thought I would submit it, I just wasn't sure if I put the full amount in reimbursement net item and then enter customer participation amount or, just put amount GM would have covered into reimbursement net item.
Verified Customer Concern but no fix yet - 10/31/2023
When you come across these claims do you put them under CCND or something else? They did confirm the customer issue but there is currently no fix for it. In this case bulletin PIT5987. Tech did have to spend time test driving and checking for bulletins. Would...
Policy work approved on previously customer pay - 09/06/2019
How do I process a Policy repair reimbursement for a repair that was already closed and paid by customer? GM according to policy evaluation tool would have covered 50% of repair, so repair total at warranty rates would have been $290.53 and GM would...
Customer Pay TO Parts Warranty - 08/01/2019
Hello!So I was given a job card and the first line was Customer Pay. There was an issue with the part so a few lines down this part has now become Parts Warranty. For the customer pay line should there be punches with times on them or is it...
customer enthusiasm - 03/27/2019
refund customer for expired rewards voucherFormat: Article
GM Included Maitenance Reimbursement Amount Increase - 04/01/2019
... as of yet. We lose money on them, but I thought the point behind these was to get the customer used to coming to us for their service work. A relationship builder. If this is possible, please let me know what we have to do to get it.Also,...
Customer enthusiasm after claim rejection - 02/05/2020
... claim was rejected, and my service manager wants to know if there is any way to resubmit this as customer enthusiasm or any other way to get this claim paid. Thanks for your help....
CUSTOMER CALLED TOWING COMPANY INSTEAD OF ROADSIDE ASSISTANCE - 01/22/2020
I have customer who lives over 50 miles away. She refuses to use the closest locale dealership to her bc of a bad experiences with them several times. The customer was not aware that she should call roadside assistance, she was neither told nor read...
Transportation Damage Core Reimbursement? - 09/20/2018
Hi,Will a transportation claim cover the core on a wheel? We have a vehicle that was delivered with damage to the rim and the tire. The rim is chipped/chewed up all the way around. If we turn the core in and it gets rejected, will we ...
Customer Pay Add-On Repairs - 07/02/2018
Hello there JL Warranty Community!Just a quick question since GM does not seem specify regarding add-on customer pay lines. Say I have a job card opened with two warranty lines and we add-on a customer pay line for whatever reason. Does this still require...
RECALL 18159 FLOOR PLAN REIMBURSEMENT - 05/30/2018
My claim for floor plan reimbursement is rejecting stating that the miscellaneous net item amount exceeds the allowance for labor code 9103868. The recall clearly states that the reimbursement is limited to the number of days from the...
... the allowance with the department(s) that performed/addressed the task. For example, a customer reimbursement is typically performed by the service department, whereas a WPC part return request is usually addressed by the parts department. Since individual...
Special Policy Reimbursement - 06/21/2017
I have a customer requesting reimbursement on special coverage 15284. She did not have the work done, the reimbursement is for the check out time. Is she eligible for reimbursement ?
goodwill reimbursement - 07/23/2012
Im haveing a brain freeze trying to find a labour op for reimbursement to a customer for repairs that customer states had a recall on their vehicle for power steering. recall doesn't apply to the vehicle we have a customer assistance case on it.
Forum - 03/05/2020
I have a customer wants a Reimbursement for a key. Customer order the key and found out that a Recall 14294 Ignition Key is still open for 2010 Camaro. Can we give a Reimbursement for this key? Parts Dept. said it is not the same part number. Please ...
What Would You Do? 05/08 - 05/16/2008
A customer brings a receipt into the dealership for a starter that was replaced by a local independent repair facility and requests reimbursement for repairs since the vehicle is still within the factory warranty period. The customer is not a regular...
What Would You Do - 01/19 - 12/19/2018
A customer requested replacement of a component with no other explanation than just to replace the component. The dealership proceeded with the replacement, including subsequent components that also required replacement, and indicated the scenario on...
Forum - 03/08/2019
... from GM when this PI will be fixed and we do tons of them and lose out on every one. If it has a customer reimbursement statement in the document but no operation code for it, my suggestion would be to submit feedback on the policy document and ask them...
REIMBURSEMENT - 07/29/2020
... Warranty Company. Customer received a Special Coverage letter about possible getting a Reimbursement. Customer is requesting her deductible amount that she paid for. Are we able to submit for a Reimbursement for the amount of her deductible onl...
Cust Reimbursement - SC#10240 - 12/07/2011
I have a customer seeking reimbursement for repairs he had made at a small repair shop .... then received the Special Coverage letter ---- my question is ?? The part listed is not a GM PT#, can he still seek reimbursement ??
What Would You Do - 09/18 - 08/20/2018
The CUE infotainment system in a customer’s Cadillac required replacement. Since the vehicle was out of warranty the service advisor obtained customer approval and the new component was ordered from the ESC. The customer was advised that the service...
Re: Deductible - 02/23/2010
I have a claim that paid through GMPP and the customer is requesting reimbursement of his 200.00 deductible from this repair our rep has authorized this reimbursment. When I put it into GWM am I starting a new transaction? Is it for a reimbursement...
USED CAR LOANER - 03/23/2011
CAN YOU GET ANY KIND OF REIMBURSEMENT IF YOU LOAN A CUSTOMER A USED CAR FOR WARRANTY WORK DONE?
What Would You Do - 12/16 - 11/29/2016
... was reported salvaged in August of 2013, and the repairs were performed in November 2013. The customer received notice of the recall in October 2016, which prompted the visit to the dealership for reimbursement. The recall states that the engine...
Forum - 08/02/2021
If the vehicle was still under warranty coverage, whatever the customer had to pay out of pocket would be reimburseable up to 1000.00. If it's over that it would need approval by the WSC. You will need the original paid copy of the sublet...
Forum - 09/09/2019
That's how I thought I would submit it, I just wasn't sure if I put the full amount in reimbursement net item and then enter customer participation amount or, just put amount GM would have covered into reimbursement net item.
Verified Customer Concern but no fix yet - 10/31/2023
When you come across these claims do you put them under CCND or something else? They did confirm the customer issue but there is currently no fix for it. In this case bulletin PIT5987. Tech did have to spend time test driving and checking for bulletins. Would...
Policy work approved on previously customer pay - 09/06/2019
How do I process a Policy repair reimbursement for a repair that was already closed and paid by customer? GM according to policy evaluation tool would have covered 50% of repair, so repair total at warranty rates would have been $290.53 and GM would...
Customer Pay TO Parts Warranty - 08/01/2019
Hello!So I was given a job card and the first line was Customer Pay. There was an issue with the part so a few lines down this part has now become Parts Warranty. For the customer pay line should there be punches with times on them or is it...
customer enthusiasm - 03/27/2019
refund customer for expired rewards voucherFormat: Article
GM Included Maitenance Reimbursement Amount Increase - 04/01/2019
... as of yet. We lose money on them, but I thought the point behind these was to get the customer used to coming to us for their service work. A relationship builder. If this is possible, please let me know what we have to do to get it.Also,...
Customer enthusiasm after claim rejection - 02/05/2020
... claim was rejected, and my service manager wants to know if there is any way to resubmit this as customer enthusiasm or any other way to get this claim paid. Thanks for your help....
CUSTOMER CALLED TOWING COMPANY INSTEAD OF ROADSIDE ASSISTANCE - 01/22/2020
I have customer who lives over 50 miles away. She refuses to use the closest locale dealership to her bc of a bad experiences with them several times. The customer was not aware that she should call roadside assistance, she was neither told nor read...
Transportation Damage Core Reimbursement? - 09/20/2018
Hi,Will a transportation claim cover the core on a wheel? We have a vehicle that was delivered with damage to the rim and the tire. The rim is chipped/chewed up all the way around. If we turn the core in and it gets rejected, will we ...
Customer Pay Add-On Repairs - 07/02/2018
Hello there JL Warranty Community!Just a quick question since GM does not seem specify regarding add-on customer pay lines. Say I have a job card opened with two warranty lines and we add-on a customer pay line for whatever reason. Does this still require...
RECALL 18159 FLOOR PLAN REIMBURSEMENT - 05/30/2018
My claim for floor plan reimbursement is rejecting stating that the miscellaneous net item amount exceeds the allowance for labor code 9103868. The recall clearly states that the reimbursement is limited to the number of days from the...
Shuttle Vehicle - Shuttle Reimbursement - 03/15/2019
Hey,Bulletin 07-00-89-037N has this statement: "Shuttle of the customer's vehicle to/from the Service Agent is not a covered service per the Courtesy Transportation Program." Does that mean that we have to use a dealership vehicle for the...
Customer Enthusiasm and Time Documentation - 02/27/2019
Hey,If you're doing something under customer enthusiasm, would that need time clock punches?
CUSTOMER ADDRESS - 09/15/2021
... advisors attend JL Warranty seminar in Minneapolis and he stated that we are not to ask the customer for their address during write-up. I was not aware that this had changed. We do an extreme amount of vehicle pickup and delivery, so what is the proper...
New maintenance reimbursement rates chart - 11/01/2021
Since its live today, I removed old rates, simplified and cleaned it up a tad: This is for 1st Maintenance only, op codes 0600723, 0600743, 0600733 Envision Trax Acadia 2.0L 45 1.4L 41 2.0L 45 Encore ...
CUSTOMER REINBURSEMENT - 03/11/2021
CUSTOMER REINBURSEMENT OP CODE Format: Other
Customer paid wiper blades - 08/21/2020
Please advise I have customer paid for wipers blades. They were installed 8 months ago. We thought they have a 12 months warranty. Are these warranty? I tried to send under ZPTI rejected for Error 804 Repair covered under vehicle warranty. Wiper blades...
current maintenance program reimbursements - 07/14/2020
allowed amount for lube oil and filter Format: Other
Floorplan Reimbursement on Recall A202304840 - 08/24/2020
We only had 1 on hold, but it will not allow me to submit the floorplan reimbursement (68 days @ 3.17/day), but its rejecting as excessive. Any insight?
Customer signature when picking up - 09/03/2020
I've searched and searched, and perhaps it was my wording, but, when the customer picks up their vehicle is it in P&P that states they MUST sign that they are picking it up?I researched here and found an old article stating it may be a state requirement...
Customer Enthusiasm - 06/10/2020
... under the bumper/bumper. Has anyone had this issue? Do you think I would be able to customer enthusiasm this tonneau cover? Thank you...
Included Maintenance Reimbursement Rate Increase? GCUS-9-12098 - 11/29/2021
This rate increase for maintenance bulletin does not include CPO maintenance. Has anyone heard or seen anything stating if those are also increasing? If yes, where?
corvette C8 first maintenance reimbursement - 02/07/2022
in the Feb 2022 newsletter, pg 1 it says the reimbursement amount is $249,,,,isnt that an error and it should be $294 ?
customer satisfaction program USB Receptacle doc id 6166363 - 10/18/2022
be careful with this customer satisfaction bulletin,,,it calls for you to refund $25,,,but in red it clearly states you need the ORIGINAL owner letter,,,not a reprint off the system,,,this is because only the original owner can submit for it. Gm ...
N212326940 CUSTOMER SATISFACTION PROGRAM oil cooler lines - 04/20/2023
W...
Working Capital reimbursements - 02/22/2023
If a vehicle has several recalls and more than one has a working capital reimbursement applicable,,,,,can you apply for more than one working capital credit or does the system prevent that by having you enter the 9800088 labor op? We just started...
CORE REIMBURSEMENTS - 04/06/2017
Where would I obtain "Core Exchange value documentation" ??
Re: Bringing customers in - 12/22/2015
It is quite slow here, especially now that it's the week of Christmas! We use the recall list to send out postcards to customers reminding them that they have an open recall(s) too. Is the 6 month list one that you get off of your DMS for customer's...
Re: Bringing customers in - 12/22/2015
Yes I print that out once a month and go over it.
Recall 15577 - label - customer installed? - 02/08/2016
Just wanted to know how you guys will be handling this recall. They will send the label directly to the customer, and if the client doesn't feel comfortable installing it on their own then they can bring it to the dealer. So if the client shows an...
Re: Installed Part Warranty with No Customer - 03/08/2016
you should still be able to do a parts warranty
Re: Installed Part Warranty with No Customer - 03/08/2016
We list those as inventory vehicle with stock # as the customer so when someone wants to purchase it we have a history of what we have fix on the vehicle
Installed Part Warranty with No Customer - 03/08/2016
Maybe I'm overthinking this situation but would appreciate some feedback. We had a customer come in with an ignition lock cylinder concern and we replaced the part under a parts warranty (we had installed one for them at customer pay in July 2015). ...
Warranty Coverage for Customer Purchased Parts and Accessories - 08/15/2016
A video that covers the different warranty terms on parts that are installed vs parts that are sold to the customer. Format: Video
core reimbursement - 09/29/2016
Format: Other
Customer Concern Not Duplicated - 10/12/2016
... would be coming off of the labor time guide in a month or two... Why when pulling up all "Customer Concern Not Duplicated" labor operations, does it still say "Note: Actual time from 0.1- 0.3 hours spent to perform repair is to be entered as Labor...
Hey,Bulletin 07-00-89-037N has this statement: "Shuttle of the customer's vehicle to/from the Service Agent is not a covered service per the Courtesy Transportation Program." Does that mean that we have to use a dealership vehicle for the...
Customer Enthusiasm and Time Documentation - 02/27/2019
Hey,If you're doing something under customer enthusiasm, would that need time clock punches?
CUSTOMER ADDRESS - 09/15/2021
... advisors attend JL Warranty seminar in Minneapolis and he stated that we are not to ask the customer for their address during write-up. I was not aware that this had changed. We do an extreme amount of vehicle pickup and delivery, so what is the proper...
New maintenance reimbursement rates chart - 11/01/2021
Since its live today, I removed old rates, simplified and cleaned it up a tad: This is for 1st Maintenance only, op codes 0600723, 0600743, 0600733 Envision Trax Acadia 2.0L 45 1.4L 41 2.0L 45 Encore ...
CUSTOMER REINBURSEMENT - 03/11/2021
CUSTOMER REINBURSEMENT OP CODE Format: Other
Customer paid wiper blades - 08/21/2020
Please advise I have customer paid for wipers blades. They were installed 8 months ago. We thought they have a 12 months warranty. Are these warranty? I tried to send under ZPTI rejected for Error 804 Repair covered under vehicle warranty. Wiper blades...
current maintenance program reimbursements - 07/14/2020
allowed amount for lube oil and filter Format: Other
Floorplan Reimbursement on Recall A202304840 - 08/24/2020
We only had 1 on hold, but it will not allow me to submit the floorplan reimbursement (68 days @ 3.17/day), but its rejecting as excessive. Any insight?
Customer signature when picking up - 09/03/2020
I've searched and searched, and perhaps it was my wording, but, when the customer picks up their vehicle is it in P&P that states they MUST sign that they are picking it up?I researched here and found an old article stating it may be a state requirement...
Customer Enthusiasm - 06/10/2020
... under the bumper/bumper. Has anyone had this issue? Do you think I would be able to customer enthusiasm this tonneau cover? Thank you...
Included Maintenance Reimbursement Rate Increase? GCUS-9-12098 - 11/29/2021
This rate increase for maintenance bulletin does not include CPO maintenance. Has anyone heard or seen anything stating if those are also increasing? If yes, where?
corvette C8 first maintenance reimbursement - 02/07/2022
in the Feb 2022 newsletter, pg 1 it says the reimbursement amount is $249,,,,isnt that an error and it should be $294 ?
customer satisfaction program USB Receptacle doc id 6166363 - 10/18/2022
be careful with this customer satisfaction bulletin,,,it calls for you to refund $25,,,but in red it clearly states you need the ORIGINAL owner letter,,,not a reprint off the system,,,this is because only the original owner can submit for it. Gm ...
N212326940 CUSTOMER SATISFACTION PROGRAM oil cooler lines - 04/20/2023
W...
Working Capital reimbursements - 02/22/2023
If a vehicle has several recalls and more than one has a working capital reimbursement applicable,,,,,can you apply for more than one working capital credit or does the system prevent that by having you enter the 9800088 labor op? We just started...
CORE REIMBURSEMENTS - 04/06/2017
Where would I obtain "Core Exchange value documentation" ??
Re: Bringing customers in - 12/22/2015
It is quite slow here, especially now that it's the week of Christmas! We use the recall list to send out postcards to customers reminding them that they have an open recall(s) too. Is the 6 month list one that you get off of your DMS for customer's...
Re: Bringing customers in - 12/22/2015
Yes I print that out once a month and go over it.
Recall 15577 - label - customer installed? - 02/08/2016
Just wanted to know how you guys will be handling this recall. They will send the label directly to the customer, and if the client doesn't feel comfortable installing it on their own then they can bring it to the dealer. So if the client shows an...
Re: Installed Part Warranty with No Customer - 03/08/2016
you should still be able to do a parts warranty
Re: Installed Part Warranty with No Customer - 03/08/2016
We list those as inventory vehicle with stock # as the customer so when someone wants to purchase it we have a history of what we have fix on the vehicle
Installed Part Warranty with No Customer - 03/08/2016
Maybe I'm overthinking this situation but would appreciate some feedback. We had a customer come in with an ignition lock cylinder concern and we replaced the part under a parts warranty (we had installed one for them at customer pay in July 2015). ...
Warranty Coverage for Customer Purchased Parts and Accessories - 08/15/2016
A video that covers the different warranty terms on parts that are installed vs parts that are sold to the customer. Format: Video
core reimbursement - 09/29/2016
Format: Other
Customer Concern Not Duplicated - 10/12/2016
... would be coming off of the labor time guide in a month or two... Why when pulling up all "Customer Concern Not Duplicated" labor operations, does it still say "Note: Actual time from 0.1- 0.3 hours spent to perform repair is to be entered as Labor...
customer surveys for warranty repair. - 08/22/2017
I understand that warranty customer surveys are being sent out by GM by email. I would like to know what the guidelines are? Thank you
Shuttle Reimbursement - 01/04/2018
... as to what qualifies. Our dealership has a courtesy transportation driver, but we do not charge customers for this. Would that still qualify as a shuttle service, or would customer pay have to be implemented with everyone to recieve credit for those...
Reimbursements - 02/06/2018
It seems that lately we've had more calls/visits from customers who are seeking reimbursements for repairs that turn out to be covered by an applicable warranty but they've had the work done at an independant shop. I'm looking for clarity on GM's...
Customer Upset! - 02/26/2018
I have a customer that came in and they had a windshield put in there vehicle, because of an accident. The vehicle only have 9181 miles on the vehicle. We had to relearn the camera for lane departure. We sent the customer a bill and they got made saying...
Customer pay and warranty - 12/21/2017
I receive a few warranty RO's where the advisor adds on customer pay lines after the fact. I understand that if the C is changed to W, or if we add a warranty line, then the service manager needs to sign off on the RO. But if we have an RO that starts...
Customer Declined Recall - 01/02/2018
I have a few customer's now that have declined to have the 17367 recall done, is there a form that the customer needs to sign and send to GM in order for the recall to show manually closed in IVH, if so where do I print them off? I looked around in service...
Customer Declined Recall - 01/02/2018
I have a few customer's now that have declined to have the 17367 recall done, is there a form that the customer needs to sign and send to GM in order for the recall to show manually closed in IVH, if so where do I print them off? I looked around in service...
Reimbursing Customer for Rental Expense - 03/28/2018
Hi,Customer's son was on his way home from college. Vehicle broke down. We were the nearest dealer. Vehicle was brought to us for repairs. We did not have a vehicle available for the customer. Customer stated that he was...
CUSTOMER STATES COOLANT LEAK - 04/18/2018
Okay so just when I think I've got this down I start questioning it again. :-). If the customer comes in complaining of a fluid leak and the tech finds that it is a coolant leak and that the waterpump, thermostat housing and the outlet are leaking. How...
Customer Assistance $100 Voucher - 03/06/2018
Has anyone ever submit a claim to GM warranty for a voucher provided to a customer through Customer Assistance Center? We had a customer contact CAC because their vehicle is out of warranty and wanted assistance. The service manager had run...
Re: Cust Reimbursement - SC#10240 - 12/08/2011
When I have them come in with non GM shop or parts on the repair, I have them fill out the form and send it with a copy of the repair to gm and I don't worry about it. I think I've only done one I've filed with Global Connect and it was a repair we did ...
Customer Satisfaction 10287C ended 10/31/2012 - 11/02/2012
Just wanted to give you a heads up....the Job Card I was processing showed on the VIN stat that the program was still open. I tried putting it through, but it rejected because it was "expired". I spoke to the DBC and they weren't very forgiving because ...
Re: Customer Satisfaction 10287C ended 10/31/2012 - 11/06/2012
We had one on November 1st. The advisor attached the VIS to the job card, where it stated the recall was open. I still had to authorize with an A. Everyone has a heads up now.
Re: Customer Satisfaction 10287C ended 10/31/2012 - 11/06/2012
another heads up see SPA 11340C just came out replaces 10287C
Re: Customer Satisfaction 10287C ended 10/31/2012 - 11/07/2012
We had one on 11/5, IVH showed an open recall 10287 and no sign of the Special Coverage. 2 days and a rejected claim later, the VIN is STILL showing an open recall and now the special coverage as well. Anyone know if I submit for the special coverage ...
Re: Customer Satisfaction 10287C ended 10/31/2012 - 11/07/2012
It wont allow you to use the labor op for the recall, you'll have to use Reprogram ECM, and A authorize for it to go through if its out of warranty. The claim I had on 11/1 still shows the open recall on that vehicle.
Re: Customer Satisfaction 10287C ended 10/31/2012 - 11/07/2012
I had actually called DBC about this a few weeks ago to see if they could correct this since VIS showed a different expiration date than the actual recall. They gave me some excuse that didn't make a lot of sense, but basically weren't going to do anything ...
Re: Customer Satisfaction 10287C ended 10/31/2012 - 11/07/2012
I have emailed information to our Regional Warranty Rep. and will let you know what I hear back. It's really confusing for it to still show open!
Re: reimbursement for special coverage - 04/16/2013
My service manager always reimburses what the customer paid for the repair, there's just no way a customer is going to accept that they had to pay more than what GM would, even if it meant we had to cover part of the expense. I just love "policies" that...
Re: reimbursement for special coverage - 04/16/2013
It is fustrating, and the customer usually doesn't want to hear an explanation..It would be nice if GM would have the customers submit to customer assistance for their refund instead of having the dealers refund the money..but that will never happen!...
Re: reimbursement for special coverage - 04/17/2013
I agree Conny.
customer satisfaction - 05/02/2013
I have a very good customer that paid to have some work done and he is wanting us to help him now on the customer pay work. Has anyone ever goodwilled work after the customer has paid, and if so would you use a special labor op.
Re: customer satisfaction - 05/02/2013
... you as a dealership have to eat some of the cost of the reimbursement or will he authorize the customer pay retail amount. I have had times where we were told to convert to what warranty would have paid for the claim and the dealership eats difference...
Re: customer satisfaction - 05/06/2013
Thank you for your replay, very helpful.
Re: customer satisfaction - 05/06/2013
I recently had one the i converted to what warranty would have paid and reimbursed the customer 40% of the repairs per my dmv and warranty support rep..
I understand that warranty customer surveys are being sent out by GM by email. I would like to know what the guidelines are? Thank you
Shuttle Reimbursement - 01/04/2018
... as to what qualifies. Our dealership has a courtesy transportation driver, but we do not charge customers for this. Would that still qualify as a shuttle service, or would customer pay have to be implemented with everyone to recieve credit for those...
Reimbursements - 02/06/2018
It seems that lately we've had more calls/visits from customers who are seeking reimbursements for repairs that turn out to be covered by an applicable warranty but they've had the work done at an independant shop. I'm looking for clarity on GM's...
Customer Upset! - 02/26/2018
I have a customer that came in and they had a windshield put in there vehicle, because of an accident. The vehicle only have 9181 miles on the vehicle. We had to relearn the camera for lane departure. We sent the customer a bill and they got made saying...
Customer pay and warranty - 12/21/2017
I receive a few warranty RO's where the advisor adds on customer pay lines after the fact. I understand that if the C is changed to W, or if we add a warranty line, then the service manager needs to sign off on the RO. But if we have an RO that starts...
Customer Declined Recall - 01/02/2018
I have a few customer's now that have declined to have the 17367 recall done, is there a form that the customer needs to sign and send to GM in order for the recall to show manually closed in IVH, if so where do I print them off? I looked around in service...
Customer Declined Recall - 01/02/2018
I have a few customer's now that have declined to have the 17367 recall done, is there a form that the customer needs to sign and send to GM in order for the recall to show manually closed in IVH, if so where do I print them off? I looked around in service...
Reimbursing Customer for Rental Expense - 03/28/2018
Hi,Customer's son was on his way home from college. Vehicle broke down. We were the nearest dealer. Vehicle was brought to us for repairs. We did not have a vehicle available for the customer. Customer stated that he was...
CUSTOMER STATES COOLANT LEAK - 04/18/2018
Okay so just when I think I've got this down I start questioning it again. :-). If the customer comes in complaining of a fluid leak and the tech finds that it is a coolant leak and that the waterpump, thermostat housing and the outlet are leaking. How...
Customer Assistance $100 Voucher - 03/06/2018
Has anyone ever submit a claim to GM warranty for a voucher provided to a customer through Customer Assistance Center? We had a customer contact CAC because their vehicle is out of warranty and wanted assistance. The service manager had run...
Re: Cust Reimbursement - SC#10240 - 12/08/2011
When I have them come in with non GM shop or parts on the repair, I have them fill out the form and send it with a copy of the repair to gm and I don't worry about it. I think I've only done one I've filed with Global Connect and it was a repair we did ...
Customer Satisfaction 10287C ended 10/31/2012 - 11/02/2012
Just wanted to give you a heads up....the Job Card I was processing showed on the VIN stat that the program was still open. I tried putting it through, but it rejected because it was "expired". I spoke to the DBC and they weren't very forgiving because ...
Re: Customer Satisfaction 10287C ended 10/31/2012 - 11/06/2012
We had one on November 1st. The advisor attached the VIS to the job card, where it stated the recall was open. I still had to authorize with an A. Everyone has a heads up now.
Re: Customer Satisfaction 10287C ended 10/31/2012 - 11/06/2012
another heads up see SPA 11340C just came out replaces 10287C
Re: Customer Satisfaction 10287C ended 10/31/2012 - 11/07/2012
We had one on 11/5, IVH showed an open recall 10287 and no sign of the Special Coverage. 2 days and a rejected claim later, the VIN is STILL showing an open recall and now the special coverage as well. Anyone know if I submit for the special coverage ...
Re: Customer Satisfaction 10287C ended 10/31/2012 - 11/07/2012
It wont allow you to use the labor op for the recall, you'll have to use Reprogram ECM, and A authorize for it to go through if its out of warranty. The claim I had on 11/1 still shows the open recall on that vehicle.
Re: Customer Satisfaction 10287C ended 10/31/2012 - 11/07/2012
I had actually called DBC about this a few weeks ago to see if they could correct this since VIS showed a different expiration date than the actual recall. They gave me some excuse that didn't make a lot of sense, but basically weren't going to do anything ...
Re: Customer Satisfaction 10287C ended 10/31/2012 - 11/07/2012
I have emailed information to our Regional Warranty Rep. and will let you know what I hear back. It's really confusing for it to still show open!
Re: reimbursement for special coverage - 04/16/2013
My service manager always reimburses what the customer paid for the repair, there's just no way a customer is going to accept that they had to pay more than what GM would, even if it meant we had to cover part of the expense. I just love "policies" that...
Re: reimbursement for special coverage - 04/16/2013
It is fustrating, and the customer usually doesn't want to hear an explanation..It would be nice if GM would have the customers submit to customer assistance for their refund instead of having the dealers refund the money..but that will never happen!...
Re: reimbursement for special coverage - 04/17/2013
I agree Conny.
customer satisfaction - 05/02/2013
I have a very good customer that paid to have some work done and he is wanting us to help him now on the customer pay work. Has anyone ever goodwilled work after the customer has paid, and if so would you use a special labor op.
Re: customer satisfaction - 05/02/2013
... you as a dealership have to eat some of the cost of the reimbursement or will he authorize the customer pay retail amount. I have had times where we were told to convert to what warranty would have paid for the claim and the dealership eats difference...
Re: customer satisfaction - 05/06/2013
Thank you for your replay, very helpful.
Re: customer satisfaction - 05/06/2013
I recently had one the i converted to what warranty would have paid and reimbursed the customer 40% of the repairs per my dmv and warranty support rep..
Reynolds and customer participation - 10/17/2012
Our dealer just started using Reynolds and Reynolds and I have come upon a problem with customer participation amounts. When I enter the amount paid toward the repair in the participation box I would think that GM would then reduce the payment by that...
Re: Reynolds and customer participation - 10/17/2012
I can't tell you what you are doing wrong. I'm running into the same thing and I'm on Dealer Track/Arkona. I'd like to know the answer to that myself.
Re: Customer Satisfaction 10287C ended 10/31/2012 - 11/08/2012
Thanks for the replies... I also tried using the special coverage op since it shows open, global didn't like that either, ha. Manager decided to involve the dma, so I will share any information I get.
Engineering Information and the exact customer concern - 11/30/2012
... manager wants me to put through with the labor op from document ID 3136552. The problem is, my customer concern is "Customer states that the check engine light is on" (no mention of any noises). The code they pulled was P0011 which is in the bulletin...
Re: Engineering Information and the exact customer concern - 11/30/2012
Why is your SM so hot on that labor op? If the vehicle is still under warranty, it should cover with a reg labor op. If they are going off the code as the only form of diag, it sounds like the tech is looking for an easy way out, or the time in the ...
Re: Engineering Information and the exact customer concern - 12/03/2012
alot of techs try to use PI's on repairs that do not apply , i would use a regular labor op for the repair too...
dealer empowerment/customer participation - 01/07/2013
How is everyone handling dealer/customer participation out of warranty claims..I have a 2007 thats out of powertrain by time but in on mileage the table says 55% or $400 so do we have the choice to make the customer pay 55% or $400 of the repairs ..any...
Re: dealer empowerment/customer participation - 01/07/2013
I didn't double check it but I believe it's worded whichever is more. So if the 55% participation comes out to be more than $400 then that is what you would go with. The price is also at warranty rate's if I'm not mistaken.
Re: dealer empowerment/customer participation - 01/07/2013
that's what i thought too thanks for the imput
Re: reimbursement for special coverage - 04/15/2013
In practice, the customer is entitled to the full amount of the cost incurred for the repairs if they are directly related to the recall or special coverage. Fairness is probably the key factor. If your vehicle was recalled for a shift cable replacement...
Re: reimbursement for special coverage - 04/15/2013
Thank you for your help.
reimbursement for special coverage - 04/12/2013
If a customer brings in a repair done at a non gm garage for a recall reimbursement, do we reimburse them for what the recall would pay or the amount on their invoice they bring in.
Re: reimbursement for special coverage - 04/15/2013
if the work was done by a non gm dealer then the customer is reimbursed the amount it would have costs the gm dealer to do the work..hope this helps you !!!!
Re: reimbursement for special coverage - 04/15/2013
... 60 days of receipt. But it says may be limited to.... How do you determine the amount. We have customers who want to be paid the full amount they paid, so would like to have something in writing but all I can find is the above that is in the pp m...
How do you close the Customer Satisfaction 13167A...or can you? - 06/28/2013
I have a claim where we were able to install the rubber floor mats prior to the vehicle being delivered. I see that there is a labor op for it with the time listed at 0. Is there a way to submit this to clear it from the Vehicle history? Or does it ...
Re: How do you close the Customer Satisfaction 13167A...or can you? - 06/28/2013
you need to get a job card made and submit a claim for it to go away..hope this helps!!
Re: How do you close the Customer Satisfaction 13167A...or can you? - 06/28/2013
I've tried submitting this as well. There's a flaw in the system (!) in that it will not accept a lobor op with zero time. I submitted as 9100046, (0.2), and did an add case credit for the cost of the mats as soon as they got here.
Giving a GMPP Smartcare Plan to a customer, how to . . . - 07/16/2013
So a customer has had continuing issues with a new car we sold them. The customer has been pretty good about the whole thing and the SM wants to give them a GMPP Smartcare Plan. So, I was able to get it authorized by the DMA. Anyone know what my next...
Re: Giving a GMPP Smartcare Plan to a customer, how to . . . - 07/17/2013
This is all done through the Dealer Aftersales Empowerment Portal now. My service manager handles it all between him and our DMA. This is at www.autopartners.net and the use of goodwill tools such as a Smartcare plan are included. Good luck! I found ...
Re: Giving a GMPP Smartcare Plan to a customer, how to . . . - 07/17/2013
Yes, that's what I used as well and I ran it out to the end. But the information doesn't tell me what the next step is after the DMA approval. I can hand it back to the SM, but I know he's gonna ask me what he's supposed to do with it now. Which is what ...
Re: Giving a GMPP Smartcare Plan to a customer, how to . . . - 07/18/2013
... and it does in fact state: The following Goodwill tools are available to the Dealer in support of customers but are processed by way of the Customer Assistance Center (CAC) or your District Manager Aftersales and NOT via the Global Warranty System. Hence,...
Submitting GMPP Customer's Deductible in ADP, PMT. - 03/05/2014
... and using ZSCT as Transaction Type COde, PMT will not allow me to select line 10 (Service Agent/Customer Participation Amount:). I have contacted ADP, GWM, and GMPP, and no one can tell me what the problem, is how to correct it, or how to properly enter...
Re: Submitting GMPP Customer's Deductible in ADP, PMT. - 03/05/2014
there is no customer participation for gmpp claims.Submit the claim to GMPP and they will pay it minus the customers deductable...collect from the customer whatever amount his deductable is send it to the accounting dept they should post it to the job...
Re: Submitting GMPP Customer's Deductible in ADP, PMT. - 03/05/2014
Thanks, conny. I was always being told enter deductible the same way as customer participation. We recently had a meeting with Accounting, and they were telling us this caused extra work for them. They're just gonna have to deal with it. Appreciate...
Re: Submitting GMPP Customer's Deductible in ADP, PMT. - 03/06/2014
It shouldnt cause extra work for them, they are gonna post the job card , then post the customers deductable to the job card as a credit that leaves the balance that GMPP is going to pay, that should zero out your claim...
Our dealer just started using Reynolds and Reynolds and I have come upon a problem with customer participation amounts. When I enter the amount paid toward the repair in the participation box I would think that GM would then reduce the payment by that...
Re: Reynolds and customer participation - 10/17/2012
I can't tell you what you are doing wrong. I'm running into the same thing and I'm on Dealer Track/Arkona. I'd like to know the answer to that myself.
Re: Customer Satisfaction 10287C ended 10/31/2012 - 11/08/2012
Thanks for the replies... I also tried using the special coverage op since it shows open, global didn't like that either, ha. Manager decided to involve the dma, so I will share any information I get.
Engineering Information and the exact customer concern - 11/30/2012
... manager wants me to put through with the labor op from document ID 3136552. The problem is, my customer concern is "Customer states that the check engine light is on" (no mention of any noises). The code they pulled was P0011 which is in the bulletin...
Re: Engineering Information and the exact customer concern - 11/30/2012
Why is your SM so hot on that labor op? If the vehicle is still under warranty, it should cover with a reg labor op. If they are going off the code as the only form of diag, it sounds like the tech is looking for an easy way out, or the time in the ...
Re: Engineering Information and the exact customer concern - 12/03/2012
alot of techs try to use PI's on repairs that do not apply , i would use a regular labor op for the repair too...
dealer empowerment/customer participation - 01/07/2013
How is everyone handling dealer/customer participation out of warranty claims..I have a 2007 thats out of powertrain by time but in on mileage the table says 55% or $400 so do we have the choice to make the customer pay 55% or $400 of the repairs ..any...
Re: dealer empowerment/customer participation - 01/07/2013
I didn't double check it but I believe it's worded whichever is more. So if the 55% participation comes out to be more than $400 then that is what you would go with. The price is also at warranty rate's if I'm not mistaken.
Re: dealer empowerment/customer participation - 01/07/2013
that's what i thought too thanks for the imput
Re: reimbursement for special coverage - 04/15/2013
In practice, the customer is entitled to the full amount of the cost incurred for the repairs if they are directly related to the recall or special coverage. Fairness is probably the key factor. If your vehicle was recalled for a shift cable replacement...
Re: reimbursement for special coverage - 04/15/2013
Thank you for your help.
reimbursement for special coverage - 04/12/2013
If a customer brings in a repair done at a non gm garage for a recall reimbursement, do we reimburse them for what the recall would pay or the amount on their invoice they bring in.
Re: reimbursement for special coverage - 04/15/2013
if the work was done by a non gm dealer then the customer is reimbursed the amount it would have costs the gm dealer to do the work..hope this helps you !!!!
Re: reimbursement for special coverage - 04/15/2013
... 60 days of receipt. But it says may be limited to.... How do you determine the amount. We have customers who want to be paid the full amount they paid, so would like to have something in writing but all I can find is the above that is in the pp m...
How do you close the Customer Satisfaction 13167A...or can you? - 06/28/2013
I have a claim where we were able to install the rubber floor mats prior to the vehicle being delivered. I see that there is a labor op for it with the time listed at 0. Is there a way to submit this to clear it from the Vehicle history? Or does it ...
Re: How do you close the Customer Satisfaction 13167A...or can you? - 06/28/2013
you need to get a job card made and submit a claim for it to go away..hope this helps!!
Re: How do you close the Customer Satisfaction 13167A...or can you? - 06/28/2013
I've tried submitting this as well. There's a flaw in the system (!) in that it will not accept a lobor op with zero time. I submitted as 9100046, (0.2), and did an add case credit for the cost of the mats as soon as they got here.
Giving a GMPP Smartcare Plan to a customer, how to . . . - 07/16/2013
So a customer has had continuing issues with a new car we sold them. The customer has been pretty good about the whole thing and the SM wants to give them a GMPP Smartcare Plan. So, I was able to get it authorized by the DMA. Anyone know what my next...
Re: Giving a GMPP Smartcare Plan to a customer, how to . . . - 07/17/2013
This is all done through the Dealer Aftersales Empowerment Portal now. My service manager handles it all between him and our DMA. This is at www.autopartners.net and the use of goodwill tools such as a Smartcare plan are included. Good luck! I found ...
Re: Giving a GMPP Smartcare Plan to a customer, how to . . . - 07/17/2013
Yes, that's what I used as well and I ran it out to the end. But the information doesn't tell me what the next step is after the DMA approval. I can hand it back to the SM, but I know he's gonna ask me what he's supposed to do with it now. Which is what ...
Re: Giving a GMPP Smartcare Plan to a customer, how to . . . - 07/18/2013
... and it does in fact state: The following Goodwill tools are available to the Dealer in support of customers but are processed by way of the Customer Assistance Center (CAC) or your District Manager Aftersales and NOT via the Global Warranty System. Hence,...
Submitting GMPP Customer's Deductible in ADP, PMT. - 03/05/2014
... and using ZSCT as Transaction Type COde, PMT will not allow me to select line 10 (Service Agent/Customer Participation Amount:). I have contacted ADP, GWM, and GMPP, and no one can tell me what the problem, is how to correct it, or how to properly enter...
Re: Submitting GMPP Customer's Deductible in ADP, PMT. - 03/05/2014
there is no customer participation for gmpp claims.Submit the claim to GMPP and they will pay it minus the customers deductable...collect from the customer whatever amount his deductable is send it to the accounting dept they should post it to the job...
Re: Submitting GMPP Customer's Deductible in ADP, PMT. - 03/05/2014
Thanks, conny. I was always being told enter deductible the same way as customer participation. We recently had a meeting with Accounting, and they were telling us this caused extra work for them. They're just gonna have to deal with it. Appreciate...
Re: Submitting GMPP Customer's Deductible in ADP, PMT. - 03/06/2014
It shouldnt cause extra work for them, they are gonna post the job card , then post the customers deductable to the job card as a credit that leaves the balance that GMPP is going to pay, that should zero out your claim...
Stop Delivery Floor Plan Reimbursement - 05/15/2014
I was just wondering if there was a generic floor plan reimbursement labor op code. On recall 14128 there was a labor code on the recall document. For recall 14201, that was also stop delivery there isn't one. I would like to be able to get that since...
Re: Stop Delivery Floor Plan Reimbursement - 05/22/2014
I don't see one for 14201 either. But on another note, we have performed 14128 using the VIN list provided in the message but the recall still isn't showing up on those VIN's VIS reports. I finally just let them reject and h-routed them with an attached ...
Re: Stop Delivery Floor Plan Reimbursement - 07/01/2014
Is anyone having an issue with reject messages for floorplan credit after doing the recall? I have done a few of the recalls that are eligible for floorplan credit. After doing the recall itself, I then use the labor op provided for the floorplan per ...
Re: Stop Delivery Floor Plan Reimbursement - 07/02/2014
sschepp - I send in the floor plan reimbursement first, once it is accepted, then I send in the the actual recall. If the recall # doesn't show up in GM Global - when you look in SI/Bulletin or in VIS, wait until it does or the transaction will not a...
Re: Stop Delivery Floor Plan Reimbursement - 06/17/2014
I would just like to know where to find more information about the rules and such for the floor plan reimbursement.
Re: GOOWILL PAYMENT REIMBURSEMENT - 11/25/2015
T...
Bringing customers in - 12/16/2015
Just wondering what everyone does to get customers to come in. I use the recall listed provided by GM and send post cards out, I also use the lists of who hasn't been in the dealership within 6 months that have the maintenance programs, and I use CRM...
RENTAL REIMBURSEMENT - 10/02/2015
I have a ticket in which the customer paid for their own rental and wants to be reimbursed. I denied the reimbursement under the assumption that we dont reimburse for rentals. Is this right? Or is it possible if we were out of DRAC Units? We usually...
Re: RENTAL REIMBURSEMENT - 10/02/2015
Was the customer's vehicle in the service department for a warrantable repair that would support a rental? If so, include the expense on the warranty transaction as a reimbursement with the appropriate supporting documentation or if the transaction...
Customer enthusiasm Transmission parts return? - 11/12/2015
I had a warranty claim on a 8 speed Yukon that my service manager had me submit as a customer enthusiasm warranty and the wpc still called back for the return? I was under the understanding that c/e meant that they could not call back for it? Any and...
Re: Customer enthusiasm Transmission parts return? - 11/12/2015
i think the warranty parts center can call back a part no matter what kind of claim it is..never heard of anything they could not call back...
GOOWILL PAYMENT REIMBURSEMENT - 11/25/2015
We had a vehicle in here with 2511 miles on it and had to do a transmission replacement. We ended up paying the customers first payment on the vehicle. How do I claim reimbursement? Labor op for this? I've looked through my bulletin on Goodwill/Policy...
Re: GOOWILL PAYMENT REIMBURSEMENT - 11/25/2015
Check out bulletin 11-00-89-005, there is a specific section about labor op 0600005 for goodwill for a car payment. Hope this helps!
CUSTOMER ENTHUSIASIM WARRANTY - 04/03/2015
... ran out of warranty at 36,103 mileage and a date of 03/20/2015 what can I do? I have selected the customer enthusiasim tab on my Reynolds and Reynolds and my gwm and it keeps saying beyond warranty limits on a answer Thanks in advance for the help w...
Re: CUSTOMER ENTHUSIASIM WARRANTY - 04/06/2015
You have to add Auth A to it which is policy it will go through ok
Re: CUSTOMER ENTHUSIASIM WARRANTY - 04/06/2015
Every time I have added the a authorization to my claim it seems to go against my policy percentage and my service manager is always mad about that can you shed anymore light on this issue for me?
Re: CUSTOMER ENTHUSIASIM WARRANTY - 04/06/2015
Customer enthusiasm is only used when the vehicle is still within the time and mileage limit warranty and not a result of a defect in material but the service manager has made a decision to cover the repairs. To cover a vehicle out of warranty you must ...
Re: CUSTOMER ENTHUSIASIM WARRANTY - 04/07/2015
And from how I understand it from my service manager is that customer enthusiasim is totally different from actual vehichle policy I used to be able to just hit the customer enthusiasim tab andf I could get a warranty claim to go through, if I hit the...
Re: CUSTOMER ENTHUSIASIM WARRANTY - 04/07/2015
... exceeded, etc). While it is an important reporting metric, the appropriate use of empowerment and customer enthusiasm are just as significant. As "rchaney" mentioned customer enthusiasm and policy are two unique dealer resources. *A policy decision...
Revised Customer Concern Not Duplicated (CCND) Bulletin - 11/26/2014
UPDATE: Bulletin 06-00-89-026M was recently revised to add the 2015 model year, update labour operations and the notice at the bottom of the chart.
Warranty after the customer paid! - 04/01/2011
I need some advice on how to process this warranty now. 2007 Saturn Vue came in for work, we completed and charged the customer. This was on 1-18-2011. They have now come back and informed us the work should have been covered under the emissions warranty....
Re: Warranty after the customer paid! - 04/01/2011
... a current work order date, you are explaining the delays and you are getting it handled for your customer. One thing to keep in mind, you probably charged the customer more than GM will pay you. How will you handle the difference?...
Reimburse customer for independent work? - 04/07/2011
A customer of ours was told by an independent shop that a repair he needed would not be covered under warranty. The customer proceeded with the repair. He was in our shop this week and inquired about it and found out that the repair would have been covered...
Re: Reimburse customer for independent work? - 04/07/2011
... AND PUT IT IN NET AMOUNT AND H ROUTE WITH COMMENTS TO YOUR REP FOR AUTH, AND ISSUE A CHECK TO THE CUSTOMER WHEN YOU GET PAID..HOPE THIS HELPS YOU.......
Re: Reimburse customer for independent work? - 04/07/2011
Thanks! Very helpful!
I was just wondering if there was a generic floor plan reimbursement labor op code. On recall 14128 there was a labor code on the recall document. For recall 14201, that was also stop delivery there isn't one. I would like to be able to get that since...
Re: Stop Delivery Floor Plan Reimbursement - 05/22/2014
I don't see one for 14201 either. But on another note, we have performed 14128 using the VIN list provided in the message but the recall still isn't showing up on those VIN's VIS reports. I finally just let them reject and h-routed them with an attached ...
Re: Stop Delivery Floor Plan Reimbursement - 07/01/2014
Is anyone having an issue with reject messages for floorplan credit after doing the recall? I have done a few of the recalls that are eligible for floorplan credit. After doing the recall itself, I then use the labor op provided for the floorplan per ...
Re: Stop Delivery Floor Plan Reimbursement - 07/02/2014
sschepp - I send in the floor plan reimbursement first, once it is accepted, then I send in the the actual recall. If the recall # doesn't show up in GM Global - when you look in SI/Bulletin or in VIS, wait until it does or the transaction will not a...
Re: Stop Delivery Floor Plan Reimbursement - 06/17/2014
I would just like to know where to find more information about the rules and such for the floor plan reimbursement.
Re: GOOWILL PAYMENT REIMBURSEMENT - 11/25/2015
T...
Bringing customers in - 12/16/2015
Just wondering what everyone does to get customers to come in. I use the recall listed provided by GM and send post cards out, I also use the lists of who hasn't been in the dealership within 6 months that have the maintenance programs, and I use CRM...
RENTAL REIMBURSEMENT - 10/02/2015
I have a ticket in which the customer paid for their own rental and wants to be reimbursed. I denied the reimbursement under the assumption that we dont reimburse for rentals. Is this right? Or is it possible if we were out of DRAC Units? We usually...
Re: RENTAL REIMBURSEMENT - 10/02/2015
Was the customer's vehicle in the service department for a warrantable repair that would support a rental? If so, include the expense on the warranty transaction as a reimbursement with the appropriate supporting documentation or if the transaction...
Customer enthusiasm Transmission parts return? - 11/12/2015
I had a warranty claim on a 8 speed Yukon that my service manager had me submit as a customer enthusiasm warranty and the wpc still called back for the return? I was under the understanding that c/e meant that they could not call back for it? Any and...
Re: Customer enthusiasm Transmission parts return? - 11/12/2015
i think the warranty parts center can call back a part no matter what kind of claim it is..never heard of anything they could not call back...
GOOWILL PAYMENT REIMBURSEMENT - 11/25/2015
We had a vehicle in here with 2511 miles on it and had to do a transmission replacement. We ended up paying the customers first payment on the vehicle. How do I claim reimbursement? Labor op for this? I've looked through my bulletin on Goodwill/Policy...
Re: GOOWILL PAYMENT REIMBURSEMENT - 11/25/2015
Check out bulletin 11-00-89-005, there is a specific section about labor op 0600005 for goodwill for a car payment. Hope this helps!
CUSTOMER ENTHUSIASIM WARRANTY - 04/03/2015
... ran out of warranty at 36,103 mileage and a date of 03/20/2015 what can I do? I have selected the customer enthusiasim tab on my Reynolds and Reynolds and my gwm and it keeps saying beyond warranty limits on a answer Thanks in advance for the help w...
Re: CUSTOMER ENTHUSIASIM WARRANTY - 04/06/2015
You have to add Auth A to it which is policy it will go through ok
Re: CUSTOMER ENTHUSIASIM WARRANTY - 04/06/2015
Every time I have added the a authorization to my claim it seems to go against my policy percentage and my service manager is always mad about that can you shed anymore light on this issue for me?
Re: CUSTOMER ENTHUSIASIM WARRANTY - 04/06/2015
Customer enthusiasm is only used when the vehicle is still within the time and mileage limit warranty and not a result of a defect in material but the service manager has made a decision to cover the repairs. To cover a vehicle out of warranty you must ...
Re: CUSTOMER ENTHUSIASIM WARRANTY - 04/07/2015
And from how I understand it from my service manager is that customer enthusiasim is totally different from actual vehichle policy I used to be able to just hit the customer enthusiasim tab andf I could get a warranty claim to go through, if I hit the...
Re: CUSTOMER ENTHUSIASIM WARRANTY - 04/07/2015
... exceeded, etc). While it is an important reporting metric, the appropriate use of empowerment and customer enthusiasm are just as significant. As "rchaney" mentioned customer enthusiasm and policy are two unique dealer resources. *A policy decision...
Revised Customer Concern Not Duplicated (CCND) Bulletin - 11/26/2014
UPDATE: Bulletin 06-00-89-026M was recently revised to add the 2015 model year, update labour operations and the notice at the bottom of the chart.
Warranty after the customer paid! - 04/01/2011
I need some advice on how to process this warranty now. 2007 Saturn Vue came in for work, we completed and charged the customer. This was on 1-18-2011. They have now come back and informed us the work should have been covered under the emissions warranty....
Re: Warranty after the customer paid! - 04/01/2011
... a current work order date, you are explaining the delays and you are getting it handled for your customer. One thing to keep in mind, you probably charged the customer more than GM will pay you. How will you handle the difference?...
Reimburse customer for independent work? - 04/07/2011
A customer of ours was told by an independent shop that a repair he needed would not be covered under warranty. The customer proceeded with the repair. He was in our shop this week and inquired about it and found out that the repair would have been covered...
Re: Reimburse customer for independent work? - 04/07/2011
... AND PUT IT IN NET AMOUNT AND H ROUTE WITH COMMENTS TO YOUR REP FOR AUTH, AND ISSUE A CHECK TO THE CUSTOMER WHEN YOU GET PAID..HOPE THIS HELPS YOU.......
Re: Reimburse customer for independent work? - 04/07/2011
Thanks! Very helpful!
Re: Reimburse customer for independent work? - 04/08/2011
I TAKE THE BLAME FOR THE WRONG INFO.CAN I BLAME IT ON A SENIOR MOMENT???
Re: GM CUST ASST OFFERED REIMBURSEMENT - 06/03/2011
... Sounds like it's likely goodwill also so I'd put in the comments that it was ok'd through GM Customer Assistance....
Re: GM CUST ASST OFFERED REIMBURSEMENT - 06/06/2011
... Sounds like it's likely goodwill also so I'd put in the comments that it was ok'd through GM Customer Assistance. [/quote] We have had a few of these, and have had a little trouble since there was no case # provided by the customer. When I spoke to...
Customer Goodwill actions - 07/12/2011
Have a customer that purchased a 2011 Cruze (267 miles on vehicle) transmission needed replacement..... Manager auth us to also fill his gas tank, detail his car & pay for his 1st car payment "which they wrote all as separate lines on job card" ---- &...
Re: Customer Goodwill actions - 07/13/2011
i may be mistaken but isnt labor op Z7901 an old car rental op..??seems like the manager would have given you a labor op to use for the gas, detail and car payment instead of having all those seperate lines to submit...thats just my opinion..
Re: Customer Goodwill actions - 07/13/2011
I thought it was Z7091 to reimburse for a monthly vehicle payment.
Re: Customer Goodwill actions - 07/13/2011
i have used z7091 before for reimbursement on rental expenses per my fom...
GM CUST ASST OFFERED REIMBURSEMENT - 06/02/2011
I HAVE A CUSTOMER RECENTLY CAME IN WITH A CHECK ENGINE LIGHT FLASHING, WE REPLACED SPARK PLUGS .... THEY THEN CALLED GM CUST ASST --- THEY NOW SENT HER TO US TO SEEK 50% REIMBURSEMENT AUTH BY GM..... I AM HAVING TROUBLE FINDING ANY DOCUMENT ON WHAT LABOR...
Customer Enthusiasm - 07/22/2011
My service manager is planning on giving a customer 2 new keys/key fobs for their vehicle due to problems we had getting them cut. They come from GM cut backwards. We were able to find blank ones and get them cut at another dealer. Now, is this customer...
customer enthusiasm - 08/16/2011
Can anyone tell me if you click on the box for customer enthusiasm if you have to put an auth A on it?
Re: customer enthusiasm - 08/17/2011
In the August 2011 newsletter it stated "The dealer makes the decision to offer a customer warranty coverage on a failure that is determined to be a non-manufacturer's defect to ensure ongoing loyalty." So you would only use the customer enthusiasm button...
Re: customer enthusiasm - 08/17/2011
thank You Meshelly
Re: Customer Enthusiasm - 07/28/2011
This doesn't sound like customer enthusiasm. The keys came "inoperable" so you are in a sense fixing them by recutting the keys. Submit under ZREG with the correct op for keys/transmitters.
Customer Participation amount - 07/23/2010
I have a claim that is goodwill part only and the customer is to pay 200.00. When I submitted it I put the 200.00 in the 'customer participation amount' but it only ded. 100.00 as a deductible, so the claim was over paid 100.00. How should I adjust...
Re: Customer Participation amount - 07/23/2010
I would do an adjustment and put the $200 in as the participation amount.
Re: Customer Participation amount - 07/23/2010
It's already in the particiapation amount slot. but it didn't take that amount off the total.
Re: Customer Participation amount - 07/23/2010
Is that in your system or in Global?
Re: Customer Participation amount - 07/23/2010
I put it in on era side, but it also is showing on the global side when I pulled it up to adjust it.
Re: Customer Participation amount - 07/23/2010
Did you change the amount in Global? I had a repair that the labor converted to Global wrong from ERA. But it let me do an adjustment. You may have to call DBC, that's what I was told by my Warranty rep.
Re: Customer Participation amount - 07/23/2010
... labor op I used. Per DBC I had to select "waive deductible" and then enter the amount I wanted for customer participation. After doing that, it paid correctly. Still alittle confused on the whole reasoning, but as long as it paid....
Re: Customer Participation amount - 07/23/2010
Way to go, I waived the 100.00 ded and it paid less the 200.00 like you said. Thanks a bunch.
Re: Customer Participation amount - 07/23/2010
[quote] cheryls2003: Way to go, I waived the 100.00 ded and it paid less the 200.00 like you said. Thanks a bunch. [/quote] Your welcome! : ) Glad it worked for you!
Core Reimbursements - 02/04/2011
Has anyone had to be reimbursed for a core on a part that the WPC requested back? We had to return a transmission to the WPC so need to submit for the core. The Z7200 op is no longer good, right? Do I submit from the original claim as a net? For some ...
Re: Core Reimbursements - 02/04/2011
You submit it in the net item freight/postage field when you do the add credit for returning the part to WPC
Re: Core Reimbursements - 02/07/2011
Thanks, you would think that with all the specifics they have fields for there would be one just for core amounts in these cases.
I TAKE THE BLAME FOR THE WRONG INFO.CAN I BLAME IT ON A SENIOR MOMENT???
Re: GM CUST ASST OFFERED REIMBURSEMENT - 06/03/2011
... Sounds like it's likely goodwill also so I'd put in the comments that it was ok'd through GM Customer Assistance....
Re: GM CUST ASST OFFERED REIMBURSEMENT - 06/06/2011
... Sounds like it's likely goodwill also so I'd put in the comments that it was ok'd through GM Customer Assistance. [/quote] We have had a few of these, and have had a little trouble since there was no case # provided by the customer. When I spoke to...
Customer Goodwill actions - 07/12/2011
Have a customer that purchased a 2011 Cruze (267 miles on vehicle) transmission needed replacement..... Manager auth us to also fill his gas tank, detail his car & pay for his 1st car payment "which they wrote all as separate lines on job card" ---- &...
Re: Customer Goodwill actions - 07/13/2011
i may be mistaken but isnt labor op Z7901 an old car rental op..??seems like the manager would have given you a labor op to use for the gas, detail and car payment instead of having all those seperate lines to submit...thats just my opinion..
Re: Customer Goodwill actions - 07/13/2011
I thought it was Z7091 to reimburse for a monthly vehicle payment.
Re: Customer Goodwill actions - 07/13/2011
i have used z7091 before for reimbursement on rental expenses per my fom...
GM CUST ASST OFFERED REIMBURSEMENT - 06/02/2011
I HAVE A CUSTOMER RECENTLY CAME IN WITH A CHECK ENGINE LIGHT FLASHING, WE REPLACED SPARK PLUGS .... THEY THEN CALLED GM CUST ASST --- THEY NOW SENT HER TO US TO SEEK 50% REIMBURSEMENT AUTH BY GM..... I AM HAVING TROUBLE FINDING ANY DOCUMENT ON WHAT LABOR...
Customer Enthusiasm - 07/22/2011
My service manager is planning on giving a customer 2 new keys/key fobs for their vehicle due to problems we had getting them cut. They come from GM cut backwards. We were able to find blank ones and get them cut at another dealer. Now, is this customer...
customer enthusiasm - 08/16/2011
Can anyone tell me if you click on the box for customer enthusiasm if you have to put an auth A on it?
Re: customer enthusiasm - 08/17/2011
In the August 2011 newsletter it stated "The dealer makes the decision to offer a customer warranty coverage on a failure that is determined to be a non-manufacturer's defect to ensure ongoing loyalty." So you would only use the customer enthusiasm button...
Re: customer enthusiasm - 08/17/2011
thank You Meshelly
Re: Customer Enthusiasm - 07/28/2011
This doesn't sound like customer enthusiasm. The keys came "inoperable" so you are in a sense fixing them by recutting the keys. Submit under ZREG with the correct op for keys/transmitters.
Customer Participation amount - 07/23/2010
I have a claim that is goodwill part only and the customer is to pay 200.00. When I submitted it I put the 200.00 in the 'customer participation amount' but it only ded. 100.00 as a deductible, so the claim was over paid 100.00. How should I adjust...
Re: Customer Participation amount - 07/23/2010
I would do an adjustment and put the $200 in as the participation amount.
Re: Customer Participation amount - 07/23/2010
It's already in the particiapation amount slot. but it didn't take that amount off the total.
Re: Customer Participation amount - 07/23/2010
Is that in your system or in Global?
Re: Customer Participation amount - 07/23/2010
I put it in on era side, but it also is showing on the global side when I pulled it up to adjust it.
Re: Customer Participation amount - 07/23/2010
Did you change the amount in Global? I had a repair that the labor converted to Global wrong from ERA. But it let me do an adjustment. You may have to call DBC, that's what I was told by my Warranty rep.
Re: Customer Participation amount - 07/23/2010
... labor op I used. Per DBC I had to select "waive deductible" and then enter the amount I wanted for customer participation. After doing that, it paid correctly. Still alittle confused on the whole reasoning, but as long as it paid....
Re: Customer Participation amount - 07/23/2010
Way to go, I waived the 100.00 ded and it paid less the 200.00 like you said. Thanks a bunch.
Re: Customer Participation amount - 07/23/2010
[quote] cheryls2003: Way to go, I waived the 100.00 ded and it paid less the 200.00 like you said. Thanks a bunch. [/quote] Your welcome! : ) Glad it worked for you!
Core Reimbursements - 02/04/2011
Has anyone had to be reimbursed for a core on a part that the WPC requested back? We had to return a transmission to the WPC so need to submit for the core. The Z7200 op is no longer good, right? Do I submit from the original claim as a net? For some ...
Re: Core Reimbursements - 02/04/2011
You submit it in the net item freight/postage field when you do the add credit for returning the part to WPC
Re: Core Reimbursements - 02/07/2011
Thanks, you would think that with all the specifics they have fields for there would be one just for core amounts in these cases.
THE GOOD LORD AND GOOD CUSTOMERS - 04/21/2009
JUST WANTED TO SHARE THIS REMARKABLE STORY. KINDA RENEWS YOUR FAITH IN PEOPLES GOOD HEART AND THE GOOD LORD. WE HAD 2 CUSTOMERS IN OUR SERVICE LOUNGE, SERVICE ADVISOR WALKS IN AND ADVISES HIS CUSTOMER, AN ELDERLY LADY, THAT SHE HAS AN INTAKE LEAK ON HER...
Re: THE GOOD LORD AND GOOD CUSTOMERS - 04/21/2009
God is Awesome! That is truly an uplifting story!
Re: THE GOOD LORD AND GOOD CUSTOMERS - 04/21/2009
WELL, I HAVE GOOD NEWS TO REPORT. THE LITTLE OLD LADY WAS SO ELATED. THE SERVICE ADVISOR TOLD HER THAT AN ANGEL TOOK CARE OF HER BILL AND THAT SHE OWED US NOTHING. SHE WANTED TO KNOW THE NAME OF THE ANGEL. I HAD TEARS IN MY EYES WATCHING HER SHOCK. SHE ...
Re: THE GOOD LORD AND GOOD CUSTOMERS - 04/22/2009
IT IS THE GREATEST TO BE THERE AND SEE THE RESPONSE! WE HAD A LOCAL WOMAN WHO'S HUSBAND WAS KILLED IN IRAQ, CAME IN AND NEEDED TIRES. OUR SHOP FOREMAN WHO'S SON IS IN THE ARMY TOOK CARE OF THE BILL. PRICELESS!
Re: THE GOOD LORD AND GOOD CUSTOMERS - 04/22/2009
It is amazing that inspite of all the bad that is around us if we watch carefully we can see stories like this unfold everyday. How blessed we all are!!! And God bless that man!
Re: THE GOOD LORD AND GOOD CUSTOMERS - 04/22/2009
BY THE WAY, I FORGOT TO TELL YOU, THE LITTLE OLD LADY WAS 86 YRS. OLD. WOW!!!
Why Customers Should Not Be Allowed In The Service Area - 06/26/2009
An elderly lady came to our shop for a service appointment. Not wanting to be late, she arrives for her 1:00 appointment at noon (lunch break). We pull her vehicle into the shop, take all the information and show her to our lounge. After a short wait ...
Memorable Customers - 11/11/2008
... in Houston, Texas. We opened promptly at 7 A.M. and never closed our doors until the last customer retrieved their car that was in service. We had an elderly gentleman that would come in every month for something, whether it was an oil change or factory...
Re: Memorable Customers - 11/11/2008
THANKS FOR SHARING SUCH A GOOD STORY WITH EVERYONE. THIS STORY WILL PUT A SMILE ON YOUR FACE. THANKS AGAIN.
CUSTOMERS SIGNATURES - 01/20/2009
I HAVE A QUESTION FOR ALL OF YOU, HOPE YOU CAN GIVE SOME INSIGHT. HOPE THIS DOESN'T SOUND "STUPID". I BELIVE THAT ALL CUSTOMERS THAT ENTER YOUR SERVICE DRIVE SHOULD HAVE AN INITIAL WRITE UP SHEET SHOWING ALL THE CUSTOMERS COMPLAINTS AND IT SHOULD BE SIGNED...
Re: CUSTOMERS SIGNATURES - 01/20/2009
... told our owners. If the dealership works on a vehicle, completes a repair but fails to get the customer signature on the hard copy giving us permission to do the work, the customer isn't legally required to pay for the repairs. Right now, this dealership...
Re: CUSTOMERS SIGNATURES - 01/20/2009
... THAT IF IN AN AUDIT, GM COULD DEBIT YOU BACK THE AMT. OF THE CLAIM IF IT WASN'T SIGNED BY THE CUSTOMER....
Re: CUSTOMERS SIGNATURES - 01/20/2009
This is from the P&P: 1.6.2.6 - Customer Signature Each customer pay and warranty repair order is to be signed by the customer authorizing dealer to perform the requested service. If dealer is unable to obtain a customer signature, service management...
COURTESY TRANSPORTATION REIMBURSEMENT - 02/20/2009
I AM TRYING TO FIND WHERE IT SAYS HOW MUCH I CAN CLAIM FOR REIMBURSEMENT ON COURTESY TRANSPORTATION SUCH AS FUEL REIMBURSEMENT, PUBLIC TRANSPORTATION. WE ALREADY DO A GREAT DEAL OF SHUTTLE AND RENTALS, JUST WONDERING IF THERE IS ANYTHING ELSE TO CLAIM...
Re: COURTESY TRANSPORTATION REIMBURSEMENT - 02/20/2009
TAKE A LOOK AT 07-00-89-037A. SHOULD ANSWER YOUR QUESTIONS.
Customer Concern Not Duplicated - 09/19/2007
Just wondered how many dealerships actually use the Customer Concern Not Duplicated labor op's. I was at our area Warranty Administrators Club meeting and some of the other admin's. mentioned that they rarely if ever use them because it can flag a CSI...
Tool Reimbursement - 09/19/2007
We purchased a tool in order to perform a TSB, are we able to be reimbursed for the purchase amount? What labor op would we use?
Rental Car Reimbursement - 09/19/2007
Question: What model years do dealer owned rental cars have to be to get the $42 per day rental allowance? I checked P&P and could not find anything, but recall reading a while ago that it has to be within 2 model years. Is that 2 model years of the ...
Policy Calculator After the Fact Claim Help!!!! - 11/23/2018
Hello,Does anyone have any idea of the correct way to handle the following? Customer states replace vacuum pump. Customer pays. Then we're notified from CCA regarding customer reached out expressing frustration with cost of vacuum pump...
Forum - 12/13/2022
... not catch that it has a special coverage for the water pump, now she is wanting to reimburse the customer but the reimbursement under the special coverage expired back in 2015....
Forum - 10/25/2022
... to Global Main page,,,Aftersales Empowerment,,,Claim Pre Approval,,,and the 6th one down,,,"CUSTOMER REQUEST FOR REIMBURSEMENT,,,BLAH BLAH,,BEYOND DEALER EMPOWERMENT,,,YOU REP WILL REVIEW AND EITHER APPROVE OR DENY,,,TELL THEM THE ITEMS I NOTED IN THE...
Administrative Allowance - 08/13/2021
... of 25.00 to parts sale price, example air bags, radio's 45.00, etc.On reimbursement checks to customer's, I put the 20.00 administrative allowance to sale labor.Any help will be truly appreciated.Thank youJennifer EvansWarranty AdministratorHeidebreicht...
Forum - 10/26/2017
The form is included with the customer's notification letter (with a special coverage also). The letter advises the customer to complete the reimbursement form and present it to the dealer with all required documents (or mail to the Reimbursement...
Forum - 09/06/2019
This sounds like a reimbursement situation, if that is the case: The Policy Evaluation Tool should be run for the customer, inputting the total repair cost at warranty rates. A new job card would be opened for the reimbursement. The reimbursement amount...
Forum - 01/10/2019
I ran across this recently with a transmission replacement. The customer was out of town when their transmission went out and had to go to the out of state dealer. Unfortunately, the dealership did not want to run a calculator for the customer since they...
JUST WANTED TO SHARE THIS REMARKABLE STORY. KINDA RENEWS YOUR FAITH IN PEOPLES GOOD HEART AND THE GOOD LORD. WE HAD 2 CUSTOMERS IN OUR SERVICE LOUNGE, SERVICE ADVISOR WALKS IN AND ADVISES HIS CUSTOMER, AN ELDERLY LADY, THAT SHE HAS AN INTAKE LEAK ON HER...
Re: THE GOOD LORD AND GOOD CUSTOMERS - 04/21/2009
God is Awesome! That is truly an uplifting story!
Re: THE GOOD LORD AND GOOD CUSTOMERS - 04/21/2009
WELL, I HAVE GOOD NEWS TO REPORT. THE LITTLE OLD LADY WAS SO ELATED. THE SERVICE ADVISOR TOLD HER THAT AN ANGEL TOOK CARE OF HER BILL AND THAT SHE OWED US NOTHING. SHE WANTED TO KNOW THE NAME OF THE ANGEL. I HAD TEARS IN MY EYES WATCHING HER SHOCK. SHE ...
Re: THE GOOD LORD AND GOOD CUSTOMERS - 04/22/2009
IT IS THE GREATEST TO BE THERE AND SEE THE RESPONSE! WE HAD A LOCAL WOMAN WHO'S HUSBAND WAS KILLED IN IRAQ, CAME IN AND NEEDED TIRES. OUR SHOP FOREMAN WHO'S SON IS IN THE ARMY TOOK CARE OF THE BILL. PRICELESS!
Re: THE GOOD LORD AND GOOD CUSTOMERS - 04/22/2009
It is amazing that inspite of all the bad that is around us if we watch carefully we can see stories like this unfold everyday. How blessed we all are!!! And God bless that man!
Re: THE GOOD LORD AND GOOD CUSTOMERS - 04/22/2009
BY THE WAY, I FORGOT TO TELL YOU, THE LITTLE OLD LADY WAS 86 YRS. OLD. WOW!!!
Why Customers Should Not Be Allowed In The Service Area - 06/26/2009
An elderly lady came to our shop for a service appointment. Not wanting to be late, she arrives for her 1:00 appointment at noon (lunch break). We pull her vehicle into the shop, take all the information and show her to our lounge. After a short wait ...
Memorable Customers - 11/11/2008
... in Houston, Texas. We opened promptly at 7 A.M. and never closed our doors until the last customer retrieved their car that was in service. We had an elderly gentleman that would come in every month for something, whether it was an oil change or factory...
Re: Memorable Customers - 11/11/2008
THANKS FOR SHARING SUCH A GOOD STORY WITH EVERYONE. THIS STORY WILL PUT A SMILE ON YOUR FACE. THANKS AGAIN.
CUSTOMERS SIGNATURES - 01/20/2009
I HAVE A QUESTION FOR ALL OF YOU, HOPE YOU CAN GIVE SOME INSIGHT. HOPE THIS DOESN'T SOUND "STUPID". I BELIVE THAT ALL CUSTOMERS THAT ENTER YOUR SERVICE DRIVE SHOULD HAVE AN INITIAL WRITE UP SHEET SHOWING ALL THE CUSTOMERS COMPLAINTS AND IT SHOULD BE SIGNED...
Re: CUSTOMERS SIGNATURES - 01/20/2009
... told our owners. If the dealership works on a vehicle, completes a repair but fails to get the customer signature on the hard copy giving us permission to do the work, the customer isn't legally required to pay for the repairs. Right now, this dealership...
Re: CUSTOMERS SIGNATURES - 01/20/2009
... THAT IF IN AN AUDIT, GM COULD DEBIT YOU BACK THE AMT. OF THE CLAIM IF IT WASN'T SIGNED BY THE CUSTOMER....
Re: CUSTOMERS SIGNATURES - 01/20/2009
This is from the P&P: 1.6.2.6 - Customer Signature Each customer pay and warranty repair order is to be signed by the customer authorizing dealer to perform the requested service. If dealer is unable to obtain a customer signature, service management...
COURTESY TRANSPORTATION REIMBURSEMENT - 02/20/2009
I AM TRYING TO FIND WHERE IT SAYS HOW MUCH I CAN CLAIM FOR REIMBURSEMENT ON COURTESY TRANSPORTATION SUCH AS FUEL REIMBURSEMENT, PUBLIC TRANSPORTATION. WE ALREADY DO A GREAT DEAL OF SHUTTLE AND RENTALS, JUST WONDERING IF THERE IS ANYTHING ELSE TO CLAIM...
Re: COURTESY TRANSPORTATION REIMBURSEMENT - 02/20/2009
TAKE A LOOK AT 07-00-89-037A. SHOULD ANSWER YOUR QUESTIONS.
Customer Concern Not Duplicated - 09/19/2007
Just wondered how many dealerships actually use the Customer Concern Not Duplicated labor op's. I was at our area Warranty Administrators Club meeting and some of the other admin's. mentioned that they rarely if ever use them because it can flag a CSI...
Tool Reimbursement - 09/19/2007
We purchased a tool in order to perform a TSB, are we able to be reimbursed for the purchase amount? What labor op would we use?
Rental Car Reimbursement - 09/19/2007
Question: What model years do dealer owned rental cars have to be to get the $42 per day rental allowance? I checked P&P and could not find anything, but recall reading a while ago that it has to be within 2 model years. Is that 2 model years of the ...
Policy Calculator After the Fact Claim Help!!!! - 11/23/2018
Hello,Does anyone have any idea of the correct way to handle the following? Customer states replace vacuum pump. Customer pays. Then we're notified from CCA regarding customer reached out expressing frustration with cost of vacuum pump...
Forum - 12/13/2022
... not catch that it has a special coverage for the water pump, now she is wanting to reimburse the customer but the reimbursement under the special coverage expired back in 2015....
Forum - 10/25/2022
... to Global Main page,,,Aftersales Empowerment,,,Claim Pre Approval,,,and the 6th one down,,,"CUSTOMER REQUEST FOR REIMBURSEMENT,,,BLAH BLAH,,BEYOND DEALER EMPOWERMENT,,,YOU REP WILL REVIEW AND EITHER APPROVE OR DENY,,,TELL THEM THE ITEMS I NOTED IN THE...
Administrative Allowance - 08/13/2021
... of 25.00 to parts sale price, example air bags, radio's 45.00, etc.On reimbursement checks to customer's, I put the 20.00 administrative allowance to sale labor.Any help will be truly appreciated.Thank youJennifer EvansWarranty AdministratorHeidebreicht...
Forum - 10/26/2017
The form is included with the customer's notification letter (with a special coverage also). The letter advises the customer to complete the reimbursement form and present it to the dealer with all required documents (or mail to the Reimbursement...
Forum - 09/06/2019
This sounds like a reimbursement situation, if that is the case: The Policy Evaluation Tool should be run for the customer, inputting the total repair cost at warranty rates. A new job card would be opened for the reimbursement. The reimbursement amount...
Forum - 01/10/2019
I ran across this recently with a transmission replacement. The customer was out of town when their transmission went out and had to go to the out of state dealer. Unfortunately, the dealership did not want to run a calculator for the customer since they...
Forum - 12/15/2022
... dealer I worked at botched I am inclined to use an RO to back out the previous ticket, refund the customer then transfer the documentation to a new ticket with parts and labor and bill it as the repair. To me, the dealer doing a claim customer pay then...
Re: 07187C: Special Coverage Adjustment - Instrument Panel Cluster Gauge Needle Function - 08/11/2009
We have been charging customer 1.5 hours to diag and install at customer pay rate.
Forum - 03/23/2017
Is this a situation where the customer called GM Customer Assistance?
PONTIAC PREFERRED OIL CHANGES-SYNTHETIC - 03/22/2010
Our dealer has decided that due to the cost of synthetic oil we will be charging the customer for the difference of the oil change and the $35 reimbursement. The only synthetic oil changes we will be covering 100% is vehicles requiring synthetic oil,...
Re: OLD RECALL #07217 - 06/19/2009
... Courtesy Transportation Options • Shuttle Service - Providing a shuttle service for customers is the preferred transportation alternative and should be considered anytime a warranty service appointment is scheduled or an eligible vehicle is...
Re: SPECIAL POLICY WITH 50/50 AND GMPP - 09/24/2013
... split on this special policy. Looks like it took effect on July 18th, so you should reimburse the customer for their portion. There is a reimbursement labor op in the revised Special Policy Bulletin specifically for reimbursing customers who have paid...
Forum - 06/28/2019
We have customer with 2015 Silverado with 5.3 with AFM. Customer has had issues with misfires as of late. It was very hard to duplicate this concern. Was test driven several times and would not duplicate. Customer had called in again and said that the...
Forum - 05/14/2018
... rotation service. The reimbursement rate is based on the Smart Care product that was sold to the customer. Smart Care 2 - labor operation 0600863 reimburses $50 for those services....
Forum - 09/10/2019
Just the PET agreed upon amount is entered in the Reimbursement/Net Item field.
Forum - 05/25/2022
That is correct, the reimbursement currently is $294.00
U Courtesy Cadillac rental program - 02/13/2024
GM reimbursement guidelines Format: Article
Forum - 03/23/2017
Yes, and then they told the customer to see the dealer where they bought the truck an we would get them there reimbursement.
NOT A PARTS WARRANTY - 10/23/2017
I need help. We have a vehicle in which the customer had rear brake drums installed on the vehicle. They went on vacation and during their trip they had a thumping noise. They took their vehicle to another GM dealer and they refinished the rear drums...
Forum - 03/05/2018
Do the reimbursement first. If you submit for recall first, you will have to H-Route the reimbursement.
Forum - 03/20/2018
Ours are not titled shop copy or tech copy...we have Work Order and Customer Copy. Is it ok to have the customer's date, time, and customer approved only printed on the Customer Copy? Or, when the Writer adds the line, should he/she reprint...
GM Transportation Damage Codes Help Card - 03/26/2018
Accurately document transportation damage or discrepancies to ensure reimbursement.Download Card
BATTERY PRICING - 07/13/2009
ARE WE STILL USING THE ACDELCO BATTERY WARRANTY REIMBURSEMENT PRICE LIST FROM 10/1/2008 ???
DID EVERYONE SEE ???? NEW PRICING - 02/18/2010
New Battery Warranty Reimbursement Prices effective Feb 1, 2010 are on EPIC.
Forum - 09/19/2007
Thanks for the bulletin tool reimbursement tip Popeye!
Forum - 09/19/2007
We do it according to the customer concern.If they are complaining about a brake pulsation and the rotors are warped and pitted we will turn the rotors under warranty and replace the pads at the customers expense if they want.If the customer wears them...
What Would You Do - 02/15 - 01/21/2015
... ignition switch and replace ignition lock cylinder and ignition key. During the conversation the customer stated that he did not feel safe driving the vehicle and would therefore like the vehicle towed to the dealership for repair. The service manager...
Re: CUST BROKE DOWN - 01/17/2012
... op to use put the whole amount in net and h route to him for auth..make sure you have all the customers receipts for what they want reimbursement for...hope this helps you......
Forum - 01/17/2020
... look for owner information to match what is on the original invoice (don't have many non-regular customers looking for reimbursement) Once you have all that you just get a check from accounting and follow the instructions to submit. Be sure you get...
Forum - 11/29/2018
The comments on the (new) job card for the reimbursement should reflect the current event: customer's frustration that the pump failed and they had to pay for it on job card ** at ** miles, contact with CAC, case number, and what is being done...
Re: 50/50 SPLIT - 10/28/2011
... service contract (where the cust pays 1/2 there deduct) come in to play [/quote] I have had ONE customer request reimbursement who had a service contract (non GMPP). Her deductible was $100. She got $50 back. ...
... dealer I worked at botched I am inclined to use an RO to back out the previous ticket, refund the customer then transfer the documentation to a new ticket with parts and labor and bill it as the repair. To me, the dealer doing a claim customer pay then...
Re: 07187C: Special Coverage Adjustment - Instrument Panel Cluster Gauge Needle Function - 08/11/2009
We have been charging customer 1.5 hours to diag and install at customer pay rate.
Forum - 03/23/2017
Is this a situation where the customer called GM Customer Assistance?
PONTIAC PREFERRED OIL CHANGES-SYNTHETIC - 03/22/2010
Our dealer has decided that due to the cost of synthetic oil we will be charging the customer for the difference of the oil change and the $35 reimbursement. The only synthetic oil changes we will be covering 100% is vehicles requiring synthetic oil,...
Re: OLD RECALL #07217 - 06/19/2009
... Courtesy Transportation Options • Shuttle Service - Providing a shuttle service for customers is the preferred transportation alternative and should be considered anytime a warranty service appointment is scheduled or an eligible vehicle is...
Re: SPECIAL POLICY WITH 50/50 AND GMPP - 09/24/2013
... split on this special policy. Looks like it took effect on July 18th, so you should reimburse the customer for their portion. There is a reimbursement labor op in the revised Special Policy Bulletin specifically for reimbursing customers who have paid...
Forum - 06/28/2019
We have customer with 2015 Silverado with 5.3 with AFM. Customer has had issues with misfires as of late. It was very hard to duplicate this concern. Was test driven several times and would not duplicate. Customer had called in again and said that the...
Forum - 05/14/2018
... rotation service. The reimbursement rate is based on the Smart Care product that was sold to the customer. Smart Care 2 - labor operation 0600863 reimburses $50 for those services....
Forum - 09/10/2019
Just the PET agreed upon amount is entered in the Reimbursement/Net Item field.
Forum - 05/25/2022
That is correct, the reimbursement currently is $294.00
U Courtesy Cadillac rental program - 02/13/2024
GM reimbursement guidelines Format: Article
Forum - 03/23/2017
Yes, and then they told the customer to see the dealer where they bought the truck an we would get them there reimbursement.
NOT A PARTS WARRANTY - 10/23/2017
I need help. We have a vehicle in which the customer had rear brake drums installed on the vehicle. They went on vacation and during their trip they had a thumping noise. They took their vehicle to another GM dealer and they refinished the rear drums...
Forum - 03/05/2018
Do the reimbursement first. If you submit for recall first, you will have to H-Route the reimbursement.
Forum - 03/20/2018
Ours are not titled shop copy or tech copy...we have Work Order and Customer Copy. Is it ok to have the customer's date, time, and customer approved only printed on the Customer Copy? Or, when the Writer adds the line, should he/she reprint...
GM Transportation Damage Codes Help Card - 03/26/2018
Accurately document transportation damage or discrepancies to ensure reimbursement.Download Card
BATTERY PRICING - 07/13/2009
ARE WE STILL USING THE ACDELCO BATTERY WARRANTY REIMBURSEMENT PRICE LIST FROM 10/1/2008 ???
DID EVERYONE SEE ???? NEW PRICING - 02/18/2010
New Battery Warranty Reimbursement Prices effective Feb 1, 2010 are on EPIC.
Forum - 09/19/2007
Thanks for the bulletin tool reimbursement tip Popeye!
Forum - 09/19/2007
We do it according to the customer concern.If they are complaining about a brake pulsation and the rotors are warped and pitted we will turn the rotors under warranty and replace the pads at the customers expense if they want.If the customer wears them...
What Would You Do - 02/15 - 01/21/2015
... ignition switch and replace ignition lock cylinder and ignition key. During the conversation the customer stated that he did not feel safe driving the vehicle and would therefore like the vehicle towed to the dealership for repair. The service manager...
Re: CUST BROKE DOWN - 01/17/2012
... op to use put the whole amount in net and h route to him for auth..make sure you have all the customers receipts for what they want reimbursement for...hope this helps you......
Forum - 01/17/2020
... look for owner information to match what is on the original invoice (don't have many non-regular customers looking for reimbursement) Once you have all that you just get a check from accounting and follow the instructions to submit. Be sure you get...
Forum - 11/29/2018
The comments on the (new) job card for the reimbursement should reflect the current event: customer's frustration that the pump failed and they had to pay for it on job card ** at ** miles, contact with CAC, case number, and what is being done...
Re: 50/50 SPLIT - 10/28/2011
... service contract (where the cust pays 1/2 there deduct) come in to play [/quote] I have had ONE customer request reimbursement who had a service contract (non GMPP). Her deductible was $100. She got $50 back. ...
Forum - 03/14/2017
... submission. DMA/DMC must be notified by the fourth day of rental via the Portal.•Cadillac customers may be reimbursed for fuel. ...
Re: Follow Up Phone Calls - 04/14/2008
I CAN'T SAY FOR SURE IF SPRING SPECIAL CUSTOMERS WILL GET A SURVEY, BUT THE ASSUMPTION IS ALL WARRANTY CUSTOMERS WILL. FOLLOW UP CALLS ARE DONE HERE-BOTH WARRANTY AND CUSTOMER PAY FOLLOW UP CALLING. GENERALLY, MOST CUSTOMER PAY CALLS ARE DONE FOR THOSE...
What Would You Do? 06/08 - 06/24/2008
A customer brings their 2007 Dodge Ram to the service department with a transmission concern. The vehicle's in-service date is 12-7-2005 and current mileage is 41,586. The vehicle is dispatched to the transmission technician and a diagnosis is performed....
Forum - 11/15/2018
Thanks for the response susanphi! You are correct! The hometown dealership submitted the reimbursement claim for the expenses incurred while the customer was on vacation.
Re: What would you do? - 10/09/2012
[quote] jgustafson: A customer came into the dealership with engine problems (engine hesitates when taking off from stop, when it jerks when at speeds of 30-40 mph and condition is worse when engine is warmed up). Customer had purchased their Chevy Uplander,...
What would you do? - 07/20/2012
A customer came into the dealership with engine problems (engine hesitates when taking off from stop, when it jerks when at speeds of 30-40 mph and condition is worse when engine is warmed up). Customer had purchased their Chevy Uplander, used through...
What Would You Do - 07/14 - 07/01/2014
... the office manager for the dealer group noticed that there were no submissions for floor plan reimbursement. The warranty administrator has been handling claims administration for many years for the store, and the missed reimbursement was simply an...
Re: What would you do? - 07/31/2012
... documented in the story, technically if we are including the labor on the job card, (even if the customer is paying for it), it should have been booked at warranty rates. Regarding marking the parts as customer enthusiasm, if this vehicle is out of...
Authorizations ? - 10/12/2016
Are Customer Enthusiasm repairs and Policy repairs different when it comes to authorizations? Customer Enthusiasm is not listed on the Authorization Matrix, nothing is stated in either P&P or the Global Manual about approvals... but it...
Nov 16-1 Quiz - 10/26/2016
Just to clarify, I have completed the Nov 16-1 quiz and for 2. What is the recommended amount of customer participation for a Customer Enthusiasm repair? The quiz results marked this incorrect for me, but in the Nov 2016 Newsletter under "Dealer...
50/50 split guidlines - 01/04/2008
I am trying to find where in the P&P it says the customer is to be charged at warranty rates. Our system and every other one I have worked on has it set so warranty is at warranty rates and customer portion is at customer rates. My Service Manager insists...
Re: Quantity of Claims Submitted & Other Duties - 03/21/2008
BESIDES THE WARRANTY CLAIMS THAT I SUBMIT, I HANDLE FOLLOW UP CUSTOMER SATISFACTION CALLS WITH NOT ONLY WARRANTY CUSTOMERS BUT ALSO THOSE CUSTOMERS WHO HAVE HAD REPAIRS COMPLETED NOT COVERED BY WARRANTY. ALSO PROVIDE ASSISTANCE IN OUR MAIN OFFICE, CUSTOMER...
Follow Up Phone Calls - 04/14/2008
Just curious, does anyone on this forum make follow-up calls for their service customers? Do you call warranty customers only, or all service customers? Do you call the Goodwrench Spring Coupon customers? Will they get a survey?
Re: CUST SUPPLIED PART ON WARR CLAIM ?? - 09/18/2008
If the part was available you should have replace the part, claimed part and labor on warranty claim and left the customer responsible for returning there own part. If the part was not available, you could put the part amount in net and claim labor,...
CALIF-UNION SHOP GM DEALERS: GM SERVICE CERTIFICATE - 12/21/2009
JUST CURIOUS: HOW ANY OTHER DEALERS ARE HANDLING THESE "SERVICE CERTIFICATES" FROM GM CUSTOMERS FOR A COMPLIMENTARY LOF & TIRE ROTATION WITH A REIMBURSEMENT TO THE DEALER OF $30.00 (THIS IS LESS THAN OUR COST)
Re: PONTIAC PREFERRED OIL CHANGES-SYNTHETIC - 03/22/2010
The program is supposed to cover "factory-fill grade of oil" not whatever the customer wants. We are charging the customer the difference of synthetic oil after the $20 mark if the vehicle isn't required to have synthetic per GM. The customer is choosing...
Did you know? - 11/15/2018
... of Contents Next Print Current Page 4 - Warranty Parts Center / Parts Return Policy 4.6 - Reimbursement of Service Agent Expense for WPC ReturnsReimbursement of Service Agent Expense for WPC ReturnsThe following qualify for Service Agent reimbursement:1....
Forum - 04/25/2019
... about Claim B part added lines? We replaced a side object module on a vehicle under Customer pay. We were unable to program that module so had to do a second module and add a line to do the part warranty claim b. My question is, do...
What Would You Do - 06/19 - 05/29/2019
... visited the dealership to have a recall performed. At write up the service advisor noted the customer estimated mileage on the job card, with the recall as the only customer concern.When bringing the vehicle into the service department, the technician...
Forum - 11/19/2019
Hi joehbus2! There is a reference to the GM's parts reimbursement policy in correlation with the dealer labor rate (specifically Option C). "Dealers enrolled in the Option C labor rate must comply with GM's standard parts reimbursement policy. Dealers...
What Would You Do - 02/16 - 02/02/2016
... heating and air conditioning concern. The technician documented the inability to duplicate the customer's concern on a job card on each visit. The dealership confirmed that the customer fully understood the vehicle's HVAC system, discounting lack of...
Courtesy Transportation on Special Coverage claim? - 02/01/2017
Can it be suggested to "dumb down" the verbiage on some things? When trying to determine if a customer can get a rental and it be paid for by warranty coverage on a Special Coverage, this is what it says..."Courtesy Transportation – For US...
Forum - 12/29/2017
... in the December edition of the "Warranty in Review" newsletter: Prior to performing repairs to a customer’s vehicle, obtaining a customer signature at the time of write up offers the best protection to both dealers and customers. Dealerships often...
Added Operation Approvals? - 02/28/2018
Do we need added operation approvals when a customer brings a vehicle back for a repair? Example: Vehicle in for maintenance and inspection. Customer informed of a leak in his radiator. Customer brings the vehicle back (customer obviously...
Forum - 01/05/2018
Courtesy Transportation Options Same-Day Repairs * Shuttle Service - Providing a shuttle of the customer from/to the dealership is the preferred transportation alternative and should be considered any time a warranty service appointment...
... submission. DMA/DMC must be notified by the fourth day of rental via the Portal.•Cadillac customers may be reimbursed for fuel. ...
Re: Follow Up Phone Calls - 04/14/2008
I CAN'T SAY FOR SURE IF SPRING SPECIAL CUSTOMERS WILL GET A SURVEY, BUT THE ASSUMPTION IS ALL WARRANTY CUSTOMERS WILL. FOLLOW UP CALLS ARE DONE HERE-BOTH WARRANTY AND CUSTOMER PAY FOLLOW UP CALLING. GENERALLY, MOST CUSTOMER PAY CALLS ARE DONE FOR THOSE...
What Would You Do? 06/08 - 06/24/2008
A customer brings their 2007 Dodge Ram to the service department with a transmission concern. The vehicle's in-service date is 12-7-2005 and current mileage is 41,586. The vehicle is dispatched to the transmission technician and a diagnosis is performed....
Forum - 11/15/2018
Thanks for the response susanphi! You are correct! The hometown dealership submitted the reimbursement claim for the expenses incurred while the customer was on vacation.
Re: What would you do? - 10/09/2012
[quote] jgustafson: A customer came into the dealership with engine problems (engine hesitates when taking off from stop, when it jerks when at speeds of 30-40 mph and condition is worse when engine is warmed up). Customer had purchased their Chevy Uplander,...
What would you do? - 07/20/2012
A customer came into the dealership with engine problems (engine hesitates when taking off from stop, when it jerks when at speeds of 30-40 mph and condition is worse when engine is warmed up). Customer had purchased their Chevy Uplander, used through...
What Would You Do - 07/14 - 07/01/2014
... the office manager for the dealer group noticed that there were no submissions for floor plan reimbursement. The warranty administrator has been handling claims administration for many years for the store, and the missed reimbursement was simply an...
Re: What would you do? - 07/31/2012
... documented in the story, technically if we are including the labor on the job card, (even if the customer is paying for it), it should have been booked at warranty rates. Regarding marking the parts as customer enthusiasm, if this vehicle is out of...
Authorizations ? - 10/12/2016
Are Customer Enthusiasm repairs and Policy repairs different when it comes to authorizations? Customer Enthusiasm is not listed on the Authorization Matrix, nothing is stated in either P&P or the Global Manual about approvals... but it...
Nov 16-1 Quiz - 10/26/2016
Just to clarify, I have completed the Nov 16-1 quiz and for 2. What is the recommended amount of customer participation for a Customer Enthusiasm repair? The quiz results marked this incorrect for me, but in the Nov 2016 Newsletter under "Dealer...
50/50 split guidlines - 01/04/2008
I am trying to find where in the P&P it says the customer is to be charged at warranty rates. Our system and every other one I have worked on has it set so warranty is at warranty rates and customer portion is at customer rates. My Service Manager insists...
Re: Quantity of Claims Submitted & Other Duties - 03/21/2008
BESIDES THE WARRANTY CLAIMS THAT I SUBMIT, I HANDLE FOLLOW UP CUSTOMER SATISFACTION CALLS WITH NOT ONLY WARRANTY CUSTOMERS BUT ALSO THOSE CUSTOMERS WHO HAVE HAD REPAIRS COMPLETED NOT COVERED BY WARRANTY. ALSO PROVIDE ASSISTANCE IN OUR MAIN OFFICE, CUSTOMER...
Follow Up Phone Calls - 04/14/2008
Just curious, does anyone on this forum make follow-up calls for their service customers? Do you call warranty customers only, or all service customers? Do you call the Goodwrench Spring Coupon customers? Will they get a survey?
Re: CUST SUPPLIED PART ON WARR CLAIM ?? - 09/18/2008
If the part was available you should have replace the part, claimed part and labor on warranty claim and left the customer responsible for returning there own part. If the part was not available, you could put the part amount in net and claim labor,...
CALIF-UNION SHOP GM DEALERS: GM SERVICE CERTIFICATE - 12/21/2009
JUST CURIOUS: HOW ANY OTHER DEALERS ARE HANDLING THESE "SERVICE CERTIFICATES" FROM GM CUSTOMERS FOR A COMPLIMENTARY LOF & TIRE ROTATION WITH A REIMBURSEMENT TO THE DEALER OF $30.00 (THIS IS LESS THAN OUR COST)
Re: PONTIAC PREFERRED OIL CHANGES-SYNTHETIC - 03/22/2010
The program is supposed to cover "factory-fill grade of oil" not whatever the customer wants. We are charging the customer the difference of synthetic oil after the $20 mark if the vehicle isn't required to have synthetic per GM. The customer is choosing...
Did you know? - 11/15/2018
... of Contents Next Print Current Page 4 - Warranty Parts Center / Parts Return Policy 4.6 - Reimbursement of Service Agent Expense for WPC ReturnsReimbursement of Service Agent Expense for WPC ReturnsThe following qualify for Service Agent reimbursement:1....
Forum - 04/25/2019
... about Claim B part added lines? We replaced a side object module on a vehicle under Customer pay. We were unable to program that module so had to do a second module and add a line to do the part warranty claim b. My question is, do...
What Would You Do - 06/19 - 05/29/2019
... visited the dealership to have a recall performed. At write up the service advisor noted the customer estimated mileage on the job card, with the recall as the only customer concern.When bringing the vehicle into the service department, the technician...
Forum - 11/19/2019
Hi joehbus2! There is a reference to the GM's parts reimbursement policy in correlation with the dealer labor rate (specifically Option C). "Dealers enrolled in the Option C labor rate must comply with GM's standard parts reimbursement policy. Dealers...
What Would You Do - 02/16 - 02/02/2016
... heating and air conditioning concern. The technician documented the inability to duplicate the customer's concern on a job card on each visit. The dealership confirmed that the customer fully understood the vehicle's HVAC system, discounting lack of...
Courtesy Transportation on Special Coverage claim? - 02/01/2017
Can it be suggested to "dumb down" the verbiage on some things? When trying to determine if a customer can get a rental and it be paid for by warranty coverage on a Special Coverage, this is what it says..."Courtesy Transportation – For US...
Forum - 12/29/2017
... in the December edition of the "Warranty in Review" newsletter: Prior to performing repairs to a customer’s vehicle, obtaining a customer signature at the time of write up offers the best protection to both dealers and customers. Dealerships often...
Added Operation Approvals? - 02/28/2018
Do we need added operation approvals when a customer brings a vehicle back for a repair? Example: Vehicle in for maintenance and inspection. Customer informed of a leak in his radiator. Customer brings the vehicle back (customer obviously...
Forum - 01/05/2018
Courtesy Transportation Options Same-Day Repairs * Shuttle Service - Providing a shuttle of the customer from/to the dealership is the preferred transportation alternative and should be considered any time a warranty service appointment...
Re: Special Policy 10054 - 02/22/2012
... Don't forget to check the special policy box when you submit it. The thing with this is the customer is responsible for 50% of the repair so you must include the amount the customer paid in the Customer Participation box. Of course this is just for...
Re: GM Dealer Rent-A-Car - 04/12/2012
GM'S COURTESY TRANSPORTATION BULLETIN SHOULD BE STUCK TO. WE HAVE CUSTOMER'S WHO THINK THEY QUALIFY FOR A RENTAL IF THEY'RE JUST DROPPING OFF FOR SERVICE. REPAIRS THAT TURN INTO OVERNIGHT DUE TO CAR BEING UNSAFE TO DRIVE OR MULTIPLE REPAIRS REQUIRING...
Loaner Program clarification - 11/25/2015
... that says "If at any time a Chevrolet or Buick/GMC dealership is faced with an overflow of service customers, the dealer can still use the existing Courtesy Transportation Program through a preferred rental agency at the standard reimbursement rate"....
GOODWILL CLAIM - 09/01/2015
HI WE HAD A CUSTOMER COME IN WITH PROBLEMS WITH HIS BRAKES. THIS IS ON A 2015 WITH 37,591 MILES. THE SERVICE MANAGER ALONG WITH THE APPROVAL OF THE DMA WANT TO COVER THE COST OF THE REPLACEMENT OF THE ROTOR, CALIPER AND PADS. THE CUSTOMER DOES HAVE AN...
Forum - 02/28/2018
This is straight from the P&P Article 3.2.12: Add-On Customer Concern After Job Card Write-Up "Any warranty/policy concern not expressed orally or in writing by the customer at initial write-up must be first inspected and verified by the service manager...
Forum - 12/20/2017
Refer to P&P Article 3.2.12: Add On Customer Concern After Job Card Write-Up: Any warranty/policy concern not expressed orally or in writing by the customer at initial write-up must be first inspected and verified by the service manager before it...
Customer pay transmission failed withing Warranty period. How to file? - 11/28/2017
We have a reman transmission that has failed. The tech just wants to replace the transmission since that is how it was purchased. I believe we are supposed to follow the normal Powertrain Warranty guidelines and do the cost comparison etc. I can't find ...
Customer returns for install of special ordered parts. ADDED OPERATION ? - 12/19/2017
When I was at a GM meeting, it was stated if a customer had their warranty parts ordered, when they returned, the manager had to sign off on the repair as an added operation. I cannot locate this in the P & P. Was i dreaming ? Any help is appreci...
Rules Have Reasons - 03/31/2008
... only have five service bays, one of which is an alignment rack. On a very busy Friday, we had a customer come in for an oil change. He was an eldery man who required a wheel chair to get around. He asked if he could pull his vehicle into the shop...
Parts Warranties - 11/16/2020
... tend to believe me then. LOL If we replaced & installed a part that has failed and the customer had previously paid for the part then it is covered under a 24 month/unlimited mileage warranty.Now if we had replaced that same part under warranty...
Forum - 12/17/2020
... Document ID 5544075 on page 3 "If the Service Agent does not operate a shuttle service, then the customer may utilize public transportation (taxi, bus, train, ride sharing such as Lyft/Uber etc.) and submit original receipt(s) for reimbursement consideration...
What Would You Do - 01/21 - 12/29/2020
A customer’s 2012 Chevrolet Traverse was at the local dealership in late 2018 to address a leaking power steering gear. The technician performed the customer pay gear replacement, as well as flushing, and bleeding the power steering system, and...
Forum - 02/18/2022
... the advisor didn't get a copy of the registration. We do have a copy of the recall card that the customer received from GM reminding them of the airbag recall with their name and address on it with the vin. They came in for that and they also found that...
Forum - 01/25/2022
Hi FranB63: There are a few different reimbursements for the Tahoe, depending on the engine, as follows: RPO L83, L86 - Reimbursement $50 RPO L82, L84, L87 - Reimbursement $55 RPO LM2 - Reimbursement $79 Reference: SI Document 5532254
Forum - 10/24/2018
The home town dealer can submit a reimbursement claim for expenses up to $500 without prior authorization. Scan all receipts and a copy of the reimbursement check into the claim and keep in dealership's file also.
Re: GMPP RADIOS AND CLUSTERS - 01/29/2009
Review Message VSS20060981 : GMPP reimbursement for Electronic Service Center components. When submitting for reimbursement to GMPP for a component available from an ESC, the applicable mark up is 25% of component cost, up to $100. Unlike standard warranty...
SPECIAL COVERAGE #10054 - 09/07/2011
Has anyone had to deal with this special policy yet ???? I have a customer that has had the repairs done (prior to this policy coming out) & now wants a reimbursement due to they received a letter in the mail from GM regarding new special policy. ***...
Re: GM FAMILY FIRST - 12/29/2011
... Z2297 ($15.00), Z2298 ($20.00) ZSSP Transaction Type DESCRIPTION: Starting March 14, 2011, Customer Care & Aftersales will launch a program that will offer all U.S. GM Salaried, Hourly and Retired employees a discount towards any customer pay...
Forum - 06/22/2017
I was unable to bring up 15284...was able to bring up 15824?? If this is the correct one, the letter sent to the customer states "if you have paid for repairs"...if she did not have work done, she didn't pay for repairs??? I would guess she's...
Forum - 02/06/2024
... tow service on their own, they should have called roadside or given the number for roadside to the customer to call themselves. Kudos to them for stepping up for their customer but they should educate their staff. A jump start and leaving the car in...
What Would You Do? - 12/23 - 11/29/2023
... their selling dealership after the vehicle would not start. The dealership sent a tow truck to the customer’s home to tow the truck to the service department for diagnosis and repair. When the tow truck driver arrived at the customer’s...
What Would You Do? - 12/23 - 11/29/2023
... their selling dealership after the vehicle would not start. The dealership sent a tow truck to the customer's home to tow the truck to the service department for diagnosis and repair. When the tow truck driver arrived at the customer's home it was...
Forum - 01/28/2019
I would treat like any other warranty claim and put in the customers concern.
Forum - 01/29/2019
I did find the answer out. The complaint is No Customer Complaint #0090.
TINT ON REPLACED WINDOW - 02/04/2019
I should know this but it's been so long since we had a window replacement. Customer came in with scratched glass on a side door window. Tech couldn't find any cause so we are replacing it under warranty, possibly customer enthusiasm. We, the dealer,...
... Don't forget to check the special policy box when you submit it. The thing with this is the customer is responsible for 50% of the repair so you must include the amount the customer paid in the Customer Participation box. Of course this is just for...
Re: GM Dealer Rent-A-Car - 04/12/2012
GM'S COURTESY TRANSPORTATION BULLETIN SHOULD BE STUCK TO. WE HAVE CUSTOMER'S WHO THINK THEY QUALIFY FOR A RENTAL IF THEY'RE JUST DROPPING OFF FOR SERVICE. REPAIRS THAT TURN INTO OVERNIGHT DUE TO CAR BEING UNSAFE TO DRIVE OR MULTIPLE REPAIRS REQUIRING...
Loaner Program clarification - 11/25/2015
... that says "If at any time a Chevrolet or Buick/GMC dealership is faced with an overflow of service customers, the dealer can still use the existing Courtesy Transportation Program through a preferred rental agency at the standard reimbursement rate"....
GOODWILL CLAIM - 09/01/2015
HI WE HAD A CUSTOMER COME IN WITH PROBLEMS WITH HIS BRAKES. THIS IS ON A 2015 WITH 37,591 MILES. THE SERVICE MANAGER ALONG WITH THE APPROVAL OF THE DMA WANT TO COVER THE COST OF THE REPLACEMENT OF THE ROTOR, CALIPER AND PADS. THE CUSTOMER DOES HAVE AN...
Forum - 02/28/2018
This is straight from the P&P Article 3.2.12: Add-On Customer Concern After Job Card Write-Up "Any warranty/policy concern not expressed orally or in writing by the customer at initial write-up must be first inspected and verified by the service manager...
Forum - 12/20/2017
Refer to P&P Article 3.2.12: Add On Customer Concern After Job Card Write-Up: Any warranty/policy concern not expressed orally or in writing by the customer at initial write-up must be first inspected and verified by the service manager before it...
Customer pay transmission failed withing Warranty period. How to file? - 11/28/2017
We have a reman transmission that has failed. The tech just wants to replace the transmission since that is how it was purchased. I believe we are supposed to follow the normal Powertrain Warranty guidelines and do the cost comparison etc. I can't find ...
Customer returns for install of special ordered parts. ADDED OPERATION ? - 12/19/2017
When I was at a GM meeting, it was stated if a customer had their warranty parts ordered, when they returned, the manager had to sign off on the repair as an added operation. I cannot locate this in the P & P. Was i dreaming ? Any help is appreci...
Rules Have Reasons - 03/31/2008
... only have five service bays, one of which is an alignment rack. On a very busy Friday, we had a customer come in for an oil change. He was an eldery man who required a wheel chair to get around. He asked if he could pull his vehicle into the shop...
Parts Warranties - 11/16/2020
... tend to believe me then. LOL If we replaced & installed a part that has failed and the customer had previously paid for the part then it is covered under a 24 month/unlimited mileage warranty.Now if we had replaced that same part under warranty...
Forum - 12/17/2020
... Document ID 5544075 on page 3 "If the Service Agent does not operate a shuttle service, then the customer may utilize public transportation (taxi, bus, train, ride sharing such as Lyft/Uber etc.) and submit original receipt(s) for reimbursement consideration...
What Would You Do - 01/21 - 12/29/2020
A customer’s 2012 Chevrolet Traverse was at the local dealership in late 2018 to address a leaking power steering gear. The technician performed the customer pay gear replacement, as well as flushing, and bleeding the power steering system, and...
Forum - 02/18/2022
... the advisor didn't get a copy of the registration. We do have a copy of the recall card that the customer received from GM reminding them of the airbag recall with their name and address on it with the vin. They came in for that and they also found that...
Forum - 01/25/2022
Hi FranB63: There are a few different reimbursements for the Tahoe, depending on the engine, as follows: RPO L83, L86 - Reimbursement $50 RPO L82, L84, L87 - Reimbursement $55 RPO LM2 - Reimbursement $79 Reference: SI Document 5532254
Forum - 10/24/2018
The home town dealer can submit a reimbursement claim for expenses up to $500 without prior authorization. Scan all receipts and a copy of the reimbursement check into the claim and keep in dealership's file also.
Re: GMPP RADIOS AND CLUSTERS - 01/29/2009
Review Message VSS20060981 : GMPP reimbursement for Electronic Service Center components. When submitting for reimbursement to GMPP for a component available from an ESC, the applicable mark up is 25% of component cost, up to $100. Unlike standard warranty...
SPECIAL COVERAGE #10054 - 09/07/2011
Has anyone had to deal with this special policy yet ???? I have a customer that has had the repairs done (prior to this policy coming out) & now wants a reimbursement due to they received a letter in the mail from GM regarding new special policy. ***...
Re: GM FAMILY FIRST - 12/29/2011
... Z2297 ($15.00), Z2298 ($20.00) ZSSP Transaction Type DESCRIPTION: Starting March 14, 2011, Customer Care & Aftersales will launch a program that will offer all U.S. GM Salaried, Hourly and Retired employees a discount towards any customer pay...
Forum - 06/22/2017
I was unable to bring up 15284...was able to bring up 15824?? If this is the correct one, the letter sent to the customer states "if you have paid for repairs"...if she did not have work done, she didn't pay for repairs??? I would guess she's...
Forum - 02/06/2024
... tow service on their own, they should have called roadside or given the number for roadside to the customer to call themselves. Kudos to them for stepping up for their customer but they should educate their staff. A jump start and leaving the car in...
What Would You Do? - 12/23 - 11/29/2023
... their selling dealership after the vehicle would not start. The dealership sent a tow truck to the customer’s home to tow the truck to the service department for diagnosis and repair. When the tow truck driver arrived at the customer’s...
What Would You Do? - 12/23 - 11/29/2023
... their selling dealership after the vehicle would not start. The dealership sent a tow truck to the customer's home to tow the truck to the service department for diagnosis and repair. When the tow truck driver arrived at the customer's home it was...
Forum - 01/28/2019
I would treat like any other warranty claim and put in the customers concern.
Forum - 01/29/2019
I did find the answer out. The complaint is No Customer Complaint #0090.
TINT ON REPLACED WINDOW - 02/04/2019
I should know this but it's been so long since we had a window replacement. Customer came in with scratched glass on a side door window. Tech couldn't find any cause so we are replacing it under warranty, possibly customer enthusiasm. We, the dealer,...
"Special Circumstances" Rental Help - 03/08/2019
... diagnose condition. At this time we are waiting for an engineer to come and inspect. Customer is in a rental at this time. Rental is a car. Customer needs a truck with the ability to pull a U-haul. Customer works off and...
Forum - 05/24/2018
... effective 10/1/2018, pertains to the model year for rental units that are eligible for reimbursement. From the Bulletin: Other Related Policies: To qualify for rental reimbursement, rental units must be no more than two model years old (consistent...
VEHICLE PAYMENT EXPENSE - 04/26/2018
CUSTOMERS TRUCK PAYMENT MADE BECAUSE HIS TRUCK IN SHOP FOR 48 DAYSFormat: Article
Forum - 04/26/2018
Ok, this tells me that I still need management approval...but what about the requirements for customer approval on all added operation lines(customer approved, date, and time)?
Forum - 11/19/2019
... with the accurate repair total (at warranty rate). If the PET returns a $0 GM participation / $100 customer participation, the customer may elect to decline the repair, at which point the customer has previously agreed to the diagnostic charge (or at...
Forum - 01/17/2020
I ran one with customer participation and claimed the 45.00 adm. allowance and it paid.
Heater Block Cord Recall - 01/29/2020
... it. Now that the part is available (to the cold weather states only) it says to just tell the customer not to use it and not perform the disconnect unless the customer requested it. So my question now is if the customer requests it and I claim the...
Cadillac dealership with Drac if no Drac available - 02/25/2020
We are a Drac dealership. Where in P&P is there information about Cadillac customers? Are they suppose to receive a loaner every time they come in for service? Most of our Cadillac customers think they are suppose to receive a vehicle even for oil changes...
Back ordered parts that are a safety concern. - 02/26/2020
We have a customer with a nationaly back order part with only 2 available in the country. The vehicle can not be driven until the repair is complete. Our GM asked if we can remove the part from an inventory unit and place it on the customers vehicle,...
Labor on ACDelco Warranty Battery Replacements - 05/02/2019
Hi,Just wondering if anyone charges the customer for the labor on ACDelco warranty replacements?
ZPTC or ZPTI - 04/04/2019
... Transmission was purchased from us by a parts store (3/8/2017). I'm guessing our customer purchased the transmission from them. Customer installed. I'm thinking this should be a ZPTC and the labor is not included, but others here are...
EarlyBird/Night Drop authorization ? - 03/21/2019
Just want to verify what I think I am reading...we used to have to get Management approval on repair orders where the customer filled out the Night drop Envelope, but NOT completely. Our envelopes do NOT have the required field of "Complete VIN",...
Forum - 07/31/2021
... make, and model you are dealing with? What is the failure and elaborate on your situation. Is the customer looking for courtesy transportation, reimbursement of expenses while traveling? I'm sure if you can provide some level of detail there are...
Forum - 07/28/2022
Hi Bill! Thanks for posting! The release of the maintenance reimbursement update for 8/1/22 has not been a smooth one for sure. I am hopeful that by Monday (8/1) the "bugs" will be worked out---fingers crossed. It does appear as though the upcoming...
Forum - 06/27/2022
When the customer participates (partial Policy adjustment) the customer receives the full warranty applicable to the part or accessory installed (e.g. 24 months/unlimited miles).
Forum - 09/06/2023
I would do it as a second line related to the customer's original concern. Additionally you need to have your SM talk to your advisors about putting a tech in the car with a customer for ANY noise concerns. I can't tell you how many times the tech fixes...
Forum - 09/07/2023
Customer gets full amount and you would submit claim and write off the difference.
Forum - 01/13/2021
2069939: Keyless Entry/Theft Alarm/Memory Seats/Lighting/Power Windows - Customer Concern Not Duplicated
Forum - 09/09/2020
... In doing more digging on this, I have a question about our Night Drop Envelopes...does the Customer Authorization have to be the exact Customer Authorization that is in P&P 6.2.2 ? If it has to be exact, I'm guessing any Envelope signed with...
Early Bird Envelopes - pg 2 of Sept 2020 JLWarranty News - 08/27/2020
... correctly...it states, "If service requests are not listed on the early bird or drop off form, the customer's requests, based on the appointment or customer contact, are considered add on repairs and would require appropriate Service Management authorization...
Forum - 07/17/2020
I love it when they do that for a customer-originated concern, giving me a recall opcode!
First oil change out by time. - 06/24/2021
We have a customer that is out by time on the first and only oil change. How would something like this be submitted? Or can it? BTW... its a vette customer... Customer enthusiasm? Or Policy maybe?
Forum - 04/16/2021
We switched to Hertz for that very same reason. Hertz will rent for the 38 per day rate- unless the customer needs a bigger vehicle (tahoe/suburban) then they charge 50. This price hike is a very sore subject with me as we have had to...
Forum - 10/14/2021
From P&P: Any warranty/policy concern not expressed orally or in writing by the customer at initial write-up must be first inspected and verified by the service manager before it is added to the job card. Once the service manager determines that the...
Forum - 09/28/2021
We cover this for customer satisfaction, but technically it is either because the tech did something wrong or the customer is abusing their brakes. Try to explain that to an angry customer though.
... diagnose condition. At this time we are waiting for an engineer to come and inspect. Customer is in a rental at this time. Rental is a car. Customer needs a truck with the ability to pull a U-haul. Customer works off and...
Forum - 05/24/2018
... effective 10/1/2018, pertains to the model year for rental units that are eligible for reimbursement. From the Bulletin: Other Related Policies: To qualify for rental reimbursement, rental units must be no more than two model years old (consistent...
VEHICLE PAYMENT EXPENSE - 04/26/2018
CUSTOMERS TRUCK PAYMENT MADE BECAUSE HIS TRUCK IN SHOP FOR 48 DAYSFormat: Article
Forum - 04/26/2018
Ok, this tells me that I still need management approval...but what about the requirements for customer approval on all added operation lines(customer approved, date, and time)?
Forum - 11/19/2019
... with the accurate repair total (at warranty rate). If the PET returns a $0 GM participation / $100 customer participation, the customer may elect to decline the repair, at which point the customer has previously agreed to the diagnostic charge (or at...
Forum - 01/17/2020
I ran one with customer participation and claimed the 45.00 adm. allowance and it paid.
Heater Block Cord Recall - 01/29/2020
... it. Now that the part is available (to the cold weather states only) it says to just tell the customer not to use it and not perform the disconnect unless the customer requested it. So my question now is if the customer requests it and I claim the...
Cadillac dealership with Drac if no Drac available - 02/25/2020
We are a Drac dealership. Where in P&P is there information about Cadillac customers? Are they suppose to receive a loaner every time they come in for service? Most of our Cadillac customers think they are suppose to receive a vehicle even for oil changes...
Back ordered parts that are a safety concern. - 02/26/2020
We have a customer with a nationaly back order part with only 2 available in the country. The vehicle can not be driven until the repair is complete. Our GM asked if we can remove the part from an inventory unit and place it on the customers vehicle,...
Labor on ACDelco Warranty Battery Replacements - 05/02/2019
Hi,Just wondering if anyone charges the customer for the labor on ACDelco warranty replacements?
ZPTC or ZPTI - 04/04/2019
... Transmission was purchased from us by a parts store (3/8/2017). I'm guessing our customer purchased the transmission from them. Customer installed. I'm thinking this should be a ZPTC and the labor is not included, but others here are...
EarlyBird/Night Drop authorization ? - 03/21/2019
Just want to verify what I think I am reading...we used to have to get Management approval on repair orders where the customer filled out the Night drop Envelope, but NOT completely. Our envelopes do NOT have the required field of "Complete VIN",...
Forum - 07/31/2021
... make, and model you are dealing with? What is the failure and elaborate on your situation. Is the customer looking for courtesy transportation, reimbursement of expenses while traveling? I'm sure if you can provide some level of detail there are...
Forum - 07/28/2022
Hi Bill! Thanks for posting! The release of the maintenance reimbursement update for 8/1/22 has not been a smooth one for sure. I am hopeful that by Monday (8/1) the "bugs" will be worked out---fingers crossed. It does appear as though the upcoming...
Forum - 06/27/2022
When the customer participates (partial Policy adjustment) the customer receives the full warranty applicable to the part or accessory installed (e.g. 24 months/unlimited miles).
Forum - 09/06/2023
I would do it as a second line related to the customer's original concern. Additionally you need to have your SM talk to your advisors about putting a tech in the car with a customer for ANY noise concerns. I can't tell you how many times the tech fixes...
Forum - 09/07/2023
Customer gets full amount and you would submit claim and write off the difference.
Forum - 01/13/2021
2069939: Keyless Entry/Theft Alarm/Memory Seats/Lighting/Power Windows - Customer Concern Not Duplicated
Forum - 09/09/2020
... In doing more digging on this, I have a question about our Night Drop Envelopes...does the Customer Authorization have to be the exact Customer Authorization that is in P&P 6.2.2 ? If it has to be exact, I'm guessing any Envelope signed with...
Early Bird Envelopes - pg 2 of Sept 2020 JLWarranty News - 08/27/2020
... correctly...it states, "If service requests are not listed on the early bird or drop off form, the customer's requests, based on the appointment or customer contact, are considered add on repairs and would require appropriate Service Management authorization...
Forum - 07/17/2020
I love it when they do that for a customer-originated concern, giving me a recall opcode!
First oil change out by time. - 06/24/2021
We have a customer that is out by time on the first and only oil change. How would something like this be submitted? Or can it? BTW... its a vette customer... Customer enthusiasm? Or Policy maybe?
Forum - 04/16/2021
We switched to Hertz for that very same reason. Hertz will rent for the 38 per day rate- unless the customer needs a bigger vehicle (tahoe/suburban) then they charge 50. This price hike is a very sore subject with me as we have had to...
Forum - 10/14/2021
From P&P: Any warranty/policy concern not expressed orally or in writing by the customer at initial write-up must be first inspected and verified by the service manager before it is added to the job card. Once the service manager determines that the...
Forum - 09/28/2021
We cover this for customer satisfaction, but technically it is either because the tech did something wrong or the customer is abusing their brakes. Try to explain that to an angry customer though.
Forum - 07/21/2017
... have yet to figure out why we need Management approval to add a recall line to a customer owned vehicle job card? Seems ridiculous to me...majority of the time the customer is not going to have a concern, and they want recalls always...
powertrain coverage - 09/21/2017
need help in determining if customer issue is covered under powertrainFormat: Other
Forum - 10/11/2017
... and select the July, 2017 edition. "GM will reimburse dealers that provide a ride for their customers who prefer to be taken home, work, or anywhere else they want to be. A one-way shuttle is $7.50 per day; a two-way shuttle is reimbursed at $15 per...
Forum - 10/18/2017
... spent to diagnose up to the maximum time allowance. OLH submission is not allowed.• “Customer Concern Not Duplicated/Verified” labor operations are to be used in conjunction with a customer-originated concern with no corrective action...
Forum - 12/08/2017
I understand about ZSET for accessories or when a customer has a new engine or trans installed to record the serial number and establish install date and mileage in case the customer needs repairs at another dealership. I just remember that there is a...
What Would You Do - 12/17 - 11/21/2017
... and peeling. Due to the condition, the dealership offered to replace the wheels under warranty for customer satisfaction. The service manager documented the reason for the customer enthusiasm repair on the job card with her signature, date, and...
Roadside Assistance Reunite Program? - 10/25/2017
... Tow” is a tow that is performed for the purpose of returning a vehicle back to a customer who had a vehicle breakdown more than 100 miles from their home and had to have service at the closest dealership. In this scenario, the customer is typically...
Forum - 03/23/2018
Techs note cause and corrections on Customer copies electroically. Manager handwritten on Work order.
What Would You Do - 05/18 - 04/23/2018
A dealership made the decision to replace all four tires on two customer- owned 2016 model year vehicles under Customer Enthusiasm. One of the vehicles had a vibration concern, a Chevrolet Silverado, while the other had a growling noise while driving,...
Forum - 01/27/2017
... inspected/repaired per the service procedure described in the product field action bulletin before customers take possession of these vehicles. GM requires that Service Agents check the Investigate Vehicle History screen in the Global Warranty Management...
Forum - 03/22/2017
... added for any reason is considered an added operation. The job must be authorized by the customer and service management at that time. If parts had to be ordered and the customer returns and a new job card is written up, it's still considered...
Forum - 05/11/2017
... when it was reprinted...you have to be careful that that time is before work was done for the customer's signature. Because if the Reprint (example 930am) is signed by the customer but the original (example 830am) is not, then...
Forum - 05/18/2017
... It was in the 90's, temperature wise, and the rear side glass shattered on a terrain when the customer shut the rear side door. It was a heat built up in vehicle, with a jolt, that was cause. I think we may have flagged it as customer enthusiasm,...
Forum - 05/18/2017
I think I would lean towards marking it as a customer enthusiasm. You can't technically prove its a mechnical failure nor can you definitively say it is the customers fault.
Forum - 11/02/2016
50% is now recommended for customer enthusiasm repairs.
Forum - 10/12/2016
If we did end up getting some kind of customer participation, we would then need the Customer Participation Calculator attached to the RO, correct?
Re: What should I do? - 12/16/2011
I would submit for claim as (CSAT for customer satisfaction) and make sure it is documented as a "one time" repair for customer satisfaction. I have seen that once before in a drivers door lock switch. Gave the customer the benefit of the doubt in hopes...
Re: What would you do? - 07/31/2012
... GM should be concerned with are the parts the DVM said they would pay for. In the story state the customer paid labor and claim the parts as non warranty customer enthusiasm. As long as your docs are there and your butt is covered, it's none of GM business...
Re: What would you do? - 07/20/2012
... GM should be concerned with are the parts the DVM said they would pay for. In the story state the customer paid labor and claim the parts as non warranty customer enthusiasm. As long as your docs are there and your butt is covered, it's none of GM business...
Volt Rental - 01/31/2013
So yesterday I had a claim for a Volt customer that had 1.2 hours worth of recalls done to it, and my service advisor put the customer in a rental (claim opened and closed on 1/29). I brought the ticket to my service manager to sign off on charging the...
Re: Certified Services beyond mileage limit - 08/11/2015
... parameters. I was able to locate the following in the Chevrolet 2-Year Scheduled Maintenance FAQ: "Customers are limited to four service events during the 2-year or 24,000 mile time frame, whichever comes first". Because the customer is made aware...
Parts Warranty - 02/26/2014
Customer came in 2/26/2013 and we had to replace power steering pump due to damage from lack of fluid from rack and pinion leaking. Customer had MasterTech warranty that covered most of the cost. Customer comes back in 3/01/13 Vehicle is making the same ...
What Would You Do - 03/14 - 02/27/2014
... truck does not start, the lights come on, but nothing happens when turning the key. The frustrated customer contacted Customer Assistance to discuss the vehicle issues. Customer Assistance agreed to cover the diagnosis expense, but the customer would...
Re: Would you submit this as warranty? - 04/21/2011
IF ANYTHING, MAYBE A CUSTOMER ETHUSIASM CLAIM..?
Re: Towing - 03/10/2011
THE MAX WARRANTY PAYS FOR TOWING IS $100.00...ANYTHING OVER THAT THE CUSTOMER IS RESPONSIBLE....
... have yet to figure out why we need Management approval to add a recall line to a customer owned vehicle job card? Seems ridiculous to me...majority of the time the customer is not going to have a concern, and they want recalls always...
powertrain coverage - 09/21/2017
need help in determining if customer issue is covered under powertrainFormat: Other
Forum - 10/11/2017
... and select the July, 2017 edition. "GM will reimburse dealers that provide a ride for their customers who prefer to be taken home, work, or anywhere else they want to be. A one-way shuttle is $7.50 per day; a two-way shuttle is reimbursed at $15 per...
Forum - 10/18/2017
... spent to diagnose up to the maximum time allowance. OLH submission is not allowed.• “Customer Concern Not Duplicated/Verified” labor operations are to be used in conjunction with a customer-originated concern with no corrective action...
Forum - 12/08/2017
I understand about ZSET for accessories or when a customer has a new engine or trans installed to record the serial number and establish install date and mileage in case the customer needs repairs at another dealership. I just remember that there is a...
What Would You Do - 12/17 - 11/21/2017
... and peeling. Due to the condition, the dealership offered to replace the wheels under warranty for customer satisfaction. The service manager documented the reason for the customer enthusiasm repair on the job card with her signature, date, and...
Roadside Assistance Reunite Program? - 10/25/2017
... Tow” is a tow that is performed for the purpose of returning a vehicle back to a customer who had a vehicle breakdown more than 100 miles from their home and had to have service at the closest dealership. In this scenario, the customer is typically...
Forum - 03/23/2018
Techs note cause and corrections on Customer copies electroically. Manager handwritten on Work order.
What Would You Do - 05/18 - 04/23/2018
A dealership made the decision to replace all four tires on two customer- owned 2016 model year vehicles under Customer Enthusiasm. One of the vehicles had a vibration concern, a Chevrolet Silverado, while the other had a growling noise while driving,...
Forum - 01/27/2017
... inspected/repaired per the service procedure described in the product field action bulletin before customers take possession of these vehicles. GM requires that Service Agents check the Investigate Vehicle History screen in the Global Warranty Management...
Forum - 03/22/2017
... added for any reason is considered an added operation. The job must be authorized by the customer and service management at that time. If parts had to be ordered and the customer returns and a new job card is written up, it's still considered...
Forum - 05/11/2017
... when it was reprinted...you have to be careful that that time is before work was done for the customer's signature. Because if the Reprint (example 930am) is signed by the customer but the original (example 830am) is not, then...
Forum - 05/18/2017
... It was in the 90's, temperature wise, and the rear side glass shattered on a terrain when the customer shut the rear side door. It was a heat built up in vehicle, with a jolt, that was cause. I think we may have flagged it as customer enthusiasm,...
Forum - 05/18/2017
I think I would lean towards marking it as a customer enthusiasm. You can't technically prove its a mechnical failure nor can you definitively say it is the customers fault.
Forum - 11/02/2016
50% is now recommended for customer enthusiasm repairs.
Forum - 10/12/2016
If we did end up getting some kind of customer participation, we would then need the Customer Participation Calculator attached to the RO, correct?
Re: What should I do? - 12/16/2011
I would submit for claim as (CSAT for customer satisfaction) and make sure it is documented as a "one time" repair for customer satisfaction. I have seen that once before in a drivers door lock switch. Gave the customer the benefit of the doubt in hopes...
Re: What would you do? - 07/31/2012
... GM should be concerned with are the parts the DVM said they would pay for. In the story state the customer paid labor and claim the parts as non warranty customer enthusiasm. As long as your docs are there and your butt is covered, it's none of GM business...
Re: What would you do? - 07/20/2012
... GM should be concerned with are the parts the DVM said they would pay for. In the story state the customer paid labor and claim the parts as non warranty customer enthusiasm. As long as your docs are there and your butt is covered, it's none of GM business...
Volt Rental - 01/31/2013
So yesterday I had a claim for a Volt customer that had 1.2 hours worth of recalls done to it, and my service advisor put the customer in a rental (claim opened and closed on 1/29). I brought the ticket to my service manager to sign off on charging the...
Re: Certified Services beyond mileage limit - 08/11/2015
... parameters. I was able to locate the following in the Chevrolet 2-Year Scheduled Maintenance FAQ: "Customers are limited to four service events during the 2-year or 24,000 mile time frame, whichever comes first". Because the customer is made aware...
Parts Warranty - 02/26/2014
Customer came in 2/26/2013 and we had to replace power steering pump due to damage from lack of fluid from rack and pinion leaking. Customer had MasterTech warranty that covered most of the cost. Customer comes back in 3/01/13 Vehicle is making the same ...
What Would You Do - 03/14 - 02/27/2014
... truck does not start, the lights come on, but nothing happens when turning the key. The frustrated customer contacted Customer Assistance to discuss the vehicle issues. Customer Assistance agreed to cover the diagnosis expense, but the customer would...
Re: Would you submit this as warranty? - 04/21/2011
IF ANYTHING, MAYBE A CUSTOMER ETHUSIASM CLAIM..?
Re: Towing - 03/10/2011
THE MAX WARRANTY PAYS FOR TOWING IS $100.00...ANYTHING OVER THAT THE CUSTOMER IS RESPONSIBLE....
Re: PONTIAC PREFERRED OIL CHANGES-SYNTHETIC - 03/30/2010
[quote] Christalyn: Lesley, Just for clarification you are only collecting $20.00 on these oil changes unless the customers vehicle requires synthetic. They are asking me to collect $35 and charge the customer for synthetic oil. I beleive this to be...
Deductible - 02/12/2010
I have a part that was ordered while the customer was still under warranty. When the part arrived and we installed it for the customer the vehicle was out of factory warranty. The customer does have a GMPP with a $200 ded. The service manager wants...
Re: Another fuel question - 06/18/2009
YEAH. THE SHOP CHARGES THE CUSTOMER FOR FUEL WHEN IT'S NEEDED DURING A REPAIR, (NOT ENOUGH TO COMPLETE TEST DRIVES OR WHATEVER) WHY SHOULD GM BE CHARGED FOR FUEL ON A REPAIR. THE FUEL STAYS WITH THE VEHICLE AND IS CONSUMED BY THE CUSTOMER NOT GM OR...
Re: AFTERMARKET ROTORS - 05/13/2009
... YOU'RE FINDING OUT AFTER THE FACT, I SAY KILL THE SM. IF HE'S PLAYING FAST AND LOOSE WITH YOUR CUSTOMERS LIKE THIS, I'D TAKE IT TO OWNERS AND MAKE THEM AWARE THAT HE COULD BE THREATENING THE DEALERSHIP'S STANDING WITH GM. IF THE CUSTOMER COMES BACK...
Re: Recall Policies & Procedures question - 05/26/2009
I would tell the aftermarket shop that if the customer does not wish to come to a GM dealer to have the recalls performed then they can have the aftermarket shop to it, that customer pays the aftermarket shop and the customer can try and get reimbursed...
Re: Fuel Question - 12/24/2008
I would put the $10.00 in net and put in comments that net is for gas covered for customer satisfaction due to faulty fuel level sensor. If the sensor was faulty pretty hard for customer to know was out of gas. Have covered more gas than this for upset...
Re: IPC on 04 Trailblazer - 01/02/2009
Customer says tachometer and speedometer not working.
Ring My Bell - 10/09/2008
Recently, after explaining GM's policy to a customer, we aligned a twenty-one thousand mile vehicle with a tire wear issue. The customer paid the bill and left. A day later I got a call from customer assistance asking why the repair wasn't covered by...
Forum - 09/19/2007
Those dealers that are empowered to use the enhanced goodwill process are entitled to resolve customer concerns for unlimited time and mileage. GM states that the process is NOT an open checkbook. When goodwill is offered it must be to those customers...
Forum - 09/19/2007
... the vehicle and sometimes they do get the concern to occur.Sometimes all it takes is a call to the customer to get more info.We also tell almost all concern not duplicated customers that we would be more than happy to take a test drive with them so they...
PDI Audit - 09/19/2007
FYI: Copy of Article 1.6.2f... Customer Signature Each customer pay and warranty repair order is to be signed by the customer authorizing dealer to perform the requested service. If dealer is unable to obtain a customer signature, service management must...
Re: GOODWRENCH LIMITED LIFETIME GUARANTEE - 03/18/2008
Lifetime warranty parts must be purchased by the customer to be covered.
mystery pull - 02/18/2008
AWHILE AGO WHEN I WAS EMPLOYED AT A PONTIAC DEALERSHIP, WE HAD A CUSTOMER THAT CONTINUED TO RETURN TO THE SERVICE DEPARTMENT OVER 2 TIMES DUE TO FRONT END ALIGNMENT(PULLING LEFT) CONCERNS ON A PONTIAC SUNBIRD.WE WOULD BRING IN VEHICLE AND PUT ON ALIGNMENT...
Re: RECALL - 12/26/2007
Also, If the devise is added by the customer, and non-dealer installed, shouldn't the customer pay the labor for the extra time involved?
drunk Corvette owner - 11/19/2007
One rainy Sunday, I was writing service and had a customer come in with a citation for his horn in-op. He asked if we would check it out, repair the problem so that he could report to the authorities that he had indeed taken care of the issue. We brought...
Charges - 10/12/2007
There must be a clear understanding of charges at the time the repair order is written while the customer is present. Service management is required to authorize the hard copy of the repair order with any changes made regarding the responsible party for...
WHERE CAN I FIND ??? - 02/24/2009
I HAVE A CUSTOMER DID NOT RECEIVE THERE CD'S BACK WHEN RADIO WAS SENT OUT FOR REPAIR..... I AM LOOKING IN P&P FOR ANY PROCEDURE FOR REIMBURSEMENT PLEASE HELP !!
Re: WARRANTY CORE - 02/02/2010
... Clarification Bulletin. In this bulletin it states WPC administrative labor code Z7200 Reimbursement for core charges, administrative labor time, freight/postage and shipping materials for parts that are returned to the Warranty Parts Center must...
Forum - 03/30/2017
... EV / Bolt EV) only. After 22 GB/line/mo, we may prioritize your data behind other Verizon customers during network congestion. Not available for machine-to-machine services. Mobile hotspot/tethering reduced to 3G speeds after 10GB/month; domestic...
Forum - 02/06/2018
... back from WSC regarding this question, and here's the response. What my opinion is, if the customer takes their vehicle to an outside shop, while still under warranty, I would offer a reimbursement at warranty rates. If they push back with a valid...
Parts Warranty-Engine/Transmission - 11/05/2021
Okay. I still keep getting conflicting answers on this issue. Customer or independent repair shop purchases an engine or transmission over the counter and installs it. Customer comes in with a failure of the component. In this case it's an engine...
Parts Warranty-Engine/Transmission - 11/05/2021
Okay. I still keep getting conflicting answers on this issue. Customer or independent repair shop purchases an engine or transmission over the counter and installs it. Customer comes in with a failure of the component. In this case it's an engine...
Forum - 06/21/2019
... labor operation or the claim will reject. WCAP: Follow the details listed within the recall for reimbursement parameters. Reimbursement is limited to the number of days from the date of the stop sale/stop delivery order (4/18/2019) to the date the inspection...
Forum - 09/05/2019
Thanks. I wish they included that in SI in the Maintenance Programs section. That's where I've been going to double check the reimbursement amounts.
Forum - 04/02/2019
The scheduled maintenance programs are marketed as an investment in long term business and a means of improving customer retention. Maintenance program guides state that participation in service under the program is voluntary at the option of the dealer....
[quote] Christalyn: Lesley, Just for clarification you are only collecting $20.00 on these oil changes unless the customers vehicle requires synthetic. They are asking me to collect $35 and charge the customer for synthetic oil. I beleive this to be...
Deductible - 02/12/2010
I have a part that was ordered while the customer was still under warranty. When the part arrived and we installed it for the customer the vehicle was out of factory warranty. The customer does have a GMPP with a $200 ded. The service manager wants...
Re: Another fuel question - 06/18/2009
YEAH. THE SHOP CHARGES THE CUSTOMER FOR FUEL WHEN IT'S NEEDED DURING A REPAIR, (NOT ENOUGH TO COMPLETE TEST DRIVES OR WHATEVER) WHY SHOULD GM BE CHARGED FOR FUEL ON A REPAIR. THE FUEL STAYS WITH THE VEHICLE AND IS CONSUMED BY THE CUSTOMER NOT GM OR...
Re: AFTERMARKET ROTORS - 05/13/2009
... YOU'RE FINDING OUT AFTER THE FACT, I SAY KILL THE SM. IF HE'S PLAYING FAST AND LOOSE WITH YOUR CUSTOMERS LIKE THIS, I'D TAKE IT TO OWNERS AND MAKE THEM AWARE THAT HE COULD BE THREATENING THE DEALERSHIP'S STANDING WITH GM. IF THE CUSTOMER COMES BACK...
Re: Recall Policies & Procedures question - 05/26/2009
I would tell the aftermarket shop that if the customer does not wish to come to a GM dealer to have the recalls performed then they can have the aftermarket shop to it, that customer pays the aftermarket shop and the customer can try and get reimbursed...
Re: Fuel Question - 12/24/2008
I would put the $10.00 in net and put in comments that net is for gas covered for customer satisfaction due to faulty fuel level sensor. If the sensor was faulty pretty hard for customer to know was out of gas. Have covered more gas than this for upset...
Re: IPC on 04 Trailblazer - 01/02/2009
Customer says tachometer and speedometer not working.
Ring My Bell - 10/09/2008
Recently, after explaining GM's policy to a customer, we aligned a twenty-one thousand mile vehicle with a tire wear issue. The customer paid the bill and left. A day later I got a call from customer assistance asking why the repair wasn't covered by...
Forum - 09/19/2007
Those dealers that are empowered to use the enhanced goodwill process are entitled to resolve customer concerns for unlimited time and mileage. GM states that the process is NOT an open checkbook. When goodwill is offered it must be to those customers...
Forum - 09/19/2007
... the vehicle and sometimes they do get the concern to occur.Sometimes all it takes is a call to the customer to get more info.We also tell almost all concern not duplicated customers that we would be more than happy to take a test drive with them so they...
PDI Audit - 09/19/2007
FYI: Copy of Article 1.6.2f... Customer Signature Each customer pay and warranty repair order is to be signed by the customer authorizing dealer to perform the requested service. If dealer is unable to obtain a customer signature, service management must...
Re: GOODWRENCH LIMITED LIFETIME GUARANTEE - 03/18/2008
Lifetime warranty parts must be purchased by the customer to be covered.
mystery pull - 02/18/2008
AWHILE AGO WHEN I WAS EMPLOYED AT A PONTIAC DEALERSHIP, WE HAD A CUSTOMER THAT CONTINUED TO RETURN TO THE SERVICE DEPARTMENT OVER 2 TIMES DUE TO FRONT END ALIGNMENT(PULLING LEFT) CONCERNS ON A PONTIAC SUNBIRD.WE WOULD BRING IN VEHICLE AND PUT ON ALIGNMENT...
Re: RECALL - 12/26/2007
Also, If the devise is added by the customer, and non-dealer installed, shouldn't the customer pay the labor for the extra time involved?
drunk Corvette owner - 11/19/2007
One rainy Sunday, I was writing service and had a customer come in with a citation for his horn in-op. He asked if we would check it out, repair the problem so that he could report to the authorities that he had indeed taken care of the issue. We brought...
Charges - 10/12/2007
There must be a clear understanding of charges at the time the repair order is written while the customer is present. Service management is required to authorize the hard copy of the repair order with any changes made regarding the responsible party for...
WHERE CAN I FIND ??? - 02/24/2009
I HAVE A CUSTOMER DID NOT RECEIVE THERE CD'S BACK WHEN RADIO WAS SENT OUT FOR REPAIR..... I AM LOOKING IN P&P FOR ANY PROCEDURE FOR REIMBURSEMENT PLEASE HELP !!
Re: WARRANTY CORE - 02/02/2010
... Clarification Bulletin. In this bulletin it states WPC administrative labor code Z7200 Reimbursement for core charges, administrative labor time, freight/postage and shipping materials for parts that are returned to the Warranty Parts Center must...
Forum - 03/30/2017
... EV / Bolt EV) only. After 22 GB/line/mo, we may prioritize your data behind other Verizon customers during network congestion. Not available for machine-to-machine services. Mobile hotspot/tethering reduced to 3G speeds after 10GB/month; domestic...
Forum - 02/06/2018
... back from WSC regarding this question, and here's the response. What my opinion is, if the customer takes their vehicle to an outside shop, while still under warranty, I would offer a reimbursement at warranty rates. If they push back with a valid...
Parts Warranty-Engine/Transmission - 11/05/2021
Okay. I still keep getting conflicting answers on this issue. Customer or independent repair shop purchases an engine or transmission over the counter and installs it. Customer comes in with a failure of the component. In this case it's an engine...
Parts Warranty-Engine/Transmission - 11/05/2021
Okay. I still keep getting conflicting answers on this issue. Customer or independent repair shop purchases an engine or transmission over the counter and installs it. Customer comes in with a failure of the component. In this case it's an engine...
Forum - 06/21/2019
... labor operation or the claim will reject. WCAP: Follow the details listed within the recall for reimbursement parameters. Reimbursement is limited to the number of days from the date of the stop sale/stop delivery order (4/18/2019) to the date the inspection...
Forum - 09/05/2019
Thanks. I wish they included that in SI in the Maintenance Programs section. That's where I've been going to double check the reimbursement amounts.
Forum - 04/02/2019
The scheduled maintenance programs are marketed as an investment in long term business and a means of improving customer retention. Maintenance program guides state that participation in service under the program is voluntary at the option of the dealer....
Forum - 06/18/2019
... the 2nd inspection tickets with approriate labor ops. This time, I have a line for floor plan reimbursement for stop delivery (job 1) and repair (job 2) that will be claimed in that order. You calculate the number of days between the stop delivery notice...
Forum - 03/06/2020
There is not a labor op for reimbursement on that particular recall. I would reach out to Warranty Support, or DBC on that one.
Forum - 01/28/2020
If it's a special policy reimbursement and still within the time limits you do not have to do a PET
Forum - 01/28/2020
I remember reading something from J&L to use the PET. When would we have to use the PET for reimbursement?
Forum - 02/18/2019
Reference the Transportation, Vehicle Storage, and PDI Policy Manual Article 1.1.13 (Reimbursement for Transportation Transactions).
(NEW) GM Maintenance Program Help Card - 11/04/2021
The card outlines each of the covered Maintenance services with the corresponding labor operation, description and labor time for reimbursement.Download Card
Forum - 02/17/2022
I actually had a couple of them, a few months ago. There is no expiration, as of yet, for the reimbursement
Forum - 02/12/2018
I know there's reimbursement phrasing in recall and special coverages (which you really need to watch the dates on for special coverages!), but this instance was just a powertrain covered repair. At least I know now that she'll pay for these reimbursements...
Forum - 12/20/2017
A good PDI process reference is available within the Service P&P Manual - Transportation, Vehicle Storage, and PDI Policy - Article 3.1.1b (GM Service Agent Reimbursement for PDI Service).
Forum - 12/06/2017
Thanks for the heads up kturner! From the most recent (November 2017) edition of the P&P, Article 3.2.12 Add-On Customer Concern After Job Card Write-Up: Any warranty/policy concern not expressed orally or in writing by the customer at initial write-up...
Forum - 06/21/2017
i thought a refund was for work previously paid for , before an spa, she just paid for a diagnosis and no repairs i dont feel like she eligible for a reimbursement !
Forum - 02/28/2017
Yes, this recall reimbursement was processed, h-routed for payment and accepted in GWM. The system being covered by the recall was repairable, therefore the reimbursement was able to be processed.
Re: DEALERTRACK - 01/14/2016
... the line for whatever reason, the system won't let you "policy fees" you have to book the line as customer pay and wipe out on the secondary screen (what I call the cashiering screen, where you prompt the system with c/c, check, etc) Generally you don't...
Re: chevrolet pre-paid maintenance plan - 10/06/2015
The labor operation for the Chevrolet 2-Year Maintenance Program is 0600723. Reimbursement varies depending on the vehicle model. There are a couple places to find the list of reimbursement amounts: *The Member's Area on www.jlwarranty.com. From the...
Labor op 1996 Camaro ??? - 12/30/2011
I have to do a 50/50 split with GM on a cust reimbursement ... for a Distributor replacement
#10023 CAMPAIGN - 03/25/2010
NEED TO KNOW HOW TO SUBMIT FOR FLOOR PLAN REIMBURSEMENT ON CAMPAIGN#10023.ALREADY PUT AMOUNT IN MISC NET BUT KEEP GETTING FIELD ACTION HAS ALREADY BEEN PREFORMED FROM GWN
Re: recall 10153 - 12/10/2010
Thanks for everyone's input, also just heard from our AVM & he says as long as they are not affiliated with GM in any way they would receive the $100 reimbursement.
recall 10153 - 12/08/2010
Does a used car dealership receive the $100 reimbursement? I know we are unable to get a reimbursement for ourself but this used car delership is unable to perform warranty work.
Re: DUAL HEADREST DVD - 12/12/2008
You can verify a reimbursement by going to GM EPIC then go under invoice and put the VIN in as the control number it will bring up any invoice that referenced that VIN( this is how the ADI reimbursements are referenced.) I believe your ADI part distributor...
Re: Rental Cars - 10/22/2008
The Rental Allowance Guidelines reference card has been updated to reflect the change in rental reimbursement for the Pontiac G6 ($42). The $37 rental reimbursement rate still applies to those Enterprise or dealer owned daily rental vehicles that are...
Re: 50%-50% split... - 06/19/2008
Also see art 1.5.4 - Reimbursement for Beyond the Warranty Adjustments in the P&P. Talks about 'partial adjustments' there as well.
Re: What Would You Do? 01/08 - 02/22/2008
[quote] Admin: A customer had their vehicle in for service while under the 3/36 factory warranty. During that repair visit it was found that a part needed to be ordered to complete a repair. The technician ordered the part, the repair order was closed...
What Would You Do? 02/08 - 02/25/2008
A customer purchased a remanufactured engine over-the-counter and installed it himself. A short time later the customer brought the vehicle back to the dealership with the concern of oil in the coolant, causing the engine to overheat and fail. After a...
What Would You Do? 01/08 - 02/07/2008
A customer had their vehicle in for service while under the 3/36 factory warranty. During that repair visit it was found that a part needed to be ordered to complete a repair. The technician ordered the part, the repair order was closed and the customer...
The Rooster's Crow - 12/27/2007
During a slow afternoon at our dealership a older customer came in and said he was having a problem with his Chevy Truck. He was very annoyed, as he explained that a rooster crow was coming through the speakers of his truck. We tried to clarify his...
... the 2nd inspection tickets with approriate labor ops. This time, I have a line for floor plan reimbursement for stop delivery (job 1) and repair (job 2) that will be claimed in that order. You calculate the number of days between the stop delivery notice...
Forum - 03/06/2020
There is not a labor op for reimbursement on that particular recall. I would reach out to Warranty Support, or DBC on that one.
Forum - 01/28/2020
If it's a special policy reimbursement and still within the time limits you do not have to do a PET
Forum - 01/28/2020
I remember reading something from J&L to use the PET. When would we have to use the PET for reimbursement?
Forum - 02/18/2019
Reference the Transportation, Vehicle Storage, and PDI Policy Manual Article 1.1.13 (Reimbursement for Transportation Transactions).
(NEW) GM Maintenance Program Help Card - 11/04/2021
The card outlines each of the covered Maintenance services with the corresponding labor operation, description and labor time for reimbursement.Download Card
Forum - 02/17/2022
I actually had a couple of them, a few months ago. There is no expiration, as of yet, for the reimbursement
Forum - 02/12/2018
I know there's reimbursement phrasing in recall and special coverages (which you really need to watch the dates on for special coverages!), but this instance was just a powertrain covered repair. At least I know now that she'll pay for these reimbursements...
Forum - 12/20/2017
A good PDI process reference is available within the Service P&P Manual - Transportation, Vehicle Storage, and PDI Policy - Article 3.1.1b (GM Service Agent Reimbursement for PDI Service).
Forum - 12/06/2017
Thanks for the heads up kturner! From the most recent (November 2017) edition of the P&P, Article 3.2.12 Add-On Customer Concern After Job Card Write-Up: Any warranty/policy concern not expressed orally or in writing by the customer at initial write-up...
Forum - 06/21/2017
i thought a refund was for work previously paid for , before an spa, she just paid for a diagnosis and no repairs i dont feel like she eligible for a reimbursement !
Forum - 02/28/2017
Yes, this recall reimbursement was processed, h-routed for payment and accepted in GWM. The system being covered by the recall was repairable, therefore the reimbursement was able to be processed.
Re: DEALERTRACK - 01/14/2016
... the line for whatever reason, the system won't let you "policy fees" you have to book the line as customer pay and wipe out on the secondary screen (what I call the cashiering screen, where you prompt the system with c/c, check, etc) Generally you don't...
Re: chevrolet pre-paid maintenance plan - 10/06/2015
The labor operation for the Chevrolet 2-Year Maintenance Program is 0600723. Reimbursement varies depending on the vehicle model. There are a couple places to find the list of reimbursement amounts: *The Member's Area on www.jlwarranty.com. From the...
Labor op 1996 Camaro ??? - 12/30/2011
I have to do a 50/50 split with GM on a cust reimbursement ... for a Distributor replacement
#10023 CAMPAIGN - 03/25/2010
NEED TO KNOW HOW TO SUBMIT FOR FLOOR PLAN REIMBURSEMENT ON CAMPAIGN#10023.ALREADY PUT AMOUNT IN MISC NET BUT KEEP GETTING FIELD ACTION HAS ALREADY BEEN PREFORMED FROM GWN
Re: recall 10153 - 12/10/2010
Thanks for everyone's input, also just heard from our AVM & he says as long as they are not affiliated with GM in any way they would receive the $100 reimbursement.
recall 10153 - 12/08/2010
Does a used car dealership receive the $100 reimbursement? I know we are unable to get a reimbursement for ourself but this used car delership is unable to perform warranty work.
Re: DUAL HEADREST DVD - 12/12/2008
You can verify a reimbursement by going to GM EPIC then go under invoice and put the VIN in as the control number it will bring up any invoice that referenced that VIN( this is how the ADI reimbursements are referenced.) I believe your ADI part distributor...
Re: Rental Cars - 10/22/2008
The Rental Allowance Guidelines reference card has been updated to reflect the change in rental reimbursement for the Pontiac G6 ($42). The $37 rental reimbursement rate still applies to those Enterprise or dealer owned daily rental vehicles that are...
Re: 50%-50% split... - 06/19/2008
Also see art 1.5.4 - Reimbursement for Beyond the Warranty Adjustments in the P&P. Talks about 'partial adjustments' there as well.
Re: What Would You Do? 01/08 - 02/22/2008
[quote] Admin: A customer had their vehicle in for service while under the 3/36 factory warranty. During that repair visit it was found that a part needed to be ordered to complete a repair. The technician ordered the part, the repair order was closed...
What Would You Do? 02/08 - 02/25/2008
A customer purchased a remanufactured engine over-the-counter and installed it himself. A short time later the customer brought the vehicle back to the dealership with the concern of oil in the coolant, causing the engine to overheat and fail. After a...
What Would You Do? 01/08 - 02/07/2008
A customer had their vehicle in for service while under the 3/36 factory warranty. During that repair visit it was found that a part needed to be ordered to complete a repair. The technician ordered the part, the repair order was closed and the customer...
The Rooster's Crow - 12/27/2007
During a slow afternoon at our dealership a older customer came in and said he was having a problem with his Chevy Truck. He was very annoyed, as he explained that a rooster crow was coming through the speakers of his truck. We tried to clarify his...
Open Recalls - 04/10/2008
... List that is provided on DealerWorld? I've made a "reminder mailer" I fill out & send to the customers. I even put a note to myself on them for the opcode & time since the customer usually brings them to the service counter. This gets attached to the...
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/10/2010
Ya I know, especially for diesels! Our cost on diesel oil alone is over the $20! The coupon I received from the customer didn't even note that over 6 qts would be additional $ to the customer. But if you read the GM message, it says in there that over...
Re: Yet Another Part Warranty Question - 11/12/2009
... they would not be covered. The technician should have contacted the service advisor to advise the customer of the additional expenses and have the customer agree to pay for them. If the advisor did not, the customer cannot be held responsible to pay...
Re: OLD RECALL #07217 - 06/19/2009
The recall document states that "courtesy transportation is intended to minimize customer inconvenience when a vehicle requires a repair that is covered by the New Vehicle Limited Warranty. The availability of courtesy transportation to customers whose...
"NOT GOODWILL-MIC SERVICE AGREEMENT FOUND" - 10/13/2009
2006 Chev Impala with 30,520 miles. Good loyal customer. ABS concern when raining. Multiple hours in diagnosis. No real failed component. Checked hub bearings. Checked cleaned and lubed wheel speed sensors. Cleaned and tightened ground wires (repaired...
Re: CUST $100 MAINT CREDIT FROM GM - 12/22/2011
[quote] GMNL09526: I HAVE A QUESTION: A CUSTOMER WANTED TO KNOW... He received a "Maint Letter from GM for $100 credit toward maintance repairs" --- he us in now having some repairs done under "GMPP" - can he use that $100 credit from GM toward his...
Service Call - 11/21/2011
... working here. He claims that GM has/had an opcode that allows for a "service call". Example- Customer calls to say vehicle won't start. Sent tech to customer residence & he checks the battery, no problem found & jump starts the vehicle, and is done....
Re: SPECIAL POLICY WITH 50/50 AND GMPP - 09/11/2012
... On the Pricing Requested screen, determine the total cost. 3. Determine the amount to enter in Customer Participation Amount field by following the example below. Note: $250.00 total repair cost and $100 customer deductible is used for the example...
What Would You Do - 08/15 - 07/30/2015
... Program member recently sent an email with an interesting repair scenario. The dealership had a customer visit the store with a request to address an issue with the transmission. The story: The customer's vehicle had an open special coverage, 14404,...
Re: What Would You Do - 02/15 - 02/11/2015
I would contact the customer and find out what the issue was (if there was a time agreed upon prior to calling the tow service) Depending on the answer to that question our SM would review the service history of this customer in Dashboard and see if an...
What Would You Do - 09/14 - 09/09/2014
A customer with a 2003 Saturn Ion contacted their dealer with assistance on the ignition switch recall. Because the customer did not feel safe driving the vehicle, the customer was provided with a rental while waiting for parts to arrive at the dealership....
Re: What Would You Do - 02/15 - 02/02/2015
... whether or not there was an agreed upon time to pick the car up, but I would have contacted the customer to find out if there was an extenuating circumstance that led them to need to drive the car and then arranged a way to pick it up from them or find...
Re: Does this bother anyone else? - 12/03/2013
[quote] hdonnert: I would say that if your advisors where calling there customers after they completed and finalize there repair orders then I'm in. But as many calls as I get for updates I would have to say I'm out. This app helps me not to micro manage...
Forum - 10/12/2016
I agree that it would make sense to have management approval supporting a customer enthusiasm repair, it is a best practice to do so, therefore indicating managements involvement in the decision making process. Also, the latest version of the...
What Would You Do - 09/16 - 08/24/2016
... As a result, the job card line pertaining to the check engine soon light concern was written as customer pay. The two recall lines were indicated as warranty lines. The technician found that there were two codes associated with the check engine...
Forum - 05/08/2017
What i would have done is: document the failure of lamp seal and close out ticket as customer pay (with parts on order). Once all parts were in, schedule customer for repair and submit then. We sublet our glass r&r's, so we have to account for their...
Forum - 05/30/2017
Thanks for the responses! The dealership opened a new job card to reimburse the customer for the parts and labor associated with the customer pay repairs performed on the second repair order (the repair should have been handled as a part warranty...
What Would You Do - 08/17 - 07/25/2017
... their local dealership with a concern of the temperature fluctuating when defrost was on. The customer would set the temperature at 70 degrees, but found that the system would blow either very cold air or extremely hot air. The technician did not...
BE AWARE...Add On Repairs wording - 12/06/2017
... state that they verified the concern, it only states that the Date and Time be documented for the customer approval. I read this as the Date and Time is the only thing that must be there. We had all these approvals, Date and Time by the Advisors,...
Forum - 12/07/2017
... the envelope to the job card to support. In the case of a night drop with nothing on it, including customer concerns: either the customer is calling in or the advisor is reaching out to the customer to obtain service requests. Since the concern...
Forum - 02/08/2018
... is not needed? We just recently went through an audit where they were checking for the customer notification on the add-on repairs. The customer had one complaint of a leak but the tech found 2 different components leaking so another line was added....
Forum - 02/09/2018
... of vibration but 2 different causes found such as a defective tire and prop shaft. As the customer expressed a single complaint, this would NOT be considered an "add-on" so you do NOT have to identify one of the transations as such. ...
Forum - 03/26/2018
... you mentioned states: "The General Motors Courtesy Transportation program is intended to minimize customer inconvenience when a vehicle requires a repair that is covered by the New Vehicle Limited Warranties. The availability of courtesy transportation...
Out of Warranty Rental - 06/13/2022
Has anyone ever submitted for payment of a rental due to part delayed for a customer pay repair. We have a customer that came in with a CAC case, SM submitted a PET and we got a zero GM participation on the emissions repair. Still in by time but...
Forum - 08/01/2023
... of window stickers, is it possible for sales to order something they want to install for the customer after the fact or is the only way it can be on the sticker because it is a factory LPO? Depending on the answer to that would be what you have to do....
... List that is provided on DealerWorld? I've made a "reminder mailer" I fill out & send to the customers. I even put a note to myself on them for the opcode & time since the customer usually brings them to the service counter. This gets attached to the...
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/10/2010
Ya I know, especially for diesels! Our cost on diesel oil alone is over the $20! The coupon I received from the customer didn't even note that over 6 qts would be additional $ to the customer. But if you read the GM message, it says in there that over...
Re: Yet Another Part Warranty Question - 11/12/2009
... they would not be covered. The technician should have contacted the service advisor to advise the customer of the additional expenses and have the customer agree to pay for them. If the advisor did not, the customer cannot be held responsible to pay...
Re: OLD RECALL #07217 - 06/19/2009
The recall document states that "courtesy transportation is intended to minimize customer inconvenience when a vehicle requires a repair that is covered by the New Vehicle Limited Warranty. The availability of courtesy transportation to customers whose...
"NOT GOODWILL-MIC SERVICE AGREEMENT FOUND" - 10/13/2009
2006 Chev Impala with 30,520 miles. Good loyal customer. ABS concern when raining. Multiple hours in diagnosis. No real failed component. Checked hub bearings. Checked cleaned and lubed wheel speed sensors. Cleaned and tightened ground wires (repaired...
Re: CUST $100 MAINT CREDIT FROM GM - 12/22/2011
[quote] GMNL09526: I HAVE A QUESTION: A CUSTOMER WANTED TO KNOW... He received a "Maint Letter from GM for $100 credit toward maintance repairs" --- he us in now having some repairs done under "GMPP" - can he use that $100 credit from GM toward his...
Service Call - 11/21/2011
... working here. He claims that GM has/had an opcode that allows for a "service call". Example- Customer calls to say vehicle won't start. Sent tech to customer residence & he checks the battery, no problem found & jump starts the vehicle, and is done....
Re: SPECIAL POLICY WITH 50/50 AND GMPP - 09/11/2012
... On the Pricing Requested screen, determine the total cost. 3. Determine the amount to enter in Customer Participation Amount field by following the example below. Note: $250.00 total repair cost and $100 customer deductible is used for the example...
What Would You Do - 08/15 - 07/30/2015
... Program member recently sent an email with an interesting repair scenario. The dealership had a customer visit the store with a request to address an issue with the transmission. The story: The customer's vehicle had an open special coverage, 14404,...
Re: What Would You Do - 02/15 - 02/11/2015
I would contact the customer and find out what the issue was (if there was a time agreed upon prior to calling the tow service) Depending on the answer to that question our SM would review the service history of this customer in Dashboard and see if an...
What Would You Do - 09/14 - 09/09/2014
A customer with a 2003 Saturn Ion contacted their dealer with assistance on the ignition switch recall. Because the customer did not feel safe driving the vehicle, the customer was provided with a rental while waiting for parts to arrive at the dealership....
Re: What Would You Do - 02/15 - 02/02/2015
... whether or not there was an agreed upon time to pick the car up, but I would have contacted the customer to find out if there was an extenuating circumstance that led them to need to drive the car and then arranged a way to pick it up from them or find...
Re: Does this bother anyone else? - 12/03/2013
[quote] hdonnert: I would say that if your advisors where calling there customers after they completed and finalize there repair orders then I'm in. But as many calls as I get for updates I would have to say I'm out. This app helps me not to micro manage...
Forum - 10/12/2016
I agree that it would make sense to have management approval supporting a customer enthusiasm repair, it is a best practice to do so, therefore indicating managements involvement in the decision making process. Also, the latest version of the...
What Would You Do - 09/16 - 08/24/2016
... As a result, the job card line pertaining to the check engine soon light concern was written as customer pay. The two recall lines were indicated as warranty lines. The technician found that there were two codes associated with the check engine...
Forum - 05/08/2017
What i would have done is: document the failure of lamp seal and close out ticket as customer pay (with parts on order). Once all parts were in, schedule customer for repair and submit then. We sublet our glass r&r's, so we have to account for their...
Forum - 05/30/2017
Thanks for the responses! The dealership opened a new job card to reimburse the customer for the parts and labor associated with the customer pay repairs performed on the second repair order (the repair should have been handled as a part warranty...
What Would You Do - 08/17 - 07/25/2017
... their local dealership with a concern of the temperature fluctuating when defrost was on. The customer would set the temperature at 70 degrees, but found that the system would blow either very cold air or extremely hot air. The technician did not...
BE AWARE...Add On Repairs wording - 12/06/2017
... state that they verified the concern, it only states that the Date and Time be documented for the customer approval. I read this as the Date and Time is the only thing that must be there. We had all these approvals, Date and Time by the Advisors,...
Forum - 12/07/2017
... the envelope to the job card to support. In the case of a night drop with nothing on it, including customer concerns: either the customer is calling in or the advisor is reaching out to the customer to obtain service requests. Since the concern...
Forum - 02/08/2018
... is not needed? We just recently went through an audit where they were checking for the customer notification on the add-on repairs. The customer had one complaint of a leak but the tech found 2 different components leaking so another line was added....
Forum - 02/09/2018
... of vibration but 2 different causes found such as a defective tire and prop shaft. As the customer expressed a single complaint, this would NOT be considered an "add-on" so you do NOT have to identify one of the transations as such. ...
Forum - 03/26/2018
... you mentioned states: "The General Motors Courtesy Transportation program is intended to minimize customer inconvenience when a vehicle requires a repair that is covered by the New Vehicle Limited Warranties. The availability of courtesy transportation...
Out of Warranty Rental - 06/13/2022
Has anyone ever submitted for payment of a rental due to part delayed for a customer pay repair. We have a customer that came in with a CAC case, SM submitted a PET and we got a zero GM participation on the emissions repair. Still in by time but...
Forum - 08/01/2023
... of window stickers, is it possible for sales to order something they want to install for the customer after the fact or is the only way it can be on the sticker because it is a factory LPO? Depending on the answer to that would be what you have to do....
PIE0669 Info on 7500 mile maint for Dual Clutch Trans Canister Filter - 11/04/2021
... new bulletin?In the "attention" section it reads Proceed with this EI ONLY if the customer has commented about this concern AND the PIE number is listed in the Global Warranty Management / Investigate History link (GWM/IVH). If the...
Sublet - 09/20/2021
We had a customer come in with a water leak, and they had a vendor come in to diagnose it. But parts had to be ordered, so the customer took their vehicle. The advisor billed out the sublet and I asked him to remove it from that repair order and bill...
Forum - 01/11/2021
... can tell me why. I found where if it is an appointment thru Xtime then it does not pull the customers concern thru to GM correctly. Instead it shows in the customers concern box the GM category code and the 4 digit complaint code, ie No customer...
Forum - 06/01/2020
... amount, but we are still compliant because we did one before repair began. It's unfair to the customer to change the participation amount to a higher $$, so this seems to be a way to avoid that. We have sent a couple to our DMA, to override the customer...
Forum - 05/18/2020
... are not for your shop's screwups, they are for things that GM says you can reimburse the customer for. The advisor being greedy is not one of them. ...
What Would You Do - 04/18 - 03/26/2018
A customer presented their vehicle at the dealership with an air conditioning compressor concern. The service advisor noticed in the vehicle history that the owner had a previous compressor issue requiring replacement approximately three years ago. Since...
Forum - 10/04/2018
An example: a customer concern is coded as customer pay at time of write up, but after technician diagnosis it is determined that the repair is covered by the powertrain warranty. Management must authorize the change in responsibility for the charges...
Forum - 09/11/2023
... if you have to and then someone should make an invoice to correct all the billing and refund the customer. Otherwise why would anyone ever submit a warranty claim? Just play dumb, do the repairs then try to submit for a reimbursement at COD rates. I...
Re: - 11/24/2014
... 3.2.12 state the following: Any warranty/policy concern not expressed orally or in writing by the customer at initial write-up must be first inspected and verified by the service manager before it is added to the job card. If the service manager determines...
Re: DEALER INSTALLED GM ACCESSORIES - 05/04/2010
[quote] Becky H: Question in regards to the whole GM accessories thing. Do GM accessories sold to customer at time of vehicle purchase fall under this message as well or is it just those added at time the order is placed with GM? To my understanding,...
RO'S WITH PARTS ON ORDER - 12/19/2007
I AM LOOKING FOR THE "PROPER WAY" TO HANDLE RO'S STILL OPEN DUE TO PARTS WERE ORDERED.... AT THIS TIME, IF A CUSTOMER PICKS UP THEIR VEHICLE & WE HAD TO ORDER A PART - THE ADVISOR WILL HOLD THAT RO IN A "HOLD FILE" UNTIL THE CUSTOMER RETURNS ( I BELIEVE...
GM STEERING SHAFT CONCERN - 11/29/2007
HAS ANYONE EVER HEARD OF: WE REPLACED STEERING SHAFT AS PER BULLETIN 00-02-35-003, CUSTOMER NOW INTO HIS GMPP COVERAGE -- CAN WE BILL GM THE CUSTOMERS DEDUCT/OR LESSER AMOUNT DUE TO THIS BEING AN ON-GOING GM CONCERN
WINS Question - 09/19/2007
Anyone using WINS on Dealerworld? I'm trying to find where I put the figures for a 50/50 split with the customer. Do I have to input this with the dollar amounts adjusted, or is there a field I can input the 50% customer pay portion? Thanks for any h...
What Would You Do? 03/08 - 03/14/2008
A customer brings a 2008 Dodge Ram into the service department with the tire pressure light on. The repair order is written up and dispatched to the technician. After diagnosis it is found that the left rear tire pressure was six pounds low. The technician...
Re: SERVICE TIRE MONITOR LIGHT - 04/03/2008
Bulletin 07-03-16-004 states that E0716-Diagnostic System Check -Tire Pressure Monitoring should be used if customer has a complaint with Service Tire Monitor System message/light(blinks on startup with CODES in system). E0719-Washer, Lower Tire Pressure...
Re: COMPLAINT & FAIL CODES - 04/07/2008
THE CC/FC NOT ONLY HELPS GM TO IDENTIFY WHAT THE CUSTOMER STATES/ACTIONS OF FAILED PARTS, BUT DIFFERENTIATES BULLETINS, RECALLS, AND CUSTOMER SATISFACTION CLAIMS. UTILIZING PROPER CODES FOR CC/FC IS EFFECTIVE TO DECREASE TIME SPENT IN CLOSING OUT REPAIR...
Re: Open Recalls - 04/10/2008
We actively use the open recall list. We have brought back several customers with the reminders and even have had new customers who live in the area but, purchased there vehicle else where come in when we send them the reminder. I is especially good...
Re: "STEERING SHAFT" CONCERN - 05/08/2008
... these I-shafts up to 70K... wow, 90K? I like the idea of the 50/50 split as it encourages the customer to have ownership of their vehicle's condition, and it says something about GM "helping" their customer out AFTER being out of warranty....
Another goodwill question... - 07/09/2008
I have a customer that has 36356 miles. My service manager wants to goodwill a tow and AC compressor. As I was looking over the ticket I noticed that the customer has an extended warranty...First Guard. I searched P&P and claims, but cannot find anything....
Re: Ring My Bell - 10/09/2008
... is just out of warranty for one of those special coverage policies for the instrument cluster. Customer called CA (not mad at us, mad at GM for turning him down), and CA basically wanted us to just do the repair to make the customer happy and go away....
Re: CUST SUPPLIED PART ON WARR CLAIM ?? - 09/17/2008
I WOULD CLAIM JUST THE LABOR AND DOCUMENT IN COMMENTS THAT THE CUSTOMER PROVIDED PART #.... DOES THE CUSTOMER WANT TO BE REIMBURSED FOR THE PURCHASE OF THE PART? DO YOU HAVE A PART BILLED?
Re: DUAL HEADREST DVD - 12/12/2008
... submit something, etc. I don't think my parts manager knows either. [/quote] You can verify a reimbursement by going to GM EPIC then go under invoise and put the VIN in as the control number it will bring up any invoice that referenced that VIN(...
Saving for a rainy day - 12/11/2008
Back in February of this year our dealership had a customer that came in with a concern of a rattle noise from the auto each time they went over bumps. The tech test drove the auto and verified the concern, upon inspection the tech found a metal coinbox...
Re: Monday morning brain fog-- goodwill question - 03/23/2009
... a messenger document and said that between 70,000-80,000 miles they would cover the cluster only, customer pays labor. Just today, a messenger document was released with updated information. They are now covering the '05 models as well and keeping...
Re: What is the correct procedure? - 02/10/2009
IT IS MY UNDERSTANDING THAT YOU CAN PUT BOTH PARTS ON THE SAME RO IF ONE IS CUSTOMER PAY AND THE OTHER IS A PARTS WARRANTY. IF THE FIRST ONE WAS WARRANTY YOU WOULD NEED TO OPEN A SECOND RO FOR THE PARTS WARRANTY. ALSO I BELIEVE THAT AN EXTENDED WARRANTY...
... new bulletin?In the "attention" section it reads Proceed with this EI ONLY if the customer has commented about this concern AND the PIE number is listed in the Global Warranty Management / Investigate History link (GWM/IVH). If the...
Sublet - 09/20/2021
We had a customer come in with a water leak, and they had a vendor come in to diagnose it. But parts had to be ordered, so the customer took their vehicle. The advisor billed out the sublet and I asked him to remove it from that repair order and bill...
Forum - 01/11/2021
... can tell me why. I found where if it is an appointment thru Xtime then it does not pull the customers concern thru to GM correctly. Instead it shows in the customers concern box the GM category code and the 4 digit complaint code, ie No customer...
Forum - 06/01/2020
... amount, but we are still compliant because we did one before repair began. It's unfair to the customer to change the participation amount to a higher $$, so this seems to be a way to avoid that. We have sent a couple to our DMA, to override the customer...
Forum - 05/18/2020
... are not for your shop's screwups, they are for things that GM says you can reimburse the customer for. The advisor being greedy is not one of them. ...
What Would You Do - 04/18 - 03/26/2018
A customer presented their vehicle at the dealership with an air conditioning compressor concern. The service advisor noticed in the vehicle history that the owner had a previous compressor issue requiring replacement approximately three years ago. Since...
Forum - 10/04/2018
An example: a customer concern is coded as customer pay at time of write up, but after technician diagnosis it is determined that the repair is covered by the powertrain warranty. Management must authorize the change in responsibility for the charges...
Forum - 09/11/2023
... if you have to and then someone should make an invoice to correct all the billing and refund the customer. Otherwise why would anyone ever submit a warranty claim? Just play dumb, do the repairs then try to submit for a reimbursement at COD rates. I...
Re: - 11/24/2014
... 3.2.12 state the following: Any warranty/policy concern not expressed orally or in writing by the customer at initial write-up must be first inspected and verified by the service manager before it is added to the job card. If the service manager determines...
Re: DEALER INSTALLED GM ACCESSORIES - 05/04/2010
[quote] Becky H: Question in regards to the whole GM accessories thing. Do GM accessories sold to customer at time of vehicle purchase fall under this message as well or is it just those added at time the order is placed with GM? To my understanding,...
RO'S WITH PARTS ON ORDER - 12/19/2007
I AM LOOKING FOR THE "PROPER WAY" TO HANDLE RO'S STILL OPEN DUE TO PARTS WERE ORDERED.... AT THIS TIME, IF A CUSTOMER PICKS UP THEIR VEHICLE & WE HAD TO ORDER A PART - THE ADVISOR WILL HOLD THAT RO IN A "HOLD FILE" UNTIL THE CUSTOMER RETURNS ( I BELIEVE...
GM STEERING SHAFT CONCERN - 11/29/2007
HAS ANYONE EVER HEARD OF: WE REPLACED STEERING SHAFT AS PER BULLETIN 00-02-35-003, CUSTOMER NOW INTO HIS GMPP COVERAGE -- CAN WE BILL GM THE CUSTOMERS DEDUCT/OR LESSER AMOUNT DUE TO THIS BEING AN ON-GOING GM CONCERN
WINS Question - 09/19/2007
Anyone using WINS on Dealerworld? I'm trying to find where I put the figures for a 50/50 split with the customer. Do I have to input this with the dollar amounts adjusted, or is there a field I can input the 50% customer pay portion? Thanks for any h...
What Would You Do? 03/08 - 03/14/2008
A customer brings a 2008 Dodge Ram into the service department with the tire pressure light on. The repair order is written up and dispatched to the technician. After diagnosis it is found that the left rear tire pressure was six pounds low. The technician...
Re: SERVICE TIRE MONITOR LIGHT - 04/03/2008
Bulletin 07-03-16-004 states that E0716-Diagnostic System Check -Tire Pressure Monitoring should be used if customer has a complaint with Service Tire Monitor System message/light(blinks on startup with CODES in system). E0719-Washer, Lower Tire Pressure...
Re: COMPLAINT & FAIL CODES - 04/07/2008
THE CC/FC NOT ONLY HELPS GM TO IDENTIFY WHAT THE CUSTOMER STATES/ACTIONS OF FAILED PARTS, BUT DIFFERENTIATES BULLETINS, RECALLS, AND CUSTOMER SATISFACTION CLAIMS. UTILIZING PROPER CODES FOR CC/FC IS EFFECTIVE TO DECREASE TIME SPENT IN CLOSING OUT REPAIR...
Re: Open Recalls - 04/10/2008
We actively use the open recall list. We have brought back several customers with the reminders and even have had new customers who live in the area but, purchased there vehicle else where come in when we send them the reminder. I is especially good...
Re: "STEERING SHAFT" CONCERN - 05/08/2008
... these I-shafts up to 70K... wow, 90K? I like the idea of the 50/50 split as it encourages the customer to have ownership of their vehicle's condition, and it says something about GM "helping" their customer out AFTER being out of warranty....
Another goodwill question... - 07/09/2008
I have a customer that has 36356 miles. My service manager wants to goodwill a tow and AC compressor. As I was looking over the ticket I noticed that the customer has an extended warranty...First Guard. I searched P&P and claims, but cannot find anything....
Re: Ring My Bell - 10/09/2008
... is just out of warranty for one of those special coverage policies for the instrument cluster. Customer called CA (not mad at us, mad at GM for turning him down), and CA basically wanted us to just do the repair to make the customer happy and go away....
Re: CUST SUPPLIED PART ON WARR CLAIM ?? - 09/17/2008
I WOULD CLAIM JUST THE LABOR AND DOCUMENT IN COMMENTS THAT THE CUSTOMER PROVIDED PART #.... DOES THE CUSTOMER WANT TO BE REIMBURSED FOR THE PURCHASE OF THE PART? DO YOU HAVE A PART BILLED?
Re: DUAL HEADREST DVD - 12/12/2008
... submit something, etc. I don't think my parts manager knows either. [/quote] You can verify a reimbursement by going to GM EPIC then go under invoise and put the VIN in as the control number it will bring up any invoice that referenced that VIN(...
Saving for a rainy day - 12/11/2008
Back in February of this year our dealership had a customer that came in with a concern of a rattle noise from the auto each time they went over bumps. The tech test drove the auto and verified the concern, upon inspection the tech found a metal coinbox...
Re: Monday morning brain fog-- goodwill question - 03/23/2009
... a messenger document and said that between 70,000-80,000 miles they would cover the cluster only, customer pays labor. Just today, a messenger document was released with updated information. They are now covering the '05 models as well and keeping...
Re: What is the correct procedure? - 02/10/2009
IT IS MY UNDERSTANDING THAT YOU CAN PUT BOTH PARTS ON THE SAME RO IF ONE IS CUSTOMER PAY AND THE OTHER IS A PARTS WARRANTY. IF THE FIRST ONE WAS WARRANTY YOU WOULD NEED TO OPEN A SECOND RO FOR THE PARTS WARRANTY. ALSO I BELIEVE THAT AN EXTENDED WARRANTY...
Re: Service Records Retention Question - 01/13/2009
We here at our dealership (Virginia) keep them for two years(only required to keep 2 years). We go through our customer files through out the year to purge them. We have a company that comes in and actually has a truck that burns the paperwork on our...
Re: PONTIAC PREFERRED OIL CHANGES-SYNTHETIC - 03/23/2010
Lesley, Just for clarification you are only collecting $20.00 on these oil changes unless the customers vehicle requires synthetic. They are asking me to collect $35 and charge the customer for synthetic oil. I beleive this to be double dipping as the...
Re: Global Warranty and ADP users - 03/08/2010
It depends... if the customer has paid before I book out the warranty, then I book the warranty lines and close the RO. If the customer has yet to pay when I have booked the warranty, I keep the RO (warranty copy) and check daily to see if its been paid....
Re: BATTERY - COVERAGE ??? - 10/05/2009
Batteries are warranted through their supplier so the parts are exchanged at no cost to the customer for 18 months and longer in some batteries and then prorated. Here we eat the labor for 12 months, the customer pays labor if it has been longer tha...
Service Calls - 12/23/2009
I am aware that Roadside Assistance usually provides battery jump starts & flat tire changes. However, some of our customers prefer to call us directly for these services. I am unable to find any opcodes that would allow us to be paid for making a service...
Re: Global Warranty Management - 01/22/2010
Crazy question, we are on Reynolds & Reynolds system, to process a warranty claim for the new GWM any customer pay lines have to be entered also with labor op, claim type & all the good stuff? If so, what are you guys using for customer pay labor op?...
Re: GOODWILL - 09/29/2009
I think it varies with AVM typically if we can provide service records showing a valued customer we are able to send these to to AVM for authorization. The AVM's like to hear things like Customer Satisfaction, Brand Loyal, annd so on when authorizi...
Silverado trailer wiring harness - 09/23/2009
... I saw it. The question is: will the connection of this harness & fuse be warranty, internal or customer pay? I seem to remember it stating something about being customer pay, but I could be way off. Help!...
Re: Silverado trailer wiring harness - 09/23/2009
If you are talking about the harness to wire the trailer brake, that is a customer pay item for us. The wires are tucked under the dash and requires wiring into the controller but we always to it as customer pay. Not all trailers require a controller,...
Re: Recall Policies & Procedures question - 05/19/2009
... say dealer however some a reimbursable and say dealer/retailer. The recalls also include the customer letters which ask the customer to contact the dealer. I hope that helps....
Re: #07187C: Special Coverage Adjustment - Instrument Panel Cluster Gauge Needle Function - - 04/22/2009
I think they are trying to get the customer to pay them instead of sending them to the dealer to have it covered under the warranty. With only 52k on it GM should cover the IPC and labor. I think they are trying to charge the customer the labor to have...
Re: CLARIFICATION: HOW WOULD YOU HANDLE ?? - 04/22/2009
I'D SAY IT NEEDS TO GO IN AS TWO SEPERATE WORK ORDERS. IF THE FIRST REPAIR WAS DONE AND THE CUSTOMER PICKED UP THE VEHICLE, WORK ON THAT WORK ORDER SHOULD STOP. IF THE CUSTOMER PICKED IT UP AND COMPLAINED ABOUT ANOTHER NOISE, THERE SHOULD HAVE BEEN...
Re: recall for the heated wiper fluid - 06/18/2010
We are submitting the warranty and when the claim is paid, we mail the customer a check. So far none of the customers have asked for money right when they bring the vehicle in. We want to make sure we are paid before we start handing it out.
Re: recall for the heated wiper fluid - 06/22/2010
[quote] h&kchevy : Our dealer principal was NOT happy he has to fork over $100 per customer prior to getting paid for this by GM (we have had between 5-15 people a day so far).... so he is having us verify the customer's mailing address, submit the claim...
Re: Certified Service - 03/23/2011
i havent heard anything about that..seems the customer would have something to present to the service advisor when he or she comes in so i guess make a copy of whatever they have and attach it to the service hard copy to be filed in the customers service...
Re: What Would You Do - 02/15 - 01/30/2015
I would have instructed customer to call Roadside Assistance that way the tow company is not going to bill the dealer. Evidently the customer was not too scared to drive the "unsafe" car so I would send them the tow bill.
Re: What Would You Do - 03/15 - 04/27/2015
The warranty administrator opened a new job card to address the reimbursement for recall 13036. Once the recall reimbursement was addressed on the new job card; the claim was submitted and paid. Thanks for the responses! Kristen/jlwarranty
Re: SERVICE CONTRACTS CHEVPMUs1N18 - 07/28/2015
... is being done they want you to use Mitchell or On Demand, which ever you go through to get your customer pay labor rates. You treat these warranty claims as customer pay rates is what I am getting at. ...
Re: chevrolet pre-paid maintenance plan - 10/06/2015
This is a protection plan call PPMPLUS that was given to the customer on a 2012 equinox for customer satisfaction. I can't find a labor op to use. Was hoping someone else has used the same plan before.
Re: What Would You Do - 12/15 - 12/17/2015
If the service advisor would have checked the service history he or she would have seen that the customer had used up their four maintenance services and explained this to the customer..the shop now would have to charge this off.
Re: Does this bother anyone else? - 12/03/2013
to answer your quistion "yes".i have my adv. PP the invoice which at that time, if not a waiter, hit (Y) so the customer gets a notice by phone. it does work because the customer will say when picking up there cars,i got a notice that my car is ready....
Re: Does this bother anyone else? - 08/27/2013
... researching in the help catagory within ADP the only info I could get is within the individual customer setup. Which would be very time consuming... you'd have to edit each individual customer. ugh!...
Re: Complaint Codes - 02/21/2013
I am new to GM Warranty and I notice that GM doesn't want you to put the true complaint code. Often the customer's complaint doesn't match the actual cause and correction. When I try to put the customer's actual complaint code, it sometimes kicks it...
Re: Sierra Pro Grade Protection - 06/17/2013
... and Tools>P&P Manuals and other Service/Parts Publications. The labour operation for reimbursement is: 0600683 (Oil, filter change, tire rotation, MPVI) Reimbursement Allowance: $35.00 ...
Re: April - Share Your Tip! - 04/25/2014
GETTING EACH DEPARTMENT IN OUR DEALERSHIP TO WORK TOGETHER AS A TEAM!IN DOING SO WE CAN MAKE SURE ALL OUR CUSTOMERS' NEEDS AND CONCERNS ARE ADDRESSED AND THEY ARE COMPLETELY SATISFIED WITH THE SERVICES WE HAVE PROVIDED FOR THEM.ALSO HAVING OUR TECHNICIANS...
We here at our dealership (Virginia) keep them for two years(only required to keep 2 years). We go through our customer files through out the year to purge them. We have a company that comes in and actually has a truck that burns the paperwork on our...
Re: PONTIAC PREFERRED OIL CHANGES-SYNTHETIC - 03/23/2010
Lesley, Just for clarification you are only collecting $20.00 on these oil changes unless the customers vehicle requires synthetic. They are asking me to collect $35 and charge the customer for synthetic oil. I beleive this to be double dipping as the...
Re: Global Warranty and ADP users - 03/08/2010
It depends... if the customer has paid before I book out the warranty, then I book the warranty lines and close the RO. If the customer has yet to pay when I have booked the warranty, I keep the RO (warranty copy) and check daily to see if its been paid....
Re: BATTERY - COVERAGE ??? - 10/05/2009
Batteries are warranted through their supplier so the parts are exchanged at no cost to the customer for 18 months and longer in some batteries and then prorated. Here we eat the labor for 12 months, the customer pays labor if it has been longer tha...
Service Calls - 12/23/2009
I am aware that Roadside Assistance usually provides battery jump starts & flat tire changes. However, some of our customers prefer to call us directly for these services. I am unable to find any opcodes that would allow us to be paid for making a service...
Re: Global Warranty Management - 01/22/2010
Crazy question, we are on Reynolds & Reynolds system, to process a warranty claim for the new GWM any customer pay lines have to be entered also with labor op, claim type & all the good stuff? If so, what are you guys using for customer pay labor op?...
Re: GOODWILL - 09/29/2009
I think it varies with AVM typically if we can provide service records showing a valued customer we are able to send these to to AVM for authorization. The AVM's like to hear things like Customer Satisfaction, Brand Loyal, annd so on when authorizi...
Silverado trailer wiring harness - 09/23/2009
... I saw it. The question is: will the connection of this harness & fuse be warranty, internal or customer pay? I seem to remember it stating something about being customer pay, but I could be way off. Help!...
Re: Silverado trailer wiring harness - 09/23/2009
If you are talking about the harness to wire the trailer brake, that is a customer pay item for us. The wires are tucked under the dash and requires wiring into the controller but we always to it as customer pay. Not all trailers require a controller,...
Re: Recall Policies & Procedures question - 05/19/2009
... say dealer however some a reimbursable and say dealer/retailer. The recalls also include the customer letters which ask the customer to contact the dealer. I hope that helps....
Re: #07187C: Special Coverage Adjustment - Instrument Panel Cluster Gauge Needle Function - - 04/22/2009
I think they are trying to get the customer to pay them instead of sending them to the dealer to have it covered under the warranty. With only 52k on it GM should cover the IPC and labor. I think they are trying to charge the customer the labor to have...
Re: CLARIFICATION: HOW WOULD YOU HANDLE ?? - 04/22/2009
I'D SAY IT NEEDS TO GO IN AS TWO SEPERATE WORK ORDERS. IF THE FIRST REPAIR WAS DONE AND THE CUSTOMER PICKED UP THE VEHICLE, WORK ON THAT WORK ORDER SHOULD STOP. IF THE CUSTOMER PICKED IT UP AND COMPLAINED ABOUT ANOTHER NOISE, THERE SHOULD HAVE BEEN...
Re: recall for the heated wiper fluid - 06/18/2010
We are submitting the warranty and when the claim is paid, we mail the customer a check. So far none of the customers have asked for money right when they bring the vehicle in. We want to make sure we are paid before we start handing it out.
Re: recall for the heated wiper fluid - 06/22/2010
[quote] h&kchevy : Our dealer principal was NOT happy he has to fork over $100 per customer prior to getting paid for this by GM (we have had between 5-15 people a day so far).... so he is having us verify the customer's mailing address, submit the claim...
Re: Certified Service - 03/23/2011
i havent heard anything about that..seems the customer would have something to present to the service advisor when he or she comes in so i guess make a copy of whatever they have and attach it to the service hard copy to be filed in the customers service...
Re: What Would You Do - 02/15 - 01/30/2015
I would have instructed customer to call Roadside Assistance that way the tow company is not going to bill the dealer. Evidently the customer was not too scared to drive the "unsafe" car so I would send them the tow bill.
Re: What Would You Do - 03/15 - 04/27/2015
The warranty administrator opened a new job card to address the reimbursement for recall 13036. Once the recall reimbursement was addressed on the new job card; the claim was submitted and paid. Thanks for the responses! Kristen/jlwarranty
Re: SERVICE CONTRACTS CHEVPMUs1N18 - 07/28/2015
... is being done they want you to use Mitchell or On Demand, which ever you go through to get your customer pay labor rates. You treat these warranty claims as customer pay rates is what I am getting at. ...
Re: chevrolet pre-paid maintenance plan - 10/06/2015
This is a protection plan call PPMPLUS that was given to the customer on a 2012 equinox for customer satisfaction. I can't find a labor op to use. Was hoping someone else has used the same plan before.
Re: What Would You Do - 12/15 - 12/17/2015
If the service advisor would have checked the service history he or she would have seen that the customer had used up their four maintenance services and explained this to the customer..the shop now would have to charge this off.
Re: Does this bother anyone else? - 12/03/2013
to answer your quistion "yes".i have my adv. PP the invoice which at that time, if not a waiter, hit (Y) so the customer gets a notice by phone. it does work because the customer will say when picking up there cars,i got a notice that my car is ready....
Re: Does this bother anyone else? - 08/27/2013
... researching in the help catagory within ADP the only info I could get is within the individual customer setup. Which would be very time consuming... you'd have to edit each individual customer. ugh!...
Re: Complaint Codes - 02/21/2013
I am new to GM Warranty and I notice that GM doesn't want you to put the true complaint code. Often the customer's complaint doesn't match the actual cause and correction. When I try to put the customer's actual complaint code, it sometimes kicks it...
Re: Sierra Pro Grade Protection - 06/17/2013
... and Tools>P&P Manuals and other Service/Parts Publications. The labour operation for reimbursement is: 0600683 (Oil, filter change, tire rotation, MPVI) Reimbursement Allowance: $35.00 ...
Re: April - Share Your Tip! - 04/25/2014
GETTING EACH DEPARTMENT IN OUR DEALERSHIP TO WORK TOGETHER AS A TEAM!IN DOING SO WE CAN MAKE SURE ALL OUR CUSTOMERS' NEEDS AND CONCERNS ARE ADDRESSED AND THEY ARE COMPLETELY SATISFIED WITH THE SERVICES WE HAVE PROVIDED FOR THEM.ALSO HAVING OUR TECHNICIANS...
Re: Towing Labor Op? - 08/14/2014
... the tow is not covered because there was no covered repair made. The car wouldn't start for the customer, but we found no problems with his battery. I was advised to have the customers contact roadside assistance in the future. ...
Re: What Would You Do - 07/14 - 07/07/2014
The warranty administrator identified recall bulletins in the past 6 months that allowed a floor plan reimbursement. Once the recalls were identified, she gathered the labour operation numbers associated with the repair procedure and performed a GWM...
Re: Goodwill on GM Certified Pre-Owned? - 08/17/2012
... depends I guess on your service manager and possibly getting the DMA involved if needed. Or if the customer who bought the pre-owned vehicle has purchased vehicles from your dealer and could be a loyal customer...so many different options could take...
REPAIRED BEFORE WARRANTY STARTED - 03/18/2013
I HAVE A CLAIM WHERE THE CUSTOMER TEST DROVE VEHICLE AND ENGINE STARTED TO MISS AND DIE, CUSTOMER WOULD NOT PURCAHSE VEHICLE UNTILL ISSUE WAS CORRECTED. WE HAD TO REPLACE THE FAF SENSOR . THIS CLAIMED REJECTED BECAUSE OF REPAIR BEFORE WARRANTY STARTED....
Re: TIRE CLAIM - 11/01/2012
I HAVE SUBMITTED FOR THE .3 ADMIN TIME REGARDLESS OF WHAT KIND OF CLAIM (CUSTOMER ENTHUSIASM OR REGULAR WARRANTY OR POLICY). THE ADMINISTRATION TIME IS EARNED DUE TO THE DETAILS THAT HAVE TO BE DONE TO SERVICE THE CUSTOMER NEEDS (PREAUTHORIZATION AND...
Re: What should I do? - 12/06/2011
I was going to suggest the 'customer satisfaction' option if that manufacturer has it. Tells the manufacturer that it's not a defect but doing it for the customer.
Re: GM Tire Program - 04/16/2012
... labor and all though. That was one part that I didn't see addressed in the bulletin, would the customer be responsible for the labor? Our customer didn't even have these tires on his car a week! ...
Added On Lines-Front of Job Card clarification? - 03/16/2018
... If I have the Original Job card, which my Manager signs his approval. Then I have the Customer Copy which shows the "customer approved" time and date on the Concern line...is that sufficient? ...
Forum - 02/06/2018
No, separate time documentation is not needed if it is truly a case of one customer concern with separate, unrelated causes. Technician documentation must clearly justify and support each of the separate repairs that originated from the one...
Added Operation approvals? - 02/28/2018
Do we need added operation approvals when a customer brings a vehicle back for a repair? Example: Vehicle in for maintenance and was told about a leak in the radiator. Customer brings the vehicle back (he has obviously approved the repair...
Forum - 12/22/2017
We don't get service management auth to added customer pay lines, I can't imagine what that would be like for the manager since they add C lines all the day long, lol. You would need the customer's authorization to do those repairs since they...
Forum - 12/28/2017
The way we translate the requirement is this: If you do not have a customer signature anywhere (invoice, pre-write sheet, drop envelope) management MUST sign, date & time with a reason. If you have a customer signature with "most" of the...
Forum - 01/03/2018
... to be part of Service Agent's overall fixed operation expense and are not considered for reimbursement as part of a warranty transaction. Examples of supplies and fees not eligible for warranty reimbursement are as follows: Protective covers used for...
Forum - 01/09/2018
A SHUTTLE DRIVER IS A COMPANY PAID EMPLOYEE WHO DRIVES A CUSTOMER FREE OF CHARGE. THE AMOUNT COLLECTED FROM GM MAY BE APPLIED TO YOUR RENTAL CAR ACCOUNT. $7.50 FOR ONE WAY SHUTTLE, $15.00 FOR 2 WAY. YOU MAY ADD THE SHUTTLE $ AMOUNT TO...
Forum - 12/01/2017
... understandiing of responsibility for all charges at the time the job card is written and while the customer is present. Any changees regarding who is responsible for the charges require service management authorization PRIOR to repairs being performed. ...
Forum - 10/25/2017
... in the November Newsletter that just came out, which states certain stipulations such as... 1) The customer must be traveling AND be more than 100 miles away from home 2) The vehicle must be disabled & kept overnight 3) Service is offered to customers...
Forum - 10/26/2017
The way I am understanding it, is that they put customer in a DRAC and Roadside would not bring that back. Would this have been a situation where Enterprise should have been used, so customer could return it to the closest Enterprise location? I know...
Forum - 11/08/2017
... to be part of Service Agent's overall fixed operation expense and are not considered for reimbursement as part of a warranty transaction. Examples of supplies and fees not eligible for warranty reimbursement are as follows: Protective covers used for...
Warranty Admin,Illinois - 11/09/2017
... magnetic ride suspension calibration upgrade for a 2015 Vette.There is a$350.00 charge to the customer for the download that will be billed to our open account.Included in the notes to the dealer it is stated "installation of the calibration will...
Forum - 06/22/2017
... her happy. We seem to have become a charity department anymore. We even have a current customer who wants to be reimbursed for his pro rated amount he paid on a tire replacement under warranty because he says that no other parts covered under...
No start-battery faulty vs special coverage 14311 - 10/02/2017
I have a couple of claims that the customer brings in for NO START, we test battery "it fails/needs replacement" - but than also find negative battery cable high resistence / loose which falls under the 14311 Special Coverage...... my question...
Carpet replacement after waterleak repair. - 09/26/2017
Hi,Customer complains of waterleak. Dealer determines waterleak is due to evap case and makes repairs. Customer returns complaining that vehicle has a mildew smell. Dealer determines carpet is covered in mildew and replaces carpet. ...
Forum - 05/11/2017
... comes back in with same complaint. I am having my advisors go ahead and ask the questions when customers come in and just give vague complaints. I realize the customer feels we should already know whats wrong just because this or that light came on,...
Forum - 05/12/2017
A top-off, is not a fill-up. We have had to have this discussion several times with customers. They are responsible for checking it between maintenances, and adding accordingly. Our 'internal' policy is 1 gallon qualifies as a top-off, and any more is...
Broken Window - 05/17/2017
HiWe had a customer come in that stated when she closed her right rear door the window shattered. I was just wondering if we should handle this asa regular warranty assuming the glass was defective or should we handle it as a customer enthusiasm?Any input...
... the tow is not covered because there was no covered repair made. The car wouldn't start for the customer, but we found no problems with his battery. I was advised to have the customers contact roadside assistance in the future. ...
Re: What Would You Do - 07/14 - 07/07/2014
The warranty administrator identified recall bulletins in the past 6 months that allowed a floor plan reimbursement. Once the recalls were identified, she gathered the labour operation numbers associated with the repair procedure and performed a GWM...
Re: Goodwill on GM Certified Pre-Owned? - 08/17/2012
... depends I guess on your service manager and possibly getting the DMA involved if needed. Or if the customer who bought the pre-owned vehicle has purchased vehicles from your dealer and could be a loyal customer...so many different options could take...
REPAIRED BEFORE WARRANTY STARTED - 03/18/2013
I HAVE A CLAIM WHERE THE CUSTOMER TEST DROVE VEHICLE AND ENGINE STARTED TO MISS AND DIE, CUSTOMER WOULD NOT PURCAHSE VEHICLE UNTILL ISSUE WAS CORRECTED. WE HAD TO REPLACE THE FAF SENSOR . THIS CLAIMED REJECTED BECAUSE OF REPAIR BEFORE WARRANTY STARTED....
Re: TIRE CLAIM - 11/01/2012
I HAVE SUBMITTED FOR THE .3 ADMIN TIME REGARDLESS OF WHAT KIND OF CLAIM (CUSTOMER ENTHUSIASM OR REGULAR WARRANTY OR POLICY). THE ADMINISTRATION TIME IS EARNED DUE TO THE DETAILS THAT HAVE TO BE DONE TO SERVICE THE CUSTOMER NEEDS (PREAUTHORIZATION AND...
Re: What should I do? - 12/06/2011
I was going to suggest the 'customer satisfaction' option if that manufacturer has it. Tells the manufacturer that it's not a defect but doing it for the customer.
Re: GM Tire Program - 04/16/2012
... labor and all though. That was one part that I didn't see addressed in the bulletin, would the customer be responsible for the labor? Our customer didn't even have these tires on his car a week! ...
Added On Lines-Front of Job Card clarification? - 03/16/2018
... If I have the Original Job card, which my Manager signs his approval. Then I have the Customer Copy which shows the "customer approved" time and date on the Concern line...is that sufficient? ...
Forum - 02/06/2018
No, separate time documentation is not needed if it is truly a case of one customer concern with separate, unrelated causes. Technician documentation must clearly justify and support each of the separate repairs that originated from the one...
Added Operation approvals? - 02/28/2018
Do we need added operation approvals when a customer brings a vehicle back for a repair? Example: Vehicle in for maintenance and was told about a leak in the radiator. Customer brings the vehicle back (he has obviously approved the repair...
Forum - 12/22/2017
We don't get service management auth to added customer pay lines, I can't imagine what that would be like for the manager since they add C lines all the day long, lol. You would need the customer's authorization to do those repairs since they...
Forum - 12/28/2017
The way we translate the requirement is this: If you do not have a customer signature anywhere (invoice, pre-write sheet, drop envelope) management MUST sign, date & time with a reason. If you have a customer signature with "most" of the...
Forum - 01/03/2018
... to be part of Service Agent's overall fixed operation expense and are not considered for reimbursement as part of a warranty transaction. Examples of supplies and fees not eligible for warranty reimbursement are as follows: Protective covers used for...
Forum - 01/09/2018
A SHUTTLE DRIVER IS A COMPANY PAID EMPLOYEE WHO DRIVES A CUSTOMER FREE OF CHARGE. THE AMOUNT COLLECTED FROM GM MAY BE APPLIED TO YOUR RENTAL CAR ACCOUNT. $7.50 FOR ONE WAY SHUTTLE, $15.00 FOR 2 WAY. YOU MAY ADD THE SHUTTLE $ AMOUNT TO...
Forum - 12/01/2017
... understandiing of responsibility for all charges at the time the job card is written and while the customer is present. Any changees regarding who is responsible for the charges require service management authorization PRIOR to repairs being performed. ...
Forum - 10/25/2017
... in the November Newsletter that just came out, which states certain stipulations such as... 1) The customer must be traveling AND be more than 100 miles away from home 2) The vehicle must be disabled & kept overnight 3) Service is offered to customers...
Forum - 10/26/2017
The way I am understanding it, is that they put customer in a DRAC and Roadside would not bring that back. Would this have been a situation where Enterprise should have been used, so customer could return it to the closest Enterprise location? I know...
Forum - 11/08/2017
... to be part of Service Agent's overall fixed operation expense and are not considered for reimbursement as part of a warranty transaction. Examples of supplies and fees not eligible for warranty reimbursement are as follows: Protective covers used for...
Warranty Admin,Illinois - 11/09/2017
... magnetic ride suspension calibration upgrade for a 2015 Vette.There is a$350.00 charge to the customer for the download that will be billed to our open account.Included in the notes to the dealer it is stated "installation of the calibration will...
Forum - 06/22/2017
... her happy. We seem to have become a charity department anymore. We even have a current customer who wants to be reimbursed for his pro rated amount he paid on a tire replacement under warranty because he says that no other parts covered under...
No start-battery faulty vs special coverage 14311 - 10/02/2017
I have a couple of claims that the customer brings in for NO START, we test battery "it fails/needs replacement" - but than also find negative battery cable high resistence / loose which falls under the 14311 Special Coverage...... my question...
Carpet replacement after waterleak repair. - 09/26/2017
Hi,Customer complains of waterleak. Dealer determines waterleak is due to evap case and makes repairs. Customer returns complaining that vehicle has a mildew smell. Dealer determines carpet is covered in mildew and replaces carpet. ...
Forum - 05/11/2017
... comes back in with same complaint. I am having my advisors go ahead and ask the questions when customers come in and just give vague complaints. I realize the customer feels we should already know whats wrong just because this or that light came on,...
Forum - 05/12/2017
A top-off, is not a fill-up. We have had to have this discussion several times with customers. They are responsible for checking it between maintenances, and adding accordingly. Our 'internal' policy is 1 gallon qualifies as a top-off, and any more is...
Broken Window - 05/17/2017
HiWe had a customer come in that stated when she closed her right rear door the window shattered. I was just wondering if we should handle this asa regular warranty assuming the glass was defective or should we handle it as a customer enthusiasm?Any input...
Forum - 03/22/2017
No its not an added operation . personally i think the repair order should be closed and another on made when the customer comes back to have the part installed, i experience this all the time where the part is ordered the RO is kept open and most of...
Forum - 03/21/2017
There should be multiple authorizations. One for changing the customer pay line to warranty with the date, time and explanation and a second authorization verifying the open recall found after job card write up with time, date, explanation...
Forum - 02/07/2017
... is good with it then. It might come down to all of the usual suspects for policy, like did customer purchase vehicle new, are they GM loyal, loyal service customers....would like to hear your outcome on it. Have a good one!...
Forum - 02/10/2017
... If I'm right, I think you only need to attach it to the job card if you deviate from the customer/dealer participation amount. We attach them all anyway, but as long as you're not charging the customer/dealer a different amount, then I'm pretty...
Closing warranty repair orders - 01/24/2017
I am interested in knowing how other dealerships close their warranty repair orders. Do you close the customer pay (if there is customer pay on the same RO) and wait for the warranty to get paid before closing the warranty? Or do you close all repair...
Forum - 01/24/2017
we are on dealertrack so if there is a customer pay and warranty on the same job card i can close the customer pay when we collect the money the warranty repair stays open until i submit the claim and close it..
Transaction Adjustments - 08/09/2016
A customer had their vehicle in the shop on Monday for a component replacement. A week later the customer returned with a concern that was directly related (consequential damage) to the failure from the previous Monday. How should the transaction with...
DEALER INSTALLED PART WARRANTY. - 01/04/2016
I have a part that was replaced on a customer pay line. When the tech was installing the bearing the cage came off and the bearing fell apart in his hand. I can't find in the P&P the procedure for the warranty for the part. It seems like there was info...
Re: OPEN RECALLS ON STOCK UNITS - 02/24/2016
... vehicles in service agent inventory as well as allowing service agents to correct involved customer vehicles that return for any type of service. The bulletin is in effect as long as base warranty has not expired. Service Update Bulletins address...
Re: DEALERTRACK - 06/22/2016
No the repairs were first thought to be customer pay and coded for that, customer has a gmpp policy and repairs are covered...i went in to change to S but it wouldnt let me service contract not found in line payment method..
Forum - 06/27/2023
... vehicle return for technician to complete the reprogramming. I have also had a couple where the customer was traveling through and lived out of state, therefore having the customer return with the vehicle was not an option. In these cases we have had...
Forum - 07/10/2023
... because it's incomplete, remedy not available. The second problem is if we bring the customer in, run the e-advisor, put them in a rental and it's not approved, I'm pretty sure the customer will not return the rental until parts are available. ...
Forum - 05/05/2023
I'm with you about using the labor time guide, this specific claim he asked why were we not using customer pay rates. I even think we used the LTG amount to be on the safe side. Reason I asked regarding this is that I have another big trans...
Warranty Rental on CP line - 06/23/2023
HiHas anyone ever had a warranty rental on a customer pay line? If so how did you code it? Our DM has approved a rental for this customer due to parts on backorder. I didn't think we could do this.Thanks
Forum - 01/12/2023
We are a Cadillac dealer but we have a customer who has a Chevy that is under CPO. The customer wants to bring their new Chevy to our Cadillac dealer but we want to be sure we can do CPO warranty work before we commit to them.
Forum - 12/14/2022
I've had instances with other manufacturers where we, the dealership, will reimburse the customer, and submit the claim to receive payment from manufacturer. Seems like the easiest route and makes the customer happy.
Forum - 07/26/2022
The Maintenance Quick Reference Guide Charts available within the LTG, Document ID 5532254, have been updated to the reimbursement amounts effective with the 8/1/2022 release (reference Global Message GCUS-9-13281). The Maintenance Reimbursement...
2022 GM Accessories Employee Discount Program? - 06/02/2022
GCUS-9-10591- Does anyone understand how to process these? If I am understanding this, the customers get 20% off and the dealer gets 10% allowance. When I read the GCUS-9-10591 program instuctions, I only see how to submit for the Dealer Allowance...
Forum - 12/07/2021
you made the initial incorrect observation,,,realize it and own it,,it is highly insulting and unwarranted to assume someone doesnt care about their customers. whether the car is ours or customer owned is beside the point,,,
Forum - 01/04/2022
... Grade Protection and Experience Buick Included Maintenance Programs for the current maintenance reimbursement rates, which vary by vehicle and engine type. To date I have not yet seen a Global Message referencing CPO maintenance reimbursement rate...
Express shipping with rental question - 07/03/2020
I have a customer vehicle that was in for service and the part was express shipped. Customer was put in rental vehicle as they were going on a local vacation. They were in rental vehicle for 5 days. I know rental is capped at 3 days when express...
Part Warranty - 09/18/2020
We have a issue where customer had a Transmission replaced under the Policy Evaluation Tool just recently. This customer sold the vehicle to another person, this person having Transmission issue. Where can I receive information on this issue? Thank y...
Forum - 01/27/2021
Hi occwarranty! It sounds like an ISC purchased a transmission from a dealership and then sold it to a customer. If that is the case, it would be handled as an over the counter sale, and the dealership could warranty parts and labor as long as the customer...
Forum - 02/26/2021
... checked, I sent in the copy that said "Accounting" on it. Which for us is a copy of what the customer gets (3 copies print out, Customer, Accounting, and Service). And I can't remember what I did for the files. I think I had to do it one...
Forum - 06/25/2021
For customer satisfaction, definitely recommend handling as no charge, but internally vs as a warranty situation. If the vehicle was sold at your dealership, it may be an opportunity to work with the sales department on educating the customer of the first...
No its not an added operation . personally i think the repair order should be closed and another on made when the customer comes back to have the part installed, i experience this all the time where the part is ordered the RO is kept open and most of...
Forum - 03/21/2017
There should be multiple authorizations. One for changing the customer pay line to warranty with the date, time and explanation and a second authorization verifying the open recall found after job card write up with time, date, explanation...
Forum - 02/07/2017
... is good with it then. It might come down to all of the usual suspects for policy, like did customer purchase vehicle new, are they GM loyal, loyal service customers....would like to hear your outcome on it. Have a good one!...
Forum - 02/10/2017
... If I'm right, I think you only need to attach it to the job card if you deviate from the customer/dealer participation amount. We attach them all anyway, but as long as you're not charging the customer/dealer a different amount, then I'm pretty...
Closing warranty repair orders - 01/24/2017
I am interested in knowing how other dealerships close their warranty repair orders. Do you close the customer pay (if there is customer pay on the same RO) and wait for the warranty to get paid before closing the warranty? Or do you close all repair...
Forum - 01/24/2017
we are on dealertrack so if there is a customer pay and warranty on the same job card i can close the customer pay when we collect the money the warranty repair stays open until i submit the claim and close it..
Transaction Adjustments - 08/09/2016
A customer had their vehicle in the shop on Monday for a component replacement. A week later the customer returned with a concern that was directly related (consequential damage) to the failure from the previous Monday. How should the transaction with...
DEALER INSTALLED PART WARRANTY. - 01/04/2016
I have a part that was replaced on a customer pay line. When the tech was installing the bearing the cage came off and the bearing fell apart in his hand. I can't find in the P&P the procedure for the warranty for the part. It seems like there was info...
Re: OPEN RECALLS ON STOCK UNITS - 02/24/2016
... vehicles in service agent inventory as well as allowing service agents to correct involved customer vehicles that return for any type of service. The bulletin is in effect as long as base warranty has not expired. Service Update Bulletins address...
Re: DEALERTRACK - 06/22/2016
No the repairs were first thought to be customer pay and coded for that, customer has a gmpp policy and repairs are covered...i went in to change to S but it wouldnt let me service contract not found in line payment method..
Forum - 06/27/2023
... vehicle return for technician to complete the reprogramming. I have also had a couple where the customer was traveling through and lived out of state, therefore having the customer return with the vehicle was not an option. In these cases we have had...
Forum - 07/10/2023
... because it's incomplete, remedy not available. The second problem is if we bring the customer in, run the e-advisor, put them in a rental and it's not approved, I'm pretty sure the customer will not return the rental until parts are available. ...
Forum - 05/05/2023
I'm with you about using the labor time guide, this specific claim he asked why were we not using customer pay rates. I even think we used the LTG amount to be on the safe side. Reason I asked regarding this is that I have another big trans...
Warranty Rental on CP line - 06/23/2023
HiHas anyone ever had a warranty rental on a customer pay line? If so how did you code it? Our DM has approved a rental for this customer due to parts on backorder. I didn't think we could do this.Thanks
Forum - 01/12/2023
We are a Cadillac dealer but we have a customer who has a Chevy that is under CPO. The customer wants to bring their new Chevy to our Cadillac dealer but we want to be sure we can do CPO warranty work before we commit to them.
Forum - 12/14/2022
I've had instances with other manufacturers where we, the dealership, will reimburse the customer, and submit the claim to receive payment from manufacturer. Seems like the easiest route and makes the customer happy.
Forum - 07/26/2022
The Maintenance Quick Reference Guide Charts available within the LTG, Document ID 5532254, have been updated to the reimbursement amounts effective with the 8/1/2022 release (reference Global Message GCUS-9-13281). The Maintenance Reimbursement...
2022 GM Accessories Employee Discount Program? - 06/02/2022
GCUS-9-10591- Does anyone understand how to process these? If I am understanding this, the customers get 20% off and the dealer gets 10% allowance. When I read the GCUS-9-10591 program instuctions, I only see how to submit for the Dealer Allowance...
Forum - 12/07/2021
you made the initial incorrect observation,,,realize it and own it,,it is highly insulting and unwarranted to assume someone doesnt care about their customers. whether the car is ours or customer owned is beside the point,,,
Forum - 01/04/2022
... Grade Protection and Experience Buick Included Maintenance Programs for the current maintenance reimbursement rates, which vary by vehicle and engine type. To date I have not yet seen a Global Message referencing CPO maintenance reimbursement rate...
Express shipping with rental question - 07/03/2020
I have a customer vehicle that was in for service and the part was express shipped. Customer was put in rental vehicle as they were going on a local vacation. They were in rental vehicle for 5 days. I know rental is capped at 3 days when express...
Part Warranty - 09/18/2020
We have a issue where customer had a Transmission replaced under the Policy Evaluation Tool just recently. This customer sold the vehicle to another person, this person having Transmission issue. Where can I receive information on this issue? Thank y...
Forum - 01/27/2021
Hi occwarranty! It sounds like an ISC purchased a transmission from a dealership and then sold it to a customer. If that is the case, it would be handled as an over the counter sale, and the dealership could warranty parts and labor as long as the customer...
Forum - 02/26/2021
... checked, I sent in the copy that said "Accounting" on it. Which for us is a copy of what the customer gets (3 copies print out, Customer, Accounting, and Service). And I can't remember what I did for the files. I think I had to do it one...
Forum - 06/25/2021
For customer satisfaction, definitely recommend handling as no charge, but internally vs as a warranty situation. If the vehicle was sold at your dealership, it may be an opportunity to work with the sales department on educating the customer of the first...
Forum - 06/23/2021
... back no assistance or little assistance, your service manager can adjust (with a stated cause) the customer participation up to $500.00 per line. If your service manager feels the customer participation is still too high, he/she can submit a request...
SRTA warranty - 08/05/2021
... warranty is *warranty is effective from date of installation to original purchaser. I have a customer that is selling his vehicle and had a trans put into his truck roughly late 2019. I was told that it follows the Vin and the customer would...
Forum - 09/30/2021
It would still require the same add-on approval, with customer approval required (even though it seems like a no-brainer). The only situation I would think forgoes a customer approval, would be in-stock units.
Forum - 09/30/2021
Warranty support has always had me keep it all on same claim, if the original part was a covered repair. If it's a customer paid repair, then the p-w is an add-on, with all requirements (including customer auth) met
Forum - 10/14/2021
... explain, date and time. He thinks I am reading this wrong. I just want proof! He thinks if the customer calls back and adds to Job Card that the customer signs. I show him what the P&P said. Thank you...
Forum - 09/29/2021
That's exactly how I suggested our advisors do that. If the customer declines, drop it. I personally have not had a customer decline during writeup in service ever. BTW thank you to everyone that responded to my post!
Coding as Warranty - 10/04/2018
Is there a rule of thumb as to what the payment type should be coded to at the initial write up when the customer is giving their concern? I know the Required Operating Procedures bulletin says that there should be a clear understanding of whose...
2019 AUTHORIZATION UPDATES - 01/23/2019
... Warranty booklet, under authorization update it states " The authorization requirement for Customer Concern Not Duplicated labor operations has been removed". But the email I received from GM (reference number GCUS-9-7168) states " Service...
Forum - 01/09/2019
The "100" sequential job cards. From 100 sequential job cards, we show the ones that are customer pay warranty like repairs? Or we have to have 100 customer pay warranty like repairs in total?
Over the Counter Part Warranty Documentation - 11/20/2018
... the counter part warranties as far as documentation is concerned? Is it just stating that customer states problem with part and gave customer replacement part? Without installing it in the vehicle, how are we supposed to know what's wrong? ...
Forum - 11/29/2018
... that would have caused the part to fail? Basically all the Job Card said was that the customer wanted a replacement and we replaced it. Or just put comments indicating what happened as far as the customer's "frustration" and the CAC?&nbs...
Forum - 12/18/2018
Hi Karyl! Yes, the factory included maintenance program for 2019MY vehicles has changed. Customers receive one maintenance service which must be used within the first year of ownership. Take a look at the recently updated Special Program Labor Operations...
Forum - 12/21/2018
This is a weird one. A warranty add line has to be authorized and a customer pay one does not. Originally this line was customer pay until it was authorized and changed to warranty. I would still just by principal expect the add line to be authorized...
Forum - 12/27/2018
... and you can file the warranty as normal with the labor and admin fee, also if you have the PET and customer owes anything you submit in customer participation....
Forum - 01/29/2020
Hello NUCUML, Reimbursements are to be performed during the time/mileage parameters outlined withing the special coverage, which does not require use of the PET. When opening a job card for a reimbursement, the current date and mileage should...
Forum - 02/04/2020
Yes this is what I have heard too. However it does say if the customer requests you can do it. There's like 3 different recalls on this fix. I've tried to tell my advisors not to do it and to explain it to the customers but I still keep finding them coming...
REDEEMING VOUCHER THRU GLOBAL? - 02/10/2020
Could someone please clairfy.. I was told that when we redeem a customers voucher (thru GM Global) that is automatically paid to our dealership. Is this true? If not how do I go about getting it paid on GM Global? In this case a customer...
Clock Time - 03/13/2020
Can you have 1 clock punch time combine with customer pay. Example: I have recall for 0.3 time which is warranty plus customer pay oil change 0.8 time - I have one flag punch time of 1.1 on the Job Card, is that correct?...
ELECTRONIC EXCHANGE ADMIN ALLOWANCE - 01/16/2020
Good Morning Guys! So I have a customer who is out of warranty and we ran a PET to get her radio control assembly replaced. She did pay for part of the repair and I was wondering if we can still claim $45 admin allowance with the customer participati...
Forum - 10/02/2019
I agree. I am still confused even after reading reading the document. So do we cover the special policy after the customer warranty has expired. We have also been told not to override the PET. I do understand that we need to reimburse the customer if...
Special Coverage Policy - 10/01/2019
In this issue it stated that if a customer is outside mileage and time on a special coverage repair, the PET should be ran and that GM states that regardless of the results, dealers should not charge the customer for the repairs. I am totally confused....
Forum - 08/01/2019
Your warranty line is the only line that should have to have time stamps from the technicians along with good supporting documentation from them. The customer pay line does not have to have any time stamps since it was customer pay.
Forum - 03/15/2024
I'm not sure how it works at your Dealership. At mine, frequently the advisors write up as customer pay, then my lines get changed to warranty. Parts bills out as customer pay, advisor doesn't let parts know to change the prices to warranty, I submit,...
Forum - 11/30/2023
We never send a tow company. We have the customer call GM roadside if applicable, if not, we will give the customer the option to call his own tow company or provide them with the number to a local company we use. This will keep you from the liability...
Forum - 01/10/2024
... to be required for items that require approval prior to the repair, including the following: customer signature not available, warranty on dealer owned inventory, and add on operations. Authorizations that are required at the time of transaction submission,...
... back no assistance or little assistance, your service manager can adjust (with a stated cause) the customer participation up to $500.00 per line. If your service manager feels the customer participation is still too high, he/she can submit a request...
SRTA warranty - 08/05/2021
... warranty is *warranty is effective from date of installation to original purchaser. I have a customer that is selling his vehicle and had a trans put into his truck roughly late 2019. I was told that it follows the Vin and the customer would...
Forum - 09/30/2021
It would still require the same add-on approval, with customer approval required (even though it seems like a no-brainer). The only situation I would think forgoes a customer approval, would be in-stock units.
Forum - 09/30/2021
Warranty support has always had me keep it all on same claim, if the original part was a covered repair. If it's a customer paid repair, then the p-w is an add-on, with all requirements (including customer auth) met
Forum - 10/14/2021
... explain, date and time. He thinks I am reading this wrong. I just want proof! He thinks if the customer calls back and adds to Job Card that the customer signs. I show him what the P&P said. Thank you...
Forum - 09/29/2021
That's exactly how I suggested our advisors do that. If the customer declines, drop it. I personally have not had a customer decline during writeup in service ever. BTW thank you to everyone that responded to my post!
Coding as Warranty - 10/04/2018
Is there a rule of thumb as to what the payment type should be coded to at the initial write up when the customer is giving their concern? I know the Required Operating Procedures bulletin says that there should be a clear understanding of whose...
2019 AUTHORIZATION UPDATES - 01/23/2019
... Warranty booklet, under authorization update it states " The authorization requirement for Customer Concern Not Duplicated labor operations has been removed". But the email I received from GM (reference number GCUS-9-7168) states " Service...
Forum - 01/09/2019
The "100" sequential job cards. From 100 sequential job cards, we show the ones that are customer pay warranty like repairs? Or we have to have 100 customer pay warranty like repairs in total?
Over the Counter Part Warranty Documentation - 11/20/2018
... the counter part warranties as far as documentation is concerned? Is it just stating that customer states problem with part and gave customer replacement part? Without installing it in the vehicle, how are we supposed to know what's wrong? ...
Forum - 11/29/2018
... that would have caused the part to fail? Basically all the Job Card said was that the customer wanted a replacement and we replaced it. Or just put comments indicating what happened as far as the customer's "frustration" and the CAC?&nbs...
Forum - 12/18/2018
Hi Karyl! Yes, the factory included maintenance program for 2019MY vehicles has changed. Customers receive one maintenance service which must be used within the first year of ownership. Take a look at the recently updated Special Program Labor Operations...
Forum - 12/21/2018
This is a weird one. A warranty add line has to be authorized and a customer pay one does not. Originally this line was customer pay until it was authorized and changed to warranty. I would still just by principal expect the add line to be authorized...
Forum - 12/27/2018
... and you can file the warranty as normal with the labor and admin fee, also if you have the PET and customer owes anything you submit in customer participation....
Forum - 01/29/2020
Hello NUCUML, Reimbursements are to be performed during the time/mileage parameters outlined withing the special coverage, which does not require use of the PET. When opening a job card for a reimbursement, the current date and mileage should...
Forum - 02/04/2020
Yes this is what I have heard too. However it does say if the customer requests you can do it. There's like 3 different recalls on this fix. I've tried to tell my advisors not to do it and to explain it to the customers but I still keep finding them coming...
REDEEMING VOUCHER THRU GLOBAL? - 02/10/2020
Could someone please clairfy.. I was told that when we redeem a customers voucher (thru GM Global) that is automatically paid to our dealership. Is this true? If not how do I go about getting it paid on GM Global? In this case a customer...
Clock Time - 03/13/2020
Can you have 1 clock punch time combine with customer pay. Example: I have recall for 0.3 time which is warranty plus customer pay oil change 0.8 time - I have one flag punch time of 1.1 on the Job Card, is that correct?...
ELECTRONIC EXCHANGE ADMIN ALLOWANCE - 01/16/2020
Good Morning Guys! So I have a customer who is out of warranty and we ran a PET to get her radio control assembly replaced. She did pay for part of the repair and I was wondering if we can still claim $45 admin allowance with the customer participati...
Forum - 10/02/2019
I agree. I am still confused even after reading reading the document. So do we cover the special policy after the customer warranty has expired. We have also been told not to override the PET. I do understand that we need to reimburse the customer if...
Special Coverage Policy - 10/01/2019
In this issue it stated that if a customer is outside mileage and time on a special coverage repair, the PET should be ran and that GM states that regardless of the results, dealers should not charge the customer for the repairs. I am totally confused....
Forum - 08/01/2019
Your warranty line is the only line that should have to have time stamps from the technicians along with good supporting documentation from them. The customer pay line does not have to have any time stamps since it was customer pay.
Forum - 03/15/2024
I'm not sure how it works at your Dealership. At mine, frequently the advisors write up as customer pay, then my lines get changed to warranty. Parts bills out as customer pay, advisor doesn't let parts know to change the prices to warranty, I submit,...
Forum - 11/30/2023
We never send a tow company. We have the customer call GM roadside if applicable, if not, we will give the customer the option to call his own tow company or provide them with the number to a local company we use. This will keep you from the liability...
Forum - 01/10/2024
... to be required for items that require approval prior to the repair, including the following: customer signature not available, warranty on dealer owned inventory, and add on operations. Authorizations that are required at the time of transaction submission,...
What Would You Do? - 11/23 - 10/25/2023
... the technician had to order the part for the warranty concern. The job card was closed and the customer left with the vehicle with instruction to return once the ordered part came in.Due to numerous delays, it took longer than anticipated for the new...
What Would You Do? - 02/24 - 01/29/2024
The customer concern statement on the part warranty transaction noted that a 2012 Chevrolet Silverado with 145,528 miles was brought into the dealership on a tow truck. The technician noted that the engine required replacement due to a bad crankshaft...
Forum - 02/03/2020
You cannot submit for disable on a customer vehicle. I complained to GM about this issue with the documentation but as usual this was translated from Chinese to English by someone who speaks Korean so it makes absolutely no sense. Just tell the customers...
Forum - 01/09/2019
... just subtract the oil change labor out and include that RO in the list? If there's a recall and a customer pay line where there's a zero amount for the customer pay line, is that included or excluded? Does the RO have to customer pay only with no internal,...
Forum - 11/27/2018
... Do NOT reopen the jobcard. You need to find out why all parts were replaced. The customer is experiencing "sticker shock" and has complained to the factory. Unless there was a manufacturer's defect on the parts, I am not understanding how...
Forum - 01/10/2019
Oil changes are excluded (refer to the Warranty-like repairs exclusion list with P&P Article 2.1.1). Included customer pay job cards should contain repairs for defects in materials or workmanship that would be covered under a new vehicle warranty...
What Would You Do - 10/18 - 09/25/2018
... by service management for change in financial responsibility. The line was originally written as customer pay and later changed to warranty after technician diagnosis. The dealership utilizes an electronic repair order system which includes electronic...
Forum - 07/20/2018
... administrator submitted the transactions with parts, labor, administrative allowance, and $100 in customer participation for the ELR and $150 for the Silverado (in both cases significantly less than the calculated pro-rate amount) with comments supporting...
Forum - 04/26/2018
Customer purchased batteries are not covered through GM warranty, the exchange is handled through the parts department. You shouldn't have anything to do with a parts warranty battery. Per aricle 2.8.7 in P&P Customer Purchased an ACDelco Battery The ...
Forum - 05/01/2018
... day period after the reprogramming event, dealers are to replace both struts at no charge to the customer in the interest of customer satisfaction. Dealers should submit a policy warranty transaction to cover this service. Depending on a dealer’s...
Forum - 05/01/2018
... day period after the reprogramming event, dealers are to replace both struts at no charge to the customer in the interest of customer satisfaction. Dealers should submit a policy warranty transaction to cover this service. Depending on a dealer’s...
Forum - 10/19/2021
... Transportation and Roadside Assistance Programs: Job Card Documentation: Record on customer-signed copy of the job card when a one-way shuttle, two-way shuttle, or rental is provided to the retail customer. Courtesy Transportation Warranty...
Forum - 07/06/2021
... PZEV or any California Emissions Warranty) Non-warranty Service Agent provided services, such as customer pay The Chevrolet Buick GMC Courtesy Transportation Program (CTP) or Cadillac Courtesy Transportation Alternative (CTA) program may have temporary...
Forum - 09/01/2020
Yeah, I've known that from P&P but have always thought if the customer scheduled an appt and our appt printout stated the concerns, that it wouldn't be an added op because the customer stated it on the appt. This statement from JL News...
Forum - 06/17/2022
... Only for consumer purchased parts does the 24/unlimited apply. So if the repair is under customer pay then the part would be under 24/unlimited. Also if it's replaced under policy due to being out of warranty and the customer doesn't participate...
Forum - 05/15/2023
... though. I don't care much for transportation claims either. As for the new procedure with customer pay rates with the policy repairs. The customer will be paying that difference. GM will still only pay what it would pay under the warranty rate...
What Would You Do? - 08/23 - 07/25/2023
... that the fuel pump module had failed and required replacement. The module was replaced and the customer was provided a copy of the Limited Lifetime Service Guarantee (LSG) for the component.In June 2023, the vehicle was brought into the service department...
What Would You Do - 07/17 - 06/19/2017
A warranty administrator submitted a transaction for the replacement of a flywheel on a 2013 Chevrolet Cruze. The customer had a concern with the engine shaking at idle and while driving. The technician checked the engine and transmission mounts, checked...
Forum - 12/26/2017
... original equipment battery is only warranted for the term of the Bumper-to-Bumper warranty. The customer is responsible for the replacement cost of the battery. The only exception is if the ACDelco battery is purchased as a retail transaction. ...
Re: 50/50 SPLIT - 10/26/2011
If the customer brings us the vehicle to replace the fuel level sender, we figure the repair as warranty with warranty labor and parts. Then in the customer participation, we put 1/2 of the total in and GM pays the other 1/2. If the customer already...
Re: recall for the heated wiper fluid - 06/16/2010
Our dealer principal was NOT happy he has to fork over $100 per customer prior to getting paid for this by GM (we have had between 5-15 people a day so far).... so he is having us verify the customer's mailing address, submit the claim and cutting a check...
Recall 09184 - 11/30/2010
... ~~~~~ We have been performing this recall for several months without much feedback from the customers. Yesterday I received a call from a customer asking if the Sensing & Diagnostic Module would be covered by GM since corrosion of his module led...
Dexos Oil - 12/22/2010
... Our dealership was required to purchase the dexos oil from GM and I'm sure there will be some customers that won't know this will affect their warranty coverage of the vehicle engine. I made the suggestion to our service manager that the sales staff...
AFTERMARKET ROTORS - 05/12/2009
... he read a bulletin that stated we can use aftermarket rotors if it is in the best interest of the customer, expediting the repair. He authorized installing one factory rotor & one aftermarket rotor on a 2007 Lucerne. Does anyone know anything about...
Quick Tip from Aug 2008 about Engine Dye question - 08/11/2009
... I have some questions: Can engine oil dye be claimed without a repair being made? For example, a customer comes in suspecting a leak & the technician cleans the engine & adds dye. The source of the leak has not been identified. The customer leaves with...
... the technician had to order the part for the warranty concern. The job card was closed and the customer left with the vehicle with instruction to return once the ordered part came in.Due to numerous delays, it took longer than anticipated for the new...
What Would You Do? - 02/24 - 01/29/2024
The customer concern statement on the part warranty transaction noted that a 2012 Chevrolet Silverado with 145,528 miles was brought into the dealership on a tow truck. The technician noted that the engine required replacement due to a bad crankshaft...
Forum - 02/03/2020
You cannot submit for disable on a customer vehicle. I complained to GM about this issue with the documentation but as usual this was translated from Chinese to English by someone who speaks Korean so it makes absolutely no sense. Just tell the customers...
Forum - 01/09/2019
... just subtract the oil change labor out and include that RO in the list? If there's a recall and a customer pay line where there's a zero amount for the customer pay line, is that included or excluded? Does the RO have to customer pay only with no internal,...
Forum - 11/27/2018
... Do NOT reopen the jobcard. You need to find out why all parts were replaced. The customer is experiencing "sticker shock" and has complained to the factory. Unless there was a manufacturer's defect on the parts, I am not understanding how...
Forum - 01/10/2019
Oil changes are excluded (refer to the Warranty-like repairs exclusion list with P&P Article 2.1.1). Included customer pay job cards should contain repairs for defects in materials or workmanship that would be covered under a new vehicle warranty...
What Would You Do - 10/18 - 09/25/2018
... by service management for change in financial responsibility. The line was originally written as customer pay and later changed to warranty after technician diagnosis. The dealership utilizes an electronic repair order system which includes electronic...
Forum - 07/20/2018
... administrator submitted the transactions with parts, labor, administrative allowance, and $100 in customer participation for the ELR and $150 for the Silverado (in both cases significantly less than the calculated pro-rate amount) with comments supporting...
Forum - 04/26/2018
Customer purchased batteries are not covered through GM warranty, the exchange is handled through the parts department. You shouldn't have anything to do with a parts warranty battery. Per aricle 2.8.7 in P&P Customer Purchased an ACDelco Battery The ...
Forum - 05/01/2018
... day period after the reprogramming event, dealers are to replace both struts at no charge to the customer in the interest of customer satisfaction. Dealers should submit a policy warranty transaction to cover this service. Depending on a dealer’s...
Forum - 05/01/2018
... day period after the reprogramming event, dealers are to replace both struts at no charge to the customer in the interest of customer satisfaction. Dealers should submit a policy warranty transaction to cover this service. Depending on a dealer’s...
Forum - 10/19/2021
... Transportation and Roadside Assistance Programs: Job Card Documentation: Record on customer-signed copy of the job card when a one-way shuttle, two-way shuttle, or rental is provided to the retail customer. Courtesy Transportation Warranty...
Forum - 07/06/2021
... PZEV or any California Emissions Warranty) Non-warranty Service Agent provided services, such as customer pay The Chevrolet Buick GMC Courtesy Transportation Program (CTP) or Cadillac Courtesy Transportation Alternative (CTA) program may have temporary...
Forum - 09/01/2020
Yeah, I've known that from P&P but have always thought if the customer scheduled an appt and our appt printout stated the concerns, that it wouldn't be an added op because the customer stated it on the appt. This statement from JL News...
Forum - 06/17/2022
... Only for consumer purchased parts does the 24/unlimited apply. So if the repair is under customer pay then the part would be under 24/unlimited. Also if it's replaced under policy due to being out of warranty and the customer doesn't participate...
Forum - 05/15/2023
... though. I don't care much for transportation claims either. As for the new procedure with customer pay rates with the policy repairs. The customer will be paying that difference. GM will still only pay what it would pay under the warranty rate...
What Would You Do? - 08/23 - 07/25/2023
... that the fuel pump module had failed and required replacement. The module was replaced and the customer was provided a copy of the Limited Lifetime Service Guarantee (LSG) for the component.In June 2023, the vehicle was brought into the service department...
What Would You Do - 07/17 - 06/19/2017
A warranty administrator submitted a transaction for the replacement of a flywheel on a 2013 Chevrolet Cruze. The customer had a concern with the engine shaking at idle and while driving. The technician checked the engine and transmission mounts, checked...
Forum - 12/26/2017
... original equipment battery is only warranted for the term of the Bumper-to-Bumper warranty. The customer is responsible for the replacement cost of the battery. The only exception is if the ACDelco battery is purchased as a retail transaction. ...
Re: 50/50 SPLIT - 10/26/2011
If the customer brings us the vehicle to replace the fuel level sender, we figure the repair as warranty with warranty labor and parts. Then in the customer participation, we put 1/2 of the total in and GM pays the other 1/2. If the customer already...
Re: recall for the heated wiper fluid - 06/16/2010
Our dealer principal was NOT happy he has to fork over $100 per customer prior to getting paid for this by GM (we have had between 5-15 people a day so far).... so he is having us verify the customer's mailing address, submit the claim and cutting a check...
Recall 09184 - 11/30/2010
... ~~~~~ We have been performing this recall for several months without much feedback from the customers. Yesterday I received a call from a customer asking if the Sensing & Diagnostic Module would be covered by GM since corrosion of his module led...
Dexos Oil - 12/22/2010
... Our dealership was required to purchase the dexos oil from GM and I'm sure there will be some customers that won't know this will affect their warranty coverage of the vehicle engine. I made the suggestion to our service manager that the sales staff...
AFTERMARKET ROTORS - 05/12/2009
... he read a bulletin that stated we can use aftermarket rotors if it is in the best interest of the customer, expediting the repair. He authorized installing one factory rotor & one aftermarket rotor on a 2007 Lucerne. Does anyone know anything about...
Quick Tip from Aug 2008 about Engine Dye question - 08/11/2009
... I have some questions: Can engine oil dye be claimed without a repair being made? For example, a customer comes in suspecting a leak & the technician cleans the engine & adds dye. The source of the leak has not been identified. The customer leaves with...
Re: Global Warranty Management - 01/22/2010
... question, we are on Reynolds & Reynolds system, to process a warranty claim for the new GWM any customer pay lines have to be entered also with labor op, claim type & all the good stuff? If so, what are you guys using for customer pay labor op? [/quote] I'm...
Re: GW QUESTION cause/complaint codes - 02/03/2010
... We have to reduce the labor amount to make our RO's reflect $20. The idea is that when these customers are "driven" into your shop & you do the inspection, you will generate enough other work to compensate for losing money on these LOF/ROTs. The...
Re: Global Warranty and ADP users - 03/08/2010
... it for warranty. If there is warranty on an RO our cashiers know to leave the RO open, even if the customer paid, they put the hard copy in my warranty box in their office. Most of the time I try to have warranty booked before the customer comes in if...
A Damsel In Distress - 02/06/2009
... and St. Louis. Everyone at our dealership watches for opportunities to go the extra mile for our customers. Our assistant service manager, Jon Staats, deserves an award for extraordinary customer service. A customer dropped off her ‘02 Lesabre for...
What Would You Do? 09/08 - 10/14/2008
A customer brings their vehicle into the service department with the concern of the service engine soon light on. After performing the diagnosis of the vehicle it was found that the MAP sensor needed to be replaced and a wire in the engine compartment...
Re: AC/DELCO BATTERY PARTS WARRANTY QUESTION - 06/26/2008
Policy & Procedure Article 1.5.11.7: Customer Purchased an ACDelco® Battery from Either a GM Dealer or an ACDelco Battery Distributor and a Subsequent Failure Occurs that Is Covered by the ACDelco Consumer Battery Warranty The GM Dealer is not to submit...
Forum - 09/19/2007
Labor operation Z7920 is the correct operation to use when reimbursing customer expenses for incidental loss of use, trip interruption, (max. $500). MWHITE is correct in required documentation necessary to support the use of the operation. Simply stating...
Re: GOODWRENCH LIMITED LIFETIME GUARANTEE - 03/17/2008
Rhonda, Should be able to do a claim type C. Warranty started when the customer purchased the fuel pump originally. Jodi
Re: GOODWRENCH LIMITED LIFETIME GUARANTEE - 03/18/2008
if you goodwilled with no customer participation. i dont think it has a lifetime warranty.
STEERING SHAFTS 02/08 - 02/14/2008
... SHAFTS -- I HAVE BEEN TOLD: IF A VEHICLE IS OUT OF 3/36 & INTO GMPP EXTENDED WARRANTY - IF A CUSTOMER COMES IN WITH STEERING SHAFT CONCERN ... WE CAN BILL THE CUSTOMERS DEDUCT TO GM ?? IF SO - HOW DO WE DO THIS, AND DO WE NEED SEPARATE LINES TO DO SO...
goodwill Special Policy - 01/16/2008
Here's a dandy! This needs to be "H" routed, but is special policy 07187, but just out on miles. The customer complained to Customer Assistance and also got the AVM involved and has GMPP. Would you submit claim as T5686 or N4180? Geez, choices, choic...
Re: Key Fobs - 02/18/2008
Or, you could wait unitl the vehicle is sold. Order the fobs and bill programming to vehicle after it's in the customer name.
Forum - 09/20/2007
Remember that if you do 50/50 split with the customer repair has to be charged out at warranty prices.
Forum - 09/19/2007
we do it if the mileage is below 10000 kms and if its over 10000 kms customer will be charged
Replacing Weatherstrips/Body Side Molding - 09/19/2007
In cases where a customer has just one complaint-example 'Customer states bodyside molding are coming loose' and the tech ends up replacing one molding on each door (each of which has a specific op code)-how do you submit that? Do you use just one op...
RECALL - 12/20/2007
CAN YOU CLAIM OLH WHEN DOING A RECALL IF THE CUSTOMER HAS ADDED AN AFTER MARKET ACCESSORY (ALARM SYSTEM) THAT YOU HAVE TO REMOVE OR WORK AROUND IN ORDER TO COMPLETE RECALL.
Re: RECALL - 12/27/2007
With aftermarket add-ons, we always make the customer pay whatever the olh would be in a situation like that.
Re: RECALL - 12/27/2007
With aftermarket add-ons, we always make the customer pay whatever the olh would be in a situation like that.
Re: COURTESY TRANSPORTATION - 07/01/2008
CHECK OUT THE P&P MANUAL, ART. 1.4.13, COURTESY TRANSPORTATION PROGRAMS. IT EXPLAINS THE REIMBURSEMENT AMOUNTS FOR RENTAL VEHICLES.
towing - 05/23/2008
is towing covered on customer paid parts failures? regardless of mileage or age of vehicle?
Re: Open Recalls - 04/14/2008
YES, WE FREQUENTLY ACCESS ALL OPEN VEHICLE RECALL REPORTS. POST CARDS ARE MAILED TO NOTIFY THOSE CUSTOMERS IN OUR LOCAL AREA.
Re: CUST SUPPLIED PART ON WARR CLAIM ?? - 09/18/2008
WE WOULD TRY AND GET THE CUSTOMER A REFUND FOR THE PART, BUT THEY NEED TO KNOW THAT GM MAY NOT PAY THE SAME AMOUNT FOR THAT PART.
Re: WIPERS - 08/26/2008
you can also reference P&P 1.2.2.6 Maintenance.think most of these would follow under a customer satisfaction issue.
Re: Body Leak Testing - 09/18/2008
No, the customer states that water comes in around the sun visor area, but even with pressurized spray on the vehicle did not duplicate any leaks. Customer experiences leaking when going through car washes, so it may be that our water pressure isn't...
Re: Body Leak Testing - 09/18/2008
... WITH DETAILS OF WHAT WAS DONE, GIVE THE TECH .5 AND TELL HIM TO BE THANKFUL FOR THAT MUCH. IF THE CUSTOMER COMES BACK WITH THE SAME COMPLAINT, I'D HAVE THE CUSTOMER TAKE THE SERVICE MANAGER ON A DRIVE THROUGH THE CAR WASH SO THEY CAN DEMONSTRATE TH...
... question, we are on Reynolds & Reynolds system, to process a warranty claim for the new GWM any customer pay lines have to be entered also with labor op, claim type & all the good stuff? If so, what are you guys using for customer pay labor op? [/quote] I'm...
Re: GW QUESTION cause/complaint codes - 02/03/2010
... We have to reduce the labor amount to make our RO's reflect $20. The idea is that when these customers are "driven" into your shop & you do the inspection, you will generate enough other work to compensate for losing money on these LOF/ROTs. The...
Re: Global Warranty and ADP users - 03/08/2010
... it for warranty. If there is warranty on an RO our cashiers know to leave the RO open, even if the customer paid, they put the hard copy in my warranty box in their office. Most of the time I try to have warranty booked before the customer comes in if...
A Damsel In Distress - 02/06/2009
... and St. Louis. Everyone at our dealership watches for opportunities to go the extra mile for our customers. Our assistant service manager, Jon Staats, deserves an award for extraordinary customer service. A customer dropped off her ‘02 Lesabre for...
What Would You Do? 09/08 - 10/14/2008
A customer brings their vehicle into the service department with the concern of the service engine soon light on. After performing the diagnosis of the vehicle it was found that the MAP sensor needed to be replaced and a wire in the engine compartment...
Re: AC/DELCO BATTERY PARTS WARRANTY QUESTION - 06/26/2008
Policy & Procedure Article 1.5.11.7: Customer Purchased an ACDelco® Battery from Either a GM Dealer or an ACDelco Battery Distributor and a Subsequent Failure Occurs that Is Covered by the ACDelco Consumer Battery Warranty The GM Dealer is not to submit...
Forum - 09/19/2007
Labor operation Z7920 is the correct operation to use when reimbursing customer expenses for incidental loss of use, trip interruption, (max. $500). MWHITE is correct in required documentation necessary to support the use of the operation. Simply stating...
Re: GOODWRENCH LIMITED LIFETIME GUARANTEE - 03/17/2008
Rhonda, Should be able to do a claim type C. Warranty started when the customer purchased the fuel pump originally. Jodi
Re: GOODWRENCH LIMITED LIFETIME GUARANTEE - 03/18/2008
if you goodwilled with no customer participation. i dont think it has a lifetime warranty.
STEERING SHAFTS 02/08 - 02/14/2008
... SHAFTS -- I HAVE BEEN TOLD: IF A VEHICLE IS OUT OF 3/36 & INTO GMPP EXTENDED WARRANTY - IF A CUSTOMER COMES IN WITH STEERING SHAFT CONCERN ... WE CAN BILL THE CUSTOMERS DEDUCT TO GM ?? IF SO - HOW DO WE DO THIS, AND DO WE NEED SEPARATE LINES TO DO SO...
goodwill Special Policy - 01/16/2008
Here's a dandy! This needs to be "H" routed, but is special policy 07187, but just out on miles. The customer complained to Customer Assistance and also got the AVM involved and has GMPP. Would you submit claim as T5686 or N4180? Geez, choices, choic...
Re: Key Fobs - 02/18/2008
Or, you could wait unitl the vehicle is sold. Order the fobs and bill programming to vehicle after it's in the customer name.
Forum - 09/20/2007
Remember that if you do 50/50 split with the customer repair has to be charged out at warranty prices.
Forum - 09/19/2007
we do it if the mileage is below 10000 kms and if its over 10000 kms customer will be charged
Replacing Weatherstrips/Body Side Molding - 09/19/2007
In cases where a customer has just one complaint-example 'Customer states bodyside molding are coming loose' and the tech ends up replacing one molding on each door (each of which has a specific op code)-how do you submit that? Do you use just one op...
RECALL - 12/20/2007
CAN YOU CLAIM OLH WHEN DOING A RECALL IF THE CUSTOMER HAS ADDED AN AFTER MARKET ACCESSORY (ALARM SYSTEM) THAT YOU HAVE TO REMOVE OR WORK AROUND IN ORDER TO COMPLETE RECALL.
Re: RECALL - 12/27/2007
With aftermarket add-ons, we always make the customer pay whatever the olh would be in a situation like that.
Re: RECALL - 12/27/2007
With aftermarket add-ons, we always make the customer pay whatever the olh would be in a situation like that.
Re: COURTESY TRANSPORTATION - 07/01/2008
CHECK OUT THE P&P MANUAL, ART. 1.4.13, COURTESY TRANSPORTATION PROGRAMS. IT EXPLAINS THE REIMBURSEMENT AMOUNTS FOR RENTAL VEHICLES.
towing - 05/23/2008
is towing covered on customer paid parts failures? regardless of mileage or age of vehicle?
Re: Open Recalls - 04/14/2008
YES, WE FREQUENTLY ACCESS ALL OPEN VEHICLE RECALL REPORTS. POST CARDS ARE MAILED TO NOTIFY THOSE CUSTOMERS IN OUR LOCAL AREA.
Re: CUST SUPPLIED PART ON WARR CLAIM ?? - 09/18/2008
WE WOULD TRY AND GET THE CUSTOMER A REFUND FOR THE PART, BUT THEY NEED TO KNOW THAT GM MAY NOT PAY THE SAME AMOUNT FOR THAT PART.
Re: WIPERS - 08/26/2008
you can also reference P&P 1.2.2.6 Maintenance.think most of these would follow under a customer satisfaction issue.
Re: Body Leak Testing - 09/18/2008
No, the customer states that water comes in around the sun visor area, but even with pressurized spray on the vehicle did not duplicate any leaks. Customer experiences leaking when going through car washes, so it may be that our water pressure isn't...
Re: Body Leak Testing - 09/18/2008
... WITH DETAILS OF WHAT WAS DONE, GIVE THE TECH .5 AND TELL HIM TO BE THANKFUL FOR THAT MUCH. IF THE CUSTOMER COMES BACK WITH THE SAME COMPLAINT, I'D HAVE THE CUSTOMER TAKE THE SERVICE MANAGER ON A DRIVE THROUGH THE CAR WASH SO THEY CAN DEMONSTRATE TH...
OPTION CODE VAT - DEALER INSTALLED CHROME GRILLE - 10/06/2008
... for the factory installed version? It is not related to th GM Accessories VPO/LPO Programs: Reimbursement for dealer labor TSB 08-00-89-005B. This is noted on the vehicle build section in VISS as "replaces factory grille; dlr installed". Any help...
Re: OPTION CODE VAT - DEALER INSTALLED CHROME GRILLE - 10/06/2008
... / Service / Service Operations / Service Operations / G_0000012187. It has all the codes and reimbursement amounts. They are calculated at $70.00/hr. for all dealers....
Re: GOODWILL WARRANTY WITH CUST PAY - 10/07/2008
NET AMOUNT WOULD REFLECT TOTAL LESS THAN WHAT CUSTOMER PAID. I WOULD THEN H-ROUTE BREAK DOWN TO AVM.
WARRANTY QUIZ - 07/09/2008
NEED HELP! HAS ANYONE TAKEN THE WARR. QUIZ FROM JUNE 2008 WARRANTY NEW LETTER? QUESTION 4 SAYS, "THE RENTAL REIMBURSEMENT RATE FOR THE PONTIAC G6 IS $37.00" TRUE OR FALSE. I ANSWERED TRUE AND GOT IT WRONG. DON'T UNDERSTAND WHY I AM WRONG. THANKS FOR...
Re: Tire Claim - 07/15/2008
General Ameri GS60's- when I got the tires ready to ship I had a hard time believing the customer didn't have some kind of pull or vibration based on the condition of the tires. The technician explained that due to the direction of camber & toe all the...
Re: Open Recalls - 08/15/2008
Do you send a post card to the customers and if so, where do you get your post cards printed?
Re: Rental Cars - 10/20/2008
... however p&p says rentals are reimbursed at $42.00 a day for enterprise or dealer owner. FROM P&P: Reimbursement for a Rental Vehicle (except Cadillac/Hummer) - When an eligible vehicle is unavailable due to overnight warranty repairs, a rental vehicle...
What Would You Do? 11/08 - 11/18/2008
A customer comes to the dealership requesting a new navigation disc, as it was missing at the time of delivery. The service consultant reviewed the VIP and found that the vehicle was purchased used and not from your dealership. How should the dealership...
Re: TAIL LAMP CIRCUIT BOARD (LABOR OP ????) - 11/20/2008
I FOUND THIS BULLETIN IT MAY HELP DEPENDING ON THE CUSTOMER CONCERN. #00-08-42-007C: Stop/Tail Lamp(s) Inoperative or Intermittent and/or Water in Lamp (Replace Circuit Board/Gasket and/or Lamp Assembly) - (Aug 24, 2004) CUSTOMER CONCERN: ***Some customers...
Re: DUAL HEADREST DVD - 12/11/2008
We also did one - took two techs about 2 hours to do it. I still haven't seen a reimbursement thru our open parts account. How does that work to get the $$? Do you have to submit something, etc. I don't think my parts manager knows either. Our techs...
What is the correct procedure? - 02/10/2009
Customer complaint=hazard switch inop. Vehicle out of warranty. Ordered part & Tech installed. When going to transfer a button from original switch to new, discovered unable to do so, & new part was missing the button. Essentially the first switch ...
Re: What is the correct procedure? - 02/10/2009
YOU NEED A SEPERATE RO FOR THE DEFECTIVE REPLACEMENT. THE CUSTOMER NEEDS TO PAY THE FIRST RO. SUBMIT THE SECOND RO AS PARTS WARRANTY, REFERRING TO THE FIRST RO, DATE AND MILES AND IT SHOULD BE PAID WITH NO TROUBLE. JUST STATE IN YOUR STORY THAT THE...
Re: Engine Warranty Question - 01/15/2009
[quote] Mark: Is the customer paying for any of the repair-deductible or labor or anything? Is this a parts warranty to start with? All changes the coverage. [/quote] Yes, the customer will be paying a $100 deductible, and is NOT part warranty. Original...
A Reported Abduction - 01/23/2009
This really happened at a previous dealership that I worked at several years ago. We had a customer who complained of a noise in the trunk. Well, after several road tests with the customer, we still couldn't hear the noise. On the last trip to the dealership,...
Re: Same RO, 2 repair attempts - 03/04/2009
... here only it was keeping ro's open while waiting for special order parts, then waiting for the customer to get the vehicle here, it turned into quite a mess. Our new policy here is, if the customer leaves with the vehicle, the ro is closed. It gives...
Re: WHERE CAN I FIND ??? - 02/24/2009
If they can not remove the CD to send back check this bulletin: 05-08-44-024. Gives labor op Z1241 and claim info for reimbursement of CD's, DVD's, etc.
Re: HAS THIS HAPPENED TO ANYONE ELSE? - 02/20/2009
There are a few recalls where it's a simple fix and they have sent the part and repair instructions to the customer, but do give an allowance that if the customer does not want to put it in, dealership can install and claim. For an example see recall#...
Re: HAS THIS HAPPENED TO ANYONE ELSE? - 02/20/2009
BUT IF YOU DON'T FILE THE CLAIM ON IT, HOW CAN YOU REMOVE IT FROM THE VIS TO PREVENT CONTINUED CONTACT WITH THE CUSTOMER ABOUT AN OPEN RECALL.
Re: GWM-DETAILED DESCRIPTION OF COMPLAINT CODES ??? - 03/09/2010
You have to have your customer complaint, cause and correction typed on the correct lines. It will stop you.
Re: PONTIAC PREFERRED OIL CHANGES-SYNTHETIC - 03/22/2010
I would have issues with is also. The bulletin states "no charge to the customer".
Re: Part amount does not meet minimum/maximum requirement - 03/29/2010
On dealer installed accessories I never bill out a part. Did the grille come pre-shipped or did your parts department have to order it? If pre-shipped, do not ask for reimbursement.
Re: DEALER INSTALLED GM ACCESSORIES - 05/04/2010
My question is: What is the warranty on the GM accessories the customer pays for at the time they purchase the vehicle.
Re: Rejected claim resolutions elusive... - 04/29/2010
I need help. I have submitted claim for Recall 10023a. The line 1 paid line 2 for floor plan reimbursement was denied for code 173. Field action 1 has already been performed on the veh. I have two vehs the same reject. What is wrong?
Re: 1993 CORVETTE - DISTRIBUTOR ISSUE - 05/03/2010
I THINK IT HAS TO HAVE BEEN INSTALLED BY ANOTHER GM DEALER FOR IT TO FALL UNDER THAT WARRANTY...IM THINKING YOUR GONNA HAVE TO HAVE THE CUSTOMER PAY FOR THE REPAIR
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/10/2010
I just had a customer bring in one of these coupons for her Chevy! Looks like all GM now has these coupons?
... for the factory installed version? It is not related to th GM Accessories VPO/LPO Programs: Reimbursement for dealer labor TSB 08-00-89-005B. This is noted on the vehicle build section in VISS as "replaces factory grille; dlr installed". Any help...
Re: OPTION CODE VAT - DEALER INSTALLED CHROME GRILLE - 10/06/2008
... / Service / Service Operations / Service Operations / G_0000012187. It has all the codes and reimbursement amounts. They are calculated at $70.00/hr. for all dealers....
Re: GOODWILL WARRANTY WITH CUST PAY - 10/07/2008
NET AMOUNT WOULD REFLECT TOTAL LESS THAN WHAT CUSTOMER PAID. I WOULD THEN H-ROUTE BREAK DOWN TO AVM.
WARRANTY QUIZ - 07/09/2008
NEED HELP! HAS ANYONE TAKEN THE WARR. QUIZ FROM JUNE 2008 WARRANTY NEW LETTER? QUESTION 4 SAYS, "THE RENTAL REIMBURSEMENT RATE FOR THE PONTIAC G6 IS $37.00" TRUE OR FALSE. I ANSWERED TRUE AND GOT IT WRONG. DON'T UNDERSTAND WHY I AM WRONG. THANKS FOR...
Re: Tire Claim - 07/15/2008
General Ameri GS60's- when I got the tires ready to ship I had a hard time believing the customer didn't have some kind of pull or vibration based on the condition of the tires. The technician explained that due to the direction of camber & toe all the...
Re: Open Recalls - 08/15/2008
Do you send a post card to the customers and if so, where do you get your post cards printed?
Re: Rental Cars - 10/20/2008
... however p&p says rentals are reimbursed at $42.00 a day for enterprise or dealer owner. FROM P&P: Reimbursement for a Rental Vehicle (except Cadillac/Hummer) - When an eligible vehicle is unavailable due to overnight warranty repairs, a rental vehicle...
What Would You Do? 11/08 - 11/18/2008
A customer comes to the dealership requesting a new navigation disc, as it was missing at the time of delivery. The service consultant reviewed the VIP and found that the vehicle was purchased used and not from your dealership. How should the dealership...
Re: TAIL LAMP CIRCUIT BOARD (LABOR OP ????) - 11/20/2008
I FOUND THIS BULLETIN IT MAY HELP DEPENDING ON THE CUSTOMER CONCERN. #00-08-42-007C: Stop/Tail Lamp(s) Inoperative or Intermittent and/or Water in Lamp (Replace Circuit Board/Gasket and/or Lamp Assembly) - (Aug 24, 2004) CUSTOMER CONCERN: ***Some customers...
Re: DUAL HEADREST DVD - 12/11/2008
We also did one - took two techs about 2 hours to do it. I still haven't seen a reimbursement thru our open parts account. How does that work to get the $$? Do you have to submit something, etc. I don't think my parts manager knows either. Our techs...
What is the correct procedure? - 02/10/2009
Customer complaint=hazard switch inop. Vehicle out of warranty. Ordered part & Tech installed. When going to transfer a button from original switch to new, discovered unable to do so, & new part was missing the button. Essentially the first switch ...
Re: What is the correct procedure? - 02/10/2009
YOU NEED A SEPERATE RO FOR THE DEFECTIVE REPLACEMENT. THE CUSTOMER NEEDS TO PAY THE FIRST RO. SUBMIT THE SECOND RO AS PARTS WARRANTY, REFERRING TO THE FIRST RO, DATE AND MILES AND IT SHOULD BE PAID WITH NO TROUBLE. JUST STATE IN YOUR STORY THAT THE...
Re: Engine Warranty Question - 01/15/2009
[quote] Mark: Is the customer paying for any of the repair-deductible or labor or anything? Is this a parts warranty to start with? All changes the coverage. [/quote] Yes, the customer will be paying a $100 deductible, and is NOT part warranty. Original...
A Reported Abduction - 01/23/2009
This really happened at a previous dealership that I worked at several years ago. We had a customer who complained of a noise in the trunk. Well, after several road tests with the customer, we still couldn't hear the noise. On the last trip to the dealership,...
Re: Same RO, 2 repair attempts - 03/04/2009
... here only it was keeping ro's open while waiting for special order parts, then waiting for the customer to get the vehicle here, it turned into quite a mess. Our new policy here is, if the customer leaves with the vehicle, the ro is closed. It gives...
Re: WHERE CAN I FIND ??? - 02/24/2009
If they can not remove the CD to send back check this bulletin: 05-08-44-024. Gives labor op Z1241 and claim info for reimbursement of CD's, DVD's, etc.
Re: HAS THIS HAPPENED TO ANYONE ELSE? - 02/20/2009
There are a few recalls where it's a simple fix and they have sent the part and repair instructions to the customer, but do give an allowance that if the customer does not want to put it in, dealership can install and claim. For an example see recall#...
Re: HAS THIS HAPPENED TO ANYONE ELSE? - 02/20/2009
BUT IF YOU DON'T FILE THE CLAIM ON IT, HOW CAN YOU REMOVE IT FROM THE VIS TO PREVENT CONTINUED CONTACT WITH THE CUSTOMER ABOUT AN OPEN RECALL.
Re: GWM-DETAILED DESCRIPTION OF COMPLAINT CODES ??? - 03/09/2010
You have to have your customer complaint, cause and correction typed on the correct lines. It will stop you.
Re: PONTIAC PREFERRED OIL CHANGES-SYNTHETIC - 03/22/2010
I would have issues with is also. The bulletin states "no charge to the customer".
Re: Part amount does not meet minimum/maximum requirement - 03/29/2010
On dealer installed accessories I never bill out a part. Did the grille come pre-shipped or did your parts department have to order it? If pre-shipped, do not ask for reimbursement.
Re: DEALER INSTALLED GM ACCESSORIES - 05/04/2010
My question is: What is the warranty on the GM accessories the customer pays for at the time they purchase the vehicle.
Re: Rejected claim resolutions elusive... - 04/29/2010
I need help. I have submitted claim for Recall 10023a. The line 1 paid line 2 for floor plan reimbursement was denied for code 173. Field action 1 has already been performed on the veh. I have two vehs the same reject. What is wrong?
Re: 1993 CORVETTE - DISTRIBUTOR ISSUE - 05/03/2010
I THINK IT HAS TO HAVE BEEN INSTALLED BY ANOTHER GM DEALER FOR IT TO FALL UNDER THAT WARRANTY...IM THINKING YOUR GONNA HAVE TO HAVE THE CUSTOMER PAY FOR THE REPAIR
Re: SATURN PROMOTION FOR 4 FREE OIL CHANGE SERVICES, QUESTION??? - 05/10/2010
I just had a customer bring in one of these coupons for her Chevy! Looks like all GM now has these coupons?
Re: PRE-GWM RENTAL REJECT RESUBMISSION ??? - 03/11/2010
MARK - YOU HAVE THE SCENARIO CORRECT, BUT ON OUR RO'S - WE WRITE A SEPARATE LINE TO SHOW THE CUSTOMER HAS A RENTAL --- HOW DO YOU ACKNOWLEDGE YOU RENTALS ON RO'S
Re: GW QUESTION cause/complaint codes - 01/27/2010
Agree completely on the "losing big time" on these! Great for the customers, bad for us all!
Re: Global Warranty Management - 01/22/2010
I have not had to claim customer pay. I just claimed my warranty with no problems
Re: Global Warranty Management - 01/22/2010
Every job card that has customer pay and warranty pay on the same invoice has lines when claiming warranty that I have to input something to get by.
Re: LIFT KIT R AND R TO REPAIR VEHICLE - 03/02/2010
Same here....We charge the customer for any labor incurred to R&R anything that interfers in a repair or recall. If the a/m part was causal, it's now customer pay all the way.
What We Don't Know......... - 10/31/2009
We had a customer come in after going to an independent shop. The mechanic there told him there was a special policy on his diesel injectors and he could get them replaced for free. He is friendly and informative with the service adviser at check in....
Yet Another Part Warranty Question - 11/10/2009
1997 Camaro with a no start concern, smells fuel. Tech found fuel pump failed & had been replaced by the customer in 2003 with a lifetime part. Tech had to cut off stabilizer links to lower tank & also fuel line broke during the removal of the tank....
Re: Yet Another Part Warranty Question - 11/10/2009
I WOULD THINK THE CUSTOMER WOULD HAVE TO ABSORB THE EXTRA IF IT ISNT NORMALLY THE PROCEDURE FOR THAT PART REPLACEMENT
Re: Another fuel question - 06/18/2009
I WOULDN'T TRY FOR IT. FUEL WOULD BE A CUSTOMER PAY ITEM.
Re: Another fuel question - 06/18/2009
[quote] Becky H: FUEL WOULD BE A CUSTOMER PAY ITEM. [/quote] Even if it were to verify a customer concern that they couldn't put fuel into the vehicle?
Re: Serta Transmission Warranty - 07/20/2009
In P & P article 1.1.3.2.1 has the warranty information and paperwork to give to customer.
Re: Another fuel question - 06/26/2009
GM would rather satisfy a customer with $10 in fuel than have them leave your dealership on an unpleasant note.
07187C: Special Coverage Adjustment - Instrument Panel Cluster Gauge Needle Function - 08/11/2009
... for this special coverage adjustment when the mileage is over 70K. I know we provide the IPC, the customer pays for labor and we are responsible for returning the defective IPC. Do I submit a claim to GM for the $25 IPC handling allowance? What opcodes/failcodes...
Re: ANY HYUNDAI PEOPLE OUT THERE I HAVE A QUESTION ABOUT THIS FREE OIL FILTER PROGRAM - 05/08/2009
This is not a warranty reimbursable program. The dealer may contact their DPSM to possibly mail the coupons in for reimbursement. (information from the Hyundai Warranty Hotline)
Re: Recall Policies & Procedures question - 05/20/2009
... the internet. Recalls pay two ways, they pay the dealer for doing the work or they reimburse the customer for work done prior to the recall. I would have the aftermarket advise the customer to bring the vehicle in for the repairs. You technically don't...
WHY SEALS AND GASKETS ARE NOT WARRANTY(B AND N CLAIMS) - 04/22/2009
... seals were replaced at another dealer in another state 8 months/3k miles ago. We explained to the customer that seals were not warrantied. He called the other dealer whose service manager called their DVM and their DVM said to h-route it to our DVM....
Re: CLARIFICATION: HOW WOULD YOU HANDLE ?? - 04/23/2009
THE CUSTOMER CAME TO PICK UP - BUT VEHICLE NEVER ACTUALLY LEFT DEALERSHIP !!! BASICALLY STILL HAD RELATED CONCERN
What constitutes tampering? - 01/04/2011
Had a customer call with a 2006 GMC Sierra, 56K. Said that they had a check engine light on, took it to an independent shop. They sublet it to another local GM dealer who diagnosed it as failed catalytic converter. They promptly declined the repair...
Complimentary Maintenance letter labor op ??? - 02/17/2011
Have a complimentary maintenance letter from cust asst for a $200 discount from 2008 - the labor op to use for reimbursement was Z7410 which doesnt seem to work now..... where can I find what labor op to use ???
What are your dealership’s operating hours? - 06/07/2010
... afternoon I wouldn't have believed it if I hadn't stopped to see it. There were at least 80 customers in the showrooms alone. Combined with the 20 or so staff members onsite, it looked like one heck of a day to sell cars. I called that store the next...
Re: recall for the heated wiper fluid - 06/14/2010
i submitted one in our used car inventory this mornin and we also have a customers vehicle in the shop we have to cut then a check...
Re: RECALL 10038 SAW AND SANDER - 07/30/2010
... the recall? Seems to me when we had the Vibe recall for the accelerator pedal we had to put the reimbursement for floorplan in first, then the recall.... maybe any extras have to go in first?...
Re: Warranty Rental VIN - 09/02/2010
... to close out the paperwork. But with the ARMS system we can at least see th vin that they put the customer into. Our problem is that they want to put our customers in anything but a GM. If that happens they eat their own rental because we refuse to pay...
Re: srta trans warranty - 09/20/2010
I would say part only. Unless a GM dealer installed it the customer is on the hook for the labor
NAV DISC - 03/23/2011
WE REPLACED A NAV DISC FOR A CUSTOMER.BUT WHEN I RUN R0761 AND PART NUMBER 20945286 SAYS MATERIAL NOT FOUND.IS THERE SOMETHING IM MISSING? INFO PLEASE
MARK - YOU HAVE THE SCENARIO CORRECT, BUT ON OUR RO'S - WE WRITE A SEPARATE LINE TO SHOW THE CUSTOMER HAS A RENTAL --- HOW DO YOU ACKNOWLEDGE YOU RENTALS ON RO'S
Re: GW QUESTION cause/complaint codes - 01/27/2010
Agree completely on the "losing big time" on these! Great for the customers, bad for us all!
Re: Global Warranty Management - 01/22/2010
I have not had to claim customer pay. I just claimed my warranty with no problems
Re: Global Warranty Management - 01/22/2010
Every job card that has customer pay and warranty pay on the same invoice has lines when claiming warranty that I have to input something to get by.
Re: LIFT KIT R AND R TO REPAIR VEHICLE - 03/02/2010
Same here....We charge the customer for any labor incurred to R&R anything that interfers in a repair or recall. If the a/m part was causal, it's now customer pay all the way.
What We Don't Know......... - 10/31/2009
We had a customer come in after going to an independent shop. The mechanic there told him there was a special policy on his diesel injectors and he could get them replaced for free. He is friendly and informative with the service adviser at check in....
Yet Another Part Warranty Question - 11/10/2009
1997 Camaro with a no start concern, smells fuel. Tech found fuel pump failed & had been replaced by the customer in 2003 with a lifetime part. Tech had to cut off stabilizer links to lower tank & also fuel line broke during the removal of the tank....
Re: Yet Another Part Warranty Question - 11/10/2009
I WOULD THINK THE CUSTOMER WOULD HAVE TO ABSORB THE EXTRA IF IT ISNT NORMALLY THE PROCEDURE FOR THAT PART REPLACEMENT
Re: Another fuel question - 06/18/2009
I WOULDN'T TRY FOR IT. FUEL WOULD BE A CUSTOMER PAY ITEM.
Re: Another fuel question - 06/18/2009
[quote] Becky H: FUEL WOULD BE A CUSTOMER PAY ITEM. [/quote] Even if it were to verify a customer concern that they couldn't put fuel into the vehicle?
Re: Serta Transmission Warranty - 07/20/2009
In P & P article 1.1.3.2.1 has the warranty information and paperwork to give to customer.
Re: Another fuel question - 06/26/2009
GM would rather satisfy a customer with $10 in fuel than have them leave your dealership on an unpleasant note.
07187C: Special Coverage Adjustment - Instrument Panel Cluster Gauge Needle Function - 08/11/2009
... for this special coverage adjustment when the mileage is over 70K. I know we provide the IPC, the customer pays for labor and we are responsible for returning the defective IPC. Do I submit a claim to GM for the $25 IPC handling allowance? What opcodes/failcodes...
Re: ANY HYUNDAI PEOPLE OUT THERE I HAVE A QUESTION ABOUT THIS FREE OIL FILTER PROGRAM - 05/08/2009
This is not a warranty reimbursable program. The dealer may contact their DPSM to possibly mail the coupons in for reimbursement. (information from the Hyundai Warranty Hotline)
Re: Recall Policies & Procedures question - 05/20/2009
... the internet. Recalls pay two ways, they pay the dealer for doing the work or they reimburse the customer for work done prior to the recall. I would have the aftermarket advise the customer to bring the vehicle in for the repairs. You technically don't...
WHY SEALS AND GASKETS ARE NOT WARRANTY(B AND N CLAIMS) - 04/22/2009
... seals were replaced at another dealer in another state 8 months/3k miles ago. We explained to the customer that seals were not warrantied. He called the other dealer whose service manager called their DVM and their DVM said to h-route it to our DVM....
Re: CLARIFICATION: HOW WOULD YOU HANDLE ?? - 04/23/2009
THE CUSTOMER CAME TO PICK UP - BUT VEHICLE NEVER ACTUALLY LEFT DEALERSHIP !!! BASICALLY STILL HAD RELATED CONCERN
What constitutes tampering? - 01/04/2011
Had a customer call with a 2006 GMC Sierra, 56K. Said that they had a check engine light on, took it to an independent shop. They sublet it to another local GM dealer who diagnosed it as failed catalytic converter. They promptly declined the repair...
Complimentary Maintenance letter labor op ??? - 02/17/2011
Have a complimentary maintenance letter from cust asst for a $200 discount from 2008 - the labor op to use for reimbursement was Z7410 which doesnt seem to work now..... where can I find what labor op to use ???
What are your dealership’s operating hours? - 06/07/2010
... afternoon I wouldn't have believed it if I hadn't stopped to see it. There were at least 80 customers in the showrooms alone. Combined with the 20 or so staff members onsite, it looked like one heck of a day to sell cars. I called that store the next...
Re: recall for the heated wiper fluid - 06/14/2010
i submitted one in our used car inventory this mornin and we also have a customers vehicle in the shop we have to cut then a check...
Re: RECALL 10038 SAW AND SANDER - 07/30/2010
... the recall? Seems to me when we had the Vibe recall for the accelerator pedal we had to put the reimbursement for floorplan in first, then the recall.... maybe any extras have to go in first?...
Re: Warranty Rental VIN - 09/02/2010
... to close out the paperwork. But with the ARMS system we can at least see th vin that they put the customer into. Our problem is that they want to put our customers in anything but a GM. If that happens they eat their own rental because we refuse to pay...
Re: srta trans warranty - 09/20/2010
I would say part only. Unless a GM dealer installed it the customer is on the hook for the labor
NAV DISC - 03/23/2011
WE REPLACED A NAV DISC FOR A CUSTOMER.BUT WHEN I RUN R0761 AND PART NUMBER 20945286 SAYS MATERIAL NOT FOUND.IS THERE SOMETHING IM MISSING? INFO PLEASE
Re: NAV DISC - 03/23/2011
[quote] JMEREDITH1099: WE REPLACED A NAV DISC FOR A CUSTOMER.BUT WHEN I RUN R0761 AND PART NUMBER 20945286 SAYS MATERIAL NOT FOUND.IS THERE SOMETHING IM MISSING? INFO PLEASE [/quote]Is it an electronic exchange component? If so no need to submit part...
Re: part pick up fm another dealer for a used vehicle - 04/13/2011
i knew gm doesnt pay to recondition a used vehicle.just had questions about the parts pick up issue since its a stock vehicle and not a customer's vehicle...
Re: SPECIAL COVERAGE #10054 - 09/07/2011
I just got my first one where we have to cut the customer a check...I figured the 50% on warranty labor time, warranty part cost AND tax the customer paid. Put it all in net and paid right away.
Re: labor op code - 07/08/2011
Need specifics. Which transaction type did you use? What was the reimbursement amount? Which net item field did you use?
Re: ZSET REJECT - 06/16/2011
From the reject it sounds like it was supposed to be a PDI add and not a customer pay item "A DEALER INSTALLED OPTION WAS FOUND FOR LABOUR CODE I9255". I'd check Vehicle Build and see if it's listed as a dealer installed accessory. If it is then the...
Re: OVER COUNTER TRANSMISSION / LABOR OP VS COMP CODE - 05/25/2011
have you tried 0342 trans shifting or 0343 trans noise..or 0344 leaks, what was the reason why the customer brought the transmission back??
Re: DIESEL COVERAGE W/DEDUCT PAID BY GMPP - 06/15/2011
GMPP will cover the customers diesel deductible if it is an eligible GMPP repair. As for submission I think I'd make a seperate line for the deductible. Set up the Warrany line just like you would if the customer was paying the deductible to take off...
Re: 50/50 SPLIT - 10/26/2011
If the customer brings us the vehicle to replace the fuel level sender, we figure the repair as warranty with warranty labor and parts. Then in the customer participation, we put 1/2 of the total in and GM pays the other 1/2. Thats what i thought.T...
50/50 SPLIT - 10/25/2011
On the Special Coverage 10054 Fuel level sensor,How do you come up with total.Is the total from warranty or customer pay.I think that we are doing this wrong.
Re: CBG PRE-OWNED LIMITED - 12/23/2011
Right?? Thanks GM for making more customers upset about this!
Re: PDI floor mats not shipped with vehicle - 12/30/2011
yes see customer satisfaction program 11275..see October 2011 newsletter page 7 and 8 ..hope this helps you
Re: Special Policy 10054 - 05/23/2012
FYI-Spoke to our District Rep, he says NO extra parts are allowed. Any other parts are the customer's responsibility.
Re: OP CODES LIST - 03/27/2012
Are you referring to the standardized list GM wants everyone to use for customer pay work or are you looking for Warranty labor ops?
Re: Dexos credit submissions - 02/01/2013
I found the information on the DEC 2012 J & L Warranty Newsletter. You can only go back less than 60 days to claim these reimbursements and the program ended Dec 31, 2012.
Re: Goodwill on GM Certified Pre-Owned? - 08/21/2012
I'll have to check to see what service wants to do again. They are very good customers and have purchased several vehicles from us.
Re: What would you do? - 07/20/2012
... during their visit. However, they are right in that ALL job card types must be time punched. Customer pay, internal, warranty....anything that gets worked on need time punches. We just had a shop meeting and again reminded all techs to time punch everything,...
Re: Parts Warranty - 02/28/2014
Just to make sure I get this right: If we replaced a part (power steering pump 3/4/13) on a customers car ( 08' w/91608 miles) and the customer returns 2/27/14 and we have to replace that part again. Does the part have a 12mth/unlimited miles warranty...
Pyramid Repair? or three separate claims - 01/21/2013
... seen a document in the last few days outlining the proper way to submit,but now I can't find it. Customer came in with complaint "drivers seat heater shuts off. tech first had to replace the memory seat module due to a short to be able to diag the seat...
Re: PDI EXTRAS? - 07/22/2015
... like we do when we file 0590072 for pdi not paid??? I'm interesting in getting all legitimate reimbursements from GM. Any details are greatly appreciated :)...
Certified Services beyond mileage limit - 08/10/2015
... after the mileage limit? For some reason I feel like that was not allowed. Or is it just reimbursements that aren't allowed? I can't find anything about authorizing them. We have one that's over by about 200 miles from the expiration but they're...
Re: 2015 and 2 Year Maintenance - 03/19/2015
If I am not mistaken the customers have to sign up for this when they buy the vehicle...
Re: CAC/BRC CCL - Comprehesive (In IVH under applicable warranties) - 12/05/2014
... Bulletin (11-00-89-005H). Component Coverage Letters are a goodwill tool processed by the Customer Assistance Center or DMA. A CCL provides the customer with extended coverage of a specific vehicle component for a defined time frame (as indicated in...
Forum - 02/27/2018
While there used to be a Customer Assistance Center Tier 1 and Tier 2 Diagnostic Voucher empowerment tool, it no longer is valid. GM currently does not have a diagnostic only tool, for customer loyalty, for example, that would be suited in this ...
Forum - 03/22/2018
kturner: Where do your techs note their cause and correction statements, work order or customer copy? Are they handwritten or entered electronically? Does your service manager authorize electronically or are authorizations handwritten on the work order...
Corrosion Limited Warranty - 03/01/2018
I have a customer with a 2012 sierra that is still has a valid corrosion limited warranty, is there a way to see what labor ops are covered under this warranty?Thanks!
[quote] JMEREDITH1099: WE REPLACED A NAV DISC FOR A CUSTOMER.BUT WHEN I RUN R0761 AND PART NUMBER 20945286 SAYS MATERIAL NOT FOUND.IS THERE SOMETHING IM MISSING? INFO PLEASE [/quote]Is it an electronic exchange component? If so no need to submit part...
Re: part pick up fm another dealer for a used vehicle - 04/13/2011
i knew gm doesnt pay to recondition a used vehicle.just had questions about the parts pick up issue since its a stock vehicle and not a customer's vehicle...
Re: SPECIAL COVERAGE #10054 - 09/07/2011
I just got my first one where we have to cut the customer a check...I figured the 50% on warranty labor time, warranty part cost AND tax the customer paid. Put it all in net and paid right away.
Re: labor op code - 07/08/2011
Need specifics. Which transaction type did you use? What was the reimbursement amount? Which net item field did you use?
Re: ZSET REJECT - 06/16/2011
From the reject it sounds like it was supposed to be a PDI add and not a customer pay item "A DEALER INSTALLED OPTION WAS FOUND FOR LABOUR CODE I9255". I'd check Vehicle Build and see if it's listed as a dealer installed accessory. If it is then the...
Re: OVER COUNTER TRANSMISSION / LABOR OP VS COMP CODE - 05/25/2011
have you tried 0342 trans shifting or 0343 trans noise..or 0344 leaks, what was the reason why the customer brought the transmission back??
Re: DIESEL COVERAGE W/DEDUCT PAID BY GMPP - 06/15/2011
GMPP will cover the customers diesel deductible if it is an eligible GMPP repair. As for submission I think I'd make a seperate line for the deductible. Set up the Warrany line just like you would if the customer was paying the deductible to take off...
Re: 50/50 SPLIT - 10/26/2011
If the customer brings us the vehicle to replace the fuel level sender, we figure the repair as warranty with warranty labor and parts. Then in the customer participation, we put 1/2 of the total in and GM pays the other 1/2. Thats what i thought.T...
50/50 SPLIT - 10/25/2011
On the Special Coverage 10054 Fuel level sensor,How do you come up with total.Is the total from warranty or customer pay.I think that we are doing this wrong.
Re: CBG PRE-OWNED LIMITED - 12/23/2011
Right?? Thanks GM for making more customers upset about this!
Re: PDI floor mats not shipped with vehicle - 12/30/2011
yes see customer satisfaction program 11275..see October 2011 newsletter page 7 and 8 ..hope this helps you
Re: Special Policy 10054 - 05/23/2012
FYI-Spoke to our District Rep, he says NO extra parts are allowed. Any other parts are the customer's responsibility.
Re: OP CODES LIST - 03/27/2012
Are you referring to the standardized list GM wants everyone to use for customer pay work or are you looking for Warranty labor ops?
Re: Dexos credit submissions - 02/01/2013
I found the information on the DEC 2012 J & L Warranty Newsletter. You can only go back less than 60 days to claim these reimbursements and the program ended Dec 31, 2012.
Re: Goodwill on GM Certified Pre-Owned? - 08/21/2012
I'll have to check to see what service wants to do again. They are very good customers and have purchased several vehicles from us.
Re: What would you do? - 07/20/2012
... during their visit. However, they are right in that ALL job card types must be time punched. Customer pay, internal, warranty....anything that gets worked on need time punches. We just had a shop meeting and again reminded all techs to time punch everything,...
Re: Parts Warranty - 02/28/2014
Just to make sure I get this right: If we replaced a part (power steering pump 3/4/13) on a customers car ( 08' w/91608 miles) and the customer returns 2/27/14 and we have to replace that part again. Does the part have a 12mth/unlimited miles warranty...
Pyramid Repair? or three separate claims - 01/21/2013
... seen a document in the last few days outlining the proper way to submit,but now I can't find it. Customer came in with complaint "drivers seat heater shuts off. tech first had to replace the memory seat module due to a short to be able to diag the seat...
Re: PDI EXTRAS? - 07/22/2015
... like we do when we file 0590072 for pdi not paid??? I'm interesting in getting all legitimate reimbursements from GM. Any details are greatly appreciated :)...
Certified Services beyond mileage limit - 08/10/2015
... after the mileage limit? For some reason I feel like that was not allowed. Or is it just reimbursements that aren't allowed? I can't find anything about authorizing them. We have one that's over by about 200 miles from the expiration but they're...
Re: 2015 and 2 Year Maintenance - 03/19/2015
If I am not mistaken the customers have to sign up for this when they buy the vehicle...
Re: CAC/BRC CCL - Comprehesive (In IVH under applicable warranties) - 12/05/2014
... Bulletin (11-00-89-005H). Component Coverage Letters are a goodwill tool processed by the Customer Assistance Center or DMA. A CCL provides the customer with extended coverage of a specific vehicle component for a defined time frame (as indicated in...
Forum - 02/27/2018
While there used to be a Customer Assistance Center Tier 1 and Tier 2 Diagnostic Voucher empowerment tool, it no longer is valid. GM currently does not have a diagnostic only tool, for customer loyalty, for example, that would be suited in this ...
Forum - 03/22/2018
kturner: Where do your techs note their cause and correction statements, work order or customer copy? Are they handwritten or entered electronically? Does your service manager authorize electronically or are authorizations handwritten on the work order...
Corrosion Limited Warranty - 03/01/2018
I have a customer with a 2012 sierra that is still has a valid corrosion limited warranty, is there a way to see what labor ops are covered under this warranty?Thanks!
Forum - 03/23/2018
DO YOU KNOW IF THE OUTSIDE SHOP MUST USE "OEM" PARTS IN ORDER FOR THE CUSTOMER TO GET REIMBURSED?
Forum - 03/27/2018
kturner: Since an add on is "after the fact", i.e. the customer copy has been printed and signed by the customer, it would make sense that any added repairs would be documented on the front of the work order (where your manager typically authorizes)...
Rental Timeline - 04/24/2018
I know that rental timelines provide an explanation for each day a customer is in rental, but does anyone have a really good example documenting a rental timeline?
Forum - 06/21/2017
ALL OUR 'PARTS ORDERED' TICKETS ARE CLOSED UNDER CUSTOMER, UNLESS IT HAS A SPAC CASE ATTACHED TO IT, OR VEHICLE DOES NOT LEAVE THE LOT.
Forum - 06/28/2017
in policy and precedures manuel 1.3 roadside assistance program this is available for 3/36 for vehicles think gm likes it best when customers or dealers use this program !
Forum - 06/28/2017
... at the end of the bulletin, including program coverage and eligibility, and the services provided. Customers are to be referred to Roadside Assistance to set up the eligible service, or the dealer may contact Roadside Assistance on the customer's behalf....
Forum - 08/30/2017
Elaborate the need for it? Is it for tracking possible repeat repairs, customers, or what specific function?
PIT5368 - Phone losing pairing --- coding ??? - 09/27/2017
2015 Cadillac SRX... we verified the customer concern of "Bluetooth inop" & performed #PIT5368 -- How do you code something like this ??
Forum - 09/28/2017
We have seen a few instances of this. The technician corrects the water leak on one visit & the customer returns at a later date for a mildew odor concern. If that is the case (the customer returned at a later date) open a new job card to address...
Forum - 09/19/2017
a. Special Coverage Subsequent Failure Handling To maintain customer satisfaction, any completed special coverage repairs that subsequently require follow-up or corrective work should be performed at no expense to the customer. The vehicle must be within...
Forum - 10/04/2017
When/if the customer returns for a repair/replacement of a failure a transaction would be submitted, referencing the previous job card(s) with diagnosis.
Forum - 10/04/2017
What if we are in the CTA program but dont have enough loaners for the # of customers
Management Signature - 11/16/2017
I was just wondering if the manager has to sign the repair orders in the customer signature section for any in stock vehicles that we do as PDI's or recalls. I did see in the authorization bulletin that they didn't have to sign off on the ZPDI or...
Forum - 11/16/2017
... understanding of responsibility for all charges at the time the job card is written and while the customer is present. Any changes regarding who is responsible for the charges require service management authorization prior to repairs being performed." The...
Early Bird Drop Envelope requirements? - 12/06/2017
... documentation". The night drop envelopes that we have are NOT compliant to be used for valid customer signature, due to they do not have a field for VIN. So, everytime we get them our Manager approves the work order. Many of the night...
ZSET TRANSACTION FOR SLUDGE ENGINE - 12/08/2017
We had a customer come in with a Traverse that is still under Powertrain coverage, but has not changed his oil in roughly 30,000 miles. The oil is so thick it won't drain. The customer has no maintenance records. The vehicle needs an engine due to the...
GMPP - 06/27/2016
If a repair comes up covered under a GMPP contract but below the deductible amount, the customer pays for the repair, but do you use the list price on the part? We have one that my advisor says if we are using customer pay then they would've paid the...
Dealer Installed Parts Warranty Parameters and - 05/18/2016
Customer came into our service department with rear axle leak. On 06-01-2015 @ 262073 miles he paid to have the rear axle seal/gasket replaced. Customer returned on 02-03-2016 @ 277425 miles with rear axle seal leaking. We replaced seal/gasket and ...
What Would You Do - 06/16 - 05/24/2016
... Chevrolet 2-Year Scheduled Maintenance service. At time of write up, the advisor noted that the customer had only had one service under the scheduled maintenance plan, although the vehicle was outside of the coverage limit by one week. The service...
Re: Dealer Installed Parts Warranty Parameters and - 05/25/2016
Since I could not find definitive information, I called DBC. GM decided if the customer visited the dealership for installation of parts, it was GM's intent to stand behind their products. Parts warranties are 12/unlimited mileage. EXAMPLE: If the...
Recall 14574 & 15757 - 03/02/2016
... as to WHY the beauty cover is being removed on these vehicles. We have done a few now and all the customers are unhappy about the beauty cover being removed and not reinstalled back on the vehicle. I called DBC and they were no help. The customers want...
Re: CORE CHARGE - 02/12/2016
... to the original transaction, adding the core-charge info as indicated in the "WPC Return Reimbursement - Labor, Postage and Core" section of the bulletin....
Re: DEALERTRACK - 06/22/2016
my gmpp claims are not booked as customer pay lines there is a service contract pay line but it says service contract not found in line payment method..!!
Disclosure Requirements - 08/02/2016
... or recycled parts on new vehicles that are not supplied by GM, it must be disclosed to the customer about to purchase the modified vehicle. This holds true when selling aftermarket service contracts as well. The intent is to make sure the customer understands...
Re: Technician Clock times - 08/05/2016
... techs to punch for each repair line just in case something turns into warranty that was listed as customer pay, that way we're compliant. According to P&P if it starts as customer pay and becomes warranty, the service manager can sign for it, but we'd...
DO YOU KNOW IF THE OUTSIDE SHOP MUST USE "OEM" PARTS IN ORDER FOR THE CUSTOMER TO GET REIMBURSED?
Forum - 03/27/2018
kturner: Since an add on is "after the fact", i.e. the customer copy has been printed and signed by the customer, it would make sense that any added repairs would be documented on the front of the work order (where your manager typically authorizes)...
Rental Timeline - 04/24/2018
I know that rental timelines provide an explanation for each day a customer is in rental, but does anyone have a really good example documenting a rental timeline?
Forum - 06/21/2017
ALL OUR 'PARTS ORDERED' TICKETS ARE CLOSED UNDER CUSTOMER, UNLESS IT HAS A SPAC CASE ATTACHED TO IT, OR VEHICLE DOES NOT LEAVE THE LOT.
Forum - 06/28/2017
in policy and precedures manuel 1.3 roadside assistance program this is available for 3/36 for vehicles think gm likes it best when customers or dealers use this program !
Forum - 06/28/2017
... at the end of the bulletin, including program coverage and eligibility, and the services provided. Customers are to be referred to Roadside Assistance to set up the eligible service, or the dealer may contact Roadside Assistance on the customer's behalf....
Forum - 08/30/2017
Elaborate the need for it? Is it for tracking possible repeat repairs, customers, or what specific function?
PIT5368 - Phone losing pairing --- coding ??? - 09/27/2017
2015 Cadillac SRX... we verified the customer concern of "Bluetooth inop" & performed #PIT5368 -- How do you code something like this ??
Forum - 09/28/2017
We have seen a few instances of this. The technician corrects the water leak on one visit & the customer returns at a later date for a mildew odor concern. If that is the case (the customer returned at a later date) open a new job card to address...
Forum - 09/19/2017
a. Special Coverage Subsequent Failure Handling To maintain customer satisfaction, any completed special coverage repairs that subsequently require follow-up or corrective work should be performed at no expense to the customer. The vehicle must be within...
Forum - 10/04/2017
When/if the customer returns for a repair/replacement of a failure a transaction would be submitted, referencing the previous job card(s) with diagnosis.
Forum - 10/04/2017
What if we are in the CTA program but dont have enough loaners for the # of customers
Management Signature - 11/16/2017
I was just wondering if the manager has to sign the repair orders in the customer signature section for any in stock vehicles that we do as PDI's or recalls. I did see in the authorization bulletin that they didn't have to sign off on the ZPDI or...
Forum - 11/16/2017
... understanding of responsibility for all charges at the time the job card is written and while the customer is present. Any changes regarding who is responsible for the charges require service management authorization prior to repairs being performed." The...
Early Bird Drop Envelope requirements? - 12/06/2017
... documentation". The night drop envelopes that we have are NOT compliant to be used for valid customer signature, due to they do not have a field for VIN. So, everytime we get them our Manager approves the work order. Many of the night...
ZSET TRANSACTION FOR SLUDGE ENGINE - 12/08/2017
We had a customer come in with a Traverse that is still under Powertrain coverage, but has not changed his oil in roughly 30,000 miles. The oil is so thick it won't drain. The customer has no maintenance records. The vehicle needs an engine due to the...
GMPP - 06/27/2016
If a repair comes up covered under a GMPP contract but below the deductible amount, the customer pays for the repair, but do you use the list price on the part? We have one that my advisor says if we are using customer pay then they would've paid the...
Dealer Installed Parts Warranty Parameters and - 05/18/2016
Customer came into our service department with rear axle leak. On 06-01-2015 @ 262073 miles he paid to have the rear axle seal/gasket replaced. Customer returned on 02-03-2016 @ 277425 miles with rear axle seal leaking. We replaced seal/gasket and ...
What Would You Do - 06/16 - 05/24/2016
... Chevrolet 2-Year Scheduled Maintenance service. At time of write up, the advisor noted that the customer had only had one service under the scheduled maintenance plan, although the vehicle was outside of the coverage limit by one week. The service...
Re: Dealer Installed Parts Warranty Parameters and - 05/25/2016
Since I could not find definitive information, I called DBC. GM decided if the customer visited the dealership for installation of parts, it was GM's intent to stand behind their products. Parts warranties are 12/unlimited mileage. EXAMPLE: If the...
Recall 14574 & 15757 - 03/02/2016
... as to WHY the beauty cover is being removed on these vehicles. We have done a few now and all the customers are unhappy about the beauty cover being removed and not reinstalled back on the vehicle. I called DBC and they were no help. The customers want...
Re: CORE CHARGE - 02/12/2016
... to the original transaction, adding the core-charge info as indicated in the "WPC Return Reimbursement - Labor, Postage and Core" section of the bulletin....
Re: DEALERTRACK - 06/22/2016
my gmpp claims are not booked as customer pay lines there is a service contract pay line but it says service contract not found in line payment method..!!
Disclosure Requirements - 08/02/2016
... or recycled parts on new vehicles that are not supplied by GM, it must be disclosed to the customer about to purchase the modified vehicle. This holds true when selling aftermarket service contracts as well. The intent is to make sure the customer understands...
Re: Technician Clock times - 08/05/2016
... techs to punch for each repair line just in case something turns into warranty that was listed as customer pay, that way we're compliant. According to P&P if it starts as customer pay and becomes warranty, the service manager can sign for it, but we'd...
Forum - 08/23/2016
... abuse, improper maintenance, or normal wear - then it is covered under 3/36. For example: a customer comes in at 25,000 miles and has a brake squeak concern. Cleaning and adjusting the pads takes care of squeak concern, no failure of pads...
Forum - 11/01/2016
P & P Article 3.2.12 Add On Customer Concern After Job Card Write Up: "Any warranty/policy concern not expressed orally or in writing by the customer at initial write-up must be first inspected and verified by the service manager before it is added...
WPC and Cores - 01/25/2017
I haven't had to get a core reimbursement on a WPC part return in a while, but I see the requirement for attaching the "core exchange value documentation" to the job card. What is being used for this documentation? Is a print out of the price...
Forum - 01/30/2017
... vehicles in Service Agent inventory and can also authorize Service Agents to correct involved customer vehicles that return for any type of service provided that the applicable warranty is still in effect. This type of field action is implemented to...
What Would You Do - 04/17 - 03/21/2017
... a job card with multiple lines. The first line of the job card was, at time of write up, coded as customer pay. Because the repair was powertrain related and the vehicle had remaining powertrain warranty coverage, the line was updated to warranty. The...
Forum - 03/09/2017
Our shuttle isn't a DRAC, we have a couple of vehicles that service uses for shuttling customers. I've never read that it should be a DRAC.
Forum - 03/23/2017
To clarify: this situation is not considered an add on. The customer had a concern of a leak under the vehicle at time of write up - the job card was closed (part ordered) - part installed on a later job card referencing the original job card where...
What Would You Do - 06/17 - 05/22/2017
A customer brought their vehicle to the service department for a concern with the right front power window. The advisor documented the vehicle concern and reviewed IVH at the time of job card write up. The advisor noted that the vehicle, a 2014 Silverado...
Forum - 10/20/2023
I've got the same problem here with one right now. Bulletin doesnt apply, but customer experiencing same issue.
Forum - 12/14/2022
... as per my GM warranty rep. Was advised to use the regular labor op for the valve cover and put the reimbursement amount under misc with the check #. I would check with your GM warranty specialist to see how they would want you to submit this type of...
Forum - 03/22/2023
Just an update... I moved the EI to the add-on line. I determined that customer and SM add-on auth is not required as it pertains to the customer's orginial concern. Tech punched all time on original line for ST operation to correct concern. No time punch...
Forum - 06/23/2022
... were both under 1 hour and ok'd by warranty support before proceeding. Now, I have had to charge customers to remove EXCESSIVE dirt on their vehicles to properly diagnose/repair, which was addressed at write-up that if the lack of maintaining caused...
Forum - 08/01/2022
The new updated maintenance reimbursements increase rates are now available for as of today 8/1. I just printed mine off but have not submitted one for payment yet. Reference# GCUS-9-13281
Forum - 02/07/2022
... Corvette First Maintenance article in the February edition of the newsletter to our attention. The reimbursement amount for the program is $294. The online edition of the newsletter will be updated to reflect the correct amount....
Forum - 01/14/2022
... Our jobs are submitting claims compliant with GM's P&P, while securing the most amount of reimbursement allowed.If items are not compliant, they are part of dealers expense and not GM's concern. ...
Forum - 06/02/2022
Not a fan of OTA updates we recently had a customer attempt one himself on his Colorado radio and it locked up luckily it was still under B2B
Forum - 06/10/2022
I create a -20.00 misc line to credit the customer and another 20.00 misc line to bill to the warranty claim.
Forum - 05/18/2022
When submitting these, is it necessary to wait to submit the WCAP until repair is done or can I submit the ZFAT transaction for reimbursement as soon as the max claimable days has been reached?
Forum - 02/14/2022
If you are removing the feature and completing the recall and the instructions are to reimburse the customer then just reimburse the customer. Unless you see something in the recall text (which I admittedly did not entirely read) that has an expiration...
PART WARRANTY - 02/24/2022
IF YOU ARE SUBMITTING A PART WARRANTY FOR THE SECOND TIME, IS LABOR PAID, OR IS THE CUSTOMER RESPONSIBLE FOR THE LABORFormat: Other
PART WARRANTY - 02/24/2022
IF YOU ARE SUBMITTING A PART WARRANTY FOR THE SECOND TIME, IS LABOR PAID, OR IS THE CUSTOMER RESPONSIBLE FOR THE LABORFormat: Other
Forum - 03/28/2022
... to all copies of the job card. Following closeout of the job card, a copy is to be given to the customer showing all repair information for both customer paid and warranty repairs. The closeout date and or completion date on the invoice must match the...
What Would You Do - 07/20 - 06/23/2020
... on a vehicle that was just out of warranty. The dealer completed the PET, charged the appropriate customer participation expense and submitted the transaction as a policy adjustment. Approximately 2,000 miles later the customer brought the vehicle...
Forum - 04/29/2020
Hi ewill3rd! Take a look at Global Message GCUS-9-9283 Helping Foster Customer Confidence During Vehicle Repairs and Updated Owner Messaging, dated 3/26/2020. It references the temporary shuttle coverage of shuttling a customer's vehicle to/from...
What Would You Do - 06/20 - 05/28/2020
... of additional seals. The completed PET included the labor and part to replace the component. The customer participation expense was approximately half of the repair total calculated at warranty rates. The warranty administrator submitted the...
... abuse, improper maintenance, or normal wear - then it is covered under 3/36. For example: a customer comes in at 25,000 miles and has a brake squeak concern. Cleaning and adjusting the pads takes care of squeak concern, no failure of pads...
Forum - 11/01/2016
P & P Article 3.2.12 Add On Customer Concern After Job Card Write Up: "Any warranty/policy concern not expressed orally or in writing by the customer at initial write-up must be first inspected and verified by the service manager before it is added...
WPC and Cores - 01/25/2017
I haven't had to get a core reimbursement on a WPC part return in a while, but I see the requirement for attaching the "core exchange value documentation" to the job card. What is being used for this documentation? Is a print out of the price...
Forum - 01/30/2017
... vehicles in Service Agent inventory and can also authorize Service Agents to correct involved customer vehicles that return for any type of service provided that the applicable warranty is still in effect. This type of field action is implemented to...
What Would You Do - 04/17 - 03/21/2017
... a job card with multiple lines. The first line of the job card was, at time of write up, coded as customer pay. Because the repair was powertrain related and the vehicle had remaining powertrain warranty coverage, the line was updated to warranty. The...
Forum - 03/09/2017
Our shuttle isn't a DRAC, we have a couple of vehicles that service uses for shuttling customers. I've never read that it should be a DRAC.
Forum - 03/23/2017
To clarify: this situation is not considered an add on. The customer had a concern of a leak under the vehicle at time of write up - the job card was closed (part ordered) - part installed on a later job card referencing the original job card where...
What Would You Do - 06/17 - 05/22/2017
A customer brought their vehicle to the service department for a concern with the right front power window. The advisor documented the vehicle concern and reviewed IVH at the time of job card write up. The advisor noted that the vehicle, a 2014 Silverado...
Forum - 10/20/2023
I've got the same problem here with one right now. Bulletin doesnt apply, but customer experiencing same issue.
Forum - 12/14/2022
... as per my GM warranty rep. Was advised to use the regular labor op for the valve cover and put the reimbursement amount under misc with the check #. I would check with your GM warranty specialist to see how they would want you to submit this type of...
Forum - 03/22/2023
Just an update... I moved the EI to the add-on line. I determined that customer and SM add-on auth is not required as it pertains to the customer's orginial concern. Tech punched all time on original line for ST operation to correct concern. No time punch...
Forum - 06/23/2022
... were both under 1 hour and ok'd by warranty support before proceeding. Now, I have had to charge customers to remove EXCESSIVE dirt on their vehicles to properly diagnose/repair, which was addressed at write-up that if the lack of maintaining caused...
Forum - 08/01/2022
The new updated maintenance reimbursements increase rates are now available for as of today 8/1. I just printed mine off but have not submitted one for payment yet. Reference# GCUS-9-13281
Forum - 02/07/2022
... Corvette First Maintenance article in the February edition of the newsletter to our attention. The reimbursement amount for the program is $294. The online edition of the newsletter will be updated to reflect the correct amount....
Forum - 01/14/2022
... Our jobs are submitting claims compliant with GM's P&P, while securing the most amount of reimbursement allowed.If items are not compliant, they are part of dealers expense and not GM's concern. ...
Forum - 06/02/2022
Not a fan of OTA updates we recently had a customer attempt one himself on his Colorado radio and it locked up luckily it was still under B2B
Forum - 06/10/2022
I create a -20.00 misc line to credit the customer and another 20.00 misc line to bill to the warranty claim.
Forum - 05/18/2022
When submitting these, is it necessary to wait to submit the WCAP until repair is done or can I submit the ZFAT transaction for reimbursement as soon as the max claimable days has been reached?
Forum - 02/14/2022
If you are removing the feature and completing the recall and the instructions are to reimburse the customer then just reimburse the customer. Unless you see something in the recall text (which I admittedly did not entirely read) that has an expiration...
PART WARRANTY - 02/24/2022
IF YOU ARE SUBMITTING A PART WARRANTY FOR THE SECOND TIME, IS LABOR PAID, OR IS THE CUSTOMER RESPONSIBLE FOR THE LABORFormat: Other
PART WARRANTY - 02/24/2022
IF YOU ARE SUBMITTING A PART WARRANTY FOR THE SECOND TIME, IS LABOR PAID, OR IS THE CUSTOMER RESPONSIBLE FOR THE LABORFormat: Other
Forum - 03/28/2022
... to all copies of the job card. Following closeout of the job card, a copy is to be given to the customer showing all repair information for both customer paid and warranty repairs. The closeout date and or completion date on the invoice must match the...
What Would You Do - 07/20 - 06/23/2020
... on a vehicle that was just out of warranty. The dealer completed the PET, charged the appropriate customer participation expense and submitted the transaction as a policy adjustment. Approximately 2,000 miles later the customer brought the vehicle...
Forum - 04/29/2020
Hi ewill3rd! Take a look at Global Message GCUS-9-9283 Helping Foster Customer Confidence During Vehicle Repairs and Updated Owner Messaging, dated 3/26/2020. It references the temporary shuttle coverage of shuttling a customer's vehicle to/from...
What Would You Do - 06/20 - 05/28/2020
... of additional seals. The completed PET included the labor and part to replace the component. The customer participation expense was approximately half of the repair total calculated at warranty rates. The warranty administrator submitted the...
Forum - 05/21/2020
The documentation requirements are of DTC's found during scan (present or history is what I ask mine to document), that would be there if customer comes in for MIL illumination
Forum - 03/24/2020
Recommend performing the open recall if approved by the customer, rather than providing the key through the parts department.
What Would You Do - 04/20 - 03/27/2020
... to be more cost effective. Management made the decision to order a replacement engine for customer satisfaction reasons. The owner was very dissatisfied that their 2018MY vehicle had a catastrophic failure and would not agree to a repair. The...
Forum - 09/04/2020
GM's policy regarding the customer signature is listed within Service P&P Article 6.2.2 Authorization to Perform Repairs. The customer signed job card authorizes the service department to perform requested repairs. The signature must be obtained...
Forum - 09/04/2020
This scenario usually happens when a customer brings it in for us to see what's wrong with the vehicle, and declines repairs.
Forum - 12/10/2020
CBG CPO Maintenance provides four different reimbursement rates, as follows: Dexos1 Oil/Tire Rotation: $35 ($50 for light duty vehicles with L83 or L86 engine) Synthetic Oil/Tire Rotation: $75 Diesel Oil/Tire Rotation: $60 There is not a unique CPO...
Forum - 08/16/2021
... vehicle is dealer owned that are not enrolled in the CTP program, they are not eligible for rental reimbursement rates. This was fresh on my mind because I just checked on it last week. Hope that helps a bit. ...
Email with this subject=== Technician and Service Advisor ID Number Validation in Global Warranty Management - 07/22/2021
... card, the Service Manager can enter his/her GMIN (example: Service Manager authorizes a Goodwill reimbursement for an incidental non-warranty expense). Our PDI manager writes all the PDI's, we have a used car person who writes up all the trades...
part cover under the bumper to bumper warranty - 07/29/2021
Customer got stranded to vehicle for repaiers in a shop paid for repiears whats remreimbursed
Forum - 04/07/2021
The 2021 Chevrolet Complete Care Guide shows a reimbursement of $100 for RPO l1B, 5.2L Diesel. You may submit an additional $10 payment for tire rotation on dual wheel trucks only.
Forum - 04/27/2021
... this recall, really not sure if that is correct. So I did not submit this recall. This customer has 2001 and this recall 14350D is for unintended ignition key rotation, customer does not have orignal keys and just wants these recall reminders ...
CAMARO ACCESSORY COLD AIR INTAKE KIT CLAIM - 10/28/2021
HiI have a claim here where the customer purchased this cold air intake kit and installed it. Per the letter that is attached it needs to be programmed. The customer can come in to the dealership to have it done since the cost of the programming...
Forum - 11/05/2021
... Maintenance services with the corresponding labor operation, description, and labor time for reimbursement....
Forum - 09/20/2021
While most customers readily provide their contact information - with privacy laws in place they are not required to share their address.
Forum - 04/26/2018
Customer authorization is required prior to work being performed. No exclusion for dealer owned inventory.
Forum - 05/31/2018
... if they are within specification before replacing them. If there is an obvious defect or if the customer squeals you can submit replacement with an explanation that the customer was dissatisfied with the prospect of machining. That is the way I alwa...
Forum - 05/31/2018
... and detailing what happened and why. (e.g. one component failed & took out another or the one customer concern is actually two unique failures). In some cases, it may be necessary to obtain additional clarification from the technician or the manager. The...
Dealertrack/Xtime---- a heads up - 06/15/2018
... Global the accepted page? Does yours show the 3 C's properlly?I found that it does not show the customer complaint in the proper box and puts in in the General Comments section. Ex: if I submit a maint claim in the complaint box it puts the Customer...
Forum - 05/11/2018
The service agent must handle the battery part warranty directly with the customer and the ACDelco Battery Distributor. Customer pay labor or internal, if the dealer so chooses.
Forum - 09/05/2018
... We have run across this issue before and had to do just that because you do not want to call a customer back up and tell them after you said it would be free to them that they now have to pay, especially when they assume that if the vehicle is still...
Forum - 08/08/2018
Thanks. I see what you're saying. The sublet says - "valve job - customer supplied parts - replaced valve and seals". We used labor operation 4080988 with no OLH.
Forum - 10/05/2018
It sounds like a customer pay issue as the TCM was not defective (and not replaced as an OTC part warranty).
Forum - 02/14/2019
... history for previous odometer readings, including abnormalities which may indicate that the customer/vehicle has relocated across the border. Canadian Customers Touring the US: check vehicle eligibility by reviewing IVH. Verify customer residency...
Forum - 03/19/2019
We have a used unit that we use for shuttle service. When I claim shuttle monies, I put the reimbursement to our used vehicle dept, flagging the stock # of the shuttle van. We use that money to maintain the unit
Forum - 02/22/2019
My question to you would be is it past 72,000 miles? Was it done after January 3rd this year? that may be why there is no reimbursement etc.
The documentation requirements are of DTC's found during scan (present or history is what I ask mine to document), that would be there if customer comes in for MIL illumination
Forum - 03/24/2020
Recommend performing the open recall if approved by the customer, rather than providing the key through the parts department.
What Would You Do - 04/20 - 03/27/2020
... to be more cost effective. Management made the decision to order a replacement engine for customer satisfaction reasons. The owner was very dissatisfied that their 2018MY vehicle had a catastrophic failure and would not agree to a repair. The...
Forum - 09/04/2020
GM's policy regarding the customer signature is listed within Service P&P Article 6.2.2 Authorization to Perform Repairs. The customer signed job card authorizes the service department to perform requested repairs. The signature must be obtained...
Forum - 09/04/2020
This scenario usually happens when a customer brings it in for us to see what's wrong with the vehicle, and declines repairs.
Forum - 12/10/2020
CBG CPO Maintenance provides four different reimbursement rates, as follows: Dexos1 Oil/Tire Rotation: $35 ($50 for light duty vehicles with L83 or L86 engine) Synthetic Oil/Tire Rotation: $75 Diesel Oil/Tire Rotation: $60 There is not a unique CPO...
Forum - 08/16/2021
... vehicle is dealer owned that are not enrolled in the CTP program, they are not eligible for rental reimbursement rates. This was fresh on my mind because I just checked on it last week. Hope that helps a bit. ...
Email with this subject=== Technician and Service Advisor ID Number Validation in Global Warranty Management - 07/22/2021
... card, the Service Manager can enter his/her GMIN (example: Service Manager authorizes a Goodwill reimbursement for an incidental non-warranty expense). Our PDI manager writes all the PDI's, we have a used car person who writes up all the trades...
part cover under the bumper to bumper warranty - 07/29/2021
Customer got stranded to vehicle for repaiers in a shop paid for repiears whats remreimbursed
Forum - 04/07/2021
The 2021 Chevrolet Complete Care Guide shows a reimbursement of $100 for RPO l1B, 5.2L Diesel. You may submit an additional $10 payment for tire rotation on dual wheel trucks only.
Forum - 04/27/2021
... this recall, really not sure if that is correct. So I did not submit this recall. This customer has 2001 and this recall 14350D is for unintended ignition key rotation, customer does not have orignal keys and just wants these recall reminders ...
CAMARO ACCESSORY COLD AIR INTAKE KIT CLAIM - 10/28/2021
HiI have a claim here where the customer purchased this cold air intake kit and installed it. Per the letter that is attached it needs to be programmed. The customer can come in to the dealership to have it done since the cost of the programming...
Forum - 11/05/2021
... Maintenance services with the corresponding labor operation, description, and labor time for reimbursement....
Forum - 09/20/2021
While most customers readily provide their contact information - with privacy laws in place they are not required to share their address.
Forum - 04/26/2018
Customer authorization is required prior to work being performed. No exclusion for dealer owned inventory.
Forum - 05/31/2018
... if they are within specification before replacing them. If there is an obvious defect or if the customer squeals you can submit replacement with an explanation that the customer was dissatisfied with the prospect of machining. That is the way I alwa...
Forum - 05/31/2018
... and detailing what happened and why. (e.g. one component failed & took out another or the one customer concern is actually two unique failures). In some cases, it may be necessary to obtain additional clarification from the technician or the manager. The...
Dealertrack/Xtime---- a heads up - 06/15/2018
... Global the accepted page? Does yours show the 3 C's properlly?I found that it does not show the customer complaint in the proper box and puts in in the General Comments section. Ex: if I submit a maint claim in the complaint box it puts the Customer...
Forum - 05/11/2018
The service agent must handle the battery part warranty directly with the customer and the ACDelco Battery Distributor. Customer pay labor or internal, if the dealer so chooses.
Forum - 09/05/2018
... We have run across this issue before and had to do just that because you do not want to call a customer back up and tell them after you said it would be free to them that they now have to pay, especially when they assume that if the vehicle is still...
Forum - 08/08/2018
Thanks. I see what you're saying. The sublet says - "valve job - customer supplied parts - replaced valve and seals". We used labor operation 4080988 with no OLH.
Forum - 10/05/2018
It sounds like a customer pay issue as the TCM was not defective (and not replaced as an OTC part warranty).
Forum - 02/14/2019
... history for previous odometer readings, including abnormalities which may indicate that the customer/vehicle has relocated across the border. Canadian Customers Touring the US: check vehicle eligibility by reviewing IVH. Verify customer residency...
Forum - 03/19/2019
We have a used unit that we use for shuttle service. When I claim shuttle monies, I put the reimbursement to our used vehicle dept, flagging the stock # of the shuttle van. We use that money to maintain the unit
Forum - 02/22/2019
My question to you would be is it past 72,000 miles? Was it done after January 3rd this year? that may be why there is no reimbursement etc.
Forum - 10/25/2018
... GMC vehicles. The program enables the dealer to make the decision for a same day service loaner. Reimbursement when using a qualified CTP vehicle is $42/day or $21 for same day/partial day rentals. (Policies/rates are different for Cadillac dealers that...
Forum - 01/27/2020
Do we still have have to do a PET for reimbursement? If so what do we use as warranty end mileage & date? Thank you
Forum - 02/18/2020
I would think that if they could provide a receipt for the part purchase, they could. I would submit the reimbursement claim first, then perform the recall, to have gm part installed.
Forum - 10/10/2019
Thank you so much!!! We have probably turned a lot of customers down that we should have covered.
Forum - 10/02/2019
Okay so I'm assuming you mean this paragraph: "If a customer is outside the time and mileage parameters of a Special Coverage repair, the PET should be ran; however, GM states that regardless of the results, dealers should not charge...
Transportation damaged vehicle sold, awaiting parts - 11/06/2019
... marked up by carrier for damage and we ordered the plastic bumper cover. While awaiting parts, a customer 'had to have it' and sales sold it. We just got the bumper cover in and I am wondering if the delivery status is gonna kill this?I had 1, many years...
Forum - 12/11/2019
We are currently waiting on customer to bring it back in, and see how it flies (or falls)
What Would You Do - 01/20 - 01/03/2020
... is a 2019 Chevrolet Colorado. The repair history is as follows.Visit 1: On September 13 the customer brought their vehicle to the service department with a steering wheel inoperative concern. The technician found no function the right-side controls and...
Forum - 08/06/2019
IT IS THE CUSTOMER'S RESPONSIBILTY TO PAY TO HAVE THE ACCESSORIES REMOVED TO GAIN ACCESS TO THE GM PART THAT FAILED AND IS STILL UNDER WARRANTY
Forum - 06/20/2019
I had a reject yesterday on floor man reimbursement excessive net item. I called DBC and that has been corrected it paid today abd then i was able to submit for recall after that.
Forum - 09/10/2019
... the Courtesy Transportation Program Guide. An example from the guide for situations when the reimbursement rate may be reduced: If a dealer does not have the minimum number of vehicles reported into the CTP program at all times, the reimbursement...
Forum - 09/03/2019
The additional $10 reimbursement for tire rotations involving dual-wheel vehicles is noted in both the 2018 and 2019 Chevrolet Complete Care Maintenance Program Guidelines (available within the Warranty Administration Resource Center in GlobalConnect...
Forum - 05/30/2019
... in a couple days ago, and once we do that inspection, I will close them and claim any floor plan reimbursement for passing units. Any that fail the 2nd inspection, will go back into quarantine until parts become available, but no open tickets on the...
Forum - 05/03/2019
We don't. Even though i guess we could we would rather loose a little time than loose a customer over 15-30 minutes labor.
What Would You Do - 05/19 - 04/22/2019
... that the technician had noted a TAC case number on the hard copy. TAC comments stated that the customer complaint of the four wheel drive not disengaging is due to the gear ratio concern with different tires-front and rear. The customer will be required...
Forum - 04/23/2019
... vettes you barely get anything parts or labor. Since it is warranty does not effect labor on the customer pay side. This is one of those deals it is what it is! If you come close to break even and keep the customers it is a win....
Forum - 04/02/2019
I would love to find out about increasing maintenance reimbursements, especially on Corvettes! We used to write the difference off to the advertising account as well and was told by the corporate office we could not do that. So since...
Forum - 05/21/2019
... is an opportunity for GM to extend "goodwill" to the owner through a discount toward customer pay services, such as maintenance, repairs, or accessories. Unless you are possibly referring to offering a reimbursement for an out of...
Forum - 04/26/2019
Since the customer is not deviating from their original concern, I would not consider this case to be an add on. (It is the same concern as originally expressed by the customer at time of write up).
Forum - 03/22/2019
I ran into this myself recently, the explanation I received is you can only process a reimbursement for a repair that was performed before the special coverage letter was released. Once the special coverage letter is released it will only be paid if ...
Lockable Safe in Center Console - 01/09/2024
Customer has a 500 mile GMC 3500 Denali Ultimate with the dealer installed center console lockable safe. This has a 4 digit combo lock on it. Customer set combo as per instructions, then tested with door open. Combo worked so he closed and locked it. ...
Transmission Flush - 01/25/2024
I have a claim where the customer complained about transmission issues-transmission shifting erractically/jerking technician found the transmission fluid degraded and did a transmission flush and changed the filter. I know there is a bulletin that covers...
Forum - 10/31/2023
Yes that is the LOP I I will use but the part was only ordered on this ro. The part had to be ordered and the customer will return to have the part replaced. Since I have so many hours on this one I am wondering if I should be claiming some time on the...
LPO INSTALLATION TIME AND MILEAGE LIMITS - 11/22/2023
... Some of the LPO accessories had not arrived when the vehicle was at the dealership and the customer took delivery knowing that the accessories were not here yet. The customer has taken a long time to return to have then installed-we are talking months...
Forum - 03/18/2024
... bulletin notes the following when providing a loaner through a 3rd party rental agency, "Reimbursement for the daily rate claimed must not exceed actual amount charged (vehicle insurance, fuel, taxes, levies, or other fees are not covered). My...
... GMC vehicles. The program enables the dealer to make the decision for a same day service loaner. Reimbursement when using a qualified CTP vehicle is $42/day or $21 for same day/partial day rentals. (Policies/rates are different for Cadillac dealers that...
Forum - 01/27/2020
Do we still have have to do a PET for reimbursement? If so what do we use as warranty end mileage & date? Thank you
Forum - 02/18/2020
I would think that if they could provide a receipt for the part purchase, they could. I would submit the reimbursement claim first, then perform the recall, to have gm part installed.
Forum - 10/10/2019
Thank you so much!!! We have probably turned a lot of customers down that we should have covered.
Forum - 10/02/2019
Okay so I'm assuming you mean this paragraph: "If a customer is outside the time and mileage parameters of a Special Coverage repair, the PET should be ran; however, GM states that regardless of the results, dealers should not charge...
Transportation damaged vehicle sold, awaiting parts - 11/06/2019
... marked up by carrier for damage and we ordered the plastic bumper cover. While awaiting parts, a customer 'had to have it' and sales sold it. We just got the bumper cover in and I am wondering if the delivery status is gonna kill this?I had 1, many years...
Forum - 12/11/2019
We are currently waiting on customer to bring it back in, and see how it flies (or falls)
What Would You Do - 01/20 - 01/03/2020
... is a 2019 Chevrolet Colorado. The repair history is as follows.Visit 1: On September 13 the customer brought their vehicle to the service department with a steering wheel inoperative concern. The technician found no function the right-side controls and...
Forum - 08/06/2019
IT IS THE CUSTOMER'S RESPONSIBILTY TO PAY TO HAVE THE ACCESSORIES REMOVED TO GAIN ACCESS TO THE GM PART THAT FAILED AND IS STILL UNDER WARRANTY
Forum - 06/20/2019
I had a reject yesterday on floor man reimbursement excessive net item. I called DBC and that has been corrected it paid today abd then i was able to submit for recall after that.
Forum - 09/10/2019
... the Courtesy Transportation Program Guide. An example from the guide for situations when the reimbursement rate may be reduced: If a dealer does not have the minimum number of vehicles reported into the CTP program at all times, the reimbursement...
Forum - 09/03/2019
The additional $10 reimbursement for tire rotations involving dual-wheel vehicles is noted in both the 2018 and 2019 Chevrolet Complete Care Maintenance Program Guidelines (available within the Warranty Administration Resource Center in GlobalConnect...
Forum - 05/30/2019
... in a couple days ago, and once we do that inspection, I will close them and claim any floor plan reimbursement for passing units. Any that fail the 2nd inspection, will go back into quarantine until parts become available, but no open tickets on the...
Forum - 05/03/2019
We don't. Even though i guess we could we would rather loose a little time than loose a customer over 15-30 minutes labor.
What Would You Do - 05/19 - 04/22/2019
... that the technician had noted a TAC case number on the hard copy. TAC comments stated that the customer complaint of the four wheel drive not disengaging is due to the gear ratio concern with different tires-front and rear. The customer will be required...
Forum - 04/23/2019
... vettes you barely get anything parts or labor. Since it is warranty does not effect labor on the customer pay side. This is one of those deals it is what it is! If you come close to break even and keep the customers it is a win....
Forum - 04/02/2019
I would love to find out about increasing maintenance reimbursements, especially on Corvettes! We used to write the difference off to the advertising account as well and was told by the corporate office we could not do that. So since...
Forum - 05/21/2019
... is an opportunity for GM to extend "goodwill" to the owner through a discount toward customer pay services, such as maintenance, repairs, or accessories. Unless you are possibly referring to offering a reimbursement for an out of...
Forum - 04/26/2019
Since the customer is not deviating from their original concern, I would not consider this case to be an add on. (It is the same concern as originally expressed by the customer at time of write up).
Forum - 03/22/2019
I ran into this myself recently, the explanation I received is you can only process a reimbursement for a repair that was performed before the special coverage letter was released. Once the special coverage letter is released it will only be paid if ...
Lockable Safe in Center Console - 01/09/2024
Customer has a 500 mile GMC 3500 Denali Ultimate with the dealer installed center console lockable safe. This has a 4 digit combo lock on it. Customer set combo as per instructions, then tested with door open. Combo worked so he closed and locked it. ...
Transmission Flush - 01/25/2024
I have a claim where the customer complained about transmission issues-transmission shifting erractically/jerking technician found the transmission fluid degraded and did a transmission flush and changed the filter. I know there is a bulletin that covers...
Forum - 10/31/2023
Yes that is the LOP I I will use but the part was only ordered on this ro. The part had to be ordered and the customer will return to have the part replaced. Since I have so many hours on this one I am wondering if I should be claiming some time on the...
LPO INSTALLATION TIME AND MILEAGE LIMITS - 11/22/2023
... Some of the LPO accessories had not arrived when the vehicle was at the dealership and the customer took delivery knowing that the accessories were not here yet. The customer has taken a long time to return to have then installed-we are talking months...
Forum - 03/18/2024
... bulletin notes the following when providing a loaner through a 3rd party rental agency, "Reimbursement for the daily rate claimed must not exceed actual amount charged (vehicle insurance, fuel, taxes, levies, or other fees are not covered). My...
A182202370-LOWER CONTROL ARM WELD - 06/18/2019
... being help open (only our stop sell vehicles). Also I am so confues about the FLOOR PLAN REIMBURSEMENT and WORKING CAPITAL ASSISTANCE PROGRAM.This is all so new to me in general and now thisese are two programs I have never done before at all and...
Forum - 12/09/2019
... is. But I will use $100/hr labor rate (3.0x100.00= 300.00 Labor + 116.45 Materials= 416.45 Total Reimbursement). They will also reimburse 25% blend, but I never try to calculate that in. I know I am probably losing some there, but I dont wanna find out...
Forum - 10/16/2019
... on what you wrote, I don't see a way to get a reimbursement. Did this other shop reimburse the customer for a repair out of town on something they did?...
Forum - 03/12/2019
Hi! The warranty parts expediting program only provides reimbursement for GM parts expedited for warranty repairs (repairs performed during any Applicable Warranty period - e.g. bumper to bumper, powertrain).
Forum - 05/30/2018
... this when I went to the Global support page: Q: 18159 - Noncompliance Recall Floor Plan Reimbursement A: Page Content For claims rejecting with error 076 with labor operation 9103868 for the floor plan reimbursement it is a known issue and is...
Forum - 04/25/2018
... was performed with comments indicating why only one key was provided at time of service, for reimbursement of the key only....
Forum - 04/10/2018
Reimbursement is $75. Refer to the 2017 and Newer MY GM Vehicle Maintenance Program Reference Sheet available within the new Warranty Administration Resource Center App. The sheet is located within the Dealer Program Guides tab under the Included ...
Forum - 07/23/2021
Incidental, non-warranty expense means items such as hotel bills for trip interruptions and car payment reimbursements, not used car pdi tickets. The advisor needs to have an active GMIN number, with sufficient training in Global, on all claaims subm...
Forum - 02/21/2021
... by the Serice Agent to top off windshield washer solvent during the PDI may be submitted for reimbursement using labor operation 0590052 (PDI Related Fluid Adds). Only the actual amount of quart(s) used to prepare the diluted solvent added...
Forum - 12/22/2020
Hi CarolRoyal: The $245 reimbursement applies to the 2020MY Chevrolet Corvette - RPO LT2. (Global Message GCUS-9-10365)
Forum - 01/11/2022
... for your NIT (net item tow) with the required information. Remember the max is $130.00 on a tow reimbursement....
NEW VEHICLE AND CPO MAINTENANCE AMOUNTS NOT WORKING - 07/26/2022
... to submit for net misc. I am still using the reference guide i printed in April though I undertand reimbursement will be going up soon. For some reason, I have had a few that keep saying I am exceeding the net amount for the labor op, going back and...
Forum - 04/10/2023
... into effect on January 1. Refer to the Service Policies and Procedures Manual Article 5 (Reimbursement) for additional detail on labor rate Options A and C....
Forum - 06/05/2017
Lube/oil/filter changes and tire rotation services under the 24/24 Smart Care Wrap 1 : Labor Operation 0600853 > Reimbursement $35 in net/miscellaneous. Recommend contacting GMPP if you continue to experience difficulty processing this transaction...
Forum - 03/14/2017
In the CTA program guide it states-- USING THIRD-PARTY LOANERS/WARRANTY RENTAL REIMBURSEMENT Dealers participating in the CTA Program will be allowed to use third-party (i.e. Enterprise) loaner units under the following condition only: ...
Salary for Warranty Administration - 01/16/2017
... in negotiation with management regarding getting paid a bonus based on the total dollar amount of reimbursement received by the end of the month. I have asked for a 1% bonus. I have been told by a former service manager that getting that...
Forum - 01/16/2017
Yes I do. I get a bonus of 2% of the warranty reimbursement received in each month. I think it's a great way to ensure we are getting as much paid as we can per transaction. Hope this helps.
What Would You Do - 05/16 - 04/28/2016
... would be apparent that the corrosion could have been removed. The service manager feels that the customer will not return to the store for future service or sales if the steps are not replaced. Additionally, only the driver side step is exhibiting...
Forum - 03/15/2018
1st: Submit the reimbursement claim and be sure to scan a copy of the check to attach to the claim. 2nd: Submit the recall claim.
What Would You Do - 10/14 - 10/03/2014
... for a 13-day rental - $1,800 transport invoice for transport of the repaired vehicle to the customer's new home The warranty administrator noticed dialogue on the hard copy stating that the customer was in the process of moving from Tennessee to Texas...
What Would You Do - 05/14 - 05/09/2014
... with 36,217 miles took the vehicle to the dealership for a concern with the spare tire. The customer stated that the spare tire would not release from under the vehicle. The technician found that the tube was loose on the bottom of the truck. After releasing...
Re: complimentary oil n filter change, tire rotation and 27 point insp.for anniversary - 09/26/2012
... will be strictly enforced. Any dealer submitting claims that do not adhere to the above fixed reimbursement amounts will be subject to debit of the access amount." Labor Op: z2342 Transaction Type: zssp Reimbursement: miscellaneous net item ***coupon...
Maintenance Voucher Opcodes Z2312 and Z2313 rejecting for Not Compatible to VIN? - 01/08/2013
... with Labour Code . (LTG Pub) I read the Bulletin stating that after 12/31/2012 you couldn't claim reimbursement for the 5.00 DEXOS credit program. I haven't seen anything on the GM Credit Card Maintenance Voucher claims. These have an expiration date...
Re: Dexos credit submissions - 01/11/2013
... told to submit this claim under GWM. I am using the original RO# to do so. My question is "on a customer pay only RO, which has no warranty information in GWM, do you use the line that the original oil change was put on the jobcard or do you add a...
Re: RESET ALCOHOL CONTENT ??? - 05/03/2012
Need more info..... what was the customer complaint? Were there any DTC's? What led the tech to perform the smoke test? Looking for evap leak? If you have a DTC that shows a potential leak, try using CCND opcode J9992 (Customer Concern Not Duplicated...
... being help open (only our stop sell vehicles). Also I am so confues about the FLOOR PLAN REIMBURSEMENT and WORKING CAPITAL ASSISTANCE PROGRAM.This is all so new to me in general and now thisese are two programs I have never done before at all and...
Forum - 12/09/2019
... is. But I will use $100/hr labor rate (3.0x100.00= 300.00 Labor + 116.45 Materials= 416.45 Total Reimbursement). They will also reimburse 25% blend, but I never try to calculate that in. I know I am probably losing some there, but I dont wanna find out...
Forum - 10/16/2019
... on what you wrote, I don't see a way to get a reimbursement. Did this other shop reimburse the customer for a repair out of town on something they did?...
Forum - 03/12/2019
Hi! The warranty parts expediting program only provides reimbursement for GM parts expedited for warranty repairs (repairs performed during any Applicable Warranty period - e.g. bumper to bumper, powertrain).
Forum - 05/30/2018
... this when I went to the Global support page: Q: 18159 - Noncompliance Recall Floor Plan Reimbursement A: Page Content For claims rejecting with error 076 with labor operation 9103868 for the floor plan reimbursement it is a known issue and is...
Forum - 04/25/2018
... was performed with comments indicating why only one key was provided at time of service, for reimbursement of the key only....
Forum - 04/10/2018
Reimbursement is $75. Refer to the 2017 and Newer MY GM Vehicle Maintenance Program Reference Sheet available within the new Warranty Administration Resource Center App. The sheet is located within the Dealer Program Guides tab under the Included ...
Forum - 07/23/2021
Incidental, non-warranty expense means items such as hotel bills for trip interruptions and car payment reimbursements, not used car pdi tickets. The advisor needs to have an active GMIN number, with sufficient training in Global, on all claaims subm...
Forum - 02/21/2021
... by the Serice Agent to top off windshield washer solvent during the PDI may be submitted for reimbursement using labor operation 0590052 (PDI Related Fluid Adds). Only the actual amount of quart(s) used to prepare the diluted solvent added...
Forum - 12/22/2020
Hi CarolRoyal: The $245 reimbursement applies to the 2020MY Chevrolet Corvette - RPO LT2. (Global Message GCUS-9-10365)
Forum - 01/11/2022
... for your NIT (net item tow) with the required information. Remember the max is $130.00 on a tow reimbursement....
NEW VEHICLE AND CPO MAINTENANCE AMOUNTS NOT WORKING - 07/26/2022
... to submit for net misc. I am still using the reference guide i printed in April though I undertand reimbursement will be going up soon. For some reason, I have had a few that keep saying I am exceeding the net amount for the labor op, going back and...
Forum - 04/10/2023
... into effect on January 1. Refer to the Service Policies and Procedures Manual Article 5 (Reimbursement) for additional detail on labor rate Options A and C....
Forum - 06/05/2017
Lube/oil/filter changes and tire rotation services under the 24/24 Smart Care Wrap 1 : Labor Operation 0600853 > Reimbursement $35 in net/miscellaneous. Recommend contacting GMPP if you continue to experience difficulty processing this transaction...
Forum - 03/14/2017
In the CTA program guide it states-- USING THIRD-PARTY LOANERS/WARRANTY RENTAL REIMBURSEMENT Dealers participating in the CTA Program will be allowed to use third-party (i.e. Enterprise) loaner units under the following condition only: ...
Salary for Warranty Administration - 01/16/2017
... in negotiation with management regarding getting paid a bonus based on the total dollar amount of reimbursement received by the end of the month. I have asked for a 1% bonus. I have been told by a former service manager that getting that...
Forum - 01/16/2017
Yes I do. I get a bonus of 2% of the warranty reimbursement received in each month. I think it's a great way to ensure we are getting as much paid as we can per transaction. Hope this helps.
What Would You Do - 05/16 - 04/28/2016
... would be apparent that the corrosion could have been removed. The service manager feels that the customer will not return to the store for future service or sales if the steps are not replaced. Additionally, only the driver side step is exhibiting...
Forum - 03/15/2018
1st: Submit the reimbursement claim and be sure to scan a copy of the check to attach to the claim. 2nd: Submit the recall claim.
What Would You Do - 10/14 - 10/03/2014
... for a 13-day rental - $1,800 transport invoice for transport of the repaired vehicle to the customer's new home The warranty administrator noticed dialogue on the hard copy stating that the customer was in the process of moving from Tennessee to Texas...
What Would You Do - 05/14 - 05/09/2014
... with 36,217 miles took the vehicle to the dealership for a concern with the spare tire. The customer stated that the spare tire would not release from under the vehicle. The technician found that the tube was loose on the bottom of the truck. After releasing...
Re: complimentary oil n filter change, tire rotation and 27 point insp.for anniversary - 09/26/2012
... will be strictly enforced. Any dealer submitting claims that do not adhere to the above fixed reimbursement amounts will be subject to debit of the access amount." Labor Op: z2342 Transaction Type: zssp Reimbursement: miscellaneous net item ***coupon...
Maintenance Voucher Opcodes Z2312 and Z2313 rejecting for Not Compatible to VIN? - 01/08/2013
... with Labour Code . (LTG Pub) I read the Bulletin stating that after 12/31/2012 you couldn't claim reimbursement for the 5.00 DEXOS credit program. I haven't seen anything on the GM Credit Card Maintenance Voucher claims. These have an expiration date...
Re: Dexos credit submissions - 01/11/2013
... told to submit this claim under GWM. I am using the original RO# to do so. My question is "on a customer pay only RO, which has no warranty information in GWM, do you use the line that the original oil change was put on the jobcard or do you add a...
Re: RESET ALCOHOL CONTENT ??? - 05/03/2012
Need more info..... what was the customer complaint? Were there any DTC's? What led the tech to perform the smoke test? Looking for evap leak? If you have a DTC that shows a potential leak, try using CCND opcode J9992 (Customer Concern Not Duplicated...
Re: GM Dealer Rent-A-Car - 04/06/2012
... them a RIDE to/from their destination instead of putting them in a vehicle. Of course, if the customer wants something to drive, we have something they can rent from us. Keep in mind that this policy is NOT part of their warranty, but a COURTESY...
Re: DRAC cars - 08/19/2011
... It states "Upon reporting the necessary vehicles as outlined in the Program Guide, the dealership reimbursement rate will be updated in Global Warranty Management (GWM) to $42 per day. This change will be communicated to the Service Manager via the...
Re: recall 10153 - 12/08/2010
My thought would be that they would be considered the same as a dealership and wouldn't get the reimbursement. Can't find anything in the Q&A section in the recall to confirm/deny that, but that's my opinion. It does talk about the check being issued...
Re: HUMMER - COMPLIMENTARY MAINTANENCE COUPONS - 11/15/2010
Jim/Brian: Have either of you come across a revision or update supporting the $30 reimbursement?
Re: Parts purchased locally. global pays less. - 10/29/2010
Good example Radley Chevrolet Gals for the correct parts expedite reimbursement procedure. More information may be found in the GWM Clarification Bulletin #2 - Message G_0000050657 (document may be found in Message Archives).
Re: PERFORMING BUYBACK INSPECTIONS - 05/20/2009
... pay dealer cost, account 231/237, for the replacement vehicle when it becomes necessary to trade a customer into a new GM vehicle. Account 231/237 represents the net-net invoice (for Saab, net amount). Dealer gets 125% of their advertising monies back...
Re: GM $15 cards. - 07/01/2009
... The card expired on June 30. The back side of the card contained labor operation Z2218 for a $15 reimbursement. There may be other cards that are valid, but contain a different operation number....
Re: NEW RENTAL RATE QUESTION... - 05/12/2010
... vehicles) Any other GM vehicles (excluding Cadillac and HUMMER) can be rented at a $42 daily reimbursement rate if they are rented through Enterprise Rent-A-Car or part of the Service Agent's own daily rental fleet. If Enterprise or the Service Agent's...
Re: #10023 CAMPAIGN - 04/01/2010
[quote] Rhonda: DID YOU HAVE TO DO V2226 AS AN ADD-ON AFTER V2223 PAID [/quote] you have to submit for floor plan reimbursement first and then submit for eps motor recall and show it as a repeat repairs
Re: PONTIAC PREFERRED OIL CHANGES-SYNTHETIC - 03/23/2010
... recommed your Service Manager review the Dealer Guide, as any feedback to GM from your customers may create additional problems for your dealership. Good luck....
Re: DUAL HEADREST DVD - 12/12/2008
(quote)You can verify a reimbursement by going to GM EPIC then go under invoise and put the VIN in as the control number (/quote) Thanks for this tip! Our Parts mgr is new & didn't know where to look!
What Would You Do? 08/08 - 10/14/2008
A customer with a 2004 Dodge Intrepid recently visited their local C/D/J dealership for an oil change. The vehicle had 32,421 miles on it. A few weeks after the service visit the customer was back in the service department with a concern of an oil leak...
Re: Rental Cars - 10/20/2008
... IMMEDIATELY Date: May 8, 2008 Subject: Correction for Pontiac G6 Courtesy Transportation Reimbursement Rate To: All US GM Dealers Attention: Service Manager and Warranty Administrator The 2008 edition of the Service Policy and Procedures and Warranty...
What Would You Do? 10/08 - 10/14/2008
A vehicle is in the service department for a transmission related concern. After diagnosing the customer concern, the technician determines that the transmission must be reconditioned. The repair is covered by a factory supplied service contract administered...
Re: Rental Cars - 10/23/2008
[quote] Kristen: The Rental Allowance Guidelines reference card has been updated to reflect the change in rental reimbursement for the Pontiac G6 ($42). Thanks, I still had a outdated copy. I just reprinted it.
What Would You Do? 07/08 - 07/25/2008
A customer brings their vehicle in with an air conditioning concern. The technician performs the diagnosis by adding dye and black light testing the vehicle. It is found that the rear extension tube needs to be replaced, but there are no parts available....
Increase in shuttle allowance - 08/25/2008
... and Warranty Administrator Effective September 1, 2008 Courtesy Transportation Shuttle reimbursement will be increased to $7.50 for a one way trip and $15.00 for a round trip shuttle service. The remainder of the Courtesy Transportation program...
Re: 09 Traverse PDI Adds - 10/03/2008
See document # G_0000012187: GM Accessories VPO/LPO Programs: Reimbursement for dealer labor. The following option codes & reimbursement amounts are listed for the Traverse: VBS Two Way Advanced Remote $98.00 VQM Chrome Assist Steps $70.00 VQQ Black...
Service Management Approvals - 09/19/2007
We are on a "paperless" repair order system. We print a shop copy that is signed electronically by the customer and the printed copy is given to them. We also print out a final customer invoice after repairs are completed. At this time we are adding a...
Forum - 09/19/2007
... section. Please see paragraphs 4 & 5 within that article that covers Canadian tourists. If the customer is a tourist, verify the customer's residency and maintain a copy in the dealer's file. H route the claim to your rep. for payment with the odometer...
DEBRI IN TIRE - 11/20/2007
... warranty. They stated they would show me the debri and at very low mileage if I would expect the customer to pay for the debri. Satisfied that I was correct in expecting the customer to pay for the tire we went to look at the debri. It was a petrified...
No Start on New DuraMax - 11/26/2007
... population that live in the the "boonies" and sell a LARGE amount of diesel trucks. This one customer called for a tow, his brand new Silverado wouldn't start, crank, nothing; but it was working fine the night before when he parked it. We sent our...
Re: SPECIAL POLICYS - 02/27/2008
" Special Coverage Subsequent Failure Handling To maintain customer satisfaction, any completed Special Coverage repairs that subsequently require follow-up or corrective work should be performed at no expense to the customer. The vehicle must still...
A simple oil change - 03/11/2008
We had a customer in one morning for a routine oil change on his diesel pickup. Later that day he called, absolutely furious on the phone, wanting to talk to the manager. He said he had just pulled into his driveway, stepped out of the vehicle, and noticed...
Re: Another goodwill question... - 07/09/2008
I have found that if a customer has a service contract, no goodwill is possible, whether the component is covered by them or not. Also, MIC stands for Motors Insurance Corp. I hope this helps. Here's what I found in P&P 1.5.4 "Adjustments beyond the warranty...
... them a RIDE to/from their destination instead of putting them in a vehicle. Of course, if the customer wants something to drive, we have something they can rent from us. Keep in mind that this policy is NOT part of their warranty, but a COURTESY...
Re: DRAC cars - 08/19/2011
... It states "Upon reporting the necessary vehicles as outlined in the Program Guide, the dealership reimbursement rate will be updated in Global Warranty Management (GWM) to $42 per day. This change will be communicated to the Service Manager via the...
Re: recall 10153 - 12/08/2010
My thought would be that they would be considered the same as a dealership and wouldn't get the reimbursement. Can't find anything in the Q&A section in the recall to confirm/deny that, but that's my opinion. It does talk about the check being issued...
Re: HUMMER - COMPLIMENTARY MAINTANENCE COUPONS - 11/15/2010
Jim/Brian: Have either of you come across a revision or update supporting the $30 reimbursement?
Re: Parts purchased locally. global pays less. - 10/29/2010
Good example Radley Chevrolet Gals for the correct parts expedite reimbursement procedure. More information may be found in the GWM Clarification Bulletin #2 - Message G_0000050657 (document may be found in Message Archives).
Re: PERFORMING BUYBACK INSPECTIONS - 05/20/2009
... pay dealer cost, account 231/237, for the replacement vehicle when it becomes necessary to trade a customer into a new GM vehicle. Account 231/237 represents the net-net invoice (for Saab, net amount). Dealer gets 125% of their advertising monies back...
Re: GM $15 cards. - 07/01/2009
... The card expired on June 30. The back side of the card contained labor operation Z2218 for a $15 reimbursement. There may be other cards that are valid, but contain a different operation number....
Re: NEW RENTAL RATE QUESTION... - 05/12/2010
... vehicles) Any other GM vehicles (excluding Cadillac and HUMMER) can be rented at a $42 daily reimbursement rate if they are rented through Enterprise Rent-A-Car or part of the Service Agent's own daily rental fleet. If Enterprise or the Service Agent's...
Re: #10023 CAMPAIGN - 04/01/2010
[quote] Rhonda: DID YOU HAVE TO DO V2226 AS AN ADD-ON AFTER V2223 PAID [/quote] you have to submit for floor plan reimbursement first and then submit for eps motor recall and show it as a repeat repairs
Re: PONTIAC PREFERRED OIL CHANGES-SYNTHETIC - 03/23/2010
... recommed your Service Manager review the Dealer Guide, as any feedback to GM from your customers may create additional problems for your dealership. Good luck....
Re: DUAL HEADREST DVD - 12/12/2008
(quote)You can verify a reimbursement by going to GM EPIC then go under invoise and put the VIN in as the control number (/quote) Thanks for this tip! Our Parts mgr is new & didn't know where to look!
What Would You Do? 08/08 - 10/14/2008
A customer with a 2004 Dodge Intrepid recently visited their local C/D/J dealership for an oil change. The vehicle had 32,421 miles on it. A few weeks after the service visit the customer was back in the service department with a concern of an oil leak...
Re: Rental Cars - 10/20/2008
... IMMEDIATELY Date: May 8, 2008 Subject: Correction for Pontiac G6 Courtesy Transportation Reimbursement Rate To: All US GM Dealers Attention: Service Manager and Warranty Administrator The 2008 edition of the Service Policy and Procedures and Warranty...
What Would You Do? 10/08 - 10/14/2008
A vehicle is in the service department for a transmission related concern. After diagnosing the customer concern, the technician determines that the transmission must be reconditioned. The repair is covered by a factory supplied service contract administered...
Re: Rental Cars - 10/23/2008
[quote] Kristen: The Rental Allowance Guidelines reference card has been updated to reflect the change in rental reimbursement for the Pontiac G6 ($42). Thanks, I still had a outdated copy. I just reprinted it.
What Would You Do? 07/08 - 07/25/2008
A customer brings their vehicle in with an air conditioning concern. The technician performs the diagnosis by adding dye and black light testing the vehicle. It is found that the rear extension tube needs to be replaced, but there are no parts available....
Increase in shuttle allowance - 08/25/2008
... and Warranty Administrator Effective September 1, 2008 Courtesy Transportation Shuttle reimbursement will be increased to $7.50 for a one way trip and $15.00 for a round trip shuttle service. The remainder of the Courtesy Transportation program...
Re: 09 Traverse PDI Adds - 10/03/2008
See document # G_0000012187: GM Accessories VPO/LPO Programs: Reimbursement for dealer labor. The following option codes & reimbursement amounts are listed for the Traverse: VBS Two Way Advanced Remote $98.00 VQM Chrome Assist Steps $70.00 VQQ Black...
Service Management Approvals - 09/19/2007
We are on a "paperless" repair order system. We print a shop copy that is signed electronically by the customer and the printed copy is given to them. We also print out a final customer invoice after repairs are completed. At this time we are adding a...
Forum - 09/19/2007
... section. Please see paragraphs 4 & 5 within that article that covers Canadian tourists. If the customer is a tourist, verify the customer's residency and maintain a copy in the dealer's file. H route the claim to your rep. for payment with the odometer...
DEBRI IN TIRE - 11/20/2007
... warranty. They stated they would show me the debri and at very low mileage if I would expect the customer to pay for the debri. Satisfied that I was correct in expecting the customer to pay for the tire we went to look at the debri. It was a petrified...
No Start on New DuraMax - 11/26/2007
... population that live in the the "boonies" and sell a LARGE amount of diesel trucks. This one customer called for a tow, his brand new Silverado wouldn't start, crank, nothing; but it was working fine the night before when he parked it. We sent our...
Re: SPECIAL POLICYS - 02/27/2008
" Special Coverage Subsequent Failure Handling To maintain customer satisfaction, any completed Special Coverage repairs that subsequently require follow-up or corrective work should be performed at no expense to the customer. The vehicle must still...
A simple oil change - 03/11/2008
We had a customer in one morning for a routine oil change on his diesel pickup. Later that day he called, absolutely furious on the phone, wanting to talk to the manager. He said he had just pulled into his driveway, stepped out of the vehicle, and noticed...
Re: Another goodwill question... - 07/09/2008
I have found that if a customer has a service contract, no goodwill is possible, whether the component is covered by them or not. Also, MIC stands for Motors Insurance Corp. I hope this helps. Here's what I found in P&P 1.5.4 "Adjustments beyond the warranty...
Locating A Clunking Sound - 08/07/2008
A customer brought in his Buick Roadmaster wagon for a "clunking sound" heard when turning left or right and over bumps. Three different techs heard it but no one could locate the source of the noise. We kept the vehicle over a week-still no luck. Finally...
Re: COURTESY TRANSPORTATION - 07/01/2008
... RENTAL IS $42 FOR 1ST DAY, AND $37 FOR SUBSEQUENT DAYS (WHY NOT THE SAME PRICE FOR EACH DAY) 1) CUSTOMER OWNS IMPALA - RENTED COBALT 2) CUSTOMER OWNS IMPALA - RENTAL AVEO [/quote] If a small vehicle is rented, the rental rate is $37 for each day....
COURTESY TRANSPORTATION - 06/25/2008
... RENTAL IS $42 FOR 1ST DAY, AND $37 FOR SUBSEQUENT DAYS (WHY NOT THE SAME PRICE FOR EACH DAY) 1) CUSTOMER OWNS IMPALA - RENTED COBALT 2) CUSTOMER OWNS IMPALA - RENTAL AVEO ...
RADIO B CLAIM - 10/27/2008
I always seem to be baffled by this one. A customer had the radio R&R to send out to specmo on 8/8/8 at 92910 miles. On 10/21/8 at 98457 miles the customer returned with the same complaint of unable to eject CD's. Found nec to R&R radio again. This...
Re: Non-Gm Windshields - 12/24/2008
... is obtained (refer to the paragraph "Warranty Coverage" above). Dealer is to indicate to the customer in writing any modifications made or parts and or accessories installed on the vehicle that are not marketed by or authorized by GM. Refer to Article...
Re: Monday morning brain fog-- goodwill question - 03/25/2009
... a messenger document and said that between 70,000-80,000 miles they would cover the cluster only, customer pays labor. Just today, a messenger document was released with updated information. They are now covering the '05 models as well and keeping...
Re: Engine Warranty Question - 01/15/2009
... Warranty Applies only when purchased as a retail transaction. (Retail Transaction is defined as customer paying all or any portion of transaction.) Goodwill adjustments where the purchaser participates and for GMPP repairs, (or other service contract),...
Re: Global Warranty and ADP users - 03/08/2010
... it for warranty. If there is warranty on an RO our cashiers know to leave the RO open, even if the customer paid...[/quote] So, are the cashiers able to cashier the customer pay or do you give it back to them after the warranty is done to cashier i...
Re: DEALER INSTALLED GM ACCESSORIES - 05/03/2010
Question in regards to the whole GM accessories thing. Do GM accessories sold to customer at time of vehicle purchase fall under this message as well or is it just those added at time the order is placed with GM? To my understanding, the accessories...
Re: SERVICE OFFER CERTIFICATES - 04/22/2010
I called DBC recently and they advised me that on GlobalConnect there is a link under service that you can see all the customers who are being directed to your dealership for promotions. The link is labeled Dealer Manifest. I had to have my GlobalConnect...
Re: SALVAGE -WARRANTY BLOCK VEHICLES - 01/06/2010
... processed. All GM Dealer's are to access the GMVIS system in order to qualify warranty coverage. Customers who wish to challenge a voided or branded title should be directed to GM Customer Assistance. ...
Re: WHY SEALS AND GASKETS ARE NOT WARRANTY(B AND N CLAIMS) - 04/22/2009
... TALKING ABOUT. THE OWNER WAS BEHIND ME SO THEY LOST. NO MORE ARGUEMENTS! BUT JUST HOPE THE CUSTOMER DOESN'T GET GM CUSTOMER SERVICE INVOLVED....THEN YOUR LIFE WILL REALLY BE HELL....
GM warranty quiz jan 11-2 - 01/21/2011
... title. I picked answer with ZREG, ZPTI, ZPTC & ZFAT, somebody please help me out here. Are not customer pay tickets (regardless of salvage title or not) put into global so ALL GM dealerships throughout the USA able to see what is done to all vehicles?...
Dye test - 07/09/2010
I know this has probably been asked We are working on 2008 Chevrolet Impala, customer complains of coolant leak, we can not find a leak, installed dye and customer to drive. Is there an op for the dye test? Thanks for any help!
Re: recall for the heated wiper fluid - 06/09/2010
... system. After performing the procedure, dealers are to issue a $100 USD/$105 CDN check to the customer as compensation for the loss of this feature. Involved vehicles currently in dealer/retailer new or used car inventory are not eligible for a check....
Re: Goodwill for radio - 07/22/2011
... but GM issued a bulletin and will not allow the ESC to do that any longer. Once it's ordered a Customer Pay they will no longer change it. At least ours won't :-) Bulletin: 05-00-89-045B: Dealers must notify ESCs of the goodwill at time of part order...
Re: Certified Service - 03/23/2011
... Complimentary Maintenance program for Saturns and Pontiac's is offered on line in emails sent to customers. I'm wondering how to keep track of the maintenance performed? We have only seen the cards that are sent in the mail, which you record on the card....
CUST BROKE DOWN "OUT OF TOWN" - 01/17/2012
I have a customer (from bay area) that broke down while down south "Transmission would not shift"... The vehicle was in shop from dec 23rd to dec 30th & K7251/Input housing & turbine shaft assy was performed -- the cust was never offered alternate transportation...
Re: Complimentary Anniversary LOF Labor Op - 04/23/2012
... and had no information on such a program. She asked me to fax her the email provided by the customer & said she would "escalate" the case. I am to be contacted by her by Thursday. We shall see...... This email looks genuine, has all the usual GM...
Re: What would you do? - 07/20/2012
... to work thru now, is there is no punch times.... at the dealership level the claim was considered 'customer pay' from the start- should the tech have punched in anyway, ALBSOLUTELY- but never in a million years did anyone involved beleive this was going...
Information on VISS - 06/06/2012
Does anyone know how the information is submitted so it shows up on VISS? We have a customer who has a 2008 Equinox, original owner who does all service at our dealership. When I attempted to submit a goodwill claim (she was out by 240 miles), the...
Re: Ignition Recall Towing - 07/16/2014
THE LAST INFORMATION I READ, UNDER THE IGNITION RECALLS 13454 AND 14063, GM ROADSIDE WILL COVER TOWING IF THE CUSTOMER CAN'T OR DOESN'T FEEL SAFE DRIVING THEIR VEHICLE TO THE DEALERSHIP. YOU MUST CALL A SPECIAL NUMBER SPECIFICALLY FOR THIS: 1-855-381-5826...
Re: Business Choice - 11/20/2013
... at the dealer's discretion, as stated under the "General" header of the same message.** The customer acknowledges their understanding of the program and what it covers through the Customer Acknowledgement Form. Kristen/jlwarranty...
What Would You Do - 01/14 - 01/10/2014
... started on a Tuesday, in late December, 2013, and completed on Wednesday of that same week. The customer was provided with a rental unit to minimize their inconvenience. Because the dealership participates in the GMDRAC (GM Dealer Rent-a-Car) program...
Enhanced Chevy and Buick /GMC courtesty trasporation program - 01/03/2014
Got a few q's..... If a customer has a customer pay repair order and needs a loaner vehicle, how is that submitted for? The bulletin, # 07-00-89-037 says for a full day we can get $42, partial $21. Where is the labor op to claim it? Looks like a repair...
A customer brought in his Buick Roadmaster wagon for a "clunking sound" heard when turning left or right and over bumps. Three different techs heard it but no one could locate the source of the noise. We kept the vehicle over a week-still no luck. Finally...
Re: COURTESY TRANSPORTATION - 07/01/2008
... RENTAL IS $42 FOR 1ST DAY, AND $37 FOR SUBSEQUENT DAYS (WHY NOT THE SAME PRICE FOR EACH DAY) 1) CUSTOMER OWNS IMPALA - RENTED COBALT 2) CUSTOMER OWNS IMPALA - RENTAL AVEO [/quote] If a small vehicle is rented, the rental rate is $37 for each day....
COURTESY TRANSPORTATION - 06/25/2008
... RENTAL IS $42 FOR 1ST DAY, AND $37 FOR SUBSEQUENT DAYS (WHY NOT THE SAME PRICE FOR EACH DAY) 1) CUSTOMER OWNS IMPALA - RENTED COBALT 2) CUSTOMER OWNS IMPALA - RENTAL AVEO ...
RADIO B CLAIM - 10/27/2008
I always seem to be baffled by this one. A customer had the radio R&R to send out to specmo on 8/8/8 at 92910 miles. On 10/21/8 at 98457 miles the customer returned with the same complaint of unable to eject CD's. Found nec to R&R radio again. This...
Re: Non-Gm Windshields - 12/24/2008
... is obtained (refer to the paragraph "Warranty Coverage" above). Dealer is to indicate to the customer in writing any modifications made or parts and or accessories installed on the vehicle that are not marketed by or authorized by GM. Refer to Article...
Re: Monday morning brain fog-- goodwill question - 03/25/2009
... a messenger document and said that between 70,000-80,000 miles they would cover the cluster only, customer pays labor. Just today, a messenger document was released with updated information. They are now covering the '05 models as well and keeping...
Re: Engine Warranty Question - 01/15/2009
... Warranty Applies only when purchased as a retail transaction. (Retail Transaction is defined as customer paying all or any portion of transaction.) Goodwill adjustments where the purchaser participates and for GMPP repairs, (or other service contract),...
Re: Global Warranty and ADP users - 03/08/2010
... it for warranty. If there is warranty on an RO our cashiers know to leave the RO open, even if the customer paid...[/quote] So, are the cashiers able to cashier the customer pay or do you give it back to them after the warranty is done to cashier i...
Re: DEALER INSTALLED GM ACCESSORIES - 05/03/2010
Question in regards to the whole GM accessories thing. Do GM accessories sold to customer at time of vehicle purchase fall under this message as well or is it just those added at time the order is placed with GM? To my understanding, the accessories...
Re: SERVICE OFFER CERTIFICATES - 04/22/2010
I called DBC recently and they advised me that on GlobalConnect there is a link under service that you can see all the customers who are being directed to your dealership for promotions. The link is labeled Dealer Manifest. I had to have my GlobalConnect...
Re: SALVAGE -WARRANTY BLOCK VEHICLES - 01/06/2010
... processed. All GM Dealer's are to access the GMVIS system in order to qualify warranty coverage. Customers who wish to challenge a voided or branded title should be directed to GM Customer Assistance. ...
Re: WHY SEALS AND GASKETS ARE NOT WARRANTY(B AND N CLAIMS) - 04/22/2009
... TALKING ABOUT. THE OWNER WAS BEHIND ME SO THEY LOST. NO MORE ARGUEMENTS! BUT JUST HOPE THE CUSTOMER DOESN'T GET GM CUSTOMER SERVICE INVOLVED....THEN YOUR LIFE WILL REALLY BE HELL....
GM warranty quiz jan 11-2 - 01/21/2011
... title. I picked answer with ZREG, ZPTI, ZPTC & ZFAT, somebody please help me out here. Are not customer pay tickets (regardless of salvage title or not) put into global so ALL GM dealerships throughout the USA able to see what is done to all vehicles?...
Dye test - 07/09/2010
I know this has probably been asked We are working on 2008 Chevrolet Impala, customer complains of coolant leak, we can not find a leak, installed dye and customer to drive. Is there an op for the dye test? Thanks for any help!
Re: recall for the heated wiper fluid - 06/09/2010
... system. After performing the procedure, dealers are to issue a $100 USD/$105 CDN check to the customer as compensation for the loss of this feature. Involved vehicles currently in dealer/retailer new or used car inventory are not eligible for a check....
Re: Goodwill for radio - 07/22/2011
... but GM issued a bulletin and will not allow the ESC to do that any longer. Once it's ordered a Customer Pay they will no longer change it. At least ours won't :-) Bulletin: 05-00-89-045B: Dealers must notify ESCs of the goodwill at time of part order...
Re: Certified Service - 03/23/2011
... Complimentary Maintenance program for Saturns and Pontiac's is offered on line in emails sent to customers. I'm wondering how to keep track of the maintenance performed? We have only seen the cards that are sent in the mail, which you record on the card....
CUST BROKE DOWN "OUT OF TOWN" - 01/17/2012
I have a customer (from bay area) that broke down while down south "Transmission would not shift"... The vehicle was in shop from dec 23rd to dec 30th & K7251/Input housing & turbine shaft assy was performed -- the cust was never offered alternate transportation...
Re: Complimentary Anniversary LOF Labor Op - 04/23/2012
... and had no information on such a program. She asked me to fax her the email provided by the customer & said she would "escalate" the case. I am to be contacted by her by Thursday. We shall see...... This email looks genuine, has all the usual GM...
Re: What would you do? - 07/20/2012
... to work thru now, is there is no punch times.... at the dealership level the claim was considered 'customer pay' from the start- should the tech have punched in anyway, ALBSOLUTELY- but never in a million years did anyone involved beleive this was going...
Information on VISS - 06/06/2012
Does anyone know how the information is submitted so it shows up on VISS? We have a customer who has a 2008 Equinox, original owner who does all service at our dealership. When I attempted to submit a goodwill claim (she was out by 240 miles), the...
Re: Ignition Recall Towing - 07/16/2014
THE LAST INFORMATION I READ, UNDER THE IGNITION RECALLS 13454 AND 14063, GM ROADSIDE WILL COVER TOWING IF THE CUSTOMER CAN'T OR DOESN'T FEEL SAFE DRIVING THEIR VEHICLE TO THE DEALERSHIP. YOU MUST CALL A SPECIAL NUMBER SPECIFICALLY FOR THIS: 1-855-381-5826...
Re: Business Choice - 11/20/2013
... at the dealer's discretion, as stated under the "General" header of the same message.** The customer acknowledges their understanding of the program and what it covers through the Customer Acknowledgement Form. Kristen/jlwarranty...
What Would You Do - 01/14 - 01/10/2014
... started on a Tuesday, in late December, 2013, and completed on Wednesday of that same week. The customer was provided with a rental unit to minimize their inconvenience. Because the dealership participates in the GMDRAC (GM Dealer Rent-a-Car) program...
Enhanced Chevy and Buick /GMC courtesty trasporation program - 01/03/2014
Got a few q's..... If a customer has a customer pay repair order and needs a loaner vehicle, how is that submitted for? The bulletin, # 07-00-89-037 says for a full day we can get $42, partial $21. Where is the labor op to claim it? Looks like a repair...
Re: CPO Maintenance Plan - 09/25/2015
Verify the vehicle calls for this type of oil. The customer may be requesting this oil and could pay the difference in price. There is only Standard $30.00 / Dexos $35.00 / Synthetic $60.00 / and Diesel $60.00. The customer or dealer would have...
Forum - 03/01/2018
... want to claim diagnosis? That is what it sounds like. Based on that assumption I would say no. Any customer should be educated at write up that there is a potential that the failure may not be covered if it is due to improper maintenance, wear, or abuse....
Forum - 12/08/2017
ZSET ‐ Service event. This is an optional transaction type for internal or customer pay transactions. Customer pay actions may include accessories, maintenance, or repair procedures. This transaction is used to submit for...
Forum - 12/06/2017
... it only says the Date and Time is needed. It should say, You must state that the customer approved the concern and provide the date and time that they approved it. It shouldn't be something that can be interpreted wrong, it should be very clear...
Forum - 09/06/2017
... are other special circumstances, vehicles with branded titles may be included. If included, those customers will receive a special coverage notification letter and their vehicles will be identified in the Global Warranty Management system as being involved....
TOW CHARGES - 06/28/2017
... be paid under the warranty claim since it was still covered under basic. Was told that the customer would need to claim it under the Roadside Assistance. Is this correct? I thought that it was to be handled the best way for the customer. Does any one...
Re: DEALERTRACK - 06/21/2016
my GMPP claims are booked as customer pay lines. (GMPP pays list) having the lines booked as customer pay it will generate tax. "90" your screen. Do an "M", dollar amount, RO# (as your debit control number) and account is 26300. The repair order will...
What Would You Do - 11/16 - 10/26/2016
... Program when the vehicle ran out of fuel. The program is designed to provide an exceptional customer experience in the form of minor repairs or the coordination of towing services when the need arises. Fuel delivery is one of the available light services...
Forum - 08/24/2016
... are other special circumstances, vehicles with branded titles may be included. If included, those customers will receive a special coverage notification letter and their vehicles will be identified in the Global Warranty Management system as being involved....
Forum - 03/23/2017
... No it's not and cnkraemer says yes it is. Let me try again to ask a different way...Say a customer comes in with a complaint of a leak under the front of the car. We determine that we need to replace the radiator. We have to order the radiator. ...
Forum - 04/05/2017
... - complete the Tire PRA and handle as a ZREG transaction. OR... In the interest of customer loyalty for a non-manufacturer's defect situation, the situation may be handled as customer enthusiasm. It is important to indicate...
Forum - 07/07/2023
In the FAQ's under message GCUS-3-2929 it says Q10) If customers are concerned, can they get a rental car or courtesy transportation? A10) Courtesy transportation is available for customers whose vehicles are involved in this recall and are...
Forum - 08/01/2023
... starting to make sense, I think. LOL Parts were ordered through SPO. So it seems this would be a customer added RPO and we wouldn't collect from GM. I also spoke to my sales manager and he pulled up the factory invoice; he said it doesn't list the black...
Forum - 03/10/2023
... we need to know to give you a good answer. The short version is if you install the part initially customer pay then the warranty period is 2 years unlimited (with exceptions) part and labor. Also the parts warranty does not reset every time it...
CCND on In stock Vehicles - 03/12/2023
... and there are nopark assist issues, please ignore these DTC's and continuewith diagnosis of the customer complaint following diagnosisin SI. Note: Please do not attempt to program the K182 Park Assistmodule at this time until a verified fix is available....
WARRANTY ADMINISTRATOR - 02/09/2023
... I have a part ticket for a sensor that was purchased over the counter in January 2023, the customer returned the sensor in February, we have the failed sensor, and our Parts Department gave the customer another sensor. I am trying to use ZPTC I have...
Forum - 06/27/2022
... Manual page 18: "One Concern with Two Published Labour Operations: There may be times when the customer expressed ONE concern, but it is actually TWO concerns and should be written up as two separate lines. Example: Customer describes a pulsation from...
What Would You Do? - 12/22 - 11/21/2022
... with the vehicle until a repair was developed. As TAC advised to not drive the vehicle, the customer was placed in a rental on 5/9/2022. The customer was in the rental vehicle for 174 days, until 11/8/2022 when the vehicle was repaired.After...
What Would You Do? - 02/23 - 01/24/2023
A job card was written on September 13, 2022 to address a customer concern of not being able to turn the steering wheel on their 2016 Cadillac CT6 with 40,600 miles. While outside of the new vehicle bumper to bumper warranty, the vehicle has coverage...
Forum - 07/07/2022
... 95/5 issue. We have a claim that was opened on 05/23/2022. It had a recall on it and the rest was customer pay. The recall was done on 5/23 but the rest of the repairs were done in July due to waiting for parts. So since the customer didn't get all their...
Forum - 01/28/2022
You would need an op code for each repair. If, repair is $1000, customer would be responsible for $500 of repair totals and GM the other $500. You would put a deductible on each repair line. Hood deductible $250 (oh however much the repairs...
What Would You Do - 11/20 - 10/27/2020
... a unique situation involving a recall repair on a 2019 Chevrolet Silverado with 14,284 miles. The customer visited their dealership for a LOF, MPVI, and performance of open Customer Satisfaction Recall N192264451: Premature Brake Wear Notification.The...
Forum - 07/28/2021
Here, we have cashier who inputs time and note and collects customer payments. Then I get them: lop, flag warranty time, check for compliance, make sure all sublet invoices are accounted for, and submit and follow all the way thru to crediting warranty...
Forum - 04/25/2018
... months/unlimited miles, whichever is greater. Batteries purchased as a retail transaction by the customer are covered under the terms of the ACDelco battery warranty by the service agent or ACDelco distributor. Policies & Procedures Article 2.8.4:...
Forum - 04/25/2018
One Concern, but Separate Causes Scenario - When two unrelated causes are found to be contributing to a single customer complaint, they should be claimed in two transactions with the corresponding labor operations applicable to the failed components....
Verify the vehicle calls for this type of oil. The customer may be requesting this oil and could pay the difference in price. There is only Standard $30.00 / Dexos $35.00 / Synthetic $60.00 / and Diesel $60.00. The customer or dealer would have...
Forum - 03/01/2018
... want to claim diagnosis? That is what it sounds like. Based on that assumption I would say no. Any customer should be educated at write up that there is a potential that the failure may not be covered if it is due to improper maintenance, wear, or abuse....
Forum - 12/08/2017
ZSET ‐ Service event. This is an optional transaction type for internal or customer pay transactions. Customer pay actions may include accessories, maintenance, or repair procedures. This transaction is used to submit for...
Forum - 12/06/2017
... it only says the Date and Time is needed. It should say, You must state that the customer approved the concern and provide the date and time that they approved it. It shouldn't be something that can be interpreted wrong, it should be very clear...
Forum - 09/06/2017
... are other special circumstances, vehicles with branded titles may be included. If included, those customers will receive a special coverage notification letter and their vehicles will be identified in the Global Warranty Management system as being involved....
TOW CHARGES - 06/28/2017
... be paid under the warranty claim since it was still covered under basic. Was told that the customer would need to claim it under the Roadside Assistance. Is this correct? I thought that it was to be handled the best way for the customer. Does any one...
Re: DEALERTRACK - 06/21/2016
my GMPP claims are booked as customer pay lines. (GMPP pays list) having the lines booked as customer pay it will generate tax. "90" your screen. Do an "M", dollar amount, RO# (as your debit control number) and account is 26300. The repair order will...
What Would You Do - 11/16 - 10/26/2016
... Program when the vehicle ran out of fuel. The program is designed to provide an exceptional customer experience in the form of minor repairs or the coordination of towing services when the need arises. Fuel delivery is one of the available light services...
Forum - 08/24/2016
... are other special circumstances, vehicles with branded titles may be included. If included, those customers will receive a special coverage notification letter and their vehicles will be identified in the Global Warranty Management system as being involved....
Forum - 03/23/2017
... No it's not and cnkraemer says yes it is. Let me try again to ask a different way...Say a customer comes in with a complaint of a leak under the front of the car. We determine that we need to replace the radiator. We have to order the radiator. ...
Forum - 04/05/2017
... - complete the Tire PRA and handle as a ZREG transaction. OR... In the interest of customer loyalty for a non-manufacturer's defect situation, the situation may be handled as customer enthusiasm. It is important to indicate...
Forum - 07/07/2023
In the FAQ's under message GCUS-3-2929 it says Q10) If customers are concerned, can they get a rental car or courtesy transportation? A10) Courtesy transportation is available for customers whose vehicles are involved in this recall and are...
Forum - 08/01/2023
... starting to make sense, I think. LOL Parts were ordered through SPO. So it seems this would be a customer added RPO and we wouldn't collect from GM. I also spoke to my sales manager and he pulled up the factory invoice; he said it doesn't list the black...
Forum - 03/10/2023
... we need to know to give you a good answer. The short version is if you install the part initially customer pay then the warranty period is 2 years unlimited (with exceptions) part and labor. Also the parts warranty does not reset every time it...
CCND on In stock Vehicles - 03/12/2023
... and there are nopark assist issues, please ignore these DTC's and continuewith diagnosis of the customer complaint following diagnosisin SI. Note: Please do not attempt to program the K182 Park Assistmodule at this time until a verified fix is available....
WARRANTY ADMINISTRATOR - 02/09/2023
... I have a part ticket for a sensor that was purchased over the counter in January 2023, the customer returned the sensor in February, we have the failed sensor, and our Parts Department gave the customer another sensor. I am trying to use ZPTC I have...
Forum - 06/27/2022
... Manual page 18: "One Concern with Two Published Labour Operations: There may be times when the customer expressed ONE concern, but it is actually TWO concerns and should be written up as two separate lines. Example: Customer describes a pulsation from...
What Would You Do? - 12/22 - 11/21/2022
... with the vehicle until a repair was developed. As TAC advised to not drive the vehicle, the customer was placed in a rental on 5/9/2022. The customer was in the rental vehicle for 174 days, until 11/8/2022 when the vehicle was repaired.After...
What Would You Do? - 02/23 - 01/24/2023
A job card was written on September 13, 2022 to address a customer concern of not being able to turn the steering wheel on their 2016 Cadillac CT6 with 40,600 miles. While outside of the new vehicle bumper to bumper warranty, the vehicle has coverage...
Forum - 07/07/2022
... 95/5 issue. We have a claim that was opened on 05/23/2022. It had a recall on it and the rest was customer pay. The recall was done on 5/23 but the rest of the repairs were done in July due to waiting for parts. So since the customer didn't get all their...
Forum - 01/28/2022
You would need an op code for each repair. If, repair is $1000, customer would be responsible for $500 of repair totals and GM the other $500. You would put a deductible on each repair line. Hood deductible $250 (oh however much the repairs...
What Would You Do - 11/20 - 10/27/2020
... a unique situation involving a recall repair on a 2019 Chevrolet Silverado with 14,284 miles. The customer visited their dealership for a LOF, MPVI, and performance of open Customer Satisfaction Recall N192264451: Premature Brake Wear Notification.The...
Forum - 07/28/2021
Here, we have cashier who inputs time and note and collects customer payments. Then I get them: lop, flag warranty time, check for compliance, make sure all sublet invoices are accounted for, and submit and follow all the way thru to crediting warranty...
Forum - 04/25/2018
... months/unlimited miles, whichever is greater. Batteries purchased as a retail transaction by the customer are covered under the terms of the ACDelco battery warranty by the service agent or ACDelco distributor. Policies & Procedures Article 2.8.4:...
Forum - 04/25/2018
One Concern, but Separate Causes Scenario - When two unrelated causes are found to be contributing to a single customer complaint, they should be claimed in two transactions with the corresponding labor operations applicable to the failed components....
Forum - 09/14/2018
While the program guides for the Buick, Chevrolet, and GMC Maintenance Programs have not yet been released, the Customer Acknowledgement forms indicate that the customer will receive one maintenance visit during the first 12 months of ownership....
Bulletin #PIE0485: Engineering Information - Airbag Light On and/or Intermittently On, DTC B0074-0D Set or Stored in History - 11/01/2018
... them sent back for testing. So neither of these two things are covered under warranty for this customer anymore, but the engineer told the tech they are covered and to use the labor op in the bulletin above, but when you look up that bulletin the labor...
Forum - 10/17/2018
Customer pay, GM doesn't pay for the programming on a customer purchased module. Oops, I didn't read the whole thing before I posted. Sadly, my original answer still stands. That sounds like a ZPTC and programming is not part of that type of claim. The ...
What Would You Do - 11/19 - 10/23/2019
... part to an independent service repair facility. The repair facility then installed the part on a customer’s vehicle. Unfortunately, after installation the vehicle incurred a failure with the replaced part while being operated out of town. While...
Forum - 11/13/2019
... covered if you have approved diagnostic time. Once it becomes warranty you don't still charge the customer for diagnostic time. It becomes whatever you determine customer participation will be. Does that make sense? ...
Forum - 01/07/2020
... lack of maintenance, the absence of claims submitted within the brand maintenance program and/or customer pay receipts for maintenance establish the customer's unwillingness to perform routine maintenance on their vehicle, and as result, do not provide...
Forum - 03/13/2020
... Operating Procedures Bulletin (04-00-89-015): Q: If my total repair elapsed time is on the customer pay line of the job card, but the job card had one customer pay line and two warranty lines on the same ticket, would I be debited back for the...
Forum - 03/12/2020
You have to be very careful. Most customers have vouchers thru the My Rewards Program which you do redeem through the app on Global Connect and it is paid through the dealer's open account. However, recently I have had two customers come in...
What Would You Do - 09/19 - 08/27/2019
The tonneau cover on a customer’s 2019 Chevrolet Silverado flew off while the customer was driving down the road due to an apparent manufacturer’s defect. The technician inspected the vehicle and the bent tonneau cover and determined it required...
Forum - 08/27/2019
... job card. (P&P Article 3.2.8) As a best practice, encourage technician time documentation on customer pay/internal job cards for continuity (as well as in the event a repair changes from customer pay to warranty). ...
Forum - 09/10/2019
.) What is the policy on swapping parts from a stock vehicle to a customer vehicle? Swapped parts must be returned to the stock vehicle with replacement parts ordered for the customer vehicle
Forum - 03/21/2019
... approve. Early bird envelopes or drop-off forms must provide the following fields for the customer to complete: Date including month, day and year (MM/DD/YYYY) Complete VIN Odometer reading taken from the vehicle (mileage must be validated via a...
Warranty Administrator responsibilities - 12/12/2023
... My current process with warranty claims is terrible - my advisors bill everything, deliver the customer, then the cashier closes the job card. The next morning, my warranty admin grabs the pile of claims from the previous day and reviews them all...
What Would You Do? - 01/24 - 12/27/2023
A customer had their 2017 Buick Regal towed to their dealership with concerns of a smoking/burning oil odor and runs rough condition. The technician diagnosed the concern and found that there was internal damage to the engine, requiring replacement.A...
Forum - 03/05/2024
... they money they make I would tell sales to shut up and just pay for some center caps to make the customer happy. Why would they even waste your time on this one? Tell them to do a field product report or something if they want to push it and move on....
OTC transmission failure - 01/30/2024
I have a vehicle here in the shop that we are looking at for an internal transmission issue, the customer now provides documents where he bought this transmission OTC for our parts warehouse is labor for the repair or replace covered if he didn't pay...
Forum - 01/09/2024
In most cases we write seperate tickest for warranty and customer pay. We all work the same hours in our department so I ,warranty admin,am usually here if anything abnormal happens. We work together as a team and make out pretty well.
Service management approval - 01/09/2024
I am looking for clarification about when a job card changes from customer pay to warranty. I believe the policy change sometime back that the service manager does not have to sign for this any longer. I don't seem to be able to locate any documentation...
Forum - 01/12/2024
Its the vac pump one, N182202780, P&P says while under the new vehicle warranty. Customer's out of B2B and paid for it, but, if I can get them reimbursed I would like to.
Forum - 01/25/2024
I too am on Dealertrack, we have it set up that I am the only one (besides upper management) can close warranty claims. I am the final close on the RO if there is warranty. With the way you have it, then the customer has to sign twice do they not?
Bulletin 16-NA-102 for part warranty - 11/02/2023
HiVehicle had the fuel system replaced under customer pay in 2022. Repair would be under a parts warranty. Just wondering if any one has used the bulletin labor op for a parts warranty? I am thinking to use the fuel injection pump LOP as that was the...
unaccepted claim - 12/20/2023
I have 2 warranty claims that will not process through Dealertrack (and yes I hate it too). The reject that I get is "BAC header could not be converted into valid SAP customer number". Anyone else have this experience?
Towing and special coverages - 01/10/2024
Refresh my memory, is towing permitted on a vehicle that is out of B2B but has a special coverage. The customer did not feel safe driving it.
Forum - 01/11/2024
I am on DealerTrack, the warranty ticket can stay open after the customer pay is closed so as the warranty administrator I can correct what has been paid by the writer or cashier and fix it prior to submission and closing the warranty portion of the ...
Forum - 03/11/2024
Hi Ron - Apologies for the confusion in regards to the "inspected / verified" verbiage - which refers to an add on customer concern after job card write up. (Reference: Service P&P Article 6.3) Please refer to P&P Article 6.2.2 Authorization...
While the program guides for the Buick, Chevrolet, and GMC Maintenance Programs have not yet been released, the Customer Acknowledgement forms indicate that the customer will receive one maintenance visit during the first 12 months of ownership....
Bulletin #PIE0485: Engineering Information - Airbag Light On and/or Intermittently On, DTC B0074-0D Set or Stored in History - 11/01/2018
... them sent back for testing. So neither of these two things are covered under warranty for this customer anymore, but the engineer told the tech they are covered and to use the labor op in the bulletin above, but when you look up that bulletin the labor...
Forum - 10/17/2018
Customer pay, GM doesn't pay for the programming on a customer purchased module. Oops, I didn't read the whole thing before I posted. Sadly, my original answer still stands. That sounds like a ZPTC and programming is not part of that type of claim. The ...
What Would You Do - 11/19 - 10/23/2019
... part to an independent service repair facility. The repair facility then installed the part on a customer’s vehicle. Unfortunately, after installation the vehicle incurred a failure with the replaced part while being operated out of town. While...
Forum - 11/13/2019
... covered if you have approved diagnostic time. Once it becomes warranty you don't still charge the customer for diagnostic time. It becomes whatever you determine customer participation will be. Does that make sense? ...
Forum - 01/07/2020
... lack of maintenance, the absence of claims submitted within the brand maintenance program and/or customer pay receipts for maintenance establish the customer's unwillingness to perform routine maintenance on their vehicle, and as result, do not provide...
Forum - 03/13/2020
... Operating Procedures Bulletin (04-00-89-015): Q: If my total repair elapsed time is on the customer pay line of the job card, but the job card had one customer pay line and two warranty lines on the same ticket, would I be debited back for the...
Forum - 03/12/2020
You have to be very careful. Most customers have vouchers thru the My Rewards Program which you do redeem through the app on Global Connect and it is paid through the dealer's open account. However, recently I have had two customers come in...
What Would You Do - 09/19 - 08/27/2019
The tonneau cover on a customer’s 2019 Chevrolet Silverado flew off while the customer was driving down the road due to an apparent manufacturer’s defect. The technician inspected the vehicle and the bent tonneau cover and determined it required...
Forum - 08/27/2019
... job card. (P&P Article 3.2.8) As a best practice, encourage technician time documentation on customer pay/internal job cards for continuity (as well as in the event a repair changes from customer pay to warranty). ...
Forum - 09/10/2019
.) What is the policy on swapping parts from a stock vehicle to a customer vehicle? Swapped parts must be returned to the stock vehicle with replacement parts ordered for the customer vehicle
Forum - 03/21/2019
... approve. Early bird envelopes or drop-off forms must provide the following fields for the customer to complete: Date including month, day and year (MM/DD/YYYY) Complete VIN Odometer reading taken from the vehicle (mileage must be validated via a...
Warranty Administrator responsibilities - 12/12/2023
... My current process with warranty claims is terrible - my advisors bill everything, deliver the customer, then the cashier closes the job card. The next morning, my warranty admin grabs the pile of claims from the previous day and reviews them all...
What Would You Do? - 01/24 - 12/27/2023
A customer had their 2017 Buick Regal towed to their dealership with concerns of a smoking/burning oil odor and runs rough condition. The technician diagnosed the concern and found that there was internal damage to the engine, requiring replacement.A...
Forum - 03/05/2024
... they money they make I would tell sales to shut up and just pay for some center caps to make the customer happy. Why would they even waste your time on this one? Tell them to do a field product report or something if they want to push it and move on....
OTC transmission failure - 01/30/2024
I have a vehicle here in the shop that we are looking at for an internal transmission issue, the customer now provides documents where he bought this transmission OTC for our parts warehouse is labor for the repair or replace covered if he didn't pay...
Forum - 01/09/2024
In most cases we write seperate tickest for warranty and customer pay. We all work the same hours in our department so I ,warranty admin,am usually here if anything abnormal happens. We work together as a team and make out pretty well.
Service management approval - 01/09/2024
I am looking for clarification about when a job card changes from customer pay to warranty. I believe the policy change sometime back that the service manager does not have to sign for this any longer. I don't seem to be able to locate any documentation...
Forum - 01/12/2024
Its the vac pump one, N182202780, P&P says while under the new vehicle warranty. Customer's out of B2B and paid for it, but, if I can get them reimbursed I would like to.
Forum - 01/25/2024
I too am on Dealertrack, we have it set up that I am the only one (besides upper management) can close warranty claims. I am the final close on the RO if there is warranty. With the way you have it, then the customer has to sign twice do they not?
Bulletin 16-NA-102 for part warranty - 11/02/2023
HiVehicle had the fuel system replaced under customer pay in 2022. Repair would be under a parts warranty. Just wondering if any one has used the bulletin labor op for a parts warranty? I am thinking to use the fuel injection pump LOP as that was the...
unaccepted claim - 12/20/2023
I have 2 warranty claims that will not process through Dealertrack (and yes I hate it too). The reject that I get is "BAC header could not be converted into valid SAP customer number". Anyone else have this experience?
Towing and special coverages - 01/10/2024
Refresh my memory, is towing permitted on a vehicle that is out of B2B but has a special coverage. The customer did not feel safe driving it.
Forum - 01/11/2024
I am on DealerTrack, the warranty ticket can stay open after the customer pay is closed so as the warranty administrator I can correct what has been paid by the writer or cashier and fix it prior to submission and closing the warranty portion of the ...
Forum - 03/11/2024
Hi Ron - Apologies for the confusion in regards to the "inspected / verified" verbiage - which refers to an add on customer concern after job card write up. (Reference: Service P&P Article 6.3) Please refer to P&P Article 6.2.2 Authorization...
Forum - 03/25/2019
Yes, just what I always goes by. Customer feels that the date he got his vehicle back would be start of the warranty period. Much appreciated for your help! Thank you
Forum - 04/02/2019
... get a straight answer as to what GM considered a 'top-off', but we set a limit at 1 gallon and customer is responsible for the rest. ...
Forum - 04/27/2019
... That dealership is not a GM dealership. They installed that transmission for the customer. That tranmission failed. The other dealership replaced with a new transmission. Pretty sure this was handled all wrong. The last...
Forum - 04/30/2019
... transaction should have been processed on another line. Management approval for the added line and customer approval for the repair should have been obtained....
Forum - 04/09/2019
... repair order or sales slip showing VIN, installation date, and mileage. Recommend having the customer provide as much documentation as possible. The paper trail should support the parts store purchase of the part from your dealership...
Forum - 04/09/2019
... the maintenance programs including the terms associated with the program, labor operation(s), and reimbursement. The card is found within the Resources tab of the Warranty Community. Select the Special Program Labor Operations card from the Warranty...
How to get paid for Dye testing? - 06/19/2019
... have Dye on the RO. Now, GM doesn't want Repair Orders left open to wait for this customer to come back, so do we just have to write off the dye on the current RO? ...
Forum - 06/20/2019
I've done the floor plan reimbursements before but it is usually more trouble than it is worth. I may do them on these with the update. Not sure about that other thing. Don't hold tickets open, this is an example as to why. There are instances in which...
Forum - 05/22/2019
Oh good heavens. Not sure what I was thinking. Both were customer pay. I was handed a check and was thinking I had to get reimbursed from GM when it's just US reimbursing them. It's been a long day. Thank you Kristen
Forum - 06/05/2019
We cover the labor internally and charge to advertising (65D) for 12 months. If the service advisor wants to cover labor for customer satisfaction after 12 months, he can obtain the service manager's approval.
Forum - 10/01/2019
... Service Agent net price and the actual cost, up to the trade price. If no trade price is listed, reimbursement will not exceed $100 (per job card) or 25% of the GM CCA Service Agent net price....
Dealer Loaner - 08/21/2019
... responisbility , unless you have been maintaing the vehicle , but if it is being used regularly by customers where does that fall?...
Forum - 07/11/2019
... labor operations/time for accessory warranty repair or replacement labor reimbursement). Refer also to the Accessory Information Center app for a list of GM's Integrated Business Partners (e.g. Fold-a-Cover, Kicker, etc), the IBP...
Forum - 07/16/2019
... not mentioning the 'in-channel' visors, as we have had several that have came off the vehicles and customers are really upset with that. I had literally spent over an hour trying to locate the info, getting sent in 5000 wrong directions... I wish the...
Recalibrating System - Warrranty Time? - 07/26/2019
Hi,Can anyone tell me if this is something that GM pays us for? Customer was getting a message stating that the cruise control was disengaged. We found codes (B1325 & B127E), recalibrated/reset system.
Forum - 02/27/2020
... of parts can be very useful from a diagnostic perspective, swapped parts must never remain on the customer's vehicle. If it is determined (from swapping parts) that a vehicle part is the source of the warranty concern, a new GM or GM approved replacement...
ZSET-Parts installed by parts department - 03/20/2020
My question is alot of the time our customers purchase accessories (mainly floor liners) at parts counter and our parts employees install them. Do we still need to make an RO to complete the ZSET transaction or can we use a counter ticket to...
Forum - 02/20/2020
If it is GM Rewards Owner Loyalty, there is an App for that in Global where you enter the customer voucher number or email address and submit for redemption. This is paid through your GM statement, business office.
Forum - 03/12/2020
... CAC issued ones have information at the bottom of the letter on how to submit for reimbursement. The credit card vouchers, I have not been trained on and I'd rather not even know. I already have enough jobs!...
Forum - 03/12/2020
No, this is the MyRewards points that the customers redeem for service/parts vouchers. Once they come into dealer, we have to accept the voucher in the app on Global and give jobcard/parts invoice number and it pays on the statement
Forum - 01/17/2020
Thanks for the reply ewill3rd. I know we can't bill out parts on exchange units, I just wanted to make sure we can still claim the $45 admin allowance even with customer participation.
Uber and Lyft - 02/13/2020
So my SM has adopted a policy of calling Uber and Lyft to help customers and he wants me to figure out a way to get reimbursed.I don't see anything in the courtesy transportation guidelines that indicates we can or cannot.It just says something about...
Forum - 02/13/2020
Are you able to do this if the customer did the work himself ? but then found out there was a recall for that? he used a non gm part can we do anything for him
Repeat Repair Time and Mileage Limits - 02/05/2020
We had a claim that was in our shop previously, the customer drove the vehicle 6,000 miles more since the last time it was here 3 months back but it rejected with Error R for repeat repeair . From what information I can find the time...
Forum - 12/20/2019
Customer must submit receipts for repair, in their name, and have proof of ownership at time of repair. We get a copy of the owners drivers license too, to verify identity. If they purchased thru us, and have a current state registration, that serves ...
Yes, just what I always goes by. Customer feels that the date he got his vehicle back would be start of the warranty period. Much appreciated for your help! Thank you
Forum - 04/02/2019
... get a straight answer as to what GM considered a 'top-off', but we set a limit at 1 gallon and customer is responsible for the rest. ...
Forum - 04/27/2019
... That dealership is not a GM dealership. They installed that transmission for the customer. That tranmission failed. The other dealership replaced with a new transmission. Pretty sure this was handled all wrong. The last...
Forum - 04/30/2019
... transaction should have been processed on another line. Management approval for the added line and customer approval for the repair should have been obtained....
Forum - 04/09/2019
... repair order or sales slip showing VIN, installation date, and mileage. Recommend having the customer provide as much documentation as possible. The paper trail should support the parts store purchase of the part from your dealership...
Forum - 04/09/2019
... the maintenance programs including the terms associated with the program, labor operation(s), and reimbursement. The card is found within the Resources tab of the Warranty Community. Select the Special Program Labor Operations card from the Warranty...
How to get paid for Dye testing? - 06/19/2019
... have Dye on the RO. Now, GM doesn't want Repair Orders left open to wait for this customer to come back, so do we just have to write off the dye on the current RO? ...
Forum - 06/20/2019
I've done the floor plan reimbursements before but it is usually more trouble than it is worth. I may do them on these with the update. Not sure about that other thing. Don't hold tickets open, this is an example as to why. There are instances in which...
Forum - 05/22/2019
Oh good heavens. Not sure what I was thinking. Both were customer pay. I was handed a check and was thinking I had to get reimbursed from GM when it's just US reimbursing them. It's been a long day. Thank you Kristen
Forum - 06/05/2019
We cover the labor internally and charge to advertising (65D) for 12 months. If the service advisor wants to cover labor for customer satisfaction after 12 months, he can obtain the service manager's approval.
Forum - 10/01/2019
... Service Agent net price and the actual cost, up to the trade price. If no trade price is listed, reimbursement will not exceed $100 (per job card) or 25% of the GM CCA Service Agent net price....
Dealer Loaner - 08/21/2019
... responisbility , unless you have been maintaing the vehicle , but if it is being used regularly by customers where does that fall?...
Forum - 07/11/2019
... labor operations/time for accessory warranty repair or replacement labor reimbursement). Refer also to the Accessory Information Center app for a list of GM's Integrated Business Partners (e.g. Fold-a-Cover, Kicker, etc), the IBP...
Forum - 07/16/2019
... not mentioning the 'in-channel' visors, as we have had several that have came off the vehicles and customers are really upset with that. I had literally spent over an hour trying to locate the info, getting sent in 5000 wrong directions... I wish the...
Recalibrating System - Warrranty Time? - 07/26/2019
Hi,Can anyone tell me if this is something that GM pays us for? Customer was getting a message stating that the cruise control was disengaged. We found codes (B1325 & B127E), recalibrated/reset system.
Forum - 02/27/2020
... of parts can be very useful from a diagnostic perspective, swapped parts must never remain on the customer's vehicle. If it is determined (from swapping parts) that a vehicle part is the source of the warranty concern, a new GM or GM approved replacement...
ZSET-Parts installed by parts department - 03/20/2020
My question is alot of the time our customers purchase accessories (mainly floor liners) at parts counter and our parts employees install them. Do we still need to make an RO to complete the ZSET transaction or can we use a counter ticket to...
Forum - 02/20/2020
If it is GM Rewards Owner Loyalty, there is an App for that in Global where you enter the customer voucher number or email address and submit for redemption. This is paid through your GM statement, business office.
Forum - 03/12/2020
... CAC issued ones have information at the bottom of the letter on how to submit for reimbursement. The credit card vouchers, I have not been trained on and I'd rather not even know. I already have enough jobs!...
Forum - 03/12/2020
No, this is the MyRewards points that the customers redeem for service/parts vouchers. Once they come into dealer, we have to accept the voucher in the app on Global and give jobcard/parts invoice number and it pays on the statement
Forum - 01/17/2020
Thanks for the reply ewill3rd. I know we can't bill out parts on exchange units, I just wanted to make sure we can still claim the $45 admin allowance even with customer participation.
Uber and Lyft - 02/13/2020
So my SM has adopted a policy of calling Uber and Lyft to help customers and he wants me to figure out a way to get reimbursed.I don't see anything in the courtesy transportation guidelines that indicates we can or cannot.It just says something about...
Forum - 02/13/2020
Are you able to do this if the customer did the work himself ? but then found out there was a recall for that? he used a non gm part can we do anything for him
Repeat Repair Time and Mileage Limits - 02/05/2020
We had a claim that was in our shop previously, the customer drove the vehicle 6,000 miles more since the last time it was here 3 months back but it rejected with Error R for repeat repeair . From what information I can find the time...
Forum - 12/20/2019
Customer must submit receipts for repair, in their name, and have proof of ownership at time of repair. We get a copy of the owners drivers license too, to verify identity. If they purchased thru us, and have a current state registration, that serves ...
Forum - 01/22/2020
... They can let you know ahead of submission, if they would be willing to help. If you advised the customer of the proper way of handling it, moving forward, let WS know that as well. The dealer limit, is only what does not have to be reviewed. ...
Forum - 01/17/2020
... adm. time. Make sure the parts Dept. is ordering the exchange units as out of warranty/policy not customer pay. I'm sure you knew all of this though....
Forum - 01/21/2020
... Maintenance Program Reference Sheet. In these situations we typically would follow the current reimbursement for the corresponding service (e.g. diesel service). What amount are you submitting to receive the excessive net error?...
PET and Diagnostic Time - 11/09/2019
Hi,In the October newsletter is this statement: "Customers must agree to a diagnosis charge to determine the exact cause of failure before the PET can be ran." Is that stated in policy somewhere? I've got several policy claims that I...
Over the counter defective part return without replacement - 10/10/2019
... about getting the defective over the counter part warrantied if no replacement is supplied to the customer so no part would be billed out on the warranty job card? ...
Forum - 10/16/2019
... policy to be reimbursed. It will give you an op code to use for the reimbusement. Write the customer the check for the paid amount and keep a copy of the check with the job card. When running the job card it will usually allow you a 20.00 ...
Forum - 11/19/2018
Is there any more information you can provide? Like was the vehicle in shop for that whole time, or did at any point the customer take the vehicle and leave while waiting on a part or anything?
Forum - 11/20/2018
Best practice: obtain and document as much information as possible from the customer - although in some cases, it may be quite limited. No authorization, just keep in mind that there is a $500 standard dealer empowerment limit for ZPTC/ZPTI transacti...
Forum - 11/02/2018
There is not an administrative allowance reimbursement associated with regular battery replacements. Lithium Ion Drive batteries and battery sections that are exchanged through an authorized Battery Service Center are eligible for a $20 administrative...
Forum - 11/15/2018
No add on authorization is required for a customer pay type repair. Authorization is required with warranty pay types only. Job card documentation must support the scenario.
Forum - 10/17/2018
A good advisor should have an idea of whether or not a repair is warranty based on the customer complaint. I don't think there is a hard and fast rule but I have worked places where you write everything up as warranty (under 3/36) then if it isn't covered...
Forum - 12/21/2018
... ESC to correct that mistake as well. To prevent this from further happening when a change from customer pay to warranty is going to happen not only should the service manager be notified but the parts department should be as well....
Loose Bolts on Truck Bed - 11/29/2018
HiWe had a customer come in with the complaint of a loud noise when going over bumps. After inspecting the vehicle the tech found that some of the bed bolts were loose and retorqued them. I know there is not a labor op for that so was going to use the...
Forum - 12/10/2018
Well, it is on wiper blades. The customer said they just replaced them, but the original Repair Order was on 7/24/2018 and there's already been at least 2,500 miles added. To me, that sounds more like a maintenance item than parts warranty. Especially...
Forum - 02/11/2019
We deal with many trucks from the coal mines. We usually give customer option to take it to a car wash, or pay for the removal (at a discounted rate)
Forum - 02/11/2019
We have had to 'gently' remind these customers, that keeping the undercarriage clean of corrosive mud can affect coverages. We once had to deny coverage on transfer case, due to finding coal mud IN the case. He paid to have transfer case replaced and...
Forum - 03/15/2019
The service is intended to provide shuttle of the customer from/to the service agent in the service agent operated shuttle service. With that being said, I would only claim those shuttles that are performed by your store's shuttle vehicle.
Courtesy Transportation and OnTrac Job Card Documentation - 02/27/2019
... I don't have access to our OnTrac so I'm not completely sure what our options are. Does the customer's signature have to be on the one attached to the job card?...
Rental & Part documentation - 02/27/2019
HiWe have a couple of vehicles where the customers were put in a rental due to having to order parts and it took some time to get the parts. What documentation are you attaching to the claim for back up? Is the parts department providing you with some...
Forum - 03/05/2019
... the rentals. I would let them know you need access. I make a copy of the Dealer Copy, with customers signature and hand write the "in" info. I print the in and attach it just for record keeping. I think we are all experimenting with the best way to incorporate...
Forum - 02/15/2019
... have to quit requesting OLH on there and let the service advisor know so that they can contact the customer....
Forum - 01/29/2019
Hello HIGHPLAINS! Thanks for posting the solution to your issue! We too have found that Complaint Code 0090 is the only valid code when submitting for the labor reimbursement for an Associated Accessory transaction.
Forum - 01/11/2019
Add-on's, no customer signatures, change of payment responsibility, are some examples of common missing authorizations. All of these have to be authorized as it takes place, not after first submission, like repeat repairs and excessive parts
Forum - 08/21/2018
... and new invoice. The original job card however, should not have been left open since the customer took the vehicle with them. If the vehicle is gone the job card should have been closed....
Forum - 10/12/2018
Any idea why they couldn't program it? If your service department was able to program it, it sounds as if the part was not the problem, but the repair facility was not doing it correctly. This sounds like customer pay to me.
... They can let you know ahead of submission, if they would be willing to help. If you advised the customer of the proper way of handling it, moving forward, let WS know that as well. The dealer limit, is only what does not have to be reviewed. ...
Forum - 01/17/2020
... adm. time. Make sure the parts Dept. is ordering the exchange units as out of warranty/policy not customer pay. I'm sure you knew all of this though....
Forum - 01/21/2020
... Maintenance Program Reference Sheet. In these situations we typically would follow the current reimbursement for the corresponding service (e.g. diesel service). What amount are you submitting to receive the excessive net error?...
PET and Diagnostic Time - 11/09/2019
Hi,In the October newsletter is this statement: "Customers must agree to a diagnosis charge to determine the exact cause of failure before the PET can be ran." Is that stated in policy somewhere? I've got several policy claims that I...
Over the counter defective part return without replacement - 10/10/2019
... about getting the defective over the counter part warrantied if no replacement is supplied to the customer so no part would be billed out on the warranty job card? ...
Forum - 10/16/2019
... policy to be reimbursed. It will give you an op code to use for the reimbusement. Write the customer the check for the paid amount and keep a copy of the check with the job card. When running the job card it will usually allow you a 20.00 ...
Forum - 11/19/2018
Is there any more information you can provide? Like was the vehicle in shop for that whole time, or did at any point the customer take the vehicle and leave while waiting on a part or anything?
Forum - 11/20/2018
Best practice: obtain and document as much information as possible from the customer - although in some cases, it may be quite limited. No authorization, just keep in mind that there is a $500 standard dealer empowerment limit for ZPTC/ZPTI transacti...
Forum - 11/02/2018
There is not an administrative allowance reimbursement associated with regular battery replacements. Lithium Ion Drive batteries and battery sections that are exchanged through an authorized Battery Service Center are eligible for a $20 administrative...
Forum - 11/15/2018
No add on authorization is required for a customer pay type repair. Authorization is required with warranty pay types only. Job card documentation must support the scenario.
Forum - 10/17/2018
A good advisor should have an idea of whether or not a repair is warranty based on the customer complaint. I don't think there is a hard and fast rule but I have worked places where you write everything up as warranty (under 3/36) then if it isn't covered...
Forum - 12/21/2018
... ESC to correct that mistake as well. To prevent this from further happening when a change from customer pay to warranty is going to happen not only should the service manager be notified but the parts department should be as well....
Loose Bolts on Truck Bed - 11/29/2018
HiWe had a customer come in with the complaint of a loud noise when going over bumps. After inspecting the vehicle the tech found that some of the bed bolts were loose and retorqued them. I know there is not a labor op for that so was going to use the...
Forum - 12/10/2018
Well, it is on wiper blades. The customer said they just replaced them, but the original Repair Order was on 7/24/2018 and there's already been at least 2,500 miles added. To me, that sounds more like a maintenance item than parts warranty. Especially...
Forum - 02/11/2019
We deal with many trucks from the coal mines. We usually give customer option to take it to a car wash, or pay for the removal (at a discounted rate)
Forum - 02/11/2019
We have had to 'gently' remind these customers, that keeping the undercarriage clean of corrosive mud can affect coverages. We once had to deny coverage on transfer case, due to finding coal mud IN the case. He paid to have transfer case replaced and...
Forum - 03/15/2019
The service is intended to provide shuttle of the customer from/to the service agent in the service agent operated shuttle service. With that being said, I would only claim those shuttles that are performed by your store's shuttle vehicle.
Courtesy Transportation and OnTrac Job Card Documentation - 02/27/2019
... I don't have access to our OnTrac so I'm not completely sure what our options are. Does the customer's signature have to be on the one attached to the job card?...
Rental & Part documentation - 02/27/2019
HiWe have a couple of vehicles where the customers were put in a rental due to having to order parts and it took some time to get the parts. What documentation are you attaching to the claim for back up? Is the parts department providing you with some...
Forum - 03/05/2019
... the rentals. I would let them know you need access. I make a copy of the Dealer Copy, with customers signature and hand write the "in" info. I print the in and attach it just for record keeping. I think we are all experimenting with the best way to incorporate...
Forum - 02/15/2019
... have to quit requesting OLH on there and let the service advisor know so that they can contact the customer....
Forum - 01/29/2019
Hello HIGHPLAINS! Thanks for posting the solution to your issue! We too have found that Complaint Code 0090 is the only valid code when submitting for the labor reimbursement for an Associated Accessory transaction.
Forum - 01/11/2019
Add-on's, no customer signatures, change of payment responsibility, are some examples of common missing authorizations. All of these have to be authorized as it takes place, not after first submission, like repeat repairs and excessive parts
Forum - 08/21/2018
... and new invoice. The original job card however, should not have been left open since the customer took the vehicle with them. If the vehicle is gone the job card should have been closed....
Forum - 10/12/2018
Any idea why they couldn't program it? If your service department was able to program it, it sounds as if the part was not the problem, but the repair facility was not doing it correctly. This sounds like customer pay to me.
Forum - 10/04/2018
Refer to P&P Article 3.2.2 for detail on the job card header information: Job Card Write-Up and Final Closeout All customer and vehicle information is to be completed accurately at the time of job card write-up and must include the following:•...
How to get paid for dye testing? - 09/27/2018
... of an oil leak. Tech couldn't visably see a leak, cleaned oil from the engine. Added dye. Customer drove vehicle and came back and no oil or dye is seen. Total time into the job was about an hour. How do we get paid for our time and the dye...
Relearn Steering Angle Sensor - 07/27/2018
Hi allJust wondering what others are using to claim this repair? There were no parts replaced. Just a customer complaint of stabilitrac light on and a code for the steering position sensor. Tech stated he relearned the steering angle sensor.Thanks, C...
Performance Software Upgrade? - 09/11/2018
A customer ordered a Chevy Performance Software package, they paid for the part and then there's a labor op to cover the labor under warranty. There is no information about how much time they pay or if it's a ZREG or what exactly. Has anyone...
Forum - 07/17/2018
... are running smoothly. As long as its not a requirement, I won't feel too upset if I did miss customer pay add-on lines. But we still try to do them all to form good habits :) ...
Forum - 07/09/2018
I have DealerTrack as well. Same answer I have received about attachments. I have to attach after downloading to Global. Typical DealerTrack. All in all I like it but the customer service sucks.
PARTS ORDERED PRIOR TO WARRANTY EXPIRATION BUT REPAIR NOT DONE UNTIL AFTER EXPIRATION - 06/19/2018
What is the best way to submit a claim where you ordered parts prior to warranty expiration, then the part comes in and customer comes in for repair but the warranty has now expired? My DMA answered me back and said: Run calculator, send me...
Missing: SPS Claim Code for Submission - 06/25/2018
... within the GM website. Is it possible to help him locate this code so we don't have to bring the customer back to repogram the frontal airbag again just for the sake of getting this five digit code? Thank you in advance! ...
Forum - 03/30/2018
Usually a Policy Approval would get rid of that error. Plus, you would do the PET calculator since it would now be considered policy and get DMA approval to waive the customer participation amount.
Forum - 03/30/2018
... to retention and recruitment of a new generation of technicians to our industry. There are also customer benefits with improvement in “fix it right the first time” that can improve your customer satisfaction and retention, which will drive...
Added operation lines on a PDI (Prep)? - 04/26/2018
... driving the new vehicle, there was an issue with the brake pedal. Obviously, there is no customer to get approval from...and it's a dealer owned vehicle so we don't need approval, we're obviously going to do the work. Any thoughts?...
I THINK I ALREADY KNOW THE ANSWER, JUST WANT TO VERIFY - 05/07/2018
MY QUESTION IS THIS, CAN YOU CLAIM OLH FOR LOOKING UP A BULLETIN THAT COVERS THE CUSTOMERS CONCERN? I THINK I KNOW THE ANSWER, IT WOULD MAKE SENSE TO ME THAT THE ANSWER IS NO, BUT I JUST WANT TO VERIFY. I HAVE A TECH ASKING FOR OLH AND THE EXPLANATION...
Forum - 05/25/2018
... are the vehicles in your rental fleet at your dealership. Meaning, come that date, say you put a customer in a 2016 rental unit, GM will not pay because it is not current or 1 year prior model year. Hope this helps some!...
SUNROOF/SUNSHADE REINITIALIZE - 05/25/2018
HiI have a claim where the customer complained about the sunroof not closing all the way. The tech said that he performed a sunroof/sunshade initialization/teach procedure. Does anyone know how to code this? I've looked for bulletins but only found...
Outward dents in truck bed wheel well area - 06/07/2018
We have had a couple of Silverado's brought in with the customer complaint of "outward dents" above the rear wheel wells. Upon inspection, we are finding rocks/gravel wedged against the outter pick up bed panel. My body tech thought there was a bulletin...
BATTERY REPLACEMENT OUT OF 3/36 - LABOR - 05/11/2018
Looking for clarification... I have a claim my advisor put thru as warranty/part warranty. The customer replaced battery 04/19/18 66843 miles - now is back 05/10/18 failed GR8 test.... My parts dept delt with AC Delco for the battery, but what is the...
Original Documents - 05/18/2018
The January 2018 issue of Warranty News states: "Authorizations, time documentation, customer signatures, etc are to be documented on the original job card document, not a reprinted copy. Reprinted copies are typcally indicated as such with...
Courtesy Transportation - 05/24/2018
... 2017-2019 model year vehicles will be eligible for rental. How can gm change the policy if our customer still have remaining powertrain warranty. How are we suppose to explain this to them....
Not Warrantable - 05/15/2018
... gave to me on a 2015 Chevrolet Cruze LT. The Complaint/Cause/Correction are as follows:Concern - Customer states the A/C is inoperable please check and adviseCause - Upon performing A/C inspection found the system was .8 lbs low on freeon which caused...
Forum - 05/17/2018
Yep, that would be AC Delco warranty and labor is on the customer or the dealer can choose to absorb the cost. We charge them the advertised price for whatever the current battery program is.
Work completed repair order flow process - 07/26/2021
... tech is finished it is turned into the service advisor to book the ticket and then hold until the customer picks up. This includes booking of the warranty and after the vehicle is gone then I get the whole shabang to review and if any changes need...
Forum - 08/19/2021
... things easier to find. Do you have any other ideas on where we might find information on customers vehicles that come in?...
Courtesy Transportation - 07/19/2021
We had to put a warranty customer in a Non-GM Vehicle through Enterprise. Per Bulletin # 07-00-89-037Q, in the section - Other Related Policies states Non-GM rentals should only be provided as last resort. My question is should Service Manager sign, explain...
Forum - 06/23/2021
Thanks 3MELISSAA for the response! Yes, the claim would be submitted with two lines, one line for the ball joint and the second line for the tire. A Tire Pre-Authorization must be obtained and the customer charged the appropriate pro-rate.
Forum - 06/23/2021
Although the tire is consequential damage to the lower control arm failure, the tire must be claimed on a seperate line. You must obtain a tire pre-authorization and charge the customer the appropriate pro-rate on the tire.
Refer to P&P Article 3.2.2 for detail on the job card header information: Job Card Write-Up and Final Closeout All customer and vehicle information is to be completed accurately at the time of job card write-up and must include the following:•...
How to get paid for dye testing? - 09/27/2018
... of an oil leak. Tech couldn't visably see a leak, cleaned oil from the engine. Added dye. Customer drove vehicle and came back and no oil or dye is seen. Total time into the job was about an hour. How do we get paid for our time and the dye...
Relearn Steering Angle Sensor - 07/27/2018
Hi allJust wondering what others are using to claim this repair? There were no parts replaced. Just a customer complaint of stabilitrac light on and a code for the steering position sensor. Tech stated he relearned the steering angle sensor.Thanks, C...
Performance Software Upgrade? - 09/11/2018
A customer ordered a Chevy Performance Software package, they paid for the part and then there's a labor op to cover the labor under warranty. There is no information about how much time they pay or if it's a ZREG or what exactly. Has anyone...
Forum - 07/17/2018
... are running smoothly. As long as its not a requirement, I won't feel too upset if I did miss customer pay add-on lines. But we still try to do them all to form good habits :) ...
Forum - 07/09/2018
I have DealerTrack as well. Same answer I have received about attachments. I have to attach after downloading to Global. Typical DealerTrack. All in all I like it but the customer service sucks.
PARTS ORDERED PRIOR TO WARRANTY EXPIRATION BUT REPAIR NOT DONE UNTIL AFTER EXPIRATION - 06/19/2018
What is the best way to submit a claim where you ordered parts prior to warranty expiration, then the part comes in and customer comes in for repair but the warranty has now expired? My DMA answered me back and said: Run calculator, send me...
Missing: SPS Claim Code for Submission - 06/25/2018
... within the GM website. Is it possible to help him locate this code so we don't have to bring the customer back to repogram the frontal airbag again just for the sake of getting this five digit code? Thank you in advance! ...
Forum - 03/30/2018
Usually a Policy Approval would get rid of that error. Plus, you would do the PET calculator since it would now be considered policy and get DMA approval to waive the customer participation amount.
Forum - 03/30/2018
... to retention and recruitment of a new generation of technicians to our industry. There are also customer benefits with improvement in “fix it right the first time” that can improve your customer satisfaction and retention, which will drive...
Added operation lines on a PDI (Prep)? - 04/26/2018
... driving the new vehicle, there was an issue with the brake pedal. Obviously, there is no customer to get approval from...and it's a dealer owned vehicle so we don't need approval, we're obviously going to do the work. Any thoughts?...
I THINK I ALREADY KNOW THE ANSWER, JUST WANT TO VERIFY - 05/07/2018
MY QUESTION IS THIS, CAN YOU CLAIM OLH FOR LOOKING UP A BULLETIN THAT COVERS THE CUSTOMERS CONCERN? I THINK I KNOW THE ANSWER, IT WOULD MAKE SENSE TO ME THAT THE ANSWER IS NO, BUT I JUST WANT TO VERIFY. I HAVE A TECH ASKING FOR OLH AND THE EXPLANATION...
Forum - 05/25/2018
... are the vehicles in your rental fleet at your dealership. Meaning, come that date, say you put a customer in a 2016 rental unit, GM will not pay because it is not current or 1 year prior model year. Hope this helps some!...
SUNROOF/SUNSHADE REINITIALIZE - 05/25/2018
HiI have a claim where the customer complained about the sunroof not closing all the way. The tech said that he performed a sunroof/sunshade initialization/teach procedure. Does anyone know how to code this? I've looked for bulletins but only found...
Outward dents in truck bed wheel well area - 06/07/2018
We have had a couple of Silverado's brought in with the customer complaint of "outward dents" above the rear wheel wells. Upon inspection, we are finding rocks/gravel wedged against the outter pick up bed panel. My body tech thought there was a bulletin...
BATTERY REPLACEMENT OUT OF 3/36 - LABOR - 05/11/2018
Looking for clarification... I have a claim my advisor put thru as warranty/part warranty. The customer replaced battery 04/19/18 66843 miles - now is back 05/10/18 failed GR8 test.... My parts dept delt with AC Delco for the battery, but what is the...
Original Documents - 05/18/2018
The January 2018 issue of Warranty News states: "Authorizations, time documentation, customer signatures, etc are to be documented on the original job card document, not a reprinted copy. Reprinted copies are typcally indicated as such with...
Courtesy Transportation - 05/24/2018
... 2017-2019 model year vehicles will be eligible for rental. How can gm change the policy if our customer still have remaining powertrain warranty. How are we suppose to explain this to them....
Not Warrantable - 05/15/2018
... gave to me on a 2015 Chevrolet Cruze LT. The Complaint/Cause/Correction are as follows:Concern - Customer states the A/C is inoperable please check and adviseCause - Upon performing A/C inspection found the system was .8 lbs low on freeon which caused...
Forum - 05/17/2018
Yep, that would be AC Delco warranty and labor is on the customer or the dealer can choose to absorb the cost. We charge them the advertised price for whatever the current battery program is.
Work completed repair order flow process - 07/26/2021
... tech is finished it is turned into the service advisor to book the ticket and then hold until the customer picks up. This includes booking of the warranty and after the vehicle is gone then I get the whole shabang to review and if any changes need...
Forum - 08/19/2021
... things easier to find. Do you have any other ideas on where we might find information on customers vehicles that come in?...
Courtesy Transportation - 07/19/2021
We had to put a warranty customer in a Non-GM Vehicle through Enterprise. Per Bulletin # 07-00-89-037Q, in the section - Other Related Policies states Non-GM rentals should only be provided as last resort. My question is should Service Manager sign, explain...
Forum - 06/23/2021
Thanks 3MELISSAA for the response! Yes, the claim would be submitted with two lines, one line for the ball joint and the second line for the tire. A Tire Pre-Authorization must be obtained and the customer charged the appropriate pro-rate.
Forum - 06/23/2021
Although the tire is consequential damage to the lower control arm failure, the tire must be claimed on a seperate line. You must obtain a tire pre-authorization and charge the customer the appropriate pro-rate on the tire.
Early bird envelopes - 05/24/2021
Last week during some down time I was either on here or in P&P and maybe I was dreaming .... who knows...Did I read somewhere that the envelope doesnt have to be fully filled out? IE vin, phone # etc by the customer?But the concerns do...
2020 Vette with engine LT2 1st oil change, - 06/01/2021
Customer comes in and has their oil change, the transfilter is replaced. $205 or $275?shows $275 in SI using doc id 5532254, but using Warranty Admin Resource Center under the Dealer Program Guides "Included Maintenance programs" for the model ...
Claim submission order - 04/07/2021
I have a warranty repair order that my service manager is reviewing for a few reasons. In the meanwhile, the customer came in again for a special ordered part. Does it matter what order I submit them in? Can I submit the newer repair order...
Field Product Report - 04/23/2021
Good Afternoon, Any helpful information for: Customer does not want to receive any more recall notifications. I tried the Field Product Report. Please advise. Thank you
Forum - 09/23/2021
I would say they are not covered unless the technician can find a mechanical failure with the brake system. Otherwise it would be a malfunction caused by the customer's driving habits.
Forum - 08/20/2021
... as a GMS discount vehicle 100 miles ago. It should have had its oil changed before the customer even got the vehicle. Sales department strikes again. ...
ZPTI still under warranty - 10/11/2021
... type. Repair covered under vehicle warranty. Belt tension was previously replaced under customer pay so I was trying to submit as a ZPTI but the system is stating this vehicle is still under powertrain warranty for this repair. How should I submit t...
Forum - 10/13/2021
... it as a regular warranty claim. This begs the question as to why the advisor chose to sell a customer a repair that was in warranty on a previous visit. This should be an R authorization on a repair previously performed due to a parts failure....
Add on - 10/13/2021
If customer called back notice another spot in the driveway to see where leak is coming from . Service Writer documents Concern, date and time on front hard copy. Does Service Manager needs to Sign, explain, Date and Time before work begins on the front...
Forum - 09/29/2021
From what I recall, you are able to ask for the address during write-up. However, if a customer declines to give out their personal information, then we must let it slide due to privacy laws.
Forum - 09/16/2021
I have not heard that. I do know that on WPC Part Return documentation, we are to black-out customer info (name, address, phone and email) for security reasons
Forum - 09/16/2021
I do black out that information as well, but I think he misunderstood. I can't imagine not securing an address from a customer. Thank you
Forum - 11/03/2021
Just how I would handle it.. I would make a customer pay-type ticket ($0/0 time cost) to remove and note tech. Then when parts available, the vehicle can be given to that tech to replace jack. That is how we treat instances where warranty parts have to...
Forum - 10/20/2021
A shuttle log is not a policy requirement. The shuttle must be documented on the customer signed copy of the job card. Check out our Shuttle Stamp as an easy way to document a one or two way shuttle. Click the following link to view the stamp on the jlwarranty...
Forum - 10/30/2020
Send the job card back to service so they can call the customer and reschedule to complete the campaign properly. The claim cannot be submitted falsely stating that the campaign was completed.
Bulletin Repairs - 09/14/2020
Situation: A customer comes into a GM certified body shop complaining of a water leak in the rear interior of the cab of their 2019 Silverado. The vehicle is out of basic warranty. It is determined the remedy is covered under service...
Forum - 09/23/2020
... kit for each side and two lops. You would need to add a line for the other side. It doesn't need customer approval because he complained about both on the original write up and the SM woulld not need to approve add line because it is a extension of the...
Forum - 09/23/2020
... will have to write that part off. The only problem at this point with updating the PET is that the customer has already paid there amount and left. So the dealership will have to pay for any portion of that remaining part that warranty does not pay....
Forum - 12/29/2020
The mid engine vette requires a special service that includes the transmission filter replacement. I started a topic on this a while ago but the reimbursement at that time was $205.
CCND-LOP - 01/05/2021
We have a vehicle where the customer complaint was display shows rear door open after opening and closing. Verified concern and tech verified that there was no problem just possibly that it was due to the latches not being conventional latches as there...
One concern but separate cause of failures. - 01/06/2021
So I have a really blonde question. Customer comes in for check engine light, tech found two separate causes. Add line is not a true add line and management not required to approve. When submitting the "add line" box still needs...
Forum - 01/29/2021
... etc, by doing so it is reporting that the vehicle has not left the shop, when actually the customer is in possession of their vehicle. This may create a misrepresentation of days out of service in the event of a buyback situation. ...
Buyback - claim processing - 02/19/2021
We had a vehicle that GM contacted us to have the customer bring in for a repurchase. My service manager informed me that we should receive $100 for participating in this. In all of the paperwork we received, I didn't see anything about this. And...
transmission warranty - 01/21/2021
If a customer brings in a receipt from a dealership for the purchase of a new transmission by an independent repair facility and then a hand written receipt for a tranmission installation with out any serial numbers or other identifying information; how...
Forum - 04/01/2020
The 3 C's need more notation. It's missing the old & new serial numbers. DMA has to approve assembly replacements, that are for customer satisfaction, with a strong business case. We just had a transmission, with the same situation
Last week during some down time I was either on here or in P&P and maybe I was dreaming .... who knows...Did I read somewhere that the envelope doesnt have to be fully filled out? IE vin, phone # etc by the customer?But the concerns do...
2020 Vette with engine LT2 1st oil change, - 06/01/2021
Customer comes in and has their oil change, the transfilter is replaced. $205 or $275?shows $275 in SI using doc id 5532254, but using Warranty Admin Resource Center under the Dealer Program Guides "Included Maintenance programs" for the model ...
Claim submission order - 04/07/2021
I have a warranty repair order that my service manager is reviewing for a few reasons. In the meanwhile, the customer came in again for a special ordered part. Does it matter what order I submit them in? Can I submit the newer repair order...
Field Product Report - 04/23/2021
Good Afternoon, Any helpful information for: Customer does not want to receive any more recall notifications. I tried the Field Product Report. Please advise. Thank you
Forum - 09/23/2021
I would say they are not covered unless the technician can find a mechanical failure with the brake system. Otherwise it would be a malfunction caused by the customer's driving habits.
Forum - 08/20/2021
... as a GMS discount vehicle 100 miles ago. It should have had its oil changed before the customer even got the vehicle. Sales department strikes again. ...
ZPTI still under warranty - 10/11/2021
... type. Repair covered under vehicle warranty. Belt tension was previously replaced under customer pay so I was trying to submit as a ZPTI but the system is stating this vehicle is still under powertrain warranty for this repair. How should I submit t...
Forum - 10/13/2021
... it as a regular warranty claim. This begs the question as to why the advisor chose to sell a customer a repair that was in warranty on a previous visit. This should be an R authorization on a repair previously performed due to a parts failure....
Add on - 10/13/2021
If customer called back notice another spot in the driveway to see where leak is coming from . Service Writer documents Concern, date and time on front hard copy. Does Service Manager needs to Sign, explain, Date and Time before work begins on the front...
Forum - 09/29/2021
From what I recall, you are able to ask for the address during write-up. However, if a customer declines to give out their personal information, then we must let it slide due to privacy laws.
Forum - 09/16/2021
I have not heard that. I do know that on WPC Part Return documentation, we are to black-out customer info (name, address, phone and email) for security reasons
Forum - 09/16/2021
I do black out that information as well, but I think he misunderstood. I can't imagine not securing an address from a customer. Thank you
Forum - 11/03/2021
Just how I would handle it.. I would make a customer pay-type ticket ($0/0 time cost) to remove and note tech. Then when parts available, the vehicle can be given to that tech to replace jack. That is how we treat instances where warranty parts have to...
Forum - 10/20/2021
A shuttle log is not a policy requirement. The shuttle must be documented on the customer signed copy of the job card. Check out our Shuttle Stamp as an easy way to document a one or two way shuttle. Click the following link to view the stamp on the jlwarranty...
Forum - 10/30/2020
Send the job card back to service so they can call the customer and reschedule to complete the campaign properly. The claim cannot be submitted falsely stating that the campaign was completed.
Bulletin Repairs - 09/14/2020
Situation: A customer comes into a GM certified body shop complaining of a water leak in the rear interior of the cab of their 2019 Silverado. The vehicle is out of basic warranty. It is determined the remedy is covered under service...
Forum - 09/23/2020
... kit for each side and two lops. You would need to add a line for the other side. It doesn't need customer approval because he complained about both on the original write up and the SM woulld not need to approve add line because it is a extension of the...
Forum - 09/23/2020
... will have to write that part off. The only problem at this point with updating the PET is that the customer has already paid there amount and left. So the dealership will have to pay for any portion of that remaining part that warranty does not pay....
Forum - 12/29/2020
The mid engine vette requires a special service that includes the transmission filter replacement. I started a topic on this a while ago but the reimbursement at that time was $205.
CCND-LOP - 01/05/2021
We have a vehicle where the customer complaint was display shows rear door open after opening and closing. Verified concern and tech verified that there was no problem just possibly that it was due to the latches not being conventional latches as there...
One concern but separate cause of failures. - 01/06/2021
So I have a really blonde question. Customer comes in for check engine light, tech found two separate causes. Add line is not a true add line and management not required to approve. When submitting the "add line" box still needs...
Forum - 01/29/2021
... etc, by doing so it is reporting that the vehicle has not left the shop, when actually the customer is in possession of their vehicle. This may create a misrepresentation of days out of service in the event of a buyback situation. ...
Buyback - claim processing - 02/19/2021
We had a vehicle that GM contacted us to have the customer bring in for a repurchase. My service manager informed me that we should receive $100 for participating in this. In all of the paperwork we received, I didn't see anything about this. And...
transmission warranty - 01/21/2021
If a customer brings in a receipt from a dealership for the purchase of a new transmission by an independent repair facility and then a hand written receipt for a tranmission installation with out any serial numbers or other identifying information; how...
Forum - 04/01/2020
The 3 C's need more notation. It's missing the old & new serial numbers. DMA has to approve assembly replacements, that are for customer satisfaction, with a strong business case. We just had a transmission, with the same situation
Forum - 04/02/2020
My claims have slowed down, as has our customer sales. To pass my free time, I am assisting the housekeeping staff in keeping our facility sanitzed.
Forum - 04/06/2020
... live in a coal mining area and most of the mines are shutting down until this passes. A lot of our customer pay are from these big companies. I am thankful that i have a job but i would be lying if i didn't admit that i'm very stressed and am glad t...
Forum - 05/14/2020
I could be wrong, but i believe I was told that if we (the dealer) messes that up, you would reimburse the total to customer and submit claim as though you done it and write-off whatever the difference is. I had to do one, years ago, so i could have ...
Forum - 05/15/2020
... transaction on the 2nd line. It wouldn't hurt to attach a copy of the original job card when the customer was first charged for the repairs....
Forum - 05/29/2020
Recalculate repair using PET. Submit to DMA if customer participation differs. If DMA approves, Service manager must authorize for excessive parts then should be resubmitted with P authorization.
Forum - 07/31/2020
... 'top-off', and nobody would define the 'top-off' limit. We finally had to set limitations with the customers and explain that it was part of their obligation in the maintenance of their vehicle, to not let it run that low. CPO-MP we end up shopping the...
Forum - 09/03/2020
We have the customer sign the created repair order when dropping off, giving us permation to work on, and then also the accounting copy when picking up the vehicle after we've gone over the work and inspection performed. This way we...
One part, twp labor ops - 07/29/2020
I have a customer concern of both running boards are not going out at all, at times. When they do, they are progressively slower and clunk. After diagnosis, both extension kits were needed to be replaced due to the pivots being frozen. So, I have one...
OTA - 05/26/2022
... one. Thinking he should have used the computer but did it just with the radio buttons. I guess the customer couldn't get it to work when he tried to do it....
Recall 14116 Steering Angle Sensor - 01/13/2022
... did not document the serial # of the new sensor. Is there any other way besides having the customer come back in and have it all taken apart again to get the #. Since the repair was done is there any other way to close it out even if we don't get...
Forum - 01/13/2022
if you are a customer and spend hundreds of $$ for a CPO policy you should know whether or not you are entitled to courtesy transportation,,,,this is not subject to a service managers whim,,,it should be in black and white,,,just like the Courtesy...
Forum - 01/10/2022
Looking under "new vehicle" in service information today reveals a new pricing chart for the CPO reimbursement rates and operation codes. I don't like it as much as the other chart I have but I am using it as a foundation to update everyone. Yay! &nb...
Forum - 12/13/2021
... of labor and materials, per LTG. I make sure they know what all needs to be on the bill, such as Customer name, Vin and detail of work performed. ...
Forum - 01/14/2022
... We had same issue a few years ago and never got to claim, because we didnt have serial number. Customer didnt give us updated contact info and we never could get ahold of them to return. Maybe he will bring it back when he gets a few more notices......
Forum - 01/18/2022
When did it change back to a must have of the customer's name on the sublet bill? I knew it must have the vin, date, detailed description of repair.
Forum - 01/25/2022
I think the issue is that it is part of SBD. Step 1 is to verify the customer's concern. The technician only need comment that they verified it or didn't. They are likely stating that because it is how the techs are trained to approach their diagnosis...
Forum - 07/11/2022
... market equipment. For example, police, ambulance vehicles. If vehicle has a lift kit etc and customer does not feel they should pay for the extra time to remove a good business case must be presented. So it is a gray area however good comments...
Forum - 06/24/2022
Thanks for posting this Kristen. When you say the "full warranty applicable" would that mean...if the customer does participate in a policy repair where the part would be warrantied say under the 24/unlimited they do get the full 2 year warranty on it...
Forum - 07/07/2022
... scanning and documenting serial numbers. I wont have a backlog of claims I cannot submit, or put customers in a position to have to come back in to have their vehicle disassembled to get the serial numbers, when we know GM won't pay OLH for not following...
Forum - 06/21/2022
... we apply the $20.00 (or $30.00) directly to the warranty account. In doing this it will lower the customer portion by the amount of the private oil offer, and will show the debit in the warranty recievable account until the credit is submitted for....
Forum - 06/21/2022
... and in speaking with my WSC and DMA, they had clarified that what Carol stated is accurate. The customer must pay or participate to have the 2 year/ unlimited warranty. If GM pays for it they will only pay for replacement the remainder of the warranty...
Forum - 06/22/2022
... months/unlimited miles, whichever comes first. When a partial Policy adjustment applies, and the customer pays a portion of the repair, the customer is entitled to the full warranty applicable to the parts or accessory installed. Subsequent replacements...
Forum - 08/01/2022
... it at warranty pricing? I used to work for a dealer that the writers would run the PET off the customer pay price. Once they had to rerun them a couple of times they worked on getting it right. I also used to ask them to print the labor operation...
Forum - 10/20/2022
... amyntaWARRANTY advising me of the proper Email address. It is https://ppmclaims.amyntagroup.com/CustomerSearch. I was able to submit the maintenance claim using their drop down menus. Thanks again for reaching out and providing an answer....
Can I claim OLH? - 09/16/2022
Wondering if I can claim OLH on a front side door adjustment? Sent to my body shop to adjust a customers 22 eqniox passenger front door, turned out to be pretty extensive.. Can I claim OLH on lapor op 1411232? thanks!!
My claims have slowed down, as has our customer sales. To pass my free time, I am assisting the housekeeping staff in keeping our facility sanitzed.
Forum - 04/06/2020
... live in a coal mining area and most of the mines are shutting down until this passes. A lot of our customer pay are from these big companies. I am thankful that i have a job but i would be lying if i didn't admit that i'm very stressed and am glad t...
Forum - 05/14/2020
I could be wrong, but i believe I was told that if we (the dealer) messes that up, you would reimburse the total to customer and submit claim as though you done it and write-off whatever the difference is. I had to do one, years ago, so i could have ...
Forum - 05/15/2020
... transaction on the 2nd line. It wouldn't hurt to attach a copy of the original job card when the customer was first charged for the repairs....
Forum - 05/29/2020
Recalculate repair using PET. Submit to DMA if customer participation differs. If DMA approves, Service manager must authorize for excessive parts then should be resubmitted with P authorization.
Forum - 07/31/2020
... 'top-off', and nobody would define the 'top-off' limit. We finally had to set limitations with the customers and explain that it was part of their obligation in the maintenance of their vehicle, to not let it run that low. CPO-MP we end up shopping the...
Forum - 09/03/2020
We have the customer sign the created repair order when dropping off, giving us permation to work on, and then also the accounting copy when picking up the vehicle after we've gone over the work and inspection performed. This way we...
One part, twp labor ops - 07/29/2020
I have a customer concern of both running boards are not going out at all, at times. When they do, they are progressively slower and clunk. After diagnosis, both extension kits were needed to be replaced due to the pivots being frozen. So, I have one...
OTA - 05/26/2022
... one. Thinking he should have used the computer but did it just with the radio buttons. I guess the customer couldn't get it to work when he tried to do it....
Recall 14116 Steering Angle Sensor - 01/13/2022
... did not document the serial # of the new sensor. Is there any other way besides having the customer come back in and have it all taken apart again to get the #. Since the repair was done is there any other way to close it out even if we don't get...
Forum - 01/13/2022
if you are a customer and spend hundreds of $$ for a CPO policy you should know whether or not you are entitled to courtesy transportation,,,,this is not subject to a service managers whim,,,it should be in black and white,,,just like the Courtesy...
Forum - 01/10/2022
Looking under "new vehicle" in service information today reveals a new pricing chart for the CPO reimbursement rates and operation codes. I don't like it as much as the other chart I have but I am using it as a foundation to update everyone. Yay! &nb...
Forum - 12/13/2021
... of labor and materials, per LTG. I make sure they know what all needs to be on the bill, such as Customer name, Vin and detail of work performed. ...
Forum - 01/14/2022
... We had same issue a few years ago and never got to claim, because we didnt have serial number. Customer didnt give us updated contact info and we never could get ahold of them to return. Maybe he will bring it back when he gets a few more notices......
Forum - 01/18/2022
When did it change back to a must have of the customer's name on the sublet bill? I knew it must have the vin, date, detailed description of repair.
Forum - 01/25/2022
I think the issue is that it is part of SBD. Step 1 is to verify the customer's concern. The technician only need comment that they verified it or didn't. They are likely stating that because it is how the techs are trained to approach their diagnosis...
Forum - 07/11/2022
... market equipment. For example, police, ambulance vehicles. If vehicle has a lift kit etc and customer does not feel they should pay for the extra time to remove a good business case must be presented. So it is a gray area however good comments...
Forum - 06/24/2022
Thanks for posting this Kristen. When you say the "full warranty applicable" would that mean...if the customer does participate in a policy repair where the part would be warrantied say under the 24/unlimited they do get the full 2 year warranty on it...
Forum - 07/07/2022
... scanning and documenting serial numbers. I wont have a backlog of claims I cannot submit, or put customers in a position to have to come back in to have their vehicle disassembled to get the serial numbers, when we know GM won't pay OLH for not following...
Forum - 06/21/2022
... we apply the $20.00 (or $30.00) directly to the warranty account. In doing this it will lower the customer portion by the amount of the private oil offer, and will show the debit in the warranty recievable account until the credit is submitted for....
Forum - 06/21/2022
... and in speaking with my WSC and DMA, they had clarified that what Carol stated is accurate. The customer must pay or participate to have the 2 year/ unlimited warranty. If GM pays for it they will only pay for replacement the remainder of the warranty...
Forum - 06/22/2022
... months/unlimited miles, whichever comes first. When a partial Policy adjustment applies, and the customer pays a portion of the repair, the customer is entitled to the full warranty applicable to the parts or accessory installed. Subsequent replacements...
Forum - 08/01/2022
... it at warranty pricing? I used to work for a dealer that the writers would run the PET off the customer pay price. Once they had to rerun them a couple of times they worked on getting it right. I also used to ask them to print the labor operation...
Forum - 10/20/2022
... amyntaWARRANTY advising me of the proper Email address. It is https://ppmclaims.amyntagroup.com/CustomerSearch. I was able to submit the maintenance claim using their drop down menus. Thanks again for reaching out and providing an answer....
Can I claim OLH? - 09/16/2022
Wondering if I can claim OLH on a front side door adjustment? Sent to my body shop to adjust a customers 22 eqniox passenger front door, turned out to be pretty extensive.. Can I claim OLH on lapor op 1411232? thanks!!
Forum - 09/19/2022
nl185486 last 8 of VIN. It just came up as customer satisfaction program N212354520 and I was able to get it paid. Thank you all for your help and have a wonderful Monday!
voided warranty on certain high profile vehicles - 09/28/2022
... advisors are pulling IVH on every vehicle,,,this could cause a very expensive mistake If a customer does not keep their 2023 Escalade-V, Corvette Z06, or HUMMER EV (SUT/SUV), Canyon AT4X for 6 months, the Bumper-toBumper, Powertrain, Sheet Metal,...
Forum - 09/29/2022
... this is to keep dealers from trying to entice owners from trading in something in which they have customers seeking, but lack inventory for demand......
Doc ID 6043064 - Corvette paint/clearance issue on front fascia - 12/12/2022
Good Monday morning!! I have a vehicle where the customer is concerned about the lack of space between the headlamp and fender. There are no paint concerns as this time. My question is, this bulletin doesn't offer an adjustment only operation, so if there...
OTA closing open recall while I still have an open RO in the shop - 03/15/2023
I have run into this several times now both on PDI's and customer vehicles in the shop, when RO is written the recall is open until it gets back to me for processing the recall has closed OTA. I have sent multiple RO's for "H" routing but all are still...
Forum - 04/07/2023
We are using the dongle on all vehicles that come in, customer pay and warranty. This way there should be no issues. Also the information that is provided when the Dongle is used is a great tool for our advisors and for the dispatcher to use when deciding...
NEW ADD ON REQUIREMENT PER GM P&P,,,DEBIT ITEM - 03/23/2023
... MADE AWARE OF ONE OF THE MOST RECENT CHANGES TO THE P&P WHEN ADD ON REPAIRS ARE INVOLVED.If a customer concern is added on after initial write-up, Service Agent is required to follow the requirements of Article 6.3. When an add-on repair is for a...
2023 CORVETTE - 03/30/2023
HI!!!Looking for assistance please! I have a customer with the 2023 Vette - first service. The total is WAY over the $311.00 with the transmission filter added in.... WHAT DO I DO!!!!! THANKS!!
Forum - 08/15/2023
You would process for the amount the customer paid for that repair, in case they had other work done. If it was overlap with other repairs (as a single line repair), then you'd have to factor out the non-covered expenses.
Forum - 05/19/2023
... ones to see if there are any warranty lines that can be processed. Sometimes we are waiting for a customer pay job parts and there might be a recall line that has been completed on there that I can process. ...
Part warranty off of a c/p line - 05/10/2023
So had a part warranty from an install off of the customer pay line. To me that is an add line, no ifs ands or buts... Seems a WSC person (we are in transion to a new one it seems) sent my claim back stating I need to "uncheck" the add line box...
Forum - 04/26/2023
The warranty admin would attach the VIS to the warranty claim showing the recall was isted as open when customer arrived to dealership. Attach to the claim and H route it with notes explaining.
Forum - 04/27/2023
Hello on a remanufactured transmission that was customer pay are internal parts covered? And if they are is there a specific way you have to enter the claim. Sorry if that doesnt make since. I'm still in training and trying to learn while Im working and...
Add on Line question - 06/16/2023
If you have line 1 with a customer pay part that is installed and it is defective soo you open another line with that now being warranty,,,,does that line count as an add on that requires mgt auth or can you say it relates to the original owner concern...
Non GM Battery replacement policies - 06/16/2023
... comparable non GM batteries for the interim period, (May 30 to Aug 31 ),using the appropriate GM customer disclosure form,,,,,,then the parts rep at meeting yesterday said GM would be sending out replacement GM batteries when they became available...
Warranty Admin - 03/30/2017
What is the Over the Counter parts warranty policy for a transmission. Customer purchased transmission, 6 months later transmission needed work, not a replacement, but a repair. Is that covered and do they get labor. Where can I find...
Electrical and Powertrain Labor-Only Labor Codes - 04/25/2017
... be replaced or any other physical repair. My question is, these codes are similar to CCND's (Customer Concern Not Duplicated) codes and are listed in the document(06-08-47-001M) directly following CCND section...do these need CCND approvals from...
Forum - 06/14/2017
thats a good idea about policy auth there are not a whole lot of choices when submitting for authorizations as to they we are authorizing things such as why customers are in rentals they need to change those options too...
CADILLAC ROADSIDE ASSISTANCE PROGRAM - 06/15/2017
... premium time, examples of actual job cards, what should be recorded on the Roadside form the customer signs, and where do you order these forms, Format: Video...
Forum - 06/19/2017
... kept open for a few weeks or months for ordered parts until its convenient for service to get the customers back in.....
Policy Evaluation Tool? - 05/25/2017
... question is, WHERE...if the dollar amount is stated zero, where? If the "customer participation" amount is stated at zero...we DON'T need DMA approval, correct? ...
Forum - 05/26/2017
I would review the customers history at our dealership and get together with the service manager to see if he'd like to sign off and approve for policy or pay for it in house.
Forum - 05/09/2017
... because it seems simple, but does the auth go on the original job card or the new one if the customer had to come back for the work....
Forum - 04/27/2017
I would not have adjusted the previously paid claim for the lamp replacement . since the vehicle left and the customer came back a week or so later another job card should have been written, and i would have added comments as to why the headliner was...
Forum - 05/03/2017
Not sure that is true??...we have rentals that are older than 2016. So, the fleet of vehicles may be limited to how many are 2016 or 2017...what if none are available to a warranty customer?
nl185486 last 8 of VIN. It just came up as customer satisfaction program N212354520 and I was able to get it paid. Thank you all for your help and have a wonderful Monday!
voided warranty on certain high profile vehicles - 09/28/2022
... advisors are pulling IVH on every vehicle,,,this could cause a very expensive mistake If a customer does not keep their 2023 Escalade-V, Corvette Z06, or HUMMER EV (SUT/SUV), Canyon AT4X for 6 months, the Bumper-toBumper, Powertrain, Sheet Metal,...
Forum - 09/29/2022
... this is to keep dealers from trying to entice owners from trading in something in which they have customers seeking, but lack inventory for demand......
Doc ID 6043064 - Corvette paint/clearance issue on front fascia - 12/12/2022
Good Monday morning!! I have a vehicle where the customer is concerned about the lack of space between the headlamp and fender. There are no paint concerns as this time. My question is, this bulletin doesn't offer an adjustment only operation, so if there...
OTA closing open recall while I still have an open RO in the shop - 03/15/2023
I have run into this several times now both on PDI's and customer vehicles in the shop, when RO is written the recall is open until it gets back to me for processing the recall has closed OTA. I have sent multiple RO's for "H" routing but all are still...
Forum - 04/07/2023
We are using the dongle on all vehicles that come in, customer pay and warranty. This way there should be no issues. Also the information that is provided when the Dongle is used is a great tool for our advisors and for the dispatcher to use when deciding...
NEW ADD ON REQUIREMENT PER GM P&P,,,DEBIT ITEM - 03/23/2023
... MADE AWARE OF ONE OF THE MOST RECENT CHANGES TO THE P&P WHEN ADD ON REPAIRS ARE INVOLVED.If a customer concern is added on after initial write-up, Service Agent is required to follow the requirements of Article 6.3. When an add-on repair is for a...
2023 CORVETTE - 03/30/2023
HI!!!Looking for assistance please! I have a customer with the 2023 Vette - first service. The total is WAY over the $311.00 with the transmission filter added in.... WHAT DO I DO!!!!! THANKS!!
Forum - 08/15/2023
You would process for the amount the customer paid for that repair, in case they had other work done. If it was overlap with other repairs (as a single line repair), then you'd have to factor out the non-covered expenses.
Forum - 05/19/2023
... ones to see if there are any warranty lines that can be processed. Sometimes we are waiting for a customer pay job parts and there might be a recall line that has been completed on there that I can process. ...
Part warranty off of a c/p line - 05/10/2023
So had a part warranty from an install off of the customer pay line. To me that is an add line, no ifs ands or buts... Seems a WSC person (we are in transion to a new one it seems) sent my claim back stating I need to "uncheck" the add line box...
Forum - 04/26/2023
The warranty admin would attach the VIS to the warranty claim showing the recall was isted as open when customer arrived to dealership. Attach to the claim and H route it with notes explaining.
Forum - 04/27/2023
Hello on a remanufactured transmission that was customer pay are internal parts covered? And if they are is there a specific way you have to enter the claim. Sorry if that doesnt make since. I'm still in training and trying to learn while Im working and...
Add on Line question - 06/16/2023
If you have line 1 with a customer pay part that is installed and it is defective soo you open another line with that now being warranty,,,,does that line count as an add on that requires mgt auth or can you say it relates to the original owner concern...
Non GM Battery replacement policies - 06/16/2023
... comparable non GM batteries for the interim period, (May 30 to Aug 31 ),using the appropriate GM customer disclosure form,,,,,,then the parts rep at meeting yesterday said GM would be sending out replacement GM batteries when they became available...
Warranty Admin - 03/30/2017
What is the Over the Counter parts warranty policy for a transmission. Customer purchased transmission, 6 months later transmission needed work, not a replacement, but a repair. Is that covered and do they get labor. Where can I find...
Electrical and Powertrain Labor-Only Labor Codes - 04/25/2017
... be replaced or any other physical repair. My question is, these codes are similar to CCND's (Customer Concern Not Duplicated) codes and are listed in the document(06-08-47-001M) directly following CCND section...do these need CCND approvals from...
Forum - 06/14/2017
thats a good idea about policy auth there are not a whole lot of choices when submitting for authorizations as to they we are authorizing things such as why customers are in rentals they need to change those options too...
CADILLAC ROADSIDE ASSISTANCE PROGRAM - 06/15/2017
... premium time, examples of actual job cards, what should be recorded on the Roadside form the customer signs, and where do you order these forms, Format: Video...
Forum - 06/19/2017
... kept open for a few weeks or months for ordered parts until its convenient for service to get the customers back in.....
Policy Evaluation Tool? - 05/25/2017
... question is, WHERE...if the dollar amount is stated zero, where? If the "customer participation" amount is stated at zero...we DON'T need DMA approval, correct? ...
Forum - 05/26/2017
I would review the customers history at our dealership and get together with the service manager to see if he'd like to sign off and approve for policy or pay for it in house.
Forum - 05/09/2017
... because it seems simple, but does the auth go on the original job card or the new one if the customer had to come back for the work....
Forum - 04/27/2017
I would not have adjusted the previously paid claim for the lamp replacement . since the vehicle left and the customer came back a week or so later another job card should have been written, and i would have added comments as to why the headliner was...
Forum - 05/03/2017
Not sure that is true??...we have rentals that are older than 2016. So, the fleet of vehicles may be limited to how many are 2016 or 2017...what if none are available to a warranty customer?
Forum - 01/23/2017
... of claims. In the end, we agreed to forgo the .50/hour and keep the 1% on parts and labor reimbursement for the month. This was a huge win for me here and I'm glad that I stuck to my guns and stuck up for myself. Good luck all and thank...
Forum - 01/25/2017
The cashier's office close out customer pay types once the payment has been made. Typically the advisors close out internal pay types. I close out the warranty pay types after I've submitted them and the PDI pay types after I've...
Forum - 03/21/2017
Question...so, are Repeat Repair approvals based on the "possibility" of a repeat repair? Say a customer comes in with a Check Engine Light on. Without diagnosis, we don't know what's causing the problem. How would you get approval before...
Added Operation? - 03/21/2017
... Multi Point inspection on line 1, would this be considered "When there is a single concern from a customer that ultimately results in two or more unrelated repairs, lines added for those repairs are not considered add on repairs. The repairs may...
More on Add On Repairs? JLWarranty New April 2017 - 03/22/2017
... Operation? Or, is it only treated as an Added Operation if we keep the RO open until the customer comes back?...
CADILLAC CUST IN CADILLAC FROM ENTERPRISE REJECTING?? - 02/08/2017
I have a cadillac customer that was put into a cadillac enterprise vehicle for $47/per day ... It rejected that it exceeds the maximum allowed for service agent..... WHY??? We are in the dealer owned rental program & have a few vehicles...
Forum - 02/22/2017
probably because the customer has used up all their free oil and filter, tire rotations for the service maintenance program..you may want to check the vehicle history how many have been submitted for this vehicle..on 2016 its only 2 allowed 2015 its 4...
Blocked Warranty - 08/24/2016
If a customer has a vehicle that has a warranty block which lists ZREG as one of the blocked transactions. Can we perform a special coverage transaction on this vehicle if it is still within the parameters of the special coverage?
Added Warranty Lines - 08/31/2016
I have been reading some updated bulletins regarding added warranty lines and have read that if a Customer pay type turns into a Warranty pay type, the service manager should be authorizing this as an added line. We have actually never done that,...
Special Coverage Repairs - 08/09/2016
... the special coverage or within the 12 month part warranty should be performed at no expense to the customer. How are these situations addressed and transactions submitted at your dealership?Format: Article...
Forum - 11/02/2016
... I had a situation once where there was a portion of the owners manual missing so we ordered the customer a new one and I'm pretty sure that that is what we did as well because the part number doesn't work. I also had to use the compartment as the...
Forum - 11/02/2016
Yep, I think I saw a statement about that in the Required Operating Procedures. Anything added, get customer approval then service management approval with both of their dates/times information before the tech starts his new time punch.
Forum - 11/02/2016
i have had some answers that were correct marked incorrect too ! i would hardly believe that $50 would be a correct answer for customer participation
Shuttle as seperate line, paycode change approval? - 11/29/2016
My Advisor's create seperate lines for Shuttles on their RO's. They tend to start them out as "C" customer pay...my question is, do we need paycode change approval's for Shuttles when I am submitting them through warranty?
Purchased Used ? - 11/29/2016
Does anyone know how to find out if a customer bought a vehicle used? I'm asking in regards to doing policy transactions...one of the Limiting Factors is Purchased as a used vehicle (non-Certified)I don't know how to find that out??
Forum - 10/12/2016
The participation amount (50%) is recommended. There is no documented policy stating a calculator must be used, and/or attached to the job card for Customer Enthusiasm transactions.
Forum - 10/03/2016
I think with this mileage we've done the warranty op for filter cleaning and spoke with the customer regarding how the system works. If the light has come on, they're supposed to drive it under certain conditions from what I understand to clear...
Forum - 10/03/2016
... a vehicle has an open or incomplete Required Field Actions (including but not limited to a recall, customer satisfaction program, service update bulletin, or stop delivery),the applicable inspection and/or repair must be completed and verified through...
Re: What Would You Do - 03/16 - 03/08/2016
I would cover the sunglass compartment claim 100%. Because of the stone chips on the 2016 I would do a 5050 split with the customer - only because of the stone chips.
Brake Warranty Documentation - 05/25/2016
... agents should consider warranty coverage for worn brake pads up to 24,000 miles. Submit as a customer enthusiasm transaction with service management approval." I inherited another printed binder copy of the J&L Warranty Ops Manual from a workshop last...
Re: GM SMART CARE - 02/01/2016
To further "Jdan11's" response: The labor operation for SmartCare 3 is 0600873 and the reimbursement amount is $75. Kristen / jlwarranty
Re: What Would You Do - 03/16 - 03/09/2016
I would handle the sunglass clip as customer enthusiasm since it was broken, and cover the bumper 100% since the defect was first and you would have to refinish it to make it match
Forum - 05/08/2017
In regards to the customer signature, the Service P&P Article 3.2.4 states that when customer authorization is unavailable, service mgt must state the reason and sign on the authorization line on the job card prior to repairs being performed. The...
Forum - 09/05/2017
... vehicles and components covered, mileage and time limitations, as well as warranty transaction and customer notification information. Notification letters are sent to all last known customers of record instructing them to contact their Service Agent...
Forum - 08/16/2017
... the code can we not submit the claim? If not then the recall would stay open and then the customer would have to come back in to have the recall redone? :-/...
... of claims. In the end, we agreed to forgo the .50/hour and keep the 1% on parts and labor reimbursement for the month. This was a huge win for me here and I'm glad that I stuck to my guns and stuck up for myself. Good luck all and thank...
Forum - 01/25/2017
The cashier's office close out customer pay types once the payment has been made. Typically the advisors close out internal pay types. I close out the warranty pay types after I've submitted them and the PDI pay types after I've...
Forum - 03/21/2017
Question...so, are Repeat Repair approvals based on the "possibility" of a repeat repair? Say a customer comes in with a Check Engine Light on. Without diagnosis, we don't know what's causing the problem. How would you get approval before...
Added Operation? - 03/21/2017
... Multi Point inspection on line 1, would this be considered "When there is a single concern from a customer that ultimately results in two or more unrelated repairs, lines added for those repairs are not considered add on repairs. The repairs may...
More on Add On Repairs? JLWarranty New April 2017 - 03/22/2017
... Operation? Or, is it only treated as an Added Operation if we keep the RO open until the customer comes back?...
CADILLAC CUST IN CADILLAC FROM ENTERPRISE REJECTING?? - 02/08/2017
I have a cadillac customer that was put into a cadillac enterprise vehicle for $47/per day ... It rejected that it exceeds the maximum allowed for service agent..... WHY??? We are in the dealer owned rental program & have a few vehicles...
Forum - 02/22/2017
probably because the customer has used up all their free oil and filter, tire rotations for the service maintenance program..you may want to check the vehicle history how many have been submitted for this vehicle..on 2016 its only 2 allowed 2015 its 4...
Blocked Warranty - 08/24/2016
If a customer has a vehicle that has a warranty block which lists ZREG as one of the blocked transactions. Can we perform a special coverage transaction on this vehicle if it is still within the parameters of the special coverage?
Added Warranty Lines - 08/31/2016
I have been reading some updated bulletins regarding added warranty lines and have read that if a Customer pay type turns into a Warranty pay type, the service manager should be authorizing this as an added line. We have actually never done that,...
Special Coverage Repairs - 08/09/2016
... the special coverage or within the 12 month part warranty should be performed at no expense to the customer. How are these situations addressed and transactions submitted at your dealership?Format: Article...
Forum - 11/02/2016
... I had a situation once where there was a portion of the owners manual missing so we ordered the customer a new one and I'm pretty sure that that is what we did as well because the part number doesn't work. I also had to use the compartment as the...
Forum - 11/02/2016
Yep, I think I saw a statement about that in the Required Operating Procedures. Anything added, get customer approval then service management approval with both of their dates/times information before the tech starts his new time punch.
Forum - 11/02/2016
i have had some answers that were correct marked incorrect too ! i would hardly believe that $50 would be a correct answer for customer participation
Shuttle as seperate line, paycode change approval? - 11/29/2016
My Advisor's create seperate lines for Shuttles on their RO's. They tend to start them out as "C" customer pay...my question is, do we need paycode change approval's for Shuttles when I am submitting them through warranty?
Purchased Used ? - 11/29/2016
Does anyone know how to find out if a customer bought a vehicle used? I'm asking in regards to doing policy transactions...one of the Limiting Factors is Purchased as a used vehicle (non-Certified)I don't know how to find that out??
Forum - 10/12/2016
The participation amount (50%) is recommended. There is no documented policy stating a calculator must be used, and/or attached to the job card for Customer Enthusiasm transactions.
Forum - 10/03/2016
I think with this mileage we've done the warranty op for filter cleaning and spoke with the customer regarding how the system works. If the light has come on, they're supposed to drive it under certain conditions from what I understand to clear...
Forum - 10/03/2016
... a vehicle has an open or incomplete Required Field Actions (including but not limited to a recall, customer satisfaction program, service update bulletin, or stop delivery),the applicable inspection and/or repair must be completed and verified through...
Re: What Would You Do - 03/16 - 03/08/2016
I would cover the sunglass compartment claim 100%. Because of the stone chips on the 2016 I would do a 5050 split with the customer - only because of the stone chips.
Brake Warranty Documentation - 05/25/2016
... agents should consider warranty coverage for worn brake pads up to 24,000 miles. Submit as a customer enthusiasm transaction with service management approval." I inherited another printed binder copy of the J&L Warranty Ops Manual from a workshop last...
Re: GM SMART CARE - 02/01/2016
To further "Jdan11's" response: The labor operation for SmartCare 3 is 0600873 and the reimbursement amount is $75. Kristen / jlwarranty
Re: What Would You Do - 03/16 - 03/09/2016
I would handle the sunglass clip as customer enthusiasm since it was broken, and cover the bumper 100% since the defect was first and you would have to refinish it to make it match
Forum - 05/08/2017
In regards to the customer signature, the Service P&P Article 3.2.4 states that when customer authorization is unavailable, service mgt must state the reason and sign on the authorization line on the job card prior to repairs being performed. The...
Forum - 09/05/2017
... vehicles and components covered, mileage and time limitations, as well as warranty transaction and customer notification information. Notification letters are sent to all last known customers of record instructing them to contact their Service Agent...
Forum - 08/16/2017
... the code can we not submit the claim? If not then the recall would stay open and then the customer would have to come back in to have the recall redone? :-/...
Forum - 06/30/2017
Recommend closing the job card as internal. Once the ordered part(s) arrive and the customer returns for installation, open a new job card and reference the previous job card for diagnosis.
CCND's with only Powertrain coverage? - 09/14/2017
When a vehicle is outside of Bumper-to-bumper and only has Powertrain coverage, there are no Customer Concern Not Duplicated labor operations on the Powertrain Code Table so we can Not submit for CCND's if the vehicle only has Powertrain left,...
Forum - 09/26/2017
... authorize. I submitted with self auth policy and commented as to why there was no customer/dealer participation. I had assumed there would be an issue since the vehicle was within the certified used warranty, but the claim...
Forum - 11/28/2017
Have you discussed with your WSC agent by chance? Based on the exclusion stated within the Customer Authorization Unavailable section of the Required Operating Procedures bulletin, it sounds like you are understanding this policy as intended...Kriste...
Forum - 12/19/2017
After review by service management, the warranty administrator updated the transaction, removing the customer enthusiasm indicator. Additional comments were entered supporting the replacement and the claim was submitted with GM Authorization for...
Forum - 11/27/2017
... the service manager. That is not how I understand what I am reading in bulletin 04-00-89-15Q under customer authorization unavailable, bullet point 3. Who is correct and if it's me, why am I getting the wrong answer from people in authority?...
Accessories - 11/08/2017
I'm curious to know how other dealers handle their paperwork flow on accessories that customers buy over the counter and install themselves. My dealership is not good about this and it seems that no matter who I ask, I get nowhere. I would...
Forum - 10/24/2017
... to the old time/mileage-based Policy Calculator? I see where it says to double check the customer's last name or validate whose name is on the vehicle registry, and rerun, but nothing that indicates that the old calculator results shouldn't be...
Forum - 10/25/2017
Definitely confirm the customer information, VIN/name combination and re-run the PET if there is a correction. Otherwise follow the results associated with the Policy Calculator and the parameters outlined in Bulletin 11-00-89-005.
Forum - 10/24/2017
... Policy Calculator. If that is the case, a pound sign (#) will be displayed next to the Customer/Dealer Participation Amount. There is no dollar range presented, just a participation amount or percentage. The dealer is not required to run the PET when...
Forum - 02/27/2018
... view camera module was also required. Responsibility would be either the insurance company or the customer, not warranty....
Diagnosis for a Wheel Alignment - 02/23/2018
... diagnosis we can claim for this considering the alignment was not performed because it falls under customer maintenance? It's on a 2015 Chevrolet Cruze....
Forum - 01/09/2018
I READ A NEWSLETTER ARTICLE ON HERE THAT TALKS ABOUT KEEPING A DAILY LOG AND HAVING CUSTOMERS INITIAL THEIR SHUTTLE RIDE AND THEN AT THE END OF THE DAY THEY GIVE THE LOG TO THE WARRANTY ADMINISTRATOR TO KEEP. WE DON'T DO THAT AND I HAVEN'T READ...
Early Bird / Night Drop for Auth - 12/22/2017
I'd still like some clarity on this, our envelopes don't have a spot for the VIN, and then there are the customers who barely fill it out or sign it. So am I correct in understanding that even without the VIN, we don't need service management auth...
Forum - 12/22/2017
... coverage, you would have to use a regular labor operation and most likely go through the PET for customer participation and perform as a policy repair....
Forum - 01/29/2018
The customer stated that the XM radio was out and that she had already contacted them with no luck. Tech checked out. Found no code and no signal. Replaced XM antenna. Got signal to radio but no XM radio id. Replaced radio...
Forum - 01/30/2018
Thanks cSutton for the request! Please take a look at the following videos in the online training video library: Consumer Part Warranty and Customer Purchased Parts & Accessories.
Added Operation when they're are different causes for the same concern. - 02/02/2018
... for the same concern, is that considered a true added operation? For example, we had a customer complaint of the vehicle overheating. The thermostat was found to be stuck and the water pump was leaking. So we'll have to add another...
Forum - 02/05/2018
... within bullet 8, including who to contact if there are carrier delays or problems (WPC Customer Assistance 248-371-9901)....
Forum - 02/05/2018
... two transactions, using the labor operation applicable to each failed (causal) component. As the customer expressed a single complaint, this would not be considered an add on, although service management authorization is required for repeat (pyramid...
Forum - 01/02/2018
... mail in. Now it won't close in IVH as legally, it has to appear on there, but it would stop the customer from recieving phone calls/emails/letters for it....
Forum - 03/16/2018
... time, explanation (that service manager verified concern) and signature must be added. Then the customer is to be contacted and the date and time they were contacted must be added to that copy as well as something along the lines that they expressed...
Forum - 03/20/2018
Which copy does the customer sign before work even begins that has the line that authorizes the repairs? That would probably be the copy to add the authorizations to.
Botched Repairs - 03/05/2018
A customer brought us his 2016 Camaro (still in B2B) with a couple of concerns that would normally be covered under warranty. However, he had a major engine repair performed at another dealer in another state in January, and the technician there...
Forum - 03/06/2018
I would definitely get in touch with your DMA because I feel the customer is not the one at fault here. They might suggest getting in touch with the other dealer. Who knows, but it's definitely worth a try and a phone call.
Recommend closing the job card as internal. Once the ordered part(s) arrive and the customer returns for installation, open a new job card and reference the previous job card for diagnosis.
CCND's with only Powertrain coverage? - 09/14/2017
When a vehicle is outside of Bumper-to-bumper and only has Powertrain coverage, there are no Customer Concern Not Duplicated labor operations on the Powertrain Code Table so we can Not submit for CCND's if the vehicle only has Powertrain left,...
Forum - 09/26/2017
... authorize. I submitted with self auth policy and commented as to why there was no customer/dealer participation. I had assumed there would be an issue since the vehicle was within the certified used warranty, but the claim...
Forum - 11/28/2017
Have you discussed with your WSC agent by chance? Based on the exclusion stated within the Customer Authorization Unavailable section of the Required Operating Procedures bulletin, it sounds like you are understanding this policy as intended...Kriste...
Forum - 12/19/2017
After review by service management, the warranty administrator updated the transaction, removing the customer enthusiasm indicator. Additional comments were entered supporting the replacement and the claim was submitted with GM Authorization for...
Forum - 11/27/2017
... the service manager. That is not how I understand what I am reading in bulletin 04-00-89-15Q under customer authorization unavailable, bullet point 3. Who is correct and if it's me, why am I getting the wrong answer from people in authority?...
Accessories - 11/08/2017
I'm curious to know how other dealers handle their paperwork flow on accessories that customers buy over the counter and install themselves. My dealership is not good about this and it seems that no matter who I ask, I get nowhere. I would...
Forum - 10/24/2017
... to the old time/mileage-based Policy Calculator? I see where it says to double check the customer's last name or validate whose name is on the vehicle registry, and rerun, but nothing that indicates that the old calculator results shouldn't be...
Forum - 10/25/2017
Definitely confirm the customer information, VIN/name combination and re-run the PET if there is a correction. Otherwise follow the results associated with the Policy Calculator and the parameters outlined in Bulletin 11-00-89-005.
Forum - 10/24/2017
... Policy Calculator. If that is the case, a pound sign (#) will be displayed next to the Customer/Dealer Participation Amount. There is no dollar range presented, just a participation amount or percentage. The dealer is not required to run the PET when...
Forum - 02/27/2018
... view camera module was also required. Responsibility would be either the insurance company or the customer, not warranty....
Diagnosis for a Wheel Alignment - 02/23/2018
... diagnosis we can claim for this considering the alignment was not performed because it falls under customer maintenance? It's on a 2015 Chevrolet Cruze....
Forum - 01/09/2018
I READ A NEWSLETTER ARTICLE ON HERE THAT TALKS ABOUT KEEPING A DAILY LOG AND HAVING CUSTOMERS INITIAL THEIR SHUTTLE RIDE AND THEN AT THE END OF THE DAY THEY GIVE THE LOG TO THE WARRANTY ADMINISTRATOR TO KEEP. WE DON'T DO THAT AND I HAVEN'T READ...
Early Bird / Night Drop for Auth - 12/22/2017
I'd still like some clarity on this, our envelopes don't have a spot for the VIN, and then there are the customers who barely fill it out or sign it. So am I correct in understanding that even without the VIN, we don't need service management auth...
Forum - 12/22/2017
... coverage, you would have to use a regular labor operation and most likely go through the PET for customer participation and perform as a policy repair....
Forum - 01/29/2018
The customer stated that the XM radio was out and that she had already contacted them with no luck. Tech checked out. Found no code and no signal. Replaced XM antenna. Got signal to radio but no XM radio id. Replaced radio...
Forum - 01/30/2018
Thanks cSutton for the request! Please take a look at the following videos in the online training video library: Consumer Part Warranty and Customer Purchased Parts & Accessories.
Added Operation when they're are different causes for the same concern. - 02/02/2018
... for the same concern, is that considered a true added operation? For example, we had a customer complaint of the vehicle overheating. The thermostat was found to be stuck and the water pump was leaking. So we'll have to add another...
Forum - 02/05/2018
... within bullet 8, including who to contact if there are carrier delays or problems (WPC Customer Assistance 248-371-9901)....
Forum - 02/05/2018
... two transactions, using the labor operation applicable to each failed (causal) component. As the customer expressed a single complaint, this would not be considered an add on, although service management authorization is required for repeat (pyramid...
Forum - 01/02/2018
... mail in. Now it won't close in IVH as legally, it has to appear on there, but it would stop the customer from recieving phone calls/emails/letters for it....
Forum - 03/16/2018
... time, explanation (that service manager verified concern) and signature must be added. Then the customer is to be contacted and the date and time they were contacted must be added to that copy as well as something along the lines that they expressed...
Forum - 03/20/2018
Which copy does the customer sign before work even begins that has the line that authorizes the repairs? That would probably be the copy to add the authorizations to.
Botched Repairs - 03/05/2018
A customer brought us his 2016 Camaro (still in B2B) with a couple of concerns that would normally be covered under warranty. However, he had a major engine repair performed at another dealer in another state in January, and the technician there...
Forum - 03/06/2018
I would definitely get in touch with your DMA because I feel the customer is not the one at fault here. They might suggest getting in touch with the other dealer. Who knows, but it's definitely worth a try and a phone call.
Forum - 03/06/2018
... back". Therefore NOT warranty. However, I agree with jblox that it should not be the customer's responsibility. I would definitely contact the DMA AND your warranty specialist to get some input on how they want it handled. Your...
Forum - 04/24/2018
... amount because I was told by the WSC that the proration is required. This was after the customer called back after paying the proration and deciding that he didn't believe that he should have to pay anything since other wear items don't include...
Recall Claim Part/Age Issue - 04/24/2018
... we only did 1. Of course now there is an issue and we discovered this error. The customer needs the other key. Is there any way possible to submit for the other key? Can we H-route the new claim for approval?...
BATTERY REPLACMENT RULES UNDER NEW 2 YEAR PARTS WARRANTY - 04/24/2018
... the 2 year free replacment and what is not. I haven't seen anything regarding batteries. If a customer purchases a battery and that battery fails and we replace it during the free replacment period, does the parts warranty start over?...
Forum - 03/26/2018
From our experience, when the customer returns to have the new module installed, the previous job card is referred to for diagnositics with the labor operation for the failed module claimed. The previous job card is closed internally.
Re: What Would You Do - 08/15 - 08/18/2015
... to use the Transmission labor op if the service manager intends on replacing the transmission with customer participation.The SPA labor op will not work because replacing the transmission is not included in the parts for the SPA......
Re: Transmission diagnostic worksheet? - 09/02/2015
... collected and used as an aide (including things like brake and vibration diagnostic worksheets, customer concern verification worksheets, repair vs replace, etc.) Hope this helps address your question. ...
Re: SERVICE CONTRACTS CHEVPMUs1N18 - 07/24/2015
Is this a new vehicle? Did you sell it? Maybe there's something in the deal jacket you can check, if it's under Extended, it sounds like something that the customer purchased. That's a new one for me.
Re: Anyone have experience with processing 15067 for replacement tires? - 07/29/2015
The dealer must complete a Goodyear Product Adjustment Claim Form for tire and handling allowance reimbursement. Contact infoLink when the adjustment tires are ready for return. Goodyear Logistics will contact the dealership to schedule a pickup date...
CAM-02 Report - 10/16/2015
I was just reading that if a customer refuses a recall we should document the reject and also fill out a CAM-02 report. Does anyone know what this is or where to find it?
What Would You Do - 12/15 - 12/01/2015
... be a repeat repair. The transaction rejected with comments from the WSC Agent stating that the customers are limited to four service events during the service period. The vehicle has already had four service events in the history in IVH. The maintenance...
Labor op ? - 10/07/2014
i am looking for a labor op for door vent visors on a 2015 GMC Sierra..part no 1932763..these are customer purchased items and dealer installed parts, and a claim with zset needs to be submitted showing these parts are on this vehicle. problem is I cant...
Re: WIFI ACCESSORY - 09/19/2014
It is not a PDI dealer install. Customer bought the GM accessory WIFI package to add to the vehicle. The vehicle does not have that RPO code either. It will reject as a ZPDI because it is not part of the PDI.
CAC/BRC CCL - Comprehesive (In IVH under applicable warranties) - 12/05/2014
I was just wondering if anyone can tell me how these work, or more importantly where any info on these can be found. Customers are under the assumption that they can get everything fixed, and when we put a claim through it says its out of its time fr...
2015 TOP OFF DEF - 12/15/2014
We have had a couple of customers come in to have DEF topped off in between oil changes, has anyone else encountered this? Is so, have been able to charge it out separate from the $85.00 maintenance?
What Would You Do - 01/15 - 12/19/2014
... and 14030 (side impact airbag connector). While the vehicle was in the service department, the customer phoned the advisor to add two additional conditions to the transaction. The customer noticed a whine noise from the power steering when turning to...
CPO or MY 14 Maintenance? - 01/08/2015
When a customer has a vehicle that's eligible for both Certified AND Chevrolet 2 Year Scheduled Maintenance, is there anything that says which to use? I'm leaning toward using the labor op for the one that expires first. Thoughts?
Re: What Would You Do - 02/15 - 02/10/2015
I have to agree Roadside assistance should have been called to tow the vehicle doesn't look like the customer was too concerned about the vehicle being unsafe to drive, send them the bill..
Re: 2015 and 2 Year Maintenance - 03/19/2015
... for them to get it squared away. There is however, a form that should be in the deal that the customer has signed explaining the warranties, including the 2 year maintenance....
Re: What Would You Do - 02/15 - 02/19/2015
... comments, Roadside is the best option for handling a tow and establishing a pick up time with the customer is critical. The claim was paid after review by the WSC Agent for the service call - after a BRC case was established. To this date not sure...
Air Deflectors - 05/14/2015
A customer ordered air deflectors that we installed on his new 15 GMC Sierra. I submitted for the warranty on them. After about 4000 miles they fell off, so we replaced them. How do I submit this for warranty? I have tried everything and I just get REJECTION!...
Re: wpc part not sent back - 06/17/2015
Okay thank you for the input, Im wondering if I let my dma know before hand if I re-input this as a customer enthusiasim in which case The WPC could not call back for the part? Idk could be completely wrong going in that direction but just an idea.
GMPP SmartCare - Repeat Repair - 10/16/2013
... At a loss as to what to do. Last tire rotation at another dealership 3 months and 3847 miles ago. Customer requested lof and rotate. lof paid, rotate rejected. Any ideas?...
Labor code ? - 10/17/2013
Customer called GM and GM waived the check out fee for a diagnoses. Gm said we could turn the amount for the check out fee in as warranty. She gave us a case# but not a labor code. Does anyone know what the labor code would be? Or how I submit the claim? ...
Re: New Wararanty?? CAC/BRC CCL-HVAC ?? - 08/29/2013
It looks like the customer received a component coverage letter for the HVAC system on their vehicle which is good for the 4/60. They might even have a list of specific components that GM extended the warranty coverage for on the letter. Usually this...
... back". Therefore NOT warranty. However, I agree with jblox that it should not be the customer's responsibility. I would definitely contact the DMA AND your warranty specialist to get some input on how they want it handled. Your...
Forum - 04/24/2018
... amount because I was told by the WSC that the proration is required. This was after the customer called back after paying the proration and deciding that he didn't believe that he should have to pay anything since other wear items don't include...
Recall Claim Part/Age Issue - 04/24/2018
... we only did 1. Of course now there is an issue and we discovered this error. The customer needs the other key. Is there any way possible to submit for the other key? Can we H-route the new claim for approval?...
BATTERY REPLACMENT RULES UNDER NEW 2 YEAR PARTS WARRANTY - 04/24/2018
... the 2 year free replacment and what is not. I haven't seen anything regarding batteries. If a customer purchases a battery and that battery fails and we replace it during the free replacment period, does the parts warranty start over?...
Forum - 03/26/2018
From our experience, when the customer returns to have the new module installed, the previous job card is referred to for diagnositics with the labor operation for the failed module claimed. The previous job card is closed internally.
Re: What Would You Do - 08/15 - 08/18/2015
... to use the Transmission labor op if the service manager intends on replacing the transmission with customer participation.The SPA labor op will not work because replacing the transmission is not included in the parts for the SPA......
Re: Transmission diagnostic worksheet? - 09/02/2015
... collected and used as an aide (including things like brake and vibration diagnostic worksheets, customer concern verification worksheets, repair vs replace, etc.) Hope this helps address your question. ...
Re: SERVICE CONTRACTS CHEVPMUs1N18 - 07/24/2015
Is this a new vehicle? Did you sell it? Maybe there's something in the deal jacket you can check, if it's under Extended, it sounds like something that the customer purchased. That's a new one for me.
Re: Anyone have experience with processing 15067 for replacement tires? - 07/29/2015
The dealer must complete a Goodyear Product Adjustment Claim Form for tire and handling allowance reimbursement. Contact infoLink when the adjustment tires are ready for return. Goodyear Logistics will contact the dealership to schedule a pickup date...
CAM-02 Report - 10/16/2015
I was just reading that if a customer refuses a recall we should document the reject and also fill out a CAM-02 report. Does anyone know what this is or where to find it?
What Would You Do - 12/15 - 12/01/2015
... be a repeat repair. The transaction rejected with comments from the WSC Agent stating that the customers are limited to four service events during the service period. The vehicle has already had four service events in the history in IVH. The maintenance...
Labor op ? - 10/07/2014
i am looking for a labor op for door vent visors on a 2015 GMC Sierra..part no 1932763..these are customer purchased items and dealer installed parts, and a claim with zset needs to be submitted showing these parts are on this vehicle. problem is I cant...
Re: WIFI ACCESSORY - 09/19/2014
It is not a PDI dealer install. Customer bought the GM accessory WIFI package to add to the vehicle. The vehicle does not have that RPO code either. It will reject as a ZPDI because it is not part of the PDI.
CAC/BRC CCL - Comprehesive (In IVH under applicable warranties) - 12/05/2014
I was just wondering if anyone can tell me how these work, or more importantly where any info on these can be found. Customers are under the assumption that they can get everything fixed, and when we put a claim through it says its out of its time fr...
2015 TOP OFF DEF - 12/15/2014
We have had a couple of customers come in to have DEF topped off in between oil changes, has anyone else encountered this? Is so, have been able to charge it out separate from the $85.00 maintenance?
What Would You Do - 01/15 - 12/19/2014
... and 14030 (side impact airbag connector). While the vehicle was in the service department, the customer phoned the advisor to add two additional conditions to the transaction. The customer noticed a whine noise from the power steering when turning to...
CPO or MY 14 Maintenance? - 01/08/2015
When a customer has a vehicle that's eligible for both Certified AND Chevrolet 2 Year Scheduled Maintenance, is there anything that says which to use? I'm leaning toward using the labor op for the one that expires first. Thoughts?
Re: What Would You Do - 02/15 - 02/10/2015
I have to agree Roadside assistance should have been called to tow the vehicle doesn't look like the customer was too concerned about the vehicle being unsafe to drive, send them the bill..
Re: 2015 and 2 Year Maintenance - 03/19/2015
... for them to get it squared away. There is however, a form that should be in the deal that the customer has signed explaining the warranties, including the 2 year maintenance....
Re: What Would You Do - 02/15 - 02/19/2015
... comments, Roadside is the best option for handling a tow and establishing a pick up time with the customer is critical. The claim was paid after review by the WSC Agent for the service call - after a BRC case was established. To this date not sure...
Air Deflectors - 05/14/2015
A customer ordered air deflectors that we installed on his new 15 GMC Sierra. I submitted for the warranty on them. After about 4000 miles they fell off, so we replaced them. How do I submit this for warranty? I have tried everything and I just get REJECTION!...
Re: wpc part not sent back - 06/17/2015
Okay thank you for the input, Im wondering if I let my dma know before hand if I re-input this as a customer enthusiasim in which case The WPC could not call back for the part? Idk could be completely wrong going in that direction but just an idea.
GMPP SmartCare - Repeat Repair - 10/16/2013
... At a loss as to what to do. Last tire rotation at another dealership 3 months and 3847 miles ago. Customer requested lof and rotate. lof paid, rotate rejected. Any ideas?...
Labor code ? - 10/17/2013
Customer called GM and GM waived the check out fee for a diagnoses. Gm said we could turn the amount for the check out fee in as warranty. She gave us a case# but not a labor code. Does anyone know what the labor code would be? Or how I submit the claim? ...
Re: New Wararanty?? CAC/BRC CCL-HVAC ?? - 08/29/2013
It looks like the customer received a component coverage letter for the HVAC system on their vehicle which is good for the 4/60. They might even have a list of specific components that GM extended the warranty coverage for on the letter. Usually this...
Re: New Wararanty?? CAC/BRC CCL-HVAC ?? - 08/29/2013
The customer should have a letter from the CAC which will tell exactly what components are covered. The few times we've had one of these I take a copy of the letter to put with the claim.
Re: New Wararanty?? CAC/BRC CCL-HVAC ?? - 08/30/2013
Correction, (MARKC), you need to retain the original, for your records. And, give the customer a copy. This is stated in numerous bulletins, and the Policies and Procedure Manual.
Re: Aftermarket Warranty Block - 08/14/2013
No i haven't had that problem..and I dont think there is a successful way around this..The customer's extended warranty company can be called to get approval but since the repairs are already made the warranty company may not authorize the work or the...
dealer installed accessories !! - 03/01/2013
AN INTERNAL JOB CARD WAS MADE TO HAVE ACCESSORIES PUT ON A CUSTOMERS VEHICLE HOW DO I GO ABOUT PUTTING THIS INFO IN THE SYSTEM SO IT SHOWS TO BE ON THE VEHICLE BUILD?? THANKS FOR ANY HELP
not compatible to ltg - 03/05/2013
I have a claim I'm trying to submit to reimburse a customer for a special coverage he had done. It show up in his vehicle history but when I submit it, says not compatible to LTG. Any ideas on how to submit this claim.
Does anyone know whats covered under the Business Maintenance Plan? - 07/16/2013
Customer brought in a 2013 Silverado 2500 and has the Business Maintenace Plan. Does anyone know whats covered and what labor op to use. I would greatly appreciate the help. Thanks.
Oil Consumption - 11/22/2013
I have a 2012 Silverado with a oil consumption concern. Tech has checked vehicle for leak and none have been found. We will be giving customer chart to track consumption. Is there an op code to pay my tech for his time.
Re: Does this bother anyone else? - 12/02/2013
I would say that if your advisors where calling there customers after they completed and finalize there repair orders then I'm in. But as many calls as I get for updates I would have to say I'm out. This app helps me not to micro manage our advisor and...
Re: Enhanced Chevy and Buick /GMC courtesty trasporation program - 01/05/2014
The information, as we all see is confusing. Can JLwarranty put something together to unwind the confusion? I am a little nervous in submitting a claim that is from a customer pay repair...
part replacement - 03/06/2014
A vehicle was in for powertrain coverage repairs... now powertrain is expired and one of the parts replaced failed again. It is still under the 12/12= would it be covered under parts replacement, or would it be customer pay?
Re: What Would You Do - 03/14 - 03/11/2014
... labour op to 0600108 with 1.0 in base hours and make accounting adjustments on their end for the customer paid part. The CAC number should be put in the reference field. So only a claim for the 1.0 total....
Not Sure about Labor Code - 04/09/2014
Had customer come in with a check engine light on. Tech retrieved codes P0411 & P2444, called TAC and they requested he clean out port to air check valve in head & exhaust. We couldn't find a Labor Op Code for cleaning so we are using 4021880 Secondary...
Re: May - Share Your Tip - 05/28/2014
... since we added DRAC units as loaners. Occasionally, one of the advisors will put a line that the customer used the shuttle but I always have to call and find out if it was one way or two....
Re: What would you do? - 07/20/2012
Yes the origianl assumption of the Service manager and DVM was the same..... but, per the warranty support center, - claim has to be submitted with labor and off set with the customers payment in the appropriate field.
SPECIAL POLICY WITH 50/50 AND GMPP - 09/10/2012
I have a customer with a Trailblazer that needs Special Policy 10054 done on it. They also have GMPP with a $100 deductible. Do I submit 2 claims, 1 under GMPP for the $50 split of the deductible, or will it reject for a repeat repair?
Re: What would you do? - 07/31/2012
... SIMPLY LEAVE LABOR OFF, LABOR (AS I FIGURED) SHOULD BE INCLUDED IN THE TOTAL AND ADJUSTED OFF AS CUSTOMER PARTICIPATION-THIS DID MAKE THE CLAIM WAY HARDER TO GET PAID, BUT IN THE LONG RUN I FEEL BETTER ABOUT HOW IT HAS PAID AND IF WE EVER NEEDED TO REVISIT...
Re: What would you do? - 07/31/2012
So leaving the labor time off and making it parts only made it impossible to get your claim paid..another words put the labor time in and adjust customer participation part..ok that's good to know...glad your claim was resolved..
Goodwill on GM Certified Pre-Owned? - 08/16/2012
Does anyone know if there is any goodwill you can use on a vehicle that was a certified pre-owned? We have a customer out of the certified by mileage not by time. 08 Acadia with a water leak (go figure)! Was not sure what the consensus was on using...
Re: complimentary oil n filter change, tire rotation and 27 point insp.for anniversary - 09/26/2012
Generally, there should be a Z labor op, along with a number to put in comments (71-xxxxxx...). Is it just an email? Or did the customer also receive a letter? I imagine it would be worth a call with the VIN#.
Rust Warranty on a Painter Steel Bumper on 08 Silverado - 10/05/2012
I have a customer with a 2008 Chevrolet Silverado with 84K that has rust on the front bumper. Is this covered under the corrosion warranty? Any help would be greatly appreciated! Thanks!
Rust Warranty on a Painted Steel Bumper on 08 Silverado - 10/05/2012
I have a customer with a 2008 Chevrolet Silverado with 84K that has rust on the front bumper. Is this covered under the corrosion warranty? Any help would be greatly appreciated! Thanks!
Re: Rust Warranty on a Painter Steel Bumper on 08 Silverado - 10/05/2012
... in the metal for that warranty to apply. That being said you could most likely goodwill it, if customer is loyal and deserving. But, I would discuss that with your rep, just to be sure....
Re: Revised Dealer Policy Empowerment Bulletin 11-00-89-005 - 10/12/2012
Mandatory minimum. Sounds more like a criminal sentencing procedure than a customer satisfaction tool. I have not read it all but this is going to take a massive retraining of Service Managers, Directors, and advisors. It is understandable as policy has...
ONE TIME REPLACEMANT ON DURASTOP BRAKE PADS - 09/14/2012
DOES ANYBODY KNOW HOW TO SUBMIT FOR A ONE TIME REPLACEMENT ON DURASTOP BRAKE PADS? AND IS LABOR ALSO COVERED OR DOES THE CUSTOMER PAY FOR LABOR?
Process for over the counter parts - 11/09/2012
... However, I have run into a parts warranty today where the outside repair facility is requesting a reimbursement for labor (with the appropriate documentation). Is it my responsibility to open a Job Card (and does a Job Card need to be opened) for this?...
The customer should have a letter from the CAC which will tell exactly what components are covered. The few times we've had one of these I take a copy of the letter to put with the claim.
Re: New Wararanty?? CAC/BRC CCL-HVAC ?? - 08/30/2013
Correction, (MARKC), you need to retain the original, for your records. And, give the customer a copy. This is stated in numerous bulletins, and the Policies and Procedure Manual.
Re: Aftermarket Warranty Block - 08/14/2013
No i haven't had that problem..and I dont think there is a successful way around this..The customer's extended warranty company can be called to get approval but since the repairs are already made the warranty company may not authorize the work or the...
dealer installed accessories !! - 03/01/2013
AN INTERNAL JOB CARD WAS MADE TO HAVE ACCESSORIES PUT ON A CUSTOMERS VEHICLE HOW DO I GO ABOUT PUTTING THIS INFO IN THE SYSTEM SO IT SHOWS TO BE ON THE VEHICLE BUILD?? THANKS FOR ANY HELP
not compatible to ltg - 03/05/2013
I have a claim I'm trying to submit to reimburse a customer for a special coverage he had done. It show up in his vehicle history but when I submit it, says not compatible to LTG. Any ideas on how to submit this claim.
Does anyone know whats covered under the Business Maintenance Plan? - 07/16/2013
Customer brought in a 2013 Silverado 2500 and has the Business Maintenace Plan. Does anyone know whats covered and what labor op to use. I would greatly appreciate the help. Thanks.
Oil Consumption - 11/22/2013
I have a 2012 Silverado with a oil consumption concern. Tech has checked vehicle for leak and none have been found. We will be giving customer chart to track consumption. Is there an op code to pay my tech for his time.
Re: Does this bother anyone else? - 12/02/2013
I would say that if your advisors where calling there customers after they completed and finalize there repair orders then I'm in. But as many calls as I get for updates I would have to say I'm out. This app helps me not to micro manage our advisor and...
Re: Enhanced Chevy and Buick /GMC courtesty trasporation program - 01/05/2014
The information, as we all see is confusing. Can JLwarranty put something together to unwind the confusion? I am a little nervous in submitting a claim that is from a customer pay repair...
part replacement - 03/06/2014
A vehicle was in for powertrain coverage repairs... now powertrain is expired and one of the parts replaced failed again. It is still under the 12/12= would it be covered under parts replacement, or would it be customer pay?
Re: What Would You Do - 03/14 - 03/11/2014
... labour op to 0600108 with 1.0 in base hours and make accounting adjustments on their end for the customer paid part. The CAC number should be put in the reference field. So only a claim for the 1.0 total....
Not Sure about Labor Code - 04/09/2014
Had customer come in with a check engine light on. Tech retrieved codes P0411 & P2444, called TAC and they requested he clean out port to air check valve in head & exhaust. We couldn't find a Labor Op Code for cleaning so we are using 4021880 Secondary...
Re: May - Share Your Tip - 05/28/2014
... since we added DRAC units as loaners. Occasionally, one of the advisors will put a line that the customer used the shuttle but I always have to call and find out if it was one way or two....
Re: What would you do? - 07/20/2012
Yes the origianl assumption of the Service manager and DVM was the same..... but, per the warranty support center, - claim has to be submitted with labor and off set with the customers payment in the appropriate field.
SPECIAL POLICY WITH 50/50 AND GMPP - 09/10/2012
I have a customer with a Trailblazer that needs Special Policy 10054 done on it. They also have GMPP with a $100 deductible. Do I submit 2 claims, 1 under GMPP for the $50 split of the deductible, or will it reject for a repeat repair?
Re: What would you do? - 07/31/2012
... SIMPLY LEAVE LABOR OFF, LABOR (AS I FIGURED) SHOULD BE INCLUDED IN THE TOTAL AND ADJUSTED OFF AS CUSTOMER PARTICIPATION-THIS DID MAKE THE CLAIM WAY HARDER TO GET PAID, BUT IN THE LONG RUN I FEEL BETTER ABOUT HOW IT HAS PAID AND IF WE EVER NEEDED TO REVISIT...
Re: What would you do? - 07/31/2012
So leaving the labor time off and making it parts only made it impossible to get your claim paid..another words put the labor time in and adjust customer participation part..ok that's good to know...glad your claim was resolved..
Goodwill on GM Certified Pre-Owned? - 08/16/2012
Does anyone know if there is any goodwill you can use on a vehicle that was a certified pre-owned? We have a customer out of the certified by mileage not by time. 08 Acadia with a water leak (go figure)! Was not sure what the consensus was on using...
Re: complimentary oil n filter change, tire rotation and 27 point insp.for anniversary - 09/26/2012
Generally, there should be a Z labor op, along with a number to put in comments (71-xxxxxx...). Is it just an email? Or did the customer also receive a letter? I imagine it would be worth a call with the VIN#.
Rust Warranty on a Painter Steel Bumper on 08 Silverado - 10/05/2012
I have a customer with a 2008 Chevrolet Silverado with 84K that has rust on the front bumper. Is this covered under the corrosion warranty? Any help would be greatly appreciated! Thanks!
Rust Warranty on a Painted Steel Bumper on 08 Silverado - 10/05/2012
I have a customer with a 2008 Chevrolet Silverado with 84K that has rust on the front bumper. Is this covered under the corrosion warranty? Any help would be greatly appreciated! Thanks!
Re: Rust Warranty on a Painter Steel Bumper on 08 Silverado - 10/05/2012
... in the metal for that warranty to apply. That being said you could most likely goodwill it, if customer is loyal and deserving. But, I would discuss that with your rep, just to be sure....
Re: Revised Dealer Policy Empowerment Bulletin 11-00-89-005 - 10/12/2012
Mandatory minimum. Sounds more like a criminal sentencing procedure than a customer satisfaction tool. I have not read it all but this is going to take a massive retraining of Service Managers, Directors, and advisors. It is understandable as policy has...
ONE TIME REPLACEMANT ON DURASTOP BRAKE PADS - 09/14/2012
DOES ANYBODY KNOW HOW TO SUBMIT FOR A ONE TIME REPLACEMENT ON DURASTOP BRAKE PADS? AND IS LABOR ALSO COVERED OR DOES THE CUSTOMER PAY FOR LABOR?
Process for over the counter parts - 11/09/2012
... However, I have run into a parts warranty today where the outside repair facility is requesting a reimbursement for labor (with the appropriate documentation). Is it my responsibility to open a Job Card (and does a Job Card need to be opened) for this?...
Re: Process for over the counter parts - 11/09/2012
... you can not claim labor on an over the counter part sale, you can claim the part only. Labor reimbursement is for a dealer installed part only. You can reference Article 1.1.3.1 of the Policy and Procedure Manual for more info. ...
TIRE CLAIM - 10/24/2012
REPLACED A TIRE AS CUSTOMER ENTHUSIAM NOT WARRANTY, DUE TO TIRE DAMAGED BY ROAD HAZARD..DO I NEED TO DO A TIRE WARRANTY PRE-AUTHORIZATION??? DBC AND WHEN I SUBMITTED THE CLAIM SAYS YES MY SERVICE MANAGER SAYS NO BECAUSE ITS NOT WARRANTY...ANY SUGGEST...
Re: TIRE CLAIM - 10/24/2012
YOU WILL NEED A TIRE PREAUTHORIZATION TO GET THE CLAIM PAID. THE TIRE AUTHORIZATION TAB HAS A DROP DOWN FOR "CUSTOMER ENTHUSIASM". I HAD ONE OF THESE LAST MONTH.
Service Agent Installed Warranty - 02/11/2013
I have a customer with a bad fuel injector. The previous owner had them replaced less than 12K miles ago at a different GM dealer and it is in the warranty history on Global Connect. This would still qualify as a service agent install transaction if I'm...
Re: Christmas Eve Hours - 12/19/2012
Thanks for the replies. We just found out today while making an appt. for a customer that requested Christmas Eve, the manager said yes we will be open. Everyone else around is closed that we know of, and I'm pretty sure we will be working a full day...
CPO Maintenance Plan - 03/25/2013
I have a customer that has a Standard CBG CPO Maintenance Plan. The service agent put the Dexos 1 Synthetic Blend LOF on line 1 (M0017) and the Tire Rotation on Line 2 (M0021). I'm new at this and not sure how to put this in. Last time it rejected the...
New Complaint Codes.... - 05/09/2013
Does anyone know what the difference is in the new complaint codes 0321 "check engine" light vs. 0329 SES/Check Engine/MIL? Is 0321 to be used when the customer states there is a "light" on and isnt sure which one?
Rental Car - 05/30/2013
Can anyone tell me if GM pays for a customer that has a GM vehicle and comes in to have service work done, like an oil change or something, but not under warranty. Does GM pay for them to have a rental car?
Re: Complimentary Anniversary LOF Labor Op - 04/18/2012
I don't have Buick so I don't know about that one but couldn't the advisor ask the customer to bring in the other page or attach it to an email or something? These coupons are out of hand!
Re: March warranty news - 04/04/2012
... it? They changed the wording for their "empowerment tools". From now on Policy, Goodwill and Customer Enthusiasm... all have specific requirements to use them. See TSB 11-00-89-005A for the latest and greatest! Good Luck!...
GM Dealer Rent-A-Car - 04/05/2012
... before we can give them a vehicle.Or can the repair just be like .3 for a panel install but the customer is dropping the vehicle off.I cant see myself running a ticket for a same day rental for .3 of an hour....
Re: GM Dealer Rent-A-Car - 04/05/2012
The only time I know of that a customer gets a rental no matter what is with a Cad. Any others, if it's not meeting the time requirements, it's not eligible for a rental. We have a shuttle service that works well for us but we are in a small rural area...
Re: - 02/02/2012
I wonder if you have a different coupon to use. On the bottom of the ones that customers are turning in it shows Z2368 for the free lof and Z2369 for $20 off of a service. I said it before and I'll say it again, I'm over all of these Zops for servi...
Payment for Dye to Check for Oil Leak - 02/21/2012
I have a customer that came in for an oil change and also has a slight oil leak. We added dye to the oil in order to confirm exact leak at next oil change. He is still under factory warranty. Can I submit for the dye only this time or should I wait...
Re: MISCELLANEOUS FUEL - 01/10/2012
... fuel on a warranty ticket because we condider it a necessity for the repair and charge it to the customer or my service department eats it in their policy. If it were me, I'd get ahold of your area manager and ask how they want you to handle it. With...
Re: What should I do? - 12/06/2011
I dont envy you either and would have a problem submitting this claim too. This business of keeping the customer happy is tuff but the service manager should make the right decisions too for himself and the dealer too.. good Luck and yea let us know...
claiming window glas in recall 07273. - 09/22/2011
this recall states that the window may shatter, which it di d in the case of our customer. However, there is no direction on how to claim for the window glas in the recall. If the glass is submitted parts, the claim is rejected as incompatible part....
Re: Parts Warranty when vehicle is still under warranty - 09/26/2011
ok i has two claims last week..one was a zpti and the other was a zreg with an R .they both went thru so did i do those correct ..our percentage is a little high too..i thought zpti was only for parts warranty from a customer pay...
Re: GMPP CLAIM W/GM 50% PARTICIPATION - 10/07/2011
i am confused too ..did you submit the whole claim as a claim type ZSCT?? seems like it could have been submitted as a zsct and include the customer participation part in the claim as one line instead of two..just my thinking
Re: 50/50 SPLIT - 10/31/2011
FYI update: Just got off "online" with DBC... if the cust has GMPP, you total claim at GM pricing the minus 1/2 the customers deduct - than split balance 50/50 between GM & GMPP ... if cust does not have GMPP, you still total claim but then split 50...
Re: 1926 Warranty - 03/17/2011
My service manager has this under the glass on his desk. Amazing how far things have come. Customer service doesn't seem to be a top priority at the time.
Certified Service - 03/22/2011
... Complimentary Maintenance program for Saturns and Pontiac's is offered on line in emails sent to customers. I'm wondering how to keep track of the maintenance performed? We have only seen the cards that are sent in the mail, which you record on the card....
DAMAGED DOOR PANEL AND CRACKED WINDOW GLASS - 03/30/2011
I thought I seen in one of the newsletters information about subsequent damage to a vehicle during repair. We had a customer come in with a door that would not unlock at all. My technician damaged the door panel and cracked the window while trying to...
Re: part pick up fm another dealer for a used vehicle - 04/13/2011
You are correct, you are not allowed to collect for parts expediting on a stock unit. P & P Art 1.5.18 is about parts expediting and says it is a "customer enthusiasm service". It also references Bulletin# 99-00-89-021, if you need any more info.
Re: Additional Time for Installing Assist Steps on 2011 Diesel Silverado - 05/16/2011
... Body Shop advisors that when they have a ticket for accessory installation to get me a copy of the customer or internal invoice because I have to submit them. I'm sure we've probably missed a few, but on the whole they're doing a pretty good job. I...
... you can not claim labor on an over the counter part sale, you can claim the part only. Labor reimbursement is for a dealer installed part only. You can reference Article 1.1.3.1 of the Policy and Procedure Manual for more info. ...
TIRE CLAIM - 10/24/2012
REPLACED A TIRE AS CUSTOMER ENTHUSIAM NOT WARRANTY, DUE TO TIRE DAMAGED BY ROAD HAZARD..DO I NEED TO DO A TIRE WARRANTY PRE-AUTHORIZATION??? DBC AND WHEN I SUBMITTED THE CLAIM SAYS YES MY SERVICE MANAGER SAYS NO BECAUSE ITS NOT WARRANTY...ANY SUGGEST...
Re: TIRE CLAIM - 10/24/2012
YOU WILL NEED A TIRE PREAUTHORIZATION TO GET THE CLAIM PAID. THE TIRE AUTHORIZATION TAB HAS A DROP DOWN FOR "CUSTOMER ENTHUSIASM". I HAD ONE OF THESE LAST MONTH.
Service Agent Installed Warranty - 02/11/2013
I have a customer with a bad fuel injector. The previous owner had them replaced less than 12K miles ago at a different GM dealer and it is in the warranty history on Global Connect. This would still qualify as a service agent install transaction if I'm...
Re: Christmas Eve Hours - 12/19/2012
Thanks for the replies. We just found out today while making an appt. for a customer that requested Christmas Eve, the manager said yes we will be open. Everyone else around is closed that we know of, and I'm pretty sure we will be working a full day...
CPO Maintenance Plan - 03/25/2013
I have a customer that has a Standard CBG CPO Maintenance Plan. The service agent put the Dexos 1 Synthetic Blend LOF on line 1 (M0017) and the Tire Rotation on Line 2 (M0021). I'm new at this and not sure how to put this in. Last time it rejected the...
New Complaint Codes.... - 05/09/2013
Does anyone know what the difference is in the new complaint codes 0321 "check engine" light vs. 0329 SES/Check Engine/MIL? Is 0321 to be used when the customer states there is a "light" on and isnt sure which one?
Rental Car - 05/30/2013
Can anyone tell me if GM pays for a customer that has a GM vehicle and comes in to have service work done, like an oil change or something, but not under warranty. Does GM pay for them to have a rental car?
Re: Complimentary Anniversary LOF Labor Op - 04/18/2012
I don't have Buick so I don't know about that one but couldn't the advisor ask the customer to bring in the other page or attach it to an email or something? These coupons are out of hand!
Re: March warranty news - 04/04/2012
... it? They changed the wording for their "empowerment tools". From now on Policy, Goodwill and Customer Enthusiasm... all have specific requirements to use them. See TSB 11-00-89-005A for the latest and greatest! Good Luck!...
GM Dealer Rent-A-Car - 04/05/2012
... before we can give them a vehicle.Or can the repair just be like .3 for a panel install but the customer is dropping the vehicle off.I cant see myself running a ticket for a same day rental for .3 of an hour....
Re: GM Dealer Rent-A-Car - 04/05/2012
The only time I know of that a customer gets a rental no matter what is with a Cad. Any others, if it's not meeting the time requirements, it's not eligible for a rental. We have a shuttle service that works well for us but we are in a small rural area...
Re: - 02/02/2012
I wonder if you have a different coupon to use. On the bottom of the ones that customers are turning in it shows Z2368 for the free lof and Z2369 for $20 off of a service. I said it before and I'll say it again, I'm over all of these Zops for servi...
Payment for Dye to Check for Oil Leak - 02/21/2012
I have a customer that came in for an oil change and also has a slight oil leak. We added dye to the oil in order to confirm exact leak at next oil change. He is still under factory warranty. Can I submit for the dye only this time or should I wait...
Re: MISCELLANEOUS FUEL - 01/10/2012
... fuel on a warranty ticket because we condider it a necessity for the repair and charge it to the customer or my service department eats it in their policy. If it were me, I'd get ahold of your area manager and ask how they want you to handle it. With...
Re: What should I do? - 12/06/2011
I dont envy you either and would have a problem submitting this claim too. This business of keeping the customer happy is tuff but the service manager should make the right decisions too for himself and the dealer too.. good Luck and yea let us know...
claiming window glas in recall 07273. - 09/22/2011
this recall states that the window may shatter, which it di d in the case of our customer. However, there is no direction on how to claim for the window glas in the recall. If the glass is submitted parts, the claim is rejected as incompatible part....
Re: Parts Warranty when vehicle is still under warranty - 09/26/2011
ok i has two claims last week..one was a zpti and the other was a zreg with an R .they both went thru so did i do those correct ..our percentage is a little high too..i thought zpti was only for parts warranty from a customer pay...
Re: GMPP CLAIM W/GM 50% PARTICIPATION - 10/07/2011
i am confused too ..did you submit the whole claim as a claim type ZSCT?? seems like it could have been submitted as a zsct and include the customer participation part in the claim as one line instead of two..just my thinking
Re: 50/50 SPLIT - 10/31/2011
FYI update: Just got off "online" with DBC... if the cust has GMPP, you total claim at GM pricing the minus 1/2 the customers deduct - than split balance 50/50 between GM & GMPP ... if cust does not have GMPP, you still total claim but then split 50...
Re: 1926 Warranty - 03/17/2011
My service manager has this under the glass on his desk. Amazing how far things have come. Customer service doesn't seem to be a top priority at the time.
Certified Service - 03/22/2011
... Complimentary Maintenance program for Saturns and Pontiac's is offered on line in emails sent to customers. I'm wondering how to keep track of the maintenance performed? We have only seen the cards that are sent in the mail, which you record on the card....
DAMAGED DOOR PANEL AND CRACKED WINDOW GLASS - 03/30/2011
I thought I seen in one of the newsletters information about subsequent damage to a vehicle during repair. We had a customer come in with a door that would not unlock at all. My technician damaged the door panel and cracked the window while trying to...
Re: part pick up fm another dealer for a used vehicle - 04/13/2011
You are correct, you are not allowed to collect for parts expediting on a stock unit. P & P Art 1.5.18 is about parts expediting and says it is a "customer enthusiasm service". It also references Bulletin# 99-00-89-021, if you need any more info.
Re: Additional Time for Installing Assist Steps on 2011 Diesel Silverado - 05/16/2011
... Body Shop advisors that when they have a ticket for accessory installation to get me a copy of the customer or internal invoice because I have to submit them. I'm sure we've probably missed a few, but on the whole they're doing a pretty good job. I...
Accessories for "Business Choice" Sales Program - 05/17/2011
We have several customers who purchased vehicle through the "GM Business Choice" incentive program. They are entitled to certain equipment packages at N/C. The accessories are not part of the original equipment so I assume I add them as an "I" op but...
RADIO LABOR OP FOR INSTALL ONLY - 05/04/2011
HAVE A 2009 PONTIAC G8 --- CUSTOMER RETURNED TO HAVE A S/O RADIO INSTALLED (RADIO HERE SO LONG WAITING ON CUST - REQUESTED BE RETURNED) -- HAD TO RIGHT NEW JOB CARD "TOO INSTALL" R0760 STATES: USE LABOR OP IF COMPLETED IN SAME DAY --- UNABLE TO LOCATE...
Re: Would you submit this as warranty? - 04/25/2011
Yes, This claim would be goodwill for customer satisfaction. Stating that the upgrade was not a defect but rather a special case and goodwill would be in order.
Re: PURGING FILES - 04/13/2011
You need to check with state requirements, but in Michigan where I am, we are required to keep all customer files for 6 years. I keep 2 years worth in the cabinets. We have the color file system, it makes it much easier to purge. All the rest are boxed...
BODYSHOP REPAIRS - 07/27/2011
I have a 2009 pontiac vibe customer came in had roof rust by the windshield our tech fixed the roof rust at the edge of the winsheild what labor op can I use?
Re: BODYSHOP REPAIRS - 07/27/2011
I have a 2008 impala customer came in stated rear deck lid rusted tech repaired rust caused by molding. what labor op do I use?
Re: BODYSHOP REPAIRS - 07/27/2011
[quote] mpatten: I have a 2008 impala customer came in stated rear deck lid rusted tech repaired rust caused by molding. what labor op do I use? [/quote]
2 year/30000 mile standard CPO maintenance plan - 08/30/2011
... doing GM certified vehicles and I have no idea about this part of it, and of course, we have a customer here for their free oil change under the plan. Any help would be appreciated - thanks in advance!...
Re: I op codes - 08/31/2011
You would you use the I Labor codes when a customer purchases Gm accessories like step bars or tow hooks,with using Zset.That way if they have a defect of some sort you could warranty the item.
ZSET REJECT - 06/16/2011
... INSTALLED OPTION WAS FOUND FOR LABOUR CODE I9255". WHY WOULD A ZET REJECT FOR INSTALLATION OF A CUSTOMER PAID ACCESSORY? IT'S BEEN A ROUGH WEEK. I'VE LOOKED THROUGH EVERYTHING I CAN FIND AND AM NOT SURE WHAT TO DO NEXT. ANY HELP IS GREATLY APPR...
EMPOWERMENT GOODWILL - GMPP COVERAGE - 06/09/2011
WE HAVE A "VOLT" CUSTOMER WITH NOTHING BE PROBLEMS WITH HER VEHICLE...... SHE HAS BEEN OFFERED A GMPP CONTRACT AS A GOODWILL OFFERING..... I FOUND THE INFO UNDER DEALER EMPOWERMENT GOODWILL, BUT I CANT SEEM TO FIND A "LABOR OP" TO USE TO CLAIM THE PRICE...
ONSTAR CONCERN LABOR OP ?? - 07/14/2011
I HAVE A 2007 SUBURBAN.. COMPLAINT: STARTING CAR ONSTAR COMES ON & STATES YOU HAVE LEFT YOUR ROUTE WHEN CUSTOMER HAD NEVER ASKED FOR ROUTE --- TRIED TO CANCEL AS PER DOC#2407737 "UNSUCCESSFUL", REMOVED BATTERY FOR 10 MIN TO CLEAR >>> QUESTION: SINCE I...
2011 Malibu paint issue - 07/21/2011
We have a customer whose 2011 Malibu paint scratched at the top of all 4 door jambs. It appears as though the weatherstrip seals were the culprit. Our bodyshop tech states that the flex of the vehicle while driving, along with dust & debris causes this...
Goodwill for radio - 07/21/2011
Have a customer in a GMC Acadia that had to have a radio replaced just out of warranty. Service Manager wanted to do this as a goodwill repair, but the transaction rejects because of the cost of the radio. R0760 doesnt allow for parts cost since radio...
recall for the heated wiper fluid - 06/08/2010
ok so i got a call from a customer saying that the usa today has a story saying gm is gonna pay owners of certain vehicles with heated wiper fluid $100 for disabling it permantly from their vehicles....has anyone heard anything from GM about this and...
Re: recall for the heated wiper fluid - 06/16/2010
we have had only one and my service manager had a check ready for the customer when he picked up his vehicle..guess it all depends on how each dealer wants to handle this..
Re: ZSET IN REYNOLDS - 07/28/2010
There is such a thing, the catch is the job has to be flagged as a customer pay job for it to show claim ZSET when you go to submit the claim through R&R.
Re: PDI FLUIDS - 08/19/2010
... We bill the PDI fluids as net items (including washer fluid) and chalk it up to shop supplies with customer vehicles. We have a dollar amount billed for each fluid add in net items for each PDI we do and get paid per vehicle when it's downloaded....
HVAC ODOR - 06/30/2010
A customer brought in a 2009 Malibu with roughly 28,000 miles on it. The complaint was a "musty" odor coming from the air conditioner. The technician looked for leaks, none found. Verified there was a slight odor & sprayed a deodorizer into the HVAC...
Re: Would you try to put a claim in for this? - 09/20/2010
... a manufacturer's defect... if we were installing factory assist steps, I might try it, but the customer provided aftermarket steps. It doesn't make sense to me that this should be a warranty claim. Does anyone know of a written policy that might include...
srta trans warranty - 09/17/2010
Here's a brain teaser...customer purchases a transmission assembly over the counter. Installs it himself. Only makes it about 40 miles. Part warranty only, or would labor be covered as well. I say part only. Svc Manager says both. What do you guys th...
Re: Would you try to put a claim in for this? - 09/16/2010
i know i wouldnt submit that claim..why would the service advisor expect you too..thats aftermarket parts not factory parts huh? customer should pay to have those installed..i would think
Re: DMA Authorization Form - 12/14/2010
thats the one thing about this i dont like..everything going on one line it ties up the whole claim because of the excessive rental,,i have one now and will have another when the customer picks up today..
Do you check.....? - 02/23/2011
... suggest your shop do it too. Our sales staff uses this knowledge as a sales tool, telling the customer the vehicles are "up-to-date" on all recalls....
Re: srta trans warranty - 09/22/2010
i printed the chart, just dont see the reasoning for the labor when the individual installed it himself, makes more sense if a repair shop owner bought the engine for a customer and made the repairs in his shop..but thats ok i can live with it...
We have several customers who purchased vehicle through the "GM Business Choice" incentive program. They are entitled to certain equipment packages at N/C. The accessories are not part of the original equipment so I assume I add them as an "I" op but...
RADIO LABOR OP FOR INSTALL ONLY - 05/04/2011
HAVE A 2009 PONTIAC G8 --- CUSTOMER RETURNED TO HAVE A S/O RADIO INSTALLED (RADIO HERE SO LONG WAITING ON CUST - REQUESTED BE RETURNED) -- HAD TO RIGHT NEW JOB CARD "TOO INSTALL" R0760 STATES: USE LABOR OP IF COMPLETED IN SAME DAY --- UNABLE TO LOCATE...
Re: Would you submit this as warranty? - 04/25/2011
Yes, This claim would be goodwill for customer satisfaction. Stating that the upgrade was not a defect but rather a special case and goodwill would be in order.
Re: PURGING FILES - 04/13/2011
You need to check with state requirements, but in Michigan where I am, we are required to keep all customer files for 6 years. I keep 2 years worth in the cabinets. We have the color file system, it makes it much easier to purge. All the rest are boxed...
BODYSHOP REPAIRS - 07/27/2011
I have a 2009 pontiac vibe customer came in had roof rust by the windshield our tech fixed the roof rust at the edge of the winsheild what labor op can I use?
Re: BODYSHOP REPAIRS - 07/27/2011
I have a 2008 impala customer came in stated rear deck lid rusted tech repaired rust caused by molding. what labor op do I use?
Re: BODYSHOP REPAIRS - 07/27/2011
[quote] mpatten: I have a 2008 impala customer came in stated rear deck lid rusted tech repaired rust caused by molding. what labor op do I use? [/quote]
2 year/30000 mile standard CPO maintenance plan - 08/30/2011
... doing GM certified vehicles and I have no idea about this part of it, and of course, we have a customer here for their free oil change under the plan. Any help would be appreciated - thanks in advance!...
Re: I op codes - 08/31/2011
You would you use the I Labor codes when a customer purchases Gm accessories like step bars or tow hooks,with using Zset.That way if they have a defect of some sort you could warranty the item.
ZSET REJECT - 06/16/2011
... INSTALLED OPTION WAS FOUND FOR LABOUR CODE I9255". WHY WOULD A ZET REJECT FOR INSTALLATION OF A CUSTOMER PAID ACCESSORY? IT'S BEEN A ROUGH WEEK. I'VE LOOKED THROUGH EVERYTHING I CAN FIND AND AM NOT SURE WHAT TO DO NEXT. ANY HELP IS GREATLY APPR...
EMPOWERMENT GOODWILL - GMPP COVERAGE - 06/09/2011
WE HAVE A "VOLT" CUSTOMER WITH NOTHING BE PROBLEMS WITH HER VEHICLE...... SHE HAS BEEN OFFERED A GMPP CONTRACT AS A GOODWILL OFFERING..... I FOUND THE INFO UNDER DEALER EMPOWERMENT GOODWILL, BUT I CANT SEEM TO FIND A "LABOR OP" TO USE TO CLAIM THE PRICE...
ONSTAR CONCERN LABOR OP ?? - 07/14/2011
I HAVE A 2007 SUBURBAN.. COMPLAINT: STARTING CAR ONSTAR COMES ON & STATES YOU HAVE LEFT YOUR ROUTE WHEN CUSTOMER HAD NEVER ASKED FOR ROUTE --- TRIED TO CANCEL AS PER DOC#2407737 "UNSUCCESSFUL", REMOVED BATTERY FOR 10 MIN TO CLEAR >>> QUESTION: SINCE I...
2011 Malibu paint issue - 07/21/2011
We have a customer whose 2011 Malibu paint scratched at the top of all 4 door jambs. It appears as though the weatherstrip seals were the culprit. Our bodyshop tech states that the flex of the vehicle while driving, along with dust & debris causes this...
Goodwill for radio - 07/21/2011
Have a customer in a GMC Acadia that had to have a radio replaced just out of warranty. Service Manager wanted to do this as a goodwill repair, but the transaction rejects because of the cost of the radio. R0760 doesnt allow for parts cost since radio...
recall for the heated wiper fluid - 06/08/2010
ok so i got a call from a customer saying that the usa today has a story saying gm is gonna pay owners of certain vehicles with heated wiper fluid $100 for disabling it permantly from their vehicles....has anyone heard anything from GM about this and...
Re: recall for the heated wiper fluid - 06/16/2010
we have had only one and my service manager had a check ready for the customer when he picked up his vehicle..guess it all depends on how each dealer wants to handle this..
Re: ZSET IN REYNOLDS - 07/28/2010
There is such a thing, the catch is the job has to be flagged as a customer pay job for it to show claim ZSET when you go to submit the claim through R&R.
Re: PDI FLUIDS - 08/19/2010
... We bill the PDI fluids as net items (including washer fluid) and chalk it up to shop supplies with customer vehicles. We have a dollar amount billed for each fluid add in net items for each PDI we do and get paid per vehicle when it's downloaded....
HVAC ODOR - 06/30/2010
A customer brought in a 2009 Malibu with roughly 28,000 miles on it. The complaint was a "musty" odor coming from the air conditioner. The technician looked for leaks, none found. Verified there was a slight odor & sprayed a deodorizer into the HVAC...
Re: Would you try to put a claim in for this? - 09/20/2010
... a manufacturer's defect... if we were installing factory assist steps, I might try it, but the customer provided aftermarket steps. It doesn't make sense to me that this should be a warranty claim. Does anyone know of a written policy that might include...
srta trans warranty - 09/17/2010
Here's a brain teaser...customer purchases a transmission assembly over the counter. Installs it himself. Only makes it about 40 miles. Part warranty only, or would labor be covered as well. I say part only. Svc Manager says both. What do you guys th...
Re: Would you try to put a claim in for this? - 09/16/2010
i know i wouldnt submit that claim..why would the service advisor expect you too..thats aftermarket parts not factory parts huh? customer should pay to have those installed..i would think
Re: DMA Authorization Form - 12/14/2010
thats the one thing about this i dont like..everything going on one line it ties up the whole claim because of the excessive rental,,i have one now and will have another when the customer picks up today..
Do you check.....? - 02/23/2011
... suggest your shop do it too. Our sales staff uses this knowledge as a sales tool, telling the customer the vehicles are "up-to-date" on all recalls....
Re: srta trans warranty - 09/22/2010
i printed the chart, just dont see the reasoning for the labor when the individual installed it himself, makes more sense if a repair shop owner bought the engine for a customer and made the repairs in his shop..but thats ok i can live with it...
Re: Reject Code 038: Service Agent is not allowed to submit authorization code - 11/03/2010
... an issue with our DMS...causing an erroneous 038 error. Once we resubmit via GWM no problem with reimbursement. At this point I don't believe anyone else is experiencing this issue. Connie: not a trick question...we were just wondering if anyone...
Re: HUMMER - COMPLIMENTARY MAINTANENCE COUPONS - 11/04/2010
... Web Manifest? I sometimes look up the VIN and find more info on what is being offered to the customer that way. Mine is on GlobalConnect under Service workbench, then Access Service Marketing Info, then it is in there.... I had to ask my dealer admin...
Re: HUMMER - COMPLIMENTARY MAINTANENCE COUPONS - 11/08/2010
Hummer Free Agent Service Program Announcement G_0000061114 (archived) $20 reimbursement submitted as miscellaneous net Labour Operation Z2270 Manifest List Name: GM Free Agent Service 2010
SHUTTLE - 11/12/2010
... AND THEY SAID SOMETHING ABOUT BEING ABLE TO CLAIM FOR SHUTTLE ONLY FOR CADDILACS IF WE SHUTTLED CUSTOMER ANYWHERE WHILE EVEN ORDERING PARTS...DOES ANYONE KNOW WHAT IM TALKING ABOUT AND IF SO WHAT LO DO WE USE TO CLAIM JUST A SHUTTLE??? ANY AND ALL HELP...
Re: srta trans warranty - 11/14/2010
... they don't have a code? How do we know even if they give us a code if that is a valid code? If a customer removes the failed transmission himself and brings it in how do we know what is really wrong with it and whether it is a minor internal concern...
Re: GM Radio Upgrade ? - 11/19/2010
... to U1C-AM/FM Stereo & Clock & Audio Disc. Not sure how to handle this. I'm afraid if the customer has problems later with the radio that the system will reject any claim thinking the vehicle still has the base radio....
Re: recall 10153 - 12/10/2010
I CALLED DBC ON THIS BECAUSE I HAD THE SAME PROBLEM AND THEY TOLD ME TO RUN WITH V2281 AND ISSUE A CHECK BECAUSE THEY WERE LIKE A CUSTOMER.I DONT AGREE BUT OKAY
Re: PARTS WARRANTY ON SEALS AND GASKETS - 04/23/2009
... not be able to veiw them.(YEAH I KNOW THAT MAKES SENSE RIGHT). That was fun to explain to the customer who wanted to see some documentation on why we're not covering the seal done by another dealer....
Re: CLARIFICATION: HOW WOULD YOU HANDLE ?? - 04/24/2009
REGARDLESS OF IF THE VEHICLE NEVER LEFT THE DEALERSHIP, IF THE REPAIR WAS COMPLETED AND THE CUSTOMER TOOK POSSESSION OF THE VEHICLE, THERE NEEDED TO BE A NEW WORK ORDER. CMA IS MY POLICY.
#07187C: Special Coverage Adjustment - Instrument Panel Cluster Gauge Needle Function - - 04/21/2009
We received a call from an independent repair shop (non GM) saying they have a customer whose vehicle falls within the parameters of this SPA. They want us to order the part and run it as a warranty claim (part only but mileage is 54,287) and then they...
Re: #07187C: Special Coverage Adjustment - Instrument Panel Cluster Gauge Needle Function - - 04/21/2009
... by a GM dealer. However, since this one has the second part with 70,001 miles to 80K giving the customer the cluster, I was wondering if it still applied. We don't run a claim for just getting them the part do we?...
FYI-IPC special policy, T5687 - 04/10/2009
Just had a reject on T5687 from Spec. Policy 07187 which is for the cluster replacement only-customer pays labor. Had a reject for Labor op does not apply to vehicle (LD). Contacted DBC and there is a system inquiry--they hope to have it resolved by...
Re: PERFORMING BUYBACK INSPECTIONS - 05/20/2009
... the $100 and $200 this is a payment for taking the time to correctly fill out paper work with the customer required for the buyback and returning it to GM....
OLD RECALL #07217 - 06/15/2009
NOT SURE IF I AM READING THIS CORRECTLY, IT STATES TO PUT COURTESY TRANSPORATION CHARGES IN NET --- WE PUT CUSTOMER IN RENTAL FOR 1-DAY SO I PUT 42.00 IN NET BUT CLAIM KICKED BACK FOR NET AMOUNT EXCESSIVE (DID WE MISS UNDERSTAND THIS BULLETIN ??)
Re: OLD RECALL #07217 - 06/16/2009
Check out TSB#07-00-89-037 rentals and shuttle service etc are considered courtesy transportation. Since you put the customer in a rental vehicle I would think that it would be acceptable to use labor op Z7901 and charge $42.00 or $37.00 depending on...
Re: REPLACING KEYS UNDER WARRANTY - 06/10/2009
Our un-official policy is that unless we are fairly sure it's a damage issue, we assume it is not. In this instance we'd probably warranty the key and note on the r.o. or claim "for customer satisfaction". Covers everybody that way!
Re: ALIGNMENT - 06/12/2009
... only to claim the work on the front? because it was a front strut that was replaced? We have the customer pay the difference if they want the whole ball of wax. So I would go with 1.9 for that labor op and see what flies. ...
Re: AFTERMARKET ROTORS - 05/12/2009
I do not belive a aftermarket rotor should have been used. Per the customers new car warranty the are to get GM replacement parts not aftermarket.
Re: ANY HYUNDAI PEOPLE OUT THERE I HAVE A QUESTION ABOUT THIS FREE OIL FILTER PROGRAM - 05/12/2009
HM33 is the labor op for the free filter however, it must be billed as customer pay. Hyundai will see these when they log into your system and reimburse the dealer through your open parts account. Do not bill this under warranty. Hyundai is looking for...
Re: 07187C: Special Coverage Adjustment - Instrument Panel Cluster Gauge Needle Function - 08/11/2009
Per SC #07187C "CLAIM INFORMATION SECTION" USE - SUBMIT AS MK-95 T5687 .2 $25.00 -- I HAVE BEEN CHARGING CUSTOMER WHAT EVER THE WARRANTY TIME IS .... HOPE THIS HELPS
Re: Serta Transmission Warranty - 07/21/2009
... that the warranty is 3 years 100,000 miles if replaced during the 3years/100,000 miles then the customer gets the remainder or 12/12 whichever is greater. Then if replaced during the 12/12 it could cont. as long as they are within the 12/12 warranty...
Re: About Two Hours - 03/05/2009
I always love when customers do not think. How are we suppost to work on their vehicle if they have it elsewhere? Then it is our fault. We get this all the time.
Re: Another fuel question - 06/26/2009
... verify a defect I would expect GM whose defective part it is to pay for the fuel. It is not the customers fault that there is a problem with there vehicle....
Re: Towing on a life time warr part ? - 09/16/2009
After reviewing P&P sect 1.1.4 that is correct it says that towing is not included. Thank You reps for keeping my customers happy. (I do not know why they paid these) I will not be submitting them anymore. That is the fun part about Warranty, always...
GOODWILL PARTS FAILURE - 08/27/2009
CAN WE GOODWILL CUSTOMER PAY PARTS FAILURES? IN BY TIME OUT BY COUPLE DAYS OR A COUPLE 1000 MILES. I HAVE A IGNITION CYLINDER FAILED 10 MONTHS SINCE REPLACED BUT 19,000 MILES. CAR HAS 157,718 MILES ON IT.
... an issue with our DMS...causing an erroneous 038 error. Once we resubmit via GWM no problem with reimbursement. At this point I don't believe anyone else is experiencing this issue. Connie: not a trick question...we were just wondering if anyone...
Re: HUMMER - COMPLIMENTARY MAINTANENCE COUPONS - 11/04/2010
... Web Manifest? I sometimes look up the VIN and find more info on what is being offered to the customer that way. Mine is on GlobalConnect under Service workbench, then Access Service Marketing Info, then it is in there.... I had to ask my dealer admin...
Re: HUMMER - COMPLIMENTARY MAINTANENCE COUPONS - 11/08/2010
Hummer Free Agent Service Program Announcement G_0000061114 (archived) $20 reimbursement submitted as miscellaneous net Labour Operation Z2270 Manifest List Name: GM Free Agent Service 2010
SHUTTLE - 11/12/2010
... AND THEY SAID SOMETHING ABOUT BEING ABLE TO CLAIM FOR SHUTTLE ONLY FOR CADDILACS IF WE SHUTTLED CUSTOMER ANYWHERE WHILE EVEN ORDERING PARTS...DOES ANYONE KNOW WHAT IM TALKING ABOUT AND IF SO WHAT LO DO WE USE TO CLAIM JUST A SHUTTLE??? ANY AND ALL HELP...
Re: srta trans warranty - 11/14/2010
... they don't have a code? How do we know even if they give us a code if that is a valid code? If a customer removes the failed transmission himself and brings it in how do we know what is really wrong with it and whether it is a minor internal concern...
Re: GM Radio Upgrade ? - 11/19/2010
... to U1C-AM/FM Stereo & Clock & Audio Disc. Not sure how to handle this. I'm afraid if the customer has problems later with the radio that the system will reject any claim thinking the vehicle still has the base radio....
Re: recall 10153 - 12/10/2010
I CALLED DBC ON THIS BECAUSE I HAD THE SAME PROBLEM AND THEY TOLD ME TO RUN WITH V2281 AND ISSUE A CHECK BECAUSE THEY WERE LIKE A CUSTOMER.I DONT AGREE BUT OKAY
Re: PARTS WARRANTY ON SEALS AND GASKETS - 04/23/2009
... not be able to veiw them.(YEAH I KNOW THAT MAKES SENSE RIGHT). That was fun to explain to the customer who wanted to see some documentation on why we're not covering the seal done by another dealer....
Re: CLARIFICATION: HOW WOULD YOU HANDLE ?? - 04/24/2009
REGARDLESS OF IF THE VEHICLE NEVER LEFT THE DEALERSHIP, IF THE REPAIR WAS COMPLETED AND THE CUSTOMER TOOK POSSESSION OF THE VEHICLE, THERE NEEDED TO BE A NEW WORK ORDER. CMA IS MY POLICY.
#07187C: Special Coverage Adjustment - Instrument Panel Cluster Gauge Needle Function - - 04/21/2009
We received a call from an independent repair shop (non GM) saying they have a customer whose vehicle falls within the parameters of this SPA. They want us to order the part and run it as a warranty claim (part only but mileage is 54,287) and then they...
Re: #07187C: Special Coverage Adjustment - Instrument Panel Cluster Gauge Needle Function - - 04/21/2009
... by a GM dealer. However, since this one has the second part with 70,001 miles to 80K giving the customer the cluster, I was wondering if it still applied. We don't run a claim for just getting them the part do we?...
FYI-IPC special policy, T5687 - 04/10/2009
Just had a reject on T5687 from Spec. Policy 07187 which is for the cluster replacement only-customer pays labor. Had a reject for Labor op does not apply to vehicle (LD). Contacted DBC and there is a system inquiry--they hope to have it resolved by...
Re: PERFORMING BUYBACK INSPECTIONS - 05/20/2009
... the $100 and $200 this is a payment for taking the time to correctly fill out paper work with the customer required for the buyback and returning it to GM....
OLD RECALL #07217 - 06/15/2009
NOT SURE IF I AM READING THIS CORRECTLY, IT STATES TO PUT COURTESY TRANSPORATION CHARGES IN NET --- WE PUT CUSTOMER IN RENTAL FOR 1-DAY SO I PUT 42.00 IN NET BUT CLAIM KICKED BACK FOR NET AMOUNT EXCESSIVE (DID WE MISS UNDERSTAND THIS BULLETIN ??)
Re: OLD RECALL #07217 - 06/16/2009
Check out TSB#07-00-89-037 rentals and shuttle service etc are considered courtesy transportation. Since you put the customer in a rental vehicle I would think that it would be acceptable to use labor op Z7901 and charge $42.00 or $37.00 depending on...
Re: REPLACING KEYS UNDER WARRANTY - 06/10/2009
Our un-official policy is that unless we are fairly sure it's a damage issue, we assume it is not. In this instance we'd probably warranty the key and note on the r.o. or claim "for customer satisfaction". Covers everybody that way!
Re: ALIGNMENT - 06/12/2009
... only to claim the work on the front? because it was a front strut that was replaced? We have the customer pay the difference if they want the whole ball of wax. So I would go with 1.9 for that labor op and see what flies. ...
Re: AFTERMARKET ROTORS - 05/12/2009
I do not belive a aftermarket rotor should have been used. Per the customers new car warranty the are to get GM replacement parts not aftermarket.
Re: ANY HYUNDAI PEOPLE OUT THERE I HAVE A QUESTION ABOUT THIS FREE OIL FILTER PROGRAM - 05/12/2009
HM33 is the labor op for the free filter however, it must be billed as customer pay. Hyundai will see these when they log into your system and reimburse the dealer through your open parts account. Do not bill this under warranty. Hyundai is looking for...
Re: 07187C: Special Coverage Adjustment - Instrument Panel Cluster Gauge Needle Function - 08/11/2009
Per SC #07187C "CLAIM INFORMATION SECTION" USE - SUBMIT AS MK-95 T5687 .2 $25.00 -- I HAVE BEEN CHARGING CUSTOMER WHAT EVER THE WARRANTY TIME IS .... HOPE THIS HELPS
Re: Serta Transmission Warranty - 07/21/2009
... that the warranty is 3 years 100,000 miles if replaced during the 3years/100,000 miles then the customer gets the remainder or 12/12 whichever is greater. Then if replaced during the 12/12 it could cont. as long as they are within the 12/12 warranty...
Re: About Two Hours - 03/05/2009
I always love when customers do not think. How are we suppost to work on their vehicle if they have it elsewhere? Then it is our fault. We get this all the time.
Re: Another fuel question - 06/26/2009
... verify a defect I would expect GM whose defective part it is to pay for the fuel. It is not the customers fault that there is a problem with there vehicle....
Re: Towing on a life time warr part ? - 09/16/2009
After reviewing P&P sect 1.1.4 that is correct it says that towing is not included. Thank You reps for keeping my customers happy. (I do not know why they paid these) I will not be submitting them anymore. That is the fun part about Warranty, always...
GOODWILL PARTS FAILURE - 08/27/2009
CAN WE GOODWILL CUSTOMER PAY PARTS FAILURES? IN BY TIME OUT BY COUPLE DAYS OR A COUPLE 1000 MILES. I HAVE A IGNITION CYLINDER FAILED 10 MONTHS SINCE REPLACED BUT 19,000 MILES. CAR HAS 157,718 MILES ON IT.
Re: Global Warranty Management - 10/02/2009
... to assign the complaint code at write-up, which will also give them other questions to ask the customer to further clarify the complaint, but I don't think it's required they do this....
Re: Part Option descrpancy as reg. Warranty - 09/24/2009
... These situations are to be noted directly on the delivery receipt in the Remarks Section. Reimbursement for parts & labour will be accomplished by submission of a warranty claim. ...
Convertor letter - 10/19/2009
We replaced the catalytic converter on a 2002 Impala miles 85868. The customer came with a letter that states coverage till 2011 or 120,000 miles. Do we treat this as a bulletin or regular warranty when claiming?
Can you claim turning on after blow function on hvac? - 10/23/2009
I have a couple of repair orders for customer concern of bad odor for dash vents when air is on. Tech found #PIC3744D which tells about turning on the hvac after blow function. Can I claim through warranty, if so what labor operation and failure code...
Re: CLOSED RECALL - 10/13/2009
... that were included in the recall vin list mistakenly. There is even a letter that was sent to the customer of the vins were were mistakenly involved....
special policy #07187C - 12/16/2009
... cover these vehicles between 70 & 80,000 miles, the factory warranty expired in 2008. Is the customer responsible for the cluster do to the low mileage on her vehicle? ...
Re: Yet Another Part Warranty Question - 11/10/2009
... warranty only covers the failed part in these circumstances. The service advisor should tell the customer "up front" that damage due to age of any removed components to replace the covered failed part is not the responsibility of GM. In certain circumstances,...
Re: GMPP - CLEANING THROTTLE BODY - 11/27/2009
Carbon build up on the throttle body is not caused by a manufacturer's defect. It is a product of lower grade fuel. Therefore I would say NO it is not covered. Customer pay, kind of like a coolant flush, or fuel injector clean. JMO tho.
Re: RENTALS - 02/11/2010
Check out Bulletin 07-00-89-037. Has info on roadside and rental. Bulletin states: "Vehicles utilized for customer rentals are to be current or within the past 2 model years" It's under the rental program administration heading. Has specific info ...
Re: Collateral damage opcode? - 04/06/2010
... involving property damage or personal injury and there is TSB 09-00-89-008 with labor op Z1241 for reimbursement instructions although I've never used it on GWM yet and many Z ops seem to have been done away with... Good luck! ...
Re: recall 10023 on 2009 cobalt(not on GMVIS) - 04/09/2010
... vehicle falls within vin break but not listed yet. (These were stock vehicles) However if a customer comes in complaining about the steering and we find the fault is the motor and is within vin break we would still submit for the recall....
PARTS PICKED UP FROM ANOTHER DEALER - 05/24/2010
REFRESH MY MEMORY..AM I CORRECT TO BELIEVE THAT WHEN PARTS ARE PICKED UP FROM ANOTHER DEALER AND THE CUSTOMER IS IN A RENTAL THE DIFFERENCE IN PRICING CANNOT BE CLAIMED?? THIS WAS NOT SAME DAY PARTS PICKUP..THEY WERE NOT DELIVERED UNTIL THE NEXT DAY....
Re: Tire Warranty Wear due to Alignment - 02/19/2010
Is the technician finding a reason why the alignment keeps going out or is it that the customer hits a curb or pothole? I would suppose if another component caused the alignment to go out, the tires could be considered collateral damage.... but then...
Re: LIFT KIT R AND R TO REPAIR VEHICLE - 03/02/2010
... aftermarket accessory that has to be removed to get access or to do a warranty repair,the labor is customer responsibility. I don't think Gm will pay any OLH time for something like this due to truck has be modified causing tech needing additional time...
RECALL - 02/13/2009
... CANT TEST FUEL PRESSURE AND IF ITS LEAKING COULD CAUSE A FIRE. PLENUM IS NOT COVERED BY RECALL. CUSTOMER REFUSING TO PAY TO HAVE PLENUM REPLACED AND SAYS HE IS GOING TO HAVE CAR TOWED TO JUNK YARD. (VEHICLE IS NOT RUNNING NOW DUE TO PLENUM FAILURE)....
pts warranty - 01/28/2009
Over the counter parts warranty. When submitting through wins do I have to have a vin? (sometimes the guys in pts dont get a vin when the customer brings back the pt) I know, goodtimes for me....!
Engine Warranty Question - 01/14/2009
... 94K. The question is: what is the warranty on the engine when GM pays for this install. If the customer buys it the warranty would be 36 months/100K miles. Is this the same when installed under warranty?...
Re: Engine Warranty Question - 01/15/2009
Is the customer paying for any of the repair-deductible or labor or anything? Is this a parts warranty to start with? All changes the coverage.
Re: GMPP RADIOS AND CLUSTERS - 01/09/2009
Are you referring to the sales tax on the deductible? The deductible tax as of 8/1/08 has to be paid by the customer per GMPP. There should not be tax charged to you or GMPP on the radio or cluster bill.
Re: Service Records Retention Question - 01/13/2009
... 2-YEARS" FILED ON SHELVES IN OFFICE AND KEEPS THE REST BOXED UP IN SHED. WE PUT A NOTE ON CUSTOMERS FILE WHEN WE HAVE PURGED IT OFF THE SHELVES & SENT TO SHED / OR COMPLETELY PURGED & SHREDDED ..... STATE (CALIFORNIA) REQUIRES 5-YEARS...
Re: Oil leak diagnosis - 03/25/2009
We use a customer concerned not duplicated labor op for checking out and adding dye, varying time according to what was done. The CCND op actually allows for dye to be listed in the parts field. If all the tech does is add dye we run the CCND for the...
Re: Monday morning brain fog-- goodwill question - 03/23/2009
This is good to know I totally missed the part about customer pays labor. (Apologies to GM for the add'l expense I sent them.) I am also glad to see they have finally expanded it to 05.
Re: Oil leak diagnosis - 03/25/2009
... A/C, not oil leaks. We have occasionally put dye in, cleaned the engine really well, allowed the customer to drive it for a few days & return for inspection. If anything is truly leaking we include the time on the opcode that was used for part replacement...
Re: TRANS REPLACEMENT - 03/03/2009
2006 BUICK WITH AN IN SERVICE DATE OF 2001? I'D CHECK WITH THE PARTS DEPT ON THE LENGTH OF THE WARRANTY. I KNOW IF THE CUSTOMER PAYS THE WARRANTY IS MORE LIKE 5/100K BUT I'M NOT SURE ON WHAT IT IS WHEN WARRANTY PAYS.
Re: TRANS REPLACEMENT - 03/03/2009
I believe if Warranty pays full repair the part is covered for the remainder manufacturers warranty, and no less than a 12/12 warranty. If it's a goodwill situation and the customer pays any deductible at all they get the longer part warranty.
... to assign the complaint code at write-up, which will also give them other questions to ask the customer to further clarify the complaint, but I don't think it's required they do this....
Re: Part Option descrpancy as reg. Warranty - 09/24/2009
... These situations are to be noted directly on the delivery receipt in the Remarks Section. Reimbursement for parts & labour will be accomplished by submission of a warranty claim. ...
Convertor letter - 10/19/2009
We replaced the catalytic converter on a 2002 Impala miles 85868. The customer came with a letter that states coverage till 2011 or 120,000 miles. Do we treat this as a bulletin or regular warranty when claiming?
Can you claim turning on after blow function on hvac? - 10/23/2009
I have a couple of repair orders for customer concern of bad odor for dash vents when air is on. Tech found #PIC3744D which tells about turning on the hvac after blow function. Can I claim through warranty, if so what labor operation and failure code...
Re: CLOSED RECALL - 10/13/2009
... that were included in the recall vin list mistakenly. There is even a letter that was sent to the customer of the vins were were mistakenly involved....
special policy #07187C - 12/16/2009
... cover these vehicles between 70 & 80,000 miles, the factory warranty expired in 2008. Is the customer responsible for the cluster do to the low mileage on her vehicle? ...
Re: Yet Another Part Warranty Question - 11/10/2009
... warranty only covers the failed part in these circumstances. The service advisor should tell the customer "up front" that damage due to age of any removed components to replace the covered failed part is not the responsibility of GM. In certain circumstances,...
Re: GMPP - CLEANING THROTTLE BODY - 11/27/2009
Carbon build up on the throttle body is not caused by a manufacturer's defect. It is a product of lower grade fuel. Therefore I would say NO it is not covered. Customer pay, kind of like a coolant flush, or fuel injector clean. JMO tho.
Re: RENTALS - 02/11/2010
Check out Bulletin 07-00-89-037. Has info on roadside and rental. Bulletin states: "Vehicles utilized for customer rentals are to be current or within the past 2 model years" It's under the rental program administration heading. Has specific info ...
Re: Collateral damage opcode? - 04/06/2010
... involving property damage or personal injury and there is TSB 09-00-89-008 with labor op Z1241 for reimbursement instructions although I've never used it on GWM yet and many Z ops seem to have been done away with... Good luck! ...
Re: recall 10023 on 2009 cobalt(not on GMVIS) - 04/09/2010
... vehicle falls within vin break but not listed yet. (These were stock vehicles) However if a customer comes in complaining about the steering and we find the fault is the motor and is within vin break we would still submit for the recall....
PARTS PICKED UP FROM ANOTHER DEALER - 05/24/2010
REFRESH MY MEMORY..AM I CORRECT TO BELIEVE THAT WHEN PARTS ARE PICKED UP FROM ANOTHER DEALER AND THE CUSTOMER IS IN A RENTAL THE DIFFERENCE IN PRICING CANNOT BE CLAIMED?? THIS WAS NOT SAME DAY PARTS PICKUP..THEY WERE NOT DELIVERED UNTIL THE NEXT DAY....
Re: Tire Warranty Wear due to Alignment - 02/19/2010
Is the technician finding a reason why the alignment keeps going out or is it that the customer hits a curb or pothole? I would suppose if another component caused the alignment to go out, the tires could be considered collateral damage.... but then...
Re: LIFT KIT R AND R TO REPAIR VEHICLE - 03/02/2010
... aftermarket accessory that has to be removed to get access or to do a warranty repair,the labor is customer responsibility. I don't think Gm will pay any OLH time for something like this due to truck has be modified causing tech needing additional time...
RECALL - 02/13/2009
... CANT TEST FUEL PRESSURE AND IF ITS LEAKING COULD CAUSE A FIRE. PLENUM IS NOT COVERED BY RECALL. CUSTOMER REFUSING TO PAY TO HAVE PLENUM REPLACED AND SAYS HE IS GOING TO HAVE CAR TOWED TO JUNK YARD. (VEHICLE IS NOT RUNNING NOW DUE TO PLENUM FAILURE)....
pts warranty - 01/28/2009
Over the counter parts warranty. When submitting through wins do I have to have a vin? (sometimes the guys in pts dont get a vin when the customer brings back the pt) I know, goodtimes for me....!
Engine Warranty Question - 01/14/2009
... 94K. The question is: what is the warranty on the engine when GM pays for this install. If the customer buys it the warranty would be 36 months/100K miles. Is this the same when installed under warranty?...
Re: Engine Warranty Question - 01/15/2009
Is the customer paying for any of the repair-deductible or labor or anything? Is this a parts warranty to start with? All changes the coverage.
Re: GMPP RADIOS AND CLUSTERS - 01/09/2009
Are you referring to the sales tax on the deductible? The deductible tax as of 8/1/08 has to be paid by the customer per GMPP. There should not be tax charged to you or GMPP on the radio or cluster bill.
Re: Service Records Retention Question - 01/13/2009
... 2-YEARS" FILED ON SHELVES IN OFFICE AND KEEPS THE REST BOXED UP IN SHED. WE PUT A NOTE ON CUSTOMERS FILE WHEN WE HAVE PURGED IT OFF THE SHELVES & SENT TO SHED / OR COMPLETELY PURGED & SHREDDED ..... STATE (CALIFORNIA) REQUIRES 5-YEARS...
Re: Oil leak diagnosis - 03/25/2009
We use a customer concerned not duplicated labor op for checking out and adding dye, varying time according to what was done. The CCND op actually allows for dye to be listed in the parts field. If all the tech does is add dye we run the CCND for the...
Re: Monday morning brain fog-- goodwill question - 03/23/2009
This is good to know I totally missed the part about customer pays labor. (Apologies to GM for the add'l expense I sent them.) I am also glad to see they have finally expanded it to 05.
Re: Oil leak diagnosis - 03/25/2009
... A/C, not oil leaks. We have occasionally put dye in, cleaned the engine really well, allowed the customer to drive it for a few days & return for inspection. If anything is truly leaking we include the time on the opcode that was used for part replacement...
Re: TRANS REPLACEMENT - 03/03/2009
2006 BUICK WITH AN IN SERVICE DATE OF 2001? I'D CHECK WITH THE PARTS DEPT ON THE LENGTH OF THE WARRANTY. I KNOW IF THE CUSTOMER PAYS THE WARRANTY IS MORE LIKE 5/100K BUT I'M NOT SURE ON WHAT IT IS WHEN WARRANTY PAYS.
Re: TRANS REPLACEMENT - 03/03/2009
I believe if Warranty pays full repair the part is covered for the remainder manufacturers warranty, and no less than a 12/12 warranty. If it's a goodwill situation and the customer pays any deductible at all they get the longer part warranty.
HAS THIS HAPPENED TO ANYONE ELSE? - 02/20/2009
I SENT OUT RECALL NOTICES LAST WEEK. I RECEIVED A CALL FROM ONE OUR CUSTOMERS STATING THAT GM SENT THEM NOTICE OF THE RECALL AND THE PART AND INSTRUCTIONS TO FIX IT. I'VE KNOWN ABOUT THE NOTICE BUT THIS WAS THE FIRST TIME I'D EVER HEARD OF THEM SENDING...
Re: WHERE CAN I FIND ??? - 02/24/2009
Where did you send the radio out to? If you use AJR, they will send the CD back to you once they remove and repair it. We have those all the time - my Parts Manager ends up calling the customer(s)to pick up their CD's from us.
Re: BRAKE CLEANING - 12/22/2008
Wouldn't a brake clean & adjust/inspect be regular maintenance? What was the customer's complaint? What type of vehicle is it? Why did the tech use so many cans of brake clean?
Re: BRAKE CLEANING - 12/24/2008
Agree with Mark,I use the caliper labor op for "brake Squeek" being in Montana see alot these.most likely would fall under maintenence however service manager signs off on for customer satisfaction.
Re: GMPP-BULLETIN (CLAIM REJECT CLERIFICATION) - 12/05/2008
... advisor called it in and it was covered. Sure it depends on the labor op and the coverage the customer might have and if it is a on going problem with the vehicle that directly pertains to a fix with that special labor op....
OPEN BUT EXPIRED RECALLS ??? - 12/08/2008
I HAVE A ENTERPRISE RENTAL VEHICLE IN THE SHOP, FOR AN UNRELATED CONCERN TO THE RECALL - BUT IT SHOWS #07255 "OPEN" BUT EXPIRED 10/31/08..... CAN WE STILL PERFORM ?, HOW DO YOU CLEAR ?, WHAT IF CUSTOMER HAS A PROBLEM LATER ON WITH THIS CONCERN ?
Re: GMPP AND TAXES - 10/22/2008
Kristen, based on the message prev. stated. I beleive this means that gmpp pays all the sales tax in the state of MI. Do you know of any separate Use tax that goes on the deductible? and would it be the responsibility of gmpp or the customer?
Re: How is business? - 11/19/2008
I'm in Southern Arkansas and both sales and service are slow. It does seem that we are getting more warranty and extended warranty customers in but not nearly the level we are used to.
Re: Tire Warranty - 06/25/2008
... use any document (tsb or PIT) to direct the technician on the necessary repair, but it would be customer pay if the vehicle is out of basic warranty(unless they have GMPP or another extended warranty)....
Re: Another goodwill question... - 07/09/2008
I would try to contact the customer's extended warranty company prior to submitting any goodwill claim. IF the compressor is not a covered component, then it would be acceptable to submit as goodwill. As far as the tow? Check with the ext warr com...
Re: Exterior Roof Panel - 06/10/2008
... prefaced with the following text: This recall was released in phases. As each phase was released, Customer Satisfaction Program 05112 was cancelled. Vehicles that were not repaired under Customer Satisfaction Program 05112 were transferred into this...
Re: 07035 - 06/11/2008
WE CAME ACROSS THE SAMAE THING HERE UNDER SPECIAL POLICY AND THEN WHEN CUSTOMER RECEIVED RECALL WE HAD TO DO IT AGAIN USINGMA/96 AS YOU WOULD WITH ANY RECALL CLAIM AND IT PAID.
Re: Taking a Poll - 06/16/2008
... and not getting paid to do it. Also getting the service advisors to get better descriptions of the customer's complaint and their signature. 7. What do you think is the easiest part of your job? Making the new vehicle files, purging, and putting on...
Re: Follow Up Phone Calls - 04/16/2008
We do follow-up calls on service calls. I see from the postings that it is very beneficial to make calls on all aspects of service to the customer.
GMPP - 04/29/2008
I'm brand new. Does GMPP not pay for "customer concern not duplicated"? I was told it didn't by someone unsure of their own answer.
Re: GM - 05/08/2008
YOU COULD ALWAYS TRY SUBMITTING TO EXT WARRANTY (GMPP) AND WHAT THEY DO NOT COVER SUBMIT TO AVM. IF CUST HAS DEDUCTIBLE WITH EXT WARRANTY SEE IF SERVICE MGR WANTS TO GOODWILL THAT OR HAVE THE CUSTOMER PAY IT.
Re: GMPP CLAIM-CALIBRATED ACTUATOR - 05/21/2008
... operation code. Use the CARES converstion table and find out if the repair made is covered by the customer's policy. I have not run across any GMPP policies that have paid for recalibrations, but I always check to be sure. Do you have a copy of t...
Re: MARK OF EXCELLENCE QUESTION - 05/21/2008
... THIS HAS TWO PDF FILES THAT MAY HELP YOU. NEW VEHICLE DELIVERY SYSTEM COMPLETELY SATISFIED AND CUSTOMER SATISFACTION WITH CONSULTATION AT DELIVERY. GLOVE BOX MATERIALS ARE PRESENTED TO THE OWNER AT TIME OF DELIVERY. AS FAR AS THE DEALERSHIP, KEEPING...
Re: HELP - 05/07/2008
... alot of tourist .. we found the problem in this instance we have a transmission problem.... the customer wanted to risk it and take it back to there dealer but we diagnosis it ... I think we need to get paid for our time and the vechicle is still under...
Re: GM "STEERING SHAFT" CONCERN - 05/08/2008
OUR AVM SAYS THAT IF THE CUSTOMER HAS AN EXTENDED WARRANTY AND IT COVERS THE I-SHAFT, THEN THE EXT WARRANTY CO. SHOULD BE CHARGED. IF IT IS NOT COVERED THEN DO A GOODWILL CLAIM. HE, ALSO, HAS PARAMETERS ON HOW MUCH OF THE CLAIM IS COVERED. FOR EXAMPLE,...
Re: DIAL INDICATOR READINGS ??? - 08/12/2008
... our AVM.We often see tie rods replaced for being "loose", especially as add-on repairs without customer complaints. Please be advised that there is a dial indicator measurement required. he made reference to document 1558592.one more thing to get...
Re: RR FLOOR LOAD PANEL ASSY - 04/09/2008
... heavy on it? That's not warrantable... need a failure like weak, cracked, warped, etc. Did the customer cause it? I always ask because if they did it is not a "manufacturer's defect". ...
Re: WARRANTY QUIZ - 07/14/2008
... HAS ANYONE TAKEN THE WARR. QUIZ FROM JUNE 2008 WARRANTY NEW LETTER? QUESTION 4 SAYS, "THE RENTAL REIMBURSEMENT RATE FOR THE PONTIAC G6 IS $37.00" TRUE OR FALSE. I ANSWERED TRUE AND GOT IT WRONG. DON'T UNDERSTAND WHY I AM WRONG. THANKS FOR ANY HELP I...
Re: Tire Claim - 07/14/2008
... is that the vehicle came from the factory misaligned, and due to the type of misalignment the customer would not have noticed a pull but bad gas mileage. The damage is supposedly from this misalignment. Can this be claimed?...
GMPP - GM DIESEL WARRANTY DEDUCT CONFUSION ?? - 08/05/2008
... A $200 DEDUCT-- BUT I HAVE 1-LINE COVERED BY GM DIESEL WARRANTY WITH $100 DEDUCT ------ DO I BILL CUSTOMER $300 DEDUCT OR WILL GMPP PAY THE GM DIESEL DEDUCT & HOW WOULD I SUBMIT THAT ?????...
I SENT OUT RECALL NOTICES LAST WEEK. I RECEIVED A CALL FROM ONE OUR CUSTOMERS STATING THAT GM SENT THEM NOTICE OF THE RECALL AND THE PART AND INSTRUCTIONS TO FIX IT. I'VE KNOWN ABOUT THE NOTICE BUT THIS WAS THE FIRST TIME I'D EVER HEARD OF THEM SENDING...
Re: WHERE CAN I FIND ??? - 02/24/2009
Where did you send the radio out to? If you use AJR, they will send the CD back to you once they remove and repair it. We have those all the time - my Parts Manager ends up calling the customer(s)to pick up their CD's from us.
Re: BRAKE CLEANING - 12/22/2008
Wouldn't a brake clean & adjust/inspect be regular maintenance? What was the customer's complaint? What type of vehicle is it? Why did the tech use so many cans of brake clean?
Re: BRAKE CLEANING - 12/24/2008
Agree with Mark,I use the caliper labor op for "brake Squeek" being in Montana see alot these.most likely would fall under maintenence however service manager signs off on for customer satisfaction.
Re: GMPP-BULLETIN (CLAIM REJECT CLERIFICATION) - 12/05/2008
... advisor called it in and it was covered. Sure it depends on the labor op and the coverage the customer might have and if it is a on going problem with the vehicle that directly pertains to a fix with that special labor op....
OPEN BUT EXPIRED RECALLS ??? - 12/08/2008
I HAVE A ENTERPRISE RENTAL VEHICLE IN THE SHOP, FOR AN UNRELATED CONCERN TO THE RECALL - BUT IT SHOWS #07255 "OPEN" BUT EXPIRED 10/31/08..... CAN WE STILL PERFORM ?, HOW DO YOU CLEAR ?, WHAT IF CUSTOMER HAS A PROBLEM LATER ON WITH THIS CONCERN ?
Re: GMPP AND TAXES - 10/22/2008
Kristen, based on the message prev. stated. I beleive this means that gmpp pays all the sales tax in the state of MI. Do you know of any separate Use tax that goes on the deductible? and would it be the responsibility of gmpp or the customer?
Re: How is business? - 11/19/2008
I'm in Southern Arkansas and both sales and service are slow. It does seem that we are getting more warranty and extended warranty customers in but not nearly the level we are used to.
Re: Tire Warranty - 06/25/2008
... use any document (tsb or PIT) to direct the technician on the necessary repair, but it would be customer pay if the vehicle is out of basic warranty(unless they have GMPP or another extended warranty)....
Re: Another goodwill question... - 07/09/2008
I would try to contact the customer's extended warranty company prior to submitting any goodwill claim. IF the compressor is not a covered component, then it would be acceptable to submit as goodwill. As far as the tow? Check with the ext warr com...
Re: Exterior Roof Panel - 06/10/2008
... prefaced with the following text: This recall was released in phases. As each phase was released, Customer Satisfaction Program 05112 was cancelled. Vehicles that were not repaired under Customer Satisfaction Program 05112 were transferred into this...
Re: 07035 - 06/11/2008
WE CAME ACROSS THE SAMAE THING HERE UNDER SPECIAL POLICY AND THEN WHEN CUSTOMER RECEIVED RECALL WE HAD TO DO IT AGAIN USINGMA/96 AS YOU WOULD WITH ANY RECALL CLAIM AND IT PAID.
Re: Taking a Poll - 06/16/2008
... and not getting paid to do it. Also getting the service advisors to get better descriptions of the customer's complaint and their signature. 7. What do you think is the easiest part of your job? Making the new vehicle files, purging, and putting on...
Re: Follow Up Phone Calls - 04/16/2008
We do follow-up calls on service calls. I see from the postings that it is very beneficial to make calls on all aspects of service to the customer.
GMPP - 04/29/2008
I'm brand new. Does GMPP not pay for "customer concern not duplicated"? I was told it didn't by someone unsure of their own answer.
Re: GM - 05/08/2008
YOU COULD ALWAYS TRY SUBMITTING TO EXT WARRANTY (GMPP) AND WHAT THEY DO NOT COVER SUBMIT TO AVM. IF CUST HAS DEDUCTIBLE WITH EXT WARRANTY SEE IF SERVICE MGR WANTS TO GOODWILL THAT OR HAVE THE CUSTOMER PAY IT.
Re: GMPP CLAIM-CALIBRATED ACTUATOR - 05/21/2008
... operation code. Use the CARES converstion table and find out if the repair made is covered by the customer's policy. I have not run across any GMPP policies that have paid for recalibrations, but I always check to be sure. Do you have a copy of t...
Re: MARK OF EXCELLENCE QUESTION - 05/21/2008
... THIS HAS TWO PDF FILES THAT MAY HELP YOU. NEW VEHICLE DELIVERY SYSTEM COMPLETELY SATISFIED AND CUSTOMER SATISFACTION WITH CONSULTATION AT DELIVERY. GLOVE BOX MATERIALS ARE PRESENTED TO THE OWNER AT TIME OF DELIVERY. AS FAR AS THE DEALERSHIP, KEEPING...
Re: HELP - 05/07/2008
... alot of tourist .. we found the problem in this instance we have a transmission problem.... the customer wanted to risk it and take it back to there dealer but we diagnosis it ... I think we need to get paid for our time and the vechicle is still under...
Re: GM "STEERING SHAFT" CONCERN - 05/08/2008
OUR AVM SAYS THAT IF THE CUSTOMER HAS AN EXTENDED WARRANTY AND IT COVERS THE I-SHAFT, THEN THE EXT WARRANTY CO. SHOULD BE CHARGED. IF IT IS NOT COVERED THEN DO A GOODWILL CLAIM. HE, ALSO, HAS PARAMETERS ON HOW MUCH OF THE CLAIM IS COVERED. FOR EXAMPLE,...
Re: DIAL INDICATOR READINGS ??? - 08/12/2008
... our AVM.We often see tie rods replaced for being "loose", especially as add-on repairs without customer complaints. Please be advised that there is a dial indicator measurement required. he made reference to document 1558592.one more thing to get...
Re: RR FLOOR LOAD PANEL ASSY - 04/09/2008
... heavy on it? That's not warrantable... need a failure like weak, cracked, warped, etc. Did the customer cause it? I always ask because if they did it is not a "manufacturer's defect". ...
Re: WARRANTY QUIZ - 07/14/2008
... HAS ANYONE TAKEN THE WARR. QUIZ FROM JUNE 2008 WARRANTY NEW LETTER? QUESTION 4 SAYS, "THE RENTAL REIMBURSEMENT RATE FOR THE PONTIAC G6 IS $37.00" TRUE OR FALSE. I ANSWERED TRUE AND GOT IT WRONG. DON'T UNDERSTAND WHY I AM WRONG. THANKS FOR ANY HELP I...
Re: Tire Claim - 07/14/2008
... is that the vehicle came from the factory misaligned, and due to the type of misalignment the customer would not have noticed a pull but bad gas mileage. The damage is supposedly from this misalignment. Can this be claimed?...
GMPP - GM DIESEL WARRANTY DEDUCT CONFUSION ?? - 08/05/2008
... A $200 DEDUCT-- BUT I HAVE 1-LINE COVERED BY GM DIESEL WARRANTY WITH $100 DEDUCT ------ DO I BILL CUSTOMER $300 DEDUCT OR WILL GMPP PAY THE GM DIESEL DEDUCT & HOW WOULD I SUBMIT THAT ?????...
Re: cadillac premium care - 07/17/2008
SO, JUST BECAUSE THEY HAVE PREMIUM CARE IT DOESNT MEAN THAT THEY GET LOF AND ROTATES PAID FOR?? THIS CUSTOMER DOES NOT HAVE A COUPON. THANKS
GMPP AND TAXES - 10/09/2008
Can someone please help. Do any of you charge additional taxes on gmpp for the ded. For instance in MI tax is 6% so has anyone ever charged the gmpp customer a 106.00 deductible?
Re: Body Leak Testing - 09/18/2008
What opcode would you use? Customer concern not duplicated for body leak doesnt have a repair group category. HMMMMM.
Re: VEHICLE MODIFIED - 09/12/2008
No, Warranty is not respondsible. But, that said, did the customer buy the truck like that? If they did, from your dealership, some assistance should be offered internally. If it's something they did or had done on their own, I'd ask them to pay the difference...
LEAK TESTING - 02/20/2008
... with dye on the line. What if my tech. cant find a leak but puts dye in the system and has the customer come back. How do I get the tech. paid for his time to check for the leak? Thanks for your time....
Quantity of Claims Submitted & Other Duties - 03/18/2008
... dealership and I probably code & submit around 25-30 a day. I also do follow-up for all service customers and back up the service desk. What other jobs do you all do at your dealerships?...
Re: DEX-COOL PROTECTION - 04/07/2008
... THE ENGINE COOLANT, IT IS GOOD FOR 150,000 MILES (OR FIVE YEARS WHICHEVER COMES FIRST). IF THE CUSTOMER HAS FILLED THEIR RESERVOIR WITH PLAIN WATER OR ANOTHER TYPE OF COOLANT,THE CORRECT MIXTURE OF WATER/COOLANT WILL BE INCORRECT. THIS MAY REQUIRE COOLANT...
Re: Rules Have Reasons - 04/01/2008
... of a lift a few years back. NOBODY is allowed in the vehicle higher than 1 foot off the ground. Customers absolutely are not allowed to stay in their vehicles or go into the shop unaccompanied. Whose insurance is paying for the damages?...
Re: WIPER BLADES - 03/27/2008
Check out 1.2 - Warranty Coverage Guidelines, 1.2.1 - Items Covered by Warranty, 1.2.1.2 - Adjustments and Wear Items- IF the wiper blade has a manufacturer's defect it is warrantable. If it is wear, it is customer pay. Talk to your technician.
batteries - 02/28/2008
Ok I hate Batteries... I have a customer who purchased a battery. They are out of warrenty however the battery they purchased had to be replaced. I thought acdelco pays for the battery and gm pays the labor. HELP ME OUT SOMEONE !!!
Re: batteries - 02/29/2008
Unfortunately delco covers the battery but, the delco battery warranty has to my knowledge has no labor coverage if it is in the 12/12k we cover the labor. otherwise the customer pays.
GOODWILL/EMPOWERMENT - 03/11/2008
I THINK I READ SOMEWHERE THAT GOODWILL ASSISTANCE IS TO BE USED FOR CUSTOMER VEHICLES ONLY AND NOT "IN STOCK" VEHICLES. CAN ANYONE DIRECT ME TO A BULLETIN OR DOCUMENT THAT MIGHT STATE THAT? I'VE ALREADY LOOKED AT 05-00-89-055B WHICH DESCRIBES DEALER...
Forum - 12/17/2007
Someone correct me if I'm wrong, but if a customer comes in with a complaint and it takes 2 or more corrections to fix the complaint, should that all not go on the one line? Or would you need a separate line for each op code?
Lost Dog - 02/18/2008
We have a customer that uses his vehicle to drive around his farm; he always opens the trunk so his dog can climb in and go for a ride also. Well, one day the wife takes the vehicle to town to get groceries. She gets home, opens the trunk to take out...
HELP - 01/17/2008
I have a 06 Deville that came in for a recall. We provided one way shuttle for customer. Do I file the shuttle as goodwill? Part of me says I have to good will it because it is so far out on miles and time but I'm not 100% sure.
BURNED CDS AND DVDS - 01/24/2008
DOES ANYONE KNOW OF A BULLETIN THAT RECOMMENDS CUSTOMERS TO NOT PUT BURNED CDS AND DVDS IN THE CD/DVD SYSTEM IN THEIR VEHICLE??? THE ONLY ONE THAT I COULD FIND IS 05-08-44-001 DOC ID 1586296
50/50 SPLIT - 01/30/2008
... Our service dept did a 50/50 split. The service advisor has already closed the ticket for customer. How in the world do I claim this ticket. I have looked through P&P, Claims book, and 2 J&L warranty books and I cant find the answer. I would love...
GMPP DEDUCTIBLE OVERRIDE - 02/11/2008
... good question to ask on this forum. I had a steering shaft replacement on an '03 Silverado. The customer had a GMPP deductible of 100.00 and my manager authorized a deductible override. I submitted the claim for the full amt. (113.70) as a claim type...
CODING CONFUSION - 11/27/2007
... CODE #C0455 & DOC#1898992.. FOLLOWED DOCUMENT AS INSTRUCTED / NOTHING REPLACED, VEH RETURNED TO CUSTOMER "TECH HAS 1.0HRS" -- WOULD THIS FALL UNDER A COVERED NPF LABOR OP OR INTERNAL LINE ...
Forum - 11/28/2007
... be claimed. Usually I am really carefull about how often I use NPF's, I will use them if the customer has a history of being a "pain" or the vehicle has been in numberous times for the same complaint. ...
busted knuckles - 11/19/2007
Yes Tim, We were both covered. The sad part was that the owner would not press charges against the customer. He didn't want the publicity.......
PURCHASE ORDERS - 12/20/2007
i HAVE A CLAIM WHERE THE CUSTOMER NEVER TOOK RENTAL VEHICLE.. AND DUE TO THE CUST PAY PORTION ALREADY CLOSED & AM UNABLE TO VOID OUT THE WARRANTY RENTAL PO -- I DONT WANT IT TO STAY OPEN, BUT I AM NOT SURE HOW TO GET RID OF IT ??
Re: RO'S WITH PARTS ON ORDER - 01/03/2008
We close out sop ro's. If there's parts on the RO that are ordered and not here, I have parts remove them from the RO. My parts dept uses the customer # a lot to order the parts and that seems to work well.
Forum - 09/19/2007
... responsible party. There is quite a bit of valuable information that should be reviewed when the customer is dropping off their vehicle, i.e. service contracts, restrictions, recalls, etc. In the event the consultant fails to perform the VIS, I would...
Forum - 09/19/2007
... My s/a's know not to bring me an RO with any question without the GMVISS attached. Even if it is a customer pay question, I look for a viss (and a multi-point inspection) on every ro or I hand it back to the s/a without an answer....
SO, JUST BECAUSE THEY HAVE PREMIUM CARE IT DOESNT MEAN THAT THEY GET LOF AND ROTATES PAID FOR?? THIS CUSTOMER DOES NOT HAVE A COUPON. THANKS
GMPP AND TAXES - 10/09/2008
Can someone please help. Do any of you charge additional taxes on gmpp for the ded. For instance in MI tax is 6% so has anyone ever charged the gmpp customer a 106.00 deductible?
Re: Body Leak Testing - 09/18/2008
What opcode would you use? Customer concern not duplicated for body leak doesnt have a repair group category. HMMMMM.
Re: VEHICLE MODIFIED - 09/12/2008
No, Warranty is not respondsible. But, that said, did the customer buy the truck like that? If they did, from your dealership, some assistance should be offered internally. If it's something they did or had done on their own, I'd ask them to pay the difference...
LEAK TESTING - 02/20/2008
... with dye on the line. What if my tech. cant find a leak but puts dye in the system and has the customer come back. How do I get the tech. paid for his time to check for the leak? Thanks for your time....
Quantity of Claims Submitted & Other Duties - 03/18/2008
... dealership and I probably code & submit around 25-30 a day. I also do follow-up for all service customers and back up the service desk. What other jobs do you all do at your dealerships?...
Re: DEX-COOL PROTECTION - 04/07/2008
... THE ENGINE COOLANT, IT IS GOOD FOR 150,000 MILES (OR FIVE YEARS WHICHEVER COMES FIRST). IF THE CUSTOMER HAS FILLED THEIR RESERVOIR WITH PLAIN WATER OR ANOTHER TYPE OF COOLANT,THE CORRECT MIXTURE OF WATER/COOLANT WILL BE INCORRECT. THIS MAY REQUIRE COOLANT...
Re: Rules Have Reasons - 04/01/2008
... of a lift a few years back. NOBODY is allowed in the vehicle higher than 1 foot off the ground. Customers absolutely are not allowed to stay in their vehicles or go into the shop unaccompanied. Whose insurance is paying for the damages?...
Re: WIPER BLADES - 03/27/2008
Check out 1.2 - Warranty Coverage Guidelines, 1.2.1 - Items Covered by Warranty, 1.2.1.2 - Adjustments and Wear Items- IF the wiper blade has a manufacturer's defect it is warrantable. If it is wear, it is customer pay. Talk to your technician.
batteries - 02/28/2008
Ok I hate Batteries... I have a customer who purchased a battery. They are out of warrenty however the battery they purchased had to be replaced. I thought acdelco pays for the battery and gm pays the labor. HELP ME OUT SOMEONE !!!
Re: batteries - 02/29/2008
Unfortunately delco covers the battery but, the delco battery warranty has to my knowledge has no labor coverage if it is in the 12/12k we cover the labor. otherwise the customer pays.
GOODWILL/EMPOWERMENT - 03/11/2008
I THINK I READ SOMEWHERE THAT GOODWILL ASSISTANCE IS TO BE USED FOR CUSTOMER VEHICLES ONLY AND NOT "IN STOCK" VEHICLES. CAN ANYONE DIRECT ME TO A BULLETIN OR DOCUMENT THAT MIGHT STATE THAT? I'VE ALREADY LOOKED AT 05-00-89-055B WHICH DESCRIBES DEALER...
Forum - 12/17/2007
Someone correct me if I'm wrong, but if a customer comes in with a complaint and it takes 2 or more corrections to fix the complaint, should that all not go on the one line? Or would you need a separate line for each op code?
Lost Dog - 02/18/2008
We have a customer that uses his vehicle to drive around his farm; he always opens the trunk so his dog can climb in and go for a ride also. Well, one day the wife takes the vehicle to town to get groceries. She gets home, opens the trunk to take out...
HELP - 01/17/2008
I have a 06 Deville that came in for a recall. We provided one way shuttle for customer. Do I file the shuttle as goodwill? Part of me says I have to good will it because it is so far out on miles and time but I'm not 100% sure.
BURNED CDS AND DVDS - 01/24/2008
DOES ANYONE KNOW OF A BULLETIN THAT RECOMMENDS CUSTOMERS TO NOT PUT BURNED CDS AND DVDS IN THE CD/DVD SYSTEM IN THEIR VEHICLE??? THE ONLY ONE THAT I COULD FIND IS 05-08-44-001 DOC ID 1586296
50/50 SPLIT - 01/30/2008
... Our service dept did a 50/50 split. The service advisor has already closed the ticket for customer. How in the world do I claim this ticket. I have looked through P&P, Claims book, and 2 J&L warranty books and I cant find the answer. I would love...
GMPP DEDUCTIBLE OVERRIDE - 02/11/2008
... good question to ask on this forum. I had a steering shaft replacement on an '03 Silverado. The customer had a GMPP deductible of 100.00 and my manager authorized a deductible override. I submitted the claim for the full amt. (113.70) as a claim type...
CODING CONFUSION - 11/27/2007
... CODE #C0455 & DOC#1898992.. FOLLOWED DOCUMENT AS INSTRUCTED / NOTHING REPLACED, VEH RETURNED TO CUSTOMER "TECH HAS 1.0HRS" -- WOULD THIS FALL UNDER A COVERED NPF LABOR OP OR INTERNAL LINE ...
Forum - 11/28/2007
... be claimed. Usually I am really carefull about how often I use NPF's, I will use them if the customer has a history of being a "pain" or the vehicle has been in numberous times for the same complaint. ...
busted knuckles - 11/19/2007
Yes Tim, We were both covered. The sad part was that the owner would not press charges against the customer. He didn't want the publicity.......
PURCHASE ORDERS - 12/20/2007
i HAVE A CLAIM WHERE THE CUSTOMER NEVER TOOK RENTAL VEHICLE.. AND DUE TO THE CUST PAY PORTION ALREADY CLOSED & AM UNABLE TO VOID OUT THE WARRANTY RENTAL PO -- I DONT WANT IT TO STAY OPEN, BUT I AM NOT SURE HOW TO GET RID OF IT ??
Re: RO'S WITH PARTS ON ORDER - 01/03/2008
We close out sop ro's. If there's parts on the RO that are ordered and not here, I have parts remove them from the RO. My parts dept uses the customer # a lot to order the parts and that seems to work well.
Forum - 09/19/2007
... responsible party. There is quite a bit of valuable information that should be reviewed when the customer is dropping off their vehicle, i.e. service contracts, restrictions, recalls, etc. In the event the consultant fails to perform the VIS, I would...
Forum - 09/19/2007
... My s/a's know not to bring me an RO with any question without the GMVISS attached. Even if it is a customer pay question, I look for a viss (and a multi-point inspection) on every ro or I hand it back to the s/a without an answer....
50/50 split - 09/24/2007
I do the 50/50 split as set up in R&R. Only set-back is when the R-o gets invoiced before I do my W work. After all my ducks are in a row, the R-O gets invoiced, the customer pays their portion and I submit for the other 50%.
TIRE PRESSURE MONITOR - 11/14/2007
... to the vehicle, all SI's are completed. Does anybody feel this is a warranty repair or possibly customer getting the vehicle in the learning mode not understanding what they just did? If it is warranty, how would you code it?...
Forum - 09/19/2007
If the Canadian vehicle owner is simply in the US as a tourist, verify the customer's residency and verify warranty eligibility by checking GMVIS for coverage. There is no need to submit with either a claim type or authorization code.
Freight - 09/19/2007
what is the latest update on freight being paid for warranty claims. if freight is paid is it for safety repairs only or for any parts that is ordered for customer satisfaction?
Trip Interruption Expense - 09/19/2007
I have a customer where we need to reimburse him for trip interruption expense. I know we have to put it in net item and h route with a explanation but..... I can not seem to locate a labor op anyone ideas to the labor op and/or how i could find it.
Forum - 09/19/2007
... to justify and verify expense ---original invoice & "proof of payment" ---copy of dealership reimbursement check You will need to H-Route the claim. Hope this helps....
Forum - 09/19/2007
I recieved my information at the impowerment meeting that was required for the local dealers in the Billings MT area. You could ask your dvm or give Mick Gonzalez a call at 805-373-8417 he is the Western Regional Customer Activies Manager. Mike
Forum - 09/19/2007
... repair order. [/quote] Like the cylinder bore piston sleeve re-liner tool, that is eligable for reimbursement OR return for refund. Don't miss out on this little ...oh by the way statement...it is the very last line of TSB 04-06-01-022B *A one time...
Goodwill Clusters - 09/25/2007
my service manager goodwilled a cluster. the parts department ordered the cluster as customer pay. how do i get reimbursed for the price of the cluster. thanks
Forum - 09/19/2007
P&P Article 1.4.13(f) page 17: "Vehicles utilized for customer rentals are to be current or within the past two model years old." Article 1.4.13 contains a great deal of helpful information regarding the Courtesy Transportation program.
WARR RO'S NOT UPDATING INTO ACCT - 01/16/2008
... WITH THE AMOUNT GM SAID THEY WOULD PAY "IN NET", WHEN THE CREDIT MEMO PAID WE REIMBURSED THE CUSTOMER OFF THE CREDIT IN 263 --- NOW: WHEN YOU REVIEW THE RO IN 0056 IT HAS NOT UPDATED TO ACCT & SHOWS A CREDIT AMOUNT/OUT OF BALANCE....... ANY IDEAS WHAT...
Re: GMPP DEDUCTIBLE OVERIDE - 02/15/2008
GMPP is only responsible for the $100 if the customer has previously paid the $100.00 ded for the same complaint or cause. Otherwise the factory will pay this deductible with your managers authorization, submit to warr as a add credit on the GMPP claim...
Re: 04-06-03-013A CLARIFICATION - 03/18/2008
... and olh for reprogram and other repairs. I have been told that when you are dealing with a single customer concern and it took more than one fix you would put it all on one line(not separate) and add applicable time and parts. If you separate them it...
Re: L-FRT DOOR PAINT / SUBLET TO BODY SHOP - 09/26/2008
... parts and/or labor allowance as set forth in Articles 1.5.1 and 1.5.2. See Article 1.2.4.3 for reimbursement details when non-GM parts are used. Dealers are not to solicit charges from sublet shop higher than those customarily charged by the shop. Dealer...
Re: Ring My Bell - 10/13/2008
VERY funny! We had a customer who came in for a noise complaint. She was adamant that we find this noise on her NEW car! Seems she kept hearing a whoosh/scrape/thump noise from her dash area on turns. The tech rode with her, turned the corner and heard...
Re: RENTAL AND COURTESY TRANSPORTATION ON SAME RO? - 08/07/2008
F.Y.I. I HAVE HAD THEM GET PAID --- EXAMPLE OF MY COMMENTS HAVE BEEN..... 7/8/08 8:15AM COURTESY RIDE HOME, VEHICLE DOWN, CUSTOMER PUT IN RENTAL 7/8/08 3:30PM FOR 2 DAYS ---- & H-ROUTE GOOD LUCK
Re: BUYBACK STOCK VEHICLES - 08/21/2008
Policies & Procedures 4.1.7 states:GM Limited Warranty - Repurchased Vehicles All customer dissatisfaction trade/repurchases will be issued a GM Limited Warranty For Repurchased Vehicles (See GM Form 1800 below). The warranty provides bumper-to-bumper...
AUTH B - 08/11/2008
I HAVE A QUESTION ABOUT RELATED REPAIRS ON THE SAME RO. CUSTOMER HAS A CHECK ENGINE LIGHT AND A ABS LIGHT ON. BOTH ARE CONNECTOR PROBLEMS. CHECK ENGINE LIGHT WAS CAUSED DUE TO A CONNECTOR ON THE INPUT SPEED SENSOR LABOR OP N6629. ABS LIGHT WAS CAUSED...
goodwill battery N0110 ? - 08/15/2008
... FOR FUSE AND TOWING. HISTORY DOESN'T SUPPORT GOODWILLING A BATTERY. CAN YOU GOODWILL IT EVEN FOR "CUSTOMER SATISFACTION"?...
Re: COMPONENT LETTER - 05/16/2008
... time/mileage intervals and deductibles. GM Call Center must be contacted before offering to the customer. Goodwill offerings are reserved for those customers that are LOYAL, DESERVING and APPRECIATIVE. The Empowerment Process Template and Supporting...
Re: DISTRIBUTOR CAP - LABOR OP ??? - 05/30/2008
... dealer, the service department should take care of the labor costs, but if this is a transient customer, there will be labor costs incurred that will need to be claimed. Because there is such a difference in labor time and past vin model year, you may...
Vibe - intermittent no start condition - 12/04/2008
We are working on a 2009 Pontiac VIbe that the customer claims they have to keep jump starting in the morning because the battery is dead. They do park it in a garage overnight, and "swear to GOd" they are not leaving anything on in the car to drain...
Tire pump - 10/28/2008
... Buick. After checking the tires we found the drivers front to be a few pounds low. We asked the customer if she had been checking the tire pressures and she pulled out a tire pressure gauge and was happy to demonstrate as we got out the air hose and...
Re: GMPP AND TAXES - 10/30/2008
... GMPP rep; it does show applicable Michigan state tax on both parts and deductible - of which the customer is responsible for the 6% tax on the deductible. Happy Halloween! Kristen...
Re: DUAL HEADREST DVD - 10/30/2008
WAS THIS AN ACCESSORY THAT SALES ORDERED OR THE CUSTOMER REQUESTED. IF IT WAS AN ACCESSORY THAT SALES ORDERED THEN IT MOST LIKELY PAYS 1.1 AT $70 AN HOUR. WE HAVE BEEN DOING A LOT OF ACCESSORY PACKAGES AT OUR DEALERSHIP AND GET REIMBURSED FROM ADI AT...
I do the 50/50 split as set up in R&R. Only set-back is when the R-o gets invoiced before I do my W work. After all my ducks are in a row, the R-O gets invoiced, the customer pays their portion and I submit for the other 50%.
TIRE PRESSURE MONITOR - 11/14/2007
... to the vehicle, all SI's are completed. Does anybody feel this is a warranty repair or possibly customer getting the vehicle in the learning mode not understanding what they just did? If it is warranty, how would you code it?...
Forum - 09/19/2007
If the Canadian vehicle owner is simply in the US as a tourist, verify the customer's residency and verify warranty eligibility by checking GMVIS for coverage. There is no need to submit with either a claim type or authorization code.
Freight - 09/19/2007
what is the latest update on freight being paid for warranty claims. if freight is paid is it for safety repairs only or for any parts that is ordered for customer satisfaction?
Trip Interruption Expense - 09/19/2007
I have a customer where we need to reimburse him for trip interruption expense. I know we have to put it in net item and h route with a explanation but..... I can not seem to locate a labor op anyone ideas to the labor op and/or how i could find it.
Forum - 09/19/2007
... to justify and verify expense ---original invoice & "proof of payment" ---copy of dealership reimbursement check You will need to H-Route the claim. Hope this helps....
Forum - 09/19/2007
I recieved my information at the impowerment meeting that was required for the local dealers in the Billings MT area. You could ask your dvm or give Mick Gonzalez a call at 805-373-8417 he is the Western Regional Customer Activies Manager. Mike
Forum - 09/19/2007
... repair order. [/quote] Like the cylinder bore piston sleeve re-liner tool, that is eligable for reimbursement OR return for refund. Don't miss out on this little ...oh by the way statement...it is the very last line of TSB 04-06-01-022B *A one time...
Goodwill Clusters - 09/25/2007
my service manager goodwilled a cluster. the parts department ordered the cluster as customer pay. how do i get reimbursed for the price of the cluster. thanks
Forum - 09/19/2007
P&P Article 1.4.13(f) page 17: "Vehicles utilized for customer rentals are to be current or within the past two model years old." Article 1.4.13 contains a great deal of helpful information regarding the Courtesy Transportation program.
WARR RO'S NOT UPDATING INTO ACCT - 01/16/2008
... WITH THE AMOUNT GM SAID THEY WOULD PAY "IN NET", WHEN THE CREDIT MEMO PAID WE REIMBURSED THE CUSTOMER OFF THE CREDIT IN 263 --- NOW: WHEN YOU REVIEW THE RO IN 0056 IT HAS NOT UPDATED TO ACCT & SHOWS A CREDIT AMOUNT/OUT OF BALANCE....... ANY IDEAS WHAT...
Re: GMPP DEDUCTIBLE OVERIDE - 02/15/2008
GMPP is only responsible for the $100 if the customer has previously paid the $100.00 ded for the same complaint or cause. Otherwise the factory will pay this deductible with your managers authorization, submit to warr as a add credit on the GMPP claim...
Re: 04-06-03-013A CLARIFICATION - 03/18/2008
... and olh for reprogram and other repairs. I have been told that when you are dealing with a single customer concern and it took more than one fix you would put it all on one line(not separate) and add applicable time and parts. If you separate them it...
Re: L-FRT DOOR PAINT / SUBLET TO BODY SHOP - 09/26/2008
... parts and/or labor allowance as set forth in Articles 1.5.1 and 1.5.2. See Article 1.2.4.3 for reimbursement details when non-GM parts are used. Dealers are not to solicit charges from sublet shop higher than those customarily charged by the shop. Dealer...
Re: Ring My Bell - 10/13/2008
VERY funny! We had a customer who came in for a noise complaint. She was adamant that we find this noise on her NEW car! Seems she kept hearing a whoosh/scrape/thump noise from her dash area on turns. The tech rode with her, turned the corner and heard...
Re: RENTAL AND COURTESY TRANSPORTATION ON SAME RO? - 08/07/2008
F.Y.I. I HAVE HAD THEM GET PAID --- EXAMPLE OF MY COMMENTS HAVE BEEN..... 7/8/08 8:15AM COURTESY RIDE HOME, VEHICLE DOWN, CUSTOMER PUT IN RENTAL 7/8/08 3:30PM FOR 2 DAYS ---- & H-ROUTE GOOD LUCK
Re: BUYBACK STOCK VEHICLES - 08/21/2008
Policies & Procedures 4.1.7 states:GM Limited Warranty - Repurchased Vehicles All customer dissatisfaction trade/repurchases will be issued a GM Limited Warranty For Repurchased Vehicles (See GM Form 1800 below). The warranty provides bumper-to-bumper...
AUTH B - 08/11/2008
I HAVE A QUESTION ABOUT RELATED REPAIRS ON THE SAME RO. CUSTOMER HAS A CHECK ENGINE LIGHT AND A ABS LIGHT ON. BOTH ARE CONNECTOR PROBLEMS. CHECK ENGINE LIGHT WAS CAUSED DUE TO A CONNECTOR ON THE INPUT SPEED SENSOR LABOR OP N6629. ABS LIGHT WAS CAUSED...
goodwill battery N0110 ? - 08/15/2008
... FOR FUSE AND TOWING. HISTORY DOESN'T SUPPORT GOODWILLING A BATTERY. CAN YOU GOODWILL IT EVEN FOR "CUSTOMER SATISFACTION"?...
Re: COMPONENT LETTER - 05/16/2008
... time/mileage intervals and deductibles. GM Call Center must be contacted before offering to the customer. Goodwill offerings are reserved for those customers that are LOYAL, DESERVING and APPRECIATIVE. The Empowerment Process Template and Supporting...
Re: DISTRIBUTOR CAP - LABOR OP ??? - 05/30/2008
... dealer, the service department should take care of the labor costs, but if this is a transient customer, there will be labor costs incurred that will need to be claimed. Because there is such a difference in labor time and past vin model year, you may...
Vibe - intermittent no start condition - 12/04/2008
We are working on a 2009 Pontiac VIbe that the customer claims they have to keep jump starting in the morning because the battery is dead. They do park it in a garage overnight, and "swear to GOd" they are not leaving anything on in the car to drain...
Tire pump - 10/28/2008
... Buick. After checking the tires we found the drivers front to be a few pounds low. We asked the customer if she had been checking the tire pressures and she pulled out a tire pressure gauge and was happy to demonstrate as we got out the air hose and...
Re: GMPP AND TAXES - 10/30/2008
... GMPP rep; it does show applicable Michigan state tax on both parts and deductible - of which the customer is responsible for the 6% tax on the deductible. Happy Halloween! Kristen...
Re: DUAL HEADREST DVD - 10/30/2008
WAS THIS AN ACCESSORY THAT SALES ORDERED OR THE CUSTOMER REQUESTED. IF IT WAS AN ACCESSORY THAT SALES ORDERED THEN IT MOST LIKELY PAYS 1.1 AT $70 AN HOUR. WE HAVE BEEN DOING A LOT OF ACCESSORY PACKAGES AT OUR DEALERSHIP AND GET REIMBURSED FROM ADI AT...
Re: PDI-ADVANCED 2-WAY REMOTE START - 12/19/2008
HERE ARE A FEW BULLETINS THAT MAY HELP. #08-00-89-005B: GM Accessories VPO/LPO Programs - Reimbursement for Dealer Labor - (Aug 6, 2008) THIS IS IN GLOBAL CONNECT IN YOUR MESSAGES Service / Service / Service Operations / Service Operations / G_0000017321 HOPEFULLY...
Electric Body Contact question - 01/07/2009
2007 Buick Terraza-both sliding doors wont close without customer pushing manually -tech says electric body contacts on both sides & plunger harness on left side corroded. How would you put this in? Split into two lines, one with 1 part, other with...
Fuel Question - 12/24/2008
... the service manager says I can get this paid for by GM. Any suggestions how? I would think the customer would be responsible for the fuel. In a situation where the technician USED fuel for diagnosis, it would make sense to me to try to recover the...
Re: DMS INTERACTIVE & PDI DEALER INSTALL ACCESSORIES - 03/10/2010
Rhonda, my computer is acting up this morning and won't pull your question back up, so I hope this gets to you. For PDI reimbursement for use labor op Z6998, the time for the work done goes in additional time, not base time and transaction type is ZPDI....
Re: DURASTOP and GWM - 04/06/2010
Probably need to do it as ZPTI, but mark the customer enthusiasm indicator and then auth. as a policy decision (goodwill), like we're told to do for Lifetime parts. I'd question why pads are being covered over the 12 mo. period, but sounded like it...
Re: Chrome Wheel Supplier questions - 05/10/2010
... Therefore, ordering from Keystone (Transwheel) is better for GM by being cheaper, better for the customer with the warranty, but we don't get to make any extra money on it by marking up the cost. So it's not really better for the dealers. Intere...
Tire Warranty Wear due to Alignment - 02/19/2010
... Impala with tire wear issues. We replaced 2 tires at 6,295 due to alignment being out. Now customer is back at 10,195 miles with same complaint for the other two tires with an alignment issue again. We are wondering if we should claim under the tire...
Re: OIL, LUBE, AND FILTER COUPONS.... - 02/24/2010
IF YOU A FAX# - I CAN FAX YOU A COPY OF WHAT I HAVE.... NORMAL & DIESELS ARE INCLUDED IN THE $30.00 REIMBURSEMENT SYNTHETIC IS $45.00 IF ON WINS: Z2228 MJ-98 NET-$30 OR $45 IF GWM: Z2228 TRANS TYPE ZSSP NET-$30 OR $45 H-ROUTE VEHICLE YEAR 2000 & O...
Re: Part questions - 12/02/2009
... if there is a time restriction on returns for transmissions. Was it for a warranty claim or customer pay? If it was for warranty & WPC requested it for inspection THEN you would put in a claim for the core charge. I've never had WPC request a transmission...
Re: Excessive rental - 12/15/2009
... dealership. We do have rental vehicles available, but our service manager likes to use them for customers who have extensive repairs only. Everyone else gets dropped off or picked up. He said that was how our DVM wanted things done in our district...
Hummer emergency repair - 12/31/2009
We are a Chevy Dealer. Anyone know if I can get paid for an emergency repair on a Hummer? Blower motor resistor shorted out. Customer could not clear fogged up windows. Thanks in advance.
Re: CLARIFICATION: PROPER TECH LABOR TIME - 09/28/2009
Your tech deserves .7 hours. The way I always use to describe it to customers who ask or in this case the rep if I had put a tech on it who punched .4 diag and 1.0 replace he wouldn't get paid 1.4 because we do not pay actual hours we pay a flat rate...
Re: Part Warranty - 09/08/2009
... purchase. "Original Purchase" refers to the actual part you are replacing not the first time the customer paid. ...
Mice Break-in - 09/11/2009
A customer was concerned when we told her mice had been in her car and had chewed up some of her wiring. She just couldn't understand how that could happen. She stated... "But I keep the doors locked how do they get in?" ------------------------------------------ Thank...
Re: Quick Tip from Aug 2008 about Engine Dye question - 08/12/2009
... be closed (typically as an internal repair) when the vehicle leaves the dealership. When the customer returns to the dealership for repair of the leak, open a new repair order (with current mileage) to account for the repair time, including diagnosi...
Re: Another fuel question - 06/26/2009
[quote] Christalyn: GM would rather satisfy a customer with $10 in fuel than have them leave your dealership on an unpleasant note. [/quote] Yes, I agree with you 100%!
Re: 2010 CAMARO - STRIPS - 08/05/2009
... LPO code documented within the vehicle build section of GMVIS. A warranty claim is submitted for reimbursement for the installation of the accessory with labor operation Z6998 and claim type I. The applicable LPO codes and add times are listed below: *To...
Re: Moving to ADP from Reynolds - 07/21/2009
... more features could be installed for a higher cost). It is such a pain in the rump to find a customer.. can't search by phone # at all, then if you go past the screen you want, you have to start over (no back page feature). As far as warranty, when...
Re: Recall Policies & Procedures question - 05/20/2009
... steering gear assembly. It actually specifies DEALER. It also gives special instruction for reimbursement. IT DOES NOT SAY YOU CAN PAY AN AFTERMARKET SHOP. I would use this as my documentation. Stick to your guns on this one (it's not yet illegal...
Re: #07187C: Special Coverage Adjustment - Instrument Panel Cluster Gauge Needle Function - - 04/21/2009
From the Customer Letter section of the Special Coverage Adjustment: "What You Should Do: Repairs and adjustments qualifying under this special coverage must be performed by a General Motors dealer." Additionally, the policy covers the vehicle for 7 years...
I am stumped again..... - 04/21/2009
2007 G6 with 17,922 miles. Customer complaint: brakes pulsate & are squeaking. Tech duplicated conditions, inspected brakes & found LF & LR calipers leaking at the pistons, excessive runout on all 4 rotors and pads contaminated from brake fluid. He...
Re: GLOBAL WARRANTY MANAGEMENT AND ADP - 12/02/2010
... it prints only the warranty copy and accounting copy. That way we're not throwing away a 2nd customer/internal copy. I also use the 1st warranty copy for parts to scrap off of. We have been using lots of extra paper also and have set up other printer...
Re: GLOBAL WARRANTY MANAGEMENT AND ADP - 12/06/2010
... ADP to close it out for accounting, and once on Global Warranty Management. Our set up has one customer copy and 2 accounting copies. Obviously, the customer gets one, one gets attached to the hard card (original work order/invoice/RO) and one goes...
Re: HUMMER - COMPLIMENTARY MAINTANENCE COUPONS - 11/15/2010
Dealer Reimbursement Process: For each valid lube, oil, filter, four-tire rotation, and 27-point vehicle inspection certificate redeemed at your dealership, GM will reimburse your dealership $20. Dealers should submit claims through...
warranty for warpped brake rotors - 09/23/2010
I am looking for the warranty time period to be able to resurface the brake rotors-customer has 33,693 on a 2008 k2500 silverado with a 6.0l. I can't find anything that states weather or not this is coverage under the 3 yrs. 36,000 miles or not.
HERE ARE A FEW BULLETINS THAT MAY HELP. #08-00-89-005B: GM Accessories VPO/LPO Programs - Reimbursement for Dealer Labor - (Aug 6, 2008) THIS IS IN GLOBAL CONNECT IN YOUR MESSAGES Service / Service / Service Operations / Service Operations / G_0000017321 HOPEFULLY...
Electric Body Contact question - 01/07/2009
2007 Buick Terraza-both sliding doors wont close without customer pushing manually -tech says electric body contacts on both sides & plunger harness on left side corroded. How would you put this in? Split into two lines, one with 1 part, other with...
Fuel Question - 12/24/2008
... the service manager says I can get this paid for by GM. Any suggestions how? I would think the customer would be responsible for the fuel. In a situation where the technician USED fuel for diagnosis, it would make sense to me to try to recover the...
Re: DMS INTERACTIVE & PDI DEALER INSTALL ACCESSORIES - 03/10/2010
Rhonda, my computer is acting up this morning and won't pull your question back up, so I hope this gets to you. For PDI reimbursement for use labor op Z6998, the time for the work done goes in additional time, not base time and transaction type is ZPDI....
Re: DURASTOP and GWM - 04/06/2010
Probably need to do it as ZPTI, but mark the customer enthusiasm indicator and then auth. as a policy decision (goodwill), like we're told to do for Lifetime parts. I'd question why pads are being covered over the 12 mo. period, but sounded like it...
Re: Chrome Wheel Supplier questions - 05/10/2010
... Therefore, ordering from Keystone (Transwheel) is better for GM by being cheaper, better for the customer with the warranty, but we don't get to make any extra money on it by marking up the cost. So it's not really better for the dealers. Intere...
Tire Warranty Wear due to Alignment - 02/19/2010
... Impala with tire wear issues. We replaced 2 tires at 6,295 due to alignment being out. Now customer is back at 10,195 miles with same complaint for the other two tires with an alignment issue again. We are wondering if we should claim under the tire...
Re: OIL, LUBE, AND FILTER COUPONS.... - 02/24/2010
IF YOU A FAX# - I CAN FAX YOU A COPY OF WHAT I HAVE.... NORMAL & DIESELS ARE INCLUDED IN THE $30.00 REIMBURSEMENT SYNTHETIC IS $45.00 IF ON WINS: Z2228 MJ-98 NET-$30 OR $45 IF GWM: Z2228 TRANS TYPE ZSSP NET-$30 OR $45 H-ROUTE VEHICLE YEAR 2000 & O...
Re: Part questions - 12/02/2009
... if there is a time restriction on returns for transmissions. Was it for a warranty claim or customer pay? If it was for warranty & WPC requested it for inspection THEN you would put in a claim for the core charge. I've never had WPC request a transmission...
Re: Excessive rental - 12/15/2009
... dealership. We do have rental vehicles available, but our service manager likes to use them for customers who have extensive repairs only. Everyone else gets dropped off or picked up. He said that was how our DVM wanted things done in our district...
Hummer emergency repair - 12/31/2009
We are a Chevy Dealer. Anyone know if I can get paid for an emergency repair on a Hummer? Blower motor resistor shorted out. Customer could not clear fogged up windows. Thanks in advance.
Re: CLARIFICATION: PROPER TECH LABOR TIME - 09/28/2009
Your tech deserves .7 hours. The way I always use to describe it to customers who ask or in this case the rep if I had put a tech on it who punched .4 diag and 1.0 replace he wouldn't get paid 1.4 because we do not pay actual hours we pay a flat rate...
Re: Part Warranty - 09/08/2009
... purchase. "Original Purchase" refers to the actual part you are replacing not the first time the customer paid. ...
Mice Break-in - 09/11/2009
A customer was concerned when we told her mice had been in her car and had chewed up some of her wiring. She just couldn't understand how that could happen. She stated... "But I keep the doors locked how do they get in?" ------------------------------------------ Thank...
Re: Quick Tip from Aug 2008 about Engine Dye question - 08/12/2009
... be closed (typically as an internal repair) when the vehicle leaves the dealership. When the customer returns to the dealership for repair of the leak, open a new repair order (with current mileage) to account for the repair time, including diagnosi...
Re: Another fuel question - 06/26/2009
[quote] Christalyn: GM would rather satisfy a customer with $10 in fuel than have them leave your dealership on an unpleasant note. [/quote] Yes, I agree with you 100%!
Re: 2010 CAMARO - STRIPS - 08/05/2009
... LPO code documented within the vehicle build section of GMVIS. A warranty claim is submitted for reimbursement for the installation of the accessory with labor operation Z6998 and claim type I. The applicable LPO codes and add times are listed below: *To...
Re: Moving to ADP from Reynolds - 07/21/2009
... more features could be installed for a higher cost). It is such a pain in the rump to find a customer.. can't search by phone # at all, then if you go past the screen you want, you have to start over (no back page feature). As far as warranty, when...
Re: Recall Policies & Procedures question - 05/20/2009
... steering gear assembly. It actually specifies DEALER. It also gives special instruction for reimbursement. IT DOES NOT SAY YOU CAN PAY AN AFTERMARKET SHOP. I would use this as my documentation. Stick to your guns on this one (it's not yet illegal...
Re: #07187C: Special Coverage Adjustment - Instrument Panel Cluster Gauge Needle Function - - 04/21/2009
From the Customer Letter section of the Special Coverage Adjustment: "What You Should Do: Repairs and adjustments qualifying under this special coverage must be performed by a General Motors dealer." Additionally, the policy covers the vehicle for 7 years...
I am stumped again..... - 04/21/2009
2007 G6 with 17,922 miles. Customer complaint: brakes pulsate & are squeaking. Tech duplicated conditions, inspected brakes & found LF & LR calipers leaking at the pistons, excessive runout on all 4 rotors and pads contaminated from brake fluid. He...
Re: GLOBAL WARRANTY MANAGEMENT AND ADP - 12/02/2010
... it prints only the warranty copy and accounting copy. That way we're not throwing away a 2nd customer/internal copy. I also use the 1st warranty copy for parts to scrap off of. We have been using lots of extra paper also and have set up other printer...
Re: GLOBAL WARRANTY MANAGEMENT AND ADP - 12/06/2010
... ADP to close it out for accounting, and once on Global Warranty Management. Our set up has one customer copy and 2 accounting copies. Obviously, the customer gets one, one gets attached to the hard card (original work order/invoice/RO) and one goes...
Re: HUMMER - COMPLIMENTARY MAINTANENCE COUPONS - 11/15/2010
Dealer Reimbursement Process: For each valid lube, oil, filter, four-tire rotation, and 27-point vehicle inspection certificate redeemed at your dealership, GM will reimburse your dealership $20. Dealers should submit claims through...
warranty for warpped brake rotors - 09/23/2010
I am looking for the warranty time period to be able to resurface the brake rotors-customer has 33,693 on a 2008 k2500 silverado with a 6.0l. I can't find anything that states weather or not this is coverage under the 3 yrs. 36,000 miles or not.
Dealer Track - 10/20/2010
... if there is anyone out there that has had any experience with it. We are hoping to get better customer service and support and hopefully an easier program to navigate. If you could give your opinions, I would be grateful. Thanks!...
Re: Core Return - 02/28/2011
Angela... A core reimbursement is handled as outlined by Mark (with the following exception: enter the core amount in the freight net item field) - additionally when performing a transaction adjustment you must indicate the adjustment by clicking on...
Re: GM warranty quiz jan 11-2 - 01/25/2011
[quote] gmnl16173: Are not customer pay tickets (regardless of salvage title or not) put into global so ALL GM dealerships throughout the USA able to see what is done to all vehicles? [/quote] No.
Would you try to put a claim in for this? - 09/16/2010
2011 Silverado with 526 miles. Customer purchased aftermarket assist steps and brought them in for us to install. Two center frame to body bolts would just spin and tech couldn't remove them. He drilled 2 holes and extracted bolts from inside and then...
Re: HVAC ODOR - 07/19/2010
I agree....I also drive a non-GM product and it also has the musty odor. We explain to our customers that this is a condition that happens frequently and that even though we may be able to alleviate the problem for now, it likely will return at some point...
Re: Would you try to put a claim in for this? - 09/21/2010
It would be warranty. GM CUSTOMER CARE & AFTERSALES GMSO166 URGENT - DISTRIBUTE IMMEDIATELY Date: September 16, 2010 Subject: GM Full Size Truck Cab Mount Bolt Models: All 2010/2011 GM Full Size Pickups (Silverado and Sierra) To: All Chevrolet...
2011 Duramax - 07/16/2010
... like normal fluid adds or is there a trick to it? Seperate line? Or does it get charged to the customer? Thanks for any help!...
2009 G8 gas cap issue - 06/28/2010
... due to DTC P0455, on the Pontiac G8's?? There is a document #PIP4732 issued for it. We have a customer with this issue, and we have tried to order a new cap, however, it looks like it is on eternal back order. The document does not say anything about...
Re: Recall 10282/PCM - 07/05/2011
The customers copy is correct since you actually did replace the PCM even though you didn't need to. I'd get with the service manager and internal the time and part I guess...?
Re: Would you submit this as warranty? - 04/25/2011
... cushion actually "broke down" or was defective, shouldn't we have simply replaced the cushion? Customer enthusiasm aside, I think the service advisor should have included me in the decision making process to eliminate the sublet. I would have suggested...
Re: Additional Time for Installing Assist Steps on 2011 Diesel Silverado - 05/16/2011
... repairs to accessories. [/quote] Curious.... how do your dealerships let you know there was a customer paid (after delivery) accessory installed that needs to be added to the vehicle build? ...
Re: NAV DISC - 03/23/2011
No its not a component exchange.Its not that replaced it we gave a disc to a customer. Service manager told me that the navigation was not working the last visit.So we did a component exchange then with the navigation radio with the disc stuck inside.And...
Re: What should I do? - 12/06/2011
... he agreed that the best thing to do was to add his goodwill auth to the claim and write it up as customer satisfaction. Whew! As upset as I was about it the result is he knows that I won't knowingly put thru a bogus claim of any kind. Sadly, I know...
CUST $100 MAINT CREDIT FROM GM - 12/22/2011
I HAVE A QUESTION: A CUSTOMER WANTED TO KNOW... He received a "Maint Letter from GM for $100 credit toward maintance repairs" --- he us in now having some repairs done under "GMPP" - can he use that $100 credit from GM toward his $200 deduct with GMPP...
MISCELLANEOUS FUEL - 01/10/2012
I HAVE A JOB CARD WITH LABOR OP J9992, AND THE MECHANIC DROVE IT FOR 140 MILES BECAUSE THE CUSTOMER HAD A PROBLEM WITH THE MILAGE. ANYWAY, I HAVE 75.88 DOLLARS WORTH OF FUEL I NEED TO ADD TO THE WARRANTY TICKET AND IT IS REJECTED IT BECAUSE THE MISCELLANEOUS...
2011 CHEV EXPRESS (AMBULANCE) - 12/23/2011
This is a new one to me.... customer states fuel smell/fuel leak, we had to remove the "doghouse ???" to fault trace (1.7hrs labor) but "no problem found" ..... How would you handle ???? Thanks in advance for any asst
Re: Payment for Dye to Check for Oil Leak - 02/21/2012
... department bill it when they do the actual repair. Less job cards to submit. Many times the customer has to drive it for more than a week & we don't like to leave the JC open so we make good notes & bill it with the repair. ...
Re: GM Tire Program - 04/17/2012
For claims that are not warranty (customer paid for tire and has an issue, etc.) I would think parts would do the claim. --This takes the place of them having to call the tire manufacturer like they used to do. Global (including the pre-auth process)...
Re: GM Tire Program - 04/12/2012
Customer pay tire purchases, even if dealer installed or over the counter tire purchases do NOT get run through GWM. They still go through the tire manufacturer. There is now a website for the parts dept. to enter in the information, etc --but it has ...
OLH REJECTION ON TRANSMISSION CLAIM - 04/26/2012
... enrolled and has been 100% in the past. Does anyone have any ideas? Are we supposed to turn our customers away because the tech is missing .3% for a class that has been a hassle to get in? Any advice would be greatly appreciated. The tech is enrolled,...
Sheet metal repair - 05/24/2012
I hope I'm asking this question right - here goes: We have a customer with a 2012 GMC Yukon Denali that hit a deer. We are doing the body shop work at our dealership (we have a body shop). We ordered a hood from GM and it came damaged to our parts...
Re: RESET ALCOHOL CONTENT ??? - 05/12/2012
Customers complaint was S.E.S. light on, we found ECM-DTC P0172/ fuel trim system lean.. we cleared DTC & road tested - the code returned so we performed system test, performed smoke test for exhaust leak "ok", performed AFCT injector test "ok", inspected ...
"S" Labor Ops question - 05/14/2012
We have a customer with a 2007 Silverado still within his corrosion warranty whose right side pickup box has perforation rust through. I'm looking up labor to get an idea of what this repair pays and found S1250. It is under the heading Administration....
Re: Special Policy 10054 - 05/22/2012
... coverage repair. My take is that those parts and any labor associated with them should be customer pay. Our Service Advisor said they should be included since they wouldn't have had to come off if the special coverage wasn't done. I've read the...
Valid Special Policy with Additional Repair Out Of Warranty - 12/19/2012
I have a customer with an 09 Traverse with 116K miles. Check Engine Light on and running terrible, had multiple codes. Found timing chain needs replaced per special policy 11340, but also found sprocket and teeth all worn and all sprockets and actuator...
... if there is anyone out there that has had any experience with it. We are hoping to get better customer service and support and hopefully an easier program to navigate. If you could give your opinions, I would be grateful. Thanks!...
Re: Core Return - 02/28/2011
Angela... A core reimbursement is handled as outlined by Mark (with the following exception: enter the core amount in the freight net item field) - additionally when performing a transaction adjustment you must indicate the adjustment by clicking on...
Re: GM warranty quiz jan 11-2 - 01/25/2011
[quote] gmnl16173: Are not customer pay tickets (regardless of salvage title or not) put into global so ALL GM dealerships throughout the USA able to see what is done to all vehicles? [/quote] No.
Would you try to put a claim in for this? - 09/16/2010
2011 Silverado with 526 miles. Customer purchased aftermarket assist steps and brought them in for us to install. Two center frame to body bolts would just spin and tech couldn't remove them. He drilled 2 holes and extracted bolts from inside and then...
Re: HVAC ODOR - 07/19/2010
I agree....I also drive a non-GM product and it also has the musty odor. We explain to our customers that this is a condition that happens frequently and that even though we may be able to alleviate the problem for now, it likely will return at some point...
Re: Would you try to put a claim in for this? - 09/21/2010
It would be warranty. GM CUSTOMER CARE & AFTERSALES GMSO166 URGENT - DISTRIBUTE IMMEDIATELY Date: September 16, 2010 Subject: GM Full Size Truck Cab Mount Bolt Models: All 2010/2011 GM Full Size Pickups (Silverado and Sierra) To: All Chevrolet...
2011 Duramax - 07/16/2010
... like normal fluid adds or is there a trick to it? Seperate line? Or does it get charged to the customer? Thanks for any help!...
2009 G8 gas cap issue - 06/28/2010
... due to DTC P0455, on the Pontiac G8's?? There is a document #PIP4732 issued for it. We have a customer with this issue, and we have tried to order a new cap, however, it looks like it is on eternal back order. The document does not say anything about...
Re: Recall 10282/PCM - 07/05/2011
The customers copy is correct since you actually did replace the PCM even though you didn't need to. I'd get with the service manager and internal the time and part I guess...?
Re: Would you submit this as warranty? - 04/25/2011
... cushion actually "broke down" or was defective, shouldn't we have simply replaced the cushion? Customer enthusiasm aside, I think the service advisor should have included me in the decision making process to eliminate the sublet. I would have suggested...
Re: Additional Time for Installing Assist Steps on 2011 Diesel Silverado - 05/16/2011
... repairs to accessories. [/quote] Curious.... how do your dealerships let you know there was a customer paid (after delivery) accessory installed that needs to be added to the vehicle build? ...
Re: NAV DISC - 03/23/2011
No its not a component exchange.Its not that replaced it we gave a disc to a customer. Service manager told me that the navigation was not working the last visit.So we did a component exchange then with the navigation radio with the disc stuck inside.And...
Re: What should I do? - 12/06/2011
... he agreed that the best thing to do was to add his goodwill auth to the claim and write it up as customer satisfaction. Whew! As upset as I was about it the result is he knows that I won't knowingly put thru a bogus claim of any kind. Sadly, I know...
CUST $100 MAINT CREDIT FROM GM - 12/22/2011
I HAVE A QUESTION: A CUSTOMER WANTED TO KNOW... He received a "Maint Letter from GM for $100 credit toward maintance repairs" --- he us in now having some repairs done under "GMPP" - can he use that $100 credit from GM toward his $200 deduct with GMPP...
MISCELLANEOUS FUEL - 01/10/2012
I HAVE A JOB CARD WITH LABOR OP J9992, AND THE MECHANIC DROVE IT FOR 140 MILES BECAUSE THE CUSTOMER HAD A PROBLEM WITH THE MILAGE. ANYWAY, I HAVE 75.88 DOLLARS WORTH OF FUEL I NEED TO ADD TO THE WARRANTY TICKET AND IT IS REJECTED IT BECAUSE THE MISCELLANEOUS...
2011 CHEV EXPRESS (AMBULANCE) - 12/23/2011
This is a new one to me.... customer states fuel smell/fuel leak, we had to remove the "doghouse ???" to fault trace (1.7hrs labor) but "no problem found" ..... How would you handle ???? Thanks in advance for any asst
Re: Payment for Dye to Check for Oil Leak - 02/21/2012
... department bill it when they do the actual repair. Less job cards to submit. Many times the customer has to drive it for more than a week & we don't like to leave the JC open so we make good notes & bill it with the repair. ...
Re: GM Tire Program - 04/17/2012
For claims that are not warranty (customer paid for tire and has an issue, etc.) I would think parts would do the claim. --This takes the place of them having to call the tire manufacturer like they used to do. Global (including the pre-auth process)...
Re: GM Tire Program - 04/12/2012
Customer pay tire purchases, even if dealer installed or over the counter tire purchases do NOT get run through GWM. They still go through the tire manufacturer. There is now a website for the parts dept. to enter in the information, etc --but it has ...
OLH REJECTION ON TRANSMISSION CLAIM - 04/26/2012
... enrolled and has been 100% in the past. Does anyone have any ideas? Are we supposed to turn our customers away because the tech is missing .3% for a class that has been a hassle to get in? Any advice would be greatly appreciated. The tech is enrolled,...
Sheet metal repair - 05/24/2012
I hope I'm asking this question right - here goes: We have a customer with a 2012 GMC Yukon Denali that hit a deer. We are doing the body shop work at our dealership (we have a body shop). We ordered a hood from GM and it came damaged to our parts...
Re: RESET ALCOHOL CONTENT ??? - 05/12/2012
Customers complaint was S.E.S. light on, we found ECM-DTC P0172/ fuel trim system lean.. we cleared DTC & road tested - the code returned so we performed system test, performed smoke test for exhaust leak "ok", performed AFCT injector test "ok", inspected ...
"S" Labor Ops question - 05/14/2012
We have a customer with a 2007 Silverado still within his corrosion warranty whose right side pickup box has perforation rust through. I'm looking up labor to get an idea of what this repair pays and found S1250. It is under the heading Administration....
Re: Special Policy 10054 - 05/22/2012
... coverage repair. My take is that those parts and any labor associated with them should be customer pay. Our Service Advisor said they should be included since they wouldn't have had to come off if the special coverage wasn't done. I've read the...
Valid Special Policy with Additional Repair Out Of Warranty - 12/19/2012
I have a customer with an 09 Traverse with 116K miles. Check Engine Light on and running terrible, had multiple codes. Found timing chain needs replaced per special policy 11340, but also found sprocket and teeth all worn and all sprockets and actuator...
Re: Christmas Eve Hours - 12/19/2012
... so everything here is in chaos. Our dealer decided we need to be here until 1 pm Monday. Every customer we've talked to says its a waste but the dealer decided. It's snowing here now, if we are lucky we might have a snow dusted Christmas. I'm tired...
LTG change - 11/07/2012
... the opcode did not have the alignment/tow adj. in October...but now it does. My guys wrote the customer up at 4:14pm on the 31st, and started working on it on Nov. 1st. How would you handle a transaction like this?...
$25.00 GM coupons - 06/13/2012
I had an interesting thing happen today while submitting claims, thought I would share it. We had a customer with one of those current $25.00 off your next service coupons (with the yellow Chevy Camaro on the front of it). I submitted it with the labor...
CAC / GMPP SMARTCARE - 07/18/2012
New one to me.... I was given a copy of a GMPP Contract - which I checked GMVIS & it shows the coverage.... - the customer called cust asst & it was decided to give her the GMPP Smartcare as Goodwill.... How do I claim for the price of the GMPP / or...
Re: Ignition Switch Recall Parts Return - 06/06/2014
From Global Message G_0000192928: Reimbursement for the labor and shipping expenses involved in the return of the requested components should be processed in the following manner: Submit an add credit to the appropriate part replacement labour operation...
June - Share Your Tip - 06/09/2014
Is your dealership accurately accounting for all customer pay, warranty, policy and internal job time through the technician's time and payroll records? Are your technicians only clocked "on" to one repair at a time? How is the dealership (and technician)...
closest to labor ops - 08/07/2014
... a 'closest to' labor operation? I believe we have always just processed like a normal repair, IE, customer states there is foam sticking out from behind a bezel and we repositioned or reworked the bezel: we would just submit for the closest labor op,...
Re: The 3 C's - 03/10/2014
I always give the repair back to the service advisor for the customer concern. If the other 2 c's aren't done by the tech, I'll walk out and chat with them. I think almsot every day, we administrator's are glorified babysitters!:)
Re: Enhanced Chevy and Buick /GMC courtesty trasporation program - 01/09/2014
... program tips: -The GMDRAC program allows dealers to provide alternate means of transportation to customers when their eligible vehicle is serviced under warranty -Vehicles enrolled in the GMDRAC program at the dealership are eligible for a $42 reimbursement...
Re: 2014 certified service retail plan - 02/05/2014
... must have enrolled in this program to participate. Participating dealers see an increase in customer pay business, service lane revenue and customer retention. Kristen/jlwarranty...
Re: ZPTI WITH RENTAL - 02/25/2014
... Transportation "The General Motors Courtesy Transportation program is intended to minimize customer inconvenience when a vehicle requires a repair that is covered by the New Vehicle Limited Warranty." P&P Article 1.4.13 - Courtesy Transportation Program "Program...
Does this bother anyone else? - 08/27/2013
When booking a ticket with customer pay lines, included with the warranty repairs, this line always appears... "Send automatic message that vehicle is ready (Y/N/$/?) ?". We never use this notification, and it's annoying to always have to enter "N"....
GMPP Deductible - 09/05/2013
I have a customer who has paid a $100 deductible for the repairs, she has a GMPP Major Guard service contract. Where do I enter her $100 deductible so it doesn't pay the whole claim? We use AutoSoft here, but I can't find out were to enter it in on G...
rentals and parts expidite - 09/09/2013
Refresh my memory as this doesnt happen too often..We picked up a part fm another dealer and also put the customer in a rental , i know i can get some rental with the pick up but cant rememeber just how many days we are allowed is it 2 or 1 ??
One line or Two lines - 09/10/2013
Customer comes in with roar from drive train. Checked and it was an internal bearing failure. drained fluid and found small amounts of metal in front differential. We replaced front differential right and left inner bearing and seal, we used labor op ...
Re: Enhanced Chevy and Buick /GMC courtesty trasporation program - 01/03/2014
Not sure I'm understanding right...your trying to submit for rental on customer pay work?? ..The program is only for Warranty repairs.
ACCESSORY INSTALLS - 02/10/2015
So I am new to claiming for accessory installs (when a customer purchases the accessory when buying the new vehicle, NOT when it is a LPO) and I am running into a problem as to how to have the part number be on the repair order without any cost or quantity....
Re: 2015 TOP OFF DEF - 12/18/2014
... is paid for by GM only during the maintenance visit 4 times only. Not in between, as that would be customer pay responsiblity. This is from the 2014 Guide (as the 2015 Guide is not on the GM site yet) https://www.autopartners.net/apps/msgportalj/en_US/GMNA/United_States/Library/Service/Warranty/D_0000076228.htm "This...
What Would You Do - 12/14 - 11/25/2014
... copy of the IVH for a 2014 Chevrolet Silverado, the service advisor opened a new job card for the customer's vehicle. The customer was visiting the store for an oil change and completion of the open recalls. The service advisor noted the oil change service...
Re: Seal Part Warranty - 08/11/2015
... Parts & Accessories P&P, Warranty Policy Info, Transportation, Vehicle Storage & PDI Policy, & Customer Assistance, Training, Tools & TAC Policy) enter the key word or article number, if known, in the search bar. >For example: enter 1.1.1 in the search...
What Would You Do - 09/15 - 09/03/2015
A customer with a 2008 Chevrolet Colorado visited the service department to address a service engine soon light concern. The technician diagnosed the condition and found the following codes were set in history P0449, P0300, and P0172. The technician...
Global Reset-Radio - 09/10/2015
I have a claim where the customer stated he was having problems with radio. The technician stated that the radio was already calibrated to the most updated version so he then performed a global reset for the radio. What lop are others using to claim ...
Re: What Would You Do - 09/15 - 09/21/2015
[quote] admin: A customer with a 2008 Chevrolet Colorado visited the service department to address a service engine soon light concern. The technician diagnosed the condition and found the following codes were set in history P0449, P0300, and P0172. The...
Branded Title and DMA Authorization - 03/12/2018
... Blocks section and the only the only thing I saw that required contacting the DMA for was if the customer believed the title was branded in error. The matrix says approval is needed, but in the comments it says to refer to Article 1.5 of the P&P...
Forum - 03/09/2018
Did your dealership receive some sort of confirmation that CAC agreed to the use of the voucher for the customer's repair vs for a maintenance service? If so, and you have elected to proceed, document the CAC case number with the transaction. Unless...
... so everything here is in chaos. Our dealer decided we need to be here until 1 pm Monday. Every customer we've talked to says its a waste but the dealer decided. It's snowing here now, if we are lucky we might have a snow dusted Christmas. I'm tired...
LTG change - 11/07/2012
... the opcode did not have the alignment/tow adj. in October...but now it does. My guys wrote the customer up at 4:14pm on the 31st, and started working on it on Nov. 1st. How would you handle a transaction like this?...
$25.00 GM coupons - 06/13/2012
I had an interesting thing happen today while submitting claims, thought I would share it. We had a customer with one of those current $25.00 off your next service coupons (with the yellow Chevy Camaro on the front of it). I submitted it with the labor...
CAC / GMPP SMARTCARE - 07/18/2012
New one to me.... I was given a copy of a GMPP Contract - which I checked GMVIS & it shows the coverage.... - the customer called cust asst & it was decided to give her the GMPP Smartcare as Goodwill.... How do I claim for the price of the GMPP / or...
Re: Ignition Switch Recall Parts Return - 06/06/2014
From Global Message G_0000192928: Reimbursement for the labor and shipping expenses involved in the return of the requested components should be processed in the following manner: Submit an add credit to the appropriate part replacement labour operation...
June - Share Your Tip - 06/09/2014
Is your dealership accurately accounting for all customer pay, warranty, policy and internal job time through the technician's time and payroll records? Are your technicians only clocked "on" to one repair at a time? How is the dealership (and technician)...
closest to labor ops - 08/07/2014
... a 'closest to' labor operation? I believe we have always just processed like a normal repair, IE, customer states there is foam sticking out from behind a bezel and we repositioned or reworked the bezel: we would just submit for the closest labor op,...
Re: The 3 C's - 03/10/2014
I always give the repair back to the service advisor for the customer concern. If the other 2 c's aren't done by the tech, I'll walk out and chat with them. I think almsot every day, we administrator's are glorified babysitters!:)
Re: Enhanced Chevy and Buick /GMC courtesty trasporation program - 01/09/2014
... program tips: -The GMDRAC program allows dealers to provide alternate means of transportation to customers when their eligible vehicle is serviced under warranty -Vehicles enrolled in the GMDRAC program at the dealership are eligible for a $42 reimbursement...
Re: 2014 certified service retail plan - 02/05/2014
... must have enrolled in this program to participate. Participating dealers see an increase in customer pay business, service lane revenue and customer retention. Kristen/jlwarranty...
Re: ZPTI WITH RENTAL - 02/25/2014
... Transportation "The General Motors Courtesy Transportation program is intended to minimize customer inconvenience when a vehicle requires a repair that is covered by the New Vehicle Limited Warranty." P&P Article 1.4.13 - Courtesy Transportation Program "Program...
Does this bother anyone else? - 08/27/2013
When booking a ticket with customer pay lines, included with the warranty repairs, this line always appears... "Send automatic message that vehicle is ready (Y/N/$/?) ?". We never use this notification, and it's annoying to always have to enter "N"....
GMPP Deductible - 09/05/2013
I have a customer who has paid a $100 deductible for the repairs, she has a GMPP Major Guard service contract. Where do I enter her $100 deductible so it doesn't pay the whole claim? We use AutoSoft here, but I can't find out were to enter it in on G...
rentals and parts expidite - 09/09/2013
Refresh my memory as this doesnt happen too often..We picked up a part fm another dealer and also put the customer in a rental , i know i can get some rental with the pick up but cant rememeber just how many days we are allowed is it 2 or 1 ??
One line or Two lines - 09/10/2013
Customer comes in with roar from drive train. Checked and it was an internal bearing failure. drained fluid and found small amounts of metal in front differential. We replaced front differential right and left inner bearing and seal, we used labor op ...
Re: Enhanced Chevy and Buick /GMC courtesty trasporation program - 01/03/2014
Not sure I'm understanding right...your trying to submit for rental on customer pay work?? ..The program is only for Warranty repairs.
ACCESSORY INSTALLS - 02/10/2015
So I am new to claiming for accessory installs (when a customer purchases the accessory when buying the new vehicle, NOT when it is a LPO) and I am running into a problem as to how to have the part number be on the repair order without any cost or quantity....
Re: 2015 TOP OFF DEF - 12/18/2014
... is paid for by GM only during the maintenance visit 4 times only. Not in between, as that would be customer pay responsiblity. This is from the 2014 Guide (as the 2015 Guide is not on the GM site yet) https://www.autopartners.net/apps/msgportalj/en_US/GMNA/United_States/Library/Service/Warranty/D_0000076228.htm "This...
What Would You Do - 12/14 - 11/25/2014
... copy of the IVH for a 2014 Chevrolet Silverado, the service advisor opened a new job card for the customer's vehicle. The customer was visiting the store for an oil change and completion of the open recalls. The service advisor noted the oil change service...
Re: Seal Part Warranty - 08/11/2015
... Parts & Accessories P&P, Warranty Policy Info, Transportation, Vehicle Storage & PDI Policy, & Customer Assistance, Training, Tools & TAC Policy) enter the key word or article number, if known, in the search bar. >For example: enter 1.1.1 in the search...
What Would You Do - 09/15 - 09/03/2015
A customer with a 2008 Chevrolet Colorado visited the service department to address a service engine soon light concern. The technician diagnosed the condition and found the following codes were set in history P0449, P0300, and P0172. The technician...
Global Reset-Radio - 09/10/2015
I have a claim where the customer stated he was having problems with radio. The technician stated that the radio was already calibrated to the most updated version so he then performed a global reset for the radio. What lop are others using to claim ...
Re: What Would You Do - 09/15 - 09/21/2015
[quote] admin: A customer with a 2008 Chevrolet Colorado visited the service department to address a service engine soon light concern. The technician diagnosed the condition and found the following codes were set in history P0449, P0300, and P0172. The...
Branded Title and DMA Authorization - 03/12/2018
... Blocks section and the only the only thing I saw that required contacting the DMA for was if the customer believed the title was branded in error. The matrix says approval is needed, but in the comments it says to refer to Article 1.5 of the P&P...
Forum - 03/09/2018
Did your dealership receive some sort of confirmation that CAC agreed to the use of the voucher for the customer's repair vs for a maintenance service? If so, and you have elected to proceed, document the CAC case number with the transaction. Unless...
Forum - 03/23/2018
... done is to have management sign off on excess parts because they did have an issue relating to the customer concern, but the technician should be deciplined/reprimanded for not being thorough with documentation of diagnosis in the cause field. The warranty...
Forum - 03/19/2018
Front of the hard copy (aka shop copy, tech copy) with all of the other customer concerns. (P&P Article 3.2.12) Thanks!
Forum - 02/09/2018
... to a low coolant level her example clearly indicates that the thermostat is the failed part. If a customer actually complaining about a coolant leak and multiple leak sources were found, based on what I know, it would be done as OLH and parts for the...
Forum - 11/02/2017
Our takeaway after a recent warranty club meeting was that the objective of the PET is to provide a customer based experience rather than a focus on the individual repair. We are currently seeking clarification and will post the outcome on the Forum and...
Forum - 12/08/2017
I would agree with cnkraemer with this one. The customer pay job card with the details surrounding the issue will become a part of the service history file for the VIN - supporting why this is a c/p issue not warranty.
Forum - 12/05/2017
... parts or job cards for review and line item Q is taken directly from that bulletin. Q. WPC Return Reimbursement - Administrative Allowance, Postage and Core Service Agents will be reimbursed for their administrative time used in processing WPC part...
Forum - 12/07/2017
... card. The following is a documentation example for an add-on repair: Job B: Customer contacted service advisor at 1:05 pm on 11/14/2017 to state they had forgotten to mention that the passenger heated seat did not seem to be heating...
Forum - 10/18/2017
... causes then the two components would be claimed separately in two transactions. Because the customer expressed a single complaint, it would not be considered an add on. Authorize for repeat (pyramid) repair. ...
Forum - 09/21/2017
What is the fee for? GM reimburses the Service Agent the Customer Care and Aftersales published Service Agent net price plus the normal markup percentage allowance on all GM parts purchased from GM CCA. (Parts P&P Article 2.1)
Forum - 08/08/2017
This is definitely an extraordinary/unusual claim! Due to the customer concern not being duplicated, OLH was not applicable. Although there was significant support for the fuel expense, including approximately 250 elapsed miles documented in the mileage...
Re: DEALER INSTALLED PART WARRANTY. - 01/05/2016
Part Failures during the Same Repair Visit: If a part fails upon installation during a customer pay repair, the Service Agent should open a second line and submit as a ZPTI parts warranty. Either scenario would require Service Management approval. (From...
Re: What Would You Do - 05/16 - 06/06/2016
The service manager opted to handle this situation as Customer Enthusiasm - replacing both chrome assist steps. Kristen / jlwarranty
What Would You Do - 07/16 - 06/27/2016
... Malibu were brought into the local Chevrolet dealership within days of each other for the same customer concern: coolant leaking under the car. In each case the technician indicated that the coolant was low. Coolant was added and the system was pressure...
DPF REGENERATION - 09/29/2016
... IS NO LABOR OP FOR THIS SERVICE. HOW WOULD I CLAIM THIS UNDER WARRANTY? OR SHOULD THIS BE CUSTOMER PAY EVEN THOUGH IT WAS A NEWER VEHICLE? Or should it go under CCND since there was no problem with the vehicle just the soot?THANKS....
Re: GMPP Smart Protection - 07/11/2016
... 29.01-32.00 0610073 26.01-29.00 [/quote] The above labor operations are used when submitting for reimbursement for a GMPP Smart Care lube, oil, filter and tire rotation service (plans sold prior to 10/1/2013). GMPP Smart Care Wrap/Non-Wrap labor operations:...
What Would You Do - 10/16 - 09/27/2016
... and wheel assemblies from the front to the back and performed a recheck using the PicoScope. The customer was then instructed to drive the vehicle and follow up with the service department with any further issues. The customer followed up with...
Recall 14350 and key replacement - 09/22/2016
We've had several cases where customers are bringing in their after market keys with or without the original GM keys to have recall 14350 performed. My service manager is having us cut new keys to replace the after market ones and adding them...
Forum - 02/20/2017
Submit a parts warranty transaction for the repair and reimburse the customer??
0590052 - PDI RELATED ADD FLUIDS - 02/14/2017
... I HAVE A DIESEL COLORADO, THAT WE TOPPED THE DEF FLUID BEFORE HANDING IT TO THE CUSTOMER, AND WE USED ONE BOTTLE OF DEF FLUID. PART NUMBER 19286292. I PUT IT ON THE PARTS LINE WITH A QUANTITY OF ONE AND NOTHING ELSE. NO LABOR, BECAUSE...
Forum - 02/14/2017
... to submit for these materials in the net item field of the transaction for the appropriate reimbursement. If a fraction of a part (i.e. 1/4 bottle of antifreeze) is used, then only that fraction of the total parts allowance for that part should...
Forum - 03/21/2017
... consider the new line that was added as part of the MPVI line like a single concern. If a customer hasn't specifically asked to have something looked into or repaired then it would be considered an added operation. I just had a power steering...
Forum - 01/25/2017
The cashier's office close out customer pay types once the payment has been made. Typically the advisors close out internal pay types. I close out the warranty pay types after I've submitted them and the PDI pay types after I've...
Forum - 11/18/2016
... glass everywhere. He finally got out of our shop. I think our craziest story was the customer whose sons pet snake dinner (aka rat) got lose in her car and she drove it into our service lane to have our guys get the rat out of her car.&n...
2.4L Engine - 01/19/2017
... Its a lot of parts! I think he is changing some parts because he is in there and doesn't want the customer to have to come back and him have to tear the engine down again. But it's had for me to get everything paid for. He is putting down labor op 4066890...
What Would You Do - 01/17 - 12/21/2016
... a 6.6L diesel engine and 2014-2015 Chevrolet Cruze vehicles equipped with a 2.0L diesel engine. Customers with involved vehicles may experience the illumination of the malfunction indicator light due to an offset in the temperature sensor in the diesel...
... done is to have management sign off on excess parts because they did have an issue relating to the customer concern, but the technician should be deciplined/reprimanded for not being thorough with documentation of diagnosis in the cause field. The warranty...
Forum - 03/19/2018
Front of the hard copy (aka shop copy, tech copy) with all of the other customer concerns. (P&P Article 3.2.12) Thanks!
Forum - 02/09/2018
... to a low coolant level her example clearly indicates that the thermostat is the failed part. If a customer actually complaining about a coolant leak and multiple leak sources were found, based on what I know, it would be done as OLH and parts for the...
Forum - 11/02/2017
Our takeaway after a recent warranty club meeting was that the objective of the PET is to provide a customer based experience rather than a focus on the individual repair. We are currently seeking clarification and will post the outcome on the Forum and...
Forum - 12/08/2017
I would agree with cnkraemer with this one. The customer pay job card with the details surrounding the issue will become a part of the service history file for the VIN - supporting why this is a c/p issue not warranty.
Forum - 12/05/2017
... parts or job cards for review and line item Q is taken directly from that bulletin. Q. WPC Return Reimbursement - Administrative Allowance, Postage and Core Service Agents will be reimbursed for their administrative time used in processing WPC part...
Forum - 12/07/2017
... card. The following is a documentation example for an add-on repair: Job B: Customer contacted service advisor at 1:05 pm on 11/14/2017 to state they had forgotten to mention that the passenger heated seat did not seem to be heating...
Forum - 10/18/2017
... causes then the two components would be claimed separately in two transactions. Because the customer expressed a single complaint, it would not be considered an add on. Authorize for repeat (pyramid) repair. ...
Forum - 09/21/2017
What is the fee for? GM reimburses the Service Agent the Customer Care and Aftersales published Service Agent net price plus the normal markup percentage allowance on all GM parts purchased from GM CCA. (Parts P&P Article 2.1)
Forum - 08/08/2017
This is definitely an extraordinary/unusual claim! Due to the customer concern not being duplicated, OLH was not applicable. Although there was significant support for the fuel expense, including approximately 250 elapsed miles documented in the mileage...
Re: DEALER INSTALLED PART WARRANTY. - 01/05/2016
Part Failures during the Same Repair Visit: If a part fails upon installation during a customer pay repair, the Service Agent should open a second line and submit as a ZPTI parts warranty. Either scenario would require Service Management approval. (From...
Re: What Would You Do - 05/16 - 06/06/2016
The service manager opted to handle this situation as Customer Enthusiasm - replacing both chrome assist steps. Kristen / jlwarranty
What Would You Do - 07/16 - 06/27/2016
... Malibu were brought into the local Chevrolet dealership within days of each other for the same customer concern: coolant leaking under the car. In each case the technician indicated that the coolant was low. Coolant was added and the system was pressure...
DPF REGENERATION - 09/29/2016
... IS NO LABOR OP FOR THIS SERVICE. HOW WOULD I CLAIM THIS UNDER WARRANTY? OR SHOULD THIS BE CUSTOMER PAY EVEN THOUGH IT WAS A NEWER VEHICLE? Or should it go under CCND since there was no problem with the vehicle just the soot?THANKS....
Re: GMPP Smart Protection - 07/11/2016
... 29.01-32.00 0610073 26.01-29.00 [/quote] The above labor operations are used when submitting for reimbursement for a GMPP Smart Care lube, oil, filter and tire rotation service (plans sold prior to 10/1/2013). GMPP Smart Care Wrap/Non-Wrap labor operations:...
What Would You Do - 10/16 - 09/27/2016
... and wheel assemblies from the front to the back and performed a recheck using the PicoScope. The customer was then instructed to drive the vehicle and follow up with the service department with any further issues. The customer followed up with...
Recall 14350 and key replacement - 09/22/2016
We've had several cases where customers are bringing in their after market keys with or without the original GM keys to have recall 14350 performed. My service manager is having us cut new keys to replace the after market ones and adding them...
Forum - 02/20/2017
Submit a parts warranty transaction for the repair and reimburse the customer??
0590052 - PDI RELATED ADD FLUIDS - 02/14/2017
... I HAVE A DIESEL COLORADO, THAT WE TOPPED THE DEF FLUID BEFORE HANDING IT TO THE CUSTOMER, AND WE USED ONE BOTTLE OF DEF FLUID. PART NUMBER 19286292. I PUT IT ON THE PARTS LINE WITH A QUANTITY OF ONE AND NOTHING ELSE. NO LABOR, BECAUSE...
Forum - 02/14/2017
... to submit for these materials in the net item field of the transaction for the appropriate reimbursement. If a fraction of a part (i.e. 1/4 bottle of antifreeze) is used, then only that fraction of the total parts allowance for that part should...
Forum - 03/21/2017
... consider the new line that was added as part of the MPVI line like a single concern. If a customer hasn't specifically asked to have something looked into or repaired then it would be considered an added operation. I just had a power steering...
Forum - 01/25/2017
The cashier's office close out customer pay types once the payment has been made. Typically the advisors close out internal pay types. I close out the warranty pay types after I've submitted them and the PDI pay types after I've...
Forum - 11/18/2016
... glass everywhere. He finally got out of our shop. I think our craziest story was the customer whose sons pet snake dinner (aka rat) got lose in her car and she drove it into our service lane to have our guys get the rat out of her car.&n...
2.4L Engine - 01/19/2017
... Its a lot of parts! I think he is changing some parts because he is in there and doesn't want the customer to have to come back and him have to tear the engine down again. But it's had for me to get everything paid for. He is putting down labor op 4066890...
What Would You Do - 01/17 - 12/21/2016
... a 6.6L diesel engine and 2014-2015 Chevrolet Cruze vehicles equipped with a 2.0L diesel engine. Customers with involved vehicles may experience the illumination of the malfunction indicator light due to an offset in the temperature sensor in the diesel...
Forum - 12/23/2016
... the vehicle is registered. We are very close to both NJ and NY and pretty frequently get customers from both states and we need to be pretty careful with emissions coverage. Now too, the coverages have jumped up to 15/150 even for select...
Camshaft Cover and Intake Manifold - 01/12/2017
The customer comes in with a complaint of check engine light. The tech found and followed the procedures on PIP5197C and found that the camshaft cover was leaking and replaced it and also checked as per PIP5197C the intake manifold and found that the...
Forum - 05/05/2017
... we are doing. First off, we are being debited on certain job cards because of "incorrect/no customer signature", but there is a signature from our service manager in that spot. So we looked up in the manual and it states there needs to be a reason...
Forum - 05/11/2017
I have submitted all 3, from a Chevy, Buick, GMC dealer. The maintenances are limited to only a couple customers who refuse to deal with the local Cadillac dealer, and that has to be noted every time they come in. We also cannot do the "Cadillac" lev...
What Would You Do - 05/17 - 04/17/2017
... brake lamp replacement was submitted for warranty payment. Approximately a week later the customer returned to the dealership to have the ordered headliner installed. A new job card was written with the headliner panel charged out. Rather than...
Forum - 03/22/2017
Appears as though the customer returned within 90 days from original repair and had a similar concern. Your advisors should be gathering this information at the time of write up and if it is a similar concern, obtaining management authorization at th...
Forum - 03/23/2017
I misunderstood your situation. If a customer has a concern that a part needs to be ordered for, there's no added operation even if you close that ro and open a new ro when they come back. The same concern must be stated on the new ro though. No...
WARRANTY REPLACEMENT PART FAILED AFTER BUMPER-TO BUMPER EXPIRED - 05/25/2023
... are going to have to be replaced again, but bumper -to-bumper has expired. I say they should be customer pay. The argument is that they should be claimed as a service installed part failure. Correct me if I am wrong, but the injectors that were replaced...
Forum - 05/26/2023
... if it has been over 12 months it should be COD. The only way you get the 24 month is if the customer pays a participation amount on the original repair, as if you did policy and then they failed later on....
Battery Replacement - 06/14/2023
... it? Were you able to get the battery paid. (FYI this is a parts warranty on an engine that the customer previously purchased and had us install).Thanks, Carol...
Forum - 05/01/2023
If you are saying a customer paid for a transmission installation and you are doing a 3 year 100,000 mile warranty transaction on the SRTA (service replacement transmission assembly) that is processed as a parts warranty. It is coded ZPTI but the rest...
Bulletin 21-NA-095 - 05/19/2023
... P code then what is listed on the bulletin can I still use this bulletin? It just says "some customers may comment that the MIL is illuminated" " Some technicians may find DTC P1488 or P24DA set in the ECM." Does it sound like it has to be these...
Two lines or One? - 09/05/2023
Customer reports intermittant groaning type of noise from possible left front end area on gradual acceleration from stops. Tech found bulletin doc 5733131 to exchange differential fluid. He did that. It was better but noise was still there. Found ...
Transmission Flush - 10/18/2023
I am wondering if any one else is dealing with this. Customer is coming in with shifting issues with the transmission and a shudder when the torque converter is engaging. After following diagnostics and talking to TAC tech is being advised to flush the...
Forum - 04/10/2023
... Another helpful resource within the Warranty Resource Center: Warranty Expense Management. Customer Enthusiasm, Policy and Recalls, and Goodwill labor operations are excluded from the service agent expense analysis process....
What Would You Do? - 05/23 - 04/25/2023
... have their vehicle serviced at the dealership to receive the software updates.On the date of the customer’s scheduled appointment, the recall was listed as open on IVH, so it was included on the job card write up and performed by the technician.The...
Forum - 02/07/2023
... tech should receive some instruction on verifying a repair before the vehicle is returned to the customer....
Forum - 03/03/2023
... when required to satisfy any repair covered under the New Vehicle Limited Warranty period. Reimbursement applies only to GM parts expedited for New Vehicle Limited Warranty repairs. The allowed amount is to be claimed as a Net item in the “Parts...
Transmission over the counter claim - 01/18/2023
I have another shop (non-GM) that purchased a Transmission assembly over the counter that then had the customer return with the transmission failed. After H-routing the ZPTC claim, it was Rejected stating the Serial numbers are required even for...
New GM trick - basically it is theft - 12/20/2022
In the last 2 days I am running into a bunch of recall issues on new units.I have a few customer and PDI tickets, you open the ticket and check the VIS, open recall. In the shop for a day or two then you get the invoice to process the recall and GM closed...
Forum - 06/21/2022
... and this is submitted as a single-line transaction. If the installation of a defective part was customer pay then you add a line to do the parts warranty....
Forum - 07/18/2022
... where we finished a torque converter repair in two days (tech punched on 7.7 and off 7.9) well the customer never brought the rental back until 7.16, so my concern now is if I submit for 9 days rental, but process my claims date as 7.9 for 95/5 compliance...
Major Guard Claims - 07/22/2022
... have been ZSCT. It was not there. I continued the the claim but it kept rejecting for not policy, customer has extended warranty. After about a total of 2 hours on the phone and being transfered to many departments i called Kristen which is what i should...
Forum - 01/19/2022
Refer to Service P&P Article 5.4 Sublet Repairs: Sublet invoices are to contain the customers VIN, date of repair, and a complete description of repairs performed, as well as the independent business name, address, and contact information. Generic...
TOWING LABOR OP - 01/05/2022
Customer did not contact roadside assistance and had their vehicle towed in by a company. We ended up not finding a warrantable concern. Is there a labor op to submit for just the tow? I found 0590019 in the pre-delivery section of LTG, but it says "MIC ...
... the vehicle is registered. We are very close to both NJ and NY and pretty frequently get customers from both states and we need to be pretty careful with emissions coverage. Now too, the coverages have jumped up to 15/150 even for select...
Camshaft Cover and Intake Manifold - 01/12/2017
The customer comes in with a complaint of check engine light. The tech found and followed the procedures on PIP5197C and found that the camshaft cover was leaking and replaced it and also checked as per PIP5197C the intake manifold and found that the...
Forum - 05/05/2017
... we are doing. First off, we are being debited on certain job cards because of "incorrect/no customer signature", but there is a signature from our service manager in that spot. So we looked up in the manual and it states there needs to be a reason...
Forum - 05/11/2017
I have submitted all 3, from a Chevy, Buick, GMC dealer. The maintenances are limited to only a couple customers who refuse to deal with the local Cadillac dealer, and that has to be noted every time they come in. We also cannot do the "Cadillac" lev...
What Would You Do - 05/17 - 04/17/2017
... brake lamp replacement was submitted for warranty payment. Approximately a week later the customer returned to the dealership to have the ordered headliner installed. A new job card was written with the headliner panel charged out. Rather than...
Forum - 03/22/2017
Appears as though the customer returned within 90 days from original repair and had a similar concern. Your advisors should be gathering this information at the time of write up and if it is a similar concern, obtaining management authorization at th...
Forum - 03/23/2017
I misunderstood your situation. If a customer has a concern that a part needs to be ordered for, there's no added operation even if you close that ro and open a new ro when they come back. The same concern must be stated on the new ro though. No...
WARRANTY REPLACEMENT PART FAILED AFTER BUMPER-TO BUMPER EXPIRED - 05/25/2023
... are going to have to be replaced again, but bumper -to-bumper has expired. I say they should be customer pay. The argument is that they should be claimed as a service installed part failure. Correct me if I am wrong, but the injectors that were replaced...
Forum - 05/26/2023
... if it has been over 12 months it should be COD. The only way you get the 24 month is if the customer pays a participation amount on the original repair, as if you did policy and then they failed later on....
Battery Replacement - 06/14/2023
... it? Were you able to get the battery paid. (FYI this is a parts warranty on an engine that the customer previously purchased and had us install).Thanks, Carol...
Forum - 05/01/2023
If you are saying a customer paid for a transmission installation and you are doing a 3 year 100,000 mile warranty transaction on the SRTA (service replacement transmission assembly) that is processed as a parts warranty. It is coded ZPTI but the rest...
Bulletin 21-NA-095 - 05/19/2023
... P code then what is listed on the bulletin can I still use this bulletin? It just says "some customers may comment that the MIL is illuminated" " Some technicians may find DTC P1488 or P24DA set in the ECM." Does it sound like it has to be these...
Two lines or One? - 09/05/2023
Customer reports intermittant groaning type of noise from possible left front end area on gradual acceleration from stops. Tech found bulletin doc 5733131 to exchange differential fluid. He did that. It was better but noise was still there. Found ...
Transmission Flush - 10/18/2023
I am wondering if any one else is dealing with this. Customer is coming in with shifting issues with the transmission and a shudder when the torque converter is engaging. After following diagnostics and talking to TAC tech is being advised to flush the...
Forum - 04/10/2023
... Another helpful resource within the Warranty Resource Center: Warranty Expense Management. Customer Enthusiasm, Policy and Recalls, and Goodwill labor operations are excluded from the service agent expense analysis process....
What Would You Do? - 05/23 - 04/25/2023
... have their vehicle serviced at the dealership to receive the software updates.On the date of the customer’s scheduled appointment, the recall was listed as open on IVH, so it was included on the job card write up and performed by the technician.The...
Forum - 02/07/2023
... tech should receive some instruction on verifying a repair before the vehicle is returned to the customer....
Forum - 03/03/2023
... when required to satisfy any repair covered under the New Vehicle Limited Warranty period. Reimbursement applies only to GM parts expedited for New Vehicle Limited Warranty repairs. The allowed amount is to be claimed as a Net item in the “Parts...
Transmission over the counter claim - 01/18/2023
I have another shop (non-GM) that purchased a Transmission assembly over the counter that then had the customer return with the transmission failed. After H-routing the ZPTC claim, it was Rejected stating the Serial numbers are required even for...
New GM trick - basically it is theft - 12/20/2022
In the last 2 days I am running into a bunch of recall issues on new units.I have a few customer and PDI tickets, you open the ticket and check the VIS, open recall. In the shop for a day or two then you get the invoice to process the recall and GM closed...
Forum - 06/21/2022
... and this is submitted as a single-line transaction. If the installation of a defective part was customer pay then you add a line to do the parts warranty....
Forum - 07/18/2022
... where we finished a torque converter repair in two days (tech punched on 7.7 and off 7.9) well the customer never brought the rental back until 7.16, so my concern now is if I submit for 9 days rental, but process my claims date as 7.9 for 95/5 compliance...
Major Guard Claims - 07/22/2022
... have been ZSCT. It was not there. I continued the the claim but it kept rejecting for not policy, customer has extended warranty. After about a total of 2 hours on the phone and being transfered to many departments i called Kristen which is what i should...
Forum - 01/19/2022
Refer to Service P&P Article 5.4 Sublet Repairs: Sublet invoices are to contain the customers VIN, date of repair, and a complete description of repairs performed, as well as the independent business name, address, and contact information. Generic...
TOWING LABOR OP - 01/05/2022
Customer did not contact roadside assistance and had their vehicle towed in by a company. We ended up not finding a warrantable concern. Is there a labor op to submit for just the tow? I found 0590019 in the pre-delivery section of LTG, but it says "MIC ...
Global Reset - 04/06/2022
... are supposed to stop after about 20 minutes for the CCND LOP. I've got a claim where Customer reports auto stop is inop. Test drove, verified concern. Scanned, no codes. Checked all parameters and verified that all criteria was met for auto...
What Would You Do - 08/20 - 07/30/2020
... was dispatched to the technician that reviewed SI for available bulletins that addressed the customer’s concern. Bulletin 20-NA-020 Brake Squealing Noise was recently updated and appeared to correlate with the concern. The bulletin describes...
Forum - 09/01/2020
... card and retained in the vehicle history folder. When necessary, the dealership is to contact the customer to obtain further details on the service requests and document detailed customer concerns on the job card prior to work being performed. Any concerns...
What Would You Do - 09/20 - 08/25/2020
... had a concern with the transmission shuddering. The technician performed a road test to verify the customer’s concern, finding a 2-3 slip and the converter shudder. To diagnose the condition the technician performed a line pressure test three...
Coronavirus - 03/27/2020
... role within the team. Has the service department noticed a significant increase or decrease in customer traffic? Have you or someone on your team experienced a self-quarantine situation? If so, has it affected your ability to perform your specific responsibilities? ...
Forum - 01/29/2021
... card open/close date) must also provide support for the rental. Management approval for placing a customer in a rental is not a requirement....
Forum - 01/07/2021
You are right, it is an added line but it isn't really an "add line" because it is related to the customer's original concern and it isn't something you found unrelated to what they brought it in for.
Forum - 09/04/2020
FranB63: that is correct - there is not a definitive GM policy on customer signature at time of vehicle pick up. Have a great weekend : )
3Cs when parts come in - 10/23/2020
There's been a few ROs recently where the customer has returned for an ordered part to be installed. In the technician notes for the repair, their "cause" is "see previous RO for diag." They do have good notes on the previous RO, which...
Forum - 11/20/2020
In this situation, the warranty administrator worked with the service advisor to have the customer return to the dealership to have the recall completed in its entirety. Once completed, the claim was submitted for payment. Thanks craigp!
Forum - 11/20/2020
... prior approval is necessary when a repair is more cost effective, but an assembly is replaced for customer satisfaction....
What Would You Do - 12/20 - 11/25/2020
A technician performed a battery test on a customer’s 2019 Silverado with 10,520 miles on the odometer. The test was performed using the EL-52800 Diagnostic Charge Battery Station. Rather than using the VIN scan feature available with the DCBS tester,...
Part Failures during the Same Repair Visit? - 09/30/2021
... repair line with an explanation of the additional part. If a part fails upon installation during a customer pay repair, the Service Agent should open a second line and submit as a ZPTI parts warranty. Either scenario would require Service Management...
Forum - 11/04/2021
... Transmission Canister Filter Replacement. In other words it looks to me that .... if a Corvette customer comes in and is " concerned " about their responsibility for maintaining their Dual Clutch Transmission. Specifically... how often to replace the...
What Would You Do - 09/21 - 08/30/2021
... carry the part, and it was not available locally, the part was ordered.Once the part came in the customer was contacted to return to the dealership with their vehicle for installation/repair. The technician opened up the shipping container to install...
Forum - 06/10/2021
This is one i think is pretty good. Customer complains of stiff brakes sometimes. (Cause) Vacuum pump not supplying enough vacuum at lower speeds. (Correction) Test drove at low speed. Brakes taking more effort to stop at low speeds. Check all hoses and...
Forum - 05/25/2021
... Operations Manual" on the main JLW page. "Early bird/night drop envelopes, completed by the customer, provide an acceptable customer authorization. The early bird envelope or drop off form must be attached to the job card. While the envelope does not...
Forum - 05/17/2018
If the customer opted for a non-GM part then the warranty would be provided through the parts supplier. Any expenses related to the repair would be handled inside whatever policies the aftermarket provide has. I think kristen is saying you might have...
Parts Warranty vs Powertrain Warranty - 06/18/2018
... powertrain warranty by time. Doesn't the parts warranty carry on for the 12/12? Whatever is in the customer's best interest? Or does the warranty for the part just end with the powertrain. Thanks for any info or document numbers to look up....
Forum - 05/10/2018
... warranty period, towing will be covered. Use of GM Roadside Assistance is encouraged to facilitate customer towing needs. In the event Roadside Assistance was not utilized for towing, towing charges may be submitted on the warranty transaction under...
Forum - 04/11/2018
... "on line support center". I was told that the campaign needs to stay open in case the next customer that may own the vehicle wants it done. All I was told to do was discontinue the mailings, or put a note in the system under their account...
Radio Reset - 04/17/2018
... It's on a 2017 GMC Yukon XL (4WD) with RPO codes IO5 and U2L. I will also add the 3Cs .Concern: "Customer states the display on the radio screen is cut off and can't read the numbers of the station. Please check and advise."Cause: "Found screen locked...
Forum - 07/09/2018
... Mgr do a DMA Pre-Auth request form)is to override any amount the calculator would show as customer participation, so that it doesn't count against us on our Policy adherence. Here in NW Florida any deviation counts against us :)...
Bulletin #PI0564J: Wax Coating on Frame Peeling, Metal Shows Corrosion/Rusting - 07/24/2018
Ok, so we have customer here with 2012 sierra with 59k miles that is obviously out of bumper to bumper. Our body shop is saying that we can still use this bulletin #PI0564J: Wax Coating on Frame Peeling, Metal Shows Corrosion/Rusting even though...
Forum - 08/17/2018
... has all the required information on it before you submit it. I usually just ensure the VIN and customer info is on the invoice. I have never seen a rule that says you can't write it, just that it has to be on there....
... are supposed to stop after about 20 minutes for the CCND LOP. I've got a claim where Customer reports auto stop is inop. Test drove, verified concern. Scanned, no codes. Checked all parameters and verified that all criteria was met for auto...
What Would You Do - 08/20 - 07/30/2020
... was dispatched to the technician that reviewed SI for available bulletins that addressed the customer’s concern. Bulletin 20-NA-020 Brake Squealing Noise was recently updated and appeared to correlate with the concern. The bulletin describes...
Forum - 09/01/2020
... card and retained in the vehicle history folder. When necessary, the dealership is to contact the customer to obtain further details on the service requests and document detailed customer concerns on the job card prior to work being performed. Any concerns...
What Would You Do - 09/20 - 08/25/2020
... had a concern with the transmission shuddering. The technician performed a road test to verify the customer’s concern, finding a 2-3 slip and the converter shudder. To diagnose the condition the technician performed a line pressure test three...
Coronavirus - 03/27/2020
... role within the team. Has the service department noticed a significant increase or decrease in customer traffic? Have you or someone on your team experienced a self-quarantine situation? If so, has it affected your ability to perform your specific responsibilities? ...
Forum - 01/29/2021
... card open/close date) must also provide support for the rental. Management approval for placing a customer in a rental is not a requirement....
Forum - 01/07/2021
You are right, it is an added line but it isn't really an "add line" because it is related to the customer's original concern and it isn't something you found unrelated to what they brought it in for.
Forum - 09/04/2020
FranB63: that is correct - there is not a definitive GM policy on customer signature at time of vehicle pick up. Have a great weekend : )
3Cs when parts come in - 10/23/2020
There's been a few ROs recently where the customer has returned for an ordered part to be installed. In the technician notes for the repair, their "cause" is "see previous RO for diag." They do have good notes on the previous RO, which...
Forum - 11/20/2020
In this situation, the warranty administrator worked with the service advisor to have the customer return to the dealership to have the recall completed in its entirety. Once completed, the claim was submitted for payment. Thanks craigp!
Forum - 11/20/2020
... prior approval is necessary when a repair is more cost effective, but an assembly is replaced for customer satisfaction....
What Would You Do - 12/20 - 11/25/2020
A technician performed a battery test on a customer’s 2019 Silverado with 10,520 miles on the odometer. The test was performed using the EL-52800 Diagnostic Charge Battery Station. Rather than using the VIN scan feature available with the DCBS tester,...
Part Failures during the Same Repair Visit? - 09/30/2021
... repair line with an explanation of the additional part. If a part fails upon installation during a customer pay repair, the Service Agent should open a second line and submit as a ZPTI parts warranty. Either scenario would require Service Management...
Forum - 11/04/2021
... Transmission Canister Filter Replacement. In other words it looks to me that .... if a Corvette customer comes in and is " concerned " about their responsibility for maintaining their Dual Clutch Transmission. Specifically... how often to replace the...
What Would You Do - 09/21 - 08/30/2021
... carry the part, and it was not available locally, the part was ordered.Once the part came in the customer was contacted to return to the dealership with their vehicle for installation/repair. The technician opened up the shipping container to install...
Forum - 06/10/2021
This is one i think is pretty good. Customer complains of stiff brakes sometimes. (Cause) Vacuum pump not supplying enough vacuum at lower speeds. (Correction) Test drove at low speed. Brakes taking more effort to stop at low speeds. Check all hoses and...
Forum - 05/25/2021
... Operations Manual" on the main JLW page. "Early bird/night drop envelopes, completed by the customer, provide an acceptable customer authorization. The early bird envelope or drop off form must be attached to the job card. While the envelope does not...
Forum - 05/17/2018
If the customer opted for a non-GM part then the warranty would be provided through the parts supplier. Any expenses related to the repair would be handled inside whatever policies the aftermarket provide has. I think kristen is saying you might have...
Parts Warranty vs Powertrain Warranty - 06/18/2018
... powertrain warranty by time. Doesn't the parts warranty carry on for the 12/12? Whatever is in the customer's best interest? Or does the warranty for the part just end with the powertrain. Thanks for any info or document numbers to look up....
Forum - 05/10/2018
... warranty period, towing will be covered. Use of GM Roadside Assistance is encouraged to facilitate customer towing needs. In the event Roadside Assistance was not utilized for towing, towing charges may be submitted on the warranty transaction under...
Forum - 04/11/2018
... "on line support center". I was told that the campaign needs to stay open in case the next customer that may own the vehicle wants it done. All I was told to do was discontinue the mailings, or put a note in the system under their account...
Radio Reset - 04/17/2018
... It's on a 2017 GMC Yukon XL (4WD) with RPO codes IO5 and U2L. I will also add the 3Cs .Concern: "Customer states the display on the radio screen is cut off and can't read the numbers of the station. Please check and advise."Cause: "Found screen locked...
Forum - 07/09/2018
... Mgr do a DMA Pre-Auth request form)is to override any amount the calculator would show as customer participation, so that it doesn't count against us on our Policy adherence. Here in NW Florida any deviation counts against us :)...
Bulletin #PI0564J: Wax Coating on Frame Peeling, Metal Shows Corrosion/Rusting - 07/24/2018
Ok, so we have customer here with 2012 sierra with 59k miles that is obviously out of bumper to bumper. Our body shop is saying that we can still use this bulletin #PI0564J: Wax Coating on Frame Peeling, Metal Shows Corrosion/Rusting even though...
Forum - 08/17/2018
... has all the required information on it before you submit it. I usually just ensure the VIN and customer info is on the invoice. I have never seen a rule that says you can't write it, just that it has to be on there....
Forum - 10/01/2018
... that Concern Not Duplicated LOP's pay to make sure we're doing all we can for the customer? ...
Forum - 10/15/2018
... with a new one that would program. So in the end, it was a parts warranty. I guess at first it was customer pay because we just thought they couldn't get it programmed, and then the service advisor didn't listen to the parts manager and changed it i...
Forum - 10/05/2018
Service advisors must obtain as much detail from the customer as possible at time of write up and review IVH to determine available warranty coverage. The repair line would then be coded appropriately. If for some reason there is a change in responsibility...
Would this be considered Warrantable? - 10/05/2018
... stated that they could not program it. So we flashed the TCM and got it programmed. It started as customer pay, then got changed to internal. Now, the Parts Manager is telling the Service Manager it should've been a parts warranty and that GM should...
Forum - 01/11/2019
Hi Kristen, Yes, the Brake pad Labor code is the only warranty line. Failure was found on customer pay brake service. Hope that is the information you are looking for. Thank you
Forum - 01/10/2019
My store policy is any add lines are documented as follows: "Added operation, *complaint*, customer approved by *method of approval*, *date and time of approved by the customer*." Management approval is required for the add line with an additional date...
DIRT REMOVAL to access - 02/08/2019
... time on this. What do any of you who have this issue do...internal the time to remove, charge the customer?...
Forum - 11/30/2018
... recording on the job card when a one-way or two-way shuttle is provided to the retail customer. ...
2019 Prepaid Maintenance - 12/05/2018
... is something I can print and place in the hands of my advisors from GM (Chevy) that shows what the customer is supposed to get. Lord knows we already have enough trouble with them keeping track of 2 being done....
Up Assembly Claim Help - 11/23/2018
... The last thing I read on this said that they only do that now by request from the dealer on customer pay. My thinking is that we should submit with the rear axle billed, using the rear axle labor operation, and the carrier as the failed part without...
REPORTING NEGLECT IN CLAIM FORM - 01/03/2020
I had a customer come in for an oil change and long story short, It was the first oil change for the vehicle. The SUV was purchased 2 years ago and it now had 29992 miles on it. My Serv Mgr and DMA are good with filing a claim for neglect so some unsuspecting...
Forum - 01/07/2020
... information on our end. It is now scanned into our system and we made a note of it attached to her customer number. We always ask for proof of maintenance if it doesn't appear in the GM Dealer repairs history. I was just hoping there was a way to "make...
Forum - 02/07/2020
Oh, you can cut the cord off at a customer request. Just don't look for GM to pay it. That is why I submitted feedback that they summarily ignored. I would not advise doing it because you can't bill GM and I think it leaves you in an awkward position...
Forum - 02/17/2020
... op code in Global as ZSET. part only. no labor. It will be a 0 amount but will add to build and customer will have warranty on the GM accessory....
Forum - 01/28/2020
... case warrants it, contact the WSC for guidance prior to submission. Definitely coach/counsel the customer to use Roadside Assistance in the future, as well as advising of the ramifications of not having the vehicle towed to the closest dealership fo...
Forum - 03/02/2020
So do we reimburse the customer the exact amount that he paid for the repair? This was how I thought it worked. However my new manager says that it should be the amount that it would have cost under warranty which is always much less. If we do reimburse...
Forum - 02/07/2020
... is significantly beyond what would be covered by the vehicle's warranty. On a side note, Customer Enthusiasm is used in situations when the vehicle is within the time and mileage limitatons of the applicable warranty coverage that are not the result...
Forum - 08/12/2019
... retention, timekeeping all per GM P&P. Make sure to submit with a copy of the invoice showing customer payment for the first installed part....
Forum - 06/21/2019
That is correct 1MaryRuble. Typically dealers will close the job card with the dye charged out internally. When the customer returns with a warrantable defect, reference the previous closed job card with the dye charged out.
PDI TIME PUNCH - 09/26/2019
... the advisor writes up the Job Card incorrectly and say for instance an oil change is written up as Customer Pay my tech will see the "C" and will not punch when they see the "C" but if they see a "W" then they typically punch. How do you usually...
Forum - 05/22/2019
Was this a warranty repair? If so, why was the customer charged at their first visit (to your store)?
GM RECALL 17119 Water Intrusion Into Battery Tub - 05/13/2019
A customer with a vehicle out of base warranty has presented a vehicle that has exhibited water intrusion, damaging the DC/DC converter as described in the above mentioned recall. The condition is:Certain 2016-2017 model year Chevrolet Cruze vehicles...
Policy on an over the counter part - 05/20/2019
... manager has agreed to policy and extend the warranty on an over the counter part. The customer has paid for the labor but the part was put under warranty. I have never done this before. Can I claim an OTC part as a policy repair? The part was originally...
What Would You Do - 04/19 - 03/26/2019
... 13,000 miles on the odometer when the repair was written up in March of this year. The customer concern stated that the right front seat bottom was discolored. The technician inspected the seat and determined that it was necessary to replace the...
Forum - 12/27/2023
... they don't get me the information to extend it it doesn't get done. I have them tell me when the customer went in the rental so I can gently remind them but the time it needs to be done that I need the information. I don't feel as a warranty administrator...
... that Concern Not Duplicated LOP's pay to make sure we're doing all we can for the customer? ...
Forum - 10/15/2018
... with a new one that would program. So in the end, it was a parts warranty. I guess at first it was customer pay because we just thought they couldn't get it programmed, and then the service advisor didn't listen to the parts manager and changed it i...
Forum - 10/05/2018
Service advisors must obtain as much detail from the customer as possible at time of write up and review IVH to determine available warranty coverage. The repair line would then be coded appropriately. If for some reason there is a change in responsibility...
Would this be considered Warrantable? - 10/05/2018
... stated that they could not program it. So we flashed the TCM and got it programmed. It started as customer pay, then got changed to internal. Now, the Parts Manager is telling the Service Manager it should've been a parts warranty and that GM should...
Forum - 01/11/2019
Hi Kristen, Yes, the Brake pad Labor code is the only warranty line. Failure was found on customer pay brake service. Hope that is the information you are looking for. Thank you
Forum - 01/10/2019
My store policy is any add lines are documented as follows: "Added operation, *complaint*, customer approved by *method of approval*, *date and time of approved by the customer*." Management approval is required for the add line with an additional date...
DIRT REMOVAL to access - 02/08/2019
... time on this. What do any of you who have this issue do...internal the time to remove, charge the customer?...
Forum - 11/30/2018
... recording on the job card when a one-way or two-way shuttle is provided to the retail customer. ...
2019 Prepaid Maintenance - 12/05/2018
... is something I can print and place in the hands of my advisors from GM (Chevy) that shows what the customer is supposed to get. Lord knows we already have enough trouble with them keeping track of 2 being done....
Up Assembly Claim Help - 11/23/2018
... The last thing I read on this said that they only do that now by request from the dealer on customer pay. My thinking is that we should submit with the rear axle billed, using the rear axle labor operation, and the carrier as the failed part without...
REPORTING NEGLECT IN CLAIM FORM - 01/03/2020
I had a customer come in for an oil change and long story short, It was the first oil change for the vehicle. The SUV was purchased 2 years ago and it now had 29992 miles on it. My Serv Mgr and DMA are good with filing a claim for neglect so some unsuspecting...
Forum - 01/07/2020
... information on our end. It is now scanned into our system and we made a note of it attached to her customer number. We always ask for proof of maintenance if it doesn't appear in the GM Dealer repairs history. I was just hoping there was a way to "make...
Forum - 02/07/2020
Oh, you can cut the cord off at a customer request. Just don't look for GM to pay it. That is why I submitted feedback that they summarily ignored. I would not advise doing it because you can't bill GM and I think it leaves you in an awkward position...
Forum - 02/17/2020
... op code in Global as ZSET. part only. no labor. It will be a 0 amount but will add to build and customer will have warranty on the GM accessory....
Forum - 01/28/2020
... case warrants it, contact the WSC for guidance prior to submission. Definitely coach/counsel the customer to use Roadside Assistance in the future, as well as advising of the ramifications of not having the vehicle towed to the closest dealership fo...
Forum - 03/02/2020
So do we reimburse the customer the exact amount that he paid for the repair? This was how I thought it worked. However my new manager says that it should be the amount that it would have cost under warranty which is always much less. If we do reimburse...
Forum - 02/07/2020
... is significantly beyond what would be covered by the vehicle's warranty. On a side note, Customer Enthusiasm is used in situations when the vehicle is within the time and mileage limitatons of the applicable warranty coverage that are not the result...
Forum - 08/12/2019
... retention, timekeeping all per GM P&P. Make sure to submit with a copy of the invoice showing customer payment for the first installed part....
Forum - 06/21/2019
That is correct 1MaryRuble. Typically dealers will close the job card with the dye charged out internally. When the customer returns with a warrantable defect, reference the previous closed job card with the dye charged out.
PDI TIME PUNCH - 09/26/2019
... the advisor writes up the Job Card incorrectly and say for instance an oil change is written up as Customer Pay my tech will see the "C" and will not punch when they see the "C" but if they see a "W" then they typically punch. How do you usually...
Forum - 05/22/2019
Was this a warranty repair? If so, why was the customer charged at their first visit (to your store)?
GM RECALL 17119 Water Intrusion Into Battery Tub - 05/13/2019
A customer with a vehicle out of base warranty has presented a vehicle that has exhibited water intrusion, damaging the DC/DC converter as described in the above mentioned recall. The condition is:Certain 2016-2017 model year Chevrolet Cruze vehicles...
Policy on an over the counter part - 05/20/2019
... manager has agreed to policy and extend the warranty on an over the counter part. The customer has paid for the labor but the part was put under warranty. I have never done this before. Can I claim an OTC part as a policy repair? The part was originally...
What Would You Do - 04/19 - 03/26/2019
... 13,000 miles on the odometer when the repair was written up in March of this year. The customer concern stated that the right front seat bottom was discolored. The technician inspected the seat and determined that it was necessary to replace the...
Forum - 12/27/2023
... they don't get me the information to extend it it doesn't get done. I have them tell me when the customer went in the rental so I can gently remind them but the time it needs to be done that I need the information. I don't feel as a warranty administrator...
Forum - 11/27/2023
I had it happen w hen none of the LPO'S arrived at time of delivery and the vehicle had about 5000 miles when the customer returned. I just h-routed and it was paid.
Forum - 12/12/2023
... by no means do I permit issues to go unchecked. It's just difficult when you have a line of customers in front of you and you need to close out a CPO oil change, and you need to look up the specific vehicle to see how much GM will pay, then sometimes...
Forum - 01/16/2024
... Can you contact your WSC rep and explain the situation? Seems like you should be able to get the customer reimbursed for that one. ...
Forum - 03/05/2024
Sorry I am late to the show, but yeah Fran is right. It is a separate line but not a true add line since it is related to the original customer concern. Your DMS makes this so much more confusing J. I feel for you.
Forum - 03/08/2024
Its when a customer contacts Chevy because they have had concerns several times on a specific thing. It is a component Coverage Letter. Component Coverage Letter (CCL) – Letter issued extending coverage of a designated vehicle...
Forum - 01/25/2024
We are also set up that myself and the service managers can only close warranty and internal. So I am able to correct all the time. The customer signature is on a work order sheet from the tablet system we use so that is signed.
Forum - 01/11/2024
... We have a separate cashier for typing, booking and collecting what's on jobcard. She only books customer and internal times. My techs either give me a lop, or time, but rarely both. I verify what they put down, book their time, make sure I have all I...
Forum - 04/04/2019
... logs or mileage or anything but I would minimize the number of staff and miles operating the customer vehicle for many reasons. My thinking is GM will never ding you for it, but I think a best practice would be to avoid using the client's vehicle....
Forum - 04/24/2019
... two transactions, using the labor operation applicable to each failed (causal) component. As the customer expressed a single complaint, this would not be considered an add-on, so you do not have to identify one of the transactions as such. However, service...
Forum - 10/01/2019
... repairs and OLH. Best practice: encourage technicians to time punch regardless of pay type (e.g. customer pay, internal). This will help address situations where the job card was written as c/p, but due to a powertrain related issue is changed to warranty. ewill3rd:...
DRAC/OnTrac/Reporting Help Request - 09/09/2019
... it's not showing in our system as a DRAC unit. Plus now she wants us to check if we put the customer in a used vehicle off the lot. The time period for this Job Card is 5/22/2019 - 6/26/2019. When I go under the Retail Program...
Forum - 08/12/2019
... multiple times on OLH to remove installed equipment to access a warranty failure. It isn't the customer's fault that their car had a warranty failure. If the accessory contributed to the cause of failure then it is pure COD. May not be right, but th...
Forum - 08/12/2019
Yeah, you'd have to have a pretty mad customer making a big stink to pull off a replace in that situation. My understanding is that if it is twenty bucks cheaper you do it that way. (okay maybe not twenty but certainly if it is 2k!) You'd have to get...
What Would You Do - 08/19 - 07/30/2019
... after the check engine light illuminated and the vehicle stalled when it was put into drive. The customer stated that the vehicle would stay running when the vehicle was in reverse. The technician diagnosing the concern test drove the vehicle and...
Forum - 08/08/2019
... drop is or how it is measured. Maybe I should keep that to myself? I doubt this will correct the customer concern either. It only dropped 22 mV and I guarantee that isn't enough to make this symptom occur....
Forum - 03/24/2020
... sure to follow the process for doing a PET and Pre-approval for deviation if covering 100% for the customer. If your parts department has a bill it has to be paid, but if you contact the ESC with the proper information they will fix your invoice to $0...
Forum - 02/24/2020
... of IVH, the vehicle must be registered in a qualifying state at the time of part failure for the customer to be eligible for the warranty shown. If the vehicle is no longer registered in a qualifying state, emissions component coverage will revert back...
What Would You Do - 03/20 - 02/27/2020
... their vehicle into the local dealership for a technician to address a check engine light. The customer also noted that the vehicle was also going into reduced power mode and the truck wasn’t able to go over 45mph. At which point the traction control...
What Would You Do - 02/20 - 01/29/2020
... of 3/9/2018 and included the following blocked transaction types: ZPDI, ZPTI, ZREG, and ZSCT. The customer was aware that their vehicle’s title was branded, but was hopeful that the converter would be a covered component. The repairing technician...
Forum - 01/15/2020
... 07-00-89-037: Courtesy Transportation and Roadside Assistance Programs: In the event that a customer is provided a one-day rental when no warranty repair is performed for their stated condition, the rental expense may be claimed using labor operation...
Forum - 01/17/2020
PET should be based on exchange unit with no parts price and net item $45.00 NIA. Customer participation would be whatever is on the PET. If you processed this as warranty anything and billed the part it is incorrect.
Forum - 11/14/2019
... speedometer conversions, however, completion of a Required Field Action must not be denied if the customer is unwilling or unable to have this service performed. Transactions for Required Field Actions completed on vehicles that have not been converted...
Forum - 11/28/2018
An accepted transaction for this bulletin repair was submitted with the following data: Customer Complaint Category02---Engine/Fuel/ExhaustCustomer Complaint Code0329---Engine/Fuel/Exhaust - SES/Check-Engine/MIL Cause Code:9090----Other - Field...
Forum - 11/16/2018
... as the vehicle is in bumper to bumper or powertrain for a powertrain related repair. It is for customer convenience. You cannot bill a same day loaner or shuttle for a factory pre-paid maintenance claim. (we call it a 2/24) ...
Forum - 11/16/2018
... tell you where it is in print, but I have done it. I look at it as a convenience for the customer, as long as they are in proper coverage we do it. I mean, we aren't silly about it but sometimes it takes a while to pinpoint something that doesn't...
I had it happen w hen none of the LPO'S arrived at time of delivery and the vehicle had about 5000 miles when the customer returned. I just h-routed and it was paid.
Forum - 12/12/2023
... by no means do I permit issues to go unchecked. It's just difficult when you have a line of customers in front of you and you need to close out a CPO oil change, and you need to look up the specific vehicle to see how much GM will pay, then sometimes...
Forum - 01/16/2024
... Can you contact your WSC rep and explain the situation? Seems like you should be able to get the customer reimbursed for that one. ...
Forum - 03/05/2024
Sorry I am late to the show, but yeah Fran is right. It is a separate line but not a true add line since it is related to the original customer concern. Your DMS makes this so much more confusing J. I feel for you.
Forum - 03/08/2024
Its when a customer contacts Chevy because they have had concerns several times on a specific thing. It is a component Coverage Letter. Component Coverage Letter (CCL) – Letter issued extending coverage of a designated vehicle...
Forum - 01/25/2024
We are also set up that myself and the service managers can only close warranty and internal. So I am able to correct all the time. The customer signature is on a work order sheet from the tablet system we use so that is signed.
Forum - 01/11/2024
... We have a separate cashier for typing, booking and collecting what's on jobcard. She only books customer and internal times. My techs either give me a lop, or time, but rarely both. I verify what they put down, book their time, make sure I have all I...
Forum - 04/04/2019
... logs or mileage or anything but I would minimize the number of staff and miles operating the customer vehicle for many reasons. My thinking is GM will never ding you for it, but I think a best practice would be to avoid using the client's vehicle....
Forum - 04/24/2019
... two transactions, using the labor operation applicable to each failed (causal) component. As the customer expressed a single complaint, this would not be considered an add-on, so you do not have to identify one of the transactions as such. However, service...
Forum - 10/01/2019
... repairs and OLH. Best practice: encourage technicians to time punch regardless of pay type (e.g. customer pay, internal). This will help address situations where the job card was written as c/p, but due to a powertrain related issue is changed to warranty. ewill3rd:...
DRAC/OnTrac/Reporting Help Request - 09/09/2019
... it's not showing in our system as a DRAC unit. Plus now she wants us to check if we put the customer in a used vehicle off the lot. The time period for this Job Card is 5/22/2019 - 6/26/2019. When I go under the Retail Program...
Forum - 08/12/2019
... multiple times on OLH to remove installed equipment to access a warranty failure. It isn't the customer's fault that their car had a warranty failure. If the accessory contributed to the cause of failure then it is pure COD. May not be right, but th...
Forum - 08/12/2019
Yeah, you'd have to have a pretty mad customer making a big stink to pull off a replace in that situation. My understanding is that if it is twenty bucks cheaper you do it that way. (okay maybe not twenty but certainly if it is 2k!) You'd have to get...
What Would You Do - 08/19 - 07/30/2019
... after the check engine light illuminated and the vehicle stalled when it was put into drive. The customer stated that the vehicle would stay running when the vehicle was in reverse. The technician diagnosing the concern test drove the vehicle and...
Forum - 08/08/2019
... drop is or how it is measured. Maybe I should keep that to myself? I doubt this will correct the customer concern either. It only dropped 22 mV and I guarantee that isn't enough to make this symptom occur....
Forum - 03/24/2020
... sure to follow the process for doing a PET and Pre-approval for deviation if covering 100% for the customer. If your parts department has a bill it has to be paid, but if you contact the ESC with the proper information they will fix your invoice to $0...
Forum - 02/24/2020
... of IVH, the vehicle must be registered in a qualifying state at the time of part failure for the customer to be eligible for the warranty shown. If the vehicle is no longer registered in a qualifying state, emissions component coverage will revert back...
What Would You Do - 03/20 - 02/27/2020
... their vehicle into the local dealership for a technician to address a check engine light. The customer also noted that the vehicle was also going into reduced power mode and the truck wasn’t able to go over 45mph. At which point the traction control...
What Would You Do - 02/20 - 01/29/2020
... of 3/9/2018 and included the following blocked transaction types: ZPDI, ZPTI, ZREG, and ZSCT. The customer was aware that their vehicle’s title was branded, but was hopeful that the converter would be a covered component. The repairing technician...
Forum - 01/15/2020
... 07-00-89-037: Courtesy Transportation and Roadside Assistance Programs: In the event that a customer is provided a one-day rental when no warranty repair is performed for their stated condition, the rental expense may be claimed using labor operation...
Forum - 01/17/2020
PET should be based on exchange unit with no parts price and net item $45.00 NIA. Customer participation would be whatever is on the PET. If you processed this as warranty anything and billed the part it is incorrect.
Forum - 11/14/2019
... speedometer conversions, however, completion of a Required Field Action must not be denied if the customer is unwilling or unable to have this service performed. Transactions for Required Field Actions completed on vehicles that have not been converted...
Forum - 11/28/2018
An accepted transaction for this bulletin repair was submitted with the following data: Customer Complaint Category02---Engine/Fuel/ExhaustCustomer Complaint Code0329---Engine/Fuel/Exhaust - SES/Check-Engine/MIL Cause Code:9090----Other - Field...
Forum - 11/16/2018
... as the vehicle is in bumper to bumper or powertrain for a powertrain related repair. It is for customer convenience. You cannot bill a same day loaner or shuttle for a factory pre-paid maintenance claim. (we call it a 2/24) ...
Forum - 11/16/2018
... tell you where it is in print, but I have done it. I look at it as a convenience for the customer, as long as they are in proper coverage we do it. I mean, we aren't silly about it but sometimes it takes a while to pinpoint something that doesn't...
Forum - 09/20/2018
Authorization to Perform Repairs (aka Customer Signature): New/Used Inventory Vehicles-Management must sign the job card authorizing the work prior to repair. ZFAT and ZPDI transaction types are excluded from this requirement. (CarolRoyal: The...
Forum - 12/05/2018
... visit within the first 24 months of ownership. Reference: GlobalConnect Certified Service App-Customer Acknowledgement Forms. Labor operations from the 2018MY continue to be valid for the new 2019MY programs. I am currently in the process of...
Forum - 01/08/2019
... and correspond with the manager's authorization for the add-on. P&P Article 3.2.12 Add-On Customer Concern After Job Card Write-Up P&P Article 3.2.9 Technician Identification and Accounting of Labor Time...
Forum - 01/10/2019
... submission The job cards must reflect the actual labor time and labor dollar amount charged to the customer for the repair(s) ...
PARTS WARRANTY / PARTS EXPEDITE CHARGE ???? - 03/07/2019
I have a parts warranty customer bought a transmission at another dealer out of state and came through washington and he was having issues, we found that we needed to tear down the transmission and rebuild it. we did not have a couple of parts so we bought...
Forum - 09/26/2018
... The warranty only applies when purchased as a retail transaction (retail transaction defined as customer paying for all or any portion of a transaction). (GM Service Replacement Powertrain Limited Warranty - engines/transmissions/transfer case 3/100,000...
Forum - 09/19/2018
They should be signing off on customer signature on the PDI hardcopy and on service mgr line on the PDI check sheet though right? When you say PDI's are excluded is that an add on line for a PDI or a recall? I didn't think we had to have recalls added...
Forum - 07/30/2018
This is the problem that we continue to have…Our Writer’s pull Workbench when writing up each customer. When I get the paperwork, I double check that the warranty is applicable. When pulling up Workbench/IVH it shows that the...
Forum - 07/26/2018
... TIME FOR FAILED COMPONENT VERIFICATION 0.2 ROAD TEST AND VERIFY REPAIRS IN THIS EXAMPLE A CUSTOMER COMES IN FOR AN ELECTRICAL CONCERN WHICH ACTIVATES A WARNING LIGHT OF SOME KIND. NOTE THAT DIAGNOSTIC TIME IS BASED ON SBD AND THIS SHOWS THE UPDATED...
Forum - 07/17/2018
... was opened after the sublet repair was performed. In regards to the PET - if there is a calculated customer participation amount and you wish to deviate, DMA pre approval is necessary (which at this point would be after the fact - non compliant). &n...
Forum - 04/29/2021
... opening a job card to identify the recall and action taken (e.g. CAM-03), with the customer's signature as acknowledgement, and maintaining the final documents in the VIN file. ...
What Would You Do - 04/21 - 03/22/2021
... accepted for payment.On February 19, 2021 the vehicle was back in the service department with a customer concern that the vehicle is slow to crank. The technician found the auxiliary battery to be weak and failed the GR8 test due to an internal short....
Forum - 06/18/2021
... were more than 1 failure that needs to be separated accordingly. You will run into cases where customer will have a generic complaint and tech will find a few unrelated issues. They should not be submitted together, using OLH if one did not cause th...
Forum - 06/30/2021
... have an internal account to handle what we call a "first free service" that we offer to our sales customers when they purchase. My guys just book it that way and we use it as a lesson to always check the IVH report to be sure that it is still in. This...
Forum - 08/20/2021
... brake squeal. They should not be refinished or replaced for cosmetic corrosion as well. If your customer is concerned about rotor corrosion, follow the steps for brake pad and rotor burnishing and claim labour operation H9709 for your technician's time. ...
Forum - 09/28/2021
I have heard this as well. Although apart from marketing I'm not sure why a customer would not give you their mailing address. If you are that paranoid get a PO box.
Forum - 11/19/2020
... for the balance of the NVLW, but in no event less than 12 months/Unlimited miles. Dealer installed-customer purchased-engine and transmissions receive a 3/100,000 part warranty. All new or remanufactured GM parts and accessories installed by the service...
Forum - 10/14/2020
... corrected me. You will never be able to attach any documents as per many conversations with their customer support. If your dealership is going to use Xtime appointments I found that the customer's concern does not always pull over to GM correctly and...
What Would You Do - 10/20 - 09/22/2020
The owner of a 2013 Buick Verano visited their local dealership due to an issue with the vehicle’s paint. The customer stated that there was an abnormal defect in the paint on the roof, hood, trunk lid, right body side, and front right fender. The...
Forum - 12/29/2020
... correctly. If the answer is no, then realistically they should be added lines related to the customer's original concern. You will probably have to h-route with a related repair explanation and don't be scared to be detailed....
What Would You Do - 03/21 - 02/25/2021
... the circuit. The recall transaction was submitted with the inspection labor operation. The customer recently returned to the dealership expressing concern with the rear window relating to the recall. The technician found that the rear sliding window...
Forum - 06/23/2020
... more than a large leak code. Should be 2 lines because they are related to the symptom the customer brought it in for but not consequential to one another. If both opcodes are in the same group they will both need an R with management explanation....
Forum - 08/21/2020
... ZREG and just put notes in the general comments section to identify it as a parts warranty from a customer purchase, reference the original job card and date. Maybe someone else could shed some perspective. I sometimes have issues with vehicles that...
Local rental office not complying with P&P - 07/16/2020
... I have a buy back case where we were told to put this person in a rental. The customer went to the same office and the bill is roughly 3 times the allowed amount. We shall see how this one goes! I have a call into WSC regarding this. *Edit*...
What Would You Do - 05/22 - 04/26/2022
... repairs were verified and the vehicle was operating as designed. The advisor noted that the customer had replaced the engine four months and approximately 2,000 miles ago due to faulty lifters. The advisor noted the previous job card information...
Authorization to Perform Repairs (aka Customer Signature): New/Used Inventory Vehicles-Management must sign the job card authorizing the work prior to repair. ZFAT and ZPDI transaction types are excluded from this requirement. (CarolRoyal: The...
Forum - 12/05/2018
... visit within the first 24 months of ownership. Reference: GlobalConnect Certified Service App-Customer Acknowledgement Forms. Labor operations from the 2018MY continue to be valid for the new 2019MY programs. I am currently in the process of...
Forum - 01/08/2019
... and correspond with the manager's authorization for the add-on. P&P Article 3.2.12 Add-On Customer Concern After Job Card Write-Up P&P Article 3.2.9 Technician Identification and Accounting of Labor Time...
Forum - 01/10/2019
... submission The job cards must reflect the actual labor time and labor dollar amount charged to the customer for the repair(s) ...
PARTS WARRANTY / PARTS EXPEDITE CHARGE ???? - 03/07/2019
I have a parts warranty customer bought a transmission at another dealer out of state and came through washington and he was having issues, we found that we needed to tear down the transmission and rebuild it. we did not have a couple of parts so we bought...
Forum - 09/26/2018
... The warranty only applies when purchased as a retail transaction (retail transaction defined as customer paying for all or any portion of a transaction). (GM Service Replacement Powertrain Limited Warranty - engines/transmissions/transfer case 3/100,000...
Forum - 09/19/2018
They should be signing off on customer signature on the PDI hardcopy and on service mgr line on the PDI check sheet though right? When you say PDI's are excluded is that an add on line for a PDI or a recall? I didn't think we had to have recalls added...
Forum - 07/30/2018
This is the problem that we continue to have…Our Writer’s pull Workbench when writing up each customer. When I get the paperwork, I double check that the warranty is applicable. When pulling up Workbench/IVH it shows that the...
Forum - 07/26/2018
... TIME FOR FAILED COMPONENT VERIFICATION 0.2 ROAD TEST AND VERIFY REPAIRS IN THIS EXAMPLE A CUSTOMER COMES IN FOR AN ELECTRICAL CONCERN WHICH ACTIVATES A WARNING LIGHT OF SOME KIND. NOTE THAT DIAGNOSTIC TIME IS BASED ON SBD AND THIS SHOWS THE UPDATED...
Forum - 07/17/2018
... was opened after the sublet repair was performed. In regards to the PET - if there is a calculated customer participation amount and you wish to deviate, DMA pre approval is necessary (which at this point would be after the fact - non compliant). &n...
Forum - 04/29/2021
... opening a job card to identify the recall and action taken (e.g. CAM-03), with the customer's signature as acknowledgement, and maintaining the final documents in the VIN file. ...
What Would You Do - 04/21 - 03/22/2021
... accepted for payment.On February 19, 2021 the vehicle was back in the service department with a customer concern that the vehicle is slow to crank. The technician found the auxiliary battery to be weak and failed the GR8 test due to an internal short....
Forum - 06/18/2021
... were more than 1 failure that needs to be separated accordingly. You will run into cases where customer will have a generic complaint and tech will find a few unrelated issues. They should not be submitted together, using OLH if one did not cause th...
Forum - 06/30/2021
... have an internal account to handle what we call a "first free service" that we offer to our sales customers when they purchase. My guys just book it that way and we use it as a lesson to always check the IVH report to be sure that it is still in. This...
Forum - 08/20/2021
... brake squeal. They should not be refinished or replaced for cosmetic corrosion as well. If your customer is concerned about rotor corrosion, follow the steps for brake pad and rotor burnishing and claim labour operation H9709 for your technician's time. ...
Forum - 09/28/2021
I have heard this as well. Although apart from marketing I'm not sure why a customer would not give you their mailing address. If you are that paranoid get a PO box.
Forum - 11/19/2020
... for the balance of the NVLW, but in no event less than 12 months/Unlimited miles. Dealer installed-customer purchased-engine and transmissions receive a 3/100,000 part warranty. All new or remanufactured GM parts and accessories installed by the service...
Forum - 10/14/2020
... corrected me. You will never be able to attach any documents as per many conversations with their customer support. If your dealership is going to use Xtime appointments I found that the customer's concern does not always pull over to GM correctly and...
What Would You Do - 10/20 - 09/22/2020
The owner of a 2013 Buick Verano visited their local dealership due to an issue with the vehicle’s paint. The customer stated that there was an abnormal defect in the paint on the roof, hood, trunk lid, right body side, and front right fender. The...
Forum - 12/29/2020
... correctly. If the answer is no, then realistically they should be added lines related to the customer's original concern. You will probably have to h-route with a related repair explanation and don't be scared to be detailed....
What Would You Do - 03/21 - 02/25/2021
... the circuit. The recall transaction was submitted with the inspection labor operation. The customer recently returned to the dealership expressing concern with the rear window relating to the recall. The technician found that the rear sliding window...
Forum - 06/23/2020
... more than a large leak code. Should be 2 lines because they are related to the symptom the customer brought it in for but not consequential to one another. If both opcodes are in the same group they will both need an R with management explanation....
Forum - 08/21/2020
... ZREG and just put notes in the general comments section to identify it as a parts warranty from a customer purchase, reference the original job card and date. Maybe someone else could shed some perspective. I sometimes have issues with vehicles that...
Local rental office not complying with P&P - 07/16/2020
... I have a buy back case where we were told to put this person in a rental. The customer went to the same office and the bill is roughly 3 times the allowed amount. We shall see how this one goes! I have a call into WSC regarding this. *Edit*...
What Would You Do - 05/22 - 04/26/2022
... repairs were verified and the vehicle was operating as designed. The advisor noted that the customer had replaced the engine four months and approximately 2,000 miles ago due to faulty lifters. The advisor noted the previous job card information...
Compliant Alternative Signature-Electronic appointment printout-New in P&P-JLWarranty News April 2022? - 04/04/2022
JLWarranty News April 2022 pg 1, regarding early bird / night drop envelopes says that in 6.2.1 section of P&P that Customer concerns that are documented on an electronic appointment scheduling system may be printed and attached to the job card as...
Forum - 06/22/2022
... and that in my state a particular repair should not be covered they asked me, well what if the customer complains and says it should be, and I replied right back, then I show them these documents and explain why it isn't covered but you have to clarify...
Forum - 06/21/2022
... over 1 so I am not really sure where that leaves us for an answer to this one. We saw that if the customer participates at all, it is the 2-year on policy-related transactions....
Forum - 06/17/2022
... of insurance coverage are you referring to? Their personal insurance? I'm sure that wasn't done. Customer was not happy about this and feels that GM should have also participated in the repair. The only thing I have is a PET no pre auth was done. Do...
What Would You Do? - 10/22 - 09/26/2022
... determined that the driver front TPMS would not learn, requiring replacement which addressed the customer’s first concern.After diagnosing the second concern, it was found that the vehicle’s audio amplifier was not recognizing itself. The...
Forum - 09/12/2022
... is new? At any rate, if you DO NOT do this then you are downing saleable units and endangering customer lives. The issue I initially faced is in typical fashion no one reads the content of the recall, they see no fix or SI document pending and just ...
Forum - 09/14/2022
... Use the Labour Operation associated with the repair performed which you are reimbursing the customer for. (autopartners.net)...
Forum - 01/11/2023
... what you wrote ewill3rd to use the mode vavle actuator as closest op to... especially with how the customer's complaint read on the repair order. ...
Forum - 01/31/2023
... replacement, it becomes an ac delco warranty and would have an intact warranty sticker entitling customer to the warranty. If it is missing that warranty label, the failed battery was paid by GM and they retain the warranty and you're in a whole other...
What Would You Do? - 04/23 - 03/23/2023
... for review. After review, the claim rejected with the request to attach a copy of the original customer pay invoice. The invoice was attached, and the claim resubmitted.The claim rejected a second time for a copy of the part expedite invoice and documentation...
Forum - 03/31/2023
... falls in line. We always look at the first free service is a loss, but hopefully it gets the customer coming back in the dealership for service. ...
What Would You Do? - 06/23 - 05/23/2023
... correctly, review the Before Plugging SAVI In job aid for ignition position information. When the customer arrives ensure the vehicles ignition is in the on/run position with the engine off. Once the ignition is in the appropriate position the vehicle...
Forum - 06/15/2023
... at different notices. I have been making our guys bring the ticket to me before customer leaves to see if it rejects or approves. ...
Forum - 06/27/2023
... times, and plenty of other goofy stuff. I even had one that paid and I had to fix an issue with customer participation and when I resubmitted it the system rejected it for the opcode not being compatible with the vehicle... mind you on a claim that I...
Forum - 02/02/2017
... cover? For example, "if vehicle is still under new vehicle warranty, rental is available to customer." It's just confusing the way they word things... ...
Forum - 04/26/2017
... rr headliner) this is consequential damage, punch times not needed. If you order the part, send customer on there way, they come back for install of headliner, new JC, now you should use the same op as original leak, lamp, but you will now need a (R)...
Forum - 12/02/2016
... need for add on authorization as no lines were added to the job card, only a change from customer pay to warranty. Thanks heckandarn for your response!...
Forum - 02/01/2017
... why, when this Special Coverage is an over 10 hour job, GM wouldn't cover a rental for their customer? And, why can't the special coverage just read in plain english...Rental only covered if...? ...
Forum - 09/26/2016
... have a question...Effective October 1, 2016 changes to the Courtesy Transportation Program, a customer is eligible for Courtesy Trasportation during Field Action repairs only if: Still under Bumper-to-Bumper, or Involved component is coverd under the...
Forum - 09/01/2016
... understanding of responsibity for all charges at the time the job card is written and while the customer is present. Any changes regarding who is responsible for the charges require service management authorization prior to repairs being performed. <Article...
Proposing a "Warranty 101" series - 08/15/2016
... average recall, what service agents can expect, and common topics of discussion you may have with customers. Other possible "Warranty 101" videos would be The Three C's, Parts Ordering, and Global Connect. Let me know what you guys think!Format: V...
Forum - 09/30/2016
... the service regen indicator lamp illuminate? This could almost go either way: maintenance/customer pay or possibly handle with the filter cleaning op - new vehicle with low miles... Does anyone else have any thoughts or opinion on this scenario...
Forum - 11/09/2016
... type of situation as stated in the Nov 2016 Newletter..."When there is a single concern from a customer that ultimately results in two or more unrelated repairs, lines added for those repairs are not considered add on repairs."...
Re: GMPP Smart Protection - 07/07/2016
GMPP Smart Protection is only available to customers that lease a new GM vehicle from a GM dealership. Smart Protection offers the same coverage as Major Guard - covering over 7,400 components on the leased vehicle (engine, transmission, safety systems,...
CCND? - 04/28/2016
... must not be used in conjunction with a repair labor operation of the same group (e.g. 4949979 Customer Concern Not Duplicated (CCND) - 12V Battery/Charging System with 4041510 - Battery Replacement) on the same job card. The Job card I am working has...
JLWarranty News April 2022 pg 1, regarding early bird / night drop envelopes says that in 6.2.1 section of P&P that Customer concerns that are documented on an electronic appointment scheduling system may be printed and attached to the job card as...
Forum - 06/22/2022
... and that in my state a particular repair should not be covered they asked me, well what if the customer complains and says it should be, and I replied right back, then I show them these documents and explain why it isn't covered but you have to clarify...
Forum - 06/21/2022
... over 1 so I am not really sure where that leaves us for an answer to this one. We saw that if the customer participates at all, it is the 2-year on policy-related transactions....
Forum - 06/17/2022
... of insurance coverage are you referring to? Their personal insurance? I'm sure that wasn't done. Customer was not happy about this and feels that GM should have also participated in the repair. The only thing I have is a PET no pre auth was done. Do...
What Would You Do? - 10/22 - 09/26/2022
... determined that the driver front TPMS would not learn, requiring replacement which addressed the customer’s first concern.After diagnosing the second concern, it was found that the vehicle’s audio amplifier was not recognizing itself. The...
Forum - 09/12/2022
... is new? At any rate, if you DO NOT do this then you are downing saleable units and endangering customer lives. The issue I initially faced is in typical fashion no one reads the content of the recall, they see no fix or SI document pending and just ...
Forum - 09/14/2022
... Use the Labour Operation associated with the repair performed which you are reimbursing the customer for. (autopartners.net)...
Forum - 01/11/2023
... what you wrote ewill3rd to use the mode vavle actuator as closest op to... especially with how the customer's complaint read on the repair order. ...
Forum - 01/31/2023
... replacement, it becomes an ac delco warranty and would have an intact warranty sticker entitling customer to the warranty. If it is missing that warranty label, the failed battery was paid by GM and they retain the warranty and you're in a whole other...
What Would You Do? - 04/23 - 03/23/2023
... for review. After review, the claim rejected with the request to attach a copy of the original customer pay invoice. The invoice was attached, and the claim resubmitted.The claim rejected a second time for a copy of the part expedite invoice and documentation...
Forum - 03/31/2023
... falls in line. We always look at the first free service is a loss, but hopefully it gets the customer coming back in the dealership for service. ...
What Would You Do? - 06/23 - 05/23/2023
... correctly, review the Before Plugging SAVI In job aid for ignition position information. When the customer arrives ensure the vehicles ignition is in the on/run position with the engine off. Once the ignition is in the appropriate position the vehicle...
Forum - 06/15/2023
... at different notices. I have been making our guys bring the ticket to me before customer leaves to see if it rejects or approves. ...
Forum - 06/27/2023
... times, and plenty of other goofy stuff. I even had one that paid and I had to fix an issue with customer participation and when I resubmitted it the system rejected it for the opcode not being compatible with the vehicle... mind you on a claim that I...
Forum - 02/02/2017
... cover? For example, "if vehicle is still under new vehicle warranty, rental is available to customer." It's just confusing the way they word things... ...
Forum - 04/26/2017
... rr headliner) this is consequential damage, punch times not needed. If you order the part, send customer on there way, they come back for install of headliner, new JC, now you should use the same op as original leak, lamp, but you will now need a (R)...
Forum - 12/02/2016
... need for add on authorization as no lines were added to the job card, only a change from customer pay to warranty. Thanks heckandarn for your response!...
Forum - 02/01/2017
... why, when this Special Coverage is an over 10 hour job, GM wouldn't cover a rental for their customer? And, why can't the special coverage just read in plain english...Rental only covered if...? ...
Forum - 09/26/2016
... have a question...Effective October 1, 2016 changes to the Courtesy Transportation Program, a customer is eligible for Courtesy Trasportation during Field Action repairs only if: Still under Bumper-to-Bumper, or Involved component is coverd under the...
Forum - 09/01/2016
... understanding of responsibity for all charges at the time the job card is written and while the customer is present. Any changes regarding who is responsible for the charges require service management authorization prior to repairs being performed. <Article...
Proposing a "Warranty 101" series - 08/15/2016
... average recall, what service agents can expect, and common topics of discussion you may have with customers. Other possible "Warranty 101" videos would be The Three C's, Parts Ordering, and Global Connect. Let me know what you guys think!Format: V...
Forum - 09/30/2016
... the service regen indicator lamp illuminate? This could almost go either way: maintenance/customer pay or possibly handle with the filter cleaning op - new vehicle with low miles... Does anyone else have any thoughts or opinion on this scenario...
Forum - 11/09/2016
... type of situation as stated in the Nov 2016 Newletter..."When there is a single concern from a customer that ultimately results in two or more unrelated repairs, lines added for those repairs are not considered add on repairs."...
Re: GMPP Smart Protection - 07/07/2016
GMPP Smart Protection is only available to customers that lease a new GM vehicle from a GM dealership. Smart Protection offers the same coverage as Major Guard - covering over 7,400 components on the leased vehicle (engine, transmission, safety systems,...
CCND? - 04/28/2016
... must not be used in conjunction with a repair labor operation of the same group (e.g. 4949979 Customer Concern Not Duplicated (CCND) - 12V Battery/Charging System with 4041510 - Battery Replacement) on the same job card. The Job card I am working has...
Re: What Would You Do - 03/16 - 04/29/2016
... was handled as a warranty repair and the sunglass compartment (overhead console) was handled as customer enthusiasm. Kristen/jlwarranty ...
Re: What Would You Do - 04/16 - 04/29/2016
The service manager opted to handle the paint repair utilizing his empowerment. The customer was charged participation based on the recommended amount from the calculator. Additionally, the defects were handled on individual lines. Kristen/jlwarra...
Re: Freight - 05/10/2016
... expenses are limited to one day of rental coverage. GM Part(s) obtained from GM through Customer Special Order-3 (CSO-3) shipping: When claiming expenses incurred for express shipping, courtesy transportation expenses are limited to two days of rent...
Android Auto update - 03/11/2016
... do the update and we should submit for ADD TIME for 0.4 hours at our regular rate. If it's a customer's car, it's 0.4 hours at regular rate. BUT, if it's for a stock car which has already been pdi'd and is on the lot, they will only pay us $10 to do...
What Would You Do - 04/16 - 04/11/2016
... amount of space where the paint had completely peeled off. Should the second dealer offer the customer a policy decision to correct the issue, with support being that the vehicle is well maintained and has low mileage? How is the situation best handled?...
Re: Diagnostic time with no repair - 02/29/2016
Please refer to Policy & Procedure Article 2.4 re: Customer Concern Not Duplicated/Verified. "Published labor time is the maximum time allowed. Service Agent is to submit only the actual time spent to diagnose up to the maximum time allowance. OLH...
Forum - 07/25/2017
... establishment for body repair service, and no further approval is required from GM. If GM receives customer complaints regarding the work performed by a particular establishment, GM reserves the right to withdraw its approval for such establishment,...
Forum - 05/30/2017
... the service manager must add it to the job card and indicate authorization. The date and time the customer provided permission must be documented on the job card. Two unique authorizations were necessary on this job card, indicated with the respective...
Forum - 09/25/2017
... The service manager is required to examine both alternatives and make the best decision for the customer, while keeping expense management in line. The past performance of the service agent has provided this empowerment within the GWM system and future...
Giant Claim- Need help! - 10/03/2017
... how to even submit at this point.Here's what we got, the vehicle is a 2012 Chevy Silverado, the customer brought it in because the truck kept stalling all the time. Our tech that has been working on it had to get GM engineering (I have a Tac Case #) involved...
Forum - 11/16/2017
We have received clarification regarding the Policy Evaluation Tool: While the customer's overall GM engagement and loyalty is used to calculate GM participation in a vehicle policy repair decision, the tool must be used with each policy repair line on...
Forum - 03/19/2018
... using the CAC case and following submission instructions. I have one here myself, same situation. Customer wanted to use it towards a policy repair. The claim submission is totally separate, it will just have the same job card number with a different...
Forum - 03/12/2018
... parts not in Service Agent inventory when required to satisfy any applicable GM warranty period. Reimbursement applies only to GM parts expedited for warranty repairs The allowed amount is to be claimed as a Net item in the Parts Expediting category. Parts...
Forum - 04/25/2018
... discussed recently it shouldn't require add line authorization since it is 2 issues for the same customer complaint. I'm hoping if I am not correct someone will explain it but like I said, based on the last thread I saw that was almost identical this...
Re: GOODWILL CLAIM - 09/03/2015
I am assuming that the customer did not pay the deductible - if that is true, the $100 would be entered in the Miscellaneous Net Item field of the Policy transaction. Be sure to include good comments to support the Policy decision : ) Kristen / j...
Semi-repeat repair. - 08/11/2015
... diag and locate vehicle low on Freon, and we refilled Freon and added dye to system. in July the customer comes back with the same issue. they again perform diag and again no Freon in ac system, they also checked the dye from last visit and found that...
Re: SERVICE CONTRACTS CHEVPMUs1N18 - 07/28/2015
Thank you so much, this is the GM Extended Protection Plan (not Warrantech). They explained the customer must have been awarded this plan from General Motors. But it still makes me scratch my head that GM DBC doesn't know anything about these plans....oh...
Re: Special Coverage Adjustment & Towing - 10/02/2015
Did the customer arrange for the tow to the dealership? Was the tow a result of the special coverage? If management feels that it is valid & supported, submit with comments to support and justify the expense. Kristen / jlwarranty
one concern two failures - 10/28/2014
I know I've read this somewhere, can't for the life of me find it, anyone know? customer comes in with an engine oil leak. Tech gets into the job finds the engine front cover leaking and the water pump. Water pump on the engine front cover line will...
Re: ACCESSORY INSTALLS - 02/11/2015
... for each accessory type it is important to use it in the ZSET claim. Also a reminder that when a customer adds accessory wheels you will use the LOP for Wheels and you will need to use all part numbers for those wheels, such as the wheel part # with...
Re: Closest Available Labor Operation - 07/09/2015
... the policy. We, at jlwarranty, handle closest to operations with OLH routinely for our dealer customers. To date, we have not encountered issues resulting from handling as such. On a side note, use of closest to labor operations for repairs is typically...
Re: Non LPO Accessories Warranty - 10/18/2013
... and installed "after the fact", you're passed the parts warranty period, and might have to try a customer participation on the "Policy Calculator". Good Luck, EJ...
Re: Need HELP! - 08/08/2013
... It just depends on what YOU and YOUR Service Manager deem reasonable and necessary to satisfy your customer. You will also need to sell it to your DMA. There is no labor operation to dry out wet jute. There should be no time flagged for waiting around...
Re: ADP Drive vs. Reynolds and Reynolds - 07/02/2013
... claims interactively prior to RO close. R+R has an easy set up where you can see exactly what the customer paid, what warranty paid and what internal paid. It is all on one screen in a very logical, simple and orderly service process. I highly recommend...
Re: GM Concern Not Duplicated Correction - 04/11/2014
... Reference Card for HVAC issues (4429959) coincides with the labour operation listed in the Customer Concern Not Duplicated Bulletin (06-00-89-026). Labour operation 4439959 is also a valid labour operation for specific vehicles equipped with Manual...
... was handled as a warranty repair and the sunglass compartment (overhead console) was handled as customer enthusiasm. Kristen/jlwarranty ...
Re: What Would You Do - 04/16 - 04/29/2016
The service manager opted to handle the paint repair utilizing his empowerment. The customer was charged participation based on the recommended amount from the calculator. Additionally, the defects were handled on individual lines. Kristen/jlwarra...
Re: Freight - 05/10/2016
... expenses are limited to one day of rental coverage. GM Part(s) obtained from GM through Customer Special Order-3 (CSO-3) shipping: When claiming expenses incurred for express shipping, courtesy transportation expenses are limited to two days of rent...
Android Auto update - 03/11/2016
... do the update and we should submit for ADD TIME for 0.4 hours at our regular rate. If it's a customer's car, it's 0.4 hours at regular rate. BUT, if it's for a stock car which has already been pdi'd and is on the lot, they will only pay us $10 to do...
What Would You Do - 04/16 - 04/11/2016
... amount of space where the paint had completely peeled off. Should the second dealer offer the customer a policy decision to correct the issue, with support being that the vehicle is well maintained and has low mileage? How is the situation best handled?...
Re: Diagnostic time with no repair - 02/29/2016
Please refer to Policy & Procedure Article 2.4 re: Customer Concern Not Duplicated/Verified. "Published labor time is the maximum time allowed. Service Agent is to submit only the actual time spent to diagnose up to the maximum time allowance. OLH...
Forum - 07/25/2017
... establishment for body repair service, and no further approval is required from GM. If GM receives customer complaints regarding the work performed by a particular establishment, GM reserves the right to withdraw its approval for such establishment,...
Forum - 05/30/2017
... the service manager must add it to the job card and indicate authorization. The date and time the customer provided permission must be documented on the job card. Two unique authorizations were necessary on this job card, indicated with the respective...
Forum - 09/25/2017
... The service manager is required to examine both alternatives and make the best decision for the customer, while keeping expense management in line. The past performance of the service agent has provided this empowerment within the GWM system and future...
Giant Claim- Need help! - 10/03/2017
... how to even submit at this point.Here's what we got, the vehicle is a 2012 Chevy Silverado, the customer brought it in because the truck kept stalling all the time. Our tech that has been working on it had to get GM engineering (I have a Tac Case #) involved...
Forum - 11/16/2017
We have received clarification regarding the Policy Evaluation Tool: While the customer's overall GM engagement and loyalty is used to calculate GM participation in a vehicle policy repair decision, the tool must be used with each policy repair line on...
Forum - 03/19/2018
... using the CAC case and following submission instructions. I have one here myself, same situation. Customer wanted to use it towards a policy repair. The claim submission is totally separate, it will just have the same job card number with a different...
Forum - 03/12/2018
... parts not in Service Agent inventory when required to satisfy any applicable GM warranty period. Reimbursement applies only to GM parts expedited for warranty repairs The allowed amount is to be claimed as a Net item in the Parts Expediting category. Parts...
Forum - 04/25/2018
... discussed recently it shouldn't require add line authorization since it is 2 issues for the same customer complaint. I'm hoping if I am not correct someone will explain it but like I said, based on the last thread I saw that was almost identical this...
Re: GOODWILL CLAIM - 09/03/2015
I am assuming that the customer did not pay the deductible - if that is true, the $100 would be entered in the Miscellaneous Net Item field of the Policy transaction. Be sure to include good comments to support the Policy decision : ) Kristen / j...
Semi-repeat repair. - 08/11/2015
... diag and locate vehicle low on Freon, and we refilled Freon and added dye to system. in July the customer comes back with the same issue. they again perform diag and again no Freon in ac system, they also checked the dye from last visit and found that...
Re: SERVICE CONTRACTS CHEVPMUs1N18 - 07/28/2015
Thank you so much, this is the GM Extended Protection Plan (not Warrantech). They explained the customer must have been awarded this plan from General Motors. But it still makes me scratch my head that GM DBC doesn't know anything about these plans....oh...
Re: Special Coverage Adjustment & Towing - 10/02/2015
Did the customer arrange for the tow to the dealership? Was the tow a result of the special coverage? If management feels that it is valid & supported, submit with comments to support and justify the expense. Kristen / jlwarranty
one concern two failures - 10/28/2014
I know I've read this somewhere, can't for the life of me find it, anyone know? customer comes in with an engine oil leak. Tech gets into the job finds the engine front cover leaking and the water pump. Water pump on the engine front cover line will...
Re: ACCESSORY INSTALLS - 02/11/2015
... for each accessory type it is important to use it in the ZSET claim. Also a reminder that when a customer adds accessory wheels you will use the LOP for Wheels and you will need to use all part numbers for those wheels, such as the wheel part # with...
Re: Closest Available Labor Operation - 07/09/2015
... the policy. We, at jlwarranty, handle closest to operations with OLH routinely for our dealer customers. To date, we have not encountered issues resulting from handling as such. On a side note, use of closest to labor operations for repairs is typically...
Re: Non LPO Accessories Warranty - 10/18/2013
... and installed "after the fact", you're passed the parts warranty period, and might have to try a customer participation on the "Policy Calculator". Good Luck, EJ...
Re: Need HELP! - 08/08/2013
... It just depends on what YOU and YOUR Service Manager deem reasonable and necessary to satisfy your customer. You will also need to sell it to your DMA. There is no labor operation to dry out wet jute. There should be no time flagged for waiting around...
Re: ADP Drive vs. Reynolds and Reynolds - 07/02/2013
... claims interactively prior to RO close. R+R has an easy set up where you can see exactly what the customer paid, what warranty paid and what internal paid. It is all on one screen in a very logical, simple and orderly service process. I highly recommend...
Re: GM Concern Not Duplicated Correction - 04/11/2014
... Reference Card for HVAC issues (4429959) coincides with the labour operation listed in the Customer Concern Not Duplicated Bulletin (06-00-89-026). Labour operation 4439959 is also a valid labour operation for specific vehicles equipped with Manual...
Re: Recalls 14063 and 13454 (Courtesy Transportation) - 04/22/2014
... via the dealer after-sales empowerment portal / claim pre-approval request. It should say " customer has safety concerns driving affected vehicle until recall can be performed " ... also you can provide a SPAC case number if available to support a long...
Re: Recalls 14063 and 13454 (Courtesy Transportation) - 05/02/2014
... for reasons like "Please list which rental company you have used and list the damage waiver if customer had that" I retyped the information in comments, even though this information is printed on the attached rental car invoice from Enterprise Rental...
Re: Debit - 06/26/2012
... can't figure out why. For the one RO listed on the notice I pulled the file, VIS and everything. Customer name is the same, VIN is the same as on the card, we only did 4 like the coupon shows. Everything looks to be in order. I called our DMA who...
RECALL #11001 VS C.E.L. -- HOW TO HANDLE ?? - 09/11/2012
... diesel exhaust regeneration to clear #P2463 Question: is this considered OLH on the recall or customer pay ??? Please help...
I think I just might snap.... - 04/02/2013
part dept sold vent visors over the counter. customer then took over to our bodyshop and paid to have them installed. Of course neither of those departments told me what had happened so I could have back then submit for an I op code. ugh.... now,(about...
Complimentary Anniversary LOF Labor Op - 04/17/2012
... to celebrate your anniversary. Congratulations on two years with your Buick from....." A Buick customer brought in an email that said to print the email & bring it to the dealership. Unfortunately, she only brought page 1 of 2, and I suspect page 2...
Re: Transportation Damage Submissions - 02/06/2012
... Service Agents are to note the discrepancy on the Carrier's Delivery Receipt or LON. Reimbursement for the replacement of an incorrect part/option or option decrepancies is accomplished by submission of a warranty transaction. *All repairs are to be...
Re: CBG PRE-OWNED LIMITED - 01/24/2012
... (sounded simple enough) ** BUT ** as I kept reading it states under DMS instructions for tracking customer retention Metrics (pg#36 of operations guide) to enter any addt costs to dealership beyond $35 as "I=Internal" in your DMS.. & thats where I lost...
Re: 2009 Chev Aveo - 03/22/2012
... rates. This might be a good place to use the new goodwill policies GM has come out with. Customer Enthusiasm Transaction: When a vehicle is within both time and mileage of the specific written warranty but the repair is not the result of a defect...
Re: Hazmat components? - 01/06/2012
... Material Returns - Status Change to Field Scrap Effective July 21, 2011 - Customer Care & Aftersales Bulletin CCA11-123 It also lists a website: For Detailed information on Hazardous Material, go to http://gmspomsds.com Hope this helps :-)...
What should I do? - 12/06/2011
... throught the unit causing the buttons to stick". He had to replace the unit. When they told the customer what was found she insisted she doesn't even drink coffee and although her daughter drives the car at times she doesn't believe she had spilled...
Re: What should I do? - 12/06/2011
... if it was a valid claim. Granted, sometimes you have to go alittle bit out there to please your customer, but ultimately, you have to be able to defend your decisions to the manufacturer and if you can't in good conscience do that, you have a problem....
Re: GMPP CLAIM W/GM 50% PARTICIPATION - 10/13/2011
... paid what you are supposed to. I'm surprised it won't let you correct the first reject to show customer participation amount. I'm sure I've forgotten it before and been able to put it in when correcting a claim. Maybe because it's GMPP??...
Re: NAV DISC - 03/23/2011
[quote] JMEREDITH1099: No its not a component exchange.Its not that replaced it we gave a disc to a customer. Service manager told me that the navigation was not working the last visit.So we did a component exchange then with the navigation radio with...
Re: Flywheel Housing Seal opcode - 03/30/2011
... what the tech doing during the other 13.7 hours? This is way more than just the difference between customer pay and warranty. Was the wrong skill level tech used? I would be very curious aout the additional time....
Re: DAMAGED DOOR PANEL AND CRACKED WINDOW GLASS - 04/04/2011
... one of the newsletters information about subsequent damage to a vehicle during repair. We had a customer come in with a door that would not unlock at all. My technician damaged the door panel and cracked the window while trying to get the to the lock...
Re: DAMAGED DOOR PANEL AND CRACKED WINDOW GLASS - 04/05/2011
... one of the newsletters information about subsequent damage to a vehicle during repair. We had a customer come in with a door that would not unlock at all. My technician damaged the door panel and cracked the window while trying to get the to the lock...
Would you submit this as warranty? - 04/20/2011
2008 Uplander, 24119 miles, within warranty dates. Customer stated the driver's seat cushion "sunk in" too far when he got in. I asked what the size of this person was, and he weighs maybe 225-230 lbs, an average sized male around here. We had a few...
Re: - 08/11/2011
... design fuel level sensor. GM will pay 50% of eligible repair expenses, (parts and labor) and the customer will be responsible for the remaining 50%. The amount paid shall be calculated with reference to dealers' already approved warranty parts and labor...
Re: Warranty on vehicle for sale - 05/23/2011
... cosmetic is NOT covered. Also NO goodwill on in stock vehicles. Goodwill is intended for keeping CUSTOMERS happy, not the sales staff or dealer owner. Unfortunately, that is not always understood. ...
Re: What are your dealership’s operating hours? - 06/08/2010
Service = M-F 7am-7pm Sat 8am-4pm Closed Sun Sales = M-F & Sat. 8am-9pm (unless there are customer here after 9pm) Sun 10am-8pm Bodyshop = M-F 8am-5:30pm
Re: HVAC ODOR - 07/18/2010
... this problem. Actually, I would have brought this to the Service Manager's attention as this customer will very likely be back in a short period of time for the same concern....
Re: HVAC ODOR - 07/19/2010
... this problem. Actually, I would have brought this to the Service Manager's attention as this customer will very likely be back in a short period of time for the same concern. [/quote] The service manager was aware of the situation. While it is a known...
Re: Would you try to put a claim in for this? - 09/17/2010
... would the service advisor expect you too..thats aftermarket parts not factory parts huh? customer should pay to have those installed..i would think [/quote] The parts were aftermarket, but the SA's reasoning was that the body bolts that were installed...
Return Codes - 01/26/2011
... vehicle was delivered to us in October 2010, PDI paid that month. Right before delivery to the customer, we found a turn signal bulb burned out (2 days prior to start date). I manually input this claim into GWM and got this result. Then, trying to...
... via the dealer after-sales empowerment portal / claim pre-approval request. It should say " customer has safety concerns driving affected vehicle until recall can be performed " ... also you can provide a SPAC case number if available to support a long...
Re: Recalls 14063 and 13454 (Courtesy Transportation) - 05/02/2014
... for reasons like "Please list which rental company you have used and list the damage waiver if customer had that" I retyped the information in comments, even though this information is printed on the attached rental car invoice from Enterprise Rental...
Re: Debit - 06/26/2012
... can't figure out why. For the one RO listed on the notice I pulled the file, VIS and everything. Customer name is the same, VIN is the same as on the card, we only did 4 like the coupon shows. Everything looks to be in order. I called our DMA who...
RECALL #11001 VS C.E.L. -- HOW TO HANDLE ?? - 09/11/2012
... diesel exhaust regeneration to clear #P2463 Question: is this considered OLH on the recall or customer pay ??? Please help...
I think I just might snap.... - 04/02/2013
part dept sold vent visors over the counter. customer then took over to our bodyshop and paid to have them installed. Of course neither of those departments told me what had happened so I could have back then submit for an I op code. ugh.... now,(about...
Complimentary Anniversary LOF Labor Op - 04/17/2012
... to celebrate your anniversary. Congratulations on two years with your Buick from....." A Buick customer brought in an email that said to print the email & bring it to the dealership. Unfortunately, she only brought page 1 of 2, and I suspect page 2...
Re: Transportation Damage Submissions - 02/06/2012
... Service Agents are to note the discrepancy on the Carrier's Delivery Receipt or LON. Reimbursement for the replacement of an incorrect part/option or option decrepancies is accomplished by submission of a warranty transaction. *All repairs are to be...
Re: CBG PRE-OWNED LIMITED - 01/24/2012
... (sounded simple enough) ** BUT ** as I kept reading it states under DMS instructions for tracking customer retention Metrics (pg#36 of operations guide) to enter any addt costs to dealership beyond $35 as "I=Internal" in your DMS.. & thats where I lost...
Re: 2009 Chev Aveo - 03/22/2012
... rates. This might be a good place to use the new goodwill policies GM has come out with. Customer Enthusiasm Transaction: When a vehicle is within both time and mileage of the specific written warranty but the repair is not the result of a defect...
Re: Hazmat components? - 01/06/2012
... Material Returns - Status Change to Field Scrap Effective July 21, 2011 - Customer Care & Aftersales Bulletin CCA11-123 It also lists a website: For Detailed information on Hazardous Material, go to http://gmspomsds.com Hope this helps :-)...
What should I do? - 12/06/2011
... throught the unit causing the buttons to stick". He had to replace the unit. When they told the customer what was found she insisted she doesn't even drink coffee and although her daughter drives the car at times she doesn't believe she had spilled...
Re: What should I do? - 12/06/2011
... if it was a valid claim. Granted, sometimes you have to go alittle bit out there to please your customer, but ultimately, you have to be able to defend your decisions to the manufacturer and if you can't in good conscience do that, you have a problem....
Re: GMPP CLAIM W/GM 50% PARTICIPATION - 10/13/2011
... paid what you are supposed to. I'm surprised it won't let you correct the first reject to show customer participation amount. I'm sure I've forgotten it before and been able to put it in when correcting a claim. Maybe because it's GMPP??...
Re: NAV DISC - 03/23/2011
[quote] JMEREDITH1099: No its not a component exchange.Its not that replaced it we gave a disc to a customer. Service manager told me that the navigation was not working the last visit.So we did a component exchange then with the navigation radio with...
Re: Flywheel Housing Seal opcode - 03/30/2011
... what the tech doing during the other 13.7 hours? This is way more than just the difference between customer pay and warranty. Was the wrong skill level tech used? I would be very curious aout the additional time....
Re: DAMAGED DOOR PANEL AND CRACKED WINDOW GLASS - 04/04/2011
... one of the newsletters information about subsequent damage to a vehicle during repair. We had a customer come in with a door that would not unlock at all. My technician damaged the door panel and cracked the window while trying to get the to the lock...
Re: DAMAGED DOOR PANEL AND CRACKED WINDOW GLASS - 04/05/2011
... one of the newsletters information about subsequent damage to a vehicle during repair. We had a customer come in with a door that would not unlock at all. My technician damaged the door panel and cracked the window while trying to get the to the lock...
Would you submit this as warranty? - 04/20/2011
2008 Uplander, 24119 miles, within warranty dates. Customer stated the driver's seat cushion "sunk in" too far when he got in. I asked what the size of this person was, and he weighs maybe 225-230 lbs, an average sized male around here. We had a few...
Re: - 08/11/2011
... design fuel level sensor. GM will pay 50% of eligible repair expenses, (parts and labor) and the customer will be responsible for the remaining 50%. The amount paid shall be calculated with reference to dealers' already approved warranty parts and labor...
Re: Warranty on vehicle for sale - 05/23/2011
... cosmetic is NOT covered. Also NO goodwill on in stock vehicles. Goodwill is intended for keeping CUSTOMERS happy, not the sales staff or dealer owner. Unfortunately, that is not always understood. ...
Re: What are your dealership’s operating hours? - 06/08/2010
Service = M-F 7am-7pm Sat 8am-4pm Closed Sun Sales = M-F & Sat. 8am-9pm (unless there are customer here after 9pm) Sun 10am-8pm Bodyshop = M-F 8am-5:30pm
Re: HVAC ODOR - 07/18/2010
... this problem. Actually, I would have brought this to the Service Manager's attention as this customer will very likely be back in a short period of time for the same concern....
Re: HVAC ODOR - 07/19/2010
... this problem. Actually, I would have brought this to the Service Manager's attention as this customer will very likely be back in a short period of time for the same concern. [/quote] The service manager was aware of the situation. While it is a known...
Re: Would you try to put a claim in for this? - 09/17/2010
... would the service advisor expect you too..thats aftermarket parts not factory parts huh? customer should pay to have those installed..i would think [/quote] The parts were aftermarket, but the SA's reasoning was that the body bolts that were installed...
Return Codes - 01/26/2011
... vehicle was delivered to us in October 2010, PDI paid that month. Right before delivery to the customer, we found a turn signal bulb burned out (2 days prior to start date). I manually input this claim into GWM and got this result. Then, trying to...
Re: LPO for Camaro - 12/29/2010
... and leave parts OFF of the claim (they should have been shipped with the vehicle). IF this is a customer pay addition, you enter the claim with NO labor, NO parts. You find the opcode under the dealer installed accessories tab in the LTG. You are required...
Re: We need your warranty success story! - 01/14/2011
... that was going to cost the company over $2000.00. They told our parts manager to order a radio customer pay who in turn told SPECMO that the radio was COD and not warranty. The service manager and ASM decided they would goodwill the Radio and did not...
Re: Dumb Question on GMPP courtesy cars - 03/15/2011
... We simply loan them out. Since all of ours are older than 2 yrs, we don't bill GM for them. Our customers are spoiled. ...
Re: Dumb Question on GMPP courtesy cars - 03/15/2011
... We simply loan them out. Since all of ours are older than 2 yrs, we don't bill GM for them. Our customers are spoiled. [/quote] We also have in house LOANERS and charge them out as shuttle service-2 way, so that we get a little bit to help out...
Re: Do you check.....? - 02/25/2011
... suggest your shop do it too. Our sales staff uses this knowledge as a sales tool, telling the customer the vehicles are "up-to-date" on all recalls. [/quote] I do this as well, it keeps the techs busy on slow days, keeps the integrity of the sales...
Re: GM Radio Upgrade ? - 11/22/2010
... to U1C-AM/FM Stereo & Clock & Audio Disc. Not sure how to handle this. I'm afraid if the customer has problems later with the radio that the system will reject any claim thinking the vehicle still has the base radio. [/quote] Would DBC have the answer?...
Re: TRANS REPLACEMENT - 04/14/2009
... be a gray area. [/quote] I'd have to agree... we are thinking that any reprogramming should be customer pay at this point. The transmission didn't fail, the tcc was stuck & the pcm was reprogrammed....
OOPS - 03/31/2009
... Come to find out one of our service writers got a little too excited when writing up one of his customer's trucks and didn't notice the huge crane on top. Instead of taking it slow, he gunned the engine and made it about 30 feet in before he realized...
Recall 99093 1998-1999 Century/Regal - 05/12/2009
... the 1998-1999 Buick Regal and Century. I accidentally gave my last one away yesterday and have a customer in this morning that needs one. If anyone has one please fax to Teresa at 757-488-4782. I will be most appreciative. Thanks Teresa...
Re: New Features! Warranty Articles and Powertrain Coverage Lookup - 06/15/2009
GM Service Policies & Procedures Manual ARTICLE 1.5.18 - Warranty Parts Expediting As a customer enthusiasm service, GM will reimburse dealer for GM parts obtained locally and expenses incurred for expediting GM Parts not in dealer inventory when required...
Re: Silverado trailer wiring harness - 09/24/2009
... and the wiring connections outlined in this bulletin are the responsibility of the dealership or customer. These repairs should never be charged to warranty. If you have any questions, please consult with your District Service Manager." My question...
Let's Barter - 09/28/2009
... a lot of crazy stories, but I believe this one tops them all. Our sales manager had a call from a customer who wanted to know if we bartered. He said he had five cemetery plots at Temple Hill Cemetery that he wanted to trade for a down payment on a new...
sirius xm - 10/26/2009
... the siruis xm radio was taking out the cluster. The truck came with factory installed xm radio.Customer removed the xm and put in the sirius. Having the sirius installed means its aftermarket and not a warrantable repair correct? Would love your guys'...
Re: special policy #07187C - 12/17/2009
... and labor....@ 55,866 mi the vehicle is covered. 70,001 to 80,000 miles - only the ipc is covered, customer is responsible for labor just make sure you vin falls within the vin breakpoints for the model/year....
Re: Part questions - 11/30/2009
When I look it up on the return inquiry in parts - it says this: Application Number DS -4182509 Doc Type H Customer Code 201974 Return Code 04 Other Doc Types Status Completed Date Approved 25 Aug 2009 Date Received 22 Sep 2009 Date Completed 22...
Re: BATTERY - COVERAGE ??? - 10/05/2009
... through GM if it is within the 12/12. Claim type B and it may have to be H-routed. If it was customer pay then it does go through the battery manufacturer's warranty. See P&P art 1.5.11.2 - Battery Warranty Coverage...
Re: Has anyone been to a JL Warranty class for global yet? if so how was it? - 03/03/2010
... understand that if our dealership gets audited and they can lose MONEY because they don't have customer signatures, time flags, DTC's or any of the other necessarry information, they back us up in making sure the techs do their jobs. Also, if we are...
Re: PARTS EXPEDITE FROM ANOTHER DEALER - 03/05/2010
... When entering a part that was obtained from another local dealer, to resolve an issue with a customer's vehicle within the warranty period, the "Service Agent Trade" box should be checked on the part line. The price paid for that part to the other dealer...
Re: Global Warranty and ADP users - 03/05/2010
... and warranty on the RO. Seems like a big hassle to do this. Reynolds let you invoice only the customer portion of the RO leaving the Warranty/Internal open. (The advisors don't look up the labor ops/flag warranty time. I do all that.)...
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 02/03/2010
... You use the ZPTI claim type and the first time you submit for a lifetime part you have to mark the customer enthusiasm indicator and use the goodwill authorization to get it to pay. Sounds goofy, but it worked and this is how DBC said to do it. After...
Reynolds Users, GMPP Deductible in DCS - 05/20/2010
... deductible in sched 8 as a negative amount which then shows up in accounting as a zero when the customer has paid their deductible. Entering the claim, I find the N/I amount as -100.00 but the system won't let me itemize it. I then go to GWM and enter...
Re: 1993 CORVETTE - DISTRIBUTOR ISSUE - 04/28/2010
... IS THERE SOMETHING I AM NOT SEEING.... [/quote] If you go with the over the counter purchase the customer's coverage would be expired. If you go with the installation, it would still be under warranty by 2 days. BUT, does anyone know if the installation...
Re: sprecial policy claim in gwm - 03/23/2010
... the special indicator. Now another puzzle.... I have a Z7092 labor op that should be a ZSSP for customer satisfaction. Reject code 031 set, but how does one correct this code? It would be nice to know what is to be done to correct a code when set. I've...
Re: sprecial policy claim in gwm - 03/24/2010
... the special indicator. Now another puzzle.... I have a Z7092 labor op that should be a ZSSP for customer satisfaction. Reject code 031 set, but how does one correct this code? It would be nice to know what is to be done to correct a code when set. I've...
Re: Warranty Admin. job description - 12/22/2008
... being here a year, they are actually clocking in/out on jobs, making notes on the RO, getting customer signatures...wow... what progress! There is still room for improvement, but I think we would survive an audit now! In regard to your original question: you...
... and leave parts OFF of the claim (they should have been shipped with the vehicle). IF this is a customer pay addition, you enter the claim with NO labor, NO parts. You find the opcode under the dealer installed accessories tab in the LTG. You are required...
Re: We need your warranty success story! - 01/14/2011
... that was going to cost the company over $2000.00. They told our parts manager to order a radio customer pay who in turn told SPECMO that the radio was COD and not warranty. The service manager and ASM decided they would goodwill the Radio and did not...
Re: Dumb Question on GMPP courtesy cars - 03/15/2011
... We simply loan them out. Since all of ours are older than 2 yrs, we don't bill GM for them. Our customers are spoiled. ...
Re: Dumb Question on GMPP courtesy cars - 03/15/2011
... We simply loan them out. Since all of ours are older than 2 yrs, we don't bill GM for them. Our customers are spoiled. [/quote] We also have in house LOANERS and charge them out as shuttle service-2 way, so that we get a little bit to help out...
Re: Do you check.....? - 02/25/2011
... suggest your shop do it too. Our sales staff uses this knowledge as a sales tool, telling the customer the vehicles are "up-to-date" on all recalls. [/quote] I do this as well, it keeps the techs busy on slow days, keeps the integrity of the sales...
Re: GM Radio Upgrade ? - 11/22/2010
... to U1C-AM/FM Stereo & Clock & Audio Disc. Not sure how to handle this. I'm afraid if the customer has problems later with the radio that the system will reject any claim thinking the vehicle still has the base radio. [/quote] Would DBC have the answer?...
Re: TRANS REPLACEMENT - 04/14/2009
... be a gray area. [/quote] I'd have to agree... we are thinking that any reprogramming should be customer pay at this point. The transmission didn't fail, the tcc was stuck & the pcm was reprogrammed....
OOPS - 03/31/2009
... Come to find out one of our service writers got a little too excited when writing up one of his customer's trucks and didn't notice the huge crane on top. Instead of taking it slow, he gunned the engine and made it about 30 feet in before he realized...
Recall 99093 1998-1999 Century/Regal - 05/12/2009
... the 1998-1999 Buick Regal and Century. I accidentally gave my last one away yesterday and have a customer in this morning that needs one. If anyone has one please fax to Teresa at 757-488-4782. I will be most appreciative. Thanks Teresa...
Re: New Features! Warranty Articles and Powertrain Coverage Lookup - 06/15/2009
GM Service Policies & Procedures Manual ARTICLE 1.5.18 - Warranty Parts Expediting As a customer enthusiasm service, GM will reimburse dealer for GM parts obtained locally and expenses incurred for expediting GM Parts not in dealer inventory when required...
Re: Silverado trailer wiring harness - 09/24/2009
... and the wiring connections outlined in this bulletin are the responsibility of the dealership or customer. These repairs should never be charged to warranty. If you have any questions, please consult with your District Service Manager." My question...
Let's Barter - 09/28/2009
... a lot of crazy stories, but I believe this one tops them all. Our sales manager had a call from a customer who wanted to know if we bartered. He said he had five cemetery plots at Temple Hill Cemetery that he wanted to trade for a down payment on a new...
sirius xm - 10/26/2009
... the siruis xm radio was taking out the cluster. The truck came with factory installed xm radio.Customer removed the xm and put in the sirius. Having the sirius installed means its aftermarket and not a warrantable repair correct? Would love your guys'...
Re: special policy #07187C - 12/17/2009
... and labor....@ 55,866 mi the vehicle is covered. 70,001 to 80,000 miles - only the ipc is covered, customer is responsible for labor just make sure you vin falls within the vin breakpoints for the model/year....
Re: Part questions - 11/30/2009
When I look it up on the return inquiry in parts - it says this: Application Number DS -4182509 Doc Type H Customer Code 201974 Return Code 04 Other Doc Types Status Completed Date Approved 25 Aug 2009 Date Received 22 Sep 2009 Date Completed 22...
Re: BATTERY - COVERAGE ??? - 10/05/2009
... through GM if it is within the 12/12. Claim type B and it may have to be H-routed. If it was customer pay then it does go through the battery manufacturer's warranty. See P&P art 1.5.11.2 - Battery Warranty Coverage...
Re: Has anyone been to a JL Warranty class for global yet? if so how was it? - 03/03/2010
... understand that if our dealership gets audited and they can lose MONEY because they don't have customer signatures, time flags, DTC's or any of the other necessarry information, they back us up in making sure the techs do their jobs. Also, if we are...
Re: PARTS EXPEDITE FROM ANOTHER DEALER - 03/05/2010
... When entering a part that was obtained from another local dealer, to resolve an issue with a customer's vehicle within the warranty period, the "Service Agent Trade" box should be checked on the part line. The price paid for that part to the other dealer...
Re: Global Warranty and ADP users - 03/05/2010
... and warranty on the RO. Seems like a big hassle to do this. Reynolds let you invoice only the customer portion of the RO leaving the Warranty/Internal open. (The advisors don't look up the labor ops/flag warranty time. I do all that.)...
Re: CLAIMING BRAKE PADS LIFETIME WARRANTY ON GLOBAL WARRANTY CLAIM - 02/03/2010
... You use the ZPTI claim type and the first time you submit for a lifetime part you have to mark the customer enthusiasm indicator and use the goodwill authorization to get it to pay. Sounds goofy, but it worked and this is how DBC said to do it. After...
Reynolds Users, GMPP Deductible in DCS - 05/20/2010
... deductible in sched 8 as a negative amount which then shows up in accounting as a zero when the customer has paid their deductible. Entering the claim, I find the N/I amount as -100.00 but the system won't let me itemize it. I then go to GWM and enter...
Re: 1993 CORVETTE - DISTRIBUTOR ISSUE - 04/28/2010
... IS THERE SOMETHING I AM NOT SEEING.... [/quote] If you go with the over the counter purchase the customer's coverage would be expired. If you go with the installation, it would still be under warranty by 2 days. BUT, does anyone know if the installation...
Re: sprecial policy claim in gwm - 03/23/2010
... the special indicator. Now another puzzle.... I have a Z7092 labor op that should be a ZSSP for customer satisfaction. Reject code 031 set, but how does one correct this code? It would be nice to know what is to be done to correct a code when set. I've...
Re: sprecial policy claim in gwm - 03/24/2010
... the special indicator. Now another puzzle.... I have a Z7092 labor op that should be a ZSSP for customer satisfaction. Reject code 031 set, but how does one correct this code? It would be nice to know what is to be done to correct a code when set. I've...
Re: Warranty Admin. job description - 12/22/2008
... being here a year, they are actually clocking in/out on jobs, making notes on the RO, getting customer signatures...wow... what progress! There is still room for improvement, but I think we would survive an audit now! In regard to your original question: you...
Little Tiggers - 12/09/2008
... Chevrolet, is located in northeastern Pennsylvania in the middle of farm country. One of our customers, who drives a Trailblazer equipped with Onstar, lives 25 miles north of us out in the country. Her vehicle had been parked in a barn on her property....
Re: Warranty Compliance - 12/02/2008
... of the repair order corresponding to each line of repair. Team codes are not acceptable. All customer pay, warranty, policy and internal repair order time must be accountable through the technician's time and payroll records. All technician's payroll...
Re: Replaced starter - 02/25/2009
... to explain it to my service advisor's was this: Parts warranty only covers parts paid for by the CUSTOMER. If GM pays for the part it's under warranty and therefore it's a repeat repair. Yeah I know, there are some exceptions, but it was the simplest...
Re: RECALL - 02/16/2009
... funny. I just don't see how the intake on that Caddy should in any way be GM's problem. If the customer isn't willing to put the money into the vehicle to keep it running, why should GM worry about it? Sounds like a typical Caddy owner, not willing...
Re: OVERNIGHT / LOCAL FREIGHT - 06/03/2008
1.5.18 - Warranty Parts Expediting As a customer enthusiasm service, GM will reimburse dealer for GM parts obtained locally and expenses incurred for expediting GM Parts not in dealer inventory when required to satisfy any applicable GM warranty peri...
Just When You Think You Know Someone - 06/20/2008
... in the service aisle winding down from a busy day and in pulls a car with two long time, older customers that I have joked and talked with multiple times. The wife starts talking about her problems with a service advisor and the husband starts walking...
Re: Just When You Think You Know Someone - 06/23/2008
... some people think they can get away with something like that? If the service manager had hit the customer there would have been a lawsuit! Wow!...
Re: AC/DELCO BATTERY PARTS WARRANTY QUESTION - 06/25/2008
... either. We haven't come up with any good solution and I think usually just internal the time. Customer's kept happy this way, but not good for the dealership! Any one else have any better solution?...
Clarifacation on Labor Op #Z7091 - 07/02/2008
... HAD TO REPLACE THE FUEL FILTER HOUSING ASSY PT#98017680 DUE TO 2ND COMPLIANT BY CUSTOMER, WE DID THIS AS A GOODWILL -- THE CLAIM REJECTED FOR: NOT GOODWILL-MIC AGREEMENT FOUND, WITH COMMENTS THAT... IF WE WISH TO HANDLE THE MIC DEDUCT AS A GOODWILL-IT...
Bumper Tag - 05/16/2008
Being the Warranty Administrator, I do not usually deal with too many customers. However I do answer the phone which sometimes gets me in deeper than I want to be. One day I spoke with a lady on the phone who had a sister with a Chevrolet Malibu that...
Re: BATTERY (CONFUSION) - 05/23/2008
... battery warranty info is removed and put on the back of the hard copy. Also, assuming this is a customer vehicle not a stock unit- no charging or replacement on stock units, and if under the 250 mile mark you have to call PQC to authorize replacement. ...
Re: Cracked pads - 05/20/2008
... is the service advisor and technician's responsiblility. The SA should write something such as: Customer states hears grind/squeal noise when applying brakes. Tech should state:(cause) inspected front & rear brake pads, calipers, rotors and found front...
COMPONENT LETTER - 05/16/2008
WELCOME BACK EVERYONE. MY SERVICE MANAGER WANTS TO DO A COMPONENT LETTER FOR A CUSTOMER. PROBLEM IS NEITHER ONE OF US HAS EVER DONE ONE BEFORE. DOES ANYONE KNOW IF THERE IS A TEMPLATE FOR THIS LETTER. OR WHERE CAN I FIND OUT WHAT IT NEEDS TO SAY. ...
Re: COMPLAINT & FAIL CODES - 04/08/2008
Hows this for a correction statement? "verified lesk coming from eater pump, replaced pump, all ok." I deal with this kind of "new english" every day. Unfortunately, the customers are seeing this too. Ah well, Brian
Re: 50/50 SPLIT - 01/30/2008
... the difference when GM pays their half. The other 50 percent should have been paid by the customer making all equal out in the end. R&R screen 7010, 7, 20, etc. Oh, assuming that the Warranty side is still open, just fill in the blanks with the 50 percent...
Re: Z5000 - 02/19/2008
1.5.18 WARRANTY PARTS EXPEDITING As a customer enthusiasm service, GM will reimburse dealer for GM parts obtained locally and expenses incurred for expediting GM Parts not in dealer inventory when required to satisfy any APPLICABLE GM warranty period....
GMPP deduct override - 11/30/2007
... You use claim type 3 and enter auth code G. A deduct is normally over overridden if the customer has already paid the deduct on the same repair labor op or area of the car in a close amount of time. I think overriding a deduct in this can may fall into...
Pyramid Repairs - 12/14/2007
... the same repair order resulting in the use of two or more labor operations submitted for a single customer concern. The second labor operation must be approved as an add on repair. **Excessive use of pyramid repairs can generate a Dealer Self Review. Technicians...
Time Punches - 09/25/2007
HELP!!! Big argument about time punches. does customer pay work need to be time punched? On warranty work, does every repair have to have different punch time even if you are not doing any "00" time? thanks
Forum - 09/25/2007
Customer pay, internal and warranty repairs must all be time punched. Dealer Policy Manual WR page 18 & Warranty Administration Manual CE page 15: "You must also keep a full accounting of the actual time spent on warranty and non-warranty work." Each ...
Open Repair Orders - 09/25/2007
... leaves the dealership. Reference the original repair order on the subsequent claim when the customer returns to have the component replaced. With consideration to the lemon law, open repair order days will further the case for a buyback. ...
Forum - 09/19/2007
... time clocked or there's nothing stating what might be wrong, and therefore could be any number of customer concern labor ops, I'll 0 it out and not submit it. I may not also if I feel it may come back again with the problems, as submitting it will, in...
Gray Market - 09/19/2007
I am a newbie to doing warranty so I hope this is not a stupid question. I have resently had 2 Canadian customer I had to call BDC because the first claim got rejected. They told me that I had to H-route the claim esp. if they were travelers. Why????...
NPF ops - 10/22/2007
... problems here. Some more info may be helpful in solving this case. List the make, model, VIN, the customers complaint and what the tech found. Problem #1 - LD comes back saying the op isn't listed for the vehicle. Did you build the vehicle in the LTG...
What Would You Do? 04/08 - 04/21/2008
A customer with a 2007 Chrysler 300 had a concern with the operation of their driver side power seat mechanism. The seat would not move in the forward direction. The technician diagnosed the concern to an open in the wiring under the driver seat. In...
... Chevrolet, is located in northeastern Pennsylvania in the middle of farm country. One of our customers, who drives a Trailblazer equipped with Onstar, lives 25 miles north of us out in the country. Her vehicle had been parked in a barn on her property....
Re: Warranty Compliance - 12/02/2008
... of the repair order corresponding to each line of repair. Team codes are not acceptable. All customer pay, warranty, policy and internal repair order time must be accountable through the technician's time and payroll records. All technician's payroll...
Re: Replaced starter - 02/25/2009
... to explain it to my service advisor's was this: Parts warranty only covers parts paid for by the CUSTOMER. If GM pays for the part it's under warranty and therefore it's a repeat repair. Yeah I know, there are some exceptions, but it was the simplest...
Re: RECALL - 02/16/2009
... funny. I just don't see how the intake on that Caddy should in any way be GM's problem. If the customer isn't willing to put the money into the vehicle to keep it running, why should GM worry about it? Sounds like a typical Caddy owner, not willing...
Re: OVERNIGHT / LOCAL FREIGHT - 06/03/2008
1.5.18 - Warranty Parts Expediting As a customer enthusiasm service, GM will reimburse dealer for GM parts obtained locally and expenses incurred for expediting GM Parts not in dealer inventory when required to satisfy any applicable GM warranty peri...
Just When You Think You Know Someone - 06/20/2008
... in the service aisle winding down from a busy day and in pulls a car with two long time, older customers that I have joked and talked with multiple times. The wife starts talking about her problems with a service advisor and the husband starts walking...
Re: Just When You Think You Know Someone - 06/23/2008
... some people think they can get away with something like that? If the service manager had hit the customer there would have been a lawsuit! Wow!...
Re: AC/DELCO BATTERY PARTS WARRANTY QUESTION - 06/25/2008
... either. We haven't come up with any good solution and I think usually just internal the time. Customer's kept happy this way, but not good for the dealership! Any one else have any better solution?...
Clarifacation on Labor Op #Z7091 - 07/02/2008
... HAD TO REPLACE THE FUEL FILTER HOUSING ASSY PT#98017680 DUE TO 2ND COMPLIANT BY CUSTOMER, WE DID THIS AS A GOODWILL -- THE CLAIM REJECTED FOR: NOT GOODWILL-MIC AGREEMENT FOUND, WITH COMMENTS THAT... IF WE WISH TO HANDLE THE MIC DEDUCT AS A GOODWILL-IT...
Bumper Tag - 05/16/2008
Being the Warranty Administrator, I do not usually deal with too many customers. However I do answer the phone which sometimes gets me in deeper than I want to be. One day I spoke with a lady on the phone who had a sister with a Chevrolet Malibu that...
Re: BATTERY (CONFUSION) - 05/23/2008
... battery warranty info is removed and put on the back of the hard copy. Also, assuming this is a customer vehicle not a stock unit- no charging or replacement on stock units, and if under the 250 mile mark you have to call PQC to authorize replacement. ...
Re: Cracked pads - 05/20/2008
... is the service advisor and technician's responsiblility. The SA should write something such as: Customer states hears grind/squeal noise when applying brakes. Tech should state:(cause) inspected front & rear brake pads, calipers, rotors and found front...
COMPONENT LETTER - 05/16/2008
WELCOME BACK EVERYONE. MY SERVICE MANAGER WANTS TO DO A COMPONENT LETTER FOR A CUSTOMER. PROBLEM IS NEITHER ONE OF US HAS EVER DONE ONE BEFORE. DOES ANYONE KNOW IF THERE IS A TEMPLATE FOR THIS LETTER. OR WHERE CAN I FIND OUT WHAT IT NEEDS TO SAY. ...
Re: COMPLAINT & FAIL CODES - 04/08/2008
Hows this for a correction statement? "verified lesk coming from eater pump, replaced pump, all ok." I deal with this kind of "new english" every day. Unfortunately, the customers are seeing this too. Ah well, Brian
Re: 50/50 SPLIT - 01/30/2008
... the difference when GM pays their half. The other 50 percent should have been paid by the customer making all equal out in the end. R&R screen 7010, 7, 20, etc. Oh, assuming that the Warranty side is still open, just fill in the blanks with the 50 percent...
Re: Z5000 - 02/19/2008
1.5.18 WARRANTY PARTS EXPEDITING As a customer enthusiasm service, GM will reimburse dealer for GM parts obtained locally and expenses incurred for expediting GM Parts not in dealer inventory when required to satisfy any APPLICABLE GM warranty period....
GMPP deduct override - 11/30/2007
... You use claim type 3 and enter auth code G. A deduct is normally over overridden if the customer has already paid the deduct on the same repair labor op or area of the car in a close amount of time. I think overriding a deduct in this can may fall into...
Pyramid Repairs - 12/14/2007
... the same repair order resulting in the use of two or more labor operations submitted for a single customer concern. The second labor operation must be approved as an add on repair. **Excessive use of pyramid repairs can generate a Dealer Self Review. Technicians...
Time Punches - 09/25/2007
HELP!!! Big argument about time punches. does customer pay work need to be time punched? On warranty work, does every repair have to have different punch time even if you are not doing any "00" time? thanks
Forum - 09/25/2007
Customer pay, internal and warranty repairs must all be time punched. Dealer Policy Manual WR page 18 & Warranty Administration Manual CE page 15: "You must also keep a full accounting of the actual time spent on warranty and non-warranty work." Each ...
Open Repair Orders - 09/25/2007
... leaves the dealership. Reference the original repair order on the subsequent claim when the customer returns to have the component replaced. With consideration to the lemon law, open repair order days will further the case for a buyback. ...
Forum - 09/19/2007
... time clocked or there's nothing stating what might be wrong, and therefore could be any number of customer concern labor ops, I'll 0 it out and not submit it. I may not also if I feel it may come back again with the problems, as submitting it will, in...
Gray Market - 09/19/2007
I am a newbie to doing warranty so I hope this is not a stupid question. I have resently had 2 Canadian customer I had to call BDC because the first claim got rejected. They told me that I had to H-route the claim esp. if they were travelers. Why????...
NPF ops - 10/22/2007
... problems here. Some more info may be helpful in solving this case. List the make, model, VIN, the customers complaint and what the tech found. Problem #1 - LD comes back saying the op isn't listed for the vehicle. Did you build the vehicle in the LTG...
What Would You Do? 04/08 - 04/21/2008
A customer with a 2007 Chrysler 300 had a concern with the operation of their driver side power seat mechanism. The seat would not move in the forward direction. The technician diagnosed the concern to an open in the wiring under the driver seat. In...
Re: Taking a Poll - 08/20/2008
... Full Time 11) Female 12) Whatever is needed....Answer phones, Service Advisor, Cashier, Customer Follow-up, Filing, Technician Pay... 13) No 14) Salary...
Re: Taking a Poll - 08/20/2008
... responsibilities are overseeing cashiering,svc and bodyshop payroll,extended warranty processing, customer follow up, special order parts handling, rental and tow payables, I am in charge of all reminder mailings and follow up for maintenance,recalls,etc,...
About Two Hours - 03/04/2009
... the services she wanted done to her car and then asked how long the repairs would take. I told the customer it would be about two hours. She handed me her keys and said, "I will go shopping for a few hours." Then she walked out of the dealership. It...
Re: GWM -VS- GSA COURTESY DELIVERY PROGRAM - 04/27/2010
... on the form. -Agency receiving vehicle -Date of delivery (mo. & yr.) -Warranty (same as retail customer) -Purchase order number -Contract number NOTE: Service Agent-bid GSA vehicles are not eligible for the additional administrative time or the...
Re: Taking a Poll - 04/12/2010
... in the dealership? If so, what are they? Yes, Service Cashier, some accounting, A/R, filing (ugh), customer follow up calls and letters. 13. Ever attended a J&L Warranty Training class? No...
Re: Taking a Poll - 04/13/2010
... to be done at the time.....I step up and do it...everything from cleaning...shuttle driving...customer assistance...paperwork....cashiering..accounts receivable...you name it..ive probably done it... 13.I attended one in February..i believe...learned...
Re: sirius xm - 10/27/2009
Wow. Lucky you. I would agree that sirius is aftermarket since the customer removed the factory installed xm radio. Also, refer to P&P 1.2.2.2 - Damage Due to Accidents, Misuse, or Alterations which specifically states: The New Vehicle Limited Warranty...
Re: Quick Tip from Aug 2008 about Engine Dye question - 08/12/2009
... be closed (typically as an internal repair) when the vehicle leaves the dealership. When the customer returns to the dealership for repair of the leak, open a new repair order (with current mileage) to account for the repair time, including diagnosis....
Re: GM Radio Upgrade ? - 11/19/2010
... > Introduction > Dealer Installed GM Accessories. Warranty Operations General Motors Customer Care and Aftersales ~~~~~~~~~~~~~~~~ Does this help?...
Re: Parts purchased locally. global pays less. - 10/29/2010
... When entering a part that was obtained from another local dealer, to resolve an issue with a customer's vehicle within the warranty period, the "Service Agent Trade" box should be checked on the part line. The price paid for that part to the other...
Re: What constitutes tampering? - 01/06/2011
... Warranty. Hope this helps. [/quote] That is the one we printed off to give to the customer to back us up, but we were hoping to find something that specifically related to catalytic convertters OR exhaust systems. Thanks for your help! Much...
Re: Warranty on vehicle for sale - 05/20/2011
... Transaction) refers to improving the vehicle's condition and value prior to its sale to a customer. This involves repair or replacement of wear and tear and maintenance items, damage to the vehicle or any other non-warrantable failure. Under no circumstances...
Re: Would you submit this as warranty? - 04/26/2011
... is a option in this op code for seat repair with sublet code S2. I also I think I would use the customer enthusiasm....
Re: Service Call - 11/21/2011
... consult your Service Agent/Retailer. The Roadside Assistance contact information is listed in the Customer Assistance Offices section of the Warranty and Owner Assistance Information booklet....
Re: 2009 Chev Aveo - 03/23/2012
... needs to document cause of failure. That would determine how to submit (i.e.- basic warranty or customer enthusiasm)....
What Would You Do - 02/14 - 01/28/2014
On November 12, 2013, a customer visited their local Chevrolet dealership with several significant concerns relating to their 2013 Chevrolet Cruze. The first concern was the lack of heat and overheating. The technician confirmed both issues and replaced...
Re: What Would You Do - 04/15 - 04/14/2015
... new transmission to correct the concern. While the vehicle was being diagnosed and repaired, the customer was placed in a rental vehicle in order to return to his home state and to work. DMA approval was obtained for a rental that would exceed six...
What Would You Do - 04/15 - 03/26/2015
... new transmission to correct the concern. While the vehicle was being diagnosed and repaired, the customer was placed in a rental vehicle in order to return to his home state and to work. DMA approval was obtained for a rental that would exceed six...
What Would You Do - 10/15 - 10/02/2015
... condition on the bottom of both rear doors and the driver side front door. After reviewing the customer's concern, the technician found bulletin 02-08-98-002, Hem Flange Rust Repair for 2014 model year vehicles and prior. The bulletin states in the...
Forum - 04/25/2018
... AC Delco warranty replacements, the Delco distributor exchanges the battery which we bill at $0. Customer pays labor on any Delco battery replacements (usually the promotional $24) The replacement term is based on the original purchase of the battery,...
Forum - 02/14/2018
... time is necessary in the following scenarios: Transactions with Other Labor Hours With any customer concerns added to the job card (add ons) after the initial job card write up As ewill3rd mentioned in the previous post technicians must follow strategy...
Forum - 06/05/2017
... that are not included in GWM warranty analytics reporting are excluded (Example exclusions: Customer Enthusiasm, Policy and Recalls,Goodwill Labor Operations)." Global Warranty Management User Manual: Article 6.4.2 Service Agent Summary Page....
Re: Android Auto update - 04/22/2016
... 0.4 in base time, op code from the bulletin for whichever GM brand of vehicle)GM states that these customers should be getting a mail notice that they are eligible to have the update performed and should return to the dealer. I do understand from our...
Re: DEALERTRACK - 06/22/2016
... to wait. In case you don't know how, here you go my friend... 1. tabs at top of R.O., click on Customer info. 2. Option box in the middle of the page /click on the down arrow. 3. click on service contract. 4. add 5. should be a list of service contracts...
Forum - 02/02/2017
... note: the vehicle must be registered in a qualifying state at the time of the part failure for the customer to be eligible for the warranty - if the vehicle is no longer registered in a qualifying state, emissions reverts back to Federal. I see that...
... Full Time 11) Female 12) Whatever is needed....Answer phones, Service Advisor, Cashier, Customer Follow-up, Filing, Technician Pay... 13) No 14) Salary...
Re: Taking a Poll - 08/20/2008
... responsibilities are overseeing cashiering,svc and bodyshop payroll,extended warranty processing, customer follow up, special order parts handling, rental and tow payables, I am in charge of all reminder mailings and follow up for maintenance,recalls,etc,...
About Two Hours - 03/04/2009
... the services she wanted done to her car and then asked how long the repairs would take. I told the customer it would be about two hours. She handed me her keys and said, "I will go shopping for a few hours." Then she walked out of the dealership. It...
Re: GWM -VS- GSA COURTESY DELIVERY PROGRAM - 04/27/2010
... on the form. -Agency receiving vehicle -Date of delivery (mo. & yr.) -Warranty (same as retail customer) -Purchase order number -Contract number NOTE: Service Agent-bid GSA vehicles are not eligible for the additional administrative time or the...
Re: Taking a Poll - 04/12/2010
... in the dealership? If so, what are they? Yes, Service Cashier, some accounting, A/R, filing (ugh), customer follow up calls and letters. 13. Ever attended a J&L Warranty Training class? No...
Re: Taking a Poll - 04/13/2010
... to be done at the time.....I step up and do it...everything from cleaning...shuttle driving...customer assistance...paperwork....cashiering..accounts receivable...you name it..ive probably done it... 13.I attended one in February..i believe...learned...
Re: sirius xm - 10/27/2009
Wow. Lucky you. I would agree that sirius is aftermarket since the customer removed the factory installed xm radio. Also, refer to P&P 1.2.2.2 - Damage Due to Accidents, Misuse, or Alterations which specifically states: The New Vehicle Limited Warranty...
Re: Quick Tip from Aug 2008 about Engine Dye question - 08/12/2009
... be closed (typically as an internal repair) when the vehicle leaves the dealership. When the customer returns to the dealership for repair of the leak, open a new repair order (with current mileage) to account for the repair time, including diagnosis....
Re: GM Radio Upgrade ? - 11/19/2010
... > Introduction > Dealer Installed GM Accessories. Warranty Operations General Motors Customer Care and Aftersales ~~~~~~~~~~~~~~~~ Does this help?...
Re: Parts purchased locally. global pays less. - 10/29/2010
... When entering a part that was obtained from another local dealer, to resolve an issue with a customer's vehicle within the warranty period, the "Service Agent Trade" box should be checked on the part line. The price paid for that part to the other...
Re: What constitutes tampering? - 01/06/2011
... Warranty. Hope this helps. [/quote] That is the one we printed off to give to the customer to back us up, but we were hoping to find something that specifically related to catalytic convertters OR exhaust systems. Thanks for your help! Much...
Re: Warranty on vehicle for sale - 05/20/2011
... Transaction) refers to improving the vehicle's condition and value prior to its sale to a customer. This involves repair or replacement of wear and tear and maintenance items, damage to the vehicle or any other non-warrantable failure. Under no circumstances...
Re: Would you submit this as warranty? - 04/26/2011
... is a option in this op code for seat repair with sublet code S2. I also I think I would use the customer enthusiasm....
Re: Service Call - 11/21/2011
... consult your Service Agent/Retailer. The Roadside Assistance contact information is listed in the Customer Assistance Offices section of the Warranty and Owner Assistance Information booklet....
Re: 2009 Chev Aveo - 03/23/2012
... needs to document cause of failure. That would determine how to submit (i.e.- basic warranty or customer enthusiasm)....
What Would You Do - 02/14 - 01/28/2014
On November 12, 2013, a customer visited their local Chevrolet dealership with several significant concerns relating to their 2013 Chevrolet Cruze. The first concern was the lack of heat and overheating. The technician confirmed both issues and replaced...
Re: What Would You Do - 04/15 - 04/14/2015
... new transmission to correct the concern. While the vehicle was being diagnosed and repaired, the customer was placed in a rental vehicle in order to return to his home state and to work. DMA approval was obtained for a rental that would exceed six...
What Would You Do - 04/15 - 03/26/2015
... new transmission to correct the concern. While the vehicle was being diagnosed and repaired, the customer was placed in a rental vehicle in order to return to his home state and to work. DMA approval was obtained for a rental that would exceed six...
What Would You Do - 10/15 - 10/02/2015
... condition on the bottom of both rear doors and the driver side front door. After reviewing the customer's concern, the technician found bulletin 02-08-98-002, Hem Flange Rust Repair for 2014 model year vehicles and prior. The bulletin states in the...
Forum - 04/25/2018
... AC Delco warranty replacements, the Delco distributor exchanges the battery which we bill at $0. Customer pays labor on any Delco battery replacements (usually the promotional $24) The replacement term is based on the original purchase of the battery,...
Forum - 02/14/2018
... time is necessary in the following scenarios: Transactions with Other Labor Hours With any customer concerns added to the job card (add ons) after the initial job card write up As ewill3rd mentioned in the previous post technicians must follow strategy...
Forum - 06/05/2017
... that are not included in GWM warranty analytics reporting are excluded (Example exclusions: Customer Enthusiasm, Policy and Recalls,Goodwill Labor Operations)." Global Warranty Management User Manual: Article 6.4.2 Service Agent Summary Page....
Re: Android Auto update - 04/22/2016
... 0.4 in base time, op code from the bulletin for whichever GM brand of vehicle)GM states that these customers should be getting a mail notice that they are eligible to have the update performed and should return to the dealer. I do understand from our...
Re: DEALERTRACK - 06/22/2016
... to wait. In case you don't know how, here you go my friend... 1. tabs at top of R.O., click on Customer info. 2. Option box in the middle of the page /click on the down arrow. 3. click on service contract. 4. add 5. should be a list of service contracts...
Forum - 02/02/2017
... note: the vehicle must be registered in a qualifying state at the time of the part failure for the customer to be eligible for the warranty - if the vehicle is no longer registered in a qualifying state, emissions reverts back to Federal. I see that...
Forum - 02/09/2017
Please see below message from GM with clarifications: Yesterday GM released Customer Satisfaction Bulletin 17019: Stochastic Pre-Ignition (SPI) Causing Cracked Piston. Below are a few important clarifications: Warranty Information Both the oil and...
Forum - 11/15/2022
... scenario that came to mind when you use the term "discrepancy" is the issue that arises when your customer has OnStar and your advisor does not identify the correct current odometer. If OnStar mileage does not match your RO odometer you will get a rejection...
Forum - 08/11/2022
... would have had my SM do this as a 2 line transaction with 2 separate failures related to a single customer concern with proper punch times Doing it this way would require a related repair authorization because these would be in the same opcode group The...
Forum - 02/14/2022
... to the failure of the others, you could do an add line for the second bank related to the customer's original concern and submit base and add times without OLH for the 2nd bank but this would require a related/repeat repair authorization.  ...
Forum - 05/06/2021
... these guys can't read and they want to make GM pay all day for everything. As an example I had a customer come in the other day with an Equinox that has a P0420 indicating a bad catalyst. There is a special coverage that basically says if the car has...
Forum - 06/17/2021
Okay, I don't want you to think all my guys are knuckle draggers. "TEST DROVE VEHICLE AND VERIFIED CUSTOMER CONCERN, CHECKED FOR CODES AND FOUND A P2723, DURING TEST DRIVE VERIFIED NO REVERSE, DELAYED SHIFT FROM 2-3, 3-4,AND 4TH INTO 5TH, FLUID CONDITION...
Forum - 06/02/2021
... them by VIN. My morons...er service advisors don't have the intelligence to explain to these customers that they should come in when the oil life is low, not at 1,000 miles. The other day one of my advisors just did the oil change because we didn't...
Forum - 09/20/2018
... (IVH), the vehicle MUST be registered in a qualifying state at the time of part failure for the customer to be eligible for the warranty shown. If the vehicle is no longer registered in a qualifying state, emissions component coverage will revert back...
Forum - 09/20/2018
... (IVH), the vehicle MUST be registered in a qualifying state at the time of part failure for the customer to be eligible for the warranty shown. If the vehicle is no longer registered in a qualifying state, emissions component coverage will revert back...
Forum - 03/08/2019
Our process is as follows: When the customer is put in the vehicle two copies of the contract are printed. One for the client and one is attached to the job card. When the vehicle is returned the advisor checks in the vehicle and I use OnTrac to print...
Forum - 12/18/2018
... maintenance to include an oil change, tire rotation and multi-point vehicle inspection. The customer (at time of vehicle delivery) will be given the option to purchase Optional Chevrolet Extended Maintenance (checked...
Forum - 02/07/2020
... it cannot be approved for the ZREG block on the IVH report. The only exception MIGHT be if the customer previously purchased a manifold/converter AFTER the salvage title was issued and it fell within guidelines for parts warranty coverage. PS, E code...
Forum - 07/15/2019
... "Technician(s) must document on the shop copy of the job card the steps taken to correct the customer’s concern in detail." According to an on-site auditor from another manufacturer (not GM) who shall remain nameless, and whose Assurance...
Forum - 05/31/2019
... posted times include strategy-based diag, meaning it's routine diagnosis. For example if the customer states a battery has to be jump started, part of strategy-based diagnosis is obviously connecting a battery charger to test the battery first. ...
Forum - 01/26/2024
... and they do the service regen and they don't see an issue then it is a maintenance problem on the customer's part and they are responsible for any and all charges. There are instructions in the owners manual how to maintain and operate the vehicle. If...
Forum - 01/24/2024
... only is being replaced, when replacing a component under Policy, or when replacing a component for Customer Enthusiasm. ...
Please see below message from GM with clarifications: Yesterday GM released Customer Satisfaction Bulletin 17019: Stochastic Pre-Ignition (SPI) Causing Cracked Piston. Below are a few important clarifications: Warranty Information Both the oil and...
Forum - 11/15/2022
... scenario that came to mind when you use the term "discrepancy" is the issue that arises when your customer has OnStar and your advisor does not identify the correct current odometer. If OnStar mileage does not match your RO odometer you will get a rejection...
Forum - 08/11/2022
... would have had my SM do this as a 2 line transaction with 2 separate failures related to a single customer concern with proper punch times Doing it this way would require a related repair authorization because these would be in the same opcode group The...
Forum - 02/14/2022
... to the failure of the others, you could do an add line for the second bank related to the customer's original concern and submit base and add times without OLH for the 2nd bank but this would require a related/repeat repair authorization.  ...
Forum - 05/06/2021
... these guys can't read and they want to make GM pay all day for everything. As an example I had a customer come in the other day with an Equinox that has a P0420 indicating a bad catalyst. There is a special coverage that basically says if the car has...
Forum - 06/17/2021
Okay, I don't want you to think all my guys are knuckle draggers. "TEST DROVE VEHICLE AND VERIFIED CUSTOMER CONCERN, CHECKED FOR CODES AND FOUND A P2723, DURING TEST DRIVE VERIFIED NO REVERSE, DELAYED SHIFT FROM 2-3, 3-4,AND 4TH INTO 5TH, FLUID CONDITION...
Forum - 06/02/2021
... them by VIN. My morons...er service advisors don't have the intelligence to explain to these customers that they should come in when the oil life is low, not at 1,000 miles. The other day one of my advisors just did the oil change because we didn't...
Forum - 09/20/2018
... (IVH), the vehicle MUST be registered in a qualifying state at the time of part failure for the customer to be eligible for the warranty shown. If the vehicle is no longer registered in a qualifying state, emissions component coverage will revert back...
Forum - 09/20/2018
... (IVH), the vehicle MUST be registered in a qualifying state at the time of part failure for the customer to be eligible for the warranty shown. If the vehicle is no longer registered in a qualifying state, emissions component coverage will revert back...
Forum - 03/08/2019
Our process is as follows: When the customer is put in the vehicle two copies of the contract are printed. One for the client and one is attached to the job card. When the vehicle is returned the advisor checks in the vehicle and I use OnTrac to print...
Forum - 12/18/2018
... maintenance to include an oil change, tire rotation and multi-point vehicle inspection. The customer (at time of vehicle delivery) will be given the option to purchase Optional Chevrolet Extended Maintenance (checked...
Forum - 02/07/2020
... it cannot be approved for the ZREG block on the IVH report. The only exception MIGHT be if the customer previously purchased a manifold/converter AFTER the salvage title was issued and it fell within guidelines for parts warranty coverage. PS, E code...
Forum - 07/15/2019
... "Technician(s) must document on the shop copy of the job card the steps taken to correct the customer’s concern in detail." According to an on-site auditor from another manufacturer (not GM) who shall remain nameless, and whose Assurance...
Forum - 05/31/2019
... posted times include strategy-based diag, meaning it's routine diagnosis. For example if the customer states a battery has to be jump started, part of strategy-based diagnosis is obviously connecting a battery charger to test the battery first. ...
Forum - 01/26/2024
... and they do the service regen and they don't see an issue then it is a maintenance problem on the customer's part and they are responsible for any and all charges. There are instructions in the owners manual how to maintain and operate the vehicle. If...
Forum - 01/24/2024
... only is being replaced, when replacing a component under Policy, or when replacing a component for Customer Enthusiasm. ...
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Results found: 56
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Goodwill Tools - 03/26/2024
... specialized labor operations for specific non-repair situations that are intended to offset a customer inconvenience or dissatisfaction with their vehicle or the service provided. In other words, you have a customer who is not happy and you want to do...
Courtesy Transportation - 04/12/2022
Nobody likes having their wings clipped. When your customer needs repairs, has a recall, or anything else that separates them from having free access to their vehicle, it can be a bit of an obstacle for them. Helping them through a sticky situation can...
Missed Revenue - Administrative Allowance - 08/28/2018
... Allowance. Administrative Allowances are paid on certain claims Warranty Parts Center Returns, Customer Reimbursement Claims, Certain Sublet Repairs, Electronic Exchange Components, and Tire Warranty Claims Service agents are allowed to claim up to $25...
Customer Participation - 03/20/2020
The Customer/Service Agent Participation Amount field of a warranty transaction is used to enter customer or service agent participation towards a warranty repair. The dollar amount represents the agreed upon dollar amount for policy or non-warranty...
Warranty Briefs: Customer Signatures - 03/18/2021
Customer signatures are a hot topic; specifically, the lack thereof. Per Policies and Procedures, a customer's signature is the means for authorizing the dealership to work on their vehicle and it must be obtained at initial write-up and prior to any...
Customer Purchased Parts and Accessories - 04/02/2020
The majority of GM service replacement parts are warrantied for 24 months, unlimited mileage. If the purchased part was installed at a dealership and fails within 24 months, parts and labor are covered. Subsequent replacements under this warranty will ...
Global Warranty Management Submission - 12/16/2016
... at the factory. Service Event, ZSET is used to register Service Agent Installed Options and for customer pay service transactions. The Service Agent Installed Option checkbox will appear when this transaction type is used. Select the box to record the...
Maintenance Programs - 02/13/2024
The General Motors complimentary maintenance plans are intended to help your dealership create customer loyalty. When a customer brings their GM vehicle back to their selling dealership for their maintenance needs it substantially increases the chance...
Concern Not Duplicated - 05/17/2022
Customer concern not duplicated, or to some, no problem found describes a situation where a technician has made an attempt to diagnose and repair a customer's concern, but in the end, no defect could be found. There are a series of labor operations,...
Missed Revenue - Recalls - 02/24/2022
... for sale, or releasing the vehicle. Missing an open recall may also mean a missed opportunity for customer satisfaction, as well as the lack of responsibility by the dealer. When a vehicle is in the service department for repairs or scheduled maintenance completing...
Service Management Approvals and Authorizations - 09/02/2022
... to first transaction submission include OLH, Straight Time exceeding 2 hours, Policy adjustments, customer reimbursements up to $ Vehicle payments up to $1,000 (labor operation 0600005), and Incidental expenses up to $500 (labor operation 0600015). Authorization...
Roadside Assistance - 07/26/2017
... offers security and convenience to GM vehicle owners. The services provided are at no cost to the customer and offer piece of mind when in a distressed situation. Your customers most likely heard about the Roadside Assistance program when they purchased...
Missed Revenue - Parts Expediting - 02/02/2022
... expect that your parts department will always have the part your technician needs to repair your customer's vehicle. And because it is important to GM that your customer's warranty concerns are corrected the same day they bring their vehicle to you they...
Add On Repairs - 06/13/2023
... the technician's paycheck. The two most common examples of add on repair situations are when The customer contacts the service advisor to add another concern that was not mentioned at the time of job card write up. Or when a technician discovers a defect...
Most Common Warranty Deviations - 03/08/2023
... warranty/policy concern added to the job card that was not expressed orally or in writing by the customer at initial write up is considered an add-on repair and requires service management signature/initials, date, time, and explanation prior to the...
Cross-line Warranty - 12/11/2023
From a customer's perspective, there isn't anything more frustrating or worrisome than a broken down vehicle away from home. The cross-line warranty program provides Service Agents with the ability to perform repairs for those customers who are significantly...
General Comments - 10/10/2017
... comments that are required to support an authorization. It's certainly not necessary to repeat the customer's concern or the cause of failure and correction information which is already documented on the job card. However, there are good reasons to enter...
Lifetime Parts Warranty - 06/09/2022
... Warranty is available to all service agents with no enrollment necessary. The original purchasing customer is able to return to any GM dealer for service. Towing and/or any form of courtesy transportation is not included under the GM Certified Service...
Tire Coverage - 07/21/2022
GM provides the customer reassurance by offering a comprehensive bumper to bumper warranty against defects in material and workmanship, including tires. Before you proceed with a warranty tire transaction, be sure to confirm the tires are original equipment easily...
Sublet Repairs - 01/24/2024
... shop, the warranty transaction must reflect labor and parts. Sublet invoices are to contain the customer's VIN, date of repair, and a complete description of repairs performed as well as the sublet establishment's business name, address, and contact...
Warranty Briefs: Technical Service Bulletins - 12/08/2017
... back. Furthermore, if the vehicle is equipped with aftermarket, non-GM accessory wheels, this is a customer pay concern. Ultimately, this is not a manufacturer defect so GM shouldn't be on the hook for the payment. From a technical standpoint the bulletin...
Tire Pre-Authorization - 07/20/2022
... Card Number, Job Card Date, VIN number, Odometer Select the appropriate Transaction Flag option Customer Enthusiasm -Non Warrantable Repair Vehicle Misbuild, Special Coverage, Policy, Or None Enter the complaint category, complaint code, and a description Enter...
Special Coverage Repairs - 09/24/2019
... labor operations, and part information. Notification letters are sent to all last known customers of record instructing them to contact their dealership to schedule a service appointment only if their vehicle experiences the issue described in the special...
The Policy Evaluation Tool - 06/13/2023
... repair on the job card, the PET must be run separately for each line. The PET provides a minimum Customer/Dealer participation dollar amount or percentage of the total repair amount (applicable amount is whichever is greater) based on the days and miles...
Warranty Briefs: Creating an Add On Report - 10/18/2023
An add on repair is defined as any warranty/policy concern not expressed orally or in writing by the customer at initial write-up. Job cards with add on repair lines are frequently included in Electronic Warranty Reviews by GM Audit Services. With the...
... specialized labor operations for specific non-repair situations that are intended to offset a customer inconvenience or dissatisfaction with their vehicle or the service provided. In other words, you have a customer who is not happy and you want to do...
Courtesy Transportation - 04/12/2022
Nobody likes having their wings clipped. When your customer needs repairs, has a recall, or anything else that separates them from having free access to their vehicle, it can be a bit of an obstacle for them. Helping them through a sticky situation can...
Missed Revenue - Administrative Allowance - 08/28/2018
... Allowance. Administrative Allowances are paid on certain claims Warranty Parts Center Returns, Customer Reimbursement Claims, Certain Sublet Repairs, Electronic Exchange Components, and Tire Warranty Claims Service agents are allowed to claim up to $25...
Customer Participation - 03/20/2020
The Customer/Service Agent Participation Amount field of a warranty transaction is used to enter customer or service agent participation towards a warranty repair. The dollar amount represents the agreed upon dollar amount for policy or non-warranty...
Warranty Briefs: Customer Signatures - 03/18/2021
Customer signatures are a hot topic; specifically, the lack thereof. Per Policies and Procedures, a customer's signature is the means for authorizing the dealership to work on their vehicle and it must be obtained at initial write-up and prior to any...
Customer Purchased Parts and Accessories - 04/02/2020
The majority of GM service replacement parts are warrantied for 24 months, unlimited mileage. If the purchased part was installed at a dealership and fails within 24 months, parts and labor are covered. Subsequent replacements under this warranty will ...
Global Warranty Management Submission - 12/16/2016
... at the factory. Service Event, ZSET is used to register Service Agent Installed Options and for customer pay service transactions. The Service Agent Installed Option checkbox will appear when this transaction type is used. Select the box to record the...
Maintenance Programs - 02/13/2024
The General Motors complimentary maintenance plans are intended to help your dealership create customer loyalty. When a customer brings their GM vehicle back to their selling dealership for their maintenance needs it substantially increases the chance...
Concern Not Duplicated - 05/17/2022
Customer concern not duplicated, or to some, no problem found describes a situation where a technician has made an attempt to diagnose and repair a customer's concern, but in the end, no defect could be found. There are a series of labor operations,...
Missed Revenue - Recalls - 02/24/2022
... for sale, or releasing the vehicle. Missing an open recall may also mean a missed opportunity for customer satisfaction, as well as the lack of responsibility by the dealer. When a vehicle is in the service department for repairs or scheduled maintenance completing...
Service Management Approvals and Authorizations - 09/02/2022
... to first transaction submission include OLH, Straight Time exceeding 2 hours, Policy adjustments, customer reimbursements up to $ Vehicle payments up to $1,000 (labor operation 0600005), and Incidental expenses up to $500 (labor operation 0600015). Authorization...
Roadside Assistance - 07/26/2017
... offers security and convenience to GM vehicle owners. The services provided are at no cost to the customer and offer piece of mind when in a distressed situation. Your customers most likely heard about the Roadside Assistance program when they purchased...
Missed Revenue - Parts Expediting - 02/02/2022
... expect that your parts department will always have the part your technician needs to repair your customer's vehicle. And because it is important to GM that your customer's warranty concerns are corrected the same day they bring their vehicle to you they...
Add On Repairs - 06/13/2023
... the technician's paycheck. The two most common examples of add on repair situations are when The customer contacts the service advisor to add another concern that was not mentioned at the time of job card write up. Or when a technician discovers a defect...
Most Common Warranty Deviations - 03/08/2023
... warranty/policy concern added to the job card that was not expressed orally or in writing by the customer at initial write up is considered an add-on repair and requires service management signature/initials, date, time, and explanation prior to the...
Cross-line Warranty - 12/11/2023
From a customer's perspective, there isn't anything more frustrating or worrisome than a broken down vehicle away from home. The cross-line warranty program provides Service Agents with the ability to perform repairs for those customers who are significantly...
General Comments - 10/10/2017
... comments that are required to support an authorization. It's certainly not necessary to repeat the customer's concern or the cause of failure and correction information which is already documented on the job card. However, there are good reasons to enter...
Lifetime Parts Warranty - 06/09/2022
... Warranty is available to all service agents with no enrollment necessary. The original purchasing customer is able to return to any GM dealer for service. Towing and/or any form of courtesy transportation is not included under the GM Certified Service...
Tire Coverage - 07/21/2022
GM provides the customer reassurance by offering a comprehensive bumper to bumper warranty against defects in material and workmanship, including tires. Before you proceed with a warranty tire transaction, be sure to confirm the tires are original equipment easily...
Sublet Repairs - 01/24/2024
... shop, the warranty transaction must reflect labor and parts. Sublet invoices are to contain the customer's VIN, date of repair, and a complete description of repairs performed as well as the sublet establishment's business name, address, and contact...
Warranty Briefs: Technical Service Bulletins - 12/08/2017
... back. Furthermore, if the vehicle is equipped with aftermarket, non-GM accessory wheels, this is a customer pay concern. Ultimately, this is not a manufacturer defect so GM shouldn't be on the hook for the payment. From a technical standpoint the bulletin...
Tire Pre-Authorization - 07/20/2022
... Card Number, Job Card Date, VIN number, Odometer Select the appropriate Transaction Flag option Customer Enthusiasm -Non Warrantable Repair Vehicle Misbuild, Special Coverage, Policy, Or None Enter the complaint category, complaint code, and a description Enter...
Special Coverage Repairs - 09/24/2019
... labor operations, and part information. Notification letters are sent to all last known customers of record instructing them to contact their dealership to schedule a service appointment only if their vehicle experiences the issue described in the special...
The Policy Evaluation Tool - 06/13/2023
... repair on the job card, the PET must be run separately for each line. The PET provides a minimum Customer/Dealer participation dollar amount or percentage of the total repair amount (applicable amount is whichever is greater) based on the days and miles...
Warranty Briefs: Creating an Add On Report - 10/18/2023
An add on repair is defined as any warranty/policy concern not expressed orally or in writing by the customer at initial write-up. Job cards with add on repair lines are frequently included in Electronic Warranty Reviews by GM Audit Services. With the...
Consumer Part Warranty - 04/02/2020
... for the balance of the New Vehicle Warranty but in no event less than 12 months/unlimited miles. A customer that purchases and has installed an engine, automatic transmission, or transfer case receives a 3-year/100,000 mile warranty, whichever comes...
Parts Department and Warranty Compliance - 04/13/2022
... for express shipping GM parts not in the dealer's inventory. This program is intended to increase customer satisfaction and is only applicable during the New Vehicle Limited Warranty period. Parts expediting is not eligible for dealership owned vehicles...
Repeat Repair Authorization - 10/02/2018
... management must look at the cause of failure and determine if two repairs (to correct a single customer concern) were necessary and how the repairs should be properly submitted. If the second repair is what corrected the problem it's possible the first...
Servicing Vehicles From Canada - 06/20/2019
... must verify proof of residency and ownership. This can be accomplished by making a copy of the customer's driver's license and vehicle registration and attaching it to the job card. It is also important to ensure the customer is a tourist and did not...
Investigate Vehicle History - 01/23/2018
... field actions are identified as "Open" within the Status Column and must be addressed with the customer at time of write up. Policy Tip: if the recall is added after the customer has left the recall is considered an add-on repair. If the VIN has a branded...
Consequential Damage and One Concern with Separate Causes - 11/01/2017
Getting a detailed customer concern documented on the job card not only is it a requirement from GM, but it is essential for the technician to completely understand the customer's complaint what they're experiencing and what they want corrected. Service...
Missed Revenue - Shuttles - 03/14/2022
... Warranty Revenue topics in the Training Video Library. This video covers Shuttles When your customer chooses to drop their vehicle off at your dealership for a same day repair they may need a ride to work or home. Even if they don't ask, you should always ask...
Chevrolet, Buick, GMC, and Cadillac Protection Products - 08/10/2017
... offer continuous coverage and benefits that continue after the new vehicle warranty expires. Customers have the option of choosing the coverage that best suits their needs either Silver or Platinum, as well as the deductible and contract term. If a covered...
Warranty Parts Center - 10/21/2022
... Plant, Assembly Plant and Brand Quality Management personnel to perform root cause analysis of customer product concerns. The WPC issues specific part return requests to the Service Agent to obtain the desired parts. Service Agents must return the requested...
Warranty Briefs: Empowerment Level - 08/05/2022
... authority and the responsibility to make on-the-spot decisions with the hope of retaining current customers or to gain new customers. An important aspect of empowerment is to resolve the customer's concerns at the dealership level. Have you or someone...
Battery Transaction Requirements - 06/02/2023
... the same repair line with appropriate authorization for additional parts and OLH. In the event the customer had to have their battery replaced elsewhere and the battery is not available, enter "REIMBURSEMENT" in the tester code field. If the battery...
Authorizations and Attachments - 06/27/2023
... of the PET must be attached to the hard copy of the job card and attached to the transaction. The customer job card must fully itemize the amount of participation in the repair cost from GM, the dealer (if applicable), and the customer. A signed copy...
Major Assembly Replacements - 05/26/2021
... it is necessary to contact the PQC have the job card number, VIN, BAC code and a detailed customer concern available. In cases where it is most economical to replace the assembly, dealers may proceed with the replacement. It may be necessary to route...
Warranty Briefs: Wheel Alignment - 12/08/2017
... is the result of a factory defect or if the condition is a result of wear and tear which is the customer's responsibility. New vehicles are not to be aligned until they have accumulated at least 500 miles. Customers with incorrect alignment settings...
Paint Repairs - 10/02/2018
... management approval for an add on repair since this situation isn't a case where the customer added another concern but it may require approval as a pyramid repair. Once you have found the correct paint labor operation you will see a two-digit paint...
PDI Accessories 0590032 - 06/16/2021
Reimbursement for the installation of dealer installed, factory invoiced options is not part of the PDI auto pay process. A transaction must be submitted using labor operation 0590032. Many service agents miss out on a great deal of additional warranty...
WPC Parts Return program - 03/09/2022
... quality, benefiting everyone from part suppliers to service agents, but more importantly the customers who choose to buy GM vehicles. Anyone involved with this business for any length of time has seen firsthand the quality improvements made from the...
Empowerment - 08/05/2022
GM provides service agents with the ability to make case by case empowerment decisions on behalf of the customer to ensure that they are satisfied remain loyal to their vehicle brand, and to the dealership. Standards and guidelines have been put in place...
Warranty Resource Center - 04/29/2022
... Tools Document link to find those helpful job aids and many more. Looking for the appropriate reimbursement for a Chevrolet Scheduled Maintenance service on a 2022 Chevrolet Silverado with a 5.3L engine? Go to the Programs and Claims Submission tile,...
Warranty Briefs: Warranty Battery Replacements - 06/27/2023
While the physical task of replacing a battery is straightforward, submitting a transaction for warranty reimbursement is (arguably) a more involved process The EL-50313 Midtronics GR8 Battery Tester or the EL-52800 Diagnostic Charge Battery Station...
Technician Accounting of Labor Time - 01/24/2024
... of GM's Labor Time Guide, Other Labor Hours When state statutes permit, the dealer may seek reimbursement using time from a third-party time guide. In these cases, the dealer must submit a copy of the applicable published time from the third-party time...
Cadillac Maintenance - 06/15/2023
... GM maintenance plans require documentation of the percent of oil life remaining on the job card. Customers should be informed that the complimentary services provided with the plan must be performed at a participating Cadillac dealership. Coverage stays...
Chevrolet Buick GMC CPO Maintenance Program - 08/05/2022
... be accounted for internally. The program is great for building GM brand loyalty while increasing customer retention within the service department. ...
CBG CPO Warranty Coverge - 04/13/2022
... frequency is still based on the Oil Life Monitoring System (OLM); however, for convenience, the customer may have their oil changed regardless of the percent remaining if they are due for a tire rotation. Tire rotations are recommended at 7,500 miles. Additionally,...
Warranty Coverage - 08/04/2021
... that are used as gaskets and prescribed by a service manual procedure or bulletin are eligible for reimbursement. Wheel alignments and wheel balancing are covered up to 7,500 miles. Wheel alignments may not be performed on a vehicle with less than 500...
... for the balance of the New Vehicle Warranty but in no event less than 12 months/unlimited miles. A customer that purchases and has installed an engine, automatic transmission, or transfer case receives a 3-year/100,000 mile warranty, whichever comes...
Parts Department and Warranty Compliance - 04/13/2022
... for express shipping GM parts not in the dealer's inventory. This program is intended to increase customer satisfaction and is only applicable during the New Vehicle Limited Warranty period. Parts expediting is not eligible for dealership owned vehicles...
Repeat Repair Authorization - 10/02/2018
... management must look at the cause of failure and determine if two repairs (to correct a single customer concern) were necessary and how the repairs should be properly submitted. If the second repair is what corrected the problem it's possible the first...
Servicing Vehicles From Canada - 06/20/2019
... must verify proof of residency and ownership. This can be accomplished by making a copy of the customer's driver's license and vehicle registration and attaching it to the job card. It is also important to ensure the customer is a tourist and did not...
Investigate Vehicle History - 01/23/2018
... field actions are identified as "Open" within the Status Column and must be addressed with the customer at time of write up. Policy Tip: if the recall is added after the customer has left the recall is considered an add-on repair. If the VIN has a branded...
Consequential Damage and One Concern with Separate Causes - 11/01/2017
Getting a detailed customer concern documented on the job card not only is it a requirement from GM, but it is essential for the technician to completely understand the customer's complaint what they're experiencing and what they want corrected. Service...
Missed Revenue - Shuttles - 03/14/2022
... Warranty Revenue topics in the Training Video Library. This video covers Shuttles When your customer chooses to drop their vehicle off at your dealership for a same day repair they may need a ride to work or home. Even if they don't ask, you should always ask...
Chevrolet, Buick, GMC, and Cadillac Protection Products - 08/10/2017
... offer continuous coverage and benefits that continue after the new vehicle warranty expires. Customers have the option of choosing the coverage that best suits their needs either Silver or Platinum, as well as the deductible and contract term. If a covered...
Warranty Parts Center - 10/21/2022
... Plant, Assembly Plant and Brand Quality Management personnel to perform root cause analysis of customer product concerns. The WPC issues specific part return requests to the Service Agent to obtain the desired parts. Service Agents must return the requested...
Warranty Briefs: Empowerment Level - 08/05/2022
... authority and the responsibility to make on-the-spot decisions with the hope of retaining current customers or to gain new customers. An important aspect of empowerment is to resolve the customer's concerns at the dealership level. Have you or someone...
Battery Transaction Requirements - 06/02/2023
... the same repair line with appropriate authorization for additional parts and OLH. In the event the customer had to have their battery replaced elsewhere and the battery is not available, enter "REIMBURSEMENT" in the tester code field. If the battery...
Authorizations and Attachments - 06/27/2023
... of the PET must be attached to the hard copy of the job card and attached to the transaction. The customer job card must fully itemize the amount of participation in the repair cost from GM, the dealer (if applicable), and the customer. A signed copy...
Major Assembly Replacements - 05/26/2021
... it is necessary to contact the PQC have the job card number, VIN, BAC code and a detailed customer concern available. In cases where it is most economical to replace the assembly, dealers may proceed with the replacement. It may be necessary to route...
Warranty Briefs: Wheel Alignment - 12/08/2017
... is the result of a factory defect or if the condition is a result of wear and tear which is the customer's responsibility. New vehicles are not to be aligned until they have accumulated at least 500 miles. Customers with incorrect alignment settings...
Paint Repairs - 10/02/2018
... management approval for an add on repair since this situation isn't a case where the customer added another concern but it may require approval as a pyramid repair. Once you have found the correct paint labor operation you will see a two-digit paint...
PDI Accessories 0590032 - 06/16/2021
Reimbursement for the installation of dealer installed, factory invoiced options is not part of the PDI auto pay process. A transaction must be submitted using labor operation 0590032. Many service agents miss out on a great deal of additional warranty...
WPC Parts Return program - 03/09/2022
... quality, benefiting everyone from part suppliers to service agents, but more importantly the customers who choose to buy GM vehicles. Anyone involved with this business for any length of time has seen firsthand the quality improvements made from the...
Empowerment - 08/05/2022
GM provides service agents with the ability to make case by case empowerment decisions on behalf of the customer to ensure that they are satisfied remain loyal to their vehicle brand, and to the dealership. Standards and guidelines have been put in place...
Warranty Resource Center - 04/29/2022
... Tools Document link to find those helpful job aids and many more. Looking for the appropriate reimbursement for a Chevrolet Scheduled Maintenance service on a 2022 Chevrolet Silverado with a 5.3L engine? Go to the Programs and Claims Submission tile,...
Warranty Briefs: Warranty Battery Replacements - 06/27/2023
While the physical task of replacing a battery is straightforward, submitting a transaction for warranty reimbursement is (arguably) a more involved process The EL-50313 Midtronics GR8 Battery Tester or the EL-52800 Diagnostic Charge Battery Station...
Technician Accounting of Labor Time - 01/24/2024
... of GM's Labor Time Guide, Other Labor Hours When state statutes permit, the dealer may seek reimbursement using time from a third-party time guide. In these cases, the dealer must submit a copy of the applicable published time from the third-party time...
Cadillac Maintenance - 06/15/2023
... GM maintenance plans require documentation of the percent of oil life remaining on the job card. Customers should be informed that the complimentary services provided with the plan must be performed at a participating Cadillac dealership. Coverage stays...
Chevrolet Buick GMC CPO Maintenance Program - 08/05/2022
... be accounted for internally. The program is great for building GM brand loyalty while increasing customer retention within the service department. ...
CBG CPO Warranty Coverge - 04/13/2022
... frequency is still based on the Oil Life Monitoring System (OLM); however, for convenience, the customer may have their oil changed regardless of the percent remaining if they are due for a tire rotation. Tire rotations are recommended at 7,500 miles. Additionally,...
Warranty Coverage - 08/04/2021
... that are used as gaskets and prescribed by a service manual procedure or bulletin are eligible for reimbursement. Wheel alignments and wheel balancing are covered up to 7,500 miles. Wheel alignments may not be performed on a vehicle with less than 500...
Warranty On Stock Used Vehicles - 09/20/2021
... by service management for stock units. The service manager signature is still required where the customer typically signs the job card at the time of write up. It is very important to understand that this policy does not permit reconditioning a used...
New Cadillac CPO Limited Warranty - 10/01/2020
... 28, 2017. Always confirm vehicle eligibility in IVH prior to work being performed and ensure your customer is aware of non-warrantable repairs. ...
Perforation Corrosion Repairs - 08/25/2020
... time, regardless of what or how something was repaired, goes in base time. Finally, many customers may incorrectly assume that any rust on their vehicle should be covered under the longer rust-through warranty. It may help to print out the page in the...
Warranty Briefs: Error 834 - 09/11/2018
... after addressing some necessary repairs, you get the dreaded Error 834. Ugh. A potential customer takes a vehicle out on a test drive and noticed the navigation system was not fully operational. The vehicle was taken to the service department and the...
Warranty Briefs: Air Conditioning - 12/08/2017
... supplies and are therefore intended to be reimbursed on a warranty transaction or recovered on a customer pay job card. The Special Service Tool that is used in the installation of the consumable part is not reimbursable under warranty. A complete list...
Diesel Exhaust Fluid - 08/15/2017
... fluid added during PDI on 2017 and newer vehicles with eligible diesel engine codes. The maximum reimbursement is up to 2.5 gallons of DEF (10 quarts). The actual number of quarts of DEF fluid added to the vehicle A couple more things to keep in mind Only...
... by service management for stock units. The service manager signature is still required where the customer typically signs the job card at the time of write up. It is very important to understand that this policy does not permit reconditioning a used...
New Cadillac CPO Limited Warranty - 10/01/2020
... 28, 2017. Always confirm vehicle eligibility in IVH prior to work being performed and ensure your customer is aware of non-warrantable repairs. ...
Perforation Corrosion Repairs - 08/25/2020
... time, regardless of what or how something was repaired, goes in base time. Finally, many customers may incorrectly assume that any rust on their vehicle should be covered under the longer rust-through warranty. It may help to print out the page in the...
Warranty Briefs: Error 834 - 09/11/2018
... after addressing some necessary repairs, you get the dreaded Error 834. Ugh. A potential customer takes a vehicle out on a test drive and noticed the navigation system was not fully operational. The vehicle was taken to the service department and the...
Warranty Briefs: Air Conditioning - 12/08/2017
... supplies and are therefore intended to be reimbursed on a warranty transaction or recovered on a customer pay job card. The Special Service Tool that is used in the installation of the consumable part is not reimbursable under warranty. A complete list...
Diesel Exhaust Fluid - 08/15/2017
... fluid added during PDI on 2017 and newer vehicles with eligible diesel engine codes. The maximum reimbursement is up to 2.5 gallons of DEF (10 quarts). The actual number of quarts of DEF fluid added to the vehicle A couple more things to keep in mind Only...
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